Service Policy

Low Rate Pricing: Many appliance service companies charge a flat rate fee based on a national pricing guide. Cornerstone Appliance feels the rates within this guide are too high so we have our own pricing guide which is anywhere from 25-50% less than the national pricing guide. If you are interested to find out how much you saved by using Cornerstone Appliance, we would be happy to show you the national pricing guide. You can also rest assure you will be provided a complete estimate before any work is done so you know what to expect.

No Problem Found: If the problem with your appliance does not present itself during our first visit, do not worry! We will return at no additional charge to recheck it within 90 days. Just call and we will schedule a re-diagnosis.

Payments: All services are performed on a C.O.D. basis. We currently accept cash, checks, MasterCard, Visa and Discover Card.

Parts Orders: Cornerstone Appliance is backed by multiple local and nationwide parts distribution centers to guarantee the parts needed for a repair are available. Sometimes it is necessary to order special parts that are unique to your appliance model. In this case we order your part as soon as possible using our state of the art system. Parts orders usually take between 1-2 working days. Your job quote includes standard shipping. Should you request a rush order, we can arrange it at an additional cost.

Deposits: Due to manufactures policies, once we have ordered a part, we cannot stop or cancel it. We require a deposit that is equal to the price of the parts and the service call charge.

Refunds: If the repair cannot be completed do to an unforeseen difficulty such as a part that is no longer available or a diagnosis that is changed, we offer a refund of your deposit less your service call charges. Please allow 5 working days for processing of refunds.

Satisfaction Guarantee: If we fix an appliance and it breaks down again during our ninety-day warranty period, we'll return for free and determine the cause of the problem. If the breakdown has anything to do with the original repair, we'll fix it for free!

Installation of Customers Parts: Should you request us to install a part that is not supplied by Cornerstone Appliance, we cannot, under any circumstance, warranty or guarantee the repair. This includes additional parts or house call trips to complete the repairs.

Inclement Weather: We don't get many snow days, so we will make every attempt to get to any scheduled service calls in a safe manor. We do reserve the right to reschedule or cancel any service calls if we feel it is unsafe for our technicians to be on the roads.



Estimates: are given to the customer who:

a. calls inquiring about the price of service

b. has a technician out to their house with an appliance issue

c. brings an appliance in for service

Revised Estimates: Are to be given whenever an estimate is expected to be more than 10% higher than the original estimate. When estimates are exceeded, the specific reasons for the higher costs are to be clearly outlined on the final bill.

Parts on Order: If the originally estimated repair period will be exceeded due to an ordered part or a delay in acquiring a needed part, the customer is to be given a phone call to explain the delay and to be given an opportunity to cancel the repair job and will only be charged the initial service call for diagnosing the issue.

Parts on Backorder: If parts must be backordered, a log is to be maintained showing the date of the service job, the date of the part order, the date of the notice of backorder and the anticipated date of delivery of the backorder. The customer must be called to be made aware of the delay, the anticipated receive date and date of final repair.

Repair Completion: Once the repair is completed the service invoice and log are to be updated to show that the appliance owner has agreed to the work completed via paying for repair or has been notified the unit is ready for pick-up. Attempts to make phone contact should be noted and if unsuccessful, a written notice is to be sent to that customer, preferably within 2 days of the completion of the repair.

Service Delays: Installs or service call delays are to be noted on the service invoice with the reason for delay listed and the date customer has been informed about the delay noted.

Field Service Appointments: Customers have busy schedules and often take off work or come home or stay home to accommodate our services. The original date and time scheduled should not be given such a narrow window that we are forced to devote undue time before or after the scheduled time for the customer. Appointment times must be given some latitude, due to the nature of field service work. However, once that time period has been established, we must do everything possible to meet that responsibility. If the customer defaults, we can only absorb the lost time and utilize it in some other productive ways. We cannot charge the customer for the fact that they defaulted, nor can be punish them, by setting the new scheduled time at some far distance, etc. If it is seen that our crews cannot make a scheduled time, once it becomes clear, we must use the cell phones or some other means of quickly alerting the customer to the late or postponed appointment.

Survey on Service: Once we have completed service, an email will be sent, if provided, within the week of completion with a link to a survey, looking for your opinion on services rendered. We use the survey responses to learn how we are doing as a business, as well as to respond to any outstanding issues that might exist that we may not be aware of. The points we look for comments on are: arrived when expected, appearance, being courteous, feeling safe, explained the diagnosis, cleaned up, and reasonably priced.

Customer Complaints:

All complaints are automatically escalated to the owner to assist in resolving at time of complaint.

If an issue should arrive, it will be handled as soon as possible. Whether that be at the time of service or after is based on the issue and possible resolutions.

For issues due to new part received damaged or faulty. The customer will be informed within 24 hours of the bad part and given the option to wait for a replacement part to arrive. We utilize all our part resources, which includes a half dozen suppliers, to get the replacement part as soon as possible. For issues due to technician error, we will work with the customer on getting the issue resolved at their convenience.

The customer always has to right to cancel any repair yet to be completed. If repair had been completed but not to the satisfaction of the customer, we will remove any parts installed and refund the amount for the part and labor, if we are notified within 3 days of service completed.

Credentials


2010-2015



Testimonials

"Cornerstone has always provided excellent service and I have found them to be trustworthy. I will continue to refer Cornerstone to friends and clients."

- Bob, Batavia

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