Customer Care Home Warranty Manual

Transcription

1 Customer Care Home Warranty Manual Version N. Thornydale #120 Tucson AZ Phone Fax ROC # Page 1 of 50

2 Table of Contents COVER PAGE... 1 TABLE OF CONTENTS... 2 INTRODUCTION... 4 CONTACT INFORMATION... 5 EMERGENCY SERVICE... 6 GENERAL INFORMATION... 6 & TROUBLE SHOOTING... 8 EMERGENCY SHUT-OFF LOCATION... 8 HEATING & COOLING EMERGENCIES... 9 & TROUBLE SHOOTING... 9 PLUMBING & GAS EMERGENCIES & TROUBLE SHOOTING EMERGENCY SHUT-OFF LOCATIONS HOMEOWNER MAINTENANCE CHECKLIST & MAINTENANCE TIPS HOME WARRANTY INFORMATION APPLIANCES CABINETS COUNTERTOPS CERAMIC TILE CULTURED MARBLE DOORS & TRIM DRAINAGE DRYWALL ELECTRICAL FLOOR COVERINGS FOUNDATION & CONCRETE MAINTENANCE GARAGE DOOR GARAGE DOOR OPENER Page 2 of 50

3 HEATING & AIR CONDITIONING LANDSCAPING PAINT PLUMBING TERMITE PREVENTION TERMITE FAQ ROOFING STUCCO ADDITIONAL WARRANTY COVERAGE WARRANTY COVERAGE EXCLUSIONS HOMEOWNER S ASSOCIATIONS CUSTOMER CARE SERVICE REQUEST Page 3 of 50

4 Introduction CONGRATULATIONS AND WELCOME TO OUR FAMILY OF HOMEOWNERS. On behalf of everyone at Terrazzo Homes, We would like to express our sincere appreciation for your decision to purchase a new Terrazzo Home. We are confident that your home will be a continuous source of pleasure for you and your family. We work hard to provide the very best in new home value through the locations of our neighborhoods, the design of our floor plan, the uncompromising quality of our construction, and our commitment to unsurpassed customer service. We also know that the more you know about your new home, the better you ll be able to take care of it, and that means you ll enjoy it more. This Homeowner s Manual is designed to acquaint you with the variety of maintenance aspects common to home ownership. Here, you ll discover a tremendous amount of useful information that will guide you and help you handle most maintenance and service requirements. Please take time to review the information contained in this guide. Remember, if this guide does not answer all of your questions about home ownership, the customer care team at Terrazzo Homes will be glad to help you. Respectfully, Michael Leung Terrazzo Homes Page 4 of 50

5 Contact Information Terrazzo Homes 8710 N Thornydale #120 Tucson AZ Office Phone: (520) Fax: (520) customercare@terrazzohomes.com Page 5 of 50

6 Emergency Service GENERAL INFORMATION We define emergencies as problems that require non-business hour s attention to protect you and your family from harm and to avoid excessive damage to your property. However, call 911 for all fire, ambulance, and police emergencies that need immediate attention. For natural gas leaks or electrical problems outside your home please see the listings in your phone book for your utility provider, Southwest Gas, Tucson Electric Power Company or Trico Electric Cooperative, Inc. All cable television and telephone problems outside your home should be directed to your service provider. Here are some of the items that are considered emergencies or need action in a reasonable time to insure health, safety, and protection of your property: Whole House does not have electrical power inside the home. Power failures outside the home are the responsibility of the Electric Utility Company and should be contacted directly. Heating or Cooling system is not functioning properly for the appropriate season. Please see Heating and Cooling Emergencies and Trouble Shooting (page 9) for additional information. Condensate drain is plugged and causing water to leak inside home. Plumbing leaks that cannot be shut off at an angle stop or valve on a fixtures and whole house drain stoppages. Please review Plumbing Emergencies and Trouble Shooting (page 10) for additional information. Garage Door that does not open (broken springs) with all vehicles inside the garage. Before calling our emergency number we ask that you first review the preceding sections on electrical, heating & cooling, and plumbing trouble shooting and emergencies. This will reduce the risk of requesting emergency service that is not covered and any unnecessary aggravation and billable costs to you. However, should you need emergency service on your home the following steps should be followed. In case of an emergency, please take the following action: 1. During normal business hours, Monday Friday, 7:00 am to 5:00 pm, please call Terrazzo s Homes at (520) For non- business hours, weekends, and holiday emergency service., please call Terrazzo Homes at (520) and follow the instructions given to reach a Customer Care Representative. To help us expedite the service request we will need your name, address, subdivision (project name) and lot number if known. 3. Emergency Service Requests also need to be submitted in writing or use our Customer Care Request Form shortly after the work was done. The written request should include the nature of the emergency, date, approximate time, if the repair was temporary or permanent and if additional work needs to be completed. This information is important for the necessary follow up to your emergency request, for future reference, and to evaluate the service response. All emergencies should be reported promptly to avoid responsibility of unnecessary damage such as personal property being shifted to you. An example is a plumbing pipe that has been leaking for several days that damages or causes any or all of the following things to fail: flooring, whole cabinets, personal belongings or mold damage. Page 6 of 50

7 Please note that some emergency requests may be determined to be non-emergency during the initial evaluation by our service representative. Also we want you to be aware that portions of the work required to complete the repair may have to occur during normal business hours. Generally, they are the finish items such as drywall and paint. Our goal is to fix the emergency issue quickly and follow up with the right professionals to make your home whole again. Also note that certain emergency requests such as drain line blockages even though the service may be performed by a recommended company it will require payment at the time of service. A copy of the invoice with a description noting the cause of blockage will need to be submitted to us to determine responsibility and reimbursement if required. Our responsibility will be for the items related to the work preformed by Terrazzo Homes' subcontractors. Stoppages due to personal items, excessive paper or non construction items will not be Terrazzo Home s responsibility. All non-emergency or our normal service request procedures can be found on page 50 of this manual. Page 7 of 50

8 ELECTRICAL EMERGENCY & TROUBLE SHOOTING Terrazzo Homes has developed the following guidelines to help you analyze the most common emergency situations: Loss of all power -- Isolated to your home only. Power to the home from your electric utility provider has not been interrupted. Partial loss of power -- affecting a section of your home with sparking or popping at outlets, switches or fixtures. Most problems with electric service do not fall into an emergency category. Usually a lack of power to an outlet, switch or appliance involves one of these situations: 1. A "half-hot" outlet, with one side of a given outlet being controlled by a wall switch. 2. A tripped GFI circuit - many outlets in your home are protected against "Ground Fault" by these special circuits, especially in bathrooms, kitchen, garage and exterior. If an outlet in one of these locations does not have power, check all of the GFI outlets to verify that the circuit has not been tripped. The reset button will extend beyond the face of the outlet and needs only to be pushed in to reset the circuit. If it will not reset or does not restore power to the outlet, proceed to step A tripped circuit breaker - each electrical circuit is protected against an overload by the circuit breaker in the panel located outside of the garage. If too many appliances; tools or other items requiring power are used on one circuit, the breaker can trip, shutting off power to that section of the house, appliance, or lighting. A defective power cord or appliance can also trip a circuit. A tripped circuit breaker will appear out of alignment with the other switches. Simply switch the breaker to the "off' position and then back to the "on" position to reset the circuit. If the condition which created the short still exists, the breaker will trip again. 4. Arc Fault Circuit Interrupters (AFCI) are designed to trip a breaker if any type of electrical appliance is in the ON position when it is plugged in. This prevents an arc from jumping from the outlet to the plug of the appliance. AFCI s are required in all bedrooms and an electrical appliance as small as an alarm clock can cause a breaker to trip. Before you try to reset the tripped breaker, make sure all electrical appliances in the bedroom are in the off position or unplugged. Call us during normal business hours or mail in a Warranty Request Form once you have eliminated these conditions as the source of your electrical problem. EMERGENCY SHUT-OFF LOCATION Inside the circuit breaker panel located on the side of the house, the breaker labeled MAIN or DISCONNECT shuts off the entire house. Page 8 of 50

9 HEATING & COOLING EMERGENCIES & TROUBLE SHOOTING Please follow this trouble shooting checklist before contacting us for heating or air conditioning problems: 1. Is the thermostat properly set to heat or cool? 2. Is the bottom cover on the furnace properly in place? 3. Is the furnace plugged in and is the fuse at this receptacle in good condition? 4. Are the circuit breakers marked A/C in the ON" position? 5. Is the Disconnect fuse outside at the compressor bad? 6. Have the batteries in the thermostat been recently replaced? 7. If it is a heating issue, is the gas value on at the furnace? 8. Is the condensate drain plugged and causing a water leak inside the home? Note: Plugged condensate drains generally show up as a water leak in a wall or ceiling. If you answered "yes" to all the questions and the furnace or Air conditioning unit is still not heating or cooling properly please contact our customer care number (520) We understand the importance of your family s comfort in your home. If emergency service is required on your mechanical system our contractors pride themselves on providing emergency service during non-business hours. However, due to unavailable parts or high volume of service during a day it may be necessary to do a follow up call on another day. Rest assured we have your family s comfort in mind with a reimbursement policy for a night s stay at a local motel should this situation occur. Our customer care specialist has all the details. Now here is a few other maintenance items that can help you avoid unnecessary service and keep your mechanical systems performing properly. 1. Change the filter once a month or per the filter manufacturer s instructions. See Heating and Cooling Tips on page Clean the condensate drain twice a year to prevent blockage from dust, insects, etc. See Heating and Cooling Tips on page Have a yearly check and/or service of your heating and cooling system by a licensed mechanical contractor. This should include the condensate drain, coil, and refrigerate system. Page 9 of 50

10 PLUMBING & GAS EMERGENCIES & TROUBLE SHOOTING We hope water leaks never occur, but sometimes a leak does happen due to the constant pressure on plumbing pipe, fittings, and fixtures. While they should not be ignored, there are some plumbing leaks and/or drips that are not considered emergency service. The following is a partial list of typical non-emergency plumbing leaks or items that are repaired as a normal service request: 1. Common drips at fixtures: a. A shower head. b. A kitchen sink faucet c. A bathroom sink faucet d. Tub diverter faucet e. A hose bib 2. A toilet continuously runs and/or does not shut off. 3. The garbage disposal jams or does not turn on. See Trouble Shooting section. 4. The dishwasher leaks. The appliance manufacture could be responsible per their warranty. 5. The washing machine hose leaks. The appliance manufacture could be responsible per their warranty. A dripping faucet, running toilet, leaking dishwasher, washing machine, and water heater can be shut off at the angle stop or a valve. We hope you have remembered the location of the angle stop valves and the main shut off valve from your closing orientation. Any water leaks on the supply lines between the appliance or a plumbing fixture can be shut off at the angle stop or valve. As a homeowner minimizing the potential of excessive damage and mold from a leak is important. Therefore, most leaks should be dealt with immediately not only to avoid damage but also to save money on your water bill. You should always contact us if water is spraying from a leak in a wall or ceiling. We recommend you also contact us on dripping faucets for an inspection and help in facilitating a repair, replacement, or information on the manufacturer s warranty. If you need to shut off the entire plumbing to the house until help arrives due to a plumbing emergency the main shut off valve is located outside generally at the front hose bib. Remember plumbing emergencies are spraying water from pressure, leaks in walls, ceilings, and fixtures that cannot be shut off at an angle stop or individual shut off valve. Leaks at drains and toilets which are not spraying can be addressed during normal business hours. Detail the nature of the problem on a Warranty Request Form and send it to our office. Be sure to make a reasonable effort not to use the affected fixture as to prevent further water damage to your home and belongings. We require our contractor to check all drains prior to a home being occupied. A clogged drain is usually not related to the construction of the house. However, if a clogged drain does occur you may be required to call a recommended drain service company. There will be a service charge for clearing a clogged drain at the time of service. Please submit a copy of the invoice with a description noting the cause of blockage for our review. We will determine responsibility and reimbursement if required. Our warranty will be for the items related to the work preformed by Terrazzo Homes' subcontractors. Many stoppages are due to personal items, excessive paper or non construction items and will not be Terrazzo Home s responsibility. A lack of water to the entire house is typically the problem of the water company. They should be contacted directly. Please contact us if you have any questions concerning you plumbing and gas systems. Page 10 of 50

11 EMERGENCY SHUT-OFF LOCATIONS GAS The smell of rotten eggs signifies a gas leak. Any gas leak should be shut off immediately due to its highly flammable nature. If shutting off the gas appliance such as the range, water heater, furnace, or dryer at the wall valve does not eliminate the rotten smell then immediately shut off the entire gas system at the outside gas meter. Please be sure to open windows and unplug any electrical appliances and put out any burning objects such as candles, cigarettes, and fireplace. The gas meter is located near the breaker panel on the side of the house. The valve is located on the pipe coming out of the ground before the pipe enters the meter. Place a wrench on the handle of the valve (this looks like a latter I with a hole on the side of the valve) and turn until the I is at a right angle to the pipe. Then call the gas company. If the gas leak is from the valve to the range, water heater, or furnace please contact us. WATER Water leaks that cannot be shut off at the angle stop or valve underneath or above a fixture such as a toilet, sink, dishwasher, or water heater need to be turned off at the main water shut-off. The main water shut-off is under the exterior hose spigot near the front of the house on the pipe coming out of the ground. Turn this Handle clockwise to shut off all the water to your house. Then open the spigot to help drain the water remaining in the pipes. Occasionally the main shut-off may be located in the garage near the optional soft water loop. There is another shut-off valve in the water meter box near the street, on the street side of the meter. Even after you have turned off the water, your leak may still appear to be flowing. This is due to residual water pressure in the pipes. Page 11 of 50

12 Homeowner Maintenance CHECKLIST & MAINTENANCE TIPS Terrazzo Homes thanks you for the confidence in our product. We know the home you purchased could represents your most significant investment. In an effort to help you maintain your home we have provided the following homeowner maintenance checklist to assist you in getting the most out of your investment. MONTHLY Clean or replace the return air filter in the heating and cooling system (see your filter manufacture for replacement recommendations). Pour a mixture of 1 gallon of hot water and 1 cup of bleach down the Air Conditioning systems condensate air vent(s) during the AC season to prevent odors and blockage. 2 TO 3 MONTHS: Inspect the caulk around the sinks, tubs and showers. Caulk as needed. Inspect the roof drain pipes to verify they are clear of debris. Inspect plumbing drain fittings and p-traps under sinks and make sure they are hand tight. Feed your plants: Easter, Memorial Day, 4th of July and Labor Day (but not your cacti). 6 MONTHS: Inspect the foundation around the house for evidence of termites. Evidence of termites appears as small tubes of dirt running vertically from the ground to the stucco. Remember, you have a five year warranty against termites and should contact us if you have evidence of termites. ANNUALLY Prior to monsoon season and to the winter rains, hose off the excess dirt from the roof and inspect for excessive cracking of the painted roof surfaces. Visually inspect roof tile for cracked or loose tile. Inspect roof shingles for missing or damaged shingles. Prune and re-stake trees to provide appropriate support and properly developed growth. Inspect and repair any gaps found in the caulking at windows, doors and wood trim on the outside of your house. Inspect all natural wood finishes and oil, reseal or varnish as needed. Restore any damage caused by the rain to the swales and especially around the foundation of your house. Oil the moving parts of your overhead garage door. Test your smoke detectors (Replace back-up batteries if a continuous chirping sound is heard.) Test GFCI circuits. Service the heating and cooling system (clean condensate drain & coil and check refrigeration. Seal granite counters with Stone Care International s Stone Spray-N-Seal. Inspect your roof for any loose or broken tiles, roof coatings, sealing of penetrations, Loose singles or metal caps. (Note: Inspection and repairs should be performed by a licensed roofing contractor. Page 12 of 50

13 Home Warranty Information Terrazzo Homes warrants your home has been constructed with materials and workmanship of a quality that at a minimum meets the standard in the industry. To help you understand what the industry standards are we have provided a copy of the State of Arizona Registrar of Contractors Workmanship Standards booklet. The Registrar of Contractors Workmanship Standards can also be found on-line at We warrant that your home will be free of structural defects and delivery systems problems as covered in the Home Buyers Warranty 2-10 insurance program. Manufactured items such as, but not limited to faucets, appliances, heating and air conditioning are covered under their own manufacturer s warranties. Buyer s rights and Terrazzo Home s obligation under the warranty are limited to repair and/or replacement. This warranty shall not apply to any defects caused by, or arising from climatic conditions or from the normal characteristics of certain building materials, expansion, Contraction, Moisture, Humidity of any damage resulting form negligence, improper maintenance or abnormal use. Terrazzo Homes reserves the right to make repairs or correct any defects for which they are responsible according to the terms stipulated in this warranty at the time and in the manner deemed most advisable by the company and the State of Arizona Registrar of Contractors. NEW HOME ADJUSTMENTS - In the early days of occupancy of your new home, you may become aware that the home is adjusting to its location, your living habits and your heating and air conditioning requirements. The framing components of your home will adjust, causing occasional movement noises and the framing members settle into their permanent position. These movements are normal. Also, as time progresses, you may notice slight separation between construction products such as between base board moldings and drywall. While the individual components are securely attached, they are covered at their joints with caulking and/or paint, which will crack slightly as the components move. These hairline cracks can be cosmetically covered if so desired with caulking materials as you begin your personal program of homeowner preventative maintenance and care. Page 13 of 50

14 APPLIANCES WARRANTY COVERAGE FIRST YEAR - All appliances that are installed in your home are covered by the manufacturer's warranty. These warranties typically last for one year from the date of close of escrow. SECOND YEAR - No coverage: Should you experience a problem with your appliances consult your instruction manual for the particular appliance. If you are unable to correct the defect, call: General Electric Appliances The representative will help you determine the problem and advice as to the indicated repair. If there is a question regarding warranty coverage, contact Terrazzo Homes Customer Service Department Monday through Friday, 7:00 AM to 5:00 PM except holidays at (520) The appliances provided with your Terrazzo Home are warranted through the supplier and manufacturer directly. Read the information on each appliance and then keep the manuals in a safe, accessible place. During your walk-through, you were shown the location of the model and serial number for each appliance. Enter those numbers in the space provided below, along with the supplier s phone number and any 800 numbers provided by the manufacturer. We have provided space for all standard and optional appliances offered by Terrazzo Homes. Supplier: Manufacturer Information: Dishwasher: Model Serial Stove: Hood Fan: Model Serial Model Serial Microwave: Model Serial Cook Top: Model Serial Refrigerator: Model Serial Washer: Dryer: Oven: Other: Model Serial Model Serial Model Serial Model Serial Page 14 of 50

15 CABINETS WARRANTY COVERAGE FIRST YEAR - The cabinets in your home are warranted against failure due to material defects for a period of one year. SECOND YEAR - The cabinets in your home are warranted against failure due to poor workmanship for a period of two years. CABINETS Your cabinets are constructed of composition board material with laminated surface material of natural or synthetic materials. MAINTENANCE WOOD CABINET SURFACES - Wood cabinetry finishes may be cleaned and protected by using any commercially available cleaning polish. Terrazzo Homes recommends an emulsiontype cleaner (such as Murphy's Oil Soap). These are formulated without wax, petroleum solvents or silicones. The extended use of wax polishes can result in a wax film buildup, while the use of silicone polishes can harm the cabinet's finish. CLEANING AGENTS - Avoid spray-type polishes containing petroleum solvents, as they are flammable and toxic if swallowed. Use a damp cloth when cleaning normal household spills. After wiping thoroughly, dry the surface with a lint-free cotton cloth. For stubborn stains, it may be necessary to use a mild detergent with warm water. Always dry the surface immediately. Never use abrasive cleaners, scouring pads or powdered cleansers. Do not allow oven cleaner to touch any part of the cabinet. NOTE: Do not use a dish cloth to wipe your cabinet exterior, since it may contain remnants of grease or detergents. EVERYDAY CARE - It is important to wipe up spills and water marks as they occur. Give special attention to areas around the sink and dishwasher. Avoid draping damp or wet dish towels over the door of the sink base cabinet. Over time, this moisture can cause permanent water damage to the door. CARE AND CLEANING OF HARDWARE - Periodically, use mild soap and warm water to clean door/drawer knobs or pulls. Thoroughly dry all hardware joints and surfaces and the surrounding area with a clean, soft cloth. Buff hardware with a clean, dry cloth. Lubrication of hinges is not necessary; however, hinges can be cleaned or dusted using cotton-tipped swabs. CAUTION: Many brass and silver polishes contain harsh chemicals that can damage the hardware's surface. These polishes and cleaners are NOT recommended. Page 15 of 50

16 COUNTERTOPS WARRANTY COVERAGE FIRST YEAR - The countertops in your home are warranted against failure due to material defects for a period of one year. SECOND YEAR - The countertops in your home are warranted against failure due to poor workmanship for a period of two years. MAINTENANCE LAMINATE COUNTERTOPS - The laminate tops in your home are plastic which is formed over and glued to a composition board base. Though the surface is very hard, it will scratch easily. Add caulking as necessary from shrinkage or from settling of residence. Use paraffin wax (candles) in miter corners every 4-6 months to avoid water seepage and swelling of particle board. Never clean the surface with abrasive cleaners, never use the surface as a cutting board, and never allow hot items (200 degrees Fahrenheit) to stand on the surface. Use protective pads between all hot pots and pans and the laminate surface. Clean your laminate countertops with non-abrasive, liquid cleaners. GRANITE COUNTERTOPS - One of the most important principles of care of granite countertops is that you should always wipe spills immediately. Granite is somewhat absorbent, and can absorb stains if spills are left any length of time. A mild solution of dish washing liquid in warm water is fine for routine care of granite countertops. Using a soft cloth, give it a quick wipe every day. Stains are unlikely if the stone is sealed with a countertop sealant, but they can still happen. In severe cases, a stain may require a granite cleansing poultice. A poultice for care of granite countertops can be made by combining a tablespoon or two of dish soap with a cup of white flour and enough water to make a paste. To use the paste, spread it over the stain, and lay plastic wrap over the paste. By letting this set overnight, the flour will have time to absorb the stain back out of the granite counter top surface. It is also recommended that the countertop be resealed by the installing company every couple of years. The professional granite installer can also polish away scratches for you. CAULKING AND GROUT - To prevent water damage to countertops and drywall it is imperative to inspect and maintain caulk/grout at seams on kitchen/bathroom countertops and bathroom tub and shower surrounds. This is a homeowner's responsibility. Upon request by the owner, Terrazzo Homes will repair loose caulking/grouting around tubs and/or shower surrounds one time only within the first 12 months after closing. Page 16 of 50

17 CERAMIC TILE WARRANTY COVERAGE FIRST YEAR -The ceramic tile in your home is warranted against failure due to material defects for a period of one year. SECOND YEAR - The ceramic tile in your home is warranted against failure due to poor workmanship for a period of two years. MAINTENANCE Tile Care - Ceramic tile is a low-maintenance floor. For routine cleaning damp mopping with warm water and neutral ph cleaner is recommended. Rag mops are best. Do not vacuum a tile floor with an upright vacuum. The action of the beater-bar may chip your tile. Care should be taken not to drop or drag heavy objects as chipping may result. Adapters should be used on chair legs to prevent scratching. Dust mopping is acceptable in lieu of upright vacuums. Grout - Grout will vary in color and shading from area to area due to climate changes, moisture in the slab and other uncontrollable factors at installation. Grout will darken with age. Also, note that pet s claws can damage grout. Chipping or flaking is a natural characteristic of grout, and any repairs are considered a homeowner s responsibility. Grout repairs and caulking are made one-time within the first year. We suggest addressing at your One-Year Evaluation. Sealing Grout - Sealing grout is your decision and responsibility. Once grout has been sealed, ongoing maintenance of that seal is necessary and limited warranty coverage on grout that has been sealed is void. Terrazzo Homes would be happy to make grout repairs after grout has been sealed, but will not apply your sealant. Tile Installed Over Wood Sub Floors (Generally in Two Stories) - Due to the movement in wood sub floors the flooring will be installed with an industry-approved under layment for added support. However, it is not possible to completely eliminate cracks or separations from occurring. Due to the under layment, the tile may not join the carpet at the same height. You may experience some slight cracking in the grout lines between the tiles, especially at joints between ceramic and other materials. The ceramic tile contractor will repair such cracks only once during the first year of warranty coverage. Your homeowner, maintenance program should include regular repairs to cracked grout lines. * To make these repairs, simply apply tub and tile caulking material to the surface, rub it in with your finger and wipe the surface clean. This maintenance effort will help to insure that water does not seep behind tile surfaces causing long term damage. *The above maintenance applies to tub and shower tile and some floor tiles with white, non-sanded grout. For sanded grout at floors and countertops refer to manufacturer instructions that may be obtained from the tile subcontractor. Page 17 of 50

18 CULTURED MARBLE WARRANTY COVERAGE FIRST YEAR - The cultured marble surfaces in your home are warranted against failure due to material defects for a period of one year. SECOND YEAR - The cultured marble surfaces in your home are warranted against failure due to poor workmanship for a period of two years. MAINTENANCE The cultured marble surfaces in your home are particularly susceptible to damage caused by abuse from sharp objects. Clean your marble surfaces with non-abrasive liquid cleaners. Hard water deposits may collect on cultured marble surfaces and bath surrounds, and can be removed with a weak solution of water and ammonia. If you experience slight surface scratching on your cultured marble surfaces after closing, they can usually be professionally buffed out to remove the scratches. If you have questions regarding this service, contact the Customer Care for further information and a referral. Cultured marble surfaces will melt if subjected to extreme heat. Do not place hot appliances such as irons, hairdryers, etc. directly on the surface. Page 18 of 50

19 DOORS & TRIM WARRANTY COVERAGE FIRST YEAR - The doors in your home are warranted against failure due to material defects for a period of one year. SECOND YEAR - The doors in your home are warranted against failure due to poor workmanship for a period of two years. Exterior brass door hardware is not warranted against tarnishing, discoloration or finish failure. EXTERIOR DOORS - The exterior front doors on your home are insulated steel, fiberglass or wood doors which are hung in wood jambs. INTERIOR DOORS - The interior doors on your home are hollow core, faced with embossed composition board. The doors are hung in wood or composite jambs. MAINTENANCE Your home owner maintenance program should include regular hinge and hardware lubrication with light oil and biannual inspection of exterior natural wood finishes. If natural wood finishes appear to be extremely dry a coat of varnish is due. Do not allow the wood to begin peeling or cracking. To ensure long life of your door systems, avoid slamming doors. Frequent slamming will cause doors to move out of adjustment. This, in turn, may cause excessive wear on the hardware or allow weather penetration. You may experience periods of time when doors in your home stick as they are closed. This is usually caused by higher than normal humidity in the air. There is no warranty coverage for this temporary condition. If you experience doors that stick continuously regardless of the humidity, contact the Terrazzo Homes Customer Care Department. SLIDING GLASS DOORS - Always keep the bottom track of the door clean and free of dirt and sand. In addition, regularly spray the track and the wheels with a waterless silicone spray. Silicone is a colorless lubricant that won't stain or attract dust. TRIM MATERIALS MAINTENANCE - You may discover slight cracks between the base and case molding and the wall surface. This is normal because the molding is wood and the wall is drywall. These materials are not bonded together, the molding is nailed to the wall and the surface joints are caulked and painted. It is not necessary to repair these cracks, but if a crack develops and you want to repair it, simply fill it with caulking and touch it up with paint. Door case moldings will become soiled as you live in the house. To remove the soil, simply use a damp cloth and a non-abrasive liquid cleaning product. Page 19 of 50

20 DRAINAGE WARRANTY COVERAGE FIRST & SECOND YEAR The pre-established drainage system at your home is warranted for two years against failure to properly drain water from the property. *Backyards must be landscaped within 3 months of closing or the drainage warranty will be voided MAINTENANCE Your home has been graded, prior to your taking possession, so that all surface water will flow away from the foundation and toward the nearest drainage structure. The drainage arrangement is dictated by the design of the community, as approved by Pima County of other local municipalities and must be maintained, the warranty on the drainage system is void if altered of blocked by the introduction of landscaping or structural improvements (i.e., concrete slabs, swimming pools, storage building, landscaping, other hardscape materials, etc.). STANDING WATER You may notice some standing water which ponds immediately following rain storms. This puddle is normal and should dissipate within a forty-eight (48) hour period. If water stands for an excessive length of time the Customer Service Department should be contacted. DRAINAGE ALTERATIONS Should your landscaping plans include interruption of or alterations to the drainage system on your lot, you are responsible for reestablishing the drainage system. The re-establishing drainage system must prevent water from standing against any foundation and insure all water exits your lot at the pre-determined exit locations as originally established during construction. GUTTER SYSTEM In the event that you add gutter and down spouts, insure that the water exit point at each down spout is designed to channel the water to the pre-established drainage exit locations. BUILDING IMPROVEMENTS If you plan on building improvements at your home, such as patio slabs, swimming pools, storage building, etc., it is important that you consider the impact these structures may have on the drainage system at your lot. Avoid allowing building improvements to create a dam which retains rain water. It is your responsibility to insure that the integrity of the drainage system is maintained at all times. Page 20 of 50

21 DRYWALL WARRANTY COVERAGE FIRST YEAR - The drywall which is used in your home is warranted against failure due to material defects for a period of one year. SECOND YEAR - The drywall which is used in your home is warranted against failure due to poor workmanship for a period of two years. The interior drywall has been applied according to local codes and standards and then covered with a textured finish. This finish helps to limit the visibility of normal seam lines and joints. However, under certain lighting conditions you may still detect where the studs, rafters or joints are located. This condition, along with the occasional appearance of settlement cracks is normal in all drywall installations and is not warrantable. MAINTENANCE The interior walls of your home will require very little maintenance. You may notice hairline cracks or seam lines in the drywall surface. These are typically the result of normal settlement of the structure and are not covered by your warranty unless cracks exceed 1/8" in width. "Nail pops" and cracks which are covered by your warranty will be repaired only one time during the first year. Rubbing a small amount of latex caulk in the crack then painting over the repaired area after the caulking dries can easily cover hairline cracks. "Nail pops" can be easily repaired by lightly tapping the nail so that its head will sink below the surface of the drywall. Next fill the hammer mark with drywall patching compound, (found at any hardware or paint store) then touch up the dried repair. If you discover cracking or drywall failure which you feel exceeds the minimum described above, contact the Customer Care Department in writing. Page 21 of 50

22 ELECTRICAL WARRANTY COVERAGE FIRST YEAR - The electrical system in your home is warranted for one year against the following: 1. Defective electrical circuits 2. Defective switches and outlets 3. Defective light or other electrical fixtures SECOND YEAR - The electrical system is warranted for against failure due to poor workmanship for a period of two years. Light bulbs are not warranted. MAINTENANCE SWITCHED OUTLETS - Typically each bedroom is equipped with an electrical duplex outlet, half of which is controlled by a switch on the wall. If you discover an outlet which seems to be dead, check the wall switch. This may be the switched outlet in the room. CIRCUIT BREAKERS - The circuit breaker switches are enclosed in the electrical service panel and all switches should be in the ON position. The panel has been labeled to indicate the circuit controlled by each breaker switch. If the breaker has released, reset it by moving to the full OFF position and then back to ON. If the breaker continues to release and will not stay in the ON position, turn to the OFF position and determine if the appliance you are using has overloaded the circuit. If the problem persists, contact Terrazzo Homes Customer Care Representative. POWER FAILURES - If you experience a power failure in your home, first check the main circuit breaker and the secondary breakers inside electrical panel to ensure that the problem is not in the electrical system. If the main breaker and all secondary breakers are turned on, contact Tucson Electric Power (See Emergency Service Section, Page 6) to determine the course and duration of the power of failures. The electrical system is designed for normal residential use by professionals to comply with local, state, and national standards. Any changes or additions to your electrical system can result in damage. Consult a licensed electrician for any changes. To activate the main electrical panel for your home, follow the procedure outlined below: 1. Turn all lower breakers to the OFF position. 2. Turn main breaker located at top of panel to the ON position. 3. Turn all remaining breakers to the ON position. 4. If breakers do not stay on, turn to OFF position and reset. 5. If breaker still does not stay on, please contact Customer Care Page 22 of 50

23 GROUND FAULT CIRCUIT INTERRUPTERS (GFCI) - In certain areas of your home the electrical outlets are controlled by Ground Fault Circuit Interrupters which are super sensitive breakers located between the main electrical panel and the electrical outlet. These outlets are typically located in areas where the risk of electrical shock is greater than normal, (i.e., bathrooms, kitchens, garage and exterior outlet locations). These breakers will trip (turn the current off automatically) if there is a surge of power at the outlet or if the outlet gets wet. If you attempt to use an electrical outlet and no power is available, first check the nearest GFCI outlet (typically located in the kitchen and the master bathroom) and push the reset button. If power is not restored after resetting the GFCI, check the breakers in the electrical panel. Since GFCI outlets are very sensitive and can be tripped by the slightest power surge, never use GFCI outlets to provide electrical power to appliances which require continuous power or have high amperage ratings such as food freezers or refrigerators. Ground Fault Circuit Interrupters should be tested on a semi-annual basis to insure proper operation. Testing procedures are as follows: 1. Push the TEST button. The reset button should then pop out from the inner surface and result in a loss of power to all outlets protected by the GFCI circuitry. 2. To verify the power is off plug a test lamp into each GFCI outlet. 3. If the reset button does not pop out, or if the reset button does pop out and the test lamp remains lit, do not use any outlets on the circuit. Call your Customer Care Representative. 4. If the GFCI tests properly, restore power by pushing the reset. It must be pushed firmly and fully into place until it locks and should remain depressed after the pressure has been relieved. After the reset button has been set, the test lamp should again light. 5. If the GFCI fails to reset properly, do not use, and Please call Terrazzo Homes Customer Care at (520) CAUTION: Do not use a GFCI outlet for a refrigerator or freezer. If any outlet trips the circuit, power to all GFCI outlets will be interrupted. Do not plug in any timing device into GFCI receptacle. Arc Fault Circuit Interrupters (AFCIs) - are newly-developed electrical devices designed to protect against fires caused by arcing faults in the home electrical wiring. An AFCI provides a higher level of protection than a standard circuit breaker by detecting and removing the hazardous arcing condition before it becomes a fire hazard. Arc Fault Circuit Interrupters (AFCI) are designed to trip a breaker if any type of electrical appliance is in the ON position when it is plugged in. This prevents an arc from jumping from the outlet to the plug of the appliance. AFCI s are required in all bedrooms and an electrical appliance as small as an alarm clock can cause a breaker to trip. Before you try to reset the tripped breaker, make sure all electrical appliances in the bedroom are in the off position or unplugged.. SMOKE DETECTOR - Smoke detectors have been installed in your home in compliance with building code requirements. Your smoke detector is directly wired into the electrical system of your home and also contains a battery backup. You can check the serviceability of your smoke detector by pressing the test button on the face of the smoke detector. If the unit is operating properly, it will begin to make a shrill sound and it will continue making this sound until you release the test button. If your smoke detector makes a continuous chirping sound, that is usually an indication that the battery needs to be changed. This is a homeowner maintenance responsibility. High humidity can, at times, cause point contact to occur and thus cause the unit to chirp as if the battery is low. Batteries are not warranted Page 23 of 50

24 Common Problems and Remedies 1. Wall switch inoperable: When there are no ceiling lights in a room, the top or bottom half of one receptacle may be operated by a wall switch. 2. No power to lights or receptacle: Circuit breaker is off and must be reset. 3 Garbage disposal does not work: Verify electrical cord is plugged in. Push reset button on bottom of disposal and retry to turn on. 4. Electric or gas water heater not operating: Verify tank is filled with water and check circuit breaker and gas valve for ON position. Call your Customer Care Representative if this procedure does not solve the problem. NOTE: Do not exceed maximum wattage bulbs listed for light fixtures. Light bulbs or light tubes have been installed in all light fixtures for your convenience. However, the life of the lamp or tube is not guaranteed. The homeowner is responsible for replacements. Page 24 of 50

25 FLOOR COVERINGS WARRANTY COVERAGE FIRST YEAR - The floor coverings which have been installed in your home are warranted against failure due to material defects for a period of one year. SECOND YEAR - The floor coverings which have been installed in your home are warranted against failure due to poor workmanship for a period of two years. MAINTENANCE The flooring in your new home will last longer if you provide routine maintenance and care. Wear socks or shoes while on carpet, since the oils from bare feet can build up and cause the carpet to matte and get soiled. The Terrazzo Homes limited warranty is limited to flooring materials that were provided and installed by Terrazzo Homes. We will attempt to eliminate any floor squeaks in your home, on a one-time basis, during the first year. Please inspect your flooring carefully during your new home orientation. Any damage or defects in your flooring will be noted at the time of the new home orientation. Subsequent damage, including broken tile, scratched wood flooring, torn carpeting and scuffed vinyl, is not covered under the limited warranty and is the responsibility of the homeowner. CARPET - Vacuum your carpet surfaces regularly using a vacuum with a power head to agitate and raise the nap, especially in high traffic areas. Carpet, which is not regularly vacuumed, will become matted and may not respond to attempts to raise the nap. If plastic mats, or any object or material that can trap moisture below the surface is placed on carpeted areas, these object/materials must be picked up regularly to allow the carpeted area to breath. This will avoid mold or mildew forming in the carpet and pad. If such damage occurs it is not covered under the warranty. Bleaches, chemicals, sunlight and urine will discolor carpet. Remove spills immediately after they occur. Assume that all spills will stain. Remove spilled material by blotting the surface with white absorbent cloth or paper towels. Follow by rinsing the surface with clean water then dry the surface thoroughly with a clean cloth or paper towel. Stains which can not be cleaned with water should be spot cleaned with carpet cleaner. When using cleaning agents, always follow the directions on the container. Cleaning agents are sometimes very strong. Be sure to test them on an inconspicuous area before applying them on the soiled area. After the carpet is dry, gently brush the surface to restore the pile. Carpet which mats, discolors or stains because of inadequate maintenance or abuse is not warranted. Stains - Stain resistant products are warranted by the specific fiber manufacturer, DuPont Stain master, Wear Dated, and 3M Stain Release, Anso. Information on your particular stain block provider can be found in the information you received at the time you colorized your home. Standard carpet has no stain protection. Unfortunately no carpet is totally stain proof. A few examples of stains that cannot be removed include: acidic toilet bowl cleaners, acne medication, alkaline drain cleaners, chlorinated bleaches, hair dyes, iodine, insecticides, mustards with turmeric, plant fertilizers, herbal tea, human and animal vomit, urine, and feces. The maintenance instructions supplied by the fiber manufacturers should be Page 25 of 50

26 read thoroughly to understand cleanup procedures and limitations. Any claims for staining must be filed directly with the fiber manufacturer. In addition, please send a copy of all correspondence to Terrazzo Homes. RESILIENT VINYL FLOORS - Vinyl surfaces are strong but can be gouged, stained or scratched. Keep your vinyl surfaces clean at all times. Always use floor protective pads under heavy furniture. When moving heavy appliances or furniture, place a piece of carpet on the floor with the nap side facing the vinyl surface. Gently slide the heavy object across the surface. It is good maintenance to regularly sweep or vacuum and mop your vinyl surfaces to keep them bright and shiny. Always wipe up spills immediately and clean the surface in the area of the spill with clean water. Most vinyl floor surfaces never need polish or wax. Place mats at outside entrances to prevent dirt, grit and soil from being tracked onto your floor. Use 100% latex backed mats, because some rubber backed mats or carpets may permanently stain your floor. Protect against indentations and furniture damage. Always make sure furniture legs have large surface and non-staining foot protectors on the floor surface. We recommend that you: 1. Replace small, narrow metal or dome shaped glides. 2. Use hard, plastic casters and cups because some types of rubber casters and cups may permanently stain your floor. 3. Use non-staining rubber-surfaced wheels that are a minimum ¾ wide instead of metal casters. 4. All glides and furniture cups should be covered with felt pads. The pads should be checked periodically for grit and wear, and replaced when necessary. 5. All types of floor coverings are subject to variations in color, texture, and shade variation and markings. Samples provided to you are only typical of the average color, texture, shading and markings. An exact match is neither implied nor guaranteed. Page 26 of 50