Frequently Asked Questions
How does the "Llama Rescue" service call work?
Every member gets one waived diagnostic fee per year! If your system isn't acting right, give us a call. As long as we come out during our regular business hours (Mon–Fri, 8 am–5 pm), the visit fee is on us.
When do we do the tune-ups?
To keep things running smoothly, we schedule our "Cozy Checks" (Maintenance Visits) during standard business hours, Monday through Friday. This ensures we have parts suppliers open if we find anything that needs a quick fix.
What if I have an emergency at 2 AM on a Sunday?
We've got you! While maintenance visits are for business hours, true emergencies Don't follow a schedule. As a Llama Loyalty member, you do not pay after-hours emergency fees. You move to the front of the line (Priority Herd Status) and pay our standard rates, plus you still get your up to 10% member discount on the repair.
Note: If it is past 9 PM and we do not answer the phone immediately, please leave a voicemail and send a text message so we can get back to you as soon as possible.
Will I always get Jonmark or Petra?
We love seeing our customers! While it's usually us running the calls, as our "herd" grows to better serve the community, we may send a trusted member of our team. Rest assured, anyone who steps into your home has been hand-selected and personally trained by Jonmark to meet our exact standards of knowledge, training, and "cozy" service.
What kind of filters do you provide?
We provide high-quality 1-inch pleated filters. During your sign-up, just let us know your size, and we will arrive at every tune-up with fresh filters ready to install.
Can I cancel my membership?
We believe in earning your loyalty every visit. There are no long-term "trap" contracts. If you ever need to leave the herd, just let us know.
The "Fine Print" (Made Friendly)
- Per-Unit Service Calls: You receive one free service call annually for each specific unit covered by your plan. This benefit is tied to the individual unit—if one system requires two repairs, you cannot use another unit's unused service call to cover the second visit.
- Business Hours Only: The two annual "Cozy Check" maintenance visits and the free "Llama Rescue" diagnostic must be scheduled during our standard hours (Mon–Fri, 8 am–5 pm).
- Discounts: Member savings are up to 10% depending on the specific repair or service required.