After Sales Service

Welcome Home

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

Our objective is to complete the construction of your home without deficiencies, however from time to time minor items will arise that require adjustments. During your Pre-Delivery Inspection you will have an opportunity to record the state of your home prior to possession. Within 30 days and then 11 months following your closing, you are also required to submit a list of any remaining warranted deficiencies you may have found in your home by mail or fax to both Tarion Warranty Corporation and Highbridge’s After-Sales Service Team. We aim to address all warrantable items on your deficiency lists as quickly as possible.

 

Pre-Delivery Inspection (PDI)

Approximately one week prior to your date of possession, our representative will guide you through an inspection of your new home. At this time you 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 your move-in. If you are unable to assess something because it has not been installed, completed or cleaned, this should also be noted on your PDI form. This will be your first opportunity to view your new home in its finished state, and is also the perfect time to learn how to operate its operating systems such as ventilation, plumbing, heating and electrical. Feel free to ask as many questions as you like about your new home.

 

30-Day Service

Over the first few weeks as you settle into your new Highbridge home you may notice items not noted on your PDO which you would like to be addressed. We ask that you please compile an all inclusive list of items and submit it to our warranty department prior to your 30 day anniversary. Please submit the list to us by email  and be sure to keep a copy for your records in order to maintain your warranty record with Tarion. Once your service request is received a technician will be scheduled to meet with you at your home 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 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).

 

After Your First Year

The correction of all items on your 30-day and year end deficiency lists will mark the end of your Tarion One Year Comprehensive Warranty coverage. However, warranty coverage for the most critical components of your 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 your move-in date, these longer-term warranties run concurrently with the one-year comprehensive coverage and expire either two or seven years after you take possession of your home. Should you experience a deficiency under this coverage please notify us in writing prior to the expiration of the appropriate warranty coverage.

Please refer to your Highbridge Warranty Manual for more information.

 

Your Highbridge Warranty

Your warranty coverage with Highbridge and Tarion begins on the date of possession listed on your 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 your Warranty Policy for qualifications.