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Destinations Seniors Downsizing

Calgary, Alberta, Canada, T2J 4C2

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Destinations Seniors Downsizing Reviews (%countItem)

My *** year old mother in-law contracted Destinations Seniors Downsizing to clean out her home, contract a mover and set her up in her new location.

We have no issues with the job that was down and have relayed our appreciation for the work that was done, however my mother in law requested clarification of the billing and asked me on her behalf to ensure the billing was done accurately.

I have been e-mailing with *** the business owner since December in an attempt to get clarification of the billing. While I have had replies, they never address the specific questions I have about the time sheets that she submitted to justify her billings.

The contract provided an estimate of hours and said that actual hours would be billed at a rate of $55 for move related work and $50 for cleaning.

I have repeatedly asked for an explanation to what appear to incorrect entries on the time sheets or potentially duplicate entries which may have resulted in over billing. These include an entry that shows *** worked 11.5 hours on November 8. My mother in law claims that nobody worked at her home for 11.5 hours on a single day. There are also 5 entries under the category remove chemicals to the dump or drop chemicals to the dump. There only would have been a requirement for one trip to remove chemicals. There was also a dumpster rented for the rest of the garbage so trips to the dump were not required for them. She has also entered time for herself of 2 hours on Nov 8 under "meet the movers" and then again on Nov 10 for 3.5 hours under "meet the movers" and then another entry for Nov 10 for 3.5 hours with no description. Seems like the 3.5 hours is a duplicate and the movers only moved on Nov 10 so why did she meet them on Nov 8'

In addition, although *** agreed back in December that she had incorrectly billed 10.5 hours of cleaning at $55 instead of $50, she has yet to refund that amount as well.

I have some further concerns but do not have space to outline them here.

Destinations Seniors Downsizing Response • Apr 23, 2018

As per out conversation this week please see the information and back up to the follow complaint.

On September 30th 2017 I met with *** and her daughter *** Best to discuss downsize and move to ***. I sent them an estimate for Phase 2 on October 2nd, 2017. I have *** a copy of the signed estimate below. It included the clean out of the house once *** had moved to ***. The family had told me that ***'s son would be packing her and moving her. I did mentioned that it difficult for the son to pack all her personal items and then unpack them...not really what the son should be doing. So I mentioned that we would supply Phase 1 hours estimate to include 25 hours of our labour for packing and 4 hours of the movers. I have *** the Phase 1 estimate below.

We were 2 hours over budget for packing
The movers were 2 hours over budget due to the suite not being ready, however *** did receive a cheque to cover that cost from ***
We also hung all the pictures in her suite which was an additional 3- hours which we invoiced her for. Please keep in mind her son did not hang the pictures when he was there and she had a lot to hang.

I also did personal shopping for *** for items she requested that I did not charge her time and mileage for and it is on her final invoice. I also did all her *** & *** telephone transfers which took over 3-hours which was also not charged for and *** did sign the time cards.

On phase 2 we were over budget 10.5 hours and it was cleaning to the home for the new owners. I did contact the realtor to see if the house was being renovated so we would not have to do a deep clean. I included *** in the email. I was informed by the realtor that the house needed a deep clean. Everyone involved received that email.

We failed to charge *** our cleaning rate of $50.00 per hour we charged our standard rate of $55.00 per hour so I do owe her $52.50, including GST which I'm happy to pay via bank draft.

I have included before and after pictures below. Just to be clear the house was a complete mess and we went through 1-30 yard dump container and 1 dump run after the bin was full and taken away. All receipts are included in her invoice.

I have also included home work that we asked *** to do as well I sent a copy to *** for her files. We are very detailed and we do not want any misunderstandings.

We were over budget on hours I concede that however, it is not an exact science and we do have the clients initial that if we go over budget it will be added to the final invoice.

***, because we work with seniors we make sure we get signed and initialled copies of everything, however I do not record my conversations with clients. Quite frankly in 13 years I have never been involved in this type of situation.

***

As I mentioned I did send before and after pictures to the family through we transfer, which they never opened. I was in contact with *** throughout the whole process. After the invoices we paid she had her husband do all the follow up when he was never on site and has no idea what we went through to get this job done. As I mentioned to *** if *** was not capable to sign contracts then the family should have signed it. I should stipulate that *** was there when *** signed the Phase 2 contract as well *** gave me a deposit. No one seem to have a problem at that time.

***

Lastly, this was a very difficult job and client she did not make it easy for us along the way.

Please call me if you have any questions

Kindest regards,

***
Destinations Seniors Downsizing

Customer Response • May 06, 2018

(The consumer indicated he/she did not accept the response from the business.)
***'s response does nothing to address the questions in my complaint. I did not state any issue with the contracts, I even said in my complaint that we were appreciative of the work done and had no issues with the end result. My complaint was about her unwillingness to explain the time sheets she provided and I *** to my complaint. She did not answer any of the questions I had about her time sheets. Her time sheets show *** working 11.5 hours on a single day (Nov 8) which seems unrealistic and *** claims nobody was there that long on a single day. On one time sheet, *** shows an entry for herself on November 8th for 2 hours that says "Meet the movers. Load for new suite." and yet the movers were only used on November 10 so how did she meet them and load two days before they arrived? November 10 includes an entry for herself for 3:30 hours that also says "Meet the movers. Load for new suite" which makes sense however on another time sheet, she has another entry for herself for 3:30 hours on November 10 with no description. I raised the question if this was a duplicate as it seems odd she would have two entries on the same day for herself for exactly the same length of time. She also has 5 separate entries that say "remove chemicals to the dump". First, no trips to the dump should have been required as we paid for a dumpster to handle all garbage and any chemicals should have been removed in a single trip to the fire hall. Just looking to understand why that description was used so many times?

Once again, we are not disputing the hourly rates, we have no issues with the additional charges (for mover, packing supplies, dumpster cost etc) the content or estimates of the two contracts or the end result of the job. However, the contract states that the hours are an estimate and that the actual hours is what will be billed. As the hours billed are what is shown on the time sheets, we do have questions about the time sheet accuracy as per my questions above. I have not requested a lawyer to provide affidavits from her staff, I have just asked her to provide explanations to the questions I had about the time sheet entries.

I have previously told *** that I am not convinced that the total number of hours worked don't actually add up to the number of hours she has provided, however I struggle with some of these entries on the time sheets and simply want explanations for the questions I have raised. *** states that because she works with seniors she is very careful about documentation etc. I agree that accurate documentation that you can explain is critical when you are dealing with seniors. I am simply asking her to explain entries on her documentation.

As for the overbilling on cleaning of $52.50, *** responded by e-mail in December that she would be happy to pay that back with a bank draft when I pointed out that she had billed it incorrectly. She once again stated on another e-mail in February that she would be happy to pay it back with a bank draft and now in her response to the Revdex.com she says she would be happy to pay it back with a bank draft. My question is if she agreed in December that she had overcharged why hasn't it been repaid 5 months after she agreed to?

There is no need for *** to supply invoices or scan information. If she had have "recorded conversations" they would not be helpful as we have no issues with any of the agreements made verbally or written. Our only questions are around the documentation she provided that shows how the hours were worked. This does not require any other documentation or recollection of conversations. It is a simple request that has been repeatedly ignored including in her response to the Revdex.com.

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