Case Stories

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 Tarion’s Conciliation Assessment Report. It looked as though Tarion forgot to review it, despite the homeowner’s reminders when Tarion conducted the inspection. 

The homeowner first complained to the Warranty Services Representative and then the Manager assigned to her case, but they were still unsure about whether the contractor’s video had been considered. The homeowner complained to the Ombuds office, specifically, that she believed Tarion had ignored her input when making the warranty determination about her drain.

When the Ombuds office reviewed the concern, we learned that Tarion had failed to consider the video prior to issuing the Conciliation Assessment Report. After the homeowner complained to the warranty staff, Tarion considered the video, and it did not change Tarion’s warranty determination. However, the Ombuds office identified a fairness concern about communication because Tarion did not inform the homeowner that the video had been considered. Nor did Tarion explain why the video did not change the warranty finding.

The Ombuds office recommended that Tarion apologize for the lack of communication and that Tarion issue a new Conciliation Assessment Report that explained why the video did not impact the warranty status of the drain.