Ellington Plumbing – World Connection

Contact Info

Company Location	Rockledge, Florida (Brevard County), Marathon, Florida (Keys Area)
Services	HVAC
Service Manager	Joey Diaz \| 321-482-3158 \| joey@ellingtonac.com
Other Questions	Jean@ellingtonac.com Yoreily@ellingtonac.com
Billing Disputes	All billing disputes should be directed to Joey Diaz

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Dispatch Fee

Dispatch Fee: Dispatch fee always applies during business hours. No After hours fees. Dispatch Technician. Maintenance calls are to be scheduled on weekdays. (WAVED IF WORK PERFORMED) Regular Hours are Mon – Fri 8am – 6pm, Sat 8am – 4pm, Sun 8am – 12pm(Brevard only) , Holidays 8am - 2pm

Mon-Fri:	8AM-6PM EST: $99 (WAVED IF WORK PERFORMED) Emergencies only after 6pm
Saturdays:	8AM-4PM EST: $99 (WAVED IF WORK PERFORMED) EMERGENCIES ONLY Calls coming in after 4pm EST, goes to the next business day
Sundays:	8AM-12PM EST: $199 (NOT WAVED IF WORK PERFORMED) EMERGENCIES ONLY Calls coming in after 12pm EST on Sundays, goes into next business day
Holidays:	8AM-2PM EST $199 (NOT WAVED IF WORK PERFORMED) EMERGENCIES ONLY Holidays are open until 2pm EST (Thanksgiving and Day after Thanksgiving, Christmas Eve and Christmas; only big major holidays are recognized) Emergencies only.
Trip Fee:	N/A
Military:	10% off

ESTIMATES ARE FREE FOR NEW INSTALLS.
NO WORRIES members do not pay Dispatch Fee.
**Keys (ONLY) will NOT have emergency services available on Sundays. It will be Saturday only for the Keys. Anyone that calls in should be scheduled for the following Monday.

Dispatch Instructions

Book in 2-hour EVEN # Windows	8-10, 10-12, 12-2, 2-4, 4-6, 6-8 (EST) (If You Reschedule the customer it will remove the Tech who was originally assigned to them so be sure to make sure you have the correct Tech) When Dispatching a tech we want to fill up tech 1 on the Dispatch board first then go to Tech 2 .
Zip Codes	We have 2 zip codes for the areas we have techs go to. Any Zip code that starts with: 329 go to Brevard (also 32127, 32128, 32129, 32132, 32141, 32168, 32169 and 32759) 330 goes to Keys (no availability on Sundays)
Tag	Add the "World Connection" tag when booking any job with Ellington.
Tech Calls	Techs may call in on the line to Cancel if the customer no longer needs services, they will also call if they need an estimate and lastly they will call is they are making a sell.
Joey Diaz	Service Manager. (321-482-3158) Contact him for Emergency situations. In ex. “A not so pleasant customer that you aren’t sure how to handle”. Jean will help assist on how to communicate with that customer to help get things under control. Joey is the emergency contact.
On call dispatcher	I will add an event onto each weekday at 5PM indicating who is on call for that day in the event that you may need it.  We have a dispatcher in the office Mon-Fri till 8PM and when the time changes until 6PM. As long as the call comes in before 8pm EST you are allowed to book the emergency without contacting Joey. If it is after 8pm, call Joey.
Weekend Procedure	All but 1 weekend of the month, there are 2 technicians on call. When that happens, we will have Tech 1 and Tech 2 on the board. Tech 1 will receive the first calls and will be booked in 2 hr increments (8-10, 10-12, 12-2, 2-4 and 4-6) Tech 2 will also receive calls in the same increments. Any calls that come in after 4PM EST will be scheduled on the next business day. The one weekend that there is only one tech on, the board will say Tech 1 only and he will be scheduled in the same 2 hour increments until his day is filled. Any calls that come in after 4PM EST will be scheduled on the next business day. Should his day fill early on, these emergency calls should be scheduled for the next business day. Only No Worries customers that call on Saturday, may be scheduled for Sunday with no dispatch fee if they choose not to wait until Monday.
Design Consultants ( Salesmen)	Now have 3hr time blocks 8-11, 11-2, 2-5.

Memberships

PAY IN FULL PROGRAM, Preferred Membership– $192 yearly per system (prepaid)	Dispatch fee $99 waived with repair After hours/Holiday dispatch fee only $99 15% off most repairs Annual maintenance visit included Additional services can be added (see technician for details) Free 1" filter pick up (Brevard Only) Appointment reminder service for maintenance visit Membership is transferable Workmanship coverage for 2 years on new system
ACH PROGRAM, Preferred Membership - $16 monthly per system	Dispatch fee $99 waived with repair After hours/Holiday dispatch fee only $99 15% off most repairs Annual maintenance visit included Additional services can be added (see technician for details) Free 1" filter pick up (Brevard Only) Appointment reminder service for maintenance visit Membership is transferable Workmanship coverage for 2 years on new system 6 month system health check included
ACH PROGRAM NO WORRIES – $44 monthly per system (3 year minimum)	No Dispatch fee No After hours/Holiday dispatch fee 100% off most repairs on items we installed during initial system replacement Annual maintenance visit included Additional services can be added (see technician for details) Free 1" filter pick up (Brevard Only) Appointment reminder service for maintenance visit Membership is transferable Workmanship coverage for length of membership Free surge protection installed with new system (1) UV bulb replacement (if applicant) $500 off system equipment purchase (1) 4" filter included (if applicable)

Install/New System

New Installs:	ESTIMATES ARE FREE FOR NEW INSTALLS.
Design Consultants/Estimates: (Do not book for Sunday)	They are your Sales techs, estimates for new systems. Same rule applies fill Tech 1 first then Tech 2.
Reschedule:	If a customer wants to reschedule an Install, please take a message and the Install department will get back to them to reschedule.  Rescheduling an Install is much more complicated than rescheduling a service call.  Some Installs are scheduled for days at a time.

Call Note Template

Format for Summary:	8-10 BILL 7/31/20  TOILET WONT STOP RUNNING CALL BACK #
Format for Recall:	8-10 RECALL 8/1/20 TOILET IS STILL RUNNING Job #2264520: $135.00 GARY ADAMS  Replace fill valve. Toilet is new and other parts are in good working order. (Timeframe  RECALL date issue    previous job #   amount$   technician name    technician notes)

COVID-19

Everyone must be cleared for negative test results, then once we receive paperwork there is a 7 day waiting period before we can send a tech out.

Do / Don't Services

Don'ts

Heat pumps for pools