How does Allen Edwin Homes Customer Care work?
A service request should not feel like a mystery. Our Customer Care process is designed to identify the concern, connect the right people, and provide homeowners with clear next steps.
Submit your request
Start with the online warranty request form. Include clear information about the concern so the Customer Care team can begin reviewing it.
We review the details
Customer Care reviews the information provided and determines whether additional details, troubleshooting, an inspection, or service coordination may be needed.
We connect the right team
Depending on the request, Customer Care may coordinate with an Allen Edwin team member, construction personnel, a trade partner, manufacturer, or warranty provider.
You receive next steps
Homeowners receive information about what happens next, including scheduling when an inspection or service visit is appropriate.
Support continues
Customer Care helps homeowners understand applicable warranty standards, maintenance responsibilities, and additional resources throughout the service process.
What response can homeowners expect?
Requests are reviewed based on the nature of the concern. Emergency conditions, major home systems, and standard warranty requests may require different types of response and coordination.
Emergency service
For an evening or weekend condition that presents an immediate health or safety concern, homeowners can use the after hours emergency service. An Allen Edwin Homes representative will return the page as soon as possible and determine the appropriate next action.
After hours pager: 1 866 644 4919
Priority system requests
Requests involving plumbing, heating, cooling, structural components, or other important home systems are reviewed and prioritized based on the nature of the concern and applicable warranty standards.
Standard warranty requests
Standard warranty requests are reviewed by the appropriate Customer Care team. Homeowners receive communication regarding applicable warranty standards and the next step in the process.
Quality checks happen before you receive the keys.
Customer Care starts with understanding how the home was built. Allen Edwin Homes uses defined construction milestones, inspections, testing, and homeowner orientation to create clearer expectations before closing.
Construction milestones
For homes built from the ground up, homeowners meet with their Production Manager during the foundation stage for a New Home Review. Construction updates continue as the home moves through key milestones.
Inspections and system checks
Before move in, major construction and mechanical components are reviewed through inspections and testing, including foundation, framing, plumbing, electrical, and HVAC components.
New Home Orientation
Before closing, homeowners attend New Home Orientation. This is an introduction to the completed home, key systems, and important homeowner information before the keys are received.
What warranty comes with an Allen Edwin home?
Every new Allen Edwin home includes a 10 year third party structural warranty through Residential Warranty Company. The warranty includes defined coverage standards, homeowner responsibilities, limitations, exclusions, and procedures for requesting warranty performance.
Warranty provisions vary by state and by the warranty issued for the individual home. Homeowners should always refer to their validated warranty documents for the terms that apply to their home.
Michigan
The Michigan sample warranty provides Year One coverage for specified warranted items and Years One through Ten protection for designated structural elements, subject to the warranty's terms and conditions.
View Michigan Sample WarrantyIndiana
The Indiana sample warranty provides specified builder coverage during Years One and Two, roof system coverage during Years Three and Four, and Years One through Ten protection for major structural defects, subject to the warranty's terms and conditions.
View Indiana Sample WarrantyOhio
The Ohio sample warranty provides Year One coverage for specified warranted items and Years One through Ten protection for designated structural elements, subject to the warranty's terms and conditions.
View Ohio Sample WarrantyKnow what to expect from your home.
A new home still requires care. These resources explain performance guidelines, homeowner maintenance responsibilities, and seasonal steps that help support the long term performance of your home.
New Home Performance Guidelines
Review performance expectations and criteria used to evaluate specific home components during the applicable coverage period.
View Performance GuidelinesNew Home Care Guidelines
Review homeowner care and maintenance information designed to help you understand and maintain your new home.
View Home Care GuidelinesHome Maintenance Roadmap
Follow seasonal maintenance guidance throughout the year to help protect home performance and stay ahead of routine maintenance.
Explore the Maintenance RoadmapContact your Customer Care team.
Customer Care is organized by region so homeowners can connect directly with the team supporting their area.
Western Michigan
Muskegon, Ottawa, Kent, Ionia, Montcalm, Allegan, Barry, Van Buren, Kalamazoo, Calhoun, Branch, St. Joseph, Cass, and Berrien counties
Southeast Michigan and Mid Michigan
Clinton, Eaton, Ingham, Jackson, Hillsdale, Lenawee, Livingston, Washtenaw, Oakland, Lapeer, and Genesee counties
Indiana
Lake, Porter, LaPorte, St. Joseph, Elkhart, LaGrange, Steuben, DeKalb, Allen, Huntington, Marshall, and Fulton counties
Ohio
Williams, Defiance, Paulding, Henry, Wood, Lucas, Sandusky, and Seneca counties
After hours emergency service
For an evening or weekend emergency that poses an immediate health or safety issue, call the after hours pager at 1 866 644 4919 . An Allen Edwin Homes representative will return your page as soon as possible. If the request is determined to be an emergency, appropriate action will be taken.
Dial 911
Contact your local utility provider
Contact your local utility provider
Contact your local water department
Meet the Customer Care team.
Customer Care is backed by people with experience in homebuilding, construction, remodeling, maintenance, service coordination, and homeowner support.
Trina Jecks
Customer Care Department Manager
Frank Bolton
West MI Customer Care Specialist
Chris Stott
East MI Customer Care Specialist
Rodney Thom
West MI Customer Care Specialist
Mitch Davis
East MI Customer Care Specialist
Natalie Greer
Customer Care Coordinator
Alan Higley
West Michigan Customer Care Specialist
Phil Lane
Customer Care Specialist
Lacey Wymer
Customer Care Consultant
Daniel Gerstbauer
Customer Care Specialist
Nick Soy
Customer Care Specialist
Jasmine Jecks
Customer Care Coordinator
Allen Edwin Homes Customer Care and warranty FAQs
How do I submit an Allen Edwin Homes warranty request?
New homeowners can submit a warranty request through the Allen Edwin Homes online warranty request form. The Customer Care team reviews the request and provides information about appropriate next steps.
Who do I contact for Customer Care?
Allen Edwin Homes has regional Customer Care contacts for Western Michigan, Southeast and Mid Michigan, Indiana, and Ohio. Contact information for each region is provided above.
Does every Allen Edwin home include a warranty?
Yes. Every new Allen Edwin home includes a 10 year third party structural warranty through Residential Warranty Company. Specific coverage, conditions, limitations, and exclusions are described in the validated warranty issued for the individual home.
Is the warranty the same in Michigan, Indiana, and Ohio?
No. Allen Edwin homes include 10 year structural protection through Residential Warranty Company, but specific provisions and coverage periods vary by state. Homeowners should review the validated warranty issued for their individual home.
What happens before closing on an Allen Edwin home?
Before closing, homeowners attend a New Home Orientation. The orientation introduces the completed home, key systems, and important homeowner information before the keys are received.
What should I do if I have an emergency after normal business hours?
For an evening or weekend emergency presenting an immediate health or safety issue, call the Allen Edwin Homes after hours pager at 1 866 644 4919. Fires should be reported to 911. Gas leaks and whole house power outages should be reported to the appropriate utility provider. No water should be reported to the local water department.
Are normal home maintenance items covered by the warranty?
Not necessarily. New homes require routine homeowner maintenance, and warranty coverage contains defined standards, responsibilities, conditions, and exclusions. Review your validated warranty, New Home Performance Guidelines, and New Home Care Guidelines for details applicable to your home.
Architectural Control Committee
The Architectural Control Committee reviews exterior modifications subject to applicable governing documents and restrictions. Exterior modifications to your home or property require ACC review and approval before work begins.
Requests should include a bird's eye view drawing showing the location and dimensions of the proposed changes, along with applicable supporting information.
Need Customer Care support?
Submit your warranty request online and provide as much detail as possible so the Customer Care team can review your concern and determine the appropriate next step.
Submit a Warranty Request