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:10/28/2024

  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.

  Upon purchasing our new build house, the fireplace has been unusable, emitting a toxic odor causing difficultly breathing and headaches. Last spring **** ******* and **** **** were at our home repairing an issue with the roof and a crack in the foundation. We discussed the ongoing odor with the fireplace and asked **** ******* about replacing the gas fireplace with electric. **** said he would replace it with electrical if need be since we paid for a fireplace that is not usable.We were asked to have the fireplace cleaned and then burn the fireplace longer. We did open up the house and burned the fireplace for twice as long as what they recommended, but the problem with the odor continued.Eventually, Granite Ridge changed vendors to Home lumber and their representative, **** ********, came out to the house and took measurements of the fireplace, stating Granite Ridge told him they were paying for the replacement.We then were told by **** ******** that after he sent an email to Granite Ridge stating they were ready to proceed with installing the electrical fireplace, he was told that one of the managers wanted to come out to our house to recheck the fireplace again.We received an email from **** **** that he would like to put a hole in our drywall in the living room to see if there was any debris in or around the fireplace. We declined this offer and stated we wanted to proceed with the electrical unit. We then received an email from **** **** that it was understandable that we did not want a hole in our wall in the living room, but that they decided they would not be paying for the electrical unit.**** ******* stated they would pay for replacing the fireplace to electric and their vendor with Home Lumber stated he was told Granite Ridge was paying for the replacement.I emailed **** **** and **** ******** assistant that the sudden decision to not pay for the electrical unit was unethical given **** ******* giving his word that Granite Ridge would replace it.

  

  Business Response

  Date: 11/07/2024

  Upon receiving the initial concern with regards to an odor coming from the fireplace **** and Myself checked the fireplace when we were in the home completing another warranty item. Neither **** nor I could pick up on a smell coming from the fireplace. We did acknowledge that there was still the possibility that it could be an intermittent smell, or the homeowners could have had more sensitive noses. We agreed that we would contact the management at **********, who was the original seller and installer of the unit to come do a more extensive inspection of the unit. The homeowners brought up that they would like an electric unit replaced with the current unit. I did mention that that would be possible to make that switch but wanted to insure nothing was wrong with the unit installed. There was no discussion of what the cost of that electric unit swap out would be, and certainly no offer was extended to give them an electric unit for free. **** brick inspected the unit and could not find anything wrong with the unit. We then agreed to send a third party out to look at the unit to see if anything was possibly missed. We contacted Home Lumber to inspect the unit. That was the only direction that was giving to Home Lumber was to thoroughly inspect the unit and report back any findings. Granite Ridge and Home Lumber never had a discussion about any replacement unit. Home Lumber was also unable to find anything wrong with the unit. We feel that we have gone above and beyond to ensure the unit is preforming and installed correctly. 

   

  **** ******* 

  Customer Answer

  Date: 11/12/2024

   I am rejecting this response because:
  
  Several points from **** ******** response are incorrect.
  1. **** brick representative did state he could note an odor, but that that odor was normal. **** Brick cleaned the fireplace for dust, replaced the glass, and we repeated the same burn off process yet the odor continued.

  2. **** ******* stated that since we already paid for a fireplace that is unusable, we could get an electrical unit.

  3. Home lumber did not inspect the fireplace but took measurements. The representative stated Granite Ridge was paying for the replacement.

  If we were told that we, as the homeowners, would have to pay to replace a fireplace that we already paid for, we would not be going through the builder at all.

  ***** & **** ****** 

   

   

   

  

  Business Response

  Date: 11/18/2024

  As the homeowner has stated in the previous response that the company responsible for selling, installing, and warranty issues on the unit came out and stated that the fireplace is operating normally. Granite Ridge will not be paying for a replacement unit. I believe that Granite Ridge has gone to the appropriate levels of time and investigate work to ensure that the unit is indeed working. If anywhere along the way the unit was found to be faulty or defective we would have worked through the replacement process with the homeowners. 

• Initial Complaint

  Date:04/11/2024

  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.

  My wife and I built a Villa house in Lakes of ************ Villas , through Granite Ridge Builders and moved in during July 2021. Granite Ridge is the developer and responsible for installing the yard, to include maintenance/mowing and landscaping. Our front yard holds/floods water near the sidewalk area causing the mulch to wash away as well as causing a muddy mess. Weve brought this to the attention is *************************** who manages the neighborhood for the developer, Granite Ridge. We filed a complaint with photos attached to *************************** who responded stating the complaint was forwarded to the developer. First complaint filed 4-3-24 second filed 4-11-24. Our villa yard is the only yard that floods and looks awful for the $480 quarterly dues we pay. We are requesting the developer make this right and fix our front and back yard where there is no grass growing after 3yrs. Weve had to put grass seed and straw down to try and get the grass to grow and try and prevent the flooding of the front yard. This is not a responsibility of a Villa owner . There have been other issues with services provided by *************************** and the developer for past 2-3 yrs at which time we tried to be patient but its one issue after another and my family is stressed and frustrated with how our yard looks for what we paid for and continue to pay. We have not heard back from the developer in reference to the first complaint filed 4-3-24 or second filed 4-4-24and dont have a whole ************ that we will. We just want them to make this right . It doesnt matter the amount or rain, the yard floods and holds water and it shouldnt if it was graded and installed properly. We did pay extra for the landscaping during the building process. Thank you. **** and *************************

  

  Business Response

  Date: 04/17/2024

  Good Afternoon, 

  After reviewing this claim, we had two project managers visit the site to review the grading of the property. It is possible to reshape the empty lot adjacent to this homeowner's property to redirect water around the utilities and not disturb their current landscaping. 
  
  As far as the standing water is concerned. Our team reviewed the site within 24 hours of the submitted claim, after rain. The ******* ***************** Standards book states on page 21 paragraph 2.4 that "as a standard after normal rainfall, water should not stand in yard for more than 24 hours." Within 24 hours of the rainfall there was no visible standing water. The reshaping of the empty lot will still occur to help redirect the water and help to elevate the time of water standing.

   

  Customer Answer

  Date: 04/18/2024

   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, if Granite Ridge can provide a timeline of when they can reshape that is to the east of our property.  We would appreciate it completed within a timely manner.   Thank you.  

  
  

  Thank you.

• Initial Complaint

  Date:06/28/2023

  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.

  This company told me that they was tabling my medical to get me where I needed to be credit wise to get my home built and all I had to do was pay off my credit card and my wife's ********* account and this was said by *** but today they are saying my credit went down so now I don't get to build and if the would table the medical mine and my wife's credit would be high enough stop lying to me and trust me if I don't get the home loan with in the next 30 days I will be telling people not to do business with you guys cause you guys are a scam so build my house now and since you want to lie to me than you guys can pay for the house and gift it to me and my wife

  

  Business Response

  Date: 07/05/2023

  The customer and ********************** are on amicable terms regarding their build and loan process. Granite Ridge Builders, Sales Manager,  had previously spoken regarding their concerns and the customers' frustration was more in part with the outside lender and not with Granite Ridge. We are currently still in the process of working with them and trying to get them approved for a loan. 

• Initial Complaint

  Date:04/25/2023

  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.

  I paid cash for my house last year from Granite Ridge for $314.000 and was promised from ********************* the project manager for GR my 1 year inspection which was up in March of this year and for certain things to be repaired. I hired a professional inspector and had sent pictures to ***** and to ******************* from their office to be taken care of,he said they were not responsible for the damage to my house from the storm from last year, I made it very clear none of the damages were from that. I just want was promised me from the inspection. Also have called and emailed repeatedly I just got ignored.

  

  Business Response

  Date: 05/03/2023

  ****************** purchased a SPEC home from Granite Ridge builders in March of 2022. When a buyer purchases a spec home that is already a completed build, that buyer has the right to have the house inspected as any standard real estate transaction. She waived that right and negotiated to purchase the home "as is." 
  
  
  On March 28th, 2023, ***************** emailed ******************* with a list of things (with photos) she would like repaired as a One Year Walk Through. The list included cosmetic paint touch **** an outlet that she was requesting to have on its own dedicated circuit, a repair on the door jamb to the garage to house door, and some cracks in the bathroom shower. Her project manager ***** responded to her request and completed the paint touch *** desired, the garage to house door plate has been ordered and will be installed at the time of the hardware delivery. The dedicated circuit request cannot be completed as the electrical wiring is done in the building stages of the home. 
  
  ****************** ordered a home inspection report and sent an email over to ********************* 18th requesting additional items to be repaired. The home inspection report, if a homeowner chooses to purchase, should be initiated prior to closing, her report was ordered and completed over a year after she closed.  *****, project manager, responded to the findings of the report the next day April 19th, with photos of the home build showing that the proper baffles were installed during the construction process and giving her contact information for any gutter repair caused by the storm which is not covered under any warranty of the home and would have to be filed through her homeowners insurance if she wished to proceed that way with the repairs. He indicated then that all remaining work would be completed that afternoon. Any parts that are needed for requested items have already been ordered and are just waiting for arrival and installation. 
  
  On April 22nd, ***************** sent an email to our info@graniteridge email address indicating that she has not received a response from *****, in which she had 3 days prior.  
  
  At this point, Granite Ridge has gone above and beyond the customers' requests, replied in a timely manner to her needs, and completed the necessary cosmetic repairs which were not warranted on the sale of her home. The buyer also waived the right to have independent inspections on her closing paperwork. 
  
  
  

  Customer Answer

  Date: 05/04/2023

   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.

  
  

  Thank you

  Granite Ridge did not go above and beyond what they promised me last year!! 

• Initial Complaint

  Date:11/18/2022

  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 closed on my house 5/26/22,At that time my yard had not been seeded. After my yard was seeded it rained and partially washed my backyard away. Granite Ridge poured more dirt in my backyard without addressing the lack drainage issue. My yard remains muddy for 4 days after it rains and there are also puddles of water in my yard.I have contacted Granite Ridge several times in regard to this problem and feel they are not taking my concerns seriously.

  

  Business Response

  Date: 12/14/2022

  After reviewing the property and communication with appropriate parties, it has been confirmed that Granite Ridge has currently taken the necessary steps in resolving the homeowner request. The draining issue she is referring to has been resolved with additional excavating of the property, Granite Ridge recut the swale on the side of the property to re-rout the draining the correct way. Due to the time it took to adjust the grade, Granite Ridge was not able to complete the fine seed and grade prior to the weather shift. The grass will not germinate in the current conditions, so the home is scheduled to be fine seeded and graded in the spring when weather permits. 

  Customer Answer

  Date: 12/21/2022

   I am rejecting this response because:
  
  
  
  While I appreciate Granite Ridge’s response to my previous correspondence, i politely disagree with You’r conclusion that the issue in regard to the lack of drainage and pooling of water in my yard is resolved.  The swale that had been cut into my yard is where the majority of the water pools and doesn’t drain for 4 to 5 days after it rains.  
  

  Addendum:  On 12/16/22, I met with Chris, Granite Ridges Project Manager, who also had observed the pooling water in the swale.  Chris indicated in the spring weather permitting, the land surveyor would have to re-evaluate the drainage issue in my yard.  

  ***** ******

  

  Business Response

  Date: 02/06/2023

  The grade issue that you are referring to is the work that will be done in the spring, the excavator is aware of the problem at hand and the item will be addressed when weather permits. It is already on their schedule to follow up in the spring.

   

  Thank you

  Customer Answer

  Date: 02/07/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18420490, and find that this resolution is satisfactory to me.
  

  
  
  

  
  

  Thank you.

   

  ***** ******