ComplaintsforDream Finders Homes, LLC

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Driveway pavers are not what we picked, wrong colors, manufacturered different and not same quality! I have a response from Termron (files attached) that states the correct pavers were ordered then canceled. They also have no record of the correct pavers being delivered. They asked if pavers were bought from a wholesaler, I have to assume yes because they are not gray Sierra in color and poorer quality on the finish. They had no new order. WE DID NOT GET WHAT WE WERE PAID FOR. No Dream Finders home built on ****** ** before ours has this color of Sierra. From what you are telling me, we can chose a paver by color (Gray) and then you can deliver and install (Red) pavers? If you were going to change the color why not with a gray that would make the most since? Please address this and put in the correct pavers. We chose the gray colors like the model to match the Techno Gray house paint. I have ********* statements and will proceed in small claims court if not addressed.

  Business response

  04/18/2024

  We have already established that he did in fact get what he ordered.
  
  

  Customer response

  04/18/2024

  
  

   Complaint: ********

  I am rejecting this response because:

  How can you even make a statement like that! Have you not looked at all the pictures and documentation I have submitted? It is as plain as day. We did not in FACT get what we ordered and were shown at the model home. Why don't you come out and look at the differences in color, spacing and finish quality. Like I have stated already, these are not the same pavers as my neighbors received on homes built before mine,  however we all ordered the same color and style. In one of your older responses you stated the pavers we received was HOA approved,  right there shows you no you put in a different paver then we ordered.
  

  
  Regards,

  ***** *****

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dream Finders custom built our home, which we moved into Sept 1, 2018. 5 months ago (Nov 2023) we noticed a significant leak in our 1st floor dining room, enough that water was spilling out of the front patio doors and into the dining room. Upon inspection of the room above on the 2nd floor (my son's bedroom), we identified water damage on the ceiling above his window. We then pulled his bed away from the wall and found significant water damage to the carpet as well as 2 mushrooms growing between the carpet and the baseboard. Dream Finders sent out a sub-contractor to repair the water damage, and also a roofer (who did not install the roof originally) to assess where the leak was coming from. This initial roofing assessment determined that the leak was not from the roof, despite not going onto the roof or even to the 2nd floor (they only assessed the dining room). We had a 2nd roofer come out who disagreed. Dream Finders then resent their roofer to reassess, who then found a faulty return directly above my son's bedroom. Ever since then, Dream Finders warranty department contact person (********) has not returned any of our calls. We had to research for ourselves who installed our roof originally. We called them directly and they told us Dream Finders has yet to reach out to them (5 months later after the initial contact). We still have a leaky roof with continued water damage and Dream Finders is not willing to fulfill their warranty obligation. We are forced to pay for the repair ourselves (and to repair the water damaged yet again) and I bet Dream Finders will never compensate us. All we want is for them to do their job while keeping an open line of communication with us. PS We already had a significant issue with their sub-contractor that installed our lawn. To this day, despite professional care, our lawn is terribly uneven (lumpy). They refused to fix it and instead blamed it on the sub, even OUR contract is with Dream Finders (it's their responsibility)!

  Business response

  03/22/2024

  Please see attached

  Customer response

  03/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The findings are not conflicting. To clarify (which is something you would be aware of had you bothered to communicate with us), there are 3 leaks, 2 of which we feel you are responsible for:
  
  Leak #1 - the leak above the dining room is due to a faulty return. It took several weeks and 2 roofer assessments (Prime Roofing) to determine this. This has been known for several weeks but there has been no communication to us, despite multiple attempts to contact your warranty representative. In the meantime, we have had continued water damage that has lasted for several months longer than necessary. I contacted the installing roofer (Cache Roof) myself and as of the morning of March 21, 2024 they had yet to hear from you.
  
  Leak #2 - we did make your warranty rep aware of a 2nd leak; however, your roofer, on his second visit, determined this was due to the solar panels. Once the solar panel installer (A1A Solar) was aware of this problem, it was fixed promptly. This is a non-issue for you.
  
  Leak #3 - there was an additional leak identified above the office, determined by your roofer (Prime Roofing) to be due to a faulty design in the gutter system that overwhelmed its ability to properly drain heavy water intake. This also has yet to be addressed.
  
  What has compounded this significant delay in repairs has been the significant lack of communication from Dream Finders. Not only have the repairs taken several months (and have yet to be done), but we have gone completely ignored, which has greatly exacerbated our angst. It would have been considerate and professional to keep lines of communication open.

  Regards,

  ******* *******

  Business response

  04/08/2024

  Please see attached

  Customer response

  04/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Consistent with the dozens of complaints on social media regarding Dream Finders fabrication of details to justify their lack of willingness to back up their warranty work, you are, quite frankly, lying. The attached pictures are proof of this (courtesy of Prime Roofing). There is no debris in this valley you are referring to (and no vegetation above the area that would cause a buildup of debris) and there is a CLEAR area of water ingress, complete with a finger inserted into the ingress, due to the flashing cut too short. One does not need to know anything about building houses to see how shoddy construction led to significant water ingress and subsequent rotted wood and mold growth in the attic.

  My 12 year old son has been suffering from severe allergies that happen only at home, and now we know why. Since we cannot wait any longer for repairs, we will be repairing this ourselves but trust me when I say we are not going away. We will have multiple home inspectors and roofers verify the above and gather all necessary documentation. Since you seem to not respond to BBB complaints, we will repair this ourselves but continue to pursue compensation from you through various routes other than BBB. You have already cost us thousands of dollars because of poor sod installation (that ****** ***** was fully aware of) and terrible septic tank installation (****** was also aware). We will not tolerate any more of your unethical practices and I hope this brings even more awareness to consumers nationwide. There are many reputable builders to choose from (such as **** ********) but you are not one of them.

  ******* *******

  Business response

  04/11/2024

  Please see attached

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, I am writing to file a formal complaint regarding numerous unresolved issues with my house warranty provided by Dream Finders Homes. Despite multiple attempts to address these concerns directly with the company, I have been met with inadequate responses and dismissive attitudes, leaving me with no choice but to escalate this matter to your organization. Since the purchase of my home from Dream Finders Homes, I have encountered a myriad of problems that have not been adequately addressed. Among these issues, the most concerning are the safety hazards present in my home, particularly with regards to the stairs. The stairs were not constructed properly, posing a significant risk to the safety of myself and my family. Despite bringing this matter to the attention of Dream Finders Homes, I have been repeatedly told that everything is in order and that there is no cause for concern. However, the ongoing issues and lack of resolution indicate otherwise. I have attempted to work with the company to rectify these problems, but my efforts have been met with resistance and delay tactics. Furthermore, other components covered under the house warranty have also failed to meet satisfactory standards. Various fixtures and appliances have malfunctioned or shown signs of poor craftsmanship, further contributing to my frustration and dissatisfaction with Dream Finders Homes' services. I believe that I am entitled to receive the level of quality and service promised under the terms of my house warranty. However, the persistent issues and lack of accountability from Dream Finders Homes have left me feeling neglected and underserved as a customer. Therefore, I am seeking your assistance in resolving these matters and ensuring that Dream Finders Homes fulfills its obligations under the house warranty agreement. I kindly request that you investigate this complaint and take appropriate action to address the deficiencies in their services. Thank you for your attention to this matter. I look forward to your prompt response and assistance in resolving these issues. Sincerely ***** ********

  Business response

  02/16/2024

  Please see attached

  Customer response

  02/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  See attached additional information thank you for all you do for us!

  V/r,

  ***** ********

  U.S. Army Retiree and Disable Veteran

  Regards,

  ***** ********

  Business response

  02/23/2024

  Please see attached

  Customer response

  02/28/2024

  Added additional responses and added a few additional pictures pertaining the concerns in question. Just terrible with the excuses of that wasn't on the PTC really!! But sure was mentioned and annotated on the 11th month inspections and prior and afterwards with results just it's cosmetic and it wasnt on you PTC not satisfied at all.

  Thank you, BBB, really appreciate what you do for the consumer.

  V/r,
  ***** ********
  U.S. Army Retired &
  100% Disabled Veteran

  "Support our Troops"

   

• Initial Complaint

  11/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi, went into contract on a home with dream finders under the impression that they knew that my house had to sell in order for **** financing to go through. However, my house did not sell so I advised him of this within the 45 days listed within the contract and now they’re keeping my binder even know they understood that it was not due to the cell of my home button lack of financing in order to purchase the new home.

  Business response

  11/16/2023

  Please see attached

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB, I am writing to formally file a complaint against Dream Finders Homes regarding a warranty claim for a defective item in my home. Despite my attempts to resolve this matter directly with the company, I have encountered numerous challenges and have been unable to reach a satisfactory resolution. Details of the complaint are as follows; - I initiated a warranty claim on September 11, 2023 for the defective countertop in my home. -The defect is a result of a fault on the part of Dream Finders Homes, has marks all over on the bottom of the countertop. -I have provided all necessary documentation and information to support my claim in accordance with the terms of our warranty agreement. Issues Encountered; -Company failed to repair the defective item caused by their fault. -They lied on the email response which was saying they tried to clean that up which never happened. -They are not responding to this matter at all. Desired Resolution; -I seek a fair and reasonable resolution to this matter, which includes the repair or replacement of the defective item as per terms of our warranty agreement. I have reached out to Dream Finders Homes in good faith and have made every effort to adhere to the terms and conditions outlined in our warranty agreement. However, I have been left with no alternative but to file this complaint with the Better Business Bureau in the hopes of achieving a fair and just resolution to this. I kindly request your assistance in mediating this matter and facilitating a resolution that is in accordance with the principles of fair business practices.I am committed to working with Dream Finders Homes to find an equitable solution. I appreciate your prompt attention to this matter and kindly request that you acknowledge the receipt of this complaint.I look forward to your involvement in helping to resolve this matter and ensure that my rights as a consumer are upheld. Thank you for your assistance Sincerely ****** ***** ******

  Business response

  10/25/2023

  Please see attached

  Customer response

  10/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:
  I hope this response finds you well. I am writing in response to Dream Finders Homes' recent communication regarding the countertop issue I have been facing with my newly purchased home. I appreciate your assistance in mediating this matter and would like to provide a detailed response to Dream Finders Homes' claims and assertions.
  First and foremost, I would like to address the statement made by Dream Finders Homes suggesting that the issue I have encountered is common within the industry. To the best of my knowledge and based on the experiences of numerous homeowners I have spoken to, the extent of the marks on my countertop is far from common. This is the first time I have encountered such a widespread problem with countertop markings in the 30 years I have lived. Furthermore, if one were to examine other countertops within my community, they would find that these markings are not a prevalent issue. Dream Finders Homes' assertion of commonality is not in alignment with the reality I have experienced.
  Dream Finders Homes also suggested that the markings in question are not visible unless specifically looking underneath the island countertop. I would like to clarify that I did inspect the countertop thoroughly, even before the closing of the property, as per the guidance of your representative, ***. *** assured me that the issue would be resolved through cleaning, which did not happen. Additionally, it is essential to emphasize that these markings are not a cosmetic concern limited to the underside of the countertop. The issue involves visible marks that were handwritten by a person, and this is not in any way a characteristic of the countertop material itself. I urge Dream Finders Homes to acknowledge the nature of my concern without attempting to manipulate the situation.
  Lastly, I would like to address the claim made by Dream Finders Homes regarding the offered solutions. Contrary to the statement made in their response, I was presented with two options by the countertop professionals: grinding the countertop or painting over the marks. It was the countertop professionals who recommended painting as the more appropriate solution due to the presence of my belongings around the area. We mutually agreed on this course of action.
  Regrettably, Dream Finders Homes later communicated that they would not cover the cost of painting. This unilateral decision has left me deeply dissatisfied, particularly since I have invested a substantial amount in my new home, which is covered by a one-year warranty. The fact that the countertop issue is a result of Dream Finders Homes' actions only compounds my frustration.
  In conclusion, I would like to emphasize that my primary concern is not the method of repair—whether grinding or painting—but rather the resolution of the issue. I believe that Dream Finders Homes should honor its commitment to rectify the problem and ensure that my newly purchased home meets the expected quality standards.
  I kindly request that you review the information provided here and help mediate a more satisfactory resolution to this matter. I have invested in my home with the expectation of quality and integrity in both the product and the service I receive.
  Thank you for your attention to this matter. I look forward to a prompt and fair resolution.
  Regards,

  ****** ******

  Business response

  11/15/2023

  This was a non-warrantable request by the customer.
  Our last response stands.
  
  
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Closed on our Home built by dream finders 08/08/2022. Its over a year later and we have not had the items on our 30 day promise to complete addressed. Our Master bathroom grew mold in October 2022 and it has been neglected for almost a year. We had a roof leak and the line is still across my ceiling. Very little if any response from dream finders.

  Business response

  09/21/2023

  Please see attached

• Initial Complaint

  08/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We went under contract on a new build house in ******* ***** in *** ***** ****** *******. In our agreement, we had a 60 day contingency plan to sell our current home. We could not sell our home, therefore we had to back out of purchase. We signed all necessary paperwork and should receive $22,500 back from our 5% deposit. We have not been given a timeline, but we cancelled our contract in early July. No one from Dream Finders can give us a timeline or any documentation to state when we will get our deposit back.

  Business response

  08/16/2023

  Please see attached

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We built a home with Dreamfinders in St Jonns, Florida last November. Since then, our swale and easement have done nothing but collect water, leading to sediment runoff on our driveway and sidewalk. This has caused permanent damage to our paver driveway. Despite multiple complaints and efforts to get Dreamfinders to fix the issue with the drainage of our yard, their management contact, ****** ******* with warranty, had the audacity to claim the staining/permanent damage due to abnormal runoff and standing water was due to “special soil” being used on our property. We are the only home in our neighborhood with this issue. He stated that it is our problem to deal with. This has left our driveway completely destroyed and our house has been continuously bombarded with mosquitos and snakes due to the standing water. The Dreamfinders integrity is non-existent and no one in the company has any empathy to the fact we have paid over $1 million for the most poorly constructed home you can ever imagine. They are dishonest, and should be put out of business. Is there any legal recourse I can seek?

  Business response

  06/12/2023

  Please see attached!

  Customer response

  06/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The swale does not allow water to flow properly and causes pooling of water in both the side of our house and the backyard. It is beyond cosmetic as the sediment runoff have created damage to our driveway that is less than a year old. We now have pavers that are cracking and extremely porous and fragile from this runoff. I have assessed the other 115 homes in my neighborhood and none have had this issue. There is a clear problem beyond the cosmetic factor. I spent 1 million dollars on a home that had a damaged driveway since before I moved in. This is an issue Dream Finders needs to correct and  it continue to tell me a different reason every time I file a new complaint.  You are a dishonest company and if you will not fix this I will seek further recourse. I hope the better business bureau revokes your status and the district attorney of Jacksonville takes the cases that is being compiled by the countless home owners you have swindled.

  I demand you fix the swale irrigation so that it stops pooling water which you clearly just stated it is not supposed to do and then fix my driveway from the issue you caused by your incompetence. 

  Regards,

  ******** ****

  Business response

  06/21/2023

  Please see attached

• Initial Complaint

  05/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I built and closed on a new home in May 2021. We had multiple issues with our house since moving in. One issue is a reoccurring issue with our HVAC unit. Since moving in we have had 6 service calls due to 3 separate leaks in 3 separate locations resulting in Frion being leaked out. We have currently been out of AC for weeks and have 2 small children and had no heat this past winter due to a broken part while having an infant in the home. I have contacted the installer, builder and manufacturer all of which have passed the blame and offered no assistance or resolution to the p***lem of a lemon unit. There is a 5 year parts warranty however the unit continues to have issues and break. I have no longer been able to reach the builder and they have ceased attempting to resolve the situation. I have spoken with *** ****** at Dream Finders in the warranty department and he assured me he would resolve the situation and bring this to management however he has ceased to be available for discussion. My family needs air conditioning and a unit that is reliable. I am deeply concerned about the lack of care I have been provided especially when this is a critical issue.

  Business response

  06/05/2023

  Please see attached 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I closed on my house on December 18, 2020. Dream Finder gives a whole year where they come in and correct all the construction problems that arise due to poor construciton. During the course of the year I kept complaining about the missing Sheetrock in both guest room closets, the poor plastering on my doors, and I was told that they would fix these things at the end of he first year. At the end of the first year they asked me to get an inspection and send it to them so they can fix all the issues, which I did and provided it to them. They schedule the people to come and do the repairs and their employees never showed up. Then they went ahead and scheduled another appointment to which I advised them I couldn't make as I had started a new job. I called and email many times but they never responded.

  Business response

  05/12/2023

  Please see attached

*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. ↩