VISIONS SERVICE DEPARTMENT - TERMS OF SERVICE
1. Service Request:
All requests are subject to acceptance by Visions Espresso Service. We offer our services from an approved list of equipment manufacturer models to prevent extensive lead times for parts due to discontinuations or special/back ordering. We accept correspondence of service requests via phone and email, however we will always confirm a scheduled visit via email. Our default is set to an estimated time of arrival, however if you have a time sensitive arrival time, we are happy to accommodate as best as we can, required to specifically state this in your original request. We are professionals in servicing your equipment, educating your staff of proper use and general cleaning, and of course staying out of your way when we are behind the bar in your space! Please inform your staff of the confirmed scheduled visit so they are aware of our arrival.
2. Rates:
Standard:
Field & In-Shop: $135/hr / minimum 60 minutes / billed in 15 minute increments thereafter
Travel: $135/hr / minimum 30 minutes / billed in 15 minute increments thereafter *Any travel exceeding 1 hour will include the return trip.*
Machine Install/Transfer: For employee and equipment liability purposes, this service requires two technicians to be scheduled. Full hourly rate applied for each technician’s time, decreasing to one technician once equipment is secured as set-up requires only one technician.
Island:
Labor: $135/hr / minimum 60 minutes / billed in 15 minute increments thereafter Travel: $135/hr / minimum 60 minutes / billed in 15 minute increments thereafter *Including wait times in accordance with ferry schedule
*All after hour service requests: $180/hr / minimum 60 minutes / billed in 15 minute increments thereafter*
All travel is calculated via distance from Visions Espresso Service HQ.
All parking, ferry, toll, and tax billed by visit.
In the scenario we need to return to the location to complete repair, standard rates still apply if a specialty part is needed to be ordered.
3. Preventative Maintenance Schedule:
If you are interested in joining our calendar alerted Quarterly PM Plan - please contact us and we will send you a PM Plan Proposal that includes yearly cost for quarterly maintenance. By taking preventative measures in replacing commonly worn parts on a routine schedule - it will help reduce the potential for larger, more costly repairs and increase the integrity and longevity of your equipment.
4. Water Filtration Schedule:
With coffee, comes water. Visions upholds the importance of ensuring properly conditioned water for all coffee brewing equipment. We measure your supply water through various parameters to offer the most advisable system for your location. Water filtration is precedent in proper equipment maintenance and care. To learn more about our filtration options and how you can join our rotation schedule for proper replacement reach out!
5. Parts:
Parts are billed MSRP, subject to change via manufacturer without notice. All parts invoiced will either be on-site or estimate approved prior to installation. We can accommodate expedited parts, however the monetary difference of shipping rates will be invoiced. Depending on the part, pre-payment may be required for ordering prior to service visit. If the part is ordered and received at HQ with no correspondence exceeding 30 days, this part is claimed abandoned and becomes property of Visions Espresso Service. Please be advised the manufacturer determines part status as backordered, specialty, or discontinued and this may result in extensive wait times for sourcing and repair. We will correspond every step of the way in response to customer’s repair needs
6. Warranty:
We honor the set warranty of each sale and offer troubleshooting advice of common issues that may surface as you learn your new equipment. From there, our service department offers scheduled remote tech support phone calls and video chats to resolve any possible deeper issues. Our sales department provides the information regarding warranty parameters for each manufacturer/equipment sold. After that, you are able to utilize the service department with our standard rates applied. We honor a month warranty of our services if the original issue persists or clear damage done at the technician’s hand, the next visit can result in a discounted rate or completely waived, both options determined by Visions Espresso Service. We provide a specialty service
that requires extensive training and credentials obtained directly through the manufacturer. We reserve the right to determine clauses for invoice revisions requested by customers.
7. Cancellation/Rescheduling Policy:
Due to high demand for service, we uphold a 24-hour cancellation policy resulting in a $75 fee if notification falls outside of that window. Standard rates apply if there is no notification of these needs resulting in the technician arriving as originally scheduled with no access to perform equipment service or if no correspondence was made to cancel prior to technician’s departure/arrival. Due to the nature of service, we reserve the right to reschedule appointments as needed in response to unforeseen delays. In the event we need to reschedule the same day of your visit for any reason, we offer 10% off the service visit for the inconvenience.
8. Hours:
We schedule field service visits in two hour ETA windows from 8am to 4:30pm Monday through Friday. After hour calls are available with a separate rate and must be requested/approved beforehand. As of now, we do not offer emergency weekend calls, however this is subject to change. In-house repairs require coordination for joining our queue, we do not encourage walk-ins for in-house repair requests as we need to confirm information prior to your arrival.
9. Liability:
Visions Espresso Service is not responsible for any service performed by previous service companies, either in or outside our knowledge. Mishandling or damages that may occur from an outside company or customer handling is not our responsibility. For in-shop repair, we allow one month to retrieve equipment from our HQ if you decide to not move forward with the provided estimate for repair or if there has been zero correspondence of next steps. Anytime outside this window, the equipment becomes property of Visions Espresso and can result in being recycled for an applied fee. We reserve the right to refuse service to anyone for any reason at any time. We are not responsible for your choice in closing business services down for scheduled visits.
Agreement to Terms: By agreeing, you confirm that you have read, understood, and agreed to the terms outlined above. You acknowledge that these terms constitute a binding agreement between you and Visions Espresso moving forward from day of signing.