Complaints

• Initial Complaint

  08/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Started home buying process in JAN of 2021. Process was initiated with verbal requirements for *** ********** and associated modifications for disabled husband. Second step was online video meeting and son was present at D&D office. Verbal agreement was to include 8x8 "Safe Room" and 7.5x4.5 modified *** ****** in Master Bedroom (removing linen closet), *** ********* doorways through entire home, seem-less walk way transitions, and modified graded garage and back door entrances (cement). Third step was a drawn floor plan with our approval (included all requested adjusements to include cost to have modifed). Once approved, all required monies were delivered and documents signed on MAR 2021. As per signed contract, home was to be finished and move-in ready in SEP 2021. Home was not ready when contracted to be, and home was not move-in ready as we were told it was; upon move-in. Upon move-in, there was no garage door, improperly hung front door, unsanitary, and incomplete *** requirements in Master Bathroom. Additionally, as per verbal, there was to be "where needed gutters;" there were not. We paid additional money to have back yard leveled before move-in and before sod was laid. We were only given 24 hours to complete D&D's "Punch List" of items that required correction, upon move-in. We tried to find all items however, 24 hours directly after a move, was not enough time. To date, the following applies and/or remains: "Safe Room" is only 4x5.6 (paid for 8x8), ****** is 5x6 and not finished as agreed and paid for (paid for 7.5x4.5, corner seat and floor-ceiling tile), portions of ceiling remain improperly painted/finished, we had to pay contractor to complete "where needed gutters," back yard grading remains unsafe and multiple large soil gaps, cracks and holes remain, and front door remains incorrect after numerous attemps to have corrected. D&D does not seem to honor their "warranty" and will not correct issues that were/are created from their construction/purview.

  Business response

  08/11/2022

  *****************,
  When we spoke a couple of months ago the only thing that was lacking was that you wanted D&D Homes, LLC to wash the outside of your windows because the house being built next door was making the outside of your windows dirty. The windows were washed once the house next door was completed.
  In reference to your complaint:
  There was no conversation concerning building the home ADAcompliant. The home you were purchasing did not meet the criteria for complete ADA *********** The conversation was to make as many doors as possible 36 wide,remove the master bath tub and install a ****** that would be the same size as an ADA ****** which is 5x5, remove linen closet to allow the ****** to be enlarged, install a concrete ramp at the garage door to allow a wheelchair to be used and convert a storage space in the garage to a storm shelter accessed from the house. During one of the initial meetings, you asked about the size of the storm room. There were no measurements on the garage storage area that was being converted and I replied that there are no dimensions, so I dont know the exact size. Your son **** was at the meeting (you were on a video call), **** replied that it looked like it was about 8x8. This was the approximate size of the space in the garage where the shelter would go. The shelter has 12 thick walls so the inside measurement was 2 less. The modifications were drawn on the plan which was approved by you as acknowledged in the complaint. The home is built just like the plan on these items except for the ****** which was expanded to 6x5. Due to various supply chain and Covid issues, the home was not completed by September 2021 as originally scheduled. This was out of our hands. We were in communication with you ***************** on a regular basis to let you know the status.
  Im not sure what youre referring to when you state that you only had 24 hours to complete a punch list. You had just moved from ***** and had to move in on a certain day. You were not here to do a walk through on the house prior to closing. You were not given a time limit like that on a punch list.
  The garage door had been on order for 4 months and had not arrived at the time of closing. It did arrive later that week and was promptly installed.
  You were not told that there would be gutters where needed.The gutters were only included on the front of the house. Gutters on the sides and or rear of the house would have been available for an additional cost.  
  The yard was graded and sodded just like every other yard in the development. Its not as smooth as a golf course but its well within residential construction industry standards. The additional money referred to was for extra loads of dirt to raise the back yard up before sod was installed.
  I have no idea what youre referring to about the ceiling remains improperly painted/finished.
  The front door issue is being addressed by the supplier. I spoke to him today, 8/11/2022, and he stated that he has been working on adjusting the door and had been out there yesterday 8/10/2022 and had told you that hed be back today with a new part. The door is allowing a small amount of light past the weather-strip. The door has been checked and its not warped or bent,and the frame appears to be straight as well. The trim carpenters have been out to adjust the door as well and stated that the door was not allowing any light when they left. At one time, you had a wreath on a bracket over the door, but I believe it has been removed. This bracket was pinching the weather-strip allowing light to show through.
  We have done our part on completing your warranty issues. Everything except for the front door has been completed. Your statement "D&D does not seem to honor their "warranty" and will not correct issues that were/are created from their construction/purview." is simply not true. 
  Concerning the desired settlement, the ****** and safe room are built per plan or larger, the gutters were not included in the original price and the yard is well within standards. The front door issue is in the hands of the supplier. 
  
  Sincerely,
  ********************* Owner
  D&D Homes, LLC

  Customer response

  08/24/2022

   
  Complaint: 17700488
  
  I am rejecting this response because:  The purchase of this home was based on a video in January 2021 with ****************, my husband, ******, my son, and myself.  Previous to this, our son had already had contact with D&D about floor plans, lots, and needs we had.  We after this meeting, where a drawing has yet to be presented to us, was discussed and pricing; made our choice to purchase this home instead of buying existing home and a remodel.  Windows except the front, were all dirty.  The site manager cleaned our master bedroom because there were really bad as dirt and sand piles next door and other construction debris that was uncontrolled made for no way to have clean windows with rain and wind.  I called **************** weeks after move-in as I had a house full of dust and paint all over the floors, footprinted stains on the masterbedroom carpet, which ****** knew about.  **************** was far different in-person than in previous video meetings.  There was no concern about anything.  He stated he would have the windows cleaned (not the only two that were cleaned) after the house next door was complete, but the action (cleaning) never occured.  During this same conversation, I explained that we wanted compensation for what we had paid for and that it was said by him that costs went up; however, we had a signed contract and he said that ***** would not and had not affected building at our video meeting.  This meeting was the last time we spoke until months later when the "safe room" by photo, was small.  I called numerous times before I reached **************** about this and he seemed surprised about the size of the "safe room."  ***, who works for D&D measured and found the room to be 4x5.  I expressed concern about the shower at this time and he remembered we had a drawing sated in the contract, again that we have never seen.  We paid extra money to have a 7.5x4.5 corner seat, all bars, appropriate shower head height and *****************.  The shower was leaking from the cracks in the mortar.  At this time we were given to ****** to communicate with about the home vice direct to *****************  She told us upon our son seeing the shower issue, that "we are now framing the house and it was a small tub size."  At this point, ****** was not aware or privvy to the previous video meetings, and what we had agreed upon to go under contract on the home. We had to choosesmaller and not what was agreed upon to move forward and we at this point, were already at the guranteed closing time.  We also could not produce more money to get what we had previously paid for.  The only words given to us about the "safe room" and master bath shower was "It is too late now."  To date, the tile is not floor-to-ceiling (or wall-wall) and is not the size agreed upon and paid for; the "safe room" is much smaller than even 6x6 which would have been acceptable with the now defined "wall size," however, that is not the case and we paid for a much larger room.  With my husband's disability and special requirements, I never would have agreed upon the size room we received.  ****** informed us at time of move-in/closing/inspection that we in fact had 24 hours to discover and annotate the "Punch List."  There wouls not be returns on items after 24 hours unless filed under warranty.  The touch-up performed on the master bed ceiling is sub-par.  The large spot on the living room ceiling was presented in-person, and blown off by D&D. Painters scraped excess off however, it remains un-finished.  Painters explained that it was a patch job; remains unfinished.  Told that "Nail Pops" due to infereior product was not covered after first report; painters came only once; remains unfinished.  Many photos have been provided through their portal.  I have asked for mediation with the ceiling by requested a larger grate for correction; since paint cannot be matched, according to ******; remains unfinished.  Front door and back door had enough gap to allow moisture into home; photos were provided.  Back door was in fact corrected with weather-strip.  Front door has been worked on numerous times, and remains not correct.  To be told a "little light" is an insult.  The entire upper portion of the door exposed light, allowed inside air out (and vice versa) and allowed insects into home.  The wreath discussed, was placed on the door after this was reported and discovered.  Wreath was never on a "bracket" but a thin ribbon; many photos were provided.  Too many items to list on here on work done to front door, howerver, it remains not corrected.  Gutter were to be "as needed" per our video meeting.  After move-m and with rain, deep ruts formed near the home.  Warranty states a "distance from home where errosion appears will be corrected."  Pictures submitted shows deep ruts near the house, on two sides.  Response was "Owners yard maintenance."  Have discovered trash through-out the soil within the yard.  We paid for additional dirt to raise the back yard level (2 full loads).  Appears soil was simply dropped and spread and never prepperd, and trash was simply covered vice removed.  It appears this is why the constant re-occurence of unsafe holes and dithces through-out back yard.  The move-in date was det by D&D, not us.  When moving in, this home was not ready.  **************** claims to be here "every step of the way," that is false.  He was unaware of the "safe room" and shower until we notified him.  We are hopeful D&D will compensate for what we asked and will make appropriate corrections and will honor their warranty.
  
  Sincerely,
  
  *************************

  Customer response

  09/01/2022

  BBB NOTE TO BUSINESS: PLEASE PROVIDE A COPY OF THE CONTRACT FOR OUR REVIEW. THANK YOU.

   
  CONSUMER REBUTTAL:
  I am rejecting this response because:  The purchase of this home was based on a video in January 2021 with ****************, my husband, ******, my son, and myself.  Previous to this, our son had already had contact with D&D about floor plans, lots, and needs we had.  We after this meeting, where a drawing has yet to be presented to us, was discussed and pricing; made our choice to purchase this home instead of buying existing home and a remodel.  Windows except the front, were all dirty.  The site manager cleaned our master bedroom because there were really bad as dirt and sand piles next door and other construction debris that was uncontrolled made for no way to have clean windows with rain and wind.  I called **************** weeks after move-in as I had a house full of dust and paint all over the floors, footprinted stains on the masterbedroom carpet, which ****** knew about.  **************** was far different in-person than in previous video meetings.  There was no concern about anything.  He stated he would have the windows cleaned (not the only two that were cleaned) after the house next door was complete, but the action (cleaning) never occured.  During this same conversation, I explained that we wanted compensation for what we had paid for and that it was said by him that costs went up; however, we had a signed contract and he said that ***** would not and had not affected building at our video meeting.  This meeting was the last time we spoke until months later when the "safe room" by photo, was small.  I called numerous times before I reached **************** about this and he seemed surprised about the size of the "safe room."  ***, who works for D&D measured and found the room to be 4x5.  I expressed concern about the shower at this time and he remembered we had a drawing sated in the contract, again that we have never seen.  We paid extra money to have a 7.5x4.5 corner seat, all bars, appropriate shower head height and *****************.  The shower was leaking from the cracks in the mortar.  At this time we were given to ****** to communicate with about the home vice direct to *****************  She told us upon our son seeing the shower issue, that "we are now framing the house and it was a small tub size."  At this point, ****** was not aware or privvy to the previous video meetings, and what we had agreed upon to go under contract on the home. We had to choosesmaller and not what was agreed upon to move forward and we at this point, were already at the guranteed closing time.  We also could not produce more money to get what we had previously paid for.  The only words given to us about the "safe room" and master bath shower was "It is too late now."  To date, the tile is not floor-to-ceiling (or wall-wall) and is not the size agreed upon and paid for; the "safe room" is much smaller than even 6x6 which would have been acceptable with the now defined "wall size," however, that is not the case and we paid for a much larger room.  With my husband's disability and special requirements, I never would have agreed upon the size room we received.  ****** informed us at time of move-in/closing/inspection that we in fact had 24 hours to discover and annotate the "Punch List."  There wouls not be returns on items after 24 hours unless filed under warranty.  The touch-up performed on the master bed ceiling is sub-par.  The large spot on the living room ceiling was presented in-person, and blown off by D&D. Painters scraped excess off however, it remains un-finished.  Painters explained that it was a patch job; remains unfinished.  Told that "Nail Pops" due to infereior product was not covered after first report; painters came only once; remains unfinished.  Many photos have been provided through their portal.  I have asked for mediation with the ceiling by requested a larger grate for correction; since paint cannot be matched, according to ******; remains unfinished.  Front door and back door had enough gap to allow moisture into home; photos were provided.  Back door was in fact corrected with weather-strip.  Front door has been worked on numerous times, and remains not correct.  To be told a "little light" is an insult.  The entire upper portion of the door exposed light, allowed inside air out (and vice versa) and allowed insects into home.  The wreath discussed, was placed on the door after this was reported and discovered.  Wreath was never on a "bracket" but a thin ribbon; many photos were provided.  Too many items to list on here on work done to front door, howerver, it remains not corrected.  Gutter were to be "as needed" per our video meeting.  After move-m and with rain, deep ruts formed near the home.  Warranty states a "distance from home where errosion appears will be corrected."  Pictures submitted shows deep ruts near the house, on two sides.  Response was "Owners yard maintenance."  Have discovered trash through-out the soil within the yard.  We paid for additional dirt to raise the back yard level (2 full loads).  Appears soil was simply dropped and spread and never prepperd, and trash was simply covered vice removed.  It appears this is why the constant re-occurence of unsafe holes and dithces through-out back yard.  The move-in date was det by D&D, not us.  When moving in, this home was not ready.  **************** claims to be here "every step of the way," that is false.  He was unaware of the "safe room" and shower until we notified him.  We are hopeful D&D will compensate for what we asked and will make appropriate corrections and will honor their warranty.
  
  Sincerely,
  
  *************************
  
  Sincerely,
  
  *************************

   

  Business response

  09/01/2022

  I stand by my initial response. The only item that was left to be finished was the front door and I spoke with the manufacturer's rep today and he stated that the door had been fixed. I have included a copy of the contract for BBB review. I would like to ask that Paragraph 13 be noted in particular. 

  Thank you,

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

  Customer response

  09/01/2022

   
  Complaint: 17700488
  
  I am rejecting this response because: THAT PARAGRAPH STATES THE 24 HOUR PUNCH LIST AND AFTER WARRANTY WHICH THEY DO NOT HONOR, THE REASON FOR THE HURRY UP.  NO AFTER SALE EXCEPT THE VERY BEGINNING WHEN NOTHING WORKED! VERY LITTLE COULD BE FOUND THAT QUICKLY.  

  EXHIBIT "A" CLEARLY STATES ACCORDING TO DRAWING WHICH IS *** AND THE SAFE ROOM WOULD NEVER HAVE BEEN AGREED UPON WITH MY HUSBANDS NEEDS THAT SIZE NOR THAT COST. SO MUCH MORE HOWEVER I AM A SMALL DOG AND ********************* IS NOT.  THIS IS IN THE ***** OF THOSE OTHER THAN MYSELF AND SINCE NO VISITS WERE MADE BY HIM, DOES HE EVEN KNOW? COMMUNICATION WITHIN THE D&D BUSINESS IS LACKING.JUST HOPING NOBODY ELSE SUFFERS THE WAY WE HAVE. THANK YOU

   

  IS DOUBLE THE TIMELINE FOR BUILD, REASONABLE?
  
  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. ↩