Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:07/28/2024
Type: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 would like to file a formal complaint about Spectrum Homes and **************** in *********, ** due to what we feel is negligence and construction defects. A full letter description is attached.Briefly, Spectrum was our home builder. Our working relationship began 6/22/2021, we took possession 3/10/2023, and warranty visits concluded 5/21/2024 (1 year & 2+ months after move-in.)Spectrums *********************** Program states they care beyond the day you move in. However, it is clear they lost interest in our project and no longer valued us as customers after we made final payment at move-in in early March 2023. Attention to our projects warranty work was repeatedly delayed well over 1 year with Spectrum citing being very busy and weather as factors. This in direct contrast to their own documented warranty claims to schedule within 30 days, have a final review within 11 months, and close your file in 12 months (warranty documents attached). Mediocre (at best) levels of work were provided during 1st phase construction. Warranty work would not have been needed had the job been completed properly the first time. After 6 months of waiting, we completely lost confidence that they would honor our contract. Waiting through another 8 months, we felt defeated and wanted to give up. We had no recourse but to wait for Spectrum as we could not afford to hire someone ourselves and technically already paid for all of this to be done. We wholeheartedly believed warranty work would be presented at the level of brand-new quality and craftsmanship that we paid for. At 2nd chance during warranty visits Spectrum could not provide the care and craftsmanship befitting quality finishing touches either by choice or by skill level. Nearing 16 months later we now seek BBB guidance. Photos attached exhibit before and after warranty examples.Customer Answer
Date: 09/10/2024
Hello Ms. *************** has been over 30 days since we filed our complaint and since you reached out to the owner of Spectrum Homes. No response. Wondering what the next step is. Our complaint has not yet appeared online. Thank you.
Sincerely,
****** and **** *******
Customer Answer
Date: 10/02/2024
Hell Ms. *************** filed our complaint on 7/28/24. It was our understanding that it is the protocol of the BBB that if a company does not respond that the complaint gets posted online. We also understand that they were first given 14 days to respond but up to 30 days. As it has been now 2 months - we would like to pursue having this complaint posted online as they clearly have no intention to respond.
We now have a 2nd window that has cracked originating from the frame. The photo is attached. The window company is replacing the window for free but we have 2 quotes for over $1000 to install this in addition to the many other items that Spectrum either elected to not finish properly or could not because of poorly skilled workers.
Will you be honoring the BBB protocol and posting our complaint? If not, can you please provide an explanation as we do understand that companies pay to have a BBB listing. We are hopeful that the BBB still stands by the consumer rather than the companies who basically pay for a listing.
Thank you.
Business Response
Date: 10/11/2024
Please find our complaint response letter attached along with other attachments substantiating items listed in the letter. Thank you and have a nice day!
***** **********
Design Coordinator
Spectrum Homes, Inc.Customer Answer
Date: 10/25/2024
Dear *** *****,
Attached please find our detailed response to Spectrum Homes. The response included photos. Many of the photos were already uploaded in our original filing. If you want us to re-upload or upload the additional ones contained within this letter, please let us know. However, it appears they are all clickable and viewable quite well with the Zoom feature with the document. Also attaching 4 exhibits. Please let us know if you need any clarification.
Thank you,
****** and **** *******
Business Response
Date: 11/25/2024
Based on our conversation it is my understanding that the complaint was closed and now is being reopened based on the additional information that the ********* have provided. Having reviewed the 4 attached exhibits provided by the *********, Spectrum Homes position will remain the same. They can refer to the Quality Builders Warranty that was referenced in my initial response.Sincerely,Spectrum Homes Inc.*** ******PresidentCustomer Answer
Date: 11/25/2024
Dear Ms. *************** 10/24/2024 we responded to you for Spectrum Homes with a 42-page letter specifically referencing the *********************** Warranty Agreement (QBW) copy that we were given at move in. This 42-page letter clearly outlined what Spectrum was asking of us in their letter from October 2024 as well as in the one dated today. That response included 4 additional exhibits. They only reference the 4 exhibits in their response today.
Can you please clarify if Spectrum did NOT receive this 42 page letter as they are only referencing the 4 exhibits?
We are reattaching the 42 page letter here (AGAIN).
We look forward to a rapid response. Thank you.
Sincerely,
****** *******, III
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