Customer Service
- Mailing Address:
- Hartz Homes
- 9026 Heritage Parkway
- Woodridge, IL 60517-4993
- Phone:
- 630-228-3711
- Email:
- customerservice@hartzhomes.com
- Hours:
- 8:30 a.m. - 5:30 p.m. CT
Your home is your most important and personal asset. We strive to build the best quality home for each and every customer and continue
to offer an exceptional homebuilding experience through the completion of your home and thereafter. Our Customer Service Facilitator can
be contacted at 630-228-3711 with customer service concerns weekdays between 8:30 a.m. and 5:30 p.m.
The Hartz Warranty
We warranty our homes from foundation to roof.
Hartz’s customer service department is available if any questions or problems do arise. Through our computerized tracking system, the customer service department pays close attention to each question to provide adequate and prompt resolution.
Prior to closing, each Hartz homeowner walks through their home with our superintendent to ensure satisfaction. The superintendent also provides the new homeowner with an orientation on their home and explains any warranty and operation books.
45-Day and 11-month Checklist
After you close on your new home, some minor problems may arise. We have a 45-Day and 11-month Warranty Checklist forms on which you can list these items. You must mail this form to our main office no later than 45 days and within 11 months after closing to be considered.
We ask that you hold all minor repairs until this time, so they can all be resolved at one time. Service calls will be scheduled by the superintendent on weekdays between the hours of 8:00 a.m. and 4:00 p.m. Our goal is to have any checklist work completed within three weeks of submission.
Customer Service FAQ
Before contacting Customer Service, please check the Frequently Asked Questions page to see if your question has been answered.
Emergencies
Emergencies are very rare. But if you have emergency issues on weekends, which require immediate attention, contact the information center in your subdivision.
Our new home counselors can contact your superintendent, who manages service issues. You will be called within 1-2 hours to notify you of what action will be taken. For most emergency issues, we expect to rectify the problem within 24 hours of your call.
Emergencies are defined by Hartz as a problem that is life threatening or could cause sever damage to your home. Other urgent needs can be called into customer service during weekday office hours. Other non-essential minor warranty needs should be listed on your 45-day or 11-month warranty lists.
What Isn't Covered by the Hartz Warranty
Please take some time to read your New Home Warranty and Service Policy. Being knowledgeable about what is not covered can protect you by ensuring that you properly maintain your home.
- Damages resulting from improper maintenance are not warranted.
- Alterations, deletions, or additions by the homeowner may void the warranty
- Defects in materials, design and work supplied by the homeowner may void the warranty
- Secondary damages caused by defects (covered under warranty) are not warranted. While the defects will be corrected, any personal or property damage caused by the defects are not warranted. Often, homeowners' insurance will cover secondary damages.
- Damages caused by municipal service or other utilities are not warranted.
- Damages caused following closing. If items were not noted on your original homeowner's walk-through or your closing walk-through, responsibility cannot be assumed under the warranty policy.
- Normal wear-and-tear, dents, scuffs and scratches to floor and wall surfaces are not warranted. If items were not noted on your original homeowner walk-through or your closing walk-through, responsibility cannot be assumed under the warranty policy.
- Damages caused by extreme weather conditions or "acts of God" may not be warranted. Flooding caused by flash floods, loss of roof shingles/siding caused by extremely windy conditions may not be warranted.
