Business Profile

Home Builders

Kolter Homes

Headquarters

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Complaints

This profile includes complaints for Kolter Homes's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

26 total complaints in the last 3 years.
13 complaints closed in the last 12 months.

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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:07/05/2025
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.
My wife and I searched over a year for the right lot at Cresswind at **********, a Kolter Homes community. We were promised that the house would be placed and oriented on the lot so as to not be so close to the next home and oriented to face the street for the desired aesthetic. Well apparently the sales team was not privy to the house placement on the lot which was allowed to be placed where we were told it would be. We were told the placement cannot be changed. In addition to that we called out that it appeared when the footer boards were place they did not match the approximate 8 feet from our lot line and was told they will ensure it matches what was on the lot plan. Well here we are weeks later just a head of pre-drywall inspection and we need the house does not match the placement as is approximately 3 feet closer to our neighbors home being built and they will be looking directly into our bedroom. Two wrongs, but Kolter can make it right. We are sure this lot will make someone a great home, but this was not what we were promised. Kolter please refund our deposits and release us from the contact so we can start again to find a home that will meet our requirements.
Customer Answer
Date: 07/05/2025
If the company makes good on my complaint, can I redraw it or cancel it?
Business Response
Date: 07/18/2025
Thank you for the opportunity to respond to this customers concerns. We take all purchaser and homeowner feedback seriously and have reviewed this matter thoroughly.

We are sympathetic to our customers concerns; however, we respectfully disagree with the allegations.The Cresswind at ********** team has met with the homebuyer on multiple occasions, including most recently on 7/16/25, to address their questions regarding house placement. The home was staked and verified by a licensed surveying company prior to placing the concrete foundation to ensure proper placement. Final onsite measurements confirm the placement of the home is compliant with all applicable setback requirements and within 1 inch of the approved site plan.

Therefore, we decline the request to refund the deposits or otherwise release the contract. As such, we consider this matter closed.
Customer Answer
Date: 07/18/2025

Better Business Bureau:

I big thank you to Kolter/Cresswind at ********** for meeting us on site. to explain what we thought was a property line stake, was more likely a survey stake. I sincerely apologize for the misunderstanding and look forward to Kolter building us an outstanding home. Thank you again for the explanation and partnership to address this.

Sincerely,

****** ******
Initial Complaint
Date:05/01/2025
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.
We closed on our house 8/15/23 in Cresswind *******************. When we moved in, we noticed the poor sod installation was laid down on very uneven clay ***** I have pointed this out to numerous Kolter managers since closing and to the representative of the landscaping company. The first 3 times we were told the entire yard would be leveled with sand and given time frames it would happen. Last fall we were told it would be early spring. Again, nothing happened. I had mentioned to Kolter management that I have osteoporosis and also have very serious health conditions which make my risk of falling high and that I almost fell 4-5 times already. My last communication with them was on 4/16/25 in an email indicating I would file a complaint with BBB if nothing was done by 5/1/25. So here I am. No response from Kolter or the landscaping company. The struggle to get Kolter to fix issues is beyond belief. Many of the homes here have the same issue.
Business Response
Date: 05/28/2025
Thank
you for the opportunity to respond to Ms. Pritchard’s concerns. We take all
homeowner feedback seriously and have reviewed this matter thoroughly.

We
are sympathetic to Ms. Pritchard’s health concerns and understand her desire
for a safe and level yard. However, we respectfully disagree with the
allegations and characterization of events. Our records indicate that the
homeowner’s initial yard concerns after closing related to
drainage—specifically standing water between properties—not levelness of the
yard. In response, we had a French drain installed to address the issue.

Concerns
about the levelness of the yard were not brought to our attention promptly
after closing. Instead, concerns about the levelness of the yard were brought
to our attention later, after Ms. Pritchard had hardscaping installed in both
the front and rear of her property, which changed the yard and we believe
affected the yard’s grading.

Given
the nature of the homeowner’s post-closing modifications, and the absence of
timely notice or supporting evidence, we do not believe we are responsible for
the current condition of the yard. Therefore, we will not be taking further
action and consider this matter closed.
Customer Answer
Date: 06/02/2025
To: Better Business Bureau 06/02/2025
From: Consumer Rebuttal in regards to complaint
#23274551
Thank
you for the quick response to our complaint and we want to also thank Kolter
for replying promptly. That being said, we disagree with the reply from Kolter
and would like to share with BBB the documents that clearly point out Kotler’s
reply is incorrect.
Point
1
Paragraph
2 of Kolter response was that our initial concerns were related to a drainage
problem we had between houses and not that of the unevenness and poor sod
installation. We respectfully disagree with that comment. The drainage problem
was a totally different problem. Our initial concerns, having to do with the
yard, were on the poor install and unevenness of the sod installation. Kolter
did fix the drainage problem by installing a French Drain to correct the improperly
grading/leveling of our lot and our neighbor’s lot during construction. Kolter
would not have spent the money to fix the grading problem if it had been done
correctly the first time. We also made note of the terrible sod installation to
the Customer Experience Advisor multiple times during the build and before
closing and at the pre-closing walk through (August 15, 2023) and many times to
the former and current Warranty Manager during the twelve month warranty period
after closing. All of Kotler’s managers verbally confirmed that sand
would be put down to correct the leveling and deep holes in the lawn.
Additional documentation will also show that Kolter completed a Phase 1
Topography Project that dealt with the same problem that we are requesting to
be completed in Phase 2 of the Cresswind Wesley Chapel housing development Exhibit A.
Point
2
Paragraph
2 also denotes that they respectfully disagree with the allegations and
characterizations of the events in question. As you will see from attachment Exhibit B the yard
concerns were brought to their attention prior to the one year warranty ending
date (August 15, 2024) set by the actual house closing date of August 15, 2023.
Kolter has a Warranty Portal that all residents are required to enter issues
into so there is a date to refer back to about each individual request. The
specific entry date into the portal on the poor sod installation/uneven grading
of the yard was dated July 7, 2024 and the Warranty Mgr. replied the very next
day and acknowledged the portal entry Exhibit C. We are somewhat mystified that Kolter
did not look at the data in their own system which shows we complied with their
required entry of this issue into the portal before the closing of the 12 month
warranty period.
Point
3
Paragraph
3 says that the levelness of the yard was not brought to their attention
promptly after closing. We respectfully disagree with this statement and from
the day we moved into our new home we have brought to Kolters attention
multiple times the awful job that was performed by the landscaping
sub-contractor that installed the sod at our residence. Furthermore Kolters
additional comment in paragraph 3 that we had hardscaping installed in both
front and rear of the property is accurate. The landscaping company who
performed that installation in no way shape or form degraded or changed the initial
grading of our landscape or the sod that was initially installed. As to their
comments of timely notice and supporting evidence, the attachments will show that
our communication was completed per their warranty timelines and parameters.
Customer Answer
Date: 06/03/2025

Complaint: 23274551

I am rejecting this response because:
Attachments will give the reason for our rejection of the reply.

Sincerely,

Linda Pritchard
Initial Complaint
Date:12/05/2024
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 closed on a new home by Kolter Homes in **************, ************************, on October 7 2024, and Kolter Homes received $700,000.00, and we were told the community mailboxes were not finish and would be finish by November 2024, and Kolter Homes gave us $50.00 for a 3 month post off box to use until the home mailboxes can be use. Now I was told the mail boxes will not be ready until 1/4 of 2025, but the major problem is our address are not in the mail system so no one will deliver to our home, which is a major problem.
Business Response
Date: 12/30/2024
We are certainly empathetic to Mr. ***** situation and are also currently frustrated with the lack of mail delivery to his section of the community. We have tried relentlessly to move the post office through their process for months and are unfortunately at their mercy. The issue of the addresses being put into the system and mail being delivered is not in Kolter Homes control though we will continue to do our part to move it along. We have submitted everything necessary for delivery to begin and understand there are several other developers in the area with a similar issue.
Customer Answer
Date: 12/30/2024
The *********** stated that it is Kolter homes is the problem, I do not understand why Kolter is not in contact with the Head of ******************** I was told that Kolter was waiting for more resident before asking for approval for the Postal Boxes. The *********** is holding our mail in the *********** for pickup by residents, so the post office knows of the address, I believed it is Kolter Homes is the problem. Please feel free to check with the ***********, **************** west
Customer Answer
Date: 12/31/2024
Date Sent: 12/30/2024 3:56:44 PM
The *********** stated that it is Kolter homes is the problem, I do not understand why Kolter is not in contact with the Head of ******************** I was told that Kolter was waiting for more resident before asking for approval for the Postal Boxes. The *********** is holding our mail in the *********** for pickup by residents, so the post office knows of the address, I believed it is Kolter Homes is the problem. Please feel free to check with the ***********, **************** west
Business Response
Date: 01/21/2025
We are sorry that the local post office has given misinformation. We are in contact with numerous individuals at the local and state levels to progress the input of addresses and get approval for delivery. All appropriate paperwork and addresses were submitted months ago and are now in the approval process with the ****. We will continue to push this along as best we can to assist in the delivery of mail for the residents.
Initial Complaint
Date:10/21/2024
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 closed on our newly built home in PGA Verano (in **************) on December 1, 2023. The house comes with a 1-year warrantee. Recent inspections revealed that the attic joists are infected with Powderpost (wood boring) beetles. Due to the extent of the damage, it's obvious that the beetles were present in the wood when the house was being built. Kolter states that my issue is not covered under their warrantee because said warrantee does not cover "pest control". This is not a pest control issue. It's a poor construction material issue. Our family was forced to find temporary accommodations while our house was "tented" and poisonous gas was pumped into our home. We shelled out nearly $11,000 of our own money to have this done. Kolter should reimburse us this amount as well as any legal fees that we may be charged.
Customer Answer
Date: 10/22/2024
Purchase price of house = $528,850
Salesperson: **** **** of Verano Development
Purchase date = 12/1/2023
Date problem occurred: 9/3/2023
Date complained: 9/9/2023
Business Response
Date: 10/25/2024
Kolter Homes takes pride in its reputation in the building industry and its track record of building quality homes both in the ********** community and throughout the state of *******. We have evaluated Mr. ********** complaint and understand the frustration he has experienced in connection with fumigating his home. However, Kolter Homes respectfully denies responsibility for Mr. ********** claims and therefore unable to accommodate his request for reimbursement. This complaint relates to an item (insects/beetles) that is not covered under the parties written warranty. Also, Kolter Homes disclaims in its contract with Mr. ********* any liability or responsibility for damages, costs or expenses associated with insect/beetle activity. We are very empathetic to his situation and wish him the best in his home.
Customer Answer
Date: 11/10/2024

Complaint: 22454751

I am rejecting this response because:
Kolters response regarding my complaint is unsatisfactory. The first paragraph of section 2 of their warrantee booklet specifically states that the warranty provides protection against defects throughout the warranty term. I believe that constructing my roof framing system with wood that contains wood boring beetles is an obvious defect.

Sincerely,

*** *********
Business Response
Date: 11/12/2024
We are sorry that Mr. ********* is dealing with the alleged insect issue. However,Kolter Homes position remains the same, as we are adhering to the executed legal documents that specifically address insects in multiple different sections. Section 3(b) of the Purchase and Sale Agreement that Mr. ********* entered into disclaims liability and responsibility for any damages caused by insects. Section 3 of the Non-Warrantable Items Addendum signed by ************ states that there shall be no warranties provided for damage associated with insects. Additionally, Section 2(o) of the 2-10 Warranty Booklet referenced by Mr. ********* specifically excludes coverage, damage, and loss caused by insects. While we are empathetic to Mr. ********** issue, what he complains of is not something covered. Therefore, based on the terms of the executed documents, we consider this matter closed.
Customer Answer
Date: 11/20/2024

Complaint: 22454751

I am rejecting this response because:
To absolve yourself of responsibility for building my home with bug infested wood because you inserted a couple of words in the many pages of legalese that we are required to sign at closing is not the sort of thing that honorable people do. I realize that I have no shot at fighting a company in court that has nearly a billion dollars in revenue per year so congratulations to Kolter. You beat a couple of retirees out of $11,000. You may consider this matter closed but I do not. I will be contacting congressional representatives, the governor's office, media, and anyone else that I can think of. I will continue to hand out flyers telling prospective buyers and current homeowners what you have done. I will trash you to everyone I know for the rest of my life. It may not get me my money back, but I will sleep better at night. Will you?

Sincerely,

*** *********
Initial Complaint
Date:07/20/2024
Type:Order 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.
Since purchasing our new home 12/20/2021 we have had repeated cracking of over floor tiles. To this date 35+ tiles have been replaced. During the replacement process I discovered that floor tiles installed over the concrete slab joints were not properly installed. No uncoupling membrane was placed between the tiles and the concrete slab to stop the concrete shifts from transferring to the tile above. Tiles continue to crack and Kolter is no longer replacing the cracked tiles.
Business Response
Date: 07/31/2024
We are writing in response to a complaint filed by **************** regarding tile issues in his home. We understand his frustration and want to clarify the steps we have taken to address his concerns. *************** closed on his home on December 23, 2021. Since then, we have diligently worked to resolve multiple tile-related issues, including:
Pre-closing repairs: Several tiles were replaced before closing due to cracking during the construction process. March 2022: Addressed 9-10 pitted and defective tiles. August 2022: Repaired "hollow tiles" by the sliding glass door. November 2022: Replaced 23 cracked tiles in the main living room, including adding underlayment as a crack suppressant. March 2023: Replaced two tiles with incorrect dye-lot and provided a grout stain for the entire main floor as a courtesy. It is important to note that Mr. ******* warranty expired in December 2022.Despite this, we made an exception in March 2024 and agreed to replace three cracked tiles in his master bathroom as a courtesy. Unfortunately, we were unable to find an exact match for the replacement tiles, and **************** rejected the closest available options. We have consistently demonstrated our commitment to resolving Mr. ******* concerns, even going beyond our warranty obligations. We believe our actions clearly reflect our dedication to customer satisfaction.
Customer Answer
Date: 08/01/2024

Complaint: 22017966

I am rejecting this response because: Kolter's statement "Unfortunately, we were unable to find an exact match for the replacement tiles, and **************** rejected the closest available options". Is inaccurate, I have never rejected the closest available options. I've verbally and in written response made Kolter aware of my position and to this date I am still waiting for Kolter to implement corrective action.
The reason for the subsequent cracking of the tiles is due to improper installation of tiles over expansion joints in the concrete slab. This is why 33 cracked tiles have been replaced to this date.
I've attached emails to Kolter on the subject statement.

Sincerely,

***********************
Business Response
Date: 08/06/2024
After the response we received from **************** our Warranty Manager for Cresswind **********, *********************** reached out to **************** directly. They had a very good conversation ad all of the miscommunication got cleared up. *************** is happy with the solution we agreed to perform for him and will be scheduled later this week with our Tile Vendor.
Initial Complaint
Date:05/11/2024
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.
After much anticipation, Kolter emailed new lots were available. We went the next day, after receiving no response from email requesting an appointment. Our initial pick was sold. We settled on lot 679 which was $10,000 more. In good faith, we put the required deposit of $73,224 down. May 5, we visited the lot. To our shock there was an excavation pit bordered by black fencing behind our lot that was greenspace when we purchased. **** spoke with ***********************, sales, and he said it was a concrete clean out area. He wasn't told..was his response. Our grievance -No one informed there would be a concrete clean out with loud noises and an eye sore behind our house. This level of living experience is not in line with the right to enjoyment of personal property which is the right for every citizen. That information should have been provided ahead of time to enable a fully educated decision and have the right to choose a different lot when more were available or not purchase at all. Before we delivered $73,224 In reality, we would not have purchased a lot. ****** said he would try to get the $3500 transfer fee waived. We requested $3000 reduction on a more expensive as choices had dwindled. He'd ask, and said we had every right to be upset. I followed up numerous times. No answer. Thursday, May 9 and still did not have an answer. Response - I will contact you when I have an answer. I asked for address of their DM. More lots were under contract. There were only 8 left which we didn't want the first time. Thurs, May 9 viewed what was left. ****** called, he wasn't told, lot change was now $750 not $3500 and not be getting a price reduction. Time cost us so we agreed to change to a substandard, inferior lt. ***** experiences have created a loss of trust with Kolter. We are not confident of a positive experience going forward due to apparent deceptive practices. We offered a remedy with no counteroffer to rectify their offence.
Business Response
Date: 05/23/2024
Buyer purchased a homesite on 3/18/2024. Buyer determined they wanted to change homesites on 5/9/2024 due to a condition that was present prior to their purchase. Changing homesites is outside of what we typically allow. We accommodated the request to change homesites. The following week buyer requested to change homesites for the second time. We are working with the buyer to resolve this.
Customer Answer
Date: 05/27/2024

Complaint: 21698593

I am rejecting this response because:
I have read Kolter's, response and found it to be inaccurate. Apparently not written by anyone onsite.
First, the lot showed no indication of a concrete washout at the corner of the lot. It was a pile of dirt that looked like further landscaping would be done. We discovered the black fencing, gravel and further eyesore months later(after several site visits to show our friends) and asked ***********************, the sales rep, what it was and he said it was a concrete washout. He apologized that he was not aware of that when we signed the contract.
We were NOT aware at the time we signed the contract of this situation, months later!

Second. I offered to switch properties to the one we ultimately ended up with. There was no response and I later found when talking to *********************, sales supervisor, that he had no knowledge of such request.
Their delay and lack of communication led to our trying to make the best of a bad situation. We took the second property because they had NOT made any effort to rectify the complaint and we were running out of options.
Kolter responded only after we made the formal BBB complaint. In their response, ********************* (representing Kolter) asked us if we wanted to cancel the contract and get a refund. We were so frustrated, we said yes and were told they would refund our down payment and cancel the contract. Two days later *** called and told me he could not cancel the contract and refund our money.
When I mentioned my original suggestion to take lot 681, he accepted that option. We later discovered we had to change house design because of elevation requirements that were not in our budget, and were charged $2500 administrative cost for that change. However, their response to BBB was inaccurate. We much would have preferred a cancellation as agreed by sales, but we are willing to accept the compromise. Decent lot, not our preference of a house plan which turned out to be more expensive per square foot when you add on a comparable covered porch to our original house plan.
Sincerely,

**** And *************************
Business Response
Date: 06/04/2024
We have been working diligently with Mr ***** ***************** and a resolution is in process.
Customer Answer
Date: 06/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** And *************************
Initial Complaint
Date:02/25/2024
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.
On 6 June ************************************************************* August 2023, the home had want is now being called foundation issues. Since August 2023 up to March 2024, the homes foundation is sinking in the back end and caused a complete disaster area in the master bedroom (sunken flooring, splits in wood floor, large cracks in drywall and window frame molding, falling plaster from ceiling and door won't close. Over the past 6 months all the crown molding corner, door and window frames and base floor molding is separating. The wood floors, outdoor post/columns, island and kitchen cabinet molding are separating, For 7 months i have been uploading pictures of these issues which get worst by the day. I was repeated told these are settling cracks and would be addressed at the 11 month walk through. Finally in January 2024 a warranty manager came out to review these conditions. Since then engineering studies and soil samples have been collected, but issue and recommendation has not been shared. This is my 5 new construction and never have their been these types of problems. This is faulty construction and lack of adequate quality control. Everyday we have to watch our new home come apart! We are frustrated, angry, and emotionally drained. Even if they can repair this faulty foundation there remains fixing all the interior and exterior problems. We are just an annoyance to Kolter being asked to be patient. We have little confidence in the repair options lasted past the 10 year warranty. I am a disabled veteran and these issues are severely affecting my disabilities. No one in Kolter management, has contacted us to discuss these issues and their affect on our well being. I am considering all my options and wanted to make these issues known. No one would accept this level of poor construction and customer support, especially paying over $600,000 for their home. I want Kolter home to acknowledge poor construction and compensate us for living in these conditions.
Business Response
Date: 03/05/2024
We have been in contact with the homeowner and have acknowledged an issue in the home. We are working through resolving this issue in accordance with the warranty and agreement process.
Customer Answer
Date: 03/06/2024

Complaint: 21344045

I am rejecting this response because: This is a faulty construction issue not a warranty issue. Kolter home represented started that there a multiple inspections during each step of the construction process. However the new home foundation is built on compacted soil which is ether not the correct mixture or not compacted correctly. The soil was definitely was not inspected correctly prior to poring the foundation. Kolter wants to call this a warranty issue when the identified issues where identified to their representative within 60 days of moving into this newly constructed home. Kolter home did not address my additional complaints regarding current living conditions nor considerations for their poor oversight. I do not appreciate Kolter home sending a canned response "the home owner has *** contacted and informed this is a warranty issue is being worked". I want acknowledgement that this is faulty construction of the foundation, not a simple warranty issue! These interior issues associated with the faulty foundation is affecting both my wife and myself emotional conditions. As a disabled veteran, living in a newly constructed home that has over 50 needed repairs and counting is horrible. Kolter Homes has not taken accountability for these conditions or communicated with us in good faith. Hiding behind their "contract home warranty" is not working with us the home owners or providing answers to the issue i identified. Homeowners are normally required to move furniture in order for warranty repairs to get done, these are not normal repairs, nor can i as a disabled veteran, move any furniture. To spend the first 12 months on living in a newly constructed home watching the home come apart is not reasonable.

Sincerely,

*************************
Business Response
Date: 04/02/2024
We have met with this owner and presented a plan of action which customer has acknowledged. Work should commence around mid-April.
Customer Answer
Date: 04/03/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:01/11/2024
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.
Signed to build home 2/8/2022. Home completed 3/21/2023. There is water running off the hill behind our house. Kolter was to plant a barrier to keep water from pouring off this hill. I keep getting the excuse the lot behind us is not sold yet but there are 2 homes to the right of our home that have planting behind their homes and there is an empty lot behind them. There is also a home to the left of us that is also planted with an empty lot behind them. We will be here one year in March and we are tired of looking at this unsightly hill and wondering if the water will spill into our home. I have contacted the *************** for Kolter ... no result on this issue. The *************** contacted the construction people and was told there is no timeline and it is based on lots being built on. I feel that Kolter is more concerned with selling than keeping families that bought homes satisfied.
Business Response
Date: 03/06/2024
The area in question is not on customers homesite. Home is built in accordance with the plans, county and engineering requirements.Builder is complaint with storm water regulations. Permanent stabilization will be installed at the time construction is complete. There is no further work to be done until the homesite/common area is complete.
Initial Complaint
Date:11/24/2023
Type:Order 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.
Kolter installed a base level **** system. Purchaser contracted for and paid for a top-of-the-line, hypoalergenic higher SEER option. Kolter attested, at walk-through, that all options, upgrades, equipment levels, insulation, hurrican windows, flooring, trim leveles were as contracted.Subsequent to closing, it was brought to the Purchaser's attention that Kolter ******** did not install the **** purshased but subsituted a base-level system.The Purchaser provided Kolter ******** management with proof of Kolter's swap-out. Kolter ******** management confirmed the inferior swap-out. Purchaser requested that the inferior **** be removed, at Kolter cost, and replaced with the contracted and paid for upscale **** system at Kolter cost.Kolter refused. Purchaser sent 6 Certified Letters to *****************************, COO and ***********************, CEO of Kolter Group in ************. The last letter, confirmed receipts, reached ******************** and **************** in September 2023.Still NO RESPONSE. Present value cost of the swap-out is between $10,000-$15,000.
Business Response
Date: 01/09/2024
Kolter Homes takes all warranty concerns seriously. As stated, we have acknowledged the unavailability of the upgrade equipment at the time of installation and has offered a refund to the purchaser for that option.

Thank you,

****** Quick

Executive Sales Administrator
Kolter Homes LLC
Customer Answer
Date: 01/09/2024

Complaint: 20912832

I am rejecting this response because:

The HVAC system I ordered and paid for WAS IN FACT available at the time.
Had Kolter's claim been factual, they would have advised me at the time.
In fact, Kolter misrepresented that the ordered and paid for system WAS IN FACT installed.
I have received ********) reimbursement from Kolter.
Such a reimbursement would necessarily be adjusted to **** cost levels.
What is my next step?

Sincerely,

Fbx Group ************* Llc
Business Response
Date: 01/22/2024
Thank you for the quick response, We will reach out to you regarding the reimbursement.
Initial Complaint
Date:09/23/2023
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 waited more than 2 years for our new home to be built. Now, it has been 11 months since we closed on that home. Kolter has resolved about 50 items but a few minor items and 2 MAJOR items are still unresolved. These items are our defective tile floors (which Mohawk, the manufacturer, has agreed to replace), and the gas lines and decorative stones for the pool water/fire bowls. Kolter has told us repeatedly for 11 months that they are going to fix these things for us. How long before we can finally say enough is enough and just get a refund? For the premium tile floors, we paid $27,000+ IN ADDITION TO the amount built into the base price of the house for basic tile flooring. We paid over $12,000 for the water/fire bowls. There are additional smaller items that still need to be resolved. This company blocked us from a pre-closing initial walk-through as well as an independent inspection.
Business Response
Date: 07/25/2024
Kolter Homes has successfully replaced the flooring in the residence to the customers satisfaction. ****************** has also completed the installation of the water/fire bowls in the pool area. Kolter Homes takes pride in our product. Although some items and repairs are more complicated than others, or take more time than either party desires, we are committed to seeing them through.

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