Complaints

This profile includes complaints for D.R. Horton America's Builder's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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D.R. Horton America's Builder has 193 locations, listed below.

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• 

  D.R. Horton America's Builder

  1341 Horton Cir Arlington, TX 76011-4310

• 

  DR Horton

  20410 N 19th Ave Ste 100 Phoenix, AZ 85027-3596

• 

  D.R. Horton America's Builder

  1370 Piccard Dr Ste 230 Rockville, MD 20850-4304

• 

  D.R. Horton

  17921 Bothell Everett Hwy Ste 100 Bothell, WA 98012-6393

• 

  DR Horton

  4220 Racetrack Rd Saint Johns, FL 32256

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:07/25/2022

  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.

  Multiple issues I have experienced when purchasing this house. I am currently dealing with a third floor replacement due to a water leak with the dishwasher that was replaced with a crack. The first sheet vinyl floor was placed incorrectly with not enough glue down, which caused water to get under the floor and having to be replaced. The second floor was replaced incorrectly because they did not take the original glue off of the floor, and the floor was cut incorrectly. I also wasted 4 days and time out of work to replace this floor and attempt to fix it. When the flooring company comes out, they tried to fix it and said it will not look the same again if you continue to use sheet vinyl flooring. On top of the flooring issue, I have had multiple appliances attempted to be replaced, I have had paint work not fixed the first time, I have also been given dents in my wall when furniture companies move furniture. I also received dead grass with the house and still has not been replaced yet. This has been a horrible experience when buying a home.

  Business Response

  Date: 07/26/2022

  We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and is actively working to address the matter. D.R. Horton is committed to replacing the flooring where the flooding occurred with the same quality flooring that was originally installed. The customer is asking for a complimentary upgrade for his inconvenience which we have not agreed to provide. Additionally, our landscaper provided a fertilizer treatment on his yard July 22 to help the development of his grass.

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 closed on a new home February 2022. We were told that the attic doors were low stock and should be available 2 weeks after closing. We are on month 5 and no one will return my calls or text. I have contacted ********* and ****** and to no avail has this issue been resolved. ********* simply does not pick up the phone or answer text. ****** lied and said he would come over to look. He never came and is now ignoring my calls and text. We have a hole in our ceiling with no framing , stairs, or attic door. I am being ignored at this point. The neighborhood has been continuously building new homes with attic doors installed. I was told by ****** before he started ignoring my calls that there is a shortage but how is it I am the only one without an attic door? I am also having an issue with a column outside my front porch. Its crooked and DR ********************** is aware of it. Ive sent pictures to the superintendent. How is it the framing of the house crooked? All I want is my attic door, framing, and stairs and this crooked column corrected. I have text and call logs where I am being totally ignored at this point and do not mind providing

  Business Response

  Date: 07/25/2022

  We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and is actively working to address the matter.

  Customer Answer

  Date: 07/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is pending satisfaction. The issue will be completely resolved when the job is actually completed. Ive been told the pieces have been ordered and someone should be out to my home to fix the column thats crooked. I will make another complaint if the issue at hand has not been resolved in a timely matter since Ive already waited almost five months

  
  Regards,
  
  *********************************

• Initial Complaint

  Date:07/25/2022

  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 are now in our home for 1 year (NEW BUILD), we have outstanding work orders that have not been resolved. I reached out to the local contacts, no response. I reached out to cooperate, no response. I have counter top issues, cabinet issues, drywall/paint issues, grout issues, door issues, cracks in walls. We were told not to place any more work orders until our current issues have been addressed, every excuse given...COVID, no workers or trades available. Contact has stopped all around us with the builder. I need help!!! I have requested copies of the work orders and I was told by *****, they cannot provide that to me.

  Business Response

  Date: 08/01/2022

  We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and is actively working to address the matter.

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought a new built home with DR ********************** in December 2021. I was told by the Sales Rep that I would have sprinkler systems for both front and backyard. No where on my sales contract is there anything mentioned about a sprinkler system. I couldnt figure out why my grass was burned and would not grow in both front and backyard. In large areas of my yard it was nothing but cracked mud and ***** When ***** from DR ********************** warranty department looked at my sprinkler system he noticed that none of the wires were connected. When I requested ***** to replace the grass on both sides of my home he said that they probably would not. At that point I put in a ticket for the request. I also informed DR ********************** that they have changed out my neighbors grass not once but twice! It looks to me that ***** is only helping out who he likes or is friends with. Now ***** and another warranty rep have told me that they supplied me with a list of upgrades and one was stating that they were only installing the front yard sprinkler system. I told him that I have never seen that sheet. I was never given the option if I didnt want a sprinkler system in my backyard. Now the grass in my backyard is dry, burnt and the dirt is hard a broken apart! I cant even walk or play with my dogs due to I might fall and injure myself. A tech came and wired the sprinkler system and I truly thank him for that. I am needing DR ********************** to do the right thing and replace my grass. ***** is a very unprofessional man who I wish not to work with. He came to my home unannounced and I do not answer my door without prior notice and consent.

  Business Response

  Date: 08/01/2022

  We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and has backfilled the **** pad as a courtesy. The customers sales contract did not include sod nor sprinklers for the sides or back of the house, at the customers option. Accordingly, we respectfully decline the customers request to sod the lawn at this time.

  Customer Answer

  Date: 08/08/2022

  Complaint: 17611719
  
  I am rejecting this response because: DR ********************** replaced patches of my grass in my front yard with dead ***** grass! They have left my yard in worse shape now then before. So unprofessional but why would I expect any better from a company who is being sued by so many homeowners in a class action lawsuit. They never even addressed my sprinkler nor did they replace any of the dead grass. My backyard grass is so dry and the ground is splitting apart into 3-4 inches. Just a bad accident waiting to happen. I could not understand why they would set a fake sprinkler system in my backyard and now I understand why. It was to deceive me and make me think that a sprinkler system had been installed. Please answer me why you would change my neighbors grass twice and give her the best grass. DR ********************** picks a chooses who they want to work with. Im more than sure its because of race. 
  
  Regards,
  
  *********************

  Business Response

  Date: 08/12/2022

  We have reviewed the customers comments and our original response stands. We have nothing to add.

  Customer Answer

  Date: 08/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. DR ********************** has replaced the dead grass in my front yard. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/25/2022

  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.

  July 22, *************************************************** order to obtain relief of grievances with the builder of my home, D. R. Horton. I purchased my home from D. R. Horton in September of 2019. The list of grievances was documented, and received by Horton prior to the twelve month walk thru period. This included a home inspection completed by a licensed inspector at my expense, and forwarded to D.R. Horton documenting the deficiencies in their construction. As of this date, the following deficiencies have yet to be addressed: 1. The tilt latch on front bedroom window is broken.2. Kitchen exhaust vent is improper and a fire hazard 3. The stone veneer walls were improperly installed on top of pavements and grades at the front of the house.4. The ceiling in the living room is bowed and needs to be re-done as a result of damage done by the crew repairing the gusset . The repair crew intentionally pushed nails thru the ceiling and laughed about it. The drywall in flex room has in gap in corner. Master shower has multiple cracks. Drywall throughout is substandard. 5. The edge flashing above the front bedroom window has exposed wood framing.6. The north side gutter is improperly installed. It needs to be replaced as it is bowed out in the middle and not secured to the house. 7. The heating ducts laying in insulation have not been addressed.It has been Seven months since I last had word from management at D.R. Horton concerning the completion of repairs. I have called their ******** Office on numerous occasions. Messages left have not been returned. The D.R. Horton business model appears to be: make contact, fix one item, refuse to call back, and wear the buyer down. I have been attempting to have them finish the warranty repairs for nearly two years. I appreciate anything you can do on my behalf. Please feel free to contact me at anytime.*************************** ************************************************************* **************

  Business Response

  Date: 08/01/2022

  We appreciate the customer making us aware of their concern. The division customer care team is in communication with and has provided the following determinations for each of the listed concerns:
  1) We have no record of this item being reported within the warranty period and decline coverage as being out of warranty.
  2) This was changed out by our roofers in October 2021.
  3) This was found to not need to be repaired and stone was installed correctly.
  4) We have a work order for the drywall and paint to get touched up where framing work was completed.
  5) This was completed by our roofers in November 2021.
  6) We have issued a ticket to have this inspected/repaired by our gutter installers.
  7) We have no record of this item being reported within the warranty period and decline coverage as being out of warranty.

  Customer Answer

  Date: 08/15/2022

  Complaint: 17610843
  
  I am rejecting this response because:
  

  The gutter was replaced this evening (**** 15).  All other complaints were submitted within the warranty period & have not been corrected as of today.  I will be calling you tomorrow if that's convenient for you to discuss these problems in further detail.  I really appreciate all of your assistance.  Dealing with this builder has been a nightmare.

  
  Regards,
  
  ***************************

  Customer Answer

  Date: 08/18/2022

  Complaint: 17610843
  
  I am rejecting this response because:

  All disputed items were submitted September 9, 2020 (which was well in advance of the due date of September 19, 2020.  Receipt of this list was also confirmed as being received by DR ********************** the same day it was submitted.  Some of the items on the list were completed, some not at all and others created additional damage to my home while their crew attempted to fix things.  The worst of the damage occurred when **********************'s crew were in the attic correcting broken gusset plates & damaged trusses.  My living room ceiling is bowed even further than I originally reported on my warranty list.  ******** also left a large nail that was now protruding from the attic into the ceiling.  They said someone would be returning to look at the bowed ceiling & fix the protruding nail.  ********************** never followed up & never returned to my home.  The drywall cracks in the master shower walls have never been fixed.  The gentleman that came to correct the framework in the same master bath did so, but said the other drywall work was not part of his instructions to complete & he would let ********************** know the full job had not been completed.  I still have all the sticky notes marking these areas in my shower & ********************** has never come back to correct the situation.  Drywall in my flex room has 1/2 inch gap in the corner which ******************* (one of **********************'s managers) agreed they needed to correct but never sent anyone out to take care of.  He never returned any calls when I attempted to contact him.  Please take care of these issues before they get any worse.  Thank you!
  
  Regards,
  
  ***************************;

  Business Response

  Date: 08/24/2022

  The division customer care team is in communication with the customer and is actively working to schedule and complete the drywall and paint work.

• Initial Complaint

  Date:07/22/2022

  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.

  Hi We have purchased Home from D.R.Horton (Builder) September , Last Year.1.Because of no inventory from Builder, I had to purchase my own appliances and Builder promised to setup all the rough-ins for the appliances.They did not put the rough-ins for two items.a) *************** for Oven and Microwave in cabinets as I Purchased Gourmet Kitchen package from Builder.I did use my handyman to cut the counter top for cooktop. Everyone said they count not cut counter tops.Later I found the empty oven brackets found in our Garage. Then I reached Builder and Customer care representative helped to order those and scheduled to install those.The ********* came and was about to install those, and I mentioned to him that as per plan , we need to install oven and microwave. He backed out.Later From a national company installation team came and they explained me that the cabinets were not installed for Oven and Microwave separate installation.I reached Customer care manager to send layout and later we found that both layouts were not matched.I have attached all the email communications and Pictures from model house and our house.I want Builder to modify and install the oven brackets as they were delivered with Cabinets.Even Sales representative talked to construction manager and told me that Builder's ********* would cut those.I have attached those details in the emails as well.We were without Oven from last 10 months.2.When we on hot water in hallbath in second floor we hear droplet sounds in first floor ceiling.We have showed to **************** , Builder manager , But it was not fixed yet.

  Business Response

  Date: 07/27/2022

  We appreciate the customer making us aware of their concern. D.R. Horton does not install appliances that were not part of the home sales contract. Additionally, D.R. Horton does not provide modifications to fixtures to facilitate installation of appliances that were not included in the sales contract.

  Customer Answer

  Date: 07/27/2022

  Complaint: 17607763
  
  I am rejecting this response because:
  

  Hi,

  I want to make sure the Builder understood my complaint or not.

  I was not asking to install the appliances which I brought after house was closed.

  I was only saying the the cabinets were installed wrong, because I got that message from US national top installation company.

  When I contact Builder to send the exact layout, Customer care manager sent me one which differs what was installed in this house.

  I have attached the email conversation to this complaint.

  ------

  I did paste few details from the reply from the Builder here.

  ------------

  1. Received on June 21 , the reply below 

   

  "Attached is the cabinet layout, please note the cabinet installed in the home is the correct cabinet."

  --------

  2. Received reply on June 21 when I said the the layout which was sent in the email was not matching what was installed  in this house.

   

  "I understand there is a range hood, the range cabinet is removed with the hood option. The other cabinets are correct per the print that I provided.
  
  We will not be replacing the oven cabinet."

  ----------

  I replied as 

   

  Hi xxxx/yyyyy,
  I hope you had great July 4 - long weekend.
  
  
  From the layout whatever xxxxx sent, it was clearly evident that wrong cabinets were installed in this house.
  
  
  Can you please re-check and confirm on this ?
  
  
  Let me know to whom I need to contact in this case?
  
  
  Thanks,
  yyyyy

   

  --------

  I got reply from builder as 

   

  3.

  XXXX,
  
  The oven cabinet is correct. This is what was on the order, and the print. If this conflicted with what you planned on purchasing, this needed to be brought up prior to closing.
  
  The cabinet for the cooktop is correct. The cabinet in the picture is the standard cabinet for a countertop set cooktop.
  
  I sent the picture of the layout assuming the cabinets were 42 and that appears to be not what you have.  The rendering with the stove does not change the plan, the cabinets are still the same when referring to the oven. The only difference is the wall cabinet above the stove.
  
  Thank you,

  -----

  I hope this clears you what I was asking and what builder sent me. If you feel the correct cabinets were installed in this house, then send the me the correct layout which should match what was installed in this house. Otherwise please accept that they were installed as wrong. I hope I am making sense here.

   

  Regards,
  
  ******************* Marri

  Business Response

  Date: 08/01/2022

  The customer was provided with clarification from the cabinet company that the correct cabinet was installed in the home as well as their gourmet cabinet layout drawing showing that the cabinets installed in the home are correct. He was also provided an explanation on how the cabinet needs to be retrofitted to fit their appliances. This case is now closed.

• Initial Complaint

  Date:07/22/2022

  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 moved into our ************ subdivision June of 2022 after months of delays. We are having problems with all three of our appliances. One of the stove burners doesnt work ( The have come out three times already for the issue) and our dishwasher wont drain. We do not have shutters , houses that were built have shutters. We keep getting told They have been ordered that was a year ago. They came to level our back yard , now when it rains our water flows into our neighbors yard and they put dead grass down . Our balcony is wavy and not level.The tile in the shower has gaps, if water gets in , this will create mold and rot.

  Business Response

  Date: 07/22/2022

  We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and is actively working to address the matter.

• Initial Complaint

  Date:07/21/2022

  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.

  Plumbing issue, we had a pipe diaconnect because no glue/primer was used in the joint connection. I have video from the plumbing company letting me know what was wrong and showing me as they examine the pipe. Not only was nothing used to hold it together but it was just long enough to reach the edge of the other pipe. This is on top of already having a pipe break in the same exact spot exactly a year ago (outside our home on edge of our home and driveway). Last year our warranty covered since our home was less than two years old, now not covered in still less than 3 yrs old. I contacted DR ********************** warranty and they dont want to take responsibility for not something that just broke but for something that was not installed up to code. This was just a matter of time and it was going to happen sooner than later. Plumbing alone was $665 out water **** last month was $200 and this month should be double based on usage from the leak that happened overnight and flooded our right side lawn and caused a river running on our driveway overnight. In the picture (and again i have video) the guy is pointing to the connection saying you see how theres nothing purple like on the other side of this same connection? that tells you no glue/primer was used. Then he proceeded to detach with even having to use any strengh because the tipo barely reached.

  Business Response

  Date: 07/27/2022

  The mechanical systems in the customers home are covered by a **************** Mechanical Warranty. The Mechanical Warranty is provided directly to the customer by those mechanical contractors. To our knowledge the original plumbing contractor was not contacted nor afforded an opportunity to inspect the alleged defect before a repair was made. As such, we respectfully decline the customers request for a refund. 

  Customer Answer

  Date: 07/29/2022

  Complaint: 17601316
  
  I am rejecting this response because: The day of the issue I called the plumbing company that was referred by builder and they stated my warranty was no longer valid. With that in mind I was not going to hire a company that hs caused 2 issues in less than 3 years. Now I would be ok with paying for this if it was a broken pipe just from normal use but I am definitely not ok with paying for negligent installation that is not up to code. For all I know this was purposely done to create more woek for them in the future because it was only a matter of time that the pipes would detach since nothing was used to bond them. If i have to seek legal action I will as i am not the only reaident in this new neighborhood with the issue. DR ********************** has already been sued by our neighborhood for faulty pipe installation. Just negligence all around from DR ********************** and its hired contractors.
  
  Regards,
  
  *********************************

  Business Response

  Date: 07/31/2022

  The customers home originally closed escrow 10/28/2019. The warranty for mechanical issues, such as experienced by the homeowner expired 10/28/2021. We encourage our customers to continue to use the original mechanical contractors, beyond the **************** Mechanical Warranty provided by those mechanical contractors. We do understand that this is their home and they can choose to use whomever they so choose.When a homeowner uses the original mechanical contractor, if a concern or defect is noted during an out of warranty repair those contractors have the ability to provide our customers with additional support. As previously noted,we respectfully decline the customers request for a refund. 
  

  Customer Answer

  Date: 08/08/2022

  Complaint: 17601316
  
  I am rejecting this response because: It is generating more business to contractors hired by the builder who are negligent with thwir work, why would I want to hire the same company that is causing issues in our neighborhood. I am done trying to resolve this by just trying to get refunded for my expenses. I will now start legal action for their negligence and the pin this entirw issue has caused. Along with bringing light via social media to this negligent builder that doesnt take responsibility.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:07/21/2022

  Type:Sales and Advertising 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 believe DH Horton is creating delays with my closing to force me to go with their lender. We were due to close May 30, 2022. DH Horton is now saying closing will not take until August 16, ************************************************************************************************* The difference between those Buyers is they went with DH Hortons preferred lender. I have received several calls from DH Hortons preferred lender even though I have expressed to them that I have a lender. At this point, I feel that if I do not switch to DH Hortons lender they will continue to delay closing and cause me to lose the property. Financially, this has been an incredible strain and emotionally stressful.

  Business Response

  Date: 07/26/2022

  We appreciate the customer making us aware of their concern. The division management team is in communication with the customer and has fully answered all concerns.

  Customer Answer

  Date: 08/08/2022

  Complaint: 17606311
  
  I am rejecting this response because:

  Promises we're made but no actions occurred! I received a phone call and a closing date only for that to be changed yet again! I will be filing another complaint! 

  
  Regards,
  
  *************************

  Business Response

  Date: 08/16/2022

  We have reviewed the customers comments and our original response stands. We have nothing to add.

• Initial Complaint

  Date:07/21/2022

  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.

  I ask for help with the A/C problem, on 12/27/2021 on the 1st walk from the house the a/c was not working, the inspector was informed and they indicated that it would be fixed for the second walk on the 12th /30/2021, on that same date the unit was still damaged, the inspector was informed again and he same day and in order to have the delivery papers ready, the technicians repaired the unit but it was only a repair that did not fix the problem since In the month of February the unit started but stopped and the thermostat failed and it did not work until I called the technician, the diagnosis was a short circuit, he made a poor repair, since he only put together some cables with electric tape, then in the month of May, I called again for a technician to come, who showed up 2 days later since the unit was running but the cold air was not working, the person informed me that a pipe inside had been covered, they installed a pump in this unit that I did not know his fu and I asked the technician, he told me it was a pump to remove the water, I asked the man to tell me where the water outlet pipe was, I had seen it in the houses that are close to mine and why nowhere is the house has it and he informed me that the water was coming out of the roof, which I do not know, but only by logic gravity would not stop having my unit covered, I think the builder's engineering failed, 2 days later the unit presented again In fact, the fault was close to where the large fan (compressor) outside is and when it stopped it sounded very ugly, the technician came and there he informed me that I had to change a piece of a card that was damaged, they are already changing the piece and also changed the thermostat and they disconnected it from the *** device because according to him that is what is failing. I request the inspection of someone who I do not know about the company since they are unprofessional and unethical.

  Business Response

  Date: 07/28/2022

  We appreciate the customer making us aware of their concern. The **** had a defective defrost board which was replaced. We are working with the customer to ensure all warrantable items are properly resolved.

  Customer Answer

  Date: 08/02/2022

  Complaint: 17599806
  
  I am rejecting this response because:
  

  but I have been rejected on multiple occasions as I have tried to talk to the technicians to repair my unit and they have not come since, the problem is that they arent working with me to fix or solve my problem. In addition, my A/C unit does not have a drain. The technician, after looking around the house and not seeing it, told me that the drain was on the roof, which I do not believe. Another thing I don't understand is if the A/C unit notified me that it had not worked since the first day of the walkthrough, how is it possible that you have obtained the occupancy certification of a house that is not optimal for living, you are breaking the law state family welfare laws I have infants at home who cannot be exposed to outside temperatures I need not only the defrost card I need to check the water drain error since it is impossible for that drain to exist in the roof of the house I need a second opinion I ask that we look for other air conditioning technicians different from the company that has already visited me for an evaluation that can diagnose the problems and from there that the necessary repairs are made for my unit and if necessary change the unit well I also want you to do it because I don't understand why I should continue with a defective unit This is going to bring more problems Going forward, I understand that the air conditioner warranties are much longer than one year, but you, both on the first day and in this first year, must be responsible for all the expenses that this great accident is causing to a family. In ******* it is illegal to live in a home without air conditioning and you have illegally obtained occupancy certification and made me occupy this home from the first day from the first walkthrough where the home had not been closed, it is already united, it is failing in the second walkthrough I notified the same thing again and that's when they took action I don't understand again how the **** inspectors, the city inspectors didn't see this error I find the way you play with people's homes unethical and a bit corrupt that you build, that is why I must differ from you with the answer that you are giving, which is unwise and uninterested in helping my problem. I ask that a person from DR ********************** contact me directly, first, who can solve the problem for me. Otherwise, if I have to go to the **** or to the district attorney, I will go so that they can solve my problem.

   

  
  Regards,
  
  Ylia ***************************

  Business Response

  Date: 08/10/2022

  The division representative has reached out to the customer,however the customer was not available. The representative did leave a voicemail message and phone number requesting that the customer call her back.She will continue to try to make contact with the customer.