TERMS OF SERVICE SUMMARY

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The following is a brief summary of service policies and procedures. An updated and full copy of the terms of service will be updated on this website quarterly and as changes occur. Please review this agreement often as there will be changes over time as we progress.

 

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PURPOSE:

The intention of this agreement is to provide our clients with clarity on the operation parameters we use, and the policies and procedures we abide by in order to facilitate “best practices” and all done in “good faith” for the client’s best interest. We are committed to providing the best service at the best price possible.

 

Our goal as a company is to provide the best service at the best price by being efficient and effective. The best method of applying our services is to be proactive and preventative to the point that we reduce the need of our clients for a maintenance company for service calls and focus instead on prevention and beautification.

 

Owners who are responsible, proactive, involved, and are interested in lowering their maintenance expenses and improving their property and performance will be interested in our services.

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OUR GOAL:

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We are promoting a “Maintenance Management Cycle”. This cycle is Prevention, Mitigation, Preparedness, Response, and Recovery. All of these factors equate to the elements of a maintenance situation. Our objective is to begin our procedure with proven methods of preparation and prevention that are already established, and our company is adhering to those methods. When a client calls to set an appointment for a job that is reported by a guest, the cycle has already been broken. What we are offering is a site visit prior to a guest, once a month at minimum, compile a list, offer solutions based on that list, and satisfy those solutions in the most efficient, and cost-effective method. Reported items are to be evaluated and, if necessary, escalated to the appropriate department. Once the job is completed, the client will receive a report regarding the details of the job and all associated pertinent information for their records.

 

 

 

 

SERVICE AGREEMENT

 

By sending a service request you agree to the following:

 

1. This agreement is between you, “the client”, and us, “the company”.

 

2. You agree to pay for the work performed on the services you’ve requested.

 

3. This agreement can be modified without notice and will be posted online.

 

4. This agreement serves as an implied contract under goodwill.

 

5. Either party may terminate this agreement at any time.

 

6. All details on jobs required on your requests.

 

7. We are not a trade, nor a substitute for one.

 

8. We can refuse jobs if we see that’s necessary.

 

9. Patches, experimental work, and workarounds aren't warrantied.

 

10. Permits are the client’s responsibility.

 

11. We can share pics of the work online for advertisement or testimonial purposes.

 

12. Deposits, reschedules, etc. are non-refundable, credits will issue in lieu of.

 

13. Client approval timeframe is 15 minutes, if we don't hear back we will make an appropriate decision in good faith for the client depending on the severity of the issue and urgency. 

 

14. Client will provide a preapproved budget in writing within 30 days to our email for the record so that we may be able to make important last minute or imperative decisions on their behalf. The standard budget is $150 or more, we have clients who give the company 'carte blanche' this is including labor, materials, drive time, and other facets of a service deemed urgent or emergency only. This requirement is intended only as a stop-gap to prevent further property damage or other emergencies from growing whose or is or will become a detriment to a guest's ability to stay; i.e. a leaking water line, electrical hazard, etc. et. al. If a client opts out to this we will refuse service as we need to fulfil our duty to the public interest and safety.

 

15. Change work order is any change at all.

 

16. Offers to “work on the side for you” to our employees are not tolerated.

 

17. Unprofessional behavior is not tolerated, you as the client must keep decorum.

 

18. Safe work environment is required. Give us some space to work or we will cancel or reschedule the job. We encourage a 25ft space between the job and you or your guest.

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OUR SERVICES

 

We offer our clients the ability to provide their property with the attention and care that they deserve by using preventative maintenance as the key aspect of what we provide.

 

We will use an “escalation of services” to provide the best possible service pertinent to the situation.

 

Beginning with QRT (Quick Response Team) and ending with Special Projects, our company structure is designed to put the right team on the right job and work together with the owners for a plan of action for each property for the result of ensuring a property is properly protected and maintained.

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Our company strives to be a full-service company and to provide a wide array of services including but not limited to:

•Service Calls

•Evaluations

•Inspections

•Site-Visits

•Lawncare

•Deck repair

•Painting/Staining

•Sanding

•Appliances

•Hot Tubs and Jacuzzis

•Water heater repair/replace

•Small Renovations

•Projects

•And more!

 

Service calls are defined by us as any standard service with the expectation that the technician can come with reasonable basic tools, reasonable basic equipment, and reasonable and basic, readily available parts and materials to service a clients’ property within a reasonable amount of time with general skillsets. Evaluations are defined by us as any service request that requires additional information not provided by the client in order to facilitate the appropriate response, materials, supplies, equipment, and timeframe.

 

Evaluations are performed in order to create a plan of action and possibly order supplies or materials required for the performance of the desired service.

 

(A)Any job that begins with a description of work to be performed and is found to be more than expected and will involve additional trips, measurements, estimates, materials, and/or supplies will be billed for the time involved for the evaluation and is billed separately from the actual job itself.

 

Inspections are defined by us as any service whereby we go to the property to fill out a form to list all issues discoverable on-site within the allotted time given. The larger the property, the longer the timeframe needed. If possible, small items are handled with clients’ permission.

 

Site-Visits are defined by us as any service whereby we assign a person or persons to a location in order to stay on-site for another trade, to meet a delivery, or to visit the property to go over job details per the client’s request that is outside the scope of the existing evaluation or estimating process.

 

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Projects are defined by us as any job or task that requires a list or requires planning.

 

All projects are subject to an estimate, scheduling, and approval by both us and the client.

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We DO NOT offer “Bids” on jobs only estimates. (Bids are a contract that has a price locked in, we cannot offer that in the capacity of our service type. )

 

(A)Large projects are defined by us as any job that has to be done in more than two phases i.e. painting, hanging large fixtures, require equipment, deck building or repairs, etc. All large projects will require a minimum 14-day notice in advance to allow planning, materials acquisition, preparation, and job staging and will require a deposit at the time approval.

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(B)Small projects are defined by us as any project two phases or less but requires more than two hours, two techs, common materials readily available, has a punch list, or is outside the terms of a large project. Small projects must be requested a minimum of 7 days in advance notwithstanding emergency services as defined by this agreement.

 

(C)Specialty Projects and Emergency Projects are done on a case-by-case basis and will require management approval in addition to all other policies described herein.

 

 

 

SERVICES WE DO NOT PROVIDE:

 

As a maintenance company we have to decide which jobs we are capable of doing and which we are not. We base these decisions on many factors, and we reserve the right to refuse any job for any reason.

 

Tennessee State law prohibits many licensed trades from being done by unlicensed contractors and is prohibited and penalized, as such we do not offer specific services as it is unlawful and unethical for us to do so.

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Jobs that are approved and then our technicians or representatives find that the job will require a licensed trade we will only charge an evaluation fee at the rate of the requested urgency and timeframe rates plus drivetime.

 

1.We do not do roofing.

2.We do not run new electrical services or new wiring or install boxes.

3.We do not offer janitorial or cleaning services.

4.We do not offer plumbing services beyond repairs.

5.We do not offer security, policing, or eviction services.

6.We do not recommend trades to clients due to liability policies.

7.We do not provide pest control or removal services.

8.We do not apply herbicides nor fungicides.

9.We do not discuss pricing, the job, or any detail with anyone other than the client.

10.We do not offer bids on any jobs. Only estimates.

11.We do not work as subcontractors for other contractors.

12.We do not offer a shared service fee.

13.We do not work on gas lines nor install gas lines.

14.We do not work on septic systems.

15.We do not work on wells or water systems.

 

 

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QUALITY ASSURANCE:

 

We will offer Quality Assurance servicing at no cost to the client for any workmanship and materials at fault due to the negligence of the company within one (1) year with the following caveats:

 

•We will require the use of newly purchased materials to replace the old and damaged or broken materials or products.

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•We will require the use of appropriate brackets, fasteners, hangers and other safety or code-related items prescribed by law for the safety and effectiveness of the work to be done.

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•We will not “jury-rig” or “make it work” or “glue, screw, and tape” any issue.

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•Any temporary fixes, patches or repairs will be considered permanent repairs after 30 days and will have no Quality Assurance offered.

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•We will not cover manufacturer recalls or government requested or required recalls as prescribed by law the company will exchange the materials however the labor portion will not be covered, and the client will owe the company a reasonable fee to exchange said materials.

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•We will not cover damage due to natural occurrences, material's nature, inclement weather, acts of god, pest damage, neglect, insufficient maintenance, damage by animals, guests, fire, or any external causation not written herein.

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•We will not cover any project whereby the project was not fully approved, i.e., only part of the original whole job estimate was approved, and it had a direct or indirect effect on the quality, lifespan, or effectiveness of the work done.

 

•We will not cover any project that has been cancelled at any stage for any reason by either party.

 

•We will not cover any project or service call with a past due balance.

 

 

PROCEDURES

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SERVICE PROCEDURE:

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All service requests must be submitted via our website www.homeandrental.net on the appropriate form, “new client” or “existing client” please fill out the appropriate form.

 

We do not accept phone calls, text messages, emails, or other methods of communication for the service request in order to expedite the approval process.

 

Incorrect forms partially filled out forms, incomplete forms, forms without the appropriate information or lacking clarity will require the request to be resent by the client. We will not do this on your behalf.

 

The following is the service request procedure:

 

1.All requests must be submitted by an approved party who is financially responsible for the work performed or is an approved agent of the client. All scheduled services must be clear and understandable.

 

2.The service request is vetted by the company.

 

3.The service request information is verified by the company.

 

4.Final approval is given by the company.

 

5.When approved the client is given an expected cost and possible change orders.

 

6.The client pays the expected amount understanding the possible change orders. Any Change work orders must be paid in advance and with client approval.

 

7.The service is scheduled, and the client is made aware of the date and timeframe.

 

8.The technician will initiate their service work order on the date and timeframe, and alert them of any possible delays and or change orders, traffic, material acquisition issues, etc.

 

9.The company will contact the client after the job is completed via the service invoice form emailed directly to your provided inbox. All pertinent information regarding the service will be presented therein, any additional questions can be discussed during regular business hours.

 

 

 

SCHEDULING:

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1. We are 9-5, any call after 4:30pm will be either an afterhours call or it needs to be scheduled.

 

2. We won't answer after-hours calls until next day.

 

3. We're not 24/7.

 

4. We don't do after-hours calls except for what we consider an emergency.

 

5. We are "first come first serve".

 

6. Clients who come into town unannounced will not be put at the top of the list regardless of the situation. Please schedule your visits ahead of time.

 

7. Project requests have to be done in advance, small projects 1-week, big projects 2 weeks. All projects are subject to an estimate, a plan, deposits, and a pay schedule.

 

 

AFTER-HOURS AND HOLIDAYS:

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Any job request sent after 4:30pm will be marked as an after-hour service call.

 

Holiday Rates Apply for the following:

•Memorial Day

•Independence Day

•Labor Day

•Columbus Day

•Veterans Day

•Thanksgiving

•Christmas Eve

•Christmas Day

•New Years Eve

•New Years Day

 

*Product limitations and availability, traffic, and other variables will add drive time expense to the job, the client will be made aware of these potential costs, and they will be charged for the time required to fulfill the service request.

 

1.   Emergencies only, we decide if it is an emergency or not.

2.   On-call techs are volunteers.

3.   On call techs can decline the work.

4.   Requests for After-hours and Holidays are going to cost more.

5.   After-hours and Holidays calls must be approved by us. We are not guaranteed to go.

6.   Client has to have their bill current for any after-hour or holiday service call.

7.   All after-hours and holiday service calls must be paid upfront prior to the tech going.

8.   We aren't doing projects during after-hours and holidays.

9.   Traffic and everything is going to affect this.

10. All after-hours and holidays service calls are on a first come first served basis.

 

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URGENCY LEVELS:

 

In order to accommodate client’s needs and to be the best way possible we are offering service upgrades to make a call more or less urgent.

 

The higher the urgency the higher the price because we have to move other clients or re-route our technician to go sooner than would be normally scheduled.

 

Each of our 3 primary departments has their own pricing model and each has a standard, priority, and emergency pricing model to reflect the needs of the client and match them with the skill level and expertise required on the specific job-type.

 

A guest complaint over a blown light bulb will never be an emergency and a grill burning down will never be a standard service call. We will make all determinations regarding the actual service level and if we have the available technicians for the requested service.

 

1. Standard: A regularly scheduled job with no urgency or priority needed.

 

2. Priority: An upgraded standard call to make it occur as soon as possible.

 

3. Emergency: We stop what we’re doing and go immediately.

 

 

 

 

SERVICE STRATEGY:

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Our overall strategy is to take the information gathered on-site and make an informed decision based on facts derived from our own evaluation.

 

From the moment of the evaluation the client will be informed as to the strategy and methodology going forward.

 

QRT (Quick Response Team): Fast and efficient client solutions. Max 1-2 hrs. of service time.

 

Restoration Team: Routine maintenance and repairs. Max 4 hrs. of service time.

 

Special Projects Team: Do small and large projects, lawncare, and other jobs that either need to be estimated or done in phases.

 

 

 

INSPECTIONS AND SEASONAL SERVICES:

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As part of our overall strategy we want to visit the property multiple times, on a monthly basis at minimum, in order to make punch lists and get routine upkeep done as often as possible. Traditionally maintenance companies strive to offer service calls and be readily available. The issue we have with that business model is that it is a drain on the owner's finances and overall cash flow of their property (if it's a rental).

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Our service policy is to get out in front of issues before they become problems. We want to go in before guests and fix issues. Even if the client chooses another company for the repairs, our service will give the client details about their property they wouldn't otherwise know.

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Clients who are using 3rd party vendors such as cleaners for their inspections find that the information is partial or incomplete. We have a trained eye and professional training to seek out and do the repairs. If we don't expect our cars to be fixed at the car wash, we shouldn't expect the cleaners to be able to repair our homes, it's unfair to them and yourself.

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PRICING AND RATES: (Updated: 05/04/2024)

 

In order to offer excellent services at a fair price to our clients our company estimates our prices based on known factors for travel, shopping, and service using a standardized "unit pricing" model. The prices are bottom rate and can go up but never down from the agreed upon service fee.

 

NOTE: Flat rate for services are no longer possible due to law changes and our technicians are paid on an hourly basis. However, we have standardized our pricing model to figure the minimum time and expense for the job. 

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To facilitate the best prices possible our company has three (3) primary divisions, and a client should expect that the correct department is dispatched to the correct job and that a highly trained individual is present and assigned to the task at hand, when available. Having an untrained person "fill in" for a trained person will add time to the job and cause issues, we will not be doing this and we will decline if a client requests "just someone". The recourse would be a higher rate of service due to the additional time required to figure it out.

 

As such, all departments and divisions are subject to their own pricing based on expertise required and technical ability.

 

 

Going Forward:

We estimate our services using industry standards for our services utilizing "Unit Pricing". For example, a water heater install will be 3-4 hours plus materials. We would charge for that plus any change work orders added to the job.

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Job Cost Breakdown:

We estimate each job by the following factors:

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Drive time + Shopping time + Job time + Change Orders = Total cost

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The department assigned and the time expected for arrival and completion plus expected materials is communicated to the client prior to job approval by us. When we do so it will be in “whole hour” timeslots.

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As such our minimum standard service calls are now billed: 30 Minutes Drive Time and 1 Hour Job Time plus Shopping and Materials. This is reflected in the price.

 

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Change Work Orders will impact this amount. We will pro-rate additional time in half-hour increments. [Factors that will affect the cost will be traffic, product needs, product availability, clarity in the job request, incomplete job descriptions from the client, found items, and other such like are added to the overall cost of the job in prorated ½ hour increments.]

 

We will tell you the cost up-front as per our understanding of the job requirements and timeframe that’s expected notwithstanding change work orders or additional items.

 

 

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FINES AND FEES:

 

Additional fees will be assessed for nondisclosure of relevant information, returned checks, charge basics due to insufficient funds or closed accounts, or any other failure to pay will accrue an aggregate 10% per month late fee beginning 5 days after the due date of the invoice in accordance with Tenn. Code § 66-28-201(d)COLLECTIONS.

 

By submitting a request regardless of medium, you agree to the above terms and conditions of the services offered and rendered by Home and Rental Maintenance and its subsidiaries.

 

Failure to comply with policies herein are construed as a termination of service and all financial obligations are subject to remittance within 7 calendar days.

 

Failure to pay for any completed service agreed upon will result in legal action.

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All clients will be charged a cancellation fee within 24 hours of the scheduled job that is cancelled. Cancellation fee will be determined by the size of the job due to product purchasing, travel time, and scheduling. This includes: last minute change of heart, last minute bookings, general last minute cancellations at the discretion of the owner or property manager. You have to charge cancellation fees when your guests cancel, so we have to charge for our processing and scheduling of your request and refund purchased items.
 

 

 

 

SHOPPING, DELIVERIES, AND STORAGE:

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For clients who wish to pay for their own products and have them “ready at the store” or delivered to the office or property must ensure that all materials are in good working order and are ALL on-site and ready to be installed. If the products are delivered to the office, we must ensure the following:

 

1. Label the packages “C/O [your property name].

2. Unlabeled packages will be refused.

3. We need to be aware a package is coming, or it will be refused.

4. More than 2 packages will require a processing fee.

5. Packages onsite more than 7 days will be charged a storage fee.

6. We charge for the delivery; we usually add it into the job but if it is just a delivery it will be charged as a service call for drive time and the number of technicians required to load and unload the package(s).

7. Unused or unclaimed packages in storage longer than 21 days will become property of our company.

 

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If the products are “at the store” and are “ready for pickup” we will charge for the time it takes to go and get them. Any time we are unable to receive or quickly receive the products on behalf of the client the time used for us to be there will be charged to the client as a change work order as a time extension.

 

1.The products must be present and on-site at the store at the time of pickup.

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2.The products must be in our name for pickup.

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3.The client must ensure that all the packages are indeed in the store and ready to go.

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4.Any waiting for the store to bring out the items, loading the items, or if we have to go pull the items ourselves to expedite the process, all time related to driving, loading, pulling, standing, waiting, assisting, or otherwise we have to do something other than show up and leave will be charged on an hourly basis.

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5.We will try to communicate with the client regarding the delay. Should the client cancel due to the issue of the products not being ready, we will still charge for our time driving there and for the time being there.

 

6.If the product is incorrect, or is not fully functional, or otherwise has any issues we are not responsible for, nor will we do work on nor use those products.

 

7.If those new products are unusable, we will not use those products.

 

 

If we are shopping on behalf of the client, we will charge for our time to do so plus the cost of the materials. This is not part of the projects policy and only for clients for whom they desire a product that must be acquired on their behalf. Items such as decorations, linens, and other materials or supplies or products are not typically in our wheelhouse.

 

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SERVICE POLICIESPROPERTY/LOCATION:

 

1.Unless it’s the same owner, we bill each property individually. Even for apartments, condos, etc.

 

2.Jobs close together are still billed separately.

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3.The property name and address must be labelled and clearly visible. If we can’t find it easily the additional time to find it will be charged.

 

4.If there's special instructions on locating the place, we need to know.

 

5.We need all access codes to any gates, doors, crawlspaces, or any information regarding getting to the job area.

 

 

 

LIABILITIES:

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1.Maintenance involves risk, working on broken, rotten, or otherwise damaged items will possibly cause damage in the process.

 

2.Products that are purchased are not warranted by our company, only our work.

 

3.Clients are not allowed to “help out”, we were hired, let us work.

 

4.Any client who does “help out” releases us from any liability for things that have gone wrong.

 

5.We are not covering other people’s work, even if we’re trying to fix it.

 

6.If we are not the primary on the job, we will not give any kind of warranties.

 

7.3rd party interference will not be tolerated, and no warranties will be offered.

 

8.Patches, experiments, “do your best”, fabricating or any kind of “jury-rigging” are not warrantied.

 

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PET AND ANIMAL POLICY:

 

If we have to reschedule a job due to animals the service will be completed and billed for the timeslot given and the client can be rescheduled.

 

1. No pets or wild animals on the job.

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2. Guests need to put the pets away or we will reschedule.

 

3. If guests refuse or forget to put pets away, we will reschedule.

 

4. If the pet is out and people are gone, we will reschedule.

 

5. Wild animals like bears or hogs on-site, that is dangerous, and we will reschedule.

 

6. We are not pest control.

 

7. We do not do wildlife exclusions.

 

 

 

HAZARDS AND SAFETY:

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Hazards and Safety are part of the job, we take this very seriously and are OSHA compliant and we have gone above and beyond for the safety of our employees and our clients, their guests, and families.

 

Any job or situation we deem unsafe will cause us to cancel or reschedule the job. This includes violence, threats, and other types of situations causing us to be uncomfortable or feel unsafe.

 

 

 

 

CALLBACKS:

 

If we have to return to a job because we failed to finish, we do not charge the client for that. If we have to return to a job because the client failed to plan or all the materials provided were incorrect or incomplete, or of poor quality, or otherwise we will charge for that trip. Items such as “Patching”, “Experimental”, “testing”, “trying”, “attempting”, “fabricating”, etc. or tasks that are not typical, in our service listing, or unexpected will NOT be considered under a callback policy.

 

Clients who go back and add items to the original list other than what was agreed to at scheduling and confirmations will not be considered callbacks but will be separate work orders/change orders.

 

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GUEST INTERACTIONS:

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We will be professional and courteous to guests of our clients; we will greet them and explain who we are and why we are there and tell them approximately how long to expect us being there and generally what we will be doing.

 

We will not leave the job because the guests ask us, we will have them call the client and cancel that way as to give a record that they did indeed cancel the job on-site with us there.

 

The full price of the service will be billed to the client for the time agreed upon prior to the arrival.

 

1.We will not discuss business with guests.

 

2.We will not discuss pricing with guests.

 

3.We will not discuss the job details with guests.

 

4.We will not discuss owner’s information with guests.

 

5.We will not tolerate belligerent or otherwise unsavory behavior from guests. We will reschedule if that is the case.

 

6.We will not tolerate exposure to guests who have drugs, medications, valuables, and other items being out or weapons brandishing.

 

 

 

ESTIMATES vs BIDS:

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NOTE! Home and Rental Maintenance DOES NOT formulate, NOR offer Bids on jobs.

Bids are put in by professional bidding companies for contractors and are legal contracts guaranteeing a price. We ONLY offer ESTIMATES of work based on the given information from the client and our own evaluation. We do not offer bids at all, ever, as our company’s scope of work is entirely based on “original work” as defined as other people’s work and refreshing, renewing, repairing, or restoring.

 

Bids are defined by us as a formal offer to perform the project at a specific cost and are a legally binding contract. Bids must always be accepted by the client; it forms a legally binding agreement between the two parties. We do not offer bids on any jobs at all, ever.

 

 

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Estimates are defined by us as an approximation of the expected cost of a project based on available information.

 

It is intended to give the client an idea of what the project may cost and help them decide whether or not to move forward with the project.

 

However, the actual cost of the project may vary depending on factors such as unforeseen issues or changes to the project scope, including any change work orders as defined in this agreement.

 

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PROJECTS:

A project is defined by us as any job or task that requires more than one person or more than two hours or both and has a list or requires planning.

 

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Procedure for projects is as follows:

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1.Client request, specifics given on what is expected or needed.

 

2.Our office verifies the information and sets a scheduled date and time for a proposal.

 

3.Our estimating team goes on-site, pulls measurements, gets photos, develops an idea.

 

4.We send a proposal; the proposal will have no dollar amount until the client approves the proposal and overall idea.

 

5.Once the client approves the proposal, and all the details laid out therein, an estimate is sent for the clients approval.

 

6.We will charge for the estimate, if the client approves the estimate, then that amount will be credited to the final amount of the completed service.

 

7.Once the client approves the proposal and estimate, a deposit is required in order to secure a date and time for the work to occur, the amount determined within the estimate.

 

8.Every project that has phases will be invoiced in advance of the next phase.

 

9.The final payment for the work to be done will be no greater than 10% of the total job amount.

 

All projects are designed in “phases” which are defined by the type of job and the expected timeframe. Examples of projects would be painting, hanging large fixtures, jobs that require tall ladders, jobs that require estimates, jobs that require more than $100 in materials or supplies. Small projects must be requested for a minimum of 7 days in advance notwithstanding emergency services.

 

All small projects must be preapproved by management and must be paid up front for the first phase of the project prior to it being scheduled or any supply purchase. This is to ensure the project is on the schedule appropriately and the appropriate number of trained personnel associated with such projects are available. Regardless of need we will make the final approval on any and all projects and lists. Large projects must be requested for a minimum of 14 days prior to the timeframe established to begin work notwithstanding emergency services. All projects are subject to an estimate, scheduling, and approval by both us and the client. Bigger projects that are expected to run more than a week will require more planning and are required to be requested a minimum of 3 weeks in advance. Emergency projects are dealt with on a case-by-case basis and are not guaranteed approval just because they’re “emergency”.

 

 

 

ESTIMATE PRICING:

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All estimates are good for 30 days from the date sent to the client for approval, after 30 days all estimates are invalid. An updated estimate will be sent for your approval.

 

We do not guarantee pricing. In the event of a national shortage, an unforeseen price increase, or any similar event regarding unit pricing for estimates will incur a change of work order for the additional cost of the materials.

 

The estimate provided is "Bottom Pricing", meaning that this estimate will never go below the original estimate, but extra work or supplies found to be needed throughout the project could cause this estimate to increase.

 

We do not charge extra for finishing jobs early therefore we will not offer discounts or refunds or discounts for finishing early.

 

We use Unit Pricing for estimating therefore any estimate whereby an owner wants a complete materials break-down and itemized estimate, our bookkeeper charges $110 per hour to do that payable upfront.

 

We do NOT finance projects!

 

All deposits are to be paid and are for the work to be done. If the owner needs financing we do not provide that service, nor will we give recommendations on how to finance the job. If the owner/agent is unable to find financing, we will not begin the job.

 

If the job has begun and there are financial issues all work will stop and all payments due to the next phase are due and all payments prior are forfeit to Home and Rental Maintenance.

 

The estimate provided, when accepted, will automatically send a separate email/text with an attached invoice for deposit and pay schedule. Simply click the link and follow the directions. All deposit money is required prior to work start so that materials and equipment can be acquired.

 

We will not start a job without the deposit.

 

All subsequent payments will be due on their scheduled day to keep a positive cashflow on the job. All work will stop if these payments are not made within 24 hours.

 

Every job must have positive cash flow to continue into the next phase. The pay schedule is designed to ensure the owner/agent can see progress and pictures before making payments.

 

If you plan to go on vacation or being unavailable during the project, please schedule the payments in advance digitally (you can set up autopayment in the invoice) or send post-dated checks to the office address: 212 River Bottom Drive Sevierville, TN 37862.

 

Make all checks payable to Home and Rental Maintenance, for the name of your project location and job. Post-dated checks will be deposited on schedule so please ensure funds are available.

 

Please ensure that those checks are signed. All returned checks will incur a 25% fee or $40 whichever is more to cover bank fees. If materials are purchased on a returned check, there will be an additional 10% fee added to the cost of those materials due to lack of funds.

 

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PROJECT SCHEDULING AND PROPERTY AVAILABILITY:

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It is the owner’s/agent’s responsibility to block off the appropriate timeframe prescribed by the estimate. It is the owner’s/agent’s responsibility to alert any third-party vendors/contractors/workers, i.e., cleaners, handymen, pest control agents, inspectors, and so on.

 

For projects over 2 days, we require one week’s notice of the availability of the jobsite to confirm a scheduled date. For jobs over 2 days, we require a 2-week notice.

 

It is the responsibility of the owner/agent to communicate with Home and Rental Maintenance regarding open dates/availability and timeframe regarding the job.

 

If the timeframe is insufficient, then we will have to reschedule it to another time.

 

If the job is an emergency job and requires the full job to be done as soon as possible, the owner/agent will be required to relocate any tenants, guests, residents for the time the job is being done or adhere to the outline in the Jobsite Safety section.

 

 

PROPERTY ACCESS:

 

By calling Home and Rental Maintenance and requesting a job you are giving Home and Rental Maintenance unrestricted permission to the property to perform our services.

 

We require access codes, combinations, keys, gate codes, and all alarm codes and keys to have access to the property for the time we are asked to be there in the course of our duties.

 

Any restrictions that prevent our ability to do our service will result in the job being cancelled and the client will be billed for the service to be paid in full up to the next phase to begin.

 

All materials regarding the job will be left on site and we are released from any further responsibility.

 

Any "one-time-use" codes or any codes that expire after 1 hour are not acceptable due to communication issues with phone signals in the area. If we need to get more supplies or need to do a return trip and the owner has restricted access or we are locked out, the job will be cancelled and the client will be billed for the service to be paid in full up to the next phase to begin.

 

In the course of doing our job, if an owner calls the police or security on our team without confirming with our office in regard to who is there, this time will be added to the bill as long as the person is being held up, the job will be cancelled and the client will be billed for the service call to be paid in full up to the next phase to begin.

 

 

 

3rd PARTY VENDORS AND SUBCONTRACTORS:

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We do not work as subcontractors for other contractors, and we do not finish other contractors’ work. Interference in any of our jobs by a 3rd party will add cost to the job equivalent to the time lost and any materials lost or damage to property due to the 3rd party.

 

We are not responsible for any action or actions done by a 3rd party, nor will we offer any relief regarding the work done by a 3rd party nor any action they’ve done regarding our work that positively or negatively affects the outcome of our job.

 

This is including but not limited to cleaners, other maintenance personnel, contractors, guests, neighbors, owners, or any other person or persons not directly hired by Home and Rental Maintenance with the express purpose of doing a job on-site.

 

We will not do deliveries, pickups, assistance, or any other task related to another business in the performance of their job regardless of offers for compensation.

 

This is to mitigate the risk and minimize the potential loss of time and money on the job due to negligence, lack of communication, financial issues, or any other related or associated issue.

 

Any job started by a 3rd party and then we are requested to finish it will be evaluated by our team as if no-one had been there before so that we can make a fresh assessment and establish facts prior to the job beginning. If we find gross negligence or false information or anything related to the poor performance of another company or person, we will communicate this to the client. Additional fees will apply.

 

 

 

MATERIALS AND SUPPLIES:

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All projects that require materials will require all materials and supplies to be on-site the day of the beginning phase. We will not start a job with partial materials on-site. We stage our jobs from the beginning to the end and everything is planned on the agreed upon timetable. Any missing or otherwise lacking or incorrect parts, supplies, or materials will cause the job to be on hold until all parts are on-site unless otherwise agreed to.

 

 

 

PROJECT MATERIALS ORDER AND DELIVERY:

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We will order, pick up, deliver, and install all materials associated with the job. We need 100% control of the materials to verify everything is there and that they're good quality.

 

We cannot depend on other companies to oversee this because often parts are missing, or the items were not what was ordered or required.

 

We found online orders are notorious for late delivery and not having everything or being delivered to the wrong address and likely damaged in some way.

 

On a job like this we need to have everything in hand prior to work starting. We will not begin a job until all materials are present and inspected for quality.

 

If the owner/agent chooses to purchase and be responsible for materials, we will not be responsible for delays, missing parts, extra costs in labor due to time delays and trips to the store to get the correct items. Additional labor and materials will be charged on a Change Work Order and will be due before the project resumes.

 

Additionally, we will charge 10% of the value of materials being delivered to the office/jobsite for time doing inventory and managing the materials and spending time ensuring they are correct and in working order.

 

 

 

 

DEMOLITION AND CLEANUP:

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All debris related to the job will be taken off site by a member of the company or a subcontracted demolition company. We reserve the right to use a demolition dumpster, if necessary, to expedite the process unless otherwise prevented by HOA rules or city ordinance.

 

All city fees for demolition trash or debris will be paid for by the client. We include the size and scope of the demolition removal in our estimates.

 

Any additional materials or trash or demolition or furniture will be charged accordingly as per the city, by the additional weight not calculated.

 

 

 

JOBSITE SAFETY:

 

Once the job has begun, all personnel not associated with the jobsite are prohibited from being within 50ft of the job and associated tools, equipment, materials, and workers.

 

This includes but is not limited to children, pets, cleaners, owners, agents, relatives, and neighbors.

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This is to ensure that anyone not having the appropriate safety gear or job knowledge does not get injured or inhibit the work being done.

 

 

Anyone sent to oversee the job must schedule a time with the office ahead of time or they will be asked to leave.

 

The job outlined in the estimate describes all tasks, we will provide pictures and video when requested at the end of the workday or each phase, whichever comes first.

 

In the occurrence of inclement weather, Acts of God, snow or ice, bears and other wildlife or any other natural hazard or anything that is outside our control that interferes with the job or causes an unsafe work environment will cause all work to stop and will push the job forward.

 

Owners, agents, their friends, and family who enjoy taking part in projects are not allowed. Our team was hired to do the job, we are the professionals, the owner's/agent's job is to make the payments and give specifications on job quality and expectations.

 

All owners, agents, family, children, pets, neighbors, tenants, guests, and other business entities (i.e., cleaners, handymen, contractors, etc. et al) will be asked to leave the work area.

 

• If the owner/agent wants to be involved in doing the work, they will be required to sign a Waiver of Liability for any changes, damage, and loss of time.

• The owner/agent will not be a paid agent for Home and Rental Maintenance, and they will not reduce the cost of the job.

• The owner/agent will be required to wear the appropriate PPE, have their own tools and equipment, and will be assigned to their own job tasks according to their ability and work with the team to accomplish job completion synergistically.

• Owners/agents are not to direct the job or workflow or pull a technician or worker off one job to start another. (The entire job will stop until they resume the task they were originally assigned. Additional fees and change work orders will be assessed for new work.)

• Owners and their agents are welcome to discuss changes with the team leader or project supervisor at the appropriate time, typically at the end of the day. However, these discussions should be brief and to the point and narrow.

• Owners or their agents who hover over our team and eagle eye everything we do will be asked to leave or the job stops. Any question or issue with the job can be discussed at an appropriate time with the team leader or project supervisor or the job. If the concern is valid the job will be stopped until the concern is resolved.

• If there is no resolution, then the job ends, and all open invoices must be paid.

 

 

 

PROJECT COMMUNICATION AND UPDATING:

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• We will provide the owner/agent with progress pictures as each phase progresses.

• We will limit our communications to the end of the workday to ensure no disruption will occur in workflow.

• Any excess phone calls or chain of texts or emails that require our attention will be billed at an hourly rate of $100/hr. and extend the job by that much time.

• We have systems in place to ensure excellent communication.

• We are committed to ensuring that the owner/agent are comfortable with the project and its progression, as such we will provide you with the updates you need.

 

 

 

CHANGE WORK ORDERS:

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In the course of our work, we may encounter issues we need to handle prior to moving forward on the job i.e., rotted wood or reworking prior work done by someone else or temporary fixes.

 

We will provide a Change Work Order for the new work to be done.

 

All change work orders for projects must be paid upfront 100% prior to starting the change. We will communicate and get approval prior to any change in work orders on projects.

 

We will not perform the work without written approval and payment.

 

All change work orders will be sent as a separate invoice.

 

All payments must be made on all project change work orders prior to the work starting. If payments are not made within 24 hours of being sent all work will stop until those payments are made.

 

If the work is not approved and the job stops, the bill for the remainder of the work done will be due and all deposits are forfeit to Home and Rental Maintenance.

 

"Additional Work Change Work Orders": Owners or their agents may find new or additional items that need to be done “while we’re there” that are outside of the scope of the original job or in addition to the job in progress. We are more than happy to do as much work as possible.

 

We will not start those additional items without a Change Work Order and prior agreement and ONLY after the original job is completed if our schedule allows unless the change work order is required to continue our work in which case all other work will halt until the change work order has been completed.

 

All additional work to be added by the owner and not part of the original estimate will be estimated separately and will be billed as a separate job as a change work order.

 

If we are being asked to do the work during the project in progress, we bill $100 per hour of labor cost per hour on the new estimate to cover the time away from the primary job and cover the possible need of additional cost of hiring additional labor to cover the work being done while we do the estimating or delay to the work being done.

 

These fees will be in addition to the estimate and paid upfront before the estimating process begins.

 

ALL additional change work orders must be approved, and deposits paid prior to the work beginning and to be paid on time per the pay schedule in the estimate.

 

If payments are not made within 24 hours of being sent all work will stop until those payments are made.

 

 

Compliance Policies:

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We are looking for clients who love their property.

 

We want to work together with our clients to get their properties to a level where maintenance is so well done that the only thoughts the client should have is upgrading and beautifying the property and not “that one thing” that keeps happening.

 

Proper planning is the key to being on top of property maintenance and being proactive and having goals for the property and a financial plan regarding the maintenance is the best overall strategy.

 

We want clients who do not see maintenance is another expense and an afterthought, but as the tip of the spear that will promote a positive experience for their guests and “the next guy” who purchases the property if they decide to sell.

 

If you, the client, can see the value of a company whose goal is to make your property better by allowing us to handle all your maintenance needs, and you take the time to budget your expenses for a property like a business should, there will be no more surprises.

 

The old way of doing property maintenance has been to do things as they arise. Our way is to be proactive and handling things before they become worse.

 

As such, there are some things we look for that will prevent us from helping a client. Most of it is all to do with attitude and philosophy.

 

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We want to be the premier maintenance company, and your primary. In order to do that we have to filter out certain types of clients. Here are some policies outlined that we must adhere to:

 

1.Home and Rental Maintenance is a business. It has a structure. Please follow the protocols outlined in this agreement for the best user experience.

 

2.All clients are subject to a client interview in order to learn if they are a match for our services and philosophy. Clients who are proactive and interested in their property more than just a “money machine” for their own benefit are clients we can work with.

 

3.Clients who only care if the property makes money and have no interest in the guest experience past the ratings are not our kind of client.

 

4.Clients who attempt to override or circumvent management will have their services suspended immediately.

 

5.Clients who abuse policies will have their services suspended.

 

6.Clients who “spam” our inboxes or phones will have their services suspended.

 

7.Clients who are not professional, evasive, indirect, forceful, coercive, attempt to bribe, or otherwise be belligerent or hostile, rude, crass, demanding, “barking”, or are more or less uncouth and controlling will not be served by our company.

 

8.Clients who are not interested in quality and accept mediocrity, aka “slum lords”, will not be served by our company.

 

9.Should you find the need to speak with the CEO you should make an appointment.

 

10.Do not call private phone numbers of team members for services, if we do not answer you immediately, we will as soon as possible.

 

11.Clients whose properties receive 3 continuous poor report card ratings regarding upkeep will have their services suspended.

 

12.Clients who were given a heads up or warning about a potential issue that is severe and ignores it or delays it until the last minute and expects us to drop everything to go out and make up for it will have their services suspended.

 

13.Clients who are given information regarding a code violation or has an issue that will cause damage to person or property and ignores the issue and does not handle it within the appropriate timeframe and yet still rents their property, will have their services suspended AND they will be reported to the city officials responsible for those safety compliance issues.

 

14.Clients who knowingly shirk the law in order to falsify documents such as fire and safety inspections in order to pass “for now” will have their services suspended AND they will be reported to the city officials responsible for those safety compliance issues.

 

15.Any client or clients who interfere or otherwise inhibit or disrupt the workflow or job performance will have their services suspended.

 

 

GRADE CARDS:

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All properties and clients have an internal “grade card” by our company.

 

We are doing this to regulate our strategy for upkeep and beautification. We need to get your property beyond a “fix it for now” status.

 

This grade card encompasses the status of the property from a “first impression” as if we were guests or potential buyers.

 

We will rate your property based on specific criteria regarding quality, upkeep, payment history, and other factors. When we begin our services, we will continually update this grade card, if there is no improvements made by the client and it is a failing grade, we will no longer service that property.

 

This grade card will help assess the effectiveness of work being done in conjunction with client interactions. Should an owner or property management company regularly maintain a low or failing grade we will no longer offer services for that client, property, or both.

 

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EXCLUSIVITY:

 

We want to be your number one maintenance service provider. We do not want to be the last company you call; we want to be the first company. If you buy into the Home and Rental Maintenance philosophy, make a budget, stay on top of things, you will be much better off. We are redefining maintenance and you can help. Give us a try, you won't regret it.

 

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“An ounce of prevention is worth a pound of cure.”-Benjamin Franklin

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