Lennar Customer Care Request: How to Submit, Track, and Resolve Warranty Issues

Understanding Lennar’s Warranty and When to Contact Customer Care

Lennar is one of the largest U.S. homebuilders, and each new home closing includes a Homeowner Guide and a Limited Warranty booklet specific to your state and community. That booklet governs what is covered, for how long, and how to request service. Coverage terms vary by jurisdiction, but many divisions follow a familiar 1–2–10 structure: 1 year for workmanship and materials, 2 years for major mechanical systems (electrical, plumbing, HVAC), and up to 10 years for qualifying structural defects under a third-party backed warranty. Always confirm the exact coverage and procedures in the documents you received at closing or in your online homeowner account.

Customer Care handles warranty-eligible items and can also guide you on manufacturer claims (e.g., appliances) and out-of-warranty questions. Contact Customer Care promptly when you notice an issue. Two common checkpoints are the “30-day list” (items identified in your first month of occupancy) and the “11-month list” (items to log before your 1-year workmanship coverage ends). Reporting within the applicable window protects your rights and helps Lennar schedule trade partners efficiently.

Submitting a Customer Care Request (Online and by Phone)

The most reliable way to open a request is through your Lennar homeowner account. Sign in at lennar.com and navigate to your homeowner dashboard, then locate the area for Service or Warranty Requests. If you haven’t registered, use the email you provided at closing and your new-home address to create an account. Online requests allow you to attach photos and videos, which speeds triage and reduces back-and-forth. Keep attachments under the size limit noted on the portal; if you have many images, upload 5–8 clear photos and 1 short video (15–30 seconds) that best illustrate the issue.

• Information to include: community name, homesite/lot number, full property address, closing date, and your preferred contact details (phone and email). If known, add your Lennar sales order or job number from your closing paperwork.
• Describe the issue in 1–3 concise sentences, note when it started, and specify the location (e.g., “primary bath, north wall, near vanity”). For equipment, include brand, model, and serial numbers (found on the unit label). Attach well-lit photos and a short video if movement or sound is relevant.
• Identify urgency: mark “Emergency” only for conditions like active flooding, total home power loss, gas odor, or non-functioning HVAC during extreme temperatures. Otherwise choose “Routine.” This helps the team route correctly.
• If you cannot access the portal, locate your division’s Customer Care contact at lennar.com by selecting your state and community, then “Contact” or “Homeowner Services.” If you still need assistance, you can reach Lennar Corporation’s main office for directory help at 700 NW 107th Ave, Miami, FL 33172; phone: 305-559-4000 (corporate reception—request your local Customer Care).

After submission, you should receive a confirmation email with a service request (SR) number. Save that SR number; you will use it when calling to follow up. If no confirmation arrives within 1 business day, check your spam folder, then call your division’s Customer Care line. Keep communication through the SR thread when possible—this maintains a complete, timestamped record.

Emergency vs. Routine: Safety First and Response Expectations

Emergencies are conditions that could cause immediate harm or significant property damage if not addressed quickly: active water intrusion, a suspected gas leak, complete loss of electricity to the home (not a tripped breaker or local outage), sewer backup into living spaces, or HVAC failure during extreme heat/cold. Cosmetic items, minor drywall cracks, single-fixture issues, slow drains, and most appliance nuisances are routine. Mislabeling a routine item as an emergency slows down true emergency responses.

• Immediate safety actions: for a suspected gas leak, evacuate, call 911, and contact your gas utility’s emergency line from outside the home. For active water leaks, close the nearest shutoff (sink/toilet stop valve or the main water shutoff near the street or garage) and protect belongings; then call Customer Care. For electrical hazards, turn off the affected breaker at the main panel and keep the area clear.
• Expected timelines: emergencies are typically triaged the same day and routed to on-call trade partners; routine items are usually acknowledged within 1–2 business days and scheduled within 3–10 business days depending on trade availability and parts. After-hours lines or monitored voicemail are common for emergencies—check the warranty booklet or the sticker posted at closing (often under the kitchen sink or inside a cabinet) for your division’s after-hours number.

If your community has a homeowners association (HOA), note whether an exterior item is HOA-maintained. Report HOA issues to the HOA manager as well, and inform Lennar Customer Care so they can coordinate if the matter overlaps.

After You Submit: Inspections, Scheduling, and Completion

Most routine requests start with triage. Customer Care may ask clarifying questions or route directly to a qualified trade partner (e.g., plumbing, electrical, HVAC, roofing). An on-site inspection may be scheduled to verify coverage and scope. Provide 2–3 time windows when you or another adult (18+) can be present. Many trades schedule in 2–4 hour arrival windows; same-day repairs are common for straightforward items.

For complex or multi-trade issues—like roof leaks or recurring HVAC faults—expect a two-step process: diagnosis first, then a scheduled repair once parts, ladders, or additional crew are arranged. Keep the work area accessible and remove fragile items nearby. If weather-dependent (roofing, exterior paint), dates may shift; ask for an estimated completion window in writing.

At completion, review the work before signing a work order. If something is partially done or a return visit is required, ask for the follow-up date while the trade is on-site and request an updated SR note from Customer Care. Many divisions aim to close standard tickets within 7–14 days; multi-trade or seasonal items can take longer.

Escalations and Recordkeeping That Protects Your Warranty

Keep a simple log: SR number, dates/times, who you spoke with, and what was agreed. Save emails, photos, and any videos. If an issue isn’t moving after a reasonable interval (e.g., 10 business days for routine items without parts constraints), reply in the SR thread summarizing the history and requesting a target date. Clear, concise summaries help managers prioritize.

Escalation path typically runs: assigned Customer Care Representative, then Division Customer Care Manager, then Division Leadership. If you need directory assistance to reach the correct division, corporate reception can direct you: Lennar Corporation, 700 NW 107th Ave, Miami, FL 33172; phone 305-559-4000. For formal notices (sometimes required under state Right-to-Repair laws), send a dated letter via certified mail to your division office and copy corporate, attaching photos and your SR number.

If you believe a condition is structural or safety-critical, state that explicitly in writing and reference the warranty booklet section you believe applies. Request a structural evaluation when warranted. Avoid altering or repairing warrantable items yourself before inspection—doing so can affect coverage.

Costs, Exclusions, and Out-of-Warranty Options

Covered warranty work is performed at no charge. Manufacturer warranties (e.g., appliances, water heaters) often require service by the manufacturer’s authorized network; labor or diagnostic fees may apply if the manufacturer determines the issue is non-warrantable (for example, user error or a tripped breaker). Ask in advance whether any diagnostic fee might be billed back if the product is found to be operating normally; local market diagnostic rates commonly range around $80–$150.

Typical exclusions across many limited warranties include normal wear and tear, homeowner damage or alterations, landscaping and irrigation beyond initial installation, hairline drywall cracks caused by seasonal movement, and issues arising from lack of maintenance (e.g., clogged filters or drains). Keep up with simple maintenance: change HVAC filters every 1–3 months, test GFCI/AFCI outlets monthly, and caulk/seal exterior penetrations annually to maintain weather resistance.

If you are outside a coverage window, you can still submit a request for guidance; Customer Care may provide the original trade’s contact details or suggest next steps. Obtain written quotes, ask about warranties on repair work (many trades offer 1-year workmanship warranties), and keep records with dates and invoices for any future resale disclosures.

Helpful References and Where to Find Your Documents

Your Homeowner Guide and Limited Warranty booklet are typically included in your closing package and uploaded to your online homeowner account. If you cannot locate them, sign in at lennar.com, open your homeowner dashboard, and check the Documents section for PDFs by community and homesite. If documents are missing, request a digital copy from your division’s Customer Care team so you can reference the exact standards and response procedures that apply in your state.

For contact help or to locate your division’s Customer Care page, start at lennar.com, choose your state/community, and select the Contact or Homeowner Services link. For directory assistance only (not warranty intake), Lennar Corporation’s main office is at 700 NW 107th Ave, Miami, FL 33172; main line 305-559-4000. Keep your address, lot number, closing date, and SR number handy whenever you call or email—having those four data points speeds verification and routing.

Is Lennar a high end builder?

Lennar: Lennar is one of the largest homebuilders in the U.S., offering a wide range of homes from affordable to luxury, with a focus on innovation and energy efficiency.

Can I submit a service request online through Lennar?

You can also submit a request online through the contact us page.

Is Lennar Homes a reputable company?

Los Angeles homeowners have rated Lennar an average 4 stars for the quality of their new homes and their commitment to customer service. You can read all of Lennar’s reviews, to learn why their homeowners loved working with them, and why you should partner with them build your dream home.

What is Lennar’s process for resolving warranty issues?

If you believe that a component of your Home is not performing to the Lennar Limited Warranty standards during the applicable Warranty Term, you must send the appropriate Notice of Workmanship/Systems Claim Form or Notice of Structural Claim Form (located at this back of this booklet)(“Notice of Claim”) to Lennar.