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Business Profile

General Contractor

Pacific Builders
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 June 24, 2021 my sister and I purchased a Patio Cover from Pacific Builders located at ************************************************************************ for the cost of $17,264.00 with a deposit of $1,000 down on June 24, 2021. At the time of purchase with Designer ************************* the Project Manager we were never told that the cover could leak because of the way it had to be connected to the house. Then on July 2, 2021 ************************* the Project Manager came out to measure for the Cover and to see what Concrete would need to be poured. Still no one talked about the roof possibly leaking. When the materials were delivered and installed, one of the Square Pillars were damaged with a big hole. I addressed it with ************************* the Owner of Pacific Builders and was told that sometimes the Pillars come damage and they would patch it, paint it and warranty it. Which he did. The original drain spout they installed leaked and he sent out ***************** to repair and then replace it. The project was completed October 2021. The following years when it rained, I discovered the roof was leaking on the patio at my entry great room door. I put in a Warranty Claim for repair within the timeframe. **** the owner came out to look at the leak and that when I was told that because the way the roof had to be connected to my house, it could cause it to leak. He sent out **** again on August 24, 2023 to do the repair. The roof still has a couple of leaks. So I contacted **** (****'s Office Manager) on January 16, **** and informed him it was still leaking. I also ask that **** contact me regarding refunding me some money back as I paid over $17,000.00 for a product that leaks. To date (February 3, ****) he has never returned my call. I have no desire to talk to **** now as I felt he was blowing me off, and am now asking for your assistance on a fair resolution of payment, as my sister and I have paid the bill in Full. I don't feel they were honest about their product. Thanking you in advance for your assistance in this matter and look forward to hearing from you.

    Business Response

    Date: 02/08/2024

    ************* to  Miss ******** complaint #******** on 2/3/2024 she spoke with my assistant **** 1/16/2024 and stated that the patio cover still has a couple of more leaks!! of which can happen especially with the last two years of historic rain and wind storms we have a 5 year labor warranty and we are more than willing to honor our warranty!!! of which **** had asked ******************* if she would like to schedule another visit for a technician to inspect the leaks!!! however she requested a partial refund instead of which **** doesnt have the authorization to do, unfortunately Ive had family illness in my family and didnt respond sooner, I will send a copy of the contract that clearly states 5 year labor warranty I dont believe we have done anything wrong here and will fully comply with our warranty agreement, I was able to reach out to ******************* 2/6/2024 and she called me back and she shared her concerns about the leak's, and we discussed that our company will do everything possible to resolve her leaks as soon as the weather clears and we have an agreement to take care of this matter!!! again we appreciate and value our customers satisfaction and we have been doing so for ************************************************************* at ************.

    Sincerely, 
    ************
    President 
    Pacific Builders 
    Family Owned 77 years 

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