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:01/06/2023

  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.

  Water leak from the roof that cause damage to walls, ceiling, hardwood floor and content. The independent roof company reported that there are missing wall flash on the roof that cause the leak. Richcraft now refused to repair it.

  

  Business Response

  Date: 12/06/2023

  My apologies for the delayed response, I was away and just returned today.  It is my understanding we were at this residence today for a review, I have reached out for an update and will provide further information at my earliest.

  Customer Answer

  Date: 13/06/2023

  
  
  Complaint: 20129444
  
  
  
  I am rejecting this response because:

  They sent someone to check the roof. I wasnt home to follow up with the roofer but pieces of shingle felt around my house so I assume they replace some pieces on the roof but nothing being done regard the indoor damages.
  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 15/06/2023

  Richcraft Homes carried out an assessment of the leak and the area
  where the leak had happened as soon as we were notified. It was found that
  all structural components of the home/roof were in place and properly
  installed. There was a build up of snow in the area of the leak at the
  time of the leak and the homeowner was negligent in the fact that he did
  not remove the large amount of snow that had accumulated on his roof. This
  caused ice damming and backup which we believe was the sole cause of the
  leak. During the time of the leak the homeowner had not been home for
  several weeks and the leak, which started as a very small leak, had the
  chance to become a much bigger issue as there was no one home to catch the
  damage early. What could have been a small drywall repair and perhaps some
  minor floor repair has turned into something much larger. The homeowner
  has proceeded with calling his insurance company and they have attended
  the home and removed all the damaged drywall and carried out a mould
  removal. For the record, mould does not grow quickly. It would have to
  have been unattended for an extended period of time to develop mould. It
  would have been in the homeowners best interest to carry out the repairs
  with his home insurance provider. Richcraft does not believe this is a
  warrantable issue as set out by the Tarion New Home Warranty Program. 

  Customer Answer

  Date: 15/06/2023

  
  
  Complaint: 20129444
  
  
  
  I am rejecting this response because:

  i was away for 2 weeks but have my sister over my house often. The roof company that I hired to inspect have different option and they stated that there was a missing flashing as well as the location of the dryer vent blow out the hot air create the snow to melt out and get in to the house by the missing flashing. I contacted the insurance when theThe leak happen but they didn't start cutting the wall till end of march. There is over a month period that make mold worst. It's the house you sold for 1.25 million and defdect within a year and you refuse to fix it. 
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:11/04/2023

  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.

  Our new house closed on Dec 13 2022.
  
  Major Issue : The 2nd floor landing at bedroom 4 was built too narrow which fails accommodating the railing at the other side. The door was built too close to the left wall at barely 1”.
  
  As per the design drawing, the landing width is 3'7" (43”) wide. The as built hallway width is 35” wide at our house which is 8” short.
  
  The door was later shifted to the left against the wall which left no space there – to accommodate the right door trim at the right (which left no space neither between the trim and the railing).
  
  We contacted the builder multiple times and the issue remains unresolved.
  
  We would appreciate your assistance in this regard. Thank you.
  
  Please find pictures attached. I have attached a corrected built Millwood model at the same location for comparison.

  

  Business Response

  Date: 12/04/2023

  I would be happy to have our Field Warranty Manager review the matter with the purchaser on April 18th at 1pm if they are available to do so.  He would come to the home to review the area of concern in order to determine what course of action is required.

• Initial Complaint

  Date:09/04/2023

  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.

  My 2nd floor landing is 6 inches shorter than the construction plan. My door trim was cut in half because of the shorter landing width.

  

  Business Response

  Date: 11/04/2023

  I would be happy to have our Field Warranty Manager assess this matter on April 18th at 8am.  He would review the building plans and advise on a proper repair detail based on his findings.

  Customer Answer

  Date: 12/04/2023

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19914096, this is just the first step. The builder agreed to send someone to take a look. We have not reached the repair stage yet. I will leave this complaint open..
  
  
  
  Sincerely,
  
  ***** **
  

• Initial Complaint

  Date:16/03/2023

  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.

  Richcraft refuses to acknowledge how horribly the Trades finished my home, thus refusing to accept any quote they asked us to provide. We have items we are not even in conciliation over, we figured "meh, let's just leave this one out of the battle". I found it appalling that someone, their Warranty Manager, can work so hard to discredit the level or work needed in my home. Even after photos, reports, applications, etc. All you have to do is open your eyes, look and read. The state of my middle living room ceiling decreases the value of my home. If they keep refusing the quotes to complete the work, how do I get this done? Ah yes ... the good old "we can come in and fix this for you". Why? Why would I want you back in my home? It's like offering a free hair cut after they butchered your first cut!
  
  Richcraft came several times to my home to fix and never could because:
  1) it's not on our work order (emails say otherwise)
  2) that is not my job (ok so why are you here?)
  3) let me call my boss (grunts and walks out)
  4) i'll be right back (never comes back)
  
  I also have over $3k in lost wages due to Richcraft and they also refuse to pay for that! This is during the pandemic .... after buying a new home. They told me to be home for repairs and no one showed up ..... or walked in and walked back out not completing a thing.
  
  I can pump out all the receipts, pictures, forms, and correspondence. Currently moving on with the Claims Inspection with Tarion, as Richcraft keeps refusing quotes and acknowledging level of work needed. Once the quote is accepted then I will sign the VBA for exterior deficiencies, which is a whole other mess.

  

  Business Response

  Date: 30/03/2023

  Our Warranty Service Supervisor, Framing Foreman and Finishing Foreman have all reviewed the ceiling in this home.  On January 31, 2023, my Inspector notified that the back left of the ceiling was poorly patched and painted and a bow was noted on the right hand side.  In his opinion the ceiling would require a patch and a full repaint of the ceiling. 

  My framing foreman has provided two repair details as follows;

  Option
  1:  remove the drywall on the ceiling from the beam back, shim the bottom
  of the trusses down to the same level of the second floor that’s on the front
  side of the beam.  This comes with it’s own problems.  The ceiling
  will appear straight but it will slope slightly toward the back. 

  
  Option 2:
  cut drywall at the middle of the bump to see if it’s just caught on the edge of
  the flange.  Then free it up, re-fasten and repair.  

  I had offered a compensation of $1500 + hst which is more than either of the above scenarios would cost with a mark up included.  At the time of our Conciliation Inspection, Tarion had felt the amount offered was a reasonable settlement (see attached letter dated Feb 6, 2023).  I can understand the homeowner not wanting us to proceed if she has had a bad experience up to this point, so I also offered to pay for hotel accommodations for 3 days at a cost of $200 per diem if she decided to have a third party conduct the repairs at her home.

  I am not in agreement with the third party quote received as it is grossly exaggerating the required repair, the quote is indicating the entire ceiling is to be removed and reinstalled for hte purpose of the repair, none of my representatives felt this was the case and they all agreed this was excessive and unreasonable.  Furthermore, from the quote received we have noted;

  - 2nd floor that they are referring to would be truss
  uplift and not a warrantable item as it is within tolerance (at the time of assessment, this can be re-evaluated)

  - The wall on the 2nd floor would just be a skim and no
  more than that, this is a $200 repair
  

  - Main floor, back left corner again I thought would be
  blended with mud, in the event that they would take down the drywall, it
  wouldn’t be going past the kitchen and dining room $ 250 for blending, worst case scenario if drywall were to be removed from beam back plus labor were are looking at a total of approximately $1000 + hst
  

  - Painting the ceiling from prime to finish shouldn’t be
  more than $900 for the entire ceiling as a worst case scenario

  $150 was added to this amount plus $600 for hotel accommodations.

  We have indicated several times that if she is not in agreement with the proposed quote, we would be happy to have someone return, I would ensure one of our Foremen were present for the duration to ensure everything was completed appropriately.

  Considering the above, I can offer an increased offer of $2,500 + hst, this would include hotel accommodations.

  For the mater of compensation for lost time, this is not a compensation that is provided or offered.  We understood that she has had a few missed calls so we provided her with a rail as goodwill at no cost to her.

  Richcraft maintains that the amount offered is an appropriate amount of compensation at a total of $2100 + hst (including hotel accommodations, which we do not feel are required for the jobs at hand).  We are willing to provide the compensation of $2500 + hst at this time (including hotel accommodations).  As soon as we have direction from the purchaser on how to proceed, we are willing and able to do so.

   

   

   

  Customer Answer

  Date: 30/03/2023

  
  
  Complaint: 19604551
  
  
  
  I am rejecting this response because:

   

  Oh look the settlement offer went up! I don't agree with underpaying staff for completing horrendous work. I'm assuming by these settlement offers that is exactly what is being done. With cost of materials, labour and experience this is not honest and transparent. Again would never trust Richcraft to come into my home and "promise" to fix a mess they made. There were so many holes in this response. Just words and verbiage that is not representative of the situation. The "reasonable compensation" letter does not specify for which item and also, the Tarion rep, via email, stated "The reasonable settlements that were refused impacts chargeability towards the builder and does not have any impact on your items or the means in which the builder chooses to resolve them.The builder can choose to resolve the warranted items via compensation, which is up to the homeowner and builder to discuss and agree upon what each party deems to be an appropriate settlement.". So no, they do NOT know the extent of the work required, hence why an appointment for Tarion to come in an do a formal claims inspection is scheduled. See you guys in June!

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

  

  Business Response

  Date: 03/04/2023

  It is the choice of the purchaser to proceed to claims if they wish to do so.  Tarion will not provide a repair detail to the purchaser, they will only deem the item as chargeable or not and provide compensation based on what a third party representative feels is suitable for the matter.  This can result in a smaller amount being offered, or a larger amount being offered, it is at the risk of the homeowner to proceed.

  Richcraft maintains we are happy to proceed with the repairs in the home or provide the compensation offered.

  Customer Answer

  Date: 03/04/2023

  
  
  Complaint: 19604551
  
  
  
  I am rejecting this response because:

  Unfortunately the compensation offered is not representative of current market rates.

  Option # 1 to "slope" my ceiling towards the back is not acceptable. Accepting this option depreciates the value of my home and deters future buyers. I can have someone come in and professionally remedy the situation.
  

  Option # 2 is also not acceptable, nor an option being presented. "...cut drywall at the middle of the bump to see if it's just caught on the edge of the flange. then free it up ..." Well if it isn't, then that means you go back to option #1 to slope my ceiling when it should be FLUSH and straight? We are all aware of what's causing the bump/bowing. ******* already spilled the beans on what's causing it. It's a steel beam, the rest of the ceiling needs to be lowered. It also shows on the plans what's running across it. 
  

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