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:10/06/2022

  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.

  Home purchased July 2021. When we moved in there were a handful of problems*issues with the home that was supposed to be fixed in the upcoming months that didn't happen. In our agreed upon contact we were to do a one (1) year punch list to get issues fixed. I contacted Rivendale Homes via e**** to ask about the punch list. They instructed me to do a warranty claim for some items and were giving misleading information about not having a 1 year punch list to fix items that are not covered under the warranty provided. After giving push back they agreed to fix some of the items on the list but not all. Throughout this process they have not had consistent communication and have decided to not fix things they had originally agreed to fix. In addition, they've*their contractors have not shown up for appointments or when they do show up its drastically late. At this point I don't have confidence that they will either be fixing the issues or that they will be fixing them correctly. Below you will see an attached e**** chain for our communication since July.
  
  https:******.******.com******u*0*?ui=2&ik=**********&****=lg&*********=msg-*********************

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 14, 2022/10/25) */
  Mrs. ******** home was completed and closed on July 23rd, 2021. The home had a few minor "punch out" and/or home inspection items. Some of those items were to be evaluated and/or repaired as courtesy or per the 2-10 Home Buyer Warranty. "punch out" items are not a contract term and are completed as a courtesy to the homeowner per builder discretion. The home inspection clause of the contract states that inspection items are for informational purposes only and that the builder will correct any construction defects per the guidelines of the 2-10 Home Buyer Warranty provided to the homeowner.
  The homeowner was given the contractor contacts to schedule courtesy "punch out" items after closing. The homeowner contacted some of the contractors who completed the majority of the items. Some items were evaluated and/or determined to be within building standards per the warranty. The homeowner did not contact the flooring contractor for the "punch out" molding install until July 2022. The porch railing foot support in question and cutting down stormwater piping were the remaining items to be evaluated and/or completed. After evaluation of the of the rail, it was deemed to be within building standards and the cutting of the pipes was to be scheduled.
  The homeowner, shortly after closing reported directly to us some pooling in the stain of their stairs. The stairs were evaluated in person, and we agreed to repair. At that time, the homeowner asked to defer this repair to the one-year service.
  Please note after the close date, any warranty items are to be submitted to the 2-10 home buyer warranty. The homeowner was provided instructions on how to submit claims. Any submitted warranty requests to the 2-10 home buyer warranty are reviewed, a response regarding those items is sent to the homeowner (a copy sent to us) explaining the coverage of the items, if any, and what items are to be scheduled for builder evaluation and/or repair. The homeowner reached out to us for the 1yr service, asking for guidance for next steps. At that time, she was asked to submit all items to the warranty company (warranty claim attached). After receiving the warranty item requests, we reached out to schedule the covered items and went beyond what was required by the warranty and agreed to repair additional items added that are not covered warranty items as courtesy to the homeowner.
  The painter was scheduled for a painting door repair and the deferred stain correction to the stairs. The painter had a mix up in the dates, missing the appointment time and we apologized for the inconvenience. The painter was then rescheduled promptly. The homeowner was given an arrival time of 8-10am. The painter arrived slightly behind schedule arriving at 10:30am. The repair to the door was completed and the homeowner chose to not have the stairs completed at that time due to the length of time needed for the repair and requested that we schedule for another day.
  The items to be completed as courtesy were scheduled. We had an emergency at another job during the scheduled time. The homeowner was sent an email later that day apologizing for the inconvenience. We then asked that she reach out to our contractor to coordinate a day that works best to accommodate her schedule. She responded that she was filing a complaint with the BBB and would not be contacting us until she received guidance from them. We then sent another email stating that we were willing to schedule the remaining one covered warranty item for the stain repair and the two courtesy items of cutting down the pipes and concrete crack seal.
  In an attempt to resolve this, we are also willing to add an additional support piece to the railing as well.