ComplaintsforK & M Builder & Developer, Inc.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home in July 2020, within the first few months we experienced multiple tile, grout and flooring issues. They attempted to put bandaids on this issues instead of fully investigating the route cause of the issues. In March 2021, we informed K&M Homes that our home had fallen off the footers underneath the house. They again attempted to bandaid the issue. This only exacerbated the problem. We were in constant contact with the on-going issues and all agreed to do what needed to be done to remedy the situation indefinitely. In December 2021, K&M scheduled to replace tile once again without correct the foundation and at this point the floor were sagging. Mark J**** finally came to our home claiming no knowledge of previous issues and discovered that our home needed 2 new footers to correct the sagging and then would replace damaged subfloor and tile and any issues caused by re-leveling the house. Once the footer when installed and settled, they are now refusing our agreement to repair the long standing issues with subfloor, tile grout and the leveling of the house caused a large crack in the foundation of our home in which they are refusing to correct.

  Business response

  01/24/2023

  To Whom It May Concern,

  In response to the complaint filed by Case # ******** K & M Builder and Developer, Inc would like to submit the following statement. 

  
  

  The homeowner reached out to K & M in July of 2020 with a complaint that there were some cracks in the grout and tile located in his master shower. During an inspection by the supervisor over his property we agreed that the shower needed to be addressed due to workmanship being below our standards. Also during that visit our supervisor noticed some grout lines that needed to be addressed in the master bathroom flooring as well along with some broken tiles. At this point we scheduled a tile contractor to completely rip out the shower and the floor in the master bathroom and replace all the tile and grout. At this time the homeowner expressed concern with other areas of the home including the upstairs bathroom and laundry room. The homeowner requested a complete tear out and replacement of tile and grout to which we denied. We did however agree to touch up the grout that was affected but there was no need to replace the tile. The homeowners agreed, the work was completed and the claim was closed. 

  
  

  The next complaint came when the homeowner claimed that the new tile in the master bathroom made a popping noise when walked on in front of the vanity. K & M sent another supervisor out along with the tile contractor that completed the work and on more than one occasion the homeowner could not replicate the issue.  With no proof of unusual noises and no broken grout or tile K & M made the decision that there was no issue to resolve and explained this to the homeowner. Again, claim closed.
  

  
  

  At this point the homeowner started another claim on the basis that there was a gap in the hardwood floor and they began to notice a slight crack in the drywall on the second story of the home. This was met with a visit from our owner and our warranty manager. During this visit a moisture meter was used to determine that the humidity levels were below 20% during the winter months. It is normal for wood to contract when humidity levels drop to this level. (Homeowner later stated in the summer months that the gap in the wood floor had indeed closed up with the increase in humidity.) During the initial winter visit common settling was observed but in order to rule out all possibilities the company owner and warranty manager also inspected the crawlspace. Once in the crawlspace they did see an area that could use some extra support due to the natural settling of the home. NO PART OF THE SUBFLOOR HAD SEPARATED FROM A FOOTER OR PIER. K & M poured two small footers to place house jacks on and proceeded over the next few months to slowly raise a portion of the floor about 3/4 of an inch. Once the process of raising the floor was finished we suggested that the homeowner let the house settle into its new position. We DID agree that if during this process the floors were to move in a way that created gaps or uneven tile or broken tile we would make the NECESSARY repairs. 

  
  

  Upon our inspection at the end of the "settling period" the floors were well within an acceptable specification and the only flaws that we deemed necessary to address were some very minor cracks in the grout. Which we did fix. In no way did any of the repairs made by K & M cause any further issues to the flooring or foundation to the home.  

  
  

  From the beginning of this process the homeowners have requested all the tile in their house be replaced numerous times. To which we did replace the areas that were in need of replacing (shower & master bath floor). We did refuse unnecessary repairs at the cost of the company based on the customers opinion that NEW tile would fix the issues. The adjustments made to the crawl space were not made to joist that would affect the tile in the master bath. These adjustments were to alleviate the issues mentioned on the second floor of the home. 

  
  

  In every instance we evaluated the issues brought to our attention, we made educated plans to resolve the issues then we reevaluated the work completed to ensure the issues were resolved meeting a high standard of quality. At no time was the structural integrity of the foundation or the home in jeopardy. In every instance other than the shower all the stated issues were due to the natural settling of the home. K & M went above and beyond to provide peace of mind and security to the homeowners. 

  
  

  Thank You,

  Seth T*****

  K & M Homes 

  6143 Ooltewah Georgetown Rd

  Ooltewah, TN 37363

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

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