BBB Accredited Business since
Phone: (717) 569-5761 Fax: (717) 560-9165 15 Meadow Ln, Lancaster, PA 17601
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A BBB Accredited Business since
BBB has determined that Hess Home Builders, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Hess Home Builders, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Office of the Attorney General-PA
Strawberry Square, 14th Floor, Harrisburg PA 17120
Phone Number: 800-441-2555
The number is PA004357.
Type of Entity
Business ManagementMr. Randy Hess, President/CEO Ms. Sheryl Quickel, Treasurer
Alternate Business NamesHess Construction Precision Wall And Truss
15 Meadow Ln
Lancaster, PA 17601 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: Hess Home Builders built our brand new home without providing an itemized bill, then we found they cut many corners in the house. They charged us for building two full bathrooms and the first day we moved in we found the lower bathroom was and is still gurgling. The commode is very low every time when the other bathroom, kitchen or laundry room is being used at the same time. The toilet paper is pushed out through the sewage pipe vent to the front yard from time to time. Actually, only one bath is operating properly. We reported to them many times, Hess finally paid ****** *********** to inspect the plumbing problem with a camera. Unfortunately, their camera went blank for 3 in different spots. ****** didn't go up to the roof to test the venting either. So ******'s inspection is not finished, we told Hess right away the same day when ****** inspected. We asked for another inspection. We had to schedule **** ****** to come to do the thorough test that ****** didn't complete the following week. At the same time, we called Hess to come out to meet **** ****** to confirm that a further inspection was just performed and Hess must pay for it. But Hess came and found out the problem can not be located by the camera, therefore, Hess will not pay for it. We can prove with videos, pictures and documents that there is a serious plumbing problem in the house.
Desired Settlement: I. We need an itemized bill for everything Hess spent to build the house. II. A total reimbursement of the last inspection fee of $495.00 by **** ******. III. Partial payment of our water bill for the 6 intensive inspections for the plumbing. Very high volume of water was used to test each time.
Please find our repsonse the the complaint outlined in the attachments. We appreciate your attention and ask that you contact me with any questions you may have.
Thanks you, ***** Hess
Regarding the additional complaint about flooded basement.
Yes, on October 11 2013 following an 8 inch rain event the customers basement took in about 23 inches of water.
We recieved a call from the local Municipality about +/- 3:00 p.m. that the cutomer was on the phone to them to alert them of the flooded basement. We immediately dispatched a crew. The basement was found to have about 23" of water, pumps were installed and the basement was drained by approximately 8:00 that evening.
We also dispatched hvac contractor who subsuquntly replaced the blower and control panel in the air handler because they had been under water. All wet material was removed and dehunidifiers were left with the customer to dry the basment. Techs were scheduled to return Monday a.m. to follow up with necessary repairs. Customer asked us to reschedule for 8:00 on Wednesday via email. Wednesday at 8:00 crew arrived to wrap service work for the flooded basement. The crew was instructed by us to complete some punch list items form previous agreed upon repairs that had previosuly been unable to be scheduled for completion,. Customer would not allow those items to be done so the crew completed what they could relating to the flooding and that was it.
On Sunday October 20 we recieved an email from Customer stating that the damaged parts form the air handler had been removed without their permision and that they wanted them to be returned. The email also stated that they felt that furnace was not functioning as it had previously and that they were planning on obtaining and private inspection to verify condition.
We returned the removed parts that day and repsonded that if there is a performance issue with the furnace to please contact our office or the hvac contractor that did installation as per warranty procedures. The flooding incident was of course unfortunate, we still stand behind the equipment and agian ask that if there is a performance issue to please alert us and we will have it taken care of.
Regarding the plumbing issue I beleive this was discussed at length in the original complaint and response. Any further information required by the Bureau we are happy to provide upon request.
In the interest of obtaining a resolution to the plumbing issue or re-purchase of the home to bring closure to the Cutomer we have offered to pay for a mediation process.
Thank you, ***** Hess
I am rejecting this response because:
Hess has destroyed the value of our house and Hess must buy it back. Please read our attached documents for more detailed information.
Thank you so very much for your patience!
We beleive the comments in the attached rejection ahve been addressed previously in writing and are happy to provide copies of documentation of all efforts to a requesting party. Unfortunatley Customer has repeatedly rejected our offers to remedy issues. We have also offered to pay for local mediation frim of Customers choice in good faith attempt to remedy, Customer has failed to respond to that offer as well.
As a last resort we are offering to purchase the home back for the purchase price plus customers actual closing costs as a gesture of good faith. Customer has demanded purchase price plus 24%. Unfortuantley we feel that the Customer's request coupled with repeated rejections of offers to remedy has exposed a possible true motivation for this chain of events. Our offer stands to purchase the home back and allow all to move on. We also are accepting of any Mediation or Arbitration service that the Customer would agree to and have offered to absorb the cost of such.
Thank you, ***** Hess
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]