The fixer is in for an update.
In an interview with The Globe and Mail’s Chris Walker, the former CEO of the company said the company has received a “significant number of complaints” about its customer service and said it’s reviewing all its business practices.
He said the complaints come from all sorts of sources, including employees, suppliers, investors and customers.
“We have to look at it in a systematic way,” he said.
He also noted that the company’s growth has slowed over the last few years, which has contributed to the growing number of customer complaints.
“When we started, we had 1,400 employees.
Today we have more than 1,200 employees,” he explained.
“In a lot of cases, they are our customers.”
What’s happening with the company?
“It’s been going downhill.
It was a big one when we started,” he told Walker.
“It just kind of went away and we were a really big brand and a really great brand and had a really good revenue model and it’s just not happening anymore.”
He said he has been “deeply saddened” by the customer complaints, which he described as “extremely hard to swallow.”
“What we have been trying to do is get this right, to fix the problems and then to get the brand back to where it belongs,” he added.
The company was founded in 2008 by former investment banker Marc André, who left in 2011.
He’s now president of a Vancouver-based company called RBC Capital Markets.
The business is currently valued at $1.9 billion.