Complaints

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• Initial Complaint

  Date:02/17/2025

  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 purchased my home new construction coming up to my 1yr date.02/28/2025. We are supposed to report any issues we are having with the home. I reported within 1yr warranty agreement a constant noise complaint. During the summer no problem. The noise is generating from the heating system. I contacted the heating company they came to my home 3X and notated on service order they can hear the noise & they determine they need to open the ceiling to insulate the duct work to stop the noise. I reported this to the powers to be at Benchmark. A rep came out and stayed for 5 minutes turned my heat down and said it was up to high. I should be able to turn my heat as high as I choose without hearing noises. The rep never followed up to ask if I am still hearing the noises. I then reached out to a higher authority to no avail. Benchmark does care about customer service or wanting their owners to be happy and satisfied. I then reached out to the warranty company, and it states in the warranty if a noise in the ductwork continues that this a deficiency and that steps should be taken to eliminate the noise. I have 2 months of recordings of the noise. The warranty company presented their findings to Benchmark, and they are still refusing to resolve my issue. I am now going to have to take further action which will probably cost me money. I cannot believe I paid all this money for a new home, and I am expected to just live with the noise. I regret purchasing this home from Benchmark there have been other problems also. I am sure Benchmark has had to do some repairs not all the homes they have built were perfect. I have been treated very poorly regarding my problem. They do not respect the warranty contract which is included in the cost of the home. BAD BAD BUSINESS. !!

  

  Business Response

  Date: 02/24/2025

  Benchmark Builders stands behind the homes we build.  Each home is backed by a warranty with the
  Residential Warranty Corporation (RWC).  We
  have always honored any repairs or corrections needed to comply with the
  warranty for all our customers. 
  Occasionally, we encounter a customer who refuses to accept that an
  issue is not warranted or requiring repairs. 
  That is the case here.
  
  We received a customer service request from the buyer
  stating that she heard a noise in the walls, and thought is was a possible
  plumbing leak.  Our customer service
  manager visited the home and determined that the noise was not a leak in the
  plumbing system.  Instead, is the was the
  faint “ticking” in the ductwork that is normal when a heating system is turned on.  The metal ducts expand slightly when the heat
  comes on and makes a faint noise, usually a ticking sound.  The same happens when the heat turns off, as
  the ducts then cool down.  That is normal
  for any and all homes built using metal ducts, which is most if not all homes
  built in the area.  The RWC standards
  acknowledge that those ticks are normal and are not considered a warranted or
  actionable item.  Our manager
  demonstrated that to the buyer at the time of his visit and explained the
  warranty to her.  At the time, we assumed
  the issue was resolved.
  
  At a later date, she took it upon herself to call the HVAC
  company directly complaining about the noise. 
  They responded 3 times.  The first
  time with a tech, the second with a shift supervisor and the third with the
  company Manager.  Each time they told and
  explained to her that the noise she heard was normal and not a warranted
  item.  They did NOT determine the noise
  was warranted and needed to open the ceiling to make any repairs.  Their service ticket states that the noise
  occurs during start up and cool down of the system, confirming that the system
  is operating within warranty standards. 
  Apparently, she wanted the HVAC contractor to tear out the drywall and
  work on the ducts, which they would not do.
  
  The buyer indicated that the warranty company made some kind
  of “finding” or conclusion in her favor. 
  That is NOT the case.  RWC has
  gathered information from the buyer and Benchmark.  They have offered the next step to resolve
  the issue to the buyer, which would be arbitration.
  
  We’d like to add that there are no outstanding warranty
  issues with the buyer. She stated that there are “other” issues with Benchmark
  and her house.    However, the only other
  issue previously reported to us had to do with her yard.  That issue was caused by one of the cable
  companies not affiliated with Benchmark. 
  We took care of the issue anyway, long ago.
  
  Our representatives have maintained complete professionalism
  during any conversations with the buyer. 
  The same has not been the case for the buyer’s language with us.
  
  Therefore, we disagree with the buyer that her issue is a
  warranted item.  The reality is, that the
  buyer could have someone rip out drywall and try to stop the faint ticking, but
  there is no guarantee that the faint nose will stop.  It’s a matter of physics.  The metal ducts expand and contract with
  heating and cooling.
  
  Thank you

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue.  For your reference, details of the offer I reviewed appear below. I read the response let's start first with the untruth's. The RWC warranty Section 3 -10.15 under 1 year if the noise consists to take steps to resolve. Your representative came to my home for 5 min saying noise is faint it is not. He turned my heat down and left. WOW PROBLEM RESOLVED !! The answer would be NO. I thought then it may have been a leak. Your rep said no leak. I contacted the HVAC/HEATING on my own to resolve. They came 3X and agreed they could hear the noise and recommended to open ceiling at trunkline to repair. It is written on work order. No I did not want my ceiling opened up but they recommended that was the way to remedy the situation to stop hearing noise all the time in my master bedroom. If that is what needed to be done I wanted the noise to stop. Your rep did not explain anything about the warranty. You are going by what he tells you again untruth's. A good service rep would at least contact client back to see if they are still having issues. I have months of recording of the noise daily. If it was a temporary noise, I would not be complaining but it is ongoing. What part of that you do not get? Your rep is not professional at all my new neighbors have been here less than 1yr and have had run-ins with your rep. Just ask them? Yes, I used bad language with you due to my frustration when I realized talking with you was futile. Neither you or your rep resolved any cable issue for me, again untruth I called my self & got my issue resolved. My new home has become a nightmare. I moved here for peace and quiet inside my home and outside. Again I regret purchasing from Benchmark.  BAD BUSINESS and CUSTOMER SERVICE. UNHAPPY NEW HOMEOWNER!
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  Regards,
  Complaint ID: 22953707
   
  
  
  
   

  

  Business Response

  Date: 03/06/2025

  We stand by our previous statement.  We are following the provisions in our contract with the buyer.  They heating system in her home performs properly and performs the same as every other home in Delaware and surrounding areas.  It meets all Warranty and Building Code requirements.

  Thank you.