Customer Service Terms

Important Notice

These terms apply to appliance inspection, diagnosis, maintenance, repair, installation, removal, movement, delivery, and related services provided by Northwest Appliances. They contain payment obligations, warranty terms, property-risk disclosures, and limitations that may affect your legal rights. Rights that cannot lawfully be waived remain in effect.

Please review these terms before confirming an appointment or authorizing service. You may request a downloadable or printed copy.

1. Contracting Party and Agreement

“Northwest Appliances” means Simpson Maintenance LLC, doing business as Northwest Appliances, together with its authorized employees and subcontractors. “Customer” means the adult who requests or authorizes service, receives service as the appliance or property owner’s authorized representative, or signs an agreement accepting payment responsibility. The work order, approved estimate, written change orders, these Service Terms, and any applicable written warranty form the service agreement.

If a manufacturer, retailer, home-warranty company, property manager, insurer, or other third party arranged the service, its authorization and coverage rules may also apply. If documents conflict, nonwaivable law and any state-required notice control first, followed by a signed change order, the work order or estimate, the applicable written warranty, and these terms.

2. Customer Authority and Access

The customer represents that the customer is at least 18 years old, owns the appliance or has permission from the owner or property manager to authorize service, and may grant access to the service location. An adult who is capable of making service decisions and is not impaired by alcohol, drugs, illness, or another condition must be present unless Northwest Appliances agrees otherwise in writing.

The customer must provide a reasonably safe, clean, illuminated, and accessible work area; working utilities; access to shutoffs, breakers, connections, and model and serial labels; a clear path wide enough for the appliance and equipment involved; and enough unobstructed space to open doors or panels and perform the authorized work. Children, pets, and bystanders must remain outside the work zone.

If the appliance or surrounding property is not ready or safely accessible, Northwest Appliances may delay or reschedule the work. If a technician has already traveled to the location or begun the visit, the disclosed trip or diagnostic fee remains due. The customer may prepare the area or hire an appropriate mover or trade professional at the customer’s cost.

The customer must disclose known leaks, gas odors, electrical problems, pests, mold-like growth, structural hazards, prior repairs, installation problems, water damage, and existing appliance or property damage. Northwest Appliances may refuse, pause, or stop work when conditions are unsafe, unsanitary, unlawful, abusive, outside the authorized scope, or likely to cause unreasonable damage.

3. Diagnosis and No Guaranteed Outcome

A diagnosis is a professional judgment based on symptoms, access, error codes, observable conditions, and testing available during the visit. Appliance failures may be intermittent, concealed, progressive, affected by outside utility or building conditions, or caused by multiple components.

A diagnosis or successful test is not a guarantee that every defect has been identified, that the appliance can be repaired economically, that another component will not fail, or that the same symptom will not return for a different reason. Testing confirms operation only at the time and under the conditions tested.

4. Diagnostic Fees, Estimates, and Authorization

The disclosed service-call or diagnostic fee compensates Northwest Appliances for scheduling, travel, inspection, testing, and professional diagnosis. It is earned when the technician arrives and begins evaluation, even if the customer declines repair, the reported failure cannot be duplicated, the appliance is not repairable, a needed part is unavailable, or further diagnosis is required, except where a warranty-company agreement or applicable law provides otherwise.

Payment is due when the diagnostic evaluation is completed. After the diagnostic fee and any other amount then due are paid, Northwest Appliances will provide the diagnostic findings available from the visit and, when a repair can reasonably be proposed, the repair estimate and available parts-pricing information. Until payment is completed, Northwest Appliances is not required to release the diagnostic report, prepare or release a repair estimate, quote parts, order parts, reserve a return appointment, or begin repair work. Payment of the diagnostic fee does not require the customer to approve a repair. A manufacturer, warranty-company, or service-contract authorization controls when it expressly requires a different payment or reporting process.

A scheduling quote or diagnostic fee is not a final repair price. An estimate covers only the parts and labor specifically listed. Northwest Appliances will obtain authorization before beginning a repair or performing materially different or additional chargeable work.

5. Parts and Repairs That Do Not Resolve Every Condition

Approval of a part is based on the diagnosis and information reasonably available at that time. Installing an approved part does not guarantee that an aging appliance has no additional or unrelated failure.

If an approved part does not resolve the reported condition, Northwest Appliances will stop, document the result, explain any additional findings, and request approval before installing another chargeable part. Authorized diagnostic labor, completed labor, installed parts, disclosed shipping, and disclosed nonreturnable special-order parts remain payable unless covered by a written warranty, third-party authorization, written adjustment, or applicable law. Nothing in these terms authorizes careless diagnosis, unauthorized work, or deceptive charges.

Parts may be new, remanufactured, refurbished, aftermarket, or functionally equivalent when disclosed and suitable. Northwest Appliances may decline customer-supplied parts. If accepted, no warranty applies to the customer-supplied part; any workmanship warranty is limited to the authorized installation work and excludes a failure caused by the part or its incompatibility.

6. Change Orders

If additional parts, labor, access work, safety corrections, or cost become reasonably necessary, Northwest Appliances will pause and request written or electronically recorded approval. Silence is not authorization. The customer may decline the additional work and remain responsible for previously authorized diagnostic service, completed labor, installed or disclosed nonreturnable parts, and other approved charges, subject to a written warranty, third-party authorization, written adjustment, and applicable law.

7. Appliance Movement, Uninstallation, and Reinstallation

Built-in, stacked, oversized, tightly fitted, corroded, improperly installed, or aging appliances may require movement, disconnection, uninstallation, reinstallation, or unusual access before diagnosis or repair can continue. The normal diagnostic or repair price does not include that work unless it is specifically listed on the approved estimate. Northwest Appliances will disclose any additional charge and obtain authorization before performing it.

The customer may move or uninstall the appliance before the appointment or arrange an appropriate mover, plumber, electrician, gas professional, cabinet contractor, or other qualified provider. Northwest Appliances may decline movement or access work that requires specialized equipment, licensing, structural alteration, excessive force, or conditions the technician reasonably considers unsafe. Declining that work does not cancel a disclosed trip or diagnostic fee already earned.

Moving an appliance can scratch, dent, crack, loosen, reveal, or worsen conditions affecting the appliance, flooring, walls, trim, cabinets, countertops, doors, stairs, hoses, valves, drains, vents, cords, wiring, gas connectors, or nearby property. Risk is increased by insufficient clearance, obstructed paths, uneven or defective flooring, brittle materials, seized fasteners, hidden leaks, corrosion, structural weakness, and prior improper installation.

When movement or unusual access is required, the customer must approve a separate Movement and Access Acknowledgment before the work occurs. That acknowledgment addresses documented pre-existing, concealed, customer-controlled, and unavoidable conditions. It does not release Northwest Appliances from direct physical damage proven to have been caused by a failure to exercise reasonable care.

8. Water, Drain, Electrical, Gas, and Vent Connections

Residual water may remain inside pumps, filters, hoses, tubs, sumps, and drain systems. Existing hoses, valves, fittings, drains, cords, receptacles, breakers, gas connectors, regulators, vents, and shutoffs may be aged, corroded, seized, defective, inaccessible, or unsuitable for reuse.

Standard appliance service assumes existing connections and shutoffs are accessible, functional, apparently safe, and suitable for reuse. Northwest Appliances may refuse to operate, disconnect, or reconnect an unsafe, leaking, damaged, inaccessible, or noncompliant connection.

Appliance service does not include modification or repair of permanent electrical wiring, receptacles, breakers, plumbing, shutoff valves, gas piping, drains, vents, cabinetry, countertops, flooring, walls, or structural components unless separately authorized and lawfully performed by a properly qualified provider.

After service, the customer must monitor the appliance and surrounding area and immediately stop use and shut off the appropriate utility when it is safe to do so if leaking, flooding, smoke, overheating, arcing, gas odor, unusual vibration, or another unsafe condition occurs.

9. Pre-Existing and Concealed Conditions

Northwest Appliances is not responsible for documented pre-existing damage or a loss caused solely by concealed, defective, deteriorated, improperly installed, customer-controlled, manufacturer, utility, building-system, or other condition that reasonable care could not prevent. Before work, the technician may photograph and document visible conditions. Failure to photograph a condition does not by itself prove that the condition did not exist.

Nothing in these terms releases Northwest Appliances from direct physical damage proven to have been caused by its failure to exercise reasonable care, or waives gross negligence, reckless or intentional misconduct, fraud, statutory rights, or liability that cannot lawfully be waived.

10. Photographs and Service Records

The customer authorizes reasonable photographs, short videos, measurements, model and serial information, error codes, and written notes of the appliance, immediate work area, access path, utility connections, existing damage, completed work, and testing results. These records may be used for diagnosis, service documentation, quality review, warranty administration, insurance, training within the service organization, and dispute resolution.

Technicians should avoid photographing people, unrelated rooms, mail, screens, and personal effects. Service records will not be used in advertising or posted publicly without separate optional marketing permission.

11. Warranty Companies and Other Third-Party Payment

Northwest Appliances is independent from manufacturers, retailers, home-warranty companies, property managers, insurers, and service-contract administrators unless the work order expressly states otherwise. Their authorization is not a guarantee of payment.

The customer is responsible for a disclosed service fee or deductible, customer-requested work outside the third party’s authorization, charges above a disclosed coverage limit, and other charges the customer separately approves. If the third party denies or reverses payment because coverage was unavailable, information supplied by the customer was inaccurate, or the customer failed to satisfy a coverage requirement, the customer remains responsible for the authorized amount after receiving an itemized invoice.

The customer is not responsible for a payment dispute solely between Northwest Appliances and a third party over the third party’s contracted provider rate unless the customer separately agreed in writing to pay it. Northwest Appliances will credit amounts received and will not collect twice for the same charge.

12. Payment, Cancellations, and Refunds

Payment is due as stated on the work order or invoice and may be made by any payment method Northwest Appliances then accepts. The customer authorizes only the approved amount, applicable tax, and separately disclosed fees. Collection costs or attorney fees will be charged only when stated in a separately signed agreement or permitted and awarded under applicable law. Card information should be processed through the payment provider and should not be included in technician notes.

Diagnostic fees are generally nonrefundable after the visit and diagnosis occur. Refunds or re-performance of labor are governed by the written warranty, a written adjustment or settlement, and applicable law. Uninstalled standard parts may be refundable when returnable, less any previously disclosed and lawful shipping or restocking charge. Special-order, installed, used, programmed, electrical or electronic, and supplier-nonreturnable parts may be nonrefundable when that limitation was disclosed before purchase and is permitted by law.

13. Limited Parts and Workmanship Warranty

Northwest Appliances provides a 30-day limited warranty, beginning on the installation date, on the specific eligible repair labor performed and parts supplied by Northwest Appliances. A different written warranty shown on the estimate, invoice, or manufacturer’s part documentation controls for that item.

If the same diagnosed failure recurs during the warranty period, the customer must stop using the appliance when unsafe and give Northwest Appliances a reasonable opportunity to inspect. If Northwest Appliances confirms a covered defect in its workmanship or supplied part, its obligation is, at its option and within a reasonable time, to reperform the covered work, repair or replace the covered part, or refund the amount paid for the defective covered item.

The limited warranty excludes a different or intermittent failure; normal wear; cosmetic conditions; misuse, neglect, overload, accident, pests, contamination, power surge, fire, water, freeze, weather, utility defects, improper installation or ventilation, code issues, relocation, customer or third-party work, customer-supplied parts, manufacturer design defects, recalled products, and failure to follow safety or operating instructions, to the extent that condition caused or contributed to the claim.

Nothing in this warranty limits an implied warranty or remedy that cannot legally be disclaimed or limited. The written warranty provided with the invoice controls if it differs from this summary.

14. Completion, Safety, and Reporting a Concern

At completion, the work order should record the services performed, parts installed, tests and results, appliance status, open recommendations, safety warnings, customer exceptions, amount due, and applicable photographs. The customer should review the record and list any visible new damage or disagreement before signing. A completion signature confirms receipt and the visible condition then observed; it does not waive a hidden or later-discovered lawful claim. If the customer is unavailable or declines to sign, the technician may document that fact and Northwest Appliances will make the service record available to the customer.

For leaking, flooding, gas odor, smoke, overheating, arcing, or another urgent condition, the customer must stop using the appliance, shut off the applicable utility when safe, take reasonable emergency steps to limit additional damage, and notify Northwest Appliances immediately. For any other service or property concern, the customer should give notice as soon as reasonably possible—preferably within 24 hours after discovery—so evidence can be preserved and the condition investigated.

Notice may be given through the current telephone number, email address, text channel, or contact form shown on the work order, invoice, or Northwest Appliances website. If only a voicemail is left, the customer should also send a written message and keep a copy. Except when emergency mitigation is necessary, the customer must provide a reasonable opportunity to inspect the appliance and affected area before permanent repair, alteration, or disposal. A delayed report does not automatically waive a lawful claim, but Northwest Appliances is not responsible for additional damage that reasonable and timely mitigation would have prevented.

15. Right to Decline, Pause, or End Service

Northwest Appliances may decline, pause, reschedule, or end service for a legitimate business or safety reason, including unsafe utilities or access; pests, biohazards, severe contamination, or unsanitary conditions; threats, harassment, abusive conduct, or interference with the technician; inability to verify authority; nonpayment; requested unlawful or out-of-scope work; required licensing or equipment that is unavailable; unavailable parts; or a condition that makes a reliable repair impracticable.

The decision will not be based on a characteristic protected by law. The customer remains responsible for authorized work completed, parts installed or specially ordered after disclosure, and any trip or diagnostic fee already earned. Any unused customer payment will be handled under the refund terms and applicable law.

16. Events Beyond Reasonable Control

Neither party is responsible for delay caused by severe weather, disaster, government order, utility outage, transportation failure, supply-chain interruption, manufacturer backorder, parts discontinuation, illness, or another event beyond reasonable control. This provision does not excuse payment for completed work, a required refund, reasonable mitigation, or an obligation that law does not allow a party to suspend.

17. Governing Law and Nonwaivable Rights

The law of the state where services are physically performed governs, without eliminating nonwaivable consumer rights. If a provision is invalid or unenforceable, it will be enforced only to the lawful extent or severed without invalidating the remaining terms.

Certain sales first proposed in a customer’s home may carry cancellation rights and special notice requirements. When a required cancellation notice is provided, that notice controls. Nothing in these terms waives a right that applicable law makes nonwaivable.

18. Customer Information and Privacy

Northwest Appliances may receive customer information directly from the customer or from a manufacturer, retailer, home-warranty company, service-contract administrator, property manager, insurer, or other party that arranged the service. Service information may include the customer’s name, service address, telephone number, email address, appointment and communication history, appliance make, model and serial number, work-order details, photographs or video of the appliance and immediate work area, diagnosis and repair history, invoice and payment status, and warranty or authorization information.

Northwest Appliances may use this information to schedule and perform service; communicate about appointments, safety, estimates, invoices, parts, and warranties; process payment; document and improve service quality; prevent fraud; maintain accounting and business records; and handle insurance, legal, or dispute matters. Information may be disclosed as reasonably necessary to payment processors, software and cloud-service providers, parts distributors, subcontractors, professional advisers, insurers, government authorities, and the third party that arranged or pays for the work. Northwest Appliances does not sell customer personal information.

Information supplied for a manufacturer, retailer, warranty, or service-contract repair is not automatically permission for Northwest Appliances advertising. Promotional email, text, or telephone communication requires the customer’s separate optional consent and must also be allowed by the applicable third-party agreement. Postal marketing will be used only when permitted by law and the applicable third-party agreement. The customer may opt out of marketing without affecting service.

Northwest Appliances uses reasonable administrative, technical, and physical safeguards appropriate to the information maintained, but no storage or transmission method can be guaranteed completely secure. Records are retained only as reasonably needed for service, warranty, accounting, tax, insurance, fraud-prevention, dispute, and legal purposes, and are then deleted or securely disposed of when reasonably practicable. A customer may request access, correction, deletion, or information about a record through the current contact method shown on the work order, invoice, or website; requests remain subject to identity verification and records Northwest Appliances must or is permitted to keep.

19. Changes to These Terms

Northwest Appliances may revise these terms prospectively by posting a new version and effective date. When required by law, material changes will also be communicated through an available customer contact method before they apply. A material change will not retroactively change an already authorized job, price, warranty, payment obligation, or dispute without the affected customer’s agreement unless the law expressly permits it. The version accepted for a work order controls that work order.

20. Electronic Records and Acceptance

Electronic signatures, acceptance boxes affirmatively selected by the customer, recorded approvals, timestamps, emails, and text-message approvals may evidence agreement. Northwest Appliances will provide access to these terms and obtain the customer’s affirmative acceptance before chargeable work begins. Merely viewing the website or allowing a technician to enter without receiving reasonable notice of these terms and an opportunity to review them is not, by itself, acceptance. Marketing email, text, or telephone consent is separate, optional, and not a condition of purchasing service.

The customer may request a paper or downloadable copy through the current contact method shown on the work order, invoice, or website.