ComplaintsforHeritage Homes of Mobile, Inc.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since we moved into our new home, we have encountered several issues. We have reached out to Heritage several times. The first time they came out and looked at the issues and agreed that they needed to be addressed. While there, they fixed a couple of things, but all they really did was cover them up and now they are back. We need the issues FIXED! The toilet is not level and keeps breaking the caulk around the bottom. The siding trim only has 1-2 nails in it and continues to fall off with any little wind. Then the boards behind get wet from all the rain. Our floors have developed gaps in them and the companies fix was some brown caulk! Ummm no, it looks awful. I dont even want to have people over. All of our exterior doors have gaps all around them, any type of pest has full access to our home. Our master bathroom shower has a chip in the bottom of it where they installed the glass doors. This was after they cracked the master bathtub while installing it, but ASSURED me that it could be fixed and you would never even know it had happened. Their patchwork does not even match the tub, so it appears to have a permanent stain! I was told over a month ago that everything would be taken care of. Were still waiting! I sent a follow up email a week ago with no response! Today we have more siding falling off, I took pictures and sent yet another email. Of course they are not responding and we have bad weather approaching.

  

  Business response

  06/19/2023

  Good Morning,

  Heritage Homes closed on a house built for Mr. and **************************** on September 23, 2022.  The house is currently under the One-Year Workmanship Warranty period.  At the closing, we explained the warranty standards and protocol for making a claim.  All claims must be made in writing.  This can be done by email, directly on our website, in person, or by US Mail.  Mr. and *************** have made a few warranty claims.  Heritage has self-performed repairs and issued work orders to subcontractors for other repairs.  We have been in contact with the ***** via email regularly.

  To be honest, I was surprised that they decided to file a complaint with the Better Business Bureau.  I was personally in direct contact with ************** during the construction because he breached the contract by performing unauthorized work himself after inspections.  I felt like we had a good relationship and worked through the problem cordially. 

  We have had some turnover in our warranty department.  Still, I would have thought a telephone call or email would have been better suited before a claim to the Better Business Bureau.  Heritage will perform all warranty work strictly by the warranty standards and protocol.  

  Thank you,

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

  President

   

   

  Customer response

  06/19/2023

   
  Complaint: 20192961
  
  I am rejecting this response because: 

  First of all, I have never had any type of communication with *******************, much less a good relationship. This is the FIRST I have ever heard about a breach of contract! I understand that there has been some turnover in the warranty department, probably due to the amount of stress they are under with the number of claims coming in from unhappy customers. Regardless, we followed protocol and sent the emails, there was follow up to the original email. They said they would take care of the issues, but as stated in the original message, 3 things were fixed. The caulking around the toilet was repaired, but the problem was not fixed, so within a matter of days it was messed up again. The siding was repaired, but has since fallen off in other places because it was not installed correctly from the beginning. The floors were looked at and patched, but the patch work looks awful and is absolutely unacceptable and it continues to spread in other places, because the floors were never leveled prior to installation. As for the rest of the issues, we know ***** sent a text that he was coming, but weve heard that before. 
  So, we did try an email/text prior to contacting the BBB, but we felt at this point it was our only option to get a response before our warranty runs out. 
  
  Sincerely,
  
  ***********************

  

  Business response

  06/19/2023

  Good Morning -

  I apologize.  I was thinking of another customer with the same last names.  It's why it took me so off guard that a complaint was filed.

  We actually have an industry low for warranty claims made, and we are one of the only builders with a dedicated warranty representative.  

  As mentioned, I do apologize for getting the customers confused.  Also as mentioned in my earlier response, we will perform all warranty work according to the warranty standards and protocol.

  Thank you -

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

  President

   

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are building a house with Heritage Homes, we signed our contact in January 2021 and broke ground on June 3, 2021. Our house has yet to be completed. Although there is no finish date in our contract, we have been verbally told that the house would be done by the end of April 2022 multiple times by our contractor. We are now in the last week of April and are now being told that the house may not be done this week. We had issues with our sheet rock (that shouldn’t have even been a issue) and informed our contractor with ample time of this issue. That issue is still not fixed. He shows no sense of urgency or remorse about the situation. We understand that deliveries of certain items were delayed because of COVID, but that is not affecting us now as everything is at the house and the actual construction is complete, but the issues that need to be addressed are always brushed off. When I contacted our contractor to find out if we would be closing this week, he said he cannot guarantee that (which is reasonable to an extent, but he shows no remorse about the situation). I have multiple people that have taken off work/cancelled plans to help us move in because we were told weeks ago that it “would be no problem to get us in by end of April”. The paint and flooring job in the house are atrocious as well, but there’s no telling how long it will take to get that resolved. I have emailed the customer service representative for Heritage Homes and received no response.

  

  Business response

  04/25/2022

  To Whom It May Concern,

  Heritage Homes is aware of the sheetrock complaint at the house mentioned.  Last Friday we took down light fixtures, rolled some ceilings with paint, and put a straight edge on the areas of concern.  The ceilings are flat.  This appears to be "ghosting" or shadowing. Our Team met with Mr. ******* (husband).  We thought we were on the same page with the concerns and plan moving forward.  Based on the complaint, I guess this was not accurate.  I wish Ms. ********** was at that meeting.  Building a house is a complex endeavor, and it is always best for everyone to be on the same page. 

  We hoped the sheetrock guy could go today, but he could not.  He is a subcontractor and we do not control his schedule.  He is going tomorrow.  The customer asked for the painter to go instead. This would be putting the cart before the horse.  The sheetrock contractor needs to finish before the painter goes.  Until the house is a finished product, we expect there will be areas of concern.  We will have the house in condition to meet or exceed contract standards (2-10 Homebuyers Warranty and NAHB Residential Construction Performance Guidelines). 

  Heritage Homes will strictly follow the guidelines in the contract, especially after facebook was used as a public area to defame Heritage Homes.  Problems happen in construction, and we will do our best to address them as quickly as possible.  I am proud that we have delivered over 4,000 houses to customers over the last 40 years - most of which come from customer referrals.  

  Construction cycle times are at all time highs - mainly because of catastrophic shortages of skilled labor and materials.  Subcontractors are stretched thin and suppliers are backordering material for weeks.  Vinyl windows are seeing 25 week delivery delays.  We're doing our best to stay transparent, set reasonable expectations, and deliver a home our customers can be proud of.

  Thank you -

  ***** ****, President

*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. ↩