FAQs

When are Virtual Home Repair Experts available to help me with my home repair?

Anew Virtual Home Repair Experts are available 7am – 7pm every day.

What happens during the video call when my issue is diagnosed?

After your $19.99 payment, we’ll connect you to a Virtual Home Repair Expert who’ll help figure out what’s causing the problem. To diagnose your issue effectively, video is required. You’ll see your Virtual Home Repair Expert and they’ll be able to see you.

The video call will take about 15 minutes. Your Virtual Home Repair Expert will aim to find the cause of the issue or recommend that an In-home Repair Pro should visit your home to verify the cause – at no additional charge. Most of the time, the issue can be diagnosed during the video call.

Within an hour of ending the video call with your Virtual Home Repair Expert, we will notify you that your summary is ready for review. Your Anew dashboard will include a summary of the issue along with repair options.

 

Is there anything I should do before the remote diagnosis?

Yes! Have tools handy & clear the area of the issue as much as possible to maximize access. We’ll take care of the rest!

Here are some tools you may need:

    • Drill
    • Screwdrivers (Philips and flat-head)
    • Adjustable pliers
    • Adjustable wrench
    • Multimeter with amp probe
    • Flashlight

 

What does “on-demand” mean?

A minute or two after completing your payment and starting the video call, you and your Virtual Home Repair Expert will see each other. We can’t schedule calls right now. But we hope to add that feature in the future.

 

What if a Virtual Home Repair Expert can’t diagnose the problem?

If we can’t figure out your issue on the video call, we’ll send out an In-home Repair Pro, at no additional charge, to get to the bottom of it. And if you’re not satisfied for ANY reason, we’d love to hear from you at support@helloanew.com.

 

How does the Price Assurance Promise work?

Your Virtual Home Repair Expert will provide you a price if they are able to narrow the issue down to a singular problem, and the price to solve that issue is under $600.

If the Virtual Home Repair Expert believes the repair may be more complicated, Anew will send an In-home Repair Pro to your house to verify the cause of the issue and provide a cost to repair (at no charge to you).

If your Virtual Home Repair Expert provides a price after the video call and during the in-home repair process it is determined the cost to repair is more expensive, we will provide a credit of up to $500 above the original quoted price to cover the difference.

    • Example 1: Your Virtual Home Repair Expert gives you a price of $250 backed by our Price Assurance Promise. During the repair, your in-home pro determines the cost is actually $400. You will only pay the original price of $250. Anew will cover the additional $150.

 

  • Example 2: Your Virtual Home Repair Expert gives you a price of $250 backed by our Price Assurance Promise. During the repair it is determined the cost to repair is actually $1,000. You’ll pay the original price of $250. Anew will cover $500 more, and you will pay the remaining difference of $250 – a total charge of $500.

Before any work begins in your home, you will need to confirm the repair. And you won’t be charged until the repair is complete.

 

Do you take precautions for COVID-19?

We sure do. All In-Home Repair Pros wear masks and have other personal protective equipment available, too. If you have any specific concerns, please feel free to talk with your Pro about them. They’ll do their best to accommodate!

 

Can I reschedule my in-home appointment?

Yep! You can reschedule an appointment anytime before the Pro leaves to come to your home – which is usually 1-2 hours before your appointment. If you reschedule after your pro is dispatched, you’ll be charged a $50 cancelation fee so the pro can be paid for their time.

 

What happens if my issue can’t be fixed in one visit?

If we can’t fix it during the first visit, your In-home Repair Pro (or an Anew customer service representative) will work with you to schedule another appointment to complete the job. You won’t be charged until the issue is fixed.

 

Do I need Nationwide insurance to use Anew?

No. Anew isn’t connected to Nationwide’s insurance products. But because we’re a part of the Nationwide family of companies, you can expect the same extraordinary care. 

 

Is Anew available outside of Atlanta?

Not right now. But we plan to expand soon. Stay tuned.

 

Can I trust Anew repair professionals?

Yes! All Virtual Home Repair Experts have a minimum of 15 years of experience. Many of them have well beyond that! Our In-Home Repair Pros are also licensed and insured as well.