ComplaintsforC.A.P.O.R. Windows & Doors Inc.

• Initial Complaint

  02/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We've used Capor before for a new roof and minor house repair and had no issue. This time they came to put silicone around a leaky chimney of a rental house we own*****************************. We were quoted $400. The bill dated April 12 is $350 minimum charge and 3.5 hours for travel and 2 hours for the silicone application. Would the time it takes for silicone application not be counted in the minimum charge? The property is located at ***********************************, just 30 minutes from Capor. Mike came out twice as no one heard him the first time (he went to the wrong door as per instructions). So he made two trips (realistically 2 hours total). The bill notes 5.5 hours in total. Our ******** was home - texted us upon his arrival and departure (30 minutes logged). At most then total time could only be 2.5 hours counting 2 trips. Total of the bill = $700.00 + hst = $791 for a 30 minute silicone job a half hour away from the business. Therefore $350 is travel at $100 an hour as it falsely details 3.5 hours for 2 round trips. I left Mike a message asking for a return call from an owner which didn't happen. My husband asked Mike for a bill correction when they spoke later over the phone. Second bill dated April, 18 is $600 + hst = $678.00 We didn't get the $400 quote in writing and trusted this business we've used twice before. This amount for a very quick and simple job is not reasonable and there are lies about the time it took to travel to the house as well as how long the job took. ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ********

  

  Business response

  02/06/2022

  Business Response /* (1000, 5, 2022/05/04) */ This to acknowledge we received our clients above complaint. It is our desire to deal with our customers with satisfactory customer service to the best of our ability. Unfortunately, by the time we received the complaint it was on April 30 2022, which was a Saturday and our office was closed. By the time we received the email advising of submitting a complaint to BBB it was already too late to attempt help our customers. They advised at the same time they were submitting BBB complaint and our office had no opportunity to address their complaint. Nonetheless, an effort was made to reach out and address pricing issues: here is partial email received from wife of property owner and the issue she pointed out and their expectations: ***************************************************************** ***************************************************************** ***************************************************************** * "I left Mike a message asking for a call back and didn't get one, but my husband did and was left with the impression the bill would be modified to $600 tax in but it's plus tax totaling $678.00. Still unsatisfactory by the way. This is a rip off and inaccurate. I'm making a complaint to BBB." this excerpt of her email shows the dissatisfaction if the extra $78.00 added as HST. My answer in my capacity of Office manger was the following: ***************************************************************** ***************************************************************** ******************************** It is my understanding that you agreed on $600.00 tax in, right? Please send me an e-transfer (please use this email) of this much amount; I want us to reach a satisfactory resolution. Here is attached an Invoice that capture what you understood in the verbal discussion with xxxxx. Up to now we are still waiting for payment. I offered what you expected: $ 600.00 tax included. We are hoping to hear from you till now. if you have any question, please reach out at ************ during opening hours Monday-Friday from 9 am to 4:30 pm. ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ************************************** Consumer Response /* (3000, 9, 2022/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) To be clear what I expected was a $400 bill as per the estimate. I would not have agreed to $600 for a 30 minute job. However my husband begrudgingly said he would meet in the middle at $600 tax in even though he was still dissatisfied and never going to use their service again which was met with "sorry you feel that way." It was a surprise then to see the bill was still more than that. We recently learned that water pooled in the basement around the chimney and have been waiting to determine if the leak has in fact been remedied. The only other explanation would be if rainwater actually came down the inside of the chimney, which to my knowledge would be a first. Business Response /* (4000, 11, 2022/05/16) */ Our goal is to have satisfied customers, with caring Service. I am happy that you were satisfied with work we have done for you in the past, that your reached out to us for service. You called our office to arrange a service to your chimney at your property at *********************************** Your husband was to meet us there which for whatever reason didn't happen. So, two trips were made. My installer provided counselling about chimney whether to knock it down or just do the minimal. Your husband elected to do the cheaper of the two. So, our service technician got materials, and returned to do the service. Travel time from shop round trip is about 1h 10 minutes. Gas for truck is now $165.00 to fill. Labor in construction is now at a premium if you want to keep your staff. Your husband agreed to $600.00. I will for good will gesture and customer service bill $400.00+HST all for $452.00 Consumer Response /* (2000, 13, 2022/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) We will agree to $400 plus hst.

*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. ↩