Complaints

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:05/09/2024

  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.

  We purchased our home from Aspen View Homes on November 29, 2023. The title company was View Homes Title LLC. Our issue is with the taxes assessed at closing being incorrect. At the time of closing the company gave us credit for taxes for 2023 of $126.16 for the time from Jan 1, 2023 thru Nov 29, 2023. We have since received notification from ************** that the actual amount of the 2023 taxes was $5,082.01. This number would have been avail to the builder as of May 1, 2023, so the title company did not perform its correct due diligence in November 2023 to give us appropriate credit for the taxes due. We have contacted both the title company and Aspen View Homes and they are researching, but stand by the fact that we signed the closing documents so we are responsible. They are not admitting to their closing documents being false, or any wrong doing on their part. Aspen View homes owes us for 11 months of taxes for 2023, less the credit of $126.16 they did give us at closing, which is $4,532.35. This is what should have been dealt with at closing but the title company did not complete the proper process to this property sale. Thank you

  

  Business Response

  Date: 05/22/2024

  Our title company, View Title, is looking into this as they are the ones who handle this portion of the transaction. 

• Initial Complaint

  Date:01/29/2024

  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.

  My dryer stopped working so I called a repairman to come look at my dryer. He looked at the dryer and said that I was only getting half of the voltage to the dryer. After he left I called my warranty company with Aspen View and told them I was having an electrical problem. They sent an electrician to look at everything on January 10; he said that the inside of the outlet had melted and the fuse tripped to prevent a fire. I asked Aspen View to reimburse me the $170 i paid the repair person because nothing was wrong with my dryer. They replied that they won't reimburse mt because I didn't call them first. But why would I call a home warranty company for my dryer? The home was completed October 2022. I would not assume that I would have electrical issues so soon.

  

  Business Response

  Date: 02/02/2024

  In reviewing the file it appears that the electrical issue was resolved. While we know it can be difficult to diagnose an issue, and its root cause, reimbursement is not a normal practice as it sets a very difficult precedent to manage. We cannot control what vendors customers may decide to use, which all may have varying rates. In this case, we will have a member of our customer care team reach out to our guest and see if there is middle ground that can be reached.

• Initial Complaint

  Date:09/14/2023

  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 bought a house from Aspen view homes in **************** on 08/31. In the month that we have had the house, it has started to fall apart. They refuse to fix any of the things we have filed warranty requests about, nor does anyone respond. They refuse to fix parts of the house that were unpainted or where they drywall wasnt even finished being put up, stating that its only cosmetic, even though we have actual holes in our walls. The floor is coming apart and is detaching and they refuse to fix it unless its 3 inches or more even though it was done wrong and is quite literally coming apart. The floor doesnt even go to the walls and they refuse to fix the gaps because once again its cosmetic. Our house also flooded due to their mess up inside and outside and now our power is out in half of the house and we cant get a hold of a single person, nor has anyone called us back. They left blue tape up all around the house on things they were supposed to fix, yet no one ever came to fix them. We have huge gashes in our cabinets from the construction crew that they just tried to paint over and also refuse to fix. Our baseboards were painted with dirt on them and they never came back to fix them, our garage was installed with dents and unpainted. I could go on and on. Im writing this in hopes of making others aware and hoping that aspen view will do the right thing

  

  Business Response

  Date: 09/18/2023

  I am writing in response to the recent inquiry filed by Mr.and ********************* regarding their recent home purchase with Aspen View Homes.We take all customer feedback seriously and would like to provide a response to address their concerns.
  

  Regarding the warranty request submitted by Mr. and ********************, our standard procedure involves conducting a Closing Walk, during which homeowners verify that all items discussed during the orientation walk have been completed to their satisfaction. For Mr. and ************************* address,we received confirmation that all items were successfully addressed, as documented in our records.
  However, we acknowledge that after the closing, certain issues surfaced, and we understand the frustration this may have caused. Our top priority is to resolve these concerns promptly and effectively.
  

  Upon receiving their warranty request, we dispatched our customer care representative to inspect the reported issues in their home. As a result, we generated a ticket for various repairs to include some items that were deemed cosmetic and would not necessarily fall under warrantable items. We are actively working to coordinate these repairs with our trades and Mr. and ********************* to ensure their satisfaction.
  We regret the lack of clarity or consistency in our communication throughout this process. Feedback from our homeowners is essential to our continuous improvement efforts.
  

  Please be assured that we are fully dedicated to resolving any warrantable issues to the satisfaction of Mr. and *********************.  
  Once again, thank you for bringing this matter to our attention, and we appreciate your efforts in facilitating communication between our company and Mr. and **********************

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20606573
  
  I am rejecting this response because:

  This is false. We have heard absolutely nothing back about any of the tickets we have submitted recently. ***** has been awesome and the only one to respond about anything. The sales team, Aspen view homes and everyone else we have contacted have failed to respond to us. We have not heard back about any of the tickets. And the things that were repaired were not actually repaired. They were covered up and now resurfacing.  A floor coming apart is not cosmetic. Electrify going out is not cosmetic. Flooding is not cosmetic. Holes in the cabinets from the builders is not domestic. Warping baseboards in the living room are not cosmetic. Pizza sauce from the builders all over our stairs and being told they would not fix the stains is unacceptable. Floors not connecting to the walls is not cosmetic. Dry wall not even being finished a bathroom is not cosmetic. Our door not sealing all the way is not cosmetic. Being lied to at our blue tap walkthrough is unacceptable, being told to sign off on something and that they will still come and fix it is unacceptable. The standard of an Aspen view home is disgusting. Our house was built so poorly and you can see it the second you walk in. Aspen view not taking accountability for their poorly done work is disgusting. Im half a million dollars in debt for a house thats falling apart already. *** contacted everyone who is a part of Aspen view homes to get our 30 day walkthrough completed and not one single person has responded. And until our house is fix, Im going to continue to let everyone know about how poorly Aspen view builds their houses and how poorly they treat the people they sell their houses too. 
  
  Sincerely,
  
  ****** And *********************************

  

  Business Response

  Date: 09/19/2023

  Our customer care representative, whom the homeowner has had interaction with, is assigned to this community and is the individual who performed the initial assessment of the warranty claims. We have warranty tickets generated in our system with several items that we acknowledge and are actively working to address with the homeowner. At this time we are working on scheduling trades for the work that has been identified as warrantable. 

• Initial Complaint

  Date:06/19/2023

  Type:Sales and Advertising 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.

  View Homes, the home is faulty and not worth all of the headaches. View home lied about fixing many of the items on the blue tape walk-through. I can prove that they did not comply. The representative for View Homes stated did not need to repair items on my home inspection report. Actually stated the construction team never cared to see it. None of the items on my third-party inspection were completed. I was told in writing they did items, yet they had no paper trail. I had my inspector come back out and he proved to me that there was nothing done. Since then, Ive also had cracking walls, cracking ceiling, sticking doors, messed up paint, and touch *** that shouldve been done prior to Close. The amount of blue tape Im finding in the home is a joke. They only allowed me 20 minutes to complete the final walk-through. They had me sign off, promising to do fixes after through warranty. Also told if I didnt close, they would keep my ******* money so I had to close. I have had several Floods, Builder forgot to run the water, because the shower pan in the master leaked into the basement bathroom. (loss of use 5 weeks) On top of that they blame regional building. View homes is at fault for that too. A void under patio, Internet line struck, AC and furnace issues. I had 2 engineers come out and find foundation issues.Internet line is above ground 2 1/2 months later. Which means I cant use any of the smart home features either. Loss of use of this home has been a disaster with 7 people. Theyve only completed very minor fixes. Anything that of a must fix is sitting for weeks or months on end. This is a house with special needs children. It is exhausting This builder has every opportunity to step up and do the right thing, but does not . *************** over here has been great. Dont you think homebuyers in a new neighborhood talk? *************** has gone out of the way for their owners. Its shameful, my autistic child was peeing in yard as we had loss of use in 2 bathrooms

  

  Business Response

  Date: 06/22/2023

  At Aspen View, we take pride in our homes and the established procedures we have in place. Regarding the specific case of ********************, we possess a signed orientation sheet that demonstrates the completion of all necessary tasks during the closing walk. Any outstanding items that require attention would have been documented as carry-over items, but in this instance, there were none.
  As stated in our contractual agreement, we are not obligated to address any issues raised in third-party inspection reports. However, as a gesture of goodwill, we typically review the listed items and address those that fall within our warranty coverage or deviate from our standard model home build quality.

  In regard to some of the larger claims, It is important to note that we currently do not have any engineer reports indicating foundation issues. We did receive a warranty ticket for a shower drain leak, which we promptly rectified.
  Throughout this process, we have maintained ongoing communication with ********************, addressing her concerns and providing guidance on matters that fall under the realm of homeowner maintenance rather than warrantable items. We are committed to working diligently with her to ensure her satisfaction and understanding of the situation.

  Customer Answer

  Date: 06/26/2023

   

   

  Im unable to respond to the Better Business Bureau complaint in regards to the View Homes statement they gave. 

   

  1.  My response-   I did give View Homes notice foundation inspection reports on 5/25/3023 emailed Talawnna at view homes (and even earlier to their rep *********************************************************** Im not able to upload any type of documentation in there View Homes Warranty ticket system any nore. I did have to emailt multipal people.

   

  3. In terms of my third-party inspection I was within my rights to have one done prior to closing on the home. I submitted the findings via email to ***** with View Homes and was told theyll get this over the team to fix the items. if there was any disputed items, I shouldve been notified prior to closing, and had the right to negotiate or to walk away from the deal within the deadlines provided of the contract.

   

  4. they took that right from me, creating a fraudulent situation. if no items were going to be done, I had a legal right to walk away from the home within deadlines provided and receive my ******* money back.

   

  5. View Homes misrepresented themselves. My home Inspector came back out and caught the items not done, after view homes told me they were done.

   

  6. There are additional items where they are limiting repairs prior to close. Then put them into the warranty side after close without my knowledge.

  then anything they didnt do correctly on the blue tape repairs that has failed. Theyre now saying its homeowner maintenance. Thats ridiculous. Thats absurdity and wrong. Its a violation of everything they should stand for with integrity. I pick them for their integrity.

  

   

  

   

   

   

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  Complaint: 20203925
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/29/2023

  In continuation of this matter, a subsequent meeting has been conducted to determine the outstanding repair items, determine the items that will be addressed as a gesture of goodwill, and delineate the items that are the responsibility of the homeowner for maintenance purposes. Aspen View Homes is committed to earnestly striving for customer satisfaction while offering guidance regarding matters that are beyond the scope of the warranty.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20203925
  
  I am rejecting this response: until the items have been completed that we agreed upon. As they left some items off the list. Those items were agreed to be done at the meeting. 

  It is correct there was a meeting and it was a positive step forward.  

  However, towards the end there was an incident that made me extremely uncomfortable.  Im not OK with what was accused and Im waiting on an apology. 

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

• Initial Complaint

  Date:03/01/2023

  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.

  I have lived in my ******** days now from view homes and have had major issues, and the customer service manager ******* and ****** the warrant manager. Don't care to fix my issues, still have my master shower / bathroom I cant use since the second day I moves in. My havc system has been looked at 5 times, went out in the coldest nights. still have creeks on the floor, all theses issue were brought up during both inspection walks, and I was promised by ******* they everything was fixed. but it was not. still have the same issues and no seems to care to still fix them 39 days later, and some work has been done but its bad work have all pic's and video's and texted between all of them. And yet no one cares to fix them. trying to find someone at the cooperate but unable to find any one. I regret buying this house service after the sale is horrible and I have been left abandon after they took my money. Going to talk to a lawyer and the local news tomorrow. I will everyone that will listen to not buy a home from you.

  

  Business Response

  Date: 03/03/2023

  This complaint was filed against the incorrect division as this is a View Homes, *********** home.  However, I had forward this complaint to the Division President to be addressed. 

   

   Both our ************* Manager and Director of Construction have met and resolved all customer complaints to their satisfaction.  

• Initial Complaint

  Date:08/01/2022

  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.

  We purchased our home 27 August 2021 from Aspen View Homes. Our basement has now flooded 3 times since the initial construction of the home and the builder refuses to fix the grading of the property to route water away from our home. We are currently still under warranty.

  

  Business Response

  Date: 08/03/2022

  Please see attached for response.

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17645479
  
  I am rejecting this response because: Aspen View has not inspected the damage. They sent an automated response rejecting the warranty request saying that flooding is an act of god and not their responsibility. The house flooded prior to our purchase and they said that they took measures to fix the problem. It is obvious that their efforts (or lack there of) were not effective. I have not altered the grading or slope in any way. This is an attempt to not honor their written warranty and if this cannot be resolved, then we will go to litigation.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/08/2022

  As previously stated, Aspen View Homes states in numerous documents, all of which were signed by the homeowner that drainage and swells are not warrantied.  In regards to the reference of challenges that were experienced prior to the purchase of the home, this specific concern occurred during the building stages of their home.  Meaning at that time, the lot and grading were incomplete.  During the timeframe the loss that ******************** is referring as a drainage concern, there were publicized flash flood warnings, indicating that there will be a significant rain event, this is also identified as a non-warrantable claim.

   

   

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17645479
  
  I am rejecting this response because this will be a reoccurring event because of a substandard product that Aspen View has deemed acceptable. It would appear that they have zero interest in resolving this issue. It would seem that litigation is the only solution moving forward. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/12/2022

  I can only respond to the rejection with the facts previously stated.  The original complaint states, the builder refuses to fix the grading of the property to route water away from the home. We are currently still under warranty. Following the closing of the property, it states the builder is not responsible to maintain grading or swells due to the maintenance required by a homeowner to ensure the drainage and swells are honored, to include the homeowner closed with no back yard landscaping as it was not an option selected and therefore installed their own landscaping which again would have an impact on the drainage for their lot.  This is documented on various documents signed by the homeowner.  Aspen View Homes did not design the drainage plan for the community.  The drainage plan is designed and submitted to ***** to be reviewed and approved by the developer of the community.  In addition to the documentation supporting that upon closing drainage will be homeowner responsibility it clearly states rain events such as was experienced is not a warrantable claim again, supported by documentation signed by the homeowner.