ComplaintsforStrongbuilt Homes Ltd

• Initial Complaint

  20/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a duplex at the above mentioned address. I purchased the duplex through a realtor. It is a brand new build. Since the day I moved in I have been trying to get the builder to resolve my concerns. Some of the minor issues have been resolved. The major issues are still outstanding and I have filed a complaint with Progressive Home Warranty. The higher priced more difficult items are apparently not warrantable. I have cement cracking on my driveway and sidewalk, the party wall between the two building is not to standard. I have ice build up on my garage walls in the winter, and on venting in my basement. I have 5 windows with significant scratches on them, Etc. I can send a list of all the issues since move in. Progressive Home Warranty and Strongbuilt Homes have been giving me the runaround and the time it takes to try to resolve these issues has cost me time away from work. I would be so happy if I could talk to someone that could help me get my concerns addressed. I have dozens of pictures including documents from the insurance company. I have video as well. I am not sure which documents to send or how much information I should provide without crashing your system.

  

  Business response

  29/11/2022

  Hello there, 
  
  Please find our response below
  
  Have cement cracking on my driveway and sidewalk - Hairline cracks in concrete are normal and we have offered the house owner that we can have those cracks sealed but she refused we are more then happy to repair the cracks as soon as weather permits. 
  
  
  the party wall Between the two building is not to standard.- Middle party wall is build to the standard code as shown on the blueprint approved by the city of Beaumont and inspected by the city building code officer at the time of framing , insulation and final inspection. 
  
  
  I have ice build up on my garage walls in the winter- If weather stripping has been provided and installed by the builder, it shall be installed to meet the design function. While such
  weather stripping is designed to be compressed, it need not provide a watertight seal. Some snow and water intrusion is
  acceptable. Homeowners are strongly cautioned not to adjust the weight compensation springs, which store considerable force and
  could cause life threatening injuries. Contact professional personnel for service.
  
  and, on venting in my basement.- Venting in the basement is done to the code and no  issue is found during various inspections, however we can have the vents covered with insulation sleeves if the house wants to and give us their  availability. 
  
  
  
   I have 5 windows with significant scratches on them- There are few glass panels those have cosmetic scratches on them we already have those in production waiting for the exact date the vendor is expecting those to be ready in Dec so as soon as the weather permits we will replace those 
  Thanks and Regards,
  ******** ******
  _______________________________
  
  Strongbuilt Homes Ltd.
  

  
  

  Customer response

  01/12/2022

  
  Complaint: 18254405
  
  I am rejecting this response because:

   

  Have cement cracking on my driveway and sidewalk - Hairline cracks in concrete are normal and we have offered the house owner that we can have those cracks sealed but she refused we are more then happy to repair the cracks as soon as weather permits. It is not a hairline crack. There is nothing under the cement supporting the cement. there is some sand and unprepared ground beneath the cement.  The cement crack on the side walk is the thickness of a loonie and getting bigger. The cement is sagging on the sidewalk. The driveway has two new cracks forming. This was pointed out earlier in the summer.  I have had many conversations with **** about this and have demonstrated to her there is nothing holding the cement.  She was in agreement with me and said she would talk to her boss.
  
  
  the party wall Between the two building is not to standard.- Middle party wall is build to the standard code as shown on the blueprint approved by the city of Beaumont and inspected by the city building code officer at the time of framing , insulation and final inspection. The party wall is not to standard if you can hear everything on the other side of the wall from snoring, other bedroom activities,  opening and closing draws, people peeing, the sound of the toilet flushing, people having conversations, chairs moving on the floor, door bell ringing, garbage door opening and closing, people walking up and down stairs, washing machine running, etc. I do not think this is to standard. This has not been properly addressed by builder or Progressive Home Warranty. ( My daughter lives in a condo priced at 180,000 and she does not hear her neighbours.) There is something terribly wrong here.

  I have ice build up on my garage walls in the winter- If weather stripping has been provided and installed by the builder, it shall be installed to meet the design function. While such
  

  weather stripping is designed to be compressed, it need not provide a watertight seal. Some snow and water intrusion is
  acceptable. Homeowners are strongly cautioned not to adjust the weight compensation springs, which store considerable force and
  could cause life threatening injuries. Contact professional personnel for service. This issue has not been addressed by builder or Progressive Home Warranty.  **** indicated to me that the seal needs to be replaced and this has not happened. She noted that water collects in the seal which leaks under the door and causes condensation build up and has frozen my garage door to the cement. 
  
  and, on venting in my basement.- Venting in the basement is done to the code and no  issue is found during various inspections, however we can have the vents covered with insulation sleeves if the house wants to and give us their  availability. The venting in the house is a fire hazard as the dryer vent runs more that 50 feet with 9 elbows to the exit. I am not sure how a person is to clean this length of venting. Code is to run venting out the closest exit out of the building. Condensation build up on the pipes in the basement is an issue and I have told the builder many times I would like the vents insulated. In addition to venting the person that fixes the concern in the attic also suggested that there should be additional venting about the laundry room. He said he would advise his boss of this.
  
  
  
   I have 5 windows with significant scratches on them- There are few glass panels those have cosmetic scratches on them we already have those in production waiting for the exact date the vendor is expecting those to be ready in Dec so as soon as the weather permits we will replace those I have three windows being fixed. Fancy windows called and said they were ready. I have not heard from the installer yet.

   

  These are all of the issues that I have had with this house since move in day and some are still not addressed. 

  my house it was filthy, I spent 14 hours walking and scraping cement and mud off of the basement floor

  Ceiling was leaking in the laundry room.

  Central  vac was to be roughed in and I had numerous issues with the pipe not being connected and the electrical wires not connected. In addition I asked that the vac be vented outside and it was vented in the garage. I still cannot vacuum my main floor completely as I need one more outlet.

  The drain was missing in the garage

  The windows were not cleaned 

  there were stains and paint splatter on the floor which I cleaned

  Cupboard board was broken 

  Shelving was missing 

  Ceiling was damaged from a header put over the cupboards

  I had to pay additional 600.00 for washable paint

  Fishing touches such a counter tops and tiles were limited.

  The gas line for my gas stove was not installed properly. My stove stuck out a few inches

  The covers for the pluming RE:  the fridge and washer and dryer are still not installed. No drain cover in the laundry room

  The jacuzzi pump did not work there were parts missing

  Small cracks in both bath tubs

  Dry wall cracking in the main floor bathroom

  hanger rods had to be adjusted

  cracked tile on the fireplace

  hot water tank breaker trips

  draft and water leaking under front door

  They refuse to give the garage door another coat of paint as you can see white spots, given poor coverage

  They refuse to paint front door with second coat

  They refuse to paint back door so it matches the front door.

  They refuse to paint nail holes and dry wall touch ups for one year. 

   

  I have tried numerous times to set up a meeting with the builder boss to discuss my concerns. This has never happened.  **** has been to my house numerous times to discuss my concerns, I have learned she is very good at telling you what you want to hear and does not follow through with requests. She has made numerous promises and nothing comes of her false promises.

   

  I have talked to a number of my neighbours and they are also very frustrated with StrongBuilt Homes. They have outstanding concerns with cement etc.  

   

  Buying a new home is supposed to be a happy time. Due to all of the issues, and I am sure I missed something on the list. It has contributed to me missing time from work due to having to be home each time a contractor comes in. It has also affected my well being. I feel like I have been treated poorly and unfairly by this builder and progressive home warranty.  They do not return calls and like I said make false promises and pass the buck.

   

  All I have wanted is for my issues to be dealt with. And to be happy in my home.

  Sincerely,

  
  ***** *********

  

  Business response

  12/12/2022

  I have cement cracking on my driveway and sidewalk - Hairline cracks in concrete are normal and we have offered the house owner that we can have those cracks sealed but she refused we are more then happy to repair the cracks as soon as weather permits. It is not a hairline crack. There is nothing under the cement supporting the cement. there is some sand and unprepared ground beneath the cement.  The cement crack on the side walk is the thickness of a loonie and getting bigger. The cement is sagging on the sidewalk. The driveway has two new cracks forming. This was pointed out earlier in the summer.  I have had many conversations with **** about this and have demonstrated to her there is nothing holding the cement.  She was in agreement with me and said she would talk to her boss. - We got this fixed.
  
  
  the party wall Between the two building is not to standard.- Middle party wall is build to the standard code as shown on the blueprint approved by the city of Beaumont and inspected by the city building code officer at the time of framing , insulation and final inspection. The party wall is not to standard if you can hear everything on the other side of the wall from snoring, other bedroom activities,  opening and closing draws, people peeing, the sound of the toilet flushing, people having conversations, chairs moving on the floor, door bell ringing, garbage door opening and closing, people walking up and down stairs, washing machine running, etc. I do not think this is to standard. This has not been properly addressed by builder or Progressive Home Warranty. ( My daughter lives in a condo priced at 180,000 and she does not hear her neighbours.) There is something terribly wrong here.- Its done to standard code.

  
  I have ice build up on my garage walls in the winter- If weather stripping has been provided and installed by the builder, it shall be installed to meet the design function. While such
  weather stripping is designed to be compressed, it need not provide a watertight seal. Some snow and water intrusion is
  acceptable. Homeowners are strongly cautioned not to adjust the weight compensation springs, which store considerable force and
  could cause life threatening injuries. Contact professional personnel for service. This issue has not been addressed by builder or Progressive Home Warranty.  **** indicated to me that the seal needs to be replaced and this has not happened. She noted that water collects in the seal which leaks under the door and causes condensation build up and has frozen my garage door to the cement. - We can get the seal reinstalled as weather permit.
  
  and, on venting in my basement.- Venting in the basement is done to the code and no  issue is found during various inspections, however we can have the vents covered with insulation sleeves if the house wants to and give us their  availability. The venting in the house is a fire hazard as the dryer vent runs more that 50 feet with 9 elbows to the exit. I am not sure how a person is to clean this length of venting. Code is to run venting out the closest exit out of the building. Condensation build up on the pipes in the basement is an issue and I have told the builder many times I would like the vents insulated. In addition to venting the person that fixes the concern in the attic also suggested that there should be additional venting about the laundry room. He said he would advise his boss of this. - We did offered to get it insulated.
  
  
  
   I have 5 windows with significant scratches on them- There are few glass panels those have cosmetic scratches on them we already have those in production waiting for the exact date the vendor is expecting those to be ready in Dec so as soon as the weather permits we will replace those I have three windows being fixed. Fancy windows called and said they were ready. I have not heard from the installer yet.- they will be replaced as weather permits 
   
  These are all of the issues that I have had with this house since moving in day and some are still not addressed. 
  my house it was filthy, I spent 14 hours walking and scraping cement and mud off of the basement floor
  Ceiling was leaking in the laundry room.- Once the house owner reported it has been fixed

  
  Central  vac was to be roughed in and I had numerous issues with the pipe not being connected and the electrical wires not connected. In addition I asked that the vac be vented outside and it was vented in the garage. I still cannot vacuum my main floor completely as I need one more outlet. - We offered to install one more extra plug even though what done is to our standard spec. 
  The drain was missing in the garage- This has been completed from our end
  The windows were not cleaned - We don't do the exterior clean of the house 
  there were stains and paint splatter on the floor which I cleaned- We sent 
  Cupboard board was broken - We replaced / repaired it.
  Shelving was missing - Done to our standard same as our showhome.
  Ceiling was damaged from a header put over the cupboards- We fixed it if it still remains send us picture 
  I had to pay additional 600.00 for washable paint- Yes because you upgraded that from standard paint brand.
  Fishing touches such as counter tops and tiles were limited.- Dont understand this 
  The gas line for my gas stove was not installed properly. My stove stuck out a few inches- Gas line is done following the standard guidelines. 
  The covers for the plumbing RE:  the fridge and washer and dryer are still not installed. No drain cover in the laundry room- We could get those installed 
  The jacuzzi pump did not work there were parts missing- Its working now 
  Small cracks in both bath tubs- we got it fixed, do they still exist ?
  Drywall cracking in the main floor bathroom - do they still exist? If yes please send us a picture to get it fixed.
  hanger rods had to be adjusted- Yes fixed 
  cracked tile on the fireplace - send us picture please 
  hot water tank breaker trips- How many times it tripped ? How often it trips what is your availability to get it fixed.
  Draft and water leaking under front door - We can schedule a service call for that ?
  They refuse to give the garage door another coat of paint as you can see white spots, given poor coverage- We can come and do the touch ups where it shows the white spots  but will not paint the whole garage door
  They refuse to paint front door with second coat- The front door is already primed and painted with double coat we will not do any further paint touch ups to the door 
  They refuse to paint back door so it matches the front door.-  Back door is pvc door which cant be painted if the house owner is talking about the side door we dont paint that we only paint front door for all our properties. 
  They refuse to paint nail holes and dry wall touch ups for one year.  We follow the warranty guidelines to fix any issue and paint does not fall under coverage. 
  
  
  We are to get things done those are covered under warranty but needs client is availability as her only availability is mostly after 5 or on the weekends and that does not work with our vendors.
  Thanks and Regards,
  ******** ******
  _______________________________
  
  Strongbuilt Homes Ltd.
  

  
  

  Customer response

  19/12/2022

  
  Complaint: 18254405
  
  I am rejecting this response because:

   

  I have cement cracking on my driveway and sidewalk -Hairline cracks in concrete are normal and we have offered the house owner that we can have those cracks sealed but she refused we are more then happy to repair the cracks as soon as weather permits.It is not a hairline crack. There is nothing under the cement supporting the cement. there is some sand and unprepared ground beneath the cement.  The cement crack on the side walk is the thickness of a loonie and getting bigger. The cement is sagging on the sidewalk. The driveway has two new cracks forming. This was pointed out earlier in the summer.  I have had many conversations with **** about this and have demonstrated to her there is nothing holding the cement.  She was in agreement with me and said she would talk to her boss.- We got this fixed.

   

  This was not fixed all that was done was sand was packed around the perimeter of the sidewalk and drive way.  Since this was done **** has been over and we demonstrated to her that this issue is not fixed.  The problem is underneath the cement.  **** was in agreement that there is a problem still.  In addition, I have seen how some of the cement has been patched in the neighbourhood and it is unacceptable.  
  
  
  

   

   

  the party wall Between the two building is not to standard.- Middle party wall is build to the standard code as shown on the blueprint approved by the city of Beaumont and inspected by the city building code officer at the time of framing , insulation and final inspection.The party wall is not to standard if you can hear everything on the other side of the wall from snoring, other bedroom activities,  opening and closing draws, people peeing, the sound of the toilet flushing, people having conversations, chairs moving on the floor, door bell ringing, garbage door opening and closing, people walking up and down stairs, washing machine running, etc. I do not think this is to standard. This has not been properly addressed by builder or Progressive Home Warranty. ( My daughter lives in a condo priced at 180,000 and she does not hear her neighbours.) There is something terribly wrong here.- Its done to standard code.

   

  We disagree about what standard means.  This has never been properly assessed by a professional. It is not standard to hear people talking, snoring, etc, between party walls. 

   

  I have ice build up on my garage walls in the winter-If weather stripping has been provided and installed by the builder, it shall be installed to meet the design function. While such

  weather stripping is designed to be compressed, it need not provide a watertight seal. Some snow and water intrusion is

  acceptable. Homeowners are strongly cautioned not to adjust the weight compensation springs, which store considerable force and

  could cause life threatening injuries. Contact professional personnel for service.This issue has not been addressed by builder or Progressive Home Warranty.  **** indicated to me that the seal needs to be replaced and this has not happened. She noted that water collects in the seal which leaks under the door and causes condensation build up and has frozen my garage door to the cement.- We can get the seal reinstalled as weather permit.

   

  I can be available as soon as possible
  
  
  

   

  and, on venting in my basement.- Venting in the basement is done to the code and no  issue is found during various inspections, however we can have the vents covered with insulation sleeves if the house wants to and give us their  availability.The venting in the house is a fire hazard as the dryer vent runs more that 50 feet with 9 elbows to the exit. I am not sure how a person is to clean this length of venting. Code is to run venting out the closest exit out of the building. Condensation build up on the pipes in the basement is an issue and I have told the builder many times I would like the vents insulated. In addition to venting the person that fixes the concern in the attic also suggested that there should be additional venting about the laundry room. He said he would advise his boss of this.- We did offered to get it insulated.

   

  I am available as soon as possible regarding the insulation of the pipes.  This still does not address the venting concerned in the attic. Or that the venting is not to specification of the installation of the appliances. (Dryer or hood fan)
  
  
  

   

   

   

  I have 5 windows with significant scratches on them- There are few glass panels those have cosmetic scratches on them we already have those in production waiting for the exact date the vendor is expecting those to be ready in Dec so as soon as the weather permits we will replace those I have three windows being fixed. Fancy windows called and said they were ready. I have not heard from the installer yet.- they will be replaced as weather permits

   

  The windows have been replaced.  This is a very frustrating process.  It took 6 seperate visits  to have the window inspected and replaced. Each time I have had to take time off work. Most recently I took the day off work for the installation and the installer was a no show.  This cost me a days pay. Each time I have to be home to address these deficiencies I have to take time off work and I have asked **** many times to schedule everything on the same day. This has been a huge issue.  I have lost close to two weeks lost time at work to be home for contractors.
  
  
  

   

  These are all of the issues that I have had with this house since moving in day and some are still not addressed.

  
  
  
  

  my house it was filthy, I spent 14 hours walking and scraping cement and mud off of the basement floor

  
  
  
  

  Ceiling was leaking in the laundry room.- Once the house owner reported it has been fixed

   

   

  Central  vac was to be roughed in and I had numerous issues with the pipe not being connected and the electrical wires not connected. In addition I asked that the vac be vented outside and it was vented in the garage. I still cannot vacuum my main floor completely as I need one more outlet.- We offered to install one more extra plug even though what done is to our standard spec. 

  
  
  
  

  I have been in my house for a year and a half. I have not had anyone call to set up the installation of an addition outlet.

  
  
  
  

  The drain was missing in the garage-This has been completed from our end

  The windows were not cleaned- We don't do the exterior clean of the house

  there were stains and paint splatter on the floor which I cleaned- We sent

  Cupboard board was broken- We replaced / repaired it.

  Shelving was missing- Done to our standard same as our showhome.

  Ceiling was damaged from a header put over the cupboards- We fixed it if it still remains send us picture

  I had to pay additional 600.00 for washable paint- Yes because you upgraded that from standard paint brand. 

  Finishing touches such as counter tops, backsplash and tiles were limited.- Dont understand this

  The gas line for my gas stove was not installed properly. My stove stuck out a few inches- Gas line is done following the standard guidelines.

  The covers for the plumbing RE:  the fridge and washer and dryer are still not installed. No drain cover in the laundry room-We could get those installed

  The jacuzzi pump did not work there were parts missing- Its working now(yes) 

  Small cracks in both bath tubs- we got it fixed,do they still exist ?No

  Drywall cracking in the main floor bathroom- do they still exist? If yes please send us a picture to get it fixed.

  hanger rods had to be adjusted- Yes fixed

  cracked tile on the fireplace- send us picture pleasefixed 

  hot water tank breaker trips- How many times it tripped ? How often it trips what is your availability to get it fixed.It has tripped about 4 times

  Draft and water leaking under front door- We can schedule a service call for that ?Fixed

  They refuse to give the garage door another coat of paint as you can see white spots, given poor coverage-We can come and do the touch ups where it shows the white spots  but will not paint the whole garage door

  They refuse to paint front door with second coat-The front door is already primed and painted with double coat we will not do any further paint touch ups to the door.There is a major scratch on the door when I moved in that was not fixed. This is why I have been asking for the door to be painted. 

  They refuse to paint back door so it matches the front door.-  Back door is pvc door which cant be painted if the house owner is talking about the side door we dont paint that we only paint front door for all our properties. This is poor customer service

  They refuse to paint nail holes and dry wall touch ups for one year.We follow the warranty guidelines to fix any issue and paint does not fall under coverage. (POOOOR Customer service)

   

   

  We are to get things done those are covered under warranty but needs client is availability as her only availability is mostly after 5 or on the weekends and that does not work with our vendors
  
  Sincerely,
  
  ***** *********

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