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:09/12/2022

  Type:Customer Service 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.

  ********* Home Finish Builders build my new home, took possession in May 2017,(start build around September 2016).Less that 1 year that we were in the house, I notice some window backboard to get bubbly and warping.(see photo),Told ********* Finish Home Builders about it and the response from them is they say the window humidity that was dropping down to the baseboard and causing the issue. So for the years after we made certain no water was dropping. Notice that the warping was getting worst and reach out again to the company but from that time to today they're very hard to be able to talk to and denying that they're no issue. I did open one side trim and my expectation was justify as they're no insulation or barely no insulation (I can touch the outside window case and see the white plastic), meaning lots of humid air getting between the framing and window causing the issue. I only open 1 trim but suspect most of the window like that as some room get very cold in winter, and minimum of 6 window on top floor have that issue, and 1 window on lower level also have that issue. Another issue is I notice in the basement the trip and drywall all peeling, and the floating floor at some location is rotten and high trace of mold. I don't know yet were the water come from. I did took a reading with a Moisture Humidity Meter when it's dry and note my results, waiting now for rain day and will do the testing again to try to locate the water source, suspecting the main floor window that have sign on warping or the patio door?? Another issue is the front porch, he finish all with MDF and obviously all bubble and warp, paint peeling, I did send the company several email, several texting, ( I have copy of all), and also try to call but never respond to email, sometime he answer back the text but he's always tied up and never call again. This is on going for years why I reach out to BBB for help, My goal is to have this repair.
  BBB suggest me to fill new complaint VS Lux Warranty.

  Business Response

  Date: 13/12/2022

  Good morning thank you for this opportunity to respond. 

  The homeowner completed our programs online "Help request" on Nov.7th '22, it was clear the complaint items were not structural in nature and that at this time 4+ years into in their coverage only "Major Structural Defects" were covered under their warranty plan. Lux did however conducted a free site inspection of the homeowner's concerns and provided a full report dated Nov. 22'.

  The report offerred observations as well as guidance to moisture control inside the home as well as surface water control outside the home. The report clearly defined the complaint items did not represent Major Structural Defects.

  No additional warranty coverage had been purchased or requested on the home, subsequently there is no warranty coverage available for these items in year 4+ of the coverage plan.

  Kindest regards

  **** *******

  Business Response

  Date: 14/12/2022

  
  
  Dear Better Business Bureau
  Please see pasted below (end enclosed) what the homeowner received
  for a warranty document at purchase.
  These Limitations to the coverage are in large type
  - top of the Front page.
  WHAT’S NOTCOVERED?   Industry warranty
  limitations to keep in mind
  #1 Patent defects - contractual items, (no warranty) they are imperfections
  visible at possession that you either except or make arrangements for.
  #2 First
  year industry warranty performance standards have limitations and can be found
  at Luxwarranty.com
  #3 After year 1. “Major
  Structural Defects” warranty will apply, “leaks are not covered” the coverage is meant for
  severe structural problems only and not for foundation wall leaks, roof leaks, etc.
  
  c. UNIQUE TO LUX  Additional consumer benefits & coverage
  - “Leaks can be covered” : Foundation wall water penetration coverage (5 to 10
  yrs) is available with the use of an approved foundation. Ask your builder, or call the Lux office. -
  Leaks form walls, windows doors (Envelope) Protection is available for 5 to 10
  years directly to homeowners, from Lux
  
  Lux was kind enough to conduct a free inspection
  and create a report. The items of this complaint are simply not major
  structural defects and not covered after the 1st year.
  
  The humidity levels taken in the home at
  inspection identified significantly higher levels of humidity on the top
  floor. Air humidity is highest in warm air which rises. Cold air holds less
  humidity and is heavier.                Humidity damages where much more prevalent in the Master
  bathroom & bedroom.
  The homeowner may consider adjusting the
  ventilation vents in these areas based on usage and purchasing a $10 hygrometer
  to show current and past peak humidity readings.
  
  Lux does not cover less than others, however we make
  a clear effort to advise homeowners what is not covered.  Unfortunately, there is no coverage for this
  problem past year #4 into the home.
  Kindest regards
  **** *******

  Customer Answer

  Date: 14/12/2022

   I am rejecting this response because:
  
  
  Window are not insulated causing the issue. This was verified removing trim around the window, 

  They're no sign of water dripping along the window and window baseboard are clean. and the lower level humidity are ok, and humidity is way heavier then air. Meaning they're high amount of humidity getting in from top floor. 

  They're a reason why it's a code to insulate window in Atlantic Canada.