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What is The Tricord Homes Customer Care service procedure?
Tricord Homes strives to provide you with the most personal, professional and efficient means of communicating and addressing any warranty issues that may come up within your first year of homeownership. Over the course of the first year we give you two formal opportunities to share your concerns with us, (in addition to your New Home Orientation). The first is after you’ve been in your home for 30 days, and the second is prior to your 1 year anniversary. The forms for these are provided to you at the time of your New Home Orientation and are also available on our website. They should be filled out completely and returned to us within the appropriate timeframe so we can set appointments with you to address the items you list. These times are also great opportunities for you to ask questions and have your Customer Care Specialist share tips and suggestions for basic home maintenance.
I've been in my home for 30 days, What's the next step?
30 days gives you time to familiarize yourself with your home. We will address the items on the 30 day list you sent us (see 30 day warranty information for instructions). The items that can be taken care of that day will be taken care of. The items that require further consultation or subcontractor’s assistance will be rescheduled at the earliest convenience for all parties. We would prefer one of the actual homeowners to be present for all appointments however, we realize time is everyone’s most valuable commodity and it may be necessary for you to have an authorized representative there. Upon completion, we will ask for you or your representative to initial the form indicating the completion of the repairs.
What happens At my 1 year anniversary ?
The procedure for your 1 year warranty list is basically the same as the 30 day. You will receive a reminder letter approximately 1 month before the due date for this appointment. You will find the form to list your items in your New Home Orientation Package and on our website (see 1 year warranty information for instructions). We will contact you to set up a time to address the items on your list. This is an important appointment to make and keep within the time frame allowed. It is your opportunity to make us aware of any warrantable items before the end of your 1 year warranty with Tricord Homes. At this point your 2-10 Home Buyer’s Warranty goes into effect. Your Customer Care Specialist can go over with you the process necessary to make a claim, in the unlikely event you should ever need to. All future issues will be addressed through specific channels, such as manufacturer’s warranty, 2-10 Home Buyer’s warranty, etc.
Will all the items be repaired during my service appointments?
The Customer Care Specialist that visits your home is trained and proficient in basic maintenance and repairs. We recommend sending us your form 1-2 weeks in advance of the 30 day or 1 year time period. The sooner we have your list, the sooner we can begin preparing for your appointment. By having your list ahead of time we can come prepared to address many of your concerns that day. Some of the items may have to be evaluated, and then a new appointment will be set for either our Customer Care Specialist or a subcontractor to finish the necessary repairs.
What if I have an emergency?
Any warrantable situation that prevents you from living in your home, or makes your home unsafe, may be considered an emergency. These would include, but are not limited to: total stoppage of plumbing or sewage to the entire home, water leaks that require the water to be shut off at the main water supply, or loss of heat during the winter months (under certain conditions). During normal business hours a call to our Customer Care Department will cause these items to be addressed as quickly as possible. The emergency contact phone numbers you will need for after hours emergency calls are listed on your electrical panel box and in your Homeowner Orientation package. Be sure your situation is an emergency by meeting the above criteria or you may be charged for the service call by the subcontractor.
What if I have warranty work in between my 30 day and 1 year appointments?
We appreciate the opportunity to speak with you regarding issues that come up between appointments that, if left unattended, might result in more problems. Feel free to call our Customer Care Department (540) 785-8400 at any time for us to assess the urgency of the situation and determine if one of our Customer Care Specialists needs to visit your home.
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