I purchased 3 online vouchers at a cost of $750 which was 3 days of work. Since November I have been trying to get Bill to renovate our bathroom as the vouchers expire in March. I read all the reviews on Homestars and and noticed further down the list a client who also complained because she too had problems booking with the vouchers. I had to constantly follow up with Bill and often it would take him weeks or a month to get back to us. I just got the quote last week for the bathroom after chasing him for months for it. Each time he was supposed to start our bathroom he'd called us at the last minute to postpone as his current project was "taking longer than expected". This week was the 4th cancellation and it is obvious he is squeezing us in between his projects where he is getting paid now. The reason he cancelled this time was because the woman didn't like the pattern of the floor he put in and wanted Bill to rip it up - that to me isn't an emergency. I found out from the online company Bill received the money from the vouchers last year so of course there's no urgency on his part to get our project done. We had all of the materials with the exception of what was required for the shower. Bill told us he wouldn't know what was needed until he ripped out the shower (since our shower isn't a standard size) so we had to wait for him. Once the shower was removed and he knew what materials were required, we told him we'd write him a cheque or we'd go with him to Home Depot and pay with a credit card. Our down payment were the 3 vouchers worth $750.
Bill told me I wouldn't get a refund for the vouchers but thankfully, the online site made an exception and reimbursed us because of Bill's constant inability to follow up and last minute cancellations; the refund had nothing to do with scheduling issues. Perhaps he shouldn't have sold so many vouchers or hired someone to help him out due to the demand as waiting 5 months is unacceptable. Extending the expiry date is of no use when the project keeps getting pushed back months and no "free" day of work was offered. Obviously, we are extremely disappointed as we've been waiting months for our bathroom to be renovated. I would not recommend Bill due to his lack of follow up with those that have vouchers and his inability to meet proposed start dates.
- Approximate cost of services:
- $1,950.00
- Company Response
I sencerly apoliogize for not leaving you with a more positive impression. 85% of the reviews listed below are from coupon purchasers According to our records the 4 instances you refer to was only the second time and the two previous we're for your estimates. 1 due to being rear ended and the other because of having to extend our regular working hours to service another customer and stay on schedule with the closing date for selling their house. The suspended start dates were due to First to an emergency call from one of our regular customers with a serious issue and now this time which was due to a customer choosing the wrong flooring and halting the install while she chooses another style of floor. This particular customer had no bathroom or kitchen at the time. You purchased coupons in march of last year and they have a 1 year expiry. Vail renovations has no method of contacting purchasers because the coupon company will not provide customer information to us for your privacy. We must wait for the purchaser to contact us. If you actually read the deal print it states Vail Renovations reserves the right to scheduling for reasons such as these. it was never an issue or method of service to "squeeze" coupon customers into a regular work schedule. If you take a moment to read the reply to the review listed below you will see their work was postponed for a similar situation where two children were without bedrooms due to a flood. And the one above is actualy the customer we were delayed for. Customers are given first come first serve service with some priority being put on jobs to ensure customers have functioning rooms in their house as soon as possible. Your deal also states materials are not included and should be on site for us to commence. This was not done therefore the project was not ready. We were willing to do the shopping for you so long as a down payment was received. This was not done. You were offered a day to remove the shower and come up with a more accurate parts list before commencing to re-install anything. You opted out. Vail renovations offered to remove the expiry date which you could use indefinately and you refused. we offered to let you use them for another project or give you a free day all of which were refused. You were given a full refund 3 days prior to this review. After being contacted by the coupon company it was decided that permission would be granted to offer a full refund. Im glad the refund was the best option after the goahead after notifying you of being delayed by one day. It is not an issue of choosing coupon customers over full paying customers. The fine print of the coupon does actually state vail renovations reserves the right to scheduling for the reason mentioned. We do not squeeze people in reservations. when you called to book your days of work our callendar was booked until march. Sometime projects have to be prioritized and others may run behind due to unforseen issues and can not be completed as you see on television. the previous project had only purchased 2 days worth of coupons and having an actual 3 days work due to not liking her choice of flooring and the project was halted before it was installed inorder to allow her the courtesy of purchasing new flooring to continue. none of these choices were made by vail renovations. It was not an option to leave them with absolutely no kitchen or working bathroom in the house because of an oversite. And to request I tell the customer they now have to wait until I come and finsh your work and then go back to help them meaning for 3 days atleast they must eat out and go to a gas station restroom to shower and use facilities seemed unreasonalble and definately not fair You purchased 3 days worth of work for a minimum 5 day project. When I am completed your 3 days would it be ok to leave you with no bathroom and move on to come and finish up later on because someone else has bought a coupon? Or would it be more prudent to complete your bathroom and move on to the next customer. This hardly seems like a reasonalbe request. You purchased the deal in march of last year and waited to book and unfortunately we had a fully booked work in our callendar if anything we tried to squeeze you in to accomodate you. Again I do apologize for not being there on time and am glad you we were able to provide you with a full refund. According to what we have been informed by the coupon company no refunds would be given due to scheduling. You were given a full refund which I'm glad we were able to accomodate and I'm not sure why the value of removing a bathroom and installing another would be 1900.00 either which according to our records is not accurate
My apologies..
Vail Renovations and Handyman Services