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

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

  
• 

  Canadian Property Stars

  3 2016 25 Ave NE Calgary, AB T2E 6Z4

• 

  Canadian Property Stars

  100 17885 106A Ave Edmonton, AB T5S 1V8

  
• 

  Canadian Property Stars

  9 -145 Welham Road Barrie, ON L4N 8Y3

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:12/05/2023

  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.

  Agreed to lawn aeration by a door to door salesperson for a total of $70. Was charged $705 for the service. Email (April 28) and multiple voicemails were not responded to (May 1,2,3). When I finally did get through to someone at the accounting extension I was told that she was not in accounting, but that she would forward the issue to the accounting dept to be resolved within the week. When I called back on the fifth business day I was told it could take up to three weeks for refund and that there was no one else I could speak with.
  
  The overcharge of $605 is unacceptable, the service received when disputing a charge is just mind-blowing

  

  Business Response

  Date: 26/05/2023

  After receipt and investigation into Mr. ******'s request, the overcharge was reversed within the allotted timeframe. We do apologize for the clerical error and the money has been returned to his account.

  Customer Answer

  Date: 26/05/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20051019, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  **** *****
  

• Initial Complaint

  Date:10/05/2023

  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.

  I completed an online purchase for lawn aeration services from this company on April 21, 2023, thinking that I would be able to schedule the job after completing payment. Received a text confirmation stating only "you may receive a text when your order is ready". The next day I emailed the company and after several followups from me, they responded saying that they would contact me "when they plan to be in the neighbourhood" to perform the service. I explained that I needed it done immediately and if that wasn't possible, requested to cancel and get a refund. After 6 emails to them and at least 3 calls/messages to their phone number, they are completely ignoring my request to cancel the service. As I explained, it's unacceptable to take a customer's money and then not communicate with them. I also gave them fair warning that I would be contacting *** if they did not respond to my request. I'd simply like to have my money refunded so that I can hire a reputable company to come and perform the service.

• Initial Complaint

  Date:06/05/2023

  Type:Sales and Advertising 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.

  This company approached me for lawn aeration, which I paid cash. I then entered into a contract for services (Star Plan Pro) for Spring, Summer and Fall services. They never showed up when they were scheduled. They have not returned my calls. They have not returned my emails. I cancelled the contract under the terms set out under "Consumer's Right to Cancel" by email and received no response.

  

  Business Response

  Date: 26/05/2023

  Thank you for your message. Your property is definitely on file to be serviced. We will have our Surrey location reach out to you directly.

• Initial Complaint

  Date:02/05/2023

  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.

  I paid for a spring lawn rejuvenation service back in November. I have received the lawn aeration service but nothing else. I have tried to contact the company numerous times and emailed them multiple times but they fail to get back to me. I want a refund for the services that haven't been provided, but it is impossible to get in touch with this company.

  

  Business Response

  Date: 25/05/2023

  Thank you for your message. The request for a refund has been nullified as the customer has opened a chargeback.

  Customer Answer

  Date: 26/05/2023

  
  
  Complaint: 20009096
  
  
  
  I am rejecting this response because:

  After zero response from the company after many attempts to contact them I had no further options but to try and reclaim my money from my credit card company. To date I have not received any money back. If a company takes money for a service and does not carry out that service and then does not reply to numerous attempts to contact them what options does a person have to try and reclaim the money owed to them, so to nullify a refund makes no sense when zero compensation has been received. Their business practices are appalling and unprofessional and they should be reported as I attempting to do now. If your company has any influence over this company I urge you to use it and remove them from your register after all isn’t that the purpose of the ***.

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

  

  Business Response

  Date: 12/06/2023

  When chargeback is opened, the consumer must wait for the allotted timeframe for a refund to be completed. We unfortunately do not have any control over how long that process takes. The company does incur additional fees so if ****** wants us to pay more, we are.  The refund was in progress and ****** chose to go a different route. If ****** cancels the chargeback, I will complete the refund on our end. We would need to be informed of the cancelled chargeback and then I can proceed.
  
  Thank you, 
  
  Canadian Property Stars – Head Office
  

  
  

  Customer Answer

  Date: 12/06/2023

  
  
  Complaint: 20009096
  
  
  
  I am rejecting this response because:

  I clearly informed Canadian Property Stars, via telephone message and email that if I did not receive a response to my complaint, I would be forced to pursue a refund through my credit card company.  Since, I have had no communication from CPS, whatsoever, I fail to see how I was to know that a refund was in progress.  I am not prepared to cancel the chargeback because I have no guarantees that CPS would process the refund. If I was to inform them that I had cancelled the chargeback, given my experience so far, I would expect to have no further word from the company and I would be back to square one.

  I would be grateful if you could pass on my comments, since I am unable to get any response from this company.

  Sincerely

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

• Initial Complaint

  Date:28/04/2023

  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 Friday, April 7th, a man named ****** performed (along with another man) some services to our front and back lawn. These services included core aeration, fertilizer, over seeding, lime treatment and power raking/de thatching. I was told that they would remove all the moss, clean it up, and then prepare the grass to over seed for the grass to grow in fully. All I was to have to do is water the grass 20 mins in the morning for 3 weeks. I was informed I was able to pay by ****. However, when they showed up after 8pm to collect payment I was told they could not accept **** and I had to give them a cheque. I did this and the cheque was cashed by Canadian Property Stars on April 11th. As the sun was setting on April 7th when they came for collection I inspected the grass the next day in the daylight and was surprised to see how much moss was left in the grass. As we know, grass will not grow over moss very well.
  On April 9th I emailed Canadian Property Stars (CPS) letting them know of the concern. On April 11th the general manager, **** *******, returned my email asking me for my phone number. She contacted me the next day and didn't have a record that my lawn was serviced. However, she collected some information from me and told me that the guys who serviced the lawn would come back in two weeks to do it again. I was told I would hear from them by April 24th at the latest. On April 24th, I emailed CPS again letting them know I had not heard anything and asked for them to contact me. I did not hear back. On Wednesday, April 26th I emailed CPS again to follow up. I did not hear back. Early today (Friday, April 28th) I called. I was informed by the automated message that they were busy and to leave a message. As they are now closed and I did not hear from them I am unhappy and believe I've given them every opportunity to come back and fix what they said they would. With Spring moving along time is of the essence. At this point I can move forward without them. However, I would like to have some money refunded for what they could not perform properly.

  

  Business Response

  Date: 25/05/2023

  Mr. ******* has been placed on file for a manager to return to the his property. We will ensure our Surrey location follows up on this matter

  Customer Answer

  Date: 25/05/2023

  
  
  Complaint: 19996238
  
  
  
  I am rejecting this response because:
  
   
  I did receive an email on Saturday, May 20th at 8:12pm letting me know that someone would be coming by the next day. Two young guys stopped by Sunday morning and were trying to figure out what they were doing!  I let them know I hadn’t heard from anyone in 4+ weeks so moved forward and had my moss removed etc. I told them to let their manager know. I then saw the email that was sent the night before (mentioned above) and I emailed back the person, **** *., who shows as head of admin and hr mgr. I told him what happened and asked for someone who can help rectify the complaint. To date I have had no response from him. This pattern of not communicating in a timely manner is the main reason we are in this situation!  I would still like to see a partial refund at this point.  I would also simply like to have someone with the authority to make this happen contact me. 
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 12/06/2023

  
  Mr. ******* was placed on our redo list and entered into the schedule for a return visit complete the service. Redos are usually addressed in approximately 3-4 weeks based on the rotation of service zones. From my understanding, the service location sent out the email notification for service and our team showed up and completed the job. Mr. ******* allowed the work to be completed and is still requesting a refund which doesn’t apply since our service location provided notification based on their arrival in his neighbourhood. It does take time to return to neighbourhoods as we have to address all of our customers in a systematic fashion.
  
  Thank you 
  
  Canadian Property Stars – Head Office
  

  
  

  Customer Answer

  Date: 13/06/2023

  
  
  Complaint: 19996238
  
  
  
  I am rejecting this response because:

  The response they have given is both contradictory and false.  

  The comment made that "redo's" are done within 3-4 weeks shows me they didn't live up to their promise.  As outlined in a previous email (May 25th) after I spoke with CPS (****) no one showed up on the date she said they would!  I emailed **** at CPS on April 24th (the day I was told they would be there and received no response.  Weeks later, on May 20th, (I would point out this was AFTER my *** complaint) I received an email from CPS saying they would be by the next day.  A few young guys did show up the next morning but, DID NOT perform any services.  They were trying to figure out what to do by reading the paper instructions they had.  In addition, since it had been well over the 4 weeks since I had heard from anybody (even after emails and phone calls from me) I had proceeded with having my grass taken care of by someone else.  

  There was no way I could have possibly known that CPS were going to come back as they didn't show up when they were supposed to and no one at CPS ever returned an email or phone call during this time that I was waiting?  In the CPS response it states that they contacted me and showed up and completed the job.  This is NOT true.  As I stated I received an email on May 20th (5 and 1/2 weeks after I spoke with ****).  But, they are failing to address the major issue.  That no one contacted me, returned a call, or returned an email between April 12th and May 20th?  There was simply no way for me to know that anyone would ever get back to me!  

  So, I am still asking for half the money in a refund.  I think I'm being very fair and meeting in the middle.  I don't think I would be out of line asking for a full refund under the circumstance!  But, I am trying to meet in the middle.

  I am happy to connect on the phone with the three parties, ***, CPS and myself to discuss this matter if that is helpful and welcomed by the other party and ***.  

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

  

  Business Response

  Date: 26/06/2023

  For ***** *******, although I have never actually spoken to him, I have issued him a refund for the service. He receive it in approximately 4 business days.
  
  Thank you, 
  

  Customer Answer

  Date: 26/06/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19996238, and find that this resolution is satisfactory to me as long as the refund is received by me as they have stated it will sometime in the next 4 days or so. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Customer Answer

  Date: 17/07/2023

  
  
  Complaint: 19996238
  
  
  
  I am rejecting this response because:

  On June 26th the business (Canadian property stars) responded to my complaint that they were issuing a refund and it would arrive within 4 business days. I replied that this was satisfactory. However, I have not received the refund from them?  I paid by a cheque and I would assume they would send me a cheque or directly send the refund to the bank directly to the account on the cheque. However, tomorrow is 3 weeks since they said a refund was on its way. 

  Are you able to follow up with them?

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

• Initial Complaint

  Date:21/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 15, 2023 at 11:30 am, a CPS employee trespassed on to my yard and began unauthorized aeration work. This happened last year as well. Last year I told the employee to leave my property. The fence was on my property, the sidewalk, front door step and flower bed are my property. Leave.
  
  Next door, *** ****** ** used CPS both years. I have never used them.
  
  I emailed on April 17, phoned the Ottawa number on April 18, 19 and 20, leaving a message all three calls. NO RESPONSE. They do not answer their phones. I tried calling the Calgary number, not even a vm pick up.
  
  I wanted to know: 1, if the homeowners at *** told the employee to trespass on my property to aerate or 2. if the employee is so poorly trained that a fence, sidewalk and font pavers delineating my lawn from the public walk were invisible.
  
  This is an unacceptable invasion and defacement of my property and pitiful customer service to never respond. Last year my arborist said the guy did damage to surface roots. Time will tell what damage was done this time. Besides to the lawn itself.
  
  I told them if I did not hear back I will be contacting City of Airdrie licensing, Municipal Enforcement and the RCMP re criminal mischief. Still no response. I asked two questions. Politely. Dead silence. I have the complete videos and their signage. Included is a screen shot from one video. Clearly MY property. They just don’t care.
  
  Disgusting,
  
  Other customers need to know how poorly they treat people. What little regard for other people’sproperty this company has. They invade my property and can’t be bothered to answer an email or three voice messages asking two simple questions.
  
  Maybe this will get their attention. This, or the next legal steps.

  

  Business Response

  Date: 25/05/2023

  Thank you for your message. After looking back into our booking files, your property was aerated in error. I will be taking this matter up with my Calgary management team to ensure that this does not happen in the future. Thank you for bringing this to my attention and this will be dealt with.

  Customer Answer

  Date: 25/05/2023

  
  
  Complaint: 19964895
  
  
  
  I am rejecting this response because: I had asked who ordered my property be aerated. Simple question. The neighbour or a boss. They did not answer, just admitted that it was a mistake. Of course it was.
  

  They did not acknowledge that any of my five previous attempts to contact them via email and phone were ignored and that the Calgary number didn’t even go to  voicemail. I had to involve ** to get a response a month later and I had to resort to getting the RCMP involved. Even then, the HR person simply said they fired the entire team in my area. She said she would attempt to contact the boy who aerated my property to find out who told him to trespass and do my property. She said my property was NOT on record to be gone yet this response said it was?!!
  

   She called me back with a lousy attitude saying she couldn’t get ahold of him so basically, too bad so sad for my finding out who ordered him to trespass and do my side of the fence line for the SECOND year in a row. 

  Stay away from this company. They dodge caller concerns, hire such poor managers they have to fire them all after a few weeks as well as their ‘contractors’ They say the kids are well trained not to trespass BUT THIS HAS HAPPENED FOR TWO YEARS. I just wanted to know who told these kids to trespass and got the run around and brush off. 

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

• Initial Complaint

  Date:20/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Canadian Property Stars arrived at my home in Durham Region (ON) on April 10 2023, canvassing for core aeration. I retained them to perform the aeration for $110 on the spot. As a result I now have thousands in damages and the company will not respond to my repeated attempts to contact them regarding repair.
  
  Details of incident:
  - The operator (******) entered on to my neighbours' property apparently unaware of the obvious fence line. He then got the machine stuck in multiple locations burrowing deeply into the ground and completely destroying those areas.
  
  - Worse, ****** drove the machine over my interlock stones with the blades fully engaged and in motion, causing thousands in damage as they made contact with the stones, scraping and gouging along the way.
  
  - ****** acknowledged the damage, advising it was his first day on the job and that he had only performed one aeration before, ever. He was very apologetic. The Supervisor (**** **) was called who also acknowledged the damage and said I needed to call General Manager **** ******* at Canadian Property Stars head office to seek reimbursement. Almost comically, ****** still tried to collect the service fee of $110 despite having caused thousands in damage to my property.
  
  - I have called, left voicemails, emailed, sent FB messages, even faxed multiple times over the last 12 days, all on record. There has been no response from this company whatsoever.
  - On two occasions an employee by the name of *** did answer the phone and acknowledged that mgmt. was aware of the incident, and would follow up.
  
  - Despite this, no one has communicated with me in away way. I have addressed communications to GM **** ******* and *** *** *******. No response at all from anyone in the organization.
  
  - At this rate, it appears the matter will go to court since no one will agree to speak with me. Based on evidence it will be a clear award in my favour. Perhaps someone will respond to this complaint on *** so we can avoid that, I remain open to discuss if someone will respond to me.

  

  Business Response

  Date: 25/05/2023

  Canadian Property Stars has been in contact with Mr. ***** and has explained/proceeded with our damage protocol. Upon receipt of repair quotes, we provided Mr. ***** with the next steps. A company was selected to make the repairs and payment was arranged. We informed him that the repair bill will be paid for by Canadian Property Stars, as per our company policy, directly to the company completing the repairs. This is ensure that no financial hardship is undertaken by the customer. This was refused by Mr. ***** as he wanted payment sent to him directly although no work or payment had been made. Customers are usually appreciative to not have to spend their own money in a damage situation. Although the repair company was prepared to receive this payment and proceed with the work, this process is now on hold.

  Customer Answer

  Date: 25/05/2023

  
  
  Complaint: 19961748
  
  
  
  I am rejecting this response because:
  

  There are serious omissions
  with the above statement from this disreputable and poorly reviewed company. After
  multiple weeks of being ignored (15 emails, 11 phone calls and various social
  media contacts), Canadian Property Stars did finally respond, but only after I
  obtained and emailed the *** directly. They were provided 3 estimates to quantify
  the value of the damage and a further two weeks to make payment directly, for a
  total of 6 weeks since the incident occurred. They have refused and continue to
  refuse any payment to us whatsoever for the damage they incurred.

  Instead, they contacted a landscaper
  directly and attempted to authorize the repair work on our property by stating
  that it was approved by the homeowner, when we had expressly disapproved of
  this approach in advance.
  The work is not “on hold” as
  they state. It was never started or approved because Canadian Property Stars is
  refusing to pay us for the damage (in any amount) so that we may have it repaired
  by a reputable company, in a reasonable time, at a sensible cost.  

  Their response also claims
  that their policy is to pay a third party in-directly, and not the customer who
  has incurred damage. This is a bizarre policy, one which I can only speculate is
  in place so that Canadian Property Stars can submit underhanded tax write off’s
  on damage repairs completed to their customers’ properties.  Any reputable company would process such a
  claim through their insurance company, not insist on paying a third party of
  their choosing to do the repair work on their terms.
  Due to the lack of communication,
  lack of customer centricity, and obvious poor management of Canadian Property
  Stars, it is clear to me that they struggle to operate at even the most basic
  level. It is not reasonable for us to accept their offer in which they will have
  oversight, communication and direct influence over the repair company that they
  have selected. As has been our position since day one, we are only looking to
  be compensated for the cost to repair the damage as estimated by 3 independent quotes.

  
  In my last communication with
  the ***, he advised that he would only pay us for damages if instructed by the court. We are
  currently in the process of filing a small claims court docket. The aggravation
  of this situation is mind boggling.

  Future Learnings for other
  potential customers:
  -Do your research. CPS has poor reviews on google and ***. There is a reason for this.
  -Stay well clear of this business and consider yourself lucky

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

• Initial Complaint

  Date:28/02/2023

  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.

  Hi there,
  
  I have attempted to contact this company several times to request a refund for a service that was not provided, yet billed for. They are no longer responding to my voicemails or emails. This company came door-to-door offering lawn care services. They offered to aerate our lawn for $70, which I paid for via e-transfer. Once the service was completed, they spoke to me about other services they offer. I let them know I was interested in the golf course service, and the employee said I could "pre-book" this, but that nothing would be billed until the service was rendered. I confirmed this with him several times prior to filling out the form with my credit card information. I was informed that they just needed the information so that if they came in to complete the service, and if I was not home at the time, they could bill.
  The following day, I received notification that the full amount had been taken out of my credit card. I then left them several messages to let them know that this was not what they had told me, and that they had assured me several times that I would not be billed. I eventually got a call back saying that they would refund my credit card and send me an email to confirm this. It has been over two weeks, and I still have not received an email from them. I have left them 3 additional messages and no one has called me back.
  Additionally, the paper I filled out categorically states that they would only bill for services that are 1.) scheduled and 2.) rendered within 30 days. This service was meant to take place in June/July, which is much more than 30 days. Their contract also clearly states that I have the right to cancel the service and receive a full refund within 15 days. This has also not happened. I also called them immediately after my credit card was charged to complain, which was well within the 10 days stated on their contract for me to cancel.
  I would like to be refunded and an email provided confirming this.
  Thank you,
  ******

  

  Business Response

  Date: 12/04/2023

  Thank you for the message. Ms. ****'s refund was processed on March 7th. It was returned to the credit card originally used to make the payment.

• Initial Complaint

  Date:16/12/2022

  Type:Sales and Advertising 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 contacted Canadian Property Stars on August 16, 2022 to seal our driveway. Initial communication was very confusing - we booked online and received an automated email directing us to book online. After multiple attempts I was able to contact someone who confirmed that they had received the request (which I had assumed as they had already charged the credit card) and that someone would be in contact to seal the driveway. When someone finally came out to do the work, we were very disappointed - the sealing job isn't particularly good as there are ridges in the sealant, presumably from where it was applied too thickly, that look like drip marks (on a horizontal surface, which is odd), as well as over spray issues. We also noticed that the driveway was VERY slippery. We assumed that the slipperiness of the driveway would fade after a few weeks but it has not - any water (rain or even from watering the flower beds) or snow of any kind and our driveway is a death trap. After 3 months we assumed that it would no longer be so slippery. I have emailed them looking for solutions and they haven't responded. I have called but as many other commenters and reviewers online have mentioned, they haven't activated their voicemail and don't answer the phone.
  
  It's not just that the driveway sealing is a poor job (I had accepted that and shrugged it off with an assumption that I would just never use them again) it's that now we have a far more dangerous driveway than before. I guarantee we will fall a few times this winter while trying to shovel, but my bigger concern is a delivery driver or mail carrier getting injured and suing us for the failures of this company.
  
  I am looking for a response from the company with some kind of a solution for the fact that the poor sealing job has made our driveway dangerous for everyone walking on it.

  

  Business Response

  Date: 07/02/2023

  Thank you for your message. We are sorry to hear that your driveway is slippery. Unfortunately, some driveways do become slippery based on the threshold of how much sealant it can take. Please call our Head Office at ************** and we will be able to place you on file for an inspection when our Sealing Season commences. During the winter months, we advise to use sand and salt to provide a better grip on the driveway.

  Customer Answer

  Date: 08/02/2023

  
  
  Complaint: 18598504
  
  
  
  I am rejecting this response because: Nothing can be done until the spring. Given that there was absolutely no communication from the business over several months, I am not willing to believe it will be resolved in the spring either. The response seems to suggest that it's fine for my driveway to be extremely slippery (dangerously so) after sealing and that I should just put salt down on it (which clearly doesn't work in the rain as it just washes away). If, in the spring, someone actually comes out and investigates the driveway and provides any kind of resolution, I will consider accepting the response then. In the meantime, if Canadian Property Stars chooses to take another "extended vacation" (their words to explain why there was no communication for several months) I highly recommend that they consider getting a voicemail and putting that information on it, and adding an auto-reply to their email account. I will re-evaluate the situation if I ever hear back from the company in the spring.
  
  
  
  Sincerely,
  
  ***** *********
  

• Initial Complaint

  Date:12/12/2022

  Type:Billing 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.

  Last Spring (2022) we arrived at our house and noticed someone working on our lawn. We asked them where they were from and they said Canadian property stars and that we had signed up for an autorenew service. We said we didn't and they could not show us proof of the work order. However, they had finished the service and required payment. We felt bad for the worker and so we paid the service on our credit card and told them to cancel our service for the future. Fast forward to this month. We have received about 10-15 emails letting us know our service is on auto renew with the credit card. We did not authorize this company to use our card. I have phoned 6 times and emailed 3 times asking our service to be cancelled and to confirm it has been. I have had zero response from the company and more emails letting us know I am on auto renew. We have moved out of our house, and we have tenants living there, so we do not approve (nor do our tenants approve) this service so we need to ensure it is cancelled. They will not cancel it. This is very fraudulent as the company used our card we paid with for a service we didn't approve and then put our card on file for future services that we don't want and now is refusing to cancel it. To top it off, I have requested to be removed from their mailing list and they have not removed me either. All I am asking for is this auto renew to be cancelled and them to confirm it is cancelled so they don't just show up like they did un authorized to perform the work as well as to stop contacting me. Neither of which they are doing. And they have my credit card so they can just charge it even though I am not authorizing it for payment.

  

  Business Response

  Date: 08/02/2023

  Canadian Property Stars does not automatically renew our customers, nor do we keep credit cards on file for future use.  Mr. **** simply had reply to the email he received and would have received this same response. Unfortunately, I do not see any replies from him in our email system. The annual Black Friday and Cyber Monday sale we run for our customers is quite clearly described as an opportunity to renew. The decision lies completely in the hands of the customers. They are required to click on the link and physically enter their own address and card information to make a purchase. Nothing is automatic. We have thousands of customers who renew each year and pay by credit card and are always asked to provide their information again as we do not have files of credit card numbers for the sake of security. 
  
  There will be no renewal for Mr. **** unless he himself indicates he wishes to have the aeration service performed this season.
  
  Thank you, 
  
  
  **** *******
  ******* *******
  Canadian Property Stars – Head Office
  

  
  

  Customer Answer

  Date: 08/02/2023

  Hello ****,
  
  I have called and left multiple messages, sent multiple emails.  I also have requested to unsubscribe about a half dozen times and continually receive emails from you.  There is something clearly wrong with your system.
  
  Last year, you had a worker show up to our property, and they were doing the work when I arrived home.  I said I didn’t approve it, but they said they just received the notice from head office.  They had already done the work and so I felt bad for the worker and paid him even though we didn’t order the work.  The worker also left the gate open and our rabbit got out.  So you can see why I was so concerned about you just showing up to the property this year.
  
  Please delete us from your system, please remove me from all of your contact lists and I will be satisfied.
  
  Thank you,
  ***** *** ****** ****
  

  
  

  

  Business Response

  Date: 08/02/2023

  Your property was serviced last year as a result of an over the phone booking with one of our managers, ****, on January 22 at 3:11pm. Every pre-season (Jan-Mar), we reach out to our customers to inquire if they wish to have service completed again in the upcoming season. This is the only reason why we would have sent a contractor to perform the work. If there was a miscommunication, I apologize.

   

  I will ensure that your information is removed from our database.

   

  Sincerely,

   

   

  **** *******

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

  Canadian Property Stars – Head Office

   

  Customer Answer

  Date: 10/02/2023

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18561411, and find that this resolution is satisfactory to me as long as they actually remove me from the email list and do not show up at my residence this spring.
  
  
  
  Sincerely,
  
  
  
  ***** ****