Acoutera Renovations is a customer-focused contracting company. Our mission is to bring trust back to the industry by being extremely transparent with our clients. With expertly skilled tradesmen in every field, we are able to take on any project and complete it with the highest level of quality - from a small bathroom, to fully custom new-build hom read more...
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Hi Brad et al,
On September 8, 2022, we initiated contact with you. It is now October 18, 8 weeks since our initial attempt to reach out to you, Modelreno, to have 2 issues: 1) grouting and 2) plumbing addressed. We have emailed and called your company contacts and to date we have not received a return call nor email to acknowledge our concerns and have them addressed by someone from Modelreno. Neither you, Dylan, David nor Lucille from Modelreno have responded.
We tried calling your personal number but your answering machine is full and we cannot leave a message. The number on your website (778-402-9885) does not work:
There is only one ring and a recorded message: "Sorry the phone number was not found. Goodbye." We called again today only to hear the same recorded message.
Several weeks ago, we did receive an auto-response from our 3rd email to you:
I'm currently out of office.
For any urgent inquiries, please contact our operations manager, Lucille, at [email protected].
We emailed Lucille immediately, but she too has not responded. Is she even a real person? We do not understand why it is so challenging to speak with someone from Modelreno to address our concerns? Are you ghosting your clients who have had unsatisfactory experiences with your company?
To say that the grouting and plumping bathroom issues we have described is a major inconvenience is an understatement. Since September 8, we have not been able to use our shower.
We understand that there may be other means to address our concerns i.e. reputation damage via social media and small claims court, however we hope that neither will be necessary.
Do the right thing, honour your 5-year warranty and call or email (you have our number and email) to arrange when Modelreno will fix these 2 outstanding issues forthwith.
Michael and Gary
With zero experience on renovations, it was scary to look for contractors in Google and we only relied on Google reviews for honest feedback. Model Reno has been very clear and transparent from our 1st conversation (with Dylan/Justin), during the planning stage (with Nafal), on the actual reno work (with David), up to the end (with Nafal). Everyone was professional and got the job done shorter than expected. Renovations can be very stressful but it was a great decision for us to trust Model Reno with our mini project. It can be a little bit pricier than other contractors but it was worth having no stress and having a clear view of the finished project. We love our new, cozy and modern bathroom!
Stay far far away from Model Reno, Acoutera, or whatever they change their name to in the future. I am leaving one star because I can’t leave zero. I had such a terrible experience with this company. I will leave a detailed account of my experience with photos after legal proceedings. It will be enough to scare you from even thinking of doing a reno. Model Reno (Acoutera Inc.) ultimately left without finishing the job, leaving me without a functional bathroom (no toilet, no water or fixtures to bathe or shower) in a one bedroom apartment during a heatwave no less. They have no regard for their customers or show any sort of professionalism once they’ve received your signed contract and deposit.
Do your research as I regret ever hiring this company. Keep in mind there is no regimented regulation of this type of business in BC and they pay the BBB so are essentially protected by them as they are a revenue generator. I would give anything to go back in time and not hire this company who caused me such stress and financial hardship.
Response to Acoutera/Model Reno~
Your recollection of facts is extremely flawed.
Dear Jordana, you hired us in March 2021 for a partial bathroom renovation. The starting date for the project was June due to the lead time for some of the products requested. David was assigned as your project manager and was introduced to you prior to the project started. Each of his tradespeople are certified and have the required licenses to perform their work. We have a fairly extensive process for onboarding new contractors, and we collect these documents at the earliest stage of the vetting process when they are hired.
The project began and proceeded very smoothly. However, throughout the course of the work, you had asked for a few additional things to be completed. After sending a change order and with a breakdown of the additional charges resulting from the changes you requested, you refused to sign or pay for the change order. Because of this, the tradespeople did not want to return to the job-site knowing that it was likely that you would never pay your final balance.
It is also our company s policy to halt work if a change order or invoice isn t paid within 3 days - we have been hurt in the past by doing work before it s signed or paid for. This change order was never signed or paid for, and a good portion of the work had already been completed for free.
With 3 days worth of labor left to complete the renovation, you left for Calgary to work there the entire month of July, without making any arrangements for David to enter your unit to complete the work. You specifically advised your project manager that you would make arrangements to have it completed when you got back to Vancouver.
Upon your return, with no resolution on the previous change order, you were not happy to discover that the bathroom wasn t complete. Unfortunately, finishing the renovation was not possible for David, as he could not enter the space while you were away for a month.
You requested a full breakdown of the outstanding invoice, which was provided to you over email on (insert date). Instead of agreeing to pay the invoice or sign the change order of your requested alterations, you demanded a refund of more than $2k for products that had already been removed from your original invoice once it was updated.
Even though the renovation was nearly complete, and additional work was already done for you, we were never paid for any of this work. You even insisted on filing a lawsuit rather than finding an amicable resolution or paying for completed work. We did not go back to the project for this sensible reason.
After reading her review and our response, let me ask - would you have gone back to finish the work knowing with absolute certainty that you wouldn t be paid? This is a conundrum that contractors are often faced with. Imagine going to work at a 9-5 job and having to file a lien or hire a debt collection agency to get paid for the work you ve already completed.
Of course it is not in our interest to put our customers in a stressful situation. We try to be accommodating to customers needs and financial situations. However, leaving to another province for a month, and refusing to pay change-orders, obviously made the work much more difficult.
It s important for us to note that we were very public about our name change. We specialize in selling beautiful pre-curated bathroom renovations, aka models , hence the name change. We gather reviews from customers and do our own inspections of each project to give an unbiased opinion about the events that occurred. This empowers customers with information that isn t otherwise publicly available. You can check out our website for some of our completed projects with before-and-after photos, customer-quoted reviews, and the pre-curated models.
I cannot urge you enough to find ANYONE else to complete your renovations. Acoutera worked on my bathroom for over 9 months before I fired them and took them to court. They installed the wrong colour of tiles, destroyed the vanity I purchased, drilled holes through the wall to the hallway, improperly installed a toilet which leaked all over my home, and were next to impossible to communicate with.
They cut corners anywhere they can and do not fulfil their contractual agreements.I was awarded some money in court; albeit, not enough to fix all of the damage to my home that they caused.
Acoutera, who have now changed their name to Mjodel Reno are absolute amateurs in every sense of the word!
Thank you Jennifer for taking the time to share your opinion on our services. However, we feel it important to clarify many facts that were left out during the writing of this review.
We would like to be the first to note that the project photos on our website are indeed real projects we have taken on. We employ two professional photographers who attend our job sites after projects are completed to take photos.
As an example, a link to pictures of Jennifer's completed bathroom can be found here: https://drive.google.com/drive/folders/1k2Iu46UfCeTNqWYXuw83iErQolmLfkOh?usp=sharing
While we were on the site last she had agreed that it looked beautiful.
Some of the images seen on our "Models" page are realistic 3D renders, and some that live in our design studio are meant to act as inspiration. All of the images on our "Projects" page are indeed images and videos of projects that we have completed.
Jennifer had made the decision to engage us back in October of 2019 to complete one full bathroom renovation and one powder room renovation - our specialty. We spent a significant period of time assisting her on product decisions and together we created a beautiful design with hexagon tile through the bathroom. As soon as we were ready, we began the installation process and neared completion by the end of the third week.
It was after we were nearing completion that Jennifer made the decision that the tiles were slightly too off-white. She insisted that we rip out all of the work and redo them with a different set of tiles.
Although the tiles were the exact ones specified in our contract, we wanted to do our part to ensure the client was satisfied. We spent over 2 weeks visiting every tile store in the greater Vancouver area to find a "perfect white" hexagon tile. Nothing met the clients requirements so we agreed with Jennifer that we would select a different type of tile.
These tiles needed to be custom ordered from Toronto and took an additional month for delivery, further delaying the project beyond initially planned. Upon arrival, we promptly installed them. This is when we ran into more troubles.
The vanity we had agreed upon over email arrived damaged. We returned it to our supplier and received a replacement, which also arrived damaged.
Together with Jennifer, we both agreed to instead make a custom vanity free of charge. The process required to design and fabricate a custom vanity takes time, this resulted in further delays.
Further unavoidable issues occurred throughout the renovation process that further delayed our project.
The client got COVID-19, and thus could not visit the countertop store to check the colour of the countertops (We did not want to install them without approval in the event that we would run into the same instance as the tiles). Following recovery, the client refused to visit the countertop store to select her countertop.
When we got to the end of the project, the only remaining item was the vanity countertop.
However, the final invoice was never paid, with over $11,000 outstanding she proceeded to take legal action over alleged damages that we caused to her property (A screw through one of her walls) We settled privately with the agreement that we would not pay for any alleged damages and she would not have to pay her final invoice.
We had also agreed to give her additional compensation for the cost of the tiles as an act of goodwill.
Throughout the process, we worked tirelessly to make Jennifer happy and although from her initial review this may sound to the contrary. We have taken steps to refine our process and ensure that we hold our company, our contractors and our suppliers to an even higher standard than before.
Brad and his team did a fantastic job taking care of this renovation project.
I renovated my entire bathroom , replaced the entire flooring for the entire unit. Brad and his team also managed the kitchen renovation in a timely manner.
The team was extremely professional with an impressive attention to details and and eye for quality product within my budget.
I highly recommend Acoutera as there are no hidden fees as Brad lays out the entire plan, with pitfalls and possible issues. He also provided us with a few pricing options which was very nice to see what’s out there.
Good luck to all, and thanks Brad
Brad managed my basement renovation and it looks great. He managed all of the trades, so I didn’t have to do anything except for pick the flooring and the paint colours. The crew ripped out and replaced all of the floors and drywall, and repainted the whole place. The house was always left clean and it was finished on time. The cost of their flooring materials was cheaper than home depot and the painter (stephen) did a perfect job. I would hire them again for sure, five stars.
Thanks for the great review Nick! It was a pleasure working for you.
We got new laminate floors installed in the basement and Acoutera helped us find the best contractor. We paid with a credit card and it was held in escrow just in case anything went wrong.
The contractors were super professional and on-time. We will use them again next time.
Acoutera Renovations has a TrustScore™ of 1.8. The average TrustScore™ for other businesses providing similar services in Vancouver and the surrounding areas is 3. For detailed information on how TrustScore is calculated, click here to learn more.
The following elements are used to calculate TrustScore:
|Customer Reviews||Last 12 Months||All Time|
|Complaints Received||Last 12 Months||Last 3 Years|
|Suppliers & Creditors||0||0|
|Employees & Sub-Contractors||0||0|
|Posted License Information||N/A|
|Posted Liability Insurance||Not yet provided|
|Posted Workers Compensation||Available upon request|
|Social Media Profiles|
|Endorsed by Peers||Not yet endorsed|
|In Business Since||2017|
|Member of TrustedPros Since||2018|
TrustedPros does not validate certain information provided by contractors and vendors in conjunction with the creation or maintenance of their profile and we cannot endorse or guarantee the performance of any contractor. TrustScores are provided for informational purposes only. We urge you to use the TrustScore™ in conjunction with the tips provided in our Hiring Guide to maximize the probability of hiring the best professional for you project.
Acoutera Renovations is a customer-focused contracting company. Our mission is to bring trust back to the industry by being extremely transparent with our clients. With expertly skilled tradesmen in every field, we are able to take on any project and complete it with the highest level of quality - from a small bathroom, to fully custom new-build homes.
If you are looking for a contractor you can trust, give us a call.
|Main contact(s)||Bradley Doering|
|Alternate Phone Numbers||778-403-7526,|
|Affiliations or other locations:||Clark Painting Inc. / Hamilton (Rated 5 / 5)|
|Listed with TrustedPros since:||2018|
|Accepts credit cards||Yes|
|24 Hour emergency service||Yes|
|Licensing information||Business does not require a trade license|
|Insurance information||Contact Acoutera Renovations to request insurance details.|
Check local laws pertaining to license requirements and verify license and insurance details provided by the contractor prior to hiring.