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Frequently Asked Questions

Business Owners

Premium Membership

Customer Reviews

Supplier and Employee Complaints

TrustScore

Project Postings and Lead Notifications

Directory Ranking

Other Questions


What is included with my Free Membership?

Your Free Membership comes with an elaborate Company Profile Page, listed in up to 3 or more highly viewed service categories that will appear in our popular contractor directory.

What is included in my Company profile page

All Contractor Members are able to create a basic company profile that will appear in our popular contractor directory. Free members can post all relevant business details and collect consumer reviews. Included in your profile is your contact information, company logo, a cover picture, a photo gallery and videos showcasing your work. You'll also be able to add a link to your company website and any social media pages you currently have available.

How many service categories can I choose?

Members are eligible to list their companies in up to three service categories, with the ability to add additional categories, based on their customer reviews. Your company profile will appear in up to 3 service categories within our directory and will be visible to customers browsing those categories.

Can I list my company in more than 3 service categories?

Yes, you can expand your exposure to over 100 additional service categories absolutely free. The only condition is that you'll need customer reviews in the additional categories that you want to add to your profile.

For example, your default service categories are Kitchens, Bathrooms and Flooring, but you also want to appear under Basements and Roofing. To gain access, you'll need to have clients for whom you've done Basement Renovation and Roofing work submit their reviews. Once the reviews are approved by TrustedPros, your company listing will appear in the related categories.

What are Lead Notifications?

Homeowners visiting TrustedPros have the option of posting their projects online. The project postings are then sent out as lead to our registered members as email notifications, so that they can submit their proposals for jobs in which they're interested. Only paid, premium members will have access to the contact tools and information.

Shall I receive Lead Notifications as a Free Member?

As a free member you will receive lead notifications but will not have access to the contact tools and/or information. This allows you to preview the type and volume of leads generated in your area before you decide to upgrade. You can keep your company listed in our directory and turn your lead notifications off.

Do I need to upgrade to Premium Membership?

You are not obligated to upgrade your account however, becoming a Premium Member will not only give you access to project postings but will also move your free listing up in our directory - generating more exposure for your business and allowing you to access other features exclusive to our premium members.

How do I create a great company profile?

Build a winning profile. Customers are looking for experienced professionals. Your profile is where you show them that you're the one for the job. Exhibit what you can do by including images and videos of your past work. Consider using a professional photographer to really show off your work. Demonstrate your expertise and credentials by describing your experience and skills. Build trust by adding your professional licenses and insurance. Give people a whole picture of your company by linking to your website and social media profiles.

I'm not sure how to setup my profile. Can you help?

As a member (free or premium), to properly utilize and benefit from our service It is strongly recommended that you take the time to setup your account. Make sure you have provided all details relevant to your business and the services you specialize in but most importantly, reach out to your past and present clients and request they submit reviews to your profile. We recommend that you take the time to read our profile tips. Contact our support team if you require help to set up your account.

  • Email: support@trustedpros.ca
  • Call (9:00 am - 5:00 pm ET Monday - Friday): 1-855-890-7767

What can I do to get more work from TrustedPros?

TrustedPros receives thousands of visitors each day. Most of these visitors use our contractor directory to find local service professionals just like you to complete their home improvement projects. Several factors impact your profile's visibility, ranking and the number of leads you get, but none more than the following:
  • Your membership. Premium Members experience more visibility on our contractor directory and have access to leads.
  • Your reviews. A lower number of positive reviews from your clients will rank you below most of your competitors with a higher number of reviews, and as a Premium Member, restrict your access to leads.

How can I improve my ranking and increase my exposure?

Get your customers to post their reviews. Log into your account. Hover over the tab located on the top navigation. You will see the option Your Reputation. You can request and manage customer reviews in this section. Next, click on the Request Reviews option.  You may enter client names and email addresses for some or all of your customers. Click send your request. TrustedPros will send out an email template to the customers for you. It will include your company name and instructions on how they can submit their reviews. The more reviews you have, the higher your company will appear in our directory listings.


Premium Membership

What are the benefits of a Premium Membership?

You're not obligated to upgrade your account, but there are many benefits of becoming a Premium Member. These include:

Priority ranking in our directory. Upgrading your account will automatically move your listing above your competitors who are using our free service and have similar customer ratings.  You'll help secure your place above your competitors with a Premium Membership with positive customer reviews.

Respond to project leads. Homeowners use TrustedPros to post and manage their projects.  Busy consumers don't want to spend time calling or emailing several contractors. So, they post their projects, and we alert relevant contractors serving their area.  Only Premium Members have the option to access and reply to the leads posted in their area. Premium Members are not obligated to respond to a job posting. This is based purely on choice.

How much does a Premium Membership cost?

Depending on your location, our Premium Membership will cost $40, $60 or $80 per month with discounts offered to 6 or 12 month pre-paid subscriptions. Premium Membership pricing plans offer access to leads and priority listing in our popular directory. Click here for more information about our membership options.

Will I be notified about the jobs that I want to bid on as a Premium Member?

Yes. Our technology matches your bidding criteria with that of any posted project. Jobs posted in your geographic area that match the services that you offer will be automatically forwarded to you via email! However, failure to maintain a positive rating will limit your access to leads.

How does TrustedPros compare to other contractor listings and lead generation services?

The following industry-unique features make TrustedPros the best and most trusted outsourcing platform in Canada. You won't find a better deal for premium marketing and lead generation service anywhere else!

VALUE FOR MONEY: We've designed our Premium Membership to consistently reflect client volume in your service area on our server. We base your membership fee on the average project volume in your area. This gives you the best bang for your buck in the industry.

PREDICTABLE MEMBERSHIP FEES: Your monthly membership fee will remain consistent throughout your subscription with us, regardless of how many projects you take on. Other companies offer commission-based lead generation services or charge per-lead to take advantage of your business' success.

LOCATION BASED PRICING: Booming cities provide a higher lead volume, which yields more jobs. Smaller cities provide a smaller lead volume, which yields fewer jobs for contractors, relatively speaking. TrustedPros wants to give contractors an equal playing field for Premium Service based on supply and demand throughout the country. 

CATEGORY FLEXIBILITY: Free and Premium Members are entitled to listing in three main trade categories for FREE. TrustedPros will not charge any additional fees if you wish to have more category listings (that's free too!). Instead, you must receive a client review in each additional category in order to gain a listing in that category. You won't find that type of free category flexibility anywhere else.

REQUEST CLIENT REVIEWS ALL THE TIME, ANYTIME: TrustedPros will not limit your client review requests. We want you to leverage as many opportunities as you can to improve your company's reputation online. We offer all our members unlimited review requests for FREE.

GENUINE CLIENT REVIEWS: TrustedPros offers the most stringent review validation service in Canada. We do this to protect both skilled professionals and homeowners. Contractors listed on TrustedPros.ca never need to worry about competitors outranking them with fake reviews.

TRUSTSCORE: Our TrustScore is the only algorithmic rating system in the industry that scores your company based on service, credentials, history, and transparency. It's the rating system that homeowners use and trust when they go to hire professionals like you.

LOCATION REACH: Members can take advantage of our increased location reach service when they subscribe to Premium Membership. Receive 30km of extra reach from your location for the best price on the market.

How does TrustedPros pricing compare to other listings?

Other contractor listings will charge all their members a consistent flat rate, regardless of location demand. It means you will pay the same fee in a thinly populated service area with much lower project volume as a contractor offering services in an urban area with 10 times the project volume. We want to treat our Premium Members more fairly and give them the best value for their unique market. That's why we adjust your membership fee on the average project volume in your service area. So, if there are fewer projects posted in your area, you will be paying a lower fixed membership fee.

From a bottom line standpoint would my business benefit from becoming a Premium Member?

Growing your business and increasing company revenue requires a marketing budget. TrustedPros offers the most cost effective way to market your business in your local area.

  • Quick Returns: A Premium Member can immediately recover the membership fee paid after they have secured just one project (with a healthy profit!). Additional secured projects only bring more returns. 
  • Inexpensive Customer Acquisition: Successful business owners are well-acquainted with the price of acquiring new project leads.  Mass media advertising in newspapers, radio, and television is incredibly expensive and usually produces a low return. For example, a full-page ad in a major metropolitan newspaper can cost over $10,000 to run one time! A TrustedPros Premium Membership allows you to avoid these high costs.
  • A never-ending stream of leads: You will receive a continuous flow of e-mails outlining new job opportunities in your area complete with direct contact information that allows you to connect with project owners that require your expertise.
  • Analyze and Compare: Analyze the cost of our service and profit potential and compare it to the immense cost of mass media marketing, other advertising strategies, and other online services. You will quickly see that a TrustedPros Premium Membership makes the most sense.

    Click here to read about what Premium Members have to say about TrustedPros services.

Pounding the pavement in search of new job leads is extremely difficult. Let Canada's most trusted and cost-effective outsourcing platform help you grow your business!

How will you bill me?

We offer monthly, 6-monthly, and annual billing options. Depending on what option you choose, your membership will be renewed at the end of each one-month, 6-month, or 12-month term. You will have the option to stop your subscription from automatically renewing.

Can I save on my membership fee?

Yes. Paying ahead will bring down your membership fee:

  • If you choose to pre-pay for 6 months, you'll only pay for 5 months and save one-month's fee.
  • If you pre-pay for 12-months, you'll only pay for 9 months and save 3-months' fee.

Is there a minimum subscription period?

Yes. Please note that our monthly payment option is based on a 6-month contract.

As a Premium Member, can I change or cancel my plan later on?

Yes. You can downgrade or cancel anytime from your settings page. However, if you've selected a monthly payment option, you will be required to fulfill any time remaining on your 6-month contract. You will lose your Premium features at the end of your billing cycle when you cancel your Premium Membership. Your account will not be adjusted until the end of your current billing cycle and/or contract upon downgrading.

I don't want to be on auto renewal. Can you notify me before my membership expires?

You will receive an email notifying you of the pending renewal date. You can also turn off auto renewal anytime by cancelling your Premium Membership here.

What is your refund policy?

TrustedPros does not offer refunds, as noted in our Terms of Use

Do you have a one-month trial? 6 months is too long if I'm not happy with the service.

We offer a free one-month trial to all new or free users once they're able to obtain 3 positive customer reviews, received in the past 6 months, that meet our Review Guidelines.

  • Obtain 3 approved, positive reviews on your profile.
  • Contact support@trurstedpros.ca
  • TrustedPros will activate your 1-month free Premium Membership within 72 hours.

Once your 1-month free trial has expired, your account will automatically revert back to our basic free membership until you subscribe and purchase our Premium Membership option.

Try it today. You'll love it!


Customer Reviews

Who is entitled to review my business on TrustedPros?

Any customer whom you have ever worked for is entitled to submit a review for your company, provided they meet our Review Guidelines.  The reviewers DO NOT have to be customers whom you've acquired through TrustedPros, but people for whom you have ever worked as a contractor.

Can my previous clients review my business on TrustedPros, and how?

Any client you've ever worked for can submit a review of your services, provided their review meets our Review Guidelines. Your clients can find your company and submit a review through our Write a Review tool. Or, you can use our Request Reviews tool ask clients for company reviews. Our tool will email your clients directly asking them to submit a review.

How long does it take to process a review?

Once a review is posted, TrustedPros immediately sends the user a confirmation request email. If the user fails to respond to the confirmation request, the review remains pending.  

Once the confirmation is received, the review is placed in queue with our Validation Team.  Our team screens each review to help confirm its validity. This process usually takes 2-5 business days depending on the volume of reviews received during that period.

Am I notified when a review has become active?

Yes. You will receive an email once a review is approved by our Validation Team.

I cannot see my client's review I had requested. What should I do?

Your client may not have confirmed our email request
You can send your client another confirmation email request in case they never responded to our original confirmation request email. Simply log into your account, go to the Your Reputation” tab, and click on the Manage Your Reviews” link. Click on the Send Confirmation Email” button under the pending review. Try contacting your client to notify them about the confirmation email. You can also let your client know that they can email validation@trustedpros.ca from the same email address they used to submit their review.

The users review did not meet our Review Guideline Standards
A review will be suspended if our validation team discovers anything suggesting that the review was not submitted by an actual client, or does not follow our Review Guidelines. Our Validation Team will suspend the review, and email the client requesting proof of hire. If valid proof is not provided, or if our Validation Team remains concerned about the review validity, it will be flagged and marked as ‘Unverified' or as ‘Suspicious'.

Flagged reviews are mentioned on your business page under your TrustScore.

What should I do if my client posts a negative review?

The reality in life is that you can't please everybody, and you must not take this personally. Keep in mind that reviews are subjective interpretations, and your clients are entitled to stating their opinion. A client may post a negative review about your services, your team, or your company one day. The most important thing to do is to handle this case professionally and calmly.

Do:

  • Respond to the review as feedback. Keep in mind that your response is public, and may affect future business.
  • Promote positive customer service—show that you care about your client's experience and the success of their projects.
  • Try your best to be fair and honest. Understand your clients concerns and address them appropriately.
  • Address an issue, especially if it is a misunderstanding. Sometimes clients make mistakes, and politely binging this to their attention can initiate the removal of a negative review.

Don't:

  • Shift the blame onto your client. Although you may feel they are wrong, their opinion isn't their fault.
  • Get unreasonably defensive and emotional about an opinion.
  • Display anger. Keep it cool! Refrain from using rude or incendiary remarks.
  • Be dishonest. Do not try to cover yourself with a lie to cover up what may be true. It will end badly.

It's not easy to take criticism. But, future customers will appreciate a skilled professional who cares about their clients and takes their concerns seriously. In the eyes of the consumer, being professional may be more valuable than being right. The best thing to is try and learn from client criticism for future improvement—and we can always be better.

The review posted was false. Why can't you remove it?

If a customer hires a company or individual to perform work on their property, or where a financial transaction took place between a contractor and a client, that customer is entitled to post a review regarding their experience. There might be circumstances where a false review is posted about your company. You must do one of the following to have it removed:

  • Resolve any outstanding issues with your client and have such client request TrustedPros for removal of the concerned review.
  • Provide valid proof about specific statements that are factually false. This may prove difficult as most reviews discuss the quality of work or the professionalism of the contractor, which may in whole or in part be based on the opinion and subjective views of your client. Signed contracts are typically accepted but we will review any documents or photographs you provide. But, again, we will not remove, redact or edit reviews except where you can prove that facts have been misstated.
  • A better approach is usually to post a reply and share your views with respect to the complaint. Post a clear and unemotional rebuttal addressing negative comments in a positive, non-defensive tone – demonstrating composure and rationality in terms of presenting your side of the equation can make a great first impression with customers and help build trust. In doing so, be mindful of not disclosing personal information about your client, which may bring you offside privacy laws.
  • If you feel the comments posted by your client are false or misleading, you can seek the advice of legal counsel to explore additional options. If legal proceedings related to this review are initiated by you and/or your company against your client, provide us with a copy of the document instituting such legal proceedings or a letter from your lawyer confirming that such proceedings have been commenced, and the review will be suspended pending a decision is made by the courts or withdrawal or discontinuance of the proceedings. Please also note that we will post a note on your profile to advise users of the foregoing. If you discontinue or withdraw the proceedings or the court rules in favour of your client, the review will be reactivated. It will be your responsibility and that of your client to notify us regarding the court's ruling or any withdrawal or discontinuation of proceedings.

I received a review from someone I've never worked for. How can I remove it?

If you have never been hired by, done work for, or received money from a user posting a review about your services, email validation@trustedpros.ca. We will suspend the review, and we will attempt to contact the user and request the proof of hire. If the proof is provided, you will be notified and the review will be activated. If the proof of hire is not provided, the review will remain inactive indefinitely.

Please note: We strongly encourage you to look through your records thoroughly to confirm your belief before emailing us. For if you refute a negative review under these circumstances and it can be proven that you were in fact hired by such user; or that you performed work for such user; or that you received money from such user, TrustedPros will file your complaint as a misstatement on your company profile. A misstatement will have a negative effect on your TrustScore.

For further information about the calculation of your TrustScore, please read about our TrustScore here.

Can I transfer my reviews from another website?

We're sorry but we cannot accept any reviews from another source. TrustedPros has a very strict process to validate reviews and each review must be posted directly by your clients. Our review validation process is what separates us from other sites.

We strongly suggest that you contact your past clients and request them to write a company review for you through this link.

My client does not have access to a computer. Can I submit their review or fax/email you a copy of their reference letter?

No. Reviews must be submitted directly by your clients and cannot be submitted by you or your staff on their behalf.

I don't want to bug my clients, so how will I get reviews?

You are not obligated to get reviews. However, many contractors compete for each project on TrustedPros. Clients are more likely to trust contractor profiles with detailed information and several quality reviews. It's up to you to create a competitive profile. We encourage you to request previous clients to submit a company review and rating. Any client can submit a review (they do not need to be clients obtained via our service. However, all reviews must meet our Review Guidelines.

How does TrustedPros ensure the genuineness of the reviews?

We use a number of meticulous verification processes from proprietary algorithms that catch fake reviews and employ real human beings to authenticate reviews manually. We do a lot to make sure that all reviews written are real.

How many reviews do I need to reply to leads?

You can reply to any leads that are related to any of your 3 main service categories without having reviews about your service. However, most consumers base their decision on reviews and ratings. Thus, your response rate and success will be limited if you do not have positive customer reviews.

To access leads outside your 3 main services you will need customer reviews that are specifically related to any new categories. If you do not have any reviews for a new service category, try reaching out to a client whom you have completed a project in that new service category.

I am a new company and haven't had any clients yet. How can I reply to leads without reviews?

We're not going to lie to you: you will find it difficult to compete with others in your service area that have multiple customer reviews.

However, users who submit projects have the option to control their post's reach to contractors and businesses that have a minimum customer rating of either 3.5, 4.0 or 4.5. If they provide no restrictions, then you will have access to these leads.

Try to respond to consumer leads by describing your skills and informing potential clients about any professional license, insurance, worker's compensation details. Make sure that your profile contains a link to your website and social media links. This can help you build trust in new clients.

How do I qualify for the 'Best of TrustedPros' award?

If you're interested in competing for the “Best of TrustedPros”, here is a brief overview of some of the things we use to calculate our winners:

  • Total number of positive reviews and combined rating received for a specific service-category within a given year. Members can win up-to a maximum of 3 categories.
  • Fewest number of customer, supplier and employee complaints against your company.
  • If a negative review was received, your ability to deal with the feedback and the efforts you made to rectify the problems with your client(s).

A few things to consider:

  • Any member found to have posted fake or suspicious reviews to their own account in order to boost their ranking and reputation will be ineligible for these awards.
  • Members that have received a “Best of TrustedPros” award but were later found to have posted a fake or or suspicious review(s) to their own account will have their award(s) revoked.
  • Members that have received a “Best of TrustedPros” award but are unable to maintain a minimum overall customer rating of 4.0 and will have their award(s) revoked.
  • Members that have TrustScore rating below 4.0 will not be eligible for the "Best of TrustedPros" award.
  • Members that have received a “Best of TrustedPros” award but are unable to maintain a minimum TrustScore of 4.0 will have their award(s) revoked.

Good luck!


Supplier and Employee Complaints

Can my suppliers or subcontractors file a complaint against my business?

A supplier/creditor that has extended credit to your business or a sub-contractor hired by you and/or your business is entitled to file a complaint regarding overdue or unpaid sums you owe to them, unsafe working conditions or practices, or unethical business practices.

I received a complaint from a supplier. What can I do?

In order to have a complaint removed from your listing, you must do one of the following:

  • Cure such payment default and have such supplier/creditor request removal of their complaint through our Website.
  • Provide valid proof about specific statements made by such supplier/creditor that are factually false or that your account with such supplier/creditor is and has always been in good standing. Please note, we will not remove, redact or edit complaints except where facts have been misstated.
  • A better approach is usually to post a reply and share your views and position with respect to the complaint. In doing so, be mindful of not disclosing personal information about your supplier/creditor (or any of their respective employees, agents and representatives) which may bring you offside privacy laws. Likewise, be mindful of not disclosing confidential information of your supplier/creditor which may bring you offside any contractual obligation. 
  • If you feel the comments posted by your supplier/creditor are false or misleading, you can seek the advice of legal counsel to explore additional options. If legal proceedings related to this complaint are initiated by you and/or your company against your supplier/creditor, provide us with a copy of the document instituting such legal proceedings or a letter from your lawyer confirming that such proceedings have been commenced, and the complaint will be suspended pending a court decision being made or withdrawal or discontinuance of the legal proceedings.  We may post a note to advise users of the foregoing. If you discontinue or withdraw the proceedings or the court rules in favour of your supplier/creditor or otherwise dismisses your claim, the complaint will be reactivated. It will be your responsibility and that of your supplier/creditor to notify us regarding the status and ultimate outcome of any such legal proceedings.

Can my employees submit a complaint against my business?

A person that has been employed or retained by you and/or your company is entitled to file a complaint regarding unpaid wages, unsafe working conditions or practices, or unethical business practices.

I received a complaint from an employee. What can I do?

In order to have such a complaint removed, you must do one of the following:

  • Resolve any outstanding issues with your employee and have such employee request removal of his or her complaint.
  • Provide valid proof about specific statements made by such employee that are factually false. Please note, we will not remove, redact or editorialize complaints except where facts have been misstated.
  • A better approach is usually to post a reply and share your views and position with respect to the complaint. In doing so, be mindful of not disclosing personal information about your employee which may bring you offside privacy laws.
  • If you feel the comments posted by your employee are false or misleading, you can seek the advice of legal counsel to explore additional options. If legal proceedings related to this complaint are initiated by you and/or your company against your employee, provide us with a copy of the document instituting such legal proceedings or a letter from your lawyer confirming that such proceedings have been commenced, and the complaint will be suspended pending a court decision being made or withdrawal or discontinuance of the legal proceedings. We may post a note to advise users of the foregoing. If you discontinue or withdraw the proceedings or the court rules in favour of your employee or otherwise dismisses your claim, the complaint will be reactivated. It will be your responsibility and that of your employee to notify us regarding the status and ultimate outcome of any such legal proceedings.

How do supplier, subcontractor, or employee complaints affect my profile?

Complaints filed by suppliers, subcontractors or employees regarding outstanding dues, unethical business practices, and unsafe working conditions are factored in while calculating your TrustScore. A lower TrustScore can demote your ranking in our Directory, and undermine your chances of obtaining work through your listing or when responding to lead notifications. Click here to learn how our proprietary TrustScore Rating System works.


TrustScore

What is the TrustScore?

TrustScore is a business rating system developed by TrustedPros using a unique grading structure based on our Ethical and Professional Code of Conduct. TrustScore rates contractors and other home service professionals in regards to how they fulfill their professional obligations to their customers, suppliers and employees. These obligations include a company's determination to complete the services they promise and honor all monetary obligations to their suppliers and employees. The firm must also possess integrity and quality control measures to drive their client relationship management strategies.

How can I improve my TrustScore?

To improve your TrustScore you'll need to add the following to your profile:

If you've received negative reviews from your clients or have complaints against you from your suppliers or employees, try to resolve any outstanding issues in the hope of having them retract their reviews or complaints.

For more information on how our TrustScore system works, click here.

I have a positive TrustScore. Why can't I reply to leads?

Contractors with a TrustScore below 3.5 cannot reply to leads. If your TrustScore is above 3.4 and you still cannot access leads, it is likely because your overall Customer Rating has dropped below 3.5. If your Customer Rating and TrustScore are both above 3.4 and you still are unable to access leads, email support@trustedpros.ca.


Project Postings and Lead Notifications

What are Lead Notifications?

Homeowners visiting TrustedPros have the option of posting their projects online. The project postings are then sent out as lead to our registered members as email notifications, so that they can submit their proposals for jobs in which they're interested. Only paid, premium members will have access to the contact tools and information.

Shall I receive Lead Notifications as a Free Member?

As a free member you will receive lead notifications but will not have access to the contact tools and/or information. This allows you to preview the type and volume of leads generated in your area before you decide to upgrade. You can keep your company listed in our directory and turn your lead notifications off.

How many contractors do you send each lead to?

The number of contactors that have access to a lead varies for each posting. Consumers can set contractor location and rating restrictions on their job posting. If they do, it may restrict leads to as little as 5 suitable contractors or less. However, if a job is posted with no location or rating restrictions, access could exceed 20 contractors.

Regardless of the number of contractors you're competing with, it's important that you take the time to set up your profile properly and prepare your client responses.

How do you select which contractor gets the lead?

Any premium member that matches the details and settings outlined in a user's job posting will have access to the lead. These include:

  • Services offered
  • Location
  • Customer Rating
  • TrustScore

Why are you sending me leads I cannot access?

FREE MEMBERS
Leads are sent to our free members to allow you to preview the type and volume of leads generated via our service before you decide to upgrade. Upgrading your account will not only give you access to project postings but will also move your free listing up in our directory - generating more exposure for your business.

PREMIUM MEMBERS
Occasionally you may receive a lead notification that has restricted access.  The most likely reason may be because the project owner may have updated their job posting settings, and added restrictions based on location and/or contractor rating. These updates most likely happened after you had received your lead notification email. We apologize for the inconvenience.

How many jobs or leads should we expect for our coverage area?

The number of jobs and total traffic varies each day. However, TrustedPros has a very strong presence across Canada with thousands of visitors coming to our directory each day. Any premium member that has completed their company profile and has obtained customer reviews is already ahead of the game! Contractors often rely upon TrustedPros as their only source of marketing.

Where do the Jobs come from?

Our residential and commercial projects are submitted online personally by project owners looking for services like yours. In addition to online project posting, most project owners utilize our contractor directory database to proactively find and interact with contractors for their respective projects. Premium members again have the edge, with premium member listings ranking at the top of each category listing.

How genuine are the projects posted on TrustedPros?

TrustedPros does its best to ensure that all posted projects are listed with adequate contact information and sufficient details, so that contractors get an accurate overview of the scope of the job opportunity.

What kind of projects are posted on TrustedPros?

Posted projects cover all areas of residential and commercial construction, renovation, maintenance, and repair. They can range from 100 dollars to several million dollars in value.

Why am I not getting responses to the emails I send out to project owners?

Failed responses usually are a result of one of the following reasons:

A weak profile
Your profile is the main selling tool for your business. Every time you respond to a lead a link to your profile is included in the email along with your overall rating. Also, when consumers search our popular contractor directory, they're presented with your company profile page.

Strong competition
You are competing against other contractors with multiple reviews and detailed company profiles. We encourage you to upload new pictures to your gallery of work completed, add your logo and most importantly - request previous clients to submit a review and rate your company. Reviews can be submitted by any client, they do not have to be clients obtained via our service.

Sluggish response time
The quicker you can respond to leads, the more your chances of getting selected for the job.

The way you respond to leads
Consumers like to know that you've taken the time to read their job posting so if you do not answer all the questions outlined in the lead it is likely that you will not receive a response. If you cannot answer all the questions, explain why. Be detailed in your emails and try to sell your best service and the things you specialize in. Again, you are competing against many others so you need to make yourself noticed.

Weak or no follow up
Send a follow-up email a day or two after your initial email. It will help you stand out, and it will show that you are serious about the consumer's project.

Finally, some consumers may not have added TrustedPros to their Safe List" and TrustedPros emails may be ending up in their junk folder.

What should I do to have more customers respond to my emails?

You have to be very particular about the message you send out and the details you provide. Build an impressive profile and collect as many customer reviews as possible. Be careful to have only genuine reviews, as our TrustScore system penalizes contractors who try to post fake reviews. Here are detailed tips for maximizing the effectiveness of your proposals.

Write clear and professional messages
Your message is the customer's first impression of you. Make it a good one! Be sure to address any issues the customer raised and respond to their specific needs. Set a competitive price and be clear what your price includes and what you can or cannot do. Finally, pay attention to the small things: address the customer by name and make sure not to make spelling or grammar mistakes.

Give an estimate
Customers are more likely to hire professionals who provide a basic idea of price. Your quote doesn't have to be a final number; it can change as you learn more about the job. Tell customers exactly what the quote includes. Then let customers know how the price may change and what the variables are.

Get reviews
Professionals with multiple reviews are 100% more likely to be hired than pros with no reviews. Having 5 or more reviews makes it 4 times more likely to be hired. Customers show us reviews are a major factor in their decision of who to hire. Take the time to ask your customers to write reviews.

Build a winning profile
Customers are looking for experienced professionals. Your profile is where you show them that you're the one for the job. Exhibit what you can do by including images and videos of your past work. Consider using a professional photographer to really show off your work. Then, demonstrate your expertise and credentials by describing your experience and skills. And build trust by adding a professional license, or linking to your website and social media profiles.

Spam Filters
Sometimes emails sent end up in the consumer's junk mail folders. We notify all members to add us as to their "Safe List" but some choose to ignore this and never see a single response.

Follow up
It is always recommended that you send a follow-up email a day or two after your initial email to remind future clients about your offer. Sometimes people forget about you on their to-do list. Don't take it personally, just remind them that you've sent them a quote!

Don't give up!
Many pros have doubled or even tripled the size of their businesses by responding consistently to customer requests. It takes the majority of contractors on TrustedPros more than 5 tries to get their first hire. You can succeed too! Just be persistent. Experiment to see what works. Write different types of messages, and ignore requests that don't seem like a good fit for your expertise. You need to learn about what works for you.

How many reviews do I need to reply to leads?

You can reply to any leads that are related to any of your 3 main service categories without having reviews about your service. However, most consumers base their decision on reviews and ratings. Thus, your response rate and success will be limited if you do not have positive customer reviews.

To access leads outside your 3 main services you will need customer reviews that are specifically related to any new categories. If you do not have any reviews for a new service category, try reaching out to a client whom you have completed a project in that new service category.

I am a new company and haven't had any clients yet. How can I reply to leads without reviews?

We're not going to lie to you: you will find it difficult to compete with others in your service area that have multiple customer reviews.

However, users who submit projects have the option to control their post's reach to contractors and businesses that have a minimum customer rating of either 3.5, 4.0 or 4.5. If they provide no restrictions, then you will have access to these leads.

Try to respond to consumer leads by describing your skills and informing potential clients about any professional license, insurance, worker's compensation details. Make sure that your profile contains a link to your website and social media links. This can help you build trust in new clients.

I upgraded my account. Why am I not able to reply to leads?

Users who submit projects have the option to control their post's reach to contractors and businesses that have a minimum customer rating of either 3.5, 4.0 or 4.5. If they provide no restrictions, then you will have access to these leads, providing your overall customer rating has not dropped below 3.5.

TrustedPros is committed to providing consumers with access to top-rated professionals. Part of our efforts include limiting and/or restricting lead access to premium members that fall below an overall customer rating of 3.5. If your customer rating is above 3.4 and you still cannot reply to leads that do not have minimum customer rating exceeding your own, you should contact support@trustedpros.ca.

I have a positive TrustScore. Why can't I reply to leads?

Contractors with a TrustScore below 3.5 cannot reply to leads. If your TrustScore is above 3.4 and you still cannot access leads, it is likely because your overall Customer Rating has dropped below 3.5. If your Customer Rating and TrustScore are both above 3.4 and you still are unable to access leads, email support@trustedpros.ca.

How can I regain access to leads?

Once you're able to bring your average customer rating up above 3.4, you will have access to new and existing leads. Here are some tips to help you improve your rating:

  • Resolve any outstanding issues with clients that have submitted negative reviews.
  • Reach out to past and present clients and request them to submit positive reviews. Try to use our 'Request a Review' for quick and easy review request emails.
  • Personally contact your clients directly and include a link to your profile page where they can click on the "Write a Review" button to submit their ratings and feedback.

NOTE: Your company profile page and contact information is still accessible to consumers via our contractor directory even if you cannot reply to leads. However, TrustedPros members with low ratings or no ratings at all will not experience the same level of success as members with positive ratings and reviews, regardless of your membership status.

I don't want to upgrade. How can I stop receiving leads?

You can keep your company listed in our directory and turn your lead notifications off by logging into your account, clicking on "account settings" and going into your lead notification settings. Or, you can take advantage of the premium membership benefits by logging into your account and clicking on the Upgrade Membership” link.


Directory Ranking

Where and when will my company listing be displayed?

The following is a brief overview of how companies are listed within the directory: All members will be listed within the city they reside in for the 3 main service categories that they have selected.

  • Premium contractor members will be listed outside of their city to a maximum radius of 100KM ONLY for the 3 main categories they have selected, and additional categories ONLY if they have received a review related to those service categories.
  • Free contractor members can extend their coverage outside their city to a maximum radius of 100KM for the 3 main categories they have selected, ONLY if they have received a review related to those service categories.
  • Listings in additional categories (secondary service categories) are possible for both premium and free contractor members but ONLY if the member has received a review related to those secondary service categories.

How can I improve my ranking and increase my exposure?

Get your customers to post their reviews. Log into your account. Hover over the tab located on the top navigation. You will see the option Your Reputation”. You can request and manage customer reviews in this section. Next, click on the Request Reviews” option.  You may enter client names and email addresses for some or all of your customers. Click send your request”. TrustedPros will send out an email template to the customers for you. It will include your company name and instructions on how they can submit their reviews. The more reviews you have, the higher your company will appear in our directory listings.

Become a Premium Member. Upgrading your account will automatically move your listing above your competitors who are using our free service and have similar customer ratings.  You'll help secure your place above your competitors with a Premium Membership with positive customer reviews. Click here for more information about the benefits of a Premium Membership.

I made changes to improve my rankings, when will I see a difference in the directory?

We have algorithms setup to organize the rankings throughout the directory. These algorithms are broken down to daily packages. If you've improved the information on your profile and have received an adequate number of reviews you should see a shift in rankings within 24 hours. In rare cases improved rankings may take up to 72 hours.

Why can't I see my company on the top of your search list?

In addition to the category placement setup of each company, TrustedPros has implemented a system that awards our contractor members TrustPoints for completing and maintaining their profile, adhering to our Ethical and Professional Code of Conduct, and for acquiring positive reviews from their clients. The more information provided in your profile and the more positive reviews you receive, the more TrustPoints you have, and the higher your company profile will be listed in our contractor directory.

How does the TrustPoint system work?

Contractors are ranked in our directory based on the TrustPoints they have earned. TrustPoints are awarded for the following:

  • Membership Status: Premium Members are awarded enough automatic points to enjoy top positioning above free membership listings in the TrustedPros Directory within the same rating group e.g. Good (3.5 - 5), Average (2.5 - 3.4), Poor (1 - 2.4), and Not Yet Rated. This puts your company name and services at the forefront of project owner searches for area service providers as long as you're able to maintain a positive rating.
  • Customer Reviews/Rating: TrustPoints are awarded for each positive feedback posted by your customers. Points are also deducted for any negative feedback posted.
    • Each positive review you receive will help increase (or decrease for negative reviews) your overall ranking.
    • Positive reviews received in the past 6 months hold more TrustPoint value then older reviews.
    • In addition to the basic points received, additional TrustPoints will be assigned to your listing in each category if more of your reviews match that category. Example: If your company is listed under "Plumbers" and have 4 reviews related to plumbing your ranking points for this category will be greater than the ranking points you would have if you were also listed under "Carpenters" but had only one review related to carpentry.
  • Top 3 Main Services: You are given more TrustPoints in the top 3 services your company focuses on. Update your preferences here
  • Services Offered: Our system awards contractors a greater number of TrustPoints for selecting a lesser number of services, and deducts points from contractors with a larger number of services. This helps increase the ranking of contractor members offering specialty trade. Manage your services here
  • TrustScore: TrustScore rates companies in regards to how they fulfill their professional obligations to their customers, suppliers and employees and many other factors. Failing to maintain a positive TrustScore will alter the TrustPoints you are awarded. More information on our TrustScore here
  • Description of Services: We have TrustPoints for adding detailed descriptions to each category you selected from the list of services. Adding the right description for each service you offer can convince consumers you're the right choice for the type of work they need completed. It can also increase the number of views your profile receives, ultimately leading to more business. Add your description of services here.
  • Company Overview: The more information you provide about your company, the more TrustPoints you will be awarded. All text copy must be of original content and not copied from another website or source. Update your company overview.
  • Adding Your Licensing Information - Add your license Information
  • Adding Your Insurance Information - Add your insurance details
  • Portfolio Albums/Pictures: Provide a description for each picture you submit to your portfolio. Be sure to separate albums based on project type i.e. Bathroom Renovations, Kitchen Remodeling, Roofing Projects etc. Separating your albums will help improve your ranking for each category that you assign an album to. Manage your portfolio here
  • Adding a Company Logo - Add your logo here
  • Adding a Cover Photo - Add your cover photo here
  • Participating in the Ask the Pros forum: Each time you provide a detailed response to questions posted in the forum, you accumulate TrustPoints that will help increase your ranking. Go to Ask the Pros page
  • Submitting a Special Offer - Add a special offer here

Why has my ranking dropped?

Ranking is based on several factors and fluctuations in ranking can occur, especially when you're in a competitive category and service area. If you see a drop in rankings for a specific category, focus on reaching out to your clients who have not yet posted their feedback on Trustedpros and request their reviews. We recommend you read other FAQ answers for more tips on how to improve your rankings in our directory.

I can't log into my account. I did password reset and didn't get the email.

Email support@trustedpros.ca from the email address associated with your account. Our Support Team will send you further instructions.


Other Questions

Does TrustedPros screen contractors?

No. we do not screen any members or businesses listed on our directory. Any contractor or service professional can join as a TrustedPros member. We do not endorse any single member, nor do we pre-screen any business listed with our service as the credentials they provide at the time of screening can become invalid weeks or months later. It is our opinion that pre-screening would only give consumers a false sense of security, which could lead to unfortunate hiring decisions. Instead, we have a rigorous screening process for all reviews posted and provide a comprehensive hiring guide for consumers to follow.

Can I remove my business from TrustedPros?

TrustedPros publishes business listing information so that consumers can share their experiences about local businesses, and because the information is typically a matter of public record and public concern, we don't remove such information from the site.
Our Terms of Use retains our right to keep your information on TrustedPros.ca, even if you no longer have an active profile with us. As long as you operate a business, homeowners will always be able to access your information, and client reviews.

What if my business has closed down or dissolved?

If your business has dissolved, please provide us with material proving that it is no longer operational. We will update the status of your public profile to indicate you are no longer in business. This will remove some of your contact details. However, your company name, overview, ratings and reviews will remain active.

How can I request changes to my business information?

If you need to update or change the information on your business page, please login to your account and use the options available through the Profile Manager” tab or email support@trustedpros.ca and provided detailed information about your listing and any changes that are required.

What can I do if I find my private information displayed on a particular listing?

If you are concerned that a particular business listing may be incorporating your private information, please contact TPI's privacy officer at privacy@trustedpros.ca. Any private information posted on your listing will be removed. However, all other information related to the business will remain active.

How many decals can I get for free?

  • Premium Members receive 4 free decals with the purchase of each 6-month subscription.
  • Basic Members receive 2 free decals (one time only) if they receive 3 client reviews.
  • Additional decals cost $5.50 each (plus tax)
  • Best of TrustedPros Award winners are entitled to 2 free decals, regardless of your membership type. Additional decals cost $5.50 each (plus tax)

Order your decals here.

How do I claim a business page?

To claim your business page listing, go to https://trustedpros.ca/search, enter your business name, city, select the checkbox Search by business name only and then the Search button. Locate your company and select the Profile link to go to your company profile page. Select the Claim this listing – it's free! button and complete the Claim Your Listing form to complete the process.

Why can't some business pages be claimed?

If the Claim this listing – it's free! Button doesn't appear, then the business page may have already been claimed by one of your colleagues. Due to privacy concerns, we can't share the name of the person who has already claimed the account. If you don't know who claimed this page, you'll need to pursue the matter with your staff or colleagues. The original account holder can contact us directly to request access and changes to the account.

If you've done all of the above and are still unable to claim your business page, please contact support@trustedpros.ca.

 

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