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:04/11/2024

  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.

  Dear BBB,I am writing to formally file a complaint against Monaco Construction regarding a home improvement contract that has not been fulfilled. I am a senior and really feel that Monaco Construction has taken advance of me.On January 31st, 2024, I entered into a contract with Monaco Construction for a total of $27,500. The work was scheduled to start on April 1st and scheduled to be completed by Mid June. The scope of work included:Removing stucco and replacing with white vinyl siding Replacement of windows Interior painting Flooring replacement on the 2nd floor Bathtub replacement As of today, the only completed work is the vinyl siding on the exterior of my home. However, this work has been done incorrectly, with several issues including:Improper installation of vinyl siding at the joints between the fascia and the roof edge The fascia was installed upside down Missing caulking in various areas The Monaco Construction also failed to properly remove the garbage and debris from the site. Additionally, none of the windows have been replaced, and no interior work has been completed. To date, I have made the following payments:$500 deposit on February 2, 2024 $16,000 payment on April 18, 2024 $4,000 on August 2, 2024 $3,500 on August 21, 2024 TOTAL PAID $24,000 Despite my attempts to contact the contractor for updates, I have been unable to reach him and have received no response regarding the completion of the remaining work.I am seeking assistance from the Better Business Bureau to help resolve this matter. I would like to request a formal investigation into this contractors practices and a resolution that includes either the completion of the contracted work or a refund for the payments made for the unfinished services.Thank you for your attention to this matter. I appreciate your assistance in addressing this issue.Sincerely,***** ***

  

  Business Response

  Date: 05/11/2024

  Good day, we have no reason to respond to this complaint.  

  This is not a genuine complaint.

   

  *******

  Customer Answer

  Date: 07/11/2024

  Complaint: 22511407
  
  I am rejecting this response because: we want them to complete the work that we paid for according to the contract we have or refund the cost involved.
  
  
  
  Sincerely,
  
  Andr ***

  

  Business Response

  Date: 07/11/2024

   

  Good afternoon BBB AND MR.***

  We have a few contracts with this person.  They asked us to complete the exterior portion which was done ( there is a minor touch up to do)

  Which we agreed to take care of when we went back to do the interior work., Later end of October. 

  it was agreed upon they will leave for the cottage and they will be back Approx Oct 21, 2024  They were told we will then start back October 28, 2024  THERE WERE NO ISSUES..

  Upon arriving back home much earlier on October 2, 2024 Mr *** became upset screaming , yelling numerous threats and hateful comments. as we told him we were prepared for the later time which we scheduled in for OCTOBER 28, 2024..  However he did not accept that date and went completely out of control during our discussions and made some extremely hateful comments.  Towards our company and some of its employees.

  Upon further investigation we have found him speaking against us to our employess  making up all kinds of stories and telling outright lies

  The language that was used by MR *** has been quite insulting and demeaning and degrading - he called our people a bunch F*** - numerous cursing and other derogatory words,. WE have on staff including some  threats towards our people in a very Hateful way. 

  It was has been a very bad situation and very very stressful and nervousness now moving forward. We are dealing with Authorities through our Lawyers to have this man dealt with,.

  As we have said THIS IS NOT A COMPLAINT and we intent to make sure that it gets removed due to these facts.

  No one in ****** under the Law are allowed to behave like this and this has become hateful and disgusting talk,

  REMOVE THIS COMPLAINT AS WE INTEND AND WILL BE DEMANDING THIS REMOVED AND ONLY WITH THIS DONE

  WE WILL EVER CONSIDERING GOING BACK TO COMPLETE THIS PROJECT.

  Mr. *** has made no attempt to apologize or reverse his comments.

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

  c/c copy Lawyer

   

  Customer Answer

  Date: 12/11/2024

  Complaint: 22511407
  
  I am rejecting this response because:
  
  They called us today and told us they can do nothing unless we took the complaint off. We told them once they do the work, then we will take it off. They kept saying that the boss has personal issues regarding their marriage and that has nothing to do with the complaint. They tell us now that if we do not remove the complaint, they will not perform the work. All I want is the work done or the money back and we will not remove this complaint until either is completed.
  
  
  Sincerely,
  
  Andr ***

  

  Business Response

  Date: 12/11/2024

  Good afternoon, We have numerous efforts to resolve this matter, Today our office Manager spoke to Mr. *** and his ignorant comments continued on.

  No one in any business has to put up with this nonsense.   This is not 1945  Yelling and screaming at workers etc comments,  

  Our Lawyers are in discussions on how we take action,  As far as we are concerned they had ZERO valid reasons to make any type of complaint, Our discussions today via a phone call with our client,

   it just shows we cannot allow anyone in our Organization to be harassed by Mr. *** while they are trying to the work.

  We had asked for in writing an expression of regret on his part and it became worse. 

  We have had enough of being screaming and name calling etc.   THIS WAS NOT A COMPLAINT   and it SHOULD HAVE NEVER BEEN sent to your Organization.

  Todays negotiations went very very bad,  ********** Manager also got more of the same YELLING and SCREAMING and hostile towards us,

  NO ONE HAS THE RIGHT TO TALK TO ANY OF US THAT WAY... I would ask you folks how would you keep on the phone while you are getting this extreme hostility.

  It is seemingly impossible to have a calm reasonable conversation with ***** ***.

  Sincerely,

  Matthew 

   

   

  Customer Answer

  Date: 25/11/2024

  I was told that they would be here today on Monday, November 18th at 9am but never showed up.  They promise and never show up.  I would like my money back. 

  Customer Answer

  Date: 19/02/2025

  I am requesting my complaint be reopened, because the business did not finish the job or respond to my last message on this complaint.

  

  Business Response

  Date: 27/02/2025

  Good day BBB and ***** ***

   

  The matter was not to be served as a complaint according to our client.

  They advised us that they had a few questions in regards to a few items  left to be done,

  We have kept in touch on a regular basis, and they have ZERO complaints according to our conversations with them.

  At this time we told them,  once the Windows have arrived we will complete the work.

  THERE WAS NO COMPLAINT 

   

  Matthew 

  Customer Answer

  Date: 27/02/2025

  Complaint: 22511407
  
  I am rejecting this response because:

  
  because the business did not finish the job or respond to my last message on this complaint.  It's been over a year since they have done anything.  Some things have they have to redo because it was upside down.  The painting was not done correctly.  It was old paint. 
  
  
  Sincerely,
  
  Andr ***

  

  Business Response

  Date: 03/03/2025

  Good morning BBB

  Our client has been EXTERMELY disruptive from the start of our contract until now. There are no valid reasons for these complaints,.

  We are asking our Lawyers to give notice to our client, that we will not finish the project if he continues to make FALSE complaints..

  15 minutes after talking to him and on record states all is good thank you for updating us - he then writes to you folks just to be harassing our firm.

  We try our best but we not able to work in good faith when our client keeps causing unnecessary problems,, that is not acceptable.

  Unless these nuisance complaints stop we will not consider the action taken by our client to mean one thing - that is just to make problems.

  THEY NEED HELP. - we are not in the health business

  *******

   

   

  

  Business Response

  Date: 05/03/2025

  We have spoken with the consumer today and informed them that we could be out there tomorrow, but they have to pay the 3500 dollars that has not been paid. He claims he will not be paying us anything further, yet in order for us to finish at this point, we do need that payment made. We also explained the situation with the windows and how they only opened up back in February and the windows will come sometime in March. We ultimately cannot install the windows while the wood is rotten on the frames, we have explained this aspect multiple times. We will finish the bathroom and clean up after the payment is made, but not before, per our lawyer's suggestion.
  

  Customer Answer

  Date: 17/03/2025

  I would like my complaint reopened as my issue has not been resolved. I need this company to either provide me with the windows and finish the job or pay me my money back.
  

  

  Business Response

  Date: 22/03/2025

  Good day  BBB

  We will go over briefly the conversation we had with one of your employees 2 weeks ago.

  The explanation was given to BBB Member at the time,  We must be paid the final amount owing,  $3,500,00

  These Clients have insulted us cursed at us and ************** numerous hateful names. BY LAW WE DO NOT HAVE TO RETURN just due to that reason alone.

  Some of our People do not want to ever step back on the property.  The year is 2025  not 1960,  and we are not there slaves to be treated like such is quite despicable.

  We have handed the file over to our Lawyer - the reason being the lies and nonsense that these people started is quite enough.

  Furthermore, while it was in there best interest to just make the payment and the reason for this is they have stated over and over they will not pay EVER.

  They of course keep denying it,, and with all the HATE CRIME comments thrown at us is quite enough,.

  The final amount 3500 is way more than what is required to complete the project. So before we take LEGAL action due to the harassment we have

  been put through.. we suggest they walk away and we are willing to do the same,.

  However, in the event that they continue to lie and slander our good name in the community we will take action based on the unbelievable disgusting treatment,

  of which we have Lawyers preparing the sworn statements of these workers.

  Hopefully this will put an end to this.. But we do not believe this will happen without us having them brought to court and have a Judge explain Manpower and Legal norms when having outsiders work in their home.

  KEEP the balance owing we will walk away as is - mutual termination of contracts and Legal case against them,.  If the BBB or the clients want a copy of Workers Rights are Lawyers will explain it all.

  Thank you

  Matthew 

  C/C ***** ****** (Lawyer)

   

• Initial Complaint

  Date:21/06/2024

  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 signed a contract with Monaco Construction on September 21, 2023 for interior and exterior work for $56,000 (incl Material, labour and taxes). We have paid $19,000.The interior work was completed by November 2023. This amounts to less than $4,000 worth of work and material. We were told the exterior work (sidings and windows and a few smaller jobs) could be done in the fall of 2023. In November 2023, we were told there was a delay in acquiring the supplies and the work would be done in the spring of 2024. Starting in late April 2024, we have had difficulty communicating with the project manager by phone and text. He often did not answer his phone and when he did, he kept repeating the message that the windows and sidings were still not available from the suppliers. He would not keep his promise to call back when he had checked with the suppliers. Calling the estimator with whom we signed the contract was of no help as he kept saying it was all up to the project manager. Please see text (and phone) messages between these 2 Monaco personnel and us in our uploaded record of events. Despite our asking Monaco if we can proceed in a more professional manner before seeking the help of BBB, there has been no satisfactory response. In summary, it has been 9 months since the contract was signed and $19,000 paid, and the main part of the work (windows and sidings) has still not been done. Communications have been very poor and there is no clear indication on when the work will be done.

  

  Business Response

  Date: 22/06/2024

  Good morning BBB AND Client Teik ***************

  I will state that while there may be a few variations in how it came to be where we are at this time.. for the most part I do agree this client

  has been very patient waiting and there should be no further delays on our part without some explanation given as to why there has been

  additional delays.

  In April or early May 2024 we sent out letters explaining to all clients who were still waiting on some part of the contract to be completed.

  in that letter which all should have received a few months back, we had advised clients that due to weather and some supply issues we may encounter

  additional delays.  At this time we will be making contact directly with our client ********************, and we will move forward as much as possible to have this project

  be brought to a full completion.  I will personally make sure these things happen.  I am not certain if this client did or did not get our letter, as I am reading

  the comments they left it appears he did not.  We will move forward right away and we will complete this work as fast as possible.

  Contact will be made with Teik *************** today or by Monday June 24, 2024.

  Thank you both our Client and the BBB for bringing this information to our attention.

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

  Customer Answer

  Date: 28/06/2024

   
  Complaint: 21883698
  
  I am rejecting this response because:
  

  We appreciate Monacos positive response.  However, it has been a week and we are no further ahead.  As promised, I received a call from the same project manager on Monday 24 June 2024, but all he could offer was the same story, that he would let me know as soon as the suppliers come through with the windows and sidings.  He said it may not be until September 2024 which is 3 months away, and a whole year after the contract was signed.  And there is no guarantee that the work will be done in September. This is, in fact, worse than before when he would be saying it would take another 4-6 weeks for the supplies to be delivered.  This is unsatisfactory, and we question if the problem is just at the supplier end.
  
  I requested to speak to *****************************, who responded to our complaint a day after we filed it with BBB. He said they will move forward as much as possible to have this project be brought to a full completion and that he will personally make sure these things happen. The project manager said he would ask ***************************** to call me on the same day, 24 June, but did not give me any of ***************************** contact details.  As of today, 28 June, I have not heard from him.
  
  It would perhaps help to have a change in the project manager, to someone who will be more professional in handling the project.
  
  We are asking for:
  1. A clear plan of action with end dates.  Should end dates not be achievable because of extenuating circumstances, it should be discussed, and an agreement reached between Monaco and owner.
  2. All future work to be well documented and agreed upon ahead of time.  For example, it would be appreciated if we can have written reassurance and not just the current verbal one that Northstar would supply the windows. We would want to be reassured that that would be the manufacturer, and not a substitute with lower quality.
  
  Finally,please remove my name from the response from Monaco and all future correspondence as instructed in the BBB website.
  

   

  
  Sincerely,
  
  Teik ***************

  

  Business Response

  Date: 28/06/2024

  Hello BBB and client

  Without writing an full editorial I will state this. We have done at least or close to what we have been paid. The client says what has been done is worth $ 4,000.00  dollars as the client is stating.

  We have what we have done at much more than that.  If the client would like to have a mutual release of this contract he must be willing to negotiate either to wait for us to complete the work or we can find an amount that we agree on to terminate

  the balance of the contract WHICH is what he is doing when he states the interior value is only 4000 please get serious and we then can part ways and you then are able to deal with someone else.

  In the meantime we will put our calculations together in regards to our costs and estimated amounts.  

  Once again I state in writing with you today, Monaco Construction has no issues releasing by way of a Mutual release and only if we can agree on the actual costs etc.

  I leave this decision with MR as it appears he has been saying numerous stories or accusations and inferring we are not being honest.  At this point we will release this client as he is not listening to anything we are saying.

  We, will need to come to an actual price and then sign off from there. Or wait and hopefully one of the dozen or so people we have looking to find these for us will come through.

  What becomes upsetting for us the Contractor is how much time and effort we take with the view of making these people happy and in the end we at times get the drill as if we are the Culprits.

  I am *****************************, and we have spoken a few times so please advise us Sir on how you want to move forward.,

  Sincerely,

   

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

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21883698
  
  I am rejecting this response because:
  

  Mr. ME says he and I have spoken a few times.  We have never spoken to each other.  I mentioned this in my last response.
   
  We are surprised by the change in direction and tone in Mr. *** latest response, from this client has been very patient waiting and there should be no further delays in his first response, to at this point we will release this client in his second response only a week later.  All we have been asking for is completion of the job in a timely manner.  At this point, however, in view of the lack of progress of the job and the negative tone of Mr. *** second response, it is best for us to have a mutual release of the contract after we have agreed on the amount owed to us.  The alternative of waiting for completion of the job without a clear timeline is not tenable.  This has been very stressful for us.
   
  We have paid Monaco $19,000. As to the value of the completed interior work, our estimate of $4,000 for the work done is fair.The completed work consisted of [1] replacing 2 faucets and 1 toilet, and [2] repairing and repainting kitchen ceiling holes (one of ~4x6 and 3 of ~6 diameter)after an electrician (we employed separately) had removed a recessed fluorescent tube panel and installed 9 pot lights, and [3] removal of an intercom unit on the wall in the family room and repair of drywall.
   
  All three items of work listed above were completed by the following workers, whose number of hours of work we kept a record of:
  ***** 8 hours
  **** 8 hours
  **** - 24 hours
  ***** 8 hours
  ***** and **** were the main technicians and **** and ***** were their assistants.
  Thus, there were 32 hours of technician time and 16 hours of assistant time. 
  The cost of the faucets and toilet came up to $694.95 (tax included).
  Based on the above, the grand total, including materials and labour and tax, would amount to around $4,000.  This does not include a small amount for repair and painting supplies.
   
  It should be kept in mind that the total contract quoted for the entire job was $56,000. We have paid $19,000.  The unfinished exterior work includes replacing windows on 3 sides of the house (14 casement windows),replacing sidings on 2 sides of the house including the chimney, fascia work,replacing interlocking stones in steps, installing a French drain, and adding a water deflector on the roof. If what Mr. ME said, We have done at least or close to what we have been paid (which is $19,000) is true, then the remaining $37,000 in the contract would clearly be insufficient for the exterior work,which is much more extensive than the completed interior work.
   
  Mr. ME says that he has been saying numerous stories or accusations and inferring we are not being honest.  We have not made any accusations.  All we have been asking for is timely completion of the job.
   
  Mr. ME has also said this client as he is not listening to anything we are saying.  By this, we understand that we have been asking the same question again and again that is, when will the exterior work be done. Our downloaded document in the BBB complaint will show that the responses have always been: back ordered materials, or, will check, but no clear date for work to be done.
   
  We did not file this complaint frivolously to tarnish Monacos standing. We are satisfied with the interior work done by Monaco. But, it is 9 months into the project, and the bulk of the contracted work has not been done. Even before filing the complaint, we called BBB to ask if there was any other way. And, when advised that filing was the best route as they can then be of help, we still hesitated. Only after informing the Project Manager that BBB has advised us to formally file a complaint, and not getting any satisfactory response from him did we proceed.  
  Sincerely,
  
  Teik ***************

  

  Business Response

  Date: 11/07/2024

  Good morning BBB and Client

  We have decided to meet with our client as some progress has taken place since we last communicated via BBB.

  At this time there remains a couple of windows in which we have not been able to have made.  But most now are moving forward.

  The window company we purchase from is trying to find the remaining 2 but as of today, we are still looking,.

  We are a little more encouraged, and we have another lead over the border near ******* are,, there is a company who may be able to replicate the two we are missing.

  Even though the client is upset, and we understand it has taken some time. We have never stopped trying to resolve the issues.

  At this time we are suggesting we have a meeting at Client home and hopefully we can all the other problems resolved through that meeting.

  Our office will be calling to set up that meeting today or tomorrow or as soon as Client is available.

  Thank you for your assistance.

  *******

  Customer Answer

  Date: 14/07/2024

   
  Complaint: 21883698
  
  I am rejecting this response because:

  We are again surprised by the change in direction.  It was clear to us in the June 29th response from Monaco (ME) that they did not want to work further on the project (at this point we will release this client) and are working towards it (In the meantime we will put our calculations together in regards to our costs and estimated amounts).We responded (July 6) with a clear agreement that it is best for us to have a mutual release.  In the latest response from Monaco, they seem to indicate they are still working on the project and would like to meet with us in person. This is very confusing.  We would prefer to continue contact through BBB, where correspondence is documented, leaving no room for misunderstanding.
  

  We would like to proceed with a mutual release. We are seniors who have been put under a lot of stress which is not good for our health issues. We cannot continue with all the delays, uncertainties,change in plans, etc.  We would like to reach a mutual release after agreeing to amount owed to us,as suggested by Monaco in their response of 29th June.
  
  As outlined in our July 6th response, our estimate of the completed interior work is $4000,whereas Monaco stated that it was closer to $19,000.  Could Monaco please provide us with their invoices for the completed interior work? We have listed what we know in our July 6th response, and have tabulated it below.
  
  Materials
  **** Adler  ******* 508SRS    $219 (UP$289) ********** store price
  **** Banbury 87017SRS           $199                 ********** store price
  American Standard Cadet 4.8L #*******.020 SKU #**** 065 216     $198 (UP $288)    ********** store price
  Behr Premium Plus Paint and Primer in One; One partly used tin (left in our sunroom)
  CGC SheetRock Dust Control, 1 partly used, second full tub (left in sunroom)
  SHEETROCK 20 Drywall Compound 11 kg: ~ 2/3 sack (left in garage)
  
  Labour: based on time the technicians were working in the house
  Kevin                  8 hours
  **** (assistant) 8 hours
  *********;                24 hours
  ***** (assistant) 8 hours
  
  The invoices will help us better understand the cost of the completed work.  We hope we can then arrive at the mutual release promptly.
  Sincerely,
  
  Teik ***************

  

  Business Response

  Date: 16/07/2024

  Good Evening BBB AND MR.

  We will only deal with this AMOUNT one time.we find the true value of our work to be closer to 18,000

  At this time during this way of dealing with clients thinking. We will refund an amount 4,500.00

  payable in 15 days from today.  In the event this generous serious offered is refused 

  We will deal with this client via the Legal system.  ********** would carry out the work we did for less than the amount we are suggesting to settle.

  Please note this is our final offer.  We will be happy to continue this is in Small claims court 

  We have offered NUMEROUS settlements and none have suited him.  Thank you very much for your assistance.

   

  *******

   

   

  Customer Answer

  Date: 17/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  We accept the refund of $4,500 from Monaco in order to end this stressful matter.  The amount is well below what we think is fair, but we are not given a chance to negotiate.
  Sincerely,
  
  Teik ***************

• Initial Complaint

  Date:13/06/2024

  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.

  Have stain n living room ceiling. Advised by ********************* in walls and bedroom above, which are very hazardous for our health and even coughed badly to say it affects him. He also said ****** shield needed and new shingles on roof. Area in ***** near chimney insulation to be removed, mould disinfected and new insulation. Mould in bulk heads in l-r and bedroom to be removed, disinfected, insulation replaced. Worker said minor mould in bulk heads. Told new chimney required and transferred $400 but no receipt issued.No work or insulation required in attic so not completed.Company now insists the final $1,700 be paid, yet the original problem has not been resolved. Said theyll put paint on ceiling (not in contract) once weve paid. I said part of contract should be deducted, as no work done in attic. Feel weve been taken. Now being threatened with legal action and lien on our home.

  

  Business Response

  Date: 14/06/2024

  Good morning BBB 

  There is very little in the way of accuracy in this story as told by the client.   All of the work that has been done was done as EMERGENCY work,

  Our representative, and the client understood that.   We have completed the emergency work all of it has been done,.  We have also told these clients we will not tolerate yelling and screaming

  at any of our workers for any reason.  The client is only angry because they had to spend money.   Furthermore to the contract as a gesture of good faith we agreed to make the touch *** on the ceiling

  which they claim is evidence we did not conclude our project,.. well today JUNE 14, 2024 prior to my receiving this complaint they had agreed to let us back in.

  However, this project is already 100% complete,  when our rep asked for the final payment Madame went extreme and yelled OVER and OVER  for my rep to leave and made threats to call 911 if my worker did not leave,

  We have already discussed this with our Lawyer because we do not allow any of our people to become in any way under threat.   We are owed money end of story.   the job is complete.

  Perhaps the client should read the contract in full.    This nothing more than a money issue  we are owed the money, ****** does not want to part with it.

  Last year 2023 one of our workers was stabbed while working on a site. We will not tolerate this behavior nor will any organization, and this client should learn how to have a conversation without making any kind of threat.

  Pay your bill you owe us $ ******** as of today.

   

  Thank you 

  Michael 

   

  Customer Answer

  Date: 18/06/2024

   
  Complaint: 21844926
  
  Our issue is now beyond the original complaint.  The owner has never been to our home, or met us.  As originally mentioned, the reason we called Monaco was because of a stain/leak in our living room ceiling.  Mr. * signed the contract believing all the items discussed were included (we are of the old school where one trusts).  We provided a deposit of $2,900.  We were not advised when the work would start, nor that it was being treated as an emergency..  We were given 12 hours notice of work commencing.  ***** showed up with some supplies and demanded the payment of $3,900 due upon commencement; even although no work was being done at that time, just delivery and someone checked the roof.  Mrs. * had an issue with that and debated it.  She left and Mr. * provided a cheque.  ***** apologized to Mr. *. after and said he quite understood 'where Mrs. *.  was coming from'.

  The worker arrived at 8 a.m. for over a week, didn't show on two days - we contacted the contractor and were advised the worker was sick.  Our house was a mess for 12 days.  We just accepted this and cancelled or postponed plans.

  When asked how bad the mould was in the walls, the worker said a little upstairs, and just mouse dropping on the lower level.  There was no indication any insulation was put in the walls.  We were advised by two different workers there was no mould in our attic and therefore this scope of work was unnecessary.

  The final day **** showed up, saw our concern with the ceiling (I reiterated the original issue) and said he wanted the final payment and someone would return to do the ceiling..  Mrs. * felt threatened as **** stood in the hall, refusing to leave until we paid the final $1,700,or they would take legal action and put a lien on our house.  She felt there was no option but to say she would call the police.

  The contractor obviously has a slanted view of this whole situation as, he was not personally privy too any of what transpired.  He also left a threatening and defamatory message on our phone.

  This would have been dropped completely if it were not for that slanderous message.  We are not liars, even if you choose another name for it.  It was interesting to note he name-called other complainants through BBB.  Having dealt with many businesses over my life, this behaviour toward customers is beyond comprehension.

  Oh, we found the threatening comment quite comical; we are both in our late70s and have health issues, so hardly threatening to a fit guy our children's age!.  The mention of an unfortunate incident with one of your employees was totally irrelevant.

  **** called the following day with profound apologies to us both for his behaviour., which was interesting.

  We can assure you that many people would not have been as tolerant as we were through this whole ordeal.. Hopefully the owner will learn from this ****** that it does not pay to  berate customers.

  The contact included the following work, which was never done:

  1)  In attic near chimney remove 8' x 8' area of insulation and replace disinfect all areas with mold disinfect and fill (credited $200 for this)

  2)  ? in bulk head on wall in room 2' x 2' replace insulation

  3)  Replace baseboard and paint - not painted.

  We are left scratching our heads as to what was 'remedied' for our $8,300.

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

  

  Business Response

  Date: 18/06/2024

  Hello.   There absolutely Zero in the way of a real complaint.

  The man who we signed the contract with is extremely happy.

  In fact he apologized for any of this being reported as a complaint.

  As far our organization is concerned the job has been paid  in full and the project 

  Is done 100%.    Thank you kindly

   

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

  Customer Answer

  Date: 19/06/2024

   
  Complaint: 21844926
  
  I am rejecting this response because:

  Mr. * said he was happy the work was finally done.  He was not aware of Mrs. * contacting the BBB.  Once again this owner was not present so his comments are out of context.

  We have dealt with companies in the past who, in this case, would have checked the roof and recommended we contact the roofing company, who had replaced it the previous year, to rectify discrepancies.  How sad we could not trust this company's ethics.  Interestingly the only person who has made derogatory and inflammatory remarks is the owner, who has never met us.  All employees have been extremely courteous.
  

  We wish Monaco well and trust this experience has taught them to be honest in future.  Mainly to include all work recommended in their estimate.
  
  
  *************************

• Initial Complaint

  Date:05/11/2023

  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.

  September 8th 2023-Entered into a contract with Monaco Construction to repair some interlock and storm pipes see contract of all work that was supposed to be done. They have replaced 2 gates and install 4 new PVC pipes so far. Monaco has done minimal work and the work that has been completed is unacceptable. I had to get another contractor to inspected Monaco's work and they have told me that the workmanship it not up to industry standards. I have tried many times to communicate with Monaco Construction with ******* and he is not responsive. When I do eventually get him on the phone he is rude and hangs up on me. He tells me that I am very demanding. I just want the work he quoted me on finished and done properly and efficiently or I want a refund. I am a senior and I feel like he is taking advantage of me. I got another estimate for another contractor to fix the unacceptable work by Monaco that they started and never finished, I was quote $13,000 by the other contractor to repair Monaco's bad job.. I would like a refund for the the rest off the job that was not completed from Monaco. I have cancelled the last installment of $710.00 as the work is not completed. This work needs to be completed ASAP before winter. Thank you in advance for your help .

  

  Business Response

  Date: 05/11/2023

  Good Evening BBB

  We completed this persons work over one week ago.  At that time ***** had stated over and over how happy she was and gave us our final payment.

  She had stated to our ***************************** if it was alright to post date the final payment.  He said no issues and she post dated the final check.

  On this past Friday we received her hostage demands.  We have put the check in the bank, which she says has been stopped. but due to our taking Legal action against her right away PAUSE numerous unfounded outright false statements including these comments.

  Most of our clients are honest and forthright. Should there ever be a ligitiment issue we always correct it right away.

  However, One week plus had passed by.. why did our client not call, or email or file a complaint with us

  We have had enough with folks playing blackmail games to extort money back from a completed contract.

  However had she just advised us and if there were an actual issue with any of our work...well then we could fix it.

  We will not refund a single dime, our work was completed. This is nonsence.We are taking LEGAL action against this client to keep our good name.  There is a growing trend of folks doing this or simular to get more work or a refund.

   

  Thank you

   

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

  Customer Answer

  Date: 15/11/2023

   
  Complaint: 20828001
  

  I am rejecting this reply -As **** is not being very transparent and lied about all the work being done and that is was done properly- All details have been added in word document attached to this reply.  

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

  

  Business Response

  Date: 17/11/2023

  Good afternoon BBB

  We have reviewed all of this clients comments.  First of all ( no notice of service call )  was requested of our company.  Which is exactly what should take place in the event of a real complaint.

  SHE never called us or emailed etc  however she did wait till the day before the POST DATED check for the final amount was due, then invented a bunch of complaints.

  The patio stones ?  along side the back NOT IN OUR CONTRACT false complaint

  the edge of the drain was perfect we inspected it  SHE ran over it to bend it to make this claim ( non issue )

  All the other statements being made including the hand written memo written by ***************************** -  these were all dealt with.

  As far as we are concerned this complaint was hope to try to get some money back.    WE now have the returned check and that is enough to stop us from 

  providing any future service forany of the work we did.   Our men are on a service call today.. from a job done a month ago.. real issue easy to fix.  We will not

  be serving this Client due to NON PAYMENT with no legitimate reason to do so, except looking a more freebee  -  She had asked our workers including the Boss 

  ******* to do all kinds of extra work - ***** the table , however she did realize ******************* is one of the owners.   

  Should she want to act in a honest manner, and not make stuff up, we will be happy to provide service for any REAL issue.  On the orginal complaint to our company

  she showed us a pile of earth / fill that was on her driveway.  I investigated it and it was a picture from when we did the work. BUT she tried to say that is how we left the job.

  We will not be a hostage to fabricated stories.. the work is done 100% and sorry to say without our payment made ( as she promised )

  The matter should have come to us ( and it never did ) because we had the work reviewed and it is fine.

  PLEASE MAKE YOUR PAYMENT   Madame as you promised  - but as far as we are concerned there is no truth in anything she has brought to your attention.

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

• Initial Complaint

  Date:05/08/2023

  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.

  Monaco Construction flyer arrived at our house. We signed a contract on June 8. The work kept being pushed back. A small portion of the work for the back of the house roof was done July 18 and an addition check for @6,000 was given for materials.. Three check in total were given, $8,000 and $11,000 and then $6,000.
  The contact phone number is disconnected, the other phone number I called today is an unknown phone owner and cant be reached.
  The names on the buisness cards can't be traced and numbers disconnected.
  Ontario Corporation Number ********** does not give a name
  Owner Mr. ******* ******** can not be found in Ottawa and may be fictitious names as they were misspelled on your website.

  

  Business Response

  Date: 06/08/2023

  Good morning, today is Sunday August 6, 2023.   

  I will respond by advising and updating any concerns as brought out in this message. We have started the work and is currently underway.

  As far as work being postponed or pushed back. That is not the case at all.  All of the work left to complete is scheduled, however the roof portion in question cannot be done until the Tree portion of the project has been completed.

  It is a work hazzard as it does not allow our people to work in a safe manner.   We will do our best to ignore to story line of we are all fictious as the Client daughter is making this accusation.

  We are exactly who we say we are !  and we are doing our work as promised.  The scheduled work is as follows, the tree removal people are coming this week. 

  Then the balance of the work (roof) portion or part 2 as part has already been completed.   We will continue even though we feel very insulted by these comments making such ridiculous comments.

  Our company has never had the phones not answer or the names cannot be found. No person in this company has done anything wrong.  

  We continue to work until the job is complete.

   

  Thank you,

   

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

  Customer Answer

  Date: 07/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20427654, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

  Customer Answer

  Date: 08/08/2023

  
  
  Complaint: 20427654
  
  
  
  I am rejecting this response because:

  Monaco construction has $25,000 and is not giving a start construction date of our contract of two months ago June 8. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 08/08/2023

  Good day

  Enough already.

   

  ******* has spoken to her on Saturday.

  We all have been moving forward the tree people and the Roof will be cancelled.

  We have handed the file over to our Lawyer.  - this Person has gone way too far and we will now stop her SLANDER AND OUTRIGHT lies.

  One minute she is happy 10 minutes later she forgets or pretends to forget.  This is pure harassment on her part.

  We will be taking an action against this Lady. this has become ridiculous, we have been in touch with everyone involved.

   

   

   

  Customer Answer

  Date: 08/08/2023

  
  
  ****** ******** *******
  
  I cancelled the complaint with ******* and it was re opened with another person today and I don’t know why it was re opened.  I just want the work to be completed and regret I was just trying to just get the scheduled dates. Please have Monaco finish the contract. I don’t want any trouble and there is no need to get elevate this as it’s stressful just waiting for it to be done.  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20427654, and find that this resolution is satisfactory to me.
  
  

  
  
  
  
  Sincerely,
  
  
  
  **** *****