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:16/09/2024

  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.

  On May 24, 2024 I accepted the Estimate #****** that Mr. ***** sent me for ******************, and shortly after we also agreed on the house next door being 6. For the former address they had to demolish and redo the fascia, soffits and eavestroughs, on the latter they had to replace all eavestroughs. They postponed the starting date until I left for vacation and convinced me that all was going to work out and they would send me pictures as they went along. Unfortunately they did the job with a completely different color than what I had chosen. When I came back, they said they would redo the job but they needed half of the money. I agreed as long as the job was done well. I let them correct their mistake thinking that they were going to make things right. I was so wrong!!! They had messed up the caulking (put on very sloppy). I asked them to fix it and send a different worker. but they sent the same one. In the meantime they had also started on n.6 and I cannot start to tell you the mistakes there. You can see the caulking (so abundant and clumsily put, along with all of the metal clips) from the street! There is something especially wrong on one corner of the house, when it rains the water pours through the eavestrough, like a shower, and it flooded the basement! The sites were a total mess from the beginning to end and there was NO common courtesy to clean up before leaving at the end of the day (or at the "end" of the job.). At n. 8 there are still areas with the wrong color on it, and the details of the job are revoltingly ugly! For what number 6 is concerned, what was before was 1000 times better than what there is now. I have no words to express the lack of professionalism and ethics that these people have. They are crooks and should NOT be working to ruin peoples houses like this and expect to be paid while doing so. Please take a look at some of the pictures of my houses, the damage is huge! I have more pictures and videos as well.

  Business Response

  Date: 21/09/2024

  May 25th - Quoted the work for client.  6 Sunnycrest (eavestrough, downspouts, and soffit work on existing pergola). $5735+HST
  As well as 8 Sunnycrest (eavestrough, downspouts, fascia, soffit, caulking, framing.) totaling: $7435.80+HST
  
  June 2- Both 8 and 6 Sunnycrest including soffit, fascia, framing, eavestrough, downspouts, caulking, beam capping, and work on a pergola. 
  
  The original quote included colour: Sandstone for all of eavestrough, soffit, and fascia. (Attached at bottom)
  
  July 26- work is completed ready for walk through. 
  
  July 29 - complaints regarding the colour and complaints regarding the quality of the caulking work on the 1 window we agreed to caulk. Client did not like that the colour selection. we removed the caulking cost completely from the quote and offered to remove
  The caulking if need be. 
  
  Aug 1 - replaced the eavestrough to match the soffit. Before doing so, we confirmed with client, she would be satisfied with this change. (Attached below in picture) we then updated the quote and completed the work at no extra cost. We also fully remove the cost for the Pergola work as client was trying to get free upgrade to a steel panel  commercial panel as a pose to the soffit material quoted. The extra cost would have been over $4000. We came to the agreement to not do the pergola work. 
  
  Aug 16 - we have a site meeting where she expresses she is not happy with the colour we confirmed and updated for her. We then agree to replace all the eavestrough, soffit, and fascia to a new colour. At no extra cost to her (clay ******** We have now made 2 colour changes and done the job over 3 times. All of which agreed upon with the client before proceeding. At this point we a progress payment on 8 Sunnycrest ($4201.23) balance still outstanding 
  
  Sept 9 -  request for a site visit. No answer
  
  Sept 10 - request for a site visit. No answer
  
  Sept 11 - received email claiming issues with the work including cosmetic issues regarding the caulking (its functional and is fully removed from quote)
  
  Sept 11 - we respond requesting a site meeting to go over deficiencies. Requested payment again. Suggested a hold for deficiencies.  Payment was well overdue. We also consider a lien to protect the funds. 
  
  Scheduled a repair visit for Sept 18
  
  Sept 16 - better business bureau claim.
  
  Sept 18 - during repairs client stops all work and sends workers offsite threatening to call police.
  
  We are willing to complete the work and require access in order to do so. 
  
  The product comes with a 2 year warranty and is only covered if we complete the work. We cannot warranty if product is tampered with or worked on by others.
  

  Customer Answer

  Date: 29/09/2024

   
  Complaint: 22287793
  
  I am rejecting Mr. ************************ response because I have already gave them a big chance to correct a mistake made (color) and they have never listened to my requests along the way...leading me to have totally lost trust in their competencies and good faith. The job done on both houses are unsavable and the total lack of attention is not limited to Mr. *********************** workmanship but also in his emails, text messages and his reply.

  The work quoted for ****************** (as seen in estimate) was supposed to be in the color SANDSTONE and it included 5 caulking of windows and the capping of a door in the same chosen color. The work was supposed to have started the third week of June, then it moved to July 7th and finally they said they were going to come just a couple of days before my leaving for vacation. I was going to call it off until I came back but **** called me and said they can start with 8 Sunnycrest Drive and assured me that everything was going to go fine and pictures were going to be sent while it was being done BUT I received pictures (by ***** via Whatsapp) only at the end and it was in the wrong color! Needless to say that it almost ruined my vacation. I was asking how in the world did they install the wrong color when I had clearly picked SANDSTONE (its in the estimate) and ***** kept on going around the issue as if he did not understand what I was saying. I was away and all this explanation was through Whatsapp. First he said that its the suppliers fault as they sold them the wrong color of gutters, and instead of understanding and taking responsibility of the mistake made, they changed the eavesdropping (that was in the right SANDSTONE color, to match the wrong color that they had put on as soffits and fascia)! When I came home from my vacation I told them how depressed I was from all the mistakes they are making and upon a site visit **** said that they will remediate by redoing the whole job. At the end the explanation was that their supplier did not have soffits and fascia that matched the color sandstone (despite them writing SANDSTONE for the soffits, fascia and eavesdropping in the estimate) so he said that hed go to a different supplier for different color samples to pick from. Thats when it was changed from Sandstone to ***** In fact it was never a mystery about what color I wanted; I asked for the closest color to my stucco and my foundation base (thus the reason for picking Sandstone in the first place). 
  **** told me that it is a learning curve for ***** and being a teacher I gave them a second chance. **** asked to have half of the cost of the job paid beforehand and I readily paid, giving them the benefit of the doubt. All I wanted was a professional and well done job in the color I wanted. Boy, was I ever wrong in trusting who already showed such a lack of attention! 
  My tenants then tell me that while I was away they were not impressed as Mr. ********************** had sent only one worker to do the job and hed come during evening/night hours with a headlamp! Furthermore, the one person working did not even have the common courtesy to clean after himself, the site was a total mess and to see it clean, my mom and I had to do it ourselves (despite asking the worker several times to take care of it). 
  On August 17th I sent ***** pictures of the window caulking (5 windows and the door) stating that it is very sloppy and to fix them up without damaging my windowsthey were NEVER fixed. I also asked them to consider sending a different person, and they sent the same one person. And since customer care and satisfaction is clearly not their priority, nobody (***** / ****) ever came to check on the situation nor did they ever bother addressing the various concerns I had pointed out to the worker that I had along the way. I was getting pretty worried about the job in general and had asked to have ***** number (because ***** was on vacation). I called him on Sept. 04th at 8:44am, (for 25 min). There were different points mentioned during our telephone conversation leading up to me asking him to come to take a look at what was done on the 2 properties but the way he dealt with my concerns and the way he spoke to me with disdain left a VERY bad taste in my mouth. I regretted having given them a second chance and I understood that this was going to be difficult to resolve. 
  I have called a competitive company to write a deficiency report for both houses, and I have also asked for an estimate for both since they need to be redone. The company in question told me that there are so many deficiencies that it will take them an awfully long time to write it up, in fact I havent received it from them yet. It would be absolutely crazy on my part to continue giving them chances since I have totally lost trust in their competencies and good faith. 
  After having filed a complaint with the Better Business Bureau (Sept 15th), asking for a refund, they took it upon themselves to come here and place ladders all over the place without telling me that they were coming (Sept 18th). My mother calls me at work and asks me what is happening. I ask her to tell them to call me to receive NO, we cant as the answer. I had to run home from work and tell them to go away. I said Id call the cops if they didnt because they trespassed! How can you go to someone's houses and do work, unannounced and after receiving a complaint via BBB? Really??

  I want to be refunded so that I can have another company redo both houses!
  
  Sincerely,
  ****** ******

  Business Response

  Date: 03/10/2024

  With 100s of satisfied clients in the companies history this is our first time not being able to follow through on construction procedures. 
  
  Normally we conduct a formal walk through to identify and solve any deficiencies. In this case that invitation was denied. 
  
  Pictures were provided with potential deficiencies, but with no opportunity to rectify. 
  
  We would like to open up the door for an opportunity to inspect the work, and come up with a list to determine what is wrong, and to deem what specifically is the reason for all soffit, fascia, eavestrough and downspouts to be removed. 
  

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22287793
  
  From your reply, once again you are not taking anything of what I have said seriously.
  Do you think that I want to hear that 100 of your clients have been satisfied when I am one that has clearly not been, at all? Do you think that with the number, degree and seriousness of the defaults I can believe that this can be a true statement? Do you think that this can provide any solace to me? 
  I invite you to re-read through the various emails, pictures, videos that I have sent you regarding your professional job here.
  I had given you the chance to rectify already (to much of my chagrin), after which I had also sent you some pictures of things that needed change to which nothing was at due time! I had also explicitly asked you to send another person, and you ignored me on that as well. I CANNOT and WILL NOT give you further chances because I reiterate I have TOTALLY lost trust in your competencies and good faith. 
  I want my money back, if I do not receive my money back and this goes forward then I will ask for damages as well. 
  
  Sincerely,
  
  ****** ******