The summary is they delayed the start of construction for over two months until I finally cancelled out of frustration. They have not yet refunded me my deposit (as outlined in our contract) and it has been 118 days. They are no longer answering emails or phone calls. DO NOT TRUST THEM WITH YOUR MONEY.
May 5: Set up appointment for estimate
May 12: Received estimate for $14,719.95
May 23: Gave go ahead to proceed with final quote and scheduling
Jun 2: Was told work would commence June 19th or earlier
A number of scheduling phone calls and delays
June 23: Received final contract at updated price of $18053.75
June 30: I signed contract
Phone call saying work would start early week of July 10
July 10: Told work will start afternoon of July 11
July 11: Nobody showed, no one answered emails or phone calls
New contact phones me saying project manager has been removed from the project and he is taking over
Mid-late July: Worksite visit to prep
July 30: I paid deposit
Aug 1: Work will start Aug 3 or 4
Aug 2: Second site visit, but with different contractors. Was told they were employees of BBR by project manager, but they themselves told me they weren't. Project manager assured me they were repeatedly until I called him out on this. Was promised work would be completed by end of August, but contractors had stated they were not available for at least a week and timeline was not possible.
Aug 2: Got fed up after all the back and forth and cancelled, following process outlined in contract. Was told they have a 90 day payment procedure. Was told the site manager was fired, although I don't believe it. Thus begins waiting for deposit reimbursement.
Nov 9: Told there was a mixup and it was being fixed. Cheque will be in the mail for next week.
Nov 20: No cheque.
Nov 21: Told it has been escalated and I will have update next day.
Nov 22: Told it's being "sorted out".
Nov 28: Every day since then, no responses to emails or phone calls.
- Company Response
I have waited to respond to this review because we needed to consult with our lawyer and figure out how we where going to deal with this situation.
We have always had a waiting list for all our projects and this project was no different. Waiting in frustration has nothing to do with our company as most residential construction companies can not start any project on signing and if this wasn’t made clear then a do apologize for that.
I had met with you a few times in May to discuss and plan your renovation and stopped the process because of scheduling conflicts. I was told by our receptionist in June that you had called our office and still wanted us to do your home improvement project. The file was then sent over to our project manager at the time to handle the contract from that point. In mid July my project manager told me we would be starting the project in the first week of August. We firmed up our contactors and created a Gantt chart for your project and scheduled our company around this start date. The day before we where scheduled to start I was told you had cancelled and secretly hired our contractor to complete the work that we had a contract with you for. We then started to investigate the project managers handling of this contract and deal with the lead contractor regarding his involvement in this total breach of trust. Shortly after this we had to remove the project manager from this position with our company.
I have been in this industry for nearly 30 years and never experienced a situation like this. The process has taking me longer than expected to figure out. Furthermore, a full investigation was done so we can avoid these sorts of situation moving forward.
Our contract clearly defines the terms of such a cancellation and these terms are easily calculated. We incur expenses proving quotes, estimates, drawing up contracts and planning by;
• drawing up floor plans
• scheduling trades
• scheduling internal staff
• corporate overhead
• sourcing materials
• vehicle transportation
• sales consultation
These expenses add up quickly and with smaller jobs can easily outweigh the deposit. We are at a financial loss with this project and now we are dealing with this review response.
I do wish we where able to provide you with our services, so you could experience a well-built project that would last the life span of your home.