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BUILDING COMMUNITY WITH YOU

Customer Service

Contact Information
Service Requests
FAQ

Stonebridge Building Group works hard to provide friendly and prompt customer service. Please familiarize yourself with the resources here at your disposal. We value your feedback as we continue to improve our online and offline customer service resources. Be sure to check out the FAQ section on this page as well as the Homeowner Guide provided to you with your new home.

Contact Information

STONEBRIDGE by the BAY and COTTAGES (Wasaga Beach)

Address:
Stonebridge Building Group Inc.
1 Sandy Coast Crescent
Wasaga Beach, ON L9Z 0G1

Phone: 705-422-0697

Email: customerservice@mystonebrige.ca

Hours: Mondays to Fridays from 9am – 5pm

ALEXANDER WALK (Orangeville)

Address:
Century 21 Millennium Inc.
57 Broadway
Orangeville, ON L9W 1J8

Phone: 519-217-8966

Email: lesley.stoneham@century21.ca

Hours: Mondays to Fridays from 9am – 5pm

RUBY VILLAGE (Orangeville)

Address:
Stonebridge Building Group Inc.
2053 Williams Parkway, Unit 29
Brampton, ON L6S 5T4

Phone: 905-793-2656

Email: alicia@mystonebridge.ca

Hours: Mondays to Fridays from 9am – 5pm

Service Requests

Stonebridge Customer Service policies and procedures are designed to ensure efficient and effective scheduling of service for each new homeowner. In order to achieve this, we do require that all requests for service be submitted in writing to our office to the address noted above by mail, email, or by filling out OUR SERVICE REQUEST FORM.

Please include your lot number, municipal address and all contact telephone numbers on your correspondence.

EMERGENCY SERVICE REQUESTS

Please make sure to email your Customer Service Representative so that we have a record of the emergency at head office.

During Business Hours:

Monday to Friday from 9am to 5pm

Stonebridge by the Bay and Cottages in Wasaga Beach
T: 705-422-0697
E: customerservice@mystonebridge.ca

Ruby Village in Orangeville
T: 905-793-2656
E: alicia@mystonebridge.ca

Alexander Walk in Orangeville
T: 519-217-8966
E: lesley.stoneham@century21.ca

After Regular Business Hours:

Please refer to your emergency contact card and contact the appropriate contractor. Please also email your Customer Service Representative so that we have a record of the emergency at head office.

WHAT IS AN EMERGENCY?

Certain severe conditions constitute an emergency situation. An emergency is defined as any warrantable deficiency within the control of the builder that, if not attended to immediately, would likely result in imminent and substantial damage to the home, or would likely represent an imminent and substantial risk to the health and safety of its occupants.

Examples of emergency situations include:
• Total loss of heat between September 15 and May 15*
• Gas leak*
• Total loss of electricity*
• Total loss of water supply*
• Total sewage stoppage*
• Plumbing leakage that requires complete water shut-off
• Major collapse of any part of the home’s exterior or interior structure
• Major water penetration on the interior walls or ceiling
• A large pool of standing water inside the home
• Any situation where the home is considered uninhabitable for health or safety reasons

*Emergency situations due to the failure of a municipality or utility to provide the service are not within the builder’s control.

NEW HOME WARRANTY

Understanding Your New Home Warranty and After Sales Service.

Each Stonebridge Building Group home is built with care, quality materials and professional craftsmanship. While we strive to construct each home without deficiencies, your new home is a complex project and minor items will occur that need correction. There is a set of procedures and documents provided by TARION to help record and correct warranted deficiencies.

Please use this page as a reference in understanding your role in the warranty process. Links will be provided throughout this page directing you to supplemental information on the TARION website.

Get started by watching TARION’s video library, where you can learn about the details of your new home warranty.

WHAT DOES A NEW HOME WARRANTY COVER?

New home owners benefit from One Year Warranty Protection and Two Year Warranty Protection against defects in work and materials, and Seven Year Warranty Protection against major structural defects (MSD).

Warranty coverage begins on the date of possession of a home, and remains in effect until the end of the warranty period, even if the home is sold before the warranty expires.

BEFORE YOU TAKE POSSESSION

Each new Stonebridge Building Group homeowner is provided with a new homeowner information package. This package includes home warranty information from TARION WARRANTY CORPORATION, which explains homeowner rights and responsibilities under the Ontario New Home Warranties Plan Act.

Pre-Delivery Inspection (PDI)

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.

You may wish to print a copy of the TARION PDI Checklist of the brochure, Getting Ready for the Pre-Delivery Inspection to help guide you through the process.

Note: To maintain your TARION warranty you must also send a copy of your 30 day and year end list to Tarion.

30 Day Service

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.

ONE, TWO AND SEVEN YEAR WARRANTIES

In addition to deposit protection and delayed closing compensation, homeowners may be entitled to the following:

One Year Warranty
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.

Two Year Warranty
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.

Seven Year Warranty
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 following are NOT included in the above-noted warranties:
• Defects in materials, design and work supplied by the homeowner.
• Secondary damage caused by defects under warranty, such as property damage and personal injury.
• Normal wear and tear.
• Normal shrinkage of materials caused by drying after construction.
• Damage caused by dampness or condensation due to failure by the homeowner to maintain adequately.
• Ventilation or proper operation of moisture-producing devices such as humidifiers.
• Damage caused by the homeowner or visitors.
• Alterations, deletions or additions made by the homeowner.
• Settling on land around the building or along utility lines, other than beneath the footings or the building.
• Damage resulting from natural acts such as extreme weather and natural disasters.
• Contractual warranties which lie outside the Ontario New Home Warranties Plan Act

FAQ (Frequently Asked Questions)

We have compiled the most frequently asked questions in order to serve you as quickly as possible. If you do not find your answer here, please give us a call or use our Service Request form.

FURNACE AND A/C

Q: MY FURNACE STOPPED WORKING. WHAT DO I DO NOW?

A: If your furnace is not working please check the following before contacting us or your heating contractor.

1. Battery is working in thermostat
2. Filter is clean (should be changed every 2 months)
3. Exterior air intake has no snow, ice or leaf blockage.
4. Furnace switch is ON
5. Breaker is ON

If you have exhausted the above list of most common furnace issues please contact customer service.

Q: MY WINDOWS SEEM TO HAVE A LOT CONDENSATION.

A: Take control of your homes moisture with proper use of your ventilation system. See the information on Page 11 of your Stonebridge Homeowner Guide or check these great tips from Tarion to control moisture.