Complaints

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After waiting over a year for Ascent/Basement Partners to begin to address construction defects and warranty claims, they replaced 7 windows that were incorrectly installed. Our house was left unsealed and several windows were secured from falling out only with duct tape for over a year. They were finally replaced only after threatening to go to court for this and other construction defects. After installation three months ago they sent a day laborer to the house to paint and caulk the windows saying the professional painters were too expensive.He spilled a large amount of paint under a window in our primary bedroom on the carpet. He then tried to clean it up and left without mentioning anything to us clearly intending to conceal the significant spill. We saw him go upstairs with some cleaner but he did not mention anything to us that day. After showing the damage to the site manager he admitted it but did not immediately offer to do anything about it. A week later Ascent offered to clean when I said I wanted the carpet replaced. I called several carpet companies who said a paint spill that large could not be cleaned out at this point a week later. Ascent then said they would repair the carpet and it has been three months with no action to resolve it at all despite numerous requests and communication from us. This is how Ascent does business and I am yet again requesting for them to repair immediately or we will be filing for reimbursement through the court system.

  Business response

  09/04/2024

  All window warranty claims have been completed. 
  Carpet where paint was spilled has been replaced.

  All claims deemed warranty by our warranty Administrator at this address have been completed. 
  Home is no longer in warranty.  
  

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We purchased a new build home from this company and were told any construction related defects would be covered by our warranty. We filed claims in a timely manner and the builder is refusing to repair issues that are clearly construction related and well within the parameters of our warranty.

  Business response

  07/17/2023

  11 month walkthrough happened on 6/9/23.  Warranty items have been logged with our warranty company, ProHome on July 14, and are in process of being scheduled.  I disagree that warranty items are being ignored and not addressed.

   

  *********************

  President

  Customer response

  07/27/2023

  Attached was the response we received, which includes declining to address claims including part of our floor that is not level. Note this is the subfloor and NOT a flooring issue that is clearly related to construction. Also one of the drywall issues was addressed but not the other, even though they are essentially the same problem. Same with a bubble in the flooring (one is being fixed but not the other). While we may have received confirmation that some issues are being addressed it is inconsistent and the biggest issues are being ignored while the cheap and easy fixes are the only ones being addressed. 

  Business response

  07/31/2023

  We are reviewing the additional warranty items this week for consideration and will get back to you through ProHome.

  Customer response

  08/01/2024

  Business has committed to fixing construction defects on our new build home that we purchased from the business. We have spoked with the design company who determined that the builder would need to repair the subfloor before they could do any work. Builder is now dodging calls and emails from myself and the design company. The walkthrough for warranty work was completed over a year ago, we are still waiting on the major issues to be addressed. We are waiting on the following issues (noted in attached document): Claim 5: Bubble in Vinyl flooring (Saddleback responsible, waiting to do this at the same time they replace the rest of the flooring related to Claim 9) Claim 6: Gap near backdoor (also Saddleback, was discussed with the other flooring issue) Claim 9: Uneven floor level. (Ascent Builders responsible) Saddleback said this was the subfloor and the builder needs to repair it. They would then replace the flooring and address Claim 5 and 6 as well at that time. Claim 10: Uneven cuts at bottom of molding (Ascent Builders responsible, this could be related to the uneven flooring, so that would need to be addressed first) Claim 11: Bottom half of stairs creak. (Ascent Builders responsible)

  Desired Resolution:

  Finish the Job

  
  

  Business response

  08/31/2024

  All items listed on complaint have been deemed non-warrantable by our warranty company. Homeowners property is no longer in warranty. 

   

  Buckling in flooring at rear slider due to heat and sun. Non-warranty. 
  

  Uneven floor surface within tolerance per engineering specs. Non-warranty. 
  

  Over-cuts on trim cosmetic. Non-warranty. 
  

  Stair creaks. Floor squeaks are non-warranty. 
  

  For further information homeowner should read his signed warranty handbook. 

  Customer response

  09/03/2024

   
  Complaint: 20322685
  
  I am rejecting this response because:

  You have already committed to repairing these defects in writing to us over a year ago. 

  Sincerely,
  
  *******************************

• Initial Complaint

  04/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired Ascent builders for Asbestos testing and then asbestos remediation, after I was told by them that there was a lot of asbestos that needed to be remediated. I later found out that the contractor they hired did not have a license to test for asbestos nor had a license to remediate the so called asbestos. I paid Ascent over $16,000 for doing the work. The state is now making me get the work redone and I am having to pay another $14,000+ to fix Ascent builders mistake. I am asking for Ascent to refund me for the money I paid them to do work they should not have done without a license and to also pay for the many months of waiting and the $14,000+ I am having to pay to fix their mistake.

  Business response

  05/03/2023

  we provided a referral to an asbestos company we have used for years.  Apparently it turned out he no longer has a license in ******** which we were unaware of.  We have asked him to step in and make this situation right.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We were under contract to purchase a new build townhome in Evergreen. We have paid ******* money and a design fee to the builder. The builder has repeatedly moved back the delivery date to a different quarter. This has caused a hardship with trying to rent a house in the interim. We expressed our concerns several time with the builder and meet with indifference and unprofessionalism. We have asked for our money to be returned due to the fact our foundation had not even been poured after a year of being under contract. We were forced to terminate the contract and find other housing.

  Business response

  09/09/2022

  This buyer voluntarily chose to cancel a real estate purchase contract with us to build them a house because they couldn't wait until it was completed.  As I'm sure you are aware, we are facing many challenges in the building industry today with supply chain shortages and extended lead times as well as labor shortages which has led to longer timeframes to build homes.  This buyer was unwilling to accept the longer timeframe to build the home they contracted for and chose to cancel their contract, which was well within their right to do.  However, the contract also specifically stated that any deposits that had been made for purchase of upgraded materials, etc. would be forfeited if they cancelled their contract.  This was made clear to them at the time they chose to take this action, so was not a surprise to them.

   

  *********************

  President

*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. ↩