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:11/07/2023

  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.

  Lack of quality control as there are multiple gaps in the studs, throughout the entire home & multiple studs that are placed crooked, unleveled, and damaged. There are lots of gaps between the plywood clips and the plywood and plywood siding. The plywood is not fully secured as lots of them felt loose to the touch. There are a few trusses that are damaged and missing metal braces. Cracks on the foundation of the interior and exterior parts of the home. There is one hole in the roof on the right side of the home. On the left exterior of the home the foundation is not complete as it is exposing the plumbing. Missing sewer pipes/lines for hallway bathroom as they are underneath the concrete. Leaving us to question if the foundation will be compromised along with the structure of the home, causing us to decide to cancel the contract and no longer proceed with the build. Per contract under Buyers Acknowledgements paragraph 13 Foundation; “any attempts to alter the foundation (e.g., saw cutting, drilling) could seriously damage the integrity of the foundation system.” So it should also apply to the builder. Therefore causing a breech of contract by builder. We are requesting a full refund of deposit as per sales rep and director of sales stated it would be issued minus $250 title fee then retracted with no refund will be issued. We have not heard back from ********************** after sending a formal complaint. Buyers beware reviews are not only for the Los Lunas, ABQ area. This is happening in Las Cruces as well. Not to mention the alcohol and substance paraphernalia that is left on site by tradesmen. We have photos of all including alcohol box used to cover pipes and was left inside foundation. Broken bottles of alcohol on side of home. THC cartridges found at the entrance of garage and side of home. Saw blade sticking out of exterior wall. Hakes needs to reevaluate who they hire and the quality of their work, because they will continue to give Hakes a bad reputation.

  Business Response

  Date: 11/09/2023

  Thank you for bringing your concerns to our attention. We are committed to delivering a quality home at an affordable price. With this goal in mind, we work closely with municipal inspectors as well as in-house quality assurance inspection teams to ensure we comply with applicable codes and current industry standards. Many items appear out of place during construction because they are not complete, but will be finished prior to applicable inspections and the ultimate closing. Hakes Brothers will not close a home until it meets our rigorous internal quality standards and has passed all applicable municipal inspections. If you have concerns about any element of your home during the construction process, please do not hesitate to ask us about it. We are happy to accompany you on a site visit and answer any questions. We appreciate the feedback as it helps us improve.

  Customer Answer

  Date: 11/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  electrical, plumbing and HVAC has been installed without replacing any of the studs or boards as well as hot mop has been done on roof already. We have yet to receive any form of contact from CEO ******* ***** or Director of Management ***** ****** regarding our concerns and refund on 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]

  Business Response

  Date: 11/28/2023

  Again, we are committed to delivering a quality home at an affordable price and follow all construction processes to ensure we meet that commitment. We work closely with municipal inspectors as well as in-house quality assurance inspection teams to ensure we comply with applicable codes and current industry standards. Items may appear out of place during construction to the untrained eye, because they are not complete, but will be finished prior to applicable inspections and the ultimate closing. Hakes Brothers will not close a home until it meets our rigorous internal quality standards and has passed all applicable municipal inspections. 
  In closing, your case is being handled by leadership with the local Rio Grande division, apologies if you were told otherwise.

• Initial Complaint

  Date:11/01/2023

  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 noticed in September 2023 that my living room floors started buckling and tiles cracking so I contacted the warranty department multiple times. I called, put in multiple requests and was even messaging someone that gave me the run around. It's now November and now the rest of the house is starting to do the same thing. First comes the loud popping sound and then the tile comes up. No one has given me any information on what's going to happen with my case. If this is a common issue then someone should be streamlining this process.

  Business Response

  Date: 11/09/2023

  We have received a tile contract for this home. We did reach out to the homeowner via phone, to notify them that we had a contract for their home.
  We gave them the option to receive the contract by mail or I could deliver directly to the home. Homeowner requested to have the Tile Contract  
  placed in the mail. We mailed that contract out today (Nov. 9th 2023) 

  Customer Answer

  Date: 11/16/2023

  [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:10/20/2023

  Type:Customer Service 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.

  This complaint is in reference to the Emser tile installed in my home by Hakes Brothers. On June 7, 2023, we submitted a warranty claim in reference to the tile in my home. My claim was received and reviewed on June 9, 2023 by ******* ********* At which time, ******* came out and did a visual inspection of the tile flooring in our home. Following this inspection, ******* called me and advised that the flooring issue in my home was associated with defective Emser tile that was installed in our home. At which time, ******* advised that a claim would be submitted on our behalf and owners were being compensated in the amount of $20,000.00 to have the defective tile removed and new tile installed.
  
  We have been waiting 6 months for a response and resolution from Hakes Brothers. After waiting months, My husband and I were alarmed to receive a settlement agreement from Hakes Brothers with an amount that doesn’t even cover half the repairs to our home. This tile is installed in 90% of our home. Hakes Brothers recommended two companies in the area to fix our home, but the amount that they are offering us doesn’t even cover the two companies Hakes brothers recommended to fix our floors. We contacted several companies in El Paso as well who did a physical inspection of our floors and unable to find a contractor willing to complete the work for the amount offered by Hakes Brothers. Now we are just stuck with a home with deteriorating floors.
  
  To make matters worse, we are being given the run-around. *** ******* the Hakes representative is unresponsive to e-mails and require multiple contacts before we receive a response.
  
  We just want our new home fixed!

  Business Response

  Date: 10/30/2023

  We have received the request for additional compensation for the settlement of the Albero tile issue. In a preemptive effort to ensure the warranty work would be covered by our settlement amount, Hakes Brothers requested and received bids for the tile replacement of the home in question. We believe that the compensation offered by Hakes Brothers is fair and reasonable to cover the cost of the repairs. If the client would like Hakes Brothers to consider any change in compensation, we require that the homeowner provide a breakdown and justification of costs.As a reminder, lost time from work, inconvenience, and other non-direct costs are not covered by the Hakes Brothers warranty. Only reasonable costs associated directly with the replacement of the tile will be considered. 

  All justification and breakdown of costs can be send to our Head of Warranty - ***** ******* *********************************

  Sincerely

  Hakes Brothers Rio Grande Division

  Business Response

  Date: 11/10/2023

  We explained to client on Oct 31 that the tiled portion of her 1649 sqft home was only 921 sqft. That is verified information. We sent her a snapshot of the calculation using ********** our estimating software.

  $5/sqft x 921 sqft is $4605. Add $1000 for baseboards and $150 to remove and replace toilets and appliances, this comes out to $5755, leaving approximately $1000 for any other ancillary costs. 
  
  We are happy to walk through any additional concerns or questions that Ms. Love has.

  we also spoke to and communicated this to the client on 10/31. Here is the transcript of that email:

  *********
  It was a pleasure speaking with you today. Please see the attached PDF for the saft takeoff of your home.

  
  As you can see in the top left corner, the highlighted area equals 920 saft. This was off by 1 saft of the estimate that we originally used (921 sqft). I would be interested to see what the gentleman you had quote you sees differently.
  Also, I've attached the warranty. You'll note that in section II. B. it states " The Builder will repair or replace or pay the reasonable costs to repair or replace such defective items so that they meet the Construction Standards..." This allows us the ability to pay a reasonable cost to repair or replace.
  Thank You

   

  **** ********

  Customer Answer

  Date: 11/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because my home is not fixed. We are unable to find a contractor for $6,750.00 to complete this project. My husband and I have two estimates from contractors in El Paso who were licensed and bonded. These contractors went to our home completed a walk through and measured the floor in our home. Here are the estimates below: 

  Estimate #1: $7,500.00 - *** *********
  Estimate #2: $7,100.00 - *** ******

  These are the estimates that we are able to obtain. My husband and I have additional expenses for cleaning, removal of household goods/ storage, lodging, loss of income and travel expenses. For cleaning, we are requesting $150.00 and $200.00 for removal of furniture to include the furniture in the laundry room, dinning room, and den area. 

  We are requesting $7,850.00 to remove and replace the flooring in our home. Mr. Rodriguez is licensed and bonded in the state of Texas. We have selected him to complete all the repairs to our home. Since Hakes Brothers is refusing to pay the contractor and oversee this project, we should be able to hire a licensed and bonded contractor of our choice to complete the repairs. 

  This information was emailed to Hakes Brothers on 11/13/2023 and we are waiting a response. 
  
  
  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:10/16/2023

  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.

  Our A/C unit was not cooling our home. We called HVAC to see what the issue was. We were told by HVAC that our unit was too small for the amount of square footage that we have. Our neighbor has a 5 ton unit, along with his daughter up the street. Both of these had to be replaced by Hake's Brothers after move in as it was not sufficient for the square footage. All other homes on our street have the 5 ton A/C units, excluding us. Our HVAC said he could provide a letter for Hakes otherwise we would be obtaining an attorney. We have solar panels and should not be paying the amount that we are to cool the home. I have made multiple contacts prior to getting a response, the only response I received was asking what the serial number of the unit is. I have followed up twice since then without response.

  Business Response

  Date: 10/20/2023

  We have confirmed that this was an installation error from our Trade Partner - ***** *** ************* We have communicated this with the homeowner and worked with our purchasing team to confirm the claim. ***** *** ************ has communicated with the homeowner and agreed
  to have the unit installed on Wednesday the 25th.We will continue to monitor the situation until the new unit is installed.

• Initial Complaint

  Date:10/03/2023

  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 paid 2,500 for a deposit on a home. We had a buyer ready for our home but have panels. We were told the buyer could take over the panels by applying for them to take the loan over. The panels company did not approve them and they were in zero debt. We were unable to sell the house due to the panels needing to be either paid off or loan taken over by the new buyer of the home. We were unable to pay off the panels due to insufficient funds at the time of sale. Hakes does not want to give our money back to us and we are a family of 5 and that was our only savings we had left we paid it thinking this would all work out and now they won’t give back the deposit. If we were to try and sell the lender for the panels would deny the next family that tries to take the panels loan. The buyer we had, had zero debt m, great credit and was a perfect candidate but the loan company for the panels did not approve them. This was out of our hands. We had no money to pay them off and still be in an ok spot with savings from the sale of the home. We need our money back from hakes. We are just as devastated we were unable to purchase the home but it was out of our hands. Now we have no money in the bank and hakes has no heart. We can provide proof of bank statements. We have zero savings.

  Business Response

  Date: 10/11/2023

  Our Sales Management and Sales Advisor took care of this and the family is happy now that the majority of their deposit has been refunded.
  We have requested that the family relay this information back to BBB and request that the complaint be marked as resolved now that both parties are satisfied.
  
  

• Initial Complaint

  Date:07/14/2023

  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 purchased my Hakes house in June of 2020. After 2 years, the floors started buckeling and tiles cracking in a couple areas. I reached out to Hakes in April 2023 because the problem is getting worse. Hakes told me it was a known issue with several houses and they are working out a deal with ***** **** to get the tiles replaced throughout the houses. I was told I should hear an update in a couple weeks. 1 month later, no update so I call and was told an agreement had been reached but the final details are being worked out and I should hear something in a couple weeks. Again, no update so I file a warranty claim because nobody is answering phones. I was told an agreement had not in fact been reached as I was previously told and they will let me know when they know something.
  
  My floors are cracking and buckeling worse than ever and Hakes will not not answer phone calls, emails, or warranty claims. I purchased this house from Hakes and Hakes should repair their construction defects rather than expecting their customers to live with deteriorating floors while they work out a deal with ***** ****, who they selected to provide their customers with tiles. When they do respond to emails and warranty claims, the responses have been without useful information. Hakes, do the right thing and cut us a check or replace these floors.

  Business Response

  Date: 07/27/2023

  This homeowner has received a response to every warranty request that was submitted. The most recent request was on Thursday July 13th. The information given to homeowner is accurate. We have tried to update him as honestly as possible to the information we have been given by ***** ****. We finalized contracts and information to the homeowner and that was mailed out earlier this week.

  Customer Answer

  Date: 07/28/2023

  [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.  I recently was able to reach a member of Hakes who produced an update with useful information and shortly after I received the agreement mentioned in the response. My recommendation to Hakes is to provide more informative updates and better communication/follow-up with their customers on these types of repairs to avoid customers resorting to the BBB for answers. 

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

• Initial Complaint

  Date:04/03/2023

  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.

  We purchased our home February 13, 2023. We submitted a list of 29 warranty items on February 28. A few of the items have been taken care of. Some of them have been flatly refused. We "rolled over" and accepted some of them. There remain 4 critical items from our initial submission (listed below) upon which we remain insistent.
  
  We submitted a second warranty request for an item that we previously had overlooked. Hakes Brothers received this request on March 16. Having not heard back from them by the end of day on March 24, we sent an inquiry via email to ******* *********, our previous warranty contact. We have yet to hear from Mr. ********* or anyone else concerning this item (listed below).
  
  We have contacted the building superintendent many times concerning these items, just to be put off. We expect resolution of the following issues in a timely manner:
  
  SUBMITTED 2/28:
  1. Our front window was broken during construction. The window remained broken for weeks, leaving the interior of the room open to the wintry weather. We requested its replacement on numerous occasions. When it was finally replaced (after stucco and paint), the installers bent the frame and damaged the seal so that the window leaks. Photos are provided. Several weeks ago the building superintendent stated it's "on order".
  2. Prior to closing, the lower garage door panel and seal were damaged. On the day of closing the building superintendent stated it's "on order".
  3. The back door stoop at the patio has footprints in the cement and has cement residue dropped all over it. The project manager said they would re-pour it. Several weeks ago the building superintendent said he would have it done "when the weather is better".
  4. Our garage floor and driveway have cement residue (large footprint) on them. Last month the building superintendent said he would clean it off, yet it remains.
  SUBMITTED 3/16:
  The vanity in the guest bathroom is missing the end cap next to the wall. Photo is previously provided.

  Business Response

  Date: 04/13/2023

  Hello *******, thank you for providing us your feedback. Our Project Management and Customer Experience teams have been made aware of your complaint. At this time, they have notified us that they have met with you to plan and schedule the completion of all outstanding service items. Please continue to work with our team throughout this process and reach out to us directly at ********************** if any questions or concerns arise. Thank you 

  Customer Answer

  Date: 04/14/2023

  [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®: The project manager has been in touch with us and appears to be diligently working to take care of our warranty issues. Although all have not yet been resolved, progress is being made.
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ******* *****

  Customer Answer

  Date: 05/12/2023

  Our complaint against Hakes Brothers has been resolved. Their Building Superintendent was not at all helpful so their Project  Manager took over. We met with him and agreed to live with some of the items on our list, narrowing it down to those that were most critical to us. We are pleased to report that the Project Manager worked very diligently to have all of the remaining items taken care of. We will not go so far as to say that the overall construction of the home is of high quality, but it seems that Hakes Brothers do care somewhat about their reputation. Thanks to the Better Business Bureau for helping resolve our issues.
  
  ******* * **** *****
  **** ****** **** **
  *** ******* ** *****
  ************

• Initial Complaint

  Date:03/31/2023

  Type:Product 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 went under contract for **** ***** ** ** *** ***** ** on 2/21. Also, on 2/21 we wired our $5000 earnest money deposit.
  On 3/9 we received our HOA certificate & HOA docs. Per the NM HOA act once those were presented to us, we had 7 days to review, and if we did not agree we could terminate the purchase agreement with no penalties, and get our earnest deposit back within 15 days.
  On 3/14 we notified our sales consultant******* ******* that we wished to terminate our agreement based on NM HOA act. My realtor sent over the appropriate documentation detailing the termination & request for earnest money deposit to be returned. ****** had told my realtor that those documents were not acceptable to Hakes Brothers.
  On 3/15 I contacted ****** and requested their appropriate document for us to terminate our purchase agreement. We signed same day by DocuSign.
  Our 15 day period ended on 3/30, and we have yet to receive our earnest money back. I’ve asked for updates, and I’m told I’d get a follow up once the sales manager responded to my emails I was sending ******.
  On 3/28 *****- the sales manger called my husband to inform him that they only issue refunds mid month & end of month. At that time they will mail us a paper check.
  This is not in their purchase agreement, and the NM HOA act states 15 days.
  At this point this in an inconvenience, as we are moving across the country and need those funds to secure a home.

  Business Response

  Date: 04/12/2023

  Hello *****, thank you for leaving us your feedback. We apologize for the inconvenience that this caused you during your move and throughout the termination process of your agreement. Our team has been made aware of your complaint and has notified us that you were due a refund which was has been issued. Our accounts payable sticks to a strict payment schedule which caused a delay in the 15 day window, however, ***** had them fast track the refund. The check was sent the next day, 3/31, which you should have now received. If there is anything else you need at this time, please reach out to us directly at *********************** Thank you
  
  

  Customer Answer

  Date: 04/13/2023

  [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. We received the refund, and it has cleared. 
  
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:03/14/2023

  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 closed on our new Hakes Brothers home April'22.To date we have had over 88 visits to our home for repairs.We tried to back out of this sale because we were uncomfortable w/ the quality of work going on in our home:a large hole cut in the foundation, moving an entire wall, and cutting holes in walls to make electrical changes.Hakes Bros were unwilling to refund us our deposit. From day 1, we have experienced numerous leaks, HVAC issues, electrical issues, roof problems, mold& have had many cosmetic defects. In Aug, I requested all permits, inspections&stamped plans from NMRLD CID.We only received 1 permit for the construction/repair work that had occurred in our home to date.We found out from a repairman that there was a leak from an upstairs tub that Hakes Bros employees covered up before closing/hoped that we would never find out. Due to wet items not being replaced, we now have mold.We also found out that contractors punctured multiple holes in our refrigerant lines.They tried to hide this mistake as well, &did not replace the punctured lines.This has led to the system failing multiple times, as well as causing leaks. My daughter’s room now has mold levels that are reaching levels of concern.With all of the HVAC issues in our home, there has been a lot of traffic in and out of our attic to service the unit&ductwork.We noticed that at least one of our trusses seem to be missing parts.As I mentioned, I had requested all stamped plans from the state CID.They did not send my truss plans with the other items.We also requested these plans from ***** Hakes numerous times, verbally&via email.He verbally agreed to share all plans at a Nov HOA meeting, but then maintained they are ‘proprietary plans’ &would not share them.I was unable to have the trusses inspected properly by a structural engineer w/o these documents& my concerns became reality when the truss system failed last week &left an open gap in my home. It took a week after the damage occurred to get plans.

  Business Response

  Date: 03/17/2023

  We have been working with Ms. ********** with urgency to correct any outstanding items in her home.  Ms. ********** has hired several different home inspectors and each time we have been given new lists of items. Some of the items are not covered by our warranty, but we are doing them anyway because we care about our customer. We will not stop until everything is as it should be.

  Customer Answer

  Date: 03/20/2023

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

  While some of the warranty items mentioned are cosmetic, there should not be so many items continually/repeatedly present in a brand new home. There should not be mold growing to levels of concern in a brand new home. Our bigger concern here is with items such as our truss system failing, undercut foundation/failed pour of it, as well as the janky HVAC system and roofing. This is a brand new, $400k home. These things are unacceptable and many never should have passed inspection.  How did you get the go ahead to build a 2 story home on this foundation? How did the framework and trusses specifically pass inspection without the proper ties and bracing in place? Instead of a dream home, you sold us an incomplete home that is a living nightmare. If you care so much about us, why didn't you provide truss plans one of the many, many times we asked for them in the past several months? It took a truss failure, and a week of enduring an open attic, and many hours spent emailing and calling people crying with concerns about my safety to get you to finally provide them.  Oddly enough, despite your claims that they were proprietary, #4 on the last page of my truss plans state very plainly that a copy should be provided to the PROPERTY OWNER! (see attached). If this were a car, I'm sure at over 90 repair visits in an 11 month time period, they would be required to refund me under a lemon law. Sadly, for us, there are no lemon laws in place to protect homeowners from this type of situation.
  
  We should have trusted our gut and walked away from our $5k deposit that you refused to refund us. We thought we did our due diligence with inspections, and checking google reviews.  What we didn't know is that your employees worked very hard to cover things up and make them hard for anyone to find unless things went wrong. (For example, the punctured refrigerant lines, tub leak, and failed foundation pour, and scrubbing your google reviews clean). We have hundreds of emails, texts, and hours of recordings to document these problems, damages, and lies we've been told in regards to our home.  We have not had a single day in this home where everything functions properly, or we weren't being disrupted by some sort of repair work.  The worry and sleepless nights are constant. Health concerns are becoming an added worry. We are doubtful that our home can every truly be repaired properly- specifically regarding our HVAC and foundation. Even so, you made sure to cover yourselves in your warranty by holding yourself harmless from structural defects diminishing our home value.  We are a single income, military family at the moment.  We have been responsible with our finances and thought we were making a wise financial investment for our family. What you have left us, and many of our neighbors with, is facing a lifetime of financial ruin and hardships. I am sorry, but if you truly care about your customers, you have a really weird way of showing it. Hire competent contractors, build homes with integrity, and put a end to the pain and suffering you've caused my family, and likely many others.
  
  
  
  
  
  Regards,
  
  
  
  **** **********

  Business Response

  Date: 04/03/2023

  Thank you for taking the time to provide us with these details regarding these pending issues. We take pride in our quality construction and the value that we provide to our clients, and we are sorry for the frustration you have experienced with us. We want to make ensure that all warrantable issues are fixed and maintain open communication throughout the process. Please continue to work with our team to address these items until they are resolved. Thank you

  Business Response

  Date: 04/13/2023

  Attached is a list that our client provided us last year. Hakes Brothers completed this list in December 2022, which was accepted by the client’s signature on the appropriate documentation. After work was completed and signed off by the client, the client hired additional home inspectors and provided us with an additional list of items they would like to have fixed. Some of these additional items are not covered by warranty, but we will address the items noted on the new list. We will complete the warrantable items - as documented in our Hakes Brothers’ warranty. Our plan is to begin addressing these items in the upcoming days to have all items covered under warranty completed within 90 days. Thank you

  Customer Answer

  Date: 04/17/2023

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

  Upon the initial warranty items that took from April to December 8 to complete, new items continually arose.  Such as a pot filler breaking/leaking, mold discovery, once repaired items re-cracking, etc. We did hire an additional home inspection because this is a poorly built home and something is continually wrong with it.  We have been forced to allow the same subpar contractors in our home time and time again to make repairs that often times need to be repaired again, and again, like our inadequate HVAC system.  In addition, we had to hire an independent structural engineer to confirm suspicions about our foundation and to try and help us assess structural damage that occurred in our truss system. Which, again, could have been avoided and repaired proactively if you did not withhold the truss plans from us for so long. CID has issued multiple code violations for various systems in my home and I have not been issued a copy of the inspection reports, or violations issued. ***** has hit the ground running and is trying to schedule items in a timely matter for us.  I do not believe it is appropriate to close this complaint until repairs are made to our satisfaction on the remaining items.  Some of the repairs also need to be reinspected by CID and meet their satisfaction as well. It is terrifying to think our 1 year warranty expires this week and from this point forward, all of the repairs, that are never ending in this house, will become our financial responsibility.  When you buy a $400k home, you expect quality and something that was built to last.  That is not what we got with this home and we are extremely dissatisfied and continually disappointed with our purchase. We are a military family who needed to resell this home in a few short years.  The faulty product you have sold us is going to cost our family a great financial hardship when we have to move to the next duty station. Home is a place where you should feel comfortable, and safe- not scared, stressed, angry and constantly anxious waiting for the next shoe to drop. 
  
  
  
  
  
  Regards,
  
  
  
  **** **********
  

   

• Initial Complaint

  Date:02/07/2023

  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.

  BUILDER WILL NOT COMPLETE THE WORK THEY AGREED TO IN 1 YEAR WALK-THROUGH LIST. WARRANTY PERSON ****** CLAIMS ALL WORK HAS BEEN DONE WHEN I REPORTED TO HIM THAT STUCCO PERSON SHOWED UP WITH NO LADDER AND COULD NOT COMPLETE REPAIR WORK ON TOP OF HOME, HE (******) ALSO TRIED TO FIX REGISTER AIR RETURN FOR AC IN HALLWAY, DID NOT FIX IT AND PROMISED TO BRING BACK A NEW REGISTER FROM ANOTHER HOME. NOW HE CLAIMS ALL WORK HAS BEEN COMPLETED.

  Business Response

  Date: 02/15/2023

  Hello Mr. ********, we appreciate your feedback. At this time, we understand that our warranty team has been in communication with you to resolve pending warranty items of your home, including the window and stucco. Thank you for your patience and cooperation as our team works through completing these open items. Please feel free to reach out to us directly at ********************** if you need additional help or information.

  
  

  Customer Answer

  Date: 03/03/2023

  CONTINUATION OF THE ORIGINAL COMPLAINT. WORK HAS NOT BEEN COMPLETED.. STUCCO PERSON HAS NOT SHOWN UP...

  Business Response

  Date: 03/17/2023

  Hello Mr. ********. We understand your frustration with the pending warranty items of your home. We work hard to hold our contractors to a schedule and are dedicated to work until all warrantable issues are resolved. We will continue to follow up with our trade contractors until they complete the needed repairs to get your home back to our standards.

  Customer Answer

  Date: 03/20/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  YOU HAVE CONTRACTORS WORKING ON THE STUCCO IN NEIGHBORING HOMES/COMMUNITIES, HOW IS IT THAT YOU HAVE STUCCO WORKERS FOR NEW BUILDS BUT YOU DO NOT HAVE ANY FOR WARRANTY 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]

  Business Response

  Date: 04/03/2023

  Thank you for taking the time to provide us with these details regarding these pending issues. We take pride in our quality construction and the value that we provide to our clients, and we are sorry for the frustration you have experienced with us. We want to make ensure that all warrantable issues are fixed and maintain open communication throughout the process. Please continue to work with our team to address these items until they are resolved. 

  Customer Answer

  Date: 04/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  ACCEPTING THE RESPONSE CLOSES THE CASE. PLEASE UNDERSTAND THAT I CANNOT CLOSE THE COMPLAINT UNTIL MY HOME IS FIXED. 
  
  
  
  
  
  
  
  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: 04/12/2023

  Hello *****, thank you for your feedback. Our team has been made aware of your response and has notified us that all items from year end have been addressed in your home, except for the stucco. The previous stucco trade no longer works for Hakes Brothers. Our warranty team has hired CR Construction to complete the stucco in your home and is scheduled to begin the work tomorrow, 4/13. We apologize for the inconvenience you have experienced with us and understand your concern and frustration. Thank you for working with us as we address your warranty issues.