Navigating Your Warranty

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.

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.

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:

1. 𝐄𝐧𝐭𝐞𝐫 𝐚 𝐓𝐢𝐭𝐥𝐞: Use a title to identify your claim category (eg., electrical, plumbing, flooring, drywall, or cabinets).
2. 𝐖𝐫𝐢𝐭𝐞 𝐚 𝐁𝐫𝐢𝐞𝐟 𝐃𝐞𝐬𝐜𝐫𝐢𝐩𝐭𝐢𝐨𝐧: Provide a 1- to 2-sentence description of the issue. Include details such as where the issue is, how long it has been occurring, and any other supporting information.
3. 𝐏𝐡𝐨𝐭𝐨 𝐃𝐨𝐜𝐮𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧: Save your claim and then upload documentation, including pictures to help us quickly assess the issue. Unfortunately, claims submitted without pictures may experience delays in processing.
   
   Eg. Claim submission for a kitchen sink leak:
   • Title: Plumbing
   • Description: “We think we have a water leak at the kitchen sink.”
   • Save and Upload Documents: Upload picture(s) of the leak.

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.

Proper care and maintenance help preserve the longevity of your home— here are a few helpful tips and recommendations to get you started.

𝐆𝐫𝐚𝐧𝐢𝐭𝐞 𝐚𝐧𝐝 𝐐𝐮𝐚𝐫𝐭𝐳 𝐂𝐨𝐮𝐧𝐭𝐞𝐫𝐭𝐨𝐩𝐬: A simple solution of warm water and mild dish soap are best for everyday cleaning. Be careful when placing items on counters to avoid chipping the surface. Never use ammonia-based cleaners, as they can break down the sealer and react with natural minerals, creating permanent green blooms in the granite. Keep in mind that chips and green blooms are not covered under warranty.

𝐅𝐥𝐨𝐨𝐫𝐬: Dust mopping is the preferred method for cleaning your wood floors. You may occasionally wet mop with water or a diluted vinegar solution. Avoid abrasive cleaners, detergents, waxes, and polishes. For more details on floor care and maintenance, visit the manufacturer’s website.

𝐒𝐞𝐚𝐬𝐨𝐧𝐚𝐥 𝐦𝐚𝐢𝐧𝐭𝐞𝐧𝐚𝐧𝐜𝐞: For more product information and home maintenance tips, check out this Home Maintenance Guide.

𝐋𝐚𝐰𝐧 𝐜𝐚𝐫𝐞: For tips on giving your new lawn the best start possible, check out our lawn care 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.

Explore the links below to help you care for your home, stay informed about your community, and connect with key service providers.

𝐇𝐨𝐦𝐞 𝐌𝐚𝐢𝐧𝐭𝐞𝐧𝐚𝐧𝐜𝐞

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.