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:19/10/2022

  Type:Sales and Advertising 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.

  I was originally in touch with AGM on August 31, 2022. I explained that I wanted a walk-in shower installed. The sales person kept telling me that they would install things that I expressly said that I did not want. I was told that when the designers came, I could adjust and clarify what I wanted. So I did sign a contract with them and paid a $2500.00 deposit. At no time was I told that they only do full bathroom renovations. In fact when the designers came here they created a 3D rendering of what my shower would look like. Not my whole bathroom, just the shower. I was still under the impression that AGM was indeed going to install my shower. I only learned yesterday, Oct 17th, that they would only do my bathroom if they did a full renovation. I specifically said that I never asked for that. I realize that I will lose my $2500.00 deposit but now they also want to charge me an additional $2807.75. I feel very deceived and unhappy with the practices of this company. I do not feel that I should pay an an additional fee of $2807.75. If they installed the shower as the designers planned I would not have canceled their services.

  Business Response

  Date: 25/10/2022

  I was made aware of this project right away and the customer is correct in stating we only do complete renovations. We will not be charging her any additional monies We have not taken the payment and I have issued the cancellation in our system. 

  Customer Answer

  Date: 25/10/2022

  
  
  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. As long as I am not charged anything more. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:14/09/2022

  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 entered into a contract with AGM for a bathroom reno on July 7th, 2022. Work was to commence the week of August 15th with a specified date of Aug. 16th. Work did not commence, we followed up. We were assured Aug. 19th the demolition would be completed with the rest of the work proceeding without delay. The demo team used our master bedroom as the dumpster, cut a live electrical line (all power was live during the demo work) and continued to work with the split live electrical line. I contacted the designated AGM contact and noted the issues. She contacted one of the workers who then proceeded to raise his voice nearing the point of yelling at my wife (the AGM contact was on the phone trying to stop the individual from doing this... he did not). The following day, Aug. 20th, I noticed water coming from the ceiling below the bathroom under renovation (the ceiling was quite saturated) and found a water line leaking. I was unable to get a hold of our AGM contact so proceeded to correct the leaking water line and poke a hole in the ceiling to get the water out. Aug. 22nd we advised our AGM contact the specific workers who were here on Friday were no longer permitted in our home. The AGM contact accepted this and advised if would take a bit of time to get replacements. Replacement workers were found with a commitment to clean out the debris on Aug. 25th (this did happen) and start the rest of the work on Aug. 29th (did not happen). Between Aug. 29th and today, Sept. 14th, no less than 5 committed dates were missed and we had to follow-up in all cases to get any update (just an apology with another missed commitment). On Sept 9th I requested mutual termination of the agreement. The district manager requested we give them another chance which we agreed to with some modified terms to improve our chance of completion without delays. No response by today - we requested to terminate & were 100% assured to receive a call around noon. We did not. Again requested to terminate.

  Business Response

  Date: 26/09/2022

  Hello, AGM has reached out to our client with an offer that the client declined. We are waiting on a response on our second offer at this time. hoping to resolve soon.

   

  Customer Answer

  Date: 13/10/2022

  
  
  Better Business Bureau:
  
  
  AGM Renovations and I were able to come to a mutual agreement resulting in termination of the contract in reference to complaint ID ********. I find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:12/09/2022

  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.

  I have major concerns I am having with the work being done by your company at my home.
  I am also extremely dissatisfied with the professionalism of the project lead/designer ******* *****. We have been quoted a total of $103000.00 for a complete renovation which includes a kitchen and bathroom being done in the basement of our home. This quote was given without anyone coming on site to see my basement, to properly see the layout, and what needs to be done. All of this has been done without a contractor,plumber, electrician or anyone coming on site to discuss anything. Every time we come into contact with someone who’s in charge of our renovations because of some issue that’s come up, She’s always quick to talk about we have to pay $950 for a change to it. HOW IS ANYTHING THAT WERE TRYING TO CLARIFY BECAUSE NO ONE DECIDED TO COME OUT PHYSICALLY WITH CONTRACTORS OR PEOPLE THAT WILL BE DOING THE WORK TO CLARIFY AND MAKE SURE EVERYTHING IS DONE RIGHT OR PLANNED RIGHT OUR FAULT?! .From the beginning of this project I have made known my dissatisfaction of not having contractors coming to my home to assess everything correctly! To this date I cannot even get a proper quotation or breakdown of the cost of stuff I’m paying for my renovations. All my quote has is a quantity and a name. A contractor has been here for 2 days and all that’s done is part framing of my bathroom. I don’t blame the contractor, but what I don’t like is that ******* is saying workers will be here from 7am-7pm and workers have only shown up at 3pm on both days.
  
  It’s a good thing we came home to see our basement before the contractor put drywall up , the framing isn’t even straight and look at the door (****** ********). I have other complaints however I cannot fit all into this box.
  
  A contractor for the kitchen has not been sent out to my home as yet. I have already given AGM almost $40000($23000 for Kitchen and $17000 for bathroom) plus $5000 downpayment for these projects.

  Business Response

  Date: 12/09/2022

  Hello,

  Our district manager has spoken with our clients today and has listened to their concerns and explained our processes in great detail, it appears that this complaint was written by someone else in the family that is not familiar with AGM.  If this person could please visit our AGM website where all these details can be viewed. Also our QC mentioned, is only looking after the bathroom portion and another QC will be assigned to the kitchen. Our quotes are designed form the square footage and customer selections, the payment terms are based on specific milestones in the schedule defined in the contract. Our trades work between 7am and 7pm and may not be available all day. As for bathroom door, this will be adjusted when the door casing is installed at the finishing stage.

  AGM is committed to completing this project on a professional and timely manner. Hope this answers all the questions.

  AGM

  Customer Answer

  Date: 13/09/2022

  
  
  Complaint: 18009026
  
  
  
  I am rejecting this response because:

  The complaint was made by all parties in the contract and the home owner, these complaints were valid and we are not 100% sure AGM is holding up their part of the deal (ie, we haven’t received a refund or any decision on the toilet), until that’s done this complaint will be left open

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

  Business Response

  Date: 19/09/2022

  Hello,

  Our district manager spoke with ******* on Friday and confirmed his email address. She sent him her concerns and then he had site meeting with all parties this morning Sept. 19. All concerns were addressed and an action plan was put in place.

  AGM is committed to finishing everything in a timely and professional manner with all parties.

   

• Initial Complaint

  Date:08/09/2022

  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.

  We decided to go with AGM due to their advertising endorsed by **** ****** (**** Star and Contractor). We have two small children. We wanted the 3 project renovations to be completed within a specified timeframe due to us needing our house back and they committed to do so via email. We did some research and although there were 8 bad reviews through the BBB, most of those were rectified with the customer revoking their bad review/complaint so we went forward. And the fact that **** ****** backed this company left us with a good feeling overall since we are big fans. I now feel that their ***** advertising is leaving us with a bad taste in our mouth.
  "Kitchen Renovations Done Right!" Our kitchen project has been the worst so far. It's been over 14 weeks without the use of our kitchen appliances (stove/fridge/sink/dishwasher/all cupboards and pantries) and basic functions we need to live. They are aware and have no sense of care to let us know what's going on
  "No need to: Deal with contractors", We've had to deal with contractors who have **** straight to our face, showed up late and left late without our notice, flick cigarette butts all over our property & left garbage for us to clean up, damaged our property, and contractors who need to redo their unacceptable workmanship.
  "No need to: No more wasted time" We had next to no contact from customer service, project managers, DM's, OM's, & GM's. Tons of time wasted that could have been utilized to complete projects.
  "Kitchen Renovations Start-Our team of highly skilled experts will commence transforming your kitchen and be done within 3 weeks exactly the way you envisioned." ****
  "Ready to get started? Choosing AGM renovations means guaranteed... Completing our projects on time, Completing our projects within budget, guaranteed 3 week installation, 5 Year unlimited warranty, No added or hidden costs, Decades of customer satisfaction
  1080+ Kitchen hrs available to use so far and they've only given us approximately 15 hrs

  Business Response

  Date: 10/09/2022

  Good Day 

  I am responding to the complaint submitted by Mr. **** and Mrs. ******* ***** from *** *****. I have been in contact with the clients this Saturday morning at 9:15 am to hear their concerns and they provided my with information on the delay's, misccomunication and overall dissatisfaction with the management of the project. 

  I have informed the client's I will be preparing a plan of action to get their project back on track. I have already scheduled a licensed electrician to visit the home and review the electrical work and have it completed. I have also informed them I will be following up with the general contractor today and the kitchen manufacturer to confirm if the cabinets are ready. 

  Once I have a firm plan of action I will submit it to the BBB. 

  Thank you 

  Customer Answer

  Date: 06/10/2022

  
  
  Complaint: ********
  
  This is in regards to our telephone conversation on our complaint that was closed after 10 days. Nothing was done and we were waiting until the last day to give AGM Renovations the benefit of the doubt to comply with what they said they were going to do. Unfortunately they have failed us again so I would like to re-open our closed file like you suggested. Included will be the 3 projects that they were to complete for us within the timeframe in the contract. The project will be separated and the flaws in workmanship/quality will be attached for each project. We have experienced nothing but problems with AGM Renovations. We have also asc--

  **** *. *****

  Business Response

  Date: 06/10/2022

  Hello,

  AGM has addressed all the issues with Mr. ***** and presented him with a time line for completion. There are several emails and phone communications that are documented and available if requested. AGM is committed to completing all of our projects with Mr. ***** and encourage him to talk with us directly if he has any concerns.

  AGM looks forward to finishing everything.

  Thank you.

  Customer Answer

  Date: 07/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  They have not told me any completion dates and whoever said the above is completely *****. We have yet to meet with upper management as requested. My request to talk with the owner has been denied. We are 4 months into this renovation. They told us 10 weeks tops. My family and friends are completely disgusted with the way this is being managed. We’ve contacted the ****** Group as well as ***********. 

  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 13/10/2022

  Hello, not only has the upper management been in contact with Mr. ***** by phone, they always respond to his emails each day. A schedule was provided to Mr. ***** and is constantly updated by our QCs. AGM is for filling its contractual obligations to Mr. ***** and thank him for his patience as we complete his bathroom project. Mr. *****'s concerns have been addressed in a timely matter and AGM has updated all parties Mr. ***** has contacted.

  AGM looks forward to having Mr. ***** and his family enjoying their new bathroom soon.

  Kind regards,

  AGM

  Customer Answer

  Date: 26/10/2022

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

  Well, one would obviously hope you would be in contact by phone as well as emails. That’s what you call communicating. However, your communication skills lack in quantity and definitely lack in quality. The schedule you provided is probably the worst schedule I’ve seen. All you did was reflect what was already done with absolutely no forecast into the future.  Your QC’s have no idea what is going on nor do they follow up on what “quality control” is being produced to the consumer. That level is the lowest I’ve ever seen from any contractor in all my life. AGM IS NOT FULLFILLING ITS CONTRACTUAL OBLIGATIONS AT ALL. As a matter of fact, AGM has failed to complete these projects in every aspect that the customer has envisioned and requested. This is not just about the bathroom renovation which has gone wrong, it’s about the flooring reno and the kitchen reno as well. But thanks for that Mr. hide behind your emails Bathroom guy.  Way to man it up! Your emails are very vague and repetitive. As for my patience… I have no more, my wife has no more and my children have none as well. Our quality of life has been affected for 5 months so far. AGM has failed us completely and they have not even made an honest attempt to recover anything that we’ve lost in everyday life. Please see the attached pics for samples of the terrible work done by AGM. I’ve also included a summary of our experience to date. Also, You have not contacted many of the parties I’ve been in contact with and I have evidence that show this so stop your ***** with the BBB.

  FROM AGM:

  “Hello, not only has the upper management been in contact with Mr. ***** by phone, they always respond to his emails each day. A schedule was provided to Mr. ***** and is constantly updated by our QCs. AGM is for filling its contractual obligations to Mr. ***** and thank him for his patience as we complete his bathroom project. Mr. *****'s concerns have been addressed in a timely matter and AGM has updated all parties Mr. ***** has contacted.”

  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 31/10/2022

  Hello, AGM is committed and willing to complete all projects with Mr. ***** ready to resolve any/all concerns. However, Mr. ***** has retained legal representation and that the legal
  representatives for the parties negotiating a settlement to resolve this
  complaint.

  Regards,

  AGM

  Customer Answer

  Date: 02/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The fact that AGM is stating that they are committed and willing is a complete lie. All 3 of these projects should have been started and completed a long time ago if AGM was committed and willing. These were simple straight forward projects. We are now 6 months from our start dates. Our flooring project now needs to be removed and replaced due to damages and improper install. Warranty personnel have still now even come by to look at it and I’ve even started the warranty process with less than 30 days since install. Our kitchen project is back where it started without cabinets and electrical. Just bare unfinished walls with wires sticking out of ceiling and walls. Flooring issues as well in the kitchen. We’ve been without a kitchen and it’s daily use and functions for 7 months. Our 3rd project is the bathroom. Workmanship at its complete worst. We have sagging ceiling tiles cut wrong. We have a leaking shower onto electrical beneath the floor into the basement. There was no leak check performed by the installer. Upon further investigation, there was absolutely no water proof membrane used underneath the floor and wall tiles to prevent moisture or leaks. Also, while the unlicensed plumber was plumbing he had leaks and wrecked our laminate flooring in the basement from not cleaning up his mess. He also never capped off 2 exposed sewer pipes and now the house smells of feces and urine. The glass installed for the shower is green. We requested clear frosted glass. The shower floor tiles have mortar and grout mixed together and is discoloured. Some of the grout is completely missing. These are just some of our issues and the projects are still not complete as AGM wasted valuable time of ours.

  Now, AGM asked one of their employees to message me to “meet with the team” to go over sone of the issues. So I attended this zoom meeting with my wife. It was hosted by *** *******. Mr. ******* is legal counsel on behalf of AGM. He cornered me into telling him what I want from AGM. I felt very ******* and belittled into answering him. I replied that I could not give him an answer until I speak with some sort of legal representation in all fairness. This made me very uneasy. So yes, I now have legal responsibility since they had initiated.

  Im now on stress leave due to this. I can only hope they will just give us our money back so that my family and I can just move on. They have proven to us that they are not committed and are not willing to finish due to the poor management of all 3 projects. Complete failures and very irresponsible of AGM Renovations.

  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 03/11/2022

  As Mr. ***** has pointed out, the parties have both
  retained legal representation to ensure that this matter is handled with care
  and the utmost attention. Despite Mr. *****'s improper assessment, no one
  has pressured him into anything. His counsel as well as AGM’ counsel is in
  the process of coming to terms of a potential settlement.
  
  AGM has proposed multiple times for them to finish
  this project and Mr. ***** is refusing to allow AGM to do so, but rather
  expecting a full refund for work that was already approved, work that can be
  easily rectified, and work that Mr. ***** initially allowed AGM to complete.
  
  It is and continues to be AGM’s intention to resolve
  this issue and we hope that Mr. ***** can expend his efforts on resolution
  and moving forward.

  Regards, 

  AGM

  Customer Answer

  Date: 10/11/2022

  "Despite Mr. *****'s improper assessment, no one has pressured him into anything. His counsel as well as AGM’ counsel is in the process of coming to terms of a potential settlement.( I was misinformed about a meeting your lawyer was hosting. As a matter of fact, the text I received from Farah was "I was wondering if you would be able to meet with the team to go over all the items you would like." It was not indicated once that no one from AGM was going to speak on this call except for myself and AGM's lawyer along with other AGM employees present to listen. How fair is that? So you would have to agree that my assessment WAS accurate and not improper. So after 3 separate attempts to finish these 3 renovations, we are back to the start of our kitchen renovation (bare walls that need drywall repairs/no cabinets/no electrical/no plumbing/no appliances to say the least), our bathroom renovation (now needs to be re-moved due to improperly sealing a shower and improperly plumbing slope to the sewage system/hiding electrical deficiencies/removing all tiles that were installed improperly/removing the glass that was installed due to it being the wrong product that we did not want/many other deficiencies) as well as removing the installed flooring on our already closed contract that was supposed to be under warranty but you have now refused it as per your email. (it that was improperly installed as per manufacturers instruction on their box. They did have a 25 yr manufacturer warranty included as long as it was installed as per their instructions.)
  

  "It is and continues to be AGM’s intention to resolve this issue and we hope that Mr. ***** can expend his efforts on resolution and moving forward." 

  Nice. We are looking forward to coming to an agreement and will expend all resources, efforts and ample evidence to bring forth what should be an amicable solution here.

  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 11/11/2022

  “AGM is happy to hear that Mr. ***** is willing to
  proceed amicably and maintains and repeats its previous response. We hope this
  matter will be resolved shortly.”

  regards,

  AGM

• Initial Complaint

  Date:23/08/2022

  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.

  I hired AGM to renovate a small kitchen.
  
  After 11 weeks. The company has only been on site for less than 3 days. I have not been satisfied with their communication or quality of workmanship. They have been consistently late or not shown up at all.
  
  After spending over 35K, all I have is an unfinished kitchen. I have contacted them to request the cancellation of the contract at to discuss a refund.
  
  Their response was to say that they cannot do so as they are almost at substantial. I find this strange after just less than 3 days. They still have to create countertops, install a sink, and tile the kitchen.
  
  * **** ******** * ******** ***** **** ******* **** * **** ** ***** *********  Please help

  Business Response

  Date: 23/08/2022

  Contact Name and Title: ****** Lopez
  
  Contact Phone: **********
  
  Contact Email: ******@**************.com
  
  Good Evening *****
  
  Thank you for taking the time to take my call today. ***** will be scheduled to be at your home tomorrow afternoon. I have also sent you an email response regarding the credits. Thank you
  *** **************** *** ********* ******** ** **********

  Business Response

  Date: 26/08/2022

  Please note, we have completed a site visit with the client present yesturday, Wednesday 24 August. We have clarified for him a plan of action detailed below. We have addressed his concerns and how we plan to preserve goodwill.
  
  
  
  The client has agreed to remove the complaint from BBB once we complete the below.
  
  
  
  Countertop Installation: Monday 05 Sept.
  
  Backsplash and Grout: Tuesday 06 Sept.
  
  Final Completion: Wednesday 07 Sept.
  
  
  
  
  
  Thank you!
  
  
  
  
  
  Respectfully,
  
  
  
  ******* **
  
  Operations Manager

  Customer Answer

  Date: 07/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  An update on this project.
  
  
  
  Since my complaint to the BBB, I received a site visit on the 24th of August, which pointed out issues with the gaps behind the upper cabinets. At the time AGM suggested it was down to the cabinet people to rectify this issue. I've heard no more on the matter.
  
  
  
  25th August. An AGM sub-contractor came over to measure the countertops.
  
  
  
  31st August. Received a call from AGM saying the countertops would be installed the following day.
  
  
  
  1st Sept. Received a text from AGM. Saying they'd made an error and the countertops would be installed on the 6th Sept.
  
  
  
  6th Sept.
  
  
  
  Contacted AGM to get some sort of timeline regarding countertop installation. No times were supplied and no AGM sub-contractor came to my property on that day.
  
  
  
  I am receiving no response from my last text to the project manager. Plus no response to my email to the District Manager or the Operations Manager.
  
  
  
  I am currently in week 13 of a small kitchen reno. AGM have been in my home for around 4 of those days. I have no countertops, no sink, no backsplash.
  
  
  
  When contacted by AGM after I made this complaint. They asked me to give them the chance to make this right. They also asked if I could take down the complaint. I responded by saying if I saw some positive action on their part I may consider it.
  
  
  
  I'm glad I didn't. As once again I have been promised a service which has not materialized and then ignored.
  

  Business Response

  Date: 08/09/2022

  Good morning,
  
  
  
  Please expect a response today with an updated plan of action to solve this matter.
  Thank you!

  
  
  Respectfully,
  
  AGM Renovations

  Business Response

  Date: 09/09/2022

  Complaint Case: *******
  Consumer: ***** ******

  Project Address: *** ********* ***. Ottawa

   

  Please see below updated Plan of Action to preserve goodwill with our client and bring the project to final completion.

   

  Thursday 08 August: Countertop Completed

  Monday 12 August: Outstanding Tile Backsplash

  Tuesday 13 August: Outstanding Plumbing

  Wednesday 14 August: Deficiency Walkthrough with Client

  Thursday 15 August: Deficiency Repairs if Required

  Thursday 15 August: Deficiency Repairs if Required + Final Completion 

   

  Thank you! 

  Respectfully,

  Customer Answer

  Date: 13/09/2022

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

  It has already passed multiple deadlines without any action or communication from the business.  I emailed the business with this information and received a call from their new Operations Manager promising a new timeline.  The email is below with the names removed:
  

  xxx,
  
  Just to put what we
  discussed over the phone into email form for possible legal reference.
  You called me after
  I sent an email at 5.35pm.  I was obviously angry and dismissive, as I
  doubt you would have contacted so if I hadn’t begun the correspondence.
  You’ve told me that
  you are my new Operations manager now that xxx has left the company. 
  You will be working with xxx to complete this job which is now in it’s 14th week. With AGM’s sub-contractors only working on-site for under 4 days.
  The countertops
  were installed on the 09 Sept, though they have, as always issues with them…
   you will not know this as no AGM representative were on-site during the
  install… as they have not been during the demo or the cabinet install.
  xxx will be
  calling/emailing me tomorrow morning with a third schedule in as many weeks to
  try and complete this project.
  The BBB complaint
  system sent through the schedule outlined in your below email at 18.44
  today.  Though I saw it yesterday from an email from your former employee xxx.  When I received it, you had already not adhered to it. Or even
  talked to me about it.
  I will no longer
  apologise for my tone in regards to renovation.  It’s has been
  astonishingly bad.  AGM have failed to provide a service that could be
  considered worth it’s promises and costs.
  I have given AGM
  multiple occasions to remove themselves, refund and allow me to finish the
  work.  I have hired electricians and plumbers as AGM were unable to find
  anyone able to do the work.  I expect to be re-imbursed for this. Along
  with the credit note xxx sent to the BBB.
  I do not have high
  hopes for this work to be completed by AGM in the near future.
  All this
  information will be submitted to the BBB.
  xxx, I have
  documented this entire renovation in some part.  Here is a link if you
  need reference as you are now my third Operation Manager after ***** and
  ******. (I have not included this link)
  
  ***** ******
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 28/09/2022

  Hello,

  All work has been completed, including the outstanding items mentioned in most recent previous correspondence.

  On Wednesday 21 September, final completion of the project was reached. 

  Thank you!

  Respectfully,

  AGM Renovations

  Customer Answer

  Date: 03/10/2022

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

  Work has been completed, with a number of deficiencies that I want taken into consideration for final payment alongside the credit note for work not completed.  Waiting to hear back from AGM regarding these deficiencies.
  I did however receive2 invoices for the full amount of work, with no credit note applied.  I requested payment not be taken from my account until we agree on a total.

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

  Business Response

  Date: 07/10/2022

  Hello, 

  During an on-site visit with The Client and AGM Project Manager, The Client agreed Final Completion of the Kitchen Renovation was reached and did not reference any further outstanding deficiencies. Nevertheless, as Monday 10 October is a Holiday, AGM will be reaching out to The Client on Tuesday 11 October to address these concerns now brought to our attention.

  Best Regards, 

  AGM Renovations

  Customer Answer

  Date: 16/10/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********,

  AGM never 'reached' out to me in regards to the completion of this job.   They have not done anything to address the issues with the kitchen reno.  I have never said to them I was satisfied with the final job. I will be finishing the job myself, especially with the state of the kitchen as they left it.
  I have however paid the final invoice. After ensuring that the credit note had been applied   Just to save my mental health.  I wish to have nothing more to do with company.  They have been totally unprofessional and I wish I had never had any dealings with them.
  *** *** **** *** ********* **** ** *** *****  But I could never in good faith say that they have resolved this complaint...  I wish to put an end to this disaster of a project.

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

• Initial Complaint

  Date:05/08/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a contractual agreement to have AGM do renovations and redo my master bathroom. The contract I signed indicated the work would be substantially complete within 15 business days which was over a month ago. I have given additional time for them to complete the work to allow me to use the bathroom but to no avail. They tried to say the subcontractor was not available to complete the work for personal reasons which was a lie. I have even repaired the poor workmanship to continue moving the project forward but they continue to promise people and dates to complete the work and still nothing. I would point out the actual agreement indicates you have 48 hours to back out which does not comply with provincial rules here in Ontario which allows you 10 days. So to date I have had to do small work, purchase things they damaged or things the contractor did not have to keep them moving. They had to cut into my daughters wall because they installed the water lines incorrectly. They fixed the water lines but its now 2-3 weeks with a damaged wall in my daughters room. They continually say minor defects but having construction materials in your home for over 4 weeks and having things they damaged or caused left for weeks is unacceptable. I will most likely need to find someone to complete the work as I have yet to get any kind of concrete timeline to finish the work. I have told AGM my next steps and they do not seem to care.

  Business Response

  Date: 08/08/2022

  Hello, We are committed to finishing your project, Our district manager has been in constant communication with you and as you are aware, the glass is to be installed this week and then final touch ups will be completed.
  
  
  
  Thank you for your patience well we wrap this up.
  
  
  

  Customer Answer

  Date: 09/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I spoke to the district manager yesterday who committed to have someone also fix the sink they clogged due to the contractor washing grout down the drain. The sink is backed up and they know its not functioning and still haven't communicated when this week the glass will be installed but more importantly fix the clog so I can do laundry for my family of 6.

  Business Response

  Date: 10/08/2022

  Our district manager who has been messaging and emailing you today, we feel like the situation has been explained. As he noted, none of our plumbers were available today, he has contacted an emergency plumbing company and we are at there mercy to give him a time when they can be there. Once that time is confirmed, he again will let you know. We are not given glass install dates by the manufacture until they are ready to deliver, only tentative times. Once this date is confirmed he will advise.
  
  we appreciate your patience well this is sorted out and we are committed to completing your project.
  
  thank you.

  Customer Answer

  Date: 11/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  The company committed via both email and even in an earlier rebuttal that the glass would be installed the week of August 8th which is well outside of the substantial completion date per the contract. This does not include the repairs required to my daughters wall which are not tied to the glass so they continue to delay things well in their control.

  Business Response

  Date: 18/08/2022

  hello, as per the correspondence with our district manager that you have received, I also confirmed in my last message that we do not gets specific dates for glass install until it is ready to be delivered. Once we get this information, we will confirm the time with you. As for the painting, as previously explained, any touch ups will be completed after installation of the glass.
  
  
  
  thank you for your understanding and again we are 100 percent committed to getting this all resolved.
  

  Business Response

  Date: 25/08/2022

  Hello, the plugged drain and hole in the wall were completed last week. The Glass manufacture had an issue with the glass and we are hoping to have it installed this week still. I will update when we receive conformation.
  
  
  
  thank you.
  
  
  

  Customer Answer

  Date: 04/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Once again AGM made promises to complete the work and were supposed to provide up dates on the status but did not do so. The install of the glass is still outstanding and they have not met the terms of the agreement and continue to make promises they do not keep. I have informed AGM I have engaged another company to complete the work it has been 3 months.

  Business Response

  Date: 07/09/2022

  We have been in steady contact with the homeowner. Regarding the "broken promises" the homeowner claims we have made; in no way did we ever intend to be misleading or deceitful. Our custom glass is fabricated and installed by a sub-contractor, and we were merely relaying the information that was provided to us regarding the installation time and date of the custom glass, the final and only outstanding element of the project. We have assured the homeowner consistently that our company is 100% committed to completing the work, and we stand by that commitment. Our glass installer is currently on his way to install the glass today (9/6/2022), and I will be following up with the homeowner afterwards to ensure the process went smoothly. Once we are confirmed to be 100% complete, I am more than happy to have a discussion with the homeowner to outline their issues in full in an effort to mitigate the occurrence of them happening again with any of our customers.
  
  
  
  If you require any additional information, please do not hesitate to contact me.
  
  
  
  Thank you,
  
  **** *
  
  
  
  District Manager
  
  ****@**************.com

  Business Response

  Date: 15/09/2022

  Just wanted to touch base with you and confirm that the shower glass was completed in ********’s home last Friday. AGM has completed all of its contractual obligations at this time. Thanks,     

  Customer Answer

  Date: 15/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Though the glass has been installed I cannot use the shower per the contract as the drain for the shower is clogged as a result of grout or poor installation. The contract terms for a functioning and usable bathroom are not met. AGM has said they will send a plumber who will need to fix this issue and further remove the excess grout from the shower drain. 
  
  
  
  Sincerely,
  
  
  
  ******** **

  Business Response

  Date: 20/09/2022

  Hello, AGM sent a plumber on September 16 who verified that there is no grout or blockage in the shower drain as far as could snake with the equipment he had with him. This was explained to ******** at this time by the plumber and future considerations will need to made. The plumber is scheduled to return this Thursday or Friday to be advised by our district manager to check for other concerns. 

  AGM is committed to finding a solution to this problem.

   

   

  Customer Answer

  Date: 22/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The plumber did attend on site but did not snake the drain as they could not remove the drain cover because its covered with grout. They indicated they need to cut through the wall as the drain was installed incorrectly no have said its venting. They have not resolved the issue. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 23/09/2022

  Hello, Our district manager has been in constant contact with ******** through email and ******** was aware that the plumber was scheduled to come back today Sept. 23, he has also let ******** know he was able to do a more evasive snaking of the drain and the flow of water was dramatically improved.

  AGM has kept ******** up to date and has addressed all his concerns throughout his project.  AGM will continue to keep our commitment for our services and adjust or fix anything else that is warrantable. 

  Kind regards.

  Customer Answer

  Date: 29/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The final inspection and sign off has not happened and I would want to note on any final sign off all deficiencies that are still remaining. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 29/09/2022

  Hello, Sorry ********, your last response is not directed to the message I sent about the plumber to have a look at the shower drain. In response to your latest message, AGM has asked you now two times to set up an appointment for the review of work and final sign off. You have now chosen to delay this another week, AGM is committed to finalizing your project so if you wish to schedule this appointment sooner we would be happy to accommodate you. Please see the email you sent to our district manager below, we are also not sure why you keep adding these comments in this format when our district manager is in communication with you almost daily?

  AGM looks forward to the next steps when you provide a date so can we do our final sign off.

  From: ******** 
  Sent: Thursday, September 29, 2022 4:02:22 PM
  To: @**************.com>
  Cc
  Subject: Re: Update
  
  Hello 
  
  No
  sorry no one will be at home tomorrow both my wife and I are in the office at
  work. We need to set this up for next week sometime I can be home next
  Wednesday or Thursday.
  
  ********

  Customer Answer

  Date: 04/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did offer a time for them to do the inspection yet have to hear back if they are sending someone. Not sure where it is the customers responsibility to follow up but considering for the whole project I have been the one following up not surprised. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 06/10/2022

  Hello, sorry ********, that was your email you sent us when AGM requested a meeting for the final sign off that you postponed in our last response.

  However as you know, we were able to meet you and are now 100 percent signed off and complete. 

  AGM hopes you enjoy your new bathroom and wish you all the best in the future.  Also please remember if you should have any concerns, your new bathroom has a 5 year warranty!

   

  Thank you!

  Customer Answer

  Date: 09/10/2022

  
  
  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,
  
  
  
  ******** ******