Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The builder Brookfield Residential damaged my home when they cut out more than 50% of every floor joist in my master bedroom. Estimated cost to mitigate the resulting floor sagging and unacceptable deflection is $20,000. Other damages include bodily injury and loss of use. Brookfield and the administrator of their so-called warranty refuse to investigate and honor my claim for repairs.

  Business Response

  Date: 11/19/2024

  Thank you for reaching out and bringing this concern to our attention. After carefully reviewing our records, we could not locate any history of building or servicing your home. It appears this concern may have been intended for a different Brookfield Residential division.
  
  To help direct your complaint to the appropriate team, we have forwarded your message to the builder in your area. We encourage you to follow up with them for further assistance on this issue.
  
  If there are any additional concerns we can help address during this process, please dont hesitate to contact us directly.
  
  Sincerely, Brookfield Residential ***************************

• Initial Complaint

  Date:07/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last Spring we put down $7500 in ******* money on a townhome. 6 weeks later I lost my job of 29 years--unforeseen change in financial circumstance--and therefore could not gain a loan for the property. We had to cancel and they kept the money. AN unforeseen, verifiable change in financial circumstance should have prompted a refund.

  Business Response

  Date: 11/19/2024

  Thank you for reaching out and sharing your experience with us. We understand the difficulties posed by unexpected changes in personal circumstances, and we sincerely sympathize with the situation you faced.
  
  The ******* money provision in the agreement is intended to secure both parties' commitment to the transaction and cover costs incurred by Brookfield Residential in reserving and preparing the property for sale. Our contract states that, in the event of a cancellation, the ******* money may be retained by Brookfield Residential as liquidated damages. While we regret that we are unable to offer a refund, please know that this decision is in line with the contractual terms agreed upon at the time of signing.
  
  Sincerely,

  Brookfield Residential ********************** Team

  Customer Answer

  Date: 12/21/2024

   

  My official response to the business is that for a company who says they are family oriented, etc...  They only focus on the money in these situations--profit over relationships.  I am proud to say I have steered three families away from purchasing a Brookfield home and will continue to do so.  Hope the $7500 you took from my family makes the balance sheet work this year--my balance sheet is not.  

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

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

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

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

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in a townhome built by Brookfield Residential. The building contains five (5) total townhomes that all share the same roof. This building is less than a year old, still under Brookfield's warranty, and is one of five (5) identical buildings in a cluster.On the night of April 6 and 7, 2024, there was a wind storm. During this storm, one part of the roof of my building failed in the form of the concrete shingles blowing off the roof and into the street below. These shingles impacted my vehicle and another, causing damage requiring repairs by professional services.It looks as though the part of the roof that failed was faulty, as no other roofs in the other four buildings failed despite being subjected to the same wind loads. This particular roof has also had other quality escape issues requiring repair by Brookfield.I have been in contact with representatives from Brookfield since April 7, 2024. They have been unresponsive and refused to pay for the vehicle repairs. After I informed them of the damaged roof, they had a roofing contractor send me a quote for the repairs. It appears they did not understand that this building has multiple homeowners in it. After asking them about this, Brookfield said they would be repairing the roof. We are now three months from the incident and Brookfield has yet to complete the repairs, which raises further concerns regarding more damage to the building due to exposure to the elements.I would like to have the insurance deductibles of all people with damaged vehicles from this incident be paid by Brookfield, for an independent inspector to come out and inspect the quality of work and possible damage of the roof, and to have the roof repaired.

  Business Response

  Date: 11/19/2024

  Thank you for bringing this matter to our attention and allowing us the opportunity to respond, we appreciate your patience throughout this process. Brookfield Residential takes our homeowners' concerns very seriously and is committed to ensuring that each property we build meets the highest standards of quality and safety.
  
  We would like to confirm that repairs to the roof were completed on July 11th, 2024. Our team worked closely with our contractors to ensure that the necessary repairs were made to restore the integrity of the roof and address any underlying issues that may have contributed to the initial damage, and we are confident that the roofs integrity has been fully restored.
  
  Regarding the incident involving the homeowners personal vehicle, we have also reached an amicable resolution with him.
  
  Sincerely,

  Brookfield Residential Denver - Customer Care Team

  Customer Answer

  Date: 11/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a house from this builder a year ago. Naively we didn't complain about some white "dust" that was on some of the steps before the initial 30 days thinking we could clean them up or worse bringing it up during the 1 year warranty appointment. The 1-year appointment came and they didn't want to fix it. After they fixed the drywall around the stairs, I noticed the same white dust on other steps which were not there before they did the drywall fixing. All of my house was covered in drywall dust which was on itself horrible. Upon realizing the new white spots on the stairs would not disappear, I contacted the area manager about this new issue. He refused to do anything about it pointing out this was not covered by warranty. I am not asking for warranty work, I am asking them to fix the new issues caused by the carelessness of their contractor.

  Business Response

  Date: 11/19/2024

  Thank you for reaching out and bringing this concern to our attention. After carefully reviewing our records, we could not locate any history of building or servicing your home. It appears this concern may have been intended for a different Brookfield Residential division.
  
  To help direct your complaint to the appropriate team, we have forwarded your message to the builder in your area. We encourage you to follow up with them for further assistance on this issue.
  
  If there are any additional concerns we can help address during this process, please dont hesitate to contact us directly.
  
  Sincerely, Brookfield Residential Customer Care Team

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Signed a contract in February 2023 to have a new home built. Closed on home on November 1, 2023. Builder has been extremely slow in resolving punch list items. I file a warranty request on 4/13/23 when I discovered that my air conditioning was not functioning. Builder determined that no power was ever connected to the ** unit and corrected this problem however my ** still did not work. Not sure how they got an inspection approved with power to the ** unit. On 4/24 they sent a repairman who added refrigerant to the ** unit but that still did not correct the issue. They rescheduled and sent another repair on 05/04/23 who determined that the ** unit was damaged and would either be replaced or repaired. Have left numerous texts for update and was told today that they were waiting on a part which would not ship until the at least the end of May and unsure of when the ** unit would be repaired. My concern is that they are just delaying since it took me to the end of February (3 months) to resolve issues that we identified at closing. I went 3 months in the winter without heat in Master Bedroom only to find out that the builder failed to insulate the ceiling. Now that the temperatures are rising I will have no **. I would would like to better to repair timely (within the next week) or replace with a new ** unit

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 closed on a new build construction home with Brookfield on 11/22. In the final walkthrough there were several items and areas of the home that were not completed and not yet built/constructed. Brookfield promised to get everything completed in a timely manner but to date the construction of my home is still not completed and in addition to an egregious number of punch list items, there are also safety, health, and hazard issues that need addressed immediately. Brookfield has nearly stopped communicating and has not provided a clear plan to resolve the completion of the construction of my home. At this point, I would rather hire another company to complete the work in my home and have Brookfield provide a refund to cover those costs.