Complaints

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired ************************* of Roxstar Restoration for a water damage claim on 7/31/2023 and I would like to inform others of my experience so they can avoid a similar outcome. We hired ******************** assuming he would effectively, and hopefully efficiently, manage the required repairs to our property by providing a timeline on which these repairs would be accomplished. However this was not the case as he would wait for one portion to be completed before hiring the next subcontractor (even when tasks could have been accomplished concurrently). This resulted in extending the life of the project. With the exception of the carpet installer, Select Floors, and ***** (who completed drywall replacements), his subcontractor (******) was extremely unprofessional. ****** would continually arrive late to our property, and when it was brought to ***** attention he replied I cannot control when my subcontractors show up. This resulted in somewhere in the vicinity of a cumulative total of fifteen hours being spent awaiting their arrival throughout the project. I have two small children, one who requires various forms of therapies, and as result of the apparent inability of the two aforementioned individuals to arrive on-time, I was forced to cancel therapies or other children's activities in order to accommodate Mr. ********* ever shifting timeline.I communicated my frustrations with ******************** and rather than being receptive to his customer, he became defensive and threatened to take the matter to court.Counter to what his sub-contractor, Select Floors, indicated, ******************** was adamant that in order to remove/replace the damaged portions of the kitchen floor, all lower cabinets required removal. I have written communication with Select Floors staging that the cabinets did not need to be removed in order for them to perform their portion of the repair....Complaint continues and is attached as an attachment as it wouldn't fit here.

  

  Business response

  01/18/2024

  ************************* (owner) writing this response to a complaint filed with RoxStar Restoration LLC on 1/17/2024 @ 9:30pm. This is a complaint from ************************* at there main property in **************. First I would like to state that ***** and her husband were very nice when I first met them to go over the whole rebuild project. I walked/talked with them through the whole process of how the rebuild process works. I gave the ****** fam a timeline of 2-3 weeks if we are lucky. I told ****** and ********************* that the only way that I can't meet the dead line is supply chains with the hardwood floors, carpet etc, etc. etc. Moving forward with the rebuild process I am very sensitive to the whole rebuild process, I know this can disrupt anyone day to day routine.  Further into the rebuild process,as a owner it is my job to line out all the trades (subcontractors). That being said, I told the homeowner that I have no control over there schedule and when they are available. As the owner I call all the trades and let them know the scope of work and setup a time for them to go out. Sometimes subcontractor change there scheduling on the day they need to up. I'm saying all this that some things are out of my control and I know it frustrating for the homeowner. Below I would like to explain more in detail about the ****** project. 

  Description: My company got called out to clean up a water damage job on the main level kitchen and basement area. My company complied to IICRC standards S500. The damage that occurred was, lower kitchen cabinets, baseboards, drywall, hardwood floors, carpet/carpet padding and drywall. The granite countertops were professionally removed and reinstalled by a 3rd party company. Once the countertops were removed we detached the lower cabinets near the fridge and placed aside. The kitchen sink lower cabinet was removed by my company due to damages on the side of the cabinet from water damage, this was going to be replaced with a new base cabinet. The kitchen sink was detached, faucet detached, electrical box detached, water supply lines to the kitchen sink faucet detached and garbage disposal detached. The dishwasher was not moved during the demo phase by my company nor by the hardwood floor company, countertop company or the cabinet company. ****** stated that the hardwood floor company said that the lower cabinet did not need to be removed. I talked with **** directly and he said that the cabinet needed to be removed. This was a later response from the text ****** got from ********************************* hired ************************ to reinstall the water line to the fridge, kitchen sink faucet, garbage disposal and connect supply lines to the dishwasher. I have worked with ************************ for many years now, and have never had any issue with their work. They are an excellent company that has always been very reliable, and I will continue to use them in the future.  (Note that this was the last step to complete the whole rebuild project. At this point of the project, we were on track to complete the project on time.) Once ************************ installed the supply line to the dishwasher, *** (tech) from ************************ said (exact words from their invoice) Tested dishwasher and dishwasher would not discharge, could hear pump turn on and would not spray water, verified water is on to unit and turned off breaker. Let sit for a couple minutes and turned breaker on, dishwasher had same issue. Let homeowner know she will need an appliance guy (Local Motive App). At this point the dishwasher that had been installed improperly, leaked on the homeowners hardwood floors. Of course, we all have off days, we are human and sometimes that means we make mistakes. Once the error occurred, we immediately tried to rectify the mistake as quickly as possible. Our goal is to always make the client a priority, and for them to know our goal is customer satisfaction. That being said, the homeowner and my company called several appliance companies, and every appliance company was booked out.
  
  The homeowner called and she said that the dishwasher is leaking all over my brand new hardwood floors and there is water in the basement. I had appliance company Local Motive Appliance *************) come out and take care of the dishwasher. The appliance company stated, why would he hook up the water to this faulty dishwasher when *** (tech) knew it wasn't working correctly? Long story short Local Motive Appliance fixed the problem. 
  
  My company had hire to remove and reinstall the hardwood floors a second time, plus the dryout the building materials in the basement. I EVEN GOT A HOTEL FOR ****** DURING THIS TIME. As a owner if I didn't care I would have walked this project a long time ago but I didn't. Because her husband was deployed. Also, I even hooked up her electric range so ****** can cook meals for her family, this was on a Sunday.  My company is closed on Sunday's and I was in ****** at the time. I dropped everything to help ****** out and I even called my dad to help move the electric range. This is how much I care. ****** I'm sorry you feel this way after so many months have passed. I thought when I left that we were on good terms and you were happy with everything. 

  I wish you would have called he directly instead of going through the BBB and making a complaint. I wish you the best! *************************, Owner

   

  Customer response

  01/26/2024

  from: ****** <*******************>
  to: *****************************************
  date: Jan 25, 2024, 5:30 PM
  subject: Working on response for RoxStar Restoration
  
  I hired ************************* of Roxstar Restoration for a water damage claim on 7/31/2023 and I would like to inform others of my experience so they can avoid a similar outcome.  
  
  We hired ******************** assuming he would effectively, and hopefully efficiently, manage the required repairs to our property by providing a timeline on which these repairs would be accomplished. However this was not the case as he would wait for one portion to be completed before hiring the next subcontractor (even when tasks could have been accomplished concurrently). This resulted in extending the life of the project. With the exception of the carpet installer, Select Floors, and ***** (who completed drywall replacements), his subcontractor (******) was extremely unprofessional. ****** would continually arrive late to our property, and when it was brought to ***** attention he replied I cannot control when my subcontractors show up. This resulted in somewhere in the vicinity of a cumulative total of fifteen hours being spent awaiting their arrival throughout the project. I have two small children, one who requires various forms of therapies, and as result of the apparent inability of the two aforementioned individuals to arrive on-time, I was forced to cancel therapies or other children's activities in order to accommodate Mr. ********* ever shifting timeline. I communicated my frustrations with ******************** and rather than being receptive to his customer, he became defensive and threatened to take the matter to court.
  
  Counter to what his sub-contractor, Select Floors, indicated, ******************** was adamant that in order to remove/replace the damaged portions of the kitchen floor, all lower cabinets required removal. I have written communication with Select Floors staging that the cabinets did not need to be removed in order for them to perform their portion of the repair.
  
  With regard to transparency in billing, ******************** stated that he was very knowledgeable about insurance claims, but this was not the case. Conducting business with ******************** resulted in me having to become familiar with the definitions and scope of work with regard to insurance billing. What I discovered, and what I thought any restoration specialist would know, was that a water damage claim, or at least the way which ******************** defines/interprets it, is that only an uninstall and reinstall of non-damaged/compromised components would be covered (paid for), and not a rebuild. The latter is precisely what ******************** did with the kitchens undersink cabinet. During the **************** of the repairs, it was discovered that an HVAC vent had been floored-over inside of the kitchens undersink cabinet. Upon discovery, **** proposed, and we accepted, a vent line and toe-kick vent grate be included in the repair - this was the sole reason for the disposal of the existing (original) under-sink cabinet. However, the finished product has neither a vent line, nor a vent grate. When I requested that a discount be applied for work not completed, he denied this request. In order to have proof of the aforementioned, I had **** sign a document on 10/24/23 stating that he did not install a vent on the new cabinet even though this was why the original was disposed of. The first attempt at replacing the under sink cabinet was rejected by us as it was not only the incorrect species of wood, but looked nothing like the existing cabinets. While the second attempt was more successful, the finish is of a low quality as it is rough to the touch.
  In the end he charged $1,200 dollars for a cabinet built from scratch when it was not required in the first place. He did reduce the final bill by $250 due to the cabinets roughness. However, charging a customer for work not required is, at best, an unscrupulous business practice. 
  
  The original water damage resulted in drywall, carpet, and baseboards replacement in my Daughters bedroom. During reinstallation and painting of the baseboards in this room, the baseboards were neither cleaned (prior to painting), nor was a dropcloth used during their painting (with new carpet having been installed). Requesting that ****** utilize a dropcloth, so as to prevent paint from dripping on the new carpet, the response I received was combative and rude.
  
  The reinstallation of the baseboards in our kitchen/living room area was subpar, at best. Disagreement occurred between ******************** and his flooring subcontractor (Select Floors).
  Select Floors stated in their contract that they are not responsible for baseboard reinstallation. The result of the baseboard reinstall is a mismatched, uneven aesthetic.
  
  After installation of the second attempt at an undersink cabinet, ****** attempted to reconnect our electrical outlet but did so in reverse neutral, not grounded, and with wires exposed. I had to hire an electrical company in order to check the work which resulted in the below:
  
  A document signed by **** stating he hired ******, who is not a trained electrician, to reinstall my sink outlet and that it was done so improperly. ****** admitted that he did not know what he was doing only after being queried by the electrician I hired. I also have documentation from the electrical company stating what erroneous steps were taken during the reinstallation of the outlet. Had I not coordinated with the electric company, it is doubtful we would have known the extent of the errors until something dangerous occurred. 
  
  When I communicated my displeasure at our experience so far with him, ******************** became defensive and responded thus: This is a good old boys club, ******, and threatened legal action.
  
  ***** inability to process work tasks in parallel led to extensive delays which then caused frantic planning for our family. Listed below are the highlights of unacceptable decisions and notifications which occurred while working with ********************:
  
  September 9, 2023 - Informed last minute (only after I asked, and have emails and text messages for proof) that we should not stay in the property during the floor repairs because of the sanding and floor treatments. We had to quickly call our insurance in order to coordinate for a hotel which could accommodate our family (two adults, 2 small children and a dog). It would have been better if he informed us ahead of time as he should have been in the know about the process of repairs.
  
  ******************** hired a countertop removal/reinstallation company on August 17, 2023 to remove our granite countertops, but failed to coordinate for sink plumbing sink disconnection. They were unable to continue with the work until someone arrived to perform this task (disconnecting the sink and dishwasher). During disconnection of the dishwasher, ******************** damaged a valve which caused further water damage (a large portion of the newly finished floors were flooded) to our property when the dishwasher was reconnected September 25, 2023. 
  
  I have a document signed by ******************** stating that he was the one who disconnected the sink and dishwasher. Additionally, I have documentation from the appliance company stating that if the dishwasher were damaged prior to its disconnection it would have caused water damage on August 16, 2023 as that was the last time it was connected and used. 
  
  3) Saturday (September 23, 2023) - Our oven was supposed to be reinstalled. The original window of time was *****, then 12-1, then *****, and then the information flow simply ceased. I have small children and eating out is unenjoyable and expensive. When he finally did come he brought his family members to help him.
  
  4) September 18, 2023 - ******************** once again shifted the projects timeline to the right. Growing tired of his mounting incompetence, we informed him it was unacceptable and that we needed to stick to the original contractually agreed-upon timeline (22 September completion date). After eventually agreeing to return to the original timeline, ******************** then sent an email indicating that the cost would increase as a result of him adhering to the original timeline (which he now considered expedited).
  
  5) September 25, 2023 - Further damage was caused to our property after the floors were completed due to the reinstallation/connection of the dishwasher. ******************** did not hire an appliance company to reinstall the dishwasher - this, combined with the damaged dishwasher valve, resulting in flooding which then dripped through our downstairs ceiling/light fixtures. I have documentation signed by ******************** admitting fault (that he hired the incorrect person and caused further damage to my property). I also have documentation from the appliance company stating how these damages occurred.
  
  Prior to admitting fault, ******************** attempted to blame the flooding and additional water damage on the plumbing company which reconnected the dishwasher. We conducted a telephone conference to address the issue. Upon conclusion of the teleconference, ******************** admitted fault. The plumbing company has a recording of the conversation.
   
  I have all emails and text messages between myself and ************************* of RoxStar Restoration. I would hate for anyone else to use him and have to deal with what we have dealt with. I felt as if I was employed by him but not compensated for the coordination which I was forced to undertake as a result of his poor planning and lack of knowledge. We are extremely dissatisfied with the work which he completed. 

  Customer response

  02/05/2024

  from: ****** <*******************>
  to: *****************************************
  date: Feb 4, 2024, 8:39 PM
  subject: ************************* RoxStar Restoration customer response

  The point of hiring a contractor/ restoration company to do repairs is that they can parallel process. For example, look at the job that needs to be done and plan subcontractors accordingly not to wait till one job is done then attempt to schedule the next job. And not to mention his assistant (******) was not professionally trained in the trades that ******************** hired him to do. ****** did electric work on my property and he was not an electrician. ********************* was called out by me to check the property after the second water damage occurred. I wanted them to check the lights downstairs as water was coming through the light fixture. I had the company also check the electrical outlet on the sink that ****** installed. Leading Edge found that the socket was Hot/Neutral reverse on my plug tester and it needed to be fixed before any new appliance or electronics plugged in to the outlet. Also the wires were exposed underneath . ******************** was confronted by myself and the technician. His response was That it was like that before.  We have pictures showing that it was in fact not like that before.And upon further questioning of ****** by the technician we found that ****** installed it and the wires were not exposed before. ****** said he did not know how to do it properly. So he guessed. ******************** allowed someone with no knowledge or training to do this work. This could have been a very serious issue. No apologies from ******************** for that issue either.
  
  *I have documentation from the company as well as ******************** admitting his fault and hiring ****** to do a job he had no knowledge or training for.**
  
  ****** also built our cabinet with no knowledge of cabinetry. Neither did ******************** for that matter. My father-in-law had to tell them what to do and what kind of wood to purchase as they tried to provide us with cheaper quality wood ( Pine versus Alder). ******************** was not even there when the cabinet was presented and I have no question in my mind that that would have been accepted if my father-in-law wasn't here to point out the problems of what he provided to us. His final product did not even have the item ( vent in toe-kick) that made him trash our original cabinet. He could have just created a vent in our original cabinet. That single move made us believe he was trying to gain more money from us and not doing what was right.
  
  My husband as well as my father-in-law have many years of working in customers houses  for cabinetry and setting a schedule and a timeline is the most basic thing a business can do. I bring that up because ******************** seems to think that providing a customer a schedule and timeline is beyond his job duties. ******************** acted as if my schedule would revolve around him as if forgetting that we have other things going on in our life.  As someone with two small children one in school and the other needing multiple therapies I cannot operate without a plan. He would contact us after normal business hours as if we are friends and not a business relationship. I would constantly have to ask What is next?  As s business owner ******************** should be able to give an timeline to his clients so he can the customer can plan accordingly. One cannot operate in this chaotic manner. If I did not constantly ask him about the timeline  I would not be informed until the last minute.
  
  There has been many occasions that I've given ******************** a wide timeline.  One example, is I gave him a window of time 8:30 a.m.- 1: 30 p.m. And he's been at my property until 3:00 or 4:00. That was the last we interacted when he was doing touch **** And those touch-*** were  not completed correctly as the baseboard ( in daughter's room)  has an area of bright white when the color is a cream. Plus the paint on my daughter's wall is not covered fully. As it is a textured wall the one coat that ****** did not cover all crevices.
  
  As we were staying at the hotel ( the first time paid for by my insurance) we contacted ******************** asking about the timeline because our time was running out at the hotel. He provided us with the timeline and we verified it and within 20 minutes of him verifying it. He pushed back a week or two. And when we told them it was unacceptable that he needed to correct this and stick to the original timeline.  He was magically able to get  back on schedule but he forgot to mention that he was going to charge us for the shifting schedule because in his words we wanted it done sooner but in reality we just wanted it done on the timeline that we all agreed on. He as a business owner should have made his customers (us) aware of changing a price instead of keeping us in the dark until after jobs are done .
  
  As for him putting us up in a hotel that is correct because of mismanaging on his part. Not hiring an appliance person to install our fridge as well as dishwasher. The damage lies on him so he needed to correct the situation. Isn't that why business carry insurance for this purpose? He didn't do anything above and beyond what was supposed to be done. 
  
  Also, when the second water damage occurred on my property I was suggested by my homeowner's insurance to have a third party come out and look at the water damage just to make sure it was the extent in which ******************** stated. When I disclose that to ********************, he became extremely defensive and said he would not even listen to a third partys suggestions if there were any. I simply explained to him that it not only protects me but it protects him because we can see a non-partial party estimate. As well as verify from a party not involved the extent of the damage. He was adamant about not getting a third party to come out to verify damage he caused. He said and I quote I will not listen to another company and their suggestions. And if they do any work my warranty will be automatically voided. Why wouldn't he want us to check? I had to fight for him to cut into the ceiling and check if there was moisture. If I didn't he would not have. ******************** did not want to take any responsibility and luckily I had the plumbing and electrical company on my side to help me. 
  
  The kitchen sink was not damaged per ***** word that it was trashed because there was no vent not water damage . I do have documentation stating that. **** from Select Floors came over to check the water damage before any work was started and he stated to me that cabinet or countertops did not need to be removed to correct the floors. That Select Floors has a cabinet toe-kick saw that would allow them to bypass the removal of the cabinet and countertops. 
  
  I also have emails proving that I asked ******************** about this and he said he would get back to me and never did. And when I spoke to **** the second time when my floors got destroyed, he told me again that the countertops or the cabinets didn't need to be removed initially and do not need to be removed now. So if the countertops needed to be removed to repair the water damage, why wasn't that the case the second time the damage occurred? Is this because ******************** was paying for this now versus my insurance?  The damage was in the same area that got replaced the first time. Select Floors used a toe-kick saw the second time no problems. There are areas of my flooring that still do not feel right- waffling of the wood ( can feel with hand) and one area the wood is buckled under. I will attach photos.
  
  He has ignored the statement we've made that he trashed our original cabinet because there was no vent at the toe kick. He provided no toe kick on the final project. And he was aware that a water damage claim is an uninstall and reinstall. Not a rebuild. He has told me on many occasions that he's familiar with insurance companies by him trashing and rebuilding a cabinet proves otherwise. Nationwide was very clear with him about what was covered and his estimate that he gave our insurance in order to get authorization did not have his custom rebuild cabinet. It wasn't until after the fact that he presented this $1,200 extra charge. My nationwide adjuster was very surprised about his claims and fees.
  
  ******************** called no said company. I was the one who called the appliance company ( Local Motive Appliance ) as well as Leading Edge . ******************** just called one electric company that he worked with in the past and since they no longer were in business, he he didn't look any further. I, as a customer was calling subcontractors to get things done not him. If I waited for him to do it . The job would get pushed back.
  
  The dishwasher was damaged upon uninstall of sink and disconnect of dishwasher. The appliance company stated that the water valve was broken. If the water valve was broken prior to August 16th then we would have seen water damage on our property at that time, since we used the machine the night before. The dishwasher worked perfectly fine before ******************** touched it. I also have documentation from the appliance company and ******************** stating that he disconnected the valve. 
  
  Also this an example of the poor planning of ********************. When our granite countertops were getting uninstalled. He did not communicate with the company or was unaware that they do not disconnect sinks so we were asked by ********************** to disconnect the sink ourselves. We declined doing it ourselves and had to call ******************** out to disconnect the sink.  Does he not understand what his vendors are capable to do within their contract? Every subcontractor that he has hired has a clause in their contract that states they do not touch appliances. I was informed of that by the other venders.
  
  ******************** also tried to say after the fact that he noticed the valve was broken after he disconnected the valve. If he was aware of the damage, why would he allow hookup to occur? Nothing is adding up from him.
  
   ******************** is the individual who caused the damage because he is the head contractor and everybody else falls under him and he is responsible for who he hires to work at his customer's house. A concept that seems to be beyond him.
  
  As for the plumbing company. ******************** , ***** (the owner of the plumbing company) and myself all communicated after the water damage the second time on my property . We all came to the conclusion that it was not the plumbing company's fault. It was the fault of **** on the uninstall of the dishwasher and the sink. As well as ******************** not hiring an appliance company to do the hookup in the first place.*****, has the conversation recorded if need to be referenced.
  
  ******************** wasn't present for any of the meetings with other companies that were at my property due to damage he caused. Every single company that came out asked me where the contractor was because it shows good faith to the customer. I had to relay everything to ******************** as if I was employed by him. He needed to be present for the conversations about repairs .
  
  ******************** did not call the appliance company or the electrical company. That was all done by me. *************************. The plumbing company actually suggested contacting an appliance company because they were here attempting to  reconnect everything. I called multiple appliance companies trying to find somebody to come same day. I found Local Motive Appliance not ********************.
  
  As for ******************** reinstalling my oven which was per the contract that we signed that he would uninstall and reinstall my oven, He set up the day (and it was Saturday the 23rd of September not a Sunday) and the time kept getting pushed back further and further. I know that date for a fact because I was unable to take my daughter to an event ( at 9:30 a.m.) and I had to coordinate with a friend to take my child so I could be around for ********************. It was originally supposed to be ******, his assistant but he couldn't do it and then it fell on ********************, as an owner of a company, if your employees are unable to do the job, it falls on you, the owner. And of course anyone would get ***et if they waited from 9:30 in the morning till 4:00 pm for an appointment that was supposed to happen at 9:30 am.  My whole day was spent waiting for him to arrive. Yes, he brought his father and wife over to my house to move the oven. Were they contracted and insured by him? Is this a normal process that he does having family members help out in projects? When a business arrives to a customer's house it's basic manners to do introductions. This was not this case. Unprofessional and plain bad manners. Also no apologize for the shifting of schedule just the same excuse I can't control my subcontractor spoken to by his wife. Yes, you can when you are paying them and are able to have some foresight. Not plan last minute.
  
  ******************** you did me no favors as you tried to make it out by mentioning my husband's deployment. I honestly felt taken advantage of as a single mother having work done on my house. 
  
  I would like you, ******************** to reread my initial email and address all the points we brought up. The whole initial complaint was not uploaded fully to the BBB site. It has been corrected now.
  
  * I have saved all communication with ********************, whether that be email or text messages that I can refer to. I also am able to contact the other companies that has helped me in this process to relay what I have said and these two emails.
  
  I would like all communication to be done through Better Business Bureau and no direct contact with business owner . As both my husband and myself have tried to speak to him previously and instead of hearing our concerns he was defensive, argumentative and even threatened court. So this is why we have gone down this avenue with BBB and not you directly. 
  
   6 Attachments
    

  

  Business response

  03/28/2024

   I truly believe I have never worked with a more demanding or critical client in all my 20 plus years in this industry. I believe with a client like ****** there is no level of perfection that would have satisfied her.  Every time we tried to help mitigate any issues that arose, I was met with harsh criticism, as she questioned everything we did.  She hired us for our expertise, and then acted like she was the expert on everything. I think even if we would have done everything to absolute perfection, she would have found something wrong. It is unfortunate that she is the first client I've had that denied me the opportunity to do a final walk through. Where I usually find any small touch-ups that need to be done, or any issues that can sometimes arise. Anyone who has been in this industry as long as I have knows that inevitably there are things that come up, and touch ups that need to be repaired. This even happens continually in new construction.  I truly aim to leave my customer better than when I found them. My sub contractor Hector whom she speaks falsely about several times, is a skilled tradesman as well with over 20 years experience in his field, passed down from generations of tradesmen in construction. I think her account of what happened is nothing short of an exaggeration, combined with several falsities.  I hope as time passes that you can move on and be happy that you got your house back to pre-loss condition, as this was our goal all along. I'm sorry you were so unhappy, but I can't imagine what I could have done that would have ever made you happy with the final results. You seemed determined from the beginning to find any and everything wrong. 
  
  Josh S*******
  

  Customer response

  03/28/2024

  Complaint: ********
  
  I am rejecting this response because:

  Mr. S******* did not bother to read or address any issues that we brought up in my lengthy complaint- that also had proof to back up all my complaints. I even had signed documents from him of his misdoings.

  However , Mr. S******* decided to be reactive as he has in the past when my husband and I addressed him. This is why we went with the BBB to show others the "work" that you do.

  Mr. S******* was never denied walk through in our property as we was the the last one to complete the final work . Wouldn't that be the perfect opportunity for you to verify work?

  He collected his money and did no follow up. So that was completely false. 

  Hector was not a professional and we have documentation that signed Mr. S******* that Hector even admitted to that he did not know how to do cabinetry ( neither did you) or electrical but that did not stop you from having him to poor qu

  Regards,
  
  ****** ******

  Customer response

  04/08/2024

  from: ****** <*******************>
  to: **********************
  date: Apr 6, 2024, 12:21 PM
  subject: RoxStar Restoration

  Since the desired end-state of providing a factual evaluation of Mr. S*******’s quality of work has been achieved, I/we will not be pursuing arbitration.
  

  One last word regarding Mr. S*******’s last response.  As mentioned above, we attempted to provide a fact based evaluation of his performance; at every turn, Mr. S******* has failed to address the individual issues raised by us, but rather, as evidenced in his last communication, provided an emotional summary.  He seems to conflate being a “nice guy” with being both effective and efficient at the work items with which he was tasked. We did not hire him in order to have a friend or a “buddy,” but rather to conduct business on a professional level.
  
  Prior to us registering our displeasure by way of the BBB complaint, Mr. S******* possessed an A+ rating with the BBB, as well as precious few reviews on places like Google and Angie’s List – it wasn’t until his performance with our project was called into question that he suddenly garnered a plethora of positive reviews in the aforementioned places (a little suspect in our humble opinion).

  Regards,

   

*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. ↩