FAQs- Warranty Service

We Make House Calls

1.      How do I request warranty service?  Requests submitted through the Omega website are most efficient.  Go to www.omegabuilders.com and click on "Customer Care" then on "Request Warranty Service."  Fill out the form then click "Submit Information."  Requests may also be emailed to service@omegabuilders.com, mailed, faxed, hand delivered, or called-in to: 7353 West Adams Ave., Temple, TX  76502, Phone: 254/773-9966 x 201, Fax: 254/771-2299.  Written requests may also be placed in the Omega after-hours drop box in front of the office.

2.  Where do I find warranty service forms?  Your homeowner manual contains Warranty Service Request forms in the warranty section.  Non-emergency items are to be submitted at either 60 days or 11 months following Closing.

3.      How long is my home warranty good for?  Your home is covered by a 10-year limited warranty and is fully spelled out in the warranty document located in your Homeowner Manual. 

4.      Who should I call with questions about my home?  Our Customer Relations Manager will be glad to take your call and if necessary will redirect your call to the appropriate individual.  Please call anytime, anyone in our office will gladly be of assistance.

5.      How do you respond to emergency warranty matters?  Emergency matters receive priority attention with every effort made to ensure that the appropriate repair person is located and dispatched promptly. 

6.      Are warranty matters resolved only during ‘normal business hours’?  Emergency plumbing and electrical issues (imminent danger items) are responded to 24/7.  Other matters will receive prompt attention during regular business hours (Monday-Friday, 8:00a - 5:00p).

7.      When are service appointments generally scheduled?  Please include your best times, when you can be present, for service appointments with your warranty service request.  Generally, most service calls are scheduled between 7:00a and 5:00p, Monday through Friday. 

8.      Must someone be present while warranty service work is being performed?  An adult family member or representative must be present while any interior warranty service work is being performed.  We highly recommend, though it is not mandatory, that someone be present for exterior work as well.

9.      How is warranty service scheduled?  Following evaluation of a Warranty service request, you will be contacted to verify best appointment times.  Depending upon the nature of the request, you may be contacted by our service coordinator or directly by a service person. 

10.  Is same-day service available?  Generally non-emergency items require several days to coordinate service workers with your schedule.  Emergency matters are given priority attention and usually resolved the same day as received.

11.  Who do I contact for warranty service on appliances?  Appliance service requests can be made directly to the manufacturer (refer to your Owner Manual), which is usually more efficient for scheduling.  If you prefer, we will gladly assist with scheduling appliance work.

12.  Who do I contact about issues I have with my neighbors or the neighborhood?  Neighbor and neighborhood matters are generally handled by your homeowner's association directly.  If you are unsure who to call, please call the Omega service coordinator for this information.

13.  Will Omega Builders do remodeling or add-on projects?  Omega Builders specializes in new home construction in lieu of remodel or add-on.

14.  Who do I contact for approval of a home add-on or storage building?  Plans should be submitted to the Home Owners Association or Architectural Review Committee.  Our Construction Manager will gladly provide contact information.  In most cases, plans will also require approval by the city.

15.  When a serviceman is doing work at my house, is it okay to request he perform other work?  It is preferred that all warranty service work be requested through the Omega Service Coordinator.  Questions and conflict could arise as to whether an item is under warranty and responsibility for payment.  When subsequent trades are involved, it is important that we track progress to ensure satisfactory completion.

16.  What is a “Preview Appointment” and what should I expect?  When the exact solution to a warranty service request cannot be exactly determined, a “Preview Appointment” will be scheduled to enable the Builder to examine the request and determine the best solution.  Generally these appointments require only a few minutes for assessment.  We’ve found that such meetings usually save time and confusion and allow us to ‘get it right the first time’ with as little inconvenience as possible.