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:04/07/2025

  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.

  We bought a house in ************ located in ***** SC for $605,000. *********************************** is a franchise of Epcon Communities. We were forced to close on the house when several items were discovered at the "new home orientation," walkthrough a few days before closing that the builders needed to fixed so the house would be 100% completed. None of the items on the "punch list " were fixed. The closing date was 12/31/2024 and was not negotiable. We have communicated several times with the assistant project manager attempting to get the needed work scheduled. All we get are empty promises that work orders were submitted and they were waiting for subcontractors to schedule. It has been 3 months and nothing has been done. We also communicated with the onsite agent about not getting any resolutions from the assistant project manager who emailed our concerns to the owner of Newstyle and the manager over the building process. Copies of email documents attached.

  Business Response

  Date: 04/03/2025

  In response to complaint 23126060:

  NewStyle Communities is an independent franchise company and, as such, Epcon Communities is not in control of their operations or processes. We have been in contact with the owner of the franchise entity and have been assured the homeowner has been contacted. It seems that some of the requests mentioned were communicated verbally to an employee that is no longer with the company and that individual did not enter the warranty requests in their system. Now that the homeowner has been contacted and the service requests are being entered in NewStyles warranty system, we are confident that all warrantable, unresolved items will be resolved in a timely manner.

  Customer Answer

  Date: 04/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23126060
  
  I am rejecting this response because: 
  NewStyle's response to Epcon is inaccurate.  The list was items from the walk through before closing that we were told would be rectified before the close date.  These items are what they call a punch list and we were told by the home warranty representative it shouldn't be entered in the warranty portal.  He is the one that went through the new home orientation (walk through) with us.  He is still employed and we communicated with him several times and gave him a copy of the list.  He came to the house to see what needed to be done and told us he was scheduling the work but he has not.  He keeps telling us the same thing but never follows through.  Even though it wasn't required I added the list in the warranty portal and still nothing has been done.  NewStyle forces the buyers to be close on the house when it is not 100% complete and threatens to fine you every day the closing is postponed.  ***** advertises the Blaize Ridge 55+ community on their website as one of their neighborhoods and should hold the franchises accountable.

  Regards,
  
  ***** ******

  Business Response

  Date: 04/07/2025

  As referenced in our original response, NewStyle Communities is an independent entity that licenses the home designs of Epcon **********************. As with all franchise networks, we advertise all franchise communities on our website in a collective effort, though each home buyer contracts directly and individually with the independent franchise entity when he or she purchases a home. Our only remedy to hold a franchise accountable in the manner the customer describes would be to terminate the franchise agreement, which would not provide any service or remedy to that customer. We have communicated with ************************************************ on this matter, and the owner of the company assures us that he is following his warranty policies and procedures to address any concern the customer has that meets his written warranty performance standards.This customer does not have any contractual relationship with Epcon Communities, and all warranty requests and/or complaints should be communicated to NewStyle Communities.

  Business Response

  Date: 04/07/2025

  This complaint needs to be removed; it is relative to an independent franchise company not ***** Communities Corporate. Please refer to our last response to the homeowner for further details. Please let me know if you have any questions or wish to discuss this further. Thank you!

  Business Response

  Date: 04/23/2025

  Please refer to our last response to the homeowner for further details. 

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  New Style's contractor, *********************** (AFD), installed luxury Vinyl Flooring in the home I purchased in 2021. The floors started cupping and peaking and I asked New Style project manager to come by and look at them but he did not. The floors got worse and I called New Style project man that replaced the one I had initially contacted and he informed me the floor were no longer under warranty by New Style. I contacted the flooring manufacturer, ****, and they said there was a 30 year warranty, but I would have to contact purchaser of flooring to intitiate claim and inspection. After many calls I found AFD purchased flooring, so they initiated claim. They sent an inspector out and he determined the flooring in the entire home would have to be replaced. The cause was determined to be moisture from the slab and failure to follow manufacture's installation procedures which required specific moisture testing of slab before installation. The reason for the testing was to determine if a moisture barrier was required.The New Style COO said it was responsibility of their contractor to do test, so they would not help with required removal and replacement of molding, dishwasher, vanity, shelving, and furniture for replacement. I would also have to rent place while work is being done. NS also said the moisture barrier was not required at time of installation but later required for all slabs after my install. That is not true based on response from **** technical support uploaded and inspection report uploaded.When I purchased my home it was marketed as maintenance free and the floors were supposed to last ************************ accordance with manufacturer's requirements, but they were not and thus failed. Since New Style's failure to install flooring as required through their contractor it is their responsibility to make it right without any expense from me.

  Business Response

  Date: 03/20/2024

   

  We dispute this buyers claim and make note that luxury vinyl floors are a manufactured product, and, as such, are disclaimed from our express warranty. According to the executed purchase agreement, and according to the ******** **** Warranty Act:

   

  Therefore, this matter is one which is directly between the buyer and the manufacturer of the product.

  Customer Answer

  Date: 03/20/2024

   
  I am rejecting this response because:
  The attached inspectors report of the damaged floor stayed the cause of the failure to be a lack of required testing by the installer which was *********************** who was the contractor for New Style.  It was not a manufacturing defect.  Had New Style performed the required test, a moisture barrier would have been installed and the flooring in the entire house would not have failed.  Please read independent inspection report.