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:08/28/2024

  Type:Order 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 signed a contract in December of 2020 for remodel of a home. This entire process has been fraught with problems. We had a 1 year walk through in February of 2022 to review issues that needed resolved. Despite multiple follow up attempts, the majority of this work was not completed until June of 2024. At this point, we have multiple projects that have been repaired multiple times but are not fixed properly. We have had incredibly poor communication for Homes by CM Watson. The repair jobs have been done improperly, and the project supervisor often sat in his vehicle, never inspecting any of the work being done by the subcontractors. At this point, we have had a hearth that was custom made and installed repaired/resurfaced more than 5 times. We also have a bathroom floor with popping tiles that we brought up multiple times, and rather than fixing properly, it was partially fixed, and now matching tiles are no longer available. We have been attempting to get final resolution from the company for almost 2 years, and more specifically the last 6 weeks to finish up these problems. Their most recent resolution for the flooring was to file a claim against their insurance provider, however we have been requesting estimates for months and cannot get an ********* this point, I am ready for a third party to come and repair the issue at the cost of the builder, so we can close out this project and be done with it.

  Business Response

  Date: 09/16/2024

  To Whom it May Concern,
  
  The homeowner purchased the home when it was at the drywall phase and hired our company to complete their home. The start of our work was on 1/5/2021 and was completed and signed off by the homeowners that the job was done to completion on 4/20/22. Working through this job during the pandemic created additional challenges, such as trades having inconsistent workers on the jobsite due to illness as well as our tile installer died from Covid-19 during the job. 
  
  We completed a 90 Day inspection and completed the work on this 90 Day punch list on 6/15/2022, with the homeowner signing off that all work was done to their satisfaction. 
  
  We were contacted by the homeowner in August of 2022 on a few items that would be covered under the 1 Year Warranty walk and handled them in the moment instead of making them wait for the correct time to repair them. 
  
  In January of 2023, we connected with the homeowner to let them know that the 1 Year Walk would be approaching in April and to inform us of any items needing to be reviewed for the 1 Year Warranty timeframe. A 49-item list of items the homeowner wanted to have repaired was sent to us in late February 2023. Of these items, 15 were items covered by warranty, such as drywall touchups and nail pops, an issue with their hearth seams and Master bath tile floor. The rest fell under basic homeowner maintenance items. 
  
  We scheduled an appointment time to do the 1 Year walk and it was cancelled 3 times by the homeowner, pushing the timeline to look at the repairs initially from early April to mid-June 2023, with our Project Manager accommodating the homeowner by splitting the walk into two separate appointments due to their work schedule. 
  
  Once we scheduled the trades needed, work began in July of 2023. Multiple times the trades were turned away from the home because of the homeowner's work schedule with no notice to us or the trade that they would not have access on the dates they were scheduled to do the repairs, even though they were previously approved by the homeowner. Some trades would not return to do repairs because of the time and money lost from being turned away. During this delay, the homeowner added 12 items to the repair list, with 4 of these items covered under the 1 Year warranty and the rest homeowner maintenance items. 
  
  Our final 1 Year Walk punch list of 19 items was completed in the first week of January 2024. The homeowner refused to sign off on the punch list, insisting that we do all items requested initially. The decision was made by the Owner of Homes by CM Watson to review all requested repair items and re-walked all items with the homeowner the end of January 2024. We completed 51 of the requested 61 repairs to accommodate the homeowner. 8 items were not addressed as they were either due to homeowner wear and tear or the issue could not be recreated when we were doing the re-walk. 2 items are outstanding. 
  
  The first of these is the repair on the Master tile floor that was done did not solve the problem with the tiles popping, as it is an issue with the way the tile floor was laid initially and needs to be reinstalled. This initial work was from the tradesman that died during the job. Since our current tile trade was not responsible for the initial poor installation, we filed this under our ******************* as a claim to get this resolved for the homeowner. The claim process has taken a few months to complete but has been finalized and a claim check is ready for the homeowner to accept for the cost of the repairs needed. 
  
  The second of these outstanding issues is the fireplace hearth. The valve sent with the fireplace the Homeowner purchased was for  natural gas, instead of propane. This caused too much propane gas to be released and the fireplace to burn too hot. The excessive heat that impacted the poplar wood hearth, making the wood warp and create gaps in the seams. The heat differential was addressed and repaired, and the gaps were repaired but have reappeared in January, 2024. The trim ********* that built the hearth felt that sufficient time had passed for the poplar to dry out and not continue to move so he repaired the seams. This repair has recently failed, the homeowner notified us late July, 2024 and the hearth will be rebuilt in *** to prevent future issues. Completion of this work, including building and staining it, will be done by the end of September, 2024.