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:08/05/2025

  Type:Service or Repair 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 house from Glenview and had an issue with their aftersales service. Two lingering problems remain unresolved despite repeated attempts over the past two years. Squeaky Wood Floor Near the Stairs: -From day one, the wood floor near the stairs on the first floor has been making a squeaky noise. Cracked Kitchen Tiles:Nine kitchen tiles cracked or broke within 1.5 years of our moving in.October 2023 The second-year Tarion warranty form was submitted and accepted. The squeaky floor was one of the issues reported.October 16, 2023 A formal agreement was signed between Glenview and myself to address the items listed in the second-year Tarion submission.January 31, 2024 The agreed deadline to complete all repairs.Since then, the squeaky floor remains unresolved, and additional cracked kitchen tiles have been discovered. I have communicated patiently and consistently with the aftersales team.Unfortunately, this process has now extended far beyond what is reasonable, and I am disappointed that Glenview has neither completed the floor repair nor acknowledged the need for compensation related to the additional cracked tilesespecially considering they began failing within just 1.5 years. I am still hopeful Glenview will honor its agreement and address the outstanding concerns promptly.

  

  Business Response

  Date: 15/05/2025

  Thank you for the opportunity to respond to the concerns raised by the homeowner regarding their Glenview Homes property and after-sales service.

  We understand and regret the homeowners frustration, and we appreciate the patience and communication theyve maintained throughout this process. Glenview Homes takes all customer feedback seriously and remains committed to fair and transparent practices with respect to our warranty obligations and after-sales service.

  Squeaky Floor Near the Stairs
  This was assessed by both Glenview and the supplier, who found that the moisture levels in the hardwood were excessively highbetween 12% and 16%, well above the recommended levels. These elevated humidity levels were identified as the root cause of the squeaking. As this is a humidity-related issue, it is not covered under the Tarion warranty. However, the matter was reviewed and addressed by our team in accordance with standard industry practices.

  Cracked Kitchen Tiles
  The kitchen tile issue was first raised well outside the applicable Tarion warranty coverage, which provides one year of protection for finishes such as ceramic tiles. Despite this, Glenview acted in good faith and replaced two tiles as a gesture of goodwill. During the scheduled repair visit, our technician replaced five tiles in totalexceeding the original scope of what was agreed upon.

  More than a year after that repair, the homeowner contacted us again requesting further tile replacements. At this point, the home was over three years old, and the tile issue was no longer eligible for coverage under Tarion or any previous agreements. Glenview has communicated this position clearly and consistently.

  We understand that the homeowner remains disappointed with this outcome, but we must be clear that Glenview has acted well beyond our formal obligations on multiple occasions to assist the homeowner.

  Sincerely,
  Glenview Homes 

  Customer Answer

  Date: 23/05/2025

  Complaint: 23304305
  
  

  Thank you for your response. I would like to address both the squeaky floor issue and the cracked kitchen tiles, and provide some clarifications and context.
  
  1. Squeaky Floor Near the Stairs
  I appreciate Glenviews assessment and understand your position that elevated moisture levels were identified during inspection.However, I would like to clarify several important points:
  
  1) Persistent Issue Since Possession
  The squeaky floor near the stairs has been present since we took possession of the home. This is not a recent or seasonal issue. The problem is localized to a specific section and has remained consistent throughout. It was reported in the year-end Tarion submission and included in signed homeowner /vendor agreement dated October 16, 2023.
  
  2) Humidity Levels Within a Reasonable Range
  The reported moisture levelsbetween 12% and 16%are not abnormally high for a lived-in ******* home and are generally considered acceptable during seasonal transitions. The fact that the squeak has persisted across multiple seasons suggests that this is not a humidity-related issue.
  
  I also sought professional advice, which indicated that when squeaking is confined to a specific area from possession and does not change with seasons, strongly suggests the root cause is likely a localized installation or structural issue. Common causes include improper subfloor fastening, inadequate spacing, or an uneven subfloor.
  
  3) Commitment to Repair
  I understand that general humidity-related issues may not be covered under Tarion, a persistent defect from possession is considered a workmanship or material issue, which is eligible for coverage.
  This matter was included in the written agreement between Glenview and myself and should be honored accordingly.
  
  2. Cracked Kitchen Floor Tiles
  I also appreciate that Glenview replaced three tiles as a goodwill gesture; however, I would like to clarify the sequence of events:
  
  March 2022: Home closed
  October 1, 2023: First set of kitchen tile cracks reported (within 18 months of possession)
  February 10, 2024: Follow-up communication
  May 28, 2024: 6 cracked tiles confirmed and reported
  June 14, 2024: 3 tiles replaced
  November 7, 2024: Total of 9 cracked tiles reported
  
  Although Tarion provides a one-year warranty for finishes like ceramic tiles, the timing and number of tile failures indicate a deeper issueeither with the quality of materials or the original installation. For nine tiles to crack within less than three years, with many reported within the 24-month timeframe, raises concerns that go beyond standard wear and tear.
  
  As a homeowner, I have made every effort to resolve these matters directly, patiently, and cooperatively with Glenview. I appreciate the work completed so far, but the issues remain unresolved. I dont believe any homeowner would be satisfied with squeaky floors since possession and nine cracked kitchen floor tiles within just 2.5 years. Given that there are still replacement hardwood planks and matching tiles available onsite, I believe it would be reasonable to complete the remaining repairs or offer compensation.
  
  I remain hopeful that Glenview will continue to demonstrate its commitment to customer satisfaction and bring this matter to a fair and timely resolution. 
  
  
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 02/06/2025

  Thank you for the opportunity to respond to the concerns raised by Ms. ***** regarding her Glenview home and our after-sales service. We understand and regret her continued frustration and appreciate the communication and cooperation she has extended throughout this process. Glenview Homes remains committed to transparency and fairness and has adhered to all applicable warranty obligations as outlined by the Tarion New Home Warranty Program.
  
  Glenview Homes has followed all Tarion warranty processes and timelines and has acted beyond formal obligations on multiple occasions in an effort to support and satisfy the homeowner.
  
  At this time, and following full compliance with Tarion procedures and our documented commitments, this matter is considered closed.
  
  We remain committed to building quality homes and delivering a high standard of customer care, while also ensuring we apply the warranty program fairly and consistently.
  
  Sincerely,
  Glenview Homes

• Initial Complaint

  Date:17/07/2023

  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.

  So in 2018 September, I was happy to purchase my 1st home from Glenview Homes. I took possession of the house and ad the tradition goes, I submitted my 30 days and 1 year repairs through Tarrion. It took alot of emails to get some of these repairs done by Glenview. It's 2023 now and I still have repairs that haven't been completed by Glenview. One major repair concern is water leak that happens mostly in the winter months. My front door gets ice build up at the bottom of the door inside the house. Subsequently, this ice melts and turns to pool of water beneath the door. I brought it to the attention of Glenview in the 1st year of purchasing the house. I discovered the bottom plate that Seals the door was broken. Glenview sent someone to the house who recommended to change the entire door framing inorder to fix that issue. I agreed to the proposed plan but only to be told on the day of the repair by one of their service manager by name **** that, that kind of repair is not needed. He recommended putting a caulking to seal the Crack in the plate. As a brand new home owner, I wasn't knowledgeable about homes so I agreed to try his suggestion. He went ahead to apply the caulk and recommended He will spray water with a hose to test it if water will still come in through the bottom of the door. He never tested the job he did after like he said because he had another service call to another house. Fast forward to subsequent years, I have emailed Glenview over and over about this same issue every winter. I sent them videos with pictures as well. The last time they came to the house was in 2021 when they came to spray some sort of foam to seal some part of the basement. **** the service manager came to the house this past winter in 2023 to reassess the problem. He told me he doesn't know what to do again and since that time, Glenview hasn't contacted me. I am requesting Glenview to finish the job they started. Thank you.

  

  Business Response

  Date: 27/07/2023

  Dear ******,

  
  At Glenview Homes, we
  take our customer service and warranty obligations seriously. We are currently
  reviewing your comments and confirming what was discussed and the action items
  committed to at your last meeting with warranty.

  The moisture you are
  seeing on the floor near your front entrance is not a water leak but a
  combination of indoor humidity and cooler air.
  We are committing to
  removal of the sil stones to ensure proper installation of the front door.
  You will be contacted by the warranty department soon
  to schedule an appointment. 

  Thank you!

  Glenview Homes

  Customer Answer

  Date: 27/07/2023

  
  
  Complaint: 20331523
  
  
  
  I am rejecting this response because: > do not believe the moisture in the home is due to cold air and heat. It's been close to 5years now since Glenview has been telling me same stories. I have 2 other houses from their sister company ****** which do not have the same issue during the winter months. On top of this, I have gone around during the winter months to my friend's in the neighborhood to ask if they have similar issues like my house and all of them tell me they don't have that issue. Why is it only my house? The issue is, Glenview is refusing to own up to whatever error they made during the construction of my house. When the problem was found during my first year, it was a broken seal at the base of the door. Their plan was to tear the front door down to be able to fix it properly. This was changed when one of their service mangers came to say it's not needed and that putting a caulking or whatever sealant will solve the problem. For close to 5yrs now, I am still facing the same issue.The only offer I will accept is to fix the problem then I will be satisfied. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 31/07/2023

   

  Good Morning ******, 

  As you are aware, and stated in our last correspondence. An appointment at your home has been scheduled for August 2, 2023.

  Sincerely, 

  Glenview Warranty Team. 

  Customer Answer

  Date: 09/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20331523, and find that this resolution is satisfactory to me.

  Glenview sent a technician to rectify the problem on Aug 2nd. At this point there is no way to confirm if the problem has been resolved. I will have to wait for the winter season to see if this fix really resolved the problem. At that point, I will update ***.

  Thank you to Glenview for taking initiative to fix this issue. Many thanks to ******* ***** for following up on this.

  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair 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 writing to file a complaint regarding the significant issues I have encountered with the shower installation in my home. I purchased a property from the builder on May 2016 in Ottawa, Ontario, and at the time of purchase, I opted for an upgrade to change the bathtub to a shower in the master bedroom.
  After six years of living in the house, on 2022, I noticed a shower leakage issue which resulted in water s***ns appearing on the dining room ceiling. In an attempt to resolve the problem, I engaged a handyman to fix the issue and re-grout the ceramic tiles. Unfortunately, despite multiple attempts at re-grouting, the problem persists.
  On July 2023, a professional bathroom installation expert visited my property to investigate the matter. Using a moisture meter device, he measured the moisture behind the ceramic tiles. The reading was extremely high in some areas, which indicates that the waterproofing behind the ceramic tiles was either improperly installed or completely missing. The excess moisture could potentially lead to the drywall behind becoming soaked or even developing mold. To further assess the situation, a few holes were opened in the ceiling below, revealing that the shower pan was also not properly installed.
  To rectify this issue, it is necessary to disassemble the entire shower, remove all the ceramic tiles and affected drywall, and redo the drywall with proper waterproofing. Additionally, a new shower pan will need to be installed correctly. Furthermore, it is highly likely that the custom-made glass door will also need to be replaced due to the changes in dimensions.
  While I understand that showers are not typically considered major structural problems and are not covered under the Tarion new home warranty, it is disconcerting to witness such a significant deterioration within just six/seven years of owning a relatively new home. Consequently, I find myself burdened with a substantial bill to cover the costs of remedying this situation.
  I am filing this complaint with the ****** ******** ****** in the hopes that the builder will take responsibility for this issue and assist in finding a satisfactory resolution. I kindly request that the ****** ******** ****** mediate this matter and encourage the builder to address the problem promptly and cover the expenses associated with the necessary repairs.
  Enclosed with this complaint, you will find photographs for reference.
  I trust that the ****** ******** ****** will act as an impartial third party and help facilitate a fair resolution to this matter. I appreciate your attention to this complaint and look forward to a prompt response.

  

  Business Response

  Date: 17/07/2023

  Dear Ms. ***,
  

  Thank you for bringing your concerns
  regarding the shower installation in your home to our attention. We have
  carefully reviewed the details of your complaint, and we understand your
  frustration regarding the issues you have encountered.

  After a thorough evaluation of the
  information and pictures provided, we regret to inform you that no further
  action is required from Glenview Homes at this time. According to Tarion’s CPG guidelines,
  the responsibility for the maintenance and upkeep of the home, including the
  shower area, rests with the homeowner.
  It is important to note that showers
  require regular maintenance and periodic inspections to ensure their proper
  functioning. Grout and silicone joints between individual ceramic tiles and the
  shower base will deteriorate over time under normal use, and it is the
  homeowner's responsibility to perform necessary maintenance to prevent water
  penetration and address any issues that may arise.

  Our records indicate that you took
  possession in February 2016, and that the 30-Day and One-Year warranty forms
  have been closed in full. No Two-Year Warranty or Seven-Year MSD Warranty
  Tarion forms have been received by Glenview Homes.
  

  Glenview Homes takes our warranty and
  customer service obligations very seriously, and we appreciate your
  understanding of the limitations and exclusions outlined in your statutory
  warranty coverage.

  If you require any further guidance or have
  additional questions, please do not hesitate to contact us. We appreciate your
  understanding and cooperation.
  

  Sincerely,
  The Glenview Homes Customer Care Team

  Customer Answer

  Date: 18/07/2023

  
  
  Complaint: 20286642
  
  

  Thank you for your attention to my complaint against Glenview Homes. I would like to address a few points mentioned in their reply.

  I acknowledge that the shower is no longer covered under Tarion's warranty period. However, I recently contacted my insurance company, and they rejected my claim, citing workmanship as the reason for non-coverage. The issue stems from the improper installation of the shower pan, resulting in a gap between the tile and the pan that allows water to seep in. Despite my attempts at grouting and re-caulking, the problem persists. This is not a matter of regular maintenance but a construction-related issue.
  Furthermore, the improper or lack of waterproofing behind the tile has exacerbated the situation. The combination of the gap and inadequate waterproofing has created a significant problem that requires the builder's attention.

  Considering the circumstances, I believe that a properly installed shower should last longer than seven years and should not solely rely on silicone caulking/grouting. The builder's responsibility extends beyond the warranty period when construction-related issues arise.
  
  
  
  Sincerely,
  
  
  
  ***** ***

  

  Business Response

  Date: 26/07/2023

  Dear Ms.
  ***,

  
  Thank you
  for your acknowledgement that your Tarion warranty period has expired. 
  Pursuant to our Agreement with you, the Tarion warranty was accepted in lieu of
  any other warranty or guarantee.
  The claim
  with your insurance company citing workmanship as a reason for rejection is
  outside our purview as we are unaware of your insurance coverage limitations or
  what was presented as a claim. You state that improper installation of the
  shower pan is causing you this issue, however you have not shared any specific
  details on why you believe the shower pan was incorrectly installed. We further
  note that prior to occupancy, your home was inspected by the municipality and
  confirmed to be compliant from a Building Code perspective. A final plumbing
  inspection is completed by the municipality prior to granting an occupancy
  permit.

  
  Your
  pictures illustrate where caulking and/or grout has not been maintained and
  homeowner attention is needed. We understand it is your belief that the issue
  is construction-related, however, based on the information presented to us this
  issue appears to be a result of improper preventive maintenance. Caulking and
  seals around bathtubs and shower enclosures require regular homeowner
  inspection and maintenance to prevent leaks.

  
  We continue
  to take our customer service and warranty obligations very seriously and we
  believe this issue falls outside the scope of warranty due to improper
  homeowner preventive maintenance and the limitations in scope under the Tarion
  warranty provided.
  
  Sincerely,
  The
  Glenview Homes Team

  Customer Answer

  Date: 31/07/2023

  
  
  Complaint: 20286642
  
  

  I appreciate your response; however, I must express my disappointment with the conclusions reached by your team. I would like to address some points mentioned in your letter:
  While I am not an expert in construction, it was my insurance company's expert who brought to my attention that the denial of my insurance claim was based on findings of poor workmanship during their assessment. The main cause of the problem was due to the excessive large gap between the shower pan and the bottom row of the tile. The lack of waterproofing or improper waterproofing installation compounds the problem. Once the water gets in behind the wall, it is beyond any grouting or caulking can fix, which I did.
  I understand that the municipality conducted inspections before granting an occupancy permit. However, it is essential to note that such inspections may not always uncover concealed defects or issues that manifest over time.

  I firmly believe that the issues I am facing are construction-related. I was told by the insurance expert that a well-constructed shower should not rely on caulking for waterproofing. I have placed my trust in Glenview Homes to deliver a well-constructed and durable home. I welcome your team to come and look at the large gap before concluding this is a homeowner's maintenance problem.

  Thank you for your attention to this matter. I hope we can find a resolution that addresses the underlying construction issues.
  
  
  
  Sincerely,
  
  
  
  ***** ***