Preventative Maintenance
You offer the customer one maintenance visit a year, onsite or remote depending on the equipment and the customer's preference. Customers can opt out in any year.
Maintenance options
Option A — Annual Preventative Onsite Visit
Light-scope visit at the home for diagnostics and maintenance, including anode replacement, flushing, and descaling for tankless units. Opportunity for routine visibility and support for customers.
Option B — Annual Preventative Remote Check
Remote diagnostics (when supported by equipment) and/or guided customer walkthrough. Remote findings should be used to determine if an onsite visit is recommended.
Option C — Annual Appointment Offered; Customer Opts Out
Maintenance is offered annually but is not mandatory. Customers may decline entirely or skip individual years.
Palmetto pays for Options A and B at $100 per visit, unless your agreement sets a different rate.
Additional Notes on maintenance
One maintenance opportunity per system to be offered per year. Can align with installer service cycles and scheduling.
Partners may recommend onsite vs. remote vs. no maintenance needed based on site conditions, equipment, and local factors (e.g., water quality)
Goal is to enable regular customer touchpoints and proactive system care without requiring excessive scope or forcing unwanted visits
Warranty coverage
Parts: covered for the full 10-year term, whatever the manufacturer's warranty. The manufacturer covers at least the first 5 years, and Palmetto covers parts after that.
Labor: service and repair labor is covered for the full lease term.
First 90 days: you own all service issues for the first 90 days after install approval. Your workmanship warranty runs for the full contract.
First call: you're the customer's first call for service. If a customer calls Palmetto, we route the work order back to you.
Registration: Palmetto registers the parts warranty after install approval. Include serial number, make and model, and manufacturer in your install package.
Service requests and invoices
Accept a service request within 2 business days and resolve it within 10.
Send invoices to [email protected] within 30 days of the visit. Get pre-approval for anything over $500.
Workmanship issues you decline to fix are back-billed at cost plus 20%.
For repair labor rates and the claims process, open a Sales Support chat before starting a repair you plan to invoice.
Need help?
Text INSTALLER to 888-531-3327 or open a chat in the Palmetto portal. Homeowners can call 855-339-1831.