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Business Profile

Remodeling

Moss Homes LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/20/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    March 18, 2024 we had Moss Homes begin construction of a three car garage with an exercise room and full bathroom with washer and dryer in the back. We had a major problem with the roof that I had to correct that cost me an additional $12,000. I dont think I can get that money back; its simply to show how we have had to accommodate this builders mistakes. My complaint is he refuses to honor his one year warranty. Two problems: 1) the threshold on the service door is loose, he refuses to fix it. 2) the water pipes going to the washer were mounted on an outside wall outside of the insulation. The pipes froze and I had to hire my own plumber to fix it because I was worried the pipes would burst. I sent Mr. **** a letter with two invoices 2-6-25: $595.68 to re-mount the water pipes on the inside of the drywall; $31.81 for a new threshold so I can fix the door myself. Thus far he has refused to pay.

    Business Response

    Date: 02/20/2025

    Mr. ****** failed to mention that we had to build his garage from his hand drawn plan that he provided with all of the specs he would like. Some of the specs being as follows: 12' ceiling in the main garage area to accommodate his car lift, 8' head height in the upstairs to accommodate his trains and the roof to ***** front to back to match his house. To achieve this, we had to use a 2 piece truss that caused the garage to be a little taller than the house and Mr. ****** immediately decided he did not want to use the material to match his hand drawn plan during framing. We worked out a solution with Mr. ****** that eliminated his upstairs area, giving him attic storage and changing the roof line. Mr. ****** agreed to this change and the cost associated with it. Mr. ****** also failed to mention an email from Moss Homes on 12/20/23 stating his quote was based solely on a conversation and a hand drawn plan, that there could be unforeseen circumstances due to not having a detailed drawing of every aspect of the build. Moss Homes was on site multiple times a week throughout the entire project, keeping an open line of communication to make sure Mr. ****** was satisfied with what work was being completed. 

    Complaint 1 - Threshold: Mr. ****** contacted us via phone call on 1/6/25 regarding a door sill on an exterior door that he admitted to breaking as he was attempting to raise the threshold up to fix a gap. Mr. ****** never attempted to contact Moss Homes to fix the door sill and took action on his own. I voiced my concern to Mr. ******* stating that i didn't feel like this is a warranty claim we should be held liable for since he admitted to causing the damage himself but to make sure he was happy, i would agree to pay him back for the part since he was planning to swap it out himself. I felt that this conversation ended well, and we were just waiting on the receipt to put him a check in the mail for his material purchase. I sent Mr. ****** a link to a threshold on 1/14/25 but urged that he discuss with the supplier to make sure he got the correct part. I have still not heard back from Mr. ******* Mr. ******* garage was inspected through every aspect and approved by his local codes enforcement. 

     

    Complaint 2 - Water pipes: Mr. ****** DID NOT contact Moss Homes regarding the alleged frozen pipes in his garage and took it upon himself to hire an outside contractor to move water lines then send a bill without giving us the opportunity to fix this issue. I did not know about the issue until i received a letter in the mail on 2/10/25 showing his invoice from1/30/25. Had Mr. ****** contacted Moss Homes about the alleged plumbing situation, as he did about the threshold, i am certain we could have come to an agreement that would not require any financial hit on his end. 

     

    We are a small, family owned business that  strives to offer the best customer service and stand behind our product. We are more than willing to uphold our warranty and ask that we be notified if anything comes up so that we have the opportunity to correct an issue. We should not be held liable for a homeowners decision to call outside labor or to warranty altered products.  

Moss Homes LLC is NOT a BBB Accredited Business.

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