Customer Care

Committed to customer satisfaction
Fall New Home Tour Saturday & Sunday, Sept. 12 & 13 and Sept. 19 & 20 from 1-5 pm! Click here for more information! Dismiss

We are dedicated to providing every homeowner with an enjoyable building experience, and our commitment to customer satisfaction extends years after moving into your new home. Granite Ridge Builders is also committed to providing you with the knowledge for maintaining your home for years to come. View our resources, videos, and frequently asked questions below with helpful homeowner information.

Buildertrend Login

Login to track the progress of your new home–read daily logs for updates, send us a message, check the calendar, upload pictures, and more.


Just moved into our new home! Every step of the process was great. Everyone from Granite Ridge Builders were an absolute joy. We could not be happier!

Darren Crandell | Roanoke, IN

My project manager has been great to work with throughout the entire construction and warranty processes. He is quick to respond and extremely thorough in making sure all of our concerns are addressed and that we’re satisfied with the results. It reinforces we made the right decision building with Granite Ridge Builders!

Jeremy Lepper | Spencerville, IN

Jenn Nelson was my design coordinator and she was truly a pleasure to work with. Her knowledge, professionalisms, patience, understanding of what I wanted, and caring personality made the experience very pleasant and stress free.

Ernestine Meriwether | Fort Wayne, IN

Jeff, the project manager was amazing. He kept me in the loop everyday, and I felt like I always knew what was happening in my home. He was always honest and on top of things. He took care of my home as if it were his own.

Lauren Cochran | Churubusco, IN

Laura (New Home Specialist), thank you for your last update on Buildertrend. We have been genuinely amazed at how quickly the crews have done their jobs. Dave (Project Manager) has done a really good job of keeping us informed of what was going on. He certainly has done his job of seeing that if he says it is going to happen, it happens. The crews have always been on schedule or even ahead of schedule. Thank all of you again.

Alan & Sue Bowers | Ney, OH

Contact Customer Care

During normal office hours:

Contact our Homeowner Service Specialist

Call the office at 260.490.1417


Message us on Buildertrend®

In the event of an evening or weekend emergency:

Fire: Call 911

Whole House Power Outage: Contact your local utilities provider

Gas Leak: Call 911 and contact your local utilities provider

Water Leak: Turn off water at main shut off and contact your plumber

No Water: Contact your local water department

No Heat/AC: Contact 24-hour emergency service number located on your furnace

Warranty Claims

Warranty Claims can be made in writing by email, on Buildertrend® as indicated in your Granite Ridge Builders' Warranty Guide, or by mailing to:

Granite Ridge Builders
1020 Woodland Plaza Run
Fort Wayne, IN 46825

Warranty Email:

For your convenience, the contractors listed on your Warranty Information Sheet provided at closing can be contacted directly for warranty inquiries. This will speed up the warranty process.

RWC Residential Warranty Company, LLC® (10 Year New Home Warranty)

After 60 days from your closing, you may obtain your Warranty Confirmation at You cannot make a warranty claim without the Warranty Confirmation. RWC Email:

Refer a friend program

The best compliment you can give us is to tell others about your home building experience. We work hard to build lasting relationships with our homeowners, and we appreciate the referrals they give us.


Eliant Survey

We would love to receive your feedback on your homebuilding experience with Granite Ridge Builders. Our goal is to make the process of building a new home a great experience for every homeowner. We encourage homeowners to complete a short questionnaire from Eliant, our customer satisfaction partner, within a few weeks of moving into your new home.

Referral Form

Granite Ridge Builders offers a new kind of home building experience with a focus on delivering an exceptional homebuilding experience at an outstanding value. The best compliment we could receive is a referral from our homeowners who have built a new home with us.

Air Quality Inside Your Home

Learn more about the importance of air quality and controlling moisture and humidity levels inside your new Granite Ridge Builders home. Following the recommended humidity level in your home is important to your comfort and well-being as well as that of your home.

Carbon Monoxide Prevention

Every year, at least 430 people die in the U.S. from accidental carbon monoxide (CO) poisoning. There are steps you can take to help protect yourself and your family from CO poisoning. Granite Ridge Builders includes a combination smoke/carbon monoxide alarm on each level of the home to help prevent carbon monoxide poisoning in the household.

HERS Index Score

The Home Energy Rating System (HERS) Index is the industry standard by which a home’s energy efficiency is measured. It is also the nationally recognized system for inspecting and calculating a home’s energy performance. When building a new home with Granite Ridge Builders, you will have peace of mind knowing that your home was inspected by a nationally certified professional energy specialist. Granite Ridge Builders shows continuous improvement in our average HERS Index scores over the years.

Balanced Healthy Home Fresh Air System

Granite Ridge Builders includes a balanced healthy home fresh air intake system in all of our new homes - making your home environment healthier and more comfortable for you and your family. Learn more about the very important added benefit in controlling fresh air in your new home.

3 Basic Types of Lighting

Proper lighting can have a significant impact on how you feel in a space, and each space may call for a variety of different lighting requirements. A good lighting setup combines different kinds of lighting to create a welcoming space where you can easily work or relax. Our lighting experts will help you determine how to layer the three basic types of lighting to accomplish this in your home new.

Blower Door Tests

Professional energy auditors use blower door tests to help determine air tightness in a home. Learn more about how the blower door test works, how building materials create a home "envelope", and reasons why we establish proper tightness in our new construction homes.




Flush out sediment from your water heater and replace old or broken anode rods. Follow a few easy and inexpensive tips to increase your water heater's efficiency and life expectancy.


Schedule seasonal maintenance on your furnace to help keep it running efficiently and safely all season long!

Garbage Disposals

Check out these easy steps to keep your garbage disposal free of clogs and smelling clean and fresh.

How do I schedule my one-year walk through appointment?

As you approach the one year anniversary of your new home, you can schedule your courtesy one-year walk through appointment by calling our Customer Care Specialist. Make a list in advance of what you notice along with any questions you have regarding the warranty process.

When will spring escrow work start?

Weather will play a big part in when we are able to start spring escrow work including concrete flatwork, grading, and yard installation work. We monitor the weather and check the frost in the ground in order to start the work as soon as possible. Please be patient during this period–we will make sure the work is completed properly.

What is a homeowner orientation?

The homeowner orientation is scheduled with your Project Manager before closing and has two purposes. The first is to demonstrate the new features of your home and discuss homeowner maintenance items. The second is to confirm that we have delivered a home that meets our high standards and quality.

What if I have questions during the construction process?

We strive to provide the best communication and customer service throughout the construction process. Your Project Manager is available to answer your questions in a timely manner, no matter what the issue. You can send a message on Buildertrend or give them a call.

When can we move in?

After we have completed construction on your new home and have received the certificate of occupancy, we will schedule your closing appointment. Once you receive the final keys at your closing appointment, you can begin moving in.

How do I track the progress of my new home once construction has started?

Our Project Managers strive to ensure that you stay engaged throughout the entire process and will be in contact with you throughout the building process. Our simple online system, Buildertrend, also allows homebuyers to track the progress of their new home and easily communicate with our team. Some of the features on Buildertrend include daily logs, messages, and calendar updates, sharing photos, and saving important documents.

What is the best way to contact you?

Please contact us by phone at 260.490.1417 (Fort Wayne Office) or 574.538.3938 (North Office), or via email at

How do I learn more about my home warranties?

Granite Ridge Builders has partnered with the Residential Warranty Company, LLC (RWC) to provide our homeowners with a 10-year new home warranty which includes coverage on major structural components. You will receive a copy of the RWC handbook at closing that outlines the warranty information for your new home. You can also request more information on our warranties by contacting our Customer Care Specialist.

What are the steps in building a new custom home?

Purchasing a new home is an exciting experience. The first step in purchasing your new home is becoming pre-qualified for a home loan to determine your budget. Next we will discuss your goals and wishes for your new home to determine the perfect floor plan and location. After finalizing your design selections and budget, the purchase agreement will be signed and construction will get started. Upon completion of your new home we will schedule a homeowner orientation and closing appointment. You will receive the keys and you may begin moving in–congratulations!

How do I provide feedback on my building experience?

Within a few weeks of closing, you will receive an e-mailed questionnaire from Eliant, our customer satisfaction partner. The feedback from our homeowners is the primary driver behind the improvement of our products and the performance of our team who have helped you along the way. We would very much appreciate it if you took some time from settling into your new home to evaluate your experience. As you begin to make your house a home, please let us know what we can do to make your experience even better!