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:07/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 built a home with this builder in 2021-2022. In March, 2023, per their written home warranty instructions, I notified them of several defects. They sent out a handyman who corrected some minor issues. The remainder of the issues have not been corrected. Repeated communications tell me they "will get right on it," or "so -and-so is on vacation this week." For the last few weeks they have gone completely silent and do not respond at all.

  Business Response

  Date: 07/07/2023

  Hey ****** ,

  First off, Oakmont Custom Homes didnt build your house so not sure why you would have any complaint with them as they are an entirely different company. 

  Secondly, I am surprised that you felt necessary to go as far as filing a complaint with the BBB for such insignificant and limited warranty items.  I responded to your short list of warranty items on June 13th, I then went out of town the following week, then this week we had a holiday creating a short week. I don't believe you gave me adequate time to respond to your list or schedule for the following list: 

  "Half a dozen nail pops" 

  "A squeak in the floor" 

  "Broken Tile in lower level bathroom" 

  Then added on later "missing springs in garage door"

  We had responded and handled previous items then were going to schedule to take care of nail pops right when we had someone free up after closing the house across the street from you. 

  Very disappointed that this was your next step of action. 

  I will email you personally to resolve this matter. 

  Business Response

  Date: 07/18/2023

  This cracked tile was reported to Builder after the 1 year warranty period. We are willing to review if and possibly offer a repair to the cracked tile. Mr. ****** was aware of this offer last week. We will not however replace the entire shower tile floor. 

   

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The builder sent out the subcontractor to examine the cracked tile floor. According to the subcontractor, the floor tile comes in a group of tiles attached to a backing "net" approximately 12" x 12". They said to me on premises that they would have to replace the whole "block."

  I have never requested replacement of the entire floor.

  Claiming that we reported this beyond the one year warranty is incorrect. The builder hasn't followed their written warranty procedures by providing a closure statement citing the warranty date. Moreover, the final payment for the contract was made August 19, 2022. The final signoff by the builder was August 23, 2022. 

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