| Day 0 | Move-In + Warranty Packet Delivered | Homeowner moves in. NPLD delivers warranty packet: NPLD 12-month workmanship terms, manufacturer warranty cards (faucets, appliances, fixtures, etc.), care + maintenance guide, key contacts. | Warranty packet in homeowner's hands. | Generic warranty packet — manufacturer cards missing, homeowner can't register products. |
| Day 30 (30-Day Walkthrough) | 30-Day Courtesy Walkthrough | NPLD project manager + homeowner walk every room. Common items: settling cracks at corners, caulk shrinkage at countertops/showers, paint touch-ups, door + drawer adjustments, hardware tightening, HVAC zoning adjustments. | 30-day items documented + addressed within 5 business days. | Skipping 30-day walkthrough — homeowner notices items later + becomes frustrated. |
| Month 1-6 | Active Warranty Period — As-Needed Calls | Homeowner reports issues via direct call to project manager. NPLD responds within 24 hours, dispatches crew within 5 business days. Most items: paint touch-ups, hardware fixes, HVAC adjustments, minor plumbing tweaks. | All reported items addressed. | Slow response to homeowner calls — relationship damage. |
| Month 6 (6-Month Walkthrough) | 6-Month Courtesy Walkthrough | NPLD revisits to catch seasonal issues: how the HVAC handled summer (or winter), any new settlement, sealant performance (caulks, grouts), exterior weathering. Adjustments made on the spot or scheduled. | 6-month items documented + addressed. | Homeowner doesn't know to ask for adjustments — issues continue. |
| Month 6-12 | Continued Warranty Coverage | Same as Month 1-6: direct call, 24-hour response, 5-business-day dispatch. NPLD's warranty covers workmanship + installation defects. | All reported items addressed. | Treating warranty as obligation, not relationship investment. |
| Month 12 (12-Month Walkthrough) | 12-Month Courtesy Walkthrough + Warranty End | Final scheduled walkthrough. All workmanship issues addressed. NPLD warranty period ends. Manufacturer warranties continue per their terms (typically 1-25+ years). | 12-month items addressed. Warranty signed off. | Closing relationship at 12 months instead of building for repeat customers. |