Question 1

Who is Columbia Service Partnersâ"¢*?

Accepted Answer

Columbia Service Partners™* offers optional repair and maintenance plans to homeowners. These plans are administered by Oncourse Home Solutions, one of the nation's leading providers of optional protection programs. The plans provide piece of mind for customers by helping protect them from the costs associated with unexpected repairs. Columbia Service Partners™* is not affiliated with Columbia Gas®.

Question 2

What is the Heating and Cooling Maintenance Plan?

Accepted Answer

Your home and your family's comfort are too important to simply hope your heating and cooling systems work well year after year. Regular professional maintenance is key to ensuring they run safely and efficiently for as long as possible. This plan includes annual performance tune-ups for both a furnace/boiler and for a central air conditioner. All work is performed by one of our highly qualified network contractors.

Question 3

Why do I need the Heating and Cooling Maintenance Plan?

Accepted Answer

Without proper attention, your heating and cooling equipment could fail when you need them the most. Each year, your heating and cooling systems should be maintained by certified professionals to ensure safe operation and peak efficiency. That's what you get with the Heating and Cooling Maintenance Plan.

Question 4

What am I responsible for?

Accepted Answer

Standard homeowners insurance typically doesn't cover maintenance or repairs for your heating and cooling systems. That's why it's important to schedule regular maintenance to keep your systems running efficiently and extend their lifespan. As a homeowner, this responsibility is yours, and we're here to help you with it.

Question 5

When can I get my maintenance appointments?

Accepted Answer

You will be eligible to schedule your maintenance appointments as soon as you enroll in the plan, and you'll continue to be eligible for a heating system appointment and a cooling system appointment each annual term. You may even have the option to schedule your heating and cooling maintenance appointments for the same visit! Appointments are upon request and are subject to schedule availability. Cooling maintenance appointments are weather-dependent — it needs to be at least 60 degrees Fahrenheit outside, with dry conditions.

Question 6

What if my heating or cooling system needs repairs?

Accepted Answer

Repairs are not part of the Heating and Cooling Maintenance Plan. If your systems require repairs, it would be up to you to make an appointment with a qualified technician. Many of our Heating and Cooling Maintenance customers are also enrolled in our one or more of our repair plans — Heating Repair Plan, Heating Protection Plan, Cooling Repair Plan, and Cooling Protection Plan — and those customers know they can trust us to take care of repairs when needed.

Question 7

How can I cancel my protection?

Accepted Answer

If you decide you no longer want to maintain your protection with us, you can call 855-800-5195 any time, day or night, and select the option to cancel your protection. When you are connected to one of our agents, tell them that you wish to cancel your protection. The agent will ask you some questions to verify your account information and will be able to assist you with the cancellation. Through your online account: There a few simple steps to follow if cancelling your protection online: Visit csp.oncourse.com and log into your online account. (If you do not have an online account, you can register for one.) After logging in, click on the "Properties" tab near the top of the page. You'll see your "My Properties" window and its list of your properties and programs. Click on the "Cancel Enrollment" link for the program you wish to cancel, confirm your request on the window that pops up, fill out the "Contact us" form that appears, and submit the form.

Question 8

Will I get any money back when I cancel my protection?

Accepted Answer

If you cancel your protection within the first 30 days after your new program enrollment was processed, you will be entitled to a full refund of all program fees you have paid. This refund will be issued within 30 days of cancellation. For all other customers: If you are paying monthly for your protection, your program cancellation will take effect at the end of your monthly billing cycle and you will not receive money back. Protection under your contract will continue through the end of your monthly billing cycle, regardless of when you cancel within the cycle. If you are paying annually for your protection, your program cancellation will take effect at the end of the current billing month within your annual term, and you will receive a refund for the remainder of your annual term. Your refund will be credited to the same payment method you used to make your annual payment.

Question 9

I pay my protection charges on my utility bill. How do I stop those charges?

Accepted Answer

If you pay your Columbia Service Partners charges through your utility company's monthly bill and wish to cancel your protection, let us know of your cancellation request by phone or in your online account with us (see specifics above). Once we process your cancellation request, we will notify your utility company that we are no longer requesting payment from them for your cancelled protection. Depending on how Columbia Service Partners and your utility company's billing cycles align and whether your utility company bills for services after they are provided, a charge may still appear on your next one to two utility bills. Rest assured that once we have processed your cancellation request, we will not ask your utility for any additional payments for your protection, and you will only be charged for months you received protection. Note: If you close your utility account, or if you do not pay your utility bill in full each month, your coverage with us may be canceled as a result.

Question 10

Can I still make a claim after I've cancelled my protection?

Accepted Answer

After your protection cancellation request is processed, the cancellation will take effect at the end of your current monthly Columbia Service Partners billing cycle. Until that date, your protection will remain active and you will be eligible to make a claim if needed.

Question 11

If I cancel my protection, can I get it back if I want to?

Accepted Answer

Yes. If you change your mind and want to re-enroll in protection, just let us know. Depending on your selected program(s), you may need to wait 30 days for your new protection to become effective, and pre-existing conditions are not covered.

Question 12

I received a request to renew by mail or email. What should I do?

Accepted Answer

If you do not have an automatic payment method on file, or if your account is not set to automatically renew, you may receive a notice requesting you to renew your coverage for another year. Please respond to your notice to renew your coverage. Not responding will result in your coverage being canceled.

Question 13

Why did I receive a notification for a failed payment?

Accepted Answer

If you received a piece of mail, email, or postcard indicating you had a failed payment, it is because we were unable to successfully process your payment using the method we have on file. To avoid a lapse in your coverage, please contact us and set up another payment method.

Heating and Cooling Maintenance

FAQs

Homeowners Insurance vs. Home Protection Plans

What Do Home Protection Plans Cover?