• Appointment is confirmed based on your preferred time.

• All key info is collected: Name, Address, Phone, Email, and other contact methods.

• Membership and its benefits are explained.

• New system quote appointments are free; service appointments are $79 (waived with repair).

• Reps follow helpful scripts to guide the call without sounding robotic.

• We aim to provide a smooth, friendly experience every time!

• Appointment follows our Trust 1 Customer Service Process

• Takes 60–90 minutes

• Tech will measure your home for proper equipment sizing

• Discuss hot/cold spots & concerns with your current system

• Review financing, rebates, and current Trust 1 specials

• Complete the Pre-Install form during the visit

• Comfort Advisor/Tech calls Dispatcher while in-home to set a mutually convenient install date

• Dispatcher reviews info from Step 2 before confirming install

• Once confirmed, Dispatcher notifies Install Manager (chat or call if install is next day)

• Notifies Mass Save team of any rebates, heat loans, or required paperwork via ServiceTitan or other channels

• Install Manager verifies Pre-Install form details & checks with the salesperson if needed

• Confirms equipment sizing, pricing, and orders materials based on the sold estimate

• Generates P.O. and attaches invoice for accounting/job costing

• Subcontractors are scheduled and confirmed

• Warehouse Manager assembles the install kit

• Confirms all equipment/materials match the quote

• Equipment is staged or delivered to home

• Install folder is prepped and shared in Google Chat night before

• Morning of install: team loads materials with Warehouse Manager, including restocks

• Install Manager reviews job, answers questions, and ensures team has all tools/supplies

• If install is next day, all steps must be completed beforehand

• Install Manager checks in with teams between 9–10 AM to confirm equipment, materials, and scope of work

• If extra materials are needed, use P.O. process or have warehouse drop-off as needed

• Make site visit or call homeowner if needed

• Midday check-in to monitor progress and address any issues

• For multi-day jobs, order needed items and coordinate with warehouse manager

• Perfect Install form (with stickers) must be completed to finalize the job

Immediately After Install:

• Yard sign placed at the home

• Trust 1 Welcome Package sent, includes:

  • Membership info & importance of annual maintenance

  • Thank you note & user guide

  • Equipment overview (furnace, ductless, boiler, etc.)

  • Filter change/cleaning videos (furnace & mini split)

  • System operation guides/files

• Follow-up call within 24 hrs from Install Manager or Customer Service

  • Confirm satisfaction & resolve any issues

  • Collect utility bills for rebate processing

  • Call is recorded; notes, pics, and bills uploaded to system

  • Ask for a positive review

• Install Manager alerts Rebate Processing Team

Within 1 Week:

• Rebate team processes rebates

• Confirmation email sent with Mass Save reference #

• Rebate amounts shared in estimate or before install for transparency

• A thank-you gift is sent automatically

• Follow-up call made after 1 month to ensure satisfaction

• Referral link sent (Refer-a-Friend form) — earn a $50 gift card for each referral

• Customer Service Reps log callbacks in a tracking sheet

• Managers review to determine if issue is install- or defect-related

• Install Manager creates training or brings in experts based on trends

• If defect-related, discuss product changes to prevent future issues