Dear Mr. Graham,
We are clients who signed a building contract with Karoleena on June 1st, 2015.
Since that time, we’ve been subjected to 160+ deficiencies in our new home, many of which have yet to be resolved.
We were told by Phillip Stagg-Tanner “not to worry” about final billing back in July of 2016, however, despite repeated requested for final billing since that time, during which we have incurred no additional expenses on our Karoleena bill, our requests have been completely ignored.
Perhaps YOU can appreciate that WE have financial interests and obligations OTHER than our Karoleena house-building project that we would like to address and resolve.
By result of deficiencies and a failure to deal with billing, we’ve foregone our annual 6-month trip to Arizona (fortunately so, as the HVAC system failed completely when the temperatures fell below 0C). We then gave up a long awaited trip to South America, because we could trust either the HVAC system OR the plumbing in our new house.
Meanwhile, I’ve sent numerous emails to your staff, Phillip Stagg-Tanner and Kapul Gill, from whom I do not receive replies for weeks to months on end.
Here is a copy of my email to Kapul on January 10th, for which I have YET to receive a reply. Since then, I have sent 3 more emails to Kapul detailing 2 additional deficiencies and a request for the courtesy of a reply.
We want to be FINISHED with this project and our dealings with Karoleena ASAP.
PLEASE get your people in order to deal with their customers.
I sent the email (in italics) below to Phillip on December 19th, and have not yet received a response.
The only resolution to the issues listed was that the HVAC system was finally fixed properly. Note: My original request was sent on December 9th, and the email I sent on the 19th was a reminder.
After yet another sleepless night caused by the stove-top vent (missing damper) and metal siding banging constantly in the wind, I’m asking that those issues be resolved ASAP.
I’ve added video links so you can listen to the noisy stove-top vent as well as see the latest deficiency – the self-opening closet door.
Lastly, when can we expect a final tally/billing? We are tired of not being able to make plans due to HN’s refusal to deal with the billing issue. Considering we’ve incurred no expenses for 7+ months, it’s unfair to continue to hold us hostage on a project that has more than put us through the ringer.
We request that all outstanding issues be dealt with ASAP. Kindly don’t make us wait weeks for a reply. Trust me, we want this project finished even more than you do.
We have yet to be contacted by the heating contractor to fix the issue reported on December 9th.
Deficiencies still outstanding include:
Kitchen backsplash – Poorly installed, looks lumpy.
Kitchen countertops – Defects which were pointed out on Day 1 haven’t been repaired.
Kitchen stove vent – still bangs in the wind. Turns out that the internal damper was never installed.
Kitchen under-cabinet lighting – frequently flickers when turned on. Note: this is not on a dimmer switch.
Millwork flaws – Tom from Modern Millwork fixed what they were responsible for, but flaws caused by Karoleena still need to be repaired or replaced.
Powder room flooring – was supposed to be tiled as per the specs.
Powder room vent – not venting.
Door from house to garage – big gap.
Handle on door from house to garage – not at all solid. Same issue as door to back deck had. Clearly substandard hardware.
Heating system – At temperatures below zero, the system not only can’t keep up with demand, but it gets stuck on Stage 1, doesn’t go to Stage 2 and heat pump keeps running. System needs to be manually switched over to Emergency Heat.
Flooring – delaminating along edges in several places. Not properly glued in others. Big gaps between boards.
Siding on west side of house – a few pieces bang in the wind and because no effort was made to create a sound barrier, the banging is very loud inside the master bedroom.
South-facing windows on upper floor – Scratched.
Metal siding overall – Oil-canning looks horrendous. Completely unacceptable.
Master bedroom sliding screen door – Supposed to be able to latch it, but there’s nothing on frame to latch onto. Bangs in wind, opens and closes on its own.
Metal siding on garden shed at front of house – scratched all over. Why wasn’t this replaced?
Front hall closet door re-opens on its own no matter how carefully it is closed.