Kratz Home Ltd.

Warranty service not provided on poor workmanship of framing.In our brand new house, as being built by Kratz, Kratz framers knowingly installed cracked and broken boards. When notified of the issue and that we wanted it fixed (June 2013), framers let us know it was fixed. The issue seemed to be resolved for a short period of time, but soon resurfaced indicating it was not fixed but a bandage solution until work was completed. Upon notifying Kratz again of the issue in November 2014, we received no response back up to and including November 2015. We were finally able to get a hold of them in December 2015 and expressed our concerns again to which we were informed that because we built to lockup, none of the work would be warrantied even though framing was included in the work they completed. Desired SettlementFor Kratz to come back and fix the faulty stairs.Business Response In response to the complaint by [redacted], 1) the stairs in question were in her words resolved in June of 2013. The issue was resolved for a short period of time yet we didn't receive any notification that there was a problem until November of 2014, a year and a half later in which the house I am guessing was finished. With lockup housing we are no longer inspecting the house as we would with a complete build and have no idea what may been done by trades or the customer in this length of time. Even under the home warranty there is only a year from turnover in which to bring to light any deficiencies. Now with, (I am sure carpet and finished walls), [redacted] wants us to come to repair the stairs which will be more labour intensive then if we would have done it shortly after the initial repair. 2) We at Kratz Homes have done goodwill in the past and present but that is a privileged decision by us, and not to be expected right by a customer that wanted to do most of the work themselves and also in that they broke their contractual agreement when they bought a Creeks lot in which there is supposed to be a certain amount of frontage green space which they ignored by pouring concrete from property line to property line. This in turn brought forth a number of phone calls from neighbours and later the developer resulting in Kratz Homes almost losing their priviledge of being one of the builders in the Creeks. [redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)In short, we are not satisfied with Kratz's response. The stairs were built with cracked wood (for which we took pictures of the issue while the framers were still working, along with the 'fix'). Our issue has nothing to do with any other finishing that took place afterwards, merely the poor quality construction and cracked materials that were used by Kratz in framing our house. In response to Kratz's other concerns, while completely unrelated, we have no problem addressing them. There were a number of other issues that it appears Kratz is unaware of that caused frontage decisions to be made, and to this day not rectified. A dispute over property lines by adjacent neighbors, and the entire area grading that drains into our backyard without a way to remove it have caused us to take legal action. Until such time as the legal action is resolved no changes are being made to the frontage of our property. The Creeks have been made aware of this and no further concerns have come up. Final Business Response Kratz homes will fix the squeek if the stair covering is removed and replaced at home owners expense and the front yard area is redone as per the creeks guide lines. There will be no other costs ensued by Kratz homes such as touch up painting for example. [redacted] Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)This works for us, we will contact kratz when we are ready for them.