Building and maintaining a new home is a big responsibility. Take a few moments to read through the following answers to some popular questions. Should these responses not answer your initial questions, feel free to contact our Sales Team about the home buying process or our Customer Care Team about warranty and service-related issues.
Q: I sent an email to Customer Care. When can I expect a response?
Our Customer Care Team is available Monday-Friday 8am – 4pm Mountain Time. We receive and respond to support tickets and phone calls during this time.
Q: When should I turn my sprinkler system off for the season?
You should turn your sprinkler system off mid-September to the beginning of October. It should remain off through winter months (In Colorado through April) to avoid pipes from bursting. Please make sure all hoses are disconnected from the hose bib or spigot as well.
To protect young trees from cold winter weather, it is recommended that you wrap your tree with tree wrap. Keep the tree wrapped from mid-September to May.
Q: How long is my landscaping under warranty?
Landscaping is covered under warranty for one growing season.
Q: What is the High Performance Guarantee?
Oakwood Homes builds every home above ENERGY STAR® standards which is described through our High Performance Guarantee. This is a promise that every home is built to the highest level of quality and tested by an independent 3rd party to ensure our high standard in every home.
Q: My recessed light just went out. Why?
Recessed lights have a thermal switch that may turn off if the light gets over-heated. Once it cools itself down it will reset and turn back on. Sometimes this can take a few hours.
Q: Is the homesite included in the purchase price?
Each community has different lot premiums unique to their exposure, size and location. Whenever searching for a home site, it’s best to connect with our expert sales counselors onsite as they can find a home site that works for your personal needs, lifestyle and budget.
Q: What is Smart Space™?
With Oakwood’s home value innovation, many of our ranch homes have a Smart Space™ design included in the plan. This extra space can be used for anything. You have the option to turn the space into a second master bedroom with bath, extra storage closets or simply leave the entire area open as a bonus room.
- It is smarter to have an above ground basement. Like any basement, you don’t have to use it since it is only extra space.
- Above ground space is worth more to your home value than below ground basement space.
- More comfortable for guests and family including natural light and amazing views your guests wouldn’t have in a basement.
- Great place when you need extra room.
- You customize how you want to use it: extra storage, second master bedroom, hobby rooms, etc.
- Main level living is still a ranch layout.
- It’s included!
Q: What is considered an emergency?
The following is considered an emergency by our Customer Care Team:
- Loss of heat in the winter
- Water leaking inside the home
- Gas leak
- Loss of electricity (your house being the only home on your block without power)
Note: A non-functioning air conditioner is not considered an emergency.
If you have loss of heat this means that your furnace is not working correctly. Make sure that your furnace filter has been recently replaced, and the furnace has been reset.
If you have a water leak in your home, turn off the main water line in the house. This will usually be located in the utility room. The handle for the water line will be parallel when it is on so make sure that it is vertical once you shut the water off.
If there is no power in your home, check to see if the surrounding houses are lit. If your house is the only house without power you will need to check your breaker to make sure that all of the switches are in the ON position. If all of the switches are on then you will need to contact your associated power company first (e.g. Xcel Energy or IREA) then contact the number on your emergency sticker.
Q: Why is my house vent fan constantly running?
The whole house vent fan will run continuously to keep the air circulating in your home. The fan is located in one of the bathrooms.
Q: Are my appliances covered under the Oakwood warranty?
Oakwood Homes does not warrant any appliances. Appliances are covered under warranty through the appliance manufacturer. Appliances include the stove, refrigerator, microwave, dishwasher, washing machine and dryer.
Appliance warranty cards should be sent to the appliance manufacturer within 14 days of your closing date. Warranty registration is also available online.
All warranty requests for appliances must be submitted through the appliance manufacturer by the home owner. Be sure you have the appliance serial number and model number on hand when you call to schedule a warranty appointment.
Q: Is my home under warranty?
Your home includes the Oakwood Home Builder’s Limited Warranty. For detailed information on what’s included in this warranty please reference your Homeowner Guidebook. In addition to the Home Builder’s Limited Warranty, Oakwood Homes provides each homeowner with Oakwood’s Customer Care during the one-year period from date of closing, or the date of occupancy – whichever comes first.
All warranty requests should be submitted in writing using the warranty request form.
Q: How often should I change my furnace filter?
Furnace filters should be changed every 30 days.
Q: Are the cracks in my concrete covered under warranty?
In order for concrete cracks to be considered warrantable the cracks must be ¼ of an inch wide or ¼ inch deep. If the crack is ¼ of an inch wide or deep, the crack will be repaired one time only. After the one time repair, any other concrete cracks are home owner maintenance.
Q: I have an emergency after hours. What should I do?
If you have an emergency situation happen after hours, please reference your emergency sticker (located in the cabinet under the kitchen sink) and contact the appropriate vendor listed on the sticker.