While the repair process is generally straightforward, you may have a few questions about the processes we use to check in, diagnose, repair or bill out your equipment. We try to be as transparent as possible throughout the repair process so you will find answers to nearly all of your questions below.

​

Shop Minimum: All units checked in for repairs and/or servicing are subject to what is known as a "shop minimum". The shop minimum charge will depend on the type of equipment you are checking in. Handheld equipment (not made by Stihl) and push mowers will require the shop minimum to be paid upfront as a "deposit" during check in - any deposited money will go toward the final bill if repairs are authorized. Diagnostics and estimates for repair are included in the shop minimum under typical circumstances - if extra time is needed to diagnose your equipment we will contact you. The shop minimum charge must be paid in full before your equipment can be returned to you.

Labor Rate: The posted labor rate is the hourly rate we charge for our mechanics to work on your equipment. The preferred labor rate applies to repairs and/or servicing on equipment purchased from Air Cooled Engine Co. We calculate all shop jobs based on an industry standard "flat-rate" system, which predefines repair times based on typical job situations - in other words: if a job is "flat-rated" at 30 minutes, but our mechanic spent 45 minutes working on it, you will only pay for 30 minutes. Please note that flat rate times are based on "typical" situations - equipment in a non-typical or "poor" condition may incur additional labor time.

Shop Priority: All jobs checked in for repair are first separated into a specific "priority level". Priority levels are designed to accommodate all customer types and are necessary to turning jobs out efficiently and fairly. Starting at the highest priority, our mechanics will complete all jobs at that level in the order that they were received. Once the first level is completed, they will move to the next, complete those jobs, then move to the next. The Priority Levels are as follows:

​

Commercial Jobs  -->  Rushed Jobs  -->  Preferred Jobs  -->  Standard Jobs

​

1.) "Commercial" jobs are exclusive to commercial accounts who make a living with the equipment checked in for repair.

2.) "Rushed" jobs are available to any customer who pays the "Rush Fee" during check in.

3.) "Preferred" jobs are exclusive to customers who purchased equipment from Air Cooled Engine Co.

4.) "Standard" jobs apply to all other equipment checked in.

​

Please note that you will always hold your place in line - if we have to wait for parts to come in, a mechanic will resume work on your equipment as soon as the necessary parts have arrived.

​