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:18/08/2022

  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.

  We initially agreed to a white EDPM roof replacement on our trailer . Upon showing up at the site a Black roof membrane was being installed. At no time was I informed of the change. I reluctantly agreed to the change due to the fact white was not available.
  The roof is now leaking and bubbling.
  
  Upon inspection by an EPDM expert a number of installation deficiencies were observed including;
  -roof leaking damage to inside of trailer
  -no flashing along roof edge for proper seal ( Im now using duct tape to hold down roof.. see picture attached)
  -roof vents or stacks not sealed properly
  -membrane installed in the wrong direction creating numerous and unnecessary amount of seams
  -due to the number seams roof is not aesthetically pleasing to look at potentially lowering the value of the trailer if we were to sell
  -wrong sealant tape used increasing the potential for future leaks
  - wrong membrane overlap procedure . again risking future leaks
  -not installed to Firestone standards
  After receiving the expert’s report the owner texted us and stated the roof would be replaced This written confirmation was sent over 3 weeks ago. Owner will not return our calls or texts to setup install date or answer questions.
  Your help would be greatly appreciated
  
  Regards
  J Brown

  Business Response

  Date: 19/08/2022

  Good afternoon - This issues has been resolved with owner ****** *****, this afternoon in a telephone call

• Initial Complaint

  Date:04/08/2022

  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.

  I signed a contract on June 9 and paid a 50% deposit on June 14 with a verbal commitment that the work would be done in July. The contract states 25% at signing of contract and 25% when work commences. I did not pursue correction on this as I expected work to be done within a few weeks.
  
  As of July 18 I heard nothing and followed up to get a committed start date. I got no response to emails and voicemails until I advised that I would be filing a complaint. The lack of communication from their end and lack of response to my attempts to communicate raised concerns. Any reputable business that wants to keep their customers happy would not make it so difficult for a customer to get an answer. This combined with the 50% deposit situation made me wonder ** **** ***** ** ************ **** ********* ** *********** ************ **** ***** **** ** ********* *** **** ** **** ** ***** **** ** ***** *** ********* I no longer wanted to do business with them.
  
  I requested a refund and was told I would get a call from the owner to address my concerns. He did not call and the next day an employee advised it would be no problem to get a refund. Several days later I had not heard from anyone so I called and was told the owner still needed to authorize the refund. A few days later I got a call indicating they would not provide a refund and would do the work the following week.
  
  At this point there was a repeated pattern of not meeting commitments, I lost trust with this company and no longer wanted them to do the work. I was offered the owner's phone number to contact him, but I suggested it was time he call me. He did not.
  
  A few days later I emailed the owner, outlined my concerns, and once again requested a refund. He did not back up his employee that promised the refund and refused. He made a point of telling me how happy he was with his proposed resolution and how extremely fair he thought it was, despite it being a "wee bit frustrating" for me.

  Business Response

  Date: 19/08/2022

  Hello,

  We have communicated many times with ***** in respect to her project via phone and email. When she first called in to our office wanting to "Cancel" the project due to it not being completed yet it was after she received an email updating our customers on our delay in production, we explained to her a few options. First being, due to labour shortages across the board as well as material shortages we were a little behind in our production schedule. We highlighted that every customer is as equally important as she is, and we would do our best to accommodate her within a reasonable time frame. 

  A few days later, our office manager Kelly called ***** with an update explaining we could get her project completed the following week, which in our opinion was a great solution. ***** said she already hired another company to complete the work and demanded a refund. We apologized for not being able to meet her demands and we approved the refund immediately via cheque. The cheque was mailed out the following day (August 5th) via ****** ****, and she was also notified by email. 

  A few days ago, ***** emailed in threatening legal action if her cheque wasn't in her mailbox by Friday. She also wanted us to cancel the cheque and provide a certified cheque via courier instead now. We declined the request due to initial cheque being mailed out as per our agreement. 

  In my professional opinion, we recognized that we could've been more proactive in our communication approach, and we did send that email trying to be proactive. We have taken this feedback as constructive criticism and have applied it to our management team.    

  Thank you, 

   

  Josiah 

  Customer Answer

  Date: 09/09/2022

  Yes, I received it. 

• Initial Complaint

  Date:02/08/2022

  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.

  Contract signed: Jan 14, 2022.
  Total cost: $48,500 ($12,500 deposit paid).
  Remaining amount financed (12 months, no interest).
  Work started: June 8th.
  Work: New siding, vented soffit, fascia, eavestrough, downspouts, mitre corners, blown insulation in attic, Moore vents, windows and exterior doors.
  No account # given, contract attached.
  
  Nature of the dispute is that:
  • Some work has not been completed.
  • Poor quality of work completed.
  • Vacation days used to supervise.
  • Left home unprotected and unsafe.
  
  The business has half-heartedly tried to resolve issues but has cut corners and is no longer returning phone calls, texts, and emails.
  
  Some of the issues that we have dealt with:
  • Informed work would start May 30th, did not until June 8th.
  • Multiple vacation days used to supervise staff.
  • June 8th eavestrough was removed, contributed to basement leaking that night.
  • *** ***** *** ***** ** *** ***** ***** * ***** ******* ********** **** ** *** ***** * ***** ******* ********* ***** ******** • Front door left without a handle/lock from June 14-17.
  • ***** ****** **** ** *** ******* • Debris left around the property daily.
  • No drop cloth used when working inside.
  • Still unable to hook up our security system since back door isn’t finished.
  • Ventilation not added to the soffit ***** ******** ** ********).
  • No levels used when installing windows.
  • No final walk through completed.
  • Back door – glass installed backward.
  • Front door – does not line up with weather stripping, frosting not straight.
  • Door trim – base of both doors unfished.
  • Attic insulation – topped up to 18” and not level (22” in the contract)
  • Attic insulation – no box was built around the access panel, no proper plug installed.
  • Front window – window installed too small and trim/drywall unfinished.
  • Old blinds do not fit new front window.
  • Front door lock – not secured.
  • Siding – bowed at corners, edges not finished.
  • Missing stickers for two windows (lost money on energy audit).

  Business Response

  Date: 19/08/2022

  Hello, 

  We have spoken numerous times to **** ******** regarding his above noted concerns. 

  Prior to the project starting, we noted Mr. ******** frustrated with the installation time line and his feedback to us was we could improve with our communication. We acknowledged his feedback and took full ownership of not providing that communication. 

  During the duration of the project, there were a few hiccups along the way. One being the end of day clean up. Our crews lacked cleaning up on a few occasions, so we had a meeting with our site supervisor and immediately following Mr. complaint, we sent him over to do a proper clean up as well as apologize to his family. 

  Towards the end of the project, Mr. ******** seemed quite happy with the overall project and job. There was never a time he demonstrated that he wasn't happy or had issues of the final product towards the end. 

  After reading Mr. ********* comments, we were first hearing of majority of them. Not one email or phone was made to our office or management team reflecting one. We even had our production manager at the time Devon Mcdonald meet Mr. ******** on site to ensure he was happy. The 2 noted items we were aware of was the door being delivered with the wrong window (manufacturer issue) and secondly a few window stickers missing from the windows. Both the new glass insert and stickers were ordered for Mr. ******** right away though ***** our supplier. 

  We updated Mr. ******** that is what happened. On numerous phone calls he seemed happy and there were no issues noted. 

  That being said, we stand behind our work and would be happy to go back and fix any deficiencies that need to be fixed. 

  Thank you! 

  
  Warm Regards,

  ****** Gouin