Terzetto Homes was supposed to renovate the entire second floor, the electrical, and the plumbing of our 3500 sq ft home. As has been explained in a previous review on Homestars (and alluded to in a prior review below this one), beyond bathroom and kitchen aesthetics, the ability of this extremely young company (est. late 2021) to build and renovate with knowledge of the Building Code and common practice in the trades, is quite limited. We experienced it first-hand. They had been informed, 6 months before the start of construction, through the DSR (Designated Substances Report) we had submitted to them, that our 1970 home contained asbestos. Therefore an abatement was required, by a specialized sub-contractor: this implies specific disclosures, work procedures and site preparations (negative pressure and air extraction), and PPE (full-face respirators). When we realized that they were about to start demolition without abating, we wrote to them to stop any further work. Terzetto did not acknowledge that email. In our later conversation, they said they had lost track of the report and appeared not to know what an abatement was. Yet protecting workers from exposure is the law. Our project also required the removal of load-bearing walls, which meant the structural integrity of our home needed to be preserved. Yet the designs in the application Terzetto prepared and wanted us to submit for a city permit (putting us owner as the designer) did not have any sign-off, declaration, or notes for construction: there was no signature (by Terzetto), no engineering stamp, and no BCIN (Building Code Identification Number). When we questioned them, Vivians answer was: After reviewing the city reply we would provide the appropriate signatures and BCIN stamps if needed. In other words, the design had simply not been reviewed by an engineer. Terzetto was willing to risk the integrity of our house and the safety of the carpenters working from those plans. When we looked into the details of those drawings, we found out that anything beyond graphic design i.e an actual of understanding of the requirements of construction is beyond their capacity. Critical pre-existing elements of the house were not considered: in all three bathrooms, the ducting and prior structure were completely omitted as if they were working from a blank page. An attic hatch was placed in one of the bathrooms: terrible idea since condensation and temperature differences would lead to moisture. And they chose to draw the hatch in a location with no space for ladder access. Drawing measurements in all rooms were also off from the actual (onsite dimensions) by 6 to 18. And the list goes on. Due to these red flags, and further mistakes, we had to pause the project. Months later, despite the laundry list of errors, we still gave Terzetto the opportunity to finish a smaller basement project: their estimates came back 60% above the competition. So we made an offer to settle: at that point as well, the counter was unreasonable, and unsubstantiated. To date, they have yet to refund us our $79,344.92 deposit.
- Approximate cost of services:
- $100,000.00
- Company Response
Dear Antoine and Shelley,
Thank you for your detailed feedback regarding your renovation project. We appreciate the opportunity to clarify the situation and address the concerns you’ve raised.
First, regarding the asbestos abatement, while the initial report was shared with us, there was a transition in our project management at the time. We acted as soon as the oversight came to light, halting all demolition work until a certified abatement sub-contractor could be engaged. At no point did we proceed with demolition without ensuring the safety of both workers and residents. Safety has always been our top priority, and we ensured that the correct steps were followed as soon as we identified the issue.
We had prepared all the necessary documents for you (owner) to submit the drawings to the city for the permit application. Since the house already had another general contractor apply for a building permit, we were not permitted to obtain a second one. However, you did not proceed with the permit submission and instead hired another company to demolish the wall, including the structural wall you had mentioned. It was during our site visit that we discovered the structural wall had been removed, and we immediately notified you about the issue.
In terms of the design discrepancies you mentioned (such as ducting or attic hatch placement), our designs are always created based on the initial assessments and industry-standard practices. If any design adjustments were necessary, they would have been addressed during the construction phase, and we consistently strive for accuracy in all our work. The measurements you highlighted would have been corrected during the construction process, as design drawings are often revisited and refined once on-site work commences.
Regarding our estimates for the basement project, we would like to clarify that the pricing was fully agreed upon before work began. The initial estimate of $160,000 was accepted by you, and a deposit was paid. We ensure that all our estimates are transparent, reflecting the quality of materials, labor, and regulatory compliance required. While we understand that later comparisons may have raised concerns, it’s important to note that our pricing was fully disclosed and accepted prior to commencing the work.
Additionally, we would like to acknowledge that the Greater Ottawa Home Builders Association (GOHBA) conducted a thorough review of the matter. After completing their investigation, GOHBA found no improper conduct on our part that would warrant further action. As a result, the case has been closed, reaffirming our commitment to professional standards and proper building practices.
The GOHBA Complaint Committee also recommended that we continue open lines of communication to work toward a resolution that is mutually agreeable for both parties. In line with this, we have already reached out to you directly with a settlement offer, and we remain committed to resolving this matter fairly.
As for the deposit, we understand this has been a point of concern, and we have already reached out via email to propose a resolution. Given the time and resources already invested in the project, including materials and labor, we have offered a partial refund. We remain open to further discussions on this matter and are committed to resolving it in a way that is fair for both parties.
Sincerely,
The Terzetto Homes Team