Complaints

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• Initial Complaint

  Date:12/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  (see attached document) I am filing a complaint against Pacifica Tiny Homes and REMOVEDConstruction & Remodels (CSLB No.: 1039229) for defective workmanship and unprofessional business conduct.

  Business Response

  Date: 12/29/2023

  Ms. REMOVEDreached out to us on 9/27/23 regarding her flooring. A scheduled work order was then made to have the flooring looked at and corrected. It was then concluded by our team that the flooring was a result of warping because of direct sunlight. When we installed the flooring, we covered the windows to protect the flooring, as advised by the manufacturer.
  
  We attempted to send a representative from the manufacturing company to Ms. REMOVED’s home to inspect her flooring. Unfortunately, due to scheduling conflicts, a representative was unable to make the trip. 
  
  On 11/28/23, we requested from Ms. REMOVEDa video and/or pictures of the issue she has with her flooring to reexamine the problem. Ms. REMOVEDsubmitted pictures of a level on her flooring to demonstrate that the flooring was uneven. Because the tiny home is on wheels and is over dirt and not a concrete foundation, as mentioned during the process of her build, a preparation sheet was provided to her, we advise that the tiny home (floor) will become unleveled over time because it is not on a concrete pad. It is unclear with the pictures she provided if the tiny home, in general, became unleveled as there are no pictures of the rest of the home to substantiate that it is only the flooring her grievance is regarding. 
  
  The videos submitted do not demonstrate an actual issue with the flooring, rather than just showing the flooring and cosmetic issues. As a reminder we are a tiny home/RV manufacturer and dealership; the tiny homes are on wheels and it will not be 100% leveled once it is installed. Again, with conditions of the ground, weather, etc. the tiny home eventually will become unleveled. In addition, we sent technicians to Ms. REMOVED’s home on several occasions during the same time frame to address other issues. 
  
  We have gone several times to address every concern Ms. REMOVEDpresented to our company. The only thing that was never satisfactory to her was the flooring. Our final attempt to correct the flooring was sending a licensed contractor as Ms. REMOVEDdid not want our technicians to do the job. Our CEO also was involved insomuch as to offer Ms. REMOVEDhis attendance to ensure the job was done properly to resolve her claim. 
  
  Ms. REMOVEDthen asked for the license of the contractor which we can only assume to make other claims towards us and now the contractor. She retorted in an email that she had worked in construction herself and was able to obtain information (unnecessary) about the contractor.  Ms. REMOVEDthen canceled the scheduled floor replacement because she felt she had to obtain yet another 3rd party contractor. 
  
  At this time the contractor we hired was ready to attend the scheduled date. The CEO attempted to call Ms. REMOVEDto resolve her concerns and get the flooring replaced. With no answer, the CEO sent her a text. It appears that by Ms. REMOVEDcanceling the scheduled floor replacement, what she wanted and sought out was to find a 3rd party contractor to validate her claims. 

  Customer Answer

  Date: 12/29/2023

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because:

  I do not accept the response from Pacifica Tiny Homes, as the
  information presented is not accurate and is not supported by facts.
  As my initial complaint states:
  

  - I raised the issue of the floor and provided photographs on 09/21/2023 (see email on page 5 of 34 – typo states 09/21/2022 in the summary), five days after the home was delivered. I have witnesses to the state of the flooring on the date of delivery.  Hypothetically, if it were warping caused by sunlight, then that would mean the sunlight reached under the kitchen cabinet, and warped the flooring in 5 days, but just in the kitchen area, not in the living room where it was exposed to the same sunlight. Hypothetically, if the sun light would cause warping in 5 days, then they have installed a very poor quality flooring or defective flooring; however, I have been told by two different contractors that the floor was installed incorrectly and not on a level sub floor.
  

  - It was not concluded by the team that the floor was warped by the sun, it was concluded by Mr. REMOVED, who was not present, and then relayed to me in a phone conversation with Ms. REMOVEDon 09/27/2023.
  

  - There were no known scheduling conflicts with a representative from the flooring manufacturing company.To my knowledge, there was no follow-through to have the floor inspected by a representative.This is documented by emails and texts starting on page 18 of my complaint.
  

  - My home is not on dirt. It is on a solid foundation consisting of a blue shale/concrete mix, as depicted in the attached picture. Again, the home was delivered with a defective/poorly installed floor and was documented and communicated 5 days after delivery.
  

  - The issues with the floor are not cosmetic, the issues are structural. The floor is not level, and the vinyl planks were not installed correctly (based on what I have been told to date). These issues are documented throughout my complaint.
  

  - The license contractor that the company offered to send was Mr. REMOVEDbrother, and after Mr. REMOVEDmade the determination without proper inspection that I was responsible for the condition of the floor, I was not comfortable with he or his brother addressing the issue, without the flooring being inspected by a flooring representative or professional flooring installer.
  

  - Mr. REMOVED/Pacifica Tiny Homes appears to like to make assumptions about my intentions.I wanted an independent licensed contractor/flooring professional because I am not confident with the quality of work that has been performed by Pacifica Tiny Homes.  In regard to his brother's contractor's license, Pacifica Tiny Homes provides the information on their website and implies that their homes are built by license contractors.
  

  - I repeatedly asked for a flooring representative and/or in independent contractor for the purpose of having a fair and impartial appraisal and for a qualified individual to make a determination as to the best way to remedy the situation without completely removing the flooring and potentially leaving me with a worse situation.
  

  Had Pacifica Tiny Homes allowed for a flooring
  representative to inspect the floor or an independent appraisal by a licensed
  contractor (not his brother), we would not be here today. 
  

  Aside from the fact that Mr. REMOVEDrescheduled a date to
  replace the floor without consulting with me (a date that I already had plans
  for), I gave plenty of notice (3 full business days) that I did not want Mr.
  REMOVEDand his brother coming to replace the floor without consulting with
  someone who specializes in flooring, as documented, and supported by an email
  sent on 12/13/2023 at 7:15 a.m.
  

  Had Mr. REMOVEDnot attacked me via text the morning of Saturday,
  12/16/2023 (see page 28 of 34 – typo states Saturday, 12/15/2023)  and had allowed for a flooring representative
  to inspect the floor or an independent appraisal by a licensed contractor (not
  his brother), we would not be here today. 
  

  Mr. REMOVEDunethical and hostile business conduct is
  reprehensible, and his allegations are unsubstantiated and not supported by
  facts, but easily disputed by facts as presented in my complaint.
  
  
  
  Sincerely,
  
  
  
  REMOVED