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Consumer Complaints

BBB Accredited Business since 26/07/2013

Little Star Renovations

Phone: (604) 558-2504

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Advertising / Sales Issues0
Billing / Collection Issues0
Problems with Product / Service0
Delivery Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
08/06/2014Guarantee / Warranty Issues | Read Complaint Details
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Complaint
We contracted with Little Star to replace a sliding door and repair a deck beginning of August 2013. After many delays a French door was installed late November 2013. March 10 we contacted ***** ******* as the door was leaking. Again after delays flashing was added to the top and bottom. The door still leaks and has developed mould. The hinges have rust and there is a gap at the top. They do not seem to know what the problem is or have time to deal with this.

Desired Settlement
An installed door that does not leak, or a refund of the money we paid so we can hire a contractor to fix the problem. We would like this within the next month.

Business Response

***** contacted us last august to replace her metal sliding exterior door for a pair of outward swing French doors and a deck repair, the style of door incl mullions in the glass and the size was custom, typically any custom doors take a min of 4 to 6 weeks from order date to arrive after there arrive and our door supplier they then have to machine and hang them, only after that can we schedule install, the contract was signed late august and door was ordered august 28th. The deck repair was taken care of but could not work on the doors until doors arrived.
The French door was on back order and finally arrived end of September, sadly they shipped the wrong size!! ***** agreed to using the door on her kitchen as it fit perfectly, we found a lot of rot on the kitchen opening and repaired.
We immediately ordered again the bedroom doors, which arrived end of October. We installed the door soon after.

Experienced carpenters did the install correctly, that elevation of the house is sided with vinyl, code does not require a header flashing to be installed and the vinyl J Track acts as such.
A heavy week or so of rainfall followed and we received a call saying that water was making its way in.
I sent my carpenter to take a look and he suggested I meet the door supplier there, I book B&R door I for a site visit, **** owner of B&R and myself both met there and came to the same conclusion.

The door is an outward swing exterior door and no different from any other exterior French door.... What's different is the expositor, the weather hits that side of the house hard there is no overhang or awning. What we found is that the rain was "not coming in from the top" but rather making its way under the door threshold and wicking its way up, also it was driving in were the door meets the jam.
Our first attempt was to order some custom sweeps and install a header flashing just because! I emailed ***** our plan and said that if the sweeps did not work we might need to talk awning options... she agreed .The sweeps took a while to arrive, once arrived we installed, result the water was still making its way in.
My next step would have been to discuss awning option but ********** the client has not allowed us that option! It is very clear that should the door be replaced with anything but a sliding door that the same think will occur should an awning not be installed.
************ the reason this was not a problem before was that a metal slider 1 does not take on water and thus allow mold to develop and 2 they are built with a trough and weep holes.

We are always at the mercy of suppliers and the elements

Best, *****


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
We hired a contractor (*****) to replace our sliding door ********************************************************* Never once did he or his carpenter **** tell us this door was too exposed to have a french door installed. In fact it was at the suggestion of **** we ordered a French Door to match our kitchen door.

The kitchen door is 10 feet away from the French door in the bedroom. When Little Star installed that door they placed flashing over the top and a u joint along the sides. It was installed in October and we have not had water leakage whatsoever.

B & R door has been at our home twice. The first visit was on April 18. ****** surveyed the damage and stated to us the door needed to be reset, hinges and flashings should have been installed to begin with. The rain had caused the door to warp. He left the flashings and sweeps in our shed for Little Star that day.

We had several emails back forth with ***** that day. He agreed to reset the door and install the flashing. It took weeks and much more rain for Little Star to come and install the sweeps and flashing. As for it being custom and needing to be ordered, The materials sat in our shed until this morning when **** from B& R took them away. The awning was to be an option only once all other avenues had been exhausted.

We placed our trust in ***** and Little Star. We never argued about the price. Had he told us that the french door in the bedroom required flashing and sweeps and that would cost extra we would have paid. Had he told us this was not a good place to install the door we would not have insisted.

No only are we out cash, time -10 months for one door, we have a damaged door.



Final Business Response
Littlestar is in direct communication with the owners and we are working on a plan to fix the ingress issue!
It was never our intent to walk away from an incomplete job and or to be known for shoddy work . We will do whaT we can to salvage the situation

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
1)Delay drove the job into November. Sunny and warm in Vancouver in November?
2) By the time the awning was mentioned door was warped, it had never been reset.
3) Yes we would love to paint the door. Our Painter has been on standby since the installation. No point painting a warped door that leaks.

Industry Comparison| Chart

Contractors-Alteration & Renovation, Deck Builder, Painters, Drywall Contractors, Contractor - Electrical

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