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:09/09/2024

  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.

  ********** delivered our factory-built home in July 2022; we completed it in Dec 2022. Over the next 18 months, we tried to work through warranty issues with the factory. We had leaks in every bathroom, one of which leaked through the dining room ceiling. (Our small plumber fee was reimbursed for this one.) We have electrical issues with the lights in most rooms. Half of the doors are visibly warped. However, the main issue is the windows.The windows were installed by the factory and were not altered by us or the local builders. All installation was completed before delivery.The single hung windows are incredibly gappy and drafty. The weatherstripping has very weak or no contact with the frame, and one appears to have been installed damaged. When I hold a strip of tissue inside many windows, it blows in the breeze. I have video evidence of this in four different areas of the house; I sent two sets of videos to the warranty department, almost exactly a year apart.Earlier this year (2024), we finally had a serviceman come out from the factory to look at the windows. Although I expressed doubts about the "solution", which he seconded, the factory directed him to take apart two windows' trim, shim the middles, and put the trim back on. Unfortunately (as expected), the shims only visibly bowed the window frame but left large gaps along the bottom. I again sent video evidence to Ritz-Craft, showing tissue blowing in the wind inside the "repaired" ********** this point, the factory informed me that there was nothing more they could do to make the situation right, leaving us with many extremely drafty windows and two windows now warped and still not fixed.********** advertises their product as "unparalleled in design, workmanship, and quality" and "consistent superior quality homes" for their customers. "The quality of our building materials is non-negotiable." I do not believe that any professional builder would truly accept this as high-quality or satisfactory.

  

  Business Response

  Date: 10/10/2024

  There where no reports of faulty windows from builder during installation. on 3/8/2024 ********** was on site to service said windows, it was determined that to be a Window manufacture warranty claim that needed to be completed. The homeowner was provided the information to process this claim and ********** is willing to provide any information needed to submit the warranty claim. Ritz craft is willing to assist with providing the homeowner with information needed to submit a claim to the window manufacture. 

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22252779

  I am rejecting this response because -- I do not believe this information is accurate. If we are required to reach out to ****** for warranty, please provide whatever information is required. We have received no information regarding PlyGem warranty from either ********** or our local builder contact.

  In response to your statement:

  (1) The local builder would not have noticed. The builder was extremely negligent, and our contract with him was terminated two months after delivery due to refusal to fix not-to-code work and dishonesty issues. (He has since been the subject of multiple lawsuits by other parties and is out of business.) We had to finish the house ourselves with help from local contacts. Additionally, the house was delivered in summer, when workers had windows open due to heat. We reached out about this issue for the first time after we moved in, shortly after receiving occupancy in December 2022.

  (2) No information has been provided about us submitting a warranty claim to ******. The last contact I had from the warranty department indicated that ********** had reached out to PlyGem and was attempting to get them to fulfill a warranty claim, after which I received no follow-up. The response I received read as follows:

  "We have had this sent to Plygem for a re-assessment by their service/warranty department. I shared your email and videos, as well as our findings when we were onsite last week. I requested that they send a representative to your home to inspect/repair. At this point, Ritz-craft has performed all the service and inspection that would fall within the scope of our warranty and it is unfortunate that we werent able to provide the solution through our service department. We are now leaning on Plygem to step it up and take care of you as the customer. I anticipate a follow up from PLygem within the next couple days"
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 11/05/2024

  This warranty package would have been included in the house package that the builder received when setting the house.  We're sending it again per the consumer's request.

  
  

• Initial Complaint

  Date:01/12/2024

  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.

  I purchased 2 homes. We have replaced floors once. Now they are still rotting. Not in wet areas just everywhere
  I intend on filing lawsuit

  Customer Answer

  Date: 01/16/2024

  [BBB Transcription via Email]

  I need to correct previous complaint.  I have only fixed one floor in my home and one floor in my sons.
  
  There is a huge problem. 

  

  Business Response

  Date: 03/11/2024

  This is the first contact We have had regarding this complaint. Ritz-Craft has made contact with ****** *** to better understand the situation at hand. Ritz-Craft will continue to be in contact with the Builder Rainbow Homes, and ****** *** to come to a solution to this issue at hand. 

• Initial Complaint

  Date:06/14/2023

  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 been battling issue after issue since our home arrived. Every section of subfloor in our home was uneven. We had guys out here upwards of 5 times to address the floor. They decided to upgrade our floor & asked if we could live with the stuff under the carpet so they wouldn’t have to fix the issue. I had taped every room to make it easy for them. They fixed only 2 spots in 1 room by, I am only assuming by sound, snack wrappers.
  
  Another major issue was our shower leaking from day one. We had guys out here to fix 8-10 times. The water had damaged the trim & dry wall surrounding it. We had asked the worker from Ritz Craft TWICE during their week long work session if they were going to replace the water damaged trim & we were met with “I guess if you want us to.” After 15 minutes of their departure, I went to inspect & this man had left the same piece of water damaged trim up but slapped a very thin layer of primer on it in hopes we wouldn’t notice the water damage showing through it. Also, they seemed to have missed securing the panels of our shower correctly because we have over a 10” gap where it’s not secured to the wall.
  
  They left our home a complete mess. Not just a little dust on a few things, a complete disaster. They used our $500 vacuum before they went out and bought their own, because they forgot one. Never asked, just opened our personal closets and found it to help themselves. They left, what appeared to be, a carton worth of cigarette butts surrounding our home which I had to pick up by hand. My dogs both ate some and became sick before we could get them all.
  
  We still have doors that barely work, trim that looks like was found on the side of the road, sinks that leak, and so much more. Ritz Craft has failed to respond to countless of emails worth of communications and pictures. We have all the documentation and done so much work to try to help them, but they have not and will not extend any sort of respect to rectify the issues at hand.

  

  Business Response

  Date: 06/28/2023

  We appreciate brining your concerns to our attention. It is our upmost priority for our homeowners to have a great experience during the process of building a new home. The items in this complaint are alarming to us and would like to give our perspective on this list: 
  Ritz-Craft has been on site for service two (2) times to complete the work order that was submitted with your builder. 4/20/23 & 5/8-12/23 
  Missing or damaged trim:  
  Ritz-Craft replaced or repaired the trim in question. During the service visit we discovered we needed more trim to complete. This trim completion was coordinated with your builder Little Valley Homes. 
  Leaking Shower: Ritz-craft removed wall tile to investigate where the leak was and repaired using new sealant and tile.  
  Uneven floors: Ritz-craft removed LVP flooring to repair the sub floor. Once the subfloor was repaired new flooring was installed. In areas that had carpet, the carpet and pad where pulled back to repair the sub floor and reinstalled the carpet and pad.   
  Tub Cracks- Ritz-Craft repaired these cracks during our service visit.  
  Ritz-Craft has been diligent in responding to your concerns through the builder each time. This is our standard practice for the customer to work with your contracted builder Little Valley Homes and for your builder to communicate to Ritz-Craft to complete and issues that arise.  
  At the completion of the second visit the entire work order was Signed off that all work was completed and approved by the homeowner on 5/12/2023.  

  Customer Answer

  Date: 06/28/2023

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

  We signed off on the work orders because we were told by Ritz Craft that it just meant they were there to work. The first time *** was there, he wasn’t even sent with the trim to replace (which was in the work order) so I didn’t want to sign it but he assured me it was just to show he was there. The second time we even took a picture of the work order and *** had contacted the main offices prior to signing because we were concerned with signing it but, we’re advised, again, it was only showing they had been there to work, not to complete. You can pull your call records from 5/12 to back up *** contacting the offices and we can send security footage of him on the phone if that would be better for you. 
  

  Also, the trim that was water damaged was not replaced, as promised, by Ritz Craft. You may pull all email communications and call records on that as well. My pictures are also in the email from the day you departed outlining that *** had lied to us on the phone and in person. I also emailed Thursday 5/11 to make sure it was replaced because they hadn’t got to it yet, and it still was not, after he promised us. They simply applied a thin layer of primer to mask the water damage. Again, pictures have already been sent and ignored by Ritz Craft.
  

  Your crews also did not address the uneven sub flooring that was taped out for them in 3 rooms. They removed the tape, but did not bother fix. 

  We have not received any response as to why your crews went through our personal belongings and used our personal items resulting in damage and us having to remove them from our home, to which your guys were confused about because they couldn’t find said item to use at their leisure again. They did not come prepared and decided they would help themselves to our personal closets and belongings. 
  

  No one from Ritz Craft has bothered to address the situation or return a single phone call/email about the solution to our damaged personal belongings from your crews. That is not our builders responsibility as they were all men directly from Ritz Craft. 

  
  
  
  Sincerely,
  
  
  
  ********* ****