At this point I am reaching out to the BBB because I have been unsuccessful in getting Carefree Homes to listen to me. I have been trying to get a meeting with the president of the company for 4 months, after stating he would get in contact with me, he then flat out said he will not meet with me. Even though we started off in the right foot, overall I have been abused, disrespected, ignored and lied to by the company. When I bought my home I purchased it because family and friends of mine that work for the company assured me that Carefree was a new company from what it use to be because of the new president. They said that this guy is all about customer service, that "there is no grey area, its black or its white". I was informed by several people including the Operations Manager that the presidents motto is "Don't cheat, don't steal, don't lie to a customer...those are grounds for termination." In my experience, this is not the case. When the president denied a meeting with me he sated that he had been out of the office for an extended period of time and will be out for an extended period of time. I know this is not true, he had been in the office and has been in the office when he said he wasn't and wouldn't be. At some point before I asked him for a meeting he was out for personal issues, but not the timeframe he was stating.
Whenever I was looking to purchase my home, I was told by my friends (employees of the co) that this guy took care of people, he is demanding and has the highest standards. At some point the vice president told me that the president knew more about building than anyone else he had met. That the president wants everyone to be so satisfied that he often takes care of issues outside the warranty period, as long as its within reason. In a nutshell, this guy was everything and anything you would ever expect in every aspect. So why have I had so many issues, and why am I trying so hard and giving them so many opportunities to take care of me and not being successful? I shouldn't have to be trying so hard to give them the opportunity.
When I bought my home I bought it as an Energy Star Certified home, its designed to be energy efficient. It is built with a higher R-value of insulation, sealed envelope, and the Mechanical system is engineered to be efficient. Mix that in with a company that is at the highest level of quality in building and customer service, why wouldn't you? Yet I have had a ton of problems in my house. I have had just about every trade go out to my house to fix issues, many of them more than once for the same issues. I have had issues ranging from having leaks in almost every water valve, to lacking insulation in my attic, to my "engineered" HVAC not working properly since purchase, even my rock walls not being properly supported. I have taken 35 days from work in 18 months to conform to Carefree's schedule and I have been stood up twice. I am self employed, if I'm not working I'm not making money, they know this. It has cost me approximately $11,000 in lost productivity from all the time I had to be at home to tend to workers. This is not including my added energy bills, all the time I have spent on the phone with them, nor the time it has taken me to write letters back an forth. I have not been able to even take a vacation since I purchased my house 2.5years ago because its been a constant with these people, not to mention taking so much time from work to be home, financially I can't. Even when I pleaded with them to take care of everything in one showing, they didn't. Even after I threatened them that I will be billing them for my time because they had dragged their feet so much, they didn't care. They claim that because I signed an agreement at closing that states I have to make the home accessible around their business, hours they would not do anything for me. I could see that point of view, but it's been excessive at this point, its flat out disrespect and disregard for the customer. I have been trying to get a meeting in hopes that we can discuss all my issues and end up in a fair resolution so that I too can be a satisfied "Carefree Home" owner. At this point, I'm not, nor can I recommend one.
I want to clarify that my dissatisfaction is not that they have denied any warranties, its the fact that they have not been swift about taking care of my issues (mainly the operations Manager), and that its been a ridiculous amount of things. I have had far more trouble with this house in under 2 years than I had with my old house in the last 9 years, and that was with what is suppose be from an inferior builder!
For now Carefree has agreed to change and relocate my condenser to a 5ton unit to the roof as the one currently in place has never worked properly. This could be the cause of faulty equipment and/or improper installation due to it being too close to the walls and lack of air circulation. I am taking for granted that they will be installing as Mr. **** has stated on his letter plus add the proper supports in the attic as **** ******** had informed me a proper install should be. Also, they have agreed to fix a light canister in my kitchen ceiling and have documented that my rear rock wall will have buttresses installed on my neighbors house side.
Besides these issues I have other issues that I would like to get fixed, the reason why I have been asking for a meeting.
-I again have some stucco around the house that has cracked, it needs touch up.
-The tub faucet leaks a lot when the shower is turned on.
-I put some spray lubricant on a hinge, now the door won't stay closed, its off balance. I have other doors that are squeaking but I'm nervous to spray them as well.
-You recently reinforced two 2by4's in the attic entry as they were cracked by workers going in and out so many times. I had requested a certified letter by an engineer to clear the repair as being proper. You sent me the wrong info and when I advised you of this you basically told me to get it myself. Well, I have been in contact with *********, from Foxworth lumber and I have had no success in getting the letter from him. Every time I speak to him he sais he's working on it and I will receive it shortly. Please get this letter for me for this repair and the proper install of supports that will be done when the condenser gets relocated.
-My house was sold to me landscaped, the main hose to my drippers has sprung a leak, please change it.
-The clogger in one of the toilets has broken.
-Again the doorbell light went out. Its either faulty switches or electrical problems.
-Since I moved to this house, my laundry machine every few weeks goes into protection mode and need to be reset. I spoke to a repairman and the manufacturer and they stated the outlet might be spiking. Please address this.
-The 2way light switches to my back yard buzz when on. Please have them checked, I'd hate for a fire to start.
-I have reason to believe that a water line has come loose behind the wall as I often hear knocking when water is turned on.
-I have reason to believe there is voids of insulation in the walls. Please send Gale insulation with their IR camera to check walls and confirm or deny this.
-Beto, should had told you that the outlet for my dishwasher is loose and you guys need to replace the access door to the attic as your workers ripped off the insulation and its very dirty from the handling so many times.
-The cheap cabinets you installed again need attention, some doors are loose.
-The left window in my formal dining area is hard to open and close. I think its defective.
-My garage door opener (power head) doesn't always turn the light on when you open the garage. I'm assuming the relay for the light is sticking.
-I still have a draft of cold air coming through certain registers at night. This problem has been addressed but still not fixed. Also, my house is still not at the total CFM level as per engineers design. I had spoke with Mr. ******** from Love Engineering, in the past and he stated that the CFMs in every register need to be within the range of the plan for a total of 2000CFMs. After you checked it again and the system was under by 10% he quickly backtracked and changed his answer to "10% is acceptable" when he had said otherwise. When I tried contacting Mr. ***** the owner, he refused to have any sort of communication directly with me. We still have work to do on the Mechanical system.
-The engineers design and the energy star compliance call for a "Time Delay Relay" for mechanical. After you changed my coil you removed it and have been fighting me to put it back. Please do so.
-Since HVAC has never worked and it comes with a 2yr warranty on it, I want the warranty to start at the completion of fixing ALL issues.
-I purchased an Energy Star Home which should had never been certified because of the lack of insulation in the attic. Once all is completed I want a recertification done by EnerGreen.
-I need a certified letter from your Lawyer accepting 100% liability for damages if my rock wall falls from lacking proper buttresses. You keep telling me you're going to fix it but keep ignoring me when I ask when. Your best answer so far is that because the repairs will be done on my neighbors side, so I don't need to be informed and no work need to be done on my side. You are mistaken about this as the wall moving has caused a separation from my planter and perpendicular rock wall to the rear wall that you need to fix upon buttress completion.
Keep in mind that I have more than extended opportunities and have been willing to work with you for any and all repairs. I have not ever been violent nor raised my voice even though you have disrespected me time and time again. You showing up to my house time and time again isn't only infringing on me economically, the time you are there, it's also an inconvenience for us because of our new born baby, and my toddler. You go into my home and make a lot of dust, especially when re-blowing our attic twice, that is harmful to kids, its about privacy and health issues. Besides that, its the inconvenience of having to clean up after your workers even after I provide a shop-vac for their convenience. Problem is no one used it. If you want me to be a satisfied customer, I ask that you fix all my issues stated and be swift about it.
I do ask for minor compensation. I would like for you to do some work around my hose. I would like Custom Closets in 3rms. similar to your Definitive Homes. Extend roof line in back porch, change patio doors glass to in-glass blinds, and refinish all my rock walls. Even though the walls are "new" they are greatly deteriorated and have a lot of gaps that allow for spiders nests. In the summer time I get too many black widows that are a danger to my family. In my old house I had the walls refinished by a man carving out the cement about one inch around each rock and them coming back with mortar, or some product, to fill all the gaps and holes and strengthen the wall all while giving the wall a consistent look without all the patches that are there currently.
In lieu of my four items for compensation, I will also accept you changing my Mechanical system out to a Trane. Apparently you can increase the CFM's in the system if you increase the BTU's on the heater to a 120k as it needs a bigger fan. According to the company I have been in contact with, they recommend the following set up. For the condenser a ********, furnace ************, and for coil 4TXCD063. I have only been able to speak with them as I have not had any available time to meet at my home and they have not inspected the home so this is a preliminary setup with out physical inspection.
I really hope you really have the interests for customer service as I was told before I purchased my home and that we can come to a fair resolution.
Business Response /* ****** ** 2015/01/12) */
Consumer Response /* ****** *** 2015/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know where this guy is getting his information, but he has beed very misinformed. He isn't even on the right track on the conversation. All this letter is doing is calling me a liar, where does he have the audacity? I NEVER attacked any contractor, on the contraire when anyone showed up to my house and they were there for a longer time I offered food and water. There were times that I did mention to some contractors that the work needed to be done correctly and if they couldn't do it to get someone else, I'm in all my right to demand that. Again, I bought a "Carefree" Home to avoid all of the issues I am having. The condenser is being put on the roof as part of the repair because it has never worked properly, it was on my walk through list for crying out loud! Is this what you consider "timely" as the attorney is stating? Again if there were any delays its because Carefree has been dragging their feet. Whenever I gave them a deadline for completion, it wasn't met. Whenever ***** the operations manager set a deadline, he himself did not meet his deadline, so don't come telling me that I'm the one at fault. There were more than two times that I wrote to ***** to tell him about stuff not getting done, then ***** would tell ***** to get it done and it did. This is one of the primary reasons why I wanted to meet with *****.
I believe everything in my is within reason. Nothing was addressed except that the house is out of warranty and that its all my fault and a liar. As I mentioned before, it was brought to my attention before I purchase the house that ***** took care of people even outside of the home warranty. And yes, I do need the certificates I stated on my original letter, this house has been wrongfully certified and I need something on the back rock wall.
Again, Carefrees response has been nothing but a waste of time. It's not that hard, fix my stuff so I can be satisfied with my purchase and Carefree isn't making a liar of thier salesforce.
I look forward to having Carefree work with me, not against me.
Final Business Response /* ****** *** 2015/01/19) */
Final Consumer Response /* ****** *** 2015/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before I accept Carefrees resolution I would like to get clarification that they are agreeing to fix all my issues properly. I need for Carefree to list every item submitted and next to it state "will repair properly", or "will perform action" or something similar. Also, I need to know if they will be replacing my HVAC completely or going to fulfill my requests to be compensated. I understand they typically would not compensate for time, but the amount of income I lost becuse of Carefrees was excessive. I'm really asking for a drop in the bucket.
The reson I want clarification is that I've been down the road with them that they tell me they will be fixing an issue and it either doesn't get fixed, or it gets a "band aid" of a repair. I'm looking out for my time.