Eastforest Homes prides itself on exceptional customer service. Having a claims free record with the Tarion New Home Warranty Program and being a member of the Waterloo Region Home Builders' Association are just some of the highlights of our customer commitment.
You may contact our customer service department from:
We listen to our customers. Please feel free to send us any questions or comments so we can get a better understanding of your needs. A list of our most frequently asked questions can be found below.
Frequently Asked Questions
What are my property boundaries?
On closing, every homeowner receives a copy of their Legal Survey, which shows all measurements and dimensions of their property.
Where and when will we get our keys?
Your keys will be available from your lawyer the day of closing, once all of the paperwork has been finalized at the registry office. For the most part, you should expect to be able to pick up your keys in afternoon, normally after 3:00 pm.
When will my appliances be delivered?
They will be delivered the day after your closing date. The Delivery Company calls every customer to schedule delivery on the day of closing. As long as they get a hold of you and can confirm delivery for the next day they will load your appliances onto their delivery truck for delivery the following day. If they do not get a hold of you they will not load your appliances and they will not be delivered until they can get in contact with you and confirm delivery. We appreciate how busy this time is for you, and that is why it is so important that you supply us with as many contact phone numbers as you can.
Why doesn't Eastforest Homes schedule and deliver the appliances?
Appliances belong to you and your family for many years and we want to make certain you've received your appliances and that you can personally check each one over completely for any possible minor defects before you accept them from the delivery company. This ensures you get your appliances in perfect working order with no possibility of damage during those last few days before closing. We often have tradespeople in your home doing final touch ups so your house is ideal right up to before your closing.
As well, Eastforest Homes works on your behalf before closing to make sure our appliance supplier and their delivery company have all the right contact information so you can receive the right appliances at the right time with the least amount of concerns. Our professional delivery company's sole purpose and function is to deliver appliances to you. They'll provide you with a 1-800 number to call if there are any concerns, which keeps the delivery process as streamlined as possible.
When will our property be graded and sodded? When is my grass coming?
We'd like to complete this as quickly as possible, however it is advisable to wait a minimum of one season after construction is completed to allow the property to settle. This does depend on soil type, but regardless, Eastforest Homes has your best long-term interests at heart. We will grade and sod your property no matter what! We simply want to make certain that the conditions are the best they can possibly be for your lawn's health. TARION agrees that waiting for the best conditions makes sense, and their requirements do provide seasonal deadlines based on your original occupancy date.
Can I make my driveway wider?
In keeping with city by-laws, driveways may not be widened. All of our site plans are approved by an engineer and, according to city by-laws, driveways may only be the width of the garage or a certain percentage of the lot width - this is dependant on which city the home is being built. For example, Waterloo's requirements are more rigorous than Kitchener's. Homeowners do have the option of adding a concrete walkway beside the driveway, but we as the builder may not do so.
Why has my apron been paved when I did not ask or pay for a paved driveway?
As a City requirement, all aprons must be paved, even if a driveway is not. If a homeowner does not want us to pave their apron, they must sign a waiver form that indicates the homeowner will ensure the driveway is completed in a different manner. That said, the homeowner will then be responsible for ensuring the apron is completed according to City standards.
Why do I not have a railing on my porch steps?
Per building code, a railing is only required if the height of the porch is more than 24" from the grade. This is measured at 4' from the edge of the porch in any direction. For a personal decorative preference, any homeowner is welcome to purchase a railing from the Design Studio even if one is not required by code.
When is my deck being built?
Decks should not be installed until final grading is completed and approved. Additionally, homeowners must obtain a permit from the City in order to build a deck. We strongly recommend that homeowners call ahead before they are ready to begin work to confirm that the final grading is approved.
I work during the day, I cannot possible come and do my colour appointments during the day. I need an evening/weekend appointment.
We fully understand your concern and we work hard to find a time that will work for you and your family. Our colour appointments are booked from 8am to 5pm, Monday to Friday so that you'll have the Design Studio to yourself and your Design Consultant can completely commit themselves to work with you and your family on your dream home.
We are open to the public evenings and on weekends and our Design Studio can be very busy during those hours. You deserve one-on-one time with your Design Consultant; your home is one of the largest purchases you will make and we want to ensure you have the time and private consultation you are entitled to. But we always work to accommodate our customers who simply can't come in during the day and we will book customers during the evenings or on weekends as long as they understand that they will be working in a busy environment.
What do I get standard in my home?
This varies by site and company. Our staff will ensure you fully understand the differences between our companies and sites. We take every customer through our Design Studio on a tour and show them all the items that come included in their home.
How do I pay for upgrades?
Most of our customers choose to include their added features into their mortgage but you can also pay for them by certified cheque or money order as long as the payment is received more than 45 days from your scheduled closing date.
