FAQ

Frequently Asked Questions:

 

What areas do you currently service?

We service all of Massachusetts, Rhode Island and various counties in New Hampshire. View our Service Territory in more detail here.

 

Do you charge a trip charge?

Yes, there is a trip charge for service calls, which varies depending on where the account is located and what service is being requested. If you are a member of our PM Program, there is no trip charge for scheduled PM’s or any approved PM follow up work. Our trip charge after hours and on weekends / holidays is subject to overtime rates, unless you are a PM Account.

 

How many employees do you staff?

Our workforce consists of 30+ CFESA, OSHA and industry trained technicians along with 20+ highly motivated, experienced support staff members.

 

Can I order replacement parts from you without placing a service call?

Yes. We have access to replacement parts from over 200 OEM product lines and offer parts distribution at very competitive pricing to all of our customers. We can have the part shipped directly to your location if you do not want us to perform the installation. You may submit your information for a new Parts Order here, or if you anticipate a long lead time for the parts or expect an expensive total, you may choose to fill out a Quote Proposal form.

 

Where are you located and how large is your facility?

Our headquarters are located in Norwood, MA where we operate out of 12,000 square feet of work space and storage. By approximately September 2018, we will have moved into a brand new, 31,000 square foot, state of the art facility to accommodate our service demands and growth. We also have a JWS branch office located in Brentwood, NH where we operate out of a 2,500 square foot facility.

 

Do you install equipment as well as provide service for it?

Yes. Please read all about our installation services.

 

Why should we consider purchasing equipment through you rather than buying from an online vendor?

While online vendors certainly have competitive pricing, they do not see the project all the way through like we do. Online equipment vendors lack the attention to detail and won’t make it specific to your needs. They don’t include any pricing to provide you with installation of the equipment as they often don’t provide that service. They usually don’t advertise freight until after you’ve checked out, and their virtual warehouses often mislead by saying they have a new unit a couple of days away, when in reality it is being shipped from the far reaches of the country or continent. Sometimes, equipment warranty is not authorized through online vendors. Buying new units online can certainly work out for you, but we feel we can provide a better, safer solution.

Joe Warren & Sons is proud to see your equipment purchase through from A to Z: you’d be surprised at how competitive our pricing is for new equipment! We gather all pertinent information from an initial service call (equipment make/model/serial, electrical information of breaker and outlets, equipment accessories, dimensions of equipment as it pertains to countertops, neighboring equipment, ramps and doorways). We will follow up with a quotation for what we feel is the best replacement unit for your needs and your space. Included in this proposal is the total labor time for the job, which consists of receiving the new equipment (if we don’t have it in stock), uncrating it, inspecting the unit(s), loading the equipment onto our box trucks or service vans, the trip charge, bringing the equipment into your facility and setting it in place, total installation time, and if you are getting rid of the old equipment, the removal and disposal of the machine. If a licensed electrician or plumber is needed for the job, or if the job will require the acquisition of a flame permit, we will make note of it in our proposal and help you through the process.

We have our own special relationships with many vendors and manufacturers, and are up front about how much a job will cost you so you can accurately plan your budget. Online vendors hide vital information in the fine print, and they won’t notify you if there is a newer, compatible piece of equipment or a better buy because you were the one who did all of the research to find the specific model of equipment. If you would like a detailed proposal to purchase a new piece of equipment, please fill out a Quote form. This is free to you. In many cases, we prefer to schedule a service call so we can ensure all vital information is gathered, however if you verify all electrical info, dimensions, equipment information and include a few pictures, we can usually provide you with a quote as site unseen, (beware though, when dealing with heavy equipment, we encourage you to use a professional service company). We hope to gain your business!

 

“My Refrigerator has a mind of its own.” Is it time to replace the unit?

Not necessarily. Depending on the age & condition of the unit, in some cases we would recommend replacing the condensing unit, and/or the Evaporator of the piece of equipment rather than purchasing a new Refrigerator. Sometimes only minor repairs are needed to get the unit up and running. Allow us to provide you with a customized quote for the options to repair or replace your unit. Our staff will provide you with a professional recommendation regarding which route we feel is more efficient, cost-effective and the overall better value, and you will be able to compare the proposals side by side to determine what option works best for your budgetary and kitchen needs.

 

What certifications do your technicians have?

Because we pride ourselves on the selection of each technician we employ, the demand of their skill is unusually high. Our team of service technicians frequently undergoes manufacturer training, seminars and demonstrations, while our staff follows up to date safety regulations with an attention to environmental awareness.

 

Hours of Operation

Monday – Friday

Our normal business hours are from 7:30AM – 4:30PM, Monday-Friday. However, please feel free to call our office as early as 6:00AM, as our inner office support team arrives bright and early! Our “on-call” service will cover all hours outside normal business hours and will relay all telephone calls to the technician on call that particular evening.

Weekends

For service on the weekends, please call either 800-283-4120 or 781-551-9199 and our “on-call” service company will field your call. Please leave a detailed message concerning your service needs and one of our factory trained service technicians will contact you shortly with assistance or an ETA.

Holidays

Please follow the above procedure for placing a service call on the Holidays, as we will always have a factory trained service technician available to you! Below is a listing of Holidays that we recognize, but again, our technicians are on call for you 24/7/365!

New Year’s Day | President’s Day | Memorial Day | Independence Day | Labor Day |Columbus Day | Thanksgiving Day | Friday after Thanksgiving Day | Christmas Day

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