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FAQ

Frequently Asked Questions

Pre-estimates

What is a Pre-estimate

A Pre-estimate is a reliable labor cost range based on data from thousands of home projects, deep statistical modeling, input from domain experts, and continuous improvements based on customer feedback. A Pre-estimate is not a bid.

How do you know your labor Pre-estimates are accurate?

Our Pre-estimates are based on the experience of Pros across tens of thousands of completed jobs. These professionals have decades of work experience in the field throughout the U.S. Additionally, our comprehensive catalog of home services has over 100 factors on average that were collected and evaluated for each service. Pre-estimates also take into consideration local labor rates and seasonal variations for each service. It’s important to note that Pre-estimates are not bids. Please feel free to share the Pre-estimate directly with your Pro to evaluate the projected cost of the work before it begins.

Are materials included?

Pre-estimates only include labor. This gives you the flexibility to decide how much you want to spend on materials. In many cases, the final project cost will vary greatly depending on your selection of materials.

What if I couldn't find my project?

We can still help. Just text us at 776-776 or call us and we will help you find the right pro for your project. We are adding new services to our catalog every day based on what customers ask for.

What could make my project’s final labor cost higher than the Pre-estimate?

Your final labor cost may be higher if your project has special circumstances. We call these circumstances “exclusions” and have defined many of them in the details section for each item on your Pre-estimate. Your pro will be able to inform you of any exclusions once they are on-site, and adjust price accordingly.

Scheduling

What cities do you offer online scheduling in?

Our free Certified Pro service, which includes the ability to schedule Certified Pros online, is available in cities across the country. We do our best to find available Certified Pros for any project, anywhere. However, some requests may take longer to source available Certified Pros depending on your project requirements and location.

How do I schedule an appointment?

Text us your home project at 776-776 to get started, or start a home to do list on our home page.

How do I cancel or reschedule an appointment?

Text us at 776-776, call us at 1-800-597-4776, or email us at support@pro.com.

Am I scheduling the work or an estimate?

Some jobs require an on-site estimate before the work can begin. Your Pro.com Home Project Manager will discuss this with you after you submit your request. You may also call us at 1-800-597-4776 with any questions about your project beforehand.

Are on-site estimates free?

Estimate policies differ by pro. In cases where an estimate is straightforward, the estimate is usually free. In other cases, an estimate may require an in-depth consultation. Usually pros will charge a fee for this consultation, but discount the fee if you choose to proceed with your project. Consult your Pro.com Home Project Manager to determine whether your project might require an estimate fee.

What should I expect on the day of service?

You pro should arrive within 10 minutes of the scheduled start time. If they are running late, they will notify you. Your pro will leave the job site clean and organized, even if it’s a messy project. When your project is complete, your pro will invoice you through Pro.com and we will charge your payment method on file.

What if something goes wrong on my project?

We are always here to help. Just call us at 1-800-597-4776 and we’ll work with you to make things right.

Certified Pros

How do you certify pros?

Certified Pros are deeply qualified home services professionals who meet Pro.com’s high bar for quality and service. We background check every Certified Pro, verify their license and insurance according to local laws, and scrutinize public records and online reviews.

How do you match Certified Pros to my project list?

Our Pro Match algorithm finds the best fit Certified Pros for your project using a variety of ranking factors, including how well their skillset fits your projects, how soon they can start, and their recent quality scores.

Does every Certified Pro have a license and insurance?

We verify that each Certified Pro has the license and insurance they are required to according to local laws.

What does it cost to be a Certified Pro?

Nobody can pay to become a Certified Pro. Once certified, our pros pay a percentage fee based on each completed project. This fee does not increase the invoice price for customers.

How can I get certified?

To apply to become a Pro.com-Certified Pro, please fill out this form.

Payments

When do I pay?

For most projects, payment occurs after the work is complete. Larger projects may require a down payment or progressive payments.

Do I pay you or the pro?

Payment is processed by Pro.com. Note that you must pay through Pro.com to be eligible for the Pro.com Guarantee.

What payment methods do you accept?

We accept credit card or check.

How does Pro.com make money?

Pro.com charges its pros a reasonable percentage fee for every completed project.

What are the terms of the Pro.com Guarantee?

We want you to be happy with your Pro and your job. If the Pro caused damage or the scope of work was not completed you can file a Pro.com Guarantee Claim with us and we will work with you and the Pro to get the job done right. If the Pro cannot resolve the issue we will spend up to $1,000 or the original cost of the job (whichever is less) for another Pro to come and correct the work.

The Pro.com Guarantee is subject to the following requirements:

  • You do not believe in good faith that the scope of work as agreed upon in writing was completed or the Pro damaged your property as a result of the job.
  • It’s been less than 45 days since the date the job was completed, you paid for your job entirely through Pro.com, and the job was completed by a Pro.com Certified Provider.
  • You follow our claim resolution policies and process (including, without limitation, providing written documentation of agreed scope of work, change orders, and proof of damage).
  • You work with us in good faith to resolve the issue (including, without limitation, allowing the original Pro to attempt to fix the issues on subsequent visits).
  • If you still aren't happy, you must allow Pro.com to designate another Pro to help you. We will pay that Pro up to $1,000 or the original job cost paid by you, whichever is less. You are obligated to pay all amounts in excess of that.
  • We reserve the right to change the guarantee terms at any time, however the guarantee that was in effect on the completion date of the job you are filing a claim for will apply to any claim you make for that job.
  • The job performed was not house cleaning or carpet cleaning services.

Note: In order to be eligible to file a Pro.com Guarantee Claim, you may be required to:

  • Work in good faith with Pro.com to file insurance claims on your behalf; and/or
  • Provide written documentation of the services, agreed scope of work, change order, and/or damage

To file a Pro.com Guarantee Claim simply call us, text us, or email us and we’ll walk you through the steps and any necessary documentation.