Complaints

• Initial Complaint

  05/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had a custom home built by Montoya Custom Homes that we closed on in March 2021. We had 1 year to get "punch list" items completed. During this year, we tried multiple times and methods of communication with Mr. *******. He usually does not answer his phone, the voice mail is full and text messages are rarely acknowledged. I also left a message on his business website. I tried multiple times to get in touch to complete the "list". I sent text messages 3-14-22, 3-22-22 & 3-28-22 before he responded. He asked if we could meet on 3-25-22. I told him I had all afternoon open. No reply, no show. I sent a message on Monday, 4-4-22 to share my disappointment. He agreed to meet at 2:30, 4-6-22. He arrived promptly at promised time & date. We gave him another handwritten list of needed repairs and assured us he would have all of his tradesmen come the following Wednesday (4-13) and the painter would be last or perhaps the following day. I sent a text on Tuesday saying we were looking forward to the workers coming the following day and to ask if the plan was still in place. No reply. April 13, no workers, no contact. Texted on 4-13, 4-14 and on 4-15-22 I sent a text outlining the disappointment. I told him we were unhappy customers. To this day, Baltazar ******* has not contacted us. It has now been more than a month since he defaulted on his promise to get his subs to complete our punch list. We are so disappointed and frankly embarrassed that we have a new, custom home that has obvious flaws and incomplete work. It is as if Mr. ******* has disappeared from Amarillo. We have been more than patient, considering supply issues, Covid, etc. It is disheartening to try and do business with someone that is not invested enough in the outcome of promises made to complete the job. I don't believe we have been demanding or hard to work with. We just want what we paid for to be completed with care and pride of workmanship.

  Business response

  06/01/2022

  Business Response /* (1000, 5, 2022/05/22) */ Hi Mrs. *******, I understand your concerns and frustration. I can assure you that your punch list will be taken care of and yours needs will be met. We are already working to getting those items completed. For example, on Thursday, May 19, the electrician went to your home to complete his tasks. On Friday, May 20, the plumber started his tasks and is needing to install the hand held shower head. This piece has been ordered and I will communicate with you when it has arrived. The painter will complete his tasks on Tuesday, May 24. The cabinet guy will communicate with you to set a date to complete his tasks. The pantry door has been ordered and will be placed as soon as it arrives. Please let me know if there are any other concerns or questions. As a builder, I strive to give full satisfaction to all of my customers. I appreciate your patience and understanding. Baltazar *******

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Montoya Custom Homes towards the end of 2020 to build a house in Bushland, TX. While the process started off great, we experienced a great deal of difficulty during the build. At one point in the earlier part of 2021, we would drive out to our property in Bushland & see that no work was being completed. When trying to reach out to the builder to ask questions, he did not return any texts, phone calls or e-mails for roughly a 4 week period. When we finally reached him, we set up a meeting to discuss what can be done to finish out our build. He went into that meeting essentially wanting to walk away from building our house, had our earnest money written out as a check & essentially told us he wasn't going to finish our build. Without us having to consult with him, the build would have never been completed. We were told our build would take roughly 4-6 months which would have put us in the house in May 2021. After pushing our closing date back multiple times, losing our mortgage rates multiple times, facing penalties because of not closing we finally closed on the house in early September 2021. There were many flaws with the house, most were able to be fixed, but each time we've had to reach out to the builder he has been extremely unresponsive, makes commitments that are not met & seems to always have an excuse as to why things are not being done vs. being done. One major issue with the build is our front & back yards were left unlevel to the point it's been dangerous for us to even walk across the yard. His company is just a bad representation for builders in the Amarillo area. We have numerous pictures of the lack of workmanship that has occurred with our build. While it's unfortunate we're in this position, I'm more concerned that others are experiencing, or will experience, similar issues.

  Business response

  06/01/2022

  Business Response /* (1000, 5, 2022/05/04) */ I am deeply sorry that you feel this way about the build process. As you are aware, for the past two years there have been many supply chain issues which has caused delays in every aspect of the build process. Because of this unpredictability, I do not like to confirm updates with my customers until I can guarantee that the product has arrived and/or the labor has been completed. I never want to make my customers feel ignored. Please know these are never my intentions. I value communication and it's importance throughout the building process. Regarding the grass at your home - on April 18, the landscaping crew began scraping the grass and leveling the dirt. Fresh grass was put down and this was completed on April 22, 2022. To my understanding, you and your wife were both satisfied with the new leveling and grass in your yard. Please do not hesitate to reach out if you have any questions or concerns. I want every one of my customers to enjoy and love their home with 100% satisfaction. Consumer Response /* (3000, 7, 2022/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) As a business owner you have an obligation to keep your customers informed throughout the entire process. Communication is clearly not valued by you as if it was we wouldn't have gone (at one point) 4 weeks without being able to reach you via email, text or phone. This wasn't the only instance of your business not valuing communication. Numerous times this occurred. Regarding the recent sod replacement we found out this week from a friend who owns a landscaping company that you & your landscaper patched our yard with Fescue when the rest of the yard is Bermuda. Now we have an issue with having two different grasses that require different care & maintenance. And again, here we are trying to get work done right the first time & yet again, we are having to fix another mistake. Not sure where to even start with this one. It's sad that one of the most well known landscapers in our area is infuriated with how the work on our yard has been handled. There's also a huge pile of sod & dirt that has remained on our lot for several weeks. Again, no pride, no one has bothered to come clean it up so now are we supposed to take care of it like we have everything else? At the end of the day this build was a complete failure on your part. The lack of communication, willingness to take the easy way out & walk away from the build at one point, constantly failing to get things done the right way the first time, us having to constantly engage you & basically beg for you to complete work simply isn't how someone should run their business. It's extremely disappointing to us that we invest trust & money into what we thought would be an amazing experience in building a home. We were robbed of that experience thanks to your unprofessionalism, lack of pride & integrity. It's also very sad that through this process we've talked to numerous vendors who assist in the building of homes who have worked with you who have said the same things we have experienced, others are experiencing the same results. You seem to have a reputation of cutting corners, not taking pride in work, failing to pay individuals for the work they do for you, among many other statements we have been provided. It's unfortunate that people would trust you with building their dream homes to only come to have a lackluster experience. If you taking nothing from this, I at least hope you are able to look yourself in the mirror & realize that you need to make changes in how you do business. Believe it or not we are not difficult people to work with. However, we work extremely hard for what we have & treat people with the same amount of respect we would expect. It's only when we are sold short or feel like we are not being treated fairly where we voice our concerns. For us to take it this far should signify to you that your business has some very concerning, gapping holes that need to be not only addressed, but potential customers need to be aware of. If we would've done our homework prior to building vs. feeling like we trusted you & allowing you to earn our business that way, I can tell you there would've been zero chance we went with your business. You can make it seem like you value this, & because of that you're not able to do certain things. That's ok, we understand. What we don't understand is your lack of integrity & pride in the work that you do. It's just all very unfortunate. You seem like a really nice man, but it's clear you're either way over your head with work & your staff is rushing jobs. Or, you simply don't care about the details of the work that you're doing. If it were me & my name was all over the houses you're putting up, you better believe I would be at these jobs regularly checking things out along with staying in continuous communication with those who are my customers. Investing in you as much as people do, you should take more pride in those responsibilities that you signed up for being a business owner. As a consumer, I would not recommend your company to anyone. As I've stated above, it's also concerning that building professionals in this area have voiced their concerns in having doing business with you as well. I hope you identify the gaps in your operation & mentality & correct it. Future customers need to know this about your work, but more importantly they deserve better. Maybe that's with you, maybe that's with someone else, but people deserve better from your business, period. Business Response /* (4000, 9, 2022/05/22) */ Hello Mr. ******, Thank you for taking the time to share with me your complaint so that I can make it right. I understand your frustration and the inconvenience that this is for you, and I am deeply sorry about the fescue grass mix up. I have taken a look at this sod placement issue and have ordered new sod for your home. It is scheduled to be delivered on June 20. In the meantime, I hope that you will give me the opportunity to regain your trust. ******* Custom Homes was established with fundamental business principles like honesty, trustworthiness, integrity, and respect among others. I strive to provide excellent customer service in a timely manner and I will look to correct these issues within my business. Again, thank you for your feedback and I hope to continue serving you moving forward. Sincerely, Baltazar *******

*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. ↩