Carnes and Sons Air Conditioning Service Policy & Agreement
Our Commitment to You
We provide professional HVAC installation and service during our business hours: Monday-Friday, 8 AM - 5 PM. We stand behind our workmanship and are committed to your comfort and satisfaction within our service parameters. This policy ensures we can deliver the quality service you deserve while protecting both your investment and our team.
Service Hours & Scheduling
Regular Business Hours: Monday-Friday, 8 AM - 5 PM
- All service calls are scheduled on a first-come, first-served basis to ensure fairness
- Maintenance agreement customers receive priority scheduling as a membership benefit
- A responsible adult (18+) must be present during all service visits for safety and authorization
- We request 24-hour notice for cancellations to maintain efficient scheduling for all customers
Emergency Service
We understand that comfort emergencies don't follow business hours. Our emergency service provides:
- Availability outside regular business hours for urgent needs
- Emergency service fee: $99 (applied to total repair cost)
- Priority response order: Maintenance agreement customers (first-come, first-served) All other customers (first-come, first-served)
- Limited availability based on technician schedules
- Emergency criteria: complete system failure, water leaks, or safety hazards
Tip: Consider keeping a portable AC unit ($250) for temporary relief during peak season.
Customer Responsibilities
As the system owner, your participation helps ensure optimal performance and warranty protection:
Regular Maintenance
- Change filters monthly (prevents most common issues)
- Keep outdoor units clear of debris (2-foot minimum clearance)
- Schedule annual professional tune-ups
Drain Line Maintenance
- Maintain condensate drain lines monthly with vinegar flush
- Monitor for proper drainage to prevent water damage
Access & Safety
- Provide safe, clear access to all equipment (3-foot minimum clearance)
- Disclose any relevant conditions for technician safety
System Care
- Report issues promptly during business hours
- Avoid modifications that could affect warranty coverage
- Use only Carnes and Sons for service during warranty period to maintain coverage
Account Management
- Maintain current account status for continued service
Warranty Terms & Coverage
Our Installation Warranty
- One (1) year workmanship warranty unless otherwise stated in your contract
- Covers installation-related issues when properly maintained
Manufacturer Warranty
- Equipment warranties are provided directly by manufacturers
- We assist with warranty claims and documentation
- Requires registration and proper maintenance
Important Exclusions
- Drain lines and condensate drainage systems (regular maintenance item)
- Issues resulting from lack of documented maintenance
- Damage from neglect, abuse, or acts of nature
- Work performed by other contractors voids our workmanship warranty
Service Limitations & Liability
To maintain quality service and fair pricing, the following limitations apply:
Service Scheduling
- Service provided as scheduled based on availability
- Emergency service subject to technician availability
Scope of Responsibility We cannot assume liability for:
- Service delays due to customer scheduling preferences
- Equipment damage from improper maintenance
- Clogged drain lines and any resulting water damage
- Issues from continued operation of malfunctioning equipment
- Work performed by unauthorized service providers
- Pre-existing conditions unrelated to our work
- Damage from power surges, lightning, or electrical issues beyond our control
Service Standards & Safety
Right to Safe Working Conditions For everyone's protection, we maintain professional standards including:
- Respectful communication from all parties
- Current accounts for service continuity
- Safe working environments
- Properly maintained equipment
Service may be declined for:
- Unsafe working conditions
- Threatening behavior toward staff
- Significantly past due accounts
- Equipment that has been tampered with
Property Protection
- Please disclose any hazardous conditions before service
- We exercise care but cannot be responsible for pre-existing property conditions
- Access routes to equipment should be clear and safe
Additional Work & Modifications
Change Orders
- Discoveries requiring additional work need written approval
- Code violations must be addressed at customer expense for safety
- Quoted prices remain valid for 30 days
Warranty Exclusions The following are considered normal wear or external factors:
- Refrigerant leaks from corrosion or vibration over time
- Power surges and lightning damage
- Customer-supplied equipment or parts
- Cosmetic issues not affecting operation
- Normal operating sounds within manufacturer specifications
Maintenance Agreement Benefits
Our maintenance agreements provide value and peace of mind:
- Priority scheduling for all service calls
- Waived or reduced emergency fees (save $99 per call)
- Annual system inspections including drain line checks
- 15% discount on all repairs
- Warranty compliance maintained automatically
- Professional documentation for your records
Agreement Acknowledgment
By scheduling service with Carnes and Sons Air Conditioning, customers acknowledge they have read and understand these policies. This agreement ensures we can provide quality service while protecting your investment and our team's safety.
We appreciate your business and look forward to keeping your family comfortable.
Contact Us Phone: 210-600-5091 Hours: Monday-Friday, 8 AM - 5 PM Emergency Service Available
Serving San Antonio families with integrity since 2010
