Terms of Service

This page is in conjunction with our SERVICE AGREEMENT, which is meant to help you understand the operating policies and procedures (“Services”) provided to our Customers by CallPoint LLC.

Cancelled Appointments

CallPoint will credit back verified cancellations which result from CallPoint errors only. Credits will be issued within seven days, during the next invoice cycle. Requests for cancellation credit must be received within 14 days of the original appointment date.

Client Credits

CallPoint strives to minimize errors in call handling. However, similar to call handling in each location, some errors do occur. Since CallPoint does not share in the additional revenue it gains for each location, it does not issue any credits for on-time guarantees or other credits related to call handling errors.

Fee Waiver Policy

If a Customer wants CallPoint to employ a waiver policy for all service appointments, then the Customer must indicate that preference on the CallPoint contract. The only options available are: A) Include fee if work is performed or B) Waive fee completely. CallPoint will first use rebuttals, then offer Option A (if selected) and then offer Option B (if selected). PLEASE NOTE: ALL BIG TICKET ITEMS (AS DEFINED BY THE CUSTOMER) WILL BE BOOKED AS SALES APPOINTMENTS WITH A FREE ESTIMATE.

Lead Source

CallPoint does not ask clients any questions about how he or she heard about the company. The best practice is to utilize tracking numbers to measure marketing. Customers requiring more accurate lead source information are advised to use a third party marketing company, such as Vital Storm.

Promotions and Coupons

Each Customer is responsible to alert CallPoint of pending promotions and discounts, and to send electronic copies of the specials at least one week in advance to promotions@callpointusa.com. This info is added to the CallPoint database. If a client mentions a promotion or discount, the CSR asks the client to provide it to the tech in order to receive the offer, and then notes the appointment.

Answer Rate

CallPoint does not answer every single call. CallPoint’s contractual goal for Full Service customers is to answer 95% of calls lasting 10 seconds or more. Even though a small percentage of calls are not answered, CallPoint will outbound any missed calls where feasible. Since CallPoint only charges for calls answered (and appointments booked), there isa strong motivation to capture as many calls as possible.

Warranty Appointments

When a warranty is indicated by service history or if the client claims potential warranty, CallPoint books the appointment and notes it as a possible warranty. Clients are reminded that the final determination of warranty is left to the technician and if the repair does not fall under the scope of the warranty or previous work performed, they will be responsible to pay the Diagnostic/Service Fee and the charges for the repair.

Booked Calls

All bookable opportunities will be handled by the CallPoint team during the designated call handling times for a company (full service or overflow). This includes all calls related to Member Maintenance, Non-Member Maintenance, Warranties, Repairs, and Estimates.


CallPoint sends notifications of booked service appointments to the servicing location and/or to the service technician on call. By signing the CUSTOMER SERVICE AGREEMENT you agree to allow CallPoint to send notifications to the phone numbers you designate as CallPoint points of contact for dispatch and service technicians.

Privacy Policy

CallPoint values our customers' privacy. This Privacy Policy (“Policy”) will help you understand how we collect and use personal information from those who visit our website or make use of our services.

This Policy applies to CallPoint LLC, and it governs any and all data collection and usage by us. As a Customer of CallPoint, you are therefore consenting to the data collection procedures expressed in this Policy.

CallPoint may use personal data for the following purposes:

To provide and maintain our services, including to monitor the usage of our services.

To manage your account: to manage your registration as a user of our services. The personal data you provide can give you access to different functionalities of the service that are available to you as a Customer.

For the performance of a contract: the development, compliance and undertaking of your contract for services with us.

To contact you: To contact you by email, telephone calls, SMS, or other equivalent forms of electronic communication. This includes the NOTIFICATIONS section of our SERVICE AGREEMENT.

To provide you with news, special offers and general information about other services which we offer that are similar to those that you have already purchased or enquired about.

To manage your requests: To attend to and manage your requests to us.

For other purposes: We may use your information for other purposes, such as data analysis and to evaluate and improve our services, marketing and your experience.

Acceptance of Terms

By signing our SERVICE AGREEMENT and using this website, you are hereby accepting the terms and conditions stipulated within this Privacy Policy and the Terms of Service.

Unsubscribe or Opt-Out

To discontinue or unsubscribe from our communications please send an email that you wish to unsubscribe to support@callpointusa.com. CallPoint LLC will continue to adhere to this Policy with respect to any personal information previously collected.

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