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:03/31/2025

  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 am filing a complaint against StrucSure Home Warranty, the warranty provider for my home. Despite having a valid home warranty that covers structural issues, my home has developed serious foundation problems, and StrucSure has either refused to honor the warranty or has significantly delayed and failed to provide adequate assistance.I have submitted inspection reports, repair estimates, and other documentation, but have received little to no support. This ongoing issue has caused stress, financial strain, and further damage to my property.I am seeking immediate resolution, including enforcement of my warranty coverage and compensation for foundation repairs. I believe this reflects a pattern of neglect and bad-faith business practices, and I am requesting that your office investigate this matter.I am also unable to afford legal representation and am seeking assistance through appropriate consumer protection channels.

  Business Response

  Date: 04/01/2025

  *** **** submitted a ***** Structural Defect claim in April of 2024 to StrucSure Home Warranty, LLC ("StrucSure"). The ***** Structural Defect claim involved the post-tension foundation system. Accordingly, StrucSure assigned ********************* to inspect, take elevations measurements, and document the distress to the home. Based upon the engineer's investigation and any information provided by the *** ***** it was determined that there was not a deflection or tilt violation regarding the performance of the foundation system. In addition, there was no other performance standard violation as to any structural component of the home. In May of 2024, a copy of the Crosstown Engineering report was provided to *** ***** along with StrucSure's coverage determination. 

  In December of 2024, *** **** submitted report form ************************ Repair. However, the report provided no engineering calculations or analysis which support a conclusion that there was a deflection or tilt violation regarding the performance of the foundation system.  Although *** **** contacted ********************* and obtained a plan repair for a partial underpinning of the foundation system, Crosstown provided no opinion of a deflection or tilt violation. StrucSure followed up with Crosstown Engineer to provide a supplement analysis and report as to whether there was deflection or tilt violation as prescribed by the *** Warranty. ********************* submitted a report dated January 29, 2025, based on elevation measurements taken on January 2, 2025. Again, ********************* found no deflection or tilt violation. Accordingly, there was no performance standard violation for the foundation under the *** Warranty. A copy of this report, along with StrucSure's coverage determination was provided to *** **** on January 30, 2025. 

  In essence, there has been NO expert report or information to establish a deflection or tilt violations as required under the *** Warranty. StrucSure has thoroughly and timely investigated the claim. *** **** has been advised that if he disagrees with the coverage determination, then he can submit a request of arbitration.

   

   

• Initial Complaint

  Date:03/24/2025

  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.

  This company hired ****************************, subcontractor to complete the final repairs to the exterior/interior under the ** contract, but after Oct 2024, they are refusing to complete work. The window needs to be replaced, the wooden fence was cut 1'+ violating the *** required design; their staff sealed the sump pump and are refusing to complete the work after repeated and continued commitments. The roof was not reviewed and is leaking with the limited rain. There are photos, texts and emails to confirm these matter.Structure handled and paid this contractor directly w/out confirming work was completed.

  Business Response

  Date: 03/26/2025

  ********* *********** submitted a ***** Structural Defect ("MSD") claim for the foundation system under the *** Warranty which was accepted for coverage by StrucSure Home Warranty, LLC ("StrucSure"). Accordingly, the foundation system was repaired and completed on or about February 20, 2024. Thereafter, *** **** Construction ("ALC") inspected and provided an estimate for the cosmetic repairs which were substantially completed. At this time, Ms. ************ alleges three items listed below:

  1. Roof Leak: It has been more than 1 years since the completion of the structural repairs to the foundation system. During the last year no contractor or engineer has indicated or shown that there is a roof leak. Although Ms. *********** claims that she suspects a roof leak, there has been no evidence to establish that the home has sustained any water damage caused by or related to an alleged roof leak. There has been no evidence submitted that the alleged roof leak is caused by or related to the qualifying MSD claim or foundation repairs.

  2. Window: *** had ordered the replacement Window and has offer to schedule the repair, but Ms. *********** has not done so. Accordingly, *** has offered to merely pay Ms. *********** the cost for the replace.

  3. Gate: ALC cut the gate to match the height of the other panels of the fence. This is no different than if a new gate was installed to match the height of the panels on either side. Sidewalk through the opening was raised, so the gate had to be cut. The repair was a courtesy as it was not owed under the *** Warranty. Section 7, Exclusions, subsection 1(d) excludes damage caused to fences.

   

   

   

   

• Initial Complaint

  Date:07/31/2024

  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.

  I bought a house just built in a retirement community and the workmanship is not good at all. I do have a 1 year warranty for workmanship, but the builder is ignoring me. One of the blinds was glued and now broke and first said they would not replace it because I did not find it on the walk though. Paint is chipping at the ceiling, the dishwasher does not close right, there is trim paint on the walls and wall paint on the trim! I did tell the contractor about it on the walkthrough and nothing was done! Please help me get this builder to do what is right. There are other residents with problems but have given up!

  Business Response

  Date: 08/06/2024

  White Oak's project manager conducted a thorough walk thru with the homeowner and sales agent to give the homeowner an opportunity to point out cosmetic items that did not fall within the construction standards as defined by the Greater Atlanta Homebuilders and accept the house cosmetically. The homeowner purchased the home from another party and ********* conducted a walk thru as a courtesy.  White Oak completed not only the items on the first walk but came back upon the homeowners request at the second walk through and completed additional items as a courtesy that the homeowner additionally noted with the sales agent present.  It has been explained to the homeowner that any additional cosmetic items discovered are the homeowner's responsibility after taking possession of the home.  White Oak offered to leave touch up paint with the homeowner if needed as a convenience.  The window blind mentioned was ordered as a courtesy of the seller and is awaiting schedule to be replaced.  White Oak has not ignored the homeowner and has indeed responded to her request via email until ultimately receiving this notification from the BBB. 

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22073149
  
  I am rejecting this response because:
  There is a warranty on workmanship and materials for one year, two years on delivery systems and 10 years on structural coverage.  I sent pictures to show, it is not something you find on the walk though unless you get down on the floor and open every blind.  

  Representative ***************** came by, took pictures himself, and said that the blind in the bedroom that was glued has been ordered and would be installed in one week. That was June 18th ************************************* anyone since I did get an email on July 23, 2024, from ******************* saying that it is all cosmetic and if he was not right to get back in touch with him.  I emailed July 24, 2024, and July 31, 2024, with no answer.  This is no question of workmanship.  I did tell the contactor that wall paint was on the trim and trim paint on the wall and asked he do something about it, and nothing was done, also told him that the dishwasher is not installed right and he said "he did the best I could do" at the walk through.  The frame looks bent to me, and you must move it to the left to close it. He did send someone out April 24, 2024, to fix some other things on the walk through and he was then gone.  I just moved in on April 23, 2024, and I feel like ******************* preys on older folks. He is hoping that I give up like a lot of the residents have.  This is a retirement community, and I am disabled, I have a bad neck and back problems, I cannot climb on anything to repaint.  The paint should not be chipping at all after only 2 months, especially at the ceiling. I moved here so I would not have the maintenance, but I am more stressed out than before I moved. I am only asking for the worst of the problems, which are all the doors.  It is just sloppy work.  Also, the ************* that the builder and developer hired is running the community in the red every month and they have borrowed $50,000 for some reason and the residents must pay it back.  I can't find any maintenance schedule and I was supposed to get emergency numbers for the warranty that I never got. There are only 2 cottages left to sell and they will drop this mess in the resident's lap! Please help me get this settled. I cannot send any pictures; I cannot get them to load. I have pictures showing the doors (the garage and front) are rough and have now messed up the seal.  The door in the bedroom has light coming in in the lower left corner and now it looks rotted!

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

  Business Response

  Date: 08/16/2024

  This letter is in response to the BBB Complaint submitted by *****************************. ********************** was provided with a StrucSure Home Warranty by the builder, ********************. In addition,************************** home was enrolled in the First Call program in which StrucSure Home Warranty, LLC (StrucSure) acts as the administrator and call center for Workmanship and ************** Requests on behalf of the builder.  ************* Requests are gathered by StrucSure and forwarded to the builder for inspection, investigation, and determination whether the Service Request requires further action and/or repairs.
  
  At all times, StrucSure has responded to each of ************************** Service Requests and forwarded those Service Requests on to the builder for further action and resolution. Often times, the builder will dispatch the appropriate subcontractor to inspect and address the Service Requests. StrucSure is not provided with the name of the subcontractor or the service technician that is assigned by the builder.
  
  Our records show that StrucSure has responded to all Service Requests submitted by **********************.
  
  Our records show the following: 

  6-18-24 Email to builder and ********************** Service Request-Junction between bathroom to hall floor not sealed.

  6-18-24 Email to builder and ********************** Service Request-Patio Door not sealed.

  6-18-24 Email to builder and ********************** Service Request-Dishwasher was installed wrong.

  6-25-24 Email to builder and ********************** Service Request-Please check ceiling...lines?

  7-1-24 Email to builder and ********************** Service Request-Door to garage line from frame to ceiling. Also, bottom right corner sharp messing up the seal.

  7-3-24 Email to Builder and ********************** Service Request-Needs paint at top of the exterior of garage door.

  8-9-24 Email to builder and ********************** Service Request-Weird smell in cabinet. 

  8-13-24 StrucSure received copy of e-mail to ********************** from builder listing emergency service phone numbers for Plumber, Electrician, and HVAC. Email was sent 8-12-24 by builder to **********************. However, no confirmation from ********************** of receipt. Builder indicates that emergency service phone numbers were provided to ********************** twice.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22073149
  
  I am rejecting this response because: between this company Strucsure Home Warranty; *********************(who I bought the cottage from); Captial Seed investments(developer); White Oak Renovations (Builder) they have given me the run around!  I did just get the emergecy numbers on August *******, after asking for months. Somebody is responsiable for the workmanship in this cottage. The pictures are just a sample of how things look here and it has only been 3 1/2 months since it was built and I moved in. Please help sort this out.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/16/2024

  See attached

• Initial Complaint

  Date:12/12/2022

  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.

  This company is questionable?StrucSure Home Warranty ********************************************************************** I received a home warranty when I purchased my home on August 30, 2012. This was not a cheap purchase the house nor the warranty. Now when I need to use the coverage that was paid for it is not available for use I filed a claim before my ten year expiration date. The reason was I am having very large, wide and long cracks all over the house on the interior and exterior walls, bricks separating, splitting windows and garage floor cracks & separation from the brick etc In which their is no other reason causing these major problems to happen other than major structural damage. Since weve been in the home we have had to have the pool table leveled three times the last time around September 2022 the guy said he had never seen a table so unlevel. Doors are sticking and windows are hard to close if opened. StrucSure sent ********************* out to evaluate the house. Im not sure how his report could possibly be accurate he didnt use any tools or take any measurement outside just pictures on the inside he used a zip level that beeped a whole lot. I asked him what was the beeping he didnt respond. I also asked him about the foundation outside and he did let me know it was a problem but he didnt write that in his report. I take very good care of the property inside and outside making sure I water around the house when we are in a drought. So that cant be the problem. My chief complaint here is for StrucSure Home Warranty to honor the warranty and sent out a working engineer. If my house is tilting today what would it be like in two, five, ten or twenty years. Do to workmanship by ****** Homes Builders. Sincerely,*********************,

  Business Response

  Date: 12/13/2022

  The StrucSure Home Warranty ("*** Warranty") is provided to the homeowner, in this case *********************, by the builder. The builder pays for the *** Warranty. In part, the *** Warranty provides 10 years coverage for a qualifying Major Structural Defect ("***"). The effective date of the *** Warranty was August 30, 2012. The *** claim was received by StrucSure Home Warranty, LLC ("StrucSure") on August 29, 2022. Accordingly, the *** claim was presented at the end of the *** term. A licensed engineer, ***********************, P.E., of ****** Engineering was assigned to inspect, document the distress, take measurements, and investigate the *** claim. This was performed by ****************** and he produced a report dated October 19, 2022.

  Pursuant to the terms of the *** coverage, there is a qualifying *** as it relates to the foundation system if the foundation violations L/360 in deflection or the 1% tilt criteria. Based upon ********************** inspection, measurements, and calculations; deflection was calculated at L/514 and tilt was at .28%. These measurements and calculations are in ********************** report which was provided to **************. Accordingly, ****************** stated that there were no performance violations for the foundation system or any other load-bearing element of the home. There is no other contrary engineering report or engineering opinion provided by ***************

  The *** Warranty provides that if ************** disagrees with the coverage decision, then she can submit the dispute to binding arbitration. ************** has not yet chosen to arbitrate the dispute.