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:06/20/2023

  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.

  Unfortunately you dont accept Videos. But I had this house built around 2021. On June 10 2023 my master closet shelves which hold my shirts & jeans on it and it’s made out of oak. Fell right to the floor ripped right out of the wall. I called sea gate and the Director of construction said that it was put up correctly. I showed them all the pictures and video not one screw from the shelf hit a single beam/stud behind the wall.. they use mollies to go into the sheet rock put the screws in there and they widen themselves open to hold up that shelf. I’ve asked numerous carpenters builders and they all agreed. They should’ve hit a beam 2 x 4 with each and every screw for stability. Seagate doesn’t want to budge an inch on anything that they do, and will not admit to their wrongdoings when I showed them proof and I had to hire somebody to put back that oak shelf back up I am asking for reimbursement of what I paid the Carpenter that had to come out and fix my shelf that should’ve never come off the wall. I am begging you to look it up yourself. They should’ve had some kind of structure behind the wall and not use mollies to count on that to hold up an oak shelf which weighs a lot then plus my clothing on top of that .

  Business Response

  Date: 06/27/2023

  By the time *** ****** informed of us the problem with the shelving he had already gotten a friend of his (the carpenter) to help him reinstall the shelves. Unfortunately, we were not given the opportunity to repair the shelves, which would have been done at no cost to *** ******, and are unable to make a billing adjustment. 

  Customer Answer

  Date: 06/28/2023

  As you see I attached the email sent back to me by Seagate . Stating it was done correctly and they wouldn’t fix it because it’s out of warranty. Where he got A FRIEND fixed it I don’t know that is more lies I hired a carpenter to fix it because I couldn’t leave everything on the floor in my closet. They are liars 

   Complaint: ********

  I am rejecting this response because:

  Regards,

  **** ******

• Initial Complaint

  Date:05/17/2023

  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.

  see Attached document

  Business Response

  Date: 05/30/2023

  We have inspected the property and do not believe there are any structural issues with the foundation of the home.  We advised the homeowners that the erosion is due to a lack of maintenance and recommended that they contact a landscape company to evaluate what needs to be done to prevent further erosion.  Without proper maintenance, it is likely the erosion will continue to worsen which could lead to structural problems.   

  Customer Answer

  Date: 06/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

  ****** * ******* *********

  Customer Answer

  Date: 06/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

  ****** * ******* *********

• Initial Complaint

  Date:03/31/2023

  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.

  We signed a contract with Seagate on 2/16/21 (promise of 13-15 months). The contract states 24 months. As of 3/31/23 our home is not completed. We have a closing date of 4/25/23. At this time, Seagate is making numerous mistakes to meet that deadline & is not willing to correct them. The issues started when the roof was incorrectly installed. We had to partner w/the County Building Inspector & hire a 3rd party roofer to inspect the roof to prove they installed the roof incorrectly (incorrect nail patter, nail gun pressure set to high, etc). There were 5 leaks in the roof &the window openings were not the correct size so water was flowing into the home for months. This caused black substance all over the inside of the house. Seagate finally agreed to have it treated for mold. Fast forward, the roof was replaced, windows installed, and we had more water coming into the home from the north side of the home (window in dining, bedroom, pantry area). It was coming from the outside as well as a failed water test inside. Seagate did not clean up this water, rather they let it sit and did not use dehumidifiers. Subsequently the wood turned black & was never treated for mold like they had promised & continued to close up the walls. I have no way of knowing if there is mold on the walls and they will not test professionally. We also have a drywall crack from the window in the dining room which can be caused from moisture behind the wall. They refuse to cut out the drywall to ensure there is no moisture/mold behind the drywall. There is also another issue with our tubs. They chipped two of our tubs and Seagate is refusing to replace them. They want to patch the tub using a product from **** **** on their site, it states you cannot put dyes on the surface including rags. If I place a colored shower curtain (equivalent to a rag) on the patched area that touches the shower curtain, it will discolor the tub. Are they expecting I use a white shower curtain until the end of time?

  Business Response

  Date: 04/07/2023

  We are making our best efforts to get the ********* home completed as quickly as possible to meet their demands, but we are in no way cutting corners or making mistakes that we are unwilling to correct.  We have responded to all of the ********* concerns and have addressed all legitimate issues.   

  
  The home has been tested with a moisture meter to ensure it is within acceptable levels and any known mold was professionally treated.  There is no known mold and that would require additional remediation.  There is also no evidence of any drywall cracking as a result of moisture, and there is no justification for cutting out drywall which will result in unnecessary damage. 

  
  The two small tub chips are less than the size of a dime and can be professionally and permanently repaired.  The repair process is commonly used, will not result in a visible patch, and will not discolor the tub.  Tearing out tubs at the current stage of construction is not worth the resulting damage that would occur.  These repairs will not result in the loss of any functionality of the tub and will still be covered under our standard warranty. 

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with seagate homes and this has been the worst experience ever. Ever since hurricane ian it has been like pulling teeth to replace a few shingles. I first called the warranty department to replace the shingles and Seagate referred me to Owens Corning. I spoke with Owens Corning and Owens Corning denied the claim due to that the shingles were installed incorrectly. After I forwarded the denial letter it took 2 weeks for Seagate to reach back out to me. Seagate stated that the denial was incorrect and referred me back to Owens Corning. After speaking with Owens Corning Owens Corning confirmed that the denial was correct and it wasn't due to installing the roof incorrectly. The wrong shingles were installed. Shingles that can only take 60 mph winds were installed and not shingles that can take 110 mph or 130 mph winds. After emailing Seagate today I was informed that this would not be covered by the warranty and I refuse this resolution. This house is under 10 years old and we did not select the shingles that were installed on the house. I would like somebody to reach out to me and cover this immediately. I already have reached out to a real estate lawyer and I'm not afraid to take this to court. Please reach out to me at your earliest convenience.

  Business Response

  Date: 11/01/2022

  It is incorrect that the wrong shingles were installed as all shingles that were used on the home meet code.  As requested, we will be replacing the missing shingles as quickly as possible.  Thank you.     

• Initial Complaint

  Date:09/20/2022

  Type:Product 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.

  see Attached document

  Customer Answer

  Date: 09/24/2022

  ******** ********,
  In response to your letter dated 9/21/22, you asked us our desired resolution, & it is to have a 16-seer Two-Stage air conditioning unit outside to match the inside unit.
  Please let us know if you need any additional information.
  Thank you,
  **** * ******* *****
  

  
  

  Business Response

  Date: 09/29/2022

  Our contract with Mr. and Mrs. ***** specified the HVAC was to be upgraded to 16 SEER. The HVAC was, in fact, upgraded to 16 SEER, which was confirmed to Mr. and Mrs. ***** by a Carrier representative.  It simply is not true that 15 SEER is a single stage air conditioner and a 16 SEER is a two stage air conditioner.  Had more specific specifications been provided, a different system could have been installed at a greater cost.  We are happy to help coordinate upgrading the system further to their specifications, but doing so will required additional costs. 

  Customer Answer

  Date: 10/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: based on our conversation with Carrier Corp they verified a 15 seer is a single phase &?a 16 seer is a dual phase. Sea Gate is not providing correct information according to Carrier Corporation 

  Regards,

  **** * ******* *****

  Business Response

  Date: 10/03/2022

  We stand by the information we previously provided.  Carrier has confirmed to us in writing, and over the phone with Mr. and *****, that the equipment installed in their home is the equivalent of a 16 SEER system even though it is a single stage system.  To upgrade to a 16 SEER, dual stage, system, a more expensive condenser is required that was not specified in the contract documents.  

  Customer Answer

  Date: 10/08/2022

   Carrier Corporation advised us the a 15 seer & 16 seer are two different units, they never advised us that the two combined make a 16 seer. Please send us a copy of what they advised SeaGate. ************ *****.  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

  **** * ******* *****

  Business Response

  Date: 10/12/2022

  An email from Carrier confirming the two units are the equivalent of a 16 SEER system has been provided to Mr. and Mrs. *****.  

  Customer Answer

  Date: 11/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Sorry for the delay in responding, my husband & I both have had health issues. 
  The paperwork from ******* ****** is Immaterial to this matter. I talked with Carrier Corporation again today & they confirmed you should have the same seer inside & outside! We did not ask for a “combination” of anything, we requested a 16-seer system & paid $6,650.00 to upgrade. 
  In SeaGate’s “Included Features” we received: (included in our base price)
  -R-38 ceiling insulation over the living area -Carrier energy efficient 15-seer HVAC system with pump & scroll type compressor -Air handler suspended from garage ceiling to maximize floor space So, we would only have minimal difference in the insulation & attic stairs….the remaining dollar amount going to the 16-seer charge.
  We will not accept this “combination”. Please advise who we can contact to address this issue.
  Thank you.
  **** * ******* *****
  

  
  

  Regards,

  **** * ******* *****