Business Profile

Home Builders

Highland Holdings Inc

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Complaints

This profile includes complaints for Highland Holdings Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

30 total complaints in the last 3 years.
11 complaints closed in the last 12 months.

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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:11/22/2024
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.
Dear Better Business Bureau,I am writing to formally file a complaint regarding Highland Homes and the persistent land grading issues with our property that have caused flooding and *****-like conditions in our backyard since we purchased our home in March 2021 ($320,549).My wife and I were initially thrilled to buy our home, and as public-school educators and realtors, we have not only been loyal homeowners but have also referred clients to Highland Homes. However, our excitement has turned to deep disappointment due to the lack of resolution to this ongoing issue. Over the past three years, we have submitted multiple service tickets to Highland Homes regarding the improper grading. Each time, a representative has come out, acknowledged the problem, assured us it would be resolvedand then failed to follow through.This neglect has not only impacted our property but has also deprived our five children of enjoying their backyard, a fundamental aspect of the American dream we hoped to provide for them. For example, in *************, a birthday party held in our backyard became a disaster due to the water backup and mud caused by the grading issue.Despite our patience and faith in Highland Homes, we feel we are being treated with willful disregard. It is disheartening to be ignored by a company we have trusted and even promoted to others. My wife and I are now pleading for assistance in holding Highland Homes accountable. We simply want the company to honor its commitment to address the grading issue and ensure our backyard is usable for our family.We look forward to your guidance and support in resolving this matter.
Business Response
Date: 11/25/2024
Mr. *** has been contacted and a Regional Production Manager from Highland Homes, who oversaw the original project approximately 44 months ago, will be communicating with Mr. *** directly.
Highland Homes
Customer Care Department.
Initial Complaint
Date:11/20/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
We purchased this home on 9/1/23, and as our one-year warranty was nearing expiration, we hired an inspector on 8/16/24. The inspection revealed mold on the ** handler, and it was recommended that we have it tested. We proceeded with the testing, and the results showed elevated levels of four different types of mold in our home. We immediately notified the builder, and after three weeks, ***** Air visited the property. Since then, they have not provided any of the requested information or images. The builder then ceased communication entirely and has taken no action to resolve the issue. Their only solution was to bleach the exterior of the ** handler, which we felt was not a proper fix. Having lived in hotter climates than *******, where ** units are often installed in garages or other hot areas, we never encountered this problem. The explanation that mold is "normal" due to humidity was not acceptable, especially since the mold spores were visibly present inside our home.After continued silence from the builder, we reached out to our homeowners insurance, but they denied the claim. The inspector determined that the mold was caused by poor workmanship and improper installation, as the quality of the work was clearly subpar. Replacing all the ductwork due to a construction defect is not feasible, especially since the issue was caused by the improper installation practices of ***** Air and Highland Homes. If the unit had been installed correctly, we wouldnt be facing this issue.We are requesting that the home be repaired and that both Highland Homes and ***** Air take responsibility for the necessary repairs. Highland Homes has been focused on flooring repairs, but when the flooring vendor became ill from mold exposure and we notified them, they failed to respond. However, weeks after the hurricane, Highland contacted the vendor and falsely claimed that the mold issue had been resolved, despite no communication from them since the end of September.
Business Response
Date: 11/21/2024
Home passed all appropriate inspections and received CO. We educate all our homeowners on proper maintenance for the home and a/c system. Proper maintenance was completed from A/C company. Maintenance is also required by homeowner's in non-conditioned spaces such as garages.

Highland Homes
Customer Care Department.
Customer Answer
Date: 11/21/2024

Complaint: 22585053

I am rejecting this response because:
As homeowners, we have taken all the necessary steps to maintain our new home, including having our AC unit cleaned every six months. However, it is highly unusual for mold to develop on items or anywhere in a brand-new home. It seems that Highland Homes does not fully recognize that the ductwork and AC handler need to be replaced due to improper installation by ***** Air, which was inspected and approved by Highland Homes. This is not a homeowner responsibility, and if we had been informed that our brand-new home would require a new AC handler and ductwork within 11 months, we would not have purchased it. We have provided ample evidence of the issue and are seeking assistance, but no support has been offered, even though mold should not be present in any home.

We appreciate the recent response but are frustrated by the lack of communication and updates over the past several months. Additionally, we are requesting all images taken by ************** during their visit on September 12, 2024, which Highland Homes has refused to provide. This is our home, and we have the right to access all inspection reports and documentation related to it, just as we have shared our findings with you.
Sincerely,

Genesis ******-********
Business Response
Date: 12/03/2024
There is no warrantable or actionable item requirement for current a/c system. Since last inspection, system now functioning properly and maintains coverage under 2/10 ***************************************************************************************** Department
Customer Answer
Date: 12/04/2024

Complaint: 22585053

I am rejecting this response because:
Please provide the requested evidence regarding the A/C system, which was improperly installed as documented in several reports previously shared with Highland. Could you clarify why Highland has not provided this evidence? Additionally, **** ***** of Highland Homes stated that Highland does not conduct mold testing, which implies that mold could have been present at the time of sale. What evidence can you provide to confirm that no mold was present in the home? Lastly, why has Highland informed ******* Flooring that the home has been repaired for mold, which is inaccurate, and instructed them to proceed with flooring repairs, yet failed to communicate this with the homeowners?
We respectfully request that you address these questions and provide the evidence to which we are entitled.
Sincerely,

Genesis ******-********
Initial Complaint
Date:11/18/2024
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 have been having issues with my floors since January 2024 (with my first warranty claim on 1/23/2024). I purchased my home in March 2023. The vinyl flooring is peeling up in several spots throughout my home. I have had the flooring company come to my home 5-10 times to inspect/ repair my floors. The peeling still continues, even in the repaired spots. I have spoke with Highland Homes and the flooring company about this issue several times, stating I would like my floors replaced. Each company blames each other and no one takes responsibility for the issue. Meanwhile, my floors and getting worse. I have called several times with my calls not getting returned and empty promises of call backs. At the end of September, **** from the Highland Homes warranty department and a manager from Stinsons named ******, came to look at the floors in my home. ****** peeled up the floors even more and made them worse. I never heard back from anyone for over a month. When I called Stinsons, they said there was no record of him being here. My floors still arent fixed and are getting worse every day. This is an issue in my Highland Home community with several other homes. Some homes have had the floors replaced but they are refusing some that need it because of budget issues. My home is less than two years old. I dont want to be responsible for paying to have my floors replaced in a new home. This is an issue that needs resolved as soon as possible. I need my vinyl floors completely replaced in my home.
Business Response
Date: 11/21/2024
Highland Homes ************* Technician and ********* flooring is still assisting Ms. **** even after warranty period has expired. ********* is in contact with Ms. **** for a repair.

Highland Homes
************* Department
Initial Complaint
Date:11/12/2024
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.
Home is 2 years old and coming apart and pulling up from floor. Highland Holdings has looked at the flooring over a month ago and told that their flooring company ******* was going to contact me to look at it and replace. I have yet to hear from anyone. We live in a brand new community with a majority of the homeowners having the same issues and trying to get Highland Holdings to do something about the faulty flooring with no success
Business Response
Date: 11/14/2024
Highland Homes ************************ provided full warranty service throughout the allotted time period ending 09-27-23. The ************************ does not have any current open or active warranty request for Mr. ************ We never discourage our homeowners from contacting our ************************ via the warranty website channels of claim filing.
Sincerely,
Highland Homes
************************.

Customer Answer
Date: 11/14/2024

Complaint: 22544451

I am rejecting this response because: ***** has been to my house and stated that I would hear from ******* flooring I have followed up with ***** several times with no response.

Sincerely,

****** *****
Business Response
Date: 11/20/2024
Mr. ***** had never filed a warranty claim during his valid warranty period which expired 09-27-23. The first filed warranty request was 09-12-24. We have requested for ********* Carpet to reach out to Mr. ***** and they have agreed to create dialogue and see if there is anything that can be done per his request. This transparent communication is vital between these two parties based on the 26 month ownership timeline.
Sincerely,
Highland Homes
Customer Care Department.
Initial Complaint
Date:11/01/2024
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.
We are having a problem with the flooring they put down in our home. It is coming up in various locations and there are also stains coming up through the floor from the glue. ***** from ** came out on Sept 12 and a week or two later ******* flooring came out to look. They pulled up a couple of pieces to take photos and check the glue and now those pieces are coming up even more and several other new pieces are coming up as well. It has been over two months and I have not heard anything. I have called several times to both ******* and HH and no one will call back. There are several homes in our development with the same problem and understand they are being treated in the same way. Even ** in other developments have the same problem. They are putting down the worst and cheapest floor they can and they call it LUXURY vinyl? I dont think so. Its garbage!!
Business Response
Date: 11/06/2024
Mrs. ***** will be contacted by our trade partner, ********* Flooring, discussing the replacement of her LVP flooring.

Highland Homes
Customer Care Department.
Initial Complaint
Date:10/17/2024
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.
We are a non-profit cat rescue based in *********** ** that was contacted on behalf of ******* S ********* from Highland Homes for a donation. It ended up being a DONATION REFUND SCAM where they send a fake check and try to get additional money out of us. *********** closed our bank account when the check bounced and we are now suffering the consequences. The donation check was UNDER HIGHLAND HOMES in *****, **. When we called their office, we were forced to leave a voicemail about the situation and did not receive any follow up.Going to be filing a police report ASAP! Disgusting! We were concerned for Highland Homes that someone may have been using their name to scam non-profits but I have a feeling that the company themselves is running some sort of donation check scam. Sick, sick people.
Business Response
Date: 10/21/2024
We are Highland Homes of Florida. This is Highland Homes in ****** We are not affiliated with Highland Homes of Texas.

Thank you,
Initial Complaint
Date:09/18/2024
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.
Purchased our Highland home in 2023. We bought and picked our lot and went to the design studio to select all our additional items, our home cost over $350k when finished. Since last year after we made settlement we started having problems with our vinyl flooring that was installed. We called Highland warranty and put in a few request. Highland came out after a few times they were called about the vinyl flooring planks constantly coming unglued. It was becoming very clear to us that this flooring installed by ******* was very poor quality. We were told by highland warranty to personally to reach out to ******* and speak with there warranty department to discuss our position with the ongoing issue. This would go on for a couple months of back and forth. Sometimes ******* would call us back, most of the time they would not. (Poor customer relationship from *******)Finally I received a phone call from **** Burlington Highland warranty representative. He informed me that ******* discussed that they were going to replace our vinyl flooring with a click style vinyl flooring. **** said, ******* would call us an confirm the details. ******* called us and said they would replace our floors. But, with the same glue style vinyl flooring. We were shocked, we told ******* that's not what Highland told us. We even offered ******* to pay for the difference to get the click flooring. ******* didn't agree to that. So now we are learning some home owners with the glued vinyl style flooring highland is having ******* replace there floors at no charge and they as well are out of warranty. Highland also on all there new builds in *********** will get click vinyl flooring. No more glue vinyl flooring in any new homes will be installed. Highland knows this flooring is a problematic application. Highland is at fault knowing this application is poor quality and should make good on replacing the floor. Majority of our glued vinyl planks are coming up. We already paid for our floors!
Business Response
Date: 09/25/2024
********* flooring, Highland Homes flooring trade partner, has offered in good faith to replace Mr. ********** flooring. Mr. ********** has to date denied this opportunity for full LVP replacement. ************ Care technician did not offer Mr. ******** an upgrade flooring for replacement as that is not part of the one year warranty offered on Mr. ********** home which technically ended on April 10, 2024.
Mr. ******** still has the opportunity to allow ********* flooring to replace his current flooring.

Thank you
Highland Homes ************* Dept.

Customer Answer
Date: 09/25/2024

Complaint: 22303758

I am rejecting this response because: The flooring ******* will be using in replacement is the same flooring I currently have in my home which failed in my home and in many highland homes. It will be the same glue vinyl cheap flooring that has failed in my home and in numerous homes highland installed in the Stonebridge community. As mentioned previously, highland has already offered homeowners in the community a replacement click vinyl floor replacement for highland home owners that own homes with the cheap glue vinyl flooring. Also, highland homes does not use these cheap glue vinyl flooring in any of there new builds. So highland knows the flooring is a failure.
As mentioned as well, we were told by our highland warranty representative (****) before ******* called us to setup a replacement. **** said that ******* was going to offer click vinyl floor replacement. What changed between the phone call from **** and then it changing when talking with ******* saying they would replace with what I had doesn't make sense. We even offered ******* to pay the difference to have the click flooring installed. Lets face it, let's say this was your home. Would you let a subcontractor come in move all your furniture, put down another floor you know isn't going to last and just to once again go through replacing your floor again moving all your furniture? That would be absurd!
Please, talk about customer satisfaction a big name such as ********************. Spent 350k+ for a house and have flooring failure within the first year of ownership is ridiculous. As I said before, we paid for our floors already when we purchased this home. I do not wish to put out $3-$4k in flooring after only a year in my NEW home.

Sincerely,

******* ********
Business Response
Date: 10/15/2024
********* Flooring is still willing to replace Mr. ********** flooring even though Mr. ********** home warranty expired on 04-10-24. We believe ********* integrity is exceptional as well as upholding their warranty commitments. I can't speak for ********* on how long the ***** period for this warranty offer will last.

Thank you,
Highland Homes
Customer Care Department

Customer Answer
Date: 10/17/2024

Complaint: 22303758

I am rejecting this response because: Once again! Highland isn't responding to the fact the current/original LVP has failed. Just the simple fact that Highland/******* doesn't install this style glue LVP in any new construction due to its known failure.
If I where to have ******* replace my current LVP that failed in my home with the same LVP I currently have, What is the warranty period if any from ******* with the replacement glued LVP?
How many times basically would it take for LVP replacements of failures before Highland/******* to give in to what the customer wants? Instead of dealing with such a failure such as these glued LVP'S that peel? You know the application doesn't work in these houses.
Is there such a thing as customer satisfaction with **********************/******* flooring? Are you okay with the ignorance of not acknowledging flooring currently in my home is defective and it's application? So why would put the same flooring down knowing the results will be the same with the flooring peeling up?
Doesn't make sense! Highland warranty representative (****) didn't promise me a new click style flooring. **** said, that ******* was going to offer me the click style flooring when we spoke last year. ******* said nothing of the sort when we spoke by phone. So **** and ******* weren't on the same page. But that's what **** conveyed to me when discussing the flooring issue back then.

Sincerely,

******* ********
Initial Complaint
Date:09/13/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
On 8/30/24, we had an emergency plumbing issue after hours. According to the Highland Homes website, for after hours emergencies that are still under warranty, Be homeowner should call the number on the breaker box. We called that number which was for ***** Plumbing. We were unable to get in touch with anyone. Due to the state of the situation, we had to call an external company to come out and take care of the issue to avoid water damage inside our home. We were charged $566.40 due to it being an after hours emergency. The issue was resolved or so we thought. Due to again, no response from ***** Plumbing, we filed a warranty request on the morning of 9/12/24 (required 48 hours which is why we did not do that in the emergency). We had to have the ************** department come out on 9/12/24 due to more overflow issues. They provided a detailed picture of Highland Homes error and how it should be fixed. The external plumbing company had to come out again on 9/13/24 and they are providing a quote of roughly $2,000 to repair the issues. This is still under warranty as it was not installed correctly to begin with, according to the City of *******************************. I am attaching the documents from the City of ********** and the first bill from the external plumbing company. We cannot run water in our home. So we can wash dishes, was clothes, use the toilets, or take showers. We are desperate but no one from Highland Homes will respond!
Customer Answer
Date: 09/16/2024
It is now 9/16/24. Zero communication from Highland Homes has been provided to us unless we initiate it. The very least they could do is provide an update. Having children in a home without being able to run the water is unacceptable when THEIR emergency process is not secured. Again, the original issue began on 8/30/24 when we called the after hours plumbing service assigned to us by Highland Homes. Their assigned emergency plumbing contact never responded to any communication.
The city and Highland Homes have been going back and forth about who is responsible, all while leaving us in the dark and unsure. An external contact, NOT Highland Homes, provided us information that Highland Homes will be out on 9/18/24 to send a plumber. WE CANNOT RUN OUR WATER!!!
We are possibly out ~$4,000 if we have to get a private plumber to fix this. We already had to pay $566 on 8/30/24 because Highland Homes' emergency process failed us.
Business Response
Date: 09/16/2024
Highland Homes ************* Representative *. ***** met with *** and Mrs. ******** Friday 09-13-24 to confirm water and sewage usage was intact. He was informed all usage was present for their family. Also, the Highland Home assigned plumber will be on site this Wednesday 09-18-24 at approximately 1pm to investigate and repair as necessary. The City of ***************. ***** and Utilities ***** are aware of the schedule.

Highland Homes
************* Department.
Customer Answer
Date: 09/17/2024

Complaint: 22280779

I am rejecting this response because:
It is now 9/16/24. Zero communication from Highland Homes has been provided to us unless we initiate it. The very least they could do is provide an update. Having children in a home without being able to run the water is unacceptable when THEIR emergency process is not secured. Again, the original issue began on 8/30/24 when we called the after hours plumbing service assigned to us by Highland Homes. Their assigned emergency plumbing contact never responded to any communication.
The city and Highland Homes have been going back and forth about who is responsible, all while leaving us in the dark and unsure. An external contact, NOT Highland Homes, provided us information that Highland Homes will be out on 9/18/24 to send a plumber. WE CANNOT RUN OUR WATER!!!
We are possibly out ~$4,000 if we have to get a private plumber to fix this. We already had to pay $566 on 8/30/24 because Highland Homes' emergency process failed us.

Sincerely,

******* ********
Business Response
Date: 09/19/2024
Highland Homes team and Highland Homes plumber on site Wed. 09-18-24. Line that was crushed by pool builder was repaired and City of ********** gave approval on sewer line tie in. Highland Homes Director of Construction communicated directly with Mrs. ******** yesterday 09-18-24. Plumbing system for the ******** home is all set and fully functional. Wishing the ******** family years of enjoyment in their new home but especially in their new pool.
Highland Homes
Customer Care Team
Customer Answer
Date: 09/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ********
Initial Complaint
Date:09/04/2024
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.
We had a home built by Highland.. Less than two months after we closed we filed a warranty claim 8/12/2024 for a water leak. Highland warranty **** sent plumbers to fix the leak. The plumbers pointed out that the pex line in the wall behind the refrigerator had been cut into. This caused a slow leak that went undetected and caused a lot of water damage. Highland Homes warranty department said the repairs to fix the damage are on the homeowner to turn into their homeowners insurance. We want Highland to repair all damages and restore our home to the new home we purchased. This is negligence and Highland is operating in bad faith. We also want the plumbing fix corrected since we now have two new elbows plus the original leak spot which can be potential sources of leaking in the future.
Business Response
Date: 09/06/2024
Highland Homes ************* Department Supervisor personally met with Mrs. ******* yesterday (09-05-24) and planned a repair process for the concerned areas.

Highland Homes
************* Dept.
Customer Answer
Date: 09/07/2024
Highland warranty department did meet with me. They said that the wood at the base of the walls is pressure treated when I asked about mold issues in the future due to the slow leak which had been leaking in the wall. Not sure that is correct, I will research. Highland told me that the Mohawk vinyl flooring is waterproof so it should be ok. We requested a moisture gun be brought in since we still feel water under the floor in several areas. I will research ******* warranty for my exact warranty. When I asked Highlands about the repair to the plumbing which is essentially a band with a pressure tie at the slab and two additional elbows above they said they would only be able to get the same plumber out to review their own work. Since we are working on these issues, I request this case to remain open until it is fully resolved.
Customer Answer
Date: 09/10/2024

Complaint: 22236803

I am rejecting this response because:
Highland warranty department did meet with me. They said that the wood at the base of the walls is pressure treated when I asked about mold issues in the future due to the slow leak which had been leaking in the wall. Not sure that is correct, I will research. Highland told me that the Mohawk vinyl flooring is waterproof so it should be ok. We requested a moisture gun be brought in since we still feel water under the floor in several areas. I will research ******* warranty for my exact warranty. When I asked Highlands about the repair to the plumbing which is essentially a band with a pressure tie at the slab and two additional elbows above they said they would only be able to get the same plumber out to review their own work. Since we are working on these issues, I request this case to remain open until it is fully resolved.

Sincerely,

********* *******
Business Response
Date: 09/11/2024
Highland Homes ************* Supervisor met with Mrs. ******* yesterday afternoon (09-10-24) and the plan for repair is mutually accepted and in place.

Sincerely,
Highland Homes ************* Department
Initial Complaint
Date:08/05/2024
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 highland home in July of 2022. I had an issue in September 2023 with water coming in the front of my house when it rained. They came out and just slapped caulking where the window and the frame of the house met and said good enough. The problem is when it rains hard it floods the front room of the house and damages the widow seal the baseboards and the wall of the house. How does a $400k home not handle rain? I asked Highland Homes to fix it and they said that the 1 year warranty was over and to have my insurance cover it!? It was never fixed the first time under warranty. The person in charge of warranty ***** said that baiscal too bad and call your home owners insurance. That's absurd they built my house poorly to where it floods the front of the house. They need to come fix my house properly.
Business Response
Date: 08/06/2024
****************** Highland Home warranty expired 07-15-23. 2/10 Home Buyers Warranty specifically excludes any damages due to Hurricane related instances (page 13 subsection N.). Hurricane ***** was a Category One Hurricane which brought a large volume of rainfall and heavy winds throughout the State of ******* and caused numerous situations of water penetrations into homes. Highland Homes wishes everyone a safe recovery from the storm and hoping all Floridians were well protected.
Customer Care Dept.
********************.
Customer Answer
Date: 08/06/2024

Complaint: 22096333

I am rejecting this response because: this was a previous complaint I had before the hurricane, during the warranty wich was not properly fixed the first time.

Sincerely,

***********************
Business Response
Date: 08/09/2024
****************** warranty had expired on 07-15-23. We welcome him to submit a request for homeowner maintenance tips and hurricane preparedness ideas. ***************************** supports guiding and educating our homeowners when called upon. Please visit; highlandhomes.org/warranty
Highland Homes
Customer Care Department.

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Highland Holdings Inc is NOT a BBB Accredited Business.