Before requesting service, please verify the specific coverage included with your equipment purchase.

Most equipment comes with a standard “Parts Only” warranty. This covers the replacement cost of a failed component due to a manufacturing defect. It does not cover the labor required to diagnose or replace the part unless a separate Labor Warranty was purchased.

If you purchased an optional Labor Warranty, coverage applies to repairs performed during normal business hours (Monday–Friday, 7:00 AM – 3:00 PM). Overtime, weekends, and holidays are excluded and billed at prevailing rates.

Unless otherwise noted, warranty coverage typically begins 12 months from startup completion or 18 months from shipment, whichever occurs first.

To dispatch a technician, we follow a strict diagnostic protocol. Please note that warranty coverage is determined only after the root cause is identified.

A written Purchase Order (PO) or signed Work Authorization is required prior to scheduling any service technician.

Customers must provide a PO covering our Standard Diagnostic Fee upfront.

You will not be billed for the visit (subject to your specific labor warranty terms).

You will be billed against the provided PO. Non-warrantable issues include nuisance trips, dirty filters, power surges, BAS integration errors, or “no fault found” results.

To initiate a service request, please email our Service Department or complete this form (link) with the following required information to avoid delays:

Jobsite name, address, and site contact (name/mobile number).

Unit Model Number and Serial Number.

Detailed description of the problem, including any visible error codes.

A hardcopy Purchase Order or signed Service Work Authorization Form.

Note: If you are not an established vendor, a credit card payment may be required prior to dispatch.

Warranty coverage is strictly contingent upon proper operation and maintenance of the equipment.

Owners must perform routine maintenance (filter changes, belt tensioning, coil cleaning) per the manufacturer’s installation and maintenance instructions (IOM).

You must retain maintenance records. Failure to provide maintenance logs upon request may result in the denial of your warranty claim.

If you hold a Labor Warranty, you are required to submit maintenance records to TriState HVAC every 90 days. Failure to submit these records within the grace period will result in the suspension of warranty coverage.

The following items are generally excluded from warranty coverage:

Freeze-ups, lightning strikes, floods, or power surges.

Integration issues with the Building Automation System (BAS) or damage caused by unauthorized third-party repairs.

Refrigerant, belts, filters, and lubricants.

The cost of cranes, lifts, or rigging required to access the equipment.

All warranty claims must be submitted in writing within five (5) business days of discovering the issue. Delayed notification may result in a denial of coverage.