Complaints

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed on this property 3 months ago. From day one there have been issues with the house with no resolution. There is a water backup into the house and contacted the plumbing warranty who were not able to find the issue. Issue occurred again on 12/29 and they are not available until Monday. There is a leak on the side walk and the city is not able to take care because this is for the builder. The house was poorly made and when I complaint they said that is how it should be. I have receive the worse service and experience.

  Business response

  01/16/2025

  The following outlines the full status and resolution details related to the BBB complaint filed by Ms. ****** It is important to note that Ms. ***** did not submit a warranty request form prior to filing her complaint. Upon receiving and reviewing the BBB complaint, the warranty team promptly took action by creating a work order to address the concerns outlined in her submission.

  All matters have been resolved.

  Customer response

  01/16/2025

   
  I am rejecting this response because: the reason why a warranty order was not placed it was because this concern was communicated right after closing on the home. They only addressed the  plumbing issue but did not address the insulation issue. I spoke to  someone 2x and I have not been able to communicate with her again about the insulation and the noise issue. The plumber will be here to have me sign off on the issue but only the plumbing issue was addressed. 
  
  

  Business response

  02/07/2025

  The customer signed off on the credit as we responded. Therefore their response is respectfully denied.

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home in the Autumn Pond Subdivision in September of 2023. When we first purchased the property, the home behind ours was not built. We are by far not the only residents in this community with drainage issues, but we do seem to have a problem getting our issue resolved by having French drains installed unlike many of our other neighbors who had the same problem. I understand Eastwood Homes has once tried to make the claim that our fence has caused a topography issue as a means to dismiss us, but we have had the fence company out to raise our fence to allow the river to flow freely through our backyard. We have also been questioned as to if we removed the sod when we added some nice gardenias and azaleas. We did not remove the sod. This is a clear grading issue that certainly became a problem as the new housing was being constructed behind our home after our purchase. I have pictures from our initial purchase through almost every rainfall that has destroyed our backyard. Today's rainfall was nothing significant and yet our yard is a mess again. We are concerned about our fence falling, especially now that the neighbors behind us have attached their fence to our fence line. I have a toddler who plays in this yard and another baby on the way, and it is unfit for children. It is pathetic that it has come to this point. The yard does not maintain compliance with the *** code and falls short of their standards, leading us to incur potential financial and legal issues. Per *** regulations, our grass/sod has to be kept at a certain condition where we can fix and maintain the presence of our yard. This is no longer possible as any sod has been eroded away. I cannot maintain a yard when I have constant erosion due to improper grading from the homes behind us. I would have hoped that we would have purchased a home that would have not incurred us noncompliance, constant stress, and financial woes, but that is not the case with Eastwood Homes.

  Business response

  01/03/2025

  Eastwood Homes reached out to ***************, ************** who has exclusive authority regarding the matters, and the below is the response provided:

   

  The land development and structure requirements  viewed at the final inspections  would now be maintained under the warranty program of the builder as long as it is not altered.  Up until now all activities, both land development and construction, have been approved and engineered. 

   

  Homeowners have the responsibility to maintain their lots and keep them code compliant.

   

  It is very important to note  any actions taken by a homeowner that changes or alters the land development plan or code requirements to a lot/pad would be considered non-code compliant.  The changes would be at their own risk to damaging/reconfiguring the measures in place for storm water control.  Such damage/reconfiguring of these measures would not be the responsibility of the county or builder.  A good example is homeowner reconfiguring their flower beds and not taking into consideration the required 6 in 10 fall required by code.  Their action may cause water to sit against the house causing water damage.  This would be the owners responsibility for damages caused by their actions.  Another example we see, is homeowners placing fencing or accessory structures on their property changing the natural water flow to a point it creates an erosion issue on their lot, or worse on their neighbors lot.  Again, the owners actions created the issue therefore they would be responsible for correcting the issue.  

   

  This isnt to say homeowners cannot improve their lots or build additional structures, they just have to realize they incur the responsibility of not creating storm water erosion or control issues.    

   

  Hope this provides the requested information.  Feel free to share this email as an official document provided by the Countys Building Official. 

   

  Sincerely,

   

  **** Zap

   

  **** *********, CBO

  Building Official

  Director of Building Inspections

  Richland County Government

• Initial Complaint

  11/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The foundation of this new house purchased from Eastwood Builders ********* SC ***** is crumbling. Poor quality and shoddy workmanship. *** requested repair. I purchased 9/24/24. Im going to contact a lawyer if I dont get a reply. This is unacceptable. Whomever inspected this house did a poor job.

  Business response

  12/09/2024

  Eastwood Homes reviewed the pictures provided and went to view the home in person earlier this week and can confirm there are no unusual or unexpected foundation issues. The customer requests a smooth finish, which is cosmetic. Eastwood Homes, as a courtesy, will touch the finish up. Had this matter been brought to Eastwoods attention through its normal warranty process this same offer would have been made. 

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a new construction from Eastwood Homes in April 2021. We have experienced multiple issues that are a direct result of builder defects, shoddy work and negligence by Eastwood Homes and/or their subcontractors. The latest major issue that Eastwood has refused to repair is our *** flooring that was flooded due to finishing nails being shot into our waterlines when the picture frame molding was installed. Since the *** flooring that was put in our home is now discontinued, they wanted to put the water damaged floor back down instead of having to replace the whole floor.Prior to the major leak occuring, we had submitted a warranty claim for a plumber to come evaluate a dripping sound behind the wall three different times. The plumbing company that was a subcontractor of Eastwood during our build came out three different times, however, they were unable to "find" a leak and would not cut into the drywall to inspect it since they couldn't see any water protruding from behind the wall. On January 22, 2024, there was a high pressurized leak inside our interior wall that runs between our dining room and kitchen. The water leaked behind the wall and got underneath our *** flooring before the leak was identified. Despite our attempt to dry out the damaged flooring, the floor was unable to be reused and had been discontinued. Eastwood attempted to find leftover boxes to use to replace the damaged pieces but was unable to find any. Eastwood said they would send out their water remediation team to ensure everything was dried out properly to prevent future mold, but never did. When they told me they wanted to reuse the water damaged floor they pulled up, since they couldn't find any leftover flooring for replacement, I contacted a remediation company to see if the floor was safe to reuse and they said no, so I wouldn't allow Eastwood to reuse the damaged floor. I have now been missing half the floor in my dining room since January. Eastwood refuses to do anything else.

  Business response

  12/09/2024

  After receipt of this complaint and an independent review it is clear this complaint is not accurate. The following is a detailed chronology which sets forth all steps and actions performed by Eastwood. The below demonstrates Eastwood went above and beyond to try to help this customer. 

   

  Factually, this home closed 4.28.2021. Currently, this home is in the 8^th month of year four under the warranty. Based on our records, the leak in the lines appeared January 22, 2024. On that date Eastwood opened an emergency ticket.

  All repairs except for the flooring were completed by February 13, 2024.The flooring ticket was closed March 13, 2024 after unsuccessful attempts to replace dining room flooring, as is detailed below.

   

  Under the emergency response provided by Eastwood, representatives promptly addressed and repaired leaks, including removing flooring that had been affected (approximately 3 ft from the wall of the leak area). The flooring was in reusable condition, but the homeowner discarded it without Eastwoods knowledge one night, citing concerns about her cat sneezing on it.  This customer then requested new flooring for the entire first floor, which exceeded the scope of necessary repairs.  The flooring was no longer manufactured, and no extra could be found on the market.  Eastwood would have been justified to take no further action based on the customer discarding her floor, but instead, as a customer service measure, decided to consider other ways to assist this customer.

   

  As a goodwill gesture, Eastwood offered to replace the dining room flooring with a comparable product and color.  After extensive discussions, the customer declined this offer.  This customer then proceeded to file a claim with the flooring manufacturer. That subsequent claim with the flooring manufacturer was denied due to lack of product defect and proper installation.  Minor variances in the flooring (1/32) met building standards. This customer was angling for the entire 1^stlevel of the homes flooring to be replaced which consisted of the dining room, hall, kitchen, breakfast area and living room, so it would all match (knowing that the discarded flooring would have matched).

   

  The homeowner also requested  replacements of the entirety of the homes electrical and plumbing systems, which were denied, as repairs were limited to a damaged area only - and the homes electrical and plumbing were not damaged. 

   

  As an additional customer service measure, the ********************** moisture levels were consistently monitored and documented, with no mold detected.

   

  Cumulatively, all repairs were completed to standard, and the homeowner signed off on the works completion and satisfaction, except for the flooring, and the below is the closing entry:

   

  ---------CLOSED BY: (03/13/2024 04:35 PM)---------

   

  Homeowner threw away the flooring removed so it couldn't be used.  As an act of goodwill, we offered to replace all of the flooring in the dining room.  The owner rejected this offering feeling like it would give her mismatched flooring.

  A letter was send from GZ/Corporate clarifying our offer and advising that her work order is now closed.  Copy of the letter is in the file.  GZ closed order today per management.  No further repairs will be made for this issue.

  []03/13/2024 04:33 PM (Eastern Daylight)

   

  Based on this summary the closure of this complaints respectfully requested.

  Customer response

  12/13/2024

  I am rejecting this response because: The response from the business is not true

  Our first claim about a potential water leak was submitted on 7.26.2021. On 1.22.2024, 2 years & 8 months after closing on our home, a leak presented itself in the same area of the original claim.Someone from EW & *** assessed the damaged floor on 2.16.24, saying the floor would probably be ok to reuse. I mentioned the floor smelled bad & they both agreed. It was causing a foul odor in my home. Nothing was said about a cat sneezing on the floor, & it's an insult to my intelligence to suggest that I discarded the flooring because my cat sneezed on it. EW was supposed to send DraTech out to assess for mold but never did so I hired someone to assess it. They determined the floor was NOT salvageable. I love our LVP, so I was not trying to get the whole floor replaced until I found out they couldnt find any for repair. My dining room is part of an open floor plan, so two different floors butted together would look bad & decrease the value of the home. I did not request replacement of the entirety of the homes electrical and plumbing systems. After determining the picture frame molding was negligently installed using long finishing nails, a 2nd leak was found, & the plumber found a hole in the electrical wire, I requested they open more of that wall to inspect the water lines for additional leaks.A general contractor came out to give me a quote for replacement of the floor after EW refused to fix it, although it was 100% caused by builder defect/negligence. The ** noted that the damaged floor was not reusable &advised that the floor was not properly installed. I then found out 3 neighboring homes, that were built at the same time as mine, were approved by *** for full replacement due to improper installation, so I contacted *** to file a claim. Although I had identical issues to the 3 neighboring homes approved for replacement, my claim was denied.

  Business response

  01/03/2025

  The response provided by Claimant does not add any new information which changes the response previously provided by Eastwood Homes. Accordingly, Eastwood Homes stands by its very detailed response to this complaint.

  Customer response

  01/03/2025

   
  I am rejecting this response because: Eastwood Homes contractors and/or subcontractors are solely responsible for the water leak, due to negligence and poor workmanship. The trim ********* that was subcontracted by Eastwood Homes, negligently used 2.25 inch nails to install quarter round and molding into drywall. Due to the length of the nails used, the nails penetrated the water lines behind the wall, causing a leak, which damaged our floor to a non-reusable condition. Eastwood Homes should take responsibility for their poor workmanship and the repair/replacement costs incurred from their shoddy work.
  
  

  Business response

  01/04/2025

  Eastwood Homes stands by its lengthy and detailed response based on its written records, and the subsequent response does not add any new information. Accordingly no further response is necessary at this time.

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home in July 2020 and Eastwood has yet to complete our 1yr warranty fixes. Currently there are 3 items that need resolved:1) cracked floor tile in the master bath 2) discoloration of tub in hall bath 3) 2 rooms in the house do not keep temperature. This may be do to hvac but not 100% confident. For number 3, this has been an issue since we have moved in. For the past 3yrs we have been told they need to wait until the peek season (summer/winter) but when that time comes it takes me having to reach out to them for action. When i do there are excuses on why they cant do it. All the houses in our neighborhood with our floor plan have this issue. Our neighborhood was the first neighborhood Eastwood used this floor plan in ********** but they did have it in **. Also Eastwood is now using a different hvac company than who installed the system. Our system has been over worked for 4 years now and has a 5 year warranty. The recent suggestion from Eastwood is to install "new" to the market thermostats which have wifi communication to trigger the system to run harder and longer to average out the tempatures in the rooms. This solution puts more wear and tear on a system which has already been overworked. This floor plan has been around and built in other places without the need of these "new" thermostats so we are wanting this fixed without them. This may not be a hvac issue. Eastwood is looking at this from the lens of getting under a threshold they need to check a box but that puts all the problems on us down the road which may be sooner then later given the lack of attention to fixing the issue causing more stress on the hvac unit

  Customer response

  11/26/2024

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

  ***********, SC 29486

  Business response

  12/13/2024

  Upon receipt of this complaint, an independent investigation occurred and it was learned that in April and August, 2021 the complainant contacted Eastwood Homes regarding this identical issue. On both occasions the complainant did not respond to requests to access the home to address his concerns, and both were closed due to no response from homeowner. 
  

  No communications regarding this issue were received until this complaint filing and upon receipt of this complaint Eastwood Homes representatives contacted the customer to explain new thermostats and one month of monitoring would occur, which the complainant rejected. This rejection occurred after the licensed **** contractor performed an analysis on both floors of his house and test results determined the system was operating to code. Eastwoods offer, while rejected, was intended to provide further evidence to the complainant that the system was operating as intended. 
  

  Based on this rejection Eastwood Homes respectfully requests this matter be dismissed. 

  Customer response

  12/23/2024

   
  I am rejecting this response because:
  
  

  Based on an email I received from the local Eastwood manager I believe this response came from corporate. It appears the corporate office and maybe others from the local office do not have a full history of our **** issues. I will first briefly outline the history of our situation before I address the response.

   

  Our **** issues started immediately in July 2020 after closing and moving in. The issues were reported immediately to the Eastwood construction manager via phone calls and text messages. In March 2021 there was an Eastwood transition of responsibility to a new representative who asked me to put in a warranty claim in a portal during the first part of April. There were several attempts to fix the issue with adding freon to the system with no success in late April of 2022. After several visits to our home Eastwood finally found a leak on May 5, 2022, in the copper line on the exterior of the home. This didnt fix the issue which lead to further investigation into the issues which lead to the coil being replaced on May 11, 2022, in the air handler. Once the coil was replaced, we started noticing all of the bedrooms felt off when walking into them from other areas of the house. Eastwood then started making attempts to fix this issue by adding dampers to the runs feeding the great room which is where the thermostat sits. This adjustment helped our master bedroom temperature but didnt solve the problem. Our master bedroom sits on the opposite wall of the downstair thermostat. The other 2 bedrooms which are at the end of the ductwork were not affected by this change. In continued efforts to resolve the ongoing issues Eastwood changed the runs to those bedrooms from 6 to 8 runs. After this adjustment we noticed our 2^nd bedroom got better but now is running hot or cold because of too much air getting to it.  The front bedroom remains unusable. There have been no further changes to our system and ductwork since.

   

  The upstairs bedrooms issues have existed from day one as well but have never been addressed and have not been a focus of Eastwood. Therefore, there are no details to report on these issues.

  Throughout this process we have been in consistent contact with Eastwood. To your point we did submit a warranty claim in April 2021 and another warranty claim after our 1 year walk through in August 2021. We also have text messages and emails documenting our communication about our **** issues starting in October 2020 continuing through 2021, 2022, 2023, and 2024. We have also had verbal in person conversation with Eastwood representatives about these issues. During these communication efforts we have made it clearly known to Eastwood that the issues exist year-round but they are more prominent during the extremes of the season when both Zones (upstairs and downstairs) are running.

   

  Over this period Eastwood has transferred responsibilities to 4 different individuals. Eastwood has informed us this has been due to standard practices, overworked individuals, and escalation responsibilities. We have also been informed by Eastwood there were ongoing discussions with the subcontractor on how to fix the issues eventually leading to disputes over whos responsibility it was to fix the issue (Eastwood proper or Subcontractor). An Eastwood representative informed us this had to do with the design and signing off on the appropriate installation of the **** system before the house was even built. These were separate excuses and situations which happened back to back with each one delaying responsiveness for months. An additional delay was when Eastwood informed us they parted ways with the original sub who did the installation. Eastwood then had to find another sub to come in to start the process over which has caused even further delay. In 2024 the new sub was finally engaged to try to find a solution.

   

  As for the testing, we have begged Eastwood for several years to run testing during the extreme of the season with not luck. Finally, when the new sub got involved, the tests were run during a time when the temperatures were NOT ideal for when these issues are more prominent. Im not sure why this was done but maybe the information about our system issues were NOT accurately conveyed to the new sub?

   

  Eastwood representatives have acknowledged the issues, confirmed that there are issues, and promised verbally and in writing that all the issues were being tracked and would be fixed. It is also worth noting on multiple occasions an Eastwood representative have informed us most Eastwood homes with our floor plan have experienced the same issues. We have been operating off good faith up to this point but due to the delays and lack of responsiveness from the local Eastwood branch we moved forward with filing this complaint.

   

  We now have a system which has been overworked for 4 years due to Eastwoods mistakes during installation and lack of balancing the system. We are extremely concerned we may need a brand-new system because of this and are quickly approaching the 5yr warranty on the system.

   

  Business response

  12/31/2024

  The December 13, 2024 original response is reiterated. No additional information provided changes that original response (which was based on written documentation, which is not subject to dispute). The independent report indicates the homes systems are operating as intended. 

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We decided to try and buy a house with Eastwood homes in the ********* area. When talking with the sales ***** we're told multiple times, because I asked multiple times. That the purchase of the house was contingent upon the sale of our home in AZ and that the Good Faith/******* Money was refundable upon us not being able to sell out home. Which was in the amount $10,000. We started this purchase process in July 2024, and were told that needed to provide Eastwood Homes more money for each month of extensions we wanted to do. We did two extensions September and October 2024, the final Extension expired on October 31st and when I asked for the $10,000 we were promised refunded if our home didn't sell/extension expired. They told us that the money was there's and that they never told us it was refundable. Which is an absolute lie. $10000 is not an easy amount of money to come by now days and as a Middle class working American, this really hurt hearing this from a business who knows they can get away with treating people like this and NOT honoring their word. I demand a refund from this business, because it's what I was told would happen. They lied to my Wife and I, plusn now we're out all of that money we worked hard to get.

  Business response

  11/26/2024

  Here is the executed release executed by Buyer. We appreciate you closing the complaint.

   

  Allen 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I closed our home on April 5, 2024. My husband and daughter moved in on May 5, 2024, and my son and I moved in on June 24, 2024. Less than two months later my sons toilet on the 2nd floor was backed up which caused an overflow (with bowel) onto my floor and the tub, which then gushed down to my first floor in my dining room on my table where we eat. It was literally raining in our dining room. The water was coming out of my light and vent and my light in the foyer. I contacted Colt and the guy from ******** plumbing to rectify this issue. They were supposed to snake my toilet with a camera to see what the issue is. If they did, I see why they did not notify me of the real issue. I was told it was due to flushable wipes and was advised against using it. We were also told Eastwood installs safety toilets whatever that means, but it is just a standard toilet. So, we stopped using the wipes and a few weeks later it backed up again in the toilet only. This time I was told it was bowels that caused the issues. None of this made any sense to me as to why we were having this MAJOR issue with a brand new never lived in before home in less than 3 months of residing. Our first-floor toilet started flushing slowly and now I am extremely upset. At this point, so I decided to contact a plumber that had no connections to Eastwood and the attached documents and pictures are evidence of what the real issue is. I was told the only thing that was done correctly was installing the toilet. This is very upsetting to know that this issue that I have with my home would become a very expensive problem in the future.We spent $250 for the plumber to unclog our toilet from the flushable wipes which was not the true or root cause and $613 for the pluming service to temporarily fix the issue. I have video that can be sent via email.

  Business response

  11/15/2024

  The cause of the issues isnt anything in the Ruud report, and after consulting with two different sets of plumbers, the only item which we found may have been done incorrectly was the installation of the toilet slightly below where Eastwood is accustomed to observing its installation. In asking two different sets of plumbers neither felt the slightly lower installation site would have been a cause of the complained of problems. However, our local leadership contacted the customer and have offered, fur customer service reasons, to pay part of the **** invoice. At this juncture this is where this BBB resides. This BBB is unusual in that the complaints and Ruud report would not be the reason Eastwood Homes made this offer to this customer; rather, it is because we observed another aspect of the installation (unrelated to the complaint and not a cause of any of the complained of issues) which Eastwood wants to remedy. Accordingly, this is a denial of the complaint, but Eastwood is offering to pay a portion of the Ruud invoice regardless. 
  

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* continues to ignore warranty Repaire requested . home was purchased september22 , 2023, have been placing warranty Repaire requests since August of 2024 and have no response , I have called and emailed , left voice messages . I stopped at budders sals office , they took my information and still no contact or attempt to from builder.warranty requests can only be submitted on builders website and they do not send confirmation or request ticket number so it can be tracked Now we are past our 12 months warranty , I gave them 2 months in advance notice and still no resolution.

  Business response

  10/09/2024

  Upon receipt this communication, Eastwood Homes reached out to our customer and asked to schedule an in-person warranty meeting at the customer's home. The purpose of that meeting is to discuss the warranty items and the warranty process.  Unfortunately, the customer is out of state and will not be returning until after October 15, 2024, and the customer has indicated they will coordinate a meeting date upon their return. So, this matter can be closed and reopened later (if necessary) - or can be kept open for the next month or more to enable that meeting to occur.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07/10/2024 I have a water leak in my bedroom that is coming up from somewhere in the middle of the room and It is soaking my carpet. It is not near the walls. I had Eastwood come out and they looked for plumbing leaks and couldnt find anything but totally agreed that the carpet was wet and didnt understand where it was coming from. They came out multiple times and looked at the issue and scratched their heads, but Instead of trying to figure out the issue, they closed my claim!!! So now I have wet carpet, no idea where its coming from and they walked away from the problem. The house is only a few years old and every time I walk over it my shoes get wet and then I slip in the hallway where there is laminate flooring. I have fallen twice and going to get seriously injured at some point. I would highly recommend to stay away from Eastwood homes because if you have a warranty claim, they will just turn their backs on you and close your case! I would not recommend them to anyone!

  Business response

  08/16/2024

   

  The complainant is not the original owner. He is the third owner. There is no leak. When it rains outside his dog pees in the house and misses the puppy pad. You can smell it. Owners one and two didnt have this issue. 

  With this said, an exhaustive assessment occurred as soon as the owner  submitted the request April 25, 2024.
  
  1. Eastwood Homes had the professional plumbing company, ************** inspect the meter multiple times for a leak. No signs of a meter leak. That professional vendor checked the vanity lines in the wall in the hallway leading to the master bedroom.  They ran a camera in the drop from upstairs in the hallway to see if there was a possible crack in the line.  No cracks.  Ran another camera into the hole where the drop was to check the bottom plate of the framing behind the drywall and it was also dry, and dusty. They performed moisture readings and everything was dry from all possible sources except that spot.
  
  2. Eastwood Homes had Builders Wholesale, our flooring trade partner pull back the carpet to inspect the slab.  Miraculously, the sab was barely moist with no cracking or signs of hydro-static pressure.  The moisture level on the slab did not match the moisture level on the carpet and pad. 
  
  3. Eastwood Homes had Dratech Services place a dehumidifier in the area and everything dried up with no further signs of moisture.  The dehumidifier was set for 3 days. The home was assessed a second time, and all was dry.
  
  The homeowner has an older small dog.  Exactly in the mystery spot of water, there is a puppy pad.  The spot exactly beside the pad is where the moisture appears in the mornings.  When it rains, all vendors came to the conclusion that the owner doesnt allow the dog outside, but allows it to use the puppy pad and unfortunately, the dogs aim is a bit off-kilter.  Every time the owner reported moisture, the puppy pad was in place and it had rained.   
  
  Eastwood Homes requested the complainant not put the puppy pad there so we could make a determination if our conclusions were correct or not, but the owner refused.
  
  After multiple assessments, with absolutely no signs of a plumbing or roof or HVAC issue, (and no water stains on the ceiling), our conclusion is that the owners pet is the cause of the appearance of moisture, which appears overnight.  The work order was closed June 28, 2024, which is 2 months and 4 days after discussions and at the direction of the management team.
  
  The owner has threatened our employees and trades with lawsuits because he demanded new carpeting and his request was denied because this issue is NOT a construction issue.   The owner told Eastwoods Warranty Supervisor that he has fallen or MAY fall due to the moisture, and Eastwood Homes reiterated the recommendation to move the puppy pad, which has a slick, plastic backing, to prevent his ****** or himself from slipping. 

  No further action is needed. There is no leak or water issue. This matter is respectfully requested to be closed.

  Customer response

  08/16/2024

   
  I am rejecting this response because:
  
  

  There is no possible way this is caused by my 8 pound dog. She would have to pee all day long every day to make the carpet this wet. She goes outside all day and walks at night. This is absolutely ridiculous that they would say anything like this. There is moisture coming up from the slab either from the ground being wet after a huge rainstorm or there is a leak in the plumbing under the foundation. The meter readings in the pictures are 5-10 feet away from the pad. It is constantly wet after a rainstorm and will dry up some when it is dry outside. This is a lame excuse to get out of something that is a structural issue. A small little dog is not the cause!  We never said we wouldnt remove the the pad or place it somewhere else. They closed the case before we had a chance. All they did was come out and read the areas even in the hallway and in the living room where there were high readings, and scratched there heads. My dog doesnt pee in the hallway or living room to soak through laminate waterproof flooring. Thats impossible! And it doesnt matter what owner we are, the home was built in 2020, I dont care if we are the 10th owner, its the structure of the home. This issue needs to be resolved, not some lame excuse to blame it on a dog, she is only 5 years old.

  Business response

  08/27/2024

  The response remains the same. All houses have moisture in summer months in high humidity. There is nothing irregular to address. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We bought this house and closed on May 20, 2022. We were supposed to have our one-year anniversary on May 20, 2023. At that time, we were just getting to our 90-day walk-through. During one year, they did not finish repairing our first-floor bathroom, and our kitchen cabinet was still incorrect. On July 16, 2024, we still have not gotten our one-year walk, and our first-floor bathroom is incomplete. My kitchen cabinets were just completed about two months ago. I have been texting and calling, leaving several messages to ****, the construction site manager who built our home, and his boss, who had to come out several times to ***************************. I get no communication from Eastwood Homes, and I want them to finish my home as if I signed the contract for them to build it. They signed one to complete it, which they have not fulfilled.

  Business response

  08/05/2024

  Upon receipt of this Complaint ******************** and Eastwood Homes discussed his concerns and developed an action plan. To date the action plan has been followed and our understanding is the matters over which ******************** was concerned are being addressed, to the extent mutually agreed. Agreed work is almost completed and this matter can remain open until this is closed out as 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. ↩