Complaints

This profile includes complaints for Hakes Brothers, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hakes Brothers, LLC

  425 S Telshor Blvd Bldg C Ste 204 Las Cruces, NM 88011-8235

  
• 

  Hakes Brothers, LLC

  271 Paseo de Dia Ste 400 Las Cruces, NM 88011-7341

  
• 

  Hakes Brothers, LLC

  PO Box 2022 Las Cruces, NM 88004-2022

  
• 

  Hakes Brothers, LLC

  8220 San Pedro Dr NE Ste 410 Albuquerque, NM 87113-2476

  

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:06/23/2025

  Type:Product 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.

  Closed on home March 10, 2025. Have been working through warranty portal and email to attempt to resolve a problem with the countertops to no avail. There is something wrong with the "quartz" finish, it it is actually quartz, causing it to stain when anything is set down on it, even if immediately wiped off. In addition there are horrible buffs/swirls and blemishes on the countertops that are not normal for quartz. Hakes' attempt at resolution was to have countertop company come out and clean the counters, which did nothing as the problem is in the finish. They then suggested sealing it which I have a problem with as
  1. quartz does not need to be sealed
  2. even if it were sealed, all the blemishes/swirls/stains would then also be sealed in
  3. sealing would have to be done on an ongoing basis as the island is the biggest problem and we cook and use that daily.
  
  We have had warranty team out and then some additional construction team to no avail. Last meeting was an utter waste of time as the Hakes rep wouldn't even look at the problems, even after being pointed out by other Hakes employees. As we have had to have all the cabinet doors and drawers replaced (still waiting on those) because the finish/clearcoat was not done correctly, there is obvious history of poor craftmanship and materials used in build process.
  
  We have asked Hakes to either refund $5390 we paid for "upgraded quartz" in order for us to have countertops replaced or to have Hakes replace them.

  Business Response

  Date: 07/15/2025

  We regret that the homeowner is dissatisfied, and we understand their concerns. However, this issue has been thoroughly reviewed on multiple occasions.
  There is no documentation or record of any complaints regarding stains or blemishes on the countertops prior to closing. No issues were noted at the New Home Orientation (NHO)or during closing. The homeowner had access to the property for approximately one month between the NHO and the closing date, and there were multiple visits during that time. No written concerns regarding the countertops were submitted until the 14-day move-in assessment.
  Following the homeowner's report, our trade partner—who is also the installer and supplier of the countertops—inspected the material and confirmed that it is the correct selection as per the original specifications. He also advised that, while quartz is a durable material, sealing is recommended as part of general maintenance to help prevent staining.
  As outlined in the Warranty Manual, cosmetic items not documented at the NHO or prior to closing are considered homeowner responsibility. Our management team has met with the homeowner in person to review the matter and reiterate this policy. Based on all findings, the request for reimbursement has been respectfully denied.
  Please let us know if any further clarification is needed.

  Customer Answer

  Date: 07/16/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: Hakes has done absolutely nothing to work with us in order to resolve this issue other than having stone company come out to clean the countertops. Seams are still horrible and the finish on the countertops is NOT to standard and does not function as intended. Multiple Hakes employees were aware of the concerns during construction, at the NHO and the day of closing. Need to also state that the day of closing, NONE of the work noted from NHO had been done and house was disgustingly dirty and power had been turned off as Hakes had not paid the bill. I had to call El Paso electric to have power turned on. As the house was dirty and no power, walk through on day of closing was not done. And using common sense, we had no idea how poorly the countertops would perform until we moved in and actually used them.

  The supposed meeting Hakes had here to discuss the countertops is laughable as the two men who came out didn't bother to even look at the counters or attempt any resolution, even when their staff was pointing out the obvious problems. Given the problems encountered with finishes in kitchen and the amount of warranty work done, it is laughable that Hakes is not willing to work with us at all on the island counter top. We are requesting reimbursement so we can have countertops replaced or have Hakes and the stone company replace the island counter top.
  
  
  
  
  
  
  
  Regards,
  
  
  
  **** ******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:02/19/2025

  Type:Sales and Advertising 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.

  We Bought a Hakes house in 2022. When I went to hang our TV, it was discovered that there was a stud missing in a bearing wall. I made contact with Hakes and their response was that the house passed a framing inspection so it is not their problem.The stud may have been taken out after the inspection. I borrowed a stud finder from the superintendent at the time and when the stud could not be found, I opened the wall up and discovered the stud missing. The superintendent when I told him, he just walked away. We have the house listed for sale. I'm required by law to disclose the stud missing. The next buyer will most likely try to hang a TV in the same location, and I will end up getting sued. They, Hakes, need to take responsibility for the work. Like now.

  Business Response

  Date: 03/17/2025

  The construction manager that was responsible for the construction of this house is no longer with the company. But our warranty team will contact the homeowner to assess the situation. Exterior walls are no greater than16” on center spacing for 2x4 exterior walls, and no greater than 24” on center for 2x6 walls. Interior walls, regardless of thickness aren’t required to be less than 24” on center in their spacing, except for load bearing walls which may require additional support. We suspect there are appropriate studs, but we will reach out to the homeowner to inspect and confirm. 
  
  If there is in fact a deficiency, we stand ready and willing to assist in rectifying it.

  Customer Answer

  Date: 03/18/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  If they had not told me in the beginning that "it is my problem" and were creditable, in their desire to address the problem, they would not be in this situation now. It's about supporting their product which took a complaint to get them to react. The spacing was 48" (a missing stud) well beyond the 24" on center. The issue has been taken care of, at my expense, it had to get done before our closing because we have sold the house. "The superintendent that is no longer with the company" is a non-issue, he was a representative of Hakes and ultimately the issue was Hakes responsibility. You can close the issue, hopefully Hakes learned something about customer service.

  Regards,
  
  
  
  **** *****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:10/20/2024

  Type:Order 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 signed a New Home Agreement with Hakes Brothers on 05/01/24. At that time it was understood that we were prequalified for a home loan that was contingent upon our being able to sell our current home in order to obtain $100,000 in equity that would be our down payment. Hakes' Buyer Acknowledgements stated that they would need 9-12 months to build, and the Sales Rep told our lender "Our estimated build time is 7-9 months. We are delivering complete homes closer to the 7 month mark at this time." We were required to make a deposit of $4051.00 when signing the agreement. Home construction began in Las Cruces, NM, on 06/20. On 08/23, we were informed that the home "should be ready to close around November based on the current construction pace," which would make total construction time just 5 months. On 10/09, Hakes called to say they were ready to set a closing date for late November and although they agreed to a 3-week delay, we quickly realized that since our home still had not sold, we would not have sufficient time to close on a sale and obtain the equity we needed to secure adequate financing, and so on 10/16, we asked Hakes to terminate our agreement. As our Agreement included a Financing Contingency stating that if the "Buyer is unable to furnish a Loan Commitment" that "in Seller's sole discretion, Seller may terminate this Agreement, and Buyer will be entitled to a refund of the Deposit." We naturally assumed that, in consideration of the fact that their unexplained insistence upon closing at least two months earlier than initially advised, they would accept their role in our inability to obtain the necessary financing in time and refund our deposit, but when on 10/18, our realtor approached them, Hakes advised there would be no refund. It is our contention that Hakes Brothers should refund our full deposit of $4051.00 without further delay.

  Business Response

  Date: 11/18/2024

  We appreciate the opportunity to respond to this complaint and apologize for the delay. We respectfully deny the
  request to refund the $4,051 deposit. The Customer Selection Worksheet details
  the buyer's selection of certain options and upgrades, and the payment of the
  $4,051 deposit. At the end of the Customer Selection Worksheet, in the 2nd
  paragraph above the signature blocks is the following language:
  
  “The
  deposit amount specified above shall be a non-refundable option deposit and is
  defined in the Agreement as the Deposit and shall be made concurrently with
  execution of this addendum. This Deposit is non-refundable in all instances,
  except in the event of the failure of the Qualification Contingency, as further
  described in Section 6 of the Agreement.”
  

  Section 6 of the New Home
  Agreement of Sale requires the buyer to provide a loan commitment, acceptable
  to Hakes Brothers, within 14 days of the Agreement Date. If the buyer does not
  furnish the loan commitment within this time period, the Agreement affords
  seller the right to terminate, not the buyer, as demonstrated by the following
  language:
  
  “If
  Buyer is unable to furnish a Loan Commitment within the applicable time period,
  or if Seller deems the Loan Commitment to be unacceptable, in Seller’s sole
  discretion, Seller may terminate this Agreement, and Buyer will
  be entitled to a refund of the Deposit.” 

  Hakes Brothers often accepts a mortgage pre-approval as a
  form of loan commitment. Once the mortgage pre-approval was approved by Hakes
  Brothers, the Qualification Contingency described in Section 6 of the Agreement
  was satisfied, and thereafter, the deposit was non-refundable. The Qualification Contingency is a condition for seller's benefit that affords the seller the right to terminate, not the buyer.  

  We also understand the buyer has complained about the home closing prior to the estimated build time set forth in the Buyer Acknowledgments. However, the build time range in the Buyer Acknowledgments is just an estimate and is subject to change. The disclosure expressly states it is just an estimate and provides that we cannot guarantee a closing date at the time of contract. In this case, the buyers received frequent updates from our sales and construction team that informed them of the progress of the construction. While we appreciate the buyers' intention to sell an existing home and use the proceeds of that sale to obtain favorable financing for the purchase of the subject home, the contract was not contingent upon the sale of their existing home. 
  
  Therefore, in this case, the buyer's termination of the contract was without legal cause and the deposit is non-refundable to the buyer and
  considered liquidated damages to Seller. 

  Customer Answer

  Date: 11/20/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Despite language in their contract that states Hakes Brothers cannot guarantee a particular closing date (and appears to have been added therein to protect them from liability for taking too long to complete their work), it is our belief based upon the available facts that they deliberately rushed this build for their own reasons, resulting in a closing that would have been at least 2-4 months sooner than their estimate, and virtually guaranteeing that we would have to default on our agreement for lack of sufficient financing. It is notable that they have never provided an explanation for why the build should have been completed so much sooner than anticipated, and illustrative of an apparent disregard for the inconvenience to their clients that may result from such professional mismanagement that they apparently feel no obligation to bother doing so. We will continue to assert that in the spirit of customer relations and fair business practice Hakes Brothers should provide a full refund of our deposit.
  
  
  
  
  Regards,
  
  
  
  *** ****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:08/19/2024

  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.

  I’m submitting this claim due to multiple tiles falling off the front of my house. The first occurrence was Feb 2023 where 4 tiles fell off and shattered damaging my neighbors car. I tried to file a warranty request after the first occurrence, but was told I was out of the warranty period. The second occurrence was July 2024 where two more tiles fell off in a different location. It is a hazard that could injure someone or severely hurt my two young boys if this continues. I have had two separate tile contractors come out and they both said all of the tiles would need to be redone to avoid more falling off due to them not being installed correctly by Hakes. This would cost me nearly $4500 dollars to repair. This is unacceptable work which should have been done correctly the first time. I have avoided joining the current lawsuit which other neighbors have joined, but if this isn’t resolved, I will have to reconsider. Attached I have included two pictures of the area after each occurrence.

  Business Response

  Date: 08/21/2024

  We have met with the homeowner to make arrangements to remedy the broken tile. A repair appointment has been set and the work should be done by the end of next week. Thank you. 

  Customer Answer

  Date: 08/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  **** *********

• Initial Complaint

  Date:07/18/2024

  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.

  Purchased new home from Hakes Brothers 7/21/23. Home is located in Mariposa Estates in the Mariposa master planned community at Rio Rancho, NM. We filed several home warranty claims through the Hakes Brothers’ online system.
  This complaint is in reference to our cabinetry (doors & drawers). This issue was recently presented via email to Hakes Brothers personnel, ***** ***** (CEO) on 7/17/24, **** ****** (sales rep) on 7/12/24, and ******* ***** (warranty manager) 7/12/24. Same information was submitted via the warranty online system 7/18/24. No response has been received from any of the emails. This afternoon, we received a response via email to our warranty request submitted 7/18.24. Email response received from a warranty customer service rep flat out denied request without inspecting the cabinets in question.
  Complaint/request is as follows:
  During a recent review of our home purchase, we discovered that the Mariposa features – INCLUDED FEATURES list provided by Hakes Brothers during the signing of the Home Sales Agreement clearly indicates that our home purchase was to include “Elegant Legacy Maple cabinetry”. Our new home sales agreement included a charge for UPGRADED CABINETS to Level 2, a paint upgrade charge of $2,925.00 to maple cabinetry (doors & drawers) for all areas of the home.
  However, we recently discovered, the cabinet doors and drawers installed in our home are constructed of MDF (medium density fiberboard) and not the Maple cabinetry, which we in good faith believed would be installed. MDF, is a lower quality cabinetry and not the Maple cabinetry Hakes Brothers advertised and that we understood would be installed in our Mariposa home. We are asking that Hakes Brothers replace the existing MDF cabinet doors and drawers installed in our home with the Legacy Maple cabinetry as advertised by Hakes Brothers. We have asked them nicely, however, based on their denial, we are left to assume that this was false advertising on their behalf.

  Business Response

  Date: 07/31/2024

  All of our Legacy cabinets include Maple door frames and Maple drawer fronts. Some of the interior cabinet box construction is made of different materials like plywood or MDF. Because the wood used on the doors and drawer fronts are Maple, that is how the cabinets as a whole are referred to in the cabinet industry. That is the industry standard for cabinetry. The cabinets that were installed in the home of our customer are of the same materials and installation standards as the cabinets that were installed in our Model Home, which is the home that our customer used as a model of what to expect in their home. The cabinets in the home of our customer are made of the same materials and installation standards as the cabinetry in the Model Home. A copy of the Legacy cabinet specs is attached for reference. 
  
  We look forward to continuing to work with our customer and handling covered warranty items as they are reported to us.
  
  Thank you

  Customer Answer

  Date: 07/31/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  When we first showed interest in a Hakes Brothers Home, we resided
  out of state and were never shown a model home. 
  We were provided all information, as well as included features in
  Mariposa, via email.  Even after arriving
  in New Mexico on April 14, 2023, to see the available spec homes, we were never
  shown a model home.  That day in April, **** ******, the sales rep at that particular time, showed us and our realtor three of
  the spec homes that were available for purchase.  After we looked at each one, **** notified us
  that someone would be signing a contract on one of the two homes we were
  interested in.  So, on April 15, 2023, we
  signed a contract on what is now our current residence with the understanding
  that our cabinet doors and drawer fronts were made of Maple (with painted
  upgrade).  Based on the recent response
  from Hakes Brothers, Legacy Maple door frames and Legacy Maple drawer fronts
  SHOULD have been installed in our home, as advertised.  Maple is wood, not MDF (medium density
  fiberboard).  Maple wood door frames
  and maple drawer fronts were NOT installed in OUR cabinets, as they should
  have been. Again, our door frames and drawer fronts are NOT Maple.  They are Ivory Quincy style, made of MDF.  Attached are photos of one of the doors,
  which clearly show that the door frames and drawer fronts are made of MDF a
  lower quality material, and NOT maple. 
  Why hasn’t someone come out to inspect the cabinets?
  
  
  
  Regards,
  
  
  
  ***** And ***** ********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 08/02/2024

  We will make arrangements asap with the cabinet installer and homeowner to inspect the cabinets. 

  Customer Answer

  Date: 08/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *********

  Accepting
  Hakes Brothers’ response to inspect the cabinets does not resolve the issue,
  however, it is a first step in bringing this matter to a closure.  It is obvious that cabinets installed in our
  home do not have the Legacy Maple cabinet doors and drawer fronts and are NOT
  what was advertised as a feature of the home. 
  This feature was a major factor in our decision to purchase the home.  We would like an inspection to be completed
  within 5 business days and the only resolution to this matter is that Hakes
  Brothers replace the existing MDF (medium density fiber) cabinet doors and
  drawer fronts with Legacy Maple doors and drawer fronts.  Hakes Brothers has a tendency to handle
  warranty items by dragging out the issue for months, and in this case that is
  NOT acceptable to us. We need Hakes Brothers to prioritize this matter and meet
  their obligation to perform in good faith.   We as Hakes Brothers’ homeowners have met our
  obligation in providing full payment upon demand for an included feature that we
  believe, per the agreement, should have been installed in our home.  In return, we expect Hakes Brothers' to not hesitate in meeting their obligation to correct this unfortunate oversight.
  
  
  
  Regards,
  
  
  
  ***** *** ***** ********

  Business Response

  Date: 08/23/2024

  The included feature for the community is Maple cabinets but the homeowners upgraded their cabinets in this instance, which is a paint grade thermofoil instead of maple. It is the same as the model home. The upgrade is an increased cost to Hakes Brothers of $1975 (see PO attached). The upgraded feature has been installed properly with correct materials for the option selection. 

  Customer Answer

  Date: 08/26/2024

  Complaint: ********
  
  
  
  I am rejecting this response because it is lacking in good faith and misrepresenting the
  facts.  We find it very interesting that
  Hakes Brothers would actually fabricate a copy of a “work order history” that
  falsely states we were a Hakes’ home buyer in December 2021.  Hakes Brothers keeps referring to a model
  home that we never toured, although that is irrelevant in this case.  In fact, our first visit to the spec home we purchased, which was already in the final state of completion, was 4/12/23.  This is clearly stated on
  the addendum to the new home sale agreement (copy attached).  A list of included features and addendum for
  the spec home was provided to us via email a few weeks prior to the home visit,
  as well as during the signing of the home sales agreement on 4/15/23. During
  the signing of the agreement, while reviewing this information with the sales
  rep, it was confirmed that cabinet doors and drawer fronts installed in the
  home were constructed of maple wood, and that the “UPGRADED CABINETS” listed
  on the addendum to the sales agreement was in reference to “painted finish maple
  cabinet doors and drawer fronts”.  Specifically
  Level 2 – Legacy Quincy, PAINT FINISH at an additional cost of $2,925.  This is a common builder upgrade from maple
  stain to a maple painted cabinet. All builders in the area offer this upgrade
  in their new home construction.
  On the other hand, Thermafoil is a vinyl like
  product wrapped over MDF construction, which is basically MDF constructed
  cabinetry, NOT a paint finish over maple wood. 
  MDF (medium density fiberboard) is a low grade/quality, budget friendly
  choice and a standard product found in lower priced homes. This information has
  been confirmed by ***** ******** by the way. 
  They even showed us their display of the three products.
  Today, we have every reason to believe that
  what we thought was an oversight on the part of Hakes Brothers’ is likely an
  intentional act to defraud us consumers, by installing a cabinet that looks
  very similar to the upgraded “Elegant Legacy Maple cabinetry (doors and drawer
  fronts)” Level 2 – Legacy Quincy, PAINT FINISH, that should have been installed
  in our home.  Most homeowners cannot tell
  the difference and that is what Hakes Brothers is counting on.  That explains why the building superintendent
  that works for Hakes advises the homeowner not to install hardware on the
  cabinets, making them believe it voids the warranty.  Because, it is at that time when the homeowner
  discovers that the advertised included feature maple cabinetry was not
  installed in the home and instead Hakes installed cabinets with doors and
  drawer fronts made of a cheaper quality MDF construction with a lacquer paint
  finish. 
  In prior correspondence to this complaint,
  Hakes Brothers, without inspecting our cabinetry, insisted that the
  cabinet doors and fronts installed in our home were made of maple wood, the
  standard cabinetry for Mariposa they confirmed. 
  Now, again without an inspection, their story is an admission that the
  cabinet doors and drawer fronts installed in our home are MDF construction and
  they want us to believe that it is coated with Thermofoil (vinyl) and that is an
  “upgraded Level 2 paint finish”. Again, they are misrepresenting facts.
  We want Hakes Brothers to know that we intend
  to pursue this matter to the fullest extent. 
  We expect Hakes Brothers to make this right and provide us with the
  cabinetry paid for, but not installed in our home, which was purchased July
  2023.
  
  
  
  
  
  Regards,
  
  
  
  ***** *** ***** ********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 08/26/2024

  The Standard Included Features are Maple for Mariposa. However, Mr. and Mrs. ******** selected the upgraded cabinets option for paint grade cabinets. This option changes the cabinets from Maple to Thermafoil. This is precisely how it's presented in the Model home as well. It does cost us more to do the paint grade cabinets, almost $2000 for this home. The buyer received what they selected and paid for. 

  We will not be making any changes to the cabinets.

  Customer Answer

  Date: 08/27/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Hakes Brothers continues to
  misrepresent the facts by means of their deceitful business practice.  In the process of providing false
  explanations Hakes Brothers has falsified a document to conceal their
  deception.   They falsely claim that we
  selected an option on 12/16/2021 when we did not know Hakes Brothers even existed.  Our first look at the home on 4/12/23 was
  after the home was completed, and we signed the new home agreement of sale on
  4/15/23.  They continue their false
  claims by stating that the upgrade option is from Legacy maple cabinetry to
  Thermafoil/MDF, which, as a professional would confirm is a downgrade.  We had our cabinet doors inspected by ***** ********, the cabinet installer for Hakes, and they confirmed that they are
  constructed of painted MDF.  See attached
  photo of a Thermafoil sample versus our painted MDF cabinet door. 

  
  Apparently, Hakes Brothers at one
  point stopped installing the Legacy Maple cabinetry in Mariposa and switched to
  painted MDF for the standard cabinetry.  However,
  they continued to advertise their homes with the Legacy Maple cabinetry as an
  included feature.  This was a large
  factor in our decision to purchase a Hakes home in Mariposa.  Hakes Brothers knew that most homeowners can’t
  tell the difference.  That is until the
  homeowners install the hardware, after being told by the Hakes superintendent not
  to do that because it would ultimately void the warranty.
  

  As mentioned before, we now have every
  reason to believe that Hakes Brothers knowingly installed painted MDF cabinetry
  in our home and deceitfully claimed to have installed Legacy Maple with a
  painted finish upon signing of the new home agreement of sale.  Knowing they were not
  installing Legacy Maple, they went further and charged us for the painted option
  $2,925.  We consider this to be
  fraudulent business practices on behalf of Hakes Brothers and will be
  submitting this information and all support to the New Mexico Department of
  Justice and local television stations.
  
  
  
  
  
  Regards,
  
  
  
  ***** *** ***** ********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 08/30/2024

  Hakes Brothers has not falsely represented that the customer ordered the upgraded cabinets on 12/16/21. In none of our correspondence have we said that. The date of 12/16/21 shown on the PO for the cabinets is simply the date this particular home was released for sale. We understand the buyer initially viewed the home on 4/12/23 and signed the new home agreement of sale on 4/15/23. For purposes of this dispute, the 12/16/21 date in the PO has no relevance. 
  

  Our supplier, Davis Kitchens, has confirmed that the upgraded cabinets installed in this home were Legacy Brand, Debut series, Dublin door style, Thermafoil material, Ivory paint color. The Dublin door style is identical in style and appearance to the Quincy and is of equal quality. The cabinet doors installed in this home are also the style installed in the model home at the Mariposa community where this customer purchased their home. 
  

  Pursuant to Section 13 of the New Home Agreement of Sale, Hakes Brothers is permitted to make modifications and substitutions of materials, appliances and fixtures as long as those modifications or substitutions are not of a legally material nature. In addition, at the bottom of the list of Included Features in the Sales Addenda is a clear statement that Hakes Brothers reserves the right to modify included features and specifications without prior notice or approval. We understand the buyer contends that having Maple cabinetry was an important part of their decision to purchase this home. However, the homeowner chose to have ivory painted cabinets (as reflected on the Customer Selection Worksheet), instead of a wood finish. And the supplier has confirmed that the ivory painted Dublin door style is the same quality as the Legacy Quincy door style. Therefore, the substitution is not of a legally material nature and is expressly permitted by the New Home Agreement of Sale and Sales Addenda. 

  
  The buyer has also suggested that we installed Thermafoil / MDF painted cabinets as a deceptive cost-saving mechanism. This is not true. The ivory painted upgrade is a significant additional cost to Hakes Brothers, as reflected on the PO that was previously provided. 

  
  Please let us know if additional information is required. We appreciate our customer and the opportunity to respond. Thank you

  Customer Answer

  Date: 09/05/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It is incomprehensible that Hakes
  Brothers, a business that claims to appreciate their customer, is portraying
  such unprofessional behavior to misrepresent the facts.  In reference to correspondence regarding this
  complaint, Hakes Brothers has submitted multiple versions of explanations to
  cover up their deceitful business practice. 
  They are oblivious to the fact that falsifying a document to imply that
  we upgraded cabinets is a form of fraud. 
  In our possession, we have multiple
  photos taken March 2023, provided to us by the Hakes Brothers’ sales
  representative that clearly shows that the spec home we previewed on 4/12/23
  was completed and all cabinets were installed. 
  He also provided a photo of the color scheme package for our home, which
  clearly shows Maple cabinetry (the advertised included feature).  Hakes Brothers confirmed that cabinetry installed
  in the home was an upgrade from the Maple stain to the Legacy Maple painted
  finish, Level 2, as stated in the addendum.  Again, Level 2 is the upgraded “Maple painted finish”.  This is the standard upgrade all builders in
  the area offer as an option from “maple stain to maple paint finish”.  However, as we discovered after moving into
  our home, Hakes had installed a cheap imitation constructed of MDF painted
  cabinets and sold us a home under the pretense that the already installed
  cabinetry was “Maple painted”.  

  After filing of this complaint, Hakes
  Brothers refused to send their cabinet installer, Davis Kitchens, to our house
  to inspect the cabinet doors and drawers. 
  So, we delivered to ***** ******** a cabinet door from our installed
  cabinet and they verified what we already knew. 
  The installed cabinets, per a work order from Hakes in 2021, are made of
  MDF construction and painted with an ivory paint.  Considerably lower quality than Legacy Maple
  painted cabinets.  Davis Kitchens’ sales
  rep also verified that the cabinet series installed in our Hakes home is the “Advantage
  Series”.  Although, in a prior
  explanation, Hakes Brothers refers to the Debut series Thermafoil finish, which ***** ******** mentioned has never been offered in ivory (see attached).  However, not relevant to this complaint,
  since cabinets installed in our home are made of strictly “painted MDF
  construction”.  Since MDF is a medium
  density fiberboard it is not offered without paint, so paint is not an
  upgrade.  We were also informed that ***** ******** does not install Thermafoil MDF in any of the Hakes Brothers’
  homes.  Thermafoil is not an upgrade to
  MDF construction, but rather an option equivalent to paint installed on MDF
  construction.  There is no way to mistake
  Thermafoil MDF for painted MDF, as was demonstrated to us.  This information was provided to us by the
  representative at ***** ********, Hakes cabinet installer.  So, in this case, Hakes Brothers’ uses a
  reputable business in their deceptive efforts to misrepresent the facts.

  We are not first time home buyers,
  and clearly recognize all of Hakes Brothers’ responses as basically multiple
  versions of excuses for their deceptive business practice.  We have owned ten (10) new construction homes,
  three (3) which have been custom homes we built.  So, we are not new to this industry and have
  dealt with many builders/contractors. 
  Hakes Brothers is the only builder we have done business with that has
  attempted to deceive us.  We have every reason
  to believe that our cabinet issue is not an isolated case, and that other Hakes
  homeowners in Mariposa are being deceived as well.  Hakes Brothers sold many spec homes in phase
  II Mariposa Estates.

  Addendum to the New Home
  Agreement of Sales is Hakes Brothers’ required contract for purchase and
  included a list of total options Hakes added to the home during construction,
  and prior to our viewing the spec home and signing the contract.  For the record, a spec home is when a builder
  selects a home with all upgrades and options at the time the building
  permit is obtained.  The homebuyer, regardless
  of when they sign the new home sales agreement on a spec home are not given the
  option to make any changes period.  Section
  13 is standard in all Hakes new home sale agreements and may or may not apply
  to all home buyers depending on the phase of the construction.  In our case, it is not relevant since the spec
  home construction was already completed, and all options for the home had
  been selected by Hakes in 2021.

  In summary, Hakes Brothers
  advertised Mariposa homes with one specific included feature, which was the Legacy
  Maple cabinetry (cabinet doors and drawer fronts).  During our viewing of the home and signing of
  the sales agreement, the Hakes sales representative confirmed that the home was
  equipped with “painted maple cabinetry”. 
  Instead, during construction of the home, they deceptively installed low quality painted MDF (medium
  density fiberboard) constructed cabinetry. 
  We continue to support our statement that Hakes Brothers is making every
  attempt to cover up their deceptive business practice, and will not be
  satisfied until Hakes Brothers makes this right and replaces our MDF cabinetry
  with the Maple painted cabinetry we paid for.  Hakes Brothers is well aware that Maple painted
  cabinetry is a significant cost upgrade to the cheap MDF installed in our home.
   We remain confident that all consumer
  protection agencies we have submitted our statement of facts and all relevant
  evidence to, will discover that Hakes Brothers is conducting business in a
  deceptive manner. 
  
  
  
  
  
  Regards,
  
  
  
  ***** *** ***** ********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 09/17/2024

  When our customer first came to us with this concern, we had not done business with the cabinet company that installed the cabinets in this home for several years. Regrettably, we incorrectly recalled that the cabinets installed in their home were Maple. After the ********** asked us to look again, we reviewed this with our previous cabinet supplier, ***** ********, and we learned that the cabinets installed were actually MDF. Upon reviewing our customer's sales agreement, it's apparent that Maple cabinets were not promised to our customer. The following snippet taken directly from the buyer's option selections shows the agreed upon cabinetry for the subject home:

  "UPGRADED CABINETS

  All Areas: Level 2 - Legacy Quincy, Paint Finish Ivory."

  The wood type is not specified in the applicable sales agreement. To confirm our customer did not get an inferior product, we called the Legacy cabinet company at the end of August 2024 and they verified that this customer received Legacy brand, MDF wood, Dublin style door, and Ivory color painted finish. We asked the Legacy company rep is the MDF Dublin door was of greater or lesser quality than the Maple Quincy door and the rep responded that the quality of the two door types is considered equal. Both are from the Debut series which indicates equal quality and the door styles of Quincy and Dublin are nearly identical. 

  In addition, for our customers to have a clear expectation of the look of their home, Hakes Brothers typically builds a model home. The model home in this community had the exact MDF Dublin door with Ivory paint, precisely what this customer received in their home. 

   

   

  Customer Answer

  Date: 09/20/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Hakes Brothers continues to
  misrepresent the facts to cover up their deceptive business practices.  The only Hakes Brothers’ homes that we viewed
  were spec homes, and construction was already completed on all three of these spec
  homes.  For the record, we never viewed a
  model home if they did have one.

  Via email March 2023, and during
  signing of the sales agreement on 4/15/23, the sales rep, **** ******, provided
  us with the included features (see attached) for the homes that Hakes
  built in Mariposa Estates.  During
  signing of the sales agreement, we (homeowners and real estate agent) reviewed with
  the sales rep all added features listed in the addendum.  Since Hakes Brothers included Maple cabinetry
  as a standard feature, the upgrade was “Level 2 painted finish”.  That is the additional $2,920 cost reflected
  on the addendum.  Every tract home
  builder in town offers “Level 2 painted finish” as an upgrade to maple cabinets
  for their homes.  Hakes Brothers prefers
  to ignore the fact that they do have competitors in the area, and we are well
  aware of what a Level 2 upgraded cabinet really is.  Again, Hakes Brothers is making every effort
  to misrepresent what we already know to be a fact.  Now, Quincy is the style of the cabinet doors
  and drawer fronts, and of course ivory is the color of the paint.  We are not disputing the style or color of
  the cabinet door.  This particular factor
  or detail is not relevant or significant in influencing the quality of the
  cabinet doors and drawer fronts.
  ***** ********, in Albuquerque, did
  install the cabinets in our spec home. 
  This information was verified  to
  us in person, by their staff and sales representative.  The ***** ********* representative also
  confirmed that they are still a cabinet installer for Hakes Brothers.  According to their records, Hakes Brothers
  ordered the MDF (medium density fiberboard) cabinets in 2021, to be installed
  in the spec home we purchased.  Installed
  cabinets are the Advantage series and they do not have a solid wood face frame
  as the Legacy Debut series does.  It is
  self-evident that Hakes Brothers lacks knowledge of the products they install
  in their homes.
  

  For the record, Hakes Brothers
  falsely advertised that the homes they built in Mariposa Estates included “Legacy
  Maple cabinetry”.  Standard was stained Maple
  and upgraded cabinets were the Legacy Maple cabinetry Level 2 painted finish.  In our spec home, they deceptively installed a cheaper low
  quality MDF (medium density fiberboard), which is NOT wood, in place of the Maple
  cabinetry they advertised as an included feature.  They select a style of MDF that would match a
  similar style of Maple cabinets offered as a standard feature.  Hakes Brothers refuses to acknowledge this,
  and chooses to disrespectfully dismiss obvious facts.  Despite what Hakes Brothers would like us to
  believe, Maple cabinetry and MDF (medium density fiberboard) is not the same
  quality, nor does it have the same value.  This is obviously their way of concealing the
  facts.  Maple wood cabinets definitely cost
  more than MDF, which is not wood.  Based
  on research and estimates from local vendors, the difference in the cost of
  Maple versus MDF is approximately $9,000 plus the $2,925 upgrade to a Maple paint
  finish, for a total of $11,925.  This
  total reflects the linear foot price for cabinets installed in our spec
  home.  It is obvious what the cost
  savings to Hakes Brothers has been.  Let
  us not overlook the fact that Hakes Brothers built several spec homes in Phase
  II of Mariposa Estates.
  
  
  
  
  
  Regards,
  
  
  
  ***** *** ***** ********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 11/01/2024

  We don't have any substantive to add to this issue. The homeowner's latest response doesn't add anything new to the competing perspectives offered in the various communications that have already been sent.

  As we previously stated, the wood type is not specified in the sales agreement. The customer received Legacy brand, MDF wood, Dublin style door, and Ivory color painted finish. The Legacy company rep confirmed the quality of the two door types is considered equal. Both are from the Debut series which indicates equal quality and the door styles of Quincy and Dublin are nearly identical. 

  We are willing to mediate this matter if the customer is amenable. 

  Customer Answer

  Date: 11/05/2024

  Complaint: ********
  
  
  
  I am rejecting this response because Hakes Brothers’ latest response
  seems to portray ignorance to the fact that the purpose of the BBB involvement
  in this matter is for mediation.  This
  complaint was filed in an effort to get this issue resolved.  For over three months, communication and
  documentation provided through this third party clearly indicate that Hakes
  Brothers in their deceptive business practice falsely advertised their homes in
  Mariposa Estates to include maple cabinetry (drawer fronts and cabinet doors)
  as a standard feature.  Instead, they
  deceived us consumers by installing cheaper, low quality, MDF cabinetry.  They selected a similar style to disguise the
  maple cabinetry.  We have provided very
  detailed explanations of this issue multiple times.  This issue is not about cabinetry style as Hakes
  Brothers portrays.  As we presented
  evidence  through this communication,
  Hakes Brothers provided multiple versions of responses, most of which had no
  correlation to the real issue.  This is
  very typical of Hakes Brothers.  They
  handle all warranty issues in a similar manner. 
  Our experience with Hakes Brothers has been nightmarish and our decision
  to purchase a Hakes Brothers’ home a most regrettable one.

  In this particular case, Hakes
  Brothers has made every effort to misrepresent the truth and is unwilling to
  accept responsibility for their actions. 
  Through BBB communication, it is evident that Hakes Brothers was very
  much aware that they were deceiving us consumers by installing a low quality
  MDF cabinetry instead of the “advertised standard feature” maple cabinetry.  Their responses/explanations confirm it was
  no oversight on their part. 

  We are pursuing this matter
  through BBB mediation in a continuous effort allowing Hakes Brothers the
  opportunity to make this right and get this issue resolved by replacing our
  cabinetry with maple, because that was what we purchased and paid for.  Hakes Brothers has made no effort whatsoever
  to rectify this by any means.  They have
  only provided misleading explanations without substantiation.  Hakes Brothers needs to make this right, as this
  is the only acceptable resolution. 
  All statements and documents provided on our behalf are based on fact.
  
  
  
  
  
  Regards,
  
  
  
  ***** *** ***** ******** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:07/11/2024

  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.

  10/20/2022 date of purchase
  $289,000
  
  Warranty on home
  
  I have submitted multiple requests for home fixes that are covered under warranty. Company says someone is coming but no one ever shows up to fix outstanding issues
  
  Recent rainstorm in El Paso has now caused water to come through ceiling and create damage. Roofs should not have damage until at least 10-20 years on a home.
  
  I have a list of outstanding issues with home contractor and yet no one responds or comes to fix and close out issues

  Business Response

  Date: 07/17/2024

  We are currently responding to the homeowner's request to repair the roof leak. The repair work has already been scheduled. Additional requests to evaluate plumbing, drywall and electrical issues have also been received, and appointments to further evaluate these issues have been scheduled. We look forward to expediting repairs, as needed. We anticipate being able to complete all needed repairs within the next week. Thank you for bringing these issues to our attention. 

• Initial Complaint

  Date:07/04/2024

  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.

  I am asking that Hakes fully resolve the following issues:
  
  1. Paint- it was completed on May 10th; however the issue it was supposed to resolve is resurfacing (there are streak marks running down the wall).
  2. Tile-upon review of my account you can see that I have reported issues with tile. Under the 11-month warranty I specifically pointed out the tile in the main bathroom. Work on the shower tile started May 10th and completed May 11th. The tile was removed and new tile was installed however the tile that was installed is worse than what was replaced. So you are aware, the tile company did come out again and replaced 10 individual tiles however the issue still remains.
  
  Actions Requested:
  1. In person evaluation- I am requesting that someone partner with Mr. ***** to come out and evaluate the paint and tile. As I work, I am asking for three dates and times options so I can plan accordingly.
  2. Paint- I am asking those areas be primed and repainted as the streak marks are throughout the house and were not caused by neglect. I am willing to provide additional conversation details upon request.
  3. Tile-I am asking that the tile be corrected or replaced.
  
  I understand hakes is “committed to delivering a quality home at an affordable price.” I also see that hakes “stand behind the work we do and will ensure we deliver to our professional standards.” As these issues were reported under the 11-month warranty and as Hakes assumed liability, otherwise no action would have been taken, I am requesting an in person evaluation be completed on or before July 12, 2024 with a remedy plan to follow within 10 days of the in person evaluation. Lastly, for the price I paid for my home I should not experience these issues nor should I have to deal with the flip flop. I appreciate the work that was done, as shown on my text messages; however, the issues need to remedied.

  Business Response

  Date: 07/11/2024

  Hakes Brothers has responded to this homeowner's requests for repair. Paint issues were cosmetic and repainting was performed as a courtesy to the homeowner. Additional work on the paint will not be performed. The tile in the master shower pan has been replaced, although we understand the homeowner is still unsatisfied with the appearance. There is no tile repair work remaining. 

• Initial Complaint

  Date:06/14/2024

  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.

  This is regarding the house at the provided address and a failure to properly repair water damage caused by a previous improper repair by the builder. The original repair was when we first bought the house around 1/23 but was done incorrectly, causing water damage and necessitating another repair around 4/24. Before the second repair the light below it was working but afterward, it no longer does.

  Business Response

  Date: 07/11/2024

  This work was completed and verified by the homeowner on June 22, 2024. Thank you. 

  Customer Answer

  Date: 07/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  *********** *****

• Initial Complaint

  Date:04/04/2024

  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.

  Hakes Brothers continues to ignore warranty requests on my new home. Nobody will respond to me.

  Customer Answer

  Date: 04/04/2024

  Hi here are the warranty details. Please be advised that they installed mismatched tiles 2 years after our closing date due to the builders failure to complete warranty work in a timely manner. This the builder installed mismatched tiles and then decided to ghost us after they realized they could not get matching tiles for our home. There was a plethora of items that needed to be addressed such as cracked stucco, leaky roof, leaking doors, missing steps outside of garage doors, painted door hinges, unpainted walls, missing tile grout etc. 

  Business Response

  Date: 04/08/2024

  We appreciate our buyer's feedback. We have addressed all outstanding items at this home that are covered by the limited warranty. The tile in our buyer's home is all the same color. However, within the same color of tile, there are different dye lots, and the existence of a dye lot difference for the same color is not a condition that is covered by the limited warranty. The dye lot variation is normal and consistent with industry standards. 
  
  

  Customer Answer

  Date: 04/11/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:

  The builder has not addressed our concerns at our home and this was not communicated to us until now. The builder “ghosted” us after installing tiles and has not responded to our concerns. We have several issues within our home and Hakes Brothers refused to fix or acknowledge the issues. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** ****** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Customer Answer

  Date: 05/03/2024

  Update: The builder has agreed to a partial monetary settlement of approximately 1/3 of the cost to replace our floors. We are now responsible for the rest of the flooring since they could not complete warranty work in a timely manner. 
  

  now I assume they are not taking responsibility for the numerous other issues listed on our new home walk through since they ignore requests for those items and seems they just want out as fast as possible. 
  

  I have broken kitchen cabinet drawers and doors, painted door seals and hinges to the garage. Could be fixed easily if they wanted to

  Business Response

  Date: 05/09/2024

  Hakes Brothers has agreed to a settlement of the tile issues with the homeowner pursuant to a written, mutually agreed upon settlement agreement and release. Further complaints about the tile issues are a breach of that settlement agreement. 

  If there are other warranty issues with the home, the homeowner is welcome to submit warranty requests through the company's online warranty submission process. 

• Initial Complaint

  Date:04/03/2024

  Type:Order 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.

  The closing date for my newly constructed home was 11/30/2023 in the Melon Ridge community in Rio Rancho. The sales person who sold it to me was Valerie V*******. The inspector, 2 weeks before closing, told me the construction wouldn't be ready by the closing date, especially with Thanksgiving around the corner. Yet somehow it was rushed in order to finish on said date, also forcing the inspector to inspect on the very closing date. From the beginning, Ms. V******* took my phone number down incorrectly, which caused the domino effect of noone at HB being able to call me (I was able to get it corrected finally, after many attempts, in the HB system around Feb. or Mar. 2024). I was told if I needed help with anything, I could let the superintendent Jorge V***** know. He initially helped with some things, but after that gave me the runaround. I wasn't getting anywhere, so it occurred to me to contact Erlinda "Linda" V********* at the HB Warranty department. In December 2023, my brother had noticed that the master bathtub had been installed with a crack. There were also other things wrong in this new house: patio screen and glass doors that wouldn't close and lock, missing screen on the patio window, kitchen faucet hose that continually sagged, scratched stove top, microwave scuffed up by the HB cleaning ladies, 2 missing door stops (which caused the knob on one of the doors to make an indentation on the wall by the construction crew), hole in wall above baseboard next to master bathroom, missing grout or caulking or paint throughout the house, etc. The only thing Ms. V********* has accomplished to this date, 4/2/2024, is having the glass sliding door and the missing window screen taken care of. The rest of the time, she has been giving me the runaround. A couple weeks ago, she notified me by email that she would no longer be my warranty rep. I haven't heard from them again, despite my effort to contact Ms. V*********. I also haven't been able to move into my house yet.

  Business Response

  Date: 04/03/2024

  We appreciate our customer reaching out to us. Our warranty team in Albuquerque left a voice message with Ms. ** ** ***** today to make appointments and get these issues resolved as soon as possible. We will continue to follow up. If a quick response is not forthcoming, please follow up directly with our warranty team. 

  Customer Answer

  Date: 07/24/2024

  The closing date for my newly constructed home was 11/30/2023 in the Melon Ridge community in Rio Rancho. The sales person who sold it to me was Valerie V*******. The inspector, 2 weeks before closing, told me the construction wouldn't be ready by the closing date, especially with Thanksgiving around the corner. Yet somehow it was rushed in order to finish on said date, also forcing the inspector to inspect on the very closing date. From the beginning, Ms. V******* took my phone number down incorrectly, which caused the domino effect of noone at HB being able to call me (I was able to get it corrected finally, after many attempts, in the HB system around Feb. or Mar. 2024). I was told if I needed help with anything, I could let the superintendent Jorge V***** know. He initially helped with some things, but after that gave me the runaround. I wasn't getting anywhere, so it occurred to me to contact Erlinda "Linda" V********* at the HB Warranty department. In December 2023, my brother had noticed that the master bathtub had been installed with a crack. There were also other things wrong in this new house: patio screen and glass doors that wouldn't close and lock, missing screen on the patio window, kitchen faucet hose that continually sagged, scratched stove top, microwave scuffed up by the HB cleaning ladies, 2 missing door stops (which caused the knob on one of the doors to make an indentation on the wall by the construction crew), hole in wall above baseboard next to master bathroom, missing grout or caulking or paint throughout the house, etc. The only thing Ms. V********* has accomplished to this date, 4/2/2024, is having the glass sliding door and the missing window screen taken care of. The rest of the time, she has been giving me the runaround. A couple weeks ago, she notified me by email that she would no longer be my warranty rep. I haven't heard from them again, despite my effort to contact Ms. V*********. I also haven't been able to move into my house yet.

  Business Response

  Date: 08/16/2024

  Our customer service team has an appointment with the homeowner on Tuesday, August 20, to evaluate her outstanding issues. We are committed to satisfying all legitimate warranty obligations. 

  Customer Answer

  Date: 09/11/2024

  Dear Ms. *******,
  
  Yes, in effect, I had a meeting on 8/20/24 with Mr. Albiddin S***** of Hakes Brothers, LLC. However, it was yet another attempt to stall and waste my valuable time, something Hakes Brothers has been doing since December 2023 when my warranty issues began with them. Since then, they have fulfilled the warranty jobs, albeit taking them about 8 months to complete jobs that should have easily been finished in a matter of just a few weeks. They were warranty jobs that, under the Warranty Manual, they were legally obligated to resolve. Yet they constantly tried in numerous ways to get out of having to take care of said jobs. In fact, in one meeting I had with my then Warranty rep Mr. Steven C********, he admitted to me that he "was dragging my feet on the warranty jobs" for my house. This is further proof that my warranty complaints were not being taken seriously. In fact, I had to do Mr. C********' job myself on numerous occasions because he refused to.
  
  Now that the warranty jobs have been finally completed, my focus is now on the 2nd complaint I filed with the BBB, which is for HB to reimburse me the total amount they owe me. In June 2024, during our first extreme heat wave in Rio Rancho, I discovered my home air conditioning was not working at all. Based on Hakes Brothers' horrible and unreliable history of taking care of my warranty issues, I felt forced to hire ********* ******* *** ******* to help me. It was either that or put myself at the mercy of HB and in harm's way. It turned out that HB had initially installed a faulty thermostat and I ended up having to pay a total of $466.02 out of my pocket for the service and new thermostat, something that was HB's error to begin with. They also owe me $250 between all the water and electricity they illegally used from my house, without my authorization, to build the next door neighbors' house.
  
  Please find enclosed the email of the last communication I had with HB whereby I clearly stated I refuse to allow them to waste any more months avoiding their responsibilities with useless meetings and interactions designed only to stall and try to wear me down. I gave them a week from my email date to pay me back and they have not done so. I will keep this complaint with the BBB open until HB reimburses me for the full amount I am legally due. Then, and only then, will I gladly remove it. After all their stonewalling, unfounded excuses, taking advantage of a woman and gaslighting, they need to be held accountable for their business tactics, which are very dubious at best. I hope that the result of this will be that Hakes Brothers will think again when trying to take advantage of any future clients.
  
  Sincerely,
  
  ***** ******* ** ** *****

  Business Response

  Date: 09/11/2024

  Thank you for the opportunity to further respond. We're pleased that the outstanding warranty issues have been satisfactorily resolved. We asked for copies of utility bills or photos of others using the homeowner's utilities and let her know that we would certainly reimburse her for any services used by our trade partners but she has not been willing to provide such documentation. Lastly, we let the customer know that we cannot reimburse her for the cost of the thermostat because she never gave us the opportunity to correct.

   

  Customer Answer

  Date: 09/13/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:  I am not at all satisfied with their efforts, or lack thereof.  After having held my new house "hostage" for many months, I was forced by their lack of efforts all those months to look for help elsewhere.  It was that, or die of heatstroke during the heatwave.  Hakes Brothers is fully aware of this and forced me to seek outside help.  I expect a check for the full amount previously mentioned.  Thank you for passing my response to Hakes Brothers.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** ******* ** ** *****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]