Understanding the Warranty Process: How It Works, What’s Covered, and What to Expect

One of the biggest advantages of buying a brand-new home is the one you hopefully never have to think about: The Warranty. Unlike a resale home — where the day you close is the day every future repair becomes your problem — a new Campbell Homes home comes with a Limited Warranty that backs the workmanship, systems, and structure of your home for years after you move in.

But if you’ve never owned new construction before, the warranty process can feel like a black box. How long does coverage last? What counts as a warranty item versus normal maintenance? What do you actually do when something needs attention? Here’s a plain-English walkthrough of how it all works.

A quick note before we dive in: this article is a summary, not the warranty itself. The official Limited Warranty and the Limited Warranty Guidelines (Exhibit A) — both available on our Customer Care page — are the documents that govern your coverage.

How Does a New Home Warranty Work?

A new home is made up of tens of thousands of components, installed by hand by dozens of skilled trade partners. Even with the care we put into every Campbell home, it’s normal for a few items to need adjustment or correction after move-in — a door that needs tweaking as the home settles, a system that needs fine-tuning. That’s exactly what the warranty exists for.

Your coverage begins on the day title transfers to you at closing. From that point, the Campbell Homes Limited Warranty works in three layers, with the longest protection reserved for the most important parts of your home.

What’s Covered — The Three Layers of Protection

Year one: workmanship and materials. For the first year, your home is covered against defects in materials and workmanship as defined in the Limited Warranty Guidelines. This is the broadest layer of coverage and the period when most warranty items, if any, tend to surface. Appliances and other consumer products carry their own manufacturers’ warranties, which are assigned to you at closing — so for an appliance issue, the manufacturer is your first call, and registering your products early is well worth the ten minutes it takes.

Years one and two: major home systems. For two years from closing, coverage extends to defects in your home’s distribution systems — the electrical, plumbing, and HVAC systems that run behind your walls, along with interior data, audio, and video wiring. This layer also transfers to a subsequent owner if you sell within the coverage period, which can be a genuine selling point.

Years one through eight: major structural defects. The longest layer of protection covers the load-bearing structure of your home — the foundation system, load-bearing walls, and the floor joists, trusses, rafters, beams, and columns that hold everything up — for eight years from the warranty start date. This coverage also extends to subsequent owners during the warranty period.

How Do I Submit a Warranty Claim?

If you discover something you believe is covered, the process is straightforward — and it starts in writing. Non-emergency claims aren’t processed over the phone or in person, because a written record protects you: it documents exactly what was reported and when, before your coverage period on that item expires.

You can submit a claim in three ways:

1. Online (the easiest and preferred): Fill out the short form on our Customer Care page. You can attach photos, which helps our team understand the issue before anyone sets foot in your home.
2. Email: Send the details to customercare@campbellhomes.com.
3. Mail: Campbell Homes, 9230 Grand Cordera Parkway, Colorado Springs, CO 80924.

Include your contact information, your address, your closing date, and a clear description of the issue. From there, our Customer Care team reviews the claim against the Warranty Guidelines, and if it’s covered, Campbell Homes repairs or replaces the item at no charge to you, performed by our team or our trade partners within a reasonable timeframe.

What If It’s an Emergency After Hours?

Some situations can’t wait for a form. An after-hours emergency is a total loss of heat, water, or power; a water leak you can’t stop; or any situation that could cause bodily harm or significant damage to your home — occurring on a weekend, a holiday, or between 5:00 PM and 8:00 AM on a business day.

In those cases, contact the appropriate trade partner directly using the After-Hours Emergency Contacts list you received at your New Home Orientation. (It’s the only situation where you should call a trade directly before filing a claim.) Once the immediate situation is handled, follow up with a warranty claim so everything is documented. If you’ve misplaced your contact list, a current copy of the After-Hours Emergency Procedures is downloadable on our Customer Care page.

What’s Not Covered — and Why It Matters

Knowing the boundaries of coverage helps you protect it. A few of the most important ones:

Normal wear and maintenance. A warranty covers defects, not the natural life of a home. Everyday wear, weather events, and damage from deferred maintenance fall to the homeowner — which is why our seasonal maintenance guides are worth bookmarking, from the spring maintenance checklist and summer-ready guide to preparing your home for a Colorado Springs winter. (One seasonal example straight from the warranty: outdoor faucets are freeze-proof, but only if hoses are removed in cold weather — frozen-faucet damage isn’t covered.)

Cosmetic items not noted at orientation. Your New Home Orientation is when cosmetic conditions — a scratch, a paint touch-up — get documented. Walk the home carefully with our team that day; cosmetic damage noted on the orientation form is addressed, while cosmetic issues reported later generally aren’t covered.

Changes that affect your home’s drainage or grading. This one is uniquely important in Colorado. Maintaining positive drainage away from your foundation is a homeowner responsibility, and landscaping that blocks established drainage patterns — or plantings and sprinkler heads within five feet of the home outside an established swale — can void coverage. When you landscape your new yard, design around the grade we established, not over it.

Modifications to your HVAC system. Having an outside contractor modify your HVAC system during the warranty period — adding a humidifier, a whole-house fan, or changing equipment — voids the Campbell warranty on that system, even if the manufacturer’s warranty survives. If you’re considering a change, talk to our Customer Care team first.

What to Expect: A Realistic Timeline

Here’s the rhythm of warranty ownership for most Campbell homeowners. At your New Home Orientation before closing, you’ll walk the home with our team, learn how your systems work, document any cosmetic items, and receive your warranty documents and emergency contacts. During your first year — while you’re busy making your new build feel like home — note any items as they appear and submit claims through Customer Care. Small adjustments as a new home settles through its first Colorado seasons are normal and expected. From years two through eight, the systems and structural layers of your warranty quietly remain in place, while your own seasonal maintenance keeps the home — and your coverage — in good standing.

After 60 years of building in Colorado Springs, we’ve learned that a warranty is really a relationship. The same team that builds your home stands behind it — that’s what it means to buy from the oldest locally-owned builder in town. We’re not going anywhere, and neither is our commitment to your home.

“The quality of construction is excellent! Campbell Homes installs a French drain around the perimeter to keep water intrusion out. I’ve been told not all builders do this. The few times I submitted a warranty for minor things they showed up at my door within 15 minutes or less. They are faster than “Jimmy John’s” (Subs) 🤣 I highly recommend Campbell Homes!” – Lorraine C.

Frequently Asked Questions

How long does the Campbell Homes warranty last? Coverage runs in three layers from your closing date: one year on workmanship and materials, two years on electrical, plumbing, HVAC, and data distribution systems, and eight years on major structural components like the foundation and load-bearing framing.

How do I file a warranty claim with Campbell Homes? Submit a written claim through the Customer Care form at campbellhomes.com, by email to customercare@campbellhomes.com, or by mail. Include your address, closing date, and a description of the issue. Non-emergency claims aren’t taken by phone.

What counts as an after-hours warranty emergency? A total loss of heat, water, or power; a water leak you cannot stop; or any situation that could cause injury or significant home damage — outside business hours, on weekends, or on holidays. Contact the trade partner on your emergency contacts list directly, then follow up with a claim.

Are appliances covered by the builder warranty? Appliances and other consumer products are covered by their manufacturers’ warranties, which Campbell Homes assigns to you at closing. Contact the manufacturer directly for appliance issues, and register your products early.

Does the warranty transfer if I sell my home? The systems coverage (two years) and major structural coverage (eight years) extend to subsequent owners within their coverage periods. The one-year workmanship coverage applies to the original owner.

Can I void my new home warranty by accident? The most common pitfalls are changing the established grading or drainage around your home, landscaping too close to the foundation, and having outside contractors modify your HVAC system during the warranty period. When in doubt, ask Customer Care before making changes.

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Questions about coverage on your Campbell home — or curious what it’s like to own a home backed by 60 years of local craftsmanship? Visit our Customer Care page, explore our quick move-in homes available this summer, or browse our floor plans and neighborhoods in Jackson Creek, Meridian Ranch, and Vista Grande.

5 Key Takeaways

• Know what your warranty covers Campbell Homes provides three layers of protection: one year for workmanship and materials, two years for major home systems, and eight years for major structural components.
• Submit warranty requests in writing. The quickest way to start a claim is through the Customer Care form online. Including photos and a clear description helps the Customer Care team evaluate your request efficiently.
• Understand what isn’t covered. Routine maintenance, normal wear and tear, cosmetic issues not documented during your New Home Orientation, and certain homeowner modifications are outside the scope of the warranty.
• Be prepared for after-hours emergencies. If you experience a major water leak, complete loss of heat, water, or power, or another urgent issue outside business hours, contact the appropriate trade partner immediately, then submit a warranty claim afterward for documentation.
• Protect your investment through proper home maintenance. Following recommended maintenance practices and checking with Customer Care before making significant changes can help preserve both your home and your warranty coverage for years to come.

OVERALL SUMMARY: A new home warranty provides valuable peace of mind by protecting your home’s workmanship, essential systems, and structural integrity through clearly defined coverage periods. Understanding what is covered, how to submit a claim, and your responsibilities as a homeowner will help you get the most from your warranty. By staying proactive with maintenance and working closely with Campbell Homes’ Customer Care team, you can enjoy confidence in your investment for years to come.