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:02/12/2025

  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.

  During the build we were assigned three different project managers, all of which never provided any updates or communication without us having to reach out multiple times. The **s would ghost us, then we would have to reach out to Rolwes to find out that they were no longer with the company, and we'd get the contact info for the next one. The house took a lot longer to finish than they estimated, about two months. The foundation was poured 5 weeks later than we were told it would be. There is a house across from us that has not been touched since we moved in, that has a huge crack in the foundation that has just been covered up with a piece of plywood. My house has had a leaking crack and seepage in the basement, and there are several other houses in the community with foundation issues. ****** has completely stopped development in the neighborhood and removed all trace from their website. They will only tell me there is a dispute going on with the developer. Something is going on here. They have also been slow to get issues addressed that we had pointed out in our final walkthrough. We closed in November, and it took until the end of January to fix the crack in the Basement(we had to reach out multiple times, the ** ghosted us at this point). It took until February to fix trim issues that they told us would be fixed the day we closed. Lots of smaller issues that show their lack of attention to detail, these are just the large ones.

  

  Business Response

  Date: 02/19/2025

  To Whom It May Concern: 
  We regret to hear that our customer, Mr. *** is dissatisfied with his home and disappointed in the building process.  We appreciate this opportunity to address his concerns.  Please know that our customers' satisfaction is important to us.  
  
  We acknowledge that staffing changes in project managers are not ideal. Regrettably, these changes were prompted by unexpected situations and personnel changes that had an impact on our operations. We acknowledge that this can cause confusion, and we regret not being able to communicate with Mr. *** more effectively and consistently.  
  
  Regarding the status of the ***********************, we have made the decision to place sales in the undeveloped portion of the community on hold due to an ongoing dispute with the developer concerning a specific lot. The decision to pause sales of future was not related to any existing homes besides the partially constructed home that is the subject of the dispute.
  
  Regarding Mr. ***** concerns about his foundation in his home, we have been actively working to resolve his concerns.   Quality Waterproofing reviewed and sealed the crack, after being delayed due to weather.  Mr. *** has recently informed us that he has another leaking crack, and we have an engineer scheduled to review his home on February 21, 2025. After the engineer's evaluation we will work with Mr. *** regarding next steps on resolving his concerns.
  
  As always, Rolwes Company is committed to addressing any issues that arise. At this time, we do not have any other open warranty request. We ask that our customers send all warranty request to our *********************************** email address.  
  
  Thank you for helping us provide answers to our customers, if you have any further questions please feel free to reach out.
  
  Thank you.
  Rolwes Company 

• Initial Complaint

  Date:01/09/2025

  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.

  The Scandals of this company run very, very deep. They have been improperly pouring foundations for who knows how long, they have begun building in developments and then just leave and don't finish because they get either kicked out for bad business practices, like they did in ********** and now ********* in *********. Every single person on my street is having issues with ****** and issues with their foundation and we just get the run around. I've been in my home since June 28th & have continued to have water seeping in from the foundation, which confirms what I was told about the way they pour their foundations. ****** continues to try to repair without repairing the actually issue, because they can't. The real issue is the foundation and the fact that they do not put Steel in their footings and they don't use any vertical steel either. They've graded the yard several times, buried down spouts to carry water away from the house, sent people out to deepen our sump pump and they said there's so much water one sump won't work, so now they are supposedly going to add another one, but another week goes by & nothin.They put a grinder pump on our lot without ever getting our approval or notifying us. From talking to several developers as part of my day job, many have given feedback that grinder pumps should never be used as a permanent solution, let alone to have had one put in without us signing off on this or agreeing to it. It just showed up during one of our walk throughs and the Super said we signed off on it, and we did not. We actually chose the lot that we did because we were told it DID not have one. I have all of my paper work and non of it discloses a grinder pump. I have resources that are very familiar with ****** practices and that they are doing many many things dirty. They didn't develop the land properly, the soil is bad.. the list goes on. You cannot trust this company. Buy a home else where so you don't move into a home with major issues.

  

  Business Response

  Date: 01/15/2025

  To Whom It May Concern:  
  We regret to hear that our customer, Mrs. ******** is dissatisfied with her new home, and we appreciate the opportunity to address her concerns. Please know that our customers satisfaction is important to us.

  
  Regarding the status of the *********************************************** made the decision to place sales in the undeveloped portion of the community on hold due to an ongoing dispute with the developer concerning a specific lot. The decision to pause sales of future was not related to any existing homes besides the partially constructed home that is the subject of the dispute.
  

  With respect to Mrs. ********* concerns about the installation of a grinder pump at her home, grinder pumps are indeed considered an appropriate and effective addition to sanitary sewer systems in certain residential settings. They are typically used in areas where gravity systems are not feasible, such as in low-lying areas, where the sewer main is located too far from the property, or where elevation differences make gravity flow impractical due to having a main sewer line at a higher level. The grinder was installed at no additional cost to Mrs. ******** due to the elevation of the main sewer line, and she was aware that it was installed at the time she closed on the home. It was an unavoidable addition and is working as it should work,with no problems.
  

  Regarding Mrs. ********* concerns about her foundation in her home, there are no issues, and the foundation was built in accordance with the Warrenton building code. Licensed Structural Engineers approved the manner of construction of the foundation and concluded that vertical steel and steel footings are not necessary.
  

  As for the issue with water infiltration between the foundation wall and basement floor, a Rolwes Company representative has been in contact with Mrs. ******** to arrange for the installation of an additional sump pit. It is not uncommon for homes located at the lowest grade point on a particular street to require this. We will follow up with Mrs. ******** and the company chosen to do the installation until this matter is resolved.
  

  As always, Rolwes Company is committed to addressing any issues that arise. We ask that our customers send all warranty request to our *********************************** email address.  Thank you for helping us provide answers to our customers, if you have any further questions please feel free to reach out.
  

  Thank you.
  Rolwes Company 

• Initial Complaint

  Date:08/21/2024

  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.

  Nov 2023 paid a lot premium to ********* and they will not finish my lot or maintain the retention/detention area witch all homes in new neighbor hood pay an HOA fee have had meetings with them also with them and city and nothing . i believe all home owners should have HOA fee refunded and not have to pay up coming year untill the areas are maintained. i also believe at least half if not all of my lot premium should be refunded because they will not finish my property they have made the 4 lots in this court very dangerous with the water from the retention area it will wash a grown man away we have little ones that play in there back yards and could be drowned

  

  Business Response

  Date: 08/23/2024

  To Whom It May Concern,
  
  Thank you for allowing us the opportunity to address ************************ concerns.
  
  Firstly, regarding HOA fees and common ground areas, please note that Rolwes Company does not manage or have control over these aspects. As outlined in the Declaration of Covenants, Conditions, Easements, and Restrictions for Providence Estates, these matters are overseen by the ********************************** LLC) and the Board of Directors of the **** Since Rolwes Company is neither the Declarant nor a representative on the Board, we are unable to influence or address issues related to HOA fees and common areas. For any concerns or inquiries related to the **** we recommend for ******************** to contact the Board of Directors directly.
  
  Regarding the grading of ************************ homesite, we have completed the grading in accordance with the approved Site Improvement Plans. These plans specify that the rear yard should slope down towards a waterway that crosses from right to left. As detailed in the plans, a detention basin was established to manage drainage and control the amount of stormwater flowing into this waterway.  To prevent erosion, rip rap was installed along the waterway. The site has been reviewed and approved by the Developer, the City of Foristell Building Commissioner, and the Citys engineer, all of whom have confirmed that the grading meets the specified requirements.
  
  Regarding the homesite premium, it is standard practice to adjust premiums based on various factors such as the size and location of the lot. ********************** lot, being situated in a cul-de-sac and being the second largest in the development, were significant factors contributing to the premium applied. Given these considerations, Rolwes Company will not be issuing a refund for the homesite premium.
  
  Thank you again for giving us the ability to respond.

• Initial Complaint

  Date:07/09/2024

  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.

  I purchased a home from Rolwes in January, and unfortunately, the experience has been far from satisfactory. From the beginning, the process was highly disorganized. The company changed the salesperson and the project manager multiple times, which left me with no consistent point of contact. This lack of communication and continuity made it extremely difficult to stay informed about the progress of my home.Now, seven months later, I am facing issues with the plumbing, and getting someone from Rolwes to address these problems has been a significant challenge. Considering the substantial investment of nearly $300,000, I expected a much higher level of service and responsiveness.Overall, my experience with Rolwes has been disappointing. I will not be referring them to anyone and will advise others to consider alternative builders.

  Customer Answer

  Date: 07/12/2024

  I'd love for compensation, or credits or something. I'm not sure what they would do. I feel like nothing with the way the building and buying process went. I just mostly want everyone who is able to look them up to know how they work. 

  

  Business Response

  Date: 07/18/2024

  To Whom It May ********

  We are sorry to hear that **************** experience with Rolwes Company has been less than satisfactory. We appreciate his feedback and we take his concerns very seriously. We strive to provide high-quality homes and excellent customer service, and always looking for ways to improve.

  We acknowledge that staffing changes in the sales representative and project manager roles are not ideal. Regrettably, these changes were prompted by unexpected situations and personnel changes that impacted our operations. We acknowledge that this can cause confusion, and we regret not being able to communicate with ************ more effectively and consistently.

  ************ reported issues with the plumbing in his home via a phone call on July 5, 2024, our warranty department created a service ticket regarding the issue. These concerns were addressed on July 11, 2024. Should ************ require further assistance with his home, we would encourage him to reach out to our warranty department, as we are committed to honoring our warranty.

  Thank you for giving us the ability to respond to customer concerns. 

  Customer Answer

  Date: 07/19/2024

  Complaint: 21964660
  
  I am rejecting this response because:
  You guys are very vaguely responding to what I said. But I know that you aren't trying to rectify. you are just doing this to look good. You need to look deeper into your company. now I own a home with you guys and it *****. Can you imagine?
  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/19/2023

  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 would not trust this builder. They pride themselves on quality but they are far from it. They are also very dishonest. They will knowingly leave out information about extra costs in your contract. For example, nobody ever mentioned anything about a CID (community improvement district) while we were going through our buying process. They charge every home owner $1500 per year for 30 years through their real estate tax bill. In the end Rowles recoups extra $45,000 from each home owner on top of the cost of the home. When I questioned them about it, their responses was that it was disclosed in the purchase agreement but it never was nor was it ever brought up by any of the Rowles employees. IT WAS NEVER DISCLSOED!!!! I believe they purposely hide this information from buyers just to get them to buy their homes otherwise many people would walk away if they found out that they would end up paying extra $45,000 on top of the final cost of the home. I know we definitely would have. After speaking with many of my neighbors, they were surprised to hear about this and were also not aware of this extra cost being hidden in our real estate tax bill because it was never disclosed to them either. This was beyond disappointing to find out, that this builder (ROLWES) treats customers like this. We would have not signed the contract if we were aware of this extra cost that was never disclosed.

  

  Business Response

  Date: 10/20/2023

  Thank you for reaching out to us and giving us the
  opportunity to respond to Mr. ********** statement. 

  Prior to signing the Purchase Agreement, Mr. ******** was
  given an “Addendum to Purchase Agreement – ********* *********** ********” (see
  Exhibit B). This addendum states,
  “Purchaser acknowledges and
  agrees that the Property is a part of the ******** ***** ********* ***********
  ******** (the “CID”), and that prior to signing the Agreement Purchaser was
  provided a copy of Jefferson County Resolution No. 19-004 which establishes the
  CID. A copy of Resolution 19-004 is attached hereto as Exhibit A (see
  Exhibit A) and made a part hereof for all purposes. Purchaser further agrees
  that following Closing Purchaser shall at all times abide by the terms of the
  CID as the same may be amended or modified.”

  Exhibit A explains the CID, including the duration of the
  CID (Section 1) and the rate of the annual assessment (Section 3).  On April 25, 2021, Mr. ******** signed this addendum, acknowledging
  and agreeing that the Property is part of the ******** ***** CID and that he
  was given the information about the CID.

  Customer Answer

  Date: 11/20/2023

  Please use this as a response to Rolwes. Exhibit A was given to us after the fact the contract was signed. We never had the chance to read it before signing the contract. Rolwes sales person ******, gave us a black leather binder with Exhibit A in it after we signed everything. It was the last document that was given to us. 

  In the original purchase agreement, that is nine pages long there is no mention of a CID or that it will cost $1500 per year for the next 30 years. Exhibit B mentions the CID but it does not mention the $1500 per year cost and we did not know about it because we did not see Exhibit A until everything was signed. 

  AFTER WE SIGNED EVERYTHING IS WHEN WE WERE GIVEN EXHIBIT A. 

  

  Business Response

  Date: 11/21/2023

  Dispute Resolution Department,

  Mr. ******** signed Exhibit B, acknowledging that he was provided
  with a copy of Exhibit A before he signed the Purchase Agreement.
  Both Exhibits A and B are attached, and the portion of Exhibit B is included
  below.
  “prior to signing the Agreement
  Purchaser was provided a copy of Jefferson County Resolution No. 19-004 which
  establishes the CID. A copy of Resolution 19-004 is attached hereto as Exhibit
  A”.

  Exhibit A, specifically Sections 1 and 3, explains the duration
  of the CID (Section 1) and the annual assessment (Section 3). Section 1 states,
  “CID Special Assessment shall terminate no later than thirty years after
  creation, November 25, 2049.” Section 3 states, “The District shall levy
  a CID Special Assessment annually thereafter on all Residential Class lots, in
  the amount of $1,500.”

  To summarize, Mr. ******** signed Exhibit B, stating he
  received Exhibit A (which explains the duration and assessment amount) prior to
  signing the Agreement.  Please close this case.

  Customer Answer

  Date: 11/21/2023

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

  I understand that the Rolwes and ****** ********* will never admit that they acted in bad faith  Once again please refer to my previous responses and try to understand what the issues is here. Unless you were in those meetings with ******, myself and my wife please don't try to tell me what was communicated to me and what documents were given to me in which order. I am well aware of what was given to me and when. I believe that Rolwes withheld this information on purpose just to get more people to buy their homes. It would be good business ethics to disclose to all your potential customers that Rolwes adds an extra $45,000 to the final cost of the home and that this cost is recouped through the real estate tax bill. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 11/22/2023

  Dear Dispute Resolution Department, 

  Please review the documentation that has been submitted for this complaint.  We have the Purchase Agreement and Addendum to Purchase Agreement Community Improvement District both being signed by Mr. ******** and Mrs. ********* (collectively, "Purchaser") on 4/25/2021.  These documents state that Purchaser acknowledged "a copy of Resolution 19-0004 is attached hereto as Exhibit A", regarding the Community Improvement District.  We believe that this complaint should be closed with "Business addressed issues within the complaint, but the consumer did not accept the response". Please let us know if you need anything further. 

  Thanks,
  Rolwes Company

  Customer Answer

  Date: 11/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The business is clearly choosing to dismiss my complaints.. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:09/25/2023

  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 purchased a spec home in one of Rolwes' subdivisions in ******, **. The home had only been completed and put on the market a few months before we purchased and moved in. After a little over a year, our driveway began chipping away. We sealed the driveway as recommended by Rolwes, but that didn't seem to help. Every single person I've contacted regarding this issue has stated that concrete that does that within a short amount of time was either poured incorrectly or the quality of the concrete was subpar. Either way, we contacted ****** about a month or two "past the warranty, so they wouldn't do anything about it." It's a real shame we live in a world where it's okay for work to be poor quality as long as it happens outside of the warranty period. There is no reason my driveway should look like it does in this short amount of time. It's not like we're rolling heavy equipment on it 24 hours a day. Why can't companies just do the right thing? If it wasn't their contractors who did a bad job pouring the concrete, then the concrete company needs to be contacted. This is only on top of all of the other issues we have going on in this subdivision: - our floor also shakes bad in one part of the kitchen when you walk on it - once ****** was done building, they left the *** high and dry. There was no hand-off, no communication, just gone. - There is a house in this subdivision where the foundation is literally falling apart off the side of the hill that it's on. - one house has been here 17 months and has not received their one-year walk through - another house paid for dual HVAC systems, but one was never hooked up, so the other one has been beat to death trying to cool a two-story house all summer - while they were still in charge of the ***, they couldn't keep up with the grass being cut in the common areas - this is only the few things I know about. Every time ****** is mentioned, most people say "don't even get me started."

  

  Business Response

  Date: 10/05/2023

  BBB,
  
  
  Thank you for contacting us regarding ****** and ********************* driveway. We have reviewed all documents associated with any formal customer meetings and received warranty claims.  We found no mention of concerns regarding the driveway. Below are the reviewed and agreed policies to exterior concrete.   
  
  Exhibit A of the attachments is the Exterior Concrete form reviewed and signed by ******* on September 2, 2021. The section highlighted on that form reads as follows:
  De-Icing chemicals may cause the surface to flake and peel (called scaling), leaving a rough and unsightly surface from exposed sand and stone. Given the nature of concrete there is no warranty after settlement, thus the care and maintenance become the Homeowners responsibilityIf your vehicle drips road salts on the driveway, hose off the surface to remove salt. 

  Exhibit A also states the importance of sealing the concrete driveway to protect it.
  

  Exhibit B is the signed Homeowner Manual Receipt, verifying they have received a copy of the homeowner manual on August 4, 2021.
  The following paragraph is page 16 of the Homeowner Manual the customers received on August 4, **************** on page 16 reads:
  Salt and other de-icing chemicals, used to melt snow and ice, cause pitting and discoloration of the concrete. Even if you do not use salt, it can be tracked onto concrete surfaces, from the street, by shoes or tires.
  
  The Homeowner Manual continues on page 17, laying out possible conditions with exterior concrete. It reads:
  Possible Condition
  Pitting,scaling, spalling, of concrete work
  We are not responsible for deterioration cause by salt, chemicals, implements used, and other factors beyond our control, including moisture saturation and freezing due to exceptionally cold weather.
  
  Exhibit C is the driveway in reference, photo showing the areas on the driveway in line with the vehicle traffic patterns. Seen in the photo is the failing sealant worn away by the traffic

  Exhibit D is another area showing the tire marks over the affected areas.

  Exhibit E is a close up of the same driveway showing what is very commonly seen in salt/de-icing chemical damage. This is commonly seen when salt spreader trucks drive though the streets spreading salt which can get onto the exterior concrete by way of vehicle traffic and negatively effect it.
  
  Rolwes Company values customer service.  Unfortunately, these concerns are due to circumstances outside of Rolwes Company's control.  This is not a builder error or an issue that falls under the agreed upon warranty between the homeowner and Rolwes Company.
  
  
  Sincerely,
  
  Rolwes Company 

• Initial Complaint

  Date:06/23/2023

  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 moved into our home in June of 2021. We were instructed upon moving in to seal the concrete driveway. Shortly after moving into the home, we sealed our driveway. On the day we sealed our driveway, our neighbor also sealed their driveway using the same sealant and application method as us. Several months later we started to notice our driveway was getting pits in it and crumbling. I emailed my complaint to Rolwes in March of 2022. I was given a response by Allen the project manager that they would look into it. Since then, we have tried to get a resolution for our poor concrete with no luck. When I would speak with the project manager, Allen, he kept saying he would get back to me and never did. Finally after almost a year and a half, I got a response from someone else at the company who said they won't fix the concrete. We spent way too much money on a house to have to replace a concrete driveway in under 2 years. Rolwes company said that the damage on our driveway is from rock salt. We were instructed when we moved in to not use salt on our driveway, and we have not. It is not acceptable to receive such poor service and quality.

  

  Business Response

  Date: 06/30/2023

  Thank you for contacting
  us regarding ******* and **** *****’s driveway. We have met with **** ***** and
  investigated their concern regarding the driveway.  
  
  Exhibit A of the
  attachments is the Exterior Concrete form reviewed and signed by ******* and
  **** on June 10, 2021. The section highlighted on that form reads as follows:
  De-Icing
  chemicals may cause the surface to flake and peel (called scaling), leaving a
  rough and unsightly surface from exposed sand and stone. Given the nature of
  concrete there is no warranty after settlement, thus the care and maintenance
  become the Homeowner’s responsibility…If your vehicle drips road salts on the
  driveway, hose off the surface to remove salt.
  
  Exhibit B is the
  signed Homeowner Manual Receipt, verifying they have received a copy of the homeowner
  manual on October 10, 2020.
  Exhibit C is page 16 of the Homeowner
  Manual the customers received on October 10, 2020. Highlighted on page 16
  reads:
  Salt and other
  de-icing chemicals, used to melt snow and ice, cause pitting and discoloration
  of the concrete. Even if you do not use salt, it can be tracked onto concrete
  surfaces, from the street, by shoes or tires.
  
  Exhibit D is page
  17 of the same Homeowner Manual, laying out possible conditions with exterior
  concrete. It reads:
  Possible
  Condition
  Pitting,
  scaling, spalling, of concrete work
  …We are not
  responsible for deterioration caused by salt, chemicals, implements used, and
  other factors beyond our control, including moisture saturation and freezing
  due to exceptionally cold weather.
  
  Exhibit E is the
  driveway in reference, a photo showing the areas on the driveway in line with
  the vehicle traffic patterns. Exhibit F is a close-up of the same area showing
  the tire marks over the affected areas.
  Exhibit G is the apron of the same
  driveway down by the main road. This is commonly seen when salt spreader trucks
  drive through the streets spreading salt which can get onto the exterior
  concrete and negatively affect it. Exhibit H is the other side of the apron also
  showing the same salt truck spreader pattern.
  
  Unfortunately, given
  the pattern of deterioration matching what is seen with salt tracked by vehicle
  and winter street treatments, our stance is this is not a builder error or an
  issue that falls under the agreed warranty between us and our customer.
  
  
  Sincerely,
  
  Rolwes Company 

  Customer Answer

  Date: 07/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: we did as we were supposed to do when we moved into the house. We used a high quality sealant on our driveway when we moved into the house. The driveway started crumbling within 6 months of moving into the home. Rolwes says they would provide a luxury home and this is not true. This is subquality concrete that was poured for our driveway. If this was caused by roadsalt, all of the other driveways on our street would be crumbling like ours.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 07/17/2023

  Rolwes Company understands
  the significant investment every customer makes when deciding to purchase a new
  home. We do our best to arm our customers with as much knowledge as possible to
  protect that investment. There are many maintenance items that we as the
  builder cannot control, we discuss, document and do our best to educate and share
  our knowledge. However we cannot warranty the things that we do not control.
  Specifically to exterior concrete, we have no control on the product selected
  and more importantly the application process used. Was the surface cleaned
  appropriately? Was there enough time between cleaning and application for the
  proper bonding of the sealer to the surface? Was there sufficient time from
  application before the surface was exposed to rain, sprinklers, or traffic? Was
  the product installed during the recommended outside temperature ranges? Did
  the product applied fail due to manufacturing or mixing issues? These are just
  a handful of the factors we as the builder have no control over which in part
  is we review the exterior concrete form with our customers to make it abundantly
  clear. Quoted from the exterior concrete form:
  
  …De-icing chemicals may
  cause the surface to flake and peel (called scaling), leaving a rough and
  unsightly surface from exposed sand and stone. Given the nature of concrete
  there is no warranty after settlement, thus care and maintenance become the
  Homeowner’s responsibility… Proper maintenance of the exterior concrete
  surfaces is the responsibility of each homeowner and will lessen the potential
  for deterioration.
  
  We have inspected the effected
  surface several times with different individuals both internally and externally
  of the company. It is very clear the deterioration in question is a direct consequence
  from salt and de-icing chemical exposure. We do not warranty exterior concrete
  from these effects nor the product used to protect the surface.

  Customer Answer

  Date: 07/18/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  We followed all manufacturer instructions with the application of the sealant on the driveway. Since we used the same sealant/application method as our neighbor on the same day, their concrete would have the same issues as ours, but it does not. 
  
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:05/23/2023

  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 purchased our home in June 2018. We purchased a premium lot for room for our dogs and ejoy the larger yard. Instead our neighbors are too close behind us with us having to look at and listen to their air conditioner, and limited fencing. When they graded the yard, they added allot of rock, so now there are areas of the yard that won’t grow grass, and has allot of ruts and wavy. We have paperwork from our lawn company verifying the rock problem in the lawn. The flower bed is full of rock as well, it grows weeds wonderfully. The downspout that was installed is done so that there is no escape for the water. The driveway has spalling everywhere, which can be caused by: Subpar quality concrete, Improper curing / poor finishing techniques, Bond failure in two-course construction, Electrochemical reactions (such as from de-icing salts), Corrosion/oxidization of reinforcing rebar (due to water exposure), the wear and tear of the freeze-thaw cycle. The flooring in this house is atrocious: You can walk through the house and catch creaks and squeaks everywhere. You can walk through the house and in some spots, my 40 lb dog shakes the walls and the floor sounds hollow. In the kitchen the vinyl they put down I believe was installed over a warped floor because there are waves it. We complained and their resolution was just to put another layer of vinyl on top. Well, surely you know what happened, it made it way worse. When we get to the point of pulling up the carpet, I bet that subfloor is going to warped for putting in any kind of hardwood. The laminate ring on the island was not glued down well and it has caught on clothes and some pieces have come off. Also, by the oven it is coming up. The bedroom in the front of the house is hot in the summer and cold in the winter, POOR design on where the heating and cooling is located. The hot water takes forever to get anywhere else but the master. Again, another poor design of where the water tank is located.

  

  Business Response

  Date: 06/01/2023

  Thank you for bringing this to our attention. Rolwes Company
  takes great pride in our homes, and we stand behind them with an excellent
  warranty.
  Mr. **** closed on his new home on June 21, 2018 (5 years
  ago). Our last communication with Mr. **** was at his one-year final inspection
  that was completed and signed off on October 4, 2019 (4 years ago).
  Given the timeline of the events and the nature of the
  concerns, we do not believe these are builder or material deficiencies.
  We will have our Warranty Team contact the ****s to discuss
  these concerns.

  Customer Answer

  Date: 06/08/2023

  I didn't know I only had a week to respond.  I was giving the contractor a fews days to contact me like they said they were going to, but they never did.  Their response was not a solution to me, so I would like the complaint not to be closed so i can respond accordingly please.  I was unaware that I had a 5 year window until a neighbor told me about it a few months ago.  I thought we were just out of luck and had to just deal with everything.  From their response, the don't intend to do anything about any of this and I want them to know that it's totally unacceptable.  

  

  Business Response

  Date: 06/16/2023

  Again, thank you for the feedback on your home. We have reached out and have a meeting scheduled with Mr/Mrs. ****. We will follow our warranty manual on the matter and give suggestions to rectify the concerns. 

  Customer Answer

  Date: 06/23/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  They just came by my house yesterday and I'm waiting for their response.  Nothing was resolved, they are supposed to get back to me by July 7th.  At that time, I will let you know if they have come up with resolutions, what they are, and if they are acceptable.

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

  

  Business Response

  Date: 06/30/2023

  A Rolwes Company representative met with the ****s at their
  residence to review their concerns. This home was sold with a warranty that is
  detailed and specifically laid out in the Purchase Agreement (Exhibit L) and
  Homeowner Manual (Exhibit M). The ****s closed on their home on June 21, 2018,
  over 5 years ago. The last communication received was when the one-year final
  inspection was signed off on October 4, 2019, nearly 4 years ago. Given the
  timeline of the events and the nature of the concerns, these are not builder or
  material deficiencies. Homeowner maintenance and upkeep are required to
  preserve the life of the home. Pictures from the house file, field visit, and
  contract are attached and referenced also.
  Regarding the yard: Exhibit A is a picture of the yard at
  **** ********* on June 19, 2018. Rolwes Company provides a starter lawn that
  will require regular maintenance and upkeep to maintain the level of
  appearance. Rocks and weeds are not covered under the agreed home warranty.
  Exhibit B shows the current state of the flower bed.
  Downspouts: Exhibit C is a picture of the downspout in
  question. The downspout was extended under the sidewalk and into the front yard
  where it is daylighted. This is not a Rolwes Company standard practice and we
  do not have a record of doing this. Even if this was extended by a Rolwes
  Company team member as a courtesy, it is not covered by the warranty,
  especially so far after closing. The ****s, as owners of this home, are
  encouraged to keep the home maintained and are free to make improvements as
  they see fit.
  Driveway: Exhibits D, E, and F are three different areas of
  the sidewalk and driveway that are pitting. The house file was referenced, and
  no record of any exterior concrete issues were reported within the first year
  of owning the home. It is strongly advised to seal all exterior concrete
  regularly to protect it from the corrosive nature of street salts and below
  freezing temperatures which cause freeze thaw deterioration. The concerns in
  questions for the exterior pitting are caused by freeze thaw and street salts, no
  sign of a concrete manufacturer or installer error was found.
  Flooring: The “springy floors and creaky floors throughout
  the home” was documented in a service ticket on April 24, 2019, attached in
  Exhibit G. This was signed off as completed and acceptable by ***** **** on May
  10, 2019. We do not guarantee the home will be invincible to time or homeowner
  wear and tear. The plans were designed by engineers, approved by Jefferson
  County, and approved by Jefferson County inspectors as being executed properly in
  the field. No installer or builder errors were found during the review of the
  construction of the floor. The kitchen flooring was replaced and accepted by
  ***** **** in Exhibit H.
  Laminate Countertops: Exhibits I, J, and K demonstrate the
  peeling laminate countertop. Rolwes Company has no record of an issue with the
  laminate top edges during the agreed warranty period.
  Bedroom HVAC: There is no record of an issue reported with
  the HVAC system anywhere in the home during the one- or two-year warranty periods.
  There are dampers installed on the HVAC supply runs in the basement. Rolwes
  Company recommended the ****s to have the HVAC contractor, who does the regular
  maintenance of the unit on the home, perform a check and balance with a CFM
  meter and adjust the dampers to meet their preferences.
  Hot Water: This was documented on the final inspection as a
  concern for the ****s. A Rolwes Company Project Manager investigated the
  concern at the time and found everything to be in sound working order. Any
  preferred improvements desired by the owners can be achieved with after-market
  products.
  Rolwes Company encourages all homeowners to maintain their
  home as outlined in the Homeowner Manual. A list of the contractors used, is
  also included in closing paperwork to ensure proper care and maintenance
  schedules can be followed for the systems installed.
  
  

  Customer Answer

  Date: 07/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  First off, let me start this by saying that we were under
  the impression that after the 1 year final inspection, we had no recourse for
  any problems with the house beyond that point. 
  So, with that said, we never pursued contacting Rowles because we
  figured we would be in the same boat as we are now, so it seemed useless.  But, by chance, we talked to a neighbor
  recently who told us that we had 5 years for them to be accountable for home problems. 
  

  In response to their message:
  

  We do understand that upkeep is essential for a home to
  remain in good condition, but when there is structural problems underneath from
  the beginning, that is NOT upkeep.
  

  The current state of the flower bed is because there is so
  much rock, nothing can sustain in the dirt but weeds and I would have to be weeding
  weekly to keep them under control.  You
  stated that they don’t put down any weed control in the flower beds, which is
  odd if you want homeowners to upkeep their homes.  The rock problem in the lawn still exists as
  well.  So much so that a few years ago,
  while weed eating, a rock flew up and broke out  my back window in my new car, which I paid to
  replace, although no fault of my own.
  Your contractor installed that downspout, whether it is standard
  or not, or whether you have record of it or not.  It was not a courtesy, it is a problem that
  your contractor created so I’m confused on why that has become our issue.
  

  As far as the concrete goes, I’ve read many things on this
  issue, some could be the concrete installers mistakes or just plain mother
  nature issues.  Our plan is to call out a
  professional to have them tell us what the problem with the concrete and
  possible solutions.
  

  The flooring, as stated previously, has been an issue from
  the beginning.  The design how the flooring
  should be installed and the inspection of how it was installed has no validity.  Do they inspect the materials used and in what
  condition they are and to make sure it is solid without any imperfections?  The OSB was installed and rained on many
  times over the course of building process. 
  It is logical that these boards warped and that is where the issue
  resides.  We are not and have never been
  flooring installers, so when the company doing the work told us that what they
  did would work, we did not question it. 
  So of course, after they put the 2nd row of vinyl on top of
  the other, we trusted that it was going to work out.  It was signed off on because they did the work.  We were told that everything would settle &
  flatten out but it never did.  We are
  having a flooring expert come and inspect the issues that were pointed out to Rolwes
  representative.  If he finds that the
  defects are from workmanship and/or materials used, then I would expect Rolwes
  to reimburse us for the cost of this service. 
  Also, to rectify the issues that were not properly repaired.
  

  There was only a very small issue with the laminate at the
  one year that we did not point out because we thought is small enough to not be
  a problem.
  

  With HVAC & water, neither of these issues should have to
  be an improvement by the homeowner, it should be designed correctly.
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:11/03/2022

  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 moved into my house on 6/26/2020 and I had two big cracks in the foundation when I first moved in. Now I have 61 cracks in the foundation; 16 of those have leaked. We paid extra to have the walls painted and it was not done correctly. If you wipe the paint with a damp towel, it takes the paint off the wall. They've been out to repair the foundation, but they are not willing to warranty the work. They keep saying it was our fault because we had landscaping work done. Two of them were there before we signed the paperwork and it was not disclosed to us. They dug up my yard to fix things and now my yard is holding water. Nothing they've done has fixed it.

  

  Business Response

  Date: 12/06/2022

  Thank you for forwarding over the information. We have been
  in touch with Mr. ****** ****** in regard to his concerns about his home. We
  have been in regular contact with Mr. ****** since the first time his concerns
  were brought to our attention, and since then, we have continued to work
  towards a solution. Mr. ****** has agreed with Rolwes Company, that the next
  step in the process would be to bring in an additional 3rd party
  professional engineer to evaluate the situation and provide their suggested
  action plan. We have provided Mr. ******(as well as our other homeowners) with
  our Limited Warranty that goes above industry standards, including a 10 year
  structural warranty on the home.
  
  We will continue to work with Mr. ****** to come to a
  mutually agreed upon solution to this situation, and request that this
  complaint be closed and marked as “Resolved”.

• Initial Complaint

  Date:10/10/2022

  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.

  I have had issues with this builder since the house was built. The driveway hasn't been right since they poured it. It rained the day they poured it and they didn't cover it. They have done multiple vinegar washes and that didn't work. Now it is cracking. When we did the one year walk through they gave every excuse in the book and also said that concrete wasn't guaranteed. We have foundation cracks that are under a 10-year warranty. I have three more of those.

  

  Business Response

  Date: 10/27/2022

  Dear Better Business Bureau,
  

  Thank you for forwarding over the information. We have been in touch with ****** ****** in regard to his concerns about his concrete. He closed on his home on May 26, 2020. Prior to this he signed our exterior concrete letter, attached in exhibit A, at the final walk through with the project manager. In this letter ****** signed on May 21, 2020 acknowledging his awareness there is no warranty after settlement and a concrete sealer must be used as part of the maintenance to ensure the longevity of the concrete.
  

  Exhibit B is a page taken from our Frequently Asked Questions hand-out, also distributed to ****** on May 21, 2020 during the process. Specific to the situation is the question about “how to protect my exterior concrete”, followed by the answer that explains our recommendation to best protect the concrete surface from deterioration is the use of a concrete sealant with at least 20% solids content and applied before each winter.
  

  Exhibit C is page 16 taken from the Homeowner’s Manual that identifies in writing the dangers of salt and how even if someone does not directly apply de-icing chemicals to their concrete it is tracked on to the exterior concrete by vehicle tires from the public roads and streets. The best protection for this is the application of a concrete sealant. Exhibit D is a signed receipt by ****** *** ******* of the Homeowner Manual containing this information on November 17, 2019.
  

  Exhibit E is an example of the stickers we place on the garage wall of the houses we build for every homeowner to see reminding them again of the importance of sealing their exterior concrete.
  

  The concrete driveway was poured in the month of May and the suppliers in this region use a calcium additive to protect during the curing process. Very common practice used through-out the country for this purpose. This was explained to ****** on multiple occasions when he brought up his concerns in regard to the coloring of is exterior concrete. Despite it falling outside the warranty I personally met with ******, his wife *******, ***** the project manager, and **** ****** from the concrete supply company to review their concerns myself with all parties on Dec 9th, 2020, at approximately 2:30 in the afternoon. The driveway had no signs of pitting, spalling, or disintegrating. The only sign was the coloring effect of the calcium still visible which is not uncommon. I explained our findings of the driveway being in great structural standing and the concerns of the coloring would eventually fade away with time. I strongly reminded ****** of the need to have his exterior concrete sealed as he stated he had not done so.
  

  On Sept 8th, 2022, members of our company met with ****** about his concerns now including surface deterioration. Notes from the meeting attached in exhibit E. At this meeting it was heard by both employees ****** again stating he still to this day has not sealed his driveway. The exterior concrete is over two years old and never sealed despite our multiple written and verbal reminders. This deterioration is not by any negligence on part of the homebuilding process but failed home maintenance.
  

  Sincerely,
  

  ******** ******
  Production Manager

  Customer Answer

  Date: 11/02/2022

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

  They told me to use a vinegar wash which I did several times; a sealant can't be used after a vinegar wash.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******