Ten published commitments every Verified Member makes — from licensing and insurance to written estimates and honest repair-vs-replace guidance.
Every Verified Member company attests to these ten commitments as a condition of membership. A member that fails to honor them after a documented complaint loses Verified status.
1. Licensed & Insured Hold all licenses required in the jurisdictions served and maintain general liability insurance appropriate to in-home service work.
2. Transparent Diagnostic Fees Disclose the diagnostic / service-call fee before booking, and state clearly whether it is credited toward the repair.
3. Written Estimates Before Work Provide a written or electronic estimate — parts and labor — and obtain approval before beginning any repair.
4. Warranty on Workmanship Stand behind repairs with a stated warranty on labor of no less than 90 days, and pass through manufacturer parts warranties.
5. Honest Repair-vs-Replace Guidance Tell the customer when replacement is the better economic choice, even when it costs the company the job (see the 50% rule).
6. Quality Parts, Disclosed Identify whether parts are OEM or aftermarket before installation, at the customer's option wherever availability allows.
7. Respect for the Home Protect floors and surfaces, clean the work area, and leave the home as found.
8. Prompt Complaint Resolution Acknowledge customer complaints within 2 business days and resolve them in good faith.
9. Truthful Advertising & Reviews No fabricated reviews, no bait pricing, no misrepresentation of brand authorization or certifications.
10. Lawful Practices Comply with all consumer-protection, EPA refrigerant-handling (Section 608), and employment laws applicable to the trade.
Homeowner Hiring Checklist
Five questions to ask before booking any appliance repair company:
What is your diagnostic fee, and is it credited toward the repair? A pro answers instantly. Evasion is a red flag.
Will I get a written estimate before work begins? The answer must be yes.
What warranty do you offer on labor and parts? 90 days labor is the AARA floor; many members offer one year.
Are you insured for in-home work? Verified Members must be.
If replacement is smarter than repair, will you tell me? Standard 5 requires it.
