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:23/12/2022

  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.

  I bought a modular home from ******* Homes that closed in May 17, 2022. I was mislead to the completed product. Once a buyer signs the contract the buyer is committed to pay in full and repairs are said to be completed in a "timely manner". I have over 40 issues with the home listed and with pictures. It is December, 8 months and issues remain.
  I attempted several times to contact Kent homes with concerns of the quality of work, products and costumer care which were ignored by ****** ******** - Director o* ***. Mr******** was cc'ed on major concerns and pictures of the issues. I wrote a formal letter to Kent homes July 14, 2022 and asked for a reply - no reply to any of the concern I addressed. Finally on November 2, 2022 I received a brief phone call, where the reply was he supported ******* Homes and they are the ones to address all the issues. I asked who addresses my concerns if not satisfied, and reminded him of the letter stating " Kent Homes is a proud member of the **** ****** committed to uncompromising quality and customer service" he admitted he did not look at the list with over 40 issues listed and no customer service/care is given. I felt that Kent Homes is responsible for their product and answering question. I asked him to respond to; The misleading info for the down stair, the deck and the 40 issues of work quality and products - i asked if that was normal for their homes. I asked about the bowed wall and asked several times what the issue was and how they were going to fix it... no reply from either company. no response to any of these questions or concerns. Yesterday received this/no phone call as promised " A deficiency list is not intended to grow after a customer moves in, Then a 1 year walkthrough is performed to evaluate any items that have not performed as per AHW guidelines". Kents website . Anyone who is looking to build a home where the quality is guaranteed. Not what I am experiencing.

  

  Business Response

  Date: 09/01/2023

  Our response is as follows:

  
  Kent Homes sells their homes through a network of
  independent retailers located throughout New-Brunswick, PEI, Nova-Scotia, and
  Ontario. Our contract to sell homes is with the retailer who then sells the
  home to an end customer.

  
  In finishing our homes there are many portions of the scope
  of work that are to be finished by a general contractor. The retailer acts as
  general contractor and is responsible for the home installation and final
  finish as per their contract with the end customer. Kent Homes does not have a
  customer relationship with ******* **********.

  
  In reviewing our contract with ******* Homes, we have
  fulfilled all obligations to our retailer for this home. Over the course of the
  retailers build there were some factory warranty issues reported by Citadel
  Homes which we’ve acknowledged, and since addressed or are scheduled to be
  complete as soon as possible.

  
  As mentioned above, Kent Homes does not have any direct
  obligations to the customer, however we’ve maintained close contact with our
  retailer to ensure they have all material and resources required to satisfy their
  obligation with their customer.

   

  Sincere regards,

  ****** ********

  Customer Answer

  Date: 10/01/2023

   I am rejecting this response because: Once again Kent Homes as not responded to any of my concerns of quality work and/or products. Mr. ******** states that Kent as fulfilled their part but there are several issues to be completed by Kent from May 2022 that have not been completed. The reason for contact Kent home was for the sufficient number of issues with quality work and products I felt was or should be a concern for Kent where it is their product. 

  I asked that they respond to a letter that i sent which they have not after several attempts. I would like a response to the letter attached from Kent, where no satisfaction was given by ******* homes and the poor quality work. 

  I have also attached some pictures of the work, I have many, but attached what i could.

   

  If Kent is not responsible for the overall quality of work and products - Kent homes, who should a customer go to. The Home warranty is what they will tell you but this does not address the many problems with the process, poor quality of work and products they use. Kent should be accountable for their overall product and customer care. I ask a response to both the letter and overall product purchased through Citidal Homes, which is Kent homes product.

  Regards

  *******