Ohio Customer Care
We're here to help
Starting January 1st 2025, you must use our customer portal, homebuildingjourney.com for all warranty requests.
Please note our hours for repairs are 8:00 AM to 3:00 PM Monday through Friday.
Your Arbor team doesn’t disappear after construction wraps up. Our Ohio 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.
If your request is an emergency:
- GAS LEAK- Get out of the house and call 911. Once cleared please call the emergency line.
- PLUMBING LEAK- This is a leak that you cannot control. Shut off the main water valve. This can usually be found in the mechanical closet, laundry room, or in a basement.
- If you can control and stop the leak, this would not be an emergency, and you would need to submit a warranty request through the website/ QR code.
- SEWER BACK UP- This is covered within 30 days of closing.
- If it is passed the first 30 days you would need to reach out to the plumber of your choice. If they find construction debris in the line, please have them take images or video of the debris and reach out to the warranty department.
- LOSS OF HEAT IN WINTER- If you experience no heat in the winter time.
- First, check your thermostat batteries and your furnace filter is clean.
- Loss of a/c in the summer does not qualify for an emergency. Please submit a warranty request through the website/ QR code.
- ELECTRICAL- If experience partial or complete power outage in your home, reach out to your Utility Provider then to the electrician.
IN ADDITION TO THE EMERGENCY CALL, PLEASE SUBMIT A SERVICE TICKET
- Cincinnati/Dayton: 1-855-852-2118
- Columbus: 1-800-436-9772
For Cincinnati/Dayton non-emergency requests please fill out the warranty form below or call 513-667-1200.
For Columbus Ohio non-emergency requests please fill out the warranty form below or call 614-896-3190.
Ohio Warranty Coverage
All appliances purchased with your home have a one-year warranty with the manufacturer, Frigidaire. Please call Frigidaire directly at 855-224-4987.
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.
Materials & Workmanship
Please note: damage caused by homeowner is not covered.
Installation of all Mechanical Systems
- Plumbing
- Heating & Air Conditioning
- Electrical Systems
Coverage Against Structural Defects, including:
- Footings
- Beams
- Trusses
- Bearing Walls
- Structural Fasteners