Total Protection Pricing™ Program
Terms and Conditions
Thank you for participating in KEIL’s Total Protection Pricing™ Program. As a Participant in our Total Protection Pricing™ Program, you’ll enjoy the security and peace of mind that comes only with…
- Reliable, quality service – for repairs on your home’s equipment when you experience an unexpected breakdown.*
- Priority status scheduling – 24 hours a day, 7 days a week with a real live person to assist you. **
- Certified technicians – Reliable technicians who undergo training several times per year to insure that all repairs made are done right and done the first time. Training is provided on all makes and models of equipment, both new and old.
- Two payment options – your payments are automatically debited through our exclusive and secure EZ-Pay bank draft program or you may select our annual pay option.
Below, you’ll find important information about scheduling appointments, work safety, and what repairs are covered under the Total Protection™ Pricing Terms and Conditions. Please keep it with your equipment so you can refer to it, if need be. As always, if you have any questions, feel free to call our office between 6:00 AM and 6:00 PM, Monday through Friday.
Thanks for choosing KEIL and our Total Protection Pricing™ Program. We look forward to serving all of your home comfort needs!
To schedule a repair, call us anytime, day or night, at:
800-300-KEIL (5345)
NOTE: KEIL’s Total Protection Pricing Program™ is only available to customers located in KEIL’s immediate service area.
* Subject to parts availability. Not all parts are covered under the Program.
**Priority status scheduling puts your call ahead of all other callers not participating in the Total Protection Pricing Program™.
Response times may vary based upon seasonal demands. Total Protection Pricing Program™ does not include scheduled or annual maintenance or annual inspections of any kind. Annual Maintenance is available at an added cost.
Topics Covered in the Program
Before KEIL Arrives at Your Home…
Please review the checklist below:
For general access to equipment in and around your home, please ensure that...
- Notify your KEIL service technician of any unsafe situations, such as weak or broken attic steps, loose railings, weak flooring or other hazardous conditions.
- Make sure all walkways are open and free of hazards, such as snow, ice or debris that may cause injury to your KEIL service technician.
- Locate all pets away from the work area for their well being and safety as well as the protection of your KEIL service technician.
- Insure that your KEIL service technician has safe, unobstructed access to each piece of equipment requiring service.
- Be certain that the work area around the equipment is dry, clear, and well lit. Your KEIL service technician cannot service any equipment if standing water is present.
For heating and cooling equipment located in attics or crawl spaces, please ensure that…
- The access is at least 24” x 36” in size.
- All passageways and service areas are covered with solid/secured flooring at least ½” thick and two feet in width.
- A fixed light and electrical outlet is installed within 10 feet the equipment work area.
- The attic can be accessed by sturdy drop down stairs or six foot step ladder placed on a flat surface. Relocate all personal items away from closet hatch openings so as to allow for easy and safe entry.
- For heating and cooling equipment located in a basement or utility room accessible only through a crawl space, ensure that such crawl space is at least 48” high.
- The access entry to a crawl space shall not be less than 24” x 36”, The passageway from the point of entry to the equipment shall be at least 24” wide and 48” high.
Total Protection Pricing™ Program
Terms, Conditions, and Limitations
General Conditions
- This agreement is between KEIL Heating and Air Conditioning and participant in the Total Protection Pricing™ Program (hereinafter referred to as the “Program”) for natural gas and LP furnaces and boilers; natural gas, LP or electric water heaters; electric central air conditioners; refrigerators; freezers; dishwashers; clothes dryers; washing machines; stoves/ranges, cook tops, and wall ovens; gas piping; and gas fireplaces. All other equipment is specifically excluded from any type of coverage under this Program.
- KEIL warrants that, subject to the terms and conditions stated herein, KEIL will repair or replace covered equipment parts or equipment component parts that become defective or inoperable as a result of normal wear and usage only during the term of this agreement and where a service request is made during the term of this agreement. KEIL makes no other expressed or implied warranties or guarantees of any kind, and any implied warranties or guarantees are expressly disclaimed.
- KEIL’s Total Protection Pricing™ Program is only available to homeowners in KEIL’s immediate service area including, northern Passaic county, western county, eastern Morris county and portions of Essex county.
- The Program only covers the specified replacement parts and labor associated with the adjustment and repair of covered gas, LP and electric equipment. Covered services, parts, and labor are provided by KEIL at no additional cost.
- KEIL’s Total Protection Pricing™ Program is optional. If a homeowner is not a part of the Program, a diagnostic fee will be assessed and repairs will be made, with your written pre-approval, in accordance with KEIL’s Comfort Solutions™ Pricing Program and pricing procedures then in effect.
- The Program applies to residential single-family homes only.
- The Program shall take effect 12:01am on the 16th day following a signed agreement accepted by a KEIL representative who has inspected the equipment for proper operation. The Program does not cover parts ordered and/or installed during the term of the waiting period.
Program Limitations
- All equipment and parts must be in good working condition on the date the Program becomes effective. Preexisting defects of any kind are not covered. Defective or inoperative equipment are ineligible for coverage. KEIL assumes no responsibility and shall not be liable for any losses or damages caused by or arising from equipment malfunction, whether covered under the Program or not. KEIL shall not be liable for losses or damages of any kind resulting from the failure or inoperability of equipment or systems in excess of the payment received by KEIL under this agreement.
- All equipment is subject to inspection by a KEIL certified technician, at KEIL’s discretion, before acceptance into the Program.
- All service calls received by KEIL are handled in order of receipt of request with priority status being given to those participants in the Program. Within the constraints of weather, safety and workload conditions, KEIL will endeavor to promptly repair or replace covered parts at no charge. KEIL will not be responsible for unavailability of parts, acts of nature, fires, floods, or any other conditions beyond the reasonable control of KEIL.
- All parts replaced under this Program become the exclusive property of KEIL without rebate or allowance in any form.
- If there is more than one gas furnace or boiler, electric central air conditioner, or other equipment of the same type in the residence (e.g., two central air conditioners), each piece of equipment must be individually covered and purchased, or service will not be provided. Combination washers/dryers that have separate washing and drying compartments require the purchase of both the washing machine and the dryer agreements. Combination washers/dryers that have the same washing and drying compartment are excluded from the Program.
- If you do not have your Electric Central Air Conditioning equipment covered by the Program, and a part covered by your Heating system fails while in use as part of a central air conditioning system, the covered part will be replaced, provided that you agree to pay KEIL the then current air conditioning diagnostic fee.
- KEIL reserves the right to restrict specific makes of equipment from eligibility due to non-availability of parts. KEIL may select the parts used to complete the repairs. KEIL will make all attempts to obtain the technical literature that is not readily available to the public for some makes and models. However, if such literature is not readily provided,
- KEIL reserves the right to restrict the eligibility of such models. In the event that KEIL does not make the repair, the Company will offer a prorated refund of the amount paid toward the Program purchase (maximum of one (1) month).
- If and when KEIL determines that repair costs are greater than the value of the covered equipment, KEIL reserves the right not to repair the failed equipment, but to recommend its replacement at your expense. In the event that KEIL does not make the repair, KEIL will offer a prorated refund of the amount paid toward the Program purchase (maximum of one (1) month). In the event of a failed heat exchanger in a furnace or boiler or a failed compressor in an air conditioning system KEIL will provide a $300 credit off of the book price toward a replacement system installed by KEIL.
- Equipment must conform to the requirements of the American National Standards Institute (ANSI) and be installed in accordance with the installation requirements of the manufacturer, local code officials having the final authority and jurisdiction. The installation and operation of equipment must conform to all local and state codes and regulations.
- The Program participant is responsible for providing safe and adequate access to all equipment as defined above for each required access. Inaccessible equipment, as defined above, is not eligible for coverage.
- All work must be performed by KEIL authorized service technicians. There is no reimbursement for covered repairs provided by parties other than KEIL.
- Participation in the Program may void existing manufacturers’ warranties. KEIL assumes no responsibility for the cancellation of any manufacturer’s warranty as a result of your actions.
Renewing the Program
When using the EZ-Pay option and unless otherwise notified by you in writing, KEIL shall automatically renew your coverage under the Program on a monthly basis. KEIL reserves the right to change the price, scope of coverage, or any other terms of the Program. In the event of such changes, you may discontinue participation in the Program. If you have selected the Annual Pay option of payment your participation in the program will continue for one year from the date you enrolled in the Program. To maintain continuous and uninterrupted enrollment in the Program your payment in full for the following year must be received no later that 10 days after the anniversary date of your initial enrollment in the Program.
Late or Missed Payments
If you are late in making your payments to KEIL or if you missed making scheduled payments, KEIL may at KEIL’s choice either demand immediate payment of your total outstanding balance, or immediate payment in full for all parts and labor services provided, less any payments already made to KEIL.
Changing Your Address
Coverage is not transferable to another address. However, if a Program is paid in full for equipment that remains at the premises, the remaining term of coverage may either be applied to the succeeding owner/occupant at no additional charge, or, a prorated refund based on the unused term of the Program may be requested. If a Program has not been paid in full, coverage will terminate at the time of the change.
Program Cancellations
KEIL reserves the right to terminate participation in the Program under the following circumstances:
- If any of the original manufacturer’s parts are no longer available, and if there are no reasonably available alternate or interchangeable parts. KEIL will not be obligated to retrofit generic parts.
- If covered equipment does not meet listed Program eligibility requirements.
- If removing a defective part, or installing a replacement part, could cause safety hazard or equipment damage.
- If repair costs would be greater than the equipment value, as determined by KEIL.
- If the equipment is not used for its usual or designated purposes or for single family home residential purposes.
If your Program coverage is terminated by KEIL, you may request a prorated refund, if applicable (maximum of one (1) month).
You have the right to cancel your participation in the Program at any time for any reason. Should you choose to do so, you must notify KEIL of the cancellation in writing at:
|
KEIL Total Protection Pricing Program
PO Box 10
Riverdale, New Jersey 07457 |
If you cancel within the first 30 days of sign-up or renewal, you will receive a full refund.
If you cancel after 30 days, the refund will be based on the unused portion of your Program. Canceled Programs may not be renewed for a period of one year at KEIL’s sole discretion. This Program is not transferable to a different address or to different equipment at the same address.
General Exclusions
- Routine inspections or normal preventive maintenance such as: cleaning and/or replacing air filters; adjusting air registers; cleaning or balancing ductwork; lubricating motors or other moving parts; maintenance cleaning of blower wheels, gauge glasses, and low water cutoffs; draining expansion tanks; bleeding air from radiators; purging or topping off hot water heating systems; equipment cleaning; removing dryer lint, and/or any preventive maintenance required or suggested by the manufacturer.
- Materials and labor for any service in addition to those specified in the Program, such as sheet metal work, plumbing repairs, leak repairs to house piping, electrical wiring repairs, and equipment relocation.
- Repairs necessary due to negligence, theft, misuse, abuse, vandalism, or lack of normal preventive maintenance.
- Failures caused by fire, freezing, water damage, power supply outages, floods, acts of nature, or any other conditions beyond the reasonable control of KEIL.
- Repairs necessary due to faulty equipment design, improper installation, or work done by anyone other than KEIL.
- Gas central heating turn-on from Labor Day through October 31st.
- Installation of new or replacement equipment.
- Appearance and trim parts finish defects, rusting, corrosion, chipped porcelain and porcelain flaws, exterior housings, or component failure caused by rust or corrosion.
- Accessory components, such as humidifiers and electronic air filters.
- Parts that are no longer available, and for which no reasonable replacement exists.
- Replacement parts not listed in this booklet.
- Priority service. Our response times vary by seasonal demands and by the nature of the problem. Twenty-four hour response time is not guaranteed.
- Preexisting conditions. Equipment must be in good working condition on the effective date of coverage. Participant agrees to inform KEIL prior to the effective date of any equipment that is in need of any type of repairs.
- Heat pump systems, sump pumps, space heaters, and microwave ovens.
- Parts in direct contact with the water of hot water boiler systems.
- Reimbursement for any work done by others.
- In the event of any defects in parts, materials or service provided hereunder, KEIL's only responsibility and the Participant's sole remedy shall be that on request of the Participant, during the term of this Program, KEIL will repair or replace the defective part, material or service in accordance with the provisions of the Program.
- KEIL and its authorized contractors will not be responsible for direct damage, consequential damages, indirect losses or injuries caused by defects in parts, materials or service provided hereunder, delays, failure to service, unavailability of parts or labor, and any other condition beyond our control.
- KEIL is not responsible for the full replacement cost of equipment that has failed despite good-faith repair efforts or has been deemed unrepairable by KEIL service technicians.
- KEIL hereby disclaims all warranties, expressed or implied, including, but not limited to, all warranties of merchantability or fitness for purpose.
- This limitation of liability and limited warranty is the Participant’s exclusive warranty and exclusive remedy.
- If required by law, KEIL will provide a broader limited warranty and limitation of liability.
Parts and services not covered may be supplied, repaired, or replaced for a fee in accordance with KEIL’s pricing in the Comforts Solutions Repair Guide.
HEATING EQUIPMENT
Natural Gas and LP Furnaces and Boilers
Heating Programs cover central gas and LP furnaces and boilers with an input rating of less than 300,000 BTUs on the manufacturer’s nameplate.
Parts Covered
* If a replacement motor is unavailable, the motor will be rebuilt, if feasible.
**Defective automatic set-back thermostats will be replaced with comparable models used by KEIL at the time of replacement. Defective thermostats containing mercury will be replaced with mercury-free models.
Natural Gas / LP Furnaces and Boilers
Parts That are NOT Covered
* In the event of a breached or cracked heat exchanger Participants in the Program will be provided with a credit for up to $300 towards the purchase of replacement furnace or boiler installed by KEIL Heating and Air Conditioning within 30 days of the breach or crack being discovered.
NOTE: If a part covered under your Heating Program is replaced while in use as a component of an electric central air conditioner, you will be charged the current KEIL diagnostic fee for the air conditioning service call. However, if you have also purchased an Central Air Conditioning Program, there will be no diagnostic fee, and covered parts will be replaced in accordance with the terms of your Program.
Natural Gas, LP or Electric Storage-Type Water Heaters
Heating program covers standard tank type water heaters 75 gallons and under for residential use
Natural Gas, LP or Electric Storage-Type Water Heater
Parts Covered
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
(original equipment only)
|
|
Natural Gas, LP or Electric Storage-Type Water Heaters
Parts That are NOT Covered
Electric Central Air Conditioners
Cooling Programs cover electric central air conditioning split systems that utilize R22 or R410A refrigerant, and are rated at 60,000 BTU’s or less by the manufacturer.
Parts Covered
|
|
|
|
|
(only if wiring is exposed and accessible)
|
|
|
Motor speed controls
|
|
|
will be added atan additional fee,based on
KEIL's existing flat rate pricing schedule.**
|
|
|
|
|
Clearing and repairing accessible
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
* If a replacement motor is unavailable, the motor will be rebuilt, if feasible.
** If additional refrigerant is required on subsequent visits, you will be charged the regular labor fee for R22 or R410a installation in addition to the predetermined flat rate for the refrigerant on each occasion.
*** Defective automatic set-back thermostats will be replaced with comparable models used by KEIL at the time of replacement. Defective thermostats containing mercury will be replaced with mercury-free models.
NOTE: Inclement weather, or outside temperatures below 65 degrees Fahrenheit, may postpone the completion of air conditioning repair/wahelper/GetImage?id=70260s.
Electric Central Air Conditioners
Parts That are NOT Covered
|
|
|
|
|
Exposed internal wiring
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
air conditioning components or line set piping |
|
Compressor and related controls
|
|
|
|
|
|
Defrost heaters
|
|
|
|
|
|
Door handles, latches clips and hinges
|
|
OTHER AREAS OF THE HOME
Gas Piping
Parts Covered
|
Indoor, accessible copper or black gas piping from the gas meter to the equipment that is 1.5” or less in diameter |
Gas Piping
Parts That are NOT Covered
|
Additional gas piping or changes to existing
pipe size, design or location
|
|
|
elbows, tees, nipples, caps, and plugs
|
|
|
|
|
|
|
|
|
and connections to the steel pipe system
|
Indoor gas piping that is exposed to water, repeated
wettings or other corrosive materials
|
|
|
|
|
|
fittings and steel piping connections
|
|
|
Any type of piping with abestosis present |
Important Safety Information
Gas emergencies include:
- A strong odor of gas inside or outside of your home.
- A gas appliance that will not shut off.
- Suspicion of carbon monoxide in your home.
If you are facing any of these situations, don’t delay!
Take the following actions immediately!
What to Do During a Natural Gas or LP Emergency
- MOVE to a safe environment immediately!
- CALL 911 immediately!
| KEIL Heating and Air Conditioning
259 Hamburg Turnpike
P.O. Box 10
Riverdale New Jersey, 07457
800-300-KEIL (5345)
973-492-0096
|
|
