How to Report a Problem

If something didn't go right — with a service, a repair, or one of our Pros — we want to hear about it. We review every report and use it to inform how we vet and monitor our Pro network.

How to report

To keep a clear record, we ask that reports be submitted in writing whenever possible.

1. Submit a ticket first. File your report through our ticket system, including as much detail as you can — what happened, the job or work order it relates to, and any relevant dates.
2. Or call our support line. If you'd prefer to speak with someone, call us at (415) 582-4609.

Support availability

• Maintenance requests: Our team is available 24/7.
• Payment & complaint support: Available Monday–Friday, 8 AM–8 PM EST.

What happens after you report a Pro

When we receive a complaint about a Pro, we look at the full picture before making a decision. We evaluate:

• The details of the report
• The Pro's job history
• Communication logs

We analyze this information to reach an informed decision. If we determine the Pro is at fault, we'll make it right — even if that means removing the Pro from our network.

Reporting an issue with a completed repair? If a recent repair has failed or the problem came back, that may be covered under warranty. Submit it through LuMi instead so our team can triage it as a potential warranty claim.