Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On March 31, 2021 I bought a new house from Bilco, Inc. I bought the house and paid Bilco $731,000.00. On page 9 under (e) there is a one year plus a ten year home warranty included with this sale. I have several warranty items that I have asked Bilco to repair and have had no response. I sent 2 emails, spoke with Mary Lopez from the Bilco office who has assured me that she gave printed the emails and handed them to Bilco management for their review. I also went by the office and hand delivered a copy of the needed repairs with pictures that Mary Lopez said she would also pass ** to Bilco management. The repair list is as follows: There are items on my house XXXXX Narwhal that need repair and are covered by the 1 year builders warranty. 1. Kitchen floor tile - loose 2. Pocket door upstairs bedroom - doesn't close and missing latch for handle 3. Front door trim - trim pulling away from door frame 4. Kitchen sink - leak underneath sink 5. Front and side outdoor eave can lights and back patio outside can lights - light switch has to be turned off and on multiple times for lights to operate (should be one flip on and one flip off for lights) 6. Bath tub drain upstairs - missingBusiness response
05/13/2022
Business Response /* (1000, 5, 2022/04/18) */ Thank you for bringing up your concerns. You are correct with the price. Bilco Builders prides itself in being a custom home builder... the 'zestimate' on ****** is showing your home value to be well over $900,000! You made a great investment, and we are happy you chose Bilco Builders. As you stated the warranty which is offered and honored by Bilco. Unfortunately, in this era, not all materials are readily available. So items are on back order that are needed for your repairs. However, Bilco has already scheduled and sent maintenance technician to your home... repairing many of your items. Once the required materials are in stock we will do the same for completion. Our project manager will reach out to the ******* to resolve any miscommunication. Consumer Response /* (3000, 7, 2022/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) On April 14, 2022 Bilco did send 2 maintenance technicians to XXXXX ******* Drive. On this day the following repairs were made: 1. Pocket door upstairs was repaired- latch for door and adjustment to pocket door. This item may be removed from the repair list. 2. Leak underneath kitchen sink has been repaired. This time may be removed from the repair list. 3. Bath tub drain upstairs- drain cap has been installed and this item may be removed from the repair list. Outstanding repair items: 1. Kitchen floor tile repair 2. Outdoor lights - front and side of house eave can (recessed) lights and back patio can (recessed) lights 3. Front door trim repair For the KITCHEN FLOOR and OUTDOOR LIGHTS(front, side and back patio) I will need a time frame for when these repairs will be done. An acceptable time frame for me is no later than July 31, 2022. For the FRONT DOOR FRAME trim work- I have attached 4 pictures of each corner of frame. The lower right corner has been repaired and caulked but not painted and the other 3 corners of the frame need repair and/or caulking with painting. An acceptable time frame for me on the front door frame/trim repair would be no later than May 31, 2022. Thank you. /Users/sharonwaite/Desktop/upperleft.jpg /Users/sharonwaite/Desktop/upperright.jpg /Users/sharonwaite/Desktop/lowerleft.jpg /Users/sharonwaite/Desktop/lowerright.jpg Consumer Response /* (3000, 9, 2022/04/24) */ ***Document Attached*** Pictures regarding repairs needed for the front door frame. ***** Narwhal Dr Business Response /* (4000, 14, 2022/05/10) */ Mrs. *****, Materials are still on order for repairs. However, Bilco still anticipates these minor issues to be completed before your requested dates. Again, it should be easy to reach at our main office line : 850-860-0188 or with our project managers direct line: 850-291-5387, or thru email to get updates on your project. Thank you, Bill Consumer Response /* (2000, 16, 2022/05/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for confirming that your company is taking action to repair the warranty items on my house. I will wait to hear back from you when materials are in so that the needed repairs can be completed.Initial Complaint
11/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Roof was redone in DEC of 2020 for a previous owner, the roof replacement was done a week before we closed on this house. Since then we have had to call Bilco Builders no less than 3 times in order to come out and repair leaking portions of the roof. The first few leaks were fixed after several visits, but the company has been more and more challenging to get into contact with and take longer and longer to repair the portions of the roof that continue to leak. From initial contact to someone coming out to inspect has taken 3 weeks minimum, meanwhile the roof continues to leak and leave spots in our ceiling. We only want them to come out and repair the tissues in a timely manner, but so far they have been unable or unwilling to do so. They do not answer the phone number listed on most days. The days we are lucky enough to get a person on the line, they tell us they will get someone out here, schedule a day, and no one will show up so we start from scratch every week trying to get these issues dealt with. We really just don't want to keep worrying about our roof degrading due to spots not being repaired. Any help is greatly appreciated. Thank you.Business response
11/29/2021
Business Response /* (1000, 5, 2021/11/23) */ Contact Name and Title: Bill Hayes Contact Phone: 8503775975 Contact Email: [email protected] I have been in contact with customer and we have worked out a resolution. Best Roofing will repair or replace any part of the roof that has any issues. I apologized for any inconvenience, as soon communication was not received from a former employee. Consumer Response /* (2000, 7, 2021/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Bill has been very helpful in moving towards a resolution. We are still working with Bilco Builders/Best Roofing while they source materials and repair our roof.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.