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:05/14/2025

  Type:Order 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.

  In March of 2024, we signed a contract with Great Southern Homes to purchase a house in Friendship Hill Farms, SC. Our first issue was the delay of closing once we were appraised for $50,000 over the selling price. Great Southern Homes told us it was due to the septic system install which was pending state approval. After several closing continuations, I reached out to the South Carolina agency that dealt with septic systems, and the agency said there was no delay and we had an authorized plan for an engineered septic. After I forwarded the copy of the permit to agent at Great Southern Homes, our house was ready to close. Second, we bought our house under the assumption that the HOA would have a pool. There was a sign posted for 10 months saying “future site of pool and cabana.” After the last house was sold, the sign came down and there is no information about the plans for a future pool. I attempted to reach out to the attorney (****** law firm in Camden, SC) that is handling the case but we have not been put on any updated information. In closing, I believe Great Southern Homes, specifically Jackie M*********, delayed my closing to raise the price and falsely advertised the future pool and cabana in order to sell homes faster. Further, as Jackie M********* reports of saying Great Southern Homes is only builds houses and not pools, then I truly believe there was never a plan to have a pool or cabana. Jackie M********* and Great Southern Homes are not executing accurate advertising and ethical business policies.

  

  Business Response

  Date: 05/14/2025

  Good morning BBB and thank you for reaching out to us at Great Southern Homes (“GSH”) in regards to this homeowner’s, Mr. ********, concerns.

  While we at GSH do our very best to get our homes closed in a timely manner, unfortunately, there are delays from time to time that may be out of our control. Therefore, in regards to Mr. ********’s concern regarding the delayed closing and elevated appraisal from back in the middle of 2024 prior to, and at closing, there is nothing we at GSH could do after almost a year has gone by. This would have been something that would have needed to be discussed between his Real Estate Agent and our on site agent prior to closing on his home.

  Finally in reference to Mr. ********’s concern about the neighborhood pool, not being completed at this point in time, while we certainly understand the concern, this would be something that needed to be brought to the attention of his neighborhood HOA, as we at GSH, are neither in control of the HOA nor the developer of this neighborhood. We simply purchased several lots from the Developer as well as another builder, but have no direct relationship with the HOA or Developer.

  Thanks, and I hope this helps in clarifying who Mr. ******** would need to reach out to in regards to this specific concern.

  Joel B. H***** - Customer Experience & Warranty Dept. Manager at GSH

  Customer Answer

  Date: 05/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is not the accurate answer. First, I mentioned my issues closing with the house to show a pattern of negative business ethics. Second, Great Southern Homes mentioned that it is the HOA’s responsibility to build the pool and cabana. As we (the neighborhood), reached out to the HOA, they continues to say it was Great Southern Homes’ responsibility to finish the plans of the pool and cabana. Additionally, the HOA is still not released to the neighborhood even though we continue to pay fees. Furthermore, my main complaint is that Great Southern Homes falsely advertised the pool and cabana for more than two years. For reference, please see the below link where their real estate agent, Jackie M*********, advertises a pool and cabana. 
  
  ****************
  
  Lastly, there are multiple South Carolina and federal codes that mandate honest reporting of properties during real estate transactions. We bought our house with the intention of having a pool for the neighborhood. As an active duty military family, we believe Great Southern Homes took advantage of our dreams and orders to report to Shaw Air Force Base and now we will have a difficult time selling our house over the purchase price as the neighborhood lacks the features we expected to be built by now.  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 05/19/2025

  Good morning again, BBB and thank you for reaching back out to us at GSH in regards to Mr. ********’s continued concerns.

  As we at GSH stated previously, we are not the only builder in the neighborhood which by default means that we also would not be in control of any final decision-making in regards to any amenities, such as a pool, in reference to when this would be started and finished for all homeowners in this neighborhood, whether their home is built by GSH or another builder. However, in doing our due diligence for our homeowners, myself and our area sales manager reached out directly to the HOA Management company to clear up any possible miscommunication or misunderstanding that may have been relayed to any Homeowners who purchased from GSH. In that conversation, there was an understanding that the ultimate decision-making on when the pool would be installed falls on the Developer of the property, which again includes multiple Builders along with us at GSH. The Developer and HOA should be in communication in regards to any kind of timeframe for the pool to be completed and yes, we would agree that needs to be relayed to all homeowners and the entire neighborhood. However, we at GSH are not pretty to such communication since again, we are one of a few builders in the neighborhood and not a part of the HOA nor did we develop this property. 

  Therefore, as previously stated, and is still the case, we at GSH have no direct or indirect liability or responsibility in regards to the pool or any other amenities in this neighborhood.

  Thanks again for your time and effort to work with us at GSH in reference to any Homeowner concerns.

  Joel B. H***** - Customer Experience & Warranty Dept. Manager @ GSH

• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising 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.

  This company has repeatedly ignored our request to not be contacted by them. In addition, they shared our contact info with someone else without seeking our permission. This is harassment. Hoping you can make them stop since they don't want to honor our requests. Not sure why they think sending unwanted emails will change our mind about purchasing one of their homes. In fact - it had the opposite effect.

  

  Business Response

  Date: 04/14/2025

  Good morning BBB, and thank you for reaching out to us at GSH in regards to this customer’s concerns.

  I have emailed our area management team and sales team, and we will take care of suppressing any further contact with this prior potential buyer, and delete any contact info so as to not disturb them in the future.

  Thank you for notifying us in reference to this request from them.

  Joel B. H***** - Customer Experience & Warranty Dept. Manager at GSH

  Customer Answer

  Date: 04/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  No apology or acknowledgment that they continued to contact me multiple times after I asked them to stop or that they shared my information with a third-party. 
  

  this isn’t too much to ask. Not acknowledging this shows a lack of care or remorse.

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

  

  Business Response

  Date: 04/14/2025

  Good morning again BBB!

  We certainly apologize for any inadvertent communication that was previously set to go out to any potential customers.

  We have asked for that to be suppressed immediately and going forward.

  Thank you, Joel B. H***** @ GSH

• Initial Complaint

  Date:02/03/2025

  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.

  Purchased a house sept 2023, and there was issues from the beginning. Trucks using our backyard as roads destroying the seed they said they would reseed and regrade the backyard when they were finished and never did, as we’d have to press property damages and trespassing charges with the police to get the cost covered and was reassured they would do it and we didn’t need to seek charges against them. Water has been leaking through the walls into patio and back of the house, the lights flicker when it rains, we now have mold growing in the bedroom and on the patio from the water leaking for over a year, stickers left on windows, sink holes forming in the front yard, floors warping, now our carpet is buckling throughout the house. We have tried to address these issues numerous times, even before moving in, it hasn’t been fixed, tried reaching out to the area manager Mark, he brushes us off and ignores our emails. Our home orientation paperwork signatures were forged by the person at the meeting and when discussed with Mark, he simply stopped responding to us. Last time we saw them was in Oct and nothing was repaired that actually fixed anything. They made unannounced trips and did work around the house in Nov when we were not in the state with no approval, and when asked about it, again we were ignored. I have severe allergies to mold, I now have to carry an EpiPen just incase.

  

  Business Response

  Date: 02/04/2025

  Good afternoon BBB and thank you for reaching out to us at Great Southern Homes (GSH) in regards to these concerns mentioned by the homeowner Mrs. *******.  As always, we at GSH take any issues or concerns to heart and will continue to work with our buyers and homeowner's within reason to take care of any viable warrantable concerns or questions that we may assist them with.  In the case of Mrs. ******* we are aware of a few of their previously mentioned items, however several of the items listed on this complaint, are not ones that we at GSH were aware of prior to now or that had been sent into us via writing as is requested.  However on Monday morning Feb 3rd, we did make our Field Manager and Area Manager in Mrs. *******'s area aware of the prior items and new ones also listed.  After follow up w/ both managers and myself as the Customer Experience & Warranty Manager, I asked the Field Manager Mark to reach out to Mrs. ******* to try and set up a time at the end of this week or first of next week to reassess any previously mentioned issues as well as the new list of concerns brought to our attention in this BBB complaint.  

  As of this afternoon, Tuesday, Feb 4th at 4pm, we are still waiting on a response back from Mrs. *******, in order to schedule an assessment w/ both the Field Manager and Area Manager for the NE area of Columbia.  Once we have heard back from Mrs. *******, we at GSH will do our very best to expedite scheduling an assessment and any possible necessary agreed upon repairs once the onsite inspection has been completed and reviewed by the managers and myself.

  Thank you again for following up w/ GSH and look forward to assisting the BBB and Mrs. ******* to the best of our abilities once all concerns have been reviewed and discussed.

  Joel B. H***** - Customer Experience & Warranty Dept. Manager at GSH

  Customer Answer

  Date: 02/05/2025

  
  
  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 for a meeting, but not the issue. As I can only accept or reject for the meeting and not the work, I accept and hope the issues are handled after the meeting Friday 7th at 9am. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/30/2025

  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.

  We have a shower door after shower and open door water runs off to the floor. It doesn’t drips, it runs on floor. Great southern failed to have door installed where door doesn’t run water to floor after open the door.
  Great southern said the door is properly installed and we should use towel or bath mat to alleviate issue.
  We need this door replaced or properly fixed where the water doesn’t run when open after shower.

  

  Business Response

  Date: 01/30/2025

  Good afternoon BBB and thank you for reaching out to us in regards to this homeowner, Ms. *******’s, concern. As always we take any complaint or concerns at the highest level and work to resolve these within reason to the best of our abilities.

  Unfortunately is this case in reference to Ms. *******’s shower and shower door, this concern has been assessed and inspected for any possible installation or warranty related issues. After follow up with our sales, construction and warranty teams, the shower and shower door itself were thoroughly checked for any possible issues / leaks, and at the time there was absolutely no evidence of leaks or installation failures. The shower door has a sweep at the bottom as well as a channel to help in reducing / alleviating water getting outside the door while the shower is running, this can however still be wet and / or damp after finishing a shower and stepping out to dry off. Therefore the door can leave a small amount of water on the floor outside the shower and will cause a minor amount of run off from the sweep and channel if the shower door is not closed quickly after stepping out.  This is a common occurrence but this is not an issue or problem that is due to an installation or leak issue from the door or shower itself.

  To our knowledge this information was relayed previously to Ms. ******* by our representatives as well as our trade partners, and this would not be considered as a warrantable item as a responsibility of the builder or contractor.

  Thank you!

  Joel B. H***** - Customer Experience & Warranty Dept. Manager at GSH 

  Customer Answer

  Date: 01/31/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As we have maintained from the start of our communication the downstairs bathroom leaks considerably more than our upstairs shower. This is NOT normal nor is it acceptable to expect us to accept the company's response. The gap at the bottom of the door downstairs is still too large. The drip sweep is still too short. The attached photo shows the current space at the bottom that is causing our issue.  Also, we keep mentioning the upstairs shower to provide greater context to why this isn't OK. The same style shower is upstairs and doesn't give us the same issue. To ask us to place a towel on our floors or to simply close the door faster are not acceptable or reasonable solutions to our problem. We purchased a home and expected to have standard/REASONABLE usage of everything in our home. You all have admittedly attempted to address the issue, yes...but it is still not fix to industry standards which we have already explained a number of times. We are asking you all to actually listen to us with the intent to salve the problem and not treat us like a checked ticket for the company management. 
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Customer Answer

  Date: 01/31/2025

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

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

  Those links attached are videos of both showers in my home to provide more context. 

  

  Business Response

  Date: 01/31/2025

  Good afternoon BBB and thanks again for reaching out to us in regards to the concern from Mr. and Mrs. *******.

  as a show of good faith for our customer and homeowner and for our ongoing excellent A+ customer rating with the BBB, as a courtesy we are reaching back out to our shower door vendor to give us a date and time ASAP that they can come back out and again for a second time replace the shower door sweep with a new sweep. Once that is completed, we will do a water test to make sure there are absolutely no issues, and after that, this would no longer be an item of concern that we would be able or responsible to address moving forward 

  Thanks again, Joel B. H***** - Customer Experience & Warranty Department Manager at GSH

  Customer Answer

  Date: 02/03/2025

  
  
  Better Business Bureau:
  
  Good morning BBB

  It’s good that great southern homes  have taken responsibility and act fair on their warranty agreement. 
  The length of shower door is the initial error on Great southern path, due to low cost door and cheap installation. We hope that this replacement sweep (which should be custom made) will fixed and resolve the issue, to avoid further legal actions that will taken by us the *******’s. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:09/16/2024

  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.

  Drainage issue between houses to our right, facing west. We moved in, May 2023. The lot to the right of us was not developed yet. Winter of 2023-spring 2024, GSH built house to our right ..
  Grading wasn't done properly, leaving us to have standing water 24/7. We want a fence, but due to standing water, the wood would rot. We contacted GSH numerous times. They sent people out to look, then sent landscaping person, and said the grading isn't done correctly. Now it's middle of September, 2024 and we still have standing water. The standing water is black and smells. We want this fixed. All the other houses to our left (facing west) have deep ditches with large river rocks between houses. The deep ditch and rocks didn't get done that way. We want it fixed . Still fighting for our issue to be fixed. GSH refuses to do anything. Said the yard is our issue at closing. We'll, they didn't start building to our right until winter 2023/2024.

  

  Business Response

  Date: 09/16/2024

  Good afternoon BBB and thank you for reaching out to us at Great Southern Homes (GSH) in regards to this concern brought to you by our customer the *******.
  

  It is our understanding and per the statement made in this complaint that the ******* are still concerned about the area in between their yard and the lot / home to the right of theirs that was constructed after they closed on their home.  We certainly can understand a concern of standing water, however per our Area Field Manager this concern of theirs was assessed and has been addressed prior to this complaint.  After the ******* brought to our attention that they felt they had drainage issues in the area between their home and the lot / new home next door, we at GSH did go out an assess this possible issue.  After this inspection was completed it was determined that the lot slightly above the grade of their lot and home did have 3 leaking irrigations heads they were of course running down hill towards their home.  Once this was discovered, we at GSH did reach out to our area landscaping company to have them come out and replace the 3 irrigation heads so as to alleviate what is believed to be the main culprit of this drainage concern. A few days after this replacement was completed, our Area Field Manager stopped by to reinspect the area in between the ******* home and the lot to the right and the area was dry with no signs of existing standing water or lack of proper drainage that would cause any issues in the future (see attached photos from that inspection sent on a separate email).  Also per SC LLR Residential building standards there can be standing water up to 48 hours after a normal rainfall but that is also exempt based on any tropical storms, hurricanes or even heavy rainfalls in a short period of time, or mushy ground in a swale area.
  

  In regards to the river rock in between several of the newer houses, please be advised that this neighborhood consists of approximately 70 lots and homes, and all of them do not have river rock in between them.  Several do however, but that was decided due to layout, elevation changes, where they are located, etc.  Therefore at this time, we have no evidence showing that this an ongoing concern that would be covered under any standard one year builder warranties.

  Thank you, Joel B. H***** - Customer Experience & Warranty Dept. Manager at Great Southern Homes

• Initial Complaint

  Date:08/28/2024

  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.

  11/22/23-John F******* (Great Southern Homes-Warranty GSH) responded to my email and cc’d ******** Plumbers about my concern with our bathtub and shower bowing when standing in them. This was an email as a homeowner that identified items of concern in our new GSH home – standard 1 yr warranty items.
  12/28/23-******** Plumbing sent **** **** to our home, he stepped in both our shower and the bathtub and said that the bowing was “normal flex”. That he didn’t need to reinforce either of them. I voiced my concern, he stated that they both have a lifetime warranty.
  1/3/24-I emailed Mr F*******, GSH, and told him what ********’s representative (Jody) findings were and vehemently stated that I disagreed with that finding that I felt they both needed reinforced. Mr. F******* replied and stated “we are at the contractors mercy.”
  6/10/24-I emailed Mr. F******* and told him that we had viditors who were using that bathtub and it cracked in two spots and sent photos of the cracks.
  6/11/24-Mr. F******* replied and cc’d ******** to schedule tub repairs
  6/21/24-**** **** came to our house and drilled a couple of holes by the cracks to attempt a repair. At that time he stated that the bathtub “form/mold” was faulty and appeared to be missing a layer of wood. He cut a couple of bigger holes and peeled back parts to confirm his suspicion. At that time, he determined that the bathtub could not be repaired and needed to be replaced (my concern from 12/23).
  7/16/24-I emailed Mr F******* and ******** Plumbers asking about a status as we have not heard anything on the replacement from either party in almost a month. Mr F******* said ******** would contact me.
  8/27/24-now 2 months later, via emails and phone conversations, we still have an unusable bathtub in a house that is just over 1.5 years old, and no resolution planned. ******** says GSH should be updating me and they are not. GSH says ******** will contact me directly. Neither are happening!
  I just want our bathtub replaced.

  

  Business Response

  Date: 08/28/2024

  Good afternoon BBB and thank you for reaching out to us at Great Southern Homes (GSH) in regards to the concern from our homeowner / customer Ms. *****.  Per my understanding from our plumbing subcontractor and my Area Field Manager, this is an issue that unfortunately has to do with some delays from the tub manufacturer which as much as we wish we had control over their processes and procedures, we at GSH nor our plumbing subcontractor have no control over that or their turnaround time. On a positive note, we along with our plumbers did speak with our tub manufacturer regional rep, and they have agreed to expedite some of the red tape that has been holding up the process of getting this situation resolved for the ***** family.

  According the plumber who followed up again this morning with the manufacturer rep, they have decided to help in moving this forward in getting a brand new unit instead of any repair possibilities, and they will handle the logistical hang ups directly with the manufacturer themselves separately so that this situation is no longer delayed from finalizing this for the *****'s.  The plumbers also reached out to the homeowner and let her know it was approved and that my Area Field Manager at GSH will be reaching out to her to schedule all work . They did also let her know that the new unit will be a four piece unit, since after building out the home at the middle of the construction process, we at GSH nor the plumbers are able to bring in and install a full one piece unit.  The plumbers stated that in their talks with Ms. *****, that she would like to receive photos and spec info on the new unit.  We did confirm that they brand new unit would be delivered by the manufacturer's supplier the day prior to installation once that time frame is agreed upon between my Area Field Manager and Ms. *****.

  Thanks and we look forward to assisting the plumbers, along with the manufacturer, and the *****'s on making sure that this issue is resolved in a timely manner now that things have been pushed to get this expedited.

  Joel B. H***** - Customer Experience & Warranty Dept. Manager at Great Southern Homes

  Customer Answer

  Date: 08/28/2024

  
  
  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. I truly appreciate a resolution being put in place today and look forward to having a working bathtub.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:07/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 2023 we closed on a home we bought from great southern home's in crystal springs lake and they promised us the world and we got cheep labor that is atrocious at best workmanship boards cut way to short - sheet rock workmanship was the worst I've seen -- put the bracing for the railing on one side of the wall and the railing on the other and after tell them that they did it on most of the home's on this road they did it again -- flooding yard -- takes forever to get hot water to the sink kitchen -- like 30$ a month just looking for hot water to wast dishes --- I can prove that they didn't or couldn't read the blueprints on this home --- A/C problems up and down the road they installed core in up side down got guy on video standing in my driveway telling it was installed up side down --- nail misses like you've never seen --- not enough driveway to park to cars and get out the cars and forget about getting in and out the garage ---- I told them about the wood that has beetle damage on two home they are building right now and I have pics and they kept right on building and I mean like 70% of the 2× 4 have very bad beetle damage ----- I've beetle threatened buy two people from great southern homes -- they didn't finish clearing my lot like they said they would --- I have over 500 pics and videos if anyone would like to see cause they didn't want to them ----- complete mess we have here --- they came out to fix a door and left a screw I. My closet and I stepped on it bear footed ----- back porch light coust $9.99 at lowes inside door handles falling off and sticking ----- lie after lie-)

  

  Business Response

  Date: 07/15/2024

  Good morning BBB and thank you for reaching out to us at Great Southern Homes (GSH) in regards to this concern from Mr. ***** *****.

  As always, we at GSH strive to go above and beyond to handle any and all warrantable concerns brought to us directly by our buyers and homeowners.  In this specific case, with ***** ***** and **** **** (co-buyer), we have worked diligently over the last couple of months to review and make any necessary corrections based on any prior list(s) of warrantable issues that ***** and / or **** has brought our attention at GSH.  As stated in our previous phone conversation w/ the BBB (today, Mon 7/15/24) we are again willing to do everything we need to in order to repair / fix / correct any warrantable items that are provided to us at GSH through our warranty email inbox, and as of today we are requesting that ***** ***** and / or **** **** provide directly to the BBB in detail of any final one year covered / warrantable items of concern.  Once we have received that list from the BBB, via ***** and ****, we will schedule a time ASAP to review those items onsite to determine which items would be deemed warrantable, and from there we would schedule expeditiously to complete that final list of issues within a timely manner while working with our trade partners / subs.

  In the meantime, we at GSH would just ask that this working relationship, between ***** *****, **** ****, and GSH be an amicable one, and that any derogatory commentary verbally or in writing or via signage, be kept at a minimum in order for this concern to be resolved in a professional and courteous manner.

  Thanks, Joel B. H***** - Customer Experience & Warranty Dept. Manager at Great Southern Homes

• Initial Complaint

  Date:10/27/2023

  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 purchased a new home in Graniteville, South Carolina, on December 21, 2021. After residing in this home for a year and ten months, the wiring of the breaker box is faulty. The breaker started tripping by itself, which led it to tripping completely off. I contacted Great Southern Homes, as we are provided a two year warranty on the electrical/wiring of the home, and they referred me to the electrician who put the wiring in the home.
  
  I feel very unsafe as a faulty breaker is faulty wiring. If that wiring overheats in the circuit unit, this could cause an electrical fire.
  
  I am not looking for monetary compensation, only for the issue to be resolved. To invest in a newly constructed home and have wiring issues under two years is unacceptable.

  

  Business Response

  Date: 10/30/2023

  Good morning BBB and thanks as always for reaching out to us at Great Southern Homes (GSH) in regards to a concern with one our homeowners. 

  In reference to this specific issue with Ms. ****** and her concerns with her breaker(s), this unfortunately does not appear to have anything to do directly with wiring behind the wall which is covered for two years from time of closing 12/21/2021 (exp 12/20/23), but is about a breaker concern which only carries a GSH and manufacturer warranty of one year from closing.

  As a courtesy based on our standard processes and procedures, we did refer to Ms. ****** directly to the original installer / electrician (Fogle and Sons Electric), so that she could contact them directly to set up an assessment if she did still have a concern w/ the breaker(s) in her home (see attached emails). Also in addition to passing on that information for her to contact the electrician directly, we gave her the manufacturer's information and their warranty timelines depending on which manufacturer's breakers where installed in her home (see attached emails). Unfortunately there is nothing that as the builder we can do directly to help w/ this concern other than have her contact the electrician, however we have taken the time to reach out to the electrician to contact Ms. ******, since as of this morning they stated they have not heard from her regarding this concern.

  Thank you!

  Joel B. H***** - Customer Service & Warranty Dept. Manager at GSH

• Initial Complaint

  Date:04/11/2023

  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.

  Bought a home in December 2021. The building supervisor Eric and the Land Manager Matt C**** were made aware of a drainage problem I had in my back yard due to grading of the yard that allows for standing water. My property backs up to a retention pond which could have prevented my problem if my yard had not been graded with a dip and a drainage pipe had been installed to the retention pond. My neighbor’s yard was fitted with a concrete culvert with a drainage pipe although their property really doesn’t have a need for it! I would like for GSH to regrade my back yard and put appropriate drainage should it be required after regrading.

  

  Business Response

  Date: 04/14/2023

  Thank you BBB for reaching out to us in regards to this concern from Mr. *****. 

  We had asked our area Field Manager for our Customer Relations & Warranty Dept, Melissa C******, to contact Mr. ***** to see exactly what the status of their concern was in reference to a possible grading and drainage problem due to a retention pond behind their property. Melissa attempted to contact Mr. ***** twice and left a message via voicemail or text that she would be able to come out on Monday April 17th around 10am to assess this concern. Melissa will report back to us w/ her findings and we will let Mr. ***** know what if anything may fall under any warrantable type of corrections or what may be considered a homeowner maintenance concern if there is one.

   

  Thank you.  Joel B. H***** - Customer Relations & Warranty Dept. Manager at Great Southern Homes

  Customer Answer

  Date: 04/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  although GSH’s representative was respectful and professional, she represented the warranty department which is inappropriate to my situation which should have been dealt with by other departments in GSH.  She informed me landscaping is not under the warranty department’s domain.  She was also unable to articulate why a swale was graded into my yard and not in the adjoining properties.  She stated swales are used to direct water to other areas.  However, water simply stands in my yard and the area was still wet when she came to B look.  I would like someone who handles grading and landscaping to look at my yard and to regrade my yard.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 04/19/2023

  Good afternoon BBB and thank you for reaching back out to us at Great Southern Homes (GSH) in regards to Ms. *****'s rebuttal. Unfortunately swales can and will hold water longer than most areas of the yard but per SC Residential building standards the swales are allowed to hold water longer because they are designed to move water from one area to another. This is the case so that we can move any possible standing water from the foundation (outside of the swale area) to keep it from affecting the stabilization of the foundation over time. However as a courtesy to Ms. ***** we have contacted our landscaper and are able to schedule an additional assessment w/ her along w/ a GSH rep and our landscape rep sometime next week. Melissa C******, our area Customer Relations & Warranty Field Manager will contact Ms. ***** to schedule that. We have attached a rendering of how swales in residential building are designed and set up to move water.

  Thank you again. Joel B. H***** - Customer Relations & Warranty Dept. Manager, Great Southern Homes

• Initial Complaint

  Date:01/27/2023

  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.

  Improper residential neighborhood grading on lot *** of Livingston Place (*** ***** ******). I have contacted the builder multiple times since the first week (June 1, 2022) of moving into a new construction home that there is a significant drainage issue on the side of the home. Their remedies for the situation were paid for out of my pocket and have offered absolutely no relief to this extreme grading and drainage issue. Although there have been many instances of standing water within 10ft of home from 48-72 hours after rainfall, they continue to push off this responsibility. As time continues to go on there becomes more of an erosion problem and the water is now almost to my home foundation with the smallest amount of rainfall. I fear that if it rains for more than one day in a row my home will flood. I have purchased flood insurance to cover that fear. I am continuously spending money to prevent my greatest fear from happening when it is the builders responsibility from day one to use proper grading slope and materials to avoid these long term drastic issues which burden their homeowners. When I make appointments with the warranty department, they miss the appointments, and when I reschedule after chasing them down they come out and take more and more pictures and offer unacceptable solutions. In additional to that they do nothing but cast doubt that they will do what is required by law. Repair this drainage issue on sides of lot *** immediately to avoid structural flooding, disease spread, runoff contamination and injury to people and animals. They have the photos from the multiple emails I, and my neighbors, have sent.

  

  Business Response

  Date: 01/30/2023

  Good morning BBB and thank you for reaching out to us at Great Southern Homes (GSH) in regard to the concern from Ms. ******* In Irmo. Please see the attached photos taken on Friday morning Jan 27th by our Senior Field Rep for the Irmo / Chapin area that were only about 32-36 hours after a very heavy all-day rainfall on Wed Jan 25th (this is well under the minimum 48 hours needed to assess a standing water concern that has to be within 10 feet of the foundation of a home for it to be considered a viable concern). First of all, there was actually no standing water present even though the ground was very saturated and that was in part due to the heavy rain all day on Wed Jan 25 as well as the cold temps and continuous rainy weeks we have had in the last two plus months. We have also attached the state of SC Residential Construction standards regarding standing water and drainage concerns that states the above information I have provided as well as to mention that "consideration must be given to the type of soil present and to the relationship to the surrounding terrain". The Construction standard also state that "the possibility of standing water after an unusually heavy rainfall should be anticipated", although again when our Senior Field Rep assessed the concern in less than 36 hours after such an event w/ heavy rainfall there was no true standing water to be found. To wrap up, we would be more than happy to again assess Ms. *******'s concerns at a later time, however we just wanted to make sure she understood the protocols and what was required for her concerns to be valid based on those SC Construction Standards set in place.
  

  Thanks, and should you have any other questions or need any additional information please let us know. 
  Joel B. H***** - Customer Relations & Warranty Dept. Manager at GSH

  (see attached)

  Joel B. H*****

  Customer Relations & Warranty Dept. Manager

  Great Southern Homes

  office 803-699-4734 ext. 1908

  Customer Answer

  Date: 01/30/2023

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