How Service Calls Work

by | Mar 27, 2018 | Blog | 0 comments

If you think something might be wrong with your HVAC system, it’s time to get a service call. The process of booking a service call with Boulden Brothers is somewhat similar to booking an estimate. However, we’ll need to get a little bit more information to make sure we can send the proper technician out to the home. Right when you call us, you’ll get to speak with one of our trained client care representatives. They do a great job of gathering the relevant information we need, determining the type of problem you’re having, and giving you a date and timeframe for when we can come out for your appointment.

When can I call?

Phones are answered 24 hours a day. If you call from 7:00 a.m. to 8:00 p.m., you’ll reach our office. After 8:00 p.m. calls are directed to a live answering service. If clients request a repair visit be scheduled for that evening, the call will be transferred to the Boulden Brothers manager on call. They will take the information and dispatch a technician as soon as possible.

What happens after I schedule a service call?

We will call the evening before to confirm the appointment and again when the technician is on the way. You will also receive a text message with a photo of the technician along with an accompanying bio so you can be secure in knowing exactly who will visit your home. The technician will arrive in a Boulden Brothers branded truck, wearing a Boulden Brothers uniform, and carrying a Boulden Brothers ID badge.

When the technician arrives at your home, they will find out more about the problem by asking about the age of the home along with any other issues you may be having. The process is similar to a doctor’s visit, where the goal is to obtain as much information as possible to ensure they can make the right diagnosis. Once the technician has a better idea about what is going on, they will perform a diagnostic of the system. Then they will meet with you to let you know what your options are to best suit your needs.

How does the technician obtain replacement parts?

The vast majority of repairs will happen the same day, from parts the technician has on the truck. Unfortunately, it is impossible to have every part because some items are special order, rare, or unusual parts that just wouldn’t be stocked in our truck (or any service company’s truck).

Upfront Pricing

One of our most important priorities is to provide you with an upfront price so you’ll know exactly what the investment will be in order to get your system up and running again. You never have to stand over the technician with a stopwatch, wondering what the bill will total. With Boulden Brothers you’ll always get an upfront price and know exactly what to expect.

Schedule a service call with Boulden Brothers if you think your HVAC system isn’t behaving normally. Give us a call or contact us online.

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