Wasatch GenCare – Service Policies & Agreements

These policies are designed to ensure fairness, clarity, and reliable service for every customer.


Service Agreement

By scheduling a service with Wasatch GenCare, you agree to the policies outlined below. These policies help ensure clear communication, efficient service, and a consistent experience for every customer.

Scope of Service

Wasatch GenCare provides generator-focused services, including:

• Preventative maintenance (air-cooled and liquid-cooled systems)

• Diagnostics and troubleshooting

• Repairs and component replacement

• System inspections and readiness checks

• Portable and RV generator service

• Monitoring setup and support (when applicable)

Diagnostic services are intended to identify issues. Repairs, parts, and additional labor are quoted separately unless otherwise stated.

Scheduling & Access

• We are a pet-friendly company and understand that your pets are part of your home. For safety, pets should be secured or under control during service. If your pet is friendly and comfortable around technicians, we are happy to work around them when appropriate.

• Customers are responsible for ensuring safe and clear access to the generator system

• Appointments are scheduled within a 2-hour arrival window. While we make every effort to arrive within that window, delays may occur due to prior service calls, traffic, weather, or job complexity

• We appreciate your understanding, as this flexibility allows us to provide thorough and reliable service for every customer

• If equipment is inaccessible, unsafe to service, or the appointment cannot be completed upon arrival, a $50 service fee will apply. This may include, but is not limited to, blocked access, locked gates, secured areas, aggressive animals, or site conditions that prevent safe or reasonable service. For standby generator systems, this also includes situations where the unit is obstructed by storage, debris, or items placed on or around the generator that prevent proper access.

• If a return visit is required due to access issues or incomplete site conditions, an additional service charge of $75 will apply.

Work Authorization

By requesting service, you authorize Wasatch GenCare to perform agreed-upon services, including:

• Maintenance

• Diagnostics

• Inspections

• Repairs

Any additional work beyond the initial scope will be discussed and approved before proceeding. We do not perform unnecessary repairs or replacements.

Payment Terms

• Payment is due upon completion of service unless otherwise agreed

• For invoiced work, payment is due within 15 days of the invoice date

Late Payments:

• Invoices unpaid after 15 days will be considered late

• Late balances may be subject to a daily fee of 0.05% (approximately 1.5% monthly), or the maximum rate allowed by law, until paid, with a minimum late fee of $5

• Continued non-payment may result in service restrictions or collections

Cancellations & Rescheduling

• We ask for reasonable notice for cancellations or rescheduling

• Same-day cancellations may be subject to a service fee

• Repeated cancellations may affect future scheduling availability

Parts & Repairs

• Parts availability varies by manufacturer and system type

• We use appropriate, quality replacement parts for your system

• Labor estimates are based on known conditions at the time of service

• Additional issues discovered may require updated estimates and approval

Workmanship Policy

We stand behind the quality of our work. We take pride in doing the job right the first time.

• Workmanship is warranted for a 30 day period following service

• This covers issues directly related to the service performed

This does not cover:

• Pre-existing conditions

• Manufacturer defects

• Failures unrelated to the original service

• Lack of maintenance or external factors

If an issue arises, contact us and we will address it promptly.

Generator Performance Disclaimer

Generators are mechanical systems that require regular maintenance.

• Service improves reliability but does not guarantee failure-proof operation

• External factors such as fuel supply, electrical issues, environmental conditions, or system age can affect performance

Monitoring & Connectivity

• Monitoring setup depends on signal strength, device compatibility, and network conditions

• We are not responsible for third-party connectivity issues (Wi-Fi, cellular, apps, etc.)

Privacy

We respect your privacy and are committed to protecting your information.

• Customer information is used only for scheduling, service, communication, and record-keeping

• We do not sell, rent, or share your personal information with third parties for marketing purposes

• Information may be shared only when necessary to complete a service (such as parts ordering or manufacturer support)

• Photos, notes, and service records may be collected during service for documentation, quality control, and internal reference

• These records may also be used to track service history and support future maintenance or diagnostics

• We take reasonable steps to protect your information from unauthorized access or misuse

Respect & Professional Conduct

We treat every customer with respect and expect the same in return.

• Unsafe or hostile environments may result in refusal or termination of service

Agreement

By scheduling service, you acknowledge and agree to these policies.