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:11/18/2024

  Type:Sales and Advertising 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.

  Please review the attached document. It is an email thread so you want to start from the bottom and work your way up. I tried to work with the sales office to resolve this issue. First date of initial contact with them for my issue was 3/19/2024.

  

  Business Response

  Date: 12/13/2024

  I am not clear on what our resident is really asking for and I am trying to contact her directly to find a mutually satisfactory resolution.  It seems that the color of her home is not the color she ordered, and she wants compensation for this, but I need to discuss this with her.  I can't decipher what she wants as compensation.  Or why she is entitled to be compensated.  Her home was on her lot for 8 months before she closed on her sale, the color was visiible for every day of that 8 month period, and she lived in her home for almost a year before she complained to the BBB.  The color she chose and the color she got are almost the same.  They are both shades of oatmeal or **** or the like.  The point being they could almost be just a matter of a different dye lot.  It's not as if she wanted gray and got red.      Our next step is to continue to reach out to the resident to find a solution.  We want her to be happy.

  Customer Answer

  Date: 12/18/2024

   
  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.

  I wanted to let you know that yesterday, 12-13-2024, I got a phone call from the business in regards to my complaint.  The individual wanted a better picture of my complaint and we had a good conversation.  

   

  The individual asked that I give them until the first of the year to resolve my complaint.  

   

   

   

  Thank you,

   

  ***** ******

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22570304
  
  I am rejecting this response because:
  

  I would like to reopen my complaint for the following reasons:

   

  The business asked that I give them until the end of the year (2024) to make good on their promise to make things right.  I did not hear from the business by the deadline they provided.

   

  On 1/8/2025 I followed up with a phone call to the business contact that made that promise.  ***** told me she would call me back after lunch that same day with an update.  I did not get a call back that day and have not heard back from the business.

  Thank you,

   

  ***** ******

• Initial Complaint

  Date:10/14/2024

  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.

  March 2024. I live in **. I saw an advertisement in newspaper about the preserve a 55 and over home community, selling homes for *******. New homes. I called and spoke to a salesperson, she said I could come and visit and stay over in one of there model homes for 2 nights, cost was 100,.00. I drove to ******* and I met that same salesperson, I spoke with she was very nice & and spoke knowledgeable about the community, she said the community was new and the property looked beautiful. I asked her questions and she made me feel like she was trustworthy and honest. She showed me a new home. The price was cheaper than the 140.k . They were selling it as is. Also to get the cheaper price you had to agree to buy now. We told her we lived out of state. She reassured us that she would take care of everything for us that we could trust her with our real estate deal, that we had nothing to worry about. I was excited and looking forward to live in *******. We went to her office and signed the contract. She asked for a deposit of 5 thousand dollars and promised me I could get my money back if I changed my mind. They only accepted cash no checks for the deposit. I gave her money order. I would finance the rest through The Preserve I spoke with the financial person as well. The settlement date was in may 2024. After I returned home. I called the salesperson on her cell ********* received no answer, I left voicemails, received no response. This went on for a month. I called the main office and I was told she no longer works for the company. I spoke to the financial person, she said she is waiting for a answer from the bank. I continue to wait again from financial person no answer. I called again the main office, they said the financial person I was working with no longer works for the company. At this time the settlement date is pasted and now they ask me to start the financial process over again. I said no. Please return my deposit of 5 thousand. I was told NO

  

  Business Response

  Date: 11/11/2024

  They hired an attorney to dispute the deposit, and we explained through our attorney why the deposit was kept.

  To our knowledge their attorney dropped the case and we have not heard back from either party until the BBB complaint was filed.

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22406441
  
  I am rejecting this response because:I never received a letter from their attorney in regards to the 5 thousand dollar deposit. The preserve sent me a letter and asking me to sign it & return it to them. The letter states that I give them the right to keep my deposit. I never signed nor did I return it to them. I feel as though the people working for the preserve are scammers and they pray on the elderly community. The preserve set me up & scammed my 5 thousand dollars from me. I am very disappointed and frustrated that this type of business is legal. I was taken advantage of & robbed of my 5 thousand dollars. 
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 11/27/2024

  Mr. ******* and Ms. *** participated in our Guest House Program by visiting The Preserve. A reservation took place between February 21 and February 23, 2024. After the completion of our tour the customers were happy with what our community had to offer. Since the parties involved completed the terms of our tour, there was no charge for their stay.
  
   
  
  The terms and process of our purchase contract were thoroughly outlined by **** *****, the initial sales representative. Our general manager, ***** ****, would not have been asked to approve the deal if the customers had not accepted our terms of sale. **** *** and ****** ******* signed the Purchase Contract and provided their driver's licenses.
  
   
  
  The parties involved first told us of their intentions to secure financing for the homes purchase. However, the contract would remain a cash purchase until we were informed that the financing was firm. Furthermore, the contract contained no contingency.
  
   
  
  Sales representative, **** *******, was assigned this deal following the departure of the original sales representative. ****, communicated with the clients on multiple occasions, assuring them that she would give their case her full attention.
  
   
  
  After several months passed, we were informed that **** *** and ****** ******* insisted on terminating their contract. After careful consideration, it was concluded that the customers did not adhere to their agreement. As a result, we kept their $5,000.00 deposit.
  
   
  
  A letter was sent on June 10, 2024, outlining our reasons for withholding their deposit. The letter reads, in short.
  
   
  
  Buyer made a non-refundable contact deposit of $5,000.00, which is being retained by the Seller, in accordance with the terms of the contract. 
  
   
  
  If Buyer, at any time in the future, wishes to purchase a new home from Seller, and if, at that time, Seller has a homesite and a home available then Seller will apply the forfeited deposit of $5,000.00 to the purchase of the new home.
  
   
  
  On July 09, 2024, The Preserve received communication from ****** ******** attorney, ******* A. ****, regarding this issue. Attorney **** presented an unsigned purchase agreement in hopes of influencing our decision. The information submitted was incorrect, and we provided the signed purchase agreement along with supporting materials.
  
   
  
  We have attached documentation to support our position that The Preserve has acted in good faith.
  
   
  
  Thank you for your time and consideration.
  
   
  
  ******* G. ******
  
  The Preserve *******
  
  Office/ Service Administrator
  
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