ACADIA FRONTIER HOMES
WARRANTY and CUSTOMER CARE POLICIES and PROCEDURES

YOUR NEW HOME WARRANTY and TARION COVERAGE

Acadia Frontier Homes is proud to build every new home to meet or exceed the structural requirements and health and safety standards of the Ontario Building Code.

Your new Acadia Frontier Home is protected and backed by Tarion Warranty Corporation. For further information please visit their website at https://www.tarion.com.

Tarion is the regulator of the new home building industry in Ontario. They licence all new home builders in the province and ensure that all new homeowners receive the new home warranty coverage that they are entitled to by law. For more details please reference the following link at https://www.tarion.com/homeowners/your-warranty-coverage/outline-your-warranty.

 

It is important for all new homeowners to register with Tarion’s “My Home” at https://myhome.tarion.com/hop to obtain valuable information and receive updates via email alerts as to when certain Statutory Warranty Forms should be submitted online as well as Seasonal Maintenance and Preventative Tips, https://www.tarion.com/homeowners/your-warranty-coverage/maintaining-your-new-home on keeping your new home in tip top shape

HOMEOWNER INFORMATION PACKAGE  COVERAGE

 


Shortly after your new Acadia Frontier Home purchase has become firm, we will provide you with your Tarion Homeowner Information Package (HIP Package) detailing relevant warranty coverages and all Statutory Warranty procedures and Forms.

 

It is strongly recommended that you take the time to review your warranty coverage and become familiar with the Statutory Forms (PDI, 30 Day, Year End, Two Year, MSD) and timelines in advance of these critical dates. Should you have any questions, please feel free to reach out to us for further information or assistance. You may also wish to visit Tarion’s website at https://www.tarion.com for additional information and details.

 
 
 
COMPLIMENTARY ELECTRICAL WALK-THROUGH APPOINTMENT

 

 

Acadia Frontier Homes is excited to offer each of our Homeowners with a unique, time limited opportunity to visit the construction site prior to the completion of your new home. This appointment is being offered solely as a complimentary service offering, which is not a mandatory required appointment.

This Complimentary Electrical Walk-Through Appointment is scheduled by an Acadia Frontier Representative and is a fabulous opportunity to walk through the home prior to the installation of the insulation. This will afford you the ability to identify the Cat 5 locations and answer any questions you may have of the construction process.

 

This courtesy visit is being offered as a courtesy so that you can get a feel for your new home’s layout and look at any structural changes that you may have requested and purchased. However, this is not an opportunity to remove any items from the home. You may have a small window of opportunity to potentially add additional appointments into your home. (should the schedule and materials be available)

 

Once this appointment is set, only the individuals who are on the Agreement of Purchase and Sale (APS) are permitted to attend this Complimentary Electrical Walk-Through Appointment with our Site Representative. Unfortunately, no children, friends or family members are permitted due to our stringent safety requirements. We will provide you with a hard hat that must always be worn, and we strongly request that you wear CSA approved footwear, or footwear that covers your entire foot. A waiver will also be required to be signed prior to commencing the walk-through. This appointment typically lasts for one (1) hour.

PRE-DELIVERY INSPECTION (PDI)

 

 

The Pre-Delivery Inspection or PDI, is an important stage in your home buying process. At Acadia Frontier Homes, this will typically take place approximately 2 weeks prior to your scheduled Closing date.

You will be contacted by one of our representatives to schedule an on-site PDI Orientation. Please note that given this appointment will be conducted in an active construction environment, only the registered buyers and adults are permitted to attend this appointment as we will require everyone’s undivided attention. Please plan to spend approximately 2 hours for the orientation and it is imperative that all visitors to site wear appropriate footwear. No open toed shoes and or high heeled shoes are not allowed. Hard hats will be provided by Acadia Frontier Homes for your safety.

 

During this appointment, Acadia Frontier’s representative will accompany you on a detailed and guided walk-through of your home and will explain key components and operational functions as well as make sure it meets the provisions of the Tarion Warranty Program and our high standards for quality and completion. If any shortcomings are found, they will be documented and corrected in a timely manner as per the conditions of your new home warranty protection coverage. For additional information, feel free to reference the following link, https://www.tarion.com/homeowners/your-pre-delivery-inspection-and-closing/what-pre-delivery-inspection

 
CLOSING DATE

 

 

A truly exciting time and a moment that we are all proud to have achieved!

**Please do not schedule any deliveries, Moving Trucks, etc, and/or arrive on the Construction Site until you have been contacted by an Acadia Frontier Representative.

On the date of your scheduled Closing Date, and only when and Acadia Head Office representative has informed you that the house has closed successfully, your keys will be released to you at a scheduled Key Pick Up time.

The release of your keys will be during regular business hours, (9 a.m to 5 p.m). You will be required to sign a Verification Form indicating that you have collected your keys for the front door and the garage door. As well, you will review your PDI Form and discuss possible follow up scheduling to complete any remaining warranted items.

 

 

CONSTRUCTION TIMELINES AND SCHEDULED CLOSING DATE

 

 

At Acadia Frontier Homes, we constantly review and manage the construction schedule of your new home on a regular basis and monitor how many critical periods and activities align with your projected Closing Date. At times, their may be a requirement to adjust your Closing Date to a new date to allow key installation components of your home to be completed. There are 3 critical dates that we closely monitor. They are as follows:

           

 

  1. ROOF PLYWOOD INSTALLED
    At approximately 175 days prior to your scheduled Closing Date, your home should have all the plywood installed on the roof. If this has occurred, your home is progressing on schedule. However, if this date is not met, we may be adjusting your closing date to a new revised closing date.
     

  2. EXTERIOR CLADDING INSTALLED
    At approximately 130 days prior to your scheduled Closing Date, your home should have the exterior materials (Siding, Brick, Cladding) installed and the interior insulation installed. However, if this date is not met, we may be adjusting your closing date to a new revised closing date.
     

  3. TRIM AND PAINT INSTALLED
    At approximately 100 days prior to your scheduled (or extended) Closing Date, your home should be drywalled and painted with the primer. Again, if this date is not met, we may be adjusting your closing date to a new revised closing date.

 
AFTER CLOSING SERVICE PROCEDURES

 

Our entire team at Acadia Frontier Homes are committed to providing each of our homeowners with an unbridled level of professional service and timely responsiveness with our caring approach. We are driven to making each homeowner’s new home purchase with us a truly pleasant experience and one that they will be proud of celebrating with their family and friends for generations to come.  

 

We will always be accessible and approachable to our customers. That is just who we are. Please take the time to review all your future service request periods summarized below. Should you have any questions, please feel free to reach out to us at service@acadiafrontier.com or at our toll-free number: 1-833-816-8206.  We are truly honored to service your needs and will be here to help you at every step!

 

  1. Completion of your PDI Items:
    At your Key Delivery Appointment (i.e.: Closing Date), an Acadia Frontier Representative will review your Pre-Delivery Inspection list of items with you and schedule any future required service appointments (if any warranted items still remain to be completed) to gain access into your home with the applicable trade partners, to rectify any warranted concerns.
    Our goals are to fully complete all your listed warranted concerns as quickly as possible (pending the granting of access into your home during regular business hours). We will strive to have the majority of your PDI listed items completed before your closing date, however, given material and trade availability, we may require additional time and access after you have taken possession of your home. We kindly request your cooperation in coordinating this access with our team so that we can promptly address these concerns as efficiently as possible.
     

  2. Submission and Completion of your Tarion 30 Day Form:
    We remind you to visit Tarion’s web portal to register and or submit your warranty form on their “My Home” page at https://myhome.tarion.com/hop in order to formally submit any new warranted items in your home that you may have identified before the end of your first 30 Days after taking possession.

    Upon your submission of your Tarion 30 Day Warranty Form, we will also obtain a copy of your 30 Day Form and begin to process the list to determine the warrant ability of each item. Please note that we may require to arrange a scheduled pre-inspection appointment with you to first assess the items listed, in advance of coordinating the appropriate and responsible trade partner to rectify any of the warranted items listed.

    At Acadia Frontier Homes, our goals for your 30 Day Form completion are to fully complete all warranted items as quickly as possible (pending the granting of access into your home during regular business hours). We will strive to have all of the 30 Day Form’s warranted items completed in under 45 days, however at times, given material and trade availability, and or the complexity of certain repairs, we may require additional time.

    We kindly request your cooperation in coordinating this access with our team so that we can promptly address these concerns as efficiently as possible and with the least amount of disruption to you and your family.


    WHAT TO EXPECT IN YOUR NEW HOME:
    As your home is new, it will naturally experience normal settlement and or shrinkage of specific materials. We encourage you to become more familiar with maintenance procedures and humidity management of your new home as early as possible. There is an abundance amount of valuable information on Tarion’s website at https://www.tarion.com/homeowners/your-warranty-coverage/maintaining-your-new-home as well as on our Acadia Frontier website at service@acadiafrontier.com , that will provide you with information on what to expect during your first year of new home ownership and how to effectively maintain your new home. Please note that not all items listed on your 30 Day Form and or Year End Form may be warranted and in need of rectification. Please review the exclusions of your warranty coverage on Tarion’s website or in the HIP Package that you received prior to your PDI, or please visit, https://www.tarion.com/homeowners/your-warranty-coverage/outline-your-warranty and https://www.tarion.com/resources/construction-performance-guidelines for further details.

     

  3. Submission and Completion of your Tarion Year End Form:We remind you to visit Tarion’s web portal to register and or submit your warranty form on their “My Home” page at https://myhome.tarion.com/hop in order to formally submit any new warranted items in your home that you may have identified before the end of your first Year after taking possession.

    Upon your submission of your Tarion Year End Warranty Form, we will also obtain a copy of your Year End Form and begin to process the list to determine the warrantability of each item. Please note that we may require to arrange a scheduled pre-inspection appointment with you to first assess the items listed in advance of coordinating the appropriate and responsible trade partner to rectify any of the warranted items listed.

    At Acadia Frontier Homes, our goals for your Year End Form completion are to fully complete all warranted items as quickly as possible (pending the granting of access into your home during regular business hours). We will strive to have all the 1 Year Form’s warranted items completed in under 45 days, however at times, given material and trade availability, and or the complexity of certain repairs, we may require additional time.

    We kindly request your cooperation in coordinating this access with our team so that we can promptly address these concerns as efficiently as possible and with the least amount of disruption to you and your family.

     

  4. Submission and Completion of your Tarion Second Year Form:Should you experience a need for service of an item after your Year End Form has been completed, you may be eligible to have this warranted concern attended to if it falls under the 2 Year Warranty coverage as noted in your HIP Package or on Tarion’s website at https://www.tarion.com.

    Please use the Second Year Form to notify Tarion of outstanding warranty items covered by the Two-Year Warranty or the Major Structural Defect Warranty that occurs during the second year of possession.


    For example, if your home’s date of possession is November 8, 2017, you may submit a Second Year Form to Tarion at any time between November 8, 2018 and November 7, 2019.

    Second Year Forms may be submitted to Tarion anytime during this period and as often as required.

    Upon your submission of your Tarion Second Year Warranty Form, we will also obtain a copy of your Second Year Form and begin to process the list to determine the warrantability of each item. Please note that we may require to arrange a scheduled pre-inspection appointment with you to first assess the items listed in advance of coordinating the appropriate and responsible trade partner to rectify any of the warranted items listed.

    At Acadia Frontier Homes, our goals for your Second Year Form completion are to fully complete all warranted items as quickly as possible (pending the granting of access into your home during regular business hours). We will strive to have all the Second Year Form’s warranted items completed in under 45 days, however at times, given material and trade availability, and or the complexity of certain repairs, we may require additional time.

    We kindly request your cooperation in coordinating this access with our team so that we can promptly address these concerns as efficiently as possible and with the least amount of disruption to you and your family.
     

  5. Major Structural Deficiency (MSD) Form:

    Your home’s seven (7) year warranty covers major structural deficiencies. This warranty begins on the date you take possession of the home and ends on the day before the seventh anniversary of that date.

    A major structural deficiency is any defect in work or materials, including a crack, distortion or displacement of  a structural load-bearing element of the building, if it,


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

    (b) 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

    (c) 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."Structural load bearing element" means a structural portion or component of a building that is subjected to or designed to carry loads in addition to the weight of all permanent structural and non-structural components of the building.
     

Defects not covered by the major structural defect warranty include:

  • flood damage;

  • dampness not arising from failure of a load-bearing portion of the building;

  • damage to drains or services; damage to finishes; damage arising from acts of God;

  • damage arising from acts of the homeowners and their tenants, licensees or invitees; acts of civil or military authorities, acts of war, riot, insurrection or civil commotion;

  • and malicious damage.


    For more information about the major structural defect warranty, you can watch this short video.

 
 
AFTER HOURS EMERGENCY SERVICE PROCEDURE and SUPPORT LINE

 

We are committed in assisting you with all your warranty concerns during regular business hours:

Monday through Friday: 8:00 am to 5:00 pm.

 

At times, unexpected matters arise outside of these business hours which we consider as potential “Emergencies”.

These situations may require more timely assistance which is why we are offering an After Hours Support Line for your convenience.

Should you regrettably experience an “Emergency” situation with any one of the items listed below, please contact our After-Hours Emergency Support Line (via call or text message) at 1-833-816-8206.



WHAT IS CONSIDERED AN “EMERGENCY”
  • A Complete Loss of Heat during cooler months - (specifically between Sept. 15- May. 15)

  • A Complete Loss of Electricity to the entire home (not just a single outlet or room

  • A Complete Loss of Water to the entire home or a sewer blockage in the basement (not in any one sink or drain).

  • Water penetration into the home that cannot be contained until the next business day.

  • Plumbing Leaks that cannot be stopped by shutting the fixture that is leaking or contained until the next business day.

  • Immediate Safety Hazard related to immediate unsafe conditions that cannot be contained until the next business day.

 

IMPORTANT:  For Fire, Gas leaks, and Carbon Monoxide leaks- contact your local Fire Department or 911.

 

For After Hours Emergency Support Line: 1-833-816-8206
After Hours Emergency Support Line- Hours of Operation:
5:00 PM to 10:00 PM – WEEKDAY EVENINGS

9:00 AM to 5:00 PM – WEEKENDS and HOLIDAYS

 

During these times, an Acadia Frontier Homes Representative will do their best to respond to the request within 2 hours. Our intention will be to assist you with next steps or assist you with taking control of the emergency, and/or mitigate the matter at hand until it can be addressed during the next upcoming business day(s). We may, at our discretion, determine when it may be required to dispatch supporting resources.

If you are experiencing any other matter not listed on the list above, it is not considered an “Emergency”. 

Please forward these concerns via our Warranty Service Request Form on our website at: service@acadiafrontier.com

REQUEST FOR WARRANTY SERVICE

 

Upon receipt of a completed Warranty Service Request Form, an Acadia Frontier Homes Representative will contact you to schedule an appointment at your home. Please allow up to 48 hours to have your request processed.


*Please Note*   Service hours are from 8:00 am – 5:00 pm Monday through Friday, excluding Holidays.

With the exception of Emergencies, all Service Requests must be verified before being processed. Please allow up to 48 hours for your request to be processed and followed up with. If this is an Emergency Request, please contact our After-Hours Emergency Support Line.

 

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Address:  50 Acadia Avenue, Suite 303

Tel.: 1.833.816.8206​Email: info@acadiafrontier.com

Web: acadiafrontierhomes.com

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