ComplaintsforHubble Homes LLC

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Grading issues in the backyard are causing flooding on our new construction home we just purchased in January 2024. There was several flooding at the time of new home owner orientation and we addressed in RE-10 to be corrected. Now we are being told that the grading is as they want it and the water is draining. That is not the case. They are refusing to correct flooding issue due to lack of grading at time of build. Addition docs available for backup. Emails and copy of RE-10

  

  Business response

  03/28/2024

  Good afternoon, 
  My name is ***********************, I am the General Superintendent for Hubble Homes. I would like to take a moment to respond to the Winder complaint regarding the grading of her backyard. 
  I was present at their New Home Orientation on January 25, 2024. The Winders submitted an RE-10 Inspection Contingency Notice expressing their concerns regarding drainage and slope of their backyard. Hubble Homes responded that we would evaluate the grade and adjust where needed. We experienced extremely wet weather locally between January *****, which caused some small ponding. I explained to **************** as we looked at the grade that it was done properly and draining as it should, and there was no correction needed.  **************** than explained to me that they would soon be doing their own backyard landscaping, and he would be installing concrete curbing 3 feet out around the perimeter of their yard, at which point, I said we would install a drop inlet 5 feet into the yard and bubble drain it to the common area west of the lot, adding this as a proactive measure and courtesy due to the fact that the curbing is going to trap the water and negatively and significantly affect the drainage. He said he understood and agreed. 
  Hubble Homes has remained engaged with the Winderses by email, telephone, and in-person, including with their agent, ********************* mother, throughout the process. The lot has been properly graded to meet or exceed jurisdictional requirements and industry standards. 
  We are happy to provide copies of email and photos upon request. 

  Customer response

  03/28/2024

  The grading needs to be evaluated due to the flooding issues per the ***10. Water is not draining due to poor grading. No drain inlets were inserted to anticipate this issue, if the grading was truly done correctly from the beginning either. If no flooding or grading issues were present at the Home Owners Orientation, there would have been no need to have it listed on the Re-10 and logically, no business would sign off or approve to address any issue that was not present. Any offer of a drain inlet as a courtesy to us, is something I was not aware of being a courtesy. To my knowledge, and per contact with ******* at ****************** they were contacted about a possible drainage inlet being put in but had no work order and her exact words were no grading or landscaping was included or mentioned when she spoke with Hubble. The issue is the grading. The issue is flooding and not proper drainage due to grading issues. That is the concern. That is what is in the Re-10. That is what needs to be taken care of. Drain inlet is not a concern and IF its sole purpose is as a courtesy we wish Hubble to please disregard that courtesy. No landscaping has been done in our backyard and yet it is not draining properly due the poor grading. Please see photos taken this morning March 28th and flooding due to the light rain we had last night. Please note we have not had heavy rain for several days and yet this is the flooding we are enduring in backyard. Its needs to be re-evaluated perhaps from a different party or a second opinion is needed to address this ongoing issue. 

  Customer response

  04/03/2024

  I would like to formally request that Hubble Homes provided documentation of the alleged grading evaluation that they are claiming to have had done on my lot. As I have no knowledge of any evaluation being done, was not advised of any being done and never saw any being done on my property. The only "evaluation" that I know to have been done is for the superintendent to come out to my property, visual look at it and tell me that it is quote "graded as he wants it." Water is not draining properly as he claims it is. Please see attached photos taken originally on j January 23 prior to us closing on our home on January 30th as well as current pictures take March 28th. 

  *******, I also want to add in these photos taken from our west neighbor on the other side of the common area from us to note the significant difference in the care and grading done on their lot verse the lack of care done to ours. I would also like it noted in our file that due to our lot location next to this common area we were required to pay an additional $10,000 for the lot alone. I have also included the ***10 to provide proof that we tried to address this issue before signing and closing on the home and as you can see in the email correspondence, we are getting no assistance and constant argument on this issue and them not wanting to fix the problem. 

  

  Business response

  04/26/2024

  Hubble Homes is not aware of any "grading evaluation" that ***************** seems to allege that Hubble Homes conducted in secret.  The only official inspection of the Winders' grading of which Hubble Homes is aware is that by the City of ******** as part of its final inspection, after which, the City issued a Certificate of Occupancy.
  
  Hubble Homes has been very clear with the Winders from the outset and throughout that their grading was designed to slope away from the home to prevent water intrusion in the crawlspace as well as direct water either to the front of the lot and out to the storm drainage or to the design swale at the rear of the lot and out to the adjacent common area.  The City approved this plan, Hubble Homes graded the lot according to this plan,and the City confirmed its accuracy and, accordingly, issued a Certificate of Occupancy.
  
  Mr. and ***************** on separate occasions told me that they want their yard "level," **************** going so far as to demand that Hubble Homes haul in several yards of soil to raise his yard an astonishing 8 inches.   This, unfortunately, Hubble Homes cannot legally or ethically do, and we very strongly discourage the Winders from independently undertaking such a project because it would create immediate, tremendous, and persistent problems for the Winders and their neighbors.  The professional landscaper for the Winders' lot likewise strongly discouraged the Winders from making their lot "level."
  
  Hubble Homes has explained all of this to the Winders multiple times in many ways.  Attached is the designed and approved drainage plan to which Hubble Homes graded the lot.  We are closing this matter.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been trying to contact the warranty department for Hubble since 10/23/2023. Our paperwork says that they will respond to us within 2 business days. We occupied this new construction home March 15th, 2019.On 10/23/2023 we had a furnace tune-up when the technician made us aware that you can see daylight through our roof (this picture is attached). We immediately called Hubble they referred us to **** and left a voice mail. I also emailed the warranty using there online portal. We have called a few times since without anyone picking up but did not leave another voice message. On 10/24/2023 we had a roofer/restoration company come out, this is when we were notified that 1 boot is missing and 2 other boots are completely cracked. He let us know that moisture (potentially mold as well) were in our walls and that we will need to have the boots repaired (obviously), have the walls opened up insulation replaced, sprayed for mold, and have the walls fixed (dry walled, tapped, textured, painted, etc). That depending on how far the water has traveled that we may have to be without all 3 bathrooms (2 upstairs and 1 downstairs). He came back on 10/25/2023 since it rained and collected pictures of water coming into the attic and talked with us about potentially filing an insurance claim.On 10/27/2023 I was finally able to chat with my insurance agent when she made me aware of the **** law and that the law states that within 5 years of possession, if there is any structural defects or problems in quality, the builder has to rectify these damages within 30 days at no cost to the buyer. That also we should reach out to the BBB since we were not getting a call back. Our house is less than 5 years old and the average life of roofing boots is 10 years. This issue has now compromised the integrity of our roof and house as a whole and potentially our health depending if we have mold growth.

  

  Business response

  11/06/2023

  Tell us why here...To Whom It May Concern:
  Hubble Homes in receipt of Better Business Bureau Complaint No. ******** by the Cochrans dated October 27, 2023 (Complaint).  Hubble Homes takes great pride in providing outstanding customer service, and we thank you for the opportunity to serve the Cochrans.
  As stated in their Complaint, the Cochrans took possession of their new home from Hubble Homes on May 15, 2019.  As such, their 1-year Hubble Homes warranty and 2-year third-party warranty expired by their respective terms on May 15, 2020,and May 15, 2021.  The Cochransstructural warranty is current, but the Cochrans Complaint is not structural.
  Our ******************* received the ***************** request on October 23, 2023, at 3:51 PM regarding a single deteriorated pipe flashing.  The following day, October 24, 2023, despite the Cochrans warranties having expired over 2 years ago, our ******************* sought to rectify their issue by way of any applicable manufacturer warranty.  When that option was fruitless, we contacted our roofing trade partner (Western Roofing) to see if they might help the Cochrans.
  The only telephone call that we received from the Cochrans was on Friday, October 27, 2023, at 1:54 PM, which we returned at 3:01 PM the same day.  We advised what we had done to date, and that we were awaiting word from Western Roofing and would update the Cochrans on Monday, October 30, 2023. 
  On Saturday, October 28, 2023, Western Roofing advised that there was no warranty on the deteriorated pipe flashing, and they had no legal obligation to help the Cochrans; however, Western Roofing agreed to remedy the Cochrans issue at no cost to them on October 31, 2023, as a courtesy to the Cochrans and Hubble Homes.  I emailed this information to the Cochrans at 11:59 AM that same day, which was 2 days ahead of our committed response date.  The Cochrans did not respond to this email.
  As committed, Western Roofing replaced any deteriorated pipe flashings on the Cochrans home by close of business on October 31, 2023;however, the Cochrans had already filed this Complaint against Hubble Homes.
  Hubble Homes is, nevertheless, willing to have an independent inspection company investigate (at our cost) any potential issues related to water intrusion through the deteriorated pipe flashing.  If the Cochrans want this additional courtesy, they need only contact us at ***********************************.
  Hubble Homes and Western Roofing provided the Cochrans outstanding and timely customer service.
  Respectfully,
  ***********************
  Customer Care Representative and ***************** Manager
  Hubble Homes, LLC

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First request for warranty service based on **** needing to be rebalanced was 1/24/23, purchase date of the home was 12/8/22. My children's rooms (13 yr old and 6 month old, 4 months at the time of first request) were not heating above 55 degrees with the house set to 74. We purchased space heaters for both rooms and began closing off vents to try to force more air toward their rooms after the first month. Between 1/24 and 2/16 a representative of Hubble came out and said the system needed to be rebalanced and a 3rd party would come out. During that same timeframe a 3rd party came out and said they could not complete the work as it was another company Hubble needed to have brought in and left. I asked again of Hubble on 2/16 for the work to be done and was told the **** company was arguing over who needed to come out as my home was set to "state guidelines" not comfort. These temps are unsafe for children especially the baby so I asked for the work to be done again on 3/1 and was assured they were on it and problems would be resolved. No further action was taken until 3/24 when I asked again where the service was to be expected and was told I would get a call the following Monday as it was Friday and the office was meeting on my issue. As of 3/28 there was still no call back, no emails or scheduled service.

  Customer response

  03/30/2023

  Just following up to say Hubble has began resolving my issue as of today 3/30.

   

  Thank you

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April ******************************************************** April 2018 with Hubble Homes. I filed a 10-year warranty complaint with Hubble Homes, and I never heard back from them. Finally I did get a phone call from Hubble Homes guy to come and look at my roof, he could not figure it out, so they had Western Roofing come out *********************** saw the issue and fixed it. He said if happens again call Western Roofing. It happened again on 5-13-22 so I called, and Rob is not with Western Roofing, so they sent out ****** and he replaced the heat vent I believe. I did file a 2nd 10-year warranty complaint with Hubble homes and never heard from them at all. Then on 6-13-22 roofed leaked again in the same spot. I again filed a 3rd 10-year warranty complaint with Hubble Homes again no response as of 7-01-22. I did call Western Roofing again and have not heard from them. I would like to get response on what Hubble Homes is going to do fix my leaking roof. I want to get this resolved, I don't blame Western Roofing I lay full blame on Hubble Homes in not responding or doing anything about my issue. I am at a lost what to do. They claim they will respond within 2 business days in their standard e-mail response when I file the 3 claims. They have yet to e-mail, call, or send a letter on what they are going to do. I want to get the roof fixed. I need help and guidance on what I should do. Note the leak is in the same spot all 3 times. I am hoping BBB can work towards a solution to my issue or tell me what I should do next to get my roof fixed. Thanks

  

  Business response

  07/07/2022

  ******,

   

  Hubble Homes would like to apologize for the experience you have had so far with a leak in your roof. There was some apparent miscommunication on our part as far as who to contact once your home was outside of our 1-year warranty period. You should have been informed to contact **** Homebuyers warranty or Western Roofing directly for this issue once your home was out of warranty, it appears we did not convey this properly and it has caused this issue. For this we apologize and want you to know that we have contacted Western Roofing on your behalf so that they can come out and address the issue you are having with the roof leak. Again, we apologize for the miscommunication. Should you have future issues with your home please reach out to **** Homebuyers Warranty. If you have misplaced the information for this warranty please don't hesitate to reach out and we will be happy to get you in contact with them. You should be hearing from Western Roofing by the end of the week regarding this issue. 

   

  Regards,

   

  Hubble Homes

  Customer response

  07/07/2022

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

• Initial Complaint

  08/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hubble preformed a bait and switch. When designing our house they told us stuff was included in the price. Upon the final contract, they pressured us into signing it, didn't communicate all the final details and only after we had signed it, they told us that specific things were not included in the price and we were paying extra for them. Nobody would take ownership of the issue or admit fault .The manager that we spoke to offered to honor what their employees stated and provide the extra upgrades free of charge. As of today, they have sent the new contract with a higher cost, stating that nothing is done for free and the upgrades will cost us. The manager has stated that there would be no additional cost for earnest money, however, that is not what was told to my wife. It was stated that there would be no cost for the upgrades to us.

  

  Business response

  09/07/2021

  Tell us why here...Buyers were provided all the information at the time of contract.
  
  The included features vs upgrades and upgrade menu  is consistent with our marketing collateral.
  
  Seller is performing per the signed agreement.
  
  We had several attempts in reaching out to the buyer and the Selling Agent multiple times to try to resolve the disconnect.
  
  Towards end of last week we were able to communicate and are working on the misunderstanding.

  Customer response

  09/07/2021

  
  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

  07/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Hubble home 1 year ago and have had issues with the landscaping of our lot. The lot does not properly drain water and causes our backyard to be flooded. When we call Hubble they told us that this would fall under landscaping and is not covered under their warranty. Multiple houses in our neighborhood have had the same issues and Hubble has been inconsistent on how they have handled their complaints. A few houses were able to have Hubble fix their flooding issue after multiple calls while other neighbors try the same approach and have been declined to have Hubble correct the issue

  

  Business response

  07/13/2021

  *******,

   

  We are sorry to hear about the issue you are having with your landscaping. In regards to your complaint, we have not received any correspondence from you about grading issues. The only service request that we have received from you was on 6/14/2021 @ 7:24 am and read as follows:

   

  
  "The tree in our front yard has been dead since our movie in date. Even after regular watering our tree still has not been blooming. We have been receiving notes from our HOA indicating our tree needs to be replaced. This should not be our responsibility as the tree has been dead since move in and have not been able to revive it."

   

  Upon receiving this request your warranty representative made an appointment to come out and view the issue. After investigating the issue this warranty request was denied as Hubble Homes does not warrant any landscaping or irrigation. This is in accordance with Hubble Homes warranty policy and is mentioned under the "Limited Warranty Guidelines" tab, pg. 21, item #3, under "The following is a list of items NOT covered under our warranty program. All landscaping, grass, trees and shrubs."

  Furthermore, you, as the homeowner, signed that you understood and agreed to this stipulation on your "Hubble Homes Homeowner Orientation Checklist" item #3 "Sod, trees, shrubs, and plants are your responsibility: Sod, plants, shrubs and trees are excluded from warranty coverage following your new home orientation. Sod, shrubs and trees may need to be hand watered in spring and fall if irrigation water is not available; this is the homeowner's responsibility."

  In regards to the drainage of your lot, as stated above we have not received a warranty request for this issue, it should be noted though that the grading and drainage plan for your subdivision was designed and stamped by a civil engineer, it was then sent to the city for approval where it was approved, the plan was then built and inspected by the city and passed. With no rain for several months now, any water collecting in the drainage easement at the back of your lot would have to come from a man made source i.e. irrigation, hose or plumbing of some kind. The easement at the back of your lot is not designed for these purposes and is only for storm water. As storm water is intermittent, the easement is able to function properly in conveying the water and dissipating it into the soil. In the case of an extreme rain event water can remain longer than 48 hours and is common. If this easement is consistently receiving water from irrigation overwatering then it saturates the ground and therefore when a rain event occurs the easement is already full of water and can not convey water and it ends up standing. A rule of thumb for irrigation is no more than 1.5" of water should be put down in irrigation a week. This equates to 7-12 minutes of watering, per zone, every other day. If you or your neighbors are watering enough that the water is spilling off of your lot and onto your neighbors then overwatering is happening. This issue is not a Hubble Homes issue as we can not control the amount of water homeowners choose to put down on their yards and can only make recommendations. If water from your neighbors is causing damage to your property you have the right to address the issue with your neighbors as well as your HOA, the irrigation district and local law enforcement.

  In regards to some houses seemingly having their issues fixed by Hubble Homes and others not. Each individual service request is different and handled in such a manner.

  If you have further questions pertaining to this issue please do not hesitate to reach out to us.

   

  Regards,

  Cody

  Warranty & Quality Assurance Manager

  Hubble Homes

  Customer response

  07/15/2021

  
  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. Although I still disagree with their business practices, I understand that this is how Hubble decides to grade their lots although it is causing dissatisfaction with their customer. I hope in the future Hubble will consider improving or changing their process with grading their lots. 
  
  Sincerely,
  
  ******* *********

*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. ↩