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:11/16/2023

  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.

  The home we purchased from ********************, LLC was constructed by KLM Builders. its member. Although we like the style of our home very much, some defective construction needs to be remedied or replaced - for instance (1) the asphalt driveway needed a patch of a dipped area of approximately 12"x6" at the edge of the grass - however, after the patch, the patched area now measures 111"x30" and is not only higher than the remainder of the driveway but visible after seal coating the entire driveway including the patched area; (2) the laminate floating floor which was originally installed in the main portion of our home cracks, crunches and pops which, according to thorough research, cannot be repaired but must be replaced; and (3) 7 or 8 additional punch list items submitted for repair have been discussed with a rep but totally ignored for repair or replacement for over 4 months now.

  Business Response

  Date: 11/18/2023

  KLM Builders is working on scheduling professional representation to address the issues in the complaint.

  1).  The dipped area in the asphalt driveway was assessed, patched and repaired by a professional asphalt paving company.  All patched driveways will have a slight variation in color and texture.  To help in blending in the the patched area with the rest of the driveway, the entire driveway was seal-coated.  The professional asphalt paving company will supply a written response to the customer that the repair was done correctly and within industry standards.

  2.) KLM Builders is currently working with the flooring manufacturer rep and the professional installer to assess the complaint by the customer.  The customers will be contacted within a short period of time to schedule an assessment of the floor and schedule any warranted repair or replacement.

  3.) KLM Builders will contact the customers about the other items in their punch list and address each of the items with the customers.   Any necessary work will be schedule with the customers.

  Thank you for the opportunity to respond to the complaint.  

  Customer Answer

  Date: 11/25/2023

   
  Complaint: 20878808
  
  I am rejecting this response because:

  We will not be seeing a rep from KLM Builders until at least Tuesday Nov. 28 and thereafter we can advise as to the punch list items, which is all ******* will address.  We have rec'd nothing from the paving contractor or the flooring installer.  The patch work on the driveway is totally unacceptable - I want the paving contractor to show us a patch in the whole development measuring 111x30" which was to correct a dip of 12x6" - the driveway must be replaced.  We will keep you updated after the *** rep addresses our issues on Nov 28.  Thank you.

  Sincerely,
  
  ****** And *****************************

  Business Response

  Date: 12/08/2023

  KLM Builders has sent out our representative to address the punch list items.  The consumer sent us an email after that work was complete that they were happy with all of the punch list items being addressed.  We have then follow with their last issue, and our HVAC contractor has contacted them and will schedule a time to review the issue with them.  The asphalt contractor has been out to look at the driveway and is working up a replacement proposal.  This work will not be able to be done until spring of **** when weather permits.  The consumers will be notified when the work is scheduled.

  Sincerely,

  KLM Builders

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20878808
  
  We are rejecting this response because:  This is not a total rejection as (a) the punch list items have been satisfactorily corrected; (b) the **** rep is coming out hopefully) this a.m. and we will report on the **** problem after he has had a chance to investigate; and (c) KLM has apparently contacted the paving contractor (who has not contacted us) and the contractor seems agreeable to remedying the driveway issue, hopefully in the spring,  What we do reject is KLM's refusal to address the original vinyl flooring installation (the cracking and extreme popping noises) and the fact that we did not receive a promised seeded grass backyard, as all of our watering only produced weeds which required us to pay a ;landscaper a large sum of money to add dirt and seed to the yard in the hopes of having a grass backyard in the spring.  We are hopeful that we can work with KLM and in the end will have all of the problems corrected.

  
  Sincerely,
  
  ****** And *****************************