The Promise, in One Paragraph
Every remodeling job Penhallow completes is covered by the 365-Day Done Right Promise. If the work we performed fails within 365 days of the date we finished it, we come back and make it right at no charge. No paperwork chase, no service fee, no arguing about whether it’s covered. The promise is written on your project documents before we start, and it’s honored by every independently owned Penhallow location that operates under The Kingswell Guarantee.
What’s Covered
- Our workmanship, on every trade we performed. If something we built, installed, or finished fails because of how we did the work, that failure is on us.
- Parts and materials we sourced and installed. Cabinets, countertops, tile, fixtures, and any other materials we selected and put in place are covered against installation-related defects for the full 365-day window.
- A return visit at no charge. There is no service-call fee, no re-inspection fee, and no “trip charge” to get us back through the door.
- A full redo when a repair doesn’t hold. If we come back to address something and it fails again within the same 365-day period, we come back again – same promise, same terms.
- A clean job site when we finish. That applies to the original job and to any return visit under this promise.
- Peace of mind in writing. You don’t have to remember our word. It’s documented on every project before the first nail goes in.
What Isn’t Covered
We try to be honest about the edges, because a promise that covers everything covers nothing. These exclusions are the ones a reasonable person would agree are fair.
- Damage from storms, accidents, or events outside our control. A hailstorm, a flood, or a car backing into the garage isn’t a workmanship failure. We’ll still come look and tell you what we see.
- Work performed by another contractor after we finished. If a separate crew touched our work and something went wrong, we can’t stand behind the result. We’ll still come look.
- Materials the homeowner supplied. We’re glad to install customer-supplied materials, but defects in those materials fall outside what we can guarantee – because we didn’t select them.
- Normal wear over time on items we didn’t install. Existing equipment and fixtures that were already in the home before our crew arrived aren’t part of the promise.
- Problems we flagged that the homeowner chose not to address. If we pointed something out and you asked us to leave it, we’ll note that on file. We won’t say “told you so,” but we can’t cover it either.
- Cosmetic changes of mind. If you decide you’d prefer a different tile color six months later, that’s a new project – not a failure of the work we did. Call us and we’ll price it.
How to Use the Promise
Step 1: Call (936) 259-2607 or book online
A real person answers the phone around the clock – no voicemail prompt, no callback window. Tell them you’re calling about a completed Penhallow project and that something needs attention.
Step 2: Tell us the job and roughly when we finished it
You don’t need a receipt, a job number, or any paperwork. We keep every project on file, so the person on the phone can pull it up from your name and address.
Step 3: We schedule the return visit
We’ll give you a real arrival window – the same way we did on the original job – and we’ll stick to it. No vague “sometime Tuesday” windows.
Step 4: We make it right
Our crew comes back, assesses the failure, and fixes it. There’s no form to fill out, no fee to pay, and no negotiation about what’s covered. If it falls under the promise, it gets fixed. That’s the whole process.
Timing
The 365-day window opens on the date we completed your project and closes exactly one year later. If you reach out on day 370 and the issue clearly traces back to our work, we’re going to look at it. We’re not in the business of turning people away over four days. That said, the formal window is 365 days, and that’s what’s documented on your project paperwork. Every Penhallow location operates independently, but every one of them honors this promise – because it’s The Kingswell Guarantee, not a location-by-location option.
Questions About the Promise
If you’re not sure whether something is covered, the fastest way to find out is to call (936) 259-2607. A real person will answer, hear you out, and give you a straight answer – no runaround, no hold music maze. We’d rather take a two-minute call than have you wonder.
Written by Trevor Nash, Owner at Penhallow Remodeling, serving homeowners under The Kingswell Guarantee since 2004.