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:07/24/2024

  Type:Sales and Advertising 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.

   
  Complaint: 22036673
  
  I am rejecting this response because:

  I absolutely disagree that it has not impacted the value of the home. I have had no one look at my home since over the two months it has been listed. The homes across the street are not comparable. They have yards and large garages and are completely different homes. I have met with the manager and am waiting for a response back after our conversation last week about options. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/31/2024

  To our valued homeowner,

  
  We sincerely apologize for your negative experience and deeply regret that you feel wronged by our company. Our highest priority is providing our customers with professional and honest service and support; therefore, your feedback is vital in helping us identify potential areas of improvement.
  With that said, we would like to address your dissatisfaction working with our team:
  - There was no previous knowledge or intent to turn the neighborhood development in which you currently reside into a rental neighborhood during the time of your purchase. Additionally, we are not obligated to inform homeowners of our market strategies associated with surrounding homes.
  - In April of 2024, we did reach out regarding a buyback offer on your property; unfortunately, we did retract that offer for reasons related to the real estate market at that time.
  - We do not believe the value of your home has depreciated due to rental homes we have to offer around your home; there are no factual statistics to support this claim. In fact, the homes directly across the street from you are currently valued at about 300k more than the home you have purchased.
  - We certainly do not agree that weve been dishonest, or unethical; we have responded accordingly to your phone calls and have met with you in an effort to find compromise and solution to your grievances.

  
  We encourage you to continue working with us towards a resolution. Please contact our main office at ************** if you would like to set up another meeting with our General Manager to further discuss this matter.

• Initial Complaint

  Date:11/28/2022

  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.

   
  Complaint: 18470558
  
  I am rejecting this response because:

   

  I contacted ************* and they said this was not a covered claim. They only cover the first 12 months for workmanship defects from the date of purchase, not when the Architerra warranty expires. The only coverage for roof is framing which this clearly is not a framing issue. This is shotty workmanship. I told the rep that the warranty did not cover this situation.

   

  As previously offered, Architerra is welcome to visit the property and submit their own report or do the repairs which will be cheaper than repaying me. I have obtained legal counsel and will be providing him with the documents as well as the information I was provided by **** that this is not covered.

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

  Business Response

  Date: 12/12/2022

  Complaint ID: ********

  The following response is provided to BBB complaint ***********.  The issue in question was a roof leak reported by the homeowner on October 21, 2022. 

  Key Facts:

          Homeowner closed on the home on December 23, 2020 and was provided with the Architerra one-year home warranty information

          At the time of closing, a **** home warranty was purchased by Architerra Homes on behalf of the homeowner to cover potential problems which might arise after the one-year period

          Architerra Homes conducts a 45-day and a 1-year warranty punch list on all new homes

          The leak was reported to Architerra on October 21, 2022 which is outside the Architerra one-year warranty period, but would have fallen under two-year **** warranty purchased by Architerra

          The homeowner was informed that the Architerra warranty had expired.

          The homeowner was given the **** policy representative contact information and was informed of the process to file a claim against the **** policy.

          The homeowner failed to follow the process to have a **** warranty inspection completed

          The homeowner engaged a contractor who completed repairs without a **** warranty inspection

          The homeowner provided photographs of the area in question, but these photos were not sufficient to identify the defect in question

  Conclusion

  The **** warranty was purchased by Architerra for the rare occasion that a problem arises with a home.  The **** process would have allowed for an inspection by an independent inspector and a determination of root cause and therefore responsibility.  By not following the **** warranty process, this homeowner has assumed responsibility for the costs of this repair.

   

  Business Response

  Date: 01/20/2023

  In response to homeowner follow up letter dated 1/3/23 for complaint #********
  
  The homeowners response is requesting that the builder complete the repairs.  However, as previously stated, the homeowner has already gone outside of the warranty process and had the repairs done prior to giving the builder or **** the opportunity to inspect the property and assess the issue.
  
  The homeowner contacted a roofing contractor who completed the repairs the next day.  The pictures sent to us by the homeowner do not show where a potential problem could have occurred. All but 1 picture shows drip edge metal on the eave of the soffit. They claim the issue was on the roof to wall flashing, but we only received 1 picture that showed a very small section of roof to wall flashing at the end of the roof where there should be a kick out flashing of the roof to wall flashing. In our assumptions at looking at the 1 small picture we determined that the kick out flashing was there but had been removed as in the picture we can see the space where the flashing was and the siding was cut out to make room for the flashing.  
  
  We have requested contact information for the roofing contractor, and copies of invoices multiple times from the homeowner, but have received nothing.
  
  
   
  *********************
  CFO/ General Manager
  Email : *********************************
  www.myarchiterra.com