More detail
Failure modes we treat as automatic remove-from-network events: failure to honor a quoted price, aggressive up-sells during the assessment, missed appointments without notice, breach of the no-resell agreement, work that does not meet the standards in the contractor's written quote, or any threatening or disrespectful behavior toward the homeowner or their family.
Investigation takes 5 business days in most cases. We contact both sides, request documentation (the original quote, any change-order paperwork, photos of work performed), and make a determination. If the issue is confirmed and the homeowner has already paid, we facilitate the dispute resolution with the contractor.
After investigation, you receive a new match to a different CAPS-certified contractor in your area. The original match is recorded against the contractor's network record; repeated incidents result in permanent removal.