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:11/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Contracted with Hatch Homes October 2022 for ***** ****** siding install, new gutters, soffits, porch railings, shutters, and other improvements. Work began in, and ended April 2023. The cost of the project was between $40,000-$50,000, to be paid in 3 installments. Upon completion, the 3rd and final installment was paid. We began seeing problems with the siding by the Fall of 2023 (crumbling, buckling), and the front porch railing was loose (a safety hazard). **** finally came out in December of 2023 to investigate. Upon his walk around with us, we determined that the siding had not been properly sealed, as per ***** ****** standards, and the front porch railing needed replacing to secure it. He made a punch list of other needed repairs, including an outside light they installed that worked loose and was dangling by its wires, shutter issues, etc. A couple of months pass, no word out of anyone from Hatch Homes. Several project managers later (were on our 3rd since this entire project began), and its now late November 2024. Past 2 yrs since contracting, 19 months since work ended, and 11 months since the punch list was made. We have made numerous attempts to get this resolved. They made a showing last month to address the siding after an email threatening to contact ***** ****** and the BBB. The railing wasnt addressed at that time because they had to order it. Why wasnt it ordered in December 2023 when the initial punch list was made? It has been over a month since they addressed the siding, and we still have a pile of leftover siding in our front yard, killing our grass (asked them to remove). Have called, emailed, texted repeatedly (all recorded) & keep getting the promise theyll be out by the end of the week to fix the issues. No show, and no call. Our front porch railing is literally dangling. Weve paid a lot of money for these upgrades to our home, and havent received the quality we expected from a 5-star rated company.

  

  Business Response

  Date: 12/13/2024

  Hatch Homes values its partnership with ********************* and take their concerns seriously. We appreciate the feedback provided and are committed to ensuring their satisfaction. As of the date of this response, all work requested by the homeowner has been completed to their satisfaction, including addressing the concerns outlined in their complaint. While there may be discrepancies in the timeline provided, we respect the homeowners perspective and understand their frustration.

  We acknowledge that delays occurred in addressing the punch list items, and we sincerely apologize for any inconvenience this caused. We understand the importance of prompt communication and follow-up and are actively working to improve our processes to prevent similar situations in the future.

  At Hatch Homes, we pride ourselves on delivering high-quality workmanship, and we regret that certain aspects of this project did not meet our usual standards. Our team remains available to address any remaining concerns the homeowner may have and to ensure that their experience with Hatch Homes is ultimately a positive one.

  Sincerely,

  **** ******

  President, Hatch Homes

  Customer Answer

  Date: 12/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/13/2024

  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 believe this business to be misleading in their consultation call and contract. The quality of work is not what was promised, and our project managers lack of proactiveness coupled with his disregard for our email correspondence have only added to the headache of this transaction. Overview of service: They began our project back in October of 2023 - replacing our gutters, adding new siding, and painting said siding. The paint job we have been left with is incredibly unsatisfactory, as much of the siding is splotchy. We also believe that the siding was not properly sealed, as we have more pest issues than ever before. Our exterior air vents were painted shut (preventing any air flow) to the point where my husband had to scrape it off. The first time they installed siding, it was the wrong kind, and we had to point it out to them (they spent an entire day doing this and never noticed). Several new gutters were scratched during install, and many of our shrubs were damaged by crew. The first time crew came out, they left chicken wing bones in our yard (a choking hazard for our dogs). The second time they came out, they took turns peeing in our neighbors bushes (this neighbor has young children). It is extremely difficult to get in touch with the project manager - he ignores many of the emails sent/takes days to respond even after we send follow-up emails. Hes always very pleasant in person and promises X, Y and Z to resolve any issues, but then he doesnt follow through. When you hire a contractor, you kind of know you are going to get relatively cheap labor, but you expect the project manager to do his job and manage the project/crew. That has never been the case with Hatch Homes. Our project manager told us how he got a raise and deserved it (very random) and how he has such good attention to detail, and yet I had to point out the wrong siding, the paint/caulk on our window frames, the paint on our porch balusters, and the splotchy paint job.

  

  Business Response

  Date: 07/01/2024

  ********************* (President) visited with ***** & ***************************** at their residence on 6/26/24. This visit was partially in response to their filed BBB complaint. ********************** & **** worked together to identify all of the items that need to be addressed at the Prebynski residence. Hatch immediately documented an action plan and put this into motion. The Prebynski's agreed to allow Hatch until the end of July to coordinate & execute all aspects of the aformentioned action plan. Hatch is confident that all concerns of the Prebynski's will be corrected in the very near future. **** left the Prebynski residence on 6/26/24 on very good terms with ***** & *****.

  The employment of the Project Manager that the Prebynski's referenced was terminated on 6/18/24 by Hatch Homes. This was partially as a result of the complaint filed by the Prebynskis.

  Customer Answer

  Date: 07/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

  Customer Answer

  Date: 09/04/2024

   
  I am rejecting this response because:

  Hatch Homes, a company that markets themselves to be a ***** ****** approved installer, has been working on our home for 10 months. It is still not done. We were becoming a bit wary of their installation techniques, so we consulted a ***** ****** technician and hired a third party inspector who specializes in ***** ****** siding. Both confirmed our concerns and indicated that the installation techniques used by Hatch Homes do not adhere to ***** ****** specifications, ie are not in fact ***** ****** approved. When we relayed this to Bill, the owner of Hatch Homes, his response was dismissive, and he decided to reconfigure our payment structure. Instead of paying one final payment upon completion of the project, he divided the final payment into two, with the first being due four days after he informed us of this change, with the threat of interest if not paid by September 1. We are happy to pay Hatch Homes for the project once its complete, but it isnt. They even agreed that, at the very least, it needs another paint job. My concern is that if we pay this payment that they are demanding to have by 9/1, they will not fix the issues weve brought up, and they will abandon the project altogether. My concern is that they want to collect this one payment to get a little more out of us and then will vacate the project. Given that they advertise being ***** ****** approved and yet ***** ****** has said they dont approve of the techniques used in the installation of our siding, I have come to the belief that Hatch Homes uses false and misleading advertising. I also believe changing the payment structure and giving us four days to submit payment is unethical, especially given that we have had quite a bit of back and forth regarding the inspection report. Weve also been asked to be patient with them, as its been over 10 months, but we are now being pressured to review this new, updated invoice and complete payment in four days.

  Desired Resolution:

  Finish the Job

   

  
  

  

  Business Response

  Date: 09/16/2024

  Almost none of the claims made in this complaint are accurate.

  The Third Party Inspector does not specialize in ***** ****** Siding. This inspector is not certified or affiliated with ***** ****** in any way.

  ***** ****** has not determined that the installation at this property is against any of its requirements.

  ***** ******* is not under contract with Hatch Homes. Her husband, ***** *********, is under contract with Hatch Homes. All invoices submitted to ***** ********* are in alignment with the contract between Mr. ********* & Hatch Homes.

  Hatch Homes has never walked away from a project. Hatch Homes reputation speaks for itself. Despite the numerous recent reviews submitted by ***** ******* against Hatch, Hatch Homes has excellent online ratings. If Hatch Homes walked away from projects, surely someone other than ***** ******* would indicate so through the hundreds of online testimonials that are publicly available.  

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  Trust Index Rating: Excellent
  Google Ratings: 4.8/5 (128 Reviews)
  Guild Quality - Asheville: 4.8 (26 Reviews)
  Guild Quality - *********: 5.0 (36 Reviews)
  Guild Quality *************: 4.9 (22 Reviews)
  Guild Quality Wilmington: 5.0 (4 Reviews)

  --

  Hatch Homes has exhausted its options to find resolution with ***** ********* directly. ***** ********* is in breach of contract. Hatch Homes has passed the collections effort to its legal representation.