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FAQ

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FAQ

How much does Fixer cost?

Labor Time: Prorated Pricing After the First Hour

After the first hour of in-home service for each Fixer, we prorate by the minute. That means that just because your job takes 65 minutes, you don’t have to pay for the full second hour.

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, and we charge a reduced rate for time spent shopping — saving you time and money in the end. It’s our aim to get your project done safely, correctly, and quickly so you can enjoy your home.

Payment Methods

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.

Tipping Fixers

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. Note that our Fixers are all full-time employees, with benefits. That said, 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.

Where can I find Fixer’s COVID-19 practices?

We take the health and safety of our staff, customers, and communities very seriously. 

Our COVID-19 practices and policies are kept up-to-date at https://fixer.com/blog/stayinghealthy

What’s in the Fixer Tool Bag? More than you think!

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
  • Wrench
  • Hammer
  • Knife
  • Saw
  • Level
  • Flashlight
  • Putty knife
  • Channel Lock
  • Gator Grip Socket
  • Ratchet 3/8″
  • Hex key set
  • Pry Bar
  • Drill bits
  • Chisel
  • Stud Finder
  • Pliers
  • Scissors
  • 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
  • Epoxy
  • 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
  • WD40
  • Washer Kit
  • Nail Kit
  • Sinker Nails
  • Strap Toggle and Bolt
  • Screws, Bolts, and Anchors
  • Picture Hanging Kit
  • Spackle
  • Multipurpose Adhesive
  • Caulk

What happens when I save a credit card to my account?

Adding a credit card to your account makes your checkout experience pain-free once we’re done completing work at your location. Here’s how it works:

  1. 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. You may also choose to skip this step if you prefer. If you do, you will be billed by the Fixer at your location.
  2. When your job is complete, we will send you a text message with a link to finalize your bill.
  3. Add a tip for your Fixer(s), if you would like.
  4. 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 dispatch@fixer.com.

How can I get in touch with someone at Fixer?

We are here 7 days a week to answer your questions. And it usually happens within minutes!

Email us: Concierge@fixer.com

Text us: 855–58-FIXER (855–583–4937)

Chat us in the bottom right corner

Is Fixer insured?
Yep. We are bonded and insured everywhere we accept bookings. If you need any specific documents, you can reach out to our concierge team: concierge@fixer.com.
What types of customers have you worked with?
All kinds! Homeowners, renters, commercial tenants, management companies, realtors and many more. Everybody has something broken that needs fixing!
Which payment methods do you accept?

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.

Why do some jobs require more than one Fixer?

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.

Can I assist my Fixer?
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 the following:

  • 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.

To view the full waiver of liability related to assisting your Fixer, see our Terms of Use.

Care & Protect FAQ

How do each of the plans work and when will my first visit be?

  • 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 credit card will be charged before each visit—starting on your enrollment date—and a credit for the upcoming visit will be added to your account at that time.

Your first Care & Protect 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.

You are also eligible for the 10% (or 15%) off labor discount as soon as you sign up — for any current or future job, as long as you’re enrolled. 

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.

What’s the contract term / cancellation policy?

You’re not tied to any contracts, and you can cancel your membership at any time. There are no fees to cancel, although you will forfeit any unused visit credits.

How does scheduling work and who will my Fixer be?

Your first Care & Protect visit is typically scheduled for about a week after your enrollment. Your Fixer will show up ready to discuss your home care priorities and to create a plan for ongoing maintenance and special projects.

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.

Each Care & Protect member is assigned a Regular 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 this same Regular Fixer to every appointment, but we may occasionally send another Fixer because of the skills required or scheduling constraints. In those situations, your Regular Fixer is still the point person and should be in contact with the other Fixer(s).

How can I add tasks onto an upcoming job?

Your upcoming (and past) jobs are always available at https://my.fixer.com/visits, and you can add tasks there. Alternatively, you can text 855-58-FIXER (34937) or email concierge@fixer.com and we’ll make the necessary updates.

How do my visit credits and labor discounts work?

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.

Your visit credit pays for the first 2 (or 4) hours and any additional labor hours will be discounted at your plan rate (either 10% off or 15% off). You cannot roll over unused time from an individual visit, so we encourage customers to fill the time with additional projects. Of course, our Fixers can always recommend preventative maintenance tasks if your own list is empty! 

If you need an “extra” visit just let us know and we’ll schedule that for you. We will make our best effort to send your Regular Fixer. The labor will be billed at the discounted rate for your plan (10% off or 15% off).

When will I be billed for my membership?

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

If you’d like to permanently move up your billing date, we can make the change and note your preference for an earlier Care & Protect visit. We are unable to make one-off adjustments of your billing date, however.

If you would like to upgrade or downgrade 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. 

You can view individual jobs and their invoices by visiting https://my.fixer.com/visits Membership charges are not currently shown, but this feature is coming soon, and you can reach out to our team if you need a report showing these charges.

What happens if I move or want to use this on multiple properties?

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.

What happens if my Fixer needs to shop for materials?

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 Care & Protect visit.

If you elect to finish the project during that visit, the Fixer will bill for shopping time at our normal shopping rate. If you defer the shopping for later, you won’t be billed for shopping time—instead your Fixer will make a shopping list and purchase the necessary materials in between other jobs, and before your next 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. You can learn more at https://fixer.com/pricing-services

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