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.
We had contracted PACSUN to build our backyard from scratch. The entire process was a nightmare from start to finish. There are a lot of issues still remaining from plants that were never put on drips and died, pavers that just crumbled, pool spillways that were done poorly, etc. We can easily provide documentation showing that we addressed all of [redacted]’s complaints. All of his plants have drips now. Shortly after completion, [redacted] called and said that some of his plants had died, we replaced them and also inspected and repaired all of his irrigation. False, I have had many plants die since drips were left off when originally installed or did not even have a drop attached to it. I have since had to pay out of pocket to have them replaced since Pacific Sun does not back up their work. There were no pavers that “Just Crumbled” Some of the pavers had some circle indentations in them (which were ultimately determined to be from a power washer) after they were installed. I personally went out and looked at the Paver issue with [redacted]. We ended up replacing all of the pavers with the circles on them. [redacted] was satisfied. I was not satisfied, I had to have several pavers replaced on my own. Why would I have them replaced if I was satisfied? The spillways were in a radius spa dam wall, [redacted], of course, complained immediately and we promptly redid the spillways. So all of those issues above were clearly just meant as prerequisite to [redacted]’s biggest issue, and are not, in fact, remaining issues.I do not know what they mean by of course? I do not see how any customer would be happy with the work they did. The patch job looks terrible. They even stated that it would not look good but left it as is.There is one particular issue that I am complaining about. They built our BBQ Island. They pushed us to use a color washed concrete top instead of granite. We recommended acid stained concrete, not “pushed”. Outdoor granite tops scale and fade very quickly. I stand by my statement. I repeatedly asked about granite and they continued to push acid stained. I even had granite slabs ready to match from the inside of our house but they were persistent on acid stain being the best.I expressed my concerns about the longevity of the top. They guaranteed this would be much better than granite because it held up better. 1 Month after it was installed many cracks and color fading appeared. I put numerous calls into them asking them to fix it. They attempted to fix it once but said this all they could do. They made it look worse. They state that it is just the nature of the product and there is nothing they can do. This was even after I expressed my concern many times and was promised it would look great. I gave up for a while because nobody would return my call. I recently sent them another email and as expected they are not backing up their product . They just gave me a number to a guy who I could pay to fix it. This is the last straw for me. We have had so many issues with this company. 5 other people in my Cul De Sac used them and they all had similar issues. They need to stand by the products they build!!! I personally went out to meet [redacted] regarding his BBQ top concerns. I explained that hairline cracking is a physical property of concrete. We could put score lines, or control joints in our countertops, but customers usually like the easy to clean, user friendly tops. False, there was no discussion of scoring, control joint lines or any remedies when we met.
[redacted] fails to mention that he has been having us service his pool since it’s been filled with water. We have taken many photos of the progression of the BBQ, along with all the things that they place on top of the counter. It has been through a lot. I did not fail to mention. I do not see any relevance to my complaint. I do use their pool maintenance person Dave. He is one of the rare people at Pacific Sun who has been courteous, prompt and honest with me. If he were to move to another company I would continue to use him. However, I do not see what this has to do with my complaints. Please provide said pictures. I have pictures as well. They have already had work done to it by others, which we certainly can’t take responsibility for. Yes, Pacific Sun refused to fix it. We had to pay a different company to have the entire BBQ redone since it was a complete eye sore. I have before and after pictures.
I responded to [redacted]’s last e mail (which he mentions above) where he threatens to file this Revdex.com complaint, and let him know that I had a solution for him and would help him with the execution of the solution if he hadn’t filed this complaint yet. Obviously he decided to go this route instead. I received a response from their foreman [redacted]. He told me to call their outside contractor and pay him to fix this. This is not a solution so I explained that I was taking this up with the Revdex.com. If they are indeed willing to resolve this then I am all ears.
[redacted] is a coward. This is complete slander and typical of the type of service we have received from this company. He left a horrible [redacted] review naming everyone in the company by name, but keeps his identity anonymous. I left a factual [redacted] review. Nowhere in my review did I state anybody by name. I can provide this review at any time. He has cussed out multiple people in our office over the phone, and would make calls to our designer, [redacted] ([redacted] was a neighbor of his before he moved into this house where we performed the work) sometimes 6-7 times in a row, with wild unrealistic complaints, day after day after day. There are two sides to every dispute. This is slander again, it is in fact there employees who cuss people out and threaten them with bodily harm. This same [redacted] was somebody I considered a friend before he threatened me. I do not recall ever calling 6-7 times in a row with a request and none of my requests were ever unrealistic. All I ever asked for was to get what I paid for. If I asked for anything additional, I completed their change order request form and paid the additional fees.
[redacted] was also the type of neighbor who said he would recommend us to his neighbors, but that we would have to give him money or upgraded products in order to recommend us. We gave him $1,700 in light upgrades and we ordered not to tell his neighbors. What does type of neighbor mean? I fully went into this project thinking I was working with a great company. At that time I viewed their architect/sales rep [redacted] as a friend since he was my past neighbor. They earned hundreds of thousands of dollars in work. Are they trying to make me look bad for giving them referrals? Is that how you treat people who TRY to help your company. This is just more lies, deceit and manipulation by them. We have multiple clients who are completely satisfied that live in the Del Sur neighborhood. I can only comment on the Del Sur clients that I know who have used them. None of the neighbors in my Cul De Sac are happy at all with Pacific Sun. They are all dealing with their own Pacific Sun issues and I believe one of them has a Revdex.com complaint against them.
In conclusion, we might still be willing to help [redacted] with his countertop. He just needs to call me personally. I prefer that they call me to resolve this. I would gladly call but like so many other times it will not be returned. I have gone above and beyond trying to get this resolved and this is why we are in a Revdex.com dispute now. I hope I am wrong but judging by the tone of their responses they have no intention of making this right.
Regards,
[redacted]
qowt-eid="E44" id="E44">[redacted] September 14, 2015
Revdex.com
RE: Complaint ID# [redacted]
Dear Ms. [redacted],
I am writing to respond to the complaint by [redacted].
Mrs. [redacted] asserts that she has several trees that have died under her 6 month warranty. The plant material comes with a 90 day warranty, and it is based on proper maintenance. Mrs. [redacted] called us six weeks after the installation of her yard was complete and she said her irrigation wasn’t working properly and that her ground cover was dying. We sent our supervisor, [redacted], out to as her concerns. All of the irrigation was, in fact, working correctly. Some of the individual emitters were not adjusted correctly; the ground cover was suffering accordingly. The time clock was not adjusted or set according to the plant material requirement. [redacted], went through the entire irrigation system, adjusted all of the individual emitters, inspected and adjusted the time clock, and photographed the project. (See attached photographs.)
The drip irrigation system needs normal maintenance, such as unclogging and adjustment of individual emitters, adjusting the timer that controls the irrigation, addition of mulch, weed and pest control, etc. When we finished the project Mrs. [redacted] was supposed to either perform these tasks, or hire a competent professional maintenance company.
Mrs. [redacted] also states in her claim that her BBQ top is damaged and has a spatula mark on it. The condition of the BBQ top was as it should be when the project was completed, and was signed off as completed to satisfaction by The [redacted]’s. We have a signed completion certificate, and photographs of the completed BBQ. If the BBQ has a spatula mark in it, and/or is crumbling, this has happened after the completion of the project and is not a warranty item.
In conclusion, Mrs. [redacted] has been extremely demanding and unreasonable from the beginning of this project. She changed the scope of the work in her contract (in writing) 8 times, and at least 15 other changes (verbally) with our project manager and supervisors during the course of construction, all the while complaining about every detail as well as the completion time. She has verbally abused and attacked almost every one of our employees, as well as our designer, [redacted], and myself. She has made good on her threats to try and smear the 46 year old great reputation that we have worked so hard to earn, through yelp, and other social media. Pacific Sun has a customer reference list with hundreds of satisfied customers. There was just no making this spoiled client happy. She has behaved the same way with company that built her home, and others that we are aware of. If any other contractors are called out to provide estimates for work at her house we would urge all of them to decline. It isn’t worth it.
Attached are some of the beautiful pics of her project before she abused and neglected her project. Pacific Sun considers this project complete, and this matter closed.
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.
Dear Ms [redacted]
In response to Mr. [redacted]’s most recent letter, we too have documentation showing that they did not respond to my inquiries. I have a witness that will state that we were told that our bbq top would look the same as our neighbors which it does not due, primarily, to the large spatula mark in it and texture. We were told my three separate employees that they were unavailable for a period of time because they were working on Mr. [redacted]’s home renovations.
This entire project was a classic bait-and-switch. We were given drawings that we approved but the installed products did not align with those plans. The multitude of “changes” were only holding Pacific Sun Pool ‘N Spa to the original plans. To personally attack me, a customer whom he has never met, instead of address why he wouldn't fix the drip system and dead plants that were stated to have a 6 month guarantee in our contract is unacceptable and only exemplifies the poor business practice of Pac Sun. Thank you for your time and please let me know if you need any documentation from me.
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.
We had contracted PACSUN to build our backyard from scratch. The entire process was a nightmare from start to finish. There are a lot of issues still remaining from plants that were never put on drips and died, pavers that just crumbled, pool spillways that were done poorly, etc. We can easily provide documentation showing that we addressed all of [redacted]’s complaints. All of his plants have drips now. Shortly after completion, [redacted] called and said that some of his plants had died, we replaced them and also inspected and repaired all of his irrigation. False, I have had many plants die since drips were left off when originally installed or did not even have a drop attached to it. I have since had to pay out of pocket to have them replaced since Pacific Sun does not back up their work. There were no pavers that “Just Crumbled” Some of the pavers had some circle indentations in them (which were ultimately determined to be from a power washer) after they were installed. I personally went out and looked at the Paver issue with [redacted]. We ended up replacing all of the pavers with the circles on them. [redacted] was satisfied. I was not satisfied, I had to have several pavers replaced on my own. Why would I have them replaced if I was satisfied? The spillways were in a radius spa dam wall, [redacted], of course, complained immediately and we promptly redid the spillways. So all of those issues above were clearly just meant as prerequisite to [redacted]’s biggest issue, and are not, in fact, remaining issues.I do not know what they mean by of course? I do not see how any customer would be happy with the work they did. The patch job looks terrible. They even stated that it would not look good but left it as is.There is one particular issue that I am complaining about. They built our BBQ Island. They pushed us to use a color washed concrete top instead of granite. We recommended acid stained concrete, not “pushed”. Outdoor granite tops scale and fade very quickly. I stand by my statement. I repeatedly asked about granite and they continued to push acid stained. I even had granite slabs ready to match from the inside of our house but they were persistent on acid stain being the best.I expressed my concerns about the longevity of the top. They guaranteed this would be much better than granite because it held up better. 1 Month after it was installed many cracks and color fading appeared. I put numerous calls into them asking them to fix it. They attempted to fix it once but said this all they could do. They made it look worse. They state that it is just the nature of the product and there is nothing they can do. This was even after I expressed my concern many times and was promised it would look great. I gave up for a while because nobody would return my call. I recently sent them another email and as expected they are not backing up their product . They just gave me a number to a guy who I could pay to fix it. This is the last straw for me. We have had so many issues with this company. 5 other people in my Cul De Sac used them and they all had similar issues. They need to stand by the products they build!!! I personally went out to meet [redacted] regarding his BBQ top concerns. I explained that hairline cracking is a physical property of concrete. We could put score lines, or control joints in our countertops, but customers usually like the easy to clean, user friendly tops. False, there was no discussion of scoring, control joint lines or any remedies when we met.
[redacted] fails to mention that he has been having us service his pool since it’s been filled with water. We have taken many photos of the progression of the BBQ, along with all the things that they place on top of the counter. It has been through a lot. I did not fail to mention. I do not see any relevance to my complaint. I do use their pool maintenance person Dave. He is one of the rare people at Pacific Sun who has been courteous, prompt and honest with me. If he were to move to another company I would continue to use him. However, I do not see what this has to do with my complaints. Please provide said pictures. I have pictures as well. They have already had work done to it by others, which we certainly can’t take responsibility for. Yes, Pacific Sun refused to fix it. We had to pay a different company to have the entire BBQ redone since it was a complete eye sore. I have before and after pictures.
I responded to [redacted]’s last e mail (which he mentions above) where he threatens to file this Revdex.com complaint, and let him know that I had a solution for him and would help him with the execution of the solution if he hadn’t filed this complaint yet. Obviously he decided to go this route instead. I received a response from their foreman [redacted]. He told me to call their outside contractor and pay him to fix this. This is not a solution so I explained that I was taking this up with the Revdex.com. If they are indeed willing to resolve this then I am all ears.
[redacted] is a coward. This is complete slander and typical of the type of service we have received from this company. He left a horrible [redacted] review naming everyone in the company by name, but keeps his identity anonymous. I left a factual [redacted] review. Nowhere in my review did I state anybody by name. I can provide this review at any time. He has cussed out multiple people in our office over the phone, and would make calls to our designer, [redacted] ([redacted] was a neighbor of his before he moved into this house where we performed the work) sometimes 6-7 times in a row, with wild unrealistic complaints, day after day after day. There are two sides to every dispute. This is slander again, it is in fact there employees who cuss people out and threaten them with bodily harm. This same [redacted] was somebody I considered a friend before he threatened me. I do not recall ever calling 6-7 times in a row with a request and none of my requests were ever unrealistic. All I ever asked for was to get what I paid for. If I asked for anything additional, I completed their change order request form and paid the additional fees.
[redacted] was also the type of neighbor who said he would recommend us to his neighbors, but that we would have to give him money or upgraded products in order to recommend us. We gave him $1,700 in light upgrades and we ordered not to tell his neighbors. What does type of neighbor mean? I fully went into this project thinking I was working with a great company. At that time I viewed their architect/sales rep [redacted] as a friend since he was my past neighbor. They earned hundreds of thousands of dollars in work. Are they trying to make me look bad for giving them referrals? Is that how you treat people who TRY to help your company. This is just more lies, deceit and manipulation by them. We have multiple clients who are completely satisfied that live in the Del Sur neighborhood. I can only comment on the Del Sur clients that I know who have used them. None of the neighbors in my Cul De Sac are happy at all with Pacific Sun. They are all dealing with their own Pacific Sun issues and I believe one of them has a Revdex.com complaint against them.
In conclusion, we might still be willing to help [redacted] with his countertop. He just needs to call me personally. I prefer that they call me to resolve this. I would gladly call but like so many other times it will not be returned. I have gone above and beyond trying to get this resolved and this is why we are in a Revdex.com dispute now. I hope I am wrong but judging by the tone of their responses they have no intention of making this right.
Regards,
[redacted]
Christine
s her concerns. All of the irrigation was, in fact, working correctly. Some of the individual emitters were not adjusted correctly; the ground cover was suffering accordingly. The time clock was not adjusted or set according to the plant material requirement. [redacted], went through the entire irrigation system, adjusted all of the individual emitters, inspected and adjusted the time clock, and photographed the project. (See attached photographs.)
qowt-eid="E44" id="E44">[redacted] September 14, 2015
Revdex.com
RE: Complaint ID# [redacted]
Dear Ms. [redacted],
I am writing to respond to the complaint by [redacted].
Mrs. [redacted] asserts that she has several trees that have died under her 6 month warranty. The plant material comes with a 90 day warranty, and it is based on proper maintenance. Mrs. [redacted] called us six weeks after the installation of her yard was complete and she said her irrigation wasn’t working properly and that her ground cover was dying. We sent our supervisor, [redacted], out to a
The drip irrigation system needs normal maintenance, such as unclogging and adjustment of individual emitters, adjusting the timer that controls the irrigation, addition of mulch, weed and pest control, etc. When we finished the project Mrs. [redacted] was supposed to either perform these tasks, or hire a competent professional maintenance company.
Mrs. [redacted] also states in her claim that her BBQ top is damaged and has a spatula mark on it. The condition of the BBQ top was as it should be when the project was completed, and was signed off as completed to satisfaction by The [redacted]’s. We have a signed completion certificate, and photographs of the completed BBQ. If the BBQ has a spatula mark in it, and/or is crumbling, this has happened after the completion of the project and is not a warranty item.
In conclusion, Mrs. [redacted] has been extremely demanding and unreasonable from the beginning of this project. She changed the scope of the work in her contract (in writing) 8 times, and at least 15 other changes (verbally) with our project manager and supervisors during the course of construction, all the while complaining about every detail as well as the completion time. She has verbally abused and attacked almost every one of our employees, as well as our designer, [redacted], and myself. She has made good on her threats to try and smear the 46 year old great reputation that we have worked so hard to earn, through yelp, and other social media. Pacific Sun has a customer reference list with hundreds of satisfied customers. There was just no making this spoiled client happy. She has behaved the same way with company that built her home, and others that we are aware of. If any other contractors are called out to provide estimates for work at her house we would urge all of them to decline. It isn’t worth it.
Attached are some of the beautiful pics of her project before she abused and neglected her project. Pacific Sun considers this project complete, and this matter closed.
[redacted]
Pacific Sun Aquatech.
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.
Dear Ms [redacted]
In response to Mr. [redacted]’s most recent letter, we too have documentation showing that they did not respond to my inquiries. I have a witness that will state that we were told that our bbq top would look the same as our neighbors which it does not due, primarily, to the large spatula mark in it and texture. We were told my three separate employees that they were unavailable for a period of time because they were working on Mr. [redacted]’s home renovations.
This entire project was a classic bait-and-switch. We were given drawings that we approved but the installed products did not align with those plans. The multitude of “changes” were only holding Pacific Sun Pool ‘N Spa to the original plans. To personally attack me, a customer whom he has never met, instead of address why he wouldn't fix the drip system and dead plants that were stated to have a 6 month guarantee in our contract is unacceptable and only exemplifies the poor business practice of Pac Sun. Thank you for your time and please let me know if you need any documentation from me.
Regards,
[redacted]