Inability of betenbough homes to respond to warranty requests in a timely fashion as listed in their homeowner manual.
We closed on the purchase of our new home, on 3/28/2013. To find many issues from our final walk through were not resolved or handled properlly. It has been down hill since. When we closed on our home we immediately found the fence was still not repaired or backfilled, as well as a still cracked driveway which we were insured at closing would be resolved promptlly. The fence took right at two months to be resolved, and the driveway took three. Since then we have encountered many issues that most times have taken 60 days to be repaired. According to the betenbough homeowner manual "We intend to complete non-emergency work orders withing 15 workdays of the inspection unless you are unavailable for access. If a back ordered part or similar circumstance causes a delay, we will inform you." We have had very few of the requests we have made be corrected in that time frame. Here is a list of all the issues we have reported, cabinet molding falling down, paint overspray on cabinets, master closet not shutting, master closet door cracked, crooked bathroom light switch, stone on the front of the house missing mortar, all entry doors don't close well, air condinter froze up and water damaged living room, septic tank sinking, screw pops in garage and utility, water leak under kitchen sink, fraying carpet at front door, fence falling down, fence not back filled, cracked driveway, dining room ceiling streaked from painting, and garage entry door bubbled. Most of these issues have been somewhat resolved at this point, but we have found the warranty departments work to be hap hazard at best. Most of these issues were reported to Betenbough within the first fifteen days we lived here and were not fixed until between 60 and 90 days. I count 17 issues which to me is a tremendous amount for a home that is roughlly 90 days old. I have spoken with *** ********** on the phone about these issues, and he would not let you get a word in before he was trying to push me off to someone else, the exact same gentleman I had already been working with on most of these issues, his name is ****** it seemed to me that *** did not care. I expected the service received to meet what was outlined in the homeowner manual. I also want to point out the manual lists a 30 day check up and they actually now perform a 60 day check up. One last thing in reguards to the complaint is that I have heard multiple times that we are really busy in Midland/Odessa, and have even been told you know you are not the only home we have to take care of, we have many other homeowners. These issues and the delayed response, along with the improper repairs have caused us to loose all faith in our new home.
The settlement I am seeking is multiple parts. Me and my wife would like the water damaged carpet in the living room replaced, we would like the dining and living room ceiling painted properlly without streaking, all entry doors hung properlly (not using these black rubber things they added), mold testing performed twice on our home in the next year from water damaged cause by air condtioner, baseboard in utility room adjusted, corner molding in living room repaired from damage caused by baseboard replacement, second driveway square repoured due to damage cause when replacing first square, septic tank back filled correctlly (which is in the works), septic tank checked by licensed septic tank service, the first year warantty extended for one year from the date of when all repairs are properlly made, and Copensation for the roughlly 30 hours I have had to take off of work, spend on the phone, file this complaint to make sure we get the issues in out home correctlly resolved, and the time we back filling the fence which betenbough never did. I would also like to know that we will get better response times in the future.
Business' Initial Response
We are sorry to hear about your discontent with your new home. Our warranty team has worked diligently to address each and every one of your concerns and after our last conversation, we understood that you were happy with your new home. As promised, we will continue to serve you in the manner outlined in our warranty guidelines; but because the nature of many of your requests fall outside of our agreed upon warranty, we will not be able to resolve each issue that you have mentioned. We hope that our efforts will bring you peace in your new home.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this as a valid response. "We are sorry to hear about your discontent with your new home. Our warranty team has worked diligently to address each and every one of your concerns and after our last conversation, we understood that you were happy with your new home. As promised, we will continue to serve you in the manner outlined in our warranty guidelines; but because the nature of many of your requests fall outside of our agreed upon warranty, we will not be able to resolve each issue that you have mentioned. We hope that our efforts will bring you peace in your new home." This response confirms my exact complaint with betenbough homes. When me and my wife last spoke with ***** in our home, she told him she was not happy with the new home, and he offered nothing to help resolve this. He said he would have a carpet expert here on Monday to but the carpet back down in our living room, and advise if it needed replaced. The carpet was but back down, but the carpet expert must not have been much of an expert, because the carpet was not put back down good or correctly it is now fraying at the tile in the entry, as I noted in the original complaint. The carpet in the living room needs replaced as it all seems loose now. When they removed the water damaged base boards from out home, the betenbough rep, damaged some of the tape and bedding on one of the corners, the closet door in the master bedroom is dinged and damaged worse than the first one that they took down. The septic hole that they filled is still not correct and needs several more wheel barrows full of dirt brought in. The driveway is still damaged from where they broke out the first square and got into the second square. The baseboards that were replaced in the utility room one of the corner pieces is protruding out because it is to big. In the mechanical closest in the garage there is a black spot from the water damage that occurred, this is why mold testing is being requested. The septic tank needs to be checked by a licensed septic tank service company as it appears the whole thing has settled and now the sewer line has also moved. I would also like to point out that no Betenbough employee has stepped foot in our backyard to personally look at the septic tank, they looked through a bedroom window due to rain. As per our warranty agreement there is a 6 foot rule, all of these issues can be seen from at least 6 foot, so per our agreement they should be covered. I will say it again the homeowner manual says that issues reported will be resolved within 15 business days, basically. We are going on 4 months having the driveway properly repaired, the mold stain in the garage is over a month out, the carpet was originally reported with the mold damage as well. As a customer I am yet again having to take more time to deal with issues that were not resolved correctly or given the proper care and concern the first time. The funny part is I cannot find anything that deals with sub par repair work by the builder in our warranty manual. I do not expect to continue to have address the same issues over and over again when we are having new issues pop up.
Business' Final Response
BBB received the following response:
"After the last response of ****** ****** we asked him in to have a meeting with him. Myself and ***** **** our Chief Construction Officer. ****** brought a list of demands which were primarily outside of the warranty requirements. To ensure that Mr. ****** had a good experience with Betenbough Homes we decided to go above warranty requirements and meet his demands. To date the only thing left to resolve is a door replacement which we are simply waiting to schedule with him at his convenience. All demands were also met within a two week time frame from the meeting. Attached you will find the list of demands provided by Mr. ****** as well as an initial by him and his wife showing completion of each one except for item #10 the master closet door that we are waiting for his schedule to free up to have it replaced."