Questions? We’re Glad You Asked.

We’ve compiled answers to the most frequently asked questions to help you better understand our services and how we care for your home. If you have any additional questions, we’re always here to assist.

Billing & Payments

  • With Essentials and Signature packages, invoices are handled through Bill Pay Management, where we oversee and manage the payment of all property-related bills on your behalf. You’ll receive the invoices for reimbursement as they come in. If you're on the Elite package, you can enjoy the added convenience of Single Invoice Bill Pay, which consolidates all your property-related charges into one clear, transparent monthly invoice—simplifying your financial management.

  • If the scope of work exceeds the monthly hours allocated in your package, any additional time will be billed at an hourly rate. We’ll always provide advance notice if it looks like we’re approaching your service hour limit, so you can decide if additional services are needed. This ensures you have full control over the work being done while keeping you informed about any potential extra charges.

  • Yes, onboarding is an essential part of getting your property fully set up for ongoing care and management. This process includes a detailed Property Condition Review, system overviews, vendor evaluations, and the creation of customized checklists and a property user guide. The onboarding fee is dependent on the size of your property and the complexity of its systems and needs. We will provide you with a tailored estimate based on these factors, ensuring that the process aligns with your property’s specific requirements and goals.

Communication & Privacy

  • For Essentials clients, you’ll receive Monthly Summary Updates, keeping you informed on key property activities. With Signature and Elite packages, you’ll receive the same, plus more in-depth updates. In Signature, you’ll get a Monthly Maintenance Summary detailing completed tasks, upcoming services, and repairs, while Elite clients receive all that along with proactive communication from your Dedicated Estate Manager, ensuring everything is meticulously handled with personal attention and care.

  • For Essentials clients, non-emergency requests will be managed within the scope of scheduled visits. Signature and Elite clients benefit from priority response times for urgent requests or services outside of regular business hours, ensuring your home is always cared for in a timely manner.

  • Emergencies are handled promptly and professionally. Clients on the Essentials package will have emergency response handled as part of our regular visits. For Signature and Elite clients, we provide 24/7 emergency availability, with immediate coordination and action to address urgent situations swiftly and efficiently.

  • We maintain a detailed Property User Guide for each home, which includes vital information like maintenance records, system overviews, vendor contacts, and emergency protocols. Clients on the Essentials package will receive regular updates and essential documentation. Signature and Elite clients will benefit from more detailed tracking and proactive updates, including access to a centralized system where all vendor information, service schedules, and property notes are maintained for easy reference.

  • We prioritize your privacy by adhering to strict confidentiality standards. All service activities are documented securely, and Signature and Elite clients benefit from additional layers of protection, including regular checks on security systems and access control for vendors.

  • If you have a maintenance request, you can contact your Estate Manager or property manager directly. For urgent or emergency maintenance needs, please reach out immediately via phone or text. For non-urgent requests, simply send an email or message, and we’ll add it to the schedule. We’ll coordinate the necessary vendor services and provide you with updates on progress.

  • You’ll always be kept in the loop! Once you're added to our regular schedule, our property manager will notify you via text or email the day before each visit. After we’ve completed the service, you’ll receive a follow-up message to confirm departure and any notes about the visit. This ensures you’re always informed and in control of your property’s care.

Customization & Hours

  • Yes, our services are fully customizable across all package levels. Whether you select Essentials, Signature, or Elite, we create tailored plans, checklists, and service schedules designed to meet the specific needs of your home. Signature and Elite clients, however, will benefit from more frequent, in-depth check-ins, and proactive service that goes beyond the basics.

  • Absolutely! We understand that your needs might change over time, so we offer flexible packages. Whether you are starting with Essentials and want to upgrade to Signature or Elite, or if you want to add new services, we will customize your plan accordingly to ensure it continues to meet your expectations.

  • Monthly hours do not roll over, but in our experience, things tend to balance out over time. One month might involve a more thorough inspection, extra vendor coordination, or special requests like event setup or sourcing help for a home project. If we notice that we’re consistently under your monthly hours, we’ll proactively reach out to discuss adjusting your service level to better fit your needs.

  • If your property requires additional services outside the scope of your package, we’ll work with you to accommodate those requests. We’ll provide an estimate for any extra services or one-time tasks, and you can decide how you’d like to proceed. You’ll always know the cost in advance.

Scope of Services

  • We don’t perform major repairs directly but coordinate and manage all trusted vendors on your behalf. For light tasks, our team may handle them during visits, depending on scope. For Essentials clients, we typically don’t perform major repairs directly but handle light tasks during visits. Signature and Elite clients benefit from full vendor coordination and management, with us overseeing all necessary repairs and maintenance, ensuring all work meets your high standards. For Elite clients, we also manage larger-scale projects and improvements, ensuring everything runs smoothly from start to finish.

  • Yes, we can work with your existing vendors across all packages. Whether you’re on Essentials, Signature, or Elite, we are happy to integrate your preferred vendors into our service plan and ensure continuity. For Signature and Elite clients, we also bring in additional vendors from our trusted network as needed and ensure all vendor performance is closely monitored and documented.

  • Each package is designed to address seasonal needs. For Essentials & Signature clients, basic seasonal care is included in the regular checks. Elite clients benefit from detailed Quarterly Property Inspections, including a deep dive into seasonal transitions (e.g., HVAC, plumbing, roofing) to ensure everything is ready for changing weather conditions.

  • Yes! We offer bespoke services and one-off requests. Whether you’re on the Essentials, Signature, or Elite package, we’ll work with you to accommodate special needs, from unique event preparations to custom property care, ensuring your requests are met with the same attention to detail.

  • At Pristine Home, we work with a trusted network of vendors who share our commitment to high-quality service. We vet all vendors for their performance, certifications, and insurance coverage before recommending them. For each service, we monitor the vendor’s work closely to ensure it meets your high standards.

  • An emergency is any situation that could potentially cause damage or disruption to your property, such as water leaks, broken security systems, or HVAC failure. For Signature and Elite clients, we offer 24/7 emergency response, and we'll coordinate with the necessary vendors immediately. Essentials clients will have emergency services during scheduled visits, but we can arrange urgent help when needed.

  • No problem! If you’re unavailable, we can coordinate access with your trusted contacts (e.g., a housekeeper, property manager, or neighbor). You can also opt for us to retain a set of keys on file for seamless access when needed. Your security is our priority, so we’ll always handle access with the utmost care.