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Complaint Details
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Initial Complaint
10/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchase: 11/27/23 NEW home/condo @ ***** ******* ***** ***** **** ** from Schell Brothers Purchase price, without transfer tax and closing costs, $800k for 2100 sf. Home included $200k in upgrades, including upgraded flooring. House/Condo comes with Schell warranties. In February of 2024 wood flooring in foyer and study showed unsightly gap. Notified Schell, they came out with flooring company. Flooring company said that it has to do with humidity and that gap will close in July or August. Keep in mind that the gap is directly above the piling of the home, hence the flooring company may be correct because you can feel the elevation in the flooring under your feet when you stand on the gap. Settlement issues are more than conceivable. I contacted Schell via Heartbeat, no other way to contact them, stating this is unacceptable, a new home and owner should not have live with gaps 7/8 months out of the year, and possibly every year due seasonal lack of humidity, At this point Schell tried closing the issue, I kept it alive due to the flooring warranty expiring on 11/2024. At this point, I was traveling 4 hours, one way, from my home in NJ to DE at least 2 times per month just to meet with Schell's repair people, the home had many other issues not disclosed herein. Subsequently, Schell came back 2 more times stating that under the home shims were causing the issue, so they, on 2 separate occasions, removed shims. I met with the Schell advisor, ******, on the 8/23/24 (highest humidity point) and the flooring still remains with noticeable gaps in the foyer and study. ****** agreed, removing shims did not work and promised to get it corrected. Meanwhile, this is holding the sale of the home, the problems in the home has caused stress, anxiety and now medical problems. Schell change advisors again, 4th time, it's not ****. **** said he would review/take care of all issues, and today, 10/10/24, I just received a Heartbeat email statigs the flooring issue is closed.
Business response
10/14/2024
Thank you for the opportunity to respond to this concern. Schell Brothers has scheduled another evaluation with the homeowner to review the gapping, and will work directly with the homeowner to help address the concern.
Thank you,
Schell Brothers
Customer response
10/17/2024
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.
Regards,Complaint ID: 22412011
Response to complaint ID: 22412011
I thank the BBB for their involvement in the aforementioned complaint, as it has called attention to this long drawn out issue. Schell has responded via phone call to set up an appointment to meet at the home on October 22nd 2024. I do not disagree with Schell response to this complaint, but due to the historical delay and inaction, I cannot comfortably allow this complaint to close. It will require additional time to determine the root cause of the floor gap, as well as the time required to mechanically resolve the issue. I will meet with Schell, any and all Schell's representatives, on October 22nd in attempt at resolution, and I am very hopeful that the flooring issue will be resolved.
Please note that I am willing to update to the BBB as we progress.
Thank you,
Business response
10/24/2024
Thank you for the opportunity to respond to this concern.
Schell Brothers has met with the homeowner, and we are working together with the homeowner to resolve the flooring gap concern.
Thank you,
Schell Brothers
Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased Schell Brothers home 2/2020. HVAC unit has started to lean towards home as ground underneath HVAC is washing away. Water pools around HVAC and foundation. Proper drainage system wasn’t installed to move rain water away from home. Have contacted Schell regarding issues. Refused to send someone out to do an assessment or repair. Was told it’s now homeowners responsibility. I do not see this issue with surrounding homes. Obviously installation was done correctly.Business response
08/01/2024
Hi, thank you for allowing Schell Brothers to respond to this concern. Schell Brothers will evaluate the concern directly with the homeowner to determine the best course of action moving forward.
Thank you,
Schell Brothers
Customer response
08/06/2024
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.
Regards,Complaint ID: 22026688
Initial Complaint
04/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contracted with Schell for a home with a fireplace with a stone facade. During my walk thru the fireplace was not completed and was noted as an open item. Settlement was delayed more than a week pending the fireplace completion; the fireplace presented was incorrect, the Schell construction manager admitted it was a Schell error and said the error would be corrected. As I was making the 5 hr drive to my final walkthrough and settlement appointment, I received a picture of what Schell presented as the corrected fireplace. It was unacceptable, stones incorrect size, grout differing colors, and hearth off plane to the firebox. I was encouraged to move forward with settlement and was advised by the Schell identified attorney that Schell was a reputable firm and would make good on their promise to deliver a quality product. Almost 6 mos. has passed since settlement and I still am struggling to get a fireplace that is acceptable. The past 6 mos have been filled with challenges - including no-shows for appts, appt set then advised the day was to be started that they do not have required materials, team sent to my home on a Saturday and when Schell was needed to provide direction no one available for consult so no work accomplished, rework completed that was not as agreed to; 6 mos after settlement and my fireplace is not as contracted. This situation negatively impacts my ability to unpack my home as the work to be done is a dirt generating project. Per the Schell process the only means of communication is through Heartbeat, many messages left with no answer and I am unable to elevate. A week ago the fireplace was updated on Heartbeat as being closed; I never signed off on the project, nor accepted the results, and the construction manager was never on site to assess the results from the last attempt to repair. Heartbeat does not allow me to not accept this as being closed. I want the fireplace that I contracted Schell to deliver.Business response
04/15/2024
Thank you for the opportunity to respond to this concern. The Construction Manager has evaluated the latest raised concern from the homeowner, and the Stone vendor will make the necessary adjustments requested by the homeowner. The Stone vendor will need to evaluate the scope of work once more, then schedule the repair work with the homeowner directly.
Thank you,
Schell Brothers
Customer response
04/18/2024
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 construction manager did review the fireplace and recognized and admitted it was not correct 1+ weeks ago. I have received no further updates or communication since then. I contracted with Schell to delivery a quality fireplace; although I recognize that they engage skilled trades to complete some of the work, I look to Schell to coordinate with the Stone company to satisfactorily complete this project. And I also look to Schell to address this ASAP as this is now six months after settlement. Regards, Complaint ID: 21532081Business response
04/26/2024
Thank you for the opportunity to respond to this raised concern.
Schell Brothers has been in contact with the homeowner, and work is set for May 13th to perform the necessary repairs to the fireplace. This has been agreed by both the builder and homeowner. We are working with the homeowner to help satisfy the request.
Thank you,
Schell Brothers
Initial Complaint
12/08/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a home in Marsh Island, on lot *** **** ****. I selected this lot for the view. I was never shown any plans that would reflect what the developer now installed. I was told upon purchasing this lot, the lot would be an OPEN lot. I paid a premium for this lot. The developer yesterday installed several large trees, possibly Birch trees. These Trees are 20-25 ft in height. This will now impede my pond view. I elected to have a screen patio and upper deck on the rear of my home, so I could enjoy the pond view. This is now blocked with these large trees. This issue was brought up to the developer. He ignores it.Business response
12/21/2023
Thank you for the opportunity to respond to this concern.
The site and landscaping plan has not deviated from the original plan set from 2021. These trees were located on the site plan and has been approved for installation. The home has a side view of the pond, and these trees will enlighten the view and area of the development. The builder does not have control over the removal of "off-Lot" trees, located in the common areas of the community. If the homeowner decides to further discuss this raised concern, we recommend they contact their Property Managment company to discuss.
Thank you,
Schell Brothers
Customer response
12/27/2023
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. I was provided 2 maps reflecting what they call the Site plan. Neither of these maps show this number of trees and in these locations. I attempted to contact the property management company and they said they have no control, this is a Developer issue. They referred me to Schell who is the Developer. I am open to speaking with Schell Rep to show him what I was provided. This has occurred in several areas of the community. I am only concerned with my obstructed view. Regards, Complaint ID: 20980078Business response
02/22/2024
Thank you for allowing Schell Brothers to respond to this concern. At this time, we request that the homeowner contact their HOA President to discuss the next steps. The Developer has worked out a possible solution for the community landscaping plan, to provide guidance on these raised concerns.
Thank you,
Schell Brothers
Initial Complaint
10/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Schell brothers has failed to deliver upon their promises at closing. We closed in February of 2023 and as of this writing in October we still have 2 broken/incorrect windows that they’ve not replaced. We have known structural issues with our screened in porch and leaning stairs off the back of the house that are a major safety hazard for my family, namely pregnant wife. Schell brothers has provided lip service to scheduling repairs and has yet to demonstrate a reasonable effort to deliver the quality product they ‘sold’ us on.Business response
10/12/2023
Thank you for the opportunity to respond to this concern.
In reference to the following concerns, the windows have been ordered, upon arrival, they will be scheduled for installation. The Schell team is working directly with the homeowner with the remaining items and will continue to do so until they are completed.
Thank you,
Schell Brothers
Customer response
10/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.
Regards,
Complaint ID: 20709386
Initial Complaint
07/14/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
We closed on our home 12/28/22 and contracted with Schell for a 2-season courtyard planting in the amount of $2,723.00; see attached. When we closed there were plants in the courtyard beds, but they did not survive the winter. At closing we were advised that they will be replaced in the spring, and we would have 2 seasonal plantings as per our contract. We contacted Schell on several occasions, and they were very unfamiliar with the plantings. It took several occasions until they provided the name of the landscaper that they subcontracted to RSC Landscaping. When I contacted RSC that had no information on this. After several calls to them they advised that in May 2023 they would come out and replace any plants that died on behalf of Schell. This is not completed, and I get the run around when I tried to resolve the matter. In addition, I have contacted Schell via email and their Heartbeat portal, and I am constantly told that RSC will contact me. It has been 7 months, and no one has addressed this issue. Most recently Schell’s email response from their representative **** ***** **** ***** Good morning! I am relaying what management has told me. I was not given any approval to move forward with reimbursement. Management has communicated with RSC to offer you future plantings in equivalent value to the second planting that was missed. In the meantime, we were forced to hire another landscaper and have them do the work. I have left numerous messages at Schell to have **** ***** or ***** ******** call me regarding this but as of today no one has returned my calls. When we call Schell, we get a third-party answering service and are unable to contact anyone directly. We are looking to be reimbursed the entire amount of $2,723.00 for the 2-season planting. This amount was paid directly to Schell and rolled into the purchase price of the house. We have no contract with RSC.Business response
07/19/2023
Thank you for opportunity to respond to this concern.
We have discussed this situation with the homeowner, and have agreed since the first season planting was installed, but not the second season, Schell Brothers will be reimbursing the homeowner for the second season planting.
Thank you,
Schell Brothers
Customer response
07/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. I am waiting for the check.
Regards,
Complaint ID: 20321503
Initial Complaint
09/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Schell Brothers is negligent with cables during next door construction. Schell has cut my internet cable twice since I moved a little over 2 months ago. Their response is that they have no control over what Verizon does but it is Schell who is negligent and cuts the cable while doing construction. I work from home and every time I have to spend hours with Verizon on the phone to have someone come and replace the cable 3 days later. It has impacted my ability to work 6 days so far and I have only been in the new house a little over 2 months.Business response
09/19/2022
Good afternoon, thank you for the opportunity to respond.
We truly understand and can appreciate the frustration that this can place on a homeowner, and we will continue to monitor our Trades and work on protecting above ground wires during construction. The homeowner had some positive ideas to help us minimize this, which we thank her for the input, and will work on implementing these ideas for future homeowners. Verizon was able to repair the line, and is on schedule to install the new line underground shortly.
Thank you,
Schell Brothers.
Customer response
09/22/2022
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.
Schell Brothers apologized for my inconvenience after I spent hours on the phone with the cable company to come and repair the cable for the third time. Verizon came and repaired the cable a second time on Saturday September 17th (3 days after Schell Brothers accidentally cut the cable). Today (September 22) Schell Brother's construction cut the cable AGAIN! (third time).Once again, the cable company can't repair the cable until Sunday 25th (another 3 days). I currently don't have internet and this situation continues to be unacceptable. For the third time in less than 3 months, Schell's negligence accidentally cuts my internet cable at the construction site. Schell's construction is not going to be finished for several months. I can't continue to spend hours with the cable company to come and repair the cable every time Schell cuts my cable. This is impacting the ability to work from home for both, my husband and I (now a total of 9 days since we moved less than 3 months ago).
Regards,Complaint ID: 18026233
Initial Complaint
07/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We began, at the direction of our builder, filing a claim with Allura Siding Company OVER ONE YEAR AGO, only to find out that we are now being forced to be part of a Class Action Settlement...yet, there are homes in our neighborhood that continue to get NEW SIDING on their homes...We have asked Schell NUMEROUS times why this so...nothing...no comment at all from Schell Brothers. We have over one year's worth of emails beginning May 2021...are all of these necessary to send? We are sick of the 'passing the buck' from the builder. Please help us get this resolved. The siding is defective (that is why so many homes have already received new siding) and there is no excuse why we are being forced to be part of a settlement that MAY take YEARS to resolve. Please help us. See attachmentsBusiness response
07/18/2022
Thank you for the opportunity to respond.
We recognize working with the manufacture of a product can be difficult at times, but we do need our homeowners to go through the process of filing a claim if they have a defective product. Schell Brothers did not manufacture the product, but installed it. If the product is defective, the homeowner has an obligation to file a claim. Once a homeowner goes through the process, we have no concerns assisting the homeowner, but we need for the homeowner to help in this process.
Thank you,
Schell Brothers
Customer response
07/20/2022
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.
I will be requesting an in-person meeting with a representative of Schell Brothers. They have YET to answer why we are being forced to deal with a CLASS ACTION LAWSUIT regarding the siding when there are homes in the neighborhood who currently continue to have new siding installed.
Regards,Peter & Eileen Weber
Complaint ID: 17514830
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14 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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