Complaints

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a stylecraft townhome in 2020. Recently we have had a rodent in the inside wall between my neighbors house and mine. We contacted a pest control company and there is approximately a 3 inch hole above the foundation that leads into the walls between the two homes. This was identified as a construction issue where the mortar was never filled in by stylecraft. They are refusing to help rectify this. We have also had issues with them regarding over ******************************************************* insulated and froze. Some pipes burst causing damage to ceilings and walls Through all this this company has been dismissive and denies any accountability for poor quality construction.

  

  Business response

  04/04/2023

  Complaint Information BBB Case #******** StyleCraft Homes, Inc.
  StyleCraft Homes, Inc. (StyleCraft or StyleCraft Homes) is writing in response to the foregoing Complaint filed by a homeowner, (Homeowner or **********) regarding allegations of foundation issues with their residential home (the Home) which they closed on 06/04/2019. 

  
  We want to thank you for taking the time to share your experience with your StyleCraft Homes.   Providing customers with an exceptional experience is one of our highest priorities, and the feedback is extremely important as we strive to address the situations you brought to our attention.

  
  As background, StyleCraft provides a 10-year transferable home warranty through the **************************** (***) to all purchasers, effective the date of closing.  In addition to that professional home warranty, StyleCraft extends the builder portion of the *** Limited Warranty from 1 year to 2 years, while also providing a Worry-Free Maintenance Program, which includes complimentary inspection of the property on a quarterly basis, to perform many routine maintenance items normally the responsibility of the homeowner, as well as identify any potential concerns to determine if they are covered by the ************.  The ************ is very comprehensive and protects the homeowner against product defects. StyleCraft has an excellent reputation with ***, which includes being presented with their Award of Distinction this award was in recognition of StyleCrafts participation in the *** program for 14 years without having claims.

  
  On 03/13/2023, the homeowner notified StyleCraft Homes of what she described to be a potential foundation defect in a shared wall (attached townhome community) between the Homeowners home and neighboring home. StyleCraft scheduled an appointment to inspect said area on 03/21/2023 with **********, her neighbor, and the StyleCraft Warranty Manager. During the inspection, it was discovered that there was a small void between the brick veneer and brick ledge cap (metal flashing) on the rear wall.  The void most likely occurred over time in which the mortar under the brick ledge cap came loose.  Brick mortar repair is warrantable, per the ***, for 1 year after customer closing; after the first year, brick mortar repair becomes a homeowner maintenance item unless deemed a structural defect.  The area does not allow water to permeate the home and there is no structure defect with the foundation, thus making the void a homeowner maintenance item per the *** guidelines as the Homeowner has been in her home for nearly 4 years.

  
  Prior to the end of the appointment, as a matter providing the customer with solutions, ******************** provided ********** and her neighbor recommendations for addressing the concern noted which included homeowner maintenance remedies by utilizing products from a local hardware store and contractors information that could make the repair if they so desired.
  StyleCraft Homes respectfully maintains that Ms. **** home was built to StyleCraft Homeshigh standards of quality and received all applicable inspections and approvals from the municipality in which the home was constructed.  StyleCraft is grateful for the opportunity to respond to this complaint.

  
  

  Customer response

  04/04/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Gay Ray
  
  
  
  
  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  StyleCraft gives you a great sales pitch and promises you the moon including the 2 warranty which is one of their main selling points. I moved into a StyleCraft home 2 years ago. HVAC unit was unusually noisy so I called and a technician was sent. Three technicians later, they had to open up my bedroom wall in order to find the problem which was a bent/crimped pipe. Compressor was still extremely noisy and a rep was sent out and he told me the noise was at an acceptable level. I asked what other recourse I had and he suggested I get a technician from the manufacturer, which I did and paid for out of my own pocket. The manufacturer's tech said the bent/crimped pipe probably caused undue stress on the unit which was causing the excessive droning noise. I relayed this to StyleCraft and replaced my compressor. However, they tried to repair the holes in my wall and unfortunately they couldn't get the paint to match exactly. I was told there was nothing else they could do and I was responsible for repainting the entire room. I was rather surprised and couldn't understand why I was responsible for the painting when it was the installation and damaged piping that was the issue. They said the warranty only required that the repaired area be painted and if it didn't match, well that was my problem. They told me they couldn't "bend the rules" for me otherwise they would have to do it for everyone. I certainly understand that position but I also understand that exceptions can be made and a company such as StyleCraft should take responsibility for their workmanship and do the right thing. Do the right thing, plain and simple.

  

  Business response

  03/15/2023

  Complaint Information BBB Case #******* StyleCraft Homes, Inc.
  StyleCraft Homes, Inc. (StyleCraft or StyleCraft Homes) is writing in response to the foregoing complaint filed by a homeowner (Homeowner or ******************)regarding allegations of interior paint issues with their residential home (the Home) which they closed on 03/19/2021. 

  
  We want to thank you for taking the time to share your experience with your StyleCraft Homes.   Providing customers with an exceptional experience is one of our highest priorities, and the feedback is extremely important as we strive to address the situations you brought to our attention.

  
  As background, StyleCraft provides a 10-year transferable limited home warranty through the **************************** (***) to all purchasers, effective the date of closing.  In addition to the standard limited warranty, as a service StyleCraft extends the builder portion of the *** Limited Warranty from 1 year to 2 years.  On a quarterly basis, StyleCraft inspects the home and performs many routine homeowner maintenance repairs through their complimentary 2-Year Worry-Free Maintenance Program.  The ************ is a comprehensive warranty and protects the homeowner against product defects and poor workmanship.  StyleCraft has an excellent reputation with ***, which includes being presented with their Award of Distinction this award was in recognition of StyleCrafts participation in the *** program for 14 years without having claims.

  
  As a matter of clarity, StyleCraft disagrees that the **** compressor was replaced due to a defective product, rather StyleCraft replaced the unit as a matter of customer experience.  ******************** does agree with the Homeowner that a repair to a crimped pipe within a wall cavity did occur. This repair required the removal of drywall, the pipe repair, re-installing drywall, painting, and clean-up on or thereabout 1/20/2023.  The repair was made and has solved any performance issues that had occurred with the ****.  Upon completion of the repairs, the Homeowner contacted StyleCraft about the area painted from the repair (paint color Silver Strand by ******************************* SW **** was used to match the customers original selections), as the paint color was not an exact match.  While StyleCraft does not guarantee an exact match (per the ***), as a matter of customer service, the ******************** team removed a piece of the original paint to conduct a color match at *******************************. On 02/17/2023, StyleCraft Homes repainted the affected areas with the color match paint.

  
  As noted in the Complaint, the customer is unhappy with the paint not blending from the repair.  After initial review,StyleCraft declined to repaint the area for a third time as set forth in the *** guidelines Section II, 11.58

  
  Observation: Interior painting, staining, or refinishing is required because of repair work
  
  Guideline: A perfect match between original and new paint cannot be expected.Repairs required under these Performance Guidelines shall be finished to match the immediate surrounding areas as closely as practical.
  
  Corrective Measure: Where the majority of the wall or ceiling area is affected, the area will be painted from breakline to breakline. The builder is not required to paint an entire room.
  
  As a matter of customer service, ********************** has agreed to repaint the two walls affected by the repair.  This should allow for the paint to blend better on the walls of concern but may not be an exact match to the adjacent walls. StyleCraft is offering this one-time touch-up to continue to demonstrate their highest priority on providing excellent customer service. 

  
  ******************** is grateful for the opportunity to respond to this complaint.

  Customer response

  03/15/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  Regards,
  
  *************************

  I appreciate the response from StyleCraft but after careful consideration, we have decided painting only two walls that *** not match the other two is something we are not willing to accept. We have consulted with a professional painter who has advised us that painting the entire room is the best solution. Therefore, we will be hiring someone to complete the job to our satisfaction.   

  You state "The ************ is a comprehensive warranty and protects the homeowner against product defects and poor workmanship".  I consider a damaged pipe in the wall to be a defect and/or poor workmanship.  In addition, you say StyleCraft does not agree that the **** compressor was replaced due to a defective product but rather customer experience  Yes, I experienced ************* coming from not only the **** but my wall.  After numerous complaints about the noise, your manager came out and said the noise level was acceptable.  I disagreed and he suggested I contact a licensed **** tech from the manufacturer.  I paid out of my own pocket to have a tech come out and, after careful inspection, his report stated the pipe was damaged badly enough that it affected the compressor.  It was only after I sent you that report that StyleCraft replaced the compressor.  

  I also have to add that this situation went on for over a year and the warranty department finally told me there was nothing else they could do.  I decided to reach out to the ** of StyleCraft who seemed quite receptive to a solution and agreed to send over two of his managers.  I assumed this meant there would be some kind of compromise or resolution.  Unfortunately, that was not the case.  I found them to be quite condescending, totally unwilling to compromise and not sympathetic at all to the situation that has been dragging on for more than a year and caused us undue stress and total frustration.

  
  
  
  

  
  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 30, 2022, I purchased a newly constructed home (**** ********* Rd) with a full bath rough-in in the basement. My home had a powder room (plumbing for sink and toilet only) rough-in instead. This issue was reported twice prior to closing. Since then the project manager who is no longer with Stylecraft stated the plumber had been fired and consulted with another plumber stating the bathroom was constructed correctly. Ive had 3 private contractors come in to build out the bathroom and all stated they would not be able to complete the build due to not having a drain for a shower (only plumbing for a sink and toilet). The electrical and ventilation is also misaligned and not within the measurements of the rough-in. In addition, I am missing the screen for my ensuite bathroom window. *** attempted on multiple occasions to have this rectified with the project manager and the ** of Stylecraft. They have since stopped taking my phone calls and replying to emails. The contract states if something is missing from the home a refund would be issued. Stylecraft has neglected to act on what was promised in the contract. The purpose of having a full bath in the basement was to be able to rent it out. I have lost money due to this as I have not been able to rent out my basement for almost a year now losing income.

  

  Business response

  02/03/2023

  Complaint Information BBB Case #******** StyleCraft Homes, Inc.
  StyleCraft Homes, Inc. (StyleCraft or StyleCraft Homes) is writing in response to the foregoing Complaint filed by a homeowner, (Homeowner or **************)regarding allegations of missing selections with their residential home (the Home) which they closed on 12/29/2021. 
  We want to thank you for taking the time to share your experience with your StyleCraft Home.   Providing customers with an exceptional experience is one of our highest priorities, and the feedback is extremely important as we strive to address the situation you brought to our attention.
  As a background, StyleCraft Homes offers multiple opportunities for the Homeowner to meet with StyleCraft to ensure the completeness of their home.  StyleCraft and the Homeowner met on December 22, 2021, prior to the Homeowners settlement date for a Homeowner Orientation.During this meeting, the Homeowner had questions about the location of the bathroom rough-in along with a few other items of repair as documented on the Homeowner Orientation Ticket.  On January 27, 2022, the Homeowner signed the Homeowner Orientation Ticket that all items had been resolved which included the questions applicable to their bathroom rough-in selection.  The Homeowner also had warranty appointments with StyleCraft on March 1, 2022, and July 12, 2022 -the 3-piece rough-in previously documented as a concern was not brought up at either subsequent appointment and as such, StyleCraft considered this matter closed.
  Customer service is of upmost importance to StyleCraft, and based on the claim that the Homeowner has provided, StyleCraft researched the concern which included a visit to the home by StyleCraft Vice President on January 30,2023.  Upon review of the Homeowners claim,StyleCraft can confirm that a 2-piece rough-in was installed in lieu of the 3-piece rough-in.   Per the Agreement signed by the Homeowner and StyleCraft Homes on 3/14/2021, subsection K.1 Omission of Selections reads:
  In the event Builder omits the installation of any Selection, Builders responsibility shall be limited to a refund of the listed price or allowance. Any such omission shall not invalidate this Agreement, constitute a breach of its terms, nor give rise to any claim for damages against Builder except to claims for a refund of the listed price or allowance as set forth above.
  While StyleCraft has installed two-thirds of the 3-piece rough-in and would be eligible to provide a reduced refund per the signed Agreement terms, in an effort to show our commitment to providing excellent service, StyleCraft has offered a full refund of the purchasing price for the 3-piece rough-in.  Alternatively, the Homeowner has been provided another solution in lieu of the cash refund, in which StyleCraft will install the 3rd piece of the rough-in to fully satisfy the missing selection identified by the Homeowner.
  StyleCraft has discussed both options with the Homeowner and is awaiting a response on how the customer would like to proceed.  Once StyleCraft receives a final decision by the Homeowner in writing, StyleCraft will proceed with their chosen solution.
  StyleCraft is grateful for the opportunity to respond to this complaint.

*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. ↩