Complaints

This profile includes complaints for Barrhaven Landscaping and Snow Removal's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Barrhaven Landscaping and Snow Removal

  4959 Limebank Road Gloucester, ON K1X 1E8

• 

  Barrhaven Landscaping and Snow Removal

  414 Pillett Street Nepean, ON K2J 5S3

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:13/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 February 13, 2025, due to a massive winter storm in ******, I sought out snow removal services. After searching online I contacted Barrhaven Landscaping and Snow Removal to receive a quote for a double lane way attached to my address. The company sent me a quote for a double lane way inclusive of taxes of $450.87. I paid the invoice (*****) via e-transfer in full and confirmed service. This all occurred on February 13, 2025. Approximately, 1-2 hours later they sent snow removal and the staff only did half of my lane way. The staff member took pictures and informed my mother, not me, that they werent going to do the other half and for her to call the company. I was present in my house but at no time did the staff contact me directly via telephone or in person. The staff left with the job unfinished. I contacted the company via email and phone to complain and they indicated that part of my lane way belongs to another property. I confirmed in writing that the full lane way is the property of my address and that they either had to finish the job or issue me a refund. The supervisor I spoke with was very rude and said that they wouldnt finish the job and it wasnt their problem. Up to this point I have not been provided a solution and the company has not responded to my request for solution. The staff was unprofessional , rude and did not remove the snow as per the contract I signed and paid for. They have stolen my money and did incomplete work. They also did not mark the half of my laneway with a flag marker. Incompetent and incomplete work.

  Business Response

  Date: 20/02/2025

  Customer contacted our office to retain a last minute snow removal service while we were dealing with 40 cm of snow. Considering the need of this service we are always open to provide services to all customer even they approach us at last minute. Customer was advised that they need to visit our website and use online sign up tool where they will need to submit their information i.e. contact, address and must check off the ***** & CONDITIONS before we can provide any service.  These terms must be read and agreed to before we can send our equipment to clear any snow as this is required by our insurance. When customer signed up they only submit the request for address at #**. Once operator reached the property and cleared the snow, a female approached the operator and requested the snow to be cleared from address #** as well. She also offered additional money to the operator at that moment but operator replied that he is only instructed to clear the snow from address at #**. When female insisted the operator then operator contacted the office for clarification. Operator was advised that we only received the request to clear the snow from #** and if she wishes to clear the snow from #** we must receive another contract submission through website. Operator then left to carry on with his duties. 

  Customer contacted our office via email and when we called back the customer, she was extremely misbehaving, swearing, yelling etc. Customer was politely advised that we can certainly have the operator go back and clear the snow however we must receive another contract submission for the address #** by checking off terms and conditions as this is required by our insurance before can serve any property. Customer was not willing to follow the instruction given by our office instead she hanged up the phone. We received multiple emails that both address must be cleared. We again made all possible to attempts to make the customer understand the procedure that it is required by our insurance but customer did not follow. Customer was insisting in her email that both driveways belongs to one address which is not the case as PICTURE ATTACHED shows #** & #** affixed on the both properties. 

   

  We have made all possible attempts to resolve the issue however we cannot bypass the required procedure implemented by our insurance. We must receive the contract submission from a each customer which is a legal binding ensuring all terms and conditions are checked for each property. This document is required to be kept safe by our insurance for some years incase there is any legal action or a lawsuit against our business. As s goodwill gesture we have also made the full refund to the customer the very next morning via transfer.

  Business Response

  Date: 20/02/2025

  There was type on the previous respond. This respond must be taken as accurate. 

   

  Customer contacted our office to retain a last minute snow removal service while we were dealing with 40 cm of snow. Considering the need of this service we are always open to provide services to all customer even they approach us at last minute. Customer was advised that they need to visit our website and use online sign up tool where they will need to submit their information i.e. contact, address and must check off the ***** & CONDITIONS before we can provide any service.  These terms must be read and agreed to before we can send our equipment to clear any snow as this is required by our insurance. When customer signed up they only submit the request for address at #**. Once operator reached the property and cleared the snow, a female approached the operator and requested the snow to be cleared from address #** as well. She also offered additional money to the operator at that moment but operator replied that he is only instructed to clear the snow from address at #** not #**. When female insisted the operator then operator contacted the office for clarification. Operator was advised that we have only received the contract submission to clear the snow from #** and if she wishes to clear the snow from #** we must receive another contract submission through website. Operator then left to carry on with his duties. 

  
  Customer contacted our office via email and when we called back the customer, she was extremely misbehaving, swearing, yelling etc. Customer was politely advised that we can certainly have the operator go back and clear the snow however we must receive another contract submission for the address #** by checking off terms and conditions as this is required by our insurance before can serve any property. Customer was not willing to follow the instruction given by our office instead she hanged up the phone. We received multiple emails that both address must be cleared. We again made all possible to attempts to make the customer understand the procedure that it is required by our insurance but customer did not follow. Customer was insisting in her email that both driveways belongs to one address which is not the case as PICTURE ATTACHED shows #** & #** affixed on the both properties. 
  
  We have made all possible attempts to resolve the issue however we cannot bypass the required procedure implemented by our insurance. We must receive the contract submission from a each customer which is a legal binding ensuring all terms and conditions are checked for each property. This document is required to be kept safe by our insurance for some years incase there is any legal action or a lawsuit against our business. As s goodwill gesture we have also made the full refund to the customer the very next morning via transfer.

  Customer Answer

  Date: 21/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I would like to thank you for your intervention because I believe it is the only reason why Barrhaven Snow Removal responded the way that they did and what motivated them to issue the refund. Otherwise, they would have continued to ignore my various attempts via telephone and email to communicate. They were not transparent, professional, or timely in their support, response, and customer service and I will never use their services again nor recommend them.

  
  Thank you very much for your organization's support!
  
  Sincerely,
  
  ********** *********

• Initial Complaint

  Date:03/01/2024

  Type:Order 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.

  In August of 2022 we engaged this company to install interlock and artificial turf along with lighting as designed by Barrhaven Landscaping and Snow Removal at a total cost of ~$62,480/- 1. Part of this arrangement was to install a step at the side of the porch. The owner said that because it was end of season and there was no material available, he would install the step(s) in the spring of the following year. In May 2023, I reminded the owners to complete the job. His response was "it is not in the contract, I will not be installing the step". And that was the end of the discussion.2. The contract calls for holes to be dug and rings put in place for planting some trees. They laid the artificial turf and by mistake covered up the holes and the rings When we asked them about this, his Father became angry and ASSAULTED me in front of my family. The neighbors and his workers rushed to stop his Father. from continuing to assault me. I am a senior citizen of over 75 years of age and unable to protect myself. I asked them to stop the work and leave the premises. The neighbor convinced the son ******** to finish the work and asked the Father to leave. When a father and son physically and verbally assault a customer, ******************** and the public should be made aware.The lighting that was installed keeps breaking down. When I informed the son (Owner) of this he replied that he will have to discuss with the company where he obtained te lights for replacement. If they agree he will come by and replace the lights. I reminded the son (Owner) that I signed a contract with Barrhaven Landscaping and Snow Removal with guarantee for three years for all work and material, not with the provider of materials used in the job. Three weeks later informed us that the company decided to replace the defective light. It was discovered that it was not the light but instead the Wiring for the lights that was not installed correctly. Today, yet another light has gone off.

  Business Response

  Date: 15/01/2024

  I am sending a written reply to the complaint that was filed. 
  
  I will try to reply to each point separately to better understand the entity of the fact. 
  
  Q.  Contractor did not install a step to the side of the porch. 
  A. It was absolutely discussed during the first site visit however the customer was uncertain the way the steps were going to look as the neighbour already had his steps done which leads to an issue that if we match the neighbour side steps height then it was not aligning up with the customer's porch elevations. Due to the unpleasant look and impractical usability, the customer said we can put this aside and we will discuss this among ourselves and his wife and come up with a different solution, I said okay and then we moved ahead with the design part. Customer was then provided with the final quote without any steps. Quote and design was accepted and finalized. After the customer was happy with the design and quote, he gave a deposit as per agreement and we placed the order for material to be delivered.
  
  After the designing part was done then myself, the customer and his wife had another meeting to finalize the colour and type of material. The location of this meeting was at the Landscape material provider ******************************* in ******. All the selection of the stone and colour went well. At this stage the customer was asking if there is a different way of building the steps to maintain a nice looking design throughout. I offered the customer a few different options and the customer chose to go with a particular configuration of steps by using mega steps. But we then learnt that the product that will match the colour and the taste of the customer was not available. Because of covid the supply chain was worse then ever. Customer here again said let's just move on with the rest of the project.  
  
  Project finally commenced and all was going as per the plan. Customer again asked if we should do something about the steps. as this is part of the project. I explained that no it is not part of the project as this item is not on the invoice due to above mentioned reasons. ******** said he did not read the invoice and that he does not care what is on the contract. He wants the steps to be installed. I again tried to explain that we all agreed to put aside the steps and focus on the rest of the project. Customer said ' no because we discussed it, this means it's part of the project. I politely advised him that I do not wish to argue that he should bring his wife then we can talk as she was witness to all conversations but he refused. To find a solution to the problem, I advised the customer that if he wishes to install the steps then we can try to find a different manufacturer to match the colour and I don't mind going to finding the materials by traveling around the city ( covid material shortage was at peek ) But the customer was still saying I need to build steps within the same cost. I professionally explained to the customer that, it costs for everything from material to labour etc therefore it is not possible for a free job. His wife finally came and she apologized for his husband's behaviour. I advised her that whatever I have told her husband has a proof of record so he should adhere to the contract so she agreed and then we moved on with the project. 
  
  Q. Contractor did not make holes to install the plants on the artificial turf.
  A. This is an incorrect statement and I will reply with pictures as proof that the holes were provided. So what happened was that the front entire yard was going to have an artificial turf with plants installed on the turf by placing a galvanized ring by making holes in turf to install natural plants. The entire process was professionally completed, the holes were done, the rings were installed and we were just about to finish installing the turf. Customer came up to me and said that he really likes the turf therefore he does not want any plants to be installed. I said we spent the whole day installing the ring by making holes. Customer said he is willing to pay the labour and material cost. Because this was to ensure I keep customer service on top, I agreed to remove the entire day worth of work and regrade the entire surface etc for just a small amount of value in money. When this conversation happened the neighbour ( name and address can be given upon request)  was there during the whole conversation. The homeowner was also surprised by this homeowner's decision to remove the rings and close the holes because we spent the whole day installing them. After it was finalized I gave instruction to my crew to change the plan and follow the new instruction. 
  
  When we removed the rings, filled the holes, regraded the entire surface, 90% finished installing the artificial turf. The customer came to me and said, why are we not installing the plants on the artificial turf. I replied that because you advised me to remove the rings and not install any plants. Customer flipped to the other side and said, no I did not say that. I dropped all my tools and told me guys to wrap everything up and leave the project because I was not able to deal with this person for another second who lies lies lies and lies. The neighbour came running and asked what was going on. I asked the neighbour, "What did you witness when the homeowner was talking to me about the plantation? The neighbour said that the homeowner does not wish to install the plants anymore. I said exactly but, now the homeowner said he never said that. The neighbour was so upset at the homeowner for his behaviour. The neighbour could not believe what he was hearing from the homeowner. The neighbour pulled aside and spoke with the homeowner for a good amount of time and they both came together and the homeowner began apologizing for his behaviour. He said he has temper issues that he gets hyper and out of control due to some mental issues. We came to an agreement that the homeowner will not speak with any of our crew members but only his wife can so we all agreed to finish the project. 
  
  We finished the entire project items that were part of the invoice. Before we left I even installed a gravel with a nice looking riverstone at where the steps were supposed to be at zero cost to do what a professional contracts can to the best of its ability to provide customer satisfactions and find a solution to the problem. 
  
  Q. Lights are not working. 
  A. Lights were fully functional for more than a year.  The customer advised me that one section of the lights was not working. I dropped by and looked at the lighting issue and diagnosed the problem. So somehow one of the wires was kinked or sliced with a shovel or something when the homeowner was doing the plantation maintenance. This resulted in a voltage leak. The transformer which provides the power to the lighting, has a safety feature which trips the breaker if anything goes wrong within the wiring system. When I asked the customer if the breaker tripped at any point, he said yes 3-4 times. I said then what did you do once the breaker was tripped? Customer said he reset the breaker pushing the button then the lights were working and he did that 3-4 times within a short period of time. I advised the customer that he should've notified me once the problem had just occurred. Because a customer forced the transformer to work while there was power leakage which resulted in all light bulbs on the circuit being blown. The bulbs are not covered under warranty but I requested the supplier to file a warranty claim as there were multiple bulbs that were blown due to bad voltage so the claim was approved. All the affected bulbs were replaced under the manufacturer warranty. Due to customer negligence and not following up on timely manners with the contractor, this entire issue could've been avoided if proper communication was initiated instead of pushing the transformer to work beyond its limits. 
  
  Q. Assault.
  A.  The homeowner himself actually verbally and physically assaulted our crew members when we were leaving the project as is after not being able to find a resolution. The homeowner was yelling and screaming first at everyone around him, then later he apologized with tears in his eyes. This is when he said he has mental health issues. 
  
  Please find attached proof of the holes that were installed to the final stage which the customer statement contradicts.
  
  Let me know if you need further clarification. What I understood from the entire time working on this project was that customers wanted to use my skill and time to have a few things done at no cost. 
  

  
  

  Customer Answer

  Date: 15/01/2024

   
  Complaint: 21094841
  
  I am rejecting this response because:

  This response is a total and utter lie.  As recent as gtwo weeks ago, when told about the lights not working, the vendor responded : I bought a C$140 thousand Land Rover and the lights went out.....I dont know what to do to meet you expectations.".  The work that has been done has a warranty of Three Years.   I expect the lights to be fixed as per the warranty.  With regards to his response that some shoveling took place in the garden area for some plantation, is yet another falsehood.  The plantation was done by his own workers.  No other plantation has taken place since his workers planted the shrubs.  The time has a switch which says "Reset".  When the lights went out the first time, what would a person do?  Press the reset button.  The reset button was NOT pressed three and four times as he is claiming. If additional lights have stopped working, it is no longer an issue with the the timer.  OTHER lights seem to work. Why then are these two lights - out a total of 15 lights not working?  Obviously the lights are cheap and defective.  And they must be replaced. 

  2. With respect to the step.  The Owner has taken measurements as to how and where the Step at the side of the porch was to be placed.  He assured us that he would install the step in the spring as the material of the step that was agreed upon was not available.  When reminded about the step in the spring his response was: "it is not in the contract".  I have a text of his response. (I just dont know how to attach it this communication).  

  3.  I can provide you the details of the neighbor from across the street at *******************************************, (***) who will vouch for the assault by his father. This is a fact.  Not a made up story. The tears were of pain to my head and broken glasses from the assault.  He apologized and begged for me not to call the police or go to the lawyers.  All of a sudden this is a case of severe amnesia and convenient denial.    

  4. With respect to the holes for plantation.  If all that he says is true and he took out the rings, why would he suggest that I should get a metal detector to locate the rings under the turf and ind someone to cut the turf and do my own planting?   In fact, I was subject to a 45 minute lecture as follows:  "You see this on my head?  Pointing to a piece of cloth he wore on his head he proceeded to instruct me that the piece of cloth on his head means he does not lie and he does not cheat.  Because I do not wear a piece of cloth on MY head, I lie and cheat".  This is the ****** he wanted me to understand and believe.

  This owner has a very active imagination of coming up with stories that seem to fit his purpose.  Take the money and hide behind the BBB accreditations.  I will make sure to spread this Company's approach to doing business, assaulting customers when they assert their honest and agreed to work and the dismal quality of their work. 

  I will make sure to use every possible means if social media tlike ************************ and Trust Pilot to warn other customers not to believe this Owner do to over-active imagination and utter untruths in the face of facts and proof.  No matter how small a detail, make sure it is in writing because this Owner will first project on to the other person his accusation, then lie and then deny.  that is the modus operandi of Barrhaven Landscaping and Snow Removal Service.    I will not stop until all that was paid for and agreed to is completed.

  
  Sincerely,
  
  ***** (*****) *******

  Business Response

  Date: 24/01/2024

  I will again respond in sequence so anyone reason this will have a clear understanding of both sides of the story. 
  The reason I had given you the example of me buying a vehicle and the bulb going out is that you need to read the warranty and discuss with a professional before assuming things. No warranty will cover if the bulb that is burnt. If you purchase a brand new car which has warranty and if you contact the dealership to report a claim to replace the bulb under warranty that will be refused as bulbs are not covered under warranty and this is what I have tried to explain. The warranty states 3 years warranty on workmanship not on bulbs. 
  
  
  All the lights were working for more than a year and all that sudden one section of the light stopped working. The transformer breaker tripped but it was reset 4 times as per customer. The duration of the problem was for about ***** days in which customer reset the transformer 4 times before I was notified. Once the problem was diagnosed by me  and it was found a section may have been shorted by soil movement by either a shovel or some hand work. ( If the problem was within the light system then it will not work for a year) All the lights were replaced immediately including the transformer to ensure the warranty is fulfilled without any inconvenience to the customer. This problem was avoidable if the customer had contacted me to report the issue that transformer is keep tripping its breaker but customer decided to use the *** skills to bypass the problem by just hitting the reset button anytime it was tripped. Customer was advised after the repairs were done that anytime the breaker trips you can reset once or twice not 4 times to keep pushing the current. Customer apologized on the spot for not contacting me and also thanked me very much for professionally handing the concern and providing repairs which could've been avoided.
  After above, all the lights were working fine. After some months one of the bulb in the light fixture was reported to be out. Customer was advised and now again being advised that BULBS are not covered under warranty. The bulb cost may be $1 or $2 from any *********** If you still think the warranty covers this then please follow up with a professional firm who can read the contracts and make an accurate sense of things. Also to note that lights fixtures that are installed are not cheap and defective in fact these are one of the best product on the market that are being used. All light fixtures are made of a Brass which is The Best Material to be used for outdoor lighting ( Please do some research before calling anything cheap )
  Steps By The Porch.
  I agree and have already mentioned in the previous reply that steps were part of the initial conversation however due to impracticality and the way steps were going to look customer decided to make this item a to be discussed item because the neighbour side steps were already built and they were causing issue with the elevation.  In reality any person can assume anything but it does not mean that the person on other end is aware of what you are assuming. You said this very right in your recent comments that everything should be put on the paper before dealing with Barrhavens. That is what I have been trying but unsuccessful to explain that what is on the invoice should be taken into consideration not what you assume. In-fact you are uttering a complete lie after you and your wife met me at the Landscape material provider where you both agreed the second time to put the steps as future item because we just learnt that the materials are also not available. If the steps are not on the invoice how can I do stuff for free? I have been doing this for 7 years, not a single time I had to deal with this situation the way your project unfolded. You can check our reputation on social media. ****** reviews or any other platform because you will only find a good things when it comes to customer service. 
  About contractor agreeing to install steps in spring. 
  This is a complete lie as anytime the steps were discuss I clearly advised the customer that this is not part of the invoice therefore It must be a ************ not for free. 
  Neighbour witnessing assault. 
  You swore and yelled at my employees because you said you had lost your control on yourself after learning your mistake about not installing rings. I came in between you and my employee because you were yelling and swearing top of your lungs. I was afraid that you might hit him as you made a gesture of making a fist. Your neighbour came and stopped you from yelling and screaming. I never begged you from calling 911. The reason you did not call 911 because from inside you, you realized it was your fault. Your neighbour then pulled you aside and spoke with you for sometime and then you came back and apologized about your behaviour and this is when you said you have anger issues. No one from our staff wanted to work there and they all wanted to leave immediately after witnessing your anger problem. I had to convince them to complete the work after you touched *************** and apologized and agreed that your wife will deal with us not you until the work is completed. Your anger issue was not limited to my workers but you also had a very irrespecutful conversation with your  female neighbour on the left side when you both had disagreement about water exit location. You yelled at this female and she was holding her head as she was so surprised to learn about your behaviour. Then your wife finally came and stopped you from disrespecting the neighbour female. 
  
  Metal detecter. 
  I never said in my previous comments that rings were removed. I said the entire day worth of work because the entire surface was regraded to ensure holes are filled because customer no longer wishes to install plants. This is the reason you paid me small amount of money because the rings were put into the ground at the time you changed your mind to not install plants. Once again customer is assuming things instead go with facts. 
  Piece of cloth on head. 
  Just for your kind information, this is not a piece of cloth, this a Dastar ( Turban ) I proudly wear this because I carry huge amount of responsibility. That is why every single item on the invoice was completed beyond the satisfaction, this is reason you were provided with a free gravel base and ramp made of Riverstone to ensure customer has no inconvenience after making false assumption of the steps,  that is the reason the turf price was decreased significantly to help customer achieve the turf look because the customer said he has no more money but really wanted to install turf, because your 3 cedars were relocated at no additional cost. I proudly wear Dastar because I am a Sikh. I am honest to myself and others. I will always do the right thing and stand up against the hatred and lie to ensure that no one can intimidate me by uttering a lie and false statements. I will ensure to prove the reality with facts and evidence. I will not assume things and put words in someones mouth and say you said this. No matter what it take I will not let anyone ruin the reputation that took tremendous amount of efforts, time and hard work. 
  
  At the end, all that was agreed and paid has been delivered beyond the expectations. When making a legal conclusion, do considered what is on the signed paper agreement not assumption. 
  
  Thank You 

  Customer Answer

  Date: 25/01/2024

   
  Complaint: 21094841
  
  I am rejecting this response because:
  This man has a very active imagination.  I had to listen patiently to a sermon of how that piece of cloth that he wears on his head, means that he does not lie or cheat.  It is an outright insult to those of us who do NOT hold a piece of cloth on our heads are liars and cheaters.  Given this response, this Owner not only lies and cheats in words but actually has the audacity to put it in writing. 

  The "worker" who assaulted me is his very own father.  His father is the one who struck me and knocked my glasses off - all because I reminded him of his agreement to dig the holes and place metal covers before they lay the artificial turf.  This was the mistake they made.  They simply refuse to take responsibility and ownership of their mistake.  But instead would physically assault a senior citizen and beat the customer to accept their mistake.  This assault was witnessed and neighbours are prepared to confirm these events. 

  How this owner can twist and turn his commitments to blatant lies and coverups is beyond comprehension.  How these people hide behind a piece of cloth they hold over their head is shameful and pathetic.  

  That being said, it is obvious the owners of Barrhaven Landscaping and Snow Removal do not intend to speak the truth and do the right thing.  But he would rather continue to lie and cover his deceptive business practice by denying the facts.  

  We suffered a loss of over $64,000 and learned from dealing with people who hide behind pieces of cloth they hold over their heads.  They proclaim they are the only righteous ones on earth, and if you point out their mistake, they beat you up.  But those pieces of cloth cannot hide the the facts. 

  We have the proof and the facts. We will make sure the public is made aware of this malpractice and lies and quality of work.  

  Sincerely,
  

  ***** (*****) *******