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After Sales Customer Service Plan

Homeowner information package

At the time of the home purchase clients will receive the homeowner information package, which is full of information to guide them through the entire warranty process. Within this package is essential home warranty information from Tarion Warranty Corporation, which explains new home buyer’s rights and responsibilities under the Ontario New Home Warranties Plan Act. The homeowner information package guides through the Pre-Delivery Inspection, the one-, two-, and seven-year warranties provided by Tarion, and through major structural defect warranty.

During the Pre-Delivery Inspection customers will have an opportunity to record the state of the home prior to possession. Within 30 days and then 11 months following the closing, customers are also required to submit a list of any remaining warranted deficiencies that may have found in the home by mail or fax to both Tarion Warranty Corporation and our Customer Service Team. We aim to address all warrantable items on the deficiency lists as quickly as possible.


Pre-Delivery Inspection (PDI)

Approximately one week prior to the date of possession, our representative will guide customers through an inspection of the new home. At this time clients will be asked to identify any damaged, incomplete or missing items, along with anything that is not working properly. All of these items will be recorded on the PDI form documenting the conditions that existed prior to the move-in. If clients are unable to assess something because it has not been installed, completed or cleaned, this should also be noted on the PDI form.


30-day services

Over the first few weeks, new home owners may notice items not noted on the PDO which they would like to be addressed. We ask that home owners please compile an all inclusive list of items and submit it to our warranty department prior to the 30 day anniversary. Clients can submit the list to us by email or by fax 905-604-5758. Once the service request is received a technician will be scheduled to meet with client and review the items of concern. Wherever possible we will attend to these items the same day however in some cases a follow-up appointment may be necessary to fully resolve all the items of concern. i.e. completion of seasonal weather sensitive items etc. We ask that any items clients notice after the 30 day service check point, with the exception of emergency items, be noted and included as part of the year end service request (see details below).


After the First Year

The correction of all items on the 30-day and year end deficiency lists will mark the end of the Tarion One Year Comprehensive Warranty coverage. However, warranty coverage for the most critical components of the new home continues beyond the one-year comprehensive warranty coverage. For example, defects in our materials or work that result in water penetration in the building envelope, basement or foundation walls, or any defect in materials or work that results in the failure of a load-bearing part of the home’s structure are covered for either two or seven years, depending on the item. Effective as of the move-in date, these longer-term warranties run concurrently with the one-year comprehensive coverage and expire either two or seven years after the date of possession.



Warranty coverage begins on the date of possession listed on the Certificate of Completion and Possession from Tarion.


General Home Warranty……………………………………………… 1 Year


Warranty Against Water Leakage……………………………………. 2 Years


Warranty on Mechanical Units………………………………………. Manufacturers Warranty


Warranty on Major Structural Defects……………………………….. 7 Years


Please refer to Tarion Construction Performance Guideline for qualifications.



All correspondence should be directed to our Customer Service department. To ensure accuracy, please include your name, lot number, site, address, telephone and email when submitting your service form.

l   Please mail your form to:

111-7100 Woodbine Ave.

Markham, ON

L3R 5J2

Or submit by email to

Customer Service Department is available during normal business hours Monday to Friday from 9:30 am to 6:00 pm. Call: 905-604-5757 or email:




Certain severe conditions constitute an emergency situation. An emergency is defined as any warrantable deficiency within the control of the builder that, if not attended to immediately, would likely result in imminent and substantial damage to the home, or would likely represent an imminent and substantial risk to the health and safety of its occupants.


Examples of emergency situations include:


• Total loss of heat between September 15 and May 15*

• Gas leak*

• Total loss of electricity*

• Total loss of water supply*

• Total sewage stoppage*

• Plumbing leakage that requires complete water shut-off

• Major collapse of any part of the home’s exterior or interior structure

• Major water penetration on the interior walls or ceiling

• A large pool of standing water inside the home

• Any situation where the home is considered uninhabitable for health or safety reasons


*Emergency situations due to the failure of a municipality or utility to provide the service are not within the builder’s control.

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