General Fixer FAQ
Labor Time: Prorated Pricing After the First Hour
We charge a one hour trip fee to come out, which is credited to your final invoice and covers your first hour of service. After that first hour, your visit is prorated to the minute. That means that just because your job takes 65 minutes, you don’t have to pay for the full second hour. We will do our best to estimate your job cost with the information we have, but your final invoice will reflect the time your Fixer spends working.
Special Materials and Shopping
For jobs that require specific materials beyond our standard kit, our experts will do the shopping for you. They are trained and practiced at getting the right parts in a single trip. It’s our aim to get your project done safely, correctly, and quickly so you can enjoy your home. With our membership plan, we include time spent on shopping trips for free. Non-members are charged as part of our hourly rate for shopping time. Customers always have the option to provide their own purchased materials as well.
Fixer accepts all major credit cards. After your job is complete, we’ll send you a link by text and by email where you can view and pay your invoice, and leave a tip if you choose to.
Tips are not expected, though if you’d like to leave one we do provide an easy way to do so once a job is ready for payment. Our Fixers are dedicated employees with benefits, but if you’d like to leave a tip, we recommend $10-20 per hour.
For more detailed information on our pricing, please visit our Services & Pricing page.
Every Fixer tool bag is filled with more than 30 tools and materials – from screwdrivers and hammers to spackle and toilet repair kits. We know a lot about typical home repairs and our Fixers typically carry more than enough to get those jobs done.
Whats in our bag?
Standard Fixer Tools
- Screw driver
- Putty knife
- Channel Lock
- Gator Grip Socket
- Ratchet 3/8″
- Hex key set
- Pry Bar
- Drill bits
- Stud Finder
- Tape Measure
- Locking Pliers
- Vice grips
- Tin snips
- Screw extractor
- Faucet and sink installer
- Drywall saw
- Tile Nippers
- Sanding Block
- Wire Brushes
Standard Fixer Materials
- Assortment of sandpaper (hand)
- Wood and Plumber’s Putty
- White Primer
- Toilet Repair Kit
- P-Trap Washers and Kit
- 9V Batteries
- Interior/Exterior Sheet Metal Screws
- Wire Connector Assortment
- 15 Amp Duplex Outlet
- CU Duraclad Armored BX/AC-90 Cable
- Electrical, Masking, and Teflon Tape
- Deck Wash
- Washer Kit
- Nail Kit
- Sinker Nails
- Strap Toggle and Bolt
- Screws, Bolts, and Anchors
- Picture Hanging Kit
- Multipurpose Adhesive
Adding a credit card to your account makes your checkout experience pain-free once we’re done completing work at your property. Here’s how it works:
- Add a credit card to your account when you request a Fixer. Our secure payments provider will authorize your card for either $0 or $1 depending on your bank, so you may see a reference to that on your statement.
- When your job is complete, we will send you a text message with a link to finalize your bill.
- Add a tip for your Fixer(s), if you would like.
- Your card will be charged for the full amount of your bill, including tip. If we previously authorized your card, we will not charge you for any amount that was held.
For more information about our secure payments provider, Braintree, click here. As always, if you have questions please feel free to reach out to our dispatch team via text message or at email@example.com.
We accept debit and credit card payments from all Visa, Mastercard, American Express, and Discover cards. We make it easy for you to pay online or on your phone as soon as your job is complete. Our Fixers are instructed not to carry cash, and we do not accept checks at this time.
There are some jobs that require two or more Fixers in order to complete safely and to properly care for your belongings. Examples include:
- Ceiling Fan installation – high ceilings
- Chandelier installation
- New door installation
- Undermount / cast iron sink installation
- TV Mounting – larger TV’s over 45” inches
- Some tile and painting jobs
For jobs such as these, we always recommend sending two Fixers to maintain our safety standards and to finish the job quickly and completely. We charge our hourly rate for each Fixer that works on your project. The more professional hands on a project, the quicker it goes. So in the end, you aren’t paying any more as we get it done in less time, and more safely, than with just a single pro. Our concierge will alert you if your specific project requires two or more Fixers when you book.
You are welcome to assist your Fixer! And if you’re interested in learning how to do the repair, Fixers are happy to share their knowledge with you.
If you do decide to assist, please keep in mind our 3 safety values:
- All accidents can be prevented
When lifting heavy or awkward objects, remember to hug the load close to your body, ensure a good grip, and squat rather than bend.
- Nothing we do is worth risking injury
Ask your Fixer for any other safety instructions relevant to the task at hand.
- Safety is everyone’s responsibility
Your Fixer may decline your help, especially if there is a concern for someone’s safety. Just like if you change your mind, we will do our best to get another Fixer there quickly to assist, or reschedule for a time when that’s possible.
Fixer Membership FAQ
Our annual membership plan includes routine visits throughout a 12-month period. The plan includes 15% off Fixer services, free shopping time, and exclusive member discounts.
A flat fee of $199/year will be charged to your card during the time of enrollment. This will auto renew after 12 months on your enrollment date. When each visit occurs, we apply the 15% off discounted rate for labor and then finalize your bill to include any extra materials that may be needed. If your Fixer applied a shopping trip to you visit, that will be removed from the final bill. You can always view your past individual jobs and invoices by visiting https://my.fixer.com/visits.
Your first annual membership visit is typically scheduled for about a week after you enroll. Your Fixer will show up ready to discuss your home repair priorities and to create a plan for ongoing maintenance and special projects.
We automatically schedule your visits monthly so you have one less thing on your to-do list. We have found this process really helps homeowners build a home repair habit. We are happy to update your plan to a schedule that works best for you, if you prefer something different. If a particular day-of-week or time-of-day works better for your schedule, just let us know! We send a text and an email to confirm all appointments, and if the time is inconvenient we can easily reschedule it for you — just reply to the text or email and our team will find a better time.
Each member is assigned a Preferred Fixer who acts as a point person for your projects and your home’s ongoing maintenance. This Fixer is able to work more effectively and efficiently because they get to know you, your home, and your priorities.
We make every effort to send your Preferred Fixer to every appointment, but we may occasionally send another Fixer because of the skills required or scheduling constraints. In those situations, your Preferred Fixer is still the point person and should be in contact with the other Fixer(s)
You’re not tied to any contracts, and you can cancel your membership at any time. There are no fees to cancel. You can cancel your plan by emailing our team at firstname.lastname@example.org. For Annual Plan members only, there is no refund for the $199, 12-month enrollment fee.
The labor will be billed at the discounted rate for your plan. For Annual Plan members only, shopping charges will be waived.
We would be happy to transfer your membership to a new property, as long as it is located in an area we serve. Just let us know and our team can set up the transfer for you. We allow one free transfer within a 12-month period.
Your membership only applies to a single-family home or an individual unit in a multi-unit property. If you have another property, you are welcome to purchase a separate membership for it.
When your Fixer identifies the need to shop for materials, they will offer you a choice between a) the Fixer shopping right away and finishing the project on that visit, or b) the Fixer shopping later and returning with the materials on your next membership visit. In both cases, the materials themselves are billed the same way. For itemized materials, a standard 20% markup is applied to cover the cost of insuring, maintaining and returning inventory.
For all members except for our Annual Plan members, if you decide to go with option a), your Fixer will complete the shopping trip in between appointments and come prepared for your next scheduled appointment. You will not be charged an extra fee for this. If you decide to go with option b), you will be charged a shopping rate for that same day.
You can learn more at https://fixer.com/pricing-services.
- The Essentials plan includes a quarterly visit (up to 2 hours) and a 10% labor discount on any additional labor.
- The Investment Protection plan includes a monthly visit (up to 2 hours) and a 15% labor discount on any additional labor.
- The Comfort plan includes a monthly visit (up to 4 hours) and a 15% labor discount on any additional labor.
Your membership is billed on the same calendar date every month (or every three months for the Essentials plan), beginning on your enrollment date. Once we have received your payment, the next visit credit will become available in your account. When each visit occurs, we apply the visit credit and then bill you for any additional labor or materials. You can always view your past individual jobs and invoices by visiting https://my.fixer.com/visits.
Your first membership visit is typically scheduled for about a week after your enrollment, and this visit receives the first credit for up to 2 (or 4) hours. Your Fixer will show up ready to discuss your home care priorities and to create a plan for ongoing maintenance and special projects.
Your visit credits do not expire as long as you remain a member, and you are welcome to combine them to pay for a longer visit. For example, you can skip your regular visit one month and then have a visit that is twice as long the following month.
We automatically schedule your visits so you have one less thing on your to-do list. If a particular day-of-week or time-of-day works better for your schedule, just let us know! We send a text and an email to confirm all appointments, and if the time is inconvenient we can easily reschedule it for you — just reply to the text or email and our team will find a better time.
Depending on your plan, your credit pays for the first (2 or 4) hours and any additional labor hours will be discounted at your plan rate. You cannot roll over unused time from an individual visit, so we encourage customers to fill the time with additional projects. If you need an “extra” visit added to your plan, just let us know and we’ll schedule that for you. The labor will be billed at the discounted rate for your plan.
If you’d like to permanently move up your billing date, we can make the change and note your preference for an earlier membership visit. We are unable to make one-off adjustments of your billing date, however. If you would like to upgrade or downgrade your plan, just let us know which plan you would like to change to and we’ll take care of the switch. The new plan will take effect on your next billing date.