Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased my home 1.5 years ago and have had issues since the beginning. My house was to be completed by a certain date and ready for move-in. However, it was delayed due to poor coordination on their end. I had to move in and rush the 'initial walk inspection' and there were so many outstanding issues. Fast forward to the present moment, I have had multiple issues with this company is scheduling repairs covered by our 1-year inspection and still have not had any resolution. They have had multiple no-show repairs and it is so frustrating to continuously accommodate the scheduling. There are some high-risk issues that need to be resolved such as a loose railing on the deck. Additionally, poor construction has been a consistent issue as evident by cracks on the wall and trimmings.
Business response
12/08/2022
Customer service is the cornerstone of our home building business, so we first want to thank you for bringing your concerns to our attention.
Many of the items outlined in this list have been addressed already and marked off as completed in your customer file. We have been trying to take care of the remaining items. Like you, we want to get everything resolved as soon as possible, but we do need you to provide access to the home during regular business hours Mon-Fri from 8 AM 4PM so our trade partners can inspect the concern and find a reasonable solution. We are working hard to get the remaining items resolved in a timely manner but sometimes there are unforeseen issues that *** have caused a delay in the repairs. Eternity Homes is truly sorry for any inconvenience this *** have caused you.Initial Complaint
09/26/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We closed the purchase of our home on 2 August. Among the outstanding items to be completed was a garage door opener. A pretty simple job. Seven weeks later we are still being told the garage door opener - which can be purchased off the shelf from Lowes or ********** today - is "on backorder." It's simply untrue.Eternity Homes has $800 of my money and isn't doing the work they have been paid to do. They also refused to refund me the money so I can get the work done myself, claiming that would be "mortgage fraud."Seven weeks is more than enough time to install a garage door opener. There is no reason this has not been completed beyond Eternity Homes simply not caring about their customer or their contractual obligations. It's a pattern with this company.Business response
09/28/2022
On 8-3-22 a change order for a garage door opener was a the last minute contract that was signed by the homeowner . The change order was received & agreed upon by the contractor on 8-23-22.
Service for the installation of this garage door opener is scheduled for September 30th with 8am-12pm arrival time.
There have been delays in material with the suppliers that we use to supply our garage door openers from. Materials have had a longer than usual lead time due to supply shortages.
This matter will be resolved on 9-30-22
Customer response
09/28/2022
I am rejecting this response because:
I am rejecting this response because:
We do have someone scheduled to be here Friday to install, which is good...but.. what the builder has just written here is a lie.
We closed on 2 August and that closing included $800 for this garage door opener. We also had amendments added to the contract that covered unfinished work, but those were dated earlier.
There was not a 3 August change order nor anything on *********************************************************************** that show otherwise.We look forward to hopefully having this garage door opener finally installed, but refuse to have the builder get away with lies as part of that official record.
We have waited since 2 August for this to be completed and the excuse of material delays is ALWAYS the excuse, but just two days after we finally complained to the BBB that backorder was no longer an issue. I don't believe in coincidences.
Initial Complaint
09/07/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
We have had multiple issues with Eternity Homes. Last year (October 2020), a leak in the water pipe beneath our driveway was fixed. Eternity Homes is responsible for repairing the torn up sections of our driveway. They have known about this issue for 10 months. We initially emailed Eternity in March **************************************************************************************************** the months since that email, Eternity has consistently dodged specific questions and insistence from the homeowners to have the driveway repaired. Vague and unhelpful deflections and blame of the cement contractor have been cited in the sporadic emailed responses from Eternity for why the work remains incomplete (as of 9/7/2021). The responsibility for getting the work done clearly falls on Eternity. We have been waiting patiently for months to have this issue resolved. It's time for Eternity to stop passing the buck, accept responsibility, and perform the necessary repairs.Business response
09/15/2021
********************** home closed on May 22nd of2020. ********************** home closed with not one open item. However, the city founda glitch in the paperwork and Eternity Homes was never notified until December8th of 2020. 7 months after ****************** moved in, the city found a water issuefrom the curb stop. Upon our investigation we nor ****************** could notdetermine if the curb stop was damaged by Eternity Homes, Eternity Homes sub-contractors,****************** or a garbage truck. ****************** has not provided any proof thatEternity Homes or Eternity Homes contractors have committed the damage.Eternity Homes has taken upon the repair of the curb stop and landscaping atEternity Homes cost. Based upon the amount of work that needs to be done with variouscontractors and the shortage of labor due to the Pandemic Eternity Homes is atthe mercy of the contractors. Eternity Homes will complete the tasks that areneeded to get this done. Eternity Homes has agreed to repair the damage atEternity Homes Cost. There are no open items in their home.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.