Mountain View Industries.

We failed you Janine and for that we greatly apologize. We are very proud of the amazing house you received, though far below our cost.
We were very excited by your project- a very large, custom modular build in Fort McMurray, after the fires. We were excited to have one of the first homes rebuilt in the area, as one key benefit to building with us is moving in almost 50% faster. It was that excitement and enthusiasm combined with an ineffective communication system that you controlled that caused this to escalate.

Regarding communication, you are right – we didn’t have tight control of it, you overwhelmed us and controlled it. As you will see from other reviews, everyone here at MVI tries to be easily accessible and there is a culture of wanting a happy customer, but your complete volume of constant contact overwhelmed and often confused the staff. In one day it wouldn’t be unusual to receive 40 plus emails from you to multiple people within the company, on top of the many calls both day and night. Your demanding and detailed nature mixed with our desire to deliver client satisfaction allowed you to control the communication process and things did not go as smoothly as they usually do.

We understand the excitement and fears that come along with building a new home, and value how personal each decision of the building process is to our clients. This project was of course of a far more personal nature to you, as you suffered a great loss during the fires. We understand the stress that you were under and your desire to regain your home as soon as possible. In an effort to meet our clients’ needs, we encourage open communication, however it is impossible in the circumstances we found ourselves with you to co-ordinate such an onslaught of communication from every direction, often with what seemed contrary information. In our desire to please you, we unfortunately allowed such communication to continue and coupled with the confusion you created, it meant eating costs and giving you over $100,000 in upgrades to please you. Clearly that was the wrong choice.

In response to the kitchen and pictures of it, we designed it and we show the photos in the same way a designer shows photographs of a room, even if they never built the furniture. After designing and having a signed agreement for us to install, we went ahead with the order but you canceled the kitchen long after it was ordered and built. We allowed this cancellation even though it cost us dearly - again with the desire to please, so you could have a friend build it for you instead.

The house was damaged on the move. A little cracking is normal however the amount of damage that your home experienced was not. This was the mover’s fault (and highway 63) and we typically have gone through mover’s insurance to pay for repairs. To ensure you were happy and were able to move in sooner, we opened an account with a local supply store to make the repairs. We immediately charged a very large amount onto this account to make those repairs. The store panicked at the size of debt and as we are a non-local company to Fort MacMurray, they understandably got very nervous. Unbeknownst to us and understandably so, they decided to protect their investment by placing a lien on the property, a lien they removed immediately upon payment from our part. We are sorry for any stress that occurred on your end, as this was unforeseen. Though ultimately understandable, it is one of the many reasons we prefer of our regular trusted suppliers. Again, we are sorry for any worry this caused.

Deficiencies are a normal part of the process of any new home build. Every builder will create a punch list and repair all deficiencies prior to move in. But again, you bypassed our systems, and even occupancy laws. You moved into the home without our consent, or a legal occupancy permit that is given after final safety inspection that is required by law. Then you demanded money in order to bypass us as the builder and the insurance provided by Progressive New Home Warranty. This is simply not an option, just as, for example, if you had problems with a new vehicle they would not just hand you large amounts of cash, but they would fix it. We again remind you that you are still covered by Progressive New Home Warranty for any issues there may be. We are here to fix anything that could be wrong as per the warranty and their rules.

We’ve learned from this experience with you and have adjusted our process, communications, and how we handle change orders. That doesn’t help you at this time, and we are sorry that in allowing you to control the process the way you did so we could please you, it ended up failing both of us.

We are deeply upset this has progressed the way it did. We are very proud of what we accomplished with your home. We did everything to try to please and appease you. Hind site being 20/20 your nature combined with our customer first policy, our culture of being accessible and doing all we can to please a customer failed you, and us. We have made changes to our systems, while trying to maintain the openness and accessibility our many other customers do love.

If allowed, we would love to rectify any issues, as per the warranty.