M/I Homes Customer Care: How to Reach Them, What’s Covered, and How to Get Fast Results

How M/I Homes Customer Care Is Organized

M/I Homes, Inc. is a national homebuilder founded in 1976 and headquartered in Columbus, Ohio. The company operates through local “divisions” in each metro area, and Customer Care is managed at the division level. That means your service team, scheduling, and trade partners are local to your community, while policies and warranty standards are set at the corporate level. Corporate headquarters: 4131 Worth Avenue, Suite 500, Columbus, OH 43219. Main line: 614-418-8000. Website: https://www.mihomes.com.

Most divisions staff Customer Care Monday–Friday during standard business hours, with after-hours procedures for urgent items. For all non‑emergency issues, you’ll typically submit a service request online or via your division’s Customer Care email/phone listed on the division page at mihomes.com. Emergency items (e.g., active plumbing leaks, no heat in extreme winter conditions, electrical burning smell) are usually handled through a 24/7 line published by your local division; check your closing packet and your community’s division page for the correct number.

M/I Homes advertises a 10‑Year Transferable Structural Warranty and commonly follows an industry‑standard “1‑2‑10” structure (1 year on materials/workmanship, 2 years on major mechanical systems, 10 years on qualifying structural components). Always verify coverage details in your division’s warranty booklet—the exact terms, definitions, and dispute procedures for your community control what is and isn’t covered.

What Your Warranty Covers and How Claims Are Evaluated

Your warranty clock generally starts on your closing date (the date you take title). The structural portion is transferable to subsequent owners during the 10‑year term, which can help resale value. Service teams evaluate claims against the written warranty standards in your division’s booklet, and many also reference recognized residential performance guidelines (for example, typical tolerances for drywall cracks, floor squeaks, or door alignment) to decide if a condition meets the threshold for repair under warranty.

As a rule of thumb, the first year focuses on fit-and-finish: paint touch‑ups, certain drywall crack repairs after the home completes its initial “seasonal movement,” sticking doors, cabinet adjustments, and similar items. The two‑year period often covers plumbing, electrical, and HVAC distribution (e.g., failed zones, certain leaks at builder-installed piping or fittings, or defective breakers). The 10‑year structural coverage is reserved for qualifying failures to load‑bearing components (for example, foundations, load‑bearing walls, floor framing, or roof framing) as defined by the policy; cosmetic items are not structural.

Common exclusions include normal homeowner maintenance and wear, damage from misuse or alterations, landscaping/irrigation you install, appliances covered by manufacturer warranties, and events outside the builder’s control (e.g., windstorm, flood). Read your booklet carefully; if a condition isn’t in the covered list or exceeds the response time window for reporting, it may be excluded.

How to File and Track a Service Request

Start at https://www.mihomes.com and select your city/division. Look for “Homeowner” or “Warranty/Customer Care” links. Most divisions offer a web form or portal login to submit requests. Use separate tickets for unrelated items so the correct trade partner can be dispatched. Photos and short video clips dramatically improve diagnosis and reduce repeat visits.

• Include these details: community name and lot/home number; your full address; closing date; daytime and after‑hours phone; concise description (what, where, when); photos/video; steps to reproduce; whether the condition is recurring; and your preferred access instructions (lockbox code, do-not-let pets out, etc.).
• For appliances and HVAC equipment, attach the model/serial label photo and note the room or system location (e.g., “2nd-floor furnace,” “kitchen dishwasher”). For leaks, include the water shut‑off location and when it last occurred.

Most divisions acknowledge non‑emergency requests within one to two business days and will either assign a Customer Care representative or route the ticket to a trade partner. Expect appointment windows (often 2–4 hours). If you report an urgent condition after hours and do not have your division’s emergency line, take immediate safety steps (shut off main water, cut power at the breaker for sparking outlets, vacate for gas odor, and call 911 or your utility) and then contact your division at the next available time to document the event.

After a visit, you may be asked to sign a work order or digital completion ticket. Review before signing and note anything unresolved. If a part must be ordered or a follow‑up is needed, ask for an estimated timeframe and a point of contact. Keep all confirmations and technician notes—these form your service history and help with escalations or future resale disclosures.

Emergency vs. Non‑Emergency Issues

Treat as emergencies: active water leaks that you cannot stop, gas odor, electrical burning smell or sparking, total loss of heat during freezing conditions, and sewer backups. Your first actions should be safety‑oriented: evacuate for gas, close the main water shut‑off for leaks, and flip the main breaker if you observe arcing or smoke at a panel or outlet. Call 911 if anyone is in danger or if you suspect a gas leak; contact your gas/electric utility’s emergency line immediately.

Non‑emergency items—cosmetic drywall cracks, minor door adjustments, a single non‑working outlet not tied to GFCI, or a slow-draining sink—should go through the normal request process. Bundling non‑urgent items for your 30‑day and 11‑month lists is efficient; many divisions will schedule a comprehensive visit for those milestones so trades can address multiple items in one trip.

If you’re unsure whether a condition is urgent, err on the side of safety. Stabilize the situation (shut‑offs, isolate the area), take photos, and contact your division’s emergency number if provided. Then submit a detailed ticket so the event is documented for warranty purposes.

Escalation and Documentation

Maintain a simple service log: date reported, ticket number, description, photos, who visited, and outcome. Email is useful because it creates a time‑stamped record. If you speak by phone, follow up with a short recap email with the date/time and key points (“Per our call today at 9:30 a.m., the trade will return with the correct part next Tuesday”). Clear, factual notes help both you and the Customer Care team stay aligned.

If an item stalls, escalate in sequence: assigned Customer Care representative, Customer Care Manager, Division leadership (often a Division VP/President), then corporate. Corporate Headquarters can direct you to the appropriate regional leadership: M/I Homes, Inc., 4131 Worth Avenue, Suite 500, Columbus, OH 43219; main line 614-418-8000; website contact form at https://www.mihomes.com. Be specific about what you’re seeking (e.g., “repair per warranty standard XYZ by [date]” or “second opinion on structural evaluation”).

For complex issues, attach third‑party reports from licensed professionals (structural engineer, master plumber, or licensed electrician). Clear evidence tied to the warranty definitions typically speeds resolution.

Realistic Timelines and Seasonal Considerations

Expect a brief “settling” period in the first 6–12 months as materials acclimate. Many divisions intentionally schedule drywall and paint touch‑ups around the 11‑month mark so early micro‑cracks don’t reappear after seasonal changes. Exterior items—concrete, grading, and landscaping—may be seasonally dependent; freeze/thaw cycles can dictate when work can be performed to warranty standards.

Special‑order parts and manufacturer backorders can extend timelines. Ask for part numbers and estimated ship dates so you can track progress. It’s reasonable to request interim mitigation (temporary patch, dehumidifier, or safety cover) if a full repair will take time.

Costs, Out‑of‑Warranty Service, and Independent Inspections

Covered warranty work is performed at no charge. If a technician determines the issue is outside warranty (for example, homeowner‑installed fixtures causing leaks, lack of routine filter changes, or expired coverage), you may be offered billable service through the trade partner. Market rates vary by city, but homeowners commonly see diagnostic/dispatch fees and hourly labor for out‑of‑warranty work; ask for a written quote before authorizing.

Independent inspections can be helpful. Consider a third‑party “1‑year warranty” inspection around month 10 to compile a thorough list before your first‑year coverage expires. Provide the report to Customer Care with photos and page references; this tends to streamline scheduling and reduce back‑and‑forth.

Contact Reference

Corporate Headquarters (policy and regional escalation): M/I Homes, Inc., 4131 Worth Avenue, Suite 500, Columbus, OH 43219. Main: 614-418-8000. Website: https://www.mihomes.com. Office hours typically align with Eastern Time business hours. For service on your home, your primary contact is your local division’s Customer Care team—find them by selecting your city on the website and tapping “Warranty” or “Customer Care.”

At closing, keep your division’s emergency number, community name, lot/home number, and main shut‑off locations posted inside a kitchen cabinet. Create two calendar reminders—one at 30 days and one at 11 months post‑closing—to submit punch‑list items. This simple system ensures you use your M/I Homes warranty fully and get the fastest, cleanest outcomes from Customer Care.

Is Mi Homes a good company?

I had a bad experience with MI homes I wish I never bought a house from them I don’t recommend them they well keep playing back and forth so they well not do anything they promise until the warranty is expired . Monica J. Sales person not knowledgeable about community they are selling.

Who is the CEO of Mi Homes?

Robert H. Schottenstein Chairman of the Company since March 2004, Chief Executive Officer of the Company since January 2004 and President of the Company since May 1996.

Is Mi Homes still in business?

About us. M/I Homes has been building new homes of outstanding quality and superior design for more than 40 years and is known nationally for the M/I Difference: Whole Home Building Standards, Design, M/I Financial, and our industry leading Transferable Structural Warranty.

Where is MI Homes headquarters?

M/I Homes’ state-of-the-art headquarters is located in Columbus, Ohio and features our 2,800 square foot Design Studio for future homeowners to select their interior and exterior preferences. Images of the new office space can be downloaded for media use.