ComplaintsforViera Builders, Inc.

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Filed original complaint with BBB ON 8/16/22 regarding poor grading and drainage between our house and neighbors house. Because the Vice President of Construction, who responded negatively to our justified complaint,has been replaced, we reached out unsuccessfully to his replacement. We were only shuffled around with no resolution.And based upon what we have observed,poor drainage and grading by Viera Builders at countless properties is generally ignored and responded to with poor excuses.

  Customer response

  09/27/2024

  The business has not reached out to me either.

  I would like my complaint posted along with the fact that they have NOT responded

  Thank you

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have multiple videos and pictures that demonstrate the continuous damage caused by water from the **** systems between my home and my neighbors on the left side. The distance between my home and my neighbor's home is approximately 20 feet. The excessive water overlap from both systems, along with the sprinkler systems and natural precipitation, has rendered this area unusable. It has created a massive swamp, mold, and safety hazard for our families and pets. However, the builders refuse to fix the area or install a drain.On the right side of my home, new construction has begun. They have installed another HVAC system and a trash can area for the new home, both within 20 feet of my doorstep. This has created the same issues.These deceptive practices have caused safety concerns and resale issues that were not disclosed to me during the sale or construction of my home. Upon reviewing my VA inspection, I could not find any disclosure of this problem by the builder. Additionally, I have spoken with my neighbor and other residents who are facing similar concerns. They have shared that the builder has neglected to make repairs for them as well. It seems like a matter that should be addressed collectively, but the builder has chosen to neglect this systemic and negligent issue.My neighbor and I share safety concerns regarding the unusable area. Despite the builders response on May 3rd, I am not satisfied as it does not offer a solution, which is evident from the pictures. The warrant technician who came shortly after closing to resolve the issue admitted that grading alone would not solve the problem. He mentioned that the builder should have installed a drain and accused them of cutting corners with the design of the homes being so close together.

• Initial Complaint

  11/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to seek your intervention in a matter involving Viera Builders, who are retaining my deposit of $5,000 for a house construction project that has been marred by substandard workmanship, specifically in the flooring installation. In the course of construction, I observed that the engineered wood flooring, a material typically known for its durability and quality finish, was improperly installed. The floors have unusually wide gaps between almost all boards, a clear deviation from acceptable industry standards. This flawed installation not only detracts from the aesthetic appeal but also poses a significant risk for future damage, including dirt accumulation, water ingress, and potential mold growth, which could lead to extensive and costly repairs. I have documented this issue through photographs and sought opinions from independent flooring experts. Their assessments unanimously indicate that the installation is faulty and does not meet industry norms. Despite this evidence, Viera Builders has denied my requests to have an independent inspector evaluate the situation on-site. Their insistence on the installation being within industry specifications, without allowing for third-party verification, is concerning and unprofessional. Given these circumstances, I requested a refund of my $5,000 deposit. However, Viera Builders has refused this request. I believe their actions constitute a breach of our agreement and a failure to deliver services as promised and expected. I am turning to your office for assistance in this matter, as I believe it may also be of interest to the public, highlighting potential malpractices in home construction and consumer rights violations. Any guidance or intervention you could provide would be greatly appreciated.

  Business response

  11/21/2023

  Please see the attached PDF of our letter in response to Complaint *********

  Customer response

  11/26/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  I am writing to follow up on the response from Viera Builders, Inc. (VBI) regarding the complaint I filed about the poor quality of wood flooring installation in my residence.
  
  Despite VBI’s claim that they have replaced the flooring, the condition post-repair is indistinguishable from the initial substandard installation. The gaps between the floorboards and the finish are just as pronounced as before, suggesting that no substantial remediation has been done, or that the repair was equally deficient.
  
  By refusing to permit an independent inspection and declining a mediated meeting, VBI is denying me the opportunity to validate their claims through an impartial assessment. Their internal review, unsurprisingly, favors their stance, but it lacks the credibility of a third-party verification.
  
  Accepting the flooring in its current state would place the burden of future repairs and associated costs squarely on me, which is unacceptable and unfair. It would mean acquiescing to a flawed product that is likely to incur additional expenses for rectification work that should not have been necessary in the first place. Additionally, they did a very poor job on the tile installation in the master bathroom. They used the same contractor for the tiles that the wood flooring was done as well. 
  
  Enclosed with this letter are updated photographs of the flooring, taken after the supposed repair work was completed. These images have been examined by multiple independent flooring experts, all of whom agree that the installation does not meet the industry standards. Their expert opinions reinforce my stance that the flooring is fundamentally flawed and requires proper rectification.
  
  Given these circumstances, I reiterate my request for a refund of my $5,000 deposit. VBI has demonstrably failed to fulfill their contractual obligations, and I should not be financially penalized for their inability to provide acceptable workmanship.
  I thank the BBB for its attention to this matter and urge your intervention to help resolve this dispute in a manner that upholds consumer rights and industry integrity.
  
  Sincerely,
  ******* *****

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Viera Builders constructed our still under warranty home, that we closed on Feb.2021. The low elevation compared to the house next door, along with the fact there is very little space between the properties, along with the lack of proper grading and drainage, is an ongoing problem, and will continue to worsen as time goes on. Viera Builders state that because there was no "standing water " a day or two after a 1.31-inch rainfall, they will not correct. Every other person, including contractors, agrees with us that there is a lack of grading and drainage issue that will only worsen. What exists is not even close to the "Industry Standard" for grading. In fact, some of the areas are negative grade. This problem has and will continue to create pest, mold, lack of enjoyment and use, compromise the property value, etc. going forward, especially as the property settles and storms arrive. This is a very brief synopsis of our problem. Of note: several other failings by Viera Builders we have just learned to live with.

  Business response

  10/21/2022

  Business Response /* (1000, 9, 2022/09/01) */ See Attached: Thank You for allowing Viera Builders to respond to this inquiry. Mr. and Mrs.******* closed on their home on 2/21/21, and there have been multiple grade repairs done at the*******' home between February 2021 to January 2022. Areas that were regraded were the backyard, left side yard and front yard. Mr.******* also raised most concern on the left side of his home. During the time noted above, modifications were done by Mr.******* and his neighbor by installing a gutter drain underground in line with the swale on the left side. Per Viera Builders warranty, any modifications to the grading would void the warranty. Even though this was the case, Viera Builders moved forward to provide Mr.******* exceptional customer service by regarding the area of concern on the left side of his home on 2 different occasions. The last work performed on the left side of Mr.******* home was validated up by a professional land survey. The results showed that the area of concern had proper fall from the back to the front of the home. We presented this information to Mr.******* explaining that one small area by the a/c pad had a flat spot and Viera Builders would be willing to repair this area. Mr.******* expressed that the issue was much greater than just this area and said that he has spoken to many trades and they all agreed that there is a drainage problem. It was explained to Mr.******* that per Viera Builders warranty, the necessary grades and swales were established to ensure proper drainage away from the house. Per our warranty, site drainage is limited to the immediate grades and swales affecting the structure. Standing or ponding water should not remain for over 24 hours after rain, except in swales which drain other areas, or in areas where sump pumps discharge. In these instances, water should not remain after 48 hours. We asked Mr.******* to provide us any documentation explaining his feelings or the trades assertions. As of today Mr.******* has not provided us any information. Multiple Managers along with the Senior VP of construction have met with Mr.******* to review his concerns. We have not noted any incorrect drainage after all repairs have been completed. Enclosed with this inquiry is the survey that was recently performed and presented to Mr.******* as well as video evidence of the area of concern. On July 19, 2022 after a conversation with Mr.******* and the Senior VP of construction, it was explained to Mr.******* that there is nothing else to address. Below is a synopsis of the work noted 2/24/21 - Customer request - Per homeowner: The grading of our front lawn behind the large palm tree is lower than the area in front of the tree. The entire front lawn is sloped toward the street, as it should be, except for this low area. It appears as though not enough soil was put into place before the mulch was applied. There are also missing plantings in this same general area. 3/10/21 Action taken - Grade Company added dirt along with mulch to the areas of concern. Work completed. 8/5/21 - Customer request- Area in our backyard is not sloped away from the house, but actually slopes towards the house. H/O is out of town and wants to wait till he's back in town for work to be performed. 8/16/21 - Action taken - Backyard are has been regraded and sod has been reinstalled. 9/9/21 - Customer request- grading needs completed on left side of home that was agreed upon by management. 9/10/21 - Management met with Mr.******* to inspect the area of concern on the left side of his home. Upon inspection it was found that his neighbor and he invested in an underground gutter with a yard drain installed. This modified the grade in both yards. 1/21/22 - Action taken - Flat spot was discovered from middle side yard to the back. Regrade was completed from the middle to back of home. 3/3/22 - Customer request - Drainage issue on the left side of the home as well as the front. Mr.******* emailed a picture of the front yard during a rain storm with standing water in his flower beds. Action taken- It was explained to Mr.******* that if standing water persists for more than a 24 hours in his yard or 48 hours in a swale, VBI would warrant the grade. After a these timeframes, the area of concern was dry. 3/25/22 - Action taken - A 3rd party land survey was performed and the results showed the area of concern (left side) had proper fall from front to back of home. 6/7/22 - After a significant rain storm that produced 1.03 inches of rain. Management meet with Mr.******* to review his concerns. At that time no standing water was observed and drainage was working as designed. 6/23/22 - Senior VP Of construction meet with Mr.******* to review his concerns. It was agreed that the area would be monitored after a significant rain storm. 7/18/22 - The area received 1.6 inches of rain. 7/19/22 - Senior VP of Construction inspected the area of concern less than 12 hours after the rain event. No part of the yard was holding any water or even substantially saturated. The included video is from this inspection. along with a link for a video of area in question. https://www.dropbox.com/t/YM6fD1yZ6WdwyaBs Consumer Response /* (3000, 11, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our first and most significant concern with Viera Builder's response to our complaint is regarding their statement that the underground gutter drains installed by ourselves and our neighbor altered or changed the grading of the areas in question along the side of our house. This was done out of necessity to move water away from the properties. The grading is inadequate and a swale is virtually nonexistent. Furthermore, Viera Builders leaves the homeowner an eight-inch elbow where the gutter downspout reaches the ground, and a small piece of concrete that does not disperse the water from the roof, effectively washing away mulch and creating erosion, mold, leaving a soggy mess for pests to thrive, and compromising enjoyment and use of the property. Their statement is completely false as the "modification" did not change the grade in any way. The underground drains originate from the downspouts at the back corner of the house, and proceed away from the house toward the lake at the rear of the property. In fact, at least five Viera Builders Warranty Department Representatives and the Senior Vice President of Construction each saw the drains and how they were installed at various times, and none of them ever had a negative comment on how it had impacted drainage. Viera Builders representatives all appeared to find the improvement perfectly acceptable. This must be a new tactic to avoid correcting their mistakes. This one hundred percent false statement is insulting, and is almost more upsetting than the grading /drainage issue itself. An apology is in order. Additionally, there are no underground drains for the front side portion of the property, but that area is as bad or worse than the rear section. The contractors that did the installations would be shocked and puzzled to hear the assertion that the underground drains changed, or altered, the grading in anyway. We are by no means the only residents in the area that have had to take similar approaches to address water issues. The problem is that our house elevation is too low (which cannot be changed) and the neighboring house, only a few feet away, has a much higher elevation than ours, so the only way to possibly resolve the issue is with a deeper swale and proper grading from our house to the modified swale, or some other approach that would move the water to the appropriate direction, and away from the structures. The area in question at the SIDE of the house spans approximately 50 feet along the foundation of the house. According to the survey provided by Viera Builders, the downward "fall" from the center to the rear of the house totals only four tenths of an inch. The downward fall to the front of the house is only one tenth of an inch. Additionally, according to the survey, the finished floor is 30.08 inches and the swale elevation is 29.5 inches at approximately the midpoint of the house. It appears that this puts our finished floor in a precarious position. A swale should be pitched properly to a depth to encourage water collection and dispersal away from the house. The current grading and very minimal to nonexistent swale depth does neither. While Viera Builder's response states that the survey showed proper "fall", they admitted that the survey also showed a "flat spot" by the a/c pad. We never stated we did not want the flat spot near the AC unit addressed. What we did want, in order to save time and effort for all parties involved, was to do the entire job completely and correctly rather than the piece meal approach Viera Builders proposed because there had already been failed attempts, proven by the number of times re-grading was done. What resulted from those failed attempts was dust, mud, severed underground Wi-Fi and cable lines, broken and misaligned sprinkler heads, and countless other inconveniences for us. Viera Builder's own grading expert stated that our home and foundation are more than 6 1/2 inches lower than the house next door. The area between the homes is very minimal, with two large AC units on concrete pads, and ours being barely off the ground. Yet another reason why the grading should be done properly, and the virtually nonexistent swale should be deepened, and or piped. The swale must be deeper and the pitch or fall from our house to the swale needs to be addressed accordingly. Please see the survey that Viera Builders supplied and simply compare that to what is recommended to have water flow away from structures. Please see the attached guidelines for yard grading to avoid water infiltration, mold, pests, etc. The most casual observer with any degree of common sense can see the obvious concerns that we desire to have addressed. The video Viera Builders provided of a walkthrough twelve hours after a 1.6-inch rain event fails to mention we had just gone through an extended dry spell and the soil is mostly sand. Take a walk in the area, as we have during and after rain in the area in question, and one finds it is soggy with standing water, which is certainly not flowing to where it should be going. It is the wettest area on our street and neighborhood with the exception of the lakes. The wettest areas should not be next to or near the house, but should be at points further away. Again, this is not rocket science, just basic common sense. See attached photo. We are senior citizens and are not being overly demanding. We just want to have a deficiency addressed in order to ward off countless problems that occur from insufficient drainage and grading. We did not go to the expense of putting in underground gutter extensions because we have money to burn. We did it out of necessity and are not asking to be reimbursed. All we ask is that our contractor do their part and create a deeper swale and grade it appropriately and/or some other appropriate method so that water flows to where it should. Without enumerating, Viera Builders is well aware of the seemingly endless parade of Warranty personnel and contractors at our home to address needed corrections and deficiencies, both inside and outside, costing us inconveniences, and valuable time, much of which was during the height of the pandemic. We have a two-year warranty, so delaying the repairs was not a feasible option. In return, all we are asking is to have the aforementioned necessary issue addressed effectively. Our utmost desire is for all involved parties to come to an amicable solution, so we can enjoy our new home, and not live in fear of water problems. Business Response /* (4000, 13, 2022/09/15) */ Thank You for allowing Viera Builders to respond to this inquiry. Mr. and Mrs.******* closed on their home on 2/21/21, and there have been multiple grade repairs done at the*******' home between February 2021 to January 2022. Areas that were regraded were the backyard, left side yard and front yard. Mr.******* also raised most concern on the left side of his home. During the time noted above, modifications were done by Mr.******* and his neighbor by installing a gutter drain underground in line with the swale on the left side. Per Viera Builders warranty, any modifications to the grading would void the warranty. Even though this was the case, Viera Builders moved forward to provide Mr.******* exceptional customer service by regarding the area of concern on the left side of his home on 2 different occasions. The last work performed on the left side of Mr.******* home was validated up by a professional land survey. The results showed that the area of concern had proper fall from the back to the front of the home. We presented this information to Mr.******* explaining that one small area by the a/c pad had a flat spot and Viera Builders would be willing to repair this area. Mr.******* expressed that the issue was much greater than just this area and said that he has spoken to many trades and they all agreed that there is a drainage problem. It was explained to Mr.******* that per Viera Builders warranty, the necessary grades and swales were established to ensure proper drainage away from the house. Per our warranty, site drainage is limited to the immediate grades and swales affecting the structure. Standing or ponding water should not remain for over 24 hours after rain, except in swales which drain other areas, or in areas where sump pumps discharge. In these instances, water should not remain after 48 hours. We asked Mr.******* to provide us any documentation explaining his feelings or the trades assertions. As of today Mr.******* has not provided us any information. Multiple Managers along with the Senior VP of construction have met with Mr.******* to review his concerns. We have not noted any incorrect drainage after all repairs have been completed. Enclosed with this inquiry is the survey that was recently performed and presented to Mr.******* as well as video evidence of the area of concern. On July 19, 2022 after a conversation with Mr.******* and the Senior VP of construction, it was explained to Mr.******* that there is nothing else to address. Below is a synopsis of the work noted 2/24/21 - Customer request - Per homeowner: The grading of our front lawn behind the large palm tree is lower than the area in front of the tree. The entire front lawn is sloped toward the street, as it should be, except for this low area. It appears as though not enough soil was put into place before the mulch was applied. There are also missing plantings in this same general area. 3/10/21 Action taken - Grade Company added dirt along with mulch to the areas of concern. Work completed. 8/5/21 - Customer request- Area in our backyard is not sloped away from the house, but actually slopes towards the house. H/O is out of town and wants to wait till he's back in town for work to be performed. 8/16/21 - Action taken - Backyard are has been regraded and sod has been reinstalled. 9/9/21 - Customer request- grading needs completed on left side of home that was agreed upon by management. 9/10/21 - Management met with Mr.******* to inspect the area of concern on the left side of his home. Upon inspection it was found that his neighbor and he invested in an underground gutter with a yard drain installed. This modified the grade in both yards. 1/21/22 - Action taken - Flat spot was discovered from middle side yard to the back. Regrade was completed from the middle to back of home. 3/3/22 - Customer request - Drainage issue on the left side of the home as well as the front. Mr.******* emailed a picture of the front yard during a rain storm with standing water in his flower beds. Action taken- It was explained to Mr.******* that if standing water persists for more than a 24 hours in his yard or 48 hours in a swale, VBI would warrant the grade. After a these timeframes, the area of concern was dry. 3/25/22 - Action taken - A 3rd party land survey was performed and the results showed the area of concern (left side) had proper fall from front to back of home. 6/7/22 - After a significant rain storm that produced 1.03 inches of rain. Management meet with Mr.******* to review his concerns. At that time no standing water was observed and drainage was working as designed. 6/23/22 - Senior VP Of construction meet with Mr.******* to review his concerns. It was agreed that the area would be monitored after a significant rain storm. 7/18/22 - The area received 1.6 inches of rain. 7/19/22 - Senior VP of Construction inspected the area of concern less than 12 hours after the rain event. No part of the yard was holding any water or even substantially saturated. The included video is from this inspection. Please see our response below. Also attached are Final surveys done, along with a link for a video of area in question********************************************* Consumer Response /* (4200, 18, 2022/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) We never stated that the gutters themselves were a problem. The problem is that the vast amount of water traveling out of the downspout floods the small area of space between the homes. This leads to the homeowner either living with the consequences or installing drain extensions such as ours, or our neighbor's. Regarding the elevation of the house: Viera Builders state "The elevation of the******* residence was specified by the engineer of record and approved by Brevard County to be at an elevation of 30.00. We raised their home to 30.08 (1 inch) in order to mitigate as much of the elevation difference from their home to the adjacent structure." However, mathematically, raising the elevation from 30.00 inch to 30.08 inch is approximately one tenth (.1) inch additional elevation, not 1 inch. So, in our opinion, there wasn't a great deal of "mitigation" there. Please confirm. We are thankful and appreciative that Viera Builders made an effort to "mitigate" the difference in elevation between the two foundations, but it turned out to be .08 inch (eight one-hundredths in.), not 1 full inch as stated in their response. If memory serves correctly our foundation was poured prior to our neighbor's, so is Viera Builders admitting that the elevation difference between the two homes was going to be too drastic, and they were aware of this? Yet another reason why the small area between the homes should have been given the maximum allowable slope and drainage attention possible. We, as homeowners, after moving into our house, repeatedly pointed out the discrepancy to the Viera Builders Superintendent and others from Viera Builders during the construction phases. We were told repeatedly "all would be addressed " and all would be fine. And, as an additional note, no silt fence was ever installed along the property line during that lengthy build process of the neighboring house. Regarding the "100-year peak storm": According to the builder, it may be near impossible that our home would be flooded. However, the constant wet, soggy mess during and after rainfalls is a breeding ground for pests and mold; may cause health issues; may adversely affect the foundation of the house; and prevents our enjoyment and use of our property. Yes, countless negatives occur even without the house being flooded. Despite what the survey / plat plan says the facts are that the swale and slope is mostly non-existent; our house is much lower than the house next door with only a few feet of separation, as is our air conditioner pad; the grading is non-existent. Bottom line...anyone can see the problem with the grading. And most importantly, if grading and drainage were working effectively, why is it that the area in question, along the house, holds the most water, and when it rains, water pools? The pooling and soggy mess is all along the side of the house instead of a further distance away closer to the lake or road. Water runs downhill if there is slope to run down! Regarding Viera Builders offer to fix the flat spot, which is ten feet long, (approximately 20 percent of the area), this band aid will be their third attempt to correct the problem. Regardless, we will allow them to come on our property and proceed with the miniscule grading that they are suggesting. Viera Builders also stated that there is nothing further that can be undertaken. However, we would like to respectfully request additional information from them. Our survey shows that the house foundation elevation is 29.9 at the front corner and 29.2 at the back corner, which is more of a slope than the "swale" slope. Because there is a downward slope of the foundation from the front to the back, we would like a survey done of the elevation of the foundation of the house and a/c pad along the "swale". We would like to ensure that the fall from the foundation to the bottom of the "swale" is appropriate. We ask that the survey show elevation points at 5 foot intervals along the foundation of the house (similar to the April 2022 survey along the property line). If it is found that the appropriate pitch does not exist all along the foundation and a/c pad, that would lend even more credibility to our argument that the non-existent swale should be addressed. And certainly, because there are only a few feet from our foundation to the property line, not to mention the A.C. pad, and the neighboring foundation is higher, there should be even more slope to the swale to compensate. If Viera Builders chooses to finally correct the ENTIRE area in question as we have requested (deepening the swale, providing more slope, and/or piping, etc.), we would be willing to pay for the additional cost involved to have the problem behind us. We are more than willing to discuss and formulate an appropriate plan. We would have liked to include attachments to strengthen our case, but that unfortunately is not an option. Business Response /* (4000, 20, 2022/09/20) */ We will modify the area that shows a flat spot near the a/c pad. We will have a surveyor mark the area to be modified and once the repair has been completed we will have that area resurveyed to verify the area of concern is rectified. The survey provided at closing is attached to this submittal. The foundation does not slope. It is level at 30.08'. The elevations you notate, 29.9' and 29.2', are the elevations of the grades at those specific points. Speaking to the .08' notation, this does reflect 1" when using the metric system. 1' divided by 12 equal increments is .083'. Therefore .083', in the metric system, equates to 1" in the imperial system. We will be in contact by the end of this week, Friday, 9-23 to schedule the grading work.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Viera Buildings is clearly leading the way in manufacturing in Central Florida. However, leading the way comes at a serious cost - that cost is quality. To date, we have logged 40+ tickets concerning quality issues in our home and some have been fixed with varying degrees of success. In total, we have spent over 100 hours waiting during a traders 4-hour window block and during the repair process. From chipped counter tops, to cracked shower tiles, to improperly installed floor tiles, to cracked corner joints, to dead trees, to scratched cabinets, incorrectly installed handles, and many more issues, the issue is quality. Our current open issues are: 1) A failed install of our master shower, which despite 9x previous attempts, remains seriously flawed. More specifically, a failure to pitch the floor correctly results in a requirement to towel dry our shower after usage to negate mold infestation. 72 hours total spent waiting during trade 4-hr windows. (open/going on 2 years since identified) 2) Shoddy installation of roof shingles which were identified by their home inspector when we closed two years ago (open). 3) Dead grass (which they promised at closing would 'grown back') due to the landscaping company never turning on the water once sod was installed roughly three weeks prior to closing. The landscaper indicated it was likely neighbors who came over, turned off the water, and locked the box. (open/going on 2 years since identified) 4) Haphazard installation of insulation where one room's ceiling temperature reads 92 degrees since installation was not properly dispersed during the install (open). 5) Cracks in corner/ceiling joints in the garage (open). 6) Incorrect breakers installed (open) 7) Sprinklers improperly installed (open) 8) Broken door closure latch (open) The upper leadership levels are either too task saturated or just do not care once a home is sold. Bottom line is for Viera Builders, quality takes a back seat to profit.

  Business response

  07/12/2022

  Business Response /* (1000, 9, 2022/06/16) */ Please see the attached file for the information pertaining to complaint Viera Builders received on 06-08-2022. Consumer Response /* (3000, 11, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. Master shower floor (awaiting install due to parts arrival; complete demo required). It should be noted, this is the 10th attempt to resolve issues related to this shower. Ultimately, the Viera Builders' hired home inspector concluded the shower was not installed correctly resulting in an incorrect pitch of the shower floor. This issue is compounded by poorly placed/cut tiles, grout failing, improper install (patter), etc, etc. The nine previous attempts over the last nearly two years demonstrates gross lack of attention to detail and proper oversight/accountability of Viera Builders' trade. 2. Roof shingle installation (complete) 3. Dead grass - still awaiting word from Viera Builders. The fact that sod was laid and not watered for nearly four weeks post installation has required a significant amount of follow-up/investment by me, the homeowner, and numerous attempts to remedy the issue from Viera Builders were/are required. If their landscaper would have installed the sprinkler appropriately (i.e. enabled the system), we would not continue to have issues. Further, the lack of culpability from the landscaper hired by Viera Builders who blamed the locked box and shut off of the water on "an unknown neighbor" is troublesome. Finally, according to Viera Builders, the grass warranty is good for 30-days. While I appreciate their attempts post-warranty to address the issues caused by their contractor, issues continue to persist. 4. Attic insulation (complete, but lack of QC following maintenance on the house prior to closing denotes a clear lack of attention to detail on behalf of Viera Builders). 5. Cracks in corner/ceiling joints in the garage (complete, but touch up by homeowner is required for areas missed by the trade) 6. Electric breakers (complete) 7. Irrigation system (complete) 8. Door latch (complete) 9. Soffit (complete) The key issue here (outside of the grass and shower) is not the speed at which Viera Builders remedies issues; the issue is that we as homeowners even have to address quality issues. If these issues were relegated to failed materials, this might be understandable since it is an unreasonable expectation that any home can be completely free of defects. However, the amount of defects is an issue and the fact this organization has a full team dedicated to addressing warranty issues denotes their own admittance that often quality is not at the level it should be. The warranty personnel are outstanding, but the lack of attention to detail, inability to hire quality trades, and lack of culpability by some of those hired trades for flawed work draws into question what type of quality control is instituted by the organization. When identified (outside of the grass and shower), the fixes by Viera Builders are both quality and efficient. However, the time spent waiting for trades (100s of hours waiting during 4-hour time slots) coupled with the number of issues presented both presently and previously, denotes a complete deviation from Viera Builders' previously stated "Viera Builder standards". Kindly request this claim remain open until such time as the above issues are correctly. Thank you. Business Response /* (4000, 13, 2022/06/22) */ When the ******' contract was written the buyers received a copy of the Viera Builders limited warranty. They received a second copy of this at the time of their closing. Attached is a signed document where the homeowner acknowledged receipt of the warranty and accepted the irrigation. As stated previously, there was sod replacement on 9-18-20, 11-4-20 and 12-3-20 stemming from concerns presented after the home closed. Per the VBI warranty, pages 74-76, landscaping and sod are exclusions from the warranty and are not covered. This section is attached. VBI frequently chooses to address items, when the circumstances call for it, even if items are listed as exclusions. This was the case for the replacements noted above. After 12-3-2020, we have not received any complaints regarding the sod/irrigation until we were presented the referenced home inspection report as part of the BBB inquiry. We will not address concerns regarding the sod, based on the time that VBI has not been responsible for we maintaining the property and the fact that the irrigation system has been recently inspected and no coverage issues were noted.

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