Frequently Asked Questions and Maintenance Tips (2025)

Frequently asked questions

How do I schedule a service appointment?
- Call us at 855-266-6349 and we’ll help you schedule your appointment
- Text CALL to 42614 to receive a call from the next available agent
- Visit our Service Request page to schedule your service appointment
- Click the chat icon in the lower-right portion of the screen to chat live with a Customer Service Agent
What number do I call if my service appointment was missed?
- To reschedule a missed appointment, you can:
- Call us at 855-266-6349 to reschedule a time that is convenient for you
- Text CALL to 42614 to receive a call from the next available Customer Service agent
How do I reschedule my service appointment?
- Call us at 855-266-6349 and we’ll help you reschedule your appointment
- CALL to 42614 to receive a call from the next available Customer Service Agent
- Visit our Service Request page to schedule your service appointment
- Click on the chat icon in the lower-right portion of the screen to chat live with a Customer Service agent
How can I check my service status?
- Visit our Service Request page and enter your service order number and zip code
  to search for service order status
- call us at 855-266-6349 to check your status
- text CALL to 42614 to receive a call from the next available agent
- Click on the chat icon in the lower-right portion of the screen to chat live with a Customer Service agent
What hours are your Customer Service agents available?
- Our Customer Service agents are available seven days a week from 8 a.m. to 8 p.m. (CST)

Maintenance Tips

Front Load Washers
- The washer should be leveled.
- Load should be adjusted according to load size.
- The shipping bolts need to be removed.
- Clean door boot with all-purpose cleaner.
- Washing machine cleaning products can be used to help get rid of the odor.
- Remove the detergent dispenser and soak in warm water.
- Clean the water pump filter every 6 months.
- Clean tub monthly.•Make sure detergent is HE.
- Check fill hose once annually; replace every 5 years.
Top Load Washers
- The washer should be leveled.
- Load should be adjusted according to load size.
- The shipping bolts need to be removed.
- Washing machine cleaning products can be used to help get rid of the odor.
- Remove the detergent dispenser and soak in warm water.
- Clean tub monthly.
- Check fill hose once annually; replace every 5 years.
Dryers
- Make sure vent is clear of obstruction from dryer to discharge.
- Vent should be maintained annually.
- The lint filter should be cleaned after every load.
- Dryer runs but no heat: ensure that the circuit breaker is engaged.
- Moisture sensor must be cleaned regularly, see owner’s manual for more details.
Dishwashers
- Keep all sprayer arm holes cleaned and unclogged.
- Clean gasket around door edges with cloth or old toothbrush.
- Clean filter pump after each cycle, check for food debris.
- Ensure proper usage of rinse aid product.
- Dishwasher tub can be cleaned by using small amounts of vinegar in wash load.
- It is normal to see water residue at the end of each cycle.
Ranges/Built-In Ovens
- After using the self-clean cycle, debris may be removed using a damp sponge.
- On electric cooktops, all spills should be cleaned immediately.
- Self-Clean: It is critical to read the owner’s manual before using this feature.
- Inspect the oven door gasket for cracks or tears.
- Refer to the owner’s manual on how to properly clean smooth tops or cooktops.
Microwaves
- Clean vent filters regularly.

Window A/C Units

The air filter, located behind the front grille, should be checked and cleaned at least every 30 days
with warm, soapy water. Make sure you rinse and let the filter dry before replacing it.
The coils on the outdoor side of the A/C should be checked regularly. If they are clogged with dirt
or soot, they may need to be professionally cleaned.
Make sure there are no curtains, blinds, or furniture blocking the front of the A/C.
Water drips on the outside are normal.
Water drips inside the home is a sign that there is not enough tilt to the outside portion of the A/C; unit must be slightly slanted outside.

Tips for properly sizing window A/C needed for your room:

Measure your room.
Square & Rectangular Rooms- Measure the width and length of the room in ft. Then, multiply
those two numbers together.
(Example. 20 feet x 22 feet = 440 square feet.)
Triangular Rooms- Measure the width and length of the room in ft. Then, multiply those two
numbers together. Finally, divide in half.
(Example. 20 feet x 22 feet = 440 ÷ 2 = 220 square feet.)

ROOM AERA TO BE COOLED (SQUARE FEET)

CAPACITY NEEDE (BTUS PER HOUR)

100 up to 150 sq. ft.	5,000 BTU
150 up to 250 sq. ft.	6,000 BTU
250 up to 300 sq. ft.	7,000 BTU
300 up to 350 sq. ft.	8,000 BTU
350 up to 400 sq. ft.	9,000 BTU
400 up to 450 sq. ft.	10,000 BTU
450 up to 550 sq. ft.	12,000 BTU
550 up to 750 sq. ft.	14,000 BTU

TVs
- Cleaning your 4K, OLED, or LED TV screen with a soft, dry cloth is recommended.
- Do no use liquid on the screen. If you have already done so, dry it as quickly as possible.
- While transporting and handling flat screen TVs, always keep it in the upright position during moving
  or storage to avoid pressure on the lightweight glass that could permanently damage it.
- Always use two people when moving the TV to avoid flexing the panel when carrying.
- Follow your specific owner’s manual instructions on setting up your TV. Each set of instructions will
  walk you through the setup process, from powering on the TV for the first time, to setting up a wifi
  connection.
Refrigerators/Freezers
- If your unit has a water filter, it must be replaced periodically. Watch for the “Change filter light” on
  your display or refer to your owner’s manual for the correct intervals of filter changes.
- Carefully follow the manufacturer’s instructions on how to locate, replace, and prime the refrigerator
  water filter.
- Failure to replace the water filter and properly prime the water system could cause low refrigerator
  water pressure, and result in low or no ice production.
- Crisper drawer settings
- Crisper drawers are for extending the storage life of your fruits and vegetables. The low moisture
  setting opens the vents and allows moist air to exit the drawer. This is optimum for storing fruit and/
  or vegetables that have a skin. The high moisture setting closes the vents off to retain moisture in the
  crisper drawer. This condition is optimum for leafy fresh vegetables.
- Unplug your refrigerator or freezer.
- Discard any ice in the ice bin to prevent leaking if power is not restored in a reasonable amount of
  time.
- Avoid or minimize opening the unit to prevent any stored food from spoiling.
- Plug unit back in ONLY after power is fully restored.
- If the power outage lasts longer than 4 hours, discard any perishables stored in the refrigerator.
  Discard anything in the freezer after 24 hours.
- Cleaning the inner liner and door seals for your refrigerator or freezer.
- Periodically wipe the plastic inner liner and door seals with a solution of three to four tablespoons of baking soda mixed with warm water, using a sponge or soft cleaning cloth.
- Caution: Do not use warm water on cold glass shelves as this may cause them to suddenly break and
  could cause personal injury.
- Do not use any chemical cleaners or abrasive pads of any kind to clean any part of your refrigerator
  or freezer as this may damage or discolor any part of you unit and reduce the life of your door seals
  and inner liner.
- In high humidity environments, your refrigerator will have to work harder and may accumulate
  moisture inside the unit. Refrigerators and freezers work best in a temperature-controlled
  environment where it is protected from the weather and extreme conditions.
- Unpackaged food and/or uncovered drinks could cause excess moisture and/or odor in the
  refrigerator or freezer. It is recommended that all items stored in your unit be covered and/or
  sealed.
- There are many moving parts to your new refrigerator, and not all of them move at the same time.
  You may hear different normal operating sounds at different times of the day.
- The new high efficiency compressor in your unit may run faster and longer than your old refrigerator
  or freezer. You may hear a high-pitched hum or pulsating sound during operation.
- You may hear a whooshing or sucking sound when the doors close. This is due to pressure equalizing
  inside the refrigerator or freezer.
- You may hear fans running during the cooling operation. This means that the unit is circulating air
  and can change speeds to cool the unit at the
  proper rate for optimum energy savings given the current conditions.
- The refrigerator may produce a cracking or popping sound while cooling to the set temperature, or
  during the defrost cycle.
- Water dripping on the heater from ice melting off the cooling coil during the defrost cycle will cause a
  sizzling or popping sound. You may also hear that water drip down to the drain pan.
- A kind of gurgling may occur as refrigerant flows through the cooling coil or during pressure
  equalization when the door is closed.
- If the refrigerator or freezer has been tipped more than 45 degrees or laid on its side, allow it to sit
  upright for 24 hours prior to plugging it in.
- Be sure your refrigerator is plugged in and the breaker is not tripped.
- Check to see that the temperature control is on the right setting. For most refrigerators, the fresh
  food section should be set at 37-38 degrees, and freezers should be set at 0 degrees. Check the
  owner’s manual for more specific information.
- Ensure vents are not blocked by items or packaging, and that items are not preventing door from
  closing properly.
- Make sure all door seals are sealing to the cabinet and leave the unit closed for 24 hours, then check
  operation again. Frequently opening the doors, or opening for too long, will cause the refrigerator or
  freezer to lose its cool and will run longer to get down to temperature.
- Check the level of the unit to ensure proper operation of doors and seals.