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***’s most recent letter, we too have documentation showing that they did not respond to my inquiriesI 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 textureWe were told my three separate employees that they were unavailable for a period of time because they were working on Mr***’s home renovationsThis entire project was a classic bait-and-switchWe were given drawings that we approved but the installed products did not align with those plansThe 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 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]
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 belowWe had contracted PACSUN to build our backyard from scratchThe entire process was a nightmare from start to finishThere 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, etcWe can easily provide documentation showing that we addressed all of ***’s complaintsAll of his plants have drips nowShortly after completion, [redacted] called and said that some of his plants had died, we replaced them and also inspected and repaired all of his irrigationFalse, I have had many plants die since drips were left off when originally installed or did not even have a drop attached to itI have since had to pay out of pocket to have them replaced since Pacific Sun does not back up their workThere 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 installedI personally went out and looked at the Paver issue with ***We ended up replacing all of the pavers with the circles on them [redacted] was satisfiedI was not satisfied, I had to have several pavers replaced on my ownWhy would I have them replaced if I was satisfied? The spillways were in a radius spa dam wall, ***, of course, complained immediately and we promptly redid the spillwaysSo all of those issues above were clearly just meant as prerequisite to ***’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 didThe patch job looks terribleThey even stated that it would not look good but left it as is.There is one particular issue that I am complaining aboutThey built our BBQ IslandThey pushed us to use a color washed concrete top instead of graniteWe recommended acid stained concrete, not “pushed”Outdoor granite tops scale and fade very quicklyI stand by my statementI repeatedly asked about granite and they continued to push acid stainedI 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 topThey guaranteed this would be much better than granite because it held up betterMonth after it was installed many cracks and color fading appearedI put numerous calls into them asking them to fix itThey attempted to fix it once but said this all they could doThey made it look worseThey state that it is just the nature of the product and there is nothing they can doThis was even after I expressed my concern many times and was promised it would look greatI gave up for a while because nobody would return my callI 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 itThis is the last straw for meWe have had so many issues with this companyother people in my Cul De Sac used them and they all had similar issuesThey need to stand by the products they build!!! I personally went out to meet [redacted] regarding his BBQ top concernsI explained that hairline cracking is a physical property of concreteWe 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 waterWe have taken many photos of the progression of the BBQ, along with all the things that they place on top of the counterIt has been through a lotI did not fail to mention I do not see any relevance to my complaintI do use their pool maintenance person DaveHe is one of the rare people at Pacific Sun who has been courteous, prompt and honest with meIf he were to move to another company I would continue to use himHowever, I do not see what this has to do with my complaintsPlease provide said picturesI have pictures as well They have already had work done to it by others, which we certainly can’t take responsibility forYes, Pacific Sun refused to fix itWe had to pay a different company to have the entire BBQ redone since it was a complete eye soreI have before and after picturesI responded to ***’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 yetObviously he decided to go this route insteadI received a response from their foreman *** He told me to call their outside contractor and pay him to fix thisThis is not a solution so I explained that I was taking this up with the Revdex.comIf they are indeed willing to resolve this then I am all ears [redacted] is a cowardThis is complete slander and typical of the type of service we have received from this companyHe left a horrible [redacted] review naming everyone in the company by name, but keeps his identity anonymousI left a factual [redacted] reviewNowhere in my review did I state anybody by nameI can provide this review at any timeHe 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-times in a row, with wild unrealistic complaints, day after day after dayThere 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 harmThis same *** was somebody I considered a friend before he threatened me I do not recall ever calling 6-times in a row with a request and none of my requests were ever unrealisticAll I ever asked for was to get what I paid forIf 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 usWe gave him $1,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 companyAt that time I viewed their architect/sales rep [redacted] as a friend since he was my past neighborThey earned hundreds of thousands of dollars in workAre they trying to make me look bad for giving them referrals? Is that how you treat people who TRY to help your companyThis is just more lies, deceit and manipulation by themWe have multiple clients who are completely satisfied that live in the Del Sur neighborhoodI can only comment on the Del Sur clients that I know who have used themNone of the neighbors in my Cul De Sac are happy at all with Pacific SunThey are all dealing with their own Pacific Sun issues and I believe one of them has a Revdex.com complaint against themIn conclusion, we might still be willing to help [redacted] with his countertopHe just needs to call me personallyI prefer that they call me to resolve thisI would gladly call but like so many other times it will not be returnedI have gone above and beyond trying to get this resolved and this is why we are in a Revdex.com dispute nowI hope I am wrong but judging by the tone of their responses they have no intention of making this right Regards, [redacted] ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am responding to the letter posted to the Revdex.com website in response to my earlier complaintMy husband, ***, and I contacted *** and *** throughout the duration of the project with no responseThe project, for which I signed a contract stating that it would take weeks to complete actually took and a half months to completeWe understand a slight delay due to the official change orders directed by meUnfortunately the bulk of the delay was a result of the contractor’s lack of attendance at my house to complete the workThere was a period of three weeks in the middle of the project when no one came to our houseThe absence was not explained nor was correspondence asking about it acknowledged or responded to I was told by Pacific Sun employees that all of the employees were at the owner Robs home completing a renovation there
Issues such as the spatula mark in the b-b-q concrete was acknowledged verbally but never repaired I have witnesses who heard *** say that my bbq top would look exactly like my neighbors which it does not
The drip system never functioned properly resulting in the death of plants as well as a costly avocado treeWe tried to contact *** several times well before the month guarantee described in the contractor’s response letterReplies were not provided by *** pushing our complaints over the month markWe were cooerced into signing off and writing additional threats when we were threatened that they would sue us for breach of contract and discontinue working
We have paperwork proving that we have properly maintained the yard with regular visits from a landscaper We can also provide phone records and emails asking for repairs to be made that were ignore *** and Robs lack of communication and poor effort on my landscaping project has resulted in these complaints We also have neighbors who have used them and also left yelp reviews showing their discontent with Pacific Sun as well These pictures were taken in February when I tried to contact Rob and *** to resolve the matter of the groundcover, plants, and bbq top I had never gotten a response
Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowWe had contracted PACSUN to build our backyard from scratchThe entire process was a nightmare from start to finishThere 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 ***’s complaintsAll of his plants have drips nowShortly after completion, *** 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 itI 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 installedI personally went out and looked at the Paver issue with ***We ended up replacing all of the pavers with the circles on them*** was satisfied. I was not satisfied, I had to have several pavers replaced on my ownWhy would I have them replaced if I was satisfied? The spillways were in a radius spa dam wall, ***, of course, complained immediately and we promptly redid the spillwaysSo all of those issues above were clearly just meant as prerequisite to ***’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 didThe patch job looks terribleThey even stated that it would not look good but left it as is.There is one particular issue that I am complaining aboutThey built our BBQ IslandThey 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 statementI repeatedly asked about granite and they continued to push acid stainedI 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 topThey guaranteed this would be much better than granite because it held up betterMonth after it was installed many cracks and color fading appearedI put numerous calls into them asking them to fix itThey attempted to fix it once but said this all they could doThey made it look worseThey state that it is just the nature of the product and there is nothing they can doThis was even after I expressed my concern many times and was promised it would look greatI gave up for a while because nobody would return my callI 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 itThis is the last straw for meWe have had so many issues with this companyother people in my Cul De Sac used them and they all had similar issuesThey need to stand by the products they build!!! I personally went out to meet *** regarding his BBQ top concernsI explained that hairline cracking is a physical property of concreteWe 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*** fails to mention that he has been having us service his pool since it’s been filled with waterWe have taken many photos of the progression of the BBQ, along with all the things that they place on top of the counterIt has been through a lotI did not fail to mention. I do not see any relevance to my complaintI do use their pool maintenance person DaveHe 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 himHowever, I do not see what this has to do with my complaintsPlease provide said picturesI 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 itWe had to pay a different company to have the entire BBQ redone since it was a complete eye soreI have before and after picturesI responded to ***’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 yetObviously he decided to go this route instead. I received a response from their foreman ***. He told me to call their outside contractor and pay him to fix thisThis is not a solution so I explained that I was taking this up with the Revdex.comIf they are indeed willing to resolve this then I am all ears*** is a coward. This is complete slander and typical of the type of service we have received from this company. He left a horrible *** review naming everyone in the company by name, but keeps his identity anonymous. I left a factual *** reviewNowhere in my review did I state anybody by nameI 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, *** (*** was a neighbor of his before he moved into this house where we performed the work) sometimes 6-times in a row, with wild unrealistic complaints, day after day after dayThere 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 *** was somebody I considered a friend before he threatened me. I do not recall ever calling 6-times in a row with a request and none of my requests were ever unrealisticAll I ever asked for was to get what I paid forIf I asked for anything additional, I completed their change order request form and paid the additional fees*** 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 usWe gave him $1,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 companyAt that time I viewed their architect/sales rep *** as a friend since he was my past neighbor. They earned hundreds of thousands of dollars in workAre they trying to make me look bad for giving them referrals? Is that how you treat people who TRY to help your companyThis is just more lies, deceit and manipulation by them. We have multiple clients who are completely satisfied that live in the Del Sur neighborhoodI can only comment on the Del Sur clients that I know who have used themNone of the neighbors in my Cul De Sac are happy at all with Pacific SunThey are all dealing with their own Pacific Sun issues and I believe one of them has a Revdex.com complaint against themIn conclusion, we might still be willing to help *** with his countertopHe just needs to call me personally. I prefer that they call me to resolve thisI 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 nowI hope I am wrong but judging by the tone of their responses they have no intention of making this right
Regards,
*** ***
Ms***,
*** starts her rebuttal stating that she and her husband contacted *** and *** with no responseOur files are full of correspondences back and forth with these homeownersBecause she called repeatedly each day I’m am sure that there were calls that weren’t returned immediatelyHowever; I actually met with her husband, ***, in my office during the construction process.( Pacific Sun has written documentation of the date of this meeting) We discussed the fact that because *** changed just about every aspect of the original design and contract we would most certainly need much more time to execute the constant modifications, agree on prices, order materials, and schedule crewsHe understood
Her constant changes in design and materials caused the delaysAgain, we will easily document thisHer accusation that all my employees were at my house doesn’t even merit a response, it actually only shows a glimpse of how she typically reacts when she doesn’t get her way
The drip system, the plants, and BBQ we addressed in the first response
We don’t coerce our clients to sign completion certificates, and threaten lawsuitWe have been in business for over years under a single licenseWe have had our share of challenges through all of those decades, completing over projects, and this client, along with one of her neighbors, were easily in the top 1% of demanding and unrealistic
Respectfully,
*** ***
***
Pacific Sun Pool 'N Spa
*** *** ***
*** *** ** ***
Phone *** *** ***
fax *** *** ***
***
We had contracted PACSUN to build our backyard from scratchThe entire process
was a nightmare from start to finishThere 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, etcWe can easily provide documentation showing that we addressed all of ***’s complaintsAll of his plants have drips nowShortly after completion, *** called and said that some of his plants had died, we replaced them and also inspected and repaired all of his irrigationThere 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 installedI personally went out and looked at the Paver issue with ***We ended up replacing all of the pavers with the circles on them*** was satisfiedThe spillways were in a radius spa dam wall, ***, of course, complained immediately and we promptly redid the spillwaysSo all of those issues above were clearly just meant as prerequisite to ***’s biggest issue, and are not, in fact, remaining issuesThere is one particular issue that I am complaining aboutThey built our BBQ IslandThey pushed us to use a color washed concrete top instead of graniteWe recommended acid stained concrete, not “pushed”Outdoor granite tops scale and fade very quicklyI expressed my concerns about the longevity of the topThey guaranteed this would be much better than granite because it held up betterMonth after it was installed many cracks and color fading appearedI put numerous calls into them asking them to fix itThey attempted to fix it once but said this all they could doThey made it look worseThey state that it is just the nature of the product and there is nothing they can doThis was even after I expressed my concern many times and was promised it would look greatI gave up for a while because nobody would return my callI 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 itThis is the last straw for meWe have had so many issues with this companyother people in my Cul De Sac used them and they all had similar issuesThey need to stand by the products they build!!! I personally went out to meet *** regarding his BBQ top concernsI explained that hairline cracking is a physical property of concreteWe could put score lines, or control joints in our countertops, but customers usually like the easy to clean, user friendly tops
*** fails to mention that he has been having us service his pool since it’s been filled with waterWe have taken many photos of the progression of the BBQ, along with all the things that they place on top of the counterIt has been through a lotThey have already had work done to it by others, which we certainly can’t take responsibility forI responded to ***’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 yetObviously he decided to go this route instead*** is a cowardHe left a horrible *** review naming everyone in the company by name, but keeps his identity anonymousHe has cussed out multiple people in our office over the phone, and would make calls to our designer, *** (*** was a neighbor of his before he moved into this house where we performed the work) sometimes 6-times in a row, with wild unrealistic complaints, day after day after dayThere are two sides to every dispute*** 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 usWe gave him $1,in light upgrades and we ordered not to tell his neighborsWe have multiple clients who are completely satisfied that live in the Del Sur neighborhoodIn conclusion, we might still be willing to help *** with his countertopHe just needs to call me personally
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 ***
In response to Mr***’s most recent letter, we too have documentation showing that they did not respond to my inquiriesI 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***’s home renovationsThis entire project was a classic bait-and-switchWe were given drawings that we approved but the installed products did not align with those plansThe 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 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,
*** ***
Christine
qowt-eid="E44" id="E44">*** September 14, Revdex.com
RE: Complaint ID# ***
Dear Ms***,
I am writing to respond to the complaint by *** ***
Mrs*** asserts that she has several trees that have died under her month warrantyThe plant material comes with a day warranty, and it is based on proper maintenanceMrs*** 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 dyingWe sent our supervisor, ***, out to as her concernsAll of the irrigation was, in fact, working correctlySome of the individual emitters were not adjusted correctly; the ground cover was suffering accordinglyThe time clock was not adjusted or set according to the plant material requirement***, 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 maintenance, such as unclogging and adjustment of individual emitters, adjusting the timer that controls the irrigation, addition of mulch, weed and pest control, etcWhen we finished the project Mrs*** was supposed to either perform these tasks, or hire a competent professional maintenance company
Mrs*** also states in her claim that her BBQ top is damaged and has a spatula mark on itThe 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 ***’sWe have a signed completion certificate, and photographs of the completed BBQIf 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*** has been extremely demanding and unreasonable from the beginning of this projectShe changed the scope of the work in her contract (in writing) times, and at least 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 timeShe has verbally abused and attacked almost every one of our employees, as well as our designer, ***, and myselfShe has made good on her threats to try and smear the year old great reputation that we have worked so hard to earn, through yelp, and other social mediaPacific Sun has a customer reference list with hundreds of satisfied customersThere was just no making this spoiled client happyShe has behaved the same way with company that built her home, and others that we are aware ofIf any other contractors are called out to provide estimates for work at her house we would urge all of them to declineIt isn’t worth it
Attached are some of the beautiful pics of her project before she abused and neglected her projectPacific Sun considers this project complete, and this matter closed
*** ***
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***’s most recent letter, we too have documentation showing that they did not respond to my inquiriesI 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 textureWe were told my three separate employees that they were unavailable for a period of time because they were working on Mr***’s home renovationsThis entire project was a classic bait-and-switchWe were given drawings that we approved but the installed products did not align with those plansThe 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 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]
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 belowWe had contracted PACSUN to build our backyard from scratchThe entire process was a nightmare from start to finishThere 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, etcWe can easily provide documentation showing that we addressed all of ***’s complaintsAll of his plants have drips nowShortly after completion, [redacted] called and said that some of his plants had died, we replaced them and also inspected and repaired all of his irrigationFalse, I have had many plants die since drips were left off when originally installed or did not even have a drop attached to itI have since had to pay out of pocket to have them replaced since Pacific Sun does not back up their workThere 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 installedI personally went out and looked at the Paver issue with ***We ended up replacing all of the pavers with the circles on them [redacted] was satisfiedI was not satisfied, I had to have several pavers replaced on my ownWhy would I have them replaced if I was satisfied? The spillways were in a radius spa dam wall, ***, of course, complained immediately and we promptly redid the spillwaysSo all of those issues above were clearly just meant as prerequisite to ***’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 didThe patch job looks terribleThey even stated that it would not look good but left it as is.There is one particular issue that I am complaining aboutThey built our BBQ IslandThey pushed us to use a color washed concrete top instead of graniteWe recommended acid stained concrete, not “pushed”Outdoor granite tops scale and fade very quicklyI stand by my statementI repeatedly asked about granite and they continued to push acid stainedI 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 topThey guaranteed this would be much better than granite because it held up betterMonth after it was installed many cracks and color fading appearedI put numerous calls into them asking them to fix itThey attempted to fix it once but said this all they could doThey made it look worseThey state that it is just the nature of the product and there is nothing they can doThis was even after I expressed my concern many times and was promised it would look greatI gave up for a while because nobody would return my callI 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 itThis is the last straw for meWe have had so many issues with this companyother people in my Cul De Sac used them and they all had similar issuesThey need to stand by the products they build!!! I personally went out to meet [redacted] regarding his BBQ top concernsI explained that hairline cracking is a physical property of concreteWe 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 waterWe have taken many photos of the progression of the BBQ, along with all the things that they place on top of the counterIt has been through a lotI did not fail to mention I do not see any relevance to my complaintI do use their pool maintenance person DaveHe is one of the rare people at Pacific Sun who has been courteous, prompt and honest with meIf he were to move to another company I would continue to use himHowever, I do not see what this has to do with my complaintsPlease provide said picturesI have pictures as well They have already had work done to it by others, which we certainly can’t take responsibility forYes, Pacific Sun refused to fix itWe had to pay a different company to have the entire BBQ redone since it was a complete eye soreI have before and after picturesI responded to ***’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 yetObviously he decided to go this route insteadI received a response from their foreman *** He told me to call their outside contractor and pay him to fix thisThis is not a solution so I explained that I was taking this up with the Revdex.comIf they are indeed willing to resolve this then I am all ears [redacted] is a cowardThis is complete slander and typical of the type of service we have received from this companyHe left a horrible [redacted] review naming everyone in the company by name, but keeps his identity anonymousI left a factual [redacted] reviewNowhere in my review did I state anybody by nameI can provide this review at any timeHe 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-times in a row, with wild unrealistic complaints, day after day after dayThere 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 harmThis same *** was somebody I considered a friend before he threatened me I do not recall ever calling 6-times in a row with a request and none of my requests were ever unrealisticAll I ever asked for was to get what I paid forIf 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 usWe gave him $1,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 companyAt that time I viewed their architect/sales rep [redacted] as a friend since he was my past neighborThey earned hundreds of thousands of dollars in workAre they trying to make me look bad for giving them referrals? Is that how you treat people who TRY to help your companyThis is just more lies, deceit and manipulation by themWe have multiple clients who are completely satisfied that live in the Del Sur neighborhoodI can only comment on the Del Sur clients that I know who have used themNone of the neighbors in my Cul De Sac are happy at all with Pacific SunThey are all dealing with their own Pacific Sun issues and I believe one of them has a Revdex.com complaint against themIn conclusion, we might still be willing to help [redacted] with his countertopHe just needs to call me personallyI prefer that they call me to resolve thisI would gladly call but like so many other times it will not be returnedI have gone above and beyond trying to get this resolved and this is why we are in a Revdex.com dispute nowI hope I am wrong but judging by the tone of their responses they have no intention of making this right Regards, [redacted] ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am responding to the letter posted to the Revdex.com website in response to my earlier complaintMy husband, ***, and I contacted *** and *** throughout the duration of the project with no responseThe project, for which I signed a contract stating that it would take weeks to complete actually took and a half months to completeWe understand a slight delay due to the official change orders directed by meUnfortunately the bulk of the delay was a result of the contractor’s lack of attendance at my house to complete the workThere was a period of three weeks in the middle of the project when no one came to our houseThe absence was not explained nor was correspondence asking about it acknowledged or responded to I was told by Pacific Sun employees that all of the employees were at the owner Robs home completing a renovation there
Issues such as the spatula mark in the b-b-q concrete was acknowledged verbally but never repaired I have witnesses who heard *** say that my bbq top would look exactly like my neighbors which it does not
The drip system never functioned properly resulting in the death of plants as well as a costly avocado treeWe tried to contact *** several times well before the month guarantee described in the contractor’s response letterReplies were not provided by *** pushing our complaints over the month markWe were cooerced into signing off and writing additional threats when we were threatened that they would sue us for breach of contract and discontinue working
We have paperwork proving that we have properly maintained the yard with regular visits from a landscaper We can also provide phone records and emails asking for repairs to be made that were ignore *** and Robs lack of communication and poor effort on my landscaping project has resulted in these complaints We also have neighbors who have used them and also left yelp reviews showing their discontent with Pacific Sun as well These pictures were taken in February when I tried to contact Rob and *** to resolve the matter of the groundcover, plants, and bbq top I had never gotten a response
Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowWe had contracted PACSUN to build our backyard from scratchThe entire process was a nightmare from start to finishThere 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 ***’s complaintsAll of his plants have drips nowShortly after completion, *** 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 itI 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 installedI personally went out and looked at the Paver issue with ***We ended up replacing all of the pavers with the circles on them*** was satisfied. I was not satisfied, I had to have several pavers replaced on my ownWhy would I have them replaced if I was satisfied? The spillways were in a radius spa dam wall, ***, of course, complained immediately and we promptly redid the spillwaysSo all of those issues above were clearly just meant as prerequisite to ***’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 didThe patch job looks terribleThey even stated that it would not look good but left it as is.There is one particular issue that I am complaining aboutThey built our BBQ IslandThey 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 statementI repeatedly asked about granite and they continued to push acid stainedI 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 topThey guaranteed this would be much better than granite because it held up betterMonth after it was installed many cracks and color fading appearedI put numerous calls into them asking them to fix itThey attempted to fix it once but said this all they could doThey made it look worseThey state that it is just the nature of the product and there is nothing they can doThis was even after I expressed my concern many times and was promised it would look greatI gave up for a while because nobody would return my callI 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 itThis is the last straw for meWe have had so many issues with this companyother people in my Cul De Sac used them and they all had similar issuesThey need to stand by the products they build!!! I personally went out to meet *** regarding his BBQ top concernsI explained that hairline cracking is a physical property of concreteWe 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*** fails to mention that he has been having us service his pool since it’s been filled with waterWe have taken many photos of the progression of the BBQ, along with all the things that they place on top of the counterIt has been through a lotI did not fail to mention. I do not see any relevance to my complaintI do use their pool maintenance person DaveHe 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 himHowever, I do not see what this has to do with my complaintsPlease provide said picturesI 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 itWe had to pay a different company to have the entire BBQ redone since it was a complete eye soreI have before and after picturesI responded to ***’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 yetObviously he decided to go this route instead. I received a response from their foreman ***. He told me to call their outside contractor and pay him to fix thisThis is not a solution so I explained that I was taking this up with the Revdex.comIf they are indeed willing to resolve this then I am all ears*** is a coward. This is complete slander and typical of the type of service we have received from this company. He left a horrible *** review naming everyone in the company by name, but keeps his identity anonymous. I left a factual *** reviewNowhere in my review did I state anybody by nameI 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, *** (*** was a neighbor of his before he moved into this house where we performed the work) sometimes 6-times in a row, with wild unrealistic complaints, day after day after dayThere 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 *** was somebody I considered a friend before he threatened me. I do not recall ever calling 6-times in a row with a request and none of my requests were ever unrealisticAll I ever asked for was to get what I paid forIf I asked for anything additional, I completed their change order request form and paid the additional fees*** 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 usWe gave him $1,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 companyAt that time I viewed their architect/sales rep *** as a friend since he was my past neighbor. They earned hundreds of thousands of dollars in workAre they trying to make me look bad for giving them referrals? Is that how you treat people who TRY to help your companyThis is just more lies, deceit and manipulation by them. We have multiple clients who are completely satisfied that live in the Del Sur neighborhoodI can only comment on the Del Sur clients that I know who have used themNone of the neighbors in my Cul De Sac are happy at all with Pacific SunThey are all dealing with their own Pacific Sun issues and I believe one of them has a Revdex.com complaint against themIn conclusion, we might still be willing to help *** with his countertopHe just needs to call me personally. I prefer that they call me to resolve thisI 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 nowI hope I am wrong but judging by the tone of their responses they have no intention of making this right
Regards,
*** ***
Ms***,
*** starts her rebuttal stating that she and her husband contacted *** and *** with no responseOur files are full of correspondences back and forth with these homeownersBecause she called repeatedly each day I’m am sure that there were calls that weren’t returned immediatelyHowever; I actually met with her husband, ***, in my office during the construction process.( Pacific Sun has written documentation of the date of this meeting) We discussed the fact that because *** changed just about every aspect of the original design and contract we would most certainly need much more time to execute the constant modifications, agree on prices, order materials, and schedule crewsHe understood
Her constant changes in design and materials caused the delaysAgain, we will easily document thisHer accusation that all my employees were at my house doesn’t even merit a response, it actually only shows a glimpse of how she typically reacts when she doesn’t get her way
The drip system, the plants, and BBQ we addressed in the first response
We don’t coerce our clients to sign completion certificates, and threaten lawsuitWe have been in business for over years under a single licenseWe have had our share of challenges through all of those decades, completing over projects, and this client, along with one of her neighbors, were easily in the top 1% of demanding and unrealistic
Respectfully,
*** ***
***
Pacific Sun Pool 'N Spa
*** *** ***
*** *** ** ***
Phone *** *** ***
fax *** *** ***
***
We had contracted PACSUN to build our backyard from scratchThe entire process
was a nightmare from start to finishThere 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, etcWe can easily provide documentation showing that we addressed all of ***’s complaintsAll of his plants have drips nowShortly after completion, *** called and said that some of his plants had died, we replaced them and also inspected and repaired all of his irrigationThere 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 installedI personally went out and looked at the Paver issue with ***We ended up replacing all of the pavers with the circles on them*** was satisfiedThe spillways were in a radius spa dam wall, ***, of course, complained immediately and we promptly redid the spillwaysSo all of those issues above were clearly just meant as prerequisite to ***’s biggest issue, and are not, in fact, remaining issuesThere is one particular issue that I am complaining aboutThey built our BBQ IslandThey pushed us to use a color washed concrete top instead of graniteWe recommended acid stained concrete, not “pushed”Outdoor granite tops scale and fade very quicklyI expressed my concerns about the longevity of the topThey guaranteed this would be much better than granite because it held up betterMonth after it was installed many cracks and color fading appearedI put numerous calls into them asking them to fix itThey attempted to fix it once but said this all they could doThey made it look worseThey state that it is just the nature of the product and there is nothing they can doThis was even after I expressed my concern many times and was promised it would look greatI gave up for a while because nobody would return my callI 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 itThis is the last straw for meWe have had so many issues with this companyother people in my Cul De Sac used them and they all had similar issuesThey need to stand by the products they build!!! I personally went out to meet *** regarding his BBQ top concernsI explained that hairline cracking is a physical property of concreteWe could put score lines, or control joints in our countertops, but customers usually like the easy to clean, user friendly tops
*** fails to mention that he has been having us service his pool since it’s been filled with waterWe have taken many photos of the progression of the BBQ, along with all the things that they place on top of the counterIt has been through a lotThey have already had work done to it by others, which we certainly can’t take responsibility forI responded to ***’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 yetObviously he decided to go this route instead*** is a cowardHe left a horrible *** review naming everyone in the company by name, but keeps his identity anonymousHe has cussed out multiple people in our office over the phone, and would make calls to our designer, *** (*** was a neighbor of his before he moved into this house where we performed the work) sometimes 6-times in a row, with wild unrealistic complaints, day after day after dayThere are two sides to every dispute*** 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 usWe gave him $1,in light upgrades and we ordered not to tell his neighborsWe have multiple clients who are completely satisfied that live in the Del Sur neighborhoodIn conclusion, we might still be willing to help *** with his countertopHe just needs to call me personally
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 ***
In response to Mr***’s most recent letter, we too have documentation showing that they did not respond to my inquiriesI 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***’s home renovationsThis entire project was a classic bait-and-switchWe were given drawings that we approved but the installed products did not align with those plansThe 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 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,
*** ***
Christine
s her concernsAll of the irrigation was, in fact, working correctlySome of the individual emitters were not adjusted correctly; the ground cover was suffering accordinglyThe time clock was not adjusted or set according to the plant material requirement***, 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">*** September 14, Revdex.com
RE: Complaint ID# ***
Dear Ms***,
I am writing to respond to the complaint by *** ***
Mrs*** asserts that she has several trees that have died under her month warrantyThe plant material comes with a day warranty, and it is based on proper maintenanceMrs*** 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 dyingWe sent our supervisor, ***, out to a
The drip irrigation system needs maintenance, such as unclogging and adjustment of individual emitters, adjusting the timer that controls the irrigation, addition of mulch, weed and pest control, etcWhen we finished the project Mrs*** was supposed to either perform these tasks, or hire a competent professional maintenance company
Mrs*** also states in her claim that her BBQ top is damaged and has a spatula mark on itThe 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 ***’sWe have a signed completion certificate, and photographs of the completed BBQIf 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*** has been extremely demanding and unreasonable from the beginning of this projectShe changed the scope of the work in her contract (in writing) times, and at least 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 timeShe has verbally abused and attacked almost every one of our employees, as well as our designer, ***, and myselfShe has made good on her threats to try and smear the year old great reputation that we have worked so hard to earn, through yelp, and other social mediaPacific Sun has a customer reference list with hundreds of satisfied customersThere was just no making this spoiled client happyShe has behaved the same way with company that built her home, and others that we are aware ofIf any other contractors are called out to provide estimates for work at her house we would urge all of them to declineIt isn’t worth it
Attached are some of the beautiful pics of her project before she abused and neglected her projectPacific Sun considers this project complete, and this matter closed
*** ***
Pacific Sun Aquatech