Surface Damage
Surface finishes in your home are subject to wear and maintenance needs. Understanding what's normal wear versus defects helps set expectations for warranty coverage.
Identify Your Issue
Paint Issues
Common Issues:
- Touch-up paint doesn't match
- Peeling or flaking
- Nail pops showing through
- Color variation between areas
Understanding Paint Expectations:
- All paint fades over time due to light exposure
- Touch-ups rarely match perfectly due to aging of surrounding paint
- Sheen variations are normal and not defects
- Custom colors applied after closing are your responsibility
Try This First:
- For nail pops, tap nail below surface, spackle, then touch up
- For small chips, use leftover paint (keep yours in a cool, dry place)
- Clean marks/scuffs before assuming paint damage
Is It Covered?
| Issue | Covered | Period | Notes |
|---|---|---|---|
| Touch-up from warranty repair | Yes | During repair | May not match; repainting entire wall is homeowner choice |
| Paint defects noted at orientation | Yes | At closing | Must be on orientation form |
| Fading | No | — | Normal aging |
| Touch-up not matching | No | — | Expected |
| Custom paint/wallpaper | No | — | Homeowner responsibility |
Detailed Info: Paint & Stain
Carpet Problems
Common Issues:
- Stains
- Seam visibility
- Rippling or buckling
- Shedding or pilling
- Crushing in traffic areas
Understanding Carpet Expectations:
- Seams ARE visible in carpet - this is normal, not a defect
- New carpet sheds fibers initially
- Traffic areas will show wear
- Stain-resistant doesn't mean stain-proof
Try This First:
- Vacuum regularly (twice weekly, more in high traffic)
- Blot spills immediately - don't rub
- For rippling, humidity may be the cause - wait for drier conditions
- For seam issues, check if seam is coming apart or just visible
Is It Covered?
| Issue | Covered | Period | Notes |
|---|---|---|---|
| Stains/spots noted at orientation | Yes | At closing | Cleaning, patching, or replacement |
| Visible seams | No | — | Normal; not a defect |
| Loose seams (coming apart) | Yes | 1 year | Courtesy repair for installation defects |
| Rippling | Yes | 1 year | Will re-stretch |
| Shedding | No | — | Normal for new carpet |
| Crushing in traffic areas | No | — | Normal wear |
| Burns or stains after closing | No | — | Homeowner responsibility |
Maintenance: Professional cleaning at least annually; more often with pets or heavy traffic.
Berber/Loop Carpets
Always disengage vacuum beater bar on Berber, shag, and cable carpets. Using beater bar causes damage excluded from warranty.
Detailed Info: Carpet
Hardwood Floor Issues
Common Issues:
- Scratches
- Gaps between boards
- Cupping or crowning
- Squeaks
- Finish wear
Understanding Hardwood Expectations:
- Wood is a natural material that moves with humidity
- Gaps appear in dry seasons (winter), close in humid seasons (summer)
- Minor imperfections are part of natural wood character
- Scratches will occur with normal use
Try This First:
- Maintain humidity between 35-55% year-round
- Use felt pads under furniture
- Clean with manufacturer-recommended products only
- For scratches, check if finish is damaged or just scuffed
Is It Covered?
| Issue | Covered | Period | Notes |
|---|---|---|---|
| Defects noted at orientation | Yes | At closing | Must be on orientation form |
| Gaps < 1/8" | No | — | Normal seasonal movement |
| Squeaking | No | — | Natural characteristic |
| Cupping from moisture | No | — | Usually environmental |
| Scratches from use | No | — | Homeowner responsibility |
| Finish wearing in traffic areas | No | — | Normal wear |
Note: "Rustic" or "character" grade wood will have more variation, knots, and color differences. This is the product, not a defect.
Detailed Info: Hardwood Flooring
Tile Floor Issues
Common Issues:
- Cracked tile
- Grout cracking or discoloring
- Loose tile
- Lippage (uneven tile edges)
Understanding Tile Expectations:
- Some variation in color and pattern is normal for ceramic/porcelain tile
- Grout will need maintenance over time
- Minor lippage (up to 1/16") is within industry standards
Try This First:
- Keep grout sealed (reapply annually)
- Clean with pH-neutral cleaners
- Check if crack is in tile or just grout
Is It Covered?
| Issue | Covered | Period | Notes |
|---|---|---|---|
| Defects noted at orientation | Yes | At closing | Must be on orientation form |
| Cracked tile (if no impact) | Varies | 1 year | If installation defect |
| Loose tile | Yes | 1 year | Installation defect |
| Grout cracking | No | — | Maintenance item |
| Grout discoloration | No | — | Maintenance item |
| Lippage > 1/16" | Yes | 1 year | If installation defect |
| Color variation | No | — | Natural product characteristic |
Detailed Info: Ceramic Tile
Vinyl/Resilient Floor Issues
Common Issues:
- Scratches or cuts
- Dents from furniture
- Seam lifting
- Discoloration
- Bubbling
Try This First:
- Use furniture pads
- Avoid dragging heavy items
- Clean with manufacturer-recommended products
- Check if bubbles are from installation or moisture
Is It Covered?
| Issue | Covered | Period | Notes |
|---|---|---|---|
| Defects noted at orientation | Yes | At closing | Must be on orientation form |
| Lifting seams | Yes | 1 year | Installation defect |
| Dents from furniture | No | — | Use protective pads |
| Cuts or gouges | No | — | Homeowner damage |
| Discoloration | No | — | Environmental/chemical exposure |
Detailed Info: Resilient Flooring
Countertop Issues
Common Issues:
- Chips or cracks
- Stains
- Seam visibility
- Surface damage
Understanding Countertop Expectations:
- Seams in countertops are necessary and will be visible
- Granite/natural stone will have variations
- Some countertop materials scratch more easily than others
- Hot pans and cutting directly on surface cause damage
Try This First:
- Clean with appropriate cleaner for material type
- Re-seal natural stone as recommended
- Use cutting boards and trivets
- Check if damage is chip vs. natural fissure in stone
Is It Covered?
| Issue | Covered | Period | Notes |
|---|---|---|---|
| Defects noted at orientation | Yes | At closing | Must be on orientation form |
| Visible seams | No | — | Normal; not a defect |
| Chips from impact | No | — | Homeowner damage |
| Stains | No | — | Maintenance responsibility |
| Natural variations in stone | No | — | Product characteristic |
| Cracks from installation defect | Yes | 1 year | If not from impact |
Detailed Info: Countertops
Cabinet Issues
Common Issues:
- Doors not aligned
- Hardware loose
- Surface damage
- Drawer sticking
- Warping
Try This First:
- Adjust hinges (most cabinet hinges are adjustable)
- Tighten loose hardware screws
- Check drawer slides for debris
- Clean with manufacturer-recommended products
Is It Covered?
| Issue | Covered | Period | Notes |
|---|---|---|---|
| Doors/drawers not operating properly | Yes | 1 year | Will adjust |
| Defects noted at orientation | Yes | At closing | Must be on orientation form |
| Warping > 1/4" | Yes | 1 year | Excessive warping |
| Surface scratches/damage | No | — | After closing, homeowner responsibility |
| Color/grain variation | No | — | Natural wood characteristic |
Detailed Info: Cabinets
Mirror Issues
Common Issues:
- Scratches
- Black spots appearing
- Separation from wall
Try This First:
- Clean with standard glass cleaner
- Check if spots were there at orientation
Is It Covered?
| Issue | Covered | Period | Notes |
|---|---|---|---|
| Defects noted at orientation | Yes | At closing | Must be on orientation form |
| Black spots/de-silvering | Varies | 1 year | If defect, not if from moisture exposure |
| Scratches after closing | No | — | Homeowner responsibility |
| Coming loose from wall | Yes | 1 year | Installation defect |
Detailed Info: Mirrors
The Orientation Form Matters
Many surface finish issues are only covered if documented on your New Home Presentation or Welcome Home Orientation Form at closing.
Before closing, inspect:
- All flooring for damage, stains, scratches
- All countertops for chips, cracks, stains
- All cabinets for damage and proper operation
- All paint for defects
- All mirrors for scratches and spots
If it's not on the form, it's not covered for cosmetic repairs.
When to Request Service
Contact Classic Homes if:
- Issue was noted on orientation form
- Seams are coming apart (not just visible)
- Tiles are loose (not just cracked grout)
- Cabinet doors/drawers don't function
- Issue appears to be installation defect, not wear
Have Ready:
- Photos of the issue
- Location in home
- Whether it was on orientation form
- When you first noticed it