When I’m Around
Normal service is Monday–Friday, 8:00 AM–5:00 PM Eastern. If you need me outside that window, that is when the posted after-hours labor rate comes into play.
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Before I head your way
A Few Things Worth Knowing
I would rather be clear up front than surprise you later. This is the practical stuff that helps a service call go smoothly and keeps us both on the same page.
What Gets the Visit Started
The $100 service-call minimum includes the first hour of on-site labor. If the repair is quick, $100 is the minimum. If more time is needed, that first hour simply rolls into the final labor total.
The Drive
Locations within 25 driving miles of Carmel are local. For jobs farther out, mileage is charged at $0.75 per mile only on the distance beyond that 25-mile area, each way. Drive time is billed at the standard labor rate, and any additional travel cost will be communicated before the trip.
Parts Are Parts
If the machine needs parts, filters, fittings, cleaning supplies, freight, or something else to finish the job, those are separate from labor unless they are already included in a quote. Equipment Care Partners also receive routine inbound shipping on normal Scheduled Maintenance parts I can plan ahead and stock.
Help Me Actually Get to It
If I am there to work on a machine, I need to be able to reach the machine, breaker, water shutoff, drain, and the space around it. Waiting for keys, access, approvals, or somebody to move half the storage room can become part of the service time.
Tell Me What Happened Before I Get There
If somebody worked on it, moved it, changed something, bypassed something, or tried to fix it already, just tell me. Same goes for recurring water, electrical, or plumbing trouble. That is not a judgment call — it is useful information and can save a lot of diagnosis time.
If It Isn’t Safe, We Stop There
I am not going to keep working through something I think puts people, the building, or the equipment at unnecessary risk. Sometimes the next call needs to be an electrician, plumber, contractor, or another qualified trade before I can continue.
Machines Don’t Always Read the Work Order
What looks like one failed part from the outside can turn into something different once the machine is open. If I find something that meaningfully changes the repair, the parts, or the expected cost, I will get with you before I just keep piling work onto the bill.
What I Came to Work On
A service call is for the machine and problem we agreed to look at. If I notice something else while I am there, I will tell you. We can decide together whether it makes sense to handle it then or put it on the list for later.
Sometimes the Machine Makes Us Wait
Age, manufacturer support, oddball parts, and availability can all change how quickly something gets fixed. If waiting on a part — or the cost of the repair — changes what makes sense, I will tell you that too.
Scheduled Maintenance Helps. It Isn’t Magic.
Scheduled Maintenance does not mean nothing can go wrong between visits. Machines still fail and some problems do not give much warning. The goal is to inspect, measure, service, and replace the things we can reasonably anticipate so more of the work happens when we planned for it — with the right parts already in hand — instead of when the machine decides for us.
Equipment Care Partnership
Active Equipment Care Partners who stay current on Scheduled Maintenance receive priority over non-Partner, non-emergency service calls and 10% off standard labor. I’ll also keep common wear parts ready when practical, include routine inbound shipping on normal Scheduled Maintenance parts I can stock ahead, and carry your service history forward instead of starting over every visit. Large, special-order, expedited, equipment, and freight costs are quoted separately.
I Know Where My Wrenches Stop
Coffee equipment touches electrical, plumbing, water, and building systems. I service and diagnose the equipment. When the fix belongs to a licensed trade, I can work with your contractor and help give them the machine specifications and information they need.
Where New Equipment Lands
Full machines and equipment normally come to my warehouse first so I can receive them, look over what actually arrived, and stage the install. If the site is genuinely ready and can safely receive the equipment, we can plan direct-to-site delivery instead.
A Form Isn’t an Appointment
Sending a form gets the conversation moving. I will review what you sent, get back with you, and put the visit on the schedule from there.