When your walk-in goes down on a Friday night, you don't have time to research repair companies. Make the decision now — before you need it.
What to Look For
1. Response Time Ask: "What's your average response time for emergencies?" The answer should be under 2 hours for your area. If they can't give you a number, they don't track it — which means it's slow.
2. CFESA Certification The Commercial Food Equipment Service Association (CFESA) certifies technicians who pass rigorous testing in electrical, gas, steam, and refrigeration. A CFESA-certified company has invested in training and meets industry standards.
3. Manufacturer Authorizations Who are they authorized to work on? Factory-authorized technicians have access to OEM parts, technical support lines, and current service bulletins. Working with an unauthorized tech can void your equipment warranty.
4. 24/7 Availability Equipment doesn't break on a schedule. Your service company needs to answer at 10pm on a Saturday, not just Monday through Friday 8-5.
5. Transparent Pricing Before they start work, you should know: - Service call fee - Hourly rate - Not-to-exceed limit - Parts markup policy
If they won't give you these numbers upfront, find someone who will.
6. First-Time Fix Rate Ask: "What percentage of your calls are resolved on the first visit?" Industry average is around 70%. Good companies hit 85%+. This matters because a return visit costs you another service call, more downtime, and more frustration.
7. Insurance and Licensing At minimum, they should carry: - General liability ($1M+) - Workers' compensation - Commercial auto insurance - EPA 608 certification for all techs handling refrigerant
8. References from Similar Businesses A company that services hospitals and hotels may not understand the urgency of a restaurant kitchen. Ask for references from businesses similar to yours.
Red Flags
- No written estimates — everything should be documented
- Can't explain the diagnosis — if the tech can't tell you what's wrong in plain language, they may not know
- Pushes replacement over repair — some companies make more money selling equipment than fixing it
- No warranty on work — reputable companies guarantee their repairs for 30-90 days minimum
- Doesn't carry parts on the truck — if every call requires a return visit for parts, their first-time fix rate is terrible
The PM Agreement Test
A company that offers preventive maintenance agreements is invested in keeping your equipment running — not just profiting from breakdowns. PM agreements create recurring revenue for them and lower costs for you. It's a sign of a partnership-oriented company.
Make the Call Before You Need It
Set up a PM agreement or at least establish a relationship with a service company now. When your freezer goes down at 9pm, you want to text a number that already knows your name, your equipment, and your address — not start Googling "emergency repair near me."
True Commercial Service provides 24/7 commercial kitchen equipment repair across Union County, NJ. We believe in transparent pricing, first-visit resolution, and preventive maintenance that keeps your kitchen running.
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- What Does Equipment Repair Cost in NJ?
- Questions Before Signing a Service Contract
- What Is a PM Agreement?
Looking for service? Visit our About True Commercial Service page or schedule service today.