Customer Service
Welcome to Customer Service!
Congratulations on the purchase of your new McKelvey home!
McKelvey Homes is extremely proud of its reputation for designing and building the finest quality in home construction. Be assured that your home has been built according to McKelvey Homes’ demanding standards of quality. Not only are we proud of the quality of our homes, we are also proud that we back our homes with one of the finest customer service programs available in the housing industry. It is our sincere desire to provide you with the excellence in warranty service that you expect from McKelvey Homes.
Your McKelvey Homes New Home 1-10 Guarantee outlines the warranty standards for the items covered under the one-year warranty and the ten-year structural warranty. The McKelvey Homes New Home Maintenance Guide outlines how to care and maintain your new McKelvey home.
Customer Service 2-Month and 11-Month Requests
For your convenience, McKelvey Homes will schedule a 2-Month Service Request walk through and an 11-Month Service Request walk through with you. All service requests/letters should be submitted in writing to the Customer Service Department. These requests may be submitted via mail or e-mail, email is prefered. The 2-month and 11-month service request form are in your closing packet, but a copy can be provided to you by the customer service department. A walk through with your construction Field Manager will be scheduled to review your warrantable items. Following this walkthrough, our customer service department will schedule a workday with you to address your warrantable items.
Mail: 424 S. Woods Mills Road, Town and Country, MO 63017
E-mail: CustomerService@McKelveyHomes.com
Procedure For Emergency Requests
While emergency service requests are seldom necessary, emergency situations do occur. In the case of an emergency request, please refer to the subcontractor list provided at closing and call them directly as you will need to coordinate the entry into your home by the subcontractor. If you are unable to determine which subcontractor to contact or are unable to reach the appropriate subcontractor, please call your Field Manager immediately.While you wait for service, please take any steps you can to help prevent further damage—for example, shutting off the local water supply in the event of a leak.
McKelvey Homes provides an emergency service program during the 1-year warranty phase. Please understand and respect that our subcontractors are responsible for warranted items only. Any non-emergency calls made to a subcontractor under this emergency procedure or work performed outside the warranty, may cause you to be liable for a service charge from the subcontractor.
The following is a list of situations which would be considered emergencies:
• Plumbing leak that requires the entire water supply to be shut off
• Total loss of heat with outside temperatures of 50 degrees or below
• Total loss of A/C with outside temperature of 85 degrees or above
• Total loss of hot water
• Sewer backup
• Total loss of electricity. Please check for local outages.
• Roof leak causing significant damage to surrounding materials
• Foundation leaks where there is a finished basement.
• Any situation that endangers the occupants of your home. Please safely remove yourself from the home and then call McKelvey.
• In the case of a gas leak, please call the gas company immediately, and shut the gas off to your home if you can safely do this and exit the house. Call Spire Gas 24/7 Emergency Line at 1-800-877-4137, or 911 in the event that you smell gas.