Complaints

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• Initial Complaint

  Date:21/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 purchased a preowned home (Jan 2022 - there was still new home warranty on the home) that had been built by Juniper West Builders, the previous year. As we were moving in, it was melting outside and we noted the eavestroughs/gutters were leaking several spots. I alerted Juniper West builders that spring and we were told someone would be by in the fall to look at all claims to be addressed under warranty. A repairman came in September 2022 and applied some type of caulking to the leaking areas and told me that it will leak again. In spring of 2024, the same spot was leaking again but now there were several new ones, including a spot over the steps leading to the basement suite. I notified the company again, they sent a different person this time, as they were no longer working with the original eavestrough company. He again applied some type of caulking and by spring(2025), all spots were leaking and new areas were leaking. I contacted company and asked when a permanent fix would be completed. I was told the leaks should be expected and the warranty had expired so it was not their problem to address. I got a quote from another company to fix the gutters properly. It is approx $2,000. I believe Juniper builders should cover 1/2 as they used band aid fixes til warranty expired.

  Business Response

  Date: 26/08/2025

  Good morning, the complainant has recently been in touch with Juniper West Builders regarding this matter. It was suggeted that he contact his warranty provider, ******************** as is typically the process when a home owner has a concern. If ******************* considers this a warrantable claim we would be happy to follow any repairs recommended. Until the proper warranty procedure has been followed we have no further comment at this time. 

  Best regards, 

  Customer Answer

  Date: 26/08/2025

   
  Complaint: 23778005
  
  I am rejecting this response because: I tried contacting ******************** and was not able to get any response as they are the company's ( Juniper West Builders) insurer, not mine. So my only recourse is to go back to Juniper West Builders. ( Also, I am not debating that the warranty period has expired, I acknowledge that. My concern is they made substandard repairs to an issue until the warranty expired and then told me that I should expect the gutters to leak. The gutters were leaking, within less than 2 years ( within the warranty period)  and were never fixed appropriately)
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 28/08/2025

  This is an incorrect statement. The insurance is for the home owner not the builder. If an owner is filing a claim they should be aware of what they are stating and that the statements are accurate.  I spoke to Travelers and they have no previous record of a Claim from this address. 

   

  Customer Answer

  Date: 29/08/2025

   
  Complaint: 23778005
  
  I am rejecting this because: the builder is not being forthright. He knows my new home owners insurance has expired. I'm not debating that. I'm debating the fact that an issue was identified several years ago (the gutters leaking), that should not happen with new gutters. A band aid fix was applied twice ( I was told by the repairman this fix would not last)  and the builder knew full well it wasn't a proper remedy. He is also aware the new home warranty has expired so is sending me to the company to see if the warranty will cover it... which he knows has expired. I did finally reach someone at the insurance company who would talk to me yesterday and they are reviewing the status of the new home warranty ( which I already know has expired) and will reply within 7 days. 

  I will update you with insurance company's response, as soon as I receive it.
  Sincerely,
  
  *** ******

  Business Response

  Date: 15/09/2025

  We have offered our comments on this matter and have nothing further to add. 

  Best regards,