Service Guarantee ~ Desert HomeCierge

Terms and Conditions
The following are the terms and conditions applicable to the Desert HomeCierge, LLC Resolution Process and Limited Service Guarantee. By using the Desert HomeCierge, LLC services, you agree that you are bound by the following terms and conditions. If you have any questions regarding this Agreement, you may contact us at Julie@DesertHomeCierge.com

RESOLUTION PROCESS AND SERVICE GUARANTEE
To be eligible for the Resolution Process and the Service Guarantee, you must be a registered User of Desert HomeCierge, LLC who has agreed to be bound by our Terms and Conditions, and have used a Distinguished Merchant who you learned about through the Desert HomeCierge, LLC referral service. You must also have entered into a written contract or agreement with the Desert HomeCierge, LLC Merchant.

Work that is performed without a written contract or agreement signed by both parties;
For work performed by someone other than a Desert HomeCierge, LLC Distinguished Merchant
For any materials, equipment appliances or other machinery, whether or not provided by you or the Desert HomeCierge, LLC Distinguished Merchant;
For work altered by you or any other party except the Desert HomeCierge, LLC Distinguished Merchant
For work that extends beyond the scope or description of the original contract you signed with Desert HomeCierge, LLC Distinguished Merchant.
For service provided by real estate agents;
For service provided by lenders;
If you have not contacted Desert HomeCierge, LLC customer service via phone, e-mail, letter, fax, or online contact form within 30 days following service or job completion to report the problem.

Documentation:
Desert HomeCierge, LLC takes all complaints against our Distinguished Merchants seriously. To initiate the Resolution Process, we request that all complaints be thoroughly and accurately documented in writing and copies of all related documents, including original signed contracts or agreements, evidence of payments, signed change orders, etc. be provided up front. Should you choose to lodge a written complaint against a Desert HomeCierge, LLC Distinguished Merchant you are acknowledging that Desert HomeCierge, LLC will share your complaint with the Distinguished Merchant to resolve the problem. All homeowner complaints related that are provided to Desert HomeCierge, LLC are recorded and added to the Distinguished Merchant's file for evaluation purposes and the Distinguished Merchant is notified so that they can, if applicable, correct their practices to conform to Desert HomeCierge, LLC's- 5 Commandments.

Facilitating Communication:
Our experience shows that in most cases, communication between you and the Distinguished Merchant can resolve most problems. Desert HomeCierge, LLC will, at the request of a Homeowner or a Distinguished Merchant, attempt to contact the other party and relay specific concerns related to a transaction. In the past, Desert HomeCierge, LLC has been able to successfully act as a neutral third party in such disputes because all contracts are directly between the Homeowner and the Distinguished Merchant. We will endeavor to help both parties reach a mutually acceptable resolution to any disputes. Desert HomeCierge, LLC is not responsible or liable to either the Homeowner or the Distinguished Merchant if a mutually acceptable resolution is not reached.

3rd Party Evaluation:
Based on having initiated a proper Resolution Process, including the Homeowner's provision of all required documentation, and in the event that a Homeowner and a Distinguished Merchant have irreconcilable differences and are still unable or unwilling to agree upon a resolution, Desert HomeCierge, LLC may elect to have another Desert HomeCierge, LLC Distinguished Merchant ("Reviewing Service Professional") inspect the service or project, potentially including a job site visit and interviewing the Homeowner, and render their opinion to Desert HomeCierge, LLC as it relates to the workmanship and service of the original Distinguished Merchant. If Desert HomeCierge, LLC chooses to employ this approach, which is solely at Desert HomeCierge, LLC's discretion, then the Homeowner must make every effort to accommodate such a visit and provide complete and accurate information to the Reviewing Service Professional.

Service Guarantee: In the event that a Homeowner and a Distinguished Merchant have irreconcilables differences and are still unable or unwilling to agree upon a resolution, the Homeowner may be eligible for the Service Guarantee.

Have provided accurate and truthful information via the Service Request;
Have entered into a signed (by both parties) written contract or agreement for a home service or project consistent with that described in the Service Request, with a Distinguished Merchant that the Homeowner learned about through the Desert HomeCierge, LLC service;
Have supplied Desert HomeCierge, LLC with a written complaint regarding the Distinguished Merchant's workmanship or service and provided all required documentation;
Have complied with any request by Desert HomeCierge, LLC for a 3rd Party Evaluation;
Be willing to have another Desert HomeCierge, LLC Distinguished Merchant complete the contracted work if possible or remedy the work in dispute;
Have met all requirements described herein.

In the event that all above conditions are met by the Homeowner, Desert HomeCierge, LLC may grant the Homeowner the Limited Service Guarantee in an amount equal to the Homeowner's actual out of pocket monetary losses, such amount not to exceed $250 USD. Desert HomeCierge, LLC can choose whether to have another Desert HomeCierge, LLC Distinguished Merchant ("Remedy Service Professional") provide service to remedy the workmanship or services in dispute, in such case Desert HomeCierge, LLC will pay the Remedy Service Professional directly, or pay the Service Guarantee award in cash to the Homeowner. xDesert HomeCierge, LLC reserves the right, in its sole discretion, to determine the form of the Service Guarantee award