ComplaintsforGarrison Homes LLC

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired Garrison Homes LLC to build a custom home. We paid approx. 2 million for a custom home that was detailed in our approved architectural plans and compliant with industry and Sussex county building codes. The Certificate of Occupancy was issued on July 28, 2023. We recently confirmed that we have significant structural issues with our new home. Garrison Homes was notified on January 11, 2024 of our initial findings along with a request for information about the columns used on our home. To date, we have not received information about the front columns. We have since learned that all exterior columns used to support our roof and decks provide inadequate or no structural support. We sent Garrison Homes the details of the findings on 2-14-2023 and asked for them to address these issues asap. We are seeking the support of BBB to ensure Garrison addresses these issues quickly and in a workmanlike manner.

  

  Business response

  03/26/2024

  Sir/Madam,

       Garrison Homes prides itself on providing custom built homes using unequaled craftsmanship.   It has done so for over 20 years. Prior to filing a complaint with the BBB, Ms. *********** notified Garrison Homes of the issues with the columns on her home.  Upon notification of the issues, Garrison Homes contacted its supplier and the manufacturer to confirm the construction of the columns at issue where sufficient for the construction and met the contract terms.  In addition, Garrison Homes agreed to meet with the owner, inspect the columns, and if there is an issue, corrected it.  The parties were scheduled to meet at the property on March 11, 2024.  However, Ms. *********** requested that it be rescheduled. A new date has not been set.  It is Garrison Homes’ intent to ensure that Ms. *********** received the custom products and services she contracted for when hired us.   

  Regards 

     

  Customer response

  04/02/2024

  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. Thank you for your email and for sharing the response from Garrison Homes. The information provided from Garrison Homes about the columns is not correct. We had a full structural inspection of our home upon learning about the issues with the columns. The type of columns Garrison used and how they were installed were deemed serious structural issues to a point where those areas were identified as unsafe and unusable. Per our stamped structural report, the builder significantly deviated from our construction plans and violated many building codes. Not only were the terms of our contract not met, but our safety and the soundness of our home were jeopardized. Unfortunately, the structural inspection uncovered several other serious structural issues throughout the house in addition to the column issues. After this shocking discovery, we could not trust having the same people who created and concealed such issues to adequately fix them. We had no choice but to get all structural issues and building code violations addressed ourselves. We notified **** ******** of this on 3-26-2024. When we filed the BBB report, we requested help having the builder address the issues with the columns. The intent of our complaint has changed after learning the magnitude and vast scope of structural issues the builder created within our home. At this point, we want to warn others of Garrison’s negligent building practices. A builder that does not follow construction plans, creates significant structural issues, violates building codes and does not follow manufacturer’s installation instructions should not have a license to build homes in Delaware. Please advise how we should proceed with BBB.  Regards, Complaint ID: 21291347      

  

  Business response

  04/17/2024

  Upon receipt of Ms. *********** and Ms. **********’s letter of February 14, 2024, Garrison Homes sought clarification of the structural issues identified in the letter and exhibits.  I also contacted my supplier, who contacted the manufacturer of the columns, to better understand the potential issues.  I then requested a site visit at which myself, my supplier and the manufacturer of the columns could make a better determination of the potential issues and any necessary repairs.  A meeting was scheduled for March 11, 2024 (as I identified in my first response) but then abruptly cancelled by Ms. *********** because of a family emergency.  I followed up with her a few days later to reschedule the meeting because I was concerned due to the claims in the letter and I was told that I would not be permitted to inspect the claimed problems or attempt to repair them.  As such, there is nothing else Garrison Homes can do to try to address Ms. *********** and Ms. **********’s concerns.  If permitted Garrison Homes is ready, willing and able to do inspect the work and make any necessary repairs.us why here...

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