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:03/15/2024

  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.

  Ive had a series of unfortunate events with water intrusion at my residence. From the initial flooding incident shortly after moving in, to the most recent water penetration, its clear that the waterproofing and drainage systems have been inadequate. The repeated need for French drains, the failure to connect them properly, and the ineffective solutions like pea gravel suggest a pattern of oversight and insufficient remediation measures by the builder.The situation with my eastern window well, in particular, highlights a lack of proactive measures, as it was devoid of a French drain despite previous incidents. The builders response to the leakage beneath the shower in the junior suite also raises concerns about their commitment to addressing the root causes of these issues.Overall, I have had a frustrating and ongoing battle with water damage that has required multiple interventions and repairs. It underscores the importance of thorough and effective waterproofing and drainage solutions in home construction, as well as responsive and responsible actions from builders when problems arise.

  

  Business Response

  Date: 03/21/2024

  We admit our customers have experienced several incidents of water intrusion into their basement since they purchased their home from **.  Each time we became aware of the issue, we have responded by taking responsibility of the situation, restoring their basement to its original condition, improving surface and subsurface drainage facilities and mitigating the water damage, all at no cost to the customer. It has been about a year since we completed the last round of repairs and several heavy rain events since then have not resulted in any additional damage.  Should the owner have any further water intrusion problems, we will stand behind our work.
  We admit these owners have been extremely accommodating toward us as we worked toward a permanent solution. I have personally apologized to the owners for the frustration and inconvenience this has caused them and their family and formally do so here as well.

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21439810
  
  I am rejecting this response because you, Campbell Homes, failed to address the potential for depreciation in the value of my home.
  

  I am deeply concerned with the recurring nature of these incidents and the impact they have had on my family and our quality of life. Despite your assurances, we have continued to face the same problems, time and time again.
  

  While I acknowledge your efforts to repair the damage at no cost to us, I must emphasize that these are issues that should not have occurred in the first place. The frequency and severity of these incidents, often involving significant demolition and reconstruction,indicate a fundamental flaw in the construction and waterproofing of my basement.
  

  It is disheartening to know that my east-side neighbor, whose home was ************ in 2017, has not required any additional waterproofing measures, i.e. French Drains, Downspout Piping, or Concrete Sealant. This raises serious questions about the quality and consistency of your work.
  

  I acknowledge your apology, but my family's extreme accommodation has not been without considerable distress and displeasure with your warranty department. Over the past 8 years, there have been multiple instances that required third party intervention for you to act.
  

  Your commitment to stand behind your workmanship is noted. However, I must stress that the goal is to prevent such problems from occurring again, not just to respond to them after the fact. The inconvenience, disruption, and stress caused by these incidents go beyond the physical damage to the property.
  

  The last incident of water intrusion led to the discovery of a substantial honeycomb formation within my concrete wall. I find this particularly concerning, as it suggests a structural issue that could potentially lead to more problems in the near future.
  

  My family and I hope that no other homeowners have to experience the frustrations and mental anguish that we have been forced to endure.

  Customer Answer

  Date: 04/09/2024

  Thank you for reaching out regarding my complaint with Campbell Homes LLC. In my rejection response I clearly identified two remaining points of contention, the structural issue that will most likely lead to more problems in the near future and the potential for depreciation in the value of my home due to the excessive number of water intrusions while living nowhere near a flood zone. Other consumers should be aware of the arduous experience I have had with this company. How else is a company held responsible for their actions or lack thereof? I hope this clarifies my position and desired resolution. 

  I look forward to hearing back from you soon.

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

  

  Business Response

  Date: 04/11/2024

  In this situation, Campbell Homes is willing to extend its five year structural warranty on this home to a full ten years, expiring in November 2025, at no additional charge.  This warranty will be fully transferable to another owner without any paperwork or additional fee.  I do want to point out Campbell Homes performed warranty work on this house, at no charge to the owner, for over two years after the warranty expiration.  Campbell Homes is not offering to make any further concessions. 

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21439810
  
  I have taken the time to review the response from you, Campbell Homes, and must express my dissatisfaction with your proposed resolution. Your response fails to acknowledge the potential depreciation in the value of my home due to years of waterproofing issues. While the extension of a structural warranty is a step in the right direction, it does not fully address the severity of the issues my family has encountered.
  

  The recurring water intrusion incidents and the previous discovery of a honeycomb formation within my concrete wall are indicative of significant structural defects; these are not mere inconveniences, but serious issues that are extremely disruptive and raise significant questions about the long-term safety and value of my home.
  

  As previously noted, you oversaw the construction of a house in 2017, which is situated less than 10 feet from my property. Interestingly, this particular dwelling does not have water intrusion issues and has not required the implementation of any waterproofing strategies that are presently in use at my residence, such as Window Well French Drains,Downspout Piping, Catch Basins, and Concrete Sealant. Despite your extensive 59 years of experience, these countermeasures prompt significant concerns regarding the quality and consistency of your work. Your proposal to extend my warranty for an additional year and a half is not a comprehensive solution, but rather another short-term mitigation.
  
  I express my sincere gratitude to the Better Business Bureau for establishing a platform that upholds accountability. Unfortunately, it appears that Campbell Homes and I are at an impasse.

• Initial Complaint

  Date:01/18/2024

  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.

  We purchased a home with Campbell Homes in October of 2023. We had a one year warranty on numerous of things in our home. We submitted claims at blue tape inspection and within a few months of living in the home with several issues. The team has made excuses to do the repairs and procrastinated on coming to our home. It has now been a year after closing and they are refusing to fix anything that is covered in the warranty handbook that was submitted to them in a timely manner. We had damaged cabinets, they replaced a few but refuse to replace all of them. We have damaged laminate and they refuse to investigate and fix the issue. We have plumbing issues that have been notified and brought to their attention by two other plumbers and they refuse to fix it. We have other minor issues such as window sealants cracking, euro glass shower door not properly installed, toilet paper holder falling out of the wall, roofing issues, and faucets leaking. the campbell homes warranty team stated it was too late to fix anything, we have lived in the house for a year now, its our fault we have all these issues. 90% of the issues were submitted at blue tape inspection and they didnt finish prior to closing. the warranty manager has disrespected my family and i in our own home numerous of times. we have a paper trail of all of our warranty claims with timestamps showing when everything wad submitted.

  

  Business Response

  Date: 01/30/2024

  First of all, these homeowners purchased a home from Campbell Homes in October of 2022, not ***************** their complaint. 
  
  Over the past 15 months our employees, trades and suppliers have made over 25 visits to their home to make repairs, adjustments and replacements in an attempt to satisfy their requests only to be met with verbally abusive comments, false accusations, no shows for appointments and more.  This behavior occurred over and over again until many of our trades and suppliers have now refused to do any work at their home. The final straw came last week when we scheduled our employees and convinced several trades to work one final time in their home to address many of the items noted in their complaint only to be met with threats of legal action shortly after arriving. When this occurred, Campbell Homes' employees made the correct decision to pack up and leave so the situation would not escalate. 
  
  At Campbell Homes we strive to give every one of our homeowners top notch customer service and that is one of the reasons we have made thousands of satisfied homeowners over the past 64 years.  *********** we are willing to perform repairs not covered under our warranty and this situation was no different.  Unfortunately, we have come to the difficult decision we are unlikely to ever satisfy these homeowners and we are unwilling to subject our employees and trades to any more abuse from them.  In the next few days, Campbell Homes will prepare a reasonable cost estimate to complete the remaining items covered under our warranty and compensate them for the work.  The option of compensation is in keeping with the terms of our limited warranty and will allow these homeowners to find a contractor to their liking.

  Customer Answer

  Date: 01/30/2024

  Attached are our warranty deed to show proof of purchase and a legally binding contract. Campbell Homes warranty which shows that all of our items are covered under their warranty. Also attached you will find our pending items that have still not been fixed/replaced. Campbell homes team has been to our home numerous of times to still have no completed the warranty items noted since day one. We are still missing items we paid extra money for during the build process. We have very large items that have still not been resolved. We have never missed an appointment, their trades have cancelled numerous of times due to weather or overbooking their schedule. Campbell homes warranty team disrespected me in my own home, laughed at me, told me that I was not intelligent I didnt know anything about building a home, the issues we have are normal, which are not normal. They blamed my 1 and 2 year old for breaking items that they cannot even reach that were noted at our blue tape inspection. We have had our neighbors get work done over and over and Campbell homes has skipped over us numerous of times. I can send in photos from a plumbers report, a home inspection report, and all of the pending items that are still not fixed that are covered under warranty. 

  

  Business Response

  Date: 02/05/2024

  As promised in my previous response, Campbell Homes has sent a check in the mail to the owners to compensate them for covered warranty repairs. 

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21166868
  
  I am rejecting this response because: I still have no recieved any check for compensation and I have had a contractor write up a cost analysis of what all repairs including labor and cost of material would be for all damages/repairs Campbell homes refused to repair that is covered under their warranty. The check written by Campbell homes needs to cover the cost written up by a contractor to fix all repairs. This was something that should have been done by Campbell homes which costs us, the homeowners zero out of pocket. As per warranty, we shall not be paying any costs out of pocket to replace/repair any items on the list submitted. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/07/2024

  As promised in my previous response, Campbell Homes has sent a check in the mail to the owners to compensate them for covered warranty repairs. 

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21166868
  
  I am rejecting this response because: the check does not cover any of the costs for the repairs. We had a contractor quote us on the repairs of all the damage including the poor craftsmanships of crooked and unlabeled handles on our cabinet doors installed by Campbell homes. We want proper compensation for the repairs that are covered under warranty as they should have never cost us as the homeowners any money to fix but the refusal of Campbell homes fixing and replacing is now causing us to fix ourselves and hurt our own contractors. 
  
  Sincerely,
  
  *************************