FAQ

Subscription Overview: How Does It Work?

Assessment To Start:

  • A GHM Home Assessment Expert walks through and around your home looking for both maintenance and safety issues.

  • For every identified issue, we document the following:

  • Issue: What is the actual issue?

  • Proposed Solution: What we feel needs to be done to fix this issue.

  • Priority of getting it fixed:

  • Low: This is something that is probably just fine, but we’re going to keep an eye on it. We could fix it, but your home will be fine without the repair.

  • Medium: This is something that will eventually need to be fixed, but not something that requires immediate attention.

  • High: This is something that we recommend getting fixed right away.

  • Cost Estimate of the Proposed Solution: Usually a high/low range to start.

  • This assessment also includes documenting all of the different appliances in the home, their model numbers, purchase dates (if known), warranty status, etc.

Normal Ongoing Subscription:

2 Day Out Communication:

  • We send you an email or call you outlining what we plan to do for the home during our visit and what time we plan to be there.

  • We outline what we’re keeping an eye on from the assessment and the last visit

  • We give you the opportunity to respond and tell us if there’s anything else you’d like us to do, and if there is anything we planned to do that you do not want completed within your hour of handyman time.

The Visit:

  • We will arrive on time, or else we will call you prior to the expected arrival time to let you know that we’re running behind.

  • The home coordinator will spend the first few minutes getting the handyman moving on the work to be completed that visit.

  • The home coordinator will then meet with you briefly to chat about the home, if you’ve noticed any issues or had any safety concerns.

  • The home coordinator will then work with the handyman to ensure they have what they need and that they are progressing as planned.

  • If there is down time for the home coordinator while the Handyman is working they will return to their vehicle in order to stay out of your way while the handyman is completing his work.

  • At the end of the visit, the home coordinator will review the work completed and schedule the next visit.

Post Visit Communication (within 48 Hours)

  • We will send a recap of what was completed.

  • An update on the items we’re keeping an eye on from the assessment.

  • Communicate any new issues that were uncovered during the visit and provide a plan of action for them.

Outside of the regular monthly visit, we’re your contact for anything, and everything for your home’s maintenance.

Customers will have a direct line of communication (Email, Text, Call) to their dedicated home coordinator for any issue, concern, or question regarding their home.

Typical Calls to the Home Coordinator

  • Issue related but not limited to:

  • Plumbing

  • Appliance repair

  • HVAC

  • Electrical

  • Pool

  • Pests/Rodents

  • Need for a safety item

  • Desire to adapt or upgrade a room

  • Need for additional services like lawn care

  • Christmas lights

  • Roofing

  • Fencing

  • Concrete

  • Etc.

Once a call is made about any issue, the home coordinator will facilitate getting a solution. We identify the correct vendor partner to help, give our clients a quote for the fix, and get someone out to get the work done. The clients do not even need to be home for the work to be completed, the home coordinator serves as a client representative.

Subscription Model FAQ’s:

Who works for you directly, and who is a vendor partner?

Our clients’ primary point of contact is the home coordinator, which is a Golden Home Management employee. The people we bring in to complete the required work are all vendor partners.

Why don’t you employ the vendor partners?

If we employ the handymen, plumbers, drywall installation folks, electricians, etc. that provide their service, we can only serve the customers that our employees have bandwidth to get to. By partnering with companies who specialize in specific trades, we can have multiple companies of the same type on-call, so that our customers never have to wait long to get their needs met. For example, if we needed a plumber to come fix a toilet quickly, and one of our vendor partners told us that their entire week was booked, we could move on to the next vetted vendor partner and get that toilet fixed within 24 hours.

What happens in emergency situations?

Most emergencies are either plumbing, HVAC, or electrical-related. We have partnered with MEND Services which covers all three of those trades to serve our customers in emergency situations. If you call your home coordinator after hours, you will be given the option to leave a message with your issue if it’s not an emergency, or to be put through to MEND Services in the instance of an emergency.

A $99 a month subscription rate is very low. How do you guys make money?

You’re right! It’s not our home maintenance subscription model that provides us with the most income. We make money by negotiating discounts with the vendor partners that we bring in to complete the work for our clients. Our clients pay the same rate they would if they hired the vendor partner directly, but we make money by negotiating a discounted price because of the volume of business we bring to our vendor partners.

How does billing work?

All billing for both subscription, materials, and project work outside of monthly visits goes through GHM. Customers can be auto-billed for their recurring monthly payments for both the GHM subscription as well as any other monthly services we set-up, including lawn care, pest control, pool service, cleaning, etc. Typically, customers include an acceptable variance amount of $150.00 a month for material costs that might come up for things like furnace filters, for example. This amount (which is at the customer’s discretion) is allowed to be billed without approval. Finally, for individual projects, our clients will receive one invoice for all of the work completed.

How do I communicate with my home coordinator?

Home coordinators are available via text, phone, and email from 8:00 AM - 6:00 PM Monday through Friday.

Messages received outside of that window will be responded to by 10:00 AM the following business day.

What happens if my home coordinator is on vacation?

We have three levels of back-up for our home coordinators:

  1. Every customer has the contact information for their home coordinator’s direct manager.

  2. Every home coordinator has a second home coordinator that they partner with to ensure that if they take a day off their clients are covered. Home coordinators are required to send a communication to their clients to ensure they know how to get in touch with the secondary home coordinator while they are out.

  3. The main GHM line at 512-535-7135 will get you to someone on the team that can help.