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CUSTOMER SERVICE

At Grandview Homes we pride ourselves on building quality new homes and providing friendly and prompt customer service. Please familiarize yourself with the resources here at your disposal. We value your feedback as we continue to improve our online and offline customer service resources.


REGULAR SERVICE REQUESTS

During normal business hours (Mon-Fri: 9AM-5PM)
Please email service@bostgroup.ca or
call (519) 748-2800 ext. 214

Service Emergencies

SERVICE EMERGENCIES

For emergency service instructions CLICK HERE!

SERVICE EXCELLENCE!


WE ARE PROUD TO HAVE AN EXCELLENT SERVICE HISTORY.


UNDERSTANDING YOUR HOME WARRANTY
AND AFTER SALES SERVICE.

Each Grandview Home is built with care, quality materials and professional craftsmanship. While we strive to construct each home without deficiencies, your new home is a complex project and minor items will occur that need correction. There is a set of procedures and documents provided by Tarion to help record and correct warranted deficiencies.

Please use this page as a reference in understanding your role in the warranty process. Links will be provided throughout this page directing you to supplemental information on the Tarion website.

Get started by watching Tarion's video library, where you can learn about the details of your new home warranty.

WHAT DOES A NEW HOME WARRANTY COVER?

New home owners benefit from One Year Warranty Protection and Two Year Warranty Protection against defects in work and materials, and Seven Year Warranty Protection against major structural defects (MSD).

Warranty coverage begins on the date of possession of a home, and remains in effect until the end of the warranty period, even if the home is sold before the warranty expires.

BEFORE YOU TAKE POSSESSION

Each new Grandview Home owner is provided with a new homeowner information package. This package includes home warranty information from Tarion Warranty Corporation, which explains homeowner rights and responsibilities under the Ontario New Home Warranties Plan Act.


Pre-Delivery Inspection (PDI)


Before you take possession of your new home, we conduct a pre-delivery inspection, or PDI.

A PDI is one of your first opportunities to view your completed home. Our site supervisor will guide you through a comprehensive inspection and can demonstrate how to operate the home’s systems such as the ventilation, plumbing and heating.

Any item that is damaged, incomplete, missing or not operating properly should be noted on the builder’s PDI Form to verify that these conditions existed prior to occupancy. If something has not been installed or completed, this should be noted as well. When the inspection is over, you will be asked to sign the PDI Form.

You may wish to print a copy of the Tarion PDI Checklist or the brochure Getting Ready for the Pre-Delivery Inspection to help guide you through the process.

Note: To maintain your Tarion warranty you must also send a copy of your 30 day and year end list to Tarion.


30 DAY SERVICE


The PDI provides an opportunity to record your home's condition before you move in. Any issues should be noted on a PDI Form. The PDI Form does not represent a request for warranty service, so if you fail to note an item it does not necessarily impact your warranty coverage. However, if the problem concerns a damaged or missing item, it may be difficult to establish that this condition existed before you moved in if it is not noted on the PDI Form.

Any items that are not corrected by the time you move in should be listed on the 30 Day Tarion Form. The 30 Day and Year End form represent a request for warranty service and listed items that are covered under warranty must be addressed by your builder within a specific timeframe.

We ask that any items you notice after the 30 day service check point, with the exception of emergency items, be noted and included as part of your year end service request (see details below).


ONE, TWO AND SEVEN YEAR WARRANTIES


In addition to deposit protection and delayed closing compensation, homeowners may be entitled to the following:

One Year Warranty

• Requires the home is constructed in a workman-like manner and free from defects in material;
• Protects against unauthorized substitutions
• Requires the home to be fit for habitation;
• Protects against Ontario Building Code violations; and
• Applies for one year, beginning on the home’s date of possession even if the home is sold.

Two Year Warranty

• Protects against water penetration through the basement or foundation walls;
• Protects against defects in materials that affect windows, doors and caulking and defects in work that results in water penetration into the building envelope;
• Covers defects in work or materials in the electrical, plumbing and heating delivery and distribution systems;
• Covers defects in work or materials that result in the detachment, displacement or deterioration of exterior cladding (such as brickwork, aluminum or vinyl siding);
• Protects against violations of the Ontario Building Code that affect health and safety; and
• Applies for two years, beginning on the home’s date of possession.

Seven Year Warranty

Your home’s seven year warranty covers major structural defects (MSD) and begins on the date you take possession of the home and ends on the day before the seventh anniversary of that date.

For example, if your home’s date of possession is October 23, 2005, the seven year MSD warranty begins on October 23, 2005 and remains in effect until and including October 22, 2012.

A major structural defect is defined in the The Ontario New Home Warranties Plan Act as:

In respect of a post June 30, 2012 home, any defect in work or materials in respect of a building, including a crack, distortion or displacement of a structural load-bearing element of the building, if it,

(i) results in failure of a structural load-bearing element of the building,

(ii) materially and adversely affects the ability of a structural load-bearing element of the building to carry, bear and resist applicable structural loads for the usual and ordinary service life of the element, or

(iii) materially and adversely affects the use of a significant portion of the building for usual and ordinary purposes of a residential dwelling and having regard to any specific use provisions set out in the purchase agreement for the home

The seven year MSD warranty includes significant damage due to soil movement*, major cracks in basement walls, collapse or serious distortion of joints or roof structure and chemical failure of materials.

In addition to the general exclusions, the seven year MSD warranty specifically excludes: dampness not arising from failure of a load-bearing portion of the building; damage to drains or services; and damage to finishes.


Limitations and Exclusions


Please consult Tarion’s Construction Performance Guidelines if you are in doubt about whether an item is covered. Please refer to your Warranty Policy for qualifications.


Correspondence


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

Please email your form to service@bostgroup.ca, FAX to (519) 748-2217 or mail to head office.
Grandview Homes
24 Executive Place
Kitchener, ON
N2P 2N4

Your Customer Service Department is available Monday to Friday from 9:00 am to 5:00 pm.
Call: (519) 748-2800 or email: service@bostgroup.ca


WHAT IS AN EMERGENCY?


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.

EMERGENCY SERVICE


DURING REGULAR BUSINESS HOURS (9AM-5PM Monday to Friday)

1. Email service@bostgroup.ca or call Heather (service) at (519) 748-2800 x214 to report the emergency
or service request.

AFTER REGULAR BUSINESS HOURS

1. Contact the appropriate contractor. (Refer to your emergency contact card)
2. Email service@bostgroup.ca so we have a record of the emergency at head office.

TARION HOME OWNER INFO PACKAGE (HIP)

To access the most up-to-date Homeowner Information Package pllease visit the New Home Buyers section on the TARION website.

ANSWERS TO COMMON QUESTIONS!

We have compiled the most frequent questions we receive in order to serve you as quickly as possible. If you don't find your answer here, please give us a call or use our customer service form.

CATEGORIES AT A GLANCE:

Furnace and A/C
Controlling Moisture

FURNACE AND A/C

Q: MY FURNACE STOPPED WORKING. WHAT DO I DO NOW?

A: If your furnace is not working please check the following before contacting us or your heating contractor.

1. Battery is working in thermostat
2. Filter is clean (should be changed every 2 months)
3. Exterior air intake has no snow, ice or leaf blockage.
4. Furnace switch is ON
5. Breaker is ON

If you have exhausted the above list of most common furnace issues please contact customer service.

CONTROLLING MOISTURE

Q: MY WINDOWS SEEM TO HAVE A LOT CONDENSATION.

A: Take control of your homes moisture with proper use of your ventilation system. Here are some great tips from Tarion to control moisture.