Do you feel dissatisfied with a product or service that you have paid for? Quality issues are common but aren’t always simple to solve. Here’s are some options if you encounter a quality issue.
First things first
Quality issues are not something that we have the authority to help with under the laws we oversee. The information below is purely educational and we’re sharing it with the hope of being helpful because it’s a topic we hear about frequently.
What is considered a quality issue?
A product quality or quality of service issue is difficult to define because people have different ideas of what they consider to be good service or good quality.
You might feel like the quality of the good or service that you received did not meet the standards of what you were expecting.
For example:
- You went to a new salon for a haircut and you don’t like the results. You think the stylist did a bad job and you want your money back.
- You hired a company to tile your kitchen. You think the tiling job is sloppy and want your money back but the business refused.
- You bought dog collar online and after a couple days the buckle broke in half. The business does not provide refunds or exchanges and you think that’s unacceptable and want your money back anyway.
What can you do when you experience a quality of service issue?
Due to the subjective nature of these kinds of complaints, it can be hard to provide specific options as these issues vary in scope and cost. Depending on your issue, there may be laws that address your concerns, but sometimes it becomes a “he said – she said” type of dispute that needs to be resolved in court.
Here are some options to explore if you’re experiencing a quality issue:
Try to resolve the issue with the business directly.
This should be your first step. Depending on what your issue is, you may be able to explain your case and the business may be happy to address your concerns. You may be interested in reading our blog posts about how to write an effective complaint letter, and general tips for resolving complaints.
Be aware that retail stores are responsible for setting their own refund and exchange policies.
It is important to ask retailers what their policies are before making a purchase.
Do some research to see if your issue is captured under any relevant laws.
Sometimes the Sale of Goods Act may apply to quality of service issues. If so, your options for recourse would be through the courts. Additionally, the Competition Bureau enforces misleading advertising and labelling provisions that may apply to your situation.
Check out the Civil Resolution Tribunal (CRT).
The CRT can help you try to resolve small claims disputes under $5,000 and strata (condominium) disputes of any amount. We’ve written a blog post that goes over what you can expect from the CRT.
If you want a legal opinion, consider trying the Lawyer Referral Service from Access Pro Bono
They provide the opportunity for you to have a free 15 minute consultation to find a suitable legal professional to resolve their legal problem.
Where to go for help
We can’t help with quality issues under the laws we oversee. Check out the bulleted list above to explore the different options that may be available to you.
Visit our website to learn which consumer topics we can help you with directly.
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About Consumer Protection BC
We are not-for-profit regulator responsible for overseeing certain industries and specific consumer transactions in British Columbia. If your concern is captured under the laws we enforce, we will use the tools at our disposal to assist you. If we can’t help you directly, we will try to offer a referral to a relevant organization, if one exists. Other times, court or legal assistance may be the best option. Explore our website at www.consumerprotectionbc.ca.
Good Post.
I was desperate to have a townhouse (3 levels, 3 bdrm, 3 baths) clean and was willing to pay triple the money I would have pay under non urgent circumstances. This company sent in 2 workers. Prior to work being done, I was told over the phone it may take 4-6 hours. When the workers arrived, I asked approximately how long it would take now that they have seen the place and was told approx 3-4 hours. I said ok and that I need the place absolutely clean and sparkle for my client.
2 hours later the workers asked me for me to inspect. Dust and debris everywhere. Razor and small items from previous owner was still sitting at the same spot (Keep in mind it’s a vacant property. I had mention NOTHING in that place belongs to the new owners, is garbage and must go). Pink slime around the edge of bath tub, shower, rim of drain holes, base of faucets, shower walls/tiles. Old soap bar sitting in the soap holder, soap scum in bathtub and shower stand, tooth brush and feminine pad inside drawer. I took a piece of tissue and effortlessly wiped it around the drain hole rim to show the worker and the tissue had the pink slime on it. The list goes on. I called their manager to inform of the situation and was told he spoke to them and they will do it again. approx 30-40 minutes later I checked again. They literally only wiped those spots I’ve used as examples to their manager. I need to stress, even after giving them a second chance, the work was still not done properly. 2 hours and 40 minutes later, 2 bedrooms poorly vacuum, 2 bathrooms and 1 stair hardly cleaned, the rest of the place untouched. Zero dusting to window covering (blinds). I called their manager and sent them out of the property. I was told they were professional cleaners and are experienced as per their advertisement. I had to hire a new cleaning crew to redo the work as they hardly did anything for the property. I’ve sent video of before and after their work to the manager. Offered to give access for him to verify my complaint and gave him the opportunity to call me. The manager called nearly 24 hrs after. Offered 20% off for the service they’ve provided. I haven’t pay them and will not be paying as they have not done the work we’ve agreed upon. I had to pay another crew to redo the work. If anything, they’ve wasted mine and my client’s time. It’s like buying a product that does not work. Company offer to give discount regardless it does not work. Then going out to buy the same item again because that 1st one does NOT work. It’s a joke. Any thoughts on if I need to pay?
Hello and thank you for explaining your situation here. Due to the subjective nature of these kinds of situations, it can be a challenge to provide specific options for recourse but the first thing we would suggest is to definitely try working it out with the business. Sounds like you have already done this but we have written a blog post in the past on how to write an effective complaint letter. If this still doesn’t give you a satisfactory result, you may have to take the business to court. You can do this online now, through Civil Resolution Tribunal (CRT) and the link is here – https://civilresolutionbc.ca/. I hope you will be able to work this out with the business.
My wife and I ordered a fridge, a range, a dishwasher and a microwave, our fridge came full of scratches. Called Home Depot the first time, they replaced the unit. The second time the fridge was again scratched. Homedepot made a case to LG and ask us to contact LG for ensure the unit didn’t come from a bad batch. I called the first time, the representative said there is nothing they can do except for me to pay to fix the cosmetic damage. When I refused the option she hang up on me. Her name is Isria. The second time I called back, the guy heard I asked to talk to Isria and hang up on me. The third time I asked for a manager, the person said I can’t speak to a manager. I asked if customer service is located in Canada because it doesn’t make sense there is no manager. She said no and then immediately changed to yes. After I question why she said no, the person said it is LG Canada but the call Center is located in the Philippines. She then did the same, said there is nothing she can do and just hang up. Her name is Eve. I am not against globalization in customer service, however why would someone in the Philippines really care about Canadian customer issues. This is the worst experience I have ever had and I will make sure everyone knows about this, I will also make a complaint to Canada customer affair.
I sent a registered mail through Canada Post on Oct 1,until now not received yet……
I spent lots of time inquire,(ticket#0138537865)
call them……
but no helpful information…..
the only information I know is that on Oct 13 my mail forward to destination country…..
very important document in my registered mail but now I even dont know where is it…..
Hello and thank you for reaching out here. Unfortunately, we do not oversee Canada Post so we would not be able to help. However, Canada Post has its own complaint processing system so you may want to try that – here is the link to that page: https://www.canadapost.ca/ombudsman/submit-my-appeal/ I hope you will be able to find your registered mail soon.
Hi, I have got a mechanic to change my Benz engine oil 2-3 months ago. 4-5 days ago I start noticing some weird sound from the engine. I was going to take it to the Mercedes dealer service for diagnose but I haven’t gone. The car has been sitting for 3 days.. Today I checked the engine oil level and it is way above the max. Level. I believe one spud is coming from catalytic converter. If it is the case it must have some engine internal damage as well. I haven’t talked to the mechanic who had changed the oil last time. When I go there and explain the issue and he denies it, what am I supposed to do. Repair could be thousands of dollar.
Hello and thank you for contacting us. Since your mechanic has already done the work and this is a quality of work issue, we are not able to provide you with support. If your mechanic refuses to resolve the issue with you, you may have to take them to small claims court (if the damage is less than $5000). Civil Resolution Tribunal (CRT) is an online-based platform – you can explore options on their website here.
My problem is with Adobe Photoshop, I have a problem with how the program is running and it is not allowing me to save photos by using Actions. I tried to find out how I can get help to resolve this problem but the “help” page does not allow me to contact Customer Support. The window will not open, it puts me into a loop with no way to contact them. How do I deal with a problem with an international company that will not support its customer base?
Hi Steven! That sounds frustrating. I’m not sure what else to offer you other than what already in the blog post above. I would suggest continuing to find a way to reach Adobe. Have you tried reaching them through any of their social media channels (assuming they have those)? Outside of that, the only other options I have for you are listed above. I imagine this wasn’t the answer you were looking for but I hope it’s helpful to you!
Hello, We’ve been overcharged and the service provider refuses to give a refund, instead, she is demanding more money. We hired a gardener to do some work. She provided multiple invoices, one after another for each portion of work. Later, when comparing the latest invoice with the first, we saw lots of overcharges, charges for work not performed, and inflated prices for materials, e.g. landscaping paper at $20 per roll was charged as $80 per roll. The inflated charges amount to over $2,000. Although some of the work was poorly done, we still paid for the labour. Our issue is with being overcharged. Also, we later found the address and phone number on the invoices to be non-existent. What can we do to get a refund on the extra charges?
Hi Ani, first of all, please try to resolve the issue with the business directly. You may have already done this but it is important to take this step as it is the most straightforward approach. If you are not able to work it out, the CRT (Civil Resolution Tribunal) can help you – this online platform is for small claims disputes under $5,000. Here is the website. If you would like legal advice, you can contact Access Pro Bono’s Lawyer Referral Service. Through their program, you can be connected to an expert lawyer who will provide up to a half-hour of free legal consultation. Their program info can be found here. I hope these resources can be helpful to you.
Hi,
We bought a heat-exchange (heat pump) heating and cooling system in 2018. It’s still under warranty. It broke once and was fixed. This year in June (possibly earlier), it broke again. The installation company blamed the users for the problem but eventually realize there was a leak and all the coolant drained out. The unit wasn’t functional for the heat dome or anything else during summer 2021 and hasn’t worked at all since that time. The installer tried to fix it after waiting 6 weeks for parts (received the wrong part) and now another 3 weeks and counting for a replacement part. The looming problem is winter: it goes well below freezing and the house has no heat. I would like him to replace the unit (he said they have new ones on the shelf) but he claimed the manufacturer wouldn’t reimburse him for that. What can I do? November is coming.
Hi Shirleen, there are no governmental organizations that oversee warranty issues in BC. However, sounds like you have been dealing only with the installer so what I may suggest is to contact the manufacturer directly. Have all the information and history of the unit ready, explain the current situation and see if they would honour the warranty. I hope you will be able to resolve this issue quickly!
I had a Walmart Silver Mastercard almost 2 years ago
On July 2021 Third I bought a grocery from Walmart Langley around 50 CAD, and the casher asked me to upgrade my Mastercard from Silver to Black. And this amount will come in the next Black Mastercard
ON Sep. 2021 I did not receive the new Mastercard
, and I called the Customer service, they told me we did not see any application for me to upgrade
After this time, I went to Walmart and apply again for Black Mastercard
On Oct 25, My Credit Score fall down for 135 points, Because I have balance on the first application from July 3, and I did not receive the Mastercard, and any eststment
I called the customer service, asking for my account number or the number for the Mastercard to pay.
They refuse to give me any information by phone. I update my address to receive the Mastercard.
They discover that they did 3 accounts under my name
They told me that they will send the Mastercard and eststment into my address during 14 days
On Nov 1, I send a cheque to Walmart, Unfortunatly they can not put the cheque in my account because no information in the cheque because I did not have any information
On Nov 3, I receive restatement from Walmart to pay, unfortunately it did not show any information to pay
On Nov 18, I received alert from my company that my credit score impacted again from Walmart Mastercard
On Nov 18, I called Customer Service about this issue, they told me if I add 56 CAD $, they will transfer this amount from my old amount to the new one, I add 70 $ to my old amount right a way
On Nov 19, I received anther eststment without any information to pay
SO,
1-You affected badly my credit Score and decreased it, which not my fault
2- I contact customer service for more than two months to pay, however I did not pay until now
3- I need you to adjust my Credit score back to normal which this issue not my mistake
4- they did 3 accounts, however no more than one
Hi Ayman, thank you for leaving us a comment here. Consumer Protection BC does not have the authority to look into credit card companies so we are not able to directly help you. However, I did a quick search on the Financial Consumer Agency of Canada’s website and I found some complaint handling processes outlined. The customer care service number you see on the page may be what you have already called but you will see that there are steps 2 and 3 if you need to take more action. Here is the link to the website. I hope this information is helpful to you!
Had my home inspected by a home inspector and they trashed skirting poked holes in siding .
Hello,
My complaint is for customer experience at a dealership. Disrespectful, Dishonest behaviours of staff that created a bad customer experience. First, I want to ask, If this is something you can help you with.
Hi Hannah, I am not sure if you can report bad customer experience but Vehicle Sales Authority of BC is the regulator of car dealerships in BC. You can take a look at their website and see if your complaint will fall under their authority. You can access their website here. I hope you can resolve your issue quickly!
Hi Hannah, I’m just following up on your inquiry. Was Vehicle Sales Authority of BC able to help you?
On September 30th this year, the four of us booked a 7-day tour package to Cuba with SUNWING. Unlike all the previous 7-day tour packages offered by SUNWING, where you would arrive at your destination in Cuba on the same day as the flight and spend 7 days in Cuba, returning on the eighth day, this year, SUNWING’s online contract also stated 7 days for the travel period. However, without any significant clarification or annotation, they secretly altered the flight schedule in a hidden section of the flight information, designating the first day of our 7-day trip to Cuba within Canada (Vancouver, Calgary, and Toronto). Consequently, our 7-day trip to Cuba turned into a 6-day trip. I contacted SUNWING’s PRE TRAVEL SUPPORT, but unfortunately, they provided no explanation, repeatedly emphasizing that we should review all sections of the contract. Simply focusing on the introductory part of the contract, particularly the 7-day Cuba tour package clause, was insufficient.
Our current issues are as follows:
(1) This year, SUNWING’s online release of the 7-day Cuba tour package is identical in terms of contract terms to the SUNWING 7-day Cuba tour package we experienced in the past four years, without any changes and no explicit explanations or annotations. However, this type of contract, where the terms of the front and back parts are inconsistent, i.e., the “7-day tour package” and the flight itinerary terms each express their own meanings, resulting in a contradiction. We would like to ask whether these contradictory terms in the contract align with the legal spirit of the contract? Do they conform to logic? Do they align with common sense? Do they adhere to comprehensibility? Any terms and text in any contract must be drafted in accordance with principles of truth, accuracy, common sense, and comprehensibility. There should be no logical contradictions between any terms in the contract. SUNWING’s past sales history is in line with these standards, just like other companies in the industry. Quoting a statement from a user on SUNWING COMPLAINT (ON THE FACEBOOK): “West Jet advertises as a 6 day when there is an overnight included in travel time. If the flight lands on the same date as take off, then it is advertised as a 7 day. I can see how this would have been overlooked with this particular Sunwing flight. I know I will only book direct flights or one with a quick stop off in Calgary so we get the 7 days. Every time I have booked with Sunwing, 7 days is 7 days. I would say the info you have is misleading. As far as I am concerned travel time should not and has not been included in that number of days years prior.” This understanding of the terms and text is in line with our experience and is entirely common sense. However, SUNWING’s unconventional practice in this online contract, its lack of comprehensibility, and the violation of the logical quality that a contract should possess have raised concerns.
(2) Some well-intentioned friends have consistently advised me to “carefully check and calculate the flight itinerary terms. If you pay close attention to the flight details, you can avoid problems.” Regarding this, I would like to say that these friends’ advice and opinions are entirely correct. However, if we didn’t exhibit carelessness (failing to thoroughly review and calculate the flight schedule), and if we trusted the meaning of the 7-day tour offered by SUNWING as usual, the commitment made by SUNWING in the online contract this year — the “Cuba 7-day tour package” — would have been highly misleading, with SUNWING exploiting the trust and mutual understanding we had built up with them in the past. Moreover, we cannot allow SUNWING to introduce contradictions in the text and terms within the online contract. This experience of booking has simply involved us falling into the pit that SUNWING dug.
(3) Our complaints have been ongoing for two weeks, and so far, we have not received any response or explanation from SUNWING on the issues mentioned above, and no action has been taken. This has led us to question SUNWING’s corporate spirit and mechanisms.
(4) Finally, when we voiced our complaints on the SUNWING COMPLAINTS page on FACEBOOK, we not only did not receive any response, but SUNWING also prevented us from uploading discussions with other users, effectively silencing us.
(5) If SUNWING believes there is no problem with the terms of our sales contract, then they should provide a response and an explanation. However, SUNWING has consistently failed to respond, offering no replies and remaining silent. I must ask, are you running a business? Do you have any corporate ethics? Do you take responsibility? We have lodged complaints, and nobody is paying attention to us. Now we find ourselves blocked outside the doors of the complaint system. We have no choice but to seek help from anyone or any company that cares and is willing to assist us in finding a fair and reasonable response and resolution.
Hi James – have you tried reaching out to Air Passenger Protection (Canadian Transportation Authority)? They oversee airline rules. I would start there and see what they might be able to offer you. Here’s a link: https://rppa-appr.ca/. I hope this helps!
I bought new jeans at Hugo boss at Richmond center. When they arrived they were defective and they had to reorder them. Once the new pants arrived they emailed saying new ones have arrived and are all good. When I picked them up they automatically placed them in the bag. At home I notices these were defective as well. Now at the store they are stating they cannot take it back as they are defective. I literally have paper proof that previous ones were defective and now these ones are as well.
Hello and thank you for sharing your experience with us. Defective items are not covered under any consumer protection laws in BC and you will have to try to work it out with the retailer. If you haven’t already, try talking to the store manager, or contacting the regional or head office so you can speak to someone with authority. We hope you will be able to resolve your issue quickly.
We took our 2007 Duramax Diesel truck into a GM Dealer Service center to have the glow plugs replaced. The technician broke a plug trying to remove one that was stuck. The broken piece fell into the head gasket and is seized there. GM dealer charged us extra shop hours to try and retrieve it and is now quoting us over $4000.00 to remove the broken piece and warning us not to even start the engine as it could cause irreversible damage to the engine. The technician broke the part and they are not taking any responsibility and are saying it happens in old trucks. I have contacted the Service Manager at the dealership and GM Canada and they don’t see it as their fault at all. I spoke to other specialized diesel repair technicians and they all say there are ways to prevent this and that the technician should not have kept going when he/she realized the glow plug was stuck. Plus they won’t touch the truck to fix the problem now that this has happened.This is a truck we use for business and it would be financially devastating to have to replace it right now.
Hello and thank you for contacting Consumer Protection BC. You may have read this in the post you commented on, but these kinds of quality of service issues are often not addressed under any BC laws. Some of the options may be to talk to the Service Manager again and see if you can come to a resolution, or see if you want to take the case to the CRT (Civil Resolution Tribunal). One thing to note is that if your business purchased the truck, it is not a consumer issue and your rights might be even more limited. Either way, reaching out to the business through online reviews or social media may be another option. I hope you will be able to solve the issue quickly.
We went through On-Top Roofing to replace our work. The contract stated that they would replace the flashing. They did a good job doing the roof, but they did not replace all the flashing. When they were all most finished, they started putting the old, larger flashing back on, rather that replacing with new flashing. When I questioned him about it he said “They did not have that size flashing and it needed to be specially made”. So, I assumed they would be back later to replace the old flashing with the new. After a considerable amount of time passed, I got hold of the company and asked why they had not been back with the new flashing. I was told that they never intended to replace the larger flashing and that I was told prior to the job that they would be putting the old flashing back on. I told him I didn’t remember him telling me that and that there was nothing in the contract stating that. After our conversation, he stated that he would send someone out in the next little while to replace the oversized, old flashing with the new. A worker showed up some days or weeks later and only replaces some of the flashing. I assumed they would return to do the rest, but that never happened. I contacted them again and again and he kept promising to come back, but he never did. Last time I spoke to him he said that it really should not be their responsibility and that he should be charging me $500 to $700 to finish the flashing (more than 1/4 of what we paid for the roof). Finally, he said he’d do it soon, but not this week. That was weeks ago. So now we are stuck with some new flashing and some old, faded, dented flashing and no contact from the company. No idea where to go from here!
Hi Marty, thank you for leaving us a comment here. As you may have read in the post you commented on, the first thing to do would be to try to work out the issue with the business directly. Sounds like the business is being unresponsive so other options may be to leave reviews on Google, BBB or to contact them through social media. If that is not effective or available, you may have to take the company to Civil Resolution Tribunal (CRT).
The CRT can help you try to resolve small claims disputes under $5,000 and strata (condominium) disputes of any amount. Here is a link to the CRT, you can explore your options. I hope this helps.
I understand that Consumer Protection BC regulates various sectors and specific consumer transactions in British Columbia. I have a concern regarding a company that, while not directly under your specific sectors, has engaged in what I believe to be unfair practices, including deceptive practices and unconscionable acts, as outlined in section 2 of the relevant consumer protection legislation. Please advice whether there is a pathway for Consumer Protection BC to investigate these practices and potentially voiding an invoice issued by the company.
Hi there! If you would like to make a complaint about unfair practices, feel free to submit one through our complaint form and we can assess it. So you’re aware, there is a variety of factors we consider when we look at complaints about an alleged deceptive act or practice, for example, whether the consumer is vulnerable, if there’s a larger pattern of behaviour, or whether there’s a significant dollar amount (and other factors). Our complaint form can be found here: https://www.consumerprotectionbc.ca/complaint-assistant/. I hope this helps!
I did fill in the form and this is the reply I received —–
“Hello Martin,
Thanks for your email regarding your experience with On-Top Roofing. While this area is outside our authority, I’ve included some helpful information.
You might be interested to know that Consumer Protection BC has no legislated authority over contract work or construction contracts when the work as allegedly been partially completed. You may have rights under other legislation, which are most commonly overseen by the judicial system of BC. So, if you are looking for a refund, you may need to seek legal counsel.
The Civil Resolution Tribunal can help with claims under $5,000
BC Small Claims Court can help you settle disputes of up to $35,000
To speak to a lawyer, Access Pro Bono offers a free lawyer referral service. This provides you with a half-hour of in-person consultation with a lawyer at no charge.
You could also try contacting the Everyone Legal Clinic. They are a public interest law organization offering a range of fixed-fee legal services that are designed to be accessible to everyone in British Columbia.
Are you curious about what we do? We are a provincial regulator. We license eight industries and oversee specific consumer protection laws in BC. Find out what topics we can help you with directly.
Regards,
BRANDON
Licensing & Information Officer
CONSUMER PROTECTION BC
TF 1.888.564.9963
A 321-3600 Uptown Blvd. | Victoria BC V8Z 0B9
W http://www.consumerprotectionbc.ca
SOCIAL Facebook | Instagram| blog | LinkedIn | YouTube”
Hi Marty, thanks for your response. It sounds like after reviewing your complaint, you were referred to the CRT or Small Claims Court. This is the appropriate avenue if work has been partially completed. The courts are best suited to resolve disputes of this matter. I imagine this wasn’t the answer you were looking for but I hope it helps.
On February 25, 2024, I submitted my legal documents, which included several A4 papers with Chinese characters and multiple red stamps, to the DHL Express service counter in Central City, Surrey, BC. The destination for the package was Beijing, China, and I paid CAD$99.65 for the delivery (Waybill No. 5373304436). However, the package was returned to me by DHL on March 6, 2024 (Waybill No. 7512769541), due to its failure to pass the security inspection at YVR International Airport. As of today, March 27, 2024, I have been waiting for the refund of the package delivery fee of CAD$99.65, as well as a CAD$200.35 reimbursement for the inconvenience caused by the mishandling by DHL Canada, totaling CAD$300. Despite assurances from Eniola Oduneye, the claims administrator at DHL Express Canada Ltd., on March 13, 2024, that the refund would be processed within 5-7 business days, I have not yet received any funds back in my bank account. Given these circumstances, I am seeking assistance from the BC consumer protection to resolve this dispute with DHL Express Canada Ltd. Thanks for your attention and I am looking forward to your reply.
Hi Yi, thanks for reaching out. Like this blog post explains, we can’t help with disputes like this with businesses. If you can’t work it out with DHL directly, your options are listed above. I imagine this wasn’t the answer you were looking for but I hope it helps!
Hi,
I had furnace installed. A brown leak immediately started in basement. turns out it is creosote. Furnace company denied that the furnace caused leak. I spoke with a chimney guy and another HVAC expert who explained that a liner should have been put into the chimney to prevent this leak from the stronger furnace causing condensation and bringing creosote from the chimney into the house.
Leak has gotten much worse. it’s coming through walls upstairs and destroying walls.
Furnace company still denying that the furnace is causing this leak.
How do I get help for the problem they caused by not informing us that a liner needed to be installed?
Hi Emily, it sounds like you already tried to resolve the issue with the business. This isn’t an area where we have any legal oversight but there are a couple more options to pursue in the content of this blog post. Depending on the outcome you are looking for, another option is also to file a complaint with your local BBB.
Thank you! I’m guessing BBB is better business bureau. I’ll look into that.
Yes, it’s the Better Business Bureau. 🙂 (Sorry for that use of an acronym!)
no problem! Thanks for your help. I found out that the furnace was not installed up to code so I’ll have to find out if there is a regulatory body to complain to about that.
I went to a furniture store called Furniture Story. From showcase browsing, making the choice and purchasing the furniture was fine till they delivered it to us. The furniture didn’t look the way it was in showcase and when rwe contacted the same sales man did the blame game on us. Making me feel like garbage and my frustration was rising when my dealing with CIBC wasn’t supporting my claim and allowed the furniture store to keep the amount.
A heating company installed a furnace and did not follow code. I have found proof and told them. I complained day after installation about a leak caused by the furnace. They denied it was furnace and even though I have told them I know that it was done against code they are making other excuses. I want them to fix problem and repair damage to walls.
Is there a gas/ furnace/ hvac regulatory body I can complain to about the illegal installation?
Hi Emily, thanks for reaching out. I’m not aware of a regulatory body that can help with these kinds of issues. My guess is that something like this would still need to go through the courts (Small Claims or CRT). More info is linked in the post above. Thanks
Thank you so much. I told them I would begin process with CRT and call technical safety BC and the immediately agreed to address the issue free of cost.
Thanks for your advice
I found out that technical safety BC is a regulatory body you can contact and ask questions. Also the gas code B149 section C 2.9 and 2.10 says that installing a fan assisted furnace into an unlined chimney is prohibited. This is why the creosote leak happened- they didn’t tell me a liner needed to be installed and they took a short cut by installing without a liner.
I showed them the gas code and recorded the conversation with the furnace company technician agreeing with me that the gas code was correct.
Then I told them I’d take the issue to CRT and report them to technical safety BC.
They stopped lying to me and being dismissive and they installed the liner and capped the chimney properly free of charge.
If anyone else has a problem with a bad furnace installation the gas code, technical safety BC, and The CRT are useful
Hello Consumer Protection BC,
My name is Sameer Arora, and I reside in Surrey, Canada. In 2023, I built a new home and purchased KitchenAid appliances for my main kitchen. Unfortunately, I have encountered numerous technical issues with the refrigerator., including two major water leaks, refrigeration problems, and noise issues in both compartments. Since May 2023, there have been nine service visits, leading to significant frustration.
I have made numerous calls to KitchenAid to report these issues and requested a replacement refrigerator, as it seems there might be a quality check problem in your assembly line. However, your office refused the replacement and stated that your contractor, Appliance Pros, would look into the matter. They also hired a third party (Fast Track Appliances) to provide a second opinion, who visited last week and confirmed that there is a problem with the compressor and the sealing lines going deep inside the refrigerator, leading to loud compartments. They confirmed that the report has been submitted to your office on June 20th this month.
A yet another company was scheduled on June 28th to diagnose the problem. This time Sean Rowdon – Technician visited from Platinum Appliances Services and confirmed that compressor is failing in addition to the sealing system of the refrigerator.
KitchenAid is a well-known company, and I strongly believe that customer satisfaction is a priority for your organization. I am extremely disappointed with the product’s performance and kindly request either a refund or a replacement of the refrigerator.
I would greatly appreciate your prompt attention to this matter.
Thank you, and I look forward to your favorable response.
Best regards,
Sameer Arora
Surrey, Canada
Hi Sameer, thanks for reaching out to us. Like the blog post says, we can’t help with quality of service issues. The options available to you are listed in the blog in detail. Best of luck
I recently received a notice from MBNA that one my two credit card accounts would be cancelled due to inactivity unless I “made a purchase … by September 6, 2024.”
Backgroound:
I have been an MBNA customer for at least 20 years.
TD purchased MBNA Canada’s credit card business in August 2011.
Both my MBNA accounts have been inactive since 2nd quarter of 2019.
I retired at the end of 2019.
In the spring of 2020, I phoned MBNA customer service and asked them if my accounts would be cancelled due to inactivity. They assured me that my accounts would never be cancelled for that reason.
I was happy to know that I would retain the credit offered by these MBNA accounts if I needed it in the future.
Then I received the above-mentioned notice last week.
I immediately phoned the toll-free number that was provided for questions.
The customer service rep with whom I spoke was no help whatsoever. She said that she had heard about this policy change but had not been provided with any details. She could not answer my questions as to:
1. Why this policy change now?
2. How long will their credit cards be allowed to be inactive in the future before they are cancelled?
As I was politely expressing my displeasure with this new policy, our conversation was disconnected. Of course, they never called back to complete the conversation. My level of disgust rose to a point where I never called them back either.
Hence this letter.
My complaint:
TD is stuffing this arbitrary policy change down my throat. They are basically holding a gun to my head and saying, “use your card within the next 3 weeks or lose it and the entire credit amount offered on the card”.
TD’s lack of customer service is appalling. Instead of some form of customer retention policy, they will drive their long-term customers away with a notice like this.
This notice makes it glaringly obvious that TD’s primary focus is to improve their own bottom line and to maximize year-end bonuses by trimming what they see as excess fat – customers be damned.
After receiving such a tyrannical letter from TD, I will NEVER, ever be their customer, beyond my two accounts they inherited with their purchase of MBNA Canada.
I wonder how many other long-term MBNA card holders have received a similar notice?
Hi Murray, thanks for explaining the situation. If you have questions about whether this change is allowed under financial rules in Canada, I would suggest reaching out to the Financial Consumer Agency of Canada to see what rights you may have. They regulate banks and financial institutions in Canada. I hope this helps!
Thank you, Amanda. Yes, this helps. I will follow up this agency. My main aim is that my complaint is registered and visible to others.
I would like to file a formal complaint about BMW Canada due to significant issues with their product quality and lack of accountability regarding safety defects. Despite receiving a recall notice for the brake system of my leased 2023 BMW X1, no action was taken by BMW to resolve the defect, leading to a serious accident involving my family. I am seeking advice on whether this issue falls under the Business Practices and Consumer Protection Act or if additional legal steps through the Civil Resolution Tribunal (CRT) are more appropriate.
Hi there, thanks for your question. We have no authority with product quality, as explained in the blog post. The CRT is the only option I can think of – that and perhaps contacting a lawyer for advice. Best of luck!
Subject: Follow-Up on Product Quality and Safety Issue
Dear Amanda,
Thank you for your response and for clarifying that product quality issues fall outside Consumer Protection BC’s authority. I understand your suggestion to explore the Civil Resolution Tribunal (CRT) and seek legal advice.
However, the issue I am facing involves not just product quality but also a significant safety defect in a 2023 BMW X1 that led to a serious accident involving my family. This matter, I believe, goes beyond individual consumer complaints and raises public safety concerns, as the defect poses risks to other consumers who may be driving similar vehicles.
Given the severity of this issue and the lack of satisfactory resolution from BMW Canada, I am looking for guidance on whether there are other regulatory bodies or organizations that could address this situation effectively. For instance:
1. Are there higher-level consumer protection agencies or federal organizations that can investigate safety-related product defects?
2. Would Transport Canada or another regulatory body be more appropriate for handling such safety issues?
3. Are there any advocacy groups or organizations that specialize in addressing disputes involving major manufacturers like BMW?
I appreciate your assistance in pointing me to the CRT and legal options, but I am also seeking solutions that can address the broader safety implications of this defect.
Thank you for your time and any additional recommendations you can provide.
Sincerely,
Munchang Choi
Hi again! I believe it would be Health and Safety Canada that oversees the safety of products and issues recalls etc. You can learn more here: https://recalls-rappels.canada.ca/en. Again, this is not an area we oversee so we don’t have expertise in this area. I would suggest reaching out to them to see where they might point you. Best of luck
I am writing to file a formal complaint regarding Zwilling Canada’s failure to address an issue with my recent purchase. Over three months ago, I ordered a coffee cup set from their website, but one of the glass cups arrived damaged/broken. I promptly contacted their customer service to request a replacement.
They initially claimed the item was out of stock, yet I have regularly checked their website, and it has consistently shown as available. Despite numerous follow-up emails over the months, I have received vague responses stating that they are “still in communication with their warehouse,” without any concrete resolution.
When I requested a partial refund as an alternative, Zwilling Canada outright refused, leaving me with no compensation for the defective product they shipped. This situation has dragged on for over three months, during which I have repeatedly requested either a replacement or a refund, to no avail.
I feel that I have been treated unfairly and am deeply dissatisfied with their lack of accountability and failure to honor their responsibility as a retailer. I kindly ask for your assistance in resolving this matter. I am requesting either a proper replacement for the damaged cup or a partial refund for the defective item.
Thank you for your time and assistance.
Sincerely,
Jeff Shon
Hi Jeff, thanks for sharing your story here. Like the blog post suggests, we have no authority when it comes to dissatisfaction with product or service quality. The options for dealing with issues like this are listed in the blog post. I suspect this wasn’t the answer you were looking for but I hope it helps.
Complaint Regarding Vancouver Guest House (Booking #4310244087, PIN Code 0232)
I am writing to express my dissatisfaction and lodge a formal complaint about my stay at Vancouver Guest House, located at 705 West 54th Avenue, Vancouver, V6P 1M3, on December 6, 2024. The property was vastly misrepresented on Booking.com, and the actual conditions were wholly inadequate and unsafe.
My booking was for a quadruple room with four bunk beds. However, the room was located in the basement and lacked an emergency egress window, a critical safety feature required for any habitable basement space. Furthermore, the room was a poorly converted karaoke room with limited space due to two cramped tables, making it neither comfortable nor suitable for guests.
The basement housed five additional rented rooms, all sharing a single bathroom. This arrangement was entirely impractical and unhygienic, particularly given the number of occupants. The overall state of the property was abysmal, with junk furniture scattered throughout the premises, and it bore no resemblance to the clean and inviting accommodations depicted on your platform.
Moreover, I found mold growing on dried coffee grinds in the coffee pot filter when attempting to make coffee. This egregious lack of cleanliness rendered the space barely habitable. Considering the CAD 957.67 charged for this one-night stay, these conditions were wholly unacceptable.
It is evident that the property’s listing on your website is misleading and fails to represent the reality of the accommodations. I request that Booking.com:
Remove or correct the misleading information regarding Vancouver Guest House from your platform to prevent other customers from enduring a similar experience.
Investigate the property’s compliance with safety and health standards to ensure it meets acceptable standards before continuing to feature it on your website.
Assist in securing a refund for the full amount of my booking due to the false advertising and substandard conditions.
The discrepancy between the property’s description and the actual experience is a serious issue that undermines trust in your platform. I urge you to take immediate action to address this matter.
Please feel free to contact me at tayfranklin7@gmail.com for further details, photographs, or documentation.
Thank you for your prompt attention to this complaint.
Sincerely,
Franklin Tay
Hi Franklin, thanks for sharing your story here. Like the blog post suggests, we have no authority when it comes to dissatisfaction with product or service quality. The options for dealing with issues like this are listed in the blog post. I suspect this wasn’t the answer you were looking for but I hope it helps.
Ninety percent of your responses consist of phrases like “we cannot help,” “it’s not within our jurisdiction,” “we lack the expertise,” “please contact another department,” or “sorry, there’s nothing we can do for you.” This clearly reflects a tendency to handle issues simply, avoid responsibility, and offer no tangible assistance. It seems now I understand why your emails always include the banner advertising that your workplace is “Great Place to Work Certified Nov 2023 – Nov 2024 Canada.” It’s because your workplace is a great place for you to work, but for customers like us, it feels like a pie in the sky or even paradoxical. I respectfully request that you remove this revolting advertisement banner. It is, after all, for the best workplace.
Hi Munchang! Yes, most of our responses in this blog post about quality issues are saying we can’t help and directing folks to other places. The reason for this is because we cannot help with quality of service or product quality issues under the laws we oversee. That’s the reason we wrote this blog post – it’s a common issue we get contacted about and it’s not something we can help with. This is why the blog post clearly states that this is not a topic we can assist with. As much as we would love to help with every topic, we are limited to the laws we have the legal authority to enforce. To learn more about those laws and the topics we can help with, I invite you to explore this page here: https://www.consumerprotectionbc.ca/consumer-help/
We are responsible for enforcing the laws that are currently in place. Any changes to the law are the responsibility of the BC Government and the way to ask for change is to write a letter to your MLA or local representative. I hope this clarifies our role!
Hello Consumer Protection BC,
I would like to file a formal complaint against the home inspector, Ben Xu here, his company is G. Vancouver Home Inspection.
Home inspector Ben Xu inspected our property on April 3, 2024, before our subject removal date of April 5, 2024. During the inspection, he identified several issues; however, he overlooked some major problems that ultimately cost us a significant amount of money and caused us to miss the opportunity to negotiate with the seller. These unexpected expenses have exceeded our budget and consumed tons of our time to resolve, leading to significant stress. After discussing our concerns with him over the phone, he excused his negligence regarding the following points, leaving us without a solution. Therefore, we want to file a formal complaint against him.
Ben Xu’s negligence includes the following:
1. He failed to detect a gas leak from the upper main bathroom cabinet and an upper fireplace. We noticed a rotten egg smell within the first week after moving into the property on June 27, 2024. Initially, we were too busy with the move to investigate. However, while organizing the bathroom cabinet, I smelled it again and called Fortis BC. Their technician confirmed a gas leak in the upper main bathroom cabinet. I called Ben on August 1st regarding this matter, but he said he was busy and would come over when he had time. He gave the same response when I followed up with him on August 14th. He has yet to address this issue until now. After consulting contractors, we learned the leak was located in the wall between the meter and the furnace. Identifying the leak required cutting multiple holes in the wall. Eventually, we located the leak. Furthermore, we found that our furnace could not be started. As a result, we decided to upgrade to a dual-fuel furnace to take advantage of a rebate. However, installing the dual-fuel furnace with the heat pump required an electrical inspection, which revealed another issue: the BC Hydro meter base had been pulled down. This necessitated prioritizing the repair of the electrical meter base before proceeding with the furnace upgrade, which involved coordinating with a licensed electrician, BC Hydro, and the City of Surrey for the required inspections. This process took nearly two months to resolve, and the dual-fuel furnace was finally installed on November 5, 2024. After applying the rebate, the total cost associated with the gas leak and furnace was $7,243.78.
2. He did not identify that the BC Hydro meter base had been pulled down in his report. The cost for fixing the electrical meter base and upgrading the panel was $1,510.95 + $4,836.55 + $1,409.10 (charged by BC Hydro) = $7,756.60.
3. He overlooked a rotten spot between the toilet and the bathtub on the basement bathroom floor (pictures and video available). The cost to repair this issue was $6,540.87.
4. He neglected to mention a rotten spot on the deck and failed to note the rotting wood where the deck connects to the top stairs. The cost to repair these issues was $4,000.00 (pictures available).
5. In his report, he failed to mention that the tile floor in another upper bathroom was broken (picture available), which posed a potential leak risk. Additionally, he did not report that the bathroom jet tub was leaking, as evidenced by water stains on the ceiling of the basement main bedroom (pictures available). Currently, we do not have a budget to address these issues.
6. Furthermore, he neglected to inform us that the basement fridge (the bottom freezer) was not functioning properly and that the freezer did not freeze. I called Ben twice on July 17, 2024, about this fridge. Ultimately, we had to replace it, which cost us $1,304.34.
Overall, these unexpected expenses total $26845.59, in addition to the potential costs of repairs. These unplanned costs have exceeded our budget, wasted a significant amount of our time, and added considerable stress. Most importantly, his negligence caused us to miss the chance to negotiate with the seller. I contacted Ben regarding these concerns on January 20, 2025, but I did not received a solution. Therefore, we are submitting this formal complaint due to the significant consequences of his serious negligence. We request that Ben Xu, the home inspector, fulfill his responsibilities. This complaint aims to address our losses due to his negligence and to prevent others from facing a similar situation.
Sincerely,
Jenny Hu
Hi Jenny – can you submit a complaint here? https://www.consumerprotectionbc.ca/complaint-assistant/
Hello Amanda,
Thank you for your response. I checked the link you provided to submit a complaint; however, it redirects me back to this area again.
I am writing to complain against Home Inspector Ben Xu( BC license number: 55979, phone number: 778.989.4078), who inspected our property on April 3, 2024, just before our subject removal date of April 5, 2024. While he identified several minor issues during the inspection, he overlooked major problems that cost us a significant amount of money and caused us to miss the opportunity to negotiate with the seller. These unexpected expenses exceeded our budget and required considerable time and effort to resolve these issues, leading to significant stress. After discussing our concerns with Ben over the phone, he excused his negligence regarding several critical points, and we were left without any solutions. That’s why we want to file a formal complaint against him here.
Ben Xu’s negligence includes the following:
1. **Gas Leak**: He failed to detect a gas leak from the upper main bathroom cabinet and the upper fireplace. We noticed a rotten egg smell within the first week after moving in on June 27, 2024. Initially, we were preoccupied with moving, but while organizing the bathroom cabinet, I smelled the rotten egg again and contacted Fortis BC. Their technician confirmed a gas leak in the upper main bathroom cabinet. When I called Ben on August 1st regarding this matter, he said he was busy and would come when he had time. I followed up with him on August 14th, and he gave the same response. He has yet to address this issue. After consulting with contractors, we learned that the leak was located in the wall between the meter and the furnace, which required cutting multiple holes to identify. Eventually, we located the leak, but we also discovered that our furnace was inoperable. As a solution, we decided to upgrade to a dual-fuel furnace to take advantage of a rebate. However, installing the dual-fuel furnace with the heat pump required an electrical inspection, which revealed another issue: the BC Hydro meter base had been pulled down. We had to prioritize repairing the electrical meter base before proceeding with the furnace upgrade. I coordinated with a licensed electrician, BC Hydro, and the City of Surrey for the required inspections. This process took nearly two months to resolve, and the dual-fuel furnace was finally installed on November 5th, 2024. After applying the rebate, the total cost of the gas leak and furnace upgrade was $7,243.78.
2. **Electrical Meter Base**: Ben Xu did not identify that the BC Hydro meter base had been pulled down in his report. The cost to fix the electrical meter base and upgrade the panel totals $7,756.60.
3. **Basement Bathroom Floor**: He overlooked a rotten spot between the toilet and the bathtub on the basement bathroom floor. The repair cost of this issue was $6,540.87 (pictures and video available).
4. **Deck Issues**: He neglected to mention a rotten spot on the deck and failed to note the rotting wood where the deck connects to the stairs. The cost to repair these issues was $4,000.00 (pictures available).
5. ** Ensuite Bathroom Concerns**: In his report, he did not mention that the tile floor in the ensuite bathroom was broken (picture available), which posed a potential leak risk. Additionally, he failed to report that the bathroom jet tub was leaking, as evidenced by water stains on the ceiling of the basement main bedroom (pictures available). Currently, we do not have a budget to address these issues.
6. **Basement Fridge**: He neglected to inform us that the basement fridge was not functioning- the bottom freezer did not freeze. I called Ben twice on July 17, 2024, regarding this fridge, but he made an excuse. Ultimately, we had to replace it, incurring a cost of $1,304.34 (receipt available).
Overall, these unexpected expenses total $26845.59 in addition to the potential costs of repairs. These unexpected expenses have gone beyond our budget, taken up a significant amount of our time, and caused considerable stress. Most importantly, his negligence caused us to miss the chance to negotiate with the seller. I contacted Ben about these concerns on January 20, 2025, but I did not receive a resolution.
I am submitting this formal complaint because of the serious consequences of negligence. We request that Ben Xu, the home inspector, fulfill his responsibilities. This complaint aims to address our losses due to his negligence and to prevent others from facing a similar situation.
Sincerely,
Jenny Hu
Hi Jenny, the link should work for you. We’ve tested it a few times today. We need a complaint form to proceed, so please try again and attach relevant documents: https://www.consumerprotectionbc.ca/complaint-assistant/
I bought 3 commercial fridge in vancouver from 1801 powel street he was selling on facebook market iranian guys they were all broken
I am writing to formally report a deeply frustrating and unprofessional experience I had at the Maple Ridge GMC dealership.
I recently brought my work truck in to have a damaged rim replaced and to get a full servicing. While my truck was in the dealership’s care, my welding cable was stolen from the vehicle. This cable is critical to my job, and its theft caused major disruptions to my work the following day.
When I picked up the truck and discovered the cable was missing, I spoke with the sales manager, who came outside to take a look and told me not to worry—the dealership would cover it. Based on that, I expected a timely and professional resolution. Instead, I was told for five days that someone would call me back, yet no one did.
When I finally received a call from the general manager, instead of addressing the issue professionally, he threatened to leave negative reviews about my business because I said I would write a review about the poor service I received. He also stated that if I spoke to him “nicely,” they might be able to help me out, which I found to be both unprofessional and inappropriate.
To make matters worse, I was told the dealership had captured the theft on camera, yet they still denied responsibility and failed to follow up or take appropriate action.
In addition to the theft and the poor handling of the situation, the quality of the service was unacceptable—especially considering my bill totaled nearly $3,000. Upon picking up the truck:
• One tire was flat.
• Both rear tires were leaking at the valve stems.
• There was a noticeable shake in the front end, which I never reported, but should have been addressed during a proper servicing.
• The truck was not washed, which I would expect for the amount I paid.
I had previously serviced my truck at the Surrey GMC dealership, but began going to Maple Ridge when it opened because it’s closer to my home. Now, due to this experience, I’ll be returning to Surrey, despite the inconvenience, as I no longer trust the team at Maple Ridge with my vehicle.
This entire experience—from the theft to the poor service and the unprofessional conduct of management—has been unacceptable.
Hi Sebastian, if you would like to learn more about the rules for dealerships to see if any apply to your situation, I would suggest exploring the Vehicle Authority of BC’s website or contacting them for assistance: https://vsabc.ca/