ComplaintsforR. Squared Construction

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  R Square built our new home starting June 2021 and completing around January 2022. RSC built up the land to level for the foundation, and graded the front of the yard. The result of this sitework is that our home is positioned lower than the main road. We voiced our concern at the time of grading, that the slope could cause drainage issues in the future. RSC assured us that it would be fine, and we relied on their professional knowledge and judgment regarding the slope and drainage. Subsequently to the home being built, and sods been installed around the home and lot. After the first heavy rainfall and water from the main road washed down and caused a deep erosion, 15 feet wide and 25 feet long, along the front of the garage, and flooded the front of the house. We contacted RSC regarding the erosion, but they denied our request to fix or address the issues because we were 30 days signing of the release form. We relied on their professional judgement when we first voiced our concerns, and we couldn't judge the outcome until the first heavy rainfall. While we were transitioning into our new home we had a large to-do list, so we couldn't not see the a small crack on the laundry room window and denied address the issues due to over the 30-day period. When we set out to plan and build our dream home, we never though the process would be so stressful and delt with problems since occupying. RSC represented to us that they build a quality home, but we found out that is not an accurate representation. We are realistic and didn't expect the house to be perfect nor free of issues, we all need RSC support but we didn't get one. We are elderly couple and, my husband is 100 percent disabled Vietnam Veteran, so home repairs are not something that we can physically due, and didn't expect to in a new build. We have only lived in our new home for just over two months, and we have to find someone, if we can find one, to fix the problems at our expense that created by RSC.

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/04/06) */ In reference to your complaint, It was a pleasure working with you both. I am so sorry to hear you are having problems with the drainage. Your new home could not be elevated any higher without jeopardizing a flood to the existing structure you occupied during the build. I noticed you have installed a new driveway. The driveway installed after the sale will have changed the grade of the property. R Squared Construction had a drainage plan that was inspected and approved by Santa Rosa County. Please provide your permit number for the new driveway so we can address this issue with the County. On the broken window: During the two walk through inspections there was no note of a broken window. Consumer Response /* (3000, 7, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Response to R Square Construction (RSC) comments; We bought the 5 acres of land on October 2020, and we lived on that property via a metal building for over 10 months before the construction of the new home began. During our residence over those 10 months, we never experienced a land erosion issue nor any flooding problems during the rainfalls. The first sign of any flood and land erosion were after RSC graded the front and side of the land. The grading resulted in the creation of a 10-foot-high bank on the side of the home. During the construction RSC bought several truck-loads of dirt each time after rainfalls. As we originally mentioned in our first complaint, we noticed that it was the same area experiencing the erosion and flood after rain, and brought that issue up with RSC. RSC is implying that the concrete driveway that could causing the erosion and flooding. However, during the construction of the home there wasn't any concrete driveway, but flooding and land erosion did occur after rainfalls. During the final stages of construction RSC was to put in a crushed asphalt driveway, we assumed the RSC had permit for that, so we didn't need extra permit for the driveway. We did decide to put in the concrete driveway instead of the asphalt a week after we signed the release form. The floods and erosions are existing conditions. Why wouldn't this issue be part of the 30-day warranty process from RSC? Because of the issues we were having and wanting to know more about the drainage issue, we went to County Development Services office to find out what kind of drainage permit RSC acquired. But there was no specified drainage plan permit for our house, according to Deputy Building Official. Deputy Building Official shared that RSC summitted a plan with the position of the house, and was to make sure that water was not going to intrude into the home. There is no drainage system nor any drainage pipes nor a stone trench around the home. After rainfalls there is nowhere for the water to go, especially along the front of the home. The last rainfall was only a couple of days, and we are deeply concerned that if we have a bigger and longer rain storm what is going to happen? In our prior complaint, we noted an issue with the window. Our experience with window issues previously, window manufacturer informed us with consumer life time warranty. It doesn't cost anything for RSC to make a call to the window installer to change the window panel but RSC said the inspector walked through the home twice and he couldn't see the small crack so RSC denied the request. The inspector not seeing the crack doesn't mean it wasn't there. It is too small to see by just looking at; you have to be close-up to it. RSC said it was sorry that we have so many problems, but we feel as if they do not really mean it at all. Especially considering they refuse to make a simple a call to the window manufacturer and installer. RSC's refusal is more indicative of their business professionalism. We want to know the drainage permit number RSC requested so that we can go over with the County Development Services Official. Again, we do not and would not recommend R Square Construction for a quality home building project because we feel any home owner should not go through what we are dealing with the problems after the RSC left. Business Response /* (4000, 11, 2022/04/29) */ In response to the customer comments on April 12th, 2022. The first benchmark is that R Squared Construction was contacted by a Santa Rosa County building official and was advised that a complaint was filed in reference to an erosion issue. The county official advised thru public record that no building code violation nor land development code violation was noted upon inspection of premise. They insured that the parking pad that was poured outside of the garage by R Squared was draining correctly . If the home owners would like to meet a R Squared representative at the county office to discuss this matter further with the county officials we would gladly do so . During any build it is very typical for some erosion to occur due to the fact there isn't any concrete or grass in place to stabilize the soil . This particular lot has a lot of elevation to it which did cause some erosions during the build process and R Squared did to the best of our ability's try and control the erosion during the build process . At the end of the build R Squared was under contract to pour the concrete parking pad in front of the garage and have a crashed asphalt drive coming from the road to the pad .R Squared met with the road and bridge inspector and was informed there was no permit needed for the asphalt drive as long as there was no concrete attaching to the road way . The homeowners chose to trade the crushed asphalt driveway for extra sod which R Squared agreed that they we allowed to do so . R Squared received the final inspection on the home 1/14/2022 which completed R Squared permit with the build meaning there were no more active permits with this home . R Squared did the First walk through with the homeowners on 1/20/2022 where they received the Homeowner Orientation Checklist informing them about their home and about what is and isn't covered under warranty which was signed by the homeowners . Item three on that checklist states " Landscaping , erosion control , drainage , washouts" are all considered homeowner maintenance. That same day they also received another form labeled Orientation to Responsible Homeownership which was signed by the homeowner , in this form it states the responsibilities of maintaining your home and in that list item number 4 states " Any erosion ,erosion control and drainage" is homeowner responsibilities . During the walk- through there was not anything listed on the walk-through checklist the was also signed by the homeowner stating any concerns of erosion on the property . Gutters for the house was also suggested multiple times throughout the build and was denied by homeowner. R Squared Construction also suggested gutters in several meetings/color selection which gutters were also denied. Refer to your color sheet for reference. The homeowner was scheduled for their final walk-through on the home to make sure the corrections on the first walk-through checklist was complete but instead they decided they didn't want to have the final walk through due to the urgency to move in the home, they signed the release form and agreed that there wasn't any issues or con concerns with the home or property. After R-Squared was released from the project and the permits were closed the homeowner hired another contractor to re-grade and pour concrete driveway that went from the road connecting to the parking pad at the garage, this was NOT permitted or approved by the county which you can see by public record . By doing so they changed the drainage plan R-Squared had in place for the project . The driveway was poured to where the water is funneled down the driveway and off the back side of the parking pad which is where the erosion is located , if R-Squared would have been made aware that a concrete driveway was being installed after completion of the home other drainage plans could have been made to help control the water better but that information wasn't ever shared with R-Squared. The crack in the window was never advised to anyone with R Squared Construction. To make a statement that R Squared Construction refused to correct this issue is inaccurate. R Squared Construction has a customer portal to request warranty claims and as of 4/28/2022 not warranty claim has been sent. The home owner also has all of the contact information for R-Squared and for the sales agent on the project and there hasn't been any warranty claim made with them also . If the homeowner would like to make a claim with R-Squared regarding the window we would process the claim and assist the homeowner on getting the window repaired. In reference to you inquiring for your permit number for drainage plan. This is available at Santa Rosa County Development Services and also is located in the plan binder that was provided to you at the first walk thru of home. As stated before if the homeowner would like to meet a R-Squared representative at the building officials office to go over this issue we would gladly do so . R-Squared takes pride in providing the best quality home and service to their clients and we are truly sorry your having these issues . R-Squared would gladly help repair any qualified warranty items that are wrong with the home that are listed on your warranty form which the homeowner has a copy of , please contact a R-Squared representative or the sales agent and we will be glad to help. Consumer Response /* (4200, 13, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding the cracked window issue, we sent a text to office associate "T" regarding the cracked window on march 15th, and we received a message stating "checking". A few days later we sent a second text to office associate "T", asking for an update with the window issue, and again it stated "checking". Through our compliant with the BBB, RSC indicated that during the walk through there was no cracked window at that time and denied to fix the window due to the issue being over the 30 days warranty. However, during the construction of our home, we mentioned a few times to the RSC foreman the window frame wasn't straight, and he told us it would be take care of. As stated before, that has never happened, but rather the worker patched up the gap, instead of correcting the window frame. We informed RSC that we preferred a concrete driveway. During those discussions the RSC foreman didn't mention, the concrete driveway would change the course of drainage water flow nor the land erosion issues that could arise. If this could have been an issue, why wouldn't RSC bring this to our attention, instead of being silence about it. RSC graded the land and the driveway. The third-party contractor for concrete didn't grade the driveway but poured and cleaned up old crushed asphalt edge of the driveway. RSC is now mentioned gutters for the issues, but they never mentioned gutters at all during the design build stages. If the gutters were an important element to prevent flood and land erosion, why didn't RSC enlighten us at the various meetings we had at the design stage. We went to several meeting at the RSC office to choose design features, size of house and floor plan, window, door, brick, flooring, roofing, soffit vent color. We discussed the basic package for our house most of the time because the cost was already higher than what we originally anticipated. We originally inquired about a price for a screened in porch during the initial meeting, but RSC never did give us a final price. They also forgot to order two side light door panels for the front door. Later RSC tried to charge us more money for the door panels due to increase of the price. During the construction, the foreman asked us about the screened in porch, but we declined the option as it would now be more than 30% of the originally estimates due to a needed change to the floorplan. The original kitchen plan included a 36-inch induction cooktop and double wall ovens. Accordingly, the appliances were ordered based on this confirmed information. However, during the construction, RSC told us we could have to choose between a 30-inch cooktop with double wall ovens or 36-inch cooktop without double wall ovens due to the space. But we decided to stay with the original plan. If RSC was better organized with the floor plans, then RSC wouldn't have to ask the client to compromise the original plan. Other floor plan issues came up like putting in a light switch behind a bedroom door. You wouldn't expect an experienced builder to put in a light switch behind a bedroom door! As RSC responded about land erosion during the construction was normal, but during the construction RSC brought several truckloads of dirt to fill in the erosion. We asked RSC about the septic tank budget, which RSC never installed. According to office associate "T", "more dirt and more dirt", the most of septic tank budget used to cover the dirt cost. RSC should have an idea about the land erosion in the future. We trusted RSC and that's why we signed the release form. On several occasions we mentioned the land erosion and the flooding during the construction, the foreman assured us it would be fine. It isn't okay nor is it fine. RSC hasn't provided any solutions to prevent these issues. We reiterate, before the land grading we did not have any flood nor land erosion. We all know the driveway didn't cause the flood nor the land erosion. It happened several times during the construction, front yard flood and the land erosion after rainfall. As far as I am concern RSC wouldn't do anything about it and would come up with other excuses. Even if we agreed with the crushed asphalt driveway, the rainfall and rain water from the main road would cause the flood and front of the garage land erosion as the same way. The front of the garage concrete pad will stop the rain water from the main road then where the water goes? It would cause the land erosion where the edge of the concrete pad. The concrete driveway raised higher than just crushed asphalt and slightly higher than the main road, as matter fact it reduced the rain water from the main road. We didn't deny the last walk through, the VA home inspector, RSC foreman, and county home inspector came while we already moved in the house. The county inspector came one more time to check off his list. The tub and kitchen cabinet door repair were ordeal. RSC foreman gave us the phone number to call the repair person for the tub, but it took almost two weeks to get hold of the repair person. Finally, we spoke the repair person, but RSC foreman didn't send a work order, we check with the repair person again but she said didn't receive it second time. Finally, office associate "T" sent a work order. The kitchen cabinet was the same way to be repaired. If RSC is a good quality home builder, they should finish to the end, not by the home owner. During the construction we noticed the color sheet had many differences than what we discussed and agreed with in the meeting at the RSC office. We told the RSC foreman that wasn't what we agreed on and then foreman told us he wasn't at the meetings and said he could do by according to the color sheet. That was his respond every time. We were very frustrating with his responds. RSC blamed the driveway, but the fact is the design of the house position and created a side bank, which causes flooding and land erosion. At this point, it doesn't make any difference if the county permitted the plans for the building, we still have flood and land erosion issues. According to the county official, they ask the builder to make sure the rain water doesn't flow inside the house, after confirmed the permit is issued. It is hard for us to understand, how the county could give permit the builder to build without proper drainage system. When we sent the issues with pictures to RSC the first time, but they didn't address nor gave advice but only stated that the homeowner's responsibility due to over 30days warranty. That's why we posted our case in the BBB website to let RSC and the county know our situation and we hoped get some help to address and or repair the issue. At this point, we do not need to meet with RSC. RSC continues to blame the driveway; it means RSC does not intend to address these issues. We are not trying to make RSC look bad; we are trying to show RSC our situation. RSC moves into another project but we live here and deal with problems every day. We couldn't enjoy or relax in our new home since we moved in because lots of things need to be address after RSC left. We were trying to fix the land erosion and drainage ourselves; as we couldn't find anyone to do the job. The slope and the size of the land erosion wasn't weekend "Do it yourself" project. My husband has ended up in an ambulance to the ER, and I myself have had physical therapy for a month. RSC and the county should morally and professionally be ashamed of themselves. How would you handle this if it were your own home?

*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. ↩