Terms of service

Terms of service and other Valuable information

1	By signing this invoice you (the Customer) or your representative hereby agree to the charges contained herein, are satisfied with the work completed, and agree to immediately pay this invoice in full.
2	If there is a problem, don’t wait before telling us about it Click here to get the ball rolling.
3	Repairs are NOT included with Annual Gas Appliance Servicing.
4	A minimum call out fee of $250.92 or the full service and safety inspection fee, whichever is less, is charged If the work is not completed, due to the appliance being found in an unsafe condition or needing repair(s). If the Customer proceeds with the repair(s) within 30 days from the date of service, the appliance service and safety inspection will be completed thereafter. The servicing fee will be voided if the customer replaces the appliance for which the work is being performed and the installation is completed by PGHS or its contractor. Should the customer cancel the installation the service call out fee becomes due and payable.
5	Unless otherwise agreed to by ProGas and Heating Services, we do not warranty gas appliances or parts therein, against breakage/breakdown during or after servicing. if manufactures warranty has expired, it remains the sole responsibility of the customer to pay all parts and labor costs for such repairs.
6	The investigation, determination and resolution of customer issues remains solely with the PGHS contractor and secondly PGHS. If a customer intends on using another company to resolve an issue; PGHS and/or its contractors accept no liability financial or otherwise related to the matter. Should the customer proceed with using the third-party company, it remains the sole responsibility of the customer to pay all related costs.
7	You have 30 calendar days from the date of service to dispute any charges. After 30 days, PGHS considers all sales and charges final and correct. Click here to start disputing any charges. Legal Disclaimer: Please note that by filling out our online form you will be providing personal information to ProGas and Heating Services and you are consenting to the collection, use and disclosure of your personal information for purposes relating to your dispute which may include disclosure of this information to any third parties that are involved in this process. For more information on PGHS’s commitment to privacy, Click here
8	In contentious situations, where service is requested, PGHS reserves the right to request payment in advance before providing services.
9	A $45 return item fee is payable by the customer for any returned checks. If you do not pay your bill/invoice within 7 days a $65 office admin fee will be added, your bill will be sent to collections. All outstanding invoices are subject to 21% interest per annum.
10	All calls to and from PGHS are recorded for training and quality control.
11	Except for seniors (64 years of age or more) we DO NOT offer free service calls or phone support for thermostats. Please consult the manufacturer’s instruction manual or google the user information online.
12	For seniors (64 years of age or more) PGHS offers, its customer’s only, free pilot light shut down and relight services year-around.
13	If you use another company to service your gas appliance(s), PGHS will cancel all warranties for any appliance(s) held by the company. This is because PGHS is unable to confirm the quality and reputability of the work. We reward loyalty!
14	It is against company policy for our gas contractors to provide customers with their personal contact information, place a “service sticker” other than that of PGHS on the customer’s appliances or provide to the customer a business card or any other method of contract other than that of PGHS.
15	It is against company policy for our gas contractors to independently, accept, seek, solicit or otherwise provide independent gas appliance services to ProGas and Heating customers, either during or after the term of their contractual duties with PGHS. IF this occurs, please contact PGHS immediately. We reward loyalty!
16	If you accept or solicit independent work from our gas contractor, ProGas Heating Services (PGHS) will NOT warranty said work. We will no longer provide the contractor with work (this is because, it is a serious breach of our contractor’s agreement), PGHS will cancel the customers 30-day free service call out (if applicable), cancel all warranty’s associated with previous service, repairs and Gas appliance installation(s) held by the company. Why? (Please refer to 13,14 and 15.)
17	Service call out fees within 30 days of the date of last service are free (conditions apply) 1) Only for the appliance for which we have previously serviced, repaired, or installed and you have paid a fee; 2) If you refuse recommended repairs or parts as documented by our gas fitter on our invoicing and later required said recommended work (within 30 days); this will void the 30-day free service call because you previously refused. A service callout fee of $250.92 shall apply. NOTE: Additional charges for parts and labor shall apply.
18	Service call out fees after 30 days of the date of last service are NOT free A service call shall be payable in the amount of $250.92. this represents a truck fee of $65.00 plus the 1st half hour labor at a discounted rate and taxes.
19	Service call out fees after 30 days from the date of last service may be waived If it is determined “fault” is contributed to PGHS or its contractors. Such determinations of “fault” or “no fault”, shall solely reside with PGHS and shall be fully explained to the customer.
20	For appliances that have been serviced or repaired between May 1 and September 1 of that same year, later having problems when you start using it again for winter, these appliances may have the service call out fee of $250.92 waived. This is taken on a case-by-case basis. We need to see what’s going wrong first.

	PGHS Hourly Labor Rates. (Charged in half hour increments)

Regular rate	$250.92 per hour	Where a Service Call out Fee is charged, the hourly labor rate shall commence after 31 minutes. Where Service Call out Fee is not charged the hourly labor rate shall commence immediately upon arrival.
Senior rate	$230.92 per hour

	Hourly rates are charged for diagnostics, travel time to and from the suppliers when picking up your parts, removal, and installation of parts in the course of our duties and all services rendered not otherwise accounted for in this document.
21	15-year Parts Warranties on all Boiler, Tankless Water Heaters, Furnaces and Gas Fire Place Installations (does not apply to Atmospheric Hot Water Tank Installs) (1) Yearly Warranty Service must be completed on or before the anniversary date of the installation. (2) If Warranty Service is not completed on or before the anniversary date of your install, the 15-year Parts Warranty will 1st suspend and shall cancel 30-days thereafter, if not serviced. (3) Unless otherwise stated annual Warranty Service is not free and shall be charged accordingly. (4) All Warranty service must be done by a duly authorized PGHS gas technician or warranty is cancelled. Why? (Refer to 13,14 and 15). (5) Part(s) must have ceased operating to qualify for warranty replacement. You cannot replace a worn looking part simply because it “may” fail, it’s noisy or otherwise showing wear. (6) Parts warranty does not include the Service call out fee of $250.92, labor and pickup or shipping fee’s (7) Warranty may be voided if Vandalism or Tampering with the appliance is suspected.
22	10-year Parts/Labor Warranty on Standard Atmospheric Hot Water Tank Installations (does not apply to Tankless Water Heater Installs) (1) Yearly Warranty Service must be completed on or before the anniversary date of the installation. (2) Pursuant to 17(1) should Warranty Service not be complete within 90-days after the anniversary date of your install of your gas appliance the 10-year Parts & Labor Warranty shall cancel. (3) Unless otherwise stated annual Warranty Service for Hot Water Tanks are free, as long as the service is teamed up with the servicing of another Gas Appliance in the home for which a service fee is being paid. (4) All Warranty service must be done by a duly authorized PGHS gas technician or warranty is cancelled. Why? (Refer to 13,14 and 15). (5) Part(s) must have ceased operating to qualify for warranty replacement. You cannot replace a worn looking part simply because it “may” fail, it’s noisy or otherwise showing wear. (6) Parts warranty does not include the Service call out fee of $250.92, labor and pickup or shipping fee’s (7) Warranty may be voided if Vandalism or Tampering with the appliance is suspected.
23	5 years’ Parts Labor Warranty for repairs, parts and other purchases (1) Is contingent on yearly servicing of the gas appliance for which the repair was completed. For parts replaced or new product purchased and installed. (2) All Warranty Service must be completed by a duly authorized PGHS gas technician annually or your warranty is void. Why? (Refer to 13,14,15 and 16). (3) Warranty may be voided if Vandalism or Tampering with the appliance is suspected.
24	ProGas and heating services (PGHS) will not release or discuss information related to sales, service, repairs installations and invoice billing to third parties unless expressly ordered to do so by the person that signed the invoice.
	With respect, when dealing with person(s) other than the customer that signed our invoice, if Dementia, Alzheimer’s, or a similar disability is alleged; PGHS may request and receive proof of the customers incapacitation and proof such as ‘’enduring power of attorney’’ or a similar document authorizing the third party to act on behalf of said customer.
25	For verification purposes, we do not accept complaints or general inquires over the phone unless the call is related to an immediate safety issue. Your inquires must be in writing and emailed to support@pghs.ca or mailed to P.O. Box 56034, Langley, B.C, V3A 8B3 or submitted here using our online form. Your correspondence will be forwarded to the appropriate department or contractor in question for a response. Simple complaints can be resolved within 24-48 hrs.’ via email however, if your complaint has a story attached to it, allow 5-10 business days for us to get back to you.
26	Waving your rights to privacy. Pursuant to Part 3, Section 6(2), 7 and 10 of PIPA. When posting publicly online, false and/or misleading statements about ProGas and Heating Services (PGHS), its contractors or staff, I hereby consent to the publication of my personal information gathered by PGHS, meaning: PGHS may publicly identify me by name address and phone number in defense of its reputation and as an informational warning to other trades related to PGHS’s customer experience.
Thank you