Complaints

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have repeatedly emailed, called, texted, and met with Fred Cooke, owner of Bonanza Homes, about our punch list and warranty items. Fred ignores my requests while continuing to focus on the next closing. His go to answer is he has ordered parts (even when parts are not needed) and cannot schedule the trades ppl. Yet, he has closed on 3 homes since we moved in 7/2023 and continues to work on more. This is a pattern of behavior for Fred Cooke. On 10/13/21, Denver KDVR Fox 31 ran this tv story (*************************************************************************************************) detailing how Fred Cooke left Denver homeowners high and dry. Below are my major (not all) outstanding warranty and punch list items that Fred has acknowledged multiple times yet has not fixed. I am wanting all items fixed correctly to resolve this claim. • Electrical breakers; 6th from bottom right side and the Heat tape breaker are shorting out, • Windows; stress crack in 3rd flr larger bedroom window, windows not caulked, windows continue to have excessive moisture, and continually have closing issues. • ERV system was not installed correctly and NOT working! • Flooring on 3rd level is very uneven with several bumps. Bump > .5" • 3 bathroom ceiling fans are not working. • Roof PVC sewer gas vent is not long enough and needs a cap. Should be 18"-24" and is not. • Garage door weather stripping missing (sides and bottom) • Fireplace does not burn the full length of the fireplace. • Closet door guides missing in 3rd & 4th bedrooms • Top deck exterior light keeps rapid firing on and off. • Touch up exterior siding and trim - nail holes, stain end of boards, etc. • Need on-Demand water heaters checked

  Customer response

  02/13/2024

  Winter Park does not have USPS delivery.  EVERYONE has a PO Box.  I did not see that info for Bonanza Homes but believe I can find one if needed.  You do have Fred's email address.  Let me know if you need a mailing address.

  thanks,

  Elizabeth

  Business response

  04/07/2024

  Bonanza Homes is using best efforts to get all punch list items completed in the Ahola's home in a timely and professional manner.  A number of the issues have been addressed and we have contractors working on additional items in their home this week.

  Business response

  04/07/2024

  Please see my response in CAPITALS to the items the homeowner has raised regarding warranty and punch list items in their complaint.  Also the matter with FOX News was resolved and handled by one of our subcontractor's insurance company to the satisfaction of all parties involved. 

  HOMEOWNERS COMPLAINT ITEMS:  Below are my major (not all) outstanding warranty and punch list items that Fred has

  acknowledged multiple times yet has not fixed. I am wanting all items fixed correctly to
  resolve this claim.
  • Electrical breakers; 6th from bottom right side and the Heat tape breaker are shorting
  out, ELECTRICIAN WILL BE ONSITE THIS WEEK TO ADDRESS ALL OUTSTANDING ELECTRICAL ISSUES.  SHORTING ISSUE HAS BEEN REPAIRED TWICE BEFORE AND STILL WORKING ON TRYING TO IDENTIFY THE ISSUE.  WILL CONTINUE TO WORK ON UNTIL RESOLVED.
  • Windows; stress crack in 3rd flr larger bedroom window, windows not caulked, windows
  continue to have excessive moisture, and continually have closing issues. WARRANTY CLAIM HAS BEEN FILED WITH WINDOW MANUFACTURER AND REPLACEMENT WINDOW IS BEING MANUFACTURED AND WILL BE INSTALLED WHEN READY.  JELDWEN, THE WINDOW MANUFACTURE WARRANTIES THE WINDOWS AND WILL BE SENDING A TECH TO ADDRESS ISSUES WHEN THE NEW WINDOW WILL BE INSTALLED.  LEAD TIME IS 2 TO 3 MONTHS.
  • ERV system was not installed correctly and NOT working!  THE TECHNICIAN HIRED TO CORRECT THE ISSUE CONTINUALLY DOES NOT SHOW UP WHEN SCHEDULED.  WE ARE TRYING TO HIRE A NEW CONTRACTOR BUT ALL LOCAL CONTRACTORS ARE SCHEDULED 2 TO 3 MONTHS OUT.
  Better Business Bureau
  8020 S. County Road 5, #100
  Fort Collins CO 80528
  (970) 484-1348
  • Flooring on 3rd level is very uneven with several bumps. Bump > .5" REPAIRED
  • 3 bathroom ceiling fans are not working.  FANS ARE WORKING AND MEET CODE STANDARDS.
  • Roof PVC sewer gas vent is not long enough and needs a cap. Should be 18"-24" and is
  not.  CANNOT INSPECT AND MAKE ANY NEEDED REPAIRS UNTIL SNOW MELTS AND CONTRACTOR CAN GET ACCESS TO ROOF.
  • Garage door weather stripping missing (sides and bottom)  BEING INSTALLED THIS WEEK.
  • Fireplace does not burn the full length of the fireplace.  FIREPLACE TECH IS SCHEDULED FOR THIS WEEK TO INSPECT.  XCEL ENERGY HAS STATED THAT ADEQUATE PRESSURE DOESN'T EXIST IN SUBDIVISION TO HOMES AND MAY BE THE CAUSE OF THE PROBLEM.
  • Closet door guides missing in 3rd & 4th bedrooms  INSTALLED
  • Top deck exterior light keeps rapid firing on and off. ELECTRICIAN ONSITE THIS WEEK TO INSPECT.
  • Touch up exterior siding and trim - nail holes, stain end of boards, etc. WORK COMPLETED TO BUILDER SPECS.  IF ANYTHING WAS MISSED TOUCH UP WILL BE PERFORMED WHEN WEATHER PERMITS.
  • Need on-Demand water heaters checked CHECKED AND IN WORKING CONDITION NO ISSUE.

  Customer response

  04/13/2024

  Complaint: 21286872
  
  I am rejecting this response because:

  I consider this complaint to be unresolved as I specifically said “I am wanting all items fixed correctly to resolve this claim”. Like the clip from Fox News, Fred is not a man of his word and has multiple times ignored me, said things that are not true or never happen, and has allowed my family to live in a dangerous house with no remorse, empathy, or concern.

  The list of items I included in this claim are below with status and a little background. I elected not to include all the correspondence dates but can provide specific details if necessary. 9 items are NOT fixed and are below followed by 3 items that were fixed.
  
  * Electrical breakers; 6th from bottom right side and the Heat tape breaker are shorting out.
  The breaker just popped when I had the mini fridge plugged in and turned on the vacuum cleaner. The mini fridge was not cycling.  Just plugged in. Will mention this to the electrician next time I see him on site.  But the issue with the breaker is not resolved. Have not tested the heat tape because it is now too warm to determine if it is working or not. The gutter heat tape and the tile heat tape are on the same breaker because the builder knowingly installed a smaller box. They are on their own breaker on some of the other homes. NOTE – final electrical inspection was done virtually.
  
  • Windows; stress crack in 3rd flr larger bedroom window, windows not caulked, windows continue to have excessive moisture, and continually have closing issues.
  This was reported to Fred 10/23 and I was told multiple times that he ordered a new one and/or JeldWen was coming ‘next week’ to fix the issue.  I finally called JeldWen a few weeks ago on another issue with the windows and they said that as of 1/1/24 the window is no longer under warranty and they are not making them anymore.  I have asked Fred multiple times to switch out our window with the house they are building next to us and once he gets ‘our new window’, put it in their house.  He refuses to do this. Clearly Fred did not contact JeldWen  until sometime in 2024 – 3 months later.
  
  Grouping these 3 together because they have not been addressed and are in the same section in the CO Mechanical code book.
  • ERV system was not installed correctly and NOT working!
  • 3 bathroom ceiling fans are not working.
  • Roof PVC sewer gas vent is not long enough and needs a cap. Should be 18"-24" and is not.
  
  For the roof sewer gas vent – Fred has had HVAC installed on the new build next to us. They had a cherry picker in the back of the house which is maybe 20 ft from ours.  He had his workers remove snow to access the back of the house. There is no reason why Fred cannot extend our roof sewer gas pipe. 
  
  For the ceiling fans – continually told that Kelvin, his son, ordered new ceiling fans and is bringing them up from Denver. I was even told this last week.  This has not happened. Three fans cannot hold a tissue up to them.  They are not working. They need to be strong enough to ventilate and are too weak to even hold a tissue up (common test to see if your ceiling fans are working correctly). Fred sent Kelvin in to check on the ceiling fans and Kelvin and Fred agreed that they need to be replaced.
  
  For the ERV system – as mentioned, Fred has had Heating/Cooling/HVAC/Plumbers on site but continues to ignore our issue.  When I go to the Honeywell site I find lots of certified technicians in Denver.  The ERV issue was reported weeks before this BBB claim.  I am sure Fred could have found someone to fix it by now but all I know is the house next door got their HVAC/ERV installed weeks ago and ours …. Nothing.
  
  We currently have no mechanical ventilation in our house.
  Per code, Yes, it is mandatory for new build homes in Colorado to have ventilation. 
  According to the International Residential Code and the International Mechanical Code, new constructions must be provided with ventilation that meets the specified requirements.
  Proper ventilation is essential for several reasons:
  1.)Decreased Dependence on Natural Gas: By adopting lower-carbon construction practices and reducing reliance on natural gas for major home systems, indoor air pollution can be minimized2.
  2.)Increased Home Durability: Ensuring proper ventilation contributes to the longevity and durability of a home by preventing moisture buildup and mold growth.
  3.)Healthier Indoor Environments: Improved ventilation helps maintain better indoor air quality by allowing fresh air exchange between the indoors and outdoors.
  
  • Fireplace does not burn the full length of the fireplace.
  The house next to use had their fireplace installed last week and the installer came over to see if he could help.  He could not resolve the issue about not being able to see any flame during the day and when air is increased the burned cuts to half the length.  He said their technician is out for two weeks in Alaska.  This is NOT fixed
  
  • Closet door guides missing in 3rd & 4th bedrooms
  I’d like to know what Fred is referencing.  We have no closet door guides and guarantee none have been ordered.  Note, these are very heavy doors and if they come off of the top track could physically hurt someone.
  
  • Touch up exterior siding and trim - nail holes, stain end of boards, etc.
  Not fixed and someone could be addressing this issue now.  There are workers doing siding on the new builds and going vertical next to us.
  
  • Need on-Demand water heaters checked
  No one has checked our hot water system.  I asked Fred about this last week and he said they are getting a tech up to look at it.  NOTE – the only manuals we have are for the appliances and by contract, we were to have a walk through explaining all the mechanicals of the house.  Never happened. The comment about not having enough gas pressure is bogus! Fred said something similar about the water pressure.  Turns out once we cleaned all filters and changed a few setting, the water is fine.  I truly do not think the planning on what size pipe to use was wrongly done by xcel (gas supplier).
  
  
  Fixed -
  Top deck exterior light keeps rapid firing on and off.
  Garage door weather stripping missing (sides and bottom)
  Flooring on 3rd level is very uneven with several bumps. Bump > .5"
  
  
  Regards,
  
  Elizabeth Ahola

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