Top Homebuilder Ratings & Reviews

The New Home Company

Mosaic

102 Homeowner Reviews Completed Dec 2020 - May 2022

Overall Satisfaction

4.6
Customers' overall satisfaction
4.4
Rating of homeowners' willingness to recommend this builder

PERFORMANCE RATINGS

Purchase Experience

4.7

Home Personalization Experience

4.7

Construction Experience

4.7

Customer Care Experience

4.9

Home Readiness

4.3

Installation & Workmanship

4.5

Community Profile

Mosaic by The New Home Company is a residential community in Gilbert located within the popular Layton Lakes masterplan. Consisting of 87 Row Townhomes, 69 Backyard Townhomes and 66 Flats, Mosaic offers opportunity for all - from first-time homebuyers to empty nesters alike. 

Mosaic, a gated community, features a swimming pool & spa, tot lot, BBQ grills & walking paths. The Layton Lakes masterplan offers access to a jogging track, splash pad, tennis court, basketball court, baseball fields, parks, highly rated schools & more!


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MOST RECENT HOME OWNERS' VERBATIM COMMENTS - All
Purchase Experience Testimonials from Real Homebuyers

Gilbert, on Dec 30, 2021

The company has been great. It’s the quality of the home and contractors I was disappointed in. The staff have all been wonderful and helpful the whole way thru.

4.0
Verified Homeowner
Gilbert, on Apr 11, 2022

Customer care has been on top of it. Warranty NA presently

5.0
Verified Homeowner
Gilbert, AZ, on May 16, 2022

The closing was constantly moved back which made me extend my apt. lease. It ended up being 6 months.Also I have things that still need to be done or corrected , which I have emailed . This has been since April 13th but haven’t heard from anyone

4.4
Verified Homeowner
Gilbert, on Oct 25, 2021

I like the fact that I could call someone at the New [name removed] company if there was anything wrong with my house

4.8
Verified Homeowner
Gilbert, on Mar 17, 2022

It has been an ongoing process and not resolved quickly

3.3
Verified Homeowner
Gilbert, AZ, on May 07, 2022

There was a lot of misinformation from the sales office throughout the process. The closing in move in experience was perfect. They went above an beyond to make everything work.

4.3
Verified Homeowner
Gilbert, on Sep 25, 2021

Exceptional customer service.

3.8
Verified Homeowner
Gilbert, on Mar 16, 2022

I've emailed our customer care person, [name removed], several times, and she is always right on it, getting the service arranged! She's been very helpful!

5.0
Verified Homeowner
Gilbert, AZ, on Apr 25, 2022

Took 14 months to complete which became very stressful for a family of 6. Disappointed in the quality and condition of a few things. I am finding paint all over the place. I left my home of 16 years in nicer condition. Cleaning grout and caulking off the tile floor. Finding a cracked tile, damaged laminate that was used for flooring. The lack of concern from the different trades for producing a quality product is very evident. This is my 3rd new home purchase in 26 years. It has had the most issues to get addressed and fixed of the 3. After all the wait and work to get here it's very disappointing.

4.6
Verified Homeowner
Gilbert, on Sep 19, 2021

Our Customer [name removed], [name removed], has been awesome. Always returns texts, emails and calls immediately and always stops by to say hi and to see if we have any concerns. Oh and living in the house is great too! We love our New [name removed] Company [name removed]!!

4.7
Verified Homeowner
Gilbert, on Mar 04, 2022

Unfortunately, at the time of move-in, my house was unlivable. I had to provide additional days after closing for them to complete all the work needed on the house. [name removed] only this but almost all of my appliances were broken to some capacity. One of the most infuriating parts of this entire situation was that my washer/dryer was never tested before I moved in. So when I went to use it for the first time, it was completely broken. Non-functional. There wasn’t a way for me to get a new unit unless I wanted to wait months, so I agreed for the team to swap my washer/dryer with the one that was in the model home, which was well over a year old. So I went over a week in my new house without a washer and dryer before they swapped this. Now this washer and dryer is also broken, the washer itself makes horrible banging noises and it’s obviously broken, and now the dryer part has also began to break and awful scratching noises happen every time I try to use it. When reaching out to my customer care representative I was informed that I would just have to go through the warranty with GE to get it repaired, instead of the new home company doing the right thing and getting me a brand new unit, which is what I paid for originally with the house. I regret not pushing harder now to get a brand new unit as the unit I received was obviously miss handled or abused while in the model. Now that I have reached out to a technician with GE to try to get this repaired, I have been informed that because of the age of my unit, that it is not under warranty and I will have to pay for this repair. Even though I was assured many times by the new home company that swapping my brand new unit with the unit from the model would not cause any warranty issues. Again, I just wish that the new home company did the right thing here and was willing to swap out this old unit, for a brand new one as I originally paid for. There have been numerous other issues with the house, as well as promises from the builder that are still outstanding close to six months later. I rarely like to leave bad reviews on anything, but it feels like I got the bare minimum when it came to everything with this experience, and now it seems there is an unwillingness to resolve and do the right thing to make things right for me. It would be hard for me to recommend the new home company to anybody, because I really feel like I got the short end of the stick on so much here. If anybody does review this, I would really appreciate your company doing the right thing, and swapping out this old, broken washer and dryer with a new one. That’s what I originally paid for, that’s what I would like.

1.7
Verified Homeowner
Gilbert, AZ, on Apr 11, 2022

I loved the communication throughout the process

4.9
Verified Homeowner
Gilbert, on Dec 17, 2021

[name removed] and [name removed] have been amazing!

4.8
Verified Homeowner
Gilbert, AZ, on Feb 06, 2022

The people we worked with were great. Any frustration was caused by delays in getting material which has affected everyone

5.0
Verified Homeowner
Gilbert, AZ, on Dec 12, 2021

I can't say enough about my sales rep, [name removed], she was amazing. She responded to my concerns immediately and did what was in her power to assist me. I was kept up to date on the construction. I was not happy with the designer I met with. She was very cold and on the defense. These are unusual times and I know [name removed] has definitely added to the complications of building. Taking into consideration the prices that have been soaring my biggest disappointment is in the finishing details on a home of this value. It was definitely done quickly and haphazardly. The construction of the home, framing seems to have been done well. I am disappointed on the insulation, I can hear my neighbors on either side.

4.6
Verified Homeowner
Chandler, on Dec 16, 2021

My cooktop still gas a burner that isnt working.. ATR has come out 3-4 times and each time it is a different person and the person before them ordered a part that didn't fix the problem… and a few times i have taken off work for ATR to no show me… that is frustrating to me! I am not a complainer… but come on!

4.8
Verified Homeowner
Gilbert, AZ, on Dec 06, 2021

The only thing I dislike about my purchase experience is delayed my closing but it's a pandemic so not too much concern. I would definitely recommend to my friend and family.

5.0
Verified Homeowner
Gilbert, on Dec 09, 2021

My customer care service has been great! [name removed] checks in and follows up to see if everything is going smoothly and handles whatever glitches may come up - and quickly!!

5.0
Verified Homeowner
Gilbert, AZ, on Nov 08, 2021

I am still waiting for items to be completed (shower glass install, damaged appliances, touch ups, etc).

4.7
Verified Homeowner
Gilbert, on Dec 09, 2021

I have been delighted by my warranty service/customer care experience. My newly built home hand some minor workmanship issues that required rework. My service agent [name removed] has done an excellent job listening to my needs, scheduling trades to perform the work in the most time efficient manner around my availability. She listens to my concerns and follows up to ensure I’m satisfied with the results of work performed on my home. Most companies promote their great customer service yet fall short in action that proves it. TNHC has demonstrated true customer service by the actions I have observed as the customer.

4.9
Verified Homeowner
Gilbert, on Oct 29, 2021

excellent customer service

4.7
Verified Homeowner
Gilbert, AZ, on Nov 08, 2021

I was kept well informed during the process, and sales associate, [name removed], was very helpful and accessible.

4.8
Verified Homeowner
Gilbert, on Sep 29, 2021

[name removed] has been very responsive to the few issues we have. The follow up has been excellent too. She always makes sure everything has been down to our satisfaction.

5.0
Verified Homeowner
Gilbert, AZ, on Oct 17, 2021

We had the most awesome Sales Rep! Timelines were not met. Dislike forced technology use

4.3
Verified Homeowner
Gilbert, AZ, on Sep 04, 2021

I loved how the team was so efficient and attentive! Move in was great - if I needed something, help was only a text away!! (I also loved my closing/housewarming gift from the New [name removed] [name removed] - super-classy!) [name removed] also loaded my fridge with cold water, and stocked my powder room with soap, toilet tissue and paper towels!

5.0
Verified Homeowner
Gilbert, on Sep 10, 2021

[name removed] happy with having to deal with appliance manufacturers. Our dishwasher broke within 30 days after close. I'm still dealing with replacements. Also, some of the textures on the walls was applied too thick, leaving large bumps, etc.

4.5
Verified Homeowner
Gilbert, on Aug 02, 2021

I feel the staff has been so good to me. I appreciate everyone's help. It has been truly a blessing to be taken care of. Thank each and everyone of you.

5.0
Verified Homeowner
Gilbert, AZ, on Aug 13, 2021

Love [name removed]

4.9
Verified Homeowner
Gilbert, on Jul 25, 2021

Very personalized, friendly, and I feel like they have my best interest at all times

5.0
Verified Homeowner
Chandler, AZ, on Aug 13, 2021

The people i worked with were amazing! I really enjoyed the interactions with [name removed], [name removed] and [name removed]! They have made this a seamless and exciting process- even after closing!

5.0
Verified Homeowner
Gilbert, on Jun 02, 2021

[name removed] is always in contactable situation

5.0
Verified Homeowner
Gilbert, AZ, on Jun 29, 2021

It was a seamless experience and the team was amazing in keeping me posted.

5.0
Verified Homeowner
Gilbert, AZ, on Jun 22, 2021

Communication was incredible and consistent.

4.9
Verified Homeowner
Gilbert, on Jun 01, 2021

The warranty service as been wonderful. Deanna Fero does any amazing job responding quickly to our questions and requests, she schedules any needed repairs in a timely manner, and she is very kind and understanding. She always checks in to make sure any work being done is complete and don’t correctly.

4.8
Verified Homeowner
Gilbert, on May 20, 2021

Working with [name removed] has been a pleasure she stays on top of things.

3.4
Verified Homeowner
Gilbert, AZ, on Jun 19, 2021

Although no one person is perfect, i unfortunately had a few mishaps along the way. My move in date was pushed back from Feb, to April, to May. I was not made aware there was another elevation plan, so to my surprise I visited my home while being built and started asking questions as to why it looked different. After that debacle, I was basically given the option to get my money back and move on or accept the elevation plan, instead of it being made right to begin with by letting me have an informed choice. The builders were able to help with closing cost, but it was about the principal of the situation. The communication was not great between the builder and me, but I’m just glad it’s over with it and I’m in my home.

4.3
Verified Homeowner
Gilbert, on Apr 29, 2021

Has all been great

5.0
Verified Homeowner
Gilbert, AZ, on May 26, 2021

I liked everything about the experience

5.0
Verified Homeowner
Gilbert, on Apr 25, 2021

The customer care experience has been exceptional. Our Customer [name removed] [name removed] responds quickly and follows through minute by minute. She makes living here a great experience.

4.4
Verified Homeowner
Gilbert, AZ, on May 19, 2021

Great communication from finance to build and after .Employees are pleasant and professional

4.8
Verified Homeowner
Gilbert, AZ, on Mar 30, 2021

It was a wonderful and smooth process from beginning to end.

5.0
Verified Homeowner
Gilbert, on Apr 22, 2021

We have LOVED working with [name removed]. She is amazing and always available to trouble a situation. Although we have had serval service request, [name removed] always puts the homeowners needs first and is quick to take action.

4.7
Verified Homeowner
Gilbert, AZ, on Mar 20, 2021

I worked with [name removed]! She was amazing. She helped me through the toughest times of moving and always checked in with me. I was blessed to work with her. She made me feel protected. Love that lady. I moved from Utah, so it was tough. We did this together.

5.0
Verified Homeowner
Gilbert, on Apr 19, 2021

Customer Care is awesome. [name removed] is always quick to respond to emails or texts and takes care of us immediately.

5.0
Verified Homeowner

MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - Purchase & Move In
Purchase Experience Testimonials from Real Homebuyers

Gilbert, AZ, on May 16, 2022

The closing was constantly moved back which made me extend my apt. lease. It ended up being 6 months.Also I have things that still need to be done or corrected , which I have emailed . This has been since April 13th but haven’t heard from anyone

4.4
Verified Homeowner
Gilbert, AZ, on May 07, 2022

There was a lot of misinformation from the sales office throughout the process. The closing in move in experience was perfect. They went above an beyond to make everything work.

4.3
Verified Homeowner
Gilbert, AZ, on Apr 25, 2022

Took 14 months to complete which became very stressful for a family of 6. Disappointed in the quality and condition of a few things. I am finding paint all over the place. I left my home of 16 years in nicer condition. Cleaning grout and caulking off the tile floor. Finding a cracked tile, damaged laminate that was used for flooring. The lack of concern from the different trades for producing a quality product is very evident. This is my 3rd new home purchase in 26 years. It has had the most issues to get addressed and fixed of the 3. After all the wait and work to get here it's very disappointing.

4.6
Verified Homeowner
Gilbert, AZ, on Apr 11, 2022

I loved the communication throughout the process

4.9
Verified Homeowner
Gilbert, AZ, on Feb 06, 2022

The people we worked with were great. Any frustration was caused by delays in getting material which has affected everyone

5.0
Verified Homeowner
Gilbert, AZ, on Dec 12, 2021

I can't say enough about my sales rep, [name removed], she was amazing. She responded to my concerns immediately and did what was in her power to assist me. I was kept up to date on the construction. I was not happy with the designer I met with. She was very cold and on the defense. These are unusual times and I know [name removed] has definitely added to the complications of building. Taking into consideration the prices that have been soaring my biggest disappointment is in the finishing details on a home of this value. It was definitely done quickly and haphazardly. The construction of the home, framing seems to have been done well. I am disappointed on the insulation, I can hear my neighbors on either side.

4.6
Verified Homeowner
Gilbert, AZ, on Dec 06, 2021

The only thing I dislike about my purchase experience is delayed my closing but it's a pandemic so not too much concern. I would definitely recommend to my friend and family.

5.0
Verified Homeowner
Gilbert, AZ, on Nov 08, 2021

I am still waiting for items to be completed (shower glass install, damaged appliances, touch ups, etc).

4.7
Verified Homeowner
Gilbert, AZ, on Nov 08, 2021

I was kept well informed during the process, and sales associate, [name removed], was very helpful and accessible.

4.8
Verified Homeowner
Gilbert, AZ, on Oct 17, 2021

We had the most awesome Sales Rep! Timelines were not met. Dislike forced technology use

4.3
Verified Homeowner
Gilbert, AZ, on Sep 04, 2021

I loved how the team was so efficient and attentive! Move in was great - if I needed something, help was only a text away!! (I also loved my closing/housewarming gift from the New [name removed] [name removed] - super-classy!) [name removed] also loaded my fridge with cold water, and stocked my powder room with soap, toilet tissue and paper towels!

5.0
Verified Homeowner
Gilbert, AZ, on Aug 13, 2021

Love [name removed]

4.9
Verified Homeowner
Chandler, AZ, on Aug 13, 2021

The people i worked with were amazing! I really enjoyed the interactions with [name removed], [name removed] and [name removed]! They have made this a seamless and exciting process- even after closing!

5.0
Verified Homeowner
Gilbert, AZ, on Jun 29, 2021

It was a seamless experience and the team was amazing in keeping me posted.

5.0
Verified Homeowner
Gilbert, AZ, on Jun 22, 2021

Communication was incredible and consistent.

4.9
Verified Homeowner
Gilbert, AZ, on Jun 19, 2021

Although no one person is perfect, i unfortunately had a few mishaps along the way. My move in date was pushed back from Feb, to April, to May. I was not made aware there was another elevation plan, so to my surprise I visited my home while being built and started asking questions as to why it looked different. After that debacle, I was basically given the option to get my money back and move on or accept the elevation plan, instead of it being made right to begin with by letting me have an informed choice. The builders were able to help with closing cost, but it was about the principal of the situation. The communication was not great between the builder and me, but I’m just glad it’s over with it and I’m in my home.

4.3
Verified Homeowner
Gilbert, AZ, on May 26, 2021

I liked everything about the experience

5.0
Verified Homeowner
Gilbert, AZ, on May 19, 2021

Great communication from finance to build and after .Employees are pleasant and professional

4.8
Verified Homeowner
Gilbert, AZ, on Mar 30, 2021

It was a wonderful and smooth process from beginning to end.

5.0
Verified Homeowner
Gilbert, AZ, on Mar 20, 2021

I worked with [name removed]! She was amazing. She helped me through the toughest times of moving and always checked in with me. I was blessed to work with her. She made me feel protected. Love that lady. I moved from Utah, so it was tough. We did this together.

5.0
Verified Homeowner

MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - 5-6 Months after Move In
Purchase Experience Testimonials from Real Homebuyers

Gilbert, on Apr 11, 2022

Customer care has been on top of it. Warranty NA presently

5.0
Verified Homeowner
Gilbert, on Mar 17, 2022

It has been an ongoing process and not resolved quickly

3.3
Verified Homeowner
Gilbert, on Mar 16, 2022

I've emailed our customer care person, [name removed], several times, and she is always right on it, getting the service arranged! She's been very helpful!

5.0
Verified Homeowner
Gilbert, on Mar 04, 2022

Unfortunately, at the time of move-in, my house was unlivable. I had to provide additional days after closing for them to complete all the work needed on the house. [name removed] only this but almost all of my appliances were broken to some capacity. One of the most infuriating parts of this entire situation was that my washer/dryer was never tested before I moved in. So when I went to use it for the first time, it was completely broken. Non-functional. There wasn’t a way for me to get a new unit unless I wanted to wait months, so I agreed for the team to swap my washer/dryer with the one that was in the model home, which was well over a year old. So I went over a week in my new house without a washer and dryer before they swapped this. Now this washer and dryer is also broken, the washer itself makes horrible banging noises and it’s obviously broken, and now the dryer part has also began to break and awful scratching noises happen every time I try to use it. When reaching out to my customer care representative I was informed that I would just have to go through the warranty with GE to get it repaired, instead of the new home company doing the right thing and getting me a brand new unit, which is what I paid for originally with the house. I regret not pushing harder now to get a brand new unit as the unit I received was obviously miss handled or abused while in the model. Now that I have reached out to a technician with GE to try to get this repaired, I have been informed that because of the age of my unit, that it is not under warranty and I will have to pay for this repair. Even though I was assured many times by the new home company that swapping my brand new unit with the unit from the model would not cause any warranty issues. Again, I just wish that the new home company did the right thing here and was willing to swap out this old unit, for a brand new one as I originally paid for. There have been numerous other issues with the house, as well as promises from the builder that are still outstanding close to six months later. I rarely like to leave bad reviews on anything, but it feels like I got the bare minimum when it came to everything with this experience, and now it seems there is an unwillingness to resolve and do the right thing to make things right for me. It would be hard for me to recommend the new home company to anybody, because I really feel like I got the short end of the stick on so much here. If anybody does review this, I would really appreciate your company doing the right thing, and swapping out this old, broken washer and dryer with a new one. That’s what I originally paid for, that’s what I would like.

1.7
Verified Homeowner
Gilbert, on Dec 17, 2021

[name removed] and [name removed] have been amazing!

4.8
Verified Homeowner
Chandler, on Dec 16, 2021

My cooktop still gas a burner that isnt working.. ATR has come out 3-4 times and each time it is a different person and the person before them ordered a part that didn't fix the problem… and a few times i have taken off work for ATR to no show me… that is frustrating to me! I am not a complainer… but come on!

4.8
Verified Homeowner
Gilbert, on Dec 09, 2021

My customer care service has been great! [name removed] checks in and follows up to see if everything is going smoothly and handles whatever glitches may come up - and quickly!!

5.0
Verified Homeowner
Gilbert, on Dec 09, 2021

I have been delighted by my warranty service/customer care experience. My newly built home hand some minor workmanship issues that required rework. My service agent [name removed] has done an excellent job listening to my needs, scheduling trades to perform the work in the most time efficient manner around my availability. She listens to my concerns and follows up to ensure I’m satisfied with the results of work performed on my home. Most companies promote their great customer service yet fall short in action that proves it. TNHC has demonstrated true customer service by the actions I have observed as the customer.

4.9
Verified Homeowner
Gilbert, on Oct 29, 2021

excellent customer service

4.7
Verified Homeowner
Gilbert, on Sep 29, 2021

[name removed] has been very responsive to the few issues we have. The follow up has been excellent too. She always makes sure everything has been down to our satisfaction.

5.0
Verified Homeowner
Gilbert, on Sep 10, 2021

[name removed] happy with having to deal with appliance manufacturers. Our dishwasher broke within 30 days after close. I'm still dealing with replacements. Also, some of the textures on the walls was applied too thick, leaving large bumps, etc.

4.5
Verified Homeowner
Gilbert, on Aug 02, 2021

I feel the staff has been so good to me. I appreciate everyone's help. It has been truly a blessing to be taken care of. Thank each and everyone of you.

5.0
Verified Homeowner
Gilbert, on Jul 25, 2021

Very personalized, friendly, and I feel like they have my best interest at all times

5.0
Verified Homeowner
Gilbert, on Jun 02, 2021

[name removed] is always in contactable situation

5.0
Verified Homeowner
Gilbert, on Jun 01, 2021

The warranty service as been wonderful. Deanna Fero does any amazing job responding quickly to our questions and requests, she schedules any needed repairs in a timely manner, and she is very kind and understanding. She always checks in to make sure any work being done is complete and don’t correctly.

4.8
Verified Homeowner
Gilbert, on May 20, 2021

Working with [name removed] has been a pleasure she stays on top of things.

3.4
Verified Homeowner
Gilbert, on Apr 29, 2021

Has all been great

5.0
Verified Homeowner
Gilbert, on Apr 25, 2021

The customer care experience has been exceptional. Our Customer [name removed] [name removed] responds quickly and follows through minute by minute. She makes living here a great experience.

4.4
Verified Homeowner
Gilbert, on Apr 22, 2021

We have LOVED working with [name removed]. She is amazing and always available to trouble a situation. Although we have had serval service request, [name removed] always puts the homeowners needs first and is quick to take action.

4.7
Verified Homeowner
Gilbert, on Apr 19, 2021

Customer Care is awesome. [name removed] is always quick to respond to emails or texts and takes care of us immediately.

5.0
Verified Homeowner

MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - 10-12 Months after Move In
Purchase Experience Testimonials from Real Homebuyers

Gilbert, on Dec 30, 2021

The company has been great. It’s the quality of the home and contractors I was disappointed in. The staff have all been wonderful and helpful the whole way thru.

4.0
Verified Homeowner
Gilbert, on Oct 25, 2021

I like the fact that I could call someone at the New [name removed] company if there was anything wrong with my house

4.8
Verified Homeowner
Gilbert, on Sep 25, 2021

Exceptional customer service.

3.8
Verified Homeowner
Gilbert, on Sep 19, 2021

Our Customer [name removed], [name removed], has been awesome. Always returns texts, emails and calls immediately and always stops by to say hi and to see if we have any concerns. Oh and living in the house is great too! We love our New [name removed] Company [name removed]!!

4.7
Verified Homeowner