ComplaintsforEagle Homes Sales (Salmon Arm) Ltd.

• Initial Complaint

  29/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought my home from Eagle Homes, which was built by Moduline, in 2021. Upon having the home placed, and going through an inspection with their representatives, numerous defects were noted in the home and were agreed to be fixed. The first session their repairmen came, it left my home in a half-finished state with exposed drywall spackling on nearly every wall. Around 8 months later they showed back up to finish the work initially started. The second day they were here, their technicians were removing my front and back door frames due to damage around the casings. My front door frame was reinstalled but has been damaged because the metal landing area in front of the door flexes excessively when stepped on coming into the house. My side door has a similar door frame installed from the factory and does not flex at all. The front door metal landing did not flex when I initially moved into the home and was only noticed after their repair. When removing the back door frame, their technicians cracked the drywall on the top left corner by the frame and was repaired extremely poorly with a visible indent in the repaired area. Sanding and painting in the area was done as quickly as possible, resulting in an extremely poor finish. I have linoleum flooring installed throughout the house that lifts off the ground 1-2 inches when any fan is turned on in the house. We were told by *********************** that we did not choose an option that glues the linoleum down to the floor. There was no such option given to us when initially signing the options paperwork with Eagle Homes and we would have certainly paid for that service if we had been informed. This poses a major safety risk for my mother who is disabled, requiring the use of crutches or a knee mounted walking aid to get around. We were told the flooring issue would not be fixed and our only recourse would be to replace it with our own money. I visited *********************** and ***************** in *******. I showed their installers videos of the lifting floor and they both agreed there was an installation error made at some point and would require replacing.We paid an extra fee of 555$ to have all the exterior doors painted black. When looking at the doors, its obvious that the factory did not take off any hardware before painting. Around the hinges, locks and handles I am able to see the factory white paint, hinting that the hardware was poorly taped off. The back door has water damage and is bubbling on the sides due to it not being painted. We were told by ***** that painting the interior and the edges of the doors were my responsibility because of a sticker on the door stating the customer must paint the door. Although I am a customer of *********************************************, I did not buy the door. Eagle Homes bought the door and installed it in my home at the factory. It is completely ludicrous to expect the buyer of the home to remove the doors when moving in and paint them myself. This should have been done at the factory and is simply a convenient way of shifting blame away from Eagle Homes to me.On their technicians third visit to my home, ***** told me that he would come back with temporary replacement doors which would be installed while the original doors would be repainted at the factory, then reinstalled. This has not happened.We contacted a independent painting company, New Era Professional Painters, to quote what the charges would be to have the interior paint issued addressed properly. From their walkaround the home, their opinion was that the entire job was done poorly and needed a full repaint. This included fixing the drywall issues at the rear door, repainting the exterior finishes on all doors, and the various smaller paint/ drywall finishing issues throughout the home, costing as estimated 5500$.

  Business response

  11/03/2024

  Hello *****,
  

  We are committed to moving forward to a resolution and thank you for drawing our attention to your concerns.
  

  The factory can offer the following solutions:
  

  -remove & reinstall the metal threshold of the front door. 
  -Add a fan in the furnace compartment in order to offset the exhaust fans..because the flooring is loose *************** and susceptible to negative air pressure, the homes air intake & exhaust fans must be managed properly to avoid the issue of the **** lifting. 
  -Paint the interior and repaint the exterior of the exterior doors. The painting will be completed at the home.
  -Repair the damaged corner of the attached photo  ending with the numbers 45_38
  
  The factory has already hired an interior finish contractor to repaint the interior of the home and provide a level 4 finish, which refers to the industrys standard of taping, mudding, sanding and painting. This standard provides a uniform finish to the walls and ceilings that is visible at a distance of 6from the wall and ceilings in a normal viewing angle and lighting conditions. The specific instructions to this contractor was not to leave until the client was satisfied. Our understanding is that the contractor remained there for three days, communicating throughout the process and leaving when the client indicated that they were satisfied. We are confident that you received a good representation of our product after the contractors paint job in September 2023.
  
  The timeframe for our proposal is weather dependent.  The factory will be in touch with you mid spring to arrange scheduling. 

  Sincerely,

  Eagle Homes

  Customer response

  21/03/2024

   
  Complaint: 21363539
  
  I am rejecting this response because:

  The last painter stayed here for 2 days in total, spread out over number of weeks due to the wildfire evacuations. She ended up leaving early the first day due to the fire. On the second visit she arrived 2 hours late due to the south end of ************* still being closed. Her and her husband left early the second day because of a prior commitment with their friends and the work was rushed. ***** was working at the house a few days after they left and was requesting our sign off on the work which we did not do because we had not gotten the work inspected by the home inspector yet. We are still wanting the rest of the work completed on the walls. They are marked around the house with painters tape.

  We accept your agreement for the painting of the exterior doors and we hope that the extra fan in the furnace corrects the problem of the floor lifting.
  
  Sincerely,
  
  *********************

*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. ↩