Customer care

All inquiries for service in your new home should be directed to your Customer Care Coordinator. The Customer Care department is open Monday to Friday from 8:00am to 4:00pm. The best way to reach the Customer Care team is by email directed to your community’s coordinator or phone 905-770-7002. It is the department’s goal to respond to your inquiry as soon as possible. To aide in the response time, please indicate the community you purchased in as well as your lot or suite number along with the reason for your email.

If a new home is in the midst of construction at this time, it is very possible that the pandemic will cause delays in the delivery of the home. Under the unavoidable delay provisions of the Addendum (which forms part of the purchase agreement), the builder may be entitled to unilaterally extend critical dates. However, the builder must follow the rules set out in the Addendum to do so. To learn more about COVID-19 and delayed closings, click here.

• Loss of AC between May 16 - September 14th
• Complete loss of heat between September 15 and May 15;
• Gas leak;
• Complete loss of electricity;
• Complete loss of water;
• Complete stoppage of sewage disposal;
• Plumbing leak that requires the entire water supply to be shut off;
• Major water penetration on the walls or ceilings;

Even while using new materials and mechanical systems and many inspections and checks along the way emergencies can and sometimes do happen. When they do, we are still here to help.

These inquiries should be directed to your Primont Sales Representative and not the Customer Care Team. Some common Sales related questions may include changes to your deposit, floor plan questions and confirmation and closing adjustments as outlined in the written contact.

To add or changes names on your agreement of purchase and sale are to be made through your lawyer. With many different reasons and situation changing names is required, these requests will be received and completed though the two law firms.

Assignment agreements are not standard for all communities and do have multiple restrictions including first receiving builder consent. Before you start the process, you are encouraged to review your agreement and confirm that you have the right to assign. Once confirmed, requests for builder consent to assign (sell) your agreement to a third party are to be made from your lawyer to the Primont’s vendor for response and approval.

Purchasers are always encouraged to speak to your lender about receiving a mortgage commitment for the bank at time of purchase. Primont works with multiple A lenders that have cap rate programs for pre-construction buyers with commitments up to 24 months from closing. Feel free to reach out to your sales representative to confirm the on-site back for your community to be sure to take advantage of their mortgage programs for newly constructed homes. If you have waited until construction of your new home has started, it is recommended that you connect with your bank begin the process of providing all required documents no less the 4 months from your expected closing. Of course you can check in with your Customer Care Coordinator within 90 days of your expected closing date, to re-confirm the date you have is still tracking per construction.

Click for emergency contact information.