Commercial HVAC/R, refrigeration, food equipment and hydronic systems, looked after 24/7. Here's how to reach us, how we prioritize your call, and how to use your client portal.
Four ways in. They all land in the same place, so use whichever is fastest.
Emergencies and after hours
Quick requests from your phone
Site staff, right at the unit
Managers with several requests
The request already knows the site and the unit.
After hours (4 pm – 6 am Monday to Friday, all day Saturday and Sunday, and holidays): a message tells you emergency rates apply. Press 1 to accept and you're put through.
The level tells us how fast to move and whether after-hours work is approved, so it also sets the cost.
Business down
Your business can't operate, product is at risk, or major infrastructure is down
Urgent, still running
Urgent, but your business can still run for now
Not urgent
A nuisance, a minor issue, or something for the next visit
High approves after-hours work, so a repair isn't stopped halfway. After hours, we call you first to confirm.
Medium is still urgent. Fitted in as fast as possible, regular clients first.
Low costs least. Grouped with nearby work to keep trip charges down.
Requests come in…
…and we work them in this order
Every request is picked up within 30 minutes. Medium and Low never hold up a High call, so picking the real level keeps help fast for everyone, including you. Not sure? Call us and we'll help you choose.
We value every client. Buildings and equipment covered by a Preventive Maintenance agreement with The Mechanical Company are our top priority, and they're the ones served by the triage schedule above.
Priority lane
Triaged first, most critical first. Your contract response time applies.
Standard scheduling
Still looked after with the same care, and booked as soon as our schedule allows, but not given priority triage.
Want priority for more of your sites or equipment? Ask us about adding them to your Preventive Maintenance agreement: [email protected].
DNE = "Do Not Exceed". It's the most we can spend on a service call, in labour or materials (whichever comes first), without asking you.
The technician fixes it on the first visit. Job closed, report emailed to you.
The technician stops at the DNE, leaves the equipment safe, and we send you a quote for the rest.
Urgent situations
In situations like these, depending on the situation and its urgency, we may bypass the DNE and the quote step so the repair isn't held up and you're back up and running.
Usual way
Urgent situation
Your job goes straight to your facility's preferred technician and other TMC technicians nearby, so it gets covered quickly.
Urgent situations may bypass the DNE and quote, depending on the situation
Manager approval is optional: staff requests wait for your manager's OK before we dispatch. Email [email protected] to switch it on or off.
Your cell phone number and a 4-digit code we text you. That's it.
Open the link in our email, or go to themechanicalcompany.ca/portal. Enter your cell.
Type the 4-digit code from the text.
Tick Stay logged in on this device on your own phone or computer.
New here? You'll see the Welcome To The Mechanical Company! page. Enter your name, work email, cell and job title, confirm the code, and you're linked to your company.
Email links expire after 14 days. After that, log in from the portal page. Signed up from an old link or a new number? Email [email protected] and we'll link you to your company.
Add a colleague: forward them one of our emails. They sign up from the link and join your company's account.
One login per person, on your own cell, so approvals are tracked to the right person.
All your current work with live updates, plus the full history at your sites. What you see depends on your role.
Place a request, see urgency, status and who is assigned
Follow each job live, with the tech's notes and photos
Review, approve and add your PO#
View and download invoices
Upcoming visits, P.M. and Deficiency Reports
Or just reply to the quote email with your approval and PO#. We schedule the work once it's approved.
Emailed when the job closes, with a PDF. Photos are in the email link, not the PDF.
Scheduled Maintenance → your site → the visit → download the P.M. and Deficiency Report. Click a deficiency for photos.
On your phone: menu (☰, top left) → pencil icon by your name to update your details.
The Mechanical Company Ltd. · 12 Margaret Ave, Everett, ON L0M 1J0 · TSSA-certified
