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:09/02/2025

  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 have not heard from anyone from K&M or BBB about my problem that I filed with BBB Ooltewah. How long does it take to get someone to help me with this claim? Do I need to refile with you or the Ooltewah office? I have tried to work with K&M but it looks as if they just keep putting me off. My water damage is due to drain not being connected. I have sent pictures to ViJay, Canyen and Seth and they know all about my problem but seem to care less about doing anything. My warranty was up January of this year but this heat/air problem has been ongoing since I purchased the home. I had very little heat or air in my entry way and front room and their guys worked on my unit several times. They were the only ones that ever touched it while I was under warranty. On July 29, 2025 I sent ViJay a text telling him of my problem and he said he would forward message but me to please reach out to warrant department regarding the issue. I did not know who that was and was told, Canyen and Seth. I sent each a text explaining what had happened. Two weeks later I text ViJay and told me that someone from the office would reach out to me today with an update. I am still waiting.

  Business Response

  Date: 09/10/2025

  ********We did send our HVAC team out to Mrs. ****** residence numerous times during the warranty period to address the temperature fluctuations she claimed to have had in her front room. Even after explaining that her HVAC system was running efficiently and properly and explaining that this particular room has large windows facing northeast within a room that is "color drenched" in a dark color. This will affect the temperature in that room compared to other rooms that are in the rear of the house. When the sun is shining and the temperatures are higher the room is slightly warmer than the rest. When the temperatures are cooler and it is cloudy and cold the room will be cooler than the rest of the house. At no point were the room temps different from the rest of the house beyond what would be considered acceptable. During these visits and others Mrs. ***** was combative, demeaning and abrasive with K&M employees and our subcontractors. She was also combative and demeaning over email and text to K&M Employees. I eventually stepped in and asked her to please refrain from speaking to our employees and subcontractors in that manner or we will no longer honor her warranty.  

  Her new claim that was brought to our attention July 29th had no relation to the claims of the room not being the correct temperature. While it did have something to do with HVAC it did not cause the fluctuations she previously mentioned. She reached out to Jay while he was on vacation. He politely asked her to reach out to Canyen or myself to receive assistance. She promptly replied that she had no desire to work with me and she would try to reach out to Canyen. Upon talking to Canyen she was adamant that K&M not enter her home. We have since sent our HVAC contractor over to the house for him to be told that another company had already repaired the issue. Canyen has reached out to try and schedule a repair of the ceiling and wall that was damaged by the leak caused by a loose condensation pipe on the air handler unit and/or offer to pay for the repairs made. K&M believes that our HVAC contractor did in fact omit the use of glue on the drain pipe fitting and we are more than willing to make the repair or pay for repairs already made. She has thus far been unresponsive or will not give information to the subs that arrive to complete work. 

  Since the beginning of her warranty period she has spoken down to our team. When she had claims we would try to schedule them and she would be hateful about the fact that she would have to be home for the repairs to be made and rush the progress in efforts to return to work or other obligations. While we understand the inconvenience of having to take time out of a clients day to complete repairs that does not warrant hateful behavior or asking contractors to rush work that she has asked to be done. It is understandably very hard to do business with a client that will not speak with 90% of your team or allow said team to complete work. 
  
  We use a CRM that houses all of our communication avenues for all of our clients. We ask clients that this be the #1 and mostly only line of communication that is used to reach out to us. Points of contact are made very clear and clients are urged to use these points of contact. Mrs. ***** has refused mostly to use this CRM and continues to try to work around the "points of contact" by texting site supervisors directly. Site supervisors that have no control over warranty items. This both wastes time, risks information being relayed incorrectly and blurs the accountability lines of our team. We use the CRM so we can have eyes on communication so nothing falls through the cracks. The CRM is where I was able to see the tone in which Mrs. ***** repeatedly demeaned and demanded items from Warranty Managers and site supervisors. This is also the tool used for me to send my message that she needed to speak more respectfully to our team. At that point she almost completely stopped using the system all together. 

  We are willing to repair and/or pay for the most recent HVAC repair and the damage caused by the condensation line leak. But she has to speak with our team to do so. All we ask is she work with us to get the correct contractors into the home to make repairs or provide receipts for the repairs so we can submit a reimbursement to her. We are not avoiding ownership of the mistake as much as she is avoiding dealing with the people she must deal with to remedy the issue at hand. 

  Customer Answer

  Date: 09/11/2025

  
  
  Complaint: 23828563
  
  
  
  I am rejecting this response because: I do feel that this needs to be addressed and the truth be told.  I do want the damage fixed but I also want K&M to tell the truth about the problem.  No one has been to my  house are even called except the heat/air company and I thinked him for calling and explained that I just needed the water damage fixed.  I would like Seth to explain his response.  I do have cameras and can show that no one from K&M has called on me.  I would like it in writing that K&M  will pay for damage.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 09/11/2025

  I have attached the conversations both with Jay and Canyen above. Mrs. ***** was first told to speak with Canyen or myself to inquire about a possible remedy to the issue. She did reach out to Canyen. At the time she reached out to him he was busy and asked her repeatedly to contact me for assistance. I, to this date, have zero emails, Buildertrend messages, or phone calls from Mrs. *****. You can see that the communication I was given did not have an accurate description of the items that were needing attention nor did my photos pull up as I was only shared "screen shots". (This further proves the necessity of using the Buildertrend CRM Mrs. ***** refused to use. Had this been uploaded there our entire team would be able to see the pictures and read the comments.) I did however end up seeing the pictures and after reviewing them we decided that our assistance and input was warranted. The issue that caused the water stains in the home has nothing to do with the front room being hot or cold. The issue we are there to fix is a condensation pipe that was not properly glued to the attic unit and by force, vibration or happenstance, came loose and caused the condensation tray to overflow. Had this pipe been loose since the completion of the home the probability of this water damage happening well before now would be very high. None the less, this is an oversight by our HVAC team that needs to be covered by K&M. We agree to that. 
  
  I was mislead to believe that our HVAC contractor came to Mrs. *****'s home and he was turned away. It has been brought to my attention that he called her and asked to set up a time to make the repairs. At which time Mrs. ***** informed him that the repairs had already been made. The same day Canyen contacted the HVAC contractor to schedule his repair we contacted a paint and drywall contractor to also begin scheduling with Mrs. *****. To my knowledge they are planned to begin work either today or tomorrow. 
  
  We never said we wouldn't make the repairs or pay for the repairs. We simply asked that Mrs. ***** reach out to the appropriate parties to facilitate the repairs. In one of the text messages she stated she sent correspondence to Canyen, Jay, Myself and Mark. None of us have this email? This reflects the same disregard for our communication systems throughout her warranty period.

  Customer Answer

  Date: 09/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Mark I really think we need to meet with all mentioned by you and settle this.  I have all the records of every conversation between me and K&M.  I sent text with pictures to all three of you on the day.  I never included Mark because I was told who to send too.  There is a big problem with this story.  Yes ****** * **** called me today shortly after you received my response, today was the first.  Let’s get this story correct.

  
  
  Sincerely,
  
  
  **** *****

• Initial Complaint

  Date:09/02/2025

  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.

  K&M Homes @ 6143 Ooltewah Georgetown Rd. Ooltewah, TN 37363
  Prior to Purchasing a Home @ **** ****** **** ******** ** ***** We complained that there was standing water in crawl space and was told by both Kelley (Realtor for K&M) and Jay (project Manager) it was a Sprinkler problem and they would have someone adjust to solve problem which was done twice with no results of solving the water issue. As I continued to com plain after purchase on August 23rd 2024, I spoke with Jay several times and he came out and stated weather permitted they would pump water out and reevaluate the problem which to date has not shown up and I then spoke to Seth on a number of warranty issues and set a deadline of the one-year mark. I now have had the crawl space evaluated and K&M Homes with no communication on this issue on ******* ***** after Canyen asked for pictures now have a mold problem and a spouse with health issues directly related to the standing water that caused the mold. After speaking with a number of neighbors each has their own stories and several talking about selling at a loss to leave this new community with only Approximately sixteen homes that are occupied at this time and a few that are not sold. We still have an outstanding gutter issue which has been addressed twice with no results as well and a stove issue that Seth could not correct in eleven months until I took control and got it replaced with an out-of-pocket cost of **** ******* *** ***** ******* for Service calls. All these cost issues need to be addressed at the proper time as it seems I will have to finish addressing each on my own. My expectation at this point is to get reimburse for all out-of-pocket cost for issues reported and not dealt with per my conversation with Seth. The health issues will be addressed separately.

  Customer Answer

  Date: 09/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we were told the adjustment would be made to correct this problem by realtor/Kelly and also Jay by using ******* ***** under the warranty and to say now it was under final inspection  is just another deceptive practice by this builder,  we need to look into the realtor Kelly E&O insurance and complaint with previous and present broker as well as ROC and Attorney General in Nashville for these multiple warranty items that have not been corrected,  Now I have asked for Arbitration and have heard nothing,  So will correct the final issues as this has been on builder ***** as I was told it was their process, I expect to see this complaint on the BBB as it does not show at this time. 
  
  
  
  Sincerely,
      
  ****** ********                         

  Business Response

  Date: 09/16/2025

  Mr. ******** has threatened legal action at every disruption since he has purchased the home. It is almost as if his end goal with the purchase of the home is to end up in court about something no matter what. Entering something into ************ does not mean that it is covered under warranty and must be remedied by the builder. The multiple copies of the Builders Warranty that was provided to Mr. ******** plus the copy attached to this BBB complaint state what is covered and what is not. If we have not completed an item Mr. ******** has submitted it is only because the item was not covered by the warranty. 

  We have a signed buyers final that states there were no remaining issues or concerns with the home as of the day of closing. If Mr. ******** was worried about anything with the construction of the home this was the document that he should have used to make these concerns known. Mr. ******** closed on this home with me in attendance and that is my signature at the bottom of the same document. The crawl space was never mentioned in that closing.

  We also have a signed Builders Warranty which also bears my signature and I personally went over with him sitting across the table. Again, presenting a prime opportunity for him to bring up his concerns. We have addressed every warranty claim he has presented to us. Some were denied as they were not covered by the warranty. There were also many that we fixed or facilitated a repair through contractors. We have done nothing but stand behind the document presented and signed by the client.

  Mr. ********'s refusal to to accept the terms of our warranty of the legality of the buyer's final produced by his agent from ***** does not constitute us to provide repairs either not mentioned in the buyer's final or not covered by the builder's warranty. We will not respond to any further communications from Mr. ******** concerning these items or any other "warranty" related arguments from this point forward either through the BBB or any other outlets of communication. These items are closed as of todays date and we will have no further arguments with Mr. ********. It is a waste of resources and time to state facts to an individual that only continues to argue opinion. 

  Customer Answer

  Date: 09/17/2025

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

• Initial Complaint

  Date:11/21/2022

  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.

  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

  Date: 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

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