Complaints

This profile includes complaints for Arbor Homes and Elite Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elite Homes

  16218 Shelbyville Rd Louisville, KY 40245-4248

  
• 

  Elite Homes

  PO Box 43607 Louisville, KY 40253-0607

  

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:01/30/2023

  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.

  we have closed our Home on 5/12/2022 since moving in we have been facing the below issues and numerous tickets have been created and no resolution till now.
  Since moving in we have been complaining about the temperature not being stable at home. The summer months were all very suffocating and hot which were also not observed and treated accordingly and after that all these months only trial and error was going on and you have not analysed the problem till now. Coming to winter, in the negative temperatures outside, my house including the floors are cold when the thermostat is set up even at 74 degrees. All the contractors who ever came to address the issue with these always left with showing concern and sympathy but never found out what the issue was. The temperature upstairs is sometimes 51 degrees and the comments from elite were pathetic saying this room is above garage when this was supposed to be one of the bedrooms.
  
  As a family we have been traumatized since moving into this home, my kids have been sick everytime when the weather is bad outside because of the temperature not being stable at home and have been checked up by doctors. This also impacted my profession life and career as I was spending most of the time during the business hours with following up Elite and Elite contractors customer service. Elite responses every time are very depressing and hopeless. This house is supposed to be with four bedroom house with two full bath but for my family, this house is only three bed and one bath.
  
  1. We have a bedroom and washroom on 2nd floor which are unusable since we moved in as the temperatures are below 60 on both. Multiple times HVAC people have done trial and error fixes and issue has still not yet been resolved. Recently **** found out that the insulation was not done appropriately by which the washroom pipelines were freezed for more than 2days during the bad weather. Now they have fixed the insulation and still the issue remains the same. For the last 7months I have been getting huge amount of electricity and gas ****s which I should not be responsible based on the situation.
  
  2.Temperature at home is never stable we are setting my home temperature at 75 (which is already high) but by morning it automatically drops to 69/70 by morning, not sure why. And the HVAC people worked on it multiple times since summer and now they have taken out the option of cool (only option available is Heat or off) on the thermostat. During the bad weather weekend when the temperatures were about -30 heating didn’t work for the weekend and had to make multiple calls and was fixed after suffering for 2days at home for which I already gave heads up to **** on the expected bad weather and he didn’t bother to address it.
  
  3. Vinyl flooring has all marks allover the main door to hall, after googling and using multiple specialized vinyl floor cleaners it is still the same.
  
  4. Drive way & Walk way
  
  
  
  Major cracks developed in driveway with in a month of moving in and when raised a ticket for the same the response was 2 credit cards need to fit into the cracks then only Elite will look into it. When the quality of work is bad why should the customer wait for the cracks to enlarge to fix it.
  
  
  
  One snow storm and the driveway and the walkway have completely peeled off like sand. ****’s response to it was because of the salt from the tires of the car . does he mean to say we should be staying at home till the time salt is wiped out of the roads, that is ridiculous. Not sure how the car salt has affected the walkway to the main door too.
  
  5. Garage:
  
  When there is rain outside and the car is parked after coming back home in the rain all the water from the car either moves to the left wall or the right wall casing dampness infact is should be having slope to outside and not to the walls.

  

  Business Response

  Date: 03/16/2023

  Please know that Elite Homes was aware of these four matters and actively working to find resolution prior to any correspondence with the BBB. We also understand that any time matters are not resolved in a timely basis, it causes frustration for our homebuyers which we do understand and apologize.

  Regarding the heating, with the acknowledgement of the homeowner and a third-party testing company, we have been able to confirm that the Heating/Cooling issue has been resolved. While we did add insulation as the owner noted, it was determined that the primary cause was a lowering of the gas pressure to the furnace. In an effort to save on the gas utility ****, the owner had asked the installing trade to adjust the gas pressure to the furnace. Such change unknowingly had a negative impact on the operating efficiency and would void the warranty if done again in the future. We also acknowledge that the exterior temperatures have warmed a bit since the initial concern, so we have agreed to continue to monitor the temperatures in the room through the next winter. It has been in the 30s this past week and we have not heard from Mr. ******.
  

  Regarding the floors, the flooring installer has reached out to the manufacture to request the flooring smudges be evaluated.  The manufacturer had a 3^rd party evaluate the smudges.  The claim on their floor was denied based on the ability to clean all identified areas of concern.  Per the report, “As for the foot prints and smudge areas present on installed planking, these were removed by spot cleaning and the desired appearance returned.”  They also mentioned this in regards to cleaning it – “When using a towel and only distilled water to spot clean several areas of the installed flooring, most concern areas could be removed with just this method and a few areas that could not be removed with just the distilled water and a towel, when then applying Shaw R2X floor cleaner to these areas, the rest of the foot print and or smudge areas were removed and the desired appearance was present. Some light soil was removed and transferred onto the spot cleaning towel from these spots cleaned areas mostly after using the Shaw R2X floor cleaner.” While we understand the homeowner feels they should not have to use the recommended ShawR2X to clean some areas all floor manufacturers have required standards of care that must be adhered too. The owner continues to believe there are some areas of concern that remain, and we are working to schedule another follow up where all parties are present as management did see some valid inconsistencies that we want to be present with all parties for a reassessment.
  

  While we understand our home buyer is upset that the aesthetics of their driveway have been impacted by harsh winter road chemicals, the driveway is not covered under the limited warranty.  The buyer signed the attached (Exhibit A) Limited Warranty that specifically excludes driveways.  Again, out of good faith we reviewed both of their driveway concerns.  Concrete cracking is unfortunately common. Per the National Association of Home Builders guidelines, if the cracks become wider than a ¼” or has a ¼ in height deviation, Elite will fill the cracks with an approved filler or fix a displacement.  The spalling on the driveway is caused by the brine mixture sprayed on the roads which is frustrating and unfortunate for any of our buyers.  Elite tries to communicate and educate the risks and challenges this will cause, especially during the first 12 months of a newly curing driveway.  We explained that a light muriatic pressure wash and a water based penetrating sealer (from concrete supplier) will help improve the driveways appearance.  

  Finally, we have met with the buyer and checked the garage floor to ensure it was installed correctly.  While it does not allow water to flow as the buyer anticipated, it does the appropriate fall to the garage door. We understand the buyer was disappointed as they intended to store items on the floor, but we explained that any storage on a concrete floor would naturally have moisture up against a concrete floor and recommended storing anything off the ground. To the acknowledgment of the buyer the garage slab has the correct pitches and was installed with the correct fall.

  With this said and understanding it did take some time to resolve the HVAC we are willing to power wash and seal the driveway as a concession if Mr. ****** would like us to do that. 
  

  ******* ******* | Division President

  Customer Answer

  Date: 03/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I understand that Driveway is not under warranty but driveway
  cracking in 2 weeks of moving in and peeling off completely with in 6 months of
  one snow makes no sense. It is a bad concrete which is unevenly laid. Elite
  homes representatives were here and looked at the uneven laying and confirmed
  that it is expected, which shows the quality of their construction. Any person
  who has seen it has confirmed that it is a bad concrete. Please look into the
  attached pictures where it is clearly evident that the driveway looks like a
  pool when it rains, which is causing all this issues. And the walkway to the
  deck is sloped onto the wrong side which causing the water puddle and damaging
  the deck.
  
  Garage is also unevenly laid and water puddles everywhere
  when we park the car coming back from rain.
  
  HVAC issue is resolved and the flooring company is still
  trying to analyze the issue with no outcome yet.
  
  
  
  Sincerely,
  
  
  
  ****** ****** ************