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:06/29/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 this company to build a house with an attached ADU both of which I was planning to rent. I made this clear from the day I walked into their office that I was not building a home for my residence but for a rental. In planning the home, they even said things like, "Since this is a rental, youmay want to upgrade from laminate flooring to vinyl as it will be more durable." When we did the final walk through, the project coordinator said not to worry about any finding every problem because it would all be covered under the warranty. The house was completed in November, due to the holidays, etc it wasn't rented for several months. Once it was, my tenants noted some issues which I asked the builder to remedy. I was then told the warranty didn't apply if the dwelling was rented. Quoting their email: "We have inclusion in our contract with all owners we build homes for that decide to use as a rental dwelling, that when used as rental income we do not cover with the normal warranty" They mis-represented this and now are not standing by their work. The contract saysthe warranty is not transferable (which I thought meant if I sold the house to someone else--not that I wouldn't be allowed to use the warranty if the home were rented.

  Business Response

  Date: 07/10/2023

  We have fixed a smoke detector and a doorbell chime that was buzzing. We were notified that the fans were not shutting off and that the tenant was having issues with the hot water tank. Below is correspondence from the tenant to us that they were satisfied after someone from our office explained to them how they both worked.

  We believe that this complaint is regarding a towel ring that was ripped out of the wall. This would not be covered under any warranty regardless of who was living in the house. We can see from the picture that it was installed correctly and that something either too heavy or someone pulled on it too strong causing the damage. We offered to schedule someone to fix it and that homeowner would pay them directly.

  We have tried to call **** to see if there is a different issue that we are not aware of but have not received a response.

   

  From: **************
  Sent: Monday, June 5, 2023 11:06 AM
  To: *** Winter
  Cc: ***********************; **** Winter
  Subject: Re: **** ****
  
  Hi *** - About the bathroom fans, we received this note from *******: "...but due to houses being air sealed now and for air/moisture flow/regulation, some houses require a fan that does not turn off, or are on circulating internal timers so it may seem like the switch is not working but thats because it cant be turned off at that time."
  
  If that's the case, I understand what's going on now. Also,once I cycled the hot water tank to electrical mode, and it defaulted to hybrid mode after 48 hours, it hasn't been running all the time like before. It seems like it's OK now. The reason I brought both of these items up was about wear on the fans themselves and the energy costs.
  
  If you still think it's worth coming out, how about noon tomorrow?
  
  Cheers,
  
  *****
  
  On Mon, Jun 5, 2023 at 8:48?AM *** Winter <************************************************************************>wrote:
  ***** please let me know when would be a good time to look at fans, I can usually arrange some time during the week between 8am and 2pm
   Thanks, ***
  
  
  

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20255465
  
  I am rejecting this response because:

  I am awaiting a written response from **** Winter at Lexar stating what he will be honoring in terms of warranty.  He has said that "wear and tear" is not covered in a rental.  I am unsure what this means as the problem occurred on the first day the house was occupied. Until I have something in writing assuring me the house is still under warranty, I cannot consider this resolved.

  
  Sincerely,
  
  ***********************