Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid a deposit to the Vision Group LLC to build our home on land we owned on 8/13/21. The original cost was supposed to be $1,016,000 but we made some upgrades so the final total $1,149,409. Vision told us they build no more than 7 house per year. On our street alone they had ********* under construction at the same time plus other homes in different locations. One of the reasons we signed with Vision was the small number of homes they were going to do. When we finally moved into the house we had to fight with Vision to even clean the construction debris, and dust, despite our contract which said the house would be delivered "finished clean". The house has numerous defects including roof leaks, paint on all the floors, windows & sliding doors. The cabinetry in the kitchen, laundry and bathrooms all have blemishes, paint defects and function poorly. They would not acknowledge the issues with the cabinets, so we went directly to the manufacturer to see if we can get it resolved through them. There are several issues with the swimming pool. They put sod over construction debris. We paid a significant upgraded price to have our front door frosted. On the original paper work for the door it said 4 panel frosted door, then the tiny word filmed was on the paperwork that we signed, we missed the word film, All they did was put a film over clear windows that they got from Amazon and it was done very poorly, twice. We did the original walk thru (it took 6 hours) on 5/4/23 that established a punch list that most still has not been addressed and since moving in we have discovered more poor quality workmanship (roof leaks, door handles falling off, etc..). We try to contact Vision and they do not get back to us. We had another walk thru with one of the owners weeks ago, and nothing resulted from that.We want all our issues addressed and fixed in `a timely manner or reimbursement for repairs we have to make. Attached pictures are just a sample

  Business Response

  Date: 10/04/2023

  The client has been communicated with several times. We have also had attorneys communucate with each other, since there have been numerous times that the client has also not been responsive directly.

   

  Our contract stipulates timelines for construction and their home was completed within the provided timeline when all change orders (14+) along with material and labor supply shortages were accounted for. We communicated these delays to them throughout the process. 

  The Vision Group and our previous company (Vision Homes, LLC) has constructed nearly 500 homes in ******** and Manatee Counties over the past 30 years. We believe this is maybe the 2nd or 3rd complaint we have ever received a complaint like this. We have tried to address all of the punch list items, and in many cases they are completed. The few that remain are items that we have either addressed and the client still chooses to reject, even thou they meet industry standards or they have been unavailable to us.

  As to the "roof leaks"....We have been in the home 3 times to assess leak location and damage to drywall.....there is NONE. We measure the areas of concern with a moisture meter and found ZERO moisture in the ceiling. We believe the homeowner is seeing a shadow line during dark skies that causes him to believe there is an issue. We have offered to come to their home DURING a rain storm, to which they did not respond.

  All in all, we can say that overall our clients are very satisfied with our homes. Obviously the last 2 years have been a very difficult time ins the industry with ***** and the labor/,aterial issues brought on by the Pandemic, made worse by Hurricane ***. As the client states, we had many homes under way on that very same street and we have communicated with all of them the same way with respect to delays and supply line issues. Most have been understanding and have worked to resolve their issues amicably. Unfortunately, this is not the case with this client. To date they have still not released final payment and we intend to enforce our lien rights.

   

  Thank you

   

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20653782
  
  I am rejecting this response because:  As you can see,   these are NOT shadows on the ceilings.   If they are shadows,  why does Vision have plasterers coming to our house on October 11?  *********************, one of the owners, was supposed to come to the house when it was raining  on August 29 - 30th,   he did not show up until August 31. Also,  if you look at the roof repairs,  it looks terrible, Vision claims to be a luxury home builder, this is a million dollar home,   You would  think they would have pride in their product.   ***** also said that he wanted to fix the ceilings before the tiles were put back on the roof so you would be able to tell if there was any more leakage in those areas,  that was  not done.   When the roofers came to put the tiles on, we questioned them because of what ***** told us. ***** then sent an email to us  saying that we REFUSED to let the roofers do the work,  this was not the case.   Also, he came with a heat detection gun,  not a moisture detection gun. The roofers came back the next day to install the tiles.

  We have been available to them to make these fixes,  most of the time at the last minute.  There was once that we told them we could not do this,  our daughter was about to give birth any minute and we were not going to miss this.

  Like every correspondence that we have with Vision,  they pick and choose what they are going to address.   Just like the BBB complaint.  They did not acknowledge the paint all over the floor.   They did not acknowledge the "film" on the front door.  There are many major issues with his house  and plenty of smaller ones that I did not even mention in the complaint.

  We have emails to them just this week asking if the plasterers were going to address an original punch list issue about the seams showing on the lanai ceiling   no response to two emails and when the painting will be done to the interior ceilings to cover the patch, again, no response.  The same thing about the discoloration in the roof.   This is a brand new house, it should not look like that.

  The issues with the cabinets,  Vision said they went above and beyond to fix them.  I had to go through the warranty of the cabinet company to get these addressed.   We still do not know when the work will be done to fix those. I emailed April, Visions designer, several times when trying to put the warranty claim in asking for information for the cabinet people,  no response at all.  If you look at the blue cabinet, this was their fix.   we do not think that was going above or beyond.  The cabinets looks terrible, not luxury home quality. Since this was an issue when we moved in,  shouldn't the builder been responsible for this?  Why did we have to put a warranty claim in?  There are many more  issues with the cabinets.

  My first shower in the house,  the pipes leaked behind the wall, which was fixed the beginning of June,  however the wall was never painted,  they said they did not  have the paint.  It is *************************** Grey Owl paint,  nothing exotic.

  Today, they are pulling our neighbors roof tiles off.

  Also,  in my original complaint,  we were not complaining about how long the house took to be built.   My concern was that we were told they were going to build  seven houses  in a year,  they did  27 in our development alone.   If the house was great,  the time frame would  not have been an issue,  but we have been living here for a few months and can not get them to do anything from our original punch list,  and they will not even address anything else that we have found since we moved in.

  Also,  as far as the 14+change orders,  some of those were on them,  things we ordered, they could not get thus having to have a change order, AND costing us more money.

  We really do not want this to be a he said she said,  but,  you can come to our house and see all the issues that we are talking about. All the emails that they pick and choose what they will answer.

  We just want our house to be what they promised us and what we contractually signed for.
  
  Sincerely,
  
  ***** And ***********************