Complaints
This profile includes complaints for HiLine Homes's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/17/2023
Type:Order IssuesStatus: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 signed our contract for the Plan **** with HiLine in the ****** ** Office in September of 2022. At that time, we had made 1 visit prior for informational purposes with ***************, the sales rep who assisted us. She informed us of 2 ********************. 1.) HiLine had a 5% decrease in the Plan **** in August of 2022 and 2.) HiLine was running a Promo for $10,000 off upgrades for all contracts signed by end of month September 2022. Although we explained in detail our property was not fully ready to build (in the process of subdivison and utilities), we were encouraged to sign prior to month end to ensure the Promo was secured and that we could finish our property prep in the pre-construction phase (120 days). While signing the contract, we were informed that any additional Price Decreases for Plan **** that occurred prior to entering the construction phase would also be honored. On 1/6/2023, we were coming up close to our 120 day **** with a list of items to complete for the county to record the subdivision. I reached out via email to ***************************************, our construction manager, to relay concern for not meeting the 120 day **** and inquired about what would happen if we were unable to meet that deadline. In *********'s email back, she explained the 120 day timeframe was a Price Lock in which we were guaranteed the price could not increase but we would still be receiving any decreases to the price. Additionally, she explained that going beyond the *************************************************************************************** the same email correspondence, we inquired specifically about the Promo remaining intact with extending beyond the 120 Price Lock, to which the answer was yes, we were still going to keep our Promo along with any changes in Price. Although, the price decreased prior to us entering the construction phase but we are not being given the decrease. No one in the company will speak with us in regards to this. And no resolution is offered.Business Response
Date: 11/20/2023
****,
We are confused by your statement that no one in the company will speak with you regarding your request to get a discount on top of the promotion that you received. Your request for a second discount has been addressed by multiple employees, and you also had a meeting with our General Manager. We know that you do not like the answer you have received and because of this you are attempting different measures.
The promotion you received on your construction agreement states that the $10,000 option discount cannot be combined with any other promotion or discount. A price reduction is a discount.We understand that you would like to receive a secondary discount, however you are not *********** a second discount on your home.
HiLines goal is to build quality, affordable homes so that our customers will have a good equity position. For HiLine to accomplish this goal we keep our margins very low. I hope you and your family will enjoy your new home and any equity it provides.Customer Answer
Date: 11/24/2023
Complaint: 20885584
I am rejecting this response because: HiLine is not following their own sales model. Although we have asked several times, no one at the company will provide us with the date in which the home plan **** decreased in price. In addition, no one at the company will provide a glossary of terms in reference to the definition of a "discount" or "promo" in contrast to an overall change in product price. Additionally, we were told verbally by several employees we were eligible for the promo along with any additional price decreases. This was also confirmed this in writing via an email with our preconstruction manager on January 6, 2023 in full context of our contract specifically. Beyond confirming we were eligible for both the "promo" and any subsequent pricing changes, we were assured that HiLine would be the first to reach out should any pricing increases or decreases occurred. That was not the case and we caught the decrease on our own. Upon noticing the decrease, we reached out to receive the benefits owed to us if the decrease occurred prior to our footings being poured. It was only THEN that HiLine told us they would not honor a change in price due to our footings already being poured regardless of date in price change. At that time, we asked for a meeting with the *** ********************** who informed us at length that we were not privileged to "a bite of the apple" referring to the now increased profit margin HiLine is making on our home build. ********************** was extremely rude, unprofessional and only offered punishments to his own employees as resolution to the problem at hand. Although ********************** sates that his HiLine office phone was broken the day he called us, it is our belief that ********************** made this call to us on a blocked and private cellphone line to avoid the conversation being recorded for customer service/training purposes. Since our sour interaction with **********************, we have been told by several employees that we have spoken to that they are no longer able to assist us or able to provide us the date in which the home changed overall price. This includes the sales rep in the ****** office who told ** the only person who could provide us that info was her sales manager, ******************. When we asked for ********************** contact info, we were told they were not able to provide us that contact info but that he would reach out to us in regards to our concern. He never did. 2 emails were sent to the **** ************. Those also went unanswered. This is not a complaint about not liking the answer we are getting now. This is a absolute breach of contract on HiLine's side that was caught by a paying customer. And although we realize this could have been a simply oversight on several employees sides, the facts of the matter are that we were encouraged to sign our contract in haste to take full advantage of the promo along with the ongoing sales model that HiLine follows which is the price lock for 120 days with a guaranteed lowest price. Beyond the 120 days, the lowest price is still honored but the customer is also then subject to any increases that *** occur as well. There is no ambiguity in this.
Sincerely,
*******************Business Response
Date: 12/01/2023
****
Our continued explanation that you do not qualify for a second discount, markdown,reduction in cost, lower price, and or a deduction from our usual price is consistent with our contract document. We are not in breach of our contract,and we are following our sales model. At the time of this response, we have completed your home and you have taken possession of your home.
All your negative and personal attacks are simply an attempt to smear good long-term employees with the effort to accomplish a goal that you feel you are ***********. We apologize if any employee mistakenly conveyed incorrect information to you. However, any incorrect information that you may or may not have received from an employee does not supersede the contract you have read and signed.
This situation is unfortunate, and we are sorry that you feel the way you do. We truly do hope that you and your family enjoy your new home for years to come.Customer Answer
Date: 12/05/2023
Complaint: 20885584
I am rejecting this response because: At the time the complaint was submitted, we were forced to authorize the final payment under duress after threat of legal action against us including additional liens on our home, legal fees, additional interest, etc. In addition to this, after authorizing final payment, HiLine still refused to accept that final payment had been received furthering the threat of legal action although, we the borrowers had done everything in our power to do. It wasn't until just today we were notified that HiLine was finally acknowledging payment in full per their records. The employees of HiLine have been fantastic to deal with. Their leadership on the other hand is not. The employees are the face of your product, your brand and your promise but HiLine has allowed them to look life the fall guys in this case. Every single employee quoted the same promise but when it came time to make good on it, they were told that we were misinformed. We gave *************************** every acceptable option to make good on what the company quoted but he chose to respond with negativity, naivety and disdain for his employees and his customers. In addition, he offered to penalize his employees for their misrepresentation/misinformation to which we responded we were absolutely not seeking punishment for them and why would we be upset with them when obviously they had all been trained in the same way? We have the promise in writing for the discount IN ADDITION TO ANY PRICES CHANGES. That is the only acceptable agreement at this time.
Sincerely,
*******************Initial Complaint
Date:06/13/2023
Type:Service or Repair IssuesStatus: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 was going to build a house through hiline, but i purchased another house and my wife decided she liked the area better. so i had a friend looking to build and told him about the lot and plans and permits. i sold him the lot with the assumton he could build the home. I PAID HILINE OVER ****** TO RELEASE PLANS FOR 1 TIME BUILD. i went into there ********* office with my friend and asked them to put his name on release at time of payment. they told me that this would not be a problem and if there was just come back and they would add him. well there was a problem and now the lied about adding him. they are the worst builders in area. i paid almost ****** dollars to them and can not build the house.Customer Answer
Date: 06/15/2023
they have resolved the original complaint.Initial Complaint
Date:02/25/2023
Type:Service or Repair IssuesStatus: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 line homes is building me a house that is shotty. They have cut 40% of my 3 car garage's structural walls and they are trying to urry up and cover it up. I have a portion of my garage roof is caving down they went and put something up that not even the kitsap county inspector knew what it was. They completely forgot a wall in my house. They left my house un protected for 2 1/2 months and my walls were so warped they cut in the structure and replaced osb walls and now they are hurting up to cover up everything. They also put in the wrong hurricane straps and was told it needed to be fixed and then reinspected and they covered it up before it could be reinspected. My project manager stole wood from my not even started project my wood had just arrived 4 hour before my project manager showed up telling me he was stealing some wood from me to finish someone else's house and he wood bring it back if we needed to finish but if not the don't worry about it. I have a video of that incident and I have pictures of all the bad things on the house. There is also black and white mold in my house and they want to just put my drywall up when my house has a moisture % of about 90. It's gonna take months to dry it out all the way but I'm supposed to pick out my flooring this coming week. I need someone to come out and inspect my house please soon. I sent all my pictures to ************************************************** and I have video of my project manager steeling from me but I couldn't get them to send.Business Response
Date: 03/06/2023
******,
Thank you for reaching out with your concerns. Our Construction Manager contacted you directly and arranged a site visit with you on 3/8/2023 to go over all your concerns in person. If you need to reach us quicker in the future you are welcome to call or email us at: ************************************Customer Answer
Date: 03/09/2023
Complaint: 18903251
I am rejecting this response because: they came out and looked around at all the problems. Then they told me they need to talk back at the office but still didn't give me a time frame on when they would call me or when I would know what the resolution is.
Sincerely,
***********************Business Response
Date: 03/14/2023
******, we will be in touch shortly.Customer Answer
Date: 03/16/2023
Complaint: 18903251
I am rejecting this response because: we are still in the process of talking about everything that's wrong and we are still talking about a solution.
Sincerely,
***********************Business Response
Date: 03/21/2023
We appreciate your open dialogue *************Customer Answer
Date: 03/24/2023
Complaint: 18903251
I am rejecting this response because: we still have no resolution on the roof. It's still in discussion on what to do for it. I still haven't been told anything yet.
Sincerely,
***********************Business Response
Date: 03/31/2023
******,
We will have our Regional Manager contact you today. If you need to reach our main office in the future please email us directly at *********************************** for a quicker response.
Initial Complaint
Date:02/23/2023
Type:Product IssuesStatus: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.
Hi line homes took a deposit for $2500 for a home build. They kept the money but cut off contact with me.Business Response
Date: 03/01/2023
******,
We are sorry about the misunderstanding. Our General Manager will be contacting you shortly. If you need to contact us in the future a quicker way is this email address: ***********************************
Customer Answer
Date: 03/06/2023
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.
Sincerely,
*************************Initial Complaint
Date:01/20/2023
Type:Service or Repair IssuesStatus: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.
On November 1, 2022, I signed the Walk-*************** Punch List for final construction of my home. Items to be completed: seal vent by heat pump, stand for hot water heater, skylights removal of overspray texture and taping, front door weather striping replaced, wrong interior doors switched out, tile next tp refer cabinet fixed, and replace one missing garage remote. Punch List asks for ample time to complete tasks on list. I waited over 30 days for these items to be completed. After repeated inquires were ignored, I began doing the work myself. This delay was NOT because of any supply issues or labor shortages. I doubt that there was ever any intent to complete the list because HiLine Homes was banking of the fact that I would give up and move in. They claim that once the owner moves in, they are released from obligation to complete the Punch List. We shall see about that. 30 days is ample time to complete any task. This waiting period of over 30 days also violates the *************************************************************************************** court. I was told the missing garage remote was going to be delivered last Monday. It was not! This company has made promise after promise during the construction and has hardly ever lived up to any of them. "If one cannot deliver, don't make promises!" HiLine should have completed this Punch List immediately. Most , if not, all tasks could have been finished in a few days by the project manager. I still need skylights cleaned and I need to receive the contracted missing remote now! If I have to get the work completed myself you can be sure I will be submitting the bill to HiLine Homes. It is too bad that they show no integrety in doing a job well done and cling to excuses that are completely within their control to finish a job correctly.Business Response
Date: 02/02/2023
****,
We are sorry for the frustration you have had during the build process. We know your Project Manager has been in communication with you and understand most of the punch list has been completed now, but you are still waiting on some windows screens. We will get these to you as soon as we can. We also completed the build time review and will get that compensation to you soon if you haven't received it already. We are sorry for the delay in response on this site. A quicker way to reach us if you need to in the future is ***********************************.
Customer Answer
Date: 02/09/2023
To Whom It May ***************** is the first day that I have received any correspondence from the BBB. With a seven day response period, it was impossible to respond before Hiline Homes has been in contact with me and is currently working on rectifying the issue. It is too bad that the process had to proceed through this avenue, but the communication from the company to myself has been exemplary since they have addressed my concerns. I am pleased with the response and I believe that Hiline Homes will improve their service to others who chose to employ their services. Thank you.
**********************************Initial Complaint
Date:01/14/2023
Type:Service or Repair IssuesStatus: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 built our home with Hiline homes in 2014. When we did our initial walk through of our home and noted the things that needed fixing, our designated agent talked us out of several things that needed fixing, saying it would delay our move in date that had already been extended multiple times. Which should have been our first red flag.Fall of 2021 the vents in our home began leaking anytime it rained, or condensation would build up. We contacted hiline homes, and the response was to find someone to fix it and then we can submit the receipt to them for reimbursement. Which we did and never heard anything back. We replaced our carpet in the home in the summer of 2022, and confirmed our suspicion that they did not install the upgraded carpet pad we paid for despite them insuring us that they did. Our roof began leaking in December of 2022. Despite Hilines home *************** and promise to stand behind any work they do, they will not respond to written letters, phone calls or emails to rectify the issue at hand. We have had our roof evaluated by professionals and entire roof now must be replaced due to cutting corners when the roof was installed.Business Response
Date: 01/25/2023
We have reached out to ****** directly and our Regional Manager is planning to meet at her home.Customer Answer
Date: 03/19/2023
We would like to reopen this complaint. The company came out to assess our roof, told us theyve never seen anything like this, and would get back to us in regards to what next steps will be taken and we have heard zero response back from Hiline homes, Ive placed three phone calls to the regional manager who came out and he has not returned any of my calls.
Thank you,
*******************************
Sent from my iPhone
Business Response
Date: 03/27/2023
******,
Thank you for the message. Our General Manager has tried to reach you multiple times. The earliest being a voicemail he left at your number on March 3rd. More recently he has tried Chriss number but his voicemail was full. Can one of you please call him back at ***********************.
If you are sending a message a quicker way to reach us is at the email ************************************ If you would like to send an email to us regarding the best time and number to reach you at this may expedite getting in touch with you.
Customer Answer
Date: 03/30/2023
Complaint: 18813593
I am rejecting this response because:
Neither my husband nor I have received any phone calls from Hiline homes. I have no messages and my husbands voicemail is never full. I can provide phone records to prove this. Id appreciate an actual phone call.
Sincerely,
***************************Customer Answer
Date: 04/03/2023
We made several attempts to contact Hiline with the given number for the regional manager for our area, and the guy who came out with the roofer on Jan 25th. We called a total of 7 times with no response. Finally today 04.03.23 **** called and spoke with my husband, after we called and left two messages for him to call us back, every time I reach out to Hiline they end up calling my husband back and not me, my suspicion is because I'm a woman, and they don't think I know what I'm talking about. He proceeds to tell us that he has the roofers report and the roofer said that the leaking is coming from the valley's of the roof and it's due to inadequate cleaning of our roof. Despite the fact that we told them we regularly clean our roof, and no debris sits on the roof for longer than a week or two. According to **** with Hiline homes, yes the Valleys were clean when they came out to inspect, but that doesn't mean we didn't let it build up before they came, although we were specifically told by the roofer when he was out that the leaking isn't coming from the Valley's! He told us he had never seen anything like this before and that he would need to consult others who were more of an expert in this field to see what is going on, yet again, according to **** the roofers report was completed by Jan 26th, just one days after they were out to inspect the roof, yet we never got a phone call or a message from Hiline. Also, there is water damage/leaking on the backside of the roof where there are no Valley's, however when this was brought up we were told that he can't explain that but the roofer has no reason to lie to him. He advised us our next steps would be to contact the shingle company and send them one of the shingles off our roof or file a claim with our insurance company to get our roof replaced. Our roof is 8 years old and should not be in this condition, let alone exposing our family to mold, a huge health hazard. I called **** and left a message today04.03 @ 12:20pm to request a copy of the roofers report and photos that were taken during that visit. I guess our next step would be to take legal action.Business Response
Date: 04/14/2023
******,
As you are aware our General Manager has been in contact with you to provide the information you requested.
Initial Complaint
Date:11/22/2022
Type:Service or Repair IssuesStatus: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.
Hiline Homes has been incapable of completing my home in a timely manner, which was the main reason I hired them in the spring of 2021. They seem to manufacture excuses & incorrectly use legal terms described in their contract. They promise a 6 month build time with a $2,000 penalty that's self imposed & goes directly to the homeowner. They've never pay it to anyone of the homeowners I spoke with that experienced the same issue. The reason they refused to pay my $2,000 is that the build time which is now spanning from 2021 & likely into 2023 is my fault. At one point there was water under the house for several weeks. This occurred only after the 6 month promised build time had already lapsed. The issue with the water also could have been remedied if they had simply analyzed the foundation areas & requested additional backfill. After the issue was remedied they couldn't continue as the cabinet order was damaged. This issue was brought to their attention the 1st day when the order arrived 4 months earlier. The house sat for months at a time without significant or any progress at all. This occurred so frequently that last month the county was just hours away from voiding my permits completely. With many weeks of asking for updates & nearly 2 months passing after remedying the water issue I asked where their contractor was they told me their finish contractor wasn't available for 6 months. I discussed an alternative by hiring another installer which they agreed to. I hired a contractor they had just taken a bid from. They refused to pay him even a min wage rate for the job & claimed he wasn't licensed. Through my investigation & contacting the *** they defiantly confirmed that he was fully insured with an active license. I paid him directly for the cabinet repair and trim, which I was never fully reimbursed. Hi-Line asked me to hire a garage door company& masonry. They refuse to reimburse me.They instructed their accountant to pay me, but now refuse to. I've paid 100%Business Response
Date: 11/28/2022
Hello *****,
We are sorry that you have had frustrations throughout the building process.Over the last couple of years there have been labor & product shortages which have caused delays in the building industry. We continue to navigate through this in the effort to keep your home moving forward.
Looking at our records it shows that we have your signed change order for the credit on: the garage overhead door,cabinets, interior trim, and door installation. This has been processed and you have been credited for these items.
We also have your signed change order on the credit for removing the masonry. This is in process, and you should be receiving your check shortly.
The item that is currently outstanding for us to complete is tile backsplash, which has been scheduled. After this is done, we will do a Build-Time Review and let you know about the $100/day compensation.
Our goal is for all our customers to have a pleasant building experience and we are sorry this has not been the case for you.Initial Complaint
Date:11/12/2022
Type:Service or Repair IssuesStatus: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 signed a construction agreement on 2/2/2018 with HiLines to have our house built. Certificate of Occupancy was granted 4/19/2019. We recently experienced failure of a recessed, LED light in our kitchen ceiling. When turned on, the light is initially off, then dim, then goes bright after a minute or so. Per the attached file includes the HiLine Homes 10-5-1 Warranty, lighting is covered for 5 years. Despite the warranty clearly stating this fact, HiLine Homes is failing to cover this warranty item and insists the warranty is a manufacturers warranty. As resolution, we simply want the failed light assembly covered under the 10-5-1 HiLine Homes warranty.Business Response
Date: 11/15/2022
Hi *****, thank you for bringing this to our attention. Our General Manager will contact you soon.Initial Complaint
Date:11/12/2022
Type:Service or Repair IssuesStatus: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.
Please reference the attached Word document. Problem greater than **** words. Thanks!Business Response
Date: 11/15/2022
Hi *****, thank you for bringing this to our attention. Our General Manager will be in contact with you soon.
Initial Complaint
Date:11/11/2022
Type:Service or Repair IssuesStatus: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 hired Hiline Homes back in July 2021. We started preconstruction in October 2021. Hiline started with its foundation in February 2022. We had a goal time from Hiline to be in by July/August 2022. It is now November 2022 and we are still waiting for them to get their act together and supply us with a finished product. We are going to start the process of paying $100 a day once we pass 11/28/22 in penalty fees from our lender because our project manager specifically contacted our lending manager providing dates to be done by in order to lock in interest rates since they are increasing drastically. He gave the lending company the date of 10/31/22 but decided to push it out a month just in case. . Surprise, Surprise we are still waiting. Final plumbing still needs to be complete but the plumbers are now ghosting everyone, at least that is what we are being told. Final trim is still not complete and we are missing vinyl flooring in one bathroom that has still not been done and its been 2 weeks since the first vinyl was started. Oh did I mention that our Heat pump that is supposed to be installed in order to get our occupancy approved is also not accounted for and no one knows where it is. So do I think we are going to be penalized and start paying daily $100 fees absolutely and I hope Hiline expects to pay us back for that. It is not our fault that they cannot manage a home build like they say they can and promise to do. We have reached out to the general manager with no help, to the 2 project managers that we have had over the course of the home build and no one seems to have an answer they can hold to and commit. I am in tears almost daily with the stress this is giving me and my wonderful husband and kids are trying to be positive but finding it hard since our Christmas might be affected now.Business Response
Date: 11/15/2022
Hi ******, we are sorry for the stress this has put on you and your family. We want to finish your home as soon as possible. We understand more progress was made over the weekend and more is scheduled for the coming week. Your Project Manager will keep you posted on the status of this. There have been unprecedented product shortages and supply chain delays affecting building across the country and beyond that started during the pandemic and some are still ongoing. We try to anticipate these and mitigate them as best we can.
The struggle with getting heat pumps was amplified with the new **************** energy code implemented during the pandemic. The code requires an 11 HSPF rating which has created a significant shortages from manufacturers. Unfortunately, our installer continues to wait for your heat pump unit to arrive, but are ready to install it as soon as it does. Some jurisdictions, recognizing the scope of this challenge, have allowed temporary occupancy as long as there is another heat source for the home, such as the furnace.
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