FREQUENTLY ASKED QUESTIONS

Where are you located?

We are based in Gualala, where Brent has lived and worked since 1977.

Do you have an office?

We do, but it is not open to the public, and our office staff is primarily remote.

How do I contact you without submitting a service request?

Please email us at customerservice@brentklopfer.com. Voice messages will be answered as we are able, however email is by far the most reliable way to get a quick response.

Do you charge for travel time?

For standard service calls, we charge for travel one-way from our previous appointment location within our service area. After-hours calls are billed roundtrip from the responding technician's home.

Do you work outside your service area?

Yes, but we charge for roundtrip travel. Please visit this page for full details.

What is your hourly rate?

$130, with a one-hour minimum. In cases requiring multiple trips, time accrues without a service call fee. Same-day and after-hours calls are billed at time-and-a-half ($195 per hour with a one-hour minimum). Same-day cancellations and no-show appointments are billed as standard service calls. Two-person service calls (stacked units, oversize appliances, et cetera) are billed at $200 per hour.

What do you charge for parts?

We charge MSRP for all parts which we are able to source wholesale. For those which we procure in other ways, we charge 20% markup, as is local industry standard. We warranty all parts which we supply, as well as affiliated labour costs, for one year from installation. Please see our Warranties section for more details.

Do you have a low-income rate?

Yes. We offer sliding-scale pricing and payment plans for qualifying households. Please enquire for full details.

Can I have a weekend appointment?

No. Appointments are available Monday through Friday. Same-day appointments are available on a case-by-case basis for a surcharge (see above).

Why was my spa appointment cancelled?

Due to an increased risk of electrocution and concern for our employees' well-being and warmth, we do not service spas (or any other outdoor appliance) in wet weather. We will reach out to reschedule.

I'm cold! Can you fix my furnace today?

We make every effort to stock universal and frequently-used parts for furnaces so that we can get you up and running in one visit. However, we are a small company with limited inventory and we service dozens of brands/models of furnaces, most of which require bespoke or non-standard parts. In these cases, we are unable to restore functionality same-day, and must wait for parts to arrive. We recommend keeping space heaters on hand for interim use.

Are you licensed?

We are fully licensed, bonded, and insured.

Do you sell appliances?

We do not sell appliances, but we do install them. We recommend purchasing from Canclini (Fort Bragg) Jr's Home & Auto (Gualala) or Pardini (Ukiah).

Do you sell spas?

We do not sell spas per se, though we are happy to handle all aspects of permitting, purchasing, delivery, and installation.

Is your work warrantied?

We warranty parts + labour for one year from date of installation. We do not warranty owner-provided parts or appliances. Please see our Warranties section under Appliances for further details.

Do you work with home warranty companies?

No. We do not perform work for home warranty companies (American Home Shield, Old Republic, et cetera).

Do you have fair labour practices?

We pay our employees a competitive living wage, implement cost-of-living adjustments, and offer unlimited time off and personal days.