Let's Talk About Customer Care ... How Do We Take Care of Our Homebuyers?
April 10, 2023
Let's Talk About Customer Care ... How Do We Take Care of Our Homebuyers?
Ideal Homes & Neighborhoods has been building high-quality, energy-efficient homes for more than 30 years. When it comes to our home standards, we strive to raise the bar. The role of our Customer Care department is to ensure that all aspects of your Ideal Home are functioning properly. Our customer care team acts as a liaison to help make sure your new home is operating at peak performance.
Customer Care meets with our homeowners a few defined times throughout the process before closing day. The first time a homeowner meets their customer care representative is at the “Home Preview,” which is the blue tape walkthrough process. This is where you and your representative will inspect the home. They will also show you all the features of your specific home along with a lot of educational information about how your new home operates. You will also be provided information on your new home warranties, along with what is and is not covered by those agreements.
If customer care has items that need to be addressed, they make a list prior to the second meeting with the homeowner. The second meeting is called the “Home Complete” meeting. This is a great time for homeowners to ask customer care any questions they might have about their specific home.
The third customer care visit happens at the 60-day check-in. This allows homeowners to move into their home and begin using all the functions on a daily basis. This also allows them to write down questions or concerns they might have about their home.
Andrea Nance, customer care manager, has been with the team for over three years. “We do meet with you at 60 days and at year-end,” Nance said. “We like to make sure everything in your home is functioning the proper way. However, you do not have to wait for those appointments. You can reach out to customer care at any time.”
Let’s Talk Warranties:
1-Year Warranty: This builder warranty covers cracks in the drywall, nail pops, tape separation, adjustments to doors, windows, and gates, caulking or grout issues, plumbing, electrical, garage doors, heating, and air. It covers your major systems and offers peace of mind that we will take care of it.
10-Year Warranty: Our 10-year structural warranty ensures you have complete confidence in your home’s foundation for years to come. If there is ever a structural concern, you can contact us. This warranty can even be transferred to the new buyer of the home if you sell your home within that 10-year period.
Heating and Cooling Guarantee: We offer energy-efficient floor plans that are so efficient we can tell you the estimated energy usage amount based on the size and plan of your home. We are the only builder in Oklahoma to guarantee heating and cooling usage on most of the Ideal homes we build. We can tell you up front how much your average usage should be, and if it is more, you will be reimbursed the costs.
Our customer care team is excited and dedicated to making sure our homeowners are getting the best Ideal experience. There is also an emergency line to assist with homeowners needs that need to be addressed immediately. Customer Care can be reached at (405) 573-5693 or visit https://www.idealhomes.com/ideal-guarantee.
