Build Lesson – Check references
Late in the summer we were about to pull the trigger on a significant part of our home that was to be completed by a relatively new supplier to the building market — DaroTopp. They had a new product that perfectly suited our needs and price point. We were told by them that the product we needed was used extensively in Europe but had not been done in our area so seeing it in place wasn’t possible – so presumably there were no references from builders or home owners.
A week prior to the deadline to our decision, we received an email through our website from Lorie Boucher of Ottawa who is also building a sustainable home with very similar features and had engaged this supplier. She offered a big warning in a very professional manner by explaining in detail what had transpired for her and a second owner in Kingston Ontario to unsatisfactory results – as they put it – disastrous and costly. They pointed out at that time that their homes were yet completed and so they were hoping the supplier would rectify.
With stories in hand I approached Daro in one of our meetings and asked their perspective. The supplier’s retort was that they had not installed the product and that the installers were to blame in both cases. While I listened to this defense, I recalled that Lorie had said that the president of the company did the install himself…
So lesson 1 and 2. One, look for and check references and two, confront any negative references to see how the supplier handles it.
In the end the supplier failed to repair the substandard jobs and as a result the home owners are unhappy with the product and will have to find means to redo or rectify on their own at their own costs.
As a result of this experience we are glad to have moved on to another supplier. Now, one more thing that comes out of this – the power of the web to connect and protect consumers from the false claims, poor workmanship and less than quality products that seem to be prolific in the building industry. By being vocal and looking out for each other, we can create an environment where it is next to impossible to sell consumers down the river.