How we handle reviews

Yes. We publish every review we receive, positive or negative, as it was written. We do not hide, reorder or edit reviews to make Ella-Reno or any contractor look better. The only exceptions are listed under 'What we remove' below, and they apply to positive and negative reviews alike.

Customers who sent us a request that reached an outcome: either they chose a proposal and the job was completed, or they received proposals and declined them all, or they ended the request. Contractors, our own team and anyone working for the construction company that runs Ella-Reno cannot review Ella-Reno or any contractor.

Every customer whose request reached an outcome receives one invitation, whatever the outcome and whether or not they seemed satisfied. We do not choose whom to invite based on how we expect them to rate us. We send one invitation and, at most, one reminder.

No. We never offer money, discounts, gifts, free services or any other benefit for a review, and we never ask for a positive one. Contractors are not allowed to offer anything for a review either.

Each invitation is linked to a real Ella-Reno request. Before a review is published, we match it to that request record. A review we cannot match to a request is not published as a customer review. We show the month of the request, the type of job and the district, never the customer's full name or address.

Ella-Reno is run on an interim basis by a construction company that may also submit a proposal for your request; its proposals are labelled "affiliated". Ella-Reno itself does not carry out works. Operator details: ella-reno.com/terms. Any review about a job carried out by that company carries the same "affiliated" label, and such reviews are never removed or hidden for being negative.

We remove or shorten a review only if it contains personal data of another person (names, phone numbers, addresses), insults or threats, unlawful content, or content unrelated to the request. When we shorten a review, we mark it '[part removed: personal data]' or the reason that applies. We never remove a review because it is negative.

A contractor may reply to a review once, publicly and politely, under the review. If a contractor says a review is false, we ask both sides for the request records and messages. While we look into it, the review stays published. We remove it only if it falls under 'What we remove' or the request record shows it does not come from that customer, and we tell the reviewer why.

Yes, at any time. Send a message to info@ella-reno.com with your request reference, and we will update or remove your review. Withdrawing is as simple as writing it.

Reviews are published on Trustpilot and ella-reno.com. Ella-Reno does not have a Google Business Profile. We do not add markup to make star ratings on this page appear in Google search results.