Customer Care - Harris Doyle Homes

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Customer Care Program

Coverage On Your New Home

We realize that a home is the largest investment most people will make in their lifetime. We want our customers to feel great about making that investment with us – that’s why Harris Doyle developed a comprehensive customer care program that you can count on.

We strive for perfection in every home we build and are proud of our track record and quality. Because home building involves the use of both natural and man-made products and hundreds of thousands of parts, it’s not uncommon for adjustments to be needed after closing. In that event, you can feel confident in our One-Year Limited Warranty Agreement, which ensures that repairs and corrections are made promptly.

Our dedicated Customer Care team ensures all requests are handled in a timely manner, from closing day through the 1-year warranty period. Click below to submit a warranty request.

Warranty Request Form

Homeowner Support

Warranty Info & Service Requests

The procedures outlined below exist to ensure your policy is managed effectively. These guidelines have been crafted and revised over time based on our extensive experience. Please familiarize yourself with what to expect from the Customer Care team during your first year as a new homeowner.

Warranty Information & Top 25 Requests
Review your full Warranty Packet and explore the top 25 most frequently submitted Customer Care requests. Click below to download the Customer Care information package.

Customer Care Information Package

Harris Doyle

Customer Care Team

John Ware

John Ware

Senior Customer Care Manager - Birmingham

Ryland Randolph

Ryland Randolph

Customer Care Manager - Birmingham

David Payne

David Payne

Customer Care Manager - Birmingham

Mason Dean

Mason Dean

Director of Customer Care & QA - Auburn

Jeffery Ryan

Jeffery Ryan

Customer Care Manager - Auburn

Zac Speer

Zac Speer

Customer Care Manager - Coastal

Frequently Asked Questions

Customer Care

These may be emailed to Birmingham at customercare@harrisdoyle.com, Auburn at auburncustomercare@harrisdoyle.com, and Coastal at coastalcustomercare@harrisdoyle.com.

After submitting your request, a service order will be issued and emailed to a trade partner and you. The Trade Partner should contact you within 3 business days to schedule the warranty service and complete the service order within 10 business days. The trade partner will ask that you sign the service order once the work is completed.

If an emergency happens during non-business hours, you may call the trade partner's emergency phone numbers. These stickers are located on the inside of the breaker box. Requests that are considered an emergency include electrical, HVAC, and plumbing.

As your new home adjusts to varying seasonal conditions during your first year, certain items may require maintenance, such as:

Caulking trim separations or cracks
Grout separation or cracks
Countertop separation from the wall
Nail pops in drywall

These items are available for a one-time repair. We recommend waiting until near the end of the 1-year warranty before emailing to report these items so that all shrinkage cracks, etc., have had time to appear.

We’re committed to keeping our homeowners informed every step of the way regarding their Warranty Requests. In some cases, updates may depend on information from our trusted trade partners. When that happens, we work diligently to gather the details as quickly as possible. You can expect regular updates every few days, and we’re always happy to provide additional information whenever you need it.

All Repair Requests Must Be Made in Writing.
In order for Harris Doyle Homes to properly manage our customer care system, all repair requests must be submitted through the website warranty request form or via email.

Repairs are scheduled during our regular business hours, Monday through Friday, 8:00 a.m. – 5:00 p.m., to ensure you receive the highest level of service. Weekend and after-hours appointments are reserved only for emergencies. We truly appreciate your understanding and flexibility.

Some repairs may involve coordination between multiple trade partners. When possible, we aim to schedule these visits on the same day for your convenience. In certain situations, however, repairs may need to be completed over multiple days. In those cases, we’ll work closely with you to coordinate scheduling, and we ask that someone be available at home during each visit so the work can be completed efficiently.

Once the repair is complete, you may be asked to sign a Repair Service Order. This form is simply used for quality assurance and recordkeeping—it is not part of your Home Purchase Agreement and is not a binding contract. If you have any concerns about the work performed, our Customer Care Team will review the item to ensure it meets our Building Quality Standards before closing out the request.

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