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:05/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aug 27/20 I gave a deposit to Pristine Home Renovations Ltd for the shingles on my roof to be replaced. Because of interruptions with the supply chain during COVID, and prices rising rapidly we agreed to postpone the start of the job. In early May, 2022 (May 5th and 6th, I believe) the job was completed. There were things that they had to come back for and "fix" but, as far as I know - and I'm not an expert, everything was done well. My complaint consists of two outstanding issues.
  1. The first and foremost is that while shingles were being shoveled off my second storey roof, some hit my neighbour's second storey window and cracked it. We (my neighbour and I) are STILL waiting for this to be replaced. It is Oct 5/22 as I write this.... we have been waiting FIVE MONTHS! We've been told by Pristine that it is ********** that they deal with for windows and that there is a hold-up for some reason that I can't recall. I think that if the company that Pristine regularly deals with can't accommodate them then they should FIND AN ALTERNATE COMPANY. Five months (with winter coming) is DEFINITELY TOO LONG to have to wait.
  2. The second issue, which I'm sure Pristine will rectify, is that their invoice for the work needs to be redone and issued again. The WeatherPro 50 turbo vents were never installed because it was decided that they weren't needed. **** ********* *** ********* 
  I do want to say that all the crew members and anyone else I spoke with in the company were very courteous and professional. Having said that, I also want to say that communication is not their strong point. Example: They don't necessarily call you when they say they will, or notify you that they can't keep their appointment with you. I have been left waiting around for them.... and they don't show. ** ***** **** ********* ************ ************** 

  

  Business Response

  Date: 02/11/2022

  The window contractor we requested the work from communicated to us that the window was to be installed Wednesday October 26th, 2022. We are awaiting confirmation that the work has been completed in full by the contractor, and have reached out to the neighbour to see if they are satisfied with the work. A credit memo has been issued for the turbo vents not installed at the customer's home and we have reissued the customer's invoice with the credit applied. Once we have confirmed that the window work is fully complete we will be in touch with the customer in regards to payment. The customer has not been asked to make payment to their invoice until we have confirmed all issues were resolved, and no interest has been charged. The wait time for the window install was much longer than expected from the contractor we used, and we are looking into alternatives for if we ever encounter a similar situation in the future.

  Customer Answer

  Date: 03/11/2022

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