Customer Care FAQs

FAQs

After moving in, new homeowners often have questions about services, warranties, and even the home itself. Highlighted below are answers to some of the most common inquiries.

Q. Who do I call regarding building maintenance and operation?

A. Your property manager is in the best position to deal with any day-to-day or routine concerns or questions about the property. This includes (but is not limited to) garbage collection and recycling, elevators, landscaping, parking and extra key fobs.

Q. What maintenance is a homeowner responsible for?

A. Items such as changing of light bulbs, sealing of tile grout/granite, shower/tub silicone and normal wear and tear are the responsibility of the homeowner. Any damage caused by a homeowner is also their own responsibility to repair.

Q. When are service appointments available?

A. You can schedule an appointment anytime Monday to Friday between the hours of 8 am and 4 pm (except holidays). To make an appointment, please complete the Service Request form.

Q. When does my home warranty expire?

A. All homeowners are provided with a 12-month warranty from the date of possession. This warranty covers defects in labour and materials as well as the appliances in your home. All cosmetic items (drywall cracks, nail pops, tile cracks, etc.) will be investigated at the end of your 12-month warranty. Please make sure to submit these items as part of your year-end service request.
All homeowners are provided with a 24-month warranty on defects in materials and labour related to the distribution systems (electrical, plumbing, heating, ventilation, air conditioning, etc.)

Q. Who do I call regarding my appliance warranties?

A. The warranty for your home appliances is provided by either Whirlpool, GE (Mabe), or Trail. Please contact the appropriate company directly by calling 1-800-807-6777 (Whirlpool), 1-800-361-3400 (GE), or Trail 604-777-3300 ext #2.

Q. Where can I find more information about my new home?

A. Every purchaser can access our property-specific homeowner manuals which provide information about paint colours, basic maintenance and trades lists, as well as a set of manuals regarding appliances.

Q. Who do I call if I still have questions?

A. We are here to help and welcome your questions. Please contact Onni Customer Care by email customercare@onni.com or phone 604.602.7711. You can also submit any deficiency concerns by filling out a Service Request Form.

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