Klair Custom Homes (Edmonton) Ltd

Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ Dear Sir/Madam, Please be advised that our team was there for everything to make a buying experience simple for the buyerOur supervisor did walk through with the home owners prior to the possessionThe buyer was fully satisfied except some deficiencies which were noted on the possession certificate at time of possession The deficiencies were rectified by our trades one after the otherWe have a copy of the possession certificate initialed by the home owner as a proof of rectified deficienciesOur trades/supervisor was continuously communicating with the homeowner about trade days, times and the deficiency to be worked on The homeowners were informed every time someone went in or came outOur supervisor was not able to drop the keys the same day, we agree however the homeowner was informed for the same and the keys were drop to them on a agreed timeWe have the copies of text message between our trade/supervisor as a proof of same We did receive emails from the client and all the emails were responded within a day or soSome of the issues were not addressed in emails because they were talked on phone As for the cleaning, we have talked to all trades and hired a service specialist to ensure that this problem does not happen againAs they have informed us that they clean and leave the house the way they enter it We have all the relevant documents to this matter, if you please to see themWe hope this satisfactorily answered the concernsIf you have any further questions please feel free to contact Sam S***: [redacted] We would like to apologize for any inconvenience you may have felt in this process Thanks Sam S [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately the business failed to answer any of our concerns in their reply There was never an issue with the initial walkthroughWe already made that clearThe issues came after, once the deficiencies were noted and nothing was done about them, or it was not done to an acceptable standard The deficiencies were not rectified by the trades one after th otherIf the business could forward the possession certificate initialed by us, that would be great, as we never received a copy of this and the last time someone was here to get us to sign something, they didn't know where the original deficiency list was, and didn't even know what all of our concerns were The trades did let us know when they would be by to work on the deficienciesUnfortunately, they never actually stuck to those timesThey would come days later, or at different times, when we were not expecting themI will give two concrete examples here: On August 6th, Klair Custom Homes texted us (after we complained about the huge mess in the bedroom/bathroom after drywall work was done) to say they would be in that day to complete the work, cleaning to be done, and a check by Klair themselvesThey didn't show upWe texted them back on August 7th asking why they hadn't been in, and they said they had some other urgent workNo heads up; nothing On August 20th, we were told in person that someone would be in to fix the pantry door which was sticking, the next dayAs we were about to leave for dinner that same night, a trade showed up to fix the doorWe ended up having to cancel our dinner plans because this trade showed up a day early, unannounced, and we did not feel comfortable leaving them in our home without us there once again Klair Custom Homes states in their response that we were informed every time someone went into our homeThis is absolutely falseI came home multiple times to see things moved around, and I checked with my partner to make sure Klair had not informed him either, and they had not They had our key for nearly a yearThey may have text messages from their trades about the key finally being dropped off at an agreed time, but that was after months and months of them holding it The response also states that all emails were responded to "within a day or so"If by "or so", they mean weeks later after multiple attempts to contact them, then yesI have many copies of emails that were not returned that I would be more than happy to forward onThe fact that Klair has done nothing but deny the concerns in their response is even more aggravating than the original issuesTake a look at how long it took them to respond to the claim: over two weeksThis is a direct indication of how long it takes them to get back to us, and how inefficient they are at doing so I can't say as I understand the response to the cleaning concernsI let them know multiple times that I expected the mess they made to be cleaned upOn multiple occasions (tile backsplash, drywall in bathrooms) it was notThere is still, as I type, a thick coat of drywall dust on top of the doorframe from their work in August I have not received a response that I find acceptable and I am finding it difficult to work with the business when they will not accept any responsibility or own up to their mistakes At this point, my next step will be to submit a complaint through the Alberta New Home Warranty, which I see via the reviews another complainant has done as well This has gone past the point of frustrationThe response from the business did not do them any good in terms of rectifying the situationThis is certainly a lesson to us on researching builders more heavily before choosing one, and I hope it is a lesson for Klair Custom Homes in how to properly treat customers and provide better service Final Business Response / [redacted] (4000, 20, 2015/12/04) */ We once again would like to apologize if you feel our work was not completed to standards, as for the workers leaving a mess we have addressed any issues with this problem, initiating a zero tolerance policy for anyone going into complete service and leaving without cleaning or setting up a cleaningWe have also hired a full time service specialist to sort out any service issues and ensure work is completed in the proper manner We understand that you would like to go to Alberta Mew Home Warranty, they will give us a list of items that need to be done based on the codeWe will complete these items up to your standards Sorry again, If you feel we have not been treating you fairly If you have any questions, please call me and I will walk through the issues with you or feel free to stop by the office Sam S [redacted]

Initial Business Response /* (1000, 5, 2015/09/02) */
Dear Sir/Madam,

Please be advised that our team was there for everything to make a buying experience simple for the buyer. Our supervisor did walk through with the home owners prior to the possession. The buyer was fully satisfied ...

except some deficiencies which were noted on the possession certificate at time of possession.

The deficiencies were rectified by our trades one after the other. We have a copy of the possession certificate initialed by the home owner as a proof of rectified deficiencies. Our trades/supervisor was continuously communicating with the homeowner about trade days, times and the deficiency to be worked on.

The homeowners were informed every time someone went in or came out. Our supervisor was not able to drop the keys the same day, we agree however the homeowner was informed for the same and the keys were drop to them on a agreed time. We have the copies of text message between our trade/supervisor as a proof of same.

We did receive emails from the client and all the emails were responded within a day or so. Some of the issues were not addressed in emails because they were talked on phone.
As for the cleaning, we have talked to all trades and hired a service specialist to ensure that this problem does not happen again. As they have informed us that they clean and leave the house the way they enter it.

We have all the relevant documents to this matter, if you please to see them. We hope this satisfactorily answered the concerns. If you have any further questions please feel free to contact Sam S[redacted]: [redacted].
We would like to apologize for any inconvenience you may have felt in this process.

Thanks
Sam S[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately the business failed to answer any of our concerns in their reply.
There was never an issue with the initial walkthrough. We already made that clear. The issues came after, once the deficiencies were noted and nothing was done about them, or it was not done to an acceptable standard.
The deficiencies were not rectified by the trades one after th other. If the business could forward the possession certificate initialed by us, that would be great, as we never received a copy of this and the last time someone was here to get us to sign something, they didn't know where the original deficiency list was, and didn't even know what all of our concerns were.
The trades did let us know when they would be by to work on the deficiencies. Unfortunately, they never actually stuck to those times. They would come days later, or at different times, when we were not expecting them. I will give two concrete examples here:
On August 6th, Klair Custom Homes texted us (after we complained about the huge mess in the bedroom/bathroom after drywall work was done) to say they would be in that day to complete the work, cleaning to be done, and a check by Klair themselves. They didn't show up. We texted them back on August 7th asking why they hadn't been in, and they said they had some other urgent work. No heads up; nothing.
On August 20th, we were told in person that someone would be in to fix the pantry door which was sticking, the next day. As we were about to leave for dinner that same night, a trade showed up to fix the door. We ended up having to cancel our dinner plans because this trade showed up a day early, unannounced, and we did not feel comfortable leaving them in our home without us there once again.
Klair Custom Homes states in their response that we were informed every time someone went into our home. This is absolutely false. I came home multiple times to see things moved around, and I checked with my partner to make sure Klair had not informed him either, and they had not.
They had our key for nearly a year. They may have text messages from their trades about the key finally being dropped off at an agreed time, but that was after months and months of them holding it.
The response also states that all emails were responded to "within a day or so". If by "or so", they mean weeks later after multiple attempts to contact them, then yes. I have many copies of emails that were not returned that I would be more than happy to forward on. The fact that Klair has done nothing but deny the concerns in their response is even more aggravating than the original issues. Take a look at how long it took them to respond to the claim: over two weeks. This is a direct indication of how long it takes them to get back to us, and how inefficient they are at doing so.
I can't say as I understand the response to the cleaning concerns. I let them know multiple times that I expected the mess they made to be cleaned up. On multiple occasions (tile backsplash, drywall in bathrooms) it was not. There is still, as I type, a thick coat of drywall dust on top of the doorframe from their work in August.
I have not received a response that I find acceptable and I am finding it difficult to work with the business when they will not accept any responsibility or own up to their mistakes.
At this point, my next step will be to submit a complaint through the Alberta New Home Warranty, which I see via the reviews another complainant has done as well.
This has gone past the point of frustration. The response from the business did not do them any good in terms of rectifying the situation. This is certainly a lesson to us on researching builders more heavily before choosing one, and I hope it is a lesson for Klair Custom Homes in how to properly treat customers and provide better service.
Final Business Response /* (4000, 20, 2015/12/04) */
We once again would like to apologize if you feel our work was not completed to standards, as for the workers leaving a mess we have addressed any issues with this problem, initiating a zero tolerance policy for anyone going into complete service and leaving without cleaning or setting up a cleaning. We have also hired a full time service specialist to sort out any service issues and ensure work is completed in the proper manner.
We understand that you would like to go to Alberta Mew Home Warranty, they will give us a list of items that need to be done based on the code. We will complete these items up to your standards
Sorry again, If you feel we have not been treating you fairly
If you have any questions, please call me and I will walk through the issues with you or feel free to stop by the office
Sam S[redacted]
[redacted]