Complaints

This profile includes complaints for Villara Building Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Villara Building Systems

  4700 Lang Ave Mcclellan, CA 95652-2023

  
• 

  Villara Building Systems

  PO Box 515015 Sacramento, CA 95851-5015

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting for Villara to repair my A/C unit since June. We are heading into October and no one has called me or updated me on the status of my repair.The initial technician, ****** ******, said it would take about 5 weeks to order and install the part. I waited patiently for 5 weeks to pass, I called and then was told by ***** ********, the installation coordinator, it would **** *-8 weeks. Again, I waited. I would call to confirm there was movement on my order, and I would only ever get the voicemail. Without any response. At 8 weeks I was told by customer service that it would take 8-10 weeks for the part. 10 weeks was Labor Day weekend.We are now inching towards October, there is no part. There is no contact, there is no information on when I can expect an update. I call just about every day, and every day I get a voicemail without any resolution. I don't know if my case has fallen through the cracks or will ever be replaced. I can't get a straight answer from the company and I need to know when I can expect to have a functioning A/C unit again. This is unacceptable.

  

  Business Response

  Date: 10/04/2024

  Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience and frustration you've faced while waiting for the repair of your A/C unit. We understand how important it is and we truly regret the delays in communication and the difficulty in obtaining the necessary part.

  Unfortunately, we have been encountering challenges with our suppliers that have delayed the arrival of the unit, far beyond what we originally anticipated. However, this does not excuse the lack of timely updates and clear information. You deserve to be kept informed every step of the way, and we deeply apologize for falling short in this regard.
  

  We are committed to resolving this as quickly as possible and will make it our priority to provide you with a clear update.
  

  We truly appreciate your patience and would like to assure you that your case has not been forgotten. If there is anything further we can do to assist, please don’t hesitate to let us know.

  Sincerely,

  Sarah Silva, Director of Retail Home Services

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 2024 we purchased a residential property built by Lennar in 2021 in the city of *********. we started using the ** on the 2nd week of June. We notice that something wrong with our condenser. The thermostat is on but the ** is not running and sometimes the thermostat is off but ** is running and the condenser fan is on and off and very noisy. I asked a friend who has a HV** business to check the unit. He found out the yellow wire is not connected in the furnace and the furnace cover is not properly screwed because of the missing nuts and used only an aluminum tape. I contacted the builder and referred the VIllara as the original installer. Their technician came and inspected the unit a loose bolt in the condenser fan caused the noise, put a new capacitor and the compressor is already damaged and not producing cool air. The yellow wire supposedly use for the condenser is cut somewhere in the middle of the wall. To run the unit the green wire used for both fan and condenser. I ****** online that wrong electrical wiring could caused the compressor to damaged and burn out. They void the warranty because according to them they did not received complains and the electrical wiring and furnace cover might be the fault of the original owner. They are charging $5,533 for the labor installation of new compressor and they refuse to do the rewiring, blaming the previous owner. Use of the HV** unit with improperly installed wiring by Villara, causes the HV** to break overtime. Now currently summer heat wave is killing us here in *********/*** area due to our ** not working

  

  Business Response

  Date: 07/10/2024

  The service manager for our warranty department will be out of the office until July 15, 2024. I will do a full review with the manager as to why we concluded the system had been damaged by others. In my 33 years with Villara, I have never seen wire repaired with silver tape. Every one of our startup techs are equipped with wire nuts and all the tools needed to fix broken wires properly. It is not unusual for a thermostat wire to be severed by picture being hung, or a revision being made to the home. It is unimaginable that our service tech would wire a system as described in this report. I will review all information and contact the new owner, prior to July 19, 2024, and will send an updated report after our finding.
  
  ***********************
  Executive Vice President
  Villara Corporation
  ************

  

  Business Response

  Date: 07/19/2024

  Good morning,

   

  The response is attached.

   

  Thank you!

   

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

  Executive Assistant to Executive Vice Presidents ********************* & ***********************

  & Backcharge Coordinator

  Villara

  ************  

  Customer Answer

  Date: 08/05/2024

  Better Business Bureau:
  
  We would like to extend our thanks and appreciation to BBB for their help and effort to resolved our complaint to Villara Building System. **************************, Executive VP, personally attended and given priority the faster rewiring of our AC unit as well as the reimbursement of $3,500 for replacement cost of new condenser unit.
  
  Best regards,  

  *********************** Bagang  

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 10th one of Villaras technicians was performing work at my neighbors house . The technician disassembled my quick-connect hose assembly and attached his hose to clean the neighbors A/C. The technician used 30 gallons of water from my house. I have an electric water meter which records the consumption. I have called the general customer phone number *************) to report this inappropriate behavior and theft of my paid public utility water. I have called 3 times and was promised a callback from a manager. As of 4/18, no one has contacted me. Whenever I call them to speak about the manner, they say the manager has tried to call me, but are not available now. I would imagine this is a crime to trespass on someones property, steal a good (water) for use of enrichment of a company. This Company will not take any responsibility. Please note, I personally did not hire them nor did I pay them any money for any services. Attached is a letter I sent also to the vice president of the company.

  

  Business Response

  Date: 04/26/2024

  ************************, thank you for reaching out. I apologize for the negative experience you had and appreciate the opportunity in resolving this matter. In addressing your experience with us, this is not condoned behavior that we allow throughout our organization. We strive to perform all business interactions with integrity and poise, and if that is not fulfilled, we want to address it as soon as possible. In regards to the outreach to our VP, ***********************, he has confirmed no receipt for an email or letter received by you. His priority is prompt customer service and apologized for any lack of communication due to lack of information received. We have also attempted to contact you via phone without luck of connecting; please reach out to our ********************* Manager at ************** so we can resolve this matter. We do have a solution in mind and would love to finalize it with you at your earliest convenience. We appreciate the opportunity in reaching a resolution with you and look forward to hearing from you soon.

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new house. I was told I was required to buy the solar. I bought it. I was told the solar won't be activated until ****** activates it.I attempted to contact them a couple of times. I was told to keep waiting and someone would call me back. It has been over 6 weeks. No one has called me back.

  

  Business Response

  Date: 01/22/2024

  We sincerely apologize for any inconvenience you may have experienced regarding the delay in activating your solar system. Your satisfaction is our top priority, and we appreciate your patience in this matter.
  
  We understand your concerns and would like to update you on the status of your solar activation process. Here are the key milestones and the steps required:
  
  1. Proposal Preparation started 11/20/2023 once we received PG&E information.
  2. Proposal Approval
  3. PG&E Application Submission
  4. PG&E ************** ********************* and Homeowner Walk-through Scheduled:1/25/2024
  
  We understand your frustration and apologize for our lack of communication. This is a lengthy process, and we should have recognized the need to proactively communicate with you. We sincerely apologize for any inconvenience this may have caused. Our team is actively working to ensure that your solar system is activated as soon as possible.
  
  If you have any further questions or concerns, please feel free to reach out to ** directly. We value your business and appreciate your understanding.
  
  Thank you for choosing Villara Solar.
  
  ***********************

  Villara
  Executive Vice President

  Customer Answer

  Date: 01/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our brand new home in March of 2023. We have had continuous issues with our hvac unit that Villara installed and is supposed to repair under warranty. We have requested that the tech thoroughly inspect the entire unit when coming here. It has now been nearly three weeks and we still dont have a properly working air conditioner. We are fed up and want a resolution. I have contacted the on call emergency twice now and get no returned calls. I have contacted the office and requested a supervisor and am told that theyre out of the office, but they will follow up with me. That has not been happening. We want our hvac system working properly. We have someone in our home with health issues that is unable to regulate their body temp, so having no ac compromises them and puts them at risk. We need a resolution and want it all working and performing at 100%.

  

  Business Response

  Date: 07/19/2023

  On Monday, July 17, 2023, I contacted the homeowner to let her know that I had located a replacement compressor locally and scheduled the installation for the next afternoon, July 18, 2023.  The replacement was completed by an HVAC Supervisor and a Sr. technician. We received a call from the homeowner, this morning July 19, 2023 stating the unit was non-operational.The installing supervisor was dispatched immediately.  During his inspection he found and repaired a loose wire at the outdoor breaker, an electricians responsibility.  He waited on-site for over 2 hours to ensure it was in proper working order. We have scheduled a courtesy call for Friday July 21, 2023, to inspect the unit. I provided the customer my direct phone number for her to contact me directly with any future issues.  I learned the communication issues the customer was experiencing were with our after-hours answering service, I will be working with them directly to help better them communicate expectations to our customers. 

  ***************************, Service Manager

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid a heating and air company to come out and look at the unit. They indicated that we should contact Villara as they are the ones to install these units in the houses for this builder. Instead of using a full copper piece they used one part copper one part aluminum to cut cost and it would be better to contact them to see if they could fix. Called Villara and explained this to the rep, she indicated that it would cost $99 to get a tech out to diagnose the situation. The tech comes out to tell us that we have a leak, he doesnt know where the leak is coming from, but we can pay $3200 to find the leak then it would cost another $3k plus to fix the leak once they have found out where the leak is. If I told you that I have a leak already and then I pay $99 for some one to come out to tell me I have a leak and they dont know where its coming from how can your company charge $99 as a tech diagnostic when they didnt diagnose anything as in my initial call I indicated that I already was made aware that there was a leak.

  

  Business Response

  Date: 06/14/2023

  The customer had called in stating there was a leak on her system and the company they had out advised that it should be under warranty.As customer was out of their labor warranty period, they were told there would be a $99 service fee to come out and access the problem, also that if we were found to be at fault, we would cover the cost of the repair and waive the service fee. The homeowner agreed to the charge.
  
  Upon arrival, ************** was advised by the homeowner that they were told by another company that there was a leak on the system. The technician told the homeowner he would perform a preliminary leak search to determine if it was on any of the areas that we would take care of at no charge. ************** proceeded to do his investigation and found that the system was froze over. Which in most cases does indicate a leak. ************** was unable to locate a leak on the areas that would be warranted by Villaras workmanship policy. At that point, the technician wrote up an options list consisting of one for $2,514.00 which was itemized to include an advanced leak search, as the location of the leak was not apparent and locating refrigerant leaks can be extremely difficult and time consuming. The option also included the cost of refrigerant recovery and evacuation once the leak was found. The last part of the option included the cost of a small coil repair, (as this is typically where the leak is located),then the cost of refrigerant. There was 2nd option for $3248, it included all the things from option 1 in addition to a deep cleaning of the condenser coil (as it was found to be dirty) as well as a Compressor saver that would help prolong the life of the compressor.
  
  It is unfortunate that there appears to have been a failure to effectively describe the details of the potential options.  We have investigated the matter and spoken to ************** about the matter we will do our best to prevent these issues in the future, as we continue to live by out 100% satisfaction customer guarantee.  We are willing to waive the service fee, plan to have our Service Manager follow up with the customer to review the options with them.
  
  
  Best regards, 
  *********************
  Director of Residential Service
  Villara Building Systems
  ************ (cell)
  *********************************
  

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Villara Building Systems was hired by ******, the clowns who built my house three years ago, to install the **** system. I have had one problem after another with this brand new house, involving poorly installed toilets, flooring, shower doors, access doors, and other items. But the real topper is the **** system. I have had to have problems fixed FOUR times when the system quit on each of those occasions. This last one cost me $1500.00 today (December 1, 2022), even though the parts were UNDER WARRANTY! Villara installed an **** system their tech just told me might have been wrecked by something as simple as spider or other bug getting into the OUTDOOR A/C unit and causing a spark that travels to the unit in the attic and causes the control panel to basically blow out, causing $1500 in damage. If this were ************* it would be hilarious. Previous to this, the tech told me that the reason my system quit is because it was installed wrong. Prior to that, the tech told me that the A/C unit had almost NO COOLANT in it, apparently because of a leak; he said he had never seen a unit that was in such a condition. I find it ridiculous that a brand new house has experienced so many problems in just over three years. The whole reason I bought a new house was to AVOID expensive repairs, but this house has been a nightmare. No wonder Lennar only warrants their homes for one year. And the same goes for Villara. I want to be reimbursed for the costs I have incurred to fix problems that should never happen in a brand new house. I would have liked to bring this the attention of both ****** and Villara, but ****** has no "complaint" option when you ****** them, and Villara's message system does not work and has not worked for months!

  

  Business Response

  Date: 12/09/2022

  After reading about the issues you are having with your new home I would like to be one of the contractors to help rebuild your trust in Lennar Homes and the Villara Corporation. We take our services and our customer complaints very seriously. Although I do not see a clear path from the electrical short in your outdoor unit to an install issue, after talking to the ***************** team, I would like to step up and make things right with you.  I have left messages on your phone and will be copying you on this email, along with the customer service team at Lennar Homes.  Monday December 12, 2022 I will be mailing you a check a full reimbursement for the two service calls we performed in your home to replace the blower motor and circuit board.  Please feel free to call me personally to discuss this, but there is nothing further required of you to receive the reimbursement. I apologize for any inconveniences we may have caused you. 

  
  I feel it is necessary to respond to your comment  Villara's message system does not work and has not worked for months!.  I will look into this,  this is new information to me as I receive messages from both contractors and customer daily.  I will contact the phone service and see what can be done to improve our system
  
  ***********************

  Executive Vice President

  Villara Building Systems

   

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 3, 2022, plumbing contractors from Villara Corporation, contracted by the builder of our home, ***********************, were at our newly built home located at ********************************************** to repair a clogged toilet that was clogged since the day we took ownership, despite not using. While I was downstairs, the plumbers were working directly above the dining area to clear the blockage of the toilet. They very obviously spilled the contents of the toilet they removed from the ****** into the cavity between the floor and ceiling of the dining area directly under where they were working. They refused to admit that's what happened, but upon the builder cutting the ceiling open a week later to determine if a leak was present that would have caused the water to come through, there was zero evidence of a leak and it became obvious that the plumbers spilled the water. The water came through the dining light fixture which the builder agreed to replace and did so, a month later. By replacing this light, they admitted to repairing damaged property. However, the water that came through, spilled all over our recently purchased antique dining table, ruining the protective finish and causing cosmetic damage. We obtained a quote from a local furniture repair company of $1,100 and forwarded it to the builder for them to agree to reimburse through their hired contractor, Villara Corporation. They refused to reimburse and claimed Villara should be held liable. They refuse to accept responsibility and we are left with a damaged table and no recourse. Villara's contractors are incompetent, negligent, and dishonest. Anyone who hires them should be aware. They are

  

  Business Response

  Date: 10/28/2022

  Villara takes pride in providing best in class service and support.  We are also committed to making things right when unusual challenges arise.  Our Director of ******************* will be contacting the customer to address this concern.