Do you provide automatic recurring maintenance service?
Yep! We have all types of options for automatic services and would be happy to set you up with routine visits at the proper frequency so you can take “Remember to schedule service” off your to-do list. Contact Us for more information.
What do you recommended as preventative maintenance, and how do I know what’s right for me?
Short answer is: totally depends. If you’re a restaurant that experiences yearly drain line clogs, for example, you’re probably best off with a yearly jetting service of your interior lines. Give us a call and we can give you some advice specific to your business, free of charge.
Are you available 24/7 for emergency service?
You bet. You can call us up and talk to a real person 24/7 (take that, cable companies!) and we always have an extensive fleet of managers and senior technicians ready to come service your business at a moment’s notice.
I have multiple locations — can you service all of them?
We’d be happy to! With the largest fleet in the business, many of our clients use us in all their locations throughout the region.
Is Holiday and Weekend service available?
Please. Need you even ask? Flow backups/clogs, line breaks, and sewerage system failures don’t always happen at convenient times. With that in mind, yes — we’re available any time of day or night, holiday or not.
Is a PO or formal agreement required in order to secure Wind River services?
While we’d certainly appreciate a PO or agreement, we understand that fixing an emergency in the moment is a higher priority than paperwork. We make sure to employ a team of administrators that can help sort things out with municipal purchasing departments after-the-fact.
Do you do electronic invoicing?
We consider having up-to-date technology in all parts of our business a priority, so electronic invoicing is certainly something we do. Our accounts department is quite experienced with all types of invoicing practices and can comply with any invoice requirements you have.
Do I have to fill out a credit application?
Nope — we usually don’t require a credit check before your first service. However, please check with our customer service department for more details.
Do you provide an estimated time of arrival on the day of service?
We know you don’t have time to wait around, so we make sure to provide estimated arrival times (and stick to them!) Feel free to call our customer service center at any time to get an estimate of when we’ll be there.
Will I have a dedicated sales or account manager who I can call with concerns on my account?
If you need an account manager just for you, not a problem — we’d be happy to assign you a commercial account rep that you can call up anytime.
Grease Trap Service Questions
How often should I get my inside grease trap serviced?
This one depends on your trap condition and how much grease your business produces. As a general rule, the state of Massachusetts requires service every 90 days.
Do you install inside grease traps, and how much do they cost?
Installing inside grease traps usually requires a licensed plumber. Luckily, we’ve got a bunch on staff! Our plumbers have all the qualifications needed for an install. Give us a call for a free quote! Pricing is typically dependent trap size and location.
Why is my inside grease trap backing up if you just cleaned it recently?
Sounds like you’ve got a clog! If you were recently serviced then this is probably a call for our Drain Cleaning team. Give us a ring and we’ll be right over!
Why do I have odors in my kitchen?
Assuming you’re not cooking a garlic and sauerkraut stew, odors in your kitchen probably point to needing a new gasket or some jetting work. One of our technicians can use a nifty tool called a “snifter” to pinpoint the exact location of the smell and figure out what service you need to get your kitchen smelling rosy again.
How do I keep foreign objects out of my grease traps?
Much like with mosquitos, screens or strainers over your sink drains will do wonders. Proper screens are important — ask your WRE drain technician about the right choice for your business. It’s always a best practice to scrape food into trash cans. For more best practices, sign up for our free Kitchen Best Practices sign.
Do you comply with State and Board of Health regulations, which require service logs?
We don’t skimp on paperwork. Our service technicians are highly trained in your local and state logging requirements and will make sure to keep and submit all appropriate records.
What is a sugar snake and what can be done to control this?
One of the most fearsome beasts you’ll encounter in a kitchen, a sugar snake is a congealed glob of sugar residue that builds up over time and can clog your drain pipes. We recommend installing Pro Clean, an automatic dispenser of a liquid enzyme, to help break down the buildup. We can customize the dispenser frequency to your needs — just ask!
Outside Service Questions
How often should I get my outside grease tank serviced?
This one depends on your tank condition and how much grease your business produces. (If you run an 80’s style hair salon, you’re probably going to need more frequent service.) As a general rule, the Board of Health usually requires quarterly servicing.
What is Drain Master?
Often confused with a sewer-dwelling superhero, Drain Master is actually an enzyme that helps break down grease and keep your system flowing well. Talk to your Wind River technician about the right amount of Drain Master for you system.
Why pump the whole tank, can’t you skim it?
While skimming sounds like an easy fix, it actually misses the bigger part of the problem — sludge at the bottom of the tank. As your tank ages, a sludge layer that isn’t dealt with will put you at risk for a backup.
What is a filter?
We recommend filters as part of our 3-Step Maintenance plan for a healthy system. Filters are installed in your outlet tee and act as a strainer, keeping out hair, grit and grime from your tank and leach field lines.
How often should I have septic pumping service?
Usually, every one to two years. For older or higher volume systems more frequent pumping may be needed, and the frequency can also be affected by use levels and how much water you’re handling.
What is not good to flush down the toilet?
Pretty much everything! Besides one-ply toilet paper and human waste, anything puts your system at risk. (Even goldfish!) Soaps and cleaners will end up in your septic tank, too, so remember to use green products that will keep your system happy.
Do you recommend bacteria and if so what is that actually doing, especially, if I pump monthly?
Bacteria can actually be a helpful part of your system and actually improve the lifespan of your system. Household cleaners can kill bacteria, though, so we do recommend the use of bacterial additives. One exception — if you pump monthly, talk to us before using bacterial additives as they might not be needed.
Do you have special pricing for contractors?
We have service contracts available for frequent commercial customers. Please talk to our Commercial Sales Team for specifics!
How many gallons does your truck hold?
Our fleet varies, but our biggest trucks hold a walloping 9000 gallons! The standard size for services, though, is a 4800-gallon pump truck.
Can you send multiple trucks at the same time?
Sometimes one truck won’t do the trick. If needed, we’ll send as many trucks as it takes.
Drain Cleaning Questions
What can I do to prevent floor drain backups?
Screens on floor drains help keep out debris. Of course, making sure to keep mop strings, gloves, and food away from drains and avoiding dumping grease in the lines is your best line of defense!
What is not good to pour down the drain?
Any thick or sugary liquids (sorry, molasses) are usually bad things to put down your drain. When in doubt, throw it out— No food particles should go down your drain, so make sure to scrape plates into the trash.
Can you video inspect any line? What are the limitations?
Barring super heavy blockage or heavy cloud liquid that would block our camera, we should be able to get video inspections of any lines you have.
Snaking vs. Jetting: What’s the difference and how do I decide?
Jetting is usually good for soft blockages (grease, paper, etc.). A snake, on the other hand, can help clear harder blockages like hair or roots. We’ll determine the best method depending on where the cleanup access is, the length of the line, and if you’re scared of snakes or not (just kidding!).
Can you jet inside the store? How messy will this be?
You bet. We’ll do this after your normal business hours, though, and make sure your business is spotless before you open up.
Plumbing Service Questions
Do you do sample testing for the Narragansett Bay Commission?
Yes! Contact our customer service center and we will set up an appointment for you lickety-split.
How do I prevent freeze up in my lines?
When the temperature goes below 30 degrees, start a slow stream to the bathrooms that are affected. Check that the sink is not clogged to prevent any overflow!
How long do hot water heaters last?
Electric or gas fired water heaters last approximately 10 to 12 years; oil heaters last slightly longer. Make sure to get regular checkups to prevent repairs and help extend the life of your system. Additionally, be aware of the manufacturer’s warranty as it can vary from company to company.
How long do ejector pumps last? How long do sump pumps last?
The lives of ejector pumps and sump pumps vary—they could last 3 years or last 30 years. This will depend on the quality of the pump and whether it pumps water, grease, or caustic liquids. To maximize the life of your ejector pump, we recommend a yearly inspection.
Where is the main water shut-off located?
The location of a main water shut-off in a commercial setting varies, depending on where the water main comes into the building. However, typically it would be located near the water meter inside the building.
I have low pressure at my faucet, what would cause that?
It’s possible that the Aerator (screen) may be clogged, leading to less water pressure. Follow up with our customer service team for additional information.
Why is my hot water running out way too fast?
First, check out all faucets for cross connections; make sure all mop faucets and 3-bay faucets are off completely, not just shut off so that they sanitize machines. If you are not seeing results, contact our customer service team.
Other Service Questions
Can you empty catch basin with debris?
Most catch basins with debris should be no problem. To be certain, though, give our customer service team a call.
Do you provide Hy Vac services?
We sure do. Give our customer service center a call to set up an appointment.
How often should I clean a Storm Drain?
Storm Drains should be cleaned yearly. Generally, try cleaning before winter to avoid any issues with ice in the drains.
What size lines can the Hy Vac accommodate?
Glad you asked. Our Vactors can jet up to a 30-inch main line standard and we also have specialized cleaning capability for main lines up to five feet.
Can you handle large weather events?
Of course! We have a state-of-the-art fleet of Hy-Vac trucks, pump trailers and support equipment with highly-trained technicians to respond to all your emergency needs.
Can you clean grease and sludge build-up on floats and transducers?
We certainly can. We clean lift stations of all sizes and configurations and handle line clearing for any float or transducer. Bypasses can be performed if needed, and all of our technicians are C.S.E trained to perform tasks needed to keep your lift stations ship-shape.