Customer Care

Preparing to move into your new home is an exciting time in life. While anticipating your move, there could be some questions that you need answers to. With this Welcome Guide, we have identified and answered some of the most frequently asked questions.  We have also noted some items to consider when getting ready for your move.

We have organized this package to give you an idea of what you might expect, along with some helpful tips on how to make the transition easier. Use this as a guideline, but don't forget that every move is different and you may want to do things somewhat differently than what we have suggested.

We hope you will find this guide to be helpful and that the move into your new Baywood home is enjoyable.
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Part 1 - Frequently Asked Questions TOP



Agreement of Purchase & Sale TOP

What Happens After I Have Signed the Agreement of Purchase & Sale?

  • An original Agreement of Purchase & Sale is sent back to your sales agent

  • Baywood Homes proceeds to apply for a building permit and enrol your new home with TARION. The construction schedule is put into action, unless your home is already built as a newly completed home, or is under construction.

  • Baywood proceeds to carry out all of the requirements as set-out in the Agreement of Purchase & Sale. The purchaser also carries out his/her responsibilities as set out under the Agreement.

What Are My Closing Costs?

  • The amount of money that is necessary, over and above the balance due on closing of your real estate transaction, to cover adjustments.

  • Adjustments are expenses that are apportioned. The adjustments will be reflected in a document called the Statement of Adjustments.

  • The Statement of Adjustments will contain items related to your Agreement of Purchase & Sale. Some items you will find in your Statement will include the G.S.T. Payable, the original purchase price, real estate taxes, hydro connection costs, levies and charges. See your lawyer for a Statement of Adjustment breakdown.

  • Generally speaking, your lawyer collects the monies to be used on closing from your mortgage company and from you.
Financial Matters TOP

Does The Builder Provide or Arrange For My Financial Requirements?

  • This builder is not a lending institution like a bank or trust company, so financial requirements can not be arranged by the builder. However, the Sales Representative will help you apply for financing and will direct you to a suitable financial institution.

What Are The Costs Involved In Arranging Financing?

  • The lender will supply you with this information. Ask your Sales Representative for assistance if required.

Who Do I Send My Deposit Cheques To?

  • If you have not submitted your deposit cheques with the Agreement of Purchase & Sale at the time you made your offer, you can deliver them to your new home Sales Representative or to our head office. To contact our head office, please phone (416) 633-7333, ext.236 and speak to our Administrator of Purchase and Sale Agreements. Please refer to your Agreement of Purchase & Sale for the amount of the deposit and the dates upon when each deposit is due.



Legal Matters TOP

Do I Need a Lawyer?

  • Yes. If you do not have a lawyer, you can ask your New Home Sales Representative for a referral to a real estate lawyer.

Why Hire a Lawyer?

  • A lawyer can arrange for title.
  • He/she is able to verify any closing figures.
  • Your financial institution may require copies of some of this information before release of the funds are completed.
  • It is recommended that you deal with a lawyer experienced in real estate matters.
Entering A Site Under Construction TOP

May I Enter My Home When It Is Under Construction?

  • For safety and insurance reasons, under no circumstances may a new homeowner enter a site under construction.

  • Surrounding debris, hidden planks with nails are only a few of the unsafe conditions and hazards found on a construction site.

  • For your safety, we advise you do not enter your home until it is completely built and you have received your house keys.

NOTE: See Pre-Delivery Inspection Section as to when to enter your new home.

How will I know that the construction of my home is going well?

  • During the pre-delivery inspection you will view your new home for deficiencies, if any. Deficiencies can be recorded on the Pre-Delivery Inspection Form (as discussed in next section).
Pre-Delivery Inspection TOP

What is a Pre-Delivery Inspection?

  • A Pre-Delivery Inspection allows you the opportunity to conduct a thorough inspection of your new home with the Pre-delivery Inspector.

  • It offers you the chance to become better acquainted with your new home, and better informed of the proper maintenance of your home before you take possession.

  • It gives you an opportunity to identify deficiencies, if any, that might need to be serviced.

  • Ensures that all requested upgrades have been installed in your home.

  • Allows you to inspect the surface of all counter tops, cabinet doors, floors, fixtures, tubs, sinks, appliances and walls.

    Please Note: Deficiencies to any surfaces not noted in writing during the time of inspection will not be eligible for warranty coverage.

  • Allows you to check that all windows open smoothly and can be locked, there are no gaps at electrical switches or plugs and all plumbing fixtures/faucets operate properly.

How Long Does the Inspection Take?

  • Usually takes between 1-2 hours.

  • The inspection is usually scheduled 1 week before occupancy by the Customer Care Coordinator.

  • If you arrive early, we ask that you please wait in front of your home for safety reasons and do not wander around the site.

  • All inspections take place during week days (Monday - Friday 9:00 a.m. - 5:00 p.m.).

How Do I Prepare For the Inspection?

  • You should review The Agreement of Purchase & Sale and related Agreements or Addendums to make sure all appropriate features have been installed.

  • The walk through inspection is a time for you and your Pre-delivery Inspector to examine your new home. The process should not be disrupted by uninvited guests.

What Happens Once the Inspection Has Been Completed?

  • Once the inspection has been completed, please sign a copy of the Pre-Delivery Inspection Form, the Certificate of Completion and Possession Form, and the Confirmation of Receipt of the Homeowner Information Package Form.

  • A copy of all forms will be given to TARION, formerly known as the Ontario New Home Warranty Program to be held on record. Another copy will be sent to our Customer Care Coordinator.

What Happens If There are Any Deficiencies?

After Sales Guide Book

  • At your Pre-Delivery Inspection you will be given a 'Homeowners Guide Book', which is a guide to maintaining your new home and Baywood's After Sales Service Program. Included in the guide book are the following:

    • an explanation of the Pre-Delivery Inspection.

    • details on what every homeowner is entitled to under the warranty program.

    • information on how to take care of and maintain your new home's interior and exterior.
House Keys TOP

When Will I Receive My House Keys?

  • Baywood Homes releases the keys when its lawyer has advised us that your home has officially closed.

  • Keys released include one key that opens any door into the house and one garage key.

Where Can I Pick Up My House Keys?

  • The keys can be picked up at the construction trailer on the day of closing (late afternoon and no later than 5:00).

  • For any key questions, please contact:
    Agreement of Purchase and Sales Administrator: 1-888-751-2223, ext. 236

May I Enter My New Home Before I Receive My House Keys?

  • The home should only be entered once you have received your house keys, see "Site Under Construction".

  • Any personal belongings can not be stored in the garage prior to occupancy.
Moving In TOP

Who Do I Contact To Obtain My New Civic Address ?

  • Civic addresses are usually available during your pre-delivery inspection. If you require this information sooner, your Sales Representative may be able to assist you.

When Do I Change Over My Utilities?

  • Your lawyer will prepare a letter to the utility companies stating that a change of ownership has occurred, and the utilities will be put into your name. If you choose, you may contact the utility companies yourself.

Who Can I Call If I Have Any Questions?

  • You may contact your Sales Representative. If your question is urgent and you are calling outside of sales office business hours, you may call the on site Customer Care Trailer.

    The Hamptons Customer Care Trailer  (705) 730-6773
    Apple Hill Customer Care Trailer  (905) 623-0369 or 1-800-915-1639
    Ravines of Greenhill Customer Care Trailer (905) 434-4381 or 1-800-915-1640

  • Office hours are 7:30-5:00 Monday to Thursday and 7:30-4:00 Friday. Any other inquiries or sites not listed above, please contact our Customer Care Team at our head office.

After I Move-In Who Do I Call If I Have Any Service Requests?

  • After you move-in to your new home, please do not hesitate to call on site Customer Care Trailer directly for any Customer assistance.

    Please Note: All service request are accepted only in written form or as outlined in your "Homeowners Guide Book".
Referral Gift Program TOP

What is a Referral Program?

If you have a friend or relative ready to purchase a new home, now is the time to refer them to Baywood Homes. Simply fill out the referral form for your chance to receive $300.00. It's that simple!
Part 2- Design Studio TOP


Understanding the Procedures TOP

How much time do I have to do my selections?

  • We don’t want to rush any of our purchasers.  If you feel you are having difficulty with your colour selections, please feel free to address your concerns with your Décor Consultant.  We will gladly work with you until you are satisfied with your selections for your new home.

When will I be contacted for my initial consultation?

  • Generally, the Baywood Homes Décor Centre will contact homeowners within thirty (30) days after the Agreement of Purchase and Sale has been finalized. 

Why do I have to come in so early?

  • Due to construction schedules and manufacturer/supplier lead times, substantial preparation is involved before the shovel ever breaks ground.   

How should I prepare for my colour selection appointment?

  • It is helpful to have a list of questions about options and prices with you when you come in to meet with your Décor Consultant.  Bring in a wish list of what you are interested in, to help the Décor Consultant provide you with prices and options.

Are there browsing hours available?

  • YES! Browsing hours are available by appointment. If you would like to come in and have a look around, please feel free to call us and book a time.  A Décor Consultant will be available to assist you with all of your questions.    
Last Minute Changes TOP

What if I have purchased an inventory home, or construction on my home has commenced? 

  • You will be contacted with a priority appointment if construction on your home has begun.  Unfortunately time for choosing colour/upgrade selections is limited.  More than one appointment may not be possible due to construction schedules and manufacturer/supplier lead times. 

I have my own appliances or I will be getting appliances on my own.  How will I know if they will fit?

  • Special dimensions for appliances can be accommodated.  Simply advise the Décor Consultant of the dimensions of your appliances, and provide them with the manufacturer’s specification sheet that includes all dimensions.   


Book Appointment TOP

Please feel free to contact us with any additional questions. We look forward to working with you to make your new house, a home!

Please call the Décor Centre to book your appointment:
(416) 633-7333 or 1-888-751-2223
Melanie, Ellen, or Jennifer
Part 3- Moving TOP



General Moving Tips TOP

Disconnect all Appliances

  • Turn off gas and water, drain all hoses, empty refrigerator and disconnect ice maker, and make sure the freezer has time to defrost.

Dresser Drawers

  • Dresser drawers could be left with light clothes and linen.
  • Remove all valuables and items that could spill.
  • Drawers should be taped closed to prevent from coming open.

Disconnect Cords

  • Disconnect and bundle cords on television and stereo components.
  • Put cords in separate bags and label the contents.

Packing

  • All cartons should be sealed with tape or tied shut.

Save Time

  • If you have a concern for time, move the smaller items from the basement or upstairs to the main floor before moving day.

  • Carry back yard items to the front so that they can be easily loaded onto the moving van.

Prepare Home for Moving Day

  • Tie back gates, screen doors and remove doors.
  • Helpful tip is to remember what problems you had moving in, so you can advise the movers.

Reserve Elevators

  • Reserve elevators with apartment managers, if necessary.
  • Check to see if the apartment can pad their elevators for you.

Separate Belongings You Want to Keep

  • Before the packers/movers arrive, have the items you do not want loaded onto the moving van set aside, so that they are not packed in error.

Avoid Damage

  • When moving large items into your new home, be careful not to scratch or damage the walls or floors
    (TIP: use towels around sharp corners).

Visit Your Post Office

  • Fill out your change of address notice cards and send the new information to federal and provincial agencies, car and home insurance agencies, bank etc.

Contact Schools

  • Contact the schools your children attend and arrange the transfers of their records.

Keep Receipts

  • Keep all your receipts for moving expenses. You might be able to claim them on your income tax.
Packing For a Move TOP

Supplies

  • Before you begin packing make sure you have enough wrapping paper, cartons, sealing tape and a black marker to label boxes.

Organize Packing Boxes by Rooms in the House

  • Keep items from different rooms separate. This will help you when it comes to unpacking.

  • Make sure to mark all boxes with the contents found inside each box.

Hazardous Items

  • These items should not be transported unless a qualified person does it and the by-laws permit it.
  • Combustible liquids (alcohol, liquid cleaners etc.).
  • Corrosive liquids (rust preventors etc.).
  • Explosives (black powder, cigarette loads etc.).
  • Flammables (matches, wood etc.).
  • Compressed gases (engine starting fluids etc.).
  • Aerosol cans (flammable gas etc.).

Rule of Thumb

  • The heavier the item, the smaller the box.

Plates

  • Wrap each individual plate in a separate sheet of wrapping paper (not newsprint) and stack one wrapped plate on top of the other.

Cups/Glasses

  • Bundle three to four cups together and use several sheets of paper between each glass/cup as a protective lining.

Appliances

  • Items such as coffee makers, toasters etc. should be packed in its own individual carton without other items.

Table Lamps

  • Pack the base of the lamp in its own box and make sure the box is really strong.

  • Line the inside of the box with a generous amount of wrapping paper and mark FRAGILE on all sides of the box.

  • The lamp shade should be packed separately with clean packing paper, not newsprint.

Pictures

  • You can wrap and stand small pictures in normal boxes with other items.

  • Lay your picture face down on a sheet of paper twice as large as your item and wrap the picture as you would a gift box.
Do-It-Yourself Moves TOP

Size of Load

  • Make sure your load is small and manageable.

Driving a Rental Truck

  • You should know how to drive the truck you rent.

  • Be careful driving the truck because they have large blind spots, are usually top heavy, braking distances are usually longer and they must be driven SLOWLY.

What to Consider When Renting a Truck

  • Try to rent a truck with an inclined walkboard that allows you to carry items into the truck with ease.

  • Rental accessories sometimes make the move easier

  • (dollies, furniture pads, straps, etc.).

How to Load a Truck

  • The truck should be loaded so that the heavier items are on the bottom, and the adjacent items help keep other items in place.

  • The load should be strapped in place to prevent any shifting/toppling.

Stay Cool and Refreshed

  • Keep cold non-alcoholic beverages and snacks for the move available to keep your energy Up.
Booking A Mover TOP

How to Decide on a Mover

  • Word of mouth (ask friends, family, Sales Representative for good movers).

  • Look through the Yellow Pages and ask them for a rough estimate and references.

  • Call The Better Business Bureau for reports on the moving company you are considering.

  • Try to book with a moving company which is affiliated with a major van line.

On site survey

  • Most estimates are calculated by having a Sales Representative inspect your home from basement to attic.

  • The estimate will usually include labour costs, costs of packing material, a list of items to be moved, total weight of the shipment and the space it will require on the truck.

Factors to Consider When Comparing Estimates

  • Did the mover include all items to be moved including furniture, boxes etc.

  • Make sure that all your estimates promise the same level of guarantee for rate protection.

  • Take into consideration how many vehicles are needed, what types of vehicles are being used, and how many movers are required for the move.

  • Compare different insurance coverages offered by movers.

When to Book a Mover

  • After closing on your new home, try to avoid the beginning and end of the month because it's the movers busiest time.

Booking With a Mover

  • Call your mover as soon as you have decided to use them.

  • Be ready to give them your preferred dates, and have alternative dates in mind if your preferred dates are not available.

  • Make arrangements with your mover for required packing materials (ie. crates for grandfather clocks).

  • Your mover can also help arrange third party services needed to prepare items for the move (servicing stoves, refrigerators etc.).

  • Make special payment arrangements (financing plans, notifying the mover if your employer is going to pay for some or the entire move etc.).
Prior to the Moving Day TOP

Sketches

  • Make sketches of your new home's floor plan. This will allow you to visualize how your furnishings will fit in your new home and might save money on moving extra furnishings.

Begin Packing Early

  • Begin packing the items you don't use frequently (label boxes clearly).

  • Clean out your home. Any unused items could be given to charity, sold at a garage sale or disposed of.

  • Try to use up supplies already in your freezer and try to refrain from adding more stock.

Cancel Services

  • Cancel newspapers and arrange a final reading for utilities.

Arrange for Child and Pet Care During the Move

  • Make sure that children and pets are left with a dependable person so that they are not injured or harmed as large pieces of furniture are transported out of the house.

Close Down Major Appliances

  • Make sure to defrost and dry any refrigerators you are moving.

Pack Two Special Boxes

  • The first box should contain essentials you will need as soon as you arrive at you new home (basic kitchen utensils, paper towels etc.).

  • The second box should contain all your personal belongings (example: money, jewelry etc.).
Move and Delivery Day TOP

Bill

  • The day of the move, the mover should be able to provide you with the bill of lading (contract between you and the mover).

  • Read the contract and make sure that it contains all of the provisions that were agreed upon (costs, insurance coverage, etc.).

Make Sure the Movers are Taking Care of Your Belongings

  • Certain pieces of furniture should be disassembled and "blanket wrapped" in order to protect them.

  • Certain pieces of upholstered furniture may also be "stretch wrapped".

Preparing An Inventory

  • As the loading is progressing, the driver or an assistant will normally prepare an inventory of your shipment.

  • All items must be listed and the condition of each piece of your shipment must be recorded.

  • It is important to make the driver aware of any high value pieces before they are packed to help minimize the potential for claims.

Delivery Day

  • It is best to have two people present on the delivery day. One person can check off the inventory and the other person can show the movers where to place your belongings.

  • Once the movers deliver your belongings the driver will check the contents against the inventory prepared at loading.

  • Ask the driver and crew to call off the inventory numbers if you have them. The numbers should be on all boxes and cartons.

  • You should also check each piece of furniture for moving related damage and note it on the inventory.

Keep Records

  • Unpack and inspect all your items carefully.

  • Keep thorough notes and notify your mover.

  • If you notice damage to your new home at either origin or destination that was caused by the movers, or their equipment, bring that to the drivers attention as soon as you can.

Mover's Responsibility

  • Movers will generally try to repair a broken piece first before replacing it.

  • Many movers will not honor a claim when they have not been given the opportunity to inspect and repair the piece first.

  • Movers will generally deny coverage for damage in boxes not packed by them unless there is obvious damage to the exterior of the carton.

  • Movers routinely deny claims in the area of money, cash, jewelry, important papers, coins or stamp collections (move these items personally).
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