Flooring
For Mohawk Redwood Select what is the maximum allowable subfloor variation in a 10ft span?
3/16 inch
DRH provides warranty on water heaters for this amount of time
1 year
How often should a homeowner check or replace their HVAC intake filters?
3 Months.
-Should check every month and change every 30 days during fire seasons
What 2 things need to be in the attachments in able to close a billable task in Vendor Suite with a closure letter?
Closure letter and proof of sent email to homeowner.
Discussion: Photos. Photos. Photos.
This is a series of roof frame pieces that are connected to the supports and hold up the roofing and sheathing.
What time is the emergency call log due the following work day when you are on call?
Bonus Candy: Who is this sent to and who is CCd on this email?
9am
Bonus:
To: CA-Customer Service, CSR Assigned to Community
CC: Jason, Jerry, Sean, Shawnda
Are Chips, scratches, and stains on countertops warrantable?
Grey Area – No, not after the house closes escrow. I know we do address this issue sometimes up to the 30-day mark, room for discussion.
This document shows the drainage pattern and grading slopes.
What is Plot plan?
What email do the customers receive the surveys from?
surveys@drhorton.com
For MSI LVP what is the maximum allowable subfloor variation in a 6ft span?
1/8 inch
What part of the water heater needs to be exposed to the outside elements
What is a primary condensate line?
What is one of the main functions of an HRV (ERV)?
Helps HVAC design meet ventilation and energy standards, improves indoor air quality and reduces total HVAC equipment capacity, thereby reducing energy consumption.
How many hours do you have to contact the homeowner upon a service request submitted?
All service claims will be acknowledged by telephone within 72 hours of receipt.
Special piece of metal flashing that runs along the bottom of walls that wicks moisture out of holes that are located at the bottom of the flashing. It also acts as a ground that helps establish the stucco depth of the wall and serves as a control joint that runs along the bottom of the stucco walls.
What is a weep screed?
If a H/O calls the emergency number after hours about 3 rooms in their home not having any electricity, even after they checked their breakers and GFCI’s, is it considered an emergency?
No, only a total Electrical failure is considered an emergency, other than a neighborhood outage.
When a H/O asks what they should use to clean their countertops with, what should you say?
Always refer them to the manufacture’s recommendations. You may also say don’t use anything abrasive.
What interior components (not including items that drain into waste lines) drain on the exterior of the home.
Primary condensation line, secondary condensation line, water heater condensation line, water heater pressure release drain
In the case a homeowner brings a ladder, measuring tape, plug tester and blue tape to an Orientation what items would you ask the homeowner to return to their car?
Ladder and Blue Tape
(Discussion)
For Mohawk Solidtech Vinyl what is the maximum allowable subfloor variation in a 10ft span?
3/16 inch
For Rinnai Tankless water heaters, are these units allowed to touch a wall on the sides? If so, what is the variance for this?
1/2 inch
FYI: (2 inches to combustibles)
This unit is the energy recovery process in residential and commercial HVAC systems that exchanges the energy contained in normally exhausted air of a building or conditioned space, using it to treat (precondition) the incoming outdoor ventilation air.
Bonus Candy: What other term is this also called?
What is the function of an ERV?
Bonus: HRV
These are the four issues that define if an emergency call is a true emergency.
What is total electrical failure, Heating and Air Conditioning not functioning during extreme conditions, Plumbing leak which requires the supply to the home to be shut off, Roofing failure and rain is entering the home that cannot be stopped?
A simple term for the waterproof materials that help funnel water down to your shower drain and keep your walls dry.
What is a shower surround?
Yes – Send out the Plumber ASAP!
How long is caulking around the countertops, sinks, and backsplash warrantied for?
1 year from the close of escrow. Even though this is a homeowner maintenance issue, D.R. Horton will take care of it for the first year.
What is the minimum required slope towards the downspout for gutters.
Minimum slope is Level. Gutters have to be level or sloped towards the downspouts.
This 9 digit number is used to categized different communities for all of our departments.
How often does Mohawk require the carpet to be professionally cleaned to maintain warranty?
Every 12/18 months (Receipts required)
What is the standard temperature that hot water heaters are set at? True or False, can we adjust the temperature of a hot water heater upon a homeowners request? Why?
120 per California Health and Safety Code
Can cause first degree burns:
3 seconds at 140, 20 seconds at 130, 8 minutes at 120
If a homeowner has concrete work done in their backyard and they incorporate their primary condensate line into their landscaping drainage pipe without venting it properly (solid PVC pipe running into drainage pipe) and the condensate line backs up in the attic and causes a water leak, is it warrantable?
NO! Since the homeowner modified the condensate line, this would not be warrantable.
How long does the customer have to complete survey after the initial email is sent?
60 Days
Loose connections in electrical wiring, which can develop over time, and can sometimes become hot enough to ignite house fires. These breakers are used to reduce electrical fire threats by cutting power to the faulty circuit.
What is a Arc Fault Circuit Interrupter (AFCI)?
If a H/O calls the emergency number after hours on a hot summer evening about their A/C not cooling and their home is 9 months old, is it an emergency and should you send out the HVAC Trade?
The failure of the A/C is not normally considered an emergency unless the lack of A/C jeopardizes the health of someone in the home, or if the H/O says they have a baby. In this scenario Yes, it is an emergency, and you should send out our HVAC trade
If a home is more than a year old and a H/O submits a claim about their countertop not being level and sloped so that the water is traveling to the back of the countertop/backsplash area and puddling, is it a warrantable issue?
Bonus Candy: What kind of warrantable issue is this if so?
Yes – this would be considered a workmanship issue.
What is the minimum clearance for surfaces installed below the weep screeds.
2 inches
This document must be sent to you from the sales agent and attached to your Orientation in the case a HO cannot be present for their Orientation, and someone else stand in for them.
An addendum
For Mohawk Sheet Vinyl how long is Household Stain Resistant Warranty which ensures that your floor will resist permanent stains from common household products, excluding permanent marker, permanent dyes & finishing stains.
4 years
A homeowner calls the warranty emergency line on a Saturday at 1pm, states that they do not have hot water. Is this an emergency? And if so what would be your first step to help this homeowner?
Yes, this is an emergency.
First step would be to ask if the unit has power.
If a H/O submits a request during the first year about their A/C not cooling and you inspect to find out that they had their HVAC condenser pad removed, and had concrete poured under the unit, would this be a warrantable issue?
No. If the homeowner didn’t contact the original HVAC installer to have the unit moved/re-set for their 3rd party concrete work, this would be denied. (We may still want our HVAC installer to inspect)
This is a guideline designed and intended for use to provide prompt and fair resolution of construction defect claims in the interest of the consumers, homeowner and builders.
What is SB800?
This is a report that a CCR should request when JLS is sent for water intrusion and clearance testing
What is an Observation Report
If a H/O calls the emergency number after hours about a sink leaking when it’s in use on a three-year-old home, is it considered emergency?
No, if the leak is isolated to a particular area that has a separate shut-off valve, it is not an emergency.
If a H/O submits a request about their kitchen countertop seam not being even, what is the tolerance?
The tolerance/standard is 1/32 “ lippage.
What component on the interior of a home fills with water during certain weather conditions.
Window tracks
Please explain what the difference between the customer care code and cost code is
Customer care code is why or what the ticket/task is pertaining to and the cost code is directly related to what the task is being completed