Complaints

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• Initial Complaint

  Date:11/05/2024

  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 had a home built in 2023. Upon our walk through in October 2023 we noticed concrete cracks. There is a major cracks in our basement floor and cracks forming on our outside walls even before a year lapsed. It also seems that our garage is not sloped correctly because we keep getting water under the weatherstrip. This is very worrisome and Upon further investigation it is known that it may due costly damage. It was brought to the builders attention but swept under the rug. Noticeable cracks and imperfections show that the concrete work was not done correctly nor inspected as correct work. We would like it addressed and corrected before further damage occurs.

  

  Business Response

  Date: 11/05/2024

  Mr. ****, Please provide your address, lot number, subdivision and builder.  This the first our company has heard anything about this. I need to verify we did the foundation and/or flatwork.  We work for many builders in town, but don't perform both services for all our customers. We have good relationships with our builders and if their is an issue that needs addressed, they usually contact us immediately.  Most builders have warranty's for their buyers that come with the purchase of their new homes.  They also usually have subcontracts with expectations and tolerances with their subcontractors and they are the ones who need to hold their subs responsible if there is a problem.  I'm setback this is the first I am hearing about this in this forum.  If your builder isn't responding, you could have called us direct.  If we did do the work and their is an issue, we are happy to meet you to discuss your concerns and address anything that needs addressed.   I see one of your complaints is cracks.  Cracks in poured concrete walls and flatwork can be unsightly, but are not usually a cause for concern.  In fact, they are a common occurrence.  Cracks in concrete are not indicative of inferior materials or workmanship.  They are a result of shrinkage that occurs when concrete hardens and cures.  They can be minimized and often controlled, but not eliminated.  No matter who did your work, no concrete contractor can gaurantee or warrant against them.  Please provide me the requested information and we can discuss further.

   

  Customer Answer

  Date: 11/19/2024

  My address is ****************************, Subdivision: Estate at ********************, Builder: ********************

  

  Business Response

  Date: 11/22/2024

  *************** reviewing the paper work from your job, I can confirm that we did pour your foundation and do a lot of work with your builder.  We did not pour any of your flatwork.  ******* Homes is reputable builder with a 1 year workmanship warranty for all homebuyers. They also include a 10 year warranty from Quality Waterproofing (covers cracks if there is water intrusion).  Quality is also a very reputable local company.  *************** was installed correctly per the specifications and details on the plans provided to us by the builder and approved by Wentzville.  ********** inspects our footings and foundations before we place concrete to verify that everything is correct and both inspections were passed.   I spoke with your builder and they mentioned you had not mentioned anything to them about foundation concerns in your 60 day or 10 month service requests.   They were unaware of any concerns of yours with the foundation other than before closing or they would have addressed them and contacted us if necessary.  I understand there was a crack which was leaking and was fixed (now has a lifetime warranty)before you closed.  This is normal and very common.  I also understand you had an engineer evaluate our foundation at that time and there were no concerns.    
  I reviewed your foundation pictures and both pictures show shrinkage cracks and completely normal, within industry standards and to be expected.  As I mentioned in my previous message to you, cracks are a common occurrence.  Shrink cracks are a result of the normal processes concrete goes through as it hardens and gains strength.  They are not a result of faulty craftsmanship or inferior work.  They can show up immediately and certainly within the first year.  Depending on irrigation and subgrade type,soils can still be settling over that year.  There are also a lot of new wood products in your house drying out fully, especially when you turn your heater on for the first season.  All these factors contribute to cracks and the moisture content in the concrete shrinking.  If cracks need to be repaired, its a good idea to wait a 1 year period so they have mostly shown themselves.  Exterior cracks are not repaired unless there is water intrusion, then they would be covered under your 10 year warranty.  We are members of a national association called the ******************************************* which has a wealth of information and is a great resource for many foundation contractors around the nation.  I attached an article discussing cracking to help ease your concerns on this.  You can also find a lot in your own research online, try looking up what the ************************************ has to say.    
  As far as your complaints about flatwork, we did not perform that work.  After talking with your builder they were also unaware of these concerns.  They did mention that the water at the garage door is typically a spring that needs to be tightened up and is general homeowner maintenance.  Had this been brought to their attention within the warranty period they would have set up the garage door installer to adjust to manufacturer recommendations.  However, per HBA guidelines some snow and water can be expected under normal weather conditions.  We had up to 11 rain in the 24 36 hours before you filed your complaint, which is severe. 
  
  The nature of your complaint is, Service Issues.  The desired outcome is, Finish the job.  Neither of which apply to the work we completed for ******* Homes.  We have had no service issues.  Our work was installed correctly, was inspected and approved by the builder, Wentzville and then by an engineer.   Your flatwork concerns dont apply to us.  BBB please close and eliminate this complaint.