About Us

What are your regular business hours?
•    Field Service: Monday–Friday, 7:00 AM – 3:00 PM
•    Office: Monday–Friday, 7:00 AM – 4:30 PM
•    Emergency Services: Available 24/7 via our on-call staff.

What If I Have an Emergency After Hours?
No matter the time or day, our technicians are available 24/7, 365 days a year—including nights, weekends, and holidays—to keep your critical systems running without interruption.

To help prevent delays during emergencies, we encourage establishing your account in advance. Our Customer Service Representative will provide a link to our Customer Management Platform, so you can get set up quickly and begin your journey to becoming a Preferred Customer.

Have questions? We’re always ready to help—just give us a call.

I’m a new customer…Can I Request Services?
Absolutely! We value new partnerships and strongly recommend setting up your account early to help avoid delays during emergency situations. Once your request is received, we'll provide a secure link to our Customer Management Platform, which integrates your information directly into our dispatch and accounting system, ensuring smooth and efficient service experience.

Important: Our office is closed during evenings, nights, weekends, and holidays. That’s why establishing your account in advance is so important. Requests submitted outside regular business hours may not be processed until the next business day.

I am a Corporate Client with Unique Needs and Want Crosstown’ s help, can we work together?
For Sure! If our standard service model doesn’t align with your organization’s requirements, let’s talk. We’re happy to explore customized solutions.

Give us a call at 651-645-7020—we’d love to discuss how we can best support your operations

How Do I Request Service?
The fastest way to request service is by calling 651-645-7020—we’re available 24/7 and your call will always be answered by a live Customer Service Representative. After hours, our trusted answering service will relay your request directly to our on-call technicians.
For non-emergency requests, feel free to email [email protected]. Please note that emails are monitored during regular business hours, and responses may be delayed outside those times.

Do You Offer Credit Terms?
Yes—we’re happy to offer credit terms to customers with a positive payment history and established relationship. Terms and credit limits are determined based on the information submitted to us through our Customer Management Platform.

How Do You Charge for your Services?
Great question! Our standard billing approach follows a Diagnosis & Repair model designed for transparency, control, and peace of mind. It’s delivered in three clear steps:

1.    Diagnosis & Site Visit
We begin by preparing a custom diagnostic quote tailored to your specific equipment and service needs. 
Once approved, a technician is dispatched to your site to assess the issue.
2.    Repair Plan
If a problem is identified—such as a failed motor, compressor, or control board—we provide a second, detailed repair quote outlining the recommended scope of work and associated costs.
3.    Repair Completion
Upon approval of the repair plan, our technician will either:
•    Remain on site (if parts are available), or
•    Return promptly with the necessary components
In both cases, we ensure your systems are restored to efficient and reliable operation.

If your operational needs are more specialized, we invite you to explore our Preferred Customer Program, which includes:
•    A Comprehensive Planned Maintenance Plan
•    Access to discounted rates and priority scheduling
•    Flexible terms, including potential Time & Material billing options

We’d love the opportunity to build a tailored partnership that supports your success.

How Does Your Service Management Software Work?
We use a premier service management platform designed to deliver a seamless experience for both you and our technicians—enhancing productivity, efficiency, and convenience across the board.

Service requests are organized as Jobs, each containing one or more Visits to your location. Every visit is digitally assigned to a technician’s mobile device, where service activities are logged in real time.

Jobs are scheduled on a first-come, first-served basis, with emergency situations prioritized.

During your visit, you may notice our technicians entering information into their phones—rest assured, they’re focused professionals.

No distractions, no games—they’re not catching Pokémon. They’re entering detailed asset data, documenting service history, and capturing notes to support future repair vs. replacement decisions. This helps you make informed, cost-effective choices over time.

To make your experience even smoother, invoicing is handled electronically with a secure pay link. You’ll have the option to save your banking or credit card info—keeping you in control with fast, easy payment options.

Are There Miscellaneous Charges?
Yes—but rest assured, we don’t believe in nickel-and-diming our customers. You’ll only be billed for essential costs associated with operating a mobile service business.

For example:
•    A mandatory truck charge per visit covers overhead, vehicle use, fuel, maintenance, and insurance
•    Additional charges may apply for:
•    Leak detector usage
•    Shop and electrical supplies
•    Hazardous material disposal and recycling, if required

We’re committed to transparency—every charge is purposeful and clearly communicated.

What If a Technician Needs to Return?
Our service trucks are stocked with commonly used parts to resolve most issues during the initial visit. However, if specialized equipment or components are required, a return visit may be necessary. When that happens, your dedicated technician will return with the correct part—and the project will keep moving forward without missing a beat.

Do You Provide a Warranty for Product Loss?
Crosstown Mechanical does not offer warranty coverage or reimbursement for product loss resulting from equipment failure, even in cases where we have performed repair or maintenance services. Mechanical systems can and do break down—so it’s essential to regularly monitor temperatures.

For clients seeking added peace of mind, we offer monitoring solutions that you manage independently. If you'd like to explore these options, please contact us. We're happy to help you find a solution that fits your needs

When and How will I receive my invoice?
Invoices are sent via email upon completion of your project. Your Invoice will include a brief service summary.

Can I get a job report along with my invoice?
Absolutely! Service Details, equipment information, recommendations and often photos of work performed will be provided in a separate “Job Report” provided along with your invoice or separately upon request.

Please feel free to reach us at 651-645-7020 if you have any other specific questions.

We look forward to partnering with you and your team!