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:14/03/2024

  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.

  Please see info in my email sent just now. Contracted with Capital Home Services in Sept.23 for foundational work and mold remediation. Cost was $85,000 all in and was to be completed in 6 wks. A few wks later CHS demanded another $15.000 or they wd not proceed. Problems with workers not showing, change of *******, supplies. We were told work wd b finished Dec10.23 with outside work to be completed in spring.24. Since then, very little has been done. We are trying to sell house. In order to get final bldg inspection completed by city we need sill gasket on panels in basement and work done on deck. Spoke with ******* 3 wks ago who promised work wd b completed that wk. No one showed up. I have called, sent emails and texts to no avail. I am currently in ******* and called the owner of company on Tuesday Mar 12. When he answered phone and I said hello *******, he said ******* is not in office. Told him I knew his voice and he turned the phone to someone else. Surprise, it was the ******* of our job. **** said he wd send email on wk/end (Mar 16,17.23). Lies, more lies, more $$$, and months later we are still waiting for completion

  Business Response

  Date: 25/03/2024

  Good morning BBB AND Associates

   

  The complaint in regards to **********************; this complaint has been addressed.

   

   

  Thank you

  Customer Answer

  Date: 05/04/2024

   

  BBBs response to Capital Home Services pushed the company to get a move on.  They have been at the house daily and are in the process of ensuring their contractual obligations are met in completing a job that should have been finished months ago.  If job is not completed by months end, I will contact you again

   

  Thank you

   

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

  Customer Answer

  Date: 01/05/2024

  A follow-up note to fill you in on our recent interaction with Capital Home Services:
  Since I sent you our report earlier this month, things went from bad to worse with this company.
  - the deck just built by *** was not passed by the City Inspector who said it was not according to code.  After 3 tries, I hired outside workers to come and complete the deck.  It passed code the following day.
  - we had a meeting last Tuesday with CHS ***********************, who introduced *** who was to be in charge for the week, and 2 workers from CHS.  We went through the work plan for the week - to grade the driveway and back yard.  Meeting lasted all of 10 minutes and everyone was gone, work was to commence the following day.  *********** showed up, equipment was delivered for grading and I thought we were off.  One of the workers recd a call from *** who told him that what we all had agreed to the previous day was no longer the work plan.  The worker told me that he was sorry but he wouldnt be doing the driveway, just a few paving stones.  I asked him if he had Dans phone number so I could speak to him.  CHS does not give out other workers numbers.  Finally he agreed to call *** and if *** agreed to speak to me, he would let me use his phone (!).
  A very ***************:  When we spoke yesterday I didnt have a copy of the contract.  Have the contract here now and it does not say we have to put gravel., not going to use pea stone, not going to do the whole driveway.  I told him that in the beginning of this story 7 moths ago, ******************* from CHS had come up with the plan and said it would all be done.  Not in the contract.  If you dont stop demanding, Im going to call the boys off the job and hang up on you. And so he did.  Later sent someone to pick up all the grading equipment that had been delivered.
  
  One of the 2 workers knocked on the door to apologize.  Im really sorry for whats happening to you.  I heard in yesterdays meeting what we were supposed to do but now they wont let me.  The last 9 customers Ive been to all are having the same problem:  guys dont show up, things are late, cost more, phone calls not returned.  This is my last job with CHS
  
  So, I thought Id go to 100 Metcalfe St and speak to ************************* in person (we have spoken on the phone before).  I went to the address to find its a government building that houses Canada Border Agency.  The commissionaire assured me he had never heard of CHS and that they did not have an office there.
  
  I have hired another company to complete the grading as it must be done before May 15th, the date the house sale closes.  
  
  Dont expect to hear from CHS as they have walked off the job and do not answer my calls.  This whole thing has cost me lots of time - work was supposed to be completed in 6 weeks starting last October; it has cost me monetarily - had to pay for 2 jobs that were included in the contract:  deck and grading.  Because CHS did not do the work according the timetable as planned, we were unable to get our house on the market earlier.
  
   
   

• Initial Complaint

  Date:02/11/2023

  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.

  Mr ******* *****,
  *****,
  Capital Home Services
  
  I am communicating with you, regarding an issue with guaranteed work ( contract # ******** ) done by your company, in February of 2022, in order to resolve a leak on one of my aunt's property roof drain.
  
  I brought to your attention, about three months ago, on August 5th 2023, that the work done by your company did not resolve the leak and that my aunt could not get anyone from your company, to respond properly to this issue for several months already!
  
  After my contact, you apologized and responded that you would have the issue completely resolved, six weeks later, by September 15th 2023! Yet we haven't seen anything happen on site and the completion date promised has passed over a month ago!
  
  Someone mandated by you, said he would finally show up on October 16th, yet he did not show up or contact us and no one responded to us reporting this to your company since.
  
  We are unsatisfied that the issue has been drawn out for months with no relevant explanation and has not been resolved, but has been mostly ignored, as many of our communications have!
  
  We had an appraisal done by a professional roofer and realize the $10 310,00 you have charged my aunt, to unsuccessfully get involved in a single roof drain repair, is nearly half the price of a complete roof redo with modern techniques!
  
  We have lost faith in your company and we realize my aunt paid dearly and did not get what she paid for, but rather got an expensive unresolved burden!
  
  We expect your company to give my aunt a full refund, since you have neither solved the problem for witch you were hired for, provided adequate after sales service or provided the guarantee included with the work!
  
  It's time to refund my aunt's investment and let us move on without your company, witch has been a waste of time and money and a disappointment for us!

  Business Response

  Date: 03/11/2023

  Good day    We have reviewed your complaint.   Our understanding is that after completing the project we did receive a few calls concerning that work and we did correct it.

  Not long ago it was brought to our attention once again and we did go back to make a repair that was back in Spring 2023.

  Moving now to our current situation we can do the following -  We will complete the repairs and we will Guarantee that it gets completed prior to November 30, 2023.

  in the event that we do not complete the repairs etc.. by that deadline November 30, 2023.

  We will refund the total amount of the contract.  That is our offer to complete the work and resolve this problem.

  Thank you

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

   

   

  Customer Answer

  Date: 14/11/2023

  
  
  Complaint: 20816458
  
  
  
  I am rejecting this response because:

  Mr ******* *****

  *****

  Capital Home Services

   

  Mr *****,

   

  Although you are offering to try and fix this issue before refunding my aunt, I exposed in my previous communication, that my aunt is expecting a full refund, and not asking your company, for more attempts to try and fix the issue! We have communicated several times with your company and you were given several opportunities, that were either ignored, missed or have failed. This issue has been drawn out, and you haven't been able to provide a cost effective, timely and viable solution for our issue! Your company was given a significant amount of money to solve the issue, and a simple patching approach has failed to resolve the problem! We see no justification to provide your company with yet another attempt to try and make work, what has been a costly disappointment long enough! We have lost faith in your company’s approach and ability to solve our issue, and we expect a full refund as requested!

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

  Business Response

  Date: 17/11/2023

  UPDATE INFORMATION

  As far as the details on this contract goes, we did complete the work as per the orignal contract.  However it did find a way through after 1 1/2 years after our work was done

  The work had been ( new knowledge ) I have been updated about since we last discussed the issue. Other roofers were also on that job and that is what took place

  We had approached our client to advise her of this issue - but we stated if others work on this WE have no future responsibilty to the project anymore.

  I have spoken to all those who worked on the project and it is now agreed - we will as a common courtesy review the work.

  But it will likely be a new work order as other people have done work where we did our work.

  While this was an issue we did our work, and if there is remaining a real problem we should be the people who can fix it.

  Our position is this -  you cannot have other people go on top of our work and expect that we should be held responsible for whatever they did.

  we still want to see this problem fixed as the client is holding us responsible.

  The offer we made to go and look at the project and see what we could do was a good offer.

  However, it has been rejected and we have no other solutions at this time due to the rejection of this offer we consider 

  that the client will only look at a refund. But that is no longer a viable solution based on what took place.

  Should or client and her Nephew have some other offer to make we will certainly take a look at it;

  Thank you kindly

  *****

   

  Customer Answer

  Date: 20/11/2023

  
  
  Complaint: 20816458
  
  
  
  I am rejecting this response because:

  Mr ******* *****

  ***** 

  Capital Home Services

  We have dealt exclusively with Capital Home Services since the beginning. We did not have anyone else work on our issue. We were asking for a refund, to be able to go our own way about this, once we had settled with your company! Because you don't seem sensitive to our exasperation with missed deadlines, ignored communications and the unresolved issue and since you are insisting on getting an other opportunity, to try and fix what hasn't worked so far! We have decided, In an ultimate leap of faith, that we will rally behind your offer to fix or refund, by a deadline! We therefore ask that you have our issue successfully resolved by December 22nd 2023 or refund my aunt's investment!

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

• Initial Complaint

  Date:06/11/2022

  Type:Order 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.

  Sum****: Seeking a formal response to questions pertaining to my incomplete and now stalled project with Capitol Home Services (CHS) at my home *** ******* **** ******** **.
  30 Mar 2022 - A contract was signed with CHS to convert the carport at my home into a garage. Work started around the end of June.
  At the start of September, notification was received that a building permit was required. Construction was stopped due to the lack of a building permit. CHS confirmed they would file for one.
  14 Sep 2022 - Via e-mail CHS stated that the application has been made and that an engineer had been taken on to get the permits and additional drafts the city would need. The garage door was intended to be installed 16 Sep but was not.
  28 Sep - CHS confirmed via e-mail that “everything has been sent in.”
  19 Oct – Confirmed with the city building department no application for a permit had been sent in for my address. CHS said “I am looking into this right now” on 20 Oct but did not provide any follow-up.
  25 Oct - Ottawa client services office confirmed no application had been made for a permit. CHS response was that **** was working on it. In multiple e-mail exchanges, I expressed my frustration with the delays. CHS response was that the application would be in by Friday 28 Oct.
  31 Oct - I contacted CHS to again seek an update which they did not respond to.
  Ottawa client services confirmed on 31 Oct, 1 Nov, and 4 Nov that an application had not been filed.
  Payments have been made on schedule on 30 Mar, 29 Jun, 6 Jul, and 21 Jul. One final payment is still due upon completion.
  
  I am requesting through *** a formal response from CHS on the following items:
  1) When the building permit application will be submitted. If there are further delays, a detailed explanation why.
  2) Once the application for a building permit has been filed, request a confirmation that it has been submitted with the application number.
  3) When CHS intends to restart and complete this project.

  Business Response

  Date: 08/11/2022

  Good Morning *** and Madame *****

   

  The original consult with the City, our manager was told the actual building size did not require a building permit.  Then once the area the had been extended by a few feet out (garage) The city came by to verify we had a permit.  

  So this is exactly where we are at this time. The actual application must be put in with these documents , basically our report design and such to get the permit.   However, Madame keeps calling and checking to see what is going on.

  No one has lied EVER to Madame -  She just does not understand if we put the application in as it was originally it would be denied.   So we have lined up our ducks and BEFORE leaving the application, which just generates a number etc..

  We are to then put the application in ONLY when its ready AND when all that is needed is included with the application.  Otherwise the application will be denied and we have to start all over again.

  When we try to explain this to Madame ( we are liars and no speaks truth here etc..) The application itself will not take long,  But we know what they need and it will be ready shortly.  

  We certainly hope this HELPS although I personally have spent many phone calls and have explained this to Madame *****.  We will make the application soon and it will process BUT we can only do so when all the DOCUMENTS are correct and then it will meet approval once we do.  Putting the application in early can and will make us go back to the beginning of the application Process.

   

  This is all being done so that when we do put it in,, the application will go through easily.  If we acted under enormous pressure Madame is applying to us, We would have certainly been denied the permit and would need to start over.

  From where we are today November 8, 2022  we expect to have the application in and approved within the next (2) weeks.  

   

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

  Customer Answer

  Date: 09/11/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18365865, and find that this resolution is satisfactory for addressing my 1st request. I would like to keep the file open (on admin hold) until 23 Nov as this is the estimated time for completion of the application process.

  To Mr *****, thank
  you for the quick response.
  
  I acknowledge
  the need to get it right and ensure that all required documentation is in place
  before submitting. I still wished there would have been better communication
  from Capitol Homes Services on this ****er. Better explanations would have
  likely helped me understand the process minimizing my need to keep checking in.
  
  Since September
  when this issue began, I have not spoken directly with you except for one
  e-mail forwarded by **** (copy submitted to ***). I have only spoken
  with/e-mailed with **** as I sought follow-ups as well as **** B and ****** *.
  Additionally, any updates on timeline thus far have come and gone with minimal
  reasons why (i.e. what’s missing, what is being worked on, etc.) as indicated
  in the text of my original submission (e-mail copies provided to ***).
  
  That all said,
  I appreciate that you’ve provided me in your response a new estimate on the
  permit submission. Given the date of your response of “within two weeks” we
  should expect something by 22 Nov 2022.
  
  I accept your
  response to my first question. That said I am still expecting a response to my
  two remaining requests included in my original *** submission. Until then, I’d
  like to keep this issue open with *** (*** admin hold) until I’m confident
  things have been resolved. I understand these questions cannot be answered
  until the application has been put in.
  
  From original
  *** submission: I am requesting through *** a formal response from CHS on the
  following items:
  1) Accept,
  22 Nov 2022. When the building permit application will be submitted. If
  there are further delays, a detailed explanation why.
  2) Open Once the application for a building permit has been filed, request a
  confirmation that it has been submitted with the application number.
  3) Open When CHS intends to restart and complete this project.

  Sincerely,
  

  
  ***** *****

  Business Response

  Date: 09/11/2022

  Good day,  I have provided to our client the details that are related to her concerns.  Furthermore all actions we have taken Our client will be kept aware of,.

   

  thank you

   

  *******

  Customer Answer

  Date: 24/11/2022

  
  
  Complaint: 18365865
  
  
  
  I am rejecting this response because:

  
  
  I'm contacting you today about *** complaint #18365865 between myself and Capitol Home Services (CHS).
  
  In the response provided by CHS to *** on 8 Nov 2022 to the original complaint, the company stated that a building permit application would be submitted within two weeks. The due date for submission based on this statement would be 22 Nov 2022 (yesterday).
  
  I have verified with Ottawa client services the status of the application. According to them, there has been no application for my address.
  
  I was under the impression that CHS would have completed this by now or at least would have provided me with feedback. As such, request your help in communicating with CHS to understand where they are in the process, what they are missing that's preventing them from submitting the paperwork, and when they will resolve this ****er. Without any detailed amplifying information from CHS, I'm having a hard time understanding why this issue is still dragging on since early September.
  
  At this point, we are having snowstorms and I still have no garage door. Getting this resolved quickly would be very much appreciated.
  
  I am requesting *** contact CHS to answer the following questions:
  1) Why did they miss this deadline?
  2) When will they submit the application?
  
  Thank you for the help.
  
  -***** *****
  

  
  

   

  Business Response

  Date: 24/11/2022

   

  Complaint :18365865

   

  We don't know who Ms. ***** has spoken with at the city.

   We do know that in the beginning of all this when we applied for the permit Ms. *****

  had received from the city saying we needed more paper work to complete this permit. Ms.

  ***** had those papers for 6 weeks before telling us. The paper work is complete. We do not

  know what else to tell Ms. ***** except that we are waiting and that these things take time.

  We are wanting to get the job complete just like her.

  Thank you,

  ****

  Business Response

  Date: 25/11/2022

  Good morning     We have submitted the application, in fact it came back to the clients home and in fact MADAME did not tell us of that fact for about a month.
  

  The client neglected to mention this fact... So off we go again we have collected the documents that the city has been demanding (as in the LETTER madame had for months)

  So how can she have a letter from the City if the permit was never applied for??

   

  Furthermore, we are at the mercy of our City of Ottawa doing there job.   As far as I know we have alot of communication with the city and we told it is being processed.

   

  I might suggest that MADAME just let our people do their job.   Application is in the city.  We have resubmitted now a 3rd time.   I am not sure if these appear readily to anyone who calls to the city.

  Again, the permit is in apparently coming soon... THAT is the information the CITY OF OTTAWA has given to us since it has been applied for.

  ****hew, who is looking after getting this done.  He went to CITY in person yesterday.  He was told it is being processed.  I am not sure why Madame says nothing has been done

  that is really insulting because we have been on the City daily.  And we have been told to back off until they have the permit ready.
  

   

  We are looking after it, the process is very slow this year. We getting promised and we pass the comments on, so we will no longer pass on anymore dates or promises,..

  When will let the client know when we have the permit.

   

  Thank you,

   

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

  Customer Answer

  Date: 28/11/2022

  
  
  Complaint: 18365865
  
  
  
  I am rejecting this response because:

   

  I'm emailing you as I am confused by the responses we have received from Capitol Home Services.

   

  The letter that **** is bringing up was given to one of their representatives (****** *.) by me in October. This still does not address my current issue of understanding what is happening. All I have been asking for is a straightforward simple response that doesn't put me down or patronize me. I just want a clear answer from them that is to the point of my questions instead of trying to blame me for the problems as seen in the current round of responses.

   

  I have tried my best to keep my statements to *** to be factual (with dates and e-mails backing them up) and have done my best to be clear and concise on what I am looking for as far as a resolution.

   

  Neither response addresses my questions nor are they specific on the details. Quite simply, all I want to know is whether they have applied. If they have applied, they should be able to provide us with the application number. I have continued to check in with the city ******* ****** ******** ******* *** ******* ***** ******** to confirm whether the application was submitted as CHS states it has. The center cannot find any application for my address. If CHS can provide the application number which, according to the city, should have a format of AZZ-00 _ _ _ _ that would help a lot. I acknowledge ****'s statement that things are slow this time of year but there should be some details they can provide.

   

  All I need from CHS is:

  1) Confirm the application has been sent in with the application number.

  2) Once the permit is received, let me know when we are restarting.

   

   

  Sincerely,

   

  ***** *****

   

  Business Response

  Date: 28/11/2022

  The application for the building permit has been submitted and we are awaiting the City of Ottawa to send it to us.

   

  As far as days and who what where when ... I can only tell you what we know.   the permit has been submitted and should be ready any time.

   

  The client has done a fair bit of calling which in several occasions HALTED the permit.

   

  I can also state THE CITY OF OTTAWA TOLD US at the very beginning that we did need a building permit.

  We went on to build an extension out from the existing carport into a garage.  It did require a PERMIT we agree BUT the city says by the size of a structure they determine who needs a permit

  and who does not.  - We began the project not expecting this complaint, and there is some push back from various sources telling us your clients who call constantly

  likely caused the confusion.
  

  But if a person is calling over and over and over...  so we have been told the permit process actually had stalled because our client.

   

  So please let us do our work

   

  Thank you

   

  *******
  

  Business Response

  Date: 29/11/2022

  Thank you for following up with the file about Madame *****.
  I do believe the foreman **** went by to show her everything has been processed and it is in the works.
  She did say she would write you back to bring the file up to date for you folks.
  

  
  

  Customer Answer

  Date: 29/11/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18365865, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:04/11/2022

  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.

  Sept-Oct 2022, $9800, replace closet doors, interior doors, pocket door. Shoddy workmanship ,5 closet doors , cut too short. patch job to make it at least reasonably, acceptable, wrong paint ordered, had to repaint three times, not pocket door we were quoted for, many delays as workers were sent elsewhere on multiple occasions. helper painting doors who have no experience in painting. Overall a very poor job. of everything. When we complained were told that we were pleased with the work. Were kind of forced to accept as complete after a lot of patchwork done to hide the errors. still missing 6 screws for one door. the manager spent more time telling us about his 6 properties and dogs then dealing with issues at hand. overall an R rating. the company should be ashamed of themselves of the job performed on this contract.

  Business Response

  Date: 04/11/2022

  Good day   Our client was offered an opportunity to have whatever complaints resolved.

  We offered to correct this issues.    However our client refused.  The Project should they decide to ALLOW us back in their home can be repaired very easily.

  Furthermore, our workers have been taking turns with the Covid.. this was all explained to our client who understood this.

  That was the only time people did not make it to his home.   People need to allow to do our work.. and to make corrections if there were any to make.

  We do not hand out money if it is something that can be fixed.   I put this down to a simple letter or email and it would have been all done which is what our workers tell email or write to us and we will be there the next day

   

  Thank you kindly

   

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

  Customer Answer

  Date: 05/11/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  **** *******