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:16/09/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I'm filing a complaint with the BBB on behalf of my mom, ******** ******. She had an employee from CDN Coast Health over on Aug. 31st for a sales pitch. They showed up late and stayed for 3 hours explaining why she needed an elaborate safety system. Only when she was tired and wanted them to leave did they pull out contracts for her to sign. She decided the following day it was too much money and not necessary. CDN Coast Health was emailed by her on Sept. 4th with all necessary info for cancellation as well as attachments showing she sent registered mail for cancellation. She wanted acknowledgement of cancellation as well as her voided cheque back. No acknowledgement for days so she called them a few times. They said they'd do it later. Another email was sent on Sept. 10th asking for confirmation as well as her cheque. They finally acknowledged this email and said to stop harassing them.
  
  I believe this business is legitimate but that they prey on senior citizens and try to lock them into contracts. My mom asked for her cheque over the phone and was told it wasn't legal. In her email on the 10th they then changed it to she could pick it up by appointment only. To cancel this contract they require you to send them registered mail which we did. Most contracts can be cancelled by phone or email. Only when my mom emailed them on the 10th asking for written confirmation and her cheque or she'd go to BBB and ******** ********** ** did we get a response. Her first call to cancel on Sept. 6th, she was told the boss would call her. The next day he called and tried to talk her into the contract and wouldn't give his last name. The fact that the story changed on her voided cheque is also a red flag.
  
  We'll be taking their email acknowledgement to the bank to make sure no charges start but it's worrisome that my mom gave them a voided cheque that they don't want to return. *** ********* **** ******** *** * ***** ***** **** ** ****** **** ** ** ****** *** Please contact me ASAP.

  Business Response

  Date: 03/10/2022

  To Whom It May Concern: 
  

  We wish you were there with your mother to see the information because this complaint and questioning our ethics would not exist if you were present and saw the same thing as she did. Your mother received same day responses every time she contacted us. We assume that you have not been privy to the conversations and emails because if you saw them then you would know that and wouldn't state that she did not get responses for days. Our correspondence has been with your mother and not yourself so it makes it more difficult since you have not see how we respond quickly, patiently and politely. We still value you opinion and will do our best to address your concerns.

  We appreciate your concerns and will address them one at a time. First off, we did not do a “sales pitch.” We do fire safety meetings. Over 80% of this safety meeting has absolutely nothing to do with the products our company carries. We do not charge anything for these meetings and we, in-fact, provide free fire safety assessment, information, home safety checklist, fire quiz, people locator stickers, and an emergency preparedness kit. All of the aforementioned is done free of charge. We do not have a way of knowing the age of our clients prior to seeing them, nor do we ask or discriminate against anyone due to age to share free lifesaving information. It would be terrible if we denied a person free information based on their age. We  encourage you to have a free home safety evaluation done so that you can have an educated opinion on exactly what we do. Your mother enjoyed the free information and decided to go ahead with protecting her home with our products. 

  We have the email correspondence to show her friend emailed us to reschedule the day of the installation but she did not decide the next day that she did not want it as you say in your complaint. It was several days later that again her friend ******* emailed on her behalf. Regardless, we have acknowledged on multiple occasions that her agreement is completely null and void, explained that her emailing us makes it null and void, her letter makes it null and void, we emailed back more than once confirming it is null and void, had over a dozen phone conversations explaining the same thing and on top of all of that we also provided her with the contact information of the finance company for her and we assume her friend ******* who emailed us on her behalf. We encouraged, for her own and *******s peace of mind, to call them and verify for the 15th time that everything is null, void, she will not be charged, and no agreement or business exists between her and our company or anyone affiliated with us. Please ask your mother for the records so you can verify our timely responses. What else could we possibly do at this point? 
  
  We have done everything she has asked and we were very patient as she called sometimes several times per day to ask the exact same questions and verify there are no charges. We gave her the finance company info on multiple occasions to call them and verify it herself. We stayed very patient and understanding of her concerns and worries. 
  
  Where we draw the line is when it is being demanded that she wants personal delivery of her void check to her home. That is very unreasonable because we are not a delivery service and for someone to do an outcall, we cannot do that for free. She wanted everything in person. So, to give her a feasible alternative, we offered for her to come by and pick it up. Yes, by appointment because of how unusual/unreasonable her conversations have been and we cannot leave sensitive information waiting for her on a desk. We asked her to let us know when she wants to come by, so that we can make sure we have someone in senior management there and available to give her the personal information and answer any questions she may have. 

  
  

  Customer Answer

  Date: 04/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  CDN Coast Health & Home Solutions Inc. are of course correct in stating I wasn't present when they came by on her request. That doesn't change the fact that I saw the contract she signed which states that to cancel a contract they require registered mail. **** ***** **** ****** * ******* **** ******** *** ** ****** * ******* ** ********** **** *** ********* *** ****** ** **** ** ** **** *** ***** ** ** ****** I have already sent the Better Business Bureau the email correspondence between CDN Coast Health and my mom. She politely asked for cancellation confirmation showing attachments of the registered mail she sent. 6 days passed with no response. Her second email asked politely again stating that no response would result in her contacting the Better business Bureau. Only then did she receive a response. If she had received written confirmation in a timely manner then I never would have contacted the Better business Bureau. As for calling several times in a day, that simply is not true. She did call 4 or 5 times within a few days again because she did not receive written confirmation that the contract had been voided.

   

  The first time she called to cancel the contract she was told that the boss would call her the following day. Why could it not be cancelled right away? The boss who called her the following day refused to give a last name and did try to get her to keep the contract before agreeing to cancel it. I'd call that a sales pitch. When she did call after that to follow up about written confirmation, she was told it would be done 'later'. The boss who agreed to cancel her contract said sending out a cheque was illegal. People send cheques through the mail all the time for property taxes or utilities if they are not comfortable with online banking. Then through email it was stated she could pick up her cheque by appointmant only. I fail to see how it's unreasonable to mail out her cheque or to drop it off. You surely have staff on the road for other appointments. They can't hand it off on the way to or from another appointment close by? * **** **** * ****** ** ******** ******* ** *** ***** ****** ******* * ******* ** **** ** ** *** ***** ****** *** **** *** ********* ********** ****** ******* *** **** * **** **** **** ******* ** ** **** *********** ** *** ** *** ********* *** ** ***** ****** ******** *** ** ** * *** ***** I wasn't present when your staff came by to give her the presentation but I have seen the contract and the emails. So has the Better Business Bureau.

   

  We are at an impasse which is why I have reached out to the Better Business Bureau to ask if CDN Coast Health & Home Solutions Inc. is being unreasonable or if my moms request is unreasonable. I look forward to a response from the Better Business Bureau on this matter.
  

   

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

  Business Response

  Date: 04/10/2022

  To Whom It May Concern:
  
  The problem with speaking on behalf of your mother is that you are stating things that never happened, are not true, and quite a few statements are not accurate because you did not read the correspondence. It would be easier for your mother to speak on her own behalf because she would know what she wrote and what actually happened. You are also not asking what you would like resolved. 
  
  We apologize that you have not read your own mothers emails but we strongly encourage you to do so before writing more responses that are not true. If you had read those emails you would see that your mother demanded, “my cheques are not sent by registered mail or dropped off in my hand in 5 business days.” Her specific demands were not as simple as just dropping something off in the mail. Again, please respond after you actually read the emails instead of filling in the blanks with your own truth which is not even close to what happened. 
  
  Instead of contacting us, you chose to write to the BBB a month later which is completely fine and your personal choice. The issue is that most of what you stated and your claims are simply not true and at this point, we don’t even know where your information is coming from. Again, what would you like from us?
  
  We appreciate your concern and kindly ask you to read/reread the correspondence. Your mother asked us to let us know when we receive a piece of mail that she physically put in a mail box. We don’t know when it was put in as we were emailed pictures of the letter via email. Prior to receiving the physical piece mail, we had many phone conversations. 
  
  As we told your mother several times, that her email correspondence is more than enough. There is more than one way to cancel including registered mail. We spoke to her many times and addressed that the emails were more than enough. 

   

  Please carefully read what you mother wrote and our responses. We will gladly help resolve the issue that you have, which you still have not stated what that is. 

  Customer Answer

  Date: 05/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  *** ***** ****** *** ******* ** ** ******* ****** ** **** **** ** ***** ** *********** ***** *********** She asked me to address this on her behalf so that's what i'm doing. I am very familiar with the email correspondence sent between my mother and CDN Coast Health. I helped her write them out as once again, she finds computers intimidating so to send attachments to the Better Business Bureau is out of her league so i've been assisting in this process. When I filed this complaint on her behalf the BBB insisted on written authorization from her, which I provided. I also attached the emails sent between my mother and CDN Coast Health. So the BBB can check these correspondence and see that only when she wrote that she would contact the BBB in 5 business days if there was no response, did she get a response.

   

  I don't see how the resolution could be more clear. We have asked you to return a voided cheque to my mother who no longer has any business with you. *** **** ********* **** **** **** *** ***** ****** *** **** **** ***** **** ***** ***** *** **** *** *** *** ******* ** ***********. All of this could have easily been avoided had you sent written confirmation to my mother when she asked, instead of waiting until the BBB name came up. You can say I wasn't there and i'm not telling the truth but the email correspondence tells a different story. 6 days passed before my mother received written confirmation. The Bureau can fact check that anytime. **** ** ****** ********* *** ***** ********* *** ****** *** *** **** *** ******* *** **** *** ******* ************* ***** **** ****** ****** ****** ** **** ****** ************* *** *** **** ******** **** *** ** **** *** ** **** ******* *** *** ******** *** ******* ************* ** *** *****

   

  So you can continue to avoid the issue and say that we're making this up... it doesn't matter. The emails provided to the BBB tell a different story. I think it is CDN Coast Health & Home Solutions Inc. that need to re-read the email correspondence. Also just so it's perfectly clear: the resolution is for her cheque to be returned.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 10/10/2022

  To Whom It May Concern: 
  
  As previously explained, when a piece of mail is mailed, it does not arrive the same day. We cannot confirm that a piece of mail has been received by us until it’s actually been received hence there was no same day response. 
  
  ** *** **** **** ** *** ******* ** ****** * ****** *** ***** *** **** ** **** ******** ************** *** *** ******* ****** You guys are still welcome to pick up your void cheque. That has been offered many times. 
  
  If you like we can put it in regular mail for you or you can pick it up. 
  As stated before, registered mail and personal delivery isn’t an option. 

  Customer Answer

  Date: 12/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  While I think that certain concerns have not been addressed, I don't want to lose sight of the reason why my mother wanted this correspondence started: to get her voided cheque back. I talked it over with her and she agreed for CDN Coast Health to mail her cheque back to her using regular mail. If you could please respond to this message when you mail the cheque out I will make sure to respond back when my mother receives the cheque. The BBB gives us 10 days to respond to these messages so should it take longer than 10 days I will still reach out to the BBB to let them know that the cheque was received and to sign off on this matter.

   

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