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:12/12/2024

  Type:Billing 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.

  We accepted S****** amended quote on 08/02/24. Work to start 08/03/24 Strict deadline for completion was 08/23/24 (moving in date). S**** appears professional, promised to deliver on time and be onsite.
  We arrived on the 26th to find: garbage piled inside and outside, filthy house (kitchen, decks, bathroom, lounge, dog room). Work was not finished and poor quality -vanity leak, poor plastering, no trims, floor not levelled, etc. One door won’t close and the other was the wrong door entirely but also damaged and didn’t close/lock properly. We contacted S**** multiple times and he eventually came to look at the work. It transpired that he hadn’t been to the house since the work began. We showed him pictures of the condition of the house from the 26th. He was shocked and apologetic. Together we made a list of the issues to be dealt with. He accepted that he had lost the opportunity to deal with some of the issues as we had now moved in and it just wouldn’t be possible. He promised that he would personally come and rectify the most pressing issues-bathroom door to close properly and the correct outside door fitted. 22 Sept S**** confirmed he was coming to do this. He never did. 2 other people came to do the work. On the 23rd & 24 Sept we contacted S**** with further issues. Again bad fitting of new door, it didn’t shut or lock and the frame was damaged. We also found heating ducting in the basement which was beaten and dumped there by his workers leaving us with no heating. Since then we have contacted S**** on multiple occasions asking him to come and speak to us. He has declined to come and see the work or respond to our emails. He has a list of the damage and photos of:leak damaged vanity, broken ducting, damaged door, ripped plaster, broken door frames, etc.
  Every month we reach out to S**** hoping to reach an agreement- with no answer. Today we had a F******* message from S**** threatening “Collections and Lien on the house”.

  Business Response

  Date: 18/12/2024

  I agreed to do my best to accommodate the owner's tight time frame of 3 weeks but as this is a century old home, I did not commit to the August 23 deadline. On an old house like this you don’t know what
  you will find. However, I worked hard to fit them in and meet their date.

  There was still work to be done after the 23rd such as trim to install, drywall to sand and construction debris to be removed.
  In fact, the debris was in the process of being moved outside to create a full
  load to take away.
  We were working with old plaster and lath which creates a
  lot of dust, and we did our best to contain it. Isolating the rooms in plastic
  was not included in the original quote.

  Only the ceiling was included in the original quote, but we
  included the walls pro bono because we were on site.

  The supplier sent the wrong exterior door, but we installed
  it to be sure we met the owners’ deadline. When we received the correct door,
  we went back and replaced it – before the deadline.

  Neither the plumber nor myself was informed about the leak
  until the damage was done.

  "It transpired that he hadn’t been to the house since the
  work began." This is not true. I went regularly to check on the crew
  and the work, as is my practice on all jobs. The owners were not living there
  at the time and usually weren’t on site when I was. In fact, I had to make
  appointments to meet them there. I was often there when they were not.

  Except for the tub area, levelling the floor was not part of
  the quoted work. I informed them from the beginning they would have to arrange that with the tile
  installers in the future.

  The heating duct removal was done by the plumber – not my
  crew. He did this to install his pipes for the vanity – which they knew about
  before hand. I do not do heating work, and it wasn’t included in the quote.  

  I had my crew return to address the issues on the list she
  gave me when we did the walk through. I also gave them $1900 off the original
  invoice. 

  
  

  Customer Answer

  Date: 20/12/2024

   I am rejecting this response because:
  
  
  Just when we thought we couldn’t be more disappointed with S****, he now provides a blatantly untrue statement. Meeting the deadline was one of the key reasons we employed S****. It is also very telling that in S***** reply he fails to address the standard of his own work.

  There are countless messages between G*** *** ***** and himself regarding the deadline, lack of progress and people not turning up. G*** was staying at the property on her own during much of the work, apart from a few days when there was no usable toilet and from the 22nd-26th Aug when she briefly went to the UK.  It is ridiculous to claim that S**** couldn’t meet either of us. G*** met most of the labourers S**** sent! And judging by his dishonesty now I’m glad she made the decision not to confront him whilst she was staying there alone and he had our keys. 
  “Isolating the rooms in plastic was not included in the original quote”. This was not the problem. Showing absolutely no respect for our home was. We had no idea we would have to pay extra for you not to leave splashed plaster everywhere, footprints in plaster across the floors. Junk piled up in the lounge. Cigarette ends and plaster spread across our driveway and deck.

  “The supplier sent the wrong exterior door but we installed it to be sure we met the owners deadline.” When you met us after our first compliant not once did you suggest it was an order error. In fact you checked your notes and just said you’d sort it as soon as you could get it ordered. That was the same conversation when you stated you were shocked at the quality of work, disappointed with some of your team because you’d never had this sort of problem before and the same conversation when you promised to rectify the issues of the bathroom door and exterior door in person!

  And we note above that you acknowledge that there was a deadline, you were aware of it and that you intended to meet it. 
  

  We where unaware of the leak ourselves until the damage became evident. I don’t believe it is the clients responsibility to check a fitting doesn’t leak.

  We where unaware that the position of the heating duct and vent was or would be an issue. The heating duct and vent were not removed and set aside, it was destroyed beyond use or repair. Surely on one of S***** regular visits he would have been made aware of this and contacted us or left a note or message for G***

  The installer of the vanity unit was hired directly by you and paid directly by you. This makes it 100% your responsibility.

   

   

   

  Business Response

  Date: 17/01/2025

  We are replying again in response to the recent complaint and
  response filed by our customer. We sincerely regret that they are not satisfied
  with our services or our response. We always strive to provide the best
  possible experience for our customers, but we acknowledge that sometimes,
  despite our best efforts, things do not work out as intended.

  We have thoroughly reviewed the concerns outlined in the
  complaint and understand the customer's dissatisfaction. To demonstrate our
  commitment to resolving this issue amicably, we are willing to negotiate a
  lesser amount that is equitable to all parties involved. Our goal is to find a
  fair and reasonable solution that addresses the customer's concerns while also
  maintaining the integrity of our service standards.

  We appreciate the opportunity to address this matter and are
  hopeful that we can come to a mutually satisfactory resolution. 

  Customer Answer

  Date: 23/01/2025

   I am rejecting this response because:
  
  
  Whilst it is a great relief to hear S**** is now finally willing to discuss the poor workmanship and damage to our home, it in no way diminishes the effects of 4 months of stress and anxiety his lack of engagement and threats have caused us. 
  
  We have repeatedly tried to reach an amicable solution directly with S***** However, as S**** is well aware, after his threat of debt collectors and claims against the title of our home, we had no choice but to seek 3rd party advice.
  
  It is exceptionally telling that he now chooses to engage with us and that it is via BBB, which provides him with accreditation but offers us no legal protection.
  
  We have instructed a building company in Kentville to provide us with a quotation to address the issues we have already raised with S**** and BBB. They have already visited our home and apart from commenting on the very poor standard of workmanship they have also identified several issues which we were unaware of which are not only “not up to code” but would also cause us issues if were to market the property.
  
  Once we have received the quotation we will be in a position to inform S**** of how much he owes us to repair the damages and correct the defective work he did.