Terms & Conditions

1.Services

EJ’s provides appliance diagnostic and repair services, Virtual Consultations, dryer vent cleaning, maintenance services, and related membership and protection-plan services.

EJ’s does not perform manufacturer-paid factory warranty service. Customers seeking reimbursement through a home warranty company, service contract, insurance policy, manufacturer, or other third party remain responsible for paying EJ’s directly and pursuing reimbursement from that third party.

2.Booking Fee

A $49 Booking Fee is required to reserve a standard in-home service appointment or Virtual Consultation unless waived under an applicable EJ’s membership or promotion.

For an in-home appointment that is completed as scheduled, the $49 Booking Fee is applied toward the first appliance’s $119 Service Charge, leaving $70 of that Service Charge due.

For a Virtual Consultation, the $49 Booking Fee pays for the Virtual Consultation as described below. If an in-home visit is subsequently required, the $49 paid for the Virtual Consultation will be applied toward the standard $119 Service Charge, leaving $70 of that Service Charge due.

Customers who cancel or reschedule with at least 12 business hours’ notice may request a refund of the Booking Fee or retain it as a credit toward future EJ’s service.

If a customer cancels or reschedules with less than 12 business hours’ notice, is unavailable for the scheduled appointment, or fails to provide reasonable access necessary for EJ’s to perform the scheduled service, the $49 Booking Fee becomes a cancellation/no-show fee and will not be applied toward future service.

3.Appointment Windows

Standard in-home appointments are scheduled within approximately three-hour arrival windows.

Virtual Consultations are scheduled within approximately 30-minute arrival windows.

Arrival windows are estimates and are not guaranteed appointment times. Previous appointments, unexpected repair complexity, traffic, weather, parts availability, emergencies, technician safety, and other circumstances may affect arrival times.

EJ’s will make reasonable efforts to communicate significant scheduling changes.

4.Service Charges

The standard in-home Service Charge is:

• First appliance: $119
• Second appliance during the same visit: $75
• Each additional appliance during the same visit: $50

The Service Charge covers professional diagnostic service for the applicable appliance. Multiple reported problems involving the same appliance may be evaluated under that appliance’s Service Charge.

Additional appliances are subject to the additional-appliance charges above.

The Service Charge is a separate charge for professional diagnostic/service work. It is not waived, refunded, or credited against repair labor simply because the customer approves a repair.

When a repair is recommended, EJ’s will generally present the Service Charge, applicable flat-rate labor, parts, and other applicable charges together as the customer’s total quoted repair price.

5.Virtual Consultations

A Virtual Consultation costs $49 and includes up to 30 minutes of remote diagnostic consultation.

Multiple appliances or concerns may be discussed during that time as scheduling and circumstances reasonably permit.

Virtual Consultations are based on information available remotely, which may include customer descriptions, photos, video, sounds, model and serial information, error codes, observations, and customer-assisted testing.

A Virtual Consultation is a professional preliminary assessment but cannot always substitute for physical inspection and testing. The diagnosis, required parts, repair recommendation, or price may change after an appliance is physically inspected.

If an in-person visit is required following a Virtual Consultation, the $49 Virtual Consultation payment is applied toward the first appliance’s $119 Service Charge.

Once performed, a Virtual Consultation is non-refundable.

6.Diagnostic Limitations

Appliance diagnosis sometimes requires sequential testing.

EJ’s uses professional judgment, available manufacturer information, testing procedures, observed symptoms, fault information, and technician experience. However, not every failure can be conclusively identified during an initial diagnosis.

A failed component may prevent testing of another component. If a verifiably failed component must first be repaired or replaced before another failure can reasonably be discovered, discovery of the additional failure does not automatically constitute an incorrect diagnosis or Recall.

Intermittent conditions may be especially difficult to diagnose. EJ’s cannot guarantee identification of a condition that cannot reasonably be duplicated, observed, measured, or otherwise detected during service.

If an appliance operates normally during the appointment and no defect can reasonably be identified, the applicable Service Charge remains earned and payable.

Error or fault codes are diagnostic information and do not necessarily establish that a particular component has failed.

EJ’s is not bound by diagnoses or repair recommendations made by customers, online sources, artificial-intelligence tools, manufacturers, retailers, other service companies, home-warranty companies, or other third parties. EJ’s technicians will make their own professional assessment.

7.Flat-Rate Repair Pricing

EJ’s uses flat-rate repair pricing rather than hourly billing.

Repair pricing may consider the repair being performed, required skill and equipment, parts, labor category, business costs, warranty obligations, and other relevant factors. The amount of time a particular repair takes does not by itself determine the repair price.

The customer will be given an opportunity to authorize the repair price before chargeable repair work is performed.

8.Authorization to Perform Work

Repair authorization may be provided verbally, through payment, electronically, in writing, or by another method reasonably demonstrating the customer’s approval.

EJ’s may reasonably rely upon authorization given by an adult or representative who represents that he or she has authority to approve work for the customer, property owner, landlord, business, or account holder.

The person scheduling service is responsible for ensuring that an authorized decision-maker is available when necessary.

If EJ’s discovers additional work that will increase an approved price, EJ’s will obtain additional authorization before performing the additional chargeable work.

9.Payment

Unless EJ’s agrees otherwise in writing, payment is due in full upon completion of service.

EJ’s may accept credit cards, debit cards, cash, checks, ACH payments, approved financing, and other payment methods offered by EJ’s.

Repairs requiring ordered parts may require payment of the entire quoted repair price before parts are ordered.

Financing and third-party payment programs are subject to the separate terms and approval requirements of the applicable financing provider.

10.Ordered Parts and Customer Cancellation

If a customer authorizes and prepays a repair requiring ordered parts and then cancels:

• Cancellation after the parts have been ordered but before EJ’s receives them may be subject to a 25% cancellation/restocking fee.
• Cancellation after EJ’s receives the parts may be subject to a 50% cancellation/restocking fee.

Any cancellation rights provided by applicable law take precedence over this policy.

Special-order, non-returnable, electronic, programmed, configured, opened, installed, or otherwise restricted parts may be subject to additional manufacturer/distributor return limitations where permitted by law.

11.Parts Availability and Delays

Parts availability and estimated arrival dates are not guaranteed.

Manufacturers, distributors, shipping carriers, backorders, discontinued parts, superseded components, and supply-chain conditions are outside EJ’s reasonable control.

EJ’s is not responsible for an inability or delay in completing a repair when a required part is discontinued, unavailable, indefinitely backordered, or otherwise unobtainable through reasonable sources.

EJ’s may use OEM, manufacturer-authorized, aftermarket, universal, superseded, updated, rebuilt, or functionally equivalent parts when EJ’s determines they are appropriate for the repair.

Manufacturer updates, part substitutions, revised service procedures, programming requirements, or newly discovered information may require EJ’s to revise a repair recommendation or price. Additional charges will be authorized before being incurred.

12.Additional or Cascading Failures

An appliance may have more than one failed component.

When an additional failure could not reasonably be diagnosed until an initially failed component was repaired, the additional required part will be quoted separately.

If the additional repair falls within the same EJ’s labor category/code, EJ’s will not charge additional labor for that additional component.

If the additional repair requires a higher labor category/code, the customer will generally be charged only the difference between the original and higher labor category, plus applicable additional parts and other authorized charges.

13.Non-Repairable Appliances

If an authorized repair cannot reasonably be completed because the appliance is subsequently determined to be non-repairable, EJ’s will charge for services actually performed and for applicable non-returnable or specially ordered parts.

Refundable amounts attributable to work that was not performed will be returned to the customer.

14.Repair vs. Replace

EJ’s may provide professional information or recommendations regarding whether repairing or replacing an appliance appears reasonable.

The final repair-versus-replace decision belongs to the customer.

Completion of a repair does not constitute a guarantee of the appliance’s remaining useful life or guarantee that another component will not subsequently fail.

15.Standard Repair Warranty

Unless otherwise specified on the customer’s invoice, EJ’s repairs include a 90-day limited warranty on EJ’s-supplied parts and EJ’s labor, beginning on the date the repair is completed.

A warranty concern is considered timely if the customer reports it to EJ’s within the applicable 90-day warranty period, even if EJ’s return appointment occurs after the warranty expiration date.

For a covered failure of an EJ’s-supplied part or EJ’s workmanship during the warranty period, there will be:

• No Service Charge for the covered warranty visit;
• No charge for covered warranty labor; and
• No charge for the covered replacement part.

After the applicable warranty expires, subsequent service is treated as a new service request unless a longer warranty is specifically stated on the invoice.

16.What the Repair Warranty Covers

The repair warranty applies to the specific repair performed, not to the entire appliance.

A different or unrelated component failure is considered a new service issue even if it occurs during the warranty period.

For example, repairing a refrigerator cooling component does not create a 90-day warranty covering an unrelated ice-maker failure.

The warranty does not cover failures or damage caused or materially contributed to by conditions outside the covered repair, including misuse, abuse, neglect, improper installation, unauthorized modification, subsequent third-party repairs, pests, rodents, fire, flood, lightning, abnormal electrical supply, power surges, defective household wiring, plumbing problems, drain problems, restricted or improper venting, abnormal water conditions, freezing, environmental conditions, unrelated rust or corrosion, or other conditions EJ’s did not cause.

The presence of such a condition does not automatically void an otherwise valid warranty. The condition must have caused or materially contributed to the claimed failure.

17.Recalls

If the original complaint remains unresolved following an EJ’s repair and the situation qualifies as a Recall, EJ’s will not collect another Service Charge for reevaluating the original complaint.

When EJ’s determines that the original repair did not correct the actual diagnosed cause, appropriate credit from the original repair will be applied toward correction of the actual issue.

A genuine additional or cascading component failure that could not reasonably have been detected until the first failure was corrected is not automatically considered a misdiagnosis or Recall.

An unrelated new failure is not a Recall.

18.Customer-Supplied Parts

EJ’s may, at its discretion, install a customer-supplied part.

Customer-supplied parts carry no EJ’s parts warranty and no EJ’s labor warranty.

The customer assumes responsibility for the accuracy, compatibility, condition, quality, and performance of customer-supplied parts.

If a customer-supplied part is incorrect, defective, incompatible, incomplete, or cannot be installed, applicable Service Charges and authorized labor charges remain payable.

19.Appliance Access

Customers are responsible for providing reasonable, safe access to the appliance and work area.

This includes removing personal belongings, stored items, rugs, furniture, food where reasonably necessary, and other obstacles that prevent safe service.

If adequate access is not provided, EJ’s may postpone or decline service. When EJ’s cannot perform the scheduled service because the customer failed to provide reasonable access, the $49 Booking Fee may become the applicable inaccessible-property fee.

20.Moving Appliances and Property Conditions

EJ’s may move or pull out freestanding appliances when the technician reasonably determines it can be done safely.

A technician may decline to move an appliance when doing so presents an unreasonable risk to the appliance, technician, flooring, cabinetry, countertops, plumbing, electrical connections, gas connections, surrounding property, or other persons.

EJ’s will exercise reasonable care when moving appliances but is not responsible for damage resulting from pre-existing deterioration, improper flooring installation, appliance weight or settling, hidden defects, deteriorated materials, trapped appliances, or other conditions EJ’s did not cause.

Nothing in these Terms is intended to exclude responsibility that cannot legally be excluded, including responsibility for damage caused by EJ’s negligence where applicable.

21.Built-In, Stacked and Pedestal-Mounted Appliances

If cabinetry, countertops, flooring, construction, installation methods, or other conditions prevent reasonable removal or access to a built-in appliance, EJ’s may require the customer to have a qualified contractor or other appropriate professional make the appliance accessible before service continues.

Unstacking or restacking stacked laundry equipment is handled case by case at EJ’s discretion, considering equipment, staffing, accessibility, technician safety, and property conditions.

EJ’s does not remove or reinstall laundry pedestals as part of standard appliance service. If pedestal removal is necessary, the customer is responsible for making the appliance accessible before service.

22.Water, Plumbing and Gas Connections

EJ’s may disconnect and reconnect appliance water or gas connections when reasonably necessary and when the technician determines conditions are safe.

EJ’s may require replacement of old, deteriorated, corroded, damaged, plastic, leaking, unsafe, or otherwise questionable water-supply lines, gas connectors, fittings, or related connection materials before reconnection.

Replacement materials and corrective work are additional unless specifically included in the customer’s quote.

If a shutoff valve does not operate properly, leaks, is seized, does not fully stop water or gas flow, or otherwise appears unsafe, EJ’s may stop work and require correction by a qualified plumber or other appropriate professional before proceeding.

When reasonably possible, EJ’s will document and notify the customer of existing leaks or unsafe conditions discovered during service.

23.Unsafe Modifications and Safety Devices

EJ’s will not knowingly bypass, defeat, or improperly disable manufacturer safety devices.

EJ’s may refuse or stop service when it discovers unsafe wiring, bypassed components, improper cords, altered plumbing, unauthorized modifications, unsafe gas connections, or other conditions that create an unreasonable safety risk.

The customer may be required to have the unsafe condition professionally corrected before EJ’s resumes service.

24.Safe Work Environment

Customers should provide a reasonably safe and clear work area.

Pets, children, occupants, and visitors should be kept sufficiently clear of the technician’s work area to permit safe service.

EJ’s may pause, discontinue, or refuse service when conditions create an unreasonable safety concern, including aggressive animals, significant pest or rodent activity, biohazards, threatening or abusive behavior, unsafe structures, illegal activity affecting technician safety, excessive contamination or filth in the work area, or other hazardous conditions.

25.Dryer Vent Cleaning

EJ’s dryer vent cleaning may be performed from the interior, exterior, or both depending on the vent configuration and conditions.

EJ’s technicians do not access roofs to perform dryer vent cleaning.

Exterior ladder work is performed at the technician’s discretion based on height, terrain, weather, equipment, access, and other safety considerations.

Dryer vent cleaning does not include opening walls, ceilings, floors, cabinets, or other building components to access concealed ductwork.

EJ’s may stop or decline cleaning when ductwork is crushed, disconnected, inaccessible, improperly installed, excessively restricted, contaminated, unsafe, or otherwise unsuitable for ordinary cleaning.

Repair or replacement of damaged, crushed, disconnected, improperly installed, or otherwise defective venting is not included in a standard cleaning and will be separately quoted when EJ’s offers such corrective work.

Substantial pest nests, construction debris, foreign objects, or unusual obstructions are handled case by case and may result in additional charges.

26.Dryer Vent Cleaning Limitations

Dryer vent cleaning reduces lint accumulation and airflow restrictions but does not guarantee prevention of a dryer or structure fire.

The condition, length, configuration, usage level, dryer type, and installation of a vent system may require cleaning more frequently than once annually.

EJ’s is not responsible for deterioration of existing vent materials that occurs during reasonable cleaning because the material was already brittle, damaged, deteriorated, improperly installed, or otherwise unsuitable for service, except to the extent damage is caused by EJ’s negligence.

Dryer vent cleaning is not a substitute for appliance diagnosis or repair. If a dryer continues to experience a heating, airflow, or performance problem after cleaning, appliance diagnostic service may be required and is separately chargeable unless covered by an applicable EJ’s plan.

27.Platinum Membership

The Platinum Membership is currently $19 per month and is associated with one service address.

The membership requires an initial 12-month commitment. After the initial commitment, the membership continues on a month-to-month basis until canceled.

The customer authorizes EJ’s to automatically charge the customer’s designated payment method for recurring membership payments in accordance with the membership authorization.

While the membership is active and current, Platinum benefits include:

• Standard EJ’s Service Charges waived;
• Standard $49 Booking Fee waived;
• 10% off EJ’s parts and labor, with no stated dollar cap;
• Platinum discount may not be combined with other discounts or promotions; and
• One priority next-business-day service appointment per membership year.

The next-business-day benefit applies to normal EJ’s business days and is subject to circumstances that make service impossible, unavailable, or unsafe, including severe weather, emergencies, technician availability caused by extraordinary circumstances, and events outside EJ’s reasonable control.

There is no waiting period or pre-existing-condition exclusion for Platinum benefits. A customer may enroll after an appliance problem has developed and use available benefits while the membership is active.

The membership may transfer to the customer’s new service address if the customer moves and the new address remains within EJ’s current service area.

If the customer cancels during the initial 12-month commitment, the remaining balance of the initial commitment becomes due, subject to applicable law.

28.Dryer Vent Protection Plan

The Dryer Vent Protection Plan is currently $12.50 per month, covers one service address, and requires an initial 12-month commitment.

After the initial commitment, the plan continues month-to-month until canceled.

The plan includes:

• One professional dryer vent cleaning per membership year; and
• A Heating Guarantee providing waived standard Service Charges and waived Booking Fees for qualifying dryer heating complaints while the plan is active and current.

Qualifying heating complaints may include no heat, insufficient heat, excessive drying time, or abnormal overheating, as reasonably determined by EJ’s.

The Heating Guarantee covers the qualifying diagnostic Service Charge. It does not make necessary repair parts or repair labor free unless separately stated.

Replacement vent parts, repairs, modifications, unusual access requirements, and corrective work are not included in the annual vent cleaning and may be separately quoted.

Certain vent configurations or conditions may not be safely or reasonably serviceable, including roof-access-only terminations, excessive height, inaccessible ductwork, unusual length/configuration, damaged systems, unsafe terrain, adverse weather, or other safety/access limitations.

Unlike Platinum, the Dryer Vent Protection Plan’s Heating Guarantee does not cover a heating problem that existed before enrollment.

The plan may transfer to a new address when the customer moves, provided the new address remains within EJ’s service area.

Cancellation during the initial 12-month commitment makes the remaining balance of the initial commitment due, subject to applicable law.

29.Recurring Membership Payments

By enrolling in a recurring EJ’s membership or protection plan, the customer authorizes recurring charges to the payment method provided.

Applicable recurring price, initial commitment, renewal terms, cancellation policy, and other required automatic-renewal disclosures will be presented to the customer at enrollment.

If a recurring payment fails, EJ’s may retry the authorized payment method and contact the customer regarding the failed payment.

Membership benefits may be suspended while the account is past due. If the account is not brought current within 10 days, EJ’s may cancel the membership or plan.

Cancellation resulting from nonpayment during an applicable initial commitment does not automatically eliminate amounts contractually due for the remaining initial commitment, subject to applicable law.

After the initial commitment, recurring memberships continue month-to-month until canceled.

EJ’s will provide a reasonable, easy-to-use method for cancellation as required by applicable law. When enrollment occurs online, EJ’s will provide an online cancellation method as required by applicable law.

Any material changes to recurring membership terms will be communicated as required by applicable law.

30.Past-Due Accounts and Collections

Payment is due as stated in these Terms and on the applicable invoice.

Balances remaining unpaid more than 10 days after becoming due may accrue interest at 1% per month (12% per annum) or the maximum rate permitted by applicable law, whichever is less.

To the extent permitted by law, the customer is responsible for reasonable costs incurred in collecting a valid unpaid balance.

EJ’s may suspend non-emergency service and applicable contractual benefits on delinquent accounts until past-due amounts are resolved, subject to applicable law.

31.Abandoned Repairs and Parts

If EJ’s has ordered parts or is awaiting customer authorization, scheduling, access, or other action necessary to complete an approved repair and the customer fails to respond for 30 days, EJ’s may close the repair as abandoned after reasonable attempts to contact the customer.

The customer remains responsible for services already performed and applicable non-returnable or specially ordered parts.

Any refund otherwise due will be handled in accordance with these Terms and applicable law.

32.Photos, Video and Service Documentation

EJ’s may photograph or record appliances, model and serial tags, error codes, property conditions immediately relevant to service, damage, connections, parts, diagnostic findings, and work performed for diagnostic, quality-control, training, warranty, recordkeeping, and business-documentation purposes.

EJ’s may use non-identifying appliance or job-site photographs for educational or marketing purposes when personally identifying information is removed or not reasonably visible.

EJ’s will not intentionally publish a customer’s private personal information as part of such use.

33.Electronic Communications

Customers may receive service-related communications by telephone, text message, or email, including appointment confirmations, scheduling updates, technician arrival notifications, estimates, invoices, payment communications, warranty information, and service follow-up.

Consent to receive operational/service communications does not by itself constitute consent to receive promotional or advertising text messages or emails where separate consent is required by applicable law.

Marketing consent will be obtained separately when required.

34.Customer Opportunity to Address Concerns

If a customer believes EJ’s work caused a problem or a covered repair requires warranty attention, the customer agrees to notify EJ’s promptly and provide EJ’s a reasonable opportunity to inspect and address the concern before another service provider performs corrective work, except where emergency action is reasonably necessary to prevent further injury or property damage.

Unauthorized alteration or repair by another person may affect EJ’s ability to determine the cause of a claimed problem and may affect warranty coverage when that subsequent work caused or materially contributed to the claimed failure.

35.Consequential and Incidental Losses

To the fullest extent permitted by applicable law, EJ’s repair warranty does not include reimbursement for indirect, incidental, special, or consequential losses resulting from appliance failure, including spoiled food, damaged clothing, loss of appliance use, lost income, lost business, substitute equipment, lodging, or similar consequential expenses.

Nothing in these Terms is intended to waive or limit a right or remedy that cannot lawfully be waived or limited, or to excuse EJ’s from responsibility for its own negligence where applicable law does not permit such a limitation.

36.Third-Party Warranties and Reimbursement

EJ’s does not perform manufacturer-paid factory warranty service.

Customers with manufacturer warranties, extended warranties, home warranties, service contracts, insurance coverage, or other third-party reimbursement arrangements remain responsible for payment to EJ’s.

Whether another company reimburses the customer does not affect the customer’s payment obligation to EJ’s.

EJ’s does not guarantee that a third party will approve or reimburse any EJ’s charge.

37.Statutory Consumer Rights

Nothing in these Terms is intended to waive any cancellation right, warranty right, remedy, disclosure requirement, or other consumer protection that cannot legally be waived.

Certain transactions entered into at a consumer’s residence may be subject to additional cancellation or disclosure requirements under Kentucky or federal law. When applicable, those statutory requirements control over inconsistent provisions of these Terms.

38.Changes to These Terms

EJ’s may update these Terms from time to time.

Changes apply prospectively unless otherwise permitted by law. Material changes affecting an existing recurring membership or continuous-service arrangement will be communicated to the customer as required by applicable law.

The Terms applicable to a particular service transaction are generally those presented or made available when the customer books, authorizes, or purchases that service, subject to any subsequent agreement between EJ’s and the customer.

39.Severability

If any provision of these Terms is determined to be invalid or unenforceable, that provision will be enforced to the maximum extent permitted by law or severed as appropriate, and the remaining provisions will remain in effect.

40.No Waiver

EJ’s failure to enforce a provision of these Terms in a particular situation does not permanently waive EJ’s right to enforce that provision in another situation.

41.Governing Law and Venue

These Terms are governed by the laws of the Commonwealth of Kentucky, without regard to conflict-of-law principles, except where applicable law requires otherwise.

To the extent legally permitted, disputes requiring court proceedings shall be brought in an appropriate state or federal court having jurisdiction in the Kentucky county in which EJ’s Appliance Repair LLC maintains its principal place of business.

Nothing in this section prevents either party from using a court or forum that applicable law gives that party a non-waivable right to use.

42.Entire Agreement

These Terms, together with the applicable estimate, invoice, work authorization, membership agreement, and any other written terms specifically incorporated into the transaction, constitute the agreement concerning the applicable EJ’s service.

Specific written terms appearing on an estimate, invoice, or membership agreement control over conflicting general provisions of these Terms with respect to that particular transaction.

43.Contact Information

EJ’s Appliance Repair LLC
Website: EJsAppliances.com

Customers may contact EJ’s using the contact information provided on their estimate, invoice, appointment confirmation, or the EJ’s website regarding service questions, warranty concerns, cancellations, or membership matters.