Customer Services

Our aim is to build a home free of defects, however, if a problem should occur we will correct those items that are covered by your One Year Warranty.

The Service Request Procedures to be followed are outlined below. Please note the following:

• ALL SERVICE REQUESTS MUST BE SUBMITTED IN WRITING.
• NO EXCEPTIONS.
• PHONE CALLS FOR NON-EMERGENCY SERVICE REQUESTS WILL NOT BE ACCEPTED.

Before you request service

Prior to requesting service, you review your 2-10 Home Buyers Warranty Booklet to confirm that such service is covered. Additionally, many items in your home are warranted directly by the manufacturer. You will need to request warranty related service on those items directly through that manufacturer.

To request services

You can submit requests for repairs any time during your one-year warranty period, although we recommend waiting until 60 (sixty) days after the Close of Escrow to report any service requests that are not emergencies. Due to your home’s settling, we ask that you wait until the 11th month to submit requests for drywall and stucco cracks.

To request service, complete a Warranty Service Request form. There are copies of the form in your Customer Service Binder, or you may print one of these forms, depending on your need:

• 60 (sixty) Day Warranty Service Request — is for the warrantable items that you notice after you move in which were not apparent during your pre-closing walkthrough.
• Warranty Service Request — is for additional warrantable items that you discover for which you believe we are responsible and that are not homeowner maintenance items.

Complete the form

Provide all information requested on the repair request form including your name, address, lot number, subdivision, and all telephone numbers where you can be reached during normal business hours (home, work, cell & pager). We strongly recommend that you make a copy of your service request and keep it for your records.

Describe the problem in detail so that we send the appropriate subcontractor to make the repair. Include information that identifies the room or general location of the repair as well as the particular problem you are having. For example: Kitchen: leak from sink faucet.

Send the completed form

Customer Service
McKim Homes
P.O. BOX 548
     Rocklin, CA  95677     

You can also fax it to 916-624-8975 or email it to troy@mckimhomes.com

Once we receive your request

Our goal is to contact you within ten (10) business days after receipt of your Service Request Form. If you have not heard from us within 10 days of sending your service request, contact our office to verify our receipt of your request. Appointments are scheduled by the subcontractors directly, at a mutually convenient time. All service appointments are scheduled Monday through Friday (excluding holidays) between the 8am and 4pm. You may request a morning or afternoon appointment, but we are not able to offer time specific appointments.

Should our Customer Service Department need to review items reported, we will make an appointment with you and confirm the items that are covered, or not, and the scope of work involved. After the this review the subcontractors are notified and will contact you for an appointment to make the repairs.

Upon completion of the items noted on the work order, the subcontractor will request your signature. Should you not be satisfied with the repair work, do not sign the work order, but rather contact our office to discuss the matter and schedule a date and time for a customer service representative to investigate your concerns.

If for any reason it is necessary for you to cancel a scheduled appointment, please contact the subcontractor immediately. Note that you are required to reschedule the appointment with the appropriate subcontractor. Failure to keep appointments will result in closure of work orders.

Although work orders are issued promptly, many subcontractors, trades and component parts may be involved. Approximately thirty (30) working days should be allowed for completion of the work, depending on the extent of the repairs.

McKIM HOMES REQUIRES THAT A RESPONSIBLE PERSON, 18 YEARS OR OLDER, BE PRESENT AT THE HOME WHILE WORK IS BEING PERFORMED.

If you have any questions or encounter any problems, contact our Customer Service Department by telephone at 916-624-9202 or via email to troy@mckimhomes.com.

NOTE: The McKim Homes staff does not take responsibility for, nor are they qualified to make judgment regarding limited warranty or customer service. All such commitments must come from our Customer Service Department and/or Management.