Frequently Asked Questions
Q: Why do I need a PreFix membership?
A: PreFix offers a level of trust, safety, communication, and reliability that no other maintenance service can offer. Not only do we save you between 30-50% on repairs a year, but we also eliminate the hassle of locating and vetting a specialized contractor for every little repair. We’re your one-stop shop, a convenient single contact for any service you need done.
Your dedicated Home Manager is a friendly face you’ll come to know and trust. That means always being certain of exactly who’s in your space — beyond having a positive personal relationship with them, you can be confident in the fact that many are respectable and decorated military veterans. Even if additional parts or licenses are needed, we’ll handle everything so you can simply delight in having a trusted partner in home repair.
Q: What's included in a PreFix membership?
A: A whole lot. For $40 a month, PreFix members receive the following:
Dedicated Home Manager: Your trusted partner for all repairs, Home Managers can complete 80% of home repairs at just $40 per hour, less than half the cost of most contractors. If parts are required, we charge members wholesale prices with no markup.
Twice-a-year preventive maintenance: Our proactive home care ensures the house is in working order and addresses any issues before they become bigger problems. Think of it as peace of mind for life’s biggest investment.
Vetted network of contractors: For only the most complex jobs, we’ll connect you with our approved partners at guaranteed low rates, then manage the project through completion so you don’t have to lift a finger.
Home Health Report: Your Health Report is a monthly summary detailing the maintenance services provided by PreFix from signup through the present. It allows you to see how much money you’ve saved over time and maintain a comprehensive record of all home maintenance.
Q: What service area do you cover?
A: We cover all of Greater Austin, from South Austin up to Georgetown and everywhere in between, including Cedar Park, Pflugerville, Round Rock, Lakeway, Bee Cave, Hutto, and Leander. With over 50 zip codes and growing, simply inquire through our contact page and we’ll do our best to get a Home Manager to your area.
Q: How is PreFix different than a home warranty?
A: We include preventive maintenance. Home warranty companies all have exclusions around certain types of repairs and pre-existing conditions. They mainly serve as call centers for contractors who are willing to work with them at reduced rates. We’re focused on providing low-cost maintenance and repairs from a single trusted source: your personal Home Manager. Our repairs are always done at cost with no markup on parts, as reflected by our impressive quality and turnaround time.
Q: Do you cover pre-existing conditions?
A: Yes, all of them. We’re happy to handle all of your home maintenance, including pre-existing conditions. Oftentimes, home warranties will stick you with the bill for pre-existing conditions; at best, they’ll require tedious, detailed records before agreeing to repair or replace anything. But with PreFix, every repair — no matter when it came about — is covered.
Q: What repairs will my Home Manager be able to complete for the $40 service fee?
A: PreFix Home Managers are trained in basic plumbing, electrical, HVAC, and appliance repairs. We estimate that a Home Manager can personally solve 70 to 80% of problems with your home’s systems.
Q: Do you work on appliances?
A: We complete a large variety of standard appliance repairs. Our most common ones can be found here.
Most appliance repairs are a two-step process. Sometimes an appliance can be repaired immediately during the troubleshooting process, but if a replacement part is needed, we will schedule a follow-up service call for installation.
Note: For certain high-end appliance brands — including but not limited to Viking, Thermador, Miele, and Sub-Zero — we will likely opt to refer the job to a certified brand-specific technician via our Contractor Management Program. We believe this to be in everyone’s best interest, as it preserves the appliance’s integrity and avoids any possibility of voiding the brand’s included warranty.
Q: I already have a list of repairs that I'd like completed. Will you help me with that?
A: Absolutely. While a longer list will likely require multiple service visits, your Home Manager will coordinate the list’s completion in a way that maximizes your time and money. We offer unlimited service visits booked in one- and two-hour increments.
Please note that an extensive repair list may result in service calls spread out over several months. This policy allows us the flexibility to keep lead times low across our entire customer base: high-priority repairs completed within 48 hours, other on-demand repairs in 5-7 business days, and preventive maintenance visits within 30 days*. If you would like a quicker turnaround time for a particular project, our trusted contractor network would be happy to help, but it will be priced at their market rate.
*Subject to change by market demand
Q: How do I submit a service request?
A: Simply call, text, or email like you would a friend or neighbor. We suggest adding our phone number as a contact in your phone so you can easily reach out when you need help. Alternatively, you can always fill out the service form on our website.
Q: How often can I request service?
A: As often as you need it. We’ll do our best to schedule your service visits in a way that makes the most of your time and money.
Q: What's your standard response time for a repair?
A: We’re available by phone and email seven days a week from 8AM to 7PM. Within 24 hours of submitting a service request, you can expect to hear from your Home Manager team to schedule an appointment.
Outside of our regular hours, we do have emergency services available for your plumbing, electrical, and HVAC needs.
Q: How do you find Home Managers? What are their backgrounds?
A: We look for candidates with an impressive track record of management and problem solving skills. Many of our Home Managers are military veterans with extensive expertise, demonstrated technical aptitude, and a strong work ethic. Once hired, our team members are comprehensively trained and evaluated on basic plumbing, electrical, appliance, and HVAC repairs.
Q: What repairs do you use third-party contractors for?
A: PreFix will contract out any repair that requires a licensed or specialty trade. This includes but is not limited to: high-end appliance repair, unclogging a main plumbing drain line, roofing repair, and full HVAC replacement. When connecting you with a contractor, we’ll negotiate the rate you pay and manage the repair from start to finish so you won’t have to lift a finger.
Note: All contractor invoices over $1,000 are billed directly to the customer. This allows for more accurate record keeping, since these repairs typically come with a warranty.
Q: Do you work on roofs?
A: For safety reasons, our Home Managers are not equipped to complete repairs beyond the height of 20 feet.
We would, however, be happy to coordinate with our partner contractors for roofing services that are outside of our scope of work (shingle replacement, HVAC condenser roof units, etc.).
Q: I'm a real estate professional. How can PreFix help me and my clients?
A: First, PreFix can easily be swapped into closing contracts in lieu of a warranty. We provide a unique, local, and high-end option that’ll differentiate you and your brokerage. Second, we’re no-cost gift for current and past clients. We offer two months of free membership for clients who are recommended to us by our partner REALTORS®. We’ll also co-brand our Home Health Reports, distributed to customers after every visit, so you can remain top of mind for years to come.
Q: How long do I have to sign up for? Is there a contract?
A: PreFix is a monthly membership program with no minimum contract term. We only ask for 30 days of notice in advance of cancelling.
Q: How do I change my payment method?
A: Just call or email us with your request. We can take care of the change over the phone or send you a secure link to update your credit card information.
Q: What precautions are you taking during COVID-19?
A: All of our team members are employees, not contractors, so we’re able to provide an additional level of reassurance. Our daily health checks of each employee include a thorough assessment of any symptoms and temperature checks. During each home visit, every Home Manager will take great care to follow the additional guidelines for minimizing risk, including washing and sanitizing hands, wearing gloves, and practicing outstanding personal hygiene. We’ve also enhanced our already robust cleaning techniques of service vehicles and equipment to include the sanitizing of steering wheels, handles, and gear shifts after every visit. Fresh gloves and shoe coverings will be used after every visit.
Read more about our extra health and safety precautions here.