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:03/10/2022

  Type:Billing 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.

  - We had the company come remove asbestos tape from our furnace on July 5th.
  -We were quoted $2000 for the job and this was the statement on the quote - "We kindly ask for 50% of the total when we arrive on site prior to work commencing. We are able to take cash,
  cheque or E-transfer. Remaining balance to be paid within 30 days of completion." So we had the 50% ready and when the first day work began, I asked "how do I pay the 50%?" the worker laughed and said he didn't know.
  - During the asbestos removal there was no sheet or shield blocking off the area
  - The worker asked to use the washroom after he started working with asbestos. The bathroom is 2 floors up from the basement. He had to walk through the whole house after working with asbestos. * * **** * **** ******** * *** **** ***** *** *** ********* ******** ** *** *****
  -A week later we received the Invoice in full now, saying on it "Payment is due in full upon receipt of invoice. Interest @ 1 1/2 % per month will be accrued on overdue accounts." They never gave us the chance to pay the half first.
  - With my partner being out of town I had forgot about this bill. On Sept 6th I had received a letter in the mail and a text message (which I'm not quite sure how they got my number (I have a small business in town, maybe they looked it up).
  - I was reminded of this bill and I replied "I just received the mail and txt. Thanks for the reminder I will have this invoice paid at the end of the month"
  - I'm aware of the interest accruing, I'm aware of the bill at this point and am prepared to pay at the end of the month (September) like I told the guy.
  - He continued to send 3 unprofessional text messages that seem like harassment after I stated when I would pay the invoice. ***** * **** ******. The person never said who he was in regards to the company. I have no idea who I am talking to.
  - * ***** ********* ****** ** **** ** *this whole experience was not professional. ** ******** ** ** ** * **** ******** 

  Business Response

  Date: 11/10/2022

  ************ ******** * copy of the quote signed by the client.  With his signature, the client:
   - acknowledged our business name and contact phone number and fax number
   - accepted the price quoted
   - agreed to be contacted for scheduling the work to be completed
   - agreed to the payment terms of 50% prior to work commencing and 50% payable 30 days after completion of the work. 

  **** **** ******** the invoice ***** highlights the methods
  of payment and again provides a phone number, fax number and an email address. 

  Unfortunately, from our perspective, the customer made no
  attempt to pay the 50% prior to commencing work or the 50% payable 30 days
  after the completion of work.

  Our firm reached out to the customers on multiple occasions
  without any attempt by the customers to make a payment.  We attempted correspondence through ****** ****, emails, phone calls and text messages, receiving a reply by text message only
  once where the client thanked us for the reminder.  Our concern was that it seemed that the
  customer was unwilling to arrange payment and that this would be an
  uncollectable account.
  

  A summary of attempts on our part to contact them for payment
  status is listed below.
   - Emailed July 18, 2022 – No response from customer
   - Emailed August 23, 2022 – No response from customer
   - Emailed August 25, 2022 – No response from customer
   - Phoned August 30, 2022 – No response from customer
   - August 30, 2022 – Mailed another copy of the invoice via ****** ****
   - Phoned September 2, 2022 – No response from customer
   - Texted September 2, 2022 – No response from customer
   - Emailed September 2, 2022 – No response from customer
   - Texted September 6, 2022 – Customer did acknowledge and thanked us for the reminder.  No mention of work issues at this point.
   - Texted September 21, 2022 – No reply from customer
   - Texted September 25, 2022 – No reply from customer

  *** ********** ******* **** *** *** *** **** ** ** **** * **** ******** ***** **********  We have
  been in business for almost 40 years. 
  The quote and the invoice were on company letterhead and a simple search
  on the internet would have brought up our website, our yellow page listing, our
  address and our contact information.  She
  didn’t seem to question whether we were a real business when we were referred
  by ********* at the time of scheduling, when our staff member was on site to
  remove hazardous materials, and afterwards when ******** came in to do the work
  she had hired them to complete.  ********
  would not have referred us or would not have completed their portion of the work unless
  the area was clean and the abatement was completed correctly.

  Hazardous material removal is a specialized service and not
  just anyone can complete this hence why companies such as ******** would refer
  our company.  We follow regulations, have
  ministry certified abatement workers and supervisors, have ministry approvals
  to dispose of asbestos, and we carry specialized pollution liability
  insurance.  We have strong working
  relationships with hazardous materials consultants within the City as a result
  of our good work in this specialized area.

  It is interesting that she could not find our phone number or
  email from the various messages we left her to voice any of her concerns with
  the work that she just added in this complaint to the Better Business Bureau* *** *** *** *** **** ** **** *** **** * ********* ******* ***  Perhaps, if there was a concern at the time of
  removal, she could have called the phone number on the quote, from the phone
  book or from the internet.  Another
  option would have been to reply to any of our attempts to reach her and she
  could have voiced a concern at that point. 
  She could have also spoken to the field staff on site if she had a
  concern.  When asked if he could use the
  washroom, she replied that he could and even walked him to where the washroom
  was in her home.

  She mentioned that she had no idea how our company had her
  number.  We were given her phone number
  in case we needed to reach her.  *** ******** ***** ***** *** ******* ******** *** ***** ******.   She also ******* mentioned that she did not
  know who was texting her and that the texts seemed “like harassment”.  **** ******** * **** ** *** **** ******** ***** *** ******* ******* ********** ******* ** *** ************ ** *** **** ********  Our correspondence to the client did exhibit professional
  attempts at receiving payment for service rendered despite the customer’s lack
  of response. 

  The client did eventually pay the original invoice amount
  owing.  We have not requested payment on the
  interest that had accrued for lack of payment.

  As a fellow business owner, I am sure the customer can
  appreciate that we have paid our staff wages, the source deductions, the WSIB,
  the EHT, and the HST on this invoice.  In
  this particular case, we also had disposal costs for hazardous materials.  Our company paid and is out of pocket for
  these items, and when a customer refuses to acknowledge our invoice or make an
  attempt to arrange payment, it raises the concern that this customer has no
  intention of paying for the service that they agreed to pay. 

  In general, it is clients that do not reply to emails and that
  dismiss the payment terms the very reason why our company has implemented the
  signed acknowledgement of the quote and the request for 50% prior to commencing
  work because we’ve had prior customers not pay their invoices. 

  
  

  Customer Answer

  Date: 13/10/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  There was no outcome. The summed up response from the business concluded they have a 50% of payment prior to work commencing rule because their clients don’t pay ****** ** ****** ** *** ********* ** ***** *** ****** *** ** *** *** *** **** ******* **** ** ** ***** *****

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

  This response does not cover the complaints. ***** ***** ** **** **** ***** ** ** ************** ****** ********** **** ** ***** ** *** **** **** * ****** **** ******** **** ********* ******** *** *** ** ******** ***** *** * ******** 
  

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