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:07/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the warranty ***** in early June. I told them that my grout has cracked again for the 3rd. time in master shower. each time the cracks get larger and more, and now the tiles are cracking. My warranty is beyond 1 year, but this has been on going and getting worse since the beginning. I was turned down. I checked around with some neighbors and found a few with the same exact problem. Two that I know of had the tile removed and the cause was the drywall joints were NOT taped, and missing 2x4 framing to make for a weaker structure in which to fasten the tile, which will cause grout and tile cracking. There can't be a valid warranty if the tile is laid on a flawed structure. I have notified ********************* in the warranty ***** with no answer and that was about 10 days ago. and now I have lights in my kitchen and master bath flickering on and off, as I did on front porch Lites (I fixed myself). I have made many other complaints in the past, and they were taken care of. I really hate to complain, but the problems were nothing that I have created. I want a response from the builder so that I can move forward with the necessary step depending on their decision. Regards;**********

  

  Business Response

  Date: 08/05/2022

  We have examined the concern and and are scheduling repairs .  Should be resolved soon. 

  Customer Answer

  Date: 08/09/2022

  Smith Douglas did send someone to my home, The person was instructed to just replace the cracked tile, and I was told that they would not match exactly, and that there were 7 tiles to be replaced. I had another bathroom/shower *** here today and they count 10 tiles to be replaced but said that they would not take out the 10 and replace, but both walls. the reasons are for the following. they will not match, there is a structural problem behind the tile that is causing the cracking, and the machine they have detected moisture in the walls. They would need to tear out the tile to see and correct the problems. I have put the *** that Smith Douglas sent out on hold and will NOT accept just replacing the cracked tile. It is not fixing the cause.

  

  Business Response

  Date: 08/22/2022

  We are still working to identify the cause of the tile cracking.

• Initial Complaint

  Date:07/22/2022

  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.

  My husband and I purchased a Smith Douglass home in November of 2020. After several months, we noticed the floors were warping and filed a warranty claim. Smith Douglass promptly came and examined the issue and scheduled to have it repaired. Surprisingly, this took place much sooner that we anticipated it would given all the delays on materials everyone is experiencing. However, during the replacement process, the shoe mold and quarter round was damaged throughout the whole house. We were assured that any damage would be repaired prior to the replacement of the floors. However, we are now two months out from having the floors replaced and the shoe mold/quarter round is still not repaired, despite a crew coming out FOUR times now. Every time they have sent a crew to repair it, they show up with only a few pieces (or just a caulk gun) even though it is the entire house that needs to be replaced. Not only that, but the places that have been "repaired" have exposed nails, gaps between the floor and quarter round, crooked lines, and paint on the floor. My husband and I decided to just dismiss the most recent crew when they showed up with only two pieces of quarter round and an understanding that they were only there to repair "a couple pieces". I have taken too many days off of work and could not afford to miss another one to let them come back and finish the job. When we spoke with the representative from Smith Douglass, I requested that the company either drop off the materials or supply the financing for us to complete the job ourselves since we were not going to let the crew continue the sub-par work in our home. The representative basically said that since we dismissed the crew there was nothing else that could be done and this was "on us". I asked to speak to his manager/another representative and he said he was busy with another homeowner and someone would call me eventually. He didn't even get my number. We are very unsatisfied with this company.

  

  Business Response

  Date: 08/01/2022

  Hello Mr. and *****************, 

  We regret that your experience leading up to this complaint was less than positive.

  It sounds like our new warranty manager took swift action to provide a mutual solution. 

  Please let us know if you need further assistance with this matter. 

   

  Customer Answer

  Date: 08/02/2022

   
  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. The warranty manager was wonderful and quickly resolved this issue. So grateful for her and wish she had been our contact from the beginning! 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/18/2022

  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.

  While viewing potential homes, an employee of Smith Douglas Homes approached a friend of mine offering him some.material that was going to be disposed of, and said he could have as much as he wanted but had to get it that day. My friend called me to help load and a little while later we were arrested for theft. Tried to speak to the vp, and explain we had permission but her was rude. I met with the employee the following day, and had a 12 minute video recording of him saying he would go to court and clear the issue up, and worked there 7 years. When the court contacted him, he pretended to not speak English. I sat in jail for 4 and a half months, before the case was dismissed. I have terminal heart failure, and simply wanted to show the company the video of their employee confirming he had given my friend the materials. I lost my vehicles, my home, wife and time in jail just about took me out. This company is a poor example of a business and has ruined my life

  

  Business Response

  Date: 07/19/2022

  Around 10:pm one night, an existing homeowner in the neighborhood saw two people loading lumber into a truck, so they called the police.  The truck was loaded with several boards of new and expensive material that could not have been confused with scraps or trash.  Due to rising prices on construction material, jobsite theft had become a serious occurrence, so a heightened awareness was encouraged, not only to our employees but also to our Trades and the homeowners in our communities. This is one reason why no one from Smith Douglas gave anyone permission to take any material from our jobsite.   The matter was considered a case of theft and was left in the hands of the Sheriffs Dept.

  Customer Answer

  Date: 07/21/2022

   
  Complaint: 17586400
  
  I am rejecting this response because: your information is Inaccurate. Again, one of Smith Douglas' employees, *******************************, who informed us he has worked for you for 7 years, approached ****************** offering these leftover trash materials. As you can clearly see in the original picture sent  by ****************** asking to get help per the timestamp on the text  there are SEVERAL FULL SHEETS OF PLYWOOD! These were intact, full sheets, however, they all had been thrown in the mud and had damaged ends and corners.. Also, there's a sign in the middle of the pile that he was informed he coukdnhave as much as he wanted but had to get that day, there is a Smith Douglas sign, stating the area is under video surveillance, therefore your company should have been able to confirm your employee offering these materials, and furthermore, even helping load into ****************** vehicle, between 430pm and 530 lm before be left for the day..

  I am happy to.forward the video of your employee, *******************************, confirming he offered ****************** the materials, AND even stating he was sorry and was willing to speak to police and go to court to clear up the confusion. . The video.was taken at he jobsite the morning after the arrest.  May I also ad This video.is.lengthy. so I am not sure of the method I can use to upload it for public view,, but it will be put on a flash drive and sent to you for review  per your request.. This video is the video that the district attorney saw and made a decision to dismiss all charges against both defendants. It is very unprofessional to have people lying when it comes to a serious situation like this as far as taking things back we're not actually being stolen as you can see the when you review it yourself. Not only that but your company was notified the night of the arrest via ******** that this incident occurred. Certainly, if they had been stealing, they wouldn't have been down the street from the jail, stealing materials for 5 hours, and then contacting you immediately to clear it up. Not to mention the rest ofwhat wasn't taken out of the pile, was neatly placed in the originally empty 3 dumpsters,  with hope to possible be able to get materials in the future. Your company esponded with confusing messages, not even realizing that this site was your company's project.  (See pic attached). 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/22/2022

  The events of that night happened after hours when there were no Smith Douglas Homes Construction employees on-site so no one from SDH was there to give them any sort of permission.  We did not even know of the event until the next morning after all the action had occurred. Their truck contained clearly unused materials,some still banded in their original packaging, that could not have been mistaken for trash.  There is no, nor has there ever been, an SDH employee named ******. If there is evidence to the contradict any of these statements, we have not seen it.  We are letting the Cherokee ************************** handle this issue and have no further involvement.

• Initial Complaint

  Date:07/12/2022

  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 moved into my Smith Douglas home under 2 weeks ago. Since then the construction team has repeatedly used my power and water. I reported this many times and they did not stop until I put locks on all my exterior outlets. They then have me a $50 gift card for my electricity **** that they have been using to power industrial, construction tools. I assumed this meant they would stop using my home to fund the construction of other home since I have already paid. Yet Smith Douglas builders are once again using my water. When I asked why they keep doing this they said its not that much water. This is illegal. You should not be using my power or water, let alone trespassing on my property. (I have videos of the incidents that I have witnessed but I cannot upload videos to this complaint.)

  

  Business Response

  Date: 07/18/2022

  The use of this homeowner's utilities by our Trades was wrong and we have gotten assurances from them that this action will not be repeated.  We have apologized to the *** confirmed there is a Private sign at the home and offered a gift card that should more than cover the amount of resources that were used. Beyond that, I'm not sure what more we can do. 

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17557824
  
  I am rejecting this response because the gift card was delivered which covered the electronic use. However my water was also used before and after the gift card was delivered. Since Smith Douglas has apologized and attempted to rectify their illegal use of my utilities, their construction team has not halted use of my water. If the business does not know what else to do, I can make it clear: pay for the water you have used to fund your construction and stop using my utilities without my permission. I should not have to put padlocks on my outlets and water to stop this illegal use. As a homeowner, who has already paid for my home, this is my property and utilizing my water without permission is stealing. This needs to be rectified and can be done so based on a mutual agreement between the company and I, or through a legal case. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/09/2022

  The water to the hose bibs has been cut off and the outside outlets have locks, curtailing unauthorized use of this homeowner's utilities. The amount of resources used was very limited and the amount we reimbursed them should well exceed the cost of that usage. Again we regret this situation and have taken steps to prevent this happening in the future.

• Initial Complaint

  Date:07/09/2022

  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.

  The quality of this home is awful. We got someone name ******* to come out for 30 days follow up and she was awful, keep telling us this is not her community and dont know why its done this way. Ray the project manager seem like he care at first and after a month he never follow through with anything. We moved in and had to do extra cleaning on a brand new home. Paint on new carpet. Caulking and grouting seem like a 12 year old did it or a drunk person. Trim and tile are cut pretty awful. Our first day our a/c broke down. Electrical work was a concerning because we was down with electricity in our master bedroom and bathroom for a week because it wasnt an emergency. The kitchen island and kitchen outlet didnt work. They had plumbing issues a few days before we closed. ******** the sales agent told us it was normal to cut through the house drywall to look for a clog with the plumbing. The front of the house elevation was disgusting looking. We upgraded to stone and it is wasnt flush because they was being cheap or whatever. I told them I didnt like that it has a gap in between and they slap it with some concrete. What a way to solve a problem. I hope whoever work on this house have explosive diarrhea for weeks for selling such an awful quality home. We try to get in contact with them to come fix a few thing and nothing. Once you closed, forget hearing back from Smith Douglas home.

  

  Business Response

  Date: 07/25/2022

  Smith Douglas Homes is currently investigating this issue.

• Initial Complaint

  Date:06/27/2022

  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.

  Bought a home in Legacy Farms. PAID to upgrade appliances in kitchen from Tier 1 to Tier 3. First day - dishwasher exploded and flooded kitchen. Warranty guy came out - said they would replace it - then we realized we the builder cheated us and gave us Tier 1 appliances -- oven not self-cleaning, dishwasher washes at 60db and we ordered the 49 db due to two of being partially deaf and cannot hear over the noisy one, microwave is just plain basic. All were supposed to be smudgeproof.Smith Douglas is refusing to honor our contract and give us the appliances in the contract! I am seriously ill yet been forced to wash dishes for 7 weeks. They had a dishwasher delivered to replace the exploding one -- but it is the wrong dishwasher.Can't someone help me get what I contract for? I don't want the money difference -- I cannot get on the floor and manually clean an oven - nor can I hear over the 60 db of the dishwasher. I want the correct appliances. I was even given a picture when I signed the contract of what I should get -- not even close to what there is!

  

  Business Response

  Date: 07/01/2022

  To whom it may concern,
  
  The appliances installed in Mrs. *********** home are the level 3 appliances with the exception of the stove. The wrong stove was installed and we agreed to replace the stove with the correct self-cleaning unit. We explained to ************************* that the correct stove is on backorder and it would be delivered and installed on Thursday July 7th 2022.
  
  The original dishwasher had a defect with the pump. We were able to get the manufacturer to replace the unit. The new unit was delivered and ************************* refused to let the unit be installed on 6-1-2022.
  
  
  From: ********************************* <***********************>
  Date: June 29, 2022 at 12:23:26 PM EDT
  To: *************************** <********************************************************>
  Subject: ********
  
  Hi Devin,
  
  I received a text about the dishwasher from ********.
  Are they not aware that SD gave me the wrong appliances and that the
  dishwasher delivered 5 weeks ago cannot be accepted?
  
  My attorney is connecting with several entities to assist in that SD did not
  perform per the contract and I am waiting to hear back.  Until then, my attorney instructed me not to have the dishwasher put in.
  
  I am not going to respond back to them.
  
  Take Good Care,
  
  ******

  Customer Answer

  Date: 07/05/2022

   
  Complaint: 17487731
  
  I am rejecting this response because I have

  contacted my attorney in that the other 2 appliances were not

  the Tier Level 3 I purchased.
  
  Sincerely,
  
  *********************************