Complaints

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• Initial Complaint

  Date:04/04/2023

  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.

  I am submitting my concerns to the BBB concerning Citadel Homes (CH), after several attempts with no reply
  Purchased a new modular home from CH, closed in May 2022. Their policy is pay in full with guarantees of fixes in “a timely manner” It is almost a year, many items, concerns and unanswered questions remain. Several emails with pictures sent with no reply, or solutions offered.
  First, told by both former Project Coordinator and Administrative Assistant for CH with owner cc’ed that the first year I report all items to Citadel homes with pictures which was ****.
  “our process for Warranty for the first year is that you reach out to me with any issues, and I enter it through a portal with Kent. They require pictures of everything before they will send a replacement in most cases, I then upload the issue and pictures to them, they send replacements and we schedule repairs after we receive the item”. The new Project Coordinator of Citadel Homes Inc, gives a new approach in that items are not to be reported or completed till year end, they just consider the walk through and 30 days to report. I have attached the list as outlined. Approx. 10 months with outstanding issues. Sent several emails with pictures and concerns, no response or solutions from CH.
  major items: Air Ex not working/doors crooked/water spitting/walls/windows many more on list
  From ******** **** ******** (AHW) construction guidelines - sent both ***** and ****** pictures of the basement walls that are over an inch of the AHW construction guidelines of 3.1 wall framing/3.2 bowed walls. No reply. All concerns and pictures have been sent to CH and owner with no reply of the bowed wall or remaining concerns or any solution. Asked several times for a plan to schedule workers to fix the incomplete and poor-quality work – never received.
  I am at a loss how a company can ignore their customers and have so many concerns/issues with quality of work, products and no customer care with a brand-new home?

  

  Business Response

  Date: 06/04/2023

  The customer  in question has been producing multiple list of outstanding issues since taking possession of the house on May 17^th 2022.  Our process is clear, we prepare a New Home Evaluation prior to client taking possession with the home owner which all parties review and sign.  This was performed with home owner ( Ms. **********) and all items on the list were either completed, or approved by each independent parties.  For example, Atlantic Windows approved sending new adjusted screens for windows.  **** Homes approved to replace a stained kitchen sink and send their contractor to replace it.  No items on NHE have been disputed.

   

  Customer has since been producing lists over list of new issues mixed with issues that have already been approved and repaired, or are non warrantable.  She also produces list of items that were either denied by Citadel Homes or **** Homes with explanations.

   

  On September 9^th, 2022, Citadel Homes asked the client to contact ******** **** ******** in order to schedule a conciliation visit to produce 1 list of items that would be deemed warrantable to stop this never ending cycle.  The Director of Sales at **** Homes and the service manager at **** Homes also made the same recommendation to the client.  Our agreement of purchase and sales with this client clearly states that in the event of a dispute regarding any warrantable issues, this will be the approach taken.

   

  On September 9^th, 2022 at 6:47pm, the client clearly informed us in writing that she had no intention to go through t ******** **** ******** conciliation process and that she would make sure to make her best effort to try and damage our reputation.

   

  Regardless, every party has since continued to address the issues that were outstanding to get the list completed. As of today, only 1 item remains from that list, a small amount of stack stone needs to be delivered to the client who has asked that we only deliver it so that she can install it herself.  All work approved from the lists provided prior to that date was completed by Citadel Homes sub-contractors and customer signed off on work.  Citadel Homes will follow up with **** Homes to inquire and assure that work that was to be performed directly by **** Homes has been completed or is at least still scheduled by client. 

   

  Client has been difficult to work with and is more interested in a dispute than to look for actual resolutions.  We have had delays throughout Covid which made our turn around longer but we have also received grief from client for squeezing her in with too short of notice anytime we had other cancelations to try and get her outstanding items resolved.  We have also provided the client with apologies in writing and confirmed that we would not longer keep her on our list of urgent customer to squeeze in in the event on any cancellation.

   

  As of today, Citadel Homes will no longer answer lists of items that have clearly been addressed and or explained to client.  We will only address  any outstanding warrantable issues regarding warranty if the client agrees to invite ******** **** ******** for a conciliation so that one final list can be prepared and agreed upon.

   

  It is our intent to serve all of our customers the best we possibly can but it is impossible for us to keep up with the never ending lists that do not match and continuously bring back items that have been repaired or refused as per the warranty.

   

  Our expectation is that the clarity of this email will close this matter,

   

  Thank you very much for your quick assistance in providing the images and list and we are confident that our emails have addressed all issues and concerns to satisfy this inquiry.

   

  Please feel free to reach out to me at your convenience should you require any more information.  I will be out of the country as of tomorrow moring for a week but will be happy to assist with any questions upon my return.

   

   

   

  Regards,

  ****

  Customer Answer

  Date: 06/04/2023

   I have been sending lists of poor quality work/issues with
  pictures following the practice outlined by Citadel homes (CH) for the one year
  warranty. I did contact ******** **** ********, following an email sent, hoping
  CH would take responsibility and fix the poor quality work, which they did not.
  AHW was contacted Tuesday October 4/2023. Their response “The closing
  list is a matter of contract between you and the builder and does not include
  ******** **** ********.   Also, we advise homeowners to wait until
  nearer the end of the first year of warranty (in your case it would be May 17,
  2023).   This is typically when the builders go back and do all the
  year end deficiency work at once.   Of course, if you have leaks or
  electrical issues that were discovered after you moved in that that would be
  escalated”.
  
  I was asked to meet with a reporter to discuss the story
  with others, but did decline the offer in hopes of working this out with CH,
  which **** is referring to damage their reputation. I emailed the owner directly
  at the end of March - asking that we work this out together, no reply. I am not
  making up deficiency, pictures are always included, I am totally frustrated
  that a new home has so many issues and the company ignores their costumers. Eric
  sites difficult to work with – I am and always have been open to solutions,
  never provided! Persistent, yes because I paid for a home that has many issues
  and CH wants to just ignore them. The basement walkout wall is over an inch out
  of line with the house alone with other walls – pictures sent to CH and their
  New site manger witnessed the walls and post out of line. CH removes all the
  negative comments from their website which demonstrates their honesty for true
  feedback.
  
  The initial list is not completed, nor have I received an full
  explanations of denied items that were included on the list. For example: I asked
  several times why the basement and upstairs walk are bowed, never answered and
  still the wall is not straight, main doors both up and downstairs alone with a
  bedroom door are crooked – no explanation given. Pictures sent, again this was
  what I was asked to do for the first year. Other items Air Exchanger still not
  working, yes they came to fix a few times, but with in the weeks not working
  again and currently not working for weeks, water spitting and randomly pure
  cold water hits when running hot, the sink not replaced by **** ect…
  
  I certainly don’t feel these items have been address. The
  few that have are not included on the list submitted for example – the poor
  built deck and rails. I replaced the deck at my cost – the deck was not safe
  and stairs in the wrong direction. CH said it was a design I signed off on so I
  replaced the shaky rail at me cost.
  
  CH states they will no longer answer list items, I don’t feel
  they have done this completely in the past. All items sent on the list included
  pictures, one may question why are there so many quality issues for a brand new
  home. I have been clearly told by **** and AHW that it is CH who are
  responsible for the first year of quality work and product items, CH in a
  binder given, states the same and told by CH at closing I was to send any and
  all issues/concerns to them with pictures for the first year – which I have
  with little satisfaction or in many cases no fixes. A broken Air Exchanger is a
  concern – never received any thing in writing to say it was denied nor has it
  been fixed?  
  
  I am and have always been open and hoping that Citadel Homes
  would take responsibility for the many areas of concerns and issues. I would
  like to receive a written response to the items I have submitted that **** said
  were denied. I will include the list below. Also would like in writing a plan
  forward to address the issues. Like **** I would like nothing more then to
  close the matter, I am only asking for the problems to be fixed – not sure what
  would be done for a wall that leans out over an inch, walls that are bowed, and
  crooked doors but certainly willing to work together to figure it out.
  
  
  At the request of the Project Coordinator -Citadel Homes Inc
  to send a list the following was sent
  
  Caulking around crown
  moulding in upstairs and several paint issues – **** and I agreed all
  paint and caulking would be completed at year end. There are several
  areas.
  Basement wall to left of
  stairs is wavy – Outstanding (Citadel)
  Adjust entry closet door –
  Completed on August 30/31 work order – door is still not fixed due to
  crooked wall – crooked door still to date (March 10/23)
  Curve in upstairs hallway
  wall- lines up with basement wall that is bowed – reported in the NHE. Note:
  I asked several times why the basement and hallway were crooked/bowed – no
  response. Sent pictures of floor jacks that are crooked and not in line
  with the other post. Thus, this problem was reported in the NHE – but
  never fixed completely
  Molding and trim not
  replaced after attempting to fix the bowed wall. Mounding still waiting
  to be replaced; over a month waiting – wall still not straight
  Low water pressure in
  kitchen – still a problem. Water spitting when running – reported not fixed
  Stone siding for under
  deck – On order and following up with an ETA
  Stained kitchen sink -Kent
  is sending someone to replace - not completed
  Windows – AW working on it
  – still not fixed March 28/23
  No cover on the door bell
  that was attached but not covered
  Reported within the 30 days
  Bubble in kitchen flooring
  Front door -not closing
  properly – still an issue. Weather stripping coming off the bottom of the
  door – fixed March 10 – door still not straight. Found cardboard in door hinge.
  Air exchanger – not
  working reported within the week of moving in. Did fix but did not last.
  Currently not working once again. Feb 21/23/Feb 28 – not working, sent
  email on Monday. Fixed March 8/23. Not working again reported march 23/23
  Several issues with paint
  and Caulking
  Other items reported and
  completed by CH – please see original discrepancies list ****
  compiled.  
  Drywall issues in the
  basement
  
  After the 30 days
  Back bedroom – door is not
  straight/window moulding damage. Pictures sent. Under the trim not painted
  or sealed the full length of the window.
  Front bedroom door – hitch
  caused gouge in door
  Unfinished basement set up
  – questions and issues of placement and uncomplete hook ups/drywall issues
  not completed. ***** Feb 23 viewed and contractors explained. Understood
  and saw the issues.
  Wall jacks as stated
  above– reported in the NHE as bowed walls
  All 4 Outside lights
  corroding – sent oct 6 2022/CH agreed to install and pay for two, but said
  **** would not do the same so I was asked to pay for two of them. CH agreed
  to install  
  Plumping questions for under the kitchen sink
  Basement front wall over the
  ¾ inch outward as stated by construction guidelines AHW. Pictures sent.
  ***** Feb 23 viewed the opening.
  Corner wall in walk out
  over the AHW measurements – new March 28, 2023. Pictures attached
  Last bedroom – door handle
  crooked. 
  Main door – Thom fixed
  (March 10/23) the best he could but the door remains crooked
  What counts for rough in
  to set up a bathroom and laundry?  No
  reply to date
  ***** Basement patio door
  not straight – sent an email March 21, 2023 to ******/***** with pictures.
  No reply
  *** Please noticed plan
  for the kitchen with no cupboards over stove – ordered stack vent to fit
  by plan, approved/ordered by Brick, Citadel agreed to install. House come
  with cupboards over, which was no longer possible.