Like the rest of the World, we’ve been closely monitoring the situation and have developed a Best Practices Guideline that ACI believes best helps us protect our employees and customers. These guidelines are based on CDC and State Agency recommendations along with the experiences other Businesses have had in already affected countries.
You can remain confident that our Management and Technicians will continue to provide our swift, 5-star Service without interruption just with a few more precautions than normal. Safety is one of ACI’s highest priorities, so we’ve taken the following steps to ensure your safety and ours.
If you need service, call our main line at 208-772-9571 or 509-482-2000 to schedule an appt. We have local staff handling the phones from 7:00 am to 5:00 pm our normal hours.
If you’re calling outside regular hours we have an after-hours answering service, who will contact our on-call technician so he can make a call back to your home to take care of your concerns over the phone and determine if an afterhours service call is needed. You can also schedule service through our website.
Service Call Precautions
ACI Northwest is open and running heating, cooling & electrical calls to homes and businesses. ACI wants to be there in case of emergencies; and to make sure we keep our customers safe and comfortable at home. We are taking precautions to protect our team members and making sure they stay safe while working.
When a call comes into our office our staff will ask some important questions to help ACI be proactive with our team’s response and level of protection. Depending on where your equipment is located, we may be able to troubleshoot and service your system without entering your home, but this may not be the case for everyone. We will also forgo our courtesy handshake or business card hand off.
We will be following these protocols to maintain a safe work environment by:
- Wearing new gloves and booties at each home
- Using disinfectant with paper towels to wipe down surface areas
- Disinfecting work areas in our office’s multiple times daily
- Disinfecting our Service and Installation trucks after each call
Maintenance Calls
We will be running maintenance calls during this time. If you are scheduled already, we plan to come but you are welcome to reschedule if you’d prefer to distance yourself. We will call before coming and go over any precautions you may have before showing up on site.
Obtaining signatures for work
Our normal process is for repair work to be approved via signature before beginning work. In order to reduce contact, we will be suspending this requirement at this time so you will not be asked to sign a phone or tablet by our team unless deemed necessary by customers corporate office for payment purposes.
For equipment sales, we use paper contracts so only you and our sales staff will have access to the contract.
Payment
During this time, we ask that all payments be made via electronic means via debit card, credit card, or 3rd party financing if possible. We will be accepting checks and or cash but special protocols will be in place both in the field and here at our shop to protect everyone handling paper forms of payment.
Communications
Some of our team members may be working remotely from home and therefore you may experience a slight delay in response times. Please be patient with our team so that we can take the best care of you and all our customers.
Updates from ACI Northwest
We will continue to monitor the spread of COVID-19 and communicate any policy changes with you immediately. You can find any necessary updates on our Facebook Page, ACI will also be sending out any potential large policy changes via our Mailing Lists.
We greatly appreciate your patience and understanding as we all navigate these uncertain waters together. Our team is always dedicated to providing you with incredible service and quality.
We want to thank you for your business and wish you and your family safety and security in the following weeks.
Sincerely,
ACI, Inc.