What happens when something goes wrong.
If a contractor doesn’t show up
Tell us. We’ll review the messages, the job post and the bid. If the contractor no-showed without a valid reason, we remove them from the platform. During the Atlanta pilot we’ll also personally help you find a replacement from our reviewed pool.
If the work is poor quality
Document it with photos in the job thread. We’ll mediate between you and the contractor, not as a court but as people trying to find a fair outcome. That might mean the contractor returns to fix the work, a partial refund agreed between you, or removal from the platform in serious cases. We track complaints, and contractors with a pattern of poor work don’t stay on HandyHome.
If there’s a payment dispute
You pay your contractor directly. HandyHome never holds your money, so we can’t reverse a payment or force a refund. We can mediate, review the evidence (messages, photos, the original bid) and give you our honest assessment. Contractors with a pattern of payment disputes are removed.
Payment scams
The most common scam in home repair is simple: someone asks for money up front, then never shows up. It usually comes with a request to pay a deposit by Zelle, Cash App, Venmo, wire transfer or gift cards, because that money is hard or impossible to get back once it’s sent.
Be careful if anyone in a job thread:
- asks for a deposit or full payment before any work has started;
- wants payment by Zelle, Cash App, Venmo, wire transfer or gift cards;
- says the price only holds if you pay today, or otherwise rushes you;
- asks you to send money to a different name than the one on their HandyHome profile.
No legitimate contractor needs to be paid in gift cards. If a job needs expensive materials, offer to buy them yourself or meet the contractor at the supplier. Agree on the price and scope in the bid and job thread before anything changes hands, so there’s a record of what you agreed.
When a message in your thread mentions one of these payment methods, HandyHome shows a short reminder under it and links here. We don’t block or change the message; the reminder is there so you can decide with the facts in front of you. If someone pressures you to pay this way, report it.
Report a problem
Message the contractor first through your job thread; most problems are misunderstandings. If that doesn’t resolve it, or if you ever feel unsafe, contact us with your name, the job title, the contractor’s name and what happened. Photos help.
We review every report by hand and reply within 2 business days during the pilot. If you are in danger, call 911 first.
See When something goes wrong for what to include in your email and how disputes are handled.
Read our Community guidelines for what we expect from everyone on HandyHome.