ComplaintsforC. W. Williams Homes & Neighborhoods

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed on a new house *************. I have a 1 year warranty but CW Williams does not acknowledge or try to resolve all of the issues I have had. For example, the thermostat does not work properly; I will not work on the automatic setting. I have filed a complaint about 10 times on CW Williams' website as instructed but no one contacts me to resolve the issue. Some of the dates I filed a claim are as folllows: ***************************************************** I've had plumbing issues in one bathroom. The toilet constantly backs up despite only using septic safe tissue. When the toilet backs up, sewage leaks into the shower. Water also leaks from the toilet at the base. The tile is cracked on the floor behind the toilet. I noticed the tile is also cracked behind another toilet. I started having issues before with the plumbing after living at my home for less than one month. The floor in the garage also has cracking beyond what is permissible for cement. The cracks continue to get wider and bigger with time.

  Business response

  12/01/2022

  Business Response /* (1000, 8, 2022/10/19) */ On ***************** I made an appointment and visited the customer. We went over all her concerns. As of that day when I left all concerns were taken care of except two: (1)There was a new warranty request, not part of this complaint, concerning water dripping in the shower. I forwarded the information to the plumber. He will make an appointment and have it repaired. (2) The concern for the cracks in the concrete. This was not brought to my attention before this BBB complaint. I did look at it while I was there. I recommended to the homeowner to monitor the cracks and let me know if they get bigger. They currently do not exceed the tolerances given in the ***********************************************. This is the guidelines published by the *************************************. We provide a copy to each homeowner when they close on their home. From My perspective this complaint should be closed. If there is something I have missed or not addressed properly please let me know. Consumer Response /* (3000, 13, 2022/11/02) */ ************* The issue with the concrete was not resolved. He stated he would get back to me after he checked. I guess I was supposed to just get the answer from the BBB. The issue with my shower has not been resolved. The cracks in my bathroom floor tiles have not been resolved yet. This case has not been resolved. ************* Business Response /* (4000, 19, 2022/11/10) */ At CW Williams Homes we have a web site to address all home owner warranty concerns. It is our system to keep everything documented. The only outstanding item that I am currently aware of is replacing cracked tile. We are defiantly going to replace it at our cost. Currently the flooring company is waiting for the customer to agree on a tile to use. there is a die lot issue that needs to be considered before the new tile is installed. I am in regular communication with the homeowner to get this resolved. Consumer Response /* (3000, 23, 2022/11/21) */ I have talked to the builder and floor specialist. They currently do not have tiles that match my floor so we are still waiting. Thank you. Business Response /* (4000, 28, 2022/11/30) */ ***Document Attached*** The only item remaining open on this complaint is replacing cracked tiles. We are ready and willing to do this repair and cover all cost associated with it. The floor company has the exact same tiles from the exact same manufacture as currently installed in the customers home so they can schedule the repair. The current delay is between the customer and floor company to agree on which tiles to use for the repair. There is a concern that the new tiles will not be an exact match. Our company and the floor company does guarantee the correct tiles from the correct manufacture will be used. We cannot guarantee that a tile made now will be a perfect match as the tile made a year ago. For our warranty we follow the ******************************************************************************************************. I will attach the Guidelines. If you look in the flooring section ****** it explains our position. I have sent this to the home owner along with our company Warranty policy letter. This information was also included with the customers closing paperwork.

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