ComplaintsforHorizon View Homes

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new home in 12/20 by 12/21 the home started showing signs of extreme foundation issues. Cracks in almost all walls and across the living room spanning the whole room. We followed the warranty team’s instructions filing a claim. The warranty team sent out a one worker to make sure our front door would open and an engineer to tell us we were not dealing with water outside our home properly and the ticket was closed. We have had contact with 4 different customer service representatives and each one blames the last without any work being done. At this point we are 4 years in to a 10 year warranty and feel like the issues with my home will never be addressed by this company.

  Business response

  01/10/2024

  Hi Nicholas, 

  Our Customer Care team has reached out to you to go over our process to get your concerns addressed. They are working on getting our trade out to review your concerns, and then we will review next steps with you. Please contact our Customer Care Coordinator at [email protected] if you experience any delays in communication. Horizon View Homes is working on addressing your concerns. 

  Thank you, 

  Maddy 

  Customer response

  01/18/2024

  Complaint: 21117646
  
  I am rejecting this response because:

  At this time I have been contacted by a rep that has blamed all work not getting done on the previous employee as he did before her and so on and so forth. I now have a date for the same engineer that was brought out to shift blame last time will evaluate and purpose a solution to fix my home (same as before). I do not have a solid plan in place for a fix to the issues of my home. I believe listening to the recording of the last time the engineer visited he said he was self-employed but know they are saying they have to search for the work that he did previously from his former employer. I also believe some statements have been made in an effort to prepare me for more "adjustments" or "bandaid" type resolutions. I have had to much time to educate myself on the issues of my home to know any bandaids or adjustments are not going to resolve the root cause of my home's issues. 

  
  Regards,
  
  Nicholas Schrimpf

  Business response

  01/29/2024

  Horizon View Homes is working on a solution with this homeowner for his issues. While it can be frustrating, the previous report is now outdated, so we are required to get an updated engineer report before moving forward with the repair. We will be in contact with Mr. Schrimpf when we have a solution and plan, and will review it with him. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2022 we moved into our new house built by Horizon View Homes. Once we moved in we were briefed about reporting major and minor issues with our new home. We met with the warranty individual multiple times on issues that were noted when we were moving in. These ranged from a build up of drywall material and mud in the furnace, fireplace is not clean and is filled with dust and debris, not matching colors on some doors and cabinets. Once we began to work down this list we also encountered a water leak in one of the bathrooms downstairs and it caused damage under the wall. Horizon View told us that they would need to tear out the wall, the pan and find out what is leaking. This was never done and continued to be delayed, as consumers this continued over a year and Horizon View sent multiple people to view and they all said the same and even sprayed for mold. We have current pictures of mold, unfinished caulking areas that now have mold, mold coming up through tile areas and we were told by Horizon View that they are now not going to fix this. We have multiple issues still unresolved, like cracking in concrete in multiple areas and other items that have been addressed but still not done.

  Business response

  08/09/2023

  Horizon View Homes assessed the leak reported by the homeowner, and could not recreate the leak again. At that time, it was determined that the leak was not a construction defect, and was caused by the homeowner. Horizon View Homes still performed a mold test, and was given a clean bill of health. Regarding the concrete, the homeowner signed multiple documents stating that we do not warrant concrete cracks if they are within variance, and are not structural issues. The cracks reported by the homeowner are within the required variance, and are not structural, therefore they are not covered by our warranty.

  Customer response

  08/18/2023

  Complaint: 20434113
  
  I am rejecting this response because:
  
  Regards,
  
  Clinton Garner

  I have attached current pics of the shower area that show holes in the grout and have resulted in mold. It is also visible on the floor area where the mold has come through the grout from the concrete pan area. In response to their mold test and the water technician who tested for a leak. The mold that was present was under the wall from the bathroom to the bedroom. The tack strip was replaced, floor boards replaced on each side, wall cut out and replaced in bathroom and then they had a crew that came in and sprayed some type of spray that they say removed or stopped the growth of the mold. Then they tested it for mold.

  You can also see cracks in the wall of the shower on the ceiling and the wall, which indicates water that has made its way behind the wall and into the dry wall and has caused the drywall to crack the walls. We expressed to Horizon View Homes on multiple times that the leak took 2.5 months to show itself and two of Horizons View Warranty personnel agreed that the pan needed to be torn out and re-poured. Also, the company that performed the water leak test only came out once and filled the basin and said "nope no leak." I expressed to him that the leak is slow and took time to show itself. The original leak ran a route under the wall and into the bedroom, this was 2.5 months after we moved in. Their rep came out multiple times and told us they were working on getting a crew to tear it out and replace it. We did not use this shower for over a year months and continued to be patient. 

  That is just one of the items that needed attention. They used the furnace during construction to keep the house warm. This is ok but the code indicates that if this is done the home builder is responsible for cleaning the entire furnace out prior to move in. This was not done and my family and I were breathing this material being pushed out from the furnace for over a year. They finally brought a company in and the rep showed me the stacked up material in the furnace. This caused respiratory concerns and also caused undue wear and tear on the furnace. Let's keep going, we have more. A light in the laundry just fell out of the ceiling, they never put it in right and had to come out and rig it up. There was a hole between our roof and shingles that had to be covered but not noticed until after months. Garage doors never secured and this caused undue wear and tear and one garage door began tearing at the top panel. That had to be replaced along with all the rails on each door. We also found in the main shower upstairs areas where grout was left out and had Horizon View correct that. One sink in the master bath stopped working and needed to be replaced. All light bulbs in the house have needed to be replaced. Two doors in the house had different finish colors and had to be redone and Horizon View wanted us to pull our cars out and spray the doors in the garage, that didn't happen. They never shimmed the man door in the garage and this left no support for the load bearing that was coming down on the door. The front of the house does not have z-flashing installed but the sides of the house does. Horizon View actually brought out new siding and z-flashing and then later said "they did that to appease me." These remarks are directly from their rep Matt, who is unprofessional, disrespectful, and just one big problem that has not followed through as he said he would. We have been very patient and Matt at times would not return our calls for days, I would need to give multiple updates of the same information over and over again. I have more and the inspection report to prove it, which was sent to Horizon View homes as well.

  As for the concrete, we have multiple cracks in our concrete. Let's start outside, cracks in the front step that have been sealed with different color sealant and looks very bad, cracks in the driveway, cracks in the rear patio. Inside, we have cracks that run the entire length of our garage floor, this has all occurred since move in date, March 8,2022. I would be willing to meet with a rep other than Matt and have tried to cal Than and he has never returned my call. i was told I could email someone higher but no one had that individuals number. This company is why so m any people have spoken about them in a negative fashion, they built houses with no regard for longevity but just to collect more and more money for how many houses they could build. A complete failure for the consumer and they should be held accountable.

  Business response

  08/22/2023

  There will be no further action on our part. 

  Customer response

  09/05/2023

  We do not agree with this message put on the BBB website. They did not resolve our issue. They chose to not address it at all. Please, post that builder refused to address the issue. 

  Thank you.

   

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have contacted Horizon View Homes with multiple warranty claims each one came from an inspection report. They have gone through so many warranty people that there would be months of no contact. However, we have had nothing but issues with each person they have sent out requiring us to take off 3+ weeks at this point. Most recently nail pops had to be fixed, we were told this was from shifting of the house, however, other drywall professionals have stated the manner in which they were all lined up would suggest something else. They came to fix these nail pops and drywall cracks and within two weeks the same issues occurred. On the inspection report the furnace needed to be removed from the upstairs closet and fire proofing finished. They stated this would be a three day job and that an electrician, plumber and the HVAC team needed to come out. Well the electrician didn't show so the HVAC person did the electrical portion. Day two the unit was totaled. Instead of reconnecting the return and furnace using a new connection the technician just cut out the old one and taped it back in then just slapped a ton of glue all over it. Next improperly connected the gas line and did not put a sediment trap off of the unit (which is code) and on top of that there is a leak coming from the connection. The gas line and electrical line are installed right on top of each other (completely against code and a major fire hazard). Fourth- The plumber who came out to reconnect the gas line said that the gas line was jammed against the wall causing the flex line in the wall to kink. Which is a major concern for leaks per him and the flex hose for the connection to the furnace is way too long and should not be used. Fifth- The inside of the unit is completely filthy and has a ton of debris, dust, screws, wire nuts, PVC shavings. This unit was to be cleaned after installation and was clearly not. As well as the area around it. There are shaving and glue all over the place.

  Business response

  06/07/2023

  Horizon View Homes is aware of this issue, and has reached out. We are currently working on a solution with the home owner. 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We noticed one of our window wells was showing signs of rust. We found when the house was built by Horizon View Homes in Aug, 2020 they secured the window well into the foundation into rebar causing electrolysis. I submitted this to Horizon View Warranty but they are refusing to fix what they caused. I asked to speak with a supervisor but have not heard back from anyone. The issue is caused by grounding of the concrete rebar and contact between the window well mounting bolts and/or window buck with the concrete rebar. When an electric circuit is established between the house and soil with the window well acting as the grounding element the window well becomes a sacrificial anode and will experience accelerated corrosion. This needs to be fixed and was caused when the window well was secured to the foundation by Horizon View or their subcontractors.

  Customer response

  05/04/2023

  Per Horizon View Warranty dept. Amy S****** it is not covered under warranty including structural warranty.

  Business response

  05/10/2023

  Horizon View Homes has contacted this home owner, and are working on scheduling a time to assess this issue, although not structural and despite being out of warranty. Our team will work with the home owner on a resolution that is satisfactory for all parties involved.  

  Customer response

  05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me if they follow through in a timely manor as the issue continues to get worse.
  
  Regards,
  
  ***** ******

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Builder refuses to address problem with foundation. I forwarded a copy of the structural engineers report that shows that there is a two and a half inch variance, which, according to the engineer and my lawyer is well beyond acceptable levels.

  Business response

  04/07/2023

  Horizon View Homes received your home inspection report on 11/12/2021. At that time we sent our Customer Care Representative out to meet with you, and our engineer was sent to your home to evaluate the crack. It was determined in your original inspection report, and by our engineer, that the crack was not a structural issue. Our engineer's report stated, "The crack in the basement floor slab is unsightly, but the crack has not impacted the ability of the slab to conduct its one structural purpose - to prevent the bottom of the basement foundation walls from sliding in." Our team offered to have this repaired, and you declined our offer. 

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We have been working with Horizon View Homes for over 10 months trying to get the grading and several missteps of our yard and property corrected. In between each contact took months for a response. Below is the timeline: March 24th Claim submitted June 15th Pat D******* came to the house and agreed a regrade/concrete was necessary. Due to poor grading during the build 8 inches of our property has washed away. The slab broke in half and our water pump already needed to be replaced. Our gutter that lies under the driveway needs to be "scoped" to see if it is properly draining. August 2021 The concrete slab was repaired and lifted 6-8 inches. It still needs to be resurfaced. It looks horrible. Oct 6th Pat D******* came and looked at the yard again. Pat mentioned that the original grading was completed very poorly and the individual who did it, is no longer with the company. Oct 26th Engineering Company came and measured for 3-4 hours Dec 8th Excavation company came and looked. They said it would be scheduled with Pat D****** and they could come as early as next week and begin the regrade. No one has ever contacted us back. We contacted Pat D******* again the week before Christmas and he never responded. It has now snowed and we will incur even more water damage from this not being corrected the past 10 months. I understand there are labor shortages, but this is ridiculous. Pat D******* has been unresponsive and slow to getting anything completed in a timely manner. Between each of these dates is countless messages and phone calls to him inquiring on a completion date, which he will not provide.

  Business response

  02/02/2022

  ***** ******* ******** ********************************** *** **** ******** ************************* ***** *** ** ***** ***** ** ******** *** ******** ******** * *** ********* ** ********
  
  Mr. ********,
  We have been working with the ****** family to help resolve their drainage issues. Please understand, the backyard landscaping was installed by the homeowner and the grade was altered in some areas different from the final grade certification provided at the close of their home. Horizon View Homes, as a courtesy, offered to help correct the drainage away from the foundation of the home. In doing so we asked our engineer to reshoot the grade and to offer a solution. Once we received the plan, I asked the excavator to visit the property to bid, and to see if his team was able to perform the work. This all happened in late fall and early winter. I have spoken with the Varny’s letting them know that we will not be able to address their grading issues until spring or until after the ground thaws. I have also explained that we are not able to control the natural moisture content of the soil and we will do what we can to help with the area around their foundation. We will continue to communicate with the ******’s going forward.
  Thank you for your information.
  Kind Regards,
  Patrick D*******
  Warranty Manager

  Customer response

  02/06/2022

  Complaint: ********
  
  I am rejecting this response because:  We do appreciate that Horizon View will be addressing this issue, the problem we are having is the communication from Horizon View to us.  It is true that this was addressed by Horizon View in the fall of last year but this issue was brought to Horizon Views attention in March of 2021.  When Horizon View came to inspect the yard grade in June of 2021, it was explained to us that the slope of the yard had changed due to the original grade being done on frozen ground and by someone who is no longer with the company because of the consistent poor work done by him.  It was not because of us changing the grade of the property due to landscaping as many of the places where we are experiencing problems the only work that was done was laying river rock on top of the ground.  We simply want this work done without having to constantly inquire about the status of the project.  When Horizon View inspected the property in June we assumed the work would be taken care of in a timely manner.  It was also during this visit that Horizon View inspected our gutter (the one that runs under the driveway) and said that it would need to be rescoped since it does not drain properly.  This work has also not been scheduled or addressed.  Now we are waiting until spring time because they failed to schedule the work until shortly before winter time.  We had the same experience with our windows which didn't have weep holes in them.  It took Horizon View months to complete the work and required us to constantly follow up with them to ensure that the work was being scheduled.  I have saved our correspondence with the company and in many cases it took several weeks of several phone calls, text messages and voice mails in order to get a response.  We understand the work forces are short during this time and we sure do appreciate them addressing the issues but we would like the company to be more proactive in their communication with us and address the issues in a more timely manner, as we have put many projects in our yard on hold waiting for them to correct the issue.  
  
  Regards,
  
  ***** ******

*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. ↩