Customer Care
We're Here to Help!
Your Arbor team doesn’t disappear after construction wraps up. Our Customer Care team supports your new home with strong warranties and the right information to help you get the most out of your new home.
Moving forward, you must use our customer portal, homebuildingjourney.com for all warranty requests.
For non-emergency warranty requests please login to submit your request.
Please note our hours for repairs are 8:00 AM to 3:00 PM Monday through Friday.
Non-Emergency Customer Care Support:
Central Indiana: 317-674-7625
Southern Indiana/Kentucky: 502-996-8679
Cincinnati/Dayton, Ohio: 513-667-1200
Columbus, Ohio: 614-896-3190
If your request is an emergency:
(broken pipe causing flood, gas line leak, etc)
Central Indiana: 1-800-673-0564
Southern Indiana/Kentucky: 502-377-1172
Cincinnati/Dayton, Ohio: : 1-855-852-2118
Columbus, Ohio: 1-800-436-9772
Welcome to
Homeownership
Your HomeBuildingJourney.com account is the best way to access useful documents relating to your home, community, & to submit warranty requests. For helpful videos regarding the stage of your homes development please sign-in to HomeBuildingJourney.com.
What makes us different?
We have a team dedicated solely to YOU. Building a home can feel overwhelming, but our Customer Advocate Team will be by your side during the construction process and after Closing Day to answer any questions you may have. Customer Advocates are dedicated to enhancing every step of the building and homeownership experience — from the moment you sign your contract to the end of your warranty period.
Warranty Coverage
Please review Arbor's Warranty Coverage before submitting your request below.
*Please note if you own a Silverthorne Home and have a warranty question or request please visit https://silverthornehomes.com/customer-care
All appliances purchased with your new home have a one-year warranty with the manufacturer, Frigidaire. All appliance concerns should be submitted through our Customer Care Portal. Once your claim is submitted, we will coordinate a service technician to address the issue.
Storm damage is not covered under your Arbor/Silverthorne warranty. Please contact your insurance company.
- Trees and shrubs are covered for a period of 90 days after closing or date of installation.
- Sod and hydroseed are not covered (see page 32 of your Homeowner’s Guide for help with landscape care).
Concrete driveways, sidewalks, stoops and patios will crack. Your warranty covers cracks greater than a quarter of an inch.
Caulking will crack due to normal expansion and contraction. This is considered homeowner maintenance and is not covered under your warranty.
The one-time drywall touchup should be requested at about 11 months from closing and does not include paint touch-ups.
Installation of all Mechanical Systems
- Materials & Workmanship
- Plumbing
- Heating & Air Conditioning
- Electrical Systems
Please note: damage caused by homeowner is not covered.
- Roof & Roof Systems (material and workmanship only)
Coverage Against Structural Defects, including:
- Footings
- Beams
- Trusses
- Bearing Walls
- Structural Fasteners
