Complaints

• Initial Complaint

  28/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Breezecomb home renovations was contracted to renovate the second floor washroom and main floor powder room. There were numerous defects and functional issues with both washrooms, as well as many instances of improper, defective, deficient, and/or not-workman-like installation of materials. Within the warranty period, a major leak developed in the second floor shower. This caused significant damage to the second floor hardwood flooring and main floor ceiling. Breezecomb subsequently returned to repair the shower, but did not repair the damaged flooring or ceiling. In February 2023, the shower head water flow became severely restricted (low water pressure). I called Breezecomb to address the issue and they responded by removing and cleaning the mixing valve. This restored the water pressure, but immediately after this work, the water supply lines started knocking in the wall, due to not being properly resecured to the studs. This knocking only started after they removed and cleaned the mixing valve. They are now refusing to come back to resolve the knocking water lines and repair the hardwood floor damage. Both issues are a direct result of incompetent and negligent workmanship. The water lines were never knocking prior to their visit in February when they removed the mixing valve.

  

  Business response

  11/07/2024

  Hello,

  Please see *** ********* *********** *** the service history. We did try our best to solve the problem but like mentioned in the messages the situation is not caused by us. Thanks for your undertanding.

  Best Regards,

  Breezecome Home Services

  Customer response

  21/08/2024

  * ** ******* ** ******* ** *** ************** ***** *** * ** *** **** ** ******* ** *** ***** ******* **** ***** ** ****. Breezecomb committed to resolving the low water pressure, which I later discovered was due to a cheap mixing valve they installed. After they went back on their commitment to rectify the issue caused by their installation of inferior and defective parts, they subsequently reneged on the offer and refused to replace it. The issue is they didn't want to incur the cost of cutting into the drywall to gain access to the mixing valve and then having to repair the wall and paint.  They indicated that I could get another handyman to fix the issue. The water pressure eventually got so low that hardly any water was coming out of the shower head, and the pipes started to knock loudly in the wall. I was forced to pay another contractor to replace the mixing value and shower fixtures, which was over $1,200 in materials and labour. 
  
  Further, Breezecomb has never addressed the damage to my hardwood floors caused by the leak in the shower. They promised to reimburse me for the cost of finding a close match to the hardwood and having it installed. I was again forced to source another contractor to do this repair and paid out of pocket (approximately $1,000). I have yet to receive any reimbursement from Breezecomb for this work. Once again, this was damage caused by Breezecomb’s negligence and poor installation, resulting in a significant water leak; damage they committed to rectifying and have since refused to.
   
  ** ***** * *** ** ****** ********** ****** *** ****** ** *** ****** ** *** **** ******* **** *** *** ***** ** ******** ** **** ******
  
   
  ** ***** ******* *** ******** ** **** ***** ** ****** ***** ************************
   
  Thank you,
  
   --
  
  ******* ******

  

  Business response

  10/10/2024

  Hello,

    We did washroom renovation for ******* in Summer 2021. It is already well explained that it already pass the 1 year warranty period. Even though, we still came back to clean the mixing valve for our customer as a favor. Not hard to tell as a matter of fact, dirty mixing valve can never be the renovation contractor's problem. It happened after two years since we finished our project there. And in return, customer start to blame everything on the service provider who come back to offer help while it already pass the warranty period. 
  
  We tried to offer help and solutions to the customer even though neither is our duty any more. **** ******** ** * **** ***** ***** *** **** ** ********* ******** **********t* ** **** ******* **** ** ******* *** * ******** ****** ** *** *** ***** ****** ** **** ********** ******** ******* ******** ***** *** ******** **** ** ******* *********** 

  Customer response

  10/10/2024

  
  Complaint: ********
  
  I am rejecting this response because the business is misrepresenting the facts in this case, and failing to take responsibility for the damages directly caused by their improper and negligent renovation of the bathroom shower. This led to water leaking onto my second floor hallway as well as through the ceiling and onto the main floor. This water caused damage (warping and buckling) to my hardwood floors, as the water had been pooling underneath the floors for some time before leaking through the ceiling. At the time, Breezecomb agreed to pay for the replacement of a matching hardwood and installation. I am seeking reimbursement for the cost of the flooring repair/replacement, as they had originally committed to.

  I am not trying to disparage their business, rather I would simply like to hold them accountable for the damage they caused and promised to reimburse me for. If I was trying to negatively impact their reputation, I could have posted negative reviews online and shared my bad experience for others to see. My intention has always been to deal fairly and amicably with Breezecomb, and I would simply like them to honour their commitment. Specifically, ****** *** (project manager) agreed to cover the cost of finding similar hardwood and installing it. Alternatively, he said that if I had the work done with another trades person, they would pay for the cost of the materials and installation to the damaged areas. The business is now going back on that commitment and pushing a false narrative that the warranty period had elapsed. I have dozens of photos and dates of all interactions with ****** *** and Breezecomb. With respect to timelines, the work was initially completed in October 2021, and the leak was reported to them in November 2021, and again in January 2022. This was well within the warranty period. If ****** *** were to call me and commit to being honest, he would acknowledge the above to be true. 

  Additional commentary:

  Breezecomb seems to be mixing up two separate issues. The issue I am focused on with this complaint is the damage caused to my hardwood (see above). In their response, Breezecomb seems to be referencing their improper reinstallation of the shower mixing valve. This was initially installed correctly in October 2021; however, when they came back to address the leak, they did not reinstall it correctly, and it led to knocking of the shower pipe upon turning the water off. In February of 2022, I had a professional plumber inspect the mixing valve and he was able to see that the mixing valve had been improperly installed. This was causing low water pressure, particularly for cold water. Regardless of whether the issue was caused in October 2021 or upon their second visit in January 2022, the fact remains that it was their improper installation that led to the knocking pipes, and I notified them well within the warranty period. Regardless, this issue is of less concern to me, and I have since paid out of pocket to have the mixing value fitted properly.  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  30/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** **** ******** * **** ** *** ***** ********* *** ********* ************ **** ******** ***** *** ***** ** * **** ** *** ******* ** ********* I would like a refund of the $274.59 in addition to the completion of the job. Which is still outstanding. Here is the letter that I sent the company twice via email and have not heard any response to date. The Manager On Friday 13th at 2:00am I woke up to find the furnace not working, the temperature in the home was 62F and very cold. at that time, only I (85 years old) and my wife (83 years old) at home. So we need our furnace get fixed a.s.a.p. I called your customer service representative Michael M. who could not provide a serviceman at that time and authorized me to get a third-party serviceman to fix the furnace and get refund from your company. At that time he reviewed my contract and verified the furnace has a warranty of 10 years for labour and parts. I called many service repair companies but could get no one to provide the service. At 9:am "******* *******" called and offered their services for 12:00 noon, I told "******* *******" I will need to call "Quality Breeze" before I could confirm their appointment. Because I would like to double check whether "Quality Breeze' have service technician available or not first. I made several calls to "Quality Breeze" in more than an hour period and the answer was always "call back do not leave a message". ******* ******* came at 12noon and did the service, ******** Invoice #***** is their bill for $274.59 which I paid and am requesting a refund under the warranty, as well there is a recommendation for a new gas valve to be installed, checked and adjusted. Please call me at ************ to set up an appointment to have the work done. Thank you. **** **  Second email request below The Manager Please be advised that a week has passed and I have not been contacted, this matter needs your urgent attention. Thank you **** ****

  

  Business response

  24/04/2023

  Hi sorry for the late reply since I didn’t realize we need to reply it in the beginning.

  So customer contact us early morning informing his furnace is broken down, we can arrange the technician the same day, but he asked other contractor to come in the morning. I can understand he is very rush since it’s very cold that day, but normally we can’t cover the cost if customer ask contractor himself, and we can come to fix the same day but we can’t guarantee the technician can come right now.

  but in the end, we still refund customer the troubleshooting fee, since he is also very  reasonable and trust us.

  so I believe it’s solved in January already.

  thanks for following up this.

  Customer response

  25/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: Quality Breeze Home Service has (1) refunded me nothing, (they have no record or receipt for such a transaction) and (2) Michael M., the Company's representative, authorized me to "get a third -party serviceman to fix the furnace and get a refund from Quality Breeze Home Service company". As goodwill to this company, I have recommended this Company to my neighbors and I know that they did receive work from them as I was present at one of their installation.
  
  Sincerely,
  
  ********* ****

  

  Business response

  12/06/2023

  Hello, we responded to this customer's complaint in time, and we are still waiting for the customer's reply. Please see the picture in the attachment for the content and time of replying to the customer. If we receive a reply, we will update it in time, thank you

  Customer response

  26/06/2023

  
  Thank you, for resending the link to the portal.  When I accessed the portal, I noticed that the claim has been closed.  I would like to reopen the claim because the money received is $180.00 instead of the full amount owed of $274.59. Also, ******* ******* recommended a new gas valve as the current one is passing gas and the furnace can explode. Thank you very much.
  
  **** ****

  

  Business response

  12/07/2023

  We have email-transferred to this customer. ****** *** *** ***********

  Customer response

  14/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:There is still a new gas valve to be installed, checked and adjusted as recommended by ******* *******. With the second payment there is now an overpayment of $180.00. I will be withholding the $180.00 until this work is completed, at which time I will make the refund. I do not want the original contract to be modified. Thank you.
  
  Sincerely,
  
  ********* ****

  

  Business response

  17/07/2023

  Hello,

   According to the email, we have already made a deal with the refund amount of $274.59. We have no reason to refund a new $180.

  Customer response

  20/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: To reiterate, their is an overpayment of $180 by the defendant, which I will refund when the complaint is satisfied. To satisfy the complaint, the gas valve has to be replaced, adjusted and checked as recommended by ******* *******. I do not want the original contract to be modified or changed. Thank you.
  
  Sincerely,
  
  ********* ****

  

  Business response

  14/08/2023

  Hello,

    Regarding the extra invoices you provided we could pay you through Email-Transfer, however you will have to promise us to remove this complaint from our bbb, in that case please send a text message or give a call to our sales Bing: 519-781-7458 and provide him an email address that you would like to receive your refund. Thanks you

*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. ↩