Frequently Asked Questions
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Q. What materials do we provide?
A. Materials that are needed for your subscription plan’s maintenance are supplied; however, the cost of your materials is not included. Any materials purchased/provided by one of our technicians will be subject to reimbursement from the customer.
Q. How often can I schedule a service?
A. Depending on the plan you select. We will visit your home 1-3 times a year to perform preventative maintenance on your home. There is no cap on the number of service appointments you can schedule with ACH for additional labor-per-hour maintenance. We’re here to help you care for your home.
Q. Do you cover pre-existing conditions?
A. We cannot cover known pre-existing conditions, but we are happy to arrange for a high-quality technician to complete those repairs at a reasonable price after you purchase your subscription. (Please see our Labor-per-Hour description / Specialty labor.)
Q. Can my plan be transferred if I sell my home?
A. If your property changes ownership during the coverage period, coverage may be transferred to the new owner by calling us at 614-572-4412. If you are a current subscriber moving to a new property, a new subscription plan must be purchased for that property.
Q. Do you offer 24/7 support?
A. Our office hours are 8:00 AM to 5:00 PM. You can email us anytime to request a new service or cancel an existing appointment. Of course, emergencies don’t always follow business hours, so in the event of an emergency outside of these times, you can call (614)572-4412 to reach our after-hours team.
Q. When will my service appointment take place?
A. Service appointments are available Monday-Friday during regular business hours, except holidays. An additional expense may apply for weekend, holiday, and evening services.
Q. How do you select the service techs sent to my home?
A. ACH vets our technicians to send you the right help for the right job. Our technicians are handpicked by our in-house home inspection experts. We extensively review the reputation of our service techs, and follow up to make sure our homeowners are consistently satisfied.
Q. Is there a limit to the number of call-out services I can request?
A. There is no cap on the number of call-outs you can request, but all call-outs are subject to fees/coverage limits.
Q. How do I know what’s covered by my plan?
A. There should be no surprises when it comes to knowing what’s covered and what isn’t. We pride ourselves on being trustworthy and honest. ACH believes in complete transparency so we make it easy for you to view your Terms and Conditions at any time. All Terms and Conditions, and what your plan covers are clearly stated on the website. Have a question about something specific your plan includes? Call our office at (614)572-4412 or email us at email@example.com
Q. Can I have an appliance or system fixed without contacting Arrow Construction Homes first?
A. ACH does not cover the cost of repair or replacement services that aren’t coordinated by our technicians. In the event of a breakdown, it’s always best to reach out to us first.
Q. How much does an ACH Maintenance subscription cost?
A. The cost of the subscription is based on the plan you choose. Please visit our Home Maintenance plans page to see costs.
Q. How long does my subscription last?
A. As stated in our Terms and Conditions, you’re signing up for a full 12-month term. If the subscription is not canceled before the end of the 12-month term your subscription will be automatically renewed for another 12-month term.
Q. What happens after I signup?
A.Once you complete your signup you will be contacted by one of our team members. They will work with you to set up the date and time for your first Home Assessment.
Q. How soon after I signup do I get my first service?
A. After signup, an ACH team member will contact you and you will be scheduled for the first assessment. The normal scheduling window is within 2 weeks or as your schedule allows.
Q. How do I get a call-out service?
A. Contact ACH to arrange a service. This can be done by phone or email.
Q. How much does a Call-Out service cost?
A. ACH provides you with a flat rate of per-hour labor. Check your subscription plan per-hour labor charge and call out fees.
Q. What should I expect during my first appointment?
A. During your first appointment, your technician will perform a thorough home checkup, evaluate all of your major systems, document all your appliances, and perform any other routine maintenance included in the plan you chose. The appointment generally takes 1 to 3 hours depending on the size of your home.
Q What work falls under the category of per-hour labor?
A. Any routine maintenance, replacements (appliances, fixtures, lights, etc..) Any repairs to your current structure.
Q. Specialty Work and Remodeling Services
A. Our specialty work would fall under custom carpentry and/or modifications or additions to your home.
Q. What does it mean when you say replace an item?
A. Replacement - this would apply to the basic removal and installation of the exact fitting product. This would not be replacing the current product with a different product. (The customer will be notified of any replacement that does not fall into the category of basic maintenance, and we will discuss the best options to proceed.)
Q. What does it mean when you inspect?
A. Inspection - applies to the basic visual inspection by our trained technician, by this visual inspection our technicians will be able to see if your current item/product/machine has a missing/loose/questionable functionality.
Q. What does It mean when you change an item?
A. Change - this would be the removal and installation of filters, batteries, etc.. changing out for new, clean products.
Q. What does it mean when you test something?
A. Testing - this includes testing your equipment in a basic matter to ensure it is functioning as designed.