Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home with excel and took possession of the property in 2022, after promises of getting issues repaired which i have been working on for a long time i decided to start a full inspection of what i bought vs what i got, after checking what i was promised and paid for it turned out what i received was very different, even to the point that the documents for my home submitted to the town are false and incorrect, for example my Hvac system that was submitted to the town and what i have in the home are different, the brochure i was given for the home which states full HVAC system with smart stat- not there i had to install separately, now to my latest finding of an expensive kitchen upgrade for larger pots and pan drawers and taller wall cabinets what i have received is different and now I'm being told its industry standard well that's ****, not to mention the 2 years to have things rectified and still waiting for things to be done, to contractors trashing my home when they come to do repair work, avoid this place at all costs as all they want is you money, i have evidence of everything i have listed here but nope they still have a reason to not honor it. i believe my next step will be small claims court

  Customer Answer

  Date: 13/12/2024

  hi please advise what u require a copy of a purchase agreement or what?

  Customer Answer

  Date: 13/12/2024

  hi that's a bit vague i have lots of documentation so please tell me what u are referring too. do u want proof of purchase, design specs, emails, please be specific

  

  Business Response

  Date: 18/12/2024

  Hello ******,
  
  It is understood that you were expecting an air conditioning unit to be installed for your home due to the misunderstanding of the acronym HVAC used in our brochures. An Air Conditioner was not provided, as it was not included in the contract documents.  
  
  The cabinet drawers are as per our suppliers standard.  The upper cabinet heights are as per the Purchase Agreement and cabinet layouts.
  
  Excel has made efforts to address concerns as they were brought up. One example is that your home was re-mudded, taped and painted over the holiday season in 2022, prior to you moving in. Our team actioned warrantable items that were required based on an Alberta New Home Warranty Program report. These included the vapor barrier repair in your basement and both bedrooms above the garage, repairing the subfloor in both the upper hallway and loft bedroom, replacing the missing drip lips on 2 windows and rectifying the issue with the tile at the tub deck in your ensuite. Additional items in the report required no action, as they are not considered warrantable defects. Additionally, Excel completed many non-warrantable items in your home to help address your concerns, as we felt it was the right thing to do. For example, Excel Homes arranged for our trade partner to adjust the cabinets near the fridge to allow for the fridge that was supplied by you to fit into the opening.

  
  We are aware of one remaining item to be completed that we understand our trade partner has a time scheduled with you to address the issue with a drawer face.

  Customer Answer

  Date: 19/12/2024

   
  Complaint: ********
  
  I am rejecting this response because: you advertised it and your sales agent rushed us through the process,promised us things like a fence. absolutely disgusting, we don't even have the correct brick that was supposed to be on the front of the home, 

  the reason you done these things was because of the disaster that you sold to me, not because you were feeling kind. there was zero argument that the house you handed over was a mess!!!!!!!
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 09/01/2025

  Hello ***,

  Can you please call me on ************ to discuss. 

  Thankyou

  ******

  

  Business Response

  Date: 13/01/2025

  Hi ***,
  
  This home was built as per the Purchase Agreement documents. We have taken this homeowners concerns seriously and have thoroughly investigated each item that has been reported. Our team actioned on warrantable items, as well as non-warrantable items, going above and beyond to ensure that we are providing the best customer service to this homeowner. We will address the outstanding issue with a drawer face. All other concerns are not within the contract and/or are non-warrantable as determined by all levels of our management team.

  Customer Answer

  Date: 14/01/2025

  the work that they claim was not warrantable is because of exceptionally poor workmanship pictures can been provided, 

  the permit paperwork they provided to the city is also false as it doesnt match my home

  im told that in the brochure i get AC but it wasn't in the schedule A that i signed. ok fine u got me with that defense i should have read it better.

  so the toilets in my schedule a are oval very clear as day, that's what i signed and now i have circle toilets. so the defense above must come into play. u cannot have it both ways.

  if u would like images of the terrible workmanship that's been left time over time im happy to provide it. 

  all the time being advised by workers about how im so picky and im so this and that. i paid over half a million for a home of course im going to be picky. just because i know what im looking for and this company are being held accountable that's not my problem. they want to hold BBB status then they should give customers what they paid for and not claim to do work over and above when all they are doing is fixing there poor workmanship!

  Customer Answer

  Date: 14/01/2025

  for the response of your got what u signed for, or the toilets in the plans?

  Customer Answer

  Date: 14/01/2025

  here is my schedule x which shows clearly elongated toilets in every bathroom.

  what other files would u like and i will gather them for you, the false files submitted to the city, the emails that state i only get whats on the schedule x, as thats why i have no AC or smart thermostat. the brochure i was emailled when i purchased stating that it has ac and smart thermostat. 

  if u let me know i will gather it all and send it on to yourself

  Customer Answer

  Date: 15/01/2025

  here is the email stating no ac would be supplied as not part of the schedule x although the toilets in the schedule x clearly show elongated toilets, but also the brochure. and the documents submitted to the city are different from what i have received

  please note the documents for the ac are in relation for a second house i bought which also have a schedule x showing elongated toilets. 

  i bought both homes at same time and i am including both in the complaint due to the nature of the transaction and the proximity of the homes and the fact they are from same builder

  please let me know if you would like pictures of the workmanship i had to have redone due to incompetence as a lot of items i actually had to do myself and happy to provide that.

  i can also provide pictures of window frames that were cracked all the way through and i was told it was an approved repair and would be fine, turns out when i asked for proof of the repair procedure from the manufacturer, they decided to replaced the window, but as they didnt want to absorb the cost of replacing it they tried to fob me off saying its approved and they do it all the time.

  please let me know what you would like maybe i should setup a ****** drive for you to access everything or you could supply a drop box as i have a lot of files to share 

  Customer Answer

  Date: 27/01/2025

  certainly hopefully this is what you are looking for.

  the sales brochure was what we were either sent or told to download, also to add context to this colossal oversight, the sales agent on the form was off with stress and the girl that took her place was hopeless, in fact we made stone selections for the front of the house (mustang st) and we were told that it was approved and accepted and when we seen the house during construction it was different and we were told tough, eventually it was changed after a lot of emails and fighting but not to what we had originally selected and told was approved. 

   

  Customer Answer

  Date: 30/01/2025

  what please explain what you mea, its not been answered, I have a complaint and the whole point of what your organization does it to protect customers, this matter is far from closed. I must say if this is what you do at BBB then its a very pointless organization.

  the paperwork that was submitted to the city was false you seem to have just ignored that part of my complaint also?

  Customer Answer

  Date: 30/01/2025

  also they did not provide a resolution, the schedule x which I signed ****** shows elongated toilets but I got circle ones, I clearly have a brochure that states vac and smart thermostat, no resolution was ever offered so how can you say resolution was offered customer remains unsatisfied?

• Initial Complaint

  Date:27/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi , Please note we moved to this home on 19 may and since then we have regularly been bitten by ticks in this house 2 times my husband And today i saw on my kid belly please see attached picture .it was a painful experience for my kid and she is traumatised Can you see please check the carpet of this house for tick infestation. We never faced this issue before.same furniture we have If anybody in my house fell sick i will **** ***** ** ** ****** *** ****  Please inpect the carpet and do tick checking and change this carpet please. When contacted excel ,they refused to do anything and said this doesnt come under warranty.

  

  Business Response

  Date: 29/06/2023

  Dear Mr. and Mrs. Cheema,
  
  Our Warranty Team has previously been in touch with you to discuss this, but as we take your concerns seriously, we appreciate the opportunity to go over this in detail with you once again.
  We have consulted a pest extermination professional and have been advised that there is no possibility of a tick infestation within the carpets as the conditions are not suitable for tick survival. We note that you have lived in your home for over a month and can assure you that the cause of the ticks could only have been a human or animal entering your home and subsequently bringing the ticks into your home on your bodies as a host. This does not fall under any of the Alberta New Home Warranty guidelines and therefore is not a warrantable issue that we can address. While we are sorry that you have had an encounter with ticks, this is not related to any defect in material or labour, nor any structural issue pertaining to the home construction.
  

  The Government of Alberta has established a tick surveillance program that provides further information on ticks, as well as a Submit-a-Tick option to assess any risk and monitor types and distribution of ticks within Alberta. The information can be accessed at:  Lyme disease and tick surveillance | Alberta.ca

  We would encourage all of our homeowners to continue to be vigilant checking themselves and any pets in their homes carefully for ticks after all outdoor activity, as it is currently tick season in Alberta.

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We built a new home with Excel in October 2019. This January I noticed a couple of tiles coming up in our second floor ensuite bathroom around the toilet. I contacted Excel - they sent 2 people to take a look. They advised it could be either water coming in from outside or a plumbing issue. They said they would schedule the siding company to investigate the possibility of an outside leak. That appointment never happened. I have followed up with them many times via email, text and phone, getting me nowhere. Finally, on April **, they advised me to contact ******* ****************** myself, as they did the plumbing in the home. ******* was even less helpful, refusing to come look at the issue. I mentioned this to Excel, who said they would contact their plumbing manager. I still haven't heard back. At this point, many months have passed, more tiles have come up and the bathroom floor is soft. Behind the wall where the leak is, is our son's bedroom closet - the carpet is wet and has orange, green and black mold. We won't know for sure until the wall is opened up, but there may be mold inside. My wife and I have had breathing/coughing problems on and off during this period. Our son has also developed a cough. I haven't been sick in 14 years, but I've been sick 3 times this year.I had a plumber take a look - he found the source of the leak - an improperly installed toilet, resulting in a leaking bolt hole. The toilet needs to be replaced (email attached). This is not the only toilet in our house that was installed this way. Excel has told me they will not repair the damage as the warranty period is over. It was installed improperly day 1 - this should be covered.::Outstanding Items::-Parging not complete -Soil to bring yard up to grade -Deck steps unsupported -No door stop on deck - door handle swings into living room window -Stair railing - heavy pencil marks at each spindle -Cabinet drawers - some missing soft close -Outside water taps leak

  

  Business Response

  Date: 09/06/2023

  Hello, *****,
  
  We appreciate you taking the time to let us know what you are currently experiencing regarding the plumbing leak in your second floor ensuite and outstanding items (parging, soil top-up,deck stairs, deck door stop, cabinet drawers, outside water taps and pencil marks on spindles). Were sorry to hear that your experience with us hasnt been what you expected. Please rest assured your home remains our top priority, and we will work to complete the required work as soon as possible.
  
  Our Warranty Specialist attempted to contact you via email on **** May but did not receive a response from you. The email details some questions regarding scheduling dates/days that work best for you, cabinet self-closers and transition strips on your flooring.We do need your permission to access your property in order to complete the exterior items that you had listed. In order for our Warranty Specialist to be able to schedule our ************** to complete the work, could you please respond and communicate when we can proceed with our appointment scheduling?You can either call your Warranty Specialist directly or contact **************************************
  
  In regards to the toilet leak mentioned, this is unfortunately well outside of the warranty time frame, and there is no indication or evidence to suggest an install issue. We have contacted the plumber that you had attended to your home, and they could not provide any details about what could have potentially been installed incorrectly. We would like to provide further information to you if you could call and speak with our Warranty Manager. He will be able to explain in detail the communication that he has had with the plumber that attended your home.
  
  We thank you for your patience in working with us through this process. We will always seek to improve our customer service, and your feedback is essential to that process.Please dont hesitate to contact us again, as we are always happy to help.
  

• Initial Complaint

  Date:29/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wife and I have tried to reach out to management countless times to get our windows and garage pad sorted out and not one person will return our calls now. I've spoken to the construction manager before the winter in regards to the flaking and pealing garage pad and our leaky windows in this new house, he told me that there was lots of houses in our neibourhood that were getting there back garage pads re done and that we were scheduled to have ours replaced through Northstar concrete since ours is in really bad shape, not once have I got confirmation or a response on when it's happening or if it's even happening since no one will answer my wife and I. I've also stated that every window in our house is bubbling from moisture, the manager told me someone would come test them when it got colder out, my wife tried reaching out to set a day when it got cold and she never got a response. This is getting really frustrating as we've been playing cat and mouse for a year and a half now or more, now it's lead to me doing this report.

  

  Business Response

  Date: 13/04/2023

  We are sorry to hear that your issue has not been taken care of up to this point.  We are equally disappointed that there seems to have been a breakdown in our standard communication process.  I have personally contacted our new Construction Manager in ******** and asked him to do a site visit and contact you within 48 hrs.  He has indicated he will be following up with you today to make arrangements.  

  We look forward to working with you on an appropriate solution.  

  Customer Answer

  Date: 13/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:25/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Excel homes has not responded to our power failure issue. ******* **** ******** ******* ** ***** ******* ****** *** **** ** ** **** **** ** ***** ** ** **** ** ***** **** ***** ********1. Exhaust not hooked up to dryer vent causing fire hazard and eventually death to dryer, excel homes employee ***** came to inspect advised "just use the timed dry button" when I told him that after 3 cycles load remains wet. On his third visit he re-inspected his own work and had found the vent not hooked up.2. On possession day a tub with a 2-3 inch diameter puncture near the drain was deemed acceptable standard in a new home we had to fight to get it replaced, multiple times the regional manager swore at us telling us "*** *** *** *** **** *** **** ********".3. Multiple times we have called about issues with condensation leaking down exhausts, ***** came and informed us, "these humidity sensors don't work, we don't install them any more, you can just shut it off". Proceeds to explain that it is homeowner responsibility to maintain the humidity, that Excel would not replace the humidity sensor that he deemed is faulty from inception. His resolution for the condensate issue was to paint over the water stains around exhaust. We later concluded on our own, that Excel never turned on the water tap that feeds the humidity to the home, causing creaking and cracking in wood flooring for 3 years of poor humidity control while we assumed the sensor was working. 4. Current issues, 3 weeks ago we lost power to our home. It has been determined by ****** the issue is on our property line. The electrical lines are burried over 5ft underground when ****** reports they should be at 2-3 ft. As it is on our property *****/****** have given us 30 days to repair. Yet no contractor wants to take on the job. We are a single income family, we are getting quotes up to 20,000$, to replace the main electrical to our meter in a home that is 3 years old. Excel has refused a comment on this issue.

  

  Business Response

  Date: 08/12/2022

  We were able to work through all of the items listed with the homeowner.   

  As for the most significant one, the underground wire repair, a reimbursement cheque was sent out to the owner to cover the costs for the underground wire repair.