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:21/03/2023

  Type:Service or Repair 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.

  Contract signed Oct. 25, 2022 for a single storey 8 by 20 foot addition I was ready in April but they kept delaying. Their estimate went up by $30,000 in this time too. Work commenced Oct. 31 with removal bricks from the back wall. During this they left large hole in the second floor soffit which allowed squirrels in. They did a temporary repair only in January. Originally I wanted the whole addition to be brick but I changed my mind once I saw the price and agreed to go with siding. The drawings did not reflect this but we (my son and I) were told they would change the working copy for the trades. When the framers showed up in February they still had the old drawings. They also had a beam that was the engineer’s spec for holding a brick second storey. In response to the framer’s concerns I asked the contractor by email for a written plan of action. I received an email saying the issue was resolved. The beam was successfully installed. Only afterwards did I receive an email, not an invoice, detailing extra expenses relating to this and to the cutting of a hole into the foundation for the crawl space. All of this had been prepaid according to payment schedule. They wanted an extra 5,249.89 for this. After my son went to talk to them and pick up materials they were holding for us ( wood flooring from the US) they adjusted it to 4,724.62 on an invoice which gives no indication of where adjustments were made. They also billed for backfill, $5,847.75: too high according to trades people I have consulted. Also not properly tamped down. There has been a pile of dirt from excavation on my front lawn since November and the back yard is full of garbage. I have asked about this but nothing has been done. I don’t think I should pay them any more as we will have to clean up and get the site ready to pass inspection ourselves.

  Customer Answer

  Date: 04/04/2023

  Further to my email I would also like to point out that I had the engineer for the drawings come over and assess the beam. When asked if the beam could have been smaller, he responded “Yes”.  The principal and Project Manager at Y and G have consistently maintained that the beam installed was the proper size for my project, even after I decided to not go with brick on the second storey. I will have to pay the engineer out of my own pocket for his report, probably about $500. I paid about $14,000 to Y and G for the planning and designing of this addition.
  
  Also, we have discovered that the waterproofing on the foundation is not done correctly. It is missing the layer of membrane that is supposed to go between the ICF and the drainboard. We will have to dig down to the footings and replace this to ensure waterproofing in the crawl space.
  
  This is why I do not feel I owe them any more money. One of the invoices in question is for changes, which were not discussed with me. And the other is for backfill.
  
  
  If you have any more questions, please contact me.
  
  ***** **********
  ***** ********

  Business Response

  Date: 19/05/2023

  As contracted, we were responsible for producing blueprints, excavating, pouring a foundation, and framing a single storey addition to the exterior of the house, in accordance with the agreed-upon plans and specifications.
  This included an unspecified price for backfill due to the nature of the unknown elements and composition of the subsurface.  During excavation Y & G uncovered a waste pit which was used by the builder.  This material had to be removed as per the building code.
  Also, during the time of the prebuild the homeowner was made aware that not until the back wall of the house was uncovered, were we able to confirm the final structural installation of a beam which spanned the width of the house to support the second floor exterior back wall.  It was also communicated that once the final installation was complete a “red line” change would be completed to amend the approved building blueprints and submitted to the Town of Ajax Building and Planning Department for approval.
  The final steel beam installation was completed, the amended drawing “red line drawing” and its design was submitted to the Town immediately after the site visit inspection was completed and approved by the Building Inspector.
  All necessary building inspections were successfully conducted and passed, the “red line” drawing changes submitted to the Town of Ajax were also approved indicating that the work met all applicable regulations and Ontario Business Code Standards.
  Throughout the project, we endeavored to maintain open lines of communication and ensure that you were regularly updated on the progress. Although we understand that immediately after the installation of the beam and the inspection by the Town of Ajax you requested us not to enter your property, we fulfilled our obligations by completing all blueprints and amended updates, the excavation, foundation, framing and backfill work in a timely and professional manner.
  Following the successful completion of those elements of the project, we provided you with an invoice for the final two stages of the work performed, I.E. Backfill and Additional charges for material and additional labour for the installation of the final beam in its current state and design.
  We believe in the importance of fulfilling our commitments and maintaining positive relationships with our clients. However, it is equally essential that our services are compensated fairly and promptly.
  Unfortunately, the homeowner has refused to pay the final balance of the two outstanding invoices, despite additional information details of the bills, applying a credit for some additional materials required for the beam installation and allowing the invoices to age beyond sixty days.
  Our attempts to resolve this matter to date have been unsuccessful.
  We are committed to resolving this matter and finding a mutually beneficial solution; however the homeowner is no longer communicating with us.
  We are pursuing other avenues to secure the payment owed to us.

  Customer Answer

  Date: 23/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: *** *** ******** ********* They have not been open in communication about their invoices, and not been open to negotiation. 
  
  Sincerely,
  
  ***** **********

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

  Response to Y and G.
  On the contrary very little effort has been made on the part of this company to build a good
  working relationship. They have refused to break down the costs associated with the invoices,
  so that I can see what they want me to pay for, despite repeated requests.
  Plans were supposed to be changed to siding, no brick in April 2022. This was not done with
  the town. I would think that after paying $14,000 for the “Planning and Design” stage, the plans
  would be complete and accurate.
  Mention is made of excavation and “waste pit. “ This is not the issue here. That was done and
  paid for in the fall.
  The beam to hold up the second storey was too large, because of the plans. The engineer
  confirmed that had he known of the change in plans, ie. from brick second storey to siding, he
  would have changed the size of the beam. Even the framers knew this without looking. That is
  why there had to be a meeting about the adjustments. The size of the beam was YOUR fault,
  as you did not make the proper changes on the plan and confirm with the town . This should
  have been done as soon as it was known that the second story was not going to be brick but
  siding, in April of 2022.
  Framing and concrete work were paid for in December, Invoices ****, ****, ****, and in
  February Invoice #****.
  I never heard of a red line submission to the town until I went to do the changes myself, at my
  own expense. Only then was I informed of the communication between Y and G and the town.
  This is not open communication.
  As a result of the plan being faulty, the framing inspection did not pass.
  Communication has not been open. After the meeting with the framers about installation of the
  beam, I was not informed of the extra charges until AFTER the work was done, with an email,
  not an invoice, dated March 7. I find it hard to believe that the Project Manager had no idea of
  that there would be extra charges and their approximate amount before the work was done.
  When I and my son questioned the charges in the emails there was neither acknowledgement
  nor addressing of the individual charges. The only response was a reduced invoice, again with
  no itemization. ( $4724.62) This was supposed to be on a proper change order, with
  itemization. I have yet to receive a proper invoice with those details. Change orders are
  supposed to be pre-approved by the customer as per the Ontario Building Code.
  Since signing the contract to build in October I have paid Y and G nearly $130,000. The
  estimate for the job was 159,000, yet there is $50,000 more on the estimate for the items which
  were not completed. The is a significant overage, more than the 10% allowed by law.
   All payments were promptly made upon receipt of invoices. In fact the most communication I
  received from this company were frequent reminders when said invoices were issued,
  some***es daily. The project is no where near to being finished, and now I will be getting the
  work done on my own.
  Doing a project that involves such a significant amount of money, which was my late husband’s
  inheritance, required a building of trust. The sending of the two invoices in question, on March
  13 and 14, and the refusal to itemize them, after repeated requests for itemization, so I would
  know what I was paying for, broke that trust. This refusal effectively closed the door to any
  negotiation regarding these invoices. Their refusal to admit they made a mistake with the beam
  and insistence that I pay for their mistake have made it impossible for me to work with them
  any further.
  There was never any mention of cleaning up the mess that was left behind, nor any
  responsibility for the demolition which allowed squirrels and mice to infest my attic. I had to
  hire a professional to deal with that. The company response to my issue was lacklustre at best:
  the setting of a squirrel trap that did not work. And then disbelief that I even had a problem.
  One email said, “It’s probably just a little house mouse.”
  The first I heard of a “scheduled clean up” was in the last email, on May 11, after I indicated
  that I had hired a dumpster to clean up the mess.
  This company’s lack of respect for me and my property were plainly evident. For example,
  when the hole was cut into the basement to allow access to the crawl space, I was not warned
  of the toxic fumes from the saw. It was one of the workers, not the Project Manager, who said I
  should turn the furnace fan off and open some windows.
  I was always welcoming and respectful of the workers. For the most part, they were respectful
  of me.
  Because of the faulty plans, the framing on the addition will have to be supplemented on the
  outside to accommodate siding, not brick. This should have been covered in the framing
  payment. This had to be done on the second floor above as well. All of this is being done at my
  expense.
  The foundation waterproofing was very sloppily done, the drain board had begun to fall off
  within days as it was not attached properly at the top. This was BEFORE it snowed, which of
  course made it a lot worse. We have re-excavated the backfill. Y and G promised to connect
  the drain tile to the existing drain tile. That was not done. In fact the drain tile was simply
  thrown in, connecting to nothing. When we dug it up it was full of sand As a result, we are
  redoing the entire backfill, including new drain tile attached to the existing drain tile with tconnectors, proper stone, membrane, drain board and parging, at my own expense. Proper
  waterproofing is required by the Ontario Building Code section 9.13.3.1: regarding any
  foundation that is below grade. The Town Inspector has been by to inspect the work so far and
  wishes to see the proper waterproofing and drain tile installation when complete before we
  replace the backfill. This is why I believe I do not owe this company the amount they are
  demanding. ($5,847.75) I have sent Y and G, via registered mail, a form 1.1 Owner Notice of
  Non-Payment (Subsection 6.4(2) of the Act detailing this. Y and G have not acknowledged this,
  or tried to communicate with me in any way beyond sending more invoices, now with interest.
  I believe I have tried to negotiate an agreement but I keep on being ignored. Had I seen any
  indication of the individual charges and been able to discuss them with the company, we would
  not be here today with the BBB. I have also retained legal counsel, should that be required. I
  would rather they gave negotiation a chance. 

  Business Response

  Date: 08/06/2023

  Continuation of our previous response. The beam size which seems to be a pivot point for this discussion in no way would have changed the final outcome of the installation of the beam.  Until the walls of the house were exposed, the final integration into the existing frame could not be accurately evaluated, this was communicated to both ***** ********** and *** ********** at our offices prior to the start of the build.

  With regards to the invoice and the allogation that there was not enough detail, the invoice for the backfill was sent again with additional details identifying aggregate and backfill areas.  The original second invoice for the additional hours and manpower to install the beam into the existing structure clearly shows a credit for the additional materials and shoring used to allow the beam to be installed as a negotiated adjustment discussed with *** **********.

  ***** ********** states that we have refused to communicate with her, however all communication from Ms. ********** has been of the hardline position of not paying with only one exception, Form 1.1 sent to us via certified mail April 1 2023  which has stated the details of the invoice were not detailed enough.  Y&G then reissued the invoice with additional details.

  Ms. ********** also implies that the inspections performed by the Town of Ajax failed.  This not the case, all inspections requested and performed passed with the framing inspection requesting a photo of the final attachment of the steel straps to the framing, however *** **********  in a letter to Y&G refused to allow us access to complete a process that would have taken approximately a half hour.

  Customer Answer

  Date: 22/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: There is no satisfactory solution offered here.
  
  Sincerely,
  
  ***** ********** 

  **Update**

  -re the beam installation. You say the beam size “ in no way would have
  changed the final outcome of the installation of the beam.” Why then was
  there a need for a special meeting with the framers? And extra expenses,
  which I was not informed of until after the work was done?
  -as said before, the engineer, ******* **, stated that the beam would have
  been a different size if he had the proper plans. (no brick second storey)
  -no further itemization of invoices was sent to me. No aggregate was used
  in the backfill, only sand. Any negotiation discussed with *** **** was not
  itemized on the invoice, despite repeated requests for that.
  -because of the difficulty in getting any repair/ action done due to the
  demolition which resulted in pest infestation in my attic, I had no reason to
  believe that this company would correct the waterproofing on the
  foundation.
  - I was advised to not allow anyone associated with this company on my
  premises for my own safety. This occurred two weeks after the work was
  done, not immediately. The only correction that was denied by me was
  the framing, not the other errors and oversights.
  - the framing inspection also required a change in drawings with the
  town. The inspector told us he preferred to see the corrections to the
  framing in person, not just photos.
  -
  - I have paid this $128,000 for the work since October. The estimate
  includes $60,000 that was not completed. This is significantly more than
  the original estimate of $156,568.79.
  My previous responses have other details.
  My goal here, as stated initially, is no further contact from the company.
  Given the expenses I have incurred since in cleanup and corrections, I feel
  that they have been adequately remunerated for their work, and no further
  payments will be made. 

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On April 7, 2022 made 35% deposit to Y&G Construction for the renovation of my kitchen. In addition, I entered a second Contract in early August 2022 to install a bathroom cabinet and sink for my powder room. PS: Y&G also charged me extra for kitchen backsplash which was in the original quote. The renovation of the kitchen yet to be completed as well as the powder room. The Contractor promised that the job would be completed in six weeks. Up until Augustv31, 2022, the work was not completed. They claim to be waiting on certain materials. They keep changing their stories. I have emails to prove they are giving me the run around. There is still work remaining for the kitchen to be completed. As for the powder room, then installed a "temporary" countertop and claim that they are waiting for the counter top which was ordered supposedly. I am making this complaint because they have caused me much inconvenience which equates to expense. I am also requesting a written guarantee/warranty for the work done. I have paid over $45K to this company and they have chosen not to complete the work. (That is because they have overcharged me, so what's remaining is insignificant them. I do plan to get someone else to complete the job and seek legal restitution.