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FAQs

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

Anew Virtual Home Repair Experts are available 7am – 7pm on Monday – Friday, and 10am – 7pm on Saturday and Sunday.

What happens during the video call?

We’ll connect you to a Virtual Expert who’ll take a look and advise you in real time. You’ll see your Virtual Expert and they’ll be able to see you.

The video call will take about 15 minutes. Your Virtual Expert will aim to help you however you need, whether diganosing a repair issue, giving advice on projects or installs, and even providing considerations when it comes to renovations. Anew can also send an in-home pro to help you out if you need.

After the call, we’ll notify you that your call summary is ready to review with project estimates, detailed notes and recommendations so you can make an informed decision about next steps with confidence.

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 I still need help after the video call?

If your Virtual Expert determines you need additional help from a pro after the video call, you can schedule an in-home appointment through Anew for free (as long as you’re within our service area). And if you’re not satisfied for ANY reason, we’d love to hear from you att support@helloanew.com.

 

Will I get a price quote during or after my call?

Your Virtual Expert may provide you an estimated price range in your call summary if they are able to narrow the job down to specific tasks during the video call.

If the Virtual Expert believes the work may be more complicated or is unable to estimate a price range, Anew can send an In-home Pro to your house to verify the cause of the issue and provide you with an exact price.

It’s important to note that any price range estimates given are not a guaranteed price for the work needed. They are provided for informational purposes only, are general in nature, and may or may not be applicable to the details of your situation upon further evaluation.

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