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:19/12/2024

  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 hired NRD Construction for a project in November 2024. However, they did not complete part of it properly, namely they did a very sloppy ceiling job where a bump is still clearly visible after their work on it and they tried to convince us that that was very normal and up to industry standards. They offered to fix the bump at our expense which is totally unacceptable given that they didn't do a proper job in the first place. We suggested that they include a reasonable discount in the final invoice due to the poor job but they firmly rejected it and insisted that we pay the invoice in full. In addition, we encountered other issues as follows: - Misleading rather than clear estimate - they added way more to the final invoice than what was initially discussed and tried to convince us that that's how estimates work - Poor communication regarding project timelines - project took much longer than originally promised. Also, they made it very difficult for us to plan our work schedules around this job because they were consistently contacting us last minute to let us know when they will be coming to work on the project on a particular day. Often we had to follow-up with them to know when they planned to arrive on a particular day instead of them giving us clear details as to their daily work plans

  

  Business Response

  Date: 20/12/2024

  Please find attached the following documents for your review: the project estimate, final invoice, email correspondence between NRD Construction and Mr. ********* and accompanying photos.
  

  Mr. ********** statements are entirely baseless, as is evident from the attached materials.  We completed this project to meet all of his specifications and needs.  Unfortunately, upon receiving the final invoice, he has chosen to defame our company as a tactic to avoid paying for the work that has been completed.
  

  Throughout this process, we have addressed all of his questions regarding timelines, estimates, and other concerns (see attachment: "Written Response to Customer").  Despite our thorough responses, he has refused to accept any of them.  Additionally, we offered to address a minor ceiling issueat no costas part of our warranty service.  However, this offer is contingent on the invoice being paid, as it is now approaching three weeks overdue.  It is standard practice that warranty services cannot be extended for unpaid work.
  

  We trust the evidence will make it clear that this is a deliberate attack on our integrity by an individual attempting to exploit a small business for personal gain.  The cost of this project is more than fair given the custom nature of the work and aligns precisely with the original estimate.
  

  This is the third attempt by Mr. ******** to pressure us into reducing the agreed-upon price.  While we value constructive feedback and open communication, we cannot tolerate false and defamatory accusations.  His actions are harmful and unjustified, and we are currently pursuing Mr. ******** with the appropriate legal recourse to protect our business and reputation.

  Customer Answer

  Date: 21/12/2024

  Complaint: 22710515
  

  We are rejecting this response because:
  
  We cannot accept NRD Construction's response because it is the exact same response we've already received when we communicated with them directly. No new information was provided, nor any guilt was admitted. We tried really hard to settle this issue between us without having to seek external mediation, but alas, NRD Construction gave us no other option. Actually, we are glad that BBB can directly see NRD Construction's response to our complaint, including the previous correspondence between us, because all of it clearly demonstrates their lack of responsibility, arrogant attitude, and non-apologetic behavior.

  We firmly stand behind our complaint which is unequivocally supported by the attached pictures. Let's address the main points in NRD's Construction's response:

  => Mr. ********** statements are entirely baseless, as is evident from the attached materials. We completed this project to meet all of his specifications and needs. => Claiming that our statements are entirely baseless when facts confirm that they are 100% true, is like looking at the sky and claiming it's yellow despite all evidence to the contrary. As evidenced by the attached photos, a bulge/stain on the ceiling is still clearly visible despite NRD Construction's claim to the contrary. Not only that, we just found out that there is a big crack in the wall just above the door that was installed (picture attached). This was also part of the work performed by NRD Construction.

  => Unfortunately, upon receiving the final invoice, he has chosen to defame our company as a tactic to avoid paying for the work that has been completed. => This statement is deeply insulting and humiliating and absolutely does not correspond to the truth one tiny bit. We are absolutely not trying to avoid paying our balance; we are simply waiting for NRD Construction to adjust it appropriately before we pay it off. We are fully convinced that in a free and democratic society such as Canada a client has the right to express concerns with the work performed if it is not performed to the client's satisfaction. The two attached pictures clearly show the deficiencies of the work of this company. Any reasonable person would agree that forcing a client to pay full price for a service that is clearly inadequate, would be classified as a coercive action. Again, we WILL absolutely pay off the balance as soon as NRD Construction adjusts it accordingly to reflect the deficiencies of their work as evidenced by the attached photos. Claiming that the work performed is perfect and forcing us to pay the balance in full despite the obvious proof to the contrary feels like being taken advantage of. 

  => Throughout this process, we have addressed all of his questions regarding timelines, estimates, and other concerns (see attachment:"Written Response to Customer").  Despite our thorough responses, he has refused to accept any of them. => As mentioned above, we did engage in an email exchange with NRD Construction where they provided their responses to our questions. However, merely providing responses and providing adequate, logical and satisfactory responses are two very different things. For example, we raised our concern about the bulge/stain on the ceiling. The response that was provided claimed that there are no issues with the ceiling and that the bulge/stain was was perfectly acceptable according to their standards. When you hire someone to fix something and they botched the job, and you see the ugly patch every day in your house, and yet that someone claims everything's ok and there are no issues, would any reasonable person accept a response like that as adequate? 

  => Additionally, we offered to address a minor ceiling issueat no costas part of our warranty service.  => Unfortunately, this is an outright untrue statement. This was not offered to us and can actually be proven very easily. If you just take a look at the attached jpg called "Ceiling to be fixed at our cost", which is actually a snapshot taken from a response provided by NRD Construction along with their first response, you could clearly see what said, namely: "...if you would like us to do additional work on the ceiling that is no problem at all - however this will be at your cost." Also, claiming that this as a "minor" issue is an attempt to belittle the issue and make it inconsequential. This "minor" issue is in our entrance hallway and is the first thing people see when they enter the house. What's more, NRD Construction charged us $727.88 for this "minor issue". We are not sure in which universe a company charges that exorbitant amount of money for such a "minor issue".

  => We trust the evidence will make it clear that this is a deliberate attack on our integrity by an individual attempting to exploit a small business for personal gain. => Another attack by this this dishonest "small business" accompanied by untrue statements. When reading statements like this one, one gets the impression that NRD Construction did a perfect job and the client is being difficult by not wanting to pay. This absolutely does not reflect the reality which is clearly demonstrated by the attached photos. As we already mentioned multiple times, we do intend to pay off the balance as soon as the final invoice is adjusted to compensate for the deficiencies of the work performed by NRD Construction.

  => The cost of this project is more than fair given the custom nature of the work and aligns precisely with the original estimate. => Another untrue statement. Before we hired NRD Construction, we met or spoke with several other construction companies. All of their estimates were lower than that of NRD Construction, but we still decided to select NRD Construction because they appeared the most honest and reliable to us, at least initially.

  => This is the third attempt by Mr. ******** to pressure us into reducing the agreed-upon price. While we value constructive feedback and open communication, we cannot tolerate false and defamatory accusations.  His actions are harmful and unjustified, and we are currently pursuing Mr. ******** with the appropriate legal recourse to protect our business and reputation. => Yet another attack and threat by a dishonest company which is trying to coerce a client into paying full price for work that is obviously and clearly deficient (again, please see the attached photos).

  In addition, as mentioned in our original complaint, NRD Construction provided a very misleading rather than clear initial estimate and they added way more to the final invoice than what was initially discussed and tried to convince us that that's how estimates work. Specifically, in the initial invoice a door of about $2000 was included and, in the final invoice, NRD Construction claimed that they only included a door of about $500-600. Again, this can be easily proven because when NRD Construction came to our house for the initial estimate we told them what door we wanted and its price is about $2000, and the person who came to our house took a picture of it from a catalogue with his phone. That $2000 door was part of the initial estimate according to which NRD Construction was supposed to procure the door. However, subsequently, we ended up buying the door ourselves, so instead of subtracting $2000 from the final invoice, NRD Construction suddenly started claiming that the door included in the original invoice was only about $500-600. Obviously, we cannot accept such a biased response.

  Also, there was poor communication regarding project timelines. Specifically, the project took much longer than originally promised (over a week longer), even factoring in required work delays such as waiting for the compound and the paint to dry. These delays made it very difficult for us to plan our work schedules around this job because NRD Construction was contacting us last minute to let us know when they will be coming to work on the project on a particular day. Often we also had to follow-up with them to know when they planned to arrive on a particular day instead of them giving us clear details as to their daily work plans. Once we were called on a weekend while we were out in the city to ask us if we were home so they could drop off some supplies. All of this made it very challenging for us to plan our days. After all, we both work and we have two school-aged children who go to school. During the project we also had a 5th guest at our house who was staying with us. In other words, the lives of five people were negatively affected because of poor and inadequate communication. Again, we understand completely that things happen and projects cannot always go exactly as planned, so we have taken this into consideration. But in this particular case, the project took over 30% more compared to what we are initially told. As well, instead of knowing exactly when the workers will arrive each day, we actually had to call and follow up all the time to find that out.

  Given all of these concerns, we are confident that we are fully in our rights to have NRD Construction adjust the final balance. In this regard, we'd also like to note that, given this unfortunate situation, we would absolutely not accept NRD Construction to come back and do any additional work in our house. The trust is irrevocably broken and we have no confidence at all to have them perform any work at our house anymore. We will hire another company to fix the deficiencies caused by NRD Construction. With that in mind, we believe that the best course of action in this case would be for NRD Construction to adjust the final balance accordingly. As soon as they do that, we will pay off the balance as we want to put this behind us.   

  One last remark we feel obliged to make - we are an honest immigrant family who came to this country about 20 years ago. We have an impeccable credit rating with Equifax (821 out of 900). We have always diligently paid off all of our debts. This shows our integrity and honestly. It is absolutely unfathomable to us how it is possible in a country such as ****** to have a company force a client to pay full price for inadequate work. We know first-hand what it's like to live in an oppressive society having lived through communism before coming to ****** and, as such, we are very, very sensitive to unjust and manipulative business practices. We firmly believe in justice, democracy and the right to defend oneself from unwarranted attacks. We believe that, if NRD Construction really wishes to portray itself as an honest and client-oriented company, it would do the right thing by owning its mistakes and by fixing them appropriately to our satisfaction. 

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

  Customer Answer

  Date: 21/12/2024

  Good day,

  Literally right after hitting send on your response to NRD Construction's response to our complaint, we found out yet another botched job above the door installed by the company (please see the attached photos). With this new information that just came to light, we firmly insist that NRD Construction drastically reduce the final balance to reflect the mediocre work performed in our house. 

  Thank you,

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

  

  Business Response

  Date: 01/01/2025

  We take all feedback seriously and are committed to ensuring our customers are satisfied with our work.  However, we must express our concern regarding the timing of your most recent claim given your current situation, and that it has taken more than three weeks for this to arise when its location is one of the most visible on the property.  During our final walkthrough, you approved the work, and we documented the project with photographs that clearly show it was completed to a high standard (please see attached photos).  Additionally, we inspected the installation (including the highly visible area above the door)during our last visit and found no issues.
  

  We must also note that any intentional alteration or damage to the work after completion would void all warranties associated with the project.  Our warranty is designed to cover legitimate issues related to workmanship or materials, but it cannot extend to instances where the integrity of the work has been intentionally compromised.
  

  That said, despite our reservations about the timing and validity of your latest claim, we are willing to demonstrate good faith by sending a team member to inspect the work.  If any legitimate deficiencies are found during the inspection, we will repair them fully at no cost to you.  We would also appreciate if future communications could remain polite and constructive.  Collaboration and reasonableness will always yield a better outcome than demands will.
  

  Please let us know which date and time would be most convenient for you, and we will schedule you in accordingly.
  

  Thank you.

  Customer Answer

  Date: 07/01/2025

  
  Good afternoon,

  We have reviewed the response made by NRD Construction in reference to complaint ID ********, and we have decided not to pursue this further. While we appreciate NRD Construction's offer to fix the deficiencies at their cost, as previously mentioned, we do not feel comfortable with the quality of their work, therefore, we decline their offer and we will hire another contractor to perform the necessary work. 

  In terms of the outstanding balance, we have paid it off via e-transfer and it is our hope that this unfortunate chapter is now closed and we can move forward. It's a big ****** learned for us.

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

• Initial Complaint

  Date:20/04/2024

  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.

  September 2022
  I had a contract with NRD construction that includes window well repair.
  The job is done in September 2022, but in summer 2023, the issue of the window well is found: the window well fence is not place properly so that the soil flows into the window well and reach to the basement window. I had contact NRD construction after the issue was found and they get back to me and told me that I could schedule a repair in summer 2024. However, when I contact them again a month ago (twice), they never get back to me.

  

  Business Response

  Date: 21/04/2024

  On September 30th, 2023, we
  conducted a visit to Mr. ***'s residence to address his concerns regarding his
  window well.  He lodged a complaint
  regarding the infiltration of dirt into the window well, asserting that we were
  responsible for rectifying the issue.  Upon inspection of the window well with Mr.
  ***, it became evident that the dirt ingress occurs from beneath the window
  well walls.  Consequently, the underlying
  cause of his predicament is the inadequacy of the window well itself, which is
  too short to prevent soil accumulation (refer to the attached photo).
  
  The scope of the work
  completed in September 2022 included excavating the window well, securely
  fastening it to the foundation wall, and backfilling the window well with
  gravel (see attached invoice), all of which was successfully executed.  The window well remains securely fastened to
  the foundation wall, and there are no issues with the completed work.  The problem lies in the size of the window
  well, which is insufficient to prevent exterior soil from entering.
  
  We proposed replacing Mr.
  ***'s window well with one that has greater depth; however, he declined this
  offer, insisting that the replacement should be provided at no cost.  We reiterate that if there had been any issue
  with the work completed, we would have rectified it.  Regrettably, in this instance, the completed
  work remains sound.  Mr. *** is seeking a
  resolution to an unrelated issue at no cost through our services, which is not
  a feasible course of action for us.

• Initial Complaint

  Date:22/08/2023

  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.

  NRD was contracted to build a 10 x *************************************************** 2021 and payment was made. This year I asked a different contractor to build a pergola to go on top of the deck. I told him the deck was 10 x 10 but he informed me it was actually 89 by 95. The useable space inside the railings is 81 x 85. Shocked I reached out to NRD construction 3x but received no response. Honestly we had a contract so I did not think I had to follow up with a measuring tape to ensure the build was according to the contract.

  

  Business Response

  Date: 25/08/2023

  Were having difficulty understanding what exactly the complaint is.  The customer may not fully understand what a contract is, or what the difference is between a contract and an estimate.  It's essential to underline that the document submitted by the customer is not a contract; rather, it is an estimate.
  

  If the measurements presented by the customer are accurate,then those discussions took place during the project, involving both the contractor and the customer, and were mutually agreed upon during the construction phase.  We make a point to provide our customers with progress updates daily during construction to ensure their satisfaction and this project was no different.  The evident satisfaction of this customer can be seen clearly through there 5-star review at that juncture (see attached).
  

  We find it hard to believe that the complaint has something to do with the service provided considering the complexity of this build, the quality of this build (which included a beautiful set of stairs, and a beautiful rail system see attached), the fact that this build occurred during the height of COVID-19 lockdowns (when lumber was a scarce resource), and the fact that the price of lumber at that time was more then twice what it is today (nearly $9 for a 2x4 at that time).  Comparing all this against the decks cost, the substantial value the customer derived from our services is evident.  its easy for any reasonable person to see this.
  

  If the complaint is related to the customer not understanding the difference between a contract and an estimate, then wed be happy to explain this to them should they wish. Otherwise, we maintain our confidence that the BBB will duly consider the aforementioned points, especially given the seemingly frivolous nature of this complaint.  Its unfortunate,but for some people nothing will ever be enough.  

  Customer Answer

  Date: 28/08/2023

   
  Complaint: 20506553
  
  I am rejecting this response because: This contractor has tried to respond with everything he could think up to somehow throw this complaint back on me for him not building according to our contract. He says: It was just an estimate, I dont understand contracts??? (please tell me what is not understandable with 10 x 10), we discussed measurement adjustments (we did not discuss any changes), it was Covid, the price of lumber, the rest of the deck looks great (stairs, etc), What a laughable response!  The bottom line is he did not fulfill his contract and he knows it. He never once says that my claim is untrue. I trusted this contractor to build this deck according to the contract and originally thought (without thinking I needed to pull out a measuring tape) that he had done a good job. Now all he can do is come up with excuses and try to shift blame somehow. 
  
  Sincerely,
  
  ******************************

  

  Business Response

  Date: 02/09/2023

  While we value constructive feedback and open communication, we note the difficulty of responding to this complaint given that over 28 months have passed since the issuance of the referred to document (the Estimate). 

  It is important to understand the differences between a Contract and an Estimate.  An Estimate is a preliminary assessment of the anticipated costs, specifications, and scope of work associated with a project or service.  It is not a legally binding agreement and serves as an approximation of the potential expenses involved, specifications of the product or service, and scope of work.  Estimates are typically based on the information available at the time of assessment.
  

  It is important to understand the serious implications of making false and defamatory statements.  Such statements can result in significant damage to an individual's personal and professional life.  It is essential to exercise caution and responsibility when sharing your opinions or experiences online to avoid causing unjust harm to others.
  

  We wish to express our concern about the accuracy of the statements made in your complaint, specifically that the referred to document is a Contract that was failed to be delivered on.  We consider these statements false or defamatory, and are prepared to take the appropriate legal action to protect our reputation and seek redress for any damages that *** result from these statements.
  

  We believe in the importance of open dialogue and resolving disputes in a fair and reasonable manner. However, in situations like this, it *** be beneficial to seek the opinion of a qualified third party. 
  

  Therefore, we strongly recommend that you to consider seeking legal counsel before taking any further action in this matter.  Consulting with a third party will provide you with a clearer understanding of the differences between a Contract and an Estimate, and the potential consequences of your statements to help you navigate the situation appropriately.   Our goal is to ensure that all parties involved are treated fairly and that any misunderstandings are addressed appropriately.

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 20506553
  
  I am rejecting this response because: the contractor has obviously consulted a lawyer and is now responding in a threatening manner stating legal action will be taken against me for defamatory statements. I have not made defamatory statements I have just stated the facts and attached our contract as evidence.  This would not be an issue if he had just built to the contract or discussed changes. If it was just an estimate why then was it built smaller and not larger?  He obviously wanted to reduce his costs while charging me for a 10 x 10 deck. Rather than work to solve the problem he has chosen to play hard ball. I do not want to pursue legal action. I had hoped however, for a reasonable rational response.  
  
  Sincerely,
  
  ******************************