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:10/16/2024

  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.

  Bought a brand new house from this Builder in **********. During construction they delivered trusses 5 months ahead of schedule to another builders lot. They were tan moved multiple times no protection to the elements. I sent pictures to the site Manager and The *** of the company after seeing damaged trusses and Beer bottles on site. I was told construction site looks like sausage being made during construction but once the house is built everything will turn out fine. All damaged trusses will be inspected cleaned and sprayed. During the past year we have had multiple roof repairs due to bowed, and broken trusses, we have also had a pest infestation. The builder did all the repairs but was upsetting that my brand new house appears to have had the trusses exposed to the elements installed with no quality control in place to inspect as promised by *** and site manager prior to install. If all this would have been done we would not have any issues. I asked the builder to please have the additional trusses inspected so it could give our family peace of mind. They scheduled an inspection which I was told would be for all the trusses only to find out they inspected just the truss that had pest infestation. We put our trust in the builder when we closed on the house as they assured us that if anything was overlooked warranty was in place. Since closing we have spent 900 days working with warranty on issues. Currently we have vertical cracks on west wall of the house that have been repaired poorly during warranty that keep coming back. We also have or garage door which had issues with framing from day one not allowing for a complete seal to now start cracking with caulking coming apart. Notified warranty team was told the garage and the stucco cracking are no longer under warranty, this is upsetting because this was a issue from day 1 and during warranty. The *** is very difficult to work with and insist the matter is closed. Integrity on quality control is concerning

  Business Response

  Date: 11/12/2024

  *** has time and again addressed this homeowners concerns, including making repairs that were not warrantable and were not the responsibility of the builder or its trades and having those repairs accepted by the homeowner. Unfortunately, **** efforts to go above and beyond for this homeowner has only been met with indignation and unreasonableness. The homeowner is now attempting to reurge the same issues already addressed and the work already performed by *** and accepted by the homeowner as satisfactory.
  
  While *** does not want to belabor every inaccuracy in the complaint, GHO thinks it would be helpful to address certain specifics. With respect to the trusses, the facts conveyed are simply inaccurate. On November 30, 2023, the Homeowner raised concerns about a low section in the roof above the garage. During a December 11, 2023, inspection, the roof decks and trusses were inspected. Subsequently, on December 21, 2023, a roof ********* inspected the roof and found that truss T4 had a split at the east truss plate and truss G1 had a low spot approximately 2-3 feet above the soffit on the west side. In January of 2024, *** and the truss manufacturer submitted a permit application to the building department for ***** repairs. The repairs were successfully completed and accepted by the Homeowner. In early June of 2024, the Homeowner requested an inspection of the remaining trusses due to concerns about additional damage to the trusses, even though there was no basis for such a concern. Despite this, *** agreed to have an inspection performed. On June 19, 2024, a third-party engineer inspected the trusses and found that truss J15 was splintering on the top quarter, but the structural connections between the wood members were in good condition, no beetles or insects were found, no other trusses were noted to exhibit holes or frass, and the trusses were structurally sound. Out of an abundance of caution, GHO agreed to repair truss J15. On August 9, 2024, the building department approved the permit to repair truss J15. On that same day, the Homeowner provided *** with an independent inspection report showing no signs of moisture or any other damages to the trusses except J15. On August 16, 2024, the repairs to truss J15 were completed, final inspection passed, and the permit was closed. Despite the building department approving the repairs and closing the permit, the Homeowner remained concerned about the trusses, and requested the third-party engineer to return and confirm the repairs were completed as per their original report. On September 9, 2024, the engineer confirmed that the repairs were completed in compliance with their recommendations. At that time, no further issues or concerns were raised. Yet now, without any basis, the homeowner ignores all of these repairs and inspections, including by engineers and the City, in wanting GHO to address non-existent issues when GHO and third-party engineers have already confirmed on multiple occasions the homeowners concerns are without any factual basis.
  The story is the same for all of the other issues raised by the homeowner.  For example, a cosmetic wall crack was discovered next to the sliding glass door after the expiration of the applicable warranty period on April 29, 2023. On May 26, 2023, despite the expiration of the warranty, GHO repaired the crack, made minor texture repairs by the front entry porch, and painted the areas where repairs were made. October 15, 2024, the Homeowner raised concerns that the side wall on west side of the Property show a vertical crack and also reported the caulking cracked and separated between the exterior wall and the garage door vertical seal showing a gap. Following an inspection, GHO determined that the cracks are not structurally deficient, but rather are typical cosmetic cracks expected as the home settles over time and not a reflection of any structural or other warrantable issue. As such, because the applicable one-year Warranty had expired, and the alleged issues raised on October 15 are not covered under the terms of the Warranty, *** denied all October 15 requests.  Further, the homeowner has now tried to convert claims related to exterior wall damage caused by Hurricane ******. Under the express terms of the warranty, as well as common sense, GHO is not responsible for repairing damage caused by a hurricane even if the applicable warranty had not long ago expired.
  GHO will continue to honor its contractual and warranty obligations, and we request the homeowner do the same. By doing do, the entire warranty process will be easier and more efficient for everyone, including the homeowner.
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22429187
  
  I am rejecting this response because:

  Whoever wrote this response for GHO I hope is not in a leadership role. I also hope this person takes more time to collect all the facts to get a better understanding of why we have concerns with our home structure. The best way to bring closure is to have the **** leadership team who brought 80 percent of *** send a team of experts to our house or anyone on there leadership team to evaluate our trusses for safety. They should also do an internal audit rather than blame the customer for having to do truss repairs or pest control. As for the repairs I was the one who strongly recommended they do repairs with permits as required by building department, I also provided them with a detailed engineering report on how to overcome stucco issues they can find that in reports I also sent them. The ongoing issues I have with stucco, the garage, and trusses were all reported during warranty period. Not sure why the person who responded to my concern wants to blame the hurricane that had minimal impact in our neighborhood we had minimal damage. I have pictures before and after the hurricane of my house. As for the engineers sent to my house I disappointed that they just looked at. the trusses that was damaged by pest infestation when that truss was already inspected by building department. Having so many repairs on a new house I was hoping to bring closure to over 100 warranty calls none of them were on my retirement wish list. I am 100 percent confident that my request is not unreasonable to have a structural inspection on my house for the safety of my family. I have paid for over inspections as noted but was told by *** they would inspect the trusses which has not been the case or we would not have needed the repairs done. All the other things mentioned is due to poor workmanship. Imaging buy-in a new car that has the red warning light come on twice a week for 3 years and they fix it and it comes back. Then your warranty ends for the red light and your are told we went out of our way to fix it for 3 years. It is more like you went out of your way to take the car to get fixed. I have spent more time with repairs than any other project in retirement. it has come at the expense of speeding time with my family that includes newly born ones. If *** is confident that my trusses and stucco are not structural have there experts they claim saw the issue send me a letter to confirm. *** has a tie pride sign on all the developments blaming your customers who put there trust in you for there biggest investment is not a good business model and highlights why it has been such a long exhausting journey for our family. All we asked for is a new house built with pride integrity good materials and quality control. Not excuses or oversight that put the burden on the customer your employees and your company no one wins when you put cost over outcomes. I invite any expert or GRBK leadership members visit my house to see the outcome. Hopefully they will help bring closure to my legitimate concerns which have been documented over 3 years. 

   

  Thank You 

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

   

   

  
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 11/13/2024

  Summary of the facts provided to *** during and after construction 

  1. Trusses Exposed to the elements and construction like a pile of junk for 5 months before installed. *** should have documentation  I sent them on file was assured they would be inspected and sprayed 

  2. During the construction phase it was highly recommended to me that I hire and engineer to work with *** to come up with best outcomes. The report among many things highlights best practices to prevent stucco issues. I sent the leadership them a copy of the report at my expense for review. 

  3. Trusses looked weathered and exposed to the elements, Trusses have had to be repaired in multiple areas of the attic. 

  4. Trusses exposed to pest contamination confirmed by 5 pest control companies and multiple experts

  5. Multiple hairline cracks have been repaired multiple times no one on *** has sent any experts provide evidence it is not due to structural defects. If that is not the case they are using poor materials or workmanship that looks good for a short time as noted by my acceptance of repair 

  6. the repair they claim done next to my sliding glass door is due to someone using plywood over my concrete wall and not finishing it correctly. Calling this repair a courtesy is another highlight of misinformation from response to my concern, I might be the only house in the development with this issue. 

  7. Blaming the hurricane that had minimal impact on our development is wrong and highlights integrity issues. I have pictures of my house before and after the hurricane. *** has 4 people that have worked with our garage door issues from day 1. The only cracks we reported are the same ones that were repaired multiple times during warranty. 

  8. Concerning that engineers were sent to the house after being told that they were going to check all the trusses due to my concern with history of repairs. When I asked for detailed report I found out they only checked the trusses that were repaired or had pest infestation. Them starting in my garage was also a good sign of making me think the whole house was being inspected. the pest infestation was in the main house different attic. *** did not show up for second inspection as promised to engineer who was waiting for a ladder. This same engineer walked around he house with me after and mentioned he had walked the whole roof but not on report.

  9. So whoever wrote this response to my concerns finds it ok for GHO to not have been proactive preventing issues that I took the the time to highlight with extensive documentation and expert reports I provided them with this would have prevented any of the issues that had to be repaired or we have now . 

  10. The person who responded to my concerns must think I enjoy having complete strangers coming to my new house as my retirement goal. Imagine 4 hour windows waiting for someone to show up for repairs that are due to negligence or poor workmanship. That was not on my retirement plan. 

  11. So you buy a new house to avoid repairs and do your best to highlight concerns to prevent the issues you have no control of than you are accused of being unreasonable when people do not show up or show up with no materials or show up and have no clue what the problem is or you have to have a healthy conversation on why a permit is required prior to doing truss work or you will not accept the repair. 

  12. I could go on but the bottom line is look at the evidence on file look at the facts who would want over 100 service calls by anyone in 3 years? Who is the victim, Is the customer always wrong vs right for GHO

  13 .Lets bring closure have GRBK leadership help bring closure they own 80 percent of GHO/ Give me and my family piece of mind that the light is at the end of the tunnel with repairs lets have the experts come in and look at the trusses the stucco and rule out mold due to exposure of the trusses. 

  14. I bought a new house none of these issues should be acceptable to any customer or person running a business. Poor workmanship, Poor quality control, and poor materials to keep cost down result in bad outcomes. me taking the time to write this additional response on concerns was not my goal when I retired and bought a new house. Please do the right thing for our family please provide us with a plan to get  to the  finish line vs a list of excuses and repairs you claim you did as a courtesy. The house is not going to fix itself  we did not cause any of the issues nor did the hurricane a detailed internal audit will give you your answers of who is responsible. Blaming the customer is not a good business model for any company. 

   

• Initial Complaint

  Date:11/29/2022

  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.

  We closed on our home on May 31, 2022. We are under a year maintenance, but we are still dealing with problems that have been reported, but not fixed.In fact I called in an emergency call on 11/22/22, for a roof leak in the master bath, and still have not received any response. There are many other issues that have been reported, but nothing seems to be a priority, once you close.****

  Business Response

  Date: 12/14/2022

  All Roof repairs were completed beginning of the month.