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Warranty Claim Processing Timeline

Here’s How it Works

2-10 HBW is the first point of contact for all homeowners with warranty questions. All 1 year workmanship and 10 year structural inquiries are directed to a trained warranty team.

1. Homeowner submits a claim to 2-10 HBW.

2. 2-10 HBW educates the homeowner on the coverage provided by the warranty.

3. Homeowner is given instructions by 2-10 HBW on how to submit a warranty service request.

4. 2-10 HBW provides detailed list of requested repairs, matched to the applicable warranty standard including clearly identified non-covered items, to the builder and homeowner.

5. Builder processes service requests and dispatches the contractor of their choice. Appointments will need to be verified by the homeowner.

6. 2-10 HBW assists with communication and scheduling coordination with the homeowner until all covered repairs and completed.

7. 2-10 HBW retains all documentation and correspondence related to service requests for 10 years.

For More Information – 800.811.8787

Frequently Asked Questions

Unwarrantable Conditions

1. Non-structural cracks: A non-structural crack is defined as one that that does not affect the structural integrity of the house, although to some they might appear unsightly. In our experience, the attempted patching of non-structural cracks often looks worse and is more noticeable than was the original crack.

     A – Concrete patios, walks and drives can develop cracks due to expansion and contraction of the concrete or the soil on which it is laid. There is no known method for eliminating this condition.

     B – Sheet rock, paneling and wood can develop shrinking cracks in the drying out process of your home. This is normal.

     C – Stucco may have some cracking, which is normal, most commonly found around windows and doors.

2. Oil spots on marble or tile: These materials are soft and can become stained if oil or oil-containing materials are allowed to stand and penetrate the marble or tile. The best protection is regular cleaning and due care.

3. Brick and stone discoloration: Bricks and stone may discolor due to the elements, rain, run off, and weathering or its due to its own chemical composition. Should this occur, it may be cleaned with a manufacturer recommended cleaner. Upon request, we will supply you with the name of company supplying you with brick and stone. Should you desire to clean your brick or stone, please check with this company first regarding what kind of cleaner should be used for your particular color and type of brick or stone.

4. Broken glass: Unless the glass breakage is caused by structural stress, the homeowner is responsible for replacing all broken glass.

5. Mirror defects: Top quality glass has been used throughout your home. The builder cannot warrant possible defects such as waves in glass, scratches, or silvering failure, which are beyond his control. Steam and minute oil particles can affect mirror silvering. Take care not to touch the silvering with painting compounds or oil, which can deteriorate the silvering and diminish the quality of the mirror.

6. Stained woods: Wood cabinets, paneling, trim moldings and doors all have variations in wood grain and in the density of the wood. Wood will not have the uniform appearance of a painted surface.

7. Paint: Quality paint has been used on both the interior and exterior of your home. Surfaces have been properly primed and finished to prevent defects. Under certain conditions or with exposure to extreme sun and weather, color fastness may not be able to be maintained. Chips, cracks, and peeling are common occurrences due to the cause other than the paint or its application.

For example, allowing lawn sprinklers to hit painted areas will greatly reduce the life expectancy of the paint in those areas. Not keeping painted surfaces clean aid the growth of fungi and will also reduce the expectancy of painted surfaces

8. Chips, scratches, or marks: Tile, woodwork, walls, porcelain, brick, mirrors, plumbing fixtures, etc. chip, scratch, chip or mark with use. These conditions are not warrantable.

9. Spots or stains: With use, carpet may stain or spot. This is not warrantable.

10. Dripping faucets or toilets: After 90 days of occupancy dripping faucets or toilets are not warrantable.

11. City or Utility Company meter problems: The developer, City or Utility Companies, installs the service lines to your home and back filling of their trenches are not warrantable.

12. Drainage: Should you change the drainage pattern due to a change in landscaping design or for other reasons, be sure the same drainage slope and flow is retained as per
your City Approved Drainage Plan. Your house has been graded to drain away from your home, and follow the drainage plan. The builder assumes no responsibility for water damage or any or any other type of damage caused by any changes in the drainage slope created by you or by nature (i.e.; rain, wind, etc.). If you do not landscape areas of your yard, in time it will begin to wash away and deteriorate. This is not covered under warranty.

13. Utilities shut off: Sometimes, when the City or the Utility Company shuts off the water, natural gas, or electricity at the source, certain cleaning and restarting procedures will need to be performed by the homeowner. This may include cleaning out your water lines, relighting your furnace, water heater or other gas appliances, or resetting the circuit breakers for specific appliances. This is not warrantable.

14. Electric light bulbs: Light bulb replacement is not warrantable.

15. Roof: The roofing contractor offers an extended warranty beyond 1 (one) year. Please contact them for details. Roof leaks caused by owner or his agents are not covered by the warranty. Do not walk on tile roofs, they can break easily and damage is not warrantable.

16. Water wells: Water wells are not warranted by the builder. If your home is serviced by a water well, all warranty claims related to the well must be made directly to the well driller.

  • After Hours Home Emergency Procedures

    If you experience an emergency with your home after normal working hours (Monday thru Friday 8:00 a.m. to 5:00 p.m.), please take the following steps to ensure the best possible service.

    If you have a gas leak, contact New Mexico Gas Company immediately at (505) 697-3335.

    If you have a broken water pipe please shut off water at house and drain the system. (Open hose bib or faucet at tub or shower). If you have a broken sprinkler line, shut off the water at the meter box by the curb.

    Is this an Emergency? Is there a total loss of power only to your home, total loss of heating or cooling, or flooding?

    If the answer is “yes”, follow the steps below.

    If the answer is “no”, but you have issues that need to be addressed, refer to your sheet on “How to Submit A Warranty Claim” during normal business hours which will give you the best response to your issues.

    1. Follow trouble shooting protocol on pages 13-14.

    2. Contact the major subcontractor associated with the emergency listed on page 23.

    3. Follow up with the Warranty Department on our website at as soon as possible.

  • Major Subcontractors

    The following is a list of the major subcontractors used on your home.


    All Power Electric – (505) 792-4663


    Redline Mechanical – (505) 508-4089
    Redline Mechanical – After 5 pm – (505) 803-3748
    BMI – (505) 797-2149

    Heating & Cooling

    Redline Mechanical – (505) 554-2351
    Redline Mechanical – After 5 pm – (505) 803-2890
    BMI – (505) 797-2149


    Otero & Sons – (505) 836-5143

    Security System

    All Power Electric – (505) 792-4663

    Garage Door

    Wayne Dalton – (505) 888-5900

We are here to assist you in your RayLee Home Warranty needs.

Please submit a warranty request using the form below.

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