Complaints

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• Initial Complaint

  Date:10/30/2023

  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 have had multiple people come to my home to check my foundation. My living room floor is sinking. I have a 7 to 8 foot crack in my kitchen ceiling. There is a crack in my hallway ceiling. My shower wall is separating and cabinets are separating from the wall. My front yard is sunken in with **************** completely exposed from the ground. I just had an air conditioning repair my unit and the warranty company said that the coil does not match the unit that was installed with the house and will not reimburse charges that were spent for a new coil.

  Business Response

  Date: 10/30/2023

  The Engineering Evaluation report was written for *********************** (SHW) responding to a 10-year Major Structural Defect (MSD) claim filed by the Complainant.  The Engineering Evaluation report was written by Lighthouse Engineering for the exclusive use of *********************** (SHW).  I have attached both the Engineering Evaluation Report and the Warranty Documents.
  
  1.   The 10-year Major Structural Defect (MSD) Warranty does NOT pertain to non-load bearing components such as:  HVAC systems, cabinets, water spigots or the front yard.  The Complainant could read the Warranty Documents more closely, or contact ***********************, to better understand what is covered by the 10-year Major structural Defect (MSD) Warranty.

  2.  The Home was built in 2019.  There are still six (6) more years of warranty coverage.

  3.  Based on Engineering Elevation measurements and Calculations clearly shown on Pages 9 and 13 of the report, the living room of the *********************** is not sinking beyond the criteria of the Warranty Documents.  The allowable deflection and tilt of the foundation is 2.0 and 1.0% (respectively) and the *********************** has only 0.3 of deflection and only ****% tiling.  The total diselevation of the foundation is only 1.3 in 30 feet which is within the allowable construction tolerance for this type of construction.

  4.  The Engineering Evaluation Report acknowledges and documents the sheetrock cracking in the ceiling.  However, this cracking is not indicative of a Major Structural Defect (MSD).  This type of cracking is caused from the normal seasonal and thermodynamic movements of the framing for a home of this age.

  5.For the ****************** ************** does not require structural foundation repairs.  Foundation repairs are not recommended.  As reported in the Specific Recommendations and ******************** Maintenance Sections (pages 10 and 11),Continue to maintain a soils watering program around the perimeter.

  Customer Answer

  Date: 10/30/2023

  I am rejecting this response because:   I am rejecting this response because:   I have a 7ft crack that extends from the corner to entire back wall of my kitchen. The cabinets have separated from the wall and my shower tiles are separated in each corner. I have cracks in my brick outside and my entire front yard has sunken in exposing the water outlets. I have brought in dirt to try and level my yard.

  Business Response

  Date: 10/30/2023

  As stated in my original response:  Lighthouse Engineering wrote the report for the exclusive use of *********************** (SHW).  The Lighthouse Engineering service WAS PAID FOR by *********************** (SHW) - not the Complainant.  Lighthouse Engineering did not charge the Homeowner for this report.  There is no "offer in settlement" because the Homeowner DID NOT PAY Lighthouse Engineering.

  I am not aware of any fees charged to the Complainant from *********************** (SHW).  Perhaps the Complainant could demand an offer in settlement from *********************** (SHW).