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:11/06/2024

  Type:Product 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.

  •September 2024 - as part of the purchase agreement for this newly constructed home, ******* ***** ******* dba Schuler Homes began conversion of the existing deck to a screen porch. It was necessary to cut into the home’s existing roofline. At this point, Schuler’s gross negligence was painfully obvious. He did not tarp the open roof, it rained that night and our dining and living areas were flooded as well as the drywall and spray foam insulation danaged. The repairs have yet to be completed despite that 2+ months have elapsed!
  •October 2024 - Schuler failed in its quality control responsibilities during construction thus resulting in voids between the exterior brick wall and water proof barriers. The consequence was water in the basement bedroom requiring removal of drywall, carpet pad, trim and the window sill. For 4+ weeks after duly reporting the presence of water to Schuler, he finally obligated experts after the 2 Schuler employees’ incompetence was readily evident - despite Schuler parading and masquerading them as subject matter experts. The true experts quickly identified the source of the water incursion and may have repaired these areas (note, despite our agreement to water test the repairs Schiller refused). The Schuler e Lloyd previously paraded as a SME on water leak detection now masqueraded as a finish trim carpenter. He had previously hacked up the existing window sill and re-installed it despite horrendous gaps exceeding 1/4” and crooked cuts advising that this what was caulk as for!
  
  Note, when the second event occurred, we agreed to have the drywall repairs from the first and second water incursions to be done at the same time. However, we never would have predicted that Schuler would take 4+ weeks to merely identify the source of event #2 due to his abject failure to dedicate the appropriate resources rather than those who “identify as professional residential construction experts!
  Digital records are too large!

  Business Response

  Date: 11/18/2024

  ID *********. Thank you for allowing Schuler Homes to respond to the homeowner's complaint. We take concerns seriously but believe the complaint includes inaccuracies and exaggerations, suggesting retaliatory intent rather than addressing valid concerns. Schuler Homes has fully adhered to the Limited Express Warranty (2-10 Home Buyers Warranty). We completed all contracted work, including warranty-covered repairs, in a timely manner. We even addressed non-warrantable items at our own expense. A water intrusion issue was resolved with repairs on October 30, 2024, confirmed as effective after rainfall on October 31. The homeowner has not reported further issues. Schuler Homes completed the contracted screened-in deck and necessary repairs by August 23, 2024. After Hurricane Helene's rainfall on September 26, 2024, a window leak was reported and repaired by October 18, 2024, with confirmation of effectiveness after rainfall on October 31. The homeowner filed complaints on November 5, 2024, despite ongoing efforts. The homeowner was satisfied until October 24, 2024, when he requested a meeting with Michael Schuler, which was declined per company policy. Ms. Bray, our Sales Manager, addressed concerns professionally. Mr. Schuler personally responded to an email on October 29, 2024, apologizing for any frustrations.
  The homeowner filed complaints with the BBB, Attorney General, IDEM, and IOSHA on November 5, 2024, which seem retaliatory. IDEM found the homeowner’s claims baseless. We expect the other agencies to reach the same conclusion.
  Request for Assistance
  Schuler Homes has exceeded its warranty obligations. Given the homeowner’s continued, baseless complaints, we request the BBB’s assistance in addressing this matter and protecting the company from further harassment. We ask for guidance on evaluating future complaints for merit before processing.
  Schuler Homes remains committed to quality service and addressing legitimate concerns in good faith.

  
  

  I've included our 5 attachments.

  
  

  Thanks,

  **** ****

  Sales, Marketing & Floor Plan Design

  Schuler Homes, Inc