Complaints
This profile includes complaints for Canadian Property Stars's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 71 total complaints in the last 3 years.
- 17 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:26/06/2024
Type: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.
Paid for driveway sealing services. Dramatic overspray damaged a nice interlock walkway. Many calls and emails have yielded no results or acknowledgment since the first interaction with customer service about the issue. Way beyond a need for a refund. Stones need to be cleaned or replaced at their expense. **** happily withdraw the claim if the work is made right.
Business Response
Date: 05/07/2024
Thank you ****,
We do have you on file for a clean up as per your conversation with ************ We will notify our ******** location to ensure the clean up is completed in a timely manner.
Customer Answer
Date: 15/07/2024
Complaint: 21906562
I am rejecting this response because:I have yet to hear from anyone. No replies to my calls and emails. Driveway remains ruined and no action. Ready for them to contact me any time.
Sincerely,
***********************Business Response
Date: 30/07/2024
********************** complaint is on file for a clean up. Our service team in our ******** location was heavily backed up due to inclement weather. There are also delays in receiving our cleaning supplies from our supply company and we wouldn't want to use lesser quality products resulting in poor workmanship. We will follow up with our ******** location to expedite this process.Initial Complaint
Date:13/06/2024
Type: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 May 6, 2024, we had Canadian Property Stars perform our lawn aeration which we have done with them a few times in the past years. During the service at our home, the employee accidently ran into one of our cars parked legally on the road - an accident - fine it happens. Local general manager showed up, and the employee admitted to the accident and denting the car door. The ** initialed paperwork confirming the situation, and took photos. He instructed us to get 3 quotes for repairs and send them with photos to Canadian Property Stars and said that they would pay for the repairs. We did all that in the following week and sent them the information including photos of the damage by email. This is where the problem starts: it is more than a month since the accident, I have sent several emails, spoken to different call centre staff as well as the local general manager. Always friendly, but no response with any step towards resolution. There seems to be no way to escalate, to speak with any corporate business manager, or get even any formal acknowledgement of the issue and/or any plan for resolution.The cheapest repair quote came to about $1000 CDN, and there should be some compensation (rental/taxis) for the loss of use of the vehicle during the repair. So I am expecting a check for $1200. I don't want to put the local repair company through the unreasonable challenge of billing Canadian Property Stars directly for the work, because they seem to be uncontactable and I have lost all confidence in them. I also don't think it's reasonable to ask us to pay for the repairs and hope to get compensation later. That's why I am asking for $1200 payable to me immediately.Business Response
Date: 05/07/2024
Thank you *******,
We apologize for delay, and have delivered a reimbursement cheque directly to your residence. Hopefully, all repairs can be completed quickly for you!
Customer Answer
Date: 12/07/2024
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.
Sincerely,
*************************Initial Complaint
Date:02/06/2024
Type: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.
I pre-paid for lawn rejuvenation I November 2023 for $390. Aeration was done in March. They said they would come in the first 2 weeks of April to do the rest of the work but no one showed up. I also responded to a promo email about grub control. I spoke with a sales representative and agreed to pre-pay for the grub control (Chaver beetle) that was to happen in May and then in the fall. The cost was $450. I have sent emails, left a comment on their website, sent texts and left messages with the sales rep ******* with no response. At this point I would like a refund but its hard to even process that when no one responds. Are you able to connect with Canadian Property Stars for me?Thanks,Customer Answer
Date: 05/07/2024
Complaint: 21792125
I am rejecting this response because:
There is no response to respond to and no resolution of this complaint.
Sincerely,
*********************Customer Answer
Date: 22/07/2024
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.
Sincerely,
*********************Initial Complaint
Date:29/05/2024
Type: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.
On November 28, 2023 my wife ordered the "Black Friday 2023 Dethatching/Lawn ********************** Services" from this company. She paid for the services, and the payment was processed by our credit card company at that time. They were to contact us twenty-four to forty-eight hours before arriving at our door.We have never been contacted and the services have not been provided.My wife has attempted to contact the company by phone on multiple occasions since the beginning of the month. Most of the time she got no answer and left voicemail messages. On May 10 she did talk to a representative located in ****** who informed her that there is no representative to contact in *******, but that she would ask the local service people would contact us. We still have heard nothing. More than two weeks ago my wife used email to request a total refund. Still the company remains unresponsive and silent as the sphinx.Our request remains the same: an immediate complete refund. An apology would also be in order.Initial Complaint
Date:22/05/2024
Type: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.
I cancelled my service contract on April 19, 2024. I was advised by phone team that my refund would take 2-3 wks to be processed back to my credit card. The customer service agent advised I did not need to email my request to cancel service/get refund as she had already forwarded my request based on our phone conversation. I also requested she send an email to me indicating the cancellation and that refund was in progress. She advised that "they do not do this" and "not to worry, your refund will be on your credit card in 2-3wks". Since then, I have contacted them multiple times to advise I have NOT received my refund. The agent keeps saying she's sending emails to accounts to expedite the process. When I asked to speak to manager or accounts ****** the agent states she can not do this as she has no way to directly contact anyone other than email !!!!. I have also emailed head office May 17 and again today - outlining that my refund has not yet been processed. It has now been 4 1/2 weeks - I just want my money refunded to my credit card.Business Response
Date: 26/05/2024
***** was refunded prior to this BBB ComplaintCustomer Answer
Date: 26/05/2024
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.
Sincerely,
***********************Initial Complaint
Date:17/05/2024
Type: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.
Business provided a "lawn rejuvenation package" on April 25th 2024 that included aeration, power raking, hand raking, re-seeding and fertilizer. Front yard was left with sod ripped out all over and no recovery of grass is evident. Now looking at hiring company to repair the mess that was left. Tried contacting this company by website email contact-no response so an attempted to call company on May 17th but all calls are directed to voicemail with no response. Looking for total refund to pay for repairs to damage.Business Response
Date: 05/07/2024
Thank you for your message. We are sorry to hear that you were unhappy with the service. A full refund will be issued to you for compensation.
Customer Answer
Date: 05/07/2024
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.
Sincerely,
***********************Customer Answer
Date: 13/08/2024
Hello
Curious to know why I cannot file another complaint against this company since they did agree to a refund but for the damage and repairs needed to our front lawn but they have not refunded anything. This was in a direct lie to the BBB and they should be held accountable.
***********************
Business Response
Date: 22/08/2024
Thank you **,
Looking back at our records, it appears that the refund cheque that was issued was returned to our office. A new cheque has been sent out and you should receive it within 5 business days.
Thank you
Customer Answer
Date: 30/08/2024
Complaint: 21726482
I am rejecting this response because:This company has my correct name and address but continues to find excuses to take responsibility for the costly damage to our lawn. To date there has been no refund cheque received and this company continues to mislead both myself and the BBB.
Sincerely,
***********************Business Response
Date: 09/09/2024
The cheque should have been received by now.Customer Answer
Date: 09/09/2024
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.
Sincerely,
***********************Initial Complaint
Date:10/05/2024
Type: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.
On May 16, 2023 I ordered driveway sealing and crack repair for the 2023 season from Canadian Property Stars and paid them $260.00 + $33.80 HST = $293.80. They confirmed my purchase as order #SH11946. They have not showed up to do the work and have not replied to several phone messages and messages left through their web site. At this point I would just like a refund and I will get the work done by another contractor.Business Response
Date: 26/05/2024
Hello *****,
Thank you for your message. We have just started our Driveway Sealing season for 2024. I do not see you on file through our *********** for a missed service or redo. If you call our **************** Team at ************** we can place you on file for the service this year when are heading to the Barrie area.
Thank you
Customer Answer
Date: 28/05/2024
Complaint: 21692475
I am rejecting this response because: I was on the list for driveway sealing last year and they did not respond to my messages on their website or voice mails left during the summer and up to October as to when the work would be done. I am not willing to go through another summer and still not have the work done. As stated in my original complaint I want a refund so I can hire someone who will actually do the work.
Sincerely,
*********************Business Response
Date: 05/07/2024
While we appreciate Mr. ****** frustration, the fact remains that we do not have a record of him speaking with our *********** to register a complaint and arrange for a redo in 2024.
To have the complaint properly documented through *********** will allow us to have the proper information on file and ensure the job can be done correctly. Please call ************** or email *********************************** and we will ensure everything is rectified.
Initial Complaint
Date:07/05/2024
Type: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.
Last spring CPS came to my door and offered to do my lawns. They said they were from ******. I agreed to a price of $350 for the front lawn. They aerated, removed the ****, fertilized and seeded the lawn. Two months later absolutely nothing grew, not one blade of grass. I called to complain and they told me they would come back this spring and do it for free. My partner lives on the next block and he had the same experience except they gave him a refund. I called a few weeks ago and they told me they would be here in mid-April and they would give me 48 hours notice. I never heard a word so I called and left a message which was never returned. Last week a guy came to my door and said he was with CPS. When he found out I expected him to do it for free he got very upset and said he would go talk to his manager and come back. Of course, he never came back. They have completely killed my lawn and it looks terrible. They don't return calls and they don't live up to their promises.Business Response
Date: 26/05/2024
Hello ******
I'm sorry to hear of your experience. We will place you on file for a full refund.
Initial Complaint
Date:22/04/2024
Type: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.
Upon arrival, the initial price was quoted as all-inclusive, but additional products were insisted upon at the end, resulting in a $50 increase. Promised half-off on an additional service, but only received $10 off, resulting in an unexpected extra cost of $40. Left both front and back lawns in a state of disarray, with a mess surrounding the property and mud tracked from the driveway to the backyard. Grass and weeds around the edge of the back lawn were left unattended, reaching half a foot in height, with some weeds still present throughout the seeded areas. Although initially under the impression that bags would be removed, only one of the three bags was taken away. Despite assurances of providing a receipt, none was delivered. I had to track them down in the neighborhood, and upon inquiry, a handwritten receipt lacking an invoice number and tax breakdown was provided. When addressing these concerns with the employee, each point was met with argumentation. He even went so far as to ring a neighbor's doorbell at 8:30PM to help argue the bag removal questions, ignoring other issues raised. Only minimal action was taken to rectify issues, limited to picking up one bag and sweeping the edges of the front lawn. I do not believe I misheard that the bags would be disposed of by the company, but upon receiving the receipt at 8 PM, after the work was done, the conditions did say that they would be left with us. No documentation was provided prior which would have indicated this. I guess that's just my word against theirs. I am filing this complaint the next day due to the overwhelming amount of reviews that indicate a lack of communication. I would like to receive a refund for an incomplete job, false quote, and harassment. This harassment included getting my neighbor's door rang on while I was standing outside, in an attempt to have them defend their poor practices and an aggressive, argumentative, and uncomfortable response when I addressed my concerns face-to-face.Business Response
Date: 26/05/2024
Hello ****,
Thank you for your message. I'm sorry to hear about your experience with the service. I was trying to look for your information and complaint in our *********** files or *********** email, however I do not see any communication from you to our **************************** If you can kindly call our *********** at ************** or email your details to ************************************ we will be able to handle your matter much quicker through traditional means.
Thank you,
Initial Complaint
Date:19/04/2024
Type: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.
Sales person came to my door selling lawn aerating and power racking for $150 + tax = $157.50 The contract says on the back that if we doin't rreceive the services within 30 days i can cancel. The contract was signed by me and ONLY me on March 7th 2024, they cashed my check March 11th and it's April 19th now - they won't return calls they won't respond to emails and their ****** reviews all seem to be the same complaint - take your money and never show up or return any calls or emailsCustomer Answer
Date: 22/04/2024
Complaint ID: ******** Date Filed: 4/19/2024 This has been resolved
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