Complaints Policy

Most problems are quickest to solve by talking to us. Call 385-354-6046 or email [email protected] and describe what happened. If it relates to work at a property, include the address and the approximate date so we can find the job.

• Your name and the best way to reach you.
• The property address and roughly when the work took place.
• What went wrong, in your own words.
• Photographs, if the complaint concerns work on the property or damage.
• What outcome you're looking for.

1. We acknowledge it. We'll confirm we've received your complaint and tell you who is handling it.
2. We look into it. That usually means talking to the crew who did the work, reviewing what was agreed in the estimate, and where necessary coming back out to look at the property.
3. We respond. We'll explain what we found and what we propose to do about it. If we got something wrong, we'll say so and put it right.
4. If you're still not satisfied, tell us. We'll take another look and give you our final position in writing.

• We'll treat your complaint seriously and without defensiveness.
• We'll not treat you differently for having complained.
• We'll be honest with you about what we found, including when the answer is that we do not believe we were at fault.
• We'll keep what you tell us confidential, other than where we need to share it to investigate or where we're legally required to disclose it.

If your work was carried out by an independent provider your inquiry was referred to, tell us anyway. We'll pass the complaint on and tell you who is responsible for handling it. Our Referral Marketing Disclosure explains how referrals work.

If your concern involves an immediate safety risk, such as unstable material left on a property, damage affecting a structure, or anything involving power lines, call 385-354-6046 rather than emailing, and contact emergency services or your utility first if anyone is in danger.