What Happens When a Contractor is Presented with a Complaint?

If a homeowner presents a complaint for an item that is out of warranty, as a home builder, you should try to handle the situation with professionalism and care. Managing homebuilder customer complaints is an important part of maintaining your reputation and word-of-mouth referrals.

Here are some recommended tips.

Report the Complaint to Your Coverage Provider

Agreeing to repair or fix something that is out of warranty could lead to a denial of coverage.  It’s best to immediately report the complaint to the LHBA GL Trust or your current coverage provider and explore your options before agreeing to repair or fix something that is out of warranty.

You’ve Got Two Ears, Use Them

Give the homeowner the opportunity to fully express their concerns. Listen attentively and empathetically in order to understand the nature of the complaint from the homeowner’s point of view.

Review the Contractual Warranty

Check the terms of the warranty to confirm whether the item in question is indeed out of warranty. If it is, politely explain this to the homeowner.

Assess the Situation

Evaluate the severity of the issue and its potential impact on the homeowner’s satisfaction and the impact it may have on the reputation of your business. Determine whether assisting the homeowner in the resolution of the complaint, even though it’s out of warranty, is in the best interest of customer satisfaction and long-term business relationships.

Offer Solutions

Even though the item may be out of warranty, consider offering solutions or compromises to help resolve the homeowner’s complaint; this could include providing advice on potential repairs, offering discounted repair rates, or providing referrals to reputable vendors who can assist them.

Document Everything

Keep thorough records of all communications and actions taken regarding the complaint; this documentation may become quite useful in case there are future disputes, or if the homeowner decides to pursue further action against you.

Keep Your Cool

Throughout the process, maintain a professional demeanor and treat the homeowner with respect. Even if you’re unable to fully address their complaint, ensuring that they feel heard and valued can help preserve your reputation and your relationship with them.

By handling the complaint with professionalism and a willingness to find solutions, you may be able to mitigate any negative impact on the relationship between you and the homeowner, thus upholding your reputation as a reliable home builder.

For more information on the LHBA GL Trust, please call John Brooks at 225-999-8820 or email him at jbrooks@rmsla.com.