Complaints

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• Initial Complaint

  Date:20/02/2024

  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.

  I the owner at #********************* My strata hired Columbus Contracting and Restoration in 2023 to replace the building membrane. The old membrane had to be removed before a new membrane could be installed. After the old membrane was removed in early August, it rained. Without a membrane, the rain flowed into my master bedroom, saturating the wood flooring and lower walls. Columbus did not set up preventative measures to prevent water ingress. My insurance company, ******************* inspected the damage on Aug. 14, confirming flooding in the master bedroom, hallway and the lower portion of the bedroom walls. ******** stated that the water ingress damage wasnt covered and Columbus was responsible for damages. ******** stated, I think the strata should put Columbus on notice for the damages i.e. send them a letter advising of your intention to collect back from them based on what you know. They should be reporting this to their liability insurer to deal with. Verbally, they expressed concern about black mould. I received an email from *************************, Columbus Project Manager admitting responsibility, stating they will have to take some additional precautions to protect the base of wall if there is any more rain before the new membrane is installed. On Nov. 27, 2023 Columbus representatives, me and strata council member ********************* inspected suites #***, # *** and #*** that had water ingress from August. There was no indication that Columbus wouldnt accept responsibility for repairs related to the flooding. This inspection was, from what I gleaned, an assessment to determine the extent of damages that Columbus would be responsible for. Then, on Feb. 8. 2024, at a strata council meeting, I was informed that, Flood: Columbus and i3 stated that they cant be held responsible for repairs. I am facing a significant bill that neither I, nor my insurance agent, feel I am responsible for. Surely Columbus should take responsibility. Thank you for any advice.

  Customer Answer

  Date: 20/02/2024

  Yes, I am a member of the strata. I am on the strata council. I have asked for guidance from our strata manager, ********************************* of **************** in *******, and she has not responded. 

  Please feel free to ask any further questions. 

  Thank you. 

  **************************;

  Business Response

  Date: 28/02/2024

  Please read attached PDF as business statements

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 21305907
  
  I am rejecting this response because there is nothing that ***************************** has provided in his email from Feb.2, 2024 that supports a denial of culpability on the part of Columbus. 
  First, the flooding didn't occur in late August of last year, as Mr. ****** wrote. It occurred over the weekend from late Friday Aug. 4 over the Aug 5-6 weekend. Hence the first alert that went out was that the underground garage had water in it. We ascertained that it was dripping from my condo unit. This is what initiated the call in to my insurance company and action by Columbus, which reacted immediately by bringing in fans and heaters into my master bedroom. 
  There were no precautions to prevent water ingress taken by Columbus after the membrane was removed. It was only AFTER the flooding was reported that the precautions were taken, including putting up barriers to rain along the edge of the building (I'm assuming that this is what Mr. ****** means by "hydraulic cement", but I could be wrong. I am not familiar with construction parlance.) 
  When Mr. ****** states that, "Our opinion is that any previous damages to the ground floor units are not Columbus' responsibility" he is being disingenuous. The floor in the master bedroom was squishy with the amount of water that had leaked in and water was coming up through the floor board cracks. There was water leaking from my condo unit into the garage. The flooring in my unit was new as of February, 2020, when all the flooring throughout my unit was replaced. This was due to a flood that occurred from an overflowing toilet during an atmospheric river event that happened in the winter of early 2020. The damage in August 2023 was not, as Mr. ****** is implying, the result of previous water ingress. Mr. ****** is trying to make the point that, due to the outer walls of the building showing significant signs of rot and mould, this means that the damage to my master bedroom was due to previous water ingress before the membrane work started. This position does not hold any water, if you'll excuse the bad pun. If the damage was done BEFORE the membrane work started, then why was my master bedroom flooring soaking wet and there was water dripping from my unit into the garage below? Moreover, the inspection by my insurance company, Westland, clearly showed a high level of moisture, caused by recent flooding. 
  There is a direct correlation between the membrane being removed and rainwater seeping into my condo unit. It is obvious that insufficient precautions were taken by Columbus to ensure that the ground floor units were protected from possible rain. Precautions were taken afterwards. Hence, Columbus is responsible for the water ingress and should be responsible for the cost of replacing the floor in the master bedroom and the small portion of the hallway that showed moisture contamination. 
  Thank you for your time and understanding. 

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

  Business Response

  Date: 19/03/2024

  Dear ****************, 

  First off, I would like to acknowledge the unfortunate situation you are in and understand how taxing it must be but the damage to your floor was not caused by Columbus. 

  I am going to be run through the info in point form to show Columbus' stance;  

  - The base of the building framing was decayed/rotten. Water had been entering the building framing for an extensive period of time. This degree of damage does not happen over night, this extent of decay is years and years of water infiltration; Once the water, decayed the structural framing it then continued to flow into & under the ground floor units which caused damage to flooring. (see attached pictures)

  - On a side note and to confirm that this has been ongoing for many years, Columbus was called to your building numerous years ago for a "ground floor leak" and I personally remember viewing the affected units which was a base of a wall water leak at ground floor units.

  - The damage to your floor was caused by many years of water ingress at the base of wall due to failed waterproofing membrane; The decayed sill plates are proof of that. 
  

  - ******************* who was in charge of the project & contract administration has waived Columbus of all responsibility per ******** previously submitted email.

  Again, I do feel for the situation your are presently in but Columbus cannot be held responsible for something we did not cause. 

  I hope the above helps shed some light on the entire situation

  Kindest Regards, 

  *************************, President

  Columbus Construction & Restoration Ltd. 

  Customer Answer

  Date: 20/03/2024

   
  Complaint: 21305907
  

  Dear ******************: 

  Thank you for your response, however, I am rejecting your response. You are clearly trying to deflect responsibility by referencing the damage done to the outside of the building, which has nothing to do with the interior of my condo. The damage to my floor (newly installed in 2020) inside my condo's master bedroom was the result of a weekend rainfall in August 2023 that washed into my unit after the membrane had been removed by your crew. They failed to install temporary protection to prevent such flooding. I suspect that your crew assumed that there would be no rain, since it was August, and thus didn't take precautions. 

  It is irrational to say that the damage in my unit was caused by long-term flooding. Following the rain, my floor was so sopping wet that it leaked into the downstairs garage, and your crew very nicely brought in heaters and fans to try to dry out the floor. It was like walking on a water bed. Moreover, the crew manager on site admitted responsibility. Moreover, when there was a walk-through of the three flooded ground-floor suites in November to assess damage, there was no indication that you were leaning towards abrogating your responsibility. Taking responsibility for the flooding and damage seemed sincere on your part at this time. 

  With all due respect, your so-called "proof" that the damage to my floor was caused by "many years of water ingress" is disingenuous at best and leans heavily towards being a flat-out lie. 

  Hence, I reject your response. You and your company are responsible for the damage to my master bedroom flooring, the cleanup of the black mould that is likely growing, as well replacing the small section of hallway flooring that my insurance company determined was also affected by water ingress. 

  Thank you for your kind attention to this matter. 

  Most sincerely,
  
  ***************************