Complaints

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• Initial Complaint

  Date:08/25/2023

  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 moved into a new build on 6/08/22. Since we’ve been here, anytime it rains, it leaks water into the safe room in our basement. We rarely go in that room and didn’t notice it until my husband was arranging some storage items this spring around April/May window when it had rained. We thought it could have been due to a storm and heavy rain. We noticed again that the floors were wet so we started monitoring to see where the leak was coming and water was coming in from the ceiling and down the walls. We filed a warranty claim (validation # *******) on 6/02 and were told to try to resolve with the builder so we sent him pictures and videos of the leaks on 6/6. After canceling last minute a few times he came on 6/13, never came in the house but walked the perimeter on the porch. Told me to have my husband seal the porch and I declined as we are not experts and nor do I want my warranty impacted. He texted me on 7/6 saying he fixed it. We never saw him here nor did he acknowledge that he was here - only a text after the fact. Basement leaked again the next time it rained and he didn’t reply. We called warranty and they said the builder has fixed it and will not come back out - that we can file an arbitration and pay them almost $1000 to do that. We do not feel this is ethical when there has been no validation of any work performed other than a text message yet the problem is still there. However they want us to pay them to determine whether he is obligated to come back to fix this as they have taken his word saying he already fixed the issue.

  Business Response

  Date: 09/08/2023

  I apologize for the issues the new home owners are having at their house on ******** **. They have every right to use the warranty provided to them at the time of the purchase if they so choose.  I have been to their house on 2 occasions to seal and prevent the safe room from leaking. I sealed the porch from exterior since I was unable to enter the house as no one was home at the time of my arrival.  They did mention to me on 3 separate occasions that water intruded the safe room while they were pressure washing the porch which is not covered under their warranty.