Warranty Service Procedure - Illinois
In your closing packet and homeowner's manual you will find forms for your 45 day and 11 month letter. We ask that you list warranty service requests in writing and submit them at the appropriate times. Once received, we will send work orders to the appropriate contractor or repairman and they will contact you to schedule your appointment. We may contact you for an inspection appointment. We inspect the items listed in your written request to confirm warranty coverage and determine appropriate action.
NOTE: IF THE 11-MONTH LETTER IS NOT RECEIVED BY THE ELEVENTH MONTH, ANY ITEMS HANDLED BY SUBCONTRACTORS OR OUTSIDE SOURCES WILL NOT BE WARRANTED.
NON EMERGENCY ISSUES WILL NOT BE ACCEPTED OVER THE PHONE.
Emergency, as defined by the limited warranty, includes situations such as:
- Total loss of heat when the temperature outside is below 45 degrees F.
- Total loss of electricity. (Check with the utility company prior to reporting to Warranty Service.)
- Total loss of water. (Check with the water department prior to reporting to Warranty Service.)
- Plumbing leak that requires the entire water supply to be shut off.
- Gas Leak. (Contact your utility company or the emergency plumber IMMEDIATELY.)
- Storm Damage. (Contact your homeowner's insurance immediately.)
Plumbing leaks should be reported to the Customer Service Department at 636-916-1015 during normal business hours.
After hours and on weekends call Excel Plumbing at 618-779-4485 or 618-779-4486.
If you have a serious problem that you feel cannot wait for your 45 day or 11 month letter, we ask that you send your request in writing to Customer Service. Any letter you send to us will be stamped with the date received and placed in your permanent file. These requests will be evaluated and those that can not wait until the 11 month letter will be handled according to the same procedures that apply to the 45 day and 11 month letters.
During normal business hours, should any emergency arise that will cause serious damage to your home, please contact our Customer Service Department at 636-916-1015. The Customer Service Department is open Monday through Thursday, 8:00 a.m. to 5:00 p.m. Our Service Technicians begin appointments at 7:00 a.m. and work until 3:30 p.m. The subcontractors listed below are responsible for warranty on their products. After business hours, if you have a problem, we ask that you call them directly to schedule an appointment.
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