FAQ's

How long has HouseCalls OnCall been doing this?

HouseCalls OnCall (HCOC) was founded in August 1998. We've grown by providing our members with 24 hour on call emergency response and with the home maintenance and improvement services of reliable, local, service professionals.

What areas does HouseCalls OnCall service?

We currently serve the Upper Cape; including the towns of Barnstable, Bourne, Falmouth, Mashpee, Sandwich and Hyannis.

How does HouseCalls OnCall get paid?

We are principally supported by consumers, as there is an annual membership fee to join HouseCalls OnCall.

Can being a member of HCOC really make a difference?

We've set the benchmark in customer service and have an extremely formidable network of local contractors and trades people. We provide a lot more than a "telephone book" of service professionals in your area, we give you the advantage of united purchasing power.

How can being a member of HCOC give me peace of mind?

We've made it our business to understand how important it is to provide our members with the peace of mind they need. When our members need services, response is never a problem because being a member makes you part of our 1000+ united homeowners. You will no longer be a single service seeker.

Is access to a computer necessary to use the Contractor Connection?

No. Members can speak to one of our representatives if they prefer. They simply call HCOC and we will take them through the steps to get the Member-Referred Contractor that is right for them.

What other services do I get with my HouseCalls OnCall membership?

As a member of HouseCalls ONCall you will receive unlimited access to the Contractor Conection, discounts from participating merchants in your area, and our Dispute Resolution Service.

What services does HouseCalls OnCall provide to its members?

HouseCalls OnCall members receive 24-hour emergency service through our OnCall Response Dispatch as well as unlimited access to the Contractor Connection, discounts from local particpating merchants and the Dispute Resolution Service.

What is the contractor connection?

The Contractor Connection is a member refferred list of reliable, local, service professionals, offering homeowners services in anything from housecleaning to home repair, general maintenance, home improvement, remodeling, additions, etc.

How do contractors get on the list?

Service Professionals are put on the Contractor Connection by providing a HouseCalls OnCall member with exceptional service! When a member receives good service, they have the option of putting the Contractor on the list. Companies can only get on the list by an active HouseCalls OnCall member. Companies cannot pay to be on the list,nor can they put themselves on the list.

Do contractors on the Contractor Connection need to be bonded, licensed and insured?

No. This information will be included in the company profile but is not  a requirement for Member-Reffered Contractors. All Emergency Service Professionals used by HouseCalls OnCall are bonded, licensed and insured.

Are members obligated to use HouseCalls OnCall Member-Referred Contractors?

No. We provide our members with a list of reliable Member-Referred Contractors to match their service needs, bu the ultimate decision to use them is up to the member.

How do I know that HouseCalls OnCall is providing accurate information about the businesses on the C

HouseCalls  OnCall Member-referred Contractors are thoroughly interviewed before being listed on the Contractor Connection. We contact the contractor directly, confirm the information given on the Service Report and create a company profile so that  members can have the most current information availabel to them. Members also have access to Service Reports from past customers to help them decide which Member-Referred Contractor is right for them.

What is the difference between being listed on the Contractor Connection and being an Emergency Serv

Professionals listed on the Contractor Connection are member-referred. HCOC provides accurate up-to-date information but members hire these professionals independent of HCOC. Emergency Service Professionals are pre-screened and dispatched for emergency services by HCOC. It is a requirement of HCOC that all ESP's are licensed, bonded and insured.

How do members use the Contractor Connection?

It's easy!! Whenever a member need a plumber, roofer, electrician, landscaper or any other type of service company, they simply contact HouseCalls OnCall by phone, fax or by visiting our website. We will then connect them with the names and numberds of the Member-Referred Contractor who has been recommended by other HouseCalls OnCall members. We will also provide them with information about the type of work that was done, what our members thought of the rates, whether the service professionals were punctual, polite, finished the work on time etc.

How do i know i am getting the Member-Referred Contractor that is right for me

HouseCalls OnCall Member-Referred Contractors are thoroughly interviewed before being listed on the Contractor Connection. We contact the member-referred contractor directly, confirm the information given on the Service Report and create a company profile so that members have the most current information available to them. Members also have access to Service Reports from past customers to help you decide which Member-Referred Contractor is right for you.

How does the Dispute Resolution Service work?

Upon receiving a complaint, HouseCalls OnCall will submit a letter to the Member-Referred Contractor on the members behalf. We will Then give the Member-Referred Contractor the opportunity to respond to the complaint. Often times, a dispute is the result of a simple miscommunication and we do our best to come to an agreeable solution on which both parties can agree. If the Member-Referred Contractor choose not to respond, we will continue to investigate the complaint on the member's behalf and then the Member-Referred Contractor may be removed from the approved list and moved to the mud list.

What if a project is cancelled before it is completed?

The decision to stop a project will have to be worked out between you and the member. Members should expect to pay for work and materials used up to that point. Even if a project is not completed we ask that members still contact  HouseCalls OnCall and file a Service Report.

What if I am not satisfied with the job?

At HouseCalls OnCall we want you to be satisfied with all home improvement repairs or maintenance tasks performed by one of our Member-Referred Contractors. We ask that you let us know which member referred contractor you have chosen to hire, and to keep us updated on the progress of your project. If something goes wrong we will help you to communicate with your Member Referred Contractor through our dispute resolution service.

How can HouseCalls Oncall guarantee quality service?

Remember that the only way to get on the Contractor Connection is to be referred by a satisfied member and the only way to stay on the list is to provide quality service. Once the work is finished members will be contacted by HouseCalls OnCall and asked to share any feedback they have about their service experience. Our Member-Referred Contractors have a reputation to uphold. They know that if they don;t provide quality service to our members it could mean a lot more than simply losing one client's business.

What is the benefit of being listed on the Contractor Connection?

Once you are listed on the Contractor Connection you are no longer just a name in the phone book. The Contractor Connection links your business with a network of homeowners looking for reliable, professional service. Your business appears on the list because you have provided exceptional service to a HCOC member, guaranteeing your business qualified referrals to other HCOC members.

How can HouseCalls OnCall make a difference to my company

We've set the benchmark in customer service and have an extremely formidable network of contractors, merchants and trades people. HouseCalls OnCAll can give your company access to hundreds of new clients. If you are interested in providing homeowners with quality product and service, our members will hear about it and spread the news to other members. HouseCalls OnCall can help increase your business success.

When and how does a member use the DRS?

HouseCalls OnCall requires that a member first tries to contact the company about the complaint and that the complaint is current (less than 6 months old). If the complaint is more than 6 months old we require written proof of the warranty. The member then completes a report and describes the issue. Once that has been submitted, HouseCalls OnCall will send the member some additional documentation to be filled out for the complaint. The documentation is then sent to the company with an informative letter explaining the resolution expectation. We ask the company to respond to the complaint within two weeks.

What is the HCOC Dispute Resolution Service?

The Dispute Resolution Service is a third-party complaint process designed exclusively for HCOC members. HCOC leverages the strength in numbers to attempt to resolve consumer complaints for our members. There is no charge to use the DRS for a complaint.

Does a service provider need to be put on the Contractor Connection for a member to use the DRS?

No. Members can use the DRS with any vendor or service provider they choose, regardless of whether or not they are listed on the Contractor Connection.

Why is the dispute resolution so effective?

While we cannot stron-arm a provider to resolve the issue to your satisfaction, we find that if they care about their reputation, we often have the power of persuasion. However, we cannot guarantee a resolution.

Can HCOC give legal counsel?

No.

How has the DRS worked for HCOC members in the past?

We have helped a lot of our members get refund, repairs and re-do's for remodeling jobs of all types> How? There's power in numbers.....and you have the strength of the entire HCOC membership base behind you.

What are the possible outcomes for Dispute Resolution complaints?

There are four (4) possible outcomes describing the complaint status: In Progress, Resolved, Unresolved and Mud List. The outcomes are described below. In Progress: The complaint is currently in progress. No final outcome has been determined. Resolved Positive: The complaint is closed as resolved because the service company has met the member's request for resolution of the complaint as outlined in the complaint form. In some cases, the service provider may have provided a counter offer, which the member has accepted. Reolved Negative: The complaint is closed as unresolved because the service company has responded to the member's request for a resolution but has declined to fulfill the member's requirement for resolution. In some cases, the service provider may have provided may have provided a counter offer, which the member has declined. Mud List: Compnaies may be put on the Mud List for two reasons. Either they declined to respond to the complaint or they initially responded, indicated a plan to resolve the complaint and then failed to follow through with the procedure.

What happens if a company responds but does notresolve the complaint?

If both parties cannot come to agreement as to how the complaint should be resolved, we will print both sides of the story in our periodic publication and on the web bu the report may continue to affect the company's rating on the Contractor Connection.

What if the company resolves the complaint?

HouseCalls OnCall will keep the original report on files as a positive response for other members' information. Members are given the opportunity to comment on the resolution process. No service provider can be perfect 100% of the time. This is important. We believe that a service provided should be measured not by the mistakes they make by the steps they took to fix the mistakes!

What if the member does not complete/send the required documentation?

If we do not receive the documentation within two weeks, we will assume that the member is no longer pursuing the issue.

Where does the complaint go after the process is complete?

The detailed complaint may be published on our website and in the Mud List column of our periodic publication, so members can see both sides of the story for themselves.

What if a member is not satisfied with the services provided?

If a HouseCalls OnCall member is not satisfied with the service provided by an Emergency Service Provider or a Member-Referred Contractor they can file a complaint through the HCOC Dispute Resolution Service. Upon receiving a complaint, HouseCalls OnCall will submit a letter to the service provider on the member's behalf. We will then give the ESP or the Member-Referred Contractor the opportunity to respond to the complaint. Often times, a dispute is the result of a simple miscommunication and we do our best to come to an agreeable solution on which both parties can agree. If the service provider chooses not to respond, we will continue to investigate the complaint on the member's nehalf and then the ESP or Member-Referred Contractor may be removed from the approved list and moved to the mud list.

What types of complaints are not able to be resolved through the DRS

HouseCalls OnCall reserves the right to decline any complaint we determine fails to fit within the parameters of the program. Such as, complaints filed for purposes other than resolution or complaints more than 6 months old and/or outside the warranty period. In addition, we do not allow any form of inappropriate language (i.e. vulgar), or personal attacks on the company or any member fo the company.

What if the company/member is being sued?

We will log a report about the experience but a DRS cannot be pursued if the parties are engaged in a lawsuit

Willa Member-Referred Contactor be removed from the Contractor Connection upon receipt of a member c

No. If a complaint is filed on a company listed on the Contractor Connection, HCOC  members will be informed of the negative report on our website and in our periodic publication. Members can track the progress of the service providery viewing current Service Reports.

What happens once the documentation is submitted?

We send it to the company with an informative letter explaining your resolution expectation. In this letter, we ask the company to respond, in writing, within two weeks.

What if the documentation is not submitted?

If we do not receive it within two weeks, we will  assume that you are no longer pursuing the issue. If you need to update the original report, simply contact us, and we can make the changes to the report for you.

How does the 24/7 OnCall response Dispatch work?

When a qualified emergency happens, a member calls the HouseCalls OnCall Center. The OnCall center dispatcher will assist the member with detemining the nature of the emergency and initiate the dispatch process. HouseCalls OnCall will then contact the Emergency Service Povider (ESP's) to establish response time. The ESP's must respond to the OnCAll Dispatch Center within 30 minutesat which time, a 2hour window will be provided specifying when a service professional will be at the site of the emergency. The ESP must respond to the emergency within an assigned window and take appropriate action to stabilize the emergency situation. The OnCall Center dispatcher will apprise the member as to the arrival time of the ESP and the rate charges by the service provider. Upon  initiation of the dispatch procedure, the member will provide the OnCall Center dispatcher with a valid credit card to secure the payment for the emergency service. Such payment will be processed only after the emergency has been stabilized or upon approval of the member by signature on the Emergency Response Ticket from the ESP. The ESP will then notify the OnCall Dispatch Ceneter that the emergency has been stabilized. Following notification from the ESP that the emergency has been stabilized, the OnCall Center dispatcher wil lcontact the member to verify that this is the case and to provide any necessary additional information.

Is HouseCalls OnCall paid for non-emergency services provided to its members?

No. Access to the Contractor Connection is included in the HouseCalls OnCall Membership and all services shoudl be paid for directly to the Member-Referred Contractor.

What is the difference between the Emergency Service Professionals and the companies on the Contractor Connection?

The professionals dispatched for emergency disptach from the OnCall Center are service providers that are contracted to respond to our members throught eh OnCall Center and are required to have passed our ridged qualification process. The companies listed on the Contractor Connection are only required to be from a member referral and are not subject to the same qualification process.

Will I have to talk to a machine if an emergency happens in the middle of the night?

At HouseCalls OnCall you will never have to leave a message. Our OnCAll Center is live and staffed 24 hours a day to help guide you through any emergency.

How does a member know how much the emergency service is going to cost?

Prior to dispatch the member will be informed as to the responding vendors rates. Each vendor has a minimum response rate and an hourly rate per technician in addition to the rate.

What does the ESP do when they finish the emergency repair?

The ESP must notify the OnCall Dispatch Center that the emerfency has been stabilized. Following notification from the ESP that the Emergency has been stabilized, the OnCall Dispatcher will contact the member to verify this is the case and provide the necessary additional information.

When are emergency services paid for?

Emergency Service Professionals are paid directly by you after they ahve completed their services and the emergency situation is under control. Prior to dispatch, rates are always member approved.

How are emergency services paid for?

prior to dispatch we will confirm that your preferred method of payment is accepted before dispatching an Emergency Service Professiona to your home. All members wishing to pay with cash or checks, will still need to be secured with a credit card, EFT, or electronic check prior to dispatch. After services are performed and charges are authorized by member only then will payments be processed.

Is there any "follow up" once an emergency situation is under control?

After an Emergency Service Professional has completed their services he or she will contact the OnCall Center to inform us that they have completed their services and that payment has been received. We will then make a follow up call to teh homeowner, confirming the amoutn charged and making sure that the job was done to their satisfaction.

What if additional work is needed once the emergency is stabilized?

If additional service is required, byond stabilization, the homeowner/memner may engage the ESP contractor to do that work, at the member's option. The member may choose to select a contractor from the Contractor Connection List or select another contractor of their choice. ANy follow-up work is negotiated between the contractor and homeowner.member.

What is "My Account" and how do I use it?

My Account is your personal space on our website where HOuseCalls OnCall keeps your profile information secure for you. This is the place for you to update, or change your personal information.

Why is it so important that I reffer my friends, family and others to HCOC?

United Purchasing Power! It is important because the more members the better discounts HCOC can negotiate at local merchants and the more clout with local service companies.

Does HouseCalls OnCall offer a trial membership?

At this time HouseCalls OnCall does not offer a trial membership but for an annual fee you have unlimited access to quality goods and services for the entire year. Not to mention the peace of mind that comes with our 24/7 OnCall response Dispatch.

How do I renew my membership?

Your membership will automatically be renewed each year because we know that once you begin to take advantage of the services included with your HouseCalls OnCall membership, you will be completely satisfied! If for some reason you would like to cancel your membership, just contact us directly and we will assist you to take care of the cancellation requirements.

What is HouseCalls OnCall's privacy policy?

We here at HouseCalls OnCall take your privacy seriously. We will only ask for personal information when it is needed to process a request and we will not release personal information without your prior consent.

Why do service providers respond better to HCOC than if I call on my own?

At HouseCalls OnCall we provide you with more than just a "telephone book" of service professionals in your area. Being a member of HouseCalls OnCall gives you the advantage of United Purchsing power and access to the knowledge we have gained from years of working in th ehome services industry.

How does HCOC have the knowledge of Local Service providers?

We have gained our experience with local service providers from years of working with professionals on the Upper Cape. Members of HCOC have the benefit of or years of accumulated knowledge in the home management and home services industry.

How are HCOC members recognized?

It's easy! HouseCalls OnCall members will be required to show their membership card when taking advantage of Merchant Discounts. The member's name and the expiration date of their membership will be displayed on the card.

Does HouseCalls OnCall get paid for providing discounts to its members?

No. Local merchant discounts are included in the HouseCalls OnCall membership fee. There is no additionla charge ot the merchants or the members.

How do HCOC members recognise a participating merchant?

Participating merchants will display HCOC decals in an accessible location so that members know when to show their card adn save. New merchants or those with new offers can keep members updated through our website and periodic newsletter.

How do members know about particpating merchants and the discounts or services they have to offer?

It's easy to keep HCOC members informed about updates and new offers. HouseCalls OnCall keeps its members up to date through the current information listed on our website and by publishing a periodic newsletter.

What are Service Reports?

Service Reports are basically report cards for Member-referred Contractors, HouseCalls OnCall members are asked to submit Service Reports for any contractors used through the Contractor Connection. Theya re available to all HouseCalls OnCall members. service Reports not only help members choose which contractor to hire but they contribute to the overall quality of HouseCalls  OnCall.

When are Service Reports submitted?

Service Reports are completed upon completion of the project or service. Members submit reports by visiting our website or by speaking to one of our representatives over the phone.

How does the service grading system work and what does it rate?

Service Professionals  will be "graded" by HCOC members on a number of different categories including communications, quality of service, cost and overall value of the service performed. Members will be asked to answer a series of questions about their experience and an overall "grade" will be given to the service professional. HCOC members have access to all Service Reports submitted on any company listed on the Contractor Connction.

How does the ranking list work?

Service Professionals wil be ranked by ranked by the total number of reports submitted on their company.