we were more focused on quality than the speediness in which the possession was given, we were never in a rush to move in as we already had a house , we mentioned that on multiple occassions that even if takes couple of more months to complete the house we are more than happy to wait, but builder totally disregarded and told us that we have to get the possession on a certain day that has been proposed by them to avoid any penalties... since moved in we started noticing the issues with finishing the house and followed up with the builder, we got some things done (like a band-aid on a wound) but things keep coming up.... we were told that "the houses are built by humans so you may notice and see some flaws" to which our answer is that " did you take that into consideration in the pricing of the house?" , absolutely not... we had issues with our garage door since day 1 as it keeps opening on its own at random times and we have to be on toes all the time to ensure we are there to address that and close to avoid any mishaps, almost 750 k house and you cant even provide a wifi garage opener or fix the issue once and for all is ridiculously ridiculous, the paint is not done perfect and we have started noticing cracks in the walls, door dont close properly and when that issue got fixed, there was no paint touch ups done to hide the nails, gutter above the garage door pulls all the water on the driveway like Niagra Watergfalls, ensuite tile has started to come off the wall, kitchen faucet has already started to fade the black color and we can see the steel under the black color, kitchen island is already disjoined from the wall and separated, floor boards have split from their joints at couple of places, it feels like some newby has finished the job without any experience of building a house, garage floor has huge cracks from day one and we were told its normal, stones on the garage exterior wall fell off within days, we upgraded to glass railings and one of the glass moves freely and feels like it can come out anytime soon and fall on someone and there are many small things to get fixed
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.
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We had a very positive experience from start to finish, Saja and Ana were an absolute joy to work with. They made our family feel so special and really went out of their way to meet our needs.
Overall, good build quality; however, the builder still cuts corners with some materials. There is a disconnect between design selections and the final products installed in the home. Some suppliers were very helpful and went above and beyond in making suggestions, while others could not care less about the client's needs/wants. Montorio's customer service is responsive in following up about correcting deficiencies.
We are happy with the quality of workmanship with the house itself so far, some finishing items to work out at the 3 months mark but overall happy on that end. The rough grade contractor left the public sidewalk an absolute mess with packed clay and dirt. Garbage was left strewn about (wood 2x4s, cuttings, paint rollers, etc.). The driveway has developed several cracks, the two most severe occurred before they even came back to cut the relief lines. We want to seal our driveway but the instructions indicate cracks are to be sealed first. Jim from Montorio told us to go ahead and seal it and they will be coming to do crack sealant later on. How is that to adhere when the sealant has already been applied? We are very nervous about the long term integrity of our concrete work, and disappointed that the concrete work gives visitors the first impression of the quality of our beautiful home.
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i have known the team at Montorio for many years. I trust them all.
My wife and I moved from Manitoba to a new montorio home, the house itself is well built but has a small list of deficiencies, everyone we have spoken to and met in person representing montorio homes have been very helpful and great to deal with. However, the process of purchasing this house was the worst experience we have ever dealt with. Pam Aulakh showed many signs of unprofessionalism and minimal effort put into her job. While in the process of negotiation she sent multiple documents for us to sign that were not what we agreed upon and after we requested corrections she would tell us to just sign it and she will fix it later. After refusing to sign documents we don’t agree because we no longer trusted her on very important paperwork she showed frustration in the fact that she had to do more paperwork to fix her own mistakes. After agreeing on a price she made attempts to bully us into removing conditions before we were ready as a long weekend was coming up and the reason for what I assume was she wanted to leave work early rather than wait for our deadline on conditions. Through time of waiting on our finance condition to be approved we had to push our condition removal date and it led to Pam asking for our pre approval sheet which contained private information that she has no right to see, not only did she ask us for it but she went behind our backs and asked our mortgage broker directly for those private documents. Both our realtor and mortgage broker who have been in the business for +20 years told us they have never been asked this before and were very concerned as to why she’s asking for such personal documents. At the same time she would tell our realtor one thing and then send us documents to sign that were the opposite of what she told the realtor, every step of the way felt like she was trying to trick us into signing the wrong documents. There was a point where we were on our way to Alberta with all of our belongings and Pam sent a document out of no where pushing our possession date 2 weeks later, then when we denied she wouldn’t confirm our possession date and told us “we will let the lawyers decide”. Please imagine the feeling we had knowing we are driving on our way to a house we don’t officially know when we’re going to have. That being said, our home inspector said it was a well built house, our realtor told us montorio has a great reputation for building good homes, Jorge was great on the move in walk through. But Pam made us never want to buy a new home again if we have to deal with her and go through that again. We spoke with 2 other montorio home buyers and they all had the same experience with Pam while purchasing. I have a hard time recommending to others a Montorio home simply because of her, Buying a home is one of the biggest purchases in life and she is directly hurting Montorio’s business as she’s the face of the company for everyone buying your homes. She should not be in the position she is in as mentioned before, our realtor talked highly of Montorio but after our experience I don’t think he will have as strong of a recommendation to other buyers going forward.
Thank you for taking the time to share such detailed feedback about your experience. While we are pleased to hear that you’re happy with the quality of your home and the support you have received from our team during possession, we’re very sorry to learn about the challenges you faced during the purchase process. Your comments about the communication and handling of documentation are concerning and do not reflect the level of professionalism and care that we expect from our team. Buying a home should be an exciting and positive experience, and it’s clear that we fell short of that expectation in your case. We take your feedback seriously and will be speaking further with our Area Manager to review this situation in detail. Our goal is to ensure that all future interactions meet the high standards of service that our customers deserve and that issues like this do not recur. Thank you again for bringing this to our attention — your honesty helps us improve. We hope that, over time, your experience in your new home will be defined by its quality and comfort rather than the difficulties you encountered along the way.
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