Complaints Policy
What to do if something about a Newman Homes project goes wrong, and what happens after you say so.
The route is deliberately short. Call the office or write to it, and the complaint goes to Brandon rather than into a queue. A company our size has no layers to escalate through, which is the advantage of hiring one.
The page sets out the response timeframe, what information helps resolve things faster, and what your options are if the answer you get is not good enough.
This complaints policy exists because construction projects sometimes go wrong, and how a builder handles that is worth more than a claim that it never happens.
We do not claim a perfect record. Our completion figure is 94%, which means 6 projects in 100 did not finish on the original schedule or number.
How to Raise a Complaint
Call (207) 480-7700 first. It is answered around the clock and most issues are solved in that conversation.
Or write info@newmanhomesme.com with the address, what happened, and what you would like done about it. Photos help.
Or write to us at 125 Community Dr, Augusta, ME 04330.
What Our Complaints Policy Commits Us To
Acknowledgment within one business day. You will know we received it and who is handling it.
A site visit within five business days where the issue is something that needs looking at.
A written response setting out what we found, what we propose to do, and by when.
Escalation to Brandon, the owner, on anything unresolved after that first response. He answers his own phone.
Warranty Work
Our workmanship warranty runs 2 years from completion. Material defects fall under the manufacturer's warranty, which is usually a longer term and a separate document.
Warranty claims are measured against the written scope in your contract, which is the reason we itemize it so carefully in the first place.
If We Do Not Get It Right
You are entitled to escalate beyond us, and we would rather you did that than stay unhappy quietly.
Better Business Bureau. Our file is public and we respond to what is filed there.
Maine Attorney General, Consumer Protection Division, which handles home construction complaints in this state.
Your own attorney. Nothing in this policy limits any legal right you have.
What We Ask in Return
Tell us early. A problem raised in week two is usually a fix, and the same problem raised at the final invoice is usually an argument.
Put it in writing where you can, so both sides are working from the same description.