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:14/05/2023

  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.

  We have an ongoing contract with Impressions Group Ottawa to stamp concrete our backyard. A staff member (*******) from that company measured our backyard on July 2022 and I paid the down payment of $4240 based on Invoice # *****. (note: my customer ** *****)
  
  After paying the deposit, some changes happened in between that caused us to request a change in the scope of the project. When we wanted to discuss that with *******, he surprised us with "the minimum mobilization and materials costs for any project of $10,500.00 + HST", which was never brought to our attention before signing the contract and paying the deposit. Also, we reviewed the contract and there is no such condition stated there. According to ******* that the installation should have started in the late fall of 2022 or ****y spring 2023. However, we haven't heard anything from them until now (mid-May 2023). They neither called to schedule the installation nor reached out to inquire about the status of the project. We tried to reach out to them multiple times but with no response. Only once time somebody (maybe the receptionist) took our call and promised that he would let somebody from your team contact us, but this, of course, didn't happen. We started to get worried and felt that we got scammed by them. So we looked for another contact to escalate the issue. We found an email of a person "****" who seemed to be the founder of the company, so we emailed him, and he responded that he would look into it and get back to us. However, as usual, no response. We emailed him again to follow up on his response, but no response.
  
  Now we are in the process of selling our current house, which is the subject of the project and will be moving to a new house. We have been trying to reach a solution with that company to change the scope of work or use the deposit towards a project in the new house without being limited by this minimum mobilization amount in our new house.
  
  We hope we can reach an agreement and that we do not have to file another complaint and go to social media and submit bad customer reviews about you due to the lack of your responsiveness. We feel that we got scammed by a Canadian company.

  

  Business Response

  Date: 23/06/2023

  We signed a contract with the client to preform work at their property.  We have tangible costs associated for sales, design and  administrators.  This is why we take a small retainer based on the scope of work we have agreed to.  The  client wished to cancel the work but our company has costs associated with making the job shovel ready.  The paymebt made at the time of agreement is non refundable.

  I am willing to move forward through mediation to seek a resolution. The client has not responded to our sales persons request to meet and discuss a new scope of work.  A new project would need to be quoted separately.  Mobilizing staff with heavy equipment comes with certain minimum administrative costs and costs to mobilize a team to preform work.