ComplaintsforGehan Homes

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an issue with ********* they're refusing to fix their defects.I bought my house and moved into new home in December 2023. In total I have three trees, two of them in the backyard and one in front. The are newly planted trees and it is a second time these trees are falling. After I reported the problem to them first time, they asked me to submit a warranty claim, knowingly that policy doesn't cover landscaping.The trees are not planted deep enough, half of the roots are out, they put mulch on top to cover it and now every wind and rain taking these trees down.They sent a guy one time he added a stick and fastened the belt. Didn't' help.March 22, we had rain and wind one tree on the ground other two are about to fall.Called again, same answer "report to the warranty department" same answer "we don't cover" the builder's response" we don't control what covered or not by warranty."How many times I have pay to fix it? and most importantly, why I have to fix their poor job?Two choices either cut them down or re-plant them again. I asked if ******** will be fine with the idea that one of their newly build homes will have no trees at all? No answer.It seems unfair that I bought this house in good faith and fully paid for it to find out that they are masking the defects and refusing to fix their shortcomings.A logical question would be what else is covered with mulch that I don't know yet?According to my research:" In ***** the builder is Generally Responsible for any defects or damages that occur to the construction for a period of four years from the date of completion that would be considered the Standart Breach of Contract or breach of warranty claim."I made a complaint to the ****** of ******** General ******************* as well.

  Business response

  04/03/2024

  Were sorry to hear that this homeowner is having issues with the trees planted during construction of the home. 
  
  As mentioned by the homeowner, there was a storm on March 22 that caused a considerable amount of damage in that area, and specifically in that community.  There were 3 homes under construction, from 3 different builders, that were destroyed by the winds and 2 of them had to be demolished.  There were also multiple fences damaged due to high winds and/or rotating winds, so this is not an instance of the trees falling over under any type of normal circumstances. 
  
  It is not possible for us to warranty against events like this, so we informed the homeowner that the trees were not covered under warranty.  Our position remains the same, this unfortunately is the responsibility of the homeowner.
  

  Customer response

  04/03/2024

  I am rejecting this response because:   

  The builder chooses to forget that it is not a first time this happened, unless it is constant storm that happening only on their builds.  They can blame the weather all they want but the simple fact is poor quality work. As they noticed this is not only my home this is the quality they provide all over. 

  Maybe then they can explain why the roots of the trees are ON the ground and not IN the ground? 

  Maybe they can explain why my iron gate is coming apart. Missing bolts is that a part of the storm or bad job?

  Maybe they can explain ***************** from the window panel is it the weather or poor quality?

  I feel that when they ask high price, they should understand that it requires high quality.

   

   

   

   

   

   

  Business response

  04/11/2024

  We understand the frustration with the trees, but this is not a warrantable issue. 
  
  It is true that the homeowner brought to our attention in January, two trees that were leaning.  We explained at that time that this was not warrantable, but we agreed to straighten them as a courtesy to the homeowner.  If the trees were not planted in accordance with our procedures, then we would certainly take care of it, but we are not able to warrant landscape items that are affected by acts of nature.  This area often experiences strong winds, which can lead to these types of issues, and the March 22nd storm was just an extreme example of this. 
  
  We are not able to accommodate the request for replacement.

  Customer response

  04/11/2024

  I am rejecting this response because:   

  If the trees were not planted in accordance with our procedures...

  What is the procedure 2 inches deep and bag of mulch?

  Can you please provide a proof that they were planted deep enough?

  Two days ago, all of my trees on the ground again I checked around all my neighbor's trees fine.

  By the way adding additional stick to one tree didn't help and call it common courtesy to the homeowner is laughable.

  You know very well that it is a poor-quality job, and it is absolutely your shortcomings.

   

   

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had an 11 month inspection done FEB 19. I talked to someone at the warranty **** and was basically told to read my warranty and only file what's covered. My question was to certain things like cracks. I never said cosmetic. He told me that NO cracks are covered, go read my warranty then file a claim. If I file something not in my warranty they will deny claim. so I wasn't gonna add the crack he called joint separation cause I don't want them to discard my whole claim. but I got irate and he finally admitted that under certain circumstances cracks ARE COVERED. I assume the one my inspector pointed out falls into that category (he deals with inspections and warranties for a living). SO IF I HAD NOT PUSHED THE ISSUE HE WOULDVE KEPT THAT INFO TO HIMSELF. THAT SHOWS HOW THEY OPERATE AS A COMPANY. I have a gas leak or a vent hood that was connected wrong blowing gas back into my house but I don't know under what section to file it because the rep told me to read my warranty...I guess he'd rather not help a customer in the hopes I mess up and they can deny my claim...especially when I'm close to the end of my 1 year. I'm gonna have to pay somebody to show me how to file a gas leak claim and how to read an inspection report and apply those terms to warranty claims cause brightland would rather not get involved

  Business response

  02/28/2024

  we are working with the homeowner to address their concerns.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new build Gehan home in May 2019. Several of the residents in our HOA have had their trees die over the last two years. When the dead trees were dug up to be replaced, we have found that the trees (live and/or red oaks) were planted in the ground left in their pots. Doing this stunted root growth as well as exacerbated the effects of any freezes we had. Gehan will state that landscaping is not covered under warranty, however it is directly due to their or their subcontractor's negligence and dereliction of duty that the trees were improperly planted. They will also state that I am outside of my two year warranty, however this problem was unable to be detected until the tree was dug up. To prove a breach of the implied warranty of good and workmanlike performance of repair or modification services, the plaintiff must establish the defendant did not perform the services in a good and workmanlike manner. **** and workmanlike manner means the quality of work performed by a person who has the knowledge, training, or experience necessary for the successful practice of a trade or occupation, performed in a manner generally considered proficient by those capable of judging the work. ******** v. Southwest ****** Found. Repair **** 400 S.W.3d 52, 56 (Tex.2013); et al **** and workmanlike manner related to home construction requires the builder to construct the home in the same manner as would a generally proficient builder engaged in similar work and performing under similar circumstances. In residential construction, the implied warranty applies only to latent defects. For a defect to be latent, it must not be discoverable by a reasonably prudent inspection of the building at the time of sale. I paid $845.65 for labor regarding dead tree removal and cost of new tree and install and would like to be reimbursed this amount due to the above.

  Business response

  02/28/2024

  Some cities require trees to be planted in pots, and the ****************** requires he trees to be planted in the pot so that the pot may act as a root barrier to protect the foundation. This process would not have been the result to the tree dying. 

  Customer response

  03/07/2024

  I am rejecting this response because:   

  The ****************** Zoning Ordinance states

  "ART. XXV. LANDSCAPE AND SCREENING
  CARROLLTON COMPREHENSIVE ZONING ORDINANCE 25 - 6
  6. INSTALLATION AND MAINTENANCE:
  a. At the time of installation, all plantings shall have indications of normal growth and shall be
  sound, healthy, vigorous and free of weeds, insect and/or disease infestations, or objectionable
  disfigurements. All plants should have normally well-developed branching structures and
  vigorous and fibrous root systems which are not root- or pot-bound. All plants shall be adaptable
  to the climatic, sun, shade, and soil conditions of the area in which they are to be planted."

  Furthermore, the ************** Standards for the ****************** states:

  "Any tree planted within 4 of any curb (including private residences) shall have a Tree
  Root Barrier as manufactured by ************* *******************************************************************************, ************, or approved equal, installed in accordance with Standard
  Detail M-10 of these ************** Standards."

  The attached Tree Planting Details show how/where any such root barrier should be installed. In none of the details is a tree shown as being planted in a pot nor is a pot considered a root barrier per the ************** Standards.

  I also spoke with the ****************** arborist - ***** on February 28, 2024, who stated there is no such requirement that a tree be planted in a pot and furthermore, he highly advises against planting a tree in a pot.
  

  Business response

  03/15/2024

  Our position remains the same as the code at the time of construction required us to plant the tree with the potting container. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Family moved into our Gehan "Model Home" on December 22, 2017 and were thrilled to have the opportunity to live in such a Beautiful home in an Amazing Subdivision of only about 40 Homes, many of which were Model Homes built by several Builders in the ****************. We first noticed the drip at the back of the downstairs toilet a week or so after we were unpacking and we kept having to wipe up the "drip" from under the plumbing that went from the Toilet Tank to the Wall - having never seen this type of plumbing, there was no "turn off" valve as is on every toilet I have ever seen. The drip was also happening with the toilets in the Master Bath and the Guest Bath, both upstairs bathrooms. We had a Home Warranty which we then called to come out and repair whatever was causing the problem - ON ALL 3 TOILETS! The Home Warranty Chosen Plumber would not TOUCH the leak/drip (even though at this point we were starting to notice mold around the drip area) because he Cited FAULTY INSTALATION! We then called Gehan Homes who deferred to the Plumber used when the home was built. We called the Plumbing Contractor given to us by Gehan and they were INDIGNANT AND RUDE, telling us they install ALL THE TOILETS IN THE SAME WAY AS OURS AND WOULD NOT EVEN CONSIDER COMING OUT TO SEE WHAT WAS HAPPENING!!! AT THIS POINT, my Downstairs toilet has mold, and the baseboards are actually SWELLING AND STAINED from the water damage. I am fearful there is mold growing and as an elderly and disabled woman, I am also fearful of not only the HEALTH HAZARDS BUT THE COSTS OF REPAIRS OUT OF MY OWN POCKET! Is there anything we can do at this point to get these repairs done??

  Business response

  02/07/2024

  Ms. ******************************* is the 2nd homeowner to this home. The original homeowner closed 10/30/2013. The original homeowner never advised us of any plumbing issues occurring in the home during their years of homeownership. 
  Brightland Homes limited workmanship warranty coverage expired 1 year after the original homeowner closed on the home,10/30/2013 and the mechanical components 2-year limited warranty has expired. Unaware whether the original homeowner made modifications to the home prior to the sale, however, at this time, limited workmanship and mechanical warranties have expired.   

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have filed 3 tickets to get my garage door fixed. I have lived in the house less than 30 days. The garage door opener does not work. I have asked them to fix this. I am elderly band my husband has stagec4 cancer as well

  Business response

  01/31/2024

  ** filed this BBB complaint on 1/15/24, we had been working with the homeowner since then. As of today 1/31/24, our Construction Manager confirmed with the homeowner that repairs have been addressed and completed.

   

   

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my home from Brightland (then Gehan) in Sept 2022. During closing, the construction managers *** and ***** met with me. There were some open items that needed resolving, including mirrors in 2 bathrooms that had scratch marks, construction cement on the master bath floors that needed cleaning, and most importantly the kitchen countertop that was basically damaged. The kitchen countertop had a layer of dirt on top of it that couldn't be cleaned. ***** informed me that this happened during construction, as the countertop gets installed first before the cabinets. They assured me it would get fixed. It's been over 14 months now and I haven't gotten a resolution on any of the items yet. I reached out to my salesperson (*********************) who asked me to talk to *****. ***** scheduled ********** (who installed the countertop) to take a look. The person confirmed the countertop is spoiled (they tried cleaning it multiple times). ***** then stopped responding to my emails or calls or texts. I then put these same points in for my 11 month warranty hoping it would get resolved then. ***** from the warranty **** reached out to me. Even he got ********** to take a look and that person (named *****) also confirmed that the countertop was spoilt and needed replacement. It has been 2 months since ***** did the inspection and I can get no one to call me back, neither ********** nor ********** despite reaching out to them multiple times. The resolution I need is to replace my countertop and the bathroom mirrors. It makes no sense for me to keep damaged goods after paying a hefty price for the home.

  Business response

  01/16/2024

  Thank you for taking the time to send this inquiry over. 

  In response, our homeowner will be contacted, immediately. We're very thankful for the heads up this issue is pending and grateful for the chance provided to look into it. We will have the trade reach out from the review and actively ensure this concern is addressed ASAP.

  Thank you also for this opportunity to respond and please have a wonderful rest of your New Year!

  Very Sincerely,

  Brightland Homes

   

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The new house windows are leaking from the wall and bricks got cracks all over the house and quality of wall and paint is very very low.The door locks and weather guards are not proper.There many gaps in the roof that causes leakage into walls.Deposited of many warranty tickets and emails, either warranty team or local construction manager never respond or never care about home buyers.Worst quality home with highest price paid.Regret to buy home from Gehan homes / Bright land homes

  Business response

  01/04/2024

  We are working with the homeowner to address their concerns. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Buyer Beware!We purchased a home in Tamarron built by Gehan homes in 2021 and recently had a plumbing issue where the sink was backing up. I initially checked all the pipes underneath the sink for any blockage and found none so I called a plumber. They came out and tried to snake the line with no luck, so they ran a camera through the line and found the pipe was pitched up and that was the reason the drain was backing up. The fix was to dig under the house to get to the pipes and level them. I was shocked by what they found the pipes were not level in several spots and the line going out to the sewer was installed backwards. Whats more, the inspection record from the city shows approved/passed. I approached Gehan with these facts and was told they would not reimburse me for the cost to repair the pipes. The reason given is the plumbing warranty is 2 years (expired June 2023) and I didnt use their contractor. I tried to call their contractor and never received a call back after leaving a voicemail. As for the city, I dont know what the inspection entails but its clear from the pictures from the plumbing company the pipes are not level and the pipe going to the sewer was installed backwards. Its incomprehensible that a company would not stand behind their work when its clear the workmanship was poor. I have picture evidence that the pipes were not installed correctly. Im not asking to fix a leaky toilet. Im asking for reimbursement of the cost (approx. $8,800) to fix a workmanship issue underneath the house. Given the failure to do the right thing, well be seeking legal counsel to attempt to resolve the issue.

  Business response

  12/18/2023

  Were sorry that that homeowner experienced an issue with their drain system. 
  
  This homeowner contacted us originally on or about Nov 14th and informed us that he had already had work performed by a plumbing company which he hired.  The homeowner also told us that he had attempted to contact the original plumbing contractor on his home and got no response. Weve spoken with the original contractor, whose information was provided to the buyer by us when they purchased the home, and they show no messages or record of contract from the homeowner.
  
  We denied warranty coverage on this for the following reasons:
  The warranty coverage on the plumbing system expired for this home in June of 2023, and we show no record of any previous warranty requests sent to us for this plumbing issue.
  The warranty policy states that costs incurred for unauthorized repairs are not reimbursable, and that written authorization must be obtained from the Warranty Administrator first.
  
  Had the homeowner brought this to our attention first, we would have asked the original contractor to investigate the concern. 
  Furthermore, in reviewing all the photos sent by the homeowner, nothing in those photos verifies a defect in the drain lines. The photos are positioned in such a way that the issue is ambiguous at best,and we have no way of knowing if there was any type of defect, or if ground movement created an issue, or if an issue even existed that merited the repairs which the homeowners contractor charged them for.
  
  We always are willing to address warrantable items, but this is not a warrantable item, and we stand by our decision to deny the coverage.
  
  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brightland gives incentives toward upgrades, including a 2nd refrigerator hookup. This was presented with no mention anywhere of affecting other items. We asked where the linen closet was located after contracts were signed-it dawned on us we didnt see it. The sales person stated the refrigerator hookup removed the linen closet and we couldnt change it. The home we are building is over $500k, 3K sq ft. No one would build a home this size with no linen closet anywhere. My husband asked for her management's contact info, however she didnt provide this. Later when we brought items to her attention the intent was to glaze over them. I called ********************** to see if they would resolve it. It took a week for a sales manager to respond, who gaslighted me by constantly repeating they would honor the contract. I asked where contract stated that the selection removes the linen closet. She never answered that and rejected my solutions. I was told ** receive a follow-up response and was rudely hung up on. Weeks later, I received an email that they would honor the contract. Again, the contract doesnt state this, likely on purpose.My husband complained about obscene amounts of trash in our future home including beer bottles/cans, and food strewn in the dining area. The trash was swarmed with ants! Weve been assured the home is being constructed with expert craftmanship. Not true. Were constantly mentioning issues like haphazard holes. Instead of adding a 2nd medicine cabinet after they mistakenly cut 2 big holes instead of one, they want to just patch up the holes. The hole for the medicine cabinet we did order was haphazardly jagged. Its clear they hire cheap labor with no oversight. The trash shows alcohol is being consumed while they work on our home- no wonder there are issues. We hope some items will be fixed but cant tell. Theres no regard for their customers- once they got almost $20k in deposits, customer service went out the window.

  Business response

  11/30/2023

  We are working with the customer to address their concerns. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am currently under contract on a home being built by Brightland Homes, but am having a terrible experience as a buyer. An appraisal was performed according to the builder's timeframe, but it came back subject to. Another appraisal is scheduled today when closing is scheduled for Tuesday. My lender has already stated that it would take a miracle to be able to review and approve the appraisal if it does not come back subject to again. I have been treated very poorly when I am the buyer! There was also a chip in the granite kitchen island countertop and I requested replacement, but they simply put resin and epoxy and stated that was their solution. I am purchasing the home for ******* which far exceeds what the builder could sell the home for in this market now and am paying for a new home with new appliances, countertops, cabinets, etc. I requested seller credits due to having repairs done and not receiving new as I am paying for, yet the builder is adament about not providing anything. I am being threatened with losing my ******* money and design deposits if I walk, but there is absolutely zero accountability for the host of issues I have been faced with and what it appears the builder is trying to force me to accept! There are many other issues which have occurred, but it is too much to write within the character parameters allowed within a BBB complaint. I am at a standstill at this point as I am not comfortable moving forward when issues have not been addressed properly and I am trying to resolve this amicably with the builder without resorting to litigation. Everything has been documented well and the errors are not on my end.

  Business response

  11/07/2023

  Our field management team has already been in contact with this buyer and realtor several times about their concerns. 
  
  We did have a few issues that needed to be corrected during the construction process, which is not uncommon in the homebuilding process, and this home was the first built of this particular model, so there were some modifications made along the way.  We also agreed to delay the closing until the first of November so that we could make any necessary corrections prior to closing and offered to offset the buyer for the cost of the additional appraisal inspection. 
  
  The granite repair that they mentioned was due to a natural void in the granite slab, which we had filled and polished.  No replacement was necessary or realistic in this situation.
  
  The buyer has requested that we compensate them 15K in closing costs for their concerns.  We will not compensate buyers in lieu of making proper repairs, so we would not agree to do that, but we certainly agreed to, and have completed any corrections that were needed so the buyers could close.  The home is complete, and we are prepared to close according to the terms of their Purchase Agreement.
  
  On October 31st their realtor sent us an email notification of the buyers intent to terminate their Purchase Agreement.  Based on the Purchase Agreement, there is no refund of deposits in this situation.  

  Customer response

  11/07/2023

  No one has personally reached out to me in regards to my complaints to go through the multitude of issues.

  This is not the first built plan of the ********** in the neighborhood as the first is on ******* which was purchased by a design executive whom had their granite replaced three times.

  I had a ****************** look at the slab and confirm it was a chip in the granite and that resin and epoxy will eventually come out, so it should be replaced. I have pictures of worker's placing tools and machinery on the granite slab as well. I paid extra for an upgraded granite and what they are trying to force upon me is not new. This is a new build, so granite with a filled chip is unacceptable.

  Brightland claims the house was ready to close on November 1st (according to my realtor, the sales manager had stated there was no new close date as there was a lot to fix and then a close date would be addressed) when the tub was still not working, drywall holes were in the bathroom, the board above the garage had still not been replaced, the awning was still crooked, the front door which I paid an upgraded charge for still had deep scratches/chips in the wood, the shingles had not been replaced nor the bubble in the roof fixed, the warped boards on the back patio were not replaced, the texturizing and paint around the fireplace looked as though a child did it, a cracked window, and the list goes on.....

  I had been promised numerous times of fixes throughout the process, but Brightland continues to not keep their word nor do they repair anything correctly nor in a manor which anyone would walk in and consider of a new build. The business has made false promises and not held up their end of the deal. 

  I should also mention that I had three separate meeting in which I had to state where I wanted a floor plug (which I also paid extra for) and was told it had to be exact as they needed to do that PRIOR to pouring the foundation. They poured the foundation without putting the plug in so had to jackhammer the floor to run the floor plug which is completely the company's own fault. Then, I was assured they would "float the floor" yet they did "the best they could" even though they could not get it "completely smooth" due to their own error.

  Additionally, they left a 2 foot long piece of rebar in the foundation which had to be pulled out and filled which tore up the trim. Instead of replacing the trim as they stated they would, they simply put coats of paint over it and you can still see the gouges in the trim despite them trying to cover it up.

  Additionally, at a meeting I was informed AFTER the design center meeting that replacing the sink would crack the granite due to how it is installed as we had told the design center we would simply upgrade that after we moved in. No one informed us of that until AFTER the design center meeting, so I requested to please change the sink as had we been informed that then we would have opted for a different sink! Management argued with me that people don't normally ask that, so that's why it was not told to us and that they will take the situation into consideration and as a coaching opportunity to inform future clients. They made me pay $500 to even get the sink changed which they simply get to pocket as that is not credited to me at closing either even though they admitted this should be disclosed at the design center level and will be in the future.

  Brightland was also informed that appraisals should not have been ordered when they were and both times came back subject to, so yet another error on their end which I have received no compensation for.

  Brightland has false advertised and completely did not do as they told me they would do to make this right. 

  I am not paying for shoddy "fixes", I am paying for a new build and that is not what Brightland has produced by any means. To say otherwise, is false. 

  I have pictures throughout every step of the process, so Brightland can contact me directly if they are remotely interested in doing the right thing. I told my realtor I was so frustrated with the entire build and all that has transpired that I was reaching out through the BBB to even try to come to an amicable resolution. 

  Considering everything I have been through, at the VERY LEAST, I should be offered credits or simply *********** returned as all the evidence proves ********** did not uphold their end of this at all. I performed on my end, yet they did not.

  Business response

  11/10/2023

  I am not sure if the customer was expecting contact from someone else, but our builder, Sales Counselor and Area Sales Manager had been in contact with the customer and/or realtor in this matter. Once we received notification of their desire to terminate the Purchase Agreement,there was no reason to reach back out to discuss these items.

  
  Although it is not necessarily relevant to the discussion,but just to clarify, this is the first plan built of this new model. The home that the customer is referring to as being purchased by a design executive was the initial prototype version of a new plan, which evolved into the plan that that this customer purchased. That other customer they are referring to made changes to the granite several times at their own expense after they closed on the home.  I believe we did remove and re-install the island granite countertop one time during the construction process in order make a repair to the cabinet below, but we did not replace any granite due to imperfections or defects. There is no reason to replace the granite as this customer has requested, a minor blemish repair is completely common and acceptable.

  
  When I stated in my previous response that we agreed to move the closing to the first of November, I meant that we agreed to move it to the first part of November, not that it would be ready to close on the date of Nov. 1st. Sorry for the confusion. We have since addressed any of the necessary items, but since the customer notified us on Oct 31st of their intention to terminate, we did not follow back up with them on those items.

  
  Although there were some corrections made along the way, as I mentioned previously, there also appears to be some confusion on the customers part. They may be receiving incorrect information from a third party, or not understanding what they are seeing. There was not a two-foot-long piece of rebar pulled out of the foundation as they stated. There was a piece of rebar, sitting loose under the tub plumbing box out, which we removed, but this was not impeded in the slab, nor did it cause any damage. There was,however, a short piece of rebar protruding from the slab near a wall, that we cut off at floor level and made the cosmetic repairs needed.

  
  The buyers state that they reached out to the BBB to help come to an amicable resolution, but they notified us of their desire to terminate the agreement before we even received notification of the complaint and had a chance to respond. As I stated in my initial response; we were willing to make the necessary corrections to deliver a quality home, but we are not willing to pay additional monies in lieu of repairs, and we are not willing to make repairs that are unnecessary.

  
  I am sorry that they have chosen not to move forward with their purchase, but no refunds are applicable in this situation. 

  
  

  Customer response

  11/10/2023

  I am rejecting this response because:   

  I have not signed any termination, so I am unsure why they keep reverting back to that. I told my realtor that I was thinking about canceling depending on what they do to resolve this situation.

  As far as the design executive home, we visited several times and witnessed the granite being replaced several times prior to closing. Regardless of that fact, no one should have to accept a "fixed" granite countertop (which, once again, I paid an upgrade for) when this is to be a new build. 

  The company is trying to cover what happened. We were physically there and watched the carpet guy pull out the rebar from the floor, this was not from the tub. The tub was not even in yet. If it was pulled out and simply cut off, then there would have been no hole to fill nor would the trim be gouged and mangled by the area it was pulled. We have video and pictures as well, so I am unsure why the company chooses to undermine what has actually happened.

  They also jackhammered under the tub down to the tension wires because they put the drain in the incorrect spot because we chose at the design center (prior to the slab and plumbing), a jacuzzi tub and they had it for a free standing tub. 

  Due to Brightland's own errors, they should do something to make this correct. The miscommunication between their team is unfortunate. It appears to me that they are unwilling to make things right and make their buyer happy to purchase their home. There are still issues not addressed nor fixed as we went by the house and things are still not complete, nor done. They have put an available sign up as well when we have not even come to a resolution to all of this. 

*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. ↩