Complaints

• Initial Complaint

  20/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prostar was hired to do a flood restoration on my condo. The whole job was a nightmare. I was sent the warranty documents, which are good until January *, ****. I have reached out by email several times to the owner, *************************, as I have tile lifting on one of the floors they replaced. I have had zero response. I need the tile fixed before I can get other work completed.

  

  Business response

  10/01/2024

  I have spoken to ***** and have requested photos to prepare a suggested solution to accommodate.

  Customer response

  11/01/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I appreciate the response of the company but with the previous experience I have had with this company, I will not be happy until my floor is repaired satisfactorily. I am hoping that this happens sooner rather then later.
  Sincerely,
  
  *******************

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A flood in my basement (12x16 room) occurred June 14. The damage was inspected by Prostar & a scope sent to the insurance company showing an est completion date of Aug 11. Prostar was paid out for the project by the insurance company September 25 at which time I still did not have a start date or work schedule. Finally, after numerous unknown delays work was to begin on November 2 and completed November 17. Of those 12 work days, trades only showed up for 4 of them and were only on premise for a couple of hours per day. (see ******** detailed timelines). The project should have only taken a week & a half which is consistent with the 2 week schedule that they provided. The work wasn't completed due to trades not showing up or only working for a couple of hours at end of day when they did show. Mold was found which required a 30 minute wire brush & vacuum remediation but Prostar pushed the completion date by 12 days as a result. (more than likely covering for the lack of actual work that had been done). The new completion date was November 29. I have been more than accommodating on these ridiculous timelines but told them it must be done by the 29th as I have antique furniture arriving from my Mother's Estate December 1. Due to trades working half days or a couple hours a day, they were unable to meet the second deadline either & left it unfinished instead. At no point during the project did a project manager come to check progress of the trades or completion. There is only a few hours of work left, but will need to be over 2 days due to time needed for the mudding to dry. I am now going to need to put the Antique furniture in storage as it cannot be delivered until the work is complete, we are 19 days from xmas & I am unable to access my decorations & my children are coming home for the holidays and the room needs to be set up for them. The last contact I had with Prostar was 4 days ago & am still waiting for their reply. This work needs to be completed immediately.

  

  Business response

  04/01/2023

  On investigation I learned that we spoke to this customer in early December regarding her concerns as she contacted our office directly.  We promptly rectified her complaint over the course of the next couple of weeks.

   

  This customer relayed issues with the sub-contractor assigned to the job not keeping the schedule and not completing some of the items in the agreed scope of work. The specific deficiencies she was unhappy about included:

  • Insured initially had textured ceilings and requested upon repair that they be flat/non-textured
  • There was a beam that ran across the ceiling, truline did not prep this area properly therefore leaving nail holes visibly painted over
  • Other minor touch ups

   

  A project manager met with ******* in person and we subsequently had a carpenter attend her home to complete the deficiencies and missed scoped items (at our cost) on December 12^th and 13^th (our carpenter was there for 8hrs both days completing).

   

  We also got the Certificate of Completion signed on site on December 12^th as ******* indicated she was satisfied with the resolution.  Please see the ******** and signed certificate of completion dated Dec 12 2022.

   

  I have asked our Project Manager to reach out to ****** as well to confirm her items are now resolved.

   

  Please advise if you require anything further on this matter,

   

  ****

*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. ↩