Plain Terms

1. The quote is the number. There is no second number.

Most people have been handed a second number. The job opens up, something is "worse than we thought," and the price moves. We write the price after we've looked at the work, not before, and then we hold it. If we missed something, that's our miss to eat, not your bill to absorb.

No change-order ambush. No hidden contingencies. No post-completion adjustments. If the price changes, it's because you asked for something different, and you'll approve it first.

Same promise on an emergency call. The quote is the number. Emergencies included.

The diagnostic fee comes off the job

We charge one flat fee to find the problem. If you hire us, that fee comes off the job.

The price to find out what's wrong is on our website. It doesn't change based on what we find. No "free" estimate that turns into a sales visit. A real diagnosis, at a published price, credited back.

There is one after-hours rate, and you'll be told it before anyone is dispatched. The emergency page says when it applies and when it doesn't.

2. Not everything needs doing today. We'll tell you what does.

A technician who finds five problems and calls all five urgent is either careless or selling. When we look at your system, you'll get a plain list: what has to be fixed now, what should be watched, and what can wait. We'll put a rough timeline on each one. You decide what happens and when.

The honest answer is sometimes "leave it alone." You'll hear that from us when it's true. We would rather come back in two years than sell you two years early.

• Needs doing
• Should be watched
• Can wait

3. Nobody knocks on your door that you haven't already met.

Before your appointment you'll get a message with the name and photo of the technician coming, and the time window. He'll be in a marked truck and a company shirt. You should never have to guess who is standing on your porch, and you should never have to take someone's word for who they work for.

If someone shows up who isn't the person we told you about, don't let him in. Call us.

4. The guarantee is a page in your hand, not a line on a website.

The guarantee isn't a sentence on a website. It's a page in your hand.

Every job ends the same way: we walk it with you, and you get a signed page. The term on our labor, the manufacturer's term on the parts, and a plain description of what's covered and what isn't. If something we installed fails inside that window, you call the same number and we come back. No claim form.

Not emailed later. Not "on file." If we have to come back, it's on us, and you don't have to find the paperwork to prove it.

5. We don't start work you didn't approve.

Not one part, not one hour. You will not be asked to decide on the spot. We'll walk the work with you, write the number, and leave. If you want to think about it for a week or send it to whoever helps you decide, that's the normal way to do this, not an inconvenience.

You can say no, and the visit still ends politely. Take the estimate, sit with it, get another bid. We'll still be here.

6. Floor coverings down before the tools come out.

You shouldn't be able to tell we were here. Except that it works.

Boot covers, drop cloths, and a broom. Every visit, not just the big jobs. We haul our own debris. Nothing sits in your driveway overnight. The last thing we do is walk it with you.

What we won't do

Negative promises cost something, which is why they're worth more.

• We won't give you a second number.
• We won't call everything urgent.
• We won't send someone to your door you haven't been told about.
• We won't start work you didn't say yes to.
• We won't leave the guarantee "on file." It goes in your hand.
• We won't publish a price on this site and charge a different one at your door.
• We won't tell you a repair makes sense on a unit too old for it.

Why we put these in writing

Every contractor says he's honest. There's no way to check that, and the people who say it loudest are often the reason you're asking.

So instead of asking you to believe us, we wrote down six things you can hold us to, and we hand you a page at the end of every job that says the same thing.