"As third generation builders, we understand that referrals and repeat business from satisfied customers is tantamount to our success. We believe our 3-Step Orientation and Lexington Warranty programs help foster lasting relationships."
— Jim Macksey of Lexington Properties

When searching for a new home, homebuyers look for attractive communities, stylish exteriors, functional floor plans, professionally designed kitchens, and premium hardwood and ceramic tile floors.

Too often, however, homebuyers tend to overlook perhaps the single most important factor responsible for their continued satisfaction in a new home — a comprehensive customer service program. No matter how luxurious the home, poor customer service throughout the building process and in the months following closing virtually guarantees frustration and disappointment.

Lexington Properties understands that success is built upon a foundation of satisfied homeowners. We developed the 3-STEP ORIENTATION and LEXINGTON WARRANTY programs to ensure that the home building experience remains an exciting and rewarding one.

Service Makes the Difference

3-Step Orientation Program
The 3-Step Orientation is really about communication. Key to a homebuyer's peace-of-mind is clear and open communication throughout the construction process. Unanswered questions and unresolved issues only result in homebuyer anxiety. Lexington Properties meets with homebuyers on at least three separate occasions — the Pre-Construction Review, the Mid-Construction Review, and the New Homeowner Orientation — to explain the various stages of home building, resolve concerns, and provide updates on the progress of construction.

1. Pre-Construction Review: The first step, the Pre-Construction Review, introduces homebuyers to our on-site superintendent, educates homebuyers on the construction process, answers homebuyers' questions, and most importantly creates an environment that encourages homebuyers to become active participants in the building of their home.

2. Mid-Construction Review: The next step, the Mid-Construction Review, occurs after framing of the home is complete and rough mechanicals have begun. Our superintendent takes homebuyers on a tour of their rapidly "growing" home. Homebuyers can confirm that doors, windows, and rooms are as expected and learn about the design and function of their electric, HVAC, and plumbing systems.

3. New Homeowner Orientation: The third step, the New Homeowner Orientation, occurs approximately one week before closing. Lexington Properties accompanies the homebuyer on a tour of their completed home. Our superintendent demonstrates how to operate the home's furnace and water heater; how to check circuit breakers and reset GFI's; and how to maintain the home's flooring, cabinet, and countertop surfaces. The orientation also provides an opportunity for the homeowner to confirm that all options have been provided to specification and to identify any items to be resolved prior to closing.

"If homebuilders have a customer service program at all, it typically ends at closing. Lexington Properties, however, understands that the months following the homebuyer's closing are as key to overall satisfaction as the months leading up to it."
— Laura Fletcher of Re/Max Real Estate Team

"A reputation for good service is earned not only by delivering quality homes, but by the homebuilder's commitment to customer service after the dust from construction settles! We designed the Lexington Warranty for this very purpose."
— Ted Macksey of Lexington Properties

Lexington Warranty
We created the Lexington Warranty to ensure that customers remain satisfied after the dust from construction clears. We have found that a two-step program -- the 60-Day Warranty Review and the 1-Year Warranty Review — is ideal. The 60-Day Review is timed to allow homeowners to become acquainted with their new home. The 1-Year Review provides ample time for the new home to experience all four seasons.

Homeowners are reminded by mail on each occasion to submit a list of all items requiring attention. Our Customer Service Manager then meets with the homeowner to review the list and is responsible for ensuring that all items are addressed.

The 60-Day Warranty Review is designed to address minor issues that may have arisen since closing. Realigning closet doors, tightening and loosening windows to customer preference, and adjusting thresholds are all items commonly addressed within the first sixty days.

The 1-Year Warranty Review follows approximately 10 months later and is timed to allow for expected settling, expansion, and contraction. Drywall touch-ups and floor squeaks are typical 1-year items that are addressed. Allowing a full year to pass enables Lexington Properties to complete all warranty items at once providing as little disruption to the homeowner as possible.