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:01/26/2025

  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.

  Issue with home builder concerning repair requests being ignored - We closed on our new home 11/2023 and completed our warranty walkthrough 11/2024. The unresolved issue we are having is that they have not repaired our sliding double doors located in our hallway in between the two bedrooms used by our very young children. This has been an ongoing issue as we feel the railing and doors are not aligned correctly causing them to come off its track. One time they sent a contractor out and he merely forced it back in place only for it to come off a few days later. The doors have been off its track since early 2024.I need to stress not only our frustration at the lack of response from Balfanz Homes but disappointment in their lack of understanding that this is a serious safety issue for our children. The doors are not secured and wobble back and forth. This has caused minor injury to our children. They have actually cried as the doors have jammed their little fingers. Not only that, but the doors are stuck and no longer slide - this could actually cause serious injury for our children as they could be trapped in between the doors. I have mentioned this several times, but I am being ignored. I need the warranty work done urgently due to the safety issue this presents. The youngest child (2) just started walking and the oldest child (6) is disabled and vulnerable. I am very upset that this safety issue has not been addressed for this long. The warranty department has given me the runaround stating that messages will go to the trades. I have been hearing the same thing for several months with no resolution.I need the minor warranty work (patching holes, caulking fixed) taken care of and the main issue of the sliding hallway doors fixed. The doors need to be fixed CORRECTLY this time. The tracks need to be replaced and adjusted to MAKE SURE THIS TIME that the doors are properly in place so we don't risk injury to my children.

  Business Response

  Date: 02/05/2025

  John Balfanz Homes resolved this complaint on February 4, 2025.  Even thought this was NOT a warrantable complaint, we fixed the  hallway closet doors regardless.

  Customer Answer

  Date: 02/05/2025

  
  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.  
  

  One concern though regarding the incorrect response from the Balfanz *** to my BBB complaint that this not a warrantable concern - several of your ***s told me that it is as it was NOT installed correctly the first time and has been an ongoing issue. 
  

  You should have been professional and just noted that the work was done instead of having to make that snide comment. 

  Do better 
  Regards,
  
  ***** ********
  
   

  
  

• Initial Complaint

  Date:01/03/2024

  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.

  On Sat Dec 23, 2023, we noticed a leak in our living ceiling under our master bathroom. We contacted a plumber and the found and stopped the leak. The plumber informed us that it was due to improper installation. We have been living in our home for a little over 3 years and we never use the tub. The following Friday we went to the builder with our documentation showing that it was under warranty since it has been less than 4 years. ********************* who is in charge of the warranty contacted my husband and I and stated that the warranty is voided due to the fact we did not contact the builder and we hired our own plumber. I informed him that it was a sat, christmas is Monday and we are supposed be ok with having a leak when the company takes day's to call back if they do. It took **** Balfanz 2 years to do our 1 year walk through list and that was like pulling teeth. They are horrible at taking care of there customers.

  Business Response

  Date: 01/04/2024

  We received the owner's repair request on Friday 12/29/2023

  Due to the holiday weekend, we were unable to respond to the request.  We are responding to ***** **** today in an attempt to schedule an appointment for tomorrow.  I will update you once we determine if the repair is  warrantable.  I will respond back to BBB once we have made a determination. 

• Initial Complaint

  Date:07/30/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  We have been battling with their warranty department for almost 2 years. We moved into the house in April 2020 and our 1 year warranty issues are still not complete. Brief timeline:1. April 2021 - 1 year inspection walk through with ********************************2. Some warranty work was attempted to be completed by the cabinet company. This was never finished.3. Multiple attempts made between stop of work through August 2022 with no response.4. August 3, 2022 - Finally had another Warranty inspection walk through with ********************* and *************************. Repairs that needed to be completed were documented for a second time.5. Warranty work continued through December 2022. *************** had to come out over 5 times to finally get repair done correctly. Stucco not completed correctly until May 2023.)6. No communication for remaining work until I pushed on them again in April and May of ******. Last communication from them was May 1, 2023 and nothing has been completed/worked on since then. There has been no attempt by the warranty department to communicate with us and it shouldn't be my responsibility to keep on them.We are tired of having to do all the leg work and them not caring. I've even spoke to the **** **** Balfanz, in 2022 on the phone and he assured me the company would make things right. He also stated that he would help compensate me for the *** time I lost and had me send him my exact pay and hours I used. He acknowledged that his company had not fulfilled their end of the warranty contract. When you pay over $400k for a brand new home, you expect things to be done correctly the first time.If any documentation is needed, I can provide at a later date. There are a lot of emails back and forth.

  Business Response

  Date: 08/24/2023

  Hello,

  The only warranty item that remains not completed. Is a replacement of cabinet faux drawer that does not match the other cabinet drawers and doors as shown pictured on the attached warranty request.

  This home closed escrow on 4/8/2020 and the unresolved issue with cabinets was brought to the attention of the warranty department on at the homeowners end of the fit and finish warranty walkthrough.

  The original cabinet company that made the error was fired for performance reasons and would not provide replacements parts.

  We understand the inconvenience this delay has caused the homeowners.

  We will contact the homeowner to resolve the issue. Attached is a copy of the warranty work request that remains open. Also attached is a copy of the correspondence email that was sent to the homeowner acknowledging that we have not completed the item and will be following up with them to ensure the issue is resolved.

  Thank you,

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

  Warranty Manager

  John Balfanz Homes

  Customer Answer

  Date: 08/28/2023

   I am rejecting this response because:
  
  This has been an ongoing battle for over 2.5 years trying to get everything finished. My wife was off the entire summer and there was no communication until I filed a complaint to try and schedule any work. That's 2 months that most, if not all of this could have already been finished. The time slots and dates provided for yet a 3rd measurement would require myself or my wife to use more PTO that has already been wasted. We will not be accepting the time frames unless we will be compensated for use of PTO or it's scheduled after our work hours. We will not continue to pay for their mistakes and incompetence to do their jobs and manage warranty work. They have been notified multiple times that my wife is off during ******* and this is now two ******* that no work has been completed and no communication was received by the warranty department. Additionally, this was brought to their attention before summer with plenty of time to schedule work. Lastly, when our upper cabinets were replaced in the kitchen, measurements were taken by *********************** for the replacement face plate, not drawer.

  I responded on 8/24/23 to their email date 8/24/23, and we still have received no response back from them. This is how they always operate.

  
  

  Customer Answer

  Date: 09/13/2023

  Hello,
  
  No they have not been resolved. We were told on August 29th that they were working on getting a measurement appointment for after work or on a weekend. This is what they always do. I can guarantee that unless I push them again or threaten to take further action it could be months before anything is done. This is why I want it reflected on their account and to the public that this is how they operate their business. We have battling their warranty department for 2.5 years and this is not what you expect when you spend good money on a new house and expect the builder to stand behind what they do.

  Business Response

  Date: 09/18/2023

  Hello,

  We are currently working on getting an appointment scheduled after 5pm or on a weekend as the homeowner has refused to work with us during our normal warranty repair times Monday - Friday from 8am - 3pm. 

  Thank you,

   

   

  Customer Answer

  Date: 09/19/2023

   I am rejecting this response because:
  John Balfanz Homes has had ample opportunities to work with us during "normal warranty hours" over the last 2 years. They have not been accommodating nor valued our time as we both work full time and had to burn up our PTO to accommodate them for THEIR issues and mistakes. The issues have been their fault from day one so we do not appreciate their statements about not being willing to work with them. They also had multiple ******* to do this work and nothing was done. We are just barely receiving an email today, 3 weeks to the day, about when the cabinet company is available. I can call my doctor and get an appointment date sooner than that regardless of how far out it is. At this point the public deserves to know how they treat their customers after the sale.
  
  

  Business Response

  Date: 09/21/2023

  Hello,

  An inspection date has been set for Thursday 9/21/2023 at 5:00pm. The appointment was difficult to arrange for an appointment after 5:00pm. The cabinet company schedules all appointments two weeks in advance. Special arrangements had to be made to secure an appointment after non-standard hours. We understand that this inconvenienced the homeowner, and we apologize for that.

  Thank you,

   

   

  Customer Answer

  Date: 09/23/2023

   I am rejecting this response because:
  Even though it may have taken two weeks, there was no communication that they had even contacted the cabinet company. This continues to be a serious issue with their warranty department, barely any communication. We were notified a few days before possible appointment and thankfully we didn't already have plans.The cabinet company came out and took a drawer and a door to see if they can order the materials needed to match what is needing to be replaced. We were informed we should know whether or not materials can be obtained by Monday 9/25/23.