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.
If you've experienced an issue
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:14/10/2022
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 05/07/2022 an employee of Canadian Property Stars was on our street aerating lawns, We asked for them to aerate our lawn and dethatch the lawn. The employee gave us a deal for $275 for the aeration job and for the dethatching and also advised us that only the aeration would be completed on 05/07/2022 and that the company would return within 4 weeks to complete the dethatching job. I agreed and paid them the full amount for both jobs as per the invoice. After roughly 4 weeks I called Canadian property stars to inquire about the dethatching job as no one had returned to perform this service. They advised that due to the rain we had been getting the workers were behind schedule and should have our house completed in the next 2 weeks. Again no one showed after two weeks. Finally on 07/19/2022 at 13:33 I called again. Since no one had still been to our house to perform the dethatching job I asked for a refund only for the amount of the dethatching job which as per their invoice is $175, they agreed to reimburse us and advised we would get a notification email sent to us when the refund was issued but could take up to 4 weeks. I have now been calling numerous times per day as this refund has not been sent nor have I received an email stating it was sent and am unable to get through to them even after leaving voice mail they will not return my call. I do not wish for a full refund just a refund in the amount for the services that were not performed but am unable to get that. The lady I talked to was named Sheryll (not sure if that is how you spell it as I did not ask for the spelling)
Business Response
Date: 18/10/2022
The information on ********* file is that we can not locate the payment to provide a refund. He will need to send the copy of the transaction to [email protected] so we can move forward with a refundInitial Complaint
Date:27/09/2022
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.
Canadian Property Stars provided aeration services on my yard. An employee fell through my window breaking the glass. I was assured in April that the company would repair the glass if i provided 2 quotes. I have attempted to contact the company over 15 times through their website and to try to leave a voice mail.
I would like for a leader in the company to respond to my quetions and refund the cost of replacing the window.Business Response
Date: 05/10/2022
Thank you **** for your communication. Unfortunately, we have not received your email. Please email [email protected] with the information you have.
Customer Answer
Date: 09/10/2022
********** ********
I am rejecting this response because: the company has not responded to my follow up enquiry. i am willing to reconsider when they do.
Sincerely,
**** ******Business Response
Date: 13/10/2022
It doesn't really make sense to reject a response when the client replies on a Sunday. Our Head Office is open Monday to Friday 9am-5pm and Monday Oct. 10 was a public holiday being that it was Thanksgiving. Mr. ****** has been replied to when the office was open once again and compensation has been out.
Thank you,
Initial Complaint
Date:02/09/2022
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.
May 31, placed an online order for Seal Star Plus (driveway sealant with cracks) and paid $212.44 with MC.
August 11, Technician came and applied only sealant to the driveway at around 6:20pm. I told the technician that I also expect some cracks to be fixed but technician said, he is not equipped with cracks repair.
So, I immediately called Scarborough office that day to complain that my service is incomplete and that it should include cracks repair which was not done. After a long conversation between the Technician and Scarborough Office, I was told to email Head Office to request for a refund.
Sent an email to Head Office on August 11 evening.
August 12 - Got a call back from *** (Head Office) and said that another Technician will come over on Aug 13 to finish the job.
August 13 - I called the Head Office again and spoke to **** to ask when the other technician will come over to finish the job. He said that driveway sealing services are done until August 31 so, I should just wait for a call to notify me of the service date. No notification call was received.
So, I placed several more phone calls on August 23, 24, 30 and 31 to their Head Office number but no call back was received either.
The Canadian Property Stars service days have ended on August 31 and at this point, I just want to get a refund of $36.16 ($32+HST) for the difference of the service between Seal Star ($156+HST) and Seal Star Plus (188+HST) which I ordered.Business Response
Date: 04/09/2022
We are in communication with Ms. *****. She has been informed that our Ontario locations were on an annual road trip for the last two weeks of August and in-city operations have resumed. Our Toronto location will contact Ms. ***** to arrange the completion of the work.Customer Answer
Date: 04/09/2022
********** ********
I am rejecting this response because:I am going by what the Scarborough Office told me that cracks I am referring to can not be done and their words not mine is "dangerous" if cracks will be filled.
I am opting for a refund instead to resolve this issue rather than go through another cycle of waiting for a notification only to be told cracks can not be done because it is "dangerous" to fill them
Sincerely,
******** *****Business Response
Date: 16/09/2022
***** **********************************
***** ********* *** **** ***** **
*** ******** ********
******** *** *** *********Case #******** was also dealt with directly. Ms ***** was refunded.
Thanks!
**** *******
******* *******Canadian Property Stars – Head Office
Customer Answer
Date: 16/09/2022
****** ******** *******
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:02/09/2022
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.
I paid 345 dollars for my lawn care on May,11,2022. Until now no any their employees came and I emailed they never replay. If I tried call the number, no body answered the phone, always voice responses all the time. Left message for refund my money. But nobody contact with me and I have not been able to speak with anyone.I would like to refund my 345 dollars. I think looks like this scamming action let me very angry, Because their behavior has seriously affected my perception of Canadian business.Business Response
Date: 05/09/2022
A refund of $345 has been issued to Ms. ** via chequeInitial Complaint
Date:01/09/2022
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 2022-05-23 we arranged and paid for asphalt ramp repair. The order number is *********. (copy attached)
We paid in advance in the amount of $595.00. Since that time we have received one message from them, saying the work would be done between August 4th and August 14th. (copy attached) Since receipt of the email, we have made sure there are no vehicles in our driveway, or we are home. They have not come to do the work. We have phoned and left messages numerous times. We have emailed them numerous times. They do not return phone messages. They do not reply to emails. We are at a loss as to what to do next. Information they have supplied indicates that this type of work is only done until the end of September. We would like to have the work done, or have our money refunded.Business Response
Date: 16/09/2022
Mr. ****** was contacted and the service has been completed.Customer Answer
Date: 16/09/2022
****** ******** *******
I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:31/08/2022
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.
Ordered driveway sealing on company's website on July 6th 2022, got confirmation email with ***** ****** ******. Email stated I will be notified 24-48 hours prior to my service date. Did not hear back so I emailed them, no response, called the company, spoke with someone who said they will call me when they are in the area so I waited. It has been almost 2 months now, no one has contacted me. I emailed them again, no response, called them twice no answer so I left a message twice, no one has called me back. I would like a refund now so I can get it the job done with a reputable company that can service on time before the winter starts.Business Response
Date: 04/09/2022
*****t's booking is on file and our Driveway Sealing Season extends into October. Our Hamilton Service location will be in touch 24-48 hours in advance of servicing the property. This information is also indicated on the email confirmation sent immediately to customers upon purchase.
Customer Answer
Date: 04/09/2022
********** ********
I am rejecting this response because: This is not a way to conduct a business. There is no transparency by the business in how long it will take for them to perform the service that I booked for two month ago. If your automatic response email says I will be contacted within 24-48 hours before service is performed, I literally thought it will be done within a couple of days. Please don't keep customers guessing, you can't seal the driveway 2 years from now and say well email said we will contact you within 24-48 hours prior. The business also charged my credit card the day when I booked the service, why not wait to charge clients on the day you will be performing the service? why not tell them up front we will seal it anytime from the time you book until the month of October on your website? I didn't have to call or message your company numerous times and get no response, I also didn't have to keep guessing when it will be done, I also would not have booked the services with your business in the first place if I was well informed. This is a very bad business model. Some of the reviews have also mentioned that they did not even get their driveway sealed til next year and I am not waiting for that. I would like to offer two options. 1. Seal the driveway within 7 business days or 2. Refund the money.
Sincerely,
****** ******Business Response
Date: 16/09/2022
We have refunded the customer.
Thanks!
**** *******
******* *******
Canadian Property Stars – Head OfficeCustomer Answer
Date: 19/09/2022
****** ******** *******
I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:31/08/2022
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 Saturday August 27, 2022, ***** ******* representing Canadian Property Stars rang my door bell and offered window cleaning services to be done by Canadian Property Stars on the same day. I was given a written quoted price of $200.00 to do the work with an understanding that satisfaction was guaranteed. It was raining on the day work was done. The next morning several of my windows were still dirty and streaked. I sent an email to address provided- no response. The following day, Monday I called the number provided with no response. I sent another email with photographs and this time received a notice from Microsoft saying recipients mailbox undergoing maintenance. I tried calling 2 more times and left messages - with no response from anyone. If anyone from this company approaches you offering services, my suggestion is that you refuse to work with them. I am a senior and cannot reach the windows that were not cleaned properly. I feel that I was taken advantage of.Business Response
Date: 04/09/2022
Ms ****** spoke to a Head Office representative on Aug. 31st and a request for a redo was submitted. It appears that the lines of communication are open.
Unfortunately, our Window Cleaning season in Alberta has come to a close. We are able to book Ms. ****** in for a free Window Cleaning service in 2023 or she can receive a full refund.
Customer Answer
Date: 05/09/2022
****** ******** *******
I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me. I am choosing to receive a refund rather than having a free service next year. Payment was made with a cheque. Please ask the business to return my cheque.
Sincerely,
***** ******Initial Complaint
Date:24/08/2022
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.
Two transactions were involved. The first was posted on December 3rd for 155.00. The second was posted on February 20th for 250.00. This second amount was decided in conversation with the area manager as I misunderstood what I was receiving. Lawn dethatch versus full yard plan. (Star pro). I received the dethatch but that’s where it ended. After numerous attempts to contact them by email and phone, I have not heard from them. I’m looking for my money back.Business Response
Date: 04/09/2022
It is requested ****** contact our Head Office at 1-866-912-5296 to properly discuss this situation as we don't have this situation on file. We are unsure with whom he has spoken to.Customer Answer
Date: 08/09/2022
********** ********
I am rejecting this response because:As again, i have contacted their office and got a recorded message with no direct contact from them. i have also received a call from their interim Calgary office manager (David Trimble) on September 5th at 6:11 PM to whom I said that nothing had done on my star plan program. He said they had problems with their management and a large shakeup had occured and apologized for what had happened. I also indicated I wanted a refund. He said he would process it and would call me back the following day with the information. he never returned the call. To me these are very poor business practices.
Sincerely,
****** ** ******* ****** **** ****Business Response
Date: 16/09/2022
There is no record of a voicemail left with our Customer Service Department. The last Head Office communication we have is from August where a message was left for ******. If the voicemail is activated, it means our team are on the phone with other clients. We would not be able to know if your call came in if a message is not left.
Nevertheless, we have provided ****** with a refund.
Customer Answer
Date: 18/09/2022
********** ********
I am rejecting this response because:I have previously, as well as this time left a message with NO reply. I’m just tired of poor customer service. I thank them for the refund and consider this matter closed.
Sincerely,
****** ** ******* ***** **** ****Initial Complaint
Date:22/08/2022
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.
In January of 2022, we arranged online for Canadian Property Stars to come to our house and conduct an aeration service for a cost of $50.00. This was charged to our **** on 29 Jan 22. To date, despite several phone calls and emails, they have not refunded our service, contacted us, or returned our calls. *** ***** ****** *** *********** There was never any service provided. We would like a refund of our money.Business Response
Date: 04/09/2022
Unfortunately, we never received this request at our National Head Office. Despite this, we have issued a refund in the amount of $50 to Ms. *****.Customer Answer
Date: 06/09/2022
********** ********
I am rejecting this response because: While I appreciate being refunded the amount of $50 (7 months after the service was originally paid), I find this response to be absurd. Both my husband and I left multiple phone messages, and emails with no response until we finally sent in the complaint to ***. At one point in the summer, someone from Property Stars called us and left a message, but when we called them back, someone picked up, and then immediately hung up the phone and did not respond to further attempts to contact. If they did not receive the message, they have critical issues with their external and internal communications channels that should be resolved immediately.
Sincerely,
Dr. **** *****Initial Complaint
Date:28/07/2022
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 July 10, 2022 Canadian Property Stars sealed out driveway. We paid them $367.85. At the completion of the job the man said he didn't have his receipt book with him. He promised to email it to us.
We reached out to them and requested the receipt. Unfortunately, we have heard nothing from them.
I have attached a copy of the cheque.
Can you please help us get the receipt for the work done?Business Response
Date: 04/09/2022
A receipt as been issued to Ms. *******Customer Answer
Date: 06/09/2022
****** ******** *******
I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.