Customer Service

Welcome to Our Family

When you buy a Duvanco home, you become part of the Duvanco family. Our customer care program begins the moment you purchase your home and continues long after you move in. We want to make buying a new home exciting for all the right reasons. Here are just a few of the ways we do that:

Depending on the stage of your purchase, our design staff will work with you to adjust layouts to best meet your needs. We’ll take you through the entire process of selecting finishes and fixtures and answer all your questions along the way.

We pride ourselves on delivering your home on time, and before you take possession, our customer care staff will walk through the whole house with you to find any final details that need attention.

We’ll ensure you understand your new home warranty and the various warranty dates as prescribed by Tarion. We encourage you to contact us to discuss any concerns before submitting any warranty issues.

 After Sales Service

Our after-sales service starts long before you take possession of your new home.

Our office staff will guide you through the selections process and arrange for site inspections. They ensure your finish selections are ordered and communicated to our partners and tradespeople in time for installation. Our customer service staff will contact you to arrange site inspections at key points in the construction process.

Duvanco’s site supervisors deliver our homes with as few imperfections as possible. When time permits, our customer service staff will walk through the home a couple of days before your Pre-Delivery Inspection to identify items that need addressing.

Pre-Delivery Inspection

On the day of your PDI, our staff will walk through the house with you and explain how the various systems work. They’ll also note any flaws that were not noticed earlier. The site supervisor will receive a copy of the deficiency list immediately after the PDI; all items are the site supervisor’s responsibility (unless otherwise communicated with the office) and must be completed within 2 weeks after closing.

Your new home warranty is administered by Tarion, which ensures that your home is free from defects in materials, has been built in compliance with the Ontario Building Code and is fit for habitation. Our customer service staff are available to answer any questions you have regarding items that may require attention under your warranty.

30 Day List

Tarion’s first warranty deadline is 30 days after you take possession. This period covers any items remaining from the PDI and any newly discovered items. We encourage you to contact us to discuss any concerns before submitting your 30-day form.

One and Two Year Lists

Tarion’s next deadlines are one and two years from your date of possession. Again, we encourage you to contact our office to discuss any issues that have arisen so we can address them in a timely manner.