Customer Service

Once you click on the request link, you will be asked to answer a series of questions.   You will then be able to enter the items needing customer service.

NOTE that each item that you are requesting to have service performed needs to be entered individually.  You cannot submit a list in word or pdf format, as it will not communicate with our new request tracking program. 

IMPORTANT: Please review the RWC warranty book prior to submitting a customer request. The book gives you a detailed list of what items are covered by the warranty.

Once received, you will get a call or email from our Customer Service Manager to review the list and set up a time to meet and discuss it if necessary.

At that meeting, the Customer Service Manager will tell you what work orders he intends to send out to subcontractors or vendors to make needed repairs.

Those vendors will be instructed to contact you directly and schedule a date for them to make the repairs. If you do not hear from one of those vendors after one week, please email the Customer Service Manager, and let him know, so that he can follow up with that vendor.

FOR AN “EMERGENCY” SITUATION WHICH IS DEFINED AS:

• No heat during the first year of warranty
• No air conditioning (Active Adult communities only) during first year of warranty
• • A “break” in a water line, not a drip or leak
• A severe electrical problem that could result in damage to the home

IF YOU EXPERIENCE ONE OF THESE CONDITIONS:

1. For no heat or no A/C situations, check the electrical breakers and emergency “off” switch to make sure they have not been tripped or turned off. This is a common occurrence.  Check the following – Filter(s) are not blocked/dirty. Thermostat is on/has power and is set to heat. Condensate line is not clogged.
2. Call the proper subcontractor. Please refer to the subcontractor list you received at settlement. Leave a message with their answering machine or service. They are required to get back to you within 24 hours. Leave your name, street address, development and contact number.
3. Submit a customer service request through this web page which will be viewed on the next business day, so that we can document the problem and add it to your file.

ROOF, WINDOW, DOOR OR FOUNDATION LEAKS
While these leaks are inconvenient, unfortunately they cannot be fixed while it is raining.  Therefore, they are not treated on an emergency basis. They should be reported using the Service Request form.

IF THERE IS THE SMELL OF NATURAL GAS IN THE HOUSE:

For a slight smell of natural gas in the home:

1. Turn off the gas valve for the appliance(s) you suspect of leaking gas.
2. Call the emergency service number of your local gas company (if shutting off the valve does not stop the leak).
3. Contact the plumbing/heating contractor identified in your New Home Orientation kit.
4. Submit a customer service request through this web page which will be viewed on the next business day, so that we can document the problem and add it to your file.

For a strong smell of natural gas in the home:

1. Do not turn on/off any appliances or switches.
2. Open windows in the home.
3. Evacuate everyone from the home immediately.
4. Call the emergency service number of your local gas company from your cell phone or a neighbor’s home.
5. Submit a customer service request through this web page which will be viewed on the next business day, so that we can document the problem and add it to your file