New Life Renovations Ltd

Initial Business Response /* (1000, 5, 2014/08/17) */
[redacted]
The job was started March 17/14. It srarted later than anticipated because the area was nor...

cleared of furniture and existing flooring. Further delays in the job were caused by indecision on the customers part and extras that occured in the project.
Flooring: The customer asked if she could delete the flooring from the contract because she wanted to change it . I agreed, and ammended the contact as such and gave her a credit of $3706.00 for 660 sq. ft. of vinyl strip flooring includung labour and material. I admit I did get some what upset because all these changes and indecision were causing delays in the projest and messing up our scheduled start date for future projects. I have an email that was sent to customer apologizing for my behavior and explaining to her the what all these changes were causing and that we were willing to work with her and give her the desired product but please make decisions ahead of time so we don't have to do everything twice. [redacted]. The contract is quoted with an all inclusive cost and a detailed scope of work is included. I would discuss individual cost if so requested. All we discussed was the cost of material. The change was requested so she could purchase a cheaper floor and offset some of the cost of extras that were incurred after she changed the cabinet layout for the third time and added more cabinetry and counter top, and then did not want to pay for them.This resulted in a futther delay of several days untill she signed a change work order. Levellig floor: We had to remove a section of concrete floor under the stairs that was pored approx. 1" higher than the surrounding floor and repour it at correct height.This floor was under the stairs from the landing to the basement floor and was all closed in by framing and drywall and was impossible to notice untill the stairs and walls were removed for reconfiquration.By terms laid out in the contract this work was deemed as an extra. A change work order was signed and the work completed. The $ 9000.00 dollar payment: That was a progress payment that was submitted within the terms of the contract and which we were entitled to as at that point about $2500.00 left to bring project to completion. That left over $ 4000.00 to be paid upon completion. That sum has not been paid and no request for said payment has been submitted nor will be untill the remaining few items are completed. A[redacted].In fact we had the doors in the shop and I showed her the order that had been sent in for the vanity top.At this juncture in time the project was as is referred to as substaintially complete.The doors and counter top were installed and a few minor items.Unfortunately one of my employees chose to disregard my instuctions and installed the vanity sink in the wrong location. The sink and faucet were installed and the bathroom is fully functional and we order a new top. Remaining work: Change 36" vanity top which we now have and reinstall sink, Paint one wall on stair well were we noticed a flaw in the taping and repaired flaw, sand a joint on outside closet wall which turned out to be a problem because the customer took it upon herself to make changes to design which was designed that way to avoid that problem that change created.That change was not discussed with me which would have avoided this problem. I have email communication to that fact. Workers no longer coming to the site: We were waiting for material shortages to arrive. Cabinet doors take 4-5 weeks to obtain and we would not make trips back and forth untill we could complete more than one thing at a time. She also says that I told her she was being bothersome and I was ignoring her. I have emails showing that I was keeping her informed as to progress. The latest being July 17 when I advised her that we were waiting for vanity top and would be over asap.We have picked up the top and we will be there some time in the week of August 18 to complete the defficencies. Please be advised that the project was complete except for the 3 things listed previously.
Also I would like to advise that the project was at substaintal complete by end of May even with the extra work we did and in spite of delays caused by changes and indecision by customer.
I also informed customer of extrs work we did nad did not charge her for. i.e. Installing proper venting on rough in plumbing and and removing 20 feet of metal stud wall and rebuilding because existing wall was bent and out of plumb by 1". Under the terms of the contract we would be within our rights to bill for those extras but did not do so. As to the fourty weeks she claims, just do the math. The project was substantially completed in fist part of June except for a few minor items even with all the added work and delays. Substaintial completion is taken to mean that the space is usable.
As to the concern about paying more money, that was never brought up and never considered.
As to the cabinet in question, there never was supposed to be a brown bottom as adjacent cabinets are white on top and bottom and interior cabinet.Except for microwave cabinet as interior is exposed.
The cabinet in question was installed as such because it had sustained damage on the wood grain side ansd we installed a small section of veneer approx. 12"x12" which was stained and finished from door manufacturer to cover white gable. This is an acceptable practice in cabinet installation. Please be advised that all cabinet gables are a wood veneer and a greatnumber of doors are also veeeneers, depending on style.
[redacted]. If it is truly un accxeptable we will make changes that are satisfactory. Please be advised that we have never said we would not correct any defficiencies if they are justified [redacted]
[redacted]
We apologize for the time delay but we are doing the best we can with our existing manpower and commitments to other customers.
I have documentation to back up all that I have outlined herein and would be willing to provide it upon request.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although the job was not started until march 16 NLR was notified through email that they could proceed on March 5, 2014
When I was asked to come and select products and colors finishes etc- I was in to the office that afternoon and chose everything - no delay on my end.I did receive a call from [redacted] indicating that his supplier did not recommend the product that I selected for the countertop related to possible poor appearance of the product at the mitred seam. I again was in to his office that very afternoon to select an alternate product.
I did decide to change my mind on the flooring product that was on hold as I was unhappy with the edging that would be avail for the nosing of the stairs, [redacted] recommended that I go to the "[redacted]" place immediately across the street to see if there was a product that I liked better. I did so after leaving his office and found a suitable product within one hour of being in the other store. I was going to have the [redacted] people install the floor but [redacted] stated that he could get a better price than I could.When I mentioned the additional savings this product could offer based on the deal that was being offered to me through the floors now people and then pointing out that [redacted]'s price would be even better, be became hostile and yelling and I was in tears before he left my home.
In order to proceed with the work I felt that it was best to have [redacted] do everything except the floors as this was clearly a sore point with him.
As far a changing things that were semi completed, I did ask for the workers to move a single light in the basement that was not in the spot that I had discussed with them prior to placement. I did also request that the bathroom light be changed as they placed a single light where I had planned a dual light system - [redacted] was emailed this plan for two lights on February 8, 2014.
Also when I brought up concerns about the ceiling being done very patchy (splatter tech)[redacted]'s response was that it was already done and would be too much work to remove. [redacted] and his team did then proceed to remove the splatter without difficulty shortly after.
In the kitchenette area beside the sink a cabinet was installed upsidedown and therefore the area that was supposed to be brown was white. Instead of reordering the cabinet, they placed a veneer on the white side that is pulling away. Also the veneers that were placed under the counter overhang are pulling away.
When I went in to speak with [redacted] directly about my concerns that the company was most likely ordering in piece orders, I was demanding copies of orders submitted to their suppliers. They refused. I then wanted to confirm that they had at least reordered the counter top that was cut in the incorrect spot in error and instead of supplying me with confirmation of that they provided me a document of an order for just two doors dated June 19 - [redacted]
On June 24 I provided [redacted] with a list of deficits and a letter of concern about the work not being completed. Since then I have discovered even more dificiencies - the list is quite long.
On Aug 4, 2014 I sent a message requesting to get restarted with the project and to please call or email me - [redacted] did neither so I contacted the Revdex.com
I also have documentation to support my position
Thank you
[redacted]

Initial Business Response /* (1000, 15, 2015/01/26) */
NEW LIFE RENOVATIONS LTD.
XXXX XX AVE.
LEDUC, AB.
[redacted]
[redacted]
RE: Case # XXXXXXX
Having not heard from the customer for 4 years we naturally assumed that any problems had
been rectified....


When the manufacturer contacted us and informed jus of an ongoing problem I did discuss it
with them and their solution was not satisfactory to us. They were going to contact the customer
again and I never heard back from them and was not aware of the outcome until a complaint
was registered.
Being already into the late fall/winter season it is not possible to safely address the problem as
personnel would have to physically walk out on the roof which is a semi curved surface subject
to frost and snow.
The sun room is in fact built over a sunken concrete enclosure which hoses a hot tub on a
concrete floor which has a floor drain. Any moisture entering during the winter months will be
minimal and should not affect anything inside.
We will address the situation in the spring when it is safe to do so, although I suspect that the
rubber seals may have shrunk back from the wall under the flashing and may be contributing to
the problem.
We will be in touch with the customer and f it is indeed an installation problem we will correct it.
For :New Life Renovations Ltd.
[redacted]
Initial Consumer Rebuttal /* (3000, 17, 2015/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As explained in my original submission, New Life Renovations came out several times to try and fix the leaks, to no avail. When the leaks persisted, I tried to contact [redacted] of New Life Renovations many times, but my calls were never answered. Therefore, it does not make sense that the contractor should have assumed that the problem went away. Because of a lack of response, I gave up with New Life and turned my attention to [redacted] (who says it is the contractors fault).
I recognize that this problem should not be addressed during the winter. I would be happy to have it fixed in the spring. But I would like it fixed once and for all in a timely fashion, and to not be ignored when I contact the contractor with problems. I look forward to their call.