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:05/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been complaining about repairs that needed to be done, and all they do is make it look the same or worse after they are done. My siding under my loft window is crooked and I have a lot of flashing showing and ********************* has the nerve to tell me Im supposed to see it. When I ask him why my home is the only home that looks this way he never answers the question. All of the trim throughout my entire house needs to be replaced. They Damaged cabinets when they install them theyve been in my home 6 to 7 times to do repairs and they have yet to repair the cabinet damage. When they come, they leave paint all over my floor, and they never cleaned up behind themselves. I have many spots on my floors with the flooring that arent level and Im told its normal and its nothing they can do about it. And I still have spots on my walls that have yet to be painted and when they do come out, they rush to get out of here to get to some other house to do repairs they do not spend enough time in my home, the ceiling is at my garage has watermarks. I told them about it and they ignored me and those watermarks. Let me know that theres a leak on the roof of the garage.

  

  Business Response

  Date: 09/10/2024

  Since the home closed Arbor has scheduled 31 separate vendors in an attempt to satisfy this customer. Since this complaint was filed, ********************** has scheduled 5 different vendors to address ******************* concerns. Most recently we replaced his front door and he confirmed it looked good. We have made multiple attempts to meet this customer's high standards and believe we have met our obligations under BAGI standards. However, we are willing to take another look at specific issues. We encourage *************** to submit a detailed request with specific areas he is not pleased with. Arbor is committed to evaluating his concerns and meeting our contractual obligations, we just need to know exactly what the issues are specifically. 

• Initial Complaint

  Date:05/06/2024

  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.

  New Home Construction, Home under insulated, only 12 inches in Ceiling (SHOULD BE 22 TO 26 MIN.), No outside GFI plugs (state law) Walls insulated cheaply, used cheap insulation. Hired two contractors to investigate. Cost me ******* to update to standard. Heat Pump is a cheap 13 seer and very poor quality that doesn't do well in cold weather, below ************************************************************* elect. There is ********************************************************************************************** bulk to install. A 20 seer Furnace will handle the cold as a 13 will not without running 24/7. Also have cracks in all concrete, Driveway, Garage, Back Patio and this is a new home. The garage has a crack all across the front of the garage and the crack also enters my home through the utility room. Drywall nails protruding in the home. I paid ******* in down payment for a 350,000-dollar home with low grade quality and the garage door already had to be replaced because it wasn't installed right. I am very disappointed in the quality of this home and how cheap it was built. After contacting Arbor Homes repair, I was told the Furnace was adequate and it was two ton. Cracks had to be 1/4 inch for repair in the concrete, and as you can see our conversation went downhill. I have done all these things in my lifetime and built homes right here in ********* *******. I just want my home brought up to what I paid for not cheap quality built in a week. My furnace replaced and the cost of insulation to bring the home up to code. Shocking the building inspector lets these home pass with cheap quality and high cost. A HOA that is corporate run and not by the people. They are also ripping us off while mowing lots that belong to Arbor Homes we pay for. Roads are terrible. I would like the Concrete inspected by a certified Inspector to make sure there is no damage under my ***** floors coming into the house concrete repaired. Drywall nails fixed, and outside GFI plugs replaced. Cheap Home for 350K.

  

  Business Response

  Date: 05/20/2024

  Arbor Homes follows all applicable building codes on every one of the homes we build. Insulation: the thickness of the insulation required under **************** code depends on the type of insulation blown in. While it is possible that this home did not have enough blown in, it is impossible for Arbor Homes to inspect and correct since the homeowner hired a 3rd party contractor without contacting Arbor Homes first. I have attached the energy certificate for this home showing it met code at the time of closing. Homeowners must contact Arbor first for warranty claims, we do not do reimbursements when we are not given the opportunity to inspect and correct as needed to meet code. Furnace: ALL heat pumps are designed the same.  The **** rating is how much it costs the consumer to operate, not its operating power in the winter. When you have an all electric system, regardless of the ****, the electric heat is going to be activated each winter when the temps drop below 25 degrees. The heat pump installed by the builder is indeed not a cheap unit, but top 2 in the industry.  There are many cheaper units that could have been installed and still heat the home. This equipment comes with a standard 5 year parts warranty. This warranty will double if the customer registers the equipment and properly maintains the unit. Cheap companies do not offer a 10 year warranty. Concrete warranty states that cracks must be 1/4" or larger. Unfortunately, smaller cracks are common and cannot be 100% prevented or warranted. The *** will be turned over to local leadership once the ********************** is complete. Arbor Homes wants all of our customers to be happy in their new home. All homes come with a 2-year warranty on materials and workmanship. This gives our buyers time to reach out to Arbor to correct any errors. We have only received one request for this home that is basically the same as this complaint. I encourage this homeowner to submit warranty requests directly to Arbor for any issues not addressed in this reply.

  Customer Answer

  Date: 05/20/2024

  Its easy to sit behind a desk and  tell the BBB what Arbor does .  They wont get out from behind that desk to investigate. I had my own cement business in the ********* area and can show you concrete I poured 40 years ago still without cracks. All my concrete is cracked and not a year old . One enters my home under my Vynal floors . Say what they want about the furnace, Ive had the company that installed it out 3 times now and not one of them gave me a thumbs up . Its a cheap furnace. If you ****** sq footage on my home of 2000 sq feet I should have minimum of 4 ton and they installed a 2.5 ton . They dont comply with installation of Insulation in these homes cause I had two contractors here . My 2000 sq foot cost more to heat than my neighbors with a two story home .  HOA , what a joke . They cant even have these people mow lawns . Ill be moving to disband this HOA as soon as possible. We dont need it here and the money gouging, 

  Customer Answer

  Date: 05/21/2024

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Its easy to sit behind a desk and  tell the BBB what Arbor does .  They wont get out from behind that desk to investigate. I had my own cement business in the ********* area and can show you concrete I poured 40 years ago still without cracks. All my concrete is cracked and not a year old . One enters my home under my Vynal floors . Say what they want about the furnace, Ive had the company that installed it out 3 times now and not one of them gave me a thumbs up . Its a cheap furnace. If you ****** sq footage on my home of 2000 sq feet I should have minimum of 4 ton and they installed a 2.5 ton . They dont comply with installation of Insulation in these homes cause I had two contractors here . My 2000 sq foot cost more to heat than my neighbors with a two story home .  HOA , what a joke . They cant even have these people mow lawns . Ill be moving to disband this HOA as soon as possible. We dont need it here and the money gouging, 
  
  Regards,
  
  *****************************

  
  

  

  Business Response

  Date: 06/11/2024

  Arbor Homes has fully investigated the claims in this complaint and believes we have met our obligations. I have attached 3 documents to this response. The first is the response received from the **** professional who installed the **** system in ********************** home. The second attachment is called the "Final Compliance Certification" with ********************* initials and signature. Please note where he initialed the "...items...not covered under warranty" including the statement about concrete cracks. The final document attached outlines Arbor's home warranty. It clearly states concrete cracks less than 1/4" are not covered under warranty. Arbor Homes considers these matters closed under the current condition of this home. If anything changes we will certainly evaluate the issue and consider warranty coverage upon reciept of a warranty request through our website: yourarborhome.com  

  Customer Answer

  Date: 06/11/2024

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  

  Customer Answer

  Date: 06/11/2024

  Its hard to observe complaints from this Company when they have never followed up on anything. Never set foot in my home to even look . I have requested the info for the heating and air in writing, concrete cracked under floor from garage to utility room under vinyl floors . HOA spending audit info. And where our money is being spent . I complained to my Realtor and Superintendent when I bout the home they told me to keep an eye on it . Insulation, was 6 inches in attic and cheap. I have Pictures and had to add . I will contact an attorney and have them find out why Arbor Homes sells homes for 350k and refuses to follow up on anything. My neighbors dont speak English so I will become their Source of for complaints. I was sold junk . I will have my lawyer follow up soon . They are to lazy to get out of the office . Wanting me to send pictures instead of investigating my complaints . 

• Initial Complaint

  Date:05/04/2024

  Type:Sales and Advertising 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 is about my kitchen countertops. Issue began between October and December. There are small cracks going through my counters. First time, arbor came out, and they painted over the cracks. The cracks came back. I let the warranty guy know that the cracks came back. He never answered. I waited patiently for him to text back, and never did, so I submitted another claim. ******* had my counters reordered. The countertops sat in my garage for 2 weeks before anyone showed to replace them. When the person, ******, arrived- he was unable to install my counters because ******* hadnt scheduled *******. Counters were pushed back another week. Counters got installed, but never finished (still arent finished.) Feb 9 Feb 16th- still not finished. Contacted **** he said he was calling them, no reply after. Feb 23- counters should be finished. No show Feb 23 -A week after counter install, they cracked again. Texted **** immediately, and surprise, no answer. March 1- no follow up March 11- nothing March 30- another claim April 5- another claim, 2 people came and deemed my counters FACTORY DEFECT. No word from ******* April 16 - another claim a man named ***** called and said he had no idea what was happening said he would talk to his boss and call back . April 22- another claim, ***** called. They want to replace the counters with the same defected countertops. April 29- another claim. I refuse counters that will crack as soon as theyre installed. I asked ***** 4/29 if the counters will have a 2 year warranty after install or if its from the purchase date of our home- surprise. No answer. I have cracks forming all down my counters, and they look horrible from not even being finished.

  

  Business Response

  Date: 05/20/2024

  Arbor Homes has replaced the countertop with a brand new one. Unfortunately, the replacement also cracked. We have ordered another replacement and it is due to arrive on or around 5/24/24. We believe the issue is a result of the way it was installed so we are having the replacement installed by a different company this time. 

  Customer Answer

  Date: 05/20/2024

  Arbor homes came to my home May 9th, said they would talk to the countertop vendor and get back with me. 
  

  They have not given me any sort of update. 

  Customer Answer

  Date: 05/21/2024

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  

  Arbor homes came to my home May 9th, said they would talk to the countertop vendor and get back with me. 
  

  They have not given me any sort of update. 

  
  Regards,
  
  *****************************

  
  

  

  Business Response

  Date: 06/11/2024

  Our records show the kitchen countertop was replaced on 6/4/2024 and the sink reconnected on 6/5/2024. We have made several attempts to check for satisfaction but have not been able to connect. Please submit a new request or call us at ************ if we can be of assistance.

  Customer Answer

  Date: 06/21/2024

  Countertop was replaced. Within a week, the brand new counter cracked. Leaving me with another cracked counter. 

• Initial Complaint

  Date:03/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had many issues with Arbor, however this one has taken a very long time to even attempt to sort out and it is still not done. When we closed on our home, there was a cabinet that did not work properly. The ball bearings came off and it does not sit properly in the drawer. I was told this would be fixed before we closed on the home, it was not fixed at our final walk through. I should have made them fix it before closing, but Arbor insisted the cabinet was on back order and it would be fixed. A couple months go by and I reached out and no one knew what I was talking about. So I was instructed to submit a request to have it fixed. They told me it was going to be ordered and to wait to have a ********* come and fix it. This happened 2 more times. I just reached out again and I was told there was ZERO record or paper trail of any of these requests and that they wouldn't be able to work with my schedule to resolve the issue. I am so beyond frustrated with Arbor homes. I just want my cabinet fixed.

  

  Business Response

  Date: 04/29/2024

  Arbor's procedure for requesting warranty service is to submit request through our website. It appears there was communication with our *********************** concerning this issue without the proper follow up to get parts installed upon arrival. Unfortunately, our ************************ was not aware of this until 3/27/2024 when we received a request through our website. Our records show this cabinet issue was resolved and completed on 4/8/2024. Homeowner signed off to verify work was done to her satisfaction on 4/8/2024. 

• Initial Complaint

  Date:02/24/2024

  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.

  We went to purchase a home from arbor homes sales person ***************************** is very rude and disrespectful he treated us as if we could not afford the home, we were referred by our realtor however ******* said we dont need a realtor with a new home build. Moving forward I am disabled and asked for specific windows to open because of my health **** ordered fixed windows however he never explained what a fixed window is I are advised him we were coming in blind so I know nothing about the home build process to later find out fixed mean the windows dont open and no one is willing to replace the windows I have to pay $309000 for this home for items I was misled on purchasing so **** can make a sale I have text messages where ha has talked to me soo bad as a sales person is this acceptable I spoke with ****** who stated **** has been here for years and he believe he explained every step to me if he would have told me the windows dont open I would never had ordered them I also found out fixed windows are the cheapest windows you can buy please help or advise me please I need windows that open due to my husbands disability and this was explained to **** and ************************* said a new build license to exchange the windows and that could take time but theyre still building they put the windows in 4 days ago

  

  Business Response

  Date: 03/08/2024

  While neither party has committed any contractual errors, it appears that a misunderstanding arose between Arbor Homes and the customer. We are pleased to announce that both parties have reached a mutually satisfactory agreement, effectively resolving the issue at hand. 

• Initial Complaint

  Date:02/19/2024

  Type:Sales and Advertising 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 home August 28, 2023, before the contractors laid down the flooring my husband and I had noticed that the concrete was not leveled. My husband and had complained about the flooring and other drywall imperfections. The contractor supervisor had the concrete reviewed by their flooring company and their flooring claim that the flooring was leveled out correctly until the floor was laid down There was a huge dip in several areas on the floor and we complained again before closing and stated that we would not be closed with uneven flooring. The floor was taken up in a few areas and the concrete was sanded down and the flooring was laid back down. We still were not satisfied with the flooring because it creeks when you walk on it. We were told by the contractor and seller if the flooring is not better by the time of closing that the flooring would be looked at again, and replaced. It's been constant complaints and sent via text and email and sent through the warranty portal and the floor still popping from air pockets per a flooring specialist my husband and I had called to review our flooring. We are needing our whole flooring replaced even in the bathrooms as the vinyl flooring is popping up and losing up. We would like to be compensated for the flooring and that we can pick our own floor contract out to install our flooring. Please help get this resolved

  

  Business Response

  Date: 02/28/2024

  Arbors flooring contractor visited this home on 2/16/2024 to inspect the flooring installation. The flooring professional concluded the slab is currently within tolerance and therefore the repair is not covered under warranty. This complaint is requesting money to cover a full replacement. Arbor Homes will not honor this request and considers the matter closed. Arbor homes will continue to honor the warranty on the existing flooring and make repairs caused by defective materials and/or workmanship.

  Customer Answer

  Date: 02/28/2024

  This is not acceptable as our floor is coming up and our granddaughter's shoe clamp from the floor lifting up and she fell and hit her head and went to the hospital. Will Arbor Home pay for the hospital bills? How many people need to trip and fall from the vinyl flooring that's popping up daily in different areas throughout the home? This is starting to be racial discrimination against us because it seems like because of the color of our skin. We have so many videos and emails with complaints about this home since construction and how we have been lied to and put aside on getting things done professionally as other homeowners. Before we take this to our attorney with all of the evidence and reports that we have. I even saved all text messages about every incident. We would like our floors downstairs replaced as soon as possible. 

  Customer Answer

  Date: 02/28/2024

  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. 
  This is not acceptable as our floor is coming up and our granddaughter's shoe clamp from the floor lifting up and she fell and hit her head and went to the hospital. Will Arbor Home pay for the hospital bills? How many people need to trip and fall from the vinyl flooring that's popping up daily in different areas throughout the home? This is starting to be racial discrimination against us because it seems like because of the color of our skin. We have so many videos and emails with complaints about this home since construction and how we have been lied to and put aside on getting things done professionally as other homeowners. Before we take this to our attorney with all of the evidence and reports that we have. I even saved all text messages about every incident. We would like our floors downstairs replaced as soon as possible. 
  
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 03/03/2024

  Thank you for bringing your concerns to our attention, and we appreciate your patience as we work towards resolving the issues you've encountered. Your satisfaction remains our top priority. Regarding the picture you attached, we have promptly created a new warranty request and will be in touch with you shortly to discuss and initiate the resolution process for this specific issue.
  As for the additional concerns you mentioned, we take all homeowner feedback seriously, and we want to assure you that we are committed to addressing every issue to your satisfaction. At this point, these are the first instances weve heard, and we plan to investigate and address each matter with the attention it deserves, we kindly request more context or information related to the additional concerns you have.
  Our commitment to honoring the home warranty for any defective materials and/or workmanship remains steadfast, and we will work diligently to address any issues you may be experiencing.

  Customer Answer

  Date: 03/14/2024

  This should not be closed because the issue has not been resolved. 

• Initial Complaint

  Date:02/02/2024

  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 had my home built the end of 2021, since then it's been ongoing issues, I've complained so much about my concrete They've done small patchwork but it's not resolving the issue. I believe I have foundation issues. Along with all the concrete in my driveway. It just keeps cracking and cracking and chipping away. I've already filed so many work orders for this. It just leaves a really bad taste in my mouth when I spent over 200 K on a home. Pictures below will show the issues. Even down to my house poorly insulated. Front of the house is still cold in the winter. I'm gonna have to take it upon myself to rip all the trim off to see what the main issue is instead of just putting caulk everywhere as you can see the brown stuff on my concrete is trying to caulk stuff it's never gonna fix the main my foundation is cracking all over along with my driveway, chipping away since I've purchased this home, I've left so many work orders last year I spoke to ********************* have the same text messages saying that they was going to repair the concrete well come to find out they're not , not sticking to the contract and just having somebody come over to patch stuff up isn't gonna work when it's cracks all around my foundation when they built the home it shows they literally hit the metal and it's just chipping away on the foundation all over below will show the chips all over and all the cracks in my foundation

  

  Business Response

  Date: 02/05/2024

  Arbor Homes received a request for some of the issues mentioned in this complaint on 9/27/2023. Even with the home being 4 months out of warranty at the time, we agreed to visit the home and evaluate any unresolved issues from the warranty period. On 9/27/2023 we scheduled a home visit for 10/5/2023 at 2pm. We arrived at the home and nobody answered the door. Arbor Homes ************* is still willing to evaluate this home for warrantable issues. Please submit a new request on our website with available dates to schedule a home visit.

  Customer Answer

  Date: 02/05/2024

  that was them for to inspect the floor That was the vinyl issues, I have messages Stating that you guys basically wasn't going to do anything for the concrete issues But I'm more than willing to submit another form. I submitted these issues when I was still in warranty and have the messages  and was told when the weather gets nice, it was going to be repaired. Fast-forward that was not the case you guys came to my house for floor inspection for vinyl that had nothing to do with concrete But I will go ahead and submit another response I can also attach the text messages

  Customer Answer

  Date: 02/06/2024

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]

  that was them for to inspect the floor That was the vinyl issues, I have messages Stating that you guys basically wasn't going to do anything for the concrete issues But I'm more than willing to submit another form. I submitted these issues when I was still in warranty and have the messages  and was told when the weather gets nice, it was going to be repaired. Fast-forward that was not the case you guys came to my house for floor inspection for vinyl that had nothing to do with concrete But I will go ahead and submit another response I can also attach the text messages
  
  Regards,
  
  *****************************

  
  

  
  

  

  Business Response

  Date: 02/14/2024

  We have scheduled another home visit scheduled for Wednesday, February 28, ****. We will look at these issues then and determine if warranty coverage applies. 

• Initial Complaint

  Date:01/27/2024

  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 recently just purchased an Arbor home in ************* 6 months ago on 7/26/2023. First off they moved our closing date a whole month ahead of schedule causing us to cancel an already planned vacation before moving into our new home and they gave us no option forcing us to the closing table when we already had suspicions of poor workmanship from a family friend that does the plumbing for all of Arbor homes. Within six months we had a sewer line backup causing flooding, pieces broken in the pipe for water softener, the garage was dented and has never properly worked i.e. frozen shut in winter, and several cracks in drywall not consistent with builder claims of "house settling", no heat in the winter when it was 0 degrees out with a pregnant girlfriend and six-year-old in the house, after having a contractor come to "fix" this issue, three days later the furnace is causing flooding in our six years olds closet and bedroom which is close to mechanical closet causing extensive water damage and mold and contractor found loose fitting pipes and drain not set correctly. We have been nothing but nice and patient for them to make repairs, but it has been one thing after another since moving in, not to even mention the outside of the home with a sunken lawn in several spots.

  

  Business Response

  Date: 02/07/2024

  Arbor Homes has processes in place to ensure we deliver the highest quality home possible. Unfortunately, this does not always ensure that a new home will not have some unexpected issues. When that happens,we are committed to responding as quickly as possible and getting the home restored to our quality standards. Our records show this home did have issues with the water softener, the furnace and most recently a water leak from the **** exhaust system. *********** reported the water softener issue was caused by incorrect installation performed by another contractor not affiliated with Arbor. We received an emergency line call for no heat in January. We notified **************** who arrived the next day and repaired the furnace. Four days later, this valued customer called our emergency line stating **************** was called and discovered a leak from the furnace flue causing water damage in the home. Arbor immediately called a remediation company who showed up the same day to begin drying everything out and to remediate any potential biological growth. Remediation is complete today and an Arbor ************* Manager is visiting the home today to inspect and begin scheduling the repairs. We will restore this home to its original, new condition and we apologize for the inconveniences caused by this building error

  Customer Answer

  Date: 02/13/2024

  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. 
  
  Arbor has been working with us on resolving issues, but the complaint is that these issues should have not came up in the first place, mainly when it comes the the flooding because the floor drain was not installed correctly during building process in furnace room. Many of the issues are being handled, but I am rejecting this response because they stated their plumber came to work on water softener and blamed the issue on the contractor we had install the softener. The issue with the response is we never once had Arbors plumber come look at or fix the water softener. Our contractor had to come fix it not R&R, so that statement is a lie. Our contractor informed us this had nothing to do with installation but rather broken piece in the pipe from the original installer of plumbing which has not been fixed. Also, the response states the remediation was done at that time and also not true, remediation company came back out and tested positive for mold, so flooring had to be removed, we are aware this is ongoing and will be fixed, but was not taken care of in the timeline suggested in the response. Just want to get the facts straight. 

   
  Regards,
  
  *******************************

  
  

  

  Business Response

  Date: 03/04/2024

  We appreciate the opportunity to address your concerns regarding your home. At Arbor Homes, we are dedicated to delivering a home you can take pride in, and we deeply regret the unexpected issues you have faced. Our records show this home did have issues with the water softener, the furnace and most recently a water leak from the **** exhaust system. We are genuinely sorry for the challenges you faced with the sewer line backup and water softener issues. Our team has actively addressed these concerns to ensure they were resolved promptly. 
  
  We received an emergency line call for no heat in January. We deeply regret the discomfort caused by the heating issues during winter, especially given the extreme weather conditions.  We notified **************** immediately who arrived the next day and repaired the furnace.Four days later, this valued customer called our emergency line stating **************** was called and discovered a leak from the furnace flue causing water damage in the home. Arbor immediately called a remediation company who showed up the same day to begin drying everything out and to remediate any potential biological growth. An Arbor ************* Manager visited the home to inspect and begin scheduling the repairs to remove the flooring and fix the drain.
  
  We want to assure you that we take these matters seriously, and your satisfaction is of utmost importance. Our team is actively engaged in resolving each issue you've raised,and we appreciate your continued patience as we work towards comprehensive solutions.

• Initial Complaint

  Date:10/24/2023

  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 with Arbor Homes in 2022. When we moved in we were told warranties would be completed in a timely manner. It is over a year later and we are still waiting. We had a front door damaged when we moved in and they did a terrible patch job. The day we moved into the home our door to the garage did not fit the frame, so we had no way to secure the home. We have put in many warranty request and have had little completed. We got to the point of putting in the request daily to stay at the top of the list. We were in contact with a warranty person named **** and **** who were helpful for a total of 10 minutes. Now they dont respond to emails, texts or calls. We have even called the emergency line to get them to try to fix things. We are told they will contact us back in ***** hrs and that does not happen either. Its been two weeks since we last called and they still have not called back. Our warranty list isnt lengthy, but we would like to get these issues fixed before we have to get a lawyer involved. We were told at the year **** we would have a nail pop meeting. We have tried to schedule this meeting and are not able to get ahold of anyone. Our list -bedroom closet trim has holes in it -another front door due to dents on it and poor patch job -scratches on fireplace -yellow stains upstairs in the loft -our yard is sinking by one of the pipes -master room window crack -fix roof over the garage.-fix bricks on the garage.-tree for the back yard that we paid for but wasnt planted.

  

  Business Response

  Date: 11/03/2023

  Arbor Homes strives to honor our warranty and keep our customers happy. We did not live up to that goal for ****************. Once this was brought to management's attention, the field manager for that community was notified and has been working to address these issues. The painters have completed the work on the trim in the upstairs bedroom. The cracked window has been replaced. The flooring company is scheduled to be out on 11/6 to patch the stained carpet in the loft. A new front door slab has been ordered and will be delivered on 11/10. ***************** is gathering the material and will be in touch with the homeowner next week. The backyard tree was planted 11/1/2023. The 11 month drywall touchup is scheduled for 11/15/23. Our records do not show any requests for the garage door, the roof over garage, or the bricks on the garage. Arbor's field manager is working with **************** to learn more and will correct any of these issues that are covered under warranty. Please feel free to send an email to customercareindy.com for questions or concerns on any open service iterm.

• Initial Complaint

  Date:10/23/2023

  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 with Arbor in 2021 and closed on April 1st of 2021. In our first year here, we had typical issues for a new home, and some of them were fixed. After the fir at year we started having a TON of problems. Light fixtures going through numerous bulbs, outside light sockets loose, flooring peeling, walls cracking, window frame drywall splitting, concrete popping when walking over it in the winter, cabinets exploding out of walls, furnace taking water from an outside vent. The flooring, and cabinet have been replaced. This I will give credit for. However, the large issue at hand is after 8+ months of waiting for the other issues to be fixed we are still waiting with no answers. The light fixtures in the bathrooms all go through bulbs within 2 weeks, the framing in entryways/closets, and around the window in our daughters newborn nursery continue to crack further and further. I think its safe to say our house is settling/shifting way faster than it should be or they used very cheap materials and they are failing. The drywall needs repaired, checked for damage to the framing underneath, and the window removed to check for water damage/leaking air. We were also supposed to receive a check from the company for the furnace damage that we paid for out of pocket. At this point the electrical fixtures need replaced and wiring checked, the drywall needs repaired in the nursery, the kitchen, the closets, and the concrete checked this winter for cracking and gaps in the foundation. Arbor warranty department is terrible in keeping their word on when repairs will be made or keeping in contact. They go months of saying things will be fixed and no resolution is made. We want to be able to welcome our daughter into a house without worry of water or air leaks in her room, let alone a mountain of problems and costs through the rest of our house. Repairs and refunds are needed to resolve this issue.

  

  Business Response

  Date: 11/28/2023

  The ************* Manager for Mr ******** home states the main problem with resolving all warranted issues has been making contact and getting the work scheduled. ****************** confirmed in a phone conversation that his job required a lot of travel during the time in question. We were surprised to receive this complaint because we did not deny warranty coverage, we just couldnt make contact and get work scheduled. Arbor and our vendors will make 3 attempts to get work scheduled then close the request and inform homeowners to resubmit their request when they have time to schedule. Since this complaint was filed on 10-23-2023 and a new request was received on 10-27-2023, we have submitted work orders for a drywall company to touch up settling cracks and pops, an electrician to check on the electrical issues and a trim ********* to repair some shoe molding. I am not aware if a reimbursement check is in order but will be happy to consider this if provided with details and receipts. If there are any outstanding issues after these repairs are made, we strongly encourage ****************** to submit a new warranty request on our website. Arbor will evaluate those issues and cover the repairs if found to be unresolved during this homes warranty period.