Warranty Service Made Simple

We’re here for you long after closing. To help make those first years of homeownership easier, we’ve partnered with ProHome for warranty service and support.

ProHome is your trusted resource for warranty requests and home-related questions, offering clear communication and reliable follow-up so you can feel supported and enjoy your home with peace of mind.

Service Requests with ProHome

Pacesetter Homes partners with ProHome for warranty service and support to ensure a smooth transition into your new home. As your primary resource for warranty-related assistance, ProHome manages warranty requests during the first two years of homeownership.

Submit Your Request

Email: PacesetterDFW@prohome.com
Phone: 800-899-2451

Step 1: Pre-Closing Walkthrough

  1.  ProHome schedules the Pre-Closing Walkthrough with you.
  2. ProHome New Home Agent will conduct the Pre-Closing Walkthrough with you.
  3. The Pre-Closing Walkthrough Punch List is emailed to you & your Construction Manager immediately after walk.
  4. Homeowners will meet with Construction Manager to sign off on any items noted from the walk.
  5. The Close of Escrow is approx. 7-14 days after the sign offs have taken place.

Step 2: Call-Ins & Claim Submissions

  1. You will call or email into ProHome with your warrantable claims.
  2. Your Client Relationship Coordinator will triage your claims and may ask you to provide pictures/videos.
  3. Call-in claims that are warrantable are reviewed at the weekly builder meeting for any subcontractor assignments.
  4. Your Client Relationship Coordinator will schedule your warranty work with you and Pacesetter Homes’ subcontractor.
  5. Your Client Relationship Coordinator will follow up and track the warranty claim through completion.

Step 3: 30 Day Orientation & 10-Month Final Review

*These are initiated by the homeowner
  1. You are eligible for a 30-Day Orientation & 10-Month Final Review as part of Pacesetter Homes’ warranty.
  2. You will reach out to Prohome to initiate the walk around the 30-Day timeframe and again at 10-Months.
  3. You will enter all your qualifying claim requests in ProHomeLive and submit.
  4. ProHome will schedule and conduct one of these walks documenting and taking photographs of the items from your list while providing determinations on the claims.
  5. Your Client Relationship Coordinator will schedule any approved warranty work with you and Pacesetter Homes’ subcontractor and follow up through the completion of the claims.

Emergencies

  1. You call in warrantable emergency claim 24/7/365.
  2. ProHome’s After-Hours Client Relationship Coordinator will respond within “1” hour to begin triaging the issue with you and may ask you to provide pictures/videos.
  3. ProHome’s After-Hours Client Relationship Coordinator will assign the proper emergency subcontractors to resolve the emergency who will be in contact with you within 24 hours.
  4. Your Client Relationship Coordinator will follow up with you the next business day to confirm the completion of your emergency request.

10‑Year Structural Warranty Protection

Every Pacesetter home includes a 10‑year structural warranty backed by Maverick, an independent third‑party warranty provider. This coverage is included with every home purchase at no additional cost.

The Maverick warranty provides written coverage details and added oversight, including third‑party inspection related to the home’s foundation system and final grading as defined in the warranty documents.

Maverick has been providing warranty and risk management services nationwide since 1990 and works only with builders that meet specific qualification standards; not every builder is eligible to offer a Maverick warranty. We’re proud that our homes are backed by a warranty provider as committed to long‑term performance and homeowner protection as we are.

What happens at the 30-Day Orientation & 10-Month Final Review?

30-Day Orientation

Pacesetter Homes provides you the opportunity to have a 30-Day Orientation. You will be able to submit new non-cosmetic claims to have reviewed.

  1. Re-Orientation of Major Mechanical System
  2. Review of current and upcoming normal & seasonal maintenance items.
  3. 30-Day Claims Review based on homeowner submitted concerns (Non-cosmetic)

10-Month Final Review

Pacesetter Homes provides you the opportunity to have a 30-Day Orientation. You will be able to submit the following:

  1. Review of 2nd year warranty. Major Mechanical, Electircal, Plumbing & HVAC.
  2. 2-10 Year Warranty with Maverick Structural/Foundation Coverage
  3. 10-Month Final Review of new claims based on homeowner submitted concerns. (Non-Cosmetic)

Common Items Not Covered Under Warranty

Not all items are covered under the home warranty. The following outlines common exclusions, including normal wear and routine maintenance.

General paint touchups are considered homeowner maintenance after closing. A paint touch up kit is provided for this purpose.

Hairline cracks in drywall are considered homeowner responsibility as these can simply be painted over to fill the crack.

Must be protected from sharp objects, heat, abrasives, and liquids. Cracks, chips, and scratches are not the responsibility of the builder. Do not allow water to sit on the seams; damage may occur.

Hairline cracks in mortar can be expected and are not considered a defect. Cracks exceeding 1/4″ or visible from 20 feet are warrantable.

Proper lawn and landscape care are the homeowners responsibility. Dead sod, trees, and shrubs are not the responsibility of your builder after closing.

All caulking must be maintained by the homeowner. Shrinkage and cracks will occur. It is the homeowner’s responsibility to re-caulk areas after closing in which this occurs. This should be checked semi-annually.

Hairline cracks in concrete driveways, sidewalks, and patios can be expected and are not considered a defect. Only cracks exceeding 1/4″ width or vertical displacement are considered warrantable requests.

Small cracks in grout can be expected. This can be remedied with caulk and is considered Homeowner maintenance. Cracks exceeding 1/16″ in width are considered warrantable. Cracks in tile are not the responsibility of your builder.

Care must be taken to avoid damage to Tile, LVP, and Harwood floors. Furniture can cause dents, tears, or scratches. A squeak proof floor cannot be guaranteed.

It is the homeowner’s responsibility to maintain drainage. Use caution when adding pools or landscape that may change the established drainage pattern.