FAQ's
These are our MOST asked questions in the call center, before asking your lead or manager be sure to check this page for answers :D
Common Questions!
What is our service area?
For service area-
Bay area includes as far North as Santa Rosa, south as South San Jose, East is Waterford/Oakdale, Valey area south is Turlock, North farthest is Redding and anything along the way that is on Interstate 5.
NO: Shingletown, Weaverville, San Francsico, Pacifica, Morgan Hill, Gilroy, Fresno
***Refer to Maps on Service Area Page***
Do we service rooftop HVAC's?
We do service rooftop HVAC systems. The home needs be be at most 2 story for us to come out with our own ladder, anything over 2 story will need to have rooftop access for us to send a technician out. This can be a door leading to the roof, a stairwell on the side of the building that is secured to the building, but NOT if it is a ladder is attached to the side of the building.
Can we go out if it is X year old?
If an HVAC system that was NOT installed by us is under 4 years old, we cannot service it. Due to its age it may still be within warranty with the company that performed the install. If the customer wants to move forward regardless of potentially voiding warranty, we advise we still cannot service as it is our company policy.
Is this within Warranty?
If the system was installed by Jazz please refer to the invoice summary as it will have Warranty information listed. If this is a current Jazz, previously Haddon customer and they had their system installed by Haddon, Haddon customers *sometimes* received 2-year Labor and 10-year Manufacturer Parts warranty. If they are out of the 2 year labor warranty the job needs to be booked as a Diagnostic.
If they were installed by and out of Labor Warranty AND out of our new service area we are to decline service.
For Derek Sawyer customers if a customer has a question regarding warranty send a message to CSR chat to be forwarded to dispatch.