Customer Care

NOTICE: Due to Covid-19 (Coronavirus) we are currently responding to emergency items only. However, beginning May 11^th, we will start to schedule in-home work again. We will be giving priority to the most essential repair items (i.e., electrical, plumbing, HVAC issues, etc.). You are welcome to submit a service request at any time, but we will not schedule or conduct an in-person review of any interior repair tickets until May 11^th or after. Due to the shutdown, we have a considerable back log of service request items. We hope to address each issue quickly, but we appreciate your patience in the process as we work to complete all covered items. In preparation for our arrival, please note the following steps must be followed by everyone involved (homeowners, elite staff, and subcontractors) for us to enter your home to complete any work.

1. Take your temperature the day of our scheduled visit to confirm there is no one in the home with a low grade fever, or a temperature above 99.0 degrees. If anyone has a low grade fever, or has been sick in the past 72 hours, then you agree to re-schedule the visit.
2. No more than 5 people may be present during the repair visit.
3. All people in the home are to wear a face covering during the visit (i.e., mask, scarf, etc.).
4. All people must maintain social distance of 6 feet during the visit.

For those homeowners that passed the end of your 1 year warranty period during the time that we have been shut down, we want to assure you that any normally covered item that was submitted prior to the expiration of your 1 year warranty will be completed per the warranty agreement. We will do our best to expedite all repairs as outlined above, with priority being given to the most essential repair items first.

We request that all homeowners submit your service ticket requests prior to the expiration of your 1 year warranty period so we are able to consistently address your covered items.

In case of an emergency warranty issue regarding plumbing, gas, electrical, heating or HVAC as described in the customer care manual please reference the list of service providers that is located on your electrical panel and call the appropriate contractor as soon as possible. If that list cannot be located, or you have some other urgent need please feel free to reach out to us at [email protected] or call us at (502) 996-8679 and leave a voicemail.

The downloadable customer care manual below provides you with important information about your new home, its limited warranty, and our customer care procedures. The customer care section of the manual describes our customer care procedures, which are the procedures you will use to obtain service under your Home Owner’s Limited Warranty that was provided to you at the closing.  It also contains procedures to use in case you need emergency repairs to your house. 

The entire staff at Elite Homes has taken great pride in building your new home and would like to thank you for choosing Elite Homes. You may submit your request for non-emergency service online using the form below or download a printable copy of the request for service form at the bottom of this page.