Providing New Home Builders
a Complete Customer Care
and Warranty Department
PHWS becomes an extension of your company. Together we will establish and implement the best business practices to advance your company to a new level of customer care.
Functionality reviews can have a huge impact on your bottom line, saving your company time and money. PHWS operates and reviews all functional features, providing an electronic punchlist of all non-performing issues. We can work with your project superintendent to create work orders, schedule trade partners and more. Upon final notification, we re-inspect all functional items to make certain the final product is ready to deliver to your customer.
Our ultimate goal is to assure fewer callback issues and leave you with happier customers.
The final aesthetic review will ensure that your buyer has a positive experience when they receive their new home. A properly delivered home means satisfied customers and fewer callback issues in the future.
PHWS will review each home to verify the final finishes are ready to be presented to the buyer. We can also work with your project superintendent, providing the appropriate work orders so that each trade contractor understands exactly what needs to be accomplished. Once the completion of all fit and finish issues is confirmed, we are ready to present the final product to your buyer.
PHWS walks units with the construction department for turnover purposes, creating a higher level of accountability when accepting units from construction.
The new home orientation is another opportunity to explain your post-sale customer care and warranty program in detail to the customer, delivering all appropriate materials. During the orientation, PHWS will reiterate and reinforce what they can expect in terms of customer care and warranty after they have moved in. We provide the industry’s most comprehensive new home orientation documentation and technology infrastructure, including electronically logging all buyer orientation issues.
PHWS administers warranty term inspections during the first year of the post-sale customer care and warranty period. Buyers have unlimited access to PHWS customer care, which includes 24-hour emergency services.
When you partner with PHWS, you get a complete third-party, post-sale customer care and warranty callback infrastructure. Each community is assigned a Manager of Builder Services and Manager of Administration, which effectively become your full-time customer care and warranty staff. We receive all of your customer care calls, perform all customer care visits and manage trade contractors and outside resources, utilizing our leading customer care and warranty tracking database and technologies.
Every builder has learned the hard way that the number one cause of defect litigation is poor customer care and warranty callback response. With PHWS’ long-term care, you can prevent future issues through clear and responsive notification. We’ll give you sound peace of mind through the completion of your specific state’s statute of repose, whatever it may be.
Not only is the F & A process important to your new condo closing process, but it can also help make sure your general contractor has assisted you in achieving an exceptional new condo delivery program.
New homebuyer manuals are an integral part of establishing new homebuyer customer care and warranty callback expectations. Providing information and education to your customers early is key to a better home buying experience. Ask PHWS for a referral to the industries top manual producers.
PHWS has partnered with the technology firm Service Software, LLC, a like-minded group helping us deliver the specialized software products beneficial to our industry. Working together, we combined each company’s individual expertise to develop a punchlist management software application. This software allows us to serve our growing list of clients efficiently and cost-effectively.