APO: Customer Instructions

APO: Customer Instructions

If the customer wants to review the instructions while on the call, advise of the below information, and document "Relayed APO Instructions" in your job notes.

Warranty Service Request

  1. Locate a licensed and insured Service Professional to diagnose the issue.
  2. The Service Professional must provide YOU with an estimate that clearly states:
    1. Their company letterhead (logo), name, address, and phone number
    2. A detailed diagnosis of the issue
    3. An itemized (line item) costs for individual parts and labor
  3. A checklist is included with the instructions email.
  4. Please send photos of the unit, manufacturer’s data label if available, and issue if possible.
  5. Please submit the estimate within one business day. Including diagnosis, cause of failure, and itemized pricing for services before repairs are completed.
    1. If estimate for Heating and A/C is $500 or less, or $300 or less for all other trades you are authorized to have your service professional complete the repairs.
  6. Submit detailed estimate and photos for pre-approval to:
    1. Email: supportingdocuments@cinchhs.com  
    2. OR use the Document Upload Portal linked in the emailed instructions.
    3. ONLY IF MAILING ADDRESS REQUESTED:
      P.O. Box 810275 Boca Raton, FL, 33481-0275
  7. Upon Cinch approval of the estimate, please schedule the completion of work with your Service Professional.
  8. Send paid invoice within one business day of the completed work to supportingdocuments@cinchhs.com or use the document upload portal linked in the email. 
  9. You will receive an email to select your preferred form of reimbursement.

Preventative Maintenance

  1. Locate a licensed and insured Service Professional to complete the preventative maintenance checklist.
  2. Pay the Service Professional when the maintenance check is completed. 
  3. Submit your preventative maintenance documentation within one business day of the visit to supportingdocuments@cinchhs.com or use the document upload portal linked in the emailed instructions.
  4. Documentation must include:
    1. Date of visit.
    2. Service company letterhead (logo), name, mailing address, and phone number.
    3. Details of systems checked.
    4. Total amount paid and payment method.
    5. Model and Serial number of the unit(s)
  5. Once your documentation is received it will be reviewed within 24 business hours. Please allow 14 days for receipt of your check via postal mail.

APO Instruction Examples

APO Customer Instructions Email and also utilize the APO HVAC PM and GOLD PM instruction examples to advise.


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