Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had this home built in 2020. Absolutely nightmare. Some of the issues were fixed by us.List of problems included A/C not working. The master bedroom was so hot. Southern Homes did not fixed it. Their tactics is to stall you until the warranty expires. Anyway we spend over $1500 not including the discomfort of not having a A/C. The vent in the master bedroom now has mildew and possible ********* we were without a kitchen because the faucet that was installed in the kitchen was defective and cause the kitchen to flood. The insurance company took care of it minus the deductible. When I spoke with their plumbing company that did the plumbing they knew all along that the faucet was defective. You would think that they would have the decency to notified the homeowner. This was the second faucet that failed that they ************** the toilet in the master bathroom was cracked. There were so many deficiencies with this house. We did an home inspection before the one year warranty expired and found some issues which was taken care of by the electrician.The house have many cracks all over inside and outside.Southern Homes you need to take care of these. When we call because we didnt get the overpriced extended warranty they wanted us to pay about $350 to come look at it. There are many more issues some fortunately were cosmetic BUT the main reason why I am writing this complaint is because of the garage. Whenever it rains the water seeps in. Southern Homes you could have done a better job.We love the neighborhood that is why we are still living in this house.Southern Homes the garage floor and driveway is an absolute disgrace. To say the work done was subpar is an ***************** conclusion please fixed the cracks and take care of the garage issue pertaining to the WATER coming in whenever it rains.We have no more money left to fix these problems because we had to pay to fixed a lot of things that should have been done correctly in the first place.

  

  Business Response

  Date: 10/26/2024

  Were disappointed to learn that we havent met your expectations. Our hope is that we can get on the same page regarding the items youve addressed here. Please see below.
  
  1. A/C Issue: We have no record of a service request being submitted regarding the air conditioning system in the home. 
  2. Kitchen Sink and Plumbing: Our records show that we assessed the situation with the kitchen sink even though the warranty period had expired. We do this for all homeowners, free of charge, in order to help point the them in the right direction. We are unaware of any known defect with the faucet and would never knowingly install a defective product.
  3. Cracked Toilet: We have no record of a service request related to a cracked toilet in the master bathroom. If this issue had been brought to our attention during the warranty period, we could have assessed it promptly.
  4. Home Inspection Defects: We were not informed of any defects found by the home inspector, but from what you shared, it seems the electrical issue was the only concern at the time, and it was resolved.
  5. Cracking: Cracks in drywall, concrete, and stucco are common and typically fall under homeowner maintenance. During the New Home Warranty Orientation conducted on 1/7/2021, this was explained, and the homeowner acknowledged this as normal settlement cracking by signing off at the time. Aside from that, we have no record of any cracking being reported to us to be able to assess.
  6. Extended Warranty: Southern Homes does not sell extended warranties, so we are unsure what this may be referring to. The Warranty administrator, 2-10 Home Buyers Warranty, does offer extended warranties that cover the home once the builder warranty expires. This could be what youre referencing. Southern Homes also never asks for payment to assess any issues, so we are not sure what the $350 fee is. 
  7. Garage Water Issue: We have no record of a service request regarding water seeping into the garage. Although the warranty has expired, we are happy to schedule a visit to assess the issue and direct you to the appropriate trade partner to resolve it.

  Customer Answer

  Date: 11/05/2024

  Please reopen the case. I thought that I have 10 days to respond.  Thank you. I reject Southern Homes response. I received the response on the 27th which is not 10 days.  Thank you.

   

   

   

   

   

   

   

  Customer Answer

  Date: 11/06/2024

  Southern Homes can you please fix the vent in the master bedroom. Your company knew about this from day one. We have been complaining that the room was always hot and musky. **** and ******* were told personally. In fact, ******* was in the room when the vent was dripping so, please don't act like you were not informed because it was not in writing. We have spent thousands of dollars to fix the A/C along with the kitchen flooding.
  
  Also, whenever we called the A/C company which was based in ******** to look at the A/C several times during the warranty period all they did was complain about coming to *******. I wish I could find my old phone because most of the information was on it.
  
  Can you please take care of the vent (which has mildew and possible mold). LOOK at the cracks around the house and take of the garage with the water seeping in.
  
  We have suffered so much of the poor workmanship and the poor-quality products that you have used. Thank You.

  Customer Answer

  Date: 11/06/2024

  Pictures of the mold and mildew in the vent of the Master Bedroom. And one of the many checks for the A/C repair. Thank You.

  Customer Answer

  Date: 11/07/2024

  Southern Homes can you please fix the vent in the master bedroom. Your company knew about this from day one. We have been complaining that the room was always hot and musky. **** and ******* were told personally. In fact, ******* was in the room when the vent was dripping so, please don't act like you were not informed because it was not in writing. We have spent thousands of dollars to fix the A/C along with the kitchen flooding.
  
  Also, whenever we called the A/C company which was based in ******** to look at the A/C several times during the warranty period all they did was complain about coming to *******. I wish I could find my old phone because most of the information was on it.
  
  Can you please take care of the vent (which has mildew and possible mold). LOOK at the cracks around the house and take of the garage with the water seeping in.
  
  We have suffered so much of the poor workmanship and the poor-quality products that you have used. Thank You.

  

  Business Response

  Date: 11/19/2024

  Thank you for taking the time to share more details. To address your specifics points, our team, including *******, is not aware of any past written or verbal requests related to the A/C in your master bedroom, nor do we have any records of specific reports about a dripping vent or musky conditions. Given the current mildew or possible mold concern, we recommend addressing this issue promptly. While your home warranty has expired, we would be glad to assist by putting you in touch with an HVAC professional who can inspect this for you. Since we have no record of prior requests regarding water seeping into the garage, we are unable to confirm if this concern falls under our original warranty coverage. Nevertheless, we can arrange a site visit by one of our representatives to assess the current condition and make a recommendation on how to proceed. As previously mentioned, minor cracking in drywall, concrete, and stucco is common and typically part of regular homeowner maintenance, which we addressed during your warranty orientation. While these cracks arent covered post-warranty, we can show you how to repair these cosmetic issues so that they dont turn into a more significant issue in the future.
  
  We understand your desire for these issues to be addressed,and while some items may fall outside of our warranty period, were here to help direct you to an effective solution moving forward. Please submit a service request if youd like to proceed with any of the suggested referrals or site assessment.

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22415699
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******

   

  Nothing was resolved. I stand behind my complaint 100% very disappointed.

  

  Business Response

  Date: 12/11/2024

  Following the initial complaint, a service request was submitted, and our warranty team visited the property. However, the homeowner declined to move forward with our trade partners, which led to the closure of the service request.

• Initial Complaint

  Date:09/23/2024

  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.

  Poor quality and workmanship, poor communication. Damaged cabinets, house turned over on closing day was not cleaned with f**** stains under the seat, all ceilings and walls in home you can see the drywall crowning seams, slab floor is so uneven in areas, you can tell the tile installers/ concrete crew did not self level or grind high spots down, uneven tiles throughout the house makes it hard to walk on, cheapest quality builders grade paint from ******* ********. Promar 400 flat white is used for apartments and shouldnt be used for $300,000-$400,000 homes, dead spots and debris in yard, faucets leaking, scratched appliances that the builder attempted to bandaid fix, dried paint droplets on carpet, builder ignored possible ac issue from private inspection report and did not want to send their vendor to inspect, lots of band aid repairs instead of a quality repair from the personal builder. Scratched shower enclosure, scratched mirror, lots of corners were cut in my home! I can go on and on! They did not do a good quality walk. Was rushed to pick options and to sign contract and was then ghosted from the sales consultant. Not a good experience with the sales consultant and personal builder.

  

  Business Response

  Date: 09/24/2024

  Our records show that as of 9/18 all drywall repairs have been completed, and the painting repairs have been scheduled (date to be determined based on homeowner availability). We also attempted to schedule the repair of the floor tile, but the appointment was cancelled, and the homeowner declined the repair. Our records also indicate that the sales consultant kept in constant communication with the homeowner after the contract was signed and executed. She answered calls and texts after hours and even received apologies from the homeowner for some of the early morning and late-night text messages. 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22322521
  I am rejecting this response because the drywall repair was not complete to my satisfaction. Proper way is to skim coat the entire ceiling, texture, then paint to hide all the crowning drywall seams. As for the sales consultant, all lies, she did not keep in constant communication and she works weekends as to why she responded. She wanted her money, then work for it. 
  

  as for the flooring, yes I declined, because I have not trust in their vendors and decided to do the work myself. We just want to live happy and enjoy our home without multiple vendors coming in to fix mistakes thats shouldve been caught before we took possession.
  I put down a large substantial amount of money to receive subpar quality. The quality control to southern Homes is horrible. 
  
  I am not happy, but do understand and do not expect southern homes to do right. I am very sorry in choosing this builder to call home and have a large influence on the new construction side and will tell every single potential buyer to stay away from southern homes especially the sales consultant and personal builder. 
  read my ****** review to get some more details. Thats not even a margin of the errors we have found. The master bath sinks started to leak and damaged our cabinets! Luckily Im competent and fixed the leaks and reskinned both bottom cabinet floors myself.
   
  You got me southern homes. You won!! Nothing I can do now but **** it up and move on and trust in God
  
  Sincerely,
  
  ***** *****

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

  

  Business Response

  Date: 10/07/2024

  Again,were sorry we didnt meet your expectations and would like the opportunity to assess any potential shortcoming. For any issue, we ask that you complete a warranty request at *************************************************************************** so that we may do so.

• Initial Complaint

  Date:02/13/2024

  Type:Order 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.

  Absolutely fell in love with the Rockingham floor plan. Throughout the entire process, we worked closely with ******. Initially, we were informed that we could select any lot for our home, so we opted for one with a larger backyard. However, a few days later, ****** informed us that we needed to agree to an extended driveway, which would cost an additional $2700. After careful consideration, we agreed. Upon signing the contract and providing a $2500 deposit, ****** informed us that we needed to flip the garage and extend the driveway further, requiring an additional $3000. We refused, as we had already signed the contract based on the earlier estimate provided. Despite ******'s assurance that we would receive the full $2500 refund, she initially omitted this from the contract cancellation agreement. When we insisted on its inclusion, she claimed it was not her decision. Despite reaching out to four higher-**** including the owners, none responded. It became evident that the company prioritized profit over customer satisfaction. Ironically, on 2/13, ****** informed us that the cancellation paperwork was unnecessary and provided a photo of the voided check. This experience serves as a reminder to stand firm against builder coercion and to always document communication via email or text. It's unfortunate that their $2700 mistake resulted in the loss of a $400k home contract.

  

  Business Response

  Date: 02/27/2024

  We understand that selecting the right homesite is a crucial aspect of the home-buying process, and we regret any complications that arose due to the irregular shape of the lot. It's important to note that the selected homesite required certain adjustments to accommodate the Rockingham floor plan. These adjustments, including the extension of the driveway and the change in garage orientation, were necessary to ensure that your home could be built according to our high standards of quality and safety.

  
  Our New **************** typically provide approximate estimations for additional features or modifications during the contract process, which is a standard practice in the industry. However, we acknowledge that there was a discrepancy in the initial calculation of the driveway extension. Upon submission of the plot plan to our purchasing department for confirmation, it became apparent that a garage orientation change was also needed for your home, and this extended beyond the original estimations. While we understand your reluctance to proceed with the additional expenses, it's important to clarify that the adjustments were necessary due to the specific characteristics of the selected homesite and floor plan, and we apologize for any confusion or inconvenience.

  
  We regret any frustration or disappointment you may have experienced as a result of these unforeseen circumstances. Our team is committed to addressing your concerns and finding a resolution that is fair and satisfactory for all parties involved.

• Initial Complaint

  Date:09/08/2023

  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.

  I went to Southern Homes for a house to be built. We sat with a sales representative for hours going over every detail of the house. On the guest suite we added a door that would lead out to the lanai. We spoke with our representative multiple times about this door and we are aware the door was extra and had no issue with the added cost. We have in writing via text message and blueprint drawings that the door should be there. After closing on the home southern homes went silent for 2 months before they did anything with our new build. When we finally got our blueprints there were a multitude of issues with the drawings. Souther Homes rectified all of these issues except the door. We reached out to David M***** via phone who sweet talked us about fixing the issues but he would need a day. When he got back to us the following day he acknowledged the door should’ve been there but it seems it was inadvertently left out and we nor our sales rep caught the error. Our sales rep even acknowledged her mistake when it came to the door. After a back and forth with David M***** he condescendingly responds that while he has the power to put the door in he won’t be doing so. It seems as if southern homes thinks I want a door for free when that isn’t the case I was willing to pay for the door then and now. The behavior of this company over a door is reprehensible and I’m pretty nervous to see how disastrous the rest of the building process will be.

  

  Business Response

  Date: 09/11/2023

  The buyer contacted our Production Manager, David M*****, regarding the door. Our records indicate that David M***** requested time to look into the situation since the contract did not include this option. He did not offer any solution during that initial conversation, however, he did say that the door was not included in the contract and reiterated our policy that we must build homes according to the contract. Once he reviewed the contract, David called the homeowner back and confirmed his original conversation with the buyer: the contract does not indicate a door in that location and the home would not include this option. The buyer is welcome to contact Southern Homes again for further discussion. 

  

  Business Response

  Date: 09/12/2023

  Southern Homes is not attempting to mislead the Better Business Bureau. The production team has been very clear they would adhere to the contract.  Attached are the documents the buyer signed at contract. There is no door indicated on either the signed cut sheets or the signed option addendum. The documents provided by the buyer are not signed contract documents. These were used between the buyer and sales representative before the contract was signed and include other options that are not included in the contract. For example, a pool is drawn on that document, but no pool was purchased. There are also depictions of increasing the square footage of the home on that document, but that was also not purchased. For these reasons, it is Southern Homes’ policy to use only what was signed by the buyer at contract and to build the home accordingly.  

  Customer Answer

  Date: 09/25/2023

  I responded to the business again but it seems it wasn’t received. Southern Homes is misleading the Better Business Bureau. The business bait and switched us about the door to be added to our home. We asked for the option to be added to our home, our sales rep confirmed that with us, our sales rep stated to us that it was in the contract(which was a lie), and when it was discovered that she lied 2 months later, they stated that since it was not in the contract they weren’t adding the door. So it’s not as simple as it’s not in the contract but the fact that we were lied too and mislead every step of the way in the process of this home. This is a very straightforward bait and switch tactic that was done by Souther Homes 

• Initial Complaint

  Date:03/27/2023

  Type:Customer Service 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.

  In Dec 2022 I decided to purchase a home from Southern Homes. As part of the purchase process you outline all the upgrades you wanted added to the home. I added an electrical socket in the floor of family room, I wanted it positioned directly below where the sofa was in the model. I explained this to the sale person and she stated she would get measurements for the location and added them to the plans. A measurement was added to the plan however it was in the wrong place. It ended up being in a spot that would create a safety hazard if it was ever used. I do not read blue prints for a living and did not catch the error during a review prior to construction. The position was NOT pointed out. During a walk through of the home after framing I noticed the plug was going to be in the wrong place and pointed it out to Trenton and told him it needed to be fixed. I also asked if it would be difficult to fix and he replied "No". After that weekly progress call went on and I asked it had been fixed on the 3/17/23 when I was told tile had been installed. I was told by Trenton "No, because it was in the right place according to the plan". He blamed everything on me and the sales team, even after it was pointed out when it could have been "easily fixed". I demanded to speak to a manager to get it fixed, I also called the new sales person Drew to speak to the sales manager. I have not received a call after a week. Having a potential safety issue in a new home is UNACCEPTBLE. I need a manager to call me with a plan to move the electrical socket prior final sign off of the home in a few weeks.

  

  Business Response

  Date: 04/06/2023

  The homeowner contacted their Southern Homes Personal Builder regarding his dissatisfaction with the location of the floor outlet he purchased.  We reviewed their contract documents (option addendum, electrical cut sheet, and the floor plan), and found the measurements and the location indicated on each of these documents were consistent. Then, Production Team visited the home and measured the location of the floor outlet to ensure that the location matched the contract.  Upon review of the field work, it was determined that the measurement from the back wall of this room to the outlet is 77”, and in fact it should be 87”.  Our Production Team is currently working on correcting the location to match the specifications that were made in the contract.  The homeowner explained to our team that his desire is to now move the outlet to the opposite side of the room.  When we explained we would adhere to the original contract and the outlet would not be moved to the other side of the room, the homeowner notified the builder that he did not care and would be contacting media and an attorney because the outlet ultimately is not where he wants it to be. Our Sales Team did not return his call once they learned he was contacting an attorney. It is typically our practice to allow our legal team speak directly to their attorney in these situations. 

  

  Business Response

  Date: 04/28/2023

  Thank you for your feedback. A Sales Manager will be reaching out to you soon. 

  Customer Answer

  Date: 05/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: Yes the sales team did call yesterday. I believe it was only because I mentioned it in the BBB complaint. They called at a point when ABSOLUTELY nothing else could be done to resolve the complaint. I do not believe they had any real interest in doing anything.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/20/2023

  Type:Billing 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.

  The home builder contractor used my electricity, drove through my front yard to deliver roof frames and trusses to the home next door that’s under construction I’ve attempted on numerous occasions to rectify the issue at the lowest level but nothing was done. I would like for the CEO to be notified.

  

  Business Response

  Date: 03/27/2023

  Southern Homes makes every effort to provide the proper utilities to our subcontractor.  In certain instances, this is not possible, and we communicate with the appropriate subcontractor to make arrangements in these circumstances (i.e. generator, or water tanks).  It is never our direction to use utilities from an occupied home.  We make this clear in their scope of work and subcontractor agreement.  In the unfortunate instance where they do not abide by this understanding, the subcontractor is held responsible for the cost of the utility used.  The same is true for damage caused to a property, whether it be from a delivery or work performed on an adjacent property.
  
  Roughly 3 weeks prior to this complaint, a subcontracted block mason used this homeowner’s water.  When the owner of the masonry company noticed his workers using a homeowner’s water, he agreed to pay the homeowner for the water used and this was resolved with the homeowner. 
  
  Regarding the use of electricity, Southern Homes was unaware that this had occurred until we received the BBB complaint.  The homeowner provided our Production Team with a video from her security system, and we were able to identify the trade partner responsible.  Our stucco crew used her power to install lath on the home next door.  After notification of this issue, our team in Auburndale contacted the contractor and made arrangements for them to reimburse the homeowner.  Payment was made on Friday, March 24, 2023.
  
  Lastly, with regards to the damage done to her yard.  A resolution was already in motion at the time we received the BBB complaint.  Our Production team had already contacted the company who provided the trusses and caused the damage.  An arrangement was in place to reimburse the homeowner for the treatment of her sod in the affected area.  The supplier is reimbursing the Homeowner via a check for the cost of the damage.  

  Customer Answer

  Date: 03/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/11/2022

  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 have had multiple issues with the quality of my home. I've been in the home since 2019 as a New Construction home and it appears that I'm having to replace my AC Unit due to rusted coils, major refrigerant leaks and molded spores in my hvac system due to mass production of Lennox AC Units. I don't know why Southern Homes Uses these units knowing the cClass Action Lawsuits filed against them for using Copper Coils knowing it ruins the units. I can't afford the $11,000 it's costing me to replace a 3 and 1/3 year old unit. Southern homes using cheap and horrible quality product for the sake of convenience and saving money while the homeowner over time has to pay the price. I've already had to replace the floors, baseboards, caulking in my bathrooms, as well as having the roof repaired due to poor ******* ship (which they refused to fix). I'm in the works of reaching out to a lawyer due to the financial debt this brand new home is putting me in. Should be ashamed of themselves.

  

  Business Response

  Date: 12/26/2022

  Southern Homes has only received one service request from this homeowner which was in regards to the *** The warranty department provided the contact information for our AC company, but the homeowner stated they were receiving quotes and information from outside companies which they did not name. The homeowner closed this service request after speaking to the Warranty Manager on 12/12/22.
  
  Below is a statement from the Lennox representative regarding the class action lawsuit.
  
  ****** also stated that because the home is 3.5 years old, it would be covered under warranty and the homeowner would not have to pay for the coil itself.
  
  "This is old information. Back in 2013, a class action lawsuit was brought on and it involved *******, ******* and ******. ****** opted to settle out of court on the class action lawsuit back in 2015. Back in those days, ****** had copper evaporator coils. In 2017, ****** introduced the Quantum coils on the CBA27UHE air handlers. Since that time, issues were cut drastically and the evaporator coil issue disappeared.

  Customer Answer

  Date: 01/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have thankfully had my AC fixed no thanks to Southern Homes. I've actually submitted two requests and have provided proof of the first initial request regarding my roof AND the email address it was provided to someone in the warranty department and all I recieved back was "Thanks for the info" and never heard back. That's neither here nor there. So my question is, why did my 2019 home recieve an AC unit if they were all replaced in 2017? If Southern homes was aware, they should have ensured their contractors werenmt using outdated product. I shouldn't have had to pay to have anything fixed when I was given a defective product 2 years after ****** supposedly replaced all of the copper coils with a different type.

• Initial Complaint

  Date:08/22/2022

  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.

  Southern Homes left the Styrofoam under the air conditioning system in the attic. My neighbor informed me that his roof has water damage from the same problem. I went up into my attic and we have the same problem. This is not the proper way of doing this.

  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/09/02) */ It is our understanding that a warranty technician called to discuss your concern. As the warranty technician reported to you, our preferred AC companies and the county building official confirm that using the styrofoam in the pan is an approved method and is properly installed. Consumer Response /* (2000, 7, 2022/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/12/2022

  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.

  First thing first my sprinkler heads were installed and pointed in stupid directions to including spraying the house and the windows of my new home which caused a leak through the window somehow(see pics below)Next, my sliding back door will not lock and I have been waiting for someone to come fix this issue as this is yet another unsafe issue. Third, My ac has stopped working 3 times in one week and this is the 3 week of me being in the home so let me give a run down of this a/c problem......... First time it goes out they say hey u have to get a wet vac and unclog your drain line... keep in mind I just had this home built and just moved in. However the first time they did have someone come out and do it for me. 7/10/2022 Two days after they supposedly drained the line it stopped working again but this time on a Sunday. I called the a/c company as everything is still under warranty but no one returns the call and no one comes out. After sweating all day and all night here comes a knock at my door at 8:30am on 7/11 The a/c techs arrived and stated they dont work on Sunday! Ok so now they took care of the problem and again they tell me my drain was not working properly but its fixed now they can assure me! After speaking to their warranty team manager I was basically told that if the a/c goes out after hours or when the guys are not working I just have to deal with the heat! They can't tell the a/c company when to work! So here I sit in heat again at 12:06am on 7/12 because my a/c has gone out once again!!!! I have called even tho they stated no one would come out after hours and I have written up a service request! Please please never buy from Southern Homes! They sell u the home then basically tells u to kiss their behinds!!! Not profession

  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 13, 2022/08/31) */ On August 22, Southern Homes' Warranty Manager visited the homeowner for a New Home Warranty Orientation. At the visit, Mrs. ****** confirmed that all items listed in this report had been addressed and/or taken care of, and she has no further complaints at this time. Consumer Response /* (2000, 15, 2022/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Items have been fixed.

• Initial Complaint

  Date:07/06/2022

  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.

  Warranty request not resolved. A/C not cooling. Sub-contractor came and stated it was fine. There is a 15 degree difference in rooms. After discussion with the guy, he stated the problem was not his issue, it was installed using Southern Homes design and only Southern Homes could authorize the repair. When contacting Southern Homes they refer us back to the Sub-contractors. I know what is wrong and how to fix but again Sub-contractor says it is a Southern Home problem and leaves. The A/C unit at this rate without repair will burn out and have to be replaced if unit isn't repaired. I don't have $10.000 to spend to fix something so simple. Southern Homes gives excuses until your warranty runs out, then not their problem. It's a simple fix. I want I'd repaired

  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 13, 2022/08/25) */ On June 23, 2022 a warranty technician spoke with the homeowner regarding her air balance/temperature check that was completed by the air conditioning contractor who installed the air conditioning unit. The rooms that the homeowner had tested were 2 degrees warmer than the thermostat temperature and the rest of the home. The warranty technician explained to the homeowner that a 3-5 degree difference in rooms is standard, and that the 2 degree difference that was found during the test is normal, and could even be considered low during summer months. Consumer Response /* (3000, 15, 2022/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The tech came out before 9 AM, when the a/c had been set to 70 for 24 hours, and fans in the rooms running. Of course before that's to early in the morning. He checked the WALL temperature, never the temp of the room up around ceiling. He also was very rude, and said they installed per Southern Homes design and it wasn't his problem, contact Southern Homes. Southern Homes of Polk County cuts every corner they can, blames every defect on someone else or says it was built to code. I have contacted the code inspectors on 2 other matters and was told sub-par contractors used but done well enough to just pass code. I have 8 statements from others (neighbors) who have this same issue with their A/C and got the same "too bad for you" response. Business Response /* (4000, 22, 2022/09/26) */ On September 2, 2022, the air conditioning contractor revisited the home and increased the blower speed and repeated the CMF testing. They offered to install dampers, and the homeowner refused. The homeowner requested returns be installed in each bedroom. The homeowner was advised that is possible, however, that is not standard procedure and would be at the expense of the homeowner. In addition, the testing from the second assessment came back that the AC system was running as it should. For clarification, Southern Homes does not design ductwork, and the owner of the air conditioning contractor company confirmed that they design the ductwork on their homes, both Southern Homes and all others, using Wrightsoft and according to industry standards. Consumer Response /* (4200, 24, 2022/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) #1, we DID NOT ask for returns to be installed in each bedroom. #2 the 1st FCM testing showed the air was NOT balanced, per statement from the 2 technicians. They turned up the fan speed to max and stated they would call in a week to see if that helped. 2 weeks went by with no call. Finally, their office called and said they were checking with me as I had not called them. I asked were the duct work blueprinted by Southern Homes for our model home and was told YES, the A/C company DID NOT design the layout. It came from Southern Homes blueprint. When they came out the 1st time they had a copy and documented the CFM on each vent. So was put on hold by A/C company then was offered dampers to redirect some of the air flow. I refused as this is just a compromise to a problem, not a fix and requested they come back out and turn the fan speed back down to where it was. Haven't seen or heard from them since, the speed is still on max. Matter of fact, the 2nd CFM test the technicians stated it didn't change much from the 1st test. So it's a he said/she said situation in which Southern Homes will never accept responsibility for anything. It's always blamed on the contractor that THEY hire and contract with. NO I DO NOT ACCEPT a patch job when it should be done correctly the first time.