An Important Message from John Houston Custom Homes

At John Houston Custom Homes, we want you to know that the health and safety of our homeowners, our employees and our contractors is very important to us.

As we strive to deliver excellence and second mile service, we are mindful of your health and protecting your home as well as the health and safety of our employees and the employees of our subs and trade partners. We want to be proactive with honest communication by sharing with you what you can expect from John Houston Custom Homes in terms of warranty requests at this time.

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An Important Message from John Houston Custom Homes

At John Houston Custom Homes, we want you to know that the health and safety of our homeowners, our employees and our contractors is very important to us.

As we strive to deliver excellence and second mile service, we are mindful of your health and protecting your home as well as the health and safety of our employees and the employees of our subs and trade partners. We want to be proactive with honest communication by sharing with you what you can expect from John Houston Custom Homes in terms of warranty requests at this time.

  • We will continue to dispatch warranty service requests as usual until further notice. Please note that there may be delays from certain subcontractors and suppliers on non-emergency requests due to suggestions by the CDC regarding the Coranovirus-19.
  • We are regularly communicating with our employees and contractors to ensure they continue to make health and safety a priority. The recommendations we’ve put forth include:
    • Stay home when they are ill or have a fever
    • Keep the recommended 6-foot distance from customers and avoid physical contact, including handshakes
    • Follow Centers for Disease Control (CDC) guidelines to protect themselves and others including safety measures for personal hygiene

It is our desire to address your warranty item as soon as possible. However, we want to ensure that you are comfortable when requesting service. If you are comfortable then we will do our best to get those items addressed as our normal process. However, if you have non-emergency warranty items you would like addressed, but are concerned about having our team members in your home, we understand. Please continue to submit your requests within your warranty period, but no later than 15 days after the expiration of the term of your workmanship and distribution systems warranty. We will catalog these requests and work with you to coordinate service at a more convenient time.

If you experience a warranty-related emergency, these will need to be addressed as soon as possible. Our employees and subcontractors will work closely with you to develop a service plan that works for your specific situation. Please refer to your New Home Orientation documents for reference on true emergency criteria.

John Houston Custom Homes will continue to answer phone calls and emails but we ask for your patience should there be a delay in turnaround time for non-emergency repairs.

We thank you for your understanding and patience during this unusual and difficult time. If you have any further questions, please feel free to contact us at warranty.oncall@jhoustonhomes.com.

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Warranty Request

 

Emergency Response: If you are experiencing an immediate “Emergency Warranty Item” please refer to the contact information provided in your Homeowner Orientation Manual or you may contact us at 866-215-8450. A warranty representative will respond back within 30 minutes. 

Examples: Uncontrolled Water Leak, No A/C, No Electricity, Stoppage of Sewer

 

Welcome to the John Houston Custom Homes Warranty Request page where we are committed to deliver a quick and easy warranty experience for all homeowners. We proudly partner with Hyphen Solutions to provide our homeowners with a Warranty Portal that streamlines the process. To submit a Warranty Request, login to the Homeowner Portal below. To request access to the portal, please complete the "Request Access to Homeowner Portal" form below.





All warranty request responses will follow the below guidelines.

 

Non-Emergency Response: If your warranty request is received Monday – Friday before 3:00 p.m., a Warranty Representative will contact you by the end of day. If your request comes in after 3:00 p.m. Monday - Sunday, a Warranty Representative will contact you by 12:00 p.m. the next business day. 

 

Home Access: Please provide access to your home within 3 business days of your initial warranty request. Unavailability may result in closing of the warranty request.

 

Thank you, 
Warranty Support Team

 

Request Access to Homeowner Portal