Caring for Your New Home

We build your home using carefully selected materials and the craftsmanship of experienced tradespeople, under tight supervision. While every home is constructed to plans and specifications, no two homes behave exactly the same. Over time, normal wear and tear, fluctuations in temperature and humidity, and the interactions of natural and manufactured materials all require attention and maintenance.

At Marrano Homes, we are proud not only of the homes we build, but the neighborhoods we shape. Lasting value comes when you, the homeowner, perform the right maintenance—so your home continues to serve you and look great for years.

Bullet list of homeowner tasks:

• Monitor and maintain mechanical systems (HVAC, plumbing, electrical).
• Perform seasonal exterior and interior checks (roof, gutters, caulking, siding, paint).
• Inspect for material changes (settling, shrinkage, expansion due to temperature/humidity).
• Schedule professional servicing when required (appliances, water heaters, etc).

Providing warranty service for a new home is more complex than servicing a single product. When you purchase a Marrano home, you’re acquiring hundreds of individual items and the work of 35-50 independent trade contractors. Because of the many details and people involved, a planned and documented service system is essential.

Here’s how our process works:

1. You identify an issue — non-emergency issues are collected and logged via our Customer Care Department.
2. You contact us — by phone, e-mail, or mail. Our computer system efficiently tracks your request and routes it to the appropriate trade contractor.
3. We respond — Using the documented system helps us work faster and more accurately, ensuring you receive service that meets our standards.
4. We follow up — Our system allows Marrano personnel to track repairs, monitor contractor follow-through, and ensure your satisfaction.

Important note:
Using this documented system (rather than informal calls or messages) results in better accuracy, faster respons,e and stronger protection for you as the homeowner.

We welcome your service requests. Non-emergency items should be submitted through our Customer Care Department so we can track and resolve them efficiently.

Please include the following when you submit a request:

• Address of your home
• Date you first noticed the issue
• Description of the problem (include photos if available)
• Home number or contract number (if applicable)
• Best contact phone/e-mail and available times for access

We aim to respond promptly and keep you updated until the issue is resolved.

NON-EMERGENCY SERVICE REQUESTS

You can submit your requests through the form below or

PHONE: 716-675-1200

EMAIL: customercare@marranohomes.com

MAIL: Marrano/Marc-Equity, 2730 Transit Road, West Seneca, NY 14224

SCHEDULED FOLLOW-UPS

• Post-Closing Check-In: Shortly after closing, we'll reach out to confirm that all orientation items have been addressed.
• Settling Service Inspection: As you approach your one-year anniversary of closing, we’ll schedule a walk-through (if desired) to document any settling concerns. This includes a one-time drywall repair and paint touch-ups. At least one homeowner must be present.

Emergency Service

• Business Hours: Call Customer Care at (716) 675-1200
• After Hours/Weekends/Holidays: Call (716) 712-0364 or the listed trade/utility companies from your orientation materials

Covered Emergencies:

• No heat (below 50°F)
• No electricity
• No water
• Plumbing leak requiring shut-off.
• Gas leak (contact gas company)
• Carbon monoxide alarm (call Fire Department)

Note:

• Roof leaks can only be repaired when dry.
• Utility outages affecting an entire area require local utility service.
• Air conditioning is not an emergency and will be serviced during normal business hours.
• Contact your insurance provider for storm/natural disaster damage.