Working with Customer Service

For those items that require attention during that first year in your new home, we would ask that you complete a Service Request Form available on your Customer Portal at the top of the page, detailing the nature of the concerns.

It has been our experience that using only this form for service requests is much more effective than collecting notes (of various sizes) and phone messages for repair work. By using this specific form, we then have your request in writing, and can proceed with scheduling service in a more orderly fashion.

The only exception to this policy would be for emergency service. In this case, please follow the instructions as outlined in your service manual or online under Emergency Service Procedure.

Your service request will be acknowledged and work will be schedule in a timely manner. You will also be contacted at various times during this first year.

  • At 15-30 days- Follow up letter and subsequent visit in home to review walkthrough or other times and answer additional questions
  • At 11 months- Reminder that the first year period is drawing to a close and any outstanding concerns should be promptly addressed at our office.
  • At 13 months- Warranty Program Survey

Thank you for your assistance in following these few procedures. We are committed to servicing your new home, and thank you in advance for your cooperation and patience.

Mark Mithun
service@pratthomes.com
Customer Service Manager

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