Congratulations! You're officially a homeowner, and we're thrilled to welcome you to your new home.
As you begin this exciting chapter in your home, we want to ensure your experience is smooth and enjoyable, especially during your warranty period.
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.
Warranty Portal: Homeowners will receive an email with a link to our warranty portal. This email will contain a link to set up your online account.
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: 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?
To ensure a smooth warranty experience, please follow these 4 steps:
- Read your home warranty to learn what is and is not covered.
- Visit our warranty info page for resources and best practices.
- Submit your claim using our warranty portal.
- Register your account on our warranty portal.
- Submit only one request per submission.
- Specify the area of concern (eg., electrical, plumbing, flooring, drywall, or cabinets).
- Write a brief description. Include details such as where the issue is, how long it has been occurring, and any other supporting information.
- Include a photo with each request.
- Watch for an email from our warranty team when it's time for your warranty visit.
Outside of emergencies, requests will be serviced at month 2 or 11, depending on the timeframe of submission. Our Client Services Manager will contact you to set service dates for any claims you have submitted. (If you haven’t submitted claims, these visits will not be scheduled.) You can visit the warranty portal at any time to view the status of your claims.
Warranty Portal Requirement
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.
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 warranty 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.
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 & 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.
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 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.
