Q: Operational Hours & Scheduling

Appointments Scheduled times are approximate, all services are booked with a 1-hour arrival window, the actual time to complete an appointment can vary and is not known. We will send you an automated text reminder with your specific time slot and arrival window. And another notice day of with a more refined time of arrival. Holidays & Weather We are closed on major US holidays. Please note that availability may be limited during minor holidays or severe weather events. Service & Support Hours All Services & Support are available Monday through Friday, 8:30 AM – 4:30 PM . Services & Support are not available on weekends or major US holidays. All after-hours inquiries will be logged and addressed during the next business day.

Q: Services & Pricing

In-Person Service & Support A $99 minimum fee applies to all scheduled services - which includes dispatch & the first 15 minutes of service. All additional time is then billed as follows: 1 Technician: $130/hr 2 Technicians: $195/hr Remote Service, Support & Diagnostics Many common system updates, glitches, and trouble diagnosis can be handled remotely without an onsite visit, or even directly by the users. *Your system must be equipped with Remote Support functions, ask us how you can upgrade! Remote support is billed at $110/hr ($55.00 min) Estimates & Design We offer limited assessments and rough pricing via phone or email for no charge, however most projects will require in-depth onsite visits and design work: Initial Phone Consults FREE On-Site Evaluation and Consult (Price varies by project depth) Additional consultation services such as in-depth Onsite Evaluations, Design Process, Documentation, and of course Installation Services are billed based on project scope or time & materials and are assessed per project.

Q: Payments Policy

Payment Methods For deposits we accept Card or ACH/Bank payment online. For in person (onsite services) we accept Card, Tap, Check and Cash. *Cash requires exact change. Payments Schedule Service & Support payments are due at the time of service. Parts & Installation Projects require a deposit (100% of equipment + up to 33% of labor) -remaining balance is due upon request per the terms of the agreement. Fees Admin Fee of 3% fee applies to ALL invoices, regardless of payment type. Late Fee of 1.5% or $5.00 whichever is greater applies to all past due balances Other Change-Order Fee: Change orders on projects carry a 5% fee per change order Project Cancellations Fee: After contract cooling period we may charge up to a 10% admin fee. Product Returns Fee: Eligible equipment returns are subject to a restocking fee of up to 25% This is only a supplemental overview - All payments, sales, services are governed by our full Universal Sales & Services Agreement - You can find it on your quote, invoice, or below for download.

Question 1

Operational Hours & Scheduling

Accepted Answer

Appointments

Scheduled times are approximate, all services are booked with a 1-hour arrival window, the actual time to complete an appointment can vary and is not known. We will send you an automated text reminder with your specific time slot and arrival window. And another notice day of with a more refined time of arrival.

Holidays & Weather

We are closed on major US holidays. Please note that availability may be limited during minor holidays or severe weather events.

Service & Support Hours

All Services & Support are available Monday through Friday, 8:30 AM – 4:30 PM. Services & Support are not available on weekends or major US holidays. All after-hours inquiries will be logged and addressed during the next business day.

Question 2

Services & Pricing

Accepted Answer

In-Person Service & Support

A $99 minimum fee applies to all scheduled services - which includes dispatch & the first 15 minutes of service. All additional time is then billed as follows:

1 Technician: $130/hr
2 Technicians: $195/hr

Remote Service, Support & Diagnostics

Many common system updates, glitches, and trouble diagnosis can be handled remotely without an onsite visit, or even directly by the users. *Your system must be equipped with Remote Support functions, ask us how you can upgrade!

Remote support is billed at $110/hr ($55.00 min)

Estimates & Design

We offer limited assessments and rough pricing via phone or email for no charge, however most projects will require in-depth onsite visits and design work:

Initial Phone Consults FREE
On-Site Evaluation and Consult (Price varies by project depth)

Additional consultation services such as in-depth Onsite Evaluations, Design Process, Documentation, and of course Installation Services are billed based on project scope or time & materials and are assessed per project.

Question 3

Payments Policy

Accepted Answer

Payment Methods

For deposits we accept Card or ACH/Bank payment online. For in person (onsite services) we accept Card, Tap, Check and Cash. *Cash requires exact change.

Payments Schedule

Service & Support payments are due at the time of service.
Parts & Installation Projects require a deposit (100% of equipment + up to 33% of labor) -remaining balance is due upon request per the terms of the agreement.

Fees

Admin Fee of 3% fee applies to ALL invoices, regardless of payment type.
Late Fee of 1.5% or $5.00 whichever is greater applies to all past due balances

Other

Change-Order Fee: Change orders on projects carry a 5% fee per change order
Project Cancellations Fee: After contract cooling period we may charge up to a 10% admin fee.
Product Returns Fee: Eligible equipment returns are subject to a restocking fee of up to 25%

This is only a supplemental overview - All payments, sales, services are governed by our full Universal Sales & Services Agreement - You can find it on your quote, invoice, or below for download.

Question 4

Warranties & Guarantee

Accepted Answer

Warranty coverage is two distinct categories: our workmanship guarantee and the manufacturer warranties on the equipment you purchase from us.

Here is a quick overview of how they work:

Our Workmanship Guarantee (Labor)

We stand behind the quality of our physical installation and service labor.

What is Covered: We provide a 90-day labor guarantee that applies strictly to the labor portion of your project or invoice. This covers actual labor costs for issues directly related to our workmanship, such as an unlevel TV mounting. Restrictions may apply, see our Agreement for complete details.

Product Warranties

Iron Hill AV acts strictly as a retailer for the hardware, devices, and physical materials ("Goods") we procure for your system.

Who Provides the Warranty Goods are covered solely by their respective equipment manufacturers or third-party extended warranty companies. Iron Hill AV does not directly warranty the equipment. Each product will include its own distinct warranty, coverage terms, and each manufacturer has their own process you will need to follow.

How to Get Warranty & Non-Warranty Support You can start by contacting us if you would like some direction. But visiting the manufacturer support website typically they will provide you with the instructions for their process.

Looking For More Help? If you would like our assistance with a claim or repair we may be able to help facilitate on your behalf for select products. This help is offered as a paid service when available; you will pay us a facilitation fee plus any actual costs incurred for repair or shipping.

Want More Coverage? If you are looking for long-term peace of mind, we offer optional, enhanced maintenance and support plans, as well as third-party extended product warranties, available for purchase separately.

Question 5

Account Access & Bill Pay

Accepted Answer

You can access your account anytime via our portal by clicking the Client Login button on this site and entering the email address registered to your account (you will need access to this email inbox to complete login).

In the portal you can do the following:

Make Sales or Service Requests
View and Pay Open Invoices
Download Past Invoices
Approve Estimates / Pay Deposits
Add/Remove Payment Methods
Refer a Friend

*Alternatively you can access the portal via the link in any Invoice or Estimate email we have sent you recently.

Question 6

Sales & Services Agreement

Accepted Answer

For any Sales or Services purchaser electronically agrees to these terms at time of Request, Approval, Scheduling, or Payment for services. You can view the agreement at the link below>

https://drive.google.com/file/d/1eRDOPBlTnWKNscy0onaGkBS5lVu0uQ2-/view?usp=sharing

Support

We want to ensure your experience is seamless and easy, here you can find our Terms & Policies and other important information

Answers to common questions

Find quick, clear information to help you get started

Operational Hours & Scheduling

Services & Pricing

Payments Policy

Warranties & Guarantee

Account Access & Bill Pay

Sales & Services Agreement

Need More Help?

Our team is ready to assist you with any questions or technical needs. Contact us today for reliable AV support.

Help Us, Help You!

Client Referral Program

Premiere Partner Program

Support

We want to ensure your experience is seamless and easy, here you can find our Terms & Policies and other important information

Answers to common questions

Find quick, clear information to help you get started

Question

Operational Hours & Scheduling

Question

Services & Pricing

Question

Payments Policy

Question

Warranties & Guarantee

Question

Account Access & Bill Pay

Question

Sales & Services Agreement

Need More Help?

Our team is ready to assist you with any questions or technical needs. Contact us today for reliable AV support.

Help Us, Help You!

Client Referral Program

Premiere Partner Program