ComplaintsforWindmill Homes, LLC

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/20/2022 bought a new house from windmill homes for $671,000. Multiple issues with the house. Missing light fixtures, no glass in cabenits, missing all extior window screens, broken doors, fixtures ripped out of the walls, boubled walls, missing trim, paint all over the floors, open heating vents covered by carpet, mismatching cabinets. Horrible customer service. Warranty service keeps saying they will be out this week to start fixing stuff but never shows up week after week. We think that windmill homes stole parts out of our house to finish homes that were being built at the same time. To get them on the market since our house was sold. We would like your help to get our house fixed, to warn other buyers of windmill homes terrible service and incomplete homes. We wouldn't have bought this house incomplete if it wasn't for us being homeless and our interest rate lock expiring the day after closing.

  

  Business response

  02/17/2023

  As of Friday, February 17th all items of concern should be completed.  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I purchased a new home from Windmill Homes in ********, CO March 3, 2022. This is a brand-new home, and we are experiencing extensive ice forming on the inside of our home. It's not with one or two windows but every window on the main floor. The ice will form from the bottom of the windows. Grows to around 5 inch's high and over 1/2-inch thick. I would understand this happing on an older home were the windows maybe have worn out some, but we are the first owners and a house build in 2022 should be able to withstand the elements in which it is built. I've call out town government office and they are sending out an inspector, but I worry he or she will not know enough about windows and if we received poor quality windows during last year major shortage. I've raised the concern with the builder, but they do not see this as a problem. I know many others in the neighborhood who purchased around the sometime we did are also having the same issue but people who purchase 12-24 before us are not. So this is not something I or we are doing but a problem with the home/windows. Trying to get any assistance on top of my efforts. Thank you- ****

  

  Business response

  01/17/2023

  Windmill Homes is in contact with the homeowner, window manufacturer, and installer to coordinate a time to meet and evaluate the concern.  

  Customer response

  01/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business and find that this first step acceptable. Appreciate your assistance.
  
  Regards,
  
  ******* *****

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Front steps concrete patch work is extremely poor workmanship, I've sent emails regarding the subpar quality response was its patch work. This is the 1st thing everyone sees and its an eye sore I'm very un happy with the workmanship. I asking for this repair to be fixed correctly regardless of cost if the front steps need be removed so be it. The steps are starting to separate from the porch this is only going to progress as the house settles this issue is now a critical path issue. Urgent matter due to winter being around the corner. Tile is still not done Carpet still not done the cracked window just got done after 7 months the replacement window is damaged another window has been ordered. flooring still not done

  

  Business response

  10/26/2022

  Builder is in touch with homeowner regarding concerns.  Buyers have responded to the builder suggestions for repair and confirmed availability. 

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home from Windmill Homes in June 2019. We still have items from our original "blue tape walkthrough" inspection that have yet to be resolved, but this complaint is primarily about 2 particular issues that we discovered after moving in: the rear sliding door which was installed improperly and one small portion of the basement floor. The rear sliding door somehow managed to get installed curved, which causes some significant problems with temperature changes. We have noted gaps around the perimeter of the interior of the door that can grow to 1/4" and then close within the same day; the gaps in the trim on the outside of the door have gotten as big as 3/4". The door also sticks horribly when the weather is either too cold or too hot, and frequently in winter the seal between the two panel of the door doesn't close all the way and frost gets inside. We have spoken with two warranty representatives and their contractors about the problem and were told "they would fix it" but 6 months later haven't heard anything back. The basement slab was poured very poorly in one corner of the basement, so there are noticeable waves in the floor. An independent inspector has looked at it and assured me that it was caused by poor workmanship and not by settlement issues. Just like the sliding door, I have been told by two warranty reps that it would be fixed. One of them brought his concrete provider on site and the three of us discussed how he was going to use self-leveling cement to smooth out the area, and even though it wouldn't be perfectly level, it would at least be smooth. Also, just like the sliding door, I haven't heard anything in 6 months. This complaint is my last-ditch effort to avoid having to hire a lawyer.

  

  Business response

  04/15/2022

  Windmill Homes will reassess the sliding glass door and the concrete vendor will be in contact with the homeowner regarding the basement.

  Customer response

  05/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Please note that this acceptance is tentative until the discussed repairs have been completed, as this business has, on multiple occasions in the past, acknowledged the defects but failed to follow through on the fixes.
  
  Regards,
  
  ****** *********

  

  Business response

  05/20/2022

  We look forward to completing the agreed upon items and closing the complaint.  

  Customer response

  05/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *********

  Customer response

  05/31/2022

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

  Please reopen this complaint as the business has rescinded their commitment to fix the issue. After providing photographic evidence and having the warranty representative inspect the poor workmanship, he decided that they won't fix it because even though the door requires more than 4 times as much force to open and close at 90 degrees ambient temperature compared to 50 degrees ambient temperature, the door is "fully functional" because it doesn't come to a complete stop in the middle.

  

  Business response

  06/07/2022

  Agreed upon items have been completed.  The sliding glass door has been deemed non-actionable, builder can provide a video of the slider working without issue in an MP4 file type.

   

   

  Customer response

  06/07/2022

  Complaint: ********
  
  I am rejecting this response because:
  As shown in the video and pictures, the workmanship of the door installation and function is not acceptable, and the business's refusal to remedy constitutes a breach of contract. Furthermore, the warranty representative stated that the poor build quality was "actually pretty good for this neighborhood" which establishes a pattern of poor workmanship.
  
  Regards,
  ****** *********

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Windmill Home 9/11/20. We've had multiple issues with this company honoring warranty items, most recently our driveway. I had 2 concrete contractors assess the issue and both stated the holes are from the framing contractors that Windmill Homes hired to frame our house. We've contacted the builder multiple times regarding this issue, however they reply back with "this is wear & tear, unless you can prove our contractors did this, we will not be out to assess the wear and tear of your concrete, however you can fix this issue at your expense." They went on to say that a photo or video of their contractors is required for proof and that since these holes were not addressed in the original home inspection that it's not covered. I asked the 2 contractors why these holes recently appeared and they both explained that the holes form after rain. They showed me the spray pattern which is consistent with a nail gun and they've seen this on multiple Windmill Homes.

  

  Business response

  09/10/2021

  Mrs. ****** first alerted us to her concern with the dents in the driveway on 8/24. Contrary to her claim that she has contacted our Warranty Department multiple times regarding this particular issue, we have emails confirming that this is the first time we’d received any notice that she was concerned with the concrete work on her driveway. In her 8/24 email, Mrs. ****** claimed that, “most of the driveway has nail holes from your contractor when they used the drive way to nail the wood frame of our house together. We have multiple lines of holes in our driveway that have started to appear and will need to be addressed. They are very obvious and deep holes. We will not accept patchwork as this will not match the driveway and will look awful.” Our response to Mrs. ****** explained that concrete work is not covered under the Windmill Homes Warranty and is a homeowner responsibility. In addition, we explained that any possible alleged damage from framing would have been caught and corrected long before the homeowners moved into the home, and that this was a fundamental misunderstanding of the building process.
  
  Mrs. ****** was given a copy of this Warranty document back in September 2020, at closing, but continues to claim that this issue has been ongoing, in spite of the fact that no requests/notations were made at the Hew Homeowner Orientation/Closing, nor was anything confirmed in the personal Home Inspection report that Mr. and Mrs. ****** received on 6/16/21, a copy of which being provided by Mrs. ****** to Windmill Homes. Her 8/24 email contradicts her own claim that the holes are from framing and confirms that these holes are new (“We have multiple lines of holes in our driveway that have started to appear…”) which is why we directed her to the Warranty document and reaffirmed that cosmetic concrete work is not covered under the Limited Warranty.
  
  Windmill Homes Warranty Team requested documentation to corroborate her claim that our contractors might have caused this but were given three pictures that only further proved that the scaling on the driveway was/is a direct result of natural wear and tear (having resided in the house for nearly a year now) and was not warrantable.
  
  Prior to this BBB complaint, we followed up with Mrs. ****** on 9/2 and offered to patch the driveway (going above and beyond our own warranty policy) but stated that we were hesitant to offer this solution, as Mrs. ****** had previously declared that she, “will not accept patchwork as this will not match the driveway and will look awful.” We have kept in constant contact with the Mrs. ******; in accordance with the Windmill Homes Homeowner Warranty, Mrs. *****’s claim falls outside of any warrantable request. Should she wish to move forward with Windmill’s offer of patchwork, our warranty team is ready to receive her confirming email request. 

  Customer response

  09/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business.  They claim I made several requests for the concrete to be fixed but I only made one request.  My email to the BBB stated we've had multiple warranty issues with this builder. 
  

  2nd, Windmill Homes never sent us an email on 9/2/2021 as they claim stating they would patch the concrete as they are claiming in their response to the BBB claim.

  After speaking with the two concrete contractors, they reassured me the patch work would be sufficient.  In addition, the holes did not appear until very recently which is why they were not reported with the home inspection was done or during our initial home walkthrough a year ago.  Windmill claims that we are lying and that is simply not true.  Both concrete contractors agreed that the holes can appear much later in time as the concrete settles and endures the elements of our Colorado weather.  They holes are not wear and tear as they claim.  Windmill Homes is a very dishonest builder that lies and hides behind emails until you file a claim.  Windmill Homes also hires contractors that are not equipped to build homes and are left unsupervised for most of the build.  They do not check on their houses so they have no idea what goes on during the build.  

  I will accept windmills offer to patch the concrete holes that are all over my driveway.

  Regards,
  
  ******* ******

   

  Customer response

  10/06/2021

  We have already given Windmill Clarification multiple times now.  Last clarification was sent on 9/30/21.  While the repair is not a permanent fix and its not what we'd prefer, we will accept the patch/repair as a sufficient repair.

  I was told this would be scheduled and we still have not received any scheduled repair as of 10/6/2021.

  Thank you,

  ******* and *** ******

  

  Business response

  10/26/2021

  Windmill Homes has been in communication throughout this process with the homeowner and offered multiple repair dates, but was not able to come to a mutually agreed upon date until a week prior. to this response The repair date for the driveway (concrete patchwork), while outside of our one-year limited warranty, was agreed upon and set for Thursday, 10/21/21. After the weekend, we have confirmed with our concrete contractor of completion of the patchwork (pictures attached). As per our previous conversation with the homeowner, we have fulfilled our end of the request, and consider the matter concluded. Thank you.

  Customer response

  10/27/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  ******* ******

• Initial Complaint

  06/18/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a home from Windmill Homes in April of 2020. We have experienced a banging noise in the furnace ductwork since we moved in and have tried to resolve it with the builder. The bang is loud enough that it wakes us from a sound sleep, I have a recording. **** ** ****** ******* and Juan Flores at Windmill Homes agreed that the noise was an issue and they made repairs at the end of 2020. The noise returned in March 2021 and was louder and more frequent than before. I reported it to Juan and he sent **** out and **** heard the noise and agreed that the noise was worse and he would get with Juan to discuss the next steps. Our house's warranty is up and the corporate office of Windmill homes is saying that **** has now reported this as a minor noise, my fear is they will not repair it. Juan is no longer responding to any of my emails. Overall our experience with Windmill Homes has been less than pleasant and I would not recommend them.

  

  Business response

  06/18/2021

  Hello *****,

  We feel as though we are trying to come to a resolution with the homeowner, who has been out of warranty for 3 months.  Our vendor has not been able to hear the banging noise, so we asked for a recording.  Shortly after receiving our request, the homeowner sent the complaint saying she has a recording, but has not provided it to us yet.  We are eager to address the issue that are warrantable.

  The correspondence between the homeowner and builder is below:

  ***** ******** ********* ***** ******* **** *** **** **** ** *** ****** ****** ************************** ******** ********* ****************************** *** ***** ***** ********************* ******** *** *** ********* * ******** ***********
  Good Morning *****,
  
  I can imagine that this has been very frustrating for you! Juan and Unique have yet to discover anything that needs repaired on your HVAC system. **** reported that he heard a slight noise but nothing that warranted any repairs. Perhaps you can record the loud noise next time you hear it and we can evaluate it from the recording.
  
  For your windows, Juan said you had some condensation in the corners of two of your windows. Was this a problem that occurred in the winter? Condensation in the windows can be caused by a number of factors and does not necessarily warranty a replacement of the window. Windows are the coldest surface in the home in the winter and the first place for moisture to gather when there is excessive moisture in the air. Newer homes are insulated and sealed so well that in the winter when we leave the windows closed more often, moisture can build up in the home leading to condensation on your windows. Running your exhaust fans in your bathrooms during such times can help eliminate some of this moisture. A humidifier can also be the cause of moisture buildup in the home. If you feel that there is something malfunctioning with the windows, we will need to make another appointment to come see them.
  
  Weather stripping is a homeowner maintenance item. Please see that attached Windmill Home Warranty Agreement and Homeowner Manual for more information.
  
  Thank you,
  The Windmill Home Warranty Team
  
  ***** ***** ***** ************************* ***** ********* **** *** **** ***** ** *** ******** ********* ****************************** *** ***** ***** ********************* ******** *** *** ********* * ******** ***********
  
   Juan has already been here and looked at everything, Juan had ****** *******, a plumber, and the cement guys out.  He was also was supposed to set up appts. with the window installers and have someone come and replace the weather stripping.  I have reached out to Juan in hopes that he will share what he has already done. 
  
  **** from ****** ******* has already been here and heard the noise we are referring to, he was supposed to report back to Juan for the next steps.  The system works, however, it bangs like a gunshot and is disturbing on many levels, and even wakes from a sound sleep.  This is not the first time we have reported this noise and there was one repair done and then the noise came back and it came back worse. I don't want to keep starting over!!! 
  
  It is not our problem as the homeowner that you have poor processes in place to deal with warranty. These things should have already been addressed.
  
  Overall I am disappointed with how difficult this process has been, we purchased a brand new house with a warranty and have fought to get things fixed since we moved in and I am really starting to hate this house and Windmill Homes. I am at the point where my only alternative is to start a claim with the BBB.
  
  I expect an immediate response to this email or I will be contacting the BBB. 
  
  Sincerly, 
  
  ***** *****
  
  ** **** *** *** **** ** ***** ** ******** ********* ****************************** ******

  Good Morning,
  
  We would like to schedule for you project manager to come look at your windows, weather stripping and listen to the furnace. The HVAC company reported that everything seemed to be in working order but we can take another look. We have an open appointment time next Thursday, June 25th between 7am-9am. Please let us know if that works for you.
  
  Thank you!

  Customer response

  06/26/2021

  Complaint: ********
  
  I am rejecting this response because: This noise has been ongoing since we moved into the house in April 2020, it did not just start after the warranty expired.  The vendor did hear it and attempted one repair, but the noise came back.

  When the noise came back the vendor came to the house in March 2021 a month before our warranty was up and heard that it was worse and agreed it should be fixed and would contact Juan Flores with Windmill to start the process.  We waited to hear from Windmill but never received a response until we made additional inquiries.  
  

  We have sent the recording of the noise September 25, 2020, June 23, 2021, and I have also attached it to this response. 

  Regards,
  
  ***** *****

  

  Business response

  07/13/2021

  Good afternoon,

  We have attempted to schedule a time to enter the home 3 times: June 17th via email, June 18th via email, and again today.  The HVAC company has determined there is no issue, Windmill Homes would like the superintendent to observe the noise.  In order to try and remedy the issue, we need to be granted entrance to the home.  

  Thank you,

  Windmill Homes

  Customer response

  07/20/2021

  Complaint: ********
  
  I am rejecting this response because: Set an appointment for July 20th (today) at 7:00 am, Windmill confirmed (email attached), nobody showed up and no one contacted us to let us know. 

  This is very frustrating. Like I stated previously **** from ****** ******* did come out and hear the noise and no one from Windmill showed up that day either. 

  Regards,
  
  ***** *****

  

  Business response

  07/20/2021

  We understand the frustration but just finished the appointment at the home and are actively working towards a solution.

  Thank you,

  Windmill Homes

  Customer response

  07/23/2021

  Complaint: ********
  
  I am rejecting this response because: Windmill had a representative at the house, Scott, Tuesday and Wednesday. The noise has been heard but we have not had any further information sent to us about next steps. 
  
  Regards,
  
  ***** *****

  

  Business response

  07/27/2021

  Good morning,

  Scott is in contact with the homeowner regarding the next steps.  Specifically, we are working with the HVAC company to utilize a camera in hopes of finding a solution.  The camera is in use for most of the week on other job sites; as soon as we have a reservation time and date Scott will contact the homeowners to confirm that we can enter the home with the camera and perform an inspection.

  Thank you,

  Windmill Homes

  Customer response

  07/30/2021

  Complaint: ********
  
  I am rejecting this response because: This is still not a resolution, just more investigation. I am the home owner and I have not heard from Scott since he was here and heard the noise. He did state that he was going to get a camera but I did not know that it would be weeks until he did.  I would like a date of when he will be here with the camera. 
  
  Regards,
  
  ***** *****

  

  Business response

  08/13/2021

  Good afternoon,

  Windmill Homes has been in the buyer's home for 3 days working on a resolution.  As soon as all work is complete, we will respond to the BBB and inform everyone.

  Thank you,

  Windmill Homes

   

  Customer response

  08/13/2021

  Complaint: ********
  
  I am rejecting this response because: I don't want to completely reject the response because Windmill is working on the issue, however I am not ready to accept the response, I will only accept when the work is complete. 
  
  Regards,
  
  ***** *****

  

  Business response

  08/20/2021

  Windmill Homes sent the following on 8/20/2021:

  Dear Ms. *****,
  
  Please allow this email to serve as confirmation that both our HVAC contractor and our Superintendent were out at your house yesterday to review the HVAC issue and attempt to ascertain where the sound might be coming from within the unit. Neither were able to determine the source of the sound; as such, we’ve scheduled a time next week to come back out, where the contractor will need to tear our part of the downstairs bedroom basement wall to get to the plenum box. It is their hope that this will provide them with an explanation (and possible solution) for the sound.  We have the HVAC confirmed to come back out Wednesday, August 25th at 9:30am. Thank you.

  We are diligently working to resolve the buyer's issues.

  Customer response

  08/31/2021

  The builder did come in and replace the duct work, we are now letting the system run to make sure the noise is gone. If it is gone, Windmill still needs to come in and replace the drywall and paint.  Because of the issues we have had in the past, I would like to leave the claim open until we are sure that the noise is gone and all the finish work is complete.

  Windmill is pushing to finish up without verifying the noise is gone and reminded us that we are out of warranty, even though we reported this problem well within the warranty. 

  Customer response

  09/27/2021

  The builder has completed the work and the noise is gone. 

   

   

*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. ↩