The Four Biggest Complaints We Hear about Home Repairs (and How We Solve It!)
Why is getting a simple home repair done so challenging? How is it that something that is seemingly so small can lead to such a big headache? The good news is you can have an excellent home repair experience. The bad news: we've heard from many of our clients that their past experiences ranged from frustrating to nightmarish. Ultimately, four issues will get in the way of you getting your home repairs done. Here’s how we solve them.
Issue #1: I can't get anyone to give me an estimate!
We hear this complaint about home repairs all the time. The first challenge is that unless you're looking for a specialist (plumber, electrical, HVAC), finding the right contractor can be hard to find in the first place. Once you find someone, it's an endless game of phone tag, texts, and pleading to get them to show up. Finally, you have someone show up, take a look at the repair, and promise to send something to you soon. The problem with this is, for the most part, that the contractor needs ten other places on jobs that are already in process. You may get the estimate, or you may not.
Our solution: A repairs estimating process YOU control.
Full disclosure: We charge a service fee for all estimates. We provide thorough assessments and detailed estimates for requested services in the same way your doctor writes a prescription. We feel you should pay for the value we seek to provide. However, when paying for a service, you're entitled to an estimating process that allows you to control when and how you get an estimate.
You can provide all the critical information needed for your home repair via a short inquiry form online.
We'll send you a scheduling link for an assessment at your convenience.
We'll provide a deadline that you'll receive your estimate by (sometimes the next day, typically 3-5 business days at the most)
Issue #2: I have no idea when they will show up!
If only getting the estimate was the hard part. In our experience, one of the common refrains we hear from clients who've had poor experiences is that the contractor's level of communication was minimal to nonexistent. This meant they either were frustrated because no work got done, frustrated because the contractor showed up unannounced, or frustrated at the stop/start nature of the repair itself.
Our solution is to overcommunicate and only schedule once you can complete the repair.
In the hundreds of repairs we do every year, one bit of feedback we've never gotten: "There was a little too much communication." We understand that with a home repair, communication equals client confidence and peace of mind. Secondly, if part of the repair requires materials that will take some time to order (a door, window, fixture, etc.), we won't start the project until we can move through efficiently to completion. This minimizes our time in your house, and no work gets left half done with no clear end in sight. Our key solution to both these problems is that we have a dedicated project manager who oversees all communication and scheduling on our home repair projects, so you'll always have a point of contact for any questions you may have.
Issue #3: I feel like I'm running this project! Who's actually in charge?
While it's typical to have a project manager overseeing a larger renovation or remodel project, often, it feels like the client is stuck with managing a repair. It'll all fall on you if multiple trades, construction materials, and fixtures are involved without a point person. Not only is this unfair to you, the client (you're paying for this!), but you're also the least experienced person (understandably so), which can lead to delays and mistakes due to your lack of experience.
Our solution: project management and site supervision.
Particularly in large-scale home repairs (multiple trades involved, taking multiple days), you need someone to make sure all the materials are getting ordered and delivered, and you need someone who is experienced in overseeing the repair as it's happening. We have a project manager and field director to ensure the planning, execution, and quality of your home repair is top-notch. You turn the keys over to us, and we'll take care of everything.
Issue #4: They left, I'm having more problems, but I can't get them to come back out!
One of the most unfortunate (yet earned) stereotypes in the construction industry is that "they didn't actually fix the problem, and now I can even get them on the phone!". Now, part of the responsibility of the homeowner is to make sure they trust their contractor before they accept an estimate rather than going with the cheapest option (you get what you pay for). However, you are paying for a problem to be solved, and it should be solved.
Our solution: the "your home is like the human body" approach and work warranty.
No home repair is the same, so while a repair may seem straightforward, it's more like medicine. We estimate and execute the repair to provide the most cost-effective approach to remedy the root issue causing the needed repair. In the same way that an achy knee may need ice and rest, physical therapy, or surgery, a repair may be a straightforward fix (the ice and rest), or there may be substantial underlying issues needing to be addressed (the surgery option). Lastly, for all our repairs, we provide a warranty for all our work, meaning that if the repair needs to be revisited, you know we're only a phone call away.