Plumbing - Customer Service

INTRODUCTION

The plumbing system in your home delivers clean water to fixtures and appliances while safely removing wastewater. This system is designed to function efficiently with minimal maintenance for years.

Your plumbing system comes with a 1-year warranty on fixtures, and a two-year warranty on pipes and “behind the wall” components.

The water heater itself is warranted by the manufacturer.

This information will help you understand your plumbing system, handle minor issues, perform routine maintenance, and identify when to contact the Customer Service Department for assistance. Addressing maintenance, inspections, or concerns promptly can help prevent more significant and costly issues in the future.

DRAINS AND P-TRAPS

Drains remove wastewater from your sinks, tubs, toilets, showers, floor drains, and appliances and transport it to the city sewer system

Each drain features a J- or sideways P-shaped section called a P-trap, which holds water to prevent sewer gases from entering your home. Sink P-traps are exposed and easily accessible, while those for tubs, showers, and floor drains are hidden. Toilet P-traps are built directly into the fixture.

Each type of P-trap requires inspection and maintenance – they are to be maintained full of water, and clear of debris or blockages. To prevent clogs, avoid putting grease, hair, lint, or debris down drains.
To clear sink P-traps of debris or blockages clean the exposed P-trap by disassembling, clearing, and securely reassembling it – be sure to use a bucket or pan under the drain to catch any water.
To clear other types of P-traps use a plunger, plumber’s snake, or spring-steel auger to remove or retrieve the blockage.
Avoid using caustic chemicals like Drano, as they can damage your pipes and cause bodily harm.
Run water down infrequently used drains to maintain the P-trap seal and block sewer gases. Hand tighten P-trap connections periodically to ensure water tightness.

SUPPLY LINES, SHUT-OFFS, AND PRESSURE REDUCER VALVES

Supply lines deliver clean water to faucets, fixtures, and appliances. These lines are pressurized and include shutoff valves to turn off the water flow for maintenance or emergencies.

Shut-off valves for sinks, appliances, and toilets are exposed and easily accessible and control water only to that specific feature. Tubs and showers do not have individual shut-off valves but can be turned off using their faucet handle or by shutting off the main water supply valve to the whole house.
In single family homes and townhouses, the main water shut off is typically located in the basement on an exterior wall, and in condos it is located in the mechanical room for each home.
Shutting off the valve at the water meter by the street will also shut off water to the whole house.
To close any shut-off valve, turn the valve or handle 90 degrees or perpendicular to the supply line. For all shut-off handles – parallel is on, perpendicular is off.
It is important to know the location and function of all shut off valves for maintenance, emergencies, or for times when you will be away from the home for an extended period of time.
Pressure Reducer Valve (PRV) is located near the main shut off inside the house
The PRV comes preset. If adjustments in pressure are needed, please contact a plumber.
For Condos, there is one PRV for the entire building.
When the Primary Bathroom tub faucet has separate handles for the hot and cold water, you will also have a separate mixing valve. This valve is located under the sink and is required by code to prevent scalding.
1.       To increase the ratio of hot and cold water to the tub:
1.       Partially unscrew the screw in the top of the handle
2.       Lift the handle to engage the gears in the valve
3.       Adjust to your preferred temperature.
2.       Note: The water heater in your home allows for a maximum hot water temperature of 120 degrees.

Note: Most pressure related issues can be resolved by flushing the water heater to clear mineral deposits, or by changing a filter/aerator at the individual faucet or shower head. See below for more information.

PLUMBING APPLIANCES

Garbage Disposals, Water Heaters and Water Softeners, like all appliances in your home, are covered by a manufacturer’s warranty. By registering them and following a few simple tips, you can ensure they last and continue to serve you well for years to come.

Water Heater

Water flow can become restricted by mineral buildup in the water softener.
Schedule professional maintenance every year to keep the system functioning at its best and to catch any potential issues early.
Flush kits are also available at local hardware stores.
The Noritz user manual recommends using a softener in areas with water hardness of 12 gpg (grains per gallon) or higher. A Scale Shield Water Filter can also extend your tankless water heater’s lifespan. Even in areas with lower hardness, a water softener will still benefit your heater, plumbing, and appliances, saving you time and money in the long run.
If you notice a reduction in water pressure for the entire home, have the water heater flushed.

Garbage Disposal

Do not put hard or fibrous materials down the sink drain as these may damage or bind the garbage disposal.

If the garbage disposal becomes stuck, trips the power, or grinds improperly, follow these steps:

Turn off and unplug the disposal before inspecting or clearing debris.
Clear debris from the sink and disposal.
Plug the disposal back in, run water, and turn it on.
If it still doesn’t sound right or doesn’t turn on, turn it off immediately and unplug it again.
Manually rotate the disposal: Use the disposal wrench at the bottom of the unit to rotate the blades and clear any blockages. For some disposals, a special larger wrench can be inserted through the sink drain opening to achieve the same result.
Check the reset button: Locate the trip button at the bottom or side of the disposal and reset it if necessary.
Inspect for debris again after manual rotation.
Plug the disposal back in, run water, and test it.
Repeat these steps as necessary to resolve the issue.

Water Softeners

Water softeners can play a vital role in maintaining your plumbing system and extending the life, performance, and efficiency of your pipes, fixtures, and appliances, especially in areas with hard water. Here are some general tips to maximize the benefits of your water softening system. We also recommend reviewing the manufacturer’s guidelines, registering your softener, and staying on top of routine maintenance.

Program the softener based on the hardness level of your water. You can use test kits available at hardware stores or contact your local city provider for this information.
Check and refill the brine tank with softener salt regularly. Make sure it doesn’t run empty to ensure consistent performance and prevent damage to the system.
Periodically use a resin cleaner to clean the resin bed and prevent mineral buildup, which can impact the system’s efficiency.
If your model has filters, replace or clean them as needed to maintain optimal performance.
Schedule professional maintenance every 1–2 years to keep the system functioning at its best and to catch any potential issues early.
Properly calibrated water softener systems benefit all appliances, especially tankless water heaters.

For additional assistance with any plumbing appliance, please contact a plumber or the specific manufacturer.

HOMEOWNER MAINTENANCE TIPS

Cleaning

Clean fixtures and parts regularly using non-abrasive cleaners to prevent scratches, chips, or other damage that is not covered under warranty. Avoid cleaners with abrasives or harsh chemicals, as they can damage finishes and void warranties. Always clean stainless steel in the direction of the original polish to maintain its appearance.

Shower Heads & Sink Aerators

If you notice a reduction in water pressure at one fixture, the aerator and or filter should be cleaned or replaced. Clean every few months or as needed.

Drain Smells

Smells originating from a sink drain can be resolved by pouring half a cup of bleach down the overflow drain at the top of the sink. Allow the bleach to sit for a few minutes and then flush with water. Repeat as needed. Floor drains can run dry allowing sewer gases to stream into the home. Simply flush the drain with water to refill the P-trap.

Water Heater Maintenance

Register your water heater with the manufacturer and follow their recommendations for temperature settings. Flush the tank annually to remove sediment buildup that can reduce efficiency.

Freeze Protection

To protect your water lines from freezing, follow these precautions:

Ensure the cover for the outdoor water meter and pipes is intact and undamaged.
Disconnect and drain hoses and hose bibs during winter.
Keep the furnace running during winter, even when away, to prevent freezing.

Leak Prevention

Periodically check under sinks and around fixtures for moisture or pooling water. Address small leaks promptly to prevent larger problems.

Extended Absences

Consider shutting off your home’s water supply if you’ll be away for an extended period.

By following these guidelines, your plumbing system will remain efficient and reliable for years to come. For help with warranty issues or questions, please contact our Customer Service Department.

SUBMIT A WARRANTY REQUEST

Have any additional questions or concerns about your home? Fill out a Warranty Request and we would be happy to assist you!

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Table of Contents

INTRODUCTION

DRAINS AND P-TRAPS

SUPPLY LINES, SHUT-OFFS, AND PRESSURE REDUCER VALVES