QUESTION 1: EXACTLY WHAT TYPE OF SERVICES CAN A HOME OWNER EXPECT FROM HDL? WHAT EXACTLY DO YOU DO?
Answer: In short, we are a “click button” resolution service for maintenance service requests. We have a membership menu that has roughly a dozen primary items most luxury properties in your area require. In addition to that, we have a standard rolodex with another 100 or so optional or on-demand items, with all of the details embedded.
What we do, is strive to make life more enjoyable for people that do not have the time, or desire to make drives to Home Depot, watch YouTube instructional videos, and spend their Saturday fixing household items needing attention. We solve for the complexity of today’s home which has evolved quite a bit since the late 1990’s.
QUESTION 2: DO YOU STAFF A 24 X 7 CONTACT CENTER FOR HOMEOWNER NEEDS?
Answer: Yes. We cover all time zones with business hours from 7 am EST, to 7 PM PST. In addition to those hours of staffing, your mobile app is your ultimate lifeline and you can report a problem or need electronically at your convenience — and will receive a call back based on severity right away. We never miss a message with our system. All events, calls, and needs are time stamped and managed diligently. No more making lists of what to fix, HDL permits its members to simply click a few buttons.
QUESTION 3: DO YOU MONITOR HOMEs IN RESORT AREAS OR THAT MAY SIT VACANT FOR CERTAIN PARTS OF THE YEAR? HOW DO WE KNOW IT IS BEING CHECKED REGULARLY & THOROUGHLY?
Answer: Yes. We actually have clients that select weekly, bi-weekly, or monthly walk through inspections. Even more robust are quarterly performance inspections of operating systems that are on a rolling calendar to help with preventative maintenance.
The minute we begin shooting required photographs or video of your home – it is available in a secured website portal for you or your property manager to review. Transparency and mobile inspections are the key to this type of real time observation and troubleshooting. Time stamps and GPS coordinates help ensure you are covered.
QUESTION 4: HOW DO YOU INVOICE YOUR CLIENTS? IS THERE A PAPERLESS OPTION?
Answer: We believe in the most efficient methods for anything we do. Most members are set up on a recurring charge to the credit card, and it occurs paperless. Even our payments to vendors, contractors and others are fully electronic.
QUESTION 5: WILL YOU TAKE HOMEOWNER TASKS FROM A NON-MEMBER? (i.e. IF YOU GET A CALL FROM SOMEONE NOT UNDER A MEMBERSHIP CONTACT?)
Answer: Well, our members come first. However in certain areas of the country, our vehicles are often seen by neighbors, or they learn of our membership program via word of mouth. Depending on the need, if trucks are in the immediate area, or if we have adequate down time – we may be able to assist. Rates for service are a bit higher than our members enjoy, but it depends on the nature of request. Finally, if we are assisting in an instance like this, a members most minor need would put these jobs on hold until resolved.