Complaints

This profile includes complaints for My House Design/Build Team Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  My House Design/Build Team Ltd.

  15356 Fraser Hwy Surrey, BC V3R 3P5

  
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  My House Design/Build Team Ltd.

  1275 W 6 Ave Vancouver, BC V6H 1A6

  

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:12/03/2025

  Type:Product 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 initially met with My House Design team in December 2024. I discussed that I wanted renovations completed to my townhouse by late May 2025 or early June. My House Design Build Team then conducted a feasibility study which was sold to me - with a limited time 10% discount to mid December. I never did receive the $250 discount as promised. I then moved into the design phase with them but despite asking several times to book an appointment to see a mood board - I could not manage to book an appointment with the designer. I then terminated the contract with My House Design Build Team. I would like to pay My House Design Build Team for their time as billed as of the termination date which amounts to $3,537.25. I would like the remainder of the deposit to be returned to me. I have attempted to discuss this with the project administrator and designer but there was no response. After two weeks, I then reached out to the owner ****** ****** who promised to respond early this week but did not. The problem is that the My House Design Build Team are not responsive.

  

  Business Response

  Date: 25/03/2025

  Please see our response below as well as attached documentation for reference. We have taken the homeowner's complaint and broken down our answers to answer each part. The homeowner's original message is in Bold Italics and our answers are in regular font. 
  

  I initially met with My House Design team in December 2024. I discussed that I wanted renovations completed to my townhouse by late May 2025 or early June.
  

  Project Consultant: ******* *******
  Project Manager: ****** *****
  Inspections: **** *****
  Construction Lead: ******
  Kitchen & Bath Manager: ******* *****
  My House Owner: ****** ******

  
  Yes, ******** ****** contacted us on December 4th and registered for one of our condo webinars and requested an in home consultation. She spoke with Project Consultant, ******* *******, who discussed the proposed scope of work. It was indicated that ******** wanted to do the work as quickly as possible, and so Crystal offered to bring a designer to the in home consultation (which is outside of our usual process)

  On December 13, 2024, ******* and ******* (Interior Designer) met at the ****** home and took measurements and inventory of what was being considered. ******* reviewed in detail our process, including next steps if the homeowner wanted to move ahead. It was agreed that ******** wanted to proceed and therefore our Design/Build Agreement (attached) as well as other documents were signed (see attached)

  It was made clear to ******** that our office would be shut down from December 20th through January 6th for the Christmas break, and that no work would begin until the New Year.
  

  At no time after contracting December 13, 2024 have we received any indication from this client that they were unhappy, not being effectively communicated with or wanted to cancel until the Feb 24 email.
  

  We have text messages between ********, ******* and ****** from January 9th February 11th. Usually we prefer email communications, but it was our understanding that the homeowner preferred text messaging, so we acquiesced. (See attached letter to client with text messages attached)
  

  Some key points that were discussed which you can read in the text messages of the attached letter:

  1. Setup of initial meeting which was confirmed for January 21st. In attendance would be Project consultant, project manager, designer and **** ***** who is in charge of inspections. This meeting took place and all items that were agreed to be done during the feasibility phase initial site meeting were completed.
  

  2. January 24th, PM ****** came back to site with HVAC technician *** Dolinesk, to look at any mechanical issues and concerns that were brought up at the site meeting, and ****** ****** (Construction Lead) to review all that had been discussed. ****** was introduced as the person in charge of the entire site project from demo to alterations to completion, as time was of the essence, ****** was involved early.

  3. January 17th Crystal asked ******** ****** for a date in February in advance, to keep her project moving forward in a time efficient manner. This meeting was set to review any preliminary plans, pricing, scope of work and calendar, and to determine what to do next. A date was confirmed for February 11th.

  4. Discussion about agent authorization form to obtain existing drawings and plans from the city
  

  5. Discussion re: strata plans and authorization. On February 4th it was noted by ******** ****** that the strata properties management is incredibly slow and unresponsive
  

  6. On or about February 7th, ******** requested to book a date to go over design, ****** responded that she will prepare a milestone calendar in the next week and then we could book our first design meeting. Please note that this would be after our scheduled February 11th meeting so that ****** could have direction on what she is making the calendar for.
  

  7. February 11th, there is communication with ******* to pickup a cheque from Mr. *********************** 11th we met at the My House Office. Attending this meeting was Project Consultant, PM and ****** ****** (owner of My House). At this meeting we reviewed all preliminary plans, scope of work, budgets and general calendar. During this meeting, Graeme took the time to explain the purpose of the meeting, what we would be reviewing and what next steps would be. Our notes clearly show that there was no push or pressure to sign anything that day, but it was ******** herself who actually said that she wanted to keep the process moving forward as quickly as possible as this was an investment property.

  At this meeting, we signed the following: Addendum A, Addendum B, Reno Totals Page showing the choices and scope of work and budget, kitchen preliminary plans. (see attached)

  Further, we explained what the next steps would be, that ****** would prepare a milestone calendar, scope of work, and full budget breakdown based on decisions made February 11th and that this would take approx. 10 business days to complete.

  We concluded the meeting by doing our first initial design consultation at our ************* with our Kitchen & Bath Manager ******* ***** and ******. In this meeting, ******** started to choose cabinets, countertops and flooring. ******* brought out samples and started to put together a mood board.

  Subsequent to our February 11th meeting, ******* picked up a cheque from Mr. ****** in ************** as per Danielles coordination. ******** also emailed Crystal questions on February 18th, which she forwarded to ****** (PM) who promptly answered on February 19th with answers to her questions and reiterating what the next steps will be (see email in attached Letter)

  My House Design Build Team then conducted a feasibility study which was sold to me - with a limited time 10% discount to mid December. I never did receive the $250 discount as promised.

  On December 13th, ******** gave an initial $2500 retainer/deposit. We advertise on our Webinars and it was explained in person as well on December 13th that we offer a 15% Rebate on the Feasibility Phase towards the construction work on the project. This rebate would be given at the end of construction, similar to all utility and government rebate programs.

  I then moved into the design phase with them but despite asking several times to book an appointment to see a mood board - I could not manage to book an appointment with the designer.

  See timeline and notes above. We believe that our communication and timeline was clear.
  I then terminated the contract with My House Design Build Team.

  An email was sent to terminate the contract on Monday February 24th (3 business days after all the homeowners questions were answered)

  I would like to pay My House Design Build Team for their time as billed as of the termination date which amounts to $3,537.25. I would like the remainder of the deposit to be returned to me. I have attempted to discuss this with the project administrator and designer but there was no response. After two weeks, I then reached out to the owner ****** ****** who promised to respond early this week but did not. The problem is that the My House Design Build Team are not responsive.

  On Sunday March 9th, Graeme responded to Danielles March 9th email, (where she asked for a response by Friday March 14th and threatened legal action if the email was not answered by then) and told her that he would gather information and get back to her early in the week. He sent a response and letter in the late hours of the evening of March 11th. He needed to take the time to speak to all team members involved in the project, review documentation, emails, text messages etc. this all takes time to accomplish. (See attached)

  On March 12th we received the BBB Notice of Complaint  ******** didnt wait until the March 14th date that she had given.

  We pride ourselves on our A+ BBB Rating and aim to be as responsive as possible in an efficient and effective manner. In order to properly answer any client, we always take the time to review all of the facts and correspondence to make sure that we can answer confidently. We have responded and acknowledged All of Danielles Emails and Texts promptly.

  Desired Settlement:
  Other (requires explanation)
  I have paid the business a deposit on the project of $21, 549.64 and they have billed me at the time of termination $3,537.25. I would like the remainder amount to be returned to me.

  We have not submitted a final billing for work completed up to February 24th. Many invoices for inspections and timesheets have not been accounted for.

  We have a monthly billing cycle. Which means that we needed to wait until March 31st for all trades, employees etc to have their final invoices and timesheets into us for the project. Once we have all the final invoices and timesheets in, we prepare a final statement and send it to the homeowner. This will be prepared after March 31st. Therefore the final accounting will be ready and available to send to ******** in the first week of April.

  Please note the attached and signed documentation that very clearly states that the additional deposit is non refundable, as we have now placed the project into our construction schedule and therefore dedicated resources. This was done at the explicit request of this client:

  1. Design/Build Agreement Page 3/8 - clearly talks about non refundable retainers

  2. Addendum A Page 1 of 7 - states that the retainer is non-refundable as this project is now placed into our Design/Build Schedule

  3. Addendum B Page 1 of 4 - states that the retainer is non-refundable as this project is now placed into our Construction Schedule

  Further, this contract was signed December 13th, 2024 and addendums on February 11th. There was no indication that there were any issues until February 24th.

  It has come to our attention that this client has contracted with another company to do her renovation project. Although this is her prerogative, that is not a reason to cancel or break our agreement together, nor is it a reason to return any deposits. Deposits are given for the purpose of commitment on both sides. We vehemently defend any negative reviews including this complaint.

  That being said, we are not unreasonable and are willing to work with the homeowner on an amicable settlement. We propose that upon final accounting, we meet in person to resolve a financial conclusion with resolution to this complaint. If we cannot come to an amicable resolution, then we would propose mediation where the cost of the mediation would be equally shared by both parties, as per our Design Build Agreement Page 6 section 32. If that still does not resolve the issue, then we would move to Arbitration through the Better Business Bureau.

  Customer Answer

  Date: 25/03/2025

   
  Complaint: 23055898
  
  I am rejecting this response because: I  have taken a screen capture of the project calendar which had nothing entered or scheduled as at February 24th the day that the project was cancelled. And there was no work scheduled at that time. I have not yet decided how I will procced and I have not yet contracted with anyone else. 

  I was not made aware that the deposit was non-refundable. 

  I do not recognize the person named as the kitchen & bath manager. I do not believe that it is anyone that has done any work on the project. 

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

  

  Business Response

  Date: 10/04/2025

  Please see our responses to the clients latest response:
  
  1.        We are happy that the client was using our portal, however, by taking a screen capture of the project  calendar before it is populated, yes it will be empty. If you were to look back at the calendar, there was nothing entered at any point yet, not just on February 24th. In our process, we do not populate the project calendar until we move into the construction portion of this project, when we have to schedule multiple trades to be in the clients home at one time. Prior to that time, work on a project is communicated via email (and in this case text message) and a milestone calendar and scope of work is given to the client. (See attached)
  
  2.        We are sorry that the client feels that she was not made aware that the deposit was non refundable, however, it was communicated to her in person as well as on 3 separate documents that she signed where it is clearly stated (See previous response with snips from the signed agreements). We do not believe there is a way to make it any clearer.
  
  3.        We understand that it is easy to forget people, especially when there are multiple people on a project. However, ******** met ******* who is the Kitchen & bath Manager at an in person meeting on February 11th.
  
  We stand by all of our comments, facts and attachments from our previous response.
  
  Thank you

  Customer Answer

  Date: 10/04/2025

   
  Complaint: 23055898
  
  I am rejecting this response because: I do not have a relationship with ****************** Who are the owners of *************** and what is my relationship to them. And what is ***************'s relationship to my contract with My House Design? Please provide detailed information on how I am involved with this company. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 14/04/2025

  Your relationship with *************** comes through your signed contract and subsequent addendums with My House. It is clearly stated in your Design/Build agreement as well as your Addendums that My House Design/Build Team is part of the ******** of Companies,and that the ******** of Companies includes *************** Studio. (see snip attached, and see original contracts that you have and I have sent in previous responses)
  

  This is our internal design team who does work for My House Design/Build Team Ltd. they just work under a different company name.
  For example our Architect, **** *******, who billed for 30 minutes of his time at $128 per hour, works under ***************.

  You will note, however, that his rate matches the exact rate sheet that is in your signed contract.

• Initial Complaint

  Date:27/11/2023

  Type:Billing 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.

  Signed a renovation contract on 25th January 2023 but decided to cancel in June 2023 after realizing that they were not been discrete. It took them 2 months to finalize the contract with additional charges covering a total of over $22,000 in total payments app**** and withheld over $9,000 to our credit until we sign a waiver forbidding us to stop further action(s) in this matter. We asked for proof of what we had been charged for but were told to check into the portal that had been setup for us which contained only time sheet charges with nothing to relate to what those time charges relate to but simply "design" or even "construction". We were told that our requests for all that we had been charged for to be given to us as these will be needed for our continuation of the renovation with others. They had since stopped responding to my emails! All I am expecting is for me to get what I had been charged and paid for or refund whatever charges which shouldn't been charged. They had ***** ********* of money in their hands to *** us because they were ****** of something in the **** *

  Customer Answer

  Date: 28/11/2023

  To refund excess funds in my credit without having to sign a waiver for no further action in this matter. To define the time charges for the billings which had been been shown as design, construction but not specifically like for room, bathroom and etc which they had refused to handover saying that it was unreasonable for me to ask for such which already had been paid for. I would need these for the renovations that need to follow after this cancellation. I had tried to upload emails to and from them but couldn't a way to do them other than to forwarding them if you can give an email address to do so. I want to point out that in the accompanied attachment they **** that they had already handed a cheque to me!
  

  

  Business Response

  Date: 07/12/2023

  *** and ***************** signed a Design/Build agreement with My House Design/Build Team on January 25th, 2023. At that time, they also signed a Feasibility Checklist that laid the foundation for what they asked us to do during the Feasibility process. (See attached)
  
  In the Feasibility checklist that they signed, it clearly laid out our approximate costs of $21,675.00 + GST=$22,758.75 for everything the **** asked us to do during this initial process.
   
  
  During the process, we discussed and met several times as they had asked us to do additional work of options and modifications to preliminary plans and the estimation of these cost breakdowns, which we did. There was much more work done, than was discussed in January. These included:
  
  - Designing an approx. 400 sqft addition to the top floor of the house
  
  - Addressing a completely new energy efficient house envelope including removal of existing exterior finishing, installing exterior insulation, new windows and exterior doors, new siding and roofing.
  
   
  
  All the inspections were carried out, as built drawings and preliminary renovation drawings based on their instructions were also prepared and given to them.
  
   
  
  Twice monthly, a statement was sent to the **** and all timesheets and invoices were made available to them for review on our online portal. As the process continued, they made payments on account for the work completed. Any questions concerning billings were addressed as their project progressed. At no time in the process were we made aware of any concerns.
  
   
  
  When the clients opted to stop work and cancel their contract with us at the end of June, 2023 they were told that it would take some time for us to process the cancellation as suppliers and trades are notoriously slow in sending us invoices and timesheets. We needed to ensure that all invoices were in prior to finalizing so that we werent left holding the bill.
  
   
  
  Summary of Charges:
  
   
  
  Services Rendered             $20,241.32
  
  GST                                      $1,012.08
  
  Total                                    $21,253.40
  
   
  
  Deposit & Payments made $31,206.28
  
  Balance due to you $9952.88
   
  
  Please note that the total billed to the **** is less than the amount estimated and signed off by them in January 2023, even though we ended up doing more work than they originally asked for.
  
   
  
  All of our timesheets and invoices clearly explain the work that we did, and we are an open book of all our expenses. As per our agreement together, the feasibility phase of this project was on a time and charges basis. (see excerpt from agreement below, and full agreement attached)
  
   
  It is important to note that at the time of contracting, this retired couple had their daughter, *********, as the primary contact person and actively involved in the meetings and decision making. However, on March 31, 2023, ********* emailed us (see attached) to say that she was no longer able to be in this role. After this happened, at an in person meeting with ************************* (owner) and ********************* (Consultant) *** and ***************** shared that the Family was having challenges with decisions and that ********* didnt want to be in the middle.
  
  It is our opinion that because ********* was not involved in the communications, these clients did not know what they had received or not received and very often changed their minds during the remainder of the process.
  
   
  
  At the time of contracting, ********* submitted, with the contract, a 15 page point form list of all the things the family were looking to accomplish as part of a wishlist (see attached).
  
   
  
  On August 16th, the **** were sent a final statement and document to sign to officially cancel the project (see attached) They were asked to sign the final agreement and once received we would courier them their cheque.
  
   
  
  At the beginning of September, ********* called one of our staff twice demanding justification on all charges and invoices. He was told to please look on his online portal where he is able to see all of the invoices and timesheets that break down each specific charge.
  
   
  
  On September 5th, after a phone call, one of our staff resent the initial email with attachments to them and asked them to let us know if they had any questions.
  
   
  
  On September 26th, the **** called Graeme H******* (owner of My House). He responded to them via email and clearly laid out what they had signed, what we had done for them, and the balance that was due to them. He again attached the sign off document to complete their project and stated that once the cancellation agreement was signed that we would immediately send them the refund owed to them. He encouraged them to review the email and that if they wanted to come in and review in person that he would be happy to meet with them. (See attached email)
  
   
  
  The **** responded on the same day stating that they are looking for a further breakdown to know exactly what charges were spent on each individual piece of their project (example: Ramp, bedroom, bathroom etc.)
  
  *Please note that at the beginning of their projects, the **** were given a sample statement and documentation showing exactly what their statements would look like and how it would be broken down. Our statements are broken down into categories (Example: framing, tiling, lighting, fixtures etc. see attached)
  
  We feel that with the statement, all invoices and timesheets given to the client, and our continuous offers to sit down with them in person and go over everything, it is an unreasonable request to have this broken down even further.
  
   
  
  Graeme H******** again responded to their email (See attached) and once again said that he would be happy to sit down with them in person to answer questions and go over all documentation. He also told them that they had received copies of any inspection reports, existing house as built drawings, preliminary proposed plans, preliminary scope of work, and preliminary proposed estimated cost breakdowns which are all the result of the work we did for these clients. These were given to them in hard copy when we met with them in person, and further documentation was and is available to them to download from our web portal. We are a Green company and try to limit the amount of documentation that we print.
  
  He then asked them to let him know some date options to meet in person and resolve any concerns.
  
   
  
  We then did not hear from the **** until November 21st, 2023 when they emailed and asked us to kindly send the email with 2 attachments as they might have accidently deleted them (see attached email). We responded and sent them the documents as requested. A few days later, we received this BBB complaint.
  
   
  
  To address a few of their specific points in their Customers Statement of the Problem
  
   
  
  They had since stopped responding to my emails this is untrue. See attached emails; we answered every email that was sent to us.
  
   
  
  They had ***** ********* of money in their hands ** *** ** because they were ****** of something ** *** **** ***** this is untrue. We have signed documentation from the **** that clearly shows how much money would be spent in the feasibility process, and as stated above, we spent less money despite the clients adding to the scope of work. We are an open book in terms of charges and the clients can access this documentation at any time.
  
   
  
  I want to point out that in the accompanied attachment they **** that they had already handed a cheque to me again this is untrue. Our Final Cancellation document was prepared by our lawyer, in it it states that The contractor and homeowner attest that all financial obligations have been fulfilled by both parties, and all deposit funds returned where applicable. A cheque in the amount of $9952.88 has been given to ************* and *** *** and is accepted as final payment
  
  Our process is to send this document and clearly state in the email that once we receive this document signed by the client, we sign our portion and immediately send them their money. (See attached email) If the **** would like us to reword this last sentence for them, we are happy to do so, but we certainly did not lie.
  
   
  
  We truly feel that we have done our best to explain everything to the **** and have tried multiples of times to setup a meeting in person where we can discuss this, go through all the documentation, and come to an amicable resolve. ******** however, seem unwilling to do this and have instead lodged this complaint. We are still willing to meet with them to resolve this. We vehemently oppose all of their claims.
  
   
  Shawna B*********
  Business Manager - My House Design/Build Team
   
  Mobile ************ Office ************ Web myhousedesignbuild.com
  Head Office/Showroom *********************************************
  

  Customer Answer

  Date: 14/12/2023

  
  Complaint: ********
  
  I am rejecting this response because
  owners always expect more than what is within their Beginning with asking for our budget and wish list, we were told that most house budgets. We were never told what could or cannot be done within our budget. We can only surmise that they could have used our wish list to start charging accordingly. At the first meeting at our home they brought a team of personnel to our house to meet and go over our wish list and create reports for their needs which were handed to us later. We were told that everything that would be available on the portal setup for us. The first invoice amounted to over $8,200 one month after contract date.  
  There were times we were not able to get what we were looking like invoices or time sheets which seem mysterious as well as times when we were not able to login to the portal for unknown reason(s). The reply that the amount charge for the feasibility study was lower than the estimate was because a $1000 for Radiant heating did not have to be done because that was done even before the contract was even signed.
  Before the cancellation of the contract the total invoices was around $16,000 ballooned to over $21,000 after cancellation. I will try to attach some documents with this response and if not able to, will email them separately with the complaint number. One time sheet included a charge at $128/hour for 4.75 hours showing no charge working on a corrupt file but was added to the total charges for that day 16-Feb-23, another showed a charge for a Covid test included for a meeting prep, etc dated Mar 1 2023 also at $128/hour. What has a Covid test got to do with a prep for a meeting? With all these inconsistencies or carelessness and even **** I cant imagine what more could be found if the contents in the portal had not disappeared! They had ********* withheld my funds to use as a ****** for us to sign a waiver of all rights in order to receive the refunds and to accede to all their illogical and unreasonable demands using our credits. How could my request to have details of what had been paid for considered unreasonable? With these two instances and others that I am unable to go through Id expect for more likeness to turn up. These incidences were already enough to aroused a thought that their modus operandi was *********! 
  I login to the website portal lately to see if everything is available only to find a few messages and everything else gone. 
  The claim that I had received everything back is *****. 
  They said we had after the wish list asked for additional work is also half truth because we had already been told that we were already above budget but instead cut down on their proposal to have a lift (escalator) for their estimate of over $100,000 and a ramp costing over $25,000. We had only asked if it possible to have a roof over ************ a bedroom?
  They pointed out in the concluding agreement for us to sign that a refund had been made to us as at 2 August 2023 and all matters had been mutually agreed to, was prepared by their lawyers which seem to imply they were and are not party to those demands!I could never imagine that they had stood so low just to rebuff our request.
  I don't see an amicable closure and between both parties and hope for help through the BBB.
  
  Beginning with asking for our budget and wish list, we were told that most house owners always expect more than what is within their budgets. We were never told what could or cannot be done within our budget. We can only surmise that they could have used our wish list to start charging accordingly. At the first meeting at our home they brought a team of personnel to our house to meet and go over our wish list and create reports for their needs which were handed to us later. We were told that everything that would be available on the portal setup for us.The first invoice amounted to over $8,200 one month after contract date.  
  There were times we were not able to get what we were looking like invoices or time sheets which seem mysterious as well as times when we were not able to login to the portal for unknown reason(s). The reply that the amount charge for the feasibility study was lower than the estimate was because a $1000 for Radiant heating did not have to be done because that was done even before the contract was even signed.
  Before the cancellation of the contract the total invoices was around $16,000 ballooned to over $21,000 after cancellation. I will try to attach some documents with this response and if not able to, will email them separately with the complaint number. One time sheet included a charge at $128/hour for **** hours showing no charge working on a corrupt file but was added to the total charges for that day 16-Feb-23, another showed a charge for a Covid test included for a meeting prep, etc dated Mar 1 2023 also at $128/hour. What has a Covid test got to do with a prep for a meeting? With all these inconsistencies or carelessness and even **** I cant imagine what more could be found if the contents in the portal had not disappeared! They had ********* withheld my funds to use as a ****** for us to sign a waiver of all rights in order to receive the refunds and to accede to all their illogical and unreasonable demands using our credits. How could my request to have details of what had been paid for considered unreasonable? With these two instances and others that I am unable to go through Id expect for more likeness to turn up. These incidences were already enough to aroused a thought that their modus operandi was *********! 
  I login to the website portal lately to see if everything is available only to find a few messages and everything else gone. 
  The claim that I had received everything back is *****. 
  They said we had after the wish list asked for additional work is also half truth because we had already been told that we were already above budget but instead cut down on their proposal to have a lift (escalator) for their estimate of over $100,000 and a ramp costing over $25,000. We had only asked if it possible to have a roof over a deck above a bedroom?
  They pointed out in the concluding agreement for us to sign that a refund had been made to us as at 2 August 2023 and all matters had been mutually agreed to, was prepared by their lawyers which seem to imply they were and are not party to those demands!I could never imagine that they had stood so low just to rebuff our request.
  I don't see an amicable closure and between both parties and hope for help through the BBB.
  Sincerely,
  
  *************

  

  Business Response

  Date: 22/12/2023

  We see in the response from the **** that it appears they have cut and pasted their response and it is duplicated twice. We are therefore only responding to the top half of their letter. Please see our responses in red italics (attached as a PDF also for easier reading "Response 2") 

  From Clients: I am rejecting this response because owners always expect more than what is within their Beginning with asking for our budget and wish list, we were told that most house budgets.
  

  Our Response: We share with homeowners that homeowners often have more wishlist than budget. This is part of our explanation to say that most homeowners do not have a full understanding of what things cost and they often have a long list of things they would like to do that dont necessarily line up with what they can afford to do. With this particular client, we had been very candid since the beginning that the things they wanted to explore and find out if they could do, when totaled would exceed what they had hoped their budget would be for this project. (Please see Email #1 attached)
  

  From Clients: We were never told what could or cannot be done within our budget. We can only surmise that they could have used our wish list to start charging accordingly. At the first meeting at our home they brought a team of personnel to our house to meet and go over our wish list and create reports for their needs which were handed to us later. We were told that everything that would be available on the portal setup for us. The first invoice amounted to over $8,200 one month after contract date.  
  There were times we were not able to get what we were looking like invoices or time sheets which seem mysterious as well as times when we were not able to login to the portal for unknown reason(s). The reply that the amount charge for the feasibility study was lower than the estimate was because a $1000 for Radiant heating did not have to be done because that was done even before the contract was even signed.
  
  Our Response: On March 13, 2023 we met with the homeowners at our ****** office to review what the reports from the independent inspectors found and what could or could not be done within their budget. This is a meeting in which their daughter, *********, was part of. At this time, we presented a document to them that showed a breakdown of costs based on projects and individual items. This included a breakdown (see attached) and floor plans of options to solve issues within their home that they had requested us to plan and to budget for. (See attached Add A Presentation)

  This meeting lasted for at least 2 hours, going into detail of all items. After this meeting, this client had a firm understanding of what they could and couldnt do relative to the city, what things cost, and ways in which they could solve the various challenges they had within their home. (See Email #2 where we let them know ahead of time what we would be presenting)

  After the March 13th meeting, it was determined that they would take all the information we had given them in person, home to review with their family to determine what they wanted to do next.(See Email #3 where we followed up on March 28th to setup an appt to meet and answer all of their questions, review documents etc.) 

  March 23rd, 2023, the **** made payment in full for all invoices and timesheets up to February 28, 2023 in the amount of $8206.28. Not only did they have access to the website portal for all the information, but they were able to ask questions in person about any invoices at the March 13th in person meeting.
  

  As of March 31st, statement to the client total invoices to date were $14,427.01. This covered all costs of inspections and reports and services rendered up to the March 13th meeting and any subsequent work after that meeting up until March 31st.At this time, the client could have stopped all work with My House as we had been able to answer their questions as to what they could and couldnt do, what things would cost, and therefore help them determine what could be accomplished from their wishlist in their budget. This was significantly below what the budget for Feasibility would be (as per the Feasibility Work Order signed by the client that we included in our last response, which clearly laid out our approximate costs of $21,675.00 + GST for everything the **** asked us to do for this initial process.)

  Our position is that as of this date, they had all their questions about ******** and invoices answered to the extent that they continued to make payments on their account. If they had any concerns, they would have brought those to our attention and further would not have made payments.
  March 31st is also when their daughter,*********, emailed us and told us that effective immediately she would no longer be involved in the project. She asked us to send documentation to her parents, which we did. (See Email #4 & #5 attached) At this point, we also asked them to setup another meeting to go over everything. It seems that they did not see this email, so we sent it again on April 10th, with copies of documentation and again asking to setup a meeting with them to review everything. (See Email #6 attached)
  On May 4th, we met with *** and ***************** at their home. At this time we reviewed all that had been given to them at the previous March 13th meeting and listened to what they asked us to do next. They indicated that their focus as a family had changed and that they wanted to look at how to make the envelope of their home more energy efficient, and to be able to put an addition on their home off the top floor,enclosing an existing deck, with only minor alterations to the interior space.
  We were given direction and approval to move forward in preparing a 2nd feasibility scope of work and budget relative to their new direction.

  
  On June 14th, we met with *** and ***** at their home and reviewed the new plan for the home including an addition to the top floor and gave them a breakdown of expenses for the projects that they had given instruction to us for on May 4th.
  The following day, on June 15th *** and ***** made a payment by etransfer of $3000.00. At no time did they share any concerns about ********,timesheets or any other costs, and continued to make this payment on the account.
  
  From Clients: Before the cancellation of the contract the total invoices was around $16,000 ballooned to over $21,000 after cancellation.I will try to attach some documents with this response and if not able to, will email them separately with the complaint number. One time sheet included a charge at $128/hour for **** hours showing no charge working on a corrupt file but was added to the total charges for that day 16-Feb-23,

  Response: As stated above, as of March 31st our statement showed $14,427.01. Then after receiving instructions as to what to do next, we proceeded and this led to the additional costs of $6,826.39. As per our agreement, it takes up to 55 days after a project is to complete to have all of the invoices and timesheets for subtrades to come in and be accounted for on their final statement.
  We do agree that the timesheet was submitted that clearly states no charge to client for the **** hours working on corrupt file. This normally would be app**** at the end of the project and noted in the Notes section on the bottom left side of the statement. We will be happy to make this deduction to correct it upon completion of this matter.
  It should be noted that the Homeowner, before contracting, was made aware of how we billed and the costs per hour, but that we would give a REBATE of 15% of all Feasibility timesheets at the conclusion of the construction portion of the contract. During the feasibility phase, we as a company do not actually make a profit but rather cover our costs in an attempt to assist our clients in having accurate and complete information to make an informed decision moving forward with their renovations.This rebate is designed to assist them in the construction phase and provide some relief for the cost of that initial stage. Unfortunately, this client stopped the process before we got to that point.

  From Clients: another showed a charge for a Covid test included for a meeting prep, etc dated Mar 1, 2023 also at $128/hour. What has a Covid test got to do with a prep for a meeting?

  
  Response: With regards to the Covid test, it was asked of us by their daughter *********, to ensure that our team followed Covid safety guidelines as her parents are seniors. Our guidelines are that if any of our staff has any sort of symptom that could possibly be a Covid symptom, or if we are asked to do so by our clients, that they do a Covid test prior to any meeting with our clients. Our Architectural designer, ******************* had his nose swabbed and therefore put this in his notes that he did this. This action takes approximately 1 minute. We would be happy to credit the 1 minute of his time for this. (See attached emails #7 & #8)

  From Clients: With all these inconsistencies or carelessness and even **** I cant imagine what more could be found if the contents in the portal had not disappeared! They had ********* withheld my funds to use as a ****** for us to sign a waiver of all rights in order to receive the refunds and to accede to all their illogical and unreasonable demands using our credits. How could my request to have details of what had been paid for considered unreasonable? With these two instances and others that I am unable to go through Id expect for more likeness to turn up. These incidences were already enough to aroused a thought that their modus operandi was *********! 
  I login to the website portal lately to see if everything is available only to find a few messages and everything else gone. 

  Response: We believe that we have addressed the rest of this paragraph in our previous response, and deny that we ********* held their funds ******. Upon notice of termination of the agreement by the client, we archive our website portal for that client.

  From Clients: The claim that I had received everything back is *****. 

  Response: On the March 13th, 2023 meeting and again on the June 14th meeting, all drawings, scopes of work, estimates and reports were given in hard copy. These were also all uploaded onto the website portal and available at any time to *** and ***** to download and/or print at their convenience. However, if they need additional copies, we have never suggested that they cannot receive those from us. Prior to the BBB complaint, we were unaware that they were missing anything. We can send these to them digitally as part of our conclusion of this agreement.
  
  From Clients: They said we had after the wish list asked for additional work is also half truth because we had already been told that we were already above budget but instead cut down on their proposal to have a lift (escalator) for their estimate of over $100,000 and a ramp costing over $25,000. We had only asked if it possible to have a roof over ************ a bedroom?

  Response: As per our response above:
  On May 4th, we met with the *** and ***************** at their home. At this time we reviewed all that had been given to them at the previous March 13th meeting and listened to what they asked us to do next. They indicated that their focus as a family had changed and that they wanted to look at how to make the envelope of their home more energy efficient, and to be able to put an addition on their home off the top floor,enclosing an existing deck, with only minor alterations to the interior space.
  We were given direction and approval to move forward in preparing a 2nd feasibility scope of work and budget relative to their new direction. We were left with the understanding that our next step would be to prepare plans to submit for permit based on the scope of work discussed at this meeting, and once permit is granted that we would continue to the construction phase of the work. At no time did *** and ***** remotely suggest that they were not doing this work, or considering any alternative methods of getting work carried out on their home.
  As their daughter was not present, we were diligent in making sure we answered all questions and to the best of our ************ sure that this client understood the next steps and what we were going to do.
  
  From Clients: They pointed out in the concluding agreement for us to sign that a refund had been made to us as at 2 August 2023 and all matters had been mutually agreed to, was prepared by their lawyers which seem to imply they were and are not party to those demands! I could never imagine that they had stood so low just to rebuff our request.
  I don't see an amicable closure and between both parties and hope for help through the BBB.

  Response: As per our first response to their initial complaint:
  Our Final Cancellation document was prepared by our lawyer, in it it states that The contractor and homeowner attest that all financial obligations have been fulfilled by both parties, and all deposit funds returned where applicable. A cheque in the amount of $9952.88 has been given to ************* and *** *** and is accepted as final payment
  Our process is to send this document and clearly state in the email that once we receive this document signed by the client, we sign our portion and immediately send them their money. (See attached email in last submission) If the **** would like us to reword this last sentence for them, we are happy to do so, but we certainly did not lie.
  

  Please Note: This is a standard document that was prepared by our lawyer that we use for the completion of ALL of our projects.This was not written specifically for the ****.
  
  As a member of the BBB with an A+ rating since 2008, we respect their processes in place, however we disagree with this proceeding to Arbitration. We believe that our agreements and processes have been clearly outlined and that this client has had full opportunity to dispute any issues, invoices etc. along the way but chose not to do so and continued to make payments and continued to ask for further services.
  In our contract (see attached "Contract") on page 6 section ********************************************************************************************************** in respect of any legal relationship associated therewith or delivered there from, shall be referred to and finally resolved by mediation, administered by a local appointed mediator. The cost of such mediation shall be equally shared by both parties. The place of mediation shall be in Greater Vancouver area of ****************
  We believe that this client is misguided in their approach to obtain services and not pay for them. We would not have continued any further work without their legitimate request for such work.
  It is our opinion that fundamentally this client is stating that we do not have the right to take funds from the retainer deposit to pay this account. If this is their stance, this is then a collection issue on our part and as such our contract states on Page 5 paragraph 23 that The Homeowner agrees to pay interest on the overdue amounts owed, at the rate of 2%per month (24% per annum). The Homeowner agrees to also pay all expenses incurred by the contractor, including legal fees incurred by a solicitor and own client basis, collection fees or other costs associated with attempts to recover amounts outstanding.
  Having said the above, we still believe that an amicable conclusion between both parties is doable by simply following what was written in the signed agreements. The amicable conclusion on our end would be that we refund them the balance of their deposit (as per their final statement)in the amount of: $9952.88 plus **** hours for working on corrupt file, plus credit for Covid test. (See timesheet #1 & #2 attached)
  Balance of Deposit Due: $9952.88
  **** Hours x $128 = $608.00
  Covid Test = $2.13
  Total Refund would be $10,563.01 in exchange for the signing of the final release of contract. Such a release is standard procedure for any contract of this nature, or mediation, arbitration or other proceedings.

  
  

  Customer Answer

  Date: 26/12/2023

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

  Customer Answer

  Date: 28/12/2023

  I am assume that the response sent to BBB on a few days back had not been received as it was submitted blank except for the attachment and is making a copy of it here and if not so, kindly let me know.

  The claim that they were candid from the beginning is ***** as anyone can see they had not been as claimed! Starting with telling us that at the signing of the contract we were told that should we decide to stop using them we would get what had been paid for (and common sense let us know not in terms of money). The claim that we always had a long list of things we want done is another of their adding salt and spices to cover their unmentionable. At the end of the contract, what we had requested was for evidence, data and/or proof relating to time charges on invoices, the bulk of which were summaries of time sheets which meant nothing to us for reconciliation with what we had paid for. We have not received any copy(ies) of invoices showing funds paid for reports on our behalf but only showed what they had been charged us.  Most of the time we were only exploring to see what we can forgo to limit to what can be done within our budget and/or wish list and not adding. We had never been given an inkling as to where or what they were proceeding on but had on their own did everything on their volition without any consultation and claimed we could have questioned them. How could we ask questions when we didnt even know what they were on as there was never any information on what they were on and only time sheets covering generic terms such as preconstruction, construction, design, etc.
  We had for them to represent us work on permits and legalities necessary and not just a blank cheque! When I made the last e-transfer of $3000 it crossed my mind that I need to know more about what had been done to proceed to the next payment when it dawned on me to get more details and not continue to pay for nothing despite not knowing precisely we had been paying for. The claim again that **** hadgiven us everything is ***** and if not why they had to keep us out of them 
  In their last response through BBB to cover their **** for ********* charges of over $600 they implied that would have been made at the end of contract and had not done so. I can only assume that will happen only happen after all their demands have been dutifully met.
  How can I ever trust them for their so-called candidness which I only come to know just before I laid my complaints on to the BBB.
  My complaints are for the withheld funds to be refunded unconditionally, evidence, proof and/or data for that had been charged (not time sheets), failing which the ******** need to be adjusted accordingly. We had never envisaged to not paying as implied and know well that nothing is for free even not have to pay for nothing!

  

  Business Response

  Date: 09/01/2024

  We do not see anything new to answer in the consumer's last response. Therefore, we reiterate the following from our previous responses: 

  We still believe that an amicable conclusion between both parties is doable by simply following what was written in the signed agreements. 

  The amicable conclusion on our end would be that we refund them the balance of their deposit (as per their final statement) in the amount of: $9952.88, plus **** hours for "working on corrupt file", plus credit for covid test 

  Balance of Deposit due: $9952.88

  **** hours x $128 = $608.00

  Covid Test = $2.13

  Total refund would be $10,563.01 in exchange for signing final release of contract. Such a release is standard procedure for any contract of this nature, or mediation, arbitration or other proceedings and is signed at the completion stage of all of our projects. 

  We performed work for this client based on their wishes and signed documentation. They were given documents up front that explained many things including: billing process, timesheets, how to login to their portal to retrieve documentation during their project etc. They also had access to their online portal to view, download and print documents during their project. It is standard procedure for us to remove access from the online portal when a client cancels with us as we pay for each "login/account."

  That being said, we are happy to provide another copy of the timesheets and invoices that make up the amount charged to client. As stated before, we are also happy to change the wording of the last sentence on our standard completion document from "A cheque in the amount of $9952.88 has been given to ************* and *** *** and is accepted as final payment" to "A cheque in the amount of $10,563.01 will be given to ************* and *** *** and is accepted as final payment upon signing of this completion document"

  It is our opinion that we have answered everything we possibly can, and we have signed documentation, invoices and timesheets to refute the claims and allegations that the consumer has stated in their claim and reply. 

  We have not attached any further documentation to this email, as all necessary documents have been submitted in prior responses. 

  Customer Answer

  Date: 09/01/2024

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

  Customer Answer

  Date: 10/01/2024

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

  We asked for copies of whatever they claimed was done for us about all time charges, only to be met with a **** rebuttal of being unreasonable. Even kids know that when they pay for anything they get what is paid for in return, which doesnt seem to be applicable here because it is outside their principled confinements. We paid as demanded in good faith without any precise knowledge of their premises as we were verbally promised at the signing of the contract that we would get back whatever had been paid should we decide to cancel the contract.  When we became aware that something wasnt going right with them, we decided to cancel the contract and asked for copies of work done within the time charges to do whatever had been done for us only to get a rebuttal that was unreasonable. I had never heard of anything close to it in all eight decades of my life except by ********** ********* ** **** **** ** **** to achieve their aim.  
  

  We will need to have those copies to be used for the continuation of our projects with others and know that just those time charges on their own are worthless to anyone, which meant I had paid for nothing so the ******** should then be adjusted accordingly to reflect those circumstances.  
  

  We asked for invoices paid on our behalf from suppliers and other trades for verification and to ascertain that all the charges were clean.  
  Their commitment to reimburse amounts that should not have been charged is not a compromise in any way but that those were not supposed to be there and were not purposely, intently or accidentally added as had happened.  
  We cannot accept their demand solely to conclude under their terms. 
  

  *************** ***.
  

  Customer Answer

  Date: 26/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: To finalise the conclusion with a refund of over $10,000 as well to return the original house plan of my house handed to ***** at the signing of the contract.
  
  Sincerely,
  
  *************

  

  Business Response

  Date: 15/02/2024

  I am unsure what the question or clarification is that we are supposed to be responding to in this complaint. 

  Please let me know what clarification you are looking for.

  Thank you

  

  Business Response

  Date: 22/02/2024

  We have sent an email to the **** stating the following: 

  Hi *** and *****,
  

  
  We have your cheque in the amount of $10,563.01 prepared and ready at our office, along with an updated Final Completion/Cancellation of Contract document (which I have attached to this email as well).
  
  Please print and sign the document and either send it back or bring it with you when you pickup your cheque. Alternatively, I can print one and have it ready here for you both to sign. 

  We are not in possession of your original house plans. Please check at your home as our process with original plans given to us by homeowners is to take a picture of them or scan them and then we give them back to the homeowner. 

  Additionally, we have put the documents that were previously on the online portal (All of your timesheets and invoices, as well as the preliminary drawings that we prepared for you, and the photos of your original house plans) on a USB stick for your convenience. 
  
  Please email me back or text me on my cell at ************ to arrange a time to come to the office. 
  
  Thank you,
  
  Graeme***********
  Managing Director - My House Design/Build Team
  Mobile ************ Office ************ Web ********************** 
  Head Office/Showroom *********************************************
  

  Customer Answer

  Date: 25/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair 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.

  Hired the company for kitchen modifications. They prepared the materials and I assume some measurements and prep work was out. So job partially complete for kitchen cabinet Renos. This happened 1-2 and they appear to have quality assurance issues between sales - design and manufacturing. They indicated months ago it would be a week or two delay - they now only reply and say "next week", they won't allow me to speak with management to discuss the case and ascertain "what's" going on. I have worked with trades and have experienced supply chain demands and labour shortages - but this is not that. **** ******* **** ****** *** ***** ** ******  They messed up and have left the job and won't finish or engage. * ***** ***** ****** ******* *** ***** ** *** ***** *** ***** ** ***** **** ******* *** **** ********

  Customer Answer

  Date: 09/12/2022

  ******
  
  
  The issue has been resolved.   Thanks kindly.  ******