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:16/12/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  We purchased a modular home from Best Buy Homes in *******. It was delivered to us on November 8, 2021 and we took possession on December 1, 2021. As part of the contract Best Buy was to look after ensuring that any deficiencies within the first year were corrected. We have a written document saying that the soffit and fascia were to be black, when the house was delivered, they were both white. We had been trying to get Best Buy to correct this so that we could install black gutters. They finally painted the fascia in November of this year but after numerous requests to have the soffit replaced it is still white. When we brought this up, *********************** from Best Buy responded "** **** ** ********* ** ******** ***** *** **** **** **** **". We cannot get anyone from Best Buy to contact us to resolve this. We also have numerous deficiencies that need to be corrected and again we cannot get anyone to contact us. I have a long email trail that shows we have reached out on numerous occasions. On December 1st I emailed once again and received a reply that someone would phone me the next day, December 2nd. I did not get a reply so emailed back again the following Thursday and once again did not hear anything. I received another email saying they would call on December 12th, we are still waiting.

  Business Response

  Date: 03/01/2023

  The client had written black on this decor work sheet at the time they were picking out their colours, but unfortunatly when the build sheet came in, and the final sign-off was done by the customer they failed to notice the black fascia and soffit was missing. When the customer does the final sign off on the build sheet, it is their responsibility to note any deficiences in the order, and the sign-off is them legally accepting the home as ordered on the build sheet.

  As a courtesy, we did pay to have their fasica painted black, but unfortunately that is much as we are willing to do.

  The deficiences in their home have been submitted to the Manufacturer (******************* in *********) and the manufacturer will be in contact with them to arrange a service visit when they are in that area to remedy them.Tell us why here...

  Customer Answer

  Date: 04/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: Nowhere in the final sign off (attached) that Best Buy is referring to in their reply does it mention anything about soffit or fascia at all. We entered into this contract based on the information that we had been provided with the expectation that Best Buy would provide us with what we had requested and they had noted in the Decor work sheet that their employee had completed, not us as noted in the reply from Best Buy. Ultimately if their employee is incompetent, this should not  be our issue. They need to either replace the soffit to black to our satisfaction or provide financial compensation  for what it will cost me to hire a contractor to correct their mistake.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/01/2023

  It's been explained to me that the standard features for the home, as written on the standard specification sheet specify white soffit and fascia. Therefore the black soffit and fascia, which is an option, would need to be specifically mentioned on signed off build sheet.

  Customer Answer

  Date: 15/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: We paid Best Buy Housing to submit our plans to ******** Homes. Best Buy had our colour choices and their employee did not submit this to ******** therefore we feel that they should be responsible for this error. We paid for a service and since this is what they do, they should have ensured that our colour choices were submitted accurately. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 18/01/2023

  While I can understand that a mistake was made, a home is a very complex thing to order as there are so many options and colour choices. We are certainly not perfect at submitting orders and that is the reason it is the homeonwer's responsibility to sign off on the final order before the home goes into production. That sign off means the homeowner is accepting the home based on the information on the order sheet.

  Customer Answer

  Date: 22/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: We also understand that a home is a complex thing that is why we paid Best Buy Homes for their expertise.There is nothing on the final sign off sheet that mentions soffit, had there been we would have noticed that the colour was incorrect. How were we to know that the order was not put in correctly?
  Had you been up front and said that just because we have your information, we probably will s**** up your order and when we do, we will not accept responsibility we would have taken our business to ***** Homes. I have yet to talk to anyone that has anything positive to say about Best Buy Homes.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 30/01/2023

  I have discussed this matter with the team here and, while we don't feel we have any legal or moral obligation in this matter, as a goodwill gesture, we will agree to pay $1,650.00 to help with the cost of changing the soffit.

  Customer Answer

  Date: 07/03/2023

  Hello,
  
  I have not heard anything from Best Buy since we accepted their miserable offer. They have not sent the payment as offered. Will you contact them or do I need to?
  
  Please let me know how to proceed.
  
  *******************

  Business Response

  Date: 08/03/2023

  I was not aware of the offer was accepted, but if that is the case, I will have the service department send out a release form and get that process started.

  Customer Answer

  Date: 09/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. We will regrettably accept the offer as we are tired of dealing with this issue which has now gone on for over 15 months. We still firmly believe that this error falls solely on Best Buy Homes and they should accept full responsibility. The amount they are offering will not even cover 1/3 of the cost to replace the soffit so we end up once again paying more than what we were told would be the top end of the estimate when we sat down with **** and ****** 2 years ago. We most definitely will not recommend Best Buy Homes as we feel the lack of professionalism has made our whole experience a negative one.
  
  Sincerely,
  
  *** and *********************