Your voice is essential to improvement.

At Carpol, we deeply value communication with our customers. That is why we have set up an exclusive channel for you to make requests, complaints, claims, or suggestions in an easy and transparent manner. We are committed to responding to you clearly, promptly, and respectfully.

Complete your PQRS

Using the PQRS form, you can submit four types of reports, as follows:

  • Request: Request for information, documents, procedures, or inspections related to your purchase, closing, delivery, or after-sales service.
  • Complaint: A complaint regarding the conduct, actions, or omissions of Constructora Carpol S.A.S. or any of its employees.
  • Claim: Request for review, correction, or remedy of a situation that you believe violates your rights as a buyer or real estate consumer, in accordance with Law 1480 of 2011.
  • Tip: A proposal aimed at improving our processes, products, or services.

Constructora Carpol S.A.S. handles its PQRS in accordance with the terms established by Law 1755 of 2015 and related regulations, as follows:

Type of request

Legal Response Deadline

General Request / Complaint / Claim

15 business days

Request for Documents or Information

10 business days

Inquiries regarding technical or legal matters

30 business days

Warranties and After-Sales Service

It shall be governed by the provisions set forth in Articles 13 and 14 of Decree 735 of 2013

In the exceptional event that it is not possible to resolve the request within the timeframes specified herein, Constructora Carpol S.A.S.  shall notify the interested party of this circumstance before the expiration of the period specified by law, explaining the reasons for the delay and indicating a reasonable timeframe within which the request will be resolved or a response provided, which may not exceed twice the initially anticipated period.

Yes. Constructora Carpol S.A.S. processes your personal data in strict compliance with Law 1581 of 2012, Decree 1377 of 2013, and any other regulations that amend or supplement them.

The information provided through the Requests, Complaints, Claims, and Suggestions (PQRS) form will be used exclusively to process, address, and respond to your request. It will also be stored and protected through the implementation of reasonable technical and administrative measures to ensure its security, confidentiality, and integrity.

Your personal information will not be shared with third parties without your prior consent, except in cases expressly provided for by law or when there is a legal obligation or a request from a competent authority.

As the data subject, you may at any time exercise your rights to access, update, correct, delete, revoke consent, and any other rights established by current regulations, in accordance with our Personal Data Processing Policy, the full version of which is available at: www.constructoracarpol.com

Once your application has been filed, the process is as follows:

  1. Confirmation of Filing: You will receive an acknowledgment of receipt with a case number and date. The deadline for a decision will be reinstated as of the day after you submit the required additional documents or reports.
  2. Allocation and Analysis: Your request is assigned to the appropriate department: after-sales, sales, technical, or legal,
  3. Internal Management: Our team will gather background information on the property and the process; if applicable, we will schedule a site visit.
  4. Formal Response: Constructora Carpol S.A.S. will notify you of its decision within the legal timeframe via the contact information you provided; the response will be timely, clear, and substantive.
  5. Close or follow up; If the solution requires additional work or actions, you will be informed of the schedule in writing.