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:05/02/2025

  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.

  I have been patient they use a third party contractors and one broke my light did work that wasnt in the contract. I have a water stain on my kitchen ceiling, waiting on my window screens to be put on the new windows touch up paint a light that was broken by the third party contractor. Touch up paint numbers not put back on my house. This company has been paid in full in February now its May no one has shown to complete anything

  

  Business Response

  Date: 05/09/2025

  We have completed this project in full as per the documentation that has been attached. There is a Certificate of completion and Satisfaction that was signed in January by the customer. We have walked the Final Walks with the customer and signed off on all work in January so I think this might be warranty that the customer is wanting us to perform. We are happy to perform the warranty work. All the customer has to do is follow the Warranty Handbook details to start a Warranty Ticket and we will be glad to work on this for them. If the customer will send a Warranty Request to *********************************** we will be glad to open a ticket. 

  We provide a 60 ish page "Customer Start Pack" to all customers that clearly lays out how we do business but also has the warranty package at the end. This Customer Start Package guides our customers clearly thru the process to make sure they clearly understand how the warranty processes work. Please see Document "Warranty Customer Start PAck" Doc that clearly states how warranty works. 

  Please See "Warranty Customer Start PAck - Start Page 1 - 2" and it clearly shows exactly what to do and we will be glad to get the process started. 

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23276760
  
  I am rejecting this response because:
  Items that are in disarray was done after the package was signed and work not done properly. And I was given the run around and have been waiting on this company since February 
  Sincerely,
  
  **** ***********

  

  Business Response

  Date: 05/21/2025

  I understand the rejection but the fact remains that this punch list and final walk documents were fully signed off on and completed. We did not force anyone to sign off on the project. These items in question are warranty items and need to be treated as such. We have since received a list of the warranty items and have started a warranty ticket for inspection and approval for completion. 

• Initial Complaint

  Date:06/28/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Homestar started repairing our house more than three years ago. We gave them all we wanted to put in the house before contract was signed then a few months in they said they did not include our picks and there was a huge change order. So we approve the change order and still now we still dont have what we asked for. The project should have been three to six months and it is almost three and a half years. We need our home back. I have a wife and a 14 year old daughter and they dont deserve this. Homestar are paid in full. And they show up a day here and there. They stayed away one time for 8 weeks. We need this project done so that me and my family can move into our house. They have bled us dry that is why I am reaching out. Please help I do not know where or that to do. If I had any money left I would take them to court but we dont have anything left. They told us it would be done 2 months ago so we got all of our stuff out of storage. And still not done now the little bit of stuff we have is being ruined and I dont have the fund to put it back in storage. Please help. This is the short version if someone will meet with me I could show in more detail what we have been going thru. Thank you in advance for you alls help.Sincerely, *************************

  

  Business Response

  Date: 07/06/2024

  Unfortunately we disagree with ***** on this matter. We are working with ***** to complete the project but have ran into list of roadblocks with the customer because of many things but most of all because of the challenges with COs and color selections and etc. on day one we told the customer we will not start the project without having all color choices and it took months to get them all. And when we received these choices they were choices that far exceeded the prices we had given for each line item. Example-we charged the customer ******* for a new front door (this includes Labor and Materials and 20% profit for our business) and then the customer went and chose a ******* door just for the materials. This has been an underlying issue from day one. The main cause of these challenges is that the customer is a heavy drug user and has lost his way and is constantly forgetting things or running our crews of the jobs for unknown reasons. We are trying our best to complete the job at this time. 

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21914700
  
  I am rejecting this response because:
  I am a cash paying customer, that being said whatever I pick out for my house should not be relaxant. Secondly me and my wife selected all items for the house before the contract was signed. But Homestar did not even take it in consideration when contract was given for us to sign, they had the info and did not include it. I thought that it was because I have send it more than once to them to include. However I believe it was not included to trick us and get a huge change order from us and they got it. Anything that was added to scope we paid for with no hesitation. *** I not remind you all that the project is paid in full. Let me tell you all a few things that has been going on. The windows were installed two and a half years ago, they installed them but is not complete. They still need to install one that was not done. Then the ********* was training one of his guys to become a *********, oh the outside woodwork is not complete and quality is so bad and unacceptable. He brand new roof they installed is leaking. I can go on and on for days. We need this house done, it is costing me almost $2000.00 a month extra not living in our house. 
  

  Then ****** is going to attack my character and saying I am a drug user. All I have to say is thank you for putting that in your letter to the BBB. You know, defamation of character is a serious charge and I wont take that likely. But I am putting that on the back burner, I need my house complete and once again we are back on the same trend looks like. Where a trade would come in for a day or two and then weeks go by before we see another trade. One time they were not at my house for 14 weeks, I want my house done with items I picked out and paid for. Like a tankless hot water heater, the correct light, correct island countertop, correct vents in bathrooms, correct sink and so on. That is not to much to ask for especially not if you already paid for it. And yes  get mad, wont you if the contractor you hired has installed half of what you asked correctly and the other half wrong. This is a bunch of bs and I half every email that I have send to make sure the correct items are installed and paid for a huge change order but yet it is still wrong. Fix it and fix it now please so that me and my family can put this nightmare behind us. We have suffered enough, none of us deserve it. The last project manager we met a week ago seemed nice and could see why I am so upset. Please get him to fix the wrong and finish my house. 

  Thank you for your time.

  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/17/2024

  We are working to complete the home based on the scope of work approved by the estimate approved and paid for by the customer parents. 

  Customer Answer

  Date: 07/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/29/2023

  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.

  My home was flooded on July 9th from a water main pipe bursting. My walls had to be cut out, my ceiling had to be cut out, all my floors had to be taken out, half of my electrical aren't working, My *** insurance recommended a remediation service and I provided a quote for construction. It's not been six months and I've exhausted my relocation allowance and construction has been haulted because the *** refuses to send a check to cover the full amount. The explanation I'm given is that the packout and electrical weren't approved. And the restoration company (THAT THE *** TOLD US TO USE) Overcharged us and they aren't paying us back even though we were required to pay the restoration company for their work. Restoration cost $15,261.87 Construction cost $21,872.07 Pack out cost $6,339.98 Electrical cost $2,869.36 The total for these three is $46,343.28 I'm only being sent a check for $12,168.70

  

  Business Response

  Date: 09/07/2023

  W are going to look into this and see where the ***************** is on this. We have an approval for the total amount being invoiced. I am not sure as to why they have not issued payment for the correct amount. I can assure you that as we explained in our documentation we do not overcharge for any items. We use a system called Xactimate and ALL of the prices are pre set and cannot be changed by our company for any reason. We don't have the ability to charge what we want. We can only go by what that software tells us to charge for each item completed. WE will get back with you on this. 

• Initial Complaint

  Date:08/18/2022

  Type:Order Issues
  Status:

  ResolvedMore 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.

  I am contracted with them for a remodel on my home. The remodel is 1 year and 3 months overdue with covid delays. They have been paid and are taking extra long to complete the job. They have missed 2 completion dates given previously this year. I would like a new completion date and this project finished in a timely manner.

  

  Business Response

  Date: 08/25/2022

  **************...Thank you for reaching out. I am sorry to hear that you are not satisfied with the service and very surprised as well because we send you an update email with progress 2x per week and you have not voiced any concerns to date but I am glad your voicing them now. I wanted to clarify the dates for you so you can have better context to where we are. In your comments you made 2 comments that need some clarity. 1. We have had the house for 1.5 years.  2. We have been paid in full. 

  1. We have not had the home for 1.5 years under construction. Your fire happened 1.5 yrs ago but because of the arson investigation your home was put on hold by the insurance company until December 1st 2021. When they released the home myself and the adjuster found that the home had grown mold so bad because it had sat for 6 months that we had to go in and gut the entire home essentially and removal all of the drywall and etc. Basically having to start the process over. We did not complete the mold remediation until mid December and had our Pre Construction meeting on December 23, 2021. During this Pre Con you explained that you wanted alot of changes. We also talked about making sure that all of the changes were in writing and signed off before we started construction so there was no misunderstandings or mistakes. We asked you for the list of changes at this Pre Construction meeting and you did not provide them to us in full until 1/21/22 in an email. I have attached the email to this complaint so you can review for yourself. Once we received all of this info we created a ** and you signed off on the ** on 2/10/22. We officially started pulling permits and starting work 10 working days later on 2/21/22. This project is a $195,000 which by our standards that were provided to you in out customer start pack that you received we complete work at a pace of about $1000 per work day. 175 Work Days from 2/14/22 is approx. 11/14/22. You can find this info in your customer start pack under the "Timeline" section. We have emailed that document on 2 different occasions. It also has the Warranty Portion in the back of the customer start pack as well.

   

  2. I just checked today and we have been paid about $72,000 of the $195,000 of the money owed. The rest of the money is being held by the ***************** (RCV) and the **** (Third Party Administrator) The *** is in charge of distributing money as the completion of the project unfolds. And because the ***************** is holding so much money they have even sent me an email in the last few weeks asking if they would like us to disperse more funds and my response was no. I have taken a screenshot of those emails from your adjuster and insurance company as well. Feel free to reach out to your adjuster ************* and ask if you would like. 

   

  I know that Insurance Claim is difficult to process and understand. There are tons of moving parts and unless you have been in the industry for a while OR you have had 3-4 claims before it is hard to process and stay on top of. Our job is to make that easier. Please reach out to us so we can do a conf call to talk about questions that you have. We are here and don't forget we send you an update email 2x per week every single week since we have started ands you always respond "Thanks for the update". Feel free to ask more questions in that email thread if you wish. 

  Customer Answer

  Date: 08/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************