Onside Reviews 5

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Serious Concerns with Documentation, Conduct, and Transparency

Re: - ONSIDE RESTORATION
Richard Keller

I had to terminate my project with On Side Restoration in Edmonton due to serious concerns regarding documentation accuracy, communication, and overall conduct by Richard Keller.

In my experience, I was provided records and photos that did not reflect the actual condition of the property or the work completed. There were also claims of work performed that I believe were not actually done. I was billed for 41 asbestos testing charges, while only 12 samples were taken.

I specifically requested documentation within a 5-day timeframe, but I was only provided partial information one month later. Even then, I still have not received proper photos showing average damage conditions—only images of areas of the home that were not affected, which misrepresented the severity of the situation.

Communication throughout the process was unprofessional at times, including repeated phone calls that felt harassing, and being questioned about my Power of Attorney status despite providing written proof.

In addition, workers attended the property at approximately 9:30 p.m. to remove flooring two weeks after the incident, without clear explanation or proper communication. I was also told that cleaning and remediation work had been completed when it had not been properly verified. There were also instances where items were taken without clear authority.

Overall, there was a serious lack of transparency and a complete breakdown of trust, which ultimately led to my decision to terminate the project.

Timely and courteous help with finding a cost effective solution to mice problem

January 20, 2025 – The Fire
Around 1:30 a.m., I was awakened by a faint beeping. Opening the laundry room door, I was met with thick black smoke. I immediately evacuated with my 10-year-old son and our dog, alerted the upstairs tenants, and called 911. The fire, originating in our son's bedroom wall, was extinguished by firefighters who then advised us to re-enter the apartment—a decision that, in hindsight, was ill-advised due to lingering smoke and debris.

Initial Contact with OnSide Restoration and Intact Insurance
Later that morning, OnSide Restoration arrived, summoned by our landlord's insurance. They deemed everything in our son's room a total loss. I contacted Intact Insurance to file a claim. Adjuster Jarrett MacDonald initially refused to speak with me, citing privacy policies, but eventually disclosed we were entitled to $50/day for accommodations.

January 21 – Authorization and Asbestos Concerns
My partner, returning from offshore work, authorized me to communicate on his behalf. Jarrett then mentioned a $15,800 displacement allowance, clarifying the $50/day was for stays with family or friends. That evening, Carl Settle from OnSide alerted us to asbestos contamination throughout the apartment, urging immediate evacuation without belongings. The next day, he reversed his statement, claiming contamination was limited to the bedroom, leaving us confused and without clear guidance.

Late January – Temporary Housing Struggles
We secured a $3,000/month rental through my partner's sister, as Intact's suggestions were either unaffordable or had pet restrictions. The rental lacked running water initially, was infested with mice, and situated in an unsafe neighborhood. Despite these conditions, we moved in, anticipating a two-month repair timeline that extended to over three months.

February – Inventory and Communication Breakdown
On February 5, we signed a work authorization for OnSide to begin inventory. The process occurred on February 12–13, during which Krista Clairmont inquired about sentimental items, giving us hope our belongings were in considerate hands. However, post-inventory, communication from OnSide and Carl ceased for over two months.

April – Inadequate Documentation and Disputes
On April 4, we received blurry, unorganized photos lacking labels or itemized lists. Many items, including our son's wrestler collection and jewelry, were missing or unaccounted for. Jarrett explained this was a "bulk inventory" for economic reasons, a method never previously disclosed to us.

Late April – Miscommunication and Premature Move-In
Despite being told we could return home by May 1, we had to vacate our temporary rental by April 29. With no updates from OnSide, we booked a hotel from April 28–May 2. Suddenly, OnSide began moving items back into our apartment on April 28 without our approval for cleaning. They claimed authorization was given in January, which was impossible as we hadn't approved inventory until mid-February.

April 29 – Return to a Neglected Home
Upon returning, we found our apartment uncleaned, with furniture returned dirty and soon becoming moldy. Kitchen items still had soot, and many belongings were missing or damaged. OnSide couldn't confirm where our property was stored from February to May.

May – Disputed Charges and Lack of Accountability
Intact admitted to faults by both themselves and OnSide, acknowledging no authorization was made for cleaning. Despite this, we received a bill exceeding $18,000, later reduced to $16,100, which included unauthorized cleaning charges.

June 2 – Escalation and Public Disclosure
A call with Corey from Intact resulted in an offer of $16,100 for OnSide's services, which we refused due to the subpar service and unauthorized charges. We escalated our claim to Intact’s Ombudsman and decided to make our experience public, seeking accountability and justice.

Ongoing Issues and Unanswered Questions

Missing belongings and lack of a full inventory.

Misleading information and poor communication from both OnSide and Intact.

Unauthorized cleaning and disputed charges.

Unanswered concerns about asbestos contamination and safety protocols.

If you or someone you know has faced similar challenges or can offer assistance, please reach out. We have documented every email, photo, and recorded call. Our pursuit for accountability and closure continues.

This company is a joke they're owned by the insurance company they do shit work they don't stand by their work they don't stand by their craftsmanship they put tiles in for me all cracked after one year and now they won't even come and fix it don't bother with this company if you're with Intact Insurance don't let them use onside as your contractor they are the worst

I had the misfortune of having a fire in my home in may of 2023. After this I was unable due to personal reasons to attend the property for several months. Shortly after Intact insurance appointed ON SIDE restoration (windsor div.) to work on my home. The insurance comp. deemed the house be completely gutted due to smoke damage. Also all belongings except a small amount they had moved to the basement. ON SIDE removed these items on 2 separate days according to witnesses from the neighbourhood The first day a cube van arrived and many of my belongings were loaded into it. One neighbour thought this was stuff they were going to clean and store for return. On the second day a truck and trailer arrived and the remainder loaded in it. At this point one of the employee's told onlookers "help yourself its all going to the dump anyway". So people did. I believe its policy items deemed loss be taken to landfill and disposed of (all items). Help yourself tells me the employees probably had taken what they wanted and this was what was left. Next the gutting of the house which took over a year for an 800sqft home. There were no city hold ups, no protests and the only environmental issue was an abatement crew was needed for about 2 days work.The reason it took so long ON SIDE'S lack of professionalism, lack of integrity and poor work ethic's. During this time there were several break in's and even some homeless took up residence on the property. Nov of 2023 i was able to attend the property and on side would not allow me into the house and said I could take my stuff from the garage and shed. Upon entering these structures i found most of what was in there had been stolen too. My lawyer was present and asked could i retrieve the belonings in the basement ON SIDE said no and most of it also was stolen sometime after. After that yet another break in and the copper wire and piping was stolen. I believe much of this is due to ON SIDE failing not only to secure the property properly but also for their lack of attendence to do work there. At this point i was living some 3 and a half hrs away and had to depend on updates from neighbours. So at the end of it all I was compensated at a depriciated value for most of my stuff most of which should not have been stolen. The insurance company wont cover the copper im stuck with that bill. But I did have 2 of my good neighbours return stuff of mine they got from the ON SIDE free for all in my driveway.