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:07/12/2023

  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.

  I hired GJ Gardner to build a home for us. The workmanship has been shoddy, bordering on defective. The builder agreed to fix several issues with roof damage that the stucco installers did, or pay me ***** dollars to have it fixed. The franchise owner ************************* has said he was going to send me a check, but has not. There are many warranty issues and unfinished items relating to the house. The project manager ************************* has been unreliable and evasive on getting the warranty items resolved. A partial list of unfinished items include. stucco issues, roofing issues, cabinets, doors, windows, painting, concrete, exterior clean up to name some of the items. We just get excuses from **** on why this stuff is not getting resolved in a timely and professional manner. We are hoping for BBB to give us some assistance, before we take further actions with complaints.

  Business Response

  Date: 07/21/2023

  7/21/23 
  Re:ID ********
  Re:  ************************* Complaint
  
  We are in receipt of the complaint filed by ************************* on 7/12/23 at 5:30 PM.  Please find our response to the issues below:
  Regarding the $1500 payment.  To give you some background, the roof was damaged a bit by the stucco guys as they did the stucco work on the 2nd floor (the 2nd floor recesses from the 1st floor and the only place that work could be done was standing on the 1st floor roof).  The roofing team was going to repair the roof when the weather broke (there has been record rainfall in May and June of 2023).  During one of the storms hail damaged the roof such that it was a full insurance claim.  ****************** asked that we use the funds we were going to expend ($1500.00) on the roof repair to reimburse him rather than do any roof repair.  We agreed to that.
  We prepared and sent check on 6/20/23.  On 7/12/23 at 10:51 AM (the same day approximately 6 hours before filing the BBB complaint) ****************** sent ******************* a text requesting the check.   As I was in meeting most the day, I responded that I had sent the check and gave him the same information as per above.   As he did not have the check I offered to cancel the check and reissue it.  We did re-cut the check and ****************** picked it up from our offices on 7/13/23 in the AM.
  

  With respect to the warranty work identified above.  The vast majority of it was scheduled about 3 weeks ago.  The homeowner was notified of the date at that time.  The work was scheduled for 7/17/23 (Monday of this week).
  
  Regarding the individual issues:
  Stucco Issues  There were some stucco issues that were corrected on or around 6/8/23.  There are no further outstanding stucco issues to our knowledge.  
  Roofing Issues  As is stated above, after handover of the home, a storm destroyed the new roof.  The homeowner is working with his insurance company to have the roof replaced just as any other homeowner would in similar circumstances.
  Cabinets Issues  Our cabinet team has ordered and replaced parts on at least four occasions.  Additional issues have been identified by the homeowners.  The Cabinet team is awaiting manufacturers parts to complete the latest issues.  Once those are received the additional items will be resolved.
  Doors  During the hard driving storm (the property is rural and sits on a higher site) there was some water intrusion, which is not completely uncommon in areas like this.  To address this we have replaced weather stripping and raised the thresholds (that work was done this week after originally being scheduled for 7/10, but the customer was not available at that time).
  Windows   Our window vendor did miss the original date in June.  We have discussed this with the vendor.  They did show up at the scheduled appointment on Monday 7/17.  Unfortunately, they did not have some of the necessary parts.  They have ordered what they are missing and we will work with them and the homeowners to get things installed as soon as we can.
  Painting The remaining painting issues relate to exterior touch-up.  Typically, paint is the final issue on any warranty follow-up.  We like to do a walk with the homeowner and the painter to make sure that all paint issues are agreed upon before the painter comes out to do the work.  We attempted to schedule this for 7/25 but do to homeowner availability, the walk will be done on 7/30/23.
  Concrete  There was a crack in a section of the sidewalk leading from the driveway to the garage service door.  As is called for in the warranty a repair was made to that section of the sidewalk.  The crack persists and we have agreed to replace that stone and will do so.  Our concrete team was to be there at the appointment scheduled for 7/17.  Unfortunately, they had an issue and were not able to be there.  We are attempting to secure a new date for that work to be done.

  Customer Answer

  Date: 07/31/2023

   Please do not close this complaint yet. I would like some more time to respond to the responses from GJ Gardner. There are some inaccurate statements *******************************, and there are several issues that are unresolved as of yet.
  
  Here are 3 examples: There are indeed still stucco issues. The retaining wall in the back has stucco that is failing on the top edge. I notified the project manager *********************** of this issue a few weeks ago.
  
  We are still waiting for the warranty work on the cabinets. We keep getting pushed back due to various different excuses.
  
  The window and doors were supposed to be addressed 2 weeks ago. The vendor came out without the promised window screens and door plugs.They were unable to adjust the sliding door at all. The French door has significant water damage from when it was leaking. We are being told that is normal. The door looks like it is 20 years old. We moved into this new home 4 months ago. There is some serious concerns on our part that the doors were installed correctly. The sliding doors in the basement still does not close correctly. We would like the manufactures rep to come out and look at the doors.
  
  One thing that is actually resolved is that after the complaint was filed, they immediately wrote me a check for the ***** dollars that was owed to me. Than you for helping me get that issue closed out.
  
  *************************
  

  
  

  Business Response

  Date: 08/25/2023

  Regarding the comments in ******************** response, see the answers below:
  

  1.  Regarding the Stucco issue.  The only item that has been identified by ****************** that does not meet industry standard has to do with some Stucco on the top of a retaining wall.  We originally had the scheduled for 8/23, but the person scheduled to do the work had an accident at work.  The stucco contractor is in direct contact with the customer to reschedule that work at a time suitable for the homeowner.
  2.  Regarding the cabinets.  There are a # of parts that have been ordered to make the necessary adjustments.  Those parts have been taking longer to receive than anyone anticipated.   In our last conversation with our cabinet vendor, the parts are due to come in next week and the cabinet vendor will be working directly with the homeowner to schedule a suitable time for installation.
  3.  With regards to the screens and door plugs.  One of the screens came out damaged.  That has been ordered and is on site at the window distributors.  The decision was alos made to replace a door panel and a deliverday date for that is being confirmed.  Finally, the the distributor has the plugs and will bring those out with the rest of the replacement parts. 
  4.  As for the sliding glass doors, that issue was rectified on 8/15/23.
  5.  With regard to the French door the manufacturers rep was able to come out on 8/15/23.  He determined there was nothing wrong with the door itself.  He did make some adjustments to the door to improve its performance.  The door will now be repainted.

• Initial Complaint

  Date:03/21/2023

  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 chose GJ Gardner to build a custom home for ** in ******, ********. We have had so many problems from start and still is not finished. The project Manager lacks attention to detail, lies constantly and is full of excuses. We received our ** in October and we are still trying to get them to finish walk through items. The siding on the exterior of the house looks awful and was installed wrong. The dirt around the septic system is collapsing walls on the interior are not plumb texture job was atrocious along with paint. We could go on for days we have asked several times to be updated on completion dates and are given excuses. The ** doesnt write anything down so when contractors come to do work they are not sure of scope of work. We have had to take time off of work to let contractors in the house and explain to them what needs to be done. The project Manager **** doesnt communicate with his contractors so there are multiple trips to fix simple jobs. There have been multiple callbacks because **** does not pay attention to detail. He will walk in the front door and ******* everything looks good. This was supposed to be our Dream Home but has been nothing but a nightmare dealing with GJ Gardner. STAY CLEAR

  Business Response

  Date: 04/28/2023

  BBB Great West + Pacific representative -

  I would like to formally request that this complaint be rejected. **************** has been an intolerable and inconsolable. Our local ** Gardner Homes builder has exercised every effort to communicate and remediate all issues. Please see attached email communication document that illustrates the level of punitive attitude and irritability from this client. I, my Regional Director (***************************), and the local franchise owner (*******************) have sought consistent communication and alignment with Mr. and *****************, but they continue to criticize the work completed on their home. Even after manufacturer reps have been dispatched to verify the workmanship and installation, **************** in his relentless pursuit to ***** the ** name in Coloraod.

  I'm formally requesting that this complaint not be posted. If, however, you should choose to post this response, we have already built a response to address the issue, but fear that it will only intensify the BBB battleground status as **************** has clearly chosen to take this matter into a more personal, rather than professional, level.

  Respectfully,

  ******************* (President)

  ** Gardner Homes - ***

  Business Response

  Date: 05/10/2023

  RE: ****** Home Build and subsequent complaint

  
  We would like to formally ask that this complaint be denied for posting. First, **************** is not a party to the building contract with **** Gardner Homes in Adams County; only his wife ******* is a named client, and we have not heard from her on many of the "issues" addressed in the complaint directly. While we understand that ***************** may have elected her husband as a 'representative' to communicate issues, when present, ***************** is far less combative and snide in her questions and reactions. Consequently (and most importantly), there have been some primary steps taken to ensure a quality home has been built and turned over to this client: a primary walk list was developed and executed, a follow-up walk list was drafted and executed, a 3rd party manufacturer's representative was called to the site to verify the siding installation (awaiting documentation, but the verbal validation of proper installation was given to homeowner and us), and lastly, a 3rd party inspector (hired by the homeowner) noted 22 recommendations from a field of over 150 inspected items. Again, these items have either been addressed or are in the process of being remedied.
  It's our official stance that the ****** build did have some lingering punch list items, but all of these have been discussed and most of them remedied with urgency. While it has been communicated repeatedly, some of the remaining issues have simply been in limbo - not out of some form of neglect - but out of environmental constraints, as applications of some caulk and other related issues require certain conditions to address and resolve effectively. While it's understandable that waiting for minor issues like this to be completed can be irksome, a level of reasonable tolerance must be applied to these situations as a consumer. Communication has been consistent even when daily emails and calls reached the point of harassment. We've repeatedly followed up on repairs to ensure understanding and validation of the work only to be met with hostility and verbal abuse.
  At this point, we're in the final stages of clearing up any remaining punch list items, and we see this complaint as ***** leverage to force untimely fixes and ****** for the sake of causing duress. ******************** unreasonable expectations have manifested into a personal vendetta against our company instead of a simple and constructive feedback dialogue between parties, a standard cadence of activity during the custom home-building process. 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19632966
  
  I am rejecting this response because: GJ Gardner has told nothing but lies made excuses constantly and has decided to not fix things that should have been addressed from the beginning.  They have hired unskilled contractors for example framing crews instead of siding companies to install siding.  My wife and myself have addressed issues with communication and have asked to have the owner attend walk throughs but were ignored.  We have dirt flying in the house from the exterior and were told its normal.  We have had issues with the windows and have been waiting 5 plus months for them to get things fixed.  They have left materials on our property that got damaged and still tried installing it.  These Builders need to be held accountable for the mistakes they make.  They do not respond to correspondence in a time full manner therefore we are forced to call or email multiple times a week.  They are choosing not to deal with me because I know construction and can tell when they have tried to hide mistakes.  I just want to get the quality home we paid for.  My wife is so stressed out she asked for me to deal with ************** and the ***  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/18/2023

  We would like to enter into arbitration. Please inform on next steps to enact this. 

  Thank you!