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Customer Care & Service Team

If you’re having an issue in your home, lean on us. We’re committed to giving you the best service possible to resolve your concern quickly.

What is a Warranty Emergency?

  • No heat or air conditioning
  • Gas smell in the home
  • Sewer backups
  • Water leaks that cannot be turned off at the source*

If you are experiencing an emergency outside of business hours, please follow the instructions below and we will respond to your claim as soon as possible when we return to the office.

Plumbing / Water Leak

What to do:

  1. Locate the phone number for your original plumber on the sticker on your hot water heater (or your original subcontractor list supplied in your NHO documents) and contact them directly. They will have an emergency contact. Leave a message if there is no answer and they will respond directly.
  2. Submit your claim through your online warranty portal to notify CBH. A Customer Care Representative will follow up with you as soon as possible during normal business hours.
  3. If you are experiencing a leak, turn your water off at the source. The main shut-off valves are usually located where the main water supply pipes enter the house. This is either in the crawl space or in a closet location (for homes built on slab foundations). Room shut-off valves are usually just below the fixture (at the rear of the toilet at the wall, under the sink in the rear of the cabinet). If the leak is a showerhead or tub spout area, you will need to shut off the main water valve to the home. In the event of a water leak between walls, turn off the main water valve to prevent damage to carpet and/or walls.
  4. If you are experiencing a leak located outside related to landscaping on or off your property, see the LANDSCAPING section of this document below.

Heating / Cooling

What to do:

  1. Locate the phone number for your original heating and cooling company on the sticker on your furnace, on your thermostats, or out by your hot water heater if your furnace is in the attic - and contact them directly. You can also locate your original subcontractor list supplied in your NHO documents. They will have an emergency contact. Leave a message if there is no answer and they will respond directly.
  2. Submit your claim through your online warranty portal to notify CBH as well and a Customer Care Representative will follow up with you during normal business hours. Leave a message if there is no answer and they will respond directly.

** If you’re experiencing a strong gas smell, or a gas smell outside your home by the gas meter, leave your home immediately and call Intermountain Gas Company from outside of the home. Intermountain Gas 24 hour Emergency line: 800-548-3679.

**Before submitting an A/C emergency, please check the following:

  • Breaker is ON in the electrical panel in the garage.
  • Disconnect switch on the side of the house by the AC unit is ON.
  • Wall switch to the furnace is ON.
  • T-Stat is set to COOL and the temperature setting is at least a few degrees colder than the current temperature in the house.
  • Always check for clean filters.

Electrical

What to do:

  1. Locate the phone number for your original electrical company on the sticker on your electrical panel or furnace (or your original subcontractor list supplied in your NHO documents) and contact them directly. They will have an emergency contact. Leave a message if there is no answer and they will respond directly.
  2. Submit your claim through your online warranty portal to notify CBH as well and a Customer Care Representative will follow up with you during normal business hours.
  3. An emergency would be: power outage to the house that is not an Idaho Power outage, or a sizzling sound coming from outlets or switches.

Home Alarm

If your ADT alarm is going off and you do not know/have the code, please log into your homeowner warranty portal and scroll to the bottom of the emergency instructions to view instructions regarding your code.

Landscaping

What to do:

  1. If you are experiencing a landscaping leak or water concern, you can turn your water off at your irrigation system. (This can typically be located in your largest irrigation box in your yard, and the handle to turn it off is usually red, or may be metal.)
  2. If there is a water leak outside that is not on your property, you can go to your city’s website and contact their after hours emergency water number, or research what the emergency irrigation phone number would be for irrigation leaks. (If you google your city and the words emergency water leak, contact numbers should come up in your search.)
  3. If there is a water leak outside that is in a common area of your neighborhood, contact your HOA.
  4. If you have other landscaping or water concerns, please note that landscaping is not warrantable, as signed off on in your NHO documents and warranty manual. If you have concerns regarding your sprinklers or watering times, please refer to these resources:

Adjusting Sprinkler Heads

Get To Know Your Sprinkler Clock

**If you have landscaping concerns, please note that landscaping is not warrantable, as signed off on in your NHO documents and warranty manual.

Emergency Email

**This emergency email is not monitored outside of business hours, M-F, 8am-5pm MT, but you will receive an autoreply with instructions on what to do, or you can follow the instructions above. We will follow up with you regarding your warranty claim as soon as possible when we return to the office.


Homeowner Maintenance

  • Adjusting your sprinkler heads for better coverage
  • Proper landscape watering and yard maintenance
  • Accidental cutting of sprinkler, phone, or cable lines
  • Concrete cracks
  • Changing HVAC filters and vacuuming air vents regularly
  • Interior and exterior caulking
  • Paint touch ups from normal wear and tear
  • Grout cracks
  • Rodent or insect problems

Maintenance or Warranty?

Wondering if your issue is covered under your home warranty or if it’s considered regular homeowner maintenance? We’ve compiled a list of the most common requests for services and categorized them as covered by your home warranty, or a homeowner maintenance responsibility. Still have questions? Let us know, and one of our representatives will be happy to assist you.

Best ways to contact us

Meet Our Amazing Customer Care Team

Boise Team

Mackenzie Marez
Customer Care & Service Leader
David Hoff
Customer Care & Service Superintendent/Leader
Rich Weaver
Customer Care & Service Superintendent/Leader

Kuna & Meridian Team

Ally Zeisloft
Customer Care & Service/Leader
David Hoff
Customer Care & Service Superintendent/Leader
Rich Weaver
Customer Care & Service Superintendent/Leader

Nampa & Star Team

Kenzie McCall
Customer Care & Service/Leader
David Hoff
Customer Care & Service Superintendent/Leader

Caldwell, Eagle, & Middleton Team

Mackenzie Marez
Customer Care & Service Leader
David Hoff
Customer Care & Service Superintendent/Leader
Rich Weaver
Customer Care & Service Superintendent/Leader

Mountain Home & Twin Falls Team

Mackenzie Marez
Customer Care & Service Leader

All warranty items must be submitted through the warranty portal online.

But if you have any questions, we are open Monday - Friday, 8am - 5pm. You can contact us via email! See below for contact info!

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What our Happy Homeowners Say

I needed some warranty work done and they sent Mark and Rich out to do the work. They took care of it and they gave me some great advice on how to make my home more energy efficient. Mark even fixed the weather strip on my front door. Mark and Rich went above and beyond!

– Matt Y.

I have a new CBH home and l have had to call CBH Warranty Dept. several times. Mostly for small things but once for a big thing. Big or small, they have responded kindly and quickly with nice and competent service people. They showed up on time. The repairs have been completed in a timely manner and l was never made to feel unimportant. So amazing! I am very pleased.

– Marianna F.

I would like to commend CBH on their quick response to our warranty claims. Not only did they get our problem fixed quickly, but the repair person (Mark) that they sent out was phenomenal! Not only did he fix our problem, but he also went through the house and showed us ways to improve our energy efficiency. We definitely love our home.

– Tammy J.

Overall experience was good. Everyone we dealt with was friendly and professional. We had a few warranty problems, nothing major, and CBH homes responded quickly and the contractors were also very friendly and professional. We love our new home.

– Dennis M.

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