Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought our house almost 2 years ago. We have began to have garage door issues where the door just goes up and down a million times. Brookfield says its not covered under warranty, but with further inspection we found its most likely due to installation error and not an easily fixable issue. Id like to know why Brookfield is brushing us off. We are new homeowners, theyre a billion dollar company. Dont leave people with fixes that shouldve been addressed upon home construction.

  Business response

  12/18/2024

  This home closed escrow in March of 2023 and their 1 Year Fit and Finish expired in March of this year.
  

  Our ************* Representative received a call last Friday 12/13 afternoon. He went over to assist them and discovered that the garage door was working but occasionally beeping. When you look at the list of error codes it shows that this is simply a warning to replace your battery.
  
  We are going to order and replace this battery as a courtesy;this is out of warranty by 6 months.

  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is too many complaints to list I will discuss the latest. Please review the portal I filled everyday for 1year. My problem I really need help with is my flooring. I paid 16 thousand to upgrade. We have lived here 2years and its coming up. *** reached out to *** at contract floors in *********. He came over with ****************** was from manufacture. They no longer have the lvp and said its not either of their faults. Im pleading for help. I moved in with no shower doors or mirrors, raw wood in window sill, no microwave vent, no heat, hot water in back yard and so much more. How did this house pas inspection? My address is in ******* park. Thank you for your time.

  Business response

  03/29/2024

  We here at Brookfield place the highest priority on Customer Experience and strive to create customers for life. While we believe we delivered an excellent home, we do recognize some items within our homes will require follow-up work which is why Brookfield Residential provides a 1 Year Fit and Finish warranty.
  
  Yes there are warranty requests in the portal and they were all completed and signed off by the homeowner. This home closed escrow on 12/27/2021 and the One Year warranty expired on 12/27/2022. Our Brookfield Residential team delivered this home with no damage to the floors.
  
  We create a list of any deficiencies the day of the New Home Orientation and there is no mention of this damaged floor. I have personally been in this home with our ************* representative and our Superintendent.The floors were beautiful.
  
  
  There is only (1) warranty request related to LVP in our request portal for a gap in the end joint at the entry to the home which we fixed and this was signed off by the homeowner. WO# ******** Order Date 10/31/2022.
  
  
  ******************* reached out to our contractor in September of 2023 stating an LVP problem at the Great Room. This is 9 months after her 1 year warranty expired. There were about seven more communications to follow including two inspections from the contractor. The owner of the flooring company and the manufacturer representative inspected the home. Upon inspection, the conclusion is that these damages were caused by a rolling load or very heavy traffic after the warranty period.
  
  We sincerely appreciate all of our customers concerns.
  
  If the BBB has any further inquiries to this Consumer Complaint please dont hesitate to request further documentation supporting our response.
  
  Sincerely,
  Troy ****
  Director, Customer Care
  
  

  Customer response

  03/30/2024

   
  Complaint: 21459408
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  04/03/2024

  ***************** from Brookfield homes was unexceptionable! He stated he came to my house during my first year here. That is because I called him to come out for help. ************ was correct about some repairs being done the first year. That came after we were completely moved in. I had to move everything for work and had repair men here daily. My concern now is the floor. I have to keep a rug over the area so my great granddaughter who is crawling is not injured from the lifting floor. Im asking for someone to except responsibility and repair my floor! Someone here in ******* park posted having lvp problem, Im in the process of contacting someone on neighborhood watch who is also having lvp problem with no help from Brookfield homes. 

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into our new house in March 2022. Over the span of one year we have had to address multiple issues with Brookfield and fight to get the issues resolved. Our lives have been continuously disrupted with subcontractors coming in and out of our home. Sometimes leaving a mess. We have to take time off work to address issues and point out where things are faulty. Below are a list of some items that were wrong with taking delivery of the house.1. MOLD - sprinkler system was leaking 2. Water Heater did not work for weeks - Complained multiple times and they finally got a plumber to reinstall the water heater.3. Cabinetry - numerous dings, scratches, uneven installation of panels, some panels installed had shoe marks and other dirt. Hardware was completely dinged up. 4. Drywall - Finish was poor and you could see the seams throughout the house. We had to have them redo a majority of the house which took days and inconvenienced us. 5. Back Patio sliding door was installed incorrectly - They did not fit it properly into the frame and the door would not open. They had to take off the entire door and cut out a portion of the housing frame so the new door could fit. Why was it just shoved in to the frame in the first place?6. Multiple glass windows and sliding doors had scratches everywhere. This took them over a year to address with a window company that finally installed new windows after one year of complaints.7. Countertops were scratched up. Kitchen Island had to be replaced because they installed it with a foggy corner that they could not clear up. Next time, please install products that are not already damaged.Other countless issues that we have had to deal with and now they are claiming the cabinetry is in perfect order and to take delivery of it. They are claiming fit and finish within 14 days of taking delivery of the house but we notified them well before we even took delivery of the house that the cabinetry was subpar.

  Business response

  04/21/2023

  We here at Brookfield place the highest priority on Customer Experience and strive to create customers for life. While we believe we delivered an excellent home, we do recognize some items within our homes will require follow-up work which is why Brookfield Residential provides a 1 Year Fit and Finish warranty. It is our goal to complete these warrantable items in a timely manner. Over the past 3 years our industry and many others worldwide were faced with unprecedented labor and material supply constraints. These constraints created many delays outside of our control with manufacturing facilities needing to shut down, shipping container congestion within ports worldwide delaying shipment of manufactured products coming in from overseas, and mandated CDC guidelines we needed to follow to ensure we met all health and safety guidelines. We understand that these delays create frustrations. We took a proactive approach and communicated regularly to all of our home owners. We informed everyone that our team was working diligently to increase the capacity of our internal and external suppliers. We also ordered all material early and forecasted material supply constraints to the best of our ability.  Although there were timing delays, Brookfield is confident that we met and exceeded all of our warranty obligations within the industry standards filed in Consumer Complaint #********. We sincerely appreciate all of our customers concerns. 

  Customer response

  04/24/2023

   
  Complaint: 19950712
  
  I am rejecting this response because: The cabinets still have ding marks on some door/areas and the hardware has still not been replaced.  I get that there are issues with COVID when the house was being built but COVID is over so the builder should rectify all problems and not try to wipe their hands clean by saying it is done.  See pictures attached.  The subcontractor kept bringing pieces that were either damaged or marked up already and installing them.  So we had to continue to tell them to replace these pieces since they were not satisfactory.
  
  Sincerely,
  
  *********************************

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