We realize that a home is the largest investment most people will make in their lifetime. We want our customers to feel great about making that investment with us – that’s why Harris Doyle developed a comprehensive customer care program that you can count on.
We strive for perfection in every home we build and are proud of our track record and quality. However, building a new home requires working with both natural and man-made products and literally hundreds of thousands of parts, so it’s not uncommon for something to need adjusting after closing. If that happens, you can feel confident in our One Year Limited Warranty Agreement, which ensures that repairs and corrections are made in a timely manner when things do not function properly.
Our dedicated customer care team is there to make sure all customer care requests are handled in a timely fashion from the date of closing all the way to the end of the 1-year warranty period.
In order to manage your policy effectively, we have developed the procedures outlined below. These procedures are designed to make the customer care experience efficient and effective, and they have been developed over time based on our extensive experience. Please familiarize yourself with these procedures so that you will know what to expect from the Customer Care Team during your first year.
These may be emailed to email@example.com. A service order will then be issued and emailed out to a Trade Partner and you. The Trade Partner should contact you within 3 business days to schedule the warranty service and complete the service order within 10 business days. The Trade Partner will ask that you sign the service order once the work is completed.
If an emergency happens during non-business hours, you may call the Trade Partner's emergency phone numbers. These stickers are located on the inside of the breaker box. Requests that are considered an emergency include electrical, HVAC and plumbing.
As your new home adjusts to varying seasonal conditions during your first year, certain items may require maintenance such as:
These items are available for a one-time repair. We recommend waiting until near the end of the 1-year warranty before emailing to report these items so that all shrinkage cracks, etc. have had time to appear.
We strive to keep our homeowners informed about the status of their Warranty Requests as often as possible. However, certain situations require that we find answers to questions from our trade partners. Sometimes these answers are not available immediately and take time to obtain. If this situation applies to you, we will do our best to obtain information as quickly as possible. We will also communicate the status of your request every few days, but if you desire information more quickly then please feel free to email your Quality Assurance team for an update.
ALL REPAIR REQUESTS MUST BE MADE IN WRITING. In order for Harris Doyle Homes to properly manage our customer care system, all Repair Requests must be submitted in writing via email (firstname.lastname@example.org) or mail (3111 Timberlake Dr, Birmingham, AL 35242). Email is the preferred method of submittal.
Repairs will only be scheduled to begin and end during NORMAL BUSINESS HOURS of M-F 8am - 5pm. We DO NOT schedule work (except for emergencies) on weekends or after business hours. Our Trade Partners typically work only during normal business hours so these are the only times that work can be performed. In addition, Harris Doyle Homes does not have staff available on weekends to handle service requests properly. We realize that this can often create a problem with work schedules and we appreciate your understanding and cooperation.
Some repairs may require visits from more than one trade. When this happens, we do our best to schedule the trades to come in on the same day but some cases require multiple trades, and therefore multiple days, to complete. You will be required to be at home during each of those days in order for us to complete the work.
You will be asked to sign the Repair Service Order when the Trade Partner has finished the repair. However, this is NOT a part of your Home Purchase Agreement and is not a binding contract. We ask for the signature in order for us to keep a record of quality control. If you choose not to sign an item after the work has been performed and the Customer Care Team determines that the work has been done to our Building Quality Standards, they will note that on the form and close-out the warranty item.