About

What you can expect from us

Our office hours are between 8:00 am and 4:30 pm Monday through Friday. We will call our customers Between the hours of 1 pm and 2 pm the business day prior to the scheduled day of service to confirm a 2 hour time window between the hours of 8 am and 5 pm for the day of service. We ask that if we leave you a message and you are scheduled for the first stop of 8 am, please call us to confirm or leave a message by 4:00 pm the day we call. We ask that if we leave you a message and you are scheduled for a time after 9 am to please call us to confirm or leave a message by 8 am the day of service. If we do not receive confirmation you will need to call us and reschedule for a later date. If we cannot leave a message on your voicemail, we will text or email the confirmation as well.

We will arrive within the 2-hour window and if we are not going to make it on time, we will call well in advance to let you know. We will perform our diagnosis of the malfunctioning product and will give a written estimate of the repair cost to fix the product. We will strive to repair the product on the first trip to the best of our ability and if a part is in need of ordering, we will require the trip charge and a non-refundable part deposit of 50% for all parts over $100 and a 75% for parts over $1,000. The payments made will go toward the estimate and a second trip charge will not be applied nor required if a second visit is needed. Once the part ordered arrives at our office, we will reach out to you to reschedule the second visit and can not reschedule the visit until the part arrives at our office. Once the second visit is rescheduled, we will follow the same procedure as stated above for the primary visit aside from the trip charge. Once the part has been installed and the product has been tested for the proper operational condition, the remaining balance of the estimate will be due to the technician and billing is not an option unless arrangements have been made prior to rescheduling. The services will carry a ninety-day work guarantee and the part installed will carry a part warranty based on the manufacturer’s part guarantee. Each manufacturer offers a slightly different part warranty and this information will be clarified upon job completion.

What we expect from you

Warranty Customers

In compliance with the manufacturer’s wishes, all appliances requiring extraction to service need to be extracted and in an area that will allow access to the rear or top of the unit, this includes dishwashers, ranges, over range microwaves, hoods, under-counter appliances, fridges, wall ovens, washers installed in a tight closet or under a counter. If an appliance requires 2 people to reinstall the unit. it will be the responsibility of the customer to have the unit reinstalled, or provide a second person to assist with the installation of the unit.

When we give you a 2-hour time frame, we will require you on-site during the duration of that time frame and if you need to leave or will not be available during that time, prior arrangements will need to be made. If we arrive and no one is available, it will be considered a cancellation. We will require an adult over 18 years old to be present and cannot enter the home if an adult is not present.

We ask that you be patient with us during the parts ordering process as we are at the mercy of the manufacturers and shipping companies while waiting for the part. When the part arrives and we reach out to you, we need you to respond as soon as possible to get the job completed, as the overhead expenses of part acquisition can be hard to sit on and if we do not hear back within 5 business days, we will be sending the part back and you will be responsible for any restocking fees. 

Out Of Warranty Customers

We ask that all appliances requiring extraction to service be extracted and in an area that will allow access to the rear or top of the unit, this includes: dishwashers, ranges, over range microwaves, hoods, under-counter appliances, fridges, wall ovens, washers, and dryers stacked or installed in a tight closet or under a counter. Failure to do so will result in an additional labor charge of $75.00 for extracting the unit. If an appliance requires 2 people to reinstall the unit. It will be the responsibility of the customer to have the unit reinstalled, or provide a second person to assist with the installation of the unit.

When we give you a 2-hour time frame, we will require you on-site during the duration of that time frame and if you need to leave or will not be available during that time, prior arrangements will need to be made. If we arrive and no one is available, it will be considered a cancellation and a cancellation fee of $75.00 will be applied to the job estimate. We will require an adult over 18 years old to be present and cannot enter the home if an adult is not present.

When the diagnosis is completed we will need payment available. If parts need to be ordered we will not be able to order them until the trip charge and part deposits have been paid.

When the repair is completed we will need payment available. If payment is not available the parts will be removed and we will reschedule the repair for a later date. You will also be charged a fee equal to 2 times the labor rate for having to do the repair twice. Please have payment ready at the time of service.

We ask that you be patient with us during the parts ordering process as we are at the mercy of the manufacturers and shipping companies while waiting for the part. When the part arrives and we reach out to you, we need you to respond as soon as possible to get the job completed, as the overhead expenses of part acquisition can be hard to sit on and if we do not hear back within 5 business days, we will be sending the part back and you will be responsible for any restocking fees. 

 Jobs Involving Third Parties (I.E. extended or home)

Unless the job is dispatched directly to us, it will be the responsibility of the customer to have the third party already on the phone for prior approval. Technicians are very busy and do not have time to spend on hold with third parties waiting for approval if you are unable to contact third parties at the time of service we ask that you have the third party contact the office the following business day at (207) 625-9015.

Bottom line

We want to get your product back in operational condition just as fast as you do. we will do our best to be as proficient as possible and need you to be as flexible as possible. we strive to offer you a high-quality service experience, with high-quality diagnostic skills, however, we are a small family business and can only move as fast as our customers and parts companies. So please help us, help you, and together we can be a well-oiled machine.