A repair process built to build trust, not just close a job
Most bad experiences with equipment repair come down to unclear communication — not knowing when someone's coming, not knowing what's actually wrong, or getting a bill that doesn't match what was discussed. Here's exactly how a call goes from start to finish.
Step 1: You call, we listen
Tell us what the unit is doing — temperature readings, noises, error codes, how long it's been happening. This takes a couple minutes and helps the technician arrive with the right parts on hand more often.
Step 2: Same-day dispatch with a real window
You get an honest estimated arrival time, not a vague "sometime today." For genuine emergencies, that window is as tight as we can make it.
Step 3: On-site diagnosis first
The technician inspects the unit and identifies the actual cause before recommending anything. No guessing, no swapping parts to see what sticks.
Step 4: You approve the price before work starts
Once the cause is identified, you're told what it'll take to fix and what it costs — before any repair work begins. See our Cost Guide for what typically affects that price.
Step 5: Repair, test, and confirm
The fix is completed, the unit is run and monitored to confirm it's holding temperature correctly, and you're walked through what was done before the technician leaves.