Complaints

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• Initial Complaint

  Date:19/12/2022

  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.

  Complain: Builder - Fusion Homes, is using very different and ugly bricks than what promised
  
  I booked preconstruction home with Fusion Homes on June 2021. The closing date of the home is 19-Jan-2023. The house is under construction right now.
  
  I noticed that the color of the exterior brick is very different than what we selected from the design studio sample. I selected exterior package WAF-21. But the brick on the house does not match at all with that package. Also the brick does not even match with other house with WAF-21 package in the same community (** ******** St, Kitchener, ON *** ***).
  
  I noticed this first time on 20th-Nov-2022. I did meet the builder representative Brandy L. (*******@***********.com) on the same day. She confirmed that I have exterior package WAF-21 only on my file. She also confirmed, other home "** ******** St, Kitchener, ON *** ***" is also made with WAF-21 package. She will get back to me after talking with her team.
  
  I also did send detailed email with photos of design studio package, another home already build with same package (** ******** St) , and my under-construction home (*** ******** St). In return email, she mentiond "our construction team has done an analysis of your brick compared to other homes with package 21 in our community and they do not feel the difference is notable". Looks like the build is just trying to close the house by making me wait till PDI (Pre-Delivery Inspection), which is not acceptable to me with the current brick color.
  The brick color they placed is just like a concrete brick, gray and very ugly looking. This brick is ruining my lifetime investment.
  I talked with TARION ************************) and they mentioned they can only help after closing. It looks like as we signed.
  As we signed APS, we are on hook to buy home and builder is misusing that to replace exterior. This is very unfair. With help of BBB I need to know if they help me resolve this issue? or guide me the right direction?

  Business Response

  Date: 18/01/2023

  Without Prejudice
  
  Fusion
  Homes has been working directly with our clients and we have already confirmed
  that the correct brick package and brick, was used during construction of this
  home.
  
  There may
  be dust on the bricks due to cutting, but over time it will weather. 
  Further, there is always some variation in the dye lot in brick selection which
  is allowed as per Tarion CPG.
  
  Fusion
  Homes will be working with our brick supplier to discuss dye lot variations. In
  addition, we will work with the client leading up to and after their closing on
  Jan 19/2023 to ensure an understanding of the brick that was installed.
  
  We trust
  the above explanation and the prior confirmation given to the customer is
  sufficient.
  
  Thank you.