Homeowners - Warranty Resolution - New Home Warranties

WARRANTY RESOLUTION – NEW HOME WARRANTIES

HOMEOWNERS – PLEASE NOTE: Questions regarding warranty disputes MUST be filed according to the instructions listed in the applicable warranty book that pertains to a specific home. Requests for warranty resolution are NOT accepted electronically or by telephone at this time.

Even with a written warranty, Builders and Homeowners may not always see eye to eye. Fortunately for both parties, HOME has established an excellent resolution process in the event that an Unresolved Warranty Issue arises. We assume both sides simply want warranty issues resolved. The root of most disputes is miscommunication. A misunderstanding develops over a minor issue, and before you know it, both sides are infuriated.

HOME provides third party assistance to resolve issues that you may have with your Builder on items in your home covered by your warranty. We recommend that you act in accordance with the following steps to request warranty performance. See your warranty book for complete details.

Step 1: If a need for warranty performance arises, follow your Builder’s instructions. Usually, this means calling and letting your Builder know about the problem. Some Builders provide the Homeowner with a list of subcontractors to call directly about specific services. Others have a special warranty department and/or a form to send to the Builder. Be sure to follow your Builder’s established guidelines for best results.

Step 2: If Step 1 is not successful, send a clear and specific letter to your Builder describing the problem and requesting a response.

Step 3: If a written notice to your Builder does not achieve results, send a letter to HOME. HOME must receive your letter by certified mail, return receipt requested and postmarked within 30 days after the expiration of the applicable warranty period. Include copies of previous letters to your Builder, your HOME validation number, Effective Date of Warranty, your phone number and all details, inspection reports, photos, etc that relate to the issue. HOME will review the case and attempt to resolve it through mediation by communicating with you and your Builder. It may be necessary for a HOME representative to inspect your home. After the inspection, HOME will provide you and your Builder with a Warranty Coverage Report outlining your Builder’s warranty obligations.

Step 4: If HOME is unsuccessful in mediating your warranty issue, we will notify you that your request has become an Unresolved Warranty Issue. You can then request binding arbitration for the Unresolved Warranty Issue. An independent third party will review all the details and make a final ruling.

HOME stands behind its Builders. If your Builder fails to comply with the specified arbitration award, HOME’s insurers will be responsible for completing the work subject to any applicable warranty service fee.

NOTE: These steps vary if you have an Unresolved Warranty Issue with HOME in years 3 through 10. Refer to your warranty book for a more complete understanding of the procedures.