We will never intentionally misdiagnose a symptom or replace a part that does not need to be replaced. We will never perform a service that we do not feel is absolutely necessary. We will never charge you for service that we do not perform.

If we feel, based on experience, that a machine is too old or worn to economically repair, with a reasonable expectation of satisfactory continued service, we will advise you of our opinion. However, the decision to repair or a machine or take it out of service ultimately rests with you. Machines will be cranky at times and can be misdiagnosed by our technicians, who are humans and make mistakes, of one problem which in fact there may be more. If we ever make a misdiagnosis, we will return to the worksite and repair the machine again free of any labor charge. The only charge (or credit) may be an adjustment for the cost of parts. But to ensure our services for our customers our technicians run final checks on the machine before moving on.

We will always treat you with respect. We will always make our best effort to arrive at the worksite at the promised time. However, emergencies happen, machines can be temperamental, traffic can be unpredictable, and delays can and do occur. As soon as we know that we are going to be late, we will attempt to contact you with a revised time of arrival. We subscribe to the philosophy that there is no problem that two rational, reasonable people cannot settle. When problems (inevitably) occur, we will make every reasonable attempt to negotiate a resolution that is satisfactory to you and to us. It is not reasonable for you to expect us to name an exact time when we will be there. A 2- to 4-hour time window is reasonable. Technicians plan their day by a number of factors. Usually the primary factor in the morning is geographical; we try to line up calls so we are not cutting back and forth across town all day; this is a waste of time (and money!) for both technician and customer. As the day wears on, stuff happens. Emergencies occur; if someone is losing 500 dollars' worth of meat, their deep freezer may be put in front of your dishwasher. Machines can be cantankerous and can take longer to fix than usual, pushing the rest of the tech's schedule back. If we get behind, we will call you and revise our schedule so that you aren't waiting all day for us to show.