COVID-19: A message to all customers

We are in unprecedented times here in Canada. Carleton Refrigeration, Heating and Air Conditioning Ltd. has been serving our community for 47 years and we are 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 every day.

Carleton Refrigeration, Heating and Air Conditioning Ltd. 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 you’re experiencing problems with your HVAC system you can count on us to make the appropriate fix or recommendation.

We want to share our plan to address concerns and answer questions that you may be asking. Below is our process moving forward until further notice.

If you require service, please call our main line at 613-257-8282 or 1-866-557-8282. Alternatively we will be responding to email messages at service@carletonrefrigeration.com or sales@carletonrefrigeration.com.We have local staff handling the phones Monday – Friday and we have an after hours answering service so that you are always speaking with a person to take care of you needs.

We will be following cleaning protocols recommended by Health Canada. Any team members that have 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 service calls to homes. We want to be there in case of emergencies and make sure that 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.

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 many cases we will be able to troubleshoot equipment from outside, in a crawl space, 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.

Maintenance Calls

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 that so please be aware of that. Some of this maintenance may be deferred for a short time, but System Maintenance is still very important and should 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 a phone or tablet by our team.

Payment

During this time we ask that all payments be made via electronic means such as e-transfer or by calling the office with credit card information.

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 canceled 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.

We greatly appreciate our customers and team members here at Carleton Refrigeration, Heating and Air Conditioning Ltd. 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.

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