COVID-19 announcement to customers
Larry Halpin | March 16, 2020
We are in unprecedented times here in our great nation, state, and city. X-treme Temp is ready to serve the needs of our customers and team members while doing our best to protect the needs of the community at large. Safety is one of our core values and is a high priority at X-treme Temp every day.
X-treme Temp provides a vital role in maintaining the health and safety of our community. Therefore, we will remain open during this time of social distancing. If your Heating is broken, we will be there to fix it.
I want to share our plan to address concerns and answer questions that you may be asking. Below is our process moving forward until further notified. If you need service, please call our main line at 203-815-6851 for service at any hour. We have local staff handling the phones from 8 am to 5 pm Monday thru Friday.
We will be following cleaning protocols recommended by CDC and state agencies. Any team members that have a fever, are showing signs of sickness, or who have been known to be exposed and not protected will be asked to remain at home.
Service Call Precautions
We are open and running calls to homes. We want to be there in case of emergencies and make sure we keep our customers safe and comfortable at home. We also need to take caution to protect our team members and make sure they stay healthy as well.
When you call in, our office staff will be asking if anyone in the home has a fever, been diagnosed or had exposure to the virus. We need to know so that we can be proactive with our team’s response and level of protection. We will have some team members who do not want to be exposed to a high-risk customer and we will respect those wishes. We will also have team members who are willing to work in that environment so that we can respond to those in most need.
In most cases we can troubleshoot equipment from outside, in a crawl space, or in attics and basements with minimal face to face contact. We will be following protocols to maintain a safe work environment by wearing gloves, wearing masks if needed, and disinfecting work areas in the home and in our trucks after each call.
You may be asked by a technician to speak via video or Facetime and we may ask that you help control the thermostat while we are stationed at the equipment. We ask that you work with us so that we may provide the services needed.
We will be running maintenance calls during this time. If you are scheduled already, we plan to come but you are welcome to reschedule so please let us know. We will call before coming and go over any precautions that we need to discuss. As mentioned above, we can often work on equipment with minimal contact. Filters inside the home will need to be changed and we intend to do so please be aware System maintenance is still very important and does not need to be put off for too long or ignored altogether.
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 the work order by our team.
During this time, we ask that all payments be made via electronic means via debit card or credit card, we will not be accepting checks until notified. If you
do not want to give this information to a technician, you may call it into the office to be submitted.
Measures we are taking for our team to be aware of some of our team members may be working remotely from home and, therefore, our internal communication may not be as smooth as we would like. Please be patient with our team so that we can take the best care of you and all our customers.
We intend to limit our time in groups as we have cancelled all group meetings until further notice. Technicians already work in isolation for most of the day and are not exposed to large groups during work. We will be limiting face to face interaction between our office team members and field team members.
Updates from X-Treme Temp
We plan to work our plan in two-week increments unless the situation changes. We will send out communications via email and social media if our plan changes. We greatly appreciate our customers and team members here at X-Treme Temp. We understand the value of trying to reduce the spread of this virus so that our healthcare system is not overwhelmed. We are confident that we will be able to handle this predicament as quickly as possible and return to normality.