Emergency Repair

What is an Emergency/Priority Service Request?
A homeowner emergency means you cannot live in your home until the next business day.  A priority request means you can live in your home until the next business day, but that damage will worsen if you delay repairs.  Contact by a Customer Care Field Manager will be made within one hour, after we have received your service request.  If it is determined that your request is an emergency, service will be initiated within 24 hours.  If it is determined that your request is a priority, service will be initiated within the next business day.  The following are examples that would require attention.  This list is not all inclusive and if in doubt, please don’t hesitate to call.  Note: e-mails will not be responded to until the next business day.

Should you experience any of the issues listed below, rest assured that HearthStone Homes takes the situation very seriously and will act immediately to remedy the situation and keep your family and home safe.

Emergencies—Contact the Customer Care Department if:

  • You experience a complete backup of your sewer system.
  • You discover a WATER LEAK that requires shutting off your water service at the meter to avoid serious damage to your home and/or furnishings.
  • You experience a COMPLETE LOSS OF HEAT during the cold winter weather, after checking the electrical switch and breaker, thermostat, gas meter, and gas valve to your furnace.
  • You have a failure of the AIR CONDITIONER in the hot summer months.
  • You are locked out of your home with your keys not working at the time of your closing.
  • You are unable to secure any exterior doors to your home.
  • You discover your sump pit has filled with water 2 inches from the top (until HearthStone can install a temporary pump, it is the homeowner’s responsibility to bail water out).  

Priorities—Contact the Customer Care Department if:

  • You discover a PLUMBING LEAK that does not require you to shut off the water service at your meter to avoid serious damage to your home and/or furnishings.
  • You experience a ROOF OR WINDOW LEAK that does not cause serious damage to your home or furnishings.
  • You discover missing shingles or sections of siding on your home.
  • You have a malfunction of any circuit breakers.
  • The pilot light on your hot water heater will not stay lit.


**If you smell gas in or around your home, please leave your home and contact your gas utility company immediately.

Who To Call: 

DURING BUSINESS HOURS

Call into HearthStone Homes, Inc. Office at 339-0150
Press extension 130 to be connected to the Customer Care Office Coordinator

   
AFTER HOURS REQUESTS
If you have an emergency/priority after normal business hours:

Call into HearthStone Homes, Inc. Office at 339-0150
Press 5 for Customer Care
Once in Customer Care mailbox, press 1, which will connect you to the emergency answering service.

When you reach the emergency answering service, you will be asked for your name, address, community, phone number and concern.  The emergency answering service will then page the Customer Care Field Manager on call who will contact you within one hour.  Fax, mail or e-mail follow up letter to our office for our records.  UNDER NO CIRCUMSTANCES WILL HEARTHSTONE HOMES REIMBURSE YOU IF YOU USE AN OUTSIDE CONTRACTOR FOR EMERGENCY/PRIORITY OR ROUTINE WARRANTY SERVICE. 

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