Service Policies

Our Fees
Wilson AC & Appliance service fees are based on an industry standard retail pricing system.
This system allows fair pricing to you the customer, regardless of the speed of the
technician. This creates an incentive for the service technician to make a good diagnosis of
the problem and make repairs in a timely fashion. Initially a diagnostic fee is assessed
based on your location. This fee includes travel to the product to be serviced and the time
needed to determine the necessary repair. The service technician will supply you with a
quote for repairs. You have the option to decline the repair and pay only the diagnostic fee or
choose the repair quoted. If for some reason the technician finds additional problems, a new quote will be provided, if the revised quote for repair isn’t accepted, the option to pay only the diagnostic fee remains.

Our Procedure
The call taker will enter all provided information at the time service is requested. If any
necessary information is not given at the time the service call is requested, we ask that you
please e-mail or call with any additional needed information. We typically offer an AM (9:00 -
12:00) or a PM (After 12:00) time slot. The technician can usually perform up to two calls in
the AM time slot and four in the PM time slot. From time to time the technician can experience
an unexpected or extenuating circumstance that may delay him. We try very hard to stay on
schedule as we know your time is valuable. On the day that service is scheduled, the
technician will call before he attempts to come to your home. If you are unavailable to accept
phone calls or away from the phone even for a short time, please call our service department
(512) 894-0907 to let us know that you are home and expecting service. The technician will
assume you are not at home if he can't reach you. Keep in mind, phone lines that are also
used for internet lines can keep the technician from reaching you. The technician must then
move on to the next scheduled call which may take him out of your area. Unfortunately, you
may have to reschedule service for another day. Wilson AC & Appliance stocks a large
inventory of appliance parts, however each appliance manufacturer uses many different parts
that sometimes are not stocked by the parts distributor. Your technician will order your parts
either the day the unit was serviced or the next working day. Please feel free to call our
service department to get a projected arrival date. Once your part(s) have been ordered, you
will be notified to set up an installation time, based on the parts estimated time of arrival.
Please note most non-stock parts take 7-10 working days to be shipped and are contingent
on availability. Occasionally parts are no longer available for some products.

Payment Policy
Payment is due at time of service. If parts are required, the initial service fee is due at time of
diagnosis of the problem. Parts can then be ordered. Repairs over $400 require customer
approval in writing. An e-mail or signature on the service call invoice will suffice. Special order
parts require advance payment. Payment in full is due at completion of service. We accept
Master Card, Visa, check, or cash. You may apply for credit through GE Capital or Wells Fargo by
here. Credit must be pre-approved in advance of service.

Labor Warranty
At Wilson AC & Appliance we strive to perform an accurate diagnosis and repair. If for some
reason your appliance experiences the same problem within 30 days of the completed
service your technician will return free of charge. Warranty only applies to the same
component. Parts warranty is specific to each brand.

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