Complaints

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A&G Homes took 12 light fixtures from my house that I paid for directly to Texas Bright Ideas. They refuse to install three lights on one side of the house that's completely dark. Mr. *************************** emailed me saying that the light fixture package that I paid for was installed. But as you can see from the Texas Bright Ideas inventory that was not true at all. He's welcome to come over and count the lights. It's his Floorplan he knows how many lights I needed. He's the one that told Texas Bright Ideas that we needed all these light fixtures. I would like them to install the three missing lights and to reimburse me for the rest of the lights they took from my house. They haven't responded to my emails or returned my phone calls. Also, they were supposed to install a shower door as per their Floorplan. We were told they were installing the shower door but then they refused to install the shower door because *************** was upset that the house could have sold for more but since we were locked in the contract he couldn't change the price of the house.

  

  Business response

  06/21/2023

  Details are as follows:
  
  In a meeting this week between the homeowner and light fixture supplier concerning Items Sold on House Pack *****, several misconceptions have been corrected.  Actual invoices paid by both parties, the builder and the homeowner, were reviewed and show the following:
  Of the 33, 6 inch down lights on the plan, all were paid by the builder to the supplier.  However, the homeowner reported counting 32 each installed.  A meeting between the homeowner and the builder is scheduled this week, at the residence, to count the fixtures in place and should resolve this issue.

  
  Concerning the three exterior down lights the homeowner feels are missing, these lights were never part of the electrical plan.  Construction began in the spring of 2020.  Electrical rough-in per floor plan was completed prior to contracting the home sale with the homeowner in December 2020.  There is no reference of three missing exterior fixtures at the pre-closing walk through, nor the 30-day after closing courtesy punch list.  The builder does not retrofit additions to plans aftermarket, nor would the builder pay for fixtures for the homeowner to contract an after-market contractor to install.

  
  Concerning the shower door in the master shower, in May of 2021, prior to closing sale, builder received correspondence through buyers/builders agents, that the homeowner requested a shower door to be installed in the master shower.  The builder responded that the builders standard brushed nickel shower wall and door would be installed at no charge and that any upgrade desired by the homeowner would need to be paid directly by homeowner to the builders subcontractor.  Prior to closing, the builder received additional correspondence through the buyers/builders agents that the homeowner would be hiring their own contractor after closing to install the shower door.  Attached is the correspondence notifying the builder that this is no longer an issue. 

  Customer response

  06/23/2023

  Complaint: 20183520
  
  I am rejecting this response because:

  We had one year to list everything that was wrong with the house and we turned in the list within the one year time frame. I have a copy of that email. Also,  we were told the builder would install a shower shower but he didn't. Then out of some place of sarcasm and anger we were told they would install a cheap frosted shower door with a chrome frame. I refused that shower door since it would not only be an outdated eye sore but wouldn't match the rest of the bathroom. We turned in all the issues within the one year deadline.   The builder is supposed to come over today to see the dark corner missing the lights and the shower. A&G Homes sent over one of their employees to have us pay them $450 to install the missing lights and to give us a quote for a proper shower door. The employee's name is *********************. He told us that the other A&G Homes this size had the front lights installed and big beautiful shower doors. He said the builder has a personal problem with this home because he was angry that he listed it at the price he wanted at the time. Then when the market overpriced homes he felt he should have sold it for more but couldn't because we were locked in the contract. The house sat untouched for seven months hoping we'd back out. Nevertheless,  we paid his asking price and only want them to finish the job. 

  
  Regards,
  
  *******************************

  

  Business response

  07/03/2023

  BBB Complaint Response
  Re:  **** Fossil Ridge
  Details are as follows:
  Homeowner (per light fixture suppliers request) met with light fixture supplier on 6/19/23. All invoices paid were reviewed. It was proven that homeowner paid for upgrades only as per contract. Homeowner said by her count she was missing one 6 downlight.
  
  Builder met with homeowner on 6/23/23 at 3 pm and the following items were addressed:
  Interior Lights: Builder and homeowner counted the interior lights together and found one location above the master bathroom tub where one 6 downlight should have been installed as per electrical plan. This area had been sheet-rocked over and finished, but the rough-in housing can and wiring was found to be in place in the attic space. Builder had paid for this light during construction. This light was installed by electrical contractor 6/26/23.
  
  Exterior lights: Builder reviewed with homeowner that no 3 exterior lights were on the electrical plan, nor intended to be on the plan, and therefore, would not have been installed by builders electrical contractor before or after closing. Electrical rough-in was completed in November 2020 by builders electrical contractor, and the property went under contract with the homeowner in December 2020.
  
  Regarding the person claimed by homeowner to be an employee of builder: Builder communicated to homeowner that the person claimed by homeowner to be an employee of builder is not an employee of builder, is not a licensed electrician and was not authorized by builder, nor sent by builder, to install 3 exterior lights that were not on the electrical plan. Homeowner produced a text message from this person to homeowner in December 2022 claiming he knew a medically retired person who could install these lights for $450. Builder never authorized this work. Also, this person was never authorized or sent by builder to provide a quote for the shower door. The builder only allows its shower door contractor to quote and install prior to closing.
  
  Shower door: Builder and homeowner reviewed communications regarding the shower door prior to closing in June 2021. In May of 2021, the builder responded to buyers request (aka homeowner) via builders agent to install a shower door in master bathroom. The builder communicated to the builders agent the shower door contractor would install builders standard combo shower wall and door at no charge with frame finish to be nickel, and if the buyer wanted to upgrade the shower door, the buyer would pay the upgraded cost difference directly to shower door contractor; the shower door contractors contact information was provided. The buyer never contacted the builders shower door contractor. The builders final communication from buyer via builders agent was the buyer would hire their own contractor to install shower door after closing and that the issue had been laid to rest. Emails between builder and builders agent are attached. The homeowner requested builder to provide emails between the buyers agent and the builders agent reference the shower door. Emails between buyers agent and builders agent are attached.
  
  Regarding the property sitting untouched for seven months, the builder was pleased to sell this property to the homeowner. 60% of the construction was completed on this property by November 2020, prior to going under contract with homeowner in December 2020. The remaining 40% occurred after going under contract until closing. The builder did not let this property sit untouched for 7 months.
  
  At the conclusion of the meeting, builder asked homeowner what else can builder do for the homeowner, as builder wants homeowner to be happy with the home. No definitive answer was provided.
  
  Builder pulled the buyers pre-closing punchlist, the 30-day courtesy punchlist, and the 11-month punchlist and found no mention of an uninstalled shower door or of three (3) missing exterior lights. All items on these lists have been repaired.
  

  Customer response

  07/05/2023

  Complaint: 20183520

  
  

  I think this issue will not be resolved, and we will go in circles with this because the only thing we want is what *************** said they will not do. He explained that the 3 outside lights were never part of the house plans. We agreed to buy the lights and get an electrician to install them. He also said they sent an email to my realtor saying they would allow us to get a shower door, but we would have to pay anything over $788, which we would have gladly done but that offer was not given to my realtor. The emails they sent about the $788 allowance were internal communication but not sent to our realtor. I asked for the emails that were sent to our realtor, but I still haven't received it. I asked if we can still get that allowance now, and he said no because our realtor said we had decided to get in done ourselves. That's true. We did say to our realtor we'd do it ourselves because at the time, we were told we'd get a short shower door with chrome trim with either a clear or frosted glass. I asked my realtor to ask *************** if we could pay out of pocket for an upgrade, and she said they said no, that was the only thing they were willing to do was give a short chrome trim shower door which would have looked bad in that bathroom.  ****** then send emails of emails we'd like to see the DIRECT emails sent to our realtor about the offer to upgrade. We would have taken that offer.

  
  

  Regards,

  
  

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

*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. ↩