Complaints

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• Initial Complaint

  Date:08/06/2023

  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.

  My husband and I built our home with perry homes in November of 2020. Since then, 2 of my window ***** flood daily which in turn floods my basement. Its been brought to my attention that my house may have been built on a spring . Whether thats true or not I dont know. However, I contacted Perry and they denied this, and when I asked if they could help with installing a French drain or something to help, they offered to bring dirt to me. Im not sure what Im supposed to do with that. I would need to dig up all my landscaping to do anything with dirt. They were very unapologetic and very unwilling to help me. In February I lost my husband to brain cancer and Im left with this house that constantly floods and ** told will never sell because the water problem. I just need some help and Im not sure what else to do.

  

  Business Response

  Date: 09/01/2023

  In response to the complaint regarding the house being built on a possible spring; When a home builder digs a hole to construct, we are required to have soils test completed with an engineer certifying stable soil conditions.  When this home was built, Perry followed these recommendations and received a clear from a 3rd party engineer to move forward with construction. The home is no longer covered under warranty and Perry has no further liability to perform work at this home.  Perry has however performed a visual inspection on the property following initial complaints regarding soil settling which Perry specifically excludes from warranty coverage. The homeowner was advised in 2020 during the covered warranty period to adequately address dirt settling as well as to alter their landscaping (which they installed by a third party other than Perry) to more adequately handle runoff water.
  All of this said, the source of the current water is a difficult one to determine sometimes, but it appears that water accumulation in the window well is likely a result of surface water runoff. The home is at the base of a hill with other homes built above it.  Under state law/statute,surface water runoff is the responsibility of every individual homeowner. In this case, the owners of the homes above the home in question may have some liability if their surface water is draining into the lot below in extreme amounts.  Additionally, there may also be additional landscape design features installed at this home to better manage surface water runoff. Again, since Perry did not install any of the landscaping on this yard or the neighboring yards, this is a matter for the homeowner to directly address.
  In addition, if the window well water originates from underground water that is percolating through the ground, Perry again followed the recommendations of the soils engineer which did not call for the installation or amelioration of any existing underground water sources evident on the lot.  Obviously with the increased snow fall and runoff experienced in the last year, there are likely instances where water has presented itself where it was not present in past years. This is not a builder defect issue but rather an act of nature and there is no warranty that arises if a spring is discovered as a result of underground water in the area.  Finally, it is true that Perrys superintendent has to offered to bring additional soil at no charge to the property in an effort to help the homeowner with any project the homeowner might choose to perform to manage any surface water runoff on the lot more efficiently. Perry thought this was a goodwill gesture that could perhaps help although Perry makes no guarantee that the installation of additional dirt on the lot in a manner of the homeowners choosing will eliminate or reduce this problem.  The homeowner may need to involve outside experts and others of their own choice to address this problem.  Perry has no duty to address this issue further.