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:01/08/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Dream exteriors is threatening me with a lien on my home and they claim if I don’t pay them by 5pm today the will be contacting creditors because I have an outstanding bill of $300. The job still isn’t finished, they started in January of 2021. I have paid for 3 phantom screen doors that yet still need to installed. Dream exteriors can’t give me a solid answer on where my screen doors are, I have asked on multiple occasions and all I get is let me follow up. I want a refund on my screen doors and the $300 outstanding balance to be dropped.

  Business Response

  Date: 14/08/2023

  Hello, 

  The customer was already given a credit for her 3 phantom screen doors earlier this year.We completed extra work on their home (Exterior Post Re-Construction - which was additional to the original scope of work and in lieu of the price, it was discounted to reflect the credit of the screen doors). The customer was aware of this and did acknowledge the credit at the time.  The $300 outstanding balance is separate and remains outstanding. 

  We do expect full payment. 

   

  Thank you,

   

  ******
  
  

   

  Customer Answer

  Date: 15/08/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  There was no previous discussion of the phantom doors being credited. We aren’t willing to pay the 300 because I have no record of this conversation. 
  
  Sincerely,
  
  
  ******** *****

  Business Response

  Date: 15/08/2023

  Hello,

  The invoice you provided is the correct invoice that we agreed upon. The original amount was to be billed at $4,000 but due to the phantom screens being credited we agreed to do this project at a lesser value, which is reflected on the invoice. 

  Thank you

   

  Customer Answer

  Date: 16/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  the only credit I received was the 1000 dollars I put down as a deposit a year prior to that. I refuse to pay the remaining balance because it took long enough to finish the job and it’s still not finished. Our windows due to the unfortunate circumstances couldn’t be caulked and should have been done when the windows were installed back in January 2022. With that being said I will have to caulk my own windows when I return next year.  They were very misleading when I asked about it multiple times, they told me that they would take care of the government grant for updating my home. I wasn’t given any direction to the fact i actually had to have some one come out and do an inspection. I lost out on a 5000 dollar return because of their lack of communication. I’m not being unreasonable with my request
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 18 2022 signed contract to have exterior renovation done paid $7900.00 downpayment
  March 21, 2023 company requested more money...paid $7900.00 we paid
  March 17, 2023 meeting with ****** ***** ( owner ) and *****( manager of customer relations )
  March 20, 2023 work began ( **** and crew were amazing )
  Communication with ****** is slim to none...***** left company because of ill health **** took over from *****.
  March 30, 2023 underlying issues with house , needed to be sheathed under siding cost $4429.60 we paid
  Very little communication, during the reno all eves were off house then we had a torrential downpour...basement flooded under front porch into cold cell and damaged carpets. ****** blamed poor workmanship on our basement floor. We have never had and issue until the eves weren't on the house. **** and crew installed a quick job for the next rain so the rain would drain away from house and there were no issues.Screens in upstairs were damaged and they were repaired.
  Crew at the house last on April 11, 2023--we did walk through and I listed our items that were still oustanding, ****** assured us job would be complete but he required the final payment of $ 14,200.37.We paid. **** emailed May 15 to follow up and ****** got back May 18 said our 3 sets of shutters on the front of the house, and half moon vent had come in and ***** would contact us with a date to install and finish capping frontdoor, back garage door, and a damaged windowsill on the back kitchen.. no word from *****......I called ***** June 12,2023 and she was under the impression all of our work was complete and sounded surprised it wasn't. We have tried contacting through email, text and phone and no response.....July 4, 2023 I texted **** ( head of his work crew ) and he only passed on ******* cell number and said that was all he had for him. ****** supposedly also used a coupon I gave him for $500.00 .We have paid $34,429.97 and are still waiting for the job to be complete.

  Customer Answer

  Date: 17/08/2023

  
  
  Complaint: ********
  

  ****** ***** owner at Dream Exteriors had emailed my husband and stated that they would be by to finish up all outstanding work the week of July 31.

  We have heard nothing .
  They never came and the work has not been completed.
  No emails, texts nor phone calls have been answered by ****** or the office since the email sent on July 19, 2023.
  
  Thanks for your help
  *****
  

  
  

   

• Initial Complaint

  Date:15/06/2023

  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.

  In Feb 2023, I attended the home and garden show in ******, ON where we were excited to have won a $5000 voucher from this company towards our siding project(s). We were contacted by the receptionist who informed us that we had won the $5000 credit and would like to know when a viewing could occur for our project.They came on March 4, 2023. Provided us the quote (which the credit would be applied to), and then were to set up a date. From this point on, the owner and receptionist have been avoiding our calls (except when calling from different phone numbers). They have come up with a series of excuses, last minute cancellation reasons, and have been quite rude to us. We planned on doing this small project to test them as a company and then would proceed (as we told them) to doing more work on our property. Through this time, we had been compliant with all of their requests, and had set time aside to meet with them only to be left without the product or installation. After feeling like we had waited an appropriate amount of time, we decided to ask for an email stating the details of the prize we had won. Upon feeling frustrated that nothing was progressing, we then asked if we could pick up the material, which the owner declined. He said that there was a death in the family, and it appears that they keep coming up with new excuses to prolong and or delay this install. It appears, after reading this website, that he is actually not going to complete the work and I will also be speaking with the Home Show as well as a next step. Today he informed us it could now take 9 months to provide the service, which was not the impression we had when we were awarded this prize. We were told this project would be completed by May2023.At this point, all we want is the material and we will hire someone else to do the install. We are very disappointed as we hoped to work this company in the future. Could you assist us in supporting him to provide us with the materials at least?

  Business Response

  Date: 31/07/2023

  This complaint is not from a customer of ours.

  Customer Answer

  Date: 31/07/2023

  Hello,

  I received your email this morning regarding my complaint.  I have attached additional information to support that in fact I am a customer of **********************.  I have had multiple interactions with this company and it is extremely disrespectful that they are not taking any responsibility. Please feel free to reach out to me. ************ 

  Customer Answer

  Date: 31/07/2023

   
  Complaint: 20180028
  
  I am rejecting this response because: I received your email this morning regarding my complaint.  I have attached additional information to support that in fact I am a customer of **********************.  I have had multiple interactions with this company and it is extremely disrespectful that they are not taking any responsibility. Please feel free to reach out to me. ************ 

   

  see attached email
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 31/07/2023

  First and foremost, ****** was a winner in a draw we did back in February. She was selected as a winner of a free $5000 upgrade on her exterior. Upon going out to site to look at what she wanted to use the credit for, I did verbally agree to allow her to use it towards her shed that she just recently built. I explained that we would provide materials and labor and be in touch once we are ready. I tentatively told her we would aim for Spring (May). 

  Unfortunately, our industry still remains a wee bit back logged and we are still experiencing labour shortages so our production schedule is being completed at a slower pace. 

  Her partner did not like that sounds of that, and would call into our office speaking to our office manager ***** with a rude and disrespectful tone. Once I got involved, the customer than involved the London ************************* which I had a lengthily conversation with, and explained what was happening and how I was still happy to honour her winning ticket but I thought having the BBB involved was over the top in this scenario. 

  We have no legal binding contract with ******, we have no paper work that states what work will be preformed etc. 

  She simply one a prize from a draw we conducted. 

   

   

  Customer Answer

  Date: 13/08/2023

  Hello, 
  

  I thought I had 14 days to respond to this complaint. When I went to log in the complaint has been closed. I have a lot of concerns that have not been address. Can this please be re opened, it has not been a full 14 days. 

• Initial Complaint

  Date:25/05/2023

  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.

  Date of Transaction: July 15th, 2022
  Deposit provided: $2000
  Project start date: November/December 2022
  Agreement was signed with incomplete details(TBD items, no documented start date, colour selection was incorrect). Sales Representative confirmed that agreement was signed/submitted to office to confirm a completion date for the end of 2022 and follow up would be scheduled within a few weeks to confirm design details/amend agreement.
  Attempted to contact the Sales Representative for for several weeks with no response.
  Contacted office in October 2022 stating that Sales Representative has not been replying to text/emails. Advised by office that the Sales Representative was no longer with the company. Advised office that current agreement needs to be updated and design details need to be confirmed. Requested account be transferred to new Sales Representative to complete project design.
  Advised that no one would be following up and we would need to make arrangements to come to the office.
  Appointment was made to confirm contract details/design selection on December 19th, 2022. Arrived at the appointment and advised that President was sick and unavailable to review agreement. Requested to reschedule appointment at home for a later date. Request denied and advised to email when colour selection made.
  Emailed company colour selection on March 2022 but advised office that the further design details are required. No response provided for 3 weeks.
  Email sent requesting the project cancelled/deposit refunded due to unwillingness to complete project design.
  President replied that product had been ordered and provided a tentative start date. Replied by email that agreement details needs to be updated before start date. No response provided.
  Email sent April 18th requesting deposit refunded.
  President advised that cancellation was not available because product was ordered. Advised that lien would be placed against house if the project was not completed.

  Business Response

  Date: 25/05/2023

  Hello,

  My name is ****** *****, and I am the president of Dream Exteriors Canada. 

  Mrs. ********* originally signed up with us on July 15th of 2022. During that period last year, many suppliers were having issues with materials and to make matters worse, many companies including ourselves were having labour issues. 

  On August 4th, an email was sent out to all of our customers, including Mrs. ********* explaining the delays in our production schedule. We wanted to be forthcoming but also transparent with our customers. Not once did Mrs. ********* reach out after that email was sent expressing any cause of concern or issues with a delay. 

  Late last year, our sales representative parted ways with Dream Exteriors, so I took the account over. In December / Early January I had my office reach out (multiple times via phone) to Mrs. ********* to confirm the colour choice of her ***** ****** Siding. I wanted to ensure we were ordering the right colour as ***** ****** is a custom product, meaning once it's been ordered I am unable to return the product. Very common practice in our industry to double check. 

  Once we successfully were able to reach Mrs. *********, she agreed to come into our showroom and met with both myself and my Front Office Manager Kelly Selmes. At that time, we had a pleasant conversation, and explained we needed to confirm the colour choice. Mrs. ********* asked to take a couple samples home before being able to confirm a colour. We had no issue with that. 

  A few weeks passed by, and our office attempted to reach out several times via phone. All being unsuccessful.

  We were finally able to reach out to Mrs. ********* few weeks after that where she confirmed her colours via email. 

  Please note, up until this point not once did Mrs. ********* complain about her project being delayed or etc. 

  Finally in April, Mrs ********* reached out inquiring about a start date. She was correct, as there was a wee bit of a delay in our response, in which we apologized for. We did get back to her though and stayed connected. We were also able to provide her a scheduled production date for her project (Early June). 

  After a few weeks of back and forth emails, Mrs. ********* stopped responding and I received an email from her husband ****** explaining he was going to take over the conversation. 

  I set up an appointment to meet ****** on site so I could personally go over all of the details and ensure a smooth transition throughout the project. 

  I finally met with ****** the following week (mid May) on site. We had a very pleasant conversation and I was extremely open and transparent with how some of our communication wasn't up to par from their opinion and ensured them we would stick handle everything professionally from here on out. ****** appreciated my honesty and acknowledged we were good to go. 

  During our site meeting, I noticed the type of siding on the home - very old wood siding. We typically remove old siding during the installation but I explained to ****** that sometimes on these older homes, the original builder would've just installed wood siding directly overtop of the framing with no proper sheating behind the walls. I said typically we encounter this on our first day of tear off, but since I am here do you mind if I do an inspection so that way I can confirm if there will be any additional work required ahead of time. ****** not only agreed to let me do an inspection, he verbally and physically acknowledged with what I was saying. 

  I was able to peel back a corner piece and sure enough, under the old siding was just a very thin particle board. I explained, ***** ****** siding needs a proper substrate for it to be correctly installed to. ***** ****** also has very strict installation practices which in return can limit or eliminate a warranty if not followed. ****** was able to see the particle board underneath and again continued to agree with what I was saying. I explained that this is something we typically find on the first day, but I like to be proactive when I can so I am glad I was able to see this now.

  I was able to work out the additional cost for him, which on their original contract they initialed beside which stated "additional carpentry work is X". I explained the extra cost would be $3,750 + HST and that they could add it on to their financing. 

  ****** said ok no problem, I just want to run this by my wife. The next day, Mrs. ********* called me very upset about these extra charges. I explained the same thing to her over the phone as I did with her husband. She refused to understand what I was explaining. 

  She wanted to cancel the contract over the phone. I wrote an email immediately after the phone call recapping our conversation. She responded back the next day asking for me to re-write a new contract which I explained there is no need to, it's an add on to the original contract and second she wanted verification that ***** ****** would require this. 

  So I reached out to our ***** ****** Rep, and he agreed to meet both her and I on site to explain the installation and the strict practices that follow it. 

  Mrs. ********* than decided to start ignoring our emails, and after multiple attempts again of us reaching out, I was finally able to get a response from Mrs ********* after explaining we were within our rights to put a lien on this project due to having her material in our warehouse which was non-refundable. But on that same token, we also expressed it was a road we did not want to go down and were open to solutions in trying to make this work. 

  **I have attached all coresponding emails from both my Office and I. I have also attached her original contract which shows her initialing the extra cost section.** 

   

  Warm Regards,

  ****** *****

   

   

  Customer Answer

  Date: 30/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The contract and design details were not confirmed at the time of signing on July 15, 2022(please reference the attached agreement provided by Mr. *****), but our Sales Representative advised us to submit the contract to the office to secure a completion date for the end of the year. We were advised that the design and contract details would be completed in a follow up meeting with the Sales Representative. At the time of signing the Sales Representative was unsure if the original siding would be removed or if the ***** ****** would be installed over the siding. We were assured that the contract would not be viable based on the limited details provided and the fact that we did not provide the minimum 25% deposit. We were advised that the contract would be amended once the design choices and installation details were confirmed after our follow up meeting.  Once the agreement was amended the remaining 25% would be provided for the deposit.
  
  We did receive the email on August 4th from the company stating that there supply delays and followed up with our Sales Representative to confirm that our project would not be affective.  We were advised that there were no current product delays for ***** ****** and as long as our design choices were confirmed within 8 weeks of the tentative start date of the beginning of December, the project would be completed before end of year. 
  
  In September 2022, we attempted unsuccessfully to contact our Sales Representative to confirm a follow up appointment. After weeks of not being able to contact our Sales Representative, we reached out to the office in mid-October. We were advised during our call with the Front Desk Manager that the Sales Representative was no longer with the company.  During our conversation with the office, we were advised that our Sales Representative was no longer with the company for making "unreasonable promises" to clients.  We advised the office that the contract details had not been determined and we requested a new Sales Representative be assigned to our project.  We also requested a receipt for the deposit because that had still not been provided.
  
  We were provided a receipt for the $2000 deposit by email on October 20th, 2022, but advised that our contract questions would need to be answered by someone else in the office.  During our follow up call, we were advised that no one from the company would be coming to our home to complete the project design and we would need to make arrangements to come to the showroom. This decision definitely caused some concern considering the email that was provided by the President on August 4th confirming better communication.  It should be noted that as of October 20th, 2022 the company had not reached out to us with any updates with our project as indicated in the August 4th communication.  The email also states that all current projects would be completed by the end of the year; a statement consistent with what we were advised by our Sales Representative.
  
  Due to my work schedule, I was not able to book an appointment at the showroom until December 19th, 2022.  Before I arrived at the appointment, I was assured that a Representative with access to our agreement would be available to address a number of unanswered questions and complete the design selections (colour selection/siding orientation/trim colour/dimensions, etc.). When I arrived at the appointment, I was advised that I was scheduled to meet with President but he was unable to review the contract because he was sick and leaving the office. I was provided a colour book and advised to email the office with my colour selection. I advised the President during that appointment that there were additional details besides the colour selection, that would need to be determined prior to the start date. I again requested a follow up appointment at our home to update the agreement.  I was advised that no one would be available to come to our home but further questions would be answered through email.
  
  I left the appointment extremely disappointed with the level of customer service we had received and felt no sense of urgency on their end to assist with the design or answer installation questions.  It should also be noted that the reason we decided to complete the project with Dream Exterior was the design assistance mentioned on their website. To this date, we have not received this service since our Sales Representative left the company.
  
  We confirmed the colour selection and orientation through email on March 22nd(please reference emails provided in Mr. *****'s response), but advised the office once again, that there were a number of items that had not been updated on the agreement. As confirmed in the emails provided by Mr. *****, our questions could not be answered by the office and we were directed to Mr. ***** for follow up.  After no response, an email was sent April 4th and April 6th requesting follow up, again no response was provided. On April 11th, we requested the project cancelled/deposit refunded due to the lack of communication from the company.  We finally received a response from Mr. ***** on April 11th, but he failed to answer the questions dating back to March 22nd and completely disregarded our request to stop the project.  We once again followed up by email on April 12 and 14th with no response.  On April 18th, the lack of communication and unwillingness to amend the current agreement led us to once again, request the project stopped.  
  
  On April 28th, we received an email from Mr. ***** requesting to review project details for installation.  At that point, our frustration with the company had made it impossible to proceed.  The thought of starting a project with the current agreement guaranteed errors during the installation process. Our trust in the company to provide any required follow up was completely diminished.  I confirm that I did not respond to the April 28th email and advised my husband to contact Mr. ***** to make arrangements to pick up the colour samples and discuss the cancellation process.      
  
  ****** Allain contacted Mr. ***** on May 3rd by phone and email to arrange a meeting. Mr. ***** finally returned Mathew's email on May 9th, and made arrangements to come to the house to discuss the status of the project on May 11th. During their meeting on May 11th, Mr. ***** acknowledged that the communication "wasn't up to par" and attempted to answer some of the installation concerns we had brought to his attention 8 months prior to the meeting. During the meeting, Mr. ***** discussed the process of trimming the window with ***** ****** and did identify that the original siding would need to be removed.  It should be noted that either of these details are listed on the agreement.  Mr. ***** attempted to convince ****** that he was committed to completing the project, but would require a cheque for the remaining 25% deposit and the additional fee for the carpentry requirements.  ****** stated that there would be no additional payment made that day, and Mr. ***** attempted to make arrangements to come the following day to pick up a cheque.  ****** advised Mr. ***** that he would follow up after speaking with me, and again, Mr. ***** questioned why ****** needed to follow up with me before providing an additional payment.  At no point during the meeting did Mr. ***** acknowledge the request to cancel the project and at no point during their discussion, did ****** state that they "were good to go".  ****** followed up with Mr. ***** advised that I requested a call to discuss the information provided during their meeting.
  
  After not receiving a call from Mr. *****, I called his cellphone on May 12th.  During the call, I advised Mr. ***** that there would be no additional payments made to his company and confirmed that the request to cancel was provided on April 18th.  Mr. ***** attempted to state during the call, that the request to cancel the agreement was based on the additional carpentry requirements. 
  
  At no time during the call did I request the agreement to be re-written, but I did advise that the lack of details provided were contributing to the frustration with the company. For example, the agreement currently states that the windows would be capped in aluminum, but during the conversation with Mathew, Mr. ***** advised that the windows are trimmed in ***** Hardie. ****** advised Mr. ***** that the window trim is currently brown and that was an item that was still listed incorrect on the agreement.  I attempted to explain that the Sales Representative purposes omitted the details regarding the installation(removal of original siding) because she planned to confirm that in her follow up meeting; again a detail that we would have requested included in the agreement.

  During the call, Mr. ***** stated that anything not included in the agreement would not be completed during the installation and subject to being added to the final invoice. To which I responded, that it is precisely that statement, that has confirmed our demands to update the agreement before the start of the project. Mr. ***** proceeded to advise that since we are cancelling the agreement, we are subject to pay the entire invoice.  The call ended with Mr. ***** stating that a lien would be placed on our home.
  

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

  Business Response

  Date: 04/06/2023

  Hello,

   

  We've provided all necessary emails that show the conversations had between Dream Exteriors and the customer. We have also attached the email that was sent out August 4th which shows her email address expressing delays and shortages. 

   

  We feel that our fist response was very transparent and we expressed all relevant information regarding what actually happened. 

   

  We can provide further phone records that show our many attempts in calling this customer with no communication back. 

   

  We will not be refunding her deposit either as she is now cancelling her project 8 months later after ordering a custom product. 

   

  Our legal team has advised us to seek legal action in our next step if need be. 

   

  Please understand, this is the last option we'd like to use or go down, but we're also trying to make this work and complete the project as we have outlined in our contract. 

   

  Thank you,

   

  ****** 

  Customer Answer

  Date: 09/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Attached are the text messages between ourselves and the Sales Representative, Laiya. Please note that only the ****** Board had been confirmed for the project as of July 15, 2022. We were advised to sign the incomplete agreement in order to schedule the project. ***** was very transparent that the completion date would be for the end of the calendar year. The email from the company on August 4th confirmed that the project would be completed before the end of the year as well. 
  

  As stated in our previous response, after no follow up from our Sales Representative for a few weeks, we finally reached out to the office on October 20th. During that call we were advised that ***** was no longer with the company and no one would be assigned to our project. Consistent with the fact that no one from the office had reached out when the Sales Representative left the company.
  

  This lack of customer service contradicted the level of support stated in the August 4th email from the company. Please note, we never received any updates from the company. We contacted them on October 20th. The company was advised during that call that the agreement needed to be amended in order for us to proceed.

  To this date, the agreement has not been amended or updated since signed on July 15th. We have been incredibly patient with this company and have not questioned the completion delays. With the company’s unwillingness to amend the agreement or answer design questions, we had no choice but to stop the project. 

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

• Initial Complaint

  Date:27/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Owes us a large deposit for work not being done when specified

  Business Response

  Date: 07/06/2023

  Hello, 

  When ordering a custom door, deposits are non-refundable, especially 4 months after the custom door was ordered. Although we do understand your frustration on the door taking a longer than anticipated time to come in, we were very transparent at the initial meeting that there is no "eta" on the delivery of doors, right across the board. This has been an ongoing issue since pre-covid. We recognize that this can be extremely frustrating, truth of the matter is it's beyond or control.

   

  We're happy to still honour the contract once the door arrives, but if you wish to cancel the custom door that you ordered, the deposit will be non-refundable. 

   

  Thank you,

   

  Josiah

• Initial Complaint

  Date:25/01/2023

  Type:Product 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.

  Contract was to complete a roof on my home. Roof was completed ( Didn't finish flashing around chimney) outside of promised time line- but delays happen. A couple weeks after roof was completed and I had paid my bill for the job in full I received a letter (Dated Aug 25, 2022) in the mail saying a construction lien was being put on my home because Dream Exteriors didn't pay there bill for the materials used on my home. I contacted the owner about the letter and lien being placed on my home. He said he would take care of this and get back to me asap. I didn't receive a response and had to follow-up with him again. There was excuse after excuse and claiming he was taking care of it. I only received excuses and delays from the owner. I had to contact a lawyer to deal with the issue of the lien on my home. The owner continued to promise he was taking care of it and would reimburse me the cost and fees I had to pay out my pocket to have the lien removed from property because he didn't take care of his own bills. Last response I received by email from owner was Dec 21, 2022 with him saying "This is in my lawyers hands. He's been taking care of this and I've already instructed him to have this resolved as I promised you. I'm assuming the lack of communication may be related to the holidays approaching? Not sure otherwise". There has been no payment or communication since then. I have reached out to owner by email and text and have received no communication back. Owner said he would deal with this asap in late August and we are now approaching late January with no action or response as promised by Dream Exteriors. I also have not received a copy of warranty on roof which has been requested on a few occasions from this company. I can provide copy of letter of the lien or copy of any emails with this company as needed. Thanks

  Business Response

  Date: 22/02/2023

  Hello,

  We've recently spoken to Greg and currently have updated him to inform him that our lawyers are currently working on this issue and it'll be resolved immediately. 

  Thank you,

   

  Josiah 

  Customer Answer

  Date: 06/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Company has reached out to me and discussed issue but it has not taken action to resolve the issue.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 18/05/2023

  I have acknowledged Mr. Wilson's complaint and have since spoken to Mr.Wilson to work out a payment plan as per his suggestion. Our intentions are to make this right and fix the issue that was noted by Mr. Wilson. We will work closely with him to make this right in a timely manner. Once the payment plan has been made and finalized, I can update the BBB as well. 

  
  

  We have apologized for the mistake and our committed fully to ensure this customer is taken care of. 

  Customer Answer

  Date: 29/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and a resolution has been agreed too with Dream Exteriors. They have offered to preform work in lieu of making a cash payment to reimburse me for the cost I have incurred for the lien on my home.The value of the work is greater then the $ dollar amount owed which is a nice gesture but the work won't be completed until early July. I would like to keep this complaint open until the work has been completed and see if promised timeline and quality of work is completed as agreed.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:09/01/2023

  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.

  Contracted Dream Exteriors for new siding, soffit, fascia, trough, and down spouts on my house and garage. Agreed on price of $34,960 with deposit of $10,000 for a balance of $24,960 owing. Financing schedule was 12 months interest free to pay it off or monthly payments would start. Job was completed approximately December 17, 2021. Apparently their financing company is Simply Financial which was not communicated to me. On January 14, 2022 I gave a cheque for $19,000 to a Dream Exteriors rep which was cashed on January 17, 2022. At no time was the cheque refused or was I directed to pay Simply Financial and not Dream Exteriors. I tried for 6 weeks to get a receipt and still don't have one. On November 8, 2022, I provided a cheque for the balance of $5960 which was cashed on November 9, 2022 for which I am still waiting for a receipt. Again nobody said pay Simply. Numerous e-mails were sent to get confirmation that they would notify SF to close the file. December 1, 2023, Simply took a loan payment for a loan that is paid off. Numerous e-mails and calls went unanswered by DE. Finally Josiah called Dec 12, 2022 and explained what happened. The resolution is for DE to issue a cheque to Simply for the $24960 minus the first loan payment and have them close the file and then DE needs to issue me a cheque for $253.01 (the payment SF took). To date this has not happened and DE won't respond to any e-mails or calls. I called SF myself Dec 28, 2022 to check and they had no record of contact, or payment, from DE. Called SF again on Jan 4, 2023, still no contact from DE and they still won't respond to me. I have had to place a stop payment on the SF file to stop them taking money that has already been paid. DE has been totally unprofessional and uncooperative in handling this issue and I still can't get my receipts for the 2 cheques. Assistance is required to get them to issue the cheque to SF to close the file and get a cheque for the $253.01 to me for the payment.

  Business Response

  Date: 22/02/2023

  Hello,

  We've been in communication with Mr. ******* regarding his concerns noted. The error was made on the customers end in lieu of making a wrong payment, and in return we've settled this with the finance company. 

   

  Thank you,

   

  Josiah 

  Customer Answer

  Date: 23/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. I have received no communication and evidence from Dream Exteriors that this has been resolved with the financing company. As of Tuesday communication with the finance company, they had still not received the funds I paid to Dream Exteriors, which they accepted not once, but twice, without informing me of my error. So ultimately the responsibility lies with them for not following basic accounting principles.

  2. Dream Exteriors still owes me the two receipts for the cheques they cashed, which I had to provide the evidence back to them because their accounting people are apparently underqualified. A simple task their accounting people cannot accomplish.

  3. There is also an outstanding cheque for a loan payment the financing company took February 1st even though DE had been paid the full amount. It's been almost two weeks since it was apparently mailed by DE.

  The issue is not resolved until all of these items are addressed.

  As usual, absolutely no communication from anyone at Dream Exteriors to me on this matter.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 18/05/2023

  I have recently spoken to Mr. ******* regarding this matter via email. We are currently working closely with the finance company to ensure this matter is resolved. Mr. ******* accidentally paid our company his financing amount, and unfortunately our account manager missed this at the time. We recognized the error being made and have contacted Simply Group as well as Mr. ******* to identify the mistake. We are committed to resolving this issue and are hoping to have this matter resolved fully in the upcoming weeks. 

  
  

  Thank you, 

  Customer Answer

  Date: 21/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is the same nonsense response Mr. ***** has been providing since January 2023 and the issue is not resolved yet. His response is a lie in that he has not contacted me via e-mail since he will not return e-mails, answer when I call, or return messages.

  The history goes like this:

  1. Feb. 23, 2023 he responded to the BBB complaint saying the issue was resolved.. He failed to provide any documentation and the finance company took a payment March 17th, so he lied. The finance company tried to get the money from him and he would not respond to them either so they keep taking payments.

  2. April 4th he did respond to an e-mail and said "... it would be paid by the end of the week" April 7th. Again no communication after that or documentation to support that. The finance company took another payment May 1st so he lied yet again.

  3. On April 10th he went back on his word in writing to say any credit will be coming from the finance company. So basically at the core he is not even a man of his word which is quite pathetic.

  4. May 11th he fails to answer my call again, yet mistakenly responds to a text. He commits that the money will be transferred by Friday (May 12) or Monday (May 15) at the latest. The finance company has received no transfer of my money yet and he has failed to provide documentation to support his claim,

  This has been going on for five months now and Mr. ***** has proven time and again how unprofessional, unethical, and untrustworthy he is. He committed to issuing me a cheque each month that the finance company took payments until he had transferred my money. He has failed to do so and I am now out of pocket $1518.06.
  

  Now he is saying it will be resolved in the upcoming weeks?. NO! He will return my money to me by the end of this week or I will be going to a lawyer.

  The financial and mental duress this person has caused me doesn't seem to matter to him and I am done with his nonstop lies. Again, he is unprofessional, unethical, and untrustworthy and until I have my money and reimbursement this will stay open. His accreditation can stay suspended forever for all I care. There is no way he can justify this taking 5 months to resolve. He has an extra $24,960 sitting on the books, so it should be easy to rite a cheque to me to resolve this. The only reason it is taking this long would be due to financial irregularities on their part and they are trying to cover their tracks.

  Over the last five months there have been close to 100 e-mails from me to him, to which he responded to maybe 5. There have been around 2 dozen phone calls from me, to which he answered maybe 3. There have been around one and a half dozen voice mails to which he responded to none. None of this is the mark of a professional or trustworthy person Until I have my money or documentation from both DE and the finance company that the money has been moved and the files are closed this will never close.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 24/05/2023

  Hello,

  I have infomed Mr. ******* that I have been in recent contact with the financing company. Even though it may seem as a simple thing to fix from Mr. ******* point of view, that is unfortunately not the case. It's involved a lot accounting and going through bank records. 

   

  That being said, we are hoping to have this matter settled within the next week. I have also informed Mr. ******* that he would be credited back any monthly payments he's made to date for this loan. I have confirmed that with the financing company as well. 

   

  Thank you,

   

  ****** *****

  Customer Answer

  Date: 28/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It is not a complicated issue as Mr. ***** claims. He has an extra $24,960 on the books he can't attach to an expense, that is considered fraud. The finance company already paid him for the job so it is a simple matter of writing a cheque to return my money. I have spoken to other professionals and financing people and they all say the same thing, he is lying and should have returned the money immediately. He is also lying in the fact he says he has contacted me, he has not. He continues to refuse to answer any contact from me and has failed to be a man of his word that has left me in financial stress. He committed to this being completed by April 7th, it was not, and again by May 15th which it wasn't. He committed to sending me a cheque each month, from my money that he has, until the issue was resolved. He broke that commitment as well. I provided him the evidence of the cashed cheques since he "couldn't find the January"  cheque. That is all the evidence he needs.It is simple, give me a cheque for my money to close this, and deal with your accounting issues on your own time. Not complicated at all and I'm sure a lawyer and the courts will feel the same which is my next step.
  

  There is no valid reason that this is still ongoing, 5 1/2 months later. Any reputable company and owner, which these people are not, would have resolved it by issuing me the cheque right away.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:15/12/2022

  Type:Customer Service 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.

  Back in September of 2021 I hired Dream exteriors for my eavestrough‘s, soffit, facia, three phantom screen doors, and the insulation of my attic. I gave them a 25% down ($9000). And we have an And we have a remaining bill of roughly $26000 that we are paying on the 12 month no interest contract through simply good financial. I was told that we wouldn’t have to start making payments until the job was completely finished. They finish the job in February or March 2021. It hasn’t been an I was told that we wouldn’t have to start making payments until the job was completely finished. They finished the job in February or March 2022. It hasn’t even been a year and now we have to start making payments as of May 2023. Everything looked great until we receive complaints from our tenants that the company had left debris all around the outside of the house. There were long nails, sharp, small pieces of metal and they didn’t take the original windows as we requested later on. I as the owner of the home had to come out and clean up the debris to make it safe for my tenants to be able to be outside on the grass. I contacted the company several times in regards to the debris and the windows and I got no response. I also like to say that I was not notified about having my house surveyed prior to having the windows installed and I have now missed out on my rebate for energy saving. Josiah kept telling me not to worry about the rebate that he will take care of it and when I called to inquire about it through energy Canada, they informed me that I didn’t have my house surveyed prior to having the windows installed and that we do not qualify. I feel like there is bad communication through this company and when I asked to speak to higher management, I was ignored through emails and phone calls. Some of the work has not been finished, it is now been a year since the work was completed and I yet haven’t seen my phantom screen doors. I’m not pleased with the way this company works.

  Business Response

  Date: 18/05/2023

  We have completed the deficiencies outlined by Mrs. ***** and have since spoken with her in person and over the phone to ensure she was happy and satisfied. She last mentioned that she would contact the BBB to let them know that this issue has been fully resolved. 

  
  

  Thank you,

  Customer Answer

  Date: 18/05/2023

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

• Initial Complaint

  Date:30/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My project was set to begin late June weather permitting. Each week I’d be directed to speak to different employees of Dreams, none of which knew when my project would begin. I’d then be given various dates throughout June, early July, late July, and early August where I was told “I was in the production schedule and the the crew will be on site”. Safe to say I was lied to and mislead several times where I would show up to my renovation project 2 hours from my personal residence just to find no one from Dreams in sight. No text, no call, no notice not once to let me know the job had been delayed yet again. My project finally began in the final week of August. As the job was reaching completion, Josiah (owner of Dream Exteriors) was incredibly adamant about receiving his payment to which I complied and paid him promptly. Only to come back to my house to see the crew had left, cleaned up and left my house with no eavestroughs installed (which was apart of the scope of work). I called the production crew where they explained to me they don’t obtain the required equipment to finish that portion of the job. Fast forward, I haven’t heard from Josiah since and my job wasn’t completed until September 19th by a company outsourced by Dreams when I was told this would be done “in house”. When asked why Josiah pressured me into paying him for a job that wasn’t even complete I was given no answer as usual.
  The owner of the company clearly stated several times that he would take care of the windows rebate process for me. Fast forward today I was directed to deal with a third party company to conduct a final audit, only to learn they have terminated their relationship with dream exteriors for poor work practices and that I am no longer eligible for the $5000 grant because a pre evaluation was not conducted. The entire time I was under the assumption the correct measures would be taken considering he claimed to take care of the process.

  Business Response

  Date: 15/12/2022

  Hello,

  We recently spoke to the homeowner regarding the concerns noted above. We have agreed to assist the customer in helping him get his rebate by providing photos and window confirmation. 

   

  Thank you,

   

  Josiah 

• Initial Complaint

  Date:20/09/2022

  Type:Customer Service 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.

  My mother hired Dream Exteriors to replace the siding on our house and roof vents, which happened around June time frame. Once the siding was done, they worked on building a new shed and siding it. At this time the scaffolding from the house was left in the backyard. The shed work continued until well into August, during which time the scaffolding was still in the backyard not being used.
  My mother had reached out to them several times to have them remove the scaffolding and the dumpster left at the property once the job was completed, it took 2-3 weeks to have that done, and they still had not installed the roof vents that were paid for.
  I myself had called the business at the end of Aug, left a message, no reply. I called again after 2 weeks (their answering machine says 24-48 hours) and left another message. I called a third time, Sept 14th, spoke with Kelly who stated that she would follow up with the owner. I have not heard back.
  All we would like is to have the venting replaced as promised as it was purchased as part of the renovations.
  I did not want to go this route, however my calls are not being returned. There might be some resentment for my mother due to the relationship between her and the business, however this has nothing to do with me or the job that they have yet to finish.

  Customer Answer

  Date: 28/10/2022

  Dream Exteriors has come out to the property and finished the job, therefore this complaint can be closed as resolved.

   

   

   

  Thanks,

  Deana Carter