Quality Assurance Policy

GENERAL

We ensure products or services are always performed at the level and timeliness expected by our customers by making every job a part of our quality assurance process.

Our quality assurance system is built right into our job processing system and provides a quick and easy way for customers to indicate if contractor performance is sub-par or otherwise problematic.

We reserve the right to update this Quality Assurance Policy at any time.

KEY PRECEPTS

  1. If a customer is unsatisfied with the completion of a job, we assume that the customer is always right.

    • Customers are responsible to notify us of service problems through our quality assurance system in a timely manner to ensure a timely response from contractors.
       

  2. Contractors are responsible to remediate any concerns or we will find other contractors to perform the task.

    • Contractors have 24 hours to remediate any customer concerns. If they fail to do so they forfeit their fee, and we will give another contractor 24 hours to remediate the job for the customer in return for the full contractor fee.
       

  3. If a customer remains unsatisfied, we will completely refund their money consistent with our Three Flag Rule.

ONE FLAG RULE

A customer may only get one (1) complete refunds for unsatisfactory tasks for every one hundred (100) jobs or products they purchase through Xtreme Ice Control.

  •     Problematic jobs beyond this limit will be settled on a case-by-case basis.
  •     We reserve the right to terminate customers who game our quality assurance system.

TWO BUSINESS-DAY RULE

The key element of our Quality Assurance process is our Two Business-Day Rule

  • Customers have two (2) business days following the day a job is performed or delivery of product to notify us that it is unsatisfactory.

  • For example, if a product was delivered on a Monday, the customer has until Close of Business (COB) Wednesday (5pm Eastern Standard Time) to indicate dissatisfaction.

PROCESS

When a scheduled product or delivery is completed, the contractor sends a picture (or pictures) of the work performed to our dispatch center through our quality assurance system -- this is required to complete every job.  The customer will receive an email message stated that their job is complete or officially notifies the customer that a product delivery or services has been performed.

  •     Contractors take pictures of the work with their smartphones and upload them to a Xtreme Ice Control smart phone application on the phone or upload to our service provider portal.
  •     Customers receive an e-mail notification from Xtreme Ice Control and the Two-Business Day clock starts.
  •     The e-mail has an embedded button allowing the customer to notify us of any issue

The customer has two (2) business days to reject the product or service performed.

  •     If the customer has not responded after COB on the second business day after the product or service has been completed, we automatically deem the job has been accepted.
  •     The contractor will receive full payment of their fee within for all work of that week the following Tuesday via ACH transfer.

If a customer rejects the work performed within the allotted time, the contractor has 24 hours starting from the moment of rejection to remediate the customer’s concerns.

  •     Customers can choose from a short list of reasons why they reject performance on a given job or write a 200 character description of why the work is unsatisfactory (or both).
  •     Xtreme Ice Control immediately sends an e-mail notification to the contractor with the given reasons for why the work was rejected.
  •     At the same time, a log is generated for the rejection and a Xtreme Ice Control customer service rep is assigned to monitor the case; the rep may contact both customer and contractor as appropriate.
  •     When the contractor has performed its remediation, it sends a remediation notification to the customer.
  •     This follows the same format as the initial Task completion notification complete with pictures, but also includes a 200-character description provided by the contractor explaining what has been done to remediate the Task.

ONE BUSINESS-DAY RULE

A customer has one (1) business day following notification of remediation from the contractor to accept or reject the job -- this is known as the One Business-Day Rule.

  •     The logistics of acceptance and rejection are the same as for the Two Business-Day rule.
  •     If the customer has not responded by the COB on the first business day after the remediation has been completed, we automatically assume the Task is accepted.
  •     The contractor will receive full payment of their fee the following Tuesday via ACH transfer.

If a customer rejects the remediated work within the allotted time, Xtreme Ice Control will give another contractor 24 hours to remediate the Task -- this is known as pinch remediation.

  •     Customers must write a clear and detailed description of why the work is unsatisfactory.
  •     Xtreme Ice Control immediately sends an e-mail notification to the contractor with the given reasons for why the work was rejected.
  •     The contractor forfeits their fee for the Task.
  •     Xtreme Ice Control identifies another contractor to perform the remediation.
  •     Additionally the Xtreme Ice Control customer service rep calls the customer to make sure that all concerns are understood.
  •     When the new contractor has performed its remediation, it sends a remediation notification to the customer.
  •     This follows the same format as the initial job remediation notification.

THE PINCH REMEDIATION RULE

A customer has one (1) business day following notification of pinch remediation from the new contractor to accept or reject the job.

  •     If the customer has not responded by the COB on the first business day after the remediation has been completed, we automatically assume the job is accepted.
  •     The new contractor will receive full payment of the original fee at COB of the following Tuesday via ACH transfer.

If a customer rejects the pinch remediated work within the allotted time, Xtreme Ice Control refunds the customer their original payment consistent with our One Flag Rule.

  •     The customer is informed by customer service rep by call and/or and automatically generated e-mail that they have been refunded.
  •     Customer Service rep  and e-mail both explain the One Flag Rule in detail.

THE RESCHEDULE RULE

Timeliness of service is just as important to customers as quality of service -- Contractors must give notification at least twenty-four (24) hours prior to a scheduled job or product delivery in order to reschedule.

  •     There is no penalty to the contractor for rescheduling the Task one time.
  •     If a contractor is unable to perform the Task at the rescheduled time, the Task is given to another contractor.
  •     The system also generates an automatic notification to the customer that the contractor has been changed.
  •     The new contractor has one (1) business day to perform the Task - all other processes are the same.

THE DELAY RULE

Sometimes a scheduled Task may not be performed at the time and day expected.

  • If there is no input from the contractor as to why the job was not performed the system automatically assigns a new contractor to the job.

  • The system also generates an automatic notification to the customer that the contractor has been changed.

  • The new contractor has one (1) business day to perform the job - all other processes are the same.

THE BLACK SWAN RULE

If a contractor is unable to perform a task due to black swan events (e.g. a regional ice storm, a flood, an earthquake, or some other unusual event) the Task will be considered justifiably delayed.

  •     The contractor provides a detailed description of the cause of the delay via our online service provider portal.
  •     The customer is informed by e-mail that the Task has been rescheduled and the reason given.
  •     At the same time, a log is generated for the delay and a Xtreme Ice Control Customer Service Rep is assigned to monitor the case; the rep may contact both customer and contractor as appropriate.
  •     If it proves impossible to reschedule a Task within one week of its original time the job is automatically canceled.
  •     The customer’s payment is refunded.
  •     This refund does not count against the One-Flag rule.


Firewood

Our firewood is made up of mixed hardwoods.  Occasionally some softwoods get mixed in but does not deem your ability to return your firewood.  Our wood is mixed in size and shape.  While we strive to keep our firewood clean we can not guarantee that every single piece of wood will be free of debris or dirt. Our goal is to provide you what you purchase from us but due to firewoods different sizes it sometimes will appear that you have been shorted but we are able given a difference of 10% in amounts of delivered amount. We load based upon loose firewood which equates to 190 cubic feet per cord.
 

Firewood Stacking

Stacking will be done within 100 ft from area that our delivery truck is able to park on your paved surface.  It is assumed that the stacking area will be free of stairs, steps, grades, rocks and debris.  Stacking will be done on a level surface at ground level.  We reserve the right to cancel the stacking portion of your delivery if conditions fall within one of the above conditions.  At that time wood will only be delivered and you will be refunded the difference of stacking portion of your bill.  Delivery of wood can not be canceled because of our inability to stacked based upon the above conditions.

Material Calculator

The Xtreme Ice Control Product Calculator is designed to calculate estimated product quantities and costs based on the information you submit.

The logic for each calculation may differ according to each product.  Calculations are based upon certain factors, assumptions, and historical information we consider appropriate; however, Xtreme Ice Control shall have no liability or any responsibility whatsoever, for the correctness, product suitability, quality, accuracy, pricing, or reliability of the data or calculations provided.

The Xtreme Ice Control Product Calculator has been developed to assist users in determining the quantity and estimated cost for material we offer.  It is provided free of charge to our users.

Refunds

If client chooses to change product type or service the refund will be based upon the price that is current on that day the change was requested.

 

Product Availability/Appearance

Product prices and availability are subject to change without notice. Products may appear differently than what appears on our website when they are delivered or installed.