Complaints

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• Initial Complaint

  Date:07/02/2023

  Type:Sales and Advertising 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.

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

  I am filing a formal complaint on Business name: Solidcare Home Improvements Inc. (Refer to “Solidcare”).  Address: * * ** ******* ***** ************ ** *** ****  ********** *************
  
  The following depicts how Sales Representative, Mr. ******* *., from Solidcare ******** with Energy Auditor, Mr. *******, *. (*****), through a series of ********** actions to take advantage of government Energy Rebate Programs for their own profits.  
   
  On October 1, 2022, at the ******* **** ****** **** Expo in Markham, I was stopped by the Salespersons from Solidcare stating they can do Attic insulation with Energy Rebate.  The sales representative, Mr. ******* ****, quickly came to my house the next business day on October 3, 2022, to make me signed the payment form for a total amount of $1808 and I paid a $100 deposit right away on the spot.  During the home visit, Mr. **** did not enter the attic for assessment, but just stood on the ladder at attic hatch and symbolically peeked our attic for a few minutes.  I requested him to take pictures of our attic for me.  Mr. **** did nothing on the standard attic assessment, for example, assessing the sealing of the attic floor, attic ducts, electrical boxes, and air sealing.  Mr. **** did not do any measurement of adequate insulation for R value.  Mr. **** did not check if there is any mold in our attic.   
   
  Mr. **** did not discuss any information with me about why my attic needed “top up to R60” written on the form.  Mr. **** informed me: 1) that the Auditor was coming to my house soon in 2 days with a charge of $678 for audit; 2) a “deposit $100 is refundable if audit failed” (written on the form); 3) Cellulose material is the only material used across Canada for attic insulation.  Mr. **** did not disclose other options of insulation materials that can be chosen for example, fiberglass batt, blow-in fiberglass, spray form, etc.  Mr. **** did not review with me if my attic has any issue or not of the sealings of attic floor, attic ducts, electrical box, air sealing, mold, etc.  Instead, Mr. **** rushed me to have signed the paperwork and have paid the $100 deposit.  Mr. **** did not allow me to make any informed choices.  Instead, he pressured me to urgently sign the paperwork with no ****** to ****** my mind. His urgency made him put my wrong name on the form.  I even told him that the name on the form was not correct, however, Mr. **** responded “it doesn’t matter, as long as you paid”.  The time he spent in his visit was all about getting me to sign the form and to secure a deposit of $100 for a full payment of $1808.  There was no standard practice with respect to the attic assessment and information delivery and discussion associated with attic insulation work process, etc.  Thus, I was completely left bewildered.   
   
  Subsequently, I was called by an Energy auditor, Mr. *******, ****, sent by Mr. ****, who came to our house in 2 days for the “Energy Audit” on October 5, 2022.  Again, there was no standard of practice revealed.  Mr. **** did not enter the attic but just stood on the ladder at attic hatch to symbolically took a peek our attic for a few minutes.  I requested him to take pictures of our attic for me.  Mr. **** did nothing on the attic assessment about sealing of the attic floor, attic ducts, electrical boxes, and air sealing.  Mr. **** did not do any measurement of adequate insulation for R value, and he did not check if there was any mold, etc.  Mr. **** did not discuss with me anything about our attic insulation status, whether our attic insulation is adequate or not.  Moreover Mr. **** did not talk about our attic status of attic floor sealing, air sealing, mold, etc.  Mr. **** did not do any measurement of insulation R value.  Mr. **** did not review and discuss with me our attic insulation adequacy, or any results of his symbolic “audit”.  However, he made me paid him $678 on the spot right away.  Mr. **** did not even go through with me what will be happening onwards.  No report and no next steps were informed until I repeatedly demand an “auditor report” and I called Enbridge for information on next steps, etc.  I asked him what if we have enough attic insulation and he reassured me: "you will get a full refund".    
   
  While I was still confused and bewildered, Mr. **** quickly sent two young guys on October 8, 2022 (three days after audit without any verbal and written report), and one month before my demanding for audit report (actually, Mr. **** would not issue me his audit report until I repeatedly demanded by multiple phone calls and emails), to start to blow-in attic insulation.  Upon seeing the exact cellulose material and online information on the risks of the cellulose material, we called for them to stop right away.   
   
  As a matter of a fact, Mr. ****, the sales representative, did not disclose to me the different choices of insulation materials in terms of fundamental material safety, reliability, and quality.   We were appalled to find out later serious risks of the cellulose materials on professional websites: “Recyclable cellulose insulation - This type of insulation is when the recycled paper products are shredded and mixed with fire inhibitor sprayed into the attic to achieve the insulation effect. Because the attic is hotter in the summer and has a circuit-winding complex, this kind of insulation cotton material is straightforward to burn and may produce irreversible fires, despite a fire inhibitor added. As professionals, we believe that all people will not risk the 1% possibility of their lives and property being burned down. Many small factories mainly produce this kind of insulation material, and the quality level is uneven; the price cost is also significantly lower than the pink glass fibre cotton. Another fact is that the flame inhibitor may cause severe injury and damage to the respiratory tract. It is not a recommended insulation material.”   
   
  Based on their unreliable and non- professional actions exhibited by both sales representative, Mr. **** and the auditor, Mr. ****, I questioned their credibility and reliability given their non-standard practices and failure to perform any proper inspections.  We found online and asked most ********* attic insulation companies and had attic experts doing our attic assessment that both Mr. **** and Mr. **** did not do.  All ********* experts entered our attic and took time to diligently assess all aspects of our attic, including all the sealings of attic floor, attic ducts, electrical box, air sealing.  They also did measurement of R value, and checked mold, etc.  After their attic evaluation, they reviewed with us all details of our attic status including all aspects of sealings and mold etc.  All ********* attic experts unanimously advised us that our attic insulation is adequate and does not need further insulation topping for at least 5 -10 years and no need to waste money for unnecessary topping for now.  In contrast, auditor, Mr. **** failed to follow the standard practice and Ethics and never reviewed our attic details with me, simply because he did not actually enter the attic for examinations at all.    
   
  After my repeated demands for an audit report, Mr. **** finally emailed me his “audit report” on 2022-11-05.  However, upon reviewing his report, he wrote “topping up insulation to R60”.  Given the fact, Mr. **** did not enter our attic but just stood on the ladder at attic hatch to symbolically and quickly peeked our attic for a few minutes. Mr.  **** did nothing on the attic assessment on all aspects of sealing of the attic floor, attic ducts, electrical box, air sealing.  Mr. **** did not measure the R value of our insulation.  Mr. **** did not check any attic mold status.  Moreover, Mr. **** did not and could not review the details of our attic conditions whatsoever.  Clearly, Mr. ****’s report was ********** in concert with Mr. **** for a series of ********** misrepresentations designed to perpetuate their scam.  Mr. **** took $678 from me right away.  I contacted Mr. **** and Mr. **** numerous times via calls and emails requesting them to refund me $678 from Mr. **** and $100 from Solidcare ever since.  
   
  I also contacted their managements multiple times to express our serious concerns as stated above.  I requested a full refund of $778.  Solidcare refused to refund me $100. I wrote an online review. Solidcare Managers asked me to remove the website review and never refund me $100 deposit.   
   
  Mr. **** also refused a full refund for his ********** audit report.  Mr. **** was not responsive, refused to respond to my emails, calls, or hung up on me.  Mr. **** also refused to provide me with the information on his Regulatory body of registered energy auditor. Instead, Mr. ****, In concert with Solidcare, spoke for, protected, and represented Solidcare for their ***********.  Solidcare and Auditor, Mr. **** were ******** with each other.  The chain of ****** takes advantage of government Energy rebate to hook up the naïve customers to pay them a total of $2486 for unnecessary attic insulation topping without attic being assessed.  
   
  Upon numerous attempts of emails requesting a full refund, Mr. **** at later day on December 16, 2022, only refunded me $228 (1/3 of $678).  ***** ****** *********** Inc was made aware of Mr. ****'s above *********** but refused to send a full refund.  
   
  In Summary, both Mr. **** from Solidcare and Mr. ****, Auditor did not do our Attic Assessment, but ******** with each other for a chain of ****** to take advantage of government Energy rebate program for their own profits.  Their unethical and unprofessional practice must be condemned, and they must be held accountable. I demand a full refund from Mr. **** in the amount of $452 and a return of my $100 deposit from Mr. **** / Solidcare.  I would also like to address this type of ****** to protect the public from the types of *****.  
   
  Looking forward to hearing from you soon.
  
  Thank you. 
   
  ***** *** 
   
  2023-02-03 
  
  

  Business Response

  Date: 10/02/2023

  Better
  Business Bureau complaint ID#********

  First of all, we would
  like to apologize if our service did not meet your expectations. Our company
  and the energy audit company are two separate, independent private companies.
  Our role is to facilitate arranging energy auditors for the purpose of applying
  for government energy savings rebates, making it easier for homeowners. We do
  not profit from the energy rebates, as the full amount promised is returned
  directly to the homeowner.
  The terms of the
  contract were explained by our sales representative to the homeowner, who was
  present during the signing. The findings of the attic were also communicated to
  this same individual. Regarding the work of the energy auditor, we cannot
  comment, as it is best for the homeowner to follow up directly with their
  company, as we are not the same company.
  Blown-in cellulose
  insulation is a widely preferred material for attic insulation. All building
  materials must be approved by the government. Our company only uses materials
  purchased from certified local vendors.
  A disagreement arose
  due to communication with two different people in the household. Our team was
  booked for a top-up of the attic insulation and followed all steps outlined in
  the contract. However, the individual who was not present during the signing of
  the contract disagreed halfway through the job and it was stopped. Our contract
  clearly states on line 17a that the deposit is non-refundable.
  We attempted to find a
  resolution with the homeowner, who was not present during the contract signing,
  but were unable to. We offered a discount and the option to finish the work
  with the homeowner's preferred product at no extra charge, but no agreement was
  reached. If both parties had been present at the time of sale, all issues could
  have been addressed more effectively. Research should have been done prior to
  the start of the work, as the material is not reusable.
  Once again, we are not
  associated with any government departments regarding energy rebates, and all
  funds go directly to the homeowner.

  Customer Answer

  Date: 23/02/2023

   The Response of the Solicare Home Improvement Inc. (refer to Solidcare) is *** ******** and not acceptable.  From the business ongoing conduct to its response, Solidcare consistently shows no insights into its failure to follow standard practice.  Solidcare continues to *** and to be ********* in its response.  Solidcare cannot deny any facts detailly presented in my complaint letter.  

  • * **** ** ****** *** **** *** *********** *** ** ******* * ***** ** **** ********* ***** ** ******* ******* ** *********** ****** ** * ***** *******
    * **** ** ***** ** **** ** * ********* ****** **** **** ** *** ****** ** ********* **** ** ****** **** *** ******** **** ********** ***** *** ******** ** ******* *********** ** ***********

  *** *********** ** ********* **** *** ***** ** *** ***** *** *****  Solidcare deprived my money via intentional *** ** ******* * ****** *** misuse of the government rebate program without any standard assessment required on our attic.  Solidcare never ever reviewed the finding of our attic because Mr. **** did not do any standard assessment!  Solidcare never ever reviewed with me on what, who, when, how, why, where, what to expect, options, rationale, etc in regard to the process of the attic insulation.  Solidcare abused my trust on the government program and my be******* in Solidcare representing the government program.  Solidcare, Mr. ****, has no experience and no knowledgeable about attic, other than filling out the form and took my money swiftly.  Solidcare deprived my legal rights of being informed, my choices, making decision on my own on not wasting my money to get unnecessary topping up when my attic insulation is adequate for now.  Solidcare, Mr. **** did not provide any services other than grab money swiftly.

  More specifically, Solidcare, Mr. **** did not review with me if my attic has any issue or not of the sealings of attic floor, attic ducts, electrical box, air sealing, mold, etc.  Instead, Mr. **** rushed me to have signed the paperwork and have paid the $100 deposit.  Mr. **** did not allow me to make any informed choices.  Instead, he pressured me to urgently sign the paperwork with no Chance to Change my mind. His urgency, as you can see, made him put my wrong name on the form.  I even told him that the name on the form was not correct, however, Mr. **** responded “it doesn’t matter, as long as you paid”.  The time he spent in his visit was all about getting me to sign the form and to secure a deposit of $100 for a full payment of $1808.  There was no standard practice showed by Solidcare with respect to the attic assessment and information delivery and discussion associated with attic insulation work process, etc.  Thus, I was completely left bewildered throughout.   

  Solidcare owner and managers, Timothy, and Eddy never truly attempted to find a resolution with me, instead, Solidcare Managers asked me to remove the website review and never refund me $100 deposit.  It is very clear, without standard assessment of my attic floor, such as all sealing condition, mold aspect, and true R value etc prior to attempting to blow in insulation, Solidcare is irresponsible, incompetent, *********, and unethical, but profit driven.

  Our attic does not need topping up at all.  All ********* attic experts unanimously advised us that our attic insulation is adequate and does not need further insulation topping for at least 5 -10 years and no need to waste money for unnecessary topping for now.  However, In Solidcare response saying, “We offered a discount and the option to finish the work…” Solidcare continues to show their only interest is in focusing on ******** *** ***** ******* for a full payment of $1808 for their own profit, via ********* and abusing government rebate program.

  Solidcare irresponsibly responded “Our contract clearly states on line 17a that the deposit is non-refundable.”  However, in the form (attached to the BBB), Mr. **** hand printed “deposit $100 is refundable if audit failed”.  As attested above, our attic insulation is adequate and does not need further insulation topping for at least 5 -10 years and no need to waste money for unnecessary topping for now.   Thus, Solidcare must refund the $100 deposit.

  The *********** of Solidcare is warranted to have their regulatory bodies and respective ombudsman involved to investigate their compliance in order to protect public from their ****** and *****.  

  Last but not least, Solidcare must refund me $100 deposit as soon as possible.

  Thank you.

  ***** ***

  2023-02-23

  Business Response

  Date: 24/02/2023

  We apologize
  that your experience with our company did not meet your expectations. We
  understand your frustration and concerns regarding the services provided by our
  company However, we must clarify that our company has not engaged in any
  ********** or ******** activities. Our company takes pride in providing honest,
  reliable and transparent services to our clients.
  Regarding the
  issue of the deposit, our contract clearly states that it is non-refundable.
  Again, during the sales process and signing of the contract, the individual
  present at the time was well aware about our representatives’ findings and
  discussions about the project. It was not until during the job that party b
  decided to become involved and raise these issues.
  We would like
  to remind you that it is important for homeowners to conduct research before
  engaging any contractor for home improvement services. Doing so can help ensure
  informed decisions are made regarding the work to be done and can prevent any
  issues from arising during or after the job.
  We appreciate
  your feedback and will take it into consideration as we continue to improve our
  services. Thank you for your understanding.