Complaints

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• Initial Complaint

  Date:20/09/2024

  Type:Customer Service 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.

  Between April and June 2024 we hired Nebula Solar and Contracting to complete a basement renovation for the purpose of increasing energy efficiency. This included laying insulation and covering with a subfloor, framing walls and insulating and air sealing and covering with drywall, installing two walls, replacing two windows on the main level, and rerouting some plumbing and electrical to accommodate the renovation.
  We paid them approximately $30,386.45, in three pre-determined installations via money orders.
  Near the end of the project they wanted to move on to their next job, and we discussed the outstanding items and agreed that they would return to complete several items, including raising a portion of wall base plate behind the furnace that they built in over a leak in the foundation in error, rerouting a pipe out of a window box and fixing the pipe so that it doesn't leak, reinstalling waterline shut off valves that they removed during the renovation, cutting an opening in the drywall where they covered the water meter and sewer clean out port, pulling the electrical plugs out to be flush with the wall, finishing the trim around the two windows they installed on the main floor and finishing the wall around the windows where they removed the old trim and left a gap, adjust the windows so that they will stay open, ensuring that the two walls they installed were installed and fastened to the ceiling according to the building code and would hold the weight of shelving without cracking the drywall, and several other small and inexpensive finish items.
  Our faith in the contractor diminished when we discovered that they used a pile of 2x4x12 studs we had on hand from shelves we removed, and that one of the employees had taken the copper pipes that were removed during our renovation and for which we were not compensated. When I requested these items they returned it. They now refuse to honour the scope of completion.

  Business Response

  Date: 08/10/2024

  I have documentation of everything I am about to say. 

  
  

  This woman is blackmailing us to finish a job that she added many extras to that were not apart of the scope. 

  She was to call us when her energy assessment was done (I have the messages) and I was to book her in immediately. 

  She messaged us when the summer was over and the small list of things she wanted us to complete that were extra went from a list of 4 to a list of 12. 

  Prior to this after we received payment and she was happy. She told us she was doing some extra sealing around the windows with hard foam ( I have the messages) ironically enough the water lines going through that area were pulled out of the ceiling and one was leaking. I went over as soon as she called to check it out and it was evident that she was pulling on them to get her foam in and caused them to leak. 

  
  

  We did electrical work for her during the week and came back on Monday with all of the work we did hanging out of the ceiling.  

  
  

  This customer has been bullying us from the very start of this project. Yes we are a young company and newer but we will not tolerate harassment and bullying of any form. 

  
  

  
  

  Trying to be the bigger person I tried to schedule a date for the couple things we agreed upon but she only have us a couple days that would work for her during the week. I gave her the date and she wasn’t happy because I told her it would be the things within the scope we agreed on not the many extras she added. 

  
  

  The 2x4x8 she told my self and the carpenter to use them in the walls as it would come off of her material bill. She then accused us of stealing them the very next next week. 

  
  

  She then needed extra plumbing done and asked us if we would do it for her. We agreed to and did so. The copper she is referring to was full of asbestos and we removed it from site because you can’t put asbestos in garbage bins.  A few days later she snaps at us about stealing copper. She never stated once that this was something she wanted to keep nor do we usually leave it for the customer unless otherwise stated.  

  
  

  
  

  We are all good people that came across a bad customer. Anytime this week if you want all of the emails and text messages I will email them to you. Or bring them to you in person. These will include harassment and threats from P***** to more than one of our workers. 

  
  

  Let us know how you would want us to move forward with this. As we are not opposed ******* * ****** involved since she is now lying about us online. 

  We have multiple emails and messages to back this up. If you have any questions you can call me at anytime. We would like to get this resolved as soon as possible. 

  Business Response

  Date: 05/11/2024

  We had full intentions of going back to this customers house and showed intent to do so. When she claimed we stole from her house I can no longer have my guys in there. The extras on the invoice were interior walls and framing with drywall which was completed. 

  
  

  Customer Answer

  Date: 08/11/2024

   I am rejecting this response because:
  The contractor did not provide any options to achieve resolution, nor did they respond to the two that I made.