New Home, Hidden Defects, and the Value of Having Someone in Your Corner

Client Context

• Client Profile: New homeowner, therapist with her own practice.
• Property Location: Mount Pleasant, SC
• Property Type: Single-family home, built 2025, ~2,500 sq ft
• Service Plan: Premier Plan (~$250/mo) + Haven On-Site add-on
• Client Since: June 2026
• Timeframe Covered: June 24, 2026 (first quarterly evaluation)

Problem: Why did the client need us?

When this Mt. Pleasant homeowner joined Haven of Charleston in June 2026, she brought with her a set of challenges that went beyond typical maintenance. As a new homeowner managing a newly built home and her own practice, she was already short on time. Estimating that coordinating maintenance, fielding contractor calls, scheduling, and navigating her builder's warranty department consumed roughly 6–8 hours per incident. That figure accounts for the full cycle: reaching the warranty department, waiting for responses, making the case for coverage, scheduling with warranty and/or repair teams, and waiting while work was completed.

Her reluctance to manage contractors alone was not abstract. A prior incident with a service company had left her with genuine concerns about her personal safety when repair personnel were present in her home. That experience made the thought of coordinating with the warranty department and multi-company roof and gutter repair on her own unsettling.

What made the situation worse was that she did not know the problems existed. Her 2025 new build appeared sound, but after Haven's roof evaluation during the initial quarterly maintenance, hidden concerns were discovered.

Challenge: What did the client need Haven to address?

A brand-new home with construction defects. Haven's first quarterly evaluation identified three distinct issues: a damaged roof shingle, a broken gutter section, and — most concerning — improperly installed pipe boots. Pipe boots are the rubber seals surrounding roof penetrations such as plumbing vents; when installed incorrectly, they create an open pathway for water intrusion that can go undetected for months. On a coastal property in Mount Pleasant, where humidity and storm exposure are constant, the risk of water leaks is significant. Haven confirmed the findings with a vetted roofing professional before bringing them to the homeowner's attention.

Warranty department struggles. The homeowner had previously worked with her builder's warranty department independently and described the experience as "horrible," characterized by rude representatives, difficulty scheduling, and repairs that were ultimately not completed correctly. Repeating that process was not something she looked forward to.

Risk of inaction. Once a pipe boot fails and goes undetected, water intrusion is the likely outcome. This quietly worsens over weeks or months before becoming visible. Based on local repair estimates for Mount Pleasant properties in 2026, the cost increases significantly with time as more damage is caused:

• Tier 1 — Minimal: Caught early; 1–3 cracked shingles or failed pipe boot seal, no interior damage — $350–$750
• Tier 2 — Moderate: Active leak for weeks; minor attic moisture, no rot — $800–$2,000
• Tier 3 — Significant: Active leak for months; partial deck softening, insulation saturation, ceiling staining — $2,000–$5,500
• Tier 4 — Severe: Long-term undetected leak; deck rot, structural sheathing replacement, mold remediation, interior drywall damage — $6,000–$15,000+

Solution: How did we solve the client's problem?

Haven's help on June 24, 2026, was detailed, proactive, documented, and complete.

Defects identified and documented. During the initial quarterly evaluation, Haven identified all three defects — damaged shingle, broken gutter, and improperly installed pipe boots — which were invisible to the homeowner. Findings were verified with Haven's vetted roofing professional and documented with detailed photo and video evidence before any claim was filed.

Warranty claim filed and advocated. With the homeowner's authorization, Haven represented her directly with the builder's warranty department. Armed with organized visual documentation and detailed written descriptions of each defect, Haven filed the claim on her behalf. Where the homeowner had previously encountered resistance and rudeness while navigating this process alone, Haven's structured, evidence-based approach resulted in the warranty department approving and scheduling repairs within a week and covering the full cost of all three defects.

Two repair teams, same day. Haven coordinated with the warranty department to schedule both the roofing contractor and the gutter repair team to complete their work on the same day, minimizing disruption to the homeowner's schedule.

Haven On-Site: safety and oversight, start to finish. Haven co-founder Mike Peterson was present on-site for the full 4 hours of repair work. Haven met the repair teams at the property, explained the documented issues, remained present throughout the work, provided the homeowner with real-time updates, and confirmed all work was completed before the contractors departed. For a homeowner who had experienced uncomfortable interactions with service personnel in the past, this was not just a convenience but a safeguard.

Drone roof evaluation: independent verification. After the warranty repairs were completed, Haven conducted a drone roof evaluation to independently verify that all work had been performed correctly. The results confirmed proper completion and created a documented baseline of the roof's post-repair condition. This record now serves as evidence in any future warranty dispute or insurance claim.

Measurable Outcomes

• Defects identified: 3 (damaged shingle, broken gutter, improperly installed pipe boots)
• Warranty claim value: ~$1,325–$2,500 (covered in full by builder)
• Potential damage prevented: Up to $15,000+ (Tier 4 water intrusion scenario)
• Time returned to homeowner: ~6–8 hours (absorbed by Haven)
• Haven On-Site hours: 4 hours
• Homeowner out-of-pocket cost: $100 (Haven On-Site service)
• Vendors coordinated: 2 (roofing + gutter, same day)
• Post-repair verification: Drone roof evaluation completed and documented