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Consumer Complaints

BBB Accredited Business since 02/17/2010

Back to Basics Carpentry

Phone: (204) 284-4239

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by Resolution

Complaint Resolution Log (2)
04/29/2014Billing / Collection Issues | Read Complaint Details
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Complaint
On Monday March 24th we were invoiced by BBC for an amount which was triple than the original verbal quote. ******************************************************** ******************************* ***********************************************************.To summarize, in the Fall of 2013 we requested a quote from "BBC" to have some work done in our home. In lieu of giving us a free estimate which is what we expected, he suggested we consider having him and his colleague do an inspection of our crawl space, and measures levels. They would provide us with report which would include photos and recommendations. The cost quoted to us verbally was $300 for the inspection and report with photos, etc. We agreed and the inspection was done in the Fall of 2013.After more than 5 months we finally had a meeting to review the report and photos on Sunday March 23. On Monday when I received the final invoice it was for over $900. I replied by e-mail to request a revised invoice seeing as our verbal estimate was $300 and we were never give any written or verbal estimates that would imply his colleages time was outside of the original verbal quote. BBC's reply was essential "time is money" and he would not revise the invoice. I replied again stating that we did not consent to the additional work and charges but would be willing to send him a cheque for the original verbal amount. ***********************************************).As stated on March 27, we no longer want to deal with them in person ************************************************************ The most recent e-mail has indicated that if we do not respond to them "may result in a Builders Lien" placed on our property which would bar us from selling our home. We are still open to paying the amount originally agreed to provide we get a proper invoice stating that the original invoice is null and void and we would own the copyright of the pictures which is typically the process based on our past experience.Thank-you.
Product_Or_Service: Report with pictures for repair recommendations
Order_Number: Non procided
Account_Number: None provided

Desired Settlement
Mediation - we are still willing to pay for the report and applicable pictures as per the original verbal estimate (no written estimate was ever received).We are still open to paying the amount originally agreed to and want to know if it would be appropriate to offer it to the colleague provide we get a proper invoice stating that the original invoice is null and void and we would own the copyright of the pictures.********************************************************

Business Response
In regards to the past customer please be informed that my architect and myself have chosen to let the couple have the report for no charge. The couple was referred to us by another couple we had done work for in the past. ********************************************************************** Hence when I met with the ********* I had informed them that a report would cost between $300.00 and $600.00. They agreed and I trusted them as acquaintances. When we started the assessment of their home their were major issues with a beam in a crawl space ready to pop out of foundation, major fall off at the entire back end of the home including the garage, and many other issues as relayed in a bound report that included floor plans, drop off measurements ready for a structural engineer to utilize, pictures and a written report on sequence to repair home properly. This included friction piles needed first, second to fix the beam and then level teleposts etcetera which would then end up with tearing out floors inside the home, leveling, replacing door jambs and casings. So yes it did take four visits, with two level measurements to confirm first readings were correct, crawling through entire crawl space to take photos etcetera, and inform the couple as we went along with the assessment. So we did a professional job as we always do. We found the customer "*****" to be some what daft and seemingly wanting to fix the inside first and not understanding that in the long run it would cost them twice as much because the structural would need to be fixed first and foremost. I declined to quote on the interior work as I did not want to be responsible for the inevitable problems that would arise when the structural fails. We tried to explain but they (she) did not get it. Nor did they ask if it would be costing more for a proper assessment and we too should have informed them but thought they wanted to know what was really going on with their house. Some other company had done a partial assessment in the past that was not done properly and did not reveal the extend of the issues in this home. So yes it was some $300.00 dollars more but you get what you pay for (or don't in this case). So when the architect and myself talked about them reneging on paying what is due we felt it better to just walk away from this one as it would be nothing but problems with the couple in repairing their home properly and very much doubt they would be willing to pay the $50,000.00 to perhaps $70,000.00 to fix the home in good fashion as they are cheap. They have taken food from our families by not paying but I suppose in the end we would rather be happy than right.
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Yours very truly,

*** *******
Back to Basics Carpentry Inc.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
***************************************************************************************************e ********************************** The fact is we were given his contact information from his wife *******************************************************************************. *** also states the report was "extensive" and detailed repairs which included the need for friction piles, etc. The written report, which took almost 5 months to complete, did not contain any of the detailed information *** claims and was amateur at best. We did not feel it was worth the $928 we were invoiced. That is why we were only willing to pay the original verbally quoted amount of $300 (we were never given a range of $300-$600 and were never given anything in writing).

The "report recommendations" were essentially a few bullet points in an e-mail. The paper report we were given came in 2 parts. The first part consisted of 3 pages of "architectural drawings" that were incomplete and were never requested by us to be done. The second part of the report consisted of 31 pages. Of the 31 pages, 11 pages were copies of documents we had provided them in the Fall of 2013. Another 11 pages were photos of various parts of our home that had no relevance to the work we requested. Only 9 pages of the 31 pages had pictures of our crawl space. None of the pictures of the crawl space were labeled. The pictures were small and were printed on regular paper which resulted in poor quality and the inability to view critical details. We were expecting to receive the electronic files not poor quality small paper images. Small paper copies of unlabeled pictures are useless.

*********************************************************************************************** We are not satisfied with the company's response. ******************************************************************************************************************************************************************************************************************************************************

Final Business Response
As a honorable trades person of some twenty years the customer in this case has chosen to fabricate their own truth. ************************************ it should be noted that the customer never voiced concern in regards to time lines for the report ********************************************* second we did have a verbal agreement in the range of $300.00 to $600.00 dollars but because the house is a pariah, it is in very bad shape structurally the price was more because we did more work for a proper assessment for an engineer to utilize for piles and beam works that would be required to be done first then onto interior cosmetic works. Third, and as relayed previously we have not charged this customer for the report because this type of person is not one most trades people want to work with. ***************************************************************** ***************** *********************************************** I do not think at this time much more needs to be responded to as they have a free and detailed report that has cost them nothing. We do find it amusing that to get a land survey done today costs $700.00 plus for about three hours of work, yet four home visits and a bound report ready for an engineer to proceed with proper repairs the couple values so much less.

I would at this time like to close this complaint. We have not billed the customer for our work performed and have made the choice to allow them to keep the detailed report on their home created for them by us.

There will be no further responses to their perceived complaints.


Yours truly,

***** A. *******
BBC

09/03/2013Problems with Product / Service

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