THE HAYDEN CUSTOMER SERVICE PROGRAM
- INTRODUCTION
We at Hayden would like to be the first to welcome you to your new home.
We are honored that you and your family have given us the privilege of
serving you, and we sincerely hope that your home will be the source of
much pleasure and happiness for you and your family for many years to
come.
You may be assured that your home has been built according to Hayden's
demanding standards of quality. Not only are we proud of the quality
of our homes, we are also proud that we back our homes with one of the
finest, warranty service programs available in the housing industry.
All new homes go through an adjustment or "curing" process during the
first few months of occupancy as they adjust to the environment. During
his "curing" period, there is a need for a team effort of your own simple
program of home maintenance and Hayden's comprehensive warranty service
program to ensure your maximum satisfaction with your new home. As part
of the new homeowner orientation material, you will be given "A Maintenance
Guide to Your New Home" that describes the simple maintenance procedures
you should institute to supplement our warranty service program. Please
take the time to read "A Maintenance Guide to Your New Home" and implement
its recommendations as soon as possible. Remember - it's a team effort.
The balance of this document describes Hayden's customer-service program
and the procedures we have established to best serve you. These procedures
have been developed as a result of Hayden's many years of experience as the
most effective and efficient means of taking care of any adjustments that
may be necessary resulting from the new home "curing" process. Please
take the time to familiarize yourself with these procedures, so that we
may most effectively serve you.
- YOUR NEW HOME WARRANTY
Hayden backs your home with one of finest warranty programs in the housing
industry. Our warranty program is a two-phase protection program that
protects you from possible defects as follows:
- For one year after closing, all workmanship and materials;
- For two years after closing, plumbing, heating and cooling systems,
electrical systems, and major structural elements;
The details of your warranty coverage are extensive, and you should take
time to carefully review The Hayden, Limited-Warranty Program. The purpose
of this document is to familiarize you with the procedures for obtaining
service under your warranty.
Please note these important dates:
Closing Date: __________________________________________________
45-Day Scheduled Service Checkpoint: ___________________________
11-Month Service Checkpoint
(available only upon request):_______________________________
- NEW HOME ORIENTATION
The first of the scheduled, customer-service checkpoints occurs approximately
5 days prior to closing at your New Home Orientation.
At the New Home Orientation, you will walk through your new home with a
member of the Hayden production team. The purpose of the New Home
Orientation is:
- To verify the completed home meets your expectations and Hayden's
demanding quality standards;
- To document any items that might need adjustment;
- To familiarize you with the features of your home and to demonstrate
the operation of the various systems of your home, e.g., heating and
air-conditioning, electrical systems, plumbing, appliances, windows,
doors, and so on.
- To point-out key maintenance items and tips for your own maintenance program.
During the New Home Orientation, you and our representative will complete
the New Home Orientation forms, noting any items that might need adjustment.
Please take time to ensure that any broken or damaged items are identified
and documented on the New Home Orientation forms; we regret we are unable
to honor subsequent claims on such items, unless they have been noted during
the New Home Orientation.
Any adjustments noted during the New Home Orientation are the responsibility
of construction management and are generally completed within 30 days. Please
allow 30 days for completion of any adjustments by the on-site Superintendent's
staff and acknowledge that work has been completed to your satisfaction by
signing the appropriate documentation.
- 45-DAY SCHEDULED SERVICE CHECKPOINT
During the first few months of occupancy, a home is typically experiencing
the first change of seasons and there may be some items that need adjustment
as a result of the "curing" process. As a consequence, approximately 45
days after closing, our Customer Service Department will contact you in
writing, requesting your return of a Warranty Claim Form listing all new
items to be inspected since move-in.
In order to best serve your needs, we ask that you follow the procedures
outlined below when requesting repair or warranty services. If you find
items that need adjustment during the first 45 days, please maintain a
list of these items on the form provided you at closing, and our Customer
Service Representative will review them at your 45-day service checkpoint.
The inspection by our Customer Service Department, can be scheduled for any
weekday between 7:30 a.m. and 2:00 p.m.
- Our Customer Service Department will notify you in writing of the
45-day scheduled checkpoint. It is up to you to submit your warranty
claim in writing so an inspection can be scheduled.
- During your inspection, review the list with the Customer Service
Representative item by item.
- Our Customer Service Representative will carefully inspect each
item and recommend the best course of action. In some cases, it is
preferable to postpone adjustments until the home has undergone one
full seasonal cycle. In other cases, it is appropriate to effect
adjustments at this point.
- Service orders will be prepared for each item requiring adjustment
and they will be sent to the various subcontractors and suppliers
responsible for scheduling and completing the work. Copies of these
service orders are sent to you for reference. The subcontractor and/or
supplier will call you within approximately one week to schedule either
a meeting to inspect the work or to actually perform the work, and in
some instances, we recommend you contact the subcontractor to expedite
an appointment (between 8:00 a.m. - 4:00 p.m. weekdays) convenient to
your schedule. In cases that require more than one subcontractor or
supplier to work in sequence, we ask you to notify our Customer Service
Department when each phase of the work is complete so that follow-up
service orders may be released.
- Please acknowledge the work has been completed to your satisfaction
by signing the acknowledgement provided.
In performing any drywall touch-ups, we will also perform corresponding
paint touch-ups. To perform this touch-up properly, you must furnish us
with the touch-up paint provided at your New Home Orientation. If you do
not receive these at your New Home Orientation, notify us immediately.
Do no use these paints for major projects as they may be needed for future
touch-ups and new batches will not match as well. Also, we will attempt
to touch-up the wall and ceiling colors as closely as possible, but since
all paints fade with the passage of time (especially custom colors and
dark colors), we cannot guarantee an exact match. We will not repaint
entire walls or rooms as part of warranty work touch-ups.
Please note, we regret that we are unable to accept broken or damaged
items which have occurred following move in which were not noted during
New Home Orientation.
The procedures for assistance in an emergency are covered in Section 6.
- YEAR-END SERVICE CHECK POINT
Hayden's warranty for workmanship and materials is for one year only, and
we wish to ensure that any adjustments that may be necessary are identified
prior to the expiration of the warranty. Therefore, during your 11th month
occupying your new home, if you feel that any warranted adjustments or
repairs are necessary, please submit your list in writing either by mail
or fax. Our Customer Relations manager will contact you to schedule a
Year-end Service Review with you at your home to ensure that any final
items needing adjustment are identified and addressed. At that time,
we will be pleased to answer any questions you may have regarding
on-going maintenance and your on-going warranties of mechanical systems
and major structural elements.
- Simple Procedure - Year-End Service Review:
- During the month prior to the 1-year anniversary date of your
closing, if you require any final adjustments, complete the enclosed
Warranty Service Request forms. Describe any requested adjustments
as completely as possible and send the form(s) to the Hayden Customer
Service Department, Seven The Pines Court, Suite A, St. Louis, MO 63141.
You may also fax them to (314)434-5951. Please do not wait until your
one year anniversary date to submit warranty claims. All Service Orders
need to be issued by the anniversary date in order to be honored by the
appropriate subcontractor.
- The Service Department will call to schedule an inspection appointment.
- During the review, our Customer Service representative will carefully
review each of your concerns and answer any questions. If warranty work
is required, a Service Order will be issued to the appropriate subcontractor.
If you have not heard from them to schedule within 7 days, don't hesitate
to contact them to schedule a date and time to coincide with your schedule.
- Please acknowledge the work has been completed to your satisfaction
by signing the acknowledgement provided.
- UNSCHEDULED SERVICE REQUESTS
We have carefully designed our scheduled customer-service program to
coincide with the critical points during the "curing" process. If you
have concerns or spot minor items that might need adjustment throughout
the year, we encourage you to defer any such items until the next
service point, as conditions may vary as the "curing" process progresses.
Also, we have found it is much more efficient and less disruptive of your
own busy schedule if we are able to schedule workmen and subcontractors
to a home at specific concentrated points throughout the year.
In the case of major items, we understand your desire to make us aware
as soon as possible. In such cases, please submit non-emergency requests
in writing to the Hayden Customer Service Department, Seven The Pines
Court, Suite A, St. Louis, MO 63141. They may also be faxed to (314)434-5951.
We would prefer that you not telephone our offices for non-emergency items.
In the event that you feel it necessary to call our offices with a major,
non-emergency item, please take the time to write a letter of your concerns
so that we do not rely upon the accuracy of verbal communication alone.
While it is extremely unlikely, unfortunately, emergencies sometimes do occur.
In the case of Emergency Requests (i.e., plumbing leaks, electric, loss of
heating, mechanical malfunctions that jeopardize safety), call our Customer
Service Department immediately - (434-0995).
If an emergency should occur outside normal business hours, please do not
hesitate to call the appropriate subcontractor directly. For your convenience,
a list of telephone numbers of the subcontractors to call in an emergency is
included in this notebook.
Please confine this procedure to emergency items only! Please understand and
respect that our subcontractors have established this procedure for emergency
items only. Any non-emergency calls or requests for non-warranted service made
to a subcontractor under this emergency procedure may make you liable for a
service charge from the subcontractor.
- HOMEOWNERS MANUALS AND WARRANTIES
Your superintendent will review the operations of your appliances, heating
and air conditioning units, etc. with you. Manufacturer's Operation Manuals
and Warranties will be furnished to you in a binder at your New Home Orientation.
In the event of a problem, you should contact the appropriate service department
directly.
Please take time to read the manuals and return the completed warranty cards to
the manufacturers. Please do not forget, in order to initiate the warranty, it
is important to complete and return the registration cards. We recommend that
you store the binder in a safe file for future reference.
- THE HAYDEN COMMITMENT
The entire team at Hayden is committed to ensuring your complete satisfaction
with your new home. We are proud of our experienced, trained, customer-service
staff and their dedication to serving your needs. In addition, in order to be
most responsive to your needs and ensure prompt service at all times, we will
maintain the complete history of your service orders and work completion dates,
along with your name, address, and closing date in our computer files. Don't
hesitate to call us if you have any questions.
- IN CONCLUSION
Thank you for allowing us to be of service to you. We are confident that
Hayden's comprehensive, customer-service program combined with your own,
simple maintenance program will assure you many years of pleasure and enjoyment
in your Hayden home.
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