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navigate your new home.
Frequently Asked Questions
When do I submit a service request?Appliances contact appliance supplier immediately.
Sticking doors, cabinet or minor plumbing issues submit request to Marcon Customer Care.
Drywall cracks, nail pops please submit just prior to one year from your date of completion.
How long will it take to get an appointment?Please allow 2 weeks for non-emergency service however we will typically contact you within 3-5 business days.
Can I get an evening or Saturday appointment?Marcon Service Representatives are scheduled Monday through Friday 7am to 3:30 pm.
(Please note that service claims that will take longer than 30 minutes cannot be scheduled the last appointment of the day).
What is the 2-5-10 warranty?
2 Year Materials & Labour Warranty
- First 12 months coverage for any defect in materials and labour
- First 15 months coverage for any defects in materials and labour in the common property of a multi-unit building
- First 24 months coverage for any defect in materials and labour supplied for the electrical, plumbing, heating, ventilation and air conditioning delivery and distribution systems. In addition, coverage for any defect in materials and labour supplied for the exterior cladding, caulking, windows and doors that may lead to detachment or material damage to the new home
5 Year Building Envelope Warranty
10 Year Structural Defects Warranty
See warranty provider website: Travelers Canada BC New Home Warranty Brochure Travelers Canada BC New Home Warranty Brochure
When is it a plumbing emergency?Water flooding the home is a plumbing emergency. No hot water or a dripping faucet is NOT an emergency, but rather an inconvenience that can wait until the next business day. Homeowners need to be careful not to report emergency after hour service that will not be covered. The Strata will be billed and the Owner will likely be back charged.
My smoke detector goes off when I am cooking?You must use your hood fan when you are cooking in the home for both stovetop and oven.
My bathroom electrical outlet is not working?Try pressing the reset button on the Ground Fault Circuit Interrupter (GFCI). If power is not restored, check the electrical breaker box and determine if a fuse has tripped. If this does not resolve the problem DO NOT ATTEMPT ANY REPAIRS, call the electrician directly for service or submit a service request to Marcon Customer Care.
My bathroom fans are running all day, how do I shut them off?DO NOT DISABLE BATH FANS, Fans are set to run 8 hours per day which is required to ventilate the home for everyday living. For more information see Factsheet by BC Homeowner Protection Office Factsheet by BC Homeowner Protection Office
I lost my keys/fob .. what do I do?Please inquire to your Property Manager to arrange replacement keys and fobs.
I see an issue in the Common Area, who do I notify?Any issues with Common Area of the building need to be reported to the Property Manager (Note* if you see criminal activity call 911 immediately).
Why can I only have one open service request at a time?The system will only allow one service request open at a time per unit. However owners can add as many items or any new items to that request.