Complaints

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• Initial Complaint

  Date:04/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired CEL to advise if we could remove a partition wall. •The quote that I agreed was $800 + mileage = $956.25 incl. tax. I have paid $847.50 on receiving the invoice •CEL invoiced us $1910.74 (more than double) •There was an extra $750 for the report of their opinion.I thought that the report was included in the original quote that I agreed to. CEL mailed me on Jan 18 “to formalize this assessment, we will prepare a letter of responsibility outlining our professional opinion on this matter. Our fees for this engagement will be Total: $750 + HST”, I confirmed because my understanding was that this was the same costs, not an extra cost. Stating that "Our fees for this engagement will be Total: $750 + HST” makes it seem that is all the costs, which is confusing for a customer. They did not mention this was additional. •CEL invoiced an extra $100 admin fee for this report. When I asked, CEL advised “There is always admin work on a project...” Why would this fee not be transparent in the quote. •When asked for clarification, CEL explained that the report (letter of responsibility with their opinion) was not included in their engagement with us. CEL did say there could be extra charge for additional design. To me, providing a report about the removal of the wall was included as this was the reason I hired them. I would not have hired them otherwise. •I don’t feel its fair to pay more than what was quoted, however to try resolve this I have offered to pay between $126 and $211 (15% - 25%) for the extra charge. CEL have refused the offer. •CEL will charge $155 p/h for any communication with them. I do not feel this is acting in good faith and do not agree to pay this. •CEL invoice says that interest will be charged if unpaid after 30 days. CEL reminded me that I will be charged even though it has been less than 1 week since the invoice was issued. I feel that I being exposed to continuously new fees and that I am not able to proceed on my own in discussing this CEL.

  Business Response

  Date: 05/02/2024

  Good Morning, 

  We have reviewed the complaint and believe the last email attached by the complainant dated 01 February 2024 accurately provides an explanation of the events.  I have summarized the sequence of events for review: 

  1. Quote sent via email dated 08 January 2024 stating the following: 

  Hi ******, 
  
  Thank you for your email.  Please see the quote and scope of work below. 
  
  Quote
  Site Visit: $800 + Mileage ($0.68/km) 
  Load Bearing Wall Assessment: Included in the cost of the site visit - Please note the framing exposed suggests it is a load bearing wall.  A 12"x12" opening of the drywall on the ceiling on both sides of the wall would be best to review this item. -  Please note if we find this needs further work, the design is subject to further fees.
  Wood Frame Structure Review: Included in the cost of the site visit - Please note if we find this needs further work, the design is subject to further fees.
  Extended Length of Sliding Door (Letter of Structural Responsibility): $750
  
  Total: $1550 + HST + Mileage
  
  Please note, anything falling outside of this scope will be subject to our hourly rate of $155 /Hr where appropriate. Items falling outside of the scope include addressing city comments, design changes, and unforeseen circumstances.  The engagement is covered by our standard Conditions of Engagement (COE), available at **************************** which will govern our relationship moving forward. You can accept the above fees and COE with an email confirmation. I look forward to hearing from you

  2.Quote Accepted via email on 10 January 2024 stating the following: 

  Hi ****,
  
  
  Thanks for the quote. I would like to move forward with the site visit and the first 2 items in your list - I do not want to do the work for the external wall extension at this time. 
  
  
  I work from home so I’m available any date / time. 
  
  
  Thanks
  ****** 

  3. Site visit completed by CEL staff 18 January 2024

  Total work completed to date: Site Visit - $800 + Mileage + HST per the quote dated 08 January 2024

  4. New quote and COE sent via email 18 January 2024 which stated the following:

  Good afternoon Mr. **********,
  
  I trust this email finds you well. It was a pleasure speaking with you today. 
  
  Our assessment of this wall indicates that the wall appears to be load bearing. To formalize this assessment, we will prepare a letter of responsibility outlining our professional opinion on this matter. Our fees for this engagement will be as follows: 
  
  Structure Analysis of Existing System
  Beam and Post Specifications
  Letter of Structural Responsibility
  
  Total: $750 + HST
  
  Please note, anything falling outside of this scope will be subject to our hourly rate of $155/Hr where appropriate. Items falling outside of the scope include addressing city comments, design changes, and unforeseen circumstances. The engagement is covered by our standard Conditions of Engagement (COE), available at ******************** which will govern our relationship moving forward. You can accept the above fees and COE with an email confirmation.
  
  Should you have any questions or concerns, please feel free to give us a call or email at your earliest convenience.
  
  Best regards,

  4. Response from client on 19 January 2024 acknowledging new scope of work and additional fees stating the following. Note these fees were the additional fees mentioned in the initial quote as the site visit concluded further work needed to be conducted.

  Hi,
  
  Thanks for confirming.
  
  ****** 

  5. Letter of Structural Design Responsibility released to client 23 January 2024

  Total work completed to date:

  Site Visit - $800 + Mileage + HST per the quote dated 08 January 2024

  Letter of Structural Design Responsibility - $750 + HST per the quote dated 18 January 2024

  Admin Fee - $100 + HST per Clause 6 in the accepted Conditions of Engagement 

  6. Invoice sent on 29 January 2024. 

  7. Invoice disputed on 29 January 2024. 

  8. Explanations provided, no agreement reached. 

   

  Customer Answer

  Date: 07/02/2024

  
  Complaint: 21245665
  
  I am rejecting this response because: CELs response to my complaint about the additional charges doesn't include a proposal or compromise so we have not made any progress to resolution. Before submitting my compIaint to the *** I proposed paying 25% of the additional charges to resolve this issue and save everyone time.  
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 08/02/2024

  We didn't offer a settlement as Senior Management has not approved a price reduction as we believe the communication to be clear.  The paid amount was $847.50 and the amount owing is $1,076.24 (including taxes).  Since partial payment was promptly made and in effort to resolve this matter we are offering a 25% reduction in the total invoice bringing the total invoice amount to $1,433.06 and the amount owing to $585.56. 

  Customer Answer

  Date: 08/02/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21245665, and find that this resolution is satisfactory to me. The outstanding balance has been paid. 
  
  Sincerely,
  
  ****** **********