Complaints

• Initial Complaint

  30/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hired contractor to do a kitchen reno. Scope of job (and quote), was to demo the old cabinets, remove old countertop, install new cabinets, hood vent and tile backsplash. I purchased the cabinets, tile, grout and other related items. I was shopping around for countertops and the contractor suggested I go to ***** ******* and mention his name as I could get his discount. I went to the store and picked out a stone I liked, gave all my measurements and contact information to obtain the quote, and mentioned my contractors name for the discount. I got a call a few days later from the contractor (not the store) with the rough amount. It was a little above my budget but then my contractor said he'd try to see if the store could do better. He called back with a few hundred dollars lower (again rough price) and I was okay with that. I asked for the quote and he said he'd send it to me but he only sent me his updated quote (for the kitchen job) with the countertop "quote" added ($****). He said he'd have to order it on my behalf and since I had to give **% down, he added the countertop to his quote. When the job was near done, he started asking for the remaining balance to be paid, but I said I needed the final invoice, including what the actual cost was for the countertop, assuming the whole number quoted would be changed to reflect the final price (post final measurements and installation). He said he'd give me that but never did, and I kept asking for the invoice, and then he admitted to me that he increased the price of the countertop, from what the store charged, to include a **% "thank you fee", which he said is standard practice in that he keeps a cut of the discount I got. This was never told to me and further he tried to pass off the entire price as his discount. When you think of it, the original quote ($****) was actually retail and if I had accepted that, he had full intention of pocketing the discount.

  

  Business response

  03/10/2023

  ******,

   

  you have been provided with all invoices from Alberta Integrity Renovations and ***** Gallery, your numbers in this message are off and we have done nothing but been completely honest with you through this whole renovation and there was nothing that we did that you did not agree with. 
  

  this message/complaint is incorrect and should be removed. 
  

  As a general contractor its a very normal practice to hire subcontractors and have a small fee (which in this case i think worked out to around $*******) to schedule, organize, pay and deal with the subcontractors doing the work for the general contractors so that everything runs smoothly with everyones schedule and provides a worry free scenario for the client (who was you and only had to pick out what type of counter and sign a warranty paper). 
  

  if you look at our invoice and the invoice from ***** gallery and do the math properly of what you have paid us, there is still a balance left owing to us. 
  

  could you please revise or remove this message as almost all of this message/ complaint is incorrect and as you can see we have had no other complaints against our company in the 4 years we have been running because we pride ourselves on our integrity and honesty and good work with our clients. Thank you. 
  

  Sincerely, 

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

   

  Customer response

  11/10/2023

  Hello,

  When you told me to go to ***** Gallery, it was in response to my mention that I was shopping around for a new countertop, and asked you for any recommendations of fabricators/installers to go to. You recommended the Stone Gallery, mentioning that I could receive your discount there and to mention your name with the sales lady to get the discounted quote.  It made sense that in order to get the discounted price, Id have to order this through you. This by no means constitutes sub contracting as you were never hired to fabricate or install a countertop,and the expectation was that I would pay the actual invoiced (discounted) price. You never mentioned  that by providing your name to the ***** Gallery, that youd be tacking on a thank you fee to the invoice amount from ***** Gallery. Further the quote is just that, a quote, and the expectation was that upon the job being completed, a proper invoice with the actual price of the countertop would be included. You did agree that I would see this amount on the final invoice, for the job hired for, upon completion of the work. When you issued the final invoice, you didnt not change the quoted amount.  It was at this time that you admitted to marking up the price and proceeded to insult me saying I clearly dont understand how contractors make a living and that its standard practice to profit off a customer who simply purchases a material, that is not part of the quoted work hired for, but rather presented as a benefit for the customer to save money.  If this is typical practice, then why wasnt this disclosed and you did agree that you would reissue the invoice and show me the breakdown, which you then changed your mind on the next day, which makes no sense if it is typical practice and you already admitted to tacking this on. I expect to receive an invoice, as agreed upon, that shows your standard markup or thank you fee against what was invoiced by the ***** Gallery. 

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