Montorio Homes Response

Thank you for your feedback. Building a home involves a complex series of coordinated steps, multiple trades, strict industry standards, and legally binding timelines. While we always aim for a seamless experience, it’s important to explain how and why certain decisions were made, and to distinguish between normal new-home conditions and legitimate warranty items. 1. Possession Timing & Contractual Requirements From the start, you expressed you were not in a rush to move in and were willing to wait longer if needed. While we appreciate that flexibility, we are also bound by contractual possession dates that must be upheld. These dates are not arbitrary—they are set out in the purchase agreement and tied to legal, financial, and operational obligations. If we fail to meet those dates, the builder becomes exposed to penalties, lender complications, insurance issues, and scheduling disruptions across numerous active projects. In short: honoring possession dates is a core part of running a compliant, sustainable building business. That said, meeting the possession date does not mean sacrificing quality. The home met occupancy requirements and was built according to code and industry standards at turnover. Like all newly constructed homes, some items may require adjustment after move-in, which is why warranty processes exist. 2. Post-Possession Service & Deficiencies Every home—regardless of builder, price point, or customization—will have deficiencies identified once a customer begins living in it. This is simply the nature of new construction: materials settle, seasonal changes occur, and minor imperfections appear as a home adjusts. The builder did address items you reported and continues to respond through the warranty process. Some repairs may appear minor or “band-aid-like,” but many finishing corrections are small touch-up procedures by design and are industry standard. The comment that “homes are built by humans” was not intended to dismiss your concerns, but to acknowledge a universal truth: no home is delivered absolutely flawless. Even the highest-end custom homes undergo post-possession service. 3. Garage Door Opener Garage door openers are mechanical systems that occasionally malfunction and require adjustment. The issue described—intermittent self-opening—is typically related to electrical interference, sensor alignment, or remote frequency conflict. These are known issues in the industry and not tied to the quality of the build itself. A Wi-Fi opener is not included unless purchased as an upgrade; however, we can still diagnose and correct the current opener under warranty. 4. Interior Finishes (Paint, Cracks, Doors, Touch-Ups) Minor paint imperfections, settlement cracks, and door adjustments are expected in every new home as framing and materials acclimate. These items fall under routine warranty service and are not indicators of poor construction. Touch-ups are completed according to trade standards, but some paint blending may remain visible depending on lighting and texture. 5. Tile, Faucet Finish, Kitchen Island Loose tiles or shifting components generally relate to material settling or early-use conditions and are routinely addressed through warranty claims. Having reviewed your file, these items were not reported in the 3 month service report to Montorio. Faucet finishes can wear depending on cleaning products, water hardness, and normal use. These items do not indicate improper construction. 7. Floorboards & Seasonal Gapping Wood and engineered flooring naturally expand and contract with humidity changes. Small gaps are expected within the first year. Flooring manufacturers consider this normal behavior, not a defect. Significant separation—if present—would be reviewed and addressed accordingly. Having reviewed your file, these items were not reported in the 3 month service report to Montorio. 8. Garage Concrete Cracks Concrete naturally cracks due to shrinkage and curing processes. Hairline cracks are expected and accounted for in industry guidelines. The cracks described at possession were reviewed and deemed non-structural and within normal tolerance. 9. Glass Railing Glass railing movement typically results from hardware settling and can be tightened or adjusted quickly. These railings are engineered and installed according to code; a slight shift does not mean they are unsafe or improperly installed. Having reviewed your file, these items were not reported in the 3 month service report to Montorio. In Summary Your concerns are acknowledged, but it’s important to distinguish between legitimate issues and standard new-home conditions. The builder delivered the home in accordance with the contract, met the required possession date, and responded to service requests through the proper warranty channels. Many of the concerns raised are normal occurrences in the first year of a home and not indicators of rushed or substandard construction. Many of your items were not outlined in the 3 months service review; therefore, I encourage you to bring these items to the attention of our customer service department at: customerservice@montorio.ca. We remain committed to addressing warrantable items, but it’s equally important to recognize that not every post-possession imperfection reflects a construction failure. The home was built to code, inspected, and turned over within contractual requirements, and we continue to support you within the scope of the warranty.