THE WARRANTY PROCESS
Emergency resources
Submit a claimABOUT THE WARRANTY PROCESS
We hope you're enjoying your home! While we always strive for perfection, we realize warranties exist for a reason. Our warranty is in place to protect you from catastrophic loss; it does not cover cosmetic items. In the unlikely event you should have an issue with your new Keystone home, determine whether the issue is an emergency or non-emergency before filing your claim, then click the link above to submit your repair request. Keep in mind, non-emergency warranty requests can take a few weeks to address.
Your warranty issues are important to us. If you're having an issue submitting your repair request, email Joey McCord at warranty@buildkeystone.com or call 706-538-4880. For additional information download step-by-step instructions below.
For storm related claims, please click here.
START HERE
Is your item warrantable?
Please see the warranty manual to see if your issue is covered in your warranty.
NEXT UP
Is it an emergency or not?
Please check the Emergency Resources to determine if your issue qualifies as an emergency repair. If so, follow the instructions to contact the appropriate trade partner. You should receive a response the same day and our trade partners will make their best effort to repair the issue(s) within 48 hours. If your issue does not qualify as an emergency, please continue to step 3.
LASTLY
Non-urgent repairs
If your issue is considered a non-urgent repair and covered under your warranty, please submit your request via our online system. Someone from our warranty department should call to schedule your repair within 48 business hours. We will make it a priority to address and resolve your repair request as quickly as possible. However, it may take up to two weeks to resolve.
YOUR WARRANTY AND MOTHER NATURE
We hope it never happens to you, but damage from high winds, hail, lightning, and flooding is inevitable in our area. Damages caused by storms should be referred to your homeowner's insurance carrier since the builder is not responsible for storm damage as described in your Limited Warranty Agreement. Under the terms of the warranty received in connection with the purchase of a home built by Keystone Homes. Keystone Homes, Inc. is responsible for correcting defects in materials and workmanship.
FIVE STEPS TO FOLLOW WHEN STORM DAMAGE OCCURS
In the event your home is damaged by a storm, there are certain steps you should take to secure your property and start the repair process.
Step 1: Assess the Damage
After the storm has passed, you should inspect your home inside and out for damage and take photos or record videos of every area damaged. Heavy winds and rain can create physical hazards such as collapsed roofing materials, window damage, collapsed walls or standing water in the basement or home interior. There is a good chance there will be slippery areas inside and outside, downed electrical lines, loose floorboards or fallen sheetrock. So, before you do a thorough walk-through follow these safety tips:
Before going out, check the local news to make sure your area is safe.
- Look for hazards such as broken glass and exposed nails.
- Always assume that downed power lines are energized and dangerous. Stay at least 10 feet away and alert the police and utility company.
- Avoid standing water, particularly if there are near downed power lines.
- Avoid checking for water or storm damage after dark. If you do so, carry a flashlight instead of a candle or other open flame. This will alleviate the risk of a fire or explosion from a damaged gas line.
Take pictures of any damage that occurred because of the storm. Use your smartphone or camera and take closeup detailed images of all damage and pair them with any "before" pictures you might have had. This will help give your insurance agent a better idea of exactly how much damage was done by the storm. In the event of roof damage, don't attempt to take the pictures yourself. Your insurance company will send a roofer, or an adjuster and they will take the pictures needed.
Step 2: Secure Your Property
While it is not a good idea to start repairs before contacting your insurance company, it is okay to secure your property to prevent further injury. It is okay, for example, to cover broken windows with plywood or a tarp. Several contractors specialize in getting your home buttoned up after a storm and it is best to use one of them, especially if your roof is damaged. They have the tarps and know-how to weatherproof your home until repairs can be made.
Step 3: Call Your Insurance Company
Call your insurance agent or carrier as soon as possible to get the claims process started. Many carriers now provide an online claims system that will get things moving quicker.
Step 4: Beware of Scams
Disreputable contractors may show up unannounced at your doorstep promising to fix things, particularly in areas where storm damage is widespread. Be aware that these scammers often operate in the aftermath of storms and report suspicious activity to National Insurance Crime Bureau, www.NICB.org.
Step 5: Keep Good Records
Every dime you spend on repairs should be recorded. For example, if you buy plywood or tarps to cover windows, keep the receipts. Put everything related to your repairs in a folder to keep things organized.
What Is and Isn't Covered
Your homeowners insurance policy will cover three areas: Weather damage (hail, wind, fire, snow, etc.), non-weather events (theft, vandalism, etc.), and sudden/accidental events (water pipe breaks).A cts of God are covered, with some exceptions. The biggest exception is flood damage. Across the board, regardless of carrier, flood damage is not covered. No homeowner's policy covers you for flood.
Just one inch of flood water can cause more than $25,000 in damage to your home. So if you live in a flood-prone area, be sure you are covered. Homeowners and renters may get flood insurance from the federal government or private companies. If you have a mortgage and live in an area where flood risk is high, your lender may require you to purchase a flood policy that is specifically backed by the National Flood Insurance Program (NFIP).
NEED ASSISTANCE?
If you're having trouble submitting your repair request online, please contact Joey McCord in our warranty department.
ADDITIONAL WARRANTY RESOURCES
Warranty Manual Limited Warranty Flyer
Repairs made by you or someone at your direction, other than firms listed above, are not authorized and you will not be reimbursed or compensated in any way. The decision and determination of the extent of expenses that are reimbursable under warranty for emergency conditions is determined by the builder.