Customer Care Policy

Flato Developments’ Customer Care Policy was created with you, the homeowner, in mind. Our Customer Care Team will make every effort to perform any required warranty service work promptly and with minimal inconvenience to you and your family.

We believe that communication is the key to meeting expectations and resolving any issues that may arise. We take pride in every home we build, and strive to provide you with the necessary tools, such as reference materials and inspections with our qualified professionals, so you can enjoy your new home for years to come.

Prompt and efficient service requires that we are able to contact you and gain access to your home. Therefore, it is essential that you forward your new telephone number and/or email address to Flato Developments as soon as possible after you move in.

It is important to note that if you have provided us with master key access and choose to change the locksets on your home, or have a security system installed, that you notify us of this in writing. In the case of security systems, special arrangements for access to perform service work will have to be made.

Our Customer Care Office is open from 8:00 AM to 5:30 PM, Monday through Friday. In order to ensure accuracy and compliance with Tarion, we request that you refrain from making verbal requests. All warranty service requests must be submitted in writing by mail or email to:

Flato Developments – Customer Care
Unit 503, 3621 Highway 7 East, Markham. L3R 0G6
O: 905-554-0162
H: Monday – Friday, 9AM – 5PM 

Please ensure that you include your phone number, civic address and Lot number (as indicated on your Agreement of Purchase and Sale) on all correspondence so that we may contact you, if necessary. Service requests will not be accepted by on-site staff or contractors.

The normal working hours of the on-site service personnel are from 8:00 AM to 5:00 PM Monday through Friday. We will make every effort, where possible, to schedule convenient times for service work should you wish to be in attendance. However, precise time frames are difficult to gauge and we would appreciate your understanding and co-operation in this regard.

Industry reports indicate that new homeowners experience an average of seven days that they must be at home to facilitate the warranty process during their first year of occupancy. This may impact your working schedule if you work during normal business hours, so please plan for this accordingly.

After the service is finished, you should notify our customer care for completion. If you have any questions or concerns regarding service work or you find that the work performed was unsatisfactory or incomplete, please notify us within 7 days. If notice is not received, the service call will be deemed satisfactory and complete and no further action will be taken.