Google Rating
Based on 114 reviews

Terms and Conditions

Cates Care Terms and Conditions


Cates Heating and Cooling now offers the Cates Care home warranty to our loyal customers. Cates Care covers regular maintenance services for heating and cooling systems, electric, and plumbing from a highly-trained plumber, electrician, or HVAC technician from Cates. Additional fees per month may apply. Contact us for more information regarding Cates Care.

Limitation of Coverage

  • Coverage begins 30 days from contract start date and/or following 1 of 2 HVAC maintenance check-ups.
  • Plan applies to single-family homes, townhomes, condos, and multi-family dwellings.  Does not include additional detached structures.
  • Known preexisting condition or damaged property.
  • Coverage due to damaged property are not included in the agreement coverage.
  • Maximum liability under this warranty is $2,000.00 per trade.
  • Coverage for R-22 refrigerant will be limited to a $500 maximum and will not be covered after its phase-out in 2020.
  • Systems repairs, zone, or code violations.
  • A malfunction due to missing or mismatched components
  • A malfunction due to lack of capacity
  • Damage caused by pets or pests
  • Improper installation
  • Modification of a covered item.
  • Repair or replacement of manufacturer’s recalled items
  • Heating or cooling systems over 30 years of age
  • Cosmetic effects not affecting working condition of unit
  • Solar or wind systems
  • Back-up generators
  • Outside geothermal loops, wells, and pumps
  • Expense of access: wallpaper repairs, paint, concrete, sheet rock, ceramic tiles, tub enclosures, and bathtubs
  • Necessary landscape repairs
  • Removal of asbestos
  • Mold, fungus, lead paint, odors, and noises
  • Matching paint or existing stain on floors or woodwork
  • If fixtures (plumbing) need to be replaced, they shall be replaced with builder standard products.
  • If parts are no longer available, the customer will be offered the parts charges to apply against replacement offer.
  • Act of God, power failures, power surges, or weather events
  • Cates Service Company is not liable for personal injuries, property damage due to delay or failure to provide service due to lack of parts availability or availability of labor.
  • Wi-Fi, internet, or cable-related features shall be covered by failures
  • Service Time (non-emergency): 24 hours from notification during normal business hours (7am to 6pm)
  • Emergency response will be 24 hours from original notification. An emergency is a covered item that may cause property damage or personal injury to the agreement holder.
  • Pricing/Service Fees:
    • $70.00 fee for each trade service call.
    • Items repaired must be under a current paid contract and included within the scope of the contract.
    • Each trade (HVAC, Plumbing, Electrical) is a separate trade call.
      • Different mechanical systems require a separate fee
        • Repairs will be guaranteed for 30 days with a $25.00 fee for returned payment
    • Payment will be made through debit, credit, or ACH.
    • Failure to make payment on time will results in cancellation of agreement.
    • For service plans referred to collection, customer agrees to pay all expenses, attorney fees and interest.
    • Services include agree-to term of agreement for existing covered items.
  • Preventative Maintenance: Included in one preventative maintenance per year for furnace and A/C system. Both maintenances will be performed at one time. No service charge for planned maintenance.
  • Discounts on non-covered repairs: All services for non-covered labor and repair will be discounted by 15%.
  • Access:  On covered repairs, access will by provided through unobstructed walls, ceilings, and floors.  Repairs to access is not covered by this agreement.
  • Limits of Liability:
    • Maximum coverage under this agreement is $2,000.00 per trade call.
    • R-22 (Freon) will be covered up to $500.00 until January 2020.  After this date, it will not be covered due to availability.
    • Obligation is to listed contract owner and address and is limited to the terms of this brochure.
    • Cates Service Company will not be liable for damage from drains or condensation leaks.
  • Termination: Cates Service Company may terminate this plan without notice for:
    • Failure to pay service fees.
    • Fraud or misrepresentation by you of any fact relating to heating, cooling, plumbing or electrical.
  • Unsafe Conditions:  Unsafe conditions or code violations must be corrected within 30 days of written notice.
  • Renewals & Modifications:  Customer will receive 30-day written notice of any modifications to plan as well as renewal notice and coverage changes.
  • Arbitration:  All disputes or claims arising out of this agreement between the parties will be settled as follows:
    • Each party waives its right to a jury trial and the right to participate in any class action, private attorney general action, or other representative or consolidated action, including any class arbitration or consolidated arbitration proceeding.
    • All disputes must be submitted to either party in a written complaint signed by waiving party.
    • The laws of the state in which the covered property is located will govern the interpretation of this warranty and all other claims.
    • Service plan signed agreement (brochure) contains all details of coverage of the agreement.  If supersedes any oral or written agreement.


Trade Call Service Fees

  • $70.00 per trade call
  • $0.00 planned maintenance


Limitations of Warranty

  • Drain and sewer stoppages are limited to property line not to exceed 100 feet.  Maximum liability under this agreement is $2,000.00 per trade call.
  • Broken or cracked sewer lines.
  • Blue polybutylene piping will have a $500.00 maximum repair.
  • R-22 refrigerant:  Up to $500.00 maximum for one year.
    • In 2020, R-22 refrigerant, because of discontinuation, will not be covered in our agreement.
  • No pool or spa coverage.
  • Galvanized piping repairs not included.
  • Not responsible for:
    • Damage from frozen pipes;
    • Drains;
    • And condensation leaks.
  • Agreement does not include or cover repairs for:
    • Improper installations;
    • Code violations;
    • Design or sizing of existing mechanical system;
    • Air flow issues;
    • Failures due to inadequate maintenance;
    • Any and all pre-existing conditions;
    • And compressors, heat exchanges, and coils that exceed 30 years of age will not be covered.
  • Equipment replacement or repair is based on builder standard, base make and models.
  • For replacement of components no longer available through standard purchasing channels, a credit amount will be offered based on repair and parts cost.
  • Flue inspections are limited from the appliance to the ceiling or wall penetration.
  • Brick or clay tile flue are to be considered an existing condition.
  • To gain access for necessary repairs, the expense will be that of the homeowner, inclusive of:
    • Cosmetic damage;
    • Wallpaper;
    • Tiles;
    • Paint repairs;
    • Toilets;
    • Shower enclosures;
    • Paving;
    • Landscaping;
    • And any and all damage incurred for access.

Covered HVAC

  • Forced air gas or electric furnaces
  • Heat pumps
  • Air conditioner
  • Plenums
  • Compressor
  • Coils
  • Humidifier
  • Thermostat
  • Heat exchanger
  • Refrigerant
  • Two seasonal tune-ups (one heating one cooling)

Non-Covered HVAC Items

  • Code violations
  • Improperly sized equipment
  • Improperly installed equipment
  • Alternative refrigerant
  • Gravity or oil furnaces
  • Window units
  • Asbestos removal
  • Zone controls
  • Gas air conditioners
  • Ground source underground piping
  • Cost of a crane
  • In-floor heat system
  • Duct cleaning
  • Secondary drain pans
  • Damage caused by failure

Electrical Coverage

  • Home electrical panel
  • Sub panel
  • Fuses and circuit breakers
  • Outlets
  • Wiring (high voltage)
  • GFI circuits
  • Attic fan
  • Exhaust fans
  • Ceiling fans
  • Doorbells (excluding security systems)
  • Light sockets
  • Junction box
  • 15% discount on non-covered repair

Electrical Exclusions

  • Garage door opener
  • Light fixtures
  • Electrical service upgrades
  • Security and fire alarm systems
  • Generator
  • Intercoms
  • Radon systems
  • Remote controls
  • Low voltage
  • Inadequate capacity
  • Power surges
  • Aluminum wiring
  • Knob and tube wiring

Covered Plumbing

  • Water, drain, waster or vent line breaks or leaks
  • Gas lines within foundation
  • Toilets and related mechanisms
  • Faucets
  • Shower heads and shower arms
  • Tub and shower valves and diverters
  • Hose bibbs
  • Basket strainers
  • Permanently installed sump pumps (ground water only)
  • Built-in whirlpool bathtub (motor and pump only)
  • Pressure regulators
  • Drain stoppages
  • Main line cleaning through accessible clean out up to 100 feet from foundation
  • Fireplace gas shut-off valve
  • Washing machine box
  • Water heater (up to 50 gallons)

Non-Covered Plumbing Items

  • Code violations
  • Stoppages related to collapsed or broken lines
  • Bathtubs
  • Sinks
  • Shower bases, pans, or enclosures
  • Toilet lids and seats
  • Whirlpool tub jets
  • Grouting or caulking
  • Frozen pipes
  • In-floor heat
  • Damage caused by any system failure
  • Damage caused to gain access or repair
  • Cosmetic defects
  • Holding and storage tanks
"Amazing service and super techs. They beat the competition prices with same or better products."
- Jennifer H.

Schedule Your Service Today

Our expert technicians service any brand. Schedule your service, installation, or repair today.