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:12/11/2023

  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.

  Orton Homes has been the most unprofessional company I have ever worked with. The mouse issue did not get solved at my house until June/July 2023 after a garage company sent them the same pictures I sent them showing the same holes where they were coming in and I had to instruct them I wanted it fixed before my wedding/honeymoon. In August ********************************************************************************* the house. It took them a week to answer the email. When CKF called me to set up the appointment to replace a kitchen drawer they informed me this was the first they heard of my issue. I told them I was telling Orton about the issue since before the close. Another issue was with the dishwasher. Maintenance guys came out to look at it and decided it should be top mounted instead of side mounted. When they came back to top mount the dishwasher, it was NOT hooked back up right. For me to get it to go through a full cycle it takes me 30 minutes of standing and pushing the start button. I have contacted Orton 2-3 times. After the 2nd time I received a message that ****** was no longer working at Orton. Thats now the 4th person I was assigned to that has left the company. The dishwasher needs to get fixed along with the other items on my warranty list. Those additional items is a hole in the siding, the door k*** on the patio door is sticking, even after they replaced it. There is something additional going on with the patio door and it is not just the k*** I WANT THESE ITEMS FIXED ASAP.

  

  Business Response

  Date: 04/11/2024

  Orton Homes has contacted the owner of this home and will be meeting with them 4/17/24 to address their concerns.

• Initial Complaint

  Date:12/01/2022

  Type:Delivery 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.

  I closed on a house that was built by Orton in Sept 2022. During the final walkthrough we created a list of items that needed to be looked at or completed. In October I was able to get some items completed however the larger items: custom built barn door (ordered in Jan during selection meeting so should have been completed and hung before the final walkthrough) and a new ******** due to a large scratch (pointed out to Orton months before the closing) were not completed. Finally the week before Thanksgiving I receive a call that the house where the barn door was being built, the wood was stolen so they had to order new wood. The new wood was delivered to my house along with the ********. The trimmers came to pick up the wood to build the door and installed both the ******** and barn door last week. However neither are stained. The supervisor I was working with took the can of stain to give to the trimmer, but was let go from Orton before he could get it to them. Included with these items I found two fairly good size holes between the driveway and garage where mice have been coming in. To date I am up to 9 mice that I have caught. The supervisor I was working with was going to come out and fill the holes, but again was let go from the company before he was able to fix them. So now between my realtor and myself we have been emailing, texting, and calling to get these final items completed with no response from Orton. These are simple items that would not take long to complete but they would rather ignore the phone call, text messages and emails. The barn door and ******** stand out like a sore thumb not being stained like the other wood items in the house. I would like responses asap.

  

  Business Response

  Date: 03/16/2023

  We have reached out to the homeowner today to get her remaining two items of stain and holes near garage taken cared of. Because ***** left, no one knew items were undone. The mice problem was something that came through after closing. The proper proceed for new items after closing is to turn in pictures and the form to customer care so these items can be handle. This was not done. We will get them handled as soon as we hear back from the homeowner.

  

  Business Response

  Date: 03/20/2023

  This has been resolved

• Initial Complaint

  Date:11/04/2022

  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.

  Closed on our Orton home 5/********* was dirty. Mud in the basement, carpets were stained, the white grout in the master bathroom is stained with dirt, shower grout is stained with dirt and on top of all that, A lot of items werent finished when we moved in. Some have been fixed. Most of the items that have been fixed I had to reach out to the contractors and get finished myself. Going on almost 6 months and we still dont have a closet door. Someone picked it up 4 months ago to paint and never brought it back. We were missing sod out front. I had to pay for it to get finished because they wont do it. Are garage doors still need to be repainted. Trim still needs to be installed in the main level bathroom. Back patio screen door doesnt shut all the way. Going on 4 weeks now where Orton wont return my phone calls or emails, weve called customer care, ********, and ***. Im sure Ill have to flip the bill to actually get my house finished. Orton has no problem taking your money but they have a problem finishing their homes.

  

  Business Response

  Date: 03/15/2023

  We are working with the homeowner to complete the remaining items. (Closet door)

  The sod company was given the information of the repair. When they got to the property to get it repaired,  the homeowner had already had the repair done.

  Garage doors - touch *** were park of the walk list. We were not able to get them completed before winter. This is on the spring list and the homeowner has been notified of this. 

  Installing trim in the bathroom - as the house settled/dried out a piece of scribe was need to address a cosmetic issue. This has been completed.

  Patio screen door - this has been complete to Orton's knowledge.

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 18357175
  
  I am rejecting this response because:

  we moved into this house 5/28/22- we still dont have a closet door. 
  

  moved into this house 5/28/22- Orton had 5 good months of weather to get that cleared up.

  **** was supposed to order a new screen door because the track/door is bent and there for the door doesnt slide shut. Havent heard an update on that since January.

  garage doors are still not level. Which I brought up to Orton during walking through and have had the garage door company out here three times to tell me three times the framing is off.
  

  Still a lot of things they need to be fixed and I cant get anyone from Orton to call or email me back.  

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

  

  Business Response

  Date: 05/16/2023

  The closet door has been installed. The screen door has been installed. The garage doors operate but are a cosmetic issue. We are trying to figure out if this can be repaired. The homeowner does not want ** to remove stone to do this and has stated he is fine with it if the solution is to remove the stone. 
  

   

   

  ********