CONTRACTOR REMOVAL & REPLACEMENT POLICY
Trust is protected by the ability to replace, not the promise to retain.
Best Rated is designed to maintain trust over time.
That requires the ability to remove underperformance when standards are no longer met.
Replacement is not a failure of the system.
It is a function of it.
Why Replacement Exists
Trust systems cannot rely on permanence.
Conditions change. Businesses evolve. Leadership shifts. Standards can drift.
If a system cannot replace, it eventually dilutes.
Best Rated includes replacement as a structural safeguard—so trust remains stable for homeowners, even when circumstances change for contractors.
What Triggers Review
Reviews are triggered by patterns, not isolated events.
Examples include:
- Repeated unresolved homeowner concerns
- Consistent deviation from agreed scope or pricing
- Communication breakdowns that persist over time
- Failure to maintain licensing or insurance
- Breakdown in owner accountability
Single incidents do not trigger removal.
Patterns signal risk.
Probation vs. Immediate Removal
Most issues are correctable.
Probationary Review
Applied when:
- Standards are slipping but recoverable
- Issues respond to correction
- Leadership remains engaged
Probation allows time for correction without disruption to homeowners.
Immediate Removal
Rare, but necessary when:
- Safety, legality, or ethics are compromised
- Licensing or insurance lapses occur
- Trust is clearly and immediately at risk
Immediate removal is protective—not punitive.
Correction Window & Support
Best Rated operates on a correction-first model.
When issues are identified:
- The contractor is notified privately
- Expectations are clarified
- A defined correction window is established
- Support is provided to resolve operational gaps
Most contractors resolve issues within this phase.
Removal occurs only when correction fails.
How Replacement Occurs
Replacement is deliberate—not rushed.
When a position is vacated:
- The zone is temporarily unassigned
- Coverage is reviewed for continuity
- Selection resumes only when standards can be met
Best Rated does not fill gaps quickly to maintain appearances.
It fills them carefully to preserve trust.
What This Policy Protects
This policy exists to protect:
- Homeowners from declining standards
- Contractors from arbitrary decisions
- The integrity of the network
Removal is not personal.
Replacement is not competitive.
Both are structural necessities.
The Governing Principle
Trust is protected by the ability to replace,
not the promise to retain.
That’s how stability is maintained.