ComplaintsforKealey Tackaberry Log Homes Ltd.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  REQUEST FOR REFUND: This company was not transparent regarding a non-refundable site visit deposit of $1000. I want my $1000 back. This company requested a deposit of $1000 prior to an initial site visit that preceded the drawing up of a written contract for a home maintenance job. The company did not state that the deposit was non-refundable at the time of their request despite my explicit written expectation that it would be refunded should I not proceed with the contract. An excerpt from the email exchange where I specifically asked for my deposit back should the contract not proceed is attached. At no time between initial contact with the company and the cancellation of the contract was I informed that the $1000 deposit was non-refundable. In fact, they informed me for the first time that the deposit was non-refundable only when I enquired about it after not signing the written contract. They told that I had agreed to the work, to which I responded that I had not signed and returned the contract and, therefore, had not agreed to the work. Given this information, I expect a full refund of my $1000. REASON FOR CANCELLING CONTRACT: Once I received and reviewed the written contract, I decided not to sign it and cancelled it. My reason for not proceeding with the contract was the undermining of confidence that the job would not be completed to my satisfaction based on inaccuracies in the contract work schedule and omissions of verbal details discussed during phone calls and the site visit in the contract work schedule, combined with the fact that these inaccuracies and omissions were subsequent to the suspicious business practice of being asked for a deposit prior to any provision of services. The contract was sufficiently vague enough to allow the company to honour its terms and conditions without fulfilling my expectations as a homeowner. The trust was broken. The contract work schedule is attached in the email pdf showing the cancellation of the contract.

  

  Business response

  09/06/2023

  ***** says: “This company was not transparent regarding a non-refundable site visit deposit of $1000”

  KT Response -March 26 email confirmed the job estimate for feasibility purposes was $13,500. It was confirmed that the cost would be verified with a site visit and a $1000 deposit in place. ***** responded “everything looks good… happy to provide $1000 deposit to secure a site visit and be put on the schedule for the work to proceed” -Upon April 14 site visit, it was confirmed that ***** had existing products to complete the work so the cost was readjusted to $12,105. It was a friendly meeting, and ***** was pleased to know the cost had reduced.

  ***** says: “The company did not state that the deposit was non-refundable at the time of their request despite my explicit written expectation that it would be refunded should I not proceed with the contract”

  KT Response -A March 25 email with *****’s written expression mentioned above, KT suggests a phone call to discuss inclusions & Deposit. Over the phone it is mentioned the deposit is not refundable, it is our approach to securing projects & avoiding unnecessary site visits

  
  ***** says: “At no time between initial contact with the company and the cancellation of the contract was I informed that the $1000 deposit was non-refundable”

  KT Response March 25 email, it was stated by ***** “I am happy to provide you with the $1000 deposit to secure a site visit and a place on your schedule for work to proceed” The above statement is clear we were being given instruction to secure the project on the schedule, it was explained over the phone that the deposit is nonrefundable

  ***** says: “REASON FOR CANCELLING CONTRACT: Once I received and reviewed the written contract, I decided not to sign it and cancelled it. My reason for not proceeding with the contract was the undermining of confidence that the job would not be completed to my satisfaction based on inaccuracies in the contract work schedule and omissions of verbal details discussed during phone calls and the site visit in the contract work schedule, combined with the fact that these inaccuracies and omissions were subsequent to the suspicious business practice of being asked for a deposit prior to any provision of services”

  KT Response There was no mis-information. The total on the contract was correct at $12,105 so no reason for a misunderstanding. There was a typo with the overall cost in the contract but the payment description only applied to the actual $12,105 total Upon receiving an email, stating the above information, I called ***** stating I would put anything she wanted on the contract to be clear. I asked if she had found an alternative contractor, and she then told me that she did in fact find someone else at a reduced cost. For this fact, the above information from ***** is false we did not provide any misinformation or confusing info
  
  ***** states “suspicious business practice“ we have been in business for almost 18 years and we are a very busy company with practically no complaints, so to communicate us, as a suspicious business is nonsense ***** simply found a cheaper alternative after she had agreed to our site visit and deposit. **** *****y Kealey Tackaberry Log Homes

  Customer response

  12/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I disagree with KT Log Homes Inc.’s statements that I was verbally informed that the site visit deposit was non-refundable during a phone call and that I did not accept nor sign the contract because I found a cheaper alternative. My expectation that the $1000 site visit deposit will be refunded still stands. 

  
  Sincerely,
  
  ****** *****

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