At Homeyou, we strive to provide the highest quality leads to all our contractors. However, we understand that occasionally some leads may slip through our quality filters. In such cases, we are committed to providing a prompt and fair resolution to credit requests.
The following conditions qualify for a credit request:
- Unresponsive: Your company has tried reaching the homeowner via call, text, and email, but there's been no response after 4-7 days. Please note that we also verify all credit requests through SMS and phone calls. If we receive a response ourselves, the lead will not qualify for a credit, even if the homeowner doesn't respond to you.
- No permission to hire: The person does not have permission to hire or authorization from the property owner.
- Request not made: The homeowner did not make a request.
- Competitor testing the system: The lead came from another contractor testing lead providers, not a homeowner placing a genuine service request.
- Contest or sweepstakes: The person who submitted the request believed they were entering a contest or sweepstakes.
- Lead was solicitation: The request was submitted by a solicitor or marketer, not a homeowner seeking service.
- Looking for employment: The person is seeking employment, not hiring a professional for a service.
- Duplicated Leads: The lead was submitted more than once by the same homeowner within 30 days. We require a screenshot of the duplicate lead, which should include the customer’s name, phone number, and the date and time the lead was received. We recommend implementing a CRM system that automatically rejects duplicate leads based on your own criteria to help prevent this issue in the future.
- Incorrect information: The lead contains erroneous information, such as an invalid phone number.
- Incorrect zip/out of coverage: The lead's zip code does not match your Homeyou profile's coverage area.
- Lead is stale (weeks old): The homeowner indicates that the request was made weeks before you received the lead.
- Lead miscategorized: The lead description doesn't match the service requested. Keep in mind that homeowners sometimes don't know the difference between certain materials. We only consider a lead 'mismatched' if the description doesn't align with a service in your profile.
- Materials only: The homeowner is looking only for materials to be delivered, not the labor with the service.
- Job is for repair under warranty: The homeowner is seeking service under an existing warranty.
- Grant/Incentivized Lead: The person who submitted the request thought they were signing up for a grant program or a special offer.
The following situations are accounted for in our lead pricing and are not eligible for lead credits:
- Estimate given: If you were able to provide an estimate to the homeowner, but they chose a different contractor. We do not influence pricing decisions, and we do not encourage homeowners to choose based on price. Estimates can be provided via email, in person, or over the phone.
- Failure to contact: If you attempt to contact the homeowner hours after receiving the lead. By that time, the homeowner may have already spoken with other contractors and set up appointments.
- Expired: You must request a lead credit within 4-7 days of receiving it. Requests made after 14 days are considered expired.
- Consumer changed their mind.
- You did not win the job.
- Consumer is “shopping.”
- Consumer has affordability concerns or is unable to qualify for financing.
- Consumer found another provider to do the job: We will credit the lead if it is stale; however, we will not credit it if the request was timely and the homeowner chose another provider before you contacted them.
- Description of credit request does not match a valid credit reason.
How to Request a Credit
Deadline: Within 14 days of receiving the lead.
- Open the Leads tab and select the lead you want to review.
- Scroll to the Payment section and click Request Credit.
- Choose the reason for your request and add a brief description of the issue.
- Attach any supporting files if available, then select Submit.
If you experience any issues during the process, please email us at [email protected] or call 1-844-HOMEYOU.
We're happy to help — we're here for you! The Homeyou Pro Team