Complaints

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired New Homes Construction (NHC) in midsummer 2021 to work on my home. New windows, gutters, prep and painting the exterior. There was an acceptable pandemic delayed delivery of the new windows. Unfortunately they are the wrong size, and at least 1 is broken and 1 is missing a screen. The 1st installer sent by NHC mentioned the windows size and complications involved in installing due to extra trim work. The 2nd installer was unable to do the work as well and quit or was let go and did not return after 2 days. The gutter people came in and put in the vertical gutter, prior to painting. Curry, the NHC owner was to put in the downspouts. Curry now was to put in and fix up the windows. He came on an infrequent, sporadic schedule on Saturday or Sunday afternoon and would stay a few hours do part of a window and leave. I have a number of partially installed windows, a number of new windows stacked up in my living room, old windows leaning on the side of my house, construction trash laying about the house and yard. This is now almost September of 2022, more than a year later and I just received an email that Curry NHC was quitting due to emotional and physical fatigue. In order to get someone to come in and fix his mess will be expensive, lots of extra work due to the windows being measured and ordered incorrectly.

  Business response

  08/31/2022

  Response to case #********.
  

  
  

  Tuesday, August 30, 2022
  Re: Response to repair issue
  Dear **** *******,
  
  We received your repair issue complaint. In the letter, you mentioned the windows, downspouts,
  and trim work. We understand the incomplete work can be an inconvenience for you.
  We were asked to remove the old and install new windows, remove of the old and install new
  gutters, and paint the exterior of the home. Once a decision was made on the windows, it was
  well into the winter season. It was decided to resume in the spring. The customer chose to store
  the windows on their property, which were in perfect condition when initially stored.
  The old gutters have been removed and new ones installed. These have been paid for by the
  company. 8/16 of the windows have been removed and new ones installed. Painting prep
  included the removal of a large amount of damaged facial board and new facial board installed.
  Some of the above details were never included in the initial estimate and have been paid for on
  the company’s expense. Additional workers were hired to complete the work in a quicker time
  frame per the customer’s request. They were asked to stop the first day they started and
  requested Curry complete the job.
  Due to the customers requested time frame, the additional materials to complete the extra details
  never initially agreed upon, and the unwillingness to pay additional money to cover the costs of
  material or anyone’s time, the job has done everything it can to fulfill its duty.
  
  New Homes Construction, Inc.

  Customer response

  09/12/2022

  Dear Mr. ********:

  
  

  This letter is in reference to my complaint against New Homes Construction, Inc. assigned to ********. I will respond to the company’s response to my complaint. I will address each of the owner’s statements.

  
  

  Here is the company’s response to the Better Business Bureau dated August 30, 2022, broken down line by line: followed by my comments written in bold type. Please note that my major complaint and the root of the problem is that New Homes Construction measured incorrectly and ordered the windows based on wrong measurements. 

  
  
  

  Dear **** *******,

  
  

  We received your repair issue complaint. In the letter, you mentioned the windows, downspouts,

  and trim work. We understand the incomplete work can be an inconvenience for you.

  
  

  We were asked to remove the old and install new windows, remove of the old and install new

  gutters, and paint the exterior of the home.

   

  On 5/29/2021 New Homes Construction bid for the job including window replacement in the entire house excluding the basement. Materials included in quote (10,500.00). Painting entire house, replacing damage, replacing window trim. Paint and material included ($8500.00). Replace two drywall sections on ceiling, material included ($500) Total bid for $19, 500.00 was accepted. New Homes Construction presented window options and I paid $7000.00 on 8/31/2021.

  
  

  Once a decision was made on the windows, it was well into the winter season.

   

  This information is not entirely accurate.  The decision to order and pay for the windows was made in the late summer, however there were delays on the part of the manufacturer and **** ***** did not receive the windows until November 29, 2021. Therefore, installation was set for spring 2022 to accommodate the weather.

  
  

    The customer chose to store the windows on their property, which were in perfect condition when initially stored.

  
  

  This statement is not accurate. New Homes Construction  had access to my house and allowed **** ***** to place the windows in my garage as I was at work and this was acceptable to me. It was absolutely not at my insistence. While one window pane got cracked, that is a minimal problem for me and I certainly do not put that on New Homes Company’s shoulders.

  
  
  

  The old gutters have been removed and new ones installed. 

  
  

  Partially true, all gutters have been removed but only some of the new ones have been installed and they were installed prior to the painting as was the original plan.

  
  

  These have been paid for by the company.

  
  

  I assumed I would receive an invoice when the gutters were all installed.They were not completed; no invoice was received. 

  
  

  8/16 of the windows have been removed and new ones installed. 

  
  

  My home has 22 windows, not 16. 6 windows have been partially installed and two are almost complete. I am still missing 5 windows.

  
  

  Painting prep included the removal of a large amount of damaged facial board and new facial board installed. Some of the above details were never included in the initial estimate and have been paid for on the company’s expense. 

  
  

  Unfortunately, the window frames were initially  not measured correctly which led to ordering windows of the wrong sizes.Due to this major problem, additional work was involved to try to correct a wrong.Curry worked hard to get it right but even with the extra time and effort the windows that are installed do not look right.

  
  
  

  Additional workers were hired to complete the work in a quicker time frame per the customer’s request. They were asked to stop the first day they started and requested Curry complete the job.

  
  

  This is completely inaccurate information. At the onset a worker, Charles came with Curry to do measurements. Charles worked several days and then I received an email from New Home Construction that Charles was ill on an expected work day. This email was soon followed by another stating that Charles was out sick for a while and that Curry would take over. Another worker came one day and expressed concerns to my son and I about the windows and his questionable ability to do the job . He said he would talk to Curry. The next day he came in to partially put the window in to seal it from the elements.   While I was concerned about the many delays, I did not insist on additional workers.

  
  

  Due to the customers requested time frame, the additional materials to complete the extra details never initially agreed upon, and the unwillingness to pay additional money to cover the costs of material or anyone’s time, the job has done everything it can to fulfill its duty.

  
  

  No specific time line was in mind and no demands were given. Once the windows were here in November 2021,  I was told that work would continue in the spring. As work wasn't progressing at a reasonable rate, I expressed çoncern that the work wouldn’t be done by the winter of 2022.

  
  

   I always planned to pay the entire amount that was bid upon work completion and was available to discuss expenses as work progressed. 

  
  

  The number one issue is that New Homes Construction ordered windows of the wrong size, they did not order enough windows and some of the windows are the incorrect windows. I have not received what I paid $7000 for. These errors are what led to the extra time and materials. I never made any requests for additional employees.   

  
  

  Following Curry’s quitting, I have had 4 other window companies take a look at the windows and each has stated that the measurements are inaccurate and not up to code and possibly illegal.

  
  

  While I feel badly for Amy, Curry and their company and the possibility that they will declare bankruptcy, I am left with a terrible situation. 

  
  

  What I would like is for New Homes Construction to reimburse me $7000 for the windows. New Homes Construction can do whatever they wish with the windows that remain.  I will take care of all the debris around my yard. Unfortunately, I lost considerable work days due to this project.

  
  

  Thank you for your attention with this matter.  

  
  

  **** *******

  Business response

  09/26/2022

  Dear **** *******, 
  
  We will not reimburse you $7,000.00 for the new windows. You insisted on purchasing the cheapest available vinyl windows to replace your existing wood windows that are close to or over 30 years old and in very poor shape. After removing the windows, almost every rough opening was out of square, not level, and not plumb by at least 2 inches if not more in each opening. We could force a window into the opening but that would cause more issues with the functionality of the new vinyl windows. The windows are 100% code compliant and meet all the local energy codes. They are in no way illegal. The reason they do not look the same as the old wood windows or do not look right is that they are significantly slimmer than the old windows and do not come with a factory sill. We did not include the extra trim in the original estimate. With the windows we did install, we completed the exterior window trim with jamb extensions, new trim, and new sills. It was our mistake going into this without a written contractual agreement with a cost plus and change order clause. Without additional funds, completing this project was not possible within the given time frame. All of the gutters were replaced on the house. The downspouts were left off until the painting would be complete. There is no need to paint the facial board behind the gutter because the wood is not exposed. This is common practice and we are not at fault.   
  
  Thank you,
  
  New Homes Construction 

*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. ↩