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

  900 East 96th Street Suite 100 Indianapolis, IN 46240

  
• 

  Drees Homes of Florida Inc.

  9452 Philips Hwy Ste 4 Jacksonville, FL 32256

• 

  Drees Premier Homes

  1651 Westgate Cir Brentwood, TN 37027

• 

  Drees Homes

  8521 Six Forks Rd Ste 500 Raleigh, NC 27615

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:06/16/2023

  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.

  Aside from the multiple building and structural issues our neighborhood, *** ******** ** **** ****** has been left with swamps for backyards due to poor grading and lack of drainage. Drees has continued to put us off for over 1 year placing blame elsewhere and trying to buy time for their mistakes by cutting corners to save a dime. It has become a safety and health hazard in this small development. We are unable to enjoy our yards. My animals cannot be outside without supervision and barriers set in place. I have dead trees. Mosquitos have infested the area. There are snakes, rats and crawdads in my yard due to the issue. Drees has continued to point the finger and put fixing the issue off. Now their excuse is that they need to wait until it “dries” up to work on it. It’s now been pushed off until the end of July 2023. This has been an ongoing issue since before I moved in over 1 year ago. The area will never be dry due to rain, neighbors watering their yards, the church behind us watering their grounds… Again, this has now become a safety and health hazard.
  Pictures:
  The first picture spans the entire length of the backyard. From the fence 4-5 feet in width forward.
  Second picture shows the pathetic orange barrier Drees put up. I’ve had to spend money, time, sweat and a lot of frustration installing galvanized barrier to keep my pets from going into the swamp and to hopefully keep what’s in the swamp from coming closer to patio snd home.

  Business Response

  Date: 06/19/2023

  Drees and the HOA representing the homeowners met a few months ago to address this problem and create a plan, which has been put into place.  Drees has scheduled a meeting with the HOA and homeowners on 6/26/23 to explain the plan. Everything is ready to be repaired as soon as the weather cooperates and the HOA gives their approval to start the work.    

• Initial Complaint

  Date:06/06/2023

  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.

  Our house that was built by Drees was very poorly constructed, and any complaint is met with someone in their office (Tammy?) that tells us it’s past warranty. BUT TODAY, this building fault is unacceptable!
  Our walking shower has large pieces of tile falling off the wall! And NOW we have to check for damage BEHIND THE WALLS GOING TO OUR BASEMENT! The Tile Is Falling Off the Wall!!!
  This is so completely unacceptable it’s beyond belief!

  Business Response

  Date: 06/08/2023

  Customer Care Manager, Kevin K**********, met with the homeowners at their house on 6/7/23 and inspected the shower.  The shower was installed correctly; the waterproof membrane is intact, the framing is solid, and no signs of bulges or deterioration were found.  The issues they are having are not covered under their warranty, but Kevin will contact McSwain on the homeowners' behalf to see what can be done.       

  Customer Answer

  Date: 06/08/2023

  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.
  Company stated there was no indication of bulging tile, look at the photos again. The person that came out to look at the damage was very nice, and he did say everything was intact, and he did say he's never seen anything like that before and it was very unlikely something we had done. So we have a 3-year-old house and tile is coming off the wall and may have water damage. Again, It's a 3-year-old house. I'm sure if it happened to their house they would not be satisfied with this either. Now we have to repair tile in a 3 year old house walk in bathroom.
  Regards,
  
  ******* *** **** ********
  

• Initial Complaint

  Date:05/25/2023

  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 had our home built by Drees company in 2021. Prior to closing we hired a private home inspector who noted that the install of the gutters was done incorrectly. We immediately made Drees aware of this. We were lied to and told that this was their standard detail. Since then we have had water that leaks into the soffit of our home causing damage. We have reached out to Drees company on multiple occasions, have been promised contractors who never show up, and given the run around regarding these issues and they have now told us they refuse to solve the problem.

  Business Response

  Date: 05/31/2023

  Warranty manager,
  Kevin K**********, reviewed the drip edge installation prior to meeting with
  the homeowner last week to ensure the gutters were installed correctly; which
  they were.  During the meeting, Mr. K********** told the homeowner the
  gutter was installed properly, but offered to add a “gutter apron” for extra
  protection.  The homeowner declined the additional protection and told Mr.
  K********** to leave before he could discuss anything else with the
  homeowner.  If the homeowner would allow Drees to examine any construction deficiencies, we will address anything within the warranty.   

  Customer Answer

  Date: 05/31/2023

  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. Despite the claims made by the company the gutter apron is not installed properly and the resolution provided by Drees would not resolve the issue. I have attached the report from a license home inspector as evidence. We paid for our home to be built properly and will not settle for anything less.
  
  
  Regards,
  
  
  
  ******* *****
  

  Business Response

  Date: 06/01/2023

  NKY President, Ben T*****, will meet with the homeowner on 6/16/23 at 1:00pm to see their specific situation and to demonstrate proper installation.        

• Initial Complaint

  Date:05/22/2023

  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 moved into our new Drees built home in 11/2021. We immediately began noticing composite flooring planks separating in several places on the first floor. It was noted as part of our 60-day walk thru. Drees had a contractor from Drexel Interiors address the issues on 2/25/22. By 7/22 the flooring began to separate again in 14 new areas, and it began flexing in two spots on the main floor as well. Drees still had several critical open items from the 60-day walkthrough open, so we contacted the warranty department on 7/8/22 and sent photos of the new flooring problem areas. Drees sent a representative from Drexel to assess the floor a week later with no resolution or further contact.
  
  On 11/2/22, we contacted Drees to schedule our 1-year walkthrough. We used this opportunity to re-address the flooring issues since we never heard back from Drees or Drexel since July. The floor had gotten much worse since July.
  
  On 1/18/23 **** from Drees and **** from Drexel came out to inspect the floor. They noted the next step would be to have the manufacturer's representative inspect and submit a report. This inspection occurred on 2/6/23 and the inspector said they would submit a report to Drees within a week. Since that time, we have followed up numerous times with Drees with no response, only promises for a quick follow up after they tell us they will be getting their report from Drexel, "In the next few days", or "When ***** (from Drexel) gets back from vacation", or many other reasons. As of late, we are not receiving any responses at all.
  
  On 5/21/23, We finally contacted ****t at Drexel and asked about the report from their inspector ourselves. She explained that the only information Drexel knows at this time is that they needed an "independent inspector" and that she was going to find out what was going on. Drees could have told us this information months ago, but we now feel they are avoiding the issue.

  Business Response

  Date: 05/23/2023

  The homeowner is correct, a manufacturer’s claim was filed and
  delays were beyond excessive.  The manufacturer did not visit the home, they
  instead sent someone from the distributor.  Upon receipt of a bogus claim
  denial from the distributor indicating they would reconsider with an
  independent flooring inspection, Drees engaged Drexel as Drees was not accepting
  the response. 
  Recognizing further delays, and the need to draw conclusion
  for the homeowner, Drees re-engaged Drexel last Wednesday, 5/17 and informed them
  the floor needs to be replaced.  We will have an independent inspector
  onsite on the day of removal, but determining fault could no longer take
  precedence over resolving for the customer.  On Thursday 5/18, Tom Leonard (Customer Care Manager) asked
  **** Shetler (Customer Care Rep.)  to inform the customer of replacement and the need to
  re-select.  **** left a message Friday, 5/19  with Mrs. ******** and
  spoke to Mr. ******** on Monday, 5/23.  The customer is aware of the decision to
  replace the floors.  **** is to return communication by end of day
  Wednesday, 5/24 with dates or options  for re-selection.

• Initial Complaint

  Date:04/17/2023

  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 went under contract to purchase a new home in St John’s County, Florida when the market started to take a downturn with high interest rates and lowering home sale prices.
  We were told many times by the agent on site that if we were not able to sell our current home in enough time we should be able to get our 15k deposit back.
  We listed our home in June of 2022 and we kept asking our lender for an extension of the rate locks. Every time an extension happens it costs me more money. More money out of pocket equals less money towards the purchase of the new home. It was to the point where I would have needed an additional 20k out of pocket to purchase this new home. That was to partially cover the ridiculous closing costs.
  Again we were told we should be entitled to our deposit back if we needed to back out of the contract. Many times we were told this by the site agent because we knew the market was getting tough to sell in.
  Once our rate lock expired and I needed to reapply for the same home, this time for a much higher interest rate. This left me completely out the affordability range of the new house.
  At this point I asked for a refund and then they changed their tune knowing they were losing a customer and could resell for a higher cost. (House is still for sale).
  I was told since the new home was built in “good faith” with anticipation of selling my house (which did not sell before my rate lock expired) I was not entitled to any money back. I was told to present a letter of denial from the mortgage company to prove I could not afford the new home. I provided that document and was still told no about getting my deposit back.
  I went to an attorney for some proper guidance and see if I had a chance to get some or all my deposit back. He replied back today that Drees’ attorney said basically, it is what it is and there is nothing to negotiate.
  I never signed anything to release the property for resale since I was technically still under contract with them.

  Business Response

  Date: 04/27/2023

  Drees was empathic
  with the buyers’ situation and tried to work with them as much as possible, but
  at no time did Drees agree to refund their deposit.  The buyers were
  contacted via email to notify them they would forfeit their deposit if they
  decided to not move forward per the terms of the contract .  Drees offered
  to cover the rate lock extensions and move the closing date back to give them
  more time to sell their current home; a design center incentive was also
  provided.  While the contract was not contingent, they did need to sell
  their current home in order to qualify.  Later, a denial letter was sent
  from an outside lender stating the buyers could no longer afford the Drees
  home.  Upon receiving the letter, the buyers were considered in default of
  their obligations pursuant to Sections 11 and 21 of the agreement by failing to
  secure financing to meet the financial requirement to close on the home. 
  Per the agreement, Drees retained all sums, including the deposit.        

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  According to my home warranty, under the section regarding four year coverage Drees is supposed to fix anything that is faulty due to workmanship. Please see link: ***************************************************************************  
  Last week I noticed my sump pump is draining near where their contractors put a wood stair post in the ground. I was able to notice because we had a large amount of rain in my area and my sump pump was hard at work. Typically, the sump pump rarely runs hence is the reason I had not notice it before. I've been in the house for a little over three years now and this was the first time we've had inches of rain. I reached out to the warranty contact, and I was told I had to fix the damage. I didn't think this was fair since I had not done anything to damage the pipe. I then reached out to the warranty manager, and no response from Drees It has been over a week and no communication. I believe Drees is at fault because of the negligence of the contractor who damaged the pipe when possibly putting in the post. This issue is within the four year coverage and they should fix it. I have a video of the water spewing out near the post but it is to large to send. However I did include a still image of the water spewing out of the post. Thank you.

  Business Response

  Date: 03/21/2023

  The Customer Care Manager, Tom L******, has followed up with *** ***** via phone and email.  Although the two-year material and workmanship warranty has expired, Drees has agreed to repair the line given the deck post was clearly driven into the sump line.     

  Customer Answer

  Date: 03/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to thank the Better Business Bureau help on this matter because I would not have gotten this addressed otherwise.
  
  
  
  Regards,
  
  
  
  **** *****
  

• Initial Complaint

  Date:11/21/2022

  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 were in contract with Drees Homes in September 2022 to build our house in ****** ****** for completion date summer of 2023. Right after signing the contract we were trying to work with our bank to get extended loan which is require for pre built homes and since the interest rates has gotten really high, it made it very difficult for us to proceed with this transaction since the monthly payments would been out of our reach. On top of all that, the design studio kept raising their prices on their products.
  
  Drees would Not let us amend the structural options so we can bring the purchase price down without making us loose the design credit.
  
  Due to the financial difficulties we were not able to move forward with this contract but Drees Homes Refused to refund our deposit of $19,500. We are already facing financial difficulties and on top of that, Drees Homes is retaining our deposit.
  
  At this time we want our deposit back since the circumstances were not under our control.

  Business Response

  Date: 11/23/2022

  Division President, Jerry D*** has been in contact with *** ***** ******* and *** ***** ******.  
  

  *** ***** ****** first initiated contact with Drees Homes
  Market Manager in July 2022 . *** ***** ****** decided not to go under contract
  until September 19, 2022. During this time Interest Rates did rise. Drees Homes
  cannot control the interest rates. However, had *** ***** contracted earlier
  Drees Homes could have locked in his interest rate. According to the mortgage
  company *** ***** ****** still qualifies for the home with the higher interest
  rate without issue.
  

  The agreed upon amount of deposit was $39,000. As *** *****
  ****** stated, he only provided Drees Homes ½ of the deposit amount at the time
  of the contract. The second ½ of the deposit was due to Drees Homes on November
  2, 2022. *** ***** ****** never made his second deposit. This action placed *** ***** ****** in breach of contract. Drees reached out to *** ***** ****** and
  provided a grace period on the second deposit until November 7th,
  2022. This date also was not met.
  
  There is business expenses that had taken place between the
  time *** ***** ****** had written his contract and the time *** ***** ******
  requested his ½ deposit returned. Plans had been drawn and completed with his
  customized changes. The customers had met with the design consultants three
  different times, plans had been engineered, Surveys had been drawn and permits
  had all been applied for.
  
  As for the *** ***** ****** claiming that Drees would not
  allow them to make structural changes to bring the price down this is a false
  statement. After *** ***** ****** claimed, almost two months after contract
  that the cost was to much, Drees Homes extended the following offer to them via
  an email from our Market Manager – “An additional $10,000 design
  incentive or the option to instead reduce structural options on home to lower
  purchase price. *This option is one or the other – not both.” This
  option was made available to *** ***** ****** via an email and also via a phone
  call with Drees Homes Market Manger Amanda A********, Drees Homes Sales Manager
  Tyler K*** and Drees Homes Division President Jerry D*** twice. The first time
  on November 7th 2022 at 1:00pm and the second time on November 17th at 1:00pm.
  
  A few other notes that *** ***** ****** may have forgotten
  is that Drees Homes allowed them to change lots from their original contracted
  lot without penalty. Drees Homes allowed additional design center incentives
  over our stated amounts. Drees Homes waived a $15,000 lot premium on the newly
  chosen lot after the original contract.

  Customer Answer

  Date: 11/23/2022

  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.

   

  As the bussiness is mentioning that they gave us $10k in credit but we had mentioned them that it will not help at all based on our monthly payment. 
  

  Drees mortgage company is claming that we can still afford the home, is false,  while they are charging even higher interest rate than other banks on top of all that, they are charging the  customers close to $40k in closing costs, which is ridiculous. 
  

  They mentioned we have paid half the deposit, and the other half is not paid, which we understood was suppose to be paid after we finalized the designe options, which even that they kept raising the prices. 
  

  The lot they changed for us was their call, we didn’t ask them to change our lot. 
  

  They forced us to even signed the contract by stating, IF we want any credit towards the purchase of this house we have to sign the contract. After signing, we couldn’t even make any structural changes.
  

  They are claiming that architecture work was done, which is false. They do this structural plan for any customer that comes to them for building their house, regardless they sign the contract or not. This is Not a custom builder, hence All of their plans are already planed. 

  
  There is no construction started on the lot, and we were told by the design studio, that they cannot start anything until we finalize the design options and meet the construction manger, which did Not happen. 
  

  We had made countless trips to the design studio and to the lots, whihc is one hour away each way, just so we can try to work this out, but due to the financial circumstances we are unable to move forward. 
  

  Drees Homes should understand that and refund our deposit which we had paid them. This amount of money $19,500 Will Not break Drees Homes but it will for sure breaks us financially . 

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

  ***** ******

  Business Response

  Date: 11/28/2022

  Not only did we offer to provide this
  customer an additional $10,000 in design incentive, we also provided an option
  to instead let them amend their structural options to lower their purchase
  price.  This is something we do not allow per our purchase
  agreement.  Doing so would have allowed the customer to take substantial
  cost out of the home should they have desired to go that route. 
  Unfortunately the customer decided they wanted both additional design credit
  and the ability to amend their structural options which was not an option we
  provided.
  
  We do have a great in house lender and
  should our customers choose to use them for financing we provide closing cost
  incentives which are at this time a minimum of $6,000.  We also provided
  the customer the ability to use a portion of the incentive we offered them
  towards the ability to buy down their interest rate or use it to lower their
  purchase price should they want to.  This was also us showing our
  flexibility with the customer as the design credit was originally only allowed
  to be used in the design center.
  
  Per the purchase agreement, the customer
  agreed to finish all design selections within 21 days, which we kept extending
  due to the customer cancelling their design appointments multiple times. 
  The customer also agreed to pay their second deposit by November 2nd 2022
  which they failed to do.  Therefore there were numerous breaches in
  contract. 
  
  This customer originally started their
  process with Drees in July of 2022.  They had been to the design center
  before contract and reviewed pricing and options.  Due to inflation and
  increase in material costs, we had restructured our pricing in the design
  center by the time the customer went under contract at the end of September
  2022.  This is a common practice for most businesses given the times we
  are in.  Our team always encourages prospective clients to go under
  contract as soon as they feel comfortable due to the risk of pricing
  adjustments.
  
  The comment about the lot change being our
  call is completely inaccurate.  The customer informed us that they needed
  to change lots after contract because they were concerned of their child’s
  allergy to trees.  Changing of lots is also something that is not
  typically requested nor accommodated.  However, we were doing everything
  in our power to provide over the top customer service and keep the transaction
  moving forward.  There was only one other lot the customer would consider
  (no trees) which came with a higher lot premium than the previously chosen
  lot.  We waived the additional cost per the request of the customers in an
  effort to help them financially.  This was then signed off on by all
  parties.
  
  We did not force the customer to sign
  anything.  We cannot legally force any customer to sign documents,
  however, the customer chose to make an offer to purchase which included
  accepting the terms of the agreement, as well as a substantial incentive. 
  The customer signed via DocuSign on their own time after reviewing the
  paperwork.
  
  We do not claim to be a custom
  builder.  We do consider ourselves more of a semi-custom builder, which
  focuses on taking the best aspects from both a custom builder and a more
  production builder.  This allows the customer to take a base floor plan and
  customize it structurally and design wise. This provides a more streamlined
  process to take away some of the difficulties one can encounter in a true
  custom building process.  This customer made several changes to the base
  floor plan.  Once changes like this are made it requires us to have our
  architects redraw a custom floor plan which requires custom engineering as
  well.  There have been several other costs incured up until this point
  which include but are not limited to: custom septic design work, plot plan
  work, design center appointments, lot scraping, staking house on lot for
  footings, processing of paperwork, estimating, and work prepared by permit
  coordinator including applying for permits with the county.
  
  Our intention is to always go above and
  beyond the commitments we make to each and every one of our customers. 
  This has not changed with this customer which we have shown through our
  countless accommodations of their requests.  We made these accommodations
  after listening to the customers concerns in an effort to help as much as
  possible which exceeded the legal requirements of our purchase agreement.
   We feel these efforts continuously went unnoticed and were never good
  enough for this customer. 
  
  We really tried to make it clear to the
  customer that we truly wanted to continue to build this house for them that we
  had worked hard to prepare.  Our team has now spent hundreds of hours
  working on this project and we are disappointed that the customer has made the
  decision to not continue working with us.  We are not pursuing the total
  deposit which we are entitled to per our agreement and instead only retaining
  the first half of the deposit to help offset the costs we have incurred thus
  far in the process.

• Initial Complaint

  Date:11/18/2022

  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.

  In 2021, we started visiting the Dree’s location near Wolf Run to begin our home building process. We had both built previously with different companies so we are familiar with the process. We had decided on a floor plan and the options and ready to move forward when we were told that a mistake was made and the home price was wrong by over $100k. We had been working this for weeks and asked if the pricing was correct several times. We then ended up going back to the drawing board and settling on the other house we had priced out. Since our home was finished in March of 2022, we have had several issues. Some of these have been corrected (sort of) and others that are still a problem. Communication by there team has been atrocious and I have to reach out to corporate to just get an answer. Well, this time I did reach out to corporate and no response. I have dealt with several associates with Drees and have received answers after electrical was not working properly in our garage to “not put meat in the freezer” and “no one else in the neighborhood has one”. When having an in person meeting about our basement not matching the blueprints, I was told “maybe the blueprints updated” despite having our blueprints we signed off on in my possession and told to find another house that shows it’s not correct and given a deadline to do so. I found one immediately and sent pictures of the differences versus our basement, and then the manager was too busy to get there within his deadline he set. The basement is a major issue that I cannot get a response on from Drees. We have grout crumbling from our bathroom floor (our shower floor has already been replaced once). We have a rear sliding door we paid thousands for which barely moves some days and the screens won’t even stay in. This company has terrible customer service. Do not build with them if you want a pleasant experience as the appearance is nice, but there is a ton of things that will begin to go wrong.

  Business Response

  Date: 11/18/2022

  Our Customer Care team received an email from Mr. ******
  in Aug 2022 that there were 3 things in his home that needed attention.
   He specifically noted those items were 1) his plumbing rough in  2)
  electric being wired wrong in garage 3) tile in owners shower.  All three
  of these items had been looked at by a customer care representative, however Mr. ****** wanted a manager to look at his house. Our Management Team visited the
  home with Mr. ******  on 9/2/2022 and looked at his concerns.
  1) Mr. ****** has an unfinished basement and was
  concerned about the location of his plumbing rough in. We did replace the round
  duct work that was there with a flatter duct work to better accommodate a
  future shower. This item is considered closed.  
  2) Mr. ****** showed us the fridge in his garage, our
  Construction Manager pointed out that Mr ****** did not have, nor did he order
  a 20 amp dedicated circuit for his fridge. We followed up with an email on
  9/2/2022 that stated “*The GFCI protected outlet in your garage - As I said,
  some refrigerators have higher surge amperage than others. Some refrigerators
  trip them and some do not. We recommend a 20 amp dedicated outlet if you are
  using a refrigerator in the garage”. This is not considered wrong wiring,
  everything is correct and to code, we consider this item closed. 
  3)  At the time of our visit that owners shower tile
  had already been replaced. The work was completed on 9/1/2022 and the work
  order was closed.
  
  On November 18, 2022 Mr. ****** contacted the Drees Homes
  on line sales counselor who referred Mr. ****** to our customer care dept.
   Per Drees Homes warranty procedures, Mr. ****** will need to contact
  customer care by phone or email to open a work order for items for which he is
  requesting service.

  Business Response

  Date: 12/14/2022

  We are
  sorry that Mr. ****** is not happy with our responses regarding his furnace
  location; however we disagree that he has not received a response. We
  acknowledge Mr. ******'s concern and have let him know that depending on the
  options selected in his home, the location of the floor joists and steel beams,
  Mr. ******'s furnace may not be in the exact location as another similar home.
  We have communicated to Mr. ****** that his furnace location is not wrong. No
  two homes are identical. Mr. ****** references a house similar to his in a
  different municipality. Both homes have their furnaces in the same general
  location of the basement and are within a few feet of each other. This is
  normal and expected. In addition to the responses to this complaint, Mr. ******
  has repeatedly reached out via email to the Construction Manager who has
  provided the same response, most recently on 12/2. We do consider this a closed
  matter. 

  Customer Answer

  Date: 12/14/2022

  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 do not accept as I have spoken to the construction manager who will not return my emails or answer my question in regards to why the blueprints are not followed. I was pretty much told it is a waste of time for the construction manager to email me. As for the home in a different municipality, I was instructed by Drees and the construction manager to go find the same house being built to literally check out the blueprint and the basement. I found the house and he then proceeded to go there to fix some of our duct work as it was wrong. We have been instructed by Drees to go to different Ashlawns all of which have the exact same blueprint and floor plan regardless of the municipality. It is sad I have to resort to emailing in to corporate in order to have them respond to anything. I have tried three times in three weeks to speak with whoever makes their blueprints and they result in responding to my BBB complaint. This is a joke to Drees.

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

• Initial Complaint

  Date:11/15/2022

  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.

  Drees builder have not posted a building permit. The construction crews are destroying the 300 foot long Dam on **** ****. The contractors are driving the heavy equipment across may property parking over dam spillway.
  
  The private drive is now full of ruts and damaged asphalt. The trucks speed down the road and drive across the grass .

  Business Response

  Date: 11/16/2022

  General Manager, Chris B****, has been made aware of the complaints and has investigated. He will be contacting *** **** on 11/16/2022. 

  Customer Answer

  Date: 11/17/2022

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

   

  I never got any phone calls or messages on the 16th 

  Business Response

  Date: 11/23/2022

  General Manager, Chris B****, will be meeting with *** **** this afternoon on 11/23/2022.  

• Initial Complaint

  Date:11/10/2022

  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 bought our home on August 6th of 2021 from DREES. The house had a few issues that needed to be fixed before closing but were not. The stairwell was unstable and shaky, there were several squeaks due to the loose subfloor, and grout was missing from the shower. During our first month in the house, we had a tub leak from the second floor to the first floor and basement because the pipes were not glued. The oven and washer were unoperational when we took hold of the house and it took several technician visits to get them fixed.
  DREES sent a trade to add more nails to the trim around the stairs to fasten them. The issue was resolved temporarily and then it came back. They then brought a trade from ******* who said the stairs were not stable because they were not fastened right and there was no subfloor underneath. He added some screws, but the issue came back shortly after that.
  We waited until the one-year warranty to have them fixed again. This time, Mike (our representative) sent ******* Carpentry who inspected the stairs and figured that they were rolling forward (falling) and they needed a whole day of work and cutting drywall to get them fixed. They said they were going to come back in a week to fix that. The following week, Mike called saying that the price ******* carpentry quoted him was high enough to buy new stairs.
  I called ******* Carpentry and inquired, they told me that my stairs are falling and in order for them to be fixed properly it's going to be a big job. We informed Mike that we would like our stairs to be fixed properly.
  He sent a framer who came for 10 minutes and did a pretty terrible job, the issue got worse after he worked on it. I told Mike what happened, he didn't seem to care. A week later, he said he won't fix the stairs because it was a cosmetic issue. We hired a third-party company to give their opinion, and they said that our stairs are rolling (falling) and that the boxes are split and the stairs are not fastened right.

  Business Response

  Date: 11/14/2022

  The stairs were inspected by the county during the building process in 2019 and passed.  Drees has also had the flooring, stair, trim and framing companies look at the stairs and they all agreed that the stairs were installed correctly.  

  Construction Manager, Rusty M******, spoke with the homeowner on November 10, 2022 and and has agreed to meet with them himself on November 22, 2022 at 10:00am to further look at the stiars.