Complaints

This profile includes complaints for American Homes of CNY Brewerton's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Homes of CNY Brewerton

  45 Corporate Park Dr Central Square, NY 13036-9501

• 

  American Homes of CNY Brewerton

  8765 Brewerton Rd Brewerton, NY 13029-8500

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:05/26/2025

  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.

  •1st Payment (Blueprints) $2,000.00 on 03/04/2024, 2nd Payment (Down Payment to Start Building Homes) $199,029.00 on 06/14/2024, 3rd Payment (Escrow) $20,000.00 on 06/14/2025, 4th Payment (Deliver the Homes) $179,030 on 09/08/2024. Total: $400,0059.00
  • Two 26'8"x36' Chalet Houses. Desiree S****** our housing consultant verbally told my mother & I that we would be able to move into our houses by November of 2024.
  •American Homes took an unforeseeable amount of time to complete two relatively small chalet builds for my mother ******** ******* & I ******* ******** They were also extremely difficult to work with as their internal communication is extremely broken which lead to severe delays in the build.
  •We would like monetary compensation for delays. The homes were originally supposed to be set in Aug of 2024 the homes were actually finally set on 09/16/2024-09/17/2024, middle of November is when finishing work began in *******'s house, major delays were caused by incorrect railings were ordered (this issue was only rectified on 05/20/2025, they ordered the wrong pine wood to go in the vaulted ceilings in both houses, & more in the attached email threads. One thing not mentioned in the emails that we learned from Scott Hovick the finisher for American Homes is that we were told the reason for the delay in finishing work was because there was an existing customer/build ahead of us. We found out they were sent two finish two chalets at the Syracuse American Homes show lot. Thus the company blatantly lied to us.
  •They provided small compromises to our original agreement such as providing round mirrors that were supposed to be included in the Jade Package but were not initially installed, carpeting & finishing the whole loft upstairs in *******'s loft space.
  •This issue does involve the company's marketing via their website as they make it seem as the build process will be easy and care free when it is indeed the opposite. *******************************************

  Business Response

  Date: 06/13/2025

  If I'm reading this correctly the *******'s are seeking compensation for their perceived delay in the building process.  We do acknowledge some items were not completed according to the expectation (such as the wrong color of the ceiling finish) we did rectify the situation and completed the project as requested.   We do not promise or communicate any deadline for completion as this is impossible in the building industry.  There is nothing in writing or agreed to completion or a penalty for nonperformance.   There will be no compensation for the perceived delay.   She does continue to have a warranty and we will resolve issues as they may appear. Don S***** Vice-President and General Manager Cell:  ###-###-####

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  We were not promised in writing but in person that this build would be done. As of today 6/18 as I'm writing we are still not moved in. This has been much much longer than we had planned and is just down right disrespectful. We feel we were misled by the salesperson during the initial stages of our project. While we acknowledge that not all promises were made in writing, we were given a verbal timeline that turned out to be drastically inaccurate.Throughout the process, communication was poor, and the delays were extensive and unexplained. After connecting with several other customers, we found that our experience was not unique, many have encountered similar issues with substantial delays and unmet expectations.We believe this reflects a consistent pattern of business practices that are not aligned with the standards expected from a BBB-accredited company. We respectfully request that the BBB reconsider this company's accreditation status.Summary:?BUYER BEWARE. Regards,
  ******* *******

• Initial Complaint

  Date:04/14/2025

  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.

  Purchased a modular home delivered on 7/22/24. Sat in yard for over four weeks. Set date of 8/21/24 that would be pushed back if raining because opening the roof and removing house wrap in the rain would be damaging. The set company came on 8/21/24 and set house in a torrential down pour. Everything inside and in the attic was wet. Crew threw all of the garbage on the ground, leaving our contractor to clean up, charge us for it, before being able to continue work. Stated in the agreement a dumpster required on sight for house for debris. When I notified Lori L******** she stated that they did so because no dumpster. I sent her a picture of dumpster right next to the crew throwing materials on the ground. Crew opened and closed roof so quickly in the pouring rain that they did not finish properly. Allowed rain water to run down the interior walls and leave puddles on the window sills inside. Crew did not return until the first week of September to finish roof but again was a rush job and was left unfinished, with problems still. Pics attached. We did not see an interior finish crew until 10/21/24 after many calls inquiring when they would be here. Were here for 2 days and rushed out once more, saying they would be back next week. They left almost everything unfinished and the work completed was completely unacceptable. Pics attached. I then received an email from Lori stating that they weren't returning. Would send the rest of the parts for us to finish on our own. She would discuss compensation and that it could be taken off of the balance owed to American Homes. I informed her that the house has been paid in FULL since August 19, 2024. $250,000! The last time we heard from them was 2/20/25. Stated they can't set up a finish date because the road too bad to travel on. Offered an incomplete parts list and $2000 which I refused because it is greatly insufficient to complete the work needed. Not resolved as of today. I would like to email to you all emails and pics.

  Business Response

  Date: 05/19/2025

  American Homes will schedule crews to finish work not completed & add insulation to attic as required.Work to be done after school gets out this summer as requested by customer 

• Initial Complaint

  Date:11/29/2023

  Type:Delivery 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 purchased a home from American Homes in June pf 2022. Septic system and leech field blueprints were approved on 12/5/22 by the Health Department and the Conservation department. Blueprints were not followed.
  Tank was put in wrong spot.
  To this day, 11/29/23, we still do not have a leech field. They have taken final draw from lender, ******* ****** Union. Contract we signed, states, final draw will not be given till final inspection and Certificate of Occupancy has been issued. Neither has been done. We have been paying 5 months now on a mortgage on a house, we can not live in. Construction loan after 6 months automatically converted to a mortgage on the premise that work would be completed. We have been paying rent on an apartment, 1200.00, for 6 months.
  American Homes keeps making all sorts of promises about getting us into our home. None have been honored. Please help us. Please don't allow a company to do this.
  They now have all our money. We have paid for all that was supposed to be done.
  They have their money. We don't have a home we can live in.
  Thank you.
  Regards,
  ******* and ***** ******
  Side note.
  My husband is a highly decorated 40 year veteran.
  20 years Special Ops Airforce.
  Retired Lt. Co.
  10 years working for Homeland Security
  10 years working for the State Department overseas.
  What a way to be treated when he finally comes back home to stay.
  Truly a disgrace.

  Business Response

  Date: 12/18/2023

  Regarding Mr. and Mrs. ******'s recent complaint to the Better Business Bureau.  They did put down a deposit for the home on June 0f 2022 however they were unable to secure financing until approximately February of 2023.   As a result we were not able to set their home on the foundation until 03/16/2023.  The septic system was engieered via the Cayuga County Health department and was not in our original scope of work however the client was unable to find a contractor to install.  We agreed on a price and proceeded.  Based on the grading the Health Department needed a redesign of the septic done which stalled the installation process for many months.  We have installed the septic system and obsorbed all of the cost over runs to do so amounting to over $10,000.00.  We always try to give our clients acceptable expections regarding the building process however we do not promise a timeline or a move in date.  Regarding payment we have received final payment for the home however we have not received final payment for the entirety of the project to date.  We have remained in contact with the client through out the process and often we correspond several times a week.  We have continued to perform follow up service based on the clients request at which time a new list of items services almost immediately.  We will continue to address any service issues within reason per our service schedule.  Our goal is and has always been to make our customers happy with their new home.  I appreciate Mr. K*****'s service for our country and he has truly been a joy to work even while navigating through unforseen delays regarding the septic system.  I appreciate the opportunity to respond to this unfortunate complaint.  Sincerely,  Frank M********