Questions
Landlord and manager questions
Who do tenants call, you or me?
Your choice, building by building. On a plan, tenants can call or text us, and we open the work order and message you before we visit. Otherwise tenants call you and you send us the work order.
Can I set a limit on what you spend?
Yes. You set an amount for each unit or building. Work under it starts without a call. Work over it waits for your yes, in writing.
How are repairs billed?
Per work order, at the rate sheet we give you at sign-up, plus parts. If the job needs more than the work order says, we stop and call before we go on.
What does the plan leave out?
Repairs, parts, drywall, paint and tile. The plan buys walk-throughs, reports, the repair log and scheduling. It is not insurance.
Do you take calls at night?
Plan buildings on the On call plan do: an on-call plumber answers the main number. After-hours visits are billed at the after-hours rate on your rate sheet. Other buildings can leave a message and we call at 7 a.m.
How do I check your license?
We hold an Illinois plumbing contractor license. The number is in the footer of every page. Look it up with the state before you hire anyone.
What if the work is bigger than the work order?
We stop, photograph it and call you with the new scope and the amount before we go on. Nothing is billed that you did not approve.
How long does a repair take?
Most single-unit repairs are one visit. If a part has to be ordered, the work order says so and we tell you the date.
Do you pull permits?
Yes, when the work needs one, such as a water heater swap or moving a line. The permit and the inspection go on the work order.
Who is at the door?
A plumber from our crew, in a work shirt, with the work order on a phone. Tenants get a text with the plumber's first name and the visit window.
Does the tenant see the invoice?
No. The invoice goes to you or to the manager named on the work order. The tenant gets a note that the work is done.
Is my building at risk for lead or galvanized pipe?
Buildings built before 1986 can have lead solder or lead service lines, and many older buildings still have galvanized pipe. We note what we see on the walk-through. The EPA has guidance on lead in drinking water at epa.gov.
What areas and hours do you cover?
Rockford and the towns listed on the home page, Monday to Friday 7 a.m. to 5 p.m. and Saturday 8 a.m. to noon. Night calls are for buildings on the On call plan.
What does the warranty cover?
The owner of the business fills in the terms here. Ask for them in writing with your first work order.
Still unsure
Ask the office
Call or send a note. A person reads it.