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:04/20/2024

  Type:Service or Repair 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 closed on my InTown Homes Townhome on February 26, 2024. The next day, when my son took a bath, water began leaking from the 4th floor through my closet on the 3rd floor and all the way to the kitchen area on the 2nd floor. It was soon discovered that the plumbing subcontractor who finalized the 4th floor bathroom did not secure the drain properly. InTown Homes has barely even initiated the repairs needed to my brand new home. All that they have done in the past two months is take some measurements and had some new flooring delivered to my garage. No repairs have been made.Furthermore, since we had just moved in, the majority of our belongings were still in boxes and stuffed into various places of the house and were in various stages of being unpacked. Most of the damage to the property itself, as well as to my personal property occurred in the master bedroom closet. I presume InTown Homes will make the necessary repairs to my home, although as mentioned above, virtually nothing has been done and 60 days have passed. I have even greater concerns about my personal property that was damaged or destroyed. I provided a list with pictures and costs of the items ruined by the builder's negligence. InTown Homes told me to contact the subcontractor that did the work and that I would have to deal with the subcontractor directly. InTown Homes gave me the subcontractor's information and I contacted them. The subcontractor denied being the one who worked on my ******** I contacted InTown Homes to inform them of this about 1 month ago and then a few weeks ago and I have never heard anything back. So after spending $752,000 on a new home, within days of my purchase, about $5,000 worth of personal property has been destroyed, my drywall has been soaked in dirty bath water and my closet floors have been soaked in dirty bath water and are buckling and InTown homes has done nothing except to have me falsely accuse another company of negligence.

  Business Response

  Date: 04/23/2024

  Firstly, we apologize for the inconvenience and damage caused by the water leak in your townhome. We acknowledge that the plumbing subcontractor responsible for finalizing the 4th floor bathroom did not secure the drain properly, resulting in the leak. We assure you that we are committed to resolving this matter promptly and to your satisfaction.

  
  Since the incident was reported, we have taken some initial steps towards rectifying the situation. The necessary flooring materials have been delivered to the job site, and we are coordinating with the subcontractor to complete the floor repairs by the end of this week. Once the floor repairs are finished, we will proceed with the drywall work required to address the water damage. We understand the urgency and are working diligently to expedite the repairs.
  Regarding the personal property that was damaged or destroyed as a result of the water leak, we acknowledge these concerns. We have been in contact with you regarding the issue and are working to reach a satisfactory resolution. We are exploring options to compensate you for the damages and will ensure that your personal belongings are appropriately addressed.

  
  We sincerely apologize for any confusion or miscommunication regarding the subcontractor's involvement. We understand your frustration and regret any inconvenience caused. We will take responsibility for coordinating with the subcontractor directly to ensure that your concerns are addressed and that you receive the necessary support.

  
  Our main priority is to resolve this matter promptly and to your satisfaction. We are committed to making the necessary repairs to your closet and compensating you for the damage to your personal property. We assure you that we will continue to work closely with you to achieve a fair resolution.

  Customer Answer

  Date: 04/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:02/06/2024

  Type:Customer Service 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.

  In-Town has failed as an HOA, they do not enforce any of the Bylaws and the *********** they have hired either has no power or is not doing their job to the residents. The community is in terrible shape with plants being dead, cars parking everywhere, guest parking being full with resident cars, gates and waterfall being broken at all times, and no communication. I with others were made certain promises in regards to how the community would be maintained and none of that is happening.

  Business Response

  Date: 02/13/2024

  Dear Mr. ********************* you for reaching out to us with your concerns regarding your experience with InTown Homes. We understand that you are dissatisfied with the performance of the ********************** (***) and the lack of enforcement of the Bylaws. We apologize for any inconvenience or frustration this may have caused you.

  At this time, we kindly request additional information from you to help us address your concerns more effectively. Could you please provide us with specific details regarding the promises made regarding the maintenance of the community? Additionally, if you have any documentation or records related to these promises, it would be helpful to include them as well.

  We will ensure that your request will be communicated to the appropriate department within InTown Homes.

  We appreciate your patience and understanding as we investigate this matter further. If you have any additional information or questions, please do not hesitate to contact us. We are here to assist you and will do our best to address your concerns.

  Customer Answer

  Date: 02/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  You mention in your first paragraph the main issue the lack of any enforcement of the Bylaws. The promise I am referring to is the fact that these Bylaws would be enforced when buying this home. Throughout the time I and many other residents have lived here there has been little enforcement of the Bylaws with most projects moving at a snails pace. I have attached an email a resident (***** who is on the advisory board) emailed to the ************** team back in 9/30/20 in which they mention several issues to the ************** person at the time. I would like to go over each of these that have been yet addressed by you or the **************. 1. Parking for visitors/residents this has yet to be addressed as we have residents who park in *************, always in front of their house, not facing the right way, and overall residents park almost wherever they want. I have personally reported this to both Intown and the *** as well and have attached that email in which Intown says soon the issue will be addressed (1/2/22). 4. Landscaping/Irrigation We have consistently had poor landscaping throughout the community, if anyone was to come through the community at any point, they would see the landscaping is horrible. 5. Garage bins/Recycling Bins This is an ongoing issue if you come to the community a day or two after trash or recycle day there will be a number of houses that have left their bins out. This is an easy violation given the bin will obviously belong to the house that it is in front of. 6. ********/Lake usage We have people from the surrounding areas using our facilities from the pool to dog park. Pool keys were distributed and then after that nothing more was done with that, it is still possible to get into the pool without the key card, it is also possible to get into the dog park without an issue. We have had homeless people showering at the pool and resources being used by non-residents. The pool key cards were approved March 23, 2023 which can be confirmed via Townsq and yet here we are almost a year later with no progress. 8. Garage enclosures We have a number of residents who have converted half their garage into a room or use it as storage, this causes issues with parking and goes against section 2.13. I have further attached an email sent by ***** a resident about parking back on 12/19/20. I have purposely included older emails to showcase how long the community has been outspoken on issues that have made no progress.
  There are currently two homeowners that has his home on ****** which I reported back in (8/23/23) which is on the TownSq requests which goes against the Bylaws, I have provided the links to the ******:

  
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  And

  
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  ****** ******** stated in a correspondence which is attached dated 10/12/23 she had reached out to the developer in regards to the guest parking and has not gotten a resolution at this time. I follow up with more emails and requests for updates, but as you can see no updates have yet been provided (attached correspondence). This issue with parking has persisted since ***** through the advisory board had emailed back in 2020, which leads me to believe you have not even looked into the issue.  Further, why have you not been able to come up with even the simplest solutions like properly getting the pool secured? It is clear that the *** has no idea what is going on in ****************** and it confuses me as to why you refuse to approve anything or enforce the Bylaws.
  I included old emails to show that these issues have been present for a few years now, I have more recent emails I can also provide you with if you would like. As the *** you have a duty to enforce the Bylaws and work in the communitys interest. The ************** is quick to point the finger at you for the lack of any progress on the above issues, and we as a community have yet to see the *** make any progress on several fairly important issues. Can you tell me the last time someone from the *** visited the community? If you come to the community, you will be greeted by dead agriculture, broken gates, cars parked everywhere, a truck that is leaking oil, trash cans outside homes, a pool that is not secure and the restrooms are not handicap accessible, and so many other issues. I would like to understand why you do not enforce the Bylaws that at the time of buying every resident signed. Further, we as a community are asking you to merely do your job as the ***. If you feel you cannot be an effective ***, the community would love to take over the task because at this time, we have a lot of issues and the ************** is saying you are the issue because they have made you aware of the issues (I have many emails in which ************** is saying they have forwarded you the information), but you have chosen to not respond in any way. Please refresh yourselves on the Bylaws (I see no need to attach them, if BBB requires them I can provide them to them merely to show that there are clear sections that are not being enforced) and then come take a walk in the community and you will see for yourself that there are ongoing violations. 
  
  
   

  
  

• Initial Complaint

  Date:11/09/2022

  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.

  In June 2022, I purchased a InTown home that was only 9 years old. Upon doing what was supposed to be a small improvement to the ledge of my balcony, we discovered that the entire cavaliered area of the front of the house was completely rotted. The wood was black and falling off in pieces. Many contractors who came to bid on the repairs discovered multiple issues that occurred at the time of construction that caused a fairly new home to rot, including incorrect flashing of the windows, missing weep holes, and lack of appropriate slopes in the house. Given this is a construction error and a structural failure, we went to InTown in July 2022. It took three months and an attorney for them to finally send someone to inspect my home. For about a month, InTown would tell me that I needed to talk to ACEs (their third party warranty mitigator). But, ACEs was telling me to talk to InTown first. I kept going between the two parties and no one was helping me. At one point, InTown's project manager for warranty requests said he would came take a look at the house. When I followed up with ACEs to see I could start a claim, they said they hadn't heard from InTown's PM yet. I never heard back. It took me getting an attorney involved for them to take me seriously. I paid half the cost for an inspector to come out to only look at some photos and write up a paragraph, saying moisture caused the damage, so InTown was not responsible. They did not state what caused that moisture. When asked, I got no response. This inspector is contracted by ACES, whom InTown pays. And, he and the PM knew each other. So, I do not think this inspector is unbiased. Regardless if this fell under warranty, this is a direct result of InTown not properly building the house. The builder already set a precedent of paying for these exact repairs, as many of their stucco homes have the same issue. So, I fully expect that they uphold that precedent. But, they have been proven difficult to contact and work with.

  Business Response

  Date: 12/07/2022

  Hello, 

   

  Thank you for stating your concern regarding this matter. I noticed the email you have is incorrect and you can submit any correspondence via email to our receptionist at [email protected]. 

  I can assure you our team is discussing this matter and the details pertaining to it. Thank you for your time, have a great day. 

  Customer Answer

  Date: 12/13/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  The business did not address my complaint. They only stated they are looking into it and that I could reach out to their receptionist.

  I have been engaging them since July 2022. I was ignored by In Town and Aces initially. It took an attorney to get them to respond. They ignored my latest message, inquiring about their inspector's decision, regarding the warranty.

  All of that said, this lack of response from the builders is only the tip of the ice berg. The main issue is that the integrity of the home was compromised during construction by neglecting to adhere to building codes. My house began to rot as a result of this. I have paid tens of thousands of dollars because of their negligence. I have stated this many times, but the builder has yet to acknowledge this issue and their role within it.

  
  Regards,

  Emily *******
  
  
  
  
  
   

  
  

  Business Response

  Date: 12/21/2022

  We apologize for the inconvenience this has caused you. We can only imagine the frustration you are under dealing with the situation. I can assure you I have been pushing PM in effort to get the ball rolling faster on this project. 

  Customer Answer

  Date: 01/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  I feel like this is another example of how hard it is to get anywhere with the builder. I am afraid this will never get resolved and they are hoping I will just stop responding. This put so much anxiety and stress on my family and myself when moving into our first home. And, I still haven’t gotten anywhere. Please, let me know when I can expect a response from the PM. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 01/12/2023

  Ms. *******, 

  We have responded to your claim according to the terms of the Limited Warranty of the home. We have responded and coordinated inspections in a timely manner. I regret that this has not met your expectations. If there are disagreements with the assessment or our response, please refer to the dispute resolution language in the ACES Warranty.

   

  Best Regards,

  InTownHomes