Frequently Asked Questions

What can I do if I do not understand my bill?

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

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,

What forms of payment do you accept?

Generally, our customers are required to pay via ACH. Otherwise, we accept Credit card (American Express, Discover, MasterCard, and Visa), Debit card, Cash, Check, Money Order, or the Customer Online Portal.

I want to add a new product or equipment to my account. Who do I call?

We would love to assist, feel free to call, text, or email your representative, call our office or email

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.

Is there a limit to how much inventory I can have, especially for a particular item?

No. Your EMS Representative tracks your inventory over a period using their route card so they can better forecast what your future orders may be. If you would like to ensure you always have extra on-hand of a particular item, let your EMS Representative know before your next delivery so they can add it to their notes.

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

Send an email with the name of your business and the products you need to

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.

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.

What is a commercial dishwasher?

Used in various establishments such as restaurants, bars, schools, hospitals, nursing homes, churches and more, commercial dishwashers, either high temperature or low-temperature, clean and sanitize dishware, glassware, and utensils in rapid time with hot water and chemicals. Sizes for commercial dishwashers vary and depend on their intended use.

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.

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.

Can I purchase products occasionally without being on a set service/delivery schedule?

Yes, we have many customers that call-in as they need a product and will happily deliver the product when a Representative is in the area. Otherwise, we can ship it (depending on the product). We kindly ask that a 2 or 3-day notice be provided when a product is needed, so we have time to arrange a delivery.

Can I choose when to be serviced by my EMS Representative?

We service our customers every four weeks. We accommodate to the business hours and specific requests the best we can, but for our Representatives to maintain the remainder of their route schedule, their route week is planned well in advance. Their days can quickly change due to service calls or other issues that arise while on their regular route; if you would like to discuss any specific requests contact your EMS Representative directly.

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.

Is there a specific value needed for a minimum order?

No. We do not have a minimum order.

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 maintenance on the dishwasher, while it is still working, that decreases emergency service calls, breakdowns, and extends the life of the dishwasher or glasswasher.

What is the daily procedure for cleaning the dishwasher?

Daily dishwasher maintenance, after each shift, should consist of the thouroughly rinsing the inside and outside of the machine, rinsing wash and rinse spray arms (without end caps on) to remove any debris or clogs, any dishwasher curtains should be removed and cleaned as well as any scrap trays. As necessary, delime the machine according to the product instructions. The dishwasher should be left clean with the doors open overnight.

Why is pre-scraping important?

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.

Billing & Account
Certification & Award Meanings
Preventative Maintenance