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:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BriteHomes refused to honor a warranty to fix an issue with my back patio door. The warranty claim was submitted prior to warranty expiration, and I was initially told that because they are no longer working with the subcontractor that installed the door, there was nothing they can do. I told them my warranty is with BriteHomes, not the subcontractor. After several months of back and forth, I was told that the issue will not be remediated. Furthermore, because of all the delays, i was unable to file a dispute with Maverick.

  Business Response

  Date: 03/12/2025

  Homeowner builder warranty expires one year from his date of purchase, which expiry date is June 7, 2024.

  Homeowner put a warranty ticket into the system, which was subsequently closed out in error on our part.

  Construction Management personnel in the market responded to homeowner, and re-opened the warranty ticket. The door was checked for plumb and reviewed.  Homeowner was responded to with the resolution that since the screen door (affected warranty ticket item) was functioning properly, meaning it was opening and closing as designed, no repair was warranted.

  Warranty ticket was closed out as the door is functioning as designed.

   

   

• Initial Complaint

  Date:09/29/2024

  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.

  My wife and I just recently purchased a new construction home from Brite *****. Worst part about it is driving home from work dreading my decision doing business with Brite home and having to live with this feeling for the next 10 years that we planned on keeping the house. Our water supply. Our house water source is a well. When we first viewed the house we noticed a rotten egg smell coming from every Faucet in the house. We were told that the water softener system is what helps to remove the sulfur (rotten egg smell) from the home and that continuously running all the faucets will clean our pipes and eventually the smell and taste will go away. Having no experience with the well water we found the rotten egg smell to be very indigestible. Imagine having to brush your teeth with a rotten egg hanging over your nose and on your tongue. We trusted that this would be true because how else would this be acceptable. Who can live with such poor quality water? So we over looked it and we are now paying the ultimate price. Having to buy gallons of water just to brush our teeth. Holding your breath in the shower just so you dont throw up while trying to digress from a long day at ******* closing, Ive reached out to Brite home multiple times about this issue and the only thing they say is that there is nothing they can do and that they are not responsible for the water quality nor are the required by law to do anything about it. Brite homes **** have told me blatantly that it doesnt matter that we said it about it going away that well have to add an additional tank to our water system called a sulfur blocker which cost 2k+ not including installation. Why wouldnt you mention that in the beginning? Why lie and take advantage of my wife and I like that? How is this even legal?

  Business Response

  Date: 10/01/2024

  We strive to deliver the best home closing experience possible and will work with the Homeowner to ensure they are fully satisfied. 

  
  The Complainant has stated that we should repair the sulfur smell that is coming from the well water on their new construction home.

  
  Response: 

  The complainant purchased a new construction home with a well for water.  Should the Complainant have conducted even a basic search on well water in Florida, they would have come across the pamphlet published by The ******************************, Water Programs, Florida Department of Health. The basic search by the Complainant would have outlined that throughout the state of Florida, there are many environmental factors related to well water, including the sulfur smell that the complaint is based on. Sales, Construction, and Warranty team members have been actively in contact with the buyers regarding their concerns. The Sales Representatives involved in the sale and purchase of the home have also shared their personal experience, with one representative living in the area, and provided recommendations for companies that assisted them personally with reverse osmosis and line flushing. We've communicated that a sulfur smell in well water is quite common in Florida, especially in new homes with *****.

  
  Unfortunately,the Complainant is unwilling to pursue any options that have been related by our Team to remedy the common occurrence of sulfur smell in well water throughout the state of Florida.

• Initial Complaint

  Date:08/18/2024

  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.

  Brite homes has not stood by their warranty on our new construction property. They are working with mechanical one as the provider for the ** unit in our home.Our ** unit was installed without a ** filter rack and a proper filter. This was the first sign of an issue with the unit. The second problem was that the unit was not fully assembled and had to be repaired The third issue is that the company identified with their Contracted ** company mechanical one that there was An -Issue In the ductwork when they came out for a third time, this is indicative of their workmanship and the homeowner is not working with the ** company to get this resolved. They do not want to fix the issue, even though they did admit that there was an issue with the duck work Bends in the master bedroom of the house. They claim they fixed it with duct tape, which is evident of their lack of care and attention to this matter.Weve had independent ** companies provide suggestions to resolve the issue and weve also offered to pay mechanical one to resolve the issue however, theyre not willing to fix it The builder is aware of this situation is OK with this service They are complicit with mechanical one in the to fulfill their home owners warranty, and provide a fully functioning unit throughout the entire home. Its ongoing issue with the airflow to the master bedroom in our new home, which is covered under our homeowner warranty .Despite multiple attempts to resolve this matter with Mechanical One, the problem persists. The temperature in the master bedroom is consistently 3F or higher than the rest of the house, significantly affecting our comfort and well-being, especially as my wife and I both suffer from fibromyalgia .We have been informed by Mechanical One that the current system meets code guidelines, yet the lack of airflow remains a significant issue. We would appreciate a prompt response and resolution to this matter.Thank you for your attention to this urgent issue

  Customer Answer

  Date: 08/26/2024

  A third-party expections by coastal Coast revealed several issues this should be covered under builder warranty

  Customer Answer

  Date: 08/26/2024

  Please contact me at ************

  Business Response

  Date: 08/26/2024

  Brite Homes strives to deliver the best home closing experience possible and will work with the Homeowner to ensure they are fully satisfied. 
  The Complainant has stated that Brite Homes does not stand by their warranty on new construction homes, specifically regarding an **** issue.
  Response:  The Complainant filed a service request with our warranty department and the installation of the **** system (contractor) was notified of the request and dispatched to diagnose and resolve any issues.  A service call was made by the contractor and the Complainant was notified that the installation met all building codes, passed the required inspections and was working per manufacturer specifications.  
  
  On 5/22/24 Complainant was not satisfied with the answer from the contractor and demanded a filter rack be installed as they were not satisfied with the C-Channel on the metal support stand installed per manufacturer specifications. 
  
  On 5/28/24 Although the contractor was not bound to make this adjustment, the contractor installed the filter rack per the Complainants request, at no charge to Complainant. The System was once again checked and found to be working per manufacturers specifications. 
  
  On 6/4/24 The Complainant once again filed a service request, stating that another company advised the master bed duct was pinched.  Contractor obliged with another service call and found the duct to be not pinched and redirected the airflow (with grill covers) to force more air downward (per the Complainants request), at no additional cost to Complainant.   Contractor stated that the Complainant was satisfied with the service and the outcome.
  
  On 6/10/24 Complainant once again placed a service call and the contractor responded and verified that the system was operating per manufacturer's specifications and any temperature variations were within specifications and industry standards.
  
  It is worth noting that the attached inspection report, provided by the Complainant, does not note any deficiencies with the **** system.
  
  Desired Settlement:  Finish the job
  
  Response:  The job is complete. The installed and inspected system is operating per manufacturers specifications and guidelines.  Based on the contractor's expert service and diagnosis, we consider this service request ticket to be resolved.

  Customer Answer

  Date: 08/26/2024

  This issue has been disregarded as soon as was reported mechanical one has not fulfilled their homeowners warranty guarantee, and The unit itself is not sufficient for the home. Ive had more than one independent ********** do an inspection

  there has been poor workmanship from mechanical one since the beginning the ** unit was installed without a filter

  filter mount rack wasnt installed 

  this is the third issue that weve dealt with Indicative of the quality of work done in regards to the ** unit

  Please see attached Invoice from coast to Coast cooling and heating  Ive also had second and third opinions from Ocala heating and air  and alpha heating.
  

  All of them suggested that there is an issue with the ** unit and how it was installed 

  your acting solely in the interest of your company as opposed to the end consumer of your property

  The homeowners warranty Should cover this and This is the negligence on your mechanical ones part.

  Honor  your Homeowners warranty

  The ** unit that was installed is not sufficient for the property size. Insufficient duct work was done for the master bedroom of 8inches 

  This proves the fact that there is a known defect in this house.

  The cooling is not sufficient and you are happy with the outcome of leaving one side of the house, 3 and up to 5 degrees hotter than the rest of the house.
  

  This a brand new home the fact that youre and the ********** are ok with this is telling about your unprofessional handling of this issue 

  I can provide estimates from three companies In the thousands of dollars, indicating that something was done incorrectly with the ** unit in this new property

  Customer Answer

  Date: 08/27/2024

  Home builder put 2 ton unit for Ac undersized for the property which is 1765 SQ foot see chart below regarding the standards 
  *********************************************************************************** Square Footage Air Conditioner Size (Tons)
  600-1,000 square feet 1.5 tons
  1,000-1,500 square feet 2 tons
  1,500-2,000 square feet 3 tons
  2,000-2,500 square feet 4 tons
  2,500-3,300 square feet 5 tons
  
  See attached estimate from third party independent ********** Coast to Coast
  ***HOME IS A NEW CONSTRUCTION HOME. ORIGINAL CONTRACTOR/BUILDER SHOULD BE GIVEN THE RIGHT TO FIX THE ISSUES. WE CANNOT PURSUE ANY WORK HERE UNLESS THE HOME IS OUT OF ITS 1 YEAR WARRANTY WITH THE BUILDER/HVAC CONTRACTOR **
  
  Existing home is almost 1800 square feet under air. Insulation is good, but it's standard blown-in insulation. Customer states unit runs essentially non-stop and customer likes it really cold. Home has airflow problems with certain areas being noticeably warmer. Due to the sizing of the unit in relativity to the size of the home, we recommend getting a load calculation done to determine the proper sizing required. There is a strong chance the existing unit at 2 tons is undersized. Typically with a home that is this size we see 3 ton systems being used unless the home has spray-foam/icening attic insulation.
  If you go with us, we'll take measurements, submit everything to an engineer who will do a block load for us to determine the proper sizing required. Load calculations are only as good as the engineer that does them. Our engineer is excellent. This load calculation will determine what size unit is required. If a smaller or larger unit than what is quoted here is required, we will re-bid the job with the proper capacity.
  
  
  The installation itself is not very good. New construction is typically done by the cheapest subs and builders like to use cheap contractors.
  
  Float switch is pretty inaccessible and should've been done differently.
  
  Filter assembly used is the slimfit which will likely be a pain to change. Overall, cosmetics of the installation could be done much better.
  
  Upon Inspecting your duct system, we've noticed several issues. ******** is a critical part of the equation and if it's undersized, it reduces efficiency, output, and reliability. The newer systems are more efficient, but they're more susceptible to smaller ductwork and we need to make sure everything is up to par for your system to operate properly. Here's what we found:
  
  - Existing Plenum is really small for a 2 ton system. Needs to be enlarged for the capacity of the new system - Master Area is not as comfortable as other areas of the house and is noticeably warmer. We will enlarge/Increase the ductwork coming off of the plenum as needed to make this area more comfortable.

  Business Response

  Date: 09/03/2024

  Customer states that master bedroom off by a couple degrees
  
  Response:  Three degrees difference from the thermostat is an industry standard and is accepted by the Florida Energy Code and ACCA
  
  System runs almost constantly.
  
  Response:  The system is designed to cool the house up to 17 cooler than the outside temperature and maintain 50%-59% relative humidity . Example on a 95 day the system can maintain a 78 indoor temperature at minimal while also maintaining 50%-59% relative humidity. Florida is a sub-tropical environment with high humidity so the A/C system must run a lot to remove humidity
  
  Plenum size also small and ductwork feeding air to the master area is only 8.
  
  Response:  All ducting was computed based on many factors (size of equipment, size of rooms, construction type, insulation, window type etc.)using a state mandated software (EnergyGuage)
  
  Solutions: Unit needs to be upsized with proper load calculation, Also ductwork feeding master and supply plenum. (See #3 above)
  
  Response:  Technician does not provide a load calculation; how can he say the unit needs to upsized without this? Did Coast to Coast do one? Can we get a copy to look at it?
  We did a load calc (attached). with state accepted software (EnergyGauge attached)

  Customer Answer

  Date: 09/08/2024

   
  Complaint: 22161030
  
  I am rejecting this response because. Half of the house doesnt get properly cooled. The master bedroom, master bathroom and closet. If that is satisfactory for your company and customers thats speaks volumes

  
  This issue remains unresolved. Your *********** Mechanical One, suggested that I keep the master bedroom door open at all times to improve airflow and cooling, which is not a satisfactory solution proof that theres a known flaw in cooling system being undersized for the size of the home 
  
  Coast to Coast our independent contractor would like  proceed with the Manual J load calculation 
  
  However we  need the following documents that I didnt receive even after requesting it previously. 
  
  Why was this not provided in your previous response if youre requesting a manual J load calculation?
  
  1. Floor Plan This includes the layout of the house, showing the dimensions and arrangement of rooms.

  
  2. Elevation This is a drawing that shows the exterior view of the house from different angles (front, back, sides).

   

  
  3. Wall Section This is a detailed drawing that shows a cross-section of the wall, including materials and insulation.

  
  4. Orientation The direction the house and doors face (e.g., north, south, east, west).
  
  
  This  information is required for the Manual J calculation, which is essential for determining the proper HVAC system size for your home.
  
  

  if you could provide these documents promptly to facilitate the necessary calculations.
  

  Once I have this information we will proceed with our investigation regarding this insufficient AC unit and provide with an independent manual j load calculation. 

  Customer Answer

  Date: 09/11/2024

  Please leave this case open. Im still working with my builder regarding this issue. I had to contact the county to get the information required to do the test ourselves with an independent ********** once we have the results we will post it and we expect a response from Brite homes.

• Initial Complaint

  Date:11/08/2023

  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.

  Sprinklers dont work. Water pressure is terrible. Cracks in the concrete and the Sheetrock was cracked when we bought it and supposedly repaired but doesnt match. Cracks in the bathrooms tile joints. Holes in caulking everywhere. This is the worst house Ive seen

  Business Response

  Date: 11/20/2023

  Consumers closed on the purchase of their home on October 13, 2023.  In an effort to satisfy the homeowners, the below response to the homeowners claims are being addressed as follows.
  

  Consumer stated that the sprinklers do not work.

  Response:  Upon notice from Homeowner that the sprinklers were not functioning, we immediately noticed the sprinkler installation company, which then immediately left the homeowner a message with a work order. Vendor then left the homeowner 2 additional messages to schedule an appointment.On 11/13/23 8:10 am our warranty department called Homeowner to let him know that vendors were trying to contact him.  Homeowner responded and said the sprinkler company will be out there tomorrow to look at his issues. Vendor was dispatched to meet with the Homeowner and Homeowner was contacted by the ******************** we asked him if it was ok for them to come on 11/14 and they wanted him to be there so they could explain anything to him he told me he would be home. The Homeowner was not at home during the vendor visit and they were not able to explain to the Homeowner the sprinkler timer instructions and other things that he needed to know for the future, such as adjusting the heads or setting the timer on the system. At the time of closing, the sprinkler system was working correctly, and the timer and sprinkler head adjustments are a Homeowner responsibility.

  
  Consumer stated that there were cracks in the sheetrock that had been repaired, but did not match and holes in the caulking.
  

  Response:  When the warranty department asked Homeowner about the cracks in the sheetrock,  we were told Homeowner had painted his whole house inside and fixed the caulking in his bathroom so those issues had been resolved. *** told me they were working just fine, the timer needed to be adjusted and they adjusted some of the heads of the sprinklers, When I called ************* and asked him if it was ok for them to come on 11/14 and they wanted him to be there so they could explain anything to him he told me he would be home. He was not at home and they were not able to explain to ************* these are things he needed to know for the future, Like adjusting the heads or setting the timer on the system. This is a Homeowner responsibility not a warranty issue. 11/15 I asked ************* to send me a picture of his gauge for his well since he said he has terrible pressure. His gauge is reading 40 PSI and this is a normal range for a Well pump. I sent ************* an email letting him know I asked a couple of people in the ********** area about their water pressure and their pressure is at the same PSI as *****************
  

  Consumer stated that the water pressure was terrible.
  

  Response:  ******************* asked Homeowner to send a picture of his water pressure gauge for his well since he said he has terrible pressure. Gauge reading is within the normal range for a well pump. For further clarification, the ******************* sent the Homeowner an email letting him know we asked a couple of people in the ********** area about their water pressure and their pressure is at the same PSI as Homeowners
  

  
  

  Customer Answer

  Date: 11/30/2023

  I was left a voicemail by the sprinkler company. I called back and left them a message that I was off on Wednesdays never heard back from them until they said they was coming. I said that was fine. If I installed a system I would not expect the homeowner to adjust anything it would ready to go. If you installed a ac system and said its up the homeowner to adjust it if its not working properly do you they could do it? 
  so now our dishwasher doesnt work and we have informed that we need to contact the manufacturer. I believe law reads for a new home warranty that the builder is responsible for 1 year. That includes anything in the home. 
  Over the Thanksgiving weekend our breaker was sizzling so I figured out it was the water heater breaker that was shorting out so I turned it off called the warranty department no response called the electric company LISTED in my cabinet sticker only to find out that they didnt do the work on our house. So we called the warranty office back Monday after being without hot water for 4 days. And they said it was different company and they would contact. Nothing happened. So my wife called the warranty and got the name of the electrician and she called them only to find out that was not the correct electrician!!! So finally after she kept calling and the warranty department asking her not to call anymore because she was ****** as she should be. We had an electrician show and change the bad breaker that was shorted out. So had I left it on the house could have caught fire. But that wasnt an emergency on their part!!! We still have issues that are not resolved by Brite Homes. Now since my wife hurt their feelings we have to email our complaints!!! We also was contacted by the salesman telling us not to call them anymore to send a email!! Thats fine at least we will have in writing all the problems. Because I have the feeling we need that in near future. 
  If you are the market for a home please look elsewhere if expect someone to care!! 

  Customer Answer

  Date: 12/01/2023

  I was left a voicemail by the sprinkler company. I called back and left them a message that I was off on Wednesdays never heard back from them until they said they was coming. I said that was fine. If I installed a system I would not expect the homeowner to adjust anything it would ready to go. If you installed a ac system and said its up the homeowner to adjust it if its not working properly do you they could do it? 
  so now our dishwasher doesnt work and we have informed that we need to contact the manufacturer. I believe law reads for a new home warranty that the builder is responsible for 1 year. That includes anything in the home. 
  Over the Thanksgiving weekend our breaker was sizzling so I figured out it was the water heater breaker that was shorting out so I turned it off called the warranty department no response called the electric company LISTED in my cabinet sticker only to find out that they didnt do the work on our house. So we called the warranty office back Monday after being without hot water for 4 days. And they said it was different company and they would contact. Nothing happened. So my wife called the warranty and got the name of the electrician and she called them only to find out that was not the correct electrician!!! So finally after she kept calling and the warranty department asking her not to call anymore because she was ****** as she should be. We had an electrician show and change the bad breaker that was shorted out. So had I left it on the house could have caught fire. But that wasnt an emergency on their part!!! We still have issues that are not resolved by Brite Homes. Now since my wife hurt their feelings we have to email our complaints!!! We also was contacted by the salesman telling us not to call them anymore to send a email!! Thats fine at least we will have in writing all the problems. Because I have the feeling we need that in near future. 
  If you are the market for a home please look elsewhere if expect someone to care!! 

  Business Response

  Date: 12/06/2023

  We have worked with our trade partners and vendors to accommodate and resolve the issues the Consumer is bringing forth.  Unfortunately, due to the Consumers lack of any responsibility in the maintenance of their home and making themselves available to trades that want to resolve issues, we have done all we can.  Since the Consumer has decided to lash out at our team members, using threats and profanity, going forward we will only work with the Consumer on email.  While we strive to provide a great experience in the home building process and any after closing warranty issues, this Consumer will simply not allow us to complete the work as needed.  

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 closed on my home 4/18/23. I have had the worst experience on the purchase of this home. I want the consumer to know my experience and to beware of certain things that are important. As a consumer when you contact the corporate number you are given 4 options. 1) Speak to a licensed sales agent 2) Reach warranty department 3) Transaction Closing Information 4) Leave a general inquiry message When you choose general inquiry message you are told hello unfortunately we aren’t able to take your call please call back later. The phone does beep. I have left messages, no return calls. I purchased my home and was told it would be completed by my closing date. I was selling my home in Jacksonville. I have my 92 year old mom living with me. When I went for my walkthrough my home wasn’t completed there were still many things that needed to be done. I was assured they would be completed. I had already secured movers and had a scheduled closing for the home I was selling, I also rented a airbnb for myself and mom. I was unfortunately put in a position in which I had to take possession of my home with the home not being completed. I never signed off on the closing walkthrough documents. The biggest problem were my tile floors. They weren’t properly completed and cleaned. The week of 6/12/23 the floors were finished, however there are still flaws where all my furniture is. This could have been avoided had Brite Homes informed me they needed more time to complete my home. However they were more interested in just selling the home than making sure the homebuyer was satisfied and happy with the home. The inconveniences and stress I have been put through is unimaginable. The worse part is there is no one you can talk to in corporate. I unfortunately would never recommend a Brite Home to anyone.

  Business Response

  Date: 08/07/2023

  Consumer closed on the purchase of their home on April 12, 2023

  Consumer has 5 open items currently pending through the builder’s warranty system with 4 of them submitted in the past 7 days. 3 tasks are warranty issues that have been resolved.
  

  Consumer stated that he had to take possession of his home before it was completed.

  Response: In no way does the builder force anyone to take possession of their home.  This particular home was completed, with its’ official certificate of occupancy, granted by the City of Palm Coast on April 4, 2023.

  Consumer stated that the floors were not completed and/or cleaned.

  Response:  The floors were installed per manufacturer specifications and cleaned prior to closing, along with the entire home

  Consumer stated that he has had issues contacting the warranty department at the builder

  Response:  The warranty line is monitored during business hours, with all calls being returned either in order or based on issue.  The consumer has the ability to place any work order through the builder’s online system in addition to calling into the warranty department direct line.

  Desired Settlement: Contact by the business.
  Response:  The builder is in direct communication with the Consumer, either through phone or directly through the builder’s warranty portal, wherein the Consumer can see the status and updates for warranty requests.  The Consumer will also be contacted by the market Construction Manager in an effort to review and resolve any open issues.

  Customer Answer

  Date: 08/09/2023

  The builder responded about open items in the warranty system which I submitted in the past 7 Days and 3 have been resolved.  The majority of those issues were issues from my first 30 days of occupancy which the previous construction superintendent should have resolved for me.  I was respectfully giving him the benefit of the doubt.  However he continued to give me excuses.  As I write this now some of these issues still haven’t been resolved.  When I left messages to his supervisor after he disrespected me, his supervisor didn’t have the courtesy of calling me.  He simply replaced him.  
  I never stated I had issues contacting warranty department, I simply stated that when I left messages because I wanted to speak to someone in corporate no one returned my calls.  I stated the different options one has when you call Brite Homes 800 number.  
  My tile floors weren’t finished correctly until living in my home for over 6 weeks.  The tile company had to come out and place tape marks throughout my entire home to resolve the grout build up problems, however there are still areas with built up grout marks where all my furniture is. 

• Initial Complaint

  Date:05/09/2023

  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.

  Purchased Apr 2022 - Zero resolved warranty issues. These homes are built like absolute flimsy garbage. Concrete is damaged, unevenly cut on the drive way, electrical issues (things short out of nowhere, have to hit the circuit breaker 3-4 times a week) there has been an annoying air in my line that no one can fix because they keep blaming each other. The AC company that originally built with the house dissolved out of no where, now it's another company that loves to say "nothing is wrong here" when they are sent out. There are 7 beer bottles in my attic, there's an open gap that they used cardboard boxes to fill up instead of insulation allowing all kinds of critters and bugs and shit into my crib, there are WIRES sticking up from the ground everywhere making it hard to cut my grass (someone already cut my cable line) and with the huge "discount" they got for putting solars on my roof (I got the invoice for my taxes) they did not add batteries or additional panels actually to make the house "net zero" I am dealing with a year-long warranty issue with this company, and I will leave honest reviews on every future "social media" post they make until they resolve my issues. And if they delete my comments / posts / I'll have the entire family join in. Garbage service, garbage company, my issues are very easy to resolve, and yall refuse.

  Business Response

  Date: 05/22/2023

  Consumer closed on the purchase of their home on April 26, 2022.  As of today, May 22, 2023, the one- year builder warranty is expired.  Builder covers the homeowner with a 10 year warranty on their home through a 3rd party service provider.  In an effort to satisfy the homeowner, the below response to the homeowners claims are being addressed as follow.
  

  Consumer stated that the concrete is damaged and unevenly cut.
  Response:  During the Pre Closing Orientation Inspection, there was no note on any deficiency with the concrete.
  

  Consumer stated that there were electrical issues causing the tripping of circuit breakers
  Response:  During the Pre Closing Orientation Inspection, there was no deficiency noted related to the electric, and there have been no post closing warranty items related to electrical issues.   
  

  Consumer stated that there is air in their line.
  Response:  The builder has had several sub-contractors out to diagnose and repair the issue.  Subcontractors called were HVAC, Plumbing and Well Installation.  No subcontractors were able to duplicate the issue when the home was under the builder warranty period and we consider the issue closed.

  
  Consumer stated that there were beer bottles found in the attic and wires were coming out of the lawn. 

  Response: During the Pre Closing Orientation, there were no such issues found, and during city and county inspections (which included roofing and insulation in the attic), all work was found to be completed within code and inspections passed.

  Consumer stated that there were no batteries  or additional solar panels actuall to make the home net-zero.

  Response:  Our homes are engineered from a net-zero perspective, and the solar panels that are approved and engineered by electrical engineers are outlined for each model home to achieve a net-zero home based on typical consumer load throughout the year.  No such offer for solar ‘batteries’ was ever made, nor does the builder install ‘batteries’ for its net-zero homes. 
  

  Consumer’s desired resolution: Repair
  Response:  Any open warranty ticket items placed prior to the expiration of the one year home builders warranty either have been or will be resolved by the builders subcontractors.   The above-mentioned items have either not been documented on the Pre Closing Orientation inspection or have been closed out by the builders warranty department as resolved or not being able to be duplicated by several trades. Any further items that the homeowner has issues with should be dealt with by the Home Warranty company that the builder provided at closing.
  

  
  

• Initial Complaint

  Date:10/20/2022

  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.

  Working with this builder has been the worst experience in my life. I have build 2 previous houses with other companies and have NEVER experienced such poor response times and customer service. Not to mention terrible craftsmanship. From the second I signed the purchase agreement I could not get proper updates on the status of my build. I arrived to the final walk through right before closing on the 31st the house was in bad shape. Missing stucco, cracks in the stucco, a hole the size of a baseball was in the side of the trim by the garage door, missing bricks on the front of the house, hole in the water closet master bathroom ceiling, light bulbs missing in lights all closet doors and pantry doors didn't latch properly paint all over the floors, wood filler hadn't been sanded on trim and was just painted over. Missing paint on interior doors to a garage door they had painted and opened when it wasn't dry so all the seams peeled and are now missing paint. Missing grout in floor tiles, dishwasher was never hooked up, nor the water line for the fridge, the builder didn't show up for the final walk through and they sent their local sales agent instead who hadn't visited the property to even look at the quality of work. Solar panels didn't function properly and I never even received keys to my new house at closing as the project manager supposedly had them in his truck. I am still fighting with them to get my house fixed. The stucco was fixed, but the interior items were not. I asked them about it and was told to log a ticket in their portal, so I submitted 1 for the garage door in July and never heard back from them. I have been emailing the local sales agent and he told me they did not have a warranty specialist at the moment and had over 100 tickets. They finally hired someone, he told me the they have no record of the online tickets and told me he'd create one for me. I still have not heard back on the cabinets separating or on my garage door.

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/11/07) */ Brite Homes strives to delivery the best home closing experience possible and will work with the Homeowner to ensure they are fully satisfied. The Homeowner was asked to log any items that needed attention on our Warranty Portal. After having the items logged on the portal, our subcontractors were made aware of the issues, and due to ongoing supply chain disruptions, were delayed in responding. The two issues the Homeowner sites as outstanding are the garage door paint touchup and cabinet seams separating. New cabinets have been ordered for installation, but will take 6-7 weeks for cabinets to be produced. Upon receipt, the agreed upon cabinets will be replaced. Homeowner specifically requested that the inside seams of the garage be painted, which is not recommended or typical for painted garage doors. Per Homeowner request, upon painting of the inside seams, Homeowner's compliant is that the paint is peeling. Brite Homes will recommend a solution at the onsite visit on Friday, November 11, 2022. The VP of Construction and Warranty Coordinator will personally visit with the Homeowner, at an agreed upon time, on November 11, 2022 to review and resolve any outstanding issues Consumer Response /* (2000, 7, 2022/11/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Two items I disagree with the first is, I did log a ticket in July 2022 for the garage door scrape and repaint. I waited until September to follow up with your company as I had not heard anything. Come to find out there was no record of my ticket submission, which from what I understand is a known issue with other customers. The second items is, I did not specifically request the seams of the garage door be painted as that would paint the door shut. I requested that the peeling paint on the outside of the garage door be fixed. The VP and warranty coordinator did arrive on the specified date to examine all issues and are now working on getting all of the items fixed.

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Finally signed the closing document on the home June 14 that we offered and were accepted on in jan feb. Since then we have submitted warranty based items but even calling the company in questions states i have to talk to the warranty company. I have talked the construction member where i was to turn in the issues but while he has submitted stuff no one has contacted me. I have issues with electrical, the grading of the grass, the grass/sod itself the irrigation on the home, cracking in the concrete which is getting larger, the solar isn't working, the shower is leaking water,and I could keep going. I had to add gutters on the front of home due to a poor design choice by the builders. I really just want my stuff fixed. If they are not going to fix it then pay the bill for the people I call to come fix it. The home isn't even 2 or 3 months old and there are issues. It doesn't suprise me because it sat for so long without work due to a construction member leaving but at the same time this is not the right way to deal in a customer based job market. I want my home to be corrected as these items should never have been an issue. I shouldn't be having to reset a GFI every day multiple times a day. I shouldn't have to put towels outside my shower to prevent it from flooding the house, the silcone/sealant work is sad on the door. I shouldn't have to do these things its a brand new home not a 25 year old home.

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 8, 2022/08/16) */ Our office was made aware of the complaint on August 15, 2022 We want every Brite Homes homeowner to be fully satisfied with their Brite Home. The homeowner reached out directly to our construction staff instead of placing any open issues on their homeowners warranty portal. As a result, several delays took place in addressing the homeowner issues. Brite did complete the warranty items as requested by the homeowner. Brite Homes will reach out to the homeowner once again and ensure that the homeowner has full access to the Brite warranty portal so that any warranty issues can be fully documented and resolved. Our Regional Construction Manager has also been in contact with the homeowner and will remain a key Point of Contact should any issues surface. Consumer Response /* (3000, 10, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response provided by Brite homes here is a lie. I reached out to the construction manager per the directions from the company after process failed. The warranty deparment button doesn't work and the warranty login directs me to here all the time. The warranty website had no method to submit tickets under my account and i even raised this as an issue. In fact a warranty member from brite homes told me to stop calling and to suck it up and deal with it. So at that point I reached out to the only person that is willing to do anything. Jesse the construction manager is amazing. Everyone else at this time is not. Can we try again without placing blame that I didn't follow the process as I did but your process is broke and then members weren't kind. THat was all before yesterday. Yesterday I received a phone call from Daniel who is brand new to the warranty department and I actually got a replay from Strada which I called previously and was told only brite homes can make the warranty claim in the mean time I am dealing with issues. So I am still waiting for my main safety issues to be fixed. Will update with another response as they respond. As far as companies go I have turned 15 buyers with preapproval and all awary from Brite Holmes and I will contiue to do so until everything is fixed.