Resident Services
Manage all your support requests in one place: create a new case, check its status, and find clear answers to residents’ frequently asked questions.
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How do I report a problem or defect in my property?
On the Grupo Residencial Resident Services page, select “Create a New Case,” describe the problem, and include the requested information about your home. You can also attach photos or documents to help with the review. Once submitted, the case will be logged for follow-up.
How do I follow up on a case I already reported?
Select “View My Cases” to check the status of your requests and review any available updates. From this section, you can also see if the responsible team needs additional information to continue evaluating the case or address the reported issue.
What information should I include when creating a case?
Include the project, your home’s details, and the affected area. Clearly describe when you noticed the issue and attach photos that show it. Providing complete information from the start helps the responsible team evaluate the case and determine next steps.
What is the warranty period for my home?
The warranty is calculated from the date of your home’s occupancy permit. Built-in equipment, fixtures, and accessories are covered for six months, while damage arising from construction carries a twelve-month warranty.
What does the warranty cover, and what doesn't it cover?
During the first six months, the warranty covers locks, doors, windows, plumbing fixtures, bathroom accessories, cabinetry, faucets, and electrical components.
The twelve-month coverage includes the structure, roof leaks, ceilings, electrical wiring, plumbing, floors and tile, water infiltration, and wall cracks.
The warranty does not cover damage caused by improper or excessive use, mishandling, neglect, impact, fire, forced entry, or other actions or omissions attributable to the owner. To request an evaluation, claims must be submitted in writing and must indicate the damage, when it was detected, and the steps taken to prevent it from worsening.
Who do I contact for a request related to common areas?
Requests related to common areas should be directed to the administration of the corresponding PH (homeowners’ association). If your request relates specifically to your home’s warranty, you can contact Grupo Residencial’s Customer Service office at postventapdn@gruporesidencial.com or by phone at (+507) 203-0892.
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Didn't find the answer you were looking for?
Reach out to our Resident Services team for guidance on your request or to resolve a question related to your home.