We are in unprecedented times here in our great nation, state and town. Mills has been serving our community for over 36 years and we are ready to continue to serve the needs of our customers and team members all while doing our best in protecting the community at large.
Safety is one of our core values and is a high priority at Mills every day.
Team Mills provides a vital role in maintaining the health and safety of our community. Therefore, we will remain open during this time of social distancing.
If your A/C or heating equipment is broken, we will be there to fix it. I want to share our plan to address concerns and answer questions that you may be asking. Below is our process moving forward until further notice.
If you need service please call our service line 434-993-2804 for service any hour. We have local staff handling the phones from 7:30 am to 4:30 pm and we have an afterhour’s answering service so that you are always speaking with someone who will take care of your needs. We will be following cleaning protocol recommended by the CDC and State agencies. Any team member that have a fever, are showing signs of symptoms of this virus or have been known to be exposed to an illness will be asked to stay at home.
Service call precautions
We are open and running calls to homes, we want to be there in case of emergencies and make sure we keep our customers safe and comfortable at home. We also need to take caution to protect our team members to make sure they stay healthy as well. When you call in, our office staff will be asking if anyone in the home has a fever, been diagnosed or had exposure to the COVID-19 virus. We need to know so that we can be proactive with our teams’ response and level of protection. We will have some team members who do not want to be exposed to a high risk customer and we will respect those wishes. We will also have team members who are willing to work in that environment so that we can respond to those in most need.
In most cases we can troubleshoot equipment from outside, in a crawl space, or in attics and basements with minimal face to face contact. We will be following protocols to maintain a safe work environment by wearing gloves, wearing masks (if needed) and disinfecting work areas in the home and in our trucks after each call. You may be asked to communicate with a technician by video via Face Time or Duo and we may ask that you help control the thermostat while we are stationed at the equipment. We ask that you work with us so that we may provide the services needed.
We will be running maintenance calls during this time. If you are scheduled already, we plan to come but you are welcome to call and reschedule at any time. We will call before coming and go over any precautions that we may need to discuss. As mentioned above, we can often work on equipment with minimal face to face contact. Filters inside the home will need to be changed and we intend to do so, just so that you are aware.
System maintenance is still very important and does not need to be put off too long or ignored all together.
Obtaining Signatures For Work
Our normal process is for repair work to be approved via signature before beginning work. In order to reduce exposure we are disinfecting our tablets after each and every call. So you may be asked to sign a phone or tablet during this time or opt out. For equipment sales, we have the option of electronic signature approval via email and we will require signatures for replacement equipment.
During this time we recommend that all payments be made via electronic Debit/Credit Card, financing or check (if no other option). If you do not want to give this information to a technician, you may call it into the office to be submitted.
Measures We Are Taking For Our Team To Be Aware Of
Some of our team members will be working remotely from home and therefore our internal communication may not be as smooth as we would like. Please be patient with our team so that we may take the best care of you and all our customers. We intend to limit our time in groups as we have canceled all group meetings/ trainings until further notice. Technicians already work in isolation for most of the day and are not exposed to large groups during work hours. We will be limiting face to face interactions between our office team members and field members.
Updates from Mills
We will implement this plan in two week increments or until the situation changes. We will send out communications through email and social media as this plan changes. We greatly appreciate our customers and team members here at Mills Heating and Air. We understand the value of trying to reduce the spread of this virus. We are confident that we will be able to handle this situation and take care of our customers as we have always done.