Frequently Asked Questions
This document is utilized as a reference for our homeowner network. These questions should allow as much transparency as possible when it comes to working within the Builder Backed network and providing services.
General Questions:
What is Builder Backed?
Builder Backed is a digital concierge that takes homeowners through maintenance or upgrades of their new / existing home, hiring vetted & insured service professionals, and documenting it all. We will provide the homeowner with the following:
- One stop shop to hire from a curated list of the area's top home service providers
- Digital guide & automated reminders for simple home care, maintenance, and repair
- Documentation of all home selections, construction documents including blueprints/ sq footage,and plot drawings. Along with the tracking of maintenance, upgrades, and repairs
How does Builder Backed and Fischer Homes work together?
Builderbacked and Fischer Homes are partnered together to enhance the homeowner experience from Day 1 in your new home and beyond. Fischer Homes commitment to customer satisfaction led them to partner with Builder Backed. Builder Backed is the digital home concierge that stays with and supports homeowners in all aspects of their home care, maintenance, improvements and repairs.
Builder Backed manages the Fischer Homes online portal to allow access to in-home selections, construction documents including blueprints/ sq footage, plot drawings, and requests for warranty, upgrade, service or repairs.
What is a vetted service provider?
A vetted service provider comes from one of two categories:
- Builder preferred
- Builder utilizes this vendor already to build homes/ positive builder support
- Service provider is insured and licensed
- Positive builder rating from construction manager/ purchasing managers
- Out of builder network/ qualified
- Service provider is insured and licensed.
- Builder reviewed and approved
- Provider can be pulled from network due to builder feedback
How does Builder Backed work?
Builder Backed is an online portal where a homeowner can easily request any service by using keywords and navigating through a simplified search bar. They will receive a curated list of service providers from which they can request an estimate or choose a service for their home.
Homeowners can sign in to their account to review home selections, construction documents including blueprints/ sq footage, plot drawings, maintenance, upgrades, and repairs.
All services purchased through Builder Backed are tracked. This record is verified by us and can be used in the resale of the house to help maximize the value.
What kind of home care, maintenance and improvement services does Builder Backed Provide?
Any service that you require in your home we can provide. If you don’t see your service offered on our site, fill out a general service request and a Builder Backed representative will guide you in the right direction.
What are the benefits of utilizing Builder Backed?
As an individual homeowner you now have the perpetual benefit from the knowledge & scale of the home builder. It allows the homeowner to leverage home data to inform, educate, and connect to trusted service partners which change over time. We want you to work with people that you can trust and for your purchases to be protected at scale.
How is my payment processing protected?
Builder Backed uses a third-party payment process to securely collect and distribute payments called “Stripe”.
“Stripe encrypts sensitive data both in transit and at rest. Stripe's infrastructure for storing, decrypting, and transmitting primary account numbers (PANs), such as credit card numbers, runs in a separate hosting infrastructure, and doesn't share any credentials with the rest of our services'' - Stripe
Why do I need to input my credit card information prior to requesting a service?
No charges or holds will be placed on your card until confirmed purchase and completion of work. We require payment information into our secured portal before contacting our service providers for the legitimacy of the estimate.
What happens after I accept a bid form a service provider?
Once you accept a bid from a service provider the service provider will reach out and coordinate scheduling details for your repair/upgrade. Note: Any down payment required will be discussed prior to acceptance of proposal
How is the job scheduled, when, and how?
Once the estimate is accepted by the homeowner the service provider will reach out to schedule the date that the repair/upgrade/ or service will be completed.
When is the service available to me?
Once the builder contract is signed you will have access to the Builder Backed service. Estimation is allowed in your home immediately. Service is not allowed in your home until after the closing date. Example as follow:
As the homeowner I want new blinds installed in my house prior to close. I go on to the Builder Backed portal and request a quote for Blinds to be installed so that I can move into my house with blinds installed quickly. The blind supplier needs to get measurements from my windows in order to give me an accurate estimate. This is okay for the service providers to do. Once the estimate is complete and materials are picked the service provider sends me the final quote. I then schedule the install date after close so that I am following the terms and conditions appropriately.
Will there be training to use the software?
Yes, you will have an online training tutorial. You will also have a builder backed associate’s contact information for any further training needed.
Is there going to be a subscription fee or up front payment to be a part of this network?
No, all homeowners are automatically a part of this network at no upfront cost.
What is the warranty on the work provided?
12 month warranty on warrantable services. Manufacturer warranties will vary and apply based on purchase.
How will this work address my Fischer Home Warranty?
Builder Backed work does not void your Fischer Home Warranty. Please refer to your home user guide if you have any warranty questions.
Getting Started:
How do you sign up?
You will be completing registration for the Fischer Home portal during your conclusion of the Design/ Selection process. At that moment you will automatically have access to the Builder Backed network.
Can I use the Builder Back site on multiple devices?
Yes, you will be able to log in to your Builder Backed account from any standard, stationary, or mobile device that has online access.
Account Management:
How do I reset my Builder Backed password?
You will have a reset password link on the main Login Page
How do I delete my account?
Your builder backed account is a free service that allows you to access all home information through the Fischer Home portal. If you would like to be removed from your service account please contact support@BuilderBacked.com
Billing and Payment:
What payment methods are accepted?
Builder Backed uses a third-party payment process to securely collect credit cards and ACH to distribute payments. No cash or checks accepted.
How do I view my payment history?
Invoices and transactions will be viewable through the service records on the Builder Backed network.
How do I pay for projects?
Builder Backed uses a third-party payment processor to securely collect and distribute payments.
Builder Backed gives homeowners a 7-day period to review work once a Service Provider has marked the work complete on the platform.
Builder Backed reserves the right to sign off on projects or services. Builder Backed’s review and inspection of work is included with all purchases through the platform.
To protect the homeowner we require Pre and Post Project Images to affirm the quality and completeness of the work conducted before initiating payment.
Can you handle down payments that are required?
Yes with the caveat that no payment or significant charges can be accepted until after the closing of your home.
Example: The homeowner is purchasing a new fence for their Fischer Home. I request an estimate through the portal through 3 different service providers. I receive an estimate that I agree with. The total estimate is $10,000 dollars. The service provider requires a 50% down payment for material in order to complete the work. I will enter my information and pay $5,000 dollars because I accepted the estimate. The service provider will then contact me to schedule the work. I am pleased once the work is complete and confirmed service. The remaining balance and payment is sent through the third party processing.
How are change orders handled?
The homeowner will ask for an additional service that is not listed on the estimate.
The service provider will then approve/deny the work by adding/ removing the line item to the online portal estimate.
The homeowner will receive a notification to accept the updated cost of the estimate. (Any change in pricing will always have to be approved by the homeowner)
The change order will be updated to reflect the price/work complete.
Example: I submit an estimate for lawn service to mow, weed, and treat my yard. Once the provider is on site I want the yard to be bagged as well. The provider will then go back to the original estimate and update the pricing for the extra service. The homeowner will then approve the service change on the portal and update payment cost. The work will be then completed according to the updated estimate.
Miscellaneous:
Where can I find more information about Builder Backed?
You can visit our website at www.builderbacked.com or email support at support@BuilderBacked.com
How do I provide feedback?
Feedback can be given through the website at https://builderbacked.com/contact
What do I do if I am unsatisfied with the service provider's work?
If you are unsatisfied with the work prior to payment contact your Builder Backed representative through your customer support email/ phone number.
The Builder Backed representative will schedule a walkthrough to review areas of concern.
After review the representative will determine what actions, if any, will need to be taken by the service provider in order to satisfy the work agreement.
Is the homeowner to provide HOA approval for all exterior modifications? For Example:Fence installation, additional landscaping, decks, so please refer to Homeowners Care Guide for your community requirements.
Yes
Is the service provider to provide building permits by city or state according to work? I.E. (decks and basements)
Yes