Complaints Policy
Last Updated: May 31, 2026
1. Our Commitment
At Hearthstone Builds, we are committed to providing the highest quality residential construction and space-improvement services. We take all feedback seriously and aim to resolve any concerns or complaints as fairly and efficiently as possible. We view complaints as an opportunity to review our practices and improve our service for future homeowners.
2. How to Make a Complaint
If you are dissatisfied with any aspect of our service, we encourage you to raise the matter with Karun Koirala as soon as possible. You can submit a formal complaint via:
- Email: hearthstonebuildss@gmail.com
- In Person: During a site visit or completion review.
Please provide your name, the site address, a clear description of the issue, and your desired outcome.
3. Our Complaints Handling Process
Stage 1: Acknowledgement
We will acknowledge receipt of your complaint within 2 business days. At this stage, we may request additional information or documentation (such as photographs) to help us understand the issue.
Stage 2: Investigation
Karun Koirala will personally investigate the complaint. This may involve reviewing project documentation, technical specifications, and, if necessary, conducting a site visit to assess the physical work.
Stage 3: Resolution
We aim to provide a full response and a proposed resolution within 10 business days of the initial acknowledgement. Our resolution may include:
- An explanation of the situation.
- Rectification work to address technical defects or snagging issues.
- A formal apology if our service has fallen short of our standards.
4. Escalation
If you are not satisfied with our proposed resolution, you can request a further review. As a small independent contractor, we will seek to find an amicable solution. If a resolution still cannot be reached, you may consider alternative dispute resolution services as outlined in our Terms of Service.
5. Record Keeping
We maintain a record of all formal complaints, including the details of the investigation and the final outcome, to ensure accountability and continuous improvement.
6. Contact Us
Karun Koirala
Hearthstone Builds
Email: hearthstonebuildss@gmail.com