[wilbo]

A lot of our customers switch from the existing providers because we provide over the phone troubleshooting services and the others are just dispatching.

We've taken out a large professional liability insurance to cover ourselves and our customers. We also document decision making process throughout the coordination process, which is helpful for determining what went wrong and why.

As far as the legality of taking calls, third party call centers that take calls and dispatch contractors are an extremely common service even offered by Appfolio and other providers.

Now regarding new contractors from our network, that is an opt-in service for customers. Many opt out entirely and we can turn that off for any customer. For instance, some customers require liability insurance policies much larger than we can guarantee with our network, so they opt-out of using Latchel contractors.