Question 1

How do I schedule service?

Accepted Answer

1. Fill out a service request on our site.
 
2. Make sure to include the model number, without it, we cannot repair it.
 
3. We will contact you within 24 hours (unless it's a holiday or the weekend) to confirm details provided and schedule. When scheduling over the phone, we will request payment to secure your appointment. 
 
4. We do some important behind the scenes work to make sure we have everything we need to get your appliance back to tip-top shape. 
 
5. We come out, diagnose the machine and provide an estimate, you decide if you want to repair it. 
 
6. If you choose to repair, we will do it on the spot. You'll pay the remaining balance (the difference of the diagnosis fee minus the repair total) and we will send you a receipt. If we need additional parts that we do not have in inventory, we will schedule another appointment. 75% of our calls are completed on the first trip out.

Question 2

What if I need to cancel my appointment?

Accepted Answer

No prob! If you must cancel your appointment, please do so as far in advance as possible and in writing. 
 
For a full refund: Email (santacruzappliancerepair@gmail.com) at least 24 hours in advance. If your appointment is on a Monday, please call 72 hours in advance. Same goes for rescheduling, just send us an email :)

Question 3

I'm not comfortable making payment over the phone! Is that even legal?

Accepted Answer

If you are uncomfortable paying the diagnosis fee over the phone, we completely respect that, we are happy to refer you to other appliance repair companies in the area. Charging an upfront fee for diagnosis is legal as long as it has been properly disclosed to the customer. We use a third party to run the fee which encrypts your sensitive information.

Question 4

Can You Make an Emergency Repair or Come This Weekend?

Accepted Answer

Although we'd love to help you out in a pickle, we are open for repairs Monday through Friday 9AM - 5PM (and our office is open Saturday 10 - 3 for scheduling).

If it is an emergency, call 911, PG+E, or your local water provider. If we cannot do the repair ourselves, we will make a recommendation for another reputable appliance repairer.

Question 5

Can You Call Before Coming Out?

Accepted Answer

We will always give customers a call when we are on our way :)

Frequently Asked Questions

How do I schedule service?

What if I need to cancel my appointment?

I'm not comfortable making payment over the phone! Is that even legal?

Can You Make an Emergency Repair or Come This Weekend?

Can You Call Before Coming Out?

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