Brogan's Gas Fireplace Repair
Terms & Conditions
Brogan Services Terms & Conditions
Brogan Services Terms & Conditions
Brogan Services, LLC is a Certified Gas Fireplace Repair, and Hvac Company Based throughout Hampton Roads, Virginia. The primary focus specializes in gas fireplaces; servicing, repairing, installing gas fireplace units as well as other gas line projects. Brogan Services provides in-home service for gas fireplaces to residential and commercial clients. Brogan Services does not have a physical retail or showroom location. Customers may contact Brogan Services by phone via text @ 757-774-7352, or via email: webmaster@brogangasfireplace.com. If you would like to schedule an appointment please visit the Brogan's Gas Fireplace Repair website https://www.brogangasfireplace.com and click the "Book Now" button (large blue button at the top right-hand corner. You could also visit the Gas Fireplace Repair appointment booking / scheduling website directly at https://www.broganschedule.setmore.com Terms and conditions are subject to change without notice. Current & complete terms and condition can be found on our website https://www.brogangasfireplace.com/terms-and-conditions
Natural or Liquid Propane Gas Fuel
Brogan Services recommends and encourages all customers to be alert and aware of gas fuel when operating their gas fireplace. Customer agrees to immediately evacuate the premises with the other household members, if Customer smells or even thinks they smell gas or other unexplained burning smell. Once Safe Customer agrees to contact the proper authority such as their gas utility, propane supplier, or emergency services such as 911 IMMEDIATELY.
Do not attempt to use any gas appliance (such as a fireplace) if the appliance is not operating as intended, there is a strong gas smell, or if the appliance has been tagged or noted by the utility company, an inspector, another technician, or homeowner until the gas fireplace has been inspected and/or repaired by a qualified/certified gas fireplace professional.
GAS LEAKS CAN POTENTIALLY HAPPEN AT ANY TIME AND ARE NOT COVERED BY ANY WARRANTY.
WE CHARGE A MINIMUM FEE OF $25.00 PER RED TAG OF ANY TYPE, PLUS A $20.00 FUEL FEE.
Payment and Fees
Non-Refundable Scheduling Fee
The Customer agrees to, & acknowledges our NON-REFUNDABLE SCHEDULING FEE OF $25.00 PER APPOINTMENT SET. THIS FEE IS PART OF THE 185.00 service fee / minimum fee, or $195.00 if paying with card.
When you, The Customer, schedule an appointment for any our services, you, the customer, must pay a scheduling fee to get an appointment slot on the schedule, ( Scheduling is currently limited to the online appointment scheduler which is not owned by Brogan Services LLC, and is located at https://www.brogangasfireplace.com/appointments or the scheduling companies website https://www.broganschedule.setmore.com). The Fee is 25.00 and is non-refundable, without exception. The Non-refundable Scheduling Fee is due, in full, immediately upon scheduling, but this fee is part of the service / minimum fee, and not in addition to the minimum fee. If payment is not made at the time of appointment setup, it is still due immediately, and will be collected at the end of the initial routine service appointment. Routine Service does not include installation of parts.
The scheduling software / website will not allow the scheduling process complete until you have checked the box saying that you have read, and agree to our terms and conditions (this document) and privacy policy (at the bottom of this document). Please see the screenshot below for an example of the box that must be checked.
Invoice Fee, Delinquent Payment Fee, Recurring Monthly Maintenance fee
**All Invoices are subject to an invoice fee of 10.00**
Invoices that are not paid on the day of service are subject to a delinquent payment fee of 10%. This fee will be added to any invoice that is not paid by the due date, which is always the date of service unless another arrangement is set up PRIOR to scheduling. NO EXCEPTIONS. A recurring monthly maintenance fee of $25 will be added to any unpaid invoice 30 calendar days after the invoice due date.
Deposit may be required from a customer for the following situation: multiple gas fireplace services are scheduled on the same appointment, special order item, replacement/new gas fireplace, service/repair scheduling.
Any part considered special order must be installed within 60 days of receipt by Brogan Services or the customer forfeits the part and the nonrefundable deposit.
**We do not charge for most parts until the date of install. There are some exceptions in which the Customer MUST PAY A DEPOSIT before the part can be ordered.
**WE CAN NOT CONTROL THE TIME IT TAKES FOR PARTS TO COME IN. Customer forfeits any payment, deposit, credit, warranty, or refund, for refusal to wait for part or backordered part or unit to be delivered, or if customer doesn't want to pay for the part to complete the repair, for any reason (no exceptions). Brogan Services LLC accepts no liability for the time it takes for a part order to arrive or be installed. All part installs are scheduled when the part or parts arrive. All parts, install fees, and any other fees are due at the time of the part install, except the original service fee of $185.00 (195.00 if paying with card) which is due immediately at the time of Routine Service appointment scheduling, and is considered late if not paid in full on date of appointment
Restocking Fee
If applicable, a 25% restocking fee will apply to any canceled orders. Returns are subject to a 25% restocking fee after 3 days of purchase. Special order items are non-refundable and non-returnable.
**GLASS IS ALWAYS CONSIDERED A SPECIAL ORDER ITEM. GLASS IS NEVER WARRANTIED AT ALL EVER. NOR DO WE PROMISE OR GUARANTEE THAT THE SPECIFIC GLASS FOR YOUR FIREPLACE IS EVEN AVAILABLE.**
Credit Card Processing Fee
A $10.00 credit card processing fee of the transaction amount is applied to all credit card transactions.
A $50 return payment fee is assessed for any payment returned for any reason (returned check, credit card dispute or inquiry or other). Additional fees, including, but not limited to legal expenses will be the responsibility of the customer for any amount(s) not paid within the terms of contract or by due date.
**Additional fees may apply to our services;
Including but not limited to, excessive cleaning fees, cleaning of additional glass panes, vent clearing, installation assessment or review, and any other additional service that is considered beyond the scope of our services.
**Replacement parts and/or labor are not included in our full-service fee.
Fuel surcharge fee is assessed for service appointments based on service address.
Cancellation/Reschedule Policy and Fees
Brogan Services understands the value of time of both our company employees and our customers.
Cancellation/Rescheduling Fee
$10 Reschedule Request Fee:
Brogan Services will accept one (1) request to reschedule an appointment at no charge. Subsequent requests to reschedule may be assessed a $10 fee per reschedule request. Brogan Services may request a non-refundable deposit from a customer to confirm and hold an appointment for any reason. The customer agrees to forfeit the full deposit amount if the customer does not keep the scheduled service appointment for any reason, including rescheduling.
$50 Cancellation Fee: Cancellation requests must be received 1 business day prior to the schedule appointment. We recommend you email the cancellation request to ensure delivery. Website option may be available in the future. Requests received after 5pm EST on the prior business day of the appointment or cancellations made on the day of scheduled appointment may be assessed the $50 cancellation fee or the $185 minimum trip charge fee.
Seasonal Fee
A seasonal fee is assessed during our peak season (September through March). This fee varies depending on the month. October – December is usually the highest seasonal fee.
Additional fees
Additional fees may be assessed for travel outside our normal service area, after hour services or Saturday scheduled appointment.
Optional Fees
Optional Fees (customer selected) such as: added on services, appointment convenience fees or extended warranty selection may also apply.
Discounts / Credits
Promotional discounts and/or credits are provided by Brogan Services directly. Discounts/credits may be revoked or not applied for any reason; including, but not limited to, 3rd party offerings (such as coupon sites), customer status (new/existing), service scheduled dates, gas fireplaces not previously serviced by Brogan Services, gas fireplaces serviced by other service providers, service location, prior recommendations made by Brogan Services, and use of credit or discounts beyond the expiration date.
Brogan Services is not liable for any gas fireplace unit that was installed by another company, individual and/or customer, units installed without proper county/local permits and/or inspections, units that are recommended to be replaced or not to be used, units requiring repairs, replacement parts, units that are beyond their serviceable life, units that do not have fireplace information data.
Cancellation/Reschedule Policy
Brogan Services understands the value of time of both our company employees and our customers.
Cancellation/Rescheduling Fee
$10 Reschedule Request Fee: Brogan Services will accept one (1) request to reschedule an appointment at no charge. Subsequent requests to reschedule may be assessed a $10 fee per reschedule request. Brogan Services may request a non-refundable deposit from a customer to confirm and hold an appointment for any reason. The customer agrees to forfeit the full deposit amount if the customer does not keep the scheduled service appointment for any reason, including rescheduling.
$50 Cancellation Fee: Cancellation requests must be received 3 business days prior to the scheduled appointment. To cancel, we recommend you utilize the email confirmation that was sent to you when you set up the appointment. The email confirmation of the appointment has a link on the right-hand side of the email to reschedule or cancel the appointment. Requests received after 5pm EST on the prior business day of the appointment or cancellations made on the day of scheduled appointment may be assessed the $50 cancellation fee or the $185 minimum trip charge fee.
$185 Minimum trip charge will be assessed in the following events/circumstances: Our technician receives the cancellation request from the customer when the courtesy “prior to arrival call” has been made. If the customer or their representative is a “no-show” for the scheduled appointment upon the technician's arrival to the service location. The customer or representative is not 18 years or older (minor). The service location or appliance is considered a safety/fire/health hazard. The scheduled service could not be performed for any reason, but the technician arrived and reviewed the gas fireplace/appliance.
Multiple fireplace cancellation policy:
In regard to an appointment with multiple gas fireplaces to service (more than 1), a deposit may be required from the customer. Should the customer cancel any of the gas fireplace services at time of appointment, a $50 fee per canceled fireplace will be added to the invoice.
Appointment Policy, Wait Fee, and Other Information
Brogan Services will provide an arrival window prior to the scheduled appointment as a courtesy. The arrival window is usually provided on the appointment reminder which is emailed the day before the scheduled service. Customer understands that this is an estimated period and may be updated prior to appointment. The Customer is expected to be available during the arrival window at the service location or make appropriate arrangements to allow the technician entry to the service location. Technician will call the customer prior to arrival (5-15 minutes prior to arriving). If the Technician is not able to gain entry to the service location where the gas appliance is located upon arrival to the service address, we provide a 5-minute courtesy wait time. If the technician does not have access to the service area, the customer is not available, does not answer the door or phone or does not return the technician’s call or text during this 5-minute courtesy wait time, the technician will leave, and the appointment will be considered a “no-show”. If the customer is running late and requests the technician to wait at the service location, there will be a fee of $20 for the technician to wait up to 30 minutes.
If the technician is running early, prior to the start of the arrival window, the technician will contact the customer to see if the customer is available for an early arrival. If the customer is not available earlier, the technician may move to another customer which may affect the original arrival window of the appointment.
In some cases, the technician may be running late or beyond the end of the arrival window. Brogan Services will contact customers in the event of a delayed arrival. This could happen at any point and is out of Brogan Services, and its technicians / representatives, control. We can reschedule, at our convenience, as many times as we determine necessary.
Brogan Services does not guarantee that our Gas Fireplace Full Service will resolve all or any of the issue(s) pertaining to the gas fireplace. Further, Brogan Services does not guarantee that repairs and/or replacement parts will resolve the issue(s). In some cases, additional repair and/or replacement parts may be required once other repairs are made or the unit may need to be replaced.
In the event the scheduled service or repair was not completed at the time of appointment for any reason, a minimum trip charge would apply if the technician arrived for the appointment and provided an assessment or discussed with the customer, any information related to the gas fireplace. This is in addition to any other fee that were already applied or requested.
7-day workmanship warranty – we provide this warranty on our gas fireplace full service only. Warranty is not available on Basic Inspection, Diagnostic or In-Home Estimate Appointments.
Customer is responsible for contacting Brogan Services within seven calendar days of full-service appointment regarding any issues, concerns, or operational difficulties. Brogan Services will review and schedule a follow up service appointment.
If it is determined that the issue is not regarding the workmanship of the service (for example, operator error, additional part failure), a charge for the follow up service will be applied.
*Pilot light must remain lit for the warranty to apply.
*Brogan Services is not responsible for conditions prior to the service, out of date, neglected or deteriorated parts.
*No Warranty offered by Brogan Services is transferable. Any and All Warranties are non-transferable.
Extended Warranty Program
Brogan Services offers an extended workmanship warranty option for our gas fireplace full service at an additional charge. The extended warranty option must be added to the invoice of the gas fireplace full service and paid in full by the due date. The extended warranty program is not retroactive and must be purchased at the time of the gas fireplace full service. Pricing is per gas fireplace unless otherwise indicated. Extended warranty starts on the 7th day from the gas fireplace full-service date. Extended warranty programs may be subject to change or cancellation without notice.
60-Day Warranty
The warranty period is 67 calendar days from the date of the full service. Warranty includes one (1) follow-up service appointment at no charge. Subsequent diagnostic service calls are $125 per visit. + 10% off repair, replacement parts and replacement fireplace units.
180-Day Warranty:
The warranty period is 187 calendar days from the date of the full service. Warranty includes one (1) follow-up service appointment at no charge. Subsequent diagnostic service calls are $75 per visit. + 10% off repair, replacement parts and replacement fireplace units.
365-Day Warranty:
warranty period is 372 calendar days from the date of the full service. Warranty includes two (2) follow-up service appointments at no charge. Subsequent diagnostic service calls are $75 per visit. + 15% off repair, replacement parts and replacement fireplace units.
Appointment Convenience Options
Brogan Services offers select options to our customers for various appointment conveniences. These options are not required to schedule an appointment. These options must be selected by the customer at the time of requesting service. Some options require additional expenses on our part such as scheduling, logistics, fuel, travel time. Deposit may be required for the appointment with these options selected. The deposit will not be refunded in cases where the customer cancels, reschedules or is a no-show, or refuses to reschedule. Inclement weather, Scheduling software issues or glitches, unusual travel/traffic, issues involving our technician safety, Emergency/urgent/high priority appointments, and unforeseen issues at an appointment scheduled before Customers appointment, may hinder specific appointment times/arrivals and would not constitute a reason for any refund. We can reschedule your appointment however many times it is deemed by Brogan Services, as necessary.
Communication
Periodically we may not have office personnel staffed. During these times the voicemail will explain that the best way to reach us is via texting the number you had just called, all the numbers forward to the technicians, this is because the technicians are usually driving or working on a unit. When texting please first establish who you are. The technician responding could possibly be a technician other than the technician scheduled to be at your appointment. Please be patient and courteous. Please do not text the technician asking them repeatedly when they think they will be at your appointment. The technician will call to let you know when they are in route. This is usually 30-60 mins before heading to your location. PLEASE DO NOT EMAI L OR CALL and expect a quick turnaround. PLEASE understand that calling multiple times will cause our automated spam-blocking services to mistake you for a telemarketer and effectively block any future calls or text. please do not abuse the phone system.
Gas Smell
Customers agree to take appropriate action regarding gas fuel – natural or propane. If a customer smells or thinks they smell gas (natural/liquid propane), customer (and any other personnel) will immediately evacuate the premises and contact the gas utility company and/or 911. Customer acknowledges that gas leak(s) may and can occur at any time – even after servicing the gas appliance.
These terms & conditions may be updated at any time. Please visit our website https://www.brogangasfireplace.com for the most current version.
Brogan Services Privacy Policy
At Brogan Services, we collect and manage user data according to the following Privacy Policy.
Data Collected
We collect information you provide directly to us. For example, we collect information when you create an account, subscribe, participate in any interactive features of our services, fill out a form, request customer support or otherwise communicate with us. The types of information we may collect include your name, email address, postal address, credit card information and other contact or identifying information you choose to provide.
We collect anonymous data from every visitor of the Website to monitor traffic and fix bugs. For example, we collect information like web requests, the data sent in response to such requests, the Internet Protocol address, the browser type, the browser language, and a timestamp for the request.
We also use various technologies to collect information, and this may include sending cookies to your computer. Cookies are small data files stored on your hard drive or in your device memory that helps us to improve our services and your experience, see which areas and features of our services are popular and count visits. We may also collect information using web beacons (also known as "tracking pixels"). Web beacons are electronic images that may be used in our services or emails and to track count visits or understand usage and campaign effectiveness.
Use of the Data
We only use your personal information to provide you our services or to communicate with you about the Website or the services offered.
We employ industry standard techniques to protect against unauthorized access of data about you that we store, including personal information.
We do not share personal information you have provided to us without your consent, unless:
Doing so is appropriate to conduct your own request
We believe it is needed to enforce our legal agreements or that is legally required
We believe it is needed to detect, prevent, or address fraud, security, or technical issues
Sharing of Data
We have contractual agreements with other companies to provide services to us regarding our day-to-day business practices that use our customer data for the purpose including, not limited to, billing, customer communication, scheduling, updating information and promotions. We do not share your personal information with third parties. Aggregated, anonymized data is periodically transmitted to external services to help us improve the Website and service.
We may allow third parties to provide analytics services. These third parties may use cookies, web beacons and other technologies to collect information about your use of the services and other websites, including your IP address, web browser, pages viewed, time spent on pages, links clicked and conversion information.
We also use social buttons provided by services like Twitter, Google+, LinkedIn and Facebook. Your use of these third-party services is entirely optional. We are not responsible for the privacy policies and/or practices of these third-party services, and you are responsible for reading and understanding those third-party services' privacy policies.
Communication Preferences
You may modify your communication preferences and/or opt-out from specific communications at any time. Please specify and adjust your preferences.
Security
We take reasonable steps to protect personally identifiable information from loss, misuse, and unauthorized access, disclosure, alteration, or destruction. But you should keep in mind that no Internet transmission is ever completely secure or error-free. An email sent to or from the Sites may not be secure.
About Children
The Website is not intended for children under the age of eighteen. We do not knowingly collect personally identifiable information via the Website from visitors in this age group.
Changes to the Privacy Policy
We may amend this Privacy Policy from time to time for https://www.brogangasfireplace.com. Use of information we collect now is subject to the Privacy Policy in effect at the time such information is used.
If we make major changes in the way we collect or use information, we will notify you by posting an announcement on the Website and/or sending you an email.
These terms & conditions may be updated at any time. Please visit our website https://www.brogangasfireplace.com for the most current version.