Case Stories

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 contacted the Ombuds office to outline concerns about the settlement offer Tarion had made to resolve warranted year-end items. The homeowner agreed with the amount Tarion offered but wanted to fully understand certain components of the agreement before accepting it. 

The Ombuds office does not have the authority to change Tarion’s settlement offers or negotiate on behalf of a homeowner. However, after looking into the matter, we observed there was a communication breakdown between the homeowner and Tarion. The homeowner was having a difficult time clarifying their questions to Tarion and in turn, Tarion was not able to answer the questions. 

Our office bridged the communication gap by meeting with the homeowner, clarifying the concerns and outlining them for Tarion. In turn, Tarion provided the information, and the homeowner accepted the settlement to resolve the year-end items.