Our Builder Members strive to provide you with the best possible
product and service. Unfortunately, problems sometimes arise.
If this happens, we will happily work toward finding an equitable
solution. We understand that your home is probably the most valuable
and largest investment in your life - no problem is a small problem.
Something is wrong with my home - What do I do?
The best place to start is by contacting your Builder. We find
that most Builder Members are more than willing to fix any warranty
problems without our involvement. Remember - building homes is
their livelihood, and without satisfied customers their business
When you contact your Builder, be sure to record the date and
particulars of your conversation. If you need to write to your
Builder, retain a copy of the correspondance.
My problem is still not resolved - What next?
If it becomes necessary to contact us, we ask that you do so
in writing. We cannot open a file and investigate your claim by
a phone call alone. When you write to us, please include:
- Your name (let us know if you are the original or subsequent
- Full address of your home
- Phone number (home and work if possible)
- Date you took possession
- Builder of your home
- Enrollment #, if available (located on the top right corner
of your Possession Certificate)
- Numbered list of the items you wish to claim as deficient
Please provide us with as much detailed information as possible
on the problem. If you suspect the problem to be a 'major structural
defect' of the load bearing portion of your home (as
outlined in your Warranty Certificate), we require that you
have your home inspected by a qualified Engineer. Keep in mind
that we must receive any structural claims no later than five
years past your date of possession. And to be eligible for warranty
coverage for a defect in materials
or workmanship, we must receive your claim no later than one
year following your date of possession.
Feel free to include photos or a video. Also include copies of
any correspondence sent to or received from your Builder and any
other parties involved. If you've had your home investigated by
an Engineer or another outside source, provide us with a copy
of the report or information on how to contact that person. You
may submit your claim via mail, fax, or e-mail. Click
here for our contact information.
I've sent my claim - How long before the problem is fixed?
Once received, we will review your claim. If we have any questions
we will contact you immediately. Otherwise, we will send a letter
to your Builder requesting his or her position on the mater. You
will receive a copy of this letter in the mail. You can expect
a phone call from us approximately 10 to 14 days after. At this
point we should know the Builder's position and have made a decision
on how to proceed further.
If the Builder is willing to fix the problem without further investigation,
we will inform you of this and ask the Builder to contact you
to arrange a mutually convenient time to begin repairs. We will
remain in contact with you and the Builder until all repairs are
Major Structural Defects
Should the Builder be unwilling to fix the problem and we have
determined it to be a 'major
structural defect' (as determined by the Engineers' report
that you have provided us) we will give your claim to our Technical
Committee to investigate further. We will notify you in writing
the direction your claim has taken and provide you with an estimated
time when a decision will be made. Once a decision is reached
by the Technical Committee, it is then ratified by the Board of
Directors. This decision shall be final and binding on the Builder
and the homeowner.
Since our Technical Committee meets only once per month, a claim
involving a major structural defect may take up to 45 days to
resolve. Of course we will expedite the process as much as possible.
Please keep in mind that these claims are reviewed by an unbiased
Committee and receive the utmost professional care and attention.
Defects in Materials and Workmanship Under the 1st Year of
Should the Builder refuse to fix any problems the Program
has identified to be covered under your one-year warranty, the
Program shall undertake any necessary repairs.
In the event of a dispute over warranty coverage on 1-year items,
the homeowner or Builder may submit to the Program a written
request for conciliation. This request must be received by
the Program no later than sixty days following the first anniversary
of the date of possession. However, conciliation may be requested
past this time period if a claim was previously submitted within
1 year of the possession. A conciliator will then be appointed
by the Program. Within thirty days of the completion of the inspection
process by the conciliator, the Program will provide the homeowner
and the Builder with a written decision as to the rights and obligations
of the Builder or the homeowner. The decision of the conciliator
will set out the remedial work, if any, required to settle the
dispute in accordance with the terms of the warranty. This decision
is final and binding on the Builder, the Program, and the homeowner.