ComplaintsforCardel Homes

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed first closing (construction loan) with Cardel that included pool/decking install on 4/26/21.Final closing on home on 6/23/2022.Prior to official closing on home we documented with Cardel that the travertine decking was an issue due to stains/uneven stones starting from March 2022.During the closing of our home we had a walkthrough and documented with Cardel that the travertine decking was an issue due to stains/uneven stones and they promised to fix it.After the closing we followed up regularly and Cardel maintained that it was the pool vendor who needed to fix the issues. Cardel made arrangements with pool vendor to fix issues with travertine decking by cleaning the stone with an unknown solution and later coming back to replace it after cleaning it was unsuccessful. The stains and mold kept coming back progressively worse.The pool vendor seemingly pushed back on Cardel that there was greater issues beneath the surface such as structural and material related issues.The decking is under warranty with Cardel as it was included with the build of the home. Cardel acknowledged that water damage/materials underneath the stone are the likely cause to the stones surface. After countless emails over a 8+ month time, Cardel refuses to provide warranty paperwork and replace the stone/repair underneath it. It is evident that the problem lies beneath the surface and the stone above it is irreparable now.After 8+ months of back and forth emails, phone calls, and visits; there has been no resolution. We would appreciate Cardel take appropriate corrective action to address the root cause of this issue. At this point we are well beyond another cleaning which has been done 3 times already to no avail. This would mean hiring a decking specialist to replace the entire deck and repairing/replacing the materials underneath the deck the appropriate way so that the travertine laid on top does not suffer from damage. Another alternative would be complete reimbursement so that we can make the necessary arrangements to repair the damage.

  Business response

  01/26/2023

  I have personally been in regular communications with this customer. The complaint of staining at the customer's pool deck is, per manufacturer and insaller's opinions a natural reaction to moisture and the natural stone. It began presenting this tinting during construction and we did agree to treat. We have also extended an offer to seal the travertine following treatment. We agree we have taken considerable time to both outside specialists, cleaning products and methods. This has been important to us prior to sending a new trade to our customer's home. I've offered to show results of treatments and sealing at a nearby home under construction. I've provided requested warranty information regarding the stone. I would encourage the customer to seek outside opinions if in doubt about our approach and opinions. I've explained our assigned trade will be transparent about the materials to be used and the process he'll use to address this cosmetic issue. Our customer has provided me with several questions prior to allowing access to the home for the repair which I have answered. I've requested access to the home with dates from our customer to allow the repair to take place. I am awaiting a response from our customer.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We want all warranty issues addressed on our home. We also seek monetary compensation for all the trouble we have been put through. Doors - sand and repaint or replace pool bath door. Adjust all doors not closing correctly. Windows - replace master bath window, replace screen in nook Drywall - Fix all holes Stucco - fill all exterior joints on exterior of home and paint Trim - fix master bath trim and replace all door knobs that are ruined, replace weather stripping Cabinets - repair all faulty cabinets and knobs Tile/grout, tile backsplash - fill holes in master bath, fill holes in showers, replace butlers pantry backsplash/install it correctly Pavers - replace any bad pavers Pool - get our pool turned on, fix all warranty issues, fix spa tile, replace pavers, give us at least two months of free cleanings to due all the metal found in our pool Paint, caulking - everywhere needs addressed, everywhere needs touch up paint, front door needs repainted Cleaning - clean our door knobs, doors and hinges and pavers Carpet - remove the carpet vacuum under it and install better padding Countertops - polish the edges Plumbing - fix faucets, move the lines to correct area for BBQ setup HVAC - cut and repair BBQ vent Landscape - looks terrible! replace two trees/plants, fix area by patio, replace plants that died, replace sod, fix grading issues Electrical - move switches to correct locations, caulk switches/outlets that are uneven Appliances - fix dishwasher, level fridge and give us a drip tray

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/08/25) */ Thank you for forwarding this customer complaint to our attention. Due to the continued difficulties in this un precedented build environment as well as an increased urgency by buyers such as our customer in this instance facing an interest rate lock expirations and increased interest rate on their home loan. To close in advance of that deadline, we'd deviated from of our normal processes and agreed to a move in date with likelihood of some items to complete after move in. Additionally, this customer as a remote buyer and was not present during construction or at final closing. We'd only met to discuss open items after move in. We deeply regret this situation. Our service department has coordinated a trade date and will continue to follow up on any actionable items required. Not all of the requests in this complaint are actionable. The requests which are outside of the scope of any work to be completed at the home are also being communicated currently. All future communications will be with the customer directly and future correspondence in in this forum may not receive additional replies. Thank you again for conveying the complaint.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had an absolutely terrible experience with Cardel and their customer service. We moved into our new home April of 2021. The first thing to mention is the house was filthy, they never had it cleaned so we had to hire cleaning people to come in before we could move our family in. That was the first of many disappointments. The tile work is HORRIBLE. They have sent someone to our home 3 times to "fix" it - each time it looked worse than the beginning. Most recently, they came to repair their shoddy work for the third time and when I told them that work was still unacceptable, I was provided the attached response. Being that we weren't allowed INSIDE the shower to inspect, we signed paperwork acknowledging the work was complete (not that it was done well). Nonetheless, Cardel is refusing to fix their garbage work - despite the fact that there are chipped and missing tiles throughout the shower (see photos). There are also now three distinctly different colors of grout. The worst part of this story is that the second time the vendors came to repair the tile, we had an incident with one of the workers physically shoving my husband and trying to enter my locked bedroom despite being told that someone was inside changing. When I confronted Karen, their "customer service" person who was on site she started screaming at me in front of my entire family. I asked her to leave and she made several threatening comments on her way out - when she slammed my front door. She did not realize, however, we captured her calling me a ********* on my Ring doorbell. Followed by "Let's get the **** out of here." I have it all on video. I've been trying to reach someone at the corporate office for months but the receptionist keeps saying "someone will call you back." They're refusing to fix their tile work.

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/06/24) */ Contact Name and Title: James J***** VPProduction Contact Phone: XXX-XXX-XXXX Contact Email: **********@cardelhomes.com Thank you for conveying this complaint to us on behalf of our customer. I have been able to verify we had conducted a one year inspection with the customer and had subsequently scheduled a service date. Our customer service manager and trades did arrive on the scheduled date. My current understanding is the customer may not have recorded the emailed confirmation of the schedule or there was indeed otherwise confusion of the schedule and service did not occur on the scheduled date. Subsequently our Executive management had spoken directly with the customer. Our Service department is aware we are available for direct contact anytime the customer may chose to reach out again. I have received the recordings of the reported video and respectfully do not agree and cannot distinguish the reported use of the language described. We do take this complaint seriously and have assigned another service contact to this customer. We are available to the customer to resolve this complaint to the customer's satisfaction and within the scope of our contract with the customer. We will reach out again to the customer to find an agreeable solution to the complaint.

*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. ↩