Home Owner Actions

Potential Emergencies

• Fire/Smoke/Electrical Sparks

  In case of emergency

  Fire / Smoke / Electrical Sparks

  1. Evacuate everyone from the home immediately
  2. Call 911 from your cell phone or a neighbor's home.
  3. Call 877-507-0057 during business hours (Mon - Fri 8AM - 5PM EST) to notify us of the issue.
• Gas Leak (Excessive Gas Odor)

  Excessive Gas Odor

  Gas Leak

  1. Do not turn on/off any appliances or switches.
  2. Open windows in the home.
  3. Evacuate everyone from the home immediately.
  4. Call the emergency service number of your local gas company from your cell phone or a neighbor's home.
  5. Call 877-507-0057 during normal business hours (Mon - Fri 8AM - 5PM EST) to notify us of the issue.
• Gas Leak (Slight Gas Odor)

  Slight Gas Odor

  Gas Leak

  1. Turn off the gas valve for the appliance(s) you suspect is leaking gas.
  2. Call the emergency service number of your local gas company (if shutting off the valve does not stop the leak).
  3. For service after hours, contact the plumbing contractor identified in your New Home Orientation Kit.
  4. Call 877-507-0057 during normal business hours (Mon - Fri 8AM - 5PM EST) to notify us of the issue.
• Water Leak (Outside Source)

  Outside Source

  Water Leak

  Water can leak into your home various ways; such as the roof, the windows, the doors and cracks in the foundation.

  The source of a leak can be difficult to determine. In addition, external leaks cannot be repaired until the weather system causing the leak has stopped (such as a rainstorm or heavy amounts of snow on the roof or ground).

  It is best that you speak to one of our warranty professionals to determine the source of the leak and a repair strategy.

  Call 877-507-0057 during normal business hours (Mon - Fri 8AM - 5PM EST) to notify us of the issue.

  Until we can arrive at your home, below are some steps to try and contain the leak:

  1. Do not touch any electrical outlet or switch if you are in contact with water.
  2. Protect your valuables - move any items that can be damaged by the water.
  3. Try not to let the water stand; collect the water using a mop, bucket or towels.
  4. For water in your basement:
     • Verify your sump pump is operating.
     • Check that all areaways and drains are clear of debris.
• Plumbing Leak (Inside Water Source)

  Inside Water Source

  Plumbing Leak

  1. Turn off the valve for the water source. The valves are typically below the fixture (i.e., bottom-left of toilet, under the sinks, etc.)
  2. If you cannot identify the specific source of the leak, turn off the main water valve.
  3. For service after hours, contact the plumbing contractor identified in your New Home Orientation Kit.
  4. Please call 877-507-0057 during normal business hours (Mon - Fri 8AM - 5PM EST) to notify us of the issue.
• Carbon Monoxide

  Carbon Monoxide

  1. Call 911 and evacuate everyone out of the home immediately.
  2. Call 877-507-0057 during normal business hours (Mon - Fri 8AM - 5PM EST) to notify us of the issue.
• No Heat

  No forced air heating source throughout the entire home (Partial home or singular area not getting heat does not apply)

  No Heat

  1. Check following – Filter(s) are not blocked/dirty. Thermostat is on/has power and is set to heat. Panel breaker for furnace is not tripped. Condensate line is not clogged.
  2. If you own a gas furnace, make sure the gas valve is open(parallel to the gas line) and the emergency shut off switch(red plate light switch) is on. If your unit has power but no pilot light, turn the emergency switch off for 1 minute, turn back on and allow 3 minutes to see if your unit is able to restart itself. Ensure the screws for the door are snug so the pressure switch is engaged.
  3. If you own a Heat Pump (No gas, electric only) check to ensure the disconnect (exterior power shutoff) is in the on position. Reset the breaker on the furnace itself. Make sure the Heat Pump does not have any frozen lines.
  4. Contact the HVAC contractor identified in your New Home Orientation kit. Provide the information from your troubleshooting steps and schedule a service visit. (If you are calling outside of normal business hours, leave a voicemail with your troubleshooting information, your address and the best number to contact you).
  5. Notify the Customer Care Team by submitting an online warranty request or calling 877-507-0057 during normal business hours (Mon – Fri 8AM – 5PM EST) so your emergency can be documented in your home file and your Warranty Team can be informed.
• No Hot Water

  No hot water flowing through your entire home (Individual supply line concerns does not apply)

  No Hot Water

  1. Check the following – GFCI outlet is not tripped. Panel breaker is not tripped. Condensate line is not clogged.
  2. If you have a tankless hot water heater, check the unit for any possible error codes to provide to plumbing contractor.
  3. If you have a gas hot water heater, make sure the gas line is on (parallel to the gas line) and the emergency shut off switch(red plate switch) is on.
  4. Contact the Plumbing contractor identified in your New Home Orientation kit. Provide the information from your troubleshooting steps and schedule a service visit. (If you are calling outside of normal business hours, leave a voicemail with your troubleshooting information, your address and the best number to contact you).
  5. Notify the Customer Care Team by submitting an online warranty request or calling 877-507-0057 during normal business hours (Mon – Fri 8AM – 5PM EST) so your emergency can be documented in your home file and your Warranty Team can be informed.