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:09/17/2023

  Type:Order 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 just recently got out of the military and went through these idiots to buy a home for me and my family and regret it. First, they were supposed to start our build in June, but because they screwed up on our permits and our contract, they had to redo everything, and blamed fountain for they srew up. On top of that, other houses we finished long before ours even started. To add insult to disgusting, their lender pulled some illegal craziness and lied on ours contract about how much i was making while on active, which caused us to not get the house. And now they listed our house for much less than what they sold to us without our consent even though we are still under contract. Everyone of my veterans including my family don't deserve to be treated so poorly by morons like them. We put up with enough and sacrificed plenty to have to deal with that! I am going to report them to congress, the VA, and I'm going to make sure that none of my brothers and sisters that served and are still serving ever purchase a house through them. I will send them every builder in fountain except for them!

  

  Business Response

  Date: 09/19/2023

  I want to express my sincere apologies for the inconvenience you encountered during your interaction with our company. Your feedback is incredibly valuable to us, and we take your concerns seriously. I understand that you had a less-than-ideal experience, and I assure you that we are committed to addressing this issue promptly. We are currently investigating the details of your complaint to determine the root cause and prevent such occurrences in the future.

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20618145
  
  I am rejecting this response because: I made it abundantly clear when we purchased the house that this is for my family and we have no other place to go! They delayed us time and time again, and when I went to their main office, they gave me the same generic speach that they typed up and put on auto response! And to add to that, they gave us false hope by fabricating our loan paperwork! No! They caused immense damage to me and my family and they need to fix that. I'm not taking some simple apology. They speak about honor when I confronted them about the permits, I am a man of honor and integrity, especially, again! For all the sacrifices that my family and I have made for them sit in their comfy houses and offices, this needs to be fixed.
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 09/26/2023

  We completed a thorough investigation into this situation and discovered that our sales associate inadvertently sold a to-be-built home with a front elevation that did not meet the city of Fountains plan repeat restrictions. To comply with this requirement, we did a new contract with this buyer and gave them an upgraded elevation at no additional charge.  Fiurthermore, additional incentives were given to the buyer for an upgraded front door and garage door windows at no additional charge.  Construction of this home was delayed due to permitting delays along with weather delays, due to historic levels of rain in the month of June and early July.  

  The purchase agreement was cancelled based on the terms & conditions of the contract and the buyers inability to get approved for a loan from a lender.  In addition, it was discovered that the buyers used inappropriate language and made threatening comments during communications with our employees.  We believe that all customers and employees should be treated with courtesy and respect, and we have a zero-tolerance policy for profanity and threats.  We want to emphasize that we have a commitment to the safety and well-being of our employees, and we cannot condone or tolerate any behavior that compromises their security.  It is essential for us to maintain a positive and respectful atmosphere in all our interactions.

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20618145
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************

  First of all, I did not make any threats to anyone! And if they are willing to continue to lie on me and ***** my name then I most definitely want nothing to do with these idiots! If me being passionate about getting what we deserve and the well being of my means that I'm threatening people then so be it! But I can assure you that I made no such threats. But its ok because the world knows about what they did and my VA ********* and congress knows so its ok. 

• Initial Complaint

  Date:04/28/2023

  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.

  The worksmanship of my house has been poor from the beginning. I serve in the military and my realtor did the walk through. When I came to my house I noticed all of the poor building materials used, painting over debris on all trim, paint on the wood floor and pencil marks, etc. I have had several issues with my master shower plumbing. They came out probably 6 times to diagnose what what wrong and what caused the rotten egg smell but still nothing has been done about it. *** had several no shows or expectations that I can take off work at a moments notice to have someone take a look. Its hard to tell work that someone needs to come a 7th time to figure out the situation with my shower. I had to cancel the last appointment because work cant accommodate me always being gone when the issue shouldnt be on going. The smell comes and goes and its unsettling. The grout in my bathroom has been subpar work. They said because I chose the color snow, it isnt pure white and the fact that its yellow is just the color. I find it hard to believe. I did my color section virtually as I was out of the country because of my duty station and told the worker I wanted white grout so assumed she knew what she was talking about. The company took the time to paint it white one bathroom looks even worse because I believe the worker did a poor job out of spite. He continued to call me a liar in my own house, blasted his music after I asked him to turn it down, and was truly very rude. I said I did not feel comfortable with him in my house and they continued to send him. My front door is hardly used because of I usually use the garage and I've recently used the front door. It's falling off the hinges and is separating from the hardware and the warranty department told me it's past its 1 year warranty. It's hard to believe I have to worry about my front door falling off so now I can't use it because I don't know how to fix it. For being a new house, I have to DIY all the poor work.

  

  Business Response

  Date: 04/29/2023

  Thank you for bringing these concerns to our attention. We appreciate that you purchased one of our homes and will have our director of construction and warranty contact you to schedule a time for a home visit to assess each item. Please know that we are committed to working with you to correct any and all warrantable items in your home. 

• Initial Complaint

  Date:02/06/2023

  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.

  Since we have moved in to our home, April 2021, we have had nothing but plumbing issues. Our upstairs toilets will clog for no apparent reason and we have had to call out a plumber to try and fix it. At one point, it got so bad that the drain had backed up enough that it overflowed from our furnace drain and poured down in to the subfloor and then drained out of kitchen light fixture. We were able to get a plumber out and he put a camera down the drain and found out that there is no pitch. The drain pipe is actually level, 0 degree pitch. This is why our drain keeps backing up, and causes us to not use our toilets on our second floor.We have been attempting to get ahold of the director of warranties but have been ignored, and no one has reached out to us. We have documentation from the plumber showing the pitch is actually 0, and that the drains werent even seated correctly. The county inspection report shows that there were other drains that didnt have the correct pitch so it leads me to believe this was missed.

  

  Business Response

  Date: 02/28/2023

  Thank you for bringing this issue to our attention. A member of our warranty team will be contacting you to assess the situation and determine next steps in resolving your concern. We appreciate that you are part of the Challenger Homes family and look forward to resolving this matter in an expeditious manner.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19335602
  
  I am rejecting this response because: I have already been in contact with someone from warranty, and no resolution has come from that. This is something that needs to be resolved. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/02/2023

  ********************** is not the original homeowner. The original owner of this home closed on 6/2019 and was resold to *********************** in 4/2021.  The original warranty on this home was not a transferable from the original purchaser so no is no longer valid or applicable to the current homeowner.  Furthermore, we have no record of having any backup issues at this house during the time the original homeowner owned the home.
  
  There are pictures from the Regional Building Department Website regarding the building permit for this house Permit #L88573. The original plumbing top out inspection (***) stated "... Strap DWV to code throughout main level, Re-grade trap 2" waste to laundry, and 1-1/2" waste to tub. Re-inspect ALL." The next inspection was recalled, and all corrections were made except for the Re-grade of the trap to the 2" waste line. The inspector marked the pipe, because the plumber was not sure exactly where he was referencing, and the correction to that 2" waste was made, and photos sent to the inspector to verify code compliance and the *** inspection was passed so that we could continue to our building frame inspection and proceed to start drywalling and finishing the home.  
  
  We have reviewed the report from ***** Plumbing that states "sewer line has flat pitch in multiple locations, some hubs are not fully seated on pipe, likely cause of clogs is solid waste losing velocity traveling through the sewer line as pitch decreases to 0 degrees." This is referencing the sewer main in the yard/street to the sewer main.  This would have been inspected for proper fall in installation by Woodland Hills Metro District who is the water/sewer municipality for that community and not by Regional Building Department.  If there was a blockage in the main, the sewer would have backed up into the lowest point in the house first which is the drain in the entry closet that has the water meter in it.

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19335602
  
  I am rejecting this response because:This is referencing the sewer main in the yard/street to the sewer main.  This would have been inspected for proper fall in installation by Woodland Hills Metro District who is the water/sewer municipality for that community and not by Regional Building Department.  If there was a blockage in the main, the sewer would have backed up into the lowest point in the house first which is the drain in the entry closet that has the water meter in it. 
  

  The report from our plumbing does not refer to the main sewer line outside. It is in reference to the drain line in our home in the subflooring. It backed up in the middle of the line which is above our kitchen and the lowest point from there was the drain in our hvac closet. The water then poured from there over in to a hotel where it isnt even sealed correctly and went down in to the subflooring which then drained out of our light fixture in our kitchen. I can see if the plumber has the video from it, but the snake with a gyro on it definitely was not in the main sewer line outside when he noticed the pitch at 0. I have invited the home builder to come out with our plumber at the same time so they could see it first hand, and no response. I have asked to speak to directors, or vice President of warranties to try and resolve this health issue, and no response. Business needs to own the mistake that these pipes were put in with no pitch.

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

• Initial Complaint

  Date:01/30/2023

  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.

  My wife and I purchased our first home which was a brand new build by Challenger in July of 2022.Since then we have had several issues with the home to which Challenger has taken their sweet time in responding to and rectifying. The latest of these is our cold water line freezing twice due to poor insulation in the garage ceiling.They do have someone coming Wednesday of this week to blow more insulation in. However, I doubt that will actually fix the issue.The fact that Challenger has an A+ rating with the BBB baffles me as they have had poor costumer service, which is reflected in the reviews with the BBB, the complaints with BBB and the ****** reviews left over the past several years.That rating is not deserved at all for this company that builds homes on the cheap and sells them for way more than the quality of work that went into them.

  

  Business Response

  Date: 02/03/2023

  We are committed to working with the homeowner to resolve the issue in a satisfactory manner and have escalated it.  A manager from our warranty team will be contacting the homeowner to discuss the next steps.

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18953958
  
  I am rejecting this response because: Challenger's response is to keep having me meet with the director of construction and/or the owner of the company. The last time I met with the owner, who had come out to look at an issue with our back door, which was allowing water to come into our newly built home and his response was for us to invest in a storm door to prevent any further water penetration from the exterior, stating there was nothing more they could do with our rear door.

  A conversation from upper management will not rectify anything, especially when they are about turning out as many homes as possible and cutting corners in order to make a profit. Even talking with their contracted insulation company as to why spray foam insulation is not used for this current issue, his response was because it is expensive. 

   

  Even just waiting on a response from the company takes several times of me reaching out to the company in order to get any sort of response.

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

  

  Business Response

  Date: 02/21/2023

  Our warranty team has been in contact with the homeowner since the first time we were made aware of the issue.  Our VP of Construction offered to meet with the homeowner at their home but was told it was not necessary.  Once our warranty team inspected the problem, a schedule to have the repair made was created and communicated with the homeowners.  On February 3rd, installation was installed along with new drywall.  The homeowner communicated with our team that he was satisfied with the work that had been done.  Furthermore, the President of our company has made multiple attempts to call the homeowner and has left voicemail messages.  At this point, we are unaware of any outstanding items that need to be addressed.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18953958
  
  I am rejecting this response because:

   

  It has taken nearly a month for your "president" to reach out to me. That is just unacceptable. And when I did return his phone call, twice now, I have gotten his voicemail.

   

  The reason for refusal on meeting with your 'higher-**** is that your owner when he last came out, essentially told me there was nothing more they could do for the rear entry door and to invest in a storm door to prevent any more moisture from coming into a brand new home.

   

  In addition to this, here are some of my concerns:

   

  
  My Concerns:
  

  
  First call was for water coming through rear door, which caused the sheet vinyl to bubble at the threshold. Nothing was done and the owner of Challenger essentially said best of luck and to invest in a storm door. This is a brand-new home! Water should not be able to make its way in from the outside, even if it is Wind driven
  
  Ceiling in Kitchen/Dinning room was left unpainted for weeks, even with several contacts made to Area Super who said they would be back a few days later after our closing. They did come back and paint, however they only did one coat and clearly missed spots
  
  Then our cold water line to the kitchen sink and to our master bath toilet has frozen twice due to poor location of the line and inadequate insulation. Yes, insulation was blown in finally to hopefully counteract the sub-freezing temps.
  
  But in all of these instances, I have had to take time off of work in order to be home and almost every time, the initial appointment had to be rescheduled or was delayed, which meant I had to take even more time off.
  
  We do have a running list of issues we have noticed since closing on the home in July of 2022 that will be submitted with our one year warranty, along with whatever an inspector finds.
  
  But the biggest issue is that I have had to take countless hours off of work in order to be home for Challenger only to be stood up a majority of the time.

   

   

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

  

  Business Response

  Date: 02/23/2023

  The president of Challenger Homes has reviewed the homeowner's file, reached out to the homeowner via telephone and discussed an acceptable plan to resolve the back door issue. It was also mutually agreed that the homeowner will copy him on all communications regarding any of the issues mentioned so he can shepherd it through the process. Our construction manager has also been communicating with the homeowner to follow through and ensure complete resolution. An appointment has been set for Monday morning to do an onsite visit at the home to look at the patio door to determine the best course of action. We appreciate the homeowners willingness to work with us and have conveyed to him that we are committed to resolving these issues so he can enjoy his beautiful new home.

  Customer Answer

  Date: 02/23/2023

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

  Customer Answer

  Date: 07/11/2023

  Challenger Homes has failed to correct an apparent construction defect in our home, which was built in early 2022 and we closed on in July of 2022, only to have the issue ongoing since shortly thereafter. Our backdoor has regularly leaked each time we have had any sort of precipitation and Challenger has not rectified it, even though they have attempted several times since August of last year. I have had to take off numerous days since August of *************************************************************** order to attempt a fix to our back door. Each time they have attempted a fix, it has failed and water continues to penetrate the interior of our home. This is even of more concern as the water continues to be soaked up by the drywall, molding, framing and insulation allowing for untold and copious amounts of microbial growth which has not been inspected nor treated, as the response each time from Challenger is that they want to wait and see if the new "fix" will resolve the issue before anything else is done. My wife and I are expecting our first and cannot have this issue on going any longer nor can we afford to take any more time off for Challenger to fail yet again in their possible "fix"

  

  Business Response

  Date: 07/24/2023

  We have been in communication with ************ and members from our management team have met with him and agreed to the following: replace the back door, check all siding on the back of the house for flashing to verify it was installed correctly, a 3x3 concrete pad was installed and it should have been a 6x6 pad we agreed to take out the 3x3 and install a 16x7 concrete patio, the homeowners are installing a storm door and we are reimbursing.  We are committed to completing their year-end list and will continue to coordinate those efforts with ************. We are appreciate ************ and his willingness to work with us to resolve these warranty issues.
  

  Customer Answer

  Date: 07/25/2023

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

• Initial Complaint

  Date:11/14/2022

  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 my house in 2019 and I have had a lot of problems with it since. Recently My heater started acting up, making weird noises and shutting off randomly. I called ******* heating and air to have them come look out and come look at my heater. I had to pay them $120 to look at my heater and tell me what the issue was. The guy came out on 9 Nov 2022 and he informed me that "The rise on the horizontal portion of the pipe is sagging, therefore it isn't letting the water properly drain like it's supposed to. That is not only causing the furnace to shut off but to make noises in the exhaust pipe." He also stated shouldn't have passed inspection and that it isn't up to code. He informed me that I should call the builders because they should be responsible for fixing the issue since my house in only 3 years old and it shouldn't have even passed inspection in the first place they should be responsible for fixing it. I called challenger warranty company and explained the issue. They told me that it was impossible and that they are not sure of the company I used but they recommend I use their company who installed it in the first place to come look at it, but they couldn't cover it because it was out of warranty. I explained to him that it should have never passed inspection and that it wasn't up to code and challenger should be responsible for fixing it. He told me that "houses settle" PVC pipes DO NOT settle and start sagging in 3 years in a HVAC system. Challenger refused to help me and refused to even listen to my concerns that should not have even been an issue in the first place. My HVAC system is not up to code and should have never passed inspection.

  

  Business Response

  Date: 11/14/2022

  Thank you for bringing this issue to our attention. Our warranty and construction teams will look into it further and a representative will contact you within 48 hrs.

  Customer Answer

  Date: 11/15/2022

   
  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

  Date:10/24/2022

  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 purchase a home with Challenger Homes , we been living there for 7 years, during the Spring Break 2022, we were cleaning the windows outside , to find out that above the 3 garage window were growing Mushrooms around the frame, we call our home insurance and they said this is a structural issue and bad frame work, so we contact the warranty department , initially they indicated that the problem was covered under the 10 year warranty so they send one of there employees to check the window, and after many callings and leaving messages finally we go a response saying sorry is your fault , this is a maintenance issue, well we have contracted 3 different companys to fix the problem but they decline to fix it because they said that is a builder problem that they need to fix it, we have all the itemized invoices and explanations from all companies. We have spoke with a lawyer also, she advice to send a formal letter with all the paperwork to see what happened, but we need to write this to ask for more help to resolve this matter. We have more evidence if need it .

  

  Business Response

  Date: 10/25/2022

  Thank you for bringing this issue to our attention. We will address your problem with our warranty and construction departments to determine the next steps in resolving it. You will be receiving a call from our warranty manager to discuss the situation further.

• Initial Complaint

  Date:09/14/2022

  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.

  Purchased a house in 2021, since then challenger has been absolutely useless in the warranty claims department. Streets and yards began to sink uncontrollably, they came back through and repaved the streets and sidewalks. Front lawn has been destroyed for over a year now and its almost frost time again so itll go another winter at least. All the other houses in the neighborhood have been fixed except for mine despite repeated and consistent email reminders and warranty claim requests.

  

  Business Response

  Date: 09/14/2022

  Thank you for bringing this to my attention. I will look into the issue and respond with an action plan to resolve it in a timely manner.  

• Initial Complaint

  Date:07/15/2022

  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.

  I purchased a new build with Challenger Homes. I have been in the house for 27 days and have not had a functioning kitchen. When my oven is preheating, it blows the breaker. This oven is the incorrect oven to begin with. We opted for a gas range which was agreed to by ************************* who then forgot to put it into the building contract. After contacting the Vice President, we were able to get the contract changed and still have yet to see the gas range or even an estimated time on when we will be receiving the range. Now we have an electric range, that is not functional due to either an electrical issue or a breaker issue. I put a warranty request in through the website on June 30th. No contact was made within the ***** hour window the website states. So I went in to speak to someone on July 7th and she had me refile on the warranty website in front of her. I received a reply and they told me they could not have anyone come out until July 14th. I agreed despite it being another week out. Today is July 14th I took the day off of work to sit at home and wait for someone to come out for my window time of **** and no one has shown up. Also while our internet company came out yesterday, my husband found a water bottle filled with pee that was left behind by someone in our wall. Absolutely disgusting.

  

  Business Response

  Date: 07/19/2022

  Our warranty department contacted the homeowner last week to address the outstanding items. As of today, the following has been completed or scheduled: Breaker for Electric Range was replaced on Friday by 2 pm and the electric range is now operational. The Gas range that was added on the change order the day of contract (6/17) has now been confirmed to be arriving in installer warehouse by end of this week and will be able to be installed by end of July. It was reported back that the buyer was happy with the resolution of the stove being operational for the weekend, and to know we have not forgotten about the gas range.

  
  

• Initial Complaint

  Date:06/14/2022

  Type:Order 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.

  March ************************************************ ****************. Prior to signing a contract, we reviewed the business relationship and expectations for the partnership. We paid Challenger Homes $8,600.00 for ******* money and signed the contract. The business promised weekly updates on progress of the home, open communication and answers to any questions, and an overall seamless process to building and buying a new home. Since we (the buyer) have signed the contract and paid the ******* money, there as been little to no communication throughout the months leading up to the completion of the home. We have not received one weekly update as of today, June 14th, 2022. I, as the consumer, and my realtor, have had to continuously had to reach out to the respresentative for the builder on a normal basis to try and obtain any updates. On the other hand, whenever Challenger has needed something, whether that be a signature, schedule a walk through, need an update from me, I have provided that to them in the utmost timely manner. We have made the decision to cancel based on this experience. The dispute here is that we are requesting the ******* money back. Despite our experience and the fact that we did not receive what was promised, Challenger is not working with us on refunding the ******* money back. We even offered to negotiate 50% back. They are not making any effort to take responsibility for the lack of effort on upholding what was promised to us as the buyer. We do not have an account or tracking number. If you need backstatements confirming the ******* money was paid, those are attached and highlited. March 17th, 2022, the payment was made. **Adding here: I am not an active duty service memeber but my Fiance is!

  

  Business Response

  Date: 06/16/2022

  Many attempts have been made from our Sales Associate, Sales Manager, and Sr. Sales Director to remedy this situation with the buyer on numerous occasions since first learning about their decision to not move forward in purchasing the home last week. To ensure a highly engaging home buying experiences for our buyers, our company utilizes a cloud-based platform called Builder Signal to communicate and provide photos to the buyer of the status of the home throughout the construction process. We have confirmed that through Builder Signal updates were provided to the buyer on March 25th, April 18th, April 30th, May 18th, and June 3rd. The Sales Associate also attempted to call the buyer every week with the Construction Superintendent, Connor or *****. The buyer answered those calls on occasion and an update was provided, however, often times the phone call was not answered. Furthermore, the Sales Associate had frequent contact with the buyer's realtor and gave status updates on the home. Since the realtor was easier to get in contact with, dates and times and communication was often done through her including times for walkthroughs and other important dates. Up until about a week ago, we had no indication to believe that the buyer felt they had not received any communication regarding the status of their home. Weekly attempts to call the buyer were still being made to little avail but communication with the realtor via text and phone calls was adequately frequent. About a week ago we received a text from the realtor asking where the termination agreement was. We knew nothing of the intent so naturally we called immediately for explanation. At that time, the realtor told us they want to cancel. Based on the terms and conditions of the purchase agreement signed by the buyer, ******* money will not be returned.
  

  Customer Answer

  Date: 07/05/2022

  When you mention your team trying to get in touch with me to remedy the situation, are you talking about those conversations that were initiated & scheduled by me as I was reaching out in regard to this very situation? Just want to make sure were having an honest conversation. In terms of ************************* and the cadence he called me, he called me 6x from Mar to May, listed below & attached. To say someone called me every week is a huge stretch & a low blow considering this entire situation is based on the subpar service I received. My realtor said ******* called her 2x (prior to cancellation). Both times he was calling her about sales and if she had any buyers. The pre drywall walk through was scheduled by me via text with *******. Nothing was scheduled through my realtor. I texted ******* countless times for updates. The email updates that are sent went straight to my junk. Why didnt a light go off in Ms head to question why I am asking him for updates if I am getting email updates? I received 1 email from your team after I signed the contract. That email came from Jasmine.
  
  Times ************************* called Cassie:
  5/16/2022 11:26
  4/19/2022 16:45
  4/8/2022 12:44
  3/22/2022 15:35
  3/18/2022 11:18
  3/15/2022 15:40
  
  
  I understand its easiest to throw the phrase terms and conditions around here. The thing is, Challenger wasnt worried about their terms and conditions when they allowed me to put a military discount in my deal without being military or married to someone in the military. The service that was promised from this business, was not provided. There wasnt even effort put forth to provide it. You do not treat every customer equally and this is not right.  I didnt spend $8,600.00 to get ******* trained up. I paid that money to partner with a company that was going to provide me my first home. Challenger did not hold up their end of the deal and I am requesting my ******* money back. 

  

  Business Response

  Date: 07/11/2022

  The purchase agreement signed by the buyers is a legal and binding agreement which we honor and fulfill the terms and conditions as stipulated in it. In the signed agreement it does not mention the number of times the sales associate is required to contact the buyer. Therefore, the reason specified by the buyer does not qualify for a return of ******* money. Furthermore, I have attached construction updates with numerous photos that were sent to the buyer on the dates notated on each update and can send additional updates with photos as your system only allowed 4 files to be uploaded. The buyer can review the purchase agreement, especially "Section 9. Default and Remedies. Buyer hereby acknowledges and agrees that default by Buyer will incur damages to Seller, the amount of which may be difficult to precisely determine. In the event Buyer defaults, all sums paid by buyer in connection with this Agreement shall be forfeited to Seller. In the event of a default by Seller, the Buyers sole remedy shall be to treat the Agreement as terminated, and all payments herein shall be returned to Buyer. It is agreed that such payments are liquidated damages and are Buyers sole and only remedy for Sellers failure to perform its obligations under this Agreement. Buyer expressly waives the remedies of specific performance and additional damages".

  Customer Answer

  Date: 07/12/2022

   
  Complaint: 17424484
  
  I am rejecting this response because:

   

  THATS NOT THE POINT HERE! The point is your associate sold Challenger as a company that provides top tier services. Those expectations were provided to me by YOUR associate. If I have to, I will move forward with seeking advice with the US ********** of ******* since you treat every customer different. There is something called equal opporunity housing. There are laws around this. You cannot have me sign a contract and then you decide what you want to uphold and what you dont. 
  
  I also received the attached letter which states that they terminated the agreement. So, when you state from the contract "In the event of a default by Seller, the Buyers sole remedy shall be to treat the Agreement as terminated, and all payments herein shall be returned to Buyer." I DID IN FACT SECURE NECCESSARY FINANCING. I DID IN FACT ADHERE TO THE ***** OF THE AGREEMENT. CHALLENGER DID NOT. The terms of this agreement were never met. Emails were sent. They did not go to my inbox. They went to my JUNK. Your SAD excuse for your onsite associate doesnt even have the common sense to recommend I check my junk mail. Do you understand that yet? You had an imbecile lie to my face, have me sign a contract, and now i'm at fault? I'm sorry but absolutely not. You're going to have to do something more than to continue to quote your contract. Clearly, prolocies and procedures mean nothing since you gave me a $2,000 military discount when i'm not in the military. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/15/2022

  The buyer is claiming the seller failed to perform because of her perception of poor customer service. While that is unfortunate she feels this way, no where in our contractual agreement does it say poor customer service is grounds for ******* money refund. Challenger performed its contractual obligation by building the home in accordance with the contract and as such is in full right to retain ******* money.

  Customer Answer

  Date: 07/16/2022

   
  Complaint: 17424484
  
  I am rejecting this response because:

   

  Unfortunately, it doesnt matter that it was not written in the contract. This was a verbal agreement between myself, THE CHALLENGER ASSOCIATE (***********************), and my fiance (*************************, also on the contract) with my realtor as a witness. Challenger Homes sold me customer service. I decided to partner with them on a new house and sign the contract because of the amazing customer service I was going to receive. I did not receive that. A verbal agreement is still an agreement and you arent hearing me when I'm telling you THAT IS WHAT WAS SOLD TO ME. If you would like this to go further, I will start to loop in my legal. There's no arbitration clause in my verbal agreement with ***********************. 

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

• Initial Complaint

  Date:05/25/2022

  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.

  The Dream Team is a partner with Challenger Homes that runs the ******************** I had the owner and project manager from the Dream Team at my house approximately 6/2022 that assessed my front drainage problem. Both representatives from the Dream Team agreed theres a construction defect and will repair as they did to other homes with the same issue in the subdivision. The contractors started the work approximately 8/22 and did not finish, I called and emailed The Dream Team/ Challenger homes numerous times with no response until I finally received an email from ***************************** from the Dream Team stating that she would send contractors to complete the work, the contractors that were sent out did not know what they were to do regarding the drainage issue and never did anything to finish the drainage. I called and emailed ***************************** which ended up being numerous times with no response until I called and she answered her phone, I spoke with her and she I d that she would look into it.It has been over 2 months, again with no response of her looking into it. Once again I have called ***************************** numerous times no response. I just want the drainage defect corrected as they did to the other homes in the subdivision before the rains come.

  

  Business Response

  Date: 05/27/2022

  Our warranty and construction teams have met with the homeowner at their home this week and all work to resolve the issues will be completed by next week.  Our warranty department will continue to communicate directly with the homeowner to ensure completion of the work.

  Customer Answer

  Date: 05/27/2022

   
  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,
  
  ***************