ComplaintsforGold Star Services

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 28th June, Gold Star Services came to my house to give me an estimate for all the mold problems we had due to flooding. Spent 2h walking around the entire house, even in rooms he was not supposed to and not related to any damage. Sent a message on August 7th about my quote and never heard back. Later to find out he claims on social media that is working on the problem, posting photos of my property without permission, violating my rights.

  

  Business response

  10/09/2023

  Good Morning, 

  our response to the complaint is as follows:   the flooding did not occur until that last week in June, first week in July, I have it marked in our scheduling book because there were other people the flooding effected. SO the time line is a little off, we could have been there on Aug 4 which is the date of the post.    We don't wait over a month to post about the jobs we do.  

  we were called out to do a mold quote and responded with setting up a time for us to come out and get it done.    When **** arrived on site he met with the clients and discussed what the problem was and what type of mold quote or an official inspection did they want him to complete.    The clients told him "yes that is fine do what you need to do",  Doing an inspection just like a home inspection requires us to take pictures of the mold and of the home.  Once those pictures are taken, they are our property and can do as we please with them.    We did post them on ************ (our business page on ********* stating we were "doing a lot of mold and water damage Inspections, remediations and mitigation jobs; busy on our feet" here are gold star services.     Not anywhere does it state that we were working on it.   Not anywhere does it state our clients name, photos of the homeowners, address or anything else that is in violation of their rights or to put them in danger.    just a pic of the house   and of the mold issue.          

  Complainants are stating that they never heard from us about the mold issue, My Secretary sent out their mold quote approx. 4 days after I was there inspecting the home.  (I cannot give an exact date due to we have already cleared out our junk and sent mail folders on sept 30, 2023 so I do not have the email anymore).     Complainants are also stating that they contacted us reg (I keep all our incoming mail for a year)    We were waiting on them contacting us as the last statement given to **** when at the home from them was "we are waiting on the **** funds to see if we are approved for this damage".   We have not heard from the Clients until today when this complaint came through.   attached is a screen shot of never having had an email from complainants.

  Customer response

  10/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  I wrote down all my contact information and personaly handed to ***** when he left. Never recieved any quote or any letter or response of any kind. Judging by the title of the album posted on social media, shows progress. You can see a screenshot attached of my message without any response. There is no quote. Never been one. But it was promised within 2 days. Months later, all i have is someone that has been in my house that might or may not steal something. Not a trustworthy profestional company. Made a complaint with the main manager of the headquarters. 
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  10/10/2023

  Again the only thing that has Been asked for was an inspection of the home.  Which we completed and you were not charged for which is normally $500.00 and the reason you were not charged that is because I had no information to send the invoice to.  No information was given to me (****) when i left or you would have been sent an invoice for the inspection of the property.  An inspection of the home is not saying that we are the ones doing the work.  All an inspection is is saying where the damage is, and what should be done about.  Much like a home inspection, but just for mold.    The screen shot you attached says we are doing a mold inspection. (Which is what we were doing) No where does it state that we are remediating the mold issue or continuing to remediate the mold issue.   I am sorry that you didnt receive our quote for services for you to make a decision, on if you wanted our company to remediate.  But again you state that you called and spoke to the main manager, about this, I am the main manager. My secretary would have transfer you to me and like I said I have not heard from you since I was at your home; and per our phone records we have not received any phone calls from you since the scheduleing of the inspection.

  I would be happy to send the quote again, however, our quotes get deleted after 30 days when we have not heard back from a client, to protect clients private information.   All your information has been deleted from our records since we had not heard from you within that 30 days; we assumed you went with another company altogether for your issue.  
  the only thing we were contacted for was an inspection which we completed on Aug 4.   There was not any other communication to come and remediate the mold (which there needed to be) as clients can go to a different company, which stated above thought that you had since we had not heard from you.   

  not sure how you want me to proceed at this point.  In order for me to give you a quote now I would have to come back out to the home, and make a new quote.  As I stated above we have deleted all records when we dont hear from a client.  We dont even have the pictures we took anymore.   Everything of your personal nature has been deleted.   In order for us to give a quote now or in the future I would need the address again.  I do so many quotes and inspections; I cant memorize any of them.

  again you state you are concerned someone is going to come to your home and steal something.  Anything I posted on my ******** page has no client information attached and like I just stated I ************* addresses of the places I do quotes and inspections for as I have too many to be able to do that. 
  

  what I need from you is what you want me to do about getting this complaint resolved.   I dont have your address anymore.  The only service requested by you was an inspection and that has been completed.  I would love to send your quote again to you but it has been deleted from our records as it has been past 30 days. 
  

  thank you and I hope you have a nice day
  

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Gold Star Services and **** to clean windows in my home on 4/20/22. He only cleaned one window satisfactorily - although he left moldy grim debris on the floor and did not mention this to me - cleaning this window took him approximately 45 minutes yet he completed five other windows of various sizes, all dirtier than the first, much more quickly - he nearly left without cleaning the final window, the dirtiest, which took him less than 10 minutes to clean. The windows ***** were not wiped clean and there was debris on all the ***** and floors after he left - I will include photographs with this claim. He claims to have sent me an invoice twice which I have not received. I verbally agreed to paying $50 as he was leaving my home and sent him an email as a reminder to send me an invoice. As soon as he left I went upstairs to look at the windows and realized they were still a mess and immediately reached out to him regarding the matter - I did not receive a response until the evening of 4/27. They made no offer to return to finish the job. **** also admitted to recording our conversations on his cell phone without my permission which is against the law in the state of *************.

  

  Business response

  04/28/2022

  I am aware of the situation with ********************************* I am more than willing to return to the site and redo the work that was undone I have not admitted to a recording we do not do this in our company nor have we ever and and it was not me that was responding to any messages that was my secretary who helps with the business I did on the other hand see the emails that were sent and I have talked with my helper on this subject. As for the invoice we did send the invoice to ****** and she stated she has not received it but when sending her a message she got the message but no invoice witch made no sense its the correct email and we even gave a discount for the mistakes made.  Like I said before I am more than willing to return to the site and redo the work. 

  Customer response

  04/28/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   

  I emailed after you left our house to discuss the issues and received zero correspondence regarding the matter - you stated yourself that you simply sent an invoice and did nothing else to resolve the issue. One full week later I received an email correspondence from you in the 8pm hour and again in the 10pm hour (odd hours for an office secretary) stating that you have opened a case with the BBb because I had not paid for your services, and that you recorded me in my home, as you do to all clients. See below:
  
  
  I also have pictures of before and after the windows were completed before I ever left your premises; (which have been forwarded to the bbb with your complaint ) and have an entire recording of everything said by you and myself (In which I always have my phone on record mode when at a client home) which also has been forwarded to the bbb; along with every email, including this one, where you entered into a verbal contract of services. The email is signed ************ If your claims are true regarding your secretary, perhaps you might consider assigning her a unique email address and personal signature to distinguish herself during correspondence with customers. I have added screen shots of our email discussions except for the final email I sent stating that I did receive your second invoice after I filed the BBB complaint (which is irrelevant other than to update my original filing details) - there are five screen shots and I can only add four files here. 
  
  The only correspondence I have received from the BBB is in relation to the complaint that I filed; none regarding the complaint **** claims to have filed. Either you or your staff were lying in attempt to intimidate me into paying on the night of 4/27, or youre lying now. Either way I do not feel it is appropriate to pay you for incomplete work (which you initially claimed was complete as noted in the quote from your email), I will not require additional work from your business, and the BBB needs to know how you operate your business - far below professional standards, as noted in detail above. 
  
  Regards,

  Serena

   

   

  

  Business response

  04/29/2022

  Once again I am sorry about the situation you had gone thru if I had known at the time that you were unsatisfied with the work I would have returned to try and fix it. My secretary at the time tried to use the recording thing as her tactic to get you to pay the **** and when she realized this turned into a big situation she apologized to me. She usually works during the day and sometimes during the night she works three jobs a mom of three and I think she just couldnt handle this job right but as for the signature its always at the end of every email in part of the business its what I told her to respond as. Once again if I had known about your issue I would have returned all my clients would tell you that in part of our protocols.

*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. ↩