Complaints

This profile includes complaints for Gehan Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Gehan Homes

  15725 Dallas Pkwy Ste 300 Addison, TX 75001-3850

• 

  Brightland Homes, Ltd.

  9601 Mcallister Fwy Ste 600 San Antonio, TX 78216-4618

  
• 

  Gehan Homes, LTD.

  6104 Hubbell Drive Pearland, TX 77584

• 

  Brightland Homes, Ltd.

  3815 S Capital Of Texas Hwy Ste 275 Austin, TX 78704-6652

  
• 

  Gehan Homes, LTD.

  9700 Richmond Ave, Suite 270 Houston, TX 77042

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:05/03/2023

  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.

  Gehan Homes Warranty will not respond after signing repair agreement. I filled out their form on 3/20/2023 in regards to our 11 month warranty and a warranty manager came out to ** on on 3/28/2023 to discuss repair responsibilities. We signed an agreement on items that Gehan Homes will take responsibility. However, the warranty manager became unreachable for follow up after the signing. I have called the warranty manager multiple times and also left a message, and sent multiple emails to Gehan Homes care team which all resulted with no response. Gehan Homes sent the window vendor to inspect the windows and determined it will need a replacement which will take a week for the new part. It's been 4 weeks without any updates. Cabinet door was replaced and they were supposed to come back to repair the crack on the corner. It's been 4 weeks without any updates. Mortar repair on various areas - no actions at all on this item.

  Business Response

  Date: 05/05/2023

  We working with the homeowner to address their concerns. 

• Initial Complaint

  Date:04/24/2023

  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.

  Issues with home since we closed in Dec. 2021. T-Ply is not installed per manufacturer instructions and home is extremely drafty (video and physical evidence). ******** was going to address properly, area manager chose not to. Stated that T-ply was "taped as required" but photo evidence indicates otherwise. Solution does not resolve the issue. Division manager states that T-ply is "not an air barrier." Inspection by T-Ply rep confirms it is not installed properly. Draft strong enough to blow lighters out at plugs. Inspection notes show that home had significant issues with "house envelope." Area manager suggests ***** and can spray foam to address issues.Exterior walls have up to 2" gaps between foundation and siding, allowing significant air into house envelope. Built-in pest control system useless if the gaps exist. Have a problem with pests in home, but paying for use of system useless if we can't keep them out. T-Ply installed incorrectly also allows gap at base plate to allow pest entry (photo evidence as well). Those gaps also show 1" of structure base plate of perimeter wall. Approved plans from Brightland/Gehan/Gray Point show to have ****** flush with foundation wall. Plans also state there is supposed to be flashing at the last piece of siding. No follow-up from builder on what that is supposed to be.Winter issues in home show **** degrees differences from A/C thermostat to area in question, some 20' difference. Unable to regulate temperatures in front of home. A/C company says vents provide calculated CFMs at all vents, indicating other builder issues. Same issues with home in summer on south end of home.Third party inspection indicates significant differences in perimeter wall temperature differences. Other homeowners experiencing same issues. Bought a Brightland/Gehan/Gray Point home because of my experience working with my dad who was a contractor with Gehan for over 20 years. Disappointed to say the least.

  Business Response

  Date: 04/26/2023

  This home has been occupied since December of 2021. Brightland Homes has attempted to remedy/address the customers concerns. The customer has refused any further work on his home and is demanding all siding be removed so customer may observe the sheathing and penetrations. Brightland Homes is not willing to deconstruct the home.   This is very invasive and would cause unnecessary amount of damage to a home that is performing as intended.  All city inspections have passed including Frame,Sheathing and Building Final all issued by the *********************. Brightland Homes also passed the energy/blower door test upon completion of the home.  The blower door test is primarily for air infiltration.  These inspections were provided to the homeowner.  The customer is experiencing normal conditions one can expect in any completed home.   We have offered to perform additional energy tests, additional second stage poly and foam on any areas of concern.

  Customer Answer

  Date: 04/28/2023

  I am rejecting this response because:   What I am experiencing is not "normal."  These issues were brought up in December last year in an email to the warranty department.  I have video evidence of lighters blowing out and temperatures falling to freezing in the gaps of a fiberglass tub INSIDE my home.  Not normal. These were sent to ***********************, Gehan's *********** Division President.  All he said was he has a passing energy report and was not going to do anything else to address the envelope issue of the home.
  

  And please, send me the email correspondence where I was offered an additional energy test.  No offer was made in writing, verbally, nor text messages from either the *********** ******************************************* ************* Area manager *******************, Construction Manager *************************, nor warranty specialist **********************  I have reviewed my emails and there is no indication of that being offered.  And I would not use the same company that Gray Point/Gehan/Brightland used to "certify" our home. 
  

  I have extensive emails to your previous construction managers, all who have been released because they were not good at their job (***************************, *********************, ***** *** last name).  *** made that very clear when he said he was brought here to clean house and address issues in the community.  These three were involved with the building our this home and the reason we purchased this home was because they were unable to meet the deadlines of our original purchase.  They did a poor job putting this home together.

  Again, Area manager *********************** solution does not solve the problem with a tube of caulk and can of Great Stuff.  This is an envelope issue that needs to be addressed and corrected properly.  The right solution is to install the **Ply per manufacturer's specifications, requiring the removal of the siding and properly installing the air/moisture barrier.
  

  Business Response

  Date: 06/01/2023

  We will continue to work with the customer on a date that works for them to perform the blower door test.  Once the test is complete we will address the results.  The home has passed all required city inspections as well as blower door tests prior to closing. 
  

• Initial Complaint

  Date:04/04/2023

  Type:Product 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.

  I initially was in contract to purchase a home from Gehan 10/24/2022. I gave the builder $5K ******* money, according to the purchase agreement, and provided the builder with a pre qual letter for financing as indicated in paragraph 4 in agreement. I also paid the builder $7K for options. I recently lost my job due to elimination of my position, after over 7 years of employment with the same employer. I was a Mortgage Underwriter for a large Bank. There were huge layoffs and job cuts the end of 2022 in the mortgage industry. As of 01/31/2023 I was no longer employed, and have been unable to secure employment. I no longer qualify for financing. The circumstances are beyond my control. I have no income at this time, and am living with my daughter. I am highly motivated, and have done everything possible to regain employment. I cannot afford to lose the $12K that was given to Gehan for my ******* money. I am experiencing substantial financial distress, and have no other source of income for minimal living expenses. I am highly disappointed in Gehan for making the decision to keep my down payment. They have the home listed for more than what I was in contract for, and any loss for Gehan is minimal. Paragraph 4 of the purchase agreement indicates the ******* money and option deposits are non refundable in the event the purchaser does not comply with the conditions and requirements associated with the mortgage approval. This is not the case. I did comply with the lending requirements. Again, it is beyond my control that I was displaced by my employer. I have been in the mortgage and finance industry for over 20 years, and I can honestly say I would never recommend Gehan to anyone.

  Business Response

  Date: 04/14/2023

  Gehan Homes has agreed to refund the deposits to *****************.

  Customer Answer

  Date: 04/14/2023

  I have reviewed the business response and accept this resolution. When will I receive the refund?  The refund can be mailed to 

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

  16220 **************************

  ********, ** 85374

   

  Thank you for the consideration.

• Initial Complaint

  Date:03/30/2023

  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.

  Our house/roof is 7 years old. The warranty is for 10 years. We had a significant leak. The roofer who temporarily fixed it said it was due to shoddy workmanship. Gehan has been contacted several times and has referred us to the roofer they used. The roofer is unresponsive. I believe this is ultimately Gehans responsibility. We have already provided pictures of the roof to Gehan.

  Business Response

  Date: 04/06/2023

  We have reviewed our records, and we show that we have not had roof warranty complaints from this address since 2017.  The warranty on the roof is 1 year for workmanship, not 10 years that the complaint references.  The shingle manufacturer does provide a warranty on the shingles themselves against defect, which is 20 years.  The 10 year warranty that they are referring to is likely the warranty for major structural defects only, and does not apply to roofing install.
  
  Since the home closed in 2016, and no roof warranty complaints since 2017, this item would not be covered under the warranty and would fall under the category of required homeowner maintenance.

  Customer Answer

  Date: 04/10/2023

  I am rejecting this response because:   As seen on the pictures the workmanship is appalling. You did have a complaint in the exact same area within the first year and this is how you fixed it!   In the 5 years since you fixed it there have been small leaks that were not noticeable since they didnt come through the ceiling until a heavy rain. The small leaks have caused mold. My son has gotten mold illness due to your negligent repair. 

  Business Response

  Date: 04/21/2023

  We will have our warranty personnel inspect the home and review the homeowners concerns.  The warranty guidelines are clear, as I mentioned in my initial response, but we will inspect to be sure there are not any other factors that we are not aware of, and will respond after we have completed the inspection.  We will contact the homeowner to set up an inspection

• Initial Complaint

  Date:03/17/2023

  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.

  Purchased home 10/28/2022. None of our warranty issues have been satisfied. We have a fence that fell down the day we moved in.We paid for our home in good faith that this builder would honor their construction issues with our home.Currently have had five men from Gehan homes come out over the past five months and nothing has been resolved. Photos below are just one of the issues. We have a young child and already have had coyotes in our yard. Currently, I have sent another email to Gehan Homes and they have now blocked my email.

  Business Response

  Date: 03/23/2023

  We are working to address the customers concerns.

• Initial Complaint

  Date:03/13/2023

  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 emailed ***** (Warranty Coordinator-Phoenix) on 3/6/23 addressing a number of items that have not been completed from our closing on 8/29/22, the 60 day, and other. It has now been seven days and no acknowledgement or response has been received from her. The site manager for our area texted me on 3/9/23 saying he was made aware of my complaint but that was basically it.On 11/17/22 I was scheduled to have cabinet components replaced and have a bowed window check out. The cabinet guy came, replaced the one drawer, made a few adjustments but was unable to install one of the cabinet doors since the holes were cut off measurement. The window company never showed up, I notified **** and was told it was "par for the course". I wasted four hours of vacation time for about 30 minutes of cabinet work. The window company was rescheduled and eventually showed up on 1/20/23. They spent five minutes looking at the window and said it would take 2-3 weeks to get a replacement. Again, another four hours of vacation wasted. Still no window either. **** was advised to schedule them along with the 3/2/23 (below) since I can't take off every week.On 2/17/23 the cabinet guy came back out to replace the one door only to find the holes were cut incorrectly again. Thus, another four hours of vacation wasted.On 2/1/23 I put an immediate request in to have the insulation checked in the front bedroom and second bathroom due to extremely cold temperatures. It took until 3/2/23 to get a contractor scheduled. The contractor was scheduled to show between ****. At 11:30, I texted **** to let him know the contractors never showed up, **** has not responded concerning this; wasted eight hours of vacation.I have little vacation time left and my schedule isn't very flexible. Effort needs to be made to schedule multiple contractors on the same day to cover the different items. Saturdays are the best option for me and effort needs to be made by Gehan to accommodate me as a homeowner.

  Business Response

  Date: 04/03/2023

  When scheduling warranty work, we coordinate the homeowners schedule with trade availability. We try to avoid missed appointments by confirming the appointment ************* with the respective trades the day prior to the appointment. Despite our best efforts, situations occur where trades do not show up regardless of the prior days confirmation. When this occurs, we attempt to remedy the situation as quickly as possible with our trades. In addition, there are times where parts or materials need to be ordered to complete the warranty work. We also ask our trades to try to facilitate a quick response in these situations.  
  
  The ******* housing market is still facing labor and material shortages. This situation has improved somewhat after January 1st,but the market still has constrained capacity. This influences lead times to schedule appointments as well as completion of the work.  
  
  ****, who is coordinating the warranty work, is Mr. ****** primary contact. As a result, ***** has and will direct any correspondence to ****.  **** has been in regular contact with ************** and will make every effort to schedule multiple trades on given days to facilitate completion of the outstanding warranty items. My understanding is that Mr. ****** schedule has changed providing for larger blocks of time to have trades complete warranty work. This will also help expedite completion. 

• Initial Complaint

  Date:03/11/2023

  Type:Product 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.

  Paid for new home $11,534 Jan 25th 2022 Paid for new home $10,547 Feb 10th 2022 Gehan homes was not providing me a good enough notice to move on and they terminated my contract without consent.They made me to loose the chance to have a better mortgage ratr and me me to be terminated.This is totally unacceptable to me and they do not even return my money back and not even responding any more.Can this be corrected?

  Business Response

  Date: 03/22/2023

  **************** under contract with Gehan Homes to build their primary residence. During the building process ************ accepted a 2 year lease on an apartment that kept him from being able to qualify for financing on the home he was under contract for. We tried to have a secondary lender qualify him as well and he was denied due to the lease he accepted after contracting his Gehan Home. This is a breach of the contract, as it states that "Failure to qualify" shall NOT include abandonment
  of the loan application or qualification process. ************ was sent a performance letter and made aware of his breach of contract and was even given the opportunity to apply to purchase the home as an investment property. He chose not to move forward therefore forfeiting his deposits as stated in he contract he signed.

  Customer Answer

  Date: 03/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never refused about having a contract with primary but since Gehan never provided me a time frame for move in, had to stay in rental for my family. And Gehan was saying that I have to sub-lease and provide them a formal document to provide an evidence of sub-lease to begin morgage. However they only gave me a few days of time frame to complete all these process which is never been part of contract or not even close to reallity.
  This was biggest reason for me that was not able to go with primary. Gehan never provide closing date in ahead of time so I could not schedule any move-in date. This is caused me to go with rental and they said they cannot approve me a loan if I cannot sub-lease what I rented in few days.

  Business Response

  Date: 04/24/2023

  As it as already been stated, Gehan Homes will not be refunding any deposits for the following reason: During the building process ************ accepted a 2 year lease on an apartment that kept him from being able to qualify for financing on the home he was under contract for. We tried to have a secondary lender qualify him as well and he was denied due to the lease he accepted after contracting his Gehan Home. This is a breach of the contract, as it states that "Failure to qualify" shall NOT include abandonment of the loan application or qualification process.************ was sent a performance letter and made aware of his breach of contract and was even given the opportunity to apply to purchase the home as an investment property. He chose not to move forward therefore forfeiting his deposits as stated in he contract he signed.

  Customer Answer

  Date: 04/24/2023

  I am rejecting this response because:   Statement from Gehan is not correct.

  Gehan was not able to provide me a secondary loan and I agreed to discuss as Primary but leander provide me a condition to provide subless contract document few days after notification. There is no one can contract for subless in few days which was never been part of discussion or condition of contract.

  This is breach of contract and improper termination of contract caused by Gehan so either continue to selling home with me or refund whole amount at least.

   

  Thank you and hope can hear back from Gehan soon

• Initial Complaint

  Date:02/05/2023

  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.

  We closed on our house a year ago with a multitude of issues that it has taken a year to resolve. The remaining issue is our lawn. Before we were able to move into the house sod was thrown down before the lawn was properly rolled, thus there are large dips in the lawn (front and back and sides) where you could actually break an ankle . You cannot mow it properly or landscape it. We have gone through numerous so called construction managers. The first ( our final walk through) told us the lawn needed to be leveled and that ***** would take care of it. With each new manager that comes on so does a landscaper that comes out and tells us the lawn needs to be leveled and re-sod, then nothing happens. I have filled out the 3 month warranty and the 11 month warranty and was insulted by their latest manager asking if I was sure that ***** said they would take care of this when I closed. It is a giant shell game to tire you out and go away.

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 7, 2023/02/21) */
  Attempts to contact the homeowner to provide explanation of our denial to no avail. Grade and drainage of this yard was done properly at time of closing. It is the homeowner's responsibility to properly maintain the drainage/yard/sod after closing of the home. ***** Homes does not adjust grades and is not responsible for settling of sod after it is set.

• Initial Complaint

  Date:12/31/2022

  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 have had nothing but False promises since we "purchased" our home. We had our pre inspection walk through and so many things were wrong with the house. The bathrooms were incomplete, grout was unfinished, bathroom toilet was literally just moved and filled with grout to pass inspection, the home needed a lot of touch up paint, my front door is not properly installed. I was told that everything would be done in a week since we were closing 12/22. I was surprised when I got the call from title to sign, I let them know that things still were not complete and I didn't want to sign until they were. The ***** was called and we were assured that everything would be complete and we could sign and not fund until we gave the ok. We never gave the ok and they funded without permission from us. **** the construction manager let me know they would be fixing all the issues before I would get my keys and showed me the email saying that my shower glass and mirrors would be installed on the 29th which never happened. He never responded to any of my texts so my husband started texting and he did respond to him but also feeds him more lies,.Today is the 31st and none of my issues have been resolved. I honestly don't know how they passed inspection and got a certificate to occupy. The lack of accountability and lack of care this company has for their homebuyers is unreal. I am not sure where I go from here as they keep giving me the runaround.

  Business Response

  Date: 01/17/2023

  Our Management Team has met with and has been in further contact with Ms. and/or ************** regarding walk through items that need to be addressed. Some items have been completed while others such as cabinet parts and a trim piece for a sliding glass door are on order. Although supply chain issues are beginning to show signs of easing, many items such as these are still adversely affected.
  
  We will continue to communicate with Mr. and ************** and are committed to complete any outstanding items from their walk through. In addition, Gehan Homes provides a warranty program to address warrantable items that arise after the walk through.
  

  Customer Answer

  Date: 01/18/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  After Filing with the BBB and making a few calls to corporate I was put in touch with ***. He so far has been able to fix most of the issues but we do still have some outstanding issues. WE have been in constant communication with him.

  Customer Answer

  Date: 01/30/2023

  ***Document Attached***
  After closing out our case we have had zero items completed.
  We were told twice someone would be by and they never were, Last week the guy we have been taking to was sick and so things were put on hold, the week before that his wife was sick so things were paused. I am not sure why someone else didn't take over but I have some items in worse condition than before. He's a really nice guy so I feel bad they have been sick but still unsure why someone else isn't following up. Still haven't had half the things on the original list taken care of and have my 60 day coming up. The shower door looks like it's the wrong one. This doesn't include the list for the 60 day as I'm trying to get the original list done.
  See Attachment/File: C7B4B430-BD2D-453A-A3AF-45F843F20185

  Business Response

  Date: 02/27/2023

  Our Area Manager for this community met with ************** and generated a list of outstanding warranty items. Since that time, this employee left our organization. This has resulted in a number of these items still outstanding. We have been in communication with ************** and are working to gather this information and get these outstanding items completed.

  Customer Answer

  Date: 05/02/2023

  It is *** and we still have not had our issues addressed. We had the new guy tell us that we had to put it on our 60 day list only to be told they are back logged. There is air coming though all the outlets. Every single one of them is baffled by this but no one is addressing or fixing the problem. This is in addition to none of the other issues being fixed.

  Business Response

  Date: 05/18/2023

  We are continuing to work towards completing any outstanding warranty items. Although the availability of labor and materials has improved somewhat in the Phoenix market, subcontractors still have extended lead times for warranty work. Nearly all the remaining work has been scheduled to be completed by the end of May, with the few remaining items scheduled to be completed on 6/2/23. The onsite personnel will continue to coordinate with the subcontractors to complete any remaining items. 

  Customer Answer

  Date: 05/24/2023

  Today was the first day that 9 items of my checklist were suppose to be completed. I rearranged my schedule and was told vendors would come anywhere between 8-4 and just like all the previous times I was told someone would be by no one showed up. I have no faith that anyone is going to show up on the other days and I can not keep missing work while I wait and no one shows up. 

  Customer Answer

  Date: 05/26/2023

  I am rejecting this response because:   

  Today was the first day that 9 items of my checklist were suppose to be completed. I rearranged my schedule and was told vendors would come anywhere between 8-4 and just like all the previous times I was told someone would be by no one showed up. I have no faith that anyone is going to show up on the other days and I can not keep missing work while I wait and no one shows up. 

  Business Response

  Date: 06/02/2023

  The Construction Manager made an error scheduling the work to be completed. As a result, the Area Manager for that region is now responsibility to ensure completion of the work. Several items have been completed and we will continue to follow up to ensure the balance of the items is completed in a timely manner.
  

  Business Response

  Date: 06/05/2023

  The Construction Manager made an error scheduling the work to be completed. As a result, the Area Manager for that region is now responsibility to ensure completion of the work. Several items have been completed and we will continue to follow up to ensure the balance of the items is completed in a timely manner.

  Customer Answer

  Date: 06/05/2023

  I am rejecting this response because:   I have taken several days off and have also had someone stay at my house and have had no shows left and right. When we reached out to question this we were told that we werent sent the updated list only to get the list back with the same dates but missing several of the items that needed to be fixed. 

• Initial Complaint

  Date:12/14/2022

  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.

  I emailed ***** on May 13, 2022 asking for consideration to give me the extended 10 year warranty because I was not given the paperwork that covers the warranty before or at closing. The paperwork was left in the attic attached to the unit. I contacted **************l who installed the unit. They said it was not their responsibility to give the paperwork. I spoke with **** on May 19, 2022 explaining what happened. She said it was the responsibility of the builder to get the paperwork to customer. I spoke to ****** around May 26, 2022 and he said he would get to me on the issue after the holiday. I have left numerous messages and no one has responded and no one ever answers the phone. The coil needs replacing and I believe ***** should take care of it because I couldn't file for extended warranty because I was never given the paperwork.
  

  Business Response

  Date: 03/21/2023

  Business Response /* (1000, 5, 2022/12/29) */
  Thank you for reaching out to Gehan Homes.
  
  Just as the homeowner states, this HVAC registration documentation was left on the actual unit per our normal closing procedures. Appliance and equipment registration instructions for the home is gone over and signed to at the Pre-Closing Inspection walk through prior to closing. Per our records, this service was conducted with and signed by a Mr. ************* (ATTACHED PROOF OF DOCUMENTATION).
  
  Unfortunately, due to the fact that this registration documentation was provided, and we only have services available for the initial construct and one year builder warranty on the home, we will not be able to assist with this repair request. We apologize, very sincerely.
  
  Gehan Homes