What To Expect: Customer Service Process

Our Commitment to You

At Kimball Construction, we understand that successful projects are built on trust, communication, and shared goals. While our construction contracts and project documentation form the legal foundation of our work together, our true standard is your satisfaction. The following Customer Service Process reflects our values and how we choose to engage with our clients—openly, fairly, and with a focus on solutions.

1. Commitment Beyond the Contract

We want to be clear:
Regardless of the terms outlined in your construction contract or project documents, our foremost goal is to meet your expectations.

If you feel that something is not aligned with what you anticipated, we encourage you to raise your concerns immediately. We are committed to listening, understanding, and doing what we can to realign the project to meet your vision.

2. Addressing Fixes and Concerns

If something isn’t right, we want to fix it.

If it seems like we are unwilling to make a correction, adjustment, or repair, please know: it is almost always a miscommunication—not a refusal. We ask that you call a “time out”—a simple pause in the process so we can regroup, clarify the issue, and create a plan that works for all parties involved. Our goal is not to delay or dismiss but to align and act.

3. If You Feel Harmed or Ignored

We understand that construction projects can be stressful and that misunderstandings may arise.

If you feel that:

• We are ignoring your requests,
• We are acting in a way that penalizes you, or
• You are being treated unfairly,

Please assume it’s a miscommunication, not an intention. Again, we invite you to call a “time out.” We will stop, listen carefully, and collaboratively reestablish clear communication. Our goal is never to cause harm but to support you.

4. If You Decide to Transition Away

In the unlikely event that you no longer wish to continue your project with Kimball Construction, we understand and respect your decision. We will not obstruct your transition; instead, we will assist you.

This means:

• Sharing all relevant documents,
• Helping onboard a new contractor if needed,
• Ensuring a smooth handoff of any in-progress work.

We believe that you are entitled to work with the team you trust most, even if that is not us. Our priority is your peace of mind.

The Time Out Process

At Kimball Construction, we believe that most issues can be resolved through clear, respectful communication. When challenges arise, we encourage you to call a “time out”—a pause in the process to realign and work together on a solution. Here’s how our Time Out Process works:

1. Time Out Meeting

We begin by scheduling a formal meeting with our project manager or a principal team member. This meeting is held at Kimball Construction’s office—or another calm, neutral location—to allow for a focused, professional conversation. It’s a chance to step away from the job site, share your concerns in a clear and respectful setting, and give us the opportunity to listen carefully. Together, we’ll work toward a resolution that supports continued progress and honors the goals of everyone involved.

2. Ask a Friend for Help (if needed)

Sometimes, when we’re not seeing eye to eye, it’s not about right or wrong—it’s just that we communicate differently. In these moments, it can help to bring in a trusted third party, like an architect, engineer, or another construction professional we both respect. Think of this person as a mutual “translator”—someone who can help both sides better understand each other and find a path forward.
Kimball Construction will gladly cover the cost of this step, and we’ll approach it with openness and teamwork.

3. Voluntary Transition Support

If you ultimately decide that you’d prefer to move forward with another contractor, we will fully support that choice. Our role then becomes to help you transition smoothly—sharing documents, coordinating next steps, and ensuring your project continues with as little disruption as possible.

Final Word
Kimball Construction was built on the belief that construction should feel collaborative, not combative. Our only aim is to assist you in achieving your vision, whatever path that may take.

We invite open conversation, honest feedback, and shared responsibility—because we know that’s how the best work gets built.

Thank you for trusting us.
— The Kimball Construction Team