Complaints

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• Initial Complaint

  Date:14/09/2022

  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.

  Installed stairs at summer cabin. 1. Stairs are 4 ‘ wide, purchased treads in 10’ lengths resulting in expensive wastage; 2. Did not support stairs according to BC building code: supporting with 2” x 2” posts. Supports propped up on rocks and/or bare dirt-no in ground supports. 3. Raised platform causing tripping hazard at top of stairs. 4. Stairs crooked. Stairs starting to slide. 4. Stairs are crooked. 5. Stair risers of 3 different heights 6. Handrail support not straight. 7. Centre riser cracked. 8. Stairs are a hazard: advised by 3 different contractors other that stairs do not meet BC building code standards. In fact I was advised to block stair access as stairs are in danger of failing and causing injury.

  Business Response

  Date: 04/10/2022

  This response is in point form and addresses most points made in the complaint with exception to the deposit and delivery fee.
  Deposit- client neglected to mention that she refused to pay our standard deposit to secure the dates. We understand, some contractors collect a deposit and never show up, so despite our hesitation, we compromised and agreed to collect the remainder of the deposit before we started work on the first day. This happened as agreed and work commenced.
  
  Delivery fee - materials ordered by us, and per our standard process, no markup or service fees added. The estimate included a delivery fee (fuel over $2/L at the time), 40min drive up steep, rough dirt road. Despite materials being delivered, this was never paid by client. 
  Longer board length and wasted materials - client was made fully aware that the local building supply store had mistakenly sold the 8’ treated 2x6’s that had been arranged and prepaid. It was a long weekend and the regular Contract Sales customer service rep was away for the weekend. On the Monday, we were able to secure 10’ boards (at the same cost!) in lieu so that the job would not be delayed. She knew and was appreciative of same on day 1 of job. No mention of waste was verbalized to us at all.
  
  No drawings or diagrams were provided by client.
  No specific demands for poured concrete pilings were made by the client prior to the start of the job. The estimate clearly showed the use of pads as footings. 
  
  Client was present for the smaller section of stairs, and both she AND her husband were pleased with the work, were excited to see the rest. 
  In fact they then left for the reminder of the job. They were not in town and did not request updates, photos or daily reports or feedback. Their son was at the cabin but he did not speak with us or express any concerns or have any questions for us at all during the remaining days we were on site. 
  
  Client was made fully aware, and in fact saw the process of using blocks and the natural bedrock layer of their property to support the lower level of stairs when they were home on day 1. 
  We had always stated we were planning to support the stairs in this manner and discussed the blocks/concrete pads both when we came out to see the job and also during day 1 of work. 
  By anchoring the bottom of the stairs to their existing deck, adding an extended flat landing in the middle and another landing at the top, the stairs were secure and stable when we completed the work.
  We explained in detail to the client that they are “crooked” as she stated, (based on the angle they sit on their existing deck) because we followed the existing path of their previous dilapidated rotting stairs. 
  Extensive excavation of their very steep and rocky bank would have been required in order to set the stairs in a new line. This would have required the costly rental of an excavator and hourly wage of an operator. The client had mentioned multiple, multiple times to us the importance of keeping costs low, which we did by utilizing the concrete pads and existing pathway.
  We firmly believe this client never intended to pay the full amount of the estimate, especially based on her hesitancy to pay the deposit.
  We aren't surprised that any additional contractors she may have had look at the stairs would, of course, in order to get her business, have stated that they needed to be replaced and are unsafe. 
  We absolutely and wholeheartedly believe this to be untrue.
  Upon completion, the stairs were solid; not wobbly, bouncy, unsafe, unsturdy or in any way subpar. They are something we were proud of and in fact we were sure they would be so happy with them, given the horrific state of their old stairs. 
  Their only request to us was that the stairs outlast them - and they will undoubtedly do so. 
  Pictures included of before and after