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:20/05/2025

  Type:Order 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.

  They were contracted out to renovate my kitchen. He redid my floors and did a very nice job. He was supposed to redo my cabinet doors, he took them to his home shop and when he brought them back, they were not done right. He had a lot of doors at his home and left the job. So he said since I am not paying him, he was out of there. He didn&#**;t finish doing what he was supposed to do in the contract, poor workmanship. I had to hire someone else to redo the cabinets. I would like to give me a 50% refund and for him to pay for the work done to correct the errors he has made on the cabinets.

  Business Response

  Date: 25/05/2025

  To Whom It May Concern,
  
  This complaint is false, misleading, and was submitted in bad faith after the matter had already been resolved by mutual agreement and fulfilled in full. It is a clear attempt to defame my character and portray me as someone who is unfair or unreasonable, which is categorically untrue.
  
  1. Signed Contract and Work Performed
  
  The complainant and I entered into a fully executed construction agreement on April 15, 2025 for kitchen renovations at their home in *****, *******. The contract clearly outlined the scope of work. I worked in good faith over several weeks, including some weekends, completing a significant portion of that scope, including tile flooring, cabinet box repair and refinishing, partial countertop installation, sink and faucet installation,plumbing hookups, dishwasher installation etc.
  
  2. Cabinet Finish Offered Resolution, Rejected
  
  The cabinet doors were fully prepped, primed, and sprayed with two coats of enamel. The clients raised concerns about the finish while the doors were still in my possession. I offered to apply another coat at no charge, but they refused and instead demanded that I restart the entire finishing process from scratch.
  
  At that point, we reached an impasse. Per the terms of the agreement, I had no further obligation to continue. The job was not completed due to the breakdown in agreement, not any refusal on my part. I remained professional throughout and made every reasonable effort to bring the matter to a fair resolution.
  
  3. Settlement Was Proposed by Them I Accepted and Fulfilled It Fully
  
  On May 14, I sent the final invoice. That evening, the clients responded by proposing a final settlement of $1,171.76 their figure,not mine. I accepted their offer in good faith to resolve the matter and move on.
  
  After no response, I followed up on May 17. That evening,they called me after 8:00 PM. During that call conducted on ************ with a witness present we confirmed that I would deliver the cabinet doors on May 19, and return to retrieve the countertops after their new countertop measurements on May 20.
  
  I delivered the doors as agreed on May 19, and payment was made in full at that time.
  
  No call came on May 20, despite the agreement. I followed up via email on May 21. Their reply stated that they were under the impression I was just going to show up to their home to retrieve.
  
  We agreed and I retrieved the countertops on May 24, with a witness present. I shook both of their hands, and recorded them saying were square and that the matter was done.
  
  At no point during the entire resolution process did they mention any of the claims now listed in their complaint.
  
  4. New Claims Were Never Raised Until This Complaint
  
  None of the issues or compensation demands now listed were ever mentioned during negotiation, payment, or final pickup. The first and only time I heard about these accusations was when this complaint appeared.
  
  If these were genuine concerns, they would have brought them up when we were actively resolving the project. Instead, they waited until they had everything they wanted and then filed a public complaint. That is not how fair business is conducted.
  
  5. Inappropriate Conduct on Site Hostile Work Environment.
  
  On May 2, during a site visit, the male complainant (***)spent approximately 45 minutes telling me stories about Sasquatch. During this,he stepped into my personal space and tapped me on the buttocks, saying Thats what I used to do to my buddy ********************** physical contact was uninvited, unprofessional, and completely inappropriate. I was there in a professional capacity. While I initially chose not to escalate the matter, their decision to file a false and damaging public complaint has made it necessary to document what actually occurred. I felt extremely uncomfortable returning to the home after that. To keep things professional and for the sake of finishing the project I continued.
  
  6. Final Attempt to Resolve and Continued Misrepresentation
  
  I am submitting this response on May 25, 2025. On May 23,after retrieving the countertops and receiving a verbal acknowledgment from both *** and Zeti that the matter was settled and we were "square," I followed up and asked if they intended to withdraw the BBB complaint.
  
  I gave them the benefit of the doubt, assuming the complaint may have been submitted in frustration or anger. However, despite shaking my hand and confirming that the settlement terms were complete, I later received further written claims from *** including a new allegation that I took kitchen handles and lighting.
  
  That is false. *** personally assisted me in loading a trailer bound for the dump. At no time was there any confusion about what was being discarded. These continued accusations only reinforce that this complaint is not a genuine attempt at resolution, but an ongoing effort to damage my professional credibility. Furthermore, the claim that I caused irreversible damage to the cabinets is misleading. This was a very old kitchen, and several of the cabinet doors had visible water damage from the start. The area under the sink was rotten and structurally compromised before any work began. These were existing issues, not caused by me, and they limited what could reasonably be accomplished through refinishing.
  
  7. Summary
  
  I worked under a signed contract.
  
  I offered a fair solution to a concern, which was refused.
  
  They proposed a final settlement, which I accepted.
  
  I delivered the remaining items and was paid in full.
  
  I followed up, fulfilled my obligations, and was told we were square.
  
  This complaint was filed afterward, with no prior mention of any further claims.
  
  This complaint was clearly designed to damage my reputation and portray me as someone who is unfair or unprofessional, despite the fact that I continued to act respectfully and responsibly throughout. I respectfully request that this complaint be dismissed in full, as it has no factual or ethical basis.
  
  All supporting documentation including the signed agreement, final invoice, emails, payment confirmation, and audio recording of settlement acknowledgment is available upon request.
  
  Sincerely,

  
  Pierre Desbiens

  Customer Answer

  Date: 02/06/2025

  Complaint: 23353881
  
  I am rejecting this response because:
  
  When I submitted my complaint about ****** on May 20, 2025, it was done honestly and with the intention of sharing our experience, which ****** was already aware of. When he requested that I withdraw my complaint to the Better Business Bureau, we responded with an email outlining the issues below. He offered no meaningful solutions or steps to resolve them.
  

  We trusted ****** to follow through on the work he promised and to treat our home with care and professionalism. One reason why we chose him was that he presented himself as a legitimate company with a full team of workers. He also offered a one-year workmanship warranty and commercial general liability insurance, as stated in the signed construction agreement. Given that ****** is also a real estate agent, he had initially planned to assist with renovating our home so it could be listed with him for sale upon completion, further raising our expectations for a professional and high-quality outcome.

  Unfortunately, we instead experienced a series of unfulfilled commitments, poor workmanship, and avoidable property damage. At first, we were understanding of project delays, believing it was better to do the job right than to rush it. But it became clear that ****** was working alone without any dedicated staff or proper resources and skills, and could not complete the work to basic standards expected of a professional job. 

  When we raised concerns about the cabinet work looking rough and unprofessional, mainly because the cabinets were not properly sanded and prepped, ****** suggested simply adding another coat of paint. This quick fix would not address the real problem. This was corroborated by a separate onsite contractor hired to paint our walls when ****** requested their professional opinion on the matter.

  When we requested alternative solutions, ****** chose to abandon the project without addressing the damage he had caused. This included a visible hole left in the wall after countertop removal, large and unnecessary cuts into cabinet frames that compromised their structural integrity, and incomplete painting of the cupboard interiors. Additionally, during the plumbing work, a water leak damaged our freshly painted basement floor, which now requires re-levelling and repainting.

  In addition to the incomplete work and damages, we are formally requesting financial compensation. The majority of his work was performed so poorly, and our situation is significantly worse than before. Given that this portion of the job did not meet basic standards and diminished the value of our cabinets and kitchen in general, we believe financial compensation is warranted. Based on the quotes we have received so far, my family will have to spend at least $3,500 repairing the damage ****** caused. 

  Beyond the financial burden, this ordeal has disrupted our home life and added stress as we have had to find new contractors to complete the unfinished work. We truly do not want anyone else and their family to go through a similar experience. If we had known what we know now, we would never have chosen ****** as our contractor. Please see further details below:

  1. Failure to Complete Contracted Work: Our agreement, signed on April 15, 2025, specified that the project was to begin on April 22 and be completed by May 2. ****** abandoned the project on May 14, nearly two weeks past the deadline, without completing key parts of the scope of work, including:
  - Custom millwork for the window pop-out area
  - Backsplash installation
  - Cabinet interiors and new hardware
  - Lighting and range hood installation

  2. Cabinet Damage and Withholding of Property: We provided several materials as outlined in the contract. I paid a $500 deposit and a further $2,000 after the tile floor was completed, as agreed. After abandoning the project, ****** billed us an additional $3,676.76. He was unwilling to return our remaining cabinets until he received the amount billed. We later agreed that he would deduct the $2,500 we had already paid, and we paid the remaining $1,176.76 to retrieve our property. When the cabinets were finally returned, they had clearly been mishandled as several were scuffed, nicked, or structurally damaged beyond what could reasonably be expected from transportation. Photo evidence was sent via email, and another contractor present at the time can confirm the condition of the items upon return.

  3. Additional Property Damage: In addition to leaving the space in disarray, leaving us, as regular homeowners, to deal with the mess and damage on our own, ****** also caused the following issues:
  - A rectangular hole was left along the kitchen wall
  - Large cuts into cabinet frames, compromising their integrity and appearance
  - Unfinished painting of cupboard interiors 
  - A water leak during plumbing that damaged our freshly painted basement floor now requires levelling and repainting.
  

  4. Increased Financial Burden: The additional cost to fix the damage caused by ****** has risen to at least $3,500:
  - Fixing the paint job on cabinets: $2,850 in labour, $140 per gallon for 34 gallons of lacquer paint, 23 gallons of specialised primer, 1 gallon of melamine-specific primer and paint
  - Basement repairs added $300 in labour and $200 in materials. 
  - We have not yet received quotes for repairing the cut cabinet frames or incomplete interiors, or any other damage. 

  5. Failure to Honour Workmanship Warranty and Late Written Notice
  The contract included a one-year workmanship warranty. When we raised concerns about the cabinet preparation and painting, ****** chose to abandon the project. Although the contract required advance written notice for termination, he walked off the job without providing any. Written notice was only issued after the fact, by which time the work had already been left incomplete, leaving us without a functioning kitchen and needing to find new contractors on short notice.

  In summary, photo documentation has been sent via email. ******s actions constitute multiple breaches of our contract, including failure to complete work, refusal to honour warranty terms, and abandonment. The damage has delayed our plans to sell our home, and the financial burden should not fall solely on us. ****** has offered no further solutions to resolve these issues. At this point, we are seeking financial compensation and accountability.

  Thank you for taking the time to review our complaint. Please see the photos attached in the following link:

  ************************************************************************************

  
  We hope this helps prevent others from experiencing similar issues with ****** and Desbiens ProBuild Ltd.

  
  Best regards, 

  *** ******
  *************
  
  

  Business Response

  Date: 03/06/2025

  This complaint is false, misleading, and was submitted in bad faith after the matter had already been resolved by mutual agreement and fulfilled in full. It is a clear attempt to defame my character and damage my reputation, despite my professionalism throughout the project. I appreciate the opportunity to respond and provide clarity with supporting documentation.
  
  1. Project Summary & Scope
  On April 15, 2025, I signed a construction agreement with *** ****** and Zeti to complete cosmetic kitchen updates. The contract value was $8,450 + HST, after a $350 discount. The scope included:
  
  oRemoving and installing new tile flooring (labour only)
  oNew countertops (Material and Labour)
  oPainting cabinet doors(Material and Labour) 
  oBacksplash (Material and Labour)
  oCustom Shelve over sink (Material and Labour)
  oInstall Dishwasher (labour only)
  oInstall 2 sinks and 2 faucets (labour only)
  
  
  *** and Zeti pushed for a rushed start, insisting on immediate commencement so they could list their home quickly. To accommodate them, I worked largely alone while my team completed other prior obligations.
  
  2. Payments Received
  I was paid:
  $500 deposit
  $2,000 for the floor (labour only)
  $1,176.76 as a final settlement a figure proposed by them and agreed to by me in good faith
  
  I was not paid for the countertops, Door and cabinet painting, dishwasher install, 2 sink install, 2 faucet install, cabinet repairs. The financial loss absorbed on this project is significant.
  
  3. Cabinet Concerns & Offered Resolution
  The cabinet doors were fully cleaned, sanded, primed, and professionally sprayed using proper equipment in a clean environment. When Zeti raised a concern about the finish, I offered to respray them free of charge. She refused, insisting instead that I restart the entire process. Despite having fulfilled the contract to that stage, I remained cooperative.
  
  Eventually, they proposed to settle the account for $1,176.76. I agreed, delivered the doors, and was paid in full. We shook hands and they verbally confirmed we were square. I have a recording of this conversation.
  
  4. False Allegations & Timeline Manipulation
  Despite the final payment, return of all materials, and verbal confirmation that the matter was closed, *** and Zeti later filed this BBB complaint with claims never previously mentioned.
  
  These include:
  Damages to an old kitchen already suffering from water damage and rot (e.g., under the sink, bay window framing)
  Allegations that I mishandled cabinetry despite photo documentation and witness support
  Fabricated structural issues and exaggerated repair quotes none of which were mentioned during our resolution
  
  Their story has grown larger over time and detached from reality. It is not based on facts, but on exaggeration, afterthought, and personal frustration.
  
  
  
  5. Additional Context
  Its worth noting that:
  *** and Zeti requested I also complete their primary ensuite and bedroom after the kitchen a strange request if they truly felt I was unprofessional
  If my work was so deficient, why hire me for further work?
  And frankly, I should have followed my gut. Between the inappropriate personal conduct including Bobs unsolicited touching during a conversation about Sasquatch and the increasing tension, I should have walked off sooner. That moment remains one of the most unprofessional experiences Ive endured on any jobsite.
  
  I believe *** has too much time on his hands and continues to escalate the situation. Hes not acting as a reasonable homeowner but rather as someone seeking a new kitchen for free. If I wanted to pursue full contract enforcement, he would owe me, not the other way around.
  
  6. Reputation & Moving Forward
  
  I know this complaint will impact my BBB rating, especially as a new business. Ill have to work even harder to regain those points and continue providing quality service to clients who value honesty and craftsmanship.
  
  What Ive learned is that working with someone with unrealistic expectations and a budget that doesnt match their vision can drag even the best contractor into a mess. I did my best. I remained respectful. And I absorbed the loss.
  
  At this point, I just want to move on.
  
  I wish *** and Zeti the best, and hope they can find some peace.
  
  
  
  
  Attachments:
  
  
  Final Invoice and Settlement Email
  Audio recording confirming settlement (50 second mark)
  Video of durability of Paint finish on cabinet doors (scratch test)
  Cabinet prep area (spray booth)
  Rot and damage present before work began
  Work areas left clean and organized
  Email correspondence showing resolution agreement
  Email offering use of countertops that was refused
  
  Sincerely,
  Pierre Desbiens