We’re here for you, every step of the way!

As the owner of a De Young Properties home, you received our customized Homeowner Guide during the homeowner orientation. We hope you find this tool to be a convenient resource. Whether it’s a routine situation or an emergency, you have the information you need right at your fingertips!

For your convenience, click the “Submit A Request” button on this page to send your request to the Customer Experience Department. We look forward to working with you!

Each trade partner who builds and performs warranty work on your home has their own business hours of operation. Most of our trade partners are available for non-emergency issues in your home Monday-Friday from 8 a.m. until 3 p.m. For emergencies after hours, please submit a request here: deyoungproperties.com/customercare

Emergency service requests are those that involve water leaks, gas leaks, electrical problems, or air conditioner failure when outside temperature is above 90 degrees. Please note that community wide electricity failure is not uncommon during hot summer months on occasion. In this case, please contact your utility company for information. It is also important your utility company is contacted immediately if you believe there is a gas or propane leak.

Home maintenance is an important homeowner responsibility. Please refer to your Homeowner Guide for additional questions and concerns.

CAUTION: Failure to use manufacturer authorized contractors may void warranties. See your Homeowner Guide or Submit A Request here deyoungproperties.com/customercare

Weekly Maintenance – (Every Week)

Inspect and maintain grass height to 1.5-2 inches
Inspect and clean kitchen hood vent grease trap

Monthly Maintenance – (Every Month)

Inspect under sinks for minor leaks
Spray home for household pests
Inspect air conditioner upper condensate line – leaking indicates a clog in the lower line
Maintain all in-ground landscape drains, keeping drains free from debris
Inspect and clean debris in lavatory faucet and shower head aerators
Change air conditioning/heating filters and clean all registers
Adjust sprinkler times as needed due to seasonal weather changes
Check sprinkler water coverage and adjust/clean sprinkler heads as needed
Test all smoke and carbon monoxide detectors

Quarterly Maintenance – (Every 3 Months)

Inspect caulking around sinks, tubs, toilets and shower enclosures – maintain caulking when cracking or separation occurs
Inspect silicone around shower doors and enclosures for proper seal – repair as needed
Inspect and clean bathroom exhaust fans

Semi-annual Maintenance – (Every 6 Months)

Have your tankless water heater flushed by a certified technician
Have your roof system serviced by a manufacturer authorized licensed contractor – remove any debris and inspect/maintain all roof jacks, flashing and valleys
Replace batteries to HVAC thermostat
Replace batteries in all smoke and carbon monoxide detectors, test after replaced
Clean dryer vent
Inspect and replace shower door drip vinyl

Looking for DIY Homeowner Maintenance Tutorials? Click here to learn more!

FREQUENTLY ASKED QUESTIONS

What do I do if I have an emergency with a component of my home?

Emergencies are rare, but if one occurs, please submit a request through our website at www.deyoungproperties.com/customer-care/. Do not wait to address any emergency with a component of your home, as doing so may create more problems and peripheral damage. It is the homeowner’s responsibility to do all that is necessary to minimize any type of damage that may occur.

To contact us regarding an emergency, please submit a request through our website at www.deyoungproperties.com/customer-care/. If you ever feel a situation is physically unsafe it is important that all occupants vacate the home and you call 9-1-1 immediately.

What is considered an emergency with a component of my home?

What do I do if I have non-emergency items I would like addressed?

If you have any non-emergency items that you would like addressed during the term of your warranty, please either submit your request via our website (www.deyoungproperties.com/customer-care/) or through this Homeowner Portal. Once our team receives the service request, a representative will determine if it is a warrantable item. If an item is deemed to be warrantable, we will either schedule a day and time to inspect in person, or send a Work Order to the applicable trade partner to address the situation.

At times, items are considered to be Homeowner Maintenance, which is defined in your Homeowner’s Guide, and are considered to be non-warrantable. Please refer to your Homeowner’s Guide Chapter 6 for details about the length of warranty for each component of your home, as well as what kind of maintenance is required as a homeowner.

What do I do if I have an appliance that needs service or repair?

Your brand new General Electric appliances come with their own warranty. Therefore, it is important to contact GE directly for service or repair. Their number is 1-800-432-2737. Please take note that GE will ask you to provide the make, model, and possibly the serial number of the appliance needing service or repair. All of this information can generally be found on the appliance itself.

Your garbage disposal also comes with its own warranty from the manufacturer, InSinkErator. Once again, please contact them directly for service or repair. Their number is 1-800-558-5700.

When can I expect to have my warranty work performed?

After you submit your request, it typically takes two to three business days to process the request and make a determination. We may e-mail or call you for additional information to make sure there is a clear understanding of what you are describing. Therefore, please be as detailed as possible when submitting a request.

While we make every effort to complete your warranty work in a timely manner, there are some situations beyond our control that may delay that completion. The most common delaying factors are weather, or the wait time for delivery of new parts (in certain situations). Your Customer Experience Specialist or our trade partner will warn you if there is to be a significant, but unavoidable, delay.

What is the typical response time for a claim to be completed?

Typically, our trade partners are asked to have Work Orders scheduled or completed within 30 days. Often times the response time is much sooner.

If an inspection is required to determine warranty status, an appointment will be scheduled with the homeowner to view the area the homeowner is requesting to be addressed. Once warranty status is determined after the inspection, then another appointment may be scheduled to complete the repair. If the request is determined to be warrantable during the inspection appointment, most subcontractors will try to complete the repair at that time, provided that they have the necessary materials to complete the work. If the subcontractor is not able to complete the repair at the same time the inspection is performed, then another appointment will be necessary to complete the repair. In instances where the work needs to be completed after other issues are resolved, it may delay the response time.

How long does my home’s limited warranty coverage last?

Due to the varying lengths of warranty coverage for the components of your home we ask that you refer to your Homeowner Guide for more information on this. You may also contact a De Young Customer Experience Specialist help.

What about my belongings during a service appointment?

In all work that we perform for our homeowners, it is important to us that your personal belongings are protected. When warranty work is needed in your home, we ask that you remove vulnerable items or items that might make performing the repair difficult. Our employees and trade partners will reschedule the repair appointment rather than risk damaging your belongings.

What if an appointment is missed?

Good communication is a key to successful completion of warranty items. We strive to keep homeowners informed and to protect them from inconvenience. One of our challenges in this regard is when unexpected events sometimes result in missed appointments.

If one of our employees or trade partners will be late, he or she should contact you as soon as the delay is recognized, offering you a choice of a later time or a completely different appointment.

If you must miss an appointment, we appreciate being alerted as soon as you realize your schedule has changed. We can put work orders on “hold” for up to 30 days and re-activate them when your schedule offers a better opportunity to arrange access to the home.

Where can I find more information about caring for my home?

We provided a Homeowner’s Guide during your contract appointment. Chapter 6 is an excellent resource for information about caring for your home. The manual has valuable tips about home maintenance and troubleshooting issues with specific components of your home.

These and other informational guidelines are available in the Documents section of your online account.

What is the proper maintenance for my fence, and how do I keep it from warping and discoloring?

A new fence should be protected as soon as possible. Paint or stain all wood fencing every two years to ensure appearance and longevity. A stain coat helps keep the fence from turning gray. It is a good idea to choose either an oil base or water base stain product. Whatever you choose, read the label carefully, follow the manufacturer’s instructions, and apply using the specified brush, roller, paint pad or sprayer.

Also, keep dirt, irrigation, drainage, vegetation and weed whips away from all fences. If dirt is put against the fence it can rot the wood over time. Lots of water against the fence can also cause rotting.

Is my granite sealed and how often should it be sealed?

Your granite is sealed. It is recommended that you re-seal it every 6 months. When cleaning granite, be sure you do not use a citrus based cleaner. This could cause the surface to appear scratched.

My garbage disposal gets clogged a lot and has an odor coming from it.

To help prevent clogs, always use plenty of water when running the disposal, as it cools the motor and helps preserve its usable life. Allow the water to run 10 to 20 seconds after shutting off the disposal.

Also, never put large chunks of food in the disposal as it can cause the appliance to clog. It is also not recommended to dispose of grease down the disposal.

To eliminate odor, we recommend slicing a lemon into wedges and feeding the disposal two or three (not all at once). Ice cubes and baking soda can help eliminate odor, as well.

What special steps should I take in the spring to care for my home?

As spring approaches you can take a few key steps to ensure your home serves you well through the coming months. Please take time to check these items in and around your home (as they apply to you) and attend to any that need maintenance:

Check garage overhead door, tighten bolts as needed, and lubricate springs with motor oil. Have other repairs done by professionals.
Start and adjust sprinkler system. Test exterior faucets for broken pipes.
Clean gutters and confirm that downspouts or splash blocks drain away from the house.
Look for settling of backfill soils and fill in where needed.
Check exterior paint and stain surfaces (especially stained doors) and refinish as needed.
Plan your first barbecue of the season!

If you have questions about any of the above maintenance items, please refer to your Homeowner’s Manual, the National Home Maintenance Manual provided with your Homeowner’s Manual binder, or contact our Customer Experience Department for information.

What special steps should I take in the fall to care for my home?

As the colder weather approaches, you can take a few key steps to ensure your home serves you well through the coming months. Please take time to check these items in and around your home and attend to any that require maintenance:

Clean and test smoke and carbon monoxide alarms.
Test and reset ground fault circuit interrupter (GFCI) breakers.
Change or clean HVAC filters.
Check the operation of the heating system.
Adjust the direction and amount of air-flow from supply registers to confirm they meet your family’s needs.
Adjust or replace weather-stripping on exterior doors as needed.
Check the fit of exterior doors; thresholds are adjustable–use a quarter to turn the screws.
Check caulking, inside and out, and touch up as needed.
Insulate exterior water pipes in case of freezing temperatures, as this could break the pipes in extreme cases.
Check garage overhead door, tighten bolts as needed, and lubricate springs with motor oil.
Clean gutters, check downspouts; confirm that splash blocks drain away from the house.
Check foundation, concrete, and yard for settling; fill in as needed for positive drainage.
On pleasant days, open windows to allow house to breathe.
Review your fire escape plan with your family.
Decorate safely for the holidays. Do not overload circuits or use worn extension cords.
Plan in advance for extended absences from your home (i.e. vacation).

What can I do to ensure my heating and air conditioning system continues to work well for years to come?

We always recommend having your Heating, Ventilation, and Air Conditioning system serviced twice a year by a licensed mechanical contractor. However, there are a number of steps that you as the homeowner can take to ensure your HVAC system works to its potential for many years to come. To learn more about these steps, please refer to your Homeowner’s Manual, the National Home Maintenance Manual provided with your Homeowner’s Manual binder, or contact our Customer Experience Department.

What should I do if my home suffers from storm damage or other natural disasters?

We claim no responsibility for damage resulting from a natural disaster. We highly recommend you contact your homeowner’s insurance agent immediately. Contain the damage as much as possible without endangering yourself. In most situations, we recommend photographing the damage for reference.

How can I ensure my hardwood or laminate floor retains its beauty for years to come?

The warmth and ambiance of wood or laminate floors add something special to any decor. However, these materials are not impervious to normal wear, and we want you to know what to expect. Please keep in mind that preventive maintenance is the primary goal in caring for hardwood and laminate flooring.

Dimples – Placing heavy furniture or dropping heavy or sharp objects on hardwood floors can result in dimples.
Filmy Appearance – A white, filmy appearance can result from moisture, often from wet shoes or boots.
Furniture Legs – Install proper floor protectors on furniture placed on hardwood floors. Protectors will allow chairs to move easily over the floor without scuffing. Regularly change the protectors to remove any grit that may have accumulated.
Humidity – Wood floors respond noticeably to changes in humidity in your home, especially during winter months the individual planks or pieces will contract as water content changes. A humidifier helps but does not eliminate this reaction. Humidity should be at 30% to 35% during winter or as high as possible without frost developing on windows.
Mats and Area Rugs – Use protective mats at the exterior doors to help prevent sand and grit from getting on the floor. Gritty sand is wood flooring’s worst enemy. However, be aware that rubber backing on area rugs or mats are not recommended and can cause damage to the finish!
Recoat (site finished floors only) – If your floors have a polyurethane finish, you may want to have an extra coat of polyurethane applied by a qualified contractor within six months to one year. The exact timing will depend on your particular lifestyle. If another finish was used, refer to the manufacturer’s recommendations (refinished flooring only).
Separation – Expect some shrinkage during seasonal weather changes.
Shoes – Keep high heels in good repair. Heels that have lost their protective cap (thus exposing the fastening nail) can exert as much as 8,000 pounds of pressure per square inch on the floor. That’s enough to damage hardened concrete; it will mark your wood floor.
Spills – Clean up food spills immediately with a dry cloth. Use a floor cleaner solution for tough food spills.
Splinters – When floors are new, small splinters of wood can appear. Please call for service.
Sun Exposure – Exposure to direct sunlight can cause bleaching/darkening to hardwood floors, which can only be sanded out. To preserve the beauty of your hardwood floors, install and use window coverings in these areas.
Traffic Paths – A dulling of the finish in heavy traffic areas is likely.
Warping – Warping will occur if the floor repeatedly becomes wet or is thoroughly soaked even once. Slight warping in the area of heat vents or heat-producing appliances is also typical. Let flooring dry out 3 to 6 months minimum – the floor should flatten back down. Call for service after drying out period is completed.
Wax – Waxing and the use of products like oil soap are neither necessary nor recommended. Once you wax a polyurethane finish floor, recoating is difficult because the new finish will not bond to the wax. The preferred maintenance is preventive cleaning and recoating annually or as needed to maintain the desired luster.

How can I best care for my lawn and landscaping?

Please refer to your Homeowner’s Manual, or the National Home Maintenance Manual provided with your Homeowner’s Manual binder, for tips about caring for your lawn and landscaping. Take note that once you close escrow on your home, the landscape maintenance now falls under your responsibilities as a homeowner. We do not take responsibility for dead lawn or plants once escrow has closed.

Before overseeding, remember to fill any slight depressions with a light layer of topsoil. Minimize traffic of all kinds on newly seeded areas and avoid weed killer for at least 120 days. Keep the seed moist, not wet.
Apply appropriate fertilizer and weed and pest controls as needed for optimal growth (avoid weed killer for 120 days if the yard is new). Investigate organic compounds for additional protection of the environment.
Weeds will appear in your new lawn whether seed or sod is used. When soil is disturbed, dormant seeds come to the surface and germinate. The best control is a healthy lawn, achieved through regular care and attention.
Remember to water trees and shrubs during the summer or during warm dry periods in the winter.

Seeded yards, Sod, Landscape materials and Trees we install are not warranted. Existing trees and other plant materials that exist on the lot when construction begins are not warranted.

Warranty Manual