Warranty service and customer care
Warranty service, from the homeowner's report to the signed-off repair.
A homeowner warranty portal on one side, your service board on the other, and one record between them. Requests arrive complete, go to your team or a trade, and close with proof.
In short
- Homeowners report a problem from their phone with photos, urgency, the product from their home's record and the mornings or afternoons they are home.
- The builder's office sorts each request as warranty, chargeable or goodwill, gives it to its own team or a trade, and books the visit from the homeowner's own dates.
- Trades work from a personal link with no account: they acknowledge, propose a visit and report the work done with a photo.
- Optionally the homeowner signs off on their phone and a signed record goes into the home's documents. Nothing closes by itself.
- Reports show time to acknowledge and close by trade, and requests by room, product, community and floor plan.
One repair, start to finish
Every request follows the same path, and every step is kept on the request and on the home's timeline.
1
The homeowner reports it
From their phone: what is wrong, photos, urgency, the mornings or afternoons they are home, and the product from their home's record, with its brand, model and serial. Hearth can draft it from a description.
2
The office sorts it
It appears on Today and in the queue by tier and urgency. The office marks it warranty, chargeable or goodwill and gives it to its own team or a trade, with a work request and a purchase order if needed.
3
The trade answers from a link
No account: the trade acknowledges, sees the homeowner's photos and dates, proposes a visit, and later reports the work done with a photo.
4
The office books the visit
One click from the homeowner's own dates. The homeowner and the trade are told, and the homeowner is reminded the day before and can confirm or ask for another time.
5
The homeowner signs off
Optionally, the office reviews the trade's photo and asks the homeowner to sign on their phone, or the homeowner says it is not fixed. The signed record goes into the home's documents. Nothing closes by itself.
6
The numbers add up
Time to acknowledge and to close, by trade; requests by month, room, product category, community and floor plan; warranty, chargeable or goodwill.
What the homeowner sees
A homeowner warranty portal that is part of their home's record, not a separate login. They see their request move like a parcel, from received to booked to done, with messages from the office on the same page.
A form that asks the right things
Room, item, description and photos first, then urgency with your own examples of urgent and emergency, then availability by morning or afternoon on at least three dates.
Is it covered?
Your notes on that kind of problem, the warranty years against today and the product's own warranty, before they send anything. The office still decides.
Your notices, word for word
What you tell homeowners about a kind of problem, by the age of the home, shown under the form exactly as you wrote it and kept with the request.
Visits they can answer
The date and window on the request, in their calendar and by email, with a reminder the day before.
The written notice
The written notice a third-party warranty program asks for, filled in from the request, to print or email.
Reopen within 30 days
If a closed repair comes back, the homeowner can reopen it with a reason, and the next round starts clean.
What the office works from
Today shows what needs a person and nothing else: requests that cannot wait, purchase orders to approve, deadlines coming due, unassigned issues. The queue holds the rest, by warranty tier and urgency.
Emergencies reach a person
An emergency request emails the site supervisor and senior team at once and goes to the top of Today. The homeowner gets your emergency lines first.
Response-time targets
Your hours to first response for emergency, urgent and standard requests; requests are flagged before they go overdue.
Assignment with a history
To your own team or a trade, with the reason for every change kept on the request and a second person able to attend.
Visits in two windows
Morning and afternoon, a per-person limit that warns and never blocks, and every technician's day on the team schedule.
Email in your name
Every email carries your name and logo; replies land on the request, attachments included.
Approvals by amount
Purchase orders, repair quotes and goodwill or chargeable calls can go through sign-off steps with stand-ins and reminders.
Warranty or billable, suggestedOptional
A suggestion on each request from your coverage guide and the home's dates, for the office to accept or change.
Paid repairsOptional
A quote for work outside warranty, approved by the homeowner in the app.
What the trade gets
Trades are part of warranty service whether or not they log in to anything, so in Bindr Home they do not have to. Each trade gets a personal link that shows only their own work: the request, the homeowner's photos and dates, who to call, and any guide you attached.
From the link they acknowledge (which the scorecard measures), propose a visit while seeing where else they are booked that day, report the work done with a note and files, and confirm their dates. A warning shows wherever work goes to a trade whose insurance, WCB clearance or licence has lapsed.
Your warranty program, as it is written
Warranty programs are data in Bindr Home, not code. The coverage bands, their years, the claim windows and who handles what in each period are yours: a 1-2-5-10, a 2-5-10, a 1-2-7 or a program of your own all behave the same way, counted from each home's real possession date.
Your coverage guide (what is usually covered and what is normal upkeep) shows on products and on the request form, and the office keeps the final word on every call.
Know how service is going
The trade scorecard shows each trade's time to acknowledge, response time, volume, closure rate and rating, and where their work is by room and product type. Deadline watch covers the whole portfolio. Reports break requests down by month, trade, room, product category, community and floor plan, with a spreadsheet for each block.
When you turn them on, homeowner surveys go out at 30 days and in month 11 with your own questions and a net promoter score. In a timed run on a test builder, one repair from the homeowner's report to the signed-off close took about 3 minutes of hands-on work across the homeowner, the office and the trade, not counting the waiting between steps.
Questions people ask
Is Bindr Home a home warranty?
No. It is the software a builder uses to run its own warranty program and service. It does not sell or underwrite warranties, and it works alongside a third-party warranty provider when a builder has one.
Do trades need an account?
No. Each trade works from a personal link that shows only their own work. They can acknowledge, propose a visit, report the work done with photos and confirm dates without signing up for anything.
Does Bindr Home book visits or close requests by itself?
No. The office books a visit in one click from the homeowner's offered dates, and decides when a request is closed. A trade's proposed visit or report of work done waits for the office.
How are emergencies handled?
A homeowner who reports an emergency is shown the builder's emergency lines first, and the site supervisor and senior team are emailed at once. Hearth answers a gas smell, carbon monoxide, fire or flooding with a fixed reply that leads with those lines.
Can the homeowner see whether something is covered?
They see the builder's notes on that kind of problem, the warranty years against today and the product's own warranty. Bindr Home and Hearth never decide coverage; the builder's office does.
How long does it take to set up?
In a timed run on a test builder, a new builder went from nothing to its first approved home with a homeowner linked in about 5 minutes. Existing homes, products and trades can be imported from spreadsheets or exports of your build software.