Business ProfileforBaeumler Approved

In 2019 we completed some major backyard renovations. In investigating and interviewing several contractors, in the end we decided to go with two that were "Baeumler Approved". The name itself, "Baeumler Approved", in my opinion would essentially lead someone to believe or assume along the lines of "I, Bryan Baeumler, approve of these contractors" (yes, Baeumler approved is very clear that their CYA is that they are not responsible, understood). We've been disappointed with the quality of work of both Baeumler Approved contractors. The one at least engaged and made good on the poor quality with financial compensation. The other however, in my opinion, poor quality of work aside, is not honouring a warranty and has completely disengaged. After a year's long attempt to "work with" the contractor (who, in my opinion, has been extremely passive, protracted, evasive and non-committal for an offense that is blatantly egregious) decided to submit a complaint with Baeumler Approved.
A very detailed complaint (i.e. media/photos/videos, contracts, audio clips, copies of correspondence, etc., either attached or available on ****** Drive share) was submitted to Baeumler Approved the afternoon of Sunday July 11, 2021. Baeumler Approved acknowledged receipt the morning of Monday July 12, 2021, citing (amongst other things) that "We at Baeumler Approved take complaints against our members seriously" and "Please rest assured we have policies in place to ensure that to the extent possible all Members abide by our terms of membership and treat all customers as we expect". 2-weeks later, Monday July 27, 2021, after hearing nothing from either the contractor nor Baeumler Approved, I followed up with Baeumler Approved and was told that "At this time our staff are reviewing the issue and have reached out to the contractor regarding the issue" and that they "cannot provide me with a timeline, each issue is dealt with on a case by case basis". Another 2-weeks later, Monday August 9, 2021, after still hearing nothing from either the contractor nor Baeumler Approved, I called the number listed on the Baeumler Approved ******** page - that number is for *********************. The person I spoke with was gracious enough to provide their email address and offered to forward along my concerns to Baeumler Approved. Having still heard nothing, later that week, the morning of Friday August 13, 2021, I emailed Baeumler Approved and requested simply some sort of status update or expectation setting, requested by end of day Monday August 16, 2021. There was no follow up, no status update, no setting of expectations. 5-weeks, zero.
I've now decided to submit complaints against Baeumler Approved. As I said, we've not been impressed with the quality of work of two Baeumler Approved contractors, the one in particular, in my opinion, being egregious. If you should end up attempting to deal with Baeumler Approved, you may find, if this is telling in some way, that it's a challenge to identify even a physical location for Baeumler Approved, or a phone number, or a name to go along with any correspondence - it's all generically and anonymously "Baeumler Approved Staff". In my opinion, one might almost get the impression these are strategies and tactics to avoid responsibility, accountability, and complicity. As stated earlier, Baeumler Approved is very clear they are not responsible. But if their approved contractors have no accountability and act with impunity, what exactly is the purpose of "Baeumler Approved". The whole experience has been thoroughly disappointing.
Bottom line - 5-weeks, no status, no setting of expectations, ample attempts to contact and engage, nothing. I am at a loss. I would never have imaged the Baeumler name to be associated to such an experience.

In response, Baeumler Approved only received a complaint in regards to one member company. We responded promptly to the complaint, collected information from the complainant, and allowed the company involved to provide their side of the story. It is our policy to provide both parties with the opportunity to address their concerns and propose resolutions. In this case, the company acted in good faith and offered to resolve any legitimate issues with work.

In regards to delays or "ignoring" of the client; our staff responded to Mr B. multiple times through email (July 12, July 26, July 27) We let the complainant know that a report had been brought to the contractor and the contractors response/resolution was pending. After our staff received multiple calls, an erroneous review for ***************************** on multiple platforms (an entity having nothing to do with the complaint) and a refusal from the complainant to accept our procedure that was clearly outlined, we terminated communication.

We take complaints against our members seriously and if a member company is found to be in contravention of our code of conduct and/or does not provide an acceptable resolution or remedy to any complaint, we do not hesitate to suspend a member's status if they are found to be in contravention of our code.

On July 27, 2021, the last email correspondence received from Baeumler Approved stated "Unfortunately I cannot provide you with a timeline, each issue is dealt with on a case by case basis". The original complaint was submitted to Baeumler Approved on July 11/12, 2021, and with the contractor approximately a year earlier on August 4, 2020. My last email correspondence to Beaumler Approved was on August 13, 2021, ~5-weeks after initial complaint submission. At no time whatsoever did Baeumler Approved convey any information other than acknowledging receipt of the complaint and that it had been forwarded to the contractor. If Baeumler Approved was doing anything behind the scenes, any and all such action was not disclosed to the complainant. That is it, that is all, absolutely no other correspondence nor relaying of information whatsoever. As far as the complainant is concerned there was no "proposed resolutions" disclosed, and how exactly would Baemler Approved know if there as any attempt "to resolve any legitimate issues with work"? Baeumler Approved did not at any point whatsover contact the complainant to ensure satisfaction with their member contractor.
re: multiple calls = 2, return calls = 0.
re: "accept our procedure that was clearly outlined" - in my opinion, referring to the information on the Baeumler Approved website under "What if I encounter issues with the work of a Baeumler Approve member?" as a "procedure" is being generous.
Baeumler Approved is, in my experience and opinion "virtual" - they have no posted address, no posted contact phone number, and do not correspond with even so much as the name of the Baeumler Approved correspondent. The "virtual" aspect makes it extremely difficult to even find, or write, a review of Baeumler Approved. In my experience and opinion, there's not event the remotest clue of the concept of "customer service" - at best, I would describe my experience with Baeumler Approved as discourteous. I stand by my review of my experience. That Baeumler Approved couldn't even pick up a phone blows my mind. I submitted my review because, in my opinion, other consumers need to know what to expect should they have issue with any Baeumler Approved member contractor.