Customer Care

Customer Care that lasts long after the sale.

By the time you move into your new home, you’ve gone through a truly special experience with HearthStone Homes. And of course, we don’t see your closing day as the close of that relationship!

To begin with, your Customer Care Field Manager will give you Customer Service Request Forms at the time of your New Home Orientation, and will explain how to fill them out. This convenient form helps you list any items in need of repair. Please mail or fax the completed form to our Customer Care Department.  If you do not have the “forms” to use, a letter by mail, e-mail or fax will suffice for warranty repairs.  The e-mail instructions are below.

Moving can be hectic – if you’ve misplaced your HearthStone Homes warranty manual, contact Amber, our warranty rep, and she’ll be glad to send you a new one.

Contact information: 

•    Mail: "Attention Customer Care" 810 N. 96th St., 3rd Floor, Omaha, NE  68114
•    Phone:  402-339-0150 ext 130
•    Fax:  402-339-1509
•    E-mail: cc@myhearthstonehome.com

Submit your warranty repair requests online.

There’s no need to delay reporting your concerns because you are unable to locate a form – written communication from you will be accepted in any format.  Please include your address and any updated phone numbers and e-mail addresses when submitting your request for service.

Except in the event of emergencies or priority requests, VERBAL MESSAGES OR TELEPHONE CALLS WILL NOT BE ACCEPTED.  Our Customer Care Department wants to respond to your service requests and therefore must have them in writing to avoid misplaced notes, errors in verbal communications, or delays in messages not reaching the appropriate person to process your requests.

Please keep in mind your Warranty Service Program does not include maintenance of your home, or items not mentioned in the New Home Warranty & Maintenance Guide.