ComplaintsforSignature Properties

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently bought *************************************************************************************. The model lot # is 184.Unfortunately, we are having major issues with our backyard. I have reached out to several people, but cant seem to get an adequate response. There were clearly mistakes/issues with the grading and piping. There is water in the backyard and it has nowhere to go (please see photos). In addition to not having a functioning backyard, Im afraid the puddles will soon cause mold. They are already attracting mosquitoes. The backyard fence is also loose and parts of the backyard concrete are already turning black and botchy (photo below). Id like to get someone out here to resolve these issues asap.I've had contractors come out. Here is one bid. I'm attaching two others.***************************** Concrete Lic#******* ******************************************** ************ Back patio 30x8 1. We are going to do demolition on existing concrete and remove debris from demolition We are going to excavate and bring base rock to compact the area to reinforce we are going to use rebar #3 12 *********** mix to use 6 sac blend mix finish to be brush finish $8900 2. French drain around the house requesting by owner We are going to excavate 12x18 and install 4perforated drain pipe and back fill with 3/4 drain rock price to install new French drain $13,500

  Business response

  06/12/2023

  Subject:Response to BBB Complaint ID ********
  
  Dear Better Business Bureau,
  
  I hope this letter finds you well. I am writing in response to the BBB complaint filed by ****************** against our company, Signature Homes, regarding backyard drainage. After thoroughly investigating the matter and engaging a neutral third party, we have found the complaint to be unsubstantiated. Allow me to provide a detailed explanation of our investigation and the findings:
  
  Investigation Process:
  We take customer concerns seriously and conducted a comprehensive investigation to ensure a fair and unbiased assessment of the situation. Our investigation process involved:
  
  Reviewing all relevant documentation, including any communication between the complainant and our company.
  Gathering statements and evidence from involved parties.
  Collecting additional information from other relevant sources, such as customer records, transaction details, and any applicable policies or agreements.
  Third-Party Involvement: In an effort to maintain objectivity and transparency, we engaged a respected third-party Aftershock Geotechnical. The third party's expertise in Geotechnical engineering allowed for an         independent and impartial assessment of the complaint. We provided them with all the necessary information, including the complainant's statement and any supporting evidence.
  
  Findings:
  Based on our investigation and the third party's assessment, we have determined that the complaint lacks sufficient evidence to substantiate the allegations made by *****************. Our findings indicate:
  The home referenced in the complaint was one of our model homes which opened on February 9th, 2019. The homeowner took occupancy of the home on January 13th,2022. While this home was used as a model home for the 2yrs and 11 months prior to occupancy there was never an issue with rear yard drainage. The homeowner sent in a request on March 1st, 2022, for a leak at a tree bubbler. The leaky bubbler was fixed on March 2nd, 2022. The homeowner also complained of standing water in the rear yard and during Signature Homes initial inspection of the rear yard, we found the homeowner removed most of the plants and bushes. The irrigation was never shut off where the vegetation was removed causing the hole left in the soli from the roots to fill with water. We, Signature Homes, had our landscaper, PJM Landscaping, shut off the irrigation and cap the ends of the irrigation as a courtesy to the homeowner. The homeowner installed many pots through out the rear yard and planted their own plants and trees. The location of the pots impeded the water flow to the various area drains around the yard. The new plants were also being over watered by hand. After many conversations with the homeowner explaining the situation, Signature Homes made the decision to hire a 3rd party geo technical engineer to observe the rear yard and provide a written report to the homeowner. The *** document is 11MB and too large to attach. Would it be possible to email this report to you? 
  
  Resolution Efforts:
  Despite the unsubstantiated nature of the complaint, we value our customers and aim to provide exceptional service. We want to assure the BBB and the complainant that we have taken this matter seriously. Although the complaint did not merit a specific resolution, we have reached out to ****************** to address their concerns, provide clarifications, and offer any necessary assistance going forward.
  
  Commitment to ************************************* remains dedicated to maintaining high standards of customer satisfaction. We will continue to work diligently to resolve any legitimate concerns that *** arise and improve our processes where necessary. We appreciate the BBB's role in fostering transparency and accountability in business practices, and we will strive to address any future complaints promptly and professionally.
  
  Please consider this response as our formal position on the matter. If there are any additional details or documentation you require, please do not hesitate to contact me directly at ****************** or ************.
  
  Thank you for your attention to this matter, and we appreciate your continued support in facilitating fair resolutions between businesses and consumers.
  
  Sincerely,
  
  *******************
  Warranty Manager
  Signature Homes

  Customer response

  06/17/2023

   
  Complaint: 17214466
  
  I am rejecting this response because: the issue has not been resolved. 

  It has been extremely difficult to get anyone from Signature to come out to assess the backyard. When someone did finally come out, they did not do a thorough job. One person came out and put pebbles in the drains where the water is supposed to go. He said he thought that would help, but it didn't.

  I've had five different licensed contractors come out to assess the backyard and they said I need a french drain so the rain water would be distributed evenly. They also need to regrade the backyard. I've sent all of the estimates with details of the work that is needed. The contractors have also told me that sooner or later, I will have mold in the walls and may be coming through the sheet rock! 

  If and when I sell my home, I'll have to tell the real estate agent about the backyard problems. The agent will most likely hire a contractor to assess. I will then have to drop the price  and potential buyers may not want the house because of the backyard damage. 

  I have horrible headaches and this situation has made it worse.

  They blame me for this issue because I put planters in the backyard, but I had no choice because the yard is not graded properly.

  The photos I sent were taken before I added anything to the backyard. Ive only put in one apple tree on the left side where there is not a problem. Everything else is in a pot because of this issue. I tried to put a rose tree by my window, where there is water, and it died.

  Unfortunately, late responses have become a pattern with Signature. 

  It took me six months to get a new fan in the front bathroom because it did not work.

  It took one year to get the cabinets repainted because they were over sprayed!

  I spent a year and a half trying to get a toilet fixed (slow flush). I was told that's the way it worked. It was taken care of after I reached out to the manufacturer. They gave me the number of the rep who sold the toilets to Signature. After one phone call, it was taken care of and a plumber came out to install a new toilet, which works perfectly.

  After paying $860,000 for my home, all I am asking for is fair treatment and customer service. The problems with the backyard are unacceptable and should not be my responsibility.

  I am satisfied with the improvements that have happened thus far, but the backyard is the most important because water travels.

  Im glad that they finally responded. Please implement the fixes required to grade the backyard properly. 

  I am not upset with the on the ground employees who have tried to help. They have done the best they can.

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

  Business response

  06/22/2023

  The photos the homeowner sent in show where she removed plants and left a hole in the ground. in each photo you see an irrigation drip, these drips were left on filling each hole with water. Signature Homes went back as a courtesy and capped and removed irrigation for her. Signature homes also added gravel at one area drain to help the water flow into the drain. I have attached a letter from a 3rd party soils engineer along with photos showing planters throughout the yard blocking water flow. 

  Customer response

  06/23/2023

   
  Complaint: 17214466
  
  I am rejecting this response because: When we moved in, the grasses were dead because they were soaked in water. This had nothing to do with what I added to the backyard. I added planters because I could not put plants or trees in the ground because it was too wet. 

  Again, I have sent over several bids from professional contractors who say the backyard is not graded properly. They all recommended putting in a french drain or a pump to remove the water (see previous attachments). Obviously, I had nothing to do with this. It was like this when we moved in. I immediately contacted Signature and now they are blaming me for putting in planters. I had no choice because the ground was soaked. 

  BBB, can you choose a contractor and have them come out to assess? This needs to get rectified asap. I have waited too long. This is causing stress and headaches that are not necessary. As I stated in my last letter, my other main concern is that this is going to result in mold, according to contractors. 

  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. ↩