Dear Aaron,

Thank you for taking the time to post a review.

First of all, we want to thank you for choosing Moose Condo Reno as the Contractor of choice for your project.

Secondly, we truly appreciate your patience in enduring the delays that we had mutually experienced throughout your project, and also with your patience and cooperation during the final stages including the deficiencies rectification period. We understand your feelings and would like to express our apologies for your frustrations.

We hope that you are currently enjoying the beautifully designed space we have created for you. Unfortunately, the photos you have posted are not of the finished product and are actually from the construction phase of the project. Moose Condo Reno never has, and never will accept sub-par finishes as okay. We strongly stand behind the quality of craftsmanship and feel dismayed that we don’t have the opportunity within the HomeStars system, to upload the photos that show your finished condo.

Regarding delays, especially in the era of Covid-19, they are a part of the reality of renovations and construction. Please keep in mind that ALL of our suppliers suffered numerous supply chain issues directly as a result of Covid-19/lockdowns. This was made worse by the fact that in accordance with public health, we could not have multiple trades on your job site simultaneously.

However, we took the delays and the inconvenience they caused you, exceptionally seriously. In full accordance with our contract, we have compensated you in excess of $8,000.00, which is close to 10% of the cost of your entire project.

We have taken full responsibility, including factors well beyond our control. Each and every deficiency was identified and then rectified in full. As is always the case, the final payment to us by you was made ONLY after all deficiencies were corrected to YOUR satisfaction.

We believe that the progress pictures shown shouldn't be part of a review.
It's a shame that the HomeStars system doesn’t allow us to post the completion photos that were taken of your project.

Nevertheless, we thank you again for being our customer, and we are here for you anytime you need us.

Your team at Moose Condo Reno.

Dear Richard and Cirho,

Thank you for taking the time to write a review.

All of us at Moose are extremely disappointed that we were not able to come to agreeable terms and resolve our differences.

You are correct in writing that your contract is old, signed in December of 2019.

At the onset of your project, you did indeed warn us that your property management was difficult to deal with the and Board of Director’s rules regarding renovation work were stringent. We wholeheartedly agree as they did pose a number of extraordinary restrictions and challenges.

When we began the formal evaluation and planning phase of your project after the contract had been signed, you had informed us of failures within your units unique ceiling radiant heating system which we all were under the impression was the homeowners responsibility to maintain and not the buildings.

To this end, we sourced the most experienced firm in Canada, a national firm with branches across the country, to come and assess and hopefully repair it for you.

The 3rd party firm had scheduling issues to which we were all at the mercy of, and then as with the rest of the world, the first Covid-19 wave hit and locked down society. During this time the tracing contractor could not attend your site per regulations.

Once the first wave restrictions were lifted we did have them attend as quickly as possible, and they attempted to find the faults and were unsuccessful in doing so. Your building management did eventually dispatch their own electrical engineering team, who were far more familiar with the very unique system in your building and they were able to repair it, which for all parties involved, is best.

While all this was occurring, our layout team worked with you, along with our interior design team, to try and pre-plan as many components as possible.

This also included a Structural Engineering consult and mechanical engineering consult and preparation of drawings.

As we worked together to finalize on components and design, we prepared the first application package for your Board’s approval which was rejected.

We then worked with our engineers to redesign the proposal, to satisfy the requirements and challenges your board presented.

We then proceeded with a revised proposal which was accepted.

Not wanting to launch a project in a rushed manner, and to allow you time to find alternative housing, we planned a launch for January 2021 after the holiday shutdown, which was in alignment with the notice you provided us that you had secured new housing.

We then completed a pre-launch walk through with our demolition leads to be ready to move forward.

During the pre-launch phase, our management team identified, that due to changes in scope and dramatic market changes in both material availability, cost, and labour costs, prior to the launch we identified that there would be a financial shortfall if we attempted to proceed with your project as planned.

We did notify you of this, though, understandably this was not to your satisfaction. All of us at Moose felt it was more appropriate to inform you of this as soon we realized it, rather than proceed, pause partway through and then attempt to revise costs or scope of work.

We appreciate that you had already moved out by this time as you had secured housing more than a month prior, and we also admit that it would have been more beneficial to all parties had we noticed this in December. For this, we are truly and genuinely sorry.

After correspondence between our office and you, you rejected our new proposal which was wholly within your rights, and elected to cancel the contract altogether and seek another contractor.

We provided you with summary accounting showing the cost changes between operating in December 2019 and January 2021, which we understand was not to your satisfaction.

As you had chosen to cancel, we performed a summary accounting of costs incurred to date, which included the 3rd party electrical contract, Structural and Mechanical engineers, design work, layout work, site visits, and administrative costs therewith. At this time, the total expenditure by Moose is actually in excess of the deposit paid on your project.

We appreciate your feelings that this situation is unfair and also that you wish to resolve this matter through legal channels.

We do wish that we would have been able to come to mutually agreeable terms and could have executed the project, which would have provided you with a stunning new home.

At this time we remain open to attempting to resolve this matter amicably and encourage you to reopen dialogue with our office/legal team.

Please rest assured it was never our intention to inconvenience you or anything of the sort.

We wish you and your partner the best in your upcoming renovation and sincerely hope that we can resolve this matter to a mutually agreeable level.

-Moose Condo Reno

Dear Jinhyun and family,

Thank you for taking the time to express your concerns regarding your renovation.

We genuinely appreciate it and are dismayed that you feel the way that you do, but are perhaps more dismayed that you have chosen to post photos which are from the progress stage and not the final product. Unfortunately, the HomeStars system does not allow us to show the completed work.

You had approached us after feeling quite uncomfortable with the lack of transparency and pushy attitude presented by one of our chief competitors. After extensive consultation, multiple site meetings, and many, many revisions to the proposed project we came to a mutual agreement on cost and scope of work, along with clear markers of required input by you, as well as very rushed and hard deadlines in the design and prelaunch phase to be able to meet your very rushed timeline.

We were exceptionally clear that if certain dates in design and prelaunch were not met, the timeline of your project could not be guaranteed. Unfortunately, for a variety of factors including numerous revisions and tweaks to design and scope, your project could not launch on the date that we had indicated was required to meet the timeline.

During the course of the project, your management office also posed numerous challenges to our team which also delayed us and made operations difficult.

Throughout your project, once underway, you continued to make amendments and tweaks to design which affected the ordering timetable and workflow. At each junction, we made every effort to add staff or request rush orders from our suppliers to expedite the process.

There were also numerous instances where you did not meet your payment obligations (delayed payments) which contractually, causes us to pause work. Throughout all of this, we continued to attempt to work with you in an amicable manner.

Once the project reached the final phase, we worked with you to complete an exhaustive summary of rectifications which included pre-existing deficiencies in your unit. We would also like to point out specifically, that the image in which you show a range exhaust unit- this unit was supplied by you and did not match our recommendations for an appropriate unit to meet the design and performance needs of your kitchen.

We thank you for continuing to collaborate with us through this process and have ensured, as always, that high standards of craftsmanship are achieved.

It should also be noted that your unit experienced a flood, not related to our work, for which we dispatched our plumbers to assess and rectify, and provided you with the documentation for your insurers/condo board.

At this time nearly every item has been revised to your approval. We would very much like to ensure that nothing remains outstanding and continue to stand behind the quality of our work and warranty it.

We hope to be able to close your project in an agreeable manner and that you have been enjoying the stunning space.

-Moose Condo Reno

Thank you Cruise for taking time reviewing your experience with our company.

enjoy your renovated condo in fullest.

lots of love

Moose team

Marco thank you for your review, it was a great pleasure working in your home.

Moose team

Hello,

Its great to hear you loved the final outcome our team worked hard to make sure you were happy every step of way. We hope to take on another project for you in the future.

Moose team