Trade/Product Type

Standard

Emergency/Medical Emergency

1. HVAC-All
   
2. Appliance-Refrigerators
   
3. Plumbing-Water Heaters
   

2 Days

Within 48 Hours

1. Appliance-All Others
   
2. Plumbing-All Others
   

3 Days

Within 48 Hours

Reason

Talking Points/Script

SP unresponsive and customer requests reassignment BEFORE allowed time has passed.

1. Advise reassigning to another provider could delay service request further and we want to do everything we can to avoid that.
   
2. Refer to Reassignment timetable for the approved timeframes for reassigning.
   

“We understand the need to have your <item> serviced in a timely manner and will do everything we can to resolve your service request as quickly as possible. We have assigned the best provider in our network to your request and must allow ample time for the provider to schedule the appointment. Would you like me to contact the provider to help schedule your service?”

Poor Customer Experience

“I understand not wanting to utilize a provider that you have had a bad experience with, can you confirm the service that was performed, and I can document the account to be able to move forward with a different partner.”

1. Supervisor override is required.
   
2. Reassignment requests based on poor online ratings and reviews are not permitted.
   

Customer prefers specific SP

“Our service network team collects information from all providers and reviews this to ensure that the provider we offer at the time you request service is the best provider to assist your request. We will need to proceed with the assigned provider to take care of the issue you are having. Would you like me to call the provider to help you schedule service?”

Customer prefers Out-of-Network Provider

“I understand that you would prefer to us a provider of your choosing, however the terms of our warranty require that we use an in-network service partner to utilize warranty coverage. If you have a pen/paper available, I can provide you with direct contact information of an in-network provider and your service job number for scheduling. Should you choose to move forward with a provider that you select, this would be considered unauthorized work and the benefits of the coverage of your warranty would not be available.”

SP cannot service timely

Contact the original SP to confirm availability.

1.   IF the original SP responds, 
   THEN attempt to reschedule within the timeframe specified on the Reassignment Table.
2. IF unable to reschedule within the specified timeframe or if unable to contact the SP,
   THEN reassign the job.

Customer disagrees with diagnoses

“The diagnosis of the in-network provider is taken into consideration along with previous service history under the warranty when making a final decision on a service job. The diagnosis that was included when the decision was made on your job was from a licensed service provider. We would not authorize a second opinion under the warranty. However, if you would like to have a company of your choosing perform a second opinion diagnostic test, you may send the results to our Support Services team for further review.”

Customer disagrees with non-covered charges

“These non-covered charges were identified by the licensed provider that came and diagnosed the issue. They have indicated that these additional charges are required to successfully complete the job. While I understand that the fees are unexpected, the contract does outline that these modifications/upgrades would be out of pocket expenses should they arise. The alternate resolution in this case would be a claim credit for the covered parts and labor.”