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:15/01/2024

  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.

  Mr. ********************** was hired to repair an exterior deck and staircases at a rental property in East Vancouver The job was not completed The work done was not satisfactory as guaranteed by Mr. ********************** The invoice was more than the estimate. I had asked for a quote I did not pay the invoice I provided photos and email follow-up as to why I do not owe the money.Hr, ********************** has sent me to a collection agency; *********************************** threatening my credit score. my assets, court action, penalty fees

  

  Business Response

  Date: 23/01/2024

  We were originally asked by this client to look at repairs to her rear deck.  An estimate was provided which specifically indicated the work was an estimate and the work would be billed based on actual time spent and materials used.  The client did not proceed at that time.
  
  Approximately 9 months later we were asked to estimate the work with additional scope.  An updated estimate was provided again with the stipulation that actual time spent and materials used would be invoiced.  We were asked to proceed with the work.
  
  As the work progressed the scope of the work changed as more rot was discovered during the demolition work. The client was updated on progress and we were told to do the necessary work as economically as possible.
  
  An invoice was prepared and sent to the client based on the work to date.  The client indicated that the work was not complete..  We asked to be paid for the work to date and we would return to do further work again based on time spent and materials used.  At this point the client indicated that she would hire someone else to complete the work.  We stopped all work at that point.
  
  Several months later the client emailed insisting that work was not complete based on our quote. We again pointed out that no fixed price quote was provided and prepared a detailed list of all the work that was completed.  Recognizing that some additional area of rot that could be addressed and in order to try to resolve the issue we offered to return to do this additional work at no further charge pending payment of the outstanding invoice.
  
  The client refused this offer and indicated she would not pay.  We followed up with a credit demand letter.  This is a first step in the process although an actual file has not yet been opened with our collections agency.  The client has since paid a small portion (less than 15%) of the outstanding invoice.  At this point our offer still stands to complete some additional work pending payment of the outstanding balance.

  Customer Answer

  Date: 26/01/2024

   
  Complaint: 21139114
  
  I am rejecting this response because:

  Mr. Handyman did not complete the job and the work is substandard.

  Unfortunately I am not able to attach all the documents and photos I have because it does not send in this format.

  I would like the opportunity to ensure all my evidence is submitted. I have one  more zip file to share.
  

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

  

  Business Response

  Date: 30/01/2024

  The client has rejected our resonable offer to return to do additional work at no charge pending payment of the outstanding balance.  We will give the client 10 business days to reconsider or begin a process such as the Civil Restitution Tribunal.  Otherwise we will have no choice but to formally send this to our collections agancy.

  Customer Answer

  Date: 30/01/2024

   
  Complaint: 21139114
  
  I am rejecting this response because:

  Mr.********************** has proven to be incompetent and I do not trust them to complete the job properly. Mr. ********************** never told me the job would be completed free of charge. Payment is made when a job is completed satisfactorily. If Mr. ********************** was a credible, professional,  company with expertise and integrity, the consultation and recommendation wouldn't have been to fix the existing deck. To expect payment and threaten debt collectirs for incomplete, careless, shoddy work is criminal.

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

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21139114
  
  I am rejecting this response because:

  I do not trust Mr. **********************'s competence and would prefer a professional to complete this job. I will not pay the outstanding invoice from Mr. ********************** because the job is not complete and the work is substandard. Hiring Mr. ********************** has cost me time, and energy causing undo stress and delaying the completion of this urgent project.
  I paid Mr. ********************** for the removal of the shed which is all they did correctly.
  I would like proof of any costs Mr. ********************** has to justify their charges. In any case, the resolution is to withdraw the charges.
  
  See below three comments from contractors who have looked at Mr. **********************s' "completed" job.
   
   1. Here is the comment from a professional who assessed the "completed " work done by Mr. **********************
  " Safety is our biggest concern and from what weve seen today, the deck and stairs are unsafe to use"
  
  2. COMMENT FROM A CONTRACTOR:
  Good morning *******, yes it truth, all in very bad condition and need to be replaced,
  In any case, everything looks terrible, a lot of rotten wood, rotten posts, some posts have been restored by adding some new wood it also looks terrible. The floor between the first and second floors has also begun to rot, it is soft and dangerous, it needs to be replaced, the only thing that can be left is the frame of this floor and the stairs from the ground to the second floor.
  
  3. Comment from a Contractor:
  The repair work looks temporary, as the correct saddles for the post **** joints werent used. The new set of stairs and handrail seem to be to code, but I didnt look too closely. The landings and stairs are old and are passed due for replacement, with the landing material, and other parts already rotting out. The handrail spindle gaps and heights arent to code either. The posts arent on post saddles, and could move and collapse in the event of a earthquake.
  
  COMPLETING THE JOB
  
  1. Remove and dispose of the existing deck and stairs (save some material).
  
  2. Prep, supply, and build new stairs and deck to the top floor with landing and rails.
  
  OPTION:  aluminum railings instead of timber ( aluminum is a better product and even though its more expensive the install is a lot quicker so you save money there compared to wood).
  
  3. New stairs, landing and rails built with P/T hemlock, coated deck screws and concrete footings for
  
  4. new support posts / structure.
  
  5. Note: For both lower and upper access - two sets of stairs as discussed.
  

  
  

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

  

  Business Response

  Date: 14/02/2024

  This former client consistently fails to acknowledge that our agreement was based on time spent and materials used for an identified scope of work.  This scope changed as additional rot was discovered.  There is no lump sum contract and certainly no scope of work that included rebuilding the entire deck and upper stairs. There is nothing to substantiate any claim otherwise.
  
  Its the clients choice to proceed with any additional work by others.  The cost of this work would likely be many times higher than our estimate because it is substantially different and significantly more work. We are not responsible for it in any way.
  

  Customer Answer

  Date: 14/02/2024

   
  Complaint: 21139114
  
  I am rejecting this response because: the scope of work was to fix, rebuild or build a durable and safe set of stairs and deck/landing.

  The work done was completely substandard and the job was not complete. The entire structure was left unsafe and rotting by Mr. ********************************** continuing to emphasize the rot! The rot was visible from the get go. It was not hidden. An extremely rotten post was left in place The whole thing was rotting!
  

  Stop pretending that the work you did deserves to be paid for!

  I should be reimbursed for my time, annoyance and delays in this project.

  I have provided observations from professionals about the unsafe, unacceptable condition of the structure after work done by Mr. ************************************* ASKED FOR A QUOTE, YOU GAVE AN ESTIMATE BUT an estimate IS STILL about the cost FOR THE WHOLE AND COMPLETE *** , WELL DONE!

  ESTIMATES ARE JUST A CON MANS WAY TO INCREASE THE COST AS THE *** PROGRESSES. Professionals are able and willing to provide quotes.
  

  Provide the receipts, invoices and all other documentation to justify your charges.

  I will not pay for the non work done. I pay for jobs done completely and properly.

  Withdraw your invoice.You did not provide worthy work! Stand by your guarantee. Withdraw your charges, and close this case so we can both move on to more important positive things.
  

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