Customer Service

In this section we have focused on those areas most commonly asked about by our homeowners. This is not meant as an extensive list of items that the homeowner must cover off in the course of regular maintenance.

Medican offers a variety of floor plans and optional features, this manual may discuss components that are not present in your home.

01. Manufacturers Literature
You will be provided with warranties and use and care guidelines provided by the manufacturers of consumer products and other items in your new home. Please take the time to read and understand this literature. We make every effort to keep the information in this manual current. However if any information in this manual should conflict with the manufacturers recommendations, you should follow the manufacturers recommendations.

02. Corrective Actions
This manual details the criteria Medican will use to evaluate the concerns you report. The purpose is to let you know what our warranty commitment is for the typical concerns that can come up in a new home. This manual describes the corrective action we will take in many common situations.

03. Warranty Specimen Provided for Your Review
You will receive the signed National Home Warranty Program document at your closing. We provide a specimen copy for your review in this manual. Please read through this information as well as the Service Procedures and Guidelines outlined on the following pages. If you have any questions please contact our office at 403-717-0770.

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04. Warranty Reporting Procedures
When you have purchased your new home you have actually purchased many items and the work of many independent trade contractors. When dealing with so many variables and people an organized system is essential in providing service for your warranty items.

Our warranty system is designed based on your written report of non-emergency items. This will allow us to operate efficiently and provide faster and more accurate service to all homeowners. Emergency requests are the only service requests we accept by phone. All non-emergency service requests must be submitted in writing.

05. Initial Walk Through
Together we will do an initial warranty walk through 7-10 days prior to your possession date. At this suite inspection we will review any deficient construction items and compile a list. Medican will make every effort to complete these deficiency items within 45 days following your occupancy unless otherwise notified.

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06. Sometimes We Say No
Homes are a complex product and there may be different viewpoints regarding which tasks are homeowner maintenance issues and which are Medican warranty items. If you request service on a maintenance item Medican will explain to you the steps you will need to take to care for the item. Your site CSR is available to answer your home-care issues during and after your warranty period.

*Note: Please remember that it is your job to provide the normal maintenance your new home requires.

07. Year End
You will receive a reminder letter around the 11th month after occupancy. Fill out your year end service request at this time if you have any items to report and drop it into the lobby drop box provided or mail to our office:

You will then be contacted by a Medican service representative to schedule the repair work. We would be happy at that time to discuss any maintenance questions you may have.

This is the best time for you to request the "one time" repairs we offer on several components such as drywall.

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08. Emergency Service
While emergency situations are rare, when they occur, prompt response is essential. Examples of emergency items are as follows:

• Electrical connections
• Heat system not working
• Plumbing leaks
• Roof leaks

If you are unable to solve the problem, during business hours, call the Medican Office at(403) 717-0770. For After hours, on weekends or holidays, call your Property Management Company or Utility Company directly.

Note that when a service (gas, electricity, water) is out over an entire area, attention from the local utility company will be required. Trade contractors are unable to help with such outages.

09. Roof Leaks
A roof leak affecting your suite is indeed an emergency, however the reality is that repairs cannot safely and effectively be performed while the roof is wet. If you discover a roof leak within the one year warranty period, contact our office with the information, take appropriate steps to mitigate damage, and we will follow-up when conditions make repairs possible.

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10. Other Emergencies
In addition to emergency situations covered by our warranty, other emergencies can occur. Post emergency phone numbers for the following near your phone for easy access.

• Fire Police
• Paramedics
• Poison Control
• Have companies in mind in the event you need a locksmith, water extraction, glass breakage repair, or sewer service.

Pre-occupancy inspections, emergency repairs, and year end service items receive priority scheduling. All miscellaneous requests for service are on a first come first served basis and are scheduled between the standard appointments mentioned above. As a result, service on miscellaneous requests may take a bit longer to address.

Evening and weekend appointments are reserved for emergency situations only. We appreciate your understanding and cooperation with this policy.

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12. Kitchen Appliances Warranties
Medican's supplier of appliances, General Electric or alternate supplier specified by the builder, will work directly with homeowners if any repairs are needed for the products. Our appliance suppliers Customer Service phone number is listed below:

GE Service Department Phone Number:  1-800-361-3400

13. Warranty Item Processing Procedures
Warranty inspection appointments are available Monday through Friday, 7:00 a.m. to 4:00 p.m. We inspect the items listed in your written request to confirm warranty coverage and determine appropriate action.

If the item is determined to be home maintenance we will review the steps with you and offer whatever informational assistance we can.

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14. Help Us To Serve You
We can provide faster service and more accurately if we have all the necessary information. Please include the following with your warranty request:

• Name address and phone numbers where you can be reached during business hours.
• A complete description of the problem, for example "guest bath-cold waterline leaks under sink" rather than "plumbing problem."
• Information about your availability or the best days or times to reach you.

15. Access To Your Home
Medican will conduct home inspections of interior warranty items only when an adult (18 years or older and has your permission to admit service personnel and sign completed work orders) is available to accompany our representative and point out the items you have listed. Both our in-house service technicians and those of our trade's contractors will likewise perform repairs only when an adult is available to admit them to your home.

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16. Common Area And Exterior Items
Common areas & exterior items are common property and are the responsibility of your Condominium Board. Please do not report common area items on your suite service report.

Evening and weekend appointments are reserved for emergency situations only. We appreciate your understanding and cooperation with this policy.

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18. Pets
While Medican is conducting its inspection or warranty work, we ask that you restrict all animals to a comfortable location during any warranty visit. This policy is for the protection of your pet as well as our employee and trades personnel. We have instructed Medican and trades personnel to reschedule the appointment if pets have access to the work area.

19. Your Belongings
When warranty work is needed in your home, we ask that you remove all breakable items or items that might make performing the repair difficult. Medican and trades personnel will reschedule the repair appointment rather than risk damaging your belongings.

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20. Surfaces
We expect all personnel who work in your home to arrive with appropriate materials to cover the work area, protecting it from damage and catching the dust or scraps from the work being performed. Similarly, all personnel should clean up the work area, removing whatever excess materials they brought in.

Repair personnel will routinely check the work area for any existing damage to surfaces. They will document any scratches, chips, or other cosmetic damage prior to beginning repairs to avoid any later disagreement about how and when such damage occurred.

21. Signatures On Work Orders
Signing a work order acknowledges that a technician/repair person worked in your home on the date shown and with regard to the items listed. It does not negate any of your rights under the warranty nor does it release us from any confirmed warranty obligation. If you prefer not to sign the work order, the technician will note that, sign the work order and return it to us for our records.

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22. Completion Times
We attempt to complete warranty work orders within 45 days of the inspection unless you are unavailable for access. If a back-ordered part, weather conditions, or similar circumstances cause a delay, we will follow-up to ensure they are addressed when conditions allow. This can mean a wait of several months.

23. Missed Appointments
Good communication is an essential part of completing warranty service. Medican or our trade's people strive to keep the homeowner informed if they are going to be late or are unable to make an appointment. Medican or the trade's person should contact you offering you a choice of a later time the same day or a completely different appointment.

If you miss an appointment we appreciate being alerted as soon as you realize your schedule has changed. We can put work orders on hold and reschedule them when your schedule offers a better opportunity.

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