ComplaintsforWinmar Kelowna

• Initial Complaint

  27/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a flood at my house in April of 2021. Winmar did the emergecy work following the flood in April and May, during which time they manually lifted and moved our pool table away from the immediately affected area in the basement. The areas affected were the main floor and basement. We decided to do a cash payout and take care of the work ourselves and hiring our own contractors. The only work done in the basement shortly after the flood was the drywall work due to the fact there was drywall work to be done on the main floor of the house. After that, work in the basement (purchasing and installing the carpet) was put on the back burner, as the primary focus was to get the main living area done which was to be all vinyl plank so the kids and I could move back in to the house. Work in the basement commenced on Christmas, during which time I discovered that the slate had been cracked in several places in the pool table when I was cleaning the dust and balls off the top of it in preparation for it to be moved. I contacted the insurance company on January 1st, who then made SEVERAL attempts to contact the Winmar project manager. Those attempts were ignored. I checked in with the insurance company again and they tried once again several weeks later to contact the PM of Winmar. She finally responded and said it would take great force to do that kind of damage and they only moved it a few feet, and that they hadn't been in the house for a year (not true) and therefore would not take responsiblity for the damage. I emailed her back and let her know that it had not been a year and that with it being a basement, we left that work until last and had not done any work in there until December during which time I discovered the damage, and that I had several workers who could verify the table was where Winmar left it until then. I also forwarded her an email from a professional billiards establishment confirming moving a pool table the way Winmar did can do damage.

  Business response

  02/08/2022

  We were called to assist this client with a sewer backup that happened in their home on April 14, 2021.  There was a pool table that needed to be moved approximately 1 foot so that the work could commence.  The table was very carefully moved and at the time no crew members heard any cracking or noises that would resemble any damaged being caused.  No damage was reported to us at this time.  We completed our work to cleanup and stabilize the environment.  Our clients (****** ****) then elected to take over the repair portion of the job and so we completed our emergency services on April 23, 2001 and closed our file.

  We were contacted again in February of 2022 advising that the slate had been damaged and that the owner wanted us to replace the pool table.  Unfortunately, as we did not have care, custody and control over the site for almost one year, we could not take responsibility for the damage to the pool table.  

  It is our position that if the pool table cracked during us moving it, that would have been apparent at the time and reported by our staff that moved it.  We also cannot be sure that the table was not cracked prior to moving it as the felt covered the slate area and this could not be seen.  Furthermore, the table sat for a year in a work area where multiple trades were working and as we were not in control of the site we cannot guarantee the damage did not occur during this time. We are sorry to see the owner having to deal with this, however, we are unable to take responsibility for the above mentioned reasons.

  Sincerely,

  Stewart W*****

  Customer response

  02/08/2022

  The dates in the company's response are false.
  Also, as I stated, the basement sat untouched during the months it took for me to notice the damage as it was not a priority. The only trades people in the basement prior to me noticing the damage were the drywallers and they didn't need to go near the pool table.
  The pool table sat where Winmar left it until Christmas when the carpet went in and the damage was discovered. I then contacted the insurance company January 1st to bring the issue to their attention, at which time the first of several attempts to reach out to Winmar were ignored.
  As stated, I have email confirmation from billiard professionals that the pool table should not have been moved in the manner it was and very well can crack the slate, as was the case here.

  Business response

  08/08/2022

  We would like to have Kelowna Pool Tables come to site and perform an assessment.  Please let us know if you are in agreement with this.

  Sincerely,

  Stewart W*****

  Customer response

  19/08/2022

  Okay, thank you.

  
  

  My response is yes, a billiards professional can take a look at the broken slate.

  Business response

  31/08/2022

  There is nothing new to clarify.  Please advise what you would like us to clarify.  

  - Jay R****

  Business response

  31/08/2022

  Yes I believe the owner has sold her house and I'm not sure what happened with the pool table.  

  -Jay R****

  WINMAR

  Customer response

  09/09/2022

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

   

  I have no idea why they think the house has been sold and dont no where the pool table is as a result.  My last message response to their last message was yes, to theor request to have someone look at the table.  No one contacted me after that so I don't know where they got the idea from that the house was sold.
  
  Sincerely,
  ****** ****

  Business response

  09/09/2022

  I have left a message for ****** with my cell phone to setup the inspection.  

  -Jay R**** 
  

  Customer response

  18/09/2022

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

   

  I would like to know why Winmar thought the house was sold and why that was their response considering in my last response I agreed to have someone look at the table. And also, I still have no messages, nor have I been contacted from anyone.  

   

  Please speak to why you thought the house was sold and evidence attempts were made to contact me, as something doesn't seem right here.

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

  Business response

  19/09/2022

  Hello ******* 

  I just left another phone message for you on the number that is provided on this website.  It said to leave a message or send a text so I sent a message.  Regarding the comments on selling your house.  I know the previous owner ***** ***** of your house and he mentioned that you were getting the house ready to sell. 

   

  Please call me on my cell phone when you get this message.  *************** 

  Jay R**** 

• Initial Complaint

  13/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last September 2021, there is a water leak that came from the upper unit. Our unit is in the 1st floor, and we have 3 students renting the unit. A week later they came in and check the damage and in the afternoon they provided 3 big fans to dry the wall, two in the kitchen and front door and one in one of the bedroom besides the kitchen. After a month, there is no communication from Winmar with regards to the date they will remove the fan because our student tenant already affected health and study due to the cause of noise running 24/7 for a month. After a week they came and removed the 3 big fans and they told us that they will come back to make a hole in the kitchen ceiling, kitchen wall and one in the bedroom. Also they removed a partial flooring in the kitchen area and the door entrance to the unit. After that we didn't receive any communication update from them. We are the one who always initiate the conversation/discussion with regards to the status update of the repair in our unit. After several months, there is no update. Finally they contacted us last February 2022, and the restoration manager ask us when will the student will be off so they can start the repair. We told them month of May, all our student will be off for summer. We even give them our key to the unit. 1st week of June passed, no communication from Winmar manager. 2nd week of June, we called the restoration manager to get a status update and we are shocked to find out that he resigned from Winmar and nobody informed us. Also we contacted the strata insurance if they knew about the resignation of the assigned restoration manager, and the strata insurance told us that they don't know about it. They left us hanging and it is unprofessional. Until now June 11, 2022, no status update and our unit is still a mess, even in the hallway of the strata bldg, they left a big hole. We hope you can help us resolve or escalate our issue with regards to Winmar.

  Business response

  07/07/2022

  Thank you for your notice of these events.  We apologize for the unprofessional experience you have received on this claim and as a result have hired a new manager to take over this job.  Your new manager has bee in contact and will work with you and the trades to finally complete this job for you and the strata. If you need any further assistance please reach out to me the owner Jay R**** and I will assist in any way I can to help resolve the issues for 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. ↩