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:26/04/2023

  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.

  Stevensons Home Repair completed attic insulation work in home on April 1, 2023. I paid $3542.55 including HST by cheque. It was almost 10pm when work finished and I was told that the invoice for the work will be emailed to me next day. I sent a reminder on April 4 by SMS and received a response on April 7 apologizing for being busy and promised to send the receipt next day. I sent reminders though SMS on April 15 and April 19, called on April 17 then April 19 left voice messages. I sent a reminder email on April 21, still no response. As discussed with Stevensons, the primary reason I went ahead with the insulation work that I could claim part of the expense from government energy grant. I am expecting a grant of $800. It has been 25 days since the work was completed I still have no receipt for it. Without a receipt, I cannot claim the grant, effectively resulting a loss for me of $800. I am asking Stevensons to compensate me for this loss.

  Business Response

  Date: 04/05/2023

  Hello,

  In response to this complaint I want it to be clear that the complaint is not valid at all, or completely/properly displaying the situation and should be removed by *** or at least discredited by any potential customers after reading this response.

  There was no repair issue as customer has stated, the issue perceived by the customer was a billing issue, as the invoice wasn’t sent as quickly as desired.
  

  The billed amount was exactly as discussed, and the work was completed beyond the values set out in the original agreement with impeccable customer service.

  There is legally 45 days for a contractor to provide an invoice which was not surpassed here.

  Also the claim that the rebate isn’t attainable due to lack of invoice is completely false, as the rebate ONLY requires a post inspection to be performed to ensure work is completed.

  ——————————————-

  The mention of the job taking until 10pm to complete is to purposely paint a bad picture, when in reality the customer was forewarned several times during booking process of possible additional work (intake venting) needing to be done (based on the age of the home and changing standards) and this was clearly not heeded by the customer.

  Fast forward to the job start - I was asked to not show up until noon as this was a Saturday, and upon showing up found several additional issues which *were suggested* to be rectified first.

  There was a broken roof framing supports, mould throughout attic, inadequate intake venting, and improperly installed roof venting.

  Rather than rebook the job and charge the customer for a second day and inconvenience their schedule, I had gone the extra mile to stop the agreed upon work, and take on all 4 of these additional items before then proceeding with the original agreed upon work.

  This in turn saved the customer time and money, as it eliminated any possible charges for a change order (as I was overly prepared and had extra materials on hand to perform all additional work).

  Unfortunately when there is a very simple issue (delayed invoice) that is and was easily rectified, people try to harm a reputable companies reputation by painting such pictures rather than thanking the contractor for the additional effort, honesty and efficiency in spotting, disclosing to customer, and rectifying issues - all the while staying after hours to do so (interrupting precious family time).

  The invoice has been sent to the customer, as this is their only complaint this is the absolute only resolution possible to be set forward.

  A refund is not sensible as there were no lost rebates or any negative financial outcomes to the customer.
  

  Also to be clear additional insulation was added to the home free of charge, to surpass the agreements between contractor/customer, and surpass requirement for rebates, building codes, and manufacturers recommendations.

  Customer Answer

  Date: 09/05/2023

  
  
  ****** ******** *******
  
  
  
  I thank *** for following my complain. The complain extracted a response from the business and a receipt for work as desired was emailed me one day before them sending response to ***. I do not accept the argument put forward by the business that I am out there to malign their honest work. One does not have contact any business 7 times, only to get a response when complained. The oversight from my part was to hand over the payment without an invoice based on trust and that was breached.

  I do however accept business argument conveyed to me in a text message a day before *** response that the business owner had family issues. I would not like to pursue this matter any further in complaint ID 19987647 and accept this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****