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:08/02/2024

  Type:Order 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.

  The contractor declined to complete the work and is refusing to communicate or provide full refund. The original contract was dated for 2021 and contains 50% non-refundable deposit. However, the contract was revised with price increases and many other charges in August 2022. Despite the work being reduce, I was told I had to pay in full if I wanted to get the work completed. This was a difficult position for me, and one that did not make sense, since I had been the one always reaching out to the vendor. After numerous attempts of trying to get scheduled for the work I provided a final date for when the work must be completed by (December 2023). At this point the vendor provided a refund for the $1900 price increase. Refusing to speak to me or provide refund for the remaining $5250 paid. I have attempted to call and have sent an email. Due to his dad passing, I have tried to provide time. With no contact over the last 60 days, I am not sure what else to do. The vendor is refusing to complete the work, and at this point I dont have any confidence in the job being completed with any level of quality. I'd like the full refund since I did not violate the contract. He has failed to hold to any commitment and has been either too busy or not available to provide the services for the last two years.

  Business Response

  Date: 04/03/2024

  BBB Response to Client
  The client contacted our business via email on Jan 4, 2021 regarding us providing plaster finishes for a small fireplace and a backsplash behind a bar and stove area in her residence ASAP.  We responded the same day, and then provided some price ranges via email on Jan 5, 2021. On Jan 6, 2021 a price was set for $4000, and a deposit request sent through Quikbooks.  The client did not respond to the deposit request until April 19, 2021 (nearly 4 months later),citing that theyd been occupied with providing support for family members.  I explained that we were booked up and unable to accommodate her request at the time, and expressed concern at taking the client on due to the lack of follow-up communication after having been willing to accommodate their ASAP request in Jan.  The client persisted and stated that their sister would be available as a contact point, assuring us that communication would not be an issue going forward.  We decided to accept the client and requested that they email to us photos of the areas to be plastered, as is our standard procedure.
  The requested photos were received via email several weeks later, on May 12, 2021.  It was observed that the fireplace was not finished as the client had described and required more prep before application of the decorative plaster finish.  The client now also requested additional plaster application to a hood range which was not yet installed, as well as an exterior retaining wall.  A site meeting was set for the following Monday, May 16, 2021 at 5pm, and a price of $10,000 was quoted for all of the work.  The client placed a deposit of $5250 on May 19, 2021, which we require before beginning sample-making and formally booking the work into our calendar. This is our standard procedure.  Due to the incompletion of the preparatory work necessary for us to come in and apply the plaster finishes,on May 26, **************************************************************************************** touch regarding the progress of the preparatory work so that we could schedule the project dates. I provided a potential timeframe of Aug-early Sept 2021 but stated that we would try to come sooner if the areas were completed and ready before then.
  By July 13, 2021 I had not received any updates from the client. I contacted them via email, attaching photos and a video of the samples that had been prepared and requesting their review and approval.  On July 16, 2021 the client replied, stating that their grandfather had passed away and that they would finalize the sample approvals that week.  I replied, offering to meet and show the samples in person and offered to begin the exterior plaster work the following week.  I requested that if they were agreeable to that, the arrangements for access to their property would need to be made.  I also mentioned that I had travel holiday plans for the last week in July.
  The client did not reply again until Aug 3, 2022 over one full YEAR later.  At this point any client would lose their deposit as money provided as a deposit is seen as an offer of income and our time was allocated for summer 2021 to install, along with my time for sample making, phone calls, emails, and the site visit.
  At this point, nearly 18 months had elapsed since the initial contact from the client, and they had still not approved samples.  No explanation nor apology was offered for the lack of communication for the previous 13 months, yet they made an immediate request for our current schedule.  Our business provides luxury services and often books for many months ahead, requiring clients to maintain contact in terms of scheduling.  I did not have time to immediately respond to this out of the blue request from the client, and two days later on Aug 5, 2022 they messaged again via the business Instagram page asking if I had reviewed their email and requesting to know when their work can be done.  I replied via Instagram the same day, advising that we were booked up but that one of my installers would connect with the client.  I mentioned that we had a years worth of portfolio to manage since they had last been in contact and informed them that their account had been closed and deposit forfeited but that despite all of this I would try to accommodate them.  I stipulated that full payment prior to install was now required due to the lapses in communication for long periods of time and alternatively offered to return half the clients deposit (despite it having been forfeited at this point) and cut our losses.  The client insisted on proceeding with the work and committed to being available as necessary to take the steps for completion.They also wrote in the Instagram thread that they now wished to reduce the project by half, stating therefore it was already paid in full.
  I was agreeable to the reduction in the scope of the work,however explained to the client that the pricing has increased since the time of the original quote, and that smaller jobs cost more due to discounts being applied for larger scopes.  I informed the client that new samples now needed to be produced, since our company had switched to using our own manufactured materials. Having discussed the upcharges required, the option again was offered to simply return half of the deposit to the client and go our separate ways.  The client chose to pay the additional charges up front for the work, including new samples, which amounted to $1916.25.  Prior to making this payment, the client asked if it could be reduced by $1500 the price they stated they were paying for drywall work to finish the fireplace prep. It was explained via email Aug 24, 2022 that the drywall work was always required to be level 4 as is standard with our company.  I further explained in detail the pricing,product, and timeline changes, and how the amount due had increased to the current figure.  I again stressed the offer to return half the deposit to simply terminate dealings with this client, yet they said it all made sense and wanted to know when the work could be done.  My installer whom I assigned to this client had just sustained a hand injury and would be unavailable for 3 weeks, so I informed the client that we would be in contact after that time.  At this point, the priority was to get new samples produced and approved by the client, and I related the importance of this step to the client.  We also required photo assurance from the client that the areas to be plastered were indeed fully prepared.  This is standard with all of our projects and any of our clients can attest to this.
  On Sept 13, 2022 I updated the client via email that the samples were being produced and would be ready to be shipped to them in one week.  I also informed them that my installer was cleared for work. The samples were shipped on Sept 20, 2022 to the clients home address.  My installer awaited approval of the samples yet the next contact from the client was not until Feb 13, 2023 5 months later.  At this time, the client wrote a one sentence email, asking about upcoming openings again and no mention of the samples or approvals nor any apology/explanation for again wasting more of our time.  On Feb 21, 2023 I still continued to try to accommodate the client despite the bizarre circumstances and extended time that had passed.  I requested via email for the client to forward photos of an approved sample.  I also stated that we were booked for the next couple of months but would reach out when we had an opening.  I requested the clients current phone number, so that my installer could call to arrange scheduling.  On March 12, 2023 the client sent a reply with no writing whatsoever and only a photo of one of the samples.  On March 16, 2023 I emailed again asking for them to please forward their phone number, and I requested a photo of the fireplace so that we could see its current condition. I did not hear back from the client again until Sept 17, 2023 6 months later.  At this time, the client finally sent a phone number and declared that we have a deadline of Dec 15, 2023 to complete the work.  I did not respond to this email and the client again emailed on Oct 1, 2023 requesting that we perform the installation during the holiday season.  We were in the midst of a very busy period and working night and day with the plan to close for a break during the month of December.  Given that the client had behaved in an unusual manner for approaching 4 years now, I had no confidence in the client taking the steps necessary for us to do the work.  They had still failed to send an updated photo of the fireplace and I had no idea if it and the other areas were ready for the plaster finishes.  I seriously doubted that the client would communicate with me or my installer sufficiently for access the residence to be gained for several days to get the job done.  Therefore, a refund for the additional costs of $1916.25 paid previously by the client was issued to them in the form of an e-transfer.  The client accepted the e-transfer a few weeks later.  Approximately two weeks after that, I was notified by Quikbooks that the client had claimed fraud and that this amount we had already refunded to the client was removed from my business account a second time.  I was able to successfully disprove the clients claim in writing, and my business was awarded the amount back, with the client being shown to have fraudulently attempted to claim funds that had already been released to and accepted by them via e-transfer.  That process took over 50 days.  Following that, in early Feb, 2024 the client has left a complaint on BBB.
  Just prior to refunding the client, the last correspondence received from them was on Oct 3, 2023. On that date the client stated via email that they wanted a full refund of the deposit placed on May 19, 2021, if we are declining to do the work.  On the other hand, they also acknowledged in the same email that they were happy to pay for the site visit and for the samples which were made (I produced eight samples total over the two separate time periods.) Now the client is asking for a full refund on BBB,after having already stated they were comfortable paying for our time in their final email.
  The client claims that I am unwilling to return the full refund: full details have been outlined above as to why the client lost the deposit.  A deposit is a promise of income and it is standard practice in the industry to collect a deposit to ensure that we are compensated for investment of significant time and energy in dealing with requests for service.  Our preference is always to try our best to please our clientele and we really went above and beyond what would be reasonably expected of us in trying to accommodate this client.  We have verifiable proof via all email correspondence with the client as to the timeline and our attempts to conclude this matter either by getting the work done for the client, or multiple offers to refund half of the original deposit despite it having been forfeited by all reasonable standards.  The client makes many false claims in their statement to BBB regarding them always being the one to reach out to us; regarding random additional costs which they claim to not understand; and even the shocking claim that my father had passed.  My father has not passed nor have I ever made mention of anything whatsoever about my personal or family life with the client.  I have made more than sufficient efforts to communicate with the client and work with them.  The final date of this BBB claim was close to 1100 days after the client having made initial contact for an ASAP work request.  During this time, our business has completed countless projects; the progress may be seen on Instagram,YouTube, and multiple websites.  No other clients have ever made claims against us as taking a deposit and not being available for work. 
   We take great pride in our work, products, and client care and do not take lightly the clients unfair and untruthful public statements made here.  For this reason, we have now engaged our legal team in drafting and issuing a cease-and-desist order to this client to ensure they do not continue to make fraudulent and false claims against us.
  

  Customer Answer

  Date: 03/07/2024

   BBB response to client from vendor is numerically outlined with client responses below:
  
  
  1.   The client contacted our business via email on Jan 4, 2021 regarding us providing plaster finishes for a small fireplace and a backsplash behind a bar and stove area in her residence ASAP.  We responded the same day, and then provided some price ranges via email on Jan 5, 2021. 
  
  Response: Correct, original scope of work included fireplace finish and two backsplash areas.  Price ranges were dependent on finish and drywall work that *** be needed after original boards were removed.  The original conversation also stated the need to complete the work ASAP, an approximate amount was verbally communicated and an official quote would be provided for the next day.
  
  2.   On Jan 6, 2021 a price was set for $4000, and a deposit request sent through Quikbooks. 
  
  Response: Incorrect.  Official quote was only provided on Jan 20th.  Quote reference number was BC000225Q.  The verbal quote was still pending an official document for the work.  This quote indicated Quartz primer could be applied to drywall and was not suitable for waterproofing or stain blocking.  The quote did not indicate the surface of the drywall needed to be mud and sand completed.  This was only discussed via email communications.  GST stain block elite was included in the quote as being the product that would provide gas, oil, grease, and water resistance.  It was also indicated this would not change the surface appearance.  This quote did provide a total price of $4,000 and a deposit of the approved contract value must be paid as acceptance of work and quotation.
  
   
  
  Further, the contract indicates the balance of the payment of the approved contract value must be fully paid upon practical completion of our work.
  
   
  
  3.      The client did not respond to the deposit request until April 19, 2021 (nearly 4 months later), citing that theyd been occupied with providing support for family members.  I explained that we were booked up and unable to accommodate her request at the time, and expressed concern at taking the client on due to the lack of follow-up communication after having been willing to accommodate their ASAP request in Jan.  The client persisted and stated that their sister would be available as a contact point, assuring us that communication would not be an issue going forward.
  
  Response:  The work was declined by the business this fact is correct.  Due to personal circumstances, I was unable to facilitate the communication.  This is all correct.  Alternative arrangements were made to allow for my sister to be available and ensure the site was available and I would not need to co-ordinate my schedule to facilitate the schedule of the vendor.  Sisters communication details were also provided on an email.  Providing a safe site for all contractors was a major priority for me.  This lengthened the time frame of minor work that was being completed.
  
  4.      We decided to accept the client and requested that they email to us photos of the areas to be plastered, as is our standard procedure.
  The requested photos were received via email several weeks later, on May 12, 2021.  It was observed that the fireplace was not finished as the client had described and required more prep before application of the decorative plaster finish.  The client now also requested additional plaster application to a hood range which was not yet installed, as well as an exterior retaining wall.  A site meeting was set for the following Monday, May 16, 2021 at 5pm, and a price of $10,000 was quoted for all of the work.  The client placed a deposit of $5250 on May 19, 2021, which we require before beginning sample-making and formally booking the work into our calendar. This is our standard procedure.  Due to the incompletion of the preparatory work necessary for us to come in and apply the plaster finishes, on May 26, **************************************************************************************** touch regarding the progress of the preparatory work so that we could schedule the project dates.  I provided a potential timeframe of Aug-early Sept 2021 but stated that we would try to come sooner if the areas were completed and ready before then.
  
  Response:  I had additional work that needed completion and I added the work to the scope since my job was stated to be too small at this point.  I was comfortable to commit to additional work since I have always admired the work completed by 5-Star.  But I did also feel like the only way I was going to receive service was if the job was substantial enough since the vendor indicated that they were extremely busy and had many large jobs on the go.  This additional work required for me to align multiple contractors to complete prep work.  This included masonry work, cabinetry work, pressure washing and installation of garage door since the quote indicated any movement/ disturbance that led to cracking would not be covered under the two-year warranty.  Additionally, paving and rehabilitation work in the area by the City blocked access and it was within the agreement that I was responsible for providing appropriate access to the site.  The dust factors would also have prevented decent completion of work.  At this point in time no further communication was made by the vendor to neither myself nor my sister about having any openings.
  
  Prior to having to add the additional work, a request was made on May 7th to book the work for the next possible opening.  This communication clearly indicates the desire to complete the work as well as understanding of scheduling demands of the vendor.  When agreement was reached for the larger scope of work there was a clear understanding that the new areas added would require clean up and completion and good weather days for the work to cure.
  
  5.   By July 13, 2021 I had not received any updates from the client. I contacted them via email, attaching photos and a video of the samples that had been prepared and requesting their review and approval.  On July 16, 2021 the client replied, stating that their grandfather had passed away and that they would finalize the sample approvals that week.  I replied, offering to meet and show the samples in person and offered to begin the exterior plaster work the following week.  I requested that if they were agreeable to that, the arrangements for access to their property would need to be made.  I also mentioned that I had travel holiday plans for the last week in July.
  
  Response: Between Covid issues with booking contractors and the immense loss in my family it was a very tough time.  ****** was very understanding and sent the videos and I agreed with his selection for the samples and they met with the look and feel including light reflection I had expressed during the site visit.  I was expecting to hear back from ****** once he was back on holidays and did not expect a quick response considering how buy he had expressed he was.  Further, I was not concerned about being first on his list and wanted to give him whatever time he required as appreciation for his understanding of my personal grief.  I appreciated the samples and the time invested in to the task, however based on the instructions to review IG page I had already made selections and the type of finish was determined when quote was originally accepted.  We did have further discussion on how the sealer being applied to backsplash does in fact change the colour which based on the quote was indicated as will not create any variation in final finished product.  Since the two different finished products were not going to be next to each other and it was indicated that the protection level would be better I agreed with the professional advice that was being provided to me.
  
  
  Based on the response from the business at this point it just seems like a communication issue.  I was expected the business to tell me when they could fit me in, and they were waiting for me to tell them when I was ready.  The season passed and neither party was going to be able to facilitate the work during the rainy/ snow season.
  
   
  
  6.      The client did not reply again until Aug 3, 2022 over one full YEAR later.  At this point any client would lose their deposit as money provided as a deposit is seen as an offer of income and our time was allocated for summer 2021 to install, along with my time for sample making, phone calls, emails, and the site visit.
  
  Response:  I can understand how this timeline appears to be lengthy when considered as calendar months.  However, the work that required completion could only be completed during dry months.  This was indicated for the second quote that was accepted and deposit paid on.  It wasnt just the work that would be completed by ****** and team but also the work being performed by the contractors.  For me to fulfill my end of providing the ready to install site as indicated and as mentioned by ************** needed to have all the prep work completed.  I contacted ****** as soon as I had the final contractors fixed.  The garage floor finishing and door installation were finally booked and expected to be done for the month of August 2022.  There was no communication sent that indicated that there was going to be a closure of contract. 
  
   We could easily have completed the contract in two parts, first being interior and second being exterior.  But during our site visit I agreed that making multiple visits was a waste of resources and additional cost and I was happy to have all work completed at the same time. However, as mentioned previously I still was not on the schedule.
  
  7.      At this point, nearly 18 months had elapsed since the initial contact from the client, and they had still not approved samples.  No explanation nor apology was offered for the lack of communication for the previous 13 months, yet they made an immediate request for our current schedule.  Our business provides luxury services and often books for many months ahead, requiring clients to maintain contact in terms of scheduling.  I did not have time to immediately respond to this out of the blue request from the client, and two days later on Aug 5, 2022 they messaged again via the business Instagram page asking if I had reviewed their email and requesting to know when their work can be done.  I replied via Instagram the same day, advising that we were booked up but that one of my installers would connect with the client. 
  
  Response:  Initial contact deems no relevance since the scope of work had to be increased to be serviced by the business.  Our site visit was very clear with the prep work that needed to be completed and that I was to contact the vendor once this work was completed.  Further, it was clearly indicated and is very understandable that finishing of this nature can only be completed in dry weather.  I dont think its unreasonable to reach out and request for an approximate date if you have paid the deposit and have heard nothing from a vendor who originally indicated they were fully booked for the near term.  Communication details held by the business included email, IG, and phone number.  I did not hear from any installers. 
  
  8.      I mentioned that we had a years worth of portfolio to manage since they had last been in contact and informed them that their account had been closed and deposit forfeited but that despite all of this I would try to accommodate them.  I stipulated that full payment prior to install was now required due to the lapses in communication for long periods of time and alternatively offered to return half the clients deposit (despite it having been forfeited at this point) and cut our losses.  The client insisted on proceeding with the work and committed to being available as necessary to take the steps for completion. They also wrote in the Instagram thread that they now wished to reduce the project by half, stating therefore it was already paid in full.
  
  Response: After going through all the additional work and delays it was not my preferred decision to reduce the work.  The work was reduced to avoid having any dependency on weather and having a request for the least amount of days to just have this contract complete and behind me.  It was also frustrating that the vendor is booking months in advance for other customers yet I could never get even an approximate date for potential completion of work.
  
  
  9. I was agreeable to the reduction in the scope of the work, however explained to the client that the pricing has increased since the time of the original quote, and that smaller jobs cost more due to discounts being applied for larger scopes.  I informed the client that new samples now needed to be produced, since our company had switched to using our own manufactured materials.  Having discussed the upcharges required, the option again was offered to simply return half of the deposit to the client and go our separate ways.  The client chose to pay the additional charges up front for the work, including new samples, which amounted to $1916.25.  Prior to making this payment, the client asked if it could be reduced by $1500 the price they stated they were paying for drywall work to finish the fireplace prep.  It was explained via email Aug 24, 2022 that the drywall work was always required to be level 4 as is standard with our company.  I further explained in detail the pricing, product, and timeline changes, and how the amount due had increased to the current figure.  I again stressed the offer to return half the deposit to simply terminate dealings with this client, yet they said it all made sense and wanted to know when the work could be done.  
  
  Response:  The price increase based on the original quote for reduced scope of work was 68%.  Having already invested with the original deposit and obtaining the communication that the work would be a priority based on schedule of the installer I was willing to place the full upfront payment even though the contract indicates full payment at the completion/ application of work.  My action in providing additional funds showcases my desire to complete the contract.  Being demanding or insisting is not within my nature, nor do I think its professional to be pushy.  When I received the communication that I would be contacted, and further that there was a lot of work booked I accepted that in the near future I would be contacted.  In fact, I expressed how happy I was for ****** for the level of success he had achieved.
  
  9.   My installer whom I assigned to this client had just sustained a hand injury and would be unavailable for 3 weeks, so I informed the client that we would be in contact after that time.  At this point, the priority was to get new samples produced and approved by the client, and I related the importance of this step to the client.  We also required photo assurance from the client that the areas to be plastered were indeed fully prepared.  This is standard with all of our projects and any of our clients can attest to this.
  
  
  On Sept 13, 2022 I updated the client via email that the samples were being produced and would be ready to be shipped to them in one week.  I also informed them that my installer was cleared for work. The samples were shipped on Sept 20, 2022 to the clients home address.  My installer awaited approval of the samples yet the next contact from the client was not until Feb 13, 2023 5 months later.  At this time, the client wrote a one sentence email, asking about upcoming openings again and no mention of the samples or approvals nor an apology/explanation for again wasting more of our time.  
  
   Response:
  
  This was the third time I was asked to select samples with no information on the variations between the previous decisions already made.  The links to the previous samples couldnt be located and I spent a significant amount of time looking for the images that I had left for my sister to provide a sample in case of any issues during installation.  The tint on the sample for the kitchen backsplash held an obvious yellow hue.  I didnt bother asking further questions to the vendor because at this point each time I was initiating communication, all communications just held a tone of annoyance.  I was also just as frustrated at this point in time.  I tested the sample in various different lights against the wall to see if I could live with it.  I also decided to test the sample for its ability to deal with oil and grease.
  
  10.  On Feb 21, 2023 I still continued to try to accommodate the client despite the bizarre circumstances and extended time that had passed.  I requested via email for the client to forward photos of an approved sample.  I also stated that we were booked for the next couple of months but would reach out when we had an opening.  I requested the clients current phone number, so that my installer could call to arrange scheduling.  On March 12, 2023 the client sent a reply with no writing whatsoever and only a photo of one of the samples.
  
  Response: This I will take full responsibility for.  The email was located in drafts but not till a later date.  The reason why only one photo was provided because one finish was to be used in all three areas with the exception of the sealant it was all the same style.  The one image held 50% of fireplace and 50% of kitchen backsplash.  Im not sure what else was needed here.  This was the third time I was told I would be contacted when there was an opening but no actual approximate timeframe based on the current schedule.  My full details were held by the business.  It appears that every communication being provided since the full payment was received only places an additional task on me when the underlying issue was to just confirm a date so we could both get past this.
  
   
  
  11. On March 16, 2023 I emailed again asking for them to please forward their phone number, and I requested a photo of the fireplace so that we could see its current condition.  I did not hear back from the client again until Sept 17, 2023 6 months later.  At this time, the client finally sent a phone number and declared that we have a deadline of Dec 15, 2023 to complete the work.  
  
  Response: At this point a full year had passed since I was told I would be added to the schedule.  My painters needed to come in and finish the final coat.  It was the first time I gave a window after being completely patient with the other jobs that were always prior to me.  Every time it came to actually doing the work there seems to be a repeat of decision making, and follow ups.
  
   
  
  12.  I did not respond to this email and the client again emailed on Oct 1, 2023 requesting that we perform the installation during the holiday season.  We were in the midst of a very busy period and working night and day with the plan to close for a break during the month of December.  Given that the client had behaved in an unusual manner for approaching 4 years now, I had no confidence in the client taking the steps necessary for us to do the work.  They had still failed to send an updated photo of the fireplace and I had no idea if it and the other areas were ready for the plaster finishes. 
  
  Response: The other areas were ready for finish when the site visit was made.  I also also committed to ensuring the level 4 finish on the fireplace.  Considering the contract indicates it is my responsibility to ensure appropriate readiness I dont see how this was a hold up.  Especially since I had communicated at the point when the scope of work was reduced that the areas were ready. 
  
  13.  I seriously doubted that the client would communicate with me or my installer sufficiently for access the residence to be gained for several days to get the job done.  Therefore, a refund for the additional costs of $1916.25 paid previously by the client was issued to them in the form of an e-transfer.  The client accepted the e-transfer a few weeks later. 
  
  Response: The vendors communication stated a refund for the 68% increase and a message to never contact them again.  The vendor selected to renew the contract based on the reduced scope with stipulation of full payment.  The vendor selected to make another round of samples.  These samples are being stated as normal course of business practises yet no such samples were provided in previous selection phases.  I can understand a non-refundable deposit in terms of a client not wanting to continue with the work.  In this situation it is the vendor that is selecting to cancel the contract.  It is being communicated that the length of time was unreasonable, yet the length of time was due to original rejection to do the work resulting in scope increase.  This work than resulted in weather dependencies.  Each time communication is made to fix a date there seems to be another hold up.    
  
  14. Approximately two weeks after that, I was notified by Quikbooks that the client had claimed fraud and that this amount we had already refunded to the client was removed from my business account a second time.  I was able to successfully disprove the clients claim in writing, and my business was awarded the amount back, with the client being shown to have fraudulently attempted to claim funds that had already been released to and accepted by them via e-transfer.  That process took over 50 days.  
  
  Response: A claim was placed with the credit card company after attempt to communicate a reasonable departure from the contract.  The vendor did not respond to my request to be refunded in full LESS reasonable amount for samples and site visit.  The claim was made on the vendor name.  I responded promptly to the credit card company to inform them that the final payment was in fact provided.
  
  15. Following that, in early Feb, 2024 the client has left a complaint on BBB.
  Just prior to refunding the client, the last correspondence received from them was on Oct 3, 2023. On that date the client stated via email that they wanted a full refund of the deposit placed on May 19, 2021, if we are declining to do the work.  On the other hand, they also acknowledged in the same email that they were happy to pay for the site visit and for the samples which were made (I produced eight samples total over the two separate time periods.)
  
  Response: The additional samples *** have been required due to product change and I was happy to have that conversation.  But simply stating do not contact us as soon as I place a timeframe when I have been waiting for some form of a date window since we reduced the scope of work seems very unfair.
  
   
  
  16. Now the client is asking for a full refund on BBB, after having already stated they were comfortable paying for our time in their final email.
  
  Response: An email that the vendor refused to respond to.  Further, a reasonable amount was indicated in the communication.  Considering the decision to terminate was with the vendor a full refund was requested.  ************** made was based on good faith and completion of services.
  
  17.  The client claims that I am unwilling to return the full refund: full details have been outlined above as to why the client lost the deposit.  A deposit is a promise of income and it is standard practice in the industry to collect a deposit to ensure that we are compensated for investment of significant time and energy in dealing with requests for service. 
  
  Response: Deposit made the quote contractually binding for income to be earned upon delivery of services.  Once again, Id like to outline the three attempts were work was being cancelled and than accepted outside of claimed normal business practises.  First, the work was accepted after the job was increased by over 100%.  The second time it was with full payment.  And than a final cancellation of contract and communication was deemed by the vendor.
  
  18. Our preference is always to try our best to please our clientele and we really went above and beyond what would be reasonably expected of us in trying to accommodate this client.  We have verifiable proof via all email correspondence with the client as to the timeline and our attempts to conclude this matter either by getting the work done for the client, or multiple offers to refund half of the original deposit despite it having been forfeited by all reasonable standards. 
  
  Response: The same documentation showcases attempts to receive a date or window of opportunity.  The same documentation also provides proof to all communications being made by the client after lengthy waits.  Yes it is 100% the clients fault for the sample selection email not being delivered.  I take full accountability for this error, however prior to this incident two communications indicated work would be placed on the books or an installer would be in touch.  At a later date, it was than communicated that a phone number was required.  The continuous delays are not one sided here.
  
  19. The client makes many false claims in their statement to BBB regarding them always being the one to reach out to us; regarding random additional costs which they claim to not understand; and even the shocking claim that my father had passed.  My father has not passed nor have I ever made mention of anything whatsoever about my personal or family life with the client.
  
   
  
  Response: Apologies on the shocking claim.  My assistant didnt realize the owner was not for 5star, as the passing was not of ******* father, but the father of another vendor who provides the same services. 
  
  20. I have made more than sufficient efforts to communicate with the client and work with them.  The final date of this BBB claim was close to 1100 days after the client having made initial contact for an ASAP work request.  During this time, our business has completed countless projects; the progress *** be seen on ******************* and multiple websites.  No other clients have ever made claims against us as taking a deposit and not being available for work. 
  
   
  
  Response: The timeframe being stated in 1100 days is misrepresenting the situation.  My comments should provide the details for how this time lapsed and commitments continued over the course of this timeframe.
  
  
   21. We take great pride in our work, products, and client care and do not take lightly the clients unfair and untruthful public statements made here.  For this reason, we have now engaged our legal team in drafting and issuing a cease-and-desist order to this client to ensure they do not continue to make fraudulent and false claims against us.
  
  Response: No fraudulent or false claims have been made against the business.  In fact, the selected sample has been discussed as well as the work completed by ****** on IG showcased to three project managers.  I have only spoken of ******* work with the utmost respect and admiration.  I am not looking to cause harm, only obtain a reasonable solution for not being provided with a date and than cancellation of terms.  I would gladly have resolved this directly without the assistance of BBB.