coolCARE is a fully insured protection plan provider for HVAC and Plumbing Contractors that want to provide
peace-of-mind coverage to its customers. Standard supply created the coolCARE program in 2013 to give HVAC contractors
“A BETTER WAY TO WARRANTY” and provide the highest level of service with a simple platform to purchase coverages
and process warranty claims. Plans are customizable in effort to give each dealer the choice of labor rate, term,
and offering price. Our goal is to grow your customer base with a simplified protection plan to sustain profitability,
all while providing customer’s peace-of-mind at the same time.
FREQUENTLY ASKED QUESTIONS
HOW DO I SIGN MY CUSTOMERS UP FOR AN EXTENDED WARRANTY?
If you are not already an existing coolCARE dealer, download the New Dealer Application form via the link at the top of this
page. Fill out and submit to firstname.lastname@example.org for approval. Once you have been approved and your account login set up,
you will receive an email with your login information.
Dealer pricing is calculated with suggested retail pricing and a dealer multiplier. To request a complete list of plan offerings
with your dealer pricing level email email@example.com>
Log in to your account and either search plans by part numbers, or use the easy-search function to filter products by your
customer's specific needs.
WHEN IS THE BEST TIME TO SELL A COOLCARE PLAN?
The best time to sell the Plan is at the time of the sale of the equipment to the customer, however, it can be sold on existing
equipment in the field that is less than 2-years old and has a remaining factory warranty of 90 days. There is a 90-day waiting
period before a claim can be filed on equipment that has been previously installed. Plans on existing installed equipment
are not pro-rated and term length is based off of date of install, not date of plan sale.
WHAT PRICE SHOULD I SELL THE PROTECTION PLANS FOR?
That's entirely up to you.
WHAT IS COVERED BY THE PLAN?
Coverage applies to normal failure of the functions of the product, in accordance with the original manufacturer's warranty
terms and conditions. Coverage does not include normal wear and tear or consumables (unless otherwise purchased). See the
Plan Terms and Conditions for specific coverage and exclusions. Additionally, you should always collect a diagnostic fee
for the service call from the end-user. No fail calls are not covered under the warranty .
DO I HAVE TO BUY THE EQUIPMENT FROM STANDARD SUPPLY?
No. We would love to have your equipment business, but you can buy a protection plan from Standard Supply without buying
the equipment from us.
WHAT HAPPENS IF A CUSTOMER REQUIRES SERVICE ON A COVERED PRODUCT?
The customer is instructed in their fulfillment package to call the contractor who sold them the extended warranty
(listed as the service provider on the declaration pages) to initiate a claim. You should diagnose the problem before
scheduling a service call. If you determine that a service call is necessary, you can make the service call and perform
the service/repair. If you are uncertain of coverage you should call ahead and confirm coverage. Charge a diagnostic
fee for no fail calls as these aren’t covered under the warranty. For repairs that are covered under warranty
the servicing contractor should waive the diagnostic fee and note the no charge cost for the repair on the written or
digital work order. Dealers will go to the dealer portal and attach this document along with warranty part
invoices for claim submission.
WHEN DOES COVERAGE BEGIN?
Plan coverage for labor & parts begins in accordance with the terms type of plan purchased. See your terms and conditions
or the customer terms and conditions based on the purchased coverage.
HOW ARE LABOR COSTS REIMBURSED?
Your approved labor service call rate of $125.00 or $175 per hour per the agreement purchased (per your Dealer Agreement)
will be paid on covered repairs.
HOW ARE PARTS COSTS REIMBURSED?
On covered repairs, the Plan will pay the wholesale cost of your parts used in the repair plus a markup detailed in the service
table provided in your reseller agreement, if you have purchased the markup option. In order to receive the parts markup
you must have purchased the parts markup SKU not just the parts coverage SKU. Obtain the parts from your usual sources. The
administrator reserves the right to request a copy of all parts invoices if necessary.
WHAT DO I USE FOR CLAIM SUBMISSION?
Claims may be submitted via electronic records on the CoolCare Protection Portal with your dealer credentials
(www.coolcare.trinitywarranty.com). Also, information on any standard work order form or invoice that contains
the required information. The important thing is to furnish all of the required information on the original service
WHAT IS THE TIME FRAME FOR SUBMITTING CLAIMS?
Claims must be submitted within 60 days of the service completion date or they will be returned unpaid.
WHEN WILL I RECEIVE PAYMENT OF MY CLAIM?
Properly submitted the Administrator pays claims for covered repairs normally within thirty 30 days after receipt.
ARE THE SERVICE PLANS TRANSFERABLE?
Yes, unless otherwise specified on the terms and conditions. To transfer ownership of the Plan, or in the event of product
exchange, the customer sends a written request within 90 days from closing to CoolCARE with a $30.00 transfer fee, plus any
applicable taxes. Request should include original purchaser’s name, address and phone number, Plan application (contract)number,
product serial number, product purchase date and name, address and phone number of new owner. The original Plan period remains
CAN THE PLANS BE CANCELED?
Yes, in the event a customer wishes to cancel a Plan, the customer will notify the dealer from whom they purchased the Plan.
The dealer will be sent a prorated refund from the wholesale price paid by the dealer based on the elapsed months of coverage,
less any claims paid under the Plan, if applicable in the State where the customer resides. The contractor will reimburse the
customer a prorated refund from the retail purchase price paid by the customer based on elapsed months of coverage and less
any claims paid under the Plan.
IS THIS PLAN INSURED?
Yes, our plan is bound by all state requirements for selling service contract plans. The plan is underwritten by an insurance
provider and our plan administrator is licensed with with all states to sell service plans.