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Consumer Complaints

BBB Accredited Business since 02/01/1992

Shepherd Place Homes, Inc.

Phone: (972) 475-1100Fax: (972) 771-7353

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BBB began including the text of consumer complaints and business responses in BBB Business Reviews on 07/01/2013 for complaints filed on 01/01/2013 and thereafter. This includes all complaints that meet our reporting guidelines and that are filed electronically. We also report on the resolution of the complaint, as determined by BBB.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
12/11/2013Problems with Product / Service | Read Complaint Details

Poor, faulty brick job, wrong mortar. Faulty AC and cooling ducts. Faulty incomplete electrical. Incomplete satin nickel package.
Very sloppy job on white mortar order, inconsistent hues of pink to red, cracking chipping mortar. AC went out several times over years, costly repairs, required special warranty just to keep running. Electrical wiring would not power one AC unit until repaired at my cost. Two or more electrical outlets not wired. AC ducts would not adequately bring cool air to back bedroom. Satin nickel package incompletely applied (missed shower fixtures and laundry room sink). Plumbing shut off values situated too closely together in bathroom to be shut off, had to pay plumber to extend tubes and attach additional valves. Most or all of these issues noted before or after signing, each time feeble excuses were offered to avoid fixing them or I was ignored completely. Builder did not honor contract nor did he honor warranty repair requests.

Desired Settlement
Restitution requested from ****** ****/Shepherd Homes as follows:
$20,000 for brick and mortar repair work to be done
$10,000 for AC unit replacement and any additional duct work repairs
$1,000 for replacement of inconsistent furnishing (satin nickel package, electrical and plumbing repairs).
TOTAL: $31,000 for above

Business Response

Shepherd Place Homes, Inc.
****** T. *****
****** *** ****
Vice President/COO
November 13, 2013
BBB of Dallas
160 1 Elm Street
Suite 3838
Dallas, Texas XXXXX
~ RHH ****** **** *****
RE: Mr. ******* *****, **** ******** ****** Royse City, Texas 75189
Complaint Case #XXXXXXXX
Dear *** **********
The above listed property was sold and closed 08116/2006 and at that time a 10 year limited warranty
though Home of Texas was issued. As per that warranty, the Builder covers everything on the home
the first year and limited mechanical items through the second year. All warranty claims after year
two must go through the issuing warranty company.
I have attached a copy of the closing statement as well as a copy of the warranty enrollment form.
Also attached is a copy of the customer's signed off walk through sheet.
We feel, as the warranty stipulates, that all claims should go through the warranty company.
We regret the customer's dissatisfaction; however we have honored all of our obligations.
Resp=,~ ~ /. (J ******* Vice President

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The builder never addressed anything substantial before the sign-off (or in the first year),and as I recall, I believe laying of grass in the front or sides of the lawn was verbally contingent upon me signing off. The builder never met any personal requests to go out and look at the house I had signed off for, and I believe I just gave up in the end on getting him to do anything, which is why I eventually signed off. Now, while there may not be a time period left for legal recourse to seek damages, I feel my evaluation and review of this builder's lack of commitment to customer satisfaction has great merit and needs to be reflected in your BBB ratings. There is no way this builder merits an A+ when I have met a few people just in the same neighborhood who were very upset with him in regard to the very poor air conditioning units and installation they received.

I have pictures which I can attach of the awful, terrible brick job and the botched plumbing **** installation. With further effort, I can secure some of the air conditioner maintenance issues receipts.

I bought "twice" from this builder and paid for and specified wanting a "nice brick job". I paid extra for white mortar and instead got some mess that goes from light pink to deep red, and sloppily applied at that. I thought being a second time customer, the builder would do well by me, and all I ever wanted was an attractive brick home, and I paid a premium for this house, given the location. The builder did not deliver, his foreman and other representatives gave every excuse to not address things which I brought up very early.


1. Early on (just as the brick was being laid) I addressed the poor-looking brick job. Foreman told me that it would cost me $500 to change the mortar (as if it were my fault, when they themselves got the mortar wrong!)
2. Power kept throwing on small AC unit, almost every day, sometimes more than once per day. (They told me to go to Airtron.)
3. No significant airflow to back room. Foreman told me these floor plans just don't get the air back there. (Airtron eventually fixed a year or two later, when they didn't have too. But, Airtron is an honorable company).
4. Water shut-off valve too close to pipe in master bathroom (right sink). Pointed this out on walk-through. Was told that if they corrected it, it might jeopardize the pipes. (What a load of nonsense.)
5. Master bathroom shower would not generate hot water. Imagine buying a new home and not being able to take a hot shower! Foreman actually fixed this in my presence (I insisted, and this is about the only thing they did address).
6. AC unit (the cheapest York AC the builder could probably get) had evaporator coil burn out at least three times, starting in the first year. I eventually had to get extended warranty insurance for both units at a cost of $61/mo. for several years, just because the AC was so unreliable and the repairs so high.
7. No rear yard landscaping. Had to get on them just to complete the sides.
8. Addressed the crappy mortar job (looks like a blind person did it). Was told that if they tried to scrape off the flash and clean it up, that fungus or mold would grow, and therefore advised against doing anything. They said the appearance would improve over the years, which it did not.
9. When I told them I was coming out to look at the house in its late stages, I was advised by their representatives to sign off on the house and get appliances installed first, because it "looks better" during the walkthrough that way. (I think they just wanted me locked in as much as possible into buying that house, which I probably should have walked away from.)
10. Satin nickel package incomplete and towel bars fitted cockeyed. When I addressed this with the foreman, he told me the shower stalls are never satin nickel, just the minor furnishings. (really?) The house has lots of mixed aluminum and satin nickel features.
11. A couple of electrical sockets that were not wired. Found this out much later when plugging in a hair dryer.

But the main thing is the awful brick job. I cannot let this go. EVERY DAY, I look at that brick job and am angry and feel cheated. EVERY DAY for seven years. And to fix this brick job could cost $20,000 or more. And this should not have to be done on a new home.

In my complaint, I have listed and presented to the builder the main things wrong with the house and what the costs would be to make it right. I have no expectations that this builder would ever make any gesture to follow through. But, this builder's BBB rating does NOT merit an A+ rating.

If you need pictures of the brick job, please send me an email where I can forward those.

And by the way, the builders comments about "covering everything the first year", they didn't do anything, but fix the hot water issue in the shower stall. They ignored me on everything or tried to steer me towards AirTron. As far as subsequent years go, the 10 year limited warranty doesn't appear to do anything but cover extreme catastrophic issues.

Maybe the builder and yourselves should see these pictures I took of the brick job; it's hideous.

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