Complaints

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• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising 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 bought a brand new house from Tr Hughes less then 7 months ago. Since then, we have 7 spots remediated in our foundation with apoxy. With the rains we had back around April 4th - 6th, we have had 5 more spots start leaking I the foundation. I requested a meeting with ***** Hughes, he is the CEO of the company. He was very rude, acted like he didnt know why he was there, insisted there was nothing wrong with our foundation(which I never claimed there was a structural issue with the foundation), the grading was perfect, and that sticking apoxy every where was perfectly acceptable. He used answers like I have been in the business for 30 years and things like are acceptable. He said I can finish, my basement if I wanted too. When I asked how would I know if it is leaking then if I had paid them he responded with you have a year. He is clearly out of touch with the work that is contracted out by his company, he didnt even care. When as asked about some of the qualifications of some of the contractors, he got all huffy, and questioned why that mattered. His attitude is that I got your money, and F off. When we made mention that f other poor quality items, he said and I quote thats it, I am leaving. He stormed out of my house like a child.

  

  Business Response

  Date: 04/30/2025

  Weather history reports for **********************, over the period mentioned in the complaint, indicate that our area got 4.4 inches of rain. Leakage is defined as actual flow and accumulation of water. The areas in question (pictures provided) show a slight dampness coming through the snap tie locations and other small shrinkage cracks. I tried to explain that this is a common issue, and most of the home and yard settlements take place within the first year. The water is not flowing or accumulating.

  I tried to explain the issue, our policy, and established industry standards regarding the shrinkage cracks and dampness that was wicking through from the exterior, Mr. ******** would not listen. It became very clear that Mr. ********* had a pre-determined outcome he was expecting, from the beginning of the conversation.

  Mr. ******** then started questioning the experience of our sub-contractors. I mentioned my tenure of thirty years in the business, to convey my knowledge and experience in the building industry. Mr. ******** clearly did not perceive it that way.

  Prior to our meeting, Mr. ******** had already met with our customer service manager, project manager, and our foundation contractor. Our foundation contractor has been in business since 1973. The average tenure of their employees is thirty years. We also sent out our damp proofing contractor, after our meeting, that has been in business since 1955. They all told Mr. ******** the same thing. This is a common issue, and the industry standard repair is epoxy injection.

  Mr. ******** then started bringing up other issues that were experienced during the construction of the home that had nothing to do with the issue we were there to discuss. Those issues had already been rectified. It was at this point, Mr. ******** started making defamatory comments about me and our company, that I calmly stated that the conversation was over and left the residence.

  I have attached back up documentation and pictures regarding the issue. I informed Mr. ******** that we would continue to address any further issues as they occur, according to industry standards, for the first year.

  Please let me know if you have any further questions. 

  Customer Answer

  Date: 04/30/2025

  Complaint: 23202374
  
  I have reviewed the business' response and am rejecting it because:
  
  Other houses are not having this problem. Yes they have cracks in their foundations, but they do not have water coming through the cracks. They do not have water coming through where the ties are snapped off. If it was one or two different spots I wouldnt have minded so much, but 12 different locations throughout the foundation 7 of which have already been fixed with an apoxy.  
  

  How do you know if the consistency of the concrete used in the formation of the foundation was correct. The metal form tabs that are snapped off, technically can rust amcasuiny swelling creating a void for water to get through.
  

  Its hard to trust a company when they could even build a house correctly. 
  

  How can I finish the basement? According to trhughes I can after two years, if I had them do it, I wouldnt have a clue it was leaking until their was mold. 
  

  Caulking at the bottom of the egress window wasnt even done correctly which is why the cracks are leaking. 
  

  They dont listen. Every response we get to something is that can happen. They just brush of concerns. 

  I have some companies coming out so I can get some second opinions. Depending on what they will determine what I think is an acceptable  resolution. 
  
  Sincerely,
  
  ******** ********