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:24/03/2025

  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 house and during the initial walk through there was a deficiency of a separated and dented hard wood floor. After several months of emails trying to get this repaired the emails are starting to read the warranty has expired, even though the original problem was never repaired.Below is a timeline Nov ** **** - floor damage initial walk through (photos)Jan **** 2 month walk through July * **** * month walk through showing deficiencies including hardwood floor Nov ** **2* - trying to get final inspection, and noting hard were floors are the only deficiency.Oct ** **** email from Douglas homes repair was done, asked for documentation as we did not sign anything Jan * **** to March ** **** emails from * different coordinators trying to get floor fixed, now stating its expired but was never repaired

  Customer Answer

  Date: 24/03/2025

  Attached is the purchase document indicating it follows the Alberta new homeowner warranty plan and also a screen shot of the complaint that I submitted, after dealing with Douglas home coordinator so many times I input this but did not receive an answer.

   

  Please note dated photos of damage, and I can get photos showing damage still there. Warranty has expired but due to this never being fixed in the first place and was a deficiency from the beginning it should still be valid. 

  This link will take you to home builders web site I can not find a copy of the actually warranty.

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

   

  if you require anything else dont hesitate to call or email

  **** ******

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

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

   

   

  

  Business Response

  Date: 28/03/2025

  Good Morning,

  We apologize that this has been your experience with our team.  First and foremost, we have looked into this and spoken with the flooring contractor, I understand they have booked an appointment with you April **** to complete the repairs.  Due to some turn over and staff medical leaves we are hearing that communication has been poor with our team and we are working to make improvements here. We appreciate your patience, but do apologize that you did not feel supported.  While the appointment being booked does not make up for the lack of communication on our end, we are hoping that we can at least resolve your concerns.
  

  Thanks,

• Initial Complaint

  Date:09/12/2024

  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 purchased our home in May 2024 with Douglas Homes with impression the home would be completed by end of year. Although a few things have slowly been "finished" without the need for communication and follow up, the vast majority of issues have yet to be done, or have been completed but incorrectly "fixed". We have brought these issues/concerns up vocally via phone/in person and verbally via text/email to the a) warranty coordinator; b) project manager; c) site supervisor; and d) the other on-site employees weekly. Although not limited to, these are a few of our current outstanding issues with Douglas Homes: our downspouts have NOT been installed on our home (water is seeping into the ground under our property) and eavesdrops/downspouts are NONEXISTENT on our detached garage; our deck stairs have not been fixed (although a site supervisor, ******, stated he would send someone, we were ultimately the ones to temporarily fix it); there is paint on our garage siding from the awful paint job done on the trim; our garage door is damaged (damaged by forklift at the manufacturer as stated by the installer). The installer told us a ticket would be submitted, and the warranty coordinator also noted the "so-called damage" in his notebook; however, NO REPLACEMENT has been made; we are lacking a garage door lock and k*** which should have been installed when the door was installed. We ended up purchasing/installing our own on as we have valuable contents in our garage. The builder will not reimburse us the cost of this lock but also refuses to put a lock on; our siding was "semi-fixed" as I brought the issue of locations where it wasn't to the warranty coordinator: no fix. I have a call log proving that we have called multiple times, if not more, and on only * occasions did we get a call back/answer with no resolve. They have voicemails from me as well. We have had no resolution. We feel helpless and out of options. BBB please help us.

  

  Business Response

  Date: 11/12/2024

  Thank you for reaching out to share your concerns,and we apologize that you felt you had to reach out to us through BBB as you didnt feel you were making progress through our standard channels.  We regret that your experience with Douglas Homes has not met your expectations.  As soon as we received this complaint, we immediately reached out to the trades that you mentioned.  You should have now heard from the garage door company (they apologized for the delay in receiving the replacement panel), weve reached out to the ***** company, and our warranty team has reached out to book an appointment with you to address the remaining items.  Thank you for giving us the opportunity to address this; however, we do apologize that you were unable to get a resolution by calling our team.  We are also having some internal discussions to rectify the communication challenges that you have encountered.

• Initial Complaint

  Date:18/11/2024

  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 purchased my home from Douglas Homes in August 2020. This Fall I decided to develop my basement. A few weeks ago my plumber was moving the roughed in pipes of my basement bathroom. When they broke through the concrete they found a large void under the concrete slab. The void is at least *** feet and * inches deep. I contacted ** with my safety concerns. I shared photos my plumber took. I then asked DH if they wanted to look at the void while the concrete was open. ** said that it was neither a warranty nor safety concern. They refused to attend. I contacted the Towns Building Inspector and was told that if the void wasnt repaired my floor or house could collapse. I then contacted The Alberta New Home Warranty program. They agreed that a void that large did fall under a material defect. However, their program only covered material defects for 1 year. I clearly would have reported this void within the year, but there was no way for me to know about it prior. I contacted a foundation company to fill the void. It will cost me an estimated $**** to repair this safety defect. I also have to get them to test other spots in my concrete to ensure that there are no additional voids under my house. My bill will be significantly higher if more are located. ** dismissed my safety concerns and ignored the expertise of the Building Inspector. I should mention that Im a Health and Safety Officer. *** dismissive attitude towards my familys safety is alarming.

  

  Business Response

  Date: 29/11/2024

  We have followed up with ***** to reconfirm that both our initial assessment and theirs remain unchanged. The concrete slab is not a structural element, and if the void were impacting its performance, there would have been clear indicators that would have necessitated an inspection. The fact that the void was only discovered upon investigation unrelated to the slab itself indicates that the slab is functioning as designed and that the void does not present a safety or structural concern.  We will be reaching out to the municipality, as the comments made by one of their representatives appear to have mislead the customer.  It is highly unexpected for a municipal inspector to lack understanding of the role that a basement slab plays in the operation of the entire building.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I have since contacted a professional void filler. In doing so they have found additional, concerning, voids under my slab. These new voids extend under my foundation walls on both the west and east side of my home. Although, my foundation is currently in tack, any weight  placed over these voids, if not filled, could have catastrophic results. A tub, piano, stone fireplace, weight set, all could have cracked my slab, or worse. Im lucky to have found this problem prior to my basement development. I remain having great concern on why the voids were there in the first place. I dont know if the now void filler compound was a permanent or band-aid fix. If the builder would have constructed my home properly this never would have happened.  I further find it difficult to believe that ** could decide that my house is safe without their own inspection. What the Building Inspector advised was not misleading. It was precautionary. 

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

• Initial Complaint

  Date:06/06/2023

  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.

  This is in regard with the significant delay and unsatisfactory progress in the basement construction of my home. I entered a contract for sale and construction of home with Douglas Homes **** on ******** *** ****, included in the contract is the basement development. On ***** ** ****, the house was turnover to me with unfinished basement (Delay #1) The construction manager has stated during the possession that basement work will be completed within 60 days. On ***** **, the Cochrane site manager visited me and affirmed that 60 days is sufficient time to finish the work. On ***** ****, I requested for an update for the progress and completion date of the basement from the Site Supervisor - *******. There was no response. I asked the Warranty Coordinator for escalation since I'm not getting the response from the Site Supervisor. There's no escalation according to the Warranty coordinator and ******* Site Supervisor is the direct contact person (Delay #2) Until now, I'm still following up and I've attempted by all means of communication - call, voice message, text and email. Unfortunately, only yielded limited results/responses (Delay #3)There is lack of transparency and accountability in providing updates, and continuing delays. In addition, the substandard workmanship and deviations on the agreed upon specifications in the contract. Per your email, the bathtub "cracks", gaps and dents/damages are "designed" .The delays and lack of progress have caused severe inconvenience for myself and my family. To highlight my concerns and issues for the last 3 months: delayed timelines, lack of communication, poor workmanship.

  Customer Answer

  Date: 06/06/2023

  Attached is the contract and previous correspondences with Douglas Homes.  I wish to express my deep concern and frustration with the delays and lack of communication that have occurred throughout.  *** ******* ************ *** ********* ** ***** ** ***** ** ***** *** ****** *********** *************.  Further, there are concerns that have not been adequately addressed on my emails.  

  

  Business Response

  Date: 13/06/2023

  Action Taken by Douglas Homes:

  - Both the construction manager and supervisor that the homeowner has interacted with are removed from either the company or the responsibility of any projects
  - Senior supervisor has been assigned to complete project

  - Senior supervisor met with client on site to confirm outstanding items

  - Senior supervisor has confirmed that the final inspection can be booked, this will be arranged with the municipality and the home owner (for access).

  - Outstanding items to be completed: paint touch-**** fibreglass repair at tub (these will be booked by the trades through the homeowner as access is made available by the homeowner)

   

    

  Customer Answer

  Date: 17/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The basement construction is not yet completed, despite being scheduled on **** *** ****.  Once the work is finished and up to standards, I will be more wiling to review and close this matter.

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

  Customer Answer

  Date: 28/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The fiberglass tub repair wasn't completed due to miscommunication.

  The repairman visited last Friday, *** ****.  The tub wasn't fixed due to an incorrect work order. He refused to repair the gap between the tub and shower. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 29/06/2023

  The service appointment has already been rebooked with the client for **** ***  The client wants the seam between the 2 parts of the renovator tub sealed at the joint.  This is unnecessary and not recommended, as it will not allow egress for any moisture/water.

  The trade has rebooked an appointment for the chips that need to be repaired.  

• Initial Complaint

  Date:30/01/2023

  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.

  Hello,Hope this email finds you well, on the end we are not doing well. We were excited to finally have a place that we can call home when we purchased our townhouse with Douglas homes. We had plans and dreams to grow our family in this to be our forever home.It is now 4 months since we moved to ***********************, since day one we noticed insulation problems in all the walls facing the front side of the house. My daughter has been having respiratory problems due to the cold room. The video with ice in her room has been showing the problem since we moved here she missed school due to this. I would like to have to who to contact who can actually do something about this because it has been 4 months of hoping but no solution. I am a desperate mother. Today is -25 one side of our home is frozen, trimark find ice inside the insulation pad on one of the walls and at the top of the front porch.

  

  Business Response

  Date: 16/02/2023

  This issue was brought to our attention in December and we have been working diligently and with the utmost urgency to rectify this with the client.  We have been in contact with the client, including having trades on site multiple times (including this week).  We have not closed this matter and we are working towards a solution with the utmost urgency. Thank you again for bringing this to our attention, the appropriate channels are the warranty department (who you are already in contact with).

  Customer Answer

  Date: 20/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and i agree that some action had been taken to rectify the problem.

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