The OakWood Consumer’s Handbook

The OakWood 

Consumer’s Handbook 

Your 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: 

• Section 1: Qualifications and Stability of the Contractor 

• Section 2: Essential Requirements for Every Project Proposal 

• Section 3: Experience and Service 

• Section 4: Follow up and Guarantee 

Each section: 

• Provides the key questions we recommend you ask to ensure 

you make an “apples to apples” comparison 

• Explains why we think these are critically important questions 

• Provides proof of OakWood’s compliance and why we are qualified 

to be your Renovator of Choice 

We hope you find these guidelines useful as you set out to make an important decision: 

who will be your Renovator of Choice? 

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. 

Sincerely, 

John Liptak 

President and CEO, OakWood

Contents 

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 3 OakWood’s experience & services..............................48 

SECTION 4 

Follow-up and Guarantee 



Part 3 OakWood’s compliance..............................................72

“ 

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 

”

SECTION 1 

Qualifications and Stability 

of the Renovator 

SECTION 1 

Qualifications and 

Stability of Contractor 

» Key questions we recommend 

Why this is important 

OakWood’s compliance 

PART 1 Key questions we recommend 

PART 2 Why this is important 

PART 3 OakWood’s compliance 

Part 1 

Top questions we 

recommend you ask 

to make an “Apples to 

Apples” comparison 

Category 1 

Qualifications and Stability of 

Contractor 

1 Has the Renovator ever been 

awarded the Ottawa Consumer 

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 Renovator’s 

Council and does it abide 

by a strict members code of 

Ethics and Business Professionalism? 

4 Does the Renovator meet the 

elite standards of the Greater 

Ottawa Home Builders Association 

RenoMark program? 

5 Does the Renovator have 

a minimum of ten years of 

experience designing and 

building renovations in the City 

of Ottawa? 

place the homeowner at risk? 

– PPSA.ca Search Results 

9 Does the Renovator maintain 

the $5 Million of Liability, 

Commercial Auto and Workers 

Compensation Insurance and 

will their insurance agent send 

you their certificate directly? 

10 Does the Renovator require 

that all of their Trade Partners 

maintain the same levels of 

insurance and sign an SOP? 

11 Does the Renovator provide 

a statutory declaration of 

protection, the most important 

protection for homeowners? 

12 Does the Renovator maintain 

business accounts with local 

suppliers and are they in good 

standing? 


a list of client references for 

projects designed and built 

that you can call? 

SECTION 1 

6 Is the Renovator a member 

of the Ottawa Better Business 

Bureau with an A + rating and 

with zero complaints? 

14 Is the Renovator in good 

standing with the Ministry of 

Labour for Workplace Safety 

with zero claims? 

7 Does the Renovator have a 

letter of good standing from 

their business bank? 

8 Does the Renovator have any 

company Debt that could 


Workplace Safety Manual, 

Ministry of Labour site registration 

and certified first aid 

workers? 

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“ 

The attention to detail 

that OakWood brought 

to the project… the results 

speak for themselves. 

” 

SECTION 1 



Key questions we recommend 

» Why this is important 


– Jennifer Spence + Pablo Sobrino 

Part 2 

Why qualifications 

and stability are 

important 

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. 

Less than 7% 

of Renovators actually 

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. 

SECTION 1 

meet the qualifications 

established by the 

RenoMark program. 

• The GOHBA and Renomark 

logos are the marks of 

a professional: look for them 

on your Renovator’s website, 

proposal or promotional 

material. 

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SECTION 1 

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FINANCIAL STABILITY 

• 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. 

Check the Better 

Business Bureau and 

PPSA websites. 

www.bbb.org/canada 

www.ppsa.ca 

• 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 importantly 

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 Compensation 

Insurance. 

» Provides a statutory declaration, 

the most important 

protection for homeowners. 

YEARS IN BUSINESS 

• 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! 

“ 

Thank you for your excellent 

service and commitment 

to doing quality home 

renovation work for us over 

the past 10 years. 

” 

– Walter Wood 

8 

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» OakWood’s compliance 

SECTION 1 






SECTION 1 

Part 3 

OakWood 

is compliant 

OAKWOOD IS AN AWARD 

WINNING DESIGN AND 

BUILD RENOVATOR 

• Oakwood has been 

awarded the Consumers’ 

Choice Award every year 

since they were first 

introduced in 2008. 

“ 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 

• We are also the winner 

of many GOHBA (Greater 

Ottawa Home Builders’ 

Association www.gohba.ca ) 

Design and Safety Awards. 

OAKWOOD CREDENTIALS 

• 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 bathroom 

design and building. 

• Canada Green 

Building Council 

we actively support the Green 

Building Council mission to 

lead and accelerate the transformation 

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. 

SECTION 1 

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11

SECTION 1 

SECTION 1 

OAKWOOD IS A FOUNDING MEMBER OF THE RENOMARK PROGRAM 

FOR BUILDER EXCELLENCE IN OTTAWA 

INSURANCE (LIABILITY, E&O, WORKERS COMPENSATION) 

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SECTION 1 






SECTION 1 

OAKWOOD IS 

A FINANCIALLY 

STABLE COMPANY 

Better Business Bureau (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. 

A high debt Renovation 

Company can put you at risk 

of not having your project 

completed. 

• The PPSA tells you if the 

Renovator owes money to 

Subcontractors or material 

Suppliers or if there are any 

liens registered. 

OAKWOOD IS 

A RESPECTED MEMBER 

OF THE LOCAL BUILDING 

COMMUNITY 

• Suppliers and Trade Partners 

respect OakWood’s organizational 

skills and commitment 

to quality. 

• OakWood has earned a reputation 

for high professionalism 

and paying Contractors and 

Suppliers on time. 

SECTION 1 

• OakWood has been 

a BBB accredited business 

since March 1999 with 

zero complaints ever. 

• PPSA checks will give you 

confidence that the Renovator 

is a financially stable and 

well run business. 

• OakWood is a debt free 

company with 0 liens. 

LETTER OF REFERENCE FROM RONA HOME & GARDEN 

14 

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SECTION 1 

SECTION 1 

LETTER OF REFERENCE FROM SCOTIABANK 

LETTER OF REFERENCE FROM McQUILLAN ELECTRIC 

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SECTION 1 






The Cowans 

51 Woodhill Crescent 

Blackburn Hamlet 

Ottawa, Ontario 

K1B 3B7 

______________________________________________________________________________________ 

SECTION 1 

OVER 57 YEARS 

OF EXPERIENCE AND 

DEEP ROOTS IN THE 

LOCAL CONSTRUCTION 

INDUSTRY 

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. 

CUSTOMER REFERENCES 

• 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. 

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. 

SECTION 1 

• For more letters and 

testimonials please visit 

www.oakwood.ca 

Yours truly, 

Bert Cowan. 

CUSTOMER LETTER OF REFERENCE 

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oakwood.ca 613 236.8001

“ 

We have never been surprised 

by invoices requesting more 

than we anticipated. 

” 

– Ruth + Malcolm Vant

SECTION 2 

Essential Requirements for 

Every Project Proposal 

SECTION 2 

Essential Requirements 

for Every Project Proposal 







Part 1 

Top questions 

we recommend 

you ask to make 

an apples-to-apples 

comparison AND 

avoid costly 

surprises 

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 being 

done? 


line item detail of all tasks 

associated with the project? 


an easy to understand 

payment schedule based 

on project benchmarks 

and milestones? 

3 Does the Renovator specify 

materials by brand, model 

and finish? 

SECTION 2 

613 236.8001 oakwood.ca 

29

“ 

We have been spreading the 

word about the outstanding 

reputation, professionalism, 

and customer service 

of OakWood Builders. 

– Walter Wood 

” 

Part 2 

Why a 

Detailed 

Proposal is 

Essential 

• Surprising fact: 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. 

“We recommend you 

get a room-by-room 

description of your 

SECTION 2 






• 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. 

SECTION 2 

renovation project 

to know what you are 

building—right down 

to the number 

of electrical outlets 

per room and their 

• We recommend 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. 

specific location.” 

613 236.8001 oakwood.ca 

31

SECTION 2 

SECTION 2 






• 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. 

“ 

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 

• Finally, we recommend you 

review the proposal with each 

Renovator thoroughly. 

32 

oakwood.ca 613 236.8001

SECTION 2 






SECTION 2 






Part 3 

What our proposal 

will include! 

WITH OVER 57 YEARS OF EXPERIENCE IN THE 

CONSTRUCTION BUSINESS, WE KNOW A THING 

OR TWO ABOUT WHAT TO PUT IN A PROPOSAL! 

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. 

A KEY PART OF OAKWOOD’S PROPOSAL TO YOU: 

A ROOM-BY-ROOM PROJECT SUMMARY 

SECTION 2 

SECTION 2 

WHAT A DETAILED PROPOSAL SHOULD INCLUDE 

TO ENSURE NO COSTLY “SURPRISES” 

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SECTION 2 






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OUR PROPOSAL WILL INCLUDE ALL MATERIALS, 

FINISHES AND COLOURS 

WE WILL PROVIDE YOU WITH A CONTRACT AGREEMENT 

THAT WE WILL HONOUR TO THE LETTER 

 

 

 

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OAKWOOD’S AGREEMENT 

WILL INCLUDE 

• Conformity with standards 

and specifications 

• Delays and how these will 

be handled 

• Proof of Worker’s 

compensation insurance 

SECTION 2 

 

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chrome 

• Insurance that will be 

provided by OakWood 

 

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• Contractor’s responsibility 

and protection of work 

and property 

• The total investment of your 

renovation (plus HST) 

• Schedule of payments 

36 oakwood.ca 613 236.8001 

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37

“ 

When we go to parties 

and find ourselves listening 

to horror story after horror story 

about renovation disasters, 

we can only shake our heads 

and think: They should have 

used OakWood. 

” 

– Guy + Meredith Charlebois

SECTION 3 


SECTION 3 






PART 3 OakWood’s experience & services 

Part 1 

Top questions 

we recommend 

you ask to ensure 

you choose 

an experienced 

and qualified 

Renovator 

1 Does the Renovator offer 

an in-house design service 

with 3-D renderings so the 

customer can see what they 

are purchasing before committing? 

2 Can the renovator show examples 

of designs for relevant 

renovation projects with before 

and after photos of the actual 

completed renovation 


licenced Interior Designers & 

Architectural Technologists 

with BCIN & LEED certification 

on staff? 

4 Will the Renovator take care of 

required asbestos and hazardous 

waste testing to meet 

Ministry of Labour and Workplace 

Safety guidelines? 

5 Will the Renovator apply, 

purchase and be responsible 

for all Permits including; building, 

plumbing, and electrical 

permits? 


a company policy to return 

phone calls within two hours 

of receiving a message and 

maintain a 24/7 emergency 

service line? 

OakWood’s experience & services 

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 construction? 

9 Does the Renovator utilize 

a professional CRM Project 

Management System with 

Gantt Charts to control every 

phase of your projects? 

10 Does the Renovator assemble 

and maintain a Project Binder, 

complete with plans, material 

specifications, warranties, 

site safety policies and other 

relevant information for each 

trade? 

11 Does the Renovator conduct 

extensive daily site visits with 

weekly onsite project updates 

with the Homeowner? 

12 Does the Renovator provide, 

start and completion dates in 

writting, for your project? 


strict written policy that prohibits 

smoking in your home 

as well as the use of alcohol or 

drugs by their crews? 

SECTION 3 

7 Do the renovation company’s 

Project Managers have an 

14 Does the Renovator provide a 

written Work Schedule showing 

start and finish dates as 

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SECTION 3 





well as all project milestone 

dates? Is it updated daily 

and provided at Homeowner 

request? 

15 Does the Renovator require 

all Trade Partners sign off on 

standard operating procedures 

and health and safety policies? 

18 Does 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 

16 Does the Renovator’s work 

crew have written daily cleanup 

procedures? 

17 Does the Renovator provide; 

no-go zones in your home, 

home protection with zip-walls 

and safe areas for material? 

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oakwood.ca 613 236.8001

SECTION 3 


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SECTION 3 

Part 2 

Why this 

Experience 

is Critical 

3D CONCEPT DESIGN 

SERVICE 

• 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 

Be wary of free design: 

you’ll likely get what 

you pay for or the design 

costs will be buried! 

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. 

QUALIFIED IN-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, Architectural 

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: certified 

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. 

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 project 

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. 

Poor planning is the 

#1 reason project 

budgets and timelines 

go off the rails. 

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 finish. 

The plan you get should 

anticipate all costs and timelines. 

For example, OakWood 

uses a detailed GANTT chart 

that gives you all milestones 

for your project from start 

to finish. 

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• Good planning goes 

hand in hand with project 

management: 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-UP AND RESPECT 

FOR YOUR HOME 

• Any renovation results in a 

certain amount of upheaval 

that can be stressful for some 

homeowners. A good Renovator 

will take specific steps 

to minimize the disruption while 

also protecting your home. 

oakwood.ca 613 236.8001 

ENVIRONMENTALLY 

FRIENDLY CONSTRUCTION 

METHODS 

• Green building or sustainable 

building practices are a fast 

changing part of our industry: 

new technologies and products 

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. 

• 

Ask if your Renovator 

of choice supports the 

Canada Green Building 

Council mission. 

WHAT TO LOOK FOR? 

• 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 whenever 

possible, and when 

economically feasible? 

• Do they actively support 

the Canada Green Building 

Council mission to lead 

and generate the transformation 

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? 

3D DRAWING 

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.

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» OakWood’s experience & services 




SECTION 3 

Part 3 

OakWood’s 

Experience 

& Services 

OAKWOOD’S CONCEPT 

DESIGN SERVICE 

Your design options are bounded 

only by your imagination! 

We offer a comprehensive inhouse 

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 ensure 

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. 

QUALIFIED IN-HOUSE 

RESOURCES 

In-house Architectural 

Technologists and Interior 

Designers 

There 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 elements 

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. 

Merchandise Selection 

One 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 selections 

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. 

Project Management 

Good 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 comprehensive 

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 information 

about your project. 

• Our Project Managers and 

Production Managers are 

equipped with iPads, tablet 

and mini PCs that are wirelessly 

connected with the 

same office information. 

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These advanced project management 

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, anywhere 

You’ll get secure access to our 

Client Portal to follow every step 

of your project from initial approval 

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 pictures 

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! 

Licensed Carpenters 

Mike Holmes said on CBC Dragons 

Den “I would only let a qualified 

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. 

Resource Scheduling 

Few Renovators stick to or use 

schedules. Many simply showup 

on site and look around to 

figure out what they need to do 

next. OakWood is different and 

takes scheduling and time commitments 

very seriously: 

• We use state-of-the-art project 

scheduling software to 

build a detailed work schedule 

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. 

Qualified Office Support Staff 

OakWood 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 

Why OakWood. 

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 qualified 

to help you throughout 

the complete Design + Build 

process. 

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Clean, professional Trade 

Partners 

• We only use the very best 

Trade Partners in the area 

to work on your home – to 

ensure the work is done correctly 

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 nonprescription 

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. 

PROJECT PLAN 

We have spent over five decades 

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: 

• Construction & scheduling; 

• Field project management, 

and; 

City permits & inspections. 

All details for your Renovation 

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 material 

selections for your custom 

renovation project. 

How changes to your plan are 

handled by OakWood 

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 professionally 

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 giving 

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. 

DAILY CLEAN-UP AND 

RESPECT YOUR HOME 

We will take the following specific 

steps to prepare, protect and 

respect your home: 

• Dust protection: covers for all 

stairs and flooring, vent protection, 

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 homeowner 

can keep their privacy. 

Will meet or exceed all workplace 

safety standards 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 Workplace 

Safety guidelines in the 

onsite project binders, and; 

• OakWood has established a 

complete and comprehensive 

safety policy to protect you 

the homeowner from litigation 

should an accident ever 

occur. 

OakWood provides all Trade 

Partners with a detailed 16 page 

Standard Operating Manual 

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 professionalism 

we enforce and that 

you can expect. 

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• Architectural requirements; 

• Design elements; 

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SECTION 3 

OAKWOOD IS AN 

ECO-WISE BUILDER 

OakWood has not only incorporated 

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. 

Our proactive eco-wise practices 

also include: 

• The use of sustainable materials 

and methods that use 

fewer resources to build, less 

energy to operate, have a reduced 

impact on the environment 

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. 

Green material options 

OakWood 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 natural, 

biodegradable materials 

such as wool carpets, bamboo 

and cork flooring. 

You are in control 

The 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. 

OVER 1,800 PROJECTS IN THE LAST 10 YEARS! DARE TO DREAM! 

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 

Large Projects 

Renovations 

Attics 

Sunrooms & Solariums 

In-law suites 

Windows & Doors 

SECTION 3 

• Active support for the Canada 

Green Building Council 

mission to lead and generate 

the transformation to highperforming, 

healthy green 

buildings, homes, and communities 

throughout Canada. 

• Tankless or instantaneous 

water heaters that only heat 

water when needed to reduce 

energy costs. 

• And many other green options. 

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“ 

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

“ 

In my Rolodex, under the 

heading “Contractors”, there 

is only one listing: OakWood. 

– Guy and Meredith Charlebois 

” 

“ 

The quality of the workmanship 

is hard to beat. 

” 

– Rhona Lahey

“ 

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 recommend 

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

SECTION 4 





SECTION 4 





Part 1 

Top questions we 

recommend you 

ask to ensure you 

get an industry 

leading warranty 

and follow-up 

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? 


a satisfaction survey at the 

conclusion of your project? 


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? 


a five-year warranty on labor 

and installation - with an optional 

ten-year warranty? 

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“ 

Rest assured you will 

be in great company 

with OakWood. 

” 

SECTION 4 





– Tony + Kelly Bailey 

Part 2 

Why Follow-up and 

Warranty is Critical 

FOLLOW-UP 

• Trying to schedule a Renovator 

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 ensure 

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. 

• 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 Satisfaction 

Survey or form – 

without feedback a Renovator 

cannot change and improve 

their processes and services 

or celebrate their successes 

with any confidence. 

• 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 mechanisms, 

sticky doors, cracks 

in drywall, popped screw 

heads, etc. 

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WARRANTY 

AND GUARANTEE 

• 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 comprehensive 

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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SECTION 4 

Part 3 

What you can 

expect when your 

Renovation project 

is complete 

DETAILED, POST 

CONSTRUCTION ONSITE 

INSPECTION 

• 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 satisfaction 

and the industry quality 

standards set by the Tarion 

Construction Performance 

Guidelines before final payment 

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. 

INDUSTRY LEADING 

WARRANTY: YOU ARE 

PROTECTED 

As you would expect, we stand 

unconditionally behind our products 

and services. That’s why we 

offer an industry leading, 5-year 

warranty. 

How our warranty works: 

• 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. 

THE OAKWOOD 

EXTENDED WARRANTY 

PROGRAM 

• In addition to our industry 

leading five-year warranty, 

we were the first to offer an 

optional 10-year upgraded 

warranty on all renovations. 

We recommend 

TARION Guidelines 

• Warranty guidelines that we 

recommend to our homeowners 

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 guidelines 

and ensure you have 

proper protection. 

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“ 

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.

The OakWood Consumer’s Handbook

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