Customer Support

SCHEDULING & BILLING POLICIES
Scheduling Policies:

We cannot take set appointments; numerous times during the spring and fall season we have to change our schedule the morning of service due to wind, equipment issues, etc.

We need to be contacted by phone, email, or our online request form to provide service.

If we do not confirm your request within 24 hours we have not received it. Please check in as soon as possible to let us know of your request. Emails get lost, phone lines don’t record, human error, etc.

Late Ice Out- scheduling will be adjusted to accommodate as many requests as possible; please prepare that some may not be fulfilled. Flexibility is greatly appreciated in this situation.

Spring Installation Billing Policies:

Installation Season- Ice out- June 15th
Requests called in or emailed after May 31st will be assessed a 25% surcharge on services; by this date we are trying to finalize the schedule for the remaining install season and late requests present challenges in doing this efficiently.
Requests received after we are finished on a lake fall under the 50% surcharge policy below. We always attempt to contact our customers we have not heard from prior to the last/only trip to lake.

Any installation service provided after June 15th will have a 50% surcharge on services. Contacting us after May 31st presents efficiency issues with our scheduling.

Service Calls during installation season are $200; Regular service call is $100. Please plan ahead and schedule any equipment repair or maintenance prior to ice out in the spring.

Fall Removal Billing Policies:

Removal Season- August 15th-October 31st
Requests called in or emailed after October 15th will be assessed a 25% surcharge on services; by this date we are trying to finalize the schedule for the remaining 2 weeks and late requests present challenges in doing this efficiently.

Requests received after we are finished on a lake fall under the 50% surcharge policy below. We always attempt to contact our customers we have not heard from prior to the last/only trip to lake.

Any removal service provided after October 31st will have a 50% surcharge on services. Contacting us after October 15th risks having your removal done in November due to a full schedule.

CANOPY POLICIES & INFORMATION

CANOPY INSTALLATION & REMOVAL: Special trips (any trip not at the time of dock/lift service) to install or remove a canopy are $75. At the time of regular service, $50 (for vinyl less than or equal to 26′).

WET CANOPIES: Every fall we run into several rainy days and mornings with condensation, resulting in wet canopies. If we are scheduled remove and leave your canopy but it is wet at removal, it will automatically be brought back to be cleaned and then stored ($95 for canopy up to 26′ or $125 for larger than 26′).

WIND & WEATHER: Timber Creek is never responsible for damage to equipment caused by weather or wind.

CLEANING: Due to the varying age and quality of canopy vinyl we do not guarantee vinyl wearing through or getting holes during the cleaning process.