* Please take a moment to read our policies before your tech arrives:
· All customers will be asked to give prior written permission for Family First RV Services, LLC, to perform diagnostic, repair and/or servicing for work on all RV’s.
· All services are billed based on the following: Trip charges per posted service zone, total service hours, parts and/or supplies, and an optional applicable recycling/disposal fee.
All applicable state and local taxes apply. A $40 service fee invoiced on all returned checks. Unless arrangements are made and approved, payment is due at time of service / same day. Late payments may be subject to additional late fees.
* Recycling and disposal of appliances, hazardous material, waste and debris:
Family First RV Services, LLC, is committed to complying with all ordinances regarding proper disposal of unwanted appliances, hazardous materials & waste. This ensures that your items are disposed of using the best environmental practices & keep us all safer.
As a convenience, we offer a safe disposal option for our customers as follows:
* Large appliances (ex: refrigerator): $100
* Medium appliances (ex: air conditioner, large television): $75
* Small appliances (ex: water heater, furnace): $50
* Furniture: $25-$100 each (depending on size)
* Awning parts: $50 - $200
* General large debris (counters, cabinets, wood): $50-$200
(This optional service fee covers landfill disposal fees, transportation and labor)
· For all service hour charges, the clock starts when the service tech arrives at the site and are then billed in 30 minute increments with a 1 hour minimum (the minimum time necessary to appropriately diagnose, communicate and document findings).
In the event we finish a job prior to the end of the hour, customers may request to have other areas of their RV serviced at no additional charge.
· All charges are calculated at the completion of each day’s current services. If additional service is needed (example: parts install) these charges will be billed when completed.
· Family First RV Services, LLC requires that either the customer (or designated adult) be present for the duration of the service request. Accommodations to this policy will be considered at the request of the customer and approved by Family First RV Services. Customers not present at time of service are considered in full agreement with terms of Service Agreement, available by request.
· Family First RV technicians may take job specific photos of the work completed. These pictures are used training, educational & marketing purposes, verification that the job was completed to customer’s satisfaction and complies with industry standards.
All customers are welcome to be present, review, approve, and/or request copies as well. Family First RV agrees not to sell, distribute or use these photos for any other purpose other than listed above.
* Due to high demand for our mobile RV services, Family First RV Services LLC may sublet work with carefully screened, nationally certified and insured Independent Contractor RV Technicians. Contractors assume full responsibility for their specific job assignments.
* For all jobs performed at a secured storage facility, Family First RV requires that either the RV owner (and/or the registered renter) either be present for the duration of the service call, and/or obtains prior written permission from the storage facility owner or manager for us to be onsite. No exceptions. If these can't be obtained, the RV must be pulled out and placed at a secure location away from the storage facility or be subject to cancellation until such permission can be obtained.
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* Manufacturer's Extended Warranty Policy:
Many RV manufacturer warranty companies have provisions for a certified mobile RV technician to provide certain services on site. It is the responsibility of each customer to determine their appropriate coverage policy requirements and processes.
Family First RV will accept manufacturer warranty work under the following conditions:
1. Customer works directly with the warranty company for all calls and correspondences (Family First RV is not a shop and does not have personnel to handle these calls)
2. If the warranty company requires Family First RV to call in for pre-service work approvals, this will be done at the job site and during a standard service call. All technician time incurred with these calls will be the responsibility of the warranty company or the customer, depending on whether the claim is approved. Many warranty companies require full diagnosis, any replacement part(s) determination, and photos from the job site. Any part of the invoice not covered by the warranty company will be the responsibility of the customer. Family First RV Services, LLC does not perform "free estimates". All calls are invoiced at standard service call rates, unless other arrangements are made and approved.
3. Warranty company provides Family First or the customer with all necessary service paperwork ahead of time if it requires printing prior to the repair appointment.
4. Payment arrangements are made between customer and warranty company ahead of time to assure Family First is paid in full on the day of service.
5. Coverage levels by warranty companies vary from policy to policy. Some companies require co-pays, some do not cover "trip/travel" charges, shop supplies and/or cover the diagnostic trip. Any invoiced items not covered by the warranty policy will be the responsibility of the customer and billed accordingly.
6. Family First RV agrees to timely provide any follow up copies of invoice, detailed service procedures, intake forms, etc. at the request of the warranty company prior to or same day as service appointment.
7. Any exceptions will require approval prior to the service date. Family First RV reserves the right to decline any warranty service requests at their discretion. Some warranty companies work well with coverage for mobile service companies, others have more restrictions and may not cover at all.
8. Any post-work warranty requests on jobs not preapproved by the warranty company will be handled at the discretion of Family First RV. If approved, customer will be invoiced for any additional technician time incurred and invoiced at the standard labor rates.
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* Guarantee of Service
Family First RV Services, LLC, stands behind the service we provide! In the event a customer is unhappy with our service, or similar work is needed again within 30 days... we are committed to make all attempts to "make it right". This includes return visits, replacement of defective parts and more at their discretion. It is the responsibility of the customer to contact Family First as soon as a problem is noted and/or no later than 30 days following service, and PRIOR to any additional work, repair and/or inspection from another service provider. Failure to properly notify Family First RV may result in a void of our Guarantee policy.
· Late cancellations made within 2 hours of service may be subject to a $100 service charge, and $150 if a complete no-show/no-prior cancellation occurs and the technician traveled to and arrives at their scheduled time to perform your requested service. It is the responsibility of each customer to contact Family First RV by phone or text and leave a specific message regarding your situation.
* Any questions or concerns about any of these policies, please call us... let's talk
