Frequently Asked Questions
Membership Basics
What does the annual concierge membership include?
Your membership includes:
Annual Home Scan: Comprehensive visual assessment of your home.
Proactive Home Maintenance: Scheduled visits to maintain critical systems and identify potential issues.
24/7 Emergency Support: Always-on access for urgent matters.
Unlimited Service Coordination: A dedicated concierge coordinates every home service need for you.
What types of services can you handle for my home?
We coordinate any service your home needs, from routine maintenance and landscaping to remodeling projects, and we’ve yet to meet a request we couldn’t fulfill. We serve as your single, always-available point of contact, so you never chase vendors.
How is my membership billed, and does it renew automatically?
Membership fees are billed annually in advance. Your membership automatically renews each year on the anniversary date to ensure continuous service. We'll always notify you before your renewal date so you're aware of any updates and can easily manage your membership.
What is your cancellation and money-back policy?
We want you to feel completely confident in your membership. That’s why we offer a 30-day satisfaction guarantee—if you’re not delighted and we can’t make it right, you’ll receive a full refund within the first 30 days. After 30 days, your membership is non-refundable. Individual work orders can be canceled up to three business days after signing without penalty.
Requesting & Managing Services
How do I request service or add projects?
However is easiest for you -- text, call, or email us anytime. Contacting us is designed to be as simple as reaching out to a friend or family member. We're always available and happy to help.
How will I receive updates on work at my home?
You receive automatic notifications before a visit, a completion update with photos afterward, and a payment reminder when your invoice is ready. Choose text, email, or in-app notifications, whatever you prefer.
Do I need to be home during visits?
Not unless you prefer to be. Many clients provide keypad or lockbox access, enabling us to handle tasks while you're away. You always control home access and can adjust your preferences anytime.
Service Quality & Reliability
How do you screen and insure your vendors?
All vendors must complete Havenpoint’s comprehensive screening process covering insurance, training, licensing, and safety standards. We regularly audit their credentials and field performance to ensure quality and reliability.
Can you coordinate with my preferred contractors?
Absolutely. We can onboard any contractor you trust, verify their licenses and insurance, and manage scheduling and quality control on your behalf.
Do you offer 24/7 emergency support, and how fast can you respond?
Yes. Call our main line and choose “emergency.” A manager returns your call within thirty minutes and dispatches the right professional as quickly as possible, typically same day, always within twenty-four hours.
Service Areas & Seasonal Management
Which areas of Long Beach Island do you serve?
We cover the entire island: Barnegat Light, Harvey Cedars, Surf City, Ship Bottom, Beach Haven, and Long Beach Township. If your driveway sits on the island, we cover it.
Do you handle seasonal opening and closing services?
Yes. We ensure your home is properly winterized and secured at the end of each season, and then reopened, cleaned, and ready when you return.
Can you manage my property while I’m away for the winter?
We become your local eyes and hands, checking regularly, managing off-season projects, and addressing issues promptly so your property stays secure and maintained until you return.
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Questions? Let's Talk.
We’re here to help. Schedule a convenient call with a Havenpoint concierge to learn exactly how we can simplify your homeownership experience.