Dear Ian Gillanders,
We appreciate your feedback, as we value constructive criticism from our clients and are committed to continuous improvement based on our past experiences.
We have carefully reviewed your recent review and would like to address some of the points you raised, providing a more detailed perspective on the project.
Project Overview: Perspective : Your beautiful and award nominated Project at Brookdale was completed in 2018. We are sitting at the helm of 2024. Time lapse of 6 years.
When we initially undertook this beautiful project, it was evident that your home required a comprehensive overhaul consisting of a major home addition as per Permit Set City Drawings. Despite the challenges posed by the initial condition of your home, we managed to complete the project on time, with all city inspections (structurally and otherwise) passed, and all permits were closed accordingly. You were aware of all the dates the inspections took place, and you also have a copy of Permits Closed.
Delays and Deficiencies: While completing the project, we encountered delays caused by various factors, including some within your control. Despite this, we conducted numerous walk-throughs, addressed deficiencies that arose based off these delays promptly, and ensured your satisfaction with the completed project.
HVAC and Personal Preferences: Your HVAC system, designed by a Mechanical Engineer and approved by the City of Toronto, initially met the approved specifications and was part of the HVAC Permit that we installed. However, we responded to your personal preferences for extreme cooling temperatures by sending our HVAC crew multiple times and eventually assisting with upgrading the equipment. We believe that this is potentially the reason the flooring is reacting to these extreme temperatures on both floors as you have split air conditioners on the second floor.
Flooring Issues: Concerns about the flooring on the main floor were addressed and rectified under our warranty, despite our Flooring Subcontractor indicating that heating/cooling that was changed by you could be the reason for the shrinking and the expansion of these floors. Further issues on the second floor were unrelated to our scope of work, as outlined in our agreement.
Warranty and Additional Work: It's important to clarify that our scope of work, as per our agreed contract, does not extend to a lifetime warranty or obligations for work outside the original agreement. We provided a standard one-year warranty, which is common and the norm in the industry. We have, however, demonstrated our commitment by addressing issues even years (up to this year) after completion, as a courtesy and our Commitment to customer satisfaction. We regret that we were unable to meet your expectations.
Conclusion: Despite the challenges, we believe we went above and beyond to complete your project on time and provided years of after-service and care. We have addressed and rectified all of the issues raised, whether under warranty or not.
Regrettably, we cannot assist with our services outside our agreed scope, especially regarding wear and tear six-years later. We hope you understand this limitation, and we wish you and your family all the best in the future.