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:12/16/2024

  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.

  Ever since I purchased my home June 28, 2024, I’ve had nothing but issues. I have made several complaints with the builder who alleges there was nothing wrong; purposefully delayed making the necessary repairs for the warranty to expire making me therefore responsible for the cost. I’ve include the work order/invoice/photographs for the first portion of repairs made. This proves that at the time the home was built, these items were installed incorrectly/defective. The plumber will return to make further necessary improvements at a future date based on what I can financially afford. I have also attached photos that correspond with the plumbers findings.

  Business Response

  Date: 12/18/2024

  We appreciate the opportunity to address *** ******* concerns. We take all customer concerns
  seriously, and we are committed to timely support of our homeowners and diligent
  resolution of issues made known to us.

  *** ***** purchased her home on June 28, 2023, and we
  provided warranty services for one year following the date of purchase, per the
  terms of the warranty agreement. During this time, our team responded promptly
  to all reported concerns, coordinating with subcontractors when necessary to
  complete repairs as quickly as possible.

  The issues referenced in this complaint were not reported to
  us during the warranty period.  As
  outlined in the warranty agreement, defects discovered or reported after the
  one-year period are the responsibility of the homeowner, regardless of when
  those issues are purported to have arisen.

  We visited *** ******* home several times during the
  warranty period to address concerns brought to our attention, fulfilling our
  obligations under the warranty. Any visits made after the conclusion of the
  warranty were to ensure her satisfaction by following up on concerns reported
  within the covered period and do not represent an extension of warranty
  coverage.

  We take all customer concerns seriously and work diligently
  to address them within the scope of the warranty. Unfortunately, we cannot
  assume responsibility for issues discovered or reported after the expiration of
  the warranty, as outlined in the signed agreement.

  Thank you for allowing us to provide clarification on this
  matter.

  Customer Answer

  Date: 12/20/2024

  I’m in receipt of the builders response, however homeowners do not go around, looking for defects that are not clear and obvious. I’m not an expert in plumbing HVAC construction, etc., they have mentioned multiple times about the defects from **** ********** *****, yet I had to hire an independent expert on the issues I’ve addressed with them well before the warranty expired. They never rectified it. Now I’m gonna be more than $4000 out of my pocket to correct the issues I brought to their attention multiple times. They were aware of these issues yet denied it during the warranty. The independent expert came to my home did a thorough exam examination and brought to my attention the several issues they never fixed. I have multiple corresponding  emailswith them, proving, I addressed the several issues well before the warranty period ‘expired’ that they refuse to fix/denied. If they refuse to correct and reimburse me, I will be forced to seek court intervention. South Carolina a three year statue on these issues with new built homes. My home is only a year old. 

  
  

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  Business Response

  Date: 12/20/2024

  Thank
  you for your additional feedback *** *****. We understand your concerns and
  appreciate the opportunity to address them. We have no record of
  the specific issues referenced in your response being reported to us during the
  warranty period.  As the warranty provider for your home, we took every
  effort to respond to reported issues promptly and in good faith during the
  one-year warranty period. As stated in the warranty agreement, the warranty period
  ended on June 29, 2024. Per the terms, any defects reported after this
  date are outside the scope of the warranty and are the responsibility of the
  homeowner. We are sorry to hear of your frustration regarding this matter
  and encourage you to review the warranty documentation for additional clarity.
  Should you have further questions, we are happy to assist in explaining the
  terms and conditions of the agreement. Thank you again for sharing your
  feedback.

  Customer Answer

  Date: 12/26/2024

  The builder is well aware of the multiple defects in my home and they were placed on notice as they came to my attention. I sent you a separate email of the multiple conversations that I’ve had with the builder.
  
  Since the builder is making no effort to resolve the multiple defects in my home, I will have no further choice, but to seek court intervention. I’ve already spoken with an attorney who is on standby in hopes of resolving this issue on my own. Now the builder will be liable for not only the defects within my home, but also legal fees for litigating this matter. 
  
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