Complaints

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• Initial Complaint

  Date:03/05/2024

  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.

  my family and I moved into the home in June of 2023. the front left side front porch rail was just set in place and was glued down. the lift master garage door openers were switched out by the installers this was confirmed by lift master corporation. I complained to the installers ******************** and was given the original remote's. I still have the knock off remotes they left me. I had to do this not the builder. the screen in back porch has gaps all the way the top and trim is not connected properly the bottom rails were bulging up. blue screws were put in place by ***** but, all other screws are white. ***** said he wood caulk it and then sent email stating he would seal it. I sent him a text and stated you didn't seal the screened in porch across the street in a home he build just recently. the installers were not qualified and it appears this was their first screened in porch. doors were sticking ditched floors sagging woody was in process of repairing these issues nut haven't seen anyone in over a week. lumber in the attic and crawl space was scattered with old deteriorated possibly termite infested wood. it appears my family was targeted by this company by giving inadequate construction, lack of oversize and quality control

  Business Response

  Date: 03/08/2024

  ****************** closed on his home in June of 2023.  The handrail he is referring to, was found to be loose, brought to our attention, and corrected to ********************* satisfaction.
       The garage door company did give ****************** the wrong remote controls.  It was not intentional, we feel it was an honest mistake and when brought to their attention, they sent out the correct remotes.  ****************** never asked for our help with this problem until the wrong remote control issue was discovered.  At that time, we were asked to correct the problem and we did.
       In reference to the screen porch issues, we agree partially with ******************.  The bottom screen rail is mounted to a decorative brick wrap around a concrete slab porch.  After 3-4 months, a few of the screws pulled loose from the brick mortar and caused the bottom rail to rise up in 2 different places.  We corrected the issue by using a more secure type of screw.  The s**** head is a different color and needs to be caulked and or painted. This small issue, along with some spacing issues in the decorative top and bottom column wraps have all been added to his 1 year warranty list and will be addressed.
       As far as the home across the street he is referencing, that home was a custom home in a higher price bracket and of course was done differently.
       The wood that **************** is referring to as deteriorated and termite infested is just discolored from weather and the structural integrity of the wood was addressed by a structural engineer who found it to be satisfactory.
       As far as the issues with sticking doors and sagging floors, those issues were created by outside circumstances not controlled by us.  However, since we have had what we thought was a positive relationship with ***************** and his family, we decided to help him out with these new issues. We did pause the efforts to fix the issues when ***************** chose to change the dynamic of our relationship by resorting to communicating threats.
       Since that time we have been in contact with ***************** and we both have agreed to move up his one year warranty from June to March.  We will repair to industry standards all the items that fall under his one year warranty agreement.  In closing, we are sorry ****************** feels the way he does, but we do have to ask the question...Why is this all coming out now, after living in the house almost a year??