Complaints

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• Initial Complaint

  Date:06/04/2024

  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.

  Sundance Design Build LLC built our new home and we closed on 6/1/2023. In addition to that, Sundance provides a one year warranty that covers any structural defects and mechanical component issues that may arise or be discovered throughout the year of dwelling in the property. We did our due diligence and got a second home inspection before the end of this 1 year warranty period to make sure there are no further structural or mechanical issues. The inspector found several defects that we requested be addressed by Sundance. All of these requests have been explicitly denied by Sundance, who stated that they are “cosmetic flaws” and that “we do not intend to return to maintain your home.” This was only after many weeks of reminder emails. The communication has been sparse and tense and frankly, unprofessional. We have also now spoken with three additional professionals: another contractor, a builder, and the subcontractor, who all agree that these issues are not simply cosmetic, as the builder claims. Upon inspection, they have been appalled by the work completed by Sundance Design Build LLC. Moreover, it has been brought to our attention that one of the main issues we’d like to be addressed by Sundance, the issue with our primary bathroom tub, was disclosed to them (by the subcontractor who installed it) BEFORE he began building it. ***** ****** still chose to move forward knowing it would be an issue. "The contractor that built that house was informed that would be an issue." We have this in writing, along with the words "hodge podge" and "design flaw." When this issue with the tub was brought to his attention on our initial home inspection report before closing, he simply responded with "water will not pool here." We trusted him. When it was brought up on our second home inspection, after we’ve experienced pooling, still water that remains for weeks, he called it cosmetic and is refusing to fix it. This is a huge breach of professionalism and trust.

  

  Business Response

  Date: 06/11/2024

  Each contract we accept, including Mr. ********** home, entails a home inspection by a third-party home inspector, a blue tape inspection (which checks for any cosmetic repair requests), a certificate of occupancy inspection by the city, and a final walkthrough inspection with the homebuyer and their agent.Once each of the aforementioned stages is completed, Sundance reviews and responds to each request from the homebuyer. Before closing on their home, all of their requests and responses were reviewed and accepted by the purchaser.At the time of purchase, this home came with Virginia’s implied warranty and our one-year warranty, covering the structural issues outlined in the implied warranty, as well as any mechanical, electrical, or plumbing systems that may fail. All items, including the bathtub and any other plumbing fixtures, were installed according to the manufacturer’s recommendations. We pay more for the best subcontractors in the area and coordinate with them directly to ensure that our standard of quality is met. We never received communication from any of our subcontractors working on this home indicating that they installed anything 'incorrectly.'Sundance did not agree to fulfill requests for a second home inspection. The home inspector they chose to re-inspect the second time completed the initial inspection, and none of the items on the second list appeared in the first contracted inspection. The homeowners' complaints are not covered under our agreed upon structural warranty.