Dan Moreau, Manager, Builder Relations, Tarion

Dan Moreau, Manager, Builder Relations, Tarion
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About Tarion
Warranty overview
CSS (Customer Service Standard)
What our customers are telling us
A home inspector’s role in the new home
buying process
Resources for home inspectors
Warranted or not
Tarion Warranty Corporation, formerly known as
the Ontario New Home Warranty Program is a
non-profit, private corporation established in 1976
to provide protection for all consumers who
purchase a new home or condominium residence
in Ontario.
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We protect new home and condominium
buyers by:
◦ Regulating new home builders in Ontario
◦ Licensing new home builders
◦ Creating awareness about statutory warranty
coverage
◦ Standing behind builders’ statutory warranties
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Before Moving In
◦ Deposit Protection
◦ Delayed Closing/Occupancy Protection
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After Moving In
◦ 1-year Warranty
◦ 2-year Warranty
◦ 3-7 years Warranty
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Maximum of $300,000 Coverage
Customer Service Standard
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What homeowners need to know about
their warranty – what’s covered in what
year.
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Homeowners’ roles and responsibilities,
as well as the builder’s and Tarion’s
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Claims process and builder repair period
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Builder must provide to homeowner at or
before the Pre-Delivery Inspection
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On or before date of possession
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Homeowners may bring a designate
including a home inspector
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View the completed home, learn
about maintenance, make a record
of damaged, incomplete, missing
items, or those not working properly.
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During first year, one each of
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Second year list – as many as required.
◦ 30 day list
◦ Year-end list
DOP
Oct. 23
30 Days
120 Days
Homeowner may
submit 30-day form
Oct. 24
Nov. 22
30 Days
Initial Builder Repair Period
Nov. 23
Nov. 10
Homeowner submits 30-day list on time
April 2
Homeowner may
request conciliation
Apr. 3
May 2
Apr. 24
Homeowner requests conciliation within time
30 Days
30 Days
Builder preConciliation repair
period
Apr. 25
May 24
Conciliation
Process
May 25
Jun. 25
Jun. 15
Tarion conducts conciliation inspection
Jun. 20
Tarion Issues Warranty Assessment Report
30 Days
Builder postconciliation
repair period
Jun. 21
Jul. 20
If required, Tarion
settles claim with
homeowner
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Flooring
Interior Finishes
Interior Climate Control
Exterior Finishing
Grading & Landscaping
Foundation & Basement
Plumbing
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Paint
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◦ Through openings, moisture
within unit, flashing related
◦ Inadequate
application/coverage
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Doors
◦ Inadequately installed,
sticking, finishing
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Stairs/Steps
◦ Inadequately constructed
Concrete
◦ Cracks
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Baseboards
◦ Inadequately installed,
detached
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Drywall
◦ Blemishes, walls, ceilings,
corners
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Floors
◦ Hardwood & tiles: damaged,
cracked
Water/Moisture
Trims
◦ Inadequately installed,
finishes
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Cabinets & Vanities
◦ Inadequately installed,
finishes
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Poor coverage – streaks & brush marks
Poor quality paint
Poor workmanship
Drips and splatters
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Poor installation
Sticking
Poor finishing
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Hardwood:
◦ Gaps between boards
◦ Scratches
◦ Tenting
◦ Cupping
◦ Uneven finish
Interior Climate Control
Nail Pops
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Attention to detail during construction
process
Clear communication with homeowners
Set realistic timeframes and stick to them
Ensure homeowners understand key issues
Teach proper home maintenance
Use PDI to educate homeowners
LISTEN to concerns
The role of the home inspector in the
new home buying process
Where we were…
Builder’s and home inspectors
have historically had an
adversarial relationship.
Builders didn’t like home
inspectors because they
thought:
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They applied their own
expectations of best practices
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Ignored Construction
Performance Guidelines
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Expectations are
appropriately aligned
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More understanding of
the CPGs
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More realistic reports
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More collaborative
process
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Uniform new
construction inspection
process
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New Construction
Inspector designation
Managing consumer expectations is still the
number one issue in dealing with warranty
call backs for both Tarion and builders.
◦ Clear detailed reports
◦ Use CPGs to explain
why something may or
may not be warranted
◦ Perfection is not the
measure of
acceptance
Unless you’re in an HGTV episode,
where this gets built in a day!
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Builders strive for excellence in their craft, but
they are only human – and humans aren’t
perfect.
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New homes are built by hand in an
unpredictable environment
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No uniformity with natural products
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Work and materials that are
“good and workmanlike.”
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Homes that meet or surpass
requirements of Ontario
Building Code.
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Items not apparent from a
normal viewing position under
normal lighting conditions are
likely not defects and may not
be covered under the
warranty.
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In a 1987 LAT decision, the Tribunal declared,
“no house new or old is perfect or warranted to
be perfect
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Appeal of claim related to mahogany trim: there
was no evidence of defects
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The applicants expected perfection. What they
got may not have been perfection but it was
acceptable
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Reference CPGs,
building code and
technical manuals
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Know the difference
between a defect and
a design flaw or
contractual issue
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Managing homeowner
expectations is good
for inspectors and
builders.
Success shouldn’t be measured by the number of
items on your report, but by homeowners who truly
understand the warranty and the
builder’s responsibilities.
Resources for you and your customers
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Contains 300 of the
most common issues
encountered by
Tarion
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Explains how Tarion
will decide
warrantability
Available at tarion.com
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Checklist
Getting Ready for the
Pre-Delivery
Inspection
Appointment of
Designate Form
Howard’s article
“You should take your time when looking over your new home.
As a general rule of thumb, a PDI may take about an hour for
every 1000 square feet of home being inspected.”
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Online warranty
management service for
homeowners
◦ Online submission of
warranty claim forms
◦ Email correspondence
from Tarion
◦ E-mail alerts for important
warranty deadlines
◦ Online scheduling and
payment for inspections
◦ Attach photos and
supporting documents
Facebook
/TarionWarrantyCorp
YouTube
/TarionWarranty
Controlling Moisture During Winter
Nail pops
MyHome: How to Manage Your Warranty
Online
Maintaining Your New Home
What is a Major Structural Defect?
The 10-Minute Guide to Ontario's New Home
Warranty
Your Inspection: Tarion, Your Builder and You
Warranty Forms: Guidelines and Timelines
Call Us
Contact Center
1-877-9-TARION
Email Us
Dan.moreau@tarion.com
Connect With Us
/TarionWarrantyCorp
outreach@tarion.com
/Tarion-Warranty-Corporation
Anonymous Illegal
Building Hotline:
1-800-786-6497
enforcement@tarion.com
/TarionWarranty
/TarionWarranty