How does the warranty claim process work?
Here’s a step-by-step overview of how the claim submission process works throughout your 12-month builder’s warranty:
Closing day: Homeowners receive a 12-month builder’s home warranty through Turner Homes effective on the date of closing.
7 days after closing: Homeowners will receive an email with a link to our warranty portal. This email will contain a user ID and password to set up your online account. You will need this information to access your account through the Homeowner Warranty login button on our website.
Emergency claims: Emergency claims will be serviced the same day or the following day. Emergencies are considered claims related to safety, security, or risk-related issues such as: plumbing leaks, electrical issues, and front or back doors that don’t lock.
Non-Emergency claims [Months 2 and 11]: If you have submitted non-emergency claims through the portal, our warranty team will visit your home at months 2 and 11 during your 12-month warranty period to address the issues submitted. These service visits will not be scheduled if you have not submitted claims through the portal.
Service queue: Please note that homeowners will not receive communication for warranty claim submissions. Claims will be placed in a queue to be serviced at month 2 or 11, depending on the timeframe of submission. You can review all claims you have submitted by logging in to the warranty portal.
Service date: If you have submitted a claim, the warranty team will contact you by email to set a service date appointment at month 2 or 11.
What is covered under the builder’s warranty?
Below are a few key warranty coverage highlights to keep in mind during your first year of homeownership.
Coverage details: Please see the New Home Warranty manual received at your home orientation for coverage specifics. If you can’t find it, download a digital version here. More resources and information are available on the warranty page on our website.
Nail pops: Homeowners will receive one nail pop appointment at month 11 if a claim has been submitted through the warranty portal.
Appliances: HVAC and kitchen appliances are not covered under the builder’s warranty and are warrantied directly by the manufacturer/vendor. Please register your units and appliances with these providers.
Landscaping: Landscaping is not covered under the home warranty because factors such as weather, pests, and ongoing maintenance are out of the builder’s control. After closing, landscaping becomes the homeowner’s responsibility.
What are best practices for submitting a claim?
Please review the following guidelines before submitting a claim through the warranty portal.
In the Know: Before you submit a claim, read your home warranty to learn what is and is not covered. This helps determine whether you have a valid claim to submit.
All in the Details: Be sure to include 3 items when submitting a claim:
- Category: Identify your claim category by selecting from areas such as electrical, plumbing, flooring, drywall, or cabinets.
- Description: Provide a 1- to 2-sentence description of the issue. Be as descriptive as possible and include details including where the issue is, how long it has been occurring, and any other supporting information.
- Picture: To expedite your warranty claim, please upload a picture of the problem area. Pictures can help us quickly identify and address your needs. Unfortunately, claims submitted without pictures may experience delays in processing.
Eg.: Claim submission for a water leak
• Category: Plumbing
• Description: water leak at kitchen p-trap drain
• Picture: upload pic of the leaky p-trap
One at a time: When submitting claims, please submit each issue as an individual claim. Items may be missed if multiple issues are submitted under one claim.
Warranty Portal Requirement: When your service technician arrives for your inspection or repair appointment, please do not ask them to address items that haven’t been submitted through the online homeowner portal. To properly serve all our homeowners, we work by appointment only and cannot address additional items without receiving separate claim submissions through the portal.
Our goal is to maintain the high standards of quality and service that you expect from Turner Homes. Should you have any questions or need assistance, please don’t hesitate to reach out to our warranty team through the homeowner portal.
IMPORTANT REMINDER: The warranty portal is the only means to submit a warranty claim. Claims submitted via Turner Homes sales agents, build crews, office visits, or phone calls will not be honored nor regarded as received. Only online warranty portal submissions will be honored. Thank you for your cooperation in this matter.
What are some tips to care for my home?
Proper care and maintenance help preserve the longevity of your home— here are a few helpful tips and recommendations to get you started.
Granite countertops: Do not use ammonia-based products such as Windex, as they can eat through sealers and produce a chemical reaction called a green bloom when they come in contact with iron deposits in the granite. Green blooms and chips are not covered under your warranty. A simple solution of warm water and mild dish soap can be used for everyday cleaning.
Floors: Do not use acrylic cleaning products. Check your floor manufacturer’s website for care and maintenance tips.
Seasonal maintenance: For more product information and home maintenance tips, check out this Home Maintenance Guide.
Private residence: New construction homeowners often find private residence signs helpful! We recommend this Montague Metal Products 6” x 10” Private Residence Plaque with 23” yard stake.
Where can I learn more?
Explore the links below to help you care for your home, stay informed about your community, and connect with key service providers.
Home Maintenace
See a checklist of seasonal maintenance needs for you home.
Fire Protection
If local fire departments don’t cover your community, learn how to protect your home with a fire safety membership through Rural Metro.
Homeowners Association
Find information about your community’s HOA and access its online portal for payment, service requests, and governing documents.
Utility Service Providers
Access your community’s utility service providers and contact information.
Building Partners & Suppliers
View a list of third-party building partners and suppliers for more information about products such as appliances, flooring, and fixtures.
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