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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Initial Complaint
Date:13/06/2023
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.
A representative from Canadian Property Stars came to the door and offered a Lawn Rejuvination Package including aeration, weed control and fertilizer. Our front lawn was in poor shape after recently purchasing the house and it needed some attention, so I agreed.
********, the representative, said he could so it right there and then for cash. It was about $300.
I was in the middle of something when he completed the work, so I did not have the chance to inspect the work, but trusting that he had done what he said he would do, I paid him and he went on his way.
Upon closer inspection, there were still weeds, the fertilizer was sparse, and ultimately, the lawn did not "rejuvinate" as promised.
I learned later that this representative had been dismissed from his role at the company and I have called repeatedly to seek a solution.
At one point, I actually spoke to a real human at the other end who said they'd look into it, but since, I have heard nothing.
I've tried calling the local number for the business and the voice mailbox has been full each time.
Business Response
Date: 25/06/2023
As our local office is closed for the season, they will be unable to answer the phone. Please call our Head Office at ************** and we will be able to work out the best solution.Initial Complaint
Date:06/06/2023
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 April 24th, 2023 this company was in my neighbourhood offering Core Aeration, I hired the service for my front and back yard. The guy hit the corner of the garage causing damage to the siding and flashing. He left without mentioning the incident, I had to drive around looking for him. The manager ***** came to take pictures and assured me that he emailed the insurance company to repair the damage. It is been 6 weeks without any contact from the company, when I called the office in Edmonton they excused saying that is a head office issue. I called the head office in Ontario and they never contacted me. They don't return my calls.Business Response
Date: 25/06/2023
Thank you for your message. We have received the report from our manager on site. As per damage protocol, we are awaiting 3 pictures and 3 quotes for repair from the customer to proceed forward with the damage claim. This information can be sent to ***********************************.Initial Complaint
Date:04/06/2023
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.
We have been using this companies aeration service for several years with no issues in the past however this year we paid in December $150 to renew the aeration service and even received an email confirming they would provide the service in April or May but no one has shown up. We have emailed with no response and called with never an answer. We want our money back.Initial Complaint
Date:31/05/2023
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.
Incident occurred May 29th 2023.
We paid them a total of $125 to aerate and power rake the front lawn. Two employees presented themselves selling this service to local homes in the area. The workers ran their machine on the front lawn of our home, but did an absolutely terrible job and destroyed the front yard. They ripped large swaths of grass from the lawn all over the yard, and also ran the machine right through flower beds, destroyed hundreds of dollars’ worth of plants and flowers. We are now on the hook to replace the front grass by re-sodding, and the flower gardens which were just purchased and planted for the season. Attempts to reach the business countless times via email have not been answered. Multiple phone calls have been placed to the office phone number during business hours. The call always goes to voicemail and have not been returned. This business is clearly fraudulent.Business Response
Date: 25/06/2023
Unfortunately, we did not receive this information at our Head Office. We will refund the payment via cheque. The refund should arrive in approximately 4 business days based on ****** **** delivery times.Customer Answer
Date: 27/06/2023
****** ******** *******
I have reviewed the response made by the business in reference to complaint ID 20127710, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
Date:31/05/2023
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 paid for aerating services last December 2022 and expected to be contacted this spring 2023. Nothing has happened after trying to get a response from the 3 times by email.
I would like a refund of my $50. I no longer what to deal with this company. I don't think they are reputable any more.Business Response
Date: 25/06/2023
We have been in contact with Ms. ****** and have processed her refund.Customer Answer
Date: 27/06/2023
****** ******** *******
I have reviewed the response made by the business in reference to complaint ID 20125251, and find that this resolution is satisfactory to me.The refund has been made and deposited into my bank account. I am just sorry this company is in trouble completing commitment. I have been using them for many years here and in Ottawa.
Sincerely,
****** ******Initial Complaint
Date:30/05/2023
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.
Responded to a winter email promotion for aeration. Credit card was charged on April 12 and it is now May 30 and the job has not been completed.
I have sent emails and left voice messages with the company but have had no responses. When I call the company, the agents are always busy and I get sent to voicemail.
I would just like the service completed but fear this may not happen when I can't communicate with the company.Business Response
Date: 25/06/2023
Thank you for your message. Unfortunately, our aeration season is over and we are unable to provide the service. We have processed the refund for you and you should receive your money back on the card you provided soon. We apologize for the inconvenience.Customer Answer
Date: 26/06/2023
****** ******** *******
I have reviewed the response made by the business in reference to complaint ID 20119336, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
Date:30/05/2023
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.
We signed up online to get driveway resealed on May 22nd for $249.00. It advised we would get a confirmation email, we never have. The amount is already charged to our credit card. We have both emailed and phoned numerous times with no answer. We originally spoke to a woman before we purchased when we questioned why it was so slippery last time. We could not have anyone walk on it when it snowed even with salt!, for fear of injury. She was to get back to us…nothing. We have now read below, we are not the only ones with this problem. The only resolution we want now is a refund and no sealing done!Business Response
Date: 25/06/2023
Thank you for your message. Upon purchase, all customers receive an email confirmation which states clearly that we will contact the customer 24-48 hours prior to service. Our Driveway Sealing season is a summer based, weather-dependent service. The purchase was made just before our season started and the service location will email/call 24-48 in advance to our arrival in the neighbourhood.Customer Answer
Date: 30/06/2023
Complaint: 20118757
I am rejecting this response because: when we paid 6 weeks ago we expected work to be done by now. We worry because last time they did it in the fall, we could not walk on our driveway all winter, it was treacherous! And my husband had just had a hip replacement. We talked to the Hamilton office and they were to get back to us why this was the case. They never did, and they never answer the phone when you call. Since then we have seen that other people have complained online about the same thing. Since we had already paid we hoped that if it was done in early spring, winter surface might be better. Six weeks in, no sign of them. We would really just at this point like a refund. Really disappointed in this whole process!
Sincerely,
******* ******Initial Complaint
Date:24/05/2023
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.
Purchased the Golf Course Package lawn service on March 27, 2023. $288.75
Representative ***** ********.
Canadian Property Stars cashed our cheque on April 6, 2023
No service has rendered, and it is now to late in the season.
I phoned their toll free number and have left 3 - 4 voice mails to call me.
No returned calls. May 17, 19, 23.
Sent two messages via their website. No replys
I want a full refund as soon as possible.Business Response
Date: 12/06/2023
Mr. *****'s request for a refund was entered in our system on May 30 and will receive his refund the week of June 12th. Well within our 2-3 week (10-15 business days) timeline for refund processing. He can expect to see his refund by the end of the week based on ****** **** delivery times.
Customer Answer
Date: 23/06/2023
Property stars has reimbursed me the full amount.
You can close my case #.
thanks,
*** *****
Initial Complaint
Date:24/05/2023
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 can get no response from Canadian Property Stars. I prepaid for service but did not receive any service. No reply to email. No reply to phone call. I see others have had trouble with this lack of communication.Business Response
Date: 12/06/2023
Thank you for your message. When our Head Office Rep returned the phone call, the customer hung up the phone and no further communications is documented. Mr. ****** is more than welcome to call our Head Office to discuss his concerns.Customer Answer
Date: 12/06/2023
Complaint: 20099676
I am rejecting this response because:I have made several attempts to contact them by phone and email.
They have stolen my money taking advance payment and providing no service.
Why have they not responded by email or phoned again?
Sincerely,
**** ******Business Response
Date: 26/06/2023
I’m not sure how we can help the customer when he hangs up the phone on our representatives. It not an outrageous request to ask him to call back and communicate. I’m not entirely sure what service he calling about, but as with all of our services that are prepaid, the customer receives an email stating that we will call them 24-48 hours in advance of the service.
Thanks!Customer Answer
Date: 27/06/2023
Complaint: 20099676
I am rejecting this response because: I have made numerous attempts to contact by email and telephone. I have received NO contact. It is ridiculous to pretend that I hung up once and that’s that. They have my address, telephone number and email. Why has there been no further attempt at contact?Furthermore, the service I paid for was lawn aeration in the Spring. It is ridiculous to pretend that contact and subsequent service is imminent.
This company is having ‘fun’ at our expense by continuing this charade. They have taken my pre-payment and not provided the service. Where I live this is called theft.
Sincerely,
**** ******Customer Answer
Date: 22/08/2023
I was finally able to connect with a human at Canadian Property Stars 3 weeks ago.
TODAY A CHEQUE ARRIVED!
I am still picking myself off the floor.
I will donate it to Amnesty International to help with the situation in Ukraine.
Thanks for all your help,
Best,
****Initial Complaint
Date:18/05/2023
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 the 14th of March, 2023 a man came to my door offering to aerate my lawn for $80. I agreed to have it done. Afterwards he offered a lawn rejuvenation package to me to be done late April, early May. I agreed, he brought out a contract. From the contract I saw that he worked for Canadian Property Stars. I had assumed he had his own business. I did go ahead and sign the contract and gave my credit card information. My credit card was going to be charged $519.75. After he left I Googled Canadian Property Stars and was very dismayed to find many negative reviews. I decided to cancel the service hoping to do so before my credit card was charged. I called the company and spoke to an agent requesting my agreement for service be cancelled. The agent assured me it would be. With the poor reviews I read about this company in mind I wrote a letter the very next day, March 15th, requesting service to my property be cancelled and sent it to their office by registered mail.
Unfortunately on Friday, March 17th, 2023 Canadian Property Stars charged $519.75 to my credit card, my efforts to cancel hadn’t succeeded. Since then I have phoned and left messages through the contact option on the company’s website. I have never heard back regarding my email messages and I have only been lucky enough to get one return call from an agent and get through two other times after numerous attempts. I have been told I will be refunded but I still haven’t been. Yesterday, the agent I finally got through to was going to talk to her supervisor and get back to me by phone or text. I have heard nothing back. I feel like this company is stonewalling me and basically robbing me. I also feel like I have no other option open to me to get my money back from Canadian Property Stars and would really appreciate help from the ***.
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