Complaints

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• Initial Complaint

  Date:08/01/2023

  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.

  On the evening of August 28, 2022, the house that was built by Zephyr Homes located at ********************************************************************** suffered substantial damage due to a water leak caused by faulty workmanship in the installation of unglued (dry fit) pipe fittings inside a wall servicing the master bathroom shower. The demolition required to address the two (2) unglued pipe fittings revealed a second issue with the master bathroom shower, namely leaking shower base/pan that has also required demolition and ongoing reconstruction.I have telephoned the ******* office several times in an attempt to explain the circumstances I have experienced, made several visits to the same office to personally explain to office staff the damages incurred, made attempts to get information on materials used in the construction of the house; rarely was any useful information learned. At least twice I requested to schedule a meeting with Zephyr Homes Principal *************************** to discuss the circumstances I have endured, and to date have received zero response. After filing a complaint in late March 2023 on the Zephyr Homes website, Zephyr Homes "Construction Supervisor" ****** (no last name) visited the house on March 27, 2023 for an hour, taking a number of photographs, writing notes and assuring me that the report he would be filing when he returned to the office would be read by *************************** and that I would be receiving communication from **************** himself to "make things right"; to date of this complaint I have received zero communication from **************** or Zephyr Homes. Also, I mailed a certified, return receipt letter on March 24, 2023 (receipt received) stating this same complaint to the ******* office of Zephyr Homes and have received zero response to date.Sincerely, *******************

  Business Response

  Date: 08/22/2023

  Our records indicate Zephyr Homes was not made aware of any water leak issues until after the client hired his own contractors. When Zephyr Homes was made aware of this issue, the home was well outside the warranty time frame. However, if Zephyr Homes would have be notified of a water leak during the warranty period, the contractor responsible and our supervisor would have been dispatched immediately.  Unfortunately, since Zephyr Homes had no involvement we have no way of knowing the extent or cause of any damage.  Zephyr Homes stands by our products and will continue to services all customers in accordance with our agreement. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20396882
  
  I am rejecting this response because: Did BBB or anyone at Zephyr Homes actually read the letter I submitted?

  Here is an excerpt: ". . . I have telephoned the ************** (Zephyr Homes, ***** several times in an attempt to explain the circumstances I have experienced, made several visits to the same office to personally explain to *****************************************, office staff the damages incurred; and while she made attempts to get information for me on materials used in the construction of the house; every time it was a weeks long process and rarely did any useful information come of her inquiries with I must assume sub-contractors to Zephyr Homes. Twice I requested her to please advise you (***********************, principal) that I would like to schedule a meeting with you to discuss the circumstances I have endured, and to date have received zero response."

  Also, on March 27, 2023 a man who identified himself as the Zephyr Homes Construction Supervisor with the name "******" visited the subject house for nearly an hour in response to a warranty claim I filed on the Zephyr Homes website.  During the nearly one-hour visit, ****** took numerous photos, questioned me (the homeowner) about all facets of the dates, damages incurred and took copious notes regarding the evidence that was presented to him.

  As he prepared to depart the address, ****** assured me that he was going back to the office to write up a report that he would email to *** *********************** and that it was his considered viewpoint that **************** would be in communication with me in a short period of time (days) and also that he (******) would also be back in touch with me to discuss next steps and resolution.  To date, August 22, 2023 I have yet to receive any direct communication from ***************************, nor any follow-up communication from ******, the Zephyr Homes Construction Manager.

   

  Lastly, Zephyr Homes allegedly provides a twelve (12) month warranty on their constructed homes; a warranty I never received a copy of; the damaging leak in this home occurred in month sixteen (16); if this fulfills the Zephyr Homes mission statement on their website: We aim to exceed our customers expectations by providing an energy-efficient design with high quality construction in a timely manner. - I beg to differ.

   

  If BBB or Zephyr Homes desires dates and times of telephone contacts and physical visits to their ************** to "notify" them of the damaging event and ongoing problems, please do not hesitate to contact me and I will be more than pleased to provide them as I have documented every contact with Zephyr Homes to seek remedy in this nearly yearlong saga.

   

  Sincerely - *******************

   

  Business Response

  Date: 09/06/2023

  We stand by our original statement: 

  Our records indicate Zephyr Homes was not made aware of any water leak issues until after the client hired his own contractors. When Zephyr Homes was made aware of this issue, the home was well outside the warranty time frame. However, if Zephyr Homes would have be notified of a water leak during the warranty period,  the contractor responsible and our supervisor would have been dispatched immediately. Unfortunately, since Zephyr Homes had no involvement we have no way of knowing the extent or cause of any damage.  Zephyr Homes stands by our products and will continue to services all customers in accordance with our agreement. 

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20396882
  
  I am rejecting this response because: To date Zephyr Homes has not provided me (the home owner) with a physical copy of the warranty they provide on their product and has not stated in any communication what that warranty period is.  In the Zephyr Homes most recent response (September 6, 2023) they claim that the home was ". . . well outside the warranty time frame."; how would I be aware of that when I have no documentation of what the time frame is?

  The Zephyr Homes response also states that: ". . . was not made aware of any water leak issues until the client hired his own contractors."; that is categorically false.

  On August 29, 2022, I telephoned ************ at 3:55 pm and spoke with "*****" (an employee of Zephyr Homes) and advised him of the leak event - less than 24 hours after the damage was discovered - and he advised me that he would contact the ************** and that someone from that office would contact me.  At that point in time the homeowners insurance company was in control of the damage claim and had mitigation personnel at the home to begin the process of damage clean-up and investigation of cause.  I (the homeowner) had not hired any contractors to do any work at the home and did not do so until instructed by the homeowners insurance company.

  Zephyr Homes did telephone me on August 30, 2022 at 9:03 am from ************ a ***************************************** to advise that "******" their "field man" would be making an onsite visit at some future time.  ****** never showed up until March 27, 2023 - seven (7) months later.  I telephoned a ************************* of Zephyr Homes on her personal cell phone on August 30, 2022 at 9:57 am, as we had met at the ************** in May ************************************************** an effort to expedite the urgency of my situation and as a courtesy; ************ stated that: ". . . (I) want to see this situation fixed."  There was no further communication from Zephyr Homes until I reached out to them which is detailed later in this response.

  On September 8, 2022, the source of the initial water leak was discovered by a leak detection company hired by the homeowners insurance company.  The leak was caused by a "dry fit" (unglued) hot water pipe joint in the master shower plumbing; the first of what was later to be discovered two (2) such "dry fit" (unglued) joints.  At this point in time, with no communication from Zephyr Homes and the need to begin restoration work on the home, the homeowners insurance company instructed me (the homeowner) to hire a plumbing company to make repairs.  As an aside, why would the homeowner want to afford the builder Zephyr Homes the opportunity to send back into the home the plumbing contractor that did the shoddy, negligent work in the first place when the home was built?

  Zephyr Homes states: ". . . had no involvement (,) we have no way of knowing the extent or cause of any damage."; this is patently false as evidence all the following dates and times of telephone calls, physical in person visits to the ************** - where the evidence of the "dry fit" (unglued) pipe joints was presented to Ms. ********** along with photographic evidence.

  September 9, 2022 : approx. 4 pm visited Zephyr Homes ************** and spoke with Ms. ********** to advise in person extent of problems, show photographs, request information of vinyl flooring manufacturer/model/style.

  September 21, 2022 : appprox. 4 pm visit Zephyr Homes ************** and spoke with ************************ to exhibit (show) to her the actual "dry fit" (unglued) pipe fittings that the plumbing contractor discovered and repaired and noted on their invoices to me (the homeowner).  I expressed my displeasure with the lack of response from Zephyr Homes (the "no-show" by "****** the field man") and that I was requesting a meeting with ***************************, principal of Zephyr Homes.

  * * * NOTE * * * During this time period I am dealing with numerous visits to the home by the insurance field adjuster, water mitigation personnel, leak detection personnel, and numerous emails and telephone communications with the homeowners insurance company.  So, with all this going on: my home a shambles, no working water for days at a time, bacterial growth in a sopping wet wall to wall carpet, I (the homeowner) make determined efforts to advise Zephyr Homes of the damage, situation, on going efforts, and requested their assistance.

  October 11, 2022 : Plumbing contractor hired by homeowner investigates leak inside wall backing shower plumbing and discovers that shower pan (floor) is leaking.  Determines that only way to correct this failure of construction is to demolition shower stall and rebuild.  This requires foiling a new homeowners insurance claim, having a visit scheduled with the insurance field adjuster, and several communications to share photographic evidence.

  November 1, 2022 : Was advised to do "no repairs" to the shower until approved by homeowners insurance company representative (desk adjuster).

  From November 2, 2022 till February 5, 2023 : Interim time period filled with numerous communication with home owners insurance company, field adjuster visits, investigation of legal issues and potential avenues for action, attempts to find a bathroom remodeling / tile installation / restoration contractor to demolition the shower stall and reconstruct it.

  February 6, 2023 : I (the homeowner) emailed photographs of the shower stall tiles to ***************************************** at the Zephyr Homes ************** in a request to find out the manufacturer / style of the tiles to match them during the reconstruction of the shower stall.  ************************ responded: ". . .  I will reach out to you when I get more information."

  February 22, 2023 : ***************************************** at the Zephyr Homes ************** emailed to me (the homeowner) the telephone number of the tile contactor that Zephyr Homes had hired to install the shower stall in the home, a man by the name of "*****" and I replied via email to ***************************************** the following: "Shower has been demolitioned, and according to the tile person I have hired and I quote: "whoever did this job had all the proper materials, but at every point they had to make a decision during the installation; they made the wrong decision."  Basically said he has never seen such a shoddy construction of a shower stall enclosure."  Despite several voicemails left for "*****" I (the homeowner) never received a response from him.

   

  In their response, Zephyr Homes states: "Zephyr Homes stands by our products and will continue to services all customers in accordance with our agreement."

  In response I say: Where is the agreement?  To this date: September 6, 2023 I have nothing in writing of any warranty agreement, no response to my requests for a meeting with ***************************, principal Zephyr Homes, received no assistance in even the simple tasks of answering my inquiries on the manufacturers of flooring and tile utilized in the home to restore its original condition.

  I challenge **************** to in all good conscience look me in the eye and say: I stand by my product.  Look at all Zephyr Homes did for you the homeowner.

  * * * NOTE * * * I have copious documentation and photographic evidence should BBB or Zephyr Homes request it for verification of my claims.

  
  Sincerely,
  
  *******************