ComplaintsforVancouver General Contractors

• Initial Complaint

  30/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed a contract with Vancouver General Contractor about our en-suite and the powder room renovation project in Jan 2022. Then I had two meetings with the interior designer to finalize the costs for the scope of work and the materials we chose during Jan to Oct 2022. The whole process took me more than 9 months. Since I signed the contract I was not contacted with the project manager again. The materials recommended by the company did not meet my expectations I chose to buy the materials myself and decided to renovate on the en-suite only. In July, they threatened me to apply $200/day if they were not able to start the project. All materials I purchase were sent to the designer in Aug/Sept. I had not been contacted until I followed up. In Oct this year, i came to the office to approve the quotes and designs which were verbally agreed back in April or July. This is the last to do they requested from me before they could start the project. They did not start the project until I follow again in Nov. and i asked for other options if I were to terminate the contract. VGC asked me to pay the remaining balance owing including the back charges since August and the 22% administration charge. However, nothing was done to the en-suite at this point with the 30% deposit made in Jan $10128.77. I decided to continue with the project if they could get the process started and get it done by the year end. A new project manager contacted me to coordinate with the project. He asked me for the payment again in our first meeting. I asked for the adjusted cost of the remaining work as they are not required to renovate the powder room. It was not provided to me within a month after I followed verbally and in writing a few times. The crew did not show up or late to get the job done and asked for access to the house without notice when they were outside of our house. I doubt the companys business practice and do not believe they are acting in the clients best interests. I need help to resolve this dispute. I do not want to be fooled around and continue delaying the project for no reasons. Thank you

  Customer response

  04/01/2023

  If the company is not able to finish the job with the clear breakdown of the cost estimates  for the scope of remaining work and the timeline, I would like  the partial refund. 

  
  

  It has been taking too long for them to get the job done. If they are not able to get thee job done in a week, I would like to request a partial refund. 

  Thank you. 

  
  

  

  Business response

  18/01/2023

  Good evening, ****
  Id like to assure you that your project is our priority, and we intend to complete the work as soon as possible. The project was progressing efficiently, and demolition work was completed on time/schedule. 
  
  There were several challenges when our trades were not granted access on multiple occasions, and were not given enough time to fulfill the tasks assigned. We suggested access resolutions/arrangements but unfortunately the resolutions were not accepted. We made attempts to reach you before and after the holidays to arrange a meeting with you, discuss the scope of work, costs, and proceed with the work, but we did not get a response to our message.
  
  At VGC, we will go above and beyond our duties to complete your project with great quality and efficiency. I will contact you tomorrow, Wednesday, to arrange a site meeting with you and resolve this matter ASAP.
   
  Best regards,
  
  
  **************

  Customer response

  18/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  I have no faith in the way the company is doing business.

  If the company  not able to provide me with the final costs to finish the project in 5 business days and amend the payment schedule based on the new final costs, I would like to proceed further with the company and also request a reasonable refund without the administration fee.  I did not cause any delay on my end during the process. Thank you.

  Sincerely,
  
  *** ***************

  

  Business response

  19/01/2023

  Hello ***,

   

  This is ******* and I am the owner of Vancouver General Contractors, I have emailed you but you requested that I respond to you through BBB. I am happy to accommodate your request and here is the cost to finish the project.

  Your Original budget to do the ensuite as well as the powder room is $33,762.55

  The powder room credit is $5,375.09

  The new total for the project is $28,387.46, you already paid a deposit of $10,128.77 when you signed the project, and the remaining balance is $18,258.69. 

  We are not going to charge you the 22% cancellation fee for the powder room which is $1,182.52 in good faith, as we just want to get your project completed, since we have purchased the materials and the trades are on stand by right now. 

  You next payment that is due right now is $4,064.96 which is due at the start of demo. 

  Your remaining payments will be the following; Start of Drywall $8,516.24, Start of Painting/Flooring $2,838.75, Final Payment at completion $2,838.75. 

  I believe this is a fair solution to your request, and I want to finish this for you because we have all worked so hard to get to this point. Karar is excited to work with you, and I assure you he will be a lot more effective in communicating and ensuring that trades show up when they say they will. 

   

  Please let me know if this is acceptable and I can action everything to get this project moving long. 

   

  Thank you, 

   

  Customer response

  19/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The costs for the remaining scope are way higher than the fair market price. The original costs include $7500+ of materials, what is the total material cost of the remaining project? I already paid for the large items and accessories out of my pocket. If the remaining cost for putting the tiles and installing the toilet, bath, fan, lighting and shower are $18k+, this is not acceptable to me.

  Please amend the costs or process the refund as soon as you can. Otherwsie, it doesnt make sense for me to proceed further with VGC 

  Thank you.

  
  Sincerely,
  
  *** ***************

  

  Business response

  02/02/2023

  Hello ***, 

   

  Thank you for your patience, as there was a lot of information for me to gather. I have spoken with all my team and I can confirm that the last price we gave you was accurate for the ensuite bathroom with removing all the items that you are supplying and the powder room. 

  I managed to bring it down to $28,059.87 with all taxes in. I have attached the scope of work and the allowance sheet for your review along with the design package.

  It is true that you removed items from the scope and and cancelled the powder room, but the fact remains that there is still a lot of labor involved in the renovation. We are tiling the entire bathroom, as well as doing a lot of electrical work with accent lighting. I think the design looks beautiful and you will be very happy with the end result. 

  If you want to decrease the cost, I am happy to make some suggestions. There would be costs associated with the revision of the plans, if we decide to do that. Some things you can consider is removing a lot of the tiles on the walls, although they are nice they are not required. Also we can remove the accent lighting using LED, again although it is nice it is not required. Another is removing the custom millwork, as well as the niche. 

  You have to keep in mind labor costs are the highest they have ever been and we value of trades and want to pay them fair market value. The cost of this bathroom renovation is not outside the norm. We have don't a lot of bathrooms projects and your bathroom cost is right in line with many others if not even lower. 

  If you decide that you do not want to move forward, there is a cancellation fee of 22% of the remining work and we will bill for all the time and work we have already done. At this stage if you cancel, you would end if owing VGC some money, but if you want to cancel, we will gladly just wave what we are owed and both walk away. 

  Please let me know what you would like to do and I am more than happy to accommodate you. 

   

  Thank you 

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

  Customer response

  02/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  this is my final offer to continue the project with VGC without going further with this complaint. I received the quote on renovating the en-suite alone for $23,944.37, including $4,817.8 on materials. Since I already bought the materials suggested in the budget such as toilet double sink, tub, bathroom accessories and wall and floor tiles. The scope of work is only $19126.57. After the first deposit, the remaining balance owing should be around ****. Please let me know if you would like to move forward with the proposed solution. 

  I cannot accept the proposal of walking away without receiving any service provided by VGC for my over 10k of the initial deposit.

  thank you. 
  
  Sincerely,
  
  *** ***************

  

  Business response

  07/02/2023

  Hello ***,

  
  

  We can match that price, but that means that we will need to match the exact scope. The scope you have there is not exactly the same as what you have asked for on the final drawings.

  
  

  If you can scan all the pages and send it to me, I will gladly match it line item by line item, and let you know what the cost is exactly.

  
  

  But that scope does not include tiling on all the walls for example.

  
  

  Thanks 

  Customer response

  07/02/2023

  Hi *******,
  
  This is 100% not true. When *** ( the project manager) went through the quote with me, he did not go through the items line by line with me. Based on the trusted relationship I confirmed the details with him verbally and thats why I wrote the notes on the cover page what is included. I made sure the quote is for the tiled bathroom entirely. From day 1 I already made up my mind to tile the whole bathroom. 
  
  Thats also the reason why I filed the complaint. Your company business practice is very questionable. Even though I signed the contract and the contract says it supersedes all prior negotiations, representations or agreements either written or oral,  both parties to the contract must keep their words and make every effort to carry out the duties. 
  
  I did not do anything wrong on my part. However, the lack of actions on your side  will constitute what is described as a "breach" or violation of the contract. I paid a price for someone leading the project. But a project manager did not show up or communicate with me ever since the contract was signed. Interior designer was not helpful in sourcing the right materials to match the design. I ended up buying most of the project materials myself.   VGC did not start the demolition 10 months after the contract was signed. VGC simply failed to fulfill their contractual responsibilities in the manner specified in contract provisions.
  
  Thank you.
  *** ****

  

  Business response

  07/02/2023

  Hello ***, 
  
  Thank you for your reply. With regards to the scope you signed off on, we did create 9 different variations of scopes, as there was a lot of back and forth with you and ***, that being said you decided to move forward with a scope that is outlined in what you signed.
  
   Also, we did not start your project because there were months when you did not reply to any messages, calls, or emails, and we have all of this document. We do our best to service our clients, but it seems that there were challenges in communication and correspondence early on your part. 
  
  The costs that I am using to create the revised scope for only the ensuite, are based on the prices of when you signed the contract and not today's prices. This would have been the price then, and I am willing to honor this price now.
  
  We are an ethical company and we do close to 70 jobs a year, and this is the first time that we have had a complaint of this nature. Again like I said before I am happy to work with you on this but there has to be a reasonable understanding, and not just simply saying a random number of how much you feel you should be paying for this renovation. 
  
  I look forward to hearing back from you. 
  
  Thank you,  

  Customer response

  07/02/2023

  Hi *******,

  
  

  I did not believe your crew communicated clearly to you

  And shared the truth with you. All the numbers I provided were based on the evidence and verbal

  communication. The 9 different variations of scopes were created before the contract was signed. 

  The hours spent should not be included in the scope of labor of the project.

  
  

  I did not receive any updates from Mahsa from February to

  Mid May. I always responded to the requests by phone, texts and emails. Someone

  dropped the ball but not me.

  
  

  VGC had the responsibility to follow up and get things done, the responsibility seems to fall on me. 

  I got penalized and was threatened to be back charged the admin fees if the project was

  Not able to get started by August.

  

  Business response

  09/02/2023

  
  Hello ***, 
  
  Thank you for letting me know about the scope that was presented to you. Can you please scan it and send me all the pages so that I can look it over please? The option I have is different from the one you sent me, as there were changes made and that was the option you signed.
  
  Once I receive it, I will go over it line by line and compare it to the options we have on file. 
  
  Thanks
  

  
  

  Customer response

  31/03/2023

  I already declined to response when ******* asked for it. I will proceed with the arbitration. I do not wish to spend time on negotiating a better offer with VGC. I had been doing this for over a year with them but nothing got done to my benefits. Their prices are out of the reasonable range compared to the market.
  
  I am not obligated to provide the scope at this point of the process but I am happy to do so upon the arbitrators request.
  
  Thank you.
  
  *** ****
  

  
  

  Customer response

  12/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I will not share the information with the vendor to keep the negotiation going as it has been a waste of time. I need a neutral third party to resolve this issue as soon as possible. I will provide the information to the arbitrator when the arbitration process is started.

  Thank you.

  
  Sincerely,
  
  *** ***************

  Customer response

  14/04/2023

  
  Complaint: ********
  
  I am rejecting this response because I had a verbal agreement with *** after going through the proposal of doing the en-suite only  that the design included tub tiles wall tiles niche and the niche with LED. Please see attached. Thank you. 

  
  Sincerely,
  
  *** ***************

  Customer response

  15/05/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

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

  

  Business response

  16/05/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

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

  

  Business response

  16/05/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

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

• Initial Complaint

  01/10/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I came to know about this company through ******** to get my home up-gradation done. They sent me an estimate of $50000-$100000 for the job. They asked me to deposit $7500 which will be adjusted towards the construction cost. They described that all drawings and 3-D visuals will be provided and will be supported by a team to get all done. They overpromised and when I went with my family to have a look at the visual nothing was shown to us. The talks were only focused on depositing 10% to confirm the job. They showed me the papers with a budget of $323000. They put me in a situation to go with them only to get a credit of $7500 I paid initially. When I approached them for a refund, they said can only refund $1600. I have not received anything for the money I deposited, no support, no revert but promises to talk once the head will return back from vacation. They ****** reviews also mentions some kind of reviews I need help to get my refund in full, the money I paid for nothing.

  

  Business response

  04/10/2021

  Mr. ****** approach VGC for a site consultation to discuss their renovation plans. Our Project Consultant Sal went out to meet ****** and discuss what they are looking to do, and discuss the VGC process. Sal explained to ******, that inorder to get an accurate quote for what they are looking to do, they would need to get a design first, which is best practice, and keep everybody on the same page. Mr. ****** agreed to to that, signed off on the design and gave VGC his $7500+GST payment. VGC then went out to the home, measured the entire property, drew the existing condition, as well as create the new design for the home. 

   

  Sal then invited ****** and his family to review the design as well as the scope. ****** was very happy with the design, and the 3D renders, which are attached to this response. ****** then negotiated a price and scope, and signed off on the build. ****** said he would provide us with a cheque after the weekend. 

   

  After the weekend ****** approached us saying that the scope is more than he wants to spend, and we said we would be more than happy to revise the scope to meet his budget. After some discussion, the expectation from ****** were such that it was impossible for VGC to meet those expectations with scope and budget. We told ****** that we are happy to help, and if he wants to explore other options he is more than happy to do so, as he only committed to the design. This is exactly the reason why we have a separate design agreement than the build agreement. 

   

  ******, then contacted us asking us for a refund of his money, because he didn't want to move forward with us on the Build. We explained that was not possible as the service for the design was already rendered, and there is no reason to even ask for a refund. In good faith I explained to ****** that I would be happy to give him a credit of $1500 in good faith, he said that was not acceptable, which is confusing because the service was already rendered. That's like ordering food, eating it, then asking the restaurant for a refund. 

   

  At this time, we are no longer interested in giving ****** any sort of credit as we are not obligated to, and this behavior is unethical and we will not condone it. ****** has all the documents he signed on for, and is more than happy to do with them as he pleases. 

   

  Thanks

  Customer response

  06/10/2021

  
  Complaint: ********
  
  I am rejecting this response because: There is no truth what has been mentioned there.The first email I received had a projected cost of $50000

  He made me sign on the first agreement with the proposal of $125000 as the total cost of the project.

  Everything was discussed in details about the renovation. Every change was talked about.  I did forward the video and pictures of the house. ******* involvement in the discussion took it to all together different direction and project cost tripled. 

  Sal mentioned to deposit $7800 as initial deposit, which will be adjusted towards the construction cost. The proposal was raised to $326000, which was nearly 3 times wha was presented to me initially. I was told to either go with or simply forget the initial deposit. They made agree for the deposit on different and false parameters. Initially started with $50000 and then $125000 and finally to $325000.
  
  Sincerely,
  
  ****** *****

  

  Business response

  13/10/2021

  The statement are not accurate as per ****** response. It is clear to see with the documents I submitted that the cost of $7500 is just for the design, and the client has the chance to proceed if they choose, the money for the design is non refundable as the services have already been rendered.  

  Customer response

  13/10/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  I was convinced to pay the deposit money with a commitment to adjust it towards construction cost. I paid after receiving the quotation for lease than $100000. It was a foul play to get deposit and then asking for $325000 construction cost. I have not received anything which is worth $7500. I was tricked to get into the company's trap. Didn't receive anything except those few pictures which doesn't make any sense.

  They trapped with wrong messages. 
  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. ↩