Complaints

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• Initial Complaint

  Date:01/08/2023

  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.

  Our landscaping contractor, Rob P., from Camp Construction sub contracted ****** *********** to build us a fence as part of our landscaping project.
  
  Rob walked off the job on June 20th breaching the terms and agreements of our contract.
  
  The fence was installed poorly and was not completed by the sub contractor. Rob was never present when the fence company was on site.
  
  We have attempted contacting Rob a number of times to refund us for having to redo the fence as the entire fence needs to be rebuilt. He has not responded.
  
  To fix the fence:
  -Every fence panel needs to be disassembled and reassembled to raise to proper finished grade and correct the inconsistent spacing.
  -All posts need to be inspected to proper depth as a gate post was cracked and easily removed and was not set to the proper depth of 4 ft as discussed.
  -Fence post caps were not supplied
  
  We are requesting half of the fence be paid back to us to rebuild a new fence. Total cost therefore being: $9226.45. The total fence cost was $18452.90.
  
  Rob did tell us he would provide us a refund when we determined the price. He however is no longer responding to us.
  
  Our backyard project is now on hold until we can find someone to fix the fence and lay our pavers.
  We are incredibly dissatisfied with this company. Both Rob and the sub contractor were ****, dismissive of our concerns and refused to fix the issues we requested.
  
  We are seeking a refund for the fence which is a fair and reasonable ask based on the contract being breached by our main contractor.
  
  I do have more supporting materials I can provide if required.

  Business Response

  Date: 15/08/2023

  Upon a written email request from ************ on July 9th, 2023,  who requested a refund for the fence work deficiencies at her property, we immediately offered to remedy the issues brought forth on July 11th, 2023 via our email reply, 2 days after the written request was sent to us.  The remedy work was offered at no charge to ************ and with the work to be completed within a 1 week timeframe.  Our offer to remedy the issues was declined on July 14th, 2023 on a separate email which stated that they simply wanted a refund for half of the cost of the work performed.

  The fence was built to best construction standards, by a professional and award winning fencing contractor, who is the current 3 years in a row recipient of 'Best Fencing Contractor in Halton Region'.  We have pictures taken of the work on file of before, during and after construction.  We stand by our work.  Minor issues with the fence construction remain, which we addressed in the ******** email reply correspondence ******** ** **** ****.  We stand by our offer to remedy the issues at no cost to ************.  We calculate that 2 days of labour and approximately $300 in materials are required to remedy the deficiencies.  Over 180ft of 7ft high, pressure treated privacy fence was built at the property.  1 section of fence was not built to completion to allow access to the rear of the fence to complete it, as is standard practice policy.  We were told that we were not welcome back on the property.  From our understanding, the condition of the fence is in the same state/condition as it was when it was last worked on.  ******** ******** ** *** ********* ***** *** ******** ** **** *****
  
  ** **

  August 15th, 2023

   

   

  Customer Answer

  Date: 16/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The opportunity to correct the fence deficiencies have passed. We addressed our concerns many times both to the contractor and sub-contractor about the fence, and each time they were refuted, refused or dismissed.
  We lost faith in the sub-contractor because of this, and due to the poor quality of work we received. The fixes required, have been addressed in my original request to BBB as well as previously communicated to the Contractor.

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

  The contractor was to manage the subcontractor, however was never on site when the fence was being built. Our contractor quit our landscaping job two times in a span of 15 days. Rob was only on site 5.5 days for the landscaping project. He breached the terms and agreement of our contract when he quit, therefore leaving his work unfinished, along with the sub contractor's fence not completed, and our backyard torn up and unusable for the summer.

  Mentioning that a company wins awards, does not dictate that we received a product that is worthy of an award. Companies win awards when they spend money on advertising. No one is grading fences and giving out awards. It is simply based on money put towards advertising. This is absolutely no indication of the quality of work they deliver. We stand firm on our disappointment on the poor quality product we received. The job was rushed and was installed poorly and we feel compensation for rebuilding the fence is a fair and reasonable ask.
  
  *** ******** the text message I received from Rob indicating he did not pay the sub-contractor the full amount because the work was not completed and fixes were required. The project was not completed, and based on the contract the fence should not have been fully paid for, as it was not completed when the contractor quit. Rob indicted to us he would provide repayment when we were able to decide on the costs. He is now refusing to do so.

  We are seeking repayment of half the fence costs to compensate for having the fence rebuilt. This is a fair and reasonable request for a product that was installed poorly and issues were never addressed or fixed. 

  Appreciate your assistance on reaching a reasonable solution. 

  Sincerely,
  

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

  Business Response

  Date: 07/11/2023

  The project went over budget for the home owner based on the final scope of work they wanted completed versus what was originally quoted by us.  In fact, the final scope of work was almost twice the cost of my original quote due to additional work being requested by the Home Owner.  When we told them there would be additional costs for adding new work and increasing the original quote quantities (adding a 190ft long new fence and adding additional interlock areas), they constantly ********* me daily accusing me of trying to take advantage of them.  They also made ******* remarks to my employees on a daily basis.  They challenged everything we did saying that it wasn’t up to their standards.  They falsely did not disclose that there was an abandoned buried pool in their backyard and that they wanted it removed for free upon me discovering it during the sub-grading of their yard.  There was also a buried retaining wall that we found when grading the yard.  We had to remove and pay for the disposal of the wall to continue our grading item.  We lost substantial money on that item due to their dishonesty.  They tried their best to take advantage of my company by claiming that the pool would need to be removed to complete the grading item.  I refused to remove the swimming pool for free and ultimately decided I needed to withdraw from the project.   They wanted a large cost item completed for free and I was not prepared to absorb those costs.  This is the first time since I started my business that I have had to withdraw from a project due to a clients behaviour.  I left over $30,000 in pure profit for work that still needed to be completed.  We left the project at a Net Loss of $2000.  For a small company like mine, this is a substantial amount of profit loss.  I had already purchased and delivered all of the other materials needed for the job and said materials are in their possession, notably all of the Interlock required for the project, all of the concrete Pre-cast steps and granular.   The newly built fence was not in the original quote provided by us and was asked to be built by us after we had started the project.  I told them that I would hire a Fencing Contractor to complete the fence.  The type of fence, the Home Owners costs for the new fence and the construction style of the fence was agreed upon before the construction started.  Upon completion, my Sub-Contractor was been paid by me, in full, for the work they completed.   We built the Home Owner 190 linear feet of 7 foot high wooden privacy fence with 6x6 posts spaced at 8 foot centres.  
  
  I have ******** for reference a few pictures of the fence they are complaining about…It is a beautiful fence!!!  it was built to 100% best construction practices by Georgetowns best fencing contractor (Voted 3 years in a row 'Best Fencing Contractor').  I have pictures on file of every fence post hole that was augered showing the proper depth of buried posts before the concrete was placed.  I had asked my Sub-Contractor to do so during construction to ensure the fence was built to Best Construction Standards.  I wanted these pictures for my file.  During our last day on site, both my Company and my Sub-Contractor were informed by the Home Owner that we were not allowed back on their property.   They have even refused to return materials that are owned by my Sub-Contractor in the amount of $1600.  
  
  We offered to remedy any concerns they had within 48hrs of their complaint, free of charge.  I calculated a cost of about $300 to complete the remedies.   Our offer stands to remedy any concerns they had, as per the guidelines set out in our original reply to their email request, in an email sent to the Home Owner in July 2023.
  

  
  

  Customer Answer

  Date: 08/11/2023

  
  
  Complaint: 20399922
  
  
  
  I am rejecting this response because: Rob from Camp construction fails to see the main issue, and continues to avoid responsibility for repayment for goods not received.

  We brought this matter to BBB because we signed contract with Rob, a contractor from Camp construction, to fulfil a job for us. The contract was broken twice, and he failed to comply with the terms and agreements within the contract which was signed. It is presumed under the guidelines of a contract and consumer goods, that the work will be completed and be done properly. The work was NOT completed, and was constructed in rushed manner which caused deficiencies in the product we received. We are well within our rights as consumers, and it is more than a reasonable and fair request to ask for half of the payment ($9226.45) to be returned to us, as we did not receive what was agreed to in the original contract. 

  The accusations outlined by Rob are egregious. Neither my husband or myself ever made any remarks to Rob or his workers. It appears he is deflecting from the main issue at hand.  

  The focus on this claim is about us, the consumers, who signed a contract and lost money due to the negligence of this contractor. The fence portion of the project was not completed and therefore should not have been paid in full to the sub contractor. The contract and the terms and agreements within that Contract we signed were broken, and therefore we hold firm on requesting our funds be paid back to us for the incomplete product we received.

  Please let us know of the next steps in resolving this matter.

  Thank you.