Emergencies

What’s an “emergency?”
Please refer to the Emergency Warranty Definitions listed below PRIOR TO contacting a Venture Homes Customer service representative.

Plumbing Emergencies

1. No potable water. Water is shut off to the entire house.

Note: If water supply is shut off by the municipality, or if water supply is contaminated, contact the municipality.

2. Water supply line leak that cannot be isolated with individual fixture shut off.

Note: If individual shut off does not exist, or leak is on the pressurized side of the shut off valve, the only way to isolate the leak is by shutting off water to the entire house.

3. Complete sewage stoppage. As long as one commode works, there is no emergency. Should the plumber find the stoppage to be the fault of, or negligence on the part of, the homeowner, the service bill shall be given to the homeowner.

4. No hot water.

Note: No night calls. Plumber to respond within 24 hours.

Electrical Emergencies

1. Complete power outage.
(Homeowner to verify that the problem is not with the electric company, before calling).

2. Power outage to half the house.
(Homeowner to verify that the problem is not with the electric company, before calling).

3. Power outage to the cooling unit when outside temperature exceeds 85 degrees F.
(This would apply to both units in a two-unit residence. No emergency exists if one unit is operating).

4. Power outage to the heating unit when outside temperature falls below 45 degrees F.
(This would apply to both units in two-unit residence. No emergency exists if one unit is operating).

5. Any sparking or smoke from outlets, switches, builder-installed fixtures or circuit breakers.

HVAC Emergencies

1. Loss of complete cooling when the outside temperature exceeds 85 degrees F.
(This would apply to both units of a two-unit residence. No emergency exists if one unit is operating).

2. Loss of complete heating when the outside temperature falls below 45 degrees F.
(This would apply to both units of a two-unit residence. No emergency exists if one unit is operating).

3. Gas leak. If you are not sure of the source, or if it is coming from the meter, contact the gas company at their emergency telephone number. If it is inside the house, verify that, if not in use, the fireplace log lighter is turned off at the key, the stove/oven burners are turned off, and the cutoff valves are turned off at any unconnected gas outlets first. If this does not correct the problem, contact the gas company.

4. Condensation (water) draining from the secondary condensation drain line. This is the white PVC drain line sticking out from under the soffit (roof overhang) or sticking out the side of your home’s exterior wall at the attic level, usually over a window or door.

Note: Check the condensation overflow pan under your blower unit in the attic. This will have water in it, if water is draining through the secondary drain line. Do not let this pan overflow, or damage to your drywall ceiling will occur.

Turn off the unit and call for service. An emergency condition exists if HVAC Number 1 from above applies.

Roof Leak Emergencies

A roofer cannot get on the roof and effect repairs until the rain stops. The homeowner shall take action to minimize damage and to possibly locate the source of the leak. The homeowner can poke a hole in the drywall ceiling if it is becoming saturated, to let water drain out into pans or buckets. It is easier to repair a small hole than replace a large section of ceiling. If water is draining from or into a light fixture, do not use the fixture. Turn off the switch and remove the cover so that the water will drain and not fill the cover. Contact Venture Homes the next business day.

Safety Issues

Call Venture Homes’ Customer Service immediately.

Who to call and when?

Once you have clearly defined your problem (Warranty versus Emergency), view the contact listing below to determine which is the correct contact for your issue. It is your responsibility to minimize damages and maximize safety, until repairs can be made.

Appliances:
Contact the manufacturer directly with model and serial number, closing date, and description of the problem.

Emergency:
During normal office hours (Monday through Friday, 8:30 a.m. until 5:00 p.m.), call our main office 770.955.8300 and specify that you have a warranty emergency.

Non-emergency:
Mail or fax your written list of items to our office. You can find Request forms at the end of this Guide, or you can get replacements by calling our main office 770.955.8300.