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    The Open Door Blog


Whether you own a new home or condo, are considering buying one, or just love to dream about it, the Open Door blog is here to share stories that can help you protect what is likely the biggest investment of your life.

The Open Door blog is published by Tarion, a non-profit corporation that administers Ontario’s New Home Warranty Plan and registers all new home builders in Ontario. Click here to learn more about us.


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Help! I’m Melting. I’m Melting
September 15, 2015
Help! I’m Melting. I’m Melting

Tarion helps resolve improper installation of heating and air conditioning unit.

When you buy a new home, you have certain expectations. Such as having a heating and air conditioning system (called an HVAC system) that works! When a brand new HVAC system isn’t working, most homeowners assume they’ve been sold a bill of goods. But what’s more likely is that the system works – it just wasn’t installed properly. And that’s exactly what happened to new homeowner Larry (not his real name).

Larry discovered a couple of problems with this HVAC after he moved into his new home. It was loud. Even worse, it wasn’t keeping his house cool!

Working with the builder and professional trades.

A builder relies on many professional trades, such as licensed HVAC installers, to build a home. Each trade has an important role. When one professional trade fails to deliver, issues invariably arise. When Larry discovered his HVAC system wasn’t working properly, he called his builder to discuss the situation. The builder sent over a new HVAC crew to take a look at the problem. As in most cases when a brand new system is not working properly, the new company found that the system had been installed incorrectly. But, they were also hesitant to fix someone else’s work. That was especially challenging because the original company that had installed the system in the first place had gone out of business (hmmm… wonder why?).

Larry was feeling stuck between a rock and a hard place because the builder kept stalling on scheduling the repair. Finally, poor sweaty Larry received a letter from the builder stating that they would not fix the HVAC system as part of the home’s warranty.


Emergencies are defined as deficiencies that need immediate attention or they would cause damage to your home or risk your health and safety. For example, losing heat in December or a gas leak would qualify as an emergency.

Time to contact Tarion.

So that’s when Larry contacted Tarion for advice. At this point, he was frustrated, upset and hot. He believed his was an emergency situation. Although Tarion does have emergency procedures, this did not qualify as a one. Emergencies are defined as deficiencies that need immediate attention or they would cause damage to your home or risk your health and safety. For example, losing heat in December or a gas leak would qualify as an emergency.

Nevertheless, Tarion recognized Larry’s problem needed to be fixed. Tarion recommended that he submit a Year-End Form so we could work on a solution.

Tarion contacted the builder and worked together with Larry to come to an agreement on the repair. The HVAC system was fixed and Larry can now enjoy his brand new home all year round.

Lessons learned:

  1. Before you move into your new home, it’s important to undergo a thorough Pre-Delivery Inspection (PDI) with a checklist to make sure you don’t miss anything. If there are items you cannot inspect because of the season, make sure that this is noted on your PDI Form.
  2. Understand what is covered under each separate warranty (year 1, year 2 and years 3-7) so you can resolve issues before it is too late.
  3. Performing seasonal maintenance is a good way to catch issues before they become problems.

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The goal of this blog is to provide you with general information about the warranty process by sharing real experiences from new homeowners. The blog should not be relied upon as legal advice. For privacy reasons, we will not address or resolve current cases in a public forum, so any comments or questions that are posted on this site that describe individual cases cannot be discussed. If you have a question about your warranty or Tarion generally, we would be pleased to discuss your issue, in the context of your particular circumstances and in confidence. We exercise reasonable care to avoid offensive, illegal or defamatory content from being posted, as well as comments that are intended solely for self-promotion or considered to be spam.