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:12/12/2024

  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.

  Built a house in 2018. Had issues ever since. Within the last 2 years our basement has flooded multiple times. Ruined our finished side. Smells like mold. Flooring should be ripped up and replaced due to water damage per a professional company. Tried working with the builder several times. Nothing is their fault. Windows leak. Right now I have sitting water on my windows. Drywall around windows is moldy and rotted. Feel air leak thru all windows in the house. Had a professional come to the house to confirm that our house has leaks around every window and air is coming in. Fire door between laundry room and garage has a gap. You can see the light thru the door. You can feel the breeze. How this passed inspection is beyond me. Builder has attempted to fix it multiple times and has ruined more and more every time making it worse. Sprayed black paint all over our unfinished side of the basement which was not approved. Spilled all over the floor and walls. I have pictures and documentation to back up all of the issues. All I want is to hire a company to fix the issues we have and have our builder pay for it. I dont think it is fair to have to pay for a brand new house and have so many big issues that I should spend 10s of thousands of dollars to fix. There has to be justice for the people who spend so much money and cant afford to basically build again.

  

  Business Response

  Date: 12/16/2024

  Thank you for the opportunity to respond to the customer complaints.
  

  In response to the basement flooding. The home was occupied on November 1, 2018. The first, and only time, time we were notified of basement flooding was via text on Saturday, March 9, 2024. Over 5 years later. On Saturday, March 9, 2024, when we were notified, we went to the property to see if we could figure out what the problem was. The water was ground water seeping up from the floor caused by hydrostatic pressure from an incredibly wet spring. We arranged for a plumber to check the sump pump to make sure it was functioning properly. The basement never had any issues or leaks for the first 5 years until that day. We showed up at the house and never walked away from the issue even though it was 4 years past their warranty.
  

  In response to the window leaking.The windows are Pella Encompass Double hung vinyl windows and were installed by per the manufactures specifications and sealed outside using the Tyvek house wrap system which was installed by Tyvek Certified installers. They are also sealed on the inside using spray foam insulation prior to being finished by drywall or wood trim. If there is a professional report stating that they were installed wrong,we would like to know who the professionals were and see the full report as to how they concluded that the windows were installed incorrectly.
  

  In response to the house to garage fire door. We have sent a professional ********* with over 20 years of experience back multiple times to adjust the door. The most recent was in April 11, 2024. 4 years after their warranty expired. The ********* showed me pictures of cracks in the frame that are consistent with the heavy fire door being slammed a few too many times over the course of almost 6 years. We offered to give him a price on replacing the door frame. Again, we never walked away from the issue even though it was 4 years past their warranty.
  

  In response to us spraying black paint all over the unfinished side of the basement. The contract called for us to finish the ceiling portion of the finished basement in a black industrial look, meaning that the ceiling framing members and mechanicals would be exposed and all finished in black. We contracted *************** to finish the ceiling with a black dryfall product to create the look that was requested. GAP misunderstood that only the finished portion of the basement was to be done and applied the dryfall product in the entire basement ceiling including the unfinished area. We recognized and took responsibility for the mistake. It was discussed and agreed upon with the customer that to rectify the problem, we painted the ceiling in the unfinished area white and painted the unfinished walls with white Drylock to cover all the black dryfall product the was applied where it shouldnt have been. This correction was done prior to occupancy 6 years ago and nothing was left black hat wasnt supposed to be.
  

  The home came with a standard 1-year warranty that expired on November 1, 2019, yet we have been back to the home repeatedly over the last 6 years to address any concerns that the customer had. The most recent was this last spring in April, 5 years after the warranty expired. We have never walked away from this job and went beyond the terms of all warranties provided on the home.