How to Contact Your Builder if You Have a Complaint.

You have just bought your first brand new home and have identified some things that need further work. How do you go about getting those things taken care of? Clear concise communication with the builder is a must. Identify the exact nature of the problem, put it in writing and send it to your builder. In order to schedule repairs, most builders require complaints be in writing and respond to telephone complaints only in times of emergency. Use the following guidelines to make the most of the communication.

Instructions

Difficulty: Easy

Things You’ll Need:

• Pen and paper or computer
• Digital camera

1. Before you write and send your letter, familiarize yourself with your home warranty coverage. Follow the procedure for making claims as stated in the written warranty. Some builders handle the warranty repairs themselves. Other builders may have contracted with a home warranty company to handle all warranty claims. Some items, such as appliances, are usually covered by a manufacturer's warranty, and are not the responsibility of the builder. If a problem develops after the express warranty has expired, the builder may not required to respond under the terms of the written warranty.
2. Write a professional letter. Include the date of the request, your name, address, home and work telephone numbers along with the date you moved in. Keep your letter brief and to the point, but include all relevant details. State exactly what you want done and how soon you expect the problem to be resolved. Include all relevant documents regarding the problem, and remember to send copies, not originals. Where applicable, send a photo to help describe the nature of your problem. Keep a copy of the letter for your files.
3. Always go directly to your builder, the home warranty company or the manufacturer as applicable with your complaints.
4. After you alert your builder to the problem, provide an opportunity to inspect and correct the problem within a reasonable period of time.

Tips & Warnings

• By following these guidelines, you give your builder the information and opportunity to timely correct the problems to your satisfaction.