New England Spas - Service Authorization Form

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This form sets the terms under which a New England Spas service technician will perform service work on a customer's equipment. You will receive a copy of your responses via email upon completion of the form. Completion of this form is a prerequisite for scheduling a service call.

Email *

Full Name: *

Confirmation of Identity: *

I certify that I, the above named party, am either the owner of the equipment to be serviced by New England Spas, or a person authorized to make financial decisions regarding the equipment and property on which it is installed.

Required

Contact Phone Number: This is the number a technician will call when on the way for service. If the call is unanswered, the technician will continue to the destination, but is not available to take a return call while driving. The technician will also call this number for authorization of any repair in excess of the preauthorized amount at the time of service. If you are not available by phone at the time of service, your repair may require additional visits at our normal labor rates. *

Regarding Arrival Times: New England Spas technicians plan their driving routes on the day of service based on location of customers' houses and available traffic data. The length of any individual service call cannot be determined until a technician is on-site. This means no New England Spas employee can give a reasonable estimate on the arrival time of a service technician prior to, or on the day of service.
*

I understand that New England Spas employees cannot provide arrival time windows for service appointments prior to, or on the day of service.

Required

Regarding Access to Equipment: It is a homeowner's responsibility to provide access to any equipment which is to be serviced by a New England Spas technician. Providing access means opening or removing any locked doors, gates, access panels, decking, stonework, or steps which may impede the repair process as well as providing access to any relevant power disconnect(s). New England Spas technicians are not permitted to help customers remove decking, stonework, or custom steps. Access must be made before the arrival of a New England Spas service technician. *

I understand that failure to provide adequate access prior to a service technician's arrival may result in the forfeiture of my deposit and the rescheduling of my appointment.

Required

Regarding Inclement Weather: Many spa repairs cannot be successfully completed in circumstances of heavy rainfall, excessive heat, high humidity, electrical storms, or freezing weather. Technicians may elect to reschedule service calls due to weather which may endanger them or prevent a successful repair at any time. It is a homeowner's responsibility to provide a safe path through snow and ice to and around any equipment to be serviced by a New England Spas technician. *

I understand my service call may be rescheduled due to inclement weather for the safety of the technician or to ensure an effective repair. I also understand it is a homeowner's responsibility to provide a safe path through ice and snow to any equipment which is to be service by a New England Spas technician.

Required

Regarding Damage Prevention: New England Spas prioritizes service calls for equipment in danger of incurring or causing additional damage (via leaking, freezing, etc.), but cannot guarantee the arrival of a technician before damage can occur. Homeowners choose where to locate their spas, and providing adequate drainage and freeze prevention are a homeowner's responsibilities. New England Spas employees may be able provide guidance by phone or email on how to prevent additional damage prior to the arrival of a service technician. *

I understand that preventing my spa from causing or incurring additional damage prior to the arrival of a New England Spas service technician is my responsibility and I accept responsibility for any damage which may result from a failure to follow guidance provided by a New England Spas employee.

Required

Regarding Water Level and Access to Water: The diagnostic process often requires a spa to be full, and when possible, running. Please do not drain your spa or power it down prior to your service appointment unless instructed to by a New England Spas service technician, or if you must do so to prevent additional damage to your spa or surrounding property. If your spa is losing water, please top it off before the day of service and make sure the technician has access to outside water and a hose in case the spa needs to be drained and refilled. Draining your spa or disconnecting it from power unnecessarily before the day of service may result in longer appointments and additional visits at our normal labor rates. *

I understand that I should not drain my spa or power it down unnecessarily prior to my service appointment and that doing so may result in a longer service appointment or additional visits.

Required

Regarding Parts Allocation Prior To Service: Our technicians' vans are stocked with hundreds of the most commonly replaced parts in the industry. This means our technicians are frequently able to diagnose a problem and complete repairs in a single visit. Less common problems may require parts which need to be allocated from our warehouse or ordered from the manufacturer. Customers sometimes ask that we bring specific parts to initial service calls prior to any professional diagnosis. Because the process for identifying, ordering, and allocating parts for a specific service call can be lengthy and costly, such requests delay scheduling, require payment in full, and are not eligible for refund. *

I understand that I am responsible for payment-in-full for any parts which I request be brought to my appointment prior to professional diagnosis, that such a request may delay the scheduling of my appointment, and that such parts are ineligible for refund whether or not they are necessary to complete repairs.

Required

Regarding Pests: Spas installed outdoors may become infested with a variety of common outdoor pests, such as mice, wasps, snakes, and ants. Such an infestation may cause damage to the spa, hinder the repair process, and endanger the safety of a technician. It is a homeowner's responsibility to remediate pest infestations, and a New England Spas service technician may refuse service if a pest infestation would endanger their safety or hinder the repair process. *

I understand that the remediation of any pest infestation in my spa is my responsibility, and that a New England Spas technician may refuse service if they encounter such an infestation.

Required

Regarding Labor Billing: For non-warranty service calls, New England Spas bills on a per hour per visit basis except for services advertised at a flat rate (winterize, unwinterize, valet, and drain/refill services may have fixed labor costs). New England Spas service vehicles are well stocked with common parts so as to avoid unnecessary return visits. New England Spas has three billing zones based on distance from our store locations. If you have questions about your zone and its corresponding hourly rate, you may ask a representative of the New England Spas service department at the time of scheduling. *

I understand that New England Spas bills on a per hour per visit basis except for warranty service and services advertised at a flat rate and that this means I will be billed separately by the hour for each visit I request or approve.

Required

Regarding Preauthorization for Necessary Repairs: To avoid return visits, customers may elect to preauthorize some repairs. Please choose only one option regarding repair authorization below. If you choose the option pertaining to warranty coverage and your spa is no longer covered by a manufacturer warranty, your answer will default to option 3.
*

1. I authorize up to an additional $1500 worth of repairs/replacement to integral components of my spa beyond the initial diagnostic hour charged prior to service as deemed necessary by a New England Spas technician in order to prevent additional damage which may result from freezing or any other hazard present at the time of service.

2. I authorize a New England Spas technician to take any action necessary to repair my spa and protect it from further damage, and agree to pay any cost associated with such action.

3. I refuse any repairs for which I do not give prior authorization and assume responsibility for any damage which may result from a failure to provide such authorization at the time of service.

4. My spa is still covered by part(s) of its manufacturer's warranty and my circumstances are presumed to be covered by that warranty. I understand that if the reported problem is determined to have a non-warranty cause, I may be charged New England Spas non-warranty labor rates.

A copy of your responses will be emailed to the address you provided.

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