Complaints

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/29/2023 we closed on our home the original close date was October of 2022 by the time we closed there were still some things undone and a list of other issues during our final walk through but we proceeded anyway. I mention that to say we have been very patient, kind and understanding with delays and other issues.But I have reached my limit. At our closing we were told that we would receive grass seed and sod during spring. We waited and watched every new build on our community receive their seed and sod except us and our home was completed way before most of the other homes. A week after we realized that no one was coming back to finish our yard I reached out to the construction manager (who is great btw) we were informed that there was an issue with the purchase order and that accounting was sorting things out. We thought it would be a few days maybe a week but here we are three weeks later with no updates. I reached out to our sales representative at Arbor who had no further information either. We are now heading into the summer without a lawn for our kids or dog not to mention our house warming party guest. This is a disaster and I am so disappointed that arbor homes is not taking more initiative for their customers to come to resolution. I just want a yard please help

  Business response

  05/23/2023

  BBB Dispute Resolution Team,

  I was in receipt of your mail correspondence yesterday and visited the address of this inquiry to verify completion of the yard grading, sod, seed and landscaping. Upon my inspection of the yard I did notice that the work had been completed and followed up this morning with the customer and left a voice message with ******* ********. I will continue to follow up to see if everything is satisfactory with the work, from the customers perspective. 

  We too have been equally frustrated with the length of time it has taken us this year to get caught up on our yards and landscaping from the homes that closed during the winter months. It is always a challenge this time of year to clean up the jobs that closed over the winter and then try to stay ahead of the ones that we are building and closing right now. Like many other builders we are faced with the dilemma of being required to have all the landscaping, sod and seeding completed on spring homes prior to closing. (Any home that closes April and going forward can no longer be escrowed and we must complete those yards in order to get the homes the Certificate of Occupancy and get the new customers in their home.) So, when you couple the backlog with the spring home closing requirement from the municipalities we are in a bit of a predicament. Additionally, we had 2-3 spells of weather where we were ready to go and then it would rain and but a complete stoppage on our outside work. We are truly sorry for the inconvenience this has caused and wish the delays would not have occurred. 

  As mentioned before, i personally drove by the property yesterday and did see that the work was completed, and it appears that our customer has sprinklers set up and is watering the yard. I will continue to reach out to ******** to make sure we connect by phone. 

   

  Thank you,

  Michael M**********

  Customer response

  05/23/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ******** ********

  Customer response

  12/04/2024

  This is my 2nd bbb complaint for Arbor Homes. Im so disappointed. We closed on our home 12/29/22 we are coming up on two years this December during the two years we have had several major issues Grass and Landscaping getting done in a timely manner after closing, also some on going electrical problems and now peeling vinyl floors. The electrical problems were occurring in the bathrooms and closets the lights began to flicker once the weather changed. We called them out they tried to blame it on the lights and told us we needed to replace them. Why would we need to replace lights less than a year old! They finally sent an electrician out and they determined it was an issue at the junction box! They fixed the issue in both bathrooms but then the closet lights started to flicker. Once again they blamed the lights and said that the warranty had expired and refuse to send an electrician. This is one of the reasons Im why I am writing there is clearly an electrical problem and needs to be looked at instead of blaming it on lights saying that they are sensitive to the voltage THAT SOUNDS LIKE an issue with the electrical to me. Furthermore our floors are peeling up we first noticed that the vinyl (which we did not choose in this home it was a spec. home) was separating at the seams due to change in weather but now they are peeling up at the seams.. I just dont understand why this quality of work is acceptable. Im counting on them to say that this is not there problem either. In that case we will start looking at taking further actions.

  Business response

  12/09/2024

  To Whom it may concern,

  I will address the electrical concern first. Our **************** Representative reviewed the original concern with the lights in the bathroom in November of 2023 and at that time we scheduled the original Electrical Contractor to inspect the concern with the lights. It was determined that all electrical connections were in compliance (including the actual switches) with electrical code. The type of disc lights installed are LED which are similar in nature to a light bulb which have a "shelf life". We went ahead at that time and replaced the 3 lights that they were having issues with. At the time, our Service Representative explained that this could happen again, and it would be considered a typical "new home" occurrence, and they would be responsible for future replacement. Sure enough, as luck would have another puck light failed and since it was outside of the 1-year warranty we explained this would not be covered or replaced. (approximately May of 2024) Needless to say, with our best efforts to explain this to ******** she simply would not accept our explanation and was relentless toward our Service Staff. As the Division President, I talked through this with our Service Representative and made the decision last week that we would provide the customer with 4 puck lights for future replacement if she were to have any additional puck light issues.  They simply twist in and out, similar to a light bulb. 

  At the time they purchased the home we presented the home to the customer, conducted a walkthrough and made note of any obvious defects, those items were noted, corrected and signed off by the customer. The flooring was never noted as an issue at the original walkthrough and the issue was brought to our attention outside of their 1-year warranty coverage period, therefore the item is not warrantable. We explained this to the customer, and she was not happy. We are not taking any further action since this request is not a warranty covered item.

  Below is our history of communication with the customer:

  From: ******* ******
  Sent: Thursday, March 28, 2024 2:11 PM
  To: ***************************
  Subject: Arbor Homes Warranty
  
  Hello *********
  
  Thank you for submitting a warranty request.  After reviewing your request and account, It appears your closing date was December 29th , 2022. The 1-year warranty coverage ended on December 29th,2023. There is a limited 2-year mechanical coverage which the details of that (along with the 1-year coverage) are in the *** Warranty Book that I have attached to this email. Please take the time to review those details in the book.
  
  I would be more than happy to track down the model of the light fixture that may need replaced if you would like. These are basic lights that can easily be found at Lowes/**********.  I can also provide a contact of an electrician to provide you a quote on replacement.
  
  Please let me know if you would like any of these options that I am able to provide.
  
  Thank you,
  ******* ******
  

  From: ******* ****** <************************************************************************************************>
  Sent: Monday, April 1, 2024 11:16 AM
  To: Kourtney ******** <***************************>
  Subject: RE: Arbor Homes Warranty
  
  Hello *********
  
                 I apologize it has taken a little while to track this down. The Model number for the light is (SKU: 14540S-15 Made by Seagull lighting). While this is the exact same model that was put into your home, there may be very similar models out there that look the exact same as this style is very common. It is described as a 6 inch traverse light 3000K White
  
  I have attached a link below to the companys website of the product. I have also attached an Amazon link of the exact same product if you would like to go that route.
  
  Generation Lighting 14540S-15 at Sea Gull Lighting Store Traditional
  
  Sea Gull Lighting Generation Lighting 14540S-15 Transitional Recessed from Seagull-Traverse LED Lyte Collection in White Finish - **********
  
  Thank you,
  
  *******
  

  From: ******* ****** <************************************************************************************************>
  Sent: Tuesday, October 15, 2024 10:31 AM
  To: Kourtney ******** <***************************>
  Cc: **********************************
  Subject: RE: Arbor Homes Service Request
  
  Hello *********
  
  We replaced several of the lights that were flickering. Once replaced, the flickering was no longer occurring. With that said, these low voltage LEDs are very sensitive to electricity. Things like appliances, straighteners, hair dryers, ************ can all cause some flickering of the lights. Although the 1-year warranty period is up, I can provide you with the electricians information if you would like to reach out to them directly. They are only obligated to service warranty for a period of 1 year keep in mind.
  
  Priority Electrical Systems
  ***************************************************************************
  ************
  
  Thank you, let me know if you have any other questions.
  

  Thank you for giving us the opportunity to respond accordingly,

   

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

  Division President

  Arbor Homes

  Customer response

  12/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20070054
  
  I am rejecting this response because: 
  The lights in the bathroom are still flickering even though the company is saying that they replace the lights the flickering continues. Also on their website it states that electrical is under a two year warranty unless it is a fixture issue. I have persistently stated that this is not an issue with the fixtures this is an electrical issue which would be under two year warranty and they refuse to listen to our concerns and send someone out to check the electrical.There are several outlets that are showing signs of issues and they keep stating its a fixture issue so the electrical outlets should also be replaced only after two years? I think not. I would like to request the service notes from the last visiting electrician. Because he said it was an issue with something not being right in the junction box. We will also hire an independent electrician to conduct an inspection. If it is found that there is an electrical issue we expect full cooperation. 
  
  Regards,
  
  Kourtney Kitchens

  Customer response

  12/16/2024

  I have videos of the lights that they stated they replaced flickering still as well as other lights in the house flickering. Is there a place I can send them?

  Customer response

  12/17/2024

  --------- Forwarded message ---------
  From: Kourtney Kitchens <***************************>
  Date: Mon, Dec 16, 2024 at 5:24 PM
  Subject: complaint #********
  To: <***********************************************************************************>
  

  
  
  Video of lights replaced in the bathroom still flickering on two different occasions 

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