Natalia Starwood

Update on Nov 27, 2017 I was emailing and calling to the company many times during my 1 year warranty period. Gregg few times picked up my calls and said that would call back and never called. Close to the end of the warranty period sides of the porch started falling off and fillings between tiles/ stones started to crumble and fall out, water from rain started going under the tiles. So, since there was no response from the company at all, we had to hire a new contractor to redo entire porch. Since water started going under the tiles, there was no sense try to repair that poor-quality porch, just full redo. In October, I made last attempt to call Gregg right after porch was redone to negotiate compensation as the porch of my dream now at the double price (paid for initial and paid for rework). He answered on my call, said that would call back – and guess what - yes, no calls from him at all. I talked to rep from The Ministry of Consumer Services – he suggested do not wait any longer to hear from the company, just to fail Small court claim. That is where I am up to as of now. =============================================== Update on March 15, 2017: I have filed a complain to BBB. BBB has made several attempts to contact the business regarding my complaint, however they have not received a response from the company. So my case has been closed and reported as UNANSWERED. BBB suggested to contact The Ministry of Consumer Services to check if they will be able to assist with my complain. So that is my next step unfortunately... ============================================================ I had work completed at the end of August 2016 on my front porch. As a repeat customer, which has been happy with the quality of work completed on my interlocking bricks few years ago, I was expecting the same for the porch. However, my expectations were NOT met. Job performed this time is the very low quality and now overall look of the porch is cheap and unprofessional, even thought we paid in full as per contract more than 4 K. Few examples below: • stones/ tiles stacked crookedly and not align horizontally, so in some areas when you step on it – you can feel by foot the edge that is sticking out • steps overhang is not equal everywhere, there is a step where its not equal even within the same step – if it’s due to technical limitations – it needed to be discussed with me to find possible options instead of doing just for the sake of doing • concrete filling between stones/tiles done in very poor quality – wide curves bumps in some areas (in most visible areas) • vertical face plate on the bottom step on the most visible part of the step (the one that close to driveway and therefore most noticeable) is cut askew to bring the plate closer to the interlocking instead of offering to level up brick in interlocking I contacted the sales person Foti immediately after, and had to wait for few days for him to come to inspect. He did his inspection and I have not received any resolution. I have attempted to contact him without success. None of my phone calls have been returned by him. I called to the office then and was told that should wait for few weeks to be placed on company’s repair list. After 2 weeks of silence from the office, I found Gregg the owner’s email on Homestars website and emailed to him directly. I was asking Gregg to come to access the quality of the job by himself and to discuss the resolution plan with me. Gregg replied saying that he would look into it. Finally, 6 weeks later, not the owner but the subcontractor Jeff (who performed the job) came over. He looked at what he had done and instead of being offered the resolution, I was blamed by him that I am too picky/ hard to satisfied customer and even if job would’ve been done perfectly, I still would not be happy. Ridiculous!! He pretty much acknowledged the poor quality by saying all that. I called to the office to complain and finally Gregg came to my property. He took a look, agreed with few things, explained those cannot be reworked and promised to be back within a week with Jeff , so 3 of us could come to the final agreement about the resolution. 3 emails to Gregg since he came with no replies from him , at least 10 useless phone calls to the office. Yes, all my phone calls are answered by nice lady Ashley, but she is not able to provide any details as fully depended on Gregg to give her the instructions. All she was promising to me is to call to Gregg and get back to me if any news/ changes on my file. Last update from her yesterday (November 16th ) – there are no updates on my file and repair day is still not scheduled. And now I believe it will not even be scheduled as it’s snow on the forecast for this Sunday November 20th. In past, Foti has sent several potential customers to my house for the demo and I gave them my best references and wows about the company. It's just now I am very frustrated and upset as cannot understand what prevented them from doing a proper job for me this time and WHY, now 2.5 months later, I still do not know if there is a plan to fix the things. I will never use this company again nor recommend them.