M/I Homes Customer Care: A Complete, Practical Guide for Homeowners

Overview: How M/I Homes Handles Customer Care

M/I Homes, founded in 1976 by Melvin and Irving Schottenstein, is a major U.S. homebuilder known for its post-close service model and a 10-Year Transferable Structural Warranty. Customer Care is organized locally by division (for example, Columbus, Raleigh, Tampa, Austin), so your point of contact after closing is the Customer Care team assigned to your community. This structure helps the team coordinate quickly with the exact trade partners who built your home.

Most divisions operate Customer Care hours Monday–Friday, approximately 8:00 a.m.–5:00 p.m. local time, with on-call coverage for emergencies after hours and weekends. Routine service is handled by appointment, while emergency issues are triaged immediately. To get to the right team fast, start at the company’s website: mihomes.com, select your community or division, and use the “Customer Care,” “Warranty,” or “Homeowner” link to submit a request and locate division-specific contact details.

Warranty Coverage at a Glance: 1–2–10 Years

Like many large builders, M/I Homes typically follows an industry-standard “1–2–10” warranty framework. In general, you can expect: 1 year for materials and workmanship (items like trim, drywall, caulking, doors, and basic finishes), 2 years for major mechanical systems (electrical, plumbing, HVAC distribution), and 10 years for qualifying structural components as defined in the warranty booklet. The 10-Year Structural Warranty is transferable to a subsequent owner, which can add resale value if you sell within that period.

The precise terms, coverage limits, and exclusions are documented in the warranty you receive at closing, and those terms govern. Typical exclusions include normal wear and tear, damage caused by lack of maintenance, landscaping/irrigation installed by owners, and damage from severe weather beyond design thresholds. To preserve coverage, follow required maintenance (for example, seasonal HVAC filter changes, re-caulking wet areas, and managing indoor humidity).

How to Open and Track a Service Request

Start at mihomes.com, navigate to your community or division, then select the “Customer Care” or “Warranty Request” option. You’ll be asked for your community name, lot or homesite number, property address, closing date, and a detailed description of the issue. Photos or short videos significantly speed diagnosis; include at least one wide shot for context plus close-ups, and note whether the condition is intermittent or constant.

Routine service requests are typically acknowledged within 1–2 business days. Scheduling often occurs in service windows (for example, morning 8:00–12:00 or afternoon 12:00–4:00). Expect trade partner lead times of 5–10 business days for non-urgent items, and longer during peak seasons. Keep your voicemail and email available; missed confirmations can push an appointment into the next route cycle.

What Counts as an Emergency (and What to Do Immediately)

Emergencies are issues that threaten safety or could cause significant property damage if not addressed immediately. If you smell gas, observe sparking or fire, or have an active, uncontainable water leak, act first to stabilize the situation, then call Customer Care. For true life-safety hazards, call 911 before anything else.

• Gas leak: Evacuate, avoid switches, call your gas utility and 911 from outside the home.
• Active water leak: Close the main water shutoff (usually near the water heater or inside the garage/mechanical room); if leak persists, shut off at the curb box if accessible.
• Electrical hazard: If safe, switch off the affected breaker; if sparking or burning is present, call 911.
• No heat during freezing weather (approx. below 50°F indoors) or no cooling during extreme heat (approx. above 90°F indoors): Treat as urgent; call Customer Care after checking the breaker and thermostat batteries.
• Sewer backup: Stop water use, avoid fixtures, and report immediately.

After-Service: Documentation, Maintenance, and Common First-Year Items

Keep a single folder or digital drive for all service interactions: request numbers, appointment dates, contact names, and before/after photos. If appliance or equipment serial numbers are needed (for manufacturer warranties), photograph the model/serial plates on day one. Many appliances (for example, dishwashers, refrigerators, water heaters) carry their own 1–5 year manufacturer warranties that operate in parallel with your builder warranty.

Expect some common first-year items as your home acclimates: minor drywall nail pops, small paint touch-ups, hairline concrete shrinkage cracks, door adjustments as framing dries, and seasonal caulking at tubs, showers, and exterior penetrations. Maintaining indoor relative humidity between about 30–50% helps minimize seasonal movement. Plan a thorough “11-month list” review before the end of your first-year coverage so items can be grouped into one efficient visit.

Escalation Path and Useful Contacts

If a request stalls, escalate in steps. First, reply to your existing service ticket or email thread to keep history in one place. Next, contact the division Customer Care supervisor or manager listed on your division’s page. Provide dates, photos, and any commitments previously made, and propose a few workable appointment windows to accelerate scheduling.

• Primary: Submit and reply via your division’s Customer Care portal at mihomes.com (search your community, then “Warranty/Service”).
• Secondary: Division Customer Care Manager (listed on your division/community page).
• Tertiary: Division leadership (for example, VP of Construction/Operations) if timelines materially slip or safety is involved.
• Documentation: Reference your closing date, lot number, and prior ticket numbers in every escalation.

Out-of-Warranty Help and Typical Costs

Once an item is out of warranty, the Customer Care team can often refer you to the original trade partner or a vetted local contractor. Many homeowners still prefer to use the original installer because they know the plan, specifications, and products installed. Typical 2024 trade call rates run about $85–$150 per hour labor plus a trip/diagnostic fee (often $75–$125), with materials extra. Ask for a written estimate before authorizing work.

Appliances, roofing components, windows, HVAC equipment, and water heaters frequently have manufacturer warranties that extend beyond the builder’s 1- or 2-year coverage. Register products on the manufacturer’s website within 30 days of closing when required to unlock extended coverage. Keep your model/serial numbers and proof of purchase (your closing documents usually suffice).

Tips to Speed Up Resolution

Submit complete information the first time: address, lot number, closing date, clear description, and labeled photos or short videos. Note the exact locations (for example, “Owner’s bath, north wall, left of vanity mirror”) and any patterns (“leak only during heavy wind from west” or “breaker trips when microwave and toaster are on together”). Precision reduces back-and-forth and unnecessary site visits.

Before an appointment, clear access to the work area (3–4 feet), secure pets, and protect furnishings. For mechanical issues, set thermostats to call for heat or cooling 20 minutes before the technician arrives, and make sure the equipment area (attic, closet, garage, or basement) is unlocked. If your community has restricted gate access, arrange entry codes in advance so the trade partner can arrive within the scheduled window.

Where to Start Today

Go to mihomes.com, select your state and community, and click the Customer Care or Warranty link. If you just closed, your closing packet includes your division’s Customer Care email and emergency procedures—store those in your phone. For emergencies, stabilize the situation first, then contact Customer Care at the division level for immediate dispatch.

Using the process above—clear documentation, correct portal, and realistic scheduling windows—you’ll typically see acknowledgment in 1–2 business days, with routine items resolved within 10–14 business days and emergencies handled the same day. Keep your records organized; they help protect your investment and ensure you get the full benefit of your 1–2–10 warranty coverage.