Tidhar Group

We undertake to ensure that our employees deal with each client in a personal, respectful and polite manner, with a smile.
We undertake to be caring, attentive and understanding towards our customers, with a sincere attempt to help.
We undertake to respond to our customer’s telephone calls within one working day, and to written communication – within four working days, at the most.
We undertake to act honestly and transparently with our customers.
We undertake to protect our customers' privacy.
We undertake to deal with any failure in service with all necessary means and attention, within four working days from receipt of the complaint.
We undertake to document each customer complaint, to ensure suitable treatment, control, follow-up, and closure.
We undertake to measure and monitor customer satisfaction and to learn lessons through feedback surveys relating to the performance of the relevant employees and suppliers.
We undertake to abide by a respectful, tidy and clean dress code.
Should we not live up to your expectations, we undertake to deal with the matter within one working day from receipt of your complaint.
We have placed our email address and telephone and fax numbers on our website, for customer use. 

We undertake to advertise and market our company in the most reliable and comprehensive manner to enable our customers to make the right and best decisions for themselves.
We undertake to provide reliable sales by aspiring to clarify our customers' requirements and providing them with the best solutions accordingly.
We undertake to employ professional sales people who are familiar with the project and its environment, enabling them to provide our customers with comprehensive, full and detailed information of the project and additional relevant information such as residential environment, population and community.
We undertake that the legal advisors who represent us vis-à-vis our customers will display flexibility and fairness in negotiations while abiding by promised time schedules.
We undertake to ensure that our legal advisors respond to each appeal within five working days from its receipt, and are available to customers throughout the project, and even thereafter.
We undertake to offer our customers a fair purchase agreement..
 

We undertake to provide our customers with an accounts representative who will escort them throughout the process of purchase, construction and receipt of the property.
We undertake to inform our customers of any payment they must make, at least seven days in advance.
We undertake to provide our customers with an periodic "account status", upon demand.
We undertake to register any mortgage in favor of a mortgage bank within fourteen days of receiving the relevant documents.
We undertake to provide our customers with securities, according to the Purchasing Law, at the time required by law. 

We undertake to plan projects with utmost attention to customer comfort and human engineering.
We undertake to choose and make available to our customers suppliers and subcontractors that meet the required standards and the highest quality and service and quality measures.
We undertake to provide our customers with varied and high-quality technical specifications, individually adapted to each project.
We undertake to escort our customers throughout the construction period, from the signing of the purchase agreement to receipt of the property, via a planning and service coordinator. This coordinator will work in a professional and service-oriented manner with commitment to understanding the customer’s needs.
The planning and service coordinator will be available on predetermined days, from 08:30 to 17:30, by email, telephone or fax.
All messages left during the day will be responded to within one working day.
We undertake to enable our customers’ involvement and partnership in the construction process, subject to planning and building limitations.
We undertake to display maximum possible flexibility, attentiveness to customers and readiness to implement changes and additions, subject to planning, operational and legal limitations.
We undertake to make changes that are not considered additions to the building framework – without cost (must check if plumbing changes are made without cost).
We undertake to coordinate expectations with our customers from the first meeting, regarding management of the construction process: time schedules, level of customer involvement and construction process.
We undertake to update our customers once a month regarding construction progress – personally, by email or letter.
We undertake to ensure that construction is performed according to official Israeli standards, legal requirements and quality standards.
We undertake to ensure quality control for the entire construction process, according to international quality standard ISO9001.
We undertake to maintain maximum safety measures that will enable our customers to visit the construction site, by prior notification, and to provide them with the required safety measures during their visit to the site.
 

We undertake to deliver the property to our customers, according to the terms of the contract signed between us.
We undertake to update customers two months in advance of the possible dates for receiving the apartment.
We undertake to coordinate with our customers the exact date of receipt the apartment.
Our customers may visit the construction site prior to receiving the apartment in order to view the quality of construction and ensure that requested changes and finishes were performed to full client satisfaction. If, during the visit, faults and/or discrepancies were found, we will repair the situation, as far as possible, by the property receipt date .
We undertake to be available to our customers, during the two months prior to occupation, for any questions regarding receipt of property, process and required preparations. We will coordinate expectations with our customers and update them with all abovementioned information.
We undertake to ensure that the property will be provided without faults. In the case that faults are detected at the time of occupation, we undertake to repair these faults within one week.
 

Our Customer Service Department is available to advise our customers from the time of their entry to the property until the end of the testing and guarantee period, according to the Purchasing Law.
Our Customer Service – Testing Department is available to customers on Sundays to Thursdays, from 8:30 to 16:30. Every message will be responded to within one business day.
We undertake to respond within one business day to every first call on the following matters: local short circuit in the apartment's electrical system, short circuit in the water heating system during winter, local burst of water pipes, blockage in sewage system, rain water penetrating the apartment, an outer tile has fallen, safety defect in the building and landscape fences, faults in electric shutters on living room windows and faulty front door locks.
We undertake to provide emergency services 24 hours a day, 7 days a week, for any complaint that cannot be deferred, in either of the following two cases: short circuit in the electrical system and bursting of main water pipes in the apartment/building.
We undertake to deal with all other complaints within 45 days of receipt.
We undertake to remind our customers by telephone one day before the repair workers are due to arrive.
We undertake to ensure that the repair workers specify and explain the fault, the process of repair, including a time schedule, to the client.
We undertake to ensure that repair workers clean any mess resulting from their repair work in the apartment upon completion of work.