Complaints

• Initial Complaint

  17/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  * ***** ******** *********** ** *** **** **** *** *** ***** ****** **** **** ******** *** ******* ********** **** ********** **** ***** ****** *** ****** **** **** ***** ** **** *** ******* ** * *** * ***** ******** ** **** ********** ******** ********* ****** * i paid a 50% kitchen deposit in May 2023 for 18,983.44 to a # co: ******** Canada Inc. * Paige G******* has never been on site to our home ** ** ********** and I’ve only met her once * There was never any contract in place only an invoice issued to **** ******** * In December 2023 I contacted Paige for next steps of the kitchen project, she said she could not meet until January 2024 and then after this, the kitchen would take 14 weeks once in production, which still required her to come on site for measurements, implement final design, which I sent to her in July 2023 * When I realized Paige could not deliver, we found another kitchen company, who was able to deliver on time and available * I requested Paige to refund my deposit as kitchen was nowhere near production, she had never been on site, minimal work to date *Paige then claimed she put 90 hours on our kitchen project and was entitled to $9.000. * The invoice that was issued to our contractor mentions nothing about an hourly rate, an hourly rate was never discussed. The ONLY thing I paid for was kitchen materials and delivery as outlined on invoice *We have since received kitchen drawings **** * ********** ******* *******, including site visit and detailed dimension drawings, it took 10 hours. Again, Paige could not have spent 90 hours, not even 9 hours * If she did work 90 hours, and has 150 hours to go, then the invoice she issued for $37,966.87 @100/hour denotes a kitchen work less than $10,000 in materials * Paige G******* is holding my kitchen deposit, has provided NOTHING tangible in return and will not return it

  Business response

  31/01/2024

  *** ******* *** **** ** ******** *** * ***** **** ***** ************* ** *** **** *** **** ******** ** **** *** ** **** * ************ ******** ***** **** ***** ****** *** ********* **** **** ****** *** ***** ************* **** **** **** ****** **** ** ***** ******** ************** ***** ******* **** *** ******** *** **** ***** ******* **** ** ** **** **** ***** ****** ********* ** **** ** *** *** *** They had ordered windows, signed the contract, paid a deposit and then months later tried to appeal their credit card transaction, leaving the provider to pay for the windows that they custom ordered. **** ** **** *** ******* ** *** **** ***** ******. This is not how business is done, ** *** ***** ****** a contract is signed and a deposit is taken. This deposit secures your spot, as my company works in manufacturing we have a bottleneck and as a result of the bottleneck we can only take on so many jobs at a given time. ***** ****** ** *** **** ***** ****** *** ********** *** **** ********* **** ** **** **** **** *** ***** ** they try to manage their home build by themselves. ****** & **** ****** did provide me with a deposit on a custom kitchen, mudroom, laundry room, 3 bathrooms and a library. Once I received the deposit, I began designing the custom cabinetry to their specs. Our company works off a 12 week lead time for production of a home this size which is fairly standard for our industry and which was also communicated at the time the deposit was provided. Months later I received a call from the ******’s demanding the kitchen be ready in 6 weeks. I let them know that this would be impossible, but would happy to deliver based on the promised 12 weeks based on design approval which I had yet to get. **** ******, the husband then told me that instead he wants a full refund and will use another company to get this done in the 6 weeks. **** ****** also said that if I don’t refund him then they will agree to wait the allotted 12 weeks, *** ** *** ******* ***** **** *** **** * ****** ***** ** * ******** *** **** ******** I agreed that it would be best to part ways ***** ***** ******* **** ** ******. None of the deposit was refundable, but I just wanted to get away **** *** ******* ********* * *** ********* **** **** ******. So, I offered a 50% refund on the NON-refundable deposit provided given that they already had all of my design work, yet this wasn't good enough for them. They continued to ******** me to the point that I told them I would no longer give them 50% ******* **** **** ****** ** ******* ** ***** *** ** *** ***** * ** ********* ****** *** ** ******* ** * ****** ** **** ******** ** ******* ** **** *** ******** *** *************** **** **** **** **** ********** ** ***** **** Building a house requires organization, every trade has different timelines that you need to be aware of and organizing it to all work is the responsibility of the person in charge of the project, which in this case are the home owners. Maybe they should have a professional in charge of their project instead of trying to do it themselves? Also, when you provide a deposit and agree to the work, you don’t just get to change your mind after the company has already put in the work. These are standard practices ** ****** *** ***** ** ***** ** *** **** * ******* ** * *** *** *** ******** ** * *********** ** *** *** * ****** ** *** ** * ****** *** ***** ***** *** *** *** ****** **** *** *** *** ************* ** ** ***** **** **** * ****** ****** **** **** ***** ********** *** ***** **** **** ***** *** **** ********** ****** ******* **** ********* ** ***** ** ***** ***** *********** ** ** *** **** ***** ** * ***** ** ******** * **** ***** **** ****** ****** **** **** *** ********* ***** **** ****** * ** ***** ** * ********* ********* **** **** ******* ** **** ****** * ****** ****** *** * ** **** **** * ** **** ** *** **** *** ***** ** **** ****** **** ******* **** ***** ********

  Customer response

  01/02/2024

  
  Complaint: ********
  
  **** ******** ** 
  
  Thank you for your email and contributing to our ongoing effort in reconciling this issue.   
  
  ** *** *** *** *** ******** **** ** **** *** ****************** *** ************ ***** ** *** ******* ********* *** *** ** *** **** 
  
  *** ******** ** *** ******** ******* ** *** ***** ** *** ********* ** *** **** *** ****** ** *** ****** **** ******* **** ******* * **** ****** *** **** ** ******** *** * ***** *** *** * ***** ************ ******* ***** ** *** ******* *** ********** **** ******* **** ******* * **** *** **** ** ******** *** **** ** ******    
  
  The following can be found on her website: 
  
  “At Scarlet Park we design each product with style and practicality in mind and after 35 years, we are proud to be one of the leading high-end kitchen manufacturers in the GTA.”
  
  *** ******** **** ** ** **** ********** *** ********** ****** ***** *** ****** ******* ******** ********** *** ***** ****** *** ********** ** ** ***** ********** *** ***** ********* **** ** **** ******** *** ******** ** *** **** ** **********    * ***** ******* *** ********* ******** ********** *** ********* **** * ******** ** **** *****   
  
  However, Ms. G******* was introduced to us by Mr. **** ********, Owner & Operator of **** ************ * ******** ********** (****) as well as Co-Owner & Co-Operator of ******** ***** ************ with **** ****, her brother in-law and ****’s co-owner, ******* ********’s husband.  
  
  In the invoice ********, you’ll note that Scarlet Park Kitchen & Bath issued it to **** and made clear that it was for the goods (and delivery) only.  
  
  Therefore, Ms. P. G******* knew that we were managing the building of our home with a General Contractor *** *** **** ****** *********** ** ** ************** **** **** ** *** *** and also knew that we only intended to pay for the goods only.   
  
  Ms. P. G******* goes on to tell * **** about a windows’ subcontractor that we were connected with by Mr. ** ******** of **** who in fact isn’t a windows manufacturer, but also represents himself as such, and is in fact a “materials consultant” who delivered windows that were defective and doors that were the wrong colour altogether.   Like, the contract with our kitchen, we were instructed to pay for the windows six months in advance and invoiced for work that was also not completed.   
  
  Ms. P. G******* says in her submission to the BBB that **** is in the “manufacturing business”.   We have yet to find any evidence that suggests that **** is anything but a kitchen designer and broker.    
  
  **** ********** *** ***** ****** *** ** ******** ******* *** *** ***** ****** * ******** ** ****** *** * ******* ** *******  We have no record of any signed contract, if Ms. G******* has one, it would be helpful if she provides it to the BBB and us.  
  
  ** ***** **** *** ******** *** ******* **** **** ** ******* * ******** ***** ******* ** ******* ***************   
  
  ** *** ********** ***** ** *** ********* ** *** **** *** **** ** ***** ******* ** ********** * ******* *** * **** *** ******** *****  *** *** **** * ******* ** * *** *** *** ******** ** * *********** ** *** *** * ****** ** *** ** * ****** *** ***** **** ****  *** *** ***** **** *** ** ***** **** *** ******** **** ** ********* ** ***** **** *** ********* ******* ***** ********* ******* ****** ***** *** *** **** * ****** * ******* *** *** ******** ** * ******* *** ** ******** ** ******* *** *** ******* **** ******* **** ** *** **** *** *** ****** **** ******** 
  
  In my only conversation with Ms. P. G*******, she represented that she barely knew Mr. **** ******** and never worked with ****. At that time, I let her know that if she was unable to meet our revised timeline, I would not be able to continue working with her and offered her $4500 for her time as a goodwill gesture after getting “caught up” in ****’s inability to deliver the project its owner and operator signed on to in November of 2022 and unable to pass preliminary engineering inspections by October of 2023 or complete 25% of the project in almost one year’s time.   
  
  Ms. P. G******* declined.  
  
  After making her aware that we learned about the personal and business relationships with **** and that she had misrepresented her businesses’ nature, experience and both facets of her business and personal relationship, I offered her $2500 in exchange for her returning our deposit ** ** *** ***** *** **** ** *** **** *** ********* ***** **** *** *** ** *** *******   
  
  Ms. P. G******* declined again.   
  
  ** ** ******** ** ***** ***** *** ****** ** ****** ********** ******** ********** ********** ********** **** ****** ***** ** **** *** *** ***** ************* **** **** *** ******** ***** ************* ** *********** ******* *** ***** ** ****** ** *** ***** ******* ********* ********** *** *** ****** ** ***** ************* ** ***** ********* **** ** ********* ***** ************* ** *** ************    ** ***** ** ** ***** *** ******** ******** *************** ******* ** *** ******* ** *** *** ** *** ****  *** ******** *** *** **** ** ****** **** *** *** *** **** ********** *** ********** ********** ***** ** *** ***** **** ** ****** *** ** ******* *** ******* ** *** ***** ******* **** *** *** ******** ********** ** **** ****** ***** ********* ** **** ******  
  
  We’d like to make our position crystal clear to the BBB.   Our intention with the owners of **** remains the same, we would like our deposit returned and see this matter rectified as soon as possible, preferably with the help of the BBB.
  
  Sincerely,
  
  ****** ******

  Customer response

  26/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

*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. ↩