Customer Care
Our strong commitment to quality is at the cornerstone of our customer care philosophy
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For Efficient After-Sales Service
Solmar knows that making sure your new home is beautiful and well cared for is important to you. It is important to us too! To help us provide you with the most efficient after-sales service, please follow the steps outlined below.
Step 1: Pre-Delivery Inspection
Prior to occupying your home, you will be asked to meet with a Solmar representative for a pre-delivery inspection (PDI). This appointment is done during regular business hours so you will be required to take time off work. Our appointments are from 8am – 4pm. Our last booking is at 4pm. We give approx. 2 hours for each PDI, although there is no rush if you require more time going over items your Solmar representative will accommodate this. During your PDI your Solmar representative will list all deficiencies in the home, if any. You will also be shown how things work in your unit, discuss warranty, maintenance and what you should expect from your home over time. At the end of your inspection you will be given a copy of your PDI form and a copy of your Warranty Certificate which should be shown to your lawyer for closing purposes. Barring unforeseen circumstances, any items you list on the PDI form will be repaired within 30 days.
Step 2: 30-Day Form
After you have owned your home for 30 days, you should fill in another form — referred to as the 30-day form. This is your second opportunity to list any problems you may discover with your home. Remember, nicks, chips, bumps and scratches that were not listed on your PDI will not be covered. However, you may discover some doors need adjusting for proper closure. Any plumbing, electrical or roofing issues you have can also be listed at this time.
Step 3: One-Year Mark
As the one-year anniversary of you owning your home approaches, you have the opportunity to send in another form. Your year-end form should cite all shrinkage items such as nail pops, corner bead cracks, baseboard separation and cracks around door frames. All such shrinkage issues will be addressed during one visit. These are generally taken care of at the one-year mark as your house will continue to settle during the first year.
Step 4: Tarion Warranty
After you have owned your home for one year, all warrantable issues must be put in writing and sent to Tarion, who administers the warranty from this time forward. All Tarion information will be provided to you before you close, so you can send the proper forms to the right people. You can call Tarion with any questions, at 1-877-9TARION.
If you have any issues with your home which affect your ability to live in it comfortably, or any plumbing or electrical emergencies, you can call Carlos at (905) 660-9222. Or, you can e-mail your concerns to carlos@solmar.ca.
After-Sales Service Form
For prompt response to any after-sales service request you may have, please fill out the form below. An after-sales service representative will contact you via e-mail to set up an appointment for service. If your request needs clarification, you will be contacted by phone.
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Your Solmar Warranty: What's Covered
Your home enjoys a comprehensive warranty provided by Solmar and backed by Tarion Warranty Corporation. It is required to meet or surpass the structural requirements and standards of the Ontario Building Code.
Tarion is a non-profit, private corporation established in 1976 to protect new home buyers according to the terms of the Ontario New Home Warranties Plan Act.
The One-Year Warranty
The one-year warranty requires that your home be:
- Constructed in a workmanlike manner and free from defects in materials.
- Fit for habitation.
- Free of major structural defects.
- Constructed in accordance with the Ontario Building Code.
- The most common warrantable occurrences in the first year include the effects of shrinkage of materials, such as nail pops and cracks around door and window frames.
The Two-Year Warranty
Your home is guaranteed for two years from the date of possession against the following:
- Water penetration through the basement foundation walls.
- Defects in materials, including windows, doors and caulking, or defects in work that results in water penetration into the building envelope.
- Defects in work or materials in the electrical, plumbing and heating delivery and distribution systems.
- Defects in work or materials which result in the detachment, displacement or deterioration of exterior cladding, such as brickwork, aluminum or vinyl siding.
- Violations of the Ontario Building Code affecting health and safety including, but not limited to, violations relating to fire safety and the structural adequacy of the home.
- Major structural defects.
The Seven-Year Warranty
Your home is guaranteed against major structural defects for seven years from the date you take possession. A major structural defect is defined as any defect in work or materials that results in the failure of a load-bearing part of the home's structure or materially and adversely affects its load-bearing function or adversely affects the use of the building as a home.
The seven-year warranty covers:
- Damage due to soil movement
- Major cracks in basement walls
- Collapse or serious distortion of joints or roof structure
- Chemical failure of materials
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Legal
- Advise your lawyer of your occupancy date and book an appointment to finalize your paperwork
Move-in Date
Condo:
- Once you have completed your pre-delivery inspection (PDI), please email Carlos at carlos@solmar.ca to ook your move in date for elevator times. It is recommended you do not book your elevator on the same date as your occupancy date, as key release times are uncertain.
Low Rise:
- On the date of closing you will pick up your key from the site superintendent (this usually happens at the end of the day)
Coordinating the Move
Condo:
- Call the moving company to book your move as soon as possible. Keep in mind the time you have been assigned. Ensure your mover is aware of the star and end time of your elevator booking. To respect other bookings for the day these times will be strictly enforced
Insurance
- Call your insurance agent and make the necessary arrangements for homeowners insurance. Be sure to advise your agent if you have purchased any upgrades in your new home
Schools
- If you have children, contact the appropriate school board to make arrangements for registration
Utilities
- Contact your utility provider to cancel your present service
Change of Address
- Advise the Post Office of your change of address (approx. 8 – 10 days notice is required)
- Notify Bureau of Vehicle Registration
Keys
Condo:
- Once your unit has closed and your lawyer has advised you to pick up your keys they will be available at the Concierge Desk on the ground floor in your building
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Tarion Warranty Corporation is a private corporation that was established in 1976 to protect the rights of new home buyers and regulate new home builders.
Tarion is responsible for administering the Ontario New Home Warranties Plan Act, which outlines the warranty protection that new home and condominium builders must provide, by law, to their customers.
The primary purpose of Tarion is to ensure that builders abide by this legislation, and to step in to protect consumers when builders fail to fulfill their warranty obligations.
Tarion is financed entirely by builder registration, renewal and home enrolment fees and receives no government funding.
As the regulator of Ontario’s new home building industry, Tarion registers new home builders and vendors, enrols new homes for warranty coverage, investigates illegal building practices, resolves warranty disputes between builders/vendors and homeowners, and promotes high standards of construction among Ontario’s new home builders. Tarion also works with the building industry to help educate new home buyers about their warranty rights, and about how to protect and maintain their warranty.
To download a copy of the Homeowner Information Package in PDF format or access your MyHome account please visit the Tarion web site.
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Coming soon.