Complaints

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:01/24/2025

  Type:Billing 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.

  BBSG serves as a ploy in conjunction with the builder to provide and facilitate warranty service. After many months of repeatedly submitting claims by following this company’s requirements, this company has closed all requests upon the instructions from the builder. Not one single repair was performed. This company is not a warranty company. It is a middleman that sends messages to and from the builder. The builder instructs this company to message the homeowner that the homeowner will need to contact the subcontractors to make repairs. The subcontractors deny the requests. The homeowner repeats this cycle month after month. The complaints here speak volumes, as do the aggressive and arrogant responses from BBSG.

  Business Response

  Date: 01/27/2025

  The Builder/Buyer Services Group (BBSG) serves to administer the first-year warranty period for new home builders. In this capacity, BBSG notifies subcontractors of builder approved warranty repairs and provides the homeowner with information to contact and schedule service appointments. BBSG successfully facilitates tens of thousands of requests for service from new home owners across the country annually. 
  
  BBSG is an administrator only, and the builder remains the warrantor and retains responsibility for warranty repairs as stipulated in the original sale contract. While the sale contract contains a warranty definition, builders will often follow industry accepted guidelines established by the National Association of Home Builders (NAHB). In addition to defining specific criteria, the NAHB guidelines also put forth expectations as to the quality of repairs; specifically, that the quality of materials and workmanship meet those found in the original construction. The software driving the BBSG online portal includes a feature that solicits monthly updates from the homeowner as to the status of repairs. While transparent to the homeowner, BBSG reviews the status updates and routinely forwards the updates to the assigned subcontractor and/or builder in an effort to draw focus to incomplete issues. 
  
  Over the course of the warranty period, the complainant filed several requests for warranty service. The builder ultimately offered to repurchase the house from the complainant as provided in the original sale contract. Upon builder offering to repurchase the home from the complainant, BBSG was no longer the administrator of the warranty service and closed the service requests. BBSG administered the warranty properly in every respect and, as the BBSG fee was not paid by the complainant, there is no refund available.

  Customer Answer

  Date: 02/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I stand by my original complaint.  The response from BBSG was predictable.  This company and their client, the builder-**** **********, have concocted a scheme to mislead and not honor the written and implied service/warranty.  Not one repair was performed.  Future customers need to understand exactly what they’re in for when becoming involved with this company.

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

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been dealing with BBSG & ******* ****** (their employee) since 11/30/23. This is a new home warranty company. They are required under my builder's warranty to provide me contact information (company name & phone number) for any covered warranty work. ******* is in charge of my warranty requests. For one, the only way to report requests is via an online portal. You can never talk to an actual individual. All you can do is leave messages. Two, ******* has never returned a phone call & continues to give me false contractor details after numerous requests to provide me the correct information so I can call to get my warranty work completed. I now have a major electrical hazard in my new home This company & ******* have ignored every request I've made after providing me completely wrong information initially.
  I expect a verbal & written response from the company &/or ******* with the correct subcontractor company name & phone number for who did the initial installation of a ceiling fan in my new home.

  Business Response

  Date: 01/22/2025

  The Builder/Buyer Service Group (BBSG) serves to administer the builder's first year warranty on new homes. In this role, BBSG notifies subcontractors (as specified by the builder) of authorized warranty repairs and provides the homeowner contact information (as provided by the builder) for the assigned subcontractor to facilitate scheduling of service work. In this case, the builder changed electrical subcontractors without notifying BBSG. When advised by the complainant, BBSG obtained the "correct" electrical subcontractor information from the builder and so informed the complainant. However, the subcontractor claimed that they did not provide service to the builder for the complainant's address and declined to provide warranty work. This was an error on the part of the electrical subcontractor.

  Based on further review with the builder regarding the complainant's reported problem, the issue is not with the wiring of the house, but with the installed ceiling fan. (Ceiling fans that use a remote control, whether handheld or wall mounted, are sometimes susceptible to signal interference that will cause the fan light to randomly come on or go off.) This issue does not create a safety concern for the house or occupants.

  BBSG has obtained subcontractor information for the fixture supplier, has notified the fixture supplier of the issue, and has informed the complainant accordingly.

  While all issues must be reported via the online reporting portal for documentation purposes, it is BBSG's goal to return messages within 1 business day.

  Business Response

  Date: 01/27/2025

  The complainant's one-year builder warranty period began 11/16/2023. The first of 27 requests for service was received from the complainant on 1/14/2024. The issue that is the subject of this complaint was received 11/4/2024 (not 2023 as stated by the complainant). The reasons for miscommunication on the subject issue were addressed in the previous response.

  Customer Answer

  Date: 02/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because regardless of the date, as you can see from the evidence I attached, they didn't provide adequate or timely follow-up or request for the correct information on numerous occasions & gave me completely false information at one point. There was no miscommunication from the builder. BBSG & everyone who works there does these things on purpose just so home buyers will eventually give up. This is their tactic. I've dealt with this same company via a different home & builder & they did the same exact thing. ******* ****** was also the person assigned to me under that house, so it was him pulling these same antics. They only finally provided me the right information after I filed a complaint with the BBB. Hummm...ironic? I think not!!

  I will never accept anything this company or ******* tells me or says to any other person or business. The public needs to be well-informed on the shady things BBSG tries to pull on homeowners. Do with this information what you will, but I refuse to agree to anything they say or do.  

  ****** ********

• Initial Complaint

  Date:12/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my home in 2023 with a list of items that needed to be repaired prior to closing. Upon closing, I noticed several other issues within my home which is supposed to be a new construction home. I added those to the warranty portal with no soltion. I literally had to reach out to several companies on my own. I recieved a few solutions but none that fixed actual problems. I've worked tirelessly since I've moved in my home in order to have issues resolved prior to my warranty however I am have ongoing issues with communication from both the warranty company as well as the builders whom they've switched several times. When they do communicate they state that everything has to be submitted through the portal with a photo attached. #1 their website isnt up to date enough to accept valid photos and instead of fixing the problem the wait months later after horrible comminucation to make people aware of this instead of just allowing people to opt not to submit a photo. I've also had issues with the companies refusing to service warranty based issues due to the builders not paying them. At this point I'm simply reaching out through you guys in hopes for a better solutions because I have enough going on with my life and I'm tired of warranty issues taking priority.

  Business Response

  Date: 01/07/2025

  The Builder/Buyer Services Group (BBSG) serves to administer new home builders' first year warranty. As is common in today's technology-driven market, the complainant's builder requires photo documentation for most issues reported during the warranty period. The purpose is not only to better document the issue, but also to ensure a proper understanding of the issue so that repair resources are properly dispatched. In this case, the complainant was requested on multiple occasions to provide photo documentation on many of the reported issues, and was even personally coached by the BBSG facilitator on how to do so. While a photo of one of the many issues was provided, the complainant never followed through further, and the remaining service issues were ultimately closed with no action as the builder's warranty period had expired. It should be noted that BBSG works with thousands of homeowners and it is common for photo documentation to be requested and received.

  BBSG has reviewed the complainant's situation with the builder, and the builder has agreed to dispatch an individual to the complainant's home to personally inspect remaining issues reported during the warranty period. Based on this inspection, the builder will either initiate action directly to address covered conditions or will notify BBSG and provide direction on covered conditions to be processed in accordance with established procedures.

  Customer Answer

  Date: 01/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You were notified by the builder, ****, himself that aside from the 13 photos (items) being uploaded just a few months into closing which is noted in the photo I've attached. So to continue asking for the same photos that you already have and have yet to address is not professional. While some issues where fixed others were not, or were not fixed properly. The only additional needed were sent and that was actually after cityscape coached and assisted me. I've never spoken with someone from your company EVER. ***, the person assigned to my cases, has never returned any of my phone calls ever! She reached out to ***** in order to tell me to remove the "live" feature from my photos, after I emailed several times regarding not being able to upload any new photos as needed. 
  
  
  
  ****** *******

  Business Response

  Date: 01/08/2025

  As stated in the original response, BBSG administers the builder's first year warranty. As administrator, BBSG does not assume the role of warrantor; per the sale contract, the builder is and remains the warrantor. In other words, BBSG serves as a communications conduit between the homeowner, the builder, and subcontractors, and has no authority apart from the written warranty provided the homeowner to approve/deny requests or to dictate how approved repairs are to be completed. Accordingly, the homeowner will need to dialogue directly with the builder on any resolution beyond that already offered in the original response.

• Initial Complaint

  Date:03/04/2024

  Type:Delivery 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.

  Subject: Urgent Complaint against BBSG - Builder/Buyer Services Group
  
  I am writing to file a formal complaint against BBSG - Builder Buyer Services Group regarding the extremely poor service I have received in attempting to resolve a critical issue with my microwave oven. My house built by ******** Homes, is only 5 months old, yet the microwave has ceased to function for over a month.
  Despite the repeated attempts to rectify the situation, including four visits from technicians who have requested payments for parts without providing the solution, the microwave remain unfixed. Each time a technician came, I was promised a resolution, only to be met by with further delays and excuses. The most recent work request was inexplicably closed without any explanation or progress.
  This level of incompetence and disregard for customer satisfactions is unacceptable. I estimate that the cost of a new microwave would be around only $400, a cost I should not have a bear for a brand-new home with malfunctioning appliances (Frigidaire).
  Furthermore, I am deeply disappointed by the lack of response and action from BBSG, ******** ***** and ****** ******* in addressing not only the microwave issue but also others outstanding work requests.
  I demand an immediate resolution to this matter. Failure to provide a satisfactory solution within a reasonable timeframe will leave me with no choice but to pursue legal action to address the numerous problems caused by your companies.
  I expect to receive a prompt response detailing how you intend to rectify this situation.
  
  Sincerely
  
  ****** **********

  Business Response

  Date: 03/04/2024

  The Builder/Buyer Services Group serves to administer the builder's first year construction warranty. In this capacity, BBSG reviews issues submitted by homeowners against the builder's warranty standards and practices, notifies sub-contractors of approved call-back issues, and provides feedback to the homeowner on action to be taken (if any) and by whom.

  As stipulated in the sale contract, manufacturers' warranties are assigned to the homeowner upon closing, meaning appliances are not covered by the builder warranty. Although outside the BBSG scope of responsibility, a builder will occasionally request BBSG provide courtesy administrative support on appliances to expedite repairs, as is the case here.

  In this instance, the homeowner was directed to the appropriate appliance supplier to obtain factory warranty repairs. The supplier has made multiple trips to the home, but each time had the wrong part to complete repairs. Unfortunately, the homeowner will need to continue to work through the manufacturer's representative and process until the problem is resolved. Other than to initially notify the supplier of the factory warranty issue, BBSG plays no role in the repair process.

  Issues reported to BBSG enter an automated review process once forwarded to a sub-contractor for action. Specifically, a system generated email is sent to the homeowner on a monthly basis for a status update. From the information provided by the homeowner, BBSG will initiate follow up action if appropriate. As clearly stated in the email, if no update is provided, it will be assumed that the issue has been addressed and the issue will auto close (which is the case here). The issue can easily be reopened with options internal to the BBSG online portal, or by contacting the assigned BBSG warranty expert.

• Initial Complaint

  Date:10/02/2023

  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.

  This company (Builder Buyer Services Group) is supposed to take care of warranty issues within the first year of the property I purchased in September 2022. Around August, we noticed a crack in my daughters ceiling that might have been caused by water damage (which was caused by a leak in the roofing not done correctly, an issue which was resolved luckily) and since August we have tried reaching out to this company around 15 times via phone call, submitting tickets, and reaching out to friends that also use BBSG. We have left this company many voicemails and have not been given a single call back. They updated the ticket after mentioning about going to the BBB and told us to reach out to someone to fix the ceiling, so I did. The ceiling company told us due to water damage, we would have to reach out to a plumber via the BBSG. We updated our ticket, and now the issue has gone unresolved for so long, our warranty is officially up as of today and we are not confident they will be willing to resolve the issue even if the ticket is left open.
  
  This company has been very unprofessional, not attentive to the customers its supposed to be servicing, and overall feels like a scam. They haven't even done the bare minimum and we would like them to resolve the issue to completion so we don't have to contact them ever again.
  
  If this wasnt a potential mold/mildew issue in my daughters room, it wouldn't be this serious. But the lack of assistance we have gotten (even after mentioning the potential health issues) is astounding.

  Business Response

  Date: 10/05/2023

  Builder/Buyer Services Group works to administer the builder's warranty, and does not assume the builder's liability or responsibility regarding implementation. As noted by the homeowner, a roof leak was reported and was promptly addressed. Builders will typically delay water damage repairs to ensure that the leak has been properly addressed. A service request was subsequently sent to the drywall sub of record to follow up on ceiling repairs, however this was not correct drywall sub for this house and the builder is providing updated information. Once provided by the builder, the appropriate sub will be notified and the homeowner will be updated with the new information.

  There is no plumbing above the front bedroom, and damage from a plumbing leak is not a consideration.

  As commonly known in the housing industry, mold requires a continuous moisture source to grow. As this was a one time event (based on the homeowner's reporting), mold is not a consideration. If mold is observed, the affected drywall will be treated or removed and replaced as needed by the drywall sub.

  Even though the builder warranty period has closed, the builder will continue to address issues submitted during the warranty period. While the builder has 90-days to address warranty issues, there is no specified time clock in this instance. The ceiling damage is a consequence of the roof leak. As noted in the sale contract, consequential damages are not covered by the builder. Nevertheless, the builder has committed to repairing the water damage to the ceiling, and will do so as soon as reasonably possible. Updates to the status of repairs should be done via the BBSG portal for documentation purposes (i.e., by updating the status on the specific line item).

  BBSG apologizes for miscommunications regarding this issue, and will continue to monitor repair progress and report to the builder as needed.

• Initial Complaint

  Date:05/19/2023

  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.

  This company is supposed to be the liaison between my builder and me. Their customer service leaves a lot to be desired.
  
  We filled out our one year concerns that should be covered by warranty and for some reason, we didn't have someone walk through our house like we did with the other concerns. This was never communicated to us that it wouldn't be done and it would have really helped.
  
  We had some garage door issues, light was getting in the garage among other issues. It took, kid you not, ONE YEAR for someone from the garage door company to come out. I ended up getting the cell number of someone at BBSG. Someone finally came and was unable to fix the light in the garage because the original company didn't use the same materials that this new company used. It was also pointed out that the strut was completely missing from one of our garage doors. Per our contract with the builder, this is an item that should be installed! I called the contact I received from BBSG and he was very pleasant and apologetic and said my name would be on our builder's list of people to contact to fix these concerns.
  
  I waited a month and never heard anything. I messaged my contact again, and and again and he finally responded saying all warranty work had been completed. This wasn't "warranty work" this is expected any stated on my contract when the house was purchased.
  I responded and asked about the change of status as I was disappointed in no communication and then I asked how to escalate this and got no response again.

  Business Response

  Date: 06/01/2023

  As stated in the complaint, the Builder/Buyer Services Group
  (BBSG) serves as the liaison between builders and home buyers. In this
  capacity, BBSG does not assume the builder's warranty obligations, is not in a
  position to dictate policy to the builder, and is not empowered to authorize ************ ******* ****** ********** *** ******* ******** ********** *********** ** *** ******** *********** ** ************ *** ******* *** ** *** **** ******** ******** ******** ** *** **** ****** ** ********** *** ******** ****** *** ****** ******* ******** ********
  
  While in years past, the builder did provide for an on-site
  yearend inspection of reported issues, this policy was modified by the builder as
  a result of COVID protocols and on-site inspections were only done if deemed
  necessary by the builder. The complainant’s yearend service request did not
  justify an on-site inspection.
  
  The complainant is referring to two separate garage door
  issues: 1. Buckled weatherstrip allowing light into the garage, and 2. the
  addition of a strut. These issues are addressed separately below.
  
  Issue 1. The repair for the buckled weatherstrip took longer
  than needed for two reasons. First, while BBSG processed the service request
  and notified the subcontractor of work to be done in a timely fashion, the work
  was not completed by the subcontractor when scheduled. The homeowner failed to provide
  updated status when prompted by system email inquiries and the issue
  auto-closed on 11/8/21. The homeowner did not again report the issue until
  4/8/22 (the last day of the warranty period).
  
  Second, the builder ceased doing business with the
  subcontractor that originally supplied and installed the garage doors. This
  resulted in the installing subcontractor refusing to provide warranty service.
  It took a period of time for the builder to establish a new garage door
  supplier/installer, and to review and address warranty work not completed by
  the previous subcontractor. The repairs were satisfactorily done by the new
  subcontractor and the service issue was closed on 3/20/23. While BBSG, as
  liaison, notified the builder and new subcontractor multiple times of the work
  to be done, BBSG has no authority to dictate builder or subcontractor schedule, labor or resources.
  
  Issue 2. The strut referred to is actually a stiffener that
  is bolted to the back of double garage door panels to minimize sagging due to
  the weight when open. They may be applied to the back of one, some or all of
  the panels in a garage door. The variables that determine the need for struts
  are single vs double wall construction, insulated vs non-insulated, and plain
  vs decorative appliques applied to the exterior of the door that add
  significant weight. The garage door subcontractor is responsible for
  determining the need for struts (this is not a detail specified in the sale
  contract or by the builder). The complainant’s garage door is single wall
  construction, non-insulated, with no decorative appliques; struts are not
  required and the builder did not authorize further action.
  
  While not required in all circumstances, the new garage door
  supplier/installer automatically includes the struts in the price charged the
  builder, whereas the previous supplier/installer did not. Therefore, houses
  completed by the new subcontractor have struts installed, whether needed or
  not.
  
  Even though the question was never raised by the complainant
  until after the warranty period expired and even though the issue has never
  been documented in the BBSG reporting portal, BBSG invested significant time
  and energy in researching the strut issue and in dialoguing with the builder
  and subcontractor. Bottom line: struts are not required for the proper
  operation of the complainant’s garage door, and the complainant never paid for
  struts (as they were never purchased by the builder and therefore not included
  in the purchase price of the house).
  
  As liaison, BBSG has gone above and beyond the level of
  services paid for by the builder in order to help bring understanding and
  resolution to the strut issue. The complainant has been given a price to have
  struts installed by the new garage door supplier/installer, but has declined to
  pay for them.
  
  For the record, the complainant filed 13 service requests through
  BBSG with 42 line items during the warranty period. During the same time frame,
  the average number of service requests filed by other homeowners with this
  builder was 7.9, with an average of 26.7 line items.

  Customer Answer

  Date: 06/12/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response for many reasons. But it's all pretty black and white:

  -If an on-site inspection is not warranted, this should be communicated (again, communication with this business is lacking)

  -Issue 1 - per agreement, we have one year to report issues, the issue was reported within the time frame, the rest is irrelevant nitpicking

  -Second - the time it took for the builder to establish a new relationship with a new company is NOT the buyer's fault, and again, no communication regarding this issue was shared (again, communication with this business is lacking)

  -Issue 2 - ONE garage door has the necessary part and ONE garage door doesn't, this is again, black and white.  A piece of the garage door that WE PAID FOR is missing and they will not fix.  The rest of the excuses are just that - excuses.

  -Again, how would I know that "significant time and energy" has been put forth when no one would respond to me?  Their website, as well as their call center, doesn't give departments, or titles, only names of the employees so you have no idea who to ask for, and I have images of text messages from someone who reached out after the year mark of the first garage door issue.  (again, communication with this business is lacking)

  This is saddening, because the response justifies that conversation would have helped because it doesn't make sense that ONE garage door has a strut and ONE doesn't?  I'm sure a clearly headed individual would understand this situation simply.

  -Yes, we have not paid for this part as we were waiting to BBSG and our builder to ethically do the right thing.  Now that we see they will not, we will have to pay for it ourselves,  Thanks for reminding those reading this, about that.

  -Thank you, for the record of our service requests, it's in poor taste to try and discredit a complainant based on the mistakes of the builder?  But clearly you don't do business ethically or rationally.

   

  Best of luck to you in the future.  Lessons have been learned here.  Always get a full home inspection on a new house for those reading!

  
  
  
  
  ********
  
  ******* *******

  Business Response

  Date: 06/22/2023

  Again, BBSG is neither the builder nor the warrantor for the
  complainant. Concerns regarding the builder’s policies, policy changes, and
  policy implementation should be directed to the builder.
  
  As noted in the previous response, the “missing component”
  referred to by the complainant is a stiffener that is bolted to the back of
  double garage door panels to minimize sagging due to the weight when open. If needed
  at all, the stiffener is applied to the back of one, some or all of the panels
  in a garage door, depending on the door weight. They are seldom provided on
  single garage doors.
  
  The additional fact shared by the complainant
  that one door has a stiffener and one door does not indicates that a stiffener
  was applied to the double door and none to the single garage door. This is a
  common configuration in new home construction. Nevertheless, if the complainant
  believes they paid for additional stiffeners, they will need to direct their
  concerns to the builder as BBSG is neither privy to the sale contract (or subsequent
  change orders), nor empowered to initiate non-warranty modifications or repairs
  on behalf of the builder.