General Home Warranty Information
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Q: How long is my home warranty valid?
A: The homeowner warranty is limited to one year from the date of closing.
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Q: Do I need to schedule a homeowner walk-through?
A: Yes. All new homeowners must schedule and complete a homeowner walk-through within 30 days of closing on their new home.
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Service & Maintenance Requests
 
Q: What is a Standard Service Request?
A: A standard service request covers non-emergency repairs that do not pose an immediate threat to safety or the integrity of your home. Examples include:
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• Small plumbing leaks

• Malfunctioning appliances (under warranty)

• Electrical issues (such as a non-working outlet)

• HVAC system problems (not related to filter changes)

• Door or window alignment issues

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Q: How do I submit a Standard Service Request?
A: For non-emergency maintenance, submit a request through the standard service portal or contact us during regular business hours.
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Q: How long does it take to receive service for a standard request?
A: Once your request is received, we will respond within 48 hours to schedule a home visit. Weekends and holidays are excluded from response times.
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Q: What maintenance is the homeowner responsible for?
A: Homeowners are responsible for:
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• Replacing air filters

• Changing light bulbs

• Cosmetic repairs (scratches, dents, paint touch-ups)

• Any damage caused by improper use or modifications

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Emergency Maintenance Requests
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Q: What is an Emergency Maintenance Request?
A: Emergency requests involve situations that pose an immediate threat to your safety, health, or the structural integrity of your home.
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Q: What qualifies as an emergency repair?
A: Emergency repairs include:
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• Fire – Call 911 first, then notify our emergency maintenance team.

• Gas leak – Evacuate immediately, call 911 and your gas provider, then contact us.

• Burst pipe or major water leak – Shut off the main water valve and call us.

• Power outage (not caused by the utility company) – Contact us for assistance.

• No heat in freezing temperatures – If temperatures are dangerously low and your heat is not working, call us.

• Sewage backup or overflowing toilet – If it is the only toilet in the home and cannot be stopped, call us.

• Broken door or window causing a security risk – If your home is unsecured due to damage, call us.

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Q: How do I report an emergency repair?
A: Call 843-849-HOME (4663)
*For life-threatening emergencies, call 911 first before reporting the home issue.
 
 
Homeowner Responsibilities & Maintenance
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Q: What should I do if my home has a water leak?
A: Check for leaks regularly and shut off the main water valve if necessary. Contact our maintenance team for assistance.
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Q: How do I maintain my heating system?
A: Change filters regularly and schedule an annual inspection. Never block vents, and avoid using unvented fuel heaters as they can cause condensation issues.
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Q: How do I prevent mold and moisture buildup?
A: Keep your home well-ventilated, use dehumidifiers, and fix any leaks promptly. Homeowners are responsible for moisture control.
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Homeowner Warranty & Claims
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Q: What does the home warranty cover?
A: The warranty covers defects in materials, workmanship, and design for one year from the date of closing.
 
Q: What is NOT covered under the home warranty?
A: The following are not covered:
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• Damage from improper installation or modifications

• Cosmetic issues not reported within 30 days of closing

• Mold, condensation, and moisture-related damage

• Normal wear and tear, including carpet stains and minor drywall cracks

• Damage from natural disasters or neglect

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Q: How do I file a warranty claim?
A: To file a claim, submit a written email request to our Warranty Manager, at service@hplacer.com, within the warranty period and provide a description of the issue.
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Moving & Relocating Your Home
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Q: Can I relocate my home?
A: Moving your home may void your warranty. Consult your home manufacturer before making any relocation plans.
 
Q: What should I do if I sell my home?
A: Provide the Homeowner’s Guide and warranty details to the new owner. The warranty does not transfer.