Customer Care

daughter in house
the best foundations are built on trust
The New Home Company is concerned with the unprecedented global challenges we face due to the coronavirus (COVID-19). Please be assured that keeping our Team Members, Homeowners and Trade Partners safe is our top priority.

An Update on Warranty Requests
In order to promote our homeowners’ and team members’ safety, we are instituting a 14-day suspension on servicing non-emergency homeowner warranty requests. We understand some of the natural burden that will result from this precautionary step, but it is done with respect to ensure the safety of your home and our team members. In addition, some of our trade partners have communicated 30-day delays in their ability to respond to homeowner-occupied service requests in an effort to maintain a safe workplace. We will communicate any additional delays to you as you submit requests. Any such delay on our end in making warranty repairs will not impact the warranty expiration date for warranty requests. Despite trade partner delays, we will continue to use our absolute best efforts to respond to any emergency warranty requests. However, if you are ill, please understand that we will need to wait to perform any service requests until you are feeling better, and our employees have been counseled not to perform any service requests if a homeowner is visibly ill. In addition to monitoring guidance from local, national and global health organizations, we have developed precautionary measures to maintain a clean and healthy environment and minimize risks that we wanted to share with you:
• First, we have provided enhanced education and support to each Neighborhood Sales Manager, Design Consultant, and Customer Care Representative on safety measures regarding their own personal health to ensure that all interaction with customers is done with a healthy NWHM team member, including educating on proper coughing and sneezing etiquette, utilizing proper safety equipment, ensuring that employees presenting any signs of illness stay home, and providing for sanitizing solutions to be used in high-touch, high traffic areas.
• Second, we have similarly asked our trade partners, suppliers and consultants to refrain from coming to our offices, jobsites, or to perform service requests if they are exhibiting any signs of respiratory illness and that we are notified if any of their team members have tested positive for COVID-19. We appreciate your patience and understanding during this difficult time. As always, we are grateful for the opportunity to serve you. Rest assured, we’re doing everything in our power to provide a safe and healthy environment for our Team Members, Trade Partners, and our Communities.
Service Contacts
California
Southern California
Call: (949) 382-7800
Emergency After Hours:
(949) 472-5518
CustomerCareSoCal@NWHM.com
Northern California
Call: (916) 771-2223
Emergency After Hours:
(866) 484-2402
CustomerCareNorCal@NWHM.com
Arizona
Call: (480) 361-8681
CustomerCareAZ@NWHM.com