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:04/21/2025

  Type:Product 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 a new home in 10/2023. In 12/2023 I noticed a cracked on the kitchen ceiling wall it was patched and repaired. In 6/2024 cracked again same location patched and repaired. In 11/2024 cracked again same spot this time part of the wall was removed and the foundation strengthened and fixed. In 04/2025 cracked for the 3rd times same spot and location

  Customer Answer

  Date: 04/21/2025

  Yes the work was under warranty

  Business Response

  Date: 04/25/2025

  StoryBook Homes contacted Mr. ***** upon receipt of the complaint and scheduled an appointment to meet at the home on 4/25/2025. To our knowledge this was the only notification we had received since the previous repair was completed.  We found the crack to be hairline in nature and to run approximately eight feet in length. After meeting with Mr. ***** we verified the crack was at the same location that had been previously repaired. The previous repair was made by removing the drywall at the cracked area, installing additional blocking and backing and then replacing the drywall. The new drywall was taped, textured and painted.

  We will begin repairs on Monday 4/28/2025 by removing a 24" wide section of the drywall the length of the crack to inspect the interior framing and trusses. We will also inspect baring points and structural hardware. We will install additional blocking and backing as needed and ensure hardware, backing, blocking and framing members are properly installed and secured. We will then install new drywall and use drywall tape and adhesives made for these types of repairs. Once the taping process has been completed we will texture and paint repairs. We estimate repairs to be completed the week of 4/28/2025. 

  Customer Answer

  Date: 04/29/2025

  This is my response to the business replied:

  You are right I did not file a repair claim last time it was repaired. That is because I had filed 3 previous claims already regarding this repair. In 12/2023, 06/2024, and 12/2024, all for the same issues crack in the ceiling same spot and location. You had tried to fixed it 3 times and every single one failed. Every time it gets repaired I had to stay home until the repair was completed. You had wasted so much of my time already. You are also right is just a hairline cracked that you failed to repair time after time. So now for the fourth time in the process of repairing this cracked hopefully this would be last time

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23230533
  
  I am rejecting this response because: 

  This is my response to the business replied:

  You are right I did not file a repair claim last time it was repaired. That is because I had filed 3 previous claims already regarding this repair. In 12/2023, 06/2024, and 12/2024, all for the same issues crack in the ceiling same spot and location. You had tried to fixed it 3 times and every single one failed. Every time it gets repaired I had to stay home until the repair was completed. You had wasted so much of my time already. You are also right is just a hairline cracked that you failed to repair time after time. So now for the fourth time in the process of repairing this cracked hopefully this would be last time

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

  Business Response

  Date: 05/14/2025

  There may have been a misunderstanding regarding the previous message. Each time Mr. ***** has reached out to StoryBook directly, regarding the crack at his ceiling, we have completed repairs to this area. Repairs completed this past week should remedy the issue. The repair requested in the complaint filed on 4/21 was completed as outlined in the previous message. The backing installed previously was removed and new blocking and additional backing and blocking were installed on 4/28. This installation was supervised by a StoryBook Production Manager. Drywall installation, taping, texturing, and painting were inspected by a StoryBook Homes ************* Representative and a Construction Manager. These repairs started on 4/29 and were completed on 5/1.  We sent a cleaning company also to clean the downstairs area of the home once repairs were completed on 5/1.  All work was completed within the week of 4/28 as previously committed. On 5/1 at 12:53 PM Mr. ***** acknowledged the work regarding this issue had been completed via our **************** Portal.  We have also informed Mr. ***** if the crack does appear again, he can contact us directly and we will assess the situation and make additional repairs as needed.
  

  Customer Answer

  Date: 05/16/2025

  You are right every time I filed a claim (4 times) regarding this issue it gets repaired. Was the repair done properly from the beginning if it was then why do I had to file it several times. I want to thank you for sending the clean up crew to clean up the mess that your repair personnel made. I also want to thank you for not appreciating the time I wasted during those failed repaired procedure. I'm not at fault at this issue it seems like I'm being blame for it not sure why.

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23230533
  
  I am rejecting this response because: You are right every time I filed a claim (4 times) regarding this issue it gets repaired. Was the repair done properly from the beginning if it was then why do I had to file it several times. I want to thank you for sending the clean up crew to clean up the mess that your repair personnel made. I also want to thank you for not appreciating the time I wasted during those failed repaired procedure. I'm not at fault at this issue it seems like I'm being blame for it not sure why.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/25/2024

  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.

  It is to have to do with the back door it is not straight and there is a gap between the door and the door frame. **** said at the one year period that is how it is built.

  Customer Answer

  Date: 07/25/2024

  This is not a duplicate it is g

  orv ******************************************* not the 8488 Amstel r very court 

  Customer Answer

  Date: 07/25/2024

  This is. Not a duplicate new issue for the other story book home at ************************************************************ I need to make a new complaint different issue 

  Business Response

  Date: 07/30/2024

  The reply from ****************** does not give more details related to his original complaint which was a plumbing item.  As ***************** did not reply to the original complaint with any relevant information,we respectfully request that this complaint is closed. Also to note, a review of public records (see deed attached) reveals that this home is no longer owned by ******************.   

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22039989
  
  I am rejecting this response because:
  
  We are not talking of the same complaint the plumbing was another issue. It has to do with Windmill creek the door is not plumb so when we put the screen door on it had gaps it was brought up to ************************* and  he said it was built that way crooked as far as the plumbing issue it was built that way kink hose and we did not catch it at the beginning in fact that location was not examine in the walk through 
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/04/2024

  We have not missed any response requests.  the original complaint from ***************** was  about a plumbing issue.  That complaint was answered.  ****************** has added to the original complaint well past the sunset of his home warranty period.  If he feels this is a warranty item, we welcome the opportunity to respond to a warranty claim filed with the builder.  Our goal is his satisfaction.  Without more information or an opportunity to examine and inspect the area of complaint we are unable to resolve through this platform.  The builder's original fit and finish warranty has expired and we are of the opinion that he no longer owns this property. 

• Initial Complaint

  Date:06/13/2024

  Type:Customer Service 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.

  Wednesday a plumber came out to fix the problem that story book on when first did the house. The drain hose was kink. So the hot water did not drain properly. And when it leaked it ruined the counter. Anyway the plumber who came out yesterday had to charge us to fix the problem Storybook and Apex plumbing did. If I knew the hose was kink I would have called sooner. So Storybook/Toll Brothers does not want to come out and look since it was just storybook. And we paid for the repairs. From the photos you can see the hose is kink and not knowing since it was under the sink.Hope you can help resolve the problem.

  Business Response

  Date: 07/05/2024

  We appreciate your communication on this matter.  It appears we did not receive your first communication and wish to provide the following information:

  The homeowner did not bring this issue to our attention until after the repair was complete, This action denied us the opportunity to review and consider repair/resolution options-which is a requirement under the original builder warranty program. The homeowner states that this issue has existed for the nearly 6 years they have owned the property. The original builder warranty period is 1 year.  When this matter was brought to our attention the warranty had been expired nearly 5 years.  It is our understanding that the property was used as a rental property for all or a significant part of their term of ownership since September 2018.  The homeowner stated that their tenants never reported the issue. The homeowner reported that this issue caused hard water residue to build up on the countertops which was also not previously reported to the homeowner or to the builder.  Our warranty service staff informed the homeowner that had we been informed when the issue first occurred, the claimed secondary damage could have been minimized or avoided. The terms of the 1-year builder warranty explain that it is a homeowner responsibility to report issues timely to allow the builder to make repairs or correct.

  
  The builder has no obligation to conduct warranty repairs after the expiration of the 1-year warranty period and even less obligation at the 5-year mark.  This claim for repairs and reimbursement were disallowed due to the length of time the issue is now reported to have existed and specifically due to the expiration of the builder warranty. 
  

   

  Business Response

  Date: 07/08/2024

  We appreciate your communication on this matter.  It appears we did not receive your first communication and wish to provide the following information:

  The homeowner did not bring this issue to our attention until after the repair was complete, This action denied us the opportunity to review and consider repair/resolution options-which is a requirement under the original builder warranty program. The homeowner states that this issue has existed for the nearly 6 years they have owned the property. The original builder warranty period is 1 year.  When this matter was brought to our attention the warranty had been expired nearly 5 years.  It is our understanding that the property was used as a rental property for all or a significant part of their term of ownership since September 2018.  The homeowner stated that their tenants never reported the issue. The homeowner reported that this issue caused hard water residue to build up on the countertops which was also not previously reported to the homeowner or to the builder.  Our warranty service staff informed the homeowner that had we been informed when the issue first occurred, the claimed secondary damage could have been minimized or avoided. The terms of the 1-year builder warranty explain that it is a homeowner responsibility to report issues timely to allow the builder to make repairs or correct.

  
  The builder has no obligation to conduct warranty repairs after the expiration of the 1-year warranty period and even less obligation at the 5-year mark.  This claim for repairs and reimbursement were disallowed due to the length of time the issue is now reported to have existed and specifically due to the expiration of the builder warranty. 

  Customer Answer

  Date: 07/23/2024

  I responseded to the complaint it was storybook home who did not reply back to BBB what was the resolution they gave as a response

  Customer Answer

  Date: 07/24/2024

  I feel that that it was hidden and was not aware that is was kink. I feel that the builder should be responsible. I know the project manager ************************* said they use cheap labor to get the job done. Anyway when we received the home the manager will did not look under the sink explain that. 

  Customer Answer

  Date: 07/25/2024

  It is to have to do with the back door it is not straight and there is a gap between the door and the door frame. **** said at the one year period that is how it is built.

  Business Response

  Date: 08/27/2024

  We previously addressed this issue and it was reported by BBB as closed.  We have no additional facts to bring to our response.  The original complaint was denied due to the expiration of the home warranty, the fact that the owner did not provide an opportunity to the builder to address the issue.  We request this case be closed.  After our initial response, the home owner brought up a second issue unrelated to the original complaint.  We are unable to address the complaint as the originator of the complaint has sold the property.  We request the second portion of the complaint be closed as well as there is no avenue to resolve for a home owned by an unrelated third party.

  Business Response

  Date: 08/27/2024

  We previously addressed this issue and it was reported by BBB as closed.  We have no additional facts to bring to our response.  The original complaint was denied due to the expiration of the home warranty, the fact that the owner did not provide an opportunity to the builder to address the issue.  We request this case be closed.  After our initial response, the home owner brought up a second issue unrelated to the original complaint.  We are unable to address the complaint as the originator of the complaint has sold the property.  We request the second portion of the complaint be closed as well as there is no avenue to resolve for a home owned by an unrelated third party.