Complaints

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my home in December through *******. I didnt move in until January. In March, I contacted ******* because my ** was not properly working. I received an installation error message through the thermostat as well which I shared. The ** turns on but does not get to the temperature I set it on until hours later, if it gets to it. To the point where if were gathered downstairs we sweat even at night time. Its not properly working, especially during this Florida heat. I was asked to submit a request through the warranty portal. Its been since March and this issue has not been resolved. They have not showed good faith in wanting to resolve it either. I have had to reach out multiple times due to lack of communication and not meeting commitments(I can share specifics on this with emails). When they finally sent a professional out, he did some oil cleaning and reset the settings on the thermostat and said if thats the problem it will resolve within 24 hours but he agreed that there is a missing ac vent(or ac duck) in the kitchen/dining area. The one there its extremely small for that whole area. I shared a photo with ******* per their request and they agreed it is small but refuses to add another one because it requires too much such as breaking ceiling (I have an email with this response). They then said will send someone else out but that was weeks ago and still no follow up even after me reaching out. At this point I just want my ac to work properly, whatever it takes. Its been months now. The obvious solution seems to be adding another ac vent to the kitchen/dining area, but if theres something less invasive I am definitely open to it. They just havent offered a different solution. I just want it to work as intended. I did not share my address here as Im not sure if this is public but please reach out and I will share address and any additional information needed.

  Business response

  11/14/2024

  Our warranty team has confirmed that all items are now complete with the ** unit.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We engaged in negotiations regarding the price of the property with Casa Fresca. After going back and forth with my agent for a day and a half on negotiation the salesperson, ****, informed our agent that the price could not be reduced. But he proposed increasing the closing costs incentive from ****** to ****** and 4.99 interest rate buy down by the builder. This would securing a favorable deal.Casa Fresca have their own loan company to use for the incentives. The loan officer never contacted us to go over the loan. We were pushed to reach end of day deadline. Several errors were made by **** that he had to continue to correct. In one email he wanted us to review a blank contract and sign it and send the money. He said he would send the full contract after the deposit was made. I made clear that this is not how things worked and I needed this full contract before the deposit was paid. We negotiated about the cost but never mentioned that that we're paying for the rate buy-down. We felt forced to accept as we were getting 20k + 4.99 interest "amazing deal". The sales person pushed and pushed on this offer that would be lost at the end of that night at 10:20 pm making it easy for us to miss important info. We had a trust that now is broken with ****. As if we knew we would've not accepted as there were better incentives in other homes. After the contract was signed and further review of the Loan Estimate, we noticed that the buy-down charge was transferred to us as the client, making the deal *******ing and unfair. We talked to ****, talked to the loaner, and we got nowhere. We asked for a supervisor and we were dismissed and told next week. This company and Sales rep ******* us, falsely advertised verbally and on their site. They also lied about the time of the offer as today is 6/6, and the same offer is still there (closing cost + 4.99). **** refuses to recognize that he misled us and refuses to remove the buy-down or allow us out of contract with our deposit.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My son and I signed a contract. He is a single dad so I was trying to help him with the down payment. the contact on my home fell through and I no longer can help him with the house. He put $7000 down and we canceled with in 10 day. they will not give him the money back. they want to keep $2500 just because they can. We need the $7000 in full back he is a single dad and this could hurt him a lot.

  Business response

  04/02/2024

  As per the terms of signed Cancellation of Purchase and Sale Agreement and Release, we will be refunding $2,500.

  Customer response

  04/02/2024

   
  Complaint: 21485559
  
  I am rejecting this response because:

  I am confused.   Are they now saying they will refund the $2500 they planned on keeping?   the attached shows $4500 of the $7000 being returned.    I want the full $7000 returned.   $4500 per the cancelation and the $2500 they were retaining for nothing.   

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

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Severe irrigation and drainage problems. The home was elevated too high and the business is not doing anything to correct the problem. The water pools on the sides of our home and at this point we have submitted 2 warranty requests for a drain and their response is "we don't do those". This is not an option since they are the ones who created this problem. This is a brand new home and we should not be experiencing these kinds of problems and then not having any type of solution is ridiculous.

  Business response

  11/14/2024

  Our warranty team has confirmed that all items are now complete.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home from Homes by West Bay LLC * closed 9/28/2021. We had our final walk w/ our contractor, ************************* the morning of close * many things were not complete. We had voiced concern over doors not being painted * several other other **ems. He said the doors would be painted * anything we were not happy w**h to "make a list for the warranty rep * ** would be addressed on the 30 day walk." The warranty rep was at the walk as well, ****** pointed out the k**chen sink faucet was installed improperly * the stove was missing a piece. The **ems were not completed when we moved in. We were contacted by another **** *************************** regarding the 30 day walk. He came out * made a list of **ems to be completed. Then he went into another pos**ion and we lost all contact as we were assigned another rep ***** who we had no connection w**h. In July 2023 we were contacted by ********************************* for our 23 MONTH WALK! We advised her from the 30 day walk things were not complete. She was able to complete some things, The list shows the countertops in front * master bathroom are CRACKED, they sent out a company to look at the CRACKS (again)* refused to repair/ replace. "Exterior", this is the exterior paint on the BOTH sides of the home, ******* had taken pictures of bare spots on both sides and said this would be fully repainted, Now ******** is stating she needs to send an "inspector" out, the man came out and said ** looks like cuss word * needs to be done, ** would take him a 5 gallons of the correct color * about a hour 1/2 and she stated "we are not sure we are painting the exterior walls yet, we need to get the report for the inspection along w**h the quote." The doors in the interior of the house or trim were never painted. ******** offered to paint the doors but would involve removing and reinstalling but this caused previous issues and paint would not match. Scratches in tub were recoated * the worker did not put the tub drain back together.

  Business response

  11/14/2024

  Our warranty team has confirmed that all items have been completed.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 2023 I had the 11 month warranty walked thru where I pointed out multiple issues and submitted them online as well as requested by *********************, 10 months later some of this issues have no need address and ******* wont even respond back to my messages. I have made multiple attempts to get my issues resolved but ************ keeps ignoring my messages for the most part. At one point I had to contact the ******* Sells rep to get any traction and even with their help it *** him 2-3 weeks to respond back. But know we went back to radio silence from *******. I still have more that 50% of the issues to be fixed to include a water drain pipe that it useless. I would definitely not recommend ******* to any friends or other members of the military community.

  Business response

  11/14/2024

  Our warranty team has confirmed that all items have been completed.

  Customer response

  11/14/2024

   
  Complaint: 20852802
  
  I am rejecting this response because:
  The team might claim that and they did probably closed but but they didnt resolve them. I have written communication asking for status updates to which I never got and answer. I also challenge ******* to provide evidence of any work orders signed by me. 
  Sincerely,
  
  ****** *******

• Initial Complaint

  08/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Due to the negligence of the builders sub contractors our driveway, neighbors driveways, the ***** **** child was covered or almost hit with flying nails from a nail gun. The builder also has failed keeping up with the construction debris with street sweepers daily or multiple times a day in order to protect the residents vehicles from running over nails. Due to the intentional mis use of a nail gun by the builders contractors my husbands tire got a nail & unfortunately its not plug/patch worthy. The nails covered my entire driveway, see picture attached of just some that were collected. A video was also taken of their location, as it was up by our garage door, happy to send that as evidence. Also, communication(text) with a builder CM is documented stating there would be no reason for the nails to be located where they were unless it was intentionally done. Plus, my daughter was just a millimeter away from being hit with a nail flying about 40 feet away. This is unacceptable behavior of adults contracted by the builder and is extremely dangerous. The tire policy the builder listed out is not applicable when they are not doing their due diligence to properly care for the streets. A baggie of how many nails total we collected from our driveway, the sidewalk in front of our house, & on the lip of our driveway can be given if needed as evidence. The builders CM actually has a picture of the this bag.

  Business response

  11/14/2024

  We are sweeping streets with construction activity twice per week to keep construction debris to a minimum.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased new construction home from this builder. Closing date was 3/10/2023.The purchase contract indicates that appliance package APPL0322 is a ** appliance package. This is noted in the design documents, in the addendum and also in the ******* online design catalog. The 36 inch cooktop which was installed however is not a ** product, but rather a KitchenAid.While the contract does allow for substitutions under section 5 (Site and Substitutions), it also explicitly states the following:If Buyer purchases any upgrades or options that include specific manufacturers, Seller will provide Buyer with notice of any change in manufacturer and allow Buyer the option to choose from Sellers currently offered available manufacturers. Seller may substitute items relating to building materials, appliances, fixtures, windows or other elements specifically ordered by Buyer as an option or upgrade if the item is discontinued or backordered and allow the Buyer to reselect from Sellers currently offered options within three (3) days of notification by Seller. If Buyer fails to reselect within the applicable three (3) day timeframe, Seller shall have the right to select and install a comparable replacement.No such notice was provided to me, and the substitution was made without my knowledge or consent. Furthermore, section 5 also stipulates that substitutions can be made if they are considered to be of substantially similar, equal, or better quality, subject to their availability. I have compared the two products via Consumer Reports and these are not comparable, neither in price nor in quality. The ** product is of higher value, higher rated and recommended by Consumer Reports. The KitchenAid is lower rated and not recommended, and is on average priced $602 less.This issue was brought to the attention of the Community Sales Manager ************************* on 2/15/2023. After several follow **** the response received was that "due to supply chain issues the ** cooktop isnt available nor is there a timeframe when it would be so it was replaced with the kitchen aid cooktop. There will not be a credit issued for the cooktop."Now, going through the warranty and product registration process I have been advised by Assurant (third party company contracted for appliance maintenance contract) that the KitchenAid cooktop is not contracted for the additional maintenance contract.REQUESTED ACTION: Replace cooktop with exact or comparable ** product as per contract (preferred); or issue refund of $602, which is the difference between the two products, and purchase maintenance plan for the KitchenAid cooktop comparable to ** maintenance plan.

  Business response

  11/14/2024

  We understand that the homeowner is not happy with the product substitution.  Our contract allows us to substitute items with like kind or better when we are unable to obtain the original items ordered.  GE appliances were simply not available, so we had to substitute the cooktop that the customer originally requested.  

  Customer response

  11/14/2024

   
  Complaint: 19965848
  
  I am rejecting this response because:

  Contract indicates that appliance package APPL0322 is a ** appliance package.  This is noted in the design documents, in the addendum and also in the ******* online design catalog. Supporting documents attached.  The 36 inch cooktop which was installed however is not a ** product, but rather a KitchenAid.

  While the contract does allow for substitutions under section 5 (Site and Substitutions), it also explicitly states the following:
  If Buyer purchases any upgrades or options that include specific manufacturers, Seller will provide Buyer with notice of any change in manufacturer and allow Buyer the option to choose from Sellers currently offered available manufacturers. Seller may substitute items relating to building materials, appliances, fixtures, windows or other elements specifically ordered by Buyer as an option or upgrade if the item is discontinued or backordered and allow the Buyer to reselect from Sellers currently offered options within three (3) days of notification by Seller. If Buyer fails to reselect within the applicable three (3) day timeframe, Seller shall have the right to select and install a comparable replacement.
  
  First and foremost, no such notice was provided to me, and the substitution was made without my knowledge or consent.  Furthermore, section 5 also stipulates that substitutions can be made if they are considered to be of substantially similar, equal, or better quality, subject to their availability.  I compared the two products via Consumer Reports and these are not comparable, neither in price nor in quality.  The ** product is of higher value, higher rated and recommended by Consumer Reports.  The KitchenAid is lower rated and not recommended, and is on average priced $602 less (side by side comparison attached).

  I contacted the Community Sales Manager with all of this information and requested that Homes by ******* either replace the cooktop with exact or comparable ** product as per contract (preferred); or issue a contract addendum to reduce sale price by $602, which is the difference between the two products.  I was told Homes by ******* would not be doing either.  My request still stands.  I would either like a refund for the price difference, or the cooktop which I actually paid for, since now ** products are available and the correct cooktop can be installed, and are being installed in current new builds.

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

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern,I have used Homes by ******* as ********** to build the house I currently live in. The closing date on the house was 02/16/2021. During the walk-throughs before the closing, there were issues found that needed repair, and were repaired within a reasonable amount of time. Ever since the closing, there were multiple issues found with the house that required warranty repair, but 2 years later they have not been completed yet. The perception is that once Homes by ******* received the payment for the house, they have not cared at all to correct the outstanding issues. I have submitted several tickets and have proof of them, as well as proof of communication with the assigned warranty employee, *************************. ***** has advised me of many appointments that he apparently has scheduled with the trades, which most ended up being no-call no-shows. I have addressed with him on many occasions about the trades not showing up, and his only solution was to reschedule their appointments again. The appointments would be scheduled in 4-to-8 hour blocks, requiring me to stay home and wait for the trades, take time off work, lose on income, just for the trades to not show up over and over. ***** refused to find other trades to resolve the issues and insisted to continue scheduling with the trades that have not shown up on multiple occasions. Some of those trades would show up on completely different days, completely unannounced, and tell me, "Oh sorry we couldn't come the other day, but we're here now."There are some trades that did show up and did repair some issues. There are also trades who showed up unprepared, partially corrected issues, and never returned.I would like for ******* to print out all of the tickets that I have submitted since the closing and have someone from a supervisory or management role meet with me, or refund the amount needed for me to find trades on my own to perform these repairs.Thank you in advance,*******************************

  Business response

  11/14/2024

  The warranty team has taken care of all items.  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our home built by Casa Fresca (under West Bay umbrella) on 12/23/22. We have an exception list with quite a few items on it that there has been no movement to finish. We met with the warranty specialist for our 30 day check-in almost 60 days into owning the home. We provided the list of exceptions (many of which she tried to talk us out of, stating that it should have never been agreed to be fixed). Currently my biggest issue is the structure itself - I have a crack running through my second floor ceiling in the master. Multiple floor to ceiling cracks on the corners of walls where the drywall tape is separating. Stucco and paint peeling off of my exterior. The warranty specialist told us verbatim that is what happens when a house settles, you will have so many cracks running floor to ceiling, across your ceiling, it may even crumble a bit. We repair it one time as a courtesy, after that its your responsibility. I would like to think that Casa Fresca/West Bay has built houses that wouldnt crumble within the first year, but what I am seeing gives me doubts. I am already getting quotes for thousands of dollars to level the subfloor that is so uneven I have to level legs of furniture and my kids cant roll a ball across the floor without it bouncing like a roller coaster. At this point I just want it corrected and done right. Drywall repaired, retextured and repainted Exterior painted, Stucco redone where peeling Subfloor leveled on both first and second floor

  Business response

  11/14/2024

  All warranty requests through the end of the customer's warranty period were completed.

*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. ↩