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Home builders strive to offer a competitively priced, well built home that pleases the home buyer, generates future customers, and allows the home builder to remain in business and, hopefully, to prosper. For most home builders, most of the time, that is a reasonably attainable goal. However, even for the builders with the best reputation, there are times that problems arise that not only get unresolved, but can escalate into full blown confrontations. In some instances, the facts of the situation can even become subsumed by the personal animus between the home buyer and the builder’s personnel.
Whether a particular problem area has just begun to fester and you want a professional diagnosis, or if that problem and subsequent consequences has driven a wedge between the customer and your company, Aspen Enterprises can provide an objective analysis of the issue and a recommended course of action. Our services are not limited to original diagnosis, but can include directing trade partners in the scope of work, customer relations management, and post-work verification and monitoring of the solution.
Most businesses recognize that when problems arise (and they always will) how you resolve the problem is as important as the cause of the problem. One of the best ways to garner trust and loyalty among your customers is to listen to their complaint and resolve it in a professional manner. Customer problems - and subsequent resolution of those problems - should be viewed as an opportunity to create trust instead of as a purely negative event. Aspen Enterprises can assist in building your brand loyalty, and in avoiding costly callbacks and litigation.
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| General Scope of Test |
A home performance test can include a variety of services, depending upon the particulars of the problem area(s). A home performance audit usually includes a visual inspection of the exterior and interior structure as well as discussion of particular areas of concern for the homeowner. Aspen Enterprises will listen to both the builder and the homeowner in order to understand the particular complaint(s). A list of the mechanical contractor or other relevant contractors will facilitate proper identification and evaluation of the problem. Architectural drawings, details, and specifications may also be necessary.
After this initial evaluation, our auditor can perform a series of tests on the mechanical systems and other appliances that may impact the home environment if relevant to the issue at hand. These tests will identify if there is excessive spillage or backdrafting of combustible gases, check the performance of certain mechanical systems, and form the basis for any recommended upgrades or necessary service.
A test of the building shell may follow the mechanical testing. A blower door test will help to identify leakage areas that may need further air sealing or insulation. An optional infra-red camera examination provides a non-invasive method for identifying specific areas that result in sub-optimal building performance.
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| What To Expect Prior to our visit |
Before visiting the home, we may need some general information about the house. This includes:
- Specific areas of concern (high utility costs, cold rooms, etc.)
- Square footage
- Types of heating and cooling systems
- Types of cooking appliances
- Approximate age of house
- Utility bills (past year is ideal)
- Number of rooms
- Types of insulation - if known
- Builder/model type - if known
- Any renovations or other work that could affect the house’s performance.
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| What To Expect The Day Of The Audit |
Depending upon the particular homeowner complaint, our inspection may include any number of tests and observations. In its most general form, a basic audit will take two and a half to four hours. In the first half-hour, we would like to discuss specific areas of concern with the homeowner and builder’s representative to learn where all the thermostats and mechanical systems are. Afterwards, we will begin the interior and exterior inspections and then begin the testing procedures. Our auditor needs to have access to all areas of the house - including closets, crawl spaces, attics, etc. If there are areas that cannot be accessed, that will limit our ability to gather information about the home. During this phase, we prefer to work independently to minimize distractions and to facilitate a more meticulous inspection; however, we may have specific questions during this time and want to talk with an available homeowner. After the visual inspection and testing the mechanical systems, we will begin the blower door test. During this time, it is important to minimize any opening or closing of doors or windows, and to not use any ventilation equipment, such as bathroom fans, dryers, or kitchen fans. While the blower door is operating, we may ask the homeowner to witness some of the areas of concern.
After the testing is completed, we will not make an immediate finding as to the test results. Depending upon the scope of the issues and other factors, we will issue a final report to the builder.
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| Why We Do The Home Performance Test |
Our goal during the test is to observe, measure, and recommend actions that may be necessary. We do not necessarily perform any remediation, retrofitting, or other services, unless both the homeowner and builder are best served if we perform the work. More likely, we would return once the work has been performed (if any) to provide third party assurance. The energy audit is to educate you, the homebuilder, as to how the home performs and what steps can be taken to improve its performance. The testing and measurement procedures are non-invasive, with a few exceptions (i.e. a hole will be drilled and subsequently covered during the draft test of certain furnaces).
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| What We Can Do For You |
Aspen Enterprises provides a limited number of other services that can improve the performance of the home. However, our performance testing services are not used to drive business for these other services, and you have the right to use any other company to provide those services. Additionally, most of the recommendations will usually fall outside of the scope of our traditional work, and thus any further actions will be performed by a third party.
In those limited cases when the homeowner and builder relationship has deteriorated markedly, we can act as a neutral third party. In such circumstances, giving the homeowner the opportunity to air his or her grievances to a third party - and to see that any remedial work is completed - can be a substitute for legal action, saving all sides considerable time, effort, and heartache.
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| What We Can’t Do For You |
While we can provide you information and education about the home, and identify further steps to reduce energy costs, increase comfort, or otherwise alleviate the homeowner’s concerns, we cannot:
Perform all remedial services. We do not have expertise to perform electrical work or service on mechanical systems. However, we are constantly identifying new trade partners and evaluating their customer service. We may be able to recommend some companies with whom we have had a positive experience, or you may use whomever you decide.
Give you a silver bullet. While there are circumstances where a particular home has an egregious trouble area, most homes underperform in a variety of areas. We will offer you qualified expertise as to which areas may increase performance for the least cost.
Convince the homeowner that they don’t have a problem. We can offer our professional judgement, based upon the measurable test results and observable areas of the house, but we cannot convince a homeowner that there is not a problem. |
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