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:05/28/2025

  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.

  We started our journey with Arbor Homes in Fall of 2023. Our new "forever" home was completed in March, 2024. We immediately had issues with our upgraded **** (Mfg) Laminate flooring that was in 90% of our home. We have **** Laminate 10MM, Emergence Plus 1024 EOS for reference. Our first ticket to warranty was for severe buckling/warpage of our flooring in/by front door to kitchen area. It was so buckled, we could not walk on it without risk of falling. ************ ( contracted company that installs all floors for Arbor in our development), did repair and said "flooring was too tightly installed in that area, so from our front door/office/kitchen area was replaced by them". My molding was ripped apart, crew didn't speak English nor was planning on replacing molding ..we were told, "someone else would do it." We have had ICC Flooring out several more times, for gaps in seams in areas, ends not meeting on joints in planks. Our last and most recent visit again for same issues, this time the focus was our humidity in the home. ************ (owner) stated to us, humidity has to be 35% or we will continue with issues. On that day, with ICC Flooring gauge, our humidity was 56%. We would need to invest in a Dehumidifier for home to resolve our issues. Also, owner stated after 35 feet of flooring we need a transition piece in flooring. We have NO transition piece. I reached out to **** directly and they stated 35-65% humidity year round is recommended for our flooring. ( we are in range). **** stated every 45 feet width and or length a transition piece is in the instructions on our flooring product to follow for installation. Our length of our home is 55 feet and 38 feet width of flooring product Laminate.We have ZERO transition pieces. We feel misled, angry and no one knew this from our design center of Arbor to ICC Flooring when installing our floors?? Owner stated "Arbor used to have this in fine writing in closing info, but removed it". We have a compromised floor!

  Customer Answer

  Date: 05/29/2025

  We can provide original invoice for flooring in our contract. We simply don't want their band aid fix anymore or their trades people in our home. Take ownership of what had happened, resolve it with compensation to us, since we have a defective floor that requires an installation process that was not followed!

  Thank you 

  Customer Answer

  Date: 05/29/2025

  Direct from **** on humidity range and installation instructions for our product installed in our home.

  

  Business Response

  Date: 06/11/2025

  Arbor regrets that our valued customers have experienced difficulties with the flooring in their new home. We have made attempts at repair that have not been completely successful. Unfortunately, this has taken more time than any of us would like. After consulting with our flooring vendor partner we have decided to do a 100% replacement with upgraded LVP flooring. LVP is less likely to be affected by humidity and we believe it will serve our customers well for years to come. We want to thank this customer for their patience and understanding as we worked through this difficult issue.

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. We are pleased Arbor Homes has validated our complaint. We are asking for certain stipulations to be met.

  1. Furniture and ALL belongings will be moved by installers and replaced to original areas. 

  2. All trim will be replaced, painted and sealed.

  3. Transitions installed as needed. Underlayment will be used per manufacturer guidelines.

  4. Can we choose the company to install our LVP product from Design Center/Arbor?

  5. Flooring installed as directed by manufacturer.

  6. Removal/ disposal of old Laminate and old products, not left at home.

   

   

  
  
  
  

  Regards,

  ******* & ********* ****

• Initial Complaint

  Date:04/17/2025

  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.

  Arbor built my home a year and a half ago since then my black brick has turned white. They cleaned it last year and did notsolve the problem. Then they stained the brick that did not solve the problem. Then theyve cleaned the brick again. The problem is still not solved. Ive been texting the customer advocate for the last two days and she ignores me.

  

  Business Response

  Date: 04/25/2025

  We have been working directly with the customer regarding these concerns and have come to a mutually agreed upon resolution with him. 

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  **** *****

• Initial Complaint

  Date:04/11/2025

  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 moved into my Arbor Home during the winter. There were certain tasks they could not complete due to the weather such as pressure washing the concrete: garage, driveway, porch, and sidewalk in front of my home. Arbor asked me to close a month early and I agreed with the understanding they would still handle my home accordingly. The day of my closing, I learned the superintendent who was over my subdivision would no longer be here and was being replaced. I never heard from the new superintendent regarding my remaining to do items so I began reaching out to previous Arbor contacts for assistance. I finally got ahold of the superintendent, *******, to explain to him the situation in hopes of getting my issues resolved. ******* was completely dismissive and disrespectful. In the midst of the remaining to do items, the builders working on the home next door, damaged my concrete. I made *******, the superintendent aware of this as well. Again, ******* was completely dismissive and ignored the issue. There were two homes, next door and across the street that were pressure washed, my home, 3 months after moving in, has yet to be pressure washed. I have contacted ******* and his supervisor **** *** with no resolution. I have attempted to call the main office of Arbor with no response. All I am seeking is fairness and the services that were supposed to be provided to me PRIOR to move in.

  

  Business Response

  Date: 04/25/2025

  An area manager from our construction team had been communicating with ********, the other homeowner. We advised her that there was no damage to the concrete and that the color variations would likely work themselves out with time, but that if they wanted us to replace the 2 sections of sidewalk that we would. We could, however, not guarantee that the color would match as it would be from a different pour. The response, from ********, was that they were going to give it some time to see what the color did. As for the pressure wash, this was completed 4/15/25. 

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  While the offer may have been provided to replace the two pieces of sidewalk, that does not satisfy the concerns of the rest of the concrete.  On top of that, I made several attempts to connect with someone, have them come to the home and speak with me to see this issue in person to no avail.  This is unsettling as a first time home buyer to be treated in such a manner.  I did not get to experience the cleanliness and presentation of my home after Arbor asked me to move in a month before my initial closing time.  The right resolution would have been to meet with me in person and develop a plan on how things can be resolved.  As you can see, the power washing of the concrete after THREE months of being here, did nothing to resolve the problem. 
  
  Regards,
  
  ******* *******
  

  

  Business Response

  Date: 05/20/2025

  Homeowner had a conversation with a member of the construction team regarding their concerns. The homeowner agreed they did not want the section of sidewalk replaced as the color wouldn't match the rest of the existing concrete. We consider any other questions or concerns to have been addressed at this time. 

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Arbor continues to pinpoint the issue with the sidewalk when there are overall issues and concerns with the concrete laid as a whole.  The concrete on the porch, garage and driveway are all damaged in some way.  The power washing took so long to occur that there is permanent dirt everywhere.  You see foot prints, cracks and chips of concrete in each section.  The main problem I have is that I had to reach out to them multiple times.  I have tried to resolve this without filing a formal complaint to no avail.  I will reiterate that the concern here is far greater than two pieces of damaged sidewalk.  It is the unprofessionalism, the lack of respect and integrity, and overall failure to resolve the issues of a paying customer.  The attention to this matter that is needed is the same attention I received when it was time for me to close on my home.  No one has been here to make an effort to visually SEE the concerns.  
  
  Regards,
  
  ******* *******

  
  

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I am looking for someone to come out and view the issues in person, to have a conversation in person and discuss a resolution.  No one has made face to face contact with me nor has come to see the property to understand and hear the validity of the concerns.  Pictures do not suffice nor show the significance of how bad the concrete condition is. 
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  Date:01/16/2025

  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.

  Homeowner Dues Report. What the Company is doing with our money.

  Customer Answer

  Date: 02/07/2025

  Arbor Homes is collecting dues from home owners and we dont know where our money is being spent . They refuse to tell us in writing. An HOA is run by the homeowner s not the corporation of Arbor homes . I have filed a complaint with ************* office as well . We have a right to know how the money is spent at ****** per year and more . I think they may be using it inappropriately and wish to know what they are hiding. May have to take up a petition in The neighborhood, this is becoming a great cause of concern. Where is our money? 

  

  Business Response

  Date: 02/11/2025

  Hello,

  Thank you for your inquiry. We have reached out to the *** directly and they have now posted their financials on the website for your review.

  Thank You,

  ***** *****

  Customer Advocate

  **********************

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *******
  

  Customer Answer

  Date: 02/11/2025

  I asked for the *** fees being used at ************ be sent to me and my neighbors. Not put on a website they can manipulate and use. I have contacted the **** general office with my concern and Arbor homes Indianapolis refuses to Respond and send a copy of last years dues and what was paid from it . That is a right to all of us in the community. 

  

  Business Response

  Date: 02/18/2025

  Thank you for sharing your concerns with us. We understand your frustration and sincerely apologize for any inconvenience this has caused. As we are not the **** we do not have control over how they distribute information. However, as a homeowner, you have the right to request the financials directly from the property management company. We encourage you to reach out to them for the information you need. Additionally, we will ensure that your feedback is forwarded to the property management company for their awareness. We appreciate your understanding and are here to assist with any further questions.
  
  

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  Date:11/05/2024

  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 built a home through Arbor Homes 10/2021. Within a month of moving into the house we were having to call the flooring company because of ripping issues with the sheet vinyl flooring on our first floor. We filed the appropriate complaints with arbor to rectify the situation. We had one flooring company out on 2 different occasions and were charged close to $1,000 for repairs which were within our warranty time. We filed numerous complaints with arbor about our flooring over the past few years. The flooring is so bad now, that it is coming up at the seams creating trip hazards for anyone who comes in the home. Being a disabled veteran, I have issues with my back and hips. Because of the issues with the flooring, I have fell numerous times because it catches my feet. We have used the mop suggested by the builder along with the solution suggested. We do not have a ton of people in and out of our home to cause such issues to a floor that is 3 years old. I called corporate Arbor Homes today to speak with someone, ***** (I believe was his name) was rude, unhelpful, and very unprofessional. I was asking about the life span of the flooring, he told me he could not answer me and basically told me there was nothing he could do to help me out because Im a year too late on my flooring warranty. The fact that my flooring on a home that is 3 years old and Im already having to worry about replacing it is ludicrous. I have a video that will not allow me to upload to get a better idea of the flooring situation.

  

  Business Response

  Date: 11/22/2024

  The customers ****** warranty for defective materials or workmanship expired on 10/12/23, and it is now over a year past the expiration date. The customer acknowledged that the flooring was tearing due to their furniture moving across it, as indicated in their statement: The vinyl flooring on the main level has been ripping and tearing with the slightest movement of furniture. This damage is a result of homeowner actions, not a material defect. No warranty claim for defective materials or workmanship was ever filed.

  On the claim that was submitted 1/24/22, the customer requested that we replace their flooring with vinyl plank, which we denied at that time. 

  
  Additionally, during the initial visit, the contractor we used reported that the customer used a racial slur towards the technician after the repair request was denied. Following a subsequent request for an inspection, the contractor refused to return to the home due to this behavior. However, the repair denial was based solely on the fact that the damage was caused by the homeowner, not due to defective materials.

• Initial Complaint

  Date:10/31/2024

  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 decided to build with Arbor Homes based on the reputation and what I thought was quality work. I selected an upgrade in the master bedroom from the standard tub to the garden tub. During the design center's meeting, we did not discuss measurements of the garden tub as the assumption was that since it was an upgrade, it would be larger than a standard tub.I closed in June of this year, I did not realize until after closing until I attempted to bathe, that he garden tub was too small. (I showered initially). Visually, the garden tub appears larger, but the inside basin I found measured a lot smaller than even the standard tub.I've emailed and called Arbor on several occasions and they are refusing to acknowledge that this was was a material misrepresentation. I even asked if a member of their staff could visit the property to assess the tub and to remeasaure in order to see that the tub is too small, length wise. Their only response was that there was no defect and that the tub is standard and measures the same size as a standard tub. If that were the case, why would I purposefully select an "upgrade" that is considered the same as a standard tub. I am completely disappointed in the overall lack of concern and handling of this issue. It needs to be resolved and not swept under the rug! It's similar to being sold a lemon...but a lemon of a tub!

  

  Business Response

  Date: 11/01/2024

  During the construction process, Ms. ***** visited the home several times and received blueprints that included the bathtub dimensions. She did not express any concerns about the bathtub size at that time and signed off on the home, indicating her satisfaction.
  The issue regarding the bathtub size was only raised after Ms. ***** moved in. We would like to clarify that the bathtub is neither defective nor incorrectly installed. Therefore, we are unable to issue a refund.

  Customer Answer

  Date: 11/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The home was visited several times during the build process, however the tub was not installed until the final walk through. During the final walk through the option to sit in the tub was not presented and if it was at that time myself and my realtor would have realized that the tub was too small. As I stated previously visually it appears to be fitting, but you don't realize it is too small until you sit in it.

  Again, I've asked that someone from the Arbor Staff come to the property and assess the tub and measure. The tub is a misrepresentation of an upgrade. The response provided by Arbor is unacceptable and they know it is.
  
  Regards,
  
  ****** *****

  
  

  

  Business Response

  Date: 11/04/2024

  Thank you for your feedback regarding the upgraded garden tub/shower combo.
  We understand your disappointment; however, we want to clarify that the product delivered matches the specifications outlined in the blueprint, and its dimensions are standard, measured from wall to wall. The installation has been completed correctly, and the product is functioning as intended.
  At this time, there are no further actions Arbor can take regarding this matter.
  Thank you for your understanding.
  

  Customer Answer

  Date: 11/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Again this is a material misrepresentation of a service/product rendered. During the design center meeting, there was not a model of the tub available nor was there a model home available for viewing the garden tub.  You indicated that I visited the property several times, but you failed to mention that the tub was not installed until the final walk through.  Even during that time I did not get inside the tub to confirm that it was a "fit". I am not a carpentet or a construction worker so I don't make it a habit to walk around daily with measuring tools.

  When specifically were the dimensions of the garden tub provided? Further more what are the exact dimensions of the garden tub including the inside of the basin? Also, please confirm why Arbor is no longer offering the garden tub combo? So are you sayingbthat I willfully purchased a tub that zi knew I wouldn't be able to fit? RIDICULOUS!!

  Your lack of acknowledging the misrepresentation speaks volumes about your company and to say I am disappointed with this company is an understatement.]
  
  Regards,
  
  ****** *****

  
  

• Initial Complaint

  Date:09/26/2024

  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.

  My husband and I purchased our lot/home from Arbor Homes and settled in October of 2022. This is my 2nd BBB complaint against them due to them not holding up their own standards and failure to complete warranty items/complaints. Currently, whenever I submit a warranty request and/or reach out to the Warranty Employee *************) for Maple Trails, I am told my issues are not covered. The bolt on our master bathroom toilet broke. Arbor refuses to fix this although under the 2 year warranty it states (Installation of all ****************** Plumbing). Arbor installed this toilet and the bolt broke! This should be covered. Instead I am gas-lighted and told that I must have broken it! Our concrete in our driveway cracked after just a few months. It has continued to expand and crack further. Warranty states: Your warranty covers cracks greater than a quarter of an inch. I can tell you the crack is longer than a quarter of an inch and should be fixed. FIX IT!As I stated in the beginning, we have been here since 2022. We were the first house constructed on Copperleaf. The quality of the newer houses being built now compared to what my husband was afforded is absurd Including and not limited to the grading of the property. We have one of the two biggest lots in the neighborhood and after construction we were left with terrible grading, ***** debris, and rock. My husband and I have spent thousands of dollars trying to grow grass and we are just left with, un-even ground, patches of grass, mud and rocks. Again, Arbor assumes no responsibility. However, they are now building these newer houses and leaving newer homeowners with successfully grading grounds. We have areas of our front yard sinking and areas around the rest of our yard separating and cracking that will eventually sink in, again I was told today Arbor will NOT fix this! Please help me get these issues addressed by Arbor. Thank you, ******* ******

  

  Business Response

  Date: 10/24/2024

  Arbor Homes takes pride in our service after the sale. Our records show Ms. ******* home has 55 completed service orders since the home closed on 10/6/2022. Last December Arbor Homes upgraded the flooring in this home from sheet vinyl to luxury vinyl plank due to a crack in the slab at a cost of over $8,000. Our warranty obligation did not require this upgrade. I use this as an example to counter Ms. ******* claim that Arbor is not holding up their own standards and failure to complete warranty items/complaints I can provide details of the other 54 service orders upon request.
  The concrete warranty covers cracks larger that wide or vertical displacement of . It says nothing about the length or location of the crack. Unfortunately, all concrete cracks and is very unpredictable.
  There is no warranty on sod or seed and only 90 days on trees and shrubs. As for the grading there are 2 potentially applicable warranties. 1. Arbor Homes will repair areas where water stands more than 24 hours after a normal rainfall.  However, The builder is not responsible for any corrections if the source of the standing water stems from flow of water from an adjoining property, gutter downspouts, sump pump outlets or work performed by others. Our records show Arbor Homes sent a landscaping company to repair a low spot in the back yard on 8/30/2023. 2. Arbor Homes will repair settling caused by utility trenching one time in the first year. Our records do not show where this service was requested by Ms. *******
  We did receive and reject a request to repair a broken toilet bolt. While this bolt is part of the installation, these bolts dont just break. We concluded the bolt was broken due to homeowner damage or negligence. Arbor is willing to send out a plumber who will examine the breakage and propose a solution as a courtesy to help resolve this matter. 

• Initial Complaint

  Date:08/19/2024

  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 closed on our house 6/20/24. We have attended every meeting in person that Arbor has scheduled for us prior to close. It has been nothing but warranty claim nightmare after nightmare since. Prior to even closing on the house, during our walk through, the dishwasher was incorrectly hooked up and water poured all under the sink-spreading around/under the kitchen island and floors. Damage to cabinets have yet to be fixed. Initially, this was brushed off as inconsequential by ******, assistant to **** *******, our superintendent. **** witnessed the incident that day as well- I communicated concern for future damage/mold. Issue wasnt addressed until later when the first water leak occurred from our dishwasher, requiring restoration services to come and confirm my fears of moisture found in addition to the immediate damage to surrounding structures from the previous and current water leak. The FIRST day we moved into the house 6/22/24, we had no water supply going to our washer/dishwasher, discovered when we attempted to use appliances. Day two, 30 minutes after plumber came and deemed everything fixed, our plumbing backed up and flooded our garage and laundry room. Restoration came to address this, costing us an insane energy bill guaranteed to be reimbursed by Arbor, but has yet to be fulfilled. Further plumbing issues have arose since, along with additional claims that have either yet to be serviced, or have and the job was not properly done. **** (assigned customer care ***** as well as anyone else from the Arbor Homes team, do not respond unless we reach out to **** for help with follow up. We had a second water leak from our dishwasher after it was fixed twice by Frigidaire warranty service. Water leaked out while unit had been turned off/ not in use for two days. Warranty emergency call service does not respond in a timely manner- my first emergency call last night 8/18/24 at 9:46pm was not returned until 2:05am the next day for an active water leak

  

  Business Response

  Date: 09/24/2024

  Arbor regrets the difficulties experienced by this customer in her new home. There have been an unusual number of warranty issues but Arbor has not denied any services and nearly all issues mentioned in this complaint have been resolved at Arbor's cost. We still have a few pieces of cabinet trim to replace that will be done this week and we have a new screen door on order. The root cause of the dishwasher issue turned out to be a faulty appliance that was replaced by the manufacturer. Similar but smaller issues after the dishwasher was replaced were found to be caused by excess solids in the garbage disposal. An Arbor representative has advised of the importance of regularly turning on garbage disposal to avoid obstructing the dishwasher drain. Records show Arbor has mailed 2 separate checks to compensate for the additional electrical usage during remediation. Arbor has assigned a new ************* Manager to this home who has been communicating and is responsible for resolving the unfortunate issues experienced by this valued customer. ******************** is dedicated to having happy customers. While this has been a rough start for this customer, we feel we have restored this home to new condition. Should any other issues arise or if repairs were not made to satisfaction, please submit a new request through our website or portal and we will make it right as quickly as possible.

   

• Initial Complaint

  Date:08/14/2024

  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.

  We cannot get our warranty issues solved. The warranty person at Arbor takes weeks to come up with solutions, that usually never come to fruition. ******* refusal to answer questions and ignores us about fixing problems with our house. Other parties will not respond to our calls either. We want our house fixed so we can be done with Arbor Homes but they are impossible to get work done.

  

  Business Response

  Date: 08/15/2024

  We appreciate the opportunity to address the concerns raised by this customer. Our team has been actively engaged in discussions with the customer to resolve the issues at hand.
  We have reviewed several requests from the customer, and while some of these requests did not align with our warranty guidelines, we have worked diligently to provide clarity and solutions. Most recently, on August 15, 2024, we reached an agreement on the outstanding issues.
  The primary concern raised by the customer involves the location of the CAT6 cable ***** We have explained that relocating this **** is not feasible, as it was installed according to the original plans and was approved by the customer during the build process. For reference, we have provided the relevant documentation, which is also attached to this response.
  In an effort to accommodate the customer, we have provided a ******* CAT6 cable at no additional cost. The customer has agreed to this resolution.
  We encourage the customer to submit any new concerns or issues as they arise, and we will review and address them accordingly.
  Thank you for your attention to this matter.

• Initial Complaint

  Date:05/18/2024

  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.

  Warranty work is absolutely terrible. I filed a claim in January for sunken utilities, didn't come do any work till I advise it had became worse and is a safety hazard. I have been waiting on sod ( to turn the yard back to condition when we purchased the home) for over a month. No communication after several attempts to reach "Bill" with the warranty center.

  

  Business Response

  Date: 05/20/2024

  Arbor Homes received a warranty request on 2/9/2024 to repair settlement due to utility lines. **** notified *************** that landscaping work does not start until roughly the middle of April. **** added this home to our "spring list". On 4/16, **** submitted a service order to a landscaping company who arrived on 4/23 to fill and grade the areas of settlement. Also on 4/16 **** submitted a service order to a sod company and requested they come to replace sod as soon as possible after 4/23. To date, the sod company has not arrived. **** has called them numerous times and their most recent ETA is tomorrow, 5/21/2024. This sod will be replaced, unfortunately it has taken longer than any of us would like due to seasonal peaks outside of Arbor's control. **** has made contact today with *************** informing him of the latest update.