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:05/03/2025

  Type:Customer Service 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.

  Formal Complaint to the Better Business Bureau Date of Transaction: February **, 2025 Amount Paid: $******** CAD Commitment:The business was contracted to cut a section of the wall to create a viewing area from the kitchen into the living room. This work was completed.Nature of Dispute:During the course of the work, an electrician was called without my consent. While removing a phone ***** the technician inadvertently cut the main phone line, resulting in a loss of communication. Although the contractor completed the work, he did not test the phone line afterward. After discovering the issue, I contacted the company, but they blamed the phone service provider. When I reached out to the service provider, they sent a technician who confirmed that the phone line had been deliberately cut. The technician charged $*** to reroute the main phone line to the master bedroom and informed me that installing a new line would be prohibitively expensive due to the finished state of the ************* Response:The business has admitted no fault. The customer service representative refused to escalate my concerns and stated, albeit verbally, that no compensation would be provided. Their only offer was for a technician to revisit my home to assess the issue. This is not a viable option for me, as I cannot take time off work to wait for their technician, especially since I do not trust the company after this incident. I find it frustrating that they are choosing to dismiss my concerns and hang up rather than work toward a satisfactory resolution to fix the issue.I am seeking assistance from the Better Business Bureau to resolve this matter. Thank you for your attention to my complaint.

  Business Response

  Date: 15/03/2025

  We are responding to the complaint regarding work completed on February **, 2025 not February **, 2025, as stated. The customer contacted us on February ** to report an issue with the phone ***** seven days after the work was finished.
  

  Our electrician did not touch the phone **** during the project. The electrical work performed was approved by the customer before any work began. Despite this, we offered to send our electrician back to assess the issue at no cost. The customer declined and instead insisted that we trust his claim that the phone line was cut, even though there is no evidence our work caused the issue.
  

  When our customer service representative tried to resolve the matter, the customer became verbally abusive and unreasonable. We do not tolerate mistreatment of our staff, and after several attempts to de-escalate the situation, we determined that it was no longer productive to continue the conversation and ended the call.
  

  We stand by the quality of our work and believe we acted in good faith to resolve the matter. However, the customer refused to allow us to investigate further and instead resorted to hostility and false accusations. We remain committed to providing excellent service but cannot take responsibility for issues unrelated to our work.

  Customer Answer

  Date: 17/03/2025

   
  Complaint: ********
  

  While I acknowledge a minor discrepancy in the date of initial contact (February ****, not February ****), their response fails to address the core issues of negligence, breach of contract, and unprofessional conduct.

  Their assertion that the electrician did not damage the phone **** is unsubstantiated. The contractor performed unapproved electrical work, constituting a clear breach of contract. The subsequent offer to assess the damage only after it occurred is insufficient and demonstrates a lack of accountability for their employee's unauthorized actions.
  This is further compounded by ******* statement that their electrician does not carry tools to cut wires. This admission raises serious concerns about the electrician's qualifications and preparedness for the job,suggesting a pattern of negligence and a potential violation of professional standards. The failure to facilitate a call between the electrician and myself to confirm the scope of work further supports this conclusion and suggests an intentional avoidance of accountability.

  The company's claim that I was verbally abusive is categorically false. The customer service representative, *****, acted unprofessionally and aggressively, shouting and making inappropriate personal remarks. Her repeated false assurances of forwarding the complaint to management and her refusal to provide written confirmation of the company's compensation policy indicate a pattern of deception. The request for an independent assessment and deduction of repair costs from the invoice was reasonable, given the company's inadequate response and the clear evidence of negligence. ******* insistence on a Saturday appointment and her insensitive suggestion that I arrange for house access despite my unavailability further demonstrate unprofessional conduct. Such as Get your mother to do it or Your brother next door.

   

  Business Response

  Date: 18/03/2025

  We are responding to clarify inaccuracies and provide facts based on documented evidence, including call recordings.
  1. Timeline of ****************start="**** *************"> The work was completed on February **, 2025. The customer first contacted us on February **  not February **, as claimed. Our call records confirm this date. The issue with the phone line arose seven days after our work was completed.
  2. Scope of Work and ******************start=***** **************> The electrical work was approved by the customer before any work began. Our electrician did not touch the phone **** or phone line. The claim that we performed "unapproved" work is false.
  3. Electricians Tools and ************************start="**** **************> Our electrician is fully licensed and qualified. The suggestion that they lacked proper tools or caused the damage is unsupported. There is no evidence that the phone line issue resulted from our work.
  4. ******* ****** ***** and ******************************start="**** *************"> All calls are recorded. Recordings confirm that our customer service representative, *****, acted professionally. The customers claim of rude or inappropriate behavior is false. In fact, the customer became hostile and verbally aggressive when ***** attempted to resolve the issue, prompting her to end the call.
  5. Efforts to *****************start="***** **************"> Despite no evidence that our work caused the issue, we offered to send our electrician back at no cost to assess it. The customer declined and instead demanded reimbursement without allowing us to verify the problem.
  

  We remain committed to resolving customer concerns but cannot accept responsibility for damage we did not cause or for issues that arose after our work was completed.

  Customer Answer

  Date: 18/03/2025

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

  I was not awake to approve the electrical work that was completed. ********* contacted the electrician while I was asleep and authorized the completion of the work without my consent. I was unaware of this decision until I awoke to find the work done. Had he reached out to me for approval, I would have opted to have my own electrician handle the job and would have then requested that ********* return to oversee the work. It is important to correct any inaccuracies in the records, as this situation has led to misunderstandings regarding authorization and responsibility. Please update the records to reflect these facts accurately. stop lying.
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 19/03/2025

  How can i provide consent while asleep & how can they record me without consent? ********* my privacy is not acceptable this will be escalated.

• Initial Complaint

  Date:26/07/2024

  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.

  ************* man was hired through an OT as I am veteran. Mr ********************** gave me a quote to put lights in my bedroom and living room for $****. The electricians came and did not appear to know what they were doing. They had to leave and get proper equipment and direction from the office. They cut enormous holes in my walls and ceiling and left me with a mess (part of the quote was clean up). They did say drywall repair was not included but I was told it would be minimal damage. The quote Mr ********************** came back with for repairs is $*******. Almost * times the amount for the electrical work they did poorly.

  Business Response

  Date: 26/07/2024

  Thank you for bringing *********'s complaint to our attention. We appreciate the opportunity to address her concerns and provide clarification regarding the services we rendered.

  1. Electrical Work: We provided a quote of $******+GST for the installation of lights in ********** bedroom and living room. This quote included all labour and materials necessary for the electrical work. Our team performed the work within the agreed price and followed standard industry practices. There was a brief delay as our electricians needed to retrieve additional equipment, but this did not affect the quality or cost of the work performed.
  2. Clean-Up: Clean-up services are always included in our quotes. We regret if our clean-up efforts did not meet ********** expectations. We are willing to address this issue directly with her to ensure satisfaction.
  3. Drywall Damage: During our initial discussions, we clearly communicated that drywall repair was not included in the electrical work quote. We emphasized that while we strive to minimize damage, some level of drywall removal is often necessary for proper installation and safety. The extent of this repair could not be accurately estimated until the electrical work was completed.
  4. Drywall Repair Quote: After completing the electrical work, we provided a separate quote of $********+GST for the necessary drywall repairs, applying popcorn texturing and painting. This quote reflects the extent of the work required to restore the walls and ceiling to their original condition. We informed ********* that she was not obligated to use our services for these repairs and encouraged her to seek quotes from other contractors if our pricing did not align with her expectations.
  

  We strive for transparency and customer satisfaction in all our dealings. We are committed to resolving any outstanding issues with ********* and are open to further discussion to address her concerns.

  Customer Answer

  Date: 26/07/2024

   
  Complaint: ********
  
  I am rejecting this response because:  It is unreasonable and unfair to cause $**** worth of damage to my drywall for a job that was quoted to cost me $****.  The electricians sent clearly did not know what they were doing and caused unnecessary damage to my walls and ceilings.  A small amount of damage was to be expected but they caused $**** worth of damage!  

  I spent * hours cleaning after they left; the clean up was supposed to be included in the quote.
  
  Sincerely,
  
  ************************

  Business Response

  Date: 31/07/2024

  Thank you for forwarding ******************************* response. We appreciate the opportunity to further clarify our position and address her concerns.
  

  Damage to Drywall: We regret that Ms. ***** feels the damage to her drywall was excessive. Our electricians strive to minimize any impact on the surrounding areas; however, certain installations require access points that can result in unavoidable damage. The quote for drywall repair reflects the work necessary to restore the areas affected. This cost was communicated as something that could not be precisely estimated until the electrical work was completed. We believe the amount quoted is fair and reasonable given the extent of the repairs required.
  

  Electrical Team Competence: We stand by the professionalism and competence of our electricians. They encountered unforeseen challenges that necessitated additional equipment, which was promptly addressed. We are confident in the quality of their work and their adherence to industry standards.
  

  Clean-Up: Our quotes always include clean-up, and we regret that Ms. Tower feels the clean-up was inadequate. However, based on our records and the feedback from our team, the clean-up was performed as part of our service.
  

  We want to reiterate that while the drywall repair quote is separate and reflects the necessary work to restore the area, Ms. Tower is not obligated to use our services for these repairs. We encourage her to seek quotes from other contractors if she believes our pricing does not align with her expectations.
  

  Our goal is to ensure our customers are satisfied with our services, and we are open to further discussion if Ms. Tower has additional concerns.
  

  Thank you for your attention to this matter.

  Customer Answer

  Date: 31/07/2024

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

  I would like to have a cleaning service paid for by Mr ********************** for * hours of cleaning as that is how long it took to clean up after the electricians.
  
  Sincerely,
  
  ************************