Complaints

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon purchasing our new build house, the fireplace has been unusable, emitting a toxic odor causing difficultly breathing and headaches. Last spring **** ******* and **** **** were at our home repairing an issue with the roof and a crack in the foundation. We discussed the ongoing odor with the fireplace and asked **** ******* about replacing the gas fireplace with electric. **** said he would replace it with electrical if need be since we paid for a fireplace that is not usable.We were asked to have the fireplace cleaned and then burn the fireplace longer. We did open up the house and burned the fireplace for twice as long as what they recommended, but the problem with the odor continued.Eventually, Granite Ridge changed vendors to Home lumber and their representative, **** ********, came out to the house and took measurements of the fireplace, stating Granite Ridge told him they were paying for the replacement.We then were told by **** ******** that after he sent an email to Granite Ridge stating they were ready to proceed with installing the electrical fireplace, he was told that one of the managers wanted to come out to our house to recheck the fireplace again.We received an email from **** **** that he would like to put a hole in our drywall in the living room to see if there was any debris in or around the fireplace. We declined this offer and stated we wanted to proceed with the electrical unit. We then received an email from **** **** that it was understandable that we did not want a hole in our wall in the living room, but that they decided they would not be paying for the electrical unit.**** ******* stated they would pay for replacing the fireplace to electric and their vendor with Home Lumber stated he was told Granite Ridge was paying for the replacement.I emailed **** **** and **** ******** assistant that the sudden decision to not pay for the electrical unit was unethical given **** ******* giving his word that Granite Ridge would replace it.

  

  Business response

  11/07/2024

  Upon receiving the initial concern with regards to an odor coming from the fireplace **** and Myself checked the fireplace when we were in the home completing another warranty item. Neither **** nor I could pick up on a smell coming from the fireplace. We did acknowledge that there was still the possibility that it could be an intermittent smell, or the homeowners could have had more sensitive noses. We agreed that we would contact the management at **********, who was the original seller and installer of the unit to come do a more extensive inspection of the unit. The homeowners brought up that they would like an electric unit replaced with the current unit. I did mention that that would be possible to make that switch but wanted to insure nothing was wrong with the unit installed. There was no discussion of what the cost of that electric unit swap out would be, and certainly no offer was extended to give them an electric unit for free. **** brick inspected the unit and could not find anything wrong with the unit. We then agreed to send a third party out to look at the unit to see if anything was possibly missed. We contacted Home Lumber to inspect the unit. That was the only direction that was giving to Home Lumber was to thoroughly inspect the unit and report back any findings. Granite Ridge and Home Lumber never had a discussion about any replacement unit. Home Lumber was also unable to find anything wrong with the unit. We feel that we have gone above and beyond to ensure the unit is preforming and installed correctly. 

   

  **** ******* 

  Customer response

  11/12/2024

   I am rejecting this response because:
  
  Several points from **** ******** response are incorrect.
  1. **** brick representative did state he could note an odor, but that that odor was normal. **** Brick cleaned the fireplace for dust, replaced the glass, and we repeated the same burn off process yet the odor continued.

  2. **** ******* stated that since we already paid for a fireplace that is unusable, we could get an electrical unit.

  3. Home lumber did not inspect the fireplace but took measurements. The representative stated Granite Ridge was paying for the replacement.

  If we were told that we, as the homeowners, would have to pay to replace a fireplace that we already paid for, we would not be going through the builder at all.

  ***** & **** ****** 

   

   

   

  

  Business response

  11/18/2024

  As the homeowner has stated in the previous response that the company responsible for selling, installing, and warranty issues on the unit came out and stated that the fireplace is operating normally. Granite Ridge will not be paying for a replacement unit. I believe that Granite Ridge has gone to the appropriate levels of time and investigate work to ensure that the unit is indeed working. If anywhere along the way the unit was found to be faulty or defective we would have worked through the replacement process with the homeowners. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I built a Villa house in Lakes of ************ Villas , through Granite Ridge Builders and moved in during July 2021. Granite Ridge is the developer and responsible for installing the yard, to include maintenance/mowing and landscaping. Our front yard holds/floods water near the sidewalk area causing the mulch to wash away as well as causing a muddy mess. Weve brought this to the attention is *************************** who manages the neighborhood for the developer, Granite Ridge. We filed a complaint with photos attached to *************************** who responded stating the complaint was forwarded to the developer. First complaint filed 4-3-24 second filed 4-11-24. Our villa yard is the only yard that floods and looks awful for the $480 quarterly dues we pay. We are requesting the developer make this right and fix our front and back yard where there is no grass growing after 3yrs. Weve had to put grass seed and straw down to try and get the grass to grow and try and prevent the flooding of the front yard. This is not a responsibility of a Villa owner . There have been other issues with services provided by *************************** and the developer for past 2-3 yrs at which time we tried to be patient but its one issue after another and my family is stressed and frustrated with how our yard looks for what we paid for and continue to pay. We have not heard back from the developer in reference to the first complaint filed 4-3-24 or second filed 4-4-24and dont have a whole ************ that we will. We just want them to make this right . It doesnt matter the amount or rain, the yard floods and holds water and it shouldnt if it was graded and installed properly. We did pay extra for the landscaping during the building process. Thank you. **** and *************************

  

  Business response

  04/17/2024

  Good Afternoon, 

  After reviewing this claim, we had two project managers visit the site to review the grading of the property. It is possible to reshape the empty lot adjacent to this homeowner's property to redirect water around the utilities and not disturb their current landscaping. 
  
  As far as the standing water is concerned. Our team reviewed the site within 24 hours of the submitted claim, after rain. The ******* ***************** Standards book states on page 21 paragraph 2.4 that "as a standard after normal rainfall, water should not stand in yard for more than 24 hours." Within 24 hours of the rainfall there was no visible standing water. The reshaping of the empty lot will still occur to help redirect the water and help to elevate the time of water standing.

   

  Customer response

  04/18/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, if Granite Ridge can provide a timeline of when they can reshape that is to the east of our property.  We would appreciate it completed within a timely manner.   Thank you.  

  
  

  Thank you.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company told me that they was tabling my medical to get me where I needed to be credit wise to get my home built and all I had to do was pay off my credit card and my wife's ********* account and this was said by *** but today they are saying my credit went down so now I don't get to build and if the would table the medical mine and my wife's credit would be high enough stop lying to me and trust me if I don't get the home loan with in the next 30 days I will be telling people not to do business with you guys cause you guys are a scam so build my house now and since you want to lie to me than you guys can pay for the house and gift it to me and my wife

  

  Business response

  07/05/2023

  The customer and ********************** are on amicable terms regarding their build and loan process. Granite Ridge Builders, Sales Manager,  had previously spoken regarding their concerns and the customers' frustration was more in part with the outside lender and not with Granite Ridge. We are currently still in the process of working with them and trying to get them approved for a loan. 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid cash for my house last year from Granite Ridge for $314.000 and was promised from ********************* the project manager for GR my 1 year inspection which was up in March of this year and for certain things to be repaired. I hired a professional inspector and had sent pictures to ***** and to ******************* from their office to be taken care of,he said they were not responsible for the damage to my house from the storm from last year, I made it very clear none of the damages were from that. I just want was promised me from the inspection. Also have called and emailed repeatedly I just got ignored.

  

  Business response

  05/03/2023

  ****************** purchased a SPEC home from Granite Ridge builders in March of 2022. When a buyer purchases a spec home that is already a completed build, that buyer has the right to have the house inspected as any standard real estate transaction. She waived that right and negotiated to purchase the home "as is." 
  
  
  On March 28th, 2023, ***************** emailed ******************* with a list of things (with photos) she would like repaired as a One Year Walk Through. The list included cosmetic paint touch **** an outlet that she was requesting to have on its own dedicated circuit, a repair on the door jamb to the garage to house door, and some cracks in the bathroom shower. Her project manager ***** responded to her request and completed the paint touch *** desired, the garage to house door plate has been ordered and will be installed at the time of the hardware delivery. The dedicated circuit request cannot be completed as the electrical wiring is done in the building stages of the home. 
  
  ****************** ordered a home inspection report and sent an email over to ********************* 18th requesting additional items to be repaired. The home inspection report, if a homeowner chooses to purchase, should be initiated prior to closing, her report was ordered and completed over a year after she closed.  *****, project manager, responded to the findings of the report the next day April 19th, with photos of the home build showing that the proper baffles were installed during the construction process and giving her contact information for any gutter repair caused by the storm which is not covered under any warranty of the home and would have to be filed through her homeowners insurance if she wished to proceed that way with the repairs. He indicated then that all remaining work would be completed that afternoon. Any parts that are needed for requested items have already been ordered and are just waiting for arrival and installation. 
  
  On April 22nd, ***************** sent an email to our info@graniteridge email address indicating that she has not received a response from *****, in which she had 3 days prior.  
  
  At this point, Granite Ridge has gone above and beyond the customers' requests, replied in a timely manner to her needs, and completed the necessary cosmetic repairs which were not warranted on the sale of her home. The buyer also waived the right to have independent inspections on her closing paperwork. 
  
  
  

  Customer response

  05/04/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you

  Granite Ridge did not go above and beyond what they promised me last year!! 

• Initial Complaint

  11/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I closed on my house 5/26/22,At that time my yard had not been seeded. After my yard was seeded it rained and partially washed my backyard away. Granite Ridge poured more dirt in my backyard without addressing the lack drainage issue. My yard remains muddy for 4 days after it rains and there are also puddles of water in my yard.I have contacted Granite Ridge several times in regard to this problem and feel they are not taking my concerns seriously.

  

  Business response

  12/14/2022

  After reviewing the property and communication with appropriate parties, it has been confirmed that Granite Ridge has currently taken the necessary steps in resolving the homeowner request. The draining issue she is referring to has been resolved with additional excavating of the property, Granite Ridge recut the swale on the side of the property to re-rout the draining the correct way. Due to the time it took to adjust the grade, Granite Ridge was not able to complete the fine seed and grade prior to the weather shift. The grass will not germinate in the current conditions, so the home is scheduled to be fine seeded and graded in the spring when weather permits. 

  Customer response

  12/21/2022

   I am rejecting this response because:
  
  While I appreciate Granite Ridge’s response to my previous correspondence, i politely disagree with You’r conclusion that the issue in regard to the lack of drainage and pooling of water in my yard is resolved.  The swale that had been cut into my yard is where the majority of the water pools and doesn’t drain for 4 to 5 days after it rains.  
  

  Addendum:  On 12/16/22, I met with Chris, Granite Ridges Project Manager, who also had observed the pooling water in the swale.  Chris indicated in the spring weather permitting, the land surveyor would have to re-evaluate the drainage issue in my yard.  

  ***** ******

  

  Business response

  02/06/2023

  The grade issue that you are referring to is the work that will be done in the spring, the excavator is aware of the problem at hand and the item will be addressed when weather permits. It is already on their schedule to follow up in the spring.

   

  Thank you

  Customer response

  02/07/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18420490, and find that this resolution is satisfactory to me.

  
  

  Thank you.

   

  ***** ******

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had continuous issues with Granite Ridge Builders since nearing the end of finishing our home build. They wanted us to sign and finish the paperwork for the home before the yard was in and installed. We closed on the home before the yard was done, with a contractual promise that it would be completed. It then took us weeks on calling them to get this completed. Once they had their money from us, they didn't wanted to fulfill the end of their bargain. This was just the beginining of the poor relationship with them. Any issues that we had upon moving into the home, and upon it being paid for, they were less than willing to help us. There was hardly any communication with them. They would not return phone calls. It took forever to get any response from someone. They wouldl promise to come out and fix things, and would end up missing appointments to come out. Now, after the one year, they never came and walked through the home with us. They had us submit any issues with them. They refused to fix our flooring issues. They came out to spackle one whole in the wall, and now refuse to come out and paint it. We have spackle on the wall with no paint. We have left numerous phone calls and messages to have a painter come out, and no one will return our calls. When we do finally talk to someone, ***, she says that she will get with someone right away and get back to us. We then will again not receive any phone calls or any answers. We continue to leave more messages and more phone calls with no response. They have fallen through on all follow-up.

  

  Business response

  09/28/2022

  We did close on the home before the yard was installed due to the Homeowners plan to install a pool which would have destroyed the yard install. After the pool was installed Granite Ridge provided free additional dirt to make the backyard grading more functionable. All of this on top of the pool install date being delayed did push back the yard install. We have sent our own employee back to the house to do the touch up work requested by-passing the painter to ensure that we could get the one-year list completed. No other issues were brought up to Granite Ridge at that visit.   

  Customer response

  09/28/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It doesnt excuse the fact that there was no one from Granite Ridge that ever came out and did the One Year walk through with us. Other fixes were also denied without anyone coming out.the fix for the paint was resolved, but the unsatisfactory outcomes with Granite Ridge continues and will not resolve.

  
  

  Thank you.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been trying for months to get some of these issues resolved however it falls on deaf years.- seeded front yard yet left rocks all through the yard.- open outlets outside, no covers like it is required.- drawer bottoms that are splintering - too many paint flaws, i have to buy a kit to touch up myself if that doesn't work I will have to hire a painter - deep scratches in floors - scratches in bathtub from tools being left in them - damage garage door with broken window - lace ceiling in master bedroom needs fixed - crack in concert patio that is getting longer - frame coming off on back door - they damaged the gutter when repairing the leak - charged us for a redo when they painted with the wrong paint. I stated all FLAT paint on walls. It's noted on deco sheet. They argued that it's trimscaping. WRONG It is wainscoting and I said all walls Flat. Trimscaping is a term used in Yard Work and for ********.

  

  Business response

  09/16/2022

  At the time of receiving the BBB complaint the majority of these issues were in the process of being addressed and since the BBB complaint Granite Ridges Project Manager has been in contact and visited the home to continue to address these concerns. 

  The outlet has been corrected.

  The drawer has been corrected and will be picked up from the *************** and returned to the home.

  Gutter has been repaired.

  Bath tub repair has been requested from the fiberglass company. It will be scheduled soon.

  The concrete crack has been discussed with the homeowners. It has been documented and will continue to be monitored. The current crack meets the acceptable standards set in place by the Indiana quality assurance standards. 

  We have put in a work order for the lace work to be corrected. 

  The yard will be corrected when the yard crew is back working on an adjacent property. Which has been communicated to the homeowner. 

  Damage garage door has been ordered and will be replaced as soon as it arrives. 

   

  Customer response

  09/19/2022

   I am rejecting this response because: this has never been addressed and we have a freaking door frame and parts in our garage waiting them to fix it! We were being blown off until I contacted you. If it is not fixed in the next 10 working days I will be contacting our attorney. 

   
  
  

  
  

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We closed on our house 7/1/21. Prior to this we made GRB aware of a glue-down vinyl plank that had popped. GRB sent someone out to reapply glue. After closing we got in touch with GRB (8/30/21) because the same plank had popped again. We also began to notice other planks popping. GRB sent ****** out to reapply glue. When he came to do so (9/10/21) he noticed there was beaded moisture on the underside of the plank and on the concrete. He brought it to our attention, expressed his concern and took pictures to send to GRB. GRB acknowledged the moisture issue and had ****** set us up with a dehumidifier that we were told would help with the issue. He brought the dehumidifier in mid-October and then came back later to fix the popped planks. We contacted GRB on 11/9/21 because planks were popping. ****** came to the house on 12/20/21 to fix them. On 1/19/22 we contacted GRB again because planks were still not staying down. ****** thought removing the base trim could be a solution. He came out on 2/23/22, pulled up trim and reapplied glue/planks. We made GRB aware that the same planks and more were popping on 2/28/22. GRB decided ****** was the issue and told us they would be getting a different installer to come out. On 3/9/22 **** came out to take a look. He also found moisture on the undersides of planks as well as on the concrete. He used a device that gave him ** (relative humidity) readings of the concrete slab surface. Readings were high in all parts of the home and he informed us this means the ** within the concrete would be even higher. He told us he was going to suggest to GRB that they perform another test, one that would drill further into the concrete and would give a more accurate reading. GRB has ignored this suggestion, even though we have asked for it many times. Since, they had IMI concrete come out to assure us the concrete was fine. This determination was made without anyone even looking at the concrete. To date, the issue goes unresolved.

  

  Business response

  08/03/2022

  Granite Ridge Builders and our Flooring Trade Partner (**************) have been working with ************** & ******************* to review / resolve a flooring concern. Several onsite meetings have occurred to monitor / discuss moisture and the relation of the moisture to the flooring adhesion.  With initial higher moisture readings a dehumidifier was utilized to get the moisture to a level that ************** is comfortable repairing the planks that are not adhering.  With the moisture readings at an acceptable level to **************, we have offered and attempted scheduling the repairs with ************** & *******************.  The repair appointment was tentatively scheduled for 8/15/22, prior to the BBB  complaint being submitted. We would still like to honor the date on repair on the 15th but will need confirmation from the BBB that the owners would like us to make the repair on this date. 

  Customer response

  08/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you

  Well I can see this got us nowhere with Granite Ridge. Im not really surprised . We are so fed up with dealing with this issue in a home that is brand new and that we should be enjoying, not constantly stressing about. Granite Ridge should still come out and fix the popped planks on 08/15/2022. Be aware though that almost every plank has popped at this point in time. As this course of action has been attempted several times before, we fully expect the flooring to pop again. Im sure **** will agree once he starts pulling up the floor and he sees how much moisture is on the concrete. We have been told before that the glue will not adhere to wet concrete but lets waste everyones time again just so any potential concrete issue can continue to be ignored. See you on the 15th!

• Initial Complaint

  06/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I closed on my home last year in October 2021 with a promise from granite ridge to fulfill their outstanding contractual obligations within weeks of move-in. Almost a year later and they have still not fulfilled these contractual obligations/services that I have paid for (payment and outstanding items by myself and by Granite Ridge documented). I have requested this service be completed multiple times since last year and have not received proper communication on when or if this will be completed.

  

  Business response

  07/05/2022

  The project manager that oversaw your home is no longer with the company. Could you please provide a list of the outstanding items and I will be happy to work through these items. Thanks 

   

   

  **** ******* 

*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. ↩