Complaints

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased my brand new Elite home in May. I have had numerous problems! When a problem occurs, you are instructed to fill out and submit a repair request. I submitted a repair request 3 weeks ago and the repair has still not been made. A section of the ceiling was left wide open behind my HVAC unit and so that space is open to the attic. My attic insulation is falling down and into the house and well as my conditioning, etc. going right up into the attic. **** is over the warranty department and you can rarely reach him or get a response. ****' has been assigned to the warranty request and I have had to initiate every contact over the last 3 weeks. There is zero concern or care shown from Elite. I have already had to have my entire kitchen, counters, appliances, cabinets and flooring removed and a hole cut into my slab to repair a water line cut by Elite. If you are reading this, please talk to owners in the neighborhood you are looking to move to. Every house has issues. I want this repair made and it needs to be made ASAP before the weather gets any colder and I will be trying to heat my attic.

  

  Business response

  10/02/2024

  Please see attached response.

  Customer response

  10/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I bought a brand new Elite home. I purchased a home from the 1st buyer but the home had NEVER been lived in and at NO TIME did I rent the home. More importantly, the home had a fully transferrable warranty! This can be verified on Elite's website as well as it was presented to me by my realtor and I have been told by Elite that the home is under warranty. 

  I am not surprised by this response. This has been my experience since purchasing the home... nothing but excuses. My home is under warranty. Period. So im not sure why anything else is relevant.
  
  Sincerely,
  
  ****** ****s

  

  Business response

  10/07/2024

  To the BBB and Homeowner,

  We apologize for the misunderstanding regarding the new owner having lived in the home prior to purchasing.

  It should be noted that no where in the reply does it state we are not honoring the warranty.

  We agree the warranty is transferrable and our reply acknowledges the open matter, and states it is scheduled to be resolved this week.  

   

  Customer response

  10/08/2024

  
  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.
  
  Sincerely,
  
  ****** ****s

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** ***** is refusing to honor the warranty on the house we purchased from them, which includes a 1-year warranty on all materials and workmanship. After just two months in our home, we discovered a crack in our master bathroom tub. Although they initially patched the tub, the crack has since reappeared, even deeper and longer, indicating that the tub now needs to be replaced. Arbor is now claiming that the first patch was done as a courtesy and that the tub replacement is not covered under warranty. They argue that because the crack was not noted during our final walk-through, it is excluded from the 12-month warranty. However, we believe the crack was not present at the time of closing, and they have not provided any proof to the contrary. If the crack had been there prior to closing, Arbor would have known about it, which reflects poorly on them. Given that the tub is clearly faulty, it should be covered under the materials portion of the warranty.

  

  Business response

  10/04/2024

  To the Better Business Bureau,

  We are working through this matter with our customer. We have re-inspected the tub and proposed a repair.

  The customer has several follow up questions that are being responded too prior to scheduling and finalizing any work.

  We expect to resolve this matter to the customers satisfaction.

  Sincerely,

  ***** *****

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my new construction home and closed on 11/16/2024. Since that transaction I experience issues with the home other than normal wear and tear. The first two weeks on being in the home my kitchen flooded due to a leak in the chimney water was coming from my ceiling. The builders did not cover up a hole in the roof and allowed animals and water to enter and also flood my attic. My air/ heat does not blow properly on the top floor The electrical incorrect outlet wasn’t put in my home and can cause a house fire My roof has missing pieces and was not done correctly. My deck was not done correctly and could collapse Due to the room and or siding not done correctly I have animals living in my wall and one is deceased and my house has a horrible smell I reach out to the warranty teams and I have been living with this issue for over 7 days after reaching out My garage don’t work My lights fixtures and falling apart My back yard is flooding everytime it rain causing holes in my backyard I want to return the house to Elite/Arbor homes & they pay the comparable price along with any updates done & the mortgage payments made on the home

  

  Business response

  09/24/2024

  Please see attached reply.

  Customer response

  09/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:I had my home reinspected and these items were still not fixed I advised **** and **** and also the warranty dept. I have several emails as well as proof that I have continued to contact ***** home. I have my newest inspection that I can upload. 
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our home on 7/3/2024. Move in day, was a nightmare. Upon moving in we found so many defects and created a list of items to the builders to get fixed. Some items were repaired while other items they couldn’t seem to get the job done correctly. We have walls that are crooked as well as most of the outlets in the house. The ceiling has a huge dent in the middle, and they are aware of this, and we must deal with it. The flooring when moving in has lumps in the carpet, they sent people out several times to correct this, and still the same results. From them having to fix parts of the area of the carpet the seems are coming apart. They want to blame things on us, instead of taking accountability for cheap products and cheap labor. Our windows have lots of moisture coming in, they’ve been out here twice. There’s an area of the flooring in the kitchen they had to fix and it’s separating from the floor and stripping again. Our cabinets, the wood is chipping and some of them are crooked. Our sidewalk to the front of the house has cracks in the sidewalk, and is all crooked looking and they said, it’s fine. We have puddles of water in the garage that stand still when our cars come in from rain, and they said that’s fine. ***** ***** has been a nightmare…. When you spend so much money on a home you expect things to be almost perfect. I understand that there will be things that won’t be, but it’s the principal. Now we are stuck with getting all these repairs done ourselves out of pocket, because they couldn’t get it fixed correctly or didn’t want to do it.

  

  Business response

  08/26/2024

  Sorry for the delay as I had just left town for over a week when this arrived. Please see attached reply and excerpt from the Limited Warranty provided to this homeowner. We suggest that the owner follow those procedures to have the Warranty Resolution Department facilitate a review.

  Customer response

  08/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: This has nothing to do with the warranty standards.  The issue is the craftmanship of this home being built.  From the time we moved in, I've had many people come in and out oof our home for items that needed to fixed, and they returning for lack off work being done correctly.  The whole capret in the home was never addressed only certain parts of the home.  I still am walking on stuff, from the first time the repair team, found drywall stuck under the padding. Sloppy work.  The issue is just not the kitchen floor, my walls are crooked. I was told b,  **** and *******, this would be corrected at our one year touchup. They came out yesterday ( 08/26/24) and they were not able to fix, so I will have to deal with the crooked walls.  The outlets, how many times they came out several, you send people out that cannot do the job right, and keep sending them again, still having the same issues.  The crooked closet doors, they came to fix one, and there was no other way it could have been done, so now we have to deal with  anof uneven icloset doors. The pudlles of water that keep standing still the garage. The concrete sidewalk that they reparied is crooked with cracked lines..  Again, the warrany items were "fixed' based upon what ***** ***** calls fixed' we are not happy with our purchase and they way we've  been delt with since day one.  We've disscussed alot with  ******* ******** and **** ****, because **** **** was impossible to work with. I have emails and text messages proving our whole entrire warranty items. 

   

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

• Initial Complaint

  07/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We entered an agreement w/ Elite on 10/30/23 to build a home. Our total earnest deposit = $28,152.50. During the build process, a crack was found in the basement in April 2024. The crack got repaired early June 2024. We hired an inspector in June 2024. Prior to inspection, the basement flooded - the BR carpet & closet doors had water damage. When our inspector arrived on 6/21/24 to setup the Radon test, the carpet was pulled back & fans were blowing in the BR to dry the saturated carpet. On 6/24/24, the fans were still blowing on the BR floor & padding. The closet doors had water damage. The project mgr advised the flooding started on 6/19/24. *** was scheduled for 6/25/24. During our inspection, a crack in the driveway was found that is now broken completely. The roof was improperly installed per inspection. The ground is wet due to the sump pump & grading. During the ***, we asked for items to be repaired but unable to come to an agreement so we did not sign off on the form. Huge concerns were carpet, driveway, roof & leaks/flooding. We agreed to meet w/Elite to give an opportunity to make things right, as they admitted trust had been broken due to poor communication on their end. We met w/Elite on 7/10/24; they advised no new carpet & padding - they cleaned the carpet & replaced the closet doors. No repair to the drywall that could possibly include mold growth. They will not do anything about the driveway, as the crack has to be big enough for 3 credit cards to fit. We advised of dissatisfaction & want our earnest money back. *****, the sales mgr informed us we will not get our earnest money back & if we want to go through arbitration or get an atty, we could try it. Elite referred to the agreement but did not keep up the terms of it; they did not provide the product that they promised. ***** compared the home to a 10 yr old home but we were expecting a new build. We are entitled to our earnest money back, as we are unable to come to a mutual agreement w/Elite.

  

  Business response

  07/22/2024

  Please see attached reply.

  Customer response

  07/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  We are unable to come to a mutual decision and Section 25 of the Purchase Agreement should warrant a refund of our earnest money.
  ~Please see the attachments.
  
  Sincerely,
  
  ******** **********

  

  Business response

  08/01/2024

  See attached response from the business.

  Customer response

  08/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  We still have unresolved issues and unanswered questions. I attempted to attach email correspondence and photos but the files were too large so I will forward to both *** ******** and *** *******.
  
  Please see other attachment.
  
  Sincerely,
  
  ******** **********

  Customer response

  08/05/2024

  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  We still have unresolved issues and unanswered questions. I attempted to attach email correspondence and photos but the files were too large so I will forward to both *** ******** and *** *******.
  
  Please see other attachment.
  
  Sincerely,
  
  ******** **********
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year, I had several meetings with Elite Homes related to our home and landscaping. One of the items that was identified was the draining issue behind our house (**** ******* **** *********** ** *****). That is, when it rains and when there is a water discharge from the pipes, we have standing water behind our house (see attached photos). The accumulated standing water is not only damaging the yard, but it was determined by the *** that it is considered a health hazard issue as well. I had conversations and brought up my concerns to *** ******* ******, ******* ******y, ***** *****, and **** *******. I had a meeting with *** ********, *** *****, and *** ******* on October 13th of last year. During that meeting we discussed outstanding issues that had to be addressed outside of our house, including the draining issue as well. They advised me that the draining issue was created by an incorrectly installed pipe. At that time, I was advised that the ticket would be created to address the draining issue. Since I have not heard anything back, I have followed up with *** ******** to understand the status of that ticket and the draining issue. *** ******** advised me to reach out to **** ***, who serves as a Warranty Supervisor for Elite. I’ve met with *** *** and was told that he would follow up with me. However, despite several follow ups and reminders, he would advise me that he would get back with me and then I would not hear anything back. This issue is well documented, and it was brought up to attention not just of *** ***, but also *** ****** who is the President of Elite Homes. My request of Elite is to rectify this situation, fix the draining issue, cover any expenses related to landscaping damage, communicate proactively, and address it to my satisfaction. Support and assistance from your office will be greatly appreciated. Please let me know if any additional information is needed. Thank you.

  

  Business response

  06/03/2024

  Dear Better Business Bureau,
  
  We are in receipt of the complaint filed with the BBB.
  
  Please be advised that we met with our home buyer and showed him that the area of concern is not on his property. Furthermore, we shared the terms of his limited warranty and purchase agreement to show that even if it was on his property that natural ground water is not a covered warrantable claim and any costs incurred to remediate, per the purchase agreement, would be payable by the owner.
  
  With that said, we also explained to both the consumer and the Shakes Run Homeowners Association (the “HOA”) options, in our opinion, that can be used to mitigate the consumers concerns. Please see attached a copy of the correspondence to both the HOA and homeowner.
  
  Based on the foregoing, we believe the matter directed to Elite Homes should be closed out.
  
  Finally, it is our understanding per conversation with *** Dizdarevic, that the HOA has indicated to the owner they would handle the matter if confirmed the area in question is in HOA Open Space. We hope our attached email to the HOA Property Manager will provide that clarification.
  
  Sincerely,
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home from ***** *****. During the sale I asking about why the backyard was so wet each time I came up. They would say it or they were watering the sod. I learned that the land is unstable and floods. Since I moved in it floods with each rain or snowfall. The developer is not fixing the issue

  

  Business response

  01/19/2024

  Please see attached letter. Our team has a follow up meeting scheduled with the homeowner on Tuesday Jan 23 to discuss next steps.

  Customer response

  01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I appreciate your reply, however one of your employees **** who is suppose to be the warranty person for ***** ***** came to my home regarding another warranty issue and made it clear that he was not fixing my yard and that he’s on the fence about fixing the sides as I had concrete added.  The yard was flooding before the concrete was added because the home was never leveled. We even asked our project manager during the building process why it was so wet back there and he said it would go away however it never did.  My neighbors didn’t add concrete and all the water from their yard runs into mine.  I was very excited to build with ***** ***** and now I feel like I’m living in a home that my kids can’t go into the back yard because it’s drenched and ugly looking. It’s disturbing my inner peace. I paid a lot to build and I honestly feel like the home could collapse because I don’t trust the foundation.  I’ve attached pics looking back at the construction process, and I was excited about the build not realizing it’s on muddy water. ***** ***** built the home during wet muddy cold times so why do I have to wait until spring, when it rains all spring, to get this issue resolved.  I honestly feel like ***** ***** does not care.  Before I received your reply I tried reaching out to **** several times and left several messages and got no response.  **** then said he would put me on the schedule and you all are suppose to come to the home next week to further assess , however I paid for a livable home in its entirety.  This includes the yard. I feel like ***** ***** is not doing right but me at all. 
  Sincerely,
  
  ******* ******

  

  Business response

  01/24/2024

  *******,

  Please help me understand what you are rejecting.

  We have agreed this needs to be fixed and have directed **** and **** to repair the yard so it does not have standing water within the side and rear for more than 24 hours after it rains as specified in the homeowner limited warranty. Do you not want us to fix this as promised?

  My conversations with both team members were after your meeting with **** or the construction of the home. So, while I understand they were both frustrating I cant change that experience but I can honor my commitment to get this resolved. And, while I understand the patio complicates the repair at this time, I understand this is still something we should and will address notwithstanding what our Team said.

  Sincerely,

  ****

  Customer response

  01/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I rejected it because your team said they cant fix it in the rain. It always rains and its always wet so i'm confused about why I have to wait to the spring to get it fixed when as the builder,  the home and sod was placed in the back yard while it was cold and wet.  Its also not fair to me because the issue was know  even before closing.  
  
  Sincerely,
  
  ******* ******

  Customer response

  02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I rejected it because your team said they cant fix it in the rain. It always rains and its always wet so i'm confused about why I have to wait to the spring to get it fixed when as the builder,  the home and sod was placed in the back yard while it was cold and wet.  Its also not fair to me because the issue was know  even before closing.  
  
  Sincerely,
  
  ******* ******

  

  Business response

  02/28/2024

  While we understand *** ****** is frustrated with the situation and our projected time to resolve the
  matter, it will unfortunately take time to resolve as it involves work on four lots and is impacted by the
  weather.
  Please understand that the required work extends beyond her lot. We will begin by modifying rain
  gutters on a home three lots uphill from her home to redirect water to the front of that home rather
  than downhill behind that home and across three lots to her lot. Then, when we have dry weather for
  enough time to allow the ground to dry out, we can get good soil to haul in to make grading corrections
  on three other lots uphill from her home. The grading corrections on these three lots includes changing
  the drainage patterns so the water that is now flowing downhill to her home is being redirected to flow
  from each back yard to each font yard rather than across each of the lots downhill to end in her back
  yard. This will consist of bringing in dirt to raise the rear yards for those three lots enough to create a
  crown in the back yard for each so that water will flow from the rear to front around each of those
  homes. In addition, the side yard of *** ****** will have grading work done to allow the water to flow
  from her rear yard to the front as well. *** ****** will also have grading done on the rear patio area to
  allow the water in the rear yard to flow to the newly established swales on the side yards.
  The bulk of the standing water in *** ****** yard is a result of water flowing to her yard from three lots
  uphill that must be redirected so it never gets to her home to start. Doing work in her yard prior to fixing
  the true cause will not resolve the actual issue we are committed to resolve.
  We remain committed to doing this work. But, as stated in prior correspondence the amount of exterior
  dirt work will require conditions not anticipated until Spring.

  Customer response

  03/02/2024

  
  Complaint: ********
  
  I am rejecting this response I understand you say you’re going to fix it but the house should have never been sold to me with the issue.  You guys cut corners and now I’m paying the price.  I get angry every time I look outside. It’s miserable.  That fact that you don’t believe I’m entitled to compensation is bizarre.  Not that only should I be compensated for this situation but it should be resolved in a timely manner.  It will never dry out back there for you to be able to work.  I’m mad I purchased this house.  I feel robbed.  The video and pic is from this morning. Look at my backyard and tell me if your loved ones would be happy if it were them. You all sold this house knowing it was a grading issue.  My kids or dog can’t go outside. 

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

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed on a home with Elite last February. I have had several issues with poor workmanship, faulty materials, and lack of concern. In the initial stages of building a bathroom toilet drain was dug in my basement bathroom. Shower head in the master bedroom was installed & pipes on the wrong side of the shower. Basement floor was laid uneven - I’ve had to have my tile floor resurfaced and relayed twice and it still is uneven in several areas. My garage door broke week 1 at move in due to it being improperly aligned. Several breakers as well as electrical sockets and bathrooom fan had to be replaced due to failure to operate. My windows were not sealed and when I asked the project manager about it, he initially replied by text that the windows didn’t need sealing. Front door and basement door were hung incorrectly, project manager explained that door are often this way, however they did later correct this. Elite overlooked recommendations from engineers and changed grade from what was initially submitted to *** - as a result several lots have drainage issues. They never disclosed grade changes with residents/buyers - I found this out only after hiring a surveyor and working with local *** for an enchrochment. Slope was initially laid wrong sending water towards my home - this was corrected once I brought to their attention my surveyor found this error. I went months without sod, with weather soil eroded and due to blasting in a newer Elite building zone- field mice began to burrow in errorder trenches near my home. It took several months for weak hole to be addressed. Inconsistent pipe sizing was installed in my home causing reduced flow rates. Driveway had cracks at move in, I was told that cracks/breaks would have to be over 1/4 inch, my driveway is now crumbling and Elite refuses to fix. I’ve spent numerous days from work to be home for repairs. Claims entered often take weeks for a response. I want repairs of everything faulty to be fixed.

  

  Business response

  01/10/2024

  Please see attached letter to *** ******* and a section from the limited warranty that is referenced in said letter.

  Customer response

  01/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I want concerns fixed in a timely manner. Driveways shouldn’t start breaking in the 1st 9 months. Added I’ve reviewed my garage camera footage which records driveway activity over the past 60 days - my security system has no record of Elite examining my driveway.
  Added there is still drainage issues on the right side of my home - ticket has been placed, a socket in the basement trips our breaker - a ticket has been placed, our fireplaces has went out a few times when used over 6 hrs - a ticket has been placed.

  
  Sincerely,
  
  J**** *******

  

  Business response

  01/12/2024

  *** *******,

  I will follow up with the customer care team regarding the 3 open tickets that have not yet been addressed.

  While I understand you do not accept our response on the driveway, our position is unchanged and consistent with the limited warranty provided with the home. If you have pictures of cracking or displacement in the driveway, as explained in meetings with our team and my prior response, I would be happy to review them as well as do a personal site visit.

  Sincerely,

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

  Customer response

  01/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  You constantly look for budget/economy contractors that clearly are just learning their trade. Since my complaint I’ve issued additional tickets explaining that my trees are now leaning as are others in the subdivision. When the landscapers dug to plant tree there was allot of rock buried, the failed to add fill soil so now several trees are now leaving due to the lack of dirt and heavy rain and snow over the past week. If the landscapers hired were competent they would know that fill dirt if needed to secure the tree. Yesterday Elite called and placed the blame on the HOA when it was Elite who instructed to have to trees placed. 
  Second the lot next to the entrance has it sump drain running to the side of their house, because of how the drain is aligned the released water now runs on the side walk and has frozen causing patches of ice and slip hazards. The ice still has not been addressed nor has the flow of their drain been addressed. The was brought to the attention of the HOA who was supposed to let Elite know.
  Frustrating have to keep tabs on the contractors work as if I’m checking my children school homework daily.
  
  
  Sincerely,
  
  J**** *******

   

  
  

  Customer response

  01/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: You constantly look for budget/economy contractors that clearly are just learning their trade. Since my complaint I’ve issued additional tickets explaining that my trees are now leaning as are others in the subdivision. When the landscapers dug to plant tree there was allot of rock buried, the failed to add fill soil so now several trees are now leaving due to the lack of dirt and heavy rain and snow over the past week. If the landscapers hired were competent they would know that fill dirt if needed to secure the tree. Yesterday Elite called and placed the blame on the HOA when it was Elite who instructed to have to trees placed. 
  Second the lot next to the entrance has it sump drain running to the side of their house, because of how the drain is aligned the released water now runs on the side walk and has frozen causing patches of ice and slip hazards. The ice still has not been addressed nor has the flow of their drain been addressed. The was brought to the attention of the HOA who was supposed to let Elite know.
  Frustrating have to keep tabs on the contractors work as if I’m checking my children school homework daily.
  
  Sincerely,
  
  J**** *******

  Customer response

  02/12/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  In reference to complaint ID .********, , I agree to participate in BBB Mediation.

   

   

  Regards,

  J**** *******

  

  Business response

  02/14/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Our position remains that we have continued to fix valid warrantable items as service requests are being submitted by *** *******. He has an open dialogue with the company via email and we will continue to address valid issues that are raised as we recently did with the street trees.

  Further, our Purchase Agreement with *** ******* provides for a Conciliation Process and outlines the procedures to follow should he choose to do so. The home also came with a Limited Warranty through the Residential Warranty Company who is also available to help resolve matters for a home buyer. If there is a valid warrantable claim  that we are not handling they would assist the ********* with having us resolve resolving the issue. They could seek mediation through the help of *** if needed. Please know that if we believed we had a warrantable item we would absolutely be resolving the matter. 

  Thank you.

  Customer response

  02/21/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  In reference to complaint ID .********, , I agree to participate in BBB Mediation.

  Regards,

  J**** *******

  

  Business response

  02/21/2024

  Our position remains that we have continued to fix valid warrantable items as service requests are being submitted by *** *******. He has an open dialogue with the company via email and we will continue to address valid issues that are raised as we recently did with the street trees.
  
  Further, our Purchase Agreement with *** ******* provides for a Conciliation Process and outlines the procedures to follow should he choose to do so. The home also came with a Limited Warranty through the Residential Warranty Company who is also available to help resolve matters for a home buyer. If there is a valid warrantable claim  that we are not handling they would assist the ********* with having us resolve resolving the issue. They could seek mediation through the help of *** if needed. Please know that if we believed we had a warrantable item we would absolutely be resolving the matter. 
  
  Thank you.

  Customer response

  02/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Elite continues to use contractors that are either inexperienced, lazy and fail to do due diligence, or use cheap materials.
  My master shower fan goes out when I take showers over 15 mins. The contractor replaced the fan prior - I’ve own 2 prior homes and never had a bathroom fan go out, let alone 2 with issues with 12 months 
  Elite had my radon system installed by a plumber who isn’t radon certified. My system had high pressure rates after I had a fan installed, it was determined by a radon company that I paid out of pocket that my system was not installed effectively. The plumber simply pushed a pipe into the ground rather than digging a preferred pit to reduce radon pressure.
  I’ve contacted a drywall contractor to finish an additional area in my basement that was unfinished and the contractor brought to my attention that I have studs on my wall that don’t match thus I cannot have a flat wall due to the studs not matching.
  i was told by VP Pat R that once I provided a letter from *** regarding approval of my enchrochment that Elite would regrade and sod below my stone ledge. I provided Elite with an approval email from *** last October. Elite refused to complete sod work and grade work. I hired a contractor to sod for me and they had my HOA serve me a cease and desist preventing me from further work to maintain my backyard and wall, with the rain over the fall and snow over the winter, soil was exposed with no turf to cover and a stone has fell while other stones have also become loose. 
  Sincerely,
  
  J**** *******

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we have closed our Home on 5/12/2022 since moving in we have been facing the below issues and numerous tickets have been created and no resolution till now. Since moving in we have been complaining about the temperature not being stable at home. The summer months were all very suffocating and hot which were also not observed and treated accordingly and after that all these months only trial and error was going on and you have not analysed the problem till now. Coming to winter, in the negative temperatures outside, my house including the floors are cold when the thermostat is set up even at 74 degrees. All the contractors who ever came to address the issue with these always left with showing concern and sympathy but never found out what the issue was. The temperature upstairs is sometimes 51 degrees and the comments from elite were pathetic saying this room is above garage when this was supposed to be one of the bedrooms. As a family we have been traumatized since moving into this home, my kids have been sick everytime when the weather is bad outside because of the temperature not being stable at home and have been checked up by doctors. This also impacted my profession life and career as I was spending most of the time during the business hours with following up Elite and Elite contractors customer service. Elite responses every time are very depressing and hopeless. This house is supposed to be with four bedroom house with two full bath but for my family, this house is only three bed and one bath. 1. We have a bedroom and washroom on 2nd floor which are unusable since we moved in as the temperatures are below 60 on both. Multiple times HVAC people have done trial and error fixes and issue has still not yet been resolved. Recently **** found out that the insulation was not done appropriately by which the washroom pipelines were freezed for more than 2days during the bad weather. Now they have fixed the insulation and still the issue remains the same. For the last 7months I have been getting huge amount of electricity and gas ****s which I should not be responsible based on the situation. 2.Temperature at home is never stable we are setting my home temperature at 75 (which is already high) but by morning it automatically drops to 69/70 by morning, not sure why. And the HVAC people worked on it multiple times since summer and now they have taken out the option of cool (only option available is Heat or off) on the thermostat. During the bad weather weekend when the temperatures were about -30 heating didn’t work for the weekend and had to make multiple calls and was fixed after suffering for 2days at home for which I already gave heads up to **** on the expected bad weather and he didn’t bother to address it. 3. Vinyl flooring has all marks allover the main door to hall, after googling and using multiple specialized vinyl floor cleaners it is still the same. 4. Drive way & Walk way Major cracks developed in driveway with in a month of moving in and when raised a ticket for the same the response was 2 credit cards need to fit into the cracks then only Elite will look into it. When the quality of work is bad why should the customer wait for the cracks to enlarge to fix it. One snow storm and the driveway and the walkway have completely peeled off like sand. ****’s response to it was because of the salt from the tires of the car . does he mean to say we should be staying at home till the time salt is wiped out of the roads, that is ridiculous. Not sure how the car salt has affected the walkway to the main door too. 5. Garage: When there is rain outside and the car is parked after coming back home in the rain all the water from the car either moves to the left wall or the right wall casing dampness infact is should be having slope to outside and not to the walls.

  

  Business response

  03/16/2023

  Please know that Elite Homes was aware of these four matters and actively working to find resolution prior to any correspondence with the BBB. We also understand that any time matters are not resolved in a timely basis, it causes frustration for our homebuyers which we do understand and apologize.

  Regarding the heating, with the acknowledgement of the homeowner and a third-party testing company, we have been able to confirm that the Heating/Cooling issue has been resolved. While we did add insulation as the owner noted, it was determined that the primary cause was a lowering of the gas pressure to the furnace. In an effort to save on the gas utility ****, the owner had asked the installing trade to adjust the gas pressure to the furnace. Such change unknowingly had a negative impact on the operating efficiency and would void the warranty if done again in the future. We also acknowledge that the exterior temperatures have warmed a bit since the initial concern, so we have agreed to continue to monitor the temperatures in the room through the next winter. It has been in the 30s this past week and we have not heard from Mr. ******.
  

  Regarding the floors, the flooring installer has reached out to the manufacture to request the flooring smudges be evaluated.  The manufacturer had a 3^rd party evaluate the smudges.  The claim on their floor was denied based on the ability to clean all identified areas of concern.  Per the report, “As for the foot prints and smudge areas present on installed planking, these were removed by spot cleaning and the desired appearance returned.”  They also mentioned this in regards to cleaning it – “When using a towel and only distilled water to spot clean several areas of the installed flooring, most concern areas could be removed with just this method and a few areas that could not be removed with just the distilled water and a towel, when then applying Shaw R2X floor cleaner to these areas, the rest of the foot print and or smudge areas were removed and the desired appearance was present. Some light soil was removed and transferred onto the spot cleaning towel from these spots cleaned areas mostly after using the Shaw R2X floor cleaner.” While we understand the homeowner feels they should not have to use the recommended ShawR2X to clean some areas all floor manufacturers have required standards of care that must be adhered too. The owner continues to believe there are some areas of concern that remain, and we are working to schedule another follow up where all parties are present as management did see some valid inconsistencies that we want to be present with all parties for a reassessment.
  

  While we understand our home buyer is upset that the aesthetics of their driveway have been impacted by harsh winter road chemicals, the driveway is not covered under the limited warranty.  The buyer signed the attached (Exhibit A) Limited Warranty that specifically excludes driveways.  Again, out of good faith we reviewed both of their driveway concerns.  Concrete cracking is unfortunately common. Per the National Association of Home Builders guidelines, if the cracks become wider than a ¼” or has a ¼ in height deviation, Elite will fill the cracks with an approved filler or fix a displacement.  The spalling on the driveway is caused by the brine mixture sprayed on the roads which is frustrating and unfortunate for any of our buyers.  Elite tries to communicate and educate the risks and challenges this will cause, especially during the first 12 months of a newly curing driveway.  We explained that a light muriatic pressure wash and a water based penetrating sealer (from concrete supplier) will help improve the driveways appearance.  

  Finally, we have met with the buyer and checked the garage floor to ensure it was installed correctly.  While it does not allow water to flow as the buyer anticipated, it does the appropriate fall to the garage door. We understand the buyer was disappointed as they intended to store items on the floor, but we explained that any storage on a concrete floor would naturally have moisture up against a concrete floor and recommended storing anything off the ground. To the acknowledgment of the buyer the garage slab has the correct pitches and was installed with the correct fall.

  With this said and understanding it did take some time to resolve the HVAC we are willing to power wash and seal the driveway as a concession if Mr. ****** would like us to do that. 
  

  ******* ******* | Division President

  Customer response

  03/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I understand that Driveway is not under warranty but driveway cracking in 2 weeks of moving in and peeling off completely with in 6 months of one snow makes no sense. It is a bad concrete which is unevenly laid. Elite homes representatives were here and looked at the uneven laying and confirmed that it is expected, which shows the quality of their construction. Any person who has seen it has confirmed that it is a bad concrete. Please look into the attached pictures where it is clearly evident that the driveway looks like a pool when it rains, which is causing all this issues. And the walkway to the deck is sloped onto the wrong side which causing the water puddle and damaging the deck.
  
  Garage is also unevenly laid and water puddles everywhere when we park the car coming back from rain.
  
  HVAC issue is resolved and the flooring company is still trying to analyze the issue with no outcome yet.
  
  Sincerely,
  
  ****** ****** ************

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