COVID-19 has shaken up our communities, our businesses, and our social support systems. We’re determined to help you weather this storm with better protection and a closer focus on your safety.
We know you rely on us when emergencies happen, and we’re committed to answering your call — that’s why we’ve ramped up virtual services, including Remote Assist, and created a library of useful content, so we can start solving your problem from a safe distance.
Sometimes, you need a tech to solve the problem in person. We’ve taken steps to continue to serve you while protecting your health and the health of our technicians. We continue to closely monitor updates and recommendations from the CDC and local health officials, plus we’ve increased our on-site protocol.
Our technicians use one-time-use, disposable shoe covers, masks, and gloves, and sanitize equipment in between each home visit. That includes disinfecting everything from our tools to the steering wheel and door handles of our service vehicles.
Technicians have been equipped with disinfecting wipes and hand sanitizer and have been briefed on safety practices within our customers’ homes.
Employees are closely monitoring their own health. In the event any individual is presenting symptoms or fear they may have been exposed, they will self-quarantine, as will any employees they’ve been in contact with.
We have limited the exposure of our employees. Where possible, parts are delivered to technicians without coming into contact with the warehouse staff. Technicians keep wipes in their trucks to disinfect boxed parts and wear gloves when handling the parts.
If we don’t shake your hand, we mean no offense. We just want to minimize the spread of germs to keep everyone healthy.
Times are tough, but we’re adapting. In order to deliver the service you need with less risk to you and your household, we’ve come up with some extra measures to help solve your problem without any contact between you and your technician.
Here’s how it works. We will:
Give you a call or text when we arrive to greet you and sort out next steps over the phone.
Go right to the system that needs attention — no need to lead us there personally.
Wear a complete set of personal protective equipment, including a mask, to prevent contamination.
Have you work any controls (like a thermostat) to reduce our contact with your devices.
Use a “verbal” signature to sign off on invoices (instead of requiring an actual signature).
Ensure any parts we need to complete the work are sent over safely and without contact.
Send all documents electronically, and complete the payment without physical methods like cards or cash.
What you can do to help:
Let us know if you have any concerns, and what you need from us to keep you safe and comfortable.
Open all necessary doors for us, so we can walk right to the problem without touching doorknobs.
Keep an eye out for our number so you don’t miss our call.
Clear out any clutter from the work area to help us complete the job quickly and safely.
We want to assure you that we take safety as seriously as our work. We’re committed to continuing our service without exposing you or our team to unnecessary risk — please let us know how else we can bring you more peace of mind.
We also understand you might be more cautious about who enters your home. Now you can speak to a licensed and certified technician, over the phone or through video chat. Our HomeX Remote Assist technicians can help you assess, and sometimes fix issues without the need for a home visit. If the Remote Assist technician determines that you need a service visit, we’ll send a tech to your home. They’ll already be briefed on exactly what’s wrong and have the right tools and parts to get started right away.
You are able to access Remote Assist for $50 and if the technician determines that you need a service visit, we’ll send out a tech and credit your invoice with the fee.
Home hygiene is always a top priority and especially when germs are likely to spread. It’s important to follow advice from the local health authorities and maintain good airflow in your home. You can practice good home hygiene by:
Disinfecting and cleaning surfaces frequently.
Ensuring your home’s vents and filters are clean — central heating and cooling systems ventilate the air in our homes to protect our health.
Improving indoor air quality with products that can filter very small particles, kill germs, and control humidity. This includes products such as high efficiency filter systems, air purification systems, humidifiers and dehumidifiers.
Our top priority is your health and safety, and we will continue to be here to assist you. We also ask that if you have been exhibiting any symptoms related to COVID-19, and you have recently had service, please call us so that we can help ensure the health and safety of our team members and other customers.