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:09/19/2024

  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.

  Hello, This is my second complaint this year for the same issues! This company stalls wastes time and avoids any responsibility for the work they said they would stand behind. Every service provider they have sent to our home told us to have to have our foundation checked by a third party. Third party measurements never line up with their in-house engineers. After my last complaint about not being able to contact anybody about my houses needs. They told me it was all the last managers fault and they would be here to help with any repairs my home needed under warranty. This manager is now exhibiting the same behavior. My porch was ripped up and left in pieces for weeks without contact finally someone finally showed up to pour our porch again but the stone work has been unfinished now for over a month without contact finally no contact from this team. Ive called the manager the construction company and the parent company with no reply. WE havent even come close to addressing the cracks in my living room ceiling or the foundational issues. Its time this company started to step up and pay for not doing the job right the first time! At this point the only way I see to make these people stand behind their work will be through legal action like the north side of the subdivision. If I dont hear from this team **** I will refuse any further contact and will let my attorneys handle all contact from here on out. I pay too much in retainers to not use them

  Business Response

  Date: 09/19/2024

  Horizon View Homes has been working with this homeowner on a repair with the recommendations from our trades. Our representative has told the homeowner the expected timeline for said repairs, and has reached out again to chat with him with no answer. If you are having trouble getting ahold of our team, please call us at ************. 

  Customer Answer

  Date: 09/19/2024

  Complaint: 22309908
  
  I am rejecting this response because:
  This response is totally unacceptable if Im out of work for a week my coworkers pick up my tickets and respond. No timelines were never  communicated. Getting anybody to call me back takes a BBB complaint. I will not let this one lapse until all work has been completed to my satisfaction. Im so sick of the responses that show this company has no respect for its consumers. 
  Regards,
  
  ******** ********

  Business Response

  Date: 09/19/2024

  Mr. ******** has not reached out to anyone other than his customer service rep. *** team was and is still working on a repair at Mr. ********** home. 

  Customer Answer

  Date: 09/19/2024

  Complaint: 22309908
  
  I am rejecting this response because:

  who else should I have to reach out too? Why do I have to chase you to do the work that should have been done right the first time? 
  

  your engineer and *** like to pretend its my fault nothing gets done. WHY DO I HAVE TO CALL ANYONE ELSE, IF YOUR *** DOESN'T RESPOND absolutely ridiculous 

  all Responses will be posted in social networks and review sites I can find. 
  

  yet another response lacking compassion, respect and decency from this company 

  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:08/07/2023

  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.

  In March of 2022 we moved into our new house built by Horizon View Homes. Once we moved in we were briefed about reporting major and minor issues with our new home. We met with the warranty individual multiple times on issues that were noted when we were moving in. These ranged from a build up of drywall material and mud in the furnace, fireplace is not clean and is filled with dust and debris, not matching colors on some doors and cabinets. Once we began to work down this list we also encountered a water leak in one of the bathrooms downstairs and it caused damage under the wall. Horizon View told us that they would need to tear out the wall, the pan and find out what is leaking. This was never done and continued to be delayed, as consumers this continued over a year and Horizon View sent multiple people to view and they all said the same and even sprayed for mold. We have current pictures of mold, unfinished caulking areas that now have mold, mold coming up through tile areas and we were told by Horizon View that they are now not going to fix this. We have multiple issues still unresolved, like cracking in concrete in multiple areas and other items that have been addressed but still not done.

  Business Response

  Date: 08/09/2023

  Horizon View Homes assessed the leak reported by the homeowner, and could not recreate the leak again. At that time, it was determined that the leak was not a construction defect, and was caused by the homeowner. Horizon View Homes still performed a mold test, and was given a clean bill of health. Regarding the concrete, the homeowner signed multiple documents stating that we do not warrant concrete cracks if they are within variance, and are not structural issues. The cracks reported by the homeowner are within the required variance, and are not structural, therefore they are not covered by our warranty.

  Customer Answer

  Date: 08/18/2023

  Complaint: 20434113
  
  I am rejecting this response because:
  
  Regards,
  
  Clinton Garner

  I have attached current pics of the shower area that show holes in the grout and have resulted in mold. It is also visible on the floor area where the mold has come through the grout from the concrete pan area. In response to their mold test and the water technician who tested for a leak. The mold that was present was under the wall from the bathroom to the bedroom. The tack strip was replaced, floor boards replaced on each side, wall cut out and replaced in bathroom and then they had a crew that came in and sprayed some type of spray that they say removed or stopped the growth of the mold. Then they tested it for mold.

  You can also see cracks in the wall of the shower on the ceiling and the wall, which indicates water that has made its way behind the wall and into the dry wall and has caused the drywall to crack the walls. We expressed to Horizon View Homes on multiple times that the leak took 2.5 months to show itself and two of Horizons View Warranty personnel agreed that the pan needed to be torn out and re-poured. Also, the company that performed the water leak test only came out once and filled the basin and said "nope no leak." I expressed to him that the leak is slow and took time to show itself. The original leak ran a route under the wall and into the bedroom, this was 2.5 months after we moved in. Their rep came out multiple times and told us they were working on getting a crew to tear it out and replace it. We did not use this shower for over a year months and continued to be patient. 

  That is just one of the items that needed attention. They used the furnace during construction to keep the house warm. This is ok but the code indicates that if this is done the home builder is responsible for cleaning the entire furnace out prior to move in. This was not done and my family and I were breathing this material being pushed out from the furnace for over a year. They finally brought a company in and the rep showed me the stacked up material in the furnace. This caused respiratory concerns and also caused undue wear and tear on the furnace. Let's keep going, we have more. A light in the laundry just fell out of the ceiling, they never put it in right and had to come out and rig it up. There was a hole between our roof and shingles that had to be covered but not noticed until after months. Garage doors never secured and this caused undue wear and tear and one garage door began tearing at the top panel. That had to be replaced along with all the rails on each door. We also found in the main shower upstairs areas where grout was left out and had Horizon View correct that. One sink in the master bath stopped working and needed to be replaced. All light bulbs in the house have needed to be replaced. Two doors in the house had different finish colors and had to be redone and Horizon View wanted us to pull our cars out and spray the doors in the garage, that didn't happen. They never shimmed the man door in the garage and this left no support for the load bearing that was coming down on the door. The front of the house does not have z-flashing installed but the sides of the house does. Horizon View actually brought out new siding and z-flashing and then later said "they did that to appease me." These remarks are directly from their rep Matt, who is unprofessional, disrespectful, and just one big problem that has not followed through as he said he would. We have been very patient and Matt at times would not return our calls for days, I would need to give multiple updates of the same information over and over again. I have more and the inspection report to prove it, which was sent to Horizon View homes as well.

  As for the concrete, we have multiple cracks in our concrete. Let's start outside, cracks in the front step that have been sealed with different color sealant and looks very bad, cracks in the driveway, cracks in the rear patio. Inside, we have cracks that run the entire length of our garage floor, this has all occurred since move in date, March 8,2022. I would be willing to meet with a rep other than Matt and have tried to cal Than and he has never returned my call. i was told I could email someone higher but no one had that individuals number. This company is why so m any people have spoken about them in a negative fashion, they built houses with no regard for longevity but just to collect more and more money for how many houses they could build. A complete failure for the consumer and they should be held accountable.

  Business Response

  Date: 08/22/2023

  There will be no further action on our part. 

  Customer Answer

  Date: 09/05/2023

  We do not agree with this message put on the BBB website. They did not resolve our issue. They chose to not address it at all. Please, post that builder refused to address the issue. 

  Thank you.

   

• Initial Complaint

  Date:06/02/2023

  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.

  We have contacted Horizon View Homes with multiple warranty claims each one came from an inspection report. They have gone through so many warranty people that there would be months of no contact. However, we have had nothing but issues with each person they have sent out requiring us to take off 3+ weeks at this point. Most recently nail pops had to be fixed, we were told this was from shifting of the house, however, other drywall professionals have stated the manner in which they were all lined up would suggest something else. They came to fix these nail pops and drywall cracks and within two weeks the same issues occurred. On the inspection report the furnace needed to be removed from the upstairs closet and fire proofing finished. They stated this would be a three day job and that an electrician, plumber and the HVAC team needed to come out. Well the electrician didn't show so the HVAC person did the electrical portion. Day two the unit was totaled. Instead of reconnecting the return and furnace using a new connection the technician just cut out the old one and taped it back in then just slapped a ton of glue all over it. Next improperly connected the gas line and did not put a sediment trap off of the unit (which is code) and on top of that there is a leak coming from the connection. The gas line and electrical line are installed right on top of each other (completely against code and a major fire hazard). Fourth- The plumber who came out to reconnect the gas line said that the gas line was jammed against the wall causing the flex line in the wall to kink. Which is a major concern for leaks per him and the flex hose for the connection to the furnace is way too long and should not be used. Fifth- The inside of the unit is completely filthy and has a ton of debris, dust, screws, wire nuts, PVC shavings. This unit was to be cleaned after installation and was clearly not. As well as the area around it. There are shaving and glue all over the place.

  Business Response

  Date: 06/07/2023

  Horizon View Homes is aware of this issue, and has reached out. We are currently working on a solution with the home owner. 

• Initial Complaint

  Date:05/04/2023

  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.

  We noticed one of our window wells was showing signs of rust. We found when the house was built by Horizon View Homes in Aug, 2020 they secured the window well into the foundation into rebar causing electrolysis. I submitted this to Horizon View Warranty but they are refusing to fix what they caused. I asked to speak with a supervisor but have not heard back from anyone. The issue is caused by grounding of the concrete rebar and contact between the window well mounting bolts and/or window buck with the concrete rebar. When an electric circuit is established between the house and soil with the window well acting as the grounding element the window well becomes a sacrificial anode and will experience accelerated corrosion. This needs to be fixed and was caused when the window well was secured to the foundation by Horizon View or their subcontractors.

  Customer Answer

  Date: 05/04/2023

  Per Horizon View Warranty dept. Amy S****** it is not covered under warranty including structural warranty.

  Business Response

  Date: 05/10/2023

  Horizon View Homes has contacted this home owner, and are working on scheduling a time to assess this issue, although not structural and despite being out of warranty. Our team will work with the home owner on a resolution that is satisfactory for all parties involved.  

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me if they follow through in a timely manor as the issue continues to get worse.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:03/03/2023

  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.

  Builder refuses to address problem with foundation. I forwarded a copy of the structural engineers report that shows that there is a two and a half inch variance, which, according to the engineer and my lawyer is well beyond acceptable levels.

  Business Response

  Date: 04/07/2023

  Horizon View Homes received your home inspection report on 11/12/2021. At that time we sent our Customer Care Representative out to meet with you, and our engineer was sent to your home to evaluate the crack. It was determined in your original inspection report, and by our engineer, that the crack was not a structural issue. Our engineer's report stated, "The crack in the basement floor slab is unsightly, but the crack has not impacted the ability of the slab to conduct its one structural purpose - to prevent the bottom of the basement foundation walls from sliding in." Our team offered to have this repaired, and you declined our offer.