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Consumer Complaints

BBB Accredited Business since 05/06/2014

Building Company Number 7, Inc.

Phone: (615) 785-9029

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
09/15/2014Guarantee / Warranty Issues | Read Complaint Details
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Complaint
Difficulty getting ahold of builder & having warranty services met. Documented attempts to contact builder with no success.
We purchased a new constructed home from Building Company #7. A home warranty was a part of the purchase. We have since attempted to contact **** ****** (owner) numerous times but he has failed to answer our known phone numbers, return any calls, or answer emails. He has given us excuses as to why he hasn't gotten out to our home but after 6 months of continual excuses & failure to appear on the dates he has said he would we have been left with no other option but to contact the BBB. We believe that the owner has our phone numbers saved in his phone & purposefully does not answer them or return them because when we try to call him from a number he is not familiar with he always answers & then he gives us a list of excuses, apologies, & promises that he again fails to honor. We have records of all of our attempts to contact Building Company Number 7. We made a point of doing this. There is ALWAYS someone at the house during normal business hours as my wife is a stay at home mom. We also have given the owner 3 contact numbers to reach us so that there would never be any excuse for him not to be able to contact us. Should any documentation be needed to confirm our claims we are more than happy to provide them.

Desired Settlement
We simply would like for Building Company Number 7 to honor the warranty work that needs to be completed now, as well as any that arises in the future.

Business Response
We have taken care of several items on the customers warranty list. While this may not be to the time line of the client we are committed to resolving warranty issues on or before the 1 year anniversary. Attached is my response as well as our warranty procedures the client should have received at closing. It is our policy to address major problems as they arise and cosmetic items on or before the 1 year anniversary. It is our understanding that the only outstanding items are cosmetic in nature. Email to Client:
**** and ****** Attached is the last email I received (I searched my email, ****** email and admin email) along with the dispositions of each item.I requested an updated email form **** but for some reason or another it didn't not make it to me. Please advise as to whether there are more items or if I am missing some emails/details. Also- attached are our warranty procedures you should have received at closing.After I hear back from you for comfirmation I will be forwarding this to the BBB as well in response to your complaint. Any and all further communication should be via : this email address- ****@************, United States Postal Service - Building Company Number 7, INC. *** **** *** ***** *** ********* *** XXXXX or ********* ************* A phone number of ************ can be used to check the status of any and all warranty appointments.Your call will be returned as soon as is possible.Please be advised we do not accept warranty request via mobile telephone or text message due to the sheer volume of phone calls on those lines during business hours. We are committed to resolving your warrantable issues on or before your one year warranty anniversary. In the event of an emergency you can contact the sub contractor directly. Please note that is it deemed not an emergency or you are determined to be at fault - charges will apply. I want to personally apologize for your feeling that you are being ignored and avoided. We have taken care of any major issues promptly and will continue that. Cosmetic issues are addressed as we have time or on or before the one year warranty anniversary.
1.
Window screen missing form the attic. - Complete
2.
Several of the window screen throughout house stuck & cannot be removed. - Complete
3.Hole
in the master bedroom window screen.- Complete
4.Sulpher
odor in laundry room & bathroom. - Not
warrantable.
5.
Weather stripping not sealing on garage door. Large gaps. Will complete at 1 year warranty appointment.
6.
Hole in driveway. Not warrantable.Builder will repair at 1 year warranty appointment in an effort to create good will.
Still
waiting on the landscapers to arrive to complete the following:
7.
Yard to be graded properly. - Meets or exceeds construction
performance standards.
8.
Concrete to be removed from backyard tree line. Complete.

****
************
Last email and response recieved from client:
1. Window screen missing form the attic. - Complete
2. Several of the window screen throughout house stuck & cannot be removed. - Complete

3.Hole in the master bedroom window screen.- Complete
4.Sulpher odor in laundry room & bathroom. - Not warrantable.
5. Weather stripping not sealing on garage door. Large gaps. Will complete at 1 year warranty appointment.
6. Hole in driveway. Not warrantable.

Still waiting on the landscapers to arrive to complete the following:
7. Yard to be graded properly. - Meets or exceeds construction performance standards.
8. Concrete to be removed from backyard tree line. Complete.

*We will be waiting to have paint/stain/drywall issues addressed @ the 1 year.

Original Message
From: ***************@********* mailto:***************@*********
Sent: Monday, April 14, XXXX XX:XX AM
To: ****@**************************
Subject: Warranty Service Request

Name: **** & ***** ****
Email Address: ***************@*********
Phone: ************ (h) ************ (c) ************ (c)
Address: **** ****** *****
********* ** XXXXX
Repairs:
****,
Per your request, here is a list of the work that is still yet to be done.....

1. Window screen missing form the attic.
2. Several of the window screen throughout house stuck & cannot be removed.

3.Hole in the master bedroom window screen.
4.Sulpher odor in laundry room & bathroom.
5. Weather stripping not sealing on garage door. Large gaps.
6. Hole in driveway.

Still waiting on the landscapers to arrive to complete the following:
7. Yard to be graded properly.
8. Concrete to be removed from backyard tree line.

*We will be waiting to have paint/stain/drywall issues addressed @ the 1 year.

Thank you,
**** & ***** ****
1. Window screen missing form the attic. - Complete
2. Several of the window screen throughout house stuck & cannot be removed. - Complete

3.Hole in the master bedroom window screen.- Complete
4.Sulpher odor in laundry room & bathroom. - Not warrantable.
5. Weather stripping not sealing on garage door. Large gaps. Will complete at 1 year warranty appointment.
6. Hole in driveway. Not warrantable.

Still waiting on the landscapers to arrive to complete the following:
7. Yard to be graded properly. - Meets or exceeds construction performance standards.
8. Concrete to be removed from backyard tree line. Complete.

*We will be waiting to have paint/stain/drywall issues addressed @ the 1 year.

Warranty Procedures:

Homeowners - Please read the following warranty procedures carefully. These procedures are utilized to ensure the highest level of quality service. By signing this, you understand and agree to follow all of Building Company Number 7's warranty procedures.

Warranty:
I have received a copy of Building Company Number 7's warranty. I understand that after closing Building Company Number 7 is not responsible for the following; YARDS (grading, grass, shrubs, watering), GROUT (maintenance of grout is required so it does not chip & crack), PAINT (we will not touch up paint after closing), CAUKLING (which is a maintenance issue), MOTHER NATURE (we are not responsible for the acts of Mother Nature that may damage your home or flood your crawlspace) and any other COSMETIC or Maintenance items. BCN7's warranty is for repairs of defective items only. If you have any questions about what is covered under your warranty, please contact the Office.

30-day Follow-up Appointment:
Once in your new space or home, you may find a few items that need attention. Doors that need adjustment, cable/phone jacks that are not working properly, etc. We ask that you keep a list of non-emergency items that need repairs. After your first 30 days, you must submit the Work Request in writing to Building Company Number 7. Within 5 business days a representative will contact you to set up the appointment time. (Please review the Cancellation Policy below) The Homeowner must be present the entire time and will be required to sign off on completed work. After the 30-day follow-up is performed Building Company Number 7 will address any other non-emergency items at the Year-End Warranty Review. We will not address non-emergency items in between appointments. A service charge may apply if items are found to be caused by homeowner's damage/neglect not defect.

One Year Anniversary Warranty Review:
Year-End Review, you must submit the Work Request in writing to Building Company Number 7 at least two weeks prior to your one year anniversary date listed below. Within five business days a representative will contact you to set up the appointment time. The Homeowner must be present the entire time and will be required to sign off on the completed work. The One Year anniversary date is _____________________.



Warranty Final Review:
Warranty Final Review, you must submit the Work Request in writing to Building Company Number 7 at least two weeks prior to your warranty expiration date listed below. Within five business days a representative will contact you to set up the appointment time. The Homeowner must be present the entire time and will be required to sign off on the completed work. At this time the Warranty will be over. Your Warranty's expiration date is _____________. (Please note that the homeowner is responsible for getting the Work Request to Building Company Number 7 prior to the expiration of the Warranty. Work Request submitted after expiration date may not be accepted.)

Cancellation Policy:
Building Company Number 7 schedules appointment times to try and please homeowners, subcontractors and employees. Therefore we require a 48-hour cancellation notice. Appointments canceled after that time will be considered a "missed" appointment. After two "missed" appointments, you warranty will either (i) be fulfilled at the One Year Review or (ii) will be considered completed if that was your Warranty Final Review.

Past Due Appointments & Unresponsiveness:
It is important to Building Company Number 7 that we receiv


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been contacted by **** ****** this afternoon stating that he will be sending someone out tomorrow morning to fix an issue we have with the brick & mortar. There are still a few other outstanding work orders that need to be completed, as he had told us in the past that they would be scheduled but have yet to have been. It was an understanding amongst all of us that these issues were to be resolved shortly. After several months we're still waiting. I'd also like to note that we have made several attempts to email our warranty requests to BC#7 through the warranty link on the website as well as through the email address ****@************************** long after the email dated April 14, 2014.

Finally, below please find the email response we submitted to Building Company #7 in response to the email he sent to us on Aug. 14, 2014.

Subject: Re: FW: Warranty Service Request
From: *************** <***************@*********>
To: "****@************" <****@************>
Content-Type: multipart/alternative; boundary=14dae94ee0d74fc8fXXXXXdXXXXX

14dae94ee0d74fc8fXXXXXdXXXXX
Content-Type: text/plain; charset=UTF-8
Content-Transfer-Encoding: quoted-printable

Please find below a list of the outstanding work orders that are still yet
to be completed.

1. Vinyl repair on sliding glass door.
2. Brick & mortar repair/missing around large front window & septic clean
out.
3. Weather stripping not sealing around garage door.
4. Sulphur odor throughout the house. Not sure if it's due to a vent pipe
or what?

As we've discussed in the past, we have elected to wait on all drywall,
paint, & stain repairs/touch ups until our 1 year warranty appointment.

Thank you,
**** & ***** ****


Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
We have always been told to submit warranty requests through the warranty link on the company's website. We did so but after failure to have anybody contact us, we began trying to contacting the owner, **** ******* via email, text message, & phone, as well. All which proved to be near impossible.
As BC#7 stated above, ***** did come out this last week & apply mortar along the window & septic clean out area. He also worked on the garage door. However, there are still a couple other matters that needed to be resolved.
After several months of receiving promise after promise to address these issues & the failure to follow through or in most cases, not even being acknowledged & having our calls screened, we've grown tired of waiting on BC#7 to live up to their claims of integrity. Adding to this, the inconvenience it brings to our lives to sit around the house all day waiting on someone to show up, like they were supposed to, only to have no one show is unacceptable. For these reasons we wish to keep our complaint open until the remaining issues are fully resolved.

Final Business Response
We are in compliance with standard warranty procedures and are completing all warrantable items.Odors are not caused by workmanship, are subjective and are not warrantable. In new homes it is not uncommon to have "off gasing" of new products installed in homes. These include but are not limited to carpet, paint and varnishes and flooring etc. As stated previously, in an effort to create good will, we are having the plumber to contact the homeowner as their schedule allows. In addition, we are looking at other unrelated items that were not turned into our company per policy as a courtesy.

05/05/2014Problems with Product / Service | Read Complaint Details
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Complaint
Company will not begin three month home warranty signed during home buying process. It has been close to nine months.
I have attempted to get in contact with Building Company Number Seven on numerous occasions, through email and phone. Several messages have been left. We started around the three and a half month mark to start on our home warranty request, but were not contacted back for another month and a half. The company said they were going to work on it, but we did not hear from them until my realtor contacted Building Company Number Seven. An email was sent to us saying they were backed up and we would be handled as soon as they caught up. This was roughly seven months after the initial request. No response was given for another two months. I contacted and finally got in touch with the owner of the business, ****, on a Wednesday. He said that he would call me back on a Friday to set up times for contractors to come out and fix our warranty requests. We have yet to hear from him again, after multiple calls, and it has been close to another month. So, nine months after we purchased our house, we have still not had our three month warranty that was signed during our home buying experience.

Desired Settlement
I would like our warranty requests to be met. If I need to hire a contractor to complete the work, so be it, as long as I can be reimbursed. But, I would like the warranty request to be completed.

Business Response
We are committed to closing out ** ***** warranty issues. We did schedule an appt. and no one was at home at the scheduled time for this appt. While we did have some internal employee issues that exacerbated the delay we have since rectified those issues. At this time we are in communication with *** ***** and we are working on closing out *** ***** warranty claims.

Final Business Response
This is a copy of our warranty procedures. We have a signed copy on file for this client addressing "no shows" and how they are handled.
Warranty Procedures
Homeowners - Please read the following warranty procedures carefully. These procedures are utilized to ensure the highest level of quality service. By signing this, you understand and agree to follow all of Building Company Number 7's warranty procedures.

Warranty:
I have received a copy of Building Company Number 7's warranty. I understand that after closing Building Company Number 7 is not responsible for the following; YARDS (grading, grass, shrubs, watering), GROUT (maintenance of grout is required so it does not chip & crack), PAINT (we will not touch up paint after closing), CAUKLING (which is a maintenance issue), MOTHER NATURE (we are not responsible for the acts of Mother Nature that may damage your home or flood your crawlspace) and any other COSMETIC or Maintenance items. BCN7's warranty is for repairs of defective items only. If you have any questions about what is covered under your warranty, please contact the Office.

30-day Follow-up Appointment:
Once in your new space or home, you may find a few items that need attention. Doors that need adjustment, cable/phone jacks that are not working properly, etc. We ask that you keep a list of non-emergency items that need repairs. After your first 30 days, you must submit the Work Request in writing to Building Company Number 7. Within 5 business days a representative will contact you to set up the appointment time. (Please review the Cancellation Policy below) The Homeowner must be present the entire time and will be required to sign off on completed work. After the 30-day follow-up is performed Building Company Number 7 will address any other non-emergency items at the Year-End Warranty Review. We will not address non-emergency items in between appointments. A service charge may apply if items are found to be caused by homeowner's damage/neglect not defect.

One Year Anniversary Warranty Review:
Year-End Review, you must submit the Work Request in writing to Building Company Number 7 at least two weeks prior to your one year anniversary date listed below. Within five business days a representative will contact you to set up the appointment time. The Homeowner must be present the entire time and will be required to sign off on the completed work. The One Year anniversary date is _____________________.



Warranty Final Review:
Warranty Final Review, you must submit the Work Request in writing to Building Company Number 7 at least two weeks prior to your warranty expiration date listed below. Within five business days a representative will contact you to set up the appointment time. The Homeowner must be present the entire time and will be required to sign off on the completed work. At this time the Warranty will be over. Your Warranty's expiration date is _____________. (Please note that the homeowner is responsible for getting the Work Request to Building Company Number 7 prior to the expiration of the Warranty. Work Request submitted after expiration date may not be accepted.)

Cancellation Policy:
Building Company Number 7 schedules appointment times to try and please homeowners, subcontractors and employees. Therefore we require a 48-hour cancellation notice. Appointments canceled after that time will be considered a "missed" appointment. After two "missed" appointments, you warranty will either (i) be fulfilled at the One Year Review or (ii) will be considered completed if that was your Warranty Final Review.

Past Due Appointments & Unresponsiveness:
It is important to Building Company Number 7 that we receive and get your list scheduled in a timely manner. Therefore, 30-day warranty lists are for items found to be defective within the first 30 days of your home. List received after 60 days will be kept on file to be performed at your One Year Review. For year-end reviews, warranty lists received after 14 days may not be accepted. Building Company Number 7 will attempt to contact you to schedule your appointment three times. After the third attempt with no response from the homeowner, Building Company Number 7 will consider the appointment "closed". The list will be kept on file. If it is for the Warranty Final review, the warranty will be "closed" and all work considered done and satisfactory to the homeowner. All attempted calls/emails will be logged in homeowners file.

Important Items:
This warranty is for the original homeowner only and is NOT transferrable between homeowners.
If you have an emergency, such as major plumbing problems, Heat/Air problems or roof leak please contact Building Company Number 7 and subcontractor immediately.
If items submitted for service are not covered, you will receive a certified letter with an explanation
A service charge may be billed to the homeowner if items are found to be caused by homeowner's damage not defect


______________________________ __________________________________
Buyer Buyer


*** BY SIGNING THE WARRANTY PROCEDURES, BOTH THE CUSTOMER & BUILDING COMPANY NUMBER 7 CONSIDER THE HOME TO BE COMPLETE & TO THE CUSTOMERS SATIFICATION. IT ALSO CONSTITUTES ACCEPTANCE OF DIMENSIONS, MATERIALS, COLORS, AND/OR PRODUCTS USED IN CONSTRUCTION PROCESS AND THAT NOTHING ELSE IS LACKING CONCERNING SIZE, SHAPE, MATERIALS, PRODUCTS, COLORS, PLANS, AND SPECIFICATIONS, SITE CONDITIONS, PRESENT OR FUTURE***

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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