Nexhome Customer Care
We’re Here When You Need Us.
From questions about your installation to equipment service and warranty support, our team is here to help you get the answers and assistance you need.
Something not working? Try our self-help guide
Support
How can we help?
Self-help guide
Something not working?
Try our quick self-help guide first. A few simple checks can often get things running again, and if not, we’ll pass along everything you tried so you don’t have to repeat it.
Need service?
Tell us what’s happening with your equipment and our team will review your request.
Request ServiceQuestions about your warranty?
Understand your coverage and get help submitting a warranty-related request.
View Warranty InformationHave a question?
Need documents, information about your installation, or help with an existing account? We’re here to assist.
Contact SupportAlready contacted us?
Follow up on an existing request using your service reference number.
Follow UpEmergency? Gas smell, carbon monoxide alarm or electrical danger: leave the area and call 911 or your utility. Don’t use these forms.
Get help
Tell us how we can help.
Choose what you need and the form adapts. Existing Nexhome customers anywhere can reach us, including in areas where we aren’t taking new installations.
Your coverage
Confidence beyond installation.
Your home comfort investment deserves dependable support. We help you understand your coverage and navigate the warranty process when something needs attention.
Manufacturer warranty
Equipment manufacturers provide warranty coverage according to the product, model, registration requirements and applicable manufacturer terms.
Nexhome workmanship warranty
Nexhome workmanship coverage is determined by the terms of your installation agreement. Our team can help review the coverage that applies to your installation.
Optional protection plans
Additional protection or maintenance plans may be available for certain products. Coverage depends on the plan selected and its terms.
Warranty claims
How warranty claims work.
Not every claim is approved, and some visits may carry a charge. We’ll always tell you what applies.
Submit your request
Tell us which equipment needs attention and what you’re experiencing.
We review your coverage
Our team reviews your installation details, the manufacturer’s terms and your Nexhome agreement.
We coordinate next steps
Where applicable, we help coordinate troubleshooting, a technician visit, parts or manufacturer support.
We follow through
We tell you the outcome and help you understand any next steps or charges that may apply.
Before you start
What to have ready.
Don’t have every detail? Send your request anyway; we’ll work with what you have.
- Your name and service address
- Product make and model
- Serial number, if available
- Approximate installation date
- A description of the issue
- Photos or error codes, where relevant
- Your agreement or invoice, if available
Questions
Questions about coverage.
Every answer depends on the actual terms that apply to your equipment and agreement.
How do I know if my equipment is under warranty?
Coverage depends on the manufacturer’s terms for your model, whether the equipment was registered, and your Nexhome installation agreement. Send us a request with whatever details you have and we’ll help you check.
What’s the difference between a manufacturer warranty and workmanship coverage?
A manufacturer warranty covers the equipment itself, under the manufacturer’s terms. Workmanship coverage relates to the installation work, under the terms of your Nexhome agreement.
Is labour included in my warranty?
It depends on the specific manufacturer terms and your agreement. Some coverage includes only parts. We’ll explain what applies to your installation before any work proceeds.
Will I be charged for a diagnostic visit?
That depends on your coverage and the cause of the issue. We’ll tell you about any charges that may apply before a visit is booked.
What if my equipment was installed by Nexhome but has a manufacturer issue?
Let us know. We’ll help you understand the manufacturer’s process and coordinate support where we can.
Can I request service without my original invoice?
Yes. Send your request with the details you have, and we’ll use your name, address and installation details to look up your records.
What happens if a replacement part needs to be ordered?
We’ll let you know what’s needed, the expected next steps and how parts availability affects timing, which can depend on the manufacturer.
Does warranty coverage transfer if I sell my home?
Transfer rules vary by manufacturer and agreement, and some require registration by the new owner. Contact us with the equipment details and we’ll help you find out.
Can I request service after my warranty expires?
Yes. We can still help with service; any charges are explained before work begins.
What if I am unhappy with the outcome of my service request?
Use “Raise a concern” on this page. Your concern goes to a dedicated queue for review by the appropriate team member.
Customer concerns
Your concerns matter.
If something hasn’t been resolved to your satisfaction, we want to hear about it. Tell us what happened so the appropriate team member can review your concern.
Safety first
If you suspect a gas leak, carbon monoxide exposure, electrical danger or another immediate safety emergency, leave the affected area and contact emergency services or your utility provider as appropriate. Do not rely on this online form for emergency assistance.
Good service doesn’t end after installation.
Whether it’s a simple question or something that needs attention, Nexhome is committed to helping you find a clear path forward.