Complaints

This profile includes complaints for Christopher Alan Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Christopher Alan Homes

  Fort Myers, FL 33966-4725

• 

  Christopher Alan Homes

  4635 Coronado Pkwy STE 2 Cape Coral, FL 33904-8809

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:03/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  1) DELAYED WARRANTY SERVICE FOR A/C AND WINDOW ISSUES- Repeatedly contacted home builder regarding problems/concerns with a/c system and impact windows. Response has been slow and still unresolved.2) FAILURE TO ADDRESS ONGOING MOISTURE ISSUES-Excess condensation on interior windows during lower temperatures. Appears to be result of poor internal humidity control. Reported several times, photos provided, all recommendations implemented with no improvement.3)THERMOSTAT FAILS TO CONTROL HUMIDITY & A/C CYCLING OFTEN Thermostat does not properly regulate humidity levels and builder refused to replace thermostat which contributes to condensation build up and has not had a/c cycling evaluated.4) POTENTIAL HEALTH AND SAFETY HAZARD Internal moisture problem creates an environment conducive to mold and mildew growth, posing health risk to the household. The builder has refused to continue to investigate and remedy this issue.

  Business Response

  Date: 03/14/2025

  Dear *****,
  
  Together with our trade partners, Christopher Alan Homes has performed an inspection of your windows,insulation, and air conditioning system. The condensation you are experiencing is typical when the weather changes and the **** system is not in use.
  
  The correspondence dated December 2,  2024, shows that the thermostat was turned to 76 degrees for cooling and the indoor temperature was 72 degrees. The home is very well insulated and so, with the current settings, the system will remain off until the temperature inside reaches 76 degrees. Since the indoor temperature was 72 degrees,  setting the air conditioning to 71 degrees or the heating to 73 degrees would have switched on the system. The system works only when the set temperature is exceeded. When the system is operating, it is quite effective at removing humidity from the air.
  Although your email stated that it was being set to 75 degrees for cooling, it was set to 76 degrees, as shown in the photograph. Also, we have the temperature in the ********** area for December 2,  2024. The outdoor temperature did not exceed 71 degrees. Your thermostat settings were within the desired range and therefore the system did not operate throughout the day.
  
  As explained in our previous communications, moisture is released into the air during daily activities. Showering, cooking, and flushing the toilets raise the level of humidity in the house. This humidity can be removed by turning on the system. However, if you decide not to use the system and the outdoor humidity is less than 55%, then cracking a window will also help lower the indoor humidity. 
  
  We have called our team to your property, as well as trade partners, and provided all the information required to help you with the humidity issue. We kindly ask you to implement our recommendations on Sunday night and Monday as the weather report predicts a low of 49 degrees and a high of 75 degrees. Therefore, if your thermostat is still at 76, the system will remain off and your windows will have condensation.
  
  *** has exceeded our contractual obligations and considers this matter closed.  

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23060498
  
  I am rejecting this response because it  is not complete. You referenced the thermostat settings and recommendations you provided on 12/2/2024.  

  As  you are aware and did not mention in your response, since 12/2/2024 there has been numerous communications from us stating ALL your  recommendations were implemented which did not correct the issue.  In addition to your recommendations, 2 dehumidifiers were purchased and placed in the home.  Again the excessive condensation continued to occur during the lower temperatures. Even one of your trade partners and a *** representative agreed with our assessment that the A/C needed to be checked and the thermostat was not functioning well enough to address the situation. There were several requests to at least have the A/C company (Calossa Cooling) come and check the A/C to determine if it was cycling to frequently and evaluate the thermostat. Both CAH and Calossa Cooling refused ...thus leaving the  new homeowner with an inadequate system. 

  It is unfortunate, these minimal requests would not be honored by CAH.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/26/2025

  Dear *****,
  
  We have contacted Caloosa Cooling regarding your HVAC system. They confirmed that your unit was operating according to the manufacturer's specifications as of September 24, 2024.However, they did mention that you hadnt taken advantage of their complimentary maintenance service, which is recommended for optimal performance.
  
  As a goodwill gesture, we have arranged for a third-party engineer from *************** to conduct an inspection of your HVAC and windows. They will be visiting your home on Tuesday, April 1, 2025 at 11:00 a.m. to perform the necessary tests and ensure everything is functioning properly.

  
  We hope this effort demonstrates our commitment to your satisfaction and the performance of your HVAC system.

  
  Thank you. 

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the proposed action to evaluate the A/C system is acceptable.  We will need to reschedule the date as we are not available that week.  

  Also to CAH regarding Caloosa ******* and the A/C concerns: we contacted Caloosa 2 times and CAH customer  service 2 times to ask Calista ******* to check the system. Both. parties told us they would get back with us and never did. The requests were made during the Warranty period. We were never offered or set up for preventative maintenance or  a system check. You can verify this through phone records and emails, the most recent email  being sent to CAH on 3/4/25.  This lead to the complaint. We look forward to having the third party evaluate the system. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/22/2025

  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.

  Besides coming into our lawn to build, your sprinklers were washing out my water system. Then when the painters came in, used my water and dumped their paint all over my lawn. They have but nothing but a disgrace building next to us. They park in front of our house , use MY water. **** a disgrace.

  Business Response

  Date: 01/27/2025

  Thank you for taking the time to speak with our VP of Construction last week.  The irrigation head has been adjusted so it should no longer hit your yard or home.  Should anything further be needed, please contact our office at ************.

  Thank you!

• Initial Complaint

  Date:12/17/2024

  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.

  Purchased a Christopher **** home in August of 2023. The transaction was a nightmare from the jump. The list of issues is too long to list, but let's say they have a quality control problem with their contractors. The pre-move in walkthrough produced a punch list that they argued every step of the way. They painted all the door hinges in the entire house. When I pointed it out, the answer was that is how our painter does it. I stated I am supposed to have brushed nickel hardware. The response was that they didn't think the painter would come back to scrub hinges. Ummmmmm, you need to replace them. The painting was amateur at best. Cut lines onto the ceiling, all over door frames, missed spots all over the place, etc. I had landscape and grade issues, facia issues, broken pavers all over the driveway (that has already sunk in areas) and sidewalk, the lawn was to my knees for the walkthrough, a big ole bump in the ceiling drywall (customer service told me if I expected the fix to come out flat, my expectations were too high).The craftsmanship and quality at CAH is subpar and they are full of excuses. I had to chase them down constantly to get anything from that punch list completed. My neighbor warned me after I moved in that I would need to be an absolute pest to get anything on that list fixed properly. After I stopped pestering them on a regular basis, they just disappeared. It is now December of 2024 and they have not even finished the initial punch list from the walkthrough. I have been in the house for 16 months and have been just cast away by this builder. I am done pestering them to come over and complete their fixes. BUYER BEWARE! This builder has serious problems with quality control, customer service, follow up and pretty much anything other than taking your money. I have a PILE of photos and videos of their shortcomings. They would be quite embarrassing to post online.

  Business Response

  Date: 12/27/2024

  Mr. ******,

  We are sorry to learn of your continued dissatisfaction with your home.  Your warranty expired in August 2024, the last communication we received from you was in September 2024 - until now, three months later.

  We have extensive documentation that we have gone above and beyond the scope of work covered in your warranty (signed documents provided).  For instance, we have replaced sod three times when sod is not a warrantable item.  We have attempted to educate you about the concerns with your grading and how the vacant lots next door can impact the drainage resulting in the excessive rainwater collected in the culverts in your yard, which is exactly what they're designed to do, as mandated by the County.  Items that should have been under the homeowner's resposibility have been addressed by our team and our vendors as a courtesy - acts made in good faith on our part to improve your home ownership experience.

  We are a production home builder that has proven it stands behind the homes we deliver.  We carefully choose sub-contractors that do the same.

  We thank you for the opportunity to serve you and wish you all the best.  Thank you!

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22697734
  
  I am rejecting this response because:

  False that I contacted them after my warranty was up. When I took delivery of the house I was told *** would reach out in the 11th month for a final walk. Stated they would address settling cracks but not paint them. Cool, but they never called to schedule it. I reached out myself with 2 weeks left on my warranty and was told that I was supposed to call them IF I wanted an 11 month walkthrough. Again, the day I stopped pestering the daylights out of them, they disappeared. Its not my job to complete your work or ****** you into completing it. The 2nd to last time I called to ******, you literally asked me what was left to do. Ummmmm, thats your job to know that, but I told you anyway. Bottom line is you did not deliver on your end of this deal. You obviously do not check your contractors work before their final payment. I have an email from your company that if the standing/sometimes running like a river over and under my driveway water damages the driveway that youd fix it even past warranty. ***, the culvert HAS BEEN an issue. It still holds water when everyone else has dried out. Thats not how it is supposed to work regardless of your response. Let me know where youd like me to send that email and come on over to inspect. More excuses were expected so no surprise here. Its now my fault that you built me a subpar new construction home. I have a ton of pics, I have a few videos and I have more emails from your company to prove the facts. They dont line up with your response. The public needs to know what to expect from ***. Id be glad to let them know! 
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 01/03/2025

  Mr. *******
  
  We apologize for any confusion. *** exceeds warranty standards by offering a 11-month drywall patch service. We do not offer an 11-month final walk, as we intend on correcting any issues as they may arise.
  
  Please refer to the snapshot provided (attached) regarding the onetime drywall courtesy.
  
  Please note that during previous drywall repairs and other paint related service requested, the painter was sent several times during warranty.  
  
  The culvert was built to plan and passed inspection; however, these items do require maintenance.
  
  The limited warranty on your home expired on August 15, 2024. We have completed courtesies for you, outside of our contractual obligations with hopes you would be satisfied. We apologize that our many efforts failed to meet your expectations. 

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 22697734
  
  I am rejecting this response because: At the 11 month whatever youd like to call it drywall settling cracks walk with ****, I only pointed out areas that were to be addressed by painting touch up that was taped (marked), where the tape was removed but the touch up was not actually done. Reference the email from Caitlyn ****** send 2 people and theyll be here all day to take care of where sloppy and missed. I had 1 person for about 2 1/2 hours and not all issues were addressed. The attached photo was thought to be a painting issue marked thats actually a nail blown through the side of the trim and painted over. Id prefer not to really go back and forth. You simply did not deliver on delivering a new construction home with professional quality finish work on the interior. Could have been made right but simply wasnt. The exterior is beautiful in regard to stucco and exterior painting. Those contractors should get a bonus. Might be the smoothest best textured stucco in the neighborhood. Interior work, not so much. 
  
  Sincerely,
  
  *** ******
  
  

• Initial Complaint

  Date:10/22/2024

  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.

  One of the main selling points of the *** I purchased in 2023 in ********* was having a Preserve as my backyard view. I asked multiple times, and the sales representative confirmed every time, that nothing would ever be built behind the lot; that it was "protected land." (A number of neighbors were told the same thing.) So, I paid an additional $3K for that quiet enjoyment. One year later, my view is the construction of a 4-lane road. Most of the trees are gone and the traffic noise from bordering roads plus the construction six days a week, is leaving me no choice but to sell. The city/county sent a postcard about a hearing taking place before construction started but it arrived after the hearing *********, CAH's practice of not allowing future homeowners to view the *** documents until AFTER the walk-through is another issue. Before the home was finished I asked to see the docs; the answer was "No, we don't allow that." I wanted to know the requirements for installing a fence. I was given one of those pages along with an "I'm not supposed to give this to you" disclaimer.Finally, shotty workmanship such as uneven floors, unfinished spaces (see picture), areas of sloppy painting, doors that are either crooked or don't close properly, and the lock on the interior garage door is backwards. Instead of lefty-loosy it's lefty-lock. Other things too that just don't make any sense or weren't "allowed" on the walk-through fix-it list.I've been ripped off and duped, and will take a huge loss selling the place. Buyer beware when it comes to Christopher Alan Homes.

  Business Response

  Date: 10/25/2024

  Mrs. **************** selected a beautiful homesite with some preserve-like trees on the banks of a canal that runs parallel along your back property line, more trees along the other side of the canal, and county-owned land beyond that.  When you signed your purchase agreement in September 2022, it was explained that Charlotte County owns the land on the other side of the canal and beyond, which includes *********************************    We explained that, according to ******************,the developer of *********, there were no plans for the County to develop that area, but we never guaranteed that it would remain that way.  How could we make such claims when we do not have an ownership interest in that land, or any say in what the County chooses to do with it?  We hope you understand that Christopher Alan Homes has no bearing on the decisions to expand Flamingo Blvd from two traffic lanes to four.
  
  Change can be significantly difficult to accept for many of us when it impacts our homes.  We empathize with how it must feel to have your scenery change seemingly overnight when such a short time ago there were no plans in place to disrupt your area of quiet enjoyment.  Furthermore, the housing market has shifted and homes in your immediate vicinity are selling for over 20% less than what was paid at the time you closed.  Again,we empathize with the economic impact this has on your investment.  As homebuilders, and homeowners ourselves, we wish for markets that offer sustainable growth on ALL our investments;unfortunately, that is not always the case.
  
  It was disappointing to receive your claim of shotty workmanship.  You closed on your home in February 2023.  Between then and January 2024, we received requests for warranty work on your home.  According to our records, our ************* team addressed all items mentioned in your BBB complaint.  So, lets suppose these items were not repaired to your satisfaction. Why were these concerns not brought to our attention within your one-year warranty period instead of eight months after that expired?  We are dedicated to making every effort to bring resolution to our homeowners when it comes to the construction and operation of their homes, but we can only work with whats been communicated to us.  

• Initial Complaint

  Date:08/07/2024

  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.

  Bought a new construction home from them and have nothing but problems. We were lied to numerous times by different individuals within the company. There are too may issues to name so I will address the main issues. First, the pipe fitting from our main water line was not properly glued and came apart, the city came out and shut our water off because they noticed extremely high water use. Our sod was installed dead, and the builder essentially told us take it or leave it, yet they would keep all money we had invested. They yard is all weeds. The tub was completely ruined (scratches), we got told the same thing, take it or leave it. The appliances have all had to be addressed, our stove did not even work properly. The flooring throughout our house is horrible, after we placed our furniture every piece of furniture wobbles and there are chips that were hidden by grout. The sliders were all scratched, they attempted to replace them but we now have sliders that are worse than when we started. The electric in my house is shot. Breakers keep shutting off constantly. When they sent an electrician out to address the situation he removed a box and wires popped right out of the socket, it was not even tightened down. Our driveway and back porch have cracks running the whole length. We walked the house for a pre-closing walk and the trades that came to fix the issues actually damaged more things in the process that we did not notice until after the fact. This in merely a tract home (the superintendent and area manager's word and we should not expect perfection) that is wrapped in a few fancy things to make you think you are getting high quality. This company is essentially a supplier of basic materials that decided to build home with these materials. This shows in the lack of quality within the home. They will respond with some spiel about how they are trying to fix it but the bottom line will be buyer beware, and you as a buyer should be very aware. Do not buy from them.

  Business Response

  Date: 08/12/2024

  ***************************************,
  We respectfully request that any issues that may arise are reported to our ******************* as stated at your orientation, along with the purchase agreement. Any warrantable items will be addressed per the terms of the agreement and in a timely manner.
  The closing on the purchase of your home occurred in May 2024 and some of the items mentioned in your review have yet to be reported, such as the flooring concerns.  Others, such as the sliding doors, are still in process. We have provided the documents you signed during your New Homeowner Orientation where you outlined everything that needed to be repaired prior to closing and outlined what would be covered by warranty after closing.
  As stated in purchase agreement and orientation, we do not provide a warranty on sod.  The sod was not reported to ************* until 8/6/2024, at which time we provided education on how to care for the lawn via regular watering, mowing, and using weed and seed.
  For the appliances, we repaired the oven and adjusted the refrigerator doors.  If anything further is needed, it has yet to be reported to *************.
  The minor scratches in the tub that were identified and documented during the orientation was resolved prior to closing. You mentioned your desire to remodel the bathroom, so we credited you at closing for the scratched tub (which exceeded the cost for repairs).
  We addressed the electrical concerns regarding your breakers and identified the source of the problem, which was your children overloading the circuit.  We checked everything in the home and found one loose outlet, which was immediately repaired.
  The cracks in your driveway are normal settlement.  These were not reported to ************* until after you had a shed delivered by a third party, which gouged the driveway (pictures provided).
  We look forward to continuing to address your concerns within the scope of your contract.
  Thank you!

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22101760
  
  I am rejecting this response because:
  

  The sod has been an issue before closing, we have sent text exchanges with employees within your office voicing our concerns. The issue with the sod is how we were lied to from ***, our superintendent. He refused to put the sod on the walk list. If it was a simple as weed and feed then he should have made sure the lawn was acceptable or been honest from the beginning. He messed up by having the sod scheduled for install on a Friday and then could not get it installed. The pallet then dried out completely then died. He allowed the dead sod to be installed instead of of doing the correct thing and had it switched out. The crack in the driveway was the same way. He showed us that warranty will not fix cracks, except we found out after he should have had that addressed prior to closing like we had discussed. When you electrician came out even he confirmed that two TVs should not overload the circuit. I can look through my camera feeds within my house for that video. He stated the wires running from the box to the bedroom, hallways and both exterior lights are too long of runs. The exterior lights should have their own breakers, that is causing that issue.  Every outlet was not checked, the electric stated he wished he had time to look over all of them because he was concerned. The fridge is "adjusted" however the door now does not close all the way and pops open because the fridge is now off balance. I would not call this fixed, I call it worse because now I have a fridge that does not properly ****. The floor is not something you notice until after you move in and start placing furniture. We have chairs that wobble, speakers that wobble, even the appliance tech said the floor is most likely the cause of the fridge being off balance, the fridge even wobbles. At the end of the day my biggest problem with the whole situation is how your superintendent handled himself. He fed us non-stop lies instead of handling himself professionally and fixing what he should have instead of convincing us sub-par work was normal. He was very clear when he said "you are a production builder and should we should not expect perfection." We understand we are not going to get anywhere with your company as far as the issues that we were lied to about, but perhaps address your superintendent and his lack of integrity and professionalism. 
  
  ***********************************

  Business Response

  Date: 08/19/2024

  We appreciate the opportunity to address your concerns, *********************. Please report any requests you have to ************** They will address any warrantable concerns.  Have a nice day.

• Initial Complaint

  Date:07/23/2024

  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.

  I purchased a home I had built by Christopher ****. I had an initial walkthrough and there were multiple things they had to correct. When I purchased the home there was a one year warranty. While, the builder fixed things prior to me moving in there were a number of things that came to my attention while living there. one of the things that I noticed was one of the garage door panels had several dents on it. It appeared as if it was a defective panel. Its in a location where it wouldn't have been damaged by a car or any act of nature. I contact Christopher ****. They fixed several of other issues that I found in the home but refused to repair the garage. They informed me they had pictures of the garage that proved there was no damage to the door. When I asked to see those pictures they refused to provide them. I asked if they could come see the door so that they would be aware that the reason I did not bring it to their attention sooner was because it was only visible in the morning light. I bought a new home with a 1 year warranty and I expect that to be honored. If there is a 1 year warranty why are they willing to repair the things within the home but not the garage? why are somethings repaired while others are not? There is no reason being provided by the builder. The builder is refusing to do anything to correct this issue. They are also refusing to work with me in coming up with a solution

  Business Response

  Date: 07/26/2024

  ******************** closed on his home on 9/27/2023.  On 9/22/2023, ******************** and ****************** completed and signed a list of repairs needed that were identified during their New Homeowner Orientation (see provided), which did NOT include any garage door concerns.  Since closing, ******************** has reported other items needing attention; however, Christopher Alan Homes was not made away of the garage "damage" until June 2024, nearly 9 months after closing.  Late June 2024, our ************* Representative visited the home and could not find any damage to the garage door.  ******************** marked said "damage" with blue tape, and STILL our Rep could not find any sign of damage (see provided photo).  There is no evidence that said "damage" was present prior to or at the time of the home closing.  Either way, more than a sufficient amount of time has passed since the home closing for the garage door to have incurred "damage" from weather or a myriad of other reasons, including a car (doesn't have to be ************************).

  The door is not defective.  It was installed and delivered to ******************** in excellent condition.

  According to the Buyers Warranty Review (attached) signed by ******************** and ****************** on 9/22/2023, "...services seen as damage/neglect, maintenance related or non-warranty - may result in service charges to the homeowner by the vendor."  As a courtesy to ********************, we provided him an estimate for repairs from our vendor at our preferred builder pricing and he refused to proceed.

  As a homebuilder, we do everything we can to deliver top notch customer care and warranty service to our homebuyers after closing.  While it doesn't "feel good" for us to deny a request from a homeowner, we have to adhere to the policies we have set in place that are clearly outlined for and acknowledged by our homebuyers, including ********************.

  Thank you!

  Christopher Alan HOmes

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22023033
  
  I am rejecting this response because:  As per the warranty there is 1 year.  As I said Christopher **** was willing to correct several things in the interior of the home. Yet, they were not willing to fix the garage door.  Also, Christopher **** did send a representative to my home. However, that representative initially didnt see the dent. He then felt the dent and admitted it was an issue and would be taken care of.  No one gave me any information about a builder discount to have the door repaired  this was never offered to me and I most certainly did not refuse this offer.  The information in the response received is not factual.  The reason the damage on the door was not seen at the walkthrough and was not reported was because it only can be seen in the early morning light   When seen at that time its clear there is a defective panel on the door  

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/30/2024

  ********************,

  
  The limited one-year warranty does not include damages incurred AFTER closing. The garage door dents were not reported until 9 months AFTER you closed on your home, and our representative did not agree to replace.
  Customer Care sent you an email on 7/29/2024 at 2:00 p.m. providing a proposal from the contractor at a discounted rate. If you elect to move forward, please contact the contractor directly.

  CAH considers this matter closed.  

  
  Thank you for the opportunity to review this matter with you. 

• Initial Complaint

  Date:05/21/2024

  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.

  Recently purchased a new home from Christopher Alan Homes, *************************************************, closing date was May 10th. Was told the home came with a 1 year warranty. On May 11th I noticed the kitchen sink drain leaked & submitted a service request on their ************* Portal: **************************/customer-care. I have yet to receive a call back on my service request even after submitting a second service request and sending an email to: warranty@ christopheralanhomes.com.

  Business Response

  Date: 05/30/2024

  Unfortunately, we were experiencing technical issues with our ************* portal, which has been resolved. Upon receiving the request, we immediately sent the plumber to investigate. The owner had emptied his ice bin in the sink, causing the sink to condensate and drip. The plumber explained the source of the issue to the customer and confirmed no issues with the installation. 

• Initial Complaint

  Date:04/16/2024

  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.

  Christopher Alan Homes builds sloppy production homes. They are non responsive and when they do respond they say one minute something will be fixed and then refuse to fix. Owner doesnt respond to requests for help. They are refusing to follow the one year workmanship warranty that they purchased from ************************** There subcontractors did trim work that is uneven, surface is rough with dirt in the paint. Doors hung uneven, no side or back gutters on home drainage issues along foundation and exterior of home. Tile with cracks, bubbled areas and holes all over in grout, defective material used and horrendous workmanship. Drywall damage and cracks and fixing drywall left huge spots with paint and finish scrapped of the interior walls. Exterior stucco with major cracks and damage. Garage epoxy floor prematurely cracked in multiple spots and builders response is only to fix one place and stating it will basically look like s*** even if replaced, will not match and be evident of a problem. This builder treats there own people well and attends to customers in rich neighborhoods but ignores and treats their customers in other neighborhoods as if they dont exist. Brand new home looks like a child did the work and about 10 years old. Undrinkable well water and no internet access. Roof has damaged shingles and not from weather but from poor workmanship, builder states they will fix one single shingle instead of all the damage. Highly dont recommend CAH or their trim and subcontractor TGI. About the only thing that isnt messed up in brand new home is the electrical. Cheap doors water heater conduction system needed replaced after only 6 months. Toilet bolt s**** stripped and not working. Three doors that bang into each other from garage to kitchen due to more design and install. Nightmare new build and sloppy rude builder!

  Business Response

  Date: 04/24/2024

  ******************************* did not purchase her home directly from Christopher Alan Homes. The original homeowner purchased on March 22, 2023 and occupied it until it was sold to ************************** on July 27, 2023. The parties failed to officially transfer the Maverick warranty at the time of purchase to **************************, which requires a form to be completed and submitted to Maverick along with a minimal transfer and program enrollment fee. Our team has reminded ************************** on several occasions to register.

  
  Despite this failure, Christopher Alan Homes has assisted ************************** with repairs as a courtesy. We explained that the original owner had signed off stating that all cosmetic issues had been corrected during his New Homeowner Orientation, and that he had not submitted any warranty tickets for issues or repairs during his time of ownership. We explained the Maverick warranty standards, and coverage if she registered. Regardless of enrolling (which she did not do until the last possible day of eligibility April 22, 2024), we then went above and beyond to schedule repair work at our expense for items that would not have otherwise been covered under the standard warranty. We also provided test results (at her request) for the water and well that were collected.  

  
  Once we showed a willingness to assist with work outside of the warranty (of which,again, she was not covered as stated above), ************************** used our professional courtesy to her advantage by continuously adding items to her original list of requested repairs and demanding the entire home be professionally cleaned after each subcontractor visit.

  
  Although we are not privy to the details of the transaction, it is obvious that ************************* did not conduct an inspection report of the home before her purchase. Had she done so, many of her complaints could have been identified and remedied during the purchase transaction. Instead, she waited until February 2024 (seven months after she closed on the home) to hire a 3rd party inspection company to assess her home, and then expected all items (including cosmetic) to be covered under warranty. ************************** continued to add items afterwards that were not identified by the inspector.

  
  *************************, or the previous owner made several changes to the home including, but not limited to, changing plumbing fixtures in the bathrooms,towel bars, paper holders, replacing doorbell, light fixtures, planting trees on the drain field and adding a screen enclosure to the lanai. In addition, the home had been occupied prior to ************************** taking ownership, so there were multiple cosmetic damages due to everyday wear and tear. For instance, the driveway pavers showed an oil stain that ************************** expected to be covered under warranty and replaced by Christopher Alan Homes.

  
  We have a lengthy conversation history that shows we have promptly responded to all communications from ************************** beginning late 2023, including evidence that we followed up with her when we did not receive a response to proposed scheduling options for repair work.  We continue to respond to **************************** emails. Although we are not contractually obligated, Christopher Alan Homes remains committed per our email sent to her on April 5, 2024. 

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21571210
  
  I am rejecting this response because: the response is filled with errors and falsity. 

  Corrections:

  I purchased the new build Christopher **** Home from seller *** ********************************* on 7/28/2023. I did not fail anything or process as Christopher Alan Homes states. I reviewed what type of warranties and coverage came with the home when I was in the process of making an offer and purchasing the property because it was a new build. The home came with transferrable warranty coverage. When I brought up the warranty in conversation with Christopher Alan Homes in November 2023, the **************** Director *********************************** told me the warranty was not transferrable and she stated there was no one-year workmanship warranty because the home had been sold. I contacted ******** Warranties and Insurance to verify the warranty coverage. I was told by ******** Claims representatives "********" and "*******" the one-year workmanship warranty belongs to the home and maintains in effect for the entire first year from 3/22/2023 to 3/22/2024, the homeowner can submit claims to builder during the entire first year and it is not only for the original homeowner but the homeowner that occupy the home. I asked then (November 2023) how to transfer the warranty into my name as no one else had provided the information to me. I received a form and sent the payment for transfer in early December 2023. I recently contacted ********, customer service representative ******* was able to pull up my account and provide dates of when warranty was transferred. ***** reports my completed transfer of warranty coverage form and payment was received in December 2023 and processed with the warranty being in my name on January 9, 2024. The part of the response from Christopher Alan Homes that states I waited until the last possible day of eligibility "April 22, 2024" is erroneous and made-up information, zero facts or evidence. Christopher Alan Homes never discussed transfer of the home warranty coverage into my name with me, and I never received any forms from them. I transferred the warranty coverage successfully into my name in the appropriate timing because of my effort and diligence to contact ********. 

  Christopher Alan Homes only started making minor repairs in starting in November 2023 after I submitted warranty requests on the ************* Portal multiple times with having to email and call about that request at least a dozen times before it would even be acknowledged. This was hardly a courtesy. In fact, the lack of response and stress and grief I received from Christopher Alan Homes and their subcontractors has impacted my physical and emotional health negatively. Very disappointing response from the business that made me feel unwelcome and belittled. The tile subcontractor, The Great Indoorz" shooting pieces of cut up tile, dust, and grout into your bedding and on your furniture is no courtesy, the subcontractor dumping dirty grout water onto my lawn, and throwing garbage out onto my property with over two thirds of the work undone is not a courtesy, but in fact a dirty nightmare that left me physically sick that weekend and in the urgent care because I could not breathe with all the dust in my home plastered to my belongings. 

  Christopher Alan Homes did not tell me that original owner signed off stating all cosmetic issues had been corrected, but they did state the original homeowner reported zero items on punch sheet at walk through and closing and then the business emailed me a blank punch sheet form to cover-up things. I was told the original homeowner had problems with the windows and doors and other items on the property by the well guy *******. The original homeowner was so ****** about the business's response to his concerns he chose to sell brand new built home only after five months of occupancy and left all his paperwork like his credit information and closing documents behind because he was either very disorganized or feeling that anxious to get the h*** out of the home and contract with Christopher Alan Homes. 

  The home has septic and well water. I read in the warranty information the homeowner should receive a copy of the initial well testing since it is a newly installed well. Yes, the business finally provided the well water results to me after I requested a dozen times and if I had not been persistent, I would have received nothing. The test results are a State of FL public health environment record, so legally I do have right to have the results per my request and no one went out of their way to provide them timely. I have not taken advantage of any courtesy, as none has been provided yet. I have been professional and flexible to be available and responsive to the business's communication. I followed the warranty process and submitted claim items covered by the warranty coverage to the business up until the expiration date (3/22/2024) and actually about 2-4 weeks before the expiration date, which is my right and correct use of the one-year workmanship warranty. I only requested the home be professionally cleaned because the subcontractors hired by the business refused to do clean up or lay down plastic or tarp to protect my belongings and other parts of the home. The home was cleaned by friend of the business after tile and trim work in February and again in February after drywall repair. Drywall repair was to happen on a Tuesday with Tile and Trim repair the following day so only one cleaning would be necessary, yet the business (CAH) failed to schedule and organize the work for that schedule as proposed to me initially. The drywaller left a huge mess of drywall all over the epoxy floor of the garage that CAH rep. ******* said he would clean up and that never happened. I was left with the mess again! I have had the home inspected multiple times, and I received information that is common practice for a homeowner to have new build home inspected in the 11-month, when licensed home inspectors are advertising that service and my neighbors that have Christopher Alan Homes built around the same time as my home are getting inspections of their homes in 11-month, I am hardly acting out of the norm and again rights as homeowner. I did not add items or provide anything new to CAH that the home inspector did not find or mention to me on my inspection and the report generated from the licensed home inspection. 

  The problem items that remain are not wear and tear. Trim with gaps at the adjacent floor that are large enough to spot across the room and trim with hunks and globs of paint on them are not wear and tear. Soffit not sealed is not wear and tear. Cracks in garage floor are not wear and tear. Shingle and roof damage in multiple areas are not wear and tear and not from weather as no storms or hurricanes hit **********, ** last year, 2023 that would cause that damage. Punch holes in grout and bubbled up defective tiles are not wear and tear. Cracks in drywall, stucco and paint missing is not wear and tear. Hot water not working and stripped toilet screws that pull out with a gentle tug are not wear and tear. 

  The original homeowner planted to small palm trees in the front part of the property of the home. After investigation in the last week to the septic company SOS that installed the septic system and my own efforts to measure the drain field from the swale the palm trees are located 18 feet away and out of the drain field. This would be something the business would know and able to measure, so perhaps they did and were just trying to bring distress and worry to me or they did not and made blind allegations. I did not do any landscaping since I took occupancy of the home. I find it interesting if the business felt the trees and landscape done by the original homeowner were a problem or concern then why did they not take that up with him at the time as the complaint and concern could have been identified and addressed and remedied appropriately and timely.??? 

  The business responds when they want to and only to the information they want to cover. Ex. I had lanai screened in, no issues with that because I hired, and self-contracted the subcontractor and work. However, some excess screen was left in one corner. *** was eager to cut the excess screen that I was responsible for yet refuses to fix cracks in garage floor that was completed by them, seems they look for the cheapest items to address and leave the costliest issues to the homeowner. Update: I cut excess screen and told CAH that was not an issue I expected them to fix as that was a result of my doing. The cracks in the garage floor and defective tile and defective trim remain in place, devaluing the home. The manager from tile subcontractor told me to not be so worked up as I should understand these are just "production homes". Since I have researched the business, I see ***************************** Home provides newly built homes to their own employees, so I highly doubt those employees are thinking their new fabulous home is cheap production home, made sloppy to not last, probably much of the opposite. I am willing to work with the business for resolution and I have verbalized that and provided that in many written communications. I expect items covered under warranty to be addressed. I am the homeowner and I maintain occupancy of this CAH property/home. I expect to be treated fairly and as the homeowner, the warranty goes with the home and warranty has and is in my name. No one has provided this contract to me from CAH that they say they are not obligated to follow. Some courtesy that Christopher Alan Homes claims to provide would be nice to receive. I have responded to all communications with the business, ******************************* Homes, up to date on my part. 

  Sincerely,
  
  *******************************

  Business Response

  Date: 05/17/2024

  Christopher Alan Homes has exceeded our contractual obligations, along with warranty that was provided to the original homeowner.  In addition, we have completed numerous courtesies for ************************** and consider this matter closed.
  
  Thank you for the opportunity to review this matter.  

• Initial Complaint

  Date:07/27/2023

  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.

  New home closed on in Feb 2023. Air Conditioning has not worked properly and home will not cool below 77 when outdoor temps are in the upper 80s or low 90s. AC runs all day long. Builder had contractors out who can not fix the issue and now builder says these temps are normal. My realtor know of several other new homes of the same model and this problem does not exist. Builder refuses to replace unit with proper sized unit.

  Business Response

  Date: 07/28/2023

  Hello, we are responding to your concerns with the highest level of urgency and care. As of this date, we have provided a follow up visit from a licensed HVAC technician and no deficiencies were found, according to the documentation that was shared. Our offer to send out another third party HVAC company to inspect the unit still stands; Please reach out to our ************************ and we would be happy to proceed.

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20383366
  
  I am rejecting this response because:

  While Christopher ***** offered to send another company they also told me that if this company found no issue with the air conditioning they would wash their hands of the problem and offer no other action. This is totally unacceptable because the problem still exists. As I write this my new home temperature sits at 78 degrees with an outside temperature in the low 90s. There is a problem with my cooling that is under warranty. Be it a mechanical problem, a design problem or that the unit is simply too small. There are other homes with the exact same system I have close by where the temperature easily reaches the setpoint of 72. I will allow another company to check the unit but WILL NOT accept that if this company finds no issue with my cooling that there is no other issue and allow Christopher ***** to walk away from a brand new $400000 home that can not cool.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/18/2023

  We have addressed this customer's complaint by installing additional HVAC supplies/returns in his home. The drywall, grout, and SGD adjustment was also completed. 

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I have had several issues with the workers from this company. I had individuals on my property trying to hook up to my water for working on the home Christopher Alan homes was constructing. Then one of the contractors from the build (the ones laying grass) backed into my mailbox and wrecked it. I want it fixed.