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Complaint Details
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Initial Complaint
10/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My wife and I closed on our new home build with Pratt in Jan 2023. Our driveway and surrounding concrete areas were not mixed correctly resulting in multiple visible calcium chloride deposits. I have contacted 3 well known concrete companies located in Chattanooga that have also confirmed this. In addition, the concrete was laid on an incredibly harsh weather day resulting in concrete cracks, scratches, discoloration and holes. Holes have grown from pin sized to 3/4 inch eroding as time progresses. The same subcontractor laid the surrounding sidewalk, pathway to the front door and side trash area, all of which look HORRID. On 9/15 the warranty team acknowledged this very visually obvious problem and advised via text message that they will have to redo the driveway. Following this message, on 10/6 the warranty manager **** stated that they had met with the concrete company on our lot without our knowing and they came to the agreement that they will NOT redo the driveway. Instead they will rely on the same group to locate each problem area, dig out the hole, fill it, then resurface the driveway. Think about it, the same team who couldn't do the basics of laying concrete is now responsible for doing the tedious work of locating probably 30+ bubbles and holes, hand picking them out and filling? This DOES NOT address the calcium chloride deposits at different depths that are going to reveal themselves with age. An entire REDO is required. It is apparent that Pratt wishes to maintain the relationship with their subs over their customers. Unbelievable, even after receiving written agreement, Pratt will go back on their word and give you a band-aid to get 1+ yrs. Other major items that have no clear fix on the way: Splattered mortar all over our house brick. Yellow stains in our door step concrete. Yes, both of these items were mentioned as needing to be addressed since Jan. Nearly every one of our upgrades had a quality issue. I am deeply concerned for Pratt.
Business response
10/23/2023
On Thursday, October 19, 2023, the home owner and Director of Customer Care have agreed upon terms to make requested repairs and this complaint has been resolved.Customer response
10/26/2023
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,
******* *****Initial Complaint
06/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We closed on a new build home in January 2023. In the contract with Pratt homes, it stated we would have sod in the front yard and the back would be seeded. The landscaping was 100 percent included in the sales contract. When they brought the sod on pallets, it was not laid down for several weeks - according to our observation and other neighbors, so the sod was mostly dead at that point from lack of water. They laid the sod on gravel without proper top soil. This is the situation with almost all the neighbors on our street. We also paid to have the back yard seeded. They didn't totally level the yard, left big ruts where pipe was laid for sprinkling system and not filled in, little to no top soil, they left huge rocks, shingles and trash in the yard and seeded over top. After several calls they came back and took the rock out and filled in the ditches, but didn't re-seed. Our automatic sprinkling system has been functioning since April, so they cannot say we neglected to water the lawn. We have called them many times and they claim the sod is not guaranteed and they are not willing to replace it. Mike G**** and Scott (builder) has been really good at other things under warranty, but when it comes to the yard, it seems to be pratt's policy to ignore problems. We have 2 of the 4 bushes that also are dead that they refuse to replace and in our contract we were promised a tree, which has not been delivered. Many of the neighbors are spending their own money to replace the sod, but I don't feel I should have to pay for something twice. Thank you for your assistance.Business response
07/11/2023
This correspondence is to inform you that Pratt has reached an acceptable agreement with the homeowner to replace the dead sod, two shrubs, and seed and straw a small area in the backyard. The irrigation system that was purchased was not installed in a timely manner. We have discussed this with the homeowner, and they are satisfied with the plan.Initial Complaint
04/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Absolutely awful customer care. They didn't did their job for my home warranty! That is promised!! BROKEN FOUNDATION DUE TO POOR THEIR CONSTRUCTION . They have ignored 4 actual foundation analyses.Business response
04/20/2023
Due to a future arbitration proceeding scheduled, Pratt can not comment at this time.Customer response
04/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19903104, and find that this resolution is satisfactory to me.
Sincerely,
******** *****
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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