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:03/28/2024

  Type:Sales and Advertising 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 had numerous issues with Mattamy regarding the quality of construction on my home. While Mattamy offers a 1 year warranty, they also knowingly built my home using subpar contractors, poor project management, and low-grade materials which would ensure degradation of my homes structure in less than normal depreciation timeline. During construction, the contractors did not follow plans and installed several aspects of my home, including HVAC and plumbing incorrectly. Since then my home has been plagued with drainage and water issues and uneven heating/cooling distribution in the second floor. I've had two instances of leakage into my home due to improper sealing. In both cases water intrusion resulted in damage to my drywall and ceiling and discoloration of my walls. Mattamy continues to hide behind their 1 year Warranty knowing that the materials and labor they employed during our build (which was during Covid) was not up to standard (in fact, they released some of their contractors after finding multiple errors throughout the neighborhood. I purchased a brand new home in order to not have to deal with the headache of hidden issues in an older home, yet I have had nothing but problems and excuses.

  Business Response

  Date: 04/01/2024

  Thank you for your feedback. Please rest assured that the issues you state in your review are not standard for Mattamy as a whole or your community specifically. Our customers' satisfaction is a top priority for us, and we apologize that your experience did not align with what we strive to deliver each and every day. Our local team has responded and advised customer of how to proceed.  

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21496296
  
  I am rejecting this response because: no one from the local office has contacted me regarding a resolution. I have spoken with the warranty officebut I am not making a warranty claim.  I am asserting that Mattamy knowingly employed manual laborers rather than skilled contractors to build my home and that it is suffering and being devalued by the poor workmanship.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/09/2024

  A call is set up to speak with **************** on Wednesday, April 10, 2024 to discuss her concerns with our ************* Manager.

  Customer Answer

  Date: 05/20/2024

  Mattamy refuses to make repairs to the damaged drywall caused by improper sealing of a dryer vent. There have been numerous complaints from other homeowners regarding issues with their vents. Additionally, I had my roof inspected by my solar panel roofing company and they determined that the poor sealant around the vent was the cause and not due to their panel installation which they reported and confirmed. I am demanding that they repair my ceiling and drywall and replace the defective vent.

  Business Response

  Date: 05/20/2024

  Mattamy has reviewed the provided information.  In accordance with Mattamy Limited Warranty, roof leaks are covered for the first year.

  No further action is required by builder and customer has been informed.

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased this home built by Mattamy's in late 2019. The home has a 10 year structural warranty so I contacted them when we discovered a small moldy spot building on the side of the main shower wall. We removed the baseboard because it was getting moldy and try cleaning it a little bit. That's when we realized water was depositing in the side. It appears to be leaking from under the shower floor maybe due to defective drainage installation. I have researched the issue and that's what appears to be. Water is leaking to the liner ubderneath the bathroom floor.I contacted mattamy and shared pictures of the issue and they said they will net be inspecting because this is due to lack of maintence. I didn't realize we have to maintain the shower subfloor which is exactly what I said. I consulted with some other people and they tell me this a floor frame issue something that wasn't properly done when the shower floor was installed.The issue didn't appear before because the house wasn't used as a primary home and was empty for the better part of the last year before my family and moved in. Now that we used the shower constantly is when the issue showed. Also the water only deposits when the shower is in use so all the more reason to believe the drainage installation is at fault.I'm attaching some of the messages I exchanged with someone at Mattamy's thsi week on Feb 21. And photos of the damage I also sent to them. They insist is a burst pipe but that's not the case. I have no water leaking in any other place and shower is intact. I expect mattamy to live up to their commitment and honor the structuram warranty and fix my main shower floor so I and my family can breath better again. Humidity is starting to built up and I'm afraid it will affect our health.

  Business Response

  Date: 02/27/2024

  Thank you for your feedback. Please rest assured that the issues you state in your review are not standard for Mattamy as a whole or your community specifically. Our customers' satisfaction is a top priority for us, and we apologize that your experience did not align with what we strive to deliver each and every day. We have passed your feedback on to our management team in ***** who will be contacting you to address any remaining items that *** be outstanding should Customer agree with our offer.

  Customer Answer

  Date: 02/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************

  P.S. I assume that Mattamy's will contact me and send someone to evaluate the damages in my property. Having said that I accept the offer to resolved the issue.

   

  Thanks,

  Dysnora Morillo

• Initial Complaint

  Date:12/19/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had signed a purchase agreement for a single family in ************* in January 2021. Home still not complete. Since, my husband was recently laid off from work AND our current home sustained damage from Hurricane *** so we cannot sell right now. Due to these factors we no longer qualify for financing which was part of our purchase contract with Mattamy homes. We sent them documentation to support we longer qualify, a letter from my husbands employer and a time / date stamped photo to support roof damage on our current home. The sales manager in an email to use indicated we are not eligible to get our ******* money deposit of ********* back and included a snippet of what she said was in our contract. This snippet was NOT in our contract . When called out on it she used another part of the contract that I had already sent her and now indicated that this part indicates Mattamy can keep our ******* money deposit. That is not how the contract reads and she is forcing interpretation to benefit mattamy keeping our deposit. Not only is the just the base price alone now listed at 82k higher than our contract price but they are also keeping our 46k deposit. They are actually benefiting in a huge way for us canceling our contract . They pressured us with deadlines to sign the termination contract indicating that if we didnt sign by the date provided that the contract will be cancelled and either way they are keeping our deposit. I even asked how can they do this to fellow ********** who had their current home affected by the hurricane . They didnt care. We are disgusted and feel like a big corporation took advantage of people because they are big and know they can. I pointed out to them they are benefiting financially just with us canceling because the home is much higher in price now , so they will make more than if we closed on it. All we recd back was a an email justifying their right to do so . Disgusting greedy company. We can provide full email thread