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Customer Care

Customer Care

SUBMIT A CUSTOMER CARE REQUEST

Using your homeowner username and password supplied at closing, submit requests through our online portal. If you do not have your homeowner username and password, email customercare@levelbr.com

CUSTOMER CARE ONLINE PORTAL LOGIN

A Warranty You Can Trust

We stand behind our homes. Level Homes provides a 1-Year Workmanship Warranty, 2-Year Systems Warranty, and 10-Year Structural Warranty.Download the full warranty booklet for more information.

DOWNLOAD WARRANTY BOOKLET

1-Year Workmanship Warranty

1-Year Workmanship Warranty

This warranty covers clearly defined standards for defects in materials and workmanship for the first year after closing. This component of the warranty includes roof covering, cabinets, countertops, door panels, exterior siding, hardwood floor, ceramic tile, drywall, interior trim, carpet, paint and the fireplace.

2-Year Systems Warranty

2-Year Systems Warranty

This warranty covers defects in the electrical, plumbing and mechanical systems for a full two years after closing. This component of the warranty includes supply piping, ductwork for heat and AC, waste piping and electrical wiring.

10-Year Structural Warranty

10-Year Structural Warranty

This warranty covers all load-bearing elements to ensure the safety of the home for up to ten years after closing. This component of the warranty includes roof framing, load-bearing walls, beams, columns, floor framing and the foundation. The State of Louisiana only requires a 5-year structural warranty.

  • How do I submit a Warranty Claim online?

    Reference your username and password in your closing binder, and submit your request through our online portal. Once you’ve entered your username and password, scroll down to the WARRANTY SERVICE REQUEST tab — click the button within this tab to enter your service request.

    CUSTOMER CARE ONLINE PORTAL LOGIN

    It is very important to follow the online claim submission process to ensure you are directed to the correct point of contact within a timely manner. It may be second nature to reach out to your sales agent or Level Homes representative, however, our online submission process guarantees a means of tracking and accountability for the responsible parties. 

     

    If you are unable to locate your username and password, you can also email your request to  customercare@levelbr.com

  • Are cosmetic repairs covered under the 1-Year Workmanship Warranty?

    Cosmetic repairs are not covered after you close, however, we will repair any settlement or separation cracking at your 11-month mark before your warranty expires.

    Everything that you see in the diagram below is covered under the 1-Year Workmanship Warranty.

    Reference page 5 in the warranty booklet for full details.

  • When do you need access to my home to perform necessary maintenance or repairs?

    We ask that you allow us access between the hours of 8am to 5pm.

    Reference page 8 in the warranty booklet for full details.

  • How do you handle emergency repairs?

    In the event of an emergency, submit your request through our online portal. Once you’ve entered your username and password, scroll down to the WARRANTY SERVICE REQUEST tab — click the button within this tab to enter your service request.

    CUSTOMER CARE ONLINE PORTAL LOGIN

    During business hours we will address right away. After hours or on the weekend, we will respond and address as quickly as we can, however, below is a list of emergency contacts — use these contacts to your advantage during an emergency situation. Please DO NOT contact a 3rd party vendor that did not build anything in the home originally. We do not reimburse for those repairs and the 3rd party could void your warranty.

    Reference page 9 in the warranty booklet for full details.

     

    SUBCONTRACTOR LIST

    Electrical & Low Voltage
    Service Electrical
    225.665.5779

    Plumbing
    Kent’s Plumbing
    225.664.4652

    HVAC
    Kent’s Mechanical
    225.756.0777

    Appliances
    Appliance Distributors
    225.344.6793

  • Are there exclusions to the warranties?

    Yes — there are exclusions that are outside of our control. Please review the complete list on page 10 in the warranty booklet.

  • What if there is a deficiency in the construction of my home?

    If you feel you have a deficiency anywhere in your home, please review the Construction Performance Guidelines on page 14 in the warranty booklet.

 

Customer Care Walk Throughs

In addition to an industry-leading warranty program, Level Homes has an extended Customer Care program that goes beyond closing to make sure that the various components of your new home are maintained and functioning properly once you have moved into your new home. Level Homes will send an electronic survey to be filled out before 30-Day, 6-Month, and 1-Year Walk Throughs. These surveys will provide a checklist, allowing you to note specific items that need to be addressed in an easy-to-use and organized manner.

30-Day Walk Through

After you close on your home, we will send a calendar invite and a link to a digital checklist where you will notate items needing attention/repairs. Your construction manager will meet you on the scheduled date, at your home, to discuss your items and repairs.

6-Month Walk Through

At the 5-month mark, we will send a calendar invite and a link to a digital checklist where you will notate items needing attention/repairs.

1-Year Walk Through

At the 11-month mark, we will email you in reference to your 1-Year Warranty expiration and at this time, if you have any items in need of repair, we will coordinate schedules to have this repair completed before your warranty expires.

Homeowner Maintenance

DOWNLOAD MAINTENANCE MANUAL

  • What should I do after I close on my home?

    Most importantly, you will need to transfer utilities such as power, water and gas into your name. All other companies you normally do business with should be notified that your address is changing.

    Reference page 2 in the maintenance manual for full checklist.

  • Do I need to register my appliances?

    Yes. Your appliances are warrantied through Level Homes for one year, however, the manufacturer may cover certain parts longer than one year.

    Go to GE’s website to create an account for your new address to register each appliance. There is a MODEL and SERIAL # specific to each appliance. That information can be found on the inside of the door on a white sticker or in your stack of appliance packets in your pantry.

    Reference page 3 in the maintenance manual for full details.

  • What are my maintenance responsibilities as a homeowner?

    Home maintenance includes regular, seasonal and one-time tasks. Reference page 5-13 in the maintenance manual for full suggested maintenance schedule.

    Most importantly is biannual maintenance and changing your air filters in the HVAC unit in the attic. This filter is built into the air handler unit and your construction manager will show you exactly where this is at your walk through.

  • What if I come across warrantable items that are not homeowner maintenance items?

    These items will be addressed in our scheduled 30-Day, 6-Month, and 1-Year Walk Throughs.

    30-DAY WALK THROUGH
    After you close on your home we will reach out to you for a 30 day follow-up appointment. We will send a calendar invite and a link to a digital checklist where you will notate items needing attention/repairs. Your construction manager will meet you on the scheduled date, at your home, to discuss your items and repairs.

    6-MONTH WALK THROUGH
    At the 5-month mark, we will send a calendar invite and a link to a digital checklist where you will notate items needing attention/repairs.

    1-YEAR WALK THROUGH
    At the 11-month mark, we will email you in reference to your 1-Year Warranty expiration and at this time, if you have any items in need of repair, we will coordinate schedules to have this repair completed before your warranty expires.