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:23/02/2024

  Type:Product 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.

  I BOOKED A PRE SALE TOWNHOUSE FROM STREETSIDE DEVELOPMENTS ** (PARENT COMPANY - QUALIO) IN DECEMBER 2021 BY PAYING A FIVE PERCENT DEPOSIT - CAD $ *****. I PAID ANOTHER FIVE PER CENT DEPOSIT OF CAD $ ***** IN JUNE 2022.THUS, TOTAL DEPOSIT PAID - CAD $ *****.THE DUE DATE FOR COMPLETION WAS JULY 31, 2023. DUE TO FINANCIAL DIFFICULTIES, I COULD NOT RAISE FUNDS FOR THE BALANCE PAYMENT. I APPLIED TO THE DEVELOPER FOR PERMISSION TO ASSIGN AS THE CONTRACT EXPLICITLY STATED - "ASSIGNMENT PERMISSION WILL NOT BE UNREASONABLY DENIED".THE BUILDER DENIED ASSIGNMENT PERMISSION, CANCELLED THE CONTRACT AND FORFEITED MY HARD EARNED MONEY $ *****.THE BUILDER REFUSES TO COMMUNICATE.THIS UNJUST AND UNETHICAL FORFEITURE OF MY TEN PER CENT DEPOSIT HAS BEEN EXTENSIVELY REPORTED BY THE ******* THE ***** AND MAIL NEWSPAPER, VANCOUVER, ** ******** GLOBAL TV DAILY HIVE THE CANADIAN PRESS APPLE NEWS YAHOO NEWS I SEEK REFUND OF MY DEPOSIT CAD $ ***** ALONG WITH INTEREST FROM AUGUST 1, 2023 ONWARDS.THIS BUILDER' S ACTIONS NEEDS TO BE INVESTIGATED AND BLACKLISTED BY BBB.

  Business Response

  Date: 01/03/2024

  Good day ******

  Please find attached our response to the complaint.

  Thank you

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

• Initial Complaint

  Date:25/09/2023

  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.

  I bought a house from ******** ***** and immediately observed several deficiencies which I reported through their website. They were pretty good about fixing most things but there were three issues they continuously sent people to look at all of which agreed they were issues but continued to put off fixing them.One issue was my sinks (photo attached). I paid extra money for undermount sinks and all 5 sinks were installed in a way that the water pours onto the counter putting my house at a high risk for a flood (which is even more concerning as I have already had a flood due to poor workmanship by ********s plumber and my deductible for flood damage is now $5,000 as a result). ******** should have known about this issue as I have a family member that had two floods for this same reason and ******** did the repairs for these floods under warranty.The second issue is my hardwood flooring. As you walk along the flooring it creaks and groans with every step you make and is so loud you can hear somebody walking when youre in a closed room on a different floor. I have attached a ******* link of a video of me walking on the floor in socked feet so you can hear the noise from the floors ********************************************************** The third issue is my shower takes 3 or 4 minutes to get hot water in it despite the sink right beside it only taking seconds.******** dragged their heels on the repair of these issues. I never signed to acknowledge they completed the work and they never told me they had no intention of completing the work and it was the opposite in fact that they led me to believe they would make the repairs. After them not doing any work for a period of time I reached out and was told they deemed the issues were not deficiencies and they would not fix them. I contacted the insurance company that handles home warranties and they told me they would not cover it as I was past the 1 year mark. I believe ******** delayed to void my coverage.

  Business Response

  Date: 27/09/2023

  Please see attached PDF for ******** ***** reply.

  Customer Answer

  Date: 28/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have reviewed ********s response and several of the statements contained in it are factually incorrect. 
  
  For the sink, nobody from ******** ***** ever told me it was not a warrantable issue until recently. In fact, all the people that came out from ******** ***** agreed that it was definitely an issue. I was under the impression it was still going to be fixed until the last couple weeks. As for the statement that not fully turning off the fixture is a user error, I agree with that statement. Not fully closing the fixture is a user error. The fact that not fully closing the fixture would cause a flood is an installation error. Faucets should pour into the sink basin and should never pour onto the counter. User error by not fully closing a fixture should simply be a waste of water, not the cause of a flood. This is poor workmanship as evidenced by the different sinks being different distances away from the sink basin and should be covered under warranty.
  
  
  In regards to the floors, ******** saying the noise could not be detected by a technician when they came out is incorrect. The noise is very evident year round and I have never not been able to create the noise just walking through my house at all times of the year. All of the things they are saying they instructed me to do, they did not instruct me to do and I was not given any direction at this time. That being said, I generally keep my house temperature above 18 degrees and there is nothing I do in my house that would cause an increase in humidity. In the June visit when the technician from Exclusive floors came out I was given instruction in July that said to try to keep the humidity down, they recommended I try keeping fans in my house, and to monitor the situation throughout multiple seasons. I tried this and put several oscillating fans throughout the house and this did not change anything with the floors. Even if it did, it is not reasonable to have to have brand new fans running 24/7 scattered throughout my brand new home. I also did not communicate with ******** for an extended period of time as they instructed me to monitor the situation throughout different seasons which I did with the fans.
  
  
  Additionally, they say they completed repairs. A technician did come out for half a day and did minor repairs on maybe 10 square feet in the house. As you can see in the video I sent, all of the hardwood floors in the house require repairs. To say repairs were completed is completely inaccurate.
  
  
  It is also completely untrue that they received no further communication as I emailed them the videos on February 15th, 2023 and attached videos of me walking on the floors. These videos were sent after monitoring the floors throughout multiple seasons as per their instructions. I never received any reply to this email; however, I discussed this with the warranty manager who attended my house on February 17, 2023 when my house had a major flood due to an error made by ********s plumber. The next several months there was a dispute between ******** ***** and my insurance company over the work to be completed to repair my house and I again brought up the issue in August of 2023 when ******** finally agreed to complete the repairs of my house. At this time I asked them to complete the remainder of the deficiencies in my house at the same time they completed the repair work (as I was still under the impression they intended to fix the obvious deficiencies in my house that they had never told me they had no intention to fix).
  
  
  For the shower, Im not sure what they are saying. Nobody has ever adjusted anything in relation to the shower in the ensuite bathroom. The only thing they did was cleaned sawdust out of the shower head. On one occasion they adjusted something as there was no hot water at all going to the tub which is right beside the shower, but that was not a repair in relation to the shower.
  
  
  Lastly, regarding the coverage. I was aware of my coverage; however, never made a claim with ******************* as ******** ***** NEVER told me they had no intention to fix these deficiencies and on the contrary led me to believe they were going to fix them. Had they definitively told me they would not be fixing them, I would have made a claim immediately. That is why I firmly believe they led me on as the deficiencies are so obvious that they know they would have been required to complete expensive repairs in my house.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 29/09/2023

  ******** ***** keeps records of all warranty claim submissions and technician notes/resolutions. The items expressed by the homeowner were reviewed multiple times by the ******** ***** warranty department within the limited warranty period of the home, and they were denied as they were not warrantable items or resolved as previously outlined. All items from the initial warranty period of this home have been resolved or closed as they were not warrantable, and this information was provided to the homeowner. 

  Customer Answer

  Date: 29/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I would like you to show me formal and definitive documentation you have provided to me that shows I would have been made aware that you were not planning on completing the necessary repairs on my house.

  Nobody ever told me the repairs were not being completed and I was fully under the impression they were still going to be completed.

  Had you made it clear you were not going to complete the repairs, I would have filed a dispute with ******************** however, you led me on to believe you would be completing the necessary repairs and I think ******** did it for the sole purpose of ensuring they would not have to complete the expensive repairs.

  Sincerely,
  
  ***********************

  Business Response

  Date: 04/10/2023

  As stated, ******** ***** documents all warranty claim submissions and their respective denials/completions. The homeowner was provided a customer portal in which all warranty claims were received and communication provided. The records requested by the homeowner will be provided to the homeowner. 
  ******** ***** considers this matter closed as the issues reported to the BBB by the homeowner are outside the limited warranty of the home and they have already been investigated multiple times during the warranty period of the home by ******** *****.  
  
  

  Customer Answer

  Date: 06/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I never checked the home owner portal for a number of reasons:

  1 - it is not user friendly and difficult to navigate; 

  2 - I did not believe I had a need to check it. ******** was fairly responsive to most of my concerns and diligent in fixing the issues I reported as they came up. With these issues, workers kept coming out to look at them and see what they could do and all agreed these were issues. The fact that they kept sending people, everyone agreed these were issues, and nobody told me they wouldnt be fixing them, I was under the impression they would be fixed and did not even consider ******** was secretly not fixing the repairs without telling me;

  3 - The issues are so egregious that I did not think in a million years ******** would try to say they werent a deficiency. Almost everybody that comes into my house comments that on how terrible my floors are and how they are the worst floors they have ever seen. Additionally, my sinks could potentially cause a flood in my house. How a builder that advertises themselves as building high quality homes could say these items are not deficiencies is unfathomable.

  Additionally, I would like to point out that ******** has maintained recently that the issues in my flooring were my fault as a result of the relative humidity in my house. ******** recently had to replace a large portion of the flooring in my house due to a major flood (caused by the poor workmanship of ********s sub-trades). The floors that were replaced dont make any noise so far while the old floors are still squeaky. I find it difficult to believe the relative humidity in my house is high in the exact spots where the old floors are, but post-flood has reduced exactly where the new floors are. This is just additional evidence that there is a major deficiency in how the floors were installed.

  All of these issues are major deficiencies that even a lay person could look at and agree is a significant issue that needs to be corrected. I have asked ******** to put it in writing that the quality of the workmanship in these issues is the quality that ******** ***** would like to be known for and their home buyers can expect in their houses. They wont do this because they know the quality of the work is terrible and should be fixed, but theyre being too cheap to do it.

  ******** ***** led me on the believe they would be fixing these issues to the point that my warranty was voided. Nothing they can say or do will prove otherwise to me and I want these issues fixed.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/10/2023

  While we regret to hear of the disappointment of the homeowner,we would like to reiterate that the concerns raised have been reviewed multiple times, and the decisions regarding these concerns have been communicated with the homeowner through multiple lines of communication.
  
  ******** ***** considers this matter closed, as the issues reported to the BBB by the homeowner are outside the limited warranty of the home.

  Customer Answer

  Date: 13/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The only reason why this matter is outside the limited warranty is because ******** ***** delayed and stalled to take action to purposely put it outside of the time frame of the limited warranty.

   Their work is abysmal and no person in their right mind would think a sink that pours onto the counter is installed correctly. No person would ever think that hardwood floors that freak and groan every step you make are acceptable. And no person would think it should take several minutes to get hot water. ******** ***** stance that this work is acceptable is laughable and they should be ashamed as a company that builds themselves as building high quality homes to have this work associated to their brand.

  They know their work is not high quality nor does it meet an even remotely acceptable standard and that is why nobody from their company ever communicated to me that they were not going to complete this work and instead led me on to believe they would be completing the work. Had they communicated this to me, I would have taken the appropriate action.

  They need to fix their deficiencies. This is not an unreasonable ask on a brand new home.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/09/2023

  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.

  In April 2021, I have signed a contract to buy a house from ******** home. We took possession of the house on September 07, 2023. Due to excitement we didnt notice the imperfections in the home. Within a few days we started noticing that there were issues in the homes, in particular we noticed Water Marks on the Walls everywhere.During our walk though, we were informed about the online portal and was requested to submit the issues on the porta closer to our 3-month inspection. As per there instruction, we updated the portal and waited to submit the issue (around Dec/Jan) along with other problems. The warranty inspector came in January to inspect/ fix issues. He wasnt aware what caused the watermark. He mentioned that he saw the same issue in a few other homes. He requested us to wait for a few weeks, so he can bring his manger to our home for inspection. We received no communication until April, so I started to reach out to them. Warranty manager responded stating that they arent fixing the issue. As supporting document, he sent the following link:**********************************************************************************************. It clearly implies that the mistake is from ********'s end. They continually refused to admit or resolve the issue or provide a valid reason. After numerous emails with warranty team, I have reached out to the General manager and vice president. I received no response from their end. I was informed that they fixed the same issues in other homes because they filed the complaint under the previous warranty manager. We also got the house under the previous warranty manager, but they refused to fix our home. They told us to wash the wall and I tested out in some location and the water **** reappeared. As a Professional Engineer, I always look for the reason and evidence. ******** till date lacked to provide me with a reason for refusal and the upper management didn't even respond to my emails. Hoping to resolve this issue.

  Business Response

  Date: 18/09/2023

  ******** Homes is aware of the submitted item regarding paint from the homeowner, our stance is that the issue does not meet the criteria for a warrantable item under ******** Homes limited Warranty coverage from our onsite investigations. The homeowner has had correspondence with both myself, as the Warranty Manager, and the Director of Operations in regard to this matter to reiterate the belief that this is environmental in nature. ***************************************** ********** has been advised that in cases such as this where there is a disagreement between both parties, the owner has the right at no cost to them, to reach out to their 3rd party warranty provider, and that ******** Homes will act in accordance with their findings. 

  Customer Answer

  Date: 20/11/2023

  Hi *******, 
  Thanks for your email. 
  I am giving my full consent for BBB to reopen the complaint. 
  
  I completely reject qualico development response to my complaint. 
  Here is my response to their answer. 
  
  We have the issue since the day one. *******e can't refuse to fix the issue without giving me the reason for the issue with the proof. People working at *******e are not qualified professionals. Why should I believe their assumption without proof .  They didn't do the investigation at all for more than 6 months. The person who came to our house for first inspection didn't have any clue about the issue. However *******e Straight away, refusing to fix it. Also *******e is promising that every single home is same as their show home. However, I didn't see any surface leaching on the show homes. As the warranty manager told us that they fix the same issue to other houses in the past . They did fix for others while my complain was on their portal. However, they are refusing to fix us. Not sure because we are new immigrants. Until now *******e has not given any proof for the issue. I have shown them the proof from the paint company website that they painted on the wrong time. Also now I am concerned about is there any possibility of health issue due to this surface leaching. I have old people in my home. BTW warranty manager told us that he can't do anything since his top management are refusing to take any action. General manager ******** didn't respond to my email until today. Regional **************************************** did receive my email and haven't responded to me at all. 
  
  
  Please let me know if you need further information. 
  Thank you. 
  
  
  
  Kind regards,
  ******** ********** 

  Business Response

  Date: 21/11/2023

  *******e Homes has reviewed the request and determined it to be environmentally caused. The washing of the walls to remove apparent water marks falls under homeowner maintenance which is beyond the scope of the limited new home warranty coverage provided with the purchase of the home. Repeated attempts have been made to assist the homeowner with measures to mitigate their concerns. We regret to hear the disappointment of the homeowner, however, as the request is outside the limited home warranty, *******e Homes considers the matter closed.

  Customer Answer

  Date: 29/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  
  Thank you, for getting back to me. It's very disappointing that *******e homes are not accepting their mistake and blaming the customer. They have never attempted to resolve the issue other then blaming us for their mistake. I have provided evidence with the website that they initially send to me stating that the water****s appear if painted in an undesired environment.  Here is a screenshot from the paint company website: ( Attachement 1)
  
  However, *******e haven't shown me any proof that the water****s are caused by us. As stated in their e-mail that the water****s are caused by environmental factors, which is directly related to the environmental factors caused by painting in an uncontrolled environment.  This is based on the information that ******** sent us.  Thus is unfair to blame us for their mistake.
  
  We have also noticed that they were painting the house while keeping the windows and doors open, which relates the environmental factors mentioned in their e-mail.  As an organization that prides in providing quality homes, it is their responsibility to mitigate steps to ensure that the homes they deliver are meeting the standard they claim it to be.  It is an expectation as a buyer that *******e will be taken necessary steps to ensure while painting the homes that the Environmental factors are controlled to avoid water****s.  An oversight by them shouldnt be a reason why we receive a home that doesnt meet their standard.  This screen shot is taken directly from their website: (attachment 2)
  
   *******e is separating them from the house once they received the money. It was noted by their own employee not to take possession of the house keys if they don't fix everything before moving in. They mentioned once you take over the house there is a high chance they won't fix the issues. However, during our house possession, their employee didn't allow us to walk through the house, as this was something that was not allowed by them. This was told to use during our inception, by their employee.  Now I am wondering if it is even legal for *******e to deny us from walking through the home before accepting the keys.
  
   Unfortunately, we are not rich enough to buy houses every day. Till this date, *******e hasn't responded to my question why they fixed the same issue for several other homes and not for us?  Are they ************** us for some reason? We paid money to *******e to buy the house just like their other clients?  I am utterly, disappointed that they treat us differently from their other clients, whose houses they fixed, as a result of the water****s.  Also the new warranty manager told me that they used to fix the issue until he took over the role as Warranty manger. He started this role on 2022 Halloween ( October 31, 2022)  and at that time our complain was on their portal. 
  
  I also want to point out that we have clean parts of the house based on the *******es suggestion and the **** reappeared. Also I have informed them about this on my previous message here. 
  
  *******e should at least give me an explanation from a professional that the water****s were caused, as a result of environmental factors from our lifestyle and not from painting the home without controlling environmental factors. If this isn't resolved then I would like to escalate this to the next steps. 
  Sincerely,
  
  ***************************************** **********

  Business Response

  Date: 06/12/2023

  *******e Homes keeps records of all warranty claim submissions and technician notes/resolutions. The items expressed by the homeowner were reviewed multiple times by the *******e Homes warranty department within the limited warranty period of the home, and they were denied as they were not warrantable items or resolved as previously outlined. All items from the initial warranty period of this home have been resolved or closed as they were not warrantable, and this information was provided to the homeowner.  We regret to hear the disappointment of the homeowner,however, as the request is outside the limited home warranty, *******e Homes considers the matter closed.

  Customer Answer

  Date: 12/12/2023

  
  Complaint: ********
  
  I am rejecting the above response from *******e Team for the following reasons:
  In their replies *******e has not  answered any of my questions.one of my questions  was why *******e fixed a few of the other homes and not ours? If its not warrantable then it shouldn't be warrantable for all homes. Why is this discrimination from *******e's end?
  
  
  In their response to us they have shared a website showing evidence that environmental factors cause surface leaching.  From the website link, they shared it clearly states that painting in a proper condition is important to avoid Surface leaching, then how can they say that the environmental factors caused my home owners are the cause of surfactant leaching? I am asking them to provide evidence for their claim that environmental caused by home owners are the cause of  surfactant leaching. 
  
  
   Are they accepting the fact that they provide crappy homes rather than they quality home like advertised? Are they accepting that they are falsely advertising? The builder made mistake and now telling us that is not warrantable without any proof  how is this ethical? How come they fix the issue for others and not for us. *******e Home is not answering my questions and just replicate the previous answers.  I wish BBB to intervene into this and ask  *******e Homes  to give meaning full answers. 
  
  Sincerely,
  
  ***************************************** **********

  Business Response

  Date: 15/12/2023

  *******e Homes keeps records of all warranty claim submissions and technician notes/resolutions. The items expressed by the homeowner were reviewed multiple times by the *******e Homes warranty department within the limited warranty period of the home, and they were denied as they were not warrantable items or resolved as previously outlined. All items from the initial warranty period of this home have been resolved or closed as they were not warrantable, and this information was provided to the homeowner.  We regret to hear the disappointment of the homeowner, however, as the request is outside the limited home warranty, *******e Homes considers the matter close

  Customer Answer

  Date: 22/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  They have simply cut and paste their previous response. It is really unprofessional of them to do this!  
   Very disappointed and unethical of the business to act in an unprofessional manner!  I guess this is another thing that demonstrates their unprofessional business practice.  They should hire someone for customer care that will actually take the time and effort to respond to their clients' questions.
  It looks like they are still responding to avoid the rating to go down from BBB- to C, without the intention of resolving this issue. I completely reject their respond because my questions were not answered.  This is an utter disrespect to me as their client ! 
  
  Sincerely,
  
  ***************************************** **********

• Initial Complaint

  Date:13/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This all started over a year days before possession. Part of the home flooded and was unable to be repaired in time. Costed us 2 months extra of storage for our belongings and 2 months of finding a place to stay. Once completed there has been some warranty issues and one did involve another water pipe blowing off and flooding a room. There has been other issues that we have had to take time off of work to have these issues resolve. The final thing we are missing is an emergency exit stairs in one of our basement windows. I have confirmed with our labour and they also sent a email giving the company permission to see their home to confirm and thee company now requires us to bother another neighbor to get there permission so they could see as well. What's next the whole block? I am getting no where with the warranty manager Pay H****. I would like this issue resolved. ****** **** ** **** ***** *** *** ***** **** **** ********* *** ******