Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 5/24
  Roof Repair
  Invoice W40626
  Invoice Cost: $1,379.45 Plus HST
  
  Issue: I original had Homestar come out to fix a section of my roof after a storm. They did come over a do the repair however they did not do the repair correctly. I then had them come back again to fix the roof again and now the roof section that they repaired is now in needing of repair again. They told me that they do not do warranty work on repairs. I would completely understand this if it was years later but it’s the same section of roof and no other part of the roof is in needing of repairs. It leads me to believe the repair was not done correctly again.

  

  Business Response

  Date: 23/01/2025

  Response to Complaint ********

  We visually inspected the customers complaint.  Below our patch (roof repair that we did a year ago) a number of shingles are missing.  It appears that during one of the high speed windstorms that we have recently have, the shingles not below but not part of the scope of our initial repair let go from the roof and caused the bottom shingles of our repair to curl up.  This occurred not because of a defective repair but due to the defective roof around our patch/repair.

  Last year during the time the original  repair was being completed the customer was informed that his entire roof had exceeded it's time of effectiveness per industry standards and as such the complete roof needed replacement.  This has been mentioned the customer at least twice.

  An incorrect repair process or substandard materials on the portion patched last year did not cause the recent damage to the customer's roof.  Instead the bottom shingles of our patch have curled due to the entire roof being defective.
  

   

• Initial Complaint

  Date:15/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 3rd 2023, Homestar Inc. began my 2 bathroom renovations. All was going well and on track to finish in the estimated timeline. The following week, I stopped by my house at lunch (my daughter and I were living with my parents during the renovations), to check on the progress. The project was near completion. To my surprise, when I walked into the house, my kitchen and dining room hardwood floors had flooded and 2 big industrial dryers were on them. I was not informed that this had happened. When I reached out to the project manager, he said that a "pipe" broke while the workers were filling buckets. I wasn't given a very clear answer but he assured me that this was their mistake and that it would be fixed when the floors dry out (sanded and refinished). They were willing to sand and refinish the kitchen and dining room floors but not the remaining floors which attach to those spaces. I was being charged over $2000 to sand and refinish my small living room. I didn't feel this was fair as it was not in my renovation budget to do the floors at this time nor was it my fault. A few days later, the operational manager reached out to me and asked if I would consider paying $800 to refinish the living room floors. I declined. The next day, the *** of Homestar came to my house and took all offers back. He said he would give me $500 out of courtesy. It is now May 15th, and my 8 year old daughter and I are still not living in the house. I did reach out to my insurance company but only after a few weeks as I was told that this was their mistake and they would fix it. My floors are warped and water stained with the likelihood of water damage under the surface.

  

  Business Response

  Date: 16/05/2023

  The leak occurred when our workers washed their tools off to
  remove  grout and sand while using the customer’s outside faucet. It is an
  industry practice to wash tools outside after the job is complete, because
  washing them inside would lead to future issues with plugged up drains. 
  As part of the signed contract the customer is responsible to provide us with
  water.
  The water line to the outside faucet comes from the kitchen
  sink and not from the bathrooms that we were doing renovations in.  The
  leak that occurred in the kitchen was due to a faulty pipe that froze during
  the winter and was not related to any work that we did at the customer’s property.
  We cleaned up the area where the water flooded as a courtesy
  to the customer at no charge to her because we already had the necessary
  equipment in our work van.  We also gave the customer a $ 500 credit as a
  courtesy despite the flooding having nothing to do with our actions.
  
  

  Customer Answer

  Date: 16/05/2023

   I am rejecting this response because:
  
  
  I would like Homestar to pay for the $2000 deductible that I am required to pay to my home insurance for fixing this issue.  The sanding/refinishing of my floors that was promised me (when the project manager said that his was their mistake and not to worry because it would be fixed by their company) would have cost Homestar $2173.50 as noted in the attached email.

• Initial Complaint

  Date:16/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We acquired HomeStar to renovate our kitchen, the initial work started in October 2021 and spanned over the course of several months after which without our renovation being completed Homestar left with no contact for several months.
  
  Issues connected via email included;
  -Mishandled details of the job including sizing of trim, mishandled measurements causing rework of cabinet size and in some cases cabinet closure and alignment being off
  -Water flowing in through our vented hood range during inclement weather
  -Trim falling off the seemingly "finished" product
  -Mishandled trim completed in pieces in various colors using "scraps" for completion
  -Uneaven flooring and missing trip revealing large gaps at the base of our cabinet
  - Soft closure pieces have fallen off we were sold we could simply glue more on
  - Final invoice notes "supply" of dishwasher, hood range and flooring which were purchased separately by **** *****

  

  Business Response

  Date: 31/10/2022

  After a lengthy investigation of this job which took some time to get all of our operations staff that were involved in the same place at the same time, we determined that there were some errors in our invoice that suggested the customer was invoiced for materials that they supplied themselves.  While this was a description error only and not something that was reflected in the invoice total, there were also a couple of times that we could have communicated better with the customer than we did.

  
  

  Since the overall experience that this customer had was not up to our standards or her expectations, we processed a reduction in the invoice of 10% before HST, or $ 1,553.18.  After tax the invoice total has been credited a total of $ 1,786.16.

  
  

  
  

  
  

  
  

  
  

   

   

  ***** **** Chief Financial Officer General Manager Homestar Group