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Homeowner Resources

Quality Assurance

Classic Homes is committed to customer satisfaction. We go the extra mile for each customer, guaranteeing that your new-home experience meets our standards and your expectations. Every home is covered by our 10-year structural warranty.

After construction, we continue your Classic experience with a structured warranty program. We have a dedicated staff available to assist with questions and to help resolve any issues that arise. During your first year, Classic Homes’ service representatives perform walkthroughs at 90 days and 11 months, ensuring everything in your home functions properly.

We believe that to succeed we must embrace the opportunity to continuously improve our products and services provided to our customers. Recently, we’ve added more rigorous inspection to our walkthrough and quality control process, providing further assurances that our standards are met.

Ten-Point Quality Assurance
  • Superintendent conducts quality control inspections at major milestones
  • Customer walkthroughs: foundation, framing, electrical, close-in, homeowner orientation
  • Final quality control inspection (Vice President of Production & Warranty Service Manager)
  • Final Customer walkthrough with your Site Supervisor
  • 90-Day inspection/service appointment
  • 11-Month walkthrough/service
  • Dedicated email and phone support from our Warranty Team
  • 2-Year systems warranty (electrical, mechanical, plumbing)
  • 10-Year structural warranty
  • Complete vendor list for direct scheduling

 

One-Year “Call Anytime” Warranty Program

We encourage you to call our Customer Care Department anytime with any questions or warranty concerns you may have.

Call Anytime Program

Items from your Home Orientation Report (final walk through) will be the responsibility of your Builder and will be corrected within the first thirty (30) days after settlement, weather and access permitting. Items that you notice after settlement, and were not previously noted on any pre settlement list should be reported to our Customer Care Department. They will be your primary contact until the conclusion of your One-Year Anniversary Drywall Service.

You may initiate your service inquiry either by mail, telephone (301-251-1405), email customerservice@classichomesmd.com , or by faxing (301-251-1222) your concern to the Customer Care Department. All non-emergency inquiries will be responded to within 24-48 hours.

Upon receiving your service request, a Customer Care representative will contact you for an inspection appointment if one is necessary or they will directly issue a work order to the appropriate trade partner. Please note, for most service appointments you will have to allow access to your home between the hours of 7:30 a.m. and 3:30 p.m., Monday through Friday. Weather permitting and with your cooperation to obtain access to your home, all work will generally be completed within the following fourteen (14) days.

One-Year Anniversary Drywall Service

To make your home looking new and fresh even after one year we have introduced One-Year Anniversary Drywall Service just for Maryland customers only.

This one-year anniversary service marks the conclusion of your One-Year Classic Homes Limited Warranty. During the year, you will encounter nail pops and small cracks due to the settlement of your home and the change from the heating and cooling seasons. Because of these nail pops and cracks, Classic Homes recommends that you do not decoratively paint or install wallpaper in your home until after the completion of your One-Year Anniversary Drywall Service.

Just before the time of your one-year anniversary, you must schedule your one-time One-Year Anniversary Drywall Service with our Customer Care Dept to correct nail pops and drywall cracks that have taken place. The drywall contractor will point up nail pops, settlement cracks in the drywall, and seams that have puckered, leaving areas ready to sand and paint.

From time to time our customers apply custom mixed paint or stains in their new home after settlement. Please understand that with any custom paint color, normal touch-ups will be impossible to match, and will be readily visible. Likewise, standard surface products (such as wood fillers) or methods may not match as well as they do with standard materials.

Therefore any custom paint applied to your home will void the Classic homes warranty.

 

Seasonal Maintenance Tips

Like a car, your home needs regular maintenance and occasional tune-ups to stay in great shape. As the seasons change there are different tasks to complete to ensure your home remains in top condition, keeping it beautiful for years to come.

Preparing Your Home for Spring
When winter finally comes to end, Classic Homes would like to help you ensure that your home survived the harsh winter months, and is prepared for the coming spring showers and summer heat.

Roofing
Damaged shingles can allow water to find its way into your home.

  • Inspect your roof for any damage caused by the extreme winter temperatures, winds, ice and snow
  • Look for missing, broken or misshapen shingles.

 

Gutters and Downspouts
A clogged gutter can back up, causing water to wash over the sides of the house or into your roof, potentially causing all sorts of damage.

  • Check your gutters and downspouts to ensure that water is being diverted away from your home.
  • Gutters should be cleaned routinely to keep them free of leaves, branches and other debris.
  • Check for leaks along the seams and corners of your gutters.

 

Windows, Doors and Siding
Caulking is important, as it not only keeps cold air out of your home, but water as well. Make sure your caulk adheres properly. Clearing windows of debris can help prevent standing water.

  • 
Inspect your home’s windows, exterior doors, and siding, ensuring that caulk seals all gaps.
  • Check window screens, and make sure all windows are washed inside and out.

 

Detector Batteries
Experts recommend checking and/or changing detector batteries at least twice a year.

  • Check or change the batteries in your smoke and carbon monoxide detectors

 

Water, Heating and Cooling

All drains and vents should be inspected regularly. House bibs can also leak over time and may need to be replaced.

  • If your home has a sump pump, ensure that it is clear of debris, and there are no leaks.
  • Clean all vents of debris, dust, etc.
  • All drains in your home should be cleaned regularly.
  • Be sure to change or clean heating, ventilation and air conditioning filters.
  • Turn on and check your hose bibs (the outside faucet connecting your hose to your inside plumbing system.)
Preparing Your Home for Winter
When winter is approaching, follow these tips to help ensure that your home survives the harsh winter months.

Treating Ice
Protect your driveway, stoop and lead walk from winter damage.

  • Use of salt or chemical de-icers will damage concrete or asphalt.
  • We recommend using fresh sand or kitty litter instead.
  • Once the ice and snow has passed, it’s best to hose down your driveway and your vehicles of heavy salt de-icers from the roads.

 

Hose Bibs
Prevent problems caused by frozen external pipes.

  • Turn off the water to all outside hose bibs at the interior shut-off valve.
  • Drain remaining water to prevent it from freezing.
  • Disconnect all hoses.

 

Heat
Prevent problems caused by frozen internal pipes.

  • Always leave the heat on in your home in the winter, even if you plan to be away for weeks at a time.
  • Heat the entire home. Even that room in the far corner that no one uses.
  • Replace filters in the furnace and humidifier (if applicable).
  • Ensure that the condensation line is clear and draining properly.
  • Clear debris from around outdoor HVAC units.

 

Firepace
If your home has a wood burning fireplace, be sure it’s ready before using it.

  • Clean and inspect the fire box and chimney.
  • Check that the screen and air intake/outakes are clear.

 

Sump Pump
To prevent possible water damage, be sure your sump pump is working properly.

  • Ensure sump pump is operating correctly.
  • Check drainage lines for obstructions.

 

Gutters and Downspouts
Frozen gutters and downspouts can cause more serious problems than you might expect, including roof damage, leading to leaks into your home.
• Clear gutters, downspouts and ice dams before the winter weather sets in.

 

 

Flooring FAQs

Proper care of your flooring can help keep it looking like new for years to come.

Carpet Questions
I recently had new carpet installed and I have noticed that the carpet is shedding excessively. Is this
normal?

Carpet Manufacturers use a wide variety of different yarns in the manufacturing of carpet. Carpets that
shed have been constructed using a “staple” yarn. Staple yarns typically use 6” to 12” micro strands that
have been plied together. Because of this construction, carpets using this type of yarn will shed with
some carpets shedding more than others. The condition of excessive shedding will generally last no more
than 30 days, but can last up to 6 months. In addition, with some carpets, minor signs of shedding will
be evident throughout their entire existence. To avoid or reduce carpet shedding, seek carpets that have
been constructed using “continuous filament” or “long staple” yarns.

I just had new carpet installed and I can see the seams in the carpet. Is this a manufacturing or
installation defect?

Probably neither. Seams should be flat with no evidence of “peaking” and should not show any gaps in
the backing when you spread the carpet pile apart. They will and can show signs of shading (not
discoloration) where the two parts have been joined together. Carpet is the only textile where
consumers feel the seam must be invisible. Can you see the seams in upholstery, clothing, or drapery?
The answer is yes. A well made carpet seam in some cases will be invisible. It depends on the type of
material, the room layout, seam placement, and the level of professionalism under which the carpet was
installed. Some types of carpet seam far better than others. Consult your flooring professional for
advice on how to minimize (and in some cases eliminate) the visible nature of carpet seams.

How often should I have my carpets professionally cleaned and who should I contact to perform this
service?

Every household is different and the frequency of cleaning will vary from one to the next. You are the
best to judge as to what is the acceptable level of cleanliness you are seeking. When it is time to have
your carpets cleaned, we strongly recommend a professional cleaner. Stay away from the cleaners who
advertise low “whole house” specials. The shampoos used by these companies usually cause more harm
than good. These shampoos use positively charged ions (harsh to your carpet) and usually dry “tacky.”
This is why we commonly hear from homeowners that their carpet looks dingy a short time after having
it cleaned. Quality companies use quality shampoos that clean your carpet exceptionally well without
being too harsh. In addition, they are designed to crystallize when they dry and are removed by simply
vacuuming your carpet after 48 hours. You might pay twice the price with a certified professional, but
the added benefit is well worth the cost.

Where can I find warranty and care information for my carpet?
Please visit the manufacturer’s website for care and warranty information for the product you have
purchased. It is a good idea to have your flooring information (the flooring you had installed in your
home) on hand before going online.

I have been told excessive vacuuming of my carpet can be damaging to the carpet. Is this true?
No. In fact, frequent vacuuming is healthy for your carpet provided your vacuum is in good working
condition. Vacuuming provides removal of dirt particles which can cause abrasion to the carpet’s yarn
and lead to excessive wear. It is one of the best methods of assuring your carpet will stay looking it’s
best for years to come. Please remember to replace your vacuum cleaner bag or empty the canister
when it becomes one-third full. This will help ensure your vacuum cleaner is cleaning your carpet
effectively.

I have been told that upgrading my carpet cushion will dramatically increase the life of my carpet. Is
this true?

A quality carpet cushion will increase the life of the carpet. However, it is not a cure for an entry level
carpet with poor performance characteristics. Too many times we see an imbalance in the choices a
homeowner makes when selecting carpet and cushion. These products work in tandem with one
another. A mid-range quality carpet and cushion will easily outperform an entry level carpet with a highend
pad. Please keep in mind that all carpet looks great the day it is laid, but how it looks 5 years later is
a different matter. If you are unsure if you are selecting the best combination for your home, contact a
flooring professional for guidance on this issue.

I just had new carpet installed and I feel hard spots underneath my carpet that I hadn’t noticed
before. What is causing this?

While it might be a construction related issue, the most likely cause is the padding. Boned urethane
cushion sometimes contains “hard spots” created during the manufacturing process. This condition is
covered under the manufacturer’s warranty. Contact your homebuilder, contractor, or flooring
professional to schedule warranty service to correct this problem.

I have been told that I must use a firm cushion under my Berber carpet. Why can’t I use a more
comfortable pad?

Berber-styled carpets require a firmer cushion. Failure to do so may result in premature wear and
“peaking” of the carpet seams.

Hardwood Questions
My hardwood has gaps in several areas that did not exist before. Is this a manufacturing or
installation defect?

Probably not. In most cases, this condition occurs during the winter months. In-home heating, home contraction from the cold weather, and a lack of adequate moisture in the home’s air all contribute to this condition. Moisture has a direct effect on hardwood. Too little and gapping will occur. Too much and cupping will occur. Usually, this condition is considered normal if these gaps close during non-heating months. Most hardwood manufacturers recommend that the relative indoor humidity be kept at 30-55% and interior temperature levels to be maintained between 60-75 degrees. Be patient. Gaps that become noticeable in February many not completely close until July. The addition of a humidifier will help minimize, if not completely eliminate, this condition during the in-home heating months. For a more complete and in depth description of this condition and the possible causes, please visit
www.woodfloors.org.

I have an active household and my hardwood has some damaged areas I would like to fix. What are
my options?

Simple scratches and chips can be repaired using a touch up kit supplied by the manufacturer. These kits can be purchased through Carpet Warehouse, or, in some cases, may be purchased at one the home centers. Other more prominent damage may require replacement of the damaged boards.

Where can I find warranty and care information for my hardwood floor?
If you purchased your hardwood floor from Carpet Warehouse, please visit the manufacturer’s web site using the provided links. Here you will find the care and warranty information for the product you have purchased. It is a good idea to have your flooring information (the flooring you had installed in your home) on hand before going to this section.

What cleaner should be used to clean my hardwood floor? I have also heard using the wrong cleaner
can damage my hardwood. Is this correct?

First, be sure to use a good broom vacuum to remove all light debris from the hardwood. Do not use a vacuum with a “beater” bar as this may damage your hardwood. Second, an approved hardwood cleaner is strongly recommended for the cleaning of hardwood. These cleaners are usually found at professional flooring companies and in the flooring department of home centers. They have a high rate of evaporation which makes them ideal for cleaning hardwood. Using an improper cleaner that may contain too high of a water content or improper formula that can cause “blackening” between the boards if used over a period of time. Bona Hardwood Cleaner is the cleaner we recommend and can be found in numerous locations.

Vinyl Questions
Where can I find warranty and care information for my resilient vinyl floor?
Please visit the manufacturer’s web site. Here you will find the care and warranty information for the product you have purchased. It is a good idea to have your flooring information (the flooring you had installed in your home) on hand before going to this section.

I just removed an area rug in my bathroom and noticed that a yellow stain has appeared in the area
covered by the area rug. Is the vinyl defective?

Probably not. The condition described is usually the result of an area rug with latex backing being placed over a resilient vinyl floor that has a PVC wear layer. The latex backing reacts with the wear layer causing the floor to discolor. The area rug is the culprit here, not the vinyl. This does not constitute a manufacturing defect and is not covered under the manufacturer’s warranty.

I have noticed scuffs on my new resilient vinyl floor. Is this normal?
That depends on the product you have installed. Entry level resilient vinyl floors coated with PVC arte prone to scuffing. This is a normal characteristic of this type of resilient vinyl floor and does not constitute a defect. We recommend the use of Soft Scrub to remove these scuffs.

I have noticed lines underneath the vinyl which appear to be the subfloor showing through. Is this
normal?

No. What you are actually seeing is Lauan “ridging.” Lauan underlayment is a ¼” pre-sanded (on one side) sheet of plywood that has been installed over the subfloor prior to the installation of resilient vinyl. A number of conditions may be causing this problem. Excessive settling of a new home, excessive expansion and contraction of a home between seasons, excessive moisture, and improper installation of the Lauan underlayment are some of the causes. Contact your flooring professional to schedule an inspection to determine the cause of this problem.

I noticed a purple stain on my vinyl floor. I have tried to clean it, but to no avail. How do I remove
this stain without damaging my floor?

What you are probably seeing is mold or mildew that is growing under the vinyl. If enough moisture is present and the resilient vinyl has not built-in protection against this, a purplish stain will occur that cannot be removed. Most vinyl is treated during the manufacturing process to protect against this problem. If your vinyl was treated and this problem occurs, your flooring will be covered under the manufacturer’s warranty. Excessive moisture can also result in subfloor or underlayment damage. Please contact your flooring professional to determine the source of moisture and ways to address this problem.

 

Guidelines for Emergency Service

If you experience an emergency, we recommend the following steps toward resolving it. Please make particular note of the information pertaining to emergencies after normal business hours.

First Steps

Refer to your Homeowner’s Maintenance Manual and your warranty booklets, which address the most frequent items that commonly concern homeowners.

Refer to the back of this section of the Homeowner’s Journal for the names and emergency telephone numbers of plumbing, electrical, heating and cooling, roofing, siding and insulation subcontractors, as well as referring back to the Utility and Community Service listing in the previous section. Prior to calling one of these numbers, please read the guidelines below to see what constitutes an emergency. It is important that you only call these numbers if the problem cannot wait until normal working hours.

If you experience an emergency, you must immediately call your trade contractor. Additionally, contact Classic Homes’ Customer Care Department at (301) 251- 2001, and leave a clear message with your name, community address and home site, purpose for your call, and the phone numbers where and when you can be reached. During business hours 9 AM to 5 PM Monday through Friday. Do not call any employee or your house Superintendent Directly. All service calls are handled by the office by a separate warranty/Service Department.

What is an Emergency?

A quick guideline regarding whether or not a condition is considered an emergency is to ask yourself whether further property damage will result or if there will be a medical consequence if an item is left unattended by a professional until normal working hours. In general, if the answer is “yes”, then you should consider the situation an emergency. If the answer is “no,” please wait to call during our regular business hours.

Unnecessary calls interfere with more critical ones. In order to encourage careful use of emergency numbers, you may be charged a service fee if you request emergency service for a matter that is not a true emergency.

Electrical Issues

An emergency condition often exists when any part of the electrical system in your home is not functioning properly. Questions about the guidelines should be directed to your electrical subcontractor or electric service provider.

The following conditions, however, are not considered an emergency:

  1. Your circuit breakers are not in the full “ON” position.
  2. An appliance or light fixture is not operating properly and can be unplugged or turned off until normal business hours.
  3. Power outage exists outside your home.
  4. A Ground Fault Circuit Interrupter (GFCI) breaker is tripped or not reset.
Plumbing Issues

An emergency condition exists only when one of the following conditions exists:

  1. Water line leaks. Turn off water from the main water supply and contact the plumber listed on your subcontractor directory (found at the end of this section).
  2. No water supply is available. As long as water is available at some point inside your home, an emergency does not exist and corrective action should be taken during normal business hours.
  3. All toilets in the home are stopped up. If this condition results from improper use by the homeowner, a charge will normally be made for an emergency service call.
Heating and Air Conditioning

An emergency condition exists only in the following cases:

Heating. An emergency condition exists when there is no heat coming from the main system in your home. All service calls placed after normal business hours will be handled promptly.

Gas line leaks. Leave your home immediately and contact your gas service provider for immediate response.

Non Emergency – Cooling
All calls will be handled during normal business hours. Cooling failures do not constitute an emergency condition, unless a life-threatening health problem requires conditioned air in the home. Please consult with our Customer Care Department should you have any questions.

Roof Leak

An emergency condition often exists when you see water spotting on ceiling. Please check if it is due to excessive condensation. Please call the roofing company immediately and please inform the customer care department we will make every attempt to have some one at the first opportunity.

 

Effects of Nature on Your Home

At Classic Homes, we select the best available grade of materials; however, we want to alert you to the fact that the following forces of nature will still affect your home:

Humidity

Humidity has a big influence on the durability of your home and varies with the change in seasons. During the late spring and early summer, the humidity in your home increases due to the operation of your air conditioning system. During the late fall and winter, it decreases due to the operation of your heating system. These changes continuously cause contraction and expansion of the house’s structure and therefore these changes impact your trim, caulk and drywall.

Consequently, you should expect some cracks in your drywall and even your ceramic tile grout. Although Classic Homes provides you with a one-time One-Year Anniversary Drywall Service, you will continue to experience the effects of humidity for years to come. Please take this into consideration when planning your long-term home maintenance program and refer to your Homeowner’s Maintenance Manual for our care recommendations.

For Hardwood Floors: Please consider installing humidifier/dehumidifier at this time.

Sunlight

The exterior of your home is continuously exposed to sunlight. Although water from rain and snow is destructive to exterior trim, caulk and paint, it is sunlight that actually causes more wear and tear. Occasionally, you should expect to make repairs to exterior trim and caulking, as well as to repaint every two to three years. Please take this into consideration when planning your long-term home maintenance program and refer to your Homeowner’s Maintenance Manual for our care recommendations. Sunlight will also cause the siding, brick and painted surfaces to fade. This fading is to be expected due to the ultraviolet rays of the sun.

Salt

Salt and other de-icing chemicals used to melt snow and ice cause pitting and discoloration of the concrete. Even if you do not use salt, it can be tracked onto concrete surfaces from the street on feet or tires. In order to protect concrete from surface deterioration, we recommend the application of a concrete sealant available at most hardware or masonry supply houses that will help retard the deterioration of concrete surfaces. It is extremely important that you care for your concrete surfaces to avoid these problems, particularly during the winter months. Please refer to your Homeowner’s Maintenance Manual for our care recommendations.

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