ComplaintsforCreekstone Homes Inc

• Initial Complaint

  07/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered and paid for the shower frameless door 5 months ago. The builder didnt install the door and didnt refund the paid funds. Need the money refund asap.

  

  Business response

  08/14/2023

  CreekStone Homes has been and is working to resolve the disputed change order requested. The change order signed by the purchaser, *****************************, February 16, 2023, does not state anywhere shower frameless door, does state Euro Shower Door in master bathroom (clear glass with nickel finish). Purchaser price of complete Euro Glass Shower door is $1,553 ...  This is the only agreement in writing regarding the shower door upgrade. CreekStone has offered ******************** a refund and this refund amount includes compensation for the base shower door and the upgrade payment. In return CreekStone  requests a release agreement be signed by ********************, which excludes coverage for the shower door and resultant issues, as the shower door will be installed by others. ******************** has the release document and the refund amount.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a home from Creekstone and no or very little warranty work has been completed and it has almost been a year since purchase date.

  

  Business response

  08/27/2022

  CreekStone reviewed the uploaded documents, letter, and complaint submitted to the Better Business Bureau by ********************** 
  
  CreekStones customer service department will contact **************** no later than September 3, 2022, to schedule an onsite visit and review. CreekStone will review items documented during the new home orientation and will review all items submitted to **** HBW, not excluded by **** HBW, on or prior to August 26, 2022. This condition is pursuant to the agreements previously signed and agreed to by the parties. All service requests post new home orientation must be submitted to **** HBW.
  
  Following the onsite review, CreekStone will prepare a response regarding the action that will be taken. The response will be issued within 10 business days following the onsite meeting.
  

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April 2021, we went under contract to purchase a house through Creekstone. After several months of delays, we conducted a Punch-list walk on 28 September 2021. The house was officially purchased on 6 October 2021. The same day, we received email correspondence from the Regional Manager, *****, that any incomplete item listed on the punch list will be honored. Over the course of the last 10 months we have had difficulty getting a hold of Creekstone regarding my punch-list items, been given the run-around on how to get the items completed, had items listed as completed multiple time, had items marked as not covered or listed as owner neglect. At this time, I have not received a response to my attempts as communication for 1 monthshortly after all the remaining items were marked as complete despite not being worked.I have included a collection of correspondence (albeit one-way in many cases) over the last 10 months. I obviously cannot include any attempted communication by phone. I have named each document first by the date, to make it easier to follow the timeline of events. All I want is for the builder to finish the work they agreed to almost 1 year ago.

  

  Business response

  08/04/2022

  We are in receipt of **************** customer statement and documents **************** uploaded. The documents total approximately 85 pages. Creekstone apologizes for the inconvenience **************** has experienced and CreekStone will honor our written agreements with **************** and work toward, we hope a satisfactory resolution, this will take a few steps.
  
  Please know that CreekStone Homes may be reached via phone, a number that CreekStone has owned for approximately twenty-five years, **************, and we offer a contact email, **************************************************************. We apologize if voice mail messages were left, or emails sent and CreekStone did not properly respond. We are researching such currently regarding this matter.
  
  A CreekStone Homes representative will contact **************** before August 13, 2022, to schedule an onsite appointment. The appointment and review onsite will take time and will only include items per the documents uploaded.
  
  We will need to review the new home orientation items separately from warranty items referenced.
  
  The warranty items have a specific process in conjunction with **** HBW, following submission the items are evaluated by HBW pursuant to the **** Home Buyers Warrantys booklet titled National New Home Warranty Program, via Section VIII. Construction Performance Guidelines, the booklet is provided at time of the sale and purchase contract prior to closing.
  
  **************** has properly submitted requests to **** HBW previously. The items submitted to **** HBW by ****************, which required builder follow up, now marked complete, will be reviewed during the appointment. If necessary, items will be changed to in-process from complete. If the item was previously excluded by **** HBW, **************** will need to contact **** HBW.

  Customer response

  08/07/2022

   
  Complaint: 17650032
  
  I am rejecting this response because:

  I have reviewed the response from CreekStone Homes and cannot accept it because it is contradictory and underscores the crux of the problem.  There are 3 major problems which all correspond to their business practices that has led us to this point: 1) Failure to communicate, 2) promises which have yet to show substance, and 3) use of the **** HBW to get around their commitments.

  Due to the character limit of the online submission process, I have elaborated on this rejection in the attached document named Complaint-response.pdf.  My objective is simply for Creekstone to address all of my punch-list items like they agreed to on 6 October 2021--not just the ones marked as "complete" in the **** HBW system. 

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

  

  Business response

  08/15/2022

  Apparently CreekStones initial response was not clear regarding CreekStones pending inspection and items to be reviewed. CreekStone, per the previous response, has scheduled a meeting with ****************, at which time Creekstone will inspect all items on the new home orientation list and items submitted to **** HBW, even those marked as Completed within **** HBW. 
  
  If any item is marked as Completed and it is, in fact, not complete we will change the status to In Process." Items on the original orientation list remaining incomplete will be inspected and discussed. Within 7 business days following the inspection, CreekStone will present a proposed solution, including approximate timelines, for each item via written correspondence. Then, following that correspondence and if ****************** in then agreement, CreekStone will work toward resolving the items per the correspondence. 
  
  Our intent is to complete resolve this in a timely fashion, subject to material and labor availability. 
  
  CreekStone will not take any action regarding items excluded by **** HBW and will not inspect these items. If **************** has new items, those need to be submitted to **** HBW.

  Regards 

  CreekStone

  Customer response

  08/15/2022

   
  Complaint: 17650032
  
  I am rejecting this response because:

   

  CreekStones initial response was clear and understood, but like this response specifically states they will not honor new home orientation list items which have been marked as excluded.  I will reiterate that these items are contractual obligations which the regional manager, *****, had also stated on 6 October 2021 that these items would be honored and fixed.  For reference, I have attached that email again to the reply.
  
  
  To be clear, as listed in the attachment of my previous reply, the following new home orientation list items have been marked as excluded.
  
  
  - Crack in back patio slab
  - Drywall under stairs per code
  - Patch around duct work, water lines and line set
  - Repair warped siding east side
  - Repair threshold at front door
  - Caulk and paint nail pops
  - Chip in concrete
  - Repair bathroom - scratches in tub
  - Caulk shlutter at bathroom - where tile wall meets drywall along metal edging
  - Silicon shlutter - metal between drywall and tile was not caulked
  - Remove overspray from windows tear off house
  
  
  The most concerning of these to mare are the broken threshold, which has since been marked as damage and negligence of the home owner and the warped siding which can easily result in water damage.  I will again reinforce that every single item listed above were identified and documented as requiring repair by Creekstone a week before we signed for the house.
  
  
  I have agreed to meet with the current general contractor to review these items, including the items marked as excluded.  I will however continue to reject any assertions in this complaint that Creekstone will not honor the items they agreed upon last October which have since been marked excluded because that is a breach of contract by definition.

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

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The siding and trim that Creekstone put on our house started to fail earlier this year. We filed a claim with the siding manufacturer who came out to our house and did an inspection. The inspection report showed that the siding and trim was installed incorrectly and caused failure. Subsequently, we contacted Creekstone and outlined in detail the issues and suggested resolution. Creekstone refuses to correct or offer any reparations for the improperly installed product since over 10 years has passed since we purchased the home. The problem I have with this reasoning is that the siding and trim is warrantied to last 30 years so failure at 10 years is unacceptable. Further, if the product is installed incorrectly after ******************************************************************* time since construction (every day of the last 10 years). In other words, it was installed incorrectly 10 years ago when they built the house. It just took time for the product to fail due to faulty workmanship which ultimately brought the deficiency to our attention. The siding and trim didnt fail within one year, so we are unable to exercise our rights under a one-year limited warranty. The passage of one year does not release Creekstone from other parts of the contract or prohibit them from doing the right thing. Our Purchase Contract with Creekstone states that the house will be built in compliance with standards set forth in the uniform building code as adopted by El Paso County. The building code clearly states that the manufacturers instructions should be followed and further outlines proper flashing and attachment procedures. The code was clearly not followed in the installation of our siding and trim. Creekstones website says that they take pride in our excellence and are adept communicators. We have given Creekstone a chance to take pride in their work and deliver on their promise of excellence. They have fallen short on both fronts.

  

  Business response

  07/01/2022

  Ms.  AjaDae Trent;
  
  Yesterday, we received an email indicating that CreekStone had not responded customer issue; Case # ********: *******************************. We did respond and I also spoke with you briefly. The emailed response sent June 23, 2022, is below.
  
  Please advise.
  
  ***********************
  
  Begin forwarded message:
  From: *********************** <************************************************************>
  Subject: Re: URGENT BBB Response Required!
  Date: June 23, 2022 at 12:36:54 PM MDT

  
  To: Aja'***************** <************************************>
  
  I returned your phone call and called this day after receiving the email below and accessing the BBB complaint, 17326028.
  
  I viewed the three messages, including the suspension warning dated June 17, 2022, and those messages previously reviewed, prior to the suspension warning. I am not sure what to do regarding the complaint within the BBB website. For example when I view the The BBB has received a complaint about your business email or message, at the bottom the What is next step states The Better Business Bureau is reviewing your message. There is no action for you to take at this time. We will contact you when we next require your input. I am not sure who that applies to and when I view the complaint I get a similar message on the left.
  
  CreekStone Developments response to the complaint is below and is consistent with the response previously sent via ***** Certified Mail, Return Receipt, to **********************. CreekStone Development in response to a letter from **************************************, (Consumer") dated May 12, 2022, responded as follows:
  
  Per El Paso County, ******** records, the Consumer closed on the home September 30, 2011, more than ten years ago. Due to the duration of time since closing, CreekStone will take no action regarding the items and matters described and outlined within the aforementioned letter.
  
  For further information please contact my by phone, ************  
  
  Regards,
  CreekStone Development
  
  
  ***********************
  ************

  Customer response

  07/01/2022

   
  Complaint: 17326028
  
  I am rejecting this response because: I dont think they even read my complaint.  The passage of time does not correct our siding/trim which was installed in violation of El Paso county building code. My contract with Creekstone says that they would build the house in accordance to code.  The passage of time doesnt change that. Bottom line is that they installed it incorrectly and refuse to correct their mistakes. I was hoping that they would want to take pride in their work and stand behind it.  
  
  Sincerely,
  
  *******************************

  

  Business response

  07/06/2022

  We have previously responded to this complaint.

  CreekStone Developments response to the complaint is below and is consistent with the response previously sent via ***** Certified Mail, Return Receipt, to **********************. CreekStone Development in response to a letter from **************************************, (Consumer") dated May 12, 2022, responded as follows:
  
  
  The Response - Per El Paso County, ******** records, the Consumer closed on the home September 30, 2011, more than ten years ago. Due to the duration of time since closing, CreekStone will take no action regarding the items and matters described and outlined within the aforementioned letter.

• Initial Complaint

  06/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Day, BBB, My complaint is similar to those listed. I purchased a home from Creekstone in June of 2019. I've submitted all required paperwork for the 1 year warranty repairs (June 2020). A few small issues were taken care of, but the larger problems have been ignored by the builder. I've contacted Creekstone homes on numerous occasions, and so have several of my neighbors, we never receive a response and no one answers the phone at the corporate office. To start, the paint on the inside of my home is terrible, drywall is exposed throughout the house, there may be one thin layer of paint, it's terrible. The paint on the outside of my home started peeling off within 4 months, it's terrible. The outside doors were not set correctly and/or sealed, wind blows through the cracks. The foundation is cracked on the North and South side of the home. There are so many many things which need to be repaired or replaced.

  

  Business response

  06/17/2021

  Attached please find the Certificate of Occupancy dated 6-13-2019.  This home's warranty expired 6-13-2020.  This is one year past the warranty deadline.  

  Attached please find the original orientation paperwork showing very few outstanding items at time of closing which were all addressed as well as the details of items that are not covered and a brief synopsis of what is considered homeowner maintenance. 

  CreekStone has sent 3 supervisors and countless subcontractors to this home in the past two years.  The items listed in the complaint as outstanding are items that have been inspected and do not require additional attention from CreekStone based on the Residential Construction Performance Guidelines and/or they fall into the Homeowner Maintenance category that are both spelled out within CreekStone contractural paperwork. 

  The items considered outstanding by the homeowner are being sent to Front Line Warranty for a secondary opinion and review.  CreekStone will receive the review and respond accordingly. It is always the intention to finalize all outstanding questions any homeowner may have. 

  

  Business response

  08/30/2021

   

  “ CreekStone has  provided an additional followup site inspection. It is CreekStone’s intention to finalize the current list of concerns. “

  I really feel like the BBB doesn’t understand the home building business. It’s very frustrating. This complaint should be closed. 

  Customer response

  08/31/2021

  
  Complaint: ********
  
  I am rejecting this response because:  I have been very fair with Creekstone, for over a year and a half.  I think whoever wrote that comment was unfair and doesn't understand the problems associated with this house.  It's the same exact list of repairs I submitted initially nothing added, so that proves the work was not done. It doesn't appear Creekstone is interested in quality.  I have several neighbors who can share with you that Creekstone isn't very responsive. The reason I have had so many visits to this house, which by the way is 5 warranty visits, is because warranty people don't stay employed there long enough to get the work completed and each new warranty person has to come out because there is no paper trail.  Which by the way, I have had numerous days of leave because of this, which I don't prefer.  The first warranty manager did have some of the Creekstone sub-contractors complete work, then covid started and I hear she left?  The next warranty manager promised a lot of things but did not have work completed, he was here twice. Then there was the 4th warranty guy, who tried to have my outside doors fixed and the guy got sick, now there is warranty guy #5, and 2 sub-contractors showed up today.  My exterior doors are not set right and I have worked with 2 of the contractors, Rod and Jeff to get them repaired.  Jeff (the contractor) did get the door between the garage and the house fixed finally, because the door wouldn't stay closed without the deadbolt.  The paint job is by far the worst, inside and outside, I complained to both the contractors who built this house.  I am still waiting.  We'll see what happens next.

  Sincerely,
  
  Jan ******

*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. ↩