Complaints

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a home at ****************************************************** in Jan 2023. We had a hit list of items to be repaired prior to closing. Several were addressed but not all by time of final walk through. We were advised that the builder would have them completed, so we closed. We arranged to not change the code on the garage door so they could have entry since we were not moving in right away. After a couple weeks my relator reached out on my behalf and sent me the response " too much rain last week but we will get there right away". After a couple more weeks my relator reached out again and was told it would be done. I never heard any more and no one has come out. I have had a couple of the items repaired on my own and still need to have a couple items fixed. Mean time I have hired someone (at my expense) to add a 2nd driveway and to address why I am losing soil/yard at the road at the existing driveway. I am told that the drainage pipe under the original driveway, at the street end was not installed properly that several small pieces of pipe were used and not joined, they were not male/female pieces they were just random cutoff small pieces. A piece of plastic was put over the top to prevent soil erosion but it is not working nor was it an acceptable way of doing it. Subsequently sand and soil from under the drive and the yard are draining into the pipe and out into the flood control drainage ditch. I now have to cut off the last 4 feet of driveway, have a *********** installed and then resurface the driveway. So one they are not responsive second it doesn't look like they inspect or expect quality work from their sub contractors. I will be reaching out to ******* home ins. company as I supposedly have a builder furnished 1 year warrantee with them. I was given the application number when I closed and just wrote to them as well.

  Business response

  05/02/2023

  Since receiving this complaint, we have been in contact with this customer and have already started scheduling repairs.  This issue has been a result of lack of communication.  Prior to receiving this BBB complaint we had not hade any contact with this customer, and they had not reached out to our office either by phone or by e-mail.  This was due to them opting not to attend a formal walk through and merely rely on the home inspection prior to closing on the home.  All of the home inspection items were taken care of prior to closing and the items listed are all new items that we are currently addressing.  Their decision to skip the walk through was also detrimental in that we take that opportunity to go over our warranty process, how to file claims, and all of the standard and emergency contacts they need to ensure they get the best customer service.  We went over all of this with their agent and all of the documentation was sent to their closing attorney, however it must not have been properly communicated to the buyers.  We have now sent them copies of all of this information so that they know how to schedule warranty going forward.  We take warranty and customer service very seriously and always address legitimate claims as quickly as possible.  Now that they are going through the appropriate channels these items will be addressed and promptly corrected. 

  Customer response

  05/07/2023

   
  Complaint: 19961211
  
  I am rejecting this response because:

  Let me start by saying I have no anger or hatred towards anyone involved. As a matter of fact I had a unscheduled meeting with the builder on site on 5/4/23. He is a very nice young man that I would be happy to consider a friend. However their response on this file is totally incorrect for the following reasons.

  We did have several contacts with the builders representative prior to my filing this complaint. 10 days ago I forwarded 2 e-mails that had been communicated to the builders rep concerning the need for repairs and asking that they be addressed. Access to the property was made clear since the home was not yet being lived in. These e-mails went out in early and again in late Jan. ***** the first e-mail we had been advised that they had not come out because of rain the prior week but they would be out to do the work. Nothing had happened in the following two weeks so we sent the next e-mail. The outstanding issues were also communicated the day of the walk through when they were advised that we were not going to delay the closing trusting that the items would be addressed. They agreed.

  The response states that we opted not to conduct a walk through. I requested a walk through and my agent set one up for the morning of the closing and we were granted access to the home. That is the time when we noted items to be addressed. The builders response also states that all items were taken care of prior to the closing. In reality most of them were but not all. No offer was made to go over the warrantee process with me. no standard or emergency contacts were provided as stated and none of this was provided to my attorney at the time of closing. The only think my lawyer had was a copy of the builders application for home warranty insurance. I contacted the insurance company asking for a copy of the policy a couple weeks after closing and was advised that they had not received the application to date. Finally in April the insurance company did e-mail me the contract.

  It is stated that they have now provided me with all the information I will need to reach out in the future. I did have a conversation with the builders rep about receiving this information but as of today, have not yet received it. I did also did try contacting someone through the builders website back in Feb. but the only thing I could get on the website was what realtors represent what areas. there was no contact us type vehicle that I could find. We always went through the only channel I was made aware of" my agent reaching out to their agent with copies from my agent to me".

  On 5/4 plumbers were sent to resolve the ******************** issues. they were very nice guys and even agreed to met me at 8:30 am so I could leave for a meeting 4 1/2 hours away. I appreciated that very much. I have always provided access to the home for repairs and have supplied contact information to have someone there any day after 3:30 pm. 

  At my 5/4 early morning meeting with the builder we looked over the driveway issue. the builder recommended a less aggressive approach to the repair then I was going to take and he offered to help me with the cost involved. I have taken his advise and have instructed that we take the less aggressive approach that was recommended and that repair will continue shortly as materials are in place. I also showed the builder were the back porch ceiling had come down on one end for the second time and he told me he would have that taken care of.

  I am confident that all will end well. I would in the future suggest that the builders representative reach out to the buyer personally instead of going agent to agent and if there is a next time for me I will insist on it. Everyone is nice and there has never been any hostility from either party as we work through this and I appreciate that as well. That is the way I conduct business and believe that is the builders policy as well. I would do business with this builder again but would insist on direct communications.
  
  Sincerely,
  
  *******************

  Business response

  05/08/2023

  I just want to start by saying that it was a pleasure to meet you face to face the other day.  I enjoyed our meeting and thought it was extremely positive and productive.  Anyway I just talked to our realtor and she has copies of your warranty documents with her and is in the process of scheduling with your daughter to hand deliver them.  Additionally, our office number is ************ and the warranty e-mail is *********************************************************  An extremely nice young lady named ******* will assist you with anything you need.  If you will e-mail her your e-mail address, she we will go ahead and e-mail you digital copies of our warranty guidelines, procedures and emergency contacts.  

  I'm not even going to attempt to relitigate anything that happened previously and just look forward to hitting a reset button and starting fresh from here forward.  You now have all of the contact information for the office which will give you direct access to the full support of all of our staff.  Like I said previously, we take warranty and customer service extremely seriously and always stand behind our homes.  We'll make sure to take great care of you from here on out and whatever happened in the past can stay there.  

  Sincerely,  **************************;

  President - Cumberland Homes, Inc.

   

   

  Customer response

  05/08/2023

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

*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. ↩