What Language Are You Speaking?

What Language Are You Speaking?

     "I didn't buy this home at a scratch-and-dent sale.  See that chip in my bathtub? I don't want it repaired.  I want the entire tub torn out."  Rick clearly was not happy.  He obviously had definite expectations and, in his opinion, they weren't being met.

     It's imperative to have a clear understanding of your expectations if something is scratched or damaged during the construction process.  There are over 100,000 components that go into a new, custom home, and in the process of installation, something may inadvertently get scratched or damaged.  I recommend you agree in writing with the builder that if he can bring the damaged item to a new, quality standard, it will be mutually acceptable.  If you took delivery on a new car and it had a minor scratch, you wouldn't expect the dealer to replace the entire door or the entire car.  Agree on standards with your builder before you begin.

     A builder friend of mine was once hired as a mediator to help resolve a conflict between a homeowner and a builder.  Instead of going to a jury trial, the builder and homeowner had agreed to binding arbitration.  The mediator's opinion would be binding.

     When the mediator arrived at the house, he was introduced to Dr. Jones, the homeowner, who was already dressed for work in his medical scrubs.  He was then introduced to Mr. Jenkins, the builder, who arrived dressed for work in his cowboy boots, blue jeans, and a Harley Davidson T-shirt.  From the start, the mediator felt they were speaking different languages.

     No wonder they had conflict!  They came from two different worlds.  The doctor was trained in exacting measures.  He was trained to do things right the first time- every time.  In his world, there were no second chances.  A surgeon cannot tell a patient, "Oops, I forgot.  I left a scalpel inside your stomach during the operation."  But the builder in cowboy boots and blue jeans was thinking, " What's the big deal?  The wall was put on the wrong side of the line.  We can more it in ten minutes."

     Years later ( and thousands of dollars in attorneys fees later) there was the angry homeowner and the frustrated builder, each one looking for something the other could not provide.  The surgeon was looking for a deal, and the builder was looking for the opportunity to say he built for a doctor.  

     In the end, the mediator provided his written binding judgment, but neither side ended up happy.  The sad thing is all of this could have been avoided if they had understood what they didn't know about the other person's point of view.  I suggest you and your builder have your expectations defined and clearly written out before any construction begins.  Building a new home involves so many components, and there will be things to deal with all along the way.  Be clear how your builder will handle any issues.  I would also suggest you go the extra step, as previous stated, and  ask previous homeowners about their experience in dealing with issues that came up during their building process.   Would they build again with this builder?  Are they happy with their current home?  How were  warranty issues  addressed, etc.? 

Bottom Line:  Define the expectations in writing before construction begins.  Above is an excerpt from Building A Quality Custom Home What You Need To Know by Jon Atwood with Dave Konkol.  Now available at www.atwoodconstructiongroup.net