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:12/04/2024

  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.

  I purchased a home from Gemcraft builders in 2021 and had multiple issues with them and their poor customer service. However, the latest issue is a sinking master bedroom subfloor, which is causing the expensive luxury vinyl tiles that cover it to lift. Gemcraft refuses to address it, stating that the builder's warranty has expired. Their warranty company refuses to address it claiming that they only cover structural issues and the subfloor is not considered a structural part of the house!! Really? How does that work?

  Business Response

  Date: 12/05/2024

  This home settled on 10/29/2021 and is presently in section "C" coverage with the warranty holder ****************************************** not Gemcraft Homes.  I've attached a copy of the warranty booklet for your review. PWSC can be contacted at **************. 

   

   

   

  Business Response

  Date: 12/23/2024

  This home settled with Gemcraft Homes on 10/29/2021, the home is in section "C" coverage with ***************************************** not Gemcraft Homes. I've attached a copy of the warranty for your review. The customer did discuss this with the flooring contractor, her issue appears to be caused by lumber shrinkage in the floor joist, it's non structural and not warranted.  

  Customer Answer

  Date: 12/27/2024

  [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: 22638103
  
  I am rejecting this response because: It is very easy and convenient for Gemcraft, the builder of my home, to dismiss this problem as "her (my) issue appears to be caused by lumber shrinkage in the floor joist, it's non structural and not warranted, when they never even looked under the floor to exam what was actually going on!!! As they stated it "APPEARS to be lumber shrinkage". And assuming that that is true, does the builder bear no responsibility for the lumber shrinking to a point where the flooring starts to lift?! I have built 3 homes in my lifetime and NEVER experienced "lumber shrinkage in my floors. Additionally, It is outrageous for Gemcraft to suggest that I contact the warranty company again about this problem, which only covers structural issues, if they feel that this is not a structural issue.

  If this is a lumber shrinkage problem, it is was that a latent issue that could not be detected during the builder's warranty period but only became known afterwards. This should not be the buyer's problem but one that a reputable builder would want and should correct. This is what I am respectfully requesting of Gemcraft. 
  
  
  Regards,
  
  ******** *******-*****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 12/31/2024

  Gemcraft Homes will stand with the terms of the warranty, we have no obligation to access customers ********************** for maintenance issues or PWSC warranty claims. 

   

   

  Customer Answer

  Date: 12/31/2024

  [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: 22638103
  
  I am rejecting this response because: Pennsylvania law protects new home buyers from latent defects in new construction through an implied warranty of habitability. The law also has a 12-year statute of repose that prevents claims for latent defects in construction. The time does not begin to run until the defect is discovered. This is not the warranty company's issue to address. This is Gemcraft's issue to address per Pennsylvania law!
  
  
  Regards,
  
  ******** *******-*****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/09/2025

  The Pennsylvania statute that the customer is referring to is for habitability. The minor floor issue the customer has does not make the home inhabitable.  

  Customer Answer

  Date: 01/09/2025

  [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: 22638103
  
  I am rejecting this response because: First, I reject the premise that a sinking floor and bulging luxury vinyl tiles are minor issues! Secondly, even if the house is habitable, it is clear from the Builder's Warranty that they knew that there was a chance that the floor would sink (as they admitted that the sinking floor was probably a result of shrinking wood) so clearly there was a latent defect created due to the subpar materials they chose to use. The Builder, therefore, knew or should have known that there was a strong possibility of the floor sinking and the tiles lifting as a result. The Buyer, on the other hand, did not discover the defect until 2 years after the Builder's 1-year warranty expired on the floor and flooring! It is completely unacceptable that the Builder, who knew or should have known of this defect should refuse to correct it simply because it was not discovered by the Buyer within the very short timeframe of its 1-year warranty!!!
  
  
  Regards,
  
  ******** *******-*****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/16/2024

  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.

  My husband and I bought our home from Gemcraft Homes in 2019. Immediately, we noticed that there was shotty workmanship. At first, they came out to assist with the problems (showers were not sealed properly and leaked onto the downstairs ceiling -- they came and sealed the showers). When the laborer arrived, he mentioned that the ************ needed to be redone in the bathroom because it was already cracking. I followed up with the management and they did not come through with scheduling the work to be fixed. I followed up with the same individual about a home warranty that I found in our paperwork from closing, and he continued to tell me that we did not have a home warranty. Eventually it was escalated to corporate, I'm told by this individual, *********************, and with regular follow-*** I was never responded to. The asphalt caved in, Gemcraft did provide the name of the company, and that subcontractor fixed the issue. Because we were told that we did not have a home warranty by Gemcraft, we never were able to follow-up with issues we were finding. Additional issues that have occurred, proof that Gemcraft knew there was a severe rodent infestation in the house, tried to cover it up, and did not disclose, (we have spent $14K mitigating this issue so far), a septic system that has now failed and will cause us to put in holding tanks; costing tens of thousands AND lower the value of the home, and shotty plumbing leading to leaks and future work needed. Additionally, we found that the whole home was not sealed with caulking or sealant for wiring, piping, etc. which has provided a rodent highway in our home. We were also told that a curtain wall drain was put at the top of the property to help with water coming down off the hill and going into the crawl space when in actuality, we later learned it was a part of the plan for the septic that had failed the perc test. This home has caused endless hardship. We can provide more information and back up as needed.

  Customer Answer

  Date: 04/17/2024

  Hello,
  
  
  I'd like to remove a portion of my complaint. After further investigation, while other information is still accurate, I feel the septic issues we are facing are the result of a fallen tree and not the workmanship of Gemcraft Homes. I do feel like we were misled about the reason for the updates septic, but it's failure was not a result of the workmanship.
  
  *******************
  **********

  Business Response

  Date: 04/23/2024

  Attached is a copy of the Use and Occupancy Permit that shows that the septic system at this home was inspected and approved by the Harford ************************* Our investigation found that at much latter date this customer had a tree fall and which damaged the septic system and soils for the drainage field.

  The curtain drain is mentioned on page 3 of 17 on the attached Property Inspection Report. 

  During the renovation of this home no rodents or rodent nests were ever seen, the home was striped to the bare studs in most areas. 

  Attached is a copy of the insulation proposal  from ****** Insulation. Phase: Air Seal is foam and caulk sealing. This seals for air draft to the outside and between floors, it was sealed for air flow, not rodents. 

  Also attached is a copy of the sales contract and Maryland Property Disclaimer for your review. 

   

   

   

• Initial Complaint

  Date:06/08/2023

  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.

  I settled on my new home on December 21, 2022, following this date and moving into my home, I met with the Project Manager at the time who advised me to list any concerns and they would return to address them. My floor in the basement entering the bedroom is uneven, as with the floor in the first-floor bathroom. In addition, my floors creek incessantly, which should not in a new home. This is my fourth home built, I have never experienced so many problems and the lack of customer service and follow-up. I started my contact on 2/15/22 and followed up with another email on 2/22/22 after not receiving a follow-up (I attached a copy of my emails). Some of my concerns were addressed, however, my floors have not been addressed. They attempted to fix the floor in the basement, it is still noticeably uneven. As for the uneven floor in the bathroom, the gentleman told me he had to think of a way to fix it, and never followed up. Most recently I emailed both *** * and *** *, on April 1st, *** * said he called and left messages several times, I responded his number never appeared on my phone, nor did I ever receive a message from him or his associate. Left a message on April 3rd, with no follow-up, then left another on April 7th. April 7th, *** * texted and asked for my address again, and he said he would check the file on Monday, April 10th, I did not receive a follow-up on April 10, sent a follow-up text on April 18th, and no response to that message and no one has followed up with me to date, neither *** * nor, *** *. I have been trying to get this resolved for well over a year to no resolution. No one responds to emails, voice messages, or texts. This is very egregious to not acknowledge customer concerns and to sell a product that is not your best product. I only want my floors fixed and have more than patient, professional, and courteous in my communication with staff within Gemcraft. Senior leadership was also included on most emails.

  Business Response

  Date: 06/27/2023

  I have attached a copy of the home owners post settlement list that was signed completed on 9/27/23 by ******************************** 

  The home is no longer in warranty expiring 12/30/2022. 

  Customer Answer

  Date: 06/28/2023

  [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:
  
  Using the attachment they included, you clearly see the items related to the flooring have No, listed adjacent to them because the work was not done, and R initialed next to it and I put the No, because those were the items he said he needed to ponder on how to fix.  I signed below for the items that were fixed per *s request not knowing they would later be *** or notable to applying it to the entire list.  I specifically asked * about my reservations of signing the document of completion given the floors were not addressed, that is why he noted No next to the flooring items.  This company is AWFUL!
  Regards,
  
  *******************************
  

  Business Response

  Date: 08/22/2023

  Sorry it took longer then expected the respond I need the get the service manager to weigh in on the response since he was dealing with the ********* list.  Here is his answer to the items that were and were not address prior to have the post settlement list signed off.

  1.  First floor squeaks.

  **** and I were there 2/27/22. No squeaks could be found by us or the home owner could be found. Nor are floor squeaks covered under the ******Builders  limited warranty. 
  2. First floor bathroom floor was within construction standards in accordance to the ****** Builders limited warranty.
  3. The Whole in garage ceiling was completed.
  4. Hole in master bathroom was completed.
  5. Check floors that but tubs and showers.  Needs caulked . 
  Home owner maintenance. Not warrantied .
  6. Stair squeaks.  Not a warranted item.
  7. Front door was checked and completed.
  8. Dents in the garage door completed.
  9.Carpet padding was within standards at the time we where there,
  10.Stains in grout were Completed 
  11. Floor in basement bath. On concrete , and was worked on when pre settlement list was done. Is with tolerance 
  12. Cracked cab in kitchen completed.
  R, means **** (assistant supervisor) to repair . **, means ************* manager) to address.
  NO, Means NO work to be after addressed and determined it is with tolerances 

  Customer Answer

  Date: 08/24/2023

  [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:
  
  No, does not mean there is no work to be complete, No as shared by Ryan the person who actually did the work, meant it was not addressed.  There is no reason to continue going back and forth with this unprofessional company as it is evident they are not and will not be accountable or honest.  Awful company and I will NEVER recommend them as a builder for anyone now or in the future.  The floor in my bathroom and basement remain uneven due to their underwelming craftsmanship, so if I ever plan to sell, I will have to pay to get it fixed because they are too dishonest to admit their fault and attempt to fix it, EXTREMELY disappointed, yet, not surprised, it too months to get someone to complete the other items on my list.  My public review will be the same.
  
  
  
  Regards,
  
  
  
  ******** ******* 
  

• Initial Complaint

  Date:03/10/2023

  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.

  Built home: Started the process January 2022 and Closed on the house December 22, 2022. The home was open to weather and there was no power to the home until December. The Subfloor was warped throughout home from rain sitting on the floors and we were told by the superintendent, ****, this would be taken care of before flooring went in. Throughout the home the subfloor is either coming through the carpet or the floor flexes and entire area of the area shake, including the kitchen island. Parts of the home, main floor, are not level and appear to be sinking. The flooring company, ****** from *** ********, came out and determined it was the framers, but builder has not accepted their findings. Paint and drywall is coming off the walls and apart at seems. Builder reps **** and ***** agreed the drywall was not done correctly due to weather conditions during construction and the paint used is not good, but according to them "the job would be too messy." Doors are not level and not closing properly. I have already made adjustments to some of the doors to get them to close, but other doors require a professional to readjust and set the frame properly, including the door leading to the garage. There are areas of baseboard, door trim, and flooring which are chipped or badly cut which, according to rep ****** because we didn't find these issues during walkthrough are not being addressed. All of the windows have sharp edges where when closing and locking the window I was cut. Nails are on the roof from construction and my wife's vehicle has had one flat tire from a nail since moving in. Rain gutters are not catching water and instead water is passing by the gutter onto the driveway or under the front porch area. I can add videos or additional photos if needed.

  Business Response

  Date: 03/22/2023

  Gemcraft Homes Service manager ***************************** has set up an in home meeting with ************** for tomorrow morning 3/23/23.  Some items on list have already been address any items that have not been will be address tomorrow in accordance to the **** Warranty Manuel. 

• Initial Complaint

  Date:01/26/2023

  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.

  My wife and I found a home in the ***************************** in York Haven, PA. We were not the original buyers/designers. We've been in the home for almost exactly one year now. We have a presettlement checklist that still has items that have not been addressed. Absolutely zero contact from the supervisor, *****, on any of these matters. Calling their service department is a joke - they either never answer or return your phone call. On 4/26/2022, I submitted a list of items on their Final Post Settlement Warranty list. The #1 priority of this was to address the squeaky floors in our house. Now, they will do everything they can to hide behind their warranty paperwork. These aren't one off squeaks - you can literally feel the sub floor shifting in multiple rooms. It took them until 8/18/2022 to finally agree to fix the flooring. They used nails, again, instead of screws. I still have multiple issues due to this. I was also told they'd return to fix the squeak under the linoleum - they never came back. *****, the supervisor, actually had the audacity to tell me some of these would "work themselves out" when I found a couple during the presettlement inspection. I've had multiple issues from their contractor MJD. A portion of the sump pump was installed backwards, causing an explosion of water when it first ran. I've also had my front spigot leak twice now. MJD came and fixed it the first time, and has since refused to fix it again stating it isn't a warranty issue. How is it a warranty issue the first time, but not the second? This has caused water damage to personal belongings as well as having to strip the insulation away. Unfortunately I'm restricted to 2000 characters here. I have a multitude of other complaints to lodge against this company. I have photos, emails, and text messages over the course of a year seeking resolutions. Next step is to obtain a lawyer if this isn't resolved. I am demanding contact, and will not settle until these issues are resolved.

  Business Response

  Date: 02/15/2023

  Our service department has reach out to this customer and set up a meeting for 2/17/23 to assess warrantied items.

  Thanks you 

  Customer Answer

  Date: 02/23/2023

  [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 will be considered satisfactory to me pending completion of the agreed upon list. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:01/02/2023

  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.

  We purchased this townhouse in 9/2021. Right from the beginning the concrete on the driveway needed to be replaced/repaired. Constant communication was made with various individuals responsible for these repairs. Finally in 12/22 a minor repair was made. The repair was unacceptable and the rest of the repairs were not made. We continue to maintain contact with various departments of the company and we have not received a resolution/correction to the problem.

  Business Response

  Date: 01/03/2023

  Superintendent met with customer today and concrete repairs are on schedule to take place this week.

  Customer Answer

  Date: 02/08/2023

  Work has been completed!!!!!

• Initial Complaint

  Date:09/18/2022

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Built and purchased home from Gemcraft. Conducted walk through prior to purchase and annotated items to be corrected after closing. Closed on 07 FEB 2022. it's not the end of September 2022 without resolution on several punchlist items. We have several warranty items that also need to be fixed. When I call or text the builder foremen, they ignore me. When I see his boss or his boss's boss in the development I talk to them in person. They send someone over and fix one or part of one of the issues and say they will be back for the rest of it. I then have to fight to make contact with them again. Gemcraft is very responsive in fulfilling their responsibilities and agreements. Punch list: Change pantry door swing from RT to LF Crack in stair railStone header above front windows vinyl siding broken at down spout exterior door frame (sidelights) not painted stain on shower pan in master sporadic trim missing on kitchen and bath cabinets Nail sticking out of window on interior jam Bubble in sheetrock in family room ceiling Carpet stiff and unnatural spot in basement Warranty issues (discovered after move in):Garage roof has mortar spots exterior basement door finish (worked after closing but not to standard)Basement windows need caulked on inside Still owed per contract within 1 year (we have contacted the foreman but he has not returned call) :remove silt fence and grade yard to match surrounding terrain driveway top coat drywall/sheetrock repair and nail pops Gemcraft needs to order materials and contact sub contractors to finish work.