Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/08/2022

  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 recently closed on my new home constructed by Rockford. When we signed the contract last year Rockford included a standard features list in my contract signing packet which states that my new home will have interior walls with 16 on center stud spacing but I found out that Rockford built my home with 19.2 on center stud spacing and when I brought it to their notice they pointed me to the disclaimer on the standard features list sheet which states that Rockford reserves the right to change/replace any item on it at any time without any notice.
  But the contract I signed with them also states that "Rockford reserves the right to make minor revisions/or substitutions provided they are of equal and greater quality and value to the item being replaced". I don't think 19.2 OC stud spacing is of equal or greater quality and value to the 16 OC stud spacing, when I pointed this out to them I didn't get any response back.
  I'm glad in a way that they decided to just change the stud spacing but not change my central air to window A/c units as central air is also part of the standard features list and they could have changed it if they wanted to.

  

  Business Response

  Date: 09/09/2022

  All the exterior walls are framed 16" OC on this particular home. The interior walls may vary from 16" to 24" to accommodate mechanicals. These variations in interior wall framing dimensions were conveyed to the homebuyer onsite by the Construction Supervisor. Sorry, but we will not be financially compensating the homebuyer. 

  Customer Answer

  Date: 09/10/2022

  I am rejecting Rockford's response. 

  I don't understand why Rockford keeps bringing up stud spacing of exterior walls when my complaint is solely about interior walls which are not framed with 16 OC spacing as stated on the standard features sheet attached to my complaint. Here is the response I got from Rockford sales rep when I brought up this issue with her "I brought this up to management and spoke to David. He stated that your exterior walls were framed at 16” on center and that it was only certain non-load bearing interior walls that were framed at 19.2” on center. There is a disclaimer on the bottom of the standard features list that you initialed that states that we reserve the right to make modifications or revisions to specifications, dimensions, product features, design…etc.". As you can see she clearly states that interior walls in our house are framed at 19.2" OC and this was done because they can pretty much make any changes they want(attaching copy of the email). Also attaching a picture of the interior wall that I took during the building process which has studs spaced out at 19.2" OC and it was not done to accommodate any mechanicals. So the claim that "The interior walls may vary from 16" to 24" to accommodate mechanicals" is incorrect. 

  I understand construction of a house is a complex process and some mistakes are bound to happen. Some builders accept the mistakes done and try to do right by the customer and some try to fall back on the fine print in the spec sheet or contract.

  P.S. I didn't even ask for a financial compensation. I asked to throw in garage door openers or drywall my garage exterior walls in compensation for it.

   

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

• Initial Complaint

  Date:09/07/2022

  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.

  We closed on our home with Rockford on 4/18/22. Per our agreement, Rockford provides a 90-day and a 1 year warranty visit. We supplied Rockford with our list 86 days after closing on 7/13/22. They scheduled a customer service technician to come out on 8/3/22. We walked the entire property inside and out. He generated a thorough list of items that need addressed and scheduled the work to be completed on 9/7/22 at 9am. He also stated he would share the list with us and let us know if there were any items they would not take care of but we did not receive either of those.
  
  
  We were responsible for moving furniture and marking problem areas with blue tape prior to their arrival on 9/7. We spent a few hours doing that the evening of 9/6. On 9/7, we paid for our daughter to go to daycare to give the workers unobstructed access to our home with no distractions as they requested. My wife and I both took the day off work to assist with any questions during the appointment.
  
  
  Rockford and their subcontractors failed to show up on 9/7. We received no notification that our appointment was canceled or that no one would be showing up. We spent 45 minutes attempting to reach out to figure out where they were when we were finally notified that there was an error on their side when scheduling the subcontractors.
  
  
  We are looking for an immediate resolution to have these subcontractors address the issues in our home per our agreement ASAP. Most of these items have been outstanding for almost 2 months while a few are still lingering from our closing punch list in April.
  
  
  if they are unable to complete this work by the end of the week, we will be seeking compensation for the time we spent moving furniture, marking problem areas, paying for childcare, and taking off work for an appointment Rockford scheduled but failed to show up for.

  

  Business Response

  Date: 09/08/2022

  Unfortunately our service technician had a ******* ********* yesterday and did not inform anyone in the office. It is my understanding that our ******** ** *******. Elliot ****, contacted you immediately after you called into the office. We apologize for the inconvenience and Elliot will be reaching back out to you today after he retrieves the paperwork from the service tech. We will reschedule the service appointment as soon as possible, at your convenience. 

  Customer Answer

  Date: 09/08/2022

  I am rejecting this response because: This is not what Eliot told me yesterday.  He stated the technician ** ****** ***** *** ******** ******* ** * ******* *********.  Even if that is the case, there should have been numerous subcontractors arriving at my house yesterday regardless of what is happening with Rockford's technicians.  Rockford failed to schedule their subcontractors for the agreed upon date.  It is that simple.  As I stated in the original complaint, we are seeking a refund for the wasted time, work, and expenses we made to accommodate Rockford's visit.  

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

  

  Business Response

  Date: 09/09/2022

  There is absolutely no misleading what so ever. We simply had an ******** **** ******* *********** ******* ****** **** ******** *** ***********. Sorry that one of our ********* *** ********* ***** ** ******** and perform your service work, we were unaware of the severity of the situation. Our Director of Service has picked up the ball and will schedule your service work to be completed as soon as possible. 

  Customer Answer

  Date: 09/09/2022

  I am rejecting this response because: they have provided no resolution. They clearly stated this was a ******* ********* and that’s why no one showed up, but it’s their failure to schedule and communicate. Once again they take no responsibility. This is Rockford’s problem and we are the ones that have to suffer because of it. Per our original complaint, we gave them until today to resolve these issues and that has not happened. There has been no resolution and no follow up services scheduled. There is also no resolution to the rectify our wasted time and money. Once again, this complaint will not be closed until they actually address these issues in our complaint caused by their mistakes. 
  
  
  
  Regards,
  
  
  ******* *****

• Initial Complaint

  Date:08/29/2022

  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 have a 3 yr old Rockford home. Recently the roof started leaking and water was coming down through the the ceiling fan in my sons room. I had a roofer come out. He provided me with pictures of shingles installed missing chunks out of them, and explained there was too many minor mistakes and poor craftsmanship for a new build. I reached out to Rockford to request reimbursement of $210 to fix the issue and requested they cover the cost for a 3rd party inspection of roof and sheathing. They declined and claimed wind damage. These shingles were installed with missing sections and need to be held accountable for the poor craftsmanship.

  

  Business Response

  Date: 08/30/2022

  We have review the photographs and discussed the situation with our professional installation company and they have reviewed discussed the photographs with Certainteed the shingle manufacturer. It appears to be a classic case of wind damage. The photographs show that the shingles were overlapped correctly and sealed tight, they have not leaked in three years. If there was a defective installation as  suggested, the shingles would have leaked in the first year of warranty. 

  Customer Answer

  Date: 08/30/2022

  I am rejecting this response because: Can you please explain to me how this could be wind damage if the roof was intact with no loose or missing shingles, yet these two shingles were missing sections of them? The roofer with 30 yes experience confirmed this  is in fact not wind damage, but poor craftsmanship during the installation.  The shingles in the pictures were installed missing those chunks and the roof very well May have leaked prior, just not enough to be noticed. 
  
  
  
  Regards,
  
  
  ***** *****

  

  Business Response

  Date: 09/07/2022

  We did do a repair for wind damaged shingles on the south west corner of the roof, near the gutter in July of 2019. This was a courtesy repair, as wind damaged shingles are not covered during the one year warranty. Sorry, we will take no further action with regard to your current wind damaged shingles. 

  Customer Answer

  Date: 09/07/2022

  I am rejecting this response because: You previously said within the 1 year warranty you cover everything top to bottom, are you now retracting that statement?  If that is the case I would have preferred to pay for it myself if it was "not covered" during that time period, rather than have a contractor of Rockford Homes do poor craftsmanship and simply slap a band aid over it only to cause issues down the road.  Furthermore, CertainTeed Asphalt shingles have a 15 yr wind warranty to withstand 110MPH if properly installed.  Since living here, there has never been anywhere near 110MPH wind gusts.  This would confirm either poor craftsmanship with the initial stall or a defective product.
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/26/2022

  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.

  Lethargy and carelessness
  Once you enter into contract, they don't want to see you, hear you, and forget about them talking to you or answering you.
  They are not best in term of architecture capabilities and meeting timelines
  they have no clue how to interact with customer, Only sales agent will talk to you with shallow information and mostly it will not help/resolve any of the issues you brought in ; attaching sample of their work for your reference.
  
  This builder didn't finish the job in time
  1) Even pointed out problems were not address for a month and now all of sudden , they are threatening to change the closing date
  2) never received answer from the builder, only sales person talks to you with shallow information.
  i have huge list that they should address and they are doing nothing about it.
  
  
  
  1) The height of French door is 6” low and not matching to overall window heights. With bigger French door that we talked it suppose to match with the window height (Biggest concern).
  2) Bedroom 3( one with scones in it ), north facing window height is not matching to height of the windows on the westside in the same room (Bigger Concern) ? current Discussion is on this topic in email trail below
  3) Washroom counter tops depth seems less everywhere , for example in master bed room it isn’t even at par with side walls( Big concern)
  4) Both The staircases are very narrow, to 1st floor and to basement, They are only 33” wide, what I think standard is 40”!!
  5) Basement top is not insulated yet…
  6) Porch was NOT finished painted.

  

  Business Response

  Date: 07/28/2022

  We are apologize for the delays in construction and any misinterpretation you may have had during the home building process. We have reviewed your complaint and compared your concerns to the contract and blue prints and have not found any contractual discrepancies. We reviewed the blue prints with you at the pre permit review and the pre construction meeting to make sure that all your exacting specifications in the contract were included on the blue prints. 

  In order to address your concerns, we have offered to postpone the closing so we would have the opportunity to address any and all misinterpretations that buyer may have. The buyer has not accepted our resolution and has asked for an additional $10,000 discount. Our policy is to resolve misunderstandings and any correct any deficiency's perceived by the buyer, not discount the contract contract amount. We understand that the custom home building process can be difficult and there are misinterpretations throughout the process that need to be addressed, and we have addressed every and all concerns during the process. 

  

  Business Response

  Date: 08/03/2022

  We have responded to every phone call, email and text message. Unfortunately, there has been some misinterpretations and communication struggles with this buyer. We have built the home per the buyers exacting specifications, per the contract and per the blue prints. Sorry we did not meet and exceed their expectations. 

  Customer Answer

  Date: 08/03/2022

  Please find email here by that clearly shows negligence and ignorance on Rockfords' part
  
  
  
  Regards,
  
  
  
  ******* *******

  

  Business Response

  Date: 08/04/2022

  Sorry, but we will not be responding to his derogatory comment. 

• Initial Complaint

  Date:07/22/2022

  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.

  We purchased our home January 21, 2022 and a portion of our funds were put into escrow for the yard. To date we have no yard, the entire landscape is overgrown with weeds inviting critters and ticks. Our yard is also full of rocks preventing us from maintaining the weeds with a mower. We have been told on several occasions that we would have someone remove the rocks, bring the yard to grade, have it inspected by the city of Hilliard and lastly have our yard installed with sod. None of this has been done and now homes that were purchased after ours are now getting all of the aforementioned done.

  

  Business Response

  Date: 07/25/2022

  Unfortunately, we have had a very difficult season installing landscape and sod due to the labor shortages and rainy weather. We want the sod installed as soon as possible so we have a satisfied customer and our escrow funds of one and half times the cost of the sod is released to us; we are on the same team. 

  The lot was re-dozer graded today, the sod grade is schedule for tomorrow morning and the sod will be installed this week. Provided, we do not have a heavy downpouring of rain during the next couple days.