We bought a new house from Losani a couple years ago and moved in last year. Since then, it's been a rainstorm of disasters. Our house came with numerous concerns, including an HRV that was installed completely incorrectly from the user manual and kitchen cabinets that were poorly finished with random and loose wood pieces holding it up. Even our front door looked different from all the design plans we had and we moved in without full coverings of our attic windows (it is potentially why one of our closets smell like dead animals, but we haven't dared to check yet).
If you're reading this and thinking how could it be so bad? Here's why. During the design process, there is a clause on all of the papers that gives Losani the right to make any on-site alterations due to material shortages and other "engineering" concerns without notifying the homeowners at all. This included their having blueprints of our house that were mirror copies (everything on the opposite side) just a week before building, as finalized drafts. Believe it or not, even the location of our garage on the CITY's documents is on the wrong side. How they got the sides of the house mixed up is beyond me.
So how is the warranty process? Awful. We had to track the warranty representative down multiple times. When we hired a licensed home inspector to see if there are any issues, the HRV problem was discovered by our private inspector and later fixed by Losani's trade after MONTHS of back and forth about this issue because Losani denied anything was wrong. During those months, the warranty representatives mocked the credibility of the home inspector, insisting that his credentials were invalid (because they claimed there were no Ph.D. degrees in engineering; so professional). While on wait during a call, we overheard the same warranty representative calling my mother a "crazy woman", and then realizing they were not muted, our call was ended abruptly. We tried calling back and were sent straight to voicemail.
Many areas of our house were ill considered, and had no access to designs of our paid-for upgrades within the house (cabinets, doors, and even stairs). At least half of our house came out different from what we expected, including our front door. But despite all of this, Losani is still protected under their clause that I mentioned earlier.
One last example of how difficult it is for Losani to actually care. We paid for central vacuum outlets in our house, which were required to have one every fifty-feet in radius. Our house, which was clearly longer than fifty feet, only had one outlet at the front of the house. The warranty representative denied the problem until we caught him on a visit to our house to inspect another problem, plugged in the vacuum, and dragged it to the back of the house where it dangled in the center of our breakfast area. Seeing this, the Losani warranty representative was finally convinced that there should be an additional vaccum outlet at the back of the house, and guess what? There was one, hidden within the wall that was probably forgotten during the construction. They had to hack open and connect an external outlet plate to. This was done months ago but left the ugliest paint patch around it, which still has yet to be done. These problems simply don't end.
Losani does the bare minimum, despite hundreds of thousands of upgrade cash we poured into the payments. Save yourself from falling into a contract loop hole and many headaches with the horrible warranty representatives and crappy quality of materials and contractors. Buy a house from another builder who actually treats their customers with care.