Monday, December 14, 2009
Tuesday, November 3, 2009
32. Customer Service
Congratulations!! You are moving into your home and it is an exciting time. There is one subject that needs some conversation - Your Warranty. Most homebuilders give some form of a warranty on their product, your state may require builders to have a warranty and dictate the minimum standard that they have to abide by. In general this should be a part of your conversation prior to contract, but most of us get wrapped up in the purchase and this conversation does not take place until around the end of the process. No matter, your contract documents and your closing doc's should have your warranty information included. During the homebuilding process you should ask for a copy of your builder’s customer service policies and procedures so you can review them prior to closing.
Your home, for warranty purposes is broken down into three categories. Each homebuilder has their own name but generally it is - One - Two - Ten Year Warranty. Each one corresponds to the warranty. The One Year covers those things that you can see, cabinets, flooring, drywall, faucets and light fixtures to name a few. These items you can touch and see. The Two Year covers the systems in the home; these are the plumbing pipes behind the drywall, the electrical wiring behind the drywall, your A/C duct work to name a few. You electrical plugs and outlets are generally considered one year - the P-traps under the sinks are considered on year. The last is structural warranty - this is your foundation, your framing and any thing that was engineered and should be covered for a period of Ten Year. This is a simple way of determining what is covered and for how long. Some places, things like insulation can be in the One Year or the Two Year category. Items like drainage might have a 30 day coverage or first major rain, trees are covered for 3 to 6 months depending on the tree, sod 30 days, and some items might not be covered by your homebuilder at all, like custom blinds or upgraded low voltage items. It is important to read and understand your warranty. You also need to understand how to file for service. Some homebuilders will take service request over the phone and some will not unless it is an emergency. Some might require you to fax or email them your request. What ever your homebuilder's requirement, you should always have a record of all of your service requests. Even if your homebuilder will take a service request over the phone you need to follow up with a written request by mail or fax. Never sign a service request for work that is not 100% completed. Make sure that when something is fixed your warranty for that item should be expended. This is to ensure that an inferior item was not used and will continue to need repair. When you have your buyer introduction keep all of your manuals because the manufacturers have warranties that could be for as long as five years. No matter how great your homebuilder isand the great name brand product he uses in your home there is always a chance that your home or an item in your home will need customer service. Never do service verbally, and always make sure there is a written policy on what is covered and how to get service. Some states will dictate this for your homebuilder and make it a requirement for them to maintain their license. Service is important, but hopefully you will have little or none.
Your home, for warranty purposes is broken down into three categories. Each homebuilder has their own name but generally it is - One - Two - Ten Year Warranty. Each one corresponds to the warranty. The One Year covers those things that you can see, cabinets, flooring, drywall, faucets and light fixtures to name a few. These items you can touch and see. The Two Year covers the systems in the home; these are the plumbing pipes behind the drywall, the electrical wiring behind the drywall, your A/C duct work to name a few. You electrical plugs and outlets are generally considered one year - the P-traps under the sinks are considered on year. The last is structural warranty - this is your foundation, your framing and any thing that was engineered and should be covered for a period of Ten Year. This is a simple way of determining what is covered and for how long. Some places, things like insulation can be in the One Year or the Two Year category. Items like drainage might have a 30 day coverage or first major rain, trees are covered for 3 to 6 months depending on the tree, sod 30 days, and some items might not be covered by your homebuilder at all, like custom blinds or upgraded low voltage items. It is important to read and understand your warranty. You also need to understand how to file for service. Some homebuilders will take service request over the phone and some will not unless it is an emergency. Some might require you to fax or email them your request. What ever your homebuilder's requirement, you should always have a record of all of your service requests. Even if your homebuilder will take a service request over the phone you need to follow up with a written request by mail or fax. Never sign a service request for work that is not 100% completed. Make sure that when something is fixed your warranty for that item should be expended. This is to ensure that an inferior item was not used and will continue to need repair. When you have your buyer introduction keep all of your manuals because the manufacturers have warranties that could be for as long as five years. No matter how great your homebuilder isand the great name brand product he uses in your home there is always a chance that your home or an item in your home will need customer service. Never do service verbally, and always make sure there is a written policy on what is covered and how to get service. Some states will dictate this for your homebuilder and make it a requirement for them to maintain their license. Service is important, but hopefully you will have little or none.
Wednesday, October 7, 2009
31. Finishing
Your homebuilder has been finishing your home since day zero. Getting your home ready for you to take posession started when you sat down with your Sales Consultant and picked a plan. Finishing your home is, along with frame punch, as we have discussed the most difficult phase of construction. At every step along the way we have punched the work, we have had building inspectors, engineers, and you on your planned builder - buyer interactions in the form of frame walks, lot walks, etc., look at the work and workmanship. When all meters and inspections are complete or in a stage of completion your homebuilder will conduct a 'QA' inspection. Homebuilders use various names for this inspections, but basicly it is a Quality Assurance Walk to insure the home is up to the homebuilders standard of completion prior to having you scheduled for your 'Introduction to the Home'. Remember your 'Final Walk' should not be a punch-out session, it should be a true introduction to how everything works and to go over your warranty information. If your home is not ready for you to walk - DON'T. I know sometimes it seems like we do not have a choose, but the worst thing you can do is take possesion of an incomplete home. Once you move in you are at the homebuilders mercy. When you close on your home you are saying it is acceptable and complete. Once closed, your home goes under the homebuilders warranty program and policies. Somtimes that can mke getting construction correction made a little more difficult. When you sign your closing papers in the details you are saying you have no agreements with your builder and/or construction manager that are not represented in your closing documents.
Once your QA,(homebuilders quality assurance walk) is complete you are ready for your Buyer Intro Walk. You will more than likely start in the kitchen, there are two reasons for this, one is that you have a place to sign all of the paper work and write, second, this is where the most 'stuff ' needs to be checked out. Most CM's place all of your manufacturers warranty manuals in the kitchen draws and if you think about it the kitchen has the most to go over. Remember when you do your walk to spend the most time in the places that have things, like kitchens and baths. Look in your closets and open and close every door and cabinet. Don't forget to check the tops and bottoms of doors for paint and take a stool so you can check the top shelves in your pantry and closets. Spending a little time now will make you and your homebuilder happier in the future. Your homebuilder does not like customer service and you shouldn't either, especially if it is something that should and could of been caught and corrected during the construction process. Do not foget to spend some time outside looking at the exterior of your home and your sod and landscape. Walk your fence and check it for nailing. Most of all 'ASK QUESTIONS'. Every question you have should be answered or you should be told when an answer can be given to you. Your home is built for life and you should fall in love with it every day.
Once your QA,(homebuilders quality assurance walk) is complete you are ready for your Buyer Intro Walk. You will more than likely start in the kitchen, there are two reasons for this, one is that you have a place to sign all of the paper work and write, second, this is where the most 'stuff ' needs to be checked out. Most CM's place all of your manufacturers warranty manuals in the kitchen draws and if you think about it the kitchen has the most to go over. Remember when you do your walk to spend the most time in the places that have things, like kitchens and baths. Look in your closets and open and close every door and cabinet. Don't forget to check the tops and bottoms of doors for paint and take a stool so you can check the top shelves in your pantry and closets. Spending a little time now will make you and your homebuilder happier in the future. Your homebuilder does not like customer service and you shouldn't either, especially if it is something that should and could of been caught and corrected during the construction process. Do not foget to spend some time outside looking at the exterior of your home and your sod and landscape. Walk your fence and check it for nailing. Most of all 'ASK QUESTIONS'. Every question you have should be answered or you should be told when an answer can be given to you. Your home is built for life and you should fall in love with it every day.
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