360 Home Renovations

17/07/2018
I had a reno done in my condo with 360 Home Renovations. Before I picked a contractor, I did due diligence and checked out some contractors and their references. I chose 360 as their references were fine, there was nothing listed on the Revdex.com site, and their offer was right in the middle of the quotes I got. I was told by the project manager that the job would take 4 weeks, and then the site manager told me that if everything went well, we could finish in 3 weeks. I was happy at this timeline.
Sometimes when their workers arrived, they didn't know what was required for my project and what we discussed previously. It was hard to reach them when issues arose. I usually called and messaged.
I spoke with 2 other contractors about the length of time the project was taking eg. I was told that they would pick up the city permits and that it would only take a couple of days. It took over a week and the job got further behind. They thought this company was trying to avoid written confirmation of the things we discussed, so they could add on extras without permission. For example, I did sign a change form for the ceiling, but not for anything else. They tried to add in all the changes they made, but I said no as no change forms were signed. They then gave me a new quote with all the changes included. I told them that I would pay the original quote with a deficiency holdback. Their explanation was that they forgot something on the bill, or that they hadn't talked with each other and left it off. Before they started, they told me it was a 4-week project, but they didn't finish the project for 5 months. It took this long partly for the reasons above, and partly because they weren't at my place every day, and some days were only part days of work. Their scheduling was frustrating, and the company always told me they had other jobs to do. A few times they promised to send people, but no one would show up. When I tried to find out when they would arrive, they wouldn't answer my phone or messages. I ended up a few times waiting whole days wondering if anyone was on the way or not. I know this is pretty common in the contracting business, but this seemed excessive.
When the site protection was taken off the floor, it was damaged big and small spots which looked almost yellow on the wine-coloured hardwood. When I met with the site manager to pay the final amount, I was given a bill with many more charges on it. I refused to pay them, did agree to add the 10% which is allowed by the government laws, and kept a 10% deficiency holdback. We agreed that they would fix my floor. But they were going on a vacation to Europe and Dubai and I didn't hear from them for over a month. I told them I wanted them to not do the work, I had looked around and had another contractor. But they said that they had to do the floor, or they would fight for the whole deficiency holdback. I then asked how they were going to keep everything clean, as their site protection hadn't worked for my floor or the rest of my apartment. I was told before the project started that I didn't need to move my stuff out just move it around when they worked in certain areas. Well, that didn't work, and I have dust and dirt all over everything. I have a quote for cleaning my rollup blinds, my apartment, and for re-finishing the 3 tile floors, on which the grout was not cleaned and sealed properly. I want someone else to do this, not 360.
I, too, am wondering if it is illegal to start work without a contract and never leave proof like emails or voice messages on what was agreed? Do they need to compensate me for the cleaning and damaged floors? I still have the deficiency holdback and would like to use it for the above charges. As for my floor, I bought a good rug to go over the spots in the living room and had a rug which I put in the dining room.
If any money is left, I will return it to 360 - I assume this is the what is expected?

We had a relatively large project. After obtaining multiple quotes and references we decided to hire 360 Home Renovations to complete the project. Their quotation was mid-range of those we received. We discussed the scope of the project including the necessity to complete all work with permits and adherence to municipal/provincial/federal regulations. A timeline was discussed and their representative indicated a 3-4 week timeline (start to finish, however we mentally allotted 5 weeks) for the project. A municipal permit was obtained and then they requested a deposit, which I promptly provided, I asked for a copy of the contracts and itemized invoicing and was told they were having some computer issues, but they would be provided shortly - they never were. They started the demolition, this should have been an indicator to the flow of the rest of the project. Part of the demolition was an asbestos abatement, which they started almost a week late. We had previously contracted independent testing and had provided those results to 360. As this work was restricted to only the upper floor of the house, they were supposed to provide full site protection, including zip up doors. This was not done. The demolition was completed; however, the work area was not sealed off. I took photos of the heater vents that were simply "closed", the furnace air return that was left exposed, and drywall debris that had not been cleaned up. I brought up my concerns with the company, they insisted that they had been onsite and everything was sealed. When I wouldn't back down and told them I had photos to the contrary, they changed their tune. In addition to this, my spouse was randomly stopping by the worksite to check on the progress (not disturbing those working, simply observing). They subsequently sprayed a lockdown chemical to force any fibres in the air to fall. This leaked into the lower floor through areas that hadn't been sealed off. We demanded air quality testing as there was significant debris remaining, as we do not believe that this was done according to regulations. They over sprayed a secondary coloured chemical, which left residue over windows, screens doors, as well as leaked through areas that hadn't been sealed. There was significant damage done to the lower floor due to this, and I informed 360 that as they failed to properly protect/seal off the area, they were responsible to remedy the damage - I mentioned submitting a claim against their insurance, and was told they would remedy they damaged area and reimburse for damaged items (the MSDS sheet provided after the fact indicated that the second chemical is a possible carcinogen, as such items that were drenched/coated with this were considered to be damaged and were disposed of). Additional damage also occurred.
At this point they were already behind schedule (approx. 2 weeks). This is only one of many problems. I sent numerous text messages and emails, of which only a few were responded to. Either my spouse or I were on site every day. When we would ask about when someone would be on site to continue the work, we were given a variety of replies, however the one thing in common was that days and sometimes a week + would go by with no progress after being told someone would be there later that day/tomorrow. We discussed this lack of progress with their representative and the high costs associated with alternate accommodations, and he agreed to reimburse us $1000 per week for the delays. After the initial delay 1 week was deducted from the bulk invoice, after approximately 3 weeks delay, that increased to 3 weeks.
The itemized invoice was never provided. As one of us was on site each day, we saw the materials that were delivered vs used and the progress for the days that someone showed up. With each delivery (drywall, insulation, lumber, paint) materials were removed from the site as they were the "wrong item". The invoice was never adjusted to reflect this excess material that was not used. And then we were billed for what we were told was additional materials that were required. Work that was never done was also added to the bill. The first person that we were dealing with stopped returning calls or responding to texts/emails.
In certain aspects, very specific directions were given (showerhead location, faucet to be used, exhaust vent location) yet these were not followed. The response received insulted my spouses' understanding of the English language (English is his first language) followed by an indication that we had okayed the changes - we had not. The project manager sporadically showed up, with the workers looking at us for direction on how to continue. In some cases, their lack of availability resulted in work halting or failed inspections, as some of the sub contractors failed to complete the work in the manner required of the municipal inspector - adding more delays. No one showed up to confirm that all of the work was completed satisfactorily.
Throughout this, we paid in excess of 90% of the total, with a hold back of just under 10%. No additional documentation/invoice was provided after approx. 6 weeks in until the 6.5 month mark (approx.) when additional items were added. When I emailed a detailed list of issues to 360, a variety of excuses were given for a few of the items. The bulk of concerns were not addressed. I have been back and forth (via email) with the company, however they offer no acceptable resolution. They keep insisting on a face-to-face meeting, however I have indicated multiple times that I want everything in writing, so there are no mistakes about what is said.

We had a very small project with 360 Home Renovations. Before we started, I asked about any additional costs, and the manager said there would be a maximum $100 added fee if there was some problems. I also asked if they were going to sign a contract.

Up until the date they started to work, they didn't give any contact to me to sign. And when their workers arrive, they don't know what is required for my project and what we discussed previously.

They never reply to my emails and text messages, and only answers phone calls. I spoke with another contractor about it. He think this company is trying to avoid written confirmation of the things we discussed so they can avoid responsibility. For example, they broke our range fan while removing it from our kitchen, but never acknowledged it.

This company raised their price 3 times during the project. They are now asking for double the price from what they first asked. Their explanation is that they forgot something on the bill.

Before they started, they told me it was a 3 days project, but they didn't finish the project in 2 and a half months. So far they only worked less than 2 and half days. Their scheduling is really frustrating and the company never tell you about their availability. A few times they promised to send people, but no one would show up. If I tried to ask them when they would arrive, they wouldn't answer my phone or messages. I ended up waiting whole days wondering if anyone was on the way or not.

I got so sick to work with them because they kept delaying our project and asked for more and more money, that I eventually asked another contractor to finish the project. When the company sent me their bill (for the work they did), they kept charges for work they didn't even do.

I am wondering if it is illegal to start work without a contract and never leave the proof like email or text message on what was agreed? Are they allowed to charge money for the work they didn't do? Do they need to compensate us for the new range fan we had to buy?

I've asked them to revise their bill, and remove the fees for work that was never carried out.
The got back to me after 3 weeks with a new bill, but not all the errors were fixed.