A Customer Bill of Rights

Many of us remember a time when life was simpler, and people trusted one another more. Today, things have changed, and many businesses need to catch up. Modern home repair companies work differently than they did in the past, and we believe you deserve the best.

Here is a list of services that YOU, as a homeowner, have the right to expect from any home repair company today:

1. Real People Answering the Phone.
   Isn’t it frustrating to get a machine when you need help fast? Like when your basement is flooding or your heating isn’t working on a cold day. You start to wonder: How long until they call me back? Will they even call me back? Should I wait or call someone else? We will answer our phone and will schedule a your appointment.
2. Friendly and Professional Customer Service.
   Talking to a real person doesn’t mean much if they are rude or don’t know what they’re doing. Have you ever felt like the person on the phone thinks they’re doing you a favor by listening? Or worse, have you argued with someone you’re trying to give your business to? You have the right to be treated with respect and kindness by every employee of any company. If you don’t get that, it’s time to call someone else. Our team members provide friendly and professional customer service.
3. Convenient scheduling.
   Most households now have two working adults, so service companies need to offer flexible hours. The best companies won’t say, “We’ll be there sometime soon.” We work around your schedule and give you an estimated time of arrival. If we’re going to be early or late, we’ll call you.
4. …Offer service agreements.
   "An ounce of prevention is worth a pound of cure." This is true for your home’s health, too. Many modern companies offer maintenance agreements to prevent big breakdowns and keep your plumbing, heating, and electrical systems working well. This also helps companies spread out their work throughout the year.
5. Upfront Pricing.
   Many companies now use flat-rate pricing, which means you know the full cost of a job before work begins, no matter how long it takes. No more surprises. Most of these companies charge a small fee to diagnose the problem first. Our technicians will provide upfront prices so you will know how much the repair will cost before we start working and our home visits are free. We do not have a dispatch or a trip charge.
6. Guaranteed Work.
   A good company will guarantee its labor and materials for at least a year, sometimes longer. If something breaks within that time, they’ll come back and fix it for free. However, this guarantee doesn’t cover products you bought elsewhere, which is understandable. Some companies also offer extended warranties that cover products for an extra year or even a lifetime. We offer one year warranty for the repair we do some larger purchases will have even longer guaranties.
7. Protecting Your Safety.
   Top companies know how important safety is, so they screen their technicians for criminal backgrounds and drug use. They provide their workers with company uniforms, badges, and business cards. They also make sure their vehicles are visible, so you know who’s at your door. Our technicians have passed a background check and tested for drug use.
8. Respect for Your Home.
   If a worker shows up with muddy shoes and messy clothes, don’t hesitate to send them away. A good company keeps its vehicles and equipment clean and makes sure workers follow strict appearance rules. Their technicians are trained to leave your home as clean as they found it—if not cleaner! We use gloves, boot covers, drop cloths, and vacuums to avoid leaving a mess. You have every right to expect this.
9. Ongoing Training & Certification.
   With new technology and regulations, service work is more complex than ever. Plumbers need to know both old and new systems. Plumbers and Electricians must keep up with changing codes. Heating and cooling technicians must handle high-tech equipment and be certified to handle certain materials. Our company invest in ongoing training for their workers, not just in technical skills but also in customer service. A company that doesn’t invest in its employees’ education isn’t one you want to hire.
10. Handling Complaints Professionally.
    Even the best companies make mistakes. The true sign of a top company is how it handles complaints. Do they listen to your concerns or argue? Do they seek the facts or become defensive? Do they stay polite even if you’re upset, or do they dismiss you? The best companies work just as hard to fix complaints as they do to attract business. They want you as a customer for life, not just for one job

By the way, if a company asks for a testimonial or referral, it’s their way of saying, “We’ll do all we can to make you happy.”