Complaints

This profile includes complaints for Bay Rock Home Buyers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bay Rock Home Buyers

  5004 Honeygo Center Drive, STE 102-285 Perry Hall, MD 21128

  
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  Bay Rock Home Buyers

  128 E Broadway Bel Air, MD 21014-2904

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:05/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a home from Bay Rock Home Buyers on 4/21/25. Less than 24 hours later we discovered a live termite infestation within the home. After conferring with the company that had done our home inspection prior to settlement, we determined (with photo evidence) that Bay Rock Home Buyers had intentionally concealed the area of termite activity so that it would not be detected during inspection. They also did not disclose this latent defect in the condition disclosures for the sale of the home (required by law). ******** has refused to communicate with us via phone or email regarding this matter. We have paid $1250 to a pest control company for termite treatment, which we are asking to be reimbursed by ********, and will also have to demo and rebuild the area damaged by the termites. We have not yet received a contractors quote for this work as we intended to give ******** the opportunity to engage the service of a contractor of their choice, should they prefer, versus reimbursing us for engaging one of our choice. Included are photos of 1) how the area of termite damage was concealed in the listing photos 2) how the area of termite damage was concealed during inspection (photo provided by inspection company) 3) the unimpeded view of the area of termite activity the day after we took ownership 4) a still photo pulled from a video of the live termite activity 5) an email from the inspection company stating that this was a latent defect that was concealed from them during inspection 6) our paid invoice from the termite company

  Customer Answer

  Date: 05/07/2025

  ******* Shock did eventually respond to an email communication on Saturday, May 3rd, but made clear he has no intent of providing any type of reparations for this matter. He instead mentioned that he may contact his attorney on the grounds of defamation and false allegations. We, of course, feel that we have done neither of those things. No negative statements or reviews have been posted to any public facing platform (********, ******, Angies List, etc), we would simply like this matter handled appropriately. 

  Business Response

  Date: 05/07/2025

  Bay Rock Homes, LLC
  
  May 7, 2025
  Better Business Bureau
  Re: Response to Complaint ***************************************
  To Whom It May Concern,
  Bay Rock Homes, LLC appreciates the opportunity to respond to the recent complaint filed in connection with the purchase of the property located at ****************************************************************************, which was sold to the complainant on April 21, 2025.
  1. The Property Was Sold AS-IS With All Faults
  The buyer purchased the property AS-IS, WITH ALL FAULTS, which was clearly stated in the ******************************** contract signed by both parties, as well as the *** listing description. Please see the attached real estate contract and listing agreement as documentation confirming this. By signing these documents, the buyer agreed to accept the property in its current condition and waived any claims against the seller for existing or future defects.
  2. The Buyer Hired Independent Inspectors
  Prior to settlement, the buyer hired a licensed home inspection company and a licensed termite inspector. These professionals had full access to the property and were responsible for identifying any issues prior to closing. If the termite activity was not discovered during these inspections, that is a matter to take up with the professionals the buyer hired, not with Bay Rock Homes.
  3. No Concealment of Termite Activity
  Bay Rock Homes, LLC did not and would never intentionally conceal any defect, including termite activity. The complaints accusation that Bay Rock intentionally concealed termite damage is false and without merit. The individual named **** in the complaint was not an employee, agent, or representative of Bay Rock Homes, LLC. He is simply a personal acquaintance of the seller who voluntarily helped facilitate access for showings. Importantly, **** did mention visible termite damage on exterior doors to the buyers teamthis should have prompted further investigation by the licensed termite inspector, particularly in surrounding areas such as the basement and pony wall, which sits on grade.
  4. Bay Rock Homes Has Communicated
  The complainants claim that Bay Rock Homes refused to communicate is inaccurate. The buyers specifically requested that all communication be conducted via email, and we respected and followed that request. We have email records that reflect timely and professional responses to their concerns.
  5. Request for Reimbursement is Not Supported
  Bay Rock Homes, LLC has no legal obligation to reimburse the $1,250 termite treatment expense or any unspecified future contractor repairs. The sale was conducted under an AS-IS agreement, and the buyer had multiple opportunities to identify and address such issues prior to closing.
  6. BBB Case Has No Basis
  We respectfully submit that this complaint should be dismissed. All documentation, including the purchase contract, listing agreement, and inspection reports, confirms that:
  - The property was sold AS-IS.
  - Inspections were conducted.
  - No misrepresentation or concealment occurred.
  - Bay Rock Homes complied fully with Maryland law and real estate disclosure requirements.
  If this matter escalates or continues to damage the reputation of Bay Rock Homes, LLC through defamatory or libelous claims, we will not hesitate to pursue legal recourse.
  Legal Representation:
  ******* W. ******, Esquire
  ****, ****** & **********, P.A.
  **************************************************************************
  Phone: ************ | Fax: ************
  Website: *************
  
  Sincerely,
  Bay Rock Homes, LLC
  We also question why the licensed home inspector and licensed termite company, whom the buyers hired and paid for, are not part of this complaint. These professionals had full access to the home and should have properly identified any termite issues during their inspection. The responsibility to discover such defects lies with those hired experts, not the seller.

  Business Response

  Date: 05/07/2025

  Bay Rock Homes, LLC
  
  May 7, 2025

  
  Better Business Bureau
  Re: Response to Complaint ***************************************
  To Whom It May Concern,

  
  Bay Rock Homes, LLC appreciates the opportunity to respond to the recent complaint filed in connection with the purchase of the property located at ***************************************, which was sold to the complainant on April 21, 2025.
  

  1. The Property Was Sold AS-IS With All Faults
  The buyer purchased the property AS-IS, WITH ALL FAULTS, which was clearly stated in the ******************************** contract signed by both parties, as well as the *** listing description. Please see the attached real estate contract and listing agreement as documentation confirming this. By signing these documents, the buyer agreed to accept the property in its current condition and waived any claims against the seller for existing or future defects.
  

  2. The Buyer Hired Independent Inspectors
  Prior to settlement, the buyer hired a licensed home inspection company and a licensed termite inspector. These professionals had full access to the property and were responsible for identifying any issues prior to closing. If the termite activity was not discovered during these inspections, that is a matter to take up with the professionals the buyer hired, not with Bay Rock Homes.
  

  3. No Concealment of Termite Activity
  Bay Rock Homes, LLC did not and would never intentionally conceal any defect, including termite activity. The complaints accusation that Bay Rock intentionally concealed termite damage is false and without merit. The individual named **** in the complaint was not an employee, agent, or representative of Bay Rock Homes, LLC. He is simply a personal acquaintance of the seller who voluntarily helped facilitate access for showings. Importantly, **** did mention visible termite damage on exterior doors to the buyers teamthis should have prompted further investigation by the licensed termite inspector, particularly in surrounding areas such as the basement and pony wall, which sits on grade.
  

  4. Bay Rock Homes Has Communicated
  The complainants claim that Bay Rock Homes refused to communicate is inaccurate. The buyers specifically requested that all communication be conducted via email, and we respected and followed that request. We have email records that reflect timely and professional responses to their concerns.
  

  5. Request for Reimbursement is Not Supported
  Bay Rock Homes, LLC has no legal obligation to reimburse the $1,250 termite treatment expense or any unspecified future contractor repairs. The sale was conducted under an AS-IS agreement, and the buyer had multiple opportunities to identify and address such issues prior to closing.
  

  6. BBB Case Has No Basis
  We respectfully submit that this complaint should be dismissed. All documentation, including the purchase contract, listing agreement, and inspection reports, confirms that:
  - The property was sold AS-IS.
  - Inspections were conducted.
  - No misrepresentation or concealment occurred.
  - Bay Rock Homes complied fully with Maryland law and real estate disclosure requirements.
  

  If this matter escalates or continues to damage the reputation of Bay Rock Homes, LLC through defamatory or libelous claims, we will not hesitate to pursue legal recourse.
  Legal Representation:
  ******* W. ******, Esquire
  ****, ****** & **********, P.A.
  **************************************************************************
  Phone: ************ | Fax: ************
  Website: *************
  
  Sincerely,
  Bay Rock Homes, LLC

  
  We also question why the licensed home inspector and licensed termite company, whom the buyers hired and paid for, are not part of this complaint. These professionals had full access to the home and should have properly identified any termite issues during their inspection. The responsibility to discover such defects lies with those hired experts, not the seller.

  Business Response

  Date: 05/08/2025

  Subject: Response to BBB Complaint **********************************
  
  Lauren, I am in receipt of your recent complaint filed with the Better Business Bureau regarding the property at *****************************************
  
  Let me be clear: I have no problem defending myself in this matter, as I strongly believe Bay Rock Homes has no legal obligation in this case. You had both a general home inspection and a termite inspection completed prior to closing, and the home was purchased strictly "as-is"  terms that were agreed upon during the sale.
  
  That said, in an effort to avoid wasting further time and energy on a dispute I dont believe holds merit, Im willing to reach out to the seller to see if they are willing to contribute any funds toward resolving your grievance. I make no guarantees, but Im willing to ask and see what might be possible.
  
  To proceed, please let me know the exact dollar amount youre requesting so I can present a clear request to the seller. Again, I cannot promise any outcome, but I will make the effort to ask.
  
  If the seller agrees to contribute, I expect that all complaints and responses to the BBB be marked as resolved, closed, satisfied, and in good standing. This gesture is being made in good faith to bring this matter to a close so that we can both move forward without further unnecessary conflict.
  
  Please let me know how much you are seeking, and Ill do my part to see what the seller is willing to do.
  
  Sincerely,
  ******* Shock
  Bay Rock Homes, LLC

  Customer Answer

  Date: 05/09/2025

  Mr. ******************************     I have received your most recent email, dated May 8th, and see that it was additionally submitted as a message through the BBB. I will likewise plan to submit this email as a response through the BBB, for purposes of recording the chain of communication.
        We are in agreement that an appropriate monetary contribution towards rectification of the latent defect in the home, namely termite infestation and structural damages, would be an acceptable outcome and grounds to settle the BBB complaint as satisfied and resolved. Therefore, the complaint will gladly be settled by us once the monetary contribution is in hand. We would like to note, however, that though your last communication made reference to contacting and attempting to procure funds from Ms. ***** the contract for the sale of 2024 Fallsgrove Way was signed between ourselves and Bay Rock Homes, LLC, not ourselves and Ms. ***** That said, it does not particularly matter to us whose name signs the check for the damages to be righted, so long as one is presented. 
         This morning, May 9th, we had a licensed and insured contractor inspect the damages to formulate a quote for demolition and reconstruction of the structurally compromised areas. Said quote is expected tomorrow, May 10th, and once it is made available to us, we will forward it promptly to you. 
           In response to the message submitted yesterday, 5/8, in the BBB complaint thread, we will respond to the numbered points as follows: 
  
  
  1) The contract of the home does indeed state that the sale was as is, with all its faults. However, per Maryland Real Property Code article ******* an as is, with all its faults sale still requires disclosure of all latent defects of the home, and the presence of termites and their damages within the interior of the home, surely present for at least a year, per the estimation of the termite remediation company that was hired, was not disclosed. 
  
  
  2) A professional inspector was indeed hired to inspect the home, however the area of termite activity and damages in discussion was concealed by boxes and personal effects during the period of inspection, and as previously attached email communication from the inspection company stated, it is not a business practice of inspectors to move such obstacles during inspection.  
  
  
  3) If **** ******* was not an employee, agent, or representative of the sellers, Bay Rock Homes, LLC, we would ask why his name and contact information would be listed on the *** listing of the home, attached to this email and submitted as an image to the BBB complaint thread, under the Agent section of the listing form, named as the individual to contact directly with any questions or to present an offer. In addition to being named directly in the *** listing as the individual to present an offer of sale to, he verbally confirmed himself as being a business partner of yours in conversation with ourselves and our real estate agent, ****** ***** of RE/MAX, and he was also in possession of a key to the home, as a non-occupant.
  
  
  4) In an email sent to two your associated email addresses on 4/29, following an unanswered email to the same two addresses dated 4/24, we noted that if we did not receive response from you by 5/1 we would be contacting the BBB due to his non-response within the window of one business week, a reasonable amount of time given the urgent nature of the issue. We have receipt of the complaint to the BBB being submitted by us on 5/2, and receiving response from you to our emails, for the first time, on 5/3. We also sent a text message notifying you of the above referenced emails on 5/1, noting our intent to contact the BBB if we did not soon receive response from you, giving ***** on the chance that you had been out of office and not receiving our emails. Attached is a screenshot, taken today, of this dated text message, where it can be seen marked as delivered, but not as read by you. It can also be seen that a previous message to the same contact had been read on a date 10 days previous, so the contact information was presumably current and valid. 
  
  
  5) In response to us having multiple opportunities to identify and address such issues prior to closing, we visited the property three times prior to settlement. We toured the house for a showing on March 22nd, during which time the termite damages to the interior of the home were concealed by furnishings and personal effects. Please see previously submitted photo of how the home had been staged for listing photos and showings. Mr. **** ******* was present for this showing, allowed us into the home, and stated to both ourselves and our real estate agent that any cosmetic defects in the interior area being discussed were due to the pecking habit of an exotic bird owned by the last occupant. 
        We were again present at the home on the date of March 28th for inspections, and as previously noted, the area was again concealed, this time by boxes and personal effects; please see previously attached photo provided to us by the inspection company of the interior area in question, as it appeared on the date of inspection. 
       We were last present at the home prior to settlement for the final walkthrough on 4/18, but as none of the parties present at final walkthrough, namely us, the buyers, and our real estate agent, ****** ****** are trained termite inspectors, we could not have been reasonably expected to identify surface defects as termite activity. This is especially true given that Mr. ******** a man we reasonably understood to be associated with Bay Rock Homes, LLC, had explained away cosmetic defects in that area of the home as being due to the destructive habits of a pet. 
  
  
  6) We are in disagreement that the BBB complaint has no basis, for all of the reasons listed above, as well as those previously submitted. 
  
  
        In response to mention of legal recourse being taken against us in regards to a case of libel or defamation, any public statements made by us (which are none, beyond this complaint filed to the BBB), would need to be proven definitively false, and we have attached ample evidence in support of our complaint. Additionally, we have consistently stated that we mean no harm to the business reputations of you, ******* Shock, or Bay Rock Homes, LLC, we simply ask that this matter be appropriately resolved.
  
  
        In returning to our response to your most recent communication, we reaffirm that financial contribution to the demolition and reconstruction to the termite damaged areas in the interior of the home would be an acceptable resolution to our complaint. Once we have the official quote from the contractor, anticipated 5/10, we will forward it to you via email and submission to the complaint thread with the BBB, and await a response regarding how the monetary compensation will be dispensed. 
  
  
  Signed, 
  ****** and **** *****

  Business Response

  Date: 05/09/2025

  Email sent to ****** and **** Malek 4:27?PM May 
  
  It seems we may be moving in different directions on this matter, and the gap in understanding continues to grow.
  You mentioned a termite invoice for $1,200 or $1,250, which led me to believe you were seeking reimbursement for that amount. However, the exact resolution youre seeking remains unclear. Can you please clarify exactly what you are requesting from us?
  As Ive stated previously, Bay Rock Homes will not be contributing any funds toward this issue. If the original seller, with whom you signed the purchase agreement, is unwilling to cover the cost, Im unsure what more we can offer.
  Additionally, I respectfully ask that you provide a clear outline of what you're requesting, without including monetary figures at this time. The goal is to understand the scope of what you're asking for before any estimates or proposals are submitted particularly to avoid inflated or non-itemized claims.
  For reference, the cost to demo and replace the pony wall should not exceed $650, including both labor and materials.
  Please respond with a detailed explanation of your request so we can determine how to bring this matter to a close.

  Business Response

  Date: 05/09/2025

  Email sent to ****** and **** Malek 7:19?PM May 9 2025
  
  Thank you for your response and for submitting the addendumI was just about to do the same. I appreciate you clearly outlining your request.
  
  That said, I want to reiterate my position: Bay Rock Homes will not be contributing any funds toward this issue. As previously explained, the property was purchased in as-is condition, and both a termite inspection and a general home inspection were completed prior to settlement.
  
  As promised, I will reach out to the original seller to see if she is willing to offer anything toward your request. While I cannot make any guarantees, I will ask on your behalf.
  
  Regarding the pony wall: This is a relatively small section of framing and drywall. It is a straightforward job that typically takes less than a day to demo and rebuild, with a return visit to prep for paint. Based on current market labor and material costs, a reasonable total for this work should not exceed $650. Any quote far beyond this would be considered excessive and unjustified.
  
  If additional termite damage is found outside of the pony wall area once work begins, please be advised that any further actionlegal or through the Better Business Bureauwill need to include both your termite inspector and home inspector, as they were responsible for identifying such issues prior to your purchase.
  
  Again, this response is not intended to diminish your concerns, but rather to approach the matter with fairness and clarity. I will follow up once Ive spoken with the seller.

  Customer Answer

  Date: 05/12/2025

  Email sent Friday May 9th:

  Mr. Shock, 
        Please see the attached addendum, which clearly states that ***** **** was removed as seller in any place in the contract and replaced with Bay Rock Homes, LLC, signed by ourselves as buyers and yourself as seller. 
         In plain language, what we are asking for is reimbursement for the termite remediation service we engaged, which cost $1,250.00, as well as monetary compensation for the demolition and reconstruction of the pony wall, and any connected areas of termite activity not visible from surface level but which may become apparent once the pony wall is able to be opened and properly examined by our contractor, which will not happen until the work begins. We are unsure where the $650 number for labor and materials for this job is coming from, as we have not yet received the quote from the contractor we had examine the area this morning, nor have we seen a quote from any other contractor that has had opportunity to examine the area in question. 
  
  
  Signed, 
  ****** and **** *****

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23277657
  
  I am rejecting this response because:

  Please let it be known that I believe that we are very close to resolution on this matter but as the 5 calendar day window for resolution is closing I must chose this rejection option as my only means to keep the complaint active until resolution is firmly achieved, as instructed by ********* ****, the dispute resolution specialist on this complaint thread. 

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/14/2025

  I believe we are very close to closing this.  We do need a few more days to get everything in order

  Business Response

  Date: 05/14/2025

  ****** and ****, attached, please find the finalized Settlement Agreement regarding the BBB complaint and concerns raised about the property located at ****************************************
  
  As outlined in the agreement, a payment of $2,250 will be made as full and final settlement of all issues related to the termite treatment and any associated concerns. This agreement also includes confirmation that the BBB complaint will be formally marked as resolved, closed, satisfied, and with no negative remarks against Bay Rock Homes, LLC.
  
  Please review the attached document. If everything is acceptable, kindly sign and date the agreement and return it to me at your earliest convenience or I can send through DocuSign.
  
  Once the signed agreement is received, we will promptly proceed with coordinating the payment.  Feel free to reach out with any questions or clarifications.
  

   

  Settlement Agreement and Mutual Release
  
  This Settlement Agreement ("Agreement") is made and entered into as of the date signed below, by and between Bay Rock Homes, LLC ("Respondent") and ****** and **** ***** ("Buyers/Complainants") regarding the property located at *************************************** and the associated Better Business Bureau (BBB) complaint.
  
  1. Settlement Terms:
  In full and final settlement of all issues and complaints, including but not limited to any termite activity or other concerns associated with the sale or condition of the above-referenced property:
  - Bay Rock Homes, LLC agrees to pay the total amount of $2,250.00 (Two Thousand Two Hundred Fifty Dollars) to ****** and **** *****.
  - This payment shall be made upon execution of this Agreement by all parties. 
  
  2. Release and Resolution:
  Upon receipt of the above-mentioned settlement payment:
  - ****** and **** ***** agree that this amount constitutes full and final resolution of any and all claims, demands, complaints, or causes of action related to the above property and specifically to the termite activity and/or condition of the pony wall.
  - ****** and **** ***** further agree to formally close the BBB complaint in good standing, marking it as resolved, satisfied, and without any negative impact on the record of Bay Rock Homes, LLC.
  - Bay Rock Homes, LLC makes this payment as a gesture of goodwill only, and this agreement does not constitute any admission of fault or liability.
  
  3. Risk Acknowledgment:
  ****** and **** ***** acknowledge and accept that they are assuming the personal risk that the termite activity in the pony wall may or may not have extended into adjacent walls or connected areas. The full extent of any damage cannot be confirmed until the textured hardboard paneling is removed and the interior space is examined. By signing this agreement, they confirm that they are aware of this risk and that Bay Rock Homes, LLC will bear no further responsibility for any additional discovery of damage or repair costs.
  
  4. Entire Agreement:
  This Agreement constitutes the entire understanding between the parties and supersedes all prior negotiations, representations, or agreements, whether written or oral. No amendment or modification of this Agreement shall be valid unless in writing and signed by both parties.
  
  IN WITNESS WHEREOF, the parties have executed this Agreement as of the dates set forth below.
  
  
  Bay Rock Homes, LLC
  By: ____________________________________
  Name: _________________________________
  Title: _________________________________
  Date: _________________________________
  
  
  ****** *****
  Signature: _____________________________
  Date: _________________________________
  
  
  **** *****
  Signature: _____________________________
  Date: _________________________________
  
  

  Customer Answer

  Date: 05/14/2025

  Before I respond directly to Mr. ****** most recent communication, in which he offers a monetary compensation of $2,250.00 towards resolving this issue, I would like to upload a backlog of our email communications that will bring the communications viewable in this thread up to date. 

  Sent by Mr. ***** on 5/10/25

  I wanted to give you an update, the seller is willing to contribute $1,250.00 toward resolving this matter, which corresponds to the amount you as indicated in your previous emails.
  Please note that this payment is being offered strictly as a gesture of goodwill and does not constitute any admission of fault or liability by Bay Rock Homes or the seller. The property was sold in as-is condition, and both home and termite inspections were completed prior to closing.
  That said, we would like to bring this matter to a respectful and final resolution. To move forward with payment, I can produce a written confirmation acknowledging that this amount will be accepted as full and final settlement of the issue. And that you will provide a letter, email, or other written statement confirming that all complaints and responses submitted to the Better Business Bureau (BBB) will be marked as resolved, closed, satisfied, and in good standing regarding your complaint.
  Also, please understand it does not matter who is providing the funds; the important thing is that you are being reimbursed so that we can all move forward and put this matter behind us.
  Please email me back to confirm, and I will then send over the written acknowledgment confirming that this amount will be accepted as full and final settlement of the issue
  ****

  
  Our response, sent 5/10/25

  Mr. *****, 
  We appreciate the offer made of $1,250.00 toward resolving this issue, however, $1,250.00 would cover only the termite extermination services, and as you will recall, both sides of our previous communications have consistently referenced monetary compensation towards repair to the termite infested areas in the interior of the home, as well. We now have a quote in hand from the contractor that examined the area yesterday, and will attach it to this email. As you will see, it exceeds the $650 cost you referenced in previous emails, though that figure could not reasonably have been assumed accurate by us, as it was presented without receipt of a professional business quote. That being said, in the spirit of compromise, we are willing to forego our previous request for reimbursement for the termite extermination services, and narrow our request to solely cover the anticipated costs of repairing the non-disclosed latent defect, namely structural damages caused by a concealed termite infestation. As you will see in the quote we have attached, the contractor has thoroughly detailed all of the work that the pony wall requires, with a total estimated cost of $1,548.11. You will also see a detailed breakdown for full reconstruction of the adjacent wall with which the pony wall is joined, with a total estimated cost of $2,663.25. As we share your desire to move forward and put this dispute behind us, we are willing to accept a monetary contribution that accounts for the full reconstruction of the pony wall, being $1,548.11, but only half of the estimated cost for reconstruction of the adjacent wall, being ********. The minimum monetary contribution that we would find acceptable to consider this matter resolved, therefore, would total $2,879.00. Let it be known that we would be taking on personal risk in assuming that the termite activity in the pony wall has not spread to fully compromise the interior of the adjacent wall, let alone any other connected areas, though we can not know this with certainty until the surface treatment of the wall (textured hardboard paneling) is removed and the interior is able to be thoroughly examined. We find this figure to be extremely fair, especially given that we are willing to forego the inclusion of the $1,250.00 termite extermination. If we are in agreement, we will sign a fairly stated acknowledgment confirming that this amount will be accepted as full and final settlement to this issue, and the BBB complaint will be closed as satisfied. 
  
  
  Signed, 
  ****** and **** *****

   

  (a copy of this quote will be attached to this thread)

   

  Mr. ****** response, sent 5/12/25

  I have a call into the seller. I should have an answer by Wednesday

   

  Our response, sent 5/13/25

  Mr. *****, 
  I wanted to send this message before you received a notification that I have rejected the complaint resolution via the BBB. ********* ****, the moderator, called me today and informed me that if I did not choose to accept or reject your initial response to the complaint by the end of the business day, the complaint file would automatically close, as five calendar days have passed. We still intend to close the complaint as satisfied once we firmly reach resolution, which I also informed Ms. **** of; this rejection was only a matter of formality in keeping the complaint current.  
  -****** *****

  
  Mr. ****** response, sent 5/13/25

  Thank you for letting me know.  I also have a call into ********* ****.  
  
  
  I am waiting on a final response from the seller so I hope to have an answer on Wednesday

   

  From this point in our email communications, Mr. ****** message submitted today, 5/14/25, is current. We will respond to this most recent message by the end of the day. 

  Customer Answer

  Date: 05/15/2025

  Mr. Shock,
  

  We had intended to respond to your most recent message yesterday evening, but were delayed. Please continue to anticipate our response.

  -****** and **** *****

  Customer Answer

  Date: 05/16/2025

  Mr. Shock, 

  We had previously agreed to sign a fairly stated acknowledgment pertaining to the specific matter at hand, namely the currently known termite damages detailed within BBB Complaint #********. When instead presented with a general release, also inclusive of any other concerns with the sale or condition of the property, we felt it in our best interests to consult a real estate attorney on the matter. Reflecting the advice of this attorney, we would present three options for resolution to the complaint:

  1) We revise the wording in the release  to reference the currently known extents of the termite damage and the monetary compensation as specifically being means to close BBB complaint #******** as satisfied. In addition to these wording revisions we would also be changing the monetary figure from $2,250.00, which is a number we did not agree on, to the $2,879.00 which we had previously stated would be the minimum acceptable amount for us to consider this complaint satisfied. 
  

  2) If the above solution is not agreeable to you, we could alternately: Keep the BBB complaint open until we are able to begin demo and see the full extents of the termite damage. We were advised by the termite remediation company that this process should not begin until mid-late July, in order to ensure that the slow-acting termiticide has assuredly killed the colony. Waiting an additional two months to see this matter resolved may not be ideal, but it would have the benefit of us being able to definitively identify the extents of the damage in able to provide you with a firm number for compensation towards repairs, though that number could be higher or lower than the $2,879.00 we are currently accounting for. At such point we would then be able to sign a release that still references this complaint number and termite damages specifically, but would have removed the phrase currently known.
  

  3) If neither of these solutions are agreeable to you, we have a third option of: Signing the general release, which is written to not solely cover the currently known termite damages, but also any other other concerns with the sale or condition of the property. Please know that in this scenario we would need to negotiate a new monetary figure, appropriately calculated to consider such a broad risk acknowledgement on our part. 
  

  Please let us know your preferred solution and we can proceed accordingly. 
  

  -****** and **** *****

  Business Response

  Date: 05/19/2025

  I appreciate your willingness to work toward a resolution. I am comfortable with changing the verbiage to currently known extents of the termite damage, as you suggested.

  
  However, I want to clarify that we never agreed on any specific dollar amount. My offer of $2,250 was a counter to your $2,879, which was a number I never agreed to.

  
  In the interest of resolving this matter quickly, would you be willing to meet me in the middle at $2,564.50?

  
  If so, I can make the necessary adjustments to the language and the amount, and resend the updated agreement via DocuSign for your review and signature.
  Looking forward to your response.

  Customer Answer

  Date: 05/20/2025

  Mr. ****************** you have agreed to change the verbiage, we will agree to accept $2,564.50. When we receive the updated agreement we will sign. To confirm, it will specifically reference the currently known extents of the termite damage, and that this compensation serves as a means to close BBB complaint #******** as satisfied. It will also have the language referring to the agreement not being limited to the termite related damages but also any other concerns with the sale or condition of the property removed. The section regarding risk acknowledgment should no longer pertain, as it contradicts the change in verbiage which should now acknowledge that this compensation is being made towards the damages as they are currently known, and should be removed as well. It is our sincere hope that once these changes are made, the document signed, and compensation received, we can all move on from this matter, and we will close the complaint as satisfied, as promised. 
  -****** and **** Malek 

  Customer Answer

  Date: 05/29/2025

  The complaint should not yet be closed as resolution is in progress but has not been achieved. 

  Business Response

  Date: 05/30/2025

  I reviewed the agreement
  
  The section below about being aware of risk came from language in one of your emails. The settlement needs to have closure and I can't pay the $2,564.50 with the risk that you come back for more damages.
  
  
  I have updated everything else
  3. Risk Acknowledgment:
  ****** and **** ***** acknowledge and accept that they are assuming the personal risk that the termite activity in the pony wall may or may not have extended into adjacent walls or connected areas. The full extent of any damage cannot be confirmed until the textured hardboard paneling is removed and the interior space is examined. By signing this agreement, they confirm that they are aware of this risk and that Bay Rock Homes, LLC will bear no further responsibility for any additional discovery of damage or repair costs.

  Updated agreement attached

  
  

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23277657
  
  I am rejecting this response because:

  Mr. *****, please find attached the signed acknowledgment. 

  
  

  *********, once Mr. ***** has signed and returned the attached acknowledgment we will have reached agreement, however, the complaint should not be closed until we receive the payment as indicated in the acknowledgment terms. We will notify you once it has been received. 

  
  

  -****** and **** *****

  
  

  
  
  Sincerely,
  
  ****** *****