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:03/03/2025

  Type:Sales and Advertising 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.

  Hi BBB, I am the HOA president for ***************** Community in ***********. Our neighborhood was built in two phases. The first phase in 2018 by Kerley Family Homes and the 2nd phase by **************************** 2021. We have had numerous issues throughout the past few years we've had to fix. Sewage Leak around $9,000 no fault of the homeowner, $25,000 in regrading for erosion control, and I believe over $15,000 thus far in roofing repairs. We have already received 3 homes with roof leaks in 2025. After inspection from Source One Roofing, we have been told due to improper construction of the roofs, this is why we are experiencing these issues. To fully repair one home will cost $8,700. Due to the significant amount of repairs in a short time and with Source One's statement, we would like to see how BBB can help us work with Kerley Family to resolve this issue. Any guidance would be greatly appreciately! Thanks so much!

  

  Business Response

  Date: 03/17/2025

  Hi *****,

  We did build some of the homes in this subdivision, but we did not build out the majority.  It was noted on our end that we cut out a large slope in the subdivision but the builder who started construction after us replaced this with a wall which would have impacted the erosion. 

  We did not develop this property/land so Kerley Family Homes cannot speak on the sewage leak.

  Lastly, we have not received any warranty claims for ***************** in 2025 so I dont believe the roofing issues are on KFH homes.  We completed our portion of this subdivision more than five years ago so any roof install deficiencies would have likely presented themselves well before now.  

  If any KFH homeowner is experienceing issues, we welcome them to reach out to our warranty department for assistance.

   

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my house located at Sandtown Estates Lot #1 June 2021. I had a wonderful experience when dealing with Ms. ********************* as a customer. It has been a long journey where my patience was tested several times: my house had to be torn down and rebuilt. This was an inconvenience for me and my family but not once did I complain because Ms. ***** did an exceptional job of providing customer service, reassurance, and support.**** and **** took over as builders to my house and I ended up closing on 6/30/2021. On July 4th, we used our jetted tub for the first time and little did we know the screws to the jets were loose as a result water flooded through the kitchen ceiling. There was water damage to the kitchen and master ****************** floors. This is when I first encountered warranty department reps, from the beginning they wanted to minimize the issue and made it sound like it was my fault. Once again I did not complain and just wanted to get to the bottom of the issue and deal with the facts. **** was able to act as a buffer and assured me that everything will be taken care of. ******* was also sent to make sure that I am not lying about the extent of the water damage. About a month or two later, there was crackling noise on my kitchen floors and I submitted a ticket via the portal, but it was canceled with the reason of deferment to 11-month inspection. I objected to the deferment since this was clearly from water damage. **** was sent and he confirmed the damage and the issue was resolved.A month later, there was moisture damage on the stairs baseboards and I brought this issue up via the portal. My request was once again denied without being inspected and when I called and spoke to ******, she didn't want to hear anything from me. Instead she wanted to convince me that there is no moisture as if she lives at my house. As a result, she hung up the phone in my face without trying to resolve the issue and mind you not once did I curse or say anything rude to warrant that unprofessional behavior. When I called again her coworker picked up the phone and she also told me that yeah they are quick to hang up the phone to their customers. I told her that is not professional and asked for their supervisor, she said they are each other's supervisors which I found very disturbing because they are not representing your Kerley Family Homes's hallmark of dedicated service. So once again I called **** to come and check the issue and he did confirm my suspicions and remedied the problem to my satisfaction. Warranty reps are not interested in helping customers and have both told me that all they do is hang up phones on your clients. This is the reason I am reaching out to you since you are the owner and there is no **** to help me resolve outstanding issues at my house. The only person that I had a good experience with in that department is ******.On May 11th, 2022, I submitted a ticket via homeowner portal for 11-month inspection with these items below:*Master bathroom door not aligning - fixed but needs painting *Cross in mbdr closet -not done *Regrout all bathroom floors and inside showers - Done *Nail popping Mastercard ceiling - needs painting *Regrout trimming in master bedroom ceiling - needs painting *Crack on master bedroom ceiling -needs painting *Dining room ceiling - not done *Mud room wall trimming - not done *Kitchen floor separating from wall - not done *Dining room floor separating from concrete - not done *Kitchen counter separating from wall - not done *Kitchen mold separating from ceiling - not done *Garage ceiling and door nails popping - fixed but needs painting *Patio ceiling - nails popping and regrout to ceiling - not done * Stairs regrout openings between stairs -not done **** came to do a 11-month walk-through at my house on May 23th, 2022. In the midst of a walk-through he found other items listed below:*The back porch light was not installed, there is a cap in place instead of a light and **** said it was placed there just to pass the inspection until the electricians could come and install it. He apologized for missing that item then reassured me that he will contact the electrician to remedy that.- not done *The front bricks are exposing the mesh in the front of the house, he noted that and said he was going to call the contractor to fill in it. - not done After the walk-through I was given a date of June 21st and 22nd, 2022. I took off work so that I could be there and sign off on anything that needed to be signed off. Unfortunately two contractors showed up: for the bathroom **************** and also to fill in where the nails popped off the walls. I asked them about doing the other work like filling in the cracks on the wood and ceiling mold, they told me the painters are the ones that need to do that. Unfortunately, those painters didn't show up the next day and the floor contractors were no show too. I tried to call **** and he didn't answer his phone and I assumed that he was swamped with other work and will get back to me as soon as he is available like he had done in the past. We were leaving for a family vacation on June 24th, ************************************** when we get back. While on vacation ****** called me to check if the work was completed and I told her no and the status. That's when she told me that **** was no longer working for KFH and to submit another request via portal with work that still needed to be done when I got back from vacation. In addition, to send an email to the ******************* to let them know that I submitted the request. I did that and she replied to that email asking for me to send pictures then wait for the ************* to process my request. The pictures were also sent to that email.Later I received this disturbing email from the warranty department once again bullying their way and telling me everything was done. The last time I checked, I paid for that service that was not completed and am not trying to use KFH as a handyman service. Their choice of words are evident that they do not take pride in their work and above all don't care about their customers. Before they sent that email, they should have done their homework and verified everything instead of assuming that they are right. They accused me of sending an anonymous email to them and making me sound like a *****. I have been nothing but an understanding and patient customer in the midst of horrible customer service from KFH warranty department. There are other customers who can relate to my story and have decided not to bother KFH but I just want to things made right and to close this chapter with KFH honoring their end of the deal. I have taken so many days off dealing with contractors not showing up and when I contact warranty department they ignore my requests and eventually act like they forgot. This has taken a long time and I need a builder sent to correct the issues. Instead of sending contractors who tells me they were not sent to fix that but paint like they did June 2023.

  

  Business Response

  Date: 02/26/2024

  We appreciate the feedback in regards to Sandtown Estates lot 1, and would like to clarify on some of the facts and timelines. 
  First, we want to address the comment stating my house had to be torn down and rebuilt.  This statement is somewhat true as we were unsatisfied with the framing of the home and thus made the decision to demo and reframe the house so that it met our standards of quality. 
  In reviewing our warranty records on lot 1, there were several warranty requests by the homeowner in which we addressed and scheduled contractors to perform repairs.  There are circumstances in which contractors do not show up to scheduled appointments and we take this seriously as we understand the frustration this causes for a homeowner.  In all situations, but especially these, we do our best to work with the homeowners schedule when booking repair work.  After the work was finished on lot 1, we called the homeowner to confirm the work was complete and to their satisfaction in which they did confirm. 
  We would also like to point out that the last warranty request we received was in August 2022,months after the homeowners warranty coverage expired.  We have not had any correspondence with the homeowner in almost 18 months and thus this complaint was unexpected.
  Lastly, our warranty department makes a great effort to ensure our homeowners have an enjoyable experience after moving into their new home.  In no circumstance would a warranty representative hang-up on a buyer unless they were being threatened or severely berated.
  We are disheartened that this homeowner feels they received poor service as it is always our goal to provide our buyers with a high-quality home and positive customer service experience.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21303572
  
  I am rejecting this response because:

  Like whoever replied mentioned that Kerley receives our requests and sends those requests to contractors who don't show up to do the work. When I call their warranty department they don't respond and act like all is done and take months before they reach out. Or they are rude then hang up the phone. This is why this issue has dragged this long and I have attempted to contact them but I am being ignored. This is the reason I reached out to BBB to get them to come finish the items that were never done in the first place. Before they say I confirmed everything was done they need to send a builder to look at the tapes that were still left on the items in question and I have sent them pictures per their request before and I will attach those pictures again. Then check your email correspondence from me on your warranty emails you will find the same pictures emailed to your office.
  * The light fixture on the back patio was never installed and when **** came to do the 11 month walkthrough he identified that issue. So the light fixture was delivered and they sent painters instead of electricians. I have been telling the *************** about this issue and they told me that's a lie. So one of the attachments has a picture of where the light is supposed to be installed and the fixture still in the shipping box.
  * The patio ceiling that was not aligned, **** told me it will be done during the 11 month inspection, then he got fired. Kerley sent painters who told us they don't do that. I sent Kerley an attached email and there was no response once again. They are good at sending contractors with paint brushes to hide their mistakes. They fired **** before warranty work was completed and I have had issues getting them to finish those warranty jobs they claim were completed. I have sent pictures of work that still needed to be completed, it gets acknowledged but never gets done again. 
  * The tile on the kitchen floor is not aligned and I sent them pictures. They told me someone will come but painters were sent again but no-one from flooring came to fix that.
  * The counter top was separating from the wall and needed to be grouted and yet again they sent painters when I was told they will send ******* West to do the work. 
  * One of the stairs had to be replaced and they left a hole. **** said that they will need to caulk all the stairs so that they match. Once again he was fired and no one came to follow-up. They ignored my requests. I am attaching the pictures and please go back to the emails that I have sent to Warranty and you will see the same pictures. These issues were never corrected. Once again, it will not cost you to send a builder to check what I am talking about.
  The reason we fell through the cracks after **** was fired and every lot that closed behind me they are also having the same issues of 11month warranty work not being completed and the warranty department is being nasty about making things right for their customers. I am attaching the email that was sent to the warranty from lot #3 still having issues with work not being done and the response from the warranty department was unprofessional because they sent it to me. It is hard and stressful to work with people that lack customer service and are trying to cut corners at the customer's expenses.
  Without the builder there is no one on their side who comes to verify that all work is completed and now they are lying saying that I confirmed all the work when that's false. Send the builder to verify in person what I'm saying so that we can move on from this chapter.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/08/2024

  As always, we want to ensure the complete satisfaction of our homebuyers.  We contacted the homeowner of lot 01 at Sandtown Estates and scheduled one of our superintendents to visit with her at her home.  They discussed the issues referenced in her message and we have arranged for all items of concern to be addressed.  Although not all work has been completed as of yet, all work to be performed has been scheduled.  The homeowner seems to be appreciative of our response and we look forward to rectifying the outstanding matters.  Again, it is always our priority to ensure that our homeowners enjoy their new space and are proud of their KFH home.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21303572
  
  I am rejecting this response because:
  

  The business contacted me to schedule for the contractors to come fix the issues on 4/2. However, I have been down this road for several months with this company, where work is scheduled but wrong people show up. I have wasted my PTO days from work by taking too many days off from work for this and nothing happened. Kerley warranty department would schedule their contractors to come fix issues but then send painters, who don't work on those items and then when I contact them about this, they ignored my requests. This is why I reached out to BBB to help mediate this until all work is 100% done due to Kerley's history of dropping the ball. So I will not agree until all work is completed. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/05/2023

  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.

  I closed on my home in the Autumn Ridge subdivision on November 2019. Initially, there was a lot of problems going on with the house that Kerley Family Homes (KFH) was slothful about taking care of. Some of them were resolved but some was not, including cracks in the concrete foundation and substandard Concrete on my porch, which is discolored with red clay **** and when the weather is cold, it turns as white as salt in some areas. I can also see the ground from the holes. My other complaint is that today I attempted to shut the water off to my home from the main valve because of a consistent shower leak. IT WOULD NOT SHUT OFF! When I called ******************************************** (who KFH hired) they said that they couldn't find my address and that my home is out of warranty. Today is the first time that I tried shutting off the water through the main valve, so how was I to know that is was malfunctional?

  

  Business Response

  Date: 04/06/2023

  We have carefully reviewed the history for this homeowner and find this complaint unfounded.
  
   It is correct that the homeowner is out of warranty.  The last correspondence from them is 3/2021, over 2 years ago.  No indications are found stating the dissatisfaction described in this complaint.
  
  Our records indicate the home closed on 11/15/2019.  This customer is out of warranty for both 1 year and 2 year systems coverages; the ten year structural coverage remains in effect.  
  
  Repairs were performed in accordance with the *** warranty obligations including the 11-month courtesy inspection and repairs to correct  **************** of settling.

  Based upon the above, no further repairs will be performed.

• Initial Complaint

  Date:04/03/2023

  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.

  We were supposed to have an 11 month walk through (like every builder in the business actually does). We have called, emailed and added to the builder's portal with no responses. We have a leaking sink, a missing piece of flooring, *************, none of our hardware was tightened, weather proofing needs fixing by the front door, we have siding coming loose, some missing trim work, they promised us air filters and a higher retaining wall. No one will return our calls. All in all, this has been the worst home buying experience we have ever had. Kerley is unresponsive and absolutely does not care about their customers.

  

  Business Response

  Date: 04/04/2023

  
  We have sent 4 different emails to this homeowner related to the 11 month with no replies.
  
  Sent email to the email address *********************** requested we use as primary contact on 11/3/22***   (*************************)
  
  They still have not submitted their list into the homeowner portal as instructed.
  
  TIMELINE:
  
  2/13/23 - H/O made  portal entry to schedule 11 month ;no items indicated- just the request.
  
  *KFH replied twice on 2/13/23 to the request with detailed instructions how to  submit list, and to call us once submitted.  Included warranty book attachment which instructs the same. 
  
  They did not respond.
  
  3/6/23 H/O made portal entry request for  11 month again with no list of items just the request.
                 *3/6/23 KFH responded with instructions again stating we            replied on 2/13/23 with 2 emails.  No reply from H/O>
  *3/7/23 KFH responded again with instructions for list; again no reply from h/o.
  
  Have no record of phone calls from homeowner unreturned or otherwise.

• Initial Complaint

  Date:03/22/2023

  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.

  I purchased a home from Kerley Family Homes in 2020. I dont have anything good to say besides the sales person being very professional and nice. The builder doesnt have any idea of what he was doing. After a few months of living in the house I started noticing more and more imperfections, the more I look the more I find. The paint on the walls is horrible, the corking all over the house is horrible, the Sheetrock had holes all over them and they where just patched up very poorly, all the door frames are not leveled, there is paint all over the window frames, there is paint all over the roof, the staircase seems like its about to fall apart, they hid a bunch of cracks and broken concrete by covering it with pine straw, there are red **** stains everywhere from the builders not caring, sheetrock coming apart from the ceiling, in the kitchen they installed a cracked cabinet and told me that they can only put a patch on it, the roof came apart in the front and in the back of the house so I had to pay $500 out of pocket to fix it, there is only warm water coming out of the tubs faucet it never gets hot, the builders threw their trash into the back yard, beer bottles, roofing materials, metals etc. Also, someone with long hair took showers in our brand new home before we moved in because the drain was clogged and we unclogged it by pulling out a bunch of hair. I advise any and everyone to find a builder that cares about the quality of their homes. FYI, the warranty department will not get anything fixed, all the nail pops that got fixed were all painted with a different color paint. Oh and all the floors upstairs and the stairs are squeaking like the house was built in ****. The wall in one of the bedrooms has moisture coming in from somewhere and the paint started to peel off. This house was built very poorly by builders that do not care about what they are doing, they just want your money. If yall dont believe me I will post all the pictures to prove it

  

  Business Response

  Date: 03/28/2023

  
  We are happy to address the complaint entered by *****************
  We see they indicated a recent roof leak for which they had to come out of pocket for $ ******, and cant help suspect that this  roof event is the crux of what has compelled this unfair and unfounded complaint. 
  While they are outside of the 1-year limited warranty coverages for workmanship (home closed on 1/15/2020) , it must be noted that during the end of December 2022 (3 yrs. later), ******* and the surrounding metro areas suffered abnormal weather conditions including extreme winds such that a state of emergency was issued.  Roof damages from weather were reported by local news authorities all over the metro area. 
  Quite important is that on 1/6/2022- over 1 year ago - was the last contact we received from this homeowner.
  To address their unsubstantiated statement stating KFH ************* will not get anything fixed, it is noted that an 11-month inspection was conducted 11/15/2021 and repairs were scheduled for 1/10/2022 and 1/11/2022.
  Ten (10) separate service orders were sent to the original vendors to perform repairs at the above noted dates.  Homeowner was sent copies of each service request which included the vendors contact information 2 wks. before the work was to be done.  Homeowners are also instructed to contact vendors direct should any scheduling issues arise,  and to further inspect all work  before each vendor leaves the home to ensure homeowner satisfaction.
  Based upon the comments made relating to paint match and squeaks, neither can be guaranteed due to naturally inherent characteristics of paint and oxidation as well as expansion and contraction.  It seems apparent this homeowner did not read  their warranty coverages manual that outlines these issues and more.
  Our manual and related coverages reflect the Residential Construction and Performance Guidelines provided by the **** (NATIONAL ASSOCIATIONS OF HOME BUILDERS).
  Additionally, the homeowner is given two (2) orientation walks which are designed for the buyer to point out the imperfections / requested touchup before they close on their new home.   The homeowner had few items on the orientation list for which they signed off on as complete. 
  Kerley Family Homes takes great pride in our product, and the efforts we make to ensure a happy homeowner before, during and after purchase.  Each and every warranty request is handled with the utmost consideration and attention. 
  We encourage **************** to take into account the work that was completed in the home as promised, the December 2022 extreme weather event likely effecting his roof and to explore the valuable homeowner maintenance tips and guidance provided in the warranty book. Perhaps a phone call to our office would have been most helpful in abating the homeowner concerns in view of not having had any contact in over a year.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19633299
  
  I am rejecting this response because:
  The roofer told me that the damage occurred from poor construction. Also, the roof damages didnt happen recently. All the service orders that were put it got completed but again very poor workmanship. Only one vendor showed up for when the services were scheduled. I had to reschedule and reschedule too many appointments. When I did the walk through before I purchased the home there is no way that I could have seen the cracked and broken concrete that was covered by pine straw. I read all the warranty information so dont make any assumptions. I made a complaint because other people and the BBB need to be informed about the poor quality of Kerley Family Homes. Reading through all of the complaints it is clear that Kerley Family Homes doesnt take any accountability for the poor construction of their homes. All of my neighbors have had a lot of issues with their home as well!

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

  

  Business Response

  Date: 03/29/2023

  As previously mentioned, this BBB filing comes as a surprise. 

  Not only is this the first correspondence or indirect contact from this homeowner in over a year, nowhere in the history has the homeowner indicated any level of dissatisfaction as described in this complaint.  The home closed on 12/15/2020!

  The homeowner had opportunity to have workmanship corrections before the vendors left their home for the 11 month corrections and **************** of settling repairs -and were advised to inspect the work to ensure satisfaction. 

  We do understand many factors drive homeowner satisfaction, some within our sphere of influence and some without. 

  Kerley Family Homes proudly shares a high percentage of extremely satisfied homeowners. Our warranty & customer care division receive much recognition for the attention and service providedto our homeowners.

  In conclusion, KFH has met the warranty obligation as promised and finds it unfortunate to receive this commentary so far beyond warranty coverages.

   It is a reasonable and fair expectation that the complaints brought forth on this forum could have and should have been brought to our direct attention long ago; reporting issues is a  homeowner responsibility. 

  We hope this response serves to fully address the complaint.

• Initial Complaint

  Date:12/28/2022

  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.

  I purchased a new construction home on 29 December 2021 from Kerley Family Homes. Kerley Family Homes has not communicated a plan to repair the hardwood floors squeaking in the master bedroom (I was told ten months ago to wait until my 11-month home warranty for repairs), inspect and provide a report of the structural condition of the roof sagging in two separate locations, fall hazards in the front and back of the house, broken wood trim around the chimney, and stairs have a broken step at the bottom. Installation of a radon mitigation system was promised before closing. The builder installed an air purifier, but no pipe was installed in the slab or vent pipe. The radon test indicated a 4.0 Pci/L over the recommended EPA level. I want Kerley Family Homes to repair the defective construction and install an actually Radon Mitgation System.

  

  Business Response

  Date: 01/04/2023

  This home closed 12/29/21.
  We are happy to respond to ************** in addition to the recent discussions we have had with him prior to filing the BBB complaint.  Our executive staff review has come to the following conclusions:
  Firstly, as it pertains to the presence of radon installing a vent was a pre-closing item, and a radon pipe vent was installed as promised.  (* attached document displays homeowners acceptance & signature of completion, dated 10/22/22.)  Further, homeowner was referred to (*copy sent)the purchase contract *************** 36 that discusses homeowner acceptance of naturally occurring radon gases - present and future.  
  Regarding squeaks @ master bedroom hardwoods, in accordance with the **** Residential Construction Performance Guidelines, our warranty program provides for reasonable effort for correction without removing floorcovering or ceiling, and squeak free floors cannot be guaranteed*.   
   We, however are willing to go into the basement ceiling to attempt a correction should the homeowner authorize it.  The homeowner has finished the basement since move in and will require cuts into the ceiling drywall  and subsequent repairs aside from the floor squeak repair by the framer. 
  The homeowner will be responsible for any drywall corrections as they are not to make any major changes to the home the first year of ownership.
  This homeowner submitted his list of items for his 11 month inspection on 11/22/22 after hiring an independent inspector to prepare a report (49 pages).  The 11-month inspection done by our qualified field representative was conducted on 12/2/22.
  It is worth noting, these inspectors are not taking warranty program coverages into account nor the guidelines of the ****.  They are mostly used before closings and in preparation to sell a home.  The approved 11-month repairs have been completed or still in process of completion.
  After considerable review, the other listed items are declined as not covered or submitted after the 11 month inspection was completed and fall under homeowner maintenance, homeowner discretion.  The painters deny ever having pointing out any defective step.
  We expect a favorable outcome pending completion of remaining repairs following this extensive review and of course the several 11 month repair items already completed.

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18620202
  
  I am rejecting this response because:

  Complaint: 18620202
  
  I am rejecting this response because:
  1. Sagging Roof: Kerley Family Homes (***) did not send a certified roof inspector to inspect the roof for structural damage/workmanship. This is the second structural damage/workmanship *** refused to take accountably. See the pre purchase repair list report describing the sagging in the family room entrance. 

  
  2. Squeaking Master bedroom: *** could have chosen to repair the squeaks in the master bedroom before the entire basement was completed. *************************** came to the house to install screws in the master bedroom, but the warranty department recommended I wait until the 11-month warranty because they would not repair any additional squeaks in the house. It's disappointing after living with a squeaking master bedroom floor for almost a year *** doesn't' want to repair the squeaking floor from the bedroom. They want to cut my basement ceiling to attempt to repair the squeaking floors. Repairing the squeaking floors from a finish basement is the least preferred method to correct the problem per flooring companies

  
  3.. Broken wood trim on the chimney: I don't understand why *** has deny repairing when the onsite warranty supervisor ***************************** acknowledged the repair and requested; I send him the pictures which I did.  This homeowner Maintenace problem after the one-year warranty as indicated in the *** warranty book. The broken trim is an entry way for moisture which could cause more damage.  

  
  4. Bottom Step Broken: The *** warranty book states we have a one-year warranty on all construction defects. Even though the broken step was identified during the vendors conducting the warranty drywall and paint, it was identified prior to 29 December 2022 which one year anniversary. 

  
  5. Doorstop Missing: The missing doorstop was identified prior to the one-year expiring. This is a minor repair item and I'm not sure why this is an issue. 

  
  6. The front and back fall hazards were identified during the pre-purchase inspection and during the 11-month warranty inspection. What is the community/**** ****** standard? There are numerous housed with a metal fence installed. This is a safety hazard. I have kid that live next door and across the street. 

  
  7. Radon Migration System. I'm offering to pay for half of the equipment purchase price. My office is in the basement, and I work from home 90% of the time. I voiced my concerns about radon gas prior to closing. I was misleading to indicate the air purification system would address the radon gas problem.  The *** states only a Pipe in the slab and a vent fan out will solve the radon gas problem. 

  
  Inclosing we spent our life savings on purchasing a Kerley Family Home. We spent over 50 years in the military and veterans should receive better customer service from a builder. We could of purchase a home anywhere in ******* or its suburbs. but we chose ********* Pointe and Kerly Family Homes to build our retirement home. 

  
  I'm not mad just disappointment and surprised at the customer service I'm receiving for a home priced at almost $700,000.00. 

  
  We have 8 combat deployments between us, so out of respect for our service to this Nation I know Kerley Family Homes can do better. 

  
  I've waited over a year to write my review on this home purchase experience. My goal is to give Kerley Family Homes a 5-star review. 
  
  
  
  Sincerely,
  
  *************************

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

  

  Business Response

  Date: 01/24/2023

  REBUTTAL #2- GP 7 -**********;                                      1/24/23               BBB COMPLAINT
  
  For the record, please note, a detailed, item by item,written email reply was sent (under separate cover) direct to the homeowner on January 4, 2023 in addition to our  BBB rebuttal.  As you can see, the homeowner has failed to mention.
  Also left unmentioned is we had already been, and continue to be, in contact with the homeowner prior to and following the filing of this complaint.  Again, misleading.    
   The only item he continued to discuss in reply was the radon system for which we had already provided written proof of completion.  The documentation he submitted  to the BBB was  BEFORE he signed off ; we in turn sent the document with his signature of completion dated 10/22/22. 
  His intent to mislead is obvious again while  much of his verbiage throughout this public complaint is misrepresenting as well.
  Covering item by item:
  SAGGING ROOF- identified as a cosmetic imperfection & within 1 tolerance as per NAHB guidelines. There is no leak or performance deficiency reported.  We will be scheduling a roofing tech inspection as a courtesy/goodwill gesture.
  SQUEAKS @ MASTER BEDROOM The homeowners are told not to make any changes to the home until after the *********************************************** after another vendors work and assume responsibility for  repairs at no charge.  In this case, we told the homeowner we would attempt to fix the squeaks from below which what was originally  an open basement ceiling. Homeowner finished the basement.   We will have to cut into ceiling to fix.  Homeowner has now agreed and will cover costs to repair the basement ceiling.  Scheduling is pending*
  BROKEN TRIM @ CHIMNEY-EXTERIOR- decline sent was in error; we did authorize this repair & will be sending same vendor as item (1.)  to correct.
  BOTTOM STEP BROKEN- we will have Warranty Field Mgr.  inspect.   This was not initially reported; it is unknown if this is homeowner damage. 
  DOORSTOP MISSING- this is a $ 1 - $ 2 item homeowner missed during orientation.  Will have Warranty Field Mgr. correct.  Not warranty covered*** courtesy
  FRONT & BACK FALL HAZARDS- Declined.   this is homeowner discretion.  We are NOT required by county code to install guard rails; our builder was advised by county inspector they were not necessary; we discontinued installing.  This would have been a negotiable item before close.
  RADON already discussed.  Declined. Any additional equipment is homeowner discretion.
  The homeowner had written a letter to us outside of this forum essentially stating he wanted special consideration for items not covered and requested a meeting with our Construction VP. The matter has now been given much attention and consideration by all executive staff members and remains under weekly progress review.
  We submit the above as our final position and look forward to an agreeable outcome.

• Initial Complaint

  Date:08/23/2022

  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.

  We closed on our home 6/23/22 and today is 8/23/22 and we have not had hot water consistently. In fact, the water stays hot/warm for no longer than 4 days consecutively. Moreover, we have reached out to the builder via the ******************* and **************** over 8 times. Presently, we are once again without hot water. This last time, the issue was reported on 8/22/22 at the 7am hour and no one came that day (still no)to fix the issue. In total, Kerley Family Homes (KFM) has come to "repair" the water heater over 6 times and supposedly, the water heater was replaced. Consequently, we still do not have consistent hot water. Even more, the KFM ******************* felt the issue was gas related and had *********** come out to inspect. After inspection, the gas was within the normal operating limits and suggested the water heater was bad. This information was relayed to KFM; yet, another repair was done and the hot water disappeared within 4 days. What is more, *** has taken no urgency to permanently rectify the lack of consistent hot water in our newly built home. Additionally, we have to boil hot water in a newly built home to wash (along with our 2 kids). Regrettably, we have contacted ***'s corporate office twice to express our severe concern but the issue is still present. Also, this is not the only issue we have had with ***. In effect, when we completed our final walk-thru before closing, multiple items were not completed. However, in order to stay on time with closing, the *** staff asked us to go to closing and ensured us the items would be corrected when we returned. Unfortunately, we trusted *** to honor this but the checklist was not finished. Also, one of the bathroom tub faucets is not stable and turns around. In addition, after the last hot water "repair" the cold water (knob) no longer turns on in the owner's suite left sink. With all this said, we have been extremely patient and gracious and reached out to *** prior to this complaint.

  

  Business Response

  Date: 08/30/2022

  
  Prior to the filing of the BBB complaint, KFH Warranty had spoken to the homeowner on 8/9/22 regarding all the issues noted on this complaint as a response to their 8/8/22 letter.  We scheduled our Field Warranty Manager to meet with the homeowner right away.  All issues were either repaired or service orders set up for vendor repairs.  The problem regarding the hot water tank proved to be more complex and highly unusual.
  In the ongoing efforts to get to the root of the problem,the HVAC, electrical and *********** Light crews all became involved.   It was determined a new gas meter needed to be installed by *********** who operates independently from KFH.  As of this writing, the plumber has been to the home 13 times since June 15, 2022.
  An 80-gallon electric water tank was installed on this past having removed the 75-gallon gas water tank. The plumber adjusted the scald guide as high as allowable by code to 130 degrees at homeowners urging.   A new gas meter has also been installed.
  The plumber is scheduled to go out again this Thursday after having been there yesterday, 8/29/22, to double check on the temperature of the water in the master bath-again.  During yesterdays visit, it was again observed that the homeowner had bumped up the water tank thermostat to 160 degrees which is beyond recommended safety guidelines.
  In summary, diligent efforts have been made and continue to be made toward rectifying this homeowners concerns. A fully satisfactory outcome is expected.