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:28/09/2024

  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.

  *** installed a walkway and ****************** for us in September of 2024. The driveway was completed with non traffic rated stones and the jointing sand was improperly installed, among many other issues listed below.The Blu 60MM patio pavers, as confirmed by the manufacturer, are not rated for use on a driveway and will not be covered under their lifetime transferable warranty if installed in this fashion. In the Techo-Bloc Blu series, only the Blu 80 MM is rated for driveway ****** is a contractors responsibility to ensure that the products being used are approved for the intended application in this case, it was your responsibility to ensure that Blu80 driveway pavers were installed on the *********** homeowners, we cannot overlook this oversight, regardless of whether you have used this product on other driveways. The lifetime transferrable warranty that ********** offers a time period that is substantially greater than your own 3-year warranty as installers - was an essential component for us as it would protect the investment we (and any future homeowners) have made in our property. Moreover, allowing the use of unapproved, unsafe products on our property means that, should we sell down the line, we would be selling the home with a latent defect and could be held liable.On top of this, after measuring out our space we have realized that there is a large default in the square footage quoted and the square footage received. In total, you quoted 1905 sq feet and installed ******.Also, the stabilizing sand was not installed as per the specification of the manufacture. It is also clear that the sand has not set, several days later, and is now bubbling up in some spots and many pavers have lost 50% of their sand.Also, no porch extension was completed as agreed. Given this information, I am seeking a refund proportional to these defects.

  Business Response

  Date: 29/09/2024

  Dear BBB,

   

  We indeed had a contract with ****** and her wife **** ****. The project was to install an new interlock driveway, connecting walkway, new step landings, a planter running parallel with the home and a curb garden. Photo's are attached above. We also have photo's and videos during the construction process and prior to commencing. We completed everything that we were to complete as per contract with them. The project was built to the highest degree of sustainability as all of our many projects are. These clients came referred from two other past clients we have built projects for. We have recordings that we can send to you showing how satisfied they were during the construction process. All the way until the last day when they submitted the final payment. ****** mentioning how much she loves it and how happy she was after producing the final cheque. Then the following day all of a sudden change their tune and try to request all of the money back on the completed project. There were some minor changes that were brought upon by Remi and ******. In which we fulfilled. We emailed them constantly throughout the construction process to answer questions and keep them updated (all of course in which we have and can send over). While on site we touched base with them to confirm what they wanted for many different avenues prior to going ahead with the particular portion. Spray painting things out for an easier visual etc for them. We worked everyday (except one downpour day) from start to finish. We did not bounce around and leave the project stalled such as we have seen a lot of. We take pride in being the utmost professional and strive to build gorgeous very sustainable projects. We have done hundreds of projects over the years and have many clients that will contest to this. 

   

  Pertaining to the driveway. We excavated 24" depth throughout the entirety of the driveway. We compacted the sub base with our large ******lb compaction force compactor. We installed two layers of commercial rated geo for optimum sustainability. We compacted the granular base in layers also with the large compactor. We even compacted the stonedust layer in two sections prior to final grade. All of these items are to ensure the base is super sustainable and strong. This is how we do all of our driveway bases. The step landings and base block for the garden planter are installed in concrete (oppose to normal standard being graded stonedust). Again for optimum sustainability. We used the PLxl construction adhesive for the garden wall stacking. We used a G2 grouting sand for all the grouting throughout the pavers. All of these are normal practice for us as we build very strong, quality sustainable projects. All of these facets require a different skill set to normal installations, as well cost more money. However, we take a lot of pride to make sure our builds are to a high degree. We use a 60mm paver on the majority of our driveway installations. Have done so for many years. As long as the base is the super base as mentioned above. There are never any issue at all. This was our scope of work for this project as well. There was never any mention at all about using an 80mm paver for these clients. Not on the contract and not brought up first hand. Not until the project was 100% completed of course. They were also watching the majority of the time that work was being performed. Came out many times with questions from what they were watching. The driveway had been fully graded days prior to us installing the driveway pavers. They knew that we were installing the blu series interlock and villagio banding. Both coming in 60mm. As we had all the same pavers already installed on the walkway and landings. Why not bring anything up the entire time they were watching us install the whole driveway? The projects gross value per contract was $36,000.00. The market value for this build is in the mid 40's range. We also negotiated a very strong price for them from the beginning (again with emails saved that we can forward to you). We did so as they were a referred client as well situated in a neighborhood that we were confident would produce more work once clients have seen our work. Which in fact we have secured two more projects in the neighborhood for the fall season. Have received four calls from the neighborhood with people mentioning how good the project looks and wanting something in similar fashion. As we can see from their resolution suggestion. When the project is fully completed and shown satisfaction throughout the build process. It's quite clear what these two are trying to do. 

  We are hoping we do not need to seek our legal council in this matter but are prepared to do so if need be. 

  Yours truly,

   

  **** ******* & *** ******

  Ottawa landscape masters inc. 

   

  Customer Answer

  Date: 29/09/2024

   
  Complaint: 22353239
  
  I am rejecting this response because:
  
  

  We already have several expert opinions on the work done. We have confirmation from techo-bloc that the 60 isnt driveway grade and wont be warrantied. We have expert opinions from the manufacturer of the jointing sand, namely that it wasnt installed properly and therefore is also not covered by the warranty (and is also why we are already seeing washout). We have expert opinions on the state of our lawn after the soil you dumped on it and the cost to repair it. We have expert measurements between what is in the contract and the actual final product that you keep saying was enlarged (it wasnt). So please stop trying to say that you went above and beyond - its not true. 
  
  
  All we wanted was the driveway grade product. We would have let everything else go. If youd told us the driveway pavers you used were the 80, we would have been ok with the rest. But now everything else is called into question (hence why we have now looked more closely at everything and continue to find issues) because we cant even trust that youve used the grade appropriate products - which should be a minimum when hiring a contractor. 
  
  
  Remi is a lawyer and Im an analyst, so trust that we can read and interpret the law and contract and govern ourselves accordingly.
  
  
  There is nothing slanderous about what weve said- its all fact and documented (some of which with our own videos). Theres also plenty of case law on slander and on whats expected of a contractor. Trust that weve read through a great deal of it. Trying to threaten us through private emails wont work. 
  
  
  We wanted to give you a chance because we truly believe in rehabilitation and that people can turn their lives around. We are giving you a chance to acknowledge that mistake and make this right. But if you wont do that, then we couldnt live with ourselves knowing that other families could end up in the same space. Its just not right. 
  
  
  As for the proposed new invoices, your lawyer will tell you thats not how contract law works - you cant back charge customers after the fact because youre upset, particularly when there is a difference between what was promised and received. 

  
  
  Best, 
  ****** Cole 
  
  

  Business Response

  Date: 02/10/2024

  Hi BBB,

   

  As mentioned in the original response. We have used 60mm pavers on many of our driveway installations that we have done. This was the plan the entire time for these particular clients as well. Super base installation with a BLUseries paver (which is 60mm) banded with a Villagio paver (which is only manufactured in a 60mm size). Grouted with a G2 grouting sand. All in which is clearly stipulated on the contract. All in which we have done and completed. All documented. Pertaining to the grouting sand. As mentioned we used the high quality G2 grouting sand throughout. As we do on every build we do. We broom installed the entirety of the areas required. We even go above and beyond and create small mounds with the stone dust on the perimeter banding edge acting as a temporary form. We then hand broom in the entire perimeter edge with a small masonry hand held broom. We mist wet the entire area so the grouting sand stabilizes properly. After it dries. We go around the entire area to make sure everything is sanded and sealed. We add in areas that may require more stabilizing. We then mist wet the entire areas again (x3 times) to make sure everything is wet and fully stabilizes properly. As with any project. We take a lot of pride in what we do. We have already told these clients that if they had any issues that we would return and rectify a potential issue. We have a three year labor warranty on our builds. However we have even gone to past clients well over a 3 year period if there is a small rectifying issue needed. All for no charge. We stand behind what we do. That is no different for any project that we build. 

   

  Attached are photos of this particular completed project. 

   

  Thank you. 

  Customer Answer

  Date: 08/10/2024

   
  Complaint: 22353239
  
  I am rejecting this response because:

  As mentioned in the original response. We have used 60mm pavers on many of our driveway installations that we have done. This was the plan the entire time for these particular clients as well. Super base installation with a BLUseries paver (which is 60mm) banded with a Villagio paver (which is only manufactured in a 60mm size).
  
  Techo-Bloc Product Specifications
  
  Regarding the installation of Blu 60MM on the driveway, it is important to reiterate that according to industry standards and Canadian construction law, Blu series pavers used for vehicular applications need to be 80mm thick. We confirmed this with the manufacturer, and have attached that email to this letter.
  
  To help you understand, please find a detailed breakdown of why the Blu60 is not appropriate for driveway use, as per *** standards.
  
  
  Blu60 MM also do not meet *** criteria for vehicular applications
  
  According to ***-A231.2, Precast Concrete Pavers, concrete pavers produced for vehicular applications must meet specific criteria. The standard defines a concrete paver as having:
  A surface area less than or equal to 140 in (0.09 m),
  An aspect ratio no greater than 3:1 for vehicular applications, and
  A minimum thickness of 2 3/8 inches (60 mm).
  
  The Blu60 slabs you installed on our driveway do not meet these requirements.Specifically:
  The surface area of the 13 x 19 inch slabs you installed is 247 in, which exceeds the maximum allowable surface area of 140 in under the *** standard.
  The aspect ratio of these slabs is 8:1, which is significantly greater than the 3:1 limit for vehicular applications.
  Only the smallest of the three stone in the Blu60 series meets these requirements.
   This helps to explain why the 60mm pavers you tore up from our initial driveway had lasted 40 years: they were within these aspect ratios. To further explain that though, we've written the following with the assistance of a local engineer: 
  
  Intended Application:
  60mm Blu Series: As described by the manufacturer in the technical sheets and booklet you gave us, this version is called a SLAB and not a paver. It designed for pedestrian and light-use applications, such as patios, walkways, and residential outdoor areas. The thinner profile is sufficient to support foot traffic and light static loads, but it is not engineered for the high stresses generated by vehicular loads. Please see the attached data sheet for specs.
  80mm Blu Series: The 80mm version is intended for vehicular applications, such as driveways or commercial settings where heavier loads are present. The increased thickness provides greater structural integrity and resilience under dynamic loads from cars and heavier vehicles.
  
  Load-Bearing Capacity:
  The 60mm slab has a lower compressive and flexural strength simply due to its reduced thickness. It will deform or crack under vehicular loads.
  The 80mm paver, by contrast, has a greater mass and depth, allowing it to better resist compressive forces from vehicles and withstand the stresses of thermal expansion, ground shifts, and freeze-thaw cycles. Its additional thickness enhances its durability in high-load environments.
  
  Structural Performance and Durability:
  60mm Blu slabs are suited for areas with less mechanical stress. Their thinner profile makes them easier to install and less costly for projects requiring only pedestrian durability.
  80mm Blu pavers provide greater resistance to cracking, particularly in driveway applications where vehicles exert dynamic loads that require additional thickness to prevent bending or breakage over time.
  
  Subgrade and Installation Considerations:
  For the 60mm slab, the subgrade does not need to be as robust, as it will only need to support lighter loads. Installation might be quicker and involve less base material.
  For the 80mm paver, a more robust subgrade is often required to ensure proper load distribution and long-term durability under heavier traffic.
  
  In summary, the primary distinction between the Techo-Bloc Blu 60mm and 80mm series is their respective load-bearing capacity and suitability for different applications. The 80mm Blu series is specifically engineered for vehicular use, offering higher structural performance and resilience, whereas the 60mm series is optimized for pedestrian applications where such heavy-duty performance is not necessary. The manufacturer does not warrant or recommend the Blu60 on driveways, which I might add is something you showed us on the day of our initial quote.
  
  It is also important to note that failure will occur, but likely not at first: 
  
  The failure of a Blu60 slab in a driveway application is unlikely to be immediate, but is more likely to occur gradually over time due to a combination of factors such as load cycles, subgrade conditions, and environmental influences.
  
  Heres a breakdown of why:
  
  Initial Performance: Upon installation, a 60mm slab may appear to hold up under the weight of a vehicle, especially if the subgrade and base preparation are done well. However, this is often temporary, as the paver is not designed for repeated vehicular loads.
  
  Progressive Load Accumulation: Over time, as vehicles repeatedly drive and park on the surface, the constant application of dynamic loads will exert stress on the slabs. Given that the 60mm thickness has less structural capacity, it will start to degrade. The stress from tire loads is not uniformly distributed and will create points of high pressure, particularly around the joints. These localized stresses can lead to cracking or slab displacement.
  
  Subgrade and Base Shift: Even with a well-prepared subgrade, the repeated vehicular loads on 60mm slabs can cause the base material to shift or settle unevenly. This is especially true in climates with freeze-thaw cycles, where the ground expands and contracts. The pavers may then begin to shift or sink, exacerbating the stresses they experience.
  
  Environmental Factors: Weather plays a crucial role in the degradation process. Rainwater infiltration, freezing and thawing cycles, and thermal expansion can all accelerate the breakdown of the pavers. Thicker pavers, like the 80mm versions, are better able to withstand these environmental stresses, while 60mm slabs are more prone to crack or deform under such conditions.
  
  Visible Signs of Failure Over Time:
  Cracking: The first sign of failure will likely be small cracks, particularly where slabs bear the most load (e.g., under tire paths).
  Sinking or Shifting: Over time, as the subgrade shifts or compresses, the slabs may sink or shift, leading to uneven surfaces and potential trip hazards.
  Joint Failure: As pavers start to shift or crack, joints can widen or lose stability, further compromising the overall integrity of the driveway.
  
  In summary, while a Blu60mm slab may not fail immediately under vehicular load, it is highly susceptible to progressive failure over time, especially as it experiences repeated load cycles and environmental stress. The lifespan of such a driveway would likely be significantly shorter than one constructed with 80mm pavers, which are designed for these conditions. 
  
  We emphasize that, given that in our initial emails specifically stated we were looking for a driveway robust longevity (which is why we chose the much more expensive interlock to begin with), this is an error that we cannot overlook.
  
  Voids manufacturer warranty
  
  In addition to the structural issues outlined above with the use of the Blu60 slab on a driveway, it must be noted Techo-bloc will not warranty Blu60mm slabs installed on driveways. Techo-Bloc products that are properly installed for their intended use are subject to a lifetime warranty. Your application of an improper product means that you have deprived us of this warranty a component that is essential for us to protect our investment in this project.
  
  Why you are responsible for this error:
  
  Canadian construction law is consistent that contractors are generally required to meet industry standards, comply with the building code,and perform their work in a "workmanlike" manner, and that owners are entitled to rely on the skill and experience of the contractor (********* v. Collins (1992), 2 W.W.R. 47 (SaskSC)).
  
  With that in mind, there is an implied duty imposed on contractors to use suitable materials for the intended application, even if the contract does not specify the exact grade of material to use. As noted in ********************* v *****, 2017 CanLII ***** (Superior Court of Justice, ******** Small Claims Court), for example:
  
  Some contractors hold the mistaken belief that the legal obligations under a contract are simply to do what was specified within the contract.  This perception can lead to legal action for failure of durability or suitability of the work product.  Where a contractor agrees to supply materials and perform work, the law imposes an implied term within the contract that the materials and work will be both reasonably durable as well as reasonably suitable for the job. (underlining ours)
  
  In other words, you had an obligation to ensure that the products you selected would be appropriate for their intended use. As explained above, the Blu60MM slab is not an appropriate product for driveways.
  
  Moreover,even if we had asked for Blu 60MM for the driveway (something which we most certainly did not do), you would have had an obligation to inform us of the fact that Blu60MM cannot be used on driveways and select an appropriate product prior to installation. This is because, as confirmed in the jurisprudence, a contractor must perform beyond just completing work in accordance to the design or specifications; the contractor must achieve the reasonably expected result.(Superior Court of Justice, ******** Small Claims Court), ********************* v *****, supra).
  
  This obligation is articulated in Alliance v. Manorcore, 2013 CanLii 60850  (*********************************), as follows:
  
  The *********************** in Steel *** of Canada *. ******************************, 1966 CanLII 13 (SCC), [1966] S.C.R. 746 approves the proposition in Hudsons Building and Engineering Contracts, 8th *** 1959 which states Sometimes again, a contractor will expressly undertake to carry out work which will perform a certain duty or function in conformity with plans and specifications, and it turns out that the work constructed in accordance with the plans and specifications will not perform that duty or function.  It would appear that generally the express obligation to construct work capable of carrying out the duty in question overrides the obligation to comply with the plans and specifications, and the contractor will be liable for the failure of the work notwithstanding that it is carried out in accordance with the plans and specifications. Nor will he be entitled to extra payment for amending the work so that it will perform the stipulated duty. (underlining ours)
  
  In addition to the error made with the improper use of the Blu60 slab, I must bring to your attention a significant discrepancy between the square footage outlined in our contract and what has been deliver*** The contract specifies ***** square feet, whereas the actual area completed is only 943 square feet, which represents a 51.1%shortfall. Under Canadian contract law, a material breach such as this allows the affected party to seek remedies, which may include compensation or rectification of the deficiency. You have yet to respond to this, aside from again saying "you went above and beyond and extended aspects of the project" when in fact it is substantially smaller than discussed and the stones themselves are not even rated for the use to which we had request***
  
  Moreover, the landscapers we brought in also flagged issues with the improper installation of jointing sand. This critical component serves to lock the pavers in place and stabilize the surface,preventing shifting and weed growth. Improper installation of the jointing sand can compromise the structural integrity of the paving system, leading to movement of the pavers and potential damage. It also voids the 15-year warranty associated with the product. As a result, the overall durability and longevity of the driveway are at risk, and this issue needs to be addressed promptly to avoid further complications. We brought this to your attention early on with no response. You are saying you went above and beyond by hand sweeping, but yet you can't even follow the simple manufacturers instructions on the bag. Installing it properly is the bare minimum. There was no "above and beyond" here. 
  
  We emphasize again that contractors are responsible for ensuring that the products they use are installed correctly. Failure to do so means that a contractor can be held liable for defective work and resulting breach of contract. This is explained in *. ********* and **** *********, ********* on Canadian Building Contracts, fourth edition (*******; ********, 1988 at pp. 5-11 to 5-14 under a Breach Contract; 2. By ************************ Work, which reads in part as follows:
  
  Work which does not meet the requirements of the specifications contained in the contract,or which, in the absence of such specifications, is not a reasonable workmanlike quality, is not proper compliance with the contract and constitutes a breach.  Furthermore, compliance by the contractor with the specifications will not be sufficient performance if the specifications were prepared by him and are deficient, even if they were approved by the owner.  Whether work, or material supplied, is defective or not is, in each case, a question of fact, depending on the construction of the particular specifications where there are any, and on expert evidence as to what is reasonable where there are none.
  
  
  
  Apart from being contractually liable to the owner, a contractor who has been guilty of negligent construction resulting in a dangerous or unsafe structure may be liable in tort to the owner and to third parties. ...The standard of care for which the contractor is responsible may be determined by his contracts with the owner or subcontractor or, in the absence of specific provisions applying to the circumstances, by expert evidence about the standard of conduct in his industry.
  
                  (cited with approval in ***** v. *****************************, 2000 CanLII 3533 (NS SC))
  
  
  We acknowledge that it is our duty to give you the opportunity to rectify the situation, which is why we have made repeated attempts to bring this to your attention, in the hope that you would acknowledge the mistake and seek to rectify it. We truly would like to come to a resolution that is fair.
  
  However, based on the responses we have received from you,it appears as though you have no intention on seeking to rectify these errors,as you do not believe any error has been made and have in fact threatened to take a variety of actions against us, including a defamation claim (based on the online review we wrote to warn others that you made this significant error and have thus far failed to acknowledge or seek to rectify it) and somehow attempting to back-charge us the work you have completed (which is, again, not how contract law works, particularly when we have already paid you the entirety of what was stipulated in our contract).
  
  We really and truly would rather rectify this in more amicable way. If you have information from others that states that the Blu60mm is safe for driveway applications, perhaps you may have your own grounds to dispute that here. I.e.,if the stone-yard approved the stones for this use, perhaps they would be willing to give you some assistance with this. If you do admit that mistakes were made and work with us to rectify them, we would gladly amend our online review to show that. But as it stands we have had two landscapers, an engineer, the manufacturer and the stone yard all confirming that the Blu60mm should never have been applied in this way and severely limits the lifespan of the product. These views and specifications are documented and will be shared as expert opinions should we be required to take further action here. 
  
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 23/10/2024

  Hi BBB,

   

  We read through these two ladies full copy and paste info they have received from the internet. First off they mention that they have tried to contact us pertaining to a "resolution". This is not valid. The only resolution in their view is to try and get more money returned as that is their goal in this matter. As well have some grievance where they feel after getting a full front yard build completed for a massive discount in comparison to the market value of the project (completed and looks fantastic); to go and try and slander us all over the internet on all portals that we are apart of. As well convince their friends to leave us negative reviews where we have no dealings with them.  They also mentioned they "paid us in full". This is also not true. They fraudulently gave us a non active account cheque for the final instalment of $1,800.00. We are currently dealing with our counsel on this matter and will be proceeding legally. They even tried to have the first instalment that was paid via credit card reversed. The amount being $10,800.00. They told the credit card provider that the services were not rendered and that we did not do any of the work pertaining to the charge. Thankfully after back and forth with our processor company. They deemed that ****** **** and ****** Calbry-Muzyka were not truthful in the matter and they have sided with us. Which of course again, we have completed the project in full. We reiterate again from the last response. They knew what products we were using from the start of the build. We showed them samples, explained everything multiple times first hand as well have it stipulated on our contract under our scope of work. The project is valued at approx $47,000.00. We did this build for them for $36,000.00. Our motivation behind this large discount was having confidence we would attain other business in this areas after completion of this build. Which is common for us. No different here. We have logged in two full size builds and one smaller project in the area in the meantime. We will be doing two of the projects this fall season. This being said. With the very large discount we gave these "referred" clients. We did everything in our scope of work that we were hired to do. If they truly want us to remove all the stone work and use a different paver. We can do so. However of course there will be a large cost associated with the amount of work and materials required to do something like this. They show concern about the pavers on the driveway. Wouldn't most people wait to see if they have any issue with the pavers whatsoever prior to making these complaints? Perhaps if the pavers actually broke, fell apart, our base was no good etc. Actual valid things. These ladies are complaining all over the internet with no related issues at all. If there was any valid issue. We would without a doubt rectify the issue (broken stone/grade etc). As well stand up on our warranties and most just back our work. As we have done for two decades. 

  If they're truly so concerned about the pavers that we have installed and want us to use a different product. We can schedule an addendum contract and have everything removed. We have several more photos etc of the project current to date. In the meantime they have purposely on non-purposefully dumped white paint all over the interlock laneway. Essentially ruining the entirety of the driveway pavers finish. 

   

  We thank you again team BBB. 

  Customer Answer

  Date: 30/10/2024

  Complaint: 22353239
  
  I am rejecting this response because:
  Continued misgendering is a form of discrimination and harassment, which is precisely why we were hesitant to raise any concerns in person from the start. You are aware that we are trans, yet you continue to address us inappropriately, including through your repeated reference to us as ladies and the use of pronouns in a way that mocks our identities. As a service provider, you have an obligation under Ontario law not to discriminate against customers, regardless of any disagreement over service delivery or products.
  
  With respect to your claims that the installation was performed correctly and that we made no attempts to have the issue rectified before initiating complaints, this is demonstrably false. Attached, youll find a complete record of communications, including emails in which we requested that the driveway be fixed with appropriate driveway pavers. As we and several experts have pointed out, patio slabs are not suitable for driveways, as they are not rated for this purpose. This has been documented and, if necessary, will be presented.
  
  I am also attaching several documents that verify our claims. This includes one from the product manufacturer confirming that patio slabs are unsuitable for driveway use, as explicitly stated in the product guide you provided. Your inability to adhere to basic contractual and building standards is not our responsibility.
  Regarding the "paid in full" status, please note that we communicated that if the issues were not resolved, we would cancel our final cheque and contact the credit card company for a chargebackboth actions fully supported by Ontarios consumer protection laws. Calling this "fraudulent" is defamation, as we are well within our rights. We have provided extensive evidence of our claim, while you have given no third-party support for your own.
  
  Additionally, your claim that the credit card company has sided with you is misleading, as the case remains open pending submission on our end. We have retained extensive documentation to ensure our account is thorough and will be submitting it in the coming days. Weve taken the time to gather detailed accounts from several experts to strengthen our case, while you have yet to provide us with a single account outside of your own.
  
  To clarify further, the referral you mentioned has since informed us of several others who encountered similar defects in your work. This too is documented and will be presented if necessary.
  
  As for your point that nothing is failing, this is also false. I am attaching a video showing movement and instability in the installation, along with an email from a reputable landscaper who identified multiple defects in your work, indicating that it does not meet building codes or industry standards in several areas. We have also obtained similar assessments from two additional landscapers.
  
  The defects in the jointing sand are also evident in the documents weve provided. As weve told you, we have had to restrict parking to avoid further damage and have already canceled our snow-plowing contract.
  
  The white paint you referenced was, in fact, an oil-removal chalk-like product we used to clean stains so that, if the pavers are removed, they may still be reusable. We have done our utmost to preserve the product while awaiting a resolution, yet you continue to make false allegations about our intentions and actions.
  Regarding our decision to take action now: we are seeking appropriate, proactive corrective action, as there is no rational basis to delay addressing an improper installation while still within the legal timeframe to pursue action. The slabs are already shifting, and we have expert reports confirming the installation is unsafe and non-compliant.
  
  Clearly this conversation is going no where, so we will not be continuing it within this mechanism. If further responses are issued, we will limit our reply to a brief rejection. We are satisfied that the record will be available for public review, aiding others in making informed decisions. While we expect little in terms of restitution from your company, our public review may help future clients avoid similar issues.
  
  If we encounter you in the neighborhood, please know that we will address these issues directly with the homeowner.
  
  A local reporter has also shown interest in covering this case, adding to the documented accounts that illustrate Ottawa Landscape Masters history of unresolved issues. If we choose to proceed with this coverage, it will be with the intent of ensuring others safety. We are fortunate to have the resources and legal background to manage this situation, but not everyone has that advantage. It is a small effort we can make on behalf of others in our community.

  We've uploaded a video that shows the movement in the pavers to our ****** review. We are including the email exchanges here, where we ask OLM to replace the blu60s with the proper product or refund the difference for this part of the scope to show you the holes in their story. Had they been reasonable at this point, we wouldn't be escalating in this manner. We are only asking for what was contractually agreed to.

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

  Customer Answer

  Date: 31/10/2024

  Hey there

  We are wondering what happens next? Given some of the sensitive information, will we be consulted on next steps? Ie will we be informed before anything is published? 
  thank you

  jordan 

  Business Response

  Date: 02/11/2024

  Hi BBB,

   

  I know it mentions that we do not need to respond until we get further notice from you. However with this situation, we're not sure what one is suppose to do. We did absolutely everything that we were contracted to do. We used every single product that was on the contract that we were contracted to use. We did everything these clients asked for and built the project ahead of schedule and on budget for them. It looks stunning, as we have sent you completion photos of the project.  They showed nothing but satisfaction with us throughout the duration of the project. Nothing but contentment. This ALL transpired randomly after we had completed the project and were off to the next site. They then turned a different tune and started slandering us all over the internet. . As they also had their friends do as well. ******, home stars, ******** threads, instagram and here on BBB. It's been non stop. Thankfully most of their completely false and inappropriate reviews and stories have been removed. They also gave us a final payment cheque from an account that does not exist. They also are trying to reverse the credit card transaction that they made on the first installment. We are back and forth with our credit card processor company. Both of these are fraudulent actions. We noticed you guys changed our rating from an A+ to an A-. We would appreciate it if you changed it back to the A+ rating. As this is absolutely not deserved. One negative client review out of hundreds of projects we do. We are also wanting to become an accredited member. 

  We look forward to hearing back from you. 

   

  Thank you. 

  Customer Answer

  Date: 14/11/2024

  We were told this complaint was closed and now see that another response has been filed.

  We can email you the full record (its too large to attach here) that shows how many lies this business is telling. Even after we proved - by uploading emails - that we had informed them prior to completion, theyre still lying. 
  

  We have videos of how the product is now degrading. 
  

  We have proof that they used non driveway rated stones. We have had the manufacturer say thats not ok. Weve had other landscaping companies say that its not okay. 
  

  Weve attached photos that the sand is failing and bubbling. Weve attached emails where we informed them in advance of completion that theyd installed the sand improperly and they did not reply.

  We have 900 sq foot less stone than we paid for. 

  Theyre literally lying and gaslighting about it! Driving past our house regularly, stopping and getting out and intimidating us. How is any of this okay?

  They refuse to take any responsibility. 

  Business Response

  Date: 15/11/2024

  Here we are yet again. These two people are simply scam artists. 900sqft of pavers less then they "paid for"? This is 9 pallets of brick. Nothing but lies and scams from these individuals. Driving by their house to "intimidate" them? We have two projects on the go in their neighborhood. Our teams are working in the area again. One being up the street from them. Currently doing two full design and full scale build projects. We will be sure to have our clients send you reviews and photos of what we build for them once the two projects in that neighborhood are wrapped up.  There is no rectifying anything with these people. Unfortunately some (thank goodness 99% aren't like these two) people there is no resolution. They are miserable individuals. We do not want to have to ***** and sound negative. However at this point this is strictly the facts. We are speaking the facts and not sugar coating anything anymore. They still owe our business money from a fraudulent cheque they gave us on the last instalment. Have made efforts to try and slander us all over the internet. We have videos and photos of everything in question.  We have hired legal counsel on this and they are dealing with this matter. We will be going after them civilly for the full extent plus costs. 

  We wish we could respond with something positive. But the truth needs to be expressed here. We are done dealing with these two and the legal matters will take over from our side. We have built hundreds of full scale residential and commercial projects over the years. This is the ONLY negative review we have experienced with the BBB. Unfortunately in business one can have not ideal cliental at certain junctures. 

   

  Do let us know if there are any other documents or information you require pertaining to this matter. 

   

  Kind regards. 

   

   

  Customer Answer

  Date: 15/11/2024

  Complaint: 22353239
  
  I am rejecting this response because:
  
  Im sorry you cant do simple math and read the numbers you put in your own contract. 
  

  It is in the attachments enclosed.
  

  It is also sad that you cant read simple codes. 
  

  Nothing but lies from a convicted criminal. Scamming until your last breath. Pathetic. 

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

  Business Response

  Date: 19/11/2024

  Dear BBB,

   

  Why is this open again? You had sent us emails mentioning this was a closed matter. This back and forth nonsense with these two transgender crooked individuals is a waste of time. The facts are. They hired us to build their front yard project. We did EVERYTHING that we were hired to do. The job looks fantastic. We have received many praises from their neighbors on how good it looks. We have also secured two more full scale projects as well stemming from their build. We built their project for them under budget to save them a lot of money. We came referred to them. We used all the products that we said we were going to use that is stipulated in the contract. We showed them first hand samples of the products prior to us installing everything. We not only single layered but doubled layered their geo base for a far more sustainable base build (for no additional costs). All of this for them to scam us on the final payment that was made, for them to call the bi-law on their own job three times and for them to try and slander us on the internet. These people are crooks and will end up paying far more then they owe in the court settings. 

   

  If there are more attachments you'd like us to provide, let us know. We have ample photos and videos. As mentioned in the previous response. There is no resolution with these two individuals. They are crooks and we have our legal counsel that is dealing with this matter. 

   

  Kind regards.