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

  PO Box 2022 Las Cruces, NM 88004-2022

  
• 

  Hakes Brothers, LLC

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

  
• 

  Hakes Brothers, LLC

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

  

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:01/16/2023

  Type:Order 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 signed a contract with HAKES BROTHER for house ***** ******* *** *** ******. We not seen the house as we were unable to drive out to see model my wife was in the Hospital
  at this time and recently left the hospital disabled upon examination the plan for this house it was unsatisfactory for living in for my wife with a disability and would cost quite a lot of money to refurbished it. I SUFFER from PTSD and l am a Disabled Veteran Service Connected and have to visit the VA PYSCHARTRIST on a regular basis making decisions and planning a move became increasingly difficult and l had cancel the contract as my PTSD was making it very difficult even more stressful. I am asking for the $4500 deposit l had given them back. The $990 l gave as a deposit towards the designer options they can keep. Thank you for the assistance in this matter. ******* *** ****** *** **** ******

  Business Response

  Date: 02/10/2023

  Hello Mr. ******, Thank you for your feedback. We apologize for any inconvenience we may have caused during this process. As per the termination agreement, Hakes Brothers will refund 100% of the deposit for the VA loan. A full refund was requested for $5,000, and our records show that the check cleared the bank on 2/3/23. If you have any additional questions, please get in touch with us at ***********************

  Customer Answer

  Date: 02/13/2023

  [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.
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/06/2023

  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 had my home inspection done in October 2022 and up until this day there are missing things that need to be fixed still. In addition, repairs offered to some of the concerns are only cosmetic instead of fixing the problem to prevent things from happening again. I have reached out through email and warranty requests through their website for an update and i have obtained no response at all.

  Business Response

  Date: 02/10/2023

  Hello *****, thank you for your feedback. The year-end assessment for your home was completed on 10/25/2022, which included
  rockwall touchups, DW touchups, paint touchups, replacing of four tiles/ grout touchups, and stucco touchups. Our contractor, ********** ************, was scheduled on 11/9/2022 to asses the repairs. As of now, our warranty team has notified us that there are pending items that need to be completed and that additional claims have been submitted. Thank you for your communication and patience as we resolve all warrantable items of your home. Please get in touch with us directly at ********************** for any additional concerns or information.

  Customer Answer

  Date: 02/21/2023

  Matter has not been resolved yet. I am waiting on Hakes to reply back after contacting them through the email on the previous message. It's a week after with no response from them other than following up on what's pending, 
  
  Thank you!

  Business Response

  Date: 03/17/2023

  Hello Ms. *******. At this time, we understand that our warranty team has been in communication with you to resolve pending warranty items of your home. We encourage you to continue to work with the warranty team with any additional questions that may arise and we appreciate your communication and patience as pending items get resolved.

  
  

  Customer Answer

  Date: 03/20/2023

  [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 fair to me.
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:12/30/2022

  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 submitted a warranty claim on 25 April 2022 concerning our roof at **** ****** **** *****. It was discovered during the inspection that the roof over the garage was framed wrong and we were told by **** that a framer and roofer would be out to fix it. No framer or roofer ever showed up. We asked about the status several times and **** repeatedly told us that he was having a hard time getting anyone to come out. Fast forward to Sep 2022 we were told by **** that an outstanding “do it all” company would take care of it and they were true professionals. On Sept 21, 2022 Pistoleros shows up with peel and stick roofing shingles and sheets of plywood to fix the incorrectly framed area and make sure there is no ponding of water. The job was not done right. I asked **** over text (he sent me pictures) if he was sure that it was done right. There were bubbles and wrinkles and **** said it was a solid job and that they didn’t touch our roof. They simply placed the wood and peel and stick shingles over our existing roof and it was good. I was not comfortable but took ****** word. Fast forward to today and because of ponding still happening we have a roof leak in our garage. **** is not helpful and refuses to look at it. Continues to tell us that it is not Hakes responsibility. We spent $453,000 for a home that required quality repairs and those repairs were not done. We are asking Hakes to send out the professionals promised (licensed framers and roofers) to fix it the right way. We also discovered when we got on the roof that the stucco on the roof was never completed. The brown coat is all the way around one edge. **** is trying to claim that we had work done. We have had no work done and it was never finished by Hake’s brothers. We had a wonderful building experience with ***** and ***** was helpful to us until he left and **** took over.

  Business Response

  Date: 02/10/2023

  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 stucco that has been completed. Hakes Brothers covered the expenses of the corrections made and contacted you upon completion. Please feel free to reach out to us directly at ********************** if you need additional help or information.

  
  

  Customer Answer

  Date: 02/13/2023

  [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.
  
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:12/15/2022

  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 purchased a new home with hakes brothers in September 2022. I had a special order for a walk-in tub to be placed in the powder room. The walk-in tub flooded the master bedroom due to incorrect installation. The door is peeling and the hinges are rusted. The jets when turned on drain the tub instead of pushing the water out. The drain doesn't allow the water to drain properly. I asked for the order # and was given and incorrect number when trying to register the tub I was told that is wasn't purchased under the number given. I have asked to have the tub replaced but **** wants to take a short cut and replace parts totally unacceptable after being charged $7000 dollars. I would like to have my tub replaced and not pieced together because I paid for a new tub and that's not what I received.

  Business Response

  Date: 01/04/2023

  Ms. ***** requested that Hakes Brothers go outside their normal build process to install a tub of her choosing. Hakes Brothers ordered the tub that Ms. ***** requested and installed it during the building of her home. After several months of living in the home, Ms. ***** reached out to our team with concerns about the tub. 
  
  Hakes Brothers, per our warranty manual, is not obligated to replace the tub when a customer demands it. Our team has been working with both Ms. ***** and the manufacturer of the tub to shore up any deficiencies in the operation of the tub which requires ordering certain parts. Furthermore, Ms. ***** has complained that there are cosmetic issues with the tub. It is clearly documented in our process that upon closing the home, any cosmetic deficiencies not noted are considered the responsibility of the homeowner, not the builder. We will continue to work with Ms. ***** and the manufacturer to repair the necessary components of her tub and fulfill all obligations set forth in the warranty agreement.

  Customer Answer

  Date: 01/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I’m rejecting the response by hakes brothers regarding the time frame of the tub. I closed on the house in September 12th 2022. I have worked with ****** the ************** and from the beginning. ****** knew about the defects of the tub from the beginning when I moved into the home, he was well aware of my concerns. I’ve asked for the documentation of the purchase of the tub and was given incorrect order numbers. Hakes brothers doesn’t have any documentation for the purchase of the tub that was put in. I was told by **** ******** that hakes brothers would give me a 9 year warranty REALLY! Just take away the used tub that was put in when I was told was purchased from ********* which clearly wasn’t. If this was out of the scope of the competence of the plumbers then they should not have agreed to perform the work if it was going to be subpar work as I paid $7000 for the tub and the install. As far as working with me they want to order parts like the door and hardware which is rusted, which shouldn’t be if this is in fact a new tub. Just be accountable for the botched job the your people did and put in a new TUB like I paid for. The tub was damaged from the beginning and I made it very clear one week after moving in. I’ve received a call regarding other issues that need to be fixed but not the tub!
  
  
  
  
  
  
  
  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:10/07/2022

  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.

  Good morning,
  
  My name is ****** ********, I am a Hakes homeowner at ***** ******** *** in El Paso, TX, 79928. I recently submit a warranty that was being worked on, however upon checking the status of said warranty, my wife was addressed in a very rude manner via text by the warranty officer Alberto. I brought this to the attention of my family & hers, & we all agreed that the nature of his responses are rude and unprofessional. I escalated the issue to his manager, Jeff C***, which was met with no empathy. I have continued to ask Jeff for the contact information of his supervisor but he simply ignores my emails when I ask, yet responds to other emails. My experience as a homeowner has been one that I wish I could redo, and I will caution others of my experience with Hakes. I only sought out an apology from Alberto & Jeff, however, their actions have caused much stress and have left me with no option but to submit this complaint. Ultimately, we are customers & they are in customer service. If we feel disrespect or discomfort, it is not up to us to beg for an apology. I am now timid to submit any warranty claims because I do not want to deal with rude/poor customer service.

  Business Response

  Date: 10/19/2022

  Hello ******, we appreciate you submitting your feedback with us. Our team is investigating this situation and will continue to work with you hand-in-hand to ensure that this matter is resolved. Please continue to submit any outstanding warranty inquiries on our website to ensure that they are received and reviewed in a timely manner.
  

  Customer Answer

  Date: 10/20/2022

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

  There is no clear evidence that the issue will be resolved. As I mentioned in my initial complaint, management did nothing about my issue. I appreciate your response, however, it does nothing for the fact that we as customers feel disrespected and remorseful for choosing hakes.
  
  
  
  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: 10/28/2022

  Hello ******, thank you for leaving us your feedback. We have addressed your concerns to our team which has confirmed that outstanding warranty issues in your home have been completed in a timely manner in which they were received. We apologize that you had a negative experience with us regarding communication, and we will ensure to provide open and professional communication.

  Customer Answer

  Date: 11/04/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:My concerns are not in regards to whether or not the warranty claims were completed or not, we were spoken to in a disrespectful manner and would like an apology from Alberto and Jeff C***. We are hoping that the company will display morality and hold its employees accountable vs ignoring my persistant claim of disrespect from employees in customer service. Thus far I continue to be disappointed in Hakes and will continue to deter others from purchasing a home through hakes to to the lack of professionalism and accountability.
  
  
  
  
  
  
  
  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:08/26/2022

  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.

  Back yard floods toward the house when it rains and we moved into an incomplete house missing cabinets and microwave on 12/17/21 and we are STILL missing cabinets and microwave. We have been nothing but patient but that patience has been taken advantage of. Here we are over 8 months later and nobody will even keep a promise to call us back. Communication is completely inconsistent and issues haven’t been resolved in a timely fashion whatsoever

  Business Response

  Date: 09/07/2022

  Hello ******, thank you for your feedback. We expect our team to provide exceptional service and communication, and we will investigate why your experience has not lived up to this expectation. We want to ensure that all warrantable issues in your home are taken care of in the order they are received and in a timely manner. If you haven't done so already, please submit any warranty items you'd like addressed by our construction team to our online warranty portal at *********************************************** 

• Initial Complaint

  Date:08/24/2022

  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 sold me a home with many defects. It had an open roof when I moved in (which produced a leak in the master bathroom), tile floors are un-level and produce a tripping hazard for occupants, and most recently are refusing to give me my building plans. Many neighbors, who’s homes were also built by Hakes Brothers, are experiencing issues regarding their truss system in their attics. Two houses are confirmed to be missing the cross-lateral bracing required. I would like to be able to have these plans, to ensure proper installation. Other homes in the area (******, specifically) provide these documents upon request. They are refusing to provide these plans that pertain to MY HOME due to it being “proprietary.” I believe my local municipality is also missing these building plans.

  Business Response

  Date: 09/07/2022

  Hello *******, thank you for leaving us your feedback. Our homes undergo several inspections so that we can ensure they are built to the quality standards we have set. Our team has been notified of your concern, but unfortunately, there is no documentation or noted items related to an open roof at the time of move-in. We did receive a Certificate of Occupancy upon the completion of your home which we would not have otherwise if there was a damaged roof. Hakes Brothers building and truss plans are proprietary, and therefore, cannot be duplicated. If you have any additional feedback please contact **********************.