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:02/28/2024

  Type:Delivery 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 entered into a contract with Southern Valley Homes (SVH) to build a new home located at *********************************************************************** in April of 2022. To date, the house is still not completed. I have had to extend my construction loan period twice which has resulted in additional interest charges being due. SVH advertised that a custom build takes ***** months to build. We are currently at 22 months. SVH refuses to provide detailed information on the remaining construction items, a date of completion, and the cost of items required to complete the build. We a;lso have had numerous conversations regarding who is responsible for the additional construction lan interest incurred as a result of the construction going over the 12 month period. Per our contract with the lender, the builder is responsible for paying the additional interest. I can provide a copy of the contract. SVH disputes this even though ************************* signed the contract. I have been unsuccessful in ******************* and have not received updates or a completion date. Today I inquired on the status of the progress of the home and received this response, "Working on the remaining vendors/schedule. I'll update you sooner than later". This was from the construction manager. Also, SVH has constructed two model homes during the almost two years that my home has been under construction. Please help.

  Business Response

  Date: 03/13/2024

  There are several factual inaccuracies in the complaint, frankly it's far enough off from reality and missing enough context that it isn't worth responding to. The customer here has on several occassions delayed his own project, including multiple breaches of construction contract that we are prepared to litigate against if necessary. We have been in regular communication with him on updates and completion status, both in writing and in conversation with his project manager. The customer spitefully submitted this complaint after being unhappy that we requested a normal construction draw, we are and have continued to progress as per normal process despite the customer's actions.We consider this frivilous, false, and resolved. 

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21359177
  
  I am rejecting this response because:

  SVH has failed to provide the details of the delays they claim we caused nor the "several breaches of contract" referred to in the response. I have attached a lengthy email that lists dates of completion of projects and I have photos (************* stamped) from ground breaking through the current state of the build. SVH is aware of this email but never responded nor disputed the information within. We had one additional change to the project after construction began which was the expansion of the second bathroom ******. This did not prevent other projects from being completed in the house. We have received updates from **** (Project Manager) but he was unable to answer specific questions that were posed to SVH Management. SVH has never explained the reason for the construction delays (now approaching 24 months since we contracted) nor why the original 6 month extension was not sufficient to complete the build. We are aware of other projects that were completed by SVH during our build which leans to assets being shifted from our project to those. We also have photos of packing slips for items that should have been installed during the first extension period that were order on 27 September 2023. This shows that there was no intention to complete the build on time (by October 2023). 

  Breach of construction contract: I'm sure this is referring to the pool construction that was recently completed. Based on the completion date of the home (first extension date) of October 2023, we contracted with ******* Pools to install our pool. The original construction date was December 2023 which was well after the October completion date that SVH provided. We had already contacted ******* Pools and explained that the pool construction would need to be delayed however, we did not set a date. We were fine with waiting until the home was completed to install the pool. SVH and ******* Pools had a conversation regarding the pool construction but we were not part of that conversation. We do not know what was said or agreed upon. As I explained to ************************, we did not schedule the date of the pool construction. Since we were not part of the conversation, we don't know who chose that date. Nevertheless, I asked what projects were postponed due to the pool construction and never received an answer from SVH.

  Normal Draw: During a phone conversation between ******************************* (lender), *****************************, and me, ************************ stated that he would fund the remainder of the build himself to avoid additional interest charges. Once the pool construction was underway, he requested an additional draw citing the reason was to pay for items that had already been completed and to "catch up" from the delays the pool construction caused. Again, we still have not been told what projects were delayed. Also, another issue was SVH requested a draw which was approximately $10,000 over what was allowed. This shows another incident of poor management.SVH should have known the draw limit prior to requesting the additional funds. 

  We spoke to **** who explained that the outside projects (grading, sod, irrigation, entry door and garage door paint, etc.) would not begin until the interior was complete. On February 2nd, we received a text that said the "Floors are done. Paper is down to protect them throughout, mstr ****** fixtures have been completed, next week is the 2nd trim and lock out. Appliances being delivered. Following week they will be installed and the electricians will be back for the final punch and hot check". Obviously, the interior was not complete by the time the pool was completed and filled with water. Pool construction started approximately 5 January 2024 and was completed approximately 2 February 2024. Based on this, no exterior projects would have begun during the time when the pool was being constructed. If anything, ******* Pools helped with the grading of the backyard. So yes, I am unhappy with SVH; this should not be a surprise to ************************ because I told him my intention was to report this to the BBB, VA, and the *** for the ******** Army National Guard; which I did. 

  I would like to know what "factual inaccuracies" are in the complaint, what the "multiple" breaches of contact were, and what delays we caused. The fact that ************************ did not include these confirms my claim that we have not had several of our inquiries answered. I assume he is not pleased with this matter being escalated. This could have been avoided but there is a point where something needs to be done to ensure we are satisfied and hopefully avoid this happening to another customer.

  We simply want the project completed. We wanted SVH to honor their timeframes but we are far beyond that at this point. I do not consider this matter resolved by any means. As of today, 13 March 2024, we still do not have a completion date; estimated or otherwise. We are scheduled to do a "first walk-through" with **** on 20 March 2024 at 0900. The deficiencies we find must be corrected for the final walk-trough (date TBD). Hopefully at that point we will get a completion date and be able to schedule the closing.

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

  Business Response

  Date: 03/28/2024

  BBB:

  We are actively working with the lender on closing here. The customer is in direct communication with our office and the project supervisor, has signed closing documents and is fully aware of the status and remaining schedule including the closing next week. We do not provide contract documents to third parties, those are specific to our buyer and ourselves. Again the original claim was ********* and factually untrue, and again this project will be closed and funded next week provided the buyer completes their lender requirements. This matter needs to be closed out. 

   

  Regards,

  ****

   

• Initial Complaint

  Date:05/24/2023

  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.

  Unreasonable amount of time to complete project.Permit issued June 2021 to start construction of custom home.Home not completed as of May 2023.Delays caused by omissions, poor supervision and construction quality that needed correction.Taking too long to resolve issues.Added charges due to their mistakes and lack of knowledge of local building codes.

  Business Response

  Date: 05/24/2023

  ************************ is aware of his project completion timelines, his home project is a coastal/waterfront home with atypical building requirements and recent changes that are still fluid with the local municipality. We have example homes from other contractors in a similar area with similar scope with permits open for 36 months. ************************ has become hostile and unprofessional in his recent dialogues with our company, this complaint is based out of spite - he is well aware that we are working diligently to complete his project and have every incentive to finish as soon as we are able to, which we are doing. We will complete the project per his contract. 

  Customer Answer

  Date: 05/29/2023

  Complaint: 20098768
  
  I am rejecting this response because information that contractor stated is not factual. 
  I have never been given a completion date although it has been requested on multiple occasions.  Our contract stated 10+ months and we were never informed of 2+ years.Examples:  June 2020 met with 1st ******* and projected timeline was stated 4/2021; December 2021 met with 2nd ******* and projected timeline was stated approximately 12 months; February 2023 met with 3rd ******* and projected timeline was stated 2 months, maybe more, maybe less.
  The contractor states delays are due to Coastal/waterfront location:  I have documented examples of delays that were caused by poor supervision.  I identified/documented that the 1st completed Footers did not meet engineered plans which led to excavation/removal and restart of project. The finished floor elevation certificate was not performed in proper sequence as stated in the Citrus County residential application checklist Item 7 leading to delays of the lintel pour. I identified broken trusses on 8/6/22 and reported to ******* which created a delay in the dry-in inspection.  ******* began conversation in 10/2022 with me regarding access to meter for *********** which 7 months later and 2 failed pre-electrical inspections and a $2,900 change order to rectify the issue is still not resolved.  I obtained information from the local municipality and *********** which revealed the meter could have been dropped to 5 feet approximately instead of the resolution by the contractor.  Should the meter height location have been determined by a licensed electrical engineer with knowledge of local waterfront codes and not the *******, local inspector, and electrician?
  If threating to hire an attorney and complaining about project delays is considered hostility, I am guilty. Please provide documented proof if this is not what you are referring to. The continued project duration has caused emotional, physical and financial health issues for my family.
  In conclusion, all I am asking for is the completion of my home.  My biggest fear of opening this complaint was retaliation with more delays resulting in prolonged construction and lack of communication in the process. 

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

  Business Response

  Date: 05/30/2023

  ************************ received verbal explanation from a singular county employee and is objectively false in his claim regarding building code - everything is done per written building code and requirements, and the project is being completed per the construction contract. There is nothing further to say here and this will be our final response on the matter, our staff has been in constant communication with ************************ and we will continue to provide relevant updates as they become available via normal course of business. 

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20098768
  
  I am rejecting this response because:

  This was not a singular persons response.  The first person I spoke to was ****, the Duke engineer who inspects the meters from ********* to *************, who informed me that the meter did not need to be at ****. I then called the ******************************* and spoke to *********************** who confirmed ***** statement but did mention that it could not be a meter/main disconnect combo. 
  It has been 1 month since the underground electric was installed and we still have no power to expedite the completion of our home.

  I dont understand why we cant work together to resolve issues as in your mission statement below, instead our experience has been completely opposite. 

  Our philosophy emphasizes key principles we feel are a must in any personal or professional relationship - honesty, integrity, and transparency.We are committed to doing the right thing for each and every customer, and will work tirelessly to do so.  At Southern Valley Homes, we understand how important the decision of Home Ownership is to you and your family. A new home is both a significant financial and personal investment, and one that deserves as much attention as it takes to ensure you feel safe, secure, and comfortable in your decision. Our team is here for you throughout to help make the process as seamless as possible and ensure all of your needs are addressed immediately. 

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

• Initial Complaint

  Date:03/30/2023

  Type:Order 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 signed a contract to build a house 3/2/21. We were told it would take 7 months - 1 year **** We are beyond 2 years now and are fed up. We would like to take possession of the house and deduct the few things left to do from the final amount due.

  Business Response

  Date: 04/12/2023

  Hello, this home has been closed and turned over. We are confused as to what this complaint even is, the day this was filed we were complemented on the walkthrough and how pleased the Knight's were with the home. Either way this is a non-issue as this job is completed and turned over. 

   

  ****

• Initial Complaint

  Date:01/18/2023

  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.

  Ever since we bought this house weve had so many cracked tiles. Weve repaired three different areas and now were facing three more newly discovered cracks! This is due to the fact that they didnt install membrane over expansion joints.

  Business Response

  Date: 02/02/2023

  Hello, we have never done business with whoever this person is. They have never purchased a home from ** or interacted with us in any way, this is an erroneous complaint. 

   

  Thanks,

  ****