Complaints

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• Initial Complaint

  Date:05/24/2024

  Type:Sales and Advertising 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 spec home built by Eagle Homes Construction one year ago and it had been a nightmare ever since. They were late on finishing the house which caused us to be late on closing which caused a rushed home inspection but they assured me there was a good warranty with the home and anything will be taken care of. Fast forward to today and there are multiple problems that need to be addressed. The builder refers you to their handyman who does not like to respond and when he does he does not show up on the date and time you agreed on. Instead he makes excuses as to why he cant show up and fix the house. Its gotten to the point where *** had to fix builder defects on my own and come out of pocket upwards of $4,000 and the builder refuses to reimburse. The builder will not reach out in any way my only contact has been the builders personal selling realtor who does not obviously care if my house is fixed or not. My only concern now is that other people do not get left out to dry by this horrible company like i did

  Business Response

  Date: 07/01/2024

  I apologize for the late response to the recent complaint posted towards my business. I've reviewed this letter with my team and would like to address the details that this homeowner has mentioned in their complaint. I'd like to begin by saying that from the start, we've reported back to the owner when they reached out the first time asking us to come out. I gave the owners the contact information of *******, who's in charge of everything regarding warranty for Eagle Homes. He contacted the owners, did a walk through with them and then scheduled a handy man to go out there and fix it. Our records from that first repair show that we fixed a drywall hole behind the front door and two small ceiling cracks inside the home. After these repairs were done, the owners were satisfied.
  
  Ever since then we hadn't heard anything from the owners until their personal realtor contacted our realtor ******** on May 7th, 2024. According to the conversation we have documented for proof between the owner and the two realtors, the owner shared pictures of minor cracks in his garage which is a very common occurrence in concrete. This was the first time we found out about this. What is odd is the owner DID NOT reach out to us to at least consult with us about these cracks, instead we found out about the cracks after he had already hired a company to do a foundation evaluation the company also provided him with a quote to fix the cracks. 

  At this point in time the owner was extremely irritated due to paying $4,000 to get the evaluation completed, keep in mind he never reached out to us before contacting the company who did an evaluation. When hearing about the issue Eagle Homes was prompt in communicating about the issue and scheduling a time to come out. 

  The $4,000 evaluation is the same amount the owner mentions in his complaint that he's had to "fix builder defects" and that we are refusing to reimburse. From our point of view, there's no reason why we should reimburse the owner for something he went ahead and did without even consulting or contacting the builder first, the owner had our contact info so there is no excuse for not contacting us as we have satisfied all previous requests or issues mentioned to us. 

   

  
  The second point I want to address is that the owner never contacted or spoke with any of our handymen like he addresses in the complaint. The person he was in contact with was *******, as mentioned before, is the warranty person for the company. The repair was scheduled for Friday, May 24, 2024. Unfortunately, the handyman scheduled to come to his house had a family emergency and called in early that morning. We tried to accommodate the schedule of the owner however we could not prevent a cancellation on May 24th. This is a very rare thing for us, but we had a specific repair man scheduled for this repair who would best resolve the issue. When ******* reached out to the owner about a possible reschedule for the upcoming week due to the emergency we had, the owner wasn't happy which is completely understandable, however this situation was out of our control on May 24th.  On this same day, May 24. 2024, I'm sure out of frustration, the owner published this complaint. I understand he wasn't happy, but all of the details on this complaint are nowhere near the truth. Although we appreciate him bringing awareness to other people about the companies that don't do a good job, we do not fit in this situation. We have all conversations documented for any possible verification needed. It is also worth mentioning upon needing to reschedule from May 24th, we promptly contacted the owner about scheduling another time to come out and perform the repair.  
  
  On June 3rd and June 17th, we finished all the repairs the owner had requested which were cutting the expansion joints in the garage floor, sealing concrete cracks in his garage, and a stucco crack on the exterior. It's worth noting the owner is particularly difficult to deal with as many times he would not open the door for access and not respond when asked about paint that was needed for the repair. The owner was specifically asked before performing the repair whether he had any remaining paint at the property, he did not respond to the question, when at the property and asking while performing the repair he informed us he had thrown all paint away for his house this is just a snapshot of the many difficult things we have had to overcome for the owner.  We would've liked to know ahead of time that the paint wasn't there, but we dealt with it and got it fixed anyway. Everything they wanted us to fix has been fixed, and the owner is happy as far as we know 
  

  This complaint comes as a surprise