Customer Service Frequently Asked Questions
- How do I submit my warranty forms?
- Do I have to use the forms provided?
- If I don’t move into my home right away, should I still send in my warranty forms in 45 days and 11 months from closing.
- It is more than 11 months since my closing, can I still submit my form?
- I'm not sure if something is covered or who I should contact?
- What are the extended warranties for my windows, furnace, roof etc?
- I have a crack in my foundation, is it serious?
- How do I submit my warranty forms?
- Mail your 45-day or 11-month warranty forms to the Hartz corporate office at 9026 Heritage Parkway, Woodridge IL 60517, Attn: Customer Service or fax them to 630-228-4711. If you do not have access to a fax machine, you may go to the nearest Hartz sales center and ask the new home counselor to fax it to the main office.
- Do I have to use the forms provided?
- Our forms must be used because there is certain information on the form and it is easier for all homeowners to use the same form. You can always duplicate the form if you need more room. Forms are included in your warranty package provided at closing and can be printed above. If you need additional forms, please call the customer service number above and we will mail them to you.
- If I don’t move into my home right away, should I still send in my warranty forms in 45 days and 11 months from closing.
- Yes, the warranty time clock is from closing, not move in. If you do not send in your lists, you may miss your opportunity to adjust or correct any minor problems. We encourage you to visit your new home periodically when moving your items in, etc. to notice any minor problems.
- It is more than 11 months since my closing, can I still submit my form?
- Yes, but it must be submitted prior to the one-year anniversary of your closing date, as the home is only warranted for 12 months after closing. If you are not sure of the date, please contact customer service.
- I'm not sure if something is covered or who I should contact?
- Customer service is your first choice.
- What are the extended warranties for my windows, furnace, roof etc?
- Several items in your new home have extended warranties through the manufacturer. These warranties are with the homeowner and the manufacturer, not Hartz. For extended warranty issues, customers must contact the subcontractor directly. Customer service can provide the subcontractor information.
- I have a crack in my foundation, is it serious?
- If there is water infiltration due to a foundation crack, contact customer service. This is very rare. Hairline cracks with no leakage are normal with house settling. Refer to warranty handbook.
