Motili, Inc: HVAC Service

Cinch has partnered with Motili, Inc to deliver quality HVAC service to our customers in select markets. Motili will service all HVAC brands.

Motili Assignment and Reassignment

While initiating an HVAC service request, if Motili, Inc is auto assigned in Zoho, inform the customer Motili will send a message through Email and SMS for the customer to select 3 appointment windows for service.

Motili will then confirm one of the selected appointments within 4 hours of the customer selection. 

Motili will then assign a local Motili Authorized Technician. The technician will reach out to the customer by Email, Phone, and/or Text.

If the customer needs to Reschedule, they will need to call Motili directly at 800-935-5620.

Extended Zip/Service Locator Search: Motili does not confirm appointment availability over the phone and should not be contacted.

Emergency Severity: You may assign Motili from the calendar view if no verbal confirmation is received after calling up to 4 SPs.

Medical Emergency Severity: Do Not Assign as verbal confirmation of availability is required. 

When a customer calls in and requests to Cancel or Reassign a job assigned to Motili, Call Motili prior to Reassigning to attempt to keep the job with Motili, if you must reassign or cancel document the reason in the job comments.

If a Multi-item scenario, HVAC jobs may be assigned to different SPs if need be, same rules apply to keeping an HVAC assigned to Motili. 

Service Expectations

Motili, Inc

“Do you have a pen and paper available to write down some important information? Your Service Job ID number is <Service Job Number>. The service provider assigned to your request is Motili. Motili will send you an email and text message for you to select 3 appointment windows. Motili will automatically reply with confirmation for one of the selected appointment windows within 4 hours to confirm your appointment. They will also attempt to contact you prior to the visit. It is very important you answer the confirmation call, or your appointment may be missed, and you will need to reschedule. Someone 18 years or older needs to be at the home during the time of the visit. The technician will diagnose the item(s) and follow up with us regarding the next steps.”

Status Updates

Motili updates the Job at each stage. Updates will reflect in the Service Explanation field, Part Lines, and in the Comments on the job.

If a customer calls in for a status update and an update is not reflected on the job, contact Motili directly at 800-935-5620.

Do Not Create a CL-Autho Task Exception for Motili assigned jobs. 

Autho and Part Sourcing

Motili will communicate with Authorizations and Part Sourcing through Email.

Motili will provide All Parts and Equipment.

Do Not Create a Parts Request or Research Escalation Task Exception for Motili assigned jobs.

Escalations and Supervisors

Call and/or Email Motili directly for status updates if not documented on the Service Job:
800-935-5620 
customer.support@motili.com

If a job assigned to Motili is Cancelled or Reassigned, call Motili and attempt to keep the job assigned to them, if the job is cancelled or reassigned, make sure to document the reason in the job comments. 

Tier 1: Handle escalations as normal, if highly escalated situations occur you or a supervisor may utilize the email address above to make Motili aware. 

Tier 2, Tier 3, CAT, White Glove: If you receive a highly escalated situation regarding Motili send an email to customer.support@motili.com.

Make sure to copy your supervisor, and your departments shared inbox. 

Customer Communication Examples

Customer SMS:

Preferred Appointment Selection:

Appointment Confirmation:

• Related Articles

• Sears HVAC

  Customers with a Sears Whole Home or Systems Warranty, that are calling in a Service Request on an HVAC system can be assigned directly to Sears. There are the active Sears profiles: Sears Home Services (977430579) To be used when dispatching Sears ...

• GE Appliance Service Requests

  Cinch has entered into a partnership with GE to better service our customers. GE will service our customer's GE brand appliances, which means that they will benefit by being served by only the highly trained, registered, GE Technicians and enjoy ...

• Whirlpool Factory Service

  Cinch has partnered with Whirlpool Factory Service to better service our customers. Whirlpool will service the following brands: Whirlpool, Maytag, KitchenAid, Amana, Jennair. Once Whirlpool is assigned to a job on a service order Whirlpool CANNOT be ...

• LG Appliance Service Requests

  Cinch has entered into a partnership with LG to better service our customers. LG will service our customer's LG brand appliances, which means that they will benefit by being served by only the highly trained, registered, LG Technicians and enjoy ...

• Sears Service Request

  Sears may populate calendar availability for any warranty customer requiring an appointment for Appliances or HVAC. When the customer has a Sears Warranty the system attempts to show Sears availability first and in SB will require manual intervention ...