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:24/02/2023

  Type:Order 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.

  Early May 2022, we suspected that we may have foundation and/or drainage issues with our new house at *** *********** *** ********* ** *** ****
  **** ********* ******* *** *** ******** we hired Mr. Andy ******** owner of Graphic Construction, to perform a home inspection, which indeed revealed major foundation issues in the house. Subsequently, we hired him to perform the necessary repairs. ***** ** *** ******* ********** *** ******** ** **** **** **** *** * **** ****** *** *** 
  The work only began mid-November.
  To this date, him and his young worker have put in place steel bars all around the perimeter of the basement walls, notched all the existing major cracks in the corresponding walls with cement, and they just started working on the floor cracks and weeping tiles system to improve drainage.
  For the latter, they have already dug large trenches in the basement cement floor, measuring at least a foot wide and a foot or more deep by several feet long.
  However, because we called on his worker not actually working during work hours on our premises last week, Mr. ******* sent us ********* emails and decided that he would simply walk away and leave us with the large trenches and an unsafe basement.
  We understood from him that he would be present on the job site at all times, except to go get supplies or tools, and that he would oversee everything and participate to the work himself, using his 35+ years of expertise.
  However, since he started the work, he has been coming in the morning to open for his young worker, who is inexperienced in this field, then leaves him unsupervised for the rest of the day. Therefore, he is not actually here to see what the worker is (not) doing, and yet, he does not want to hear us and maintains that we have no say in the agreement he has with his own worker, even though we are paying him so he can pay his worker...
  
  At this stage of the work, our basement does not feel safe at all. *** ** ** ******* ***** **** * **** *** *** ******** *******
  The insulation was not replaced on the bare walls, leaving us with cold and mold issues.
  Also, because of the nature of the work, we have major dust issues all around the house.
  We do not feel like it is safe to leave us with this part unfinished.
  We have a contract with Graphic Construction, and Mr. ******* does not want to honor it, despite the fact that we have already paid him for this part of the work.
  Also, when he informed us that he wanted to walk out on the job, we called the City to ask about our building permit that Mr. ******* said he pulled for this work and that he charged us for, and we found out that it was never actually approved by the City.
  They have been waiting to obtain some answers from Mr. ******* and his Engineer since November with no success.
  *** **** *** ******* ******* *** **** ******* ** *** ******* ******** **** ********

  

  Business Response

  Date: 24/02/2023

  Thank you for your email.

  ***** *** ** **** ******************* ****** **** *** **** ** ******** ** ***** ********* **** ** ** **** ********* I will respond in detail within the required 14 day period and provide email and text message communications between the customer and myself with proper timelines and verifiable facts to clarify what actually has transpired on this job from start to present day. ***** ** * *** ** *********** ** ******* ** ***** ** **** * ***** ******* ** * ******* ***** ** **** *** *********** ***** ** *** **** **** *** **** ** *** ** *** ******** *** **** 

  I have worked very hard to build a strong and reliable reputation and I thank you for providing me with the opportunity to defend my good name because it is of the highest priority for me. 

  Andy *******

  Customer Answer

  Date: 24/02/2023

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

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

  Why has is not been completed as per the agreed contract, despite having already been paid for?

  Why leave the customer with unsafe trenches in the basement, a thing that was promised would never be done?

  Why have you not repaired the damage caused by your worker, as was promised so many times?

   

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

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

  We were promised detailed breakdowns, pictures, a statement, continuous work, daily presence, a job finished with no hassle, and eventually a safe house, but none has been provided so far... on the contrary!

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

  The facts are the facts: there is no permit; work should not have been done, and monies should not have been collected. **** *** ** ******* *** ********** ** *** ** ********* ******* ***** ******

  If the job we paid for and the repair to the damage you caused are not completed, after providing us with the permit that we paid for and you said you obtained on our behalf of course, then we want a refund.

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

  
  
  
  Sincerely,
  
  
  
  Sarah & Juliette *******************

  

  Business Response

  Date: 16/03/2023

  The chronology of what has happened from the beginning to this point is critically important  because it’s all a matter of cause and effect. 

  The two complaint letters sent by the customers to the BBB have a lot of untruths in them ******** *** **** *** *** *** ****** **** **** ********* **** *** ***** *********** ** **** * ********* ********** **** *** ****** I will respond to them line by line later in this document.

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

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

   

  I would like to make it perfectly clear that I did not walk off this job. * *** ****** *** ** ** *** ********** *********** ********** 
  
  *

  Considering how much time I have invested in this job so far and having to now leave it means sacrificing any profits I would have made. It means a huge waste of my time and a big loss on my books *** * ****** **** ** *** ****** ********** **** *** ***** ******** *************** *** ******** ********* ********* *** ********* ** *** ********* 

   

  I consider both ***** *** ******** to be truly nice people. I had numerous in person meetings with them both before actually starting into the project. All of my email and text communications were with ***** though. She has been the one to be in charge of the whole project from square one. I have found her right from the beginning to be very professional, honest and sincere. There was never a problem between us we could not discuss and fix. Big or small. I only have the highest regard for her and I regret that it has come to this. She doesn’t deserve it.

   

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

  Once the boots were on the ground and we were actually starting to do stuff I had my first glimpse of what ******** was really like. ********* ***** *** * **** ******** *** ******* ** *** **** **** *********** ********** *** **** ****** *** ****** ** ** ***** **** *** ******** ** *** ******* ********** ******* ** ****** *** ** *** ****** ** *** ****** ** *** ***** *** ******* *** ***** **** ********* ** *** *** ** **** ** ** ****** * *** *** ***** **** ***** **** ******* * **** ** ****** ** *********** ******* ***** *** * ****** ** **** **** **** **** *** ***** ***** * ***** ***** ***** *** * *
  
  ** ***** **** * **** *** ** ** 

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

   

  As the work progressed ********’s constant need to get in the middle of things and to try to exercise her authority in a disruptive and intimidating manner became standard fare. She would look for fault where ever she could find it and then ride it into the ground **** *** ******** *** ****** *********** 

  She created a very intimidating environment where there was no room for a mistake. ** *** ******** **** * ******* *** ***** **** **** ***** ***** *** *** ** ********** *** **** ** ** ***** *** *** *** ***** ** ****** 
  
  *

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

  She complains about everything and is always the victim. *** ****** **** ** **** ******** ******* ** ****** * ********** ***** ***********. Being around her means walking on egg shells and waiting in dread for the next shoe to fall. So when the attack comes it’s either another rehash of something that was settled numerous times before or some new either real or imagined problem. She is extremely difficult to work with. 

   

  ***** being ***** was the lightning rod between us. Constantly standing up in defense of ******** while trying to appease us as well and doing everything possible to minimize conflict and have things run smoothly. 

   

  And of courses I was always between ******** and my associate **** who was my right hand on this job. The majority of the abuse from her was directed towards **** *** ** * ***** ****** ****** ** ****. To my face she would say something different than what she said to ****.  **** was almost unbelievably polite and patient with her. He would somehow manage to compartmentalize her ********* behaviour and bury himself in his work. All I could do was encourage and mentor him in learning how to accommodate a difficult customer. 

   

  My entire adult life has been spent in the service business and customer relations. I don’t remember ever having a customer whose behaviour is such a dichotomy ******* *** ****** *** ** ** **** ** *** *** *** **** ****** ******* *** **** ** **** **** **** ****

   

  These skirmishes were a regular part of the job but on Dec. 9/2022 things came to a head. Because of a text message between ******** and myself where she calls my associate **** a liar and goes on to slander his good name I was forced to take a stand behind what was right. 

   

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

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

   

  **** and I arrived at the job site at 9:00 am, let ourselves in the back door with a key which had been provided to me. I assumed that ***** had read my email which I sent at 2:30 AM, since she is often up late at night working. When I told ******** that we were just there to pack up my tools it became evident that ***** had not yet read my email. 

   

  ******** woke her up and said to read my email while we were packing our stuff. After having read it she came to the back door visibly shaken. It hurt me to see her that way.

  She was a victim here but so was I and I had to help myself out of this mess.

   

  The short version is that ***** apologized profusely and couldn’t have been more contrite. *** ********* ******** ******** ** ***** ** **** *** ** ***** ********** ** ******* **** **** No sooner had ******** apologized than she began to work excuses into the apology. ***** ** ****** ********* ******* ******* ******* *** ******* ******** 

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

  It ended with many reassurances that things will be different. ***** had been holding a cheque in her hand for $********* and asked me to accept it and not leave them. 

   

  I accepted their apology and took the cheque. Dec. 9 th. Was a Friday morning and I told them we needed to take the day off to cool down and promised to return on Monday morning to continue the work. 

   

  We were there on Monday morning and since ******** was not there that morning ***** and I had a chance to talk. *** *** ******* *** ******** ** ** **** ******** ** *** *** *** ** *** ****** *** **** *** **** ****** *** ** *** *** 
  
  *

  This was a lot to ask of a stranger but feeling her pain I said I would do my best to make things work.

  So in a nut shell nothing changed because after a few days ** ********* ******** was back to being ********. 

   

  The next big blow up came a few weeks later.

   

  ********, *****, **** and I were all in the basement discussing how to bag and cover their belongings to keep the dust off. 

  I had asked the previous day for them to put everything in large garbage bags so we could move them around as needed while doing our work. We had been covering everything up with traps, poly and drop cloths but with lumber and concrete demolition you are going to get a lot of dust and it was inevitable that some of their stuff would get dusty. 

  They wouldn’t accept our recommendation to store their stuff in a storage facility. They purchased sight unseen a portable storage container which was delivered to their driveway but it was so beat up it was unusable. Then they purchased another portable storage container that was brought to the house but because of overhead wires could not be delivered onto the property. 

  Although there was adequate room in the garage we were not allowed to move the stuff out there. They were adamant. So we were continuously playing musical chairs with their stuff. Moving around and covering and uncovering as needed. Moving again, etc. etc. The whole time being chastised for touching their personal stuff and getting stuff dusty and on and on and on. 

   

  ******** had me go to the laundry area and began to antagonize me. *** **** **** **** ******* *** **** **** ******* ******* *** *** ** ***** **** *** ****** **** ** ****. It was **** who was her usual *********. She harassed **** about the same things the day before but it seemed that she had to give me a piece of her mind as well a day later. 

  She complained about scratches and marks on the pocket door between the  laundry area and the recreation room. I explained that the scratches were not done by us. The door did not fit into the pocket properly and caused marks on one side when moved in and out. She complained about marks on the other side which she was told repeatedly would be painted later.  We were in tight quarters and having so much traffic there it was almost impossible to avoid bumping into things on occasion. 

   

  She complained about a $***** light receptacle we had taken down from the ceiling joist because it was in the way and was unsafely installed. We hung up a work light to replace it with the intention of replacing the light fixture when we were doing the ceiling, which would not be done for quite some time. She emphasized repeatedly that we would have to pay for it if it was lost. We’re talking about a $***** item here but the important thing was for her to be right *** ** *** ** ** **. Another pull string $***** light fixture in the storage area was broken when we were removing the drywall/plywood ceiling. I said we would replace it but she had to dwell on it and keep pressing the point like she hadn’t even heard me. She again brought up some issues about where the washer and dryer were not exactly where she had thought they should be and on and on and on with insignificant made up problems. The attitude, voice tone and general badgering was enough and I left the room before saying something I would regret. 

  I walked over to ***** in the other room and told her I had to go for a drive to cool down ******* ******** *** ******* ** ****. The fight or flight  syndrome had kicked in and I had to slow my heart rate down.  I am a very patient man but ******** has the ability to immediately unnerve a person with her willful belligerence. ***** had heard from the other room a lot of our conversation and her face told me she knew what was happening. 

   

  I returned after 15 minutes and ***** made ******** apologies after hearing us both out.

   

   ******** was relentlessly provocative and after a heart pounding face to face confrontation ***** was able to convince her to be reasonable *** ** *** ****** ** ***** *** *** ***** **** *** *********** ***** ** *********** *** ************ 
  
  *

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

  ****** **** ** ****** ****** **** and I were in the habit of discussing the days events at the end of each day,  if I was not there for some part of it. How much did we get done? Do we need any materials not anticipated? Etc. etc. 

   

  His nerves were frazzled again because they were all over him **** ***** ** ***** 

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

   

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

  **** **** ***** they had taken things to the next level. They were now ***** rattling with threats of legal action and ******* the City Health and Safety Inspector on me in the hopes of finding some infraction. They refused to let me in because they wanted the leverage of being able to say that I had left the workplace unsafe. The truth is that I had left their basement in good order with only a vacuuming required to complete our clean up. Plywood had been laid down over the broken out concrete areas and it was not unsafe to get to their washer and dryer and the downstairs fridge if they needed access. The areas where they did not require access would have been covered if we had been allowed to return and complete our cleanup. Pics will be provided. 

   

  So now we were on hold and the next response I got was on Feb. 23/2023 from the BBB with complaint # ********* 
  
  *

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

  Initial complaint. 

  Early May 2022, we suspected that we may have foundation and/or drainage issues with our new house at *** ********** *** ********* ** *** **** **** ********* ******* *** *** ******** we hired Mr. Andy *******, owner of Graphic Construction, to perform a home inspection, which indeed revealed major foundation issues in the house. Subsequently we hired him to do perform the necessary repairs. Based on his rating, reputation and reviews, we felt like this was a good choice for us. This only began in mid November. To this date, him and his young worker have put in place steel bars all around the perimeter of the basement walls, notched all the existing major cracks in the corresponding walls with cement , and they just started working on the floor cracks and weeping tile system to improve drainage. For the latter, they have already dug large trenches in the basement cement floor, measuring at least a foot wide and a foot or more deep by several feet long. 

  However, because we called on his worker not actually working during work hours on our premises last week, Mr. ******* sent us insulting emails and decided he would simply walk away and leave us with with the large trenches and an unsafe basement. 

   

   ME- The underlined sentence above is a complete falsehood *** ** ***** ** ******* *** ******. ****** ***** ** *** ******** ******** *****. I did not walk away, I was chased. *** ******** **** **** I offered to vacuum up and place plywood sheets on the remaining excavations BUT they wouldn’t let me back into the house. They thought it would give them some leverage but when you look at the chronological sequence of events  that are displayed in our emails, it clearly shows this is misdirection and false. 

  
  
  

  Customer- we understood from him that he would be present on the job site at all times, except to go get supplies or tools, and that he would oversee everything and participate to the work himself, using his 35+ years of expertise. 

   

  ME- *** ********** ******** ***** ** * *** *** ** ***** ** *******. I did say I would be hands on much of the time but I did not say that I would be there all of the time except to go for supplies or tools. **** * ***** ***. Yes I did commit to overseeing the whole job and I have done exactly that. 

   

  Customer- However, since he started the work , he has been coming in the morning to open for his young worker, who is inexperienced in his field, then leaves him unsupervised for the rest of the day. 

   

  ME- The underlined sentence above is a total lie *** ** ***** ** *******. Since the first day we began to work there I was hands on present at the job site from morning to quitting time, with the exception of leaving to pick up some lunch for my associate and me. From the first day to the day I was chased off this job ( as opposed to walking off ) I would say that an honest estimate of the time I was actually at the job site would be on the average about 75 % to 80 %. 

   

  My young and inexperienced worker as he is described ( done to attempt to make him look incompetent ) is in fact a 31 year old man with a family and he has worked with me on 3 major repair jobs and several smaller ones. Previously he has been engaged in a lot of construction work. He is a skilled labourer with considerable experience. The tasks I have left him to do on his own he is more than qualified for. 

   

  Customer- Therefore, he is not actually here to see what the worker is ( not ) doing, and yet, he does not want to hear us and maintains that we have no say in the agreement he has with his own worker, even though we are paying him so he can pay his worker. 

   

  ME- The truth is that I was there the majority of the time and when ever I wasn’t there I would get a progress report from my associate that same day and I was always totally on top of the job. 

  I always heard them out so saying I did not want to hear them is a complete lie. 

  **** ***** ******** *** **** ******* ** ****** ** *** ******** ********* I have scores of emails and text messages if need be between ***** and myself to illustrate that anytime she texted or emailed me with the slightest concern I was all over it immediately of sooner. 

   

  In fact to momentarily go back to the event where ********, *****, **** and I were all in the basement discussing bagging their stuff and there was a blow out between ******** and me, I have to add that while ***** and I were trying to make sense with ********** ideas on what should be done she kept on insisting that her voice is not being heard and no one is listening to her. The truth is ***** and I were both listening but our opinion differed from hers *** ****** *** ** ***** *** ******* *** **** ****** **** 
  
   

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

  *** **** ** ***** **** ** *** ******** because they pay me gives them no supervisory right to my associates, sub-trades or employees. These are standard business dynamics that every serious adult person understands. ******** **** **** **** ***** ******* *** ** *** **** *** **** ** ** ** ******** ***** *******

  
  
  

  Customer- At this stage of the work, our basement does not feel safe at all. One of us already walks with a cane and has mobility issues. 

  
  
  

  ME- The above is misleading and insinuates I left them unsafe. ** ** * **** When I left all areas they had to walk on were safely covered with plywood. The landing at the staircase bottom, the walkway to the laundry area, the laundry area and walkway to their refrigerator. All covered and I have pics. I offered to go back and vacuum up and lay down more plywood on the remaining areas as needed. ***** ******* * * * ***** ********* ** **** ********* ******* **** ******* ** ***** **** **** **** ******** ** **** ** **** **** **** ********* ********* *** ******* **** 
  
  
  
  

  Customer- the insulation was not replaced on the west walls, leaving us with cold and mould issues. 

  
  
  

  ME- This is indirectly a lie because it’s misleading and misrepresents the truth.

  
  
  

  As a matter of fact the insulation was not replaced on any of the walls and they knew it wouldn’t be for some time because I explained it all to them in great detail on a number of occasions, to the point it could not be misunderstood. 

  ** **** **** **** the bare concrete foundation wall is covered with 6 mil Poly to 8” plus above the outside finished grade elevation. It is done this way because it is done to Hydro Standards so that it would qualify for a Hydro Rebate for the cost of the insulation. I would have been looking after this on their behalf. The point at which we were run off this job was to complete the concrete floor with an interior weeping tile drainage system, sump pump and pit assembly, back flow valve and below the floor plumbing for the planned 3 piece washroom. Only once all that is complete can the foundation walls be framed with 2 x 4 lumber, again to Hydro standards. Once the framing is complete the walls can be insulated. Not before. ** **** *** ****** ** **** ** **** ********* ** ***** ***** ****** *** **** *** ***** ******* **** **** ***** **** ***** *** **** *********. ** **** **** ************** ****** **** ***** ***** **** ** *** ** **** ***** ***** **** *** ********* ***** **** **** ******* ** ** ********** I reassured them the putting up the 6 mil Poly directly on the concrete , that alone makes a big difference in terms of heat loss. They knew full well that there would be a period without wall insulation and knew full well the order in which the steps had to be and why. 

  It is misleading to state that I left them with mould issues. ** ** * **** 

  
  
  

  After the drywall, existing insulation, and wall framing were removed during the Demolition process there was evidence of constant moisture and resulting mould and effervescence in all 4 corners on the foundation walls. This is because of the excessively high relative humidity in the basement and the fact that the Vapour barrier covering the existing insulation on the walls was not done to code and sealed properly. An imperfect seal will allow heated and moisture laden air to come into contact with the cold concrete foundation walls, causing condensation. 

  Additionally the air circulation in the basement is very poor. I explained the benefits of a whole house air exchanger and offered to have my HVAC contractor come out to have a look but they declined. I also said that once we have it insulated and are able to apply the Poly vapour barrier it will be sealed 100% and no further moisture laden air will come into contact with the walls. They know full well that we were not at that stage of the project yet when we were chased off. **** ** ******* ******* ** **** ** ****** ** ****** ** **** ********** 
  
  
  
  

  Customer- Also, because of the nature of the work, we have major dust issues all around the house. We do not feel like it is safe to leave us with this part unfinished. 

  
  
  

  ME- **** ** ******* ******** *** ***** ** ******* ************ *** ********** 
  
  
  
  

  Before the work was even started we had an understanding that I would do everything possible to keep the dust to a minimum. We did exactly that. We hung a poly curtain in the doorway between the kitchen and the back door landing with the staircase leading to the basement. We took it down and replaced it each day so the customer wasn’t inconvenienced by it when we weren’t there. Before putting it up I discussed with *****  and got her approval on having to hang and remove that curtain daily will mean some damage to the header we are screwing to curtain into. I clearly said I would patch and paint that at the end of the job when we are painting the rest of the basement and she was aware of this, *** ** *** ****** **** ** ***** ********* *** ********** *** * ****** * *** **** *** *** ******** *** ****** ****** ** **** ******* ** *** ******** ** **** ***** * * 

  **** ** * **** ********* ******** ***** ** **** ** **** *** **** the truth is they knew full well that the repair would be only done at the end of the job.

  
  
  

  We hung a lacerated section of Poly curtain to help keep the dust from moving up the staircase at the base of the stairs. We enclosed the side of the stairway with Poly to prevent the dust from moving up the stairway. 

  
  
  

   Around the section of floor where we were ripping up the concrete we hung Poly from the ceiling joists to the floor, including the joist cavities, forming a tent around the immediate work area. When we moved the floor breaking work elsewhere we took down the Poly tent and hung one at the current work location in an attempt to minimize the dust. As previously mentioned we were continuously playing musical chairs with their stuff and having to cover and uncover, move and cover to enable us to work. 

   

  I honestly cannot think of what more we could have done to minimize the dust. ***** *** **** ********* ** ********** **** ***** **** ** **** ** ***** 
  
  
  
  

  The honest truth is that there was an ongoing issue with us touching and moving their stuff and trying to keep it from getting dusty. They were paranoid about catching germs from our hands because we had to touch their stuff. It was a never ending job and we did our best, which was never good enough for them and a constant source of complaint. 

  
  
  

  I had to fight tooth and nail to manage to get them to allow us to move some of the stuff that was always in the way out to the garage. It was very time consuming to work around their stuff and cover, uncover, move, cover, repeat. And of course in the meantime keep everything dust free. It was a tall order and despite our best efforts there was continuous reprimand.

   We cleaned up at the end of every day. Collected the rubble . Moved our tools to one area of the basement or at the minimum the tools were removed from the areas where they needed access to the laundry area and fridge. 

  We would vacuum as needed daily and mop up the floor with a wet mop when it was warranted. 

  At *****’s request and contrary to my protests she had to bring their newly purchased snow thrower down into the basement because she was worried that the plastic snow thrower blades would break sitting out in the cold. ****** ** ******. A snow thrower designed for the winter in sub-zero temperatures has to be brought into the house so the snow thrower blades don’t break off while it is sitting out in the cold?  ** ******* 

  
  
  

  ONLY ON ONE OCCASION was there a problem with dust getting upstairs. The exhaust pipe for the cloths dryer was attached to a crumpled up exhaust vent in the foundation wall and was not very secure. It had to be moved to allow access to the wall for us to be able to work on it. After the work was done and before we left the home we always moved the washer and dryer around to allow the customer access to use it. The exhaust pipe would have been reattached to the vent outlet. It is possible that it came off inadvertently while ******** was doing the laundry and she did not notice. This could have caused the cloths dryer to belch out large currents of air into the laundry room which was probably how the dust was pushed upstairs. 

  This again occurred only once and after apologizing I said if we had to move it again we would screw the duct securely and asked ******** to keep an eye open on the exhaust pipe when using the dryer. It did not happen again. 

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

  This happened once but they make it sound like it’s unsafe to be in the house. ** *********** 

  However once we stopped working in the basement on Feb.6/2023 there has been ZERO dust created so there is no dust issue. 

  
  
  

  Customer- We have a contract with Graphic Construction, and Mr. ******* does not want to honour it , despite the fact that we have already paid him for this part of the work. 

  
  
  

  ME- With all the things these customers have said and done to make it impossible for us to work there it’s inaccurate to say that I am not honouring our Agreement. I have done more than keep up my end of the bargain. In actual fact it is their complete and total ignorance of or wilful disrespect for commonly accepted Customer / Contractor  Etiquette  that is responsible for our Agreement being terminated. 

  
  
  

  Additionally, they have not paid for all of the work that has been completed. 

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

  Customer- Also when he informed us that he wanted to walk out on the job , we called the City to ask about our building permit that Mr. ******* said that he pulled for this work and that he charged us for, and we found out that it was never actually approved by the City. They have been waiting to obtain some answers from Mr. ******* and his engineer since November with no success. And yet Mr. ******* started the work anyway. We can provide pictures upon request. 

  
  
  

  ME- The above statement is an outright lie *** *** *** **** ** **** **** *** ***** ***** **** **** *** ***** *** ***** ** ******* * ***** **** *** *** * ****** ****** **** ** ******* **** ** ******** **** **** *** ** ************* ******* **** ** **** *** **** ** ********* ********* ** ********* **** *** **** *** *********** ** *** ******

  
  
  

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

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

  Invoice # ******* for $****** for a non-compliance fee and work without permit fee which was generated after the customer called the City to send out an inspector to try to find a problem with our work. In other words the work was prematurely inspected because I did not call for the inspection. 

  Additionally invoice # ******* for additional administration fees in the amount of $***** has not been paid for the same reason as above. The additional balance of $****** will be contested with the City but if they do not waive this fine it will be passed on to the customer.

   

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

  Steel Helical piles used for underpinning. The purpose of the alternate plans was to be able to negotiate the best possible deal with a variety of foundation repair contractors.

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

  It is not uncommon to have to re-work a set of engineer’s plans once the job is in progress due to developments that could not be foreseen. 

   

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

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

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

  It’s very sad that they have turned to these tactics considering how much help I have been to them since the beginning of his project.

   

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

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

  ******* * * * after showing me all their communication, invoices, etc. regarding a renovation contract with  ********** *********** *** ************ ******** ***. that went wrong I provided free of charge a detailed letter with advice on how to handle the problem and potential law suit with a detailed quote for upstairs bathroom renovations  to serve as a comparison to the work that they had been charged for. This enabled them to negotiate a way out of the contract they had negotiated with *********** 

  
  
  

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

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

  I gathered quotes and relative information for them on basement window upgrades, on the front entry door replacement and more than a dozen quotes on hot tubs. 

  
  
  

  I have worked tirelessly on their behalf since the first day and gone out of my way to help them with a bad situation. 

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

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

  Sincerely Yours,

  Andy *******

  Graphic Construction

  
  
  

  PS. 

  To replace the missing grommet or bumper for the washer and dryer I took one of them for a sample but despite a visit to numerous suppliers could not find a match. If you provide me with the make and model of the washer and dryer I will order the missing part and provide it to you whenever you let me return to pick up my vacuum cleaner, mop and pail and garbage bags that had been left there for an anticipated clean up that was cancelled by you. 

  
  

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

  The Construction Inspection has been done and in the folder with the other Exhibits and documentation. ***** * **** **** *** * *** ***** **** *** ****** ** *** 
  I want to be clear that this service was not part of our Agreement , it has not been paid for and you have no right demanding it as per your complaint. This was not owed to you. You are not entitled to this. * ** *** ********** ***** ******** **** *** ****** ***** ****** *** *** *** ** ******** ** **** ***** * **** **** **** ****** ******* * **** ****** ***** *** ** *** *** ***** ***** ** *** 
  ***** * ** *** *** *** *** *** ********** ***** ** ** *** **** ** **** *** **** **** ** *** ** ******** ** ***** ****** * **** **** ******* ********** **** ** ****** ** ** **** **** **** **** ********
  ****** ***** ******* **** *** ** ******** **** ******** ******* *** *** **** ******* **** * **** ****** ********** ******** ****** ** ****** ** ********* ** ******* ** **** **** *** ** *** ***** ******** ** **** ** **** **** **** **** ******* ******* *** *** ****** *** ******* **** *** ***** *********** **** **** **** *****
  
  ************ ****** *** ****** ** ******** ********* ** *** ******** ***** ** ** **** *** ***** ** **** ** ****** ******* *** ****** ** **** ****
  
  *************
  **** *******
  
   
  
  
  
   
  
   
  
   

  Customer Answer

  Date: 23/03/2023

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

  We do not agree with nor accept Mr. ********* response. ****** *** *** ******** ******

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

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

  Fact 1: Mr. ******* started demolition/construction work at our house as per our mutual written agreement (*** ********), and he did not finish. Instead, he walked out on this job, picked up his tools one morning and left using some bogus excuse; therefore, he is in breach of contract, plain and simple.

  Fact 2: As per our written agreement with Mr. ******* (*** ********), he was responsible for all permits required for the job, including collecting the fees from us, paying the fees to the appropriate body, registering for the permits in question, following up and ensuring compliance of the work with the approved permits. Therefore, if anything was not done according to regulations, Mr. ******* alone is responsible for any fees or fines.

  Fact 3: Mr. ******* confirmed in writing on June 22, 2022 (*** ********), that everything was taken care of regarding the building permit that he applied for on our behalf. However, the Permit Department of the City of Winnipeg has confirmed in writing that this permit, for which he already collected money from us, was never approved (*** ********). Specifically, they have been waiting for the engineer on file, Mr. Remegio ****** (*** ********), to provide answers to their questions since November 2022… *** *** ******* ******* **** ** ***

  Fact 4: The City of Winnipeg has confirmed that, in the absence of an approved valid building permit, no work is allowed to start, and no monies should be collected by contractors. They have also confirmed that, once a permit is approved, it must be clearly displayed on the job site. But Mr. ******* did start work despite the absence of an approved permit, and he collected 13% of the total contract money from us. Meanwhile, no permit was ever available or displayed on the site (our house).

  Fact 5: *** *********** ** ************ ********* *** ************* ** ******** *** ********* ** ******* **** *** ******* ******* *** ********* ******** **** *** ******* ***** *** *** **** ** ********* ***** **** *** ** ******** *** * ******** ******** *** ******* *** **** ** **** ***** ***** ***** ******* *** **** *********. ** ** ********* *** * ******** **** **** ****** ***** *** ******* ******* ** *** **** ****** **********… *** **** *** ******* **** ** **** ** *** **** **** ******** ** ******** **** *** **** ** ******* **** ********** ** ****** **** *** ****** ** *** ******* ****** *** *** ** *** *** ********* ** *** *** **** **** ** ****** ** *** ******** **** *** ******** *****

  Fact 6: *** **** ** ******** *** **** ******** ********* ** ******* **** *** ******* ******* *** *** * ******** ********** ** ******** **** *********. ******* *** **** ** *** ****** ***** *** ********* ********** *********** ** ******** ******** ** *** **** **** ********** The City website clearly states that a contractor must be certified in order to do any demolition work, and that a development permit must be obtained prior to applying for the building permit (*** ********). Mr. ******* did not have the proper credentials, nor did he ever mention applying for a development permit.

  Fact 7: Mr. *******’s response has provided no actual proof that he was present on the job site at all times (or at least 80% as he claims). ******** ** *** ******* ***** **** *** ********** *** ******* * ***** ** *** ******* ** *** ******** ******* ** *** ************* ** **** *** * ****** ******* **** *** ******* ** *** **** *** ************ *** ******* ***** ****** ** ******* *** ***** ** ***** * ** ***** ******** ******** ******** **** *** ********* 

  Fact 8: An inspector from the ** ********* ****** * ****** ********** came to the house and confirmed that (1) working alone is not allowed, (2) the trenches and holes left by Mr. ******* in our basement, and which are barely covered by thin plywood already degrading, are not safe, ********** *********** *** **** **** *** ** ** ***** **** * ****, and (3) starting structural construction work without a permit *** ***** ** ***** ******** ** * **** ******** could actually result in the City deciding to condemn the house… Mr. ******* is therefore leaving us in conditions worse than before he started any work. Allowing him in the house to simply add more unsafe plywood over the trenches would have meant that we agree with him, which we do not.

  Fact 9: According to our written agreement (*** ********), we gave Mr. ******* an amount of money sufficient to cover the entire interior foundation repair work + engineer’s fees + building permit fee. We have never agreed to any other expenses or budget for this work. To this date, only half of the work was done, *** ******** *** * ********** *********** and the permit was never even approved prior to starting the work. ******* ** ** *** * ********* ********** **** *** **** ** ******** **** ********** ** ****** ** **** ********** ***** *** ** ****** *** **** ** *** ********. Therefore, Mr. ******* must refund in full the money paid to him for the permit and the engineer’s fee, as well as the money paid to him for the construction work, ***** **** ** ** ****** **** **** **** ******* ******* * ****** ** ****** ************
  
   

  ** ******** ** *** ***** ****** ** **** ** ******* ******* ***** ****** ****** ** *** ********
  
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  In conclusion:

  Once again, at this point, and considering recent findings ***** *** *********** ** *** ********* *********** *** **********, we do not wish to have him finish the work he started and walked out on. Therefore, we want a full refund for the money that we gave him for the interior foundation repair work, as well as a full refund of the engineer’s fee and building permit fee that he failed to obtain, for a total of $**********

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

  - ***** *** *** ******** *** ********** ** ******** **** *** ******** *** ** *** ******** ** ***** ** ****
  
  * ***** *** *** *** ****** **** *** **** ** *** ********* **** *** **** ******** *** **** ****** *** ** ** ********** ********** *** ****** ***** ** *** ******** ****** ** ** ** ****
  
  * ***** ** *** ********* **** *** ********* ******* *** *********** *********** ** ****** ** *** ******** ****** *** **** ********* **** ** *** ****** ***** ****** *** **** **** *** *** **** ****** ***** *** *** ***** **** **** *********
  
   

  Until Mr. ******* presents us with responses to the above facts and questions that are actually relevant, and provides us with the refund detailed above, we refuse his response once again.

   

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

  Regards,

   

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

  
  
  
  
  Sincerely,
  
  
  
  Sarah & Juliette *******************

  

  Business Response

  Date: 06/04/2023

  This has all been responded to, but I will try one more time.
  The customers are entitled to their own opinion but not their own facts.
  
  ***** ***** ***** ** **** * ********* ****** ** ******* * *** **** There is no regulation as to when and how much money I can collect. I Already have detailed how it was months into the project when they were finally able to give me the first progress payment, and only after I threatened to leave.
  
  Already explained that a demolition permit was not required for this job and that I don’t have to be a licensed demolition contractor for the work that was done here. They don’t have to believe me, but they have to believe their own eyes when they read the City Regulations, which they have obviously not read or they wouldn’t be regurgitating this point. **** **** ** *** **** ***** **** ****** **** ** ***********
  
  ** * *** **** *** **** ** *** ** *** ****** ** ** ** ********** ** **** *** ******** ** ** **** **** **** ****** *** *** *** *********** ********** ** **** *** ********* ***** ******* *** * ** ******** *** *** ********** ******** ****** ******* **** ** ******
  
  ** **** ** ********** ***** ** *** ******** ******* * ****** ****** *** *********** ********* **** *** **** ** **** ** ****** ** ****** ********** *** ******* 
  **** *** **** ******* ** ** ** ********** ********** The engineer is **** **** and he has been a licensed and registered engineer in the City for close to 2 decades.
  ** **** **** ****** ** ******* * **** **** ****** ** **** ** *** ******** ****. I have paid the City’s permit. *** **** ****** **** *** *** **** ********* ** ** *** ** ** ** ** ** ** ***** ******* *** ******* **** * ** *****
   
  ***** *** **** ** ***** ********* ******* *** ******** *** ** ********** ****** ** ** ********* I assume full responsibility for providing a valid building permit and all other necessary documentation to the customer as per our Agreement.
  In fact, it is now in the works to correct the mistake.
  
  No, I did not walk away from the job. I was chased away because of the ***** work environment created by the customer.
  I have already shown that the customer would not allow me to return to lay down more plywood . *** ***** *** ****** ***** **** *** **** * ******** ** **** ******** *** **** ** ********* **** ***** *** ** ****** *** ******** *** ******* **** * **** *** ***** ****** **** **** ******* *** ******** ******** ***** ** ** *** **** **** ******** 
  
  I was not able to fulfill my contract because of their ******** towards us. If anything, they have breached the contract and caused me to sustain a loss of profit.
  
  I am resending the final billing with the complete breakdown of what was done, what was not, and the detailed pricing. It is all there to read.
  
  I believe I have answered all their questions but if some of it was not comprehended, they can ask again.
  The refund they are claiming is ******, period. Every word I have written is representative of the truth and already proven with their own words. * **** **** ** ******* **** ********* ******** **** ****** **** ** *** *** ***** ** ** ** ***** *** ** ** *** ** ***** *** ****** **** **** **** *** ******* ***** *** **** *** * ******* *** ********* ***** **** *** ** *** **** ** *** 
  
  * **** **** ** ********** ***** ********* ***** * **** *** ****** ***** ********* * **** **** **** ** ***** ****** ** ***** *** ***** *** **** ** ***** ******* **** ****** ***** ***** ********* ** *** **** ***** ****** **** **********
  
  Let’s just stop for a second and clarify that no damage was caused to their washer and dryer. Period. Two grommets went missing.
  
  The rest of the items mentioned have all been dealt with a number of times and they should read what has been sent.
  
  What the text chain shows is that ***** did trust me, did rely on me and did avail herself of my assistance (free of charge). It also shows that I bent over backwards to help them.
  
  Most importantly it shows that our working relationship was perfect until it was finally ruined by ********** interference. ***** ** *** ********** **** **** *** ***** ** ***** *** ***** ********** * **** ******* ********* **** ***** *** ****** ***** ******* ***** ******* ***** ***** *** *** ****** ****** **** *** **** ** **** ***** ***** *** ****** 
  
  If they are able to read the final billing and don’t understand it, I will gladly clarify it further although it is very self-explanatory.
  ***** *** ****
  *** 
  
  They should read again when a development permit is required. The City By-law clearly states that a development permit (demolition permit) is required when the repairs are not like for like and the building FOOTPRINT changes. ***** **** **** *** **** ****** **** *** ********** ** ****** **** **** ** ****** 
  
  Andy *******