We purchased an Estate home with Crystal Creek Homes in February of 2014. After the signing of the contract to purchase and providing an $86,000.00 deposit, we found that the entire process from start to finish with the builder was extremely flawed. Moreover, plenty of errors and lying occurred throughout the build, to the point where we lost complete trust in the builder, and were extremely disappointment in the decision that we made to purchase this million dollar home with Crystal Creek Homes.
The sales representative was extremely mis-leading and unprofessional in her interactions with us, we were rarely communicated to, unless we approached her. It was to the point where if we were not hounding her for communication, we would not hear back at all. The possession of the home was moved at least three or four times, purchased in February of 2014 we were told that this home would be ready for move in January of of 2015. In the end, we took possession April 1st, 2015. Further and documented, the sales rep. noted the errors and stated that if we wished, she would personally pay for the errors. We found this to be a disturbing tactic to not only acknowledge all of the errors in the home, but to also essentially blame her employer. In the end Crystal Creek Homes did nothing to assist us with the errors, and alas, the house was built with them in place.
What is more stunning, is that we did contact the owner ****** ****** about all of the issues we were having throughout the build. We have documented proof/evidence (via email) of his unwillingness to help out our situation with his company. He asked us how he could help, we let him know, and then he went silent. There were missed or cancelled meetings with him, we had one short call at 7am in the morning, the only time he could give us. Again, just as stunning and documented, was his acknowledgement of the "incompetence" in his own staff!! I am not sure if he thought that would make us feel better, it did not, it made us worry more that nothing would ever be resolved.
Given all of the above issues, the reason for our complaint is not the process was horrific or that the sales representative lied numerous times, or that the owner ****** ****** does not care about his clients or his staff...the reason for our complaint is what we have experienced following the possession of our home.
When we moved into the home April 1st, 2015, we immediately realized that we were moving into a home that was 75% complete, full of poor craftsmanship. We did have a walk through that we signed off on, knowing that there were a ton of areas that needed to be completed. What we did not know at the time of the walk through, was the unbelievable amount of deficiencies that this home had/has, it would have been impossible to note this at the time of the walk through. Living in the home for the past 30 or so days, we are stunned at the careless craftsmanship, moreover, absolutely in disbelief that the builder has had ZERO correspondence with us in respect to resolving all of these issues. Again, we believe that the owner (documented) has simply collected his money from us, and now has left us to fend for ourselves.
Based off of new home warranty, we had a "Trades day" scheduled, were my wife took the day off of work to stay home. It was on this day that the builder was supposed to fix errors in the home, instead, all they did was try and complete some of the missing components of our home (incomplete areas). It was a complete waste of a day, nothing was done.
Fast forward to today, they have still yet to complete missing components of our home, we have holes in the wall left by them, its all atrocious and very stressful for my family considering that we paid $967,000.00 for this home.
I am listing off the deficiencies in the home.
-study: hole to be drilled in floor for door
-wall oven: black ooze around glass
-gas range: caulking? Supposed to be fit perfect, not caulked
-kitchen: Quartz 2 different colours
-doors are all blotchy/rough, Especially in low/dusk light
-nick in master bathtub
-landing: light is facing the wrong way. Long pieces need to be facing the window
-mudroom closet door (right) sticks out/not flush
-master French door window covering broken (same issue as pre possession walkthrough) - Ply Gem called and is comming
-kitchen nook pendant lights not aligned with each other
-bump out light switch is incorrect, should be one double not two singles/incorrect location
-paint on hardware and mirror in master bathroom
-guest toilet room bad paint job, still see the grey base coat
-stickers left on light fixtures in dining room...On the decorative chrome
-front door paint is grainy/very patchy and needs a second coat
-large stain on front step by pillar. Thought it was water but it's not.
-brown stain in seal on master bathtub by faucet
-painting is very bad throughout the house, patchy, discoloured and sloppy especially on edges
-nick in stairwell wall (paint)
-nick in ****** bedroom wall (paint)
-door handle is crooked on balcony at kitchen nook. Doesn't sit properly, it's down turned
-mudroom bench improper filled mark.
-fan in master make extremely loud sound after being in use for 10 mins.
-grout at master tub is not nice
-casing at master tub has weird white streaks
-plugs in master are not symmetrical across from each other
-main light and pendants in master bath turns on incorrect switches, they are reversed.
-main bath: nail pop in ceiling, chip in casing (upper) bad/rough paint job on left wall of mirror
-master bedroom/bathroom lights are two different colours
-kitchen: window sill and painting around it shows a lot of marks
-interior painting: has been taped off and is extensive!
-interior columns and casings are all pretty much scratched and need to be sprayed (picture)
-master ensure mirror is not cut to fit size, large gaps in either side look messy
-flashing on right side of house is falling off (top front beside bedroom)
-white streaks in master ensuite quartz
-master balcony railing missing a bolt
-hole in powder room ceiling by light This is absurd. There's a hole in this bathroom!!!!!
-screw missing in guest bathroom door
-crack in garage roof fixture (view from ***** window)
-"overspray" on bonus room window
-damage to wall/casing during blinds install on stairwell
-seal missing from kitchen sinks both We cant use our SINKS!!!!
-potential damage to under sink cabinetry due to missing sink seal
-trim edge unpainted on deck exterior window left side
-wavy metal exterior "trim" on entire house, not flush with home
-bonus room blinds don't function properly
-front entry paint trim sloppy
-scratches in front of main bath tub
-master bath tub rough and scratchy
-dripping sounds in master bathroom. Happens daily without anything turned on. Can't figure out where it's coming from
-improper repair to stairwell post by bonus room (picture)
-bumpy stairwell railing to basement (wood is not smooth)
We have contacted the service department at crystal Creek Homes at least five times (documented) and to this day, NO ONE has responded back to us. Nothing is being done.
What makes it even worse, is that this builders new show home is being built literally a five minute walk from mine. How is it that they can complete a show home in less than three months, with concrete poured in the drive way (we have gravel), and leave the massive amount of issues in our home?
I believe that not much will be done by this builder to help us, I do have the ability to force them a bit though. I have hired a lawyer, have made a complaint with new home warranty program of ******* and will be filing this complaint with the BBB. My hope is that something is done to resolve this, at the very least, my hope is that no on ever has to go through what we are going through and have gone through with ******* Creek Homes. I can also say that I know that within our area, there are at least three other clients of there's that are just as upset. They will also be filing BB complaints.
We are seeking that the issues and deficiencies outlined above, along with the missing components of our home that are supposed to be done pre-possesion and as outlined in our complaint are looked after through a scheduled time line. We understand not all can be done right away, that is not what we are seeking. We are seeking a response from the builder and a time line of when the work will be done. These are all warranty issues, they are governed by law to correct these issues. So far, zero response by them.
My understanding is that this customer documented his defects at possession (see attached) and these items have been addressed as of todays date. Despite the unprofessional text messages sent to our employees containing threats and foul language we maintained our contractual obligations to complete this home above industry standards, see attached energy guide rating. We have also on many occasions received messages from the clients stating the outstanding quality of the workmanship, see attached. We will continue to meet our contractual obligations despite our strained relationship with this client. Thank-you.
(The consumer indicated he/she ACCEPTED the response from the business.)
Since the opening up of this file, the company has hired a new Service Manager. She has been thorough and easy to work with in respect to our requests to have a properly completed home, sans deficiencies. This said, there are still numerous issues with this house and based off of their own staff members views/comments (Service Manager & Construction Manager) the house is not complete and not to standard. They both have stated the poor craftsmanship in the home, and both have stated they are embarrassed that we have had to go through this with them.
The list of deficiencies have not all been addressed.
I an still a bit taken a back by the lack of understanding/responsibility from the owner, threats and foul language are probably common place, especially considering what clients are paying for in respect to the product, what they go through through the process and what they get as a product in the end.I am not sure what he would expect? Clients are not going to sit back and let things happen, business doesnt work that way, we've paid for a product, we expect to receive what we've paid for, period.
As a business owner myself, I would never let the client get to that level of un-satisfaction.
The texts from us praising the craftsmanship were attempts at encouraging continued behavior, our hope was that some encouragement and praise would elevate the opportunity to have our work completed and proper.
At this point and time, I accept the response from CCH, and we'll continue to work with the new Service Manager to complete the deficiencies. If at any time we feel that our list is not being or will be completed, I will exercise the opportunity to re-open this file.