Lennar Customer Care: A Complete, Practical Guide for Homeowners

Lennar Customer Care is the primary resource for warranty support, post‑closing questions, and quality assurance on Lennar-built homes. It operates by division (market) and coordinates with Lennar’s trade partners and third‑party warranty providers to resolve issues efficiently and document repairs for your home’s record. As a large national builder founded in 1954 and traded on the NYSE under ticker LEN, Lennar supports homeowners across dozens of U.S. markets through an online portal, a network of local Customer Care teams, and standardized warranty practices.

This guide explains exactly how to request service, what qualifies as emergency or routine, how the 1–2–10 limited warranty typically works, what documentation speeds resolution, and how to escalate if needed. Because Lennar’s processes can differ slightly by division, always verify details inside your myLennar account and your Lennar Limited Warranty booklet provided at closing.

Who Lennar Customer Care Serves and When to Use It

Customer Care supports you from the day of closing through the end of your warranty term. Typical touchpoints include a 30‑day check‑in for early punch‑list items and an 11‑month review before your one‑year workmanship coverage expires. Service requests are triaged as emergency or routine, routed to the appropriate trade (HVAC, plumbing, electrical, roofing, etc.), and tracked in your homeowner portal.

Use Customer Care for workmanship and materials concerns (doors, trim, tile, drywall), systems issues (electrical circuits, plumbing leaks, HVAC performance), and structural concerns as defined in the warranty booklet. Routine maintenance (e.g., air filter replacements, landscaping, caulking refreshes) is normally the homeowner’s responsibility; your closing documents include a maintenance schedule that spells out owner vs. builder obligations.

How to Request Service (Step by Step)

The fastest channel is the myLennar homeowner portal, accessible from www.lennar.com (look for “Sign In” then “myLennar/Homeowners”). The portal keeps all communication and appointments in one place, timestamps your request for warranty purposes, and provides visibility into the status of trade partner work orders. If portal access is unavailable, use your division’s Customer Care phone or email provided in your closing packet and inside your myLennar profile.

When submitting, be specific: describe the location (room, wall, elevation), the symptom (e.g., “intermittent GFCI trip,” “refrigerator water line leak,” “HVAC not cooling below 78°F”), and when it occurs (time of day, weather, season). Include clear photos or 15–30 second videos. For appliances, add the brand, model, and serial number from the data plate; many appliances carry the manufacturer’s own warranty and may be serviced directly for faster resolution.

• Log in to myLennar via www.lennar.com and choose Customer Care/Service Request.
• Pick the category (plumbing, electrical, HVAC, roofing, interior finishes, appliances).
• Add a concise title, detailed description, and 2–5 photos or a short video.
• Enter access instructions (lockbox, smart lock code, pet notes), preferred dates, and best phone.
• Submit and monitor updates; respond promptly to trade partner scheduling texts/emails to keep your ticket moving.

Warranty Coverage and Timelines (1–2–10 Framework)

Lennar’s limited warranty commonly follows a 1–2–10 structure: one year for workmanship and materials (e.g., paint, drywall, trim, caulking), two years for major systems (electrical, plumbing, HVAC delivery systems), and ten years for qualified structural defects as defined by the warranty insurer. Always verify the exact terms in your signed warranty booklet; some states require variations to align with local law.

Most divisions observe two milestone service windows: a 30‑day list (for early cosmetic or adjustment items) and an 11‑month list (to capture anything that emerged during your first year). Emergency response is prioritized 24/7 for issues such as active water leaks, total loss of heat/cooling in extreme conditions, gas leaks, and total power loss not caused by the utility. Routine items are typically acknowledged within 1–2 business days and scheduled within 7–14 days, depending on trade availability and season.

Emergencies and After‑Hours Support

Emergencies are issues that threaten safety or cause immediate property damage. Examples include active plumbing leaks you cannot stop, gas odor, sparking electrical panels, total HVAC failure during extreme temperatures, and roof leaks during a storm. When safe to do so, mitigate first: shut off water at the main, flip the dedicated breaker, or close the gas valve at the appliance before calling.

• Water leak: Close the main shut‑off (usually in the garage or exterior wall box). Protect finishes with towels/buckets, then contact Customer Care via portal and your division’s emergency line noted in your closing packet.
• Gas odor: Leave the home immediately; call your gas utility’s emergency line first. After the utility clears, open a service ticket with Customer Care.
• Electrical hazard: Turn off the main breaker. If there is smoke/fire, call 911. After the event, submit a ticket with photos of the affected circuits.
• HVAC outage in extreme weather: Document indoor temperature with a photo of a thermometer/thermostat and submit as an emergency ticket.

Documentation That Speeds Resolution

Accurate documentation can cut days off your resolution time. Attach focused photos (well‑lit, close‑ups with a coin or tape measure for scale) and label them by room. For intermittent issues, short video clips showing error codes, noises, or tripped devices are invaluable. If a leak stained drywall, photograph both the source (e.g., supply line in cabinet) and the resulting damage (ceiling below).

Keep the following ready: your home’s closing date (establishes warranty eligibility), appliance serial numbers, thermostat make/model, and breaker numbers for affected circuits. If you had prior service on the same issue, reference the previous ticket number so Customer Care can review history and determine whether a repeat visit is a warranty re‑work or a new condition.

Costs, Access, and Scheduling Expectations

There is no charge for covered warranty work within the applicable term. If a technician is dispatched and the issue is determined to be non‑warranty (e.g., lack of maintenance, damage by others, homeowner‑added equipment), a trip charge may apply; your division will disclose the amount before scheduling. For out‑of‑warranty items, Customer Care can often refer you to the original trade for paid service so you benefit from familiarity with your home’s plans.

Service windows are commonly set in 2–4 hour blocks on weekdays. Ensure an adult (18+) is present unless you’ve provided written permission for keyless entry or a lockbox. Secure pets, clear work areas (3–4 feet of access), and protect valuables. If you need to reschedule, notify the trade or Customer Care at least 24 hours in advance to avoid delays and potential no‑show charges for non‑warranty visits.

Escalation Paths and Quality Assurance

If a request stalls, start by posting an update inside the ticket and calling your division’s Customer Care number from your closing packet. Ask for the Customer Care Manager and provide your ticket number, dates of prior visits, and what’s outstanding. Summarize your request in writing inside the portal so all parties see the same facts.

For persistent disputes about coverage or workmanship standards, consult your Lennar Limited Warranty booklet for the formal dispute resolution process, which may include third‑party inspection or arbitration depending on your state. You can also request a courtesy joint walk‑through with the Customer Care Manager and the trade partner to align on scope and finish standards before work begins.

Where to Find Official Links and Contacts

Start at www.lennar.com and use the “Sign In” link to access your myLennar homeowner profile and Customer Care. For general inquiries, the Contact page at www.lennar.com/contact routes you to the correct division based on your community and address. Your division’s after‑hours emergency line and email are printed on your closing day documents and inside your myLennar account under “Contacts.”

Appliance warranty service can often be scheduled directly with the manufacturer for fastest turnaround; the appliance brand, model, and serial number are on the data plate (typically inside the door frame or on the back). Always update your myLennar profile with your current phone and email so trades can reach you quickly, and keep PDFs of your closing documents and warranty booklet saved locally for reference.