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:07/03/2025

  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.

  Good morning,
  My name is ******** *************. I approached Divine Construction to build a garage for my home. There are many things which did not go well. I reached out to the company many times but nothing was resolved yet. It would be really appreciated if BBB can look into this and find a solution.
  1) The construction was not finished in the specified time.
  2) There was no invoices served for any money which I paid towards the work.
  3) The garage door was not completely closing and I asked many times to fix it but they are not ready to fix it
  4) The company uses many of my house pictures for publicity and shared in many public platforms, which I consider as a breach of my privacy, including my family's privacy, without my informed consent.
  5) Many construction waste was never disposed of, even though I requested it many times from the premises, such as asphalt and wood with nails sticking out, which puts the family with two children into serious life-threatening conditions
  It would be great if the business could address these concerns and make a viable solution.
  Thank you,
  ******** *************

  

  Business Response

  Date: 07/03/2025

  Hello,
  
  We would like to clarify a few key points regarding this project. We have promptly addressed all correction requests from the client without delay. Each stage of the project was inspected and approved as per ********** Municipality by-laws and National Building code. Please find attached the final inspection report and garage door picture for reference.
  
  
  The project began in the last week of December 2024. Due to the harsh winter conditions, we had informed the client of potential delays, though no specific completion timeline was agreed upon. Despite this, we completed the project by the last week of January 2025. The only modification made was to the staircase, following the inspection report. The change was necessary because the client requested the stairs to be placed on the opposite side of the approved layout. To accommodate this, we designed and built a new staircase with a landing platform and steps, ensuring the client’s satisfaction, even though it was not required by the municipality code.
  
  
  The manual garage door was properly closed, and a minor correction requested by the client was promptly addressed. The ********** Municipality inspector verified and approved this correction—if the door had not closed properly, the inspection would not have passed.
  
  
  The images used in advertisements featured only the newly constructed garage, with no house number, address, or client details disclosed.
  
  
  The final invoice will be provided once the remaining balance of $3,350.00 has been paid. We have cleared all construction debris as agreed, leaving only topsoil for fill up. Despite multiple requests, the client has not provided the location certificate. We are also conducting an official check with ********** Municipality regarding setback clearances, as the neighboring property owner has raised concerns directly to us. The setback measurements in the drawings were prepared based on the details provided by the client.
  
  
  Regarding the issue of nails on-site, we confirm that no such materials were left behind. Given the circumstances, we suspect the client may have placed them intentionally to create issues and avoid making the final payment, despite the project passing full inspection. On the final inspection day we and municipality inspector also witnessed some additional drywall works doing directly by client without permit. My be the screws or nails left over by that. The client only started raising concerns after we requested the final payment.

  Regards,

  **** ******

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

  

  Business Response

  Date: 17/03/2025

  Hello,

  1.
  Project Timeline & Permitting Process
  The
  agreement was signed on November 15, 2024, with an initial $1,000 advance.
  The full 15% advance was completed on December 7, 2024.
  The client
  made partial payments throughout the project, stating that they were
  waiting for student loan approvals and some financial difficulties.
  Despite
  the delayed advance payment, we proceeded with preparing the
  drawings and site plans without delay.
  The client
  obtained the permit in his wife’s name, and we assisted with uploading
  documents and scheduling inspections, as the client was occupied with
  work.
  We informed
  the client that work could not commence without a proper permit and
  also informed in advance about potential weather-related delays due
  to harsh winter conditions and the holiday season.
  The permit
  application was submitted on November 21, 2024, reviewed on November
  25, 2024, and approved by ********** municipality on December 10,
  2024.
  Groundwork
  began on December 13, 2024. The foundation inspection passed on December
  16, 2024. Concrete was poured on December 18, 2024 (weather permitting).
  Framing was
  completed with approved engineered trusses, and municipality inspection
  passed on January 9, 2025.
  Project
  completion & handover: The garage work was completed as per
  the agreed Scope of Work (SOW) on January 23, 2025, and the keys were
  handed over to the client.
  2.
  Final Inspection & Additional Requests
  The client
  needed to install a self-closing garage-to-kitchen door and a carbon
  monoxide detector as per the inspector's comments.
  Though
  outside our SOW, we provided a self-closing device and carbon
  monoxide detector to ensure client's satisfaction.
  Once the
  client completed the installation, they requested us to book the final
  inspection on February 10, 2025, which was scheduled for February 18,
  2025.
  The
  inspection initially failed due to a stair design issue. Instead of
  following the approved permit stair design, we accommodated the
  client’s request to reposition the stairs, which did not meet code due
  to landing issues.
  To resolve
  this, we redesigned the stairs in consultation with the client and
  installed a compliant landing platform and steps that adhered to both the
  building code and the client’s preference.
  The final inspection
  passed on March 3, 2025, confirming compliance with all municipal and
  Canadian building codes.
  The
  inspection report and photos were immediately shared with the client.
  3.
  Garage Door Concerns
  The garage
  door passed inspection, verifying its compliance with safety and building
  codes.
  The
  inspector reassessed the structure and confirmed the garage door was
  functioning properly.
  The
  inspector noted that minor alignment concerns would naturally be corrected
  once the motorized system was installed, replacing the manual mechanism.
  We informed the client of this multiple times.
  However, the
  client demanded a different garage door system at no additional cost,
  despite this not being part of the agreed scope.
  At no stage
  did the client request a specific garage door model or mechanism before
  completion.
  The garage
  was officially handed over on January 23, 2025.
  Since the
  motorized system had not yet been installed, minor alignment adjustments
  were expected.
  On March 7,
  2025, the client suddenly claimed low-quality materials were used, despite
  never raising such concerns throughout the project or during municipal
  inspections.
  4.
  Invoices & Payments
  Payment
  Process & Documentation:
  The client
  made multiple partial payments at different stages, making it impractical
  to issue separate invoices for each transaction. (As per the agreement
  only 5 progressive payments technically this violates the agreement but
  we accepted it considering client’s financial situation)
  We initially
  agreed verbally that the final invoice would be issued at project
  completion.(we have already provided Industry standard Final Invoice)
  For each
  payment received, we provided confirmation messages, which the client
  acknowledged.
  We also
  provided a payment tracker sheet after each transaction, which the client
  accepted (chat snapshots attached).
  Final
  Invoice Details:
  The final
  invoice, totaling $33,500.00, reflected only the agreed-upon scope of work
  completed.
  Midway
  through the project, the client opted to handle the second scope (vinyl
  flooring) independently due to financial constraints.
  We
  accommodated this change without objection, despite its impact on our
  budgeting.
  Invoice
  Requests:
  At no point
  did the client request invoices, nor was there any agreement
  requiring us to provide them at each stage.
  We would
  have gladly provided invoices if requested, as all work and tax
  transactions were conducted legally.
  Instead of
  addressing the matter with us directly, the client filed a complaint with
  the BBB on March 7, 2025.
  Final
  Invoice Issuance:
  We requested
  the final payment with the
  remaining balance tracker sheet on March 7, 2025, at 10:20 AM, before
  the complaint was filed. (Snapshot attached for the communication). The
  client falsely claims that we only requested the balance on March 9, 2025.
  Upon
  receiving the BBB inquiry, we promptly issued the final invoice detailing
  all payments and the remaining balance. The formal invoice request email with
  Final invoice was sent on March 9, 2025, with a due date of March 11, 2025.
  (Email attached)
  The final
  balance was received on the same day, and we provided the final paid
  invoice, documenting all transactions which serves as both an invoice and
  a receipt.
  Payment
  Follow-Ups & Client’s Financial Situation:
  We never
  pressured the client for payments.
  Follow-up
  messages were sent only after each stage of work completion.
  The client
  had multiple communication channels available (formal letter, email, or
  business chat) to raise concerns if we were forced him to pay.
  5.
  Construction Waste Disposal
  We disposed
  of all construction waste generated from our work. 
  Any
  additional waste, such as old wooden stairs or platform materials from the
  property, was the client’s responsibility, as it was not within our scope.
  We had
  informed the client that existing deck materials would remain in the
  backyard post-demolition.
  We removed
  paving debris at our expense and added extra gravel at no cost to improve
  the garage area.
  If hazardous
  waste had been present, the inspector would not have approved the
  final inspection due to non- compliance with Nova Scotia Building Code
  Regulations.
  6.
  Project Transparency & Communication
  We provided
  photos at each work stage and addressed all concerns.
  The client
  never raised issues regarding material quality during the project.
  The work was
  completed per contract terms, codes, and best practices.
  If the
  client had genuine quality concerns, they could have stopped the work, as
  all payments were made after work completion.
  7.
  Use of Project Photos
  The client
  never restricted us from using project photos for our portfolio. When we
  posted the work progress photos, the client never raised any
  concerns. 
  Our posts
  did not include names, addresses, family images, or locations.
  Client did
  not inform us to remove the photos but upon receiving the BBB
  complaint, we immediately removed the post as a professional
  courtesy.
  8.
  Client Defamation & False Allegations
  On March 12,
  2025, the client sent a voice message blaming our company for a car tire
  puncture in Moncton, NB—an unrelated issue.
  The client
  also made a personal character
  assessment against our Managing Director, which we will not tolerate.
  We warn
  against future defamation, and if such behavior continues, we will take legal action.
  Conclusion:
  We fulfilled
  all contractual obligations, met code requirements, and addressed
  additional client requests beyond the agreed SOW.
  The project
  passed all municipal inspections and was completed to standard.
  Another
  false statement made by the client pertains to the final inspection
  booking. One week before the inspection, the client contacted us by phone
  to discuss the stair design and final inspection, during which we clearly
  informed them of the possible booking dates, and they agreed.
  Once the
  inspection was booked, the client, as the permit holder, would have
  received an email confirmation from the municipality, not our company. The
  client contacted us about the inspection, and we informed them of the
  scheduled date of March 3, 2025, which they agreed to.
  If the
  client wished to reschedule, they had the authority to cancel the
  inspection on Friday itself or even Monday as the permit holder.
  The
  inspection was conducted by a municipal inspector, and if the client found
  any code violations, they had the option to file a complaint against the
  inspector.
  Furthermore,
  the client made the final payment for the project, indicating the satisfaction with the services
  provided and acceptance of the work and meet the agreement.
  If the
  client continues making false accusations in community or
  defamatory statements, we will pursue legal action.
  This project
  was successfully completed as per the agreement, with no further
  obligations remaining on our end and all the required municipality
  inspection passed. 
  Finally, we will not entertain any further back-and-forth communication regarding this matter, as all work has been completed per the agreement, and the project has passed all municipal inspections.

  Thanks,

  **** ******

  Customer Answer

  Date: 21/03/2025

   I am rejecting this response because:
  
  
  Hi
  1.They do not have proper communication/ always an awkward way of approach to confuse the customer. He never drafted a formal communication unless and until I approached to BBB where he sent his final invoice with tax amount where he was not intended to do that.

  2.The vendor is claiming he used an additional amount of gravel to satisfy the client, instead he disposed the gravel waste without my consent. I never agreed or asked for such a favor. I would like to request BBB to advise the Vendor to remove all the hazardous waste from the premises which I mentioned in the previous conversation (including gravel, asphalt and the lumbar).

  3.I have concerns about the Warranty from the beginning and I informed my concerns to the vendor, unfortunately he was not willing to accept it. Instead, he passed the inspection and stating that he doesn’t have any more obligations to the customer. I spent a total amount of $33500/- for this project.
  In Canada, most of the products come with a
  minimum warranty or guarantee including construction works.
  I would like to request BBB to confirm with
  the vendor to provide a standard warranty information to the customer upon this
  project via a formal email communication from the company email address.

  4.In regards to the customer privacy breech, the vendor easily trying wash his hand by saying that the customer never raised any concerns. It is a commonsense in Canada that whoever wishes to publish someone privacy must need an informed documentation from whoever it may concern.
  
  The vendor is trying to establish his fame
  through an attribution of manipulated stories.
  
  In short, I would say that It surprised me
  that instead of bringing customer satisfaction, from vendor side, the authorized
  one is threatening me with the legal action.
  

  Thanks 

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