L & L Plumbing and Heating - Our Customer Sat...

This document outlines the customer policy for L & L Plumbing and Heating. Please read it carefully to understand our terms and conditions regarding service and customer responsibilities. If you have any questions, please don’t hesitate to contact us for clarification. For both commercial and residential services, L & L Plumbing and Heating's customer policy is governed by general contract law instead of specific consumer protection laws. According to Massachusetts law, the essential components included in L & L Plumbing and Heating's contract or customer policy for residential and commercial work are as follows: I. General terms and conditions  A licensed and insured Master or Journeyman Plumber in Massachusetts will carry out all plumbing work. L & L Plumbing and Heating will obtain all necessary permits from the local plumbing inspector, except for minor repairs that do not impact public health and safety.  The customer policy includes a detailed, written contract or service agreement that outlines the specific work to be performed, the materials to be used, and the total cost. Any changes to the scope of work must be agreed upon in writing by both the customer and the contractor.  All work is guaranteed to be performed in a professional and workmanlike manner and in accordance with all applicable state and local codes, including the Massachusetts Uniform State Plumbing Code (248 CMR 10.00). II. Warranties and service  The contractor guarantees its workmanship against defects for a period of [e.g., one year] from the date of completion. This warranty does not cover issues arising from normal wear and tear, abuse, or pre-existing conditions.  Additionally, the contractor will transfer any manufacturer warranties for parts and materials to the customer. Customer care:  Our Plumbers will be courteous, respect your property, and take precautions to keep the work area clean.  L & L Plumbing and Heating Plumbers will make reasonable efforts to arrive at the scheduled time. If a delay occurs, we will notify you as soon as possible.  Please note that our policy states certain diagnostic or maintenance issues are not covered under a standard service call, including: o Failures caused by electrical power outages o Incorrectly set thermostats o Failures of components that were not installed by our contractors III. Payments and cancellations  The contract will clearly specify the total price and include a payment schedule that details the dates and amounts for each payment. For home improvement projects, upfront deposits are typically 40% of the total contract price or cover the actual cost of any special-order materials. The final payment can only be requested once the work is completed to the satisfaction of both parties. • Right to cancel:  Customers who sign contracts at their home or any location other than the contractor's business have the legal right to cancel the contract within three business days of signing it. The notice of cancellation will include the necessary instructions for customers to follow.  If services rendered are not paid for, it may result in the filing of a mechanic's lien or other collection actions, in accordance with Massachusetts law. IV. Dispute resolution  In the event of a dispute, customers have the right to file a complaint with the Massachusetts Office of Consumer Affairs and Business Regulation (OCABR). It is important to note that homeowners cannot waive their rights under the Home Improvement Contractor Law.  A contractor may include an optional clause that requires the customer to submit to arbitration; however, this clause must only be enforced if both parties agree to it by signing it separately. V. Safety and homeowner responsibilities  Customers are required to provide a safe and clear work area for technicians, ensuring access to essential utilities such as water and electricity.  For the safety of both animals and technicians, all pets must be confined to a separate area during the service.  The policy may also include important safety information, such as the fact that boiling water does not remove lead from the water supply. Additionally, customers should flush their water taps if the water has been sitting for several hours.