Complaints

This profile includes complaints for AGM Renovations's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AGM Renovations

  4 - 120 Jevlan Dr Woodbridge, ON L4L 8G3

• 

  AGM Renovations

  45 Tigi Crt Concord, ON L4K 5E4

• 

  AGM Renovations

  1797 William Lott Dr Oshawa, ON L1H 7K5

• 

  AGM Renovations

  601 W Broadway Vancouver, BC V5Z 4C2

• 

  AGM Renovations

  4838 Richard Road SW Calgary, AB T3E 6L1

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:25/10/2024

  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.

  AGM renovations completed my basement renovation about 2 years ago. We have a 5 year warranty on the project. Last year we put in a claim that the floor was damaged. Floor boards were moving and coming up. They came and repaired the floor. The gentleman who came said eventually we would need to repair the whole floor because it was not completed correctly. On January 3, 2024. I put in another claim because now the entire floor has lifted. I have dealt with 3 warrantymanagers Justin ********, Chris ***** and now Farrah *******. All three told me that the entire floor needed to be replaced. At one point Chris had told me to move my furniture because they were going to send someone soon. There was also a visit scheduled with a inspector who came and took pictures and made notes. Eventually, Chris and the other manager I spoke with left the company. The new Manager Farrah told me not to worry that she was going to come to my home with new samples for us to choose from. That was 1 month ago. Today I get an email stating:
  
  Hi ***,
  
  After reviewing the project details, I must inform you that, unfortunately, the absence of Drypack and Self-leveling materials means that the current floor is not warrantable.
  
  However, we value your business and want to assist you in resolving this issue. We are willing to help cover some of the costs involved in replacing the floor.
  
  To move forward, you will need to cover approximately $1,500 to $2,000 for floor leveling, and we at AGM will assist by covering the remaining costs.
  
  They installed the floors, they levelled the floors etc.,, They did all the work and provided all materials. My stairs have fallen apart and have are now a hazard, same boards and the damage has nothing to do with levelling!!
  
  I am truly upset and frustrated about how we have been treated!
  
  Please can you help us??

  Business Response

  Date: 31/10/2024

  Hello ***,

  Our Warranties Project Manager Farrah has been in contact with your wife and we have agreed to a resolution. Please feel free to reach out to us if you have any questions or concerns. 

  Respectfully, 

  Customer Answer

  Date: 31/10/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:28/06/2024

  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.

  Renovations.
  
  I reached out to AGM as I was interested in pricing a bathroom renovation project.
  My husband and I met with Stacey virtually and she explained the process. In between our first and second virtual meeting I had opportunity to look through their materials catalog. I had my reservations about moving forward as I quickly realized when looking through the catalog for a vanity- there was nothing that would serve our purpose.
  Stacey assured me that there were plenty of other standard vanities to choose from as they could not possibly put all their offerings in a catalog.
  My exact words to Stacey were- “how confident are you that I will be able to find something without having to go custom”?Her response was- “100%”
  They record these conversations so they can listen to the recording. We signed based on her guarantee.
  A day or two later we met virtually with the designer who told us bluntly- that what was in the digital catalog was all of their offerings- so Stacey’s claim was false and misleading. Designer said I could go custom for an extra $10,000- not what I signed up for.
  Now they refuse to return my deposit. Not a finger had been lifted to work on this project and they feel justified in keeping $2500 from senior citizens. **** ****** ** ******** 

  Business Response

  Date: 08/07/2024

  Hello
  *****,

  We are sorry to hear that we were unable to meet your expectations. We
  want to clarify that our cancellation policy, including any associated fees, is
  outlined in our agreement to ensure complete transparency. We understand your
  concerns and have made several attempts to address and resolve any issues,
  including offering discounts to help complete the project.  
  
  As per
  our records, you decided to cancel the project outside of the specified
  timeframe outlined in the contract and proceeded to complete your scheduled
  appointments. We did our best to offer credits and solutions to address your
  concerns and complete the project to your satisfaction. Despite our
  efforts to accommodate, you opted to proceed with the cancellation. However, we
  must adhere to the cancellation clauses outlined in our contract.
  
  AGM Renovations

  Customer Answer

  Date: 09/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I signed the contract based on the promise that I would be able to find a vanity from the catalog. ( listen to your tapes)By the time the designer confirmed that this was an outright ***-the cooling period had passed.Further-no suitable attempt was made to rectify the situation.it became very clear to me  that  your company is not as advertised I do not have confidence in any promises made by AGM -several calls  your company fell on deaf ears.

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

  Business Response

  Date: 24/07/2024

  Hi *****
  
  As per our cancellation policy, refunds are subject to certain terms which were communicated during the booking process. We want to assure you that we made every effort to assist you throughout this process and explored all possible options within our policy framework. 
  
  For the sake of clarity and certainty of all parties, AGM and its customers sign a contract which sets out the applicable terms and conditions of their renovation’s projects. AGM has presented you with various options to address your concerns, however, you declined these options. 
  
  AGM Renovations

  Customer Answer

  Date: 01/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  once again- the agreement was signed based on a guarantee made by your salesperson whose statements were directly contradicted by your designer shortly thereafter.

  Attempts to cancel were delayed on the part of AGM as they failed to return calls promptly and also  the salesperson was away for a few days .All solutions presented by AGM thereafter all involved proceeding with AGM which I had lost complete trust and confidence in and could not do. 
  I should point out that because they could not fulfill their promises and sent me out to find my own vanity-I found other company’s whose quotes were half of what AGM wanted to charge. I presented 3 of these quotes to them -furthering my belief that AGM were ***********

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

• Initial Complaint

  Date:22/12/2023

  Type:Order 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.

  My name is ****** ********* * ****** ***** ***** who is a new comer to Canada. I arrived in Ontario in 2019, a few months prior to the world shutting down as a result of COVID-19. * **** ** ****** ** ******* *** ****** *** ******* ***** **** **** **********. In October 2023, I became the proud owner of my first home, located on ** *********** Road, Suite ***, North York, ON, *** ****  I always watch *** news and had been seeing AGM renovation advertisements. Given that world over, contractors are normally fraudulent, I thought by the time **** allows such a company to advertise, they are credible, ethical and professional. I contacted them to get a quote and a zoom meeting was arranged where a contract was read to me and e signed for me by Warren G. It was on a Friday evening and by the time I read it on Sunday evening, the 48 hours cooling off period had elapsed and I was stuck with AGM. On that Friday, $2 500 was paid as a deposit with my credit card.
  
  The dispute stems from ********** misrepresentation of information *** ******** *****. The two renovated bathroom sizes are 1 x 4m and 1 x 3m. Not only am I stuck with extremely low quality fittings for the price I was quoted and have paid, there are also a number of defects that need to be fixed before the remaining $11 117 is paid, AGM has refused to produce receipts or divulge brand names of the fittings in both bathrooms.
  
  Two bathrooms require floor tiles to be redone and a defect vanity and mirror replaced. In addition, toilet covers are scratched and need to be replaced while the bath tub is not level resulting in water logging in one corner.
  
  If AGM is not willing to fix all the defaults, I will require a refund to engage another bathroom contractor *** ** **** ************ *** *******.
  
  It is not acceptable to be paying $70 738 to have two bathrooms renovated without a breakdown of what that price entails other than Labour - $38 906 and materials - $31 832 which per contract got paid in full.

  Business Response

  Date: 03/01/2024

  Hello,

  The client is adamant that AGM provide a list of its material costs for the project.

  Unfortunately, this is something AGM cannot provide. 

  AGM is dedicated to providing 5 Star Customer Satisfaction and is actively working with the client to come to a resolution.

   

  Best regards,

  AGM Renovations

  Customer Answer

  Date: 04/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  On several occasions, I requested to be provided details of brands for the toilet, faucets and paint that would
  be used in both bathrooms and this information was never shared.
  As the owner who has paid $31 832.10 for materials, I have a
  right to be given accountability for the materials used in the two bathrooms.
  The continued refusal of AGM to provide this simple request raises a lot of
  questions.
  I have two toilets that are not branded. How much did these cost?
  I have two mirrors that do not cost more that $100, faucets, bath tub and
  vanities that are extremely poor quality. Until I receive FULL accountability
  for the materials AGM was contracted to purchase, this contract is null and
  void.
  Furthermore, floor tiles in both bathrooms were laid
  incorrectly, following AGM renovation designer error. While AGM corrected the
  tile layout on the walls of both bathrooms, they never bothered to correct the
  floor tiles that were also laid down vertically when I specially requested for
  them to be laid horizontally.
  Vanity sizes measured were measured incorrectly by AGM
  designer on top of being the poorest quality.
  Bathroom paint used is of the worst and cheapest quality
  that it has already started leaving steam marks on the ceiling even if the fan
  is switched on! For the two size bathrooms, there was not an empty tin of paint
  left behind or tiles.
  The above is evidence that AGM renovations does know a lot
  more about their material accountability than meets the eye.
  I am prepared to contract a professional bathroom inspector
  to provide an object assessment of materials, quality of accessories installed
  and their respective prices so that the case can proceed to the small claims
  court.
   I will not compromise
  on receiving FULL ACCOUNTABILITY OF MATERIALS USED,
  BRANDS PURCHASED ON MY BEHALF BY AGM RENOVATIONS.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 16/01/2024

  Hello,

  AGM will be contacting the client to provide the item names of the toilet, faucet, and paint that was used and is stipulated on the client's design package. 

  AGM is committed to providing 5 Star Customer Service and will be addressing the client's deficiency concerns with the client. 

   

  Best regards,

  AGM Renovations

• Initial Complaint

  Date:07/12/2023

  Type:Order 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.

  We're seeking any help available, please.
  
  We signed a contract with AGM Renovations August 21, 2023 to renovate 4 bathrooms for approx. $120,000. The company completely misrepresented itself and it's services and continues to do so on TV (****), radio (*****), and online (agmrenovations.com). They are charging top dollar for promises they are not even attempting to keep.
  
  In our case, there have been numerous breaches of contract including:
  
  - Unlicensed work (no electrical/plumbing permits/inspections); work not to code. ESA confirmed (electrical)
  
  - Damage to home due to leaks and poor workmanship. Work done is of very poor quality. Leaks under sink, loose plumbing, plumbing secured to drywall, loose junction boxes, etc.
  
  - Remaining bathrooms demolished contrary to the agreed upon timeline/plan. AGM then wanted to work on all 4 bathrooms simultaneously, leaving us NO bathing facilities for a family of 5.
  
  - Weekly garbage removal not done (piled up for months in garage). Also, entire garage is being used for material/garage.
  
  - Timelines. Started late, work not complete and over-time. Project manager modified his contract to add "240 days of construction" to attempt to avoid time overage consequences per the contract and doesn't intend to honour the guarantee.
  
  - Dedicated interior designer (not provided)
  - Professional customer service team (not responding to emails, texts, or phone calls)
  - Dedicated QC (not provided)
  - Fully licensed and insured (no licensed trades people arrived)
  - 100% adherence to building code (plumbing built on drywall and electrical boxes hanging lose in ceilings)
  - $100/day time guarantee (manager modified his copy of contract to avoid - no intent to pay)
  - Renovation cleaning (none)
  
  AGM Renovations has not tried to resolve any of these issues and are not responding to us.
  
  We have filed a complaint with the Ministry of Public and Business Service Delivery seeking protect under the Consumer Protection Act on November 28, 2023.

  Business Response

  Date: 13/12/2023

  Hello,

  AGM is willing, ready, and able to resolve all the client's concerns. AGM has been attempting to contact the client to discuss next steps, but has not been successful getting a hold of the client. AGM will continue to get in contact with the client.

  Best regards,

  AGM Renovations 

  Customer Answer

  Date: 13/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  ** ********* ** *** **** *********** **** ** AGM Project Manager, Ilja P., last response from AGM was November 29th and unread since. Calls aren't being answered, emails are not being responded to. Work has halted while AGM declines to follow the law and obtain permits for their work. We now have to re-contract AGMs work to comply with ESA.

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

  Customer Answer

  Date: 04/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  **** **** **** **** 

  AGM doesn't have the ECRA/ESA license to pull permits, but already charged us for it anyway as outlines in The Contract, specifically under Sections 7 and 38. After we contacted ESA, they inspected and gave a 4 week deadline to make repairs. We made AGM aware of the illegal and unsafe work they left and after a week of no response, we re-contracted the work. Now that it has been passed by ESA, AGM claims to want to repair the work and wants us to pay again ($3500!) to pull the necessary permits they still cannot pull. They also don't have the renovator license to take on The Contract they signed with us.

  The Ministry of Public and Business Service Delivery has opened a case under the Consumer Protection Act in response to the ****** misrepresentation, and breaches of contract by AGM Renovations.

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

  Business Response

  Date: 15/01/2024

  Hello,

  All departments of AGM have been in
  communication with the client to try to clarify and resolve the client's
  dispute of The Contract.

  AGM did not charge the client for an ESA Permit Inspection. 

  There were electrical issues identified which
  AGM was communicating with the client that it was ready, willing, and able to rectify. 

  Unfortunately, the client went ahead and
  completed the deficiencies with a separate contractor instead.

  The client is now demanding a building permit on the renovation which AGM is ready, willing, and able to facilitate. 

  However, the client refuses to pay the costs associated with obtaining a building permit, as
  outlined in The Contract.

  AGM will continue to try to resolve with the
  client in order to amicably move forward with completing the project. 
  
  
  Best Regards,

  AGM Renovations 

  Customer Answer

  Date: 23/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As AGM now readily admits in their response, they installed illegal electrical installations in our home. As they wrote, they did not pull permits, per the law and The Contract.

  We contacted ESA to inspect their illegal installations and ESA confirmed it was unsafe for our home. They gave us notice to make repairs or be fined. AGM failed to respond to us for weeks after we notified them, forcing us to contract out the work to a contractor with an ECRA license who CAN and DID pull the permits.

  
  The last contact we received from our AGM project manager, Ilja P. was December 14, 2023. I have messaged, emailed, and called on multiple occasions with no responses. 

  To date, AGM is still unwilling and/or unable to provide any of the requested licenses or permits allowing them to do the work, let alone continue it.

  Despite AGM ***** about permits being included in the contract, screenshots provided have already proven that untrue. They were paid, they did not pull permits because they don't have the ECRA license to do so.

  AGM has not returned to our home since November when they stopped work. Interestingly, AGM states we are now demanding building permits, further admitting they aren't bothering to follow the law in obtaining them. The ESA requires, by law, that the contractor doing the work pull their own permit, not the homeowner.

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

  Business Response

  Date: 31/01/2024

  Hello,

  AGM is in communication with the client and attempting to resolve the matter.

  AGM is committed to providing 5 Star Customer Service and accommodating all of client's needs. 

   

  Best regards, 

  AGM Renovations

  Customer Answer

  Date: 08/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  AGM has not been in contact, they have hired a lawyer to intimidate us. We have obtained legal counsel in the matter and continue to seek restitution for AGMs misrepresentation and destruction of our home.

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

  Business Response

  Date: 13/02/2024

  Hello,

  AGM has attempted to accommodate the client's concerns by offering to remediate all work at AGM's cost.

  However, the client is not willing to accept or be reach a reasonable resolution. 

  The client has ignored AGM's last three attempts of communication.

  AGM stands ready, willing, and able to remediate all work.

   

  Best regards, 

  AGM Renovations

  Customer Answer

  Date: 21/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  At this point, all I can say is the story has been told. The trend hasn't changed. AGM talks but doesn't walk. They *** ********** cannot deliver what they promise, *** * ***** ********* ****** *** ******** ***** *****
  
  
  
  **** *******

• Initial Complaint

  Date:03/08/2023

  Type:Order 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.

  Starting in July of 2023 we contracted AGM Renovations for a full kitchen renovation including flooring in kitchen and adjacent family room, for approximately $65,000. The project didn't start on time, it took far longer than they said it would, many weeks where nothing was being done and zero communication. Cabinets arriving damaged. Flooring damaged during cabinet installation. The cabinet people never cleaned up afterwards, and I had to spend hours vacuuming and mopping and dusting every time they came. Although frustrating, the poor renovation experience would have been worth it if my kitchen actually turned out nice in the end. But it did not.
  
  There is a drawer that has never worked properly. The self-close doesn't work, and when you push it it, the drawer becomes misaligned. There are multiple doors with imperfections in the finish, and none of the doors line up and are all wonky. After 6 months there were multiple instances of the flooring coming up at the seams, and flexing & cracking.
  
  Despite dealing a warranty person for several months, no one has come to review the floors. After months and months of follow up calls, someone finally came for the cabinetry, and replaced 3 doors, but they are a different finish than the rest of the kitchen. And the drawers are still not working properly. It is now August 3, 2023 and I still do not have fully complete renovation without defects. We are at a complete loss and do not know what else we can do to just get this resolved once and for all.

  Business Response

  Date: 08/08/2023

  Hello,

  AGM is committed to ensuring all our clients are completely satisfied.

  AGM stands behind a 5 Year Warranty for our clients, and would be more than happy to resolve this matter asap.

  An AGM Representative will be contacting this client within 24 hours to discuss solutions.

   

  Best regards, 

  AGM Renovations 

  Customer Answer

  Date: 22/08/2023

  I apologize that I received the email but forgot to get back to it as we were out of town. The issue has not been resolved, AGM has not taken any action. I only got 1 phone call with more promises that someone was coming, but no one has come and I've been waiting for a call back. Every time I call them, there is always someone "on vacation" that they have to wait for to get information or schedule an appointment, but no one ever follows up. Nothing has happened since my original complaint, their response message was a lie. Please assist me with this complaint, our only next option is to go to court which I really don't want to do.

  Business Response

  Date: 22/08/2023

  Hello, 

  AGM is committed to standing by all of its clients and honoring a 5 Year Warranty. 

  AGM's Warranty Manager will be reaching out to the client today to provide an update and plan on addressing the client's warranty claim.

   

  Best regards, 

  AGM Renovations

  Customer Answer

  Date: 01/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Yes they did reach out to me, but I do not want to close this file until I see some actual results. I am told I will get new cabinetry doors soon. Someone came to look at my floors and agreed that they were installed improperly and should be replaced. However I have been asking for this for several months, and want to see action taken and repairs completed instead of empty promises.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 15/09/2023

  Hello,

  AGM honors a 5 Year Warranty for its clients and is committed to addressing all warranty claims put forth by its clients promptly. 

  An AGM representative will be reaching out to this client directly, within 5 business days, to discuss next steps on their warranty claim.

   

  Best regards,

  AGM Renovations 

  Customer Answer

  Date: 21/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As of September 21, 2023 we remain in the exact same position as when the initial complaint was filed. No action has been taken. We've had phone calls, but nothing has been resolved and no work has been completed. We are still waiting for communication about what is happening with our floor. Additionally on 2 occasions the kitchen company apparently came by our house, but without notifying us they were coming, so no one home, and the cabinet deficiencies remain outstanding.  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 25/09/2023

  Hello,

  AGM is committed to ensuring customer satisfaction and honoring a 5 Year Warranty for its clients.

  AGM's Warranty Department has been in communication with the client directly and has come to a resolution to the client's satisfaction.

  Best regards,

  AGM Renovations 

  Customer Answer

  Date: 01/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the flooring has not been resolved and the cabinets have not been fixed. I'm not sure how they think anything was addressed at all, let alone satisfactory.

  It is clear that AGM has no interest in resolving our concerns. They keep sending the same person who makes the same mistakes or fixes nothing. I think their plan is to just keep messing with us until we get so defeated we just give up and they get away with it. Our next course of action is getting quotes from other contactors to fix this mess so that we can sue to get our money back.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 05/10/2023

  Hello,

  AGM stands by all its clients ready, willing, and able to address all concerns.

  An AGM representative will be reaching out to the client directly to discuss next steps to further resolve this matter. 

   

  Best regards, 

  AGM Renovations 

   

• Initial Complaint

  Date:20/03/2023

  Type:Order 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.

  We chose AGM renovations (AGM) in July of 2022 because they described themselves as being able to “take the headache away from home renovations”, since they would come in with a designer, contractors and tradespeople, all for one agreed upon price. They would pull whatever permits were needed, source all materials, etc so we as the homeowners would just have to pick what we wanted and “sit back and wait for your new bathroom”. The first contractor started early August of 2022. AGM doesn’t actually HAVE anyone local to oversee the work. They say the contractors have been vetted by their company and meet their standards, but that is not our experience. The first contractor did terrible stone work (not level, major gaps and cracks in the stone) which had to be completely replaced on an entire wall. He also did not appropriately measure the vanities to place the sconces flanking them correctly centered, did not measure the plumbing correctly to be able to hook up the plumbing to the sinks in the vanities, and began installing the shower tile horizontally instead of vertically as the design intended. At that point we had seen enough “obvious stuff” (we did not know about the plumbing and sconces yet) to ask for a new contractor before more material (that WE bought) was wasted on incorrect work. When the second contractor (after about 4 months now) got the vanities placed (not hooked up because the plumbing had never been remeasured) and the sconces placed, it was immediately noticed by myself that night that the measurements were uneven. And these were actually in that same accent stone wall that had already been redone once! They never bothered to remeasure and check the first guys work, even though they found all these other aforementioned errors! AGM came out and actually looked at what was happening, since AGM was stating they were “substantially completed” at that time and that it would only take another couple days to do the “finish work”. That was not the case!

  Business Response

  Date: 29/03/2023

  Hello ******,

  We'd like to apologize again for problems and delays that have taken place on your project. It was surely never AGM intention to leave the deficiencies unattended when issues with the quality and manpower have happened. We'd sincerely like to have an opportunity to correct errors and wrap up your bathroom so we can finish on a good note.

  Hope we can hear back from you to discuss the plan.

  Kind regards,

  AGM Team

   

  Customer Answer

  Date: 29/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They never made a good faith effort to complete the project. They kept stringing us along and weren't able to provide a contractor to complete the job. We need a partial refund. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 10/04/2023

  Hello ******,

  We apologize one more time for the amount of time it took to mobilize a crew. However, we are prepared to honor finishing all deficiencies and completing the project as per the best industry standards. We do hope to get together and agree on the plan of actions.

  AGM Team,

  Customer Answer

  Date: 19/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: AGM kept stringing us along with contractors that were not capable to do the work. Since AGM did not provide reputable contactors. We had to finish the job. We are asking for some of our money back since they were not able to provide contactors in a timely matter. We don't want  full refund but we should receive some money back for incomplete project.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 02/05/2023

  Hello ******,

  We are sorry to learn you had to hire another contractor to fix the deficiencies. The delays and associated inconvenience were totally acknowledged on our end, but it is our contractual right and obligation to finish the project.

  That said AGM point of contact will be in touch to discuss a reasonable compensation for the outstanding issues that were not addressed.

  Kind regards,

  AGM Team,

  Customer Answer

  Date: 17/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received a reasonable resolution for reimbursement.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 25/05/2023

  Hello ******,

  We strongly believe the compensation offered reflects a reasonable consensus of all the costs incurred to finish the job and other expenses.

  AGM stands by the offer that was broken down and explained in detail and remains committed to honor it. 

  AGM Team

  Customer Answer

  Date: 02/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I strongly believe the compensation offered DOES NOT reflect a reasonable consensus of all the costs incurred to finish the job and other expenses.

  AGM wants compensation for a job they couldn't complete in a reasonable amount of time, plus they do not want to fully reimburse for completion of the job, purchase of goods damaged by their contractors, along with damages incurred by their hired contractors. I offered to meet in the middle to resolve this issue and AGM appears unwilling to do that. 
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 09/06/2023

  Hello ******,

  All extra costs incurred out of your pocket have been carefully considered. Per the contract we can't, unfortunately, cover 3rd party contractors invoices or cancel out any outstanding AGM bills which which were part of the original quote. The reimbursement was offered based on the market rates for each single incomplete and damaged item, if you do disagree with any in particular, please reach out to AGM point of contact directly again with any additional evidence.

  AGM Team,

  Customer Answer

  Date: 20/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It really doesn't appear that AGM is willing to make a good faith effort to make things right. AGM mentions payment within the contract but what about not completing the job within 35 days, what about poor workmanship from the first 2 contractors, what about not finding a 3rd contractor within 6 months of the beginning of the project. AGMs unwillingness to take responsibility for anything and for not properly vetting their contractors is unacceptable. We didn't sign a contract to have our basement partially flooded and 7 months to get a rather straight forward 10x10 bathroom to be completed. We provided a reasonable compromise on reimbursement/refund but AGM continues to make excuses. It seems profit trumps quality workmanship. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 23/06/2023

  Hello ******,

  We strongly believe our attempt to settle on material issues is reasonable and supported by all data and market rates.

  That said we will consider delays and non-monetary inconvenience and will get back to you with the final offer.

  AGM Team

  Customer Answer

  Date: 29/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Your current offer only covers the cost of finishing the work your contractors were incompetent to complete and left the job unfinished. It doesn't cover the cost of replacement stone, the overcharge on upgrades of items we did not receive plus purchasing of correct materials, and the damage to our basement. As stated in previous emails we have decreased the amount requested to find a middle ground. Even with a free and clear reimbursement we are not even close to being made whole. At some point AGM needs to take responsibility for not properly vetting contractors. We have a significant number of pictures and video of the shoddy workmanship completed by 2 different contractors. The third contractor must not have been capable to complete the work either as he kept putting the blame on AGM for not being able to work on the project. 

  Once again, we are willing to meet in the middle but at this point AGM has not made a concerted effort to do so.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 06/07/2023

  Hello ******,

  We do stand behind our latest offer that covers both materials with labor to finish the job and extra allowance in a good faith to compensate for the inconvenience and disruption. 

  The original and detailed breakdown of all the reimbursed costs has already been adjusted up twice, and the current final offer represents our best and genuine effort to settle the matter.

  Best regards, 

  AGM Team,

  Customer Answer

  Date: 15/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The offer made by AGM is not acceptable. We have came down from our initial proposal, and offered to meet in the middle of AGMs initial offer and yet they still refuse to do that. Their justification for the current numbers they provided are not a true and accurate representation of our true losses. Once again AGM seems content on make excuses and not taking any responsibility for their contractors. I am truly insulted by the way AGM has treated us throughout this entire process!
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 20/07/2023

  Hello ******,

  Having explained and justified our position on the compensation amount in great detail we have no choice but to reiterate that this is AGM's best effort to close the matter.

  AGM Team,

  Customer Answer

  Date: 26/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Having explained and justified our position on the refund amount in great detail we have no choice but to reiterate that this is our best offer to resolve this matter. As stated in prior responses, your offer doesn't even come close to making up for the amount of destruction that was done by your contractors and we have made a good faith effort to meet in the middle. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/11/2022

  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.

  Ottawa Kitchen Renovation Week 14 started Aug 9th
  I entered into a small kitchen renovation project on March 21,2021 & Pd $2500. deposit
  Technical walk-through May 17th created a significant increase in my reno coasts due to higher end cabinets and glass door floor to ceiling cupboard to be used for china & crystal so I paid $17,187.30 on this date.
  After the walkthrough an additional $17,773.77 was debited to my Bank Account.
  Total of $37,461.07 has been paid to date and I still do not have a functioning kitchen.
  Numerous deficiencies, Sink incorrectly installed, taps not provided as per plan, quartz installers damaged cabinet around refrigerator, missing glass door, missing hardware for drawer, moldings not completed, dishwasher not installed as agreed, etc. etc. Damage to my new kitchen window by original demolition contractor (they left my home on Aug 9th with water leaking into my basement, no compression tap used, and no caps on PVC pipes.
  Numerous calls, emails and escalated ones to senior management at AGM go without response. Schedules not adhered to, countless days of waiting for work to happen and it doesn't, 3 calls from their Client Audit Team have not made any difference in my project. Today I've asked them not to call again as I see no benefit to another hour-long conversation that doesn't seem to be heard by anyone.
  Today I heard from the designer's boss in Toronto. He actually called NOT to offer his apologies or how can we get this reno completed but to inform me that his financial collection area was wanting additional funds that I have previously said would be negotiated upon completion of a functioning kitchen. At that he said that a stop work order has been placed so rather than working this out, my kitchen is held for *******.
  I have also been informed from those reputable trades onsite that their Payment Orders are not approved nor paid by AGM even after work has been done. Please help! ***** ** ***** *******

  Business Response

  Date: 09/11/2022

  Hello,

  AGM has contacted the client via email and phone numerous times to confirm all outstanding work can be completed immediately.

  In those same emails and phone calls, the client has been reminded Invoice #2 remains
  outstanding, is due as per contract, and is required to proceed with any further work.

  Invoice #2 must be paid in order for AGM to proceed with any further work.
  

  Invoice #3 will be due at time of Final Completion.

  AGM has still not heard back from the client about their willingness to pay Invoice #2 and allow AGM to complete all outstanding work.

  Best regards, 

  AGM Renovations 

  Customer Answer

  Date: 10/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have a well-documented file that includes all of the attempts I have made to confirm with Project Manager in Ottawa, District Manager in Toronto and Operations Manager in Toronto for schedules and requirements to complete. I've received 1 phone call from the District Manager on Nov 8th and instead of an apology and plan to work to some agreement to complete my kitchen reno I was told the purpose of his call was to collect money or put a STOP work order on my kitchen reno. I have received NO calls from the Operations Manager at all.

  With deficiencies too numerous to mention, I was presented with a list of deficiencies from the Project Manager in my home to sign on Oct 31st. I signed for these deficiencies. There was no disclosure that this was a Substantial Completion document saying that I was ready to remit funds for another invoice. There was no document presented to review before signing. There was NO intent on my part to proceed to the next step. This was clearly a manipulation by the Project Manager. I have a witness to this entire conversation and in person meeting at my home. **** ** *** *******. The Operations Manager in Toronto has not responded to any of my concerns or emails until 2 days ago demanding money in order to complete deficiencies. The District Manager and Operations Manager will not provide a phone # to reach them with.  The Operations Manager in Toronto is the person responding to this complaint and his message is entirely incorrect. 

  My goal is to come to a reasonable agreement to end this project once and for all taking into consideration all of the work I've completed at my own cost together with my costs to complete AGM existing deficiencies that I still need to rectify.  Additional expenses for 3 adultspurchasing meals outside of the home on a regular basis. The original AGM representative said I would have a completed kitchen in 2-3 weeks. AGM website advertises kitchens completed in 3 weeks. My kitchen is small with the only change being frig relocation, no plumbing moved. We are midway through week 14. AGM is not approving payment orders in order for the contractors to come to complete their work. I have had delays constantly and empty promises that my kitchen completed by end of week. 

  I seek a reasonable resolution to end the project with AGM by end of week. i.e., Nov 11th, 2022  

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

  Business Response

  Date: 10/11/2022

  Hello,

  AGM remains committed to completing all construction, as per The Scope of Work, and rectifying all associated warrantable deficiencies to reach Final Completion. 

  The client has now been reminded numerous times that Invoice #2 remains outstanding, is due as per contract, and is required to proceed with any further work.
  Invoice #2 must be paid in order for AGM to proceed with any further work, as per The Contract.
  Invoice #3 will be due at time of Final Completion, when The Scope of
  Work and all warrantable deficiencies have been rectified. 

  AGM has still not heard back from the client regarding their willingness to pay Invoice #2 and allow AGM to complete all outstanding work.

  AGM's Operations Manager has been in contact with the client via email clarifying the above, with their phone number provided on email signature.

  AGM's Operations Manager will reach out to the client via phone call today.

  Best regards, 

  AGM Renovations 

• Initial Complaint

  Date:31/10/2022

  Type:Order 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.

  We hired AGM Renovations to remodel our kitchen within the existing footprint. Our experience has been long and fraught with poor communications and lack of planning. The kitchen was to be completed in 8-9 weeks. We are now in week 17. We are unable to use our unfinished kitchen due to exposed electrical receptacles, and risk of water damage due to exposed drywall. We are unable to eat in our dining area which contains construction materials and is our temporary cooking area.
  
  On Oct 21, AGM conducted a site visit to identify and record deficiencies. AGM noted 29 “deficiencies”, 12 of which were contracted items not yet delivered. AGM ambushed us two days later, embedding the deficiency list into a substantial completion form (this had not been explained during the visit). When asked for clarification, AGM responded: “It’s just a signing that we are both on the same page about the deficiencies that are to be completed.”
  
  Yet according to the form: “The client waives any right to claim deficiencies in workmanship that are identifiable by the client at the time of execution of this substantial completion form except for those that are explicitly identified in this substantial completion form.”
  
  Our kitchen has not reached substantial completion, yet AGM is deliberately withholding contracted work from being completed until we sign. They are *********** not to complete it until we sign the form: “Until we come to an agreement on the remaining items, I can not send anyone back.”
  
  We are unwilling to waive our right to fix deficiencies in workmanship for undelivered items from our contract signed June 16 2022. We want AGM to complete long overdue contracted work including: backsplash, electrical, full dishwasher installation, remaining cabinet components, crown molding, baseboards, painting and finishes. We also want AGM to define the resolution and action plan for a broken floor tile, substituted trash bins, and several cabinet and workmanship defects.

  Business Response

  Date: 02/11/2022

  Hello,

  AGM understands the backsplash and electrical covers should be installed prior to performing a Substantial PDI Deficiency Walkthrough.

  We have arranged to have this work completed tomorrow.

  We would like to schedule the PDI Substantial Deficiency Walkthrough for this Friday Nov 4th, when the outstanding backsplash and electrical cover plates are installed.

  During this Walkthrough, we would like our QC to document all outstanding deficiencies/concerns confirmed by the client.

  AGM is committed and readily available to rectify all warrantable deficiencies to reach final completion.

  Our District Manager and Quality Control Specialist (QC) have reached out to the client to provide an update and confirm a time for this Friday.

  We are currently waiting to hear back from the client.  

  Best regards, 

  AGM Renovations

  Customer Answer

  Date: 06/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We acknowledge that AGM is now, under pressure, restarting work.  It appears AGM is admitting their Oct 21 visit was, in fact, not a Pre-Delivery Inspection, as they tried to characterize it.  Their new resolution is overly simplistic and our other issues are still ignored.
  

  AMG’s Nov 2 response claims they arranged to have the backsplash and electrical completed on Thur Nov 3, and hoped to conduct a new PDI walkthrough Fri Nov 4.  In a call, AGM said efforts would be made to complete as much as possible of the other GC work that day.

  As with AGM’s previous corrective plans, this one-day resolution plan was underestimated and unachievable. It appears to us that AGM makes commitments without consulting their GC, then blames him for not meeting AGM’s unrealistic commitment. In this case, dependencies to complete the backsplash, including drying periods, were overlooked. On Thur Nov 3, the GC fixed drywall issues, some of which were required for the backsplash, which needed overnight drying. The next day, GC installed the backsplash, which needed to dry for 24-48 hr. These will be grouted on Tue Nov 8 (5 days after the AGM promise date). We find the GC’s realistic timeline to be reasonable.

  On other matters in our BBB complaint, the AGM response continues to ignore the long overdue contracted work including the crown moldings, baseboards, painting, and finishes, most of which are sequential tasks that normally come at the end to avoid damage and rework. We have yet to receive a plan for their completion.

  AGM also continues to avoid responsibility to deliver original cabinet items from the design specification approved on Jul 4, 2022 including 2 glass doors, 1 pantry door, tray dividers for the over-the-fridge cabinet, on top of 7 identified cabinetry deficiencies, including the delivery of a 2-bin trash solution instead of a promised 3-bin. AGM has acknowledged and documented these issues.

  On Wednesday Nov 3, AGM finally admitted (orally) that they hadn’t included the undelivered cabinet items on the Cabinet Maker’s original July work order, and also acknowledged they had taken no action since we raised the issues to AGM on Sept 27 (and many times after). As of Nov 3, a full two weeks after the premature Oct. 21 “PDI site visit”, AGM still does not confirm that the requests for the missing cabinetry were given to and confirmed with the cabinet maker.  There is again no plan of action and no description of the solution.

  As stated in our original BBB complaint of Oct 29, we will not sign a substantial completion form until original contracted items are delivered and until there is a credible plan to address all deficiencies. We continue to be frustrated with AGM’s lack of proper planning and coordination to complete this job, as we continue to cook and eat in our living room nearing the end of week 18 of this most regrettable experience.
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 10/11/2022

  Hello,

  AGM has since completed the
  backsplash, grouting, and broken floor tile.
  The remaining face plate
  covers for receptacles will be installed today.
  It was understood by AGM and
  the client that the dining area would be used to store material.
  The appliances have been
  installed, and all other material will be removed today. 
  AGM is willing and prepared
  to rectify all cabinet and workmanship defects warrantable as per Tarion
  Building Standards. 
  Once the outstanding scope of
  work, short of deficiencies, is completed, AGM asks that the client
  participates in a Substantial PDI Walkthrough with a representative from
  AGM to document and confirm all further concerns, so that AGM can begin
  rectifying immediately and reach final completion.
  
  
  Best regards, 
  AGM Renovations

  Customer Answer

  Date: 18/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  AGM continues to ignore the undelivered contracted cabinet items.  Many items are still outstanding with no plan presented. In fact, AGM told us that the cabinet maker refuses to deliver several items from the July 4th contract.

  AGM’s response is also disingenuous in its brevity.  While the backsplash and faceplates were indeed finally installed, it took 7 business days to complete these activities when 1 day was originally predicted by AGM.  6 separate site visits were required with multiple stages of rework on many items.  During the 7 days, the GC also addressed a subset of the ongoing defects and finishing tasks.

  AGM conducted a site visit this week with the cabinet installer to address undelivered cabinetry items.  The installer spent an hour or two correcting minor deficiencies, most of which are now completed to our satisfaction.  

  However, during this meeting, we were advised by the AGM representative that the Cabinet Maker will not provide several of the contracted products and services, even though they are clearly spelled out in the Kitchen Fixtures schedule of our contract.  AGM apparently tolerates subcontractors to choose which parts of the contract they feel like delivering!  So, he gets to say “No glass doors for you!  No tray dividers for you.  No full height walls on your drawer for you.  No 3-bin trash system for you.”

  Only one party in this transaction is not performing to the contract and it isn’t us. In our minds, this contract is broken utterly.  We’re simply tired of dealing with these issues over such an extended period of time and we now just want AGM out of our lives.  We have offered to terminate the contract by refunding to us the cost of our upgrades in exchange for us not pursuing the outstanding defects.  Should AGM not accept this solution, we intend that all defects in workmanship, undelivered items, and unsatisfactory substitutions remain on the table and AGM will need to deliver/correct them, in a workmanlike manner.  

  As to AGM’s remark about us all agreeing to use the dining area for materials storage, AGM has missed the point.  AGM was, per the executed contract, supposed to finish this project in 8-9 weeks (including the 5 weeks from signing to start of demolition).  It took over 19 weeks from signing (14+ weeks after site work began) for us to be able to clear the dining area.
  

  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 24/11/2022

  Hello,

  We have corresponded directly with the customer
  and are in the midst of finalizing our agreement.
  We hope to have this matter resolved shortly.

  Best regards, 

  AGM Renovations 

  Customer Answer

  Date: 04/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We put forward a proposal to end the contract if AGM would refund us for only a portion of the work that was not delivered or that was delivered deficiently. In that proposal, we indicated, and we fully expected that our kitchen would still be covered under warranty in case a major defect in workmanship or materials was found that is not visible (e.g., counter cracks due to errors in installation or defective materials).  Note our settlement offer purposely undervalued the defects, damage and undelivered items that were not part of the formal “upgrades” process just so we could get this closed. 

  However, what AGM did was agree to the refund but proposed the cancellation of all warranty coverage.  AGM indicated that if we fix their deficiencies, we will have breached the entire warranty by altering their work.

  It is inappropriate for AGM to void the full warranty for these 25 “PDI” items. Notably:

  - 5 items can’t be warrantied as they were never delivered (glass doors, pantry door, tray dividers, wrong trash system, painting services). 

  - 2 relate to improper tile work including 1 related to a floor tile damaged by their GC then repaired improperly. We have taken steps at our cost to camouflage the floor tile damage. The second is a poorly cut tile around a window which is not worth the disruptive correction. These items should not impact the overall warranty.

  - 11 relate to items either inadequately prepared for painting, paint oversplash, caulking, or trim repair (i.e., plastic wood).  These items are normal finishing work that requires periodic upkeep. AGM is implying that when customers paint and caulk their kitchen, the entire warranty is canceled. 
  

  - 4 items relate to cabinetry deficiencies from installation scratches and scuffing. Again, it’s hard to see a generalized impact that would affect the warranty.  Also, we can’t fix these ourselves.

  - 3 relate to electrical items, one of which is a violation of building codes for the installation of a pendant light. 
  
  We have provided two requests to AGM:  

  1) That AGM fully refund us the full value of the undelivered items, and provide a fair rebate on the damaged items and unsatisfactory substitutions.

  2) Given that AGM has indicated the warranty will be voided if corrective work is performed by non-AGM individuals, then we have asked AGM to remediate the admitted problems with cabinetry and electrical in a timely and professional manner, as they have always been required to do under contract. 

  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 07/12/2022

  Hello,

  AGM understands and acknowledges the customers concerns and is committed to resolving all issues.

  AGM has communicated with the client a plan of action to do so and reach final completion. 

  Best regards, 

  AGM Renovations

   

  Customer Answer

  Date: 17/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  AGM has provided an action plan for some items. Partial resolution is in progress and we are awaiting details on remaining items and negotiations.

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

  Business Response

  Date: 20/12/2022

  Good morning,

  
  This project is currently at Substantial.
  The Kitchen manufacturer (KM) came to site to provide a detailed list of deficiencies. We have given the approval for the KM to begin manufacturing the missing pieces.
  There are some credits that will be processed to the client, which will be done this week..  
  There will be an email sent to ****** the homeowner today, which will have an enclosed plan of Action attached.
  The electrician is going there this morning to install the new light fixture. 
  

  Respectfully,

  Customer Answer

  Date: 28/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The kitchen fixture has been installed.

  Awaiting resolution of remaining items and credits.

  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 05/01/2023

  Hello,

  
  Once again, AGM understands and acknowledges the customers concerns and is committed to resolving all issues.
  

  AGM has communicated with the client a plan of action to do so and reach final completion. 

  At this time, AGM is awaiting a material shipment to arrive in order to complete outstanding work.

  The material is expected to arrive and be ready for installation within approximately 2 weeks from tomorrow, Jan 6th 2023.

  AGM will continue to stay in contact with the client and provide schedule updates.

  
  Best regards, 
  AGM Renovations

  Customer Answer

  Date: 15/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We continue to await resolution for the remaining items.

  We have not received the credits, as promised December 20, 2023.

  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 27/01/2023

  Hello,

  AGM is ready, willing, and able to complete the project and in agreement to accommodate all the client's requests. 

  AGM is expecting to complete all outstanding deficiencies and reach Final Completion of the project by Friday Feb 3rd.

  Kindest regards, 

  AGM Renovations

  Customer Answer

  Date: 11/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  This case continues to drag on. We received two visits from the cabinet maker in this past period who addressed a number of items, but there are still four outstanding items:

  OVER DRAWER HANDLES TOO TIGHT: The cabinet specialists have repeatedly tried to adjust drawers using the built-in adjustment mechanism. The drawers have over drawer handles which fill the gap between drawers too tightly and so rub when you open and close them. The handles are scratched with ware. The handles were recommended to us by the designer during the design phase, but the over drawer handles were not taken into account while building and installing the drawers. No room was allotted between the drawers to account for the over drawer handles during the build and install. Despite multiple attempts to adjust, but the drawers continue to be tight and they are misaligned as a result. This continues to be an outstanding item to fix.

  REQUEST TO CANCEL AND CREDIT PANTRY DOOR IGNORED: During the design phase, we ordered a matching door for a nearby hallway pantry which was a $700 addition. This door was not delivered. We raised it several times with no action from AGM. Finally when negotiating with AGM to advance the resolution, we removed it from the list. Despite our request to remove and credit this un-started item, AGM ordered the materials to build the door. After ordering the materials, the cabinet maker examined the existing pantry and found that the opening and frame are crooked, and that the existing external hinge approach will need to persist (rather than install using an inside cupboard hidden hinge to be consistent with the modern door design) which means that the new door will not sit within the existing frame but rather will protrude. We reminded AGM of our request to credit this item and asked to cancel this work a second time, and now AGM is indicating that we will not be credited because they ordered the materials.

  DRYWALL GAP ON LIGHT INSTALLATION: There is a large gap in the drywall around the chandelier base as the hole for the electrical box was cut to large and the chandelier base does not cover the hole. During our walkthrough, AGM said that this would be repaired, but has since recategorized this as a painting item and therefore our responsibility. This is a drywall issue that requires proper repair, not a painting job.
  

  IMPROPER CAULKING AROUND SINK COUNTER: The caulking was not done with proper material and done very thinly. It is already cracking. This was identified during our walkthrough as an item for AGM to repair, but AGM is now recategorizing this as a painting item and therefore our responsibility. Caulking the kitchen counter is certainly not a painting job.
  

  This continues to be a long drawn out frustrating process.

  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 14/02/2023

  Hello,

  AGM and Client have reached an understanding where the only Scope of Work outstanding is to replace drawer handles which currently impede the functionality of the drawers. 

  AGM is working to resolve this immediately by exploring all options to select new handles. 

  Both parties are in good standing with one another, and appreciate each others time, patience, and efforts to resolve. 

   

  Kind regards, 

  AGM Renovations

  Customer Answer

  Date: 23/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The drawer handles were fixed today. We wish to keep this claim open until we receive final paperwork including credits prior to closure.

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

  Business Response

  Date: 28/02/2023

  Hello,

  Final paperwork is being prepared and will be provided by end of day.  

  Best regards, 

  AGM Renovations

• Initial Complaint

  Date:19/10/2022

  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 on August 24/22 with AGM Bathroom Renovations here in Ottawa. On the contract, the scheduled work project to start week of September 26/22. They did not meet the scheduled week as written in the contract. My husband and I sent numerous emails and made numerous phone calls to ask for updates on the project. We needed the bathroom renovation for my husband who has cancer and limited mobility. There was no communication back from the AGM team with no attempt to share with us the reason for the delay in the process. When we did actually speak with a team employee, they were **** and *******. The deadline is over and AGM has sent us an invoice charging us $2500. for causing the delay in the project. Also, they are keeping our down payment of $2500. We thought that the team was working with us but instead they appear to have worked against us. We asked for a termination of contract because the contract has been breached. The District Manager, Kyle M. sent us an email stating the "technically it is not a breach of contract" because they have offered to continue a relationship with us towards the bathroom renovation. The Ottawa team has treated us so badly and they get away with it. They get away with it because they have a contract that traps the customer and of course, **** ****** has endorsed the company. The District Manager tries to make us believe that the team will not do this to us again. However, they have shown that they are capable of inexcusable behavior and we have no confidence in the AGM team here in Ottawa. We have experienced over a month of frustration and enormous stress. ** **** **** ******** *** ************* We have been ******* accused of delaying the project. The work never started, so there is no construction and no trades are involved. This team is not representing the core values of AGM's advertising. We want our down payment back and we are not responsible for any additional costs.
  Thank you ****** * ****** *****

  Business Response

  Date: 24/10/2022

  Hello, it is very disappointing to find you have taken this avenue to resolve this. AGM is 100 percent committed and still willing to start and finish your project. As noted in our correspondence with you there are still some final tile sections to be completed and once these are determined we can get started.  Contracts are written to protect both parties and as explained in detail by our DM, AGM will honor this. If you choose not to move forward with AGM, we understand and will treat this as a cancelation as noted in the contract.

   

  Kind Regards,

  AGM

  Customer Answer

  Date: 25/10/2022

  
  
  Complaint: ********
  
  
  We are rejecting your response because of the following reasons: We will first refer to your comment about giving us 100% commitment to this project. Early in this project we sent the AGM team numerous emails/phone calls to ask for updates and explanations. No updates or explanations have ever been given to us from Project Scheduler; Project Manager; QC; QC Specialist/Designer; Supervisors; Person involved in the contract signing; District Manager; Accounting Dept and Customer Relations.  We are the ones who have given AGM team 100% by tracking the process to meet the deadline. Your non-communication and no feedback have caused the work schedule delay and you have not provided a full service.  Your actions do not support your claim that you give 100%. We have been passed over to so many team players and each of you are consistent with either no responses or promises of getting back to us but don't follow through with that and as a result there are no explanations. You have asked us so many times for a tile selection. How is that possible when we have repeatedly informed your team that we have NEVER received any materials to select from and NEVER received any drawings as promised.  We have been treated badly and there is no excuse for your mismanagement. You refer to the contract as a document that protects both parties. Not the case. We have not been protected. You refuse to refund our down payment and you have wrongly accused us of the delays and charging us a penalty of 2500.00. The result of your mismanagement and not fulfilling your commitments has made the contract no longer a binding agreement and as a result the contract has been terminated. In your response you said that you are "disappointed" that we have put a complaint to BBB. Instead, you should be disappointed in your team. Your responses and actions just support that the AGM team in Ottawa are incompetent employees who have shown their inability to communicate or resolve any issues not only with each other but with us.  We have repeatedly asked you to return our refund of 2500.00 and to drop your penalty charges of $2500. The AGM team have shown that they do not have any integrity.  As you continue to reject our request, then our only other option is to present this issue to a court where a judge can make a fair ruling.  
  
  
  
  Sincerely,
  
  
  
  ****** * ****** *****

  Business Response

  Date: 01/11/2022

  Hello, AGM is happy to offer this solution for our clients. The client has agreed
  to receive the deposit back through a refund to their credit card on file. We explained that we do not have a physical void cheque to return. Once the mutual release is returned to AGM, the credit will be issued.

   

  Kind Regards,

  AGM 

   

  Customer Answer

  Date: 07/11/2022

  
  
  Better Business Bureau:
  
  
  
  

  Please disregard my last post because this matter is now resolved.

  
  

  E. Owens

• Initial Complaint

  Date:19/10/2022

  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.

  It has been 6 months and AGM can not finish the kitchen installation. Constant staff turnover, people not showing up, incorrect measurements, inability to correctly install appliances and no idea about panel ready fridges. Incredibly Sloppy work. I have detailed pictures and dates of each of the problems that have taken place over time. My kitchen was removed in May, now end of October and they can not finish the job because they do not have the expertise. I hired AGM because **** ****** was the face of the company. He would be shocked at the sloppy work, misaligned moldings and lack of expertise. In my contract it says the customer will have assigned designer and contractor and job will be done in 40 business days. Designer and project manager who came to my house to do measurements in APRIL, quit right after that so I never worked with either of these these two people. They were not replaced. The main contractor on the contract was gone away for months and sent his brother and other workers. Only recently did he show up to look at the work and agreed that it is not good work. Resolution to problems went to a director ******, but she has quit also. Now I am left with misaligned cabinet molding, and no one that knows how to finish the area around the fridge. Big gaps around the built in dishwasher and it is sticking out. Big seam lines running up back splash. grout is a mess. Each person blaming the other, but all acknowledging that the work is sloppy. I have left it with ***** of AGM to tell me what the next steps are to get this done and what the reconciliation of the billing will look like. He says he is not the one with the power to answer these questions so I do not know who is. What I need is a person who can fix this kitchen and I need to see the reconciliation of the invoicing. The QI person who is part of the contract, has done her best, but the solutions are out of her control.

  Business Response

  Date: 24/10/2022

  Hello, 
  

  AGM has performed multiple site visits and is understanding of the client's concerns in full.
  We are working to rectify all deficiencies and provide exactly what was selected as per agreed upon design and contract.
  Our Project Manager and District Manager are in constant communication with updates and are available at all times to discuss any further questions or concerns.
  AGM will ensure the best customer service is being offered at all times, and all issues are rectified.
  
  Best regards, 
  AGM Renovations 

  Customer Answer

  Date: 26/10/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and agree that they are  trying to resolve the issue. I have yet to learn what the plan will be to rectify it.
  
  
  
  
  Sincerely,
  
  
  
  ****** **********