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

As an update to our latest communication to you on March 31st, our suspension on servicing non-emergency homeowner warranty requests will remain in place as appropriate, consistent with the latest local, state and federal guidelines, subject to exceptions based on jurisdiction. As we noted in our prior communication, any delay on our end in making your warranty repairs will not impact the warranty expiration date for warranty requests. Please continue to submit your requests and we will defer those that are “non-emergency” until social distancing guidelines have been lifted. We will continue to do our best to service emergency warranty requests, subject to our Customer Care Team Members and Homeowners completing wellness certifications. We appreciate your continued patience during this difficult time.

• Additionally, 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.

• Moreover, 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