If something goes wrong
Resolving issues, escalating, disputed milestones, and difficult customers.
- Customer complaints — how Beams will involve youWhen a customer raises a complaint, Beams notifies you and gives you a chance to respond before stepping in. We step in directly only when safety, scope deviation, or evidence quality require it.
- Disputed milestonesWhen a customer disputes a milestone, payment is paused — not cancelled. Beams reviews the evidence and issues a written outcome. Most disputes resolve in days.
- Resolving issues on-siteMost issues should be resolved directly between you and the customer. Listen, acknowledge, document, propose a fix. Customers value calm professionalism above all else.
- What to do when a customer doesn't respondTry the agreed channel, then a backup. Wait reasonable periods. After repeated non-response, escalate to Beams. Don't let silence stall a project beyond a few days.
- When and how to escalate to BeamsIf an issue can't be resolved directly, email build@beamsrenovation.com with the project ID, milestone, summary, photos, and correspondence. We acknowledge within a working day, written findings within three.
- Working through difficult situations with customersSome projects have tense moments — anxiety about the build, a hard conversation about scope or quality, a strained working relationship. Stay professional, document carefully, and bring Beams in when the dynamic isn't working for either side.