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:08/26/2024

  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.

  Contractor installed a concrete pad incorrectly over grass - did not remove the grass, place rocks etc.
  
  1. The concrete looks terrible and was not finished properly. It is under warranty per our agreement and you guys have not honored that agreement. I've attached the photo of the concrete sent to me this spring and it's only gotten worse. For a 15k concrete pad, this is unbelievable that it looks like a few months after you guys installed it. I've reached out to the sales guy ****** who sold us the project multiple times and he is essentially unresponsive now after saying a project manager would check it out months ago.
  
  2. ****** explicitly lied about about excavating the site before pouring. I watched it over the cameras with my own eyes and have proof. I also have your ex-employee ***** confirming that's what they did over a text message. He explicitly states "Our guy has 40 years of experience in concrete and said it fine to pour over grass". Which is not true and goes against general concrete guidelines. You even lied in the Google review about the grass being removed!
  
  
  I have photo evidence of all of this.

  

  Business Response

  Date: 09/10/2024

  
  Thank you for bringing your concerns to our attention. We take every customer’s feedback seriously and strive to ensure the highest standards in all our work..

  As discussed during the project, additional fiber was added to the concrete mix per your request to enhance durability. Additionally, a bobcat was present on site and was used to skim the grass during the preparation process. We can confirm that the grass was properly skimmed as part of the site preparation. We have attached a photo after the pour was completed which shows no grass in the immediate area of the concrete pad.

  
  After receiving your concerns, a follow-up site visit was conducted by our Senior Project Manager. During this visit, it was determined that the concrete pad installation adhered to our company’s guidelines. The review showed no structural issues, and the conditions observed were attributed to traditional wear and tear. We want to assure you that the structural integrity of the pad is not compromised in any way.

  
  Regarding the communication with our former employee, we acknowledge that misunderstanding , and the employee has since been educated on the proper communication scenarios and subsequently no longer in the previous position. We sincerely apologize for any confusion caused by these statements.

  
  Please note that our warranty covers structural integrity issues, and based on our site assessment, no such defects have been identified. We remain committed to addressing concerns that fall within the warranty scope and are happy to discuss this further if needed.

  
  We truly value your business and hope this response clarifies the situation. Should you have any additional questions or require further follow-up, please don’t hesitate to reach out.
  .

  

  Business Response

  Date: 09/30/2024

  Thank you for reaching out to us regarding your concerns. We value the opportunity to address them and are committed to providing clarity and resolving the issue appropriately.
  To begin, we would like to reaffirm that, as part of our standard process, a machine was used to skim and level the ground before pouring the concrete. While concrete can technically be poured over grass, it is not in line with our company's policy or practice. Skimming and grading were done in this instance to ensure a level surface for the concrete pad, as per our standard operating procedures.
  

  In regard to the warranty, we would like to clarify that it specifically covers the structural integrity of the concrete installation. This ensures that the pad remains stable and durable over time. However, issues related to aesthetics, finishing, or normal wear and tear are not covered under this warranty. We do take your concerns about the appearance of the concrete seriously, but these fall outside the scope of the warranty agreement.
  That being said, we want to make sure you're fully satisfied and are happy to have another project manager visit the site to assess the current condition. We also apologize for the any miscommunication, and we are actively working to improve our communication with you.
  

  Thank you again for bringing this to our attention. Please feel free to follow up shortly to arrange a visit and ensure all appropriate measures are taken to address the situation.

  Customer Answer

  Date: 10/04/2024

  
  
  Complaint: 22188063
  
  
  
  I am rejecting this response because: I've been told multiple times that a project manager would be out to check the property out and have reached out via email, phone call, and text to the business and ****** directly with no response back on when they would be going.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:03/01/2024

  Type:Billing 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 contracted with Green Home on Oct.1, 2021 and put down a $35,000 down payment to have a 16x20 room added on to my condo. Construction was not started until July 1, 2022 due to other contracts! After they took up my existing patio, they asked for my building permit. I was told that I agreed to get the permit at time of deposit. I was not reminded of this or instructed on how to do it. Many weeks of delay followed. This was true many times throughout construction waiting on various permits. I work full time and had to use much of my personal time with these issues. After supposed completion in May 2023 I paid $35,000 more. In June 2023, an issue of flooding the completed room occurred. They did come back and put in a French Drain (that should have been installed in first place). They brought out a commercial dehumidifier that ran for a couple of weeks to dry out my wood floors. If I had not been home the evening of flooding irreparable damage would have been done. The split unit they installed leaked water down my new sheet rock after completion. They sent 4 different repair people out 4 different times during the month of July to repair unit. They finally agreed that I could contact JHColeman for repair and theft reimbursed my $700 bill. Coleman stated the unit was functional, but had not been installed properly. The last straw was the completion of laying the brick on outside of room. The mortar is messy, not uniform, chipped broken bricks. They sent out someone to see brick job and they assured me the individual who did the brick no longer worked for Green Home. I have requested the labor charge for the brick to be refunded, but thus has nit been addressed. The outside patio light installed does not work. People have checked without fixing. When I have asked for a break down of charges, they have ghosted me. I paid an extra $5,000 for adding a vaulted wood ceiling.
  I’m due refunded money due to brick job mess.
  ****** does not return calls!

  

  Business Response

  Date: 03/27/2024

  We are writing in response to the complaint filed by Ms. ******** regarding her experience with Green Home, Inc. We take customer feedback seriously and strive to address any concerns promptly and effectively.
  First and foremost, we would like to extend our sincerest apologies to Ms. ******** for any inconvenience or dissatisfaction she has experienced throughout the construction process. Our goal is to ensure that all of our customers are completely satisfied with the quality of our work and the level of service provided.
  Upon reviewing Ms. ********** complaint, we can confirm that all work discussed has been completed to a high standard of quality, and any warranty requests have been fulfilled in a timely manner. Additionally, all financial documents have been provided to Ms. ********, and a $4,300 credit was approved by management and accepted by Ms. ******** for brick work and discussed issues , along with an additional $4,000 worth of unbilled work. These documents detailing this are attached.
  We acknowledge the challenges encountered during the construction process, including delays in obtaining permits and issues with flooding and the split unit installation. We take full responsibility for these issues and have taken steps to address them incliding the repair of these items. Measures have been implemented to improve our communication with customers and ensure that all necessary permits are obtained in a timely manner in the future.
  Regarding the specific concerns raised by Ms. ********, including the messy brickwork, non-functional patio light, and lack of response to requests for a breakdown of charges, we have committed to resolving these issues to her satisfaction. . Additionally, we will ensure that the patio light is repaired promptly if Ms. ******** states the light is currently not working , and we apologize for any inconvenience caused by the delay in addressing this issue.

  In conclusion, we apologize for any shortcomings in our service and assure Ms. ******** that we are committed to addressing her concerns and ensuring her complete satisfaction. We appreciate her feedback, as it helps us to improve our processes and better serve our customers.

  Customer Answer

  Date: 04/19/2024

  I do not want the complaint closed. I do not agree with the response from Green Home.  It’s the same run around and coverup I’ve dealt with for months. The ghosting and trying to brush off responsibility is not acceptable for a reputable business. 

• Initial Complaint

  Date:10/12/2023

  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.

  We contacted Green Home about building an addition to our home with a price tag of $140,000 which has been paid. There was a MAJOR issue with the floors that they attempted to fix but was not successful. We signed a 10 yr contract on the floors if any issues arrive that Green Home would resolve the issue. The pics show columns that have not been finished & I have texts from the owner stating that he would resolve the issue only to stop communication after multiple texts & emails. Also siding on the back side is lose & they have not resolved that issue.

  

  Business Response

  Date: 10/15/2023

  The Green Home contest acknowledges the points raised in this complaint as valid. An addition to the home was constructed, amounting to a total cost of $139,271.98. However, we extended  $12,280 in credit to accommodate the customer's needs. It's important to note that Green Home does provide a workmanship warranty for all services rendered. This warranty, however, does not cover issues related to "wear and tear" or physical damage not caused by Green Home.

  
  The stone columns featured in the provided photo were constructed at no expense to the customer, as a gesture of goodwill. Furthermore, they were left in working condition upon project completion. Since no charges were associated with this specific work, there is no credit that can be applied.

  
  We are open to addressing the customer's request for column repairs. However, it's essential to understand that the various material options presented to Green Home are considerably more costly than the standard materials used. We are prepared to fulfill the customer's request for column repairs at no additional cost if the customer can supply the required materials on-site. Once the materials are available, we will be happy to perform the work at the customer's convenience.
  Thank you for your understanding and cooperation.