Honest hours
Staffed hours, then a phone that rings
Four people cannot answer a phone all night. We would rather tell you that now than leave you guessing at 10 p.m.
Monday to Friday
6 a.m. to 6 p.m. The shop phone is answered by Melody or Carlton.
Saturday
7 a.m. to 2 p.m. Phone answered. A technician is on call for a warm cooler.
Nights and Sunday
Carlton answers when he can, and plan kitchens are called back first. Otherwise leave a message with your address and what is warm. It is returned by 7 a.m., or Monday morning after a Sunday.
Who gets what
Calls by the hour
| When | A plan kitchen calls | A home calls |
|---|---|---|
| Weekdays before noon | A plan kitchen callsOn the route first, with a window by phone. | A home callsA same-day visit when the route has room. |
| Weekdays after noon | A plan kitchen callsSame day when you called before 10 a.m.; otherwise as soon as a window opens. | A home callsNext business day, or the same day if a window opens. |
| Saturday morning | A plan kitchen callsPhone answered. A technician is on call. | A home callsPhone answered. Visits when someone is free. |
| Nights and Sunday | A plan kitchen callsCarlton picks up when he can. Voicemail is returned by 7 a.m. | A home callsVoicemail, returned by 7 a.m. or Monday morning. |
While you wait
If the box or the AC fails after hours
What helps us most when we call back.
- 01
Step 1: Leave a message
Your name, address, a phone that takes texts, and what is warm.
- 02
Step 2: Text a photo
The unit's nameplate and the thermostat or thermometer, to the shop's text line.
- 03
Step 3: Protect what you can
Keep a walk-in door closed. Move ice cream and meat first if you have a second cooler.
- 04
Step 4: Turn an iced-up AC off
Switch it off at the thermostat and let the coil thaw. It prevents a bigger repair.
- 05
Step 5: We call back
By 7 a.m. at the latest, plan kitchens first.
Questions
Hours questions
Do you charge more after hours?
We do not staff after hours, so there is no after-hours rate to print. If Carlton can take a call outside staffed hours, he tells you the visit fee before he comes.
Why not offer 24-hour service?
Because four people cannot do it well. A firm that promises it and cannot staff it leaves you waiting. We would rather be honest and early.
Is Sunday really closed?
Yes. The phone goes to voicemail and we return it Monday morning. If you have a kitchen plan, leave a message and we call first.
Need us now?
During staffed hours, call the shop. Otherwise leave a message and a photo, and we return it by 7 a.m.