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:08/31/2023

  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.

  We hired Superior Custom Homes, LLC to build a house for us that was finished at the end of April. We moved in and there are issues that have not been resolved, one is the carpet on our steps that is coming off. One person has tripped and fell because of it. The contractor is aware of the problem and has failed to fix it. The generator that we paid for does not work and it needs to be fixed. The contractor didn't check the work of the subcontractors that he hired. There were supposed to be 4 shelves in the shower that was tiled and there is only one. The siding that was put around the fireplace was primed and never painted. The response that we received about this was that we could hire someone to paint it. It's a new house we should not have to hire someone to paint anything. You can see in the attached photos the type of work that this contractor did. The contractor also returned items that we paid for and was also charged a builders fee on top of the cost of the products to ****** **** ****** and apparently, he keeps the money because it has not been returned to us. We feel that this is dishonest for him to return the items and keep the money no matter the amount of the items that were returned. A contract was signed and the contractor didn't follow the contract by doing a final walk-through. The contractor's last payment was held for a little bit to try and get some of the work finished because one of the subcontractors warned us that if he was paid in full he would not come back. However the contractor did receive their last payment on July 21, 2023, and we specifically asked two weeks ago when things would be finished and have heard nothing from the contractor. I have no missed messages or phone calls from him. His favorite thing to say is that I didn't know that or to blame it on someone else. It's obvious that he doesn't feel that his contract applies to him. Our next course of action will be to hire an attorney if there is no action or response.

  Business Response

  Date: 08/31/2023

  We did in fact build a home for the ********** There was a building contract in place to build their home on a “cost plus” basis. The contract specifically states that payment is due in full upon substantial completion of the home. The final payment was not made for almost 2 months after the Johnson’s moved in. Due to the lack of payment, all work was stopped on the home including any punch list items until that was paid. I notified them of this. Once the payment was finally made, the calls were made to the subcontractors to go ahead and get the homeowners back on their schedule to finish the punch list items. The shiplap on the fireplace was in fact prefinished when it was installed. With it being built on a cost plus, yes the cost of repainting it would lie on the homeowners if they decide they want it redone. As for the carpet issues on the stairs. The carpet was not pulled back when they took possession of the home. The assumption has to be made that they did something to cause the issue after they took possession. I did tell the owners that I would have my flooring guy come re staple it though and he was supposed to come out a week or so ago. As for the generator, the issue is not a subcontractor issue or an issue on my end. The issue with the generator not working was a factory issue with the generator which my electrician got the parts for but was waiting until the homeowners paid their bills before making the repairs. That call has also been made to get back out there and get it taken care of now that the bill has been paid. Like everybody these days, they are both busy and have to fit it in their schedules since they couldn’t return when it was on their schedules originally due to the lack of payment. As for the ******* account, there is no credit to be given. There is actually a small balance due yet on that house that I told ******* I would just take care of rather than trying to get money out of the homeowners for it. The account is still open and all of the statements backing up my statement here are available. 

  Business Response

  Date: 09/13/2023

  As stated in the last response, the final couple of items were on the punch list were halted due to non payment. One the payment was final last made, the sub contractors were notified to go ahead and return to the house to complete those items. Once the subcontractors were told to halt any further work until the payment was made, the work was removed from their schedules. Once the payment was finally made, the work had to get placed back on their schedules when they could fit it in. The delay in the timeline to finish the last punch list items is a direct result of the final bill not being paid and, had that payment been made in a timely manner, the last couple items would have been dealt with a long time ago. 

  Customer Answer

  Date: 09/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  He has made no effort to fix the problem.   
  
  Sincerely,
  
  
  
  ***** *******