On most new home construction forms, usually at the bottom of the page there is a check-off box where the homebuyer agrees to allow the builder to perform customer service repairs without the homebuyer being there.
It has been my experience that 80 to 90 percent of the homebuyers in tract housing and condominiums prefer this approach because the homebuyers do not need to take time off work just to wait for workers to show up. For most people, it is more convenient to have the customer service person let the subcontractor in, stay inside the house while the worker does the repair, and lock the door after the work is complete as both leave the unit.
The customer service representative then has the flexibility to accommodate the varying schedules and show-up times of the subcontractors…during the course of the workday.
At the end of a project, when customer service is wrapping up, many of the items still needing to be completed are in units in which the homebuyers did not give the builder permission to enter.
It is sometimes difficult to get the subcontractors and the homebuyers together on the same day…and still be able to get the optimum quantity of work done.
For example, suppose on a particular weekday three subcontractors can come out to the jobsite for customer service repairs…at varying time during the day. The customer service person has the opportunity that day to take the first subcontractor into four houses, the second into three houses, and the third into two houses. If the customer service person has free access to all nine houses in this example, the only problem might be overlapping repair work occurring in two or more houses at one time. But at least in this scenario the three subcontractors get into all nine houses that day…completing their tasks.
But if one of the nine homebuyers does not allow free access to the builder…but must be home when customer service repairs are made…everything changes.
Instead of getting tasks done efficiently and smoothly in nine different houses, the customer service person must now concentrate on getting a variety of different things done inefficiently in one house in one day. Not only must the one or two of the three scheduled subcontractors show up to do their work in the house where the homebuyer is present…but the work the customer service repair person needs to do in that house also has to be performed that day…while access is provided…setting up a conflict in being tied up in the one house doing repairs and not as free to take the other subcontractors around to the other eight houses according to the most optimum agenda for that day.
When the customer service person has free access to all of the houses on a particular day for repairs…it is okay if one subcontractor gets detained on a repair on another project and cannot make the scheduled appointment day. Because the customer service person can access any of these houses during working hours and is on the project eight hours per day anyway…the customer service person is not greatly inconvenienced…the repairs can simply be rescheduled for another day.
When homebuyers must be home during customer service work, if a subcontractor fails to show up…these repair items cannot be done the next day, for example, without the homebuyer being inconvenienced by taking another day off work.