Complaints

This profile includes complaints for Pacific Lifestyle Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pacific Lifestyle Homes

  11815 NE 99th St Ste 1200 Vancouver, WA 98682-2454

• 

  Pacific Lifestyle Homes

  15171 Bangy Rd # 136 Lake Oswego, OR 97035-3270

• 

  Pacific Lifestyle Homes

  11815 NE 99th St Vancouver, WA 98682

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:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  - Roof leaking for second time again to rental now by second new tenant on January 5, 2024. - Roof Repair, Mold found in walls, and all other repairs required finally finished March 15, 2024. - All repair work covered by warranty but delays by Pacific Lifestyle Homes / ******** Custom Homes located in *********, ** to resolve took over 2 1/2 months. - Tenants were forced to vacate master bedroom and deal with repair contractors repeatedly, noise, drying fans running in master bed room , and working visits on site multiple times for the 2 1/2 months. - I contacted Pacific Life Style Homes on March 1, 2024 about the slow completion of the repairs. Pacific Lifestyle Homes finally contacted me on April 1, ********************************************************* when the repairs would be completed. Pacific Lifestyle Home said they would refer my complaint to "Their Executives" and contact me when they had a decision.- As of April 17, 2024 I have had no contact from them. - This is the same slowness of Pacific Life Style Homes / ******** Custom Homes to honor their warranty on new homes purchased by me from them. The leaking roof has caused mold issues twice, the first time guaranteed to be completely fixed taking several months but was not. The second occurrence happened also taking months to hopefully fix.

  Business Response

  Date: 04/29/2024

  This complaint was filed against the wrong division of the company.  PLH Vancouver has been in contact with this customer and is working toward a resolution.

  Customer Answer

  Date: 04/29/2024

  Pacific Lifestyle Homes (PLH) and ******** Custom Homes (GCH) are the same company at the same office address. 

  They rejected my complaint asking for compensation of $7,000.00 for the more than two months my tenants were forced out of their

  master bedroom, put up with contractors doing repair work and noise on repeated occurrences, all the while having a six to eight month

  old newborn to take care of. The remainder of the $7,000.00 was for my time and aggravation dealing with them. 

  The offer they gave me was only $2,500.00 to "Help Out". I emailed them to ask why it was only $2,500..00 for one months rent when one months rent

  for my tenants was $2,900.00 more than a week ago and they have not responded back to me. All communications have been with Pacific Lifestyle Homes

  representative, *************************. He is the representative for warranty claims. I don't see how sending a BBB complaint to a "different division" exists at the same office and business. 

  I emailed them and explained the break down of the $7,000.00. Two months rent at $2,995.00 and the rest for my time dealing with them and 

  the aggravation. I want to note that this is the second occurrence of a leaking roof. Once with the first tenant, and now with the second tenant since I

  purchased the house, new in 2022 as a rental. Both leaking roof and mold problems were unacceptable in the time it took to repair the ongoing problem.  

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21590073
  
  I am rejecting this response because:

  Pacific Lifestyle Homes (PLH) and ******** Custom Homes (GCH) are the same company at the same office address. 
  They rejected my complaint asking for compensation of $7,000.00 for the more than two months my tenants were forced out of their
  master bedroom, put up with contractors doing repair work and noise on repeated occurrences, all the while having a six to eight month
  old newborn to take care of. The remainder of the $7,000.00 was for my time and aggravation dealing with them. 
  The offer they gave me was only $2,500.00 to "Help Out". I emailed them to ask why it was only $2,500..00 for one months rent when one months rent
  for my tenants was $2,900.00 more than a week ago and they have not responded back to me. All communications have been with Pacific Lifestyle Homes
  representative, *************************. He is the representative for warranty claims. I don't see how sending a BBB complaint to a "different division" exists at the same office and business. 
  I emailed them and explained the break down of the $7,000.00. Two months rent at $2,995.00 and the rest for my time dealing with them and 
  the aggravation. I want to note that this is the second occurrence of a leaking roof. Once with the first tenant, and now with the second tenant since I
  purchased the house, new in 2022 as a rental. Both leaking roof and mold problems were unacceptable in the time it took to repair the ongoing problem.  
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/30/2024

  Hello,

  ******** Custom Homes (GCH) / Pacific Lifestyle Homes (PLH) emailed me and would not change the amount  of compensation I wanted. Instead of my wanting

  $7,000.00 they would still only offer $2,500.00.

  Due to my poor health condition, I accepted the offer. I did not have the energy or mobility to pursue this problem further.

  I asked that they mail me a check for the $2,500.00 to my home address yesterday by email I sent them. I have had not response as of 

  today. Their delays seem to be the way they do business in handling warranty issues.

  Thank you, 

  ***********************

   

   

  Customer Answer

  Date: 05/04/2024

  Hello, 
  This is an update on my complaint to ******** Custom Homes (G.C.H.) and Pacific Lifestyle Homes (P.L.H.) which are the same company and address. 
  I purchased my house new as a rental investment from PLH on September 6, 2022. My past communications with ****** cover the ongoing defects in construction dealing with a leaking roof and mold issues being repaired among other problems.
  On May 2, 2024, PLH emailed me directly and not through ****** to state that they would not compensate me for my original compensation amount of $7,000.00.
  ****** sent my original complaint and the compensation I wanted. $3,000 for the tenants to cover the over 2 months taken to complete all repairs. This included regaining the use of their master bedroom as well as not having to deal with repeated noise, repair visits and the peace and quiet for their 6 to 8 month new born baby. The other $2,000.00 was for my aggravation and time spent dealing with PLH. for not only the problems with the second tenant but also the same problem initially with other tenants with the first occurrence October of 2022 to August of 2023.
  After emails from PLH stating that they would not agree to my compensation amount of $7,000.00 they counter offered me $********. I finally agreed to the amount so at least the current tenants would have some compensation. My final email instructions on how to send me the check of $******** were answered with an email sent by *************************, ***************** Manager of PLH on how I wanted to receive the check.
  This was the first time a signed agreementwas presented to me as a requirement to receive payment.
  It says that I agree that GCH and PLH will not be subject to any legal action, from the past, present or future. The agreement also says that I will not share any of my experiences or complaints with anyone. It also mentions me requesting that all the communications and ****** complaint correspondence be deleted from the ****** web site and any other media source.
  I emailed PLH and refused to sign such a Catch and Kill agreement and their final email to me is below;
  
  ****
  
  I understand the frustration with the leaks, Pacific Lifestyle Homes has been accountable for repair work in the past. No mold was found either time the roof leaked, we have and shared these reports with you.  A check is goodwill on our end as we dont cover displacement expenses. However, in this case were offering ******** with a signed agreement which youre rejecting.
  
  How would you like to proceed?
  
  *************************
  ***************** Manager
  Pacific Lifestyle Homes / ******** Custom Homes
  www.PacificLifestyleHomes.com
  www.GarretteCustomHomes.com
  
  "Our mission is to deliver an exceptional new home experience"
  Settlement and Release Agreement dated April 30, 2024. 
  
  I have not had any other communication from GCH or PLH and assume I will not unless I respond
  to their last email which GCH and PLH use as another attempt to drag out this situation.
  
  Please note and paste this email on ******s website to let other know my experiences with
  Garette Custom Homes and Pacific Lifestyle Homes.
  
  If you have any questions or suggestions please email me.
  Thank you,
  ***********************
  
  
  

  Business Response

  Date: 05/08/2024

  We have been in contact with this customer.  PLH has repaired all issues and brought the home to pre-loss condition.  Out of goodwill, we agreed to settle this issue with the customer for a very fair dollar amount.  The customer refuses to sign any release or agreement with us, so we can not release payment.  Without a release, there is nothing to prevent the customer from continuing to ask for more money and close out this complaint 

  At this point our hands are tied.  Contractually, we have done everything we agreed to when we built the home.  We understand the problems and stress this unforeseen issues caused and therefore trying to come to the customer with a very fair offer. 

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21590073
  
  I am rejecting this response because:

  As I stated before, a signed agreement was presented to me at the last minute as a requirement to receive payment.
  It says that I agree that GCH and PLH will not be subject to any legal action, in the past, present or future. The agreement also says that I will not share any of my experiences or complaints with anyone. It also mentions me requesting that all the communications and ****** complaint correspondence be deleted from the ****** web site and any other media source. After having a leaking roof two times with a new house I will not give up my warranty they provided with out being able to seek just recourse if the property continues to have poorly constructed issues. Their past actions and excessive time to correct problems is unacceptable.

  I emailed PLH and refused to sign such a Catch and Kill agreement
  

  Sincerely,
  ***********************

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On March 24, 2023 as a result of a faulty garage door which we tried on many occasion to have Pacific Lifestyle Homes to fix fell on my truck while I was entering my garage causing damages to the vehicle and the garage door. I filed a warranty claim, and they came out and told us that they would fix the door but not my truck but until this date nothing was done. On 2/4/2024 a part of the shelf In my walk in closet collapse. On close observation I realized they had they had nailed the brackets in the drywall and not on the wooden frame. They are other areas that this was also observed. When I made contact with the warranty department, they told the 1 year warranty repair window had already passed. A similar event occurred when we moved In when the handle on the stair rail gave way because it was screwed only on drywall instead of the wooden beam. I need this to be repaired to Include the garage door and my truck. Also to note a technician had came and looked at the garage door switch and found out that the person who had originally installed the switch did not taped the wires properly causing the switch to ground and the door to malfunctioned. There are a number of Incomplete work which was shown to warranty rep which was never remedied. Please see uploaded pictures.

  Business Response

  Date: 02/07/2024

  We will reach out to the customer to discuss this complaint and hopefully work toward a resolution.  All of the concerns except the closet shelving have been addressed in the past, however, we are open to a discussion in order to create a win-win.  

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21251644
  
  I am rejecting this response because: The Garage door has never been repaired even though they came and said they would have, it was never done. The exposed electrical wire is still exposed and the big opening (gap) In the **** room has not being repaired. Please see the attached picture of the **** room. As it relates to the closet the braces which were supposed to be nailed on the wooden beams were nailed on the drywall alone rendering it Incapable of handling the weight of the clothes.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/09/2024

  We have an appointment with the customers on Monday to discuss.  I'm hopeful we can get some alignment on steps moving forward.  Thank you. 

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21251644
  
  I am rejecting this response because: They have promised to resolve these Issues in the past and have not done so for example my garage door and the exposed wires In my living room. They called me this morning and scheduled an appointment for Monday at 10:00pm. I'll have to see if they are going to repair my closet first before accepting closure.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/14/2024

  The owner and our **************** Manager met today.  The Owner was happy with the resolution and agreement we came to.  Thanks for your help. 

  Customer Answer

  Date: 02/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a new home from Pacific Lifestyle Homes. The exterior finishes on the final product -- specifically the front exterior stone -- are unattractive, inconsistent/inferior with how the home was sold and marketed, and poorly installed. After collecting a non-refundable $20,000 deposit, at the final design appointment the builder informed me the the exterior stone options reflected in all the home images and used throughout already completed homes in the community had been replaced. I expressed concern that the new stone options were unattractive and not aligned with how the home was sold to me. I asked for alternative options and/or to be able to use similar stone to other homes in the community and was denied -- again after a non-refundable deposit had been secured by the builder. I was told it could be addressed later if I was unhappy with the finished product. This is a classic bait and switch scenario. The final product is unattractive and is not reflective of what was sold to me and purchased.I have been working to resolve this issuer with the Builder for months. The stone needs to be replaced with something that is consistent with how the home was marketed and sold. The Sales Manager **** acknowledged issues with final appearance, but stopped responding to emails before a resolution was reached.The company also doxxed me and potentially jeopardized my safety by posting my personal information on their social media accounts without my consent. They did delete the information when confronted.

  Business Response

  Date: 01/09/2024

  We have been actively seeking a viable solution to address this concern for some time. It's unfortunate that the customer is dissatisfied with the brick on her home, especially considering it's our most popular brick and one she selected during ***************** appointment.

  The computer-generated rendering she references provides a general overview of the home's look but is not an exact representation. Many customizable elements, both interior and exterior, are decided during the design studio appointment, aligning with the contract documents signed by both parties.

  While we offered ******************** as a solution, we understand it hasn't met her expectations. We will continue to work with the customer in an effort to find common ground and explore alternative options.

  She can expect an email today about next steps. 

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21098203
  
  We are still discussing the right solution, but I am hopeful we can reach a compromise. I will say that the issue with the brick is that it is very different (and in my opinion inferior and will quickly become dated) to what was used in marketing materials, model homes, and the builder's other homes in this specific community. It was a last minute change that surprised and concerned me at the design appointment, after the builder had collected a non-refundable deposit. My request to go back to the stone was used on the other homes in this community was denied.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 01/23/2024

  The owner and I are hopeful we can reach an agreement on this issue.  I will be in touch with her again today to follow up on our conversations.

   

  Customer Answer

  Date: 03/15/2024

  Thank you for the info. The issue has been resolved I was able to reach a satisfactory agreement with the builder. Please do close the issue and if possible not that we were able to resolve.
  
  ~Tamberlynn
  

  
  

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  In February 2022 we went under contract with Pacific Lifestyle Homes for a house to be constructed. The house closed on 9/8/22. The following occurred since:1.On the date of the closing, the house was not in a closing condition. The painters were still working in the house with papers everywhere as they had to lower all the interior doors to meet standards. We had to wait for the cleaners to come before we could close. I would not have closed the house had we not already wired the money to Pacific Lifestyle Homes.2.We were told that things that are not noted on the first walk through will be fixed during the first warrant period and this was not the case. We were told later that they do not have to fix things not noted on the first walk through. Anyone who had to buy a house will know that it is not possible to be able to note everything on the first walk through.3.A month after moved in, we noticed that we had faulty windows as rainwater would not drain and caused the water to overflow on the window cell and down to the dry wall onto the floor. Pacific Lifestyle did not fix this problem until five months later and we had an unusual amount of rain during that period (October through February), even for the *******************. My wife spent ************ mopping the floors.4.We had to put our lives on hold waiting for the contractors to come, but numerous scheduled appointments were cancelled due to lack of communications or vendor problems.5.We were not informed that the customer service representative had left the company and our request for repair work went unanswered for months.6.The customer service is practically nonexistent. Calls and email went unanswered and couldnt locate anyone responsible to talk to.7.Each time we shower, the bathroom exhaust fan would drip water from the ceiling onto the floor. The vendor showed up twice without any solutions and did not bothered to show up for the third appointment.8.15 months later, we are still waiting for our 11-month warranty work to be done. Pacific Lifestyle Homes has cancelled three scheduled appointments so far. Again, our lives are on hold to fit their schedules.I must say that the homeowners complaints about Pacific Lifestyle Homes are all accurate. Buyers beware. It is self-evident that the quality of homes and customer service at ********************************************* Home is declining just by noting the increased number of complaints with BBB in 2022 and the complaints are all about quality of work and customer service. We are still waiting for Pacific Lifestyle Home to fix the remaining problems with the house; it is still not scheduled as of today. I am requesting the repair work to be completed immediately and I will seek legal action if necessary. Enough is enough. We would like to get on with our lives.

  Business Response

  Date: 11/08/2023

  We recieved ******************** letter.  First, we want to apologize as the experience described in this letter do not align with our values and customer promise.  We have had to rebuild our customer service team in the last 6-8 months which has been difficult, but I believe we have the right people in place to turn this around.

  **************** will be contacted by our **************** manager to see how we can make these things happen asap.

  Apologies, 

  *************************

  COO

   

   

  Customer Answer

  Date: 01/12/2024

  PLH has been notified several times that the exhaust fan in our Master bathroom is still not working Properly, over the past year now, and repeatedly throughout the year of 2023, *** has been irresponsible and or unresponsive throughout the year concerning this issue.  While most problems were repaired on the week of December 20th, the exhaust fan continues to be a problem.  *** was notified that we would be on vacation for 3 weeks in December and had fully expected the problem to be resolved by the time we returned.  Again, no solution as of today (January 11, 2024).  We will again be gone for 26 days, which will provide you with another 26 days to provide a solution.  Since both ***** or ******* did not respond to my email on 1/6/24, I hereby notify PLH of my intention to remedy the problem at my end, and to hold PLH accountable for all the costs incurred, if the problem remains unsolved by the time we return, which is Feb 9th, 2024.
  
  ***********************
  ********************
  ************
  

  
  

  Business Response

  Date: 01/12/2024

  We have been in touch with the owner.  We have confirmed the fan is installed correctly, including venting and insulation, however, we are willing to give the owner an upgraded, higher CFM fan to hopefully help the issue.  This work is scheduled with the owner. 

   

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My wife and I were under Contract with Pacific Lifestyle Homes on Dec 5, 2021. Our home did not start construction until March 2, 2022. The building superintendent blamed the delay on the city of battleground permitting department. I contacted the ******************** and they said, Pacific Lifestyle Homes just needed to submit the physical drawings to get the permit process started. I gave PLH this info and 2 weeks later they had the permit. When we went to the Pre-construction meeting we were not given a build timeline, as thier Web site states should have happened. They would not give us anything in writing until we got our 30 day letter that stated the house would close on June 24th. While the house was being built, I pointed out several things that got buried behind the sheetrock, to the building superintendent. No action was taken. They had to cut holes in the wall after texture and paint to find the missing items, now I have ugly patches in my finished wall. They cracked our garage floor when they had to replace the driveway. The *** stated that the Crack is acceptable and they will not fix it. They used water on our laminate floor. The **** laminate Flooring web site states that this could do irreparable harm to the flooring, all our flooring is now Cloudy and Blotchy. The *** stated that it looks the way it is suppose to. Our cabinets have poor paint job, you can see the primer. I pointed this out to the selling agent a few weeks prior to us closing on the home. There was no action taken. Now they want to inconvenience us by repainting a couple of the panels. All of our Flat work, driveway,sidewalk, patio etc. Was supposed to be exposed aggregate. It's the worst exposed aggregate I have ever seen, and I been in construction for over 35 years. They still have not installed our permanent garage doors, and nobody at the company seems to know when they will be installed. The lack of quality is astounding. Premier home builder, I think not.

  Business Response

  Date: 08/02/2022

  The owner states that they are not looking for any resolution thru the BBB, but PLH is committed to repairing or replacing any items that don't meet the standards or residential construction or that of the model home.  

  Customer Answer

  Date: 08/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 purchased a new-built house from *********************** Homes. The house is closed on March 23, 2022, with some walkthrough items need to be fixed. We were told the fixes should be done by the end of April. But till today, the entry door is still not replaced (we just have a temporary door), and the defected windows are not fixed. We kept chasing down the superintendent on these issues. Every time we were told they gonna schedule an appointment with their contractor but nothing happened. Recently ******** have closed all houses in this neighborhood. It becomes very difficult for us to even get a response from ********. We sent out several emails but no reply at all. We dont know how to make things move now.

  Business Response

  Date: 07/18/2022

  We are very sorry that the communication was lacking.  Supply chain and vendor issues have been difficult to manage and timeframes have been extended, none of which are ************ problem.  We have a confirmed date to replace the entry door tomorrow (7-19-22), however, the window is still on order with no confirmed ship date.  We have been in communication with Mr. *** relating to this complaint and hope to have it resolved soon.

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17564988
  
  I am rejecting this response because:

  1, the entry door was installed this Tuesday. Thanks BBB to make this happen. However, there are some paint issues on the door that need touch up. I contacted with the builder, they didn't give any definite schedule. Very likely this will be dragged on like other items.

  2, the window fix has an estimated waiting time of 6-8 months. Based on the previous experience, I wonder if this issue can still be actively taken care of in this long term, unless ******** assign someone to keep me updated in a periodic basis. 

  Sincerely,
  
  ***************

  Business Response

  Date: 07/29/2022

  PLH and the Owner have talked on the phone and discussed the concerns.  We agreed that PLH will give the owner a general schedule of the work and also provide alternate contact information if there are any communication issues in the future.  We again apologize for the length of time this has taken and lack of communication on these last few items.