The Benchmark Communities Planner

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1 Benchmark Communities HOMEOWNER MANUAL a reference guide on caring for your new home

2 2015 by Benchmark Communities South East Division All rights reserved. First edition 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 99 Almaden Blvd., Suite 400, San Jose, CA It is the intent of Benchmark Communities to strictly enforce this copyright. Published by Benchmark Communities. Printed in the United States of America.

3 welcome 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, Benchmark Communities

4 table of contents 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. 1 what happens next 1.1 Construction of Your Home 1.1 Caring for Your Home 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 pre-close orientation 3.1 Who Attends the PCO? 3.1 Our Commitment 3.1

5 4 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 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 Furnace 5.21

6 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 What is Not Covered? 5.53

7 SECTION 1 WHAT HAPPENS NEXT 1 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. See Section 2, Construction of Your Home, for more detail. BENCHMARK COMMUNITIES PAGE 1.1

8 BENCHMARK COMMUNITIES HOMEOWNER MANUAL 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. PAGE 1.2 BENCHMARK COMMUNITIES

9 SECTION 2 CONSTRUCTION OF YOUR HOME 2 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. BENCHMARK COMMUNITIES PAGE 2.1

10 BENCHMARK COMMUNITIES HOMEOWNER MANUAL 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 delivery date. PAGE 2.2 BENCHMARK COMMUNITIES

11 SECTION 2 CONSTRUCTION OF YOUR HOME 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. BENCHMARK COMMUNITIES PAGE 2.3

12 BENCHMARK COMMUNITIES HOMEOWNER MANUAL 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. PAGE 2.4 BENCHMARK COMMUNITIES

13 SECTION 2 CONSTRUCTION OF YOUR HOME 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. BENCHMARK COMMUNITIES PAGE 2.5

14 SECTION 3 PRE-CLOSE ORIENTATION 3 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. BENCHMARK COMMUNITIES PAGE 3.1

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16 SECTION 4 CARING FOR YOUR HOME 4 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 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 homecare 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. BENCHMARK COMMUNITIES PAGE 4.1

17 BENCHMARK COMMUNITIES HOMEOWNER MANUAL 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! PAGE 4.2 BENCHMARK COMMUNITIES

18 SECTION 4 CARING FOR YOUR HOME In 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 us at customercare@benchmarkcommunities.com. 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) 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 with emergency repair companies in your area in the event you need a locksmith, water extraction, glass breakage repair, or sewer router service. BENCHMARK COMMUNITIES PAGE 4.3

19 BENCHMARK COMMUNITIES HOMEOWNER MANUAL 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 to us at our National Customer Relations Department ( to CustomerCare@BenchmarkCommunities.com or fax to ). 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. PAGE 4.4 BENCHMARK COMMUNITIES

20 SECTION 4 CARING FOR YOUR HOME WARRANTY 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. BENCHMARK COMMUNITIES PAGE 4.5

21 BENCHMARK COMMUNITIES HOMEOWNER MANUAL 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 A sample Warranty Service Request Form can be found on the next page. PAGE 4.6 BENCHMARK COMMUNITIES

22 SECTION 4 CARING FOR YOUR HOME WARRANTY SERVICE REQUEST FORM Date of Request Date Home Closed Community/Lot Name 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 or us at customercare@benchmarkcommunities.com. NOTE: If you require warranty service on your appliances, please contact the manufacturer directly to schedule service BENCHMARK COMMUNITIES PAGE 4.7

23 BENCHMARK COMMUNITIES HOMEOWNER MANUAL 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. PAGE 4.8 BENCHMARK COMMUNITIES

24 SECTION 4 CARING FOR YOUR HOME Electrical 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 BENCHMARK COMMUNITIES PAGE 4.9

25 BENCHMARK COMMUNITIES HOMEOWNER MANUAL 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 Carpet clean Caulking (Exterior) Caulking (Interior) Change Smoke Detector/ CO Batteries Doors/Windows Annually Annually Seasonally Quarterly Bi-Annually 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 Stripping Seasonally PAGE 4.10 BENCHMARK COMMUNITIES

26 SECTION 5 HOME COMPONENTS AND TOPICS 5 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 What is Not Covered? 5.53 BENCHMARK COMMUNITIES PAGE 5.1

27 BENCHMARK COMMUNITIES HOMEOWNER MANUAL 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. PAGE 5.2 BENCHMARK COMMUNITIES

28 SECTION 5 HOME COMPONENTS AND TOPICS Coolant The 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. BENCHMARK COMMUNITIES PAGE 5.3

29 BENCHMARK COMMUNITIES HOMEOWNER MANUAL 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. PAGE 5.4 BENCHMARK COMMUNITIES