ComplaintsforSouthern Homes of Polk County, Inc.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Absolutely fell in love with the Rockingham floor plan. Throughout the entire process, we worked closely with ******. Initially, we were informed that we could select any lot for our home, so we opted for one with a larger backyard. However, a few days later, ****** informed us that we needed to agree to an extended driveway, which would cost an additional $2700. After careful consideration, we agreed. Upon signing the contract and providing a $2500 deposit, ****** informed us that we needed to flip the garage and extend the driveway further, requiring an additional $3000. We refused, as we had already signed the contract based on the earlier estimate provided. Despite ******'s assurance that we would receive the full $2500 refund, she initially omitted this from the contract cancellation agreement. When we insisted on its inclusion, she claimed it was not her decision. Despite reaching out to four higher-**** including the owners, none responded. It became evident that the company prioritized profit over customer satisfaction. Ironically, on 2/13, ****** informed us that the cancellation paperwork was unnecessary and provided a photo of the voided check. This experience serves as a reminder to stand firm against builder coercion and to always document communication via email or text. It's unfortunate that their $2700 mistake resulted in the loss of a $400k home contract.

  Business response

  02/27/2024

  We understand that selecting the right homesite is a crucial aspect of the home-buying process, and we regret any complications that arose due to the irregular shape of the lot. It's important to note that the selected homesite required certain adjustments to accommodate the Rockingham floor plan. These adjustments, including the extension of the driveway and the change in garage orientation, were necessary to ensure that your home could be built according to our high standards of quality and safety.

  
  Our New **************** typically provide approximate estimations for additional features or modifications during the contract process, which is a standard practice in the industry. However, we acknowledge that there was a discrepancy in the initial calculation of the driveway extension. Upon submission of the plot plan to our purchasing department for confirmation, it became apparent that a garage orientation change was also needed for your home, and this extended beyond the original estimations. While we understand your reluctance to proceed with the additional expenses, it's important to clarify that the adjustments were necessary due to the specific characteristics of the selected homesite and floor plan, and we apologize for any confusion or inconvenience.

  
  We regret any frustration or disappointment you may have experienced as a result of these unforeseen circumstances. Our team is committed to addressing your concerns and finding a resolution that is fair and satisfactory for all parties involved.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Southern Homes for a house to be built. We sat with a sales representative for hours going over every detail of the house. On the guest suite we added a door that would lead out to the lanai. We spoke with our representative multiple times about this door and we are aware the door was extra and had no issue with the added cost. We have in writing via text message and blueprint drawings that the door should be there. After closing on the home southern homes went silent for 2 months before they did anything with our new build. When we finally got our blueprints there were a multitude of issues with the drawings. Souther Homes rectified all of these issues except the door. We reached out to David M***** via phone who sweet talked us about fixing the issues but he would need a day. When he got back to us the following day he acknowledged the door should’ve been there but it seems it was inadvertently left out and we nor our sales rep caught the error. Our sales rep even acknowledged her mistake when it came to the door. After a back and forth with David M***** he condescendingly responds that while he has the power to put the door in he won’t be doing so. It seems as if southern homes thinks I want a door for free when that isn’t the case I was willing to pay for the door then and now. The behavior of this company over a door is reprehensible and I’m pretty nervous to see how disastrous the rest of the building process will be.

  Business response

  09/11/2023

  The buyer contacted our Production Manager, David M*****, regarding the door. Our records indicate that David M***** requested time to look into the situation since the contract did not include this option. He did not offer any solution during that initial conversation, however, he did say that the door was not included in the contract and reiterated our policy that we must build homes according to the contract. Once he reviewed the contract, David called the homeowner back and confirmed his original conversation with the buyer: the contract does not indicate a door in that location and the home would not include this option. The buyer is welcome to contact Southern Homes again for further discussion. 

  Business response

  09/12/2023

  Southern Homes is not attempting to mislead the Better Business Bureau. The production team has been very clear they would adhere to the contract.  Attached are the documents the buyer signed at contract. There is no door indicated on either the signed cut sheets or the signed option addendum. The documents provided by the buyer are not signed contract documents. These were used between the buyer and sales representative before the contract was signed and include other options that are not included in the contract. For example, a pool is drawn on that document, but no pool was purchased. There are also depictions of increasing the square footage of the home on that document, but that was also not purchased. For these reasons, it is Southern Homes’ policy to use only what was signed by the buyer at contract and to build the home accordingly.  

  Customer response

  09/25/2023

  I responded to the business again but it seems it wasn’t received. Southern Homes is misleading the Better Business Bureau. The business bait and switched us about the door to be added to our home. We asked for the option to be added to our home, our sales rep confirmed that with us, our sales rep stated to us that it was in the contract(which was a lie), and when it was discovered that she lied 2 months later, they stated that since it was not in the contract they weren’t adding the door. So it’s not as simple as it’s not in the contract but the fact that we were lied too and mislead every step of the way in the process of this home. This is a very straightforward bait and switch tactic that was done by Souther Homes 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In Dec 2022 I decided to purchase a home from Southern Homes. As part of the purchase process you outline all the upgrades you wanted added to the home. I added an electrical socket in the floor of family room, I wanted it positioned directly below where the sofa was in the model. I explained this to the sale person and she stated she would get measurements for the location and added them to the plans. A measurement was added to the plan however it was in the wrong place. It ended up being in a spot that would create a safety hazard if it was ever used. I do not read blue prints for a living and did not catch the error during a review prior to construction. The position was NOT pointed out. During a walk through of the home after framing I noticed the plug was going to be in the wrong place and pointed it out to Trenton and told him it needed to be fixed. I also asked if it would be difficult to fix and he replied "No". After that weekly progress call went on and I asked it had been fixed on the 3/17/23 when I was told tile had been installed. I was told by Trenton "No, because it was in the right place according to the plan". He blamed everything on me and the sales team, even after it was pointed out when it could have been "easily fixed". I demanded to speak to a manager to get it fixed, I also called the new sales person Drew to speak to the sales manager. I have not received a call after a week. Having a potential safety issue in a new home is UNACCEPTBLE. I need a manager to call me with a plan to move the electrical socket prior final sign off of the home in a few weeks.

  Business response

  04/06/2023

  The homeowner contacted their Southern Homes Personal Builder regarding his dissatisfaction with the location of the floor outlet he purchased.  We reviewed their contract documents (option addendum, electrical cut sheet, and the floor plan), and found the measurements and the location indicated on each of these documents were consistent. Then, Production Team visited the home and measured the location of the floor outlet to ensure that the location matched the contract.  Upon review of the field work, it was determined that the measurement from the back wall of this room to the outlet is 77”, and in fact it should be 87”.  Our Production Team is currently working on correcting the location to match the specifications that were made in the contract.  The homeowner explained to our team that his desire is to now move the outlet to the opposite side of the room.  When we explained we would adhere to the original contract and the outlet would not be moved to the other side of the room, the homeowner notified the builder that he did not care and would be contacting media and an attorney because the outlet ultimately is not where he wants it to be. Our Sales Team did not return his call once they learned he was contacting an attorney. It is typically our practice to allow our legal team speak directly to their attorney in these situations. 

  Business response

  04/28/2023

  Thank you for your feedback. A Sales Manager will be reaching out to you soon. 

  Customer response

  05/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: Yes the sales team did call yesterday. I believe it was only because I mentioned it in the BBB complaint. They called at a point when ABSOLUTELY nothing else could be done to resolve the complaint. I do not believe they had any real interest in doing anything.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  03/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The home builder contractor used my electricity, drove through my front yard to deliver roof frames and trusses to the home next door that’s under construction I’ve attempted on numerous occasions to rectify the issue at the lowest level but nothing was done. I would like for the CEO to be notified.

  Business response

  03/27/2023

  Southern Homes makes every effort to provide the proper utilities to our subcontractor.  In certain instances, this is not possible, and we communicate with the appropriate subcontractor to make arrangements in these circumstances (i.e. generator, or water tanks).  It is never our direction to use utilities from an occupied home.  We make this clear in their scope of work and subcontractor agreement.  In the unfortunate instance where they do not abide by this understanding, the subcontractor is held responsible for the cost of the utility used.  The same is true for damage caused to a property, whether it be from a delivery or work performed on an adjacent property.
  
  Roughly 3 weeks prior to this complaint, a subcontracted block mason used this homeowner’s water.  When the owner of the masonry company noticed his workers using a homeowner’s water, he agreed to pay the homeowner for the water used and this was resolved with the homeowner. 
  
  Regarding the use of electricity, Southern Homes was unaware that this had occurred until we received the BBB complaint.  The homeowner provided our Production Team with a video from her security system, and we were able to identify the trade partner responsible.  Our stucco crew used her power to install lath on the home next door.  After notification of this issue, our team in Auburndale contacted the contractor and made arrangements for them to reimburse the homeowner.  Payment was made on Friday, March 24, 2023.
  
  Lastly, with regards to the damage done to her yard.  A resolution was already in motion at the time we received the BBB complaint.  Our Production team had already contacted the company who provided the trusses and caused the damage.  An arrangement was in place to reimburse the homeowner for the treatment of her sod in the affected area.  The supplier is reimbursing the Homeowner via a check for the cost of the damage.  

  Customer response

  03/29/2023

  
  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

  12/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had multiple issues with the quality of my home. I've been in the home since 2019 as a New Construction home and it appears that I'm having to replace my AC Unit due to rusted coils, major refrigerant leaks and molded spores in my hvac system due to mass production of Lennox AC Units. I don't know why Southern Homes Uses these units knowing the cClass Action Lawsuits filed against them for using Copper Coils knowing it ruins the units. I can't afford the $11,000 it's costing me to replace a 3 and 1/3 year old unit. Southern homes using cheap and horrible quality product for the sake of convenience and saving money while the homeowner over time has to pay the price. I've already had to replace the floors, baseboards, caulking in my bathrooms, as well as having the roof repaired due to poor ******* ship (which they refused to fix). I'm in the works of reaching out to a lawyer due to the financial debt this brand new home is putting me in. Should be ashamed of themselves.

  Business response

  12/26/2022

  Southern Homes has only received one service request from this homeowner which was in regards to the *** The warranty department provided the contact information for our AC company, but the homeowner stated they were receiving quotes and information from outside companies which they did not name. The homeowner closed this service request after speaking to the Warranty Manager on 12/12/22.
  
  Below is a statement from the Lennox representative regarding the class action lawsuit.
  
  ****** also stated that because the home is 3.5 years old, it would be covered under warranty and the homeowner would not have to pay for the coil itself.
  
  "This is old information. Back in 2013, a class action lawsuit was brought on and it involved *******, ******* and ******. ****** opted to settle out of court on the class action lawsuit back in 2015. Back in those days, ****** had copper evaporator coils. In 2017, ****** introduced the Quantum coils on the CBA27UHE air handlers. Since that time, issues were cut drastically and the evaporator coil issue disappeared.

  Customer response

  01/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have thankfully had my AC fixed no thanks to Southern Homes. I've actually submitted two requests and have provided proof of the first initial request regarding my roof AND the email address it was provided to someone in the warranty department and all I recieved back was "Thanks for the info" and never heard back. That's neither here nor there. So my question is, why did my 2019 home recieve an AC unit if they were all replaced in 2017? If Southern homes was aware, they should have ensured their contractors werenmt using outdated product. I shouldn't have had to pay to have anything fixed when I was given a defective product 2 years after ****** supposedly replaced all of the copper coils with a different type.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Southern Homes left the Styrofoam under the air conditioning system in the attic. My neighbor informed me that his roof has water damage from the same problem. I went up into my attic and we have the same problem. This is not the proper way of doing this.

  Business response

  09/20/2022

  Business Response /* (1000, 5, 2022/09/02) */ It is our understanding that a warranty technician called to discuss your concern. As the warranty technician reported to you, our preferred AC companies and the county building official confirm that using the styrofoam in the pan is an approved method and is properly installed. Consumer Response /* (2000, 7, 2022/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First thing first my sprinkler heads were installed and pointed in stupid directions to including spraying the house and the windows of my new home which caused a leak through the window somehow(see pics below)Next, my sliding back door will not lock and I have been waiting for someone to come fix this issue as this is yet another unsafe issue. Third, My ac has stopped working 3 times in one week and this is the 3 week of me being in the home so let me give a run down of this a/c problem......... First time it goes out they say hey u have to get a wet vac and unclog your drain line... keep in mind I just had this home built and just moved in. However the first time they did have someone come out and do it for me. 7/10/2022 Two days after they supposedly drained the line it stopped working again but this time on a Sunday. I called the a/c company as everything is still under warranty but no one returns the call and no one comes out. After sweating all day and all night here comes a knock at my door at 8:30am on 7/11 The a/c techs arrived and stated they dont work on Sunday! Ok so now they took care of the problem and again they tell me my drain was not working properly but its fixed now they can assure me! After speaking to their warranty team manager I was basically told that if the a/c goes out after hours or when the guys are not working I just have to deal with the heat! They can't tell the a/c company when to work! So here I sit in heat again at 12:06am on 7/12 because my a/c has gone out once again!!!! I have called even tho they stated no one would come out after hours and I have written up a service request! Please please never buy from Southern Homes! They sell u the home then basically tells u to kiss their behinds!!! Not profession

  Business response

  09/13/2022

  Business Response /* (1000, 13, 2022/08/31) */ On August 22, Southern Homes' Warranty Manager visited the homeowner for a New Home Warranty Orientation. At the visit, Mrs. ****** confirmed that all items listed in this report had been addressed and/or taken care of, and she has no further complaints at this time. Consumer Response /* (2000, 15, 2022/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Items have been fixed.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty request not resolved. A/C not cooling. Sub-contractor came and stated it was fine. There is a 15 degree difference in rooms. After discussion with the guy, he stated the problem was not his issue, it was installed using Southern Homes design and only Southern Homes could authorize the repair. When contacting Southern Homes they refer us back to the Sub-contractors. I know what is wrong and how to fix but again Sub-contractor says it is a Southern Home problem and leaves. The A/C unit at this rate without repair will burn out and have to be replaced if unit isn't repaired. I don't have $10.000 to spend to fix something so simple. Southern Homes gives excuses until your warranty runs out, then not their problem. It's a simple fix. I want I'd repaired

  Business response

  10/20/2022

  Business Response /* (1000, 13, 2022/08/25) */ On June 23, 2022 a warranty technician spoke with the homeowner regarding her air balance/temperature check that was completed by the air conditioning contractor who installed the air conditioning unit. The rooms that the homeowner had tested were 2 degrees warmer than the thermostat temperature and the rest of the home. The warranty technician explained to the homeowner that a 3-5 degree difference in rooms is standard, and that the 2 degree difference that was found during the test is normal, and could even be considered low during summer months. Consumer Response /* (3000, 15, 2022/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The tech came out before 9 AM, when the a/c had been set to 70 for 24 hours, and fans in the rooms running. Of course before that's to early in the morning. He checked the WALL temperature, never the temp of the room up around ceiling. He also was very rude, and said they installed per Southern Homes design and it wasn't his problem, contact Southern Homes. Southern Homes of Polk County cuts every corner they can, blames every defect on someone else or says it was built to code. I have contacted the code inspectors on 2 other matters and was told sub-par contractors used but done well enough to just pass code. I have 8 statements from others (neighbors) who have this same issue with their A/C and got the same "too bad for you" response. Business Response /* (4000, 22, 2022/09/26) */ On September 2, 2022, the air conditioning contractor revisited the home and increased the blower speed and repeated the CMF testing. They offered to install dampers, and the homeowner refused. The homeowner requested returns be installed in each bedroom. The homeowner was advised that is possible, however, that is not standard procedure and would be at the expense of the homeowner. In addition, the testing from the second assessment came back that the AC system was running as it should. For clarification, Southern Homes does not design ductwork, and the owner of the air conditioning contractor company confirmed that they design the ductwork on their homes, both Southern Homes and all others, using Wrightsoft and according to industry standards. Consumer Response /* (4200, 24, 2022/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) #1, we DID NOT ask for returns to be installed in each bedroom. #2 the 1st FCM testing showed the air was NOT balanced, per statement from the 2 technicians. They turned up the fan speed to max and stated they would call in a week to see if that helped. 2 weeks went by with no call. Finally, their office called and said they were checking with me as I had not called them. I asked were the duct work blueprinted by Southern Homes for our model home and was told YES, the A/C company DID NOT design the layout. It came from Southern Homes blueprint. When they came out the 1st time they had a copy and documented the CFM on each vent. So was put on hold by A/C company then was offered dampers to redirect some of the air flow. I refused as this is just a compromise to a problem, not a fix and requested they come back out and turn the fan speed back down to where it was. Haven't seen or heard from them since, the speed is still on max. Matter of fact, the 2nd CFM test the technicians stated it didn't change much from the 1st test. So it's a he said/she said situation in which Southern Homes will never accept responsibility for anything. It's always blamed on the contractor that THEY hire and contract with. NO I DO NOT ACCEPT a patch job when it should be done correctly the first time.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a to be built new construction home in August of 2021 from Southern homes of Polk county. We walked a "Manchester" floor plan modeled home multiple times. We discussed and viewed specifically where placement of attic access points would be in the new home. We photographed the attic access points in the garage and the one in the owners suite closet. A second set of placement photos are currently located on their website with the same locations of these attic access points. 1 access point was placed in the garage with an Air conditioner pipe obstructing the entrance to the attic. We paid an additional premium for a ladder to be installed to help service the AC unit in the garage attic and access to extra storage space. We can't service the AC unit because the ladder was installed going the opposite direction. You can't safely service the ac unit, due the ladder goes up to the right and the AC unit is to the left of the opening, nor place anything in the attic because of the pipe. We were told by Southern homes that this is to code as an acceptable access point. Which leads us to the 2nd attic access point being placed in the middle of a bedroom ceiling, not in any closet or even the correct room. We noticed the incorrect 2nd attic access point and notified construction management immediately. We were told they will "look into it" and came back with it can't/will not be move the 2nd access point over multiple conversations. We have 6 closets, 2 are located in the Owners suite. We are told none of these 6 areas could have this access point due many nonspecific reasons, just generalizations. Our issues are the garage access point has hazards, but it deemed acceptable by Southern homes. The 2nd access point can't be placed anywhere else because of hazards? This is a bait and switch situation. Among multiple other items paid for and had to advocate for them to follow their end of the contract. 1st picture placement issue, pictures 2-5 is what is advertised

  Business response

  06/23/2022

  Business Response /* (1000, 10, 2022/05/24) */ On April 14, 2022, Southern Homes was contacted by the homeowners who expressed their dislike of the attic access placement in the front bedroom. The personal builder explained that at times, flex lines, lights, smoke detectors or wires can affect the placement of the access, which causes them to have to be placed in a bedroom. The production manager was then informed about the issue, and he asked a framer to meet him at the home to evaluate the situation. The original evaluation was that there was no other area where the attic access could be moved to. The production manager requested a second evaluation from the owner of the framing company. It was determined that he could relocate the access to the master bedroom closet, but mentioned there were a few AC flex lines above the opening, as well as an AC grill that was right on the casing for opening that could potentially make it difficult. The production manager then called the homeowner(s) and relayed the message that the access placement could be moved into the master closet, and they were very thankful and appreciative. Ultimately, the attic placement was successfully moved into the master closet.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The management team from the start has refused to talk with me every single time. I am handicapped and a 100% service connected veteran . Not only did I try and call several times, I drove to the headquarters twice just to be escorted away, even though I am spending approximately $300,000. I Feel discriminated against on some of the delays with southern homes building my home and according to the secretary they refuse to talk with me. I am backed into a corner and feel that they are trying to make it look like I refuse and give them the right to take my house away and forfeit about $40,000 of my money. Below is a pdf of a letter I wrote to try and get a response other than the sales team and builder.

  Business response

  12/17/2021

  Business Response /* (1000, 19, 2021/12/17) */ First of all, thank you so much for choosing Southern Homes as your builder. We work hard to maintain a high level of customer satisfaction and regret that we failed to meet your expectations. Our management team, including the Production Manager, the Senior Production Manager, as well as our Purchasing Manager, have worked or spoken with you several times throughout the process of building your home in order to resolve your concerns. Our construction team, including the construction managers, are typically out in the field and not at the corporate office throughout the day, however, our Production Manager reached out to you the same day you visited the office. Due to you being out of town, and per your request, we held off on your New Home Orientation until you returned. Also per your request, the Production Manager and the Purchasing Operations Manager were present for your New Home Orientation. Our goal is to have open communication with all of our customers, and based on the above, we are pleased with the amount of communication we supplied to you during your home building process.

*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. ↩