Important Information


I recently was working with new clients who were very upset about an issue that is not that uncommon but is very important for all new home buyers to be aware of. They had purchased an upgrade in their new home, but it turned out that the builder could not give them exactly what they had paid for due to  space restrictions. The builder installed a similar item that fit better into that space, but it was not exactly the same as the one the homeowners had wanted.  The homeowners did not like the alternative item, they wanted it removed and they wanted a full refund.

Following are two scenarios regarding this sort of issue.

If you purchase an upgrade for your new home but the builder is unable to give you exactly what you paid for, you can either ask for a full refund, you can work with the builder to find a similar upgrade to your liking, or you can work together to come up with another arrangement to your satisfaction.  The builder cannot force you to take the alternative upgrade even if they have already installed it into your new home.

If there are certain upgrades that come standard in your new home, but the builder cannot give you exactly what you saw in the Decor Studio, the builder can make a change or offer you something else. The builder is not required to offer you any refund or any compensation, but if they choose to do so, it is at their discretion .  They just have to give you an item that is similar and at the same or greater value. For example, if a fireplace comes standard in your home, but the mantel that you saw in the showroom is no longer available, the builder can change it, but it must be as good as, or better than the original mantel.  The builder should also, as a courtesy, give you notice if they have to make a
change, however; they really don’t have to because they usually have a clause in the Agreement of Purchase and Sale stating that items are subject to change.  The builder is only required to inform the purchaser of major structural changes.

Knowing these kinds of things can save the purchaser/homeowner a lot of aggravation and stress.  The more your know and understand, the easier the new home buying process can be, and the happier you will be in your new home.  


About dfconsultants

I have worked in the new home construction industry for 15 years as a Customer Care Manager. I identified a need in customer service which was not being addressed so I decided to start my own company and founded DF Consultants. We educate new home buyers in the After Sales Service process and procedures. Builders have also recognized the advantage of having DF Consultants on their team, so we work with them doing Quality Assurance Inspections (Pre-PDI's), right through to conducting professional PDI's with their purchasers. Our mission is to change the dynamics in the new home construction industry, to improve communcation between builders and their homeowners creating a strong and lasting relationship.
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