Business Profile

Home Builders

Gemcraft Homes, Inc.

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Complaints

This profile includes complaints for Gemcraft Homes, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

13 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

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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:11/14/2024
Type:Product Issues
Status:
ResolvedMore 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.
My wife and I bought a brand new house from Gemcraft Homes on April 25th of 2024 in the ******** neighborhood in *************. It was against my better judgment but this was the only new construction hose available in the area. We have had multiple service issues since moving in including a drainage problem on the side of the house which they had the landscaping company try to fix to no avail. We have sent numerous emails to Gemcraft and there subcontractors getting no response or a response after we have had to pay a competent company fix. We have had a well line leak in the basement that the well drillers never even returned our call that had to be fixed $600.00 because an adapter was only hand tight. We spent $1200.00 having the furnace venting fixed and inducer draft motor cleaned because the ************ installed the vent piping with barely any slope and a big sag in the middle holding water. Trying to make someone wait a week to even look at the problem is unacceptable since we didn't have heat so we had it fixed. Someone needs to be held accountable and owes me $1800.00
Customer Answer
Date: 11/14/2024
Any decent company would have already acknowledged and responded to our complaints. We will be starting legal action.
Business Response
Date: 11/25/2024
1. Plumbing Leak: Attached are photos of the leak that were provided by the customer on 11-12-24 The leak was originally reported to this office as a foundation leak around the water service line and a service order was issued to our foundation repair company for repair. Noted in the attached email from Mr. ************* received on 11-6-24 he found the leak to be at a plumbing connection and he was asked to contact the plumbing contractor to schedule an appointment that happened on 11-11-24. I received the attached email dated 11-12-24 while I was on vacation and the attached online service request on 11-13-24, both were forwarded to our production department to assist in service. The BBB complaint was summited on 11-13-24 before anyone had time to react..
2.**** Issue: As noted on the service request dated 11-13-24 it appears that Mr. ******* found that he had a heating issue on 11-10-24 and notified the **** contractor Red Steel. It appears that he didn't want to wait for their next open appointment and repaired it himself according to the service request.

Gemcraft Homes has never ignored this customers service request and did not ask or authorize an outside vendor or Mr. ******* to provide services. It appears by the foot note on Mr. ******* emails that he owns ******* Plumbing and Mechanical.
Customer Answer
Date: 11/25/2024

Complaint: 22553384

I am rejecting this response because:

Sincerely,

*** *******
Customer Answer
Date: 11/25/2024
We are still waiting on a call back from ******* ****** well drilling about the well leak and we were definitely not going to wait a week while we didn't have heat so unfortunately I had to pay my employees to come fix the problems, the fact that I own a plumbing and ************ is irrelevant. We are still also waiting on someone from Gemcraft to come out and fix the drainage issues on the property that we have sent numerous service requests for. I completely understand not every issue is a emergency but water leaking in the basement and no heat certainly are!
Business Response
Date: 12/04/2024
Our production supervisor has met with the customer about the yard ponding water and we've contacted the landscaper and asked that the repair happen ASAP.
Business Response
Date: 12/04/2024
Our production supervisor has met with the customer about the yard ponding water and we've contacted the landscaper and asked that the repair happen ASAP.
Customer Answer
Date: 12/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** *******
Initial Complaint
Date:08/22/2024
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 built our home with Gemcraft, moving in late November of 2022. Since then, they have had a multiple page list of outstanding unfinished items, poor workmanship, incomplete work, and items installed incorrectly. Over the last year and a half, the builder has given me the run around and have yet to complete any of these items. I have I writing from Gemcraft, that my driveway was to be topcoated in 2023 which has still as of yet to be completed. I received an email from a manager of Gemcraft back in January promising a list of items that they promised to fix including correctly fixing a sinkhole in the center of my driveway that has still yet to be done. Ive also had exterior doors that were removed and reinstalled incorrectly and are actively leaking. I spent over $10,000 to upgrade our master bathroom which was done completely wrong. The shower glass was installed incorrectly which Gemcraft acknowledges is incorrect but has yet to fix, niches were installed off center which again multiple employees acknowledged included during the actual building process but has yet to be completed, and granite countertops have been installed off center which have yet to be replaced along with a long list of other, expensive items. Gemcraft has since stopped responding to all forms of communication with me. I have attempted to contact the project manager and service department multiple times with no response as well as email the production manager with no response. I had paid them in full at time of settlement and almost two years later, my home is incomplete and filled with terrible craftsmanship. I can send loads of pictures and evidence if you need anything further
Business Response
Date: 08/22/2024
BBB, We have contacted Mr. ****** and have a meeting set up with him on 8/28/24 @ 1pm to review his concerns - ***
Customer Answer
Date: 08/27/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I do want to keep the complaint open until the outcome of the meeting

Sincerely,

******* ******
Customer Answer
Date: 08/28/2024
This complaint has not been resolved. I have not met with Gemcraft yet. The meeting is this afternoon but as of right now, none of the issues have been resolved
Customer Answer
Date: 08/28/2024

Complaint: 22171204

I am rejecting this response because: This complaint has not been resolved. I have not met with Gemcraft yet. The meeting is this afternoon but as of right now, none of the issues have been resolved

Sincerely,

******* ******
Business Response
Date: 08/29/2024
I met with Mr. ****** yesterday at 1pm. I thought it was a good meeting. I took pictures of his concerns, I agreed that some of the items need additional work. Some items will not be able to be addressed because of an ongoing dispute between Mr. ****** and our flooring & ceramic company that is outside our builder contract. We agreed to schedule this work Sept 30-Oct 3 (Mr. ******** current time off).
Initial Complaint
Date:07/22/2024
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.
The business has not responded after several emails to the owner and CEO. - the emails messages are attached. Under contract to build home December 31, 2023. The land seller did not want to sell to Gemcraft because of their deceptive, unprofessional, and threatening practices. Gemcraft stated it would be best for them to purchase the land instead of me because the land would need to be sold to them to build the house; this would remove one of the transactions. After Gemcraft went under contract for the land on our behalf, they canceled our contract and closed on and kept the land. I will also file complaints against Gemcraft with other regulatory bodies in ******** because due to their threatening, deceptive, unprofessional (and we believe discriminatory) behaviors - see the attached messages.We are asking that Gemcraft the lot intended for us, to us.
Business Response
Date: 08/01/2024
Gemcraft was in negotiation with Mr. ********
A deposit was received, but contract terms could not be agreed upon.
Therefore, the deposit was returned.

Customer Answer
Date: 08/01/2024

Complaint: 22018008

I am rejecting this response because: the response has nothing to do with the complaint. Gemcraft entered into an agreement and purchased the lot on behalf of us from the seller who only sold the lot so our family to build on it. The original seller, my agent and the seller's agent is willing to attest to the contingency. The only solution to this matter is to sell lot 1 back to us.

Sincerely,

*** *******
Customer Answer
Date: 08/01/2024
Yes, the business returned our deposit after holding the contract for over four months. They threatened us and attempted to exploit the situation for more money after we signed in December 2023. The seller sold us the lot, but Gemcraft stated they needed to purchase it and then transfer everything to us after the house was built. All parties understood that if our house wasn't being built, the deposit and land should have been released, as it was contingent on building our house. The deposit isn't the issue- the land is.
Business Response
Date: 08/02/2024
We agree with Mr. ******* that no monies are due him. Gemcraft Homes is a homebuilding company. Gemcraft Homes does not sell lots to consumers.
Initial Complaint
Date:11/02/2023
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.
I am writing to formally complain against Gemcraft Homes, the builder of my newly constructed home located at ** ******** ******* ************** ** *****. Over the past ten months, within the first-year warranty period, I have diligently sought resolution for numerous pre-settlement and warranty-related issues. Regrettably, despite my persistent efforts, I have received no response from Gemcraft Homes. The consequences of this neglect are progressively deteriorating my home, causing mental trauma to my family, particularly concerning the safety of our three-year-old child.

The distress began with flooring issues - floors that are bumpy, dented, and uneven, posing safety risks. My attempts to address these issues with Gemcraft Homes were met with an unsatisfactory response, redirecting me to the flooring vendor, L&L, who attributed the problem to the builder's subpar subfloor work. Despite multiple attempts, the builder has not inspected or addressed the flooring issue. I organized an independent inspection and obtained estimates from ****'s and **** *****, all confirming the builder's subpar subfloor work. Attached are the inspection report and estimates for your reference.

Additionally, issues with the ceiling have emerged, particularly in the second-floor master bathroom, where staining suggests water infiltration, and the ceiling is damp and damaged.

Numerous other warranty-related matters have been reported, yet no representative from Gemcraft Homes has arrived to address these issues, with appointments repeatedly rescheduled. I have kept records of all our text messages, email follow-up, and inspection reports.

I implore Gemcraft Homes to promptly address and resolve these outstanding warranty issues based on the documented inspection reports and listed warranty items. The situation has significantly affected my family, especially the safety of our three-year-old child, considering the potential harm from the flooring issue.
Business Response
Date: 11/10/2023
Dear BBB, I checked the file for ******* ******** at Crosby Court lot 11 address ** ******** ****** ** ************** **. There is a customer signed presettlement form dated 12/16/22. This shows that the items at the original walkthrough were completed. I don't see any secondary lists in the customers file. I talked to my service manager Rommie ******** about this home. He said he send his assistant Ryan Gross to this home 3 weeks ago to look at a leak with drywall damage. A service ticket was issued to our plumber to fix the leak. Rommie was following up to see if the plumber completed the service. Rommie called the customer this morning and scheduled a meeting for Monday November 13 at 8:30am to review the customers list. Rommie mentioned that he had seen a previous list and that most items were not covered by our warranties...pipe cover in street sticking up, dead bushes - Jim
Jim **** Gemcraft Homes Western Division Manager
Initial Complaint
Date:07/17/2023
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.
I have several warranty issues and it has been a struggle to get them to fix them, I read the warranty book several times, so I am sure these are warranty issues. They never replied to any of the warranty requests I did in their website, finally I was able to talk directly to *** (the Pennsylvania service manager) about them, after struggling with him to come to inspect the issues he finally came and said they will be fixed, but I have been waiting for months and the issues have not been fixed. My closing date was May 2022.I will list the issues below in order of importance:1. Squeaky and creaky floors and loose subfloors, this issue is all over my house (almost in every room of the house), it is not simply the noise, the floors were installed very poorly, when you walk on them you can feel them moving, you can feel them sinking, and there is a portion of the carpet that is bulging out. I first reported this issue on 07/2022 and I was told to wait since the house was new and noises were expected until the house was settled, I waited but the issue is not going away, it is getting worse, I sent a warranty request again in 12/2022 and also contacted *** directly, after several weeks and several messages I sent him, he replied that he will come in 01/2023 to inspect the issue, I waited for weeks and he finally came twice, one of the times with the manager of the floor company. He said that my floors will be fixed but I haven't heard from him since that las message in May.2. There is a broken beam in the basement, is one of the beams that is holding the floors on the first floor, so this is a structural issue, I sent pictures to ***, and he told me that someone will come and fix it on 04/11/2023, we waited all day, but nobody came.3. There is big crack in the poured cement in the basement that exceeds the measurements specified in the warranty that are covered and they say will fix, I took pictures and sent them to both *** and ***** and neither of them replied.
Business Response
Date: 07/19/2023
BBB, I contacted my service manager about this complaint at ******************************************************************************* He was aware of the floor squeaks and cracked floor joist. He agreed these service items need to be worked on. He has been trying to find time in his schedule to get this work done. I told him the delay has upset the customer and caused them to file a ******************** complaint. I told him he needs to get this service work scheduled with the contractors & customer soon. He agreed and said he needed to look at the slab cracks to see if they exceed our warranty standards. Thanks - ***
Customer Answer
Date: 07/25/2023
Even though they said they are going to repair the issues I have not heard back from their manager to solve the issues, they have been saying the same for months and they don't fix the issues. So, until now the issues are not solved, and their manager has not even contacted me to schedule the appointment they say they are scheduling (how many more months should I wait?)

Thank you
*****
Business Response
Date: 08/15/2023
I contacted my service manager about this customer. He told me he would contact the customer this week and schedule the service work.
Business Response
Date: 08/16/2023
I contacted my service manager about this customer. He told me he would contact the customer this week and schedule the service work.
Initial Complaint
Date:06/12/2023
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.
My wife and I closed on our house in November of 2022, since that time we have had issues with the back yard, specifically the poor grading and large area in the middle of the yard that sunk in. Numerous attempts were made to have the issue corrected and finally in March 2023 we were told the yard would be addressed. No one came out to correct the grading in the yard until about a month later in April 2023. The back yard was still not fixed properly. Much more dirt was needed than what was brought in and there was still a large sunk in area in the back yard and issues with water pooling on the other side of the yard. I addressed this issue again with a Gemcraft service member and after they took some photos and contacted a service manager, we were told they would not be coming back to fix the issue. I eventually grew tired of the excuses and seemingly lack of care Gemcraft Homes was providing and got a second opinion. Ultimately, we paid thousands of dollars out of pocket, and it took 6 dump trucks worth of dirt to properly fix the grading in the back yard. I am out of patience regarding this issue and have addressed the Gemcraft team here about getting reimbursed for an issue that should have been done correctly the first time. This whole situation is unacceptable.
Business Response
Date: 06/14/2023
BBB, On June 1, 2023 myself & site supervisor met with Mr. ******** at the request of our sales **** By the time we got out there, the work had already been completed. There is a storm drain on the right side of customer lot which goes under the road. Rain water from several lots runs to this storm drain. There was a drainage swale that ran through the middle of customers backyard to help with drainage from neighboring lots. That has now been filled in with the 6 dump trucks of dirt that was brought in. Mr. ******** told us the landscaper did use a laser level to make sure the drainage still works. I am concerned that the altered grade may be a problem with drainage in the future - ***
Customer Answer
Date: 06/14/2023

Complaint: 20169934

I am rejecting this response because:
The drainage in the back yard is still intact, and the site supervisor was well informed of the issues in the back yard before any dirt was brought in. In fact, my wife and I spoke to site supervisor directly and asked for dirt prior to purchasing any.
After the second time the yard was re-graded by Gemcraft the yard still had issues. To get the yard correctly graded, I offered a compromise, that if Gemcraft would supply the dirt I would take care of the rest. After the site supervisor took photos,Mr. **** denied the compromise. I had the yard fixed to township specifications to ensure proper drainage, and let the sales representative know I was planning on contacting the better business bureau, emails attached. It was only then that Mr. **** came to my home. During his visit, he made the statement that the yard looked good, he didnt understand why we needed it fixed. It was explained we had it corrected prior to his visit. Mr. ***** left with no resolution because he needed to discuss further with the site supervisor and sales representative. *************** response to this compliant we had not heard from him, his site supervisor, or the sales representative.
The storm drain was not altered in any way, again, I went over all of this with the site supervisor. Since having some heavy rain over the last couple days, we have not had any water pooling on the side of the yard or any more issues with water pooling in the large sink hole that occurred initially. Pictures of this from a couple months ago are attached.

Sincerely,

******* ********
Initial Complaint
Date:05/24/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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.
I settled my house on September 17, 2021 and soon after i saw hairline crack and different color patch on almost whole block on driveway, I brought that to supervisor attention verbally as he came to fix other issues, but after few complaints to him i sent an email to their complaint department on January 3rd 2022 with pictures and requested him to fix the issue, he said they will send someone to have a look but no one came other than same supervisor. i thought they would fix it at the yearly warranty, but i had no luck there, and my final email to their complaint department was on October 19th 2022 when they finally said they are not going to do it as it does not cover under warranty.
Driveway is almost cracked and one block on the yard side is fully cracked due to hallow space underneath or something

i want Gemcraft to pour new concrete as it was poured poorly and specially two different colors of driveway on a new house is not something you want:(
Initial Complaint
Date:05/02/2023
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.
I purchased a house from ******** in March 2021 and have had numerous issues with them fulfilling their contractual obligations. I simply want the house they advertised and that I paid for. It has been an extremely frustrating experience with this builder and company on many issues. The main complaint is the builder not standing behind their product and house and not completing the remaining items from my 1 year walk through. I also feel I have been discriminated against as a single female, by several male employees not respecting me as the homeowner. Even though I was screamed at by one of their employees, I took the high road and continued to try and work with them to get my remaining 3 issues resolved. I have continually reached out via email and voicemail to Brian ***** since December with no response. He kept telling me we had to wait until spring for the remaining 3 items to be completed. I did my best to work with this builder to resolve the issues, however I have continually received no response. I want someone to follow up and pay me the money to get the remaining items completed/fixed myself. I tried and tried to work with ******** to let them fulfill their contractual obligations, but they are not and now we are here. I would really appreciate for someone from ******** to respond and get these issues resolved once and for all. Thank you.
Customer Answer
Date: 05/02/2023
Why do you need a copy of my house contract purchase? Not sure I am comfortable sharing that as it has personal information.
As shared in my complaint, last correspondence received from Brian ***** at ******** was in December 2022.

Business Response
Date: 05/04/2023
Please list the three items that are mentioned in the complaint.
Initial Complaint
Date:02/07/2023
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.
I had my house built, went to closing in November 2022 and the craftsmanship of this home Is horrible. I believe the people who worked on my home were not professionals in the field of home building. The contractor supervisor continues to feed me a bunch of lies. This isn't my first house built....but it is the worst one!
Bathroom Sink (powder room) has a hole in it
Kitchen counter by the sink the granite is raised
Every ceiling in every room where the hole was made to place the sprinklers in, you can see the hole (Should it have been caulked, and painted better?
Light switches aren't placed on correctly, you can see the hole, crooked
base boards are lifting and no wood filler applied or sanded or caulk added to the baseboards.
I have to slam the door to the garage for it to lock
The fireplace was put in terribly, there is bubbling, cracks, and it's not smooth at all. It's raised from the wall meaning the frame of the fireplace is not against the wall.
The door knobs are coming off most doors
two holes in the wall by the basement handrail
The window in the study is different than the other windows
Baseboard in the living room coming off the wall
Bathroom upstairs door leading to the toilet doesn't close or lock
Lumps in under the carpet in the living room and master bedroom
Crack all the way in the ceiling upstairs
Business Response
Date: 02/16/2023
Our Cecil County Production Supervisor has met with the homeowner in person. All
items listed in the complaint have been addressed in detail. Warrantable items
have been completed or a plan of action with the homeowner has been agreed
upon.
Customer Answer
Date: 02/01/2024

I am rejecting this response because: I never sent anything regarding the yard. The items have not been addressed. I'd like this complaint opened or re-opened. Items have not been addressed

Sincerely,

***** **************
Business Response
Date: 02/01/2024
We spoke to this customer on Tuesday January 30th. There's three contractor service orders that are still open as follows. 1. Replace bathroom mirror: the contractor has left the customer a voice mail to schedule but she hasn't responded to them yet. 2. Replace concrete walk and step at front door due to settlement: This is scheduled for Tuesday February 13th weather pending. 3. Replace front porch post that has a factory defect: this is scheduled on Sunday February 4th.
Some items in this complaint have not been mentioned before so we will need to look at them when we schedule our follow up appointment, all warranty items will be addressed when we return.
Customer Answer
Date: 02/01/2024
They have not said anything about my yard. They talk over my yard. I want them to fixe my yard.
Customer Answer
Date: 02/01/2024

I am rejecting this response because:
This is in regards to my yard. The yard was dug up twice to fix the septic issue that was not of any fault of mine. In doing so they left the yard unlike it was when I moved in. I'm just confused as how when I moved in the yard was nice and flat. Yet now you are saying it's nothing you can do.

The first time you all had to fix it, it was fine. The yard was placed back in its original state. The second time it was not, you all left it a mess with rocks everywhere. You placed rocks in the hole as you said the top of tge septic was slipping off. You promised, not you, but your representative Joe assured me the rocks on the top of the ground would be removed and tge yard would be fixed. That wasn't done and now I'm being advised you will not fix it back to the original state. This is unacceptable to say the least. I'm asking for you to return it to its original state.

The least you could do after purchasing a home from what I believed to be a reputable company is fix what your team allowed to happen.

Sincerely,

***** **************
Business Response
Date: 02/07/2024
Gemcraft Homes will adjust the height of one of the three plumbing utilities in the yard and add soil to adjust the grades as well as possible. The yard will never be level do to the street and foundation elevations. This correction will be completed in the Spring of 2024 when temperatures are more favorable for seed germination.
Initial Complaint
Date:01/30/2023
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.
I recently settled on my new home with Gemcraft Homes in Captains Cove VA. I started this grueling process in July of 2021. When I chose my lot for my new home and signed the contract, I was given a timeframe of completion of about 6 months. At the time, I expected 'normal' construction delays and expected the home to be completed in about 6-8 months. At the time I signed the contract, mortgage interest rates were at a historical low, under 3%. A few months later, it was brought to my attention that the lot was caught up in a process that needed to be vetted out by the **** ****s. Gemcraft admitted that they were not aware of this paperwork process that needed to be completed prior to selling me the lot. I agreed to 'hang in there' and allow them to work with the **** **** to resolve the issue because I was made to believe that there was constant positive headway and progress being made. It was about 1-year later when it became clear to me that this lot was not going to be released by the **** **** any time soon and that Gemcraft was not going to advocate for me otherwise. At that time, I requested a monetary solution from Gemcraft to help pay for the rapidly increasing interest rates that were closing in on me. They declined any monetary adjustment but did offer me the opportunity to change my lot or withdrawal from the contract without penalty. I choose to continue and change my lot. I finally settled on my home today - interest rates over this 18 month process more than doubled and cost me hundreds of dollars a month and tens of thousands of dollars over the course of my loan. All of this because Gemcraft failed to do their due diligence on a lot they sold me prior to selling it. I was the first lot with this issue in the neighborhood and lots on this road that went under contract after me had the luxury of knowing ahead of time of the delays. I have asked Gemcraft several times for a monetary solution to the financial burden they caused and have been denied.
Business Response
Date: 01/31/2023
The buyer purchased a lot that had wetland impacts which significantly slowed the permitting process. In April of 2022 the buyer was offered three options.
Wait it out for the USACOE approval for construction, move to another lot or
refund her deposit and cancel the contract. The buyer chose to move to another available lot. Gemcraft from that point on built the house in a timely manner per the contractual agreement and is not offering any type of refund.
Business Response
Date: 02/03/2023
Gemcraft was not made aware of the wetlands impact until the permit to build the purchased house was submitted to the county. The permitting process does not happen until a buyer signs a contract for a lot and house to be built.
Customer Answer
Date: 02/07/2023

Complaint: 18941508

I am rejecting this response because: Gemcraft is not acknowledging that they failed to disclose a material fact which puts them at fault for my financial burden.

Sincerely,

******** *******

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Gemcraft Homes, Inc. is NOT a BBB Accredited Business.