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:19/09/2024

  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.

  I was miss guided by Sells person that this home has updated electrical tankless water heater **** dollar costs but during passion I find out that it is regular water tank. I have try to talk to Builder but they are now denying on this. Initially when I was contacting this salesperson she was responding my VM, messages, emails and phone calls promptly even she was in vacation.But with my final phase when I complaint for this item I was ignored with excuse that the salesperson is away though there was no automatic email coming for being away which was used to come before I was told that this sales person is back in so and so date. After that day acutely I had no response form this sales person till I used private number to contact this sales person and her response is I am busy with showing home to costumer and replay you when I get chance .So this says that now you are not going anywhere as you already paid so you are not important and can wait and will get ignorance. I reach out to their general manager who was agreed that their employees had made a mistake to clarify my question for this item but as this item is not listed in their so call contract or specification from they not willing to compensated. this builder does not believe in verbal or email communication. So trusting this is foolish. they only will go what is written in so call contract or specification from. If you have email proof they for any communication they will validate but will not agrees to accept the mistake and correct it.When you talk with *** make sure you have everything written in their contract what you discussed in person, over the phone or even in email otherwise you will loose money like I did.After this general manager last responded for acknowledging the mistake from her employee not being clear and transparent, I had try to reach out to her on with *** emails and ** VM but she also is ignoring me.

  Customer Answer

  Date: 19/09/2024

  Refund 

  

  Business Response

  Date: 20/09/2024

  Good afternoon,

  As discussed with the customer- Hot Water Tank on Demand are not shown in the showhomes or on the specifications listed what comes in the home. A Hot Water Tank on Demand was not upgraded to on any paperwork or paid for. All selections for a home must be noted on the purchase agreement or on a addendum or change order. We build the home to what was selected and signed off on, not on verbal agreements. thank you.

• Initial Complaint

  Date:14/11/2023

  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.

  I built a new home from Homes by *** and a possession day was on November **, 2022. They haven't yet started the concrete block between detached garage and deck. It is now almost one year after possession day. I emailed multiple times and expressed my concern - but all they told me was they already placed on order to trade or will check with "site supervisor" and keep disregarding my concern. I am now looking at every possibility to enforce them to complete (including small court claim). Even what I paid for that job is really overpriced... It is such a big disappointing and frustrating...

  

  Business Response

  Date: 14/11/2023

  Good afternoon,

   

  Our team received a email on November *** and was advised after they had a update from the team and the supplier they would follow up. As grading was just done late this year and just recently passed final inspections- landscaping etc can now commence. The side walk blocks to the rear of the home will be installed later this week. (weather dependent) Thank you.

• Initial Complaint

  Date:19/09/2023

  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.

  Driveway was construction was defective with no proper backfill/compaction. **% of the slab was sitting on **" of air. You can basically see light from one end to the other and of course it had sank before the 1 year ***** Filed claim and was told through email correspondence that they will either fill the void and lift the slab OR replace the concrete. The attempted "fix" was injecting foam through the void but never attempted the lifting part. Reported this to AVI but never got any response for months. We asked for the warranty manager to look (2 occurrences) at it and when he came by, we asked why did the foam injection subcontractor never attempted to lift the slab when he was already on site performing the work of filling the void. The warranty manager also describe that the driveway slab was also suppose to sit on top of the garage foundation wall much like the garage slab to prevent the slab from sinking the both times he visited. This made sense to us because the garage slab was still in the right level and the driveway slab is not. Warranty manager said he will look into it but again no response. Fast forward to this point, all we are getting now from AVI is it's either never part of warranty, or is now past the warranty stage, and there are more settling of the slab. We need AVI to honor their word that they were going to completely fix the issue just as they told us at the beginning but now they are giving us the run around and basically telling us to kick rocks. The driveway slab also didn't come with an expansion/buffalo board on the part where it meets the garage slab. All the joints on the sidewalk and main entrance walkway have it. This also appears as an oversight. Again, emailed AVI about it at that early stage and they said they will look into it but never got any answers back.

  

  Business Response

  Date: 26/09/2023

  We apologies for the delay in the repairs or lifting of the driveway.
  
  I would like to clear up some misunderstandings that I see in your email.
  
  The preferred method is to have the driveway rest on the window buck,  The garage pad would have been poured first, the crew that poured the garage pad did not take into account that the driveway would be preferable to be on the door buck or foundation wall. When the crew that poured the driveway, they poured it in the only place they could.
  We made the decision to have the driveway lifted to meet the garage slab.  Contractor took it upon himself to fill the void and not lift the concrete.
  
  The Contractor has been contacted and has tentatively scheduled the lift for the week of October **t 2023.

  thank you for your patience and we look forward to resolving your concern.

  Customer Answer

  Date: 28/09/2023

   
  Complaint: ********
  

  Thank you for the response.

  I am rejecting this response because:

  This information about garage slab contractor's work is new to us and was never communicated by the warranty team after claiming they did a thorough review of the file. The method of having the driveway be supported by the door buck was one feature that the sales team had presented and we loved. Now we are being told that the driveway is not supported by the door buck on top of a poorly compacted gravel base. We like to get more information before deciding on any proposed solution. Please explain what the support capabilities that the foam injection lifting have compared to the support of the foundation wall can provide on the concrete slab. What are the assurance that the proposed solution of lifting have on the slab to stay in place? Are there any other alternate solutions that AVI can provide?

  Also, please provide information why the buffalo board was never installed between the two slabs.

  We look forward to see your response so we can come up with collaborative solution.

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

  

  Business Response

  Date: 10/10/2023

  As I had stated before the preferred method would be to have the first 2-3 inches of the driveway poured  on the door buck, however if the area of the buck is not available to be poured on then the crews proceed b doweling in to the bottom of the buck with rebar.The issue with settlement is the area where the footprint of the house was excavated to pour the footings for the foundation walls, as well as the garage walls. The excavation is roughly 4-5 feet past the footprint of the footing. This allows people to work with enough room to stand the concrete forms for the foundation walls. Once the walls are poured and the services are in-place the excavation is back filled. During the course of the build these areas can settle.The picture that you have sent to the BBB appear to have been taken shortly after completion of you home. After reviewing the pictures and as I explained during our phone conversation  it appears that the settlement is roughly 4- 5 feet from the door buck or foundation wall.  You can actually see the layer of gravel that was used as a sub- base sitting on top of the **** that has settled.  Which tells us that the excavation has settled not the compacted sub-base.We also discussed that it is up to the builders discretion on what type of repair methodology would be used to facilitate the repair. Our method is foam injection which in the building industry is an accepted practice and standard. I have attached PDF with the information that was sent to me on the product to be used in the repair for your review.

  I have contacted the Contractor regarding his warranty on the repair and it is as follows.:  * year Warranty should it settle or more from the date of repair. Homes by Avi warranties it for * year from the date of the repair.
  In closing we hope to schedule a date for repairs ASAP as inclement weather could postpone repairs until next year. 

  Customer Answer

  Date: 10/10/2023

  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.

  Please schedule the repair ASAP as inclement weather can cause delay.

  This proposed solution is acceptable if AVI can ensure that the foam lifting process by the subcontractor is done gradually to maintain proper and consistent slope across of the the entirety slab. We also accept the included warranty of the repair. Please email a copy to us for our records.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:16/06/2023

  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.

  I have been experiencing two issues, which were brought to Homes by ***'s attention, where they responded with "it's no longer covered under warranty". The first issue is my carpet in my bedroom. Just over a year ago, the representative came to my house to fix a squeak in the floor, after he was done, he re-kicked the carpet. Well, the carpet has failed and there are ripples throughout my bedroom and it's becoming a hazard. I did not contact the representative at first because he's been difficult to deal with and is frankly rude, so, I reached out to two flooring companies to see if they could help. One wanted to charge me a horrendous amount to repair the damage, and another said they will not touch it because of the liability and said the carpet was installed incorrectly. The representative will not take responsibility for repairing his unsatisfactory work. The second issue I'm experiencing is with my driveway. The aggregate is exposed and worsening by the day. The concrete should not be failing 2.5 years after it was poured. In retrospect (warranty or no warranty), the contractor (who ***** ** *** *****) who poured this concrete should be held accountable because it was clearly installed incorrectly. The finisher most likely used too much water when broom finishing the concrete. It is unjust for the homeowner to have to pay for repairs when it was not their fault. I've attached some pictures for your convenience - I have more if required.

  

  Business Response

  Date: 20/06/2023

  Our warranty manager **** was at their home June 15th and followed up by email:

  Hey ******

  
  Thanks for letting me come by yesterday.  I did speak to your husband, ****** and we went over the couple of concerns you are having. 
  
  1-The carpet in the master bedroom needs to be re-kicked/stretched.  I did see the carpet throughout the entire home and the rolling of the carpet is isolated to the master bedroom.  I looked at where our Warranty Tech did the squeak repair and the carpet is securely tacked to the smooth edge.  I can understand your frustration as the carpet doesnt look great and is becoming a tripping hazard.  I will reach out to our carpet installer and get him back to repair as best as he can. Obviously it will not look brand new, but we should be able to get some of the rolling out.  Homes by Avi will cover this service, but to be clear, this does not fall under warranty. 
  
  2- Your concrete driveway is flaking off.  I did look at this, and as well as you know this is past the 1 year warranty coverage. I did notice that the same thing is happening to your city sidewalk and is isolated to your driveway and sidewalk alone.  Homes by *** did not pour the sidewalk which concerns me that maybe an excess of road salts is getting tracked onto your driveway.  I am not saying that is the cause but I do believe it is contributing to the flaking of your driveway.  I know you reached out to the cement contractor and they stated they would sand blast and seal at a reasonable cost.  I am, unfortunately, unable to cover the driveway. 
  
  Please let me know and I will have someone book the carpet to be stretched.  We would need to move some furniture out of the way and I told ****** I would be happy to give him a hand when the time comes

• Initial Complaint

  Date:06/04/2023

  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.

  I took possession of a townhouse built by Homes By *** on November **** ******************************** due to the inferior work done. They had installed a toilet so close to a vanity you could not sit without rubbing up against it, leading to the floor being cut up and the toilet being in my dining room for weeks. The master vanity was built smaller than the plans, so it was also removed and the sink was on my carpet for weeks as well. The drywall and paint were atrocious, so the entire unit was patched and re-painted, but still the work is less than that of a DYI-er. As a result, there is now paint all over the floor and Ive spent hours sitting there since I dont want strangers to simply have a key and free rein in my home. I want Homes By Avi to pay for my condo fees and utilities for the months I was not able to move in due to degree of repairs.

  

  Business Response

  Date: 06/04/2023

  Good afternoon,

  the customer was provide a response this week and was advised to contact *************************. See below reponse:

  I was forwarded your request to be compensated for your Condo fees and some of the utilities. My
  understanding is that you felt that you couldnt move in to your home. As there was deficiencies to be
  cleared up, as has been previously stated wont have stopped you from moving into your home. If we are
  at a point that we cannot agree I would suggest that we use ************************************* to
  facilitate / arbitrate a solution to this issue.
  Please get back with your reply, if you would like to go that direction we can get it set up as soon as
  possible to come to a conclusion.

• Initial Complaint

  Date:13/09/2022

  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.

  Dear Homes by ***** am writing concerning my new home, *********************. I signed the buyer's agreement on October 30, 2021, for a newly built with Homes by Avi based on the premise that the house would be completed tentatively in August/September 2022. However, August has since passed, and we are already in September with no information about the possession date yet. I purchased the property from your company, keeping faith in the name and history of the company.I told you that our rental lease expires in October. We had already been given notice on this long before now. We made all this open to you the day we signed the buyer agreement, believing that we would move into our new property on the mentioned date. Nonetheless, Homes by *********** did not even have the courtesy to inform us in advance that there would be a delay in the project completion to enable us to make necessary arrangements and manage our expectations concerning moving furniture and other household items. * **** ** ******* ** *********** *** *** ** ******* ******** *** ********* ********* *** *** ** *** ************* *** ******** **** *** ********* ** *** ** ****** **** *** ******* I do not know the extent of damage this can end up costing me and the whole family. Thus it would be very kind of you to specify the date I would be able to move into the new home.Yours sincerely********** ******

  

  Business Response

  Date: 13/09/2022

  Good afternoon,

  This customer is concerned with the construction of his home and has been provided weekly updates on the status of the home. Our team has explained that construction timeframes due to the pandemic has caused delays with supply chains, shortage of trades, materials, receiving permits, inspection delays etc. and would like us to provide a possession date at this time. Due to the stage of construction, we are not at a stage where we can provide that to him and we will follow the guidelines and provide him no less than 35days notice of possession. We advise all customers NOT to make arrangements for moving until they have received their FIRM possession day letter. He will be provided weekly updates by his area sales manager. This is also the same email that he has forward to us today and posted on social media and has received a response back on. thank you.

  Customer Answer

  Date: 13/09/2022

  
  Complaint: ********
  
  I am rejecting this response because I was never informed that my house will be delayed beyond the date given in the buyer's agreement document signed in October 2022. Even though I get updates most time saying we are at the foundation, framing, this does not in any way imply we can't meet up with the agreed date that was given at the point of sales. Arrangements As made based on what I agreed since I did not have any contrary advice. Again this is not to point fingers at anyone, all I want is for my home to be completed in a timely fashion. * **** *** **** ********* *********** *** ** ****** ** *** **** ****

  I believe this is not to much to aske for...empath is all I seek. 
  
  Sincerely,
  
  ********* ******