The Promise, in One Paragraph
When Mason Remodeling finishes your project, our responsibility doesn’t end at the door. Every job we perform is covered by our 365-Day Done Right Promise: if the work isn’t right within 365 days of the service date, we come back and make it right at no charge to you. No forms to file. No fees. No fine print buried where you’d never think to look. One call to (803) 680-2547 is all it takes. This is a plain-English commitment from a company that has built its name, since 2004, on work that holds.
What’s Covered
- The workmanship on any job we performed. If something we built, installed, or repaired doesn’t perform the way it should within 365 days, that’s on us.
- Parts and materials we supplied and installed. If a component we sourced and put in place fails within the window, the repair or replacement is covered.
- A return visit at no charge. We come back to assess and fix the issue – no service call fee, no dispatch charge, nothing to pay at the door.
- A full redo when a repair doesn’t hold. If we come back and the same problem resurfaces, we do the work again. Still no charge.
- Job-site cleanup on every return visit. We leave your home the way we found it, same as we do on every original job.
- A written record of what was done. We keep the job on file so you never have to hunt for a receipt or dig out a contract to use this promise.
What Isn’t Covered
We think these exclusions are fair, and we think you will too. And even when something falls outside the promise, we’ll still come take a look – because a quick visit costs us nothing and usually answers the question faster than a phone call can.
- Damage caused by a storm, flood, fire, or accident after our visit. We can’t stand behind what the weather or an unforeseen event does to a finished project.
- Work performed by someone else after we left. If another contractor, a handyman, or a household member modified our work, the promise no longer covers that portion.
- Parts or materials the customer supplied. We can only warrant what we sourced and vetted ourselves. Homeowner-supplied parts fall outside that.
- Normal wear on equipment we didn’t install. Existing appliances, fixtures, or systems that were already in place when we arrived aren’t part of our scope.
- Problems the customer declined to have fixed when we flagged them. If we pointed something out during the job and the customer chose not to address it, we can’t be responsible for what follows from that condition.
- Cosmetic changes of mind. If the color, finish, or style is exactly what was agreed in writing and you’d simply like something different now, that’s a new project with a new written estimate – not a warranty claim.
How to Use the Promise
Step 1: Call (803) 680-2547 or book online.
A live person picks up around the clock, every day, including weekends and holidays. Tell us there’s an issue with a past Mason Remodeling job and we’ll take it from there.
Step 2: Tell us the job and roughly when it was done.
You don’t need a job number, a receipt, or a contract in hand. We keep every job on file, so a general description and an approximate date is all we need to pull the record.
Step 3: We schedule the return visit.
We’ll confirm a time that works for you and send you the technician’s name and photo before the visit, the same way we did on the original job. Same Threshold Standard. Same photo ID badge at the door.
Step 4: We make it right.
Our technician assesses the issue, explains what happened in plain terms, and fixes it. No fee, no form, no dispute process. If the first return visit doesn’t fully resolve it, we come back again.
Timing
The 365-day window opens on the date your project was completed and closes on the same date the following year. If you reach out just after that window – a week past, say – we’ll still come look. We’re not here to win on a technicality. Each Mason Remodeling location is independently owned and operated, but every one of them holds to the Threshold Verified standard, and that includes honoring this promise. The crew that did your job is the crew accountable to it.
Questions About the Promise
If you’re unsure whether your situation is covered, or you just want to talk through what happened, call us at (803) 680-2547. A live person answers every call. There’s no hold music, no call tree, and no waiting until business hours. Ask the question. We’ll give you a straight answer.
Written by Isaac Pruett, Owner at Mason Remodeling, serving homeowners nationwide since 2004.
