ComplaintsforUnited Built Homes, L.L.C.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date beginning, January 25,2023. Account #******** People involved ******* ****** ****** ********* ****** **** *****, Construction manager. UBH Texarkana built us a home. No complaints on the home and build. The complaint I have is that no one ever cleaned up our site, they did not finish painting, did not finish with electrical, did not fix our yard or foundation. Myself and my family cleaned up the entire construction site. They picked nothing up. The left our yard with concrete poured out front on the ground, and the back side a total mess. I have plenty of photos and correspondence to prove all this. I was told that they would bring dirt and fix the areas agreed on. They have never done that. Fordy repeatedly told me that they would take care of it. I have a signed agreement that says that they will fix it. I have sent in multiple warranty claims for broken windows, cracked sheetrock and other various items that need to be fixed. I have gotten no response. We have spent thousands of dollars out of our pocket to get things fixed. Still nothing from UBH. Very poor response from them. I want what I was promised and to be done with them. Thank you, A***** *** ***** ****

  Business response

  04/25/2024

  On 1/25/2023, United Built Homes contracted with these customers to build them a home of their choosing on their selected site. This home was completed and possession was taken by the customer on 9/30/2023 with two outstanding items, (1) replace weatherstripping around the doors and dirtwork and grading around the house. These items were entered into the UBH warranty system on 9/30/2023 and they were completed on 10/09/2023. Since the completion of the initial warranty items, we do not see where anything else has been reported. This home still has its 1-2-10 year warranty coverage in place and any item that falls within this warranty will be corrected. The items of concern listed by the customers are as follows: (1) Site not cleaned up: United Built Homes will clean up any remaining trash or debris that has been left on site. (2) Painting was not finished: United Built Homes will complete any unfinished exterior paint that had been contracted for. The interior paint was the responsibility of the customer with funds provided by UBH through our “Finishing Funds.” (3) Electrical was not finished: Any unfinished electrical work that UBH contracted to install will be completed as agreed upon. The customer did contract separately with an electrician to add some items outside of the UBH contract - these unfinished items will be the customers’ responsibility. (4) Yard and foundation not fixed: Any unfinished yardwork/grading that was agreed upon will be completed. We are not sure what foundation issue is being addressed in the complaint but if this item can be clarified and falls within the agreed standards and requires correction, then UBH will address this as well. (5) Concrete poured out front on the ground: Any concrete spoils left behind will be cleaned up and removed from the customers site. (6) Claims for broken windows: We have no record of this claim but if the house was turned over to the customer with broken windows or window glass, UBH will correct the window issue. (7) Cracked sheetrock and other various items: This is vague as to what exactly is wrong or needing to be corrected. With an inspection on site with the customer present, we can inspect and agree on what corrections are required to be performed.
  

  Customer response

  04/26/2024

   
  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. I just want everything fixed. I am not complaining about the interior painting, I understand that was on me and I am happy with the interior. 
  as far as the foundation, it is exposed and was left that way. Myself and my family have been working on it.
  The electrical is not what I had hired outside of UBH, it is 1 outlet that was never installed, no cat cable and no tv cable in my bedroom 

  2 front windows have been broke since before you finished.

   I have filled out 3 warranty claims on your website with no response  

  If all items are taken care of, I will be sincerely grateful  

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

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  United Built has been working on building a home for me for a little over a year. From the start the sales rep in the Bossier office forgot to add painting to my bud and basically told us too bad we would have to pay for it up front if we wanted it. Next, two months in we haven’t heard anything from our builder only to find out he had quit and a guy from a completely different office and state was building our home. Moving forward to 7 months in we sign off on the home as substantially complete so we can begin painting and other things we couldn’t do before we sign off. The plumber damaged tile and drywall trying to force a tub into a space it wouldn’t fit. The tub was damaged as well. Due to this issue I could not get the home appraisal done for a refinance. It took them almost 3 months to fix it. During this whole ordeal they have insisted on me paying their mortgage. They damaged my driveway which cost me $2600 for 30 more tons of gravel, tore down and rebuilt cabinets I had already spent $5500 to paint and didn’t bother to have them painted as before. Despite all of this I also have to pay $6500 in interest with my refinance because they refused to waive despite all the issues they have caused. Avoid the bossier office. I’m currently involved with the warranty department to fix a plumbing leak in our second bathroom and trying to get door handles that were never installed. For the money we spent on this home I expected a lot better quality of home and service.

  Business response

  11/10/2023

  Building a home is a large, complex project.  UBH stands behind the project and takes responsibility to correct problems.  It is common for many customers to retain responsibility for interior paint. This was included in writing with this customer before the project started.  In the early stages of this project, UBH placed a new superintendent in charge, who was working from another office located a comparable distance away.  The homeowner furnished a freestanding tub for Bath 1. This tub did not fit into the designed framed opening. UBH tried to make it work, but was unable to. UBH purchased and installed a replacement tub, and drywall and tile were addressed and corrected. There was a misalignment with the shelving in one of the kitchen upper cabinets, and so this was rebuilt and painted. There is currently an issue that overflow in Bath 2 allowed some water to leak from the drain line. The plumbing has been corrected - the drywall will be repaired within the next week, provided this schedule works with the Homeowner. UBH will have new doorknobs delivered 11/10/23.  Any future concerns can be sent to [email protected]
  

  Customer response

  11/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The issue still stands that we signed substantial completion on the last day in May.  They did not return to set the stand alone Tub until July 18th.  We purchased the tub with the assurance that it would fit fine per the first builder.  Rather than call us to inform us that the tub was not going to fit they proceeded to install it and create damages.  We started getting billed for the home in August.  Keep in mind other punch list items had also not been addressed at this time.  I have all texts photos and documentation to back this up.  Our cabinets were not repainted to the same quality as before and will cost roughly $1750 to be finished the way we had them before.  Back to the issue of the the master bathroom that kept the home from being completed enough to refinance.  It took until October 10th to have the repairs and tub replacement completed.  During this time I was trapped in a high interest mortgage that I could not get out of.  With a major plumbing fixture not in place I could not have an appraisal done at the request of my prospective lender. My builder was made aware of this concern. This was entirely at the fault UBH.  We have been trying to get this home refinanced since I was sent the first bill and due to their inability to complete my home was forced to draw $6500 worth of interest on a loan they would not let me out of because they wouldn’t finish the job.  I was also paying rent on another home at the same time because we could not move into this home.  I was forced to roll in another $6500 into my new mortgage.  I feel due to their repeated failures at finishing the job and costing my family unnecessary expenses the $6500 should be compensated.
  Sincerely,
  
  ***** ****

  Business response

  11/14/2023

  UBH turned the house over to the customers on 5/31/23, when the home was Substantially Complete, as agreed. At that point, they could get their flooring and interior paint completed.  UBH could not install this tub that they provided until the flooring was installed underneath it, and that was their responsibility.  That was the reason UBH did not come back until 7/18/23 to install the tub that they provided.  Once UBH determined their tub wouldn't fit, another tub had to be ordered.  The contract with the customer states there is not an agreed upon completion date and the payments on the house are due as stated in the contract documents.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  United built homes built a house for me, I have had repeated electrical issues with the wiring. My shower has missing grout in spots on the floor and the shower door is not level causing it to not shut correctly and leak. I have called multiple United Built homes offices to get these issues fixed and have had no success. Management does not communicate or return calls or messages.

  Business response

  08/10/2023

  The statutory and contractual method to make warranty claims is to submit them in writing to the company. This home was completed 3/5/2021. The warranty has expired on these concerns. Even so, the builder will provide the Homeowner with contact information for a trusted shower door company. In regard to the Electrical issues, the circuit that the Homeowner's copy machine is on may be overloaded. As a show of good faith and compromise, the builder will add an additional circuit to remove the Living Room lighting from the current circuit. In addition, United Built Homes will send a Superintendent to the property to check the grout of the shower and add some if necessary.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  UBH built us a home that started June 2022. When the cabinets went in, the white stain that was used had pooled at the bottom of the doors and left fronts very streaky. My husband spoke to the Regional Manager ******* on 3/6/2023 at 2:18 pm regarding how unhappy we were. ******* stated that UBH would pay 1/2 the cost that we paid to have our cabinets painted. Cost to paint cabinets was $1200.00. My husband sent an email to **** ******, the manager at UBH San Antonio on 3/7/2023 letting **** know that he (****) has spoken to ******* regarding UBH paying for 1/2 the cost of painting cabinets. As of 8/1/2023 we have not received any compensation ($600.00) for cost of cabinets as ******* had stated my husband. We have sent 5 emails to **** ****** and 7 text messages to *** at the front desk asking for the $600 ******* had promised. There has been no response or payment from anyone UBH

  Business response

  08/03/2023

  The customers' summary is pretty accurate - there has been a miscommunication, with two different persons thinking the other was doing this, and so neither got it done. We apologize for the oversight, it is being corrected now and the check should be issued within a couple of days.

  Customer response

  08/09/2023

  
  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. I will reach out if UBH does not follow through
  
  Sincerely,
  
  Tracy *******

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  UBH advertises “custom built”, but fails to provide anything custom. I am living in a home that has “custom” cabinets that do not fit the appliances we provided dimensions for 10 months in advance. First we were told our range hood was not designed to be incased, then we were told the cabinet was built to fit a standard range hood insert, however the cabinet does not fit either. UBH refuses to have the cabinet builder come out and fix the cabinet. Instead they want to rig up the insert in the back of the hood so that you have to reach across a 36in gas stove to turn on the insert range hood. Prior to this issue, the cabinets were built too short and the vent pipe was cut and exposed above the cabinet after we had multiple meetings discussing the fact we didn’t want an exposed pipe. UBH provided a make shift piece of wood to “cover” the pipe. The cabinet builder admitted to not reading his emails with the dimensions before building the cabinets yet we are to accept patchwork rigged up cabinets when we did exactly what we were told to ensure UBH had the appliance dimensions and understanding of what we wanted. We are told we have to accept UBH solutions to have rigged together cabinets rather than the custom cabinets agreed upon. UBH states it’s too hard to properly fix the cabinet by rebuilding. Also, we have closets that are unpainted, visible screw holes around door frames, uneven exterior doors, and trim work that is not straight or square on the corners. The least UBH could do is hold the cabinet builder responsible for the absolute wrong cabinets being built due to his neglect and disregard for the dimensions provided. We were told the cabinets would be built to fit the appliances. No one ever reached out to stated there was a problem with the dimensions. We were left to discover this issue once we were able to install our appliances. Again, we did not agree to a brand new house that is patchwork. Hold the cabinet builder responsible to rebuild.

  Business response

  07/11/2023

  We are in the process of having the cabinet rebuilt above the range to accommodate the vent hood.  We should have this finished by the end of this week.

  Customer response

  07/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: We have not heard anything from UBH local representatives in two weeks. We were also told we would have a visual of what the cabinet would look like prior to it being built and we have not. The communication with UBH is absolutely zero. We have to beg for communication and are always met with bitter responses as if we are undeserving of UBH employees time. We are going on over 3 months of unresolved issues for the cabinet and have no vent hood to contain smoke when cooking. 
  
  Sincerely,
  
  ***** ******

  Business response

  07/19/2023

  The contractor is making a sketch of the cabinets and plans to have that to deliver to the customer on Tuesday 7/20/23 and then plans to build the cabinet and should be finished within the next two (2) weeks.

  Thanks,

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed to build a home with UBH on June 10, 2022. Work has proceeded and we have actually refinanced the home as of June 21, 2023. We have not moved in yet but have been talking to several representatives from UBH for months. We were at fault to the extent that UBH does not explain that since you qualify for the initial loan with them that once you reach a point where you sign off on the house being substantially complete which in their agreement means you can now complete your item (floors, appliances, etc.) that in their definition of things all additional work is considered warranty work. Yes somewhere in the legal ease that is stated, however no one from UBH has ever really explained that, or told me how to file for warranty work. My issue is as the individual contractors completed their portion of the build they were not monitored by UBH and held to completing their portion correctly. My signed agreement has an additional light in the shower and it has yet to be installed. How can that be considered warranty work when it was on the original document signed in 2022? The UBH employees have said that we are entitled to a "final cleaning". It as not been done. We have framing boards from the initial concrete pour that have not been removed. We have windows that have broken seal and are not of any R value at this point, we have missing and damaged window screens. I understand they are experiencing delays on windows and are suppose to receive replacements soon, but again I pointed out some bad windows prior to signing the substantial completion in February and they still have not been addressed. I have taken my concerns to who I understand is the Regional Manager and he has assured ne everything would be taken care of. I understand that there have been issues as I have had 3 different Superintendents over the course of my build. I also acknowledge that UBH paid me for damages they did on my property. They have given some concessions. My biggest issue plain and simple is that you qualify for the loan they start your house and then when the final items are not completed you have the choice of waiting them out and paying a high interest payment to them, or refinancing to you final loan. It feels like a threat by them to basically say take the home as is or make payments to them which are basically double what my refinance payments are. Over the time I have dealt with UBH I have seen two different Sales Managers in the Bryan office, my original Salesman ******* has left the company, my first Superintendent **** had a heart attack I was not informed of and upon his return he was fired, a Manager who took over my build who flooded my cabin at the construction site, and am onto my third Superintendent because the Manager no longer wanted to deal with me. All I want, all I ever have wanted is for UBH to do what they said they would do and finish the house. Now that I have refinanced and they have all the money they are going to get for this house I have little if any confidence that they will finish things because I am now just living in warranty world and good luck with that.

  Business response

  07/11/2023

  UBH is working on wrapping up the concerns and addressing each issue that we have been notified of. We hope to be completed this week.  We take both completion issues and warranty claims seriously and do not let them drop off our follow-up until they are done.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a house recently built by UBH. From the beginning we have had communication and workmanship issues. Items that needed addressed from the walk through haven’t been completed. We have made numerous attempts to communicate with the local office and regional office with zero resolution. Now we have a mortgage payment and a house that isn’t completed. There has been no communication from UBH for 3 weeks even after requesting a response from the regional leadership. The time and frustration from all this is incomprehensible and it just seems UBH doesn’t care. This is our dream home we’ve saved up and worked for 15 years to build. This was an absolute disaster and we are embarrassed to have friends and family over to celebrate what should be a joyful time in someone’s life. Here is the list of the things still left to complete. FYI the job site superintendent never wrote anything down during our walk through. Even after being asked if he thought he needed to. Slab repair never finished from plumber Fire logs still missing for the fireplace. Base trim for all front and back porch post not done. Numerous areas needing addressed on exterior siding and paint. (To many to list) Rebar sticking out of exterior slab. Front door window trim needs replaced. This was broken before installation and known about the whole build. Exterior cedar window shutter broken and damaged siding. Missing two areas of cedar shutters. These are laying here waiting. Bathroom Faucet that wasn’t installed properly needing addressed. Job site cleaned up never finished. I had to do much of it myself just to get started on grading and landscaping. These are just the items that we identified during the build. We will be dealing with their warranty department next for other items with low expectations.

  Business response

  05/31/2023

  The first BBB notice sent to us was not received. After your second one, we looked and found it in the SPAM folder.

  UBH's Regional Construction Manager has been in contact with the customer & has a meeting set up for 6/5/23.  We will inspect the home with the customer and take care of any items that need to be addressed in accordance with UBH's responsibilities under the Home Building Agreement, the Warranty or the agreed NAHB performance guidelines.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upstairs AC is non-functional. Outside unit does not turn on. Lights are not connected to switches. Cannot turn on lights in one bedroom. Wood repairs were done with sheetrock puffy rather than new wood as promised, on interior door frames and outside siding. exterior beams have defective wood with splits running top to bottom, complete width, front to back. Cedar mantle is a piece of untreated nominal lumber. Does not match display. Local contacts nonresponsive.

  Business response

  05/10/2023

  The A/C unit has been repaired & is now working properly.  We have been unable to connect with the customer so far, but have a meeting set for 5/11 at the home to look at any issues he might have.  After this meeting, we will address all concerns in accordance with the contract and the law.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We moved into a house that was built by United Built Homes and we were told that they would return to fix items that were broken, missing, or unpainted. To date, we have sent over 20 emails requesting service orders to correct items in the home, and it hasn't been corrected. As of April 2023, we are missing screens on windows (they removed them and used them on another job)the front door is still broken, the back door was improperly installed and the wind comes through it, and the top gable window is cracked, the paint on the outside is bubbling & peeling, the wood trim was never installed on the bottom of the cedar columns around the house - there are 8, the culvert at our front gate is still broken from when the large truck entering the property with supplies went into the ditch and damaged it beyond repair, the trim on the inside of the house isn't painted, and is still marked with blue painter's tape as the United Built Homes agent asked us to do. We have been contacting them for a solution, and our emails remain unanswered.

  Business response

  05/02/2023

  Our representatives have contacted the customers and have got a list of their concerns and will work to resolve such within the next 30 days.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had house build by UBH. The craftmanship warranty will run out on May 16th of 2023. The stone all around the house is cracking. General contractor is telling us to let him have lines cut up and down to fill with grout which will look horrible and not fix the issue. Then to go over his head if it is not fixed correctly and we are not happy with it. It is stone pattern that have cracks all over. The stone mason even said that it would look horrible and not only that it would not fix the issue. The stone has been secured directly onto the cedar post pillers on the porches and there is not enough concrete all around the house to secure the stone correctly with the bricks and caps for the pillars or to hold the stones correctly on the walls. Just want it fixed correctly with craftmanship warranty.

  Business response

  02/16/2023

  There are some cracks in this decorative masonry. We plan to make the repairs in the precise manner that we all agreed to in the Contract. We agreed we would repair them in accordance with the NAHB Residential Construction Performance Guidelines, and that is what we plan to do.

  Customer response

  02/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: We still have not received a scheduled date of repair and no where in the contract said they would cut ugly lines up and down and just fill in. Our understanding was if craftsmanship issue it would be repaired correctly and not ugly patch job that does not match stone pattern the way it should be taking away from appearance and value of the house. Also expected craftsmanship issue to be fixed to prevent further issues with the same craftsmanship issue. Construction team already said this would not keep it from continuing to crack but just do ugly patch job of what has cracked so far.
  
  Sincerely,
  
  ******* ******

  Business response

  03/06/2023

  These concerns will be repaired by applying the standards and methods called for in the agreed performance standards.

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