|
Welcome to the Client Solutions department!
Here at Pacific Home Warranty we have a new vision in our claims department. Along with a new vision came a new name, Client Solutions. We felt it was necessary to come up with a name to represent the new way of how we do business in the Claims department. The name Client solutions says alot. Instead of focusing on any problems that might arise in a builder/homeowner relationship, we focus on the solutions. In the event a claim arises we have a simple four step mind set:
*Listen to the customer's concerns
*Empathise with their situation
*Suggest a solution
*Get a plan in place, don't procrastinate, and take ACTION!
Here in Client Solutions we understand that the relationship between the Member Builder and Homeowner may be jeopardized during the first two years. Therefore, it is our main goal to mediate and settle all disputes in a timely fashion. |
While building a dream home for a client can be very exciting and rewarding, it can also at times become stressful for both parties. Furthermore, the conscious effort to satisfy every client allows the opportunity for your company to grow and gain a solid reputation. Here at PHW we want to make the experience of the homebuilder and homeowner as positive and as rewarding as possible.
To begin, it is very important to understand that during the first two years following possession of the new home, that there is a contractual relationship between the Builder and the Purchaser. Therefore, it is very important to complete the Completion Certification, with the new owner, THE DAY they move in to minimize confusion.
At the time of occupancy of the new home, the Member Builder and the Homeowner complete a ‘walk through’ of the home and identify Construction deficiencies. A Construction deficiency is any defect that is apparent at the time of signing the Completion Certificate. These defects are listed on the Completion Certificate, which both parties sign, and which commits the Member Builder to making these repairs in a timely fashion as per the terms of the sales contract. Examples might be a scratch on the floor, a cracked tile, paint drips, a window or door that won’t close, etc. It is very important to be thorough during this ‘walk through’. If a defect, which should reasonably have been apparent, is not noted on the Completion Certificate, then it could be assumed that it was caused by the homeowner after taking possession of the new home.
For more Information Regarding your first two year relationship please read the 'Managing the first two year relationship" brochure.
 Download the Managing the first two year relationship brochure (Coming soon)
For more informatin regarding warranty coverages, please visit the Product page. |
If an unresolved dispute occurs between the homeowner and homebuilder, Pacific Home Warranty will act under the guidelines of the Homeowner Protection Act to mediate the dispute.
At a time a dispute between a warranty provider and an owner arising under home warranty insurance cannot be resolved by informal negotiation within a reasonable time, the owner may, at the owner's sole election, require that the dispute be referred to mediation by delivering to the warranty provider a written request to mediate.
For more information on dispute resolution please call our office to speak with a Client Solutions expert. You can also reference the Homeowners Protection Office website for more information.
|
|