Search
Home
About Us
Customers
Partners
Help
Contact
Verify Coverage
Close Menu
Protection Plus Home  »  Support  »  Frequently Asked Questions Thursday, July 02, 2009

Frequently Asked Questions

Customer FAQ's

Partner FAQ's

Why Buy Protection Plus Extended Service Agreement?

Even the highest quality equipment may experience mechanical or electrical failures. Even a minor repair could cost more than the price of an entire Extended Service Agreement.

Hedge Against Inflation: Today's service calls that result in repair bills may be expensive. Each year parts and labor costs continue to rise. At today's prices, one service call to replace a minor part can easily cost $100.00 or more. Imagine what these costs will be in the next 10 years. With Protection Plus you will know your cost for total Peace of Mind, up to 10 years in advance.

Peace of Mind: When you purchase Protection Plus, you don't have to worry about failures. Unplanned repair bills will be a thing of the past. For the term of your agreement, Protection Plus pays the bills for covered repairs.

Assurance of Commitment: Your equipment will be serviced and repaired by authorized manufacturer independent servicing dealers.

The Protection Plus ESA provides certain additional benefits during the term of the limited warranty, and then continues to provide you the benefits listed in the ESA after the manufacturer's limited warranty expires. Protection Plus adds benefits to the Limited Warranty on your Rheem, Ruud or WeatherKing equipment for up to ten (10) years after the installation date, depending on the type of ESA you purchase.

Back to Top

What do the Protection Plus Extended Service Agreements cost?

To be fair to our dealers we are unable to supply retail pricing for the Protection Plus Extended Service Agreement(s). This is a negotiable price between you and the selling dealer.

Back to Top

Can I buy Protection Plus Extended Service Agreements direct?

No, Protection Plus Extended Service Agreements can ONLY be bought from a Rheem, Ruud or WeatherKing authorized dealer participating in the Protection Plus Program.

Back to Top

Does this cover maintenance?

Protection Plus Extended Service Agreements DO NOT cover routine factory required maintenance. Under Protection Plus, standard product maintenance is a requirement to keep the agreement in force. The customer must have the equipment serviced as recommended by the manufacturer. The customer must keep maintenance records validated by the servicing facility, or keep receipts and work orders showing dates and service performed. If the customer performs the maintenance, they must keep receipts sufficient to document performance. A product failure caused by the lack of basic maintenance (changing filters, lubrication, check freon, etc.) is not covered under the terms of the agreement. By packaging the two products together (Extended Service Agreement and maintenance), all maintenance requirements are fulfilled and the customer need never worry about problems arising or the expense of rectifying them.

We strongly recommend that you make use of maintenance. Nothing could be better for your new system than having it cleaned and tuned-up before each heating and cooling season.

Preventative maintenance is to your heating/cooling system what oil changes are to your car. Not only will it help your system run better and last longer, but you could also void your extended service agreement if the system is not maintained properly. A lot of companies offer prepaid maintenance plans that cost less than what you would spend for individual tune-ups. Look for someone that has a good program. It's usually well worth the investment!!

Back to Top

Are there time restrictions on when a homeowner has to buy a Protection Plus Extended Service Agreement?

New Equipment:

  • Applies only to equipment that has been installed less than one (1) year.
  • Option to purchase coverage in two (2), five (5) or ten (10) year increments to cover parts only, labor only, or parts and labor for the duration of the agreement.
  • Protection Plus covers residential and light commercial units, 1-25 tons.
  • Fully transferable to the new owner if property is sold.
  • Certain restrictions apply.

Older Equipment:

  • Applies only to equipment that has been installed over one (1) year, less than two (2) year. Note: Equipment installed over one (1) year, less than two (2) year "option" is NOT available in Canada or on Commercial Equipment. Distributors and Dealers see the Protection Plus Program Guide for details and limitations.
  • Option to purchase coverage in two (2), five (5) or ten (10) year increments to cover parts only, labor only, or parts and labor for the duration of the agreement.
  • Requires an authorized manufacturer dealer's inspection prior to coverage.
  • Requires a 30-day waiting period before it becomes effective.
  • Fully transferable to the new owner if property is sold.
  • Certain restrictions apply.

Back to Top

What is Covered?

As a rule of thumb... any failure of an internal component is covered, unless it fails due to neglect, failure of the equipment owner to perform preventive maintenance, or an act of God. All applicable equipment must be installed at the same time and listed on the application in order to be covered. See Exclusions too.

Back to Top

What is Excluded?

Protection Plus excludes and does not cover: Failure to follow the instructions described in the product's owner's manual for manufacturer's recommended maintenance procedures; tune-ups; operate; maintain; clean; routine repairs to correct normal gradual reduction of operating performance; cosmetic defects or damage.

  • Damages caused by brownouts, blackouts, environmental conditions, rust, corrosion, water, freezing, fire, flood, lightning, windstorm, sand, dirt, hail, earthquake, mud slides and volcanic eruption; or other natural acts; consequential damages resulting from loss of power, light, heat or refrigeration.
  • Damages caused by negligence, misuse or abuse whether willful or accidental; civil disorders; riots; nuclear accidents; accidental physical damage by an external cause; malicious mischief; theft or vandalism.
  • Failure, inoperability, or disruption of product functions due to manufacturer's recall due to error in formula and/or design.
  • Failures due to incorrect coolants used outside of the manufacturer's recommendations. Changeover of Chlorofluorocarbons (CFC) to non-CFC coolants due to governmental regulation.
  • Repair or replacement due to failure to properly install the covered product in accordance with local codes and/or from use in any combinations not approved in the manufacturer's specifications, or from unauthorized modifications or alterations.
  • Charges associated with repairs that are covered under the original equipment manufacturer's warranty and/or covered under a homeowner or fire insurance policy.
  • Consumable Items including but not limited to torch, solder, carbon dioxide, process fluids, lubricants, glycol, additives, filters, media filters, humidifier filters, evaporator pads, batteries, external hoses, external wiring, accessories or attachments not approved by Us.
  • Recharging of refrigerant unless caused by the failure of a covered part; refrigerant recovery or reclaiming equipment rental or usage fees, leak detectors or temporary services; routine maintenance including but not limited to "topping off" Freon or replacing oil nozzles.
  • Diagnostic assessments, two men on a job, overtime, holiday rates or charges, excess mileage charges, incurred, when the covered product is located more than thirty (30) miles from the nearest authorized servicer as well as equipment rental cost for gaining access to or the removal of equipment that require special equipment or tools such as but not limited to: rigging and/or cranes, ladder trucks, scaffolding.
  • Repairs to equipment installed in establishments with corrosive atmospheres, including but not limited to, dry cleaners, beauty shops and paint facilities.
  • Service calls when no repairs are made, including resetting of tripped Safety Devices, Fuses and/or Circuit Breakers (internal or external).
  • Miscellaneous items such as but not limited to: registers, grills, key valves, duct work, plumbing, venting, belts or dampers.
  • Conditions that existed prior to your purchase and installation of the covered product or the ESA.
  • Repair or replacement of thermostats (excluding 90 Plus Modulating Gas Furnace with Programmable Thermostat Part #:41-2431204) as part of the covered piece of equipment listed and subject to the product coverage.
  • Any work performed by any servicer not approved by Us.

Back to Top

Why Should I Have My Equipment Serviced?

Annual servicing includes cleaning the system, checking for any problems or potential problems and adjusting for Peak efficiency. The benefits include:

  • Increased dependability.
  • Find potential problems and fix them quickly.
  • Provide maximum efficiency which lowers energy costs.
  • Prolongs the life-span of the equipment.
  • Maintains safe and healthy operation.
  • Can help to protect the environment.
  • Drastically reduces the chance of a break-down which usually happens at night or on weekends when repair rates are higher.

Back to Top

What should I look for when I have maintenance done to my unit?

An air conditioning checkup should involve the following:

  • Condenser Inspection
  • Pressure check;
  • Visual inspection of wiring for loose or corroded connections;
  • Visual inspection for presence of oil, which may indicate the need for repairs;
  • Oil motor bearings;
  • Tightening all hardware;
  • Electric current draw; excessive amperage is damaging to the compressor;
  • Air Handler/Evaporator;
  • Visual inspection of condenser coils for damage and restrictions;
  • Air Handler/Evaporator;
  • Visual inspection of wiring for loose or corroded connections; minor repairs made if necessary;
  • Oil motor bearings;
  • Clean or replace filter;
  • Tightening all hardware;
  • Inspection of condensation drain, pan, pump, auxiliary pan; cleaning the drain system if necessary;
  • Clean and check for evaporator coils for damage;
  • Duct System.

If your furnace runs on oil or gas, the HVAC Service Provider should:

  • Clean the furnace and flue outlets;
  • Check the belt for tension and wear;
  • Oil the motor and fan bearings if they're not sealed;
  • Change or clean the filters;
  • Check combustion and safety devices;
  • Inspect the heat exchanger;
  • Inspection of venting ducts.

The entire duct system should be checked at least once a year for leaks and damage. Also consider having the ducts cleaned. Consult our Air Duct Cleaning Service Guide for details.

An oil-burning furnace also should include inspection of:

  • Air inlets;
  • Controls;
  • Gas lines, fittings, and valves;
  • Air pumps, fans, and blowers;
  • Pilot safety valve.

Electric heating units require little maintenance; follow the manufacturer's recommendations. A heat pump needs only a yearly service for belt and filter inspection and replacement if necessary. Moving parts should be oiled and wiring should be inspected.

Back to Top

Can I renew my Protection Plus Extended Service Plan?

Yes, Protection Plus offers renewals a month before the expiration date of the contract through the mail. Renewals are at the sole option of the Protection Plus Extended Service Agreement Department. If you did not receive a renewal through the mail you can always call Protection Plus at: 1.877-276-4294.

Back to Top

How do I file a claim with Protection Plus?

The following is a checklist of things you can check prior to calling Protection Plus for service. If neither the maintenance tips nor the troubleshooting checklist below corrects the problem, you will need to contact your local installing Dealer or Protection Plus for service.

  • Check to see that electrical disconnect switches are ON.
  • Make sure the thermostat temperature selector is properly set.
  • The thermostat system switch should be in the on position.
  • Replace any blown fuses or reset "tripped" circuit breakers.
  • Make sure unit access panels are in place.
  • Clean or replace air filter.

Still Having Problems? Please call our claims department for assistance at:

  • USA & Canada (non-Quebec) Claims Office: 877-276-4294
  • Quebec, Canada Claims Office: 800-361-7211

Back to Top

Glossary of Terms

  • AFUE - Annual Fuel Utilization Efficiency, a rating of the efficiency of a gas furnace in converting fuel to energy. A rating of 90 means that about 90 percent of the fuel is used to heat, while the remaining 10 percent escapes as exhaust. The federal government's established minimum AFUE rating is 78 percent.
  • BTU - British Thermal Unit, the amount of energy required to raise one pound of water one degree Fahrenheit; the measure of heat given off when fuel is burned for heating or the measure of heat extracted from your home for cooling. The higher the BTU rating, the more heating capacity of the equipment.
  • BTUH - The heat transfer rate of HVAC equipment is measured in British Thermal Units per our.
  • CFM - Cubic feet per minute, a standard measure of airflow.
  • Capacity - Usually referred to in BTU's, the output or producing ability of cooling or heating equipment.
  • Compressor - The part of the outdoor air conditioner or heat pump that pumps refrigerant.
  • Condenser Coil - The outdoor portion of an air conditioning or heat pump system that dissipates heat from the refrigerant.
  • CONTOUR COMFORT CONTROL™ - The brain behind the most advanced furnace technology available today. Used in the Achiever 90 Plus Modulating Gas Furnaces with Contour Comfort Control, this breakthrough technology can keep temperatures throughout your house constant. As constant as one-half of one degree of your thermostat setting. Conventional furnaces turn on and off when temperatures fall or climb to a pre-determined level, delivering warm air (usually much warmer that the air in the house), until the desired temperature is achieved, then turning off. The Achiever 90 Plus Modulating Gas Furnace is different. The fan speed and heat output are automatically and constantly varied. The result is that air flows from the registers at the precise temperature you select, for lower utility bills and greater comfort. You can also use up to six optional remote sensors (mounted in closets or other strategic locations) to help the Contour Comfort Control system analyze temperatures throughout your home. The system then uses this information to direct furnace activity accordingly, effectively eliminating hotspots.
  • COP - The Coefficient of Performance (COP) rates a heat pump's ability to efficiently use electricity in its operation. The Air Conditioning and Refrigeration Institute provides the Coefficient of Performance at 47 degrees Fahrenheit and 17 degrees Fahrenheit. This is because a heat pump is more efficient at higher, outside-air temperatures.
  • dB - The relative loudness of a sound is expressed in dB, short for decibel. As an example, the sound of a human voice talking is around 70 dB. (See also SRN.)
  • DOE - A federal agency, the Department of Energy sets the standards for efficiency throughout the HVAC industry and monitors consumption of energy sources.
  • Downflow - A term used to describe the direction of airflow through a furnace. A downflow furnace takes return air from the top, heats it, and then delivers the warm air from the bottom.
  • Damper - A type of "valve" used in duct work that opens or closes to control airflow. Used in zoning to control the amount of warm or cool air entering certain areas of your home.
  • Ductwork - The pipes or channels through which air is channeled from the furnace or the blower coil throughout your home.
  • EER - Energy Efficiency Ratio. The ratio of the cooling capacity of the air conditioner in BTUs per hour to the total electrical input in watts. This measure is determined by comparing test units to ARI specifications.
  • Electronic Air Cleaner (EAC) - An electronic device that filters out large particles and contaminants in indoor air. It then electronically pulls out tiny particles that have been magnetized, such as viruses and bacteria, drawing them to a collector plate.
  • Evaporator Coil - The indoor part of a heat pump or air conditioning system located in the air handler through which refrigerant evaporates and absorbs heat from air.
  • Fan Coil - An indoor component of a heat pump system, used in place of a furnace, to provide additional heating on cold days when the heat pump does not provide adequate heating.
  • Heat Exchanger - A device in the furnace that transfers heat energy from the source to the surrounding air, which is then pumped throughout the home.
  • HSPF - Heating Seasonal Performance Factor, a rating used in measuring the heating efficiency of a heat pump. The higher the number, the more efficient the unit. The federal government's established minimum HSPF rating for furnaces is 6.8 percent.
  • HVAC - Term used for Heating, Ventilation, and Air Conditioning.
  • Horizontal Flow - A type of furnace, installed on its "side," that draws in air from one side, heats it and sends the warm air out the other side. Most often used for installations in attics or crawl spaces.
  • Humidifier - A piece of equipment that adds water vapor to heated air as it moves out of the furnace. This adds necessary moisture to protect your furnishings and reduce static electricity.
  • Indoor Coils - Split-system home comfort systems use two main components to deliver air for a comfortable living environment. The indoor coil is the device responsible for transferring heat from indoors to the outdoors (or the reverse in the case of a heat pump in heating mode). Most modern systems are designed to achieve maximum efficiency when the indoor unit (coils and blower) is properly matched with the outdoor unit (air conditioner or heat pump). For best results, be sure to replace both the indoor and outdoor units.
  • Kilowatt - A unit used to express 1,000 Watts. Denoted as "kW." Note that the "W" in "kW" is always capitalized because the Watt unit was named after a person.
  • KWH - If a unit uses 1,000 Watts in 1 hour, it is said to have an energy rating of 1kWh.
  • Matched System - A heating and cooling system comprised of products that have been certified to perform at promised comfort and efficiency levels when used together, and used according to design and engineering specifications.
  • Modulating Furnaces - Furnaces are designed to deliver maximum heat for comfort on the coldest of days. In most cases, those days account for fewer than three percent of winter days. The rest of the time, your furnace is providing more heat than necessary. Because conventional furnaces are either providing no heat, or on at full capacity, the temperature in your house goes up and down by several degrees, adversely affecting your comfort and your energy bills. Modulating furnaces solve this problem by varying the amount and temperature of air delivered between different capacities, so that the air flowing out of the registers is always at the temperature you determine. This results in lower operating costs, more comfortable temperatures throughout the house and quieter operation.
  • Operating Cost - The day-to-day cost of running your home comfort equipment, based on energy use.
  • Package Unit - Equipment in which all heating and cooling components are located in one cabinet. Installed either beside or on top of a home or business.
  • Payback Analysis - Overall measure of the efficiency and value of your home comfort system. By combining your purchase price and ongoing operating costs, a payback analysis determines the number of years required before monthly energy savings offset the purchase price.
  • Reclaiming - Returning used refrigerant to the manufacturer for disposal or reuse.
  • Refrigerant - A substance that produces a cooling effect while expanding or vaporizing.
  • Recycling - Removing, cleaning and reusing refrigerant.
  • Scroll Compressor - A specially designed compressor that works in a circular motion vs. an up and down piston action.
  • SEER - Seasonal Energy Efficiency Ratio, a rating that measures the cooling efficiency of a heat pump or air conditioner. The higher the number, the more efficient the unit. The federal government's minimum SEER rating is 10.
  • Split System - A home comfort system that uses an indoor and an outdoor component to deliver comfortable air to a living environment.
  • SRN - The Air Conditioning and Refrigeration Institute performs tests and assigns a Sound Rating Number (SRN) to units. A lower SRN rating indicates a quieter unit with average SRNs of between 74dB and 80dB.
  • Thermostat - The Thermostat Control monitors temperatures both inside and outside, as well as indoor humidity and adjusts system operation to maintain the temperature and humidity levels set by the homeowner.
  • Thermostat - A temperature control device, typically found on a wall inside the home, that controls the functions of a heating and cooling system.
  • Ton - A unit of measurement used for determining cooling capacity. One ton is the equivalent of 12,000 BTU's per hour.
  • Upflow - A term used to describe the direction of airflow through a furnace. An upflow furnace takes return air from the bottom, heats it, and then delivers the warm air from the top.
  • Ventilator - A ventilator captures heating or cooling energy from stale indoor air and transfers it to fresh incoming air.
  • Watt/Watts - Electrical power, also expressed as 'W'. For example, a 100W globe consumes 100 Watts of electrical power. The W in Watt is always uppercased, because it is named after a person.
  • Zone/Zoning - A home may be divided into several different areas, or zones, to better control the temperatures throughout the house. The process of dividing your home into different zones is called zoning.

Back to Top

How do I become an authorized Protection Plus Dealer?

Dealers must complete the Contractor Enrollment Form Online to become an active/approved Protection Plus Dealer. This is done at no charge to you.

Back to Top

How can I be assured of the security of the Protection Plus Program?

Protection Plus is offered by Equiguard, Inc. and backed by an “A” rated insurance company. The reserves are held by and directed by the insurance company.

Back to Top

How often are claims paid? What labor rates are allowed? What parts rate?

Equiguard, Inc. pays claims weekly. Protection Plus allows standard labor rates in the service area which are filed with Equiguard at the time a Servicer executes a Service Agreement. In addition, Protection Plus allows a 35% parts mark up.

Back to Top

Service Rates & Travel allowance? (in the USA)

Protection Plus allows the servicers regular approved hourly rate and service call when filing a claim. Travel allowance: fifty cents (50¢) a mile not to exceed $30.00. Travel allowance is used ONLY outside the servicers normal service area, defined as outside a thirty (30) mile radius of servicers shop. Any changes to the travel allowance would have to be authorized by Protection Plus.

Back to Top

When does the Protection Plus coverage begin?

Protection Plus coverage begins on the date of installation or the date the homeowner closes on their new home.

Back to Top

How about State licensing procedures and problems (Florida Dealers)?

Compliance with applicable laws is of the utmost importance. Making a commitment to be in this business means that we will do whatever is necessary to remain in compliance when laws and statutes change.

Florida Servicers - Learn more about your licensing procedures for the State of Florida.

Back to Top

What if I receive a call for service after business hours or on the weekend?

If the call is an emergency, be sure to provide service to your customer as soon as you deem necessary. For example, if the temperature is 10 degrees Fahrenheit and your customer's furnace is not operating, you should schedule a service call and restore the heat as soon as possible. We consider an emergency to be a condition that would imminently threaten the life, health or safety of your customer or that threatens to damage or destroy other property. We ask that you be familiar with the terms and conditions of the Protection Plus Extended Service Agreement and advise your customer accordingly, before providing service. Then, if an emergency call is required, you can deliver the needed service. Protection Plus pays filed and approved, standard servicer retail rates. Any after hours rate or special charges for nights, weekends, holidays, etc. must be approved and paid by the homeowner.

Back to Top

What is the refrigerant reimbursement rate for Protection Plus per pound?

The Sevicer agrees to provide any refrigerant replacement at servicers Cost X 1.5, with a maximum allowance of $15.00 per pound on R-410A and $6.00 per pound on R-22. Proof of servicers cost may be required.

Back to Top

Can I buy agreements directly from Protection Plus, instead of through my Distributor?

Protection Plus procedures currently specify that Dealers buy agreements through their normal Rheem, Ruud or WeatherKing distribution channel. All else being equal, the Distributor provides service in purchasing, explaining, and facilitating the Dealers' use of the program.

Back to Top

Can you bill me for agreements I buy? (Distributor)

Yes. Current program procedures do provide for billing. However, you must be approved by Protection Plus Administration before processing an order by requesting a username and password. Your request for a username and password will be reviewed and processed by Protection Plus and you will be notified within 48 hours with your username and password which will activate your account with Protection Plus and allow you to the secure sections of the website. Once you're logged in you will be able to view Protection Plus sales material - Distributor Price List, Dealer Product List, Program Guide, Contractor Enrollment Form, Time Allowance Sheet and as well as place orders using our Online Shopping Cart. All orders are Net 30. See Distributor Price List.

Back to Top
PO BOX 3368 OAK BROOK, IL. 60522-3368 PHONE: 877.276.4294 FAX: 630.325.7126 © 2003 PROTECTION PLUS. ALL RIGHTS RESERVED. PRIVACY POLICY.