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3.1. All appointments for service, installation, or disconnection will be specified by date. Each Franchisee will set a specific time at which the work will be done, or offer a choice of time blocks, which will not exceed four (4) hours in length. A Franchisee may also, upon request, schedule service installation calls outside normal business hours, for the express convenience of the customer.

3.2. If at any time an installer or technician is late for an appointment and/or believes a scheduled appointment time will be missed, an attempt to contact the customer will be made before the time of appointment and the appointment rescheduled at a time convenient to the customer, if rescheduling is necessary. It is the Operator’s burden to prove it met the appointment.

3.3. The Franchisee will offer and fully describe to Subscribers who have experienced a missed appointment (where the missed appointment was not the Subscriber’s fault) that the Subscriber may choose between the following options:

3.3.1. Installation or service call free of charge, if the appointment was for an installation or service call for which a fee was to be charged;

3.3.2. One (1) month of the most widely subscribed to service tier free of charge for other appointments; and

3.3.3. An opportunity to elect remedies under California Civil Code 1722, if applicable.

3.4. If the Franchisee makes reasonable and no less than three (3) attempts to confirm an appointment during the scheduled appointment time or appointment window and is unsuccessful in obtaining such confirmation, the Franchisee may assume that the customer has cancelled the appointment.