Frequently Asked Questions
See below our most commonly asked questions relating to your new home. If you have any questions regarding standards or procedures, please refer to these answers first, as well as the information on the individual Maintenance Guide pages, and then contact our Warranty Service Department if you require further assistance.
To comply with the terms of your warranty all non-emergency items for which you request service must be reported in writing via email to firstname.lastname@example.org.
For reasons of coordination accuracy, we cannot accept reports of routine warranty items over the phone. Please be aware that any requests accepted, unless emergency, will be attended to at your next routine warranty call at 3 month to 4 months post possession, as per the notice provided on possession.
Top 40 Frequently Asked Questions
Answer: Use your Real Property Report to measure the distance from your foundation to the pins. Then dig 1’-2’ down with a shovel. (A metal detector can help).
Answer: Bring the grade up to where it was originally. We will supply you with up to one load of top soil (not screened loam) for placement in settled areas.
Answer: The glazed surface of tiles is designed to shed water, but the more porous grout may absorb some water, making it susceptible to staining and mildew. A silicone sealer makes grout more waterproof. Use caution when sealing grout on floor tiles. Apply to grout spaces only, as tiles will become extremely slippery. This is not a requirement.
Question: Under direct lighting, faint lines or ridges can be noticed in the linoleum. Can anything be done about this?
Answer: The seams between the sheets of flooring underlay sometimes show through resilient flooring. No positive method of preventing such occurrences is known, even though flooring contractors attempt to attain a level surface by using appropriate fillers.
Question: The silicone seal between the counter and the back splash in the kitchen has separated. Is this serious?
Answer: No. Slight movement in the exterior wall and minor shrinkage of the silicone causes it. This is a homeowner(s) maintenance item.
Question: What if the furnace fails to start?
Answer: The furnace will not operate, of course, unless the thermostat setting is higher than room temperature. Check to be sure the furnace switch is on and also check the circuit panel for tripped breakers. If these check out okay, contact the heating contractor as listed on the “Certificate of Possession”.
Question: What is the switch beside the thermostat labeled “Ventilation Fan”?
Answer: This switch is to enable / override the principal exhaust fan for your home. This will draw out the air from inside your home to the exterior via the wall return grills located throughout your home. Please ensure that you keep an eye on this switch as you are manually over riding the exhaust fan and do not want to pre maturely de-acclimatized your home.
Question: What should be used to clean the humidifier?
Answer: A mixture of vinegar and water or C.L.R. and water will dissolve most of the mineral build-up in humidifiers. Replacement parts are available at most hardware stores.
Question: When the dishwasher or washing machine changes cycles, or turns on, the lights dim momentarily. Is this a cause for concern?
Answer: Motors draw more current on start-up than on running speed, so it is quite normal to notice dimming or flickering when large appliances are being used.
Question: Why do plugs on the outside of the house not work?
Answer: The ground fault interrupter (G.F.I.) breaker either on the panel or on the rear plug has been tripped. Turn the breaker switch all the way off, then back on. Press the reset button on the G.F.I. to restore.
Question: What is the switch in my front entry closet for?
Answer: This switch is for the soffit plug located outside of your home. This plug is to be used for seasonal decorations, the switch allows you to switch the power on and off from inside your home.
Question: Why does the stain on exterior horizontal surfaces seem to wear more quickly than other areas?
Answer: Snow, rain, dirt, sun and foot traffic are all factors common to “flatwork”, but not affecting vertical surfaces.
Question: What is the best way to clean marks from painted surfaces?
Answer: Spot clean only when necessary with a damp cloth and dish soap that is extremely diluted. Do Not Scrub. Avoid any product which contains ammonia. Do not clean walls until a minimum three (3) months after possession.
Question: When it is extremely cold outside, frost forms on the metal striker plates on the doorframe. Does this mean the door is leaking?
Answer: Not necessarily. In very cold conditions the cold will conduct through the metal plate and become frosty when it meets the warm, moist interior air.
Question: How does one use the adjustable door strikes?
Answer: Remove the two (2) screws and move the insert portion of the strike to the desired position to achieve a tight fit to jamb weather-stripping. Re-install the screws. It is important to maintain this to prevent the outside weather from entering and causing damage.
Question: How does one adjust the entry door thresholds?
Answer: Exterior door thresholds come with adjustment screws which are visible at the top of the threshold. By turning these screws, the threshold can be lowered or raised to accommodate a tighter seal on the bottom of the door. Seasonal adjustment may be required as the doors close differently in summer months than in winter months.
Question: Are any maintenance adjustments required for passage doors?
Answer: Periodic tightening of the doorknobs may be necessary. With repeated usage, the doorknobs may loosen themselves. To prevent damage to the door finish, tightening the knob is imperative.
Question: Is warpage of doors a warranty concern?
Answer: Some warpage is considered tolerable. Doors which exceed 1” warpage are considered excessive and should be given attention.
Question: What should be used to lubricate the door and window hardware in the home?
Answer: Although any household lubricant will work, a clear silicone based spray is recommended. Use caution when spaying door hinges as the lubricant may drip onto the carpet. Keep a cloth handy.
Question: Are there any adjustments that may be required on bi-pass doors?
Answer: Periodic adjustments may be necessary. If it is noticed that the bi-pass doors screw mechanism located on the inside corners of the bi-pass doors. When turning these screws, the corner of the door can be raised or lowered to allow the side margin to be parallel to the jamb.
Question: Why does it seem like there is a draft coming from the windows during the winter?
Answer: It may appear that there are drafts around windows during cold weather, even though they are adequately glazed, fitted and weather-stripped. With some possible exceptions, such as extreme wind conditions, the draft felt may be due to vertical air movement over the face of the window-this is convention-warm air rising and cooler air dropping. Another common sensation is that of a draft experienced when sitting or standing close to a window. This chill may be due to heat radiating from your body to a relatively cooler surface-the window.
Question: Why is there water in the bottom track of the window during rain?
Answer: During rain or when watering the grass, water will go through the window screen and into the bottom track. The window is designed in such a way that any water that is forced into the lower track will run to the corners and into these slots, it continues through to exit out of the drain holes located at the bottom outside of the window. Keeping the drainage slots and exit holes clear is a must for the window to function as designed.
Question: What if the window is not sealing properly?
Answer: To ensure a proper seal, the window lock located at the side of the interior window should be in the locked position. This enables the outside pane and the inside pane to close together properly, ensuring a proper seal.
Question: What signs will indicate the house is drying out?
- Small gaps may appear between the cabinets, vanities, counter/tile joints and walls.
- Miter joints in the door and window trim, baseboards and other trim may open up, and door(s) may stick.
- Fireplace mantels may shrink slightly and pull away from the walls or at the joints. Lacquered surrounds may crack at joints.
- Wood flooring opens between individual pieces, or settles from the baseboards at the walls or under jambs and trims.
- Small gaps show between stairs mouldings, drywall and the walls.
Question: If any of these drying symptoms appear, what should be done to correct them?
Answer: Most shrinkage gaps and cracks can be easily filled and repaired using appropriate caulking or wood filler. Wood flooring will usually return to normal in spring or early summer, although minor separation is acceptable. Ensure that your humidity is to the appropriate level for the time of year it is.
Question: Why does the floor vibrate or make noise?
Answer: Vibration is caused by the floor joist deflecting downwards when weight is applied. This is not uncommon and may cause dishes in china cabinets or kitchen cupboards to rattle, or for one to hear the person on the floor above them. This is a common characterstic of a engineered wood floor.
Question: Before developing the basement, is it possible to move a telepost to make a room larger?
Answer: The teleposts are there to support the interior weight of the structure. No alteration or removal should be considered without consulting a structural engineer.
Question: What is the white powder that is appearing on some areas of the concrete floor and walls?
Answer: The white powder is caused by salts in the concrete mix that are carried to the surface with evaporation of moisture during the curing process. This will leave a salt deposit, which easily can be brushed off. The appearance of the white powder does not affect the strength or performance of the concrete and should cease to form after the concrete has totally cured.
Question:What are the yellow stains on the driveway and concrete floors?
Answer: The curing compound that is applied to aid in the curing of the concrete causes the yellow stains on new concrete. This will fade away over time and is not cause for alarm.
Question: Why are the driveway, basement floor, garage floor, and sidewalk developing cracks? Is this cause for concern?
Answer: Cracks in concrete are normal and are not considered structural. They are caused by normal shrinkage in the concrete or by seasonal temperature and precipitation variations. Hairline cracking in concrete is considered acceptable in the industry. In some cases, excessive cracking may occur. Example: basement and garage floor cracks 4 mm or greater and driveway cracks 6 mm or greater. These will be repaired only if you book for service. The repairs of these concrete cracks are applicable for the warranty period only (one-year).
Question: Are cracks in the basement walls something to be concerned about?
Answer: Due to wide range of thermal changes (see basement walls), and the expanding and contracting that may take place as a result of these thermal variations, minor cracks are not uncommon. Please contact TRUMAN immediately regarding any wall cracks that are allowing water seepage into the basement.
Question: Why is my exposed aggregate driveway not shiny like it was when we took occupancy?
Answer: The driveway for your home is sealed prior to occupancy (seasonal). This is to protect the concrete. However, the sealer does fade and should be applied at least once a year post possession.
Question: Why is my driveway having small pieces flake off (spalling)?
Answer: This is due to deterioration of the finish of the driveway, from either misuse or by application of salts or road salts themselves. It is imperative that your driveway is kept clean and abrasive materials are not used and left on the driveway as they will ruin the finish.
Question: Why have shingles blown off the roof, and what should we do?
Answer: If this happens during normal wind conditions, call our Warranty Department. In the case of high windstorm conditions, the warranty does not cover damaged or missing shingles. Please contact your home insurance company when this occurs.
Question: How long will “nail pops” and cracking in drywall continue?
Answer: Drywall related problems are generally very minor and, with a few exceptions, are limited to the first couple years post occupancy.
Question: Why do eavestroughs drip in the winter?
Answer: This is due to ice and snow buildup.
Question: If I keep my down pipe extension down all the time, what can be done to prevent them from getting blown away in the winds?
Answer: An old metal coat hanger, cut and shaped into a ‘U’ shape, placed over the down pipe extension and into the ground will prevent winds from damaging down pipe extensions.
Question: Why is settlement occurring at downspout locations?
Answer: The ground around the downspouts is eroding because downspout extensions are not in place.
Question: Why is there water seepage into the basement?
Answer: One possible cause may be that downspout extensions are not in place.
**For further information, please refer to the Drainage section on the About Your Lot guide.**
Question: Can the drainpipe be run underground?
Answer: Yes, as long as the tile is not the perforated variety. Drainage exit points must be far enough away from the house as to prevent water seepage into the basement. City by-laws prohibit drain tile drainage onto city streets and sidewalks. Keep in mind that in winter months, any below grade water drainage may be ineffective.