Complaints

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• Initial Complaint

  Date:05/08/2025

  Type:Sales and Advertising 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.

  The communication with ****** was terrible along with the concrete they poured is leveled towards my house. We'd agree on a time, and they would show up 4-5 hours later when I would be at work. They even changed the install date and I had to leave work randomly one date because their concrete truck showed up.I had to ask them to come back to clean up all the concrete mess that destroyed my grass and concrete was all over the sides of my house that I could not get off.I asked him to come back to fix a leak caused by the concrete, and we agreed on 8 am. They showed up 4 hours later, (I have camera proof) and he called me. I had an appointment and was unable to call back.Finally, I was back in town, and when I called him, he told me that I was not home when they came. They never showed up at the agreed time, so it was utterly unfair to lecture me and he refused to come back to fix the leak. It was none of his business why I had to go out of town but he was absolutely rude about it. He lectured me as if I was a child. It was so ************ was not my fault they had to come back multiple times to clean up the absolute mess they made and one time they came back because they left tools in my grass.I now have to pay ***** with a new company to demo the leaking concrete area he poured. The leaking concrete is included in the photos- it looks like a ramp. The leaking concrete allows water to enter my garage and being Oregon my garage floor would be covered in water.

  Business Response

  Date: 05/27/2025

  The first time ***** and I meet in person at her property. I listen to what she wanted to do. I did gave her some suggestion that would best benefit her and the project. She didn't accepted them, I respected the work she requested. To do a concrete work there is a process. Start with demolition, Set forms, add gravel, compaction, pour and wash when is dried and remove forms. We do have to go back once to remove the forms and do a cleaning /wash. Not 2,3 or 4 times, Unless is a big project.

  The day of the project our crew started to work around 7:30 am, we pour concrete the same day around 11-11:30am. ***** told me she was very happy with the work that was done. There was a a few dates we agreed my crew was going to be there to remove the forms, she wasn't there. There was another date set to send ****** to do a wash out. She wasn't there, I called her several times and she didn't call me or texted me back back, ****** waited there for around a hour. Every time my crew was there, she wasn't there. It's was time, I was paying each of my crew member and gas I was paying for  There was a set day and time that ***** and I agree to meet at her house. I arrived and knocked her door several times, I was about to leave when she open the door and said she was still asleep. I don't recall lecturing her or being disrespectful to her at all. ***** has my email, my cell phone and my Account payable email. How come she never inform us that she was going to hire another contractor to re-do the work?  The picture that ***** provided are from right after the concrete was pour. Does she have the pictures after our cleaning and wash was done? I prefer set a meeting and to solve this in person face to face. Please let me know when and what time can this be done?

  Customer Answer

  Date: 05/28/2025

  Complaint: 23305302
  
  I am rejecting this response because:

  "I listen to what she wanted to do. I did gave her some suggestion that would best benefit her and the project. She didn't accepted them, I respected the work she requested."

  This statement is a lie. There was never anything different from what we wanted to what you proposed, it was all agreed upon multiple times.

  "To do a concrete work there is a process. Start with demolition, Set forms, add gravel, compaction, pour and wash when is dried and remove forms. We do have to go back once to remove the forms and do a cleaning /wash. Not 2,3 or 4 times" 

  You did not follow the process you mentioned above while doing my concrete. It was not my fault that your team left tools in my yard, or sprayed concreate all over the sides of my house. I spent my personal time trying to clean my house and I was not able to. It's not my fault that they left a complete mess of chemicals, rocks, and concrete in my grass and didn't clean it up the next day. I am still cleaning the mess up after 7 months. 

  "The day of the project our crew started to work around 7:30 am, we pour concrete the same day around 11-11:30am. ***** told me she was very happy with the work that was done."

  This is not accurate and is a lie. You were only supposed to set up forms on September 19th, and you called me while I was at work letting me know last minute that you were pouring the concrete that day. You wanted me to approve the forms and check it out before they poured it. I had to leave my brand-new job for two hours to come back to ******** to double check that everything was as we discussed. You poured the concrete around 12:30 after I left my house. 
  I called you a handful of times when I got home from work because they left the concreate without the pebble finish, and I was panicked because that is not what I wanted the finish to be. When you finally called me back, you had to reach out to your team to figure out why they didn't do this. You then told me they would be back the next day. You used a machine the next day to grind it down with chemicals and it is painful to walk on to this day if you are barefoot. 

  "There was a a few dates we agreed my crew was going to be there to remove the forms, she wasn't there." 

  This is a complete lie. The forms were removed the September 20th, the next day when they used that machine to grind down the top layer, and I have picture proof and video proof. 

  "There was another date set to send ****** to do a wash out. She wasn't there, I called her several times and she didn't call me or texted me back back, ****** waited there for around a hour." 

  My yard was never cleaned up properly from September 20th, and ****** admitted that it should not have been left in that state. I asked you, as the business owner, to come look at the end result and you did not want to. We set up a time when I knew my husband would be home and they never showed up. When they did show up, my husband was gone. I was upstairs with a torn ACL sleeping, not expecting for them to randomly show up. I am allowed to do that since that was my free time and I had nothing scheduled during that time. I finally saw on my cameras that your team was there, and it took time to crawl down the stairs to let them in. ****** and I even joked that you are not great at communicating appointment times with the team to match what you tell the clients. 

  "I arrived and knocked her door several times, I was about to leave when she open the door and said she was still asleep." 

  This is another lie. The one time you showed up for a final estimate, instead of knocking on my door, you kept calling me and my phone was on silent. We set up a specific time and we were just sitting inside watching tv waiting for you. You never even came to my door, you sat in your truck across the street.

  When we started getting rain, we noticed that our garage starting flooding by our garage door. There was a significant amount of water and I knew there was a big issue. I called you and you set up a specific time for ****** to come fix it. We waited around that morning and no one ever showed up. I have a life and obligations. You told me he would be there in the morning around 8am and when they never showed up, I had to leave. I had obligations to attend to. You did call me multiple times around 11am and I was not able to speak to you. I also was extremely frustrated that you again, set up a time and they were not there when you said. When I was finally back in town, I called you to follow up on this situation

  "I don't recall lecturing her or being disrespectful to her at all. ***** has my email, my cell phone and my Account payable email. How come she never inform us that she was going to hire another contractor to re-do the work?" 
  

  That is a lie. My mother was witness to you lecturing me and you refused to come back out. We were going in circles and you were not budging or willing to set up a time. I do recall telling you that "ok, I will have to find another contractor to fix this. Have a good day". That was the last conversation that we had. I have multiple contractors come out and provide estimates to repair the work you did. The concrete is leveled towards my house instead of away. This is a huge mistake on your company. These contractors were actually shocked as to how they leveled it that way. 

  "The picture that ***** provided are from right after the concrete was pour. Does she have the pictures after our cleaning and wash was done?"

  That is a lie. Those photos were taken October 8th. Once again, I had to plead with you to have someone come out and clean it all up. I can take current photos today showing all the concrete mess that is still in my lawn about 5 feet out from where you poured, the concrete spray that is on our wooden fence still, and there is still concrete spray on my house, concrete on my grill cover. 

  As a business owner I would recommend that you start providing window times to your clients. Most companies provide windows like 8AM-4PM. If you would have provided me more accurate time frames, we could have both saved ourselves a lot of stress and wasted time. 

  I do also want you to know that the ********** you used to move my unit, did not re-install it correctly. I have to now pay over $400 to have it properly leveled and replace the feet that went missing. 
  

  All trust in your quality of work is lost, and I can't trust it to be done correctly now. Making up lies is also very unprofessional and concerning. If you do not remember, do not make things up. 

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

  Business Response

  Date: 05/28/2025

  Hello *****-

  Can you please provide me with the invoices of the fees you paid the Concrete and AC repairs?

  Customer Answer

  Date: 05/29/2025

  I saw that there was a request for my bills. I did not see an option to upload them to the website. I have attached the documents as requested. I am currently working on payment plans for these repairs.  

   

  On the ** bill, the highlighted item is the cost I am working on right now. The other two items do not relate to what his company did. 

  Business Response

  Date: 05/29/2025

  Hello ******-

  Thank you for sending us the Estimate you got from the Concrete and AC. As this is an estimate only, we will redo the 15'x5' Walkway to correct the drainage, and we will fix the **** repair. Just let me know when it will be a good day and time for you? If you can't be there let me know how we can get access to the property area to fix the walk way and AC.

   

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23305302
  
  I am rejecting this response because:

  I do not feel comfortable with your quality of work after the experience I had. I do not feel comfortable working with you again. 
  

  They are estimates, but I am on payment plans with each company.  It took me two years to save money to afford my patio and what I paid you.

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

  Business Response

  Date: 06/11/2025

  Pacific Stars is willing to fix the the Slab. Will not provide a refund. 

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23305302
  
  I am rejecting this response because: I attempted to have this company fix the slab and the owner refused to. I had to go out and find a new contractor to fix this issue. This was one of the last things I said to ****** on our conversation.

  I have already paid a lot of money to have this repaired with another company since he refused to fix it. 

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