Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/12/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed a contract to get custom multifamily home build with the builder March 1, 2020. Builder finished the main home June, 2022 and advised that the secondary unit would be completed by August. Got possession Sep, 2022 got possession of the home and the builder then advised that the secondary unit would be completed Sep 30, 2022. To date the unit has not been completed and the builder keeps pushing the date back while still proceeding the construction of other units . As of Sep 2022 the builder already received 95 % of the payments 550K approx., and we are now displaced as we wait for them to complete the secondary unit. We have been waiting 20 months for the completion of this project and the unresponsiveness of the builder to get this project completed is unacceptable( see email marked No response). The builder has Inexcusable delays as to why the secondary unit is still not completed and why there has been such an extreme delay in performing the work. Builder has not been in contact to advise us the client the reason for the delays and gives use no anticipated timeline when the completion of this project that was to be completed Dec 31 , 2021 is to be completed ( see supporting evidence). All the supplies are cabinets , flooring are in the basement but no work is being done. Builder had advised completion as of end of November ( see Email marked email from builder 2 ) and to date the secondary unit is still under construction. When I advised the builder that I would filing a complaint back in Jul due to not honoring their end of the contract the builder threatened us ( See (Email marked Email from builder 1). Multiple emails attached supporting that builder has not been in contact to advise on any delays and the customer( we) have done all the follow ups. The Completion of this unit has been ongoing since Jul 14, 2022 . the home was purchased and marketed as a multi family custom home as the secondary unit is not completed both families are displaced.

  Business Response

  Date: 14/12/2022

  Tell Dear ********,
  The complain our client filed seems very unreasonable to me. Firstly, whoever reviews these complains should be familiar with homebuilding process, construction process and most importantly the new area that we are building in: Blatchford. Also please refer to section 9 (photo attached) clearly states that delays caused by materials, lumber, or any shortages are not in control of builer, due to covid as you know there has been many delays for anything (cars, phones, groceries, medicine etc.). The clients clearly lack this knowledge and think it’s a factory made product where timelines are met 100%, this is industry wide problem in home buildering for the past 2-3 years since covid started and currently ongoing. The clients have been threatening us with these complaints and we have told them to look at industry wide issues and clearly aren’t understanding. I would like to be clear, in building or construction the contractor doesn’t make money if project is delayed, the sooner we hand over the project the quicker we make money.
  
  Before I even get into a response about the complain, I would like to briefly give you a background on the building process in Blatchford. It is not like the other communities in Edmonton where you simply build, get an occupancy certificate in place and the clients move in. In Blatchford there is a lengthy process of inspections. We are directly dealing with the City of Edmonton for our building inspections which take a enormous amount of time. We deal with the city’s architectural control, which again, is tough: the building codes in Blatchford are much different than anywhere else in the city. We deal with DESS ( district energy sharing system) because this is a geothermal community. Point being, we faced many challenges and delays that were OUTSIDE of builder’s control. We mentioned to our clients various times, in emails and in person that we are trying our best to get this project done as soon as possible and hand it over to them. We make no money by holding up construction and delaying the process. The clients keep asking us for deadlines and we have told them numerous times, once the home or basement is complete we will send them a possession letter.
  Covid was also a major factor in delays of the construction. We were short of labors and materials and even now we are experiencing the aftermath of that issue. When all this came in effect, the builders voided sales contracts and increased prices of the homes (leaving customers with no choice but to pay more now for their house). Did we do that? The answer is No. We struggled with material prices and paid much more than we were originally paying in the initial stages of the home. The clients do not understand the construction of a townhome project. We are working on 5 homes together (5 plex townhome) where the digging, foundation, framing, interior/exterior is all being done for the 5 homes together. It takes much longer than building one single family home. We build in 3 other subdivisions where it takes us 4-5 months to make a 2300 sq ft house. We complete it, no problem and the client moves in 5 months later.
  
  Most of the items listed by clients such as cabinets sitting there for long time, or other materials sitting are completely false, the cabinets were delivered and installed within 4-5 days and flooring was installed within 2-3 days after deliver. We are not sure what is the issue of providing false information ? The clients have been keep emailing us over same item again and again, any delays in construction are to be dealt with lawyers as its contractual, and they should get guidance from them, filing a complain over some meaningless isn’t going to solve the problem. The lawyers have our holdbacks for the basement, if end of the day we don’t fulfill the contractual items, they deposit is given to the buyers, it’s a simple process and clients lack in this knowledge.  
  
  One must understand the construction process here to be able to understand the delays in building. We are do feel regretful the families are displaced and we’re making every effort we can to complete the secondary unit as soon as possible.

   

  Regards,

  *** *****

   

  
  
  
  

  Customer Answer

  Date: 30/12/2022

  
  Complaint: 18512855
  
  I am rejecting this response because response below:
  
  

  Also please refer to section 9 (photo attached) clearly states that delays caused by materials, lumber, or any shortages are not in control of builder, due to covid as you know there has been many delays for anything (cars, phones, groceries, medicine etc.). The clients clearly lack this knowledge and think it’s a factory made product where timelines are met 100%, this is industry wide problem in home building for the past 2-3 years since covid started and currently ongoing. Delays in the construction are definitely not due to material delays and shortages; the builder has completed all the other units within the fiveplex. These units are mostly occupied. Ours on the other hand has continued to have delays in getting the secondary basement unit completed. From the original email correspondence with the builder the home was acquired due to the builder's marketing ( custom multi family homes). The purchasers asked if two contracts would be drawn for each unit and the builder sort to draw one contract with a possession date of Dec 31, 2021. Well we do understand delays due to Covid at no one time did we assume this was a hard deadline. However, the implied single contract clearly was not transparent and the builder misled the client on the completion timelines as at no time during the buying stage did they state that the units would be completed concurrently. The builder states material delays, however in recent conversation they noted they currently have 50 units that are currently being built. If those units are not incurring material shortages they clearly need to shift their resources in getting the basement unit completed .It is our belief that this project has taken a back sit as the builder has received a larger portion of the funds and the remaining portion is held by their lawyer. We on the other hand out the cost for the primary and secondary unit but to date ( 1 year from the agreed possession date still don't have the service we have paid for rendered).
  

  
  

  Most of the items listed by clients such as cabinets sitting there for long time, or other materials sitting are completely false, the cabinets were delivered and installed within 4-5 days and flooring was installed within 2-3 days after delivery. This is not true , as cabientes are not fully installed the unit is filthy, uncompleted. The subcontractors have on several occasions left heat running and disconnected the heat to the main home to warm up the basement unit while working. On 3 other instances the contractors have left the space heater running overnight, all this at our expense. Supporting pictures can be provided above. In recent conversation they noted they currently have 50 units & if those units are not incurring material shortages the builder clearly needs to shift their resources in getting the basement unit completed.

  
  ***** *****

  Business Response

  Date: 07/01/2023

  Dear reviewer, I would like to inform you that these homeowners are fist time home buyers, they have absolutely no experience in new home purchase or have never purchased a home before (new or old). Most of the items mentioned in their complaint are own personal opinions.
  
  Recently we have met clients in person to solve some issue or come with something that can satisfy them, and basically nothing was achieved or progressed in the meeting. The buyer has told us the contract is “unclear or not accurate” and imposed many allegations such as the delay in possession, builder schedules, and many more items which are their personal opinions. This is a contractual matter, they need to talk to there lawyer, and we have recommended them many times, if this was an issue they should not have taken the possession and have consulted there real estate lawyer if they felt like the contract isn’t protecting them. We have used this standard contract for all the 40 – 50 homes we sell per year for the past many years. We have never come across a single issue like this one and over 200 deals have been completed, clearly the clients have there own opinions and need guidance. They have been keep emailing us for possession of the basement, as a builder we dont give weekly update as we have many projects going on, we only give update on major milestones and this is very typical in home building or construction in general. 
  
  As *** reviewer I request you that the homeowner is lacking in knowledge of construction, they are upset over delays in construction and don’t understand practically, so please consider these items and this case should be closed as its not meaninful to this platform and nothing can achieved other then a legal consultation. If there was any issue with the contract or items written down in the contract the buyers lawyer will never release the funds or give possession of the home or send funds to the builders lawyer. The purchasers haven’t read the contract or consulted anyone at the time of signing for make them selves comfortable with the new home purchase. The home owners have threated us many times with these complaints, calling the police for unjustified reasons and basically hard to work with. About 10 days ago, the home owner told us shes calling the police because a trademen accidentally went to her main door instead of the side door! She argued with us over and over for unjustified reason (see texts), why would you call police if a trade accidently went to your door! (he has permission to work at your home 7 days a week from 7- 9 pm. She assumed that trades have keys to enter her primary dwelling (which they dont), she got the keys from the trade and tested on all the doors to satisfy her self, she has been told us all her door keys are changed despite she thinks we enter her home and have blamed us many times in past.  This is just one of the instances but regular threats are done by the home owner in regards to consumer complainets, police threats etc., if we receive any more threats the work will stop and we will request the lawyers to realest the funds due there lack of professional behavior. If further defamation is being done by her , our legal team will be intouch with the homeowner, this is seriously getting out of hand. (see previous emails of her sending us complaint threats etc. and apologizing after)

  They are upset because they haven’t read the contract properly neither they are seeking knowledge from a lawyer instead posting a complaint here. How can *** or we solve an issue on this platform, this a contractual matter and you should consult with your lawyer. We are not here to reply back to her emails or justify our positions, we are following a construction schedule, and everything is on a accurate timeline, the clients have absolute no knowledge how inspections with the city of Edmonton work or the construction process, most of the items listed here are there own opinions. We have repeated ourselves that this is a 5-plex project and it takes almost 1.5 times more then a house and there are speciality products used in this construction such as geothermal energy, high performing building exterior, legal suites etc, despite telling them and explain them they still haven’t realised it. We have done about $6000 of extra work for them as courtesy which they are so ungrateful for (sidewalk from side entrance to front of the home $4000 value and exterior door steps on back of the home with aluminum railing $2000), we have decided to remove these items at the earliest convenience as the clients are ungrateful and have nothing but backfired on the builder. thanks!