Complaints

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• Initial Complaint

  Date:03/26/2023

  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 paid $269,900 for our house which was a new build, ******* Customs was the builder, I have no idea how much he was paid by the developer. We closed on 03/30/2022, our floors have dropped a 1/2 inch as of 03/13/2023. He will not repair them or answer any emails about repairing them even though he saaid he would fix them when he came out on 12/13/2022

  Business Response

  Date: 03/27/2023

  Good morning 

  attached is a copy of the Engineered Stamp copy of the floor system, a copy of the ************** minimum floor joist span per table *****, and a copy for the *** 6 year warranty Coverage 

  I meet with Mrs ***** in regards to a dip in her floor system.  i did note that there was approximately a 3/8'' of a dip in a 48'' area.  I explained to her that this was NOT a warranty item and the floor system was installed to ** Building code specifications, inspected, and signed off by ******************************************** Department.

  I stated that I could install an addition support gridder for an Additional Fee.  I opted not to engage in this additional quote or repair 

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19851664
  
  I am rejecting this response because:

  The floors have clearly dropped more since the builder was here in December. At that time he said this was not covered under warranty but, HE hasn't been back and the floors have dropped more. They are now down a HALF INCH in LESS than a 48 inch area. He just doesn't want to do the work involved in repairing it as it is not a simple repair. I sent him the same pictures I sent in with this complaint showing the larger drop. He also never came to replace the window that cracked either, he said he would repair that too. According to the warranty I was GIVEN BY HIS AGENT at time of closing the windows ARE covered under warranty. He just doesn't want to repair it either. He clearly is refusing to honor the warranty and is unable to stand by his work. 

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

  Business Response

  Date: 03/30/2023

  No further action will be taken 

  The floors were installed per the standards set forth by the ** Building code and by the Engineer on record 

  The picture clearly show there the drop is 3/8 of and inch in les then 4ft 

  In re guards to the window.

  There IS NO WARRANTY for cracked window after the walk thru.

  The window operates and functions as the manufacture intended.