Complaints

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Country Homes purposefully omitted installing Radiant Barrier in the attic of our home. We didn't know that we had a problem until summer of 2022 when we noticed the upstairs was extremely hot and would not cool to a comfortable temperature. I had multiple HVAC companies out to check the system and was told that wasn't the problem. Independent from OCH, we had a couple of roofers and builders out to troubleshoot our heat issue. They pointed out that we had no radiant barrier in the attic. When I brought this to the attention of OCH, their response on July 21 2022 was "unfortunately OCH was unable to obtain it at the time your home was being built. In lieu of the radiant barrier, OCH upgraded the insulation that was installed."OCH was very deceptive given they never even told ** about this substitution during the build process and we had to discover it on our won through trial and error. Per the contract, "OCH reserves the right to modify this information at any time without notice, and the right to substitute specifications for those of those of similar quality..."By definition, a substitute is a product that can be used in place of another, being a product that is essentially the same as what is being substituted for. However, Radiant barrier and insulation aren't even similar products. Radiant barrier does NOT take the place of insulation. Attic insulation and radiant barrier work together to make homes more energy efficient and comfortable. If OCH decided to substitute R-38 insulation for R-44 insulation, that would qualify as a substitution. The contract doesn't state that a specification could be completely omitted, which is what happened with the Radiant Barrier given this is on its own line item and is a different specification grouping.The two items are entirely different and serve different purposes in a home. Something needs to be done.

  Business response

  05/16/2023

  In response to the complaint from the ***** family regarding the lack of radiant barrier in their home:

  The time of construction of this home, was during the height of the ***** pandemic. All builders were experiencing extreme supply chain issues. Many building materials were not available at all - for ANY BUILDER. *************** was one of the items that no builder could get at that time. Our Country Homes did notify all customers that radiant barrier was unavailable and that because of that we would be adding extra insulation to their attic. Our energy marketing handout clearly stated that radiant barrier would be installed when available and when not available we would add extra insulation.

  While some builders continued to build homes using all their normal specifications, just omitting the radiant barrier. Our Country Homes felt that it was important for our customers and the integrity of our homes to research best options to ensure each and every home still remain not only just to code but remain as energy efficient as possible. For that reason, we spoke with energy inspectors. Energy experts informed ** that since we already install a higher density of wall insulation in the first place that what is required, we could continue to build as normal without radiant barrier and still be within code. The inspectors told ** that if we added extra insulation in the attic, that would be the best alternative. We not only increased the attic insulation, but we also increased duct size to ensure the interior of the home remain cool and comfortable. 

  Customer response

  05/17/2023

  Complaint: 20009036
  
  I am rejecting this response because: the bottom line is OCH's alternate solution didn't work and doesn't keep my upstairs at a comfortable temperature. See pics attached I took last July as an example. Thermostat was set to 70 all day. Thermostat read at 76. Yet look at the reading on my stand up fan taking at the same time across the room and the temp reading was 83. The upstairs felt like a sauna. I shouldn't have a brand new house that is HOT. Something else needs to be done. If their solution actually worked, I wouldn't be complaining here.

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

  Business response

  05/17/2023

  After seeing the photos showing the temperature differences in the thermostat setting and the actual temperature in the room, we believe there may be an issue with the **** system - not a radiant barrier issue. We would like to have an **** expert go to examine the issue and see if they can determine what the problem is. I will be reaching out to the ******* to see when a good time would be to send ****************.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom concern,We would like to file a complaint to Our Country Home for their workmanship and work ethic. We closed our new home with Our Country Home (Builder) on June 30th, 2022. After the closing date there are some unfinished works that was left that they promised to complete in 30 days after closing date. 30 days has passed and multiple promised unfulfilled. Below are the list of their unfished worked and picture.1. The water spout is supposed to be 5ft away from the foundation or facing away from it. It's on the exception list at closing 2. There was a din on the top fireplace guard, they took out the guard to repaired the din but they did not put in back properly.3. Patio door doesn't line up. One side is out of the adjustment or not straight with the other.4. Stone frame window on top of the garage is missing. 5. Crack top window in living room. The window has been crack since they install and they never border to order a new one to replace. When we ask their answer because of back order and that was almost a year ago.6. Master mirror bathrooms has no caulk. They also did not caulk the bottom glass after installation. Also the the 3 bedroom also missing a bathroom door.These are the unfinished work on their exception list. We just live for month and we started to found out more problem for sure. We're not recommend this builder for any future customer.*******,*****************

  Business response

  08/18/2022

  We are very well aware of the delay in getting **************** issues resolve. We have been in contact with ************ and have explained that we have had several of our trades not show up and do the work that we had asked them to do. We are working diligently to get new trades out to get these issue resolved as quickly as possible. We have even gone so far as to tell our trades that they will now be back-charged any time that they do not show at a customers home to make needed repairs. We have spoken with ************ again today, and let him know that we will be reaching out to him every few days to give and update on the progress of his repairs. We are very sorry for the delay and are working on resolving all issues.

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