a reference guide on
caring for your new home
HOMEOWNER
MANUAL
Customer Relations Department
[email protected] PHONE: (888) 885-5653 FAX: (888) 887-8283
© 2015 by Benchmark Communities — South East Division All rights reserved. First edition 2015.
No part of this publication may be reproduced, distributed or transmitted in any form or by any means, including electronic, mechanical, photocopying, recording, or otherwise (with exception of the Warranty Service Request Form, Homeowner Maintenance Schedule, and Appliance Log and Service Record), without the prior written approval of:
Benchmark Communities Customer Relations Department [email protected]
99 Almaden Blvd., Suite 400, San Jose, CA 95113
It is the intent of Benchmark Communities to strictly enforce this copyright. Published by Benchmark Communities. Printed in the United States of America.
Welcome to the Benchmark Communities family and congratulations on your new home. Purchasing a home is an exciting and rewarding experience, and we are committed to making it a pleasurable one. We appreciate you placing your trust in us.
The Benchmark Communities Homeowner Manual has been designed to assist you during the construction and customer care/warranty processes. The information presented in this manual will help answer many of your questions, prepare you for each step of construction, and hopefully make this an easier and more enjoyable experience. Because we offer a variety of optional features which vary across communities, this manual focuses on the most common items. The exact product in your home, and its specific nature and required care, may not be included. Where there are differences, your Benchmark Communities representative will provide you with the specific information for your home.
In addition, this manual will provide important information about the care and maintenance of your new home, and includes descriptions of our limited warranty program and the warranties supplied by our manufacturers for some of the components used in building your home.
Please take the time to review this manual thoroughly. Many questions that may
arise throughout the construction and warranty process can be answered by simply reviewing the information in this manual. Benchmark Communities will adhere to these processes in all future matters concerning the construction and warranty of your home.
This manual is an important and useful tool, as well as a centralized location to compile additional documents regarding the care and maintenance of your home. We hope that you find it to be a useful reference point for many years to come.
Purchasing a new home will require your time commitment during normal business
hours to attend numerous appointments. We ask that you please plan accordingly
to allow the necessary time so we can complete your new Benchmark Communities home with all your personal touches and feedback.
Customer satisfaction drives what we do every day, and we are very proud of our customer satisfaction record. At Benchmark, we believe that everything matters and are committed to providing you with timely and accurate communication throughout this exciting experience. We will be in contact with you every step of the way. Sincerely,
table of contents
1
what happens next �����������������������������������������
1�1
Construction of Your Home
1.1
Caring for Your Home
1.2
2
construction of your home ������������������������������
2�1
Quality Standards
2.1
New Buyer Orientation Meeting
2.2
Safety on the Job Site and Visits
2.2
Pre-Drywall Orientation
2.2
Plans and Specifications
2.3
Trade Contractors
2.4
Scheduling Delivery of Your New Home
2.5
3
pre-close orientation �������������������������������������
3�1
Who Attends the PCO?
3.1
Our Commitment
3.1
This is an Interactive Document with Live Links
Click on a page number in the table of contents, index or on a cross-reference to go to that page. You can return to the start of a section, table of contents or index using the yellow tabs found throughout the document.
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caring for your home ��������������������������������������
4�1
Owner Maintenance and Manufacturer Information
4.1
Limited Warranty
4.2
Emergency Service
4.2
Warranty Requests
4.4
Warranty Repairs
4.5
Warranty Service Request Form
4.6
Energy and Water Conservation
4.8
Homeowner Maintenance Schedule
4.10
5
home components and topics�������������������������
5�1
Air Conditioning
5.2
Appliances
5.3
Attic Access
5.4
Brick
5.4
Cabinets
5.5
Carpet
5.6
Caulking
5.8
Concrete Flatwork
5.9
Concrete — Cast in Place
5.10
Condensation
5.10
Countertops
5.11
Doors and Locks
5.12
Drywall
5.13
Easements
5.15
Electrical System
5.15
Expansion and Contraction
5.19
Fencing
5.19
Fireplace
5.20
Foundation
5.21
Garage Overhead Door
5.22
Grading and Drainage
5.23
Gutters and Downspouts
5.25
Hardware
5.26
Hardwood Floors
5.26
Heating System: Heat Pump
5.27
Insulation
5.29
Landscaping
5.29
Marble (Cultured)
5.33
Mildew and Mold
5.33
Mirrors
5.34
Paint and Stain
5.34
Property Owners Association/Homeowners Association
5.35
Pests and Wildlife
5.36
Phone Jacks
5.36
Plumbing
5.36
Property Boundaries
5.41
Railings (Interior)
5.41
Resilient Flooring
5.41
Roof
5.42
Rough Carpentry
5.44
Shower Doors or Tub Enclosures
5.44
Siding
5.45
Smoke/Carbon Monoxide Detectors
5.45
Stairs
5.46
Termites
5.46
Tile
5.47
Ventilation
5.48
Water Heaters (Electric)
5.48
Water Heaters (Gas)
5.49
Windows, Screens and Sliding Glass Doors
5.51
Wood Trim
5.53
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what happens next
Purchasing a new Benchmark Communities home should be an enjoyable and exciting experience. At times, however, the process can be complex with many details to be decided and arranged. We are committed to guide you through every important aspect of your purchase and will be available to answer questions at each step of the way. Building a new home is an investment in Benchmark Communities of your money, emotions and valuable time. We emphasize time as many of the tasks to complete your
home will require your attendance during regular business hours (Monday through
Friday, usually between 8:00 am and 5:00 pm). To help us keep your home delivery on schedule, we ask for your cooperation in keeping all appointments.
CONSTRUCTION OF YOUR HOME
In order to start construction of your new home, several important steps need to be completed by both you and Benchmark Communities after you sign your contract.
New Buyer Orientation
First, you are required to attend a New Buyer Orientation (NBO) to: • Review your final selections one last time.
• Go over the construction schedule.
• Understand the key milestones of the construction of your home.
You will also have the opportunity to meet your community Construction Manager.
Pre-Drywall Orientation
Next, you will attend the Pre-Drywall Orientation (PDO) to: • Verify all selections you made are being installed.
• Review the key components involved in the construction of your home.
Pre-Close Orientation
At the Pre-Close Orientation (PCO), we will:
• Familiarize and welcome you to your new home.
• Present information about the components of your home. • Demonstrate the features of your home.
• Discuss homeowner maintenance responsibilities. • Review the limited warranty program.
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CARING FOR YOUR HOME
The better you maintain your home after closing, the better your home will perform over time. We have detailed many of the maintenance responsibilities reviewed at your Pre-Close Orientation in this manual. Please review Section 4, Caring for Your Home, to become familiar with your home maintenance responsibilities and our warranty service commitment to you.
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construction of your home
QUALITY STANDARDS
The construction of a new home differs from other manufactured products and goods in several ways. As a consumer, you typically don’t have the opportunity to watch as the products you purchase are developed and finished. As we build your new home, you will be able to provide input into the design, finish details and selected options. Our success in personalizing your home, however, depends on effective and timely communication of your choices.
Benchmark Communities will build your new home to the quality standards as demonstrated in our model homes and the standards of the industry. However, each new home is crafted by hand and thus is a unique product. There are over 7,800 components in a home. As careful as we try to be, we are still dealing with many different materials, manufacturers and contractors. On occasion, there may be issues that arise during the construction of your home. We assure you that we will address and correct all issues in a timely manner. We have internal procedures for inspecting our homes to ensure that the level of quality meets our requirements. In addition, the county, city or an engineer conducts a number of inspections at different stages of construction. Your home must pass each inspection before construction continues.
Questions or Concerns
Because of the time required for construction, you will have many opportunities to view your home as it is built, ask questions and discuss details through your Sales Counselor and Construction Manager.
We understand and appreciate your interest and attachment to the new home we are building for you, and your input is welcome. However, to avoid misunderstandings, or compounding errors, we ask that you first check your pricing addendum to review what you ordered and the specifications for construction of your home. If you still believe that there is an error, please remember:
• Especially during the early stages, items can look wrong to you but meet the specifications when finished.
• Construction processes are designed to have specific and identified steps. Some steps take longer to complete than others and often it may appear that work is not being done but in actuality it is. In the early stages, inclement weather can also affect the construction process and some stages may take longer to complete. • Construction methods and materials vary from different areas of the country
and change over time. It is common when you are familiar with one method, you naturally question a different one. That does not make a new process wrong. If you still have questions, please contact your Construction Manager or Sales Counselor.
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NEW BUYER ORIENTATION MEETING
The purpose of the New Buyer Orientation is to conduct a comprehensive review of your final plans and specifications, as well as the building process itself. We will discuss
such things as site visits, trade partner communication, your selections, and estimated
target delivery date. A copy of our construction building sequence is included at the
end of this section. We will be glad to answer any questions you have at this meeting. Your Sales Counselor or Construction Manager schedules the New Buyer Orientation (NBO) once all of your selections are completed. This meeting takes approximately 60 to 90 minutes.
SAFETY ON THE JOB SITE AND VISITS
We understand that you will want to visit your new home at times during construction. A new home construction site is exciting, but it can also be dangerous. Your safety is of primary importance to us; therefore, we must require that you set an appointment
with your Sales Counselor before visiting your home. Open toed shoes are not
permitted, and you must wear a hard hat during your visit. A member of our staff will accompany you to ensure your safety and to provide you with answers to any questions you may have.
Please observe common sense safety procedures at all times when visiting: • Children under the age of 12 are not permitted on an active site.
• Pay attention to where you are walking. Look in the direction you are moving at all times.
• Watch for any building materials, boards, cords, tools or fasteners that might cause tripping, cuts or any other injury.
• Do not enter any level of a home that is not equipped with stairs and rails. • Stay a minimum of six feet from all excavations.
• Watch out for grading equipment and delivery vehicles and be sure to give them plenty of room. These vehicles are loud and big, and you need to assume that the driver can neither see nor hear you.
In addition to safety considerations, be aware that mud, paint, drywall compound, adhesives and other materials are in use and can get on you or your clothing.
PRE-DRYWALL ORIENTATION
Many buyers welcome the chance to tour their home just after the rough mechanical stage, before insulation. The home has started to take shape but the beginning stages of the mechanical systems are still visible. This is an opportunity for you to see the quality that goes inside the walls of your home.
Although it is not permissible to request changes during the Pre-Drywall Orientation, this meeting does provide the opportunity to confirm that all of your previously requested
changes and options have been installed properly. We will also update you on the target
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Your Pre-Drywall Orientation is scheduled by your Construction Manager and usually take less than one hour. You will meet your Construction Manager at your new home site. Please remember to bring this homeowner manual, pricing addenda, and any
other contractual documents related to the construction of your new home. Please
understand that if for any reason you are unavailable to attend this meeting, we will continue with the construction of your home.
PLANS AND SPECIFICATIONS
The local building and zoning departments of the city or county must review and
approve the plans and specifications for your home. We construct each home to comply with the plans and specifications approved by the applicable building department. Your specifications become part of our agreements with trade contractors and suppliers. Only written instructions from Benchmark Communities can change these contracts.
Many factors may cause variations between the model home and the home we deliver to you.
Regulatory Changes
From time to time, city or county agencies adopt new codes or regulations that can affect your home. Such changes are usually adopted in the interest of safety and are legal requirements with which Benchmark Communities must comply. Therefore, builders may construct the same floor plan slightly differently in two different
jurisdictions or at two different times within the same jurisdiction.
Topography and Home Site Conditions
Because each home site is shaped differently, the position of your home on the site may vary from others in the community. You will receive a copy of the plot plan that shows your home’s position on your home site at your New Buyer Orientation meeting. In addition, the exterior elevations of each home are affected by the topography, or surface contours of your home site. For instance, slope on the site may affect the configuration of the driveway and walks.
Utilities
The location of meters, phone and electrical junction boxes, and mailboxes are
examples of items outside the control of Benchmark Communities. We can make no
representations about final locations due to authority of the utility companies.
Changes in Materials, Products and Methods
The new-home industry, building trades and product manufacturers are continually working to improve methods and products. In addition, manufacturers sometimes make changes that can impact the final product. For instance, appliance manufacturers
generally make design changes every year. The model homes will show the
appliances that were current at the time they were completed — they may be different in your home.
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In all instances, as required by your purchase agreement, any substitution of method or product that we make will be of equal or better quality than your original selection. Since such substitutions or changes may become necessary because of matters outside our control, we reserve the right to make them without notification.
Models
Model homes are unique and include decorator items, window coverings and furnishings. Mature and additional landscaping, extra walks, fences, lighting, fountains, signs and flags are other examples which are not part of the home we will be building for you. Please carefully review your home and community specifications, as well as information Benchmark Communities provides about optional items displayed in the models, to avoid misunderstandings. Contact your Sales Counselor with any questions.
TIP:
Because your home is built on site, there are slight finish sizes that can vary somewhat. You should measure for window coverings in your home rather than in any model or other home with a similar plan.Natural Variations
Dozens of trade contractors work to deliver your home. The same individuals rarely work on every home and even if they did, each one would still be unique. Please understand that the exact placement of switches, outlets, registers and other components will vary slightly from the model and other homes of the same floor plan.
TRADE CONTRACTORS
Your home is built through the combined efforts of specialists in many trades — from excavation and foundation, through framing, mechanicals and insulation, to drywall, trim and finish work. In order to ensure you the Benchmark Communities standard of construction, only authorized suppliers, trade contractors and Benchmark Communities employees are permitted to perform work in your home. In addition, buyer modifications at any stage of construction are prohibited. For instance, you cannot personally modify
items such as speaker wire, telephone or cabling. Any and all unauthorized work prior to
closing will void your warranty.
Each trade contractor works on a limited portion of the home; they may not be aware of all the details that affect the home and are not in a position to offer judgments. All questions should go through your Sales Counselor.
Suppliers and trade contractors have no authority to enter into agreements for Benchmark Communities. For your protection and theirs, the terms of our trade contractor agreements prohibit alterations without written authorization from Benchmark Communities.
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SCHEDULING DELIVERY OF YOUR NEW HOME
The delivery date for your new home begins as an estimate. Until the roof is on and the structure is enclosed, weather can dramatically affect the delivery date. Even after the home is past the potential for weather-related delays, weather can severely impact installation of utility services, final grading and concrete flatwork, to mention a few examples. Extended periods of wet weather bring work to a stop in the entire region. When favorable conditions return, the trades go back to work, picking up where they left off. Please understand that they are as eager as you are to stay on schedule and to see progress on your home.
We will update you on the estimated delivery date at each of our construction meetings. You are also welcome to check with your New Home Counselor for the most current target date. As completion nears, more factors come under our control and we can be more precise about that date.
Due to issues with insurance and the regulations of the local building authority, your belongings may only be brought into your home once closing is complete.
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S E C T I O N 3 — P R E - C L O S E O R I E N T A T I O N3
pre-close orientation
The purpose of your Pre-Close Orientation (PCO) is to familiarize and welcome you to your new home.
We schedule the PCO with you as your home nears completion, with the actual PCO occurring a few days prior to your closing. Appointments are available from 8:00 am to 3:00 pm Monday through Friday. We will meet you at your new home at the scheduled time. You will want to allow at least two hours to properly complete your orientation. We take a hands-on approach during your orientation, so please wear comfortable clothing and closed toe shoes.
During the PCO, we will follow an established procedure (as indicated on the PCO checklist) and systematically go through the home to ensure that we cover each item thoroughly. Many of your new home’s features, including the appliances, GFCIs on the outlets, flip breakers, and doors and windows, will be demonstrated and tested. This step will help reassure you that everything is in working order and help you to remember important details about the operation of your new home. We will also review any
maintenance requirements and the limited warranty.
WHO ATTENDS THE PCO?
Benchmark Communities’ experience shows that the Pre-Close Orientation is most beneficial when only the purchaser(s) attend. This type of environment will allow you to focus your attention on your new home and the information presented, without any distractions from any other parties who are excited to tour your new home. If possible, we ask that children or pets do not accompany you at this orientation. If a real estate agent assisted you in the purchase, he or she is welcome but not required to attend.
OUR COMMITMENT
The overall quality of your new home should be of equal or better quality than that shown in our model homes. We will list any items as exceptions that we mutually agree need further attention, and schedule the appropriate work. We will do our best to complete all items at the PCO prior to the closing of your home. We will also schedule an appointment to sign off on PCO items the day before or just prior to your closing. At some point, quality ceases to be scientific and becomes a matter of personal taste. In a few areas, your personal standards may be even higher than ours. Benchmark Communities’ commitment to you is that we will deliver your home with the same care, attention and finishing touches as our model home.
If you visit the home a day or two prior to your orientation, you may notice details that need attention. During the last couple of days, many trades people and Benchmark Communities employees will be making minor adjustments and fine-tuning your home. These finishing touches are normal and cannot be performed until all the parts and pieces have been installed and tested. What seems like a rush of construction activity is a normal part of the construction process.
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S E C T I O N 4 — C A R I N G F O R Y O U R H O M E4
caring for your home
Benchmark Communities has constructed your home with carefully selected materials and through the efforts of experienced tradesmen under the supervision of our field personnel. Although this group works from plans and specifications, no two homes are exactly alike. When you purchased your home, you actually purchased hundreds of items and the work of 40 – 55 separate and independent trade contractors. With so many variables, an organized system is critical for the warranty service. We have three scheduled customer relation visits in the first year:
• During the first month • 5 – 6 months
• At 11 months
We also address non-scheduled warranty requests (see ”Warranty Requests” on page
4.4) and have emergency response procedures in place (see “Emergency Service” on
page 4.2)during your first year in your home. Service for your appliances is handled
differently and is described under “Manufacturer Warranties and Care” on page 4.2.
We recognize that it is impossible to anticipate and describe every detail needed for home maintenance, and this manual focuses on items that homeowners commonly ask about. Because we offer homebuyers a variety of optional features, which vary from areas of the country, components that are not present in your home may be included in this manual.
OWNER MAINTENANCE AND MANUFACTURER INFORMATION
As the homeowner, providing regular home maintenance is your responsibility and will help maintain the value of your home. Periodic maintenance is necessary because of normal wear and tear, the inherent characteristics of the materials used in your home, and normal service required by the various mechanical systems. Natural fluctuations in temperature and humidity also affect your home, resulting in maintenance items. With a product as complex as a home, there are many items that are homeowner maintenance responsibilities and others that fall under the Benchmark Communities warranty. If you request warranty service on a maintenance item, we will explain to you the steps you should take to care for the item. We are available to answer your home-care questions during and after your warranty period.
Prompt Attention
Routine maintenance is critical. It should be consistent and prompt in order to save you from potentially serious and sometimes costly repairs down the road. In addition, neglecting or delaying routine maintenance can void applicable limited warranty coverage on all or part of your home.
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Manufacturer Warranties and Care
Please take time to read all the warranties and care guides provided by the manufacturers of the consumer products in your home. For the most current information, you may also go on the website for each manufacturer for additional warranty and maintenance information. Although much of the information may be familiar to you, some points may differ significantly from homes you have had in the past. If any detail in our guidelines conflicts with the manufacturer’s recommendations, you should follow the manufacturer’s recommendations.
The manufacturers of appliances have asked to work directly with homeowners if any repairs are needed for their products. Customer service phone numbers are listed on the manufacturer’s website and in the use and care materials for each appliance. Be prepared to provide the model and serial number of the item and the closing date on your home. For your convenience, we have included an Appliance Service information sheet among the other checklists in this manual.
Appliance warranties are generally for one year but can be longer; refer to the literature provided by the manufacturer for complete information.
TIP:
Be sure to activate specific manufacturer’s warranties by either completing the warranty information online or completing and mailing any registration cards included with their materials. This is critical so that in the event of a recall, the company can contact you and arrange to provide the needed correction.LIMITED WARRANTY
Bonded Builders Warranty Group
While we strive to build a defect-free home, we are realistic enough to know that with repeated use, an item in the home may fail to perform as it should. When this occurs, we will make necessary corrections as required by our warranty guidelines. In support of this commitment, Benchmark Communities provides you with a limited warranty through Bonded Builders Warranty Group.
Warranty Sample Provided for Your Review
You will receive the signed limited warranty certificate after your closing directly from Bonded Builders Warranty Group. We also provided a sample of your warranty for your review at the time you signed your purchase agreement. Please read through this information, as well as the service procedures and guidelines discussed on the following pages. If you have any questions, please contact our Customer Relations Department.
EMERGENCY SERVICE
If you are faced with a FIRE OR LIFE-THREATENING EMERGENCY, CALL 911 IMMEDIATELY!
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S E C T I O N 4 — C A R I N G F O R Y O U R H O M EIn the event of an emergency situation, it is very important to take immediate action to minimize the impact of the situation and contact the appropriate personnel as quickly as possible. Begin by inspecting items from your checklist. Troubleshooting tips appear in this manual for several of your home’s components.
Please refer to the individual categories to review these hints found at the end of the corresponding sections. Often the appropriate action by you can solve a problem immediately or mitigate the situation until a trade technician arrives.
If your review of the troubleshooting tips fails to solve the problem, please email us at [email protected].
After hours or on weekends or holidays, call the necessary trade contractor or utility company directly. Their phone numbers are listed on a label inside the kitchen cabinet door adjacent to the refrigerator.
Should you have a more urgent issue that endangers health or safety, call 911.
Otherwise, call our Customer Care line at (888) 885-5653. Calls made after-hours or on holidays will be directed to a call service. Calls will be answered in the order they are received.
Our trade contractors or local utility companies provide emergency responses to the following conditions:
• Total loss of heat when the outside temperature is below 40 degrees F. • Total loss of electricity of your home.
• Total loss of water of your home.
• Plumbing leak that requires the entire water supply to be shut off.
Note that if a service (electricity, water) is out in an entire area, attention from the local utility company is needed. Trade contractors are unable to help with such outages.
Roof or Window Leak
A roof or window leak is indeed a problem, but the reality is that repairs cannot safely or effectively be performed while the area is wet or while it is raining. During business hours, contact our office with the information, take appropriate steps to minimize
damage, and we will follow up when conditions make repairs possible. (See “Roof” on
page 5.42 for more details.)
TIP:
In addition to emergency situations covered by our limited warranty, be prepared for other kinds of emergencies. Remember to call 911 for any life threatening emergencies. Be familiar withemergency repair companies in your area in the event you need a locksmith, water extraction, glass breakage repair, or sewer router service.
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WARRANTY REQUESTS
Submitting a Warranty Service Request
When you have a warranty request, you must complete a warranty service request form
(see sample on page 4.7) and either mail, fax or email to us at our National Customer
Relations Department (Email to [email protected] or fax to
1-888-887-8283). Our Customer Relations and warranty service system is designed
based on your written report of non-emergency items. This written request permits
Benchmark Communities personnel to focus their time producing results for you and following up. This provides you with the maximum protection and allows us to operate efficiently, thereby providing faster service to all homeowners.
NOTE: Emergency reports are the only service requests we accept by phone.
Please keep a copy of your request and add to your complete home records. We can provide service faster and more accurately if we have all the necessary information. With your warranty request, please include:
• Your name, address, and phone numbers where you can be reached during
business hours. Information about your availability or the best days or times to reach you is helpful for us. For instance, if calling you at work is acceptable, let us know. • A complete description with details of the problem including the specific areas of
the home — such as bedroom or kitchen — and information of the type of issue. Rather than just stating flooring concerns, be specific (i.e., “carpet loose in master bedroom” or “the kitchen tile grout has cracks”).
When we receive a warranty service request, we will contact you for an inspection appointment. (Occasionally the inspection step is unnecessary. In that case, we issue the needed work orders and notify you of our progress.) Warranty inspection appointments are available Monday through Friday, 8:00 am to 4:00 pm. We inspect the items listed in your written request to confirm warranty coverage and determine appropriate action.
Generally, reported items fall into these categories:
• Home Maintenance Item
If the item is home maintenance, we will review the maintenance steps with you and offer any additional informational assistance we can.
• Storm Damage or Other Disaster
Contact your homeowner’s insurance agent immediately. Contain damage as much as possible without endangering yourself. It is a good idea to photograph or video the damage.
• Warrantable Item
Our criteria for qualifying warranty repairs are based on typical industry practices in our region and meet or exceed those practices. If a trade contractor or Benchmark Communities Customer Relations Manager is required to perform repairs, we issue a warranty work order describing the situation to be addressed.
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S E C T I O N 4 — C A R I N G F O R Y O U R H O M EWARRANTY REPAIRS
Depending on the scope of necessary work, repairs might not be performed or completed at the time of the inspection. The Customer Relations representative will schedule a repair date with you. It is possible that work must occur in sequence and more than one work date might be needed, but we will review this with you when scheduling the repairs.
Our Work Hours
Benchmark Communities understands that you might express the need for
appointments outside normal business hours. We also recognize many businesses have service hours on weekends and in the evenings. However, there are many factors that make extended service hours impractical for our business. Many of the repairs require daylight for proper completion. This applies to drywall, paint and exterior work of almost any type.
We have also found that most of the numerous independent trade partners who helped us build your home — many of whom operate as small companies — are unable to work seven days a week or be available in the evening hours.
Therefore, our business hours are:
Monday through Friday, 8:00 am until 5:00 pm
Access to Your Home
Benchmark Communities requires an adult (18 or older) to be present when our employees or trade partners are working in your home. If you are not available, make sure the person that is present is authorized to review the items of concerns and sign completed work orders.
We do not accept keys, nor will we permit our trade partner to accept your key and work in your home without an adult present. While we recognize that this means processing warranty service items may, at times, take longer to address and complete, your peace of mind and security is our first concern.
Exterior Items
Exterior items can typically be inspected and repaired without an adult present,
provided access is available (for instance, no locked gate). However, we will contact you prior to any visit and let you know when we will have someone on your property. Let us know if you prefer to meet with us and discuss the item(s), and we will schedule an appointment with you.
Pets
Benchmark Communities understands that pets are members of your households. To prevent the possibility of an animal getting injured, scared by a noise, or giving in to its natural curiosity about tools and materials used for repairs, we ask that you restrict all animals to a comfortable location during any warranty visit, whether for inspection or warranty work. This policy is also for the protection of our employees and other personnel.
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Your Personal Items
In all work that we perform for our homeowners, we are concerned that their personal items are protected. When warranty work is needed in your home, we ask that you remove fragile, electronic or other items that might make performing the repair difficult. Benchmark Communities and trade personnel will reschedule the repair appointment rather than risk damaging your belongings.
Protection of Work Area
We expect all personnel who work in your home to arrive with appropriate materials to cover the work area, protecting it from damage and helping catch the dust from the repair work. Similarly, all personnel should clean up the work area, removing materials utilized during repair.
Repair personnel will routinely check the work area for any existing damage to surfaces. They will document any scratches, chips or other cosmetic damage prior to beginning repairs to avoid any later disagreement about how and when such damage occurred.
Signatures on a Service Request Form
Signing a service request acknowledges that a technician worked in your home on the date shown and with regard to the items listed. It does not negate any of your rights under the warranty nor does it release us from any confirmed warranty obligation. If you prefer not to sign the work order, the technician will note that, sign the work order and return it to us for our records.
WARRANTY SERVICE REQUEST FORM
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S E C T I O N 4 — C A R I N G F O R Y O U R H O M EWARRANTY SERVICE REQUEST FORM
Date of Request Date Home Closed
Community/Lot Name
Email Address Street Address City, State
Phone (Home) Phone (Work)
Phone (Cell)
Please circle the best contact number during business hours (Home, Work or Cell)
Warranty Service Information
To determine if an issue is covered under your limited warranty, please consult the Bonded Builders Limited Warranty Booklet and the Construction Standards in your Benchmark Communities Homeowners Manual. If coverage is in effect for the concerns you have listed, please fax to us at 1-888-887-8283 or email us at [email protected].
NOTE: If you require warranty service on your appliances, please contact the manufacturer directly to schedule service.
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
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ENERGY AND WATER CONSERVATION
Good planning and thoughtful everyday habits can save significant amounts of energy and water. In the process of conserving, you also save money as an additional benefit. Keep these hints in mind as you select and use your home’s features:
Heating and Cooling
• Maintain all your home’s systems in clean and good working order to prevent maintenance issues and maximize efficiency. Schedule heat and air conditioning systems inspection a minimum of once every year.
• Keep filters clean and replace them regularly.
• Learn how to use your thermostat for comfort and efficient energy use.
• If you have a zoned system, think through operating schedules and temperature settings to maximize comfort and minimize energy consumption.
• During cold days, open window coverings to allow the sun to warm your home. Close them when the sun begins to set.
• Limit the use of your fireplace in extremely cold or windy weather.
• During the winter, humidifying the air in your home allows the air to retain more heat and is a general health benefit. Note: If condensation develops on your windows, you have taken a good thing too far and need to lower the setting on the humidifier. • Ceiling fans cost little to operate and the moving air allows you to feel comfortable
at temperatures several degrees higher.
• On hot days, close all windows and the window coverings on windows facing the sun to minimize solar heating and reduce demands on your air conditioner.
• Keep the garage overhead doors closed.
• Plan landscaping elements that support efficient energy use:
− Deciduous trees provide shade during the summer and permit solar warming in winter.
− Evergreen trees and shrubs can create a windbreak and reduce heating costs. − Position trees to shade the roof and still allow good air flow around the home. − Plant shrubs and trees to shade the air conditioner without obstructing air flow
around the unit.
Water and Water Heater
• Follow the steps outlined in the manufacturer’s directions for draining water from your water heater in order to remove accumulated hard-water scale that builds up inside the tank. Timing will depend on the nature of your water supply.
• Maintain the recommended temperature setting on the water heater. • Correct plumbing leaks, running toilets, or dripping faucets ASAP. • Keep aerators clean.
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S E C T I O N 4 — C A R I N G F O R Y O U R H O M EElectrical
• Use energy efficient light bulbs.
• Turn lights and other electric items off when you finish using them or leave the room.
Maintenance Tips
• Caulk in dry weather when temperatures are moderate. Check all locations such as: − Foundation penetrations (electrical, phone, water, cable TV, and gas line
entrances).
− Around fans and vents.
− Joints between door or window frames and siding.
• Check weather stripping on all exterior doors and adjust as needed. • Ensure that door thresholds are a good fit — most are adjustable.
• Do not store items in the attic where they would compress the insulation.
Appliance Log and Service Record
This log is provided for your convenience. For warranty service on an appliance, contact the appropriate manufacturer directly at the service number provided in the appliance literature. You will need to supply the model and serial number (usually located on a small metal plate or seal attached to the appliance in an inconspicuous location), and the date of purchase (your settlement date).
Settlement Date:
APPLIANCE MANUFACTURER MODEL # SERIAL # SERVICE PHONE #
Range Range Hood Oven Microwave Dishwasher Disposal Washer Dryer Refrigerator Garage Door Opener
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HOMEOWNER MAINTENANCE SCHEDULE
Begin care of your home with organized records, including information about all of its components and your furnishings. We have listed some of the common elements of the home that need routine maintenance to ensure the home continues to function efficiently.
TASK/NOTES FREQUENCY J F M A M J J A S O N D
Appliances Annually
Carpet clean Annually
Caulking (Exterior) Seasonally Caulking (Interior) Quarterly Change Smoke Detector/ CO Batteries Bi-Annually Doors/Windows Quarterly
Exterior Painting Annually
Exterior Veneer Seasonally
Gutters Seasonally
Hose Bibs
(Front & Rear) Seasonally
HVAC Annually
HVAC Filter(s) Monthly
Proper Yard
Drainage Annually
Water Heater Annually
Weather
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S E C T I O N 5 — H O M E C O M P O N E N T S A N D T O P I C S5
home components and topics
This guide is not a substitution for the Bonded Builders Limited Warranty Manual and is just an overview of some basic items in your home. Please refer to your warranty manual for more information. The most common performance issues are covered in this list of components.
Air Conditioning
5.2
Appliances 5.3
Attic Access
5.4
Brick 5.4
Cabinets 5.5
Carpet 5.6
Caulking 5.8
Concrete Flatwork
5.9
Concrete — Cast in Place
5.10
Condensation 5.10
Countertops 5.11
Doors and Locks
5.12
Drywall 5.13
Easements 5.15
Electrical System
5.15
Expansion and Contraction
5.19
Fencing 5.19
Fireplace 5.20
Foundation 5.21
Furnace
5.21
Garage Overhead Door
5.22
Grading and Drainage
5.23
Gutters and Downspouts
5.25
Hardware 5.26
Hardwood Floors
5.26
Heating System: Heat Pump
5.27
Insulation 5.29
Landscaping 5.29
Marble (Cultured)
5.33
Mildew and Mold
5.33
Mirrors 5.34
Paint and Stain
5.34
Property Owners Association/
Homeowners Association 5.35
Pests and Wildlife
5.36
Phone Jacks
5.36
Plumbing 5.36
Property Boundaries
5.41
Railings (Interior)
5.41
Resilient Flooring
5.41
Roof 5.42
Rough Carpentry
5.44
Shower Doors or
Tub Enclosures 5.44
Siding 5.45
Smoke/Carbon Monoxide
Detectors 5.45
Stairs 5.46
Termites 5.46
Tile 5.47
Ventilation 5.48
Water Heaters (Electric)
5.48
Water Heaters (Gas)
5.49
Windows, Screens and
Sliding Glass Doors 5.51
Wood Trim
5.53
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AIR CONDITIONING
Homeowner Use and Maintenance Guidelines
The air conditioning unit is the mechanism that produces cooler air. The air conditioning system involves everything inside your home including the contents, drapes, and windows.
Your home air conditioning is a closed system, which means that the interior air is continually recycled and cooled until the desired air temperature is reached. Warm outside air disrupts the system and makes cooling impossible. Therefore, you should keep all windows closed. The heat from the sun shining through windows with open drapes is intense enough to overcome the cooling effect of the air conditioning unit. For best results, close the drapes on these windows.
Vents
Opening and closing the vents can adjust the airflow in your home and registers. Benchmark Communities recommends that you contact a qualified HVAC professional to make adjustments to balance the airflow in your home. If needed, this will be done once at no charge to our homeowners within the first year of occupancy in their new homes. Any other adjustments to this are not covered under Benchmark Communities Limited Warranty.
Compressor Level
Maintain the air conditioning compressor in a level position to maintain efficient performance and prevent premature damage to the equipment.
Manufacturer’s Instructions
The manufacturer’s manual specifies maintenance for the condenser. Review and follow these points carefully as part of maintaining your air conditioning system.
Air Conditioner Condensation
Condensation lines will clog under normal use. It is the homeowner’s responsibility to keep these lines clear. If your HVAC unit is in the attic, there is an emergency condensation drain that will drain down the outside of your house should the primary
drain become clogged. Water draining from the emergency drain is an indication
that the primary drain is not working. Call for service immediately.
Temperature Variations
Temperatures may vary from room to room by several degrees Fahrenheit. This is due to such variables as floor plan, orientation of the home on the lot, type and use of window coverings, and traffic through the home. For example, rooms that have more exterior walls or are located above unheated areas like the garage will have higher temperature fluctuations than interior spaces over heated areas.
Benchmark Communities Limited Warranty Guidelines
The air conditioning system should maintain a temperature of 78 degrees or a differential of 15 degrees from the outside temperature, measured in the center of each room at a height of five feet above the floor. Lower temperature settings are often possible, but not guaranteed by the manufacturer or Benchmark Communities.
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S E C T I O N 5 — H O M E C O M P O N E N T S A N D T O P I C S CoolantThe outside temperature must be an appropriate temperature for the contractor to add coolant to the system. If your home was completed during winter months, this charging of the system in unlikely to be complete and will need to be performed in the spring. It is recommended that if you buy your home in a winter month that you contact the HVAC Company to schedule a time to have the system charged before the weather becomes too warm. The industry standard temperature for being able to properly charge the unit is around 70 degrees F.
Non-emergency
Lack of air conditioning service is not an emergency. Air conditioning contractors in our region respond to air conditioning service requests during normal business hours and in the order received.
TROUBLESHOOTING TIPS
Before calling for service, check to confirm that:
• The thermostat is set to “cool” and the temperature is set below the room temperature. • The breakers on the main electrical panel are on. (Remember if a breaker trips you must
turn it from the tripped position to the off position before you can turn it back on.) • The 220 switch on the outside wall near the air conditioner is on.
• The switch on the side of the HVAC unit is on. • The filter is clean to allow airflow.
• The vents in individual rooms are open. • The air returns are unobstructed.
• The air conditioner has not frozen from overuse.
Even if the troubleshooting tips do not identify a solution, the information you gather will be useful to the service provider you call.
APPLIANCES
Benchmark Communities Limited Warranty Guidelines
We confirm that all appliance surfaces are in acceptable condition during your Pre-Close Orientation. We assign all appliance warranties to you, effective on the date of closing. The appliance manufacturers warrant their products directly to you according to the terms and conditions of these written warranties.
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ATTIC ACCESS
Homeowner Use and Maintenance Guidelines
The attic space is neither designed nor intended for storage. We provide access to this area for maintenance of mechanical equipment that may traverse the attic space. When you perform needed tasks in the attic, use caution and avoid stepping off wood members onto insulation which is on top of the drywall. This can result in personal injury or damage to the ceiling below. Your limited warranty does not cover such injury or damage.
Do not compress the insulation in the attic by placing any type of material for flooring. This will render the insulation in the attic ineffective.
The attic is not a temperature-controlled environment. The personal belongings that you put in the attic may be permanently damaged due to extreme temperatures.
Benchmark Communities Limited Warranty Guidelines
Benchmark Communities and the local building department inspect the attic before your closing to confirm insulation is correct.
BRICK
Homeowner Use and Maintenance Guidelines
Brick is one of the most durable and lowest maintenance finishes for a home’s exterior. A record of your brick color is included in your selection sheets.
Efflorescence
The white, powdery substance that sometimes accumulates on brick surfaces is called efflorescence. This is a natural phenomenon and cannot be prevented. In some cases, you can remove it by scrubbing with a stiff brush and vinegar. Consult your home center or hardware store for commercial products to remove efflorescence.
Weep Holes
You may notice small holes in the mortar along the lower row of bricks. These holes allow moisture that has accumulated behind the brick to escape. Do not fill these weep holes or permit landscaping materials to cover them.
Benchmark Communities Limited Warranty Guidelines
We check the masonry work during the orientation to confirm correct installation of designated materials.
Cracks
One time during the warranty period, we repair masonry cracks that exceed 1/8” in width.
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S E C T I O N 5 — H O M E C O M P O N E N T S A N D T O P I C SCABINETS
Homeowner Use and Maintenance Guidelines
Your selection sheets are your record for the color of cabinets in your home. If you selected wood or wood veneer cabinets, expect differences in grain and color between and within the cabinet components due to natural variations in wood and the way it
takes stain. Stain and color variations in cabinets are to be expected and are not
covered under Benchmark Communities Limited Warranty. Cabinets that do need
to be replaced under warranty will be a shade different than the cabinets that have been installed in your home because they have had time to season.
Hinges
If hinges catch or drawer glides become sluggish, a small amount of silicone lubricant will improve their performance.
Moisture
Damage to cabinet surfaces and warping can result from operating appliances that generate large amounts of moisture (such as a crock pot) too near the cabinet. When operating such appliances, place them in a location that is not directly under a cabinet.
Benchmark Communities Limited Warranty Guidelines
During the orientation, we will confirm that all cabinet parts are installed and that their surfaces are in acceptable condition.
Alignment
Doors, drawer fronts, and handles should be level and even.
Operation
Cabinets should operate properly under normal use.
Separations
We will correct gaps between cabinets and the ceiling or cabinets and the walls by caulking or other means if the gap exceeds the Performance Quality standard in your Bonded Builders Limited Warranty Manual (locations behind appliances are exceptions from this repair).
Warping
If doors or drawer fronts warp in excess of the tolerances outlined in your Bonded Builders Limited Warranty Manual, we will correct this by adjustment or replacement.
Wood Grain
Readily noticeable variations in wood grain and color are normal in all wood or wood veneer selections. Replacements are not made due to such variations.
Weight Capacity
Your cabinets can accommodate a limited amount of weight. DO NOT OVERLOAD the cabinets with heavy items. In general, the cabinets are designed to hold approximately 15 lbs. for each square foot of cabinet space.
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CARPET
Homeowner Use and Maintenance Guidelines
Cleaning
You can add years to the life of your carpet with regular care. Carpet wears out because of foot traffic and dirt particles that get trampled deep into the pile beyond the suction of the vacuum. The dirt particles wear down the fibers like sandpaper and dull the carpet. The most important thing you can do to protect your carpet is to vacuum it frequently.
TIP:
Vacuum twice each week lightly and once a week thoroughly. Heavy traffic areas may require more frequent cleaning. A light vacuuming is three passes; a thorough job may need seven passes. A vacuum cleaner with a beater bar agitates the pile and is more effective in bringing dirt to the surface for easy removal.Crushing
Furniture and traffic may crush a carpet’s pile fibers. Frequent vacuuming in high traffic areas and glides or cups under heavy pieces of furniture can help prevent this. Rotating your furniture to change the traffic pattern in a room promotes more even wear. Some carpets resist matting and crushing because of their level of fiber, but this does not imply or guarantee that no matting or crushing will occur. Heavy traffic areas such as halls and stairways are more susceptible to wear and crushing. This is considered normal wear.
Fading
All carpets will slowly lose some color due to natural and artificial forces in the environment. You can delay this process by frequently removing soil with vacuuming, regularly changing air filters in heating and air conditioning systems, keeping humidity and room temperature from getting too high, and reducing sunlight exposure with window coverings.
Fuzzing
In loop carpets, fibers may break. Simply clip the excess fibers.
Pilling
Pilling or small balls of fiber can appear on your carpet, depending on the type of carpet fiber and the type of traffic. If this occurs, clip off the pills. If they cover a large area, seek professional advice.
Seams
There will be visible seams in the carpeting of your home. Carpet usually comes in 12-foot widths, making seams necessary in most rooms. Visible seams are not a defect unless they have been improperly made or the material has a defect, making the seam appear more pronounced than normal.
Carpet styles with low, tight naps result in the most visible seams (e.g., Berber
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S E C T I O N 5 — H O M E C O M P O N E N T S A N D T O P I C Swith time, use and vacuuming, the seams become less visible. You can see examples in the model homes of how carpet seams diminish after they have been vacuumed repeatedly and have experienced traffic.
Shading
Shading is an inherent quality of fine-cut pile carpets. Household traffic causes pile fibers to assume different angles; as a result, the carpet appears darker or lighter in these areas. A good vacuuming, which makes the pile all go in the same direction, provides a temporary remedy.
Shedding
New carpeting, especially pile, sheds bits of fiber for a period of time. Eventually these loose fibers are removed by vacuuming. Shedding usually occurs more with wool carpeting than with nylon or other synthetics.
Snags
Sharp-edged objects can grab or snag the carpet fiber. When this occurs, cut off the snag. If the snag is especially large, call a professional.
Sprouting
Occasionally you may find small tufts of fiber sprouting above the carpet surface. Simply use scissors to cut off the sprout. Do not attempt to pull it because other fibers will come out in the process.
Stains
No carpet is stain-proof. Although your carpet manufacturer designates your carpet as stain-resistant, some substances may still cause permanent staining. These include hair dyes, shoe polish, paints and India ink. Some substances destroy or change the color of carpets, including bleaches, acne medications, drain cleaners, plant food, insecticides, and food or beverages with strongly colored natural dyes as found in some brands of mustard and herbal tea.
TIP:
Refer to your care and maintenance brochures for recommended cleaning procedures for your particular fiber. Pretest any spot-removal solution in an inconspicuous area before using it in a large area. Apply several drops of the solution, hold a white tissue on the area, and count to ten. Examine both tissue and carpet for dye transfer and check for carpet damage.Static
Cooler temperatures outside often contribute to static electricity inside. You can install a humidifier to help control static build-up.
Benchmark Communities Limited Warranty Guidelines
During your orientation, we will confirm that your carpet is in acceptable condition. We will correct stains or spots noted at this time by cleaning, patching or replacement.
Benchmark Communities is not responsible for dye lot variations if replacements are made.
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EdgesEdges of carpet along moldings and edges of stairs should be held firmly in place. In some areas, metal or other edging material may be used where carpet meets another floor covering. There may be gaps where the carpet meets the baseboard in your home. The baseboard is held off of the floor so the carpet can fit underneath. The gapping is dependent on what type of carpet is installed. The shorter the nap in the carpet, the larger the gap will be.
Seams
Carpet seams will be visible. Benchmark Communities will repair any gaps or fraying.
CAULKING
Homeowner Use and Maintenance Guidelines
All materials used in the construction of your home have a certain degree of expansion and contraction. Different materials expand at different rates. Changes in weather, the surrounding temperature and settling are all forces contributing to the contraction, and expansion rates. These forces can cause both exterior and interior caulked seams to separate when different materials adjoin each other. This separation does not indicate improper workmanship. Time and weather will shrink and dry caulking so that it no longer provides a good seal. As routine maintenance, check the caulking and make needed repairs. Caulking compounds and dispenser guns are available at hardware stores. Read the manufacturer’s instructions carefully to be certain that you select an appropriate caulk for the intended purpose.
Colored Caulk
Colored caulking is available where larger selections are provided. As with any colored material, dye lots can vary.
Latex Caulk
Latex caulking is appropriate for an area that requires painting, such as along the stair stringer or where wood trim meets the wall.
Silicone Caulk
Caulking that contains silicone will not accept paint; it works best where water is present, for example, where tub meets tile or a sink meets a countertop.
Benchmark Communities Limited Warranty Guidelines
During the orientation we confirm that appropriate areas are adequately caulked.
One-Time Repair
We will touch up caulking one time during your materials and workmanship period. The caulking in the bathrooms and kitchen should be monitored very carefully and touched up by the homeowner when necessary. Benchmark Communities does touch up the caulk, but standard maintenance is required by the homeowner to prevent unnecessary damage.
See also Countertops (page 5.11), Expansion and Contraction (page 5.19), Stairs (page 5.46), and Wood Trim (page 5.53).
