OakWood Consumers Handbook

The OakWood Consumer’s HandbookYour complete guide to choosing a professional Renovator

Your complete guide to choosing a professional Renovator

Dear Homeowner,

You are about to make an important decision: choosing what Renovator will design, plan, and build your renovation project. This is a big decision whether you are renovating a single room, adding an extension, or renovating your entire house from the basement up.

Unfortunately, Renovation Contractors are consistently one of the most complained about businesses to the Ontario Minister of Consumer Services. One of the primary reasons is that almost anyone can claim to be a qualified Renovator. Yet there are few reliable guidelines available to help a Homeowner choose a Renovator wisely or objectively evaluate the credentials and qualifications of potential Renovators.

That’s why OakWood has created this Consumer’s Guide. This gives you the information you need to make the best decision possible when it comes to hiring, evaluating and working with a professional Renovation Contractor to design and build your project.

Why is this so important? Like many homeowners, you may not realize that at the start of any renovation, your home is temporarily depreciated once construction begins. Of course, if you engage the services of a professional Renovator, this will be a brief and quickly forgotten phase of your renovation: a minor blip on the way to great rewards and enjoyment.

We live by our Guide and believe this sets the professional standard you need to choose a qualified Renovator. And ensure you get a worry free, high quality renovation that is completed on budget and on time with no surprises.

This guide has the following sections:• Section1:QualificationsandStabilityoftheContractor• Section2:EssentialRequirementsforEveryProjectProposal• Section3:ExperienceandService• Section4:FollowupandGuarantee

Each section:• Providesthekeyquestionswerecommendyouasktoensure

youmakean“applestoapples”comparison• Explainswhywethinkthesearecriticallyimportantquestions• ProvidesproofofOakWood’scomplianceandwhywearequalified

tobeyourRenovatorofChoice

We hope you find these guidelines useful as you set out to make an important decision: who will be your Renovator of Choice?

Sincerely,

JohnLiptak President and CEO, OakWood

Copyright © 2013 OakWood.

All rights reserved. This document contains information intended for the exclusive use of OakWoods’ customers, personnel, Trade Partners and potential customers. The information herein is restricted in use and is strictly confidential and subject to change without notice. No part of this document may be altered, reproduced, or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of OakWood.

OakWood is a registered trademark of OakWood Inc., licensed for use by OakWood, Inc. All other names and trademarks are the property of their respective holders.

SECTION 1

Qualifications and Stability of the Contractor Part 1 Key questions we recommend ....................................5 Part 2 Why this is important ...................................................7 Part 3 OakWood’s compliance .............................................10

SECTION 2 Essential Requirements for Every Project Proposal Part 1 Key questions we recommend ..................................29 Part 2 Why this is important .................................................31 Part 3 OakWood’s compliance .............................................34

SECTION 3 Experience and Service Part 1 Key questions we recommend ..................................41 Part 2 Why this is important .................................................44 Part 3 OakWood’s experience & services .............................48

SECTION 4 Follow-up and Guarantee Part 1 Key questions we recommend ..................................67 Part 2 Why this is important .................................................69 Part 3 OakWood’s compliance .............................................72

Contents

There are two areas that particularly impress us about OakWood: the quality of work and the exceptional work crew…We always felt confident that our home was in good hands. We wouldn’t hesitate to recommend Oakwood to friends and family. Thank you for a job well done.

“

”– Carolyn Turner

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SECTION 1 Qualifications and Stability of Contractor

»Keyquestionswerecommend

Why this is important

OakWood’s compliance

1 Has the Renovator ever been awarded the Ottawa Con-sumer Choice Award™ for Best Home Designer and/or Renovation Company?

2 Has the Renovator ever won an Ontario Home builders Association or Ottawa Home Builders Association award?

3 Is the Renovator a member of the Greater Ottawa Home Builders Association Renova-tor’s Council and does it abide by a strict members code of Ethics and Business Profes-sionalism?

4 Does the Renovator meet the elite standards of the Greater Ottawa Home Builders Asso-ciation RenoMark™ program?

5 Does the Renovator have a minimum of ten years of experience designing and building renovations in the City of Ottawa?

6 Is the Renovator a member of the Ottawa Better Business Bureau with an A+ rating and with zero complaints?

7 Does the Renovator have a letter of good standing from their business bank?

8 Does the Renovator have any company Debt that could

place the homeowner at risk? – PPSA.ca Search Results

9 Does the Renovator main-tain the $5 Million of Liability, Commercial Auto and Workers Compensation Insurance and will their insurance agent send you their certificate directly?

10Does the Renovator require that all of their Trade Partners maintain the same levels of insurance and sign an SOP?

11Does the Renovator provide a statutory declaration of protection, the most important protection for homeowners?

12Does the Renovator maintain business accounts with local suppliers and are they in good standing?

13Does the Renovator have a list of client references for projects designed and built that you can call?

14Is the Renovator in good standing with the Ministry of Labour for Workplace Safety with zero claims?

15Does the Renovator have a Workplace Safety Manual, Ministry of Labour site regis-tration and certified first aid workers?

Part 1Top questions we recommend you ask to make an “Apples to Apples” comparison

SECTION 1 Qualifications and Stability of the Renovator PART 1 Key questions we recommendPART 2 Why this is importantPART 3 OakWood’s compliance

Category 1 Qualifications and Stability of Contractor

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The attention to detail that OakWood brought to the project… the results speak for themselves.

“

”– Jennifer Spence + Pablo Sobrino AWARDS

• Awards are a good indication that a Renovator has been independently acknowledged for excellence in some category—and they will provide quality workmanship.

• One of the most important awards in our industry is the Consumers’ Choice Awards (www.ccaward.com). We consider these awards particularly important because a Builder cannot enter these awards. It is done by an independent consulting company using telephone surveys to businesses and consumers. That’s why these awards are so much more meaningful and a good indication of the quality and professionalism of the Builder: they are based on the consumer experiences.

CREDENTIALS

• Credentials provide proof that the Renovator is fairly, accurately, and honestly representing themselves to the customer.

• At minimum we recommend looking for the RenoMark (www.renomark.ca/ottawa) and GOHBA designations.

• The Renomark program is dedicated to raising the level of professionalism in the local building industry. You may be surprised to learn that currently out of over 430 so called Renovators in Ottawa, less than 7% actually meet the qualifications established by the RenoMark Program.

• GOHBA represents recognized home building and renovation professionals in the Greater Ottawa region and supports the professionalism of its members.

• The GOHBA and Renomark logos are the marks of a professional: look for them on your Renovator’s website, proposal or promotional material.

Part 2Why qualifications and stability are important


Key questions we recommend

» Why this is important


Less than 7%

of Renovators actual ly

meet the qual i f icat ions

establ ished by the

RenoMark program.

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FINANCIALSTABILITY

• A high debt Renovation company puts you at risk of not having your project completed because if the Renovator does not pay their Sub Trades and Trade Partners or Suppliers, a mechanics lien goes on your property to guarantee payment.

• Until debts are paid, the homeowner does not own a clear title.

• Few homeowners understand this and yet it unfortunately happens frequently.

• Doing BBB and PPSA checks will give you confidence that the Renovator is a financially stable and well run business.

• Use the BBB to find out if there are any complaints or warranty claims against a Renovator.

• The PPSA tells you if the Renovator owes money to Subcontractors or material Suppliers or if there are any liens registered.

• You can also check the Ministry of Labour website for Renovators who have been charged for health and safety violations. This is important because ultimately it is you, the homeowner, who is responsible for all health and safety issues on your project.

• Doing these kinds of reference checks will tell you how respected the Renovator is in the City and most impor-tantly whether you will feel comfortable and trust them in your home.

• This is why we recommend choosing a Renovator that:

Maintains $5 Million of Liability, Commercial Auto and Workers Compensa-tion Insurance. Provides a statutory decla-ration, the most important protection for homeowners.

YEARSINBUSINESS

• The number of years a Builder has been in business is a good indication of how long they will be in business.

• The fact is, 93% of all construction companies do not stick around long enough to celebrate their 10th birthday. The majority of those go out of business within the first two years. That means a five year warranty may have little value.

• Any Renovator can do good work for a couple of years. It’s much more difficult to do consistently good work for ten, thirty, fifty years or more. That’s why we recommend choosing a Renovator with a minimum of ten years business experience under the same name.

• It’s also why we strongly recommend you check their credentials and ensure they have a professional address other than a truck or a PO box! A professional Renovator will provide you with professional results. They will build it right!





Check the Better

Business Bureau and

PPSA websites.

www.bbb.org/canada

www.ppsa.ca

Thank you for your excellent service and commitment to doing quality home renovation work for us over the past 10 years.

“

”– Walter Wood

»

»

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OAKWOODISANAWARDWINNINGDESIGNANDBUILDRENOVATOR

• Oakwood has been awarded the Consumers’ Choice Award every year since they were first introduced in 2008.

• We are also the winner of many GOHBA (Greater Ottawa Home Builders’ Association www.gohba.ca ) Design and Safety Awards.

Part 3OakWood is compliant




»OakWood’scompliance

OAKWOODCREDENTIALS

• Renomark OakWood is a founding member of the RenoMark program for Renovator excellence in Ottawa and is a proud member in good standing with the GOHBA (representing recognized home building and renovation professionals in the Greater Ottawa region.)

• Renovators Council OakWood has two seats on the Ottawa Renovators Council. Typically there are 25 members at these meetings which have the purpose of discussing trends and suggesting solutions for challenges pertinent to the Ottawa Renovation industry.

• Innovation and Green Committee OakWood has two seats out of typically eight active members. The purpose of the Green Committee is to make suggestions to building code authorities and further the advancement of green and innovation building in Ottawa.

• National Kitchen and Bath Association (NKBA) advances the knowledge base of local companies involved in kitchen and bath-room design and building.

• Canada Green Building Council we actively support the Green Building Council mission to lead and accelerate the trans-formation to high-performing, healthy green buildings, homes and communities throughout Canada.

• Better Business Bureau OakWood is honoured to be an accredited member in the highest standing with the Better Business Bureau (BBB)—and not every company is eligible.





“ We are very happy with the renovation

work done on our home… We had no real

surprises and all change orders but one

were initiated by us so we ultimately had

control of expenditures. Overall, the

renovation was much less stressful than

we anticipated. I should add, that we stayed

in the house for the entire renovation…

In the end, I would be more than happy

to work with OakWood again. ”

Dan Wayner


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OAKWOODISAFOUNDINGMEMBEROFTHERENOMARKPROGRAM FORBUILDEREXCELLENCEINOTTAWA INSURANCE(LIABILITY,E&O,WORKERSCOMPENSATION)

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OAKWOODIS AFINANCIALLY STABLECOMPANY

BetterBusinessBureau(BBB)• OakWood enjoys an A+

Rating with the BBB (on a scale from A+ to F).

• 0 complaints have ever been filed against OakWood and the BBB only reports the past 36 months.

• OakWood has been a BBB accredited business since March 1999 with zero complaints ever.

AhighdebtRenovationCompanycanputyouatriskofnothavingyourprojectcompleted.• The PPSA tells you if the

Renovator owes money to Subcontractors or material Suppliers or if there are any liens registered.

• PPSA checks will give you confidence that the Renova-tor is a financially stable and well run business.

• OakWood is a debt free company with 0 liens.

OAKWOODIS ARESPECTEDMEMBEROFTHELOCALBUILDINGCOMMUNITY

• Suppliers and Trade Partners respect OakWood’s organiza-tional skills and commitment to quality.

• OakWood has earned a repu-tation for high professionalism and paying Contractors and Suppliers on time.





LETTEROFREFERENCEFROMRONAHOME&GARDEN


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LETTEROFREFERENCEFROMSCOTIABANK LETTEROFREFERENCEFROMMcQUILLANELECTRIC

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OVER57YEARS OFEXPERIENCEANDDEEPROOTSINTHELOCALCONSTRUCTIONINDUSTRY

In 2013 the Liptak family celebrated 57 years of building in the Ottawa community. Reaching the half century mark is a notable accomplishment in this industry. 90% off all construction company’s fail within the first 10 years of operation and 30% fail within the first 3 years. It is extremely rare to find a company with as much experience and a longstanding dedicated team as OakWood.

CUSTOMERREFERENCES

• It is one thing for a Renovator to claim they have satisfied clients and do work to a high quality standard. Can they back it up?

• In the end, it is not what the Renovator says about their workmanship: it is what end customers say about their experience and the quality of the final product that counts.

• OakWood has helped thousands of clients to beautify their homes and make their lives more comfortable. We can provide over 100 references from satisfied clients. Below is a very small sample of letters of referral from happy OakWood clients.

• For more letters and testimonials please visit www.oakwood.ca





The Cowans 51 Woodhill Crescent

Blackburn Hamlet Ottawa, Ontario

K1B 3B7 ______________________________________________________________________________________ Mr. John Liptak, President Oakwood Designers & Builders Inc. 1200 Colonial Road, Navan (Ottawa) Ontario, Canada K4B 1J4 Dear John, The purpose in writing to you is to express our extreme satisfaction with the recent work that Oakwood, and particularly Karl and Guillaume undertook at our house. As you are aware the original work was completed some six years ago and we are still so pleased with the “new” family room. I still say new because it still looks like new and every time we are in the room it brings us a great deal of pleasure. The fact that after six years you and your team returned to “fix-up” a problem that only just became evident speaks volumes in relation to the pride of workmanship of you and your staff. The repairs were done quickly, efficiently and to our satisfaction. John, I cannot speak too highly of Oakwood. I have passed along your name to a number of friends who are contemplating renovations in the next year or so. Furthermore, if you wish to use our name and house as a reference just let us know and we will be happy to assist. Again thank you very much for “looking-after” us. Both Betty Ann and I want to take this opportunity to wish you and yours a very Merry Christmas. Yours truly, Bert Cowan.

CUSTOMERLETTEROFREFERENCE


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CUSTOMERLETTEROFREFERENCE CUSTOMERLETTEROFREFERENCE

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CUSTOMERLETTEROFREFERENCE

We have never been surprised by invoices requesting more than we anticipated.

“

”– Ruth + Malcolm Vant

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SECTION 2 Essential Requirements for Every Project Proposal PART 1 Key questions we recommendPART 2 Why this is importantPART 3 OakWood’s compliance

SECTION 2 Essential Requirements for Every Project Proposal




1 Will the Renovator provide a written, fixed-price proposal with a detailed breakdown and a price guarantee for the work specified once your design is completed?

2 Will the Renovator provide scaled drawings for work be-ing done?

3 Does the Renovator specify materials by brand, model and finish?

4 Does the Renovator provide line item detail of all tasks associated with the project?

5 Does the Renovator provide an easy to understand payment schedule based on project benchmarks and milestones?

Part 1Top questions we recommend you ask to make an apples-to-apples comparison AND avoid costly surprises

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We have been spreading the word about the outstanding reputation, professionalism, and customer service of OakWood Builders.

“

”– Walter Wood





• Surprisingfact: the average renovation project racks up 27% more in costs due to extras charged at the end of the project. The reason is that many Renovators purposefully bid the project low and come to you with an extra when the project is completed and demand payment without giving you any options.

• Insisting on a detailed proposal is one of the easiest things you can do to avoid getting unpleasant surprises after your renovation is completed.

• A detailed proposal also shows you that the Renovator knows what they’re doing. Many Renovators will give you a five to ten page proposal that is vague on details. You shouldn’t accept this because it is a recipe for extras and hidden costs once the renovation starts.

• Werecommend you get a room-by-room description of your renovation project to know what you are building—right down to the number of electrical outlets per room and their specific location.

Part 2Why a Detailed Proposal is Essential

“We recommend you

get a room-by-room

descript ion of your

renovation project

to know what you are

bui lding—right down

to the number

of electr ical out lets

per room and their

specif ic location.”

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• This kind of detail shows the Renovator knows what they are doing. If you are not getting this, you are not getting enough detail to know what you are actually buying.

• A room-by-room proposal also enables you to fairly compare apples to apples: if one Renovator is significantly lower, there is a reason and there is definitely a different scope of work being priced.

• Please remember: finishes and materials can vary greatly in price.

• Make sure the proposal is based on using licensed Subcontractors and a qualified certified team: certified and experienced workers cost more than “handymen” but are always worth the money.

• We also recommend getting a fixed price quote because this doesn’t allow the Renovator to deviate from the scope of work that was quoted and effectively eliminates wiggle room.

• Finally, we recommend you review the proposal with each Renovator thoroughly.





We have our friends and family over all the time to watch movies and it’s as if we are at the theatre, except we are in the comfort of our own home.

“

”– Atul + Richa Aggarwal


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WITHOVER57YEARSOFEXPERIENCEINTHE CONSTRUCTIONBUSINESS,WEKNOWATHING ORTWOABOUTWHATTOPUTINAPROPOSAL!

The detailed proposal that you will get from OakWood will cover every facet of your renovation from start to finish. Our proposals often exceed 150 pages and

ensure you get the detail you need for a worry-free, high quality renovation with no surprises. Below is a sample of a typical table of contents from an OakWood proposal.

Part 3What our proposal will include!

WHATADETAILEDPROPOSALSHOULDINCLUDE TOENSURENOCOSTLY“SURPRISES”

AKEYPARTOFOAKWOOD’SPROPOSALTOYOU: AROOM-BY-ROOMPROJECTSUMMARY






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OURPROPOSALWILLINCLUDEALLMATERIALS, FINISHESANDCOLOURS

0969000 Round

321 - Frosted frosted

0113.404.020 Bowl

731100.400.020 Leg

white

540-MPU-DST SGL HDL

chrome

2521 LHP H25

chrome

2540 – LHP

H240 chrome

2530-LHP H24 chrome

2551 chrome

585-V chrome





WEWILLPROVIDEYOUWITHACONTRACTAGREEMENTTHATWEWILLHONOURTOTHELETTER

OAKWOOD’SAGREEMENTWILLINCLUDE

• Conformity with standards and specifications

• Delays and how these will be handled

• Proof of Worker’s compensation insurance

• Insurance that will be provided by OakWood

• Contractor’s responsibility and protection of work and property

• The total investment of your renovation (plus HST)

• Schedule of payments





When we go to parties and find ourselves listening to horror story after horror sto-ry about renovation disasters, we can only shake our heads and think: They should have used OakWood.

“

”– Guy + Meredith Charlebois

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SECTION 3 Experience and Service PART 1 Key questions we recommendPART 2 Why this is importantPART 3 OakWood’s experience & services

SECTION 3 Experience and Service



OakWood’s experience & services

1 Does the Renovator offer an in-house design service with 3-D renderings so the customer can see what they are purchasing before com-mitting?

2 Can the renovator show ex-amples of designs for relevant renovation projects with before and after photos of the actual completed renovation

3 Does the Renovator have licenced Interior Designers & Architectural Technologists with BCIN & LEED certification on staff?

4 Will the Renovator take care of required asbestos and hazard-ous waste testing to meet Ministry of Labour and Work-place Safety guidelines?

5 Will the Renovator apply, purchase and be responsible for all Permits including; build-ing, plumbing, and electrical permits?

6 Does the Renovator have a company policy to return phone calls within two hours of receiving a message and maintain a 24/7 emergency service line?

7 Do the renovation company’s Project Managers have an

average of over 10 years of experience in the construction industry?

8 Does the Renovator review a pre-construction checklist with the Homeowner in their home prior to the start of construc-tion?

9 Does the Renovator utilize a professional CRM Project Management System with Gantt Charts to control every phase of your projects?

10Does the Renovator assemble and maintain a Project Binder, complete with plans, mate-rial specifications, warranties, site safety policies and other relevant information for each trade?

11Does the Renovator conduct extensive daily site visits with weekly onsite project updates with the Homeowner?

12Does the Renovator provide, start and completion dates in writting, for your project?

13Does the Renovator have a strict written policy that pro-hibits smoking in your home as well as the use of alcohol or drugs by their crews?

14Does the Renovator provide a written Work Schedule show-ing start and finish dates as

Part 1Top questions we recommend you ask to ensure you choose an experienced and qualified Renovator

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well as all project milestone dates? Is it updated daily and provided at Homeowner request?

15Does the Renovator require all Trade Partners sign off on standard operating procedures and health and safety policies?

16Does the Renovator’s work crew have written daily clean-up procedures?

17Does the Renovator provide; no-go zones in your home, home protection with zip-walls and safe areas for material?

18Does the Renovator practice environmentally friendly construction methods and support the Canada Green Building Council mission, and are they LEED certified?





OakWood came through as advertised. They kept their promises. The work was done well and on time and on budget.

“

”– Linda Moran


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3DCONCEPTDESIGNSERVICE

• Many Clients have a hard time visualizing what their project will look like before it is built.

• A 3D Concept Design Service enables you to brainstorm and see life-like renderings of your project and cost effectively make changes

before construction begins.

• A comprehensive Concept Design Service also establishes an accurate scope of work document and budget based on your final decisions.

• Be wary of free design: if a Renovator offers to do free design, you’ll likely get what you pay for. Also, if a Renovator is offering “free design” it’s likely that the design fees are hidden somewhere in the overall cost of construction. No one works for free.

QUALIFIEDIN-HOUSE EXPERTISE

• The success of your renovation hinges on having experienced, licensed professionals at each phase of your project including: architectural requirements, design elements, construction & scheduling, field and office project management, City permits & inspections.

• Only qualified professionals can meet the requirements of each step in your project: Project Consultants, Archi-tectural Technologists, Interior Designers, Materials Selection Coordinators, Estimators, Schedulers, Quantity Surveyors and Production as well as Project Managers.

• Make sure any proposal you receive is based only on using licensed Sub-Contractors and a qualified certified team: certi-fied and experienced workers cost more than “handymen”.

• In-house design expertise also ensures tighter quality controls because everything is under “one roof” with a single point of accountability – you only have to deal with one firm.

Part 2Why this Experience is Critical





Be wary of free design:

you’ll likely get what

you pay for or the design

costs will be buried!

DESIGN+BUILD

• Having the design done by one person and the building completed by someone else is a recipe for problems and cost overruns: this is why over 50% of projects that start with a Designer or Architect never get built.

• The only way to avoid this disconnect is by going through a design process that links the design to a plan that drives a detailed scope of work that you can have confidence in. The design phase has to drive the plan and the detailed proposal that follows.

• If you make changes to the design or materials selection, those changes must be reflected in both the plan and budget to avoid costly surprises: it is a dynamic, highly iterative process.

Only a true Design + Build Renovator can ensure this linkage between design (and any changes) and the final plan and budget:• The cost of the project

is constantly updated through changes made at the design stage to give you an updated total proj-ect cost at all times.

• In our experience, an in-house Design + Build firm will greatly enhance the chances of identifying the true scope of work and ultimately giving you a successful renovation.

PLANNING

• For a detailed proposal to be worth its salt, it really needs to be part of an overall plan. You have to know what you are building; what materials you are using – right down to the number of electrical outlets per room and their specific location.

• A plan forces a Renovator to nail down the project details before they start any work – and shows you they know what they are doing.

• A good plan also provides you with a roadmap for your entire project with all milestones from start to fin-ish. The plan you get should anticipate all costs and time-lines. For example, OakWood uses a detailed GANTT chart that gives you all milestones for your project from start to finish.





Poor planning is the

#1 reason project

budgets and timelines

go off the rails.

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• Good planning goes hand in hand with projectmanagement:Renovators with good planning and project management skills will usually provide you with a single point of contact throughout your project. And they should provide you with a real person that you can call during working hours.

• The most detailed plans can’t anticipate hidden structural issues or problems that are concealed behind a wall. The question is this: how will your Renovator deal with problems or changes to ensure you don’t get any surprises at the end of your renovation project?

CLEAN-UPANDRESPECTFORYOURHOME• Any renovation results in a

certain amount of upheaval that can be stressful for some homeowners. A good Reno-vator will take specific steps to minimize the disruption while also protecting your home.

ENVIRONMENTALLYFRIENDLYCONSTRUCTION METHODS• Green building or sustainable

building practices are a fast changing part of our industry: new technologies and prod-ucts are constantly being developed.

• A good Renovator will not only incorporate green practices into their way of doing business but also provide you with expert advice on how to design and build your renovation in a way that reduces the impact on the environment.

• Make sure your Renovator of Choice is up-to-date and can provide you with expert advice on green material and eco-friendly options.

•

WHATTOLOOKFOR?

• Ensure your Renovator doesn’t just haul material to the landfill – especially asbestos products! Do they recycle materials?

• Do they use sustainable materials and methods that use fewer resources to build, less energy to operate, have a reduced impact on the environment when-ever possible, and when economically feasible?

• Do they actively support the Canada Green Building Council mission to lead and generate the transfor-mation to high-performing, healthy green buildings, homes, and communities throughout Canada?

• Can your Renovator provide a wide range of energy saving and green material options in key product categories – such as dual flush toilets, LED light fixtures, flooring products that use natural, biodegradable materials, and many other new options?





Ask if your Renovator

of choice supports the

Canada Green Building

Council mission.

Our state-of-the art 3D Concept and Design service is one more reason you can trust OakWood to do a high quality Renovation on time and on budget with no surprises.

3DDRAWING


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»OakWood’sexperience&services

OAKWOOD’SCONCEPTDESIGNSERVICE

Your design options are bounded only by your imagination!

We offer a comprehensive in-house concept design service to help you get started, and quickly assess your options. This unique and engaging service:

• Uses our proprietary software to help you visualize your finished renovation before any work is started. Is led by an experienced Architectural Technologist, and helped by Interior Designers, who en-sure nothing is lost between your design, the final plan, and the build.

• Includes brainstorming on different creative design options to help create or clarify your vision.

• Enables you to visualize the finished project with unique and realistic 3D concept renderings.

• Establishes an accurate scope of work document and budget based on your final decisions.

• Allows you to be actively involved and in full control over the project design and cost prior to committing to the construction process.

This service is a great way to jumpstart your project and it can include a number of “What If” scenarios to ensure a renovation that matches your vision and budget.

Part 3OakWood’s Experience & Services





QUALIFIEDIN-HOUSE RESOURCES

In-houseArchitectural TechnologistsandInteriorDesignersThere was a time when you had to hire an Architect to get this level of service – no longer:

• OakWood’s Architectural Technologists work hand in glove with our Interior Design Team for all architectural ele-ments and to ensure nothing is lost between the design concept, the final plan, and the build.

• Architectural Technologists and Interior Designers are an integral part of our Design + Build process. They can provide complete construction details required for permit plans – all at a reduced cost of commissioning an outside Architect or Design firm.

MerchandiseSelectionOne of the most highly valued services that our customers love is our ability to provide a detailed Material Selection process:

• Covers everything required to create a coordinated look and includes all finish selec-tions from handles, faucets, cabinets, and flooring to paint colours.

• OakWood has a unique system in place where our Designers hold your hand and guide you through the finish selection process to ensure a trouble-free and smooth running Renovation project from start to finish.

ProjectManagementGood project management is an essential skill to ensure our ability to complete your project to your satisfaction, on-budget and on-time. Project management is much more than simply working with sticky notes attached to the dashboard of a truck:

• OakWood uses a compre-hensive project management software system that includes scheduling and detailed, up-to-date scope of work information.

• Telephone calls and emails are logged in one place so that all team members have access to pertinent informa-tion about your project.

• Our Project Managers and Production Managers are equipped with iPads, tablet and mini PCs that are wire-lessly connected with the same office information.


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These advanced project man-agement systems help ensure a smooth, on-time and worry-free renovation project. Here is what you can expect from OakWood:

• Your project schedule will be updated every day;

• We will assign a dedicated Production Manager to provide one point of contact;

• Our Project Manager will meet with you once a week;

• We will return all phone calls and emails the same day or by 9:00 am the next morning;

• We will have a live person answering the phone, and;

• We will provide you with a 24 hour emergency phone number.

Client Portal – see the exact status of your renovation anytime, anywhereYou’ll get secure access to our Client Portal to follow every step of your project from initial ap-proval to final walk-about. Our portal can be viewed 24/7 on any Apple, PC, smartphone or tablet and it includes:

• Permit plans

• Contract documents

• Engineering and inspection documents

• Invoices, Change Orders and Credits

• Client Statement of Accounts showing where every dollar is spent

• Before, during and after pic-tures and videos

• Project Notes





• All Material Selections

• Tasks board to leave reminders

• Meeting Calendar

• Document library for Owners Manuals

• Project Schedule with Gantt Chart

• Live Punch List showing outstanding items and progress of approved items

• And lots more!

LicensedCarpenters

Mike Holmes said on CBC Drag-ons Den “I would only let a quali-fied person work in my house”:

• Every person on the Oak-Wood Team is qualified to work in your home, including OakWood’s President, John Liptak, who is a qualified licensed carpenter.

• We even have a Carpenter Apprenticeship program in place where we train the next generation of qualified licensed carpenters.

• There will come a time when all trades-people working on your home will be required to be licensed: with OakWood, you can take advantage of a qualified team right now.

ResourceSchedulingFew Renovators stick to or use schedules. Many simply show-up on site and look around to figure out what they need to do next. OakWood is different and takes scheduling and time com-mitments very seriously:

• We use state-of-the-art proj-ect scheduling software to build a detailed work sched-ule for every project before the job starts.

• We use resource levelling to ensure your projects stay on-track.

• Your schedule is fine-tuned and updated daily: that means we can have a Plan-B or even a Plan-C should flexibility be required, all the while keeping every trade supplier and you, the homeowner, updated and on the same page.

This is the key to OakWood’s ability to keep your project

on-time and on-budget.

QualifiedOfficeSupportStaffOakWood has an in-house team of highly specialized and trained professional to support your project. These professionals abide by the OakWood Code of Ethics, a commitment to a way of doing business and an explicit promise of how we will operate as a company. See our Code of Ethics at oakwood.ca under WhyOakWood.

Our talented “dream team” includes:

• Qualified Project Consultants, Architectural Technologists, Interior Designers, Material Selection Coordinators, Quantity Surveyors, Resource Schedulers and in office Project Managers.

• Rigorously trained and quali-fied to help you throughout the complete Design + Build process.






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Clean,professionalTradePartners• We only use the very best

Trade Partners in the area to work on your home – to ensure the work is done cor-rectly the first time and you will have few or no problems with your job. These are all clean professional workers who:

• Don’t smoke, don’t play the radio very loudly, don’t swear, don’t drink or use any non-prescription drugs while they are on your job.

• Have all the required licenses, workplace safety, workers compensation insurance and Contractor insurance including 5 million dollars liability coverage for your project.

PROJECTPLANWe have spent over five de-cades developing a unique and comprehensive Design + Build planning process that covers every facet of your renovation from start-up to final inspection. Our plan includes all:

• Architectural requirements;

• Design elements;

• Construction & scheduling;

• Field project management, and;

City permits & inspections. All details for your Renova-tion project are summarized in the OAKplan™ following the Concept Design phase. This includes the final scope of work agreement, a GANTT chart with project milestones, and all mate-rial selections for your custom renovation project.

HowchangestoyourplanarehandledbyOakWood

The most detailed plans can’t anticipate hidden structural issues or problems that are concealed behind a wall. Even the best Renovators do not have X-Ray vision! Here’s how we handle this at OakWood:

• We will provide you with a fixed price for a clear scope of work.

• Any changes are profession-ally addressed with a change order process that allows you to say “yes” or “no”.

• We will supply you with a written quote for any change before proceeding or giv-ing you the opportunity to say “yes, go ahead” or “no, we’ll deal with this in another way” – otherwise we’ll move forward without that change.

DAILYCLEAN-UPAND RESPECTYOURHOMEWe will take the following specific steps to prepare, protectandrespectyourhome:

• Dust protection: covers for all stairs and flooring, vent pro-tection, blue skin over tubes and shower bases, dust protection walls, etc.;

• Zippered plastic barriers from work areas to clean areas;

• Broom clean home at end of every day with major clean up at end of every week, and;

• No-Go-Zones in your home where Trades and workers cannot go so that the home-owner can keep their privacy.

Will meet or exceed all work-placesafetystandards while on your property:

• Fence protection on appropriate sites to prevent accidents and theft;

• PortaPoty on all sites to keep your home clean;

• Ministry of Labour and Work-place Safety guidelines in the onsite project binders, and;

• OakWood has established a complete and comprehensive safety policy to protect you the homeowner from litiga-tion should an accident ever occur.

OakWood provides all Trade Partners with a detailed 16 page StandardOperatingManual that clearly explains how we expect Trade Partners to conduct themselves while providing Renovation Services to customers for OakWood. This includes policies on communication, clean up, insurance requirements, uniforms, and much more. Please ask us for a copy to see the work standards and profes-sionalism we enforce and that you can expect.










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OAKWOODISAN ECO-WISEBUILDER

OakWood has not only incor-porated green practices into our way of doing business but we also provide you with expert advice on how to design and build your renovation in a way that reduces the impact on the environment.

Ourproactiveeco-wiseprac-ticesalsoinclude:• The use of sustainable ma-

terials and methods that use fewer resources to build, less energy to operate, have a re-duced impact on the environ-ment whenever possible, and when economically feasible.

• We support suppliers and design professionals who share our philosophy and our commitment to the planet and that use sustainable and renewable resources.

• Active support for the Can-ada Green Building Council mission to lead and generate the transformation to high-performing, healthy green buildings, homes, and com-munities throughout Canada.

Green material optionsOakWood offers a wide range of green material selection options in most product categories. For example:

• Dual flush toilets are offered as one of our five standard toilet options included in our price.

• We offer LED light fixtures for a modest upgrade.

• Flooring products with natu-ral, biodegradable materials such as wool carpets, bam-boo and cork flooring.

• Tankless or instantaneous water heaters that only heat water when needed to re-duce energy costs.

• And many other green op-tions.

YouareincontrolThe level of “greenness” of your project is totally up to you. We will always use OakWood’s high green standards as a base and allow you to determine how much greener you want the design and build of your project to be. OakWood will help guide you all the way.

OVER1,800PROJECTSINTHELAST10YEARS!DARETODREAM!

Here is a small sample of renovation projects that we have completed. Visit the Gallery section of our website (www.oakwood.ca) to see many more photos in these categories:

Kitchens

Basements

Bathrooms

Additions

LargeProjects

Renovations

Attics

Sunrooms&Solariums

In-lawsuites

Windows&Doors









We’re very pleased with the results and with our experience working with OakWood.

“

”– Alex and Mindee Mirhady

In the space of about four months you took us from a virtually useless space to a modern kitchen that fit to the style of the house.

“

”– Jennifer Spence and Pablo Sobrino

The quality of the workmanship is hard to beat.

“”

– Rhona Lahey

In my Rolodex, under the heading “Contractors”, there is only one listing: OakWood.

“

”– Guy and Meredith Charlebois

We now know why OakWood has been in business for so many years and why we see so many of their signs in our neighborhood.

“

”– Michelle and Glen

We look forward to working with OakWood in the future and enthusiastically recom-mend their services without any reservations.

“

”– Dr. John Martins

Our kitchen is more than the dream that we hoped it would be…

“

”– Michelle and Glen

OakWood was our number one choice and will be on any future projects.

“

”– Carole + Lee Fasken

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SECTION 4 Follow-up and Guarantee PART 1 Key questions we recommendPART 2 Why this is importantPART 3 OakWood’s compliance

SECTION 4 Follow-up and Guarantee




1 Will the Renovator guarantee that all work will meet the Ontario Building Code and as required be reviewed by a City Inspector?

2 Does the Renovator provide a comprehensive walk-through checklist with the Homeowner at the completion of the project?

3 Is the Renovator a small one to two person operation with the company owner physically working on your site?

4 Does the Renovator provide a satisfaction survey at the conclusion of your project?

5 Does the Renovator provide an after project completion service six-month to one-year free onsite inspection?

6 Does the Renovator abide by the Ontario Tarion Warranty protection guidelines applied to home renovation projects?

7 Does the Renovator provide a five-year warranty on labor and installation - with an op-tional ten-year warranty?

Part 1Top questions we recommend you ask to ensure you get an industry leading warranty and follow-up

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Rest assured you will be in great company with OakWood.

“

”– Tony + Kelly Bailey





FOLLOW-UP

• Trying to schedule a Renova-tor to come back after the work is completed and paid for is both inconvenient for you and can be challenging for smaller Renovators.

• A detailed walk through with a Senior Project Manager at the end of a project will en-sure nothing was missed and that there are no deficiencies or corrections required.

• Your Renovator should show you everything that has been done, including any agreed to change orders, and include a list of all items that are not finished.

• All work should be carefully inspected before you make the final payment! When doing a final walkabout, look closely at the workmanship and note any problems or imperfections. Look for things like faceplates for switches and outlets, baseboard trim fit and finish, flushing mecha-nisms, sticky doors, cracks in drywall, popped screw heads, etc.

• Don’t sign off on anything until the work is completely finished to your complete satisfaction using the Tarion Construction Performance Guidelines.

• A good Renovator will ask for candid feedback on your experience and ask you to complete a Customer Satis-faction Survey or form – without feedback a Renovator cannot change and improve their processes and services or celebrate their successes with any confidence.

Part 2Why Follow-up and Warranty is Critical

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WARRANTY ANDGUARANTEE

• When the job is finished, what kind of warranty will you get? Will your Renovator of Choice stand unconditionally behind their workmanship?

• Remember, if something goes wrong, it won’t fail in the first few months. A guarantee matters down the road. What type of “hoops” do you need to go through to get action on your problem?

• Ideally the warranty is with your Renovator who will represent your interests to any third party manufacturers and other Contractors where applicable.

• At minimum, a comprehen-sive 5-year warranty should be in place. An optional 10-year warranty would be excellent.

“At minimum, you should

expect a comprehensive

5-year warranty to be

in place. An optional

10-year warranty would

be excellent.”





We now have a new home for years to enjoy! We want to thank the OakWood team and would highly recommend them to my family, friends and colleagues.

“

”– Mike Hanna


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DETAILED,POST CONSTRUCTIONONSITEINSPECTION

• OakWood’s Project Manager will do a final walk through with you to inspect your entire renovation.

• The Project Manager will ensure everything is finished to your complete satisfac-tion and the industry quality standards set by the Tarion Construction Performance Guidelines before final pay-ment is requested.

• The final inspection will also include a detailed Customer Satisfaction Survey where you can provide candid feedback on your experience with OakWood.

• If as you settle back into your normal family life, you notice any problems that were not caught on our final walk through, one call is all you will need for us to schedule a time at your convenience for an OakWood professional to fix or correct the problem at once.

INDUSTRYLEADING WARRANTY:YOUAREPROTECTED

As you would expect, we stand unconditionally behind our prod-ucts and services. That’s why we offer an industry leading, 5-year warranty.

Howourwarrantyworks:• Valid from the date of

substantial completion or move-in on all additions and renovations.

• Includes our complete customer care program: we will respond to all warranty situations within 24 hours.

• We will work together with you to solve any warranty issues and ensure your satisfaction.

Part 3What you can expect when your Renovation project is complete

THEOAKWOOD EXTENDEDWARRANTYPROGRAM

• In addition to our industry leading five-year warranty, we were the first to offer an optional 10-year upgraded warranty on all renovations.

Werecommend TARIONGuidelines

• Warranty guidelines that we recommend to our home-owners on their renovation are the TARION guidelines (www.tarion.com).

• Tarion Warranty Corporation has been around for over 30 years protecting new home owners in Ontario with a mandatory warranty that must be provided by the builder – and guaranteed by Tarion.





• Although the Tarion guidelines are designed for new home construction they are just as applicable to renovations.

• Ask your Renovator of Choice whether they will respect and follow these warranty guide-lines and ensure you have proper protection.

We look forward to working with OakWood in the future and enthusiastically recommend their services without any reservations.

“

”– Dr. John Martins

Thank you for reviewing our Consumer’s Guide Handbook and considering OakWood to be your Renovator of Choice.

We take the responsibility of helping you realize your dream home very seriously. That is why we have taken the time to provide you with this list of important questions to ask each of the Renovators you are considering for your project. And why we have taken the time to explain why we think these questions are so important for you to ask, and provided you with our answers.

We trust our Handbook has provided you with valuable information that will help you choose your Renovator with greater confidence. You may have many more questions. Please do not hesitate to ask our Team. OakWood is ready to provide as much detail as you need on how we will work with you to ensure a high quality renovation that is completed on-budget and on-time.

OakWood Consumers Handbook

Documents

Transcript of OakWood Consumers Handbook