ComplaintsforChesapeake Homes

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Chesapeake Home in Little River, SC. The LVP flooring was defective from day one. Our walk thru had Chesapeake employees there who witnessed the problem. We have been waiting for 9.5 weeks for a resolution. They hired cleaners who used chemicals on the floor that ruined the finish. LVP cannot be cleaned with vinegar mixed with **** and ********* I am writing letters to their president and other key execs because we waited long enough for this to be rectified. They sold us a defective for which floor we paid an upgraded fee. The home was ******** and we cannot abide by this disgusting flooring

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/03/07) */ Contact Name and Title: Wendy ******* Contact Phone: XXX-XXX-XXXX Contact Email: ********* Good morning, At this time we (Chesapeake Homes) are waiting for the Independent 3rd party inspection of the flooring. Because this is an Independent 3rd party company we do not have control over the time frame for the results. As soon as the results have arrived to us (Chesapeake Homes) and the Homeowner, we will respond with the appropriate action. Consumer Response /* (3000, 7, 2022/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is not that I don't accept their response, it is more that I want them to understand that this was very sloppy workmanship. The quality of the cleaning that was done here it was extremely poor and it caused all of these problems that we waited 9 1/2 weeks to hear back from Chesapeake. The radio silence was deafening. When I write a letter to a CEO or president of a company I would expect a response not radio silence. And the only way that I did get a response back was by filing this ***** ******* ****** claim. I have brought many people here to look at homes and purchase them and I will stop doing that because I don't want anyone to go through what we went through. And we do expect bumps in the road but again I don't expect and cannot accept radio silence when there is a problem to be resolved. Business Response /* (4000, 9, 2022/03/11) */ Mr and Mrs. ********, While we understand that finding the solution took some weeks, it wasn't the *** complaint that caused a response. When you closed on your home, the smudging/hazing on your floor wasn't not on your walk through paperwork, as it was not an issue at closing. There were a few boards that had scratches notated on your walk through paperwork that you signed, which needed to be repaired after closing. The hazing and smudging were not notated on any walk through signed document. Additionally, the workmanship of the flooring installation wasn't the issue here. Per the inspection reports that you received, possibly a cleaning solution, could have created a film, which over time dirt/dust may have adhered to. The cleaning of the floors removed this immediately. There was no abrasive measures used to clean these floors. Additionally, we had already initiated work several weeks prior and hired third party inspectors to look at your flooring concerns. That inspector entered your home on 2/22/22, and you were informed that it would be a few weeks to have these results. Being that a third party inspector was used, those items were outside our control, on when we could get the reports back. We apologize that the smudging on the floor caused you such distress for these weeks. However, we needed to take the proper steps to be sure we were handling your concerns with the most care. The flooring report from the 3rd party is attached to find there was not an install issue rather a cleaning issue. We will considered this complaint closed. In the future please make sure to send all Warranty request through the proper channels submitting to ****** ******* ******* as directed in your Warranty guide.

• Initial Complaint

  05/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good morning! We are currently building in the Highgate subdivision in Clayton, NC and have run into a few disheartening concerns amongst staff and selections that we have made at the design center. I have valid and supporting documents that show the material and colors we selected on October 26th, 2020 does not match what has been installed in our home at the moment, and to no avail the customer service experience has been one of the worst I have experienced from a company with no empathy, insults and no moral or ethical process. I have sent numerous emails and expressed my concerns and to no avail have been insulted stating we have altered photos, and that nothing will be done to help correct this issue. We are spending ******** on a home and have selected numerous upgrades and nothing matches what Is installed in the house. We have tried to fix this but nothing has been solved but insults that we altered photos. There images are not accurately showing our selections.

  Business response

  07/02/2021

  Business Response /* (1000, 5, 2021/05/07) */ Joshua and Sophia met with our designer in our design studio to select the interior finishes for their home. These color selections are entered into our building software in front of buyers for accuracy. As the selections are entered, the buyers view this input via a large TV screen, so the buyers can see everything that the designer is inputting. After the designer enters the selections into the system, they are then printed off and signed off on by the buyers. Their agent, Tyler ******** was also present. The buyers agree that the colors entered into the computer system, were accurate in their description, however from their recollection of the design appointment, several months ago, they thought they had chosen a carpet that was lighter in color. The color choice in questions is the Mohawk Top Card, Vienna Smoke carpet. Our onsite builder has met with the buyer several times to address the carpet selection in their home. We have several quality check points through the process to prevent errors on color selections. First, all products have specific labels attached to the product describing each product. All samples of colors are also large samples, to give buyers a good representation of what is being installed. Next, all selections of colors are entered by specific rooms, to which they are to be installed. Buyers sign off on this. We also take a picture of their samples at the point of the design appointment and enter that into our computer system, to make sure when installed in the home, it is the same thing as to what was chosen at the design appointment. Everything in our computer system, samples in our design center and what was installed in the home, match up. This is a top selling color and we install it in many of our homes. In addition, our designer has taken the samples to the house to also verify. Our division manager and flooring company also met onsite with buyers to discuss their concerns. At this meeting they brought the labeled color samples to the home to meet with the buyer and their agent. The samples all match to what the buyer signed off in, in the contract. The buyer would prefer a lighter carper than what is installed. We have installed exactly what was agreed upon in the contract, which is our agreement to all our buyers. The buyers have requested that we get a price to have the carpet replaced after closing which we are happy to get for them. This would be a cost that is directly from our flooring vendor and Joshua and Sophia would deal directly with them. If there are any other questions or concerns, please let us know and we will respond promptly. Thank you.

*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. ↩