Case Stories

A frustrated homeowner contacted the Ombuds office because they faced challenges confirming a settlement to resolve warranted concerns with their plumbing system. They complained about delays and a lack of response to their follow-up calls and emails…

Sometimes the Ombuds office can help resolve issues quickly through an early resolution instead of completing a full fairness review. Often this is done by facilitating communication between the homeowner and Tarion. In one such example, a homeowner…

A homeowner contacted the Ombuds office because they were confused about the assessment she received from Tarion. Despite providing her contractor’s video showing concerns about her drain, the homeowner did not see any reference to the video in…

In 2023, the Ombuds office made several recommendations to address concerns we identified with Tarion’s process for issuing Decision Letters. When Tarion makes a warranty decision, they are required to inform the homeowner about the decision in…

A homeowner contacted the Ombuds office to complain that Tarion had hired the same engineer the homeowner previously hired, which he felt led to a conflict of interest. Our office investigated the matter and learned the homeowner provided Tarion with…

A young family contacted the Ombuds office after their communication with Tarion broke down. Although they raised several issues, they were primarily concerned with the energy efficiency of the windows in their new home. An energy audit recommended…

A homeowner contacted the Ombuds office after the warranty status for his HVAC issue changed from ‘Warranted’ to ‘Not Assessed – Needs Further Investigation’. The homeowner believed that the builder had convinced Tarion to change the warranty status…

A homeowner called to say they thought it was suspicious that Tarion suddenly shifted perspective about their flooring. At the inspection, they thought Tarion had acknowledged there was a problem with the flooring installation and the builder had…