Complaints

This profile includes complaints for Canadian Property Stars's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Canadian Property Stars has 12 locations, listed below.

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  Canadian Property Stars

  1475 Star Top Road, Unit Gloucester, ON K1B 3W5

  
• 

  Canadian Property Stars

  7907 Davis Rd NW Edmonton, AB T6E 4N1

  
• 

  Canadian Property Stars

  315-B Breithaup Street Kitchener, ON N2H 5H6

  
• 

  Canadian Property Stars

  5/6 7788 132 St Surrey, BC V3W 0H5

  
• 

  Canadian Property Stars

  3 2016 25 Ave NE Calgary, AB T2E 6Z4

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:19/04/2024

  Type:Order 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.

  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 emails

  Customer Answer

  Date: 22/04/2024

  

  Complaint ID: ******** Date Filed: 4/19/2024 This has been resolved

• Initial Complaint

  Date:25/03/2024

  Type:Order 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.

  Entered into an agreement for Lawn Rejuv package and had the aeration service completed, negotiated and completed a contract with *********************** Route NSE55. Paid $1000. by EFT and was informed that I would receive an Email receipt of payment which has not arrived. At this point I am out 1000. with no receipt of payment by the company. I have contacted the company 3 times with no call back.

  

  Business Response

  Date: 19/04/2024

  Thank you for your message. E-Receipts are sent out automatically for clients who pay by credit card. E-transfer notifications are sent by email directly from the banking saying the deposit was successfully deposited. Normally, the contract your received is deemed as a receipt because it is in person and you have the documentation with you. You are on file for the ************************* to be completed and will be service within the next couple weeks. We will place you on file to receive a receipt.

  Thank you, 

   

  Customer Answer

  Date: 19/04/2024

   
  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:23/03/2024

  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.

  On Thursday, March 21, 2024 my mother had her lawn aerated by Canadian Property Stars while she was not at home. When she got home the male employee asked for $105. She said she didnt ask for this work to be done. He said her husband agreed to have it done last year for this current year. That is not possible because my father is deceased. My mother was shown a spreadsheet with information from last year but nothing from this year. He insisted she pay him. My mother is elderly and felt intimidated by this man so she offered him $100 and he said she needed to pay the full $105. She paid it in order to get him to leave and was not given a receipt. I have emailed the company asking for a full refund. This in my opinion is someone who has taken advantage of an elderly person.

  

  Business Response

  Date: 19/04/2024

  Thank you for your message. After searching through our files, I have not received an email to our *********** ************************************* or a phone call to our *********** ***************) to enter a complaint or request a refund. 

  I'm not entirely sure with the message who the customer is, whether it's ******* or if ******* is the daughter as the name or address is not in our booking system. This tells me it could possibly be a sale at the door. If we can have the correct details clearly provided that would be appreciated. 

  You are more than welcome to follow normal procedures and call our *********** office and we will be able to help you.

   

  Thank you

• Initial Complaint

  Date:12/02/2024

  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.

  On April 17th, 2023, our car ******* Impreza) was legally parked on ********* Crescent across from *********************. Whilst our car was parked, ***************************, an employee of Canadian Property Stars (CPS), accidentally hit our car with a lawn aeration machine whilst aerating a lawn on ********* Crescent. The video we have taken describes what happened with ******* admitting fault he had accidentally bumped the aerator machine directly into the passenger side door of our car, causing a dent. We then met ****** (******** manager contactable on ************) who attended my parents residence close to where the accident happened. He asked us to give him a few days to speak to his head office about a resolution. On April 19th, 2023, we had not heard back from ****** so we sent him a follow up text message. ****** replied with the following text reply (screen shots available should you want to see them): Homeowner sends 3 pics, 3 quotes and description of what happened to *********************************** We sent three quotes to CPS on Monday May 1, 2023. We did not hear back from CPS so started proceedings with our insurance company. On June 17, 2023, *********************** of CPS finally replied to our quotation email with the following message: Hello ******,I apologize for the delayed response and am sorry to hear about the damages to your vehicle. Please proceed with the repairs at ********************. If I can receive an final invoice, I will arrange for payment for the repairs directly with them.Sincerely,*********************** General Manager Canadian Property Stars Head OfficeWe forwarded this message to our insurance provider who has tried multiple times to get in touch. Our insurance company now feels the Canadian Property Stars team is avoiding their calls (and has done so since June 2023). We are awaiting repair of our car (it's been over 10 months now!!). WE can provide video evidence of liability admission if required.

  

  Business Response

  Date: 25/03/2024

  I will be contacting the dealership directly to arrange for the payment of the car repair

  Customer Answer

  Date: 28/03/2024

  Complaint: 21284619
  
  I am rejecting this response - the businesss response is unsatisfactory for the following reasons:
  1) Canadian Property Services first advised that it would arrange directly for payment on June 17, 2023 (following my exchange of text messages with their manager ****** on April 17, 2023, and following my my emails to Canadian Property Services on May 1, 2023 and May 8, 2023). Despite multiple follow-up messages and almost one year elapsing, Canadian Property Services has failed to communicate or arrange any payment.
  

  2) There is no dealership information that Canadian Property Services could make payment to directly - following lack of responsiveness, the file was moved to my insurance company who have also experienced the same lack of responsiveness from Canadian Property Services when trying to contact them.  The process for the insurer is to seek reimbursement from your insurer (see details of a satisfactory response).
  

  A satisfactory response requires CPS to take either following actions with 7 days of this message (March 28, 2024, so action by April 4, 2024) :
  1) Provide particulars of the company insurance policy details, so my insurer can coordinate with them for payment (preferred option); OR
  2) Make actual payment of the damage amount to me directly - the quotation in 2023 was an estimate at that time but we have since had updated quotes.

  To be clear, we are asking for you to provide your company's insurance details by April 4, 2024.

   

  

  Business Response

  Date: 10/04/2024

  I would like to, however they are neglecting the fact that we never received a final invoice. I can't make any payments without final paperwork. We said *****, they said Direct and I have never received an invoice from the repair places or any updated quotes from anyone as described. We are ready to pay for the repairs and insurance was never discussed as an option. They chose to go that route on their own. I have searched through my emails and there are no invoices provided other than the original request that showed both repair shops.
  
  If they can email this invoice, I will make payment. 
  

  Customer Answer

  Date: 20/04/2024

   
  Complaint: 21284619
  
  I am rejecting this response because I need a way to share the invoice that I'm being charged - attached is the repair bill for which I am being charged the deductible.  ********************* has suggested ideally you would provide your business insurance details.  However, failing that, they advised that you can reimburse me the deductible ($1000) as outlined on the attached.

  The car is in my sister in law's name which is why the invoice is detailed to her - if this is an issue, I can get the repair shop to reissue it in my name.  However, if you are willing to reimburse me directly by cheque (*****************************, ***************************************************************************************) or by e-transfer ********************** we can resolve this dispute both with BBB, and through our email correspondence.  Please advise which route is best.

  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/05/2024

  Yes, ****** emailed me and I will be sending a cheque in the amount of $1000 as requested.

  Customer Answer

  Date: 15/05/2024

   
  Complaint: 21284619
  
  I am rejecting this response because I have not yet received any cheque for the $1000 owed. Please can you confirm the date the cheque was sent, and what address it was sent to.  Alternatively, please send an interac e-transfer to my email address: *******************
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 27/05/2024

  I have sent an email to ****** as I just discovered that her cheque was returned to our office. I wasn't aware as I was travelling and in catching up on the mail, I found out late last week. A new cheque has been issued to her.
  

• Initial Complaint

  Date:29/11/2023

  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 March 16 2023, I signed a ********* Agreement with Canadian Property Stars for their ************************** I paid the full $624.75 on **** for the job to be completed in April. They were a no show & no-one called to arrange a mutually agreeable time to complete the work. I have reached out to the company on multiple occasions by phone, email, and registered mail. On October 7, I finally received an email from the General Manager at the head office. I emailed a detailed reply on October 10 asking for copies of their emails and dates of phone calls that were alleged to have been sent to me. My request for a full refund by October 23 has been ignored and I have received no other response from the Company.

  

  Business Response

  Date: 27/12/2023

  Our managers made several attempts to perform this service and, on each occasion, was turned away by the customer. A request for service in the fall was requested and our team performs alll services in October. Once again, our team was turned away. 

  This customer has now been refunded.

  Customer Answer

  Date: 07/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It is completely expected that this unsavoury organisation is determined to behave in a typically reprehensible fashion, identifying Seniors as suitable for their obnoxious business practices. They are ripe for full exposure to all relevant media channels, along with a thorough examination of their business practices both past and present, under close scrutiny from all appropriate legal avenues available to me at my discretion.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:16/11/2023

  Type:Product 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.

  Purchase home window cleaning on-line on July 17, 2023. Order number SH12064. As of this day (Nov 16, 2023) have not had window cleaned. Tried calling number on website ***************), which is their ******* head office, they said they will contact ******* office and never heard back. Now this number is no longer in service. Tried to email company at *********************************** and never received a reply. Just want my money of $292.95 returned as service was never provided

  

  Business Response

  Date: 22/11/2023

  We are sorry to hear that your Window Washing order was not fulfilled. A full refund has been provided.

  Customer Answer

  Date: 30/11/2023

   
  Complaint: 20878723
  
  I am rejecting this response because: 

  The business stated they will refund the money on Nov 22, 2023. As of the time of this response (Nov 30, 2023), I still have not had any refund on my credit card. As BBB will only wait 10 calendar days for a response, I want to document to BBB and this business that I still have not received a refund as of Nov 30, 2023 and I do not currently accept the response made by the business
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/12/2023

  The refund was processed and is submitted through Shopify. We are not entirely sure. how long it takes Shopify to release funds but we were deducted on Nov. 28.  This is not a BBB issue.

• Initial Complaint

  Date:15/11/2023

  Type:Customer Service 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.

  A nice ***************** came by last year to offer us the Black Friday deal. Paid him ****** as we have used their services in the past. They came out twice and did a service but I believe we still have a service that should have been done. I have called numerous times and left messages and have emailed several times to find out the time frame and what service is still pending. No response. Always get a voice mail and no one ever calls back. Last time we will use Property Stars.

  

  Business Response

  Date: 22/11/2023

  Thank you for your message. The Black Friday Special is only available through our email campaign and not with our door to door staff. You purchased the Lawn Rejuvenation Program online through our Black Friday link. This program is a 2 visit Spring ************** The aeration was performed on February 19 and the Dethatching, Fertilization, Seeding and Lime Treatment were completed on April 12, 2023. All services have been honoured.

  Customer Answer

  Date: 24/11/2023

   
  Complaint: 20875674
  
  I am rejecting this response because:
  I am actually satisfied with the response but very unsatisfied that it was only thru BBB that I got a response after emailing and calling many times to the company to ask that question about my services and got NO response by email or call. I won't use Property Stars again because they don't respond to inquiries.
  Sincerely,
  
  *****************

  

  Business Response

  Date: 27/11/2023

  Thank you!

• Initial Complaint

  Date:01/11/2023

  Type:Product 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.

  We paid $255 to Canadian Property Stars on December 10, 2022 for annual ******* of *************************************** Services (Order SH11160). ***********************, general manager, emailed on January 6, 2023 to confirm our address for *******. We replied back with our address on the same day. Since then, we have not had any further contact. They have not come to our house to fulfill the *******. We have tried to email them multiple times and have not received a response. We have tried calling the company but have not been able to get in contact with anyone. We would like a refund as the ******* was not done.

  

  Business Response

  Date: 10/11/2023

  Thank you for your message. We do indeed have your order on file and a request was sent to verify the address on January 6th. We unfortunately do not have a reply on record from a *****************. An email was sent to ***************** with a different email address than this one for a *** ***************. The phone number on this complaint is different from what is on file as well. Looking at our files, we do not see any messages via email or phone to our *********** about the missed service either. 

  Unfortunately, dealing with different names, and contact details can cause confusion for both parties. We are more than happy to push the service to ****. Our ************ services are provided in April.

   

  Thank you, 

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20809692
  
  I am rejecting this response because:
  

  ***************** *** is my legal name which is on my billing information as I paid for the service for *****************. ****** email is the one on file as she is the one receiving the service that I paid for. ***** has responded to confirm the address when the company emailed to confirm the address on January 6. She also emailed on April 3, April 13, May 15, and June 21 asking when the service would be performed. No one responded to any of the emails. We have tried to call multiple times and no one ever answers. We would like a refund. We do not want to wait until next year to find out that no one is coming to fulfill the service again. Please refund. 

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

  

  Business Response

  Date: 22/11/2023

  It is apparent that, despite the fact we have explained in detail how lawn care works, our schedule and intent on further assisting the customer free of charge, the customer refuses to understand. The same information would be provided over the phone or in print, because it's factual.

  A ********* Agreement would have been sent to the customer to lock in the free services in ****, but will no longer be provided and a full refund has been issued.

  Customer Answer

  Date: 29/11/2023

   
  Complaint: 20809692
  
  I am rejecting this response because:

  Your response is completely false and utter nonsense. Your company has never explained in detail how lawn care works because you have never responded to any of our emails and your phone lines never connect to anyone. To accuse me of refusing to understand when there has been no contact from the company, no attempt to schedule and no intent on further assisting us is absolutely ridiculous and false. The fact is we paid for the service in November 2022 and the company did not fulfill the service which should have been completed in 2023. The only contact we had was the company emailing in January 2022 to confirm our address. Since then, there has been no communication from the company, even though we had attempted to reach out multiple times with multiple calls and emails. There has been no ********* Agreement that was sent to us to lock in the free services in 2024. 
  

  I received my refund for the original payment in 2022 for the lawn service that was supposed to be completed in 2023. I am refusing the companys response only to disagree with all the false information they replied with so that other consumers dont fall for the same scam. I will never be doing business with them again. 

  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:22/10/2023

  Type:Sales and Advertising 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.

  October 12, 2023 Door knocker came to our home, and spoke to us about a lawn rejuvenation package after seeing that our lawn had been dug up by raccoons. Charged us $340, paid cash, and service was performed to eliminate issue of raccoons digging up lawn in the future. Next morning, raccoons had dug up lawn again and has done so twice more between Oct 12 and today. Tried to reach the business multiple times, leaving voice-mails, all to no avail. No follow up available and no one to speak to. Our lawn is now worse than it was before their work. After this radio silence, went online to see their reviews, and it's been littered with the same issues: lawn care was ineffective, and no one available for follow up. This seems to be either a scam, or just extremely poor business practice. Either would demand a refund (receipt available) or to have business follow up for remediation.

  

  Business Response

  Date: 01/11/2023

  Thank you for your message. We are sorry to hear that you are continuing to have racoon problems. Please note, that the ************************* is not an animal deterrent  but rather a lawn care service geared towards the removal of.negative elements on your lawn (extra thatch, ***** acidity) and providing healthy high quality products (fertilizer, seed and lime) to aid in improving the growth environment to allow for stronger, healthier grass to grow and thrive. 

  Every lawn is different and some require more work than others. We have hundreds of customers that renew their services annually to ensure the same products are applied each year to keep up with their lawn maintenance. It takes time for the seeds to germinate and products to take effect. This definitely would not happen overnight. Unfortunately, the return of animals the very next day might simply be due to animal habits. 

  Please ensure you are following the after-care watering requirements and continue to monitor the lawn.  As we are no longer operating crews fir the 2023 season, we will be more than happy to return in the spring season to honour our 100% Workmanship Guarantee to inspect and apply any products that might assist. Please email *********************************** to work out arrangments.

   

   

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 20766556
  
  I am rejecting this response because: 

  The person who came to our door suggested this package as a way of DETERRING animals from coming back to dig up our lawn. ****************** claimed that the animals digging up our lawn was doing so due to insect larvae/grubs infesting our lawn. He then recommended this service package to remedy that issue. Clearly this did not work.

  Further, I do not appreciate at all the fact that the issue of NO RESPONSE was not addressed. We have been trying to contact the service provider, a ********************************, and Canadian Property Stars, in the week following this incident and NONE of our inquiries were responded to. This is a negligent and insulting way to run a business, and the fact that this will be addressed in Spring is unacceptable as this will be thrown to the wind and forgotten about by this business far before spring arrives. 

  We were not offered a proper response or a remedy to this situation, and are now seeking a refund for this service provided. 

  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/11/2023

  Yes - this lawn care program will help deter and remedy the issue, but not eradicate the problem. Especially the next day or even within the week! Even the quickest germination of grass seed takes 5-7 days. The health of the lawn and the growth environment needs to be rebuilt to properly deal with these issues. This is a fact of corrective measures of any kind. 

  No we would not "throw this to the. wind" We are simply not performing  these services any longer for this year and will resume our services in Feb/Mar of **** starting with the aeration service. We can arrange for a complete redo of the service free of charge once our season commences. Aeration is the first service we perform in Feb/Mar followed by De-Thatching, Seeding, Fertilization and Lime treatment in April.

  Customer Answer

  Date: 13/11/2023

   
  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,
  
  Shuxi ****

• Initial Complaint

  Date:06/10/2023

  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.

  June 5th. 2023, I paid Canadian Property Stars CDN $898.35 to have my double car driveway repaired, It is now October 6th and the work has not been done. I called 3 times and talked to 3 different people, every single one of them promised to get back to me with a date, it wasn't until September that I got a hold of yet another customer service representative who stated that the work would be done the weekend of September 23rd-25th. also stated that the number she was using was her personal number and that I could call directly with questions **************. the work was not performed and now the number is not working and the main line is not being answered.

  

  Business Response

  Date: 12/10/2023

  Thank you for your message. Unfortunately, we are unable to return to your neighbourhood this season to complete the work. A full refund has been issued.

  Customer Answer

  Date: 17/10/2023

   
  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,
  
  *********************