Warranty Service Program
We at Sunlight Heritage Homes would like to be the first to welcome you to your new home. We are honoured that you and your family have given us the privilege of building a home for you and we sincerely hope that your home will be the source of much pleasure and happiness for you and your family for many years to come.
As part of the New Home Walk Through Orientation material, you received "A Maintenance Guide to Your New Home" that describes the simple maintenance procedures you should institute to supplement Sunlight Heritage Homes' warranty service program. Please take the time to read "A Maintenance Guide to Your New Home" and implement its recommendations as soon as possible.
These procedures have been developed as a result of the many years of experience as the most effective and efficient means of taking care of any adjustments that may be necessary as a result of the "curing" process a new home undergoes. Please take the time to familiarize yourself with these procedures so that we may most effectively serve you.
Your new home, like all others in this province, is protected by the provisions of Tarion, formerly Ontario New Home Warranty Plan Act. Our objective is to attend to your warranty service requirements expeditiously and professionally by coordinating the necessary skills to complete any warrantable or applicable remedial work to your satisfaction. Your careful attention to the items noted below will help us to meet that objective.
Prior to closing, you will have met with a representative of our company for the purpose of inspecting your home. The purpose of this inspection is:
- To verify that the completed home meets or exceeds Sunlight Heritage Homes' demanding quality standards as well as your expectations.
- To familiarize you with the features of your home and to demonstrate the operation of the various systems of your home, e.g. heating and air-conditioning, electrical systems, plumbing, appliances, windows, doors, and so on;
- To point our key maintenance items and tips for you own maintenance program;
- To make sure that you understand the procedures that we have established to best serve you in the event that additional adjustments may be necessary.
During your New Home Walk through Orientation, there will be several forms for you to complete:
- your Pre-Delivery Inspection (PDI) and,
- the Certificate of Completion and Possession (CCP) pursuant to the Ontario New Home Warranty Plan Act.
With a product as complex as your new home and regardless of our rigorous quality control program, there may be a few necessary last minute adjustments. We want to make sure that the required adjustments are identified and addressed as soon as possible. With the exception of back-ordered items and work that cannot be tackled because of the weather, we will complete all of the adjustments noted during the New Home Walk through Orientation as soon as possible.
Within the first 30 days from the date of closing, we would ask that you carefully, and in sufficient detail, compile a list noting any items of a service nature and forward it to Sunlight Heritage Homes as noted above, so that it may be attended to by us. You are required to fill out the 30 Day-form provided to you in the back of the "Homeowner Information Package" prior to your PDI appointment. If you have misplaced your 30 day form, it can be printed by clicking on the image to the right.
Your "30 DAY LIST" will be reviewed to determine whether the items indicated are covered by the warranty on your home. We will contact you for the purpose of arranging an opportunity for a Sunlight Heritage Homes Representative to come to your home and inspect the item(s) in question. Thereafter, arrangements will be made for the repair or rectifications of those covered by the warranty, again within 120 days of the submission of the 30 DAY LIST in most cases.
Please note that all submissions for deficiencies or service work must be in writing.
As is customary with any new home, minor warrantable deficiencies will arise after the 30 day period. In order to enable us to deal with these items in an efficient and organized manner, we request that you collect and present them to us in writing within the last 30 days prior to your 1 year anniversary date.
Our Customer Service Department will review your concerns on an item by item basis and recommend the best course of action. In some cases, it is preferable to postpone adjustments until the home has undergone one full cycle of seasonal changes. In other cases, it is appropriate to effect adjustments earlier.
Where repair to tiles, cushion floor, broadloom, trim, etc., is warranted in whole or in part, we will attempt to repair materials with the same product as originally installed. However, should the material vary slightly in colour, we cannot be held responsible, as variations are due to the manufacturers dye lots, over which we have absolutely no control. Also, in the event the original product is unavailable at the time of repair, we reserve the right to substitute with material of equal or better value.
A large portion of complaints received from homeowners are directly related to high humidity levels found in new homes. These problems may manifest themselves in many ways; wet basement walls, condensation on exposed pipes and windows, sticking doors and windows and rolls in the broadloom are some of the most common complaints. In most cases, the problems can be solved by using a good dehumidifier to remove the excess moisture from the home. Depending on the time of year, this moisture can be quite substantial. During the "drying out" period in a new home, shrinkage and minor settlement occurs. This is natural and to be expected. However, this gives rise to another common group of purchaser complaints relating to drywall and finishing. We will repair all nail pops, cracked corners, and other similar decorating problems ONE TIME ONLY during the first year of occupancy. We will apply one coat of plaster, but we are not responsible for sanding and we do not repaint. You are therefore advised to wait until the latter part of your one year warranty period at which time you may wish to redecorate after these repairs are completed. We wish to stress that these problems are a natural occurrence in a new home and are not due to faulty materials or workmanship. The plaster work is done as a courtesy to our purchasers.
The normal business hours of Sunlight Heritage Homes' Customer Service Department are from 9:00a.m. to 5:00p.m., Monday through Friday. We will, of course, do our best to schedule appointments at times which are convenient for you. However, it is rarely possible to determine exactly how long any given repair will take and so the nature of our service man's day is such that it is often difficult to schedule appointments with any great precision. We ask for your indulgence in advance in this regard. In the event that you choose to have service work performed in your absence, we would ask you to make arrangements for us to obtain access to your home and that you consent to the same.
When you examine your home during the pre-closing inspection, you are expected to make careful note of all items requiring rectification, which are readily visible and apparent. These items will generally be our responsibility to correct.
In the days following your occupancy in the home, it is not uncommon for considerable minor damage to occur as a result of the move-in process. Movers often bang furniture, appliances and cartons in to walls, doors and cabinetry, causing surface damage. It is often the case that ceramic tile and vinyl flooring is cracked or scratched by heavy items being dropped or dragged on them. Many times this will not be noted by the homeowner until some considerable time later. For all these reasons we cannot accept responsibility for any items of a surface nature that would have been visible at the time of the pre-closing inspection, but which was not noted on the original CCP. Our policy in this regard is consistent with that employed by the Ontario New Home Warranty Program.
Unfortunately emergencies sometimes do occur. In the case of Emergency Requests during normal business hours (Monday - Friday, 9:00a.m. - 5:00p.m.) contact the Customer Service Department.
In the event that an emergency should occur outside normal business hours, please do not hesitate to call the appropriate subcontractor directly. For your convenience, a list of telephone numbers of the subcontractors to call in an emergency is included at the front of your manual. Please confine this procedure to emergency items only! Please understand and respect that our subcontractors have established this procedure for emergency items only. Any non-emergency calls to the subcontractor under this emergency procedure may make you liable for a service charge from the subcontractor.
In the event of an emergency, we will make every effort to resolve the situation as soon as possible to minimize the inconvenience and possible damage. We will repair or replace any items supplied as part of the house under your original purchase agreement with Sunlight Heritage Homes. However, our warranty does not extend to consequential damage to personal property or to other items supplied or installed by others. In the unlikely event of such problems, you should refer any claims to your insurance company.
Our Customer Service Department will review the operation and maintenance of your appliances, heating and air conditioning units, etc. with you. In most of these cases, the manufacturer provides the warranty directly to you as the homeowner. In the event of a problem, you should contact the appropriate serve department immediately.
Please take the time to read the manuals and return the completed warranty cards to the manufacturers. Please do not forget that, in order to initiate the warranty, it is important to complete and return the registration cards!
We recommend that you store the manuals in your permanent files for convenient reference.
The entire staff at Sunlight Heritage Homes is committed to ensuring your satisfaction with your new home. We have established our warranty service procedures as a result of the many years of experience in satisfying the needs of our home buying customers.
We sincerely believe that our satisfied homeowners are one of our greatest assets and it is a privilege to be of service to you. We are confident that Sunlight Heritage Homes' comprehensive Warranty Service Program combined with your own simple maintenance program will assure you many years of pleasure and enjoyment in your new Sunlight Heritage home.