Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/07/2025

  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 hired Thomsons Edge for a home renovation project after meeting them at a local home and design show. Following two planning sessions at their showroom where we finalized project details, we moved forward with the renovation.While construction began with promise, the experience quickly deteriorated due to serious deficiencies in project management, quality control, and communication.Specific Issues:Poorly done grouting in the kitchen and laundry room, which was later covered by cabinets without being repaired A visibly unlevel, sloped family room floor Incomplete HVAC work, including missing heat runs and return vents Building materials removed from our home without our knowledge or consent We raised these concerns and scheduled a meeting with the project manager, who confirmed via text but no one showed up. There was no explanation or follow-up. Shortly afterward, the team ceased all communication and effectively abandoned the project, leaving our home in an unfinished and poorly executed ******** a result, we have been living in our home without a functional kitchen for several months. It has been extremely difficult to find a contractor willing to take over the incomplete work. The new contractor now has to invest additional time and effort to match existing materials and fix the poorly executed work, which is complicating and delaying the process further. This has placed a significant emotional and financial burden on our family.

  Customer Answer

  Date: 31/07/2025

  Dear Better Business Bureau,

  
  I am writing to follow up on my recent complaint against Thomsons Edge.

  Thomsons Edge has responded through legal counsel; however, their response does not appear to be a genuine effort to resolve the dispute. Instead, it denies responsibility and fails to acknowledge that the company abandoned our renovation project two months agowithout any formal notice of termination or explanation at the time. We were left without a functioning kitchen or main floor access, and have since had to independently restart the work at our own cost.

  Given this, I believe it is important for BBB to consider how this business conducts itself when rating them. A company that terminates projects unilaterally, without proper communication, and shifts blame onto customers rather than taking accountability, poses a serious risk to future clients. I sincerely hope others will not have to go through what weve experienced.

  At this stage, I believe further resolution will need to be pursued through legal avenues.

  Thank you for your attention to this matter.

  
  Sincerely,
  *** ***

  

  Business Response

  Date: 05/08/2025

  The concerns that were raised were during construction that was in progress. They were completed very soon after and passed all City of Ottawa inspections, that can be found at ********** ******. The owner met with you 3 times, including the morning of the meeting we were scheduled to discuss your project and come to terms. Since you are in breach of the signed Terms & Conditions we cannot proceed with your project as you were aware of. Unfortunately, you have been uncooperative, and we have had to take legal action. This is no longer the platform to resolve this situation. We hope we will be able to come to an amicable solution.

  Customer Answer

  Date: 08/08/2025

  Complaint: 23561594
  
  I am rejecting Thomsons Edges response because:
  
  1. Allegation of ******************************start="455" data-end="458"> Thomsons Edges assertion that we repeatedly raised complaints to delay payment is both untrue and unsupported by the record. We made three payments in good faith, without raising any disputes until May 20, 2025. The first time we called a meeting to discuss quality concerns was only after observing serious deficiencies in workmanship. Our emails dated May 20 and *********************************************************************** a professional and cooperative manner.
  
  2. Project ********************start="968" data-end="971"> Thomsons Edge ceased all work following May 22, 2025, and failed to attend the scheduled resolution meeting that day. No formal notice of termination or explanation was provided at the time. We sent a formal follow-up email after May 22 to reinitiate discussion and seek a path forward, but Thomsons Edge did not respond. This prolonged silence and lack of engagement for nearly two months constitutes abandonment of the project.

  As a result, we have been left without a functioning kitchen, no sink, and limited use of the first floor of our home. This has significantly disrupted our daily lives and created an unreasonable living situation. We had a reasonable expectation that the work would continue after our efforts to address concerns and schedule a meeting not be halted entirely without notice or recourse.
  
  3. Floor Leveling and ******************************start="1844" data-end="1847"> While Thomsons Edge states that floor leveling was not in the contract, it is the responsibility of any competent contractor to assess and address site conditions prior to installation. Hardwood should never be laid on a visibly sloped and uneven subfloor, as this contradicts industry standards (e.g., **** guidelines require no more than 3/16" deviation over 10 feet). Proceeding under those conditions shows negligence, regardless of whether floor leveling was explicitly scoped. The $1,000 charge related to this issue is not a client-directed change.
  
  4. Grout and *************************start="2443" data-end="2446"> We identified uneven and damaged grout in the kitchen and laundry rooms. This was brought to Thomsons Edges attention before further cabinetry installation, which made repairs more difficult. While Thomsons Edge claims that a tiler visited the site on May 22, we still observed missing grout. These issues remained unresolved due to Thomsons Edges lack of follow-through.
  
  5. HVAC, Appliance, and Property ***************start="3013" data-end="3016"> At the time of abandonment, HVAC work was incomplete, and several areasincluding walls near protective barriershad visible damage. We expected these deficiencies to be resolved during normal project completion. However, that stage was never reached due to Thomsons Edges abrupt withdrawal from the job.

  6. Disputed Charges

   We reject the additional charges listed in the letter for the following reasons:

  Engineering Report ($1,525.50): We never requested this report, and coordination with the City is your client's responsibility under the scope of work.

  Toilet Rental ($254.25): We requested the portable toilet specifically because we did not want your client's contractors using our private bathroom. The rental was for the benefit and use of your contractors, and it should be considered your clients responsibility, not an additional charge to us.

  Flooring Changes ($1,000): This cost arose from Thomsons Edge 's attempting to install flooring over an unlevel surface without flagging the issue first. It is not a client-directed change.

  Additional Work ($1,500): This charge is vague and undocumented. No written scope, invoice breakdown, or signed approval was provided.
  

  7. City Inspections & Libel Allegation
  Our reviews reflect our honest opinions and are based solely on our direct experience with Thomsons Edge. We categorically deny any suggestion that these posts are defamatory. Consumers are entitled to share truthful and experience-based reviews, and we have done so in good faith.

  Furthermore, we did not claim that City inspections had failed. Rather, we expressed legitimate concerns about the quality and condition of the work left behind after Thomsons Edge abandoned the project on or around May 22, 2025. Our statements were based on visible deficiencies, safety issues, and unresolved work
  

  8. Impact of Thomsons **********************start="6617" data-end="6620"> Given Thomsons Edges dismissive attitude toward our legitimate concerns, we chose not to waste additional time engaging in unproductive communication and instead focused on completing the renovation with a new contractor. Their abandonment of the project has placed us under significant stress and hardship, especially in the current economic and living environment. We continue to bear the cost, inconvenience, and disruption caused by their actions.
  
  Sincerely,
  
  *** ***

  Customer Answer

  Date: 08/08/2025

  FINAL RESPONSE

  We disagree with the businesss account and maintain that Thomsons Edge abandoned our project without cause or notice. Key facts are as follows:

  City inspections ? code compliance While some work passed City of Ottawa inspection, this does not mean it met construction code requirements or our contractual standards. For example, flooring installation is not part of the Citys inspection process, so deficiencies in our flooring were never reviewed or approved.

  Unannounced removal of materials On the morning of the scheduled resolution meeting, the business owner arrived unannouncednot to meetbut to remove uninstalled materials, including flooring and cabinetry, from our property. He also left the garage door opener in the garage without informing us. These actions are inconsistent with any genuine attempt to continue or resolve the project.

  Contractual right to withhold payment On May 15, 2025, before receiving the invoice, we sent a text to the business reporting the kitchen floor deficiency. This message was intended to address the issue amicably and without a formal complaint. We received the invoice later that same day and were in the process of addressing deficiencies before making payment, as permitted under Ontario law.
  Under Ontario Construction Act, R.S.O. 1990, c. C.30, ss. 26(1) & 34(9), an owner may withhold payment for incomplete or defective work until deficiencies are corrected.
  Ontario case law (e.g., ************************ *. ******* **************** 1966 CanLII 246) confirms that a contractor must substantially perform the work before being entitled to payment.

  Abandonment of project On May 22, 2025, just seven days after issuing the invoice, the business abandoned the project, preventing us from completing the resolution process.

  Given these facts, their response does not resolve the dispute. We will now be pursuing this matter through legal action and request that the BBB close the file and make our complaint public.

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. Given Thomson's Edge's  failure to acknowledge their abandonment of the project and the false claim of a verbal agreement permitting removal of construction materials from our property, we do not believe Thomsons Edge is engaging in good faith. Based on our experience, we see no basis for a productive or meaningful mediation at this time.

  Regards,

  *** ***