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:03/05/2025

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23022543
  
  I am rejecting this response because: these are not true statements. The riders were NOT painted because *** called him away to work on another house. See pictures attached

   

  I did not abuse the counter in the master bath. I had a handyman come and reseal it because it was separating from the wall. Upon his further inspection, realized that the vanity was never attached to the wall PROPERLY.

  As for the stair treads and *********, the day the subcontractor showed up at my house to paint the stairs,  I asked him if there was anything he could do, to get the ******** and the stairs treads and Flooring a closer match. He proceeded to take a piece of sandpaper, gently sand, the ******** from head to toe, which took about two minutes, He then ran out to his truck, got a mini wax stain, rubbed it all over the ******** post (only the post)), and as you will see in the photographs contained, it was a a much better match. He called his supervisor, *****, and I spoke with her on the phone. She related to me that according to her records (she was overseeing the project and remembered the incident), the records that she had regarding this matter, she found that the worker they had sent to stain the yreads and *********, treads,, contacted ***** and told her that the ******** did not match the floor at all. They were different colors. I was standing there when he made the call. He put ***** on the phone with me eventually. ***** told me twice they called, and sent emails to K builders explaining that the color was not even close for the ******** and stairs to the color of the flooring. after they called and explained about the stain they had recommended and the stain that Ajaks used. They were told to do what was on the sheet. I have tried to contract *****, but when I call now, she doesnt answer the phone Gee, I wonder why. also, as  you will see in the attached photographs the proof. Also for the fireplace, see the photograph of the blueprints for the house that we signed off on that clearly states a 12 inch hearth on my fireplace. ****** PROMISED TO  TAKE CARE OF THIS. Then, he left the company because he was tired of having to be dishonest with homeowners about repairs. We lived in ****** at the time and did not have the opportunity to fly here once a week and babysit the construction of our home. However, we did fly out when the design center was completed to pick out our cabinets flooring, etc. We worked with *****. When it came to the fireplace, I had asked her what my choices were for facing. she said that usually when someone builds a fireplace (unless they specifically ask for something different),  the fireplace is built with whatever material is on the front of the house and I was grateful because it was brick just like I wanted. She could not find a sample of the brick. She said to me, ********* why dont you go ahead and pick out something else in the event that we cannot do the facing in brick. I am not sure because I  do not have samples yet. The only samples I have or are of stone. She said she would get back to me if there was a problem. She did not get back to me. We assumed we would get what we ordered. This whole thing is ridiculous. Its just a bunch of untruths on their part in order to not take responsibility financially for what will be a very expensive undertaking. And I did pay for a fireplace. They are not standard in the homes. So what was that remark about from Kay Builders? Our front porch and small walkway were in horrible condition when we went through our walk-through. ******, who was the ** at the time for the construction, mentioned that he was going to send people over there to our house to break up the cement and pour a new walkway and a new porch. The only problem was, that when they tore up the porch they also tore up the framing around the bottom of my entryway outside, and took out a chunk of the walkway leading up to the front door. K was contacted many times and we never received a date for the repairs until I wrote a complaint to the Better Business Bureau. They did fix the trim around the base of my porch since then but not the walkway where the big chunk that is missing from the walkway.  Please see photos. it. In fact, it is still broken. again, there are pictures to back up my statements. All I want is what I paid for in a timely manner that should not be too much 4K to handle. I know this is a bit wordy, but there was a lot to explain. Also, our ceiling never got painted, and it will be obvious in the pictures of the stairs or painted only with primer. Again, and they did send someone out here to paint them. They were called away and he had only done two of the stairstep. So yes, they sent people out however, when they did, the people they sent caused more damage to my home. I hope we can work this out because my husband and I chose ************ and Kay Builders for our forever home. It is the least they can do to make good on the deal.
  
  Regards,
  
  ********* *****
  
  
  
  
  
  
  
  

  
  hutter on the front of our house that was never repaired. Our front porch was poured badly, and was repoured. However when they tore up the old concrete, they tore up the siding on the house and that was never repaired either. The master bath vanity was damaged. *** replaced this with ANOTHER damaged one. Also the vanity top was never glued to the cabinets and began to come away from the wall. Again, no response from *** for resolution. The same with our kitchen cabinets. The cabinets were not installed properly where the dishwasher is and as a result, the cabinets are coming away from the wall. No one returns calls or emails and hasnt now for 2.5 years. We had formally contacted warranty company and followed the steps contained in our contact to no avail. Worst quality service. Worst customer service. Worst quality craftsmanship.

  Business Response

  Date: 03/19/2025

  Customers home was constructed and completed receiving all that was paid for.
  Customers claim that ********************** refuses to answer emails is false.  Our files are full of email correspondence with the customer and service calls to the home.
  Fireplace. 
  Customer states Brick Fireplace with raised hearth and brought up during walk through.  Neither is true. 
  
  Customer signed as receiving and aware of structural options list.  Raised hearth is on the list as an option but was not ordered or paid for by the customer.
  
  Addendum Line 6 signed by the customer.  Fireplace Stone to ceiling. Limestone mantle.
  
  Change Order #2. Line 25. Signed by the customer.  Upgrade Mantle to Ozark Wood Shelf in distressed Knotty Alder. Stained Provencal Minwax coordinating Hazelnut flooring ilo Limestone Mantle(Addendum)
  
  Colors Selection Sheet  Signed by Customer.
  Fireplace: Stone with Limestone Mantle, Allegheny Limestone, Provia Limestone, Mesa Paletta.
  Other: Provencal stain, Ozark Mantle, Knotty Alder.
  First Floor Plan has generic detail of a raised hearth for those who order one.  However, Customer did not order or pay for a raised hearth.
  
  Pre-Settlement Walk Through Orientation.
  List item #3.  Add Mantle (Wood) & Stone Hearth. Received wood mantle and stone hearth. Customer signed off completed. Nothing about raised hearth.
  
  Stairs and Flooring.
  Customer States Stairs supposed to best match floor color.  Customer says  understand that it is nearly impossible to have an exact match, is not what they expected.
  
  
  Recommended stain by the flooring manufacture (****) to coordinate with the flooring. Minwax Provencal. 
  Addendum. Signed by Customer.
                Line #3. Add Oak Steps. Painted Risers.
  
  Colors Selection Signed by Customer.
                Stairs
              Treads: Provencal Minwax Coordinate with Flooring.
              Handrail: Provencal Minwax Coordinate with Flooring.
              Spindles: Provencal Minwax ** ***** #**** Repeating.
                             Risers: Painted.
                            Flooring
  Foyer, Ext foyer, Kitchen, **************** Dining Rm, Bedrooms, Study Flex Rm.
  
  Painting vendor service call touch up risers informed the customer again that the stair stain color is not a 100% match to the hardwood floor.  The stain color recommended by **** are to coordinate with flooring not exact match.
  
  Pre-Settlement Walk Through Orientation.  No mention of color differential.
  **** ** 581 All In II 3.25 Std. Hazelnut #***.
  
                        Customer states Hole in shutter.  Completed.
  
                        Customer states Front porch concrete replaced damaged siding flashing. Siding vendor scheduled to complete this week weather permitting.
  
                       Customer states Master Bath Vanity damaged.  Has been replaced.
  
                      Customer states Vanity top was never glued to the cabinet began to come away from the wall.  Picture customer sent clearly shows glue and sealant was used. Pulling away from wall due to misuse.
  
                     Customer states cabinets were not installed properly. Cabinet manufacturer completed two service calls.  Also the installer completed service appointments.
  
                    Customer states had formally contacted the warranty company following steps outlined in the warranty agreement.  Customer signed agreement of sale contract.  Page 9 of the agreement. 8. a,b,c,d,e.  Buyer signed agreed to enrolment in the *** Warranty Program, including procedures to follow for disputes that arise under the warranty.  Buyer agreed to submit all claims against in compliance with the terms and conditions of the *** Warranty Program.  Customer was provided with a copy of the *** Warranty Agreement booklet prior to purchase. The warranty booklet clearly outlines coverages under the warranty including Definitions page 1. Exclusions pages 2 & 3.  General Terms and Conditions pages 4 &5.  Warranty Standards pages 6 14.  Complaint and Claim Procedures pages 15 &16.
  
  Kay Builders was not aware of the customer formally contacting *** Warranty Program.

  Business Response

  Date: 04/02/2025

  Kay Builders has reviewed the information.
  
  We are sorry the customer remains in disagreement. 
  
  However, our March 19, 2025 reply remains unchanged.
  

  Customer Answer

  Date: 04/03/2025

  Im sorry I dont know how I sent that. Lets try this again. Here are the photos with descriptions. 

  *Blueprint clearly shows 12 hearth. Fireplaces and hearths are not included, they are an upgrade$

  

  
  

  * treads/*********/flooring

  I was told by the employee of Ajax, who did the painting and staining at the stairs, have a green base, and the floor has a red base. He lightly sandpaper the pole, ran out to his truck and grabbed a mini wax and rubbed a bit on quickly and we had a match. You proceeded to call ***** at Ajax and let her know he was going to be about an hour, touching up the risers and the ********. She would not permit this. She said in the very beginning, Kay Builders was called by her personally two times. Each time she tried to explain that the stain they wanted to use on the stairs was not going to be anything close to what it was on the floors. *****. *** refused to pay for it.

  
  

  
  

  
  

  from my iPhone

   

  Sent from my iPhone

  
  
  from my iPhone

   

  Ajacks is the name of the painting company. The contact name is *****. *** sent them to touch up the risers and ceiling both times and never finished the job. This is primer

  
  

  
  

  Master bathroom vanity top was replaced once however, when it was being replaced, they chipped it in two places.

  
  

  
  

  Entry siding and walkway damaged by the guy who came to dig up and pour cement on front porch. While the young man was breaking up the cement with a jackhammer, he took a big chunk out of my walkway. He also chewed up the siding on both sides of the porch. We did notify ***.  We were not contacted for a date to expect a repair until Friday, March 21,  the siding was repaired but not the walkway.

  walkway was in need of replacement. KAY builders did send a gentleman to use a jackhammer to.

  
  

  Sent from my iPhone

  This should be the third of 3 pages

  
  

  Ceiling and risers were never finished. What you are seeing  is primer. Therewas so much painting that had to be done throughout the house, they were supposed to come back the next day and when they finally did (2 years later), they had to leave early to go to another job

   This is the master bath vanity top. The first one was damaged so badly it needed to be replaced, K did send someone to replace this, and when they did replace it, they chipped to places in it. I had not heard anything from them since.
  

  
  

  The last three pictures on the second page are of the damage *** repair guys did while trying to do a simple procedure. Like the master bath, they left my house in worse condition than it had been.

  
  

  
  

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** **********
  
  

  Business Response

  Date: 02/20/2025

  The customer was not charged for the second zone even though contractually, we are allowed to do so.
  
  We missed charging them for the upgrade to the heat pump on the second zone which is why we had to request the $2000 payment.  It was caught late, but there is no reason for the customer to expect to get this item for free.  
  
  There is no documentation to remove the drop zone as it was a late request.  Most builders do not allow changes lead in the process. We tried to accommodate, but it was too late.
  

• Initial Complaint

  Date:05/01/2024

  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.

  Year end service continues to be open after 1 full year of the communications with Kay Builders. Kay Builders keeps sending people out without proper material causing us to have to stay home and miss work. The behavior shows no regard to customers and having to constantly return to our home. The following is a highlight of the issues are there and have not been fixed despite being reported more than a year ago: 1- Water in the basement from two different location in the front. *** needs to put a threshold which is a small piece of wood and have not done so in 6 trips and over a year later (issue was even reported prior the the year end service. 2- Basement door has been leaking water as well. It is installed incorrectly. **** both water issues might cause major future issues due to water damage of the wood, subfloor and flooring. 3- Missing screen door for the kitchen sliding door, since this has to be ordered from their vendor, we don't a way to order it. 4- Cracks and doors that do not close properly .... *** patches things to get them off the list and then the issue arise again in the same spot a few days layer. Poor quality is evident, constant miscommunications within Kay builders making me miss work to be here and then they show up without material. Every time I am scheduled a maintenance visit, one of the resources does not show up. This happened now every single time and the excuses vary. While I understand things happen, but, they are batting 1000 in this regard.

  Business Response

  Date: 05/30/2024

  As replied previously appointments scheduled for May 1 & 2 working on a list of items.
  Customer brought up another list of items.  Kay Builders in process of scheduling 2 more days, July 18 & ************************************************************************************************************** Fridays.
  Two exterior door thresholds ordered and received. Kay Builders Tech will squeeze in coming over to replace the thresholds sooner than the July dates. 
  Kay Builders has had a Waterproofing vendor injection repair 2 foundation cracks.  Most recently the Siding vendor was there with our team regarding water infiltration at the top of the foundation under the cement board siding. Rather than applying a sealant it was decided to schedule to remove lower panel of cement board siding, install flashing then re-install the siding. This will be scheduled same time as the July appointments.
  Walk out Basement door.  Customer has added stone around the walkout area covering portions of the door ******, flashing and siding. Doing so voids warranty coverage regarding water infiltration at the door.  However, Kay Builders Service Team did what they could for a waterproofing repair at the door.  Since then calls to the customer advised there has not been any new water infiltration.
  Screen door item completed.
  Customer submitted an end of first year list of miscellaneous items. Three days were scheduled August 23, 24, 25/2023 to address warranted items on the list. A multitude of items were completed.
  Among other things the three days included wall and ceiling settlement cracks and nail pops which are normal for new home gypsum wall board construction.
  Repair for Wall/ceiling settlement cracks and pops that were beyond the warranty standard tolerance were repaired one time under the warranty.
  A new home is constructed by human beings consisting of over 3000 parts many of which are natural products such as lumber that comes from trees. As the home goes through the seasons with heating and cooling, temperature and humidity changes in the home it is normal for building materials to begin drying out causing settlement and shrinkage to take place.  Customer claims of poor quality is not correct.
  The new home will continue to go through shrinkage and settlement over time causing more drywall cracks.  This is normal and considered part of homeowner maintenance to repair, customers usually do this at the same time when they begin repainting each room.
  Customer mentions maintenance. The Builder does not provide maintenance of the home.  Rather, Builder will repair items that are Warranted under the terms of the Quality Builders Warranty (***) copy of which was provided to the customer prior to purchase.
  Customer signed Agreement of Sale Contract that includes agreement by the buyer to submit all claims that arise against the seller in compliance with the terms and conditions of the Quality Builders Warranty (***).  *** Warranty includes a provision that requires all disputes that arise under the warranty to be submitted to binding arbitration. For this reason we do not know why the customer chooses not to follow the procedures outlined in the *** Warranty Agreement booklet that was supplied to the customer prior to purchase.
  ********************** will contact the customer for confirmation of next appointments.

• Initial Complaint

  Date:05/01/2024

  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 bought the house from this builder over a year ago for $450k plus. Brand new construction. since we moved in there were plenty of things that were wrong in the house and the property. We reached out to the builder for our concerns. Poor craftsmanship work was done and it wasnt what was promised to us in the buying process. We have been going back and forth about the concerns. They sent a repair guy and he came to check certain things and did minor touch-*** and said he would come back with other tools and its been a year those repairs are still pending. Now, they were supposed to do year-end warranty repairs and we reached out for those over 7-8 months ago they sent a guy for one or two things and the rest is still pending. No email responses or anything from the builder. Our house is all patched up on the inside because they havent finished the work and there are plenty of others that need to be taken care of as well. I would appreciate it if BBB could help us to get a resolution and aware other buyers that are gonna deal with these builders. I have all the emails that i sent and yet to hear a response.No Quality work at all. No craftsmanship. Cheap material. Poor communication. I have no words.

  Business Response

  Date: 05/30/2024

  Customer settled on their new home May 20, 2022.  Prior to settlement the customer had an opportunity to tour the home during a scheduled Pre-Settlement Walk Through Orientation. Kay Builders Construction Manager conducted the Walk Through demonstrating function of important mechanical items.  During that time customer had the opportunity to view the home identifying any areas that *** have needed minor corrective measures paying close attention to check for any damaged type items.  This is critical because after taking possession of the home it is impossible to determine if damages occurred before or after moving in. Damaged items are excluded from coverage under the warranty.
  Items listed on the Pre-Settlement Walk Through Orientation document have all been completed and signed off by the customer.
  A new home is constructed by human beings with many natural products such as lumber that comes from trees. As the home goes through the seasons with heating and cooling, temperature and humidity changes in the home it is normal for building materials to begin drying out causing settlement and shrinkage to take place.
  Customer claims of poor craftsmanship and cheap materials is erroneous.
  It is not unusual with new construction for items to arise post settlement.
  Kay Builders has been responsive to the customer submitted warranty request items, in person inspections evaluating and completing warranted items.
  Customer submitted an end of first year list of miscellaneous items. Three days scheduled this past December 2023 to address warranted items. During that time 30 items were completed.  For the customer to say it has been over a year with only 2 items completed is incorrect.
  Among other things the three days included wall and ceiling settlement cracks and nail pops which are normal for new home gypsum wall board. Drywall vendor was scheduled for two days. Day 1 for spackling and Day 2 for sanding followed by Kay Builders touch up spackled areas. However, customer pointed out more wall/ceiling areas each day more than 50% of which where within the warranty standard tolerance and not warranted.As a courtesy Kay Builders went above and beyond for the customer.  Since more items were still being added on day 3 certain areas of the ceiling were not able to be sanded and painted during the time period.  Since that time Kay Builders scheduled for the Painter to come back and address painting those areas.
  Under the Warranty wall/ceiling settlement cracks and pops that are beyond the standard tolerance are repaired one time.
  The new home will continue to go through shrinkage and settlement over time causing more drywall cracks this is normal and considered part of homeowner maintenance to repair, customers usually do this at the same time when they begin repainting each room.
  Additional items submitted by the customer were inspected May 15th just two weeks ago. Those items are currently being reviewed. Kay Builders will be in touch with the customer for scheduling of items that are warranted.

• Initial Complaint

  Date:04/11/2024

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21561741
  
  I am rejecting this response because: 

  The substandard quality of the roofs installed in this an many other communities built by Kay Builders is reprehensible. The home 'warrantee' was a complete sham and provided no benefit. All attempts to utilize this were met with denials. I will allow you an opportunity to rectify this situation. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/30/2024

  Customer settled on the home November *******.  12 years ago.
  
  Builders Warranty through Quality Builders Warranty (***) has completely expired.
  
  Warranty period for workmanship of installed roofing shingles was for the first year.  First year warranty expired 11 years ago.  November 16, 2013.
  
  The roofer came back completing repairs January 8 & 21, 2013.
  
  Previous repairs do not extend the warranty period. 
  
  Attached copy of the *** Warranty.
  
  *** Warranty Enrollment Number: 476995.
  
  *** page 7. First year warranty.  Roofing.
  *** pages 4&5. C. General Conditions. 4. Actions taken to repair do not extend specified warranty periods of coverage.  Additionally, failure to discover a defect during applicable warranty period will not extend warranty coverage even if the alleged defect was a latent defect.
  
  Roof shingle manufacture has product warranty.  Customer would have to contact the manufacture directly to inquire as to manufactures warranty.
  
  Shingle Manufacture / Type / Color
  IKO / Cambridge 3 Tab / Weatherwood
  
  Buyer signed an Agreement of Sale Contract.  Copy Attached.
  
  Agreement Pages 7 & 8.  8. Seller Warranties. C. Buyer agrees to the enrollment in *** program including a provision requiring all disputes that arise under the limited warranty be submitted to binding arbitration.  E. ***** shall submit all claims against the seller in compliance with the *** Warranty program.  We have no record of claims submitted to *** during the Warranty period.
  
  Because of all of the above, no further action will be taken by Kay Builders.

• Initial Complaint

  Date:02/18/2024

  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 purchased a new house from Kay Builders and we closed April '22. As per the agreement, a year later, we sent a list of the items that need to be fixed. All items were supposed to be fixed when the technicians came in the week ending on 8/25/2023. The techs got called by the office for emergency and did not even make a major dent in the required work, also, they were missing material. After being ignored by the Kaybuilders office for a while, they said the next available techs will not be available until mid October (came end of Oct.). Again, the same thing happened where the techs shows up without the needed material and also did not fix some of the major issues. Again I contacted Kaybuilders and was ignored for a while. The standard response after a while is "we will get back to you soon" and then get ignored again. On Dec. 2nd, 2023 (a month after *** said they will get back to me soon) I sent another reminder to Kaybuilders and 10 days later I got a response saying we will get back to you shortly. Some communications with *** happened on Dec. 27th where they tried to get out of doing some of the work, only to be ignored again till ***. 10. *** sent someone to evaluate on January 18th, and again got ignored after and no response from ***. I sent them another reminder on February 8th, and February 14th only to get a response back on Feb. 16th saying we will get back to me This builder does nothing but delay and try to get out of work. Some of the items in the list are major: 1- Water leak from the front door to the basement, this caused damage to the floor and possibly further damage to the wood framing of the house. 2- Water leak from the basement door, this was reported months before the 1 year warranty, still not fixed and most likely the frame is now damaged. 3- Water leak on the wall of the basement, the tech thought they fixed it but it leaked. *** is trying to get out of this one but the issue reported was the leak and that was not fixed.

  Business Response

  Date: 03/11/2024

  Reply to customers complaints.
  Customer submitted list of first year items as requested.  Item list was inspected May 16, 2023.  Appointments to begin work for warranted items August 23, 24, 25, 2023.  There were a lot of drywall settlement items.  Not all were completed.  Non-drywall items were started August 24, 2023, needing to continue.  Kay Builders has been responsive to the customer with reply each time he contacted. January 16, 2024 Kay Builders Warranty Manager met with the customer to review items that remain to remain to be completed and all items of concern.  February 19, 2024 appointments were scheduled for May 1 & 2, 2024 for the purpose of continuing with completion of warranted items on customers year end list.  In reply to the three items customer listed here.  1. Water infiltration bottom of front door during wind driven rain. Replacement threshold has been ordered.  2. Water infiltration Basement walk out door.  Replacement threshold has been ordered.  3. ******************* crack moisture.  This is a new item.  There was another foundation crack at a different location and repaired by injection on 9/19/23. The new crack is beyond the warranty period.  However, Kay Builders has contacted a Waterproofing Vendor who will call and schedule direct with the customer.  

• Initial Complaint

  Date:12/17/2023

  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.

  There definitely seemed like more than just two homes had the first repair that I mentioned.  Even if it was only two, Kay told us just now that the roofing company should have fixed what they said was wrong, but they weren't notified until last week (so it was still an outstanding issue for two years).  
  
  Additionally, Kay came to my home and said the repairs will be made, but I'm not comfortable with the case being closed until the actual repairs are completed.  I just don't want to be forgotten again.

  told us that December was very busy for them, even though we’d been trying to contact them for months, and that they’d contact us to set up the repair. That was TWO YEARS AGO. Despite repeated attempts, we haven’t heard a peep from Kay since that home visit in December 2021. Also, another original punch list item either wasn’t fixed at all or not satisfactorily. When we turned on the water in an upstairs bathroom, the closet in the office right below that bathroom would leak, with water pouring from the closet doorframe. Kay came and fixed it (I guess), but now we found black mold (*************)! Either the leaking stopped but the previous problem caused the mold, or the bathtub is still leaking. Either way, it needs to be checked and the mold addressed and removed. These were original warranty items and they have yet to be fixed after being in the house for five years. We haven’t even heard from Kay in two years. We’ve been extremely patient but enough is enough.

  Business Response

  Date: 12/21/2023

  Incorrect information was spread by neighbors that Kay Builders was going to work on all homes with bay windows.  There were two homes with brick fronts that were determined to change from standard flashing to through wall flashing.  December 2021 inspection found a gap in roof flashing at the front left cricket. Roofing vendor was notified for repair. No further reports of water infiltration until now lead to believe the repair was successfully completed.  Second item.  Report of a water stain ceiling located in the first floor Office Room closet that has a Bathroom above.  Appointment with the customer has been scheduled for December 22, 2023 for inspection / evaluation of both items.  The Customer will be advised in writing of the determinations.

• Initial Complaint

  Date:10/13/2023

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I saw the response back to my complaint and thought this company would have the decency to reach out to me directly and fix this and they haven't. I sent an email while I have attached to the files on Tuesday 11/14/2023 and still no reply or acknowledgment. This is the part that truly upsets me, this company has taken my money and didn't delivery what we contractually agreed upon and I am the one being dismissed and ignored. Business is not conducted like this. I want a date on when the front of my home will be completed correctly. 
  
  Regards,
  
  *************************
  se. As I am looking I realized that my home looks different than my prints and I should have all brick not a ***** or a piece of wood. I send ********************* an email on 07/25/23 stating this with picture to show. We go back and forth via email because I explained my frustrations about how unethical and deceitful that are by never mentioning this change. Essentially, I told them I want what I paid for which is what my prints reflect. ********************* email back Ok, will do on 07/25/23 and that was the last I heard from him. I have attempted to email 4 time after and no response. There is no phone number to speak to a person, they have completely dismissed me and every attempt I have made to have them resolve this issue. They are unethical, dismissive and dishonest. I just want what I paid for and my prints is a a brick entry way. They have been handsomely compensated to do this job. All conversations were via email which I can supply.

  Business Response

  Date: 11/06/2023

  Prior to July 29, 2022 settlement date the customer was provided the opportunity to do a Pre-Settlement Walk Through Orientation on July 26, 2022 with the Construction Supervisor at the time. 
  During that walk through 12 items were noted needing attention.  One of the items noted was ***** missing over the front door.  April 2023 the installer put in a section white **** trim board.  **** trim provides long-term value, trusted durability and flexibility.  Unlike wood **** trim does not need paint or stain for protection.  **** has exceptional resistance to moisture, no matter what the climate and is maintenance free.  The **** product is 100% protected inside and out from both water exposure and absorption.  **** is a durable cellular PVC product that delivers long lasting protection for homeowners.
  In May 2023 Kay Builders VP of Operations came by for another item and noticed that installation of the **** was completed.  However, he did not like how it was done and told the installer to come back and change it. He wanted the arch to be cut bigger, so it could be dropped down at least an inch so it would cover the steel lentil.  The installer came back but still not correct causing it to be out of level.
  Customer advised wanted the finished product to be consistent with the rendering displayed on the Front Elevation drawing that depicts brick with no decorative trim.  Kay Builders VP of Operations agreed to have this done.  Kay Builders taking exception to customers comments of deceit and being unethical after only trying to have the exterior to be more aesthetically pleasing by adding the **** trim product.
  Kay Builders will contact the customer to schedule having the brick work taken care of as the customer requested to like the drawing.

  Customer Answer

  Date: 11/30/2023

  This is the last email sent in 07/25/2023 that Kay Builders representative by the name of ***********************. I wrote to him that rectifying this matter is fine. I want the layout my prints reflect and he stated “Ok. Will do.” This is the last email he sent me. I have reached out on countless occasion to find out when the work will be done and have received no response. In the response to my complaint, they stated they would reach out and didn't. I sent an email two weeks ago and still no response. 

  Business Response

  Date: 12/22/2023

  Kay Builders has contacted the Brick Mason, and the brick is ordered.
  The Mason will remove the ***** and install brick above the front door.  When completed it will conform with the plan rendering.  Scheduled for the week of January 8, 2024, weather permitting.

  Customer Answer

  Date: 01/05/2024

  The company has not reached out to me. The only communication I have received is what was sent on the BBB website. I am still waiting to hear from someone about when the work will be completed. 

  Customer Answer

  Date: 02/02/2024

  Hello, 

  It has been almost a month and I still have not gotten any updates as to when the front of my will be fixed and no one has reached out from this company to update me on anything. Since the 5th has came and left, when will the work be completed. 

  Business Response

  Date: 02/05/2024

  Our Brick Mason Vendor was given customer's contact information to advise if weather conditions were not going to be favorable for best results installation of Brick and Mortar schedule for a different day.  He should have called the customer.  Weather forecast is more favorable this week.  Brick Mason will remove the *****, install Brick Wednesday 2/7/24 & Thursday 2/8/24.  If anything were to change he has the customers number to call.  

• Initial Complaint

  Date:09/12/2023

  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.

  Thank you very much for the reply. Interesting, that the developer Kay Builders keeps stating the standing water was caused by our deck and steps. I have photos, and emails, sent to Kay Builders from before the deck was constructed that show the recess in the backyard that filled with water every time it rained.  But, Kay Builders does not want to take responsibility and keeps stating our deck is the cause of the standing water. So, we are going to take care of the problem, caused by Kay Builders not grading the backyard correctly from the beginning, next Spring. It is unfortunate that Kay Builders does not stand behind their construction and do things right from the beginning, or right them when identified as needing correction. It has been two years and the back common ground just was cleared of mountains of dirt and large stone. We residents are trying to make the most of it and move on with life, which is probably what Kay Builders is hoping. kyards. Grading issue has not been resolved. HAVE SENT MULTIPLE pictures with history of issues since January 2022.

  Business Response

  Date: 10/27/2023

  My Supervisor at Kay Builders VP of Operations advise me late last night that he spoke with the customer outside at her home a few days ago.  He advised the customer that Kay Builders is working on completing items.  Customer told him that she is having a pervious paver patio installed underneath her deck steps, so that should take care of water that stands in that area which was caused by the addition of their deck and steps.
  
  He advised the customer that Kay Builders is having our Landscaper remove the silt sock materials and will add soil and seed where silk sock will be removed in the swale.

  Regards,
  
  *****************
  Warranty Service Supervisor
  Kay Builders
  (P) ********************
  (F) ************
  
  Mobile ************
  
  *******************************
  www.KayBuilders.com

  Business Response

  Date: 10/31/2023

  We are sorry the customer remains in disagreement.
  Kay Builders answer remains unchanged.
  Work is continuing in the open common space as noted previously.

  Customer Answer

  Date: 11/01/2023

  Thank you for your diligence in communicating back and forth. Kay Builders does not get it. So, we are being positive and taking care of our own back yard (not the common space, as mentioned by Kay Builders.) **** and *****************************