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:08/02/2024

  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.

  [BBB Transcription via Ohio AG]

  Consumer had a new house built in 2021 by McCarthy Builders in ******, Oh. Consumer had flooring
  installed at the time the house was built. The flooring had a 5 year warranty. Consumer stated there is a
  problem with the flooring, it is buckling and falling apart and it needs to be replaced. Consumer stated
  the floor was subcontracted to ******* & Company. Consumer has reached out to both McCarthy
  Builders and ******* & Company to have the flooring replaced and is not getting a resolution.
  
  

  

  Business Response

  Date: 08/21/2024

  We have checked our service files and we saw nothing of him calling about his flooring or that we ever issued a service request.  Under the one year warranty, he did not contact us.  We do have his 1 year inspection from ******* Inspections and it mentions nothing about the flooring.  He did call us and we told him ******* & Co had gone out of business. Attached is our warranty he signed and the pages that cover his ******* Inspections.  

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

  McCarthy Builders, Inco

• Initial Complaint

  Date:10/06/2023

  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.

  We have dead bushes they planted. Have sent numerous requests to have them replaced without response. These were planted by whomever they hire to do this. Was to give our home privacy at our patio but dead trees do not grow. Only one of 4 survived.

  

  Business Response

  Date: 10/30/2023

  I'm so sorry about not responding to you!  I was very busy with our 10th check runs and just figured it was another newsletter or something from the BBB.  I really never read the subject line.

  Regarding the replacement of the dead arborites.  We do have 2 service requests in our system for the *****'s.  The first was from Noverber 2022.  If they were dead last fall, I do not know why they we're replaced then, because mid fall is the only time we plant any of the arborites or trees that McCarthy Builders supply to the homeowners are planted.  The second request was in August of this year.  I contacted the landscaping company today and they said that they had started planting new arborites at the homes that did not have them & any dead ones that needed replacing on Friday, 10/27/23 & as are supposed to finish up today Monday, 10/30/23.  To my knowledge the arborites have been replaced.  Pictures were sent to me and both sides of the ****** home have green arborites.

  Let me know if this is not completed and I'll follow up right away on this.

  ****** *********
  McCarthy Builders, Inc.

   

• Initial Complaint

  Date:08/17/2022

  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.

  We built a villa with McCarthy Builders, Inc. at the ******* ** ***** ***** *********** **** and took possession in late May, 2020. On September 14, 2020, we reported, via a service request, a musky smell in our crawl space. The individual who came out to check on the issue didn’t smell anything. The odor remained an issue. In February, 2022 I called McCarthy about wet crawl space walls behind hanging batt insulation and mold-like growth. The individual who came out said it was just condensation and not of concern. He also said we were beyond the 1 year warranty, thus any cost would be ours.
  
  We then engaged a biological monitoring service to conduct a mold survey ($750). Bottom line: the report indicated the “crawl space had extremely elevated airborne mold levels…” An April 4, 2022 letter emailed to McCarthy advised them of this contamination and requested that they remediate the mold and correct the moisture problem, as suggested in the mold survey. They sent an individual with a mold spray bottle. After no further word from McCarthy, on May 16, 2022, we engaged a mold remediation company ($4,742.10) to treat the mold (surface and air borne) and replace defective insulation. A home owners insurance claim was filed but denied because the policy specifically excludes (in part) “….inadequate or defective construction, workmanship….”
  
  Another McCarthy letter was emailed July 7, 2022 detailing work and costs of remediation. It stated that if the issue would have been appropriately addressed in September 2020, when McCarthy was alerted of the crawl space odor, the matter would not have evolved into a major health issue for our home. The letter stated it is our firm belief that these costs are the responsibility of McCarthy Builders.
  
  Other than having a worker use a $6.57 (**** ***** price) spray bottle of **** ***** on some dark stains, McCarthy has never responded to our concerns. All attachments to this complaint have previously been shared with McCa

  

  Business Response

  Date: 09/08/2022

  [BBB Transcription via Email]

  From: ****** <**************************>
  Date: Wed, Sep 7, 2022 at 3:40 PM
  Subject: Complaint ******** - ******
  To: ***************** <*****************>
  
  
  Attached is McCarthy Builders response.
  
   ****** *********
  
  McCarthy Builders
  
   ************

  [BBB Transcription via Attachment]

  September 7, 2022
  
  RE: ******’s Complaint #********
  
  McCarthy Builders, Inc. Response:
  We spent a great amount of time with this homeowner during the construction process and
  there were no issues at the time of possession. We always do a walk-through with every
  homeowner prior to taking possession of their home. Unfortunately, after a homeowner
  takes possession of the home, we have no way of controlling the humidity levels maintained
  in the home.

  Customer Answer

  Date: 09/12/2022

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

  Customer Answer

  Date: 09/12/2022

  [BBB Transcription via Email]
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  **** ****** <***************************>
  Attachments
  11:21 AM (2 minutes ago)
  to me
  
  
  RE: Complaint #********
  
  Dear ********:  Per our discussion, please attach the attached document to the above complaint.  Thank you, ****** ******
  
  
  Sincerely,
  
  
  
  **** ******

  [BBB Transcription via Attachment]

  September 12, 2022
  RE: ****** Complaint #********
  ****** Response to McCarthy Response
  McCarthy’s response indicated that a great amount of time was spent with us (homeowner) during
  construction process and there were no issues at the time of possession:
  ? ****** Response: During pre-construction discussion with ***** *****, we expressed concern
  over the method of insulating the basement and crawl space walls with interior hanging
  fiberglass batts. We wanted the traditional application of rigid foam panels to the exterior walls
  but were told we had no other option of insulating these walls. Ergo, concern was expressed.
  Further to McCarthy’s response, they indicated they do a walk through with the homeowner, which did
  occur on May 27, 2020.
  ? No concern was raised at the time of the walk through; however, just a few days later after
  moving in we mentioned a crawl space mildew-like odor to **** *****. He could not smell
  anything and told us to put the issue on the 3-Month Request for Service Call form, which we
  did and mailed it to McCarthy, Inc. A McCarthy representative followed up and stated he did
  not smell anything and discounted any issue. This continued to be a concern that we felt was
  being ignored.
  Finally, to McCarthy’s response, they indicated that they have no way to control humidity once the
  homeowner takes possession.
  ? Humidity control is not the issue. Loosely hung fiberglass batts that were improperly installed in
  the crawl space exacerbated the impact of warmer crawl space air being allowed to come in
  contact with cold crawl space walls. This led to dripping condensation, which over time
  developed mold. Humidity level was monitored by us and rarely exceeded 60%, which is
  reasonable and not excessive.
  Therefore, we stand by our original complaint and our requested resolution of financial contribution to
  our cost of fixing the poor insulation construction of the crawl space walls and to remediate the
  unhealthy environment of mold in our home.

  

  Business Response

  Date: 09/22/2022

  [BBB Transcription via Email]

  September 22, 2022
  
  RE: ******’s Complaint #********
  
  McCarthy Builders, Inc. Response:
  The statement that McCarthy Builders ignored this customer’s requests is not true. We have addressed
  on multiple occasions any and all issues raised by this customer during the construction and warranty
  periods. No claim for dampness in the crawlspace was filed during construction or the one-year
  builder’s warranty period. Nine months after the expiration of the warranty, McCarthy Builders
  investigated the customer’s complaint about foundation dampness as a goodwill gesture, in the process
  cleaning and restoring crawlspace insulation and recommending the homeowner avoid certain practices
  that could promote moisture build-up in the area.
  The homeowner’s claim during the warranty period of an odor emanating from the crawlspace and
  basement was reviewed by three McCarthy Builders employees on three separate occasions and no
  smell was detected. There is no evidence to suggest that an odor that might or might not have existed
  in mid-2020 has any connection to the current complaint.
  McCarthy Builders’ specifications for insulation installed in this and all of our products meets or exceeds
  building code standards. The claim that the foundation batting in the crawl space was improperly
  installed is false. The insulation in this home was installed by a certified contractor, inspected during
  construction and approved by the county inspection department both at the time of rough construction
  and prior to issuing an occupancy permit. It is misleading for the homeowner to infer that insulation
  building code standards and our approved installation to those standards somehow relate to their
  present claim.
  The homeowner admitted that humidity levels have exceeded 60% in their home. This is indeed a
  problem that can cause condensation. This suggests the homeowner’s humidity management practices
  might be the source of the dampness in the foundation.

  Customer Answer

  Date: 09/28/2022

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

  It is true there was no claim for dampness per se, but there
  was a claim for the mildew odor that we assert was caused by dampness, which
  was the pre cursor to the mold.  McCarthy
  employees stood outside the crawl space access and smelled only bleach odor
  emanating from our cleaning of the basement floor, which they were standing
  on.  No one actually went inside the
  crawl space to investigate.  With all due
  respect to McCarthy employees, their inability to smell and lack of exploring
  the actual crawl space allowed the problem to grow to where we had no choice
  but to hire a professional environmental specialist.
  
  McCarthy stated cleaning and restoring insulation
  happened.  We are not sure when this occurred,
  unless that when an employee sprayed some mold killer after mold was detected
  by our professional environmental specialist.  A McCarthy employee only suggested removing the insulation entirely (if
  it was his home).   There was no restoration, in fact the employee
  left with all the north wall insulation off; taken down earlier by me to reveal
  the wet walls.
  
  As to inspection of the insulation, there were two incidents
  that suggest the inspection process was flawed.  While looking into why cold air was coming in around the base of the
  fireplace, on 12/16/21, **** found a lack of insulation in the cantilever of
  the fireplace and called *******.  Then on
  1/17/22, we noticed cold air coming into the sun room along the bottom of the
  west wall.  I went into the crawl space
  and found no insulation along the entire west sill plate and partially along the
  north wall.  I called ***** at *******
  and he sent an employee out to correct the issue.  If there had been an adequate inspection, these
  insulation deficiencies should have been caught.
  
  We still believe there should be is some contribution by
  McCarthy for our need to test and remediate mold.  We feel that reimbursement of the
  professional fee for testing, which confirmed 3 types of mold, would be
  fair.  That amount is $750.
  
  
  
  Sincerely,
  
  
  
  ****** and **** ******