Complaints

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• Initial Complaint

  Date:14/11/2024

  Type:Billing 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.

  In the first visit (January 2024), from Bella Restoration, ***** checked the shower and basement (a plumber, from the sister company indicated it was the diverter). He used a meter to check for moisture in the walls. Then, he set-up a humidifier and 2 fans. Before leaving, ***** indicated that he'd be back to remove the equipment the next week. ***** also asked for the amount of the insurance deductible, but I didn't receive an estimate for the services provided. In the next (and final) visit, ***** and 2 technicians arrived about 2 hours later than scheduled. Photos were taken of the shower, walls checked for moisture, fans/humidifier removed, and light sweeping of the basement floor. The one worker was outside, for the majority of the time, as there wasn't really anything to do. In all, the crew was at my house for about an hour. Afterwards, I received a call from ******** (Bella Restoration), and she indicated the ********************************* had paid, and I owed a total of $3046.79. This was before I had received an invoice. When I requested an invoice, it wasn't itemized. After more than one request, I received an itemized invoice in March. But, I noticed there were discrepancies with the services provided (e.g. 12 hours work and 2 hours overtime for the technicians, 3 fans). ********* (Wawanesa claims adjuster) forwarded my concerns to Bella Restoration in March. In June, Bella Restoration sent a revised invoice. Despite requests for it to be itemized, Bella did not respond. Recently, ********* received an email from Bella Restoration requesting the account to be settled (******** has not paid). With the adjustments, on the revised invoice, the total amount owing is $2301.22. Prior to payment, I'd like to know that the final invoice reflects the services provided, and that there aren't any extra charges for late payments due to waiting for clarification from Bella Restoration. As soon as this is done, I will move ahead with the payment.

  

  Business Response

  Date: 21/03/2025

  Hi ******,
  
  
  The following is in response to the complaint submitted by ****** Sonora on November 11, 2024.
  
  We have previously reviewed this invoice and made revisions as per Leannes concerns.  This revised invoice has been sent to ******.  We have yet to be paid for this work.  We have attempted to reach ****** several times but have been unsuccessful in reaching her.  
  
  We would like to know if ****** has any further questions or concerns so that we can address them and come to a mutually agreeable resolution to this matter.
  
  Please let me know if you have any questions or need anything further from us at this time.
  
  
  
  
  ***** ****
  Project Manager | Bella Restoration Ltd.
  C: ************

  Customer Answer

  Date: 24/03/2025

   
  Complaint: 22541813
  
  I am rejecting this response because:

  After receiving the latest revised invoice, I sent an email on Feb. 24th, to Bella Restoration, since there were still discrepancies with the charges for the technician hours. It was March 11th, when ****** sent a breakdown of the technician hours by email. It was not shown on the revised invoice. On March 12th, I responded by email, explaining why the technician hours didn't reflect the work done by Bella Restoration. 
  
  The charges, for the technicians included:
  
  Jan. 16 - 6 hours (2 technicians, 3 hours each) 
  Jan. 23 - 4 hours (2 technicians, 2 hours each) 
  Jan. 24 - 2 hours (1 technician, 2 hours)
  
  January 16, 2024 - ***** arrived alone at my place (no technicians). He took drywall samples, checked for moisture in the walls, and left the humidifier/fans. He wasn't at the house for more than an hour. When he left, ***** indicated that the humidifier/fans would be picked up the following week. 
  
  Jan. 23, 2024 - ***** arrived before the 2 technicians. They were extremely late. There wasn't much to do (humidifier/fans removed, photos of bathroom, sweeping of floor, drywall samples, meter used to check for moisture). One of the technicians was standing outside for quite awhile since he had nothing to do. Neither did the other technician, until he was asked, by *****, to take photos and sweep the floor. They all left within an hour. 
  
  Jan. 24, 2024 - The work had already been completed, as stated on the invoice, on Jan. 23, 2024. Bella Restoration only came to the house on Jan. 16 and 23, 2024. But, I've been charged 2 hours for a technician for Jan. 24, 2024. 
  
  ****** did not address my email sent on March 12th. Instead, ***** called on March 17, 19, and 21. I had been away and intended on meeting with my insurance broker (this was noted in my email to ******). It would be most appreciated that the explanation, for the technician hours, be shared by email. Instead of in a conversation on the phone. 

  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 25/03/2025

  Hi.  We are responding to ****** by email today. 

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22541813
  
  I am rejecting this response because:

  Dear *** or Madam, 
  
  I received an email from ****** *******, the Bella Restoration Ltd. office manager. In her message, she mentioned that *****, the project manager, was "ready to review the details with you and revise the invoice to accurately reflect the services provided. To move forward, ***** would like to know what you believe is a fair number of hours to charge, keeping in mind that this would include travel time, work at your home, and time spent dropping off asbestos samples at the lab." (March 25, 2025)
  
  As I mentioned in my previous response, I do not understand how the technician hours were calculated. I had assumed that everything would have been noted in the "books" of Bella Restoration Ltd. But. ****** has mentioned, in her email that "I don't have direct knowledge of the work completed at your property." 
  
  January 16, 2024:  Why was I charged 6 hours, on Jan. 16th, when ***** left the fans and humidifier by himself? It would have taken him a total of an hour to drive out and back from Bella Restoration. He wasn't at my place for more than an hour. As for the testing of the drywall? It took a minimal amount of time. ***** did not wear full protective gear (e.g. mask, gown), or take any other precautionary measures (e.g. system to take in any of the dust after cutting into the wall). The distance between Bella Restoration Ltd. and Coast BC Hazmat is about a 20 minute drive. 
  
  January 23, 2024: I was charged 4 hours when ***** and the 2 technicians were all at my place. Since I was only charged 4 hours, I assume that the charge for travel time was 1 hour (to and from my place) for each technician. And, the other hour was for the time they spent at the house. As I mentioned before, they didn't have anything to do. The one was outside for most of the time before finally entering the house (he didn't do anything except stand around). Then, the other technician was asked by ***** to do "busy work" (i.e. sweep the floor, take photos of the affected bathroom). It was made clear to Bella Restoration Ltd. that I didn't want to move forward with any major repairs if the lab results showed that there was asbestos in the drywall. So, why were the technicians sent to my house anyways, before the lab results? The work that needed to be done (i.e. removal of the fans and humidifier, checking the walls for moisture with a meter) was only enough for one person, or *****? 

  Lastly, I was charged on January 24, 2025 ( 2 hours for the technicians). And, the work had already been completed the day before. This is noted on the invoice issued by Bella Restoration Ltd. Neither ***** nor the technicians were at the house on this day. 
  
  I feel that payment should be only for the work done by *****, the project manager. The technicians were sent out, but they were redundant. 
  
  Travel Time: 2 hours 
  Work Time: 2 hours 
  Lab (Samples): 1 hour 
  
  Total: 5 hours
  
  Thank you for your attention. I look forward to hearing from you through the BBB. 
  

  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 08/04/2025

  Hi ******,

  We attached the update invoice as per your request of 5 hours labor and include the email correspondence between Bella and yourself.  

  We accept credit cards and e-transfer to *********************************************************************************************************

  If we can be of any further assistance, please let us know.

  Kind Regards,

  ******

  Customer Answer

  Date: 17/04/2025

   
  Complaint: 22541813
  
  I am rejecting this response because:

  Dear *** or Madam, 
  
  It was most appreciated that you have agreed to update the invoice "as per request of 5 hours labor". (April 8, 2025) The correspondence, between Bella Restoration and myself, was attached to the email. However, the updated invoice, with the 5 hours of labor, was not. 
  
  When I have received the most recent invoice (i.e. updated with the 5 hours of labor, total amount for services rendered - funds paid by ****************** and the new outstanding balance), from Bella Restoration, I will review it. If all of the adjustments are on the invoice (i.e. over time, materials, clean-up, labor, etc.), then I will send Bella Restoration payment, for the work done, by e-transfer. 
  
  It would be most appreciated if the updated invoice is sent to the BBB. 
  
  Thank you for your attention. I look forward to closing the account. 
  
  Sincerely,
  
  ****** ******
  
  
  

  

  Business Response

  Date: 25/04/2025

  Hello ******,

  Please find attached a timeline of the invoice from start to finish.

  First invoice amount -  attachment is $3,046.79

  Then there are revisions requested - email correspondence attached 

  Second invoice amount - attachment is $1754.43 showing on the first page a payment on March 1, 2024 from the insurance adjuster for $546.79 Revisions done in orange.

  Revised invoice sent on June 6, 2024

  As per BBB request from yourself adjustments in pink.

  Final invoice is BEL-0517.$1,678.15

  So if you look on he invoice B24_1601029E you will see the payment from the insurance claim paid.

  This amount has already been deducted in your update invoices.

  If you require any additional information, please let me know.

  Thank you,

  ******

   

   

   

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 22541813
  
  I am rejecting this response because:
  

  Dear *** or Madam, 
  
  Thank you for sharing all of the documents through BBB. It is most appreciated. 
  
  When the invoice was initially adjusted, after ****************** shared my concerns about the discrepancies for services provided, the total amount owed was $2301.22. After deducting the amount paid ($546.79) by ******************, the outstanding balance was $1754.43. 
  
  The latest revision of the invoice, issued by Bella Restoration, noted the changes to the technician units (reduced to 5, instead of 12 hours). Adjustments were also made to the "profit", "overhead", and "GST" amounts owed accordingly. As stated on the invoice, the balance owed is $1678.15. 
  
  There is one last request before I submit the final payment. With the latest revisions to the invoice, it appears that I still owe the total amount of $1678.15. However, ******** has already paid Bella Restoration $546.79. According to my calculations, the outstanding balance is $1131.36. 
  
  Please send an invoice that breaks down, or notes, all of the following: 
  
  -items (i.e. technician hours, humidifier, air movers, drywall testing) with qty/units and total cost
  -sub-total 
  -profit 
  -overhead 
  -GST 
  -total amount for services rendered 
  -minus payment of ****************** 
  -outstanding balance owing (which has yet to be paid) 

  I look forward to closing this account. 
  
  Thank you for your attention.
  
  Sincerely,
  
  ****** ******
  

  

  Business Response

  Date: 14/05/2025

  Hi ******,

  Please see the attached revised invoice showing the payment from Wawanesa $546.79 along with the other details for the break down that you requested. The balance owing is not $1,131.36.

  If you require any additional information, please let us know.

  Kind Regards,

  ******

  Customer Answer

  Date: 24/05/2025

  
  Complaint: 22541813
  
  I am rejecting this response because:

  Dear *** or Madam, 
  
  Thank you for sending the itemized invoice with the information that had been requested (i.e. sub-total, GST, total amount owed, payment by Wawanesa, balance due). It is most appreciated. 

  This message is not a complaint about the document that was sent, by Bella Restoration, on May 15, 2025. Rather, it is in an inquiry about closing the account. 

  I will be submitting payment, in the amount of $1131.36, via an e-transfer. In the instructions, sent by Bella Restoration, there has been a request to provide the invoice #. When I send e-transfers, from my financial institution, there isn't a reference # option. Will noting the invoice number (BEL-0517), in the message box of the e-transfer, suffice?

  Thank you for your attention. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/06/2025

  Hi ******.  Yes, that will be fine.  Thanks.