ComplaintsforAurora Homes

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aurora Homes hired a plumber who did not install our plumbing correctly and caused a major leak in our main bathroom and main bedroom closet

  

  Business response

  04/02/2024

  When notified of this issue, began working immediately with the ******** to handle the situation.  This include on-site visits with Aurora Homes personnel and the plumber.

  The materials that were removed (to allow for the photos included in the complaint) were removed by Aurora Homes.

  Later in the process, the ******** became dissatisfied with our response and filed a claim with their homeowner's insurance.

  The ******** are certainly within their right to manage their home as they wish, but our limited warranty covers our repairs of any issues.  We don't reimburse a homeowner who chooses to manage the repairs apart from us.

  We haven't heard from the ******** in almost a year except when they reached out to see if we would supply replacement tile for their house.  This was something that we had ordered in anticipation of the repair, and despite the fact that we weren't involved in the repair at the time, we supplied the tile at no charge to the ********.

  Aurora Homes did more than a good faith effort to make these repairs and stand behind out home.

   

  Customer response

  04/11/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Good Afternoon, This email is regarding my complaint number 21513217 against Aurora Homes. ***** the owner of Aurora Homes sent the below response and I would like to respond to said response. First – it hasn’t been a year since we last communicated with ***** the owner of Aurora Homes. ***** did not begin working immediately on the damage. Yes, the builder sent in his plumber to stop the leaks and to turn off the water to the main bathroom. However, it took several weeks of phone calls and emails to have any work begin. The builder nor the builders construction crew did not do any work. The work that was performed was by the plumbers helper which was not a mold person, tile person or framing person. The mold issue was completely ignored and was never rectified by the builder. The plumber’s helper continued to spray bleach of which I am very allergic and informed the plumbers helper and the builder of my issues with mold. Every time the plumbers helper removed tile more and more mold was exposed. The builder suggested to allow the mold to dry out. This is not nor ever shall be the result of a severe mold issues. My husband and I hired a mold inspector of which we paid approximately $500.00 or more to preform the test. We sent the builder said testing and he ignored the issue, ***** the owner of Aurora homes continued to state the mold needed to dry out. My husband and I were forced to leave our main bedroom, and remove all of our personal belongings and slept in our guest room due to the unsafe mold conditions. We found the severe leak in our main bedroom closet and a severe mold issue in March of 2023 as we had no appropriate response from the builder by June of 2023 we had no choice but to contact our home owners insurance. We filed a claim in June with our homeowners insurance, which was three months of back and forth emails from the builder as he would not address the mold or send the appropriate contactors to address our severe water damage and mold problem. Our entire bathroom was demolished down to the flooring rafters and studs around the entire shower. The entire reconstruction from the date of discovery on or about March 31, 2023 the bathroom completed of mold removal and bathroom completion ended on November 23, 2023. This was eight months of no main bathroom, or main bedroom occupancy. We paid this builder over $400,000.00 to build a custom home only after living in our home for 15 months we could no longer use a good portion of our home due to the plumbers mistake which led to severe water damage in the main bathroom and main bedroom closest as well as severe mold growth. We feel the builder owes us money in the amount of $10,000.00 for the aggravation of his plumbers mistake, *****’s lack of consideration and lack of his involvement correcting the issue. Not being able to use our main bedroom, main closet or main bathroom for several months, and due to his lack of response we had no other choice but to file a claim with our homeowners insurance. As we filed a claim with our homeowners insurance we may see a large increase to our yearly homeowners invoice. We would like our complaint to stay on the Better Business Site to inform future clients of what occurred to us.  Regards, Complaint ID: 21513217      

  

  Business response

  04/17/2024

  Respectfully, we disagree with much of what is alleged.
  The pictures sent by Mrs. ******** show that the drywall, tile, and other items were removed- this work was done by Aurora Homes.
  ***** ****** tried to personally go and meet on site, but that meeting was delayed because the owners were on vacation in the Caribbean.
  In April we had on on-site meeting at the home to come up with a plan to address the issues. A copy of the email summarizing and confirming the meeting- in their home- is attached.
  The truth is that we worked with the clients for over a month before they filed a claim with their homeowner’s insurance.  At that point, we were removed from the process.  Somehow now we are being accused of “completely ignoring” the issue.
  Our last correspondence regarding the scheduling or repairs was 5/26/2023.  They email indicating that they would let us know when we could start work again is also attached.  We never heard back from the ******** on this matter until we were notified of a BBB complaint.
  This isn’t the first demand for compensation from the ********.  Very early on in the process, they demanded financial compensation.  Last time they wanted money, they wanted $15,000.  Now they want $10,000.
  I was not able to upload the Purchase Agreement signed for the home dated 9/12/2020.  Paragraph One of the Agreement states (in part, in all capitals), “THE OBLIGATIONS OF BUILDER ARE LIMITED SOLELY TO THE REPAIR OR REPLACEMENT OF THE DEFECTIVE COMPONENT AND DO NOT EXTEND TO ANY HARM RESULTING THEREBY OR THEREFROM.  THE BUILDER SHALL NOT BE LIABLE FOR ANY CONSEQUENTIAL DAMAGES OR PERSONAL INJURIES ARISING FROM THE BEREACH OF ANY OF THE LIMITED WARRANTIES DESCRIBED IN THIS AGREEMENT.”
  We are very sorry for the issue they had in their home.  We feel as though we were responsive and taking care of the issue.  The ******** made decisions about how they wanted the items addressed, and we respect that.
  Candidly, the idea that we were unresponsive and unwilling to correct the issue has no basis in fact.
  We stand by our homes at Aurora Homes.  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a new house built by these builders about two years ago. Since then there has nothing been done warranty wise, furthermore, there is water that is coming into the crawl space leading to mold. Multiple attemps have been made to have the warranty items taken care of by this builder with no response.

  

  Business response

  11/29/2022

  We don't believe Mr. ******'s statement to be an accurate statement of the facts.

  Regarding the "mold" in the crawlspace, we attempted, at our expense, to have Mr. ******'s crawlspace encapsulated.  We were not allowed to access the property to perform the work.  This was in the fall of 2021.

  Regarding the outstanding warranty items, our records indicate that we most recently performed work at Mr. ******'s house on 7/22/21, 8/25/21, 9/6/21, and 9/7/21.  These are only represenative of the attention Mr. ****** has received from Aurora Homes.

  We have repeatedly tried to address Mr. ******s concerns, and we believe that a great many of them have been addressed.  We even went so far as to offer to purchase the home back from Mr. ****** in the Spring of 2022.

   

  Customer response

  12/08/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 18476065

   

   

   

*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. ↩