Complaints

This profile includes complaints for Traditions of America, LP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Traditions of America, LP has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Traditions of America, LP

  1235 Westlakes Dr Ste 300 Suite 300 Berwyn, PA 19312-2413

  
• 

  Traditions of America, LP

  2612 Union Ct Bethlehem, PA 18017-7714

  
• 

  Traditions of America, LP

  201 King Of Prussia Rd, Suite 370 Radnor, PA 19087-5147

  
• 

  Traditions of America, LP

  1076 Constitution Dr Lititz, PA 17543-7320

  
• 

  Traditions of America, LP

  15 Presidents Dr Mechanicsburg, PA 17050-7958

  

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:11/14/2024

  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.

  A defect has appeared on our laminate floor. This is a new custom home we moved into 1/27/22. Traditions of America is the builder and Touch of Color installed the floor. Good quality laminate flooring has a 10 year warranty which *** *****, Field Supervisor *************) for Touch of Color, told us we have to deal with the builder to have this covered. Ive not been able to reach anyone from Traditions concerning this matter.

  Business Response

  Date: 12/03/2024

  As we had not received any correspondence from the homeowner on this concern, we have reached out to the homeowner and provided additional contact information for any future concerns. The flooring chosen by the homeowner does come with a lifetime warranty against manufacturing defects provided by the manufacturer. The home is no longer within the contracted builder warranty period, but the flooring is still warranted by the manufacturer. The flooring supplier has been contacted by us and has scheduled a meeting with the homeowner to assist with filing the manufacturers warranty claim.
  

• Initial Complaint

  Date:05/23/2024

  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 closed on the purchase of the Traditions of America (**********) home on September 29, 2023. On September 15, 2023, the builder representative signed the Customer Orientation Checklist - Orientation and Inspection Agreement that specifically stated that Traditions of America would repair the homes irrigation (sprinkler) system. This occurred approximately two weeks prior to closing. On September 29, 2023, the builder representative signed the Closing Inspection Agreement that specifically stated that Traditions of America would repair the homes irrigation system. This occurred on the day of closing. In the fourth quarter of 2023, Traditions of America installed a new water line from inside the house and through the exterior wall to establish a specific water feed to the irrigation system noted in the above documents. In 2024, Traditions of America installed a new builder oversight manager for the ********** property. On April 9, 2024, the builder representative sent an email stating that Traditions of America will not take any further action or conduct any further work on the irrigation system, stating that the irrigation system was not included in the original Purchase of Sale. It is unfair, deceptive, and irresponsible for Traditions of America to chose to ignore legal documents, signed and dated by its representatives, and to aggressively abuse the senior citizen population that purchased a home in this 55+ community. Traditions of America will not return any of my phone calls. Traditions of America has not responded to any of my emails. The company has simply decided to cut off all communication. To be clear, there are two documents, legally executed by Traditions of America, that committed to fix the irrigation system. Further, Traditions of America installed a new water line for the sole purpose of fulfilling that obligation. Then, on April 9, 2024, Traditions of America decided to ignore its obligation and stopped all work.

  Customer Answer

  Date: 06/25/2024

  Good afternoon. Per your email inquiry that I received on June 25, 2024, please note that I have not heard from Traditions of America. To be clear, I have not received any phone calls, phone messages, emails, or texts from Traditions of America. No one from Traditions of America has reached out to me in response to this complaint. 
  

  Thank you. 
  

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

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

  Business Response

  Date: 07/15/2024

  Thank you for the opportunity for **************, L.P.(Respondent) to respond to the Complaint of *********************** (Complainant). 

  
  Complainant entered into a certain Agreement of Sale and addendum thereto (collectively, the Agreement of Sale) in which Respondent agreed to sell a certain unit in the community known as Traditions of America at ********** in exchange for the purchase price of the Unit. 

  
  Nowhere in the Agreement of Sale or Addendums did Respondent agree to provide any irrigation system.  On September 15, 2023, Complainant attended a pre-orientation walk through at the home.  At this walk through, Respondent and Complainant reviewed items the Complainant wanted to have addressed.  Contrary to the allegation in the Complaint, Respondent never agreed to repair a sprinkler system.  Rather, Respondent included the single word irrigation as a note indicating that Respondent would review the Agreement and addendum to determine if an irrigation system was included in the sale because the Customer had insisted there was.  There was no promise to install, repair, provide or do anything else with regard to an irrigation system.

  
  Complainant is aware that the binding Agreement of Sale does not include the irrigation system and torques a notation seeking to confirm the same into something that it is not.  Complainant is not entitled to such a windfall.

  Customer Answer

  Date: 07/18/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21751039
  
  I am rejecting this response because the comments by Traditions of America are (a) not accurate and (b) fail to address the facts identified in my complaint.  All of the facts listed in my complaint are fully supported by written documentation.

  As I mentioned in my complaint, the Builder Representative, my wife and I  completed the "Closing Inspection Report" on September 29, 2023, immediately before closing on the purchase of the subject model home.  The Closing Inspection Report contains a section titled: Weather Related Incomplete Items Agreement ("WRIIA").

  The WRIIA contains the following language: "The undersigned customer acknowledges that they have completed an inspection an orientation and inspection (sic) of their new home.  It is acknowledged that certain items listed below are incomplete due to weather conditions.  These items shall be addressed within a reasonable time period once weather permits." The Irrigation System is specifically listed in the "Items to be Completed."  This form is signed by the Builder Representative and dated 9/29/2023.  

  Moreover, after I closed on this property I received multiple text messages and emails from the Builder Representative that state the intent to repair the irrigation system.  

  Lastly, as I mentioned in my complaint, after we closed on the property the Builder Representative installed a new water line to the exterior of the house near the irrigation box with the intent of repairing the irrigation system.  

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

  
  

• Initial Complaint

  Date:01/11/2024

  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 in 11/22, with many selections of items to be included done in 1/23, with their rep ************************** Amongst the items were to be and are included in my contract a Fireplace automatic variable speed fan kit, and a fireplace remote with thermostat control and time mode. During my initial walk thru on 7/12/23, the fireplace was only turned on and off. None of the features were demonstrated. In my opinion, the person conducting the walk thru was not knowledgeable about fireplaces. THIS ISSUE WOULD HAVE BEEN CORRECTED AS PART OF MY WALK THRU. After several emails, I learned that the remote DID NOT CONTROL the fan speed, as was part of the fan kit description. One would have to take off the face of the fireplace every time that I would want to adjust the fan control. What is the purpose of a remote if a person has to get on his/her hands and knees to adjust the fan speed EACH TIME. I was ultimately told to contact the vendor. This resulted in having to outlay an additional $492.00 of cash for a service call to program the new remote with variable fan speeds and the cost of the new remote. The old remote could not be given back in exchange. I am not seeking the total of $492. to be reimbursed to me, just an equitable portion of $246 which would be 50% of the 492. I am told that ***************************, the project manager, denied any reimbursement whatsoever. While I opted for the basic fireplace, I chose to include the variable speed fan, and, of course, chose the remote. IN NONE OF MY CONVERSATIONS WAS I TOLD THAT THIS WAS THE ONLY REMOTE THAT THEY CARRIED AND THAT IT WOULD NOT CHANGE THE *** SPEEDS. I feel that they have been less than forthcoming and professional with all of their presentations, and, should, AT LEAST, bear a part of the additional costs, THAT I HAVE PAID OUT OF POCKET.

  Business Response

  Date: 01/26/2024

  Thank you for the opportunity to respond to the Complaint filed by ***************************** (Complainant). 

   

  Complainant purchased his home pursuant to an Agreement of Sale with Respondent TOA West Brandywine, LLC (TOAWB) on November 21, 2022.  Thereafter, Complainant entered into an Addendum/Endorsement to Agreement of Sale (the Addendum) dated December 9, 2022, in which Complainant selected, and TOAWB agreed to provide certain structural and design items, including a single sided gas fireplace ND4236I, interior location, fireplace with **** venting, mantle, and black slate surround and hearth flush with the floor, a separate Fireplace automatic variable speed fan kit, and a separate Fireplace remote with thermostat control and  timer mode.  A copy of the relevant portion of the Addendum is attached.

    

  Complainant alleges that he was not told that the remote would not change the fan speeds.  However, the written addendum signed by Complainant expressly specifies that the remote is for the Fireplace with thermostat control and the timer mode.  It was never represented to Complainant that the remote could control the separate automatic variable speed fan kit, nor was a remote for the fan speed kit requested.   In short, Complainant received exactly what he purchased. 

   

  TOAWB has acted in accordance with its Agreement of Sale.  Complainants demand to have TOAWB pay for an upgraded remote that controls more than just the fireplace thermostat and timer mode is not agreeable.  

   

   

  *************************, General Counsel

  Customer Answer

  Date: 01/26/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20894329
  
  I am rejecting this response because:
  When meeting with the various personnel, I informed them that I was new to this process.  I was assured that I would be assisted along the way.  With the number of items that were UPGRADES,, was I. as an uninformed consumer, to know that the remote would not serve the functions? Since I purchased a fan kit, of course I would want the remote to control the fan speeds.  What would be the purpose of purchasing a fan kit.  Notice the word KIT.  Other individuals agree  with me. One of their own employees did STATE to me that the remote provided was the only one that they carried.  Firstly, this was not TOLD to me by the design center rep.  Secondly, he STATED and not OPINED. 

  General counsel states that TOA does not agree.  This is a matter of individual interpretation.  TOA is in the building of over 55 homes.  They have constructed and sold many.  ALLEGEDLY, they should be all knowledgeable regarding the business that they are engaged. It should be their duty to inform the potential customer of products that they are offering.  

  I am only seeking partial compensation, not the total amount expended.  TOA also has been using ******** to advertise their new housing developments.  Potential new buyers should be made aware to be vigilant and  know EXACTLY what they are purchasing from TOA

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

  
  

  Customer Answer

  Date: 01/26/2024

  I am not in agreement with their general counsel. I initially advised various personnel that I was a novice to this procedure and was assured not to worry.  Why would a fan kit be purchased and not have a remote control not control this function.  TOA is allegedly engaged in building in over 55 year old people's homes.  If you look at the number of upgrades that I purchased, I would need to be wary of every single word in the contract.  One of TOA's own employees STATED that they only carried this one remote.  He did not OPINE.  This was not told to me by the design center rep.  Other individuals within the community also agree with me.  I am not seeking total compensation, only partial.

  I have noticed TOA advertising other developments in the ******** site.  It may be a good idea to alert these potential new home buyers to be vigilant of every item that they are purchasing, and be cognizant of each and every word.  

   

• Initial Complaint

  Date:07/30/2023

  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.

  Conversation opened. 3 messages. All messages read.Skip to content Using ***** with screen readers 1 of 788 Dry wall and painting Inbox ****** AttachmentsFri, Jul 28, 6:30?AM (2 days ago)After having spent a considerable amount of money to bring our own painters in after the third round of drywall repairs, we were extremely disheartened to real ****** <******************>Fri, Jul 28, 3:53?PM (2 days ago)to ******, info, **********, ***** Your timely response to my request is exactly what I expected, my next communications will be with the *** and the Better Business Bureau. Your lack of response is just one more indication of your lack of integrity. Totally disgusted!Sent from my ****** Begin forwarded message:> From: *****2 <******************>> Date: July 28, 2023 at 6:30:35 AM EDT > To: ********************* <********************************************************>, ************************** ************************* <*********************************************************>, ******************* <*******************************************************>> Subject: Dry wall and painting >> ?After having spent a considerable amount of money to bring our own painters in after the third round of drywall repairs, we were extremely disheartened to realize that quite a bit of additional work needed to be done. TOA and ********* were both on board with the fourth set of repairs. Pritchards tech arrived and actually identified and repaired more than what we originally thought needed to be done.> For you to now tell us that we will not have painting done as we requested by either our painters or *******/********* is TOTALLY UNACCEPTABLE!> With the walls as they are now, we must insist that you provide us with a reasonable plan to fix this as soon as possible.> I would like at the very least someone with a sense of ethics and responsibility to contact me directly today at *************.> To say that we are disappointed is a drastic understatement!>> IMG_1449.jpg IMG_1448.jpg ************ ************ ************ ************ ************ ************ ************ ************ >>> Sent from my ****** >>>Recipients ---------- Forwarded message ---------From: ****** <******************>Date: Fri, Jul 28, 2023 at 3:53?PM Subject: Fwd: Dry wall and painting To: <*************************>, ************** <********************************************************>, ******************* <*******************************************************>, ************************* <*********************************************************>, ************************* <****************************>Your timely response to my request is exactly what I expected, my next communications will be with the *** and the Better Business Bureau. Your lack of response is just one more indication of your lack of integrity. Totally disgusted!Sent from my ****** Begin forwarded message:> From: ****** <******************>> Date: July 28, 2023 at 6:30:35 AM EDT > To: ********************* <********************************************************>, ************************** ************************* <*********************************************************>, ******************* <*******************************************************>> Subject: Dry wall and painting >> ?After having spent a considerable amount of money to bring our own painters in after the third round of drywall repairs, we were extremely disheartened to realize that quite a bit of additional work needed to be done. TOA and ********* were both on board with the fourth set of repairs. ********** tech arrived and actually identified and repaired more than what we originally thought needed to be done.> For you to now tell us that we will not have painting done as we requested by either our painters or *******/********* is TOTALLY UNACCEPTABLE!> With the walls as they are now, we must insist that you provide us with a reasonable plan to fix this as soon as possible.> I would like at the very least someone with a sense of ethics and responsibility to contact me directly today at *************.> To say that we are disappointed is a drastic understatement!>> ************ *** ************ *** ************ *** ************ *** ************ *** ************ *** ************ *** ************ *** ************ *** ************ >> Sent from my ****** >>

  Customer Answer

  Date: 08/21/2023

  After having spent a considerable amount of money to bring our own painters in after the third round of drywall repairs, we were extremely disheartened to realize that quite a bit of additional work needed to be done. TOA and ********* were both on board with the fourth set of repairs. ********** tech arrived and actually identified and repaired more than what we originally thought needed to be done.
  For you to now tell us that we will not have painting done as we requested by either our painters or *******/********* is TOTALLY UNACCEPTABLE!
  With the walls as they are now, we must insist that you provide us with a reasonable plan to fix this as soon as possible.
  I would like at the very least someone with a sense of ethics and responsibility to contact me directly today at *************.
  To say that we are disappointed is a drastic understatement!

  From the attached photographs, you can see how much was done as faras drywall repairs. This is the fourth time that these repairs were needed. At this point, the remedial painting as a result of these repairs should be the responsibility of Traditions of America. They are not taking full responsibility and providing us with the painters that we desire.

  
  

  Business Response

  Date: 08/30/2023

  Dear **************,
  
  Thank you for the opportunity to respond to the Complaint of ******************* (“Complainant”).  
  
  Complainant purchased his home pursuant to an Agreement of Sale dated March 18, 2021.  The home was delivered in conformity therewith on December 9, 2021 and with a one-year workmanship warranty on drywall repairs.  ************** signed off on both the drywall and paint at an 11 month inspection at 11 months post-closing.
  
  After the one-year warranty period for drywall repair expired, and after signing off on the drywall and paint, Complainant reached out to Respondent’s Community Manager regarding his concerns about the condition of the drywall.  On June 27, 2023, the Community Manager held a meeting with the subcontracted drywall company and Complainant to determine whether Complainants concerns could be addressed, despite there being no remaining warranty obligation.  The drywall company (and Respondent) agreed to perform certain, designated repairs where there were nail or seam pops, which can occur in new construction due to settlement of soil or after the conditioned home goes through temperature.
  
  After that meeting, Respondent placed additional marks of drywall areas all over the home which did not require repair.  When the Subcontractors worker arrived to perform the repairs that were marked and agreed to by Respondent, Complainant and the Subcontractor at the June 27, 2023 meeting, Respondent directed the Subcontractors worker to repair the additional areas beyond the agreed upon scope.  Respondent led the Subcontractors worker to believe that all marked areas were agreed to by Subcontractor and Respondent. 
  
  After causing many areas of drywall to be worked on unnecessarily, Complainant then insisted that Respondent incur the cost of re-painting the entirety of the home.
  
  Complainant was informed that painting over the excessive repairs would not be covered by Respondent, but that the limited areas that were agreed upon would be painted by Respondents painter.  Yet, Complainant continued to demand that the painting be completed, and also demanded that it be done by a painter of Complainants choice.  The Community Manager denied the repeated requests through calls, emails and text messages which can be provided upon request.
  
  The photographs submitted by Complainant represent areas of repair where no repair was needed and are the direct result of Complainant causing the drywall to marred by unnecessary repair.  These photographs appear to be submitted in an improper attempt to mislead the Bureau as to the scope of repair required. 
  
  Respondent has acted in compliance with its Agreement of Sale, Warranty, and the standard set by the **** and stands by it programs and actions.  Complainants demand to have the entire home custom painted again due to its unilateral actions that damaged good workmanship is not agreeable.  However, Respondent remains willing to perform the limited paint touch ups originally agreed upon, despite having no warranty obligation to do so, provided that Complainant allow Respondents vendor to enter and perform without interference as directed by Respondent.  

  Customer Answer

  Date: 09/06/2023

   Complaint: ********
  
  I am rejecting this response because:As a follow up to our previous emails; the painting was finally completed (very well) by ******'s on 8/30/23.
  TOA's position remains that we should be responsible for supplying the paint for this is totally unacceptable to us. The EXTENSIVE amount of drywall repair work that was needed in our home was not our responsibility or due to anything that we did. It does not matter when this occurred or if we previously "signed off" on work that had been done. When the drywall issues presented themselves, we informed you and *********** at once. We gave **** a copy of the receipt from *************** in Emmaus, PA for a total of $237.34.
  The fact that TOA is fighting with us for the reimbursement of this amount of money is an absolute disgrace on your part, and your lack of professionalism is unacceptable.
  
  Regards,
  
  *******************
  

  Customer Answer

  Date: 09/06/2023

  The response from TOA is blatantly false. We were not the ones who designated all of the drywall repairs, that was actually done by a person with the drywall contractor, **********, NOT US.

  Regardless of what we signed off on after 11 months, the additional repairs needed occurred after that point. In fact we still have drywall that is in need of repair, but after 4 repairs we don't know what else to do.

  TOA's response to our complaint is not false, but irresponsible!
  

• Initial Complaint

  Date:03/24/2023

  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.

  In January 2020, we purchased a home in the ******* ***** Subdivsion. It was one of the first Traditions of America (TOA) over 55 communities in Western Pa. The reason I am coming to you is that our unit has a crack in the foundation where daylight is visible from the outside of the foundation that needs to be repaired. TOA offers a 10 year warranty on these type of defects. We are the second owner of the home. The issue was discovered when we had the basement finished and the insluation was removed, Upon the discovery of the crack in March 2021, I contacted a ***** at the coporate office of TOA, she provided me a contact person for the repair, **. ******************** ************** and I corresponded from June 2021 to August 2021. He provided numermous guarentees that the crack would be addressed and repaired. He stated the contractor was having issues finding laborers to do the work. The following month the correspondence ended and I was not able to contact **************. I left several voice and text messages to no avail. At that point I contacted or HOA concerning the issue and they verified that the house closed in October 2013 and was well within the 10 year warranty time limts. They reccomnded I file a claim according to the procedures in the warranty booklet. In June 2022, I completed the paperwork and sent it to the warranty office. It was returned later unopened. I had also sent an email in Aprill 2022 and was contacted by a *************************** She stated to me that her supervisor was with her, *****************************, and that they would address the issue. I correspoded at least 15 times by email between 4/14/22 and 12/15/22 concerning the issue. She stated that she had contacted the foundation installer and is waiting for a reponse. My last two emails on 2/24 and 3/10 have gone unanswered. I simply want the crack repaired and a review of the foundation to make sure it is not moving or in any way unsafe. Any documention is available.

  Business Response

  Date: 04/10/2023

  *************, thank you for contacting us. The vendor contacted you by phone on Friday, April 7th to schedule the inspection. The vendor was unable to reach you and left a voicemail. The representative will attempt to reach you again today, Monday, April 10th. Additionally, our Construction Administrator will be contacting you today. She will provide the correct shipping address for the warranty claim you mention was returned. We stand by our product and warranty program. We will ensure that an inspection is scheduled promptly. 
  

  Customer Answer

  Date: 04/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have not been contacted by an inspector or a vendor.  My mobile phone history shows no voicemails or contacts  I did email ***** from Traditions of America today to verify they have the correct mobile number.  It is ************.  I did have a short convresation with ***** on 4/7 concerning the returned paperwork for my claim.  

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

  Business Response

  Date: 05/16/2023

  Dear *************,
  
  Our team tried to contact you at ************ several times and confirmed this via e-mail on 4/21/2023. You acknowledged you were on vacation and would contact us when you return. At this time, we also provided you with the vendors phone number. On 5/11/2023 the vendor came to your home to do a crack injection repair,but you declined because it would require cutting a hole in the basement drywall. At your request, we caulked the crack from the outside with polyurethane caulking. At this time, we consider this warranty resolved.      

• Initial Complaint

  Date:12/12/2022

  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 my home on October 10th of this year. This is a new build with agreed upon building requirements. I requested and paid $1,006 for a 60" opening with double barn doors. What I received is a 56.5" opening with standard interior solid core doors measuring 30"x80". There is a 1.5" gap at the bottom of the two doors causing them to come off the track with a little pressure and swing which I consider to be a hazardous condition. There is also a 1.5" gap at the top of the doors. When the doors are closed, you can see in to the room eliminating privacy concerns. I have been trying to resolve this since mid October to no avail. They have told me that I have barn doors that fit properly. Most barn doors are at 32"x84" as I had in my previous home, not the 30"x80" doors they hung. I even offered to pay the difference between the doors I have and the true barn doors I need even though I paid for these initially. I don't know what more I can do but I need assistance as I am a 70 year old widow on a fixed income and can't afford to have these re-done.

  Business Response

  Date: 12/23/2022

  We thank ******************* for sharing her experience with Traditions of America. We are sorry to hear of her disappointment with the barn doors. The barn doors are six panel textured doors, per the interior millwork option selected by the customer in her design appointment. This is the same style as the doors throughout the home. The track installed at the bottom allows the doors to slide evenly along the wall. The 8’ solid core door slabs are both 2’6” wide. This corresponds with the 5’ opening where the doors hang to allow adequate coverage. The Community Manager and Warranty Technician visited the home to inspect the doors and evaluate their functionality. We understand the customer is concerned with the type of door installed, but it correctly reflects her selection from design. Additionally, the contractor who installed the doors in question visited the home to inspect the installation and verify the style. All parties confirmed the doors function properly and are the correct style per the contract. As our A+ BBB rating hopefully reflects, we take feedback from our home buyers seriously—as we have for over 25 years—and are dedicated to ensuring a candid homebuying experience from start to finish. Please continue to work with your TOA community team regarding any concerns.

  Customer Answer

  Date: 01/09/2023

  I just read the response from the business and do not recall seeing this response before. I did not order 6 panel doors unless they were barn doors. The major problem I have with these 30" by 80" doors is that they come off the bottom track which has happened 5 times when my grandchildren were here. Because of this, I can't shut the doors when they are here for fear they will come off the track and swing precariously. A 1.5" gap at the bottom is not standard and does not secure the door adequately. When the individual came out to see what the problem was, he confirmed the opening was not what I requested but insisted any door could be a barn door. I agreed with his statement but stated the doors did not adequately cover the opening and were too high off the floor causing them to come off the track at the bottom. I consider this a real hazard in my home and need Traditions of America to do the right thing and ensure my home is safe for me and my family.

  Business Response

  Date: 01/13/2023

  **** *******
  selected the following option in her design appointment: ***** Interior Millwork.
  The door style for this option was clearly stated as follows: make barn doors
  style the same as the standard 6 panel textured doors. The 1.5” gap at the
  bottom serves two purposes. One is for air flow into the room to maximize
  the energy efficiency in the house. The second is to provide space for the
  door guide. Our Community Manager will visit the home again to re-inspect the
  doors and confirm they are installed properly. 

  Customer Answer

  Date: 01/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: The company has offered to install another door guide on the bottom that they believe may or may not work due to the casing around the entry. They also discussed the possibility of installing something on the top rail to keep it from coming off the track. Both of these solutions are unacceptable as it doesn't resolve the issue that the doors are too small for the opening. I do not allow the doors to be closed when my grandchildren visit which defeats the purpose of having the doors at all. I was told by Jeff Porter that 32" x 84" 6 panel doors are available so this is what they should have used rather than the 30" x 80" doors they installed. If TOA did not know how to install barn doors, I should have been told this and I would have used the $1,400 that I spent in my options to have it done correctly on my own but I trusted they knew what they were doing.

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

  Business Response

  Date: 02/20/2023

  In response to **** *******’s concerns, the Community
  Manager and Warranty Manager visited her home on January 16, 2023 to re-inspect
  the door installation and functionality. The doors are the correct size for the
  opening, as seen in the photo attachment taken during the home visit on 1/16.
  Additionally, the doors are the correct style per the contract. To restate,
  **** ******* selected option ***** Interior Millwork in her Design Appointment.
  The door style for this option is clearly stated in her Design paperwork as
  follows: “make barn doors style the same as the standard 6 panel textured
  doors”. The 1.5” gap at the bottom serves two purposes. One is for air flow
  into the room to maximize the energy efficiency in the house. The second is to
  provide space for the door guide.
  
  During the home visit on 1/16, the Community Manager offered
  to add a bracket to the top of the doors to help secure the doors to the track.
  The Community Manager also offered to install a new guide at the bottom to
  assist with the door movement, even though the current guide is installed
  correctly and functioning properly. **** ******* refused both offers from the
  Community Manager. Unfortunately, we cannot take further action if **** *******
  refuses these gestures to remedy her concern with the doors.

  Customer Answer

  Date: 02/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:The doors are too small for the opening. I have several pictures which I attemplted to send which show this problem but I was unable to forward them as the file was too big. Please provide another option so I can forward the pictures to you. 

  According to the **** ***** tutorial on installing barn doors, there should be a .5" space between the floor and the door. My door has a 1.5" space causing the door to come off the bottom guide which it has done 5 times when my grandchildren where at my home. In addition, the same tutorial states that there should be a 1-2" overhang on each side of the door. My doors don't even cover the frame. The doors are 30"x80" and should be at least 32"x84" to properly cover the opening.

  I, as well as several of my neighbors, believe we have been unable to resolve our construction problems because we are elderly widows or single women. There does not seem to be the same issue for our married or male neighbors. Based on conversations we have had, our married/male neighbors get problems resolved in a manner we are unable to do. This is extremely disheartening for an organization that claims to be a premier builder for people over 55 years of age. 

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

  Business Response

  Date: 03/23/2023

  Our Community Manager and Warranty Manager took multiple
  photos of the doors during their visits to **** *******’s home to inspect the
  installation. We attached these photos in our previous response. As illustrated
  by the photos, the doors are the correct size for the opening and are the
  correct style per the contract. Additionally, the contractor who installed the
  doors in question visited the home to inspect the installation and verify the
  style. Both the contractor and the Community Manager confirmed the doors
  function properly and are the correct style per the contract. We
  understand **** ******* is referring to tutorials on the **** *****’s website
  for barn door installation. There is variation in the way barn doors are built
  and installed. It is unreasonable to rely on one website – **** ***** – as the
  one and only source for exact dimensions and measurements of all barn doors.
  During the home visit on 1/16 to re-inspect the doors, the Community Manager
  offered to add a bracket to the top of the doors to help secure the doors to
  the track. The Community Manager also offered to install a new guide at the
  bottom to assist with the door movement, even though the current guide is
  installed correctly and functioning properly. **** ******* refused both offers.
  Unfortunately, we cannot take further action if **** ******* refuses these
  gestures to remedy her concern with the doors. These two offers remain on the
  table should **** ******* decide to reconsider. **** ******* has unfortunately
  made allegations against our employees and team in a public manner regarding
  how we treat our customers. These statements are patently false. Traditions of
  America treats every customer – no matter their personal situation or
  characteristics – with the same attention, respect, and care.