Complaints

This profile includes complaints for The Drees Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The Drees Company

  211 Grandview Dr Ft Mitchell, KY 41017-2759

• 

  Drees Homes

  6860 W Snowville Rd Ste 105 Cleveland, OH 44141

• 

  Drees Homes of Florida Inc.

  9452 Philips Hwy Ste 4 Jacksonville, FL 32256

• 

  Drees Homes

  8521 Six Forks Rd Ste 500 Raleigh, NC 27615

• 

  Drees Custom Homes

  6225 N State Highway 161 Ste 150 Irving, TX 75038

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:04/16/2025

  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.

  My husband and I built and purchased a home with Drees in October 2024. The property was sold with a one-year builder warranty and a ten-year structural warranty. Unfortunately, we are now facing unresolved issues with the home and a sudden, unjustified denial of our warranty rights by the builder.
  
  The Core Issue:
  We have experienced significant cold air drafts surrounding our gas fireplace, with indoor temperature readings nearly 20 degrees colder in its vicinity. Upon inspection, the fireplace installer stated there was nothing wrong with the insert and that it also should not be drafty. We believe the issue stems from inadequate insulation or sealing behind the fireplace—a concern that has gone unaddressed despite our repeated efforts to communicate with Drees.
  
  Escalation and Denial of Warranty Services:
  After multiple attempts to seek resolution, including a promised but unfulfilled inspection, two customer care representatives visited our home on March 25th. Their conduct was dismissive and unprofessional, and when my husband asked them to leave after a disrespectful exchange, we received an email a week later from the company stating that all warranty services were being terminated due to a “hostile environment.” We have video and audio footage of this encounter that proves he was not hostile. This response was both retaliatory and devoid of any effort to investigate or mediate the situation, in clear contradiction to the dispute resolution clause in our warranty agreement.

  Business Response

  Date: 04/22/2025

  We are willing to work with the ****** to investigate
  further what might be causing the issue with the difference in temperature at
  their fireplace. The supplier has looked at it twice and determined that it is
  normal for a fireplace to have a difference in temperature near the glass when
  outside temperatures get too cold due to convection.  We have not been
  able to verify the temperature difference because the outside temperature has
  not been cold enough to measure it at the times someone was there.  We offered
  to remove the siding and sheathing from the exterior of the fireplace in order
  to determine if additional insulation or sealing was needed, but that offer has
  not been accepted yet.  At the last meeting, our customer care
  representatives were told to leave the house after this option was offered
  because the customers wanted an answer to how we would address the issue and we
  didn’t have one for them yet.  We would like to resolve this without
  further complication and want to work with the customers towards a solution.  If we are not able to reach a solution that is acceptable to
  the customers, we are also willing to go to arbitration to settle any dispute
  they might still have.  We would prefer to settle their concerns without
  resorting to this option, and far less than 1% of our contracts ever result in
  arbitration.  But if that is the route we need to take to come to an
  equitable resolution we are willing to do so.  We are hoping to be able to
  discuss this further with the customers and come to an equitable solution for
  them.  

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Drees' response to the BBB was riddled with inaccuracies. The letter they provided you paints a false narrative—suggesting they were open to resolving the matter—when in fact, the attached letter we received from them a month ago states the opposite. It explicitly declares that they are unilaterally voiding our warranty and that no further correspondence regarding this or any future warranty claims would be accepted. There was no invitation to continue dialogue or resolve the issue, as they have now claimed.

  
  This situation escalated precisely because of that letter, sent by Drees’ manager, Jeff. In it, he stated: “this matter is now considered closed, and no further correspondence will be entertained regarding this issue or with any future warranty claims.” This was not a misunderstanding or a breakdown in communication—it was a clear and deliberate decision made without involving us. Drees later claimed that the matter had received “thorough consideration and review,” yet we were never consulted or given an opportunity to present our side.

  
  I do appreciate that, following our BBB complaint, Jeff has now reached out to us and expressed a willingness to revisit the situation. He apologized and stated, “It sounds like I may not have had all of the information, and I should have investigated further.” While that acknowledgment is a step in the right direction, it comes after an entire month during which our warranty was unjustly voided.

  
  Given that lost time, we requested a one-month extension to our warranty to account for the period in which communication was cut off. Despite everything we’ve experienced, Drees has declined to commit to even that small, reasonable accommodation.

  
  We’ve been assigned a new customer care manager, which we view as a positive step. However, the individual—Gary A****—is based in **********, and we live in ****** ********. This raises some concerns about scheduling and responsiveness. Gary has reached out to us, but only to suggest setting up an appointment three weeks from now to discuss issues that have been ongoing since January. After months of delays, shifting explanations, and no resolution, this additional delay feels unacceptable.

  
  While we are cautiously hopeful about a more productive working relationship with a new representative, we continue to believe that more can and should be done by Drees to make this right.
  
  
  Regards,
  
  
  
  ***** *****
  
  

  Business Response

  Date: 05/06/2025

  We have reached out to the ****** and have
  informed them that we would like to work with them to resolve their issues and
  that we are not rescinding their warranty.  They had concerns about
  working with the same Customer Care Manager and Representative, so as ******
  states in her response we have assigned our ********** Customer Care Manager to
  assist them.  Unfortunately, his schedule does not allow him to meet with
  them until after May 20th.  This does not reflect any lack of
  interest in helping to resolve their issues, he is just unable to meet with
  them sooner due to previous customer appointments that were already set. 
  If there is an urgent issue that is causing damage to their home or
  an inability to live in their home comfortably, we would immediately address it
  with an emergency response, but we have not been informed of any occurrence of
  that nature.  We are looking forward to working with the ****** to
  discuss and resolve their concerns.

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  We have been treated poorly by Drees and our concerns for
  our new build have been ignored. Jeff lied in his response when stating they
  are not receding our warranty. His official letter, provided previously to the
  BBB, shows he voided our warranty with no review or considerations from us. He
  has since apologized and reinstated our warranty but refuses to make it right
  by extending it a month to give us the 12 months we have paid for.   

  
  After kicking the can down the road for months, ignoring the
  problem and saying to, “light the pilot light ONLY to stop condensation,” -then
  Drees agreeing to remove the siding and sheathing to fix the issues -only
  followed by canceling our warranty for a month -just to apologize and say they should
  not have canceled our warranty -then still delaying any services for another
  three weeks. Our newly assigned customer care manager works in ********** and
  only takes appointments from 8-3 (our warranty hours are 8-5). I do not
  understand how there is only one customer care manager in all *** and there is
  no one closer more available to work with than the new guy in **********. After
  all the delays and poor treatment our concerns should be made more of a
  priority. For every unproductive meeting we must take off work to get nowhere
  with our issues. We've been gaslighted and brushed off.

  
  Jeff response states, “If there is an urgent issue that is causing
  damage to their home or an inability to live in their home comfortability, we
  would immediately address it with an emergency response.” These are urgent
  issues as he stated it is affecting out heating and cooling bills and our “ability
  to live in our home comfortably.”  The fireplace
  has been an ongoing issue that we have had to deal with since moving in (7
  months ago) and we have been trying to get it fixed since January (5 months
  ago). Now that they agree to do the work (remove siding and sheathing to examine
  and fix the issue) they are continuing to make us wait another month and three weeks
  just to meet with them. 

  
  We have made Jeff aware of other issues that meet Drees’ definition
  of “emergency” yet he still refuses to prioritize us and address our issues
  with an emergency response as he just stated to the BBB he would. 

  
  We are ready for the repairs to begin now.

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

  
  
  
  

  Business Response

  Date: 05/29/2025

  We continue to work with the ****** to try to resolve their
  issues.  They did not want to work with the ******** ** Customer Care
  Manager, so I arranged for our ********** Customer Care Manager (who works in a
  different division) to work with them.  We have many Customer Care
  Representatives, but because the ****** have escalated their concerns, I
  believe we will serve them best by having them work with a Customer Care
  Manager, and there are only two of them in the greater ********** area. 
  Our ********** Customer Care Manager and a Customer Care representative had an
  appointment with ***** ***** on 5/20/25 and created a work order
  with 25 items on it to be addressed.  They are scheduled to meet again on 6/5/25. 
  
  Our warranty hours are correctly stated as 8:00 –
  5:00.  The last available appointment is at 3:00 so that we can spend two
  hours assisting our customers on an appointment. 
  
  The ****** requested to extend their warranty for a month
  to cover the period that their warranty was suspended.  That is not
  necessary because we are retroactively covering any issues that may have arisen
  during that month.  If there are any outstanding issues at the time their
  warranty expires, we will discuss with them how they will be addressed at that
  time. 
  
  The issues that the ****** provided to us do not meet the
  definition of “emergency” as cited in our warranty documents.  However, we
  are working on a plan to address the issues they have presented to us at their
  recent appointment in a timely manner.  

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  
  
  
  Subject: Feedback on Complaint ID ******** Resolution
  
  Dear Drees Customer Service Team,
  
  I have reviewed the resolution provided for complaint ID ******** and find it satisfactory at this time. I appreciate the efforts of the ********** team, whose professionalism and dedication were exceptional throughout this process. I look forward to them conducting additional infrared readings when there is a more significant temperature difference between the interior and exterior of my home to confirm the effectiveness of the implemented solution. I remain optimistic that the issue has been fully addressed.
  
  However, I must express my disappointment with the overall experience during our warranty period. The initial poor treatment by Drees, combined with the significant effort required to achieve a resolution, was frustrating. Additionally, I find it concerning that our 12-month warranty, which was assured at the time of purchase, was unjustly voided. While I appreciate the retroactive reinstatement, I believe that if Drees stands by the quality of its homes, extending our warranty by an additional month should not pose an issue, especially given that we should not need to utilize it. Throughout this process, we have felt dismissed and gaslighted, which has diminished our confidence in the company.
  
  I hope this feedback is taken constructively, as my goal is to ensure a positive outcome and maintain a productive relationship moving forward. 
  
  Sincerely,
  ***** *****
  
  
  
  
  

• Initial Complaint

  Date:03/17/2025

  Type:Product 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 purchased a new Drees home in November 2024. At closing, I noticed that the wood floors in the house appeared dirty, as did some other areas of the home. This is our fourth new home, and I found this situation fairly typical. However, upon cleaning the floor, we discovered that the substance was not dirt but construction glue used to secure the wood floor.
  
  We contacted Drees within a few days of closing, and they sent the wood floor company to try to remove the glue, but their attempt was unsuccessful. They sent a third-party inspector come out to assess the wood floor, who sent a sample to the manufacturer. The manufacturer confirmed that there was nothing wrong with the wood, but the issue was with the installation. Drees now wants to clean the wood floor using another company, but only plans to clean certain spots we mark ahead of time. The problem is that depending on the angle, time of day, and lighting, the glue residue is sometimes visible and sometimes not. Kind of like spot cleaning you car, just wash the whole thing.
  
  In addition, the garage floor had large patches where the concrete was faulty. I attempted to get it repaired before closing, but I was told that my only options were to lose my deposit or buy the house. When working with Drees on the wood floor issue, I showed them the concrete in the garage, and they agreed it needed to be treated with epoxy. The company they hired did a terrible job. You can still see all the patchwork underneath the epoxy, and two weeks later, when water gets on the epoxy, it stains the surface yellow. To make matters worse, the workers used hand grinders to grind down the concrete floor and didn’t bring a vacuum. Instead, they used a shop vac, turned it on in the back of the garage, and blew concrete dust into the front of the house for the entire day.
  
  Drees told me that although you can see the patchwork under the epoxy, it’s only cosmetic.

  Business Response

  Date: 03/20/2025

  Flooring company, *** has agreed to hand-clean the areas that show glue residue and then go over the entire wood floor with their machines.  As soon as *** provides availability dates, Drees will schedule the cleaning with the homeowner. Regarding the garage floors, the homeowner was offered an epoxy before closing, but declined.  After using the garage, he decided he wanted the epoxy.  Drees is working with the homeowner regarding the garage floor issues, but the homeowner has stated he does not want the epoxy company to return to his house.    

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I was not offered anything to repair the garage floor prior to closing. I spoke with Jake your realtor, and he said he asked and there was no money for epoxy. I even offered to pay for half of it and was told no. My wife and I both spoke to him and your foreman Tyler was present during the conversation. Whoever told you I did not want the garage floor epoxied before I moved in is sadly mistaken. 

   

  Regarding the wood floor this has been dragging on since November. They have professionally cleaned it once, this will be a second attempt. Hopefully it works.

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

  Business Response

  Date: 03/31/2025

  During the New Home Presentation (orientation), the builder offered to epoxy the garage floor and coat the driveway, but the homeowner stated it wasn't a "big deal".  Attached is the signed NHP form.  

  Regarding the flooring, it does look better after the cleaning, but the homeowner is still seeing a haze on the floor.  Drees is setting up an appointment with upper management at the flooring company to look at the floor and decide next steps.  

  Customer Answer

  Date: 04/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are. 
  

  The floor issue is still not resolved. Yes cleaning helped some but by no means fix the problem. I paid for a new house with an expensive upgraded wood floor.

  With regards to the garage I did ask for it to be repaired and offered to split the cost and was told no prior to moving in.  When Drees finally agreed to repair it, the company they sent out to epoxy it did a poor job. They were also very unsafe. They had no vacuum equipment and used a leaf blower to blow the concrete dust out onto the driveway. This is not OSHA approved. No I don’t want them back on the property, they are a joke. I have video but it won’t let me attach it to this document. 

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

  Business Response

  Date: 04/11/2025

  The flooring company, ***, has agreed to replace the wood floor.  

• Initial Complaint

  Date:03/10/2025

  Type:Facilities 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.

  Closed on my house on the 28th of February. Moved in on the 4th and the kitchen hasn’t been barely functioning since then. The oven CB is not to code, not a single outlet in the kitchen works, the stove top is malfunctioning. I have contacted them numerous times with unsatisfactory results.

  Business Response

  Date: 03/12/2025

  IES Residential installed
  new GFCI breakers in the kitchen on 3/10/25.  As of 3/11/25 the homeowner
  has confirmed the outlets and oven are working properly.  The homeowner is
  also contacting the warranty department at ********* regarding the cooktop
  stove to ensure it is working properly.     

• Initial Complaint

  Date:02/19/2025

  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 closed on my new home in July of 2022. In January 2023, we noticed that one of our picture windows had failed. We filed warranty claims with the window manufacturer and the homebuilder, and the window was replaced. Parts were covered by the window manufacturer and labor was covered by the Drees company under warranty. In January of 2024, a second window failed. Warranty claims were again filed with both companies, but we were now outside of the warranty period with Drees. The parts were covered by the window manufacturer and the labor was covered by the homeowner. In December of 2024, a third window failed. The homeowner covered the cost of repair for this window. The homeowner's service provider stated that windows would continue to fail unless a cap seal was installed. In February of 2025, a fourth window failed. All four windows have failed in the same manner due to Drees' failure to install a cap seal. The service provider provided a quote to the homeowner for approximately $1800 to install a cap seal on all windows. The homeowner contacted Drees, and asked Drees to cover the cost of the fourth window repair, as well as the cap seal install, as this is an ongoing issue that began under the warranty period. While the homeowner included all documentation that Drees asked for, Drees manager Kevin K********** denied the homeowner's request in just 12 minutes. Because water is coming into the home and Drees has denied to honor the warranty, the homeowner must now take swift action to repair the emergent problem with their own service provider. While the homeowner continues to seek repair parts to the fourth window under the window manufacturer's warranty, the homeowner seeks reimbursement of the $1800 cap seal cost from Drees. Drees failed to ensure that the cap seal was installed which resulted in ongoing window failures that began during the warranty period, and has failed to repair/reimburse homeowner or remedy the root cause.

  Business Response

  Date: 02/25/2025

  After reviewing *** ********** claim regarding his windows,
  we have determined that the window manufacturer, Simonton, would be responsible
  for addressing any warranty concerns as defined by our warranty agreement with
  the customer.  The Drees warranty, which was provided to the buyer at the
  time of their purchase, states that all products and workmanship in the home are
  warranted for one year, but any additional manufacturer warranties are also
  passed along to the buyer.  The buyer has already used the Simonton
  manufacturer warranty as stated in his complaint, which is how the warranty is
  supposed to work after the first year.  The buyer also states that, “All
  four windows have failed in the same manner due to Drees' failure to install a
  cap seal.”  This is not an accurate statement because Drees never installs
  a cap seal.  The cap seal is installed by the window manufacturer during
  the manufacturing process, that is why this issue is covered by the
  manufacturer’s warranty.  Our Customer Care Manager is reaching out to the
  customer to see if we can help them in getting assistance from the window
  manufacturer.  Given the fact that this falls outside of our one-year
  warranty period, the manufacturer warranty is now the only warranty that
  applies in this situation.

• Initial Complaint

  Date:02/05/2025

  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 purchased our home from Drees on 12/2021. The driveway had one rust stain and small crumbling within the drive by 12/2022. By January, 2025, driveway is completely discolored, cracks and holes within the driveway itself. We have been working with Drees for almost 2 years on this, and they state its the way the concrete was mixed and there is nothing they can do. Concrete was poured twice by Drees initialls, as they installed incorrectly the first time. Both slabs of concrete have the same discoloration and breaking. Drees also did not pour our front walkway to spec (actual blueprints) and we have requested this be repaired and have continue to be ignored for the last 3 years. We would like the driveway re-poured as well as the entryway poured properly. No other homes in the 50 home track have similar problems. Nor do they have incorrect entryways that do not pass HOA guidelines. We also have multiple statements from certified contractors stating driveway was poured oncorrectly.

  Business Response

  Date: 02/10/2025

  Drees has agreed to have an engineer test the concrete to verify it was installed with the proper PSI specifications.  Drees is trying to schedule this test ASAP and will be in touch with the homeowner. 

  The front walkway was poured per the plan and was also approved by the HOA.  

• Initial Complaint

  Date:01/22/2025

  Type:Product 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 have been in our house 4 years and we have issues with the basement that require major repairs. Issues with the water table around the home are causing leakage and the foundation to shift. There are many cracks in the foundation around the house. The repair is going to cost $39,367, and significant inconvenience. I am requesting reimbursement from Drees. This is unacceptable for a four-year-old house.

  Business Response

  Date: 01/23/2025

  Drees is aware of this situation and has been in contact
  with the *****.  Drees offers a one-year warranty on foundation leaks;
  with the house being four-years old, this is not a warrantable item at this time. 
  Rather than going through *******, Drees advised the ****** to contact ****
  regarding their five-year warranty with them.  If this issue falls outside
  the warrantable item, the fix would be much less than $39,000.        

  Customer Answer

  Date: 01/23/2025

  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. 
  
  
  
  Regards,
  
  
  
  **** *****
  

• Initial Complaint

  Date:01/01/2025

  Type:Product 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 a Dree’s brand new inventory home August 2023. Fast forward to Oct 2024 and we find out that we had a moisture problem with humidity levels reaching 70% or higher and staying there for long periods of time. Which caused an overgrowth of mold expanding throughout my entire first floor of my home. Now we are being forced to vacate the property. Drees will not provide a place for us to go, or any information on reimbursement and this involves at least 8 more homes on my street alone! They have been hiding information and are taking months to get my reports to me. They will sometimes respond to my questions I ask them with generic apologies but no actual solution. We need Drees to come up either a plan to repair the home and with a reimbursement plan so we can move forward with our lives and get our 8 year old daughter back to some normalcy.

  Business Response

  Date: 01/03/2025

  Drees Custom Homes LP first received warranty complaints
  from the Customer on or about October 28, 2024, which are the subject of the
  Customer's BBB complaint to which this Response is provided (the "Customer
  Warranty Claim"). Drees, who is neither an HVAC expert nor a mold expert,
  then engaged a qualified third party mold and HVAC consultants (the
  "Consultants") to open an investigation of the subject matter of the
  Customer Warranty Claim, in an effort to understand the scope and cause of the
  subject matter of the Customer Warranty Claim, and to subsequently advise and
  guide Drees as to the most appropriate remediation action with regard to the
  same. On November 6, 2024, Drees provided to the Customer a document detailing
  the plan for reimbursement for temporary housing/living expenses. Drees has
  timely shared with the Customer the information in Drees' possession which
  relates to the findings and opinions resulting from the Customer Warranty Claim
  inspection undertaken by Drees' qualified Consultants, and has kept the
  Customer reasonably informed as additional information comes into the
  possession of Drees throughout the remedial process, being the phase Drees is
  now in. Drees remains committed to following the advice and guidance of its
  qualified Consultants in bringing the remedial process through to completion in
  an efficient manner. 
  
  In summary, since Drees was first notified of the Customer Warranty
  Claim, it is Drees' position that it has: (1) diligently engaged the
  appropriate parties, i.e. Drees' qualified Consultants, to fully investigate
  the Warranty Claim and advise/guide Drees as to the most appropriate course of
  action with regard to same; (2) shared, and not hidden, the Consultant
  information in Drees' possession with regard to the Warranty Claim, and
  otherwise kept the Customer reasonably informed as additional information comes
  into the possession of Drees; (3) actively and diligently followed the advice
  and guidance of its Consultants with the goal of bringing the Warranty Claim to
  resolution in an efficient manner; and (4) provided the Customer with a
  reimbursement plan and a remedial plan, both of which pre-date the Customer's
  BBB complaint.  

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  When I spoke to Curtis on the phone asking him about temporary housing reimbursement, he said that he was going to send what they typically cover. And attached is what was sent. however, that’s as far as any temporary placement or reimbursement talk went. Curtis never told me where to send my receipts or reimbursement request despite being asked on the phone multiple times for him to send me the information on where to send and collect. Attached dated 12/31/24 email I still hadn’t received that requested information. When toner came out to my house he said my report would be finished in two weeks. I voiced my concerns about the holidays and temporary housing multiple times and that our pockets are not endless. Toner’s report was sent to us by Craig on 12/12 (9 days after toners report was completed) at this point,  I still hadn’t received any word on reimbursement while still living in toxic mold environments and going to hotels when we could. Only yesterday 1/6/25 TWO months later did they tell me they would reimburse me. Hopefully they hold up to their word. 
  

  Drees had ****** come to my house along with Ross B****** on 11/1 and never provided me with the HVAC reports from either of them even though I have asked for them multiple times. Finally on 12/27/24 Craig sent me one from Ross B****** and oddly it is not dated. 

   

   

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

  Business Response

  Date: 01/20/2025

  Drees first
  received the ********* warranty claim concerning their wood floor on October
  28, 2024. Drees immediately processed the warranty claim, and performed a site
  visit to meet with the ******* family at their home just a few days later on
  November 1, 2024 to discuss their warranty claim. Just a few days
  later, on November 6, 2025, Drees sent an email to the ******* family,
  informing them that Drees would offer financial temporary housing support in
  the event the ********* desired to move out of their home while Drees undertook
  its warranty claim investigation and curative process (the "Temporary
  Housing Email"). The Temporary Housing Email included a form which Drees
  asked the ******* family to sign and return in order for Drees to move forward
  with processing any temporary housing request from the ******* family. The
  ******* family did not sign and return the form for temporary housing at that
  time, and Drees did not hear from the ******* family further regarding
  temporary housing at this time. It was not until January of 2025 that the
  ******* family continued the discussion with Drees concerning temporary
  housing. Drees timely responded to the ******* family's correspondence
  regarding the same, and it was at this time that Drees first learned that the
  ******* family had temporarily moved out of their home in early November, yet
  had moved back into their home soon thereafter. 
  
  In
  light of the above, Drees was surprised to read the ******* family's statements
  in their BBB complaint regarding their recount of the temporary housing
  discussions between the ******* family and Drees, as Drees has many written
  communications between Drees and the ******* family which fully support Drees'
  statements in the first paragraph of this response. Drees has provided the
  ******* family with funds to support a three-month temporary housing stay so
  that Drees may commence and complete the warranty work in response to the
  ********* warranty claim. Drees is uncertain at this time whether the *******
  family continues to live in their home despite having received such temporary
  living financial support from Drees. 
  
  Concerning
  the ******* family statements indicating that Drees delayed providing
  information from Toner Home Performance or Ross B******, and similar to the
  temporary housing matter noted above, Drees has written communications between
  Drees and the ******* family demonstrating that Drees provided such information
  to the ******* family in a diligent manner, and has neither withheld, nor delay
  providing to the ******* family, information which Drees agreed to provide to
  the ******* family relating to their warranty claim. 
  
  Drees
  continues to work towards a successful resolution of the ********* warranty
  claims, and hopes to work together with the ******* family toward that end. 

• Initial Complaint

  Date:12/18/2024

  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 wife and I were misled by the sales agent as to some very important desired features to our new home. We were told that the home would have multiple linen closets, but upon seeing final drawings the home had none. The sales team also gave us the run around about actual cost of home after design center. We did not pay the second half of deposit because we wanted to see what we were financing, but the account manager was pushy pressuring my wife to send additional deposit even though we were already in default of original agreement. After walking a similar floor plan in the community that our home was to be built and noticing that the quality of construction was not on par with the model from another community, we really became skeptical of the entire transaction. The home looked cheap and even the builder/contractor mentioned that they recently had to replace all the floors in the new homes in community due to company using substandard materials. The final straw was when the actual sales price came in close to 550k which is 70k more than we were told our house would cost originally (which we couldn't afford). Seeing as Drees had not even starter building our home at all, my wife contacted Drees about our concerns and after talking knew that they could not remedy the issues. We let sales agent know we did not want to continue with transaction and was basically threatened by Shannon R** (sales manager) that if we didn't move forward, we would lose our deposit (a portion of which she obtain in default of original agreement). I am a veteran, and was shocked a company would treat people this way. They could not deliver what was promised, but decided to steal 11k in money they did not earn.

  Business Response

  Date: 12/30/2024

  The ******* signed off on the
  floor plan when they signed the contract and then again at the plan review
  stage, so they were aware of how many closets were in the home.  Drees
  tried to work with the Jones family by allowing them back into the design center
  to amend their selections in an effort to lower their purchase price, but they
  refused to come in or remove any options.  The contract is clear on when
  all funds are due.  Drees again tried to work with them by giving them a
  grace period to come up with the funds that were needed to start construction,
  but those funds were never received.  On 9/1/24 the Jones family sent an
  email stating that they wanted out of the contract, so a cancellation letter
  was sent but they refused to sign it.  On 9/5/24 is when Drees sent a
  default letter. 

• 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.

  We closed on a new Drees home in January 2023. Eight months into ownership I noticed the driveway and sidewalk had begun to crack so the customer service rep and his supervisor came to inspect. At that time there was a crack across an entire driveway section (panel) and the sidewalk. According to the supervisor that’s what concrete does, it cracks. In December 2023 I again notified Drees of the issue, but there was no response.
  Since those complaints the situation has continued to worsen. Now cracks run completely across three panels of the driveway and are widening and chipping-out from within. The crack in the sidewalk has enlarged and one side has started to rise above the other which has already, or soon, will create a tripping hazard.
  I have had two inspections of the driveway by qualified persons who have advised me that it would not be the normal expectation for a residential driveway to begin cracking at eight months or to worsen to its’ current condition in such a short period of time. Likely it would be the result from improper preparation. Given it was probably poured in January 2023 it could likely be due to frozen or supersaturated ground which wasn’t accounted for.
  On August 7, 2024 I sent a certified letter to Benjamin T*****, N.KY Division President, the person who signed the documents for our sale on behalf of Drees. The letter was received and signed for at his office on August 9, 2024. Since then there has been no response.
  The lack of any response whatsoever is a disappointment, especially given their website’s claim that Drees has a “Reputation for Excellence You Can Trust”. This is not excellence. I am filing this complaint with the Better Business Bureau as my first course of action to remedy the situation, although it is apparent from their C+ BBC Rating & Accreditation and 1.5/5 Customer Review Rating that they place little regard in resolving complaints posted to the BBB.

  Business Response

  Date: 10/15/2024

  Division President, Ben T***** has been working closely with *** *******. 
  
   
  
  Ben has been to his house to meet with him and they have come up with a plan to fix the driveway that both parties have agreed to.
  
   
  
  Thanks,
  
  
  
  Misty I*** | Executive Assistant to David G. Drees, President & CEO
  
  211 Grandview Drive, Suite 300 | Ft. Mitchell, KY 41017
  
  P: ###-###-#### | dreeshomes.com
  
  

• Initial Complaint

  Date:09/24/2024

  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.

  I purchased a new build home in Feb/2024 in *********** ******** from Drees Homes. I have had numerous issues with build quality. My latest issue is my luxury vinyl plank flooring is failing throughout my home. It is separating at the butt (end) of each plank in numerous spots. Drees Homes John N**** came to inspect it and said it needs replaced. The contractor ******* ******** sent two managers out who said it needs replaced and will submit a claim to the manufacturer. A 3rd party inspector came to inspect the floor to generate a report of findings. It has been nearly two months since I reported the failing floor to Drees homes and communication has ceased from Drees manager Kevin K***********. I have text messages and emails from Drees saying they will take care of me but they have not. The floor is waterproof, dent resistant, child and pet proof per the manufacturer, and should not be failing. Both Drees and ******* ******** said this particular floor has failed before with other customers and was replaced. Frustratingly, no resolution has happened yet. I even emailed Mr. T*****, Kevins boss and no response was provided. This is a 550k home. I want my flooring which is still under warranty replaced in full and to be made whole.

  Business Response

  Date: 10/04/2024

  The Drees Customer Care Manager has been in contact with Mr. ******.  Materials are scheduled to be delivered 10/4/24 and installation is currently being scheduled between Mr. ****** and the installation company.  

  Business Response

  Date: 10/04/2024

  The Drees Customer Care Manager has been in contact with *** ******.  Materials are scheduled to be delivered 10/4/24 and installation is currently being scheduled between *** ****** and the installation company.  

  Customer Answer

  Date: 10/16/2024

  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.   They have agreed to replace my floor due to poor workmanship by the contractor.  However, they should not have made me wait two months to resolve the issue.  
  
  
  
  Regards,
  
  
  
  **** ******
  

  Customer Answer

  Date: 10/16/2024

  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.   They have agreed to replace my floor due to poor workmanship by the contractor.  However, they should not have made me wait two months to resolve the issue.  
  
  
  
  Regards,
  
  
  
  **** ******