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Complaint Details
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Initial Complaint
30/01/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Background:1-I bought a brand new house, with legal basement in ******, Nov 2023 (closing), builder is Truman 2-As per Rental agreement, the builder provided a Rental assist of $** (Called closing date assistance, received), with a **** Of $*** assist 3-A rent threshold of $**** is set by the builder (both units). The Monthly Rental Assist is equal to the difference between the threshold Rent & the Actual Rent 4-For rental purposes, the house has 2 units ********************* Dec, 2023, the house (both units) couldnt be rented out. However, the Main floor got rented out on **** Dec, 2023 (at $****/month)Dispute: 1-The builder refuses to provide rental assistance for the month of Dec, 2023. A number of email correspondence was done with the builder rep. ***** Acorn,************, ********************************** without any result.2-As per the builder email correspondence: a)The monthly rental assistance is for a combined monthly rent of both the upper and basement suites. Both units must be tenanted to qualify for the assistance. (The builder refers to 4-b in rental agreement) &b) The Purchaser shall be solely responsible for retaining the Property Manager, executing a ******************* Agreement and entering into one or more Tenancy Agreements. (The builder refers to *** in rental agreement)3-The issue is that for both ** *** ** in the rental agreement, doesnt mentions anywhere regarding both unit lease agreement, before applying for rental assistance.My Understanding:The rental assistance should kick in if either None or One unit or both units are rented, provided that the actual rent dont exceed the threshold ($****) set by builder. If the actual rent exceeds the threshold, then there is no claim.My end goal:The builder should compensate for Dec 2023 (Approx. $****), where the house was mostly vacant (minus * days rent, approx. $***). This should come from the remaining ($******) rental assistance **** Amount
Business response
30/01/2024
Hello
As per the terms and conditions of your Residential Rental Assistance Agreement, the Developer is only required to make the Monthly Rental Assistance payment once they receive an executed Tenancy Agreement for the entire Unit (which includes the basement suite) and the Term of the Tenancy Agreement has begun. The Developer is not required to pay the Monthly Rental Assistance if there is no Tenancy Agreement for the Unit. Please refer to ** of your agreement.
Thank-you.
Customer response
31/01/2024
Complaint: ********
I am rejecting this response because:1- The rental agreement for the main floor was already provided to the builder and have an acknowledgement email confirming that.
2- The basement was vacant for the whole month of Dec and therefore no agreement was in place to submit.
3- Again, no where in the contract it mentions that both the units have to be rented out to be eligible for claiming the rental assistance. The builder, (as mentioned in my complain) guided me first t* ** and later to ** (and now to **). All of those don't make any reference to all units to be rented for rental assistance eligibility
Sincerely,
*******************Business response
31/01/2024
The terms of the contract are clear. It is also very clear there is no tenancy within the unit, which again renders no payment when tenancies are not in place.
Please have your solicitor reach out to ours, so that the terms can be further explained to them and you.
Thank-you
Customer response
09/02/2024
Sorry for the delay as it is difficult to get hold of lawyer to get assistance
As per lawyer, there is no mention of both units to be rented for becoming eligible for the rental assistance.
If there is any written confirmation in the contract, it is requested that the builder provides that information, to be then reviewed by the lawyer
Initial Complaint
12/04/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have purchased a house from Truman homes in the ****** landing community of ***********, **, I signed the purchase agreement in *** **** and based on that my front elevation had stones on it, however later after couple months my house blueprints were missing the stones and were replaced by smart boards, when we reviewed the blueprints with the Truman sales person we were told this happened due to architectural control and usually its very random and almost half of the houses in your lane/street won't have it and they can't do anything about it. I visited the neighborhood before possession day during *** **** and noticed every single house in our lane has the stones on their front elevation except ours and they were all build by Truman,I reached out to Truman sales person again via email and this time he gave me a different reason and mentioned normally they don't provide stones on the houses with Porch, I clicked a picture of the corner house (******************************* on the same street who has porch and still has stones and emailed it to sales person and this time its again a different response "This would be a cost as the ** wanted this. Cost would be resubmitting new elevations to the developer and the city plus cost of stone. This if allowed would be a larger number. It would save you money if you did it after possession". Finally I got the possession on ******* *** ***** I have stopped complaining about this but I am not at all satisfied with their responses, if this was not about architectural control, I would want them to get stones on my front elevation or compensate me for the same by paying the cost of it.Another issue worth mentioning is the contractor forgot to connect the heat in my master bedroom, I complained about it on *** ** **** and they finally fixed it on ***** ** ***** ** ****** ******* *** *********** ******* ****** ******* ** ** *** ** ***** ***** ****** *** ************ *** **** ** *****Altogether they were great, except above issues.Business response
12/04/2023
The home has been built and delivered exactly as provided within the purchase contract.
Architectural control revisions did in fact occur and any of those mandated changes were provided to the customer for their review, acknowledged and accepted.
A service call was placed regarding a heat item in the master ensuite, which was rectified.
Thank-you.
Customer response
12/04/2023
Complaint: ********
I am rejecting this response because: my questions remains the same, at the time of signing purchase agreement I had stones on front elevation, however they were removed when I reviewed and signed the blueprints. In simple words I am asking if the stones from front elevation were removed due to architectural control as mentioned to me by Truman or there is another reason?If this was about architectural control, I will reach out to ******* and sorry to bother Truman for this.
Sincerely,
***********************Business response
13/04/2023
Please refer our previous statement.
It has been replicated below.
"The home has been built and delivered exactly as provided within the purchase contract.
Architectural control revisions did in fact occur and any of those mandated changes were provided to the customer for their review, acknowledged and accepted."
As stated above architectural control revisions were required. These revisions included removal of the stone, the front door location changed, slight window modifications and the front ***** roof lines were changed as well.
As you have indicated yourself, these plans were reviewed and the changes as noted above were made accordingly.
Thank-you.
Customer response
13/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.