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:02/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Homestars states they provide leads; but their "clients" NEVER seem to contact you back. I think the clients are even being faked. I got "short listed" (which in itself is a **** because they could be asking clients just to short list as many contractors as possible and collecting money on a "lead" that would never pan out) and I call the client 2 times. message them. leave voice mail. NO REPLY. why short list me but never meet me. never talk to me. Dont get a free estimate? Other "clients" directly message me with requests. I reply promptly. Then they don't reply. EVERY ONE OF THEM Again? why contact me once, but never follow up? I ******* ********* ** ****** ***** ******* ** ***** ***** **** ************ Homestars should only get paid comission if they actually SELL YOU A JOB. They are trying to monitize something that is NOT monitizable. With all the other contractor complaints I now see, and little recourse from Homestars, they are a failing business **** ** ********** ** *****.

  Customer Answer

  Date: 02/05/2025

  So they finally replied to me. But the only resolution was that I had to pay their fake lead fee in order for them to not take me to collections. They essentially extorted me for the lead fee with threats of collections
  
  They stated they cannot cancel any invoices that they sent out to us contractors which I feel is bullshit. They are essentially exploiting us as none of us will attempt to fight them in court for such small dollar amounts as the legal fees would be well over the amount that they are charging for their lead fees.
  
  *** *********** **** **** *** ******* *** **** ** **** * ***** ****** ******* ******* **** ** **** ***** ******** ** ******* *********** **** ***** **** *****
  
  The system of allowing multiple short listings from their clients is also very ********* as each client can shortlist, up to 10 contractors and everyone of those contractors will have to pay a lead fee but only one  get the job. How do we know that home stars is not encouraging clients to shortlist as many contractors as possible to increase their profiting?
  
  In my case a client apparently short listed us but then they failed to even talk to us or request an actual estimate. If the client was real, why would they short list us and not actually get an estimate or contact us As estimates are free and would they not want the most estimates possible? I attempted to call the client "**** " multiple times and always went directly to voicemail. How do we know that these clients even exist, they could simply be homestar employees using fake V p n or temporary phone numbers?"
  

  
  

• Initial Complaint

  Date:05/03/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 company has taken 1200 from my account so far, with the promise every month they will provide jobs that pay. From December 2024 until now, they have not provided A SINGLE job. They are not requesting I have to pay MORE money in order to delete my account. They promise to provide jobs and we pay them to do so. However they have not followed through on their promise that each month they will provide jobs. They are threatening me into paying more money just to DELETE my account from their site. **** *** ********** *** * **** ** **** **** ***** ** ***** ** ** ***** ******* **** **** ******* ****. Three months later and there has been zero, but they have taken 1200 and are trying to ****** me for 1100 more.

• Initial Complaint

  Date:25/02/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  We have been with Homestars many years now, and pay a monthly fee to have an account with them. We pay them over $11,000 annually for our membership and paid ads we have with them. Within the last few months they reached out to us and told us they are changing their entire structure from a membership to a pay per click however didn't know the details to give us. We have already PREPAID for some of the services which Don't expire until May 2025. We have been trying to reach them for over a month now by email and phone. They will not respond. We got an automated email saying they no longer have assigned reps to accounts but moving to a call centre where you call anyone can help HOWEVER this is NOT active. I don't know how they can run a business this way. ***** *** ***** ** ********. They are charging up to 10 companies for the same lead. And they determine the price based on arbitraries. We can't get a hold of this company to discuss our account. We pay a lot of money for nothing and they wont even give us the decency of a phone call.

• Initial Complaint

  Date:14/02/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 own ***** **** ****** whish is a BBB member. I have tried several times to delete our Homestars account since they monetized the site on January 21, 2025. They have completely changed the way the site works and it is generating even more poor leads. Lead quality has declined greatly since the change to their platform and in general after ***** ******** sold the business to the owners of *********** (US company). I have followed the process of deleting our account several times and made sure we had no outstanding invoices, as that is an item that comes up as a reason they won't be able to delete an account. Against my better judgement I paid with a credit card that I had to give them as they no longer accept postdated cheques as they did in the past (15 years). Credit card is now their only method of payment. The phone numbers all lead to a recorded message that I need to go through the contact form online. Since paying off the only invoice I have now sent 3 deletion requests with no reply.

• Initial Complaint

  Date:06/12/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  **** ********** **** ** * **** ********** ********. Seeing the need to grow the business we signed on with Homestar. Pre sign on conversation with one of the onboarding specialist addressed all our reservations as we have had signed up with another platform that links homeowners with renovation contractors. During the pre sign on conversation April guaranteed that all potential job postings were vetted and the company will only send leads if the clients were ready to start their project. I signed up with Homestar in October and the mix of leads are as follows. August: ****** ************* - Contact made - toilet bowl leaking, the client called her plumber September: 1. Home owner looking to rebuild their home - Contact made, quote sent. 2. ********* ****** **** - No response to calls October ********, **** ********** **** ****** ***  - No response after several phone calls. November 1. ******** - we did not call this job. 2. ****** had a chip in her tub - We did not bid this job 3. ******* - No response after several calls 4. ********* - We called this lead and was informed that they did not know the job was posted and they did not mean to post it. The subscription cost the company $ 495.79/month, the quality of leads supplied does not match the guarantee offered and implied. We would like a full refund of our subscription and to be leased from the contract.

• Initial Complaint

  Date:19/11/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Dear Better Business Bureau Formal Complaint Against Homestar for Misrepresentation, I joined Homestar from April 2024, after receiving lots of call from them for persuading to join Homestar. I regrated them lots of time, but they continuously called me and with their misrepresentations such as we (Homestar) bombards you with project leads that you can not even answer all. At last, I fell in their trap, and I hope I did not make the decision of accepting their offers. Here is some reason for this complain: 1- It is more than 3 months that I lost my connection with my caseworker and consultant at Homesar Mr. Keon C.. The link he sent me to set appointment is not working for more than 2 months, he doesn't reply to my calls and there is no other way for me to contact him. Last appointment I set (16 September), Keon was absent, and he did not contact me. 2- I have got a few leads, 3 to 5, each month, and they normally send to me after my payment time at once (in one or two days). So more than 25 days of a month no lead has been sent to me. 3- Most of the leads are not answering, some of them are small job for example I had a lead on October, which I got the offer of $150 for the project, the client cancels the job. Yes, only for $150. 4- From April 2024 up to now (Nov 2024) I got two small size projects, which the net profit of those projects did not cover one-month Homestar membership payment. I am writing this complain to first stop my contract with Homestar for the rest remaining time, and secondly claim my previous payments as business loss which is the results of misrepresentation have been done by Homestar representative.

• Initial Complaint

  Date:31/10/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 submitting this formal complaint to dispute the recent collections notice from Homestars regarding my account. I believe Homestars has misrepresented the quality of its services and has engaged in ********* practices that have impacted my business. After a trusted contact informed me that Homestars uses bots and automated systems to generate leads, I began investigating the quality of the leads I received. I found that the vast majority of leads provided were **********—phone numbers were often invalid, addresses were linked to homeowners unfamiliar with Homestars, and many other leads appeared to be automated or fake. I repeatedly reported these issues to Homestars, but received no adequate response. Due to these findings, I suspended payment, as I believe Homestars has not fulfilled its obligation to deliver legitimate leads. I am prepared to bring these issues to a judge if needed and hold Homestars accountable for what I believe to be ********** activity. Please treat this communication as an official dispute of the charges against my account. I expect an immediate review of this matter. Sincerely, ******* *******

• Initial Complaint

  Date:10/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 writing to formally complain about misleading information and inadequate service. On August 5, 2024, Jason from HomeStars assured me I would receive 15-20 home cleaning jobs if I subscribed to their membership. Based on this, I paid $462.73 for a monthly membership, hired staff, and prepared for the workload. However, I only received two jobs, earning $440 in total, which led to a financial loss. Jason informed me that I could cancel without penalty if I closed my business, but when I contacted HomeStars on August 13, 2024, to cancel, I was told I would be charged a 35% penalty. Despite my explanation that my business is not registered, HomeStars is demanding $1,578 plus tax. I kindly request the penalty fee be waived due to the unfulfilled promises and the negative financial impact on my business. I hope for a prompt resolution.

• Initial Complaint

  Date:01/05/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Signed up: November 2023 What the Business Committed to Provide You: Homestars committed to connecting us with homeowners seeking full projects with healthy budgets, willing to accommodate our schedule, and not requiring immediate service. While they did mention they don't guarantee leads, they falsely advertised their client base during our initial discussions. They also assured us a homestars rep with the ability to adjust our profile settings to target specific types of projects and customers. Nature of Dispute: The dispute arises from the significant disparity between the services promised by Homestars and those actually provided. Instead of substantial projects with appropriate budgets and flexible scheduling, we have been receiving requests primarily for handyman jobs, often with tight deadlines and budget constraints. Furthermore, Homestars restricts our ability to adjust our profile settings independently, and our designated company representative has consistently failed to respond to our communications, leaving us unable to make necessary adjustments. Whether the Business Tried to Solve the Issue: Despite multiple attempts to communicate with Homestars regarding our concerns and the lack of responsiveness from our company representative, we have not received any assistance or resolution. Our efforts to address the issues directly with Homestars have been met with silence, indicating a lack of effort or care on their part to solve the problem. Previous Attempts to Resolve the Issue: On December 8, 2023, and February 7, 2024, we sought assistance but received no follow-up or resolution. On March 19, 2024, we contacted our company representative for assistance with profile adjustments, with follow-up attempts on March 21 and April 1, 2024. On April 4, 2024, we contacted the individual who signed us up for assistance, and on April 21 and 22, 2024, we attempted to seek assistance via online chat, but received no response on all occasions.

• Initial Complaint

  Date:02/04/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Well, in did believe in Luca, the sales man. **** **** ****. Do not believe in this company, I don’t know how still open. But anyway, I tried so many times to cancel my subscription and no one answered my phones call. So I going to court, and I going to cancel wit the bank all the payments, that way they will call me. I have pay everything and I didn’t received any lead.