ComplaintsforUniversal Builders, LLC

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought the uneven roof issue to the attention of the warranty department on 2/25/22. They replied 3/7 that this is normal. After further questioning they sent their framer who supported one of the many rafters that are causing this issue. They ignored the other parts of the roof with the issue. I procured a private roofing inspection 3/29 from *** ****** roofing who recommended trimming some of the shingles that are already bowing from the bad rafters and installing a stiff back on the underside of the rafters. I provided this report to Universal on April 6th. I did not hear anything from them until July 8th. On July 15th ***** ******** from ******** Building Supply as well as representatives from the Warranty Department at Universal Builders. At no point did they enter the building to inspect the rafters or go on the roof to inspect the shingles. Almost immediately I was told that there was no issue and nothing to be done. I received an email on July 18th to this effect that they had no plans to guarantee the structural integrity of the roof, repair the already damaged shingles, or fix the uneven roof.

  

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/08/11) */ Good afternoon, The homeowner did reach out to our company regarding his roof. We did have an expert go out to take a look at the roof and there were no issues found that would constitute a warranty claim. Yes, the homeowner did have his own roof company go out and assess the issue. The company he had come out even stated "Upon inspecting your home's roof when meeting with you on 3/29/22, I did not observe any roof issues that would appear to lead to a roof leak on your roof. I did see what appeared to be raised rafters that are having an effect on the left end of the house. Unless shingles need to be removed and replaced to correct the raised rafters, I don't recommend any roofing replacement from what I could see at my visit. There are a few shingles that appear to be butted up to one another and raised somewhat. These can be corrected by trimming the end vertical seams of the shingle. This will allow the shingle to relax and lay down flat on the roof when exposed to some heat from the sun on a warm or hot day. This is not an uncommon issue especially when shingles may be installed in cooler temperatures. If the shingles that are raised are not addressed they can present an issue to catch wind during a storm at some point during the life of the shingle roof. If any existing roof shingles are removed and replaced there is the risk that any new shingles won't match up exactly to the existing roof shingles due to differing manufacturing time frames and production lot numbers." The homeowner is requesting we address something that is not considered a warrantable item. There were no structural issues found. Our company has no obligation to do anything further. Consumer Response /* (3000, 7, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. Universal Builders, LLC above is claiming that the framing issue in question is not covered under the warranty. Please see attached exhibit (Page 13 of the the signed and executed warranty agreement) that states that "The Builder will repair any framing imperfections that exceed these tolerances of 1/4"". The builder's refusal to repair these defects is in clear violation of their own warranty agreement. 2. Despite no representative from Universal Builders stepping foot on my roof to investigate the shingles, they are claiming that there are no issues with the shingles. I paid for a private inspection due to the inaction of the builder. As quoted above, the private roofing inspection recommended trimming the shingles in question that have been damaged as a result of the faulty framing. As mentioned by the builder above "If the shingles that are raised are not addressed they can present an issue to catch wind during a storm at some point during the life of the shingle roof". Despite this, the builder refuses to correct the framing or trim the shingles as the above roofing inspection recommended. 3. The builder is claiming that there are no structural issues. His framer initially inspected the area and completed a repair on one of the many defective rafters. At no point since then has any representative examined the rafters or entered the attic including Mr. Crosslin. No structural engineer has been on my property. The Builder is claiming there are no structural issues but have not properly inspected and are unwilling to guarantee their claim. Business Response /* (4000, 11, 2022/08/26) */ Good afternoon, The homeowner's warranty as is relates to FRAMING is listed below: "Some minor framing imperfections such as unevenness not exceeding 1/4", high low areas, floor squeaks, some split or warped rafters, walls that bow or bulge, out of plumb walls or out of square walls should be expected. The following tolerances are acceptable for framing, not to exceed in a 32" measurement: Ridges or depressions in flooring 1/4" Bowed walls 1/4" Out-of-Plumb 1/4" The builder will repair any framing imperfections that exceed these tolerances, within the first year." Our warranty department scheduled the roofing company to go out and inspect the homeowner's roof on 06/28/2022. The homeowner told the roofing company to leave and would not allow them to inspect the roof. The homeowners warranty addresses RIGHT OF ACCESS: the Home Owner must provide the Builder (and its representatives) access to property during normal weekday business hours to perform its obligations under this Warranty. Failure to provide such access may relieve Builder of its obligations. The homeowner denied access to the property. On 07/15/2022 our warranty department and the owner of the Building Supply company, who supplied the framing material met with the homeowner. The building supply rep explained to the homeowner what he is experiencing with the rafters is normal and does not indicate a structural issue. Building materials expand and contract due to heat or cold. Even the company whom the homeowner hired to inspect the roof indicates "...rafters warp and bow after installation due to normal heat build up in an attic...and that ultimately, a general contractor familiar with wood residential framing can speak to this better than himself." The homeowner became very aggressive after he was told that this is something normal and the homeowner called our representatives a liar and used profanity. The homeowner's warranty also addresses this type of behavior. It states "No warranty or call back work will be performed if at any time the homeowner becomes overly irate, speaks or acts in a threatening or belligerent manner to any Builder employee, subcontractor, or any representative of the builder. The homeowner forfeits all warranty work in any instance that involves verbal/written profanity or unacceptable hostile behavior and this warranty will be null and void from that point forward."

• Initial Complaint

  06/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife and I purchased a home in Mt Juliet TN. We knew ahead of time that eight windows to be replaced were as of yet not replaced and would be added as an exception. We also knew that our custom garage doors were not back-ordered and we would have temporary garage doors installed to close. This item was also added as an exception to be resolved when back-orders came in. In regard to the garage doors, a realtor (********** Realtors) who represents Universal Builders (referred to as *** in the remainder of complaint) informed me she ordered those in Feb 2021, that other homes were also getting temporary garage doors, but we could expect them perhaps by December or January 2022. I am aware of there being supply chain issues then, and I took it on good faith they would prioritize fulfilling their (Universal Builders, LLC) contractual obligations with me and my wife. February came and went, and I have often asked when are these windows and garage doors coming in? I keep getting told oh you no, supply chain, this house doesn't have their expected garage doors, that one doesn't, and that one doesn't. Those homes may not have what is in their punch out to be done list either, but I know which homes do. The dozen or so they are in the final stages of completing a block away and need to sell. It's been nine months since we closed. It's been over 15 months since *** claimed she placed the order for our garage doors. Surely she did not place orders for garage doors for these homes just now in the final phase of their completion before February 2021. As employees working for Universal Builders could not or would not give me an answer, I reached out to *** on 2022-06-08. I also CC'd a second ***. I have heard no response. Not even an acknowledgement. I try to be understanding about these things. I know supply chain issues have been an issue. But we, and our contract, are being ignored while this builder continues to build complete homes a block away.

  

  Business response

  07/18/2022

  Business Response /* (1000, 12, 2022/07/08) */ Representatives from our office have been in contact with the homeowners. The garage doors have been on backorder for a very long time. Unfortunately, we still have 15+ homes in the same situation. We definitely understand the frustration of the homeowner and are very sorry for the length of time they have had to wait for the garage doors to come in. The garage doors finally came in on 06/27/22. However, when they arrived from the supplier only a portion of the doors arrived (they come in pieces). Our installer has been in contact with the supplier to make them aware of the missing pieces and is trying to get an update on when the remaining pieces will arrive. We will continue to communicate with the homeowner regarding the status of the garage doors and will work to get them installed once they've arrived. In regards to the 8 windows that needed to be replaced per the punch out, the staff members and subs responsible for following up to make sure this was completed dropped the ball. We will not make any excuses for why this occurred. We do sincerely apologize for it happening. We have since been in contact with the window supplier, who has been in contact with the homeowner to address the windows. The windows are scheduled to be replaced on Tuesday, July 12, 2022. One of our representatives went out to the home today 07/08/22 and updated the homeowner on the status of both the garage doors and windows.

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