ComplaintsforBridgewater Homes

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were under contract on our home in 2021. Moved in march 2022, we had alot of issues with the finishes. Paint sheens spots all over the home after we moved in they had to repaint the inside of the home 6months after walk through. Hardwood floor was scratched in my places had buillder fix floor months after walk through could have been fixed before move in. we had broken tiltes and blue lines in grout which did get fixed a year later. What Bridgewater wont fix is missing grout on fireplace, door frame on pantry were strike is after being fixed many times looks like a 5 year tried to fix it. The biggest issue that Bridgewater wont fix is the front door according to the blueprints of the home the front door should swing in and to the right but it swings in and to the left. Which was deemed incorrect and a defect by bridgewater warranty and was told they would order correct door then said no they wont fix door. Door is hard to open because of the door dropping incorrectly framed for that door also the light switches are on the left side so you need to close the door before turning on lights inside the home. The front door was an upgraded item that we payed extra for and Bridgewater ordered the wrong door which is not our fault they ordered wrong. Bridgewater is going against the contact they signed. we would like Bridgewater to get the correct door and install it and leave no issues.

  Business response

  08/21/2023

  Our team will reach out to resolve the strike plate and the fireplace stone grout line. The front door swing is not a warrantable item. The swing was changed per the builders right to make modifications on site based on product availability, etc. With the supply chain issues throughout this build the handling of the door was modified by the builder which is permissible in the sales contract. 

  Customer response

  08/21/2023

  Complaint: 20498732
  
  I am rejecting this response because: 

  they are well within their right to switch the swing, but then the electrical should have been switched as well plus ductwork and doorbell. The front door was never discussed during the build like the roof shingles were discussed because of supply issues. Plus the house was going to be reversed but dug wrong the door was ordered for a reversed home which was not what was built reversed. Can we fix the electrical to the other wall and figure out why the door is not square and dropping?
  
  Regards,
  
  Keith Guddeck

  Business response

  08/22/2023

  The orientation of the house did cause issues with the door but due to the timing and supply chain delays a different swing was not able to be ordered. Our team is happy to adjust the door and make sure it is fully operable with the current swing orientation. 

  Customer response

  08/23/2023

  Complaint: 20498732
  
  I am rejecting this response because:
  When you purchase a new home, pay almost 700 thousands dollars and pay extra for a better front door. You expect a good builder to inform buyer of issues at hand not after the fact. I would like the front door replaced to the correct door according to blueprints, there is no supply issue now and i know other homes in my phase had correct doors installed same building time frame. I ask again being fair Bridgewater needs to replace the front door with correct door.
  Regards,
  
  Keith Guddeck

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bridgewater Homes provided a contractor to install an epoxy floor in our garage. The contractor they sent was angry with the company, and told us that he was no longer doing work for Bridgewater, but had to come do our job since he had already been paid. He was confrontational with us, and left our floor with paint flakes sticking up all over it. We had a contractor who was at our home for another issue tell us that the floor was not installed correctly. During our 1 year warranty walkthrough with Bridgewater Homes in January 2023, we brought this to the attention of the Bridgewater Customer Service representative. He told us that he would send over the person who was now installing epoxy floors for them to take a look at it. Bridgewater homes is now refusing to even send someone over to look at the floor. We have been told that there is nothing they are willing to do. Bridgewater needs to take responsibility for their subcontractor and at least send someone over to look at it. If it requires repair, they need to repair it. This was not our contractor - it is Bridgewater's responsibility to ensure adequate work is being completed by their subcontractors.

  Business response

  09/01/2023

  Our team reviewed this epoxy floor multiple times and it is i stalled per manufacturers recommendations. The floor will not be smooth as that is a slip hazard. All epoxy floors installed by our contractors have textured finishes. 

  Customer response

  09/01/2023

  Complaint: 20427614
  
  I am rejecting this response because:

  The Bridgewater representative that looked at our floor on two separate occasions told us that he was not an expert on epoxy floors and did not know whether the floor was installed correctly or not. This individual agreed with us that someone who is an expert in these floors should come take a look at it. We thought he would be scheduling a visit from their current installer for a review of the floor. Since the original contractor who installed the floor was so unprofessional when dealing with us, and left other aspects of the job unfinished, we are simply asking for the contractor who is now installing epoxy floors for Bridgewater Homes to inspect our floor. If this professional tells us that the floor is installed per manufacturer's recommendations, we will be satisfied. 
  
  Regards,
  
  Laurie Heistand

  Business response

  09/12/2023

  Our team is reaching out to schedule a 3rd party inspection. 

  Customer response

  09/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Laurie Heistand

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new house from Bridgewater Homes, and the sale was closed in April 2022. It is a beautiful house, but with various defects. Bridgewater Homes agreed to fix the defects through its own warranty service. The outstanding issue is the ENTIRE concrete on the front porch and driveway. I understand that in winter time, there are various technical issues that could cause small spots in small areas, but what we have is the colorful concrete with huge spots and footprints all over the places, damages on the driveway, and very rough texture outside the front door. Those are apparently defects caused by builder’s negligence. You can view the images at **************************************************. You can imagine how bad I feel each time I am driving through the driveway and walking out of the front door. Bridgewater Homes is aware of it at the very beginning. We brought it up again in the initial walkthrough on July 12th, 2022, and Kyle marked it as one of the issues to fix. We contacted Kyle and Nick from Bridgewater Homes many times since then. Nick eventually came to try a sample fix on a small portion of the front porch at the end of October. The small potation looks better after the fix. However, it cannot really cover all the dirty stuff and leave a lot of concrete mix there yet to be cleaned. Nick said he would come back, but he did not respond to my emails and phone call as of today. This is a 600K house. Bridgewater Homes, please show your responsibility to fix all the defects you created!

  Business response

  01/19/2023

  Our warranty team is working to remedy the issue with the consumer. 

  Customer response

  01/20/2023

  Complaint: ********
  
  I am rejecting this response because:

  It has been 9 months since the purchase and 6 months since the first walk through. Do we have a date when the issues can be totally resolved?
  
  Regards,
  
  **** *****

  Business response

  02/03/2023

  Our warranty team will be in contact with you to schedule. Please reach out to them directly at [email protected]. Our Customer Service team does not have the warranty team scheduling information. 

  Customer response

  02/03/2023

  Complaint: ********
  
  I am rejecting this response because:

  This is the most irresponsible response I ever heard. I am complaining your company, Bridgewater Homes, because your company did not properly address the defects for such a long time. I have been working with your warranty service trying to resolve the issue since last July. Your warranty service failed to resolve the issue and did not provide any information when/if they will resolve the issue. It is your responsibility to make sure your own warranty service team is doing the right thing to fix the problem you created. If you don't know how to handle it, please escalate the issue to your upper management, or your CEO, who may have the normal business and human consciousness. You did not fix the defects you created in the past six month. I am simply asking you to fix it now! 
  
  Regards,
  
  **** *****

  Business response

  02/27/2023

  Our Warranty Team has confirmed all warrantable issues have been resolved at this home. Any remaining concerns regarding discoloration of the concrete are from the blankets used in the winter and are not warrantable. The marks are cosmetic and not covered by the warranty program. 

  Customer response

  02/28/2023

  Complaint: ********
  
  I am rejecting this response because:

  The issues below for concrete are from the initial walkthrough. There are mainly 5 separate issues. which I marked below. I attached the document in the initial complaint.
  
  

  (1) Lots of markings in the front porch concrete and driveway. looks similar to **** and ****. (2) Also, the section closest to the step on the front porch appears to have not been floated well and has a very rough texture. (3) Lots of marking and scarring on the driveway. Some of it appears to be blanket marks which doesn't seem to make sense for the timing of it, (4) but there is also an odd scar and markings on the west side of the driveway. (5) There is a few small marks on the back patio as well.
  

  Your warranty service did came once late December last year to fix the markings in the front porch (part of issue (1)). It is not ideal, but better than before. Your warranty service did not do anything else as of today, 02/28/2023. Can you please, honestly, discuss with your warranty service, carefully review the 5 issues above, and provide a responsible response?
  
  Regards,
  
  **** *****

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home from Bridgewater and closed in October 2021. During our 1st walk through we pointed out several issues with our wood flooring including a very long scrape, gaps in the joints, squeaking due to bottom grooves being broken, trim pieces not cut to proper length and misaligned and exterior edging being extremely rough finish routed. The short exterior wall that they starting installing the wood flooring off of was not square to the house which caused the boards to end up at an unacceptable angle midway through the house. Where it meets up at the master bedroom entrance doorway as well as the top top of the stairs and along the island in the kitchen, it is obviously angled and does not meet up as it should or adhere to proper building practices. We've had over 10 site visits by either Bridgewater and Images with no solution other than to wait. We have requested it be replaced but we just get met with stalling and excuses along with a total lack of follow up. Bridgewater blames Images and Images blames Bridgewater. We were also told we needed to wait a full year of 4 seasons and to keep the humidity at a certain level in the house. It has now been over a year and the humidity level they told us to keep it at has caused moisture and freezing on the windows, along with staining on the wood sills. The humidity has been kept at the level that was advised by both Bridgewater and Images for the last year. This workmanship and customer service truly is unacceptable, extremely disappointing and a huge inconvenience.

  Business response

  01/19/2023

  Our warranty team is in communication with the consumer regarding resolution to the hardwood floors. 

  Customer response

  01/25/2023

  Complaint: ********
  
  I am rejecting this response because:
  

  They said they would fix a few issues. They had no solutions for the huge gaps in the boards in most of our flooring due to the shrinkage in their materials due to improper acclimation prior to install which cannot be fixed with a permanent solution. Their solution is to putty huge sections of our floor which they did on the original install which have failed before the first year. They have no solutions for broken squeaky boards which were broken before they were even installed. The floor was set so far out of square to the structure that one can only assume they had no knowledgeable craftsman onsite when the decision was made as to where to begin the install on day one. The problems that were created due to their decisions are not correctable without a full replacement of our floor to reflect the quality they represented in their showrooms. We have spoken to no less than six neighbors who have the same issues in their homes built by this company and they are all getting the same runaround and excuses. 
  
  *** *****

  Business response

  02/16/2023

  *****,
  
  Our team has assessed the hardwood floors in this home and came up with solutions to resolve the customer’s concerns. Hardwood is a natural material and all of our customers sign a waiver acknowledging there can be swelling and contraction based on various seasons in Colorado. The wood in the home will consistently expand and contract as humidity in the home changes. This customer needs to continue to work with our warranty team to schedule and coordinate any repairs which have been deemed necessary based on the inspections done on site.
  
  Leslie B*** *****)
  ******* ************
  

  Customer response

  02/28/2023

  To whom it may concern:
  
  We strongly reject the last response from Leslie M*** and Bridgewater Homes. Typical swelling and contraction of wood in a home is normal and I understand that from being in the residential building business for almost four decades.  The condition of our wood floor is not normal. The gaps in the floor which are visible throughout the floor have never closed. They have remained open in many places throughout five seasons of our living in our home. Requests for us to increase our in-home humidity to a level well beyond that which is recommended caused us to reach a point that damage occurred in several areas of the home. This damage was staining of window sills due to water on windows dripping onto sills and also caused large cracks in bathroom tilework on exterior walls.  None of the excessive moisture ever yielded the result that Bridgewater and their flooring contractor were hoping for.
  
  Poor quality workmanship and sub-standard or broken materials were used on our floor along with some areas of the floor not receiving the sealing protection it needed due to what we believe was either a rushed schedule and/ or poor supervision of the flooring contractor.
  
  Regards,
  
  ******* ****** *** *****

  5 Attachments
  

  
  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our new home 9/22/21. Our warranty items are not being addressed properly,. The tile was laid in our showers crooked and chippped as well as the floors and they say it’s not going to be straightened out. The grout is all mismatched on the floor tiles and spots/stains that don’t come off on the floor as well as glue and caulking smeared all over where it should not be and grout in the wood floor.

  Business response

  04/12/2022

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

  *****, 
  
  Bridgewater’s warranty team has been working diligently to resolve the concerns of the Buyers at **** *********.  There were several materials of concern which had to be ordered and will be replaced upon arrival. 
  
  Please let me know if there is anything else you need from our team.
  
  Leslie M***
  ************

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a home from Bridgewater Homes on 10/19/2021. We noted during our walkthrough on 10/12/2021 that the interior of the upstairs guest bathroom window had not been sealed and were assured that this would be completed before we moved in on 10/19/2021. Upon moving in on that date, we discovered that not only was the interior of the window not sealed, but the window had been installed incorrectly. There is a substantial gap between the sill of the bathroom tile and the frame of the window. We believe that this deficiency was caused by the installation of the window so late in the construction process. We initially reached out to Bridgewater, including Leslie Moen, one of the owners of Bridgewater Homes, in our correspondence in August 2021 because the window had not yet been installed. The drywall and the tile were complete and there was no window. When we moved into the home we found that not only was the interior of the window not sealed, but there was also a gap letting air in. We notified Bridgewater employees immediately. Two days later, another Bridgewater employee reached out to me on an unrelated matter, and I told him about the construction defect. I then emailed Leslie Moen on 10/25/2021. I have received no response from her. No effort has been made on the part of Bridgewater Homes to schedule this repair. No effort has been made to meet to discuss this issue and determine a path forward by Bridgewater Homes.

  Customer response

  11/19/2021

  Hello,
  
  My complaint was resolved - sort of. The sill and the gap in the window was repaired. Window installation is a nightmare and have had 2 contractors tell us that. Bridgewater refuses to come inspect it.
  
  We will be writing a review on the BBB website next. People need to know who they are dealing with.
  
  Thank you,
  
  ****** ********

*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. ↩