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:04/07/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  * Date of the transaction: Deposit made May 26-27th 2021 * The amount of money you paid the business: $8000 * What the business committed to provide you: A new deck to be constructed with pressure treated lumber frame work and capped with ********** Composite Deck boards. The existing wooden deck will be removed and replaced with a raised stone patio, resembling the same stone pavers used on the pool surround. The majestic existing conifer tree will remain and the pavers will be built around this tree trunk. Materials/Delivery/Rentals: $12,650.00 HST #************** $ 1644.50 Total: $14,294.50 A materials deposit is requested at this time to help cover the cost of the ********** Composite Boards, Lumber, Pavers and other building materials. Materials Deposit $ 8000.00 * What the nature of the dispute is: After 6 months of inactivity, we asked for our deposit back but were told that it was with the stone company ********** ********** and, therefore, couldn't be returned. We determined that this was not true and that the money was and is continuing to be held ***** ***** **********   * Whether or not the business has tried to resolve the problem: No * Account/order/tracking number: None

  Business Response

  Date: 21/07/2022

  Over the past several years my company has been hired by this Home Owner on two seperate occasions. One large project and the other a smaller project. The probable reason we were considered for this large project is that this Home Owner was happy and satisfied with the work and service we provided.
  
  In this particular and very unfortunate situation this level of service we usually provided, we were not able to carry forward. And there are several reasons for this which I will detail here and now.
  
  My company and the Home Owner entered into contract to build a stone patio and small deck. After several site visits a plan and estimate was put together mutually agreed upon.
  
  A deposit was requested and received. This deposit was used to purchase the building materials to construct the deck and the pavers to construct the stone patio.
  
  Were the delays and problems arose was the global pandemic we all had to deal with.
  
  The Covid 19 pandemic specific to the contracting world was a widespread shortfall in building supplies. The industry since the beginning of the pandemic has seen unprecedented growth in business. This huge increase in business has caused major delays and problems with manufacturers supplying the industry with building materials. The paver market is a great example and it is not uncommon to see 8 to 10 to 10 weeks back order times.
  
  As this pertains to this contract this was absolutely the case. The pavers were put on order and we did have a long wait. They did arrive and were available for delivery to the home owner last fall. However, I was not available at that time to do the installation. Again, due to the Covid 19 pandemic and erratic delivery times on building materials it has been a very difficult challenge for myself, and all contractors to maintain a schedule.
  
  The Home Owner did request their money back when it was evident this project was not going to begin last fall. The supplier refused to refund the money as the pavers ordered were specifically brought in for this particular job.
  
  It was agreed between myself and the home owner that this project would begin in the spring. I was confident knowing the pavers were in stock and available that I could promise a spring construction start without any material back orders.
  
  Spring of this year arrived and we made arrangements to start this project.
  
  Demolition was started and mostly completed. Though the old deck was not loaded into a disposal bin at the time of demo.
  
  I had ordered the pavers from a local to me supplier. They informed me they would no longer be making deliveries to Toronto which they had in the past. They indicated due to Covid 19 and the incredible strain this busiest of times that long distant deliveries they were no longer doing.
  
  Therefore I ordered the pavers from a local to the home owner supplier and delivery of pavers occurred. I was refunded this money from my original supplier and used it to purchase the pavers which did get delivered.
  
  The home owner refused the delivery. There seemed to be a communication break down at some point. The home owner wanted the new patio to match the pool area which I installed several years ago. The pavers that were eventually delivered were from the same family of pavers, meaning, same colour, same pattern and same dimensions. The only difference was the new pavers were if a larger scale. The reason that these pavers were ordered was that the new patio would require a small retaining wall and coping stones. The older pool pavers did not any more have a matching coping unit. I believe this was communicated on a site visit and agreed upon. However, the home owner refused the delivery and I had to make arrangements to have them picked up with an additional delivery fee and 25 per cent restocking fee which I had to pay.
  
  The Deck
  
  The deck was to be built with pressure treated lumber framing and with Composite deck boards and aluminum railings. I had ordered, paid for and received the Composite Lumber and railing late last summer. I was not able to return these for credit due to the time frame. I still have these products.
  
  May of 2022 the demolition of old deck had begun. We were ready to roll with the project. My girlfriend and partner tested positive to Covid 19 and that put us in another delay. Since we live together I also stayed in quarantine so therefore I was not on site on this project.
  
  During this time the home owner cancelled our contract and has asked for their entire deposit back.
  
  I have agreed to do this and will refund them their entire deposit. Even though I will be out the restocking fee and the money paid for Composite Lumber and Railings.

  Customer Answer

  Date: 30/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Of the $8000 deposit that he promised to return to us, he still hasn't given us a dime.
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