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:02/21/2023

  Type:Customer Service 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.

  Paid $500,000 for a brand new house. Our front driveway has dirt tread marks baked into the concrete that will not come out with power washing or bleaching. Bonadelle homes wants to now acid wash our brand new concrete which will strip off a layer and weaken it. They are refusing to replace it

  

  Business Response

  Date: 02/22/2023

  We are not refusing to replace it however we are wanting to try to clean the concrete driveway first.  I have numerous correspondence between me and the homeowner with them understanding and agreeing to try this process.  I have also checked with our concrete trade and they assured me acid washing will not damage or affect the integrity of the concrete in any way.  Homeowner requested a date of March 3rd to have this washing done.   If that process does not work then we will take the next step.  Homeowner is aware of all of this.  

  Customer Answer

  Date: 02/22/2023

   I am rejecting this response because:
  
  
  Acid washing removes and opens up the surface of concrete. It is done before a sealer is placed. It can destroy concrete as acid weakens its structure. It can cause scaling, pitting, peeling and cracking. So they want to destroy our driveway before replacing it? That makes no sense. **** ****** assured us that no means would be used to damage the concrete, but is now saying that we need to acid wash it before replacement is considered. All companies we have spoken to in the concrete industry have confirmed that acid washing will weaken and strip the top layer of the concrete. 

  

  Business Response

  Date: 02/22/2023

  And all concrete companies I have talked to say that it won't ruin the concrete.  It has been done before.  A reputable and licenses concrete trade is doing the work.   We must take steps to correct an issue rather than tearing out a driveway and replacing.  If we can avoid that we will.  

  Homeowner expressed that they would like this attempt made first to avoid the driveway being torn out.   We will try this process on March 3rd as homeowner has requested.    We want make sure this is taken care of and have not

  walked away from the situation.  We are trying to correct it.  

  Customer Answer

  Date: 02/22/2023

   I am rejecting this response because:
  
  
  Who are the companies that you have spoken with? We asked you to provide contact information of the company that will be performing the acid wash on 3/3 and you have failed to answer any of our inquiries. Our research with different concrete companies have all verified that acid washing strips a layer of concrete leaving it thinner and weaker than it was before and is done only when a sealer or epoxy is going to be placed on afterwards- not for "cleaning off" dirt tread marks. 

• Initial Complaint

  Date:10/25/2022

  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 wife and I bought our first house from Bonadelle.
  
  We've been living here for years, but the construction quality continually reveals itself as done by the cheapest contractor available.
  
  Our sprinkler meter outside for our irrigation was the first to go. It fell to the ground to reveal over a dozen screw holes clearly done by a first-timer. It has since remained almost impossible to mount back to the wall due to falling over constantly from the huge holes left in the stucco.
  
  Our closet doors were next. In both non-master bedrooms they quickly fell off their rails (the cheapest doors you can buy of the folding design. I found the metal railings had been damaged by the contractors, and the characteristic dozens of drill holes. Both closets had bent railings and I've had to take off the doors completely to prevent danger to our children.
  
  Next was the carpet. A cheap layering over a cheap job. The carpet tack could be felt over all the flooring and especially the stairs when we moved in. It was falling apart downstairs causing our dog to pull and rip it apart for fun. The Bonadelle-approved carpet installer came and said the damage was our dog's fault when it clearly had been loose beforehand, then denied our claim. We have had to replace the flooring out of our own pocket since.
  
  Years later and it's little things. A home is a big project, and I understand, but what drove me to write this post is a towel rack. I recently had to replace one as years later one of our kids dented it, and found a little "contractor shortcut" where a hole had been double-drilled. Rather than re-drill the wall, replace the drywall, or even explain this to us, a screw was cut and drilled alongside the hole to "fill" it in which I'll now have to work around when I mount the new towel rack.
  
  I'd love for these damages to be addressed by ********* as we're outside the warranty period, but shoddy craftsmanship continues to reveal itself as the years go on. Selling will be difficult.

  

  Business Response

  Date: 10/26/2022

  I understand homeowners are not happy with the product they received.   The materials used, products offered are all reflected in our models. We build a quality home but understand that some issues can occur.   We offer a warranty on the home that we honor and homeowner is made aware  of the warranty during the sale process and after close of escrow.    This home is past the warranty the Builder provides.   If any items were brought to our attention we would have addressed them.  The carpet issue was not warranted.  There was a determination made by the carpet manufacturer  after their inspection and the Builder agrees with the findings.  There was pet damage to the carpet.  This does not fall under any warranty the Builder provides.  There have been items brought to our attention and the Builder has taken care of the warrantable items.   I am sorry to hear the homeowners are not happy with their home.