Customer Service Department
 

Approach
"Know your House" Maintenance Guide
Consumer Protection Good Practice Manual
Repair request procedure
Repair form

Approach:

One of the fundamental commitments made by Inmobiliaria m&j to its customers has been to strengthen our name as a badge of support and trust. In fact, since our foundation, we have implemented clear and concise internal and external processes to manage customer complaints.

Thanks to these processes, the experiences have been rewarding because they have provided us with the guidelines to properly manage the concerns of new owners. 
 

"Know your House" Maintenance Guide:

One of the most enriching processes in the post-sales Customer Service relationship has been the implementation of the "Know your House" Maintenance Guide, a document that we have created to train our customers in the basic care of a house.

We have concluded that most of the repairs we handle are the result of a lack of preventive maintenance, and not negligence or unawareness.

Thanks to the fact that our customers follow our recommendations and thanks to the processes we have implemented, we have been able to work for the benefit of the customers and their life investment.

The purchase and sale agreement to be entered into with the customer sets forth the guarantees regarding construction and finishes.
 

Consumer Protection Good Practice Manual:

The Ministry of Economy, Industry, and Commerce (MEIC) coordinates with the Consumer Support Division to which Inmobiliaria m&j, S.A. has voluntarily affiliated. After satisfactorily undergoing a multiple-stage process, which was subject to an audit of all our internal processes and customer-related processes, Inmobiliaria m&j was certified by MEIC.

With this certification our buyers can be absolutely reassured that all our processes both at an internal and customer level are transparent; our purchase and sale agreements do not contain abusive clauses; all our processes are for the benefit of our customers and suitable internal controls, also for the benefit of the customers.

Inmobiliaria m&j, S.A. is proud of being able to provide this value added to its customers.

See acknowledgments
 

Repair Request Procedure:

1. The owner should send a repair request either by email to servicio@myj.co.cr or by fax to 2253-5532. Therefore, we provide a repair request form. The request form should indicate the project name, owner name, telephone, and the details of the repair being requested.

2. Upon receiving the request, the Customer Agent will contact the owner within a maximum term of two business days following the receipt of such request to:

•   Coordinate a first inspection visit (day-time)

•   Clarify any issues (if not clear)

•   Make observations

•   Inform the name of the Crew Supervisor who will visit you

3. The Crew Supervisor will visit the owner on the day and time that was previously arranged and communicated to the Customer Service Executive.

•   During this visit, the Crew Supervisor will determine the length of the repair and will make a new appointment with the owner to start the Repairs.

In the event that the owner is absent on the day of the visit of the Crew Supervisor, a note will be made to inform the arranged date and time of the visit and indicate that the inspection did not take place and that the owner should contact the Customer Service Executive to make a new inspection appointment.

4. In the event that an issue from the Repair Request Form is under the responsibility of the Supplier:

•   The Customer Service Executive will immediately contact the Supplier and will make a repair appointment on the day and time most convenient for the owner and will follow up so that both parties comply with the arranged dates and times.

•   The Customer Service Executive will prepare an internal report to inform the Supervisor about the intervention of the Supplier in such repair.

This procedure will apply only in the event that a guarantee is still in force, and it will be valid as of the date of the Record of Delivery of the house.

If the guarantee is not valid, the following procedure will apply:

•   When a Repair Request does comply with the terms of the guarantees, it should be submitted directly to the Repair Supervisor, who will be responsible for making the inspection visit to determine if the requested repair corresponds to the owner as part of the maintenance that should be given to the house or if inmobiliaria m&j should give the maintenance to the house.

•   If the Supervisor determines that the damage was caused by a lack of maintenance by the Owner, the Supervisor should report it immediately to the Owner through a notice in writing regarding the recommendations in this case.

•   If the Supervisor determines that Inmobiliaria m&j is responsible for the maintenance, it should be reported to the Customer Service Executive so that a duly completed Repair Request Report is sent to the Crew Supervisor.

•  Then, the aforementioned repair procedure will be followed within the term of the guarantee.

Repair Request Form: