The Relay Visibility Guarantee – Terms
Every company in the Relay Home Co. family works to one promise: total visibility. That means a live arrival time you can track to your door, photo updates of the work before and after, and a written price before anything starts. You always know who is coming, when they will be there, and what it will cost. This page lays out, in plain English, what that promise covers and how it works if something goes wrong. The guarantee window runs for 365 days from the day your service is completed.
What’s Covered
When you book with a Relay company, here’s what you can hold us to. These are the commitments every location works to, and they’re the same whether you’re getting a water heater swapped out or a garage door spring replaced.
- Workmanship. If the work we did fails within 365 days because of how it was installed or repaired, we’ll come back and make it right at no charge. That includes the labor and any parts we supplied.
- Honest pricing. The price you’re quoted in writing before the job starts is the price you pay. If we find something unexpected once we’re in the work, we stop, send you a photo, explain what changed, and get your go-ahead before adding a dollar to the invoice.
- On-time service. You get a live arrival time you can track on your phone, not a vague four-hour window. If we’re running behind, you’ll see it in real time. No sitting around wondering if anyone is coming.
- Visible work. Photo updates before and after the job, sent as it happens. You can watch the work even if you’re at the office or across town.
- Make-it-right resolution. If anything above falls short, the company you hired will fix it. That’s the whole point of the guarantee: not a wall of fine print, but a promise that gets honored.
How to Make a Claim
If something isn’t right within the 365-day window, the process is simple and it starts with one message. First, contact the Relay company you originally hired. Use the number or the booking thread from your original job. Every location keeps records of its work, so they’ll already have your details on file. Second, describe the issue. Send a photo if you can. Tell them what’s happening, when you first noticed it, and any reference number from your original invoice. The team will review it against the guarantee and respond promptly, usually within one business day. Third, the Relay family coordinates the resolution. If the issue falls under the guarantee, the local company schedules the follow-up work at no charge and you’ll get the same live arrival time and photo updates you had the first time around. That’s the hand-off working the way it should: nothing dropped, no phone tag, no chasing a claim through a call center.
Conditions
The guarantee is built on good faith, so the conditions are the common-sense kind. Keep your original invoice or booking confirmation so we can verify the service date and what was done. The work needs to have been used the way it was intended. Normal wear and tear is fine. If a problem comes from misuse, an accident, a third party modifying the work afterward, or a separate issue unrelated to what we did, that’s outside the scope. Reasonable access to the property is required for us to assess and complete any make-it-right work. And the guarantee applies to the original customer at the original service address. That’s it. We wrote this to be read in under a minute, not to hide catches in the margins.
Terms may vary slightly by brand and local regulations.
Written by the team at Relay Home Co., the track-your-job home-service family serving homeowners since 2010.