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:30/11/2024

  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.

  I completed the purchase of a new build condo from EQ homes on July 22, 2022. Three weeks after taking position, I wrote to EQs Warranty Advisor informing her that one of the windows does not open. The warranty advisor added the window to the list of issues to be addressed. On January 31, 2023, the EQ Warranty Advisor informed me that the windows were a common element and hence warranty service would have to be pursued by the *****************. Unknown to me, but well known to EQ, the two year period set by the *************************** to identify common element defects had expired before I had even taken possession. During this two year period, ** owned my unit and knew or should have known that the window was inoperable. Despite this, ** took no action to bring this defect to the attention of the *****************. The ***************** is struggling to reach an agreement with ** on a long list of warranty issues. Meanwhile, the window, the only opener in the living room, remains imoveable.

  

  Business Response

  Date: 03/12/2024

  This letter is in response to BBB Complaint ID ********. 
  
  Our records indicate the date of possession of unit 902 was July 25, 2022.  The issue which is being brought to eQ Homes attention was received by our ************* Team and as the assessment was determined to be humidity no further follow up was conducted.  The unit owner was advised this was a common element item and should be reported to the ***************** as they are the owners of the windows.
  
  At the time of the Pre Delivery Inspection  (PDI) the only items noted were with respect to windows were:
  1)            Master bedroom missing window screen
  2)            2nd bedroom window crack and screen missing
  3)            Living room screen not fitting properly right hand top side
  
  The *************************** 30 day form was submitted to eQ Homes on September 5, 2022. The same items involving windows were noted, as noted on the Pre Delivery Inspection (above). 
  
  The *************************** year end form was not submitted and therefore no window issues reported. The *************************** 2nd year form was also not submitted and therefore no window issues reported.
  
  There are no window issues reported from the ***************** or the Property Manager with reference to the window not opening on the technical audit/performance audit.
  The ***************** conducts unit surveys in preparation of completing a technical audit/Performance audit of the common elements, which is item is considered as described in the declaration and description.
  
  The unit owners had not taken possession of their unit prior to the 1st year technical audit/Performance audit and therefore had not reported it to their *********** or Property Manager.
  
  At the time of the 2nd year technical audit/performance audit the unit owners had completed the unit survey (April 22, 2023).  There is no mention of any issue with the window in the living room.
  
  On April 12, 2024 the *********** advised eQ Homes the unit owner of 902 was not able to open a operable window in their living room.  The same day a request was forwarded to our window company to review/inspect. 
  
  Although this window issue is considered Common Element and was not reported within the applicable warranty period of the Common Element warranty, eQ Homes will arrange for the repairs required to resolve this item.
  
  As of today (Dec 3, 2024), our Site Superintendent has inspected the window with the unit owner, and eQ Homes has contacted our Window contractor to schedule a service call.  The service call has been scheduled for December 4, 2024 between 10 am 4pm. The unit owner has confirmed he will be home to provide access.
  
  Our team at eQ Homes is committed to resolving this issue as quickly as possible. 

  Thank you,

  Customer Answer

  Date: 13/12/2024

  The window has now been fixed to my satisfaction. After 21/2 years of trying to have this issue resolved, BBBs intervention led to a surprisingly quick response from the builder.

• Initial Complaint

  Date:30/06/2023

  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.

  I bought a house (****) from EQ Homes to move in March 2022. I received terrible service. I reported issues through Tarion to be addressed and resolved as I should. We are now in June 2023 and still fixing the same things they fixed in 2022.
  At the end of 2022, there were many visits to my home to inspect for floor issues, windows, air conditioning and other things that weren't complete, but nothing was ever fixed properly. I spent lots of extra money on the upgrades and they were installed with terrible workmanship which was admitted by EQ but the issues are never fixed once and for all. Very poor quality of services.

  

  Business Response

  Date: 06/07/2023

  Dear
  Homeowner,
  
  I
  am writing to acknowledge and respond to your ****** ******** ****** complaint
  #20261206. Our Customer Care team is dedicated to ensuring that any outstanding
  warrantable items in your home are addressed in a timely manner.
  
  You
  mentioned in your complaint that you there are unresolved issues with your
  floor, windows, and air conditioner. According to our records, Customer Care
  Technician visited your home on May 17th 2023 to address several
  issues including the flooring and trim, and you had signed off that the work
  had been completed to your satisfaction. A representative from ******** ******** ******** also attended your home on May 17th 2023 to repair
  your windows. They advised that the window crank handles were damaged by the
  homeowner and that they would need to charge you for replacement handles. You
  signed off on the work order that this work was completed. The work was done
  within 60 days of receiving your Tarion form, which is well within the 120 day
  deadline to complete warrantable repairs.
  
  We
  understand you also had some complaints about the air temperature and that the
  A/C unit was not cooling your home well enough. Our Customer Care team advised
  you that the A/C units installed are adequate for the home, and asked that you
  adjust your vents to control the air flow to different areas of your home to
  get the maximum cooling.
  
  Our
  Customer Care Team has been in communication with you and await your reply. We
  are ready and willing to resolve any outstanding issues. If you still feel that
  eQ Homes has acted unfairly in this matter, our intention is to work
  cooperatively and constructively with you to resolve your complaint.
  
  Thank
  you,
  
  Customer
  Care Team
  eQ
  Homes
  

   

   

  Customer Answer

  Date: 06/07/2023

  
  
  Complaint: 20261206
  
  
  
  I am rejecting this response because:

  Complaint: 20261206
  
  I am rejecting this response because:
  The paper I sign was about painting and fixing the crack in the wall and the stairs only. There is nothing about the windows, the doors, the roof and the flooring.
  
  About the windows, I submit a claim with the first 3 Months and the technician came and said that he will contact the company and will submit the document to EQ to get approved to fix that later and he didn't show up and I mention that to EQ inspection and she said that's okay and she will look into it and worse case you can submit this issues in a first-year claim and they will fix that, as a result of that the day happened the storm, the master bedroom windows pup out and fell into the ground when I call them about that the answer was we did not cover the storm issue you have to contact your home insurance.
  
  The same thing about the balcony door since the first day the inspector told me to place the peace of wood behind the door to be locked until tech shows up, the technician tried to fix by add oil and adjust but it was working one time and then I tried again after opening the door and close it didn't work and he said will be back with new parts but he didn't show up.
  About the roof I took a photo when it was in the beginning and later with wind the screws start to fall one by one until one day the cover fall and the tech from EQ Home saw that and say they will fix that and no one show up.
  The other issue is the air conditioner working all day but when noontime comes the temperature at going up 27-30 and the tech shows up and shows us that the air conditioner working fine and he doesn't know what the problem is.
   He saw the temperature at home high and I show him the history from the **** app on the phone. And no comment just left.
  
  We noticed these issues in all **** houses, is that because the air condition is not enough for this houses or the isolation is not done properly?
  ********* ****** ******************** *** **********
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 13/07/2023

  Dear Homeowner,
  
  Thank you for your response. There seem to be a few issues that we hope to address below. As you know, our Customer Care team has been in touch with you to determine next steps and we look forward to hearing back so that we can set up an appointment to review any outstanding issues.
  
  You mentioned the windows and doors were not addressed. We have attached a work order from ******** (personal information has been blacked out) who attended your home on May 17th to address the window and door issues you had reported on your Tarion form. ****** ******** also came to your home on May 17th and we believed that the flooring issue had been addressed. 
  
  Please understand that your PDI walkthrough form does not reach our Customer Care department; it goes to our construction team. For that reason, any outstanding items need to be reported on your 30 day Tarion form so that any warrantable items can be addressed at that time. Now that Customer Care is aware, we will send someone to your home to inspect these items as soon as possible. Similarly if there is an outstanding issue with your balcony door, we will of course send someone as soon as possible. 
  
  We did an inspection of your roof yesterday (July 12, 2023) and we did see an issue with the facia on the upper roof. We are making arrangements to send ****** to repair it as soon as possible. We will be in touch to arrange an appointment. 
  
  As for the air temperature, are you certain that your programmable Smart Home thermostat is programmed correctly? If adjusting your vents seasonally to redirect airflow hasn’t helped, we would be happy to send a technician to review your thermostat settings and confirm that it’s set to a comfortable temperature. All A/C systems we install in our homes are rated to maintain an indoor temperature of 24C at the design temperature for the geographical location, as required by Tarion. 
  
  We hope to hear from you soon so that any remaining warrantable items can be addressed as soon as possible. Our Customer Care team is dedicated to resolving any deficiencies covered by your Tarion warranty and hope we can work together to resolve any outstanding issues. 
  
  Thank you,
  Customer Care Team
  eQ Homes
  
  

  Customer Answer

  Date: 18/07/2023

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20261206, and find that this resolution is promising to do...!!!

  The roof out side inspection show up and get the information but I am not sure when it will be fixed.

  About windows and doors you have attached a work order from ******** I don't have any information about that, Myself and my wife didn't see that paper before also that not my signature??? we lost master bedroom windows in last storm becouse of the windows locker that not locking since first day at this home, I did record a video and send it with previous claim about one of the windows was going out side when we had just regular wind and when we call about the broken windows during the storm in addition a lot of damage happen in the room, and you say that becouse of the storm so I have to call my home insurance to cover that...!!!

  You say "****** *******g also came to your home on May 17th". that tech show up and work in the kitchen and left and i am not sure why he left when the work not done and the claim was about kitchen and master bead room flooring and he didn't give me any paper to sign??

  The A/C systems, i did attach a PDF file about Email that I receive you can read it and that not only One email i have group of them so can you tell me why?? and if you send an inspection please send him when the weather is hot so he can see by him self which kind of life we have in this house and the A/C system will show him the history (how many Hours and day working with out stop and you can see every day from noon until evening temperature going up. the A/C tech last time check the system and say it's working fine, but the house temperature still going up ????

  That clearly show up that the device it self not strong enough to cover the corner west houses becouse of the sun hit the house from 10AM until 7or 8 PM not like the rest of the houses in that area.  

  So, I am happy if this issue's been solved as soon as possible 

  Thank you *** for you support,
  
  
  
  Sincerely,
  
  
  
  ****** *****