Complaints Policy

How to raise a complaint

Call (289) 203-1512 and explain what happened. It helps to have the date of the job, the property address, and a description of the problem to hand.

What happens next

We will acknowledge your complaint when you contact us and confirm our understanding of the issue. We will look into what happened, which may involve speaking with the crew who attended, and we will come back to you with our response and what we propose to do about it.

Straightforward matters are usually resolved quickly. If a complaint needs more investigation, we will tell you that and keep you updated rather than leaving you waiting.

If an item was removed in error

Tell us as soon as you notice. Depending on how recently the job took place and where the material went, recovery may not be possible — but the sooner we know, the better the chance of doing something about it. This is also why we confirm the scope with you before starting, and why it helps to separate or clearly mark anything that is staying.

If you are not satisfied

If our response does not resolve the matter, say so and we will review it again. You retain any rights you have under Ontario consumer protection law, and you may raise the matter with Consumer Protection Ontario.

Feedback that is not a complaint

If something could have gone better but is not worth a formal complaint, we would still like to know. It is how the service improves.