Siding, soffit, fascia, eavestrough, patio door
The sales rep. was misleading. When we questionned the work to be done vs. what we were told would be done we were told that we misunderstood. There was a lot of so called misunderstanding. We cancelled the agreement and they refused to refund the deposit and/or accept the cancellation. We complained to the BBB without success. We complained to the consumer protection branch and months later they finally accepted the cancellation and refunded our money after they were told that their agreement did not meet the standard set by consumer protection and that they should have refunded our deposit as soon as they received our cancellation.
Their contract was misleading and not in accordance to the consumer protection branch.
- Approximate cost of services:
- $22,000.00
- What could this company do to improve their services?
- Ensure that their agreement/contract is legal and meets all existing legislation. Put all details of the work to be done in writing and not make assumption on behalf of the customer without asking the customer what their preference is.
- Any advice to offer fellow homeowners facing a similar project?
- Be diligent and ensure that you cover all of the work to be done and how you want it done in writing and get a sign off by the company you are hiring.
- Company Response
We have gone back in our files to identify and review all of the details of this client’s history. We have determined who the Homestars member is and that this transaction took place in the spring of 2008.
This customer did have a number of questions and concerns that some work was not detailed enough on her contract. We agreed and before ordering the custom products from the manufacturer we made very specific amendments and additions to the contract to be sure all work was exactly as the customer wanted it. Approximately one month after the contract was signed and after all amendments were made to the customer’s satisfaction, this Homestars member wanted to cancel our agreement.
Beverley Hills Home Improvements has an A+ rating with the Better Business Bureau – largely because we always resolve any customer problems as quickly as possible and the BBB recognizes this. The reviewer above did not receive action on this BBB complaint because the Better Business Bureau was able to determine that Beverley Hills met all contractual obligations, made all efforts to meet the client’s expectations and was within all legal rights to refuse to accept the cancellation or, at the very least, withhold the deposit as a minimal compensation for product ordered and paid for that was now useless.When we were contacted by the Ministry of Consumer Services regarding this client’s inquiry into her right to cancel, they were sympathetic that we had made every attempt to abide by the Consumer Protection Act 2002. The ministry did not find the contract misleading, as this reviewer claims, but did note that a section of the contract contained wording that could be misconstrued. So we changed it and had new standardized contracts printed immediately. And we returned this Homestars member’s deposit.
We still believe we acted in good faith from start to finish and suspect this person, for whatever reason, simply changed her mind and searched desperately for a technicality to be released from the contract. After reading this member’s profile, we note she is happy with the company that she finally chose to do the work – almost 2 years later.