I C R Services, Inc.

Initial Business Response /* (1000, 5, 2016/04/15) */
***
At Maple Leaf Homes our goal is to provide our customers with a quality product and we take customer satisfaction very seriously, in
this case we were not contacted or notified of any issue by the complainants
Our product is sold through a network of independently owned and operated retailers and the home referred to in this case was sold through an independent retailerUpon learning of this complaint the retailer was immediately contacted and given the opportunity to provide an explanation as to why their customer felt they had reason to complainThe retailer's representative explained that during the sales process the customer and the retailer enter into a purchase and sales agreement, in the Purchase and Sales agreement between the complainant and the retailer it was clearly noted in schedule G that the exterior and interior cleaning of the home was the responsibility of the homeowner, this clause was initialled, signed and dated by both homeowners
Part of the manufacturing process prior to the homes being shipped from the manufacturing facility is, each home is cleaned and inspected to ensure there are deficiencies and as part of our Quality Assurance program photos are taken of the exterior and interior of each homes for future referenceWe have reviewed the photos of the complainant's home and found it to be clean prior to the shippingSometimes during shipping the homes are subject to dust, inclement weather, snow, slush and other conditions which would cause the house to become dirty, dusty conditions could also cause fine dust particles to enter the home through vents and plumbing fixtures
We appreciate the feedback from the complainant however we feel their complaint should have been directed to the independent retailer with whom they entered into an agreement and not Maple Leaf Homes
Initial Consumer Rebuttal /* (3000, 7, 2016/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response*** or maple leaf homes owe me money for the extra dirt I had to clean

Initial Business Response /* (1000, 8, 2017/02/27) */
We are sorry to hear that [redacted] had an unpleasant experience with the purchase of his new home.
Maple Leaf Homes (MLH) is a manufacturer of factory built homes, our homes are sold through an independently owned and operated retailer...

network.
[redacted]'s home was purchased from [redacted] in 2011. Patterson Homes is not a distributor, an agent or an employee of MLH, [redacted] is an independently owned and operated business.
All MLH residential homes built and sold in Atlantic Canada come with a (1) one year manufacturer's warranty against defects in materials and workmanship only.
Every home come with a homeowner's manual which includes a new home inspection report which is required to be filled out by the homeowner and the retailer or a retailer's representative and returned to MLH for their records. The inspection report should have noted any deficiencies and /or damages. The homeowners file does not contain this information. Our homeowner's manual comes with information on how to report deficiencies or begin warranty claims. MLH must be notified in writing of any warranty claims prior to the expiration of the one year manufacturer's warranty, our records show no notification. There is also a procedure for warranty claims on products beyond MLH manufacturer's warranty, the manual includes the product manufacturer's contact information in order to submit a claim should a product fail, it is the homeowner's responsibility to submit a claim directly with the product manufacturer should the MLH warranty expire.
MLH did not deliver [redacted]'s home, [redacted] arranged the delivery using a private contractor. [redacted] indicates that MHL failed to do a promised site visit, this would not have been the responsibility of MLH where MLH was not delivering the home. [redacted] claims there were problems with the delivery i.e. the site wasn't large enough for proper delivery. This would not have been MLH responsibility, the delivery and set up would have been part of the purchase agreement between [redacted] and [redacted] not MLH.
MLH has no record of any issues with regards to a defective or damaged heat pump we are learning of this 5 years after the warranty has expired. We have also learned that the heat pump was initially installed by a contractor hired by [redacted] and we question why an installer would install a damaged unit.
MLH does not offer a one year re-levelling, it is not part of our warranty. The agreement to re-level within one year would have been an agreement between the homeowner and the independent retailer, not with MLH
I appreciate any feedback from any customer in this case [redacted]'s issue is not with MLH but with the business from which he purchased his new home.