Complaints

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:26/08/2024

  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.

  I hired The Impressions Group to complete the backyard project for me in 2021. I explained in my communication with the sales manager that I want them to complete: the pool, concrete around the pool, plant some trees and build stairs. The sales person reassured me that the designer will get in touch with me and will go over all aspects. *********** pushed me to pay the installemnt and said that the price will not go up. 2 months later they send me a note that they are increasing the price of the project due to the manufacturer increasing the price. I have sent multiple requests to the owner **** ******************** to send the designer to discuss all things that I want to do. 9 Months after I paid a downpayment they sent me a designer who along with Mr ******************** informed me that they do not plant trees. but promised to complete all other projects. When *********** was bringing the pool it was discovered that they will not be able to put a fence where we agreed initially. Mr ******************** in a rude way threatened me that he will bring me to court for not completing the project. Under such tremendous pressure I was forced to proceed with the project. When they were pouring concrete at the deck around the pool they splashed the brink with concrete and they also damaged my neighbor's tree at the front yard. When they were putting posts for the fencing I noticed that the workers dug less than 3 ft deep holes for the posts. As a result next spring The fence shifted and the doors cannot be closed. When they completed the work I asked them to complete the deck stairs project. Mr ******************** promised to do it in winter. That did not happen till this year. They built the stairs and storage but it cannot pass the city inspection. Mr ******************** blames the city and keeps not completing the project. In conclusion The outstanding issues:1. Fence posts were burred above the frost level which will resulted in misaligned fence and doors 2. Deck stairs not passing the permit 3. Multiple cracks in concrete.

  Customer Answer

  Date: 27/08/2024

  Good day,

   

  Last time I contacted the business was on Monday (August 26, 2024). I requested them to correct all mistakes that it can pass the inspection. To this statement they replied: "We have constructed the deck as per the plans approved by the city and designed by ******." This type of responses I have been receiving for the past 6 weeks. Dealing with this company for 3 years now to complete the project and it is always somebody else's fault not theirs.

   

  Now they want me to hire an engineer so they can pass their failed inspection. 

   

  I have not received proper documentation on the work completed. No warranty was issued to my knowledge. 

   

  ****

  Business Response

  Date: 04/11/2024

  We undertook the first project in 2022 when we were dealing with the height of challenges due to interruptions in supply chain surrounding products and availability.  It was a complicated project with issues we worked through.  

  
  

  We completed the project that year and the client paid in full.  We came back to do a variety of warranty work including replacing pool equipment and fixing chainlink fence posts that were bent due to a lack of concrete around them and the weight of the snow against them.

  
  

  The client contracted us again this year to build a deck extension on the home.  This was done and completed as per the plans that were designed by someone else and approved by the city.  The client contracted the design work and the installation of the railings. We were contracted to do the carpentry work which was completed as per approved drawings.

  
  

  The deck was completed and functional but the city inspector wanted an engineer review which the client did not want to pay for.  Our work on the project was complete and is currently only waiting on the railing contractor to satisfy the city with the attachment of the railing to the structure we built.

  
  

  I understand the clients frustration with this process.  The deck only took us 2 days to construct.  Waiting on the city for feedback, inspections, their requests for engineering and Waiting on the engineers letters takes time.  The work itself was preformed and is functional.  Closing the permit may take more time yet as the last inspection they now require the railing contractor to either provide an engineering letter for their attachment to our deck or for some alterations to be made for how they anchor their railing.

  
  

  ****
  

  Business Response

  Date: 04/11/2024

  We undertook the first project in 2022 when we were dealing with the height of challenges due to interruptions in supply chain surrounding products and availability.  It was a complicated project with issues we worked through.  

  
  

  We completed the project that year and the client paid in full.  We came back to do a variety of warranty work including replacing pool equipment and fixing chainlink fence posts that were bent due to a lack of concrete around them and the weight of the snow against them.

  
  

  The client contracted us again this year to build a deck extension on the home.  This was done and completed as per the plans that were designed by someone else and approved by the city.  The client contracted the design work and the installation of the railings. We were contracted to do the carpentry work which was completed as per approved drawings.

  
  

  The deck was completed and functional but the city inspector wanted an engineer review which the client did not want to pay for.  Our work on the project was complete and is currently only waiting on the railing contractor to satisfy the city with the attachment of the railing to the structure we built.

  
  

  I understand the clients frustration with this process.  The deck only took us 2 days to construct.  Waiting on the city for feedback, inspections, their requests for engineering and Waiting on the engineers letters takes time.  The work itself was preformed and is functional.  Closing the permit may take more time yet as the last inspection they now require the railing contractor to either provide an engineering letter for their attachment to our deck or for some alterations to be made for how they anchor their railing.

  
  

  ****
  

  Customer Answer

  Date: 04/11/2024

  Complaint: 22197307
  
  I am rejecting this response because:

  When I started the project with the Impressions Group I explained that I wanted to have done including the stairs. Mr ******************** reassured that they could not complete the stairs project as they had no manpower to do so and would do during the winter of 2022/2023. I explained to Mr ******************** that I wanted to have the railings to match my existing railings on the deck to which he said that he would find someone and only several months into 2024 he said he did not know anyone who would do the railings. That is why I had to hire a third party to do the project separately. 

  It is false advertising when the owner promises to complete the project the same winter and he has all necessary materials and in reality I have to be involved to complete the project and the time was extended for two years.

  I am also very frustrated that I had to contact the owner on several occasions to make them come back and fix their warranty work properly. 

   

  Finally, blaming the City, challenges with their employees and other issues on the delays depicts the company as not deserving the *** rating.  

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

  Customer Answer

  Date: 18/11/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and I would like to move forward with mediation.

  Regards,

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

  Customer Answer

  Date: 12/12/2024

  Hi,

   

  Please see attached city report that was done in June and was not closed yet. The Impression Group is not taking responsibility to complete the project.

   

   

  Thank you,

  ****

  Business Response

  Date: 15/01/2025

  This project has been completed per specks with the city's approval.

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 August 11 2023 Impression Group began the pool installation.On August 12 I was overcharged for a 2nd load of gravel. On the contract it was stated that the company would level the group to what it was. It was not done. No ****** on-site to ensure it was done.5 weeks later on September 21 the grout was installed because of a broken truck. We followed up several times however there was never a plan B and we waited patiently. At this point we measured to get ready to build a deck, noticed the pool was crooked by 2inches. Spoke to the crew and emailed the company. Asked for compensation nothing was provided.On September 22, a technician did the plumbing. Installed a spigot fitting on a pvc fitting at the three way valve of the discharge. Result big leak sent the pool builder the video nothing was done.Liner popped out after the winter, emailed the company nothing was done.Impression group could not provide the vacuums plate that was stated on contract On November 6 ********************* came to discuss our issues and agreed that the pool was crooked and the extra charge for gravel was not nessessary.Company charged $550 plus tax for a load of water when the contract stated $385 plus tax. Asked for the remaining money that is owed to them but wouldnt address the issues just sent lengthy emails placing the blame on me.Paid a third party to install a liner lock and fix the leak at the three way valve. Total $654.93. Vacuum plate was $29.99 and cone reducer was $38.90. I emailed several times asking for compensation on pool not installed straight and the outstanding issues, waited two weeks and never received a response.

  Customer Answer

  Date: 04/07/2024

   
  Complaint: 21686135
  
  I am rejecting this response because impressions group left the message blank therefore not addressing anything. I have attached the last email correspondence before i submitted this complaint.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 11/12/2024

  The complaint has not been resolved.  

• Initial Complaint

  Date:03/07/2023

  Type:Order 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.

  New home build in 2007 (occupancy in June time frame) with pool and decking installed that summer by Impressions. Impressions was informed of (and acknowledged) the home's foundation sitting on bedrock, and that fill was utilized around the house by home builder ahead of pool and decking construction. Impressions was asked directly by me face to face (I spoke to **** personally) if any support beyond what his designed called for, was required to prevent damage due potential settling. **** said very clearly that it was not required and: "this slab is not going anywhere"The pool deck has settled significantly (many inches); so much so that I had to put in an extra stair on the stairs from the pool deck to the screenhouse. The settling of the pool deck has caused excessively large cracking to occur in decking and concrete retaining wall, significant unevenness in the decking, disrupted the grade for water drainage (drainage solution designed and installed by Impressions), and caused the coping around the pool to lift a few inches.Impressions, who warranty's their work, was contacted numerous times about the settling issues, and upon doing so they advised me the issues experienced are not their responsibility.I am seeking that Impressions take responsibility for their design and workmanship, and their assurances to me that settling would not be a concern based on their design/construction/installation.

  Business Response

  Date: 28/08/2023

   

  I visited the site where we poured a concrete pool deck and retaining wall over 15 years ago.  

   

  The pool and deck are still functional. There is settling that they noticed started 2 or 3 years after installation.  We were not contacted about the settling until over a decade later.  Steps may have been possible early on to mitigate any further settling.   Another company was contacted and paid to do work to mitigate the settling but we were not contacted prior.  

   

  Our warranty clear states that it is not for locations where we do not do base work or that are disturbed.  In  this case the settling is a result of the fill used by the home builder prior to us arriving on site.

   

  We will provide the client options and quote to repair and or lift the concrete but the settling is not something that will be covered by warranty.

   

  Earl 

  Customer Answer

  Date: 29/08/2023

   
  Complaint: 20267835
  
  I am rejecting this response because: **** was personally was notified of the new home construction/fresh fill and possibility of settling at the time of design and construction, and when asked if additional support might be required (e.g. supporting the deck on the bedrock that both the ************* foundation rested upon) he assured me that deck settling would not be an issue based on his slab design.   In the first few years when it became clear the deck was settling to an excessive degree, in approximately the first 4-6 years, **** was notified by email of the issue.  I received no response.

  I look forward to reviewing the proposal(s) related to *********** they have been presented to me.  Considering the age of the concrete deck I understand that a full deck replacement may not be a reasonable request on my part.  However I do feel the costs related to the cosmetic and structural repair associated with levelling/raising the existing concrete deck should be fully covered by Impressions.

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

• Initial Complaint

  Date:14/05/2023

  Type:Order 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 have an ongoing contract with Impressions Group Ottawa to stamp concrete our backyard. A staff member (*******) from that company measured our backyard on July 2022 and I paid the down payment of $4240 based on Invoice # *****. (note: my customer ** *****)
  
  After paying the deposit, some changes happened in between that caused us to request a change in the scope of the project. When we wanted to discuss that with *******, he surprised us with "the minimum mobilization and materials costs for any project of $10,500.00 + HST", which was never brought to our attention before signing the contract and paying the deposit. Also, we reviewed the contract and there is no such condition stated there. According to ******* that the installation should have started in the late fall of 2022 or ****y spring 2023. However, we haven't heard anything from them until now (mid-May 2023). They neither called to schedule the installation nor reached out to inquire about the status of the project. We tried to reach out to them multiple times but with no response. Only once time somebody (maybe the receptionist) took our call and promised that he would let somebody from your team contact us, but this, of course, didn't happen. We started to get worried and felt that we got scammed by them. So we looked for another contact to escalate the issue. We found an email of a person "****" who seemed to be the founder of the company, so we emailed him, and he responded that he would look into it and get back to us. However, as usual, no response. We emailed him again to follow up on his response, but no response.
  
  Now we are in the process of selling our current house, which is the subject of the project and will be moving to a new house. We have been trying to reach a solution with that company to change the scope of work or use the deposit towards a project in the new house without being limited by this minimum mobilization amount in our new house.
  
  We hope we can reach an agreement and that we do not have to file another complaint and go to social media and submit bad customer reviews about you due to the lack of your responsiveness. We feel that we got scammed by a Canadian company.

  Business Response

  Date: 23/06/2023

  We signed a contract with the client to preform work at their property.  We have tangible costs associated for sales, design and  administrators.  This is why we take a small retainer based on the scope of work we have agreed to.  The  client wished to cancel the work but our company has costs associated with making the job shovel ready.  The paymebt made at the time of agreement is non refundable.

  I am willing to move forward through mediation to seek a resolution. The client has not responded to our sales persons request to meet and discuss a new scope of work.  A new project would need to be quoted separately.  Mobilizing staff with heavy equipment comes with certain minimum administrative costs and costs to mobilize a team to preform work.

   

• Initial Complaint

  Date:11/08/2022

  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.

  In Apr 2021 I signed a sales agreement for pool construction with Impression Impressions Group Ottawa Inc. The promised installation date was early June of 2022. I have made all the payment according to schedule, and I fulfilled all my obligations including paying for a pool price increase due to a supplier cost increase. The current situation is that installation has been delayed several times and there is zero communication with me. When I call the sales person or installation coordinator, they do not take my calls and do not return my voice mails. I have always been polite and do not call more than a few times a month. The only way I am able to reach anyone is via reception. At this point I lost trust in this company and their promised dates. The last promised date is late August 2022, but I have absolutely no trust in it. The most frustrating part is how the company deals with clients by just ignoring their calls and providing zero proactive communication.

  Business Response

  Date: 22/08/2022

  The project is now underway.  My staff tell me you were informed of the 6 week crane strike and other reasons for delay including staff off for injury, sickness, supply chain issues and rock breaking delaying other installs.

  Customer Answer

  Date: 26/08/2022

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********. The construction has started and going well so far. Can we wait until completion to close the complaint? 
  
  
  
  Sincerely,
  
  ****** ********