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:08/25/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 am asking for them to refund my appraisal fee plus storage that I am having to pay since my house sold and this house that i signed a contract for in Oct 2023 was literally ripped out of my hands 2-days prior to closing. Total of $ ******

  

  Business Response

  Date: 08/28/2024

  Ms. ********** have reviewed your claim regarding the cancellation of your home purchase agreement and the associated costs you have incurred. We understand the inconvenience this situation may have caused. As a gesture of our commitment to customer satisfaction, we will be issuing a refund of $800 to cover the appraisal and storage unit expenses.This amount will be processed and sent within the next 5-7 business days. We value your business and appreciate your understanding.

  Customer Answer

  Date: 08/28/2024

   
  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.
  I still want people to be very careful dealing with this builders sales people and promises of no retaliation when complaints are made.
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:08/07/2024

  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.

  I looked at a Smith Douglas new construction site in *********** last June I found a model that I loved and a lot I explained to the seller representative *** that I was in the process of getting divorced and was looking at a new home they convinced me that it would be okay for me to put a deposit of $5000 dollars which I borrowed and if I could no be approved for a mortgage by 11/1/2023 my funds would be returned.. Well that was a lie there preferred lender did not approve me I even applied to a second lender and was not approved they still refused to give me my deposit back they sold the home in 3/2024 and still refused to give me my deposit back this has created a financial hardship for me as I am struggling to make rent and pay the individual I borrowed the funds from . Can anyone help me they are the rudest people I have ever talked to and there company is not trustworth.

  

  Business Response

  Date: 08/26/2024

  The consumer (*******************************) went under contract to purchase a home from Smith Douglas Homes in ********, *********. The consumer failed to meet the agreements of the Purchase Agreement therefore the deposit was retained by SDH.  

• Initial Complaint

  Date:08/04/2024

  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.

  We have had several problems with Smith and Douglas since moving in 3 months ago. Our garage door messed up with in a week of moving in, our air conditioning unit was messed up likely from before we even moved in but stopped working for us less than a month from moving in, the messed up air conditioning unit caused an insanely high electric bill, and our dishwasher had a leak that led to us having to replace the part itself, the cabinet panels in our island and the flooring underneath it. The most recent was an issue with our condensation pipe becoming dislodged and allowing water into our guest bedroom that soaked our floors and caused water damage and mold to the walls. Just seeing the pipe alone you could tell it was poorly installed by the amount of glue and how far the pipe was pushed in. After seeking advice from a **** tech, he informed us that the pipe was set at a 45 degree angle instead of a 90 degree angle. This causes there to be a point of weakness allowing for it to easily get damaged. Smith and Douglas came out the next day to repair the pipe. The **** tech cut two holes in our wall (one because he cut in the wrong spot) and replaced the pipe. The new pipe still has that 45 degree angle and sticks out even more causing a bigger risk for it to get dislodged again. After cutting holes in our wall which we were not even asked in the first place for permission, Smith and Douglas is refusing to fix the rest of the damage caused by the poorly installed pipe and the damage they caused by cutting into our wall to fix the pipe. The damage and the pipe are both clearly covered in our year long warranty. In the warranty, it states Operation of the heating and air conditioning system in your new home is warranted to be free of defects in material and workmanship for one year after closing. I believe a pipe poorly installed falls under the workmanship portion of this warranty. Smith and Douglas needs to fix the damage.I have sent multiple emails with no response

  

  Business Response

  Date: 08/27/2024

  Our ******************* was contacted with some issues that were warrantable and they were all taken care of. 

  On 4/29 there was an issue with the garage door that was corrected.

  On 5/9 there was an issue with a HVAC which resulted in a high electric bill and once investigated and issue diagnosed, ******** was reimbursed by our HVAC contractor for the high bill.

  On 5/23 there was an issue with a small hole in the drain line from the dishwasher which caused a leak and replaced the drain line and made all necessary repairs to cabinet, trim and flooring.

  On 7/26 customer reported a leak in the wall. We believe that the condensation pipe break/disconnect is of a result of being hit from the outside of the home and most likely from a lawnmower as we have seen that happen a few times before. Our Warranty *** did send out HVAC to cut open wall and verify the leak was from a damaged condensation line. Our Warranty *** advised the Homeowner to call their insurance company as this was not a warrantable item as it was damaged. Our Warranty *** and Area Construction Manager met with Homeowners last week and explained this to them and once again advised them to call their insurance. 

  SDH has always stood behind all warrantable items listed in our warranty manual which all Buyers receive. We have done that in this case as evident of the warrantable items that were corrected. Please reach out to me with any further questions. 

  Sincerely, *************************. 

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22090843
  
  I am rejecting this response because:
  The pipe was not damaged at all or hit by a lawnmower or anything else. The pipe was poorly installed by Smith and Douglas. It is ridiculous to not own up to the subpar work they did and all the damage it caused. When you have this many problems within 3 months of moving into a brand new home, it is not the homeowners fault. It is poor workmanship. Very disappointed in this company and their customer service. We were ghosted for weeks and then received a meeting with two workers that were extremely rude and unprofessional. Will never buy another Smith and Douglas home and recommend that no one else does.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/04/2024

  All

  Two representatives of SDH visited the home to discuss the condensation pipe. Both employees have been with SDH over 5 years and are courteous and professional. SDH contends as stated before that the condensation pipe was performing as intended until disturbed. I have seen this happen several times in the last few years. 

  The home closed in April and through the months of May and June there were no issues. The leak occurred later on sometime in July. It is an unfortunate circumstance however it is not a warrantable item and that is why SDH Representatives suggested to Homeowner to notify their insurance company. Thank You

  ************************* VP Operations, *******

• Initial Complaint

  Date:07/23/2024

  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 have attached two PDFs. BBB complaint against Smith Douglas Homes.pdf contains the description of the problems and the desired solutions. 143 ****** Circle warranty issues.pdf is a supporting document for one of the issues.

  

  Business Response

  Date: 08/01/2024

   

  We assign to the homeowner all warranties furnished by the manufacturers, and we have no obligation under any manufacturers warranty. It is the homeowners responsibility to file all appropriate registrations with each manufacturer.
  
  The overhead garage door on your new home is mounted with rollers and springs for easy operation. Garage doors do NOT seal against the elements and may show some light at the edges. This is not considered a defect.
  
  As it states in the warranty book. The care of the lawn and landscaping is the homeowners responsibility. Because we have no control over the conditions to which your yard is subjected nor the amount of care given your landscaping after closing, there is no warranty on lawns, shrubs, trees nor any other vegetation. Erosion control is the homeowners responsibility as well.
  We did as a courtesy fill in the low spot and put new sod, I did a drive by on 8/1/24 and it looks good the sod has taken hold and has turned green.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22034990
  
  I am rejecting this response because:
  
  SDH said: "We assign to the homeowner all warranties furnished by the manufacturers, and we have no obligation under any manufacturers warranty. It is the homeowners responsibility to file all appropriate registrations with each manufacturer."
  
  COMMENT:  It is Smith Douglas Homes' responsibility and legal duty to accurately inform and disclose to the homeowner/purchaser of the appropriate registration requirements.  It is absolutely Smith Douglas Homes' responsibility and legal duty NOT to misinform and fail to disclose to the homeowner/purchaser of registration requirements.  Branson on behalf of Smith Douglas Homes said "Here is everything you need to register your stove, microwave, dishwasher, Lennox unit, etc. Everything you need is in this folder (and hands me a Smith Douglas Homes folder) and here in this drawer." (pointing to a kitchen drawer) 
  
  This was misinformation.  I am not saying Branson or SDH did this intentionally.  I am sure that was not the case.  However, that mistake still creates a problem.  There was no information or documentation about the attic unit provided.  My husband, ****, has been in the attic many times replacing the air filter or performing maintenance on the condensate drain.  Right before I filed the BBB complaint, he just happened to find a pile of materials off to the side (what appeared to be left-over builder/contractor installation garbage that whoever didn't bother to clean up) that included Honeywell Home installation instructions and the unopened Lennox Installation Instructions packet that has the information (Model # and Serial #) for the attic unit.
  
  Your misinformation led a first-time home buyer into thinking the information you provided (for the outside unit) was all that needed to be registered.  This was NOT correct.
  
  ADDITIONAL COMMENT:  ******* also at the pre-inspection told **** and I with our agent present that, yes, we could install an electric stove.  That would be no problem.  The electric wiring to do so was in place.  
  This was his response to **** asking point blank if that was possible since we would prefer an electric stove.  **** asked since he figured ******* would know and it would not require pulling out the Stove or looking at the breaker box/panel.  It was AFTER closing when we pulled out the new/unused gas stove that we were going to sell that we discovered that ******* had also misinformed us about that and I have the agent as a witness in addition to **** and I.  Therefore, the failure to correctly inform and/or to misinform as it pertains to the attic Lennox unit was NOT an isolated hiccup.  Obviously, nothing can be done about ********* failure to provide correct information regarding the missing 220V electrical outlet behind the stove.  There is no 220V electrical outlet and he was 100% incorrect about being able to install an electric stove with the house as-is.  That is unfortunate, but we chalk that up as a learning ****** to just look ourselves and not put too much stock in what the builder is saying.  Not being able to trust what the builder tells you is less than ideal, but that has been the case for us in a couple of these instances.
  
  ---
  
  SDH said:  "The overhead garage door on your new home is mounted with rollers and springs for easy operation. Garage doors do NOT seal against the elements and may show some light at the edges. This is not considered a defect."
  
  COMMENT:  Nothing about the garage door was part of this BBB complaint.  The issue was part of the original *** that was submitted to SDH on 06-14-2024 to document warranty issues, especially the low spot/sod issue next to the driveway.  That *** was simply included here in this BBB complaint since the warranty issue with the low spot next to the driveway was thoroughly documented in that *** and I would not have to "reinvent the wheel".
  
  ---
  
  SDH said:  "As it states in the warranty book. The care of the lawn and landscaping is the homeowners responsibility. Because we have no control over the conditions to which your yard is subjected nor the amount of care given your landscaping after closing, there is no warranty on lawns, shrubs, trees nor any other vegetation. Erosion control is the homeowners responsibility as well.
  We did as a courtesy fill in the low spot and put new sod, I did a drive by on 8/1/24 and it looks good the sod has taken hold and has turned green."
  
  COMMENT:  To be clear, since your comment seems to ignore what was clearly documented in the *** I provided to Smith Douglas Homes on 06-14-2024, the low area next to the driveway was present at the pre-inspection with the Smith Douglas Homes builder (Branson).  ******* commented about it at the pre-inspection and he, ****, and I discussed having that fixed.  This was pre-inspection, way before closing.  He indicated that we should just submit it as a warranty issue.  Now, maybe that is NOT the correct way to handle it since it was an issue at pre-inspection.  That is something you need to talk to ******* about.
  
  Then, about three weeks after closing, *********************** (which ****** in the Smith Douglas Homes sales office had recommended for installing sod in the back half of the property) confirmed that, yes, what ******* had said was correct - we should submit the unusually low spot/area next to the driveway as a warranty issue.   The warranty issue was submitted on 09-01-2023.  The issue was "fixed" on 09-25-2023.  Of course, after watering the area every day for six weeks and then every other day until the first frost, it became clear in the spring that the area had slowly sunk again.  So, the issue was reported again on 04-28-2024 since the previous "fix" didn't fully work.  Someone came unannounced and performed this sad sorry of an excuse fix on 05-30-2024.  On 09-25-2023, at least the guys that came unannounced put down green reasonably healthy sod, not this ***** yellow almost dead sod.  I have watered that area every day since then and still to this day, the sod/lawn in that area where it was "fixed" is worse than it was when I reported it on 04-28-2024.  To be clear, the area is reasonably level with the driveway, but has sunk a bit.  However, the sod is not doing as great as you let on.  If the area sinks much more over time, then you will come and fix it.  Time will tell, but it turns out the original fix didn't have enough dirt packed and compressed to hold up over time with settling and the natural compacting that takes place.  We made a point to not walk on it or to drive on it.  Since the guys on 05-30-2024 again came unannounced and I have no idea what they did, I do not know if they took any more precautions to make sure the ground was adequately compacted to compensate for the natural settling and compacting that would/will take place.
  
  ADDITIONAL COMMENT:
  
  Our attorney instructed us to first give you an opportunity to amend your failures to accurately inform and provide truthful full disclosure before the Attorney General is contacted or other legal action is taken.  That is what we are trying to do, inform you of the problems and give you an opportunity to address the issues.  1) In the case of the Lennox attic unit, I am asking you to reach out to them on our behalf.  We did not drop the ball and just fail to register the attic unit.  I/we thought we were registering everything that we needed to register based on what we were told by ******* and what we were given.  Perhaps the fault lies partially with your contractor, D&L Heating & Air, because maybe the important Lennox material with the attic Model # and Serial # should have been with the other material Branson gave us (folder and in the drawer).  All I know is we were not given that information.  2) Hopefully, the low area by the driveway will NOT sink any more and will be okay, especially with a fall, winter, and spring to take root and get healthy.  Time will tell.  But, I/we have done everything we can to be proactive and keep SDH in the loop since the very beginning when the house/property was purchased.
  
  
  Sincerely,
  *******************************
  

  

  Business Response

  Date: 08/13/2024

  I reached out to the homeowners on 8/09/2024, I explained that I have no control over Lenox policies, but I would reach out to Lenox for them to try and get all their units registered.
  I requested they send me their information, of which they have. I will be reaching out to ***** this week.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22034990
  
  I am rejecting this response because:
  
  Yes, ****, has spoken to **** a couple of times about the Lennox issue.  This is ongoing.
  
  **** has not said anything about the 2nd issue (the sod next to the drive-way).  Granted, that seems to be more of a wait and see issue.  That said, the ground in that area has sunk/settled/compacted more.  Not that Smith Douglas Homes shouldn't have done a better job of having whoever handling that listening to what had already happened and taking that into account when fixing it in May, but they don't seem to have paid attention to what **** and I told them.  So, they didn't compensate properly for the settling/compacting that would take place and here we are again.  I think we are going to have to put more dirt/sand/grass seed to compensate for the settling/compacting.
  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/28/2024

  1- Mr. &***********************,
  Smith Douglas has exhausted all efforts and paths that we have to resolve your situation with ******. This is the final reply that we have from ******:

  It is the middle of summer heat, so warranty ***** is in full swing.  Clerical corrections will take back seat to active warranty part claims so we can get systems up and running quickly.  This may take a little longer than usual.
  They have the next steps in helping to resolve this for you. There are no further avenues that Smith Douglas can take in this matter.

  2- I have spoken to ********************** on 8/28/2024, and he let me know that he was taken care of the low spot by his driveway, so I closed out the claim.

• Initial Complaint

  Date:07/19/2024

  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.

  They have been asked nicely to keep their constitution traffic out of our development yet they continue to fly through our development and yet they are causing our roads to buckle and the they throw their trash out and they still won't do anything please please help with this and they are being very rude the realtor in charge of the houses I have emailed her repeatedly and she has been very rude and fussed at me because the Amazon and other trucks come through

  

  Business Response

  Date: 07/23/2024

  Safety is very important at Smith Douglas Homes. Since the inception of construction, we have had signage in place directing construction traffic through our active jobsite and away from the community referenced by the homeowners complaint. We also make it a point to remind our trade base regularly. We actively enforce our job site rules, however, we cannot enforce local traffic laws. We have encouraged this homeowner to reach out to local authorities with concerns over traffic violations. 

  Customer Answer

  Date: 07/26/2024

  They have removed both barriers there is no barriers in place that where there before

• Initial Complaint

  Date:07/14/2024

  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.

  Noted during the recent roof replacement it was an issue with the correction of my particular building and unit. By the structural engineer manager. The roof trusses are factory built and field installed by the builder. There appear to be several there are misaligned where two units intersect as well as mid-units. Because the trusses are factory built, they tend to be consistent in size which leads me to believe the humps in the roof are caused by poor installation. There could be other factors such as shifting/settling of foundation, broken trusses, etc, but a through investigation by a structural engineer necessary to determine if there are other causes besides poor installation. Because they are factory built ,modification who requires engineering to make sure that appropriately repaired without affecting the structural integrity of the building.This is a builder defect and they are responsible for the repairs,July 13, 2024

  

  Business Response

  Date: 07/25/2024

  Is there a formal report from a structural engineer detailing what is failing? 

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The brick they have put on my house is not the same as the picture I picked the brick from. There were NO samples of the brick nor paint nor shutter colors at the model home when I signed and purchased the home. I am 2.5 hours away from this property and I made a trip up July 5th and was stunned at the brick and the blue color of the house. NOTHING matched what I picked out. There was a decorative layout of the brick across the top portion of the garage and this was not done either. all was in the pic and on the website where I put my house together SD is not willing to correct this. They will build a new home on a less desirable lot and at todays prices vs 2023 prices when I signed. I am extremely disappointed in a company that will just say, sorry.. I dont care what you thought you were getting, this is what you have. We basicly are not responsible for giving you the house you picked

  

  Business Response

  Date: 07/22/2024

  Dear Ms. ****** ***,
  Thank you for bringing your concerns to our attention and any inconvenience youve experienced regarding the brick installation on your home. At Smith Douglas Homes we take your feedback seriously and aim to address it promptly.
  We acknowledge that there were no physical samples of the brick, paint, or shutter colors available at the model home when you signed the contract. We apologize for any oversight in this regard.
  We are committed to resolving this issue and you have agreed to accept this home in its current state by accepting a black side by side refrigerator and a garage door opener as concessions as a suitable solution.
  We value your satisfaction.  Our goal is to provide you with the home you envisioned,and we are committed to achieving that.

  Customer Answer

  Date: 07/22/2024

   
  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

  Date:07/01/2024

  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.

  I am having several dead spots in my lawn front and backyard due to the company, burying building materials, such as wood, bricks, glass, plastic metal in my front and backyard. Upon spending over $1000 and numerous lawn treatments it was found that the dead spots are caused by the materials that were buried in the ground by the builder.

  

  Business Response

  Date: 07/03/2024

  We have received ******************** concerns on his yard.  ****************, the homeowner, closed on his home in December of 2022.  Management has reviewed the pictures of the yard taken at Homeowners Acceptance Walk (day of closing).  Yard looks to be in good condition - with various spots beginning to green up already.  The homeowner was made aware, at minimum, at HOA Walk (if not multiple times throughout his process) that landscape and sod are not covered post-closing.  The homeowner signed off on a document reviewed by himself and the warranty representative from SDH which stated a few common items not covered post close, one of which was landscaping.  This document was signed and dated 12/8/2022.  It is suggested to all homeowners they hire a lawn maintenance company to treat their yard and watering recommendations are given.  Once the home is closed the condition of the yard is out of the control of SDH and not warrantable.  **************** states he is aware of this in his email to SDH dated 7/1/2024.  In regard to debris the homeowner claims were buried in the yard, SDH works diligently to ensure home sites are as clean as possible, however this is a new construction community with numerous homes being built simultaneously.  There is no way to ensure, despite our best efforts, that every piece of material is cleaned up, but it does not typically affect the sods' ability to grow as enough topsoil is provided to promote root growth.  In addition, this home being over 18 months post close we cannot even guarantee where / when the material came from.  The homeowner's claim was and is denied as being covered trough SDH for the reasons mentioned above and reiterated below:

  -Home is over 18 months OOW

  -Warranty guide specially states landscape / sod is covered post-closing

  -No yard concerns noted at HOA Walk, everything was signed off on

  -Warranty guidelines Top Items **************** Close document was signed by the homeowner, which again outlines landscape / sod is not covered

  -SDH made every good faith attempt to clean homesite, and 18 months later there is no way to tell where debris came from or when 

   

• Initial Complaint

  Date:06/05/2024

  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.

  Flooding yard due to drains in a retaining wall behind our house.A drain was put in the yard of our neighbor to the left but not in our yard.Our yard floods on the right side every time it rains, due to the drains in the retaining wall, to the point where the ground is black and grass will not grow. I had someone from SDH come out and look at it twice within the 1st year of purchase and nothing was done. Our yard is just a black dirt pile now that gets worse with each rain. We think SMH should be responsible for placing a drain to get rid of the excess water in our yard. I am sure our neighbor to the right would agree. Her yard is also black with no grass due to the same issue.

  

  Business Response

  Date: 06/11/2024

   

  As it states in our warranty book, and the document you signed at closing.
  Landscaping: As we have no control over the conditions and level of care given to your yard
  once you take possession, the health and survival of all landscaping becomes the homeowners.
  responsibility at closing and is not warranted.
  SDH is not responsible for the retaining wall we did not build it; you need to get with your HOA.

• Initial Complaint

  Date:06/04/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 brand new home and closed on May 14th. Alot of the things that were supposed to be completed at new home owners orientation were not addressed such as cabinet scratches, damaged shingles, drywall repairs, paint splattered on windows and many other things that were actually documented by my private inspection. ******* stated he would come back to address things;however never completed all things and I had to make several communications more than one time to have things addressed.

  

  Business Response

  Date: 06/11/2024

  
  
  
  Our CM went 6/6/2024 and 6/10/2024 and completed the items she listed.

  Customer Answer

  Date: 06/11/2024

   
  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,
  
  *****************************