Case Stories

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 that the homeowners upgrade their windows to improve efficiency. The homeowners referred Tarion to their Agreement of Purchase and Sale, which stated that the home would include EnergyStar windows, and explained their view that the energy audit indicates the windows are defective. 

After completing a fairness review, we found delay, communication and decision-making process issues with Tarion’s handling of the homeowners’ claims. Tarion agreed to all our recommendations to address the fairness issues, including that Tarion reconsider their initial assessment of the windows. The homeowners were very appreciative of the Ombuds findings and recommendations.