Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Aug 27/20 I gave a deposit to Pristine Home Renovations Ltd for the shingles on my roof to be replaced. Because of interruptions with the supply chain during COVID, and prices rising rapidly we agreed to postpone the start of the job. In early May, 2022 (May 5th and 6th, I believe) the job was completed. There were things that they had to come back for and "fix" but, as far as I know - and I'm not an expert, everything was done well. My complaint consists of two outstanding issues. 1. The first and foremost is that while shingles were being shoveled off my second storey roof, some hit my neighbour's second storey window and cracked it. We (my neighbour and I) are STILL waiting for this to be replaced. It is Oct 5/22 as I write this.... we have been waiting FIVE MONTHS! We've been told by Pristine that it is ********** that they deal with for windows and that there is a hold-up for some reason that I can't recall. I think that if the company that Pristine regularly deals with can't accommodate them then they should FIND AN ALTERNATE COMPANY. Five months (with winter coming) is DEFINITELY TOO LONG to have to wait. 2. The second issue, which I'm sure Pristine will rectify, is that their invoice for the work needs to be redone and issued again. The WeatherPro 50 turbo vents were never installed because it was decided that they weren't needed. **** ********* *** ********* I do want to say that all the crew members and anyone else I spoke with in the company were very courteous and professional. Having said that, I also want to say that communication is not their strong point. Example: They don't necessarily call you when they say they will, or notify you that they can't keep their appointment with you. I have been left waiting around for them.... and they don't show. ** ***** **** ********* ************ **************
Business response
02/11/2022
The window contractor we requested the work from communicated to us that the window was to be installed Wednesday October 26th, 2022. We are awaiting confirmation that the work has been completed in full by the contractor, and have reached out to the neighbour to see if they are satisfied with the work. A credit memo has been issued for the turbo vents not installed at the customer's home and we have reissued the customer's invoice with the credit applied. Once we have confirmed that the window work is fully complete we will be in touch with the customer in regards to payment. The customer has not been asked to make payment to their invoice until we have confirmed all issues were resolved, and no interest has been charged. The wait time for the window install was much longer than expected from the contractor we used, and we are looking into alternatives for if we ever encounter a similar situation in the future.Customer response
03/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Kathryn *******
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.