At Marvel Homes Development, we believe good customer care starts with building quality homes and communities for our customers. We also believe that good customer care means earning solid and long-term relationships with our customers by meeting their needs and taking an active role in establishing and meeting their expectations.
Our customer service philosophy is simple: treat our customers the way we would want to be treated.
Your home is a long term investment for you and your satisfaction is a long term investment for us
Building a home requires numerous people assembling thousands of parts over several months. Our goal is to complete the construction of your home without deficiencies, but minor defects can and will occur. Rest assured you will have opportunities to report any items that may require adjustment by our experienced and friendly team of technicians. All warrantable items will be addressed as quickly as possible.
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.
Note: To maintain your TARION warranty you must also send a copy of your 30 day and year end list to Tarion.
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.
Should you require warranty service you can register with My Home, TARION’s online warranty service or obtain a copy of this form from TARION. Ensure you submit a copy of the completed form to the Stonebridge Customer Service within the first 30 days of possession.
The builder warrants that, for one year from the date of possession the home is free ‘from defects in work and materials, is fit to live in, and meets Ontario Building code requirements.
The builder warrants that, for two years from the date of possession the home is free from: water penetration through the basement or foundation walls , defects in materials or work (including windows, doors and caulking) that result in water penetration into the building envelope , defects in materials and work in the electrical, plumbing and heating delivery and distribution systems, defects in materials and work which result in detachment, displacement or deterioration of exterior cladding (such as brickwork, aluminum or vinyl siding); violations of the Ontario Building code regulations under which the Building Permit was issued, affecting health and safety , including but not limited to, fi re safety, insulation, air and vapour barriers, ventilation, heating and structural adequacy; major structural defects.
This coverage is for major structural defects (MSD) as defi ned by the Warranty Act. A major structural defect is the failure of a load-bearing part of the home’s structure or any defect in material or workmanship that materially or adversely affects the use of the building as a home. Claims for a major structural defect are to be sent directly to Tarion Warranty Corporation after the second year of occupancy.
The Construction Performance Guidelines is a handy reference guide intended to help builders and homeowners understand which work and material defects are covered under the statutory warranty.
The Guidelines address over 240 possible conditions and provide objective criteria that set out the minimum performance required in the construction of new homes in Ontario. They were prepared with assistance from technical experts at the Ontario Government, as well as independent engineering experts and various industry associations across the Province.
Access the Construction Performance Guidelines on line by visiting Tarion’s New Home Builders Construction Performance Guidelines.
Every new Marvel Homes Development is protected with warranty coverage from Auburn Homes which is guaranteed by the Tarion Warranty Corporation. Tarion is a private corporation established in 1976 to protect the rights of new home buyers and regulate new home builders and is now considered one of the most comprehensive new home warranty programs in North America. Auburn Homes has been a registered builder since 1997.
In addition to new home warranty coverage, Tarion also helps to educate home buyers on topics from purchasing a new home to maintaining it. They offer on-line publications for home buyers and home builders as well as host public seminars and industry workshops. When needed, Tarion can assist to settle disputes about what is covered under the new home warranty and will ensure homeowners follow the statutory warranty process to request their assistance.
Visit the Tarion Warranty Corporaton website.
Activating and accessing your warranty coverage requires both Marvel Homes Development and yourself to follow the guidelines established by The Tarion Warranty Corporation in collaboration with professionals from the Ontario home building industry.
On or before your occupancy or closing date, you will be provided with a Homeowner Information Package that contains instructions on how to activate and access your warranty.
Marvel Homes Development will register your home for you, and will obtain the necessary legal documents needed to activate and protect your coverage. We will provide you with a copy of the Homeowner Information.
We will conduct a pre-delivery inspection (or PDI) with you on or before your date of possession, using an approved PDI form to record the condition of your home at occupancy. We will also administer the Certificate of Completion and Possession and submit it to Tarion on your behalf, establishing the beginning of your warranty period.
Marvel Homes Development is committed to providing first rate customer service in an efficient and timely manner. Should you wish to speak to a customer service representative at Marvel Homes Development, we will be glad to answer your questions.
Your home is a long term investment for you and your satisfaction is a long term investment for us.
Building a home requires hundreds of people to assemble thousands of parts over several months. Our goal is to complete the construction of your home without deficiencies, but minor defects can and will occur. Rest assured you will have opportunities to report any items that may require adjusting and our experienced and friendly team of technicians will address all warrantable items as quickly as possible.
Pre-delivery Inspection (PDI)
Prior to occupancy or closing, you will be invited to join an Marvel Homes Development office at your home for a pre-delivery inspection, or PDI. The purpose of this meeting is to provide you with orientation on the features and equipment of your new home, as well as give you an opportunity to inspect the home for defects. Attending your PDI and carefully recording the condition of your new home is the first step in activating your warranty coverage. The notes you take that day are a factual account of the condition of your home and can be referenced in future warranty claims.
The PDI takes about an hour or two and should be attended by all the legal purchasers. It is not appropriate to bring children to this meeting as your undivided attention will be required. If you intend to send a designate to conduct the PDI in your place, you must notify Marvel Homes Development in writing, permitting your designate to sign the legal documents on your behalf. Appropriate clothing and footwear should be worn to the PDI meeting, as you may be required to inspect your homes exterior in all types of weather.
During your PDI, any deficiencies or incomplete items will be recorded on a PDI form. You and your Marvel Homes Development representative will be required to sign the form to acknowledge and agree on the condition of the home at the time of occupancy. This form will be submitted to Tarion on your behalf, and will serve as a checklist of items to be completed prior to occupancy or closing. Special exceptions may apply for seasonal items such as sod or driveways. Details of these exceptions can be found in the Tarion Performance Guidelines
Today’s building products have eliminated much of the time-consuming and tedious work involved in home maintenance. However, no home is maintenance-free, and it is the responsibility of each homeowner to ensure that they are caring for their home and protecting its warranty.
By conducting regular inspections and maintenance on your home, you will be helping to ensure that your warranty rights are protected. The Homeowner’s Information Package provides useful tips to help you with home maintenance, and for controlling the moisture in your home.
The Tarion Warranty Corporation defines an emergency as any situation that, if not attended to immediately, would likely result in substantial damage to the dwelling or would likely represent a substantial risk to the health and safety of the occupants.
Please call our After-Hours Emergency Support Line if you experience any of the following outside of business hours:
- Complete loss of heat during winter months
- Complete loss of electricity
- Complete loss of water or sewer blockage
- Water penetration into the home
- Plumbing Leak that requires the entire water supply to be shut off
- Major collapse of any part of the homes exterior or interior structure
- A large pool of standing water inside the home
- Any situation where the home is uninhabitable for health and safety reasons
After Hours Emergency Support call and email:
A member of our Customer Care team will return the call as soon as possible, assist you to resolve the issue and ensure the situation is safe and secure.
Emergency Hours of Operation:
Anytime after regular hours and ONLY for Emergencies