The typical house contains more than 3,000 different parts. These components must be assembled with skill to form the new product you will call home. It would be unrealistic to expect your new home to be perfect. Even the best built homes are likely need a few corrections. Most problems are corrected routinely by the builder. However, if a non-routine problem should arise, you should follow certain procedures to correct the situation.
Making the Best of Your Home Building Experience
First, identify the exact nature of the problem.
Then you should put it into writing and send it to the builder. Many builders require all complaints to be in writing and will respond to telephone complaints only in emergencies.
Use these guidelines when you write your letter:
- Include your name, address, and home and work telephone numbers.
- Type your letter if possible or use handwriting that is easy to read.
- 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. Be reasonable.
- Include copies of all relevant documents regarding the problem.
- Keep a copy of the letter for your files.
What is Your Warranty Coverage?
Before you write your letter, familiarize yourself with your warranty coverage. If a problem develops after the warranty has expired, the builder is not required to fix it under the terms of the written warranty. Some items, such as appliances, may be covered by manufacturers’ warranties and are not the responsibility of the builder.
Deal with the Builder Directly
Always go directly to the builder with your complaints. Do not send letters to lawyers, government agencies, home builders associations or any other third parties before you have given your builder a reasonable chance to correct the problem. Interference from outsiders may impede the handling of your complaint. Also, sending angry, sarcastic or threatening letters is not likely to expedite your case. Such letters usually do more harm than good.
Contact outsiders only if you have reached an impasse with your builder. Try to avoid legal proceedings. Lawsuits are expensive and time consuming and should be attempted only as a last resort. Most standard new home purchase agreements (sales contract) provides for binding arbitration between the purchaser and builder. Also, most insured builder warranty programs provide for binding arbitration between the purchaser and builder.
In the event of an impasse, contact your local home builders association. If your builder is a member, the local association may have a system for examining and resolving construction complaints without going to court. The builders association may be able to bring both sides together to reach an agreement. However, keep in mind that a builders association does not have the legal authority to compel either side in a dispute to do anything.
Remember that most builders are seeking customer referrals and repeat buyers. They want you to be satisfied. If a problem develops, remain calm and approach your builder in a reasonable manner.
By following the procedures described above, chances are that you will be able to resolve the problems.