Customer ReviewsforGreat Southern Homes

To whom it may concern , My wife and I purchased this house in 2021 . Shortly after (approximately one year)the A/C unit started to have issues and would not cool the house . At the time we were first time home buyers, and far from having the knowledge on how to handle this issue . So we called and had a technician come out . Naturally we paid a couple hundred dollars in service fees . It did not however, fix the problem . So we called again, to which they came out, and for awhile after that it worked . Fast forward to October 2023 , now it’s shutting down . Only three years into owning the home . A technician came out and stated that he wasn’t sure of the problem and he would need to run some test giving me a range of anywhere between 600.00 and 1,100.00 . At this time I declined due to financial reasons . The winter came shortly after and we did not need the a/c . Fast forward to summer 2024 present time . It is now 80 degrees in my residence and we have only lived here three years . I have paid for service technicians come out which has cost hundreds of dollars and yet the problem still remains . This issues still remains on resolved in a residence only 4 years old and supposedly still under warranty. My wife , me and my eight year old son are in an 80 degrees house and racking up service fees with no sign of resolution.

Per the records we have on file for this homeowner our HVAC company was out 3 times in the first year completing the issues with his unit with no charge. One year and nine months after his warranty had expired he called and his unit was low on freon. Homeowner refused to do a leak check. Two years after warranty they went out and found the condensate lines were clogged and he was not doing proper maintenance on the unit. We have done everything during the warranty period needed to keep his unit running. Unfortunately this unit no longer falls under GSH warranty.

~GSH sent someone to look at the flooding between our yard and the neighbor's...The fix was temporary. It water is going to rot out our fence. ~The LARGE overly full dumpster that NO ONE has come to gather. ~The UNPAVED streets and the extreme flooding when it rains hard. ~The multitude of GIGANTIC potholes toward the end of the street. ~The lack of communication between GSH and our neighborhood. ~The lax way that we are being treated in response to communications. ~Being scolded for a sign, but NO CLEAR CUT communication on the pool or cabana progress. ~Entrance lights are dim at best.

Good afternoon Ms. L********. It is my understanding that you have spoken w/ Scott J****, our Upstate Division Customer Experience & Warranty Manager in regards to these concerns. Just to clarify, per my conversation w/ Scott this morning, the dumpster will be removed in the next 24-48 hours per his follow up w/ you yesterday. However in regards to the other concerns mentioned, all other items in regards to neighborhood amenities, roads, street lights, etc., all of those would fall under the responsibility of the HOA and / or the developer. We at GSH only purchased lots in this neighborhood and we are not a developer, but only a builder among various builders in your neighborhood who did buy lots from the developer as well. Thanks again for reaching out and we hope this helps in clearing up some of those questions regarding your concerns as a whole. Joel B. H***** - Customer Experience & Warranty Dept. Manager Great Southern Homes

We have been in our GSH since Mid Sept 2023. Not knowing much about this builder; we bought a home in a subdivision built by them. We have had NUMEROUS issues of (repairs, painting, plumbing, flooring etc) to be fixed within a 30 day time frame. Apparently this company PUSHES that this timeline be in place; however THEIR timeline is a different story! We have been back and forth with minimal work completed and us having the follow-up or schedule for these repairs to be completed. We are currently dealing with a problem/repair that should have been taken care of weeks ago. Was supposed to be completed today and once again, they call 40 minutes prior to scheduled appt time to say that item ordered was incorrect size and it will be another week to receive the part.....well well well. This is the broken record story of this company! If you are even considering purchasing a GSH - Please be advised: WORST BUILDER/CUSTOMER SERVICE that I have ever experienced in my lifetime!!! * BTW - They don't even deserve a 1 star rating but had no choice

We greatly appreciate the BBB reaching out to us at Great Southern Homes (GSH). In regards to this specific situation, we certainly understand the homeowner, Ms. M*****'s, frustration but please note that we are currently working w/ her in reference to most all of her concerns and have not stated that we at GSH would not be willing to address any legitimate warrantable concern. Thanks and please let us know if there is any additional info we can provide to the BBB while we move forward to a resolution on Ms. M*****'s overall concerns. Joel B. Harmon Customer Relations & Warranty Dept. Manager Great Southern Homes

They are the ABSOLUTE worst builders around!!!!!!!!! Do NOT have them build your home!! Also, do not talk with so called Anthony ( used car salesman) he is the Worst!!!!!!!

I have a water problem in my back yard. When it rains the water just collects because there is no drainage GSH says they don't cover that but I could have a landscaper out at my expense and have a drain put in The business behind us put up chain link fences between the end town homes so we can not get from our backyard to the front yard. That means no one can get into our backyards from the street Hope we don't need emergency help in our backyard. To fix that problem they said they would move our back fence 3 feet in. That means we paid for yard we don't have. I would never buy from GSH again They do not take responsibility for anything Lorraine

Good afternoon BBB and thank you for reaching out to us in regards to this review. As always we take every review seriously and as it's own individual situation and do not look at all situations as the same nor do we respond with a blanket / standard answer. We have asked our Area Field Manager for Ms. M*****'s region to contact her in reference to her concern to see if this is something caused by any work on our end or if this is result of something with the property behind her's that is not owned by Ms. M***** or GSH or any of it's subsidiaries. Thanks again! Joel B. Harmon Customer Relations & Warranty Dept. Manager Great Southern Homes

I have damage up and down my stairs that were never remedied. I called GSH warranty to fix/repaint putty spots and other paint issues on the stairs and they told me to wait until my one year. WHAT? I am tired of the paint issues that they refuse to fix. This is ridiculous. I have had blue tape up my stairs for 5 months. They told me I could pay a trip charge to have the painters come out. WHAT? This was never fixed in the first place. Paint said it wasn't their issue, wood said it wasn't theirs, fingers pointed at each other and warranty sat on their hands. DISGUSTED. I will NOT buy from them again and I will tell anyone that asks, STAY AWAY!

Good afternoon BBB. We are reaching back out to Ms. W*** to let her know that we would have our Area Field Manager come out on March 6th if she is available to review this concern again. Based on the information we have, it appears that we had already sent our subcontractor out one time before to address this concern of hers. Based on SC Residential Building standards we are only required to come back out to address nail pops / settlement cracks in the drywall one time within the first year after the homeowner has closed on their home. However as a courtesy we will come back out one more time to review this concern and would be willing to readdress it if it is a warrantable concern or if she would like us to go ahead and have the paint subcontractor come back out now for the one time within the first year. Thank you! GSH Customer Relations & Warranty Dept.

Not all of my year warranty issues have been fixed. I've been waiting for 3 months just to have my sink sealed. I they also had a painter come out to fix some cracks in the corners and he attempted to flush up some of my cabinets instead of caulking them and used to large of a gauge nail and split my trim. And they aren't wanting to fix it. Even though the warranty person I was dealing with notified by text and calls nothing was resolved and he said it wouldn't be covered under my 1 year warranty. I've had blue tape all around my house waiting on repairs to be done to be told 3 months later that I'm on my own for those repairs.

We are working w/ Mr. J**** to resolve all of his warranty covered issues. Our area Field Manager Melissa is assisting our local field rep in scheduling and completing these along w/ our vendors and subcontractors.

Thanks,
Joel B. H*****
Customer Relations & Warranty Dept. Manager
Great Southern Homes

Great southern homes has worked hard to resolve all my repair needs. Melissa was a great point of contact to meet all my concerns and needs.

Moved In November 2020 still have not finished the yearly things to be addressed as of a couple of months ago I have emailed an called the warranty department an know reply its been very frustrating .I live in mauldin.

Good afternoon BBB and thank you for reaching out to us at Great Southern Homes (GSH). Here is a timeline of the events that occurred regarding Ms. S******'s request to have work done back in March of 2021. At this time she is now almost two full years into closing on her home so all one year drywall settlement and nail pop crack corrections as one time courtesy item warranty requests would expired on November of 2021:

Laura S****** <***************@gmail.com>
Sat, Mar 13, 2021, 12:27 PM
to GSH
I did not get a 30 or 90 day walk through for things that were not fixed. I would like these things done as soon as possible.

GSH WARRANTY <********@greatsouthernhomes.com>
Mar 15, 2021, 9:24 AM
to Laura
Good morning Ms S****** at ** lot *,
We do not proactively reach out to do walk-throughs. The process is that when you find an issue, you take a picture and email it to ********@greatsouthernhomes.com with a brief description of the concern. We then send it to your local Warranty Rep to schedule repair. Or are you referring to concerns that were listed on your Homeowner Orientation Walk Paperwork? If it is issues from the Orientation, please let us know what those issues were. We see none notated in the system. We look forward to hearing from you so that we can get your concerns resolved in a timely manner

Laura S****** <***************@gmail.com>
Mar 15, 2021, 10:15 AM
to GSH
I was told by the project manager Michael once I move in I have a year to reach out an tell the warranty department all the things I needed done once moved in ,he said anything from paint touch up to things that were not done correctly or they messed up while trying to do something else,I am not good with emails sending pictures my son helps me with that, that's why I called ,but did not get a response,I would greatly appreciate someone helping me with this matter ,home phone XXX XXX XXXX thank you

GSH WARRANTY <********@greatsouthernhomes.com>
Mar 15, 2021, 1:02 PM
to Laura
Hello again. Parts of that are true. To clarify, he is correct that you send your repair requests to the warranty inbox. However, we do not do paint touch ups due to normal wear and tear. The drywall repair is for drywall defects like nail pops and settlement cracks. Would you like to schedule an assessment with your area Warranty Rep, to discuss your concerns?

GSH WARRANTY <********@greatsouthernhomes.com>
Mar 15, 2021, 1:51 PM
to Vlad, Laura
Hello Ms S****** at W8 lot 6. Per our conversation, I have copied your area Warranty Field Rep, Vlad K******, on this so that he may reach out to you via phone call to schedule a date and time with you for a physical assessment of your concerns.
Vlad, please reach out to her at XXX-XXX-XXXX to schedule an appointment. Thanks so much!


Vlad K****** <***********@greatsouthernhomes.com>
Mar 15, 2021, 1:56 PM
to GSH
Will do!

Vlad K****** <***********@greatsouthernhomes.com>
Apr 15, 2021, 12:16 PM
to Laura, me
Hi there Mrs. S******, can you confirm that all the repairs have been completed?

*** NO RESPONSE OR EMAILS BACK TO GSH from Ms. S****** until the email thread below on Sun August 14th, 2022 ***
Laura S******
Aug 14, 2022, 7:32 PM (3 days ago)
to me
Haven't heard back since my last email I sent. I'M in mauldin *** **** ****** **** Mauldin, SC XXXXX at ********** *****. Ryan F****** was getting my warranty projects done, the front door frame still needs to be in some lower spots filled in an painted an the paint pen Ryan said he had for my kitchen cabinets,Haven't heard from anyone in months home phone XXX- XXX-XXXX. Laura S******


GSH WARRANTY <********@greatsouthernhomes.com>
Aug 15, 2022, 8:19 AM (2 days ago)
to Cindy, Scott, Laura
Good morning S****** @ *** **** Hollow Way / W8 / Lot 6
Thank you for reaching out to us. Unfortunately Ryan F****** has not been with Great Southern Homes in months. Were you emailing with Ryan directly? We are showing no open tickets on your house file.
Cindy G******** (XXX-XXX-XXXX) is now the Customer Relations & Warranty Field Representative for your area, and is also copied on this email. Would you be able to send over the corresponding emails between yourself and Ryan so that we can see what has not been completed on your home? Please make sure to REPLY TO ALL so Cindy is in the loop. Thank you

Laura S******
Aug 15, 2022, 5:46 PM (2 days ago)
to me
Will someone please respond to my email

GSH WARRANTY <********@greatsouthernhomes.com>
Aug 16, 2022, 11:08 AM (1 day ago)
to Cindy, Scott, Laura
Please see below. We responded to you on 8.15.22. We are waiting on a response back from you. Thanks, GSH Warranty

*** NO RESPONSE BACK AGAIN FROM MS. S****** as of today until we received this BBB Customer Review.

Thank you for working with us at GSH!
Joel B. H*****
Customer Relations & Warranty Dept. Manager
Great Southern Homes

We moved into our home on Jan 2, 2022, and noticed a smell coming from our master bathroom. After 7 months of back and forth, they approved of the drywall being cut into, where our neighbor's deceased cat was discovered. With that, I attached a photo of the deceased/rotten cat for your reference and would like to highlight that this is not only poor workmanship, but now leaves further questions on what else are we going to discover after only living in our home since January, or after our warranty expires and get stuck paying for other expenses incurred. What also bothers me is how did that cat get missed...because the cat was large in a confined space which eludes to workers knowing the cat was there but installed the drywall anyways. How can Great Southern Homes make this right? After the cat was removed, we left our windows open in hopes to air out the smell (for 8 days now), but the smell is still there...because the cat was deceased inside that part of the wall for several months. Again, me and my family have been more than patient...ticket closed, that's it. Not only is this whole situation dragging out, but waking up and living/sleeping with dead animal smell in our newly built home is not acceptable and has been a headache/stressful for my family...bottom line, it's disgusting. I also would like to ask; how would a board/corporate member of Great Southern Homes feel about waking up to this? Having their children witness the technician remove the cat, place it inside of a white trash bag, but still smell the dead animal every day. We waited for this home due to delays in building materials which I knew could happen...no big deal. But to finally move in and deal with this has been a total nightmare. I'm currently deployed which makes this even more stressful as I have not only to deal with operations here, but quality of life issues for my family back home. How can Great Southern Homes make this right?

Good morning BBB and thank you for reaching out to us in regards to any concerns regarding Great Southern Homes (GSH). Of course as always we at GSH take any concern or complaint very seriously. In reference to this concern specifically regarding the Dejesus family we are assisting them along w/ our vendor Servpro w/ the smell concern this week. However we did want to be 100% clear that of course we at GSH nor any of our vendors / subcontractors had any knowledge of a cat sneaking into the wall cavity and behind a bath tub fixture at any time. We do know that cats are roaming animals and will go into small out of the way places if they are sick or beginning to become terminal or pass away. Therefore at no time do we at GSH have any idea that a cat just a like a racoon, opossum, rat or any other vermin was behind the wall causing the extremely bad odor in the Dejesus home.

Thanks and have a great day!
Joel B. ******
Customer Relations & Warranty Dept. Manager
Great Southern Homes