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:10/13/2024

  Type:Product 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 am writing to formally lodge a complaint against Pitell Homes regarding the construction of my home and their failure to address ongoing **** issues. Our contract explicitly states that the home "will be of good quality," yet the performance of the **** system has fallen significantly short of this ************** August 2023, I filed a claim regarding a temperature discrepancy in my home, where the upstairs temperature is consistently ************************************************ the hallway downstairs. Since then, representatives from Pitell Homes have visited my property nearly a dozen times without successfully resolving the issue.This past summer, the president of Pitell Homes visited my home at 10 AM to collect temperature data. This timing was not appropriate, as it did not accurately reflect the ****'s performance during peak usage hours later in the day. I had specifically requested that they return in the late afternoon for more accurate readings, but this request was ignored.Due to the inadequacy of the **** system provided by Pitell Homes, I have had to pay over $12,000 to supplement their system to achieve a livable environment. This ongoing failure to remedy the **** issue not only violates our contractual agreement but also has caused significant financial burden, discomfort, and frustration. **** issues are a common claim filed within my housing plan (Pitell built), especially all homes built with the exact floor plan.I request your assistance in addressing this matter and ensuring that Pitell Homes fulfills its obligations to provide a quality living environment as promised.Thank you for your attention to this matter. I look forward to your guidance on the next steps.

  Business Response

  Date: 10/18/2024

  We strive to ensure all our customers are satisfied, and we take every concern seriously, as we have done with your concern.  We have monitored and adjusted your HVAC system throughout the Builder Warranty period on multiple occasions in different outdoor temperature ranges.  And through a series of inspections and minor adjustments, we have confirmed that the system was installed and is performing according to local building codes and the manufacturer's specifications. Also, just prior to the expiration of your Builder Warranty period, we conducted a final inspection on July 24, 2024 and at that time, no issues were identified or reported.  We confirmed in that inspection that all areas tested were within two degrees of the thermostat setting, and that the full system was operating as designed for temperature distribution and airflow ratings.

  The claim that the system was not installed correctly, or is inadequate, does not align with the detailed reports we have from our certified HVAC contractor. These reports, which were provided to you, confirm proper installation and function, and do not necessitate the need for any supplements to the system.  Further, we do not have any open HVAC warranty claims with any other customer.  We have built this same floor plan on multiple occasions recently and have no open issues with the design or performance of the system.  

  As described in our final inspection, any temperature discrepancy you may be experiencing is the temperature when measured at the window glass only, more commonly called thermal gain.  We provided a series of remedies such as installing blinds, shading, glazing, etc., to help alleviate this issue when present at certain times of the day or season, but we do not know if any of these recommendations were put into practice.  

  We would be happy to provide another copy of our final inspection report.  *********** has been providing quality homebuilding services for over ******************************************************************* all our projects.
  

  
  

  Customer Answer

  Date: 10/18/2024

  Thank you for your response regarding the **** issues in my home. While I appreciate your attention to this matter, I must clarify several critical points that remain unresolved.
  Temperature Discrepancies: I continue to experience a significant temperature discrepancy, with the upstairs temperature consistently measuring 12 degrees higher than the thermostat reading downstairs. This ongoing issue is uncomfortable and contradicts the expectation of quality outlined in our contract.
  

  Inspection Timing and Conditions: I understand that the final inspection was conducted on July 24, 2024; however, I specifically requested temperature readings be taken during peak usage hours. The timing of the inspection does not accurately reflect the system's performance during the conditions that contribute to the temperature discrepancies I experience daily.
  

  Supplemental Costs: Despite your assertion that the **** system was installed correctly, I have incurred over $12,000 in costs to supplement the system for adequate comfort. This financial burden highlights the inadequacy of the **** installation. Additionally, multiple technicians from different companies have conducted tests indicating that the ductwork was inadequately installed, suggesting it was completed in the cheapest way possible.
  

  Common Issues in the Neighborhood: It is also important to note that other homes in my neighborhood, built by Pitell Homes, are experiencing the same **** issues and are actively seeking resolution.
  

  Recommendations for Remedies: While I acknowledge the suggestions regarding blinds and shading to mitigate thermal gain, these are not solutions to the underlying issue of inadequate **** performance. Either way you look at it, a temperature difference of 12 degrees is not reasonable. Technicians from ***** Heating and Cooling, during their second visit, agreed that the difference should be closer to 4 degrees. I also question the validity of the data collected during the inspection at 10 AM, as the **** system was not even in use at that time, and the outside temperature was not hot yet.
  

  I would appreciate it if you could provide a copy of the final inspection report for my records. The **** performance issues in my home have resulted in a significant financial burden, and I believe it is the responsibility of Pitell Homes to address these ongoing concerns. It is crucial for the well-being and comfort of my family that the **** system operates as intended, and I hope for a prompt resolution to this matter.
  Thank you for your attention to this issue. I look forward to your prompt response.

  Business Response

  Date: 10/28/2024

  Thank you again for sharing your concerns regarding the **** system in your home. We strive to provide high-quality service and address all issues in a thorough and timely manner. Below is a detailed response to each of the points you raised:

  Temperature Discrepancies: We understand that comfort is a priority, and were sorry to hear that you continue to experience temperature differences, however we aim to follow standard practices in verifying **** performance. Our inspection showed that the system was functioning within acceptable ranges, and the temperature variation between floors was within industry norms, although we understand that each homeowners experience is unique.
  

  Inspection Timing and Conditions: The final inspection took place in line with our standard operating procedures, which aim to capture system performance reliably. Although conducted mid-morning, these inspections are designed to assess functionality across a range of conditions. 

  Supplemental Costs: We empathize with any additional costs you may have incurred. Our records indicate that the **** system was installed per industry standards, and this was verified through a series of third-party inspections during construction. We carefully select certified professionals to ensure installation quality and safety, and have many long-term relationships with our vendors, including our **** vendor. Additionally, we are not aware of any documentation or assessment that indicates inadequate ductwork installation. If you have specific test results from independent technicians, we would be more than willing to review them with you and address any valid issues collaboratively.

  Neighborhood Concerns: We take all reports seriously and continuously monitor feedback to improve our service. While weve not received similar complaints, we are committed to a thorough investigation and repair of any warrantable items that might arise in the future.

  Recommendations for Remedies: The recommendations provided are intended to help homeowners improve overall comfort and energy efficiency, and further help optimize **** performance.

  Finally, as requested, we will be happy to provide a copy of the inspection report. Please reach out to our warranty department, and well ensure it is sent again promptly.
  Thank you again for bringing your concerns to our attention. Your satisfaction and comfort remain a top priority.
  

  
  

  Customer Answer

  Date: 10/28/2024

  Thank you for your detailed response addressing my concerns regarding the **** system in my home. I appreciate your commitment to high-quality service and your willingness to address issues. However, I would like to respond to several points you made:
  

  Temperature Discrepancies: While I understand that the inspection showed the system functioning within acceptable ranges, my experience has consistently been a 12-degree temperature difference between floors, which feels excessive and uncomfortable. The industry norms you referenced may not adequately consider individual circumstances, and my homes performance is not meeting my expectations or needs.
  

  Inspection Timing and Conditions: I recognize that inspections are conducted according to standard procedures; however, the timing of the final inspection does not accurately represent peak usage conditions, which significantly impacts **** performance. A mid-morning assessment does not capture how the system operates during the afternoon and evening when temperatures typically rise.
  

  Supplemental Costs: I appreciate your empathy regarding the costs incurred. However, I must reiterate that the financial burden of over $12,000 was necessary due to the inadequate performance of the **** system as installed. If there are specific reports or documentation that could clarify the situation, I would like to see the multiple third-party inspection reports. It would be interesting to understand their rationale for passing an inadequate **** system.
  

  Neighborhood Concerns: It is concerning that similar **** issues are occurring in other homes within my neighborhood, indicating a potential systemic problem with the construction or design of the **** systems. I believe it is essential for Pitell Homes to thoroughly investigate these reports, especially when multiple homeowners are experiencing similar challenges.
  

  Recommendations for Remedies: While I acknowledge your recommendations to improve comfort and efficiency, they do not address the underlying inadequacies of the **** system itself. I am looking for a resolution that directly remedies the issues rather than temporary fixes.
  

  Thank you for your attention to this matter. I look forward to your prompt response.
  

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

  Business Response

  Date: 11/06/2024

  Thank you for continuing to share your concerns with us regarding the **** system in your home. We take all feedback seriously and aim to provide clear communication on the issues presented. While we appreciate your detailed observations, we must respectfully clarify our position on the matters you raised.  Our team has reviewed the system's installation and confirmed that it meets the design standards required for your home.  The final inspection, and all previous inspections, were conducted in accordance with industry guidelines to evaluate **** performance. The multiple inspections did not observe or record a 12-degree temperature difference between floors at any time and did not specify the need for any system supplements or enhancements.  We address each home individually and ensure each system is installed as per project specifications. Further, we provided suggestions for reducing thermal gain, including shading options, as a helpful measure to complement the **** system; however these are supplementary recommendations and do not imply inadequacy of the installed system.  After a very thorough inspection and review process over the course of the last year, we maintain that the **** system was installed in accordance with all required guidelines and specifications. We are committed to assisting with information or resources to ensure youre fully informed about system operation and available best practices.  Thank you again for your feedback.

  Customer Answer

  Date: 11/10/2024

  It appears that Pitell Homes has no intent on resolving the situation, as their responses have been focused solely on data that shows no temperature discrepancy. While I do agree with their data, it is important to note that this data was collected around 10 AM in the morningbefore the **** system is typically needed during the day. Despite my repeated requests, Pitell Homes refused to return during the times when I reported a temperature discrepancy, specifically around 4-5 PM in the afternoon. This is when the temperature differences become more evident, and the **** system fails to cool the three upstairs bedrooms effectively.
  

  Unfortunately, Pitell Homes has consistently avoided addressing this issue during the times when the problem is most noticeable, and they have only provided temporary fixes or recommendations unrelated to the root cause of the problem. The **** installation itself appears to have many flaws at first glance, which adds to my concerns.
  

  ***** (Pitell Homes President) mentioned that he will not return, because any temperature discrepancy is due to "solar gain"a term which he appears to have made up. Either way, his position is that if there is a discrepancy, it is up to the homeowner to fix it.
  

  Additionally, many of my neighbors, as well as consumers in other neighborhoods, have reported similar **** issues. Most of them have warranties that have expired, and they are unable to seek resolution. This complaint is intended to protect future homeowners from experiencing the same challenges and from being subjected to the company's unwillingness to resolve legitimate concerns.

  What this comes down to is that I think any reasonable person would expect that if they build a new house, the **** system should appropriately cool all of the rooms, with a 3-4 degree discrepancy allowance. Pitell does not believe this. Instead, they gather data at 10 AM, before it gets hot, and blame the homeowner for any additional discrepancy.
  

  Given their refusal to take appropriate action, I would appreciate it if you could add this complaint under Pitell Homes' record. I hope this will help protect future consumers from encountering similar issues.
  

  If you require further evidence to support my complaint, I am happy to provide data from two third-party **** companies, my personal records regarding the temperature discrepancies, and we are also waiting for a mechanical **** engineer to inspect the inadequacies of the installation.

• Initial Complaint

  Date:09/05/2022

  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.

  Purchased new Pitell patio home July 2020. Luxury Vinyl Floor was loud when walked on because it was installed on a concrete slab with no subfloor or underlayment. March 2021, the Builder removed the floor because joints were breaking where planks met. Rubber underlayment was installed on top of the concrete slab and the same LVT product was installed.
  June 2021 (prior to one year builder warranty expiration), President of Pitell received an email with remaining items that needed to be addressed which included "seams are separating and boards are lifting" on the flooring. I was told there was a manufacturer warranty.
  December 2021 joints were cracking and the floor began to peel. I contacted Pitell and was told to call Rite Rug, the vendor that Pitell used for flooring selections. January 27, 2022, **** ********, from Rite Rug, completed a Complaint form to be submitted to Manufacturer of the product.
  Inspect Solutions performed an inspection on February 23, 2022. Report finds incorrect installation, which was done by Pitell. I have emailed the President, Production Supervisor, Sales Agent and Tony P***** himself as well as **** ******** asking for restitution as more and more pieces of the LVT peel. Included in those emails: the June 2021 email listing repairs, pictures of the flooring and a copy of the manufacturer’s report. To date, I have not received a reply from Pitell.
  I do not feel I should have to replace flooring in a new home.
  As you can see, the other complaint listed the flooring as an issue as well......coincidence? I think not. Several other unit owners as well as single family homes in a different development have the same problem.

  Business Response

  Date: 09/21/2022

  Pitell Homes has worked closely with this customer after move-in of their new home over a period of many months. During the one-year builder warranty period, Mrs. ********* emailed our company 84 different times with varlous warranty demands, including flooring. All items were addressed. Prior to the expiration of the warranty period, the flooring was inspected by our company, our subcontractor, and Mrs. *********, and was determined and agreed to be in good working order with no defects present. 
  When this new material claim was brought to our attention again in January 2022, 6 months after the builder warranty expired, we responded with the following: "I know we discussed your floor in great detail during the warranty period, and particularly while working through your final list, which included inspecting the floors, and further covered the process for any materlal warranty claims. Since your Builder Warranty expired in July 2021, about 6 months ago, this flooring material and any defects discovered are warrantied solely by the manufacturer." Pitell Homes cannot control a manufacturer's acceptance or denial of extended warranty claims and is not party to the claim. It has become apparent that this manufacturer, Etage dba Millworks Flooring, has not honored their warranty commitment, and as such, we no longer install their products in our homes. Our independent inspections at multiple points noted that this was clearly a manufacturer issue related to product performance, specifically delamination and locking mechanism failure. 
  Pitell Homes has been in business for over 33 years and has built hundreds of homes in the Pittsburgh area. We pride ourselves on extraordinary customer service and superior homebuilding quality. We are confident that we have delivered both to this customer. Any claim they may have after the expiration of the builder warranty is solely with the manufacturer of the flooring they selected for their home. 
  

  
  

  Customer Answer

  Date: 09/26/2022

  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.
  

  
  

  Pitell selected Rite Rug as the flooring vendor.  Pitell selected the product/manufacturer that owners were to use when selecting vinyl tile planks.  Pitell was aware of problems prior to my complaint.  The manufacturer report on the flooring states the product was installed improperly.  Pitell's subcontractors installed the flooring.  Manufacturer is blaming Pitell.  Pitell is blaming manufacturer.  The fact that a different flooring company is now being used, supports my claim that Pitell should stand by the product that was offered to me.  Other residents in patio homes and single family homes are having the same issues. 

  
  

  The fact that I had 84 emails to Pitell on issues, gives you an idea of how Pitell no long is a quality home builder.  The other complaint on this site lists similar issues with the Pitell home.  I have flooring that continues to snap, crack and peel.  I did not intend on having to replace flooring in my 2.5 yr old home because Pitell will not stand by their homes.
  
  
  
  Regards,
  
  
  
  ******* *********