Frequently Asked Questions

What forms of payment do you accept?


• Check

• Credit Card (American Express, Discover, MasterCard, Visa)

• Debit Card

• Cash

• Money Order

• Customer Online Portal

Who do I contact if I do not understand my invoice?

Our representatives are here to support you. Feel free to call, text, or email your representative, call our office or email

My restaurant is moving to a new location, how can I transfer my EMS service?

Congratulations on the new location! Call your EMS Representative and let them know. Otherwise, call our office at (319) 665-2216, and we will be happy to help get a Work Order started for your transition.

I am going to be closing my business, what do I have to do to get the service disconnected?

We hate to see our customers go! If you are closing or relocating your business, let us know the landlord’s name, mailing address, and phone number, and when the last date of activity will be at this location.

I'm tax exempt. How do I get my account updated?

Please fax your tax exemption certificate or paperwork to 844-325-0404 or email the PDF to Melissa,

How can I get the Safety Data Sheet (SDS) for the products I get from you?

Check out the product section on our website, select the product you are looking for and download the SDS or send an email with the name of your business and the products you need to Melissa at

Is there a difference between a dishwasher and glasswasher?

Glasswashers delicately clean glassware items such as champagne flutes and dessert glasses whereas dishwashers clean dirty utensils and plates at a higher temperature and are less fragile with delicate glassware.

What is the difference between a high-temperature and low-temperature dishwasher?

A high-temperature dishwasher uses water heated to 180° F to clean and sanitize the dishes whereas a low-temperature dishwashers water only gets between 120 – 140 ° F, which is not hot enough to clean and sanitize therefore a sanitizing product is necessary.

Can I receive an estimate for the cost of services, products and equipment before I receive them?

Yes. We provide FREE in-person consultations to see the layout of the kitchen and discuss products, desired results, past issues, and, if necessary, a budget. We also generate ideas to help streamline your kitchen, and other business needs saving you time and money.

Can I wash floor mats in the dishwasher?

No. Prohibited by FDA Food Code in section 6-501.15, floor mats can carry various bacterias and soils into the dishmachine, and this should not happen in dishwashers used for public eating utensils.

What is preventative maintenance?

Regular preventative maintenance ensures the machine properly operates, reducing costly repairs and downtime and extends the life and value of the machine.

What is the recommended daily dishwasher cleaning procedure?

At the end of each business day, use the following guide to clean the dishwasher for the next day’s use.

1. Turn the machine off, open the machine door(s) and drain it by lifting the drain lever

2. Remove and empty scrap baskets and screens, wash them removing any debris and rinse thoroughly

3. Rinse the inside of the dishwasher (use a pre-spray hose if available). Remove any food soil on the interior dishwasher walls, corners, or door guides using a gentle brush or cloth and rinse again

4. Check for worn curtains or any other visual obstructions

5. Spray arms should be removed and cleaned to ensure they are free of food soil, limescale, and seeds

6. Reassemble all parts removed from the dishwasher

7. If necessary, delime the dishwasher

8. Wipe down the exterior of the dishwasher with a soft cloth and cleaner safe to use on stainless steel

9. Leave the machine door(s) open to allow to air dry overnight

What is proper prescraping?

It is important to remember the dishwasher is not a garbage disposal. Therefore, any food residues or waste entered not adequately pre-scraped or pre-rinsed off of plates, pots, pans, baking sheets, silverware, cutlery, glasses will create poor results.

Why is the dishwasher continuously running?

The delime switch is in the wrong position, check to make sure it is in the normal position. Otherwise, lift the door, if it does not stop it may be a faulty door switch. If it stops, it may be an auto-start relay switch.

The water temperature is below 120°F, why?

The dishwasher thermometer could be defective, or the water supply heater for the incoming water needs to be turned up.

Why won’t the dishwasher start, nothing is working?

Make sure the dishwasher did not trip the circuit breaker if so, turn it back to normal. Check to make sure the master “on/off” switch is operational.

Why is there little water coming from the spray arms?

Should the wash and rinse arm become plugged with food or lime build up, they do not adequately function. Make sure the spray arm jets are free of obstructions by unscrewing the end caps and flushing them with water. Also, make sure each spray arm freely turns inside the dishwasher.

Why is water spraying out from the top of the dishwasher doors?

There is more than likely a bent or missing end cap from the spray arm causing the water to splash out of the machine openings.

Why is there foam in the dishwasher?

Manually washed dishes, glasses, and utensils not rinsed adequately removing the liquid soap can create suds. Alternatively, Rinseayde can foam at water temperatures below 120°F; it’s best to maintain 130 – 140°F water temperatures, this will also cut through grease and food soil better.

When I change chemical buckets, do I have to prime the lines again?

Yes, always prime the supply line so chemical is available for the next cycle.

Does the machine need to be turned off every night?

Yes. It is always best to turn off any electrical equipment when it is not in use or when the business is closed.

What does "ETL Sanitation" mean?

According to Intertek, an ANSI-accredited certified business, all food service equipment sold in the United States and Canada must demonstrate compliance with applicable national sanitation requirements (NSF), once compliant Intertek issues their proprietary ETL Sanitation Mark allowing the sale of the equipment in the United States and Canada.

What does "Energy Star" mean?

The government-backed, Energy Star symbol allows consumers and businesses to identify quickly cost-effective and environmentally conscious products and equipment. The U.S. Environmental Protection Agency (EPA) ensures, unbiasedly, each product and equipment is certified based on quality, performance, and savings to the end user.

What does "NSF" certification mean?

The National Sanitation Foundation (NSF) develop public health standards and certification programs that help protect the world’s food, water, consumer products and environment. NSF certified products ensure the company complies with strict rules and procedures through every aspect of the product’s development. Any “NSF certified” or “NSF listed” products, inspected and tested, require regular on-site inspections of manufacturing facilities and regular re-testing of products to ensure they continue to meet NSF standards.

What does "Green Seal" mean?

Green Seal Certification ensures products meet performance, health, and environmental criteria according to the Green Seal Standards GS-01 Sanitary Paper Products Standards. Certification backs up a manufacturers environmental claims and allows purchasers to quickly identify products proven to be safer for human health and the environment.

Billing & Account
Certification & Award Meanings