Help

Tracking your request

Every request you send us — an estimate, a service call, a question — gets a reference and a place on your dashboard. Here is how to see it, what the status means, and what to do if something does not look right.

From form to dashboard, in four steps

Send your request.
Fill in one of our forms — a free estimate, a service call, your request basket or a message. We ask for your email because it is how you sign in later; the office still calls you on your phone.
Keep your reference.
The confirmation screen shows a reference like BQ-260921-AB12, and a copy goes to your inbox. Quote it whenever you call; it takes the office straight to your request.
Go to your dashboard.
Press Go to Dashboard on the confirmation screen, or choose Sign in at the top of any page. Enter the same email address and we send you a sign-in link — there is no password to create or remember.
Watch it move.
Open the link and you land on your dashboard, with every request you have sent us and where each one has got to. It is the same on your phone and your computer.

What each status means

Statuses are updated by the office as your request moves along, so the dashboard reflects what has actually happened rather than an automatic guess.

Received: Your request has reached the office. Nobody has called you about it yet — expect a call to arrange a time, usually on the number you gave us.
We have been in touch: Someone from the office has called or emailed you about this request. If you missed the call, ring us back and quote your reference.
Booked in: A visit is arranged. If anything changes at your end — access, timing, a new symptom — call so the technician arrives with the full picture.
Closed: This one is finished: the work is done, the question is answered, or you decided not to go ahead. You can send a new request at any time.

Your details, kept to you

Your dashboard shows only requests sent with your own email address, and only after you have proved you can open that inbox. What you see is what you told us: the job, the address, your notes and the status. The office's internal notes and the names of the staff who handled your request stay with the office.

We never tell anyone whether an address belongs to one of our customers. Whether or not we have a request from the address typed in, the answer on screen is the same — so nobody can use the sign-in form to find out who we work for. Sign-in links expire quickly and work once, and signing out ends the session at once. Our privacy notice has the full detail.

Common questions

I sent a request but it is not on my dashboard.

The dashboard lists requests by the email address they were sent with. If you are signed in with a different address — a work email, or a partner's — sign out and sign in with the one you typed on the form. If the confirmation screen told you the request could not be added to online tracking, the office still has it by email; call and quote the reference.

The sign-in link says it has already been used or has expired.

Each link works once and expires after 15 minutes, for your security. Some email services open links automatically to scan them, which can use a link up before you click it. Ask for a fresh one on the account page and open it straight away, on the same device if you can.

The link never arrived.

Give it a few minutes and check your spam or promotions folder — it comes from brabham-hvac.com. We only send links to addresses that appear on a request, and we limit how many can be sent in a short time, so asking repeatedly will not speed it up. If nothing comes, call (912) 858-3737 and we will look your request up by phone.

Can I change or cancel a request from the dashboard?

Not yet — the dashboard is for seeing where things stand. To change a time, add details or cancel, call the office and quote the reference shown on the request. It is quicker than it sounds, and a person can sort out what a form cannot.

Is this an order? Will I be charged?

No. A request asks us to get in touch; it is not an order and carries no price. Repairs are priced after a diagnosis and before any work starts, and replacements come with a free written estimate. See how it works.

What about my saved jobs and searches?

Those are kept in your browser rather than in your account, so they stay on the device where you saved them and disappear if you clear your browsing data. Your requests are different: they are held by the office and appear on any device once you sign in.

Ready to check on a request?

Go to Dashboard Call (912) 858-3737