AC Maintenance Terms and Conditions
This agreement cancels and supersedes all prior effective on the date of invoice and will remain in force for one (1) year. Agreement is self-renewing and will renew annually at prevailing rates, terms and conditions, unless and until terminated by either party in writing, not more than 30 days from billing date.
Charges for agreement will be invoiced annually. If customer fails to pay within 10 days of billing date the Company has the right to terminate this agreement. Agreements not paid in full will be removed from customers account and any services performed during this period will be billed at Company’s prevailing rates. Upon breach of terms or default in payment, Company reserves the right to withhold service. Failure on the part of the customer to make payment when due shall relieve the seller of the entire obligation of providing service under this agreement.
Either party may cancel this agreement by providing 30 days written notice. Agreement is transferable to a new homeowner when service is established with the Company. After 30 days from invoice date there is no refund of this agreement.
4. Conditions of Coverage
Upon initial visit by technician, system will be inspected for compliance with company criteria. Items determined necessary to bring up to this criteria will be the responsibility and expense of the customer and agreement will not be applicable until criteria are met. If, upon inspection, the equipment covered ceases to meet acceptable standards for continued coverage, all costs for parts and service rendered prior to the date of cancellation will be applied against the cost of the agreement. Any remaining balance will be refunded to the customer. The Company reserves the right to postpone services for unsafe or unsanitary conditions. In the event that the equipment under agreement is no longer economically repairable, we will provide customer with a quote to replace, until replacement takes place, no further service work will be performed, unless other arrangements are made by both parties. Customer is to keep equipment accessible and free from any obstructions that deter proper servicing of equipment. Area around equipment, including crawl space must be dry and free of debris. Attic unit must have adequate flooring to service unit, no exceptions will be made. Obligation to furnish replacement parts is subject to availability of parts from normal sources of supply. If parts are unavailable or obsolete contract coverage on these items is voided.
Agreement does not cover parts or labor when failure is a result of the following, which includes, but is not limited to; Unnecessary or nuisance calls will be charged and paid by the customer at prevailing rates. Examples of such are thermostats set too low or in the off position, emergency switches or disconnects turned off, clogged air filters, circuit breakers tripping and blown fuses due to power outages, etc. Company will not be held responsible for any changes, additions or deletions to existing equipment that may be dictated by local codes, government authorities, insurance companies, or any other third party unless authorized and paid for by the customer. This agreement does not cover loss or damage resulting from fire, water, windstorm, hail, lightning, earthquake, theft, riot, misuse or abuse, or any other circumstance beyond the Company’s control. This agreement does not cover high voltage electrical work, blown fuses, disconnects, circuit breakers, plumbing or piping, common drain lines, or other equipment beyond that listed herein. This also includes, but not limited to, nonworking parts of equipment, including diffusers, duct-work, blower housings,
coils, unit cabinet, trim, pipes, supports, insulation, etc. Additional equipment used in conjunction with the operation of the system, such as humidifiers, air cleaners, electronic thermostats, etc. is not covered under this agreement.
Design criteria, air balancing, improper sizing, cleaning of common drain lines, or design deficiencies beyond failure of equipment covered herein would be subject to an additional charge.Liability for injury or damage to persons or property or consequential damage resulting from defects in or non-operation of equipment or its accessories, nor resulting damage from emergency drain pans or clogged condensate drain lines. Variable speed replacement parts are not covered by this agreement, but will be discounted by 10% when replacement is necessary.
6. Default By Customer
Company reserves the right to terminate agreement without notice or refund if any of the following occur: Customer permits any person other than an employee or authorized representative of Company to perform service on customer’s equipment. Customer fails to keep account current in accordance with existing credit policy of Company. In such case, Company reserves the right to withhold service.
7. Preventive Maintenance (PM)
This service is provided under the agreement but in itself holds no monetary value. The Company shall make two (2) attempts by phone call ,email, text message or a combination thereof, to schedule maintenance. Each contact attempt will be recorded. After those attempts, It is the customer’s responsibility to contact our office to schedule maintenance. PM will be performed during normal working hours, Monday through Friday 8 am to 4:30 pm. Company is not responsible if PM is not performed due to the unavailability of customer to schedule work.
8. Service Hours
Normal service covered by this agreement including PMI, will be performed during our regular working hours, Monday through Friday, 8:00 am to 4:30 pm. Sunset Air will provided 24/7 support. Any after hours calls will be billed at company’s prevailing rates. 24 /7 support constitutes an employee of the company will answer and schedule service calls. Any service calls after 10:00 PM will be ran the following day. KEEP THIS AGREEMENT FOR YOUR RECORD
9. Common Drain Lines
Common Drain Lines can be Defined as: A centralized drain pipe in which other other pipes can be connected for the purpose of draining condensation out to one common location. This application in most cases can be found in condominiums and apartment buildings. This agreement does not include the cleaning of a common drain line. If it is necessary for this line to be cleaned, the prevailing charges will be added to the services. You should check with your homeowners association for who is responsible for cleaning these types of drain lines.
10. Premium Maintenance Agreement
A Premium Maintenance Agreement includes all of the benefits our standard agreement includes with these additional benefits:
- $ 499.00 ( $ 189.00 for each additional system)
- Replacement of up to (2) filters per system, [any additional filters is at homeowners expense]
- One Annual AC Duct Sanitizing – Valued at $250.00
- (2) Pool Heater Cleanings (when applicable- clean coil and check operation) Valued at $210.00
- No Overtime Charges
- Priority VIP Service
- Discounts on AC Equipment and Products
- Up to 10 year parts warranty included on all equipment and thermostats installed by Sunset Air and Home Services
Some items may vary.
11. Elite Maintenance Agreement
An Elite Maintenance Agreement includes all of the benefits our standard agreements includes with these additional services: $699.00 ( $ 189.00 for each additional system)
- Replacement of up to (2) filters per system, [any additional filters is at homeowners expense]
- One annual Dryer Vent Cleaning [Removes dust and lint build up and prevents fire risk] Valued at $205.00
- One annual AC Duct Sanitizing – Valued at $250.00
- (2) Pool Heater Cleanings [when applicable -[Clean coil and check operation] Valued at $210.00
- No overtime charges
- Priority VIP service
- Discounts on equipment and products
- Up to 10 year parts warranty included on all equipment and thermostats installed by Sunset Air and Home Services.
Some items may vary. Emergency spot coolers for temporary situations when your equipment is being scheduled to be replaced.
12. Sunset Air & Home Services 24/7/365 Customer Support Policy
What it means to you and how it works: Customer Service is one of the most important services that a company can offer. It’s the support that an institution provides to its customers before, during, and after purchasing a product/service. However, many companies resist adopting this strategy, providing support only on weekdays, during business hours. Customer support is having the ability to provide immediate action to the customer by way of phone or digital contact to successfully arrange and document a schedule for repairs or a service we provide.
Sunset Air & Home Services strives to provide 24/7 customer support. This means that we can serve our customers 24 hours a day, 7 days a week, “365” days a year. There are many ways today to engage in customer service and customer support. At Sunset Air & Home Services we feel the only way in providing proper customer service is through one-on-one phone accessibility to “OUR STAFF”. Yes, our staff answers the phone after normal business hours, weekends, and holidays, not some out-of-state answering service company. This service is provided to you as a way of assuring the customer we are here for you, and we understand your need for a quality company you can depend on.
In many cases 24/7 support does not necessarily mean we will run a service call to your home that night. The support comes from our Sunset Air staff answering the phone throughout the night, weekends, and holidays to assure you will receive the fastest, most reliable service we can offer.
Our policy for running service calls is not to have our technicians out past 10:00 PM. However, we will take phone calls throughout the night. If we cannot give a customer same day service, we can Guarantee our service the very next day. You become a priority call and you will be scheduled for the following day.
Why not run calls after 10:00 PM?
This question comes up from time to time and we can honestly say the priority reason is Safety. Our technicians work Monday – Friday, 10/12 hours per day. This can be very overwhelming on any individual that has worked that many hours during the day, then having to work well into the night. Fatigue sets in and it becomes very unsafe for the technician. Remember, our technicians work with high voltage electricity, work in 130+ degree attics, and must lift and carry large ladders and components all day every day. As with any type of fatigue, driving becomes very unsafe.
There are secondary reasons as well. Part availability. We cannot be sure that we will have the correct parts in our truck stock. Air conditioning components come in all shapes and sizes and very few manufacturers use the same parts. Most manufacturers now use OEM (Original Equipment Manufacturer) parts that work only on their specific equipment.
Can we accomplish the repair in a timely manner and diagnose the issue in the dark? This is always a question before running the call. Many times, we run a late-night call and we must come back the next day anyway. For example, if your system is low on refrigerant and the evaporator coil freezes up into a ball of ice, we must wait several hours for the coil to thaw out before we can even attempt to start diagnosing the problem. These are just a few examples of the uncertainty we face. Doing the work in the daylight hours has proven time and time again to be much safer and more efficient.
Sunset Air & Home Services’ commitment to customer service is our number one priority. We stand prepared to serve our customers at the highest level while always keeping safety and accuracy in mind for both our employees and our customers. We thank all of you for your continued patronage and your understanding of our 24/7 policy. As always, if you have any questions regarding our after-hours polices or anything else we can answer for you, please feel free to call our office anytime, day or night.