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:13/09/2024

  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 signed a repair contract with Vancouver General Contractor (VGC) in June, 2024. The contract includes 250 sqft of stucco installation. In August, I found one post and beam under the deck needed to be replaced. The newly replaced wood post and beam need to be wrapped with stucco to match the texture and color of the existing post and beam.
  
  On August 28, 2024 at 10:45 am, I sent an email to Hussain, the owner of the VGC: Please request your stucco guy to install stucco on the new post and beam and a tiny area where the beam meets the exterior wall under the deck.
  
  Then I sent a text message to Hussain mentioning: Please check your ***** for the Stucco installation on the post and beam.
  
  Hussain replied: It needs to be approved and paid before they will do it. It’s $1500.
  
  At 12:27 pm, Hussain mentioned: I can do $1000. Please approve the CO (Change Order) and make the payment. I will ask them to get it done. The item of Hussain's Change Order was: Stucco Repair under the Deck for $1000.
  
  At 12:30 pm, I completed an E-transfer of $1050. The E-transfer was sent together with my message to VGC mentioning the payment is for installing stucco on the post, beam, and exterior wall under the deck.
  
  At 13:01 pm, Hussain replied: This ($1000) is not for the post and beam.
  
  At 13:04 pm, I texted: Then, I withdrew my approval of $ 1050 immediately. Please credit this amount to my Repair Contract today.
  
  At 13:06 pm, Hussain replied: The guys have already started.
  
  I reminded Hussain that my email and text message had clearly mentioned the scope of work is to install stucco on the newly replaced post and beam (plus a tiny patch on the wall) under the deck, and he offered me a quotation of $1000 accordingly.
  
  Hussain replied: we are not interested in doing extra work. I think it’s best that you find somebody that will do the post and beam for you.
  
  My security camera showed a stucco guy spent 10 minutes patching only a small area (1 sqft) where beam meets the wall.

  

  Business Response

  Date: 19/09/2024

  Hello, 

   

  I spoke with the client, and they requested additional work be done on their property. The original contract was very specific for the amount of work we would do. That being said there was a lot more rot than what we initially believed to be. The client was communicated to and explained to what was extra and how much it would cost. 

   

  The client hired a third party contactor to do the repair for the deck beam and post. When they did the repair they damaged part of the wall and stucco had to be repaired. I explained to the client what we were doing and agreed to $1000. Afterwards the client told me that he expected the entire post and beam to be covered in stucco which was clear that it would not be the case. 

   

  Also, the client also explained that he did not was the new post and beam to be covered in stucco but rather wanted it cladded with wood, which is not part of the original contact. 

   

  After the work was done, the client said that he does not agree with the amount and wants to be credited back. Please find attached the text that shows the explanation and confirmation from the client. 

   

  Either way, I am not not looking to keep the money, but rather apply the money that was to an existing CO that was requested from the client for the additional Window that was supplied and installed by VGC. 

   

  That being said, working with this client has been challenging as we are constantly being asked to do more work, without being paid for it. He is giving trades on site direction asking them to do more work which is outside the scope and resulting in VGC being billed for this additional work. 

   

  This behavior continues as he keep demanding us to do more work outside the scope and refusing to pay for it. 

  We find that is will be impossible for VGC to continue the work in a reasonable manner and appease the client. Their expectation is not reasonable and the work has been delayed due to the fact that the scope increased significantly and the client takes a long time to decide and approve changes. 

   

  Please advise if you think our solution is fair, we will apply the $1050 that was paid, to an outstanding Change order for the sum of $2000 that the client requested for an additional window that includes supply and installation. 

   

  Thank you, 

   

  Customer Answer

  Date: 27/09/2024

  
  
  Complaint: ********
  
  
  
  I do not accept the response made by Vancouver General Contractors
  (VGC) to resolve this complaint because:

  
  1. The so-called outstanding window charge of $2000 mentioned in VGC’s response does not exist. Accordingly, VGC is unable to credit my $1050 payment to this charge. VGC used to send me a quote of $2,000 for a small vinyl window replacement. I have never approved it. Actually I declined this quote because it not only violated our existing Repair Contract but also more than triple the price that the window company had quoted to VGC and me.

  
  2. I showed Hussain the new wood post and beam in the morning of August 28. My email and text messages dated August 28 had clearly mentioned that the scope of work is to install stucco on the newly replaced post and beam (plus a tiny patch on the wall) under the deck, and VGC fully understood this scope of work and offered me a quotation of $1000 accordingly. 

  
  3. After I approved the $1000 stucco installation Change Order (CO), this CO becomes part of my existing Repair Contract with VGC as per our Contract Documents. The existing Deck and Exterior Wall Repair Contract cost me more than $100,000. According the scope of work of this existing Repair Contract, there are still many unfinished repair items that need to be completed by VGC (see below for detail).

  
  4. Accordingly, I request VGC to fulfill the legal responsibility to install the stucco on the new post and beam together with the other unfinished repair items based on the requirement in our existing Repair Contract.

  
  VGC’s
  response on September 19 was full of false accusation and ****. I signed a
  $100,000 Deck and Exterior Wall Repair Contract with VGC on June 18, 2024. VGC
  provide a written guarantee that my project should be completed before August 15, 2024 (including a 2 week period to
  allow water testing and visual inspection for any leaks). I gave VGC my house
  key, empty my house and my family all moved out to let VGC do the repair work.
  VGC has complete control over the repair progress. Hussain is the only person
  who has authority to instruct his sub-contractors do repair work. However, It
  has been 44 days after August 15 (the guarantee completion date), and my
  property is still completely uninhabitable and dangerous, with roof
  flashing has been removed, many exterior wall have been cut opened without
  insulation and drywall, holes in the floor and wall, exposed electrical wires
  that pose a fire hazard. VGC even used the least expensive material to
  substitute the material that is required by the Contract. VGC refused to repair
  the rotting wood and important stucco wall that are within the scope of work of
  the existing contract. VGC ignored my reminders that some of the repair work
  are clearly do not meet the BC Building Code and also do not comply with our
  Repair Contract.

  
  VGC started to send me Change Orders (additional quotation) for
  extra repair work since early July. I approved some Change Orders, but I
  gradually realized that Hussain usually ask me to approve an extra quotation
  that is more than 200% higher than the market price. I then decided not to
  approve unreasonable Change Order from VGC because those were all optional and
  I can hire another contract to do the job after VGC has completed the existing
  Repair Contract with me. So far I have declined the following VGC‘s Change
  Orders:

  
  1. One page quotation for Additional Repair Work for $57,745. This Change Order did not identify the exact scope of work and the material list.I declined it, and then VGC sent me a new quotation to repair the same new found rotting area for $10,689.

  
  2. A Bean and Post under the Deck Replacement for $6,800. Another contractor offered me a quote of $1,750.

  
  3. Sliding Vinyl Door Replacement for $9,340. The same window company offered me a quote of $3,200.

  
  4. A small Vinyl Window Replacement for $2,000. The window company offered me a quote of $650.

  
  5. An $8,000 Design Agreement for my second stage interior renovation project. I declined it because I am no longer confident to allow VGC to do another whole house renovation for me.

  
  Hussain has been upset ever since I declined the above Change
  Orders. He started to push back the repair schedule. He delays his
  sub-contractor and VGC staff to come to complete the work.

  
  All of my
  concerns and requests in the last couple months have been to remind VGC to meet
  the BC Building Code and to comply with our Contract Documents.  I have
  never asked VGC to do any extra work for free. I believe the owner of VGC,
  Hussain, cannot name any single items that I have ever asked him to do for free.
  Hussain and his colleague’s frequent rude and aggressive language, false
  accusation and unacceptable repair works has made me quite uncomfortable.

  
  VGC’s false accusation saying that I caused the repair project
  delay is absurd. VGC has my house key. My family has not lived in this property
  since June 2024. VGC has complete
  control over the repair progress.  It is quite clear now, the entire repair project
  delay and poor workmanship has been the result of the VGC’s inefficiency, poor
  coordination, and its own internal miscommunication.

  
  VGC always request its client to sign a 16 page Work
  Agreement in addition to the Scope of Work Contract. The Work Agreement is
  one-sided. It elaborates many situations that a house owner will be liable to
  the penalty, and many situations that VGC will not be responsible for. The Work Agreement even stipulate that VGC
  has right to terminate the contract whenever VGC does not believe they can
  appease the client. I am lucky that I insisted to delete this unfair clause;
  otherwise VGC will quite likely refuse to complete my repair project and put me
  in the dilemma.

  
  This Better
  Business Bureau Complaint matter has shown that VGC were unable to honor its
  own written promise even though it was only a $1,000 stucco project.

  
  I hope
  Vancouver General Contractors agree to hire a mediator (I am willing to share
  the cost). The mediator, Hussain and I can meet to reach an agreement to ensure
  all of the pending repairs items (including stucco installation on the post and
  beam) will be in comply with the existing Repair Contract. My family need our
  house be inhabitable in order to move in.
  
  
  
  Sincerely,
  
  
  
  ******* ***

  

  Business Response

  Date: 08/10/2024

  Please see my reply below. 

   

  1. One page quotation for Additional Repair Work for $57,745. This Change Order did not identify the exact scope of work and the material list.I declined it, and then VGC sent me a new quotation to repair the same new found rotting area for $10,689.

  - The initial quote for the change order was to rebuild all the walls on the rear exterior wall where the wood has been rotten. This was the full height of the wall (8'), this included new windows, new stucco, new house wrap, and all other associated costs. The client said this was too much and wanted to see if there was a more cost effective option. I revised it, and determined that we can repalce only the bottom portion of the wall which is only about 10", this reduced the costs significantly and the client agreed to this repair.  

  
  2. A Bean and Post under the Deck Replacement for $6,800. Another contractor offered me a quote of $1,750.

  - The client asked us to do this structural work, which includes the framing and stucco repair. The client declined it and hired a third party contractor. The quote given to the client does not include the stucco repair. Which is not reflective of the price. 

  
  
  3. Sliding Vinyl Door Replacement for $9,340. The same window company offered me a quote of $3,200.

  - I am not sure what exactly the window company quoted, but out quote, included the removing the door, new stucco, new framing and raplacing the old framing, which is not reflective on the window companies quote. Therefore the quotes are not the same. 

  
  
  4. A small Vinyl Window Replacement for $2,000. The window company offered me a quote of $650.

  - the quote that the client got from the window company is only the material, this does not include, the window opening prep, which includes blueskin and house wrap, and the installation of the window by the framer. The quote we gave the client is for all the labour and materials to complete the installation as per our contract agreement. 

  
  
  5. An $8,000 Design Agreement for my second stage interior renovation project. I declined it because I am no longer confident to allow VGC to do another whole house renovation for me.

  - The client is not obligated to move forward with VGC, and we feel we are not the right fit for this client to move forward. 

  
  
  Hussain has been upset ever since I declined the above Change Orders. He started to push back the repair schedule. He delays his sub-contractor and VGC staff to come to complete the work.

  - Hussain has not been upset, rather trying to explain to the client that we cannot move forward unless outstanding fees are paid, which they were not at the time, and trades where scheduled accordingly. 

  
  
  All of my concerns and requests in the last couple months have been to remind VGC to meet the BC Building Code and to comply with our Contract Documents.  I have never asked VGC to do any extra work for free. I believe the owner of VGC, Hussain, cannot name any single items that I have ever asked him to do for free. Hussain and his colleague’s frequent rude and aggressive language, false accusation and unacceptable repair works has made me quite uncomfortable.

  - This is not accurate. We are never been rude or aggressive to the client, his idea of rude and aggressive is when we dont' bend over backworks for his requests which we have done on many occasions. Here are a list of a few items that he has asked us to do at no addition costs. 

  - Additional drywall demo for exploration to see if there is water damage in the house. ( We did at no additional costs)

  - He told the stucco repair guys, to install Blueskin on all the exterior walls that are being repaired, which was not included on the contract, and we did that at no additional costs. 

  - Asked the framers to do additional work, which was done at no additional costs

  - Asked VGC to replace the roof flashing which needed to be removed to fix the rotten wood, which was not in the scope of work, which VGC told the client that it would be extra and he refused to pay it, and said it is VGC responsibility because we removed it. 

  
  
  VGC’s false accusation saying that I caused the repair project delay is absurd. VGC has my house key. My family has not lived in this property since June 2024. VGC has complete control over the repair progress.  It is quite clear now, the entire repair project delay and poor workmanship has been the result of the VGC’s inefficiency, poor coordination, and its own internal miscommunication.

  - This additional repair was not part of the original quote, this first has to be explored, assessed, a repair budget allocated, approved by the client, paid by the client, and then the work can commence. No additional work can be done without prior approval first, which needs time to put together as there are multiple trades involved. 

  
  
  VGC always request its client to sign a 16 page Work Agreement in addition to the Scope of Work Contract. The Work Agreement is one-sided. It elaborates many situations that a house owner will be liable to the penalty, and many situations that VGC will not be responsible for. The Work Agreement even stipulate that VGC has right to terminate the contract whenever VGC does not believe they can appease the client. I am lucky that I insisted to delete this unfair clause; otherwise VGC will quite likely refuse to complete my repair project and put me in the dilemma.

  - This work agreement is not one sided but rather it presents and outline for what can happen if there are challenged during the project, and is there to ensure clarity for all parties. 

  
  
  This Better Business Bureau Complaint matter has shown that VGC were unable to honor its own written promise even though it was only a $1,000 stucco project.

  - I have made the credit very clear, again the client is displaying a need to get things for free even though the work was not part of the scope, and the damaged stucco was caused by his contractor who replaced the beam. I proposed that the $1000 is creadited toward the window replacement. The client declined to pay for the work, he said that Joey the project manager told him it would be $650, and when i asked him to provide me with this information so that I can review it and if that is what was told to him I would honor it, and I have yet to receive any documentation stating that fact. 

  
  I hope Vancouver General Contractors agree to hire a mediator (I am willing to share the cost). The mediator, Hussain and I can meet to reach an agreement to ensure all of the pending repairs items (including stucco installation on the post and beam) will be in comply with the existing Repair Contract. My family need our house be inhabitable in order to move in.

   

  - We are happy to enter mediation and get this matter resolved. Please advise what we need to do to get mediation setup and we can proceed with whatever decision BBB decides is fair. 

   

  Thank you

  Customer Answer

  Date: 14/10/2024

  Better Business Bureau:

  
  Regarding
  the complaint ID ********, I agree that Mediation is necessary, and I would
  like to provide the mediator and BBB the updated information as follows:

  
  1. On October 2, 2024, Vancouver General Contractors (VGC) ***** my signature to approve 4 of Change Orders (VGC’s quotation proposal) that I have officially declined long time ago, and then issued 4 invoices (total around $3,000) requested me to pay.

  
  2. On October 2, VGC also sent me an invoice of $18,884.41 for the repair project and another invoice of $5,193.21 for Repair Contract Cancellation Fee.

  
  3. On October 3 (5 days before VGC agreed BBB to arrange a mediator), VGC sent me an email indicated that they did not think that moving with this project is going to be good, and VGC wanted both partied go the separate ways. VGC requested me to pay all the above invoices and the $5,193.21 Cancellation fee immediately. The email clear indicated that VGC will not come back to my place to complete the repair project.

  
  4. VGC further mentioned that if I did not agree the aforementioned payment terms, all warranties will be cancelled including materials and railing, the cancellation fee will increase to $10,685, a lien will be placed on my property, as well as an annual interest fee of 24.99% which will be calculated daily. 

  
  The aforementioned VGC email and invoices clearly did not in
  comply with our Repair Contracts; accordingly, I have advised VGC the
  followings:

  
  1. It was ******* that VGC ***** my signature.

  
  2. According to the Scope of Work Agreement, any items that are cancelled by VGC will not be charged 22% administration fee. I have no obligation to pay any amount of the cancellation fee because the cancellation was initiated by VGC on October 3, 2024.

  
  3. The invoice of $18,884.41 is unacceptable. According to our Contract, this payment only due upon completion of all repair work except insulation, vapour barrier and drywall. Currently, In addition to the long overdue unfinished insulation and drywall installation, VGC still have not completed the following items: glass railing installation, stucco installation on the post and beam under the deck, window trims, window sills, window sealant application, window glass and hinge replacement; around 40 sqft of stucco installation; rotting wood repair in a kitchen area and a fireplace area; properly reconnect and seal the roof flashing that was damaged by VGC. Please complete those items before send me the $18,884.41 invoice.

  
  VGC always prefer not to clearly identify the exact scope of work
  in the written contract and Change Order. The lack of precise description
  regarding the scope of work has created many disputes during the repair process
  (and allow VGC plenty opportunities to collect some extra money from the
  client). Following are some of my painful experiences with VGC in the last 4
  months:

  
  1. The Repair Contract mentioned 250 sqft of stucco and drywall replacement in the den, fireplace, and basement for the rotting wood repair. Before I signed the Contract, I asked VGC using house picture and building drawing as the attachment of the Contract to show the exact location of the exterior walls that need to be repaired the rotting wood. VGC declined. After the repair project started, VGC refused to repair some rotting area and install new stucco unless I agree to pay more. VGC insisted that those rotting areas and stucco repair were extra work, and VGC do not work anything for free. In fact, those areas are definitely within the scope of work of the original repair contract. Fortunately, my home security camera footage of the onsite discussion with VGC could prove the mutual agreed scope of work. Up to now, the completed stucco repair areas are much less than 250 sqft in the den, fireplace and basement.

  
  2. VGC sent me an Extra Repair Change Order of $10,689. This extra quotation only mentioned the repair include framing and stucco and did not described any scope of work. I refused to approve this Change Order and requested VGC to confirm the exact location of the additional repair area in the kitchen and basement to me. VGC ignored my request. Recently, I found out that VGC had ***** my signature to approve this Change Order and asked me to pay $13,209 instead of $10,689. During the repair process, VGC again refused to repair some rotting area for this Change Order unless I agreed to pay even more. Fortunately, my home security camera footage of the onsite discussion with VGC could prove the areas VGC refused to repair were indeed all within the scope of work of this Change Order.

  
  3. According to our Repair Contract, all work that is stated in the Scope of Work must be completed as per the BC Building Code requirements. After this renovation started, Hussain insisted that BC Building Code only apply to new house building project, and VGC’s own standard practice prevailed over BC Building Code for my renovation project. Accordingly, VGC used ***** wrap to substitute rain screen. Rain screen is 20 times more expensive and thicker than *****. In fact, our Contract requires that VGC should provide both ***** with rain screen for the wall siding.

  
  4. The scope of work of the Repair Contract clearly includes the hauling and removal of all waste from the jobsite to maintain a clean site. Around $4,800 of 4 waste bins of demolished material and debris removal have been included in the contract price. After the project started, Hussain insisted that disposal and dumping waste are both not included in the above all waste removal, and VGC required me to pay thousands of additional fees.

  
  5. In my email dated August 28, I requested VGC to install new waterproof membrane, mesh wire, and stucco on the new post and beam and a tiny area where the beam meets the exterior wall under the deck. VGC responded that they could do this job for $1,000 and sent me a Change Order mentioned the scope of work was: Stucco Repair under the Deck for $1,000. VGC urged me to make the payment ASAP. However, 30 minutes after VGC received my payment, Hussain said $1,000 could only pay for 1 sqft of stucco patch on the wall, and the stucco on the post and beam under the deck will cost much more and he has no interest to do post and beam.

  
  6. The Contract imposes severe penalty for any project delay caused by the house owner, but no penalty for the delay caused by VGC. Accordingly, my project has been delayed by VGC for more than 2 months and VGC is unlikely to complete this project in the foreseeable future.

  
  7. VGC’s project manager seldom fulfills his responsibility to supervise the material and workmanship quality of the sub-contractors. His role in the repair project appears solely as a coordinator instead of as a supervisor. Accordingly, many unimaginable deficiencies have been found. For example, using numerous rusted nails to substitute the standard galvanized deck screws to install outdoor deck and stairs; refuse to replace some visible rotting or compromised wood structure; using cheaper deck membrane and window glass to substitute the materials required in the Repair Contract.

  
  Finally,
  I believe Hussain, the owner of VGC, fully understand that the BBB mediator
  manages the mediation session but do not decide what should be done to solve
  the problem. A mediation provides
  chance for the parties to develop their own solutions. The people
  involved in the dispute decide for themselves what actions will occur.

  
  In
  the future, whether VGC is willing to honor its contract commitment to complete
  the repair project or further escalate this dispute to the court will be
  completely decided by Hussain. Should he decide to pursuit the legal
  proceedings, I will file a counter claim for the project deficiency and delay
  compensation and structure damage caused by VGC based on the Structure
  Engineer’s Report.

  
  Regards,

  
  ******* ***

• Initial Complaint

  Date:30/12/2022

  Type:Product 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 signed a contract with Vancouver General Contractor about our en-suite and the powder room renovation project in Jan 2022. Then I had two meetings with the interior designer to finalize the costs for the scope of work and the materials we chose during Jan to Oct 2022. The whole process took me more than 9 months. Since I signed the contract I was not contacted with the project manager again. The materials recommended by the company did not meet my expectations I chose to buy the materials myself and decided to renovate on the en-suite only. In July, they threatened me to apply $200/day if they were not able to start the project. All materials I purchase were sent to the designer in Aug/Sept. I had not been contacted until I followed up. In Oct this year, i came to the office to approve the quotes and designs which were verbally agreed back in April or July. This is the last to do they requested from me before they could start the project. They did not start the project until I follow again in Nov. and i asked for other options if I were to terminate the contract. VGC asked me to pay the remaining balance owing including the back charges since August and the 22% administration charge. However, nothing was done to the en-suite at this point with the 30% deposit made in Jan $10128.77. I decided to continue with the project if they could get the process started and get it done by the year end. A new project manager contacted me to coordinate with the project. He asked me for the payment again in our first meeting. I asked for the adjusted cost of the remaining work as they are not required to renovate the powder room. It was not provided to me within a month after I followed verbally and in writing a few times. The crew did not show up or late to get the job done and asked for access to the house without notice when they were outside of our house. I doubt the companys business practice and do not believe they are acting in the clients best interests. I need help to resolve this dispute. I do not want to be fooled around and continue delaying the project for no reasons. Thank you

  Customer Answer

  Date: 04/01/2023

  If the company is not able to finish the job with the clear breakdown of the cost estimates  for the scope of remaining work and the timeline, I would like  the partial refund. 

  
  

  It has been taking too long for them to get the job done. If they are not able to get thee job done in a week, I would like to request a partial refund. 

  Thank you. 

  
  

  

  Business Response

  Date: 18/01/2023

  Good evening, ****
  Id like to assure you that your project is our priority, and we intend to complete the work as soon as possible. The project was progressing efficiently, and demolition work was completed on time/schedule. 
  
  There were several challenges when our trades were not granted access on multiple occasions, and were not given enough time to fulfill the tasks assigned. We suggested access resolutions/arrangements but unfortunately the resolutions were not accepted. We made attempts to reach you before and after the holidays to arrange a meeting with you, discuss the scope of work, costs, and proceed with the work, but we did not get a response to our message.
  
  At VGC, we will go above and beyond our duties to complete your project with great quality and efficiency. I will contact you tomorrow, Wednesday, to arrange a site meeting with you and resolve this matter ASAP.
   
  Best regards,
  
  
  **************

  Customer Answer

  Date: 18/01/2023

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

  I have no faith in the way the company is doing business.

  If the company  not able to provide me with the final costs to finish the project in 5 business days and amend the payment schedule based on the new final costs, I would like to proceed further with the company and also request a reasonable refund without the administration fee.  I did not cause any delay on my end during the process. Thank you.

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

  

  Business Response

  Date: 19/01/2023

  Hello ***,

   

  This is ******* and I am the owner of Vancouver General Contractors, I have emailed you but you requested that I respond to you through BBB. I am happy to accommodate your request and here is the cost to finish the project.

  Your Original budget to do the ensuite as well as the powder room is $33,762.55

  The powder room credit is $5,375.09

  The new total for the project is $28,387.46, you already paid a deposit of $10,128.77 when you signed the project, and the remaining balance is $18,258.69. 

  We are not going to charge you the 22% cancellation fee for the powder room which is $1,182.52 in good faith, as we just want to get your project completed, since we have purchased the materials and the trades are on stand by right now. 

  You next payment that is due right now is $4,064.96 which is due at the start of demo. 

  Your remaining payments will be the following; Start of Drywall $8,516.24, Start of Painting/Flooring $2,838.75, Final Payment at completion $2,838.75. 

  I believe this is a fair solution to your request, and I want to finish this for you because we have all worked so hard to get to this point. Karar is excited to work with you, and I assure you he will be a lot more effective in communicating and ensuring that trades show up when they say they will. 

   

  Please let me know if this is acceptable and I can action everything to get this project moving long. 

   

  Thank you, 

   

  Customer Answer

  Date: 19/01/2023

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

  The costs for the remaining scope are way higher than the fair market price. The original costs include $7500+ of materials, what is the total material cost of the remaining project? I already paid for the large items and accessories out of my pocket. If the remaining cost for putting the tiles and installing the toilet, bath, fan, lighting and shower are $18k+, this is not acceptable to me.

  Please amend the costs or process the refund as soon as you can. Otherwsie, it doesnt make sense for me to proceed further with VGC 

  Thank you.

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

  

  Business Response

  Date: 02/02/2023

  Hello ***, 

   

  Thank you for your patience, as there was a lot of information for me to gather. I have spoken with all my team and I can confirm that the last price we gave you was accurate for the ensuite bathroom with removing all the items that you are supplying and the powder room. 

  I managed to bring it down to $28,059.87 with all taxes in. I have attached the scope of work and the allowance sheet for your review along with the design package.

  It is true that you removed items from the scope and and cancelled the powder room, but the fact remains that there is still a lot of labor involved in the renovation. We are tiling the entire bathroom, as well as doing a lot of electrical work with accent lighting. I think the design looks beautiful and you will be very happy with the end result. 

  If you want to decrease the cost, I am happy to make some suggestions. There would be costs associated with the revision of the plans, if we decide to do that. Some things you can consider is removing a lot of the tiles on the walls, although they are nice they are not required. Also we can remove the accent lighting using LED, again although it is nice it is not required. Another is removing the custom millwork, as well as the niche. 

  You have to keep in mind labor costs are the highest they have ever been and we value of trades and want to pay them fair market value. The cost of this bathroom renovation is not outside the norm. We have don't a lot of bathrooms projects and your bathroom cost is right in line with many others if not even lower. 

  If you decide that you do not want to move forward, there is a cancellation fee of 22% of the remining work and we will bill for all the time and work we have already done. At this stage if you cancel, you would end if owing VGC some money, but if you want to cancel, we will gladly just wave what we are owed and both walk away. 

  Please let me know what you would like to do and I am more than happy to accommodate you. 

   

  Thank you 

  ***********************

  Customer Answer

  Date: 02/02/2023

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

   

  this is my final offer to continue the project with VGC without going further with this complaint. I received the quote on renovating the en-suite alone for $23,944.37, including $4,817.8 on materials. Since I already bought the materials suggested in the budget such as toilet double sink, tub, bathroom accessories and wall and floor tiles. The scope of work is only $19126.57. After the first deposit, the remaining balance owing should be around ****. Please let me know if you would like to move forward with the proposed solution. 

  I cannot accept the proposal of walking away without receiving any service provided by VGC for my over 10k of the initial deposit.

  thank you. 
  
  Sincerely,
  
  *** ***************

  

  Business Response

  Date: 07/02/2023

  Hello ***,

  
  

  We can match that price, but that means that we will need to match the exact scope. The scope you have there is not exactly the same as what you have asked for on the final drawings.

  
  

  If you can scan all the pages and send it to me, I will gladly match it line item by line item, and let you know what the cost is exactly.

  
  

  But that scope does not include tiling on all the walls for example.

  
  

  Thanks 

  Customer Answer

  Date: 07/02/2023

  Hi *******,
  
  This is 100% not true. When *** ( the project manager) went through the quote with me, he did not go through the items line by line with me. Based on the trusted relationship I confirmed the details with him verbally and thats why I wrote the notes on the cover page what is included. I made sure the quote is for the tiled bathroom entirely. From day 1 I already made up my mind to tile the whole bathroom. 
  
  Thats also the reason why I filed the complaint. Your company business practice is very questionable. Even though I signed the contract and the contract says it supersedes all prior negotiations, representations or agreements either written or oral,  both parties to the contract must keep their words and make every effort to carry out the duties. 
  
  I did not do anything wrong on my part. However, the lack of actions on your side  will constitute what is described as a "breach" or violation of the contract. I paid a price for someone leading the project. But a project manager did not show up or communicate with me ever since the contract was signed. Interior designer was not helpful in sourcing the right materials to match the design. I ended up buying most of the project materials myself.   VGC did not start the demolition 10 months after the contract was signed. VGC simply failed to fulfill their contractual responsibilities in the manner specified in contract provisions.
  
  Thank you.
  *** ****

  

  Business Response

  Date: 07/02/2023

  Hello ***, 
  
  Thank you for your reply. With regards to the scope you signed off on, we did create 9 different variations of scopes, as there was a lot of back and forth with you and ***, that being said you decided to move forward with a scope that is outlined in what you signed.
  
   Also, we did not start your project because there were months when you did not reply to any messages, calls, or emails, and we have all of this document. We do our best to service our clients, but it seems that there were challenges in communication and correspondence early on your part. 
  
  The costs that I am using to create the revised scope for only the ensuite, are based on the prices of when you signed the contract and not today's prices. This would have been the price then, and I am willing to honor this price now.
  
  We are an ethical company and we do close to 70 jobs a year, and this is the first time that we have had a complaint of this nature. Again like I said before I am happy to work with you on this but there has to be a reasonable understanding, and not just simply saying a random number of how much you feel you should be paying for this renovation. 
  
  I look forward to hearing back from you. 
  
  Thank you,  

  Customer Answer

  Date: 07/02/2023

  Hi *******,

  
  

  I did not believe your crew communicated clearly to you

  And shared the truth with you. All the numbers I provided were based on the evidence and verbal

  communication. The 9 different variations of scopes were created before the contract was signed. 

  The hours spent should not be included in the scope of labor of the project.

  
  

  I did not receive any updates from Mahsa from February to

  Mid May. I always responded to the requests by phone, texts and emails. Someone

  dropped the ball but not me.

  
  

  VGC had the responsibility to follow up and get things done, the responsibility seems to fall on me. 

  I got penalized and was threatened to be back charged the admin fees if the project was

  Not able to get started by August.

  

  Business Response

  Date: 09/02/2023

  
  Hello ***, 
  
  Thank you for letting me know about the scope that was presented to you. Can you please scan it and send me all the pages so that I can look it over please? The option I have is different from the one you sent me, as there were changes made and that was the option you signed.
  
  Once I receive it, I will go over it line by line and compare it to the options we have on file. 
  
  Thanks
  

  
  

  Customer Answer

  Date: 31/03/2023

  I already declined to response when ******* asked for it. I will proceed with the arbitration. I do not wish to spend time on negotiating a better offer with VGC. I had been doing this for over a year with them but nothing got done to my benefits. Their prices are out of the reasonable range compared to the market.
  
  I am not obligated to provide the scope at this point of the process but I am happy to do so upon the arbitrators request.
  
  Thank you.
  
  *** ****
  

  
  

  Customer Answer

  Date: 12/04/2023

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

  I will not share the information with the vendor to keep the negotiation going as it has been a waste of time. I need a neutral third party to resolve this issue as soon as possible. I will provide the information to the arbitrator when the arbitration process is started.

  Thank you.

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

  Customer Answer

  Date: 14/04/2023

  
  Complaint: ********
  
  I am rejecting this response because I had a verbal agreement with *** after going through the proposal of doing the en-suite only  that the design included tub tiles wall tiles niche and the niche with LED. Please see attached. Thank you. 

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

  Customer Answer

  Date: 15/05/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

  *** ***************

  

  Business Response

  Date: 16/05/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

  *** ***************

  

  Business Response

  Date: 16/05/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

  *** ***************