Complaints

This profile includes complaints for Fox Custom Homes, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fox Custom Homes, Inc.

  5009 Pacific Hwy E Ste E Tacoma, WA 98424-2657

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  Fox Custom Homes, Inc.

  5009 Pacific Hwy E Ste 21 Fife, WA 98424

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:04/23/2024

  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.

  Refer to contract. Incomplete warranty repiars or things that were not done properly at the time of construction to begin with. Honor the warranty of the improper construction of our home as you have stated in person, in emails and in reference to signed contract, OR refund monies paid for these items so we can pay someone else for the proper repairs.

  Customer Answer

  Date: 05/17/2024

  List of repairs and covered warranty items submitted after walk-through upon move-in and that have not been repaired over a year later;

  - Upper bathroom exterior exhaust vent was never caulked

  -Dryer vent has been broken since installed... said they would come back and fix it and never did
  
  -Weather stripping at front double doors, air and light still coming through

  -Gaps, buckling and waving in siding
  
  - One unlevel section in flooring and squeaks in flooring throughout home
  

  - Shower pan in master bathroom "flexing" with movement, not properly supported? We don't know...

  We obtained an independent home inspection at the completion of our build since no one from Fox Homes came out to inspect or review any of these items, this report was also submitted to them in a timely manner and well within our warranty period.

  Business Response

  Date: 06/26/2024

  On 8/14/2023, the ****** home was inspected by True North Home Inspections. This is a direct quote from *****, the inspector: "This 2022 custom home was built with good craftsmanship and building materials, the overall condition of the house was great with a minimal amount of repairs compared to most one-year warranty walk-throughs that I see."
  The Lawsons came to us for help in FINISHING their home after they destroyed their relationship with their previous builder and went into litigation.
  Our Contract, signed by the Lawsons, explicitly states no warranty/guarantee for third party work pertaining specifically to the ******************* Wall, and moisture in the crawl space. See attachment.
  We did not handle any of the site work or excavation and did not pour the foundation, as these things were complete when we took over. We have photo evidence demonstrating significant flooding of the basement and crawl space due to improper site prep and inadequate drainage.
  We placed floor joists. The ******* hired their own flooring person who then proceeded to improperly install the floors without leveling. During our final walk through the ******* noted ZERO issues regarding flooring on the final punch list. They signed off. We had an engineer and inspectors check the house, no issues were found, and we passed all inspections.
  The ******* later contacted us regarding squeaking of the floors. We referred them back to their flooring installer and their excavator/site subcontractor. Our warranty does NOT cover work that was not done by a subcontractor hired by Fox Custom Homes. This was explained to the Lawsons repeatedly. We did, however, make an ******* attempt to help negate the squeaking. This was not successful enough for the Lawsons and they proceeded to badger us and try to get us to pay for or repair work that is not covered under our warranty. Due to the excavation/site/foundation flaws and resulting flooding that were NOT the responsibility of Fox Custom Homes, settling occurred which caused the squeaking to begin. The squeaking was compounded by an improper floor installation also NOT the responsibility of Fox Custom Homes because we had no hand in hiring the flooring installer.
  We experienced a loss of more than $80,000 on this project because of inflation due to the pandemic. Additionally, the Lawsons' inability to manage the subcontractors they hired caused harm and thousands more dollars in expense to us. We still tried to help with these issues that were never our fault to begin with. The Lawsons are angry because they were essentially fired by their first builder, and then decided to cut corners and hire their own subcontractors which did NOT sign subcontractor agreements with Fox Custom Homes. The Lawsons were a nightmare to work with, and frankly we can point to our thirty-year reputation:  We have NEVER had issues with homeowners as we did with these people. Everyone from our subcontractors right down the their lender understands where we are coming from regarding the Lawsons.
  We again implore the Lawsons to revisit their subcontractors who caused these issues through improper drainage and flooring installation. Fox Custom Homes has a solid reputation and gladly stands behind our warranty and we resolve issues IF THEY ARE OUR WARRANTY ISSUES.  The issues the Lawsons have experienced are not our responsibility to fix. We encourage the ******* to tell the real story when they decide to issue a complaint with the BBB or anyone else.