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Business Profile

Construction Services

Brauer Homes

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:31/01/2025

    Type:Service or Repair 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.
    In August 2024 Brauer homes came to do warranty work for my home as per a Tarion Warrenty form. The issue was my floor visibly sagged in one area. A worker ripped up the flooring and found a lose nail under the floor boards which had caused many of the flooring boards to break. He did not have the flooring to match however replaced it with 2 boards that were in worse shape than the previous flooring. The strip between the laminate flooring and the tile flooring (transition strip) was also broken and left not attached to the floor at all. The flooring lifts up and sags under your footing when you walk across it. Brauer Homes refuses to fix the major damage they did to my floor. They have ceased all communication with me. I have previous had to put a complaint in with the **** due to sexual harassment and unprofessional conduct. Brauer was willing to fix my floor issue previous to my complaint. I have more photos as well as video to show how bad my flooring is- however was not able to attach. Tarion will not cover this.

    Business Response

    Date: 25/02/2025

    Dear *******,

    We have thoroughly reviewed your recent BBB complaint and the circumstances surrounding your flooring warranty issue. Our response is grounded in a detailed and honest assessment of the situation, as well as a strong commitment to the integrity of our business practices.

    First and foremost, its important to clarify that your boyfriends involvement in this matter has significantly contributed to creating an environment where our seasoned tradespeople have refused to return for further warranty work. We understand that you are dissatisfied with the results of the initial repair, but the toxic atmosphere generated by your boyfriends actionscoupled with his unfounded negative reviewhas deeply impacted our ability to resolve this matter effectively.

    We find it especially concerning that he, not being the client, would take to publicly criticizing the work, despite his questionable qualifications to assess the situation. His actions only serve to undermine the professional relationship and hinder any potential for resolution. Moreover, your subsequent offer to remove the review contingent on us fixing your floor further raises doubts about the genuine nature of the complaint, especially considering that our team has consistently acted in accordance with the agreed-upon warranty guidelines.

    In addition, we would like to reiterate that none of the inappropriate messages or behavior you mentioned were sent by myself or any of our current team members. We take these accusations seriously, but they are unfounded and have no bearing on the quality of service weve provided.

    Regarding the floor repair itself, the work was completed in accordance with the warranty terms. While we understand that you were not fully satisfied with the outcome, its worth noting that our team did make efforts to rectify the issue with the resources available at the time. Unfortunately, your expectation of perfect matches in flooring, given the circumstances, was not feasible.

    As a 34-year-old, highly reputable building company, we are not surprised by the review that has been posted. However, we want to reassure you that we are committed to working through ****** to resolve this issue professionally and equitably. We have made them aware of the environment that has been created and are actively seeking a solution in collaboration with their guidance.

    We remain open to addressing your concerns through the appropriate channels and are committed to maintaining the highest standards of professionalism, despite the challenges created by this situation.

    Kind  regards,

    ***** Brauer

    Customer Answer

    Date: 28/02/2025

    Complaint: 22885146

    I am rejecting this response because:

    It does not fix my flooring. The resources available were only what was on hand here at the house and nothing was supplied to rectify the issue. I am aware you told **** to not rip up the flooring. He would of never found the lose nail.

    **** came here many times and enjoyed coffees with us as well as I made him lunch on multiple occasions. It was far from a toxic atmosphere.

    If you choose to talk negatively about me to your other trades- that is on you but not their ACTUAL experience.

    Your toxic accusations are based on Garys negative attitude. Not everyone gets along in life and unfortunately **** and my partner did not get along.

    Falsely calling the police - claiming it was a welfare check on me- yet not answering the phone when I call or asking your assistant to find out if I am okay proves otherwise. 

    At the end of the day- what is morally right is having my floor back to the way it was at least before **** ripped it up and replaced it with broken pieces. My one year old pulls at the transition strip that is only half connected to my front entrance. Ive since had to tape it down due to him hurting himself as it flings back quite abruptly.

     

    I am not going to get into a big dialogue with you because this is about my floor being fixed. 


    I never once received an apology for phoning the *** while I was 6 months pregnant, returned home to find them at my door. They told me if you are going to be like this- perhaps I should do the work myself. Extremely unfair.
    You also have an open file with HCRA.


    Sincerely,

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

    Customer Answer

    Date: 12/03/2025

    They have come and it looks like they might fix the flooring. Thank you.

    Business Response

    Date: 13/03/2025

    On Monday, three representatives from Brauer Homes attended the property to review and address the concerns raised. During the visit, the warranty items were thoroughly discussed, and an action plan was developed and agreed upon by both parties.

    We are committed to completing all agreed-upon items within the next month. Once these items are completed, we will consider the matter resolved and closed.

    Customer Answer

    Date: 13/03/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Thank you very much. BBB You can close this report.

    Sincerely,

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

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