Complaints

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Badgerland ********** **** installed the fireplace in our new construction home. On 8/29/22 their installer was back to check on our chimney cap/venting leak that has leaked since the original install. It was caulked confirming this would seal and avoid any leak in the future. First rain after caulking it leaked. On 10/31/22 **** @ Homes by Towne (builder) and ******, General Manager of Badgerland came to look. They looked in attic and the fireplace unit. Nothing was done that day, since ****** doesn't go on the roof. No one looked at chimney cap. I have sent many videos and pictures to help locate the problem. If water is dripping on top of my fireplace unit I would think a professional fireplace installer would be able to understand the installation was done incorrectly. On 11/10/22 Badgerland was to come and replace what was needed to fix the leak. No installer came and not even a call back on why or rescheduling date, even with calls and emails. Warranty form was filled out with the very first leak incident. Homes by Towne did not allow even during funds withdraw from bank the subcontractors name. It was not until my last warranty complaint on 8/12/22 did I get the fireplace installer's name. All other prior complaints on this issue were addressed to **** @HBT. Even then we never saw any success in stopping the leak into our home.

  Customer response

  12/13/2022

  ****,

  Homes by Towne is the Home Builder and subcontractor would be Badgerland Fireplace.  

   

  Sue

  Business response

  02/20/2023

  Homes By Towne and its subcontractor have been in communication with our customer.  Both parties have been at the customers home to review the matter a number of times. In working with the customer, a small water deposit was noted on top of the gas fireplace box.  Our subcontractor is waiting on appropriate weather for safe roof conditions to inspect the chimney chase above the roof line and for installation of a replacement weather cap.  Homes By Towne and its subcontractor continue to work with the customer to try to resolve the water intrusion issue within the fireplace.

  Customer response

  02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, Until the work and the correction of installation is complete, the leaking is not resolved.  I am looking forward to them coming out to complete the work that they have promised to correct the leak. 
  
  Regards,
  
  *** And *******************

  Customer response

  05/03/2023

  The leak is still not fixed.  They stated one thing but did not do that.  I took my time from my work to see if Badgerland Fireplace was going to complete what was promised.  They asked if I had extra roof shingles before coming and I informed them no.  I told them the shingle color and type.  Interesting that I went by truck in my driveway on the day of the repair to see the materials that were going to replace the existing leaking chimney and they didn't have shingles and never even used all the product parts they had out.  It rained the next day and it leaked.  They pretty much did the top half of chimney, not down to the shingles. If it were their home it would be corrected.

  Customer response

  06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I never received a response and either did BBB.  The file was closed because we were waiting for rain to see if their partial fix stopped the leak.  On June 13, 2023, it rained and it did leak.  Homes by Towne did send someone out and looked in the attic. They spotted the leak.  They will now have a roofing company come out to fix the leak.  The hole in roofing was made by the fireplace installer and they installed incorrectly the flashing and shingles.

  
  Regards,
  
  *** And *******************

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Closed escrow on lot 92 at Homes by towne ****** Ranch. Home was missing the top section of steel insulated garage door windows at time of final walk through and closing on 06/27/2021. Was informed the windows would be installed within 90 days as they were on back order. Fast forward to April 2022. We just were informed that the windows yet again, are delayed until end of July 2022. We are only 1 of 3 lots that did not received windows in the garage, given the highly insulated panels, and building envelope, there is not air movement, and or light which makes the garage unbearable in both summer and winter. We have to leave the garage open approx. 1/4 way up to allow light into both the 2 car garage, and 3rd car garage. Homes By Towne somehow managed to complete all other new construction homes with the garage windows, however the 3 lots have been left without any resolution. I suggest Homes By Towne reach out to the manufacturer directly, vs. relying on the sub-par contractor to order the windows. This may seem like a small issue, however it has been lingering on for the last year with constant change of dates, with no resolution in site. We purchased this home brand new, and would expect that the product would be 100% completed within a year of close of escrow.

  Business response

  07/22/2022

  We have contacted the homeowner via email and in person and have explained the windows are on back order and that this is a supply chain issue. We will continue to work with our vendor to fulfill the order and stay in contact with ************** once we know more.  We are very sorry for the inconvenience and are following up weekly on the matter.

  Customer response

  07/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  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. ↩