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:06/06/2024

  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 husband and I contracted BOLD to Build a custom home. That was in December of 2021. The contract stated the home would be finished in ***** months. We were not able to move in until April 18th 2024. Even with us moving in we had several large outstanding items (a few that still remain unfinished). Example of pending items at time of move-in: Cast stone entry, pool (pump not working correctly at move-in, now not working at all), outdoor kitchen, fence, working stove (only 2 of the 5 burners worked), landscaping. All we've asked for is that BOLD provide the work and finished product we've paid for per the contract. This continues to be our request. As an additional item, for further clients, it would be helpful for them to know our experience building with BOLD was unprofessional, unorganized, mismanaged, and overall a horrible customer experience. We would not recommend the company.

  Business Response

  Date: 06/14/2024

  We started working with this custom home client in 2021. The concept plan that was used for the contract underwent substantial revisions post contract. In addition, the plans had to go through the construction plan development process with the architect, landscape architect, civil engineer and structural engineer. It required approval from the community, which has very strict guidelines, then the county permitting process. The timeline for these items is outside of our control.  At that time, all of these professionals & approving authorities were severely backed-up due to Covid demand. We cannot begin construction until we have a building permit. 

  The contract states that we expected the timeline from building permit to Certificate of ********* **** to be approximately ***** months. The building permit was obtained on October 10, 2022. The ** was obtained March 1, 2024. So this build was 16.5 months, or 3.5 months longer than we had estimated. There were some lingering supply chain issues. In addition, the piece of land was extremely challenging (the house is on an extreme downslope lot). Regardless, we were later in delivery than typical. And we are certainly sorry we did not hit the original estimate. 
  

  All of the items listed in Amys complaint have been fixed or are in the process of being fixed as we are working our way through the warranty process. After *** posted this complaint, I asked her to clarify what needed to be repaired so I could make sure we are on top of these items and she specified:
  "The 2 main items impacting our quality of living are: 1.) The stove is not working properly and has not worked properly since we moved in 2.) Pool pump is not working and has never worked properly since we moved in." 

  The pool is a vendor whom we have never used before. We traditionally only build custom concrete pools for our homes. However, this client specifically requested a fiberglass swimming pool, so we contracted with a vendor that they found online. *** has been in communication with the vendor about her recent issues as can be seen in their email chain with them (email communication with the vendor is at the bottom of this response).. 
  In general, the vendor seems to have been responsive to her requests. We understand **** frustration that she has been having issues. We will continue to stay on top of the vendor and make sure they follow through on making sure the pool works properly. And the pool, like everything in the home, is ultimately covered by our warranty. 
  
  On the range cooktop, *** is correct that only 2 of the 5 burners are working. We have been working with the vendor who has been awaiting parts from *****. They are finally expecting the parts to arrive this week. They have the repair scheduled for Monday of next week. 

  In addition, there are several other items that *** recently added to warrany list. We are in the process of addressing those items as well.
  
  As for the disputed amount, we dont believe there is any money disputed. They have money withheld that exceeds the value of all repairs remaining.
  (Our contract values are confidential. So if that is the number she was disclosed, we ask that you do not publish that information).
  
  The Hallers' new home is amazing in our opinion. You can see photos of it here:
  ************************************************
  However, we agree that we had execution issues along the way for which we are sorry. We had some unforeseen hurdles in the aftermath of Covid in terms of labor shortages, supply chain issues, etc. We have learned from this experience and expect to be better prepared moving forward to handle issues like these in the future. 
  
  We continue to honor the warranty and will continue to fix any issues that arise at this home. We have a 25+ year track record of building exceptional homes. Between new construction and renovations, we have hundreds of satisfied clients. This is our first BBB complaint. But we fully understand **** frustrations and apologize for them. We will continue to fix any warranty issues that arise. 
  
  Emails with the swimming pool vendor:
  _______________________________________________________________
  ---------- Forwarded message ---------
  From: *********************** <********************************;
  Date: Fri, Jun 7, 2024, 3:34 PM
  Subject: Re: Equipment Pics
  To: ******************* <*********************>
  Cc: *********************** <*************************>, ***************** <**************>
  Hi ***, 
  
  Yes, they did get the pump running. They disconnected the salt system because they needed the electricians to go back out and look at it. We will let you know once we have a scheduled date for the electricians. Those are the error codes you are receiving. Thanks. 
  On Fri, Jun 7, 2024 at 3:21?PM ******************* <*********************> ************ ****, 
  
  Was the team able to fix the pump today? I had to leave so I was not able to meet with them. My app is still showing we have issues. 
  
  Thank you, 
  ******************;
  
  On Thu, May 16, 2024 at 9:44?AM *********************** <********************************; ************** pool package came with the Treo Lights. I think if you turn the light off and back on at the equipment really fast it should filter through the different colors. Let me know if that works. 
  
  On Thu, May 16, 2024 at 9:01?AM ******************* <*********************> wrote:
  Thank you for following up. 
  
  We're missing: 
  -Pole
  -Brush
  -Vacuum Head
  -Vacuum Hose
  
  Also, we have not been able to figure out how to change the lights. I've read the manual and watched this webinar. What type of lights were used with our pool? We are not happy with the green and pick color. We want a clear light. 
  
  Thank you, 
  ******************;
  
  On Thu, May 16, 2024 at 8:56?AM *********************** <********************************; ************ ***, 
  
  The no water flow message is indicating that the filter needs to be cleaned. The cleaning equipment consists of:
  
  Pole
  Brush
  Net
  Vacuum Head
  Vacuum Hose
  
  Can you tell me which items you are missing? We can have them delivered tomorrow. Please let me know if you have any questions. Thanks. 
  
  On Thu, May 16, 2024 at 8:40?AM ******************* <*********************> wrote:
  Good morning, 
  
  I'm following up because we're still missing our pool cleaning equipment. It was never delivered. We also have an issue with our app. It says "no water flow flowsensor". During the pool orientation the guy said he would come back to resolve the issue when he drops off the pool equipment. Do you know when we can expect someone to come by? 
  
  Thank you, 
  ******************;
  10390 Holt 
  ***********, *******;
  
  On Fri, May 10, 2024 at 10:24?AM ******************* <*********************> wrote:
  Thank you! 
  
  On Fri, May 10, 2024 at 9:53?AM *********************** <********************************; *************** I attached the manual to the OmniHub to this email. I believe it has instructions on how to change the lights. Let me know if you have any other questions. Thanks. 
  
  On Fri, May 10, 2024 at 9:42?AM ******************* <*********************> wrote:
  My husband and I were able to get into the electrical box and fix the issue. 
  
  On another note, how do we change the color of the pool lights. Neither one of us can figure it out on the app or main panel. 
  

  Thank you,
  *******************