What to Expect from Your Excel Appointment: COVID-19 Edition

A mother and son wearing face masks
June 23, 2020

As Virginia continues to reopen, and more and more businesses and services are available to customers again, it’s important to know that proper safety and health precautions are being followed—particularly when you’re thinking about letting a serviceperson inside your home. Are companies tracking for employees with COVID-19? Is it safe to schedule a tune-up during a health crisis? These are responsible questions to be asking, and we understand your concerns about keeping you and your family safe.

While Excel Heating & Cooling has been classified as an essential business during the COVID-19/coronavirus pandemic and was never closed for service, you may be thinking about giving us a call for AC maintenance, repair, or replacement and wondering if we’re an HVAC company who is taking coronavirus precautions seriously. Here’s what you can expect when an Excel technician shows up at your house.

Before Your Appointment

Excel takes the health and safety of both our customers and our employees seriously. We are closely monitoring the health of our technicians and staff, and everyone working for our company has been asked to take their temperature before coming to work each day and to report any symptoms or signs of illness. Any employees who are sick or showing signs they could be sick will not be permitted to work.

We have effectively closed our offices for anything other than deliveries, to limit the amount of close interaction that our staff has with each other, and all possible office personnel are now working remotely from home.

We will be following up with everyone currently scheduled for work by phone, prior to their visit, to make sure that no one in your house is sick, has recently been sick, or is showing any symptoms of the coronavirus.

During Your Appointment

Our new employee guidelines emphasize contactless service. We, unfortunately, won’t be able to shake your hand when we arrive like we used to, but we will work hard to make you feel comfortable with our presence at your house, and are still providing the same excellent customer service experience.

We have adjusted our appointment protocol to maximize social distancing (standing at least 6 feet apart) while in or outside your home wherever possible. Technicians will be wearing gloves and masks at all times while on the job.

Furthermore, wherever possible technicians will travel directly from their homes to our customers to further limit the time that our staff might spend in our facility together. Employees are regularly washing their hands and using hand sanitizer throughout the day, regardless of whether they are on a job site.

After We’re Finished

Once we’re completed the job inside your home, we have also updated our procedures for accepting quotes and processing payments that do not require a customer to have any physical contact with the technician’s iPads, or for the technician to have contact with the customer’s method of payment. Additionally, at this time we will no longer be accepting cash payments, for both your and our protection.

We want our customers to not only feel satisfied with the actual work you’ve hired us to complete, but to feel comfortable about having us in your home. We welcome any additional questions or concerns, so if your AC isn’t working right but you’re on the fence about scheduling service for HVAC in your Waynesboro, VA house, give our team a call. We’re happy to work with you as best we can to make you feel safe hiring the Excel heating and cooling team.

You shouldn’t have to choose between feeling safe and addressing an issue with your HVAC system. Call (540) 870-0423 or contact us to learn more about our new safety guidelines and the extra steps we’re taking for your comfort.

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