Complaints

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:11/11/2024

  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.

  There was a small crack in the ceiling, From the very beginning, the work was not done well because your contractors did not add mesh at the junction of the two drywall panels because of this, a crack formed there. **** (Warranty manager) assured me that they would fix it and everything would be fine and not very noticeable. On the other hand, in the evening, a hump that someone made can be seen on the ceiling. Someone has come several times to make minor repairs that DO NOT FIX THE **** ON THE CEILING! This is called low-quality and unqualified work. The fact that you redone it several times only shows that the work was done poorly. I am not satisfied with the quality of this and I see it every day. **** said he will not be fixing it anymore. I have attached a photos. I do not accept this job and I am not satisfied that a hump was made on my ceiling.

  Business Response

  Date: 12/03/2024

  Thank you for forwarding this customer complaint to our attention. We've previously been in contact with our customer multiple times previously to directly address his complaint. We regret, we disagree on the details as described but remain available to our customer through our warranty contacts, and have responded to his communications consistent not only the warranty performance standards, but have provided additional attention to this complaint including improving the aesthetics of the complaint area. 

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22540196
  
  I am rejecting this response because:

  
  The issue is not solved. You only tried to mask this defect and did not try to solve it. In the warranty department no one offered to solve it again, instead I just got the answer that this defect is normal.
  Sincerely,
  
  Rostyslav Chornobai

• Initial Complaint

  Date:12/27/2022

  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.

  Signed first closing (construction loan) with Cardel that included pool/decking install on 4/26/21.Final closing on home on 6/23/2022.Prior to official closing on home we documented with Cardel that the travertine decking was an issue due to stains/uneven stones starting from March 2022.During the closing of our home we had a walkthrough and documented with Cardel that the travertine decking was an issue due to stains/uneven stones and they promised to fix it.After the closing we followed up regularly and Cardel maintained that it was the pool vendor who needed to fix the issues. Cardel made arrangements with pool vendor to fix issues with travertine decking by cleaning the stone with an unknown solution and later coming back to replace it after cleaning it was unsuccessful. The stains and mold kept coming back progressively worse.The pool vendor seemingly pushed back on Cardel that there was greater issues beneath the surface such as structural and material related issues.The decking is under warranty with Cardel as it was included with the build of the home. Cardel acknowledged that water damage/materials underneath the stone are the likely cause to the stones surface. After countless emails over a 8+ month time, Cardel refuses to provide warranty paperwork and replace the stone/repair underneath it. It is evident that the problem lies beneath the surface and the stone above it is irreparable now.After 8+ months of back and forth emails, phone calls, and visits; there has been no resolution. We would appreciate Cardel take appropriate corrective action to address the root cause of this issue. At this point we are well beyond another cleaning which has been done 3 times already to no avail. This would mean hiring a decking specialist to replace the entire deck and repairing/replacing the materials underneath the deck the appropriate way so that the travertine laid on top does not suffer from damage. Another alternative would be complete reimbursement so that we can make the necessary arrangements to repair the damage.

  Business Response

  Date: 01/26/2023

  I have personally been in regular communications with this customer. The complaint of staining at the customer's pool deck is, per manufacturer and insaller's opinions a natural reaction to moisture and the natural stone. It began presenting this tinting during construction and we did agree to treat. We have also extended an offer to seal the travertine following treatment. We agree we have taken considerable time to both outside specialists, cleaning products and methods. This has been important to us prior to sending a new trade to our customer's home. I've offered to show results of treatments and sealing at a nearby home under construction. I've provided requested warranty information regarding the stone. I would encourage the customer to seek outside opinions if in doubt about our approach and opinions. I've explained our assigned trade will be transparent about the materials to be used and the process he'll use to address this cosmetic issue. Our customer has provided me with several questions prior to allowing access to the home for the repair which I have answered. I've requested access to the home with dates from our customer to allow the repair to take place. I am awaiting a response from our customer.

• Initial Complaint

  Date:08/18/2022

  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.

  We want all warranty issues addressed on our home. We also seek monetary compensation for all the trouble we have been put through.
  Doors - sand and repaint or replace pool bath door. Adjust all doors not closing correctly.
  Windows - replace master bath window, replace screen in nook
  Drywall - Fix all holes
  Stucco - fill all exterior joints on exterior of home and paint
  Trim - fix master bath trim and replace all door knobs that are ruined, replace weather stripping
  Cabinets - repair all faulty cabinets and knobs
  Tile/grout, tile backsplash - fill holes in master bath, fill holes in showers, replace butlers pantry backsplash/install it correctly
  Pavers - replace any bad pavers
  Pool - get our pool turned on, fix all warranty issues, fix spa tile, replace pavers, give us at least two months of free cleanings to due all the metal found in our pool
  Paint, caulking - everywhere needs addressed, everywhere needs touch up paint, front door needs repainted
  Cleaning - clean our door knobs, doors and hinges and pavers
  Carpet - remove the carpet vacuum under it and install better padding
  Countertops - polish the edges
  Plumbing - fix faucets, move the lines to correct area for BBQ setup
  HVAC - cut and repair BBQ vent
  Landscape - looks terrible! replace two trees/plants, fix area by patio, replace plants that died, replace sod, fix grading issues
  Electrical - move switches to correct locations, caulk switches/outlets that are uneven
  Appliances - fix dishwasher, level fridge and give us a drip tray
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Thank you for forwarding this customer complaint to our attention. Due to the continued difficulties in this un precedented build environment as well as an increased urgency by buyers such as our customer in this instance facing an interest rate lock expirations and increased interest rate on their home loan. To close in advance of that deadline, we'd deviated from of our normal processes and agreed to a move in date with likelihood of some items to complete after move in. Additionally, this customer as a remote buyer and was not present during construction or at final closing. We'd only met to discuss open items after move in. We deeply regret this situation. Our service department has coordinated a trade date and will continue to follow up on any actionable items required. Not all of the requests in this complaint are actionable. The requests which are outside of the scope of any work to be completed at the home are also being communicated currently. All future communications will be with the customer directly and future correspondence in in this forum may not receive additional replies. Thank you again for conveying the complaint.