D.R. Horton Customer Care: How to Get Fast, Effective Support

D.R. Horton has been the largest homebuilder by volume in the United States since 2002, serving homebuyers across more than 30 states. With that scale comes a dedicated customer care network designed to support you from closing through the life of your warranty. Whether you need help with a warranty claim, an urgent repair, or documentation for resale, knowing exactly how to reach the right team will save you time.

Corporate Headquarters (for corporate inquiries and escalations, not day-to-day service): D.R. Horton, Inc., 1341 Horton Circle, Arlington, TX 76011. Main phone: 817-390-8200. The primary homeowner support hub is online at https://www.drhorton.com/customer-care and https://www.drhorton.com/homeowners. Most warranty service is coordinated locally by your division’s Customer Care team; your closing packet lists direct contacts (phone and email) for your community.

Who to Contact and How

Your first stop for any service, warranty, or post-closing question is your local D.R. Horton division’s Customer Care office. Use the Customer Care page to select your state and community; you’ll see the service request form and contact details for your division. Most divisions operate Monday–Friday, typically 8:00 a.m.–5:00 p.m. local time; after-hours support focuses on emergencies only and is routed through trade partners listed in your closing materials.

D.R. Horton also offers a Homeowner Care app (search “D.R. Horton Homeowner Care” in the Apple App Store or Google Play). The app lets you submit service requests with photos, track status, and receive appointment notifications. If you prefer the web, submit requests via the Customer Care page and monitor email/SMS for scheduling. Keep your lot number, address, and closing date handy—those details help route your request correctly.

For non-warranty items (e.g., mortgage payments or title policy copies), contact the appropriate affiliate listed in your closing documents. DHI Mortgage and DHI Title maintain their own customer service teams and portals; links are available under the Homeowners section of drhorton.com. Your builder’s Customer Care team can point you to the right contact if you’re unsure.

What Your Warranty Covers: 1–2–10 at a Glance

D.R. Horton homes come with a commonly referenced “1–2–10” limited warranty framework that begins on your closing date: one year of coverage on most workmanship and materials, two years on selected mechanical systems (such as electrical, HVAC, and plumbing distribution), and up to ten years on designated structural components. Specific terms and administrators can vary by market, so always refer to the warranty booklet in your closing packet for governing language.

Examples of year-one items include drywall cracks or nail pops beyond normal tolerance, door adjustments, weatherstripping alignment, and minor finish defects noted after move-in. Two-year coverage typically applies to the distribution of systems (for example, leaks in supply lines or an inoperable circuit due to builder-installed wiring), while manufacturer warranties may apply to equipment like HVAC condensers or water heaters. Structural coverage focuses on load-bearing elements such as foundations, footings, load-bearing walls, beams, columns, and roof framing, subject to definitions in your warranty documents.

Many structural warranties follow the home if you sell within the coverage period; one- and two-year coverage generally applies to the original owner/occupant. If you plan to resell during the first two years, check whether a transfer form or notification to the warranty administrator is required. Keep your closing date, lot/legal description, and any warranty ID numbers accessible for prospective buyers and inspectors.

How to Submit a Warranty Request

Submit service requests online via https://www.drhorton.com/customer-care or through the D.R. Horton Homeowner Care app. Choose your state and community, complete the form, and attach clear photos or short videos. If your request involves water or electricity, include a brief note on steps you’ve taken to stop the issue (e.g., shut off water at the main). For best results, submit one trade category per request (e.g., plumbing separate from drywall) to streamline scheduling.

After submitting, you’ll receive a confirmation by email or within the app. A local Customer Care Coordinator will review, determine warranty eligibility, and contact you to schedule an inspection or trade visit. Keep in mind that cosmetic items are typically handled in consolidated visits, while safety or functionality issues are prioritized. Make sure someone 18 or older is present during scheduled appointments and pets are secured.

• Information to include: property address and lot number; closing date; detailed description of the issue (what, where, when); photos/video with a coin or tape measure for scale; any prior related service order numbers; your daytime phone and email; preferred access times.
• Tips for faster resolution: group like items (all drywall in one request), label rooms in photos, note whether the issue is new or recurring, and reference your Homeowner Orientation punch list if applicable.

Emergencies and After-Hours Support

For life-safety situations (gas leak, visible arcing/sparking, smoke, active fire), call 911 immediately and then contact your utility’s emergency line. For urgent but non-life-threatening issues—such as an active pressurized plumbing leak you cannot stop, total loss of heat in freezing conditions, or a complete loss of power not caused by the utility—use the emergency trade contacts provided in your closing packet (often on a wallet card or magnet). These numbers connect you directly to the on-call plumber, electrician, or HVAC contractor for your community.

Know how to operate your home’s shutoffs: the main water valve is typically adjacent to the meter or in a ground box at the curb; turn a ball valve one-quarter turn clockwise to stop flow. Individual fixture shutoffs are under sinks and behind toilets. For electrical issues, locate the main breaker in your panel; if a single circuit trips repeatedly, leave it off and call the electrician contact listed by D.R. Horton.

• Common emergency categories: uncontrollable water leak; total loss of heat in winter (risk of freeze); sewer backup; gas odor; total power loss (after confirming with the utility); unsecured exterior door/lock failure affecting safety. Non-emergency items—cosmetic drywall cracks, minor door rubs, caulk touch-ups—are scheduled during normal hours.
• When you call: provide your address, lot number, closing month/year, brief description, photos if possible, and what shutoffs you’ve used. If the issue is with a manufacturer item (e.g., appliance), the on-call trade may direct you to the manufacturer’s 24/7 line to preserve your product warranty.

Maintenance That Protects Your Warranty

Your warranty assumes reasonable homeowner maintenance. Replace HVAC filters every 30–60 days (more often with pets or construction dust), keep supply and return registers unblocked, and maintain 12–18 inches of clearance around exterior condensers. Test GFCI and AFCI devices monthly and reset if tripped. Drain and flush your water heater annually (per the manufacturer) to minimize sediment buildup.

Sealants are consumables: inspect and re-caulk wet areas (tubs, showers, backsplashes) as needed, and check exterior penetrations and window/door perimeters at least twice a year. Maintain proper grading to direct water away from the foundation—soil should slope roughly 6 inches in the first 10 feet where site conditions allow. Adjust irrigation to avoid overspray on siding and windows, which can void finish warranties and promote moisture intrusion.

Seasonal tips: before freezing weather, disconnect hoses and ensure frost-proof hose bibs are drained; in heavy rain seasons, clean gutters and downspouts and verify splash blocks or extensions carry water several feet away from the foundation. Keep records (date, task, any receipts) of these tasks to demonstrate maintenance if a related warranty claim arises.

Documentation, Transfer, and Resale Considerations

Retain your closing packet, warranty booklet, orientation checklist, appliance manuals, and any service orders. Keep digital copies of invoices and receipts for maintenance (filter purchases, caulk, HVAC tune-ups). When you submit a claim, reference prior related service order numbers so your Customer Care team sees the full history.

If selling during your warranty period, provide the buyer with copies of your warranty and service history. Structural coverage, if administered by a third-party warranty company in your market, often continues with the home; some administrators require a transfer notice within a set period after closing. Ask your local D.R. Horton Customer Care office or the warranty booklet for the exact process, and complete any required transfer form before or immediately after your sale.

Appraisers and inspectors sometimes request a “warranty confirmation” or “letter of coverage.” Your division’s Customer Care team can advise what they can provide and what must come from the warranty administrator. Allow several business days for processing during peak selling seasons.

Escalations and Resolution Path

Start with your assigned Customer Care Coordinator or Field Manager. If an issue remains unresolved after reasonable attempts, request a review by the Division Customer Care Manager. Provide a concise packet: timeline of events with dates, photos, relevant plan pages or manuals, and copies of emails or service orders. Clear documentation speeds decisions and avoids duplicated visits.

If further escalation is needed, you can contact your division’s leadership or, for corporate-level concerns, D.R. Horton, Inc., 1341 Horton Circle, Arlington, TX 76011; main phone 817-390-8200. Many limited warranties include mediation or arbitration provisions—review your warranty booklet for the formal dispute resolution process and any required notices or response timeframes.

Finally, keep communication professional and specific to measurable standards (for example, tolerances in your warranty/performance guidelines). Propose reasonable access windows and ensure adults are available for appointments. Most items can be resolved with a clear scope, access, and a single point of contact on both sides.