Services FAQs

1. Do You Provide Loaners or Rental Substitutions During Repair?

We provide rental substitution options if your equipment needs repair through Thompson Rents. Conveniently rent a replacement from our extensive fleet, and our expert technicians will repair your equipment so you can get back to your project as quickly as possible. Our team will help you find the right rental for your needs, so you can avoid downtime and stay productive.

2. Which Areas Do Your Technicians Cover?

Our field technicians proudly serve Alabama and Northwest Florida. Whether you need routine maintenance, emergency repairs, or a complex diagnostic, our team has you covered with quick on-site service wherever you’re located within our service region. You can find our branch locations and schedule services on our website.

3. What Information Should I Have Ready When Scheduling Services?

For a faster service experience, make sure you have your contact details, your preferred date of service, and crucial equipment details ready:

• Contact details: Have your name, phone, and email address ready for a smoother scheduling process.
• Date of service: Let us know a few dates or times that would work best for us to come in for services or for you to come to the shop.
• Equipment details: Provide the make, model, and serial number of your equipment, and a clear description of the service you need.

With this information, our team will help prepare your appointment and provide you with the best possible support. You can start the scheduling process directly on our website.

4. What Are Typical Service Lead Times and Estimated Costs?

Service lead times and costs will depend on the service you need, the complexity of the job, part availability, and our current service schedule. We encourage you to reach out to our service department directly so you can get a better idea of costs. Our team will learn more about your equipment needs and offer a detailed quote and estimated timeline for your service request. You can schedule a service online or contact us for a personalized assessment.

5. How Do I Schedule Equipment Service?

You can schedule equipment service by calling our dedicated team at 800-547-0760 or filling out the service scheduling form on our website. Just tell us about your equipment and the service you need, whether it’s routine maintenance, an inspection, or repair. We’ll arrange a time for a technician to assist you, whether at our shop or your location, depending on what works best for you.

6. How Soon Can a Technician Come Out to My Site?

A technician can come out to your site as quickly as possible. Our technicians across Alabama and Northwest Florida cover around-the-clock repair needs, seven days a week. To see when your technician will get to your site, reach out to our service department directly. You can also provide your equipment’s fault codes over the phone so we can dispatch the right technician with the right tools and parts even faster.

7. Do You Offer Emergency or Same-Day Service?

We know that equipment can break down unexpectedly, and that’s why we offer 24/7 emergency field service. Our technicians can come to your jobsite any day of the week and address critical issues as quickly as possible to prevent unproductive downtime.

8. Do You Service Generators, Marine Engines, or Forklifts?

Thompson Tractor services specialized machinery like generators, marine engines, and forklifts. We have a dedicated Power Systems division, with a full team of technicians knowledgeable on Cat power generators and industrial engines. This also includes marine engine solutions, specializing in customized propulsion and auxiliary packages for vessels. Plus, our Thompson Lift Truck division offers full service for forklifts from top brands like Crown and Hyundai.

9. Can You Diagnose Issues Remotely or By Phone or Video?

While we offer limited technical guidance remotely or through phone or video for basic inquiries, for more accurate and comprehensive diagnostics, we recommend an in-person evaluation at our shop or your location. This way, we can properly identify the issue and resolve it quickly, minimizing risks and maximizing equipment uptime. Cat’s VisionLink® can also remotely monitor your equipment’s fault codes and data, so you know when to schedule service calls even before an issue can occur.