Frequently Asked Questions
Q: How will I know when my technician is arriving?
A: We use a software system called Notify. We can set you up depending on your preferences. You can receive text or email notifications when your technician is on the way, arrives, and completes the job.
Q: What is your warranty?
A: We use OEM guidelines for all our standard and extended warranty. Parts & Service warranty, applying to aftermarket repairs, will vary depending on component and duration of use. Typically, On-Site Material Handling offers a 60-day warranty.
Q: How often should I service my equipment?
A: Service intervals vary by unit, with some requiring more frequent maintenance than others. To determine your unit's specific interval, please refer to the operator’s manual for your unit. If you don’t have one, we’d be happy to order one.
Q: Do I need a certification to operate a forklift?
A: Yes, OSHA requires all operators to be trained by a qualified person before using the forklift. Operator certifications are valid for 3 years. On-Site Safety Training offers certification classes for all material handling equipment.
Q: Can I train my own employees in how to use a forklift?
A: Unless you are a certified trainer, having an operator's certificate does not permit you to teach others how to operate a forklift. Our On-Site Safety Training division offers training for a designated employee to become a certified forklift trainer, allowing you to handle certifications in-house at your convenience. Trainer certifications last for 5 years.
Q: How do I pay my bill?
A: Visit our website to access My Portal, where you can view your invoices, statements, and approved proforma invoices. We also offer ACH payment options, as well as a net 30 term upon credit approval.
Q: What do I do if my machine has a hard down?
A: If you have a hard-down situation, please contact your service department at service@on-sitemh.com or call Service at 208-319-6785 opt 1. We also offer 24/7 emergency services for breakdowns after hours or on weekends—so you’re always covered. Please note that additional emergency service fees apply.
Q: Do you offer transport?
A: We offer pickup and delivery services for both our rental fleet and customer owned machinery. Please contact our Rental department at rental@on-sitemh.com for any of your transporting needs.
Q: How do I know if my forklift tires are bald?
A: There is a solid line that runs the perimeter of your tire. Once it hits that line, they need to be replaced. However, if you observe chunking, cracks, delamination, or tire separation, please contact us immediately by sending us a message service@on-sitemh.com or calling 208-319-6785 opt. 1.
Q: Can I repair my racking?
A: Yes! If you have broken or damaged racking, contact us, and we'll send a team member for a site survey and a repair quote. Please note that not all racking can be repaired—if it doesn't meet safety standards, replacement may be necessary. Please contact our Sales Department at sales@on-sitemh.com to set up an evaluation.
