This business is not BBB accredited.

Dominion Homes

Phone: (614) 356-5000 Fax: (614) 356-6555 View Additional Phone Numbers 4900 Tuttle Crossing Blvd, Dublin, OH 43016 http://www.dominionhomes.com


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Description

This company offers new construction single family homes in Ohio, Kentucky and Indiana. This report issued by the BBB serving Central Ohio involves the company's corporate headquarters office in Dublin, OH, and business activity throughout Central Ohio. The company operates division offices in other areas and BBB's issue separate reports on these locations and these reports are available at http://www.bbb.org/.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Dominion Homes include:

  • 5 complaint(s) filed against business that were not resolved
  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 37 complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

37 complaints closed with BBB in last 3 years | 9 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 17
Problems with Product/Service 19
Total Closed Complaints 37

Customer Reviews Summary Read customer reviews

1 Customer Review on Dominion Homes
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: October 01, 1962 Business started: 01/01/1946 in OH Business started locally: 01/01/1946 Business incorporated 10/05/1993 in OH
Type of Entity

Corporation

Business Management
Mr. Keith Tomlinson, Chief Executive Officer Ms. Nancy J. Doran, Senior Vice President of Dominion Homes Financial Services Mr. Stephen M. George, Executive Vice President and President - Louisville Kentucky Ms. Sherri Markham, Customer Care Mr. Jack L. Mautino, President of Single Family Division Ms. Christine A. Murry, Vice President and Corporate Counsel
Contact Information
Customer Contact: Ms. Sherri Markham, Customer Care
Principal: Mr. Keith Tomlinson, Chief Executive Officer
Business Category

Home Builders

Alternate Business Names
Dominion Homes, Inc.
Business Management

According to information provided to BBB serving Central Ohio by Sherri Markham, Customer Care, Dominion Homes, Inc.: 

The corporate headquarters of Dominion Homes, Inc. remains  4900 Tuttle Crossing Blvd.Suite 110, Dublin, Ohio 43016 

Dominion Homes, Inc., is an independent business and is not a subsidiary of PulteGroup.

PulteGroup purchased assets of Dominion Homes, Inc.
(see public announcement by PulteGroup.) http://www.pultegroupinc.com/investors/press-releases/press-release-details/2014/PulteGroup-Acquires-Real-Estate-Assets-Of-Dominion-Homes/default.aspx

Dominion Homes, Inc. provides warranty services on homes built by Dominion Homes, Inc.

Dominion Homes, Inc. and PulteGroup are separate companies and business entities; each has its own employees.  

Dominion Homes Customer Care and Quality Assurance teams were NOT acquired by Pulte.

Homeowners' original Dominion Homes, Inc.,  warranties and terms remain in effect.

BBBs issue separate Business Reviews on PulteGroup and its divisions, and these Business Reviews are available by searching at http://www.bbb.org/ and they include: http://www.bbb.org/atlanta/business-reviews/home-builders/pulte-home-corporation-in-alpharetta-ga-7076


Customer Review Rating plus BBB Rating Summary

Dominion Homes has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    4900 Tuttle Crossing Blvd

    Dublin, OH 43016 (614) 356-5000

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased my home at the current address when Dominion Homes was actively in the construction business of building homes. I closed on my home in Oct of 2012. I noticed in the first year that I developed sink holes in the front yard. I called Dominion about the sink holes and was told that I would have to wait to have this fixed until my 12th month anniversary date of being in the home and doing 12 month walk-through. I also reported drainage issues with the side and back yards. Dominion said they would fix these issues. They did put in some drainage ditches, covered them up and left. They promised to fix this issue and ensure it was done right. We still have drainage issues. Dominion has NEVER attempted to fix the sink holes in the front yard. Dominion Homes sold the real estate portion to Pulte homes in August of 2014. Dominion Homes has become just a warranty company at this time. In May of 2015, I met again, with a supervisor to go over the issues with my yard. I was told that as soon as weather allowed, they would contact me to fix my issues. To date, I have not been contacted.

Desired Settlement: Since they can't do their job and provide the service promised and contracted to do, I want 10,000 dollars put into an escrow account. I will make arrangements with reputable bonded and insured contractors to fix my issues. The 10,000 will be paid to the contractors upon successful completion of the discrepancies reported. If they cannot put this money into escrow to fix these discrepancies, I want Dominion to buy back my house at fair market value plus monies for my relocation to another domicile within the Louisville, KY Southern Indiana area and pay all expenses for the move and anytime I have to take off of work.

Business Response:

Complaint ******** *******

Dominion Homes personnel spoke with Mr. ******* in September and November of 2015 relative to the yard drainage repairs.  Exterior yard work of this nature is weather dependent, and this has been placed on our “weather permit” work list to be addressed after the weather breaks in the spring/summer of 2016.  It is not possible to address this type of work at this time of year.

Thank you,

Dominion Homes Customer Care

Consumer Response: I am rejecting this response because: I purchased the home, closed and moved into the house October 2012. The problem was reported in November 2012 and I was told by Dominion Homes that this issue would be addressed again October 2013 during an annual walkthrough. I submitted this again in October of 2013 with pictures of the problem and drainage issues. This issue has been going on now for over 3 years and If you'd like, I will be glad to provide you with the number of good days that this issue could have been taken care of. The 2015 date of me addressing this issue is bogus and wrong information tossed out there as a distraction.

Business Response:

Dominion Homes personnel spoke with Mr. ******* in September and November of 2015 relative to the yard drainage repairs.  Exterior yard work of this nature is weather dependent, and this has been placed on our “weather permit” work list to be addressed after the weather breaks in the spring/summer of 2016.  It is not possible to address this type of work at this time of year. It is winter in central Ohio.  There is no option to speed up the seasonal weather conditions. Mr. ******* has already been advised the work will take place in 2016. 

Thank you,

Dominion Homes Customer Care

Consumer Response:

 

https://livechat.s3.amazonaws.com/2015311/0/logo/13b901a2eb559a0b2170a6631e85e3d8.jpg*** *** **** * *** ******* **** *** *** ** ******* **** ** ******* ** **** ********* **********

 

 

 

 

 

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

Sun, 07/31/16 6:21 pm

 

 

 

 

 

K** ******* ********************

 

Sun, 07/31/16 6:21 pm

 

 

I haven't heard from Dominion since you all said the ticket was solved. How do I re-open it?

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

 

 

 


5/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We contacted you guys back in October as dominion would not return my call regarding a warranty issue well they satisfied by coming out and said they couldn't do anything due to the cold weather well here it is June I tried several times again and no return call I am tried of the horrible customer service and warrantty issue we have with this company .like I stated they came out to solve this compliment but still no action we purch. Are home and less than a year later we have major damage to are trim from water coming in they have not any concerns with that which should be repaired when we had are service call 2 months past out year warranty check due to there bookings we notice damage to our trim .Dominion has prolly the worst customer service I have ever delt with

Desired Settlement: We want our house and trim fixed at there expense we let them in a timely but they still have returned my calls or attempted to reach us to us ..I hope this time they repair the situation instead of just meeting us to resolve a complaint

Business Response: Good morning. 

On June 24th, we offered the homeowner an inspection appointment for July 10th between 9am-11am.  We have not yet received any response to our offer. 
Thank you. 

Business Response:

This door was replaced on Friday, April 8th.  After the replacement, on April 15th, the homeowner advised us that while cleaning he found a crack in the glass of the transom window. On APril 22nd, our Quality Assurance personnel called the homeowner and left them a message advising that replacement glass and base trim have been ordered; once they are received, installation will be scheduled. 

 

thank you

Dominion Homes Customer Care

4/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In June 2014, we had our one year walkthrough inspection with Marvin. At this time, the linoleum on the first floor was separating at the seams, the master bathroom door needed replaced due to gashing, and the driveway needed repaired as the edges and surrounding the sidewalk dip. In July 2014, the flooring company came out to replace the linoleum. It was stated that a ticket would be submitted for the driveway and that it could take some time. Marvin also stated he would order a new bathroom door. So, after multiple contacts and not hearing anything in April 2015, another walkthrough was completed on the 10th. At this time, Jason had the flooring company come out and repair the seams in the linoleum and patched the door. The flooring company stated the subflooring was likely not right that we continue to have problems and in one area of our floor there is a noticeable triangle appearing from under the linoleum. The flooring guy stated the subflooring in this spot likely was not stapled or glued down as it should have been and the problems would likely continue until Dominion repaired the subfloors. Jason stated the asphalt companies were not open yet and that it would be weather permitting as to when they could come out to fix the issues. On May 26, 2015 I called Dominion Homes again because the seams are again separating and we hadn't heard anything about the driveway. Dawn was to contact Jason and one of them were to call back. However, on 6/11/2015, I called again and Dawn stated she "forgot" to send Jason and email and had left on the 28th for vacation and that she would get it to him now. However, it has been 5 days and I still have yet to hear from Jason. Waiting on driveway repairs for 2 years is extremely ridiculous and unacceptable as well as repairing the first floor linoleum every time you turn around.

Desired Settlement: At this point, we have been dealing with this for two years and counting. We are asking for the driveway costs and the cost of the linoleum be refunded to us so that we can have it repaired/replaced and in a timely manner. There is NO reason to have to wait for two years to have a driveway repaired when there have been PLENTY of nice days. We also are unable to seal the driveway as recommended by Dominion until after this repair is completed. As for the linoleum, it needs to be completely pulled up, subfloors inspected and repaired as needed, and linoleum or something else put back down so that this problem never happens again. If the lay out is insufficient to withstand the linoleum due to the multiple seams then Dominion needs to provide other options. Therefore, I guess we are giving Dominion an option even thought they are undeserving; either pay for it all or repair and seal the driveway and give us different options for the first floor linoleum and have it put in correctly.

Business Response: Good afternoon.  We have arranged an inspection appointment with the homeowner, for July 10th.  Our Quality Assurance representative and the flooring company, AFS, will both be present for this on site inspection.  Thank you. 

Consumer Response:

Consumer’s Additional Information Regarding Complaint:
When we built our home in 2012 (moved in June 2013) Dominion Homes had America's Floor Source lay the laminate floor in our kitchen. The floor began to pull apart at the seams to the point of needing a rug to lay over the seam in one area because it was pulled apart so badly that the kids could fit a Matchbox car underneath the linoleum. We called to let them know this was happening only to be told that we needed to wait until our 1 year walk-through to have it looked at because if they came out then the rest of the items needing repaired would be void so we waited. They came out and replaced the floor in July 2014. At this time, the floor looked fine and we did what the flooring company said and didn't walk on it for the specified length of time (3 hours, I believe). Then the floor started pulling apart again after a few months. Dominion made an appointment to come out again in April 2015 to seam the floor again. At the end of May we started calling again because the seams were again starting to come apart. I had to call again in June because Customer Care "forgot" to send the email to the site supervisor. 5 days later I was finally able to have them give me a time to come out. On July 10, 2015, America's Floor Source and Dominion Homes came out and I was told the floor would likely need replaced again if sealing the seams didn't work this time. The seams were sealed a week later by "the best guy AFS has." However, the seams are coming apart again. This time Dominion Homes didn't respond to my email sent at the beginning of March. I called them on the 30th to be told I would get a call back by the end of the day only to receive an email on the 31st at the end of the business day stating the warranty is now expired on the floor and they are unable to take care of this matter. However, this has been going on from the very beginning of us moving into the home. I was also told when I questioned the warranty that this would be corrected despite the warranty because it was considered the same problem. The original problem never went away. They just come out do a temporary resealing of the seams, which lasts a couple months and then were right back to square one and calling again.

Consumer’s New Desired Resolution:
The desired outcome I would like to see from Dominion Homes and America's Floor Source is to have the linoleum replaced. This is the second floor we have had put down and resealed multiple times. These two companies need to come up with a solution to prevent this problem from happening again whether it be to pull this floor up, clean the subfloor, and put the same or different flooring down.

3/7/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a home from Dominion Homes on 5/27/2014. With the purchase of my home I was also issued a guarantee on a 1 year house call by the anniversary of my home purchase for warranty work to be completed. I contacted Dominion Homes on 4/20/15 with submission of my house call list of warranty work that I would need inspected and completed. After 2 attempts to receive a confirmation from Dominion receiving my list (4/23/15 and 5/11/15), I spoke to their customer service rep, Dawn, on the phone who explained that due to their recent purchase from PulteGroup they were behind on scheduling and completing warranty work and I would be contacted by the end of June 2015 to schedule my appointment. Dawn then sent me an email confirming these details and receiving my warranty work list. I then contacted Dominion Homes on 6/18/15 and 6/28/15 asking for an update and follow up to scheduling my appointment, as stated by Dawn their customer service rep, and I still have received no response and no appointment has been set to complete my warranty work.

Desired Settlement: House call inspection appointment to be completed by July 31, 2015 and all warranty work completed within 60 days of the inspection appointment (no later than September 30, 2015).

Business Response:

complaint number ********

Mr. ******’s House Call warranty program visit Walk through was scheduled and took place in August of 2015, and the subsequent Work appointments were completed before the end of the year (between October and December).  The House Call has been completed and there are no open service items.

Thank you,

Dominion Homes Customer Care

3/7/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchasing a home is the biggest expenditure that most of us will ever make. I purchased a Dominion (which has since been bought out by Pulte) home in October of 2012 in Hilliard. The building process was smooth and our first year or so in the house was great. Then came the leak. In September 2014 I first noticed a leak into my garage during a strong rainstorm. I immediately contacted Dominion's home warranty company and shared this finding with them. Their immediate response was to say that this was not their problem as a roof problem is not a "structural" issue. My only option was to have private roofing contractors come out and determine whether the roofing was installed properly. What followed was a customer service disaster. After two different contractors determined that the roofing was indeed installed improperly Dominion's staff roof inspector took weeks to actually come out and look at the roof. By the time he finally showed up it was winter and snow had covered the roof. After winter, several phone calls, and an appointment in which he just plain didn't show up, he finally made it out to inspect my roof in May of 2015 (8 months after I made the complaint). He determined that the independent contractors were "possibly just trying to sell me something" and that the roof had been installed properly. He stated the problem was likely due to the harsh 2014-2015 winter weather, despite the fact that I filed my issue with Dominion in late summer of 2014. After much more delay and unreturned emails on their part my appeal of this decision was denied. Pulte's corporate office in Atlanta has been of no help in this matter, they would only refer me to their partners at Dominion home warranty, completely dismissing my issue. This drawn out process has put my family at risk of mold developing in our home thanks to the unwillingness of Dominion/Pulte to stand by their contractors. I am extremely disappointed in my builder in how they have handled this matter. I strongly encourage anyone considering buying a Dominion home to keep their customer service and warranty practices in mind. They don't appear to be in place to help the customer.

Desired Settlement: I would like Dominion/Pulte to repair my roof to ensure no further leaks.

Business Response:

The home in question closed in 2012 and included specific and finite warranties.  Among those were a one year roof leak warranty, which expired in October of 2103. 

In September of 2014, the homeowner contacted us and advised they had a roof leak.  We explained that although the warranty had expired, they could take steps to qualify their claim for further review; namely, submitting pictures and documentation of a specific and provable installation error or defect. In December, the homeowner submitted documentation for our review.  We performed a site visit to inspect the roof claims and there were no indications of any installation errors or construction defects whatsoever.  However, we did view and take photographs of evidence of the occurrence of ice damming over the winter.  Specifically, the build up of snow and ice did cause the ice to bend to bend some of the metal flashing.  The written warranties specifically exclude any coverage whatsoever for instances of ice damming.  Due to the fact there are no warranties against ice damming and the fact there is no evidence of any installation error, in conjunction with the fact all applicable warranties have expired, there is no further action to be taken by Dominion Homes relative to a roof leak at this home.

Thank you.

Dominion Homes Customer Care

 

3/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We signed a contract with Dominion Homes in August of 2013 to build a home in the Meadows of Southern Point community. We closed in May of 2014. The entire experience was just awful. From the beginning the Land Development Department really failed this community! The lots were (and still are) zoned as condominiums. This was not disclosed to us at the time we signed the contract! After doing some research we discovered that loans for condominiums had higher interest rates, so we were extremely upset. We starting asking questions and escalated the issue to management. Eventually Dominion agreed to buy down our interest rate to that of a single-family home and we were asked to sign an addendum to the contract. Later, we were asked to sign a contract addendum disclosing that we would not be given a mailbox but rather a cluster of mailboxes at the front of the community (resembling that of a condominium community). Basically, we bought a $200,000.00+ condominium! There were also utility boxes that were almost directly behind our home that should have been moved to the back of the lot from the beginning of the land development, but they were not. After many complaints from the neighborhood, Dominion started working with the utility company to have the boxes moved. They moved ours to the back of our lot and were supposed to stay on the property line, but they moved the electric box back and to the right of the expected location. Recently we had ****'s come out for an estimate to install a fence and we were informed that the placement of the electric box would result in a loss of 3 feet of our yard. We paid a lot premium of $3000.00 to add additional width to our yard and we now have an unusable space. I contacted Dominion Customer Care and they informed me that Dominion was no longer handling land development, only warranties, and worked with me as an advocate while corresponding with PulteGroup. PulteGroup responded saying they would not refund our lot premium, nor honor any commitments made by Dominion regarding land development, prior to their acquisition of Dominion's assets in August of 2014. Dominion responded today (12-22-14) and denied our request for refund as well.

Desired Settlement: We would like to be refunded our lot premium.

Business Response:

From: ******************************
Sent: Tuesday, February 23, 2016 2:57 PM
To: *****************************
Cc: **************************
Subject: ********* ********* ********* ********

Complaint ********* ********* ********

Attached are the contract documents and amendments signed by Ms. ******** in November of 2013 acknowledging that she was informed of the condominium vs. single family concerns she’s cited and of the possibility that the USPS might require cluster mailboxes in her community, well before her closing date on the purchase of the home on May 23 of 2014.  After being informed of these specific details, Ms. ******** opted to proceed with the purchase of the home and had full understanding of these details for nearly six months prior to the closing date.  There is no basis for any action relative to these items.

Relative to the placement of the utility boxes.  Pulte (NOT Dominion) worked with AEP to move their utility pedestals.  However, Ms. ******** signed the attached Clarification Addendum in August of 2013 (well before the closing date) in which it is clearly stated that “Utility improvements such as surface manholes, surface telephone, electric, or cable equipment, as well as underground lines, wires, and/or pipes are now or may in the future be installed within easement areas and on or near Buyer(s)’ homesite or in the common elements near Buyer(s)’ Unit.  Buyer(s) acknowledge that the location of such facilities is the sole discretion of Seller and/or the relevant utility companies. Certain utility easements may prevent the installation of fencing, landscaping, or play equipment.”

Lot premiums are based on many factors.  Ms. ******** is requesting a return of a lot premium based solely on factors which were all disclosed and openly provided to her well before she opted to close on the purchase of the home on the selected lot with the associated lot premium.  There is no legitimate ground for any adjustment in the lot premium associated with the home site Ms. ******** selected, and no adjustment shall be made by Dominion Homes.

 

Thank you.

Dominion Homes Customer Care

11/30/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We built a home with Dominion Homes that we closed on 10.18.2013. It has always been a challenge to communicate with their customer service department once Pulte took over their remaining properties; however, as of the past 6 months we cannot get anyone from Customer Care to give us an honest response to our questions on the remaining repair requests that we have. We submitted our one-year walk through paperwork for items to be fixed almost a year ago with just 2 items remaining (and the biggest). Our driveway needs replaced as it is lower towards the house in which water flows into the garage after a heavy storm. The second item is our kitchen window screen. It was damaged during construction. We have called Customer Care on several occasions to check on the status and were told numerous times that it is being taken care of. Probably a standard response. I am concerned that as time passes, it will be too late to have the driveway replaced going into winter or for that matter, replaced or repaired at all.

Desired Settlement: I want a call ASAP from a representative at Dominion explaining why we get no response to any inquiries and how to handle going forward with all of the repairs they're still responsible for.

Business Response:

The following is a status update on the warranty repair items at this home: 

The kitchen window screen has been delivered.

The driveway will be repaired by  Reardon.  This is TENTATIVELY scheduled for Wednesday, 9/23/15, weather permitting. 


Thank you. 

Dominion Homes Customer Care

Consumer Response:

I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.   However, they did not show up on Wednesday, September 23rd as promised.  I did not even receive a phone call to reschedule.

And as of today, I have not heard from Dominion Homes regarding this matter. 

Business Response: This complaint has been closed as “unresolved” and this is not accurate. 

The asphalt driveway vendor met with the homeowner on Thursday, October 8th.   Under the authority and terms of the warranty, Dominion Homes had determined that a PATCH of the asphalt was an appropriate corrective measure.  The homeowner did not want a patch and chose instead to work with Reardon, the vendor, directly to find a solution they are happy with.  The homeowner has Reardon’s contact information is has CHOSEN to work with them directly for corrective measures of their choosing, INSTEAD of accepting standard warranty repairs.  We are no longer involved in this matter. 

Thank you. 

10/5/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a new home through Dominion, when it was time for the one year inspection we had to call and email several times just to get the walk through carried out. We had three main issues ; a wavy roof that they agreed to have a roofer scheduled to take a look and insure it was to code ( have not heard back about the roofer), a crack in the foundation on the outside that he said he could quickly patch for us ( has not been fixed) and a crack down the middle of the front cement porch which they said to complain to customer service because he wasn't allowed to have it fixed.

Desired Settlement: I would like a contact from dominion with resolution to the three issues; A roofer to inspect the integrity of the roof to see if further action is needed, the foundation sealed to prevent moisture or further cracks in my new home, a remedy for the cracked cement porch.

Business Response: Our records indicate that this homeowner was unhappy that per the warranties, a hairline concrete crack does not justify or necessitate a replacement of the front porch.  Our Quality Assurance personnel was on site on 7/21 and did a follow up on 7/23. Every discussion we had with the homeowners reiterated the fact that the nominal width concrete cracks are not covered under warranty.  Mr. Ward indicated that he was not happy with this determination and He said he would not sign off on his paperwork.
 
Our preliminary inspection of the roof indicated that it appeared to be within the warranty tolerances, but we committed to have a roofing company perform an inspection.  We have asked 84 Lumber to perform this inspection.  They haven’t  completed this yet, but are tentatively set to do so this Friday, 9/25, when they are in the area for an unrelated appointment.   
 
 
Thank you,
Dominion Homes Customer Care

9/29/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a home from Dominion Homes in June of 2014. I was told to keep a list of necessary repairs and to submit them within one year to Dominion for repair. I submitted my list in April of 2015 and received no response from Dominion. In June of 2015, I contacted Dominion and was told they were a couple of months behind and someone would be calling me within a month to schedule my appointment. I contacted them again in July of 2015 and was told the same thing, they were behind and would call me soon to schedule my appointment. It is now September 14, 2015 and I have not heard from Dominion. I tried several times to call and finally got through this afternoon and was told they weren't scheduling appointments because they are behind. I persisted and have an appointment scheduled for December 4, 2015. Unfortunately, I can see daylight around my front door which causes the cold air to come in the house but according to them, I can't have anything done until at least December 4th. This appointment is not to make any repairs, it's just to see what needs repaired. I submitted that list in April so I'm not sure what they need to see. Most of these items have needed repair for since last summer.

Desired Settlement: I would like Dominion to honor their obligations that were in the contract for my home and repair everything on my list before the weather turns cold. I've met my obligations, they need to meet theirs.

Business Response:

As Dominion Homes has shared with Ms. *****, the purchase of Dominion Homes, Inc.’s homebuilding assets last summer by another company has contributed to a substantial delay in the completion of our warranty work.  Dominion Homes is still here to honor the home warranties and is working to mitigate the scheduling delays that are occurring.  The Dominion Homes Customer Care and Quality Assurance teams remain in place and all of the home's original warranties and terms remain in effect.

The House Call list was received within the required timeline and the items Ms. ***** submitted on that list are eligible for review under the one year warranty. However, so that we may address our backlog of House Calls already in process, we are currently imposing a temporary hold on the scheduling of any new House Call walk through visits.  We will resume the process of contacting homeowners in late 2015/early 2016 in order to establish future House Call initial walk through dates, and then any necessary subsequent work appointments.

Ms ***** spoke with our Customer Care team on 9/14/15 and was again provided with all of this information.  Her Hosue Call Walk (inspection) appointment was scheduled to take place in December, in keeping with the information provided above. We apologize for any inconvenience caused by this temporary delay, but the appointment is scheduled. 

Homeowner information:  Please note that all appliance warranties are directly through the manufacturer and you may call them directly for service at any time within your warranty period.  Additionally, the two year limited mechanical warranties on the installation of the plumbing, electrical, heating, and cooling systems are serviced directly by the installation contractors marked on your Contractor Directory and you should contact those contractors directly for prompt service should any mechanical concern arise within the warranty period. These concerns should not and do not have to wait for your House Call visit.

Sincerely,

Dominion Homes Customer Care

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********* and would like to leave the complaint open until the business does the walk through on December 4, 2015.  

9/1/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried to email and call DOminion numerous times about the dead tree out in front of my home. I have been in my home for year and half. MY home is newly built. The tree was planted at the same time my home was being built. The tree is dead. The city of Columbus and HOA both stated that they cannot replace the tree and that it should be under warranty through Dominion. Dominion Homes hasnot responded to my numerous calls and emails. Furthermore, my house call one year warranty repair was due in March 2015 and they have scheduled it for July 10th. The customer service I am receving is terrible. This goes against the contract I signed with Dominion Homes.

Desired Settlement: I would like a representative from Dominion Homes to call me ASAP. I would like the dead tree repaired. I would like my housecall one year warranty visit to be honored and all the work listed on the housecall form to be done per the contract.

Business Response: Good afternoon. 

Dominion Homes explained to this homeowner via phone on 1/22/15 and 3/23/15 that due to the recent purchase of the assets of Dominion Homes by the PulteGroup and the resulting unavoidable staffing and scheduling adjustments inherent to this change, we were temporarily delayed in scheduling all new House Call warranty program appointments.  We also explained that Dominion Homes is still here to honor the home warranties and this was only a temporary scheduling delay which had no negative effect on your warranty coverage.  

We spoke with the homeowner on 4/27/15 and scheduled the House call to take place on 7/10/15 at 9:00 AM.  

We have noticed that the homeowner did not list the tree as a concern on their House Call item list.  We will send the information to the Quality Assurance technician, but as that paperwork has already been passed along, it will be incumbent upon the homeowner to be sure to bring up the tree issue for review at the upcoming appointment. 

Thank you, 
Dominion Homes Customer Care

Consumer Response: I am rejecting this response because: I emailed customer care on 04/08/15 and still have not gotten a response. I find it upsetting that they were able to answer this complaint promptly, but they do not respond to their customer's emails for months on end. The tree issue was initially being handled through HOA OMNI. OMNI is the Homeowners Association who handles our community. They told me that it was the City of Columbus' responsibility to replace or repair the tree. The City of Columbus stated that it is the obligation of Dominion Homes to repair the tree as the tree died within a year of being planted and it should be under warranty. My husband and I will make sure that when the technician comes out on 07/10/15 he is made aware of the tree issue. I have paperwork from the City of Columbus that details this.

Consumer Response:

BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB Dispute Resolution Services. We appreciate the patience and understanding of the parties.  

Consumer’s Additional Information Regarding her complaint:

Dominion came out to my home on 07/10/15 to do one year anniversary repairs. They did not make repairs at that time instead they wrote down a list of things they were going to repair by 09/04/15. They still need to repair a crack in the drywall, insert foam into electric outlets and repair a cracked step. I called and texted Dominion to see what their plan was for the upcoming 09/04/15 appointment is. They did not respond to my phone calls, text messages, or emails. On the sheet they gave my husband they stated that would call America's Floor Source to repair the step. I called America's Floor Source to see if Dominion contacted them and they have had no correspondence with Dominion. I am tired of having to wait long periods of time for my warranty repairs to be done.

Consumer’s New Desired Resolution:
I want all my warrantied repairs completed on or before 09/04/15. I want my steps repaired and caulked, my ceiling crack repaired, and I want the foam injected into the electrical outlets. I want my emails, and phone calls returned within 24 to 48 hours.

Business Response: This home had their House Call WALK through appointment on July 10, 2015.  This appointment is designed to allow the Quality Assurance technician to review the items the homeowner has submitted on their House Call list, and then arrange a followup appointment or appointments, in order to actually implement any repairs deemed appropriate under the warranties.  As the homeowner has indicated, their next appointment has been scheduled, with their agreement, for 9/4/15.  The Quality Assurance Technician will be on site and overseeing the completion of the agreed upon items.  Please let us know if further information is required. 

Thank you
Dominion Homes Customer Care

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

7/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My home was in the process of 1 year warranty repairs. When I expressed disappointment with the timeline of some repairs and frustration over questions that would not be answered the local warranty representative stopped responding to my e-mails. I have also sent e-mails to dominion customer care that have not been responded to.

Desired Settlement: I need a response from Dominion which is now Centex or Pulte . I need my home repairs addressed and fixed.

Business Response: On June 17th, we contacted this homeowner and offered her an appointment for June 30th.  She replied and indicated this date did not work for her, so we offered a July 8th appointment at 10:00 AM.  We have not yet received any response to this appointment offer. 

Thank you. 

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

I did in fact reply to the business on June 23 by e-mail accepting the appointment for July 8 th at 10:00.  I have not received confirmation on my e-mail.

6/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We built a home with Dominion Homes that we closed on 4.23.14. It has always been a challenge to communicate with their customer service department; however, as of the past 4-6 months we get anyone from Customer Care to return our calls or emails on any questions and repair requests that we have. We have submitted our one-year walk through paperwork for items to be fixed, and have yet to have anyone schedule a walk through with us for repairs or communicate with us a timeframe for the repairs. It took two emails for them to acknowledge that they even received it, but finally we did receive an email. Our back door, we found out after leaking into our living room, had been recalled. After 5-6 months, they were able to replace; however, it continued to leak less than 1 month after replacement which resulted in warped, damaged wood around our door frame. We emailed the repair person about this, rather than Dominion since we cannot get through to them. On May 27 he sent our email to Dominion for a repair to be scheduled. We followed up with an email asking for a date/time and did not hear anything. We followed up again on June 13, and did not hear anything. On June 20 I called Customer Care and asked for someone to call me back by Noon today (June 22) to address these concerns and another more recent issue with our AC unit, which has failed for the 5th or 6th time since move in - a part of this unit has been recalled, but nobody has replaced it. And attempts to work with their vendor (American Air) on this issue have been unsuccessful. I've received no call or email about this issue, so I'm turning to the BBB with the hope that you can facilitate communication, as our past attempts have failed, and we are still in contract with them to fix our issues.

Desired Settlement: I want a call ASAP from a manager at Dominion explaining why we get no response to any inquiries and how to handle going forward with all of the repairs they're still responsible for.

Business Response: We have scheduled an appointment with the homeowner to inspect her concerns on Tuesday, 7/21/15, at 2:00 PM. 

Thank you.

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a new Dominion home built in the fall of 2013 and moved in in December 2013. Since then, we have had multiple issues with the home including black mold, the yard sinking, gaps around the exterior doors, pipes and gutters separating from their connections, water entering the home somewhere causing the black mold and windows that obviously aren't sealed because they are growing mold in between the panes, plus many other issues. My daughter and I both have auto immune diseases and I am allergic to mold. I have been sick all winter and the mold is in the master bedroom and the ceiling below my bedroom. My fiancé has developed a horrible cough and constant congestion since we moved in and has also been sick all winter. Also, an unresolved claim that was submitted to Dominion for water damage to my home caused by a large rock and some painters towels thrown in the sewer line that backed up the sewer into my house on 9-2-2014. The bill for cleanup was $745.64, plus a day without pay, and the personal property that was ruined. The City of Lancaster stated that Dominion still owned the property at the time and were fully responsible. The claim has not been settled, I just keep getting the run around. Also the home was sold under false pretenses that I would have a warranty on the new home. Since Dominion is no longer, so is my warranty. I never would have built with them had I known that. They knew they were folding and built as many new houses as they could as quickly as they could to get the money. Most of the houses on my street went up in 1 1/2 months. A lot 3 down from me had to be torn down before finished due to unstable ground. How did the ground test pass for the rest of the houses surrounding it??????

Desired Settlement: I want reimbursed for the damages due to the sewer backup, the house fixed if it can be, and restitution for the many days missing work, the inconvenience and my health. Since there is no warranty and the house is falling apart at a little over a year old, maybe they should pay the mortgage off!!

Business Response: Our Quality Assurance Manager met with this homeowner for an on-site inspection of a possible leak issue last week, and arranged for a site visit and inspection by the plumber to take place afterward.  Our records indicate that the plumber is scheduled to be on site today.  Please let us know if further information is needed.

 

5/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Dominion Home about 5 years ago and recently put it up for sale. My home is now in contract and I'm supposed to close on it May 15. The buyers had an inspection done, as they should, and it was found that severe foundation issues have occurred with the home. I contacted Dominion Headquarters right away because something this severe is supposed to be covered under their "warranty". When I called, they would not come and look at the issue and I had to pay and engineer to come out and submit a report that a footer had collapsed and structural damage had been done to the home. After submitting the report to Dominion, they said their "warranty" doesn't cover it. The contract with them clearly states, however, that any structural damage is covered under warranty. Also, when I call the office, the lady that answers the phone, her name is ****, will not let me speak to anyone but her. She is the only person I have dealt with in this matter and no one else will answer emails or take my phone calls. She tells me there isn't anyone else to talk to except her. Really? You're the secretary answering phones and there's no one else for me to talk to? Please. Furthermore, I have to have this foundation issue fixed before I can sell my house. This means I will have to pay for this out of pocket. So, to sum it all up, I have to pay who knows how much money (I haven't gotten the estimate yet) on a structural issue of a house that is only ten years old because the builder, Dominion, will not follow through with their warranty even after submitting a report that a footer has collapsed which is clearly the builders fault. Additionally, they refuse to come and look at the issue. Horrible, horrible ,horrible. I have done my research on them since this happened to me, and there is complaint after complaint after complaint regarding their building quality and them not upholding to their warranty. I want to know.......how in the world do they still have a license to build????!!!!!!

Desired Settlement: I want Dominion Homes to uphold their end of their warranty and pay for the foundation issues my home has.

Business Response:

Good afternoon and thank you for the opportunity to review this concern (BBB complaint # ********, Attorney General complaint #*******.

The home in question was constructed and sold to the original owner in 2004. Ms. ***** is not the original owner.  When the original owner sold the home in 2009, Dominion Homes was not a party to that transaction and made no representation of any kind to the buyers.

The sole Dominion Homes warranty transferrable from the original owner to any subsequent owner, such as Ms. *****, is the remaining balance of the limited warranty against specifically defined structural failure, as outlined in the original warranty documents signed by the original owner of the home. This warranty clearly and specifically excludes coverage for any damage to structural (load bearing) components of the home caused by ground movement or settlement. 

The information supplied by the ******* clearly states it is the opinion of their inspector that a footer has SETTLED, and that the foundation wall block at the front porch has cracked due to SETTLEMENT. Damage to a component as a result of ground settlement is not the same thing as a true failure of a load bearing element to perform its intended function, as defined in the warranty agreement made between Dominion Homes and original homeowner.

While the structural warranty protects against the actual defined failure of the load bearing components of the home, it does not protect against damage to the load bearing elements caused by any other factors, such as leaks/water damage, settlement, acts of god, etc.   In fact, the warranty language exclusions clearly state damage to the load bearing elements caused by ground movement is not covered by any warranty at any time.

All settlement is specifically excluded from any remaining warranty coverage at this time.  The original one year limited warranty against ground settlement for this home was not ever transferable to subsequent owners and it expired in 2005, long before the current owners’ purchase of the home.

Due to the fact ground settlement has occurred nearly eleven years after the completion of construction in conjunction with the fact there are no remaining or active warranties in place against ground movement or settlement of any kind, there is no action to be taken by Dominion Homes in relation to this concern.

Please let us know if you require any further information.

 Sincerely,

Dominion Homes Customer Care

5/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I built my home with Dominion Homes 2 years ago. The contact that was signed indicates that any problems needing fixed within the first year will be completed by Dominion. The company did come and fix some of the problems. I have the documentation that they were returning at a later date to replace the front steps on my home. I am still waiting for those steps to be replaced. I have email. called, and had face to face conversations with little or no response.

Desired Settlement: I would like my steps to replaced.

Business Response: Good afternoon and thank you for your inquiry.  We'd like to request that the homeowner please provide the written documentation she has referenced which she states commits to a replacement of the front steps, for further review, as this does not appear to match the records we have initially available. Upon receipt of this documentation, we will be happy to investigate this matter further. 

Thank you, 
Dominion Homes Customer Care  

5/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I faxed my one year walk through items to Dominion Homes on 9-10-14.A representative **** from Dominion came out to my house on 10-22-14 to verify the list of items.On 11-19-14 **** came back out to my house to start repairs the Majestic drywall,Vinyl floor and the company was suppose to fix my shower sliding door.**** set up another appointment on 12-1-14 @9am he never showed.I have called and left messages,e mailed customer care several times and they have never contacted me back.I have several things that have never been taken care of and the contractors that did come out need to come back to finish. Yesterday as i was getting out of the shower my shower door that they adjusted fell out of the track and glass shattered all over me cutting me up.Today when I tried to contact Dominions Customer Care at 614-365-5555 it said the office is closed and cut you off before a message could be left.

Desired Settlement: I would like all the repairs to be completed and the contractors to come back out and finish what they skipped over.I also want my shower door that the contractors bent adjusting it that made it keep falling off the track causing it to shatter on me yesterday to be repaired.If my concerns are not taken care of by Dominion Homes I will take legal actions.

Business Response: Good morning and thank you for your inquiry. 

On April 8th, our Quality Assurance Technician contacted the homeowner via telephone and scheduled a replacement of the shower door to take place on April 15th, and an appointment for May 21 to complete other repairs, including a drywall punch and vinyl floor seam repair. Please let us know if further information is needed. 
thank you. 

3/29/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased my home in 2012. With the purchase of the home, I paid for an upgrade of a larger patio off my kitchen. Within the first 6 months of home ownership, this patio was cracked. Per my home warranty program, Dominion came to replace the patio in August of 2014. By December of 2014, the new patio was already cracking due to an uneven foundation. I contacted Dominion in January of 2015 to tell them about the issue. I was asked to send in pictures and I did on January 30. With no response, I reached out to Dominion about the issue on March 6. Their response back to me was that they are not going to fix the issue since it is not that bad.

Desired Settlement: I want a patio that does not deteriorate within months of being installed.

Business Response:

Ms. ******* closed on the purchase of her home on November 6, 2012.  That purchase included very specific and finite warranties, including a one year limited warranty on the proper installation of the exterior concrete on grade, such as the patio.  At the time of her one year House Call warranty program visit, it was determined that the concrete patio slab would be replaced due to multiple cracks.  This work was placed on our “weather-permit” list and completed in 2014.

Ms. ******* has supplied us with photos of narrow width or “hairline” cracking which has occurred in the patio slab. Per the homeowner’s manual warranty section:

“Cracks are to be expected in concrete sidewalks, walkways, stoops, steps, porches and patios due to curing, as well as expansion and contraction.  For a period of one year, one time only, the builder will repair cracks … in your property’s walkways, stoops, steps, porches and patios exceeding ¼ inch in width or 1/8 inch in vertical displacement.  Any subsequent repairs to concrete surfaces are the homeowner’s responsibility after this one time repair.”

Additionally, per the signed warranty agreement, corrective measures implemented by Dominion Homes under the warranty do not alter or extend the scope or duration of the original warranty.  This home’s warranty on the installation of the exterior concrete has expired, and even if the warranty were still in effect, the nominal width cracking which has occurred would not qualify for any corrective measures under that warranty.

Our position remains as outlined to Ms. ******* via our email dated March 6, 2015.  The applicable warranty has expired, the one-time only warranty obligation has been fulfilled, and the current cracking is minor in width and does not necessitate a replacement of the patio.  There is no further action to be taken by Dominion Homes relative to the patio concrete.

 Please let us know if further information is needed. 


Sincerely, 

Dominion Homes Customer Care

3/22/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We are having a warranty issue with Dominion homes and in particular, ****, from the customoer care office. We are in the process of trying to sell our home and a few warranty issues came up in the home inspection. The main issue we are having is water coming into the home between the front porch slab and front exterior wall. Once the insulation in the basment was removed, which was coving up the problem area, it is clear to see old damage and water that is still getting in. It is also very clear to see where the water is coming from, between the porch slab and front exterior wall, which is covered in stone. The only logical explaination for water coming in where it is is some sort of installation error. As it is where stone meets cement slab there is nothing to maintain or be upkept in order to for it to continue to function properly. If installed properly there should never be a leak where it is. The customer service rep, ****, instructed us to send some sort of proof of and improper install so we sent over the inspection report. The report shows pictures of the active water damage and where the water is entering from the exterior. This didn't seem to be good enough for her so I asked if she could send a person from the warranty department or any expert of their choice to come see the damage for themselves, which she refused to do. As a last resort I asked if I could spesk with a supervisor and was told that she would not allow for that either and then hung up on me. When I called back and got her again, unfortunately, I was hung up on again. All I really want is for the warranty department to send a person to re-verify what the home inspector already said and what is clear to see, that the area where water is coming in should not be leaking and the only explaination for this is improper installation of a vapor barrier between the stone wall and slab. Thank you!

Desired Settlement: All we want is for something that was installed improperly and leaking into the home to be warranted and fixed. We would have had this taken care of long ago had the problem area been visible and not covered up. We just want it to be made right.

Business Response:

Pasted below is the content of an email sent to the consumer after the same information was verbally provided via phone.  In short, Dominion Homes does not offer an inspection service after the expiration of the applicable warranty in the absence of a specific and provable defect.  Our position remains as stated below.  We will be happy to review any qualifying documentation as explained below.

 

March 10, 2015


Adam Rouan

*** ******

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

***** ******* ****  *****


RE:  *** *** *********


Dear Homeowner:


This letter serves as a recap and verification of the process outlined verbally for you today by a Dominion Homes Customer Care representative in relation to your home.

Every home we build includes certain specific limited warranties; each of a defined scope and for a predetermined period of time as outlined in the warranty documents and homeowner's manual. Dominion Homes does not offer a preliminary or diagnostic inspection service for concerns presented after the expiration of the applicable warranty.  However, we do offer you the opportunity to qualify your claim for further consideration under the warranties if there is provable evidence of an actual construction error or defect. 

You have indicated a concern relative to moisture intrusion.  All leak warranties for your home expired no later than June of 2009, almost six years ago. Therefore, we cannot offer a preliminary inspection based upon a report of water intrusion of any kind. 


If you feel your current concern requires further consideration from Dominion Homes, you are welcome to qualify your claim for further review by submitting written documentation from a qualified professional which clearly cites an actual and provable specific construction or installation defect or error, or structural failure, along with photographs or any other evidence to clearly illustrate and support the claim.   We will be happy to review any such contractor findings.  It is important to note that you have verified the presence of the required vapor barrier at the front porch, but have questioned whether or not it was installed properly.  Dominion Homes does not have any contractual or warranty obligation to prove or disprove a hypothesis or supposition; rather, if you or the contractor of your designation can prove an actual and specific error or defect, we will be happy to grant this matter further consideration.

Important:  Please do not have any repairs completed if you would like us to review any contractor findings and photographs for further consideration. No reimbursement shall be made for repairs made by another party.  If you or your contractor feel there is evidence of an actual builder error or defect, then Dominion Homes must be afforded BOTH a) the opportunity to view or inspect the alleged error or defect as constructed, and b) the opportunity to remedy or repair the concern.  Per the signed warranty agreements, if you instead opt to have another party proceed with corrective measures or with the removal or alteration of the original components or construction claimed to be defective, then you shall waive your right to further review and involvement by Dominion Homes and no reimbursement shall be made for any reason.

Thank you for the opportunity to review your concern.  Please let us know if you have further questions about the specific applicable warranty for your home in relation to your current concern, or about the claim qualification and submission process.

Sincerely,
Dominion Homes Customer Care


1/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a dominion home, build started in December of 2013, and we closed and moved in April of 2014. We had numerous issues with systems in the home that were "corrected" by the contractors who originally installed the systems. Apparently dominion was sold to Centex Homes. Since then we cannot get anyone to return calls or help at all with issues. 4 months into our 12 month warranty we cannot get ANY help from anyone. The person who answers the phone seems like they care, but no one follows up to repair our issues. We were promised a 12 month warranty and so far I've been trying for 4 months to get a repair completed. We were also supposed to have a 30 year structure warranty and when I asked the person who answers the phone, they cannot tell me who is the contact person for that warranty, or even who it is honored by.

Desired Settlement: If the company is not able to or cannot honor the 12 month warranty we were promised and I have to repair these issues myself, then I should be entitled to some type of compensation as I am sure we paid for the warranty in the price of the home. When we decided to buy new, one of the main things the salesperson sold us on was the 'new home' which would include a warranty. They failed on this. I only have 4 months left before my warranty is up, and I've already been waiting 4 months for a simple repair already.

Business Response:

Good afternoon.

To address Mr. *********s concerns relative to the home warranties:

While the PulteGroup, Inc. has acquired the real estate assets of Dominion Homes, we wish to assure you that Dominion Homes, Inc. remains an active and ongoing business entity in place to fully service closed Dominion Home warranties and address any inquiries homeowners may have about those warranty terms or about their home in general. Our Dominion Homes Customer Care and Quality Assurance teams remain in place and we are committed to our efforts to continue to bring our homeowners the highest level of service.  All of the home's original warranties and terms remain in effect, and customer satisfaction remains very important to us.  The recent news does not in any way alter the existing warranty agreements or our ongoing commitment to uphold them.

 

Homeowner methods of contacting us remain the same: Please e-mail us at ****************************** or contact us by phone at ***** ********.


Mr. *********s home purchase included a one year limited House Call program warranty.  This warranty requires homeowners to compile a list of any and all non emergency concerns which may arise during the first year in the home, and then submit that list in full to Dominion Homes no later than the one year anniversary date of their closing.  For this home, that date is April 18th of 2015. After receipt of that list, we will coordinate a date and time with the homeowner during our normal business hours for our Quality Assurance personnel to inspect the items and to arrange for any appropriate vendors to implement corrective measures called for under the warranty.


Our records indicate that we replaced the resilient vinyl flooring in the foyer area, and then arranged for the home's ductwork to be cleaned of any dust caused by that replacement.  We also had a professional cleaner out to the home to clean any residual dust from that repair.   We've also performed an injection repair of a basement wall crack.  Our records also indicate that the homeowner reported some low areas in the asphalt driveway, which should be listed on the One Year House Call list submitted by the homeowner for review at that time.  Please let us know if there are other outstanding items at this time.


Sincerely,

Dominion Homes Customer Care

 

Please let us know if we can be of further assistance.

 

Sincerely,

 

Dominion Homes Customer Care

Consumer Response: I am rejecting this response because: The reply from Dominon Homes does nothing to resolve the issue.  When a product of service is said to come with a 1 year warranty, you would expect to have your questions and concerns adresses promptly.  When it takes 4 months for a response after calling the help line phone number and contacting them via the e-mail address, I am unable to use the 'warranty' properly, for I had to waste 1/3 of my warranty period just waiting on a call or e-mail back.

I am certainly not getting the same level of service as the folks who built and had their warranties when Dominion was a company, I've talked to many and they always received quick, timely responses, never should it take more than a week or so for at least a return call or e-mail.  Taking 4 months for a response is unacceptable no matter how Dominion tries to explain it. 

They say nothing's changed, but calling or e-mailing them gets a person nowhere, believe me I tried numerous times before made this complaint.

12/26/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Bought are home in 2013 sch are 1 yr warranty on August 9 2014 at the time they said it would be sept 30th before they could get it done no issue . After we sent in are repairs needed we found by are back door water damaged to trim inside our house .they since it was not original email. We also have had are bathroom looked at due to water stains from condensation what dominion told us we need a better fan in the bathroom to help when shower is on .to me they are selling false goods if they telling us to upgrade a fan after 1 yr in the home

Desired Settlement: We feel even though it wasn't on our original email it still needs to be fix cause it is not like it happened overnight it can been seen that it has happen over time .Need them to upgrade are fan in the bathroom and repaint bathroom

Business Response:

Good afternoon,

 

Our customer care team contacted Mr. ****** on December 2, 2014 and established an appointment date of January 27, 2015 at 3:00 PM in order for our quality assurance technician to inspect the outstanding/current concern(s).  Please let us know if you need further information.

 

Sincerely,

Dominion Homes Customer Care

12/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a home built by Dominion/Centex/Pulte homes that was finished and closed on at the end of May 2014. I have had some issues that fall under the warranty category that I have been trying to get resolved now for some time with no luck. I had sent an e-mail to customer care back on 9/22/14 through the website asking about getting these items replaced. After a week and a half of no reply back or phone call (when they sent me a confirmation e-mail stating they would be back in touch in 2 business days) I called the customer care line. When I called the line I was prompted to leave a message, so I did and another week and a half went by with nothing from the builder. I ended up calling the main number for Dominion/Centex/Pulte Homes to try and get transferred over to someone in customer care or a boss from customer care and was told by the guy who picked up the phone that I had to send an e-mail or leave a message that he would not transfer me to anyone. After I plead my case to the fellow on the line and was told that I was out of luck I decided to call our super who over saw the building of my home to see if he could help. When I placed a call (this was on 10/2/14) to **** I was sent to his voice messaging system. I left a message asking for a call back. After a few hours and nothing I then sent **** an e-mail telling him about my issues and that I needed someone to call me by the end of business that day or I was going to report this through the BBB. At that time I have been blown off to many times and felt I had no other choice to get any kind of reply back. About 30 minutes after I sent that e-mail I was called back by ****. During my call with **** I was also e-mailed by customer care after **** informed me he made sure to let them know to reach back to me and help me get my issues resolved. The e-mail from customer care said to send in pictures of my issues and they would review them and get back with me. I was not able to get the images taken and out in that week as I had an issue come up that delayed it I did get the images sent out to customer care on 10/20/14 and this is the last I have heard from it. I sent a follow up to them on 10/27/14 asking for an update and well here we are, still nothing. It bothers me that I have to make a threat to go to the BBB for them to even get back with me and now they are right back to it. So here are my issues that have sparked all this in the first place. Issue number one, all the vanity doors in my bathrooms have the finish peeling off at the bottoms and I would like this to be replaced under the warranty they have. Issue number two, the bathtub in my full bathroom upstairs has a crack in the side of the tub. This is something that should also be covered under warranty, not to mention I now cannot use this as there is a good chance water damage could be caused. The third issue and one I find to be a big one is with the grade of my yard. When my yard was graded it was done in a poor way, all they did was drive a small tractor around with a plate on the back to remove all clumps of dirt. No equipment was used to get the heights in order and make sure all slops from our yards and neighbor yards match so water will flow correctly. After that the came out and laid my sod, during the water process I found that my yard had a valley in the middle that collected all this water and it would not run off like it was supposed to. So I was left with 4 inches of standing water in an area that was every bit of 20 feet by 20 feet that spread out to about one inch of standing water from the middle of my yard to the back. When I spoke with our super, **** he said he was aware of the issue and that everyone down the street has the same issue and they were going to be out in the fall to tear up the yards and re-grade them and replace the sod. Well on October 2nd 2014 they came out to repair my yard. The down side is it was not what they said it would be. Their idea of pulling up my yard and re-grading it was having three guys come out and cut up the sod in that 20 by 20 area, sprinkle some top soil down, walk on it and the put my old rotting sod back down. When I spoke with **** on the phone on 10/2/14 he said we misunderstood what they meant by re-grading and all they were doing was a patch job and that my yard needed that “swale” so water can run to the drains. I have the letter saying my yard would be re-graded and that is what I wanted and expected. Not to mention my next door neighbor’s yard has not a single “swale” in it and their water flows from the back of the house to the back of their yard. Now they are the only one like this, but still. When you stand in our back yard and look down all the yards there is no pattern to allow for water flow. At the end of the day someone made a mistake that was not caught until it was too late and they do not want to fix the issue. I paid good money for this home and the yard and it has not met my standards at all. Not to mention when I asked ****/Dominion if they were going to pay the water bill to water the repair work area I was told no that was my deal to pay for it even though I was not the one who made the mistake to cause it to be repaired. So I have yet to send images of the yard work to customer care as **** told me he would be in talks with them on that and get back with me, now he has not and I really feel the yard issue will be best if addressed in person so all the areas can be pointed out….images will not help in this case. Customer care does though have images for the vanity doors and the crack in my bathtub.

Desired Settlement: I want my bathtub replaced along with my vanity doors. I also want my yard to be repaired in the correct way so I do not have a soaking wet yard that cannot be used by my kids for a week after it stops raining. At the end of the day I just want someone to call me and say we are going to be out on this day to fix your issues.

Business Response:

Good afternoon,

 

We have scheduled an appointment with Mr. ******* for our Quality Assurance Assistant Manager to inspect the reported concerns on site on Monday, December 1, at 8:00 AM.

 

Thank you,

Dominion Homes Customer Care

11/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had dominion homes build a new home for me. the completion date was dec 2012. we had many issues with the product and have over the last 21 months tried to resolve all of the issues. we have three issues left the driveway was installed improperly and will need to be to replaced. this is a weather issue as it must be over 55 degrees for the asphalt to be installed correctly. that is what the problem is they installed it in cooler weather and then tried to repair it without my approval and now it is worst then when before. the sub contractor said it was ok and i asked to meet with them to discuss it, a foreman of that company came the day before the meeting and patched the new driveway and ran his roller over it in an attempt to fix the material. this resulted in spot of pooling water and ice hazards on a driveway due to the flat spots. The second issue was with my front porch. the concrete porch was installed with a low spot in the middle so water would collect and freeze on bad weather. The company came and replaced the porch without removing the siding corner post. that had been cut around the porch. so the result was a patch that fell off the new concrete porch. the siding will need ot be removed including the corner post and the new porch poured. this is also weather relating and it is almost oct. the third item is the porch over the garage.the underlining wood sheets are warped and causing the shingles to bulge up the wood under sheeting will need to be replaced and the roof reshingled to repair this. this is also weather permitting. I have been contact the customer service department of dominion homes since these issues were discovered. they were placed on the home 1 year warranty request tha twas sent to the builder in nov 2013 as requested in our contracts. They have been putting off the repairs and now it will be approaching 2 years in the hone with now resolution to the issue. Now the company has been bought out and they have stopped taking direct calls and have not returned any emails or called for assistants.

Desired Settlement: i would like to have the company contact me and set a date and plain in place to repair the items they have said they would in a timely manner and before we go into another winter. i want the porch, driveway and roof repair to the correct and proper standards of a new home i purchased

Business Response: Good afternoon.  We have arranged for our Quality Assurance Manager to meet with Mr. ***** on Thursday, October 23rd, at 8:00 AM in order to review his concerns.  Please let us know if more information is needed in the interim.

Sincerely,
Dominion Homes Customer Care

Consumer Response: Consumer, Mr.  ***** ***** called BBB to provide an update regarding his complaint.  Mr. ***** confirmed that the scheduled meeting with the Quality Assurance Manager from Dominion Homes was held this morning but he stated that the meeting had not resolved his complaint.  Mr. ***** indicated that he wanted to reopen his complaint.   BBB followed up with a message requesting a written update to share with the business noting that we would close the complaint accordingly if a written response was not received.

----Original Message-----
From: Outside Caller  
Sent: Thursday, October 23, 2014 9:35 AM
To: *******
Subject: Voice Mail Message (614) 677-7365

 Voice Mail Message

  ------------

X-VM-Voice-Mail-MCB: VOICE-[338]

9/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I purchased a Dominion Home in March of 2013. During the process, we made frequent visits to the site. On one of the visits, we discovered that the drywallers in the living room were drinking on the job. ******** (the drywall contractor) and Dominion both took this very seriously. ******** claimed to have fired the contractors, and both companies met me at the house and ensured that the work was quality and swore to stand by it. Dominion offers a walk through at the year anniversary of purchase. We had a few issues, most of which have been addressed, but the walls are a different story. Our drywall, in the room that the drinking drywallers were in, have two walls with over 90 nail pops in them. That is the number of patches done, they left some nail pops unrepaired. We had the home professionally painted right after we closed on the house. Dominion's policy is that they will not repaint. We knew that going in and anticipated that we would need to repair a few nail pops, like we had in the other rooms. I requested that Dominion finish the nail pop repair and do touch up paint on the one room, due to the extenuating circumstances. They will not entertain the idea and finally told me that I need to have an independent contractor (that I hire) to state that the drywall was hung incorrectly. A contractor told us that it was most likely done incorrectly (perhaps without screws) and was going to file a claim for us. Dominion told him that he could not, because it was after the 1 year anniversary. Our original walkthrough was scheduled prior to the 1 year mark, but Dominion had to cancel on the day of the walkthrough due to a personal matter with the inspector (which happens, I get that). We have made several attempts via email and phone to reach a supervisor in Customer Care (CC), but cannot get them to return our phone calls. I got the number of a manager of a different department and he tried to help me, but CC management will not respond to me.

Desired Settlement: I want Dominion to come out to my house to inspect the issues and make sure that they drywall was hung properly. I want the remaining nail pops to be repaired and I would like them to do the touch up paint in the room that was installed by their drunken contractors. I have the paint and even the materials here at my house.

Business Response:

To Whom It May Concern:

 

Attached is a copy of our recent correspondence sent to Mr. ***** in response to his requests for Dominion Homes to complete touch up painting after his one year drywall punch visit.  We verified during the course of our site visit that there was nothing abnormal or unusual about the drywall and/or its repairs, there was no evidence of any defect or of faulty installation.  All of our homeowners are advised in writing in multiple places that without exception, paint work after drywall repairs is solely the responsibility of the homeowner.

Please let us know if we can be of further assistance.

 

Sincerely,

Dominion Homes Customer Care

Consumer Response: I am rejecting this response because: I was told by email that if I were to have a contractor come to my house and determine that the nail pops were excessive or if he suspects a larger problem, that Dominion would send somebody out to look at the house. When my contractor contacted Dominion, stating that he believed there was a problem, they said that I could not file a claim.

The drywall guys that came to patch the nail pops did not even finish the job. There are several nail pops on the walls I refer to that still remain. The drywallers told me that they got all of them when they were at the house, but failed to get several of them.
Attached are some emails I had back and forth with Dominion, along with 3 pictures of the walls that the intoxicated drywallers worked on. Please note that we were there every day that drywall was being installed, and I spoke with the drywallers each time. This room is the only room in the house that these drywallers worked on, and these are the only walls that have all of these nail pops.

8/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I built a home with Dominion Homes and it was completed November of 2012. Dominion Homes has been giving me the run around for 2 years as we waited to have our yard graded because it has been sinking in the front of the home and on the right side. They finally came Thursday 8/62014 after many calls and a complaint made by my wife to the BBB. The sod that they laid down over the new dirt is completely dead. My whole front yard is brown and dead. When I called Amber with customer service, they informed me that they do not have a warrantee on the new grass. I asked to speak with a manager and they denied my request. My yard is embarrassing and I would like them to come out and fix it.. All they did is make it worse and they state that they have no solution for my problem of dead sod that they laid. I have left several messages letting them know of the concerns we have with the dead grass and no one will call back. It is unbelievable to me that they will not come back and fix my yard. This is unacceptable customer service and needs to be addressed. They have an obligation to fix my yard the correct way and with live sod, they have not fulfilled that obligation.

Desired Settlement: Please come back and fix my yard. This is embarrassing, I want to be treated fairly and want this resolved ASAP.

Business Response:

Good afternoon and thank you for the opportunity to review and respond to this complaint.

This home closed 11/16/12 and included a one year limited warranty agaisnt yard settlement in excess of six inches in depth, as outlined in the homeowner's manual. 

The manual also explains that all yard settlement repairs are addressed one time only, and as they are not emergency items, they are to be submitted as a part of the one year House Call warranty program list compiled by the homeowner, at or by the one year anniversary date of the closing.  We received this homeowner's House Call list by fax on 12/16/13, with yard settlement listed as an item to be reviewed and inspected. 

We scheduled the House Call warranty initial site visit to take place on 2/26/14. At that appointment, our Quality Assurance Technician inspected the yard and wrote up the following (which was signed by the homeowner): "yard settlement - front yard - right side of driveway near walk.  slight yard settlement in front yard. yard will be placed on weather permit to correct grade." 

As this inspection appointment took place during winter months when our exterior contractors do not complete repairs of this nature due to inclement seasonal weather conditions, this was placed on our spring/summer list to be completed.  The work then took place last week. 

Our Quality Assurance Technician was on site during the majority of the repair process on Thursday, and went out to view the completed work on Friday in order to ensure it had been resolved.  He watched the contractor lay the sod and has verified that it was not dead at the time of install on Thursday, or on Friday when he viewed the completed repairs. 

It is the responsibility to ensure that the sod has sufficient water in order to take root and thrive.  As the sod was not in fact dead at install or 24 hours later, there is no further action to be taken by Dominion Homes.

 

Thank you.

Dominion Homes Customer Care

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have moved into our home on May 6th 2014. We do not have grass yet. Dominion homes is starting the process of placing grass. They however are placing grass at home with no current residents. They are catering to people who have not moved in yet. But for some of the first residents in the neighborhood they are still waiting on sod. It seems to me that Dominion homes is more concerned with the people that haven't closed on their homes yet and also the residents in the more expensive homes.

Desired Settlement: I would like my grass laid before the unoccupied homes.

Business Response:

Good morning and thank you for the opportunity to respond to this concern. 

Attached is a copy of a document lableled "escrow items," which was provided to, reviewed with, and signed by the homeowner on 4/28/14.  We readily disclosed the fact that some homes which have not yet closed would likely receive some exterior installations first (prior to homes which closed before the season for that work began) due to varying municipal requirements, etc.  We've also attached a copy of an email sent to the homeowner on 5/14/14 assuring them the work would be completed as quickly and efficiently as possible.

Please let us know if we can be of further assistance or if additional information is needed.

Thank you,

Dominion Homes Customer Care

Consumer Response: I am rejecting this response because:

 
I don't dispute that information provide, but the fact remains that your catering to the people whose money you have not received yet. Wouldn't be better practice to finish the service to those who have already closed on their homes than to those who are not in their homes yet?We have been here for 3 months dealing with mud and flooded alleys and streets. My brand new home's floors are filthy because when it rains there is no way around getting muddy. I have received my sod,The last one mind you, but I was one of the first residents to move in. 
My complaint I guess isn't really about sod but your unethical way of conducting business. 


7/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Filled out an application to build a home with Dominon in Cumberland Crossing. We put the initial deposit of $3000 down. We were told and quoted by the seller a 4.125% interest rate. The seller kept using this rate when quoting the mortgage payment. When the mortgage lender (******** ********) came back with a loan request for signatures we saw it read 4.75%. We were not happy with this rate and cannot afford the house at that rate. We also needed the numbers rerun because we forgot to figure in daycare expenses for an infant in October when we are expecting. ******** never reran the numbers and approved the loan and we never signed the inital loan request. No permits have been pulled by Dominion. The roads have not even been put in and the phase before the one we were going to build in is not even close to completion. They kept giving us different move in dates from Feb. 2015 to June 2015. We could never get a straight answer. Dominion is denying giving back the $3000, when they have literally done nothing for the home build. Legally we should be able to get out of this because we can't afford the house at that interest rate and with daycare expenses. They keep giving us the run around and refering us to different people to speak with. This is poor business ethics. They are keeping $3000 dollars from customers and doing no work in return. We never saw the cancelation request they sent to corporate or the denial request back from corporate which is fishy. It's basically hearsay of the seller saying they are denying us without providing documents and explanations.

Desired Settlement: We would like for Dominion to refund us the $3000 deposit.

Business Response: Good afternoon and thank you for the opportunity to review this information.  Our Sales Manager spoke with Mr. ********** this morning and already determined that the full deopist would be refunded; this took place prior to our receipt or notification of a BBB complaint.  It is our understanding this concern has already been resolved. 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  Thank you Dominion Homes for being understanding of the situation and handling it so quickly.  It is greatly appreciated.

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have lived in my new home for 2 years this July. When we build the home the grading was not done properly. We have asked Dominion multiple times and even have it in writing that "weather permitting" they will be fixing the issue. It has been such a struggle getting them to understand the severity of the issue. The poor grading of our lot has no resulted in our air conditioner unit falling out of the house and also the back stoop is tilting sideways. Dominion needs to fix this issue before more damage is done.

Desired Settlement: I want my lot to be graded correctly and I want the sod to be replaced once the fix the issue.

Business Response: Good afternoon and thank you for the opportunity to review this concern.  We have asked our Quality Assurance technician to do an exterior inspection while in the neighborhood this week.  We will have more information with regard to the outcome of that inspection at the beginning of the coming week and will follow up at that time.

Thank you,
Dominion Homes Customer Care

Consumer Response: I am rejecting this response because:

 
I have been waiting for a response for almost a year on this. I will accept it when the work is completed to the standards that Dominion promised us when we chose to build with them. 


Business Response: Good afternoon.  Our records indicate that the yard repairs were verified to have been completed at this home as of June 23, 2014.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

6/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Dominon Homes because there is mold in the seal of our master bath window. Because we are still under our new home warranty, I sent pictures of the issue to the subcontractor that installed our windows. Dominon then came back and stated that they reviewed the pictures and determined that the mold is a result of humidity and moisture in the home. They stated that our warranty doesn't cover mold. However, I also contacted an outside contractor with experience in window installation. He stated this is not a result of moisture or humidity. The wrong product was used to install or seal the window. It is not moisture resistant and should be removed and replaced.

Desired Settlement: I want this window removed and replaced with the correct installation materials. I have family members who have respiratory issues which will be aggravated should this problem persist.

Business Response: Good afternoon and thank you for the opportunity to review this complaint.  When Ms. ***** notified us of a window concern, we referred her directly to the installer, 84 Lumber, as the authorized agent of the window manufacturer in order to evaluate her concern.  84 Lumber followed up with Dominion Homes to advise us they had determined there was condensation present, which is not a warrantable concern.  Regrettably. although Ms. ***** states in her BBB complaint that she has since had the window inspected by another party and has received different findings, she has not opted to share that new information or provide a copy of those findings to Dominion Homes.  We will be happy to review them if she would simply forward them to us for further consideration.  Unfortunately, we cannot respond to the content of new information which has not been shared with or provided to us.  We remain willing and eager to review her contractor's findings.

6/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We built a new Dominion home - moved in Oct 2013. Late December we noticed our yard has huge sink holes. I requested the sink holes be repaired early spring. I just received this response:Good afternoon and thank you for your e-mail. We apologize for the delay in responding to you. We recommend that you put any settlement concerns on your one year house call list as we address settlement one time only in the first year. We typically recommend that a homeowner wait to have any settlement concerns addressed at their one year house call, however, you are welcome to submit photographs of the settlement concerns if you feel this issue cannot wait for the one year house call. I ONE YEAR HOUSE call (key word is HOUSE) is exactly that the house. It is clearly that when Dominion laid the sod it was not done correctly. We will not be able to cut our lawn due to the sink holes. We have a HOA Fee that we will be find if the lawn is not cut.

Desired Settlement: I would like the lawn to be resodded (dirt packed down correctly) early spring. Fixing our lawn will not be part of the ONE YEAR House inspection.

Business Response:

We have received and reviewed the complaint filed by *** ******.

 

As outlined in the Homeowner’s manual (page 4), “All yard settlement concerns will be addressed one time only during the first year.”  Page 176 explains that the yard settlement warranty addresses only areas that have settled six inches or more in depth.  The Homeowner Orientation form, signed by *** ****** on October 8, 2013, states “Issues that you identify after the close of your home that are covered by Dominion Homes’ standard warranty and/or our manufacturers’ warranties will be addressed at your House Call, which you must initiate.”

 

This information was explained to *** ******.  All non-emergency items are to be submitted by the homeowner for the one year House Call program around the 10-12 month mark post-closing.  The warranty clearly defines emergencies as being items such as a complete loss of heat, water, or electricity.  If a homeowner feels an item which is not defined as a true emergency under the warranty terms simply cannot or should not wait for the House Call visit, then the homeowner is welcome to submit photos of the concern for further consideration.  We do not offer a preliminary inspection in the absence of a true emergency or  the homeowner providing documentation photos. *** ****** has indicated she is unwilling to qualify her claim for further review by submitting photos.  We remain ready and willing to review photos in order to determine whether further action is appropriate at this time, or if this concern should wait for the House Call.

 The e-mails sent to *** ****** are pasted below:

 

ONE

>>> CustomerCare 2/28/2014 2:01 PM >>>
Good afternoon and thank you for your e-mail.  We apologize for the delay in responding to you.  We recommend that you put any settlement concerns on your one year house call list as we address settlement one time only in the first year.  We typically recommend that a homeowner wait to have any settlement concerns addressed at their one year house call, however, you are welcome to submit photographs of the settlement concerns if you feel this issue cannot wait for the one year house call. 

 

Please let us know if you have any questions or need any additional information.

 

Sincerely,

 

Dominion Homes Customer Care

 

TWO

>>> CustomerCare 3/3/2014 4:29 PM >>>

*** ******,

 

As stated in our previous e-mail, we address settlement concerns one time in the first year.  If you feel this issue cannot wait for the one year house call, please e-mail photographs of this settlement.  We will be happy to review them for further consideration.

 

Sincerely,

 

Dominion Homes Customer Care

Consumer Response:

Complaint: *******

I am rejecting this response because:

Due to the snow in the lawn pictures will not show the Depth and width of the multiple sink holes.  Both the South and North side of our home the entire length is a sink hole.  As I stated to Dominion - the areas of the sink holes cannot be cut during the spring, summer months.  There are multiple new home being built.  I am certain there are Constructionn managers (BEN), that is by our home weekly if not daily.  Why can't they walk across the street and few our lawn? 

If the lawn is not well kept, we will be fined by our HOA. 

Regards,

***** ****** 

Business Response:

Good afternoon.  As *** ****** refused to follow the normal claim qualification process of sending a photo of the area of concern, we have taken a look at the yard. While no "sinkholes" were visible, we did note a trench-like area of settlement which has occurred.  We will be happy to place fill dirt in those areas as a seasonally appropriate fix for the time being.  As it is not mowing season and all grass is currently dormant, there is no impending threat of an HOA violation for not mowing at this time. Please note that per the signed contracts and warranty documents, all homeowners are entitled to a one-time-in-the-first-year yard settlement repair which includes topsoil and sod for areas which have settled at a depth of six inches or more.  *** ****** can decide whether she'd like to exercise her onetime yard settlement repair (this does not include the fill dirt mentioned previously) in conjunction with this spring's list of weather-permitted repairs as we and our contractors are in her area, or if she would prefer to wait and submit her concerns at her one year house call.

Consumer Response: 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.  I would like to note that *** looked at our yard as well as talked to my Husband concerning the sink hole/trench (whatever Dominion wants to call it).  I did take pictures on March 15th, the pictures does not show the depth and length of the problem areas.  Concerning the lawn does not require mowing at this time.  I initally contacted Dominion homes in December and here it is the middle of March.  It took them three months to resolve the issue.  Very poor customer relations.

Regards,

***** ******

Consumer Response: April 3, 2014
Better Business Bureau
1159 Dublin Rd
Columbus Ohio

Complaint ID *******
Ann: J**** ***** *******


Saturday March 29 rained most of the day - giving me a perfect opportunity to
take pictures of the sink holes in my yard. Please review the enclosed pictures of
the sink hole on the North side of home, as well as sink hole in front of the home.

Dominion had one of their Associate come and look at our yard. Per their
response to BBB on March 20, 2014 (While no "sinkholes were visible) - has you
can see there are sinkholes which has been visible since I made my first complaint
to Dominion back in December 2013.

The trench on the South side of our home which Dominion did identify is getting
deeper. Spring is here and it is time to fertilize our yard. We are exercising our
right for Dominion to repair what was clearly not done correctly the first time -
to place fill dirt in the trenches and sink holes when their contractors are in the
area. Please note there are FIVE homes surrounding our home that has not
received their fill dirt and sod. I expect our home to be included during the time
these homes receive their dirt and sod.

Sincerely,
*** *** ***** ******
**** ****** ***** **
******* **** *****
*** ***
*** **** ******** *******

Business Response: Our records indicate that the yard settlement repairs were in fact completed at this home as committed.  However, as you can see in the attached photos, the homeowner has not been watering the new sod and it is dying as a result.  It is the responsibility of the homeowner to care for the sod.  Please let us know if you require further information from Dominion Homes.

Consumer Response:

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.
Please note - the dirt was filled in the areas on Monday 5/5/14 - Sod received on 5/6/14 ( a week today).  We have been watering, as well as it has been raining a lot the last few days.  We are well aware that we are responsible for watering and keeping the lawn green. 

I want to thank the BBB for all your support in this issue.  Hopefully moving forward Dominion Homes will respond to thier customers in a more timely manner and with respect.



Consumer Response:

From: ******* ***** ******************************** 
Sent: Wednesday, May 14, 2014 8:22 AM
To: ************************************
Subject: RE: You have a new message from the BBB of Central Ohio in regards to your complaint #******** 

Good morning ***** ***** ********

I apologize for reopening this case again; however, after taking to my neighbor last night I believe the new sod was dead before it was placed in my yard.

Monday May 5th, returned home from work at 5:30 (Dominion never contacted me of  the work scheduled for May 5th).  The crew was filling in the areas with dirt, said they would be back on May 6th to lay the sod.  I had to fly to Maine early on May 6th for the week.   When my husband returned home from work on May 6th, he immediately started watering the new sod. With our watering and  Franklin County receiving  a lot of rain the last week – sod should not be died.  Healthy sod does not die within a few days.

There were three homes that sink holes had to be fixed – all three lawns were fixed at the same time. The other two homes received healthy green sod.  Isn’t interesting that the home owners that went to the BBB received brown sod?  The homeowner beside us said that he received his sod in the front and east side of his home first and then the crew came to our home where he noticed the sod was not green.  He still had a large section on the west side of his home to be sodded.  After the crew finished our lawn the leftover sod was placed on his west side (that is the only area that has died sod).

At this point, I am not sure what the BBB can do for us.  We can’t force Dominion to have integrity, value their customers, accountability or even treat customers the way they would want to be treated.   MI homes was my first choice to build our home, I should have gone with my instinct. 

I included pictures – three of the sod placed on May 6th, and one prior to May 6th.  


Thank You
 
***** ******

Business Response:

The sod/landscape contractors utilized by Dominion Homes have no idea whether or not a homeowner has an open complaint against Dominion Homes.  The mere suggestion we/they have separate batches of sod and install different grades of grass based upon this type of criteria is an absolute fabrication and quite simply not logistically possible.  Furthermore, if the homeowners felt on 5/6 that they had received "died sod," then they should have immediately notified Dominion Homes of this concern.  We have personnel in the communities on a regular basis and no irregularities with regard to the sod laid at this home were detected.  Furthermore, it was only after we supplied photos to the BBB indicating that the work had been completed but that the new sod was drying out, was it then stated approximately a week after installation that the homeowners were now unhappy with the sod which had been laid the prior week.  We simply cannot entertain the claim of discrimination by Dominion Homes in the form of sod quality differences, nor is there any basis for further action on the part of Dominion Homes with relation to the sod.

Consumer Response: I am rejecting this response because:

Obviously Dominion did not read my response – when I left for business in Maine on May 6th at 6:00 am the sod was not replaced at the time.  The pictures clearly show the sod was dead at the time of replacement.  I knew Dominion would not take ownership of their contractors – they have no respect for their clients.  We are in discussion with other homeowners that has complaints concerning their lawns and lack of fixing one year inspection issues.  We will be contacting the Attorney General and Action Six News.  Again, will never purchase a new or existing home built by Dominion homes.  Very poor homes, management, and contractors.

I appreciate all your the time BBB has spent on this issue only for Dominion to fail in being honest and respectful.



6/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased our Dominion new build in March 2011. In February 2012, we noticed that the porch was slightly dipping and a huge crack appeared in front of the door - so we put a call into Dominion Customer Care...no response. We didn't feel it was an emergency so we just kept an eye on it. Fast forward to Summer 2013. The porch looked like it was separating from the house and crumbling from the bottom up. The huge crack - it now stretched from the front door to the front steps. We immediately contacted Dominion Customer Care (again)...no response. After leaving message after message we finally gave up and contacted our Sales Rep - *********** *****. He put a call into Dominion and within a few weeks, we received a call back. In October 2013, Korda/Nemeth Engineering (this company was picked through Dominion) came out to our house to view the porch and crack. The gentleman who did the inspection did mention that it was unusual and he would get the report back to Dominion ASAP. After about a month with no response from Dominion regarding the outcome of the report, I contacted Dominion and left a voicemail - no response back. My wife and I thought maybe Dominion wouldn't fix the issues until after the winter so we waited until February 2014 to contact Dominion. Mind you, we NEVER received a phone call or email from Dominion regarding the result of the report from the engineer company. In February, my wife left 2 message and spoke with the same lady twice with Dominion. This lady (maybe ****) said someone would contact us shortly. February comes and goes and still no word from Dominion. Messages were left all through March and the beginning of April. On April 13th, I left another message with Dominion, on April 14th we received an email from Dominion stating they were going to do NOTHING about our porch because our 1-yr warranty was up. Really?! They also attached a letter from the engineering firm (dated October 31st, 2013) stating we just need to keep an eye on structure and to get it caulked to prevent moisture...nothing was going to be replaced. While trying to fix the issues with our porch through Dominion, our cement driveway has started to crumble away piece by piece. We have left a message regarding this with Dominion the beginning of April and again - no response. I have pictures of porch, crack, driveway and letters from Dominion and Engineering firm if you need those.

Desired Settlement: We believe that the cement work done on our porch and driveway through Dominion Homes was done VERY VERY poorly. We understand that our 1 year warranty was up in March 2012 but this is not normal given our house is only 3 years old. We want these issues handled immediately.

Consumer Response: From: **** ************************** 
Sent: Wednesday, June 04, 2014 2:54 PM
To: ************************************
Subject: Complaint # ********

To Whom It May Concern:

Below is a letter we received from a gentleman who is a licensed contractor.
He looked over our porch issues and here is what he came up with (view below).
Once this reply was sent to Dominion Homes, they came back and stated that the porch needs to be looked over by a structural engineer. We called a few companies and were told that to just come out could be anywhere between $500-800. First, we don't have that kind of money. Second, why should we pay for Dominion's horrible service. Lastly, what if we do have an engineer come and look over our porch....I am confident they will back us up but the way Dominion is having us jump through hoops I'm afraid they will just throw it to the waist side and not take their consideration. Then we are out $500+. 
They had their engineer come out in October 2013 and we never received a phone call or letter from Dominion until April 2014. This was after numerous phone calls made to Amber (Customer Service). Again, he was out in October 2013 - the porch and roof have "moved" significantly.

We don't want a penny from Dominion. We just want our porch fixed correctly.

I have also attached a few pictures of our porch/overhead.

 
Begin forwarded message:
From: ***** ******* **********************
Date: May 6, 2014 at 3:08:19 PM EDT
To: "******* *******************
Subject: *** *** ***** ****
Mrs. ********,
Thank you for contacting us in regards to the issue you have on your home.  I have read the letters from Dominion Homes & Korda/Nemeth Engineering and visited you house to look at the porch.  Based upon the letters & what you said Dominion stated about the “porch needing approved by the city of Canal Winchester” is why it wasn’t installed from the beginning (as all houses in this neighborhood has porches), tells me this:
1. It is my opinion that Dominion actually forgot to excavate for the front porch and told you this and then had to come back and install it and did as cheap and as quickly as they could.
2. The Dominion letter contradicts itself…..it states the 1 year warranty on concrete, patios, porches & the such……but then it states the 30 year “structural” as load bearing…..the porch foundation (i.e. load bearing) is the ultimate issue, not the concrete porch.
3. The Engineers letter states “I was told the front wall is supported on piers”…..he has no evidence they are there….  It also states unknown depth & width of the piers.  Its also ironic how the crack in the porch did not separate on the grooved control joint (this is where it is supposed to crack if it does).  This would point that the left corner is sinking and pushing up on the right side, leaving the concrete no where give, but on the angle it cracked.
4. Even if the porch was poured over piers, the depth of the piers would need to be deeper than the average frost depth of 42” on account the grade around your house is mostly spoils (excavated dirt from basement).  This dirt is then exported and they leave enough around to use as grading to achieve positive slope away from the house.  Therefore, not knowing what the natural grade was before beginning, they would have had to put the piers deep enough to get to the natural clay soils, not basement spoils.  I would also believe the piers depth & width were not inspected upon completion. 
5. Any repair to this area would require shoring up the structure/shed roof over the porch, removing the entire monolithic poured porch & slab, have either Helical Piers installed to pour a grade beam across, excavate to a proper depth of natural soils (soils engineer would be required – I recommend GCI) to ensure proper compaction of the foundation.  Either install a block foundation or poured walls (this would be my choice to match your house), backfilled with gravel & another porch poured atop the new foundation.  There would need to be ample curing time between each phase of this to ensure integrity of the concretes.  Then the structure would need set back on its posts after the concrete has ample curing time.  Then any miscellaneous repairs would be required….trim, paint, roofing, siding the such……
6. Unless this is done correctly, no contractor would warranty this and I feel Dominion is clouding you & your husband with trying to tell you in their letter what the difference between a concrete warranty & structural warranty actually is.
Thank you & let me know if I can be of any more assistance.
 
**** ** ******
 
********* *
Phone: ************
Cell: ************
Fax: ************
*********************************
 
 

Business Response:

Mr. ******** closed on his home purchase in March of 2011.  That purchase included very specific warranties of defined scopes and finite durations, including a one year limited warranty against concrete cracks and against settlement.  There is also a limited warranty against major structural defects, as defined in the signed warranty documents. That warranty does not protect against minor cracks or settlement; rather, it protects against the actual failure of the load bearing elements of the home to the point the home is no longer habitable ("unsafe, unsanitary, or unlivable").
 
The claims of no response from, or interaction with, Dominion Homes personnel are simply false.  We have had conversations with the homeowners regarding their porch on numerous occasions, each time eplaining the warranties and any next steps if they were not in agreement with our findings or those of the third party licensed structural engineer we arranged to inspect the porch.  Copies of our previous correspondence and the engineer's report are attached.
 
At this point in time our position remains as outlined for Mr. ******** via phone and email previously: He is welcome to qualify his concern for further review by submitting specific and provable evidence of a clear construction or installation error, or of actual structural failure as defined in his signed warranty agreements. We will be happy to review written documentation clearly citing any such alleged defect/failure, along with photographs or other evidence to demonstrate the alleged defects or failure.
 
Please let us know if you require further information.
 
Sincerely,
Dominion Homes Customer Care

6/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have contacted Home Dept. about our problems about settling of the ground around our house, which we agreed that spring would be fine. They responded by saying spring or summer. Do we have a health hazard yes. We have steps that they put a two by four under them to hold them up. If someone falls because of this their will be a law suit. They are backfilling on new builds right now. They backfilled twice before closing a year and a half ago. We cannot do any improvements until this is taken care of. Never in my lifetime have I ever seen service like this. It need to be backfilled 6-8 inches all around the house. I want to be treated fair. I need the job done not a phone call about the rain. You can use plywood to lay on the ground if needed. ***** ** *****

Desired Settlement: Finish the job, so that I can say something positive about Dominion Homes. I would feel more comfortable about recommending them to someone else. Do you want to do it right and fix what you should have done before this.

Business Response:

Good afternoon and thank you for the opportunity to review this concern.

Mr. ***** closed on his home in November of 2012. In Octoer of 2013, Mr. ***** sent in his list of items (in the form of an inspection report) to be reviewed for his one year House Call warranty program visit, and yard settlement concerns were noted on that list.  On November 4, 2013, we conducted the House Call appointment at the home and our Quality Assurance Technician itemized each of the items reviewed with the homeowner.  On that list, which was signed by Mr. *****, the yard settlement concerns state: " settlement in front yard and along back of house and both sides, weather-permitting (w/p), add to 2014 w/p list."  Since that time, Dominion Homes Customer Care has received several phone calls and emails from Mr. ***** inquiring as to status. 

On April 30th, we sent this e-mail:

Dear Mr. ****r,
 
Thank you for your e-mail.  The settlement repair work at your home is on our spring/summer settlement repair list.  This repair work will be completed as the weather permits and as we have a contractor available in your area.  Unfortunately, we do not have an exact date for these repairs.  We understand that you are very anxious to have this work completed and assure you we will complete these repairs as soon as possible.  We do have an open service request for this issue and will continue to track it until the repairs have been completed.  Please let us know if you have any questions or need any additional information.  We appreciate your patience.
 
Sincerely,
Dominion Homes Customer Care
 
On May 1st, we sent this email:
 
Dear Mr. *****,
 
Thank you for your email. We are working diligently with our contractors to get all of the yard settlement issues addressed in a timely manner. Our contractors are often working outside of their normal capacity to ensure completion this spring. We apologize for the inconvenience.
 
Sincerely,
Dominion Homes Customer Care
As we have explained, these repairs truly are weather dependent and done as the crews move from area to area, as efficiently as possible.  We've had numerous days of rain which prevent and delay work of this nature.  Our commitment remains as outlined:  The work will be completed as soon as reasonably possible.
 
Please let us know if further information is needed.
 
Sincerely,
Dominion Homes Customer Care


Consumer Response:

They just finished this on 6-9-14 just before they sent a respond to the BBB. Thanks to the BBB it is done, not because of Dominion Homes. I thank the BBB for the help in this matter.





















6/4/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: As part of our new home kitchen appliances were included with the purchase. We upgraded the refrigerator to a Whirlpool Gold Series French Door. On April 29th 2014 the fridge died. Whirlpool was unable to locate a repair person to complete repairs on the unit. As of last week Whirlpool agreed to refund the original purchase price of the fridge to us and allow us to purchase a new fridge. They require the original purchase price of the fridge in order to complete this transaction. Since we as the homeowner did not directly purchase the fridge from Whirlpool, Dominion Homes would maintain the original purchase receipt or contract information on costs associated with the purchase of the fridge. The Customer Care Team was unable to provide the information to me to send to Whirlpool and then I was told that their process did not allow me to escalate the issue within Dominion to find a resolution. I was told by Dominion that my warranty was with Whirlpool and not the home builder which while true we did contact Whirlpool per our agreement when purchasing the home, Whirlpool requires information be provided on the original purchase. This information Dominion is unable to provide. My request is that since Dominion is unable to furnish the information required by Whirlpool to complete the warranty claim that they simply reimburse me the lowest retail cost of the Whirlpool fridge (**********) at $2399.00, or provide me with the information that Whirlpool requires to complete the request. My wife and I have been fighting this battle over the fridge since April and still do not have a final resolution. I am not asking for any reimbursement for food loss or dining expenses while we were without a fridge for a month.

Desired Settlement: I have 2 options for resolution to this matter: 1. Provide retail cost to me in the form of a refund check of $2399.00 or 2. Furnish the information required by Whirlpool in a timely fashion to complete the warranty claim with the vendor.

Consumer Response: Mr. ********  called to inform BBB that his complaint was resolved.  

3/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint comes following several attempts to reach a reasonable resolve with Dominion Homes. My family closed on our newly built Dominion Home in July of 2013, located in the *********** ***** ************ ************ **. Our home was built in an area that's currently under construction and where Dominion Homes privately owns & controls the roadway, yet it's open to the public. Approximately 20-30 families share the road with Dominion Homes and have recently been placed in danger based on Dominion Homes' failure to provide adequate and reasonable snow removal. The city provides snow removal for 90% of the community with the exception being streets owned by Dominion Homes. The streets under the city's control receives exceptional snow removal and they work hard to keep our community safe. I recently spoke to Mr. **** ****** who is an executive member with Dominion Homes. He acknowledged that the issue at hand falls solely upon Dominion Homes and that they opted out of providing snow removal. Despite our communities call for help, Dominion assures us that THERE WILL BE NO SNOW REMOVAL because is simply "costs too much" - Mr. **** ******. We have cited recent experiences where my neighbors and I have had to brave the extreme hazardous conditions where snow and ice have covered roads. Our neighborhood is now at risk and we now face delayed emergency fire, police and medical services. We also can't leave our homes without fear of wrecking and/or losing control. Then there are simple quality of life issues where mothers can't leave their home for groceries and other essential items for their family and kids. Finally, friends, family and residents that are handicap and/or disabled are not provided reasonable services and are prevented from visiting and/or leave their own homes. Our frustration now comes because Dominion is worried about profit margins and spending, meanwhile, the customers of dominion and residents directly affected by this issue simply have to sit by and just deal with it.

Desired Settlement: PLEASE help us keep our community safe. We are middle class families that still have to commute to and from work despite snowy and icy roads. We simply want Dominion homes to provide future snow and ice removal while we continue to share the road with their company. WE are the ones who are losing out here. Our call for help has fallen on deaf ears. I've emailed and called the CEO Kevin Tomlinson to no avail. This is not an HOA issue as snow removal is provided by the city. It's a company issue.

Business Response:

Dominion Homes did arrange for snow removal to take place following the snow event in question, although unfisnished streets are not typically plowed, within a short time after the complaint was filed.  In fact, the local paper, the Sentinel, even wrote an article about the snow removal and Mr. ***** was quoted in the article.  Here is the link* ******************************************************************************

Please let us know if you need further information.

Consumer Response: I am rejecting this response because: During the recent snow fall on March 2,3 & 4th, my street still hasn't been cleaned and is a sheet of ICE. Dominion homes merely remedied our initial complaint, but here we are, falling through the crack and neglected again. Please get dominion to promise snow removal until the streets are turned over to the city.

 

Business Response:

In keeping with standard practices for the municipality and other developers/builders in the region, there is no ongoing plan for regular schedule snow removal measures from unfinished streets during active construction phases.  This has been a highly unusually winter season with atypical inclement weather.  In the most extreme circumstances, additional measures were taken. However, this action does not translate to a sweeping change to the industry standards for the area.  Hopefully with the arrival of spring this will be a moot point, but should further extremely inclement weather conditions occur prior to the completion of the streets in question, we will be happy to re-evaluate on an individual case basis at that time.

Thank you.

Dominion Homes Customer Care

Consumer Response: I am rejecting this response because: Dominion Homes is profiting from our purchases of newly built homes. They are one of the top builder in the US. How can they not offer a commitment to provide snow/ice removal during future events. Without they're commitment, our community is prepared to drag Dominion through the trenches in order to maintain a safe community. **** ****** (Dominion's Senior Sales Guy/Vice President) lives in the dominion community, ********** (by his own admission). I have video proof that his community benefits from snow/ice removal even though their streets don't have the finished surface. I could release that video to the media and let the viewers make sense of that!

This is ridiculous. Heaven forbid a small child choke on something, a home catches on fire, an armed intruder breaks in.... our position during snow/ice events leaves us vulnerable and diminishes the response of our first responders. What if we wreck....? That's going to be on Dominion... We made a commitment to Dominion when we paid $200,000 for a new home! The least they could do is offer the snow/ice removal until the roads are turned over to the city. It's the neighborly thing to do. We share the roads with them. The profit off of these roads. Yet they put stipulations and costs on our safety. I'm here to tell you that we will NOT stand for this. We will continue to FIGHT for they safety of our community and for what's right. It would be wise of Dominion to show some commitment to our community in the event of future snow/ice events. I will continue to lead this front and fight until either Dominion commits to future snow/ice removal or until they complete building in this community.


3/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Our house is a year and half old and our roof has leaked multiple times when the snow melted off of the roof this year. We have two neighbors that also have new houses and the same house layout as us and they have the exact same leak in the exact same spot. I have emailed and called the customer care representatives at dominion several times and received no reply even though incorrect installation is still covered in our warranty. We should not be having these issues especially when we told our construction supervisor ****** that we were worried about how they were installing the roof because it looked like they were driving nails into the roof to secure a 2x4 for the workers to stand on. He insured us this was completely normal and kept telling us how great they build houses and all these new products and designs are so much better than they ones used in the past. How come my neighbors and I have the same issue, mostly likely due from a poor subcontractor used or bad home design? All we want is our home fixed after paying the builder a lot of money for it.

Desired Settlement: Dominion to come out and repair the roof leak and to make sure no mold grows in our attic space due to the water seepage.

Business Response:

The following information was sent via e-mail to Mr. ****** this afternon:

>>> CustomerCare 3/4/2014 4:49 PM >>>
Mr. ******,

We apologize for the delay in responding to your concerns.  We will also be sending this response to the BBB.  
 
Yard Settlement
The yard settlement repair work at your home is on our spring/summer 2014 settlement repair list.  This repair work will be completed as the weather permits and as we have a contractor available in your area.  Unfortunately, we do not have an exact date for these repairs.  We understand that you are very anxious to have this work completed and assure you we will complete these repairs as soon as possible.  We do have an open service request for this issue and will continue to track it until the repairs have been completed.  We appreciate your patience in getting this repair completed.
 
Roof Leak
Dominion Homes offered a one year leak on your home.  This warranty expired in August of 2013.  If you feel the garage leak requires further consideration, you are welcome to qualify your claim for further review by submitting documentation from a qualified professional citing an actual specific construction or installation defect or error, or structural failure, along with photographs or any other evidence to support the claim.   We will be happy to review any such contractor findings.
 
Thank you for the opportunity to review your concern.  Please let us know if you have further questions about the warranty or the claim process.
 
Sincerely,
Dominion Homes Customer Care

2/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Dominion provided at closing details for ******** Windows for MFR contact for our windows if warranty ever needed. To make the longest story short our windows are extremely drafty and built up over 2 inches in some areas of window of ice inside near lock and all around center of window. You can always see and feel air coming thru center of window, not the edges. I am aware winter can be a bit rough however this is all the time. Rain comes thru as well and accumulates pink mold if not cleaned weekly. I had sent Dominion Homes 2 e -mails in the month of December 2013 which they claim due to system errors they have no record. I had in the meantime while waiting response, contacted ******** which was what Dominion gave papers on for window warranty in closing June of 2009. I contacted ******** and they advised they were not the mfr for our windows as Dominion provided. The marks on our window that ******** helped us identify were ***. 1-10-2014 I had given up waiting on reply and contacted 4 different people from Dominion Corp, sales rep and ** line. Their ** rep adved the *** on my window was for ***** **** mfr. I disconnected call and contacted them; they were not the mfr either! We got online and looked up *** and found that Dominion had lied about whom they used for our home. It was an mfr called ******* Mfr of who had 3 online numbers and none of which works. All I ask is to have the details that I contact to get out windows warranted without someone being rude educating me the initials on my windows are “not correct to their contract for time frame." You think Dominion? They didn't even use who they gave us info on. I am very easy going but even speaking with their reps at their home models, they are stunned we spend 300+ a month and always have on utilities due to faulty windows. I tried last year but given details irrelevant to this complain I will spare you. I should have pushed a little more but lesson learned.

Desired Settlement: Who do I contact to have windows warrantied? Mfr, their third party install etc?

Business Response: Thank you for the opportunity to review this complaint. Mr. and Mrs. ******* closed on their Dominion Home on June 30th of 2009.  Their home purchase included from Dominion Homes a one year limited warranty on the proper installation of the windows, and a separate warranty directly from the manufacturer, on the actual windows themselves. As the BBB has already been made aware, unfortunately, due to a corporate company-wide computer system outage, Dominion Homes did not receive any e-mails or website inquiries which were sent between the evening of 12/25/13 and the morning of 1/6/14, the date of system restoration.  We did receive ONE email from Mrs. *******,  which was sent after-hours on the evening of Tuesday, January 7th, and received in our office on Wednesday, January 8th.  In that email she did not report any issue, but simply asked who the manufacturer of her windows was.  Our customer care team passed the inquiry along to the correct internal department to determine which manufacturer's windows were installed in this home, as during that time frame we were using more than one manufacturer.  On the morning of Friday, January 10th, within 2 business days of our receipt of the inquiry, it was determined that the manufacturer had been *******. Dominion Homes does not at any time provide a warranty on the windows themselves - they are warranted solely by the manufacturer.  As outlined in the Homeowner's manual, there is no warranty against condensation, and in the extreme negative temperatures and windchills our area experienced recently, it is not impossible for condensation and freezing to occur, resulting in ice build up. There is no warranty in effect on the windows at this time from Dominion Homes.  Unfortunately, it is our understanding that ******* has since closed their local office in this area.  The homeowner may wish to seek out the services of another window company or professional if they are unhappy with the windows, as there is no active warranty on the windows from Dominion Homes. Every home we build includes certain specific limited warranties; each of a defined scope and for a predetermined period of time as outlined in the warranty documents and homeowner's manual. Dominion Homes does not offer a preliminary or diagnostic inspection service for concerns presented after the expiration of the applicable warranty.  However, we do offer homeowners the opportunity to qualify their claim for further consideration under the warranties if there is evidence of an actual construction error or defect.  If they feel their current concern requires further consideration from Dominion Homes, they are welcome to qualify their claim for further review by submitting written documentation from a qualified professional which clearly cites an actual and provable specific construction or installation defect or error, or structural failure, along with photographs or any other evidence to clearly illustrate and support the claim.   We will be happy to review any such contractor findings.  Thank you for the opportunity to review this concern.  Please let us know if you have further questions about the specific applicable warranty for this home in relation to the current concern, or about the claim qualification and submission process.

1/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am building a home with this builder and need a help to address an issue related to the Sales and the Contract . Before I signed the contract in July 2013 , I was interested to build a new home with Kingston model and Elevation D through this builder . As community did not had a built-in model home with this model , I was asked to visit another community which had a ready to move-in home of Kingston model with Elevation D . I was told verbally by Sales Representative that this home was of outdated version of Elevation D . I was told verbally that the new version of Elevation D do not have an option of 6ft extension and it does not have masonry in front of porch area . I really liked that home and decided to go with this model. One of the main features my wife and myself liked was a bigger window in the master bedroom located above the garage which is located on front elevation of the home . Sales team never mentioned that the new version of the Elevation D will not have the bigger 4 pane window verbally nor mentioned the differences between outdated version and the new version of Elevation D . I signed the contract assuming that I will get all the features in the new version except the 6 ft extension and the masonry . In the middle of the build I observed and notified the builder that the window size is smaller than what i was shown in the model before I signed the contract . Instead of addressing the issue of mis-leading information they are giving me an option to withdraw from the contract by refunding me the deposit money . The other option they provided is to credit $500 on closing to take care of the window repair after close . This amount is very less considering the costs . I would like to get a fare justice and attention to my concern as a customer . Ideally they should replace the current window with bigger window as they shown earlier or credit me around $3000 to take care of window repair costs after closing . Customer Satisfaction needs to be provided by the builder.

Desired Settlement: Replacement of the current window with a bigger 4 pane window or credit me $3000 at the time of closing.

Business Response:

Good afternoon,

We have researched this matter and located a signed addendum indicating this matter was RESOLVED with the consumer/homebuyer on December 17, 2013.  We are unaware of any outstanding issues pertaining to this matter.

Thank you,

Dominion Homes Customer Care

Consumer Response: [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 9830472, and find that this resolution is satisfactory to me.

11/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The consumer just built house with dominion homes. The consumer also purchased a one year warranty. There were some issues with the house that needed to be repaired. The cut out for sink was too wide which caused the sink to leak. The consumer noticed when it was starting warp. The consumer called before his warranty was up to have someone come out a do the repairs. The supplier stated that he did not call in time to honor the warranty. The consumer has proof that he called before the warranty was up. The supplier refuses to work with him. The consumer purchased his home March of 2012 and called in about the warranty repair Feb. of 2013

Desired Settlement: The consumer wants the warranty to be honored.

Consumer Response: This was only part of our complaints; Dominion homes gives you a one year warranty, and they bring everybody, plumber, electician etc. in and swope through your home in one day.     There is no way to find out and point out all of the flaws in a newly built home in 12 months.     We did our research, but this was the very first time that we built a house, there were many things that we ordered, but when they built the house they were not on them, we based our house ( the Framington) on a model that we saw, that was directly behind Dominions model home.     We ordered the three windows that go on the great room, the garage was not completely dry walled, the kitchen sink did not have the faucet that we ordered. Their salesman, ****** ***** and their representative ***** ******* were no help, they wouldn't even return our phone calls.   If possible, could you please add this to our complaint.   Thank you

Business Response: Good afternoon.  We have received this complaint and it is currently under review.  Attached for your reference is the information we supplied to the homeowner in relation to this request in April of this year.

BBB NOTE:  Per BBB policy and for the convenience of the parties we have copied the text of the attached response below:

Mr. and Mrs. ********,

Thank you for your e-mail. We apologize for the delay in getting back to you. We have reviewed the countertop concern and also the damage to the cabinet directly above your stove.

You mentioned in the e-mail below that you did not report the kitchen faucet leak when it occurred because you were told by Customer Care to wait until your one year house call visit to report any issues. According to our records, we advised Mrs. ******** in a phone conversation that occurred on October 26, 2012, that any issues that were cosmetic in nature should be added to the house call list, but any leaks that occurred within the first year should be reported to Customer Care immediately and that those type of issues should not wait for a one year house call visit.

As explained in the Limited Warranty Agreement,

Procedure for Making Claims. If Buyer(s) believe that Buyer(s) have a claim under this Limited Warranty Agreement, Buyer(s) should notify Builder and DSWc;. in writing, immediately after the discovery of the defect at: 4900 Tuttle Crossing Boulevard, Dublin, OH 43016, Attn: Customer Care Department. Buyer(s)' written notice to Builder should describe clearly the nature of the defect for which a remedy is sought. If the problem concerns an appliance or other component covered by a Manufacturer's Warranty, Buyer(s) are free either to contact the manufacturer or supplier directly or to request the assistance of Builder as provided in item 4 of this Limited Warranty Agreement during the first year. After the first year, Buyer(s) should contact the manufacturer directly. Buyer(s) should be careful to comply with all provisions of the Manufacturer's Warranty. In all communications with Builder and DSWc;. please be sure to include Buyer(s)' full name, lot number, community name, Closing Date, and telephone number.

We are attaching your signed copy of this Limited Warranty Agreement for your review. We have also reviewed the information regarding the damage to the cabinet above the stove. Dominion Homes only warrants the installation of the cabinets for one year. It appears that the damage to the cabinet above the stove is locally caused damage and not due to an installation error on the part of Dominion Homes or our contractors. The cabinet manufacturer, ***********, does offer a manufacturer's warranty on the cabinet itself.  You may wish to contact them directly to determine if this concern may be covered under their warranty as a manufacturer's defect. *********** can be reached at ###-###-####. 

Unfortunately because the faucet leak was not reported to Dominion Homes in a timely manner and because the cabinet damage appears to be locally caused, there is no further action to be taken by Dominion Homes. Thank you for the opportunity to review your concerns. Please let us know if we can be of further assistance.

We moved into Cedar Run Sub-division, lot#357 on March 2, 2012. We love our home even though it was not what or how we ordered it. There were some flaws that we noticed immediately, but when we called customer care they told us to wait until close to our 12 month inspection because there may be more issues with the house and there were. (Please see list we sent to customer care)

The customer care guys came out on February 26, 2013, most issues were resolved, but for some reason the counter top in the kitchen has become an issue. I have called & called, we did not get a response back from customer care until today, March 21st saying there was nothing that could be done, which is so unfair to us all we want is for our kitchen counter to be fixed. We followed the rules from your customer care staff.

The faucet was leaking underneath, by the time it became visible it had warped the counter around the sink, I believe that whoever cut out the place for the sink cut it to wide, therefore barely fitting and when it got wet it warped and raised above the sink.

Whoever put in the plumbing put in a bad faucet, since we were told to wait before we bought anything to customer care & that's what we did.

***** also said, that the cabinet bubbled up from the teapot on the stove well that teapot is just for decoration that's something we have never used.

We are very displeased with customer care and their effort to resolve this.

Thank you

Consumer Response: They are flat out lying, I told them immediatelty about the leak when we saw it, it was leaking underneath which we did not see until it appeared on top.  All of this was within the 1 year warranty period, I am very disapointed in Dominion homes, this was just a $300 or $400 problem that could have been resolved easily.  I want to also list them in the BBB as a terrible customer relations company. It's sad that consumers are at the mercy of such greedy people.


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