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:02/21/2024

  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.

  We purchased a model home lease back from Capstone Homes. They leased it back from us for about 2 years. Once we took ownership in September 2023, we had to conduct a walkthrough and give them a list of all the things that needed to be fixed as per our agreement. The carpet in the loft has a permanent stain from glue or gum. **** *****, the President, sent out a carpet company (**** ****** from The Land Company) to assess the carpet and he determined it could not be cleaned, it was permanently stained and it needed to be replaced. Jake offered to replace the carpet but told us we would need to move all furniture from the loft as well as be responsible for any touch ups that needed to be done should damage occur when the carpet was being installed. Keep in mind, this was a new home we purchased and we leased it back to Capstone Builders, and now we are being told we need to prep the room for the carpet when the damage occurred while Capstone rented it back from us. This was not the only thing damaged in the home. The dining room chair was broken and glued back to together and we had to fight to get a new chair. We were told that was normal wear and tear. WE want a new carpet and we should not have to lift a finger to get it. It should be all taken care of by Capstone because they were the renters when it was damaged. It is clearly stated in our lease agreement, however **** ***** is taking the position it is not his responsibility.

  

  Business Response

  Date: 02/22/2024

  ****,
  Our model homes are a terrific opportunity. We have sold, leased back and returned several model homes to buyers after we use as a display model.
  Since the models are toured and staffed by our team over the lease period we set the expectations up front that there will be normal wear and tear. If there are any specific issues that require more attention we review further and our goal is to make sure the owner is comfortable with their new home when turned over following the lease period.
  Our project management team handled this turn over which included routine conversion items, addressed several normal wear and tear concerns and additional adjustments per the owners request.
  In recent months there were two lingering issues that have been a little more complicated to address.
  It was discovered that a dining chair had a broken leg. We contacted the furniture company to assist in resolution and they offered to have the chair repaired which would be at no cost to the owner. The owner was not happy with the repair once completed so we proposed two additional options for their consideration in order to final resolve the issue. Option 1: they would keep the repaired chair and we would provide a reimbursement to the owner for the cost paid originally which was $191. Or Option 2: to replace the chair at no cost but since the exact style of chair could not be sourced by the furniture company they would have to reselect a chair that would be acceptable. They chose option two and we were glad to facilitate to resolve.
  The second issue that was discovered were a few stains in the carpet that we agree happened during our lease term. In order to address we agreed to have the carpets in the house cleaned by a professional carpet cleaning company at no expense to the owner. The carpet company cleaned the carpet but could not completely resolve some of the staining from showing the property to prospective customers. Although their attempt probably made an improvement it did not completely remove the stain. We asked the flooring professional to review the area to see if there was another recommendation to address. Their recommendation was to replace the carpet in this area to totally resolve the concern. We agreed to do this at no cost to the owner. The owner asked who would move their personal belongings and furniture in order for the flooring company to make the repair. We let them know there would be no charge for the carpet to be replaced but they would need to have the area cleared out. The owner was upset about this and believes we should be responsible to move their items and repaint all areas.
  In a message shared by the owner they stated they would be reporting us to BBB and they also shared poor reviews about our company on other forums. We are proud of every home we build and do our best to deliver exceptional service. Our company takes any customer concern seriously and do our best to set clear expectations so there are no surprises. Any work in a completed home can be disruptive and inconvenient we just need some assistance with their personal items for the flooring company to execute.
  Despite threats to post poor reviews posted about our company we feel this has been handled properly and that we have been more than fair addressing their numerous requests. We are only asking for their assistance to move their personal items and set the expectation there could be some minor touch ups as a result of the carpet work which is typical anytime items need to be moved in order to replace a small area of carpet so there are no surprises.
  We are glad to discuss further and offered to have the flooring company representative explain the entire process in detail. Since this is a second home and they are not often present at the home they said it would be many months before they would be able to allow access.
  Our team is extremely proud of their home and when we used as a display model home we always received compliments on the quality of the house. The Capstone model program is a great opportunity that we are proud to continue offering in our communities. 
  
  Thank you,
  
  Team Capstone

  Customer Answer

  Date: 02/27/2024

  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. The carpet was damaged when being leased by Capstone from us. We were promised that the house would be given to us in new condition. Our lease agreement clearly states that what is damaged must be fixed or replaced by the renter. The replacement of the carpet and reinstallation is Capstones responsibility. Replacing a carpet and reinstalling it means you must clear out the room and then replace the carpet and put the room back together the way it was leased to you. That is not what they are offering. (BTW, there are no personal belongings in the room. It only has the furniture that Capstone put in it. Not one additional thing in the room. We should not have to hire someone to move the furniture from a loft and then have them put it back. This should be done by Capstone, where were in possession of the home when the carpet was stained with gum. Gum on a carpet is not normal wear and tear. In order for this matter to be closed the carpet needs to be replaced starting from removing the furniture, tearing out the old carpet and putting down new carpet and putting the furniture back the way they found it when they rented the home. Even the carpet man who came over to look at the carpet said that the moving of the furniture is Capstone's responsibility.  Regards, Complaint ID: 21328668    

  

  Business Response

  Date: 03/05/2024

  ****,

   

  As mentioned previously we are glad to help. Unfortunately us having this area professionally cleaned did not resolve and we would like this to be addressed for you. In order to execute the repair your furniture and items would need to be moved out of the way to complete the change. The flooring company and our team does not remove or move personal items we ask the owners to handle their belongings. The flooring company can also do a patch which would be less involved but they recommend replacement to be sure there are no further concerns or issues with matching since the floors have had normal wear and tear it is not likely for a patch to have an exact match.

   

  Thank you,

   

  Team Capstone

   

• Initial Complaint

  Date:05/01/2023

  Type:Billing 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.

  My wife and I purchased our home in 2017. During our warranty time period we had water marks in our master bathroom. We made Capstone aware of this issue during the warranty time. They sent people out to fix the problem stating the issue was caused by the second floor bathroom, water dripping down from people getting in and out of the shower. We monitored the watermarks in our bathroom moving forward to be sure the issue did not get worse. During this past weekend (4/28/2023) no one used the upstairs bathroom and water was leaking into our master bathroom from the same spot where the watermarks have been. Clearly the issue is and has been roofing/siding and water has been entering from the exterior this whole time not from our second floor bathroom like Capstone had told us back in 2018. I made Capstone aware of this and they stated since we are out of warranty they will not be able to help. I have sent them all of the emails from back in 2018 when we first notice this issue and they still will not help. I am not a contractor or home builder, but I made Capstone aware of an issue that has now gotten worse, if they would have done some research or even cut open our ceiling to see where the water was actually coming from this issue could have been resolved back in 2018. Since they only decided to assume the water was coming from people getting in and out of the shower we took their word for it and now we have water leaking through our ceiling and they refuse to help. I feel this is completely unacceptable, they were made aware of a problem and they are the professionals that should have caught this during our warranty when they were made aware of the issue and they did not. I have attached my original email from April 2018 asking them to have someone come Caulk around second floor bathroom, since this is where we were told the water was coming from. It is very clear now that the water was not coming from this spot. It has and is coming from roof/siding.

  

  Business Response

  Date: 05/02/2023

  Mr. *******

  Thank you for reaching out. Our Warranty Manager will reach out to investigate further to help with your concerns. We were glad to address your concerns in 2018 it is a good thing that there have been no issues for over five years once our team responded. We will do our best to assist with your the current issue and investigate further. Although we do not provide on going maintenance through the years that is sometimes required we will be sure to investigate further and are sure you are anxious for this to be addressed. 

  Thank you,

  Team Capstone

  Customer Answer

  Date: 05/05/2023

  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.
  

  HI,

   

  I have received Capstones response and am willing to work with them.  However, I do refute their claim that there has not been an issue in 5 years.  As I told Capstone, I made them aware of the issue back in 2018 and was told then the problem was caused by my kids getting in and out of the tub and this was causing the water mark we were seeing in the master bathroom.  Capstone never opened up our ceiling in the master bathroom to be sure of this issue.  The water marks have gotten worse over the years and now water is leaking into the master bathroom in the same spot of the water mark we made Capstone aware of.  As I told Capstone, me and my wife are not builders, contractors, roofers or plumbers, we took their word back in 2018, but it is clear Capstone did not properly identify or fix the problem then.  Again I am happy to work with them, but I would like the issue resolved.

   

  Thank you,
  
  
  
  Regards,

  Complaint ID: 20004069

   

   

   

  

  Business Response

  Date: 05/24/2023

  Mr. *******

  Our warranty team investigated further and hired a professional roofing contractor to perform an inspection. They reported no issues with the roof aside from normal 5+ year wear and all to be in working condition. Our warranty program covers material and workmanship for a period of time after closing 1 year material and workmanship, 2 year mechanical and 10 year structural. At this time the only remaining warranty is the 10 year structural. There will be required routine maintenance in any home but to be sure that an issue noted during your covered period was not left unaddressed we inspected and investigated further on site. We are thankful that you reached out. Our team is always willing to clarify coverages and provide technical assistance to our customers. Should you have any further questions about your home or need any care and maintenance tips we are here to help. 

   

  Thank you,

   

  Team Capstone