HeatGuy, LLC Customer Policies & Service Guidelines
HeatGuy, LLC Customer Policies & Service Guidelines
At HeatGuy, LLC, we believe clear expectations make for better service. The following policies explain our scheduling, pricing, payments, estimates, repairs, warranties, permitting, communication, and other service procedures.
Policy Disclaimer
The policies and guidelines provided by HeatGuy, LLC are not intended to constitute a complete or exhaustive list of all company policies, procedures, terms, or conditions. HeatGuy, LLC reserves the right to modify, update, add to, or remove policies at any time as business needs, industry standards, laws, or operating procedures change.
These policies are established by HeatGuy, LLC and are intended to be applied consistently. They are not subject to individual interpretation, negotiation, or modification by customers, technicians, employees, contractors, or other parties.
Where a specific exception, adjustment, or accommodation is permitted, it must be expressly authorized by HeatGuy, LLC management or another authorized company representative. Statements or interpretations made by individuals who are not authorized to modify company policy do not alter, waive, or supersede these policies.
The most current version of HeatGuy, LLC’s published policies will govern applicable services and transactions.
Business Hours
Our office hours are subject to employee availability:
Monday: 8:00 – 4:00 PM
Tuesday–Thursday: 8:00 AM–4:30 PM
Friday–Sunday: CLOSED
Our standard service arrival windows are:
Morning: 8:00 AM–12:00 PM
Afternoon: 2:00 PM–6:00 PM
Because service work is unpredictable, we cannot guarantee exact arrival times within these windows.
Voicemail & Response Time Policy
HeatGuy, LLC strives to return voicemails and customer inquiries within one (1) business day.
Messages received outside normal business hours, Friday through Sunday, on holidays, or during an office closure are considered received on the next business day.
Response times may vary during periods of high call volume, emergencies, or office closures. Multiple calls or messages regarding the same matter will not expedite a response.
Please allow one full business day for our office to respond before following up.
Scheduling & Online Booking
Appointments scheduled online through our website, Google, or an AI scheduling assistant are requested dates only and are not guaranteed until confirmed by HeatGuy, LLC.
If the requested date is unavailable, the appointment may be moved to the next available date, and a confirmation text will be sent. If the new date does not work, please reply to the confirmation text and we will provide the next available options.
Pricing & Payment
HeatGuy, LLC pricing is firm and non-negotiable.
Our standard HVAC labor rate is $150 per hour, with a one-hour minimum unless otherwise quoted or job-priced.
Additional charges may apply for parts, materials, refrigerant, permits, travel, specialty equipment, or other services required to complete the work.
All prices are subject to applicable sales tax. Payment is due in full at the time of service unless other arrangements have been approved by HeatGuy, LLC in writing prior to service.
HeatGuy, LLC does not bill third-party property management companies, landlords, property owners, or other third parties without prior written authorization and approved billing arrangements.
Unless such arrangements have been made in advance, the customer authorizing and/or present for the service is responsible for payment at the time of service. The customer is responsible for obtaining any reimbursement they may be entitled to from a landlord, property owner, property management company, or other third party.
Failure or refusal to pay for authorized services rendered may result in immediate termination of the business relationship without further notice.
HeatGuy, LLC reserves the right to pursue all lawful remedies available for unpaid balances, including applicable lien rights when permitted by law.
Diagnostic & Trip Fees
Our standard diagnostic fee is $150.
When applicable, our standard trip fee is $200. (outside of 50 miles)
A diagnostic visit is intended to determine the cause of a problem. Repairs, parts, materials, refrigerant, and additional labor are not included in the diagnostic fee unless specifically stated.
Payment
Payment is due at the time service is completed unless other arrangements have been approved in writing.
We accept cash and credit/debit cards. Personal checks are not accepted.
Credit/debit card payments are subject to a 3% processing fee.
A responsible adult 18 years of age or older must be present when required for service.
Deposits
Jobs exceeding $1,000 and jobs requiring factory-ordered or specialty parts may require a 50% non-refundable deposit before parts are ordered or work is scheduled.
When a 50% deposit is required, the remaining balance is due at installation or completion unless otherwise stated in writing.
If no responsible party will be present when the remaining balance becomes due, a valid payment method may be required to remain on file.
Cash Discount
For qualifying purchases over $1,000, HeatGuy, LLC may offer a 7.7% cash discount.
Eligibility and final pricing must be confirmed by the office.
Estimates
Estimates are valid for 30 days unless otherwise stated.
An electronic signature is required to approve an estimate and proceed with work.
Approval of an estimate does not place a job on the schedule or authorize parts ordering until all applicable deposit requirements have also been satisfied.
Some projects may be quoted as job-priced work rather than hourly work.
Parts & Special Orders
Required deposits must be received before factory, specialty, or other non-stock parts are ordered.
Availability and shipping dates are controlled by manufacturers, distributors, and other third parties. HeatGuy, LLC cannot guarantee manufacturer or distributor shipping timelines.
Customer-Provided Parts
HeatGuy, LLC may decline to install customer-provided equipment or parts.
When installation of a customer-provided part is accepted, HeatGuy, LLC does not provide a warranty on the customer-provided part.
Additional labor or modifications required because of compatibility, incorrect parts, defects, or other issues may result in additional charges.
Courtesy Checks
A courtesy check is a complimentary evaluation offered at the discretion of HeatGuy, LLC to assess a specific concern.
A courtesy check does not include free repairs, labor, parts, materials, refrigerant, or additional services.
Courtesy checks may be offered subject to specific conditions, including payment of outstanding balances or completion/payment of previously authorized services. If those conditions are not met, the courtesy check may be withdrawn.
Any repairs or additional work identified during a courtesy check are subject to standard pricing unless otherwise agreed to in writing.
A courtesy check is a customer-service accommodation and should not be interpreted as a contract, warranty, guarantee, admission of responsibility, or commitment to provide additional services at no charge.
Contract & Authorization Policy
HeatGuy, LLC employees and service technicians do not have the authority to enter into verbal or written contracts, modify existing agreements, or otherwise legally bind HeatGuy, LLC on behalf of the company unless they have been specifically authorized to do so.
Statements made by employees regarding pricing, complimentary services, warranties, discounts, credits, future work, or other commitments do not constitute a binding agreement unless formally approved and documented by an authorized representative of HeatGuy, LLC. (Management/Owner)
All contracts, estimates, agreements, modifications, and other binding commitments must be formally authorized by HeatGuy, LLC and, when applicable, documented in writing or electronically approved.
Repairs & Diagnostics
HeatGuy, LLC performs its own diagnosis before recommending or completing repairs.
We cannot assume responsibility for diagnoses, recommendations, or representations made by another contractor or service company.
Previous diagnoses supplied by another company do not eliminate the need for HeatGuy, LLC to independently evaluate the equipment when necessary.
Warranty
Manufacturer warranty coverage is determined solely by the equipment or part manufacturer and may depend on registration, installation date, ownership, maintenance, and other manufacturer requirements.
HeatGuy, LLC does not independently warranty equipment or parts manufactured by third parties. (Unless a warranty was specifically purchased through HeatGuy, LLC)
HeatGuy, LLC provides a one-year workmanship warranty on qualifying work performed by HeatGuy, LLC unless otherwise stated in writing.
Warranty coverage does not automatically include unrelated failures, maintenance, customer-provided parts, damage caused by outside factors, or work performed by others.
Unforeseen & Concealed Conditions
Estimates and quoted work are based on conditions reasonably visible or disclosed at the time the work is evaluated.
Concealed, inaccessible, damaged, altered, or undisclosed conditions discovered after work begins may require additional labor or materials.
When applicable, unforeseen-condition labor may be billed at $75 per hour in 30-minute increments, in addition to parts, materials, or other necessary charges.
Permits & Inspections
When permits or inspections are required by the applicable jurisdiction, HeatGuy, LLC will follow applicable permitting requirements for work performed by HeatGuy, LLC.
Certain jurisdictions may require third-party testing, including duct-leakage testing. When HeatGuy, LLC has specifically included or arranged required testing as part of an installation, customers will be informed of the applicable process.
Inspection schedules are controlled by the applicable jurisdiction or third-party inspector and may affect project timelines.
DIY & Third-Party Permit Policy
HeatGuy, LLC does not obtain or pull permits for DIY installations or work performed by another individual, contractor, or company.
Obtaining all required permits and inspections is the responsibility of the person or contractor performing the installation.
HeatGuy, LLC will only obtain permits for work performed by HeatGuy, LLC when permitting is required as part of the approved scope of work.
HeatGuy, LLC will not assume responsibility for, permit, certify, or represent as its own any installation or work that was not performed by HeatGuy, LLC.
HeatGuy, LLC may assist with final hookups when appropriate; however, performing a final hookup does not make HeatGuy, LLC responsible for obtaining permits for work or installations performed by others.
Property owners and installers should contact the applicable governing jurisdiction to determine permitting and inspection requirements.
Electrical Work
Electrical work is performed according to the approved scope of work, applicable code requirements, and manufacturer specifications. (as all work is)
Existing electrical systems may contain concealed conditions, prior modifications, code deficiencies, damage, or other issues that cannot reasonably be identified until work begins.
Additional work required to safely or properly complete the project may result in additional charges.
Emergency Service
HeatGuy, LLC & Washington/Oregon State, generally considers a heating issue an emergency when:
- Outdoor temperatures are 40°F or below, or
- The home cannot maintain an indoor temperature above approximately 62°F.
Air-conditioning failures are generally not considered emergencies in the PNW.
Exceptions may be considered for circumstances involving infants, elderly occupants, or documented medical needs.
Emergency availability is not guaranteed.
Maintenance Membership — Breezy Benefactors
Breezy Benefactors members receive qualifying membership benefits, which currently include:
14% off qualifying labor
20% off qualifying filters
10% off qualifying parts
Two maintenance visits per year at a cost of $129 per visit required.
Members are responsible for scheduling maintenance appointments. Breezy Benefactors is an email reminder list. Membership may be canceled at any time by providing written notice.
Discounts and benefits apply only to qualifying services and may be subject to additional program terms.
Financing
Qualifying customers may have access to financing through Wisetack.
Prequalification may include eligible promotional financing options, including qualifying three-month 0% offers when available.
Financing offers and prequalification results are generally valid for 14 days and are subject to Wisetack’s eligibility requirements and terms.
HeatGuy, LLC does not make lending or credit-approval decisions.
Parts & Filters Return Policy
HeatGuy, LLC accepts returns of eligible parts and filters within 30 days of purchase with a valid receipt or proof of purchase.
To qualify for a return, the part or filter must not have been installed, used, damaged, or altered and must be in resalable condition.
Installed or used parts and filters are not eligible for return.
Custom, special-order, and manufacturer-ordered parts are non-refundable and non-returnable.
Refunds for eligible returns will be issued according to the original method of payment when applicable.
Right to Refuse or Discontinue Service
HeatGuy, LLC reserves the right to decline or discontinue service when appropriate, including situations involving abusive or threatening conduct, repeated disputes regarding established pricing or payment, refusal to pay for authorized services rendered, unsafe working conditions, or other circumstances that prevent a reasonable professional working relationship.
Termination of a service relationship does not eliminate responsibility for outstanding balances for previously authorized and completed work.
Nonpayment
Payment for authorized services is due according to the terms provided on the applicable invoice, estimate, or service agreement.
When payment is not remitted as required, HeatGuy, LLC reserves the right to pursue lawful collection remedies, including lien rights when permitted by applicable law.
Communication & Authorization
Customers are responsible for reviewing estimates, invoices, appointment confirmations, and other communications provided by HeatGuy, LLC.
Statements or requests involving changes to pricing, complimentary work, warranties, discounts, credits, or substantial changes to the approved scope must be formally approved by an authorized representative of HeatGuy, LLC. (Management/Owner)
Electronic approval may be required before work proceeds.
Our Commitment
HeatGuy, LLC strives to provide professional service, clear communication, quality workmanship, and straightforward pricing.
Our policies exist to protect our customers, our technicians, and our company while keeping expectations clear from the beginning of every service relationship.
HeatGuy, LLC
Leading-edge technology, old-fashioned service.
Quality > Speed. Every time.