ComplaintsforHeritage Homes of North West Florida, LLC
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Complaint Details
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Initial Complaint
09/05/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
We paid for a brand new home and got defects like a 50 year old home. We were okay with the array of mistakes and flaws in our home except the non working toilet. We have to sit with our feces for 3 flushes and urine 2. These are best case scenario. Before seeking legal action we respectfully request you do the ethical and right thing and FIX OUR TOILET. You never gave us a working one so you never finished the job.Business response
09/29/2021
Business Response /* (1000, 5, 2021/09/07) */ To Whom It May Concern: Heritage Homes built a house for Mr. and Mrs. Blake ******. The house was closed on August 25, 2021. At the closing, we explained the terms of the warranty. A warranty claim has not been made on the toilet not operating properly. We are happy to process this claim just as we do other warranty claims. Mr. ****** did express at the final walk-through to the Superintendent that the toilet was operating to satisfaction. Currently there is not a dispute for the Better Business Bureau to help remedy as a warranty claim has not been submitted. Heritage Homes will accept this as the written warranty claim and process it accordingly. At this time, we do not agree or disagree that action needs to be taken. We will simply process it as a warranty claim and move forward from there. Sincerely, Frank Lott Consumer Response /* (3000, 7, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wasn't present at walk through and I wrote on the closing documents SPECIFICALLY this issue because your superintendent didn't fix it. Thanks for a phone call to try to remedy this. Oh wait, you didn't call! I am forwarding these issues to your warranty company that you are fraudulently having homeowners submit claims to that are in fact builder defect. Business Response /* (4000, 9, 2021/09/09) */ To Whom It May Concern: Mr. ****** indicated at the final walk-through that the toilet appeared to be operating properly. The concern for the toilet was made before the walk-through and a remedy was completed by the plumber prior to the walk-through. As indicated in the initial response from Heritage Homes, the terms of the warranty and process to remedy a warranty claim were explained at the closing. In addition, the process is outlined in the Homeowners Manual. The first year of the limited warranty specifically takes care of construction defects. We do not necessarily agree or disagree that this claim is in fact a defect, but we are happy to address the concern as a warranty claim. In fact, an email from our Warranty and Quality Control Manager was sent yesterday at 3:23 pm to the email address provided to the Better Business Bureau (copy attached). We always like to do what we can to address any warranty claim, whether they are covered or not. We will specifically follow the terms of the warranty. Sincerely, Frank Lott Consumer Response /* (4200, 12, 2021/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) So your warranty is saying it's epa required yet it's not on any other toilet only the defective line one? Why can't you can't just make this right? :( Response to Donnie: The second toilet installed was because the negligent plumber and superintendent didn't check measurements before pour or even after until install. They had to cut the pipe to even make a toilet fix and the angle from their poor workmanship doesn't allow the feces down. I am trying my best but dear God y'all don't seem to have cared the whole time about this or the build and sure aren't handling it now. Please call to arrange a fix since it couldn't be bothered to be addressed for the months I've said something. Shame on y'all treating us like this. Have some grace and maybe try our perspective of having feeled like you are taking advantage of this service family.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.