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:11/07/2024

  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.

  We built out home with Millcreek Homes. We signed a warranty agreement as well as the company, and ***** ******. We had one year to fill any warranty requests which I did for our flooring. We have multiple places where the floor is separating as well as cracking and nails popping up through the floor. I filled it prior to our year being up and it took them over a year to respond to it and that was only because I had to ask about it. They said they would fix it and we went months without hearing about it so we addressed it again. They then had a flooring company come out and look at our floor. The guy that came said our floor was installed incorrectly and also the sub flooring. He said our entire floor needed to be replaced. **** and his project manager **** sent another company to look at our floor for a second opinion and they said the exact same thing. Over the past 2 years weve been going back and forth to get our floor fixed that was under WARRANTY and they said they were looking to find our flooring since it had been discontinued. But after months and months they cant find enough. So they offered to find something similar to fix the places that need to be fixed. We told them we want our entire floor replaced, just like both the companies THEY sent to look at our floor said needs to be done. Prior to this request of floor being fixed, they did fix another spot on our floor that had a nail come through but it came separated from the other floor and chipped so we have a hole in our floor. They installed our floor improperly and we want it replaced as suggested as the companies they sent to look at our floors. They havent responded to the last email we sent them and we want our floor replaced.

  

  Business Response

  Date: 11/08/2024

  Hi ****,

  As you are aware we have been trying to find replacement material for your home.  Which we have not been able to locate.  Based on the 3rd party inspections we've had, some of the floor needs to be replaced and some does not-- most of it needs to be resecured or fixed, which can be done with the current material.

  As we have explained, our options are:  replace the areas that are needed with a different material that will not match and repair the rest of the floor. OR replace the entire floor with a credit for the areas we would have otherwise fixed and have you pay the balance of the replacement.

  Let me know what you would like to do. Thanks,

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22529031
  
  I am rejecting this response because:
  

  Both of the flooring companies that you had come look at our floor said that it was installed incorrectly and the subfloor was not prepared correctly and the entire floor needs to be replaced.  I understand you cant find the material but I put in a warranty request during the warranty timeframe and it was never addressed by you until I asked about it  we also had another flooring company come look at it and he is in agreement that it is installed incorrectly and it all needs to be replaced. 

  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 11/18/2024

  We do not have to replace the whole floor, the wood itself,  the whole floor does require repairing.  The wood can be used for the most part with the exception of one of the areas.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22529031
  
  I am rejecting this response because:

  Would you accept different color planks in 50+ areas you spent 630 thousand dollars on? If that is an option to credit us the repair cost I was unaware of that option. If we choose that option we want a check and we will pick a flooring contractor to come and replace all the floor. If no one wants to take responsibility on the poorly installed floor and thats the best option very disappointing. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 11/22/2024

  This is a warranty claim, if you read through your warranty booklet you will see that we are not responsible to match dye lots.  This happens all the time.  Its like a car having to have one part of the car fixed and expecting to have the whole thing repainted.  That's not how the warranty process works.  We will replace what needs to be, we can fix the rest.  If you want it all to match we can give you a price to fix the entire floor.  Or as you suggested we can credit you for the repair and you can get someone else to replace the floor.

   

  Thanks,

   

  ****

  Customer Answer

  Date: 11/22/2024

   
  Better Business Bureau:

   

   

  we want to be credited for the repair and welol have someone replace the floor on our own. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/29/2024

  Type:Sales and Advertising 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.

  Bought our house from Millcreek homes and had problems right from the start o. Our walk through we showed Millcreeks relitor that we thought we had a leak in the master closet and he showed us a photo before signing and stating that he moved the insulation from the ceiling to show that there wasnt a leak. After a couple of months it was summer and our upstairs was so hot and we were complaining to our neighbor and he said I dont think that they insulated the upper level and I grabbed a ladder and sure enough there was none at all it took over a month to get insulation. Then we got ***** attempted to put on our house from concrete contractors due to ***** not paying his bills. And we had no banisters going down stairs at first due to them saying that they werent code. We were doing our basement and had the city of *********** to get noticed that we were due a ******** due to it is code. That took a year to get.And not even 3 months our tile cracked in our master bath and since ***** goes through superintendent due to not treating them right we still to this day never got our tile fixed. ***** will not take phone calls directly he will have an assistant call you due to he isnt a true leader and take responsibility for his own company. Bad company to deal with dont buy a Millcreek home from this guy.

  

  Business Response

  Date: 07/30/2024

  I am not sure what the client is asking here.  This is a lot of hyperbole and conjecture about why one thing or another happened.  It sounds like the issues mentioned have been resolved, we are sorry they happened in the first place, but I am not sure if the client wants to air grievances, or if there are legitimate things we need to take care of.  Please let us know what you think is outstanding and we will try to address based on the warranty parameters.

  All warranty issues should be submitted per your contract and warranty paperwork. We have not seen any to date.  The home is now several years old but if there is something legitimate we are happy to look at it.

  Thanks

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22063621
  
  I am rejecting this response because:

  My tile got looked at by 2 of your superintendents and never had anyone come out to fix the tiles that cracked.

  they both had all the information and photos and you would never do a thing to get my house completed.

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/05/2024

  So you have two tiles that need to be fixed?

   

  Please forward pictures and info and we can take a look.

• Initial Complaint

  Date:08/24/2023

  Type:Order 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.

  -Date of Transaction: 7 March 2022 -Amount of $ payed to business: $194,500.00 -Millcreek homes committed to buy and build a community of townhomes in ****************, ****. -Nature of dispute: Since receiving ******* money and lot deposit. Builder has failed to follow through with upholding deadlines in the contract. Instead of our contracts being honored, he's (***********************) giving myself and another client I represent an "olive branch" by allowing us to put a lien on another property his company is building. Only communication is done through the realtors that represent the project, and they're not great at communicating at all. ******************* and ********************* are the realtors for the project, and claim they have our best interests at heart, yet haven't lived up to their word in regards to communication. In essence, they've been stringing both myself and the buyer I represent along for over a year now, with no solid timelines on if we're going to get our money back or if we have to try to put a lien on a project of Mill Creek Homes, to get anything back. They say "We will update you weekly", and I have to request updates every 2 weeks because some new emergency has come up. Neither of us want to pay a lawyer to attempt to get our money back, but we were told that the project in **************** is being sold and the next builder does NOT plan on honoring the deposits we paid the Mill Creek Homes. So the builder will get his payday and could care less about whose money he originally used to acquire the land, permits, and other documents related to the *********** of ******** Poll Townhomes.

  

  Business Response

  Date: 08/25/2023

  *****,

  We are committed to returning all ******* monies on this project. Its only as of recently we have realized that we will not be able to perform, or have a small likelihood of performing.  The last year or so has been used to obtain approvals from the city etc.  We have not been able to obtain construction financing to this point. We have been pushing to resolve this issue.  As of now the property is for sale to recoup funds and proceeds.  Even if there is a sale there is no profit on our part, I assure you, it is just to get out of the project and pay obligations back-- this is a loss for me too.  It is an ongoing process at this point. Part of the reason I think you may be feeling pushed off is that we are actively working to sell the property or find another path forward which has not been obtained yet. There are other projects where you can benefit which we can discuss.  I will have *** and ***** reach out to you again so we can get the communication back on track.

   

  Thanks,

• Initial Complaint

  Date:07/12/2023

  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.

  Our floor has nails popping through the floor, a piece of floor that was fixed is popping out of the floor and broke into pieces. I filled a warranty request before our warranty was ** in 5/2022 and our floor has never been fixed nor has the builder addressed it or fixed it even though it was through the warranty. I have contacted the builder and he is now ignoring me. We were here just barely over a year and our driveway is crumbling, our house is brand new and should not have the driveway falling apart after 1 year. The builder emailed me back about the issue and was ignorant. There are things that were never finished with our house that the ** said would be done but never way. The builder and the ** lied multiple times during our build about the process and tried to hide things.

  

  Business Response

  Date: 07/13/2023

  Our last communication on the floor was a week ago.  I passed this task to the supervisor who built the home.  He will be on contact.  We are not ignoring ****.  When she has reached out we have responded. It has been tough to get the trades back for small issues admittedly but we have not ignored this.

  The driveway is out of warranty and I told her that.  I am not sure what it means by being ignorant about the issue. We have denied the claim based on the timing but there could be other maintenance and care issues at play as well.  They have denied using salts and chemical melting agents as well as driving on the surface with snow and ice; which are the two biggest reasons the driveways fail. Regardless, this falls outside of the warranty coverage and I advised on how to care for the driveway in the future.

  Accusing us of lying and hiding things is a pretty serious accusation especially when there is nothing to substantiate it (details?). It feels like this is sort of a blackmail-type of statement to get us to do something that was not agreed too. If they agreed to the warranty standards and to maintain the home, and then try to get us to do something that wasn't agreed to is not very honest in and of itself.  Also, if there are really unfinished items as claimed we are happy to try and address those.

  Customer Answer

  Date: 07/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************