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While emergency situations are rare, when they occur, prompt response is essential. Our trade contractors or your local utility company will provide an emergency response to certain situations 24 hours a day.


Evaluate the Situation

An emergency service situation is defined by an occurrence of one or more of the following conditions:

  • Total loss of heat when the outside temperature is below 50 degrees Fahrenheit
  • Total loss of electricity
  • Total loss of water
  • Plumbing leak that requires the entire water supply to be shut off
  • Gas leak

Note that if a service (gas, electricity, water) is out in an entire area, attention from the local utility company is needed. Unfortunately, trade contractors are unable to help with such outages.

If you are experiencing one of these conditions, please continue to the next step and Troubleshoot the problem.

If you are not experiencing one of the conditions identified above, during business hours, please call Schell Brothers Customer Service to report the issue and request service.



Please refer to the individual categories in your Homeowner’s Manual and review the troubleshooting tips. Often the appropriate action by you can solve a problem immediately or mitigate the situation until a technician arrives.

The tips address several of your home’s components such as:

  • Air conditioning
  • Electrical
  • Heating system
  • Plumbing
  • Roof Leak
  • Tankless Water Heater


Contact Appropriate Contractor or Utility Company

If your review of the Troubleshooting Tips fails to solve the problem, please call the appropriate trade contractor or utility company directly. Their phone numbers are listed on the Emergency Phone Numbers sheet in your Homeowner’s Manual.

This will provide you with direct communication of your situation to the appropriate trade contractor or utility company, and provide the most prompt response.


Follow-Up with Schell Brothers Customer Service

Please call our Schell Brothers Customer Service office during business hours to document your emergency.

Schell Brothers Customer Service
Business Hours: M-F, 8am-5pm
(302) 226-4215

We want to ensure we are aware of your emergency and particular situation and if needed, follow-up with our Customer Service technicians.

Appliance service is provided directly by the manufacturer. If you are experiencing a problem with one of your General Electric appliances, please contact GE directly to schedule a service appointment. For prompt service, please ensure you have the appliance’s Model # and Serial # and the closing date on your home. By contacting GE directly, this will allow you to schedule an appointment for immediate service.

The manufacturer of your appliances employs trained technicians who are qualified to service the appliances. In fact, because the internal mechanics of appliances can vary from brand to brand, many appliance manufacturers will void their warranty if someone other than one of their certified technicians works on the appliance. The manufacturers’ customer service phone numbers are listed in the use and care materials for each appliance. For your convenience, we have included an Appliance Service information sheet in the "About Your Home" section of your Homeowner’s Manual.

Remember to mail in any registration cards you receive with the manufacturer’s materials. Being in the manufacturer’s system assures that in the event of a product recall, the company can contact you and arrange to provide the needed correction.

General Electric
1-800-GE-CARES / 1-800-432-2737

Your warranties on your GE appliances are for three years; refer to the literature provided by the manufacturer for complete information.