We do provide you with a list of emergency contacts for certain trade partners/contractors you can contact for certain emergencies. Please understand that there is a difference between ‘emergency’ (as defined for the purposes of warranty work) and ‘urgent concerns’. Some situations that involve risk of grave injury are obviously beyond the scope of the builder warranty. Call 911 in those instances. Other critical situations, such as a discernible gas leak inside your home, require you to leave the home immediately; don’t use a cell phone, a landline, an electrical appliance of any kind, or light switches…just leave! Call 911 from outside the home or from a neighbor’s home, but not from inside your home. Once that situation is safely resolved, a determination can be made about whether the issue is a warrantable problem.
For problems like a complete loss of power (not involving an area-wide black out) or a complete loss of heat during cold weather periods, one of the numbers that we have provided you should get the response you need.
For most other situations, urgent though they may be, we suggest that you first treat it as a maintenance issue and do what you can immediately to control the situation and mitigate any further damage. This could entail calling for professional help (such as a remediation or restoration service company) and notifying your insurance company, if the matter may result in a claim against your homeowner’s insurance policy. If it is a matter that may be a warrantable problem, you will need to submit a service request so that we can respond during normal business hours. The builder does not maintain a 24/7 response capability, so non-emergency warranty requests are dealt with as quickly as possible, but during normal business hours.
If the issue in question is neither an emergency nor especially urgent and you are not sure who to contact, please contact our Customer Care Team through our online portal, and we will attempt to answer your questions or point you in the right direction.