Frequently asked questions

What areas do you serve?

We serve College Station and the surrounding communities. If you are within roughly 25 miles of our service base we can typically come out the same week. For locations farther out we are happy to discuss scheduling and any travel considerations -- just give us a call or send us a message with your address and we will confirm coverage before booking.

Do you travel outside your main service area?

Yes, we can travel beyond our standard radius for larger jobs or when we have routes that pass nearby. There may be a small travel surcharge for distant locations to cover fuel and time. Reach out with your project details and we will let you know up front whether travel applies and what it would be.

What are your business hours and how quickly do you respond?

Our standard business hours are Monday through Friday, with limited Saturday availability for urgent needs. We aim to return every inquiry within one business day, and most messages get a same-day reply when sent during normal hours. After-hours inquiries are reviewed first thing the next morning.

What is the fastest way to get in touch?

For the fastest response, call us directly during business hours -- a real person answers and can usually answer scheduling and pricing questions on the spot. For non-urgent matters, our contact form and email both reach us the same day. Texts to our main line are read and acknowledged as quickly as possible.

Do you offer free estimates?

Yes -- we provide free, no-obligation estimates for most standard projects. We will visit the site (or review photos and details for smaller jobs), assess the scope, and give you a written quote that breaks down the work and the cost so there are no surprises. Complex commercial or specialty projects may involve a paid assessment, which we will disclose up front.

How is your pricing structured -- flat rate or hourly?

Most of our work is quoted as a flat-rate project price after we understand the scope. This protects you from cost creep and keeps the bill predictable. Some smaller diagnostic, repair, or consulting tasks may be billed hourly with a clear minimum disclosed before we start. We always confirm the pricing model in writing before any work begins.

Do you require a deposit, and when is the balance due?

For larger projects we typically request a deposit to schedule the work and cover initial materials -- the exact percentage depends on the size of the job and is spelled out in the quote. The balance is due upon satisfactory completion. Smaller service calls are usually paid in full when the work is done.

Are you licensed and insured?

Yes. We carry the licenses required for the work we perform in College Station and our service area, plus general liability insurance and workers compensation coverage where applicable. We are happy to provide proof of insurance on request before any work begins -- this protects both you and our crew.

Are you bonded?

Where bonding is appropriate for the type of work and the contract size, yes -- we maintain a surety bond that protects you in the rare event a project is not completed as agreed. For jobs that do not customarily require bonding we can usually arrange one if a customer specifically requests it. Just ask during the quote.

How long have you been in business and what certifications do you hold?

We have been serving customers for years and have invested heavily in ongoing training and certifications relevant to BigCommerce Marketing. Our team includes credentialed professionals, and we keep our certifications current so the work meets manufacturer specifications, code requirements, and industry best practices. We are happy to share specifics on any cert you would like to verify.

What payment methods do you accept?

We accept all major credit cards, debit cards, checks, ACH bank transfers, and cash. For larger projects we can usually arrange financing or a payment plan -- ask during the quote and we will walk through the options. Receipts are emailed within one business day of payment.

Do you offer emergency or after-hours service?

For genuine emergencies we do our best to dispatch a technician outside of normal hours. After-hours, weekend, and holiday calls may carry a premium that we will disclose before we head out. If your issue is urgent but not an emergency we will typically be able to schedule you at the front of the next-business-day queue.

What kind of warranty do you offer?

We stand behind our work with a written labor warranty, and we honor the manufacturer warranty on any parts or materials we install. Warranty terms vary by project type and are clearly stated on your quote and final invoice. If anything covered fails within the warranty period, contact us and we will make it right.

How does the booking process work?

It is simple. Reach out by phone, form, or email with a quick description of what you need. We will follow up to confirm the details, schedule a site visit or virtual review for the quote, and lock in a work date that fits your calendar. You will get appointment confirmations and reminders so nothing falls through the cracks.

What should I expect on the first visit or estimate appointment?

A professional from Marketing Heroes will arrive on time in a marked vehicle and clearly identified. We will walk the project area with you, listen to your goals, take measurements or photos as needed, and answer questions. You will get a clear written quote either on the spot or within a day or two depending on complexity.

What is your cancellation and rescheduling policy?

Life happens. If you need to cancel or reschedule, please give us at least 24 hours notice when possible so we can offer the slot to another customer. Cancellations made with reasonable notice are no problem. For very last-minute cancellations on jobs where materials or specialty crews were already mobilized, a small fee may apply -- we will always communicate this transparently.

Can I see reviews or references from past customers?

Absolutely. You can read independent reviews on Google and other public review sites -- our customers tend to be very generous with their feedback. For larger or commercial projects we can also share direct references with prior customers (with their permission) who can speak to our process and the finished result.

Are you a local business or part of a national chain?

We are locally owned and operated -- not a franchise or call-center middleman. When you call, you reach our actual team. Decisions, scheduling, and customer service stay local, which means faster responses and direct accountability. We live and work in the communities we serve.

Can I communicate with you by text or email instead of phone?

Yes. We know not everyone wants to play phone tag. You can reach us by text, email, or our website contact form, and we will respond through whichever channel you used. For appointment confirmations and reminders we typically send a text or email so you can keep everything in one place.

How will I be kept informed during the project?

You will have a clear point of contact for your project. Expect a brief update at the start of each work day, status check-ins as milestones complete, and a final walkthrough at the end. If anything unexpected comes up mid-project we will pause, explain, and get your sign-off before proceeding -- no surprise charges or scope changes.

What is your satisfaction guarantee?

We do not consider a job complete until you are satisfied with the result. If anything is not right at the final walkthrough we will fix it before we leave. If an issue surfaces after we are gone, call us -- a fair, honest resolution is more important to us than any single invoice. Our reputation depends on it.

What health and safety protocols do your technicians follow?

Our team follows standard professional safety practices: proper personal protective equipment, drop cloths and floor protection in indoor work areas, and a clean job site at the end of each day. If you have any specific concerns -- pets, allergies, immunocompromised household members, masking preferences -- just let us know and we will accommodate.

What happens if the scope of the project needs to change once work has started?

If we discover something mid-project that affects scope -- a hidden issue, an upgrade you decide on, a code requirement we surface -- we stop and walk you through the situation, the options, and any cost or timeline impact. Nothing additional gets billed until you approve it in writing. No mystery charges on the final invoice, ever.

Are tips expected, and is there anything else I should know about working with you?

Tips are never expected -- our pricing reflects fair compensation for the team. If a technician went above and beyond and you want to recognize them, they appreciate it, but it is never assumed. The most meaningful thing you can do is leave a quick online review and refer friends or family -- word of mouth is how local businesses like ours grow.