How we do business.

Quotes & Estimates

Quotes are free. Every quote lists the scope of work, materials, expected timeline, and price in writing before anything is scheduled.

Occasionally a problem has to be diagnosed before it can be quoted accurately — a leak behind a wall, for example, or damage that isn't visible from the surface. When diagnostic work is needed, we tell you what it will cost and get your approval first. It is never charged without your say-so.

If the scope changes once work begins, we stop, explain what we found, and get your approval on any change in price before continuing.

Scheduling & Cancellations

We schedule an exact appointment time whenever we can. On jobs where the finish time depends on what we find, we'll give you an arrival window instead, and we call ahead if a prior job runs long.

• There is no charge to reschedule or cancel, including same day.
• If we arrive as scheduled and can't access the property, a $55 trip fee applies.
• Exterior work may be moved for weather. We'll contact you and reschedule at the first workable date.

Access & Your Property

You don't need to be home. Many clients leave a key, a lockbox code, or a gate or door code, and we handle it from there. Access details are used only for the scheduled work, and keys are returned when the job is finished.

We protect work areas, keep the site safe, and clean up before we leave. If our team damages something, we document it, tell you the same day, and make it right at our expense.

For everyone's safety, please secure pets before we arrive. Our work involves open doors, tools, ladders, and materials that aren't safe around animals. If a pet is loose when we arrive and can't be secured, we may need to reschedule that visit.

Payment

Payment is due on completion unless other terms are agreed in writing. Larger projects may require a deposit; when one applies, it is stated on your quote.

Commercial and property-management clients can request Net 15 invoicing terms.

• We accept cash, check, and card.
• Card payments include a 3% processing fee. Cash and check have no fee.
• Invoices unpaid past their due date are subject to a $55 late fee, applied monthly until the balance is paid.

Materials

We prefer to supply materials ourselves. It lets us control quality, keep the right products on hand, and resolve problems quickly when something is defective or short. Materials are itemized on your quote.

You're welcome to supply your own materials, and we're glad to install them in most cases. We reserve the right to decline materials we don't consider suitable for the job.

When you supply materials, additional time caused by those materials — items that are defective, incorrect, incompatible, or short on quantity — is billed at our standard rate. Our workmanship warranty covers our installation, but not the performance of materials we didn't provide.

1-Year Workmanship Warranty

Our workmanship is covered for one year from the date of completion. If our work fails within that period under normal use, we return and correct it at no charge.

The warranty transfers with the property, so it stays in place if you sell the home during the coverage period.

To make a claim, just contact us — a call or an email is enough. Manufacturer warranties on materials we supply are passed through to you.

• Not covered: normal wear and tear
• Not covered: misuse, neglect, or damage caused by others
• Not covered: materials supplied by the client
• Not covered: storm, flood, and other weather damage
• Not covered: pre-existing conditions we disclosed before starting

Our Team & Trade Partners

Every job is managed by TrueRiver Pro. Work is completed by our team or, when a job calls for a licensed specialty trade, by trusted trade partners who meet our standards for quality, reliability, and professionalism.

When a job requires permits, we handle pulling them as part of the project.

In every case, TrueRiver remains your point of contact and is accountable for the result. Our 1-Year Workmanship Warranty applies regardless of who performs the work.

Licensing, Bonding & Insurance

TrueRiver Pro Services is a registered general contractor in El Paso, Texas, and is licensed, bonded, and insured.

Certificates of insurance are available on request for commercial clients and property managers.