Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Kenneth Pacheco General Carpentry **** , located at ***************************************** regarding substandard work performed at my property located at *************************************On 05/2023 I purchased the new construction home and entered into a contract with Kenneth Pacheco General Carpentry as the contractor who built my home.The contractors failure to properly repair the foundation crack constitutes a breach of contract and a violation of consumer protection laws. This issue is causing ongoing damage to my property as well as personal property and diminishing its value.(had to get rid of living room sectional and a whole queen bed room set due to the leaking)I am seeking your assistance in resolving this matter. I request that your office investigate this complaint and take appropriate action to ensure that Kenneth Pacheco General Carpentry **** reimburses me for all damaged goods as well as repairs as a result of their negligence.Thank you for your attention to this matter. I look forward to your prompt response and resolution of this ************/video evidence available upon request Sincerely, ***** *******

  

  Business Response

  Date: 07/23/2025

  On 02/07/2023 The above mentioned new construction property was issued a Certificate of Occupancy (attached) which indicates that all inspections were performed and passed without issue

  On 05/15/2023 The home was purchased and the buyers were provided with the Home Warranty (attached)

  The Home Warranty covers (1) year from the date of Certificate of Occupancy for any workmanship errors.

  The home warranty stipulates that any changes to grade by others will not be warrantied.

  In May of 2024, we were contacted regarding a leak in the basement.  We sent a ******* out to the property to perform a repair.  Our ******* noted that the homeowner had a patio installed and that the grade was now elevated abutting the back entrance door.  

  Attached is a "before" photo showing the property as it was purchased (without the patio and with the grade below the door threshold).  Also there are two photos showing the property after the patio was installed.  As is clearly shown, the patio is now level with the door threshold making it impossible for rain water to go anywhere but inside. We cannot be responsible for work completed by others.  There was an attempt to explain this to the homeowner to no avail.

  Somewhere around the end of June of this year the homeowner contacted our office regarding the same issue and was verbally abusive to our office assistant calling her horrific names. Very unprofessional.

  Two weeks later, on 07/17/2025 the homeowner stormed into our office with her young son in tow.  We made an attempt to explain to her the issue of the re-grading but she refused to listen and once again verbally abused our staff.  She was asked to leave the premises but continued on to the point where we were ready to contact the police.

  We have been in business for over 30 years and are a very reputable company.  Even though the warranty time is past we would have normally been happy to assist this homeowner.  Unfortunately due to her behavior we do not believe we would be able to maintain a healthy business relationship and we know longer wish to subject our staff to her vulgar language.

  Customer Answer

  Date: 07/24/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  In his response he had valid points. In May 2024 the ******* came out to perform a repair as stated. He found on the outside of basement door area where the dirt met the house(which was above the vinyl siding of the house) The ******* dug out a substantial amount of dirt as you will find outlined in the attached photo and since then I have not had any basement leaks from that area of the basement. The first photo with the red line will show you how high up the dirt was on my vinyl siding causing it to leak

  Starting May ******* a crack in the foundation that was not sealed properly prior to me purchasing the house back in 2023 (I did not know the crack was not sealed properly prior to me buying/moving into the house) when it began to leak on the night of May 22, 2025 it was leaking from the crack as well as one of the windows down in the basement (find video attached) at that point I had reached out to Kenneth Pacheco General Carpentry **** via phone with no answer due to it being after hours so I left a voicemail in hopes they would return my call as soon as they opened the next day but, that was not the case. I had then called again the next morning letting the receptionist know why I was calling and that I left a voicemail the night before but did not receive a call back and that this was an important matter in which needed attention asap.I had let the receptionist know that the crack that is leaking is one in which they sealed from just the inside not the outside as well and the sealant ripped and is leaking heavily, her response was okay I will let him know.And made sure that they knew it wasn't the leak I had brought to their attention prior to this date( in which they are referring to the basement leaking due to the change of grade in the back yard because I had a patio installed) Just with her response alone I knew I would not be getting a call back. On July 2nd the basement was leaking again With no response back I had called on July 2nd @ 1:50PM again letting the receptionist know I need a call back from *** Pacheco. Again no returned call so I called again July 3rd @ 9:40AM, in which we had a brief discussion about the crack and window leaking that it needs to be addressed she again said she would relay the message and once again I received no call back.

  On July 14th I had reached out to my realtor that helped me with the purchase of ************** asking for guidance. It was at that time we reached out to an attorney who advised that there are two liabilities for the contractor/builder/seller. First the warranty that was mentioned in their response and second is the implied warranty imposed by Mass law which lasts for three years as to latent defects such as leaky basements. So at this point it is now 07/16/2025 approx 1:20PM I went to the establishment located at ************************************************************************. When I arrived I asked if *** Pacheco was available she said yes asked who it was looking to speak with him I told her ***** Owner of ************** because I received no call back about the basement leak. Kenneth Pacheco came out from his office and asked what he could help with. I told him I'm here in regards to my basement leaking and I've called 3 times with no return call back. He replied with yeah I am not fixing your basement you changed the grade of the yard by adding the patio. I tried to explain to him that the leak has nothing at all to do with the grade of the yard it is on the side of the house coming from a crack that was improperly sealed by his company. I tried showing him photos and videos in which he told me he did not want to see and for me to get the **** out of his building getting in my face at that time yelling. His secretary had then mentioned she will call the police in which I told her to do so this way the police could see how ***** had gotten in my face and bumped me toward the door with his arm. They then refused to call the police and I ended up walking away and started contacting the appropriate people I needed to contact due to him refusing to fix his companies mistake. Also want it to be known I had to throw numerous items away 

  Please let me know if there are any other photos etc needed.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 07/30/2025

  We will once again have to refer to our Home Warranty provided at the closing, and again respectfully decline to continue a business relationship due to the volatile behavior of this customer.  

  Customer Answer

  Date: 08/01/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I'm sorry that you feel my multiple attempts at trying to communicate in order to rectify the substantial leak in my basement at *********************************** are volatile. You were the contracted builder for the residence and the initial repair of the crack is failing as evident in my photos submitted in my last reply that is continuing to leak. If a professional and prompt response was given the issue would have been addressed correctly, instead Kenneth Pacheco felt it was necessary to ignore my multiple attempts at reaching out via phone as well as leaving voice mails. End result I would like is my basement fixed properly to avoid future damage to my personal property as well as the house itself. I also want it to be known that going the legal route will result in Kenneth Pacheco having to pay f or the contractor to fix the basement correctly as well as any legal fees as well as compensation for damaged personal property and missed time out of work. Lastly to be reimbursed for the humidifiers purchased to keep as much moisture out as possible even though the basement continues to leak.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****