Business Profile

Home Builders

Journey Homes LLC

BBB Accredited Business A+Rated by BBB

Complaints

Customer Complaints Summary

11 total complaints in the last 3 years.
0 complaints closed in the last 12 months.

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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:09/06/2023
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 new house/new built home with Journey Homes LLC on 04/21/2022 and came with 1 year warranty. Since then we have filed claims to the warranty for Journey Homes to address, such as a roof leak. We filed our final claims around 03/2023-04/18/2023 before the 1 year warranty. One of these claims included was to fix our master bed and living room floors that are caving into the basement. We have been in contact with the ****** but has not given us any updates or signs that this going to get fixed in a timely manner or at all. We are now 5 months out from the claim and nothing has been done about this and we are concerned about our safety in our own home due to poor construction.
Business Response
Date: 09/07/2023
We will review the warranty claim status and file and respond shortly.
Business Response
Date: 09/18/2023
We have contacted the homeowner and in the process of addressing the outstanding warranty items. We consider this matter resolved.
Initial Complaint
Date:08/31/2023
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.
They lie to your face, go back to the office and lie then sweep everything under the rug. Then when you call about it they act like they never said those things. There is no checks and balances, one guys word over yours, and that guy works for the company. Conflict of interest in my opinion. They dont respond to warranty claims unless you seriously call them daily and even then they give you the run around. Full of lies, manipulation and deceit. Their BBB rating has to be bought because literally 80% of the reviews are 1star on multiple platforms. I dont have any respect for the BBB rating after dealing with this company, seeing the hundreds of people with similar complaints and the BBB giving them and A+ rating. They are terrible!
Customer Answer
Date: 08/31/2023
I would like them to warranty the work I originally put in for. I filed a complaint about negative slope on my back porch and the warranty specialist who also worked for Journey Homes told me they wont replace it and just closed it out without an explanation. Basically telling me to deal with the water coming up to the foundation. I complained about this within the first year and never was given an explanation as to why they wouldnt do it. Then his supervisor comes out after a lot of effort on my part to get him to come out. This took up a lot of time before I ruffled the right feathers. Then he comes out and tells me(verbally only) that that patio is visibly sloping into the house, noted how I sealed the concrete (like they recommended) and then proceeded to tell me, we need to wait until its above 45F to pour concrete but I want to get this replaced for you and I will check on the front porch work and get back to you (this was in the winter). Never heard anything until I called complaining in May about how I havent heard from him and its nice out. Then they sent me a letter stating I was out of warranty.
The front porch had a crack that was there before they did the driveway and I was told they would fix it when they replaced the driveway. Well they didnt fix it at all, they just packed concrete into the hole without any prep to the concrete. Now it is cracking again and falling away because they didnt frame it right. They also framed it in a way that the steps are misshaped and visible not square. Very poor quality and effort went into the repair and it almost looks worse than when we bought the house brand new.
Business Response
Date: 09/07/2023
We have contacted the homeowner and we are working on a resolution.
We are coordinating an inspection of the front steps and rear patio.
Once a final resolution is reached we will report accordingly.
Customer Answer
Date: 09/19/2023
I was never given a response to respond back to? I do not understand. I made a complaint and the business I complained about had not got back to as far as I know. This is news to me that I was supposed to respond to something. They told me they would fix it but I have yet to hear anything from them so I do not agree with this being closed. Please advise.
Initial Complaint
Date:08/10/2023
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.
We moved in 2.5 years ago and the entire closing experience was horrible working with Journey Homes (poor communication).Since we have lived here over 2 years while we are still waiting for their Warranty team to take care of the 1 year Home Warranty (over 7 month late now). It is amazing how this company's actions do not support a professional home builder in anyway. I have a dozen of examples of how Journey Homes cuts corners outside the city inspection codes and guidelines. Plus after 2 years, while I continue wait for the 1 year warranty repairs, I found out now I have a plumbing issue in the house that I will have to pay out of pocket. I guess Journey Homes is proud to build a home that has plumbing issues (2 years into the home) and washes their hands of this issues, but they can not even live up to their warranty promises. Great example of one way street in promises.Finally, when we did close on the house and drove to the house to enjoy our new home, we were presented a new home that was not even cleaned (construction debris). We spent the next day cleaning up after this great home builder. The best advice I can offer a family who wants a new home experience is to stay away from this builder.
Business Response
Date: 08/11/2023
We have reviewed the account. The only open work order, issued on July 6, 2023 is for a small siding repair which has been completed. A painting work order for the siding repair will be issued pending resolution of this BBB complaint.
We received the attached letter on August 3, 2023 requesting warranty work regarding a water leak and also requesting paint for a drywall repair, trim and nail holes. This BBB complaint was received on August 10, 2023.
Prior to the August 3 letter, the homeowners have not submitted nor are we aware of a water leak or cleaning issues.
Please note the warranty for the house expired on June 14, 2022, 14 months ago.
The unfounded accusations, innuendo and disparaging remarks made by the homeowner make addressing the issue very difficult and challenging. Again, we were just made aware of the water leak issue.
If the homeowner agrees to dispatch with the insinuation of code violations and disparaging and argumentative comments, we may be willing to investigate the alleged water leak despite the expiration of the warranty coverage.
We will await a reply prior to contacting the homeowner or scheduling any future work.
Customer Answer
Date: 08/14/2023
Better Business Bureau:

After reviewing Journey Homes response, we will need to clarify some of their politically correct comments. We still have (2) pending repairs that were due in June 2022 (below), which have not been completed by *********** staff. I have heard multiple reason why the repairs are not done (can't get paint, contractors are too busy building and don't have time to repair right now). Since you have not lived up to your own Warranty Contract for new home owners, I have had a new water leak issue in the master bedroom (leaking to first floor dining room), yes which was past the official warrant date, but since you can't meet your own Warranty Date this list continues until you live up to your promise of the contract. The second thing is communication with *************** is horrific at best and it is a full time job to get anyone to reply of even respond to your requests. If they do respond it is good day for an home owner and if they decide to execute a work project at your home it is a random show up (usually no communication) to do the work they have been assigned by Journey Homes. So lets not glorify that you are out there offering the best service possible for the customers that spent $450K on a home purchase.
Regarding the Master Bedroom shower leak is just another example of an issue in of cutting corners around the ****************'s Home inspectors. The reason I say this is the concreate work you repaired under my garage door would have never passed code in ******** or can we say the **. So if you want to make this right with homeowner take accountability and send in your plumbing expert & drywall expert and repair this issue in my house and make it look new. I have already $260 invested into the project and it won't take long before I have the real reason of the water leak from the Master Bathroom shower to the first floor.

Here is the list of repairs pending (Two request have been in the hands of **** & Les since late May 2022):

1. Drywall was repaired by the back door, but now it needs to be painted. Plus, the white trim for the back door the nail holes need to be filled in and painted.

2. The damaged sliding was repaired outside on the back patio, but it needs to be painted.
3. Also, we just have some contractor show randomly to repair the trim (top piece) of the exterior garage door. - Since we did not know about this repair from our originally list, we still need it painted.

Finally, don't enforce Warranty Rules if you are not going to live up to the same rules for Journey Homes.

Regards,

***********************
Business Response
Date: 09/01/2023
Again, the argumentative nature of the homeowner's response will not aid in resolving the issues.
There are no "politically correct" comments and our response does not need clarification.
We have no previous knowledge of the alleged water leak and may investigate if the unsupported accusations stop.
We do no "cut corners" on municipal inspections and to claim so is unfounded.
Additionally, the homeowner alleges concrete issues and code violations without evidence. Nor does he define the alleged concrete defect or request corrections.
It will be a fruitless effort for the homeowner to continue to disparage our organization and will not lead to a resolution.
As we have previously stated, if the homeowner will refrain from groundless claims and implications of code violations we may be willing to schedule an investigation of the issues.

Customer Answer
Date: 09/05/2023
Complaint: 20450299

I am rejecting this response because:
After reading several reviews/responses that involve Journey Homes, the reviews are all very similar, while JH just makes excuses to deflect the real issues about being a quality home builder. Like I said the water leak was after the 1-year warranty, but how can a home builder say that you are offering quality service to the owners if they are experiencing these types of events in a brand-new home (**** years) after it was built. Since the damage was noticed just after the 1-year ***** then Journey Homes is not responsible. Yes - the water leak at my home right now proves that the home was not proper inspected! The water damage in the covered ceiling proves that this problem has well before I even purchased the house. Now that we covered all of the Journey Home deflections, now let's discuss why the (1-Year Warranty Project List) are not repaired yet. The pictures and a detailed list of repairs have been sent the Journey Home Warranty Team, since May 2022 (deadline was in June 2022). Help me understand why I can't get these repairs finished? Journey does not live by their own Home Warranty contract (completing any Warranty repairs in a reasonable timeline), so this is why I believe the water leak should be included in the Home Warranty list send over to your Team.

Regards,

***********************
Business Response
Date: 09/13/2023
We have not made any excuses and we refuse to further debate about the homeowner's s spurious claims about the quality of our homes and construction methods. It is pointless.
Further, there could me a myriad of reasons for a water leak and has nothing to do with an inspection. The home was properly inspected. Again, further debate is pointless.
We are prepared to inspect the alleged leak and address the warranty claims if the homeowner will dispense with the specious claims and combative responses.
It is useless to continue to address these responses.
The homeowner simple needs to accept the above, refrain from inflammatory responses and we will schedule an inspection.
If not, we consider this matter closed.
Customer Answer
Date: 09/14/2023
Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Please send over the Home Inspector to take a look at the leak in the ceiling. I am confident you will have to repair and clean up the water damage once it is determined by your Home Inspector. Please call me to schedule. Now that you are going to take care of the water leak, why don't you take care of the "official" home warranty list that is still pending (which was due to be repaired in 06/2022):

-Drywall above the back door needs to be painted.
-Trim above the back door - nail holes need to be filled and painted.
-Sliding outside the back door has been replaced, but it now has to be painted.

Regards,

***********************
************
Customer Answer
Date: 09/14/2023
Sorry - I forgot the trim above the garage exterior door needs to be painted.
Initial Complaint
Date:07/10/2023
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.
New home warranty issues not getting resolved since closing on March 8th, 2023. Specifically all exterior caulking is cracked & peeling. All paint on ************ railing as well as columns is cracking & peeling. This was brought up during our pre-closing punch walk & we were assured it would be taken care of when the weather got warmer. It's been warm enough to paint for more than two months and we have not heard back from Journey even after submitting the paint issue as a warranty item.
Business Response
Date: 07/11/2023
We have been in contact with the homeowner. This work has not been ignored. The recent rain weather has caused a backlog of paint touch up orders.
The necessary caulking and siding work is scheduled for July 18, 2023. The necessary paint touch ** in scheduled for July 19, 2023.
Power washing, caulking and painting the entire house is not necessary.
Customer Answer
Date: 07/19/2023
Better Business Bureau:

I have reviewed the response made by the business and can confirm they have been very responsive to make sure everything is resolved correctly and in a timely manner. We are very satisfied with Journey Homes resolution to these warranty items.

Regards,

***************************
Initial Complaint
Date:03/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased our home in May 2021 from Journey Homes. Upon moving in there were several issues with the house ranging from major construction issues like the master bedroom window not closing to exterior areas of the house simply not being painted. We followed protocol and completed warranty claims - all of the items were approved. This is where more issues arise. We have waited a year to have all warranty items fixed, and most of them have still not been addressed. However, Journey Homes claim they have. They have literally marked all of the items on our work order as "complete" this is absolutely nefarious and untrue - we have pictures and documentation to prove it and we will in court. Customer service, both, Joe and Norm, have not been helpful, in fact, unprofessional and rude in communication. One of our major concerns is with the ductwork. It was full of construction debris (sheetrock, garbage, empty caulk tubes, and so on), Norm told us they would pay for a company to come in a clean at least 18" of the system - that never happened. So our air vents have been blowing sheetrock and other toxins into our house since. We have pictures that document the debris. At this point, we are going to hire a lawyer and pay for the cleaning ourselves. Additionally, we have spent two winters with a window that does not close properly. In what world does a builder believe it is okay to sell new houses with broken windows and then fail to fix them? In closing, these homes are poorly built, and the company as a whole does not care about its product or its customers. We have been more than gracious and patient only to be treated horribly. This is not a one-off situation, talk to anybody in this community and you will hear the same story over and over. Do better Journey Homes.
Business Response
Date: 03/29/2023
We disagree with the representations made by the homeowner.
The homeowner has been belligerent and difficult to work with our warranty representatives.
If the homeowner is going to retain legal counsel, as he has represented, then we will not be able to communicate with him either directly of through the BBB process.
If the homeowner is not going to retain legal counsel he must notify us in writing directly or here through the BBB.
Notwithstanding the foregoing, our warranty specialist have been in contact with the homeowner to schedule an appointment to investigate and evaluate his concerns.
We will report the results of the inspection and provide our response to the homeowner.
Future and futher disparagement about Journey Homes and innuendo from the homeowner will not prove to be productive.
Initial Complaint
Date:03/14/2023
Type:Product 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.
Bought our home from Journey Homes for on Jan 18th 2023, on Jan 22, 2023 we were ripping up floors to lay Vinyl Planks. We found a great amount of mold under there laminate flooring they had layer some tome in the kitchen. It was a fight to get them to come out and start the mitigating process, with my 9 month pregnant wife already starting feeling sick and having contracting a being in the house, which cleared as soon as we got her out and away from the mold. Journey Homes cleaned the area, air scrubbed and tested the air, but didn’t want to run a mold test to see what type or run further test to make sure it was all clear even when asked. We had a test run personally with air samples test and swabs run. The swaps came back with active growing mold in areas that Journey said were clear and clean. My two week old son is already having respiratory issues, with positive respiratory test from his doctor. We just want the mold cleared since they sold us a house with mold in it. We have been in contact with Larry B*********, the top representative, but had yet to return 3 of or phone calls and voicemails after we missed one of his. Hoping to getting this resolved in house before having to take this to a legal matter. I my self was already hospitalized, while living in this house with potential mold ties to my health issues so hope we get this fixed soon and fast.
Business Response
Date: 03/15/2023
While we disagree with some of the homeowner's representations and characterizations of our response, we have contacted the homeowner and we are conducting testing and an investigation of the property. We will respond here and directly to the homeowner once we have the results.
Customer Answer
Date: 03/16/2023
Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

**** *******
Initial Complaint
Date:03/06/2023
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 have been complaining about mold since 19' a month after we moved in Dec. 19. complained of heavy window condensation rotting window sills ice growing inside the windows and mold in corners. several warranty issues were never resolved. We have had 4 different warranty inspectors all starting over, took pics & documenting what we say. Claims were never taken care of. we were told to leave it until they fixed it or it would void warranty if we sealed in mold anywhere. We had a major roof leak last summer. Roofer said flashing wasnt finished & a big hole in roof This was on the insurance claim, This past Dec mold was coming from the attic growing through the vent in bathroom ceiling. Roofer fixed it, it was never hooked up, dumping all condensation back into the house above the closet area. He said to send invoice to journey, get them out to take care of the mold. Weeks of trying to call them no one answered. couple of weeks ago we found major mold in our closet, daughters room sons room and guest room as well as our bedroom and several walls & window sills rotting away completey wet. The closet is completey soaked to the subfloor.3 mitigators 2roofers, mold specialists all saying its a major toxic black mold issue and the Journey homes needs to get involved immediatley that the home is failing from a faulty build. We spoke to owner Larry B******* refusing to help and sent offers he knew we couldnt do. He refused to come out warranty manager said get a dehumidifier on camera. We are all sick and couldnt get out until weeks after we found it. the community pooled money together but we **** be homeless soon. window wells rusted, outlets have never worked, floors falling in, mold on every floor. we cant take anything out of the home. Larry refuses to help & very abusive. on recording he doesnt care to hear it and calls me emotional. No care whats happening to our family & what he is putting us through. We are denied access to all claims and reports filed with journey
Customer Answer
Date: 03/06/2023
Hello,
Yes they were notified many many times. We had four different warranty inspectors come to our home take pictures and document everything, they never got the process for claims started so when we would call someone new would come out and start the warranty claim process over again. Four different people later still no help now our warranty period is over and they completely got away with not doing anything. We have the email chains and messages but no claims to say we reported it. They have a warranty portal they did not tell us they would close the moment our warranty period ended. So we have no access to the claims. And we have been refused the documentation when asked for copies.

Furthermore, warranty or not we have seven different companies who inspected our home found so many things that were not finished causing the home to fail from improper home build and they have told us the home is wrapped wrong all with reports to document a failure of correct build. The owner Larry Buckingdorf was told this and he says they are all accusations i have emails of him saying this. They all said Journey needs to come to the home to look he refused to do so personally.

Tell us why here...
Business Response
Date: 03/07/2023
The homeowner has stated she has retained legal counsel and in instructed us to not contact her. She stated her legal counsel would contact us.
As such, this issue cannot be resolved through the BBB process.
Please see attached documents.
Customer Answer
Date: 03/07/2023
Complaint: ********

I am rejecting this response because: We do not have legal representation at this time. Journey homes did not want to help us in a way that we needed and continued to be abusive in converstations. I asked he not contact me anymore via phone since he constantly changed everything he was agreeing to so i asked for emails to document our converstations. Yes it did get to that point. We waited three weeks for Larry B to get us to a safe place and get people to the home to help he did neither knowing we were exposed to high levels of black mold and every time he agreed to do anything he changed it over and over. We have had to be the ones to call everyone to assess our home damage and mold levels. We are homeless because of Larry and his company. All he did was pretend to help but not really have any intention of doing so. He tried to get us to sign incriminating documents in order to help and we refused to without a laywer so he refused to help. We have been forced to seek it but do not have it. He is still un****ing to lift a finger or work with anyone we hired, We have also found out after he asked us to not contact anyone in his company that he reached out to a professional we hired and proceeded to ask personal questions about us and our home. The owner is continuing to avoid responsibility for our situation knowing there was plenty of documentation proving warranty and builder neglect. I have since found dozens of others in our community are all going through the same thing. He is good at hurting people and avoiding taking care of the people he builds home for.
Regards,

***** *************
Business Response
Date: 03/09/2023
We disagree with the homeowner's representations of letters, discussion and characterizations of our relationship. We have attempted numerous times to assist in this situation, gain access to the property and conduct an investigation, without cooperation from the homeowner.
Additionally, the homeowner has been inconsistent is her representations as to whether she has legal counsel.
Paragraph 20 the the Agreement for Purchase and Sale date July 1, 2019 is clear regarding the Buyers rights and obligations for dispute resolution. Please see attached.
Given the homeowners prior statements, social media postings, emails and other communications it is clear the BBB process is not the appropriate forum for resolution of this matter.
However, if the homeowner is not actually represented by an attorney, contacts us directly (not through the BBB site) and makes it absolutely, unconditionally clear she does NOT have legal counsel, we **** coordinate an inspection of the property.
Customer Answer
Date: 03/14/2023
Complaint: ********

I am rejecting this response because:
We have never kept Journey Homes from entering our property or conducting inspections. After trying to get them to follow through warranty claims and recent numerous attempts to get them to come to the home we were forced to get people to come. Larry asked for all documentation and contact information of people doing inspections so he could understand issues. Now he wants to take more time people and resources to do so. He has never been denied the ability to help or access to our property. He has stated he would try to help but given stipulations that were out of our ability to follow through with. We are unsure why he has offered help that he knows is a false offer. You dont need us to fill out paper work to come to our home you dont need our permission to help us i have stated that many times. Please see the attached documents regarding how the previous response can shed some clarity to all we are saying here. As I stated in the last response very clearly, we do not have legal representation at this time that we are in the process of trying to get this taken care of. Reports, communication with everyone, documents from professionals etc have taken weeks to obtain. We have repeatedly told mr B*********** he can help at any time. Due to the nature of how he has chosen to communicate we havent felt comfortable having phone calls and asked all communication be with a witness or through email and that any one coming to the home needs to give us time to coordinate our own people to be there. We have been fully BEGGING for his help and cooperation please read attached proof of this. Larry why are you denying this we have it in writing from you how are you possibly denying anything we are saying. This cant seriously be happening you took 450k from us and gave us a coffin you put our kids and family in harms way and repeatedly neglected our requests for help then and now. This shouldn't be a debate. PLease help us fix our home that we know and have proof it was not built properly and honestly no one knows how it ever passed inspection.When we became homeless from unlivable toxic mold and living conditions, as we already expressed to larry, with no family and no money from how much this is all costing, we had to reach out for help and resources from the community. We have a right to do that based off of all of the facts and inspections we have had to back it all up. Lots of people going through similar issues with Journey homes care about what is happening to us and trying to help our family. Larry please do the same and care about this and help. You have never once in any conversation ever expressed any concern its truly disheartening if all you care about is your own protection and not what we are being put through. Let the emails speak for themselves theres nothing to debate or argue here. We have had about a dozen inspections from separate companies all ****ing to speak to you as ive told you. We have a building inspector wanting to speak with you. Please don't waste more time doing more of what has already been thoroughly done. As we are homeless come next thursday. As ive said this has taken months to put together, knowing we have two babies, everyone is sick from the mold, and we have no where to go, continuing to waste time isnt practical. It would really show us good faith and full cooperation from you if you do not continue to take everyone who is fully capable of telling you whats going on and licensed to do so for granted and move forward as quickly as possibleb to finally resolve these unlivable issues and restore our home we trusted you and your contractors to build.

Regards,

***** **** *************
Customer Answer
Date: 03/28/2023
***** ***** * ************************ *** ********************** ***** *** *** ***** ***** ** ******** ********* ********
Hello,
I am responding because I have not heard from the builder Larry B********* who last updated you that if we do not have legal representation to stop going to social media and the BBB and contact him directly, we have done so five times and he isn't responding which is why we have been seeking legal advice and contacting you , the BBB. He has set a time and date finally to get an inspection of our home but through his lawyer. We have told him many times we are not legally being pursued and do not have a lawyer so speaking to his lawyer is not appropriate at this time and he specifically is asking us to talk to him with no response at all. We have gone to the Mayor who has agreed after sending Safe Built to our home last tuesday that Mr. B********* should sit and meet with us. He is ignoring us at this point and refusing to address us which is really angering after asking us to do so. WE NEED HELP PLEASE. I can send all of our emails to show his un****ingness to respond and work with us.
Best,
***** **** *************
************
Business Response
Date: 03/28/2023
We disagree with the representations made by the homeowner.
Journey Homes has retained legal counsel to assist it in addressing the homeowner’s concerns, and to work with the owner to gather information necessary for Journey Homes to assess her concerns. Once the homeowner advised us that she was not represented by counsel, we directed our attorney to reach out to her. They have been in contact to gather relevant reports, we have performed an inspection, and we are assessing next steps. We have asked communications from Ms. ************* be directed to our counsel, because the parties are making progress. With respect to the BBB, our contract has a specific dispute resolution process. We are not waiving our contractual rights, so the BBB is not the proper venue to address these concerns.
We have also provided the homeowner with $2000 cash for living arrangements while this issue is being evaluated.
We consider this matter closed with the BBB and **** not be responding here in the future.
Initial Complaint
Date:10/31/2022
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 am filing this complaint to try and finally get resolution to many work orders that have been ignored or completed to unsatisfactory standards. As part of purchasing a journey home we were told that Journey would fix issues reported to them within a year of the purchase. My wife and I completed many work orders requesting work to be completed on the home. We have worked with now 4 different warranty job contacts, continually getting booted person to person and having to try and catch the new person up each time. We have had many jobs where the upon fixing one warranty issue the person either does not finish the job, or they damage other parts of my property that then need to be fixed. We have even had work done multiple times where they replace a broken or damaged product with another broken or damaged product, to include our deck where they just took the damage boards and flipped them over to hide the damage. This has been brought to the attention of journey, and nothing has been done. I have text messages and emails showing over the past 11 months me trying to get work completed at my home and being ignored, pushed off or told " someone will contact you". This is to include the latest person that I am told is now in charge of warranty work. After almost a year of working with Les I was told to now contact Joe. Joe refuses to even confirm what work he is showing needs to be complete so that we can be sure we are on the same page. I am making this complaint with the BBB for two reasons. First to hopefully finally get resolution to all of the open work orders to a satisfactory condition. Secondly to hopefully serve as a warning to anyone thinking of purchasing a Journey home in the future to many think of a different home builder, there is a reason Journey homes as been sued in the past and the money "saved" with a journey home is not worth the poor quality of work, building materials, building methods, or customer support/warranty work completed by Journey
Business Response
Date: 11/01/2022
We are pulling this file and history. Once received, we will reach out to the homeowner.
Customer Answer
Date: 11/10/2022
Good Morning BBB,
On Friday 11-04-2022 I was contacted by Journey to go over what items still needed to be addressed. After going over all open issues I was told that I would be contacted by a general manager on monday 11-7-2022.

It is now Thursday and I have yet to receive a call/voicemail/email/text from Journey's manager.

Thank you,
*******
Business Response
Date: 11/10/2022
Quite contrary. Our warranty manager has left multiple messages for Mr. ********* with no reply.
Customer Answer
Date: 11/11/2022
Complaint: ********
I am rejecting this response because: I am willing to submit my phone call records, text messages and emails to show no contact was made before this update.
Regards,
******* *********
Good Morning BBB,

I would like to note the following. I had a Journey homes representative "Russ" come to my home this morning at 9:30. Our meeting lasted about 5 minutes. I invited Russ into my house as it was very cold outside this morning and the first thing that Russ brought up was "You know upper management is quite unwilling to work with you on your requests after a review like that" . I stated that upper management could reach out me regarding the review then as I have been quite upset that ive had been constantly trying to get my warranty work completed for over a year and have been constantly pushed to the side and ignored.

Russ then stated that because my open work orders are now outside of the initial year warranty that he did not think that they would do anything for me. I then stated that I was going to record our conversation today because per the warranty contract that is not what is stated. Russ then got upset and said well I am leaving then I dont need to deal with this. When I asked why recording for accuracy would make him upset he stated that he didnt need to deal with my warranty work and he will leave unless ill just show him what my concerns were, and it would be taken to "the next level" I asked Russ what the "Next Level" was and he stated " we just wont do any work for you".

To try and work yet again on Journey homes terms I proceeded out front with Russ to show him the large crack in the concrete along the corner of my front patio. When we got to it he said, "yes I have pictures of all this, what else" I simply stated id like to know when it is to be worked on and Russ stated that it is not "Structural" and that it is the "Home owner's responsibility to fix". This large crack falls in line with the warranty contract because of how large the crack is. I have had 2 different warranty personnel tell me that it needed to be replaced and both wrote it down on the work order. I additionally have text and email conversations with journey and have probably 5 people come look at the crack all agreeing work needed to be done.

Russ then refused to talk about this concrete work any more and said what else are your concerns. ( I will note that Russ and journey have gone over my file about 100 times now and they know what work as yet to be completed as well as what work was not fully completed or what damage was done to my property while other work was being completed)

I then showed Russ the concrete driveway which was damaged by Journey work crews when replacing my walk way. Russ stated that is not a concern and they wouldnt do anything with that. I asked how that was not a concern and he started to point towards all the public side walkes and stated Walk up and down all this there is chips and damage like that. I stated that may be so but this damage was caused by Journey and needs to be addressed. He stated that they would not. I asked Russ if he took is new truck in for an oil service and they bashed his door in with a bat would he want them to replace his door. Russ stated "Thats different", When i asked How so he just repeated himself and said "thats different. what other concerns do you have"

I stated well i have squeeky stairs that have not be fixed, I have a back door that was damaged during previous warranty work, and I have boards on my back deck that have been replaced twice, and the second time they just flipped the damaged boards upside down so that you cant see the damage. I stated you dont buy a $400,000 home and expect them to be using damaged boards.

Russ then said " I can see how this conversation is going and im just going to leave" , I said ok, but ill be documenting this in the BBB complaint. Russ then proceeded to his vehicle and then left.

I have yet to be given any answers to when the work will be completed or when my property that was damaged by Journey will be fixed.

*******
Business Response
Date: 11/15/2022
Our Warranty Manager (“WM”) has a drastically different opinion of the meeting with the homeowner. Rather than debate about the content and tone of the meeting, I will present facts and propose solutions.
The warranty expired on 12/30/21. The first request on the crack at the porch was received 01/30/2022 and because the warranty had expired a work order was not issued. This issue was not ignored but outside of the warranty period. The first work order on the squeaky landing was submitted 06/24/2021 and was completed 09/31/2021. It was resubmitted 02/02/2022 and completed 05/18/2022. Newly replaced siding paint work order was closed 11/02/2022, however our WM was not allowed to inspect the work.
The “damaged” area of the driveway is a small scrape where the new sidewalk adjoins the driveway. This is a very minor item and is not warrantable. Photos will be emailed to [email protected]. The items around the windows are homeowner maintenance issues. The drain stop item is homeowner maintenance.
Our WM was not able to observe the back deck door painting, but work order was closed 10/04/2022. The homeowner claims two damaged boards were replaced on the back deck, but not to his satisfaction. Our WM was not able to observe the deck boards in question. The deck board items were submitted 01/04/2021, completed 01/13/2021.
The concrete crack at the front of the porch is minor and not a structural concern. And as noted earlier was submitted after the warranty period had expired. We have no record of any employee representing to the homeowner the porch would be replaced.
Notwithstanding the foregoing and in the interest of reaching a resolution, we propose the following:
1. Caulk, patch and seal the front porch even though the claim is out of warranty. Photos will be emailed to [email protected]
2. Reinspect the squeaky landing and repair or stabilize as necessary.
3. Reinspect the back deck door painting and repair as necessary.
4. Reinspect the back deck boards, evaluate and propose a repair or replacement as needed.
However, we will not work toward a resolution with the homeowner if he continues to disparage Journey Homes. We will not tolerate the homeowner being disrespectful and belligerent to our employees. We will not agree to the recording or taping of our onsite meetings.
The homeowner has not been ignored. We have had multiple warranty representatives meet with the homeowner and explain our position. The homeowner has not liked the answers.
If the above is acceptable to the homeowner, we will contact him and reschedule an inspection and a prepare a follow up summary of warrantable work.
Larry B*********
General Counsel
Customer Answer
Date: 11/18/2022
Complaint: ********

I am rejecting this response because:

I will not have my 1st ammendment rights threatened just becuase Journey finds my complaint to be unfavorable. It took a complaint to the BBB for them to finally attempt to reach a resolution with this matter and I will continue to be forth right and honest in my complaint going forward. If Journey is not happy with my complaint and believes that something I have stated is innacurate, I happily state that they should comment here in this review what it is innacurate about my experience with the company so far. To add to this and to show that it is NOT just my opinion I will attach a number of other postings that have floated around JUST my community IN THE LAST YEAR. These postings will show that this experience is NOT just a one off but appears to be a pattern of behavior from Journey. I would like Journey to make note that just because everyone gives up after you tell them no, and they dont follow through with complaints does not mean that they are happy, or that the work has been completed to the satisfaction or standards that any customer should have.
I would like to note that I have not met nor spoken to the Journey Homes attorney Larry who has responded to this claim. That being said, there are many inaccuracies to the statement provided by the company in regards to this complaint.

1st, the concrete issue was expressed in person with our second journey warranty specialist Sawyer and then again with our 3rd, Les, both during walk throughs of the home and work that had not been completed or was marked completed but was not. Both times we were notified by the Journey employee that someone would be out to look at the crack and start work order, neither time was this addressed. The photos provided are outdated and I will attach the most up to date photos. I had this same conversation via email with Brian, Russ, Les, Joe, and Norman on August 23rd via email, where Journey stated that the area had "not gotten any worse". I provided them then with photos that I had taken in July showing the large separation.

Additionally we submitted their warranty claim form (Multiple pages worth of issues) in DEC 2021, which included concrete work outside. I have an email from Journey that states a claim was opened, dated 12/30/2021 not on 1/30/2022 as stated.

2nd. The small "Scrape" in the concrete is actually two small chunks of concrete that have been taken out of my driveway. Now normally I would not consider this warranty work if this damage was cause by me or by the elements etc, however this damage was caused by Journey when they replaced the sidewalk. I do not see how damage caused by Journey should not be fix and not included in this resolution. Photos of this attached.

3rd. Squeaky floor landing has been attempted to be fixed twice, both times the work was left incomplete and I was told by the worker they would work with Journey to reschedule as the work had not been completed.

4th. The side painting, I will not was closed on after this complaint had been started and no one has worked on our home for weeks and no one has made an attempt to come confirm this work is done, additionally the missing paint could be seen from behind the house in the open space and no one would even need to be around to allow someone to confirm that this work is not done. The issue with the side painting is that the painting company did not want to come paint the siding and then have to come back out to paint the door frame that needs to be replaced when it was damaged by the folks that replaced the siding. I will attach photos of the damaged door frame.

5th. I will attach photos of the damaged boards that were flipped over to hide damage.

I will note, that it is odd that Journey would refuse to have clear and accurat documentation of our conversations for both parties. I would think that it would be in the best interest to have exactly what is said and understood recorded. This is only highlighted by the fact that the warranty manager has a "drastically different opinion of the meeting with me". I welcome Journey to record any conversations and interactions that is had with me on my property and I will also state that per the Colorado revised statues, Colorado is a single party consent state meaning that they do not need to " agree" to recording or taping while in the state of Colorado.

To find a resolution I would agree to the following solution:

1: Replacement of the two damaged back deck boards, with boards that are not damaged. OR Journey can confirm in writing that this was signed off "complete" but in fact the damaged boards were just flipped upside down to hide the damage, was brought to their attention in AUG and was never addressed.
2: Fix the last squeaky spot that is covered under our warranty complaint, which is located at the top of the stairs.
3: Replace the door frame that was damaged during siding work order.
4: Painting of the siding and the door frame.
5: I believe (and attached text conversation confirms) that the extensive damage the porch warrants more than an unsightly band-aid patch. I will also note and attach a screenshot from Journeys website - Testimonials, the top entry seems very similar to my situation and they even replaced a crack in the driveway.
6: The two chunks in the driveway that were damaged by Journey are fixed.
7: Any further damage that is caused by Journey during the attempts to resolve the above issues will still be addressed and fixed accordingly.

Lastly, after we have reached a resolution, I will attach the entire conversation history I have had with our 2nd, 3rd, and 4th warranty specialist for the record. These conversations will prove that I have been nothing but patient, respectful, and courteous of Journey employees, not disrespectful or belligerent. My upbringing, years in the service, and general respect for others should not be questioned. The way Journey has called my character into question is un-called for and frankly inaccurate. I have even gone as far as to cook pizza and make pots of coffee for Journey workers when they are here.

Attachments have been sent to [email protected]

Regards,
******* *********
Business Response
Date: 11/23/2022
We have contacted the BBB to obtain the attachments and thereafter will respond accordingly.
Business Response
Date: 11/28/2022
We did not direct any subcontractors to complete a repair at this address.
Additionally, we have contacted all of the subcontractors who perform concrete work for us and none of them have any knowledge of a representative inspecting this address or attempting a repair.
If the homeowner has a name and/or contact information, we will follow up as appropriate.
Otherwise we cannot confirm this information.
We will respond accordingly once we have had an opportunity to review the attachments from BBB.
Customer Answer
Date: 11/29/2022
Complaint: ********

I am rejecting this response because:
I do not have any additional information as to the journey sub contractors that came to my home.
Rejecting response as we are still letting journey review the attachments that were sent to BBB and giving them time to respond with resolution.
Regards,

******* *********
Business Response
Date: 11/29/2022
We have received the photos and are in the process of reviewing and confirming information. We will submit a formal response and offer not later than Monday, December 5, end of business day.
Business Response
Date: 12/05/2022
We have reviewed all of the submitted photos and evaluated the rejection of our offer from the homeowner. I have also interviewed the 3 employees who have had interactions with the homeowner and their opinions of their meeting are vastly different than what the homeowner has represented. No further debate is warranted.
Additionally, we certainly have not "threatened" any First Amendment rights or questioned the homeowners character or respect for others. We will not debate baseless claims.
Alternatively, we will focus on reaching a resolution. As such, we propose the following:
1. Replace the 2 damaged back deck boards.
2. Fix the squeak at the top of the stairs.
3. Repair the damaged door frame. The damage does not warrant replacement of the entire frame.
4. Paint the siding and the door frame.
5. Caulk, patch and seal the front porch crack. The crack does not warrant replacement of the porch.
6. The homeowner stated the driveway damage has be fixed. No further work is required.
However, to be absolutely clear the above offer is conditioned on the following terms:
1. Regardless of the homeowners interpretation of Colorado law, we will not and do not consent to recording or taping of meetings with the homeowner.
2. This is a negotiated settlement of the outstanding issues. As such, the homeowner must refrain from any further disparagement of Journey Homes or its employees. This is a very common stipulation in settlement agreements.
3. Any future contact with the homeowner by Journey Homes employees must be schedule through Larry B*********.
4. The above terms and conditions will be memorialized in a settlement agreement to be signed by all parties.
We have no interest in receiving a conversation history of any previous meetings.
If the above is acceptable, we will prepare an agreement for review by the homeowner and subsequent to execution we will immediately schedule the repair work.
Larry B*********
General Counsel
Customer Answer
Date: 12/05/2022
Complaint: ********

I am rejecting this response because:
The record should reflect that I have been told twice now that Journey will refuse to work with me if I continue with my complaint, as they are "unhappy" with the review. Additionally they state below that for work to be completed I would need to sign a document refraining me from being honest in future complaints about Journey.
1.Replace the 2 damaged back deck boards.
-----I agree to this
2.Fix the squeak at the top of the stairs.
----I agree to this

3. Repair the damaged door frame. The damage does not warrant replacement of the entire frame.
----I do not agree as this is yet another item which journey damaged during a different repair. It was not damaged before they attempted to fix the siding which needed to be replaced because the door was not initially framed properly. This door frame needs to be replaced.
4.Paint the siding and the door frame.
----I agree to this

5.Caulk, patch and seal the front porch crack. The crack does not warrant replacement of the porch.
-----I do not agree as the damage is significant, it is over the requirement for a replacement per my text messages with Journey, and after multiple conversations with Journey employees and contractors, this issue needs more that a band aid patch, as the real issue will just continue to cause damage. Again there is testimony on their website this is not an uncommon issue, and something that have repaired for others. I would hope that Journey would stand by their work, their warranty, and customers and repair issues like this that arise and are far beyond a patch.
6.The homeowner stated the driveway damage has be fixed. No further work is required.
-----I do not agree, the driveway is not fixed, I included photos of the parts of the driveway that Journey damaged and they should be repaired. I also showed Russ the damage caused by Journey.
However, to be absolutely clear the above offer is conditioned on the following terms:
1.Regardless of the homeowners interpretation of Colorado law, we will not and do not consent to recording or taping of meetings with the homeowner.
-----This is not an "Interpretation of Colorado Law" it is the law in Colorado(and 37 other states), recording on my conversations via, phone, security cameras, voice recorders etc may be used, as it is A: legal and B: on my property. I am happy to provide Journey with the Colorado Revised Statues if their lawyers or employees do not know of or understand single party consent in Colorado.
2.This is a negotiated settlement of the outstanding issues. As such, the homeowner must refrain from any further disparagement of Journey Homes or its employees. This is a very common stipulation in settlement agreements.
-----This is another way that Journey is stating that I am not allowed to be truthful in my complaints. Nothing that I have stated is disparaging it is all truthful and accurate.
3.Any future contact with the homeowner by Journey Homes employees must be schedule through Larry B*********.
-----No one has provided me contact information for Larry.
4. The above terms and conditions will be memorialized in a settlement agreement to be signed by all parties.
----I will not sign anything where Journey refuses to allow me to exercise my rights to recording, or speech, or for truthful reviews and complaints about the Journey.
We have no interest in receiving a conversation history of any previous meetings.
I do not care that Journey does not want the conversation history I will be providing it to BBB, so that anyone that reviews BBB claims for Journey homes can clearly see that my communication with Journey has been very respectful and courteous. It will also show the length of communication and how long it has taken to get items corrected. It will show me notifying journey when work was not completed but marked as such and when they damaged my property during other work orders.
----I request that journey review the above, stand by their work, complete the open work orders and fix the damaged caused to my property during other work being completed. I will also state that anything I would sign would also need to include that Journey will repair any other damage that they cause when completing this work.

Regards,

******* *********
Customer Answer
Date: 01/18/2023
1. Thank you for the extension to confer with an attorney.
I will offer a final resolution, and if Journey does not agree than it has been determined by my counsel and myself that we will in fact proceed with arbitration.

I offer to release other work orders submitted to journey homes within the warranty period if Journey agrees to the following:

Partial payment for a 3rd party professional concrete work company to correctly complete the concrete work on my home.

After consulting a local concrete company, the driveway was not installed with the best standards, poor compaction of the foundation under the concrete and lack of rebar to support the driveway itself has cause the separation of the driveway from the patio. This separation has resulted in the pictures of the damage around the patio. According to this concrete professional, filling the patio crack with material will NOT fix this problem, as the problem is with the driveway separating from the patio.

This company has quoted me $8700 to PROPERLY fix the issue, this includes demolition, removal of materials, installation of new concrete, and an additive to protect the concrete.

As I understand that Journey has their own companies that they work with and have deals that they can cut with them on time, materials and the like, AND understanding that the protective additive is optional I am willing to pay for 20% of the cost of this resolution.

An itemized quote can be provided to the BBB and Journey if needed.

This would mean that Journey would pay out $6960. I will cover the remaining $1,740, plus taxes and fees. I would accept the monies in cash, check paid out to myself, or paid directly to this 3rd party concrete company. Using this company means that Journey would not be liable for the replacement of the driveway, they would not be held liable for other damage caused to my property, concrete, sprinklers etc, and this will allow me to insure that the work is done correctly to proper standards.

If Journey agrees to pay out the $6960, this means that I will no longer seek legal action against Journey homes for any of the warranty items which have been submitted.
To include:
Someone to paint the replaced siding.
Someone and materials to replace the 3 deck boards.
Someone to remove carpet and another to fix the squeaking floors at the top of the stairs.
Someone and materials to replace the damaged door frame, damaged by Journey during siding repair.
Someone to paint the new door frame after it has been installed.
Someone and materials to fix the two chunks of concrete which were caused by Journey during other concrete work
Someone and materials to fix the separation of the driveway to the patio.
Any follow ups from these work orders when are not completed to their entirety, replaced with damaged product, or other damage caused during these repairs.
Once paid out, Journey will no longer have to work with me on these home warranty items, they do not have to worry about scheduling repairs, hiring contractors, paying for materials, or dealing with any other potential damage that is caused and then needs to be replaced. We could then also close out this BBB complaint as resolved and we can all move on with our lives not having to spend anymore time going back and forth, or moving onto the next stage of legal action.

I am willing to reach out to another company for a comparable quote, and keep the same resolution, if this is wanted.
Rejection of this resolution will, unfortunately for all parties, result in arbitration.

Thank you all for your time,
******* *********
Business Response
Date: 01/25/2023
We are more than willing to enter into an monetary, negotiated settlement. However, addressing or reaching final terms and conditions is premature and irrelevant if the homeowner will not agree to execute a confidential settlement and release agreement. The homeowner has previously indicated he will not execute a settlement agreement and had his First Amendment rights "threatened". If the homeowner is willing to execute such an agreement then we are willing to address his offered terms.
Since the homeowner has consulted counsel he should be keenly aware that an executed settlement agreement is standard industry practice.
I am also willing to discuss this issue directly with the homeowner's counsel.
Larry B*********
General Counsel
Customer Answer
Date: 01/25/2023
Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

We would like to see what it is that Journey is offering as well as the confidential settlement and release agreement for review.

Regards,
******* *********
Business Response
Date: 01/30/2023
In the interest of reaching a resolution we offer the following rebuttal and counteroffer:
We disagree that the driveway and patio were installed incorrectly. Installation met all code requirements and industry standards including, but not limited to, compaction, material, subgrade preparation and stabilization. It is important to note installing rebar in a driveway is not industry standard nor good practice.
The opinion of another concrete contractor is irrelevant. First, the driveway and patio are poured independently of each other. They are not connected. The driveway cannot "cause" separation of the patio from the driveway. Again, installing rebar in a driveway does not remove the potential for vertical movement. Additionally, the porch is poured on a footing isolated from the driveway and other flatwork. The crack in the patio is minor and not structural. As we have documented in prior responses, the warranty expired on 12-30-21 and the first warranty request for the patio was not received until 1-30-22. This issue is outside of the warranty period.
Notwithstanding the foregoing, the homeowner certainly may choose to have the driveway and/or patio replaced. However, we will not be responsible for such decision and full expense.
We are willing and able to address all of the homeowners concerns as previously offered. Our cost would be considerably less than the homeowner's proposal of $6960. His estimate includes a significant amount of work that is not covered by the warranty and/or not necessary.
We are confident of our position in an arbitration hearing, understanding we have offered to resolve all of the outstanding, warrantable items.
As such, we counteroffer in the amount of $3000 as a full and final settlement of all issues and continuing warranty of this residence.
A draft Confidential Settlement Agreement and Release is attached for review.
Larry B*********
General Counsel
Customer Answer
Date: 01/31/2023
Complaint: ********

I am rejecting this response because:

The offer from Journey would barely make a dent in the cost to repair all of the warranty items that Journey is supposed to be fixing. The cost for Journey to have to replace the concrete they damaged, the concrete driveway/patio, the door frame damage, the flooring squeaks, the painting, the back deck, and any further damage caused by Journey far exceeds $3000. Additionally Journey would want me to stop warning future home buyers, local realtors and Mortgage Loan Officers of Journey's lack of craftsmanship, customer service, and integrity. I would rather continue to help keep others from making the mistake that I made in trusting Journey with our home build.

Also, to restate what I provided in the original complaint the concrete work was submitted INSIDE the warranty period, I have the paper work showing submission and Journey's acceptance of the warranty claim, before January, and I have in writing that my patio/driveway meets and exceeds Journey's measurement for a replacement instead of a patch.

We are also confident in our position in arbitration, between all the warranty records kept, and text conversations after home closing, as well as our recorded walk through of the initial home warranty inspection (blue tape items) and warrant conversations, AND our recorded closing which included a conversation with Bob Golba, talking about the initial quality of work concerns before closing and how Journey stands by the work they do.

Journey may revise their offer if they wish, or we will see them in arbitration.

Regards,

******* *********
Business Response
Date: 02/21/2023
Again, the estimate provided by the homeowner is well beyond our cost of repairs. We are willing and prepared to complete the repairs as previously documented.
However, if the homeowner is unwilling to enter into a Confidential Settlement Agreement and Release then there is nothing further to negotiate.
If he is willing to sign an agreement and release then we will make a last and final monetary counteroffer.
If not, then the homeowner may proceed as he determines.
We do not agree to arbitration through the BBB. The Purchase and Sale Contract is very clear as to the terms and conditions the homeowner has agreed to regarding arbitration for any and all claims, disputes and controversies between the parties relating to the construction of the residence.
Customer Answer
Date: 02/21/2023
Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Journey may make the last monetary offer and we can proceed from there. If we dont feel that it is an adequately amount for all the repairs that still need to be completed we will handle as we determine necessary.
Regards,

******* *********
Business Response
Date: 03/06/2023
We intend to make a final offer by the end of business 3/7/23.
Business Response
Date: 03/07/2023
Our counteroffer is $4500 as a full and final settlement of all issues and warranty of this residence. This amount represents a 50% increase over our last offer and exceeds our estimate of the cost of repairs.
This offer is contingent upon the owner signing a Confidential Settlement Agreement and Release.
Customer Answer
Date: 03/07/2023
Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Please send over the Confidential Settlement Agreement and Release,
Regards,

******* *********
Business Response
Date: 03/10/2023
See attached settlement agreement. Once executed and returned to us, we will make immediate payment and overnight a check to the homeowner.
Customer Answer
Date: 03/28/2023
Thank you for your patience while the document was being reviewed. The settlement agreement has been reviewed and it is determined that it is NOT in our best interest to sign this settlement agreement specifically for Clause #4. Non-Disparagement. This section is vague, provides no definition, and while Non-Disparagemnt agreements are not uncommon in settlements or employee severance cases, they are a complimentary clause to confidentiality.

We will be willing to sign this settlement agreement at the dollar amount of $4500, with clause 4 removed, or we will be willing to have our attorney rewrite clause 4 and send over to you for signing.

If Journey is unwilling to agree to this:
Journey notes they are refusing to pay for damages, to our property and for uncompleted work that was agreed to verbally and in writing.
Journey is also unwilling to complete the repairs to an acceptable standard.
Journey has refused to go to arbitration at the recommendation of the BBB.

Does Journey offer any other solution, or wish to state what they believe a reasonable final solution is.

Thank you,
*******
Business Response
Date: 03/29/2023
We will consider and review a redline of the settlement agreement.
I will be unavailable until April 20.
Customer Answer
Date: 04/12/2023
Good Morning BBB,

Attached is our redline as requested by Journey.

Thank you,
*******
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One attachment

Business Response
Date: 04/18/2023
We do not agree to the changes proposed by the homeowner to the Confidential Settlement Agreement and Release ("CSAR").
The Limited Warranty Agreement signed by the homeowner at closing expired on 12/30/21, hence the required release of any and all claims, known or unknown. The purpose of this negotiation is too resolve all issues. It is also imperative that we have a fully enforceable non-disparagement clause.
Our offer stands at a payment of $4500 and execution of the CSAR as originally presented with the typo numbering error to be corrected in paragraph 3.
Customer Answer
Date: 04/18/2023
Complaint: ********

I am rejecting this response because:
The limited warranty agreement has expired and therefore I am unable to submit any further warranty claims, this appears to be Journey attempting to release themselves from not only typical warranty issues, but also potential building defects. The purpose of this negotiation is resolve all issues, that were submitted via the warranty claim process to which Journey instructs its buyers to use. The revised "CSAR", keeps Journey on task with the issue at hand.
My wife and I will not sign a non-disparage agreement that limits our speech to such extent. If journey refuses to do the right thing then we want to be able to use our influence on social media, with contacts in the real estate industry, with friends family, our community, and my connections in local law enforcement and military. We will agree to not make knowingly false statements about Journey. If Journey is happy with the work they do and stand by their work, there should be no fear about truthful statements or video/audio that we share with others.

If Journey is willing to re-write the "CSAR" so that it is on task to the warranty claims my wife and I submitted, at the instruction of Journey, and Journey may re-write the Non-disparagement so that Journey feels it is "enforceable" while not limited the free speech that is our right. If Journey is willing to do this I will take what they come up with to our attorney, review and sign.

Our offer still stands:
Journey may complete ALL of the work that it is responsible for, to include the damage caused by Journey to our property. Which yes includes properly fixing the concrete work which we have on audio recording should be taken care of, text message conversations on this should be taken care of, and a paper trail showing Journey accepted our claim before the warranty period was over.
If Journey is unwilling to keep on task, is afraid of truthful statements, and refuses to repair the warranty items to which they are obligated to fix;
Journey notes they are refusing to pay for damages, to our property and for uncompleted work that was agreed to verbally and in writing.
Journey is also unwilling to complete the repairs to an acceptable standard.
Journey has refused to go to arbitration at the recommendation of the BBB.
Journey refuses to enter into a Settlement Agreement which does not allow all parties to maintain their free speech rights.
Journey refuses to enter into a Settlement Agreement which does not release Journey of all issues to include those outside of this BBB complaint.

Does Journey offer any other solution, or wish to state what they believe a reasonable final solution is? If not it is my request that the BBB look into lowering Journey Homes BBB Rating, with the below being Reason to do so which follows BBB's Rating Elements.

Journey has had to close 6 complaints in the last 12 months and mine is still outstanding.
Journey is not a large company and services a small area.
Journeys responded to my complaint with threats in my own home stating they want to refuse to work with me because I filed a compliant. This is not a one off as I've shown in my information given to Journey that just in my community Journey has threated others that they will have to get an attorney and take Journey to court if they want damage caused by Journey fixed.
Journey refused to attempt to resolve this complaint in a mutually beneficial way, and refused to seek arbitration at the recommendation of the BBB.
Journey has not attempted in good faith to resolve the issues in this complaint. They recognize the damage caused to my home by Journey and refuse to address them. I have shown Journey acknowledged the concrete work needing to be done was extensive and provided policy to how they handle this, to which they have not followed. I tried to negotiate where Journey can take care of just the concrete driveway relieving them responsibility for other claims and damages to which they refused. And lastly I have offered to enter a mutually beneficial settlement agreement where the sum of monies is less than half of what it would cost to fix ALL of the warranty work and damages caused by Journey, and Journey yet again is refusing.
11 complaints in 3 years and more than half in the last 12 months. It would be apparent that Journeys workmanship, craftsmanship, care for their product and their customers is no longer a priority for Journey, as these complaints are increasing.

We are not asking Journey to complete work that is not under warranty, or work that was summited outside the warranty period. We are not asking for Journey to drop everything tomorrow and fix all of our stuff now. (it has been 3 years on some of these issues). We are not asking for monies that cover all the damage and work that needs to be done, or monies for time, stress, legal.

We are simply asking Journey to do the right thing. Do the what is right by your customer, your community, and actually do what you tell your customers you do when you are selling them the home.
We ask Journey to finally resolve this complaint, in a way that takes care of your customer and benefits your business. This could be any of the options that have been provided to Journey.

Regards,
******* *********
Initial Complaint
Date:08/30/2022
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.
Faxed warranty claim on 11-2-21. All problems on claim were fixed except gap between our patio and back door that was causing exposed wood. I ended up calling a few months later. Norm (guy who works at Journey Homes) came out and looked at it and said someone would be reaching out about that. Another few months went by (I believe this was in April or May of '22). I called again and nobody responded. My husband called and nobody responded to his voicemail. I called a week later and left a message asking for someone to please call us back about it. We got an email on July 25th back from Journey Homes saying concrete should be scheduled within the next two weeks in our neighborhood. Two weeks went by and we didn't hear from anyone. I sent an email responding on Aug 8th asking someone to please come out and look at it since I believe concrete work isn't the only thing that will need done. We still haven't heard back from that email.
Business Response
Date: 09/07/2022
We have contacted the homeowner and scheduled the required repairs. We will report when the work is complete.
Initial Complaint
Date:08/29/2022
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.
We bought a new journey home in feb ‘21. Not even a year later our window well we’re rusting. We filed a warranty issue in Feb ‘22 and Journey didn’t fix the issue until July ‘22. It took Journey almost 6 months to come fix it after calling to check up twice. I had unanswered voicemails on the issue. In that time we put a concrete walkway in our yard ( we had a year to finish our backyard according to our HOA). Journey came and dug up the walkway ( they said they needed to to take the window well out) but will not replace the concrete they took out. Now we have a missing piece out of our walkway. I have contacted our warranty guy and left messages with no response. I called a higher up at Journey and the said it’s not our responsibility and they did us a “courtesy” by even replacing the window wells but had no obligation to fix the concrete. We hadn’t even made a payment on our concrete before they dug it up.
Business Response
Date: 09/07/2022
We have no knowledge of who the "higher up" is the homeowner spoke with about the window well. The information provided is too vague.
Regardless, we have contacted the homeowner and scheduled the required repairs. We will report when the work is complete.
Customer Answer
Date: 09/07/2022
Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

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

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Journey Homes LLC is BBB Accredited.