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:18/12/2024

  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.

  Our strata manager hired RDH Building Science for a water stain issue on my ceiling, but the experience has been highly unprofessional and frustrating.Unprofessional Investigation:RDHs project manager, without my consent, opened areas under my windows and sidewalls, unrelated to the ceiling water stains. Their testing was incomplete and inconclusivethey declared my windows leak-free after a light rain, even though the area near the windows was dry. The final report blamed condensation, which failed to address the root cause.Excessive and Unjustifiable Costs:RDH charged $9,497.07, nearly double their original quote of $5,500. This included a $2,000 presentation fee for a meeting I was never informed of or participated in. Industry standards for similar investigations are typically $1,000-$2,000.Damage to My Property:During the investigation, **** contractors damaged my brand-new flooring. **** project manager acknowledged this in writing and promised to replace it. However, months later, they have failed to follow up, and all my attempts to contact them have been ignored.The Real Cause of the Issue:Subsequent investigations by **************************************************** confirmed by my property managerfound the actual cause was excessive condensation from the upstairs unit's windows, which leaked water down to my ceiling. RDH ignored this and provided an incorrect diagnosis.Conclusion:RDH charged excessive fees, caused further damage to my home, and failed to resolve the issue. I am seeking reimbursement for the unjustified charges and accountability for the damage to my flooring.I have supporting emails, invoices, and reports from other professionals confirming the real cause of the problem and RDHs responsibility.

  Customer Answer

  Date: 18/12/2024

  Dear Mr. ****************** you for your email regarding my complaint against RDH Building Science Inc. I appreciate your assistance in this matter. Below are my responses to your requests for clarification:
  *** Claim:
  I have previously filed a *** claim regarding this issue, but the claim was specifically against my property management company, not RDH Building Science Inc. The *** claim primarily addressed the unreasonable fees and interest charged to me by the property management for the leak investigation. Under the *** case managers mediation, I was forced to settle due to financial constraints and my current unemployment. However, this settlement did not address the damages caused to my flooring by RDH Building Science Inc., which remains unresolved.
  Payment Responsibility:
  The payment for **** services was made by the strata through my property management company. Unfortunately, the property management has consistently failed to act on my complaints regarding **** unprofessional behavior and the damage caused to my home. Despite my repeated attempts to resolve this issue with the property management, they have been unresponsive and negligent, leaving me with no other option but to escalate this complaint to BBB.
  Strata Consent:
  I understand that BBB requires either a signed consent form from the strata or confirmation that I directly paid RDH. Unfortunately, given that my property management company is being replaced (as decided during our owners' meeting on Monday), I am uncertain if I can secure such a document within the short timeframe provided, especially given the upcoming holidays.
  In light of these challenges, I kindly request guidance on how to proceed if I am unable to obtain the required consent from the strata. I believe my complaint is justified, as the unprofessional conduct of RDH directly impacted my property and caused significant emotional and financial distress.
  Additional Documentation:
  I have supporting evidence, including invoices, emails, and reports, that clearly demonstrate **** involvement in damaging my flooring and their failure to address the issue. If needed, I can provide these documents for your review.
  Thank you for your understanding and support. Please let me know how I can proceed under these circumstances. I am also happy to provide additional details or request an extension, if necessary, due to the upcoming holiday period.
  Best regards,
  Yuan

  Business Response

  Date: 03/04/2025

  Thank you for sharing your honest feedback, Yuan. We hear your concerns and sincerely apologize for the frustration and stress you've experienced. Its never our intention to cause any inconvenience, and we regret that your experience did not meet your expectations. Please reach out to us at ************ and a member of our team will respond promptly to address your concerns. As this work is directly overseen by the ************** and/or ******************** we will adhere to the proper communication channels and coordinate through them accordingly.