Service Procedures

The Customer will email or call us via our national service telephone number to report system failures and to request Service.

Upon receiving a request for On-Call Service from the Customer, Our company will attempt to determine the nature of the problem, dispatch the assigned technician, and then contact the location to advise them of the scheduled time of arrival.

The technician will receive a Purchase Order Number from our Company at the time of dispatching. The Purchase Order will authorize diagnostic & repair service up to $500, for one (1) Field Technician, unless two are required. Company shall have the authority from customer to enter this limit based on completion requirements.

• Upon arrival at the Facility, the technician will check in with the manager, or person in charge.
• The technician will diagnose the problem & proceed to make the necessary repairs, and provide the total repair, if it is less than the identified limits.

Repairs in excess of $500 will generate an estimate to your Company for approval. When requesting approval, we will identify the repairs necessary by Unit, or Area. We shall present a Not-To-Exceed Price along with the total Material Cost, Labor Cost, Labor Hours & Sales Tax.

Air Conditioning & Refrigeration – All Motors, Compressors, Coil & Unit change-outs will be priced by Unit, listing the Manufacturer, Model & Serial Number.

It is understood the technician should not leave the Job site until the corrective requirements have been completed, or the diagnostics verbally presented to our Company. Approval to proceed may be given verbally & immediately. Should additional approval be required, a proposal by Email or Phone will be sent to our customer for immediate approval.

The technician shall complete the work in a timely manner. Should the Technician be required to leave, he will keep the Customer current with the Work Status & advise the manager with the expected time of return.

Extreme emergencies are defined when more than 1/3 of the equipment has failed or when a potentially hazardous condition exists & requires the utmost urgency.  Approval shall be deemed already made for these conditions by the Customer to our Company. The technician, however, shall contact us for approval & P.O. Authorization. Overtime and expedited freights will be deemed authorized, as needed in an emergency condition.

• At the completion of repairs, the Facility’s Manager or person in charge shall sign the work order.
• A Store Stamp, Validation Ticket or Special Work Report may also be required.

The work order should note the Actual Problem, Corrective Action, Current Status, Store Number, Purchase Order Number, your Job Number, Date of Service, Unit or Area Serviced, Hours used, Materials used, along with a Signature of the Technician & Facility Manager in Charge.

Separate work orders should be used for each service call. Preventive Maintenance & On-Call service will not be combined on the same work order. Extra work found during Preventive Maintenance shall follow the same procedure as ON-Call procedures, and invoiced separately.

Preventive Maintenance Services shall be performed only during normal work hours & shall be provided during the period requested.

• The Technician shall carry Personal Identification at all times to include a Valid Driver’s License, Company Business Card, & a Company Authorization Card.