Complaints

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

close

Find a Location

Gemcraft Homes, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gemcraft Homes, Inc.

  1115 Chateline Dr. Fallston, MD 21047

• 

  Gemcraft Homes, Inc.

  222 North Constitution Avenue New Freedom, PA 17349

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:12/31/2022

  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.

  numerous attempt to contact the home builders about multiple issues with the new build such as
  1. Floors squeaking continuously after an attempt to fix the issue
  2. Living room floor not level
  3. Kitchen floor not level in 2 different places
  4. Multiple holes in the sub floor under padding and carpet.
  5. Both set of steps constantly squeak.
  6. Drywall pops and seams not fixed (1 yr warranty never completed)
  7. Carpet in living room not matching the floor to kitchen (has pulled away from tack strip, been an issue since pre settlement walk through)
  8. Exterior paint not completed (needing 2nd coat)
  9. Fypon above garage door needs replaced.
  10. Yard not graded.
  11. Driveway and yard not level.
  12. Screens in basement window never installed.
  13. wall next to upstairs master bathroom not sanded and painted
  14. Wall above upstairs bathroom has huge crack at the seam.
  
  this is a brand new build move in date was 12/23/2021.
  numerous calls to 2 service managers as well as job site manager

  Business Response

  Date: 01/04/2023

  RE: We received a complaint # 36197954 on your business
  
  External
  
  Inbox
  
  
  
  Vickie ******
  
  Tue, Jan 3, 3:04 PM (19 hours ago)
  
  to me, ******* *****
  
  
  
  We are in receipt and will respond shortly.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Vickie ******
  
  
  
  President of Administration
  
  
  
  Gemcraft Homes
  
  
  
  222 N Constitution Ave
  
  
  
  New Freedom PA 17349
  
  
  
  410-893-8458 ext 222

  Business Response

  Date: 01/06/2023

  Complaint #36197954 - ******* ***
  
  External
  
  Inbox
  
  
  
  James ****
  
  Attachments
  
  Jan 5, 2023, 4:10 PM (20 hours ago)
  
  to [email protected]
  
  
  
  Lisa, I am replying to the complaint from ******* *** address 260 Thoroughbred Drive in York Haven, PA 17370. He presented a list of issues with his home we built approximately 1 year ago. I contacted my service manager to get his side of the story (see attached). He did a Final Post Settlement Warranty List this past summer. The Ney's had 9 items on that list which was initialed and signed off on 8/30/22 (see attached). My service manager and Mr. Ney met on a weekend (only day customer was available) to look at some additional items in the fall. A piece of blown off siding was fixed and the kitchen subfloor was found to be within industry standards. It sounds like some additional floor squeaks have developed since this last meeting. Our warranty on squeaks says "these conditions are often temporary in new homes. We will correct these conditions only if they are caused by underlying defects in construction. A squeak proof floor cannot be guaranteed" (see attached). We have contacted our drywall contractor to schedule a 1 year drywall service with the Ney's. We have 4 hours budgeted for the contractor to fix nail pops & settlement cracks. We have met with this customer, done service work on several occasions and addressed warranty items. Some items were not addressed because they were within industry standards - Jim
  
  
  
  Jim ****
  
  Gemcraft Homes
  
  Western Division Manager
  
  1035 Wayne Avenue
  
  Suite c
  
  Chambersburg, PA 17201
  See Attachment/File: 20230105155341089.pdf

  Customer Answer

  Date: 01/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  To start off with the list was not signed off by myself or my daughters at any time. The initials on the paper provided was done by Ryan a gemcraft employee, the signature is unknown. I have included documentation that I was not able to sign off until after 3 pm via text message. I have also provided documentation that the floor squeaks are not a new issue. Jeremy ************ and Mike from L&L flooring came to my home to evaluate situation, I was informed by Mike that the sub floor was not correct causing the squeaks along with both sets of stairs. I was later informed by Jeremy that the total cost to fix the flooring issue was approx. $5000, Jeremy stated that we could use my home warranty to fix the issues if it was before December 23rd, 2022 (1 year from settlement). This was address in early September and not revisited again until November 2nd then on November 11th received an email from Jeremy stating that his position and responsibilities have been changed and we need to contact Brian Davis service manager (email submitted as well). We have tried a few times to reach Brian but never was able to connect with him however we did then get call from Rommie *******.
  
  I discussed with Rom that my schedule was 7-3 as well as my wife's schedule7-4 he stated that his schedule was 6-2 and Saturday would be only time that we would be able to meet. After finally meeting with Rom on Saturday November 19th we discussed the pre settlement issues, the flooring issues, and exterior painting and fypon. Rom and myself did use level on kitchen floor but this was not the cause of squeaking in kitchen we visited all other areas of the house that was previously stated to me squeaking and Rom informed me that he would be in touch with L&L flooring and get back to me with when they were available to fix the squeaking.
  
  We also discussed that the exterior painting needed to wait until spring because of weather and that the fypon was ordered and would arrive in approx. 2 weeks. He also stated that the dirt in front yard to be level with driveway and steps would have to wait until spring as well because of having to put dirt and grass seed down. The painting of the front door is to be included in the exterior.
  
  We were never informed of any time frame for the dry wall company to come out and repair the nail pops and seam issues. However, I was told that sanding and painting was my responsibility but was never contacted by anyone to set this up, this was to take place after 11 months and to current date of 1/10/23 still have not been contacted to set up a time for this to be completed.
  
  
  
  There are no items listed that are homeowners' maintenance items however all items are covered under 1 year warranty.
  
  As stated in response that all issues observed with the floor would be on L&L flooring however when Mike from L&L flooring was here with Jeremy he stated that it would be on Gemcraft.
  
  
  See Attachment/File: email Pre settlement issues needing fixed

• Initial Complaint

  Date:08/23/2022

  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.

  Gemcraft Home Builders built our house in Joppa MD. They did a very poor job protecting the house from water intrusion. During the rain the window well filled up, broke the window glass and water came in. They are very lazy, do not even work on the warranty items and do not listen to their customers.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Please see the attached list and home inspection report received from this customer. The first list was received on 10/1/21 and schedule and completed on 10/7/21.
  The home inspection report was received on 5/10/22 and scheduled on 6/13/22. Most all of the warrantable items on the home inspection report have been completed and the balance have service orders issued to our vendors.
  This home is a rental property. noted on the home inspection report is clogged gutters, I'm guessing that the gutters were not fully clogged at the time of the home inspection due to the fact that there have been many heavy rains up to the point of the recent basement flood caused by the gutter on the home overflowing into a basement window well.
  On the report it is noted that the clogged gutters is a maintenance item/DIY. Gemcraft Homes doesn't maintain homes after settlement. The customer believes since it is on the report it is the builders responsibility to do the maintenance. This is untrue and not warrantable. Please note that the past rain that flooded this basement was over four inches of rain tat fell in a matter of hours. this caused wide spread flooding and road closers. The news reported many flooded basements and damages in the area. We are not responsible for the damages to this home.

• Initial Complaint

  Date:08/04/2022

  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.

  On January 10, 2020, I settled on my Gemcraft home. Beginning on that date was the start a slope stabilization issue. Below is a short version of my interactions relating to this.
  
  Initial contact with Baltimore County Sediment Control (*** ******** who then became involved with the situation. However due to COVID jobs were put on a holding pattern.
  
  On 9/13/21 Josh ***** of Baltimore County inspected the slope. He said Grade is 1/1 and needs to be 2/1 and that Baltimore County will not pass as is.
  
  10/28/21 Josh of Baltimore County and Dan Lioi (site supervisor) of Gemcraft met at site. Baltimore County not passing grade on hill until corrected as eroded areas and slope not to code.
  
  4/22/22 Central Maryland Contracting came to work on hill. Bags of top soil were spread and area raked. Job stopped when owner (John) came by to inspect and said this was ineffective. He said the CORRECT way to fix this was to bring in a truck load of dirt, dump, rake, and tamp until stable. Soil conditioner, top soil, grass seed, and Curl X would be secured from top of hill to stabilize to rear of hill. Proposal sent to Gemcraft for approval.
  
  4/29/22 - Text from Dan of Gemcraft which stated he told John "cost not an issue so get it done as soon as can".
  
  A series of texts and an email sent to Gemcraft with no response. I reached out myself to Central Maryland Contracting to find out what was happening.
  
  7/27/22 - Spoke with John (owner) at Central Maryland Contracting. He said that Gemcraft has not paid the last three invoices so he will not do another job until paid. When paid he will schedule my job. I emailed Gemcraft expressing my frustration and asked for a response. Nothing.
  
  At this point I have run out of patience. It is not ethical to have a buyer be penalized for an issue if Gemcraft does not pay their bills. I am done dealing with the empty promises and an unfinished job. I want this issue resolved so that I can move on from this.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/08/09) */
  I visited the property on 8/8/2022 and found that the bank is 90 plus percent stabilized. The area in question is outside the boundaries of this customers property line and is part of the community property. This would be the responsibility of the developer and HOA, it is part of the community and not privately owned by this customer.
  Gemcraft Homes did address some issues in this area when we constructed the home but had no obligations to do so. The permit on the home has final inspections and we have no correction notices from Baltimore County to complete any other work.
  Any corrections outside the boundaries of this property should be directed to the developer, not Gemcraft Homes. Baltimore County would have the developers contact information and possibly still be holding a bond on the community.
  
  
  
  
  Consumer Response /* (3000, 12, 2022/08/28) */
  Still pursuing a resolution.