Home Care and Repair

"We definitely did not handle several parts of this project as well as we should have. Unfortunately, we weren't able to schedule the job any quicker than 3-weeks because we were booked solid, but when we knew we wouldn't have enough time that day to complete it, we should have created an alternate date immediately instead of touching-base 1-1/2 days later. Also, when the customer sent (2) pictures of the room below but not the attic-space where the work would actually be done, we should have clarified and requested a few more attic-specific photos to more clearly understand the scope and details better. We also should have pro-actively rescheduled the job to a day when the temp outside wasn't 98, making the attic over 125 degrees; and we should've explained our process of seeing the job-site first, then leaving the site to get the required and the correct materials, so the customer didn't feel that we were unprepared. For those things, we apologized and offered to make it right however we could, but understandably, she declined. But we continue to use situations like this to make us a stronger and better company."

"At Home Care & Repair we provide 2 types of estimates: Rough Estimates & Exact Estimates (or both). Rough estimates are based on industry averages, given as a price "range" by phone or text, and help customers determine approximate charges for our services. Exact estimates are based on a formal on-site evaluation, photos, and measurements. If we provide a customer with an Exact Estimate and he/she wants to move forward, we require that they RE-review and then approve the estimate online; then we schedule the work to be done. Bethanie received BOTH a rough estimate & an exact estimate for the installation of a storm door, which she approved & signed. While waiting for the storm door to arrive, she requested an Exact Estimate for the installation of (6) window shutters, which she also reviewed & approved online. We did both jobs as agreed - Bethanie said everything was great except one of the shutters was not quite level, so we came back to fix it (no charge per our warranty). We invoiced Bethanie for both jobs (combined) and she claimed we charged her double even though we charged her for the agreed/approved amount for the door installation AND the agreed/approved amount for the shutter installation, combined into one invoice for her convenience. When she called upset, I reviewed each estimate with her, the date & time it was provided, and showed her individual signatures of approval for each...and this review was her response. Interesting."