Complaints

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

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  Highland Holdings Inc

  3020 S Florida Ave STE 101 Lakeland, FL 33803-4058

• 

  Highland Holdings Inc

  2315 Commerce Point Dr. Suite 110 Lakeland, FL 33801

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:07/10/2024

  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 purchased my home in 1/2023 from Highland Homes and possibly early Fall I began noticing the rainwater pooling along the fence to the right side of the house when it rains hard. The fence was installed by my neighbor.I contacted Highland Homes regarding this and spoke to I believe ***** or *****, a supervisor, who put me in contact with **** the actual rep in the field. **** came out and stated that the slope was correct, and the problem was the neighbor's fence installed too low. My neighbor was not experiencing ankle deep water on their side and their patio was not developing mold due to the water pooling at the concrete. After back and forth, I was told by **** that they would be sending someone out to take care of the problem. The men sent by Highland Homes dug out my yard from the patio and partially along the fence to the back as seen in the attached photos. The water pools alongside the ENTIRE fence. **** said from the patio back was the only area they were doing, and the sod was going to be replaced. I was contact by a man named **** regarding the sod. The first appointment, he cancelled due to the sod not being good and the second I did because I was having pavers put in on the side. I had the pavers installed and removed a lot of dirt on the whole side of the fence so there was space under the fence. When I called ****, he told me that he was doing a favor for **** and that he doesn't do work for Highland Homes. I called **** and he told me that he was not having **** "come back out" because it had been a couple months after I was supposed to have it done. **** never came and now they are back peddling saying grass isn't covered in the warranty. I knew that and **** knew that, but they were rectifying the water pooling in the yard and that was part of making things right. I had a walk-in tub installed and the contractor stated there was mold and other issues seen during construction. I would like the right side of my yard re-sodded.

  Business Response

  Date: 07/16/2024

  According to document Items Not Covered By ********, which was signed by ************** on January 19, 2023 sod and landscaping is not a warrantable item.  ************, ************* Tech at ********************, is going the extra mile and dropping off (at no charge) enough sod per the homeowners request.  The homeowner will be responsible for any grading and laying the sod due to the non-warrantable item and the actual home one year home coverage ending on January 19, 2024.

   

  Thank you.

  Highland Homes 

  ************* Dept.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21971410
  
  I am rejecting this response because:

  The replacement of the grass had nothing to do with the warranty. Why this is being brought up now is irrelevant.  I already knew that.  The problem was that the parcel was not properly leveled before the sod was put down which led to my patio growing mold and getting wet inside during heavy rain because the amount of dirt was the same height as the patio.  I did not want foundation issues. I have gutters but the problem persisted.  There was never any discussion about dropping off a pallet of grass for me to install myself months ago.  I did not buy a house on a dirt parcel with a pallet of sod that I had to install myself so I should not have to do so now.  With all the complaints that Highland Homes have requiring repairs, etc. in the thousands, I don't understand why they are trying to get over.  My correction is extremely cheap in comparison.

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

  Business Response

  Date: 08/07/2024

  Highland Homes is willing to provide *************** sod at no charge (for left side yard only) even though there is no warranty for sod and the grade of the left side yard has been changed from original grade (which voids that side yards warranty).  *************** will be responsible for laying the sod.  Please contact our ******************* for delivery of the sod at the home.

  Thank you,

   

  Highland Homes

  Customer Care Department

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21971410
  
  I am rejecting this response because:

  Per Highland Homes, the grading of the home was correct. That is incorrect if the grading is the level of my patio causing it to flood and grow **** and mold. The grass warranty as stated before was a non issue.  This about putting my yard back to decent condition after correcting the problem.  My neighbor on the other side of the fence do not have dirt pilled up to their patio nor does their patio flood.  The fence is theirs not mine.  Highland Homes will be hearing from my attorney. I should not be out of pocket any cost associated with this.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/08/2024

  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.

  Shortly after closing on our home, Highland Home builder trucks left oil spills all over the from rod my home and all the way down my street. Horrific spills. They have informed me that this is a County issue. Apparently, you can buy one of their million dollar homes and then they can trash your street immediately after for you to see all day every day. I was told on multiple occasions they would send a street washer, a power washer, and now today they told me it's not their problem but the county's.

  Business Response

  Date: 04/08/2024

  I am wondering if ***************** has 'us' confused with the Highland Homes that is located in *****.  We have no affiliation with that company although names are the same.  We are also Highland Homes but located in ***************.  This does happen every once in awhile (emails and phone calls) and very sorry for ***************** issue and inconvenience.  

• Initial Complaint

  Date:03/09/2024

  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 am writing to formally submit a complaint regarding the laminate flooring installed in my home by Highland Homes. I purchased a home in March ***************************************************************** *********** . However, I have encountered significant issues with the laminate flooring that was installed. I was told that it was a luxurious laminate. After changing the carpet to laminate flooring in the living areas and bedrooms due to my allergies, I have discovered that the laminate flooring is peeling off in multiple areas as well. Despite multiple emails and requests for resolution, Highland Homes has only agreed to replace the laminate in the living areas and not in the bedrooms, where the same issue is occurring.I am deeply disappointed with the quality of the flooring provided by Highland Homes and the lack of resolution to address the ongoing issues. As a homeowner, I expect to have durable and high-quality flooring that meets industry standards.I am requesting that Highland Homes take immediate action to replace the laminate flooring in the bedrooms as well, in order to rectify the situation and ensure that my home is in proper condition. I believe that this is a reasonable request given the circumstances and the substandard quality of the flooring provided.I hope that Highland Homes will take this complaint seriously and work towards finding a satisfactory resolution to this matter. I appreciate your attention to this issue and look forward to a prompt response.

  Business Response

  Date: 03/22/2024

  A Highland Homes representative and two representatives from ********* Carpet met with Mr. and ************************* on Tuesday March 19th at their home.  Discussion was joint and Mr. and ************************* had an opportunity to voice their concerns.,  Highland Homes let ************************ know they would follow up with him by Wed or Thursday of this week.

  Thursday March 21, 2024 Highland Homes contacted ************************ and let him know that ********* Carpet is replacing carpet in four rooms of the home and Highland Homes will assist in repairing their shower enclosure in the master bedroom that is a concern for the vinyl plank in that room.  The mutual agreement was also made that the vinyl plank flooring in the home would not be replaced.

  ************************ agreed to the solution and work should begin within the next 2-3 weeks.

  Customer Answer

  Date: 03/22/2024

  This the wrong customer. I do not know who is Miss ************* one came to my house

   

  ********

  Business Response

  Date: 03/27/2024

  Highland Homes trade partner, ********* Carpet and Flooring, is replacing all of her vinyl flooring that was originally installed in the home from her 03-03-23 closing.  ********************* originally purchased carpet in her bedrooms and after moving into her home she made the decision to hire a flooring company to remove the carpet in those bedrooms and replace with vinyl flooring.  ********* has assisted ********************* with her request for help in those 3 bedrooms by installing the matching new vinyl flooring in those bedrooms and only charging her the cost for square footage of approximately one room.  This is a very fair and amicable accommodation from ********* Carpet.  Her brand new flooring install is scheduled for April 1, 2024.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21409838
  
  I am rejecting this response because:
  I did not choose to change the carpet. I had to change the carpet because I am severely allergic to carpet. I replace the carpet with the same flooring that was in the house that happened to be very inferior. I was told that it was luxurious plank. The flooring in the bedroom are having the same problem, I dont think that I should pay $2900 to replace the flooring in the bedrooms. Had Highland place quality flooring in the house? I wouldnt have this problem today again I change the carpet to match the flooring that Highland had placed in the house I trusted them that it was something of high-quality , ******* is not doing me any favors and They are  not replacing the bedrooms at the cost of one bedroom that information is false. I am a retired individual. I shouldnt have to put up with this stress. The complaint was filed with Highland since December 11, it is now of March . 
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/01/2024

  Highland Homes trade partner is completing the new flooring for ******************** this week.  Highland Homes warranty covers the home in the original state from purchase.  The original bedrooms were carpeted and were changed by *********************.   ********* Flooring has treated ********************* very respectfully and fairly with her desire to have the new flooring in her bedrooms. 

• Initial Complaint

  Date:03/07/2024

  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.

  My flooring that we upgraded at time of build 3 years ago and paid an additional 9 thousand dollars for. Is separating coming up and you can see every single glue mark ********** the flooring ,the floors look absolutely horrible my carpet is shredding and the fibers are coming up ,the threshold walking into my master bathroom from my bedroom has come up and the fibers are shredding making it impossible to vacuum. ******** carpets hired a third party inspector and I'm not sure what that said but I can say the inspector was not sure why he was here ,it was obvious that there was a flooring problem ,and both companies refuse to talk to me and they both refuse to return my calls.at this point I'm going to have to have to come out of pocket to replace flooring in a three year old home ........... I'm not the only one with these issues ,their are several people in the neighborhood with the same flooring problems and no one will help

  Business Response

  Date: 03/22/2024

  A Highland Homes representative and two representatives from ********* Carpet met with Mr. and ************************* on Tuesday March 19th at their home.  Discussion was joint and Mr. and ************************* had an opportunity to voice their concerns.  Highland Homes let ************************ know they would follow up with him by Wed or Thursday of this week.

  Thursday March 21, 2024 Highland Homes contacted ************************ and let him know that ********* carpet is replacing carpet in four rooms of their home and Highland Homes will assist in repairing their shower in the master bedroom that is a concern for the vinyl plank in that room.  The mutual agreement was also made that the vinyl plank flooring in the home would not be replaced.

  ************************ agreed to the solution and work should begin with the next 2-3 weeks.

  Business Response

  Date: 03/22/2024

  A Highland Homes representative and two representatives from Stinsons carpet met with Mr. and ************************* on Tuesday March 19th at their home.  Discussion was joint and Mr. and ************************* had an opportunity to voice their concerns.  Highland Homes let ************************ know they would follow up with him by Wed or Thursday of this week.
  Thursday March 21, 2024 Highland Homes contacted *********************** and let him know that Stinsons carpet is replacing carpet in four rooms of the home and Highland Homes will assist in repairing their shower in the master bedroom that is a concern for the vinyl plank in that room.  The mutual agreement was also made that the vinyl plank flooring in the home would not be replaced. 
  ************************ agreed to the solution and work should begin within 2-3 weeks.

• Initial Complaint

  Date:02/18/2024

  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.

  See recent garage wet wall leak picture taken today 2/18/2024. I was sold a house with MANY HIDDEN DEFECTS. My house has been LEAKING Since I purchased it on September of 2022, 17 months. I was told lies about the house leaking and Highland Homes did their best to ignore me about it. Some of the I was lied to and laughed at by its warranty department. They never even investigated it. During the walk through they lied and failed to fix issues found by me and my inspector. This house has had more issues then I could count. They finally came out to do improper, and building code violating, siding repair after 16 months of leaks. They called it "going above and beyond". The siding was "repaired" without using joint flashing. They did not seal open penetrations, remove corner trim posts or investigate the corner, which cleared showed issues. The starter strip for ****** siding, which is required by code, was not being used until I said something. Highland left its warranty crew (to supervise) here who have no idea about proper installation. And they were giving the siding repair guy the thumbs up while it was being installed wrong. i was told they were experts in a email from highland. I will send the emails to those who want to see them. Highlands policy is to ignore warranty issues submitted they proved this during ownership. Behind my stove is a open wall that they never sealed or put molding on. I am a Licensed Florida Realtor and Home Inspector. I have never seen such a bad company with such shady practices. I have tried in good faith and begged and pleaded with them to make repairs. This cost me my health and time over the years. I have a huge collection of videos and photo and 4 inspection reports.

  Business Response

  Date: 03/01/2024

  The Highland Homes team has been in constant communication with ************ and have been addressing his concerns throughout his home ownership since September 7, 2022 to date.  In each instance we have responded and attempted to address his concerns.  Our team has even retained a 3rd party inspector, Dri-Rite, at our expense.  Dri-Rite was at his home on Wed. Feb 21, 2024 completing a second investigation based on his concerns.  ************ was present during the entire process.  We scheduled a second repair for Thursday Feb. 29, ********************** corner of the garage.  This work has been completed and was painted/caulked today March 1, 2024.  We have also scheduled a follow up meeting for Dri-Rite on Wed. March 6, 2024 at 10am.

  Highland Homes has consistently and professionally demonstrated this high level of customer service during **************** 17 months of home ownership and is committed to finalizing his request.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21311637
  
  I am rejecting this response because: The House is leaking worse then ever now.....18 months of ownership with leaks. Because nothing was done to even attempt to repair it until February 2024.....and that was not repaired to Florida building code/****** manufactures instructions.   After some light rain and hours later I took the photos above March 3rd.  The Garage also seems to have a new leak spot a few feet away from the water heater by the ceiling. I can only imagine what is going on behind the walls of this leaking house. I spent alot of money to be sold a house with many hidden defects.

  I Still have a open wall behind my kitchen stove with no molding. 

  Other issues The Framer never up showed to close attic gaps.  ****** siding rep was supposed to send me link for warranty issues....never happened. Badly cracking garage floor never repaired.  It did take 11 months of me contacting Highland to fix 2 bath tubs that were not supported.  This could of taken 1 week...instead I had a cut out wall in my bedroom for 11 months.  So maybe the rest will still be repaired. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/19/2024

  Highland Homes and Dri-Rite were at **************** home on Monday March 11, 2024 to perform another water test.  We did address a small area on the front right corner of the garage.  The test from Dri-Rite has come back complete and there is not water intrusion into the home and into effected front right corner of the garage.  ****** install is built to ****** specs.

  We have previously addressed the small area behind **************** stove as Highland Homes does not add baseboard behind the stove as it is not required.  This also allows the stove to fit securely in the space provided.

  Highland Homes staff has previously addressed with ************ that hairline concrete cracks can not be completely prevented in ******* and are within industry standards as outlined in our Items Not Covered By Warranty document we provide to all homeowners during our walk-thru process.

  Staff has also addressed with ************ that homeowners will see light in their attic space as the perimeter of the home has perforated soffit which allows the attic to ventilate and is built to specs.

  ****** Siding warranty link will be forwarded to ************.

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21311637
  
  I am rejecting this response because:

  During the third Dri **** visit March 11 2024.  He did indeed find water intrusion on the rear house middle column area.  And he never water tested there so it from rain which was a long time ago.. He thinks its from where the flashing overlapped. He tested only 2 foot areas at 3 corners(at my water bills expense). Which is what Highland requested. My house also leaks from by the circuit breakers and water heater and has under the stove. I informed Dri Rite of higher moisture I observed with the moisture meter in 2 of those areas since repair. despite little rain we have had.  Dri **** did prove Highlands 3rd bad repair of the front flashing was still leaking. The next day my moisture meter read 90-100% moisture on the middle lower corner areas where the water test ran down.  Its possible the water penetrated the trim board or the paint because the new flashing is extremely small of a overhang. So small that the top of some trim board gaps are open to water. See photo. 
  My Moisture meter has proven to be more accurate then the 12 year old one Dri **** uses as was proven during the first water test.  My meter showed water increasing and previously damp until right before visual water leaking through mortar.Areas that were visually rain soaked 2-3 days earlier dri ***** meter told him its fine.  My meter had ****** moisture and 20-35% in good locations.
  ***** area manager plugged the front corner drain flashing with sealant see photo taken today.  He was supposed to come back the next day(March 12th I waited around wasting my time) and plug the other drain corners and paint.  He took my paint and never came back.  ***** Regional manager confirmed to me they were going to brush a sealant on the stone, which they never did....***** said he would get them back to do it.
  I attached a stove wall picture of the gaping opening.  Molding would not block anything as it's less than the stopper on the left and much smaller than the plug thickness.  Wall is not even sealed.Open for spiders, roaches, energy efficiency leaks and when the house leaking flooded water came in through it under stove.pure neglect.  
  The garage is far beyond hairline cracks.  If they built to code and specs none of this would be a issue.  The warranty rep ***** never should of told me a year ago he would get it fixed.  Highland sold me a house with a multi cracked garage floor that became worse, Open hvac in closet, Leaning hvac, unsupported bathtubs, Creaking tubs, popping floors, cabinets with 2 screws holding it on wall, rusting hot water heater, bent garage door, leaking ridge vent, windows holding water and more. I have 4 home inspection reports proving all that.  I had to struggle and suffer to get everything fixedas I still am..
  ****** install violations
  1/4 drain gap at bottom row not there .mostly at the front of the house.  The rest may not be that large of a gap.  The original install had almost no gap most everywhere. I have videos of this.
  The original installation had no starter strip. 3/4 inch required starter strip during repair to front replaced with maybe 3 inch+ water trapper...see photo
  1/8 inch Gap between pieces in places not there for some, overlapping or crushed together pieces causing split.  And the Joint Flashing required where they **** together is not therenot even on some of the removed and replaced pieces. The painter would not seal or paint over all the nail holes because he didnt want the siding liability.  I attached a window picture with like 30 nail holes exposed. Many are like this and ****** board pieces too.  I put in for this with warranty like a year ago....Still waiting months later for the ****** warranty link
  
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/20/2024

  Photos would not send with last message

  Customer Answer

  Date: 03/20/2024

  Photos would not send with message

  Customer Answer

  Date: 03/20/2024

  more photos that would not send with the message

  Business Response

  Date: 03/27/2024

  Highland Homes was on site at **************** home Monday March 25, 2024 performing project work completion of; Caulking and painting ****** corner intersections of home first floor, additional paint touch *** and re-sealing of stone on front of home.  ****** Warranty documents have been emailed to ************.  

  Business Response

  Date: 03/27/2024

  Pictures in smaller file for last response validating work performed on 03-25-24

  Business Response

  Date: 03/28/2024

  Attached for work verification from 03-25-24 on site work completion process.

• Initial Complaint

  Date:01/19/2024

  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.

  I was under a contract with highland homes, at *********** **. I put a Down payment of ******** to separate the house . I was told that if the loan was not approved I would get my money back. After applying with highland lender I was not approved. I have sent numerous emails to get my money back , but they said it is not posible. I am requesting my money back, I spent money on appraisal and walk through the house . I have saved my money with a lot work and sacrifice to have a home for me and my daughter. I am a single mom with a special needs daughter. I really would appreciate that the company can understand my situation on this matter. Thank you

  Business Response

  Date: 01/24/2024

  Hello *******************, I have reviewed your file and our decision to retain your deposit will stand and was due to the following.

  Your contract to purchase a home with us was signed on 8/26/22

  The home was completed on 2/27/23

  There were some issues with your financing due to hours being cut with your employer according to our notes; so we allowed more time to hopefully have this rectified with your employer. To allow you the ability to close on your home you were purchasing with us. On 4/18/23 (almost 2 months after the home was completed) we received an email from the lender that due to buyers income being reduced due to reduced hours that they would not be able to approve the loan. 

  Our contract that you signed includes a 45 day financing contingency. This states that should you not be approved for financing within the first 45 days that you have the right to cancel your contract with us and receive a refund of your deposit. Our contract with you was well over 45 days and items changed on your end to impact your ability to finance the home, which is also covered in our contract. Thus to cover our administrative expenses the $2500 deposit was retained. 

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21168963
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  I understand the time line of the contract but  The only reason why I am asking for my money is because of the facts and my personal situation. I have situations that I understand you as a Company can be proactive and empathetic so I can be refunded. I understand that there can be administrative cost , but it would be part of my money refunded after the cost your company incurred. 
  Thank you 

• Initial Complaint

  Date:06/27/2023

  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.

  I bought a brand new home built by Highland homes and we closed in December/2021. In the first year the house was bought, they filled up several warranty applications were filled out. I'm still waiting for it to be completed. The house was built in a flood zone. All the water from the street goes directly to the house. The residence is lower in the area and has no drainage. I contacted the person in charge, they verified. They agreed to fix it and I'm still waiting. Every time it rains my garage, balcony, everything fills with water, it is impossible to go out or enter the house.

  Business Response

  Date: 07/09/2023

  Our customer care tech was able to make contact with Mrs. ***** and review her site conditions.  Her home site/ lot is designed for water to drain from the front to the rear as there is a drainage easement on each side yard to help move any rain water as it's design, this can be seen on the site survey attached.  Our Highland Home customer care tech informed Mrs. ***** that her fence, that she had put in, that runs along the sides and rear yards were installed to the ground thus causing the rain water from being able to drain in the drainage easements as designed.  The fence is acting as a dam causing the water to back up into the front yard. 

  Customer Answer

  Date: 07/17/2023

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because

  That fence is not my fence, it is the neighbor's fence and it is being installed before I moved into the house. When the city of Marion came, they said it's something that can be seen, but they can't do anything. When I made the first complaint, Highland sent someone and he said that this could be fixed and they were going to fix it. I'm still waiting. The other houses in the neighborhood have drain pipes and the 3 houses do not. And all the water from the house and street ends up in my house.

   

   

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

  Business Response

  Date: 08/04/2023

  Attached is a picture of the property showing a fence attached to the home. Please also know that there is positive pitch/ fall from the house to the street. Marion County requires a driveway inspection as part of the permit and their inspector reviews the section to determine if a culvert pipe is required, and on this specific site a culvert was not required. Also note, I am being told that the county has made road improvements in the cul-de-sac and the tree in the buyers front yard has been removed which both situations could have an impact on buyers concern   When it comes to standing water we follow industry standards that water should dissipate within 48 hours, unless it’s being held in the designed drainage area. We have visited the site the next day after rain events and have visually seen no standing water.

  Customer Answer

  Date: 08/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  the closing of the contract-12/2/2021
  Feb 2022 first flood complaint
  Nov 2022 second flood complaint
  
  In addition to that, another complaint of 2
  broken doors, they changed 1 and the other was brought used,
  I don't know which house they took it from and
  left it lying in front of my house, unpainted and all dirty,
  after the house warranty expired they never came
  back to install it.
  
  We have had this flooding problem since the
  first day of rain after we moved into this house. we didn't have a fence and the tree was
  there, the only vinyl fence you could see was the neighbor's.
  
  enough of senseless excuses to avoid the
  problem.
  
  the driveway does not have any positive pitch at
  all, it is flat and uneven in some spots.
  
  I don't know what kind of inspector they brought
  in to inspect the driveway, but if he was like the one in charge of building
  this house,now I understand why he didn't see the big
  trouble that was coming.
  All but absolutely all houses built in this area
  have their tube drain facing the driveway regardless of how steep or flat the
  street is, but this one doesn't have it.
  
  This house is built on a roundabout and there
  are 2 more houses built almost at the same time. my house is in the middle and
  the roundabout has a fall towards my house.
  
  No neighbor has flooding problems because all
  the water in the area ends up in my driveway. You don't have to be an inspector
  to see the problem that not having a drain pipe could cause problems.
  
  Obv after a few hours or days the water
  evaporates Thank God because otherwise I would have to buy a boat to be able to
  enter my house to  cook for my husband and my children after school.
  
  My husband was in the house for a week from the
  day they were supposed to come to see the problem and no one came.
  
  I don't know who sends these messages with
  mediocre excuses trying to avoid my problem but enough of looking at ******** or ********* or wasting your time and send
  me the big boss or the owner of the company to see the problem that I have due
  to the brutality of the person in charge of building this house.
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:05/18/2023

  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.

  I went into contract with Highland Homes and their Preffered lender Home Solutions Lenders. I locked in a rate of 5.25% with a 3% down. I placed the rate lock with a $2500 deposit to be used as part of the down payment & and a down payment of about 9k at closing. The home appraised 5k under value. I was never sent a copy of that appraisal report. HH sated they couldn’t do fha because they had to legally use that appraisal report. So I was asked to pay the difference I said I couldn’t. First of all I was already purchasing a simple home with no upgrades. I was told FHA came back and denied my loan now stating that I couldn’t live within 100 miles but I don’t even have a second fha loan. A made up excuse because they didn’t want to retain the buyer by lowering the price of the home. I was then offered a conventional loan at 7.3% with a 5k down but they said we are willing to lower it to 6.3% interest rate. I said there was no way I could afford it. They said they would be willing to buy down with the points and offered me a 6%. The day we were supposed to close the home was still under another buyer at the county. Most of the time my realtor was never copied and was not made aware. I signed what I thought was a new contract only to notice the price of the down payment was now close to 17k down payment. My rate lock expired on 5/16/23 and I asked to cancelled and have the deposit money returned to me and they said they would have keep it. I was sent a cancellation request on the FHA which is not a legally binding contract because I now had a conventional loan. Between Highland Homes and their Preffered lender are illegally tricking people into bad business. I would appreciate my $2500 refunded back. I also spent time and money traveling 2 hours for walkthroughs on the home. I had to spend $300 to have my other home appraised for rental, and I had to spend addt’l $60 to purchase a renters contract.

  Business Response

  Date: 05/19/2023

  We are very sorry to hear how unhappy said buyer is. Buyer was simply asked if she could contribute toward the FHA appraised value shortage, buyers Realtor then told Highland homes community manager that she could contribute $1,359. It was never mentioned that she couldn’t contribute or that it was an issue. Highland Homes then lowered Price the remaining $4,000. 

  From Lender:

  Buyers rate did not expire on 5/16 as mentioned in the BBB statement. It is good through 5/19, and her loan is in QA awaiting a CTC as of yesterday. So we should have had this Clear to Close today and scheduled it before her rate lock expired. If buyers rate lock expiring on 5/16 was her reasoning for cancelling all she needed to do was to ask someone about that before cancelling.

  FHA rental income we could not use. We restructured to conventional and locked at 6% (borrower demanded).  We had submitted her to QA yesterday morning and the night before she said she wanted to cancel. 
  
  Highland Homes had sold the home previously to another buyer and the appraisal had a lower value by about $5k (FHA loan).  Highland Homes agreed to lower price by $4k and had buyer pay $1300. Appraisal was also ordered in December so we had to get a recertification of value.
  
  Borrower was in doc request with lender for quite some time, meaning she did not submit requested documents in a timely manner. Throughout much of the process buyer stated that she had sent items in when she did not. This happened once again on Monday when we were trying to get a signed copy of the lease.  We had asked for it weeks ago.  Borrower finally admitted she hadn’t had it signed yet because she didn’t know what date to put on it since she didn’t know when she was going to close.  An entire day was spent trying to get the signed copy from her and her realtor.
  
  The FHA case number, appraisal and final inspection had to be transferred to us from Silverton (lender from previous sale, previous FHA appraisal). Then Highland Homes and the borrower had to work out the appraisal shortage. After that, we had to switch it to CONV and a recertification of value was ordered. Timeline is below.
  
  Contract received 03/01.
  Initial approval 04/15.
  Resubmitted for CTC 05/16.
  Borrower cancelled 05/16 after the RESUBMITTED FOR CTC email went out.
  She would have closed today.
  

• Initial Complaint

  Date:02/22/2023

  Type:Billing 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.

  Went into contract with ******* Properties/ highland homes for a new home build and now the builders have cancelled my contract and are taking my 5K deposit. I choose to use their preferred lender because the closing cost are including (thinking this a great deal).When into contract in Sept 2022 for a new home build with Highlands. Put 5K into the home. The expected completion date is anywhere from 10 months to 1 year. Received a call on January 2023 on a Friday from the Manager Danny to come to do a dry wall walk. I talked to him that I was unable to be there within 2 days time frame not plenty time for me to make arrangements . Danny manager proceed to do the walk dry wall without us been there.On mid January 2023 received a call that they moving forward with home closing.I never was notified in writing or by a call from the builder Ray M*** about the moving forward with closing date. I get a call their lender that home will be done soon and because of the market rate unstable we lock rate in a gave another deposit 1650 dollars this was to be sent to **** ******* ******** ****** ******.They don't mention a move date or closing date. I ask the loaner officer ****** ******** with ** *******, she could not confirm a date, I ask the builder Ray M*** and was unable to provide a date of closing or move in. I spoke to Ray M*** that I was not feeling uncomfortable with ** ****** ****** who is always unavailable to answer questions and she never explained clearly all the questions we had from the beginning of the contract nothing was done from his side.
  Lastly, the builder send me a cancellation paper making me signed trying to give away my rights of the 5000 deposit and it clearly stated on the paper if I don’t signed they will move forward with closing and I will be responsible for the closing cost. am writing this so everyone is aware of their shady business it seems they take advantage of people that aren’t knowledgeable in real state.

  Business Response

  Date: 02/28/2023

  **** ******** ****** entered into a contract with Highland Homes
  on 9/8/2022 with a $5,000 deposit.  Ray M*** provided regular updates to
  Nayu on the construction progress of the home.  Home was complete and
  Highland Homes received the Certificate of Occupancy on 2/1/2023. 
  Highland Homes received an email from **** on 2/9/2023 indicating that she
  would not move forward with the purchase of the Highland Home under
  contract.  Please see attached clause #9 and clause #17 of our contract,
  indicating Highland Homes' right to retain any earnest deposit money after
  the 45-day finance contingency period and in the event a Buyer cancels or fails
  to close on a loan. Also attached is the email
  from Ms ******** ****** giving Highland Homes notice of cancellation.

  Customer Answer

  Date: 03/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:In answer to Ray M*** and to the contract initiated 09/08/2022 with Highland Holmes was a verbal agreement. In between 3 parties and 2 witnesses that the home will not be ready until July 2023,”Never before that time frame.” We can provide witness in regards with this matter. At the time of the contract with Ray and Highland Homes we clarified to them that we wanted to give 20 percent of down payment to make sure we don’t get a high mortgage, the reason why, we wanted to give 20 percent, because I was expecting a gift from my mom for home that she got for sale that she will give me that as a gift for the down payment. In addition to this, on October 19, suddenly! I received a conditional loan approval that will be 40 days after they were trying to qualified me for the loan. If you can see this pre approval came in very convenient way about a few days of the 45 days.
  On Clause 9-“If within 45 days from the date this Purchase and Sales Agreement is executed by the BUYER(S), the mortgage company, a Government Agency, a not-for-profit agency, and/or other institutions passing upon the credit of the BUYER(S), fail to provide an unconditional loan and/or funding assistance approval in writing for financing, subject only to receipt of an acceptable appraisal, updating the BUYER's documents within 60 days of Closing and normal closing conditions, then SELLER may, at its option, terminate this Purchase and Sales Agreement either verbally or in writing and then return the earnest money deposit to the BUYER.”---It says really clear here. If the buyer failed to provide an unconditional loan approval in writing to buyer. Seller obligation here under to terminate contract. You can see that I receive a conditional loan and was not officially approved, “it was a preapproval, so in 45 days Ray M*** and Highland Holmes got the obligation to terminate the purchase verbally on writing, which they never did.
  I proceed to request a cancelation for all the reasons above. I was never approved officially or given any official documents. 45 days went by never received a notice verbally or any conversations of my situation not been approved not even a note. They knew if I wasn’t officially approved, they should it notified me on the situation on how to to proceed with the deposit or if I wanted to continue or not with the contract.
  
  17. FAILURE TO PERFORM/CLOSE LOAN AND TRANSACTION: In the event BUYER(S) shall be approved for said loan and BUYER(S) shall fail or refuse to close this transaction by executing the mortgage documents, pay the balance due, and close Construction/Perm loan within 15 days of unconditional loan commitment or 10 days of Certificate of Occupancy on an End Loan closing, or if BUYER(S) shall fail to pay any or all deposits/draws or otherwise default hereunder, the earnest money deposit paid by the BUYER(S) aforesaid may be retained by or for the account of SELLER as liquidated damages, consideration for the execution of this Purchase and Sales Agreement and in full settlement of any claims; whereupon all parties shall be relieved of all obligations under the Purchase and Sales Agreement; or SELLER, at his option, may seek specific performance or damages against the BUYERS).
  Failure to modify a Construction/Perm loan within 10 days of the Certificate of Occupancy will result in the SELLER placing liens on the property. The BUYER(S) acknowledges that if SELLER requires BUYER(S) to pay for extras ordered by BUYER(S) prior to closing, the funds paid by BUYER(S) to SELLER for the extras shall be deemed for all purposes hereunder as Additional Earnest Money Deposit and in the event of default these amounts shall be retained by SELLER as liquidated damages.
  
  
  
  Base in clause 17: Here again it only applies to unconditional loan from which I was never approved. I never received the certificate of occupancy so the seller was in default. I never refused to do any closing, I never had the total amount of money for closing. Because, They decided move the closing 6 months before the time frame that was originally proposed by Ray Menz in front of 5 people that the home was not going to be done any time before July 2023, and “not February 2023”. I’m sending you 2 attachments one for the conditional pre approval, which never officially done or approved by any bank or entity. The second one you will receive the disqualification for insufficient funds to close the loan. On this second one they waited all this time to decide to use this document against me.Ray Menz and Highland Holmes let the time to pass by Knowing that I was never approved and that I didn’t have the total money. For this matter, if it was not a fund then there is no deal and please request my deposit back. Consider if you have any questions don’t hesitate to call me **********
  
  
  
  Sincerely,
  
  
  
  **** ****** ********

  Business Response

  Date: 03/26/2023

  The written contract signed by the Buyer clearly states, no verbal agreements are binding upon either party unless in writing and signed by both parties.  Highland Homes received a written loan approval from Ms. *********s lender on 10/19/2022.

• Initial Complaint

  Date:01/31/2023

  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.

  My wife and I bought a brand new home built by Highland Homes and we closed on it on 03/31/2022. During the summer we realized the AC was constantly running and also the thermostat in our home would go up to 81-82 degrees in the afternoon. We learned that our home has a 2 Ton AC unit installed and our home is a 1715 square foot home. After talking with other neighbors we then realized that the 1st Models of each home built in our neighborhood were installed the right size AC unit for the home. After that, they started installing smaller size AC Units in the different model homes. Our neighbor four houses down has the same model and sq footage of my home and they were installed a 3 Ton AC unit and my home was installed a 2 Ton AC unit. We found out they did this to the other model homes as well. We all then filed a warranty request and a company called ****** ******** *** which did the calculations on some of our homes came out to do new calculations and they had to do with a bunch of homes in the neighborhood. I can't even give you an estimate of how many but between Highland Homes and ****** ******** *** I found out 01/30/2023 from ****** ******** that they are reaching out to us to install bigger vents into our master bedroom, as that is what they think will resolve the issue, which it till not. To resolve my issue is that we need a bigger AC unit installed in our home, at least a 3 Ton AC unit. They did advertise these homes as energy efficient homes and of course they are not. Our resolution is to get a proper size AC unit, (3 Ton) installed in my home so that our electric bill is more inline with our neighbors which has the 3 Ton AC unit and bill is less then what we pay. Also I feel like this was intentional and they need to be punished for this.

  Business Response

  Date: 02/08/2023

  Highland Homes did not dictate the size of the a/c unit that would be installed but rather is designed by a licensed HVAC contractor, which in this scenario is ******.  Residential construction applications for permit must contain an approved energy calculation form which ensures that the home will meet the criteria of the Florida Department of Business and Professional Regulation- Residential Performance Standards.  The homes energy info is entered into an approved software that produces a pass or fail rating and is completed by ******, in this example.  The passed energy calculation form for this home, which was approved by Hillsborough County, is attached for review.  We at Highland Homes have no means to edit or modify this document and is provided to the 3rd party inspectors to verify proper application.

  Customer Answer

  Date: 02/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because they have done this to several homes built in my subdivision.  My neighbor 4 homes doen from where I live has the exact same model and sq footage but they got a 3 ton AC unit.  So why did they get a 3 Ton unit and i got a 2 ton unit?  Why is it that happened to all of the homes in my subdivision?  Another example is a model in my subdivision called the Serendipity, the first one built got a 3.5 to. Ac unit but my neighbor who haa same model has a 2.5 ton unit.  I have example after example of this that they did in our subdivision.
  
  
  
  Sincerely,
  
  
  
  Christopher ******

  Business Response

  Date: 03/01/2023

  In addition to my original response it needs to be noted that 2 different AC contractors did work in this community.  Both have to design their own A/C systems and obtain a passing energy calc. through an approved software system to then submit it as part of the permit package to the local jurisdiction, in this case being Hillsborough County.  State of Florida licensed inspectors also field verify that items listed in the permit are being installed per the approved energy calcs and plans.

  Again, Highland Homes does not dictate the A/C unit size as we do not design the AC systems but build to the approved plans and specifications.  Highland Homes is not a licensed AC contractor and as such can not perform the A/C work permitted.

   

  Customer Answer

  Date: 03/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because as a builder,  they should know better that a house 4 houses away that is same size as mine and same model where those calculations were done snd they installed a 3 ton AC unit and then calculations were done on my home using same calculations and they installed a 2 ton unit.  What changed during that time where they used same numbers but the other home 4 houses away from me got a 3 ton unit and then later on...my home got a 2 ton unit.  My AC constantly runs in the heat of summer in Florida and it can't keep up and our temp goes to 82 during the afternoon during the hottest months of summer.  Also that makes my electric bill is much higher due to the AC unit constantly running during the hot months of summer.  Clearly the 2 ton unit is undersized for my home.
  
  
  
  Sincerely,
  
  
  
  Christopher ******