Question 1

What's included in my membership?

Accepted Answer

All memberships include scheduled preventive maintenance visits, digital photo documentation, a Certified Maintenance Report, HVAC filter changes, smoke/CO detector testing, and access to your digital home twin. Higher tiers add more frequent visits, a monthly Time Bank for minor repairs, priority scheduling, and owner's representative services.

Question 2

What's the difference between the membership tiers?

Accepted Answer

Essential ($129/mo) provides quarterly visits with basic maintenance. Steward ($199/mo) adds seasonal protocols and enhanced reporting. Superintendent ($379/mo) includes 1.5 hours/month time bank and priority scheduling. Estate ($849/mo) offers monthly visits, 3 hours/month time bank, and white-glove vendor management.

Question 3

What exactly is checked during a visit?

Accepted Answer

We follow a full checklist that covers your HVAC, plumbing, electrical panel, smoke and CO detectors, water heater, appliances, windows, doors, foundation, roof (visual), gutters, and drainage. We also add seasonal tasks like winterizing or spring A/C prep.

Question 4

Do you handle emergency repairs?

Accepted Answer

We're not an emergency repair service, but we help coordinate trusted vendors for urgent issues. Superintendent members get 2-3 day priority response, and Estate members get 1-2 day response. For true emergencies like burst pipes or no heat, we'll help connect you with vetted emergency contractors.

Question 5

How do I schedule my visits?

Accepted Answer

After your initial home assessment, we'll set up a recurring schedule based on your tier (quarterly or monthly). You'll receive reminder notifications before each visit and can reschedule through your dashboard or by contacting us if needed.

Question 6

Do I need to be home during visits?

Accepted Answer

You don't need to be present. Many members provide keypad codes, smart lock access, or hidden keys. We'll coordinate access details during onboarding. If you prefer to be home, we're happy to schedule around your availability.

Question 7

Who performs the visits?

Accepted Answer

All visits are performed by our trained, background-checked technicians. They follow standardized checklists and document everything with photos. Our team includes certified HVAC specialists and experienced home inspectors.

Question 8

How long does a typical visit take?

Accepted Answer

Standard visits typically take 45-90 minutes depending on home size and complexity. Initial assessments take longer (2-3 hours) as we document all systems and create your home profile.

Question 9

What is the Time Bank?

Accepted Answer

Superintendent and Estate tiers include a monthly Time Bank for minor repairs and tasks beyond the standard checklist. Superintendent includes 1.5 hours/month; Estate includes 3 hours/month. This covers things like light fixture installation, minor caulking, hose bib replacement, etc.

Question 10

What can Time Bank hours be used for?

Accepted Answer

Time Bank hours can be used for minor repairs, adjustments, and small projects that can be completed during or around your scheduled visits. Examples include replacing light fixtures, touching up caulking, adjusting doors, installing smart home devices, or minor plumbing adjustments.

Question 11

Do unused Time Bank hours roll over?

Accepted Answer

Yes! Unused hours roll over to the next month with limits. Superintendent members can bank up to 4 hours maximum. Estate members can bank up to 9 hours maximum. Hours beyond these limits expire.

Question 12

What if I need more hours than my Time Bank provides?

Accepted Answer

Additional Time Bank hours beyond your monthly allocation are billed at $65/hour, significantly less than typical contractor rates. For larger projects, we recommend using our Owner's Representative service to get competitive bids from vetted contractors.

Question 13

What is the Owner's Representative service?

Accepted Answer

When you need contractors for repairs or projects, we act as your representative—identifying qualified vendors, collecting competitive bids, scheduling work, and overseeing completion. We never mark up contractor costs. You pay the vendor directly for their work.

Question 14

How many projects are included with Owner's Rep?

Accepted Answer

Essential and Steward tiers can use Owner's Rep services for a $75 coordination fee per project. Superintendent tier includes 2 projects/year at no extra charge. Estate tier includes 4 projects/year at no extra charge.

Question 15

How do you vet your vendor network?

Accepted Answer

All vendors in our network are licensed, insured, and have been personally vetted through multiple successful projects. We check references, verify credentials, and maintain ongoing quality standards. If a vendor doesn't meet our standards, they're removed from the network.

Question 16

Can I use my own contractors?

Accepted Answer

Absolutely. You're free to use any contractor you prefer. If you'd like us to oversee their work or coordinate scheduling, we can do that as part of our Owner's Rep service.

Question 17

How is my monthly price calculated?

Accepted Answer

Your price starts with your chosen base tier. We then add complexity adders — extra monthly fees for homes that need more care. During onboarding we look at things like home size (over 3,500 sqft), extra HVAC systems, pool/spa, generator, septic, well water, and lot size, then give you one clear all-in price.

Question 18

What are complexity adders?

Accepted Answer

Complexity adders are extra monthly fees for homes that need more care. Pool/spa systems (+$55/mo), generators (+$20/mo), irrigation winterization (+$15/mo), large homes (+$40 per 2,000 sqft over 3,500), large lots (+$25/mo over 0.75 acres), well water (+$30/mo), septic systems (+$30/mo), and extra HVAC units (+$10/mo each).

Question 19

Is there a discount for annual payment?

Accepted Answer

Yes! Pay annually and get 12 months for the price of 11—effectively one month free. This applies to your base tier plus any complexity adders.

Question 20

Can I cancel my membership?

Accepted Answer

Yes, you can cancel anytime with 30 days notice. Essential, Steward, and Superintendent members have no long-term commitment. Estate members have a 12-month minimum commitment; cancellation within the commitment period may not qualify for a prorated refund. Annual prepay members can cancel and receive a prorated refund for remaining months, minus the discount already received.

Question 21

What payment methods do you accept?

Accepted Answer

We accept all major credit cards, debit cards, and ACH bank transfers. Payment is processed securely through Stripe. You can manage your payment method anytime through your member dashboard.

Question 22

What's included in the consumables allowance?

Accepted Answer

Each visit includes a consumables budget for supplies like HVAC filters, smoke detector batteries, basic caulking, light bulbs, and similar items — $15 at Essential, $25 at Steward, $40 at Superintendent, and $60 at Estate. Anything beyond this allowance is billed at cost with no markup.

Question 23

What happens if I sell my home?

Accepted Answer

Your membership is tied to you, not your home. If you sell, you can transfer the membership to your new home within our service area, or cancel with 30 days notice. We’ll also provide a complete Digital Home Twin export for your buyers — a great selling point that can help your home stand out.

Question 24

Can I pause my membership?

Accepted Answer

Yes, you can pause your membership for up to 3 months per year (for example, during an extended vacation). Your maintenance records and Digital Home Twin are preserved. When you resume, we’ll schedule a catch-up assessment to ensure nothing was missed during the pause.

Question 25

Do you work with HOAs?

Accepted Answer

Absolutely. We coordinate with your HOA requirements and can provide documentation to satisfy community inspection standards. Our Urban Living specialty package is specifically designed for townhomes and condos with HOA compliance documentation.

Question 26

What if I already have a home warranty?

Accepted Answer

Many of our members have both. Home warranties cover mechanical breakdowns after they happen — we prevent them. Think of us as the proactive layer and the warranty as the safety net. Our quarterly inspections often catch issues the warranty would cover, saving you the hassle of filing claims.

Question 27

Which membership tier includes pest control?

Accepted Answer

Here's how pest protection works by tier:

• Essential: add it for +$55/mo (brings Essential to $204/mo — only $15 less than full Steward at $219/mo).
• Steward and above: quarterly outdoor pest prevention against ants, spiders, stinging insects, and seasonal invaders.
• Superintendent and Estate: full indoor + outdoor coverage, rodent bait stations, a free annual termite inspection, and a free termite & wood-pest report (WDI) when you sell your home.
• Estate also adds seasonal mosquito, tick, and flea treatment (April–October) plus an in-ground termite bait system.

Question 28

What pests are covered under the membership?

Accepted Answer

Coverage grows with your tier:

• Steward and above: quarterly outdoor prevention for ants, spiders, wasps, hornets, and seasonal invaders.
• Superintendent and above: all of the above, plus full indoor treatments and rodent bait stations.
• Estate: everything above, plus seasonal mosquito, tick, and flea treatment (April–October) and an in-ground termite bait system.

All pest work is done by our licensed pest protection partners.

Question 29

How do rodent bait stations work?

Accepted Answer

At Superintendent and above, our licensed partners place tamper-resistant bait stations around your home's exterior — near garage doors, HVAC units, and other common rodent entry points. We inspect and refresh them at every quarterly visit. If we find rodents inside, we treat the interior at no extra charge. Bait stations work because they create a continuous protective perimeter, which is the most effective long-term prevention.

Question 30

How does the free termite inspection work?

Accepted Answer

Superintendent and Estate members receive a free annual termite inspection performed by one of our licensed pest protection partners. The inspection covers all structural wood members throughout the home. If termite activity is discovered, treatment options are discussed with no obligation to use our partner. This inspection alone saves $125–175 annually.

Question 31

What is a WDI report and why does it matter for home sales?

Accepted Answer

A termite & wood-pest report (WDI) shows whether termites, carpenter ants, carpenter bees, and other wood-destroying insects are present in your home. In Maryland and Virginia, VA and FHA loan buyers are required to have a current one — without it, those loans can't close. Superintendent and Estate members get this report free when they sell their home. Standard cost: $100–150.

Question 32

What if a pest issue appears between scheduled treatments?

Accepted Answer

Steward and above members: re-treatments for issues within your coverage scope are covered under our service warranty. Contact your steward and our licensed pest protection partner will respond within 24–48 hours at no additional charge. Essential members with the pest add-on are covered for coordination. Essential members without the add-on can request a referral to our vetted pest partners.

Question 33

What safety checks happen on every visit, for every tier?

Accepted Answer

Every visit, at every tier, includes these checks:

• Shock-protection outlets (GFCI) tested in all wet areas — bathrooms, kitchen, garage, and outside.
• Dryer vent checked for blockages.
• Sump pump operation test.
• Garage door auto-reverse safety test.
• Smoke and CO detector operation and battery check.
• Fire extinguisher pressure and expiration check.
• Water heater temperature and pressure-relief valve check.
• Light bulb condition review.

These baseline safety checks are done on every single visit.

Question 34

Why do you inspect dryer vents? Isn't that a DIY task?

Accepted Answer

Clogged dryer vents are a hidden fire risk. Dryer fires cause 15,970 house fires a year in the US, and 34% come from clogged vents (NFPA data). Most homeowners never check theirs because the vent is out of sight. Clearing lint costs nothing; ignoring it causes $35M+ in damage a year nationwide. It's one of the highest-ROI safety checks we do.

Question 35

What is GFCI testing, and why does it matter?

Accepted Answer

Shock-protection outlets (GFCI) sit near water and cut power instantly to prevent shocks. The catch: they can look fine while giving zero protection, so the only way to know they work is to test them. We test every one in your home — bathrooms, kitchen, garage, and outdoor outlets — on every visit, and flag any that fail for replacement before we leave.

Question 36

What happens when an inspection finds rot, seal failure, or a cracked foundation?

Accepted Answer

We photograph every finding, add it to your Digital Home Twin, and include it in your Certified Maintenance Report. Your steward explains how urgent it is: monitor (cosmetic), watch (re-check next quarter), or act now (start a repair). For anything actionable, we give a cost range and can set up a vendor referral or Owner's Rep project. Nothing happens without your approval, and we never hide a concern from you.

Question 37

How does foundation photo monitoring protect my home over time?

Accepted Answer

Starting at Steward, we photograph any foundation cracks or trouble spots at every quarterly visit, giving you a photo history over time. A crack unchanged over 8 quarters is likely stable; one that widens 1/8 inch over 4 quarters is a clear warning. Catching it early can mean a $500 repair instead of a $10,000–$50,000+ structural fix. No handyman or home warranty offers this kind of tracking.

Question 38

Why do most roof leaks come from flashing, not shingles?

Accepted Answer

Shingles shed water down a clean slope. Flashing is the metal that seals the tricky spots — where the roof meets a chimney, wall, dormer, vent pipe, or valley. Water changes direction at these points and can sneak behind flashing that's poorly sealed or corroded. Industry data shows about 90% of roof leaks start at flashing, not through good shingles. Our ground-level roof survey looks closely at the flashing around chimneys, walls, eaves, and vent pipes.

Question 39

Do you inspect chimney dampers and caps?

Accepted Answer

Yes, starting at Superintendent. We check three common chimney problems:

• The cap: a missing or cracked cap lets rain and animals straight into the flue — a top cause of water damage and animal entry in DMV homes.
• The damper: one stuck open wastes about 8% of your heat year-round. A $200 fix pays for itself in one heating season.
• Creosote buildup, checked through accessible inspection points.

We don't sweep chimneys, but we document concerns and recommend a certified chimney professional when needed. Creosote is the leading cause of the 25,000+ home chimney fires in the US each year.

Question 40

What is the AC condensate drain, and why does it cause water damage?

Accepted Answer

As your AC cools, it pulls moisture from the air and drains it through a condensate line. That line is dark and damp — perfect for algae. If it clogs, the drain pan overflows into the ceiling or attic below the unit. It's a top-5 cause of summer water damage in the DMV. A $15–25 float switch shuts the system off before it overflows. We check both drain lines and the float switch at Superintendent and above, usually at the spring HVAC visit before cooling season.

Question 41

Can a bathroom exhaust fan cause attic mold?

Accepted Answer

Yes — and about 30% of homes have at least one fan set up wrong. The fan is supposed to push damp air outside through the roof or soffit. If the duct just ends in the attic, it dumps that moisture onto your rafters and sheathing year-round, like a humidifier aimed at your attic. Over time that's exactly what mold needs. Cleanup can cost $3,000–$15,000; fixing the duct costs $15–40 in materials. We check that every exhaust fan vents outside at every Superintendent+ visit.

Question 42

What is stucco and EIFS moisture trapping, and should I be concerned?

Accepted Answer

Synthetic stucco (EIFS) was widely used on DMV homes built from the 1980s to early 2000s. When the caulk around windows and doors fails, water can get trapped behind the surface. Unlike wood siding that visibly rots and peels, EIFS can look perfect outside while wood behind it is soaked and rotting. On every Steward+ exterior walk we watch for warning signs: white mineral deposits, surface separation, soft spots, and cracks at window edges. If we see them, we recommend a specialist moisture-probe inspection.

Question 43

What is the deck ledger board, and why does it matter?

Accepted Answer

The ledger board is the beam that attaches your deck to your house. It's the deck's most important connection — and the one that fails most often. If it isn't properly sealed, water gets in and rots both the ledger and the house framing behind it, weakening the whole deck. Industry data blames ledger failure for about 90% of deck collapses. At Steward+ we check the ledger and its flashing where it meets the house, as part of the deck and patio assessment.

Question 44

Do you service gas fireplaces?

Accepted Answer

Yes. Gas fireplace annual inspection and cleaning is included at Steward tier and above. Our 6-point service covers the burner and pilot light, gas valve and connections (tested with electronic leak detection), venting system, thermopile and thermocouple, firebox interior vacuum, and glass/door/remote. Essential members can add annual gas fireplace service for $149/year. Estate members with multiple fireplaces have all units included.

Question 45

Is generator inspection included in my membership?

Accepted Answer

Generator inspection and load testing is included in Estate at no extra charge. At other tiers it's a +$20/mo complexity adder (an extra monthly fee for homes that need more care). Each year we do three things:

• Visual check of oil, coolant, battery, fuel, and connections.
• Transfer switch test — we confirm it switches over automatically in under 10 seconds.
• A 20-minute load test at 50–75% capacity, the only real way to know it'll perform during a long outage.

Question 46

What about EV chargers?

Accepted Answer

EV charger inspection is a +$10/mo add-on at any tier. We check the charger's mounting and condition, the wiring and outlet connection, the breaker size, and run an operation test with a test vehicle. We log the make, model, install date, and amperage in your home dossier. Have an EV charger? Mention it during onboarding so we include it in your visit.

Question 47

Do you cover pool and spa equipment?

Accepted Answer

Pool and spa coordination is included in Estate. Non-Estate members can add it for +$55/mo, which covers four quarterly equipment inspections (pump, filter, heater, plumbing fittings), pool open/close coordination with your pool service vendor, and pool house structure inspection. We don't replace your pool service — we oversee them and catch the equipment issues they're not paid to find.

Question 48

What if my home has a well or septic system?

Accepted Answer

Well and septic are complexity adders — extra monthly fees for homes that need more care — not separate memberships. Well water (+$30/mo) covers the visible well casing, pressure tank condition, and visual water-quality signs. Septic (+$30/mo) covers a tank-lid access check, drain-field surface condition, and yearly pumping coordination. For both, we flag any warning signs and bring in licensed specialists when needed.

Question 49

Do you check smart home systems?

Accepted Answer

Estate includes a smart home check as part of the full systems review. We confirm the hub or controller is online, check connected lighting zones, test thermostat response, review leak sensor placement, and note any security panel alerts. We don't program or troubleshoot smart home gear, but we flag anything offline, in error, or low on battery so you can fix it before it quietly fails.

Question 50

What are after-hours service rates?

Accepted Answer

Standard service visits occur during normal business hours (Monday–Friday, 7am–6pm). Work performed outside these hours — evenings before 7am or after 6pm, Saturdays, Sundays, or federal holidays — is billed at a 1.5× rate on any time-and-material labor beyond your Time Bank or consumables allowance. We always confirm scheduling and any associated rate implications before booking outside standard hours.

Question 51

What if I travel often or leave my home vacant for weeks at a time?

Accepted Answer

We offer Home Watch — vacant-home monitoring built on the national home-watch standard (a 22-point interior and exterior inspection) with a photo report after every visit. We check for water leaks, HVAC and humidity, sump pump operation, pest signs, security and detector status, mail and package buildup, and exterior/grounds condition. Estate members receive a monthly Home Watch check included; Superintendent members include a quarterly check; any tier can add Home Watch for +$89/mo. About 37% of home water-damage claims happen in vacant properties — a trained eye on a set schedule is very different from a neighbor glancing in.

Question 52

Can you coordinate window cleaning and power washing?

Accepted Answer

Yes. We schedule and oversee both through our vetted, insured vendor network, and we sequence them correctly so surfaces don't get re-contaminated. Window cleaning is quoted per project for all tiers. Power washing is available as a driveway-only service ($149) or house + driveway bundle ($349), or as part of the Exterior Refresh Bundle ($549/season, or $899/year for spring + fall). Estate members receive priority scheduling and coordination at no markup.

Question 53

How do you handle emergency situations?

Accepted Answer

We’re not an emergency repair service, but we’re your first call when something urgent happens. We’ll help coordinate trusted vendors from our vetted network and can often get you faster response times than calling cold. Superintendent and Estate members get priority scheduling for urgent issues.

Question 54

What does the first visit look like?

Accepted Answer

Your first visit is a comprehensive 90-minute walkthrough of your entire property. Our technician documents every system, checks all safety equipment, inspects the exterior, and creates your initial Digital Home Twin profile. You’ll receive your first Certified Maintenance Report and a prioritized maintenance plan within 48 hours.

Question 55

Can I choose which services are performed during visits?

Accepted Answer

Each visit follows our seasonal checklist tailored to DMV homes, but you can always request focus on specific areas. Your technician will address your priorities first, then complete the standard checklist. Higher tiers include more flexibility and time for custom requests.

Question 56

Do you service condos and townhomes?

Accepted Answer

Yes! Our Urban Living specialty package is designed specifically for condos and townhomes. We adapt our checklist for shared-wall properties, focus on interior systems, and help with HOA compliance. The package is actually $10/month less than our standard pricing since exterior scope is reduced.

Common Questions

Service & Membership

Scheduling & Visits

Time Bank

Projects & Vendors

Billing & Payments

Flexibility & Coverage

Pest Protection

Safety & Preventive Inspections

Water Entry & Home Health

Property Features & Special Systems

Getting Started

Still have questions?

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