ComplaintsforUnited Built Homes, L.L.C.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract back on September 2021 we have gone through so many different problems one of the biggest one being my floor plan being flipped without anyone knowing how that happened once we realized ground was already broken and I was not willing to have them redig and leave me a weak foundation. If I would've known how many issues that would bring down the road I would have never allowed them to continue but I did thinking that would be our only major problem and I know building a home doesn't come without many complications but it's the lack of interest of this company to fix them. I will not go through each problem I have had with them all I want at this point is to be able to live in a house I am already being forced to pay. The key was given to me back on December 19 2022 with no ac and a bathroom that was usless. I was told that in the next week they would send workers to fix all this that all was cosmetic. Well February 3rd 2023 I still have no working ac and still unusable bathroom my 2nd mortgage payments coming up. All I want is to be able to live in this home that started as a dream and has become a total nightmare. I also believe I should be reimbursed and not pay till I can live in this home.

  Business response

  02/09/2023

  Upon completion of the house, the owner did not have utilities connected, which was her responsibility.  The HVAC could not be started up until then.  This has now been finished.  Also, there were some areas of drywall in the bathroom that needed to be touched up & repainted.  This was not able to be seen upon completion due to the fact there was no electricity connected & it was dark.  This is in the process of being repaired & should be fully complete by 2/13.  There is no water connected to the home. Again, this is the responsibility of the owner.  Once this is connected, there is no reason the bathroom would not be able to be used.  United Built has substantially completed the items we are contractually obligated for & will have the warranty repair on the drywall finished shortly.  As far as the payments, the owner needs to make payments in accordance with the agreement and also because he has taken possession of the home.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My name was forged on a mortgage through United built homes and I have been contacting everyone for past 2 months with no answer back

  Business response

  01/09/2023

  We deny this claim - it is not true. This person was identified and his signature notarized by a state-licensed notary public. Our employees remember this transaction and remember clearly that this particular person did in fact sign the document in question, along with several other documents.

  Business response

  01/10/2023

  Our manager at the time, who is still in our employment, remembers this transaction like it was yesterday. This particular person would not come to the office to sign the contracts, so the manager and the notary traveled to this person's location and observed this person sign the document in question (several documents, in fact, were signed). Then the notary public lawfully notarized this person's acknowledgment at that time and place.  The document, acknowledged before a notary, who signed and confirmed it, is prima facie evidence that it was signed just as shown on the document. In other words, the law says that he signed it - we don't have to prove it - it is proven by legal presumption. He has to prove he didn't. The way for him to do that is by filing a legal proceeding and proving it, rather than by making such claims to the BBB.  We renew our rejection of this claim because it is false.

  Customer response

  01/11/2023

  
  Complaint: 18687316
  
  I am rejecting this response because:
  Can I have someone from corporate call me then 
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I spoke to UBH in early November of 2021 about building a home for me. In the first meeting an subsequent meetings I asked how long it would take to build this home. Their response to me was 8 to 10 months. This policy along with the policy that I would have no out of pock expenses for 12 months was perfect for me. This meant that after the home was completed I would have 2 months to sell my home in Austin and pay them off. So I signed a contract for U B H to build a home for me in November of 2021. Sense then there have many delays of weeks and even months of no work being done at my property. I have spoken with and emailed them about this issue many times. I don't know if this is just bad management or intentional to force people to pay them many thousands of dollars out of there life savings to make them more money. What do I want UBH to do? First I want them to stop forcing me to make payments on a house I can not occupy until the home is finished. Second I want them to repay me the money I payed them for the first two payments. Third I want them to finish my house ASAP. I have other complaints but theirs not enough space here for all of them. Thank you for your help. I anxiously await your response.

  Business response

  01/09/2023

  We regret it has taken longer to build your home than we originally anticipated.  As you may be aware, there have been labor shortages & supply chain issues affecting material availability for some time.  We can assure you it is not an intentional delay on our part to make more money - it is costing us money.  Since most of our customers refinance & pay us off completely, we want to be complete as soon as possible.  Also, it is common in construction lending for borrowers to make payments or accrue interest during construction.  With the loan you had with us, no interest accrued for the first 11 months.  With a typical construction loan, interest would have started accruing with the 1st draw.  This interest would have been paid monthly or would have accrued & been paid at the end of the loan.  For a loan your size, this would have been several thousand dollars.  We are very close to completion of your home & expect to be complete within the next 2-3 weeks.  You mentioned other complaints you had.  If these are of a construction nature, please get with the Austin Design Center so we can address these during this finish up period.

  Customer response

  01/09/2023

  
  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. That is assuming that the 2 to 3 week completion time is accurate I would be very happy. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’ve been watching my newly built home sat and no working going on constantly for a year. I’ve called ***** ***** for an extension on contract because I’m paying $2340 on a house that I cannot live in because no work has been done week in and week out! The weather is not bad and there is no excuse why I’m still looking at an incomplete dwelling. No one has answers for me

  Business response

  07/15/2022

  We submitted a payment extension agreement to the customers, it was signed and has been processed. The payment due date has been extended by written agreement.

  Thanks,

  Customer response

  07/16/2022

   
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February of '22 United Built Homes Bossier City was painting the exterior of the New house they were building on my land and their sub contractor spilled paint in many places around on the patio, carport and side walks that I believe should be their responsibility to have it professionally cleaned.

  Business response

  06/28/2022

  The reason the claim was not handled earlier was because it was not submitted to the builder's warranty system, so the builder didn't know about it.

  The warranty claim process and state law both call for such notifications to be sent to the builder in writing. If the claim had been submitted in writing then it would have gone into our warranty system for follow up. Warranty claims can be submitted by email as well as by regular post office mailing and the descriptions of how to send the claim by either method are both provided in the Home Building Agreement.

  Now that we have been notified, we have entered this concern into our warranty system to be followed up on and addressed in accordance with the warranty.

  Thanks,

  Customer response

  06/28/2022

  
  Complaint: ********
  
  I am rejecting this response because: i have record of an e-mail sent on 4-26-22 (60 days ago) to the claims person in Bossier City. It could have been resolved before this complaint
  
  Sincerely,
  ****** *****

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  United Built Homes (Fort Worth Office) over saw our build in ******* TX. It was a disaster from the day we closed with them. They do not follow up on job sites and oversee the build as they should. They signed off on multiple sub contractor jobs that I had to call and inform them they were not finished. This led to a poorly built house. They have repaired most complaints we made but refused to redo the tile in the master bathroom. I had a home inspector outside the company come in and they stated I needed a opinion given from a tile installer. I had a tile installer review the job and they confirmed it was not done to industry standards. I even looked up tile manufacture standards and confirmed the thinset was not done properly. They left a large gap at the top of the tile where moisture could get behind tile and wall. I was able to stick a kitchen knife behind the tile and if I let go it would have fallen behind the tile and down the wall. This showed the thinset was not spread to surface of tile like it should have been. You can see in picutres the tile installer put clumps of thinset on the wall and just mashed the tile into it. The overall job is very unaesthetic and very poorly done. They sent their original tile company back out and the last installer even recommended replacing it all because it was poorly done. He stated UBH refused to do this and told his boss not to make the repairs. They only replaced the broken tiles they installed. Yes the installer broken tiles and thought it was ok. More tile was damaged during this repair and they were not sent with proper tiles to fix so we still have broken tiles. It is sad when their own sub contractors admit the job was not done to standards but UBH refuses to correct their own work and leaves us with a unprofessional tile job. Things like this happened throughout and we had to pay extra money to fix. We had multiple issues I can complain on. Would never recommend to use this builder.

  Business response

  05/26/2022

  Business Response /* (1000, 7, 2022/05/25) */ All broken shower and bath tiles have been replaced. Specifically regarding the shower, we satisfied all recommendations from the 3rd party inspector. The customer's apparent desire was to get a completely new shower. This was not recommended by the inspector. In regard to the other items from the inspection report, we did not address 3 items, which are as follows: 1) Anti-tip device on the range missing was not addressed because we did not install the range. 2) Dirty air filter is maintenance responsibility for the homeowner. 3) Vent pipe for dryer was loose, which the customer acknowledged he would address since he installed it. Consumer Response /* (3000, 9, 2022/05/25) */ 3rd Party Home Inspectors refer matters to qualified contractors which is what our home inspector did. She noted the damaged tiles as it is what is visible during inspection but she can't speak for the quality of installation. This is why she recommended getting the work checked by an installer which we did. UBH own installer during repair stated he and his company owner, ****** recommended the entire tile work be redone. This is their own installers. They stated UBH refused to approve this when they spoke with them. We do not want a new shower. We wanted our tile work to be installed correctly and it was not. We paid for it and the services were not provided appropriately. UBH is trying to use our home inspector as a cover all. If a roof is messed up they refer to a roofer. Which is what also happened to us. If tile is messed up they refer to a tile company which we did. UBH did not agree with answer and cannot show evidence of properly installed tiles. I have evidence they were not installed properly but they refuse to accept them. They just don't want to pay to correct problem even when it is their own installers telling me it wasn't done appropriately and needed to be installed. Prior to leaving he apologized and told me he recommended hiring another company to come tear out the tile and re do it. So UBH can't say their isn't an issue. They just want to cover it up.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have been working on my home for over 1 year and 8 months everything has been horrible they are almost done with most of the stuff on the inside My foundation looks like it has waves in it there's cracks on the Siding that they installed outside the house there's visible nails on the roof there's also nails thru out my entire yard. We had a conversation before they poured the concrete and he said that he would put dirt on the entrance to prevent it from getting damaged and that did not happen so my entrance is beyond repair. We are very unhappy with UBH everything is next week and no one shows up. I've emailed the main guy and he doesn't respond to me.

  Business response

  06/08/2022

  We have addressed and continue to address all valid warranty claims in regard to the home.  We have already told the homeowner numerous times we did not contract for and are not responsible for repairs to the culvert 

  Customer response

  06/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: they did not mention any thing about the other items not complete or items I am not satisfied with
  
  Sincerely,
  
  ***** *********

  Business response

  06/24/2022

  Our regional manager is working to arrange a time to come by the home to inspect the complained of areas and see if any exceed the agreed performance standards or call for a repair. If they do, then we will repair. If they don't, then we will not repair and will inform the customer of the reasons.

  We have already responded in regard to the culvert. It was the customer's responsibility to provide adequate access to the site for construction, including access for large material and concrete deliveries. Any damage to the culvert was because it was not adequate.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Well it's simple just by saying that when you pay for a job to be done then you expect it to be done. UBH has plenty of documentation of my asphalt paved driveway entrance and culvert being damaged by the concrete trucks that they had sent to my property to pour concrete for the slab. I was told by my first builder Daniel whom later quit the company after having a voicemail that stated that he was on vacation in which I discovered on my own by calling UBH to see why know one has been working on my house in a month or so and they said he quit. I was like that's good so who's going be working on my home and they said I think Chris is. So I said thanks for showing spectacular customer service by not notifying me of what's going. So finally I meet Chris and showed him about the driveway entrance being damaged. I also done the walk through of the house with him and showed him that I was missing a swinging glass shower door and he said due to Covid (political) that delivery's were pushed back. I say that to say this come on man you trying to tell me the home buyer that you can't find me a D*** glass door for my shower and now I'm still waiting for the D*** shower door. Really!!!. I also have chipped paint on my back French doors on the outside and the same door doesn't close flush to the house. My wife and I are like happy/sad homebuyers, and I gotta tell you that it's crazy to have mixed emotions about a brand new house. We supposed to be happy and ready to tell people about our experience with UBH but there's a hesitation.

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2022/04/13) */ In consultation with the customers, they have agreed to allow us to cut out the broken asphalt & replace with concrete. This is scheduled for the week ending 4/22/22. The shower door is expected to arrive by 4/19/22, and it is scheduled to be installed by 4/22/22. The same person who is installing the shower door will repair the french doors & touch up the paint. This should also be done the week ending 4/22/22. Consumer Response /* (2000, 7, 2022/04/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response because they seem to be actually going to fix all my home issues with in the upcoming week. So as long as my wife and I been waiting for this to happen, I gotta say that we will both be satisfied to see the job actually done on 4/22/22. Thanks so much!

• Initial Complaint

  08/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  All during the sales and build phases, UBH talks about how amazing their warranty is. This is a lie - their warranty process is a joke. First, I shouldn't have to file 20 different warranty claims in the first six months after the house being done, this shows how poorly it was constructed. Second - they NEVER respond in writing, to either emails to warranty, or certified mail. If you're lucky, you'll get a phone call or someone showing up at your house. We were promised everything would be fixed in April. In early August, we were promised "most" things would be fixed "next week". We are still waiting. We have been waiting six months for a simple window screen replacement. We have been waiting five months for a proper fix to a poorly poured concrete slab. We have been waiting three months for a fix to poor air conditioning of the upstairs. We are tired of waiting. These waits are no longer reasonable and cannot simply be excused by a pandemic, especially the lack of communication.

  Business response

  10/06/2021

  Business Response /* (1000, 5, 2021/09/09) */ We are arranging to inspect the floor to determine the issue on whether the level falls within tolerance. As for the other items, we are arranging to address them within the next few days. Consumer Response /* (3000, 7, 2021/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) UBH's response on the 9th says they'll address most items "within the next few days". On the 15th I did receive a phone call promising work would be done the next morning. Most minor problems were in fact solved on the 16th. We were told roofing work would happen the next day. On the 17th, shortly after noon, I sent a text message to the contact I've been dealing with asking if roof work was still expected today. As of 5pm I have no response and no show. This is the typical pattern with UBH, they promise to get things done, they do the smallest things possible, then disappear again. In regards to the floor, we were already told months ago it would be fixed, and now it's "we'll inspect it"? I've already spent over $1000 dealing with these problems that I should not have to spend on a brand new house. Business Response /* (4000, 11, 2021/09/27) */ We are continuing to arrange to address the concerns that have been submitted to us. This is a very challenging time in construction, as subcontractors and materials are in short supply. We will continue to work toward resolution of all valid concerns.

*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. ↩