ComplaintsforMinto Communities Inc.

• Initial Complaint

  05/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi There, Hope all is well. We are writing to inform you the twisted tactics that Minto developers are taking to mitigate their lost due to their negligence by not having any security onsite. As you might be aware of the recent Avalon Visto explosion in Feb 2023. As per news reports: The blast was so intense. People from all over the east end felt it,” ***** said. Another indication of how powerful the blast was is that an earthquake monitor detected what it called a seismic event as far away as Carleton Place, around 70 km away. Ottawa police A/Insp. *** **** did not provide specifics on the number of people evacuated or how many home. here have been reports the blast was felt and heard even farther afield. ******* ***** in Chapel Hill South about five kilometres from the blast zone, said he felt his house shake. "Minto has previously declined to answer whether the construction site had security before the blast, citing the ongoing court case against ******. The fire department documents don't mention any pre-existing on-site security at the time of the explosion.A month after the explosion, two ******* ******** cars stood watch over the Avalon Vista entrance.****** *******, the owner of ******* ********, said his firm was hired by a company named ******* to provide security at the site beginning the day of the explosion through late April.******* directed questions about security to Minto. "Unfortunately, we are unable to provide further details at this time as this is a legal matter in the hands of authorities," Minto said Friday in an emailed statement.****** is scheduled to return to court on Wednesday" I went to meet the Minto rep on June 27 2023 for the pre-delivery orientation and was given a third party inspection report that only states a visual inspection was done and it is in the inspectors opinion that it is safe to enter the property for further full inspection(when asked for the full inspection report), minto stated any future damage should be covered under the Tarion 7 years warranty. How would I know what sort of damages the foundation sustained and to any other structure of the home. My home is a couple of hundred meters from the blast and the blast could be felt 70km away, I am sure I would be facing issues with the property in the near future. The visual inspection report was dated Feb 2023, why is it being handed to me only now a week prior to closing? Where is the full report? Why wasn’t a full third party report done as per earlier report? From the news report, we can gather Minto has failed to provide adequate security which could have avoided the explosion. The Minto rep told me to hand the report to the solicitor as I would need to fully disclosure about the explosion to any future buyer. In otherwords, the property now has a stigma which would limit the potential future buyers. The subject property was appraised at $886k and the purchase price is $881,xxx, we have a mortgage in place but we would not want to close the deal due to the stigma of the blast site and we do not feel safe and god knows what future damages I would be facing as it would take a couple of years for the house to settle and for any damage to appear after the warranty. The developer’s solicitors now stated they would be forfeiting our $70k deposit and could face further legal consequences. This clearly shows how brutal Minto can get furthermore due to their negligence for not safeguarding my investment, forcing us to close on a property that has a stigma, no full third party inspection report that was produced since there is a material change in the contract. The property has a stigma and I would need to fully disclosure about the explosion to future buyers. I am basically buying a property that might have problems in the near future.

  

  Business response

  07/07/2023

  The home in question was under construction when the Feb. 13, 2023 explosion occurred in the same neighbour as the subject property, and at the time, the proper owned by Minto Communities, though it was pre-sold to the customer.
  
  All of our sites in Ottawa have 24-hour security monitoring. The crime that caused the explosion bypassed that security, similar to if a bank is robbed - it is not because there was a lack of security, but because the criminal(s) bypassed it. In an effort to respond to the increased worry by local residents after the explosion, because site access was restricted, and due to the number of people on site (Emergency and investigative services), we employed additional security measures in the aftermath on a temporary basis. 
  
  On February 15, 2023, we sent our first communication update regarding the incident to customers who had not yet taken possession of their home, (previously we were corresponding with those injured, who had moved in and had to be evacuated and our own staff) and subsequently sent 3 more updates by email on Feb. 23, Mar. 3, and Mar. 17th.
  
  The Mar. 3rd email included the following: "Please rest assured each unoccupied home that was under construction at the time of the explosion has been or will be inspected by a Structural Engineer. At your closing, in addition to the Occupancy Permit which demonstrates that the home passed all inspections by the City of Ottawa (who have also added additional inspections), we have volunteered to provide you with a letter from a Structural Engineer confirming the results of all inspections and any remedial work conducted."
  
  While additional Third party verification is not required, to help combat potential stigma or worries by existing or future homeowners and in light of the explosion, we have voluntarily offered to provide a document at closing that, above and beyond the Occupancy Permit for the home, demonstrates the home was inspected by a Structural Engineer after the explosion. In the case of this particular homeowner, we provided that document at the Pre-Delivery Orientation (prior to closing) to help enhance peace of mind.
  
  To my understanding, the purchasers attended their Pre-Delivery Orientation appointment on June 27, 2023, and their closing was scheduled for July 4, 2023, meaning we provided the voluntary additional document in advance of when we said we would. I will note that the document the customers received was stamped by a Structural Engineer, however, it did note that an additional report should take place. This second, follow up report was requested on the day of closing and provided to the purchaser's lawyers on the day of scheduled closing, upon request. 
  
  I would also emphasize that the home underwent additional inspections by the City of Ottawa in the wake of the nearby explosion, which is why the home was granted an Occupancy Permit by the municipality. The additional documentation provided by a Third Party Engineer is a courtesy we extended to our homeowners to be transparent and offer peace of mind. This document was provided on or before the closing date as noted, exceeding the inspections that are required.
  
  We also informed the customers that there is an additional precaution in place; like all our homes we build in Ontario, they remain under warranty and that in accordance with Tarion and their Agreement of Purchase and Sale, any major structural defects are warrantable for 7 years. There is no benefit to Minto to provide a deficient home. 
  
  Given that the home is built to the same standard as every other home we build and has been subjected to additional inspections, we have met the responsibilities of our contract (Agreement of Purchase and Sale) with the customers, and are ready to close on the home. We have further met our voluntary commitments and feel we have acted in good faith and with full transparency about the situation. 
  
  As such, we will not provide a mutual release. 

• Initial Complaint

  05/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought this condo on Jan-2021, and on March 3, 2021 - We raised the concern with Minto that We are having issues with the front door. Frozen water is coming inside and damaging our internal floor. Minto came to fixed this issue many times, which still not fixed. Now they are saying this issue falls under CONDO, but it is from day one and is a material/design flaw. Why should condo associations cover this issue? We need help fixing condensation and the floor.

  

  Business response

  10/07/2023

  Good afternoon, 
  
  [3:34 p.m.] ******* ********
  Where condominiums are concerned, the unit door to the exterior is owned by the condo itself rather than by the individual unit owner. As such, concerns and service requests should go through the Condo Board as they are the owners of the door. It is very important to us that requests for repairs of this nature come from the Condo Board or their representative, the Property Manager, to ensure they are followed up correctly. 
  
  Please know this isn't a reluctance to review the situation further, but an effort to ensure the correct process is followed for such inquiries and complaints, as they must go through the owner of the item itself, in this case the exterior door.
  
  I do understand, however that we have looked at the door in the past and after consultation with the Condo Board and in an effort to provide enhanced customer service, we installed additional insulation around the door. 
  
  The request to substitute to a different kind of door is not possible as this door meets and was installed to Ontario Building Code requirements and code. We recognize that metal doors can stick as the seasons change and sometimes have condensation during rapid freeze thaw cycles, but it is important to maintain this type of door for fire safety. 
  
  Homeowner's are provided with educational resources including tips and best practices for managing indoor climate and humidity levels through published collateral on our website and in emails.
  
  We understand the homeowner has also escalated this issue to Tarion, and has filed a conciliation with them to make a ruling on the situation. As such, we will not taking further action until that conciliation takes place.
  
  

• Initial Complaint

  21/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a senior over 72 years old and bought already built new home from Minto Communities closing on January 21, 2021. Because of closing during winter months , condition of outside interlocking front driveway, front entrance and backyard interlocking using concrete and stones work landscaping could not be examined. I was extremely surprised to look at outside landscaping very bad condition in June, 2022. My home is located on ** ******* ******* ******* ******* ****** * *** *** )in whitby and next lot *** ******* ******* was vacant without any structure but had a construction trailer on the lot when I first visited the home before buying it. Landscaping (front, driveway and backyard) was very nice and beautiful. Minto communities did not create any partition or fence before building home next door and used my outside of home to load construction materials and construction vehicles frequently and caused big damages to outside of my front and back of the home. Minto Communities told me that my outside driveway, entrance and backyard will be professionally redone and repaired. I have been trying to get completed from Minto since, of June, 2022 for last 9-10 months but nothing done. Hope and pray that *** can help me to resolve my problem.

  

  Business response

  05/05/2023

  The customer is in a unique situation in that they bought a model home, which was several years old, under a contract stipulating they are purchasing 'as is'. This included the pre-constructed interlock pathway and driveway. We have attended this home many times to make adjustments, however, interlocking does naturally settle over time.
  
  That said, in light of the customer's ongoing concerns, we are re-reviewing the file and the expectations we set to ensure we are aligned. We commit to reach out to the homeowner by May 12, 2023 to communicate our decision. 

  Customer response

  05/05/2023

  
  Complaint: 19967239
  
  I am rejecting this response because I purchased this home as new home with full Tarion warranty and paid additional $150, 0000 for upgrades including outside stone/concrete landscaping. this landscapping was badly damaged while builder constructed new home ** ******* ****** . their construction crew and staff did not make any fence or partition and used my outside for their construction.

  I paid additional more than two thousand dollars for enrolling in warranty and warranty was duly acknowledged by builder-Minto Communities. 

  thanks.
  
  *** *** ******

  

  Business response

  11/05/2023

  Considering the homeowner’s ongoing concerns, we escalated this matter to our Director of Warranty (Toronto) who met with the customer in person at their house. We are negotiating a resolution that is mutually acceptable regarding all landscaping matters. Our understanding is that the homeowner is in agreement with the direction of the negotiations and resolution. 

  Customer response

  11/05/2023

  
  Complaint: 19967239
  
  I am rejecting this response because because no formal resolution was provided.

  Minto Communities during our meeting today, just wanted to temporary touch ups rather than rectifying real damages done. it is because of very  poor initial workmanship and continuous damage done by negligence done to my landscaping while building next door home-** ******* ******.   

  Sincerely,
  

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

  

  Business response

  19/05/2023

  As per the email sent to the homeowner on May 18, 2023, Minto Communities has provided a final, formal offer to settle the concern. There were some specific challenges and unprecedented requests for repair as the home was previously a showhome which has unique features and properties, mainly pertaining to landscaping/driveway. Our understanding is that the homeowner is satisfied with the resolution. 

  Customer response

  19/05/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19967239, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *** ******

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new townhouse from Minto. The closing date was on March 24 /2022 The property was delivered to me not completed . Kitchen cabinets are not completed and the place is not livable due to not having the job done . Dish washer can not be installed due to unfinished cabinets. After 4 months , there is absolutely nothing done to finish the property and make it livable . The 30 days warranty form completed and submitted right on time , but nothing is done to make this place livable. There are also a lot of issues with flooring which is mentioned in 30 days warranty from and still they are giving me mid august time frame to come and look at it !! Really ?!! It takes 5 months to fix issues that can be done in 1 or 2 days . This is not acceptable!

  

  Business response

  13/07/2022

  The homeowner is correct in that we have incomplete items identified that need to be addressed from his 30-day warranty submission, however, our records indicate we have completed a service work day in June to reduce this list substantially. Furthermore, we received an occupancy permit prior to closing on this home, which indicates the house is safe and livable with all necessities in place. 
  
  The outstanding items we have on records are: 

  - hardwood floor transition pieces - scheduled to arrive Aug. 16, 2022

  - Awaiting kitchen cabinet pieces - working with the Trade to confirm arrival date. There was an ordering miscommunication on our side that has delayed this which was rectified in the past weeks. 

  - Stair touch-ups, by stair company - working with Trade to confirm scheduled date for appropriate crews
  
  There have been industry wide challenges with receiving many materials, however, we are working to get all items complete asap with attempts to move up the Aug. 16th date. We are reaching out this week to the homeowner to convey the latest information regarding the location of their outstanding materials. While Minto Communities is responsible to meet these deadlines and the industry challenges are not an excuse, the reality is that items are taking longer to arrive, even when ordered right on time, and many homeowners are in similar situations where repairs are not being completed as quickly as we would like. 

  In accordance with Tarion new home warranty guidelines, with a closing date of March 24, 2022 we have until August 21, 2022 to complete outstanding work and are doing our utmost to exceed this deadline. We know it is frustrating to have incomplete items that were identified back in April at this juncture and are fully committed to updating the homeowner this week with the action plan. 

• Initial Complaint

  11/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in march we have filled a complaint to Minto in regards to leakage in our ceiling (visible and growing water stains) in both our living room and kitchen area. Their solution was to paint over it. A week later, the water stains were back. We contacted them and were ignored. A few weeks ago, we noticed extensive mold coming through the cabinets in the kitchen. Note that they are made of compressed wood. Two days ago, they eventually started repairs, part of our cabinets were removed in the kitchen & the mold propagates an horrible smell throughout our unit. but no additional work was done, and the kitchen was left unusable, they sent us a $50 gift card to apologize, and said repairs would be completed the next day (Friday). By end of day (Friday): - Water flooded the floor during the first part of the repairs (removing and replacing the pipes) and was never cleaned up. - The workers have left for the weekend and we are left with an unusable kitchen - No sanitary measures were taken to ensure the safety of the residents (closing off the space to ensure that we don't breath in mold spores) - A huge hole has been left in the wall, along with leftover parts of pipes discarded in our cabinets (garbage) - They have decided to only remove the two corner cabinets and to only replace the parts that show signs of mold. In regards to this point, we tried contacting them before end of day to request that all cabinets be removed to properly appreciate the extent of the damages. We were left with no answer. There are clear signs that the mold has grown over the ceiling and walls were the other cabinets are. These just adds to our list of inconvenience and poor management we have been experiencing since we rented this unit

  

  Business response

  15/06/2022

  The Property Manager has been in touch with the residents and the contractor confirmed they will be removing any impacted drywall and completing the appropriate treatment of any affected areas.  All repairs should be completed by end of week. The Property Manager has been in touch with the residents and the contractor confirmed they will be removing any impacted drywall and completing the appropriate treatment of any affected areas.  All repairs should be completed by end of week.

  Customer response

  15/06/2022

  
  Complaint: ********
  
  I am rejecting this response because : the reply provided by Minto is false. The drywall affected by the mold, as well as the ceiling hidden over the cupboards (popcorn ceiling type that is, so not a flat surface was "cleaned with a solution" that had a strong smell of bleach. They were not removed and will not be changed. The contractor confirmed that the drywalls affected and ceiling would not be replaced and that the cleaning was sufficient. It is impossible to clean popcorn ceilings properly because they are not flat. Note that drywalls are porus surfaces as well and there will be mold left in them (and we have no idea what is the condition of the wall on the other side (the one cannot see). Please send accurate information and a truthful reply next time. Consumers are allowed to access truthful information in regards to a building they are considering for a future home. We also had to reach out to Minto in regards to our kitchen being unusable for days and waisted a lot of money eating out. Only after we called in on a business day (after a whole weekend with no answer were we offered to use the kitchen in an empty unit. This should have been offered by Minto without us having to reach out to them to complain.
  ********** ********* *******

  

  Business response

  16/06/2022

  AEOC is going back to close in the rest of the wall as well as address the ceiling and investigate any possible issues with the lower cabinets this will be done either today or tomorrow. They have replaced two cabinets and there is a third that the tenant is concerned about that I will get them to replace as well it had mould on the back.
  
  I spoke with tenant today she was concerned with the one cabinet just being cleaned and put back up, as well as the open wall so I assured her that the contractor would be addressing both either today or tomorrow. I mentioned to her that we realize it has been a major inconvenience not having full use of their kitchen for an extended period of time and that once the work is completed I will reach back out to discuss compensation. She was very even tempered to talk to in person just expressed concerns about the one cabinet, open wall as well as that they had brought up the leak back in March which was frustrating for them. I told them we would provide them updates and stay in touch while work is being done of any changes or updates. Tell us why here...

• Initial Complaint

  21/04/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am a senior citizen over 71 years old and bought new home from this builder and took possession of the house on January 21, 2022. APS was mutually agreed and duly completed by vendor and buyers on January 29, 2021. My complaint is summarized as follows: 1. Minto Communities did not follow the guidelines outlined in the Amendment (attached) to APS signed on January 29, 2022. 2. As per amendment signed, Minto Communities will conduct Pre-visit or Initial PDI with the Buyer to document the damages that may have been caused by Minto Staff of After closing office and construction office using the garage primarily and parts of the home as required. 3. No pre visit or Initial PDI was completed. Only one final PDI was completed. 4. Purpose of initial PDI was to do repairs needed before final closing. 9. Purchaser has been living in this home with ESPECIALLY neglected hard floors for over 2 months and still struggling with the builder to repair them professionally rather than temporarily touch up and couple of panels replaced in master bedroom. Other areas of the home floors scratches, deep cuts and squeaky floors. Vendor has refused to replace floors throughout AS ADVISED BEFORE CLOSING VIA EMAILS RECEIVED FROM BUILDER. 10. Vendor office staff calls from buyers with NO CALLER ID and no one can contact them as there is no voice mail available.No one can contact them as they have no voice MAILS and do not answer phone calls generally. 12. Minto Builder is constructing new home next door at ** ******* ****** *nd causing lots of dust and noise and very hard to live in the house during day time. They erected a fence for ** ******* ****** , but no fence for home at ** ******* ****** . Fence should be created asap so that I can live in my house during day time. I had to go to my son home in Scarborough during day time everyday. Hope that your organization will help to provide relief to my very uncomfortable life created by this builder.

  

  Business response

  26/04/2022

  Good Afternoon,

   

  I spoke with **** ****** who is the Director of MasterCare in Toronto ON.  ****** team has reached out and have been in contacted with the homeowner and are dealing with the issues mentioned.  

   

  Thank you,

   

  *****

  

  Business response

  15/06/2022

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

   

   

   

  Good Afternoon,

   

  I spoke with the MasterCare Director in Toronto responsible for this complaint and he confirms  that there is a compensation cheque that they are waiting for in lieu of any repair. This is something the homeowner has agreed with?

   

  Let me know if you have any other questions,

   

  *****

  
  

  Customer response

  21/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is quite satisfactory to me.

  Yet, I have not received the cheque as agreed for compensation for repairs yet. Hope to get soon.  

  
  Sincerely,
  *** ******

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started renting a place (the address I provided) with a friend in the middle of September. Said they were going to fix a bunch of things before we moved in, since it hasn't been renovated in a long time. All they did was change carpets and paint walls. Withing first week of living here they changed all the counter tops in the whole house. Told us they were going to get us a new dishwasher because they have never seen one so old, and the master bathroom fan has been ripped out. This bathroom does not have a window, so having a fan is absolutely necessary. It is against regulations and I'm pretty sure illegal. I have sent many emails regarding this problem, and they told me that's not right we will send someone to replace it that week. Never happened, went through the same process 3 times, they told me a date that the super was coming all 3 times and they never came. We've been living here just under six months as of today, and without ventilation the room has become musty and smelly. We are paying a ridiculous price to live here since rent prices have skyrocketed since covid started, and things aren't all fixed or repaired and they seem to not care. The call center or the woman I spoke to and emailed seemed very concerned, but whoever is handling the repairs and stuff of that nature don't seem to care or take their job that seriously. Thank you for hearing my complaint, have a good day, and I hope this can be rectified.

  

  Business response

  22/03/2022

  We are very sorry to hear of this resident's negative experience. We strive to provide a high quality product to all of our residents at move-in. For this particular unit at ** *******, we completed a thorough walkthrough after the previous tenant had moved out to determine the work that would be required for the turnover process. We had the unit painted, the hardwood floors sanded and refinished, the entire carpeting was replaced, we had a professional clean completed and we had brand new cabinets ordered for the kitchen and each bathroom which unfortunately did not arrive on time for the move in but were in within the first week of residence. The appliances were all tested for functionality before being cleaned and though the dishwasher is an older model, it was and is fully functional as was confirmed by resident.

   

  We do apologize that there were multiple service requests placed with no resolution in place as well as . I can assure you that this is not our service standard and we will be diligent in ensuring this does not become a trend.

   

  Upon receiving this complaint, we reached out to the resident promptly in order to gain more insight and to book a superintendent in promptly to inspect the dishwasher and repair the bathroom ceiling. This was completed on March 14th. The dishwasher is confirmed as functional and the bathroom fan motor has been replaced. The resident has reached out to let us know that his bathroom fan is in fact now fully functional.

• Initial Complaint

  24/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Minto commenced construction behind our home last summer. At Minto’s request we had an engineering inspection done on our home early Dec 2021, we have a usb with the photos. Feb 17, 2022 our basement flooded we found a crack in the foundation that was NOT in any of *******’s photos as a matter of fact we have a photo of the exact spot … no crack. We were told by a representative from Minto in a zoom meeting with our city councillor that Minto would remedy issues caused by their construction. When we contacted the same rep from Minto with the issue in our basement he told us to contact our insurance. Our insurance informed us that if we make a claim & continue to make claims because of the construction we could risk being cancelled and have higher premiums. We have all emails. On February 22 ******* came back to house on Minto’s request and the engineer was asked by Minto to have the report to them by closing that day. We have contacted our Minto rep by phone & email to no avail. Thank you for taking the time with this matter. Greatly appreciated.

  

  Business response

  11/04/2022

  Good Morning, Our Risk Management team is working with the homeowner with resolving this issue. They were on site at this homeowners home Wednesday, March 2nd, for an inspection with an engineer. They have since communicated with the homeowner by email and we have provided them with details for next steps that they need to taken.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a new house from Minto in Ottawa. On the upgrade list, we purchased a power humidifier. The humidifier probably did not work since day one of closing. We have mentioned it multiple times to the coordinator on site to have someone checked, but we forgot to put it on the fix list as there are way too many items, and this one just slipped through. As of today, it have passed the *******s two year warranty period, but I have referenced to Minto that refusing to comply with the implied warranty is against Ontario's sales of good act. They kept on telling me that *******s rule simply governs and overwrites anything else. In short they refuse to have someone repair it, despite they have installed a defective product. The implied warranty means the good should be in good condition, which is not the case as average life span of power humidifier last for 10-15 years. I have included the Sales act below for reference **********************************************  According to the Sale of Goods Act of Ontario 15. 2(there is similar provision in the US under the Uniform Commercial Code): Where goods are bought by description from a seller who deals in goods of that description (whether the seller is the manufacturer or not), there is an implied condition that the goods will be of merchantable quality, but if the buyer has examined the goods, there is no implied condition as regards defects that such examination ought to have revealed. There is an implied warranty as to the merchantable quality. In essence, the manufacturer isn't able to override this warranty with the ones they drew up themselves. This guarantee arises by operation of law and is in addition to any expressed warranties that are provided by the seller.

  

  Business response

  21/01/2022

  Our warranty team received the homeowner's request to address the humidifier and we responded by informing them that since the service request was received well beyond the two year warranty (homeowner received their keys to the home in July 2019), that any repairs are the responsibility of the homeowner. 
  
  Once the homeowner/customer informed us that this problem had been occurring for some time, we checked our records of all their previous submissions, including the pre-delivery inspection, the 30-day warranty form, the 1-year warranty form, and the 2-year warranty form, none of which noted damage to the humidifier. With four opportunities and two years to report the malfunction, and no mention made, we maintain our decision that the repair is the responsibility of the homeowner. 

• Initial Complaint

  02/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Poor craftsmanship by builder and ongoing short cuts to half resolve issues/deficiencies. Recent purchase of a townhome and there have been leaks, patch jobs to repair damaged doors. Etc.

  

  Business response

  08/12/2021

  Thank you for your email.

   

  In looking at your file I see that the majority of items you have listed for warranty have been completed and signed off by yourself. You have followed the normal process of filing your concerns through ******.

  Leaks can occur and based off the number of homes we build in a year we are at about .23 of a percent which is exceptionally low, in a perfect world it would be zero but we do need to keep in mind that the homes are build by people so there is the possibility for human error.

  Given the challenging times we have been in for the past 20 months facing trade and material shortages I feel that we have still be able to deliver a great home but with some additional  minor work to be done after.

  I did see that you had a complaint about the home not being cleaned after a service call, a member of my team did reach out to you asking for a picture so the proper person could return to address the issue, he also requested an updated contact number for you as the one on file is not working. From what I understand we have not had a response to date.

   

  If you wish to contact me directly please feel free to email me at *******************

   

  Customer response

  08/12/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I will follow up, addressing my response to the email provided.
  
  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. ↩