Complaints

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• Initial Complaint

  Date:12/07/2022

  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.

  We had KRM build us a new home in July 2021. We took possession of the house on July 2nd 2021. There is a one year warranty with the home. On July 13 2021, I reported to KRM that the concrete driveway was chipping away in spots and the surface was coming away. *** said they would look into it and told me there wasn't any issues. During the course of our 1 year contract KRM was sent photos and messages of the driveway and it's deteration in multiple spots. I have had numerous contractors out to look at the concrete and all have advised that *** used bad aggregate in the concrete causing it to pop away and deteriorate. At our 1 year warranty inspection KRM advised they were addressing the problem but that was in July 2022 and it is now December and getting worse and they keep saying they are looking into it. I have saved all messages, photographs and documentation frim buildertrend. KRM did send someone to fix the epoxy floor in the garage as it did the same as the driveway. That contractor advised that bad aggregate was used causing the popping and chipping of the epoxy. One of KRM's employees were at our house working on another issue and stated that the bad aggregate was a common complaint with people who built with KRM. They also advised that since it was built during COVID 19 that there were a lot of quality control issues that were not caught. There is no reason that 11 days after moving into a new home we should be having issues with the driveway. My children should be able to play without the driveway chipping up. We also had issues with our daughters bedroom last winter 12/21. Her window would freeze over and the room was at least 20 colder than the rest of the house and was very humid. *** told us that because the room had 3 exterior walls that the room was going to be colder and their solution was to install a 2nd vent in 2/22. It seemed to work but now it's doing the same thing and smells like mold. They need to rectify this issue as well .

  

  Business Response

  Date: 12/20/2022

  Issue #1:  Driveway and Garage chipping/bad aggregate:  Customer notified our office 7/13/2021 they felt there was an issue with the driveway and the surface was chipping off.  We use concrete from two ready mix suppliers in the ********** Metro and use a ****# mix on all flat work concrete.  The aggregate is in the mix when it comes from the ready-mix plant.  It is typical in the ********** metro to have "coal pops" in concrete which is a result of the iron in the concrete drawing moisture and expanding.  These pops are not harming the structural integrity of the concrete and the surface is not delaminating which would be a defect due to overworking the product and that is not what is happening on the driveway as we have observed again when we have been on site this year.  The gouges out of the edge of the concrete where it meets the gravel driveway were damaged during construction and these can be repaired by cutting the edge of the driveway and repouring those areas *****" width along the side of the driveway.  This work can be completed if customer would like, but be aware the concrete will be a different shade then the existing driveway.  The garage floor pops were addressed in October 2022 by the epoxy flooring contractor.  This too is not a result of "bad aggregate" it is a result of the iron in the concrete mix expanding and causing a pop out.

  Issue #2:  Front Bedroom window freezing up:  Customer notified ** on 12/7/2021 that the front bedroom was 20 degrees colder than the rest of the home and a draft coming through the window.  Customer sent pictures on 12/27/2021 at which time we asked what the humidifier was set at and customer replied it was set at 30%.  Customer was told it may need to be lowered as condensation on windows can be the result of humidity being too high.  We were on site 12/29/2022 to view the issue.  We removed window, checked all the seals, cleaned out the weep holes in the window and cleaned all the water and ice of the window.  We adjusted the humidifier down and turned the furnace fan to "on" all the time to keep air flow moving through the home.  Also told the customer to raise the window blinds 2-3" off the bottom jamb of the window to allow for air to circulate on the windows.  The humidity level in the home appeared to be higher as there was condensation on other windows and doors in the home.  Customer said they were still having issues with it over the next couple weeks and we returned on 1/24/2022 and removed the casing on the bedroom window to verify it was insulated correctly around the window and added additional insulation as a precaution.  1/31/2022 we came back to observe what was going on as customer said it was still a problem.  We contacted the **** contractor who came on site and added another heat run to the bedroom.  We also gave customer a dehumidifier to use for their unfinished basement area under the bedroom which had a higher level of humidity as well.  We replaced the insulation blankets on the walls in the unfinished space when the humidity was controlled.  Customer replied to us on 2/18/2022 thanking us for adding the heat run and stated the room was 70 degrees like the rest of the home.  This was the last we have heard about the window.  If there is still an issue there we can address.

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18536887
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

   
  Complaint: 18536887
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************
   
  The concrete issue needs more done. Where the cut lines are the area is chipping and now there are holes. This may not seem like a big issue to KRM but it is a structural thing as it is slowly deteriorating. It should not be doing this as it is a new driveway. They need to come out and speak with me so I can show them what the issues are. The haven't made personal contact so I can show them the issues and only come out to take photos. They need to replace more than the spots that were gouged during construction, there is no reason that the concrete should have "iron pops" within the first fews of it being poured. Our back patio and sidewalk do not have any of these "iron pops" it is only the driveway, which we have issues with since. Few days after we moved in.
  
   
  
   
  
  In regards to the window, they did add another vent last year towards spring. I do not recall what the weather we was like then but the temperature in that bedroom seemed to be consistant with the home. But since it has gotten cold, the bedroom is 20 degrees colder than the rest of the house and that is with 2 vents in a small room. My daughter was a newborn when we moved in and she was unable to sleep in that room all of last winter and now she cannot sleep in her room because it is too cold. This is not okay for ** to have a new house that our child cannot sleep in. The windows are also frozen over. *** keeps telling ** the blinds need to be up, the door open and out whole house humidifier needs to be basically turned off. We leave the blinds open from 6 am to 8 pm. I am not trying to leave my daughter's blinds open during the night and should not have to. I am also not leaving her door open as it is not safe if there is a fire. I should also be able to have our whole house humidifier on to the recommended setting for the temperature outside. I also need the house to have some humidity as I have a military disability that requires it, thus why we needed a humidifier installed. It is turned down now and now we have issues with caulking cracking yet again. All these things seem ridiculous to have to deal with,with a brand new house.Her room also smells like mold, this was discussed last year when the basement had water dripping down the walls. They assured us there was no mold in the home but it definitely smells like mold. I have dehumidifier running all the time and have since last year. Everyday I am dumping out a whole tank of water from the basement.  KRM needs to take responsibility and fix these issues and stop trying to put bandaids on everything expecting me to just let it go. There are health and safety factors with these complaints and I am to the point of getting the courts involved. I am not asking a lot, I am asking that my children can sleep in their rooms and not be freezing, not sleep with their blinds open, not exposed to mold and I should have to leave our humidifier off all winter. I should be able to be in my driveway with out the driveway consistently chipping away, slowly degrading the structural integrity (regardless of what KRM believes) our driveway will be awful in the next few years if they don't address it now.