Green Star Home Remodeling Group, LLC

My home was built in the 60's and needed a face lift on the front of the house and green star came in and walked me through the entire project from beginning to endThey were professional, on time, and can't wait to have them back for my next project....new patio!! Highly recommend green star for your home remodel needs

My experience with Green Star was a breeze! Very easy group of individuals to work withTheir finished work was well worth the wait! I finally have the kitchen I've always dreamed ofWill absolutely be taking my business back to GS anytime I need work done

We are currently in the process of getting our basement remodeled I would like to thank Kyle, Emily and the Greenstar contractors for making the project efficient and doing the work in a high quality fashion What I appreciate the most, is the transparency and level of communication offered by the team I will be back with another review once the project is completed, but as for now, it is going very well and I would recommend Greenstar to others

We had Green Star come to our home for a new roofIt was on Mar2016.I gave him 5,dollar deposit*** said he would send someone out to measureNo one came*** said he would start the job in to weeksWe didn't hear from him so my husband called this was after the weeks*** said he ordered the roof and it would be ready in weeks.After weeks have passed *** called me on June we was not home I called her back when we got home she was gone for the daySo I called her on June Monday 9:am she said she wanted to set up a time for someone to come out and measure*** said he already ordered the roofSo how can he order it when on one measured for it? They couldn't have got in the back yard cause the gate is lockedIt's been lie after lie with himI want my money back

Nothing like my brand new kitchenI couldn't have been happier with any other company
The staff is accommodating, knowledgeable and efficientGreat turn around
I recommend Green Star to everyone

I have attached our response to the complaint mentioned above. Both in PDF and JPEG. Please let me know if you can view theseFirst and foremost, Green Star Home Remodeling Group, LLC (“Green Star") sincerely apologizes for any inconvenience Mr. [redacted]'s experienced in connection with his...

project.Regrettably, Mr. [redacted] is correct in that he experienced certain delays. However, it must be said that the delays were not wholly attributable to Green Star. Specifically, Mr. [redacted] project involved a kitchen remodel and laundry room expansion. The original contract was signed by Mr. [redacted] on July 3rd. Thereafter, Mr. [redacted] rescinded this original contract, and ultimately signed a new contract, changing the scope of work, on July 9th 2015. In his new contract, Mr. [redacted] wanted to purchase the kitchen cabinets on his own. As such, the project hinged on delivery and receipt of said cabinets. As correctly stated by Mr. [redacted], the contract dictated a 6-8 week lead time, but this is not for permit pulling only. This 6-8 week lead time is for determining resource requirements (i.e. identifying and ordering materials needed), coordinating delivery of products to the job site, and scheduling an appropriate team of contractors to coincide with product deliveries.After the contract sign date of July 9th, 2015, Mr. [redacted] ordered his own cabinets. We hesitate to specify the precise nature of the cabinet related delay, but there was either a change in the order, a delay in the delivery, or another issue that caused the proper cabinet not to be available when our team was ready to commence work. In fact, when the cabinets arrived, the installer could not complete the job within a single day, which upset Mr. [redacted]. Our General Manager was with his family on a Friday evening when he received a call from Mr. [redacted] about this issue. Mr. [redacted] expressed unhappiness over cabinet boxes being left at his house. Keeping in mind that Green Star did not order or provide the cabinets, and this was an aspect of the job Mr. [redacted] chose to handle, our manager did everything in his power to resolve this issue. Our manager offered to abandon his own personal plans, and drive to Mr. [redacted]' house on that very Friday evening, to help him break down and remove boxes from the residence. Mr. [redacted] declined that offer.As for the laundry room expansion, the contract did not specify whether the foundation under that area was to be a slab or framed. Building an addition like this on a framed foundation is fully code compliant provided certain conditions are met, one of those being that the frame must be constructed out of treated wood. Green Star did not discover that Mr. [redacted]' framed foundation was not constructed of treated wood until the job was underway and Mr. [redacted] called to raise a concern. As soon as Green Star was notified that there was an issue, we tore down the structure and poured a slab at no additional charge.Beyond this, there were several other delays that were simply out of Green Star's control. Specifically, after the contract was signed, it was discovered that certain electrical aspects of the [redacted] home were not up to code. Mr. [redacted] chose to select and coordinate his own electrician to remediate the electrical issues. We do not mean to insinuate that Mr. [redacted] is to blame for his job issues, nor do we want to shift the blame, but these facts bear mentioning, and consideration.Unfortunately, however, Mr. [redacted]' complaint is valid in certain aspects. For example, it is true that a subcontractor, separate from but affiliated with Green Star by virtue of our hiring of this subcontractor to perform work, signed Mr. [redacted] name on a permit application. However, Mr. [redacted] had given Green Star permission to sign on his behalf via a consent form affidavit. In this instance, the subcontractor misunderstood the meaning of “sign on his behalf” as authorized by Mr. [redacted] in that affidavit. Rather than signing personally, as an agent of the company authorized to sign on Mr. [redacted] behalf (as duly authorized by Mr. [redacted] affidavit), the subcontractor literally signed Mr. [redacted] name. As soon as we learned about this, we immediately pulled this subcontractor off of Mr. [redacted] job. We also counseled this subcontractor directly on why and how his actions were unacceptable, and would not be tolerated in the future. Though regrettable, and a learning lesson for our company to educate subcontractors about the authority granted by the consent affidavit, this was an honest misunderstanding, and one which we strive not to repeat.We would also point out that prior to this complaint filed by Mr. [redacted], we have only had 1 complaint filed with the Revdex.com in our company's history. In that instance, Green Star timely and in good faith addressed the issues, just as we are doing for Mr. [redacted], and that Complaint was duly closed. In our view, it is not the receipt of a Complaint that is indicative of a Company quality, or lack thereof. Rather, what matters is how Complaints are handled, and the integrity with which companies work to resolve issues and achieve customer satisfaction.In this instance, we did everything within our power to make the situation right. We went to Mr. [redacted] house multiple times. We spoke to him virtually every day. Our staff offered to help him unpack cabinets, and move boxes on a Friday evening after hours. We maintained open lines of communication with him after hours and on weekends. Due to the issues he encountered, many of which were out of our control, we also gave Mr. [redacted] a post-contract pricing discount, and thus lowered the amount charged and financed for his project.On November 23, 2015, Mr. [redacted] signed a completion certification, confirming “that there has been satisfactory delivery of all equipment, goods and/or services by [Green Star], and if any installation was included in the contract, that there has been satisfactory completion of such installation.” This certificate, signed by Mr. [redacted], also instructed the lender to disburse payment to Green Star in the amount specified by the contract.We did not immediately respond to this Complaint, as Mr. [redacted] told us several times that he would withdraw it. Though it is absolutely his choice as to whether to withdraw the Complaint, we hope this response serves to show our handling was, and is concerning matters like this, always in good faith.We take customers concerns, and feedback, very seriously. We are always striving to improve our services, customer experience, our reputation, and the end result. We welcome any additional feedback Mr. [redacted] or the Revdex.com may have.Though we regret that Mr. [redacted] experienced any dissatisfaction with his experience, we would still thank him for choosing Green Star. We can assure him, and the Revdex.com, that our list of highly satisfied customers, those that have gone above and beyond in choosing to write reviews of their positive experiences, far exceed the few complaints we have experienced in our 25 years of serving Kentucky.Sincerely,Green Star Management

Green Star Home Remodeling Group, LLC ("Green Star") apologizes for any inconvenience Mr. and Mrs. [redacted] experienced in connection with their project. [redacted]MR. AND MRS. [redacted] HAVE FORMALLY AND RESPECTFULLY REQUESTED THAT THEIR COMPLAINT BE REMOVED FROM THE Revdex.com.[redacted] Admittedly, the [redacted]'s did...

experience certain delays. However, it should be noted that the delays were not wholly attributable to Green Star. Specifically, Green Star does not install hot water heaters and the [redacted]'s were referred to another company to have that work completed. The items that were to be purchased or selected (by allowance) by the [redacted]'s (shower fixture and wall tile) were noted on their contract and were discussed at the point of sale. The bathtub was unfortunately mis-ordered but was replaced immediately upon realization of our mistake. Our shower walls are always field cut to fit precisely in the homeowners bathroom; advance measurements are taken solely for ordering standard sized panels. The color is exactly what the [redacted]'s had selected and confirmed such when the original sample was compared against what was installed in their home. Furthermore, the outside wall was not cut wrong and always receives an outside trim piece; this was always a part of the [redacted]'s scope of work. The estimated construction time for the [redacted]'s project was 1-2 weeks and was written on their contract. Unfortunately, the reordering of the tub caused a slight delay. Based upon our records - consistent contact via phone, text and email was made with the [redacted]'s throughout their project; in no less frequency than we maintain with any other customer. Ultimately, we compensated the [redacted]'s substantially for their delays and appreciate them for choosing Green Star. Sincerely, Green Star Management

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[redacted] This is someone who we never cashed their check, we gave them their original check back on the 8th and cancel the agreement...

in person that day. They got mad when we told them if they wanted to use our architect that it would cost them money. Also when we gave the check back on the 8th we have them sign paper showing we gave that back and we take back the paper work to our office. This upset them as well. We explained that the price they were given would no longer be valid and would have to be re estimated if they looked at the project in the future, which made them upset as well.  We have no intentions of doing any work with this person in the future. And they had no prior contact to me before the 8th or after the 8th. Anything with this person is filed in anger and only to try to hurt Green Star Home Remodeling because they couldn’t get something for free.Thanks,[redacted]General ManagerGreen Star Home Remodeling Group[redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
While I must admit that I have signed the forms stating that I am happy with the delivery and condition of my goods the issue here is the time frame in which they were completed. I am adequately satisfied with the condition and completion of all the work. The complaint is about the abysmal lack of punctuality as well as customer service. During this project I was continually berated by green star as being 'over involved' and 'micromanaging'. Green star is correct we communicated almost daily, usually to try and determine why I was seeing no progress despite leaving my home unlocked in order for workmen to be there that day. There was the consistent promise of someone onsite tomorrow only to arrive home and see that no one had been there. As for the cabinet related delay, I ordered the cabinets and had them produced in ample time, the project and all its delays caused me to have to delay delivery as the framing and drywall were still incomplete. Storing them within the manufacturers warehouse at a significant personal expense. The cabinets were brought to the site OCT 2nd with an expected install of OCT 5th, and they installer did not arrive until the 8th or 9th. meaning that I had to clear space in my home to store them until the installer arrived. As for my complaint about the boxes being left, this was not an issue of cardboard the cabinets themselves were left sitting about in my living room blocking access to the hallway/bathroom, couch and other furniture. I have a video of the conditions I am more than happy to share.I had mentioned that I would look into retracting the complaint as it was filed in order to get some progress on my project after seeing 4 days pass with no workmen at my job site. The pricing adjustment they mentioned was a token value at best that did not even fully offset the additional costs I incurred thru paying for storage of appliances and cabinets, and thru loss of use of my kitchen space. I would have happily retracted any complaint had it meant a renewed sense of urgency in the completion of my project and a reasonable adjustment. During negotiations of the amount I was told that by filing a complaint 'I had put myself at a disadvantage' and 'we have little to no reason to even complete your project at this point' because of the complaint. As well as my favorite line 'I am not obligated to give you anything, you need to take what I am willing to give you and be happy with it'.As for the electrical work needed to bring the house up to code, Green star had issued me a change order for the work for $2000, I got the necessary work completed by a licensed electrician for $600. I am no fool, the $1400 markup was to cover their losses on slab. The fix was completed in under 1 weeks time, and would not have prevented any plumbing or framing work taking place, green star instead opted to abandon my job site completely preferring to assign their workers on other projects despite already being past the expected completion date on mine.As for the slab, green star did not include in the written contract that floor was to match the existing slab, however it was specifically discussed, a valuable lesson to me as a consumer. However when I called to raise issue I was told the the frame was up to code, having concerns I reached out to metro. The delays that were not within their control would be a reference to the stop work order  we got slapped with as they failed to obtain any affidavit or permits prior to work. A slab was required by code due to the nature and location of the addition. Also material was not ordered in a timely manner and I selected an alternative flooring to avoid further delays because flooring was to installed in the following 2 days, only to discover that it had not been ordered. When the order was finally called in there was a  1 or 2 week back order on our first choice flooring.To recap, I am not dissatisfied with the completion of the project, I am disappointed in the process. I know construction is never easy, however I do not believe it is too much to ask to know the day before as to whether or not I will have someone at my house doing work the next day.
Regards,
[redacted]