ComplaintsforReno Plus

• Initial Complaint

  15/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Reno Plus, Ottawa, ****** *********, to remodel an en suite bathroom: (i) replace the shower and toilet in a room of approximately 40 sq feet (ii) tile part of the shower area (iii) in another area, remove the tub, replace vanity, add hardwood where needed (iv) all hardwood floors to be sanded or screened and refinished The existing footprint was maintained, no walls were added, moved or removed The work started on Nov 23 Total price: $27,739.14 Paid: $19,420 (plus out of pocket $1,581.59 for non reusable tile) **** advised that it would take about 2 weeks but that we would have a working shower within about a week and a half (around Dec 2) Everything on line and in our discussions with **** pointed to a professional and qualified team who would provide us with excellent work in a timely manner. By Feb 3, with issues of delay and unsatisfactory work in between, the project remained incomplete and inadequately representing what we were led to expect. At this point, asked for the refund which had previously been offered. We were told we had to wait for subcontractor invoices to be received, some of which we were told, by the subcontractor, had already been paid. The majority of this has already been communicated with the exception of anything we have found since our last communication with the contractor. Please see attached for complete accounting of our dealings with Reno Plus

  

  Business response

  24/02/2023

  Bonjour,

  Notre réponse est en p.j. dans le message.

  Bien à vous,

  Reno Plus

  Customer response

  27/02/2023

  
  Complaint: 19411498
  
  I am rejecting this response because: the incomplete work and quality thereof is not representative of the money paid to Reno Plus for professional services.  I also see inaccuracies in the response.

  
  
  Sincerely,
  
  ***** ************

  

  Business response

  08/03/2023

  Bonsoir,

  Nous aimerions de bonne foi arriver à une entente juste et équitable avec la cliente.

  Nous attendrons de sa part une proposition équitable qui va dans ce sens afin de conclure cette situation et la considerer  comme réglée.

  Ceci dit, un remboursement complet n’est pas une option considérant tout le travail accompli.

  Merci.

  Bien à vous, 

  ****** ********* 

   

   

  Customer response

  18/03/2023

  
  Complaint: 19411498
  
  I am rejecting this response because: not a rejection but responding to the request of the contractor.
  
  Sincerely,
  
  ***** ************

  We appreciate the contractor's desire to remedy the situation in a manner that is fair to both parties and asking how that might appear to us. With this in mind, we have given very careful consideration to the question and have prepared an accounting of the costs we have incurred in, and the benefits received from, the project as we see them. In order to achieve a balance re the expenditures of the contractor, we have included some estimates from individuals in the contracting/painting business as well as research and have been honest in our attempt to reach an objective conclusion.
  Based on the fact that only a small percentage of the work/materials is salvageable, we have prepared the following spreadsheet outlining our results and have endeavored to justly portray the costs as requested.
  We hope that the contractor will review the attached document carefully to see how we have arrived at the conclusion that we are owed $18,614.00 out of the $19,420 paid.

  

  Business response

  28/04/2023

  I have taken her exel sheet and made my response section with red please let me know if there is anything else required.
  

  Thanks
  

  ****

  
  

  Customer response

  02/06/2023

  
  Complaint: 19411498
  
  I am rejecting this response because:

  We are thoroughly disappointed with the response from Reno Plus which we feel is not offered in good faith and does nothing to resolve our complaint.
  We continue to insist that we are owed restitution due to the necessity of having to have their work demolished and started anew.
  Our original complaint outlined many significant issues with Reno Plus and, after having the work begun by a new Contractor (Contractor B), additional problems were discovered behind the tiled walls.
  The only salvageable work that Reno Plus had executed was the tub removal and related wall repair.
  New work had to be undertaken by Contractor B to put our bathroom reno into acceptable, usable condition: floor was levelled; new tiles purchased and installed properly; plumbing redone (among other things, when wall was opened, found that the shower head was attached to a cross piece which was only affixed on one end and was the reason that the shower head and arm moved significantly when lightly touched); the bottom shelf in our new, expensive vanity has a large, uneven and carelessly cut hole in it to accommodate Reno Plus' plumbing which is now not needed with Contractor B's proper installation of pipes (unsure how or if it can be repaired; if so, additional cost, if not, unusable space which we can't afford to lose and that framework was the reason we purchased this particular unit); niche has been well installed, on appropriate backing this time, and without need for reworking it several times (even after several attempts, Reno Plus could not provide a professional product); the grouting is even; non-recommended moulding replaced with bathroom-friendly product; shower walls and new, unmarred base installed properly and level; shower fixtures now in appropriate positions; toilet installed correctly (no continuous running); no grout cracks; no visible hole cuts or chips in tiling; pocket door now plumb.
  Also, importantly, Contractor B is addressing a letter we received from the authorities re the initial electrical work. While Reno Plus advised that an electrical certificate is available, it was never produced, and we now question its existence given the letter sent.

  We also wish to reiterate that there were several instances of dishonesty on the part of Reno Plus, both during the construction phase and in parts of their response to our complaint. We were interested to read their accusation of name calling and verbal abuse, neither of which occurred. While it is not in our nature to do so, we would also not be so unwise as to undertake such actions given the repercussions that such behaviour could have on the work that was being done in our home.

  Time taken by Reno Plus to reach an incomplete and inferior state of work, approximately 6 weeks over 2.5-3 months, with 2-4 people the majority of time, on a small, three-piece en-suite maintaining the existing footprint, is, in our opinion, unacceptable and incomprehensible. Even taking into account the changes we requested, the work term, originally estimated to be 2 weeks, should not have taken more than an extra week.
  Contractor B's timeline much more reasonable, skillfully completed in approximately 3-4 weeks with only one person on site.
  High additional costs have been incurred as a result of Reno Plus' substandard workmanship, we deserve to have our expenses reimbursed.
  We wish to know if the last response received was the final position of Reno Plus; if not, we await rapid payment as we prefer to resolve this issue without pursuing other options available for redemption of our funds. 
  
  cannot upload the file with our responses to Reno Plus comments on spreadsheet, will send to *** email.

  
  
   
   
  
  
  Sincerely,
  
  ***** ************

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