ComplaintsforMaronda Homes Inc of Florida

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Maronda has left open items on a new build. Tiles that are mix matched. Garage door strip with a gap. Crown molding with a gap. They replaced the tiles with the same tiles that are mix matched.

  Business response

  09/19/2024

  We take customer satisfaction seriously and apologize for any frustrations you've experienced. We appreciate your feedback which helps us to improve our services. We're proud that you've selected Maronda Homes as your home builder, and we'd like the opportunity to assess your concerns and earn your continued trust. We would appreciate it if you could provide us with additional details regarding your concerns by  emailing us at *************************************************************** or contacting us at **************. We look forward to hearing from you soon.
  
  
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am having big issues due to the lack of proper construction in my home. I am now experiencing mildew because there was no insulation and/or a plate on the ceiling above my pantry and laundry room. The A/C unit leaks due to condensation and probably not proper installation of the pipes. I tried to reach out but no one seems to be able to help me because the house is 2 years old but this is caused due to negligence of the builder. I even had to come out of pocket over $300 on Freon for the A/C because it was not fully charged when installed. The bathroom water leaks water everywhere again due to bad construction. I am very disappointed with this builder. I just need these issues resolved and not continuing to get the run around.

  Business response

  09/04/2024

  We are currently reaching out to this homeowner to investigate and address the issues. We will be in direct contact with them. 

• Initial Complaint

  08/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a home with Maronda that included a warranty. My master bathroom had a leak 2 months after my home was purchased July of 2023. They have been fixing my master bathroom since July of 2023. I have Numerous emails, texts, from employees of Maronda in the warranty department attempting to schedule someone to come and fix the issue. These individuals have since been let go from the company, and I am left with a broken master bathroom. If they would stop hiring people who drink on the job, perhaps things would be built better. I just need them to honor the warranty that I paid for when I purchased this home.

  Business response

  09/03/2024

  The Maronda Homes management team was in contact with the homeowner on Friday 8/30/24 and assured you that your warranty claim would be resolved.  The Warranty Manager will be in contact with you early this week.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed on this new house on Mar 28, 2024. Since that time many repair requests have been made. The smaller issues have been repaired however when it comes to the larger issues, the Maronda warranty department continues to give me the run around by consistently trying to piecemeal the repairs instead of doing a professional repair. I am not asking for anything more than a professional repair to be completed instead of providing sloppy unprofessional work.

  Business response

  08/07/2024

  We will have our VP of construction contact the home owner to make arrangements for completion of the necessary repairs.

  Customer response

  08/12/2024

   
  Complaint: 22100247
  

  The ** did come to my home as agreed. We discussed the issue at length and he agreed that another approach would be more in-line with construction standards compare to the previous non-sensical approach. The ** agreed to work with me directly until the repair is complete and to my satisfaction. However, I will reserve any judgement of the repairs until all issues are completed.
  
  Sincerely,
  
  ***********************

  Business response

  08/13/2024

  Maronda will stay on top of what needs to be done and keep in contact with teh Homeowner. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Within the time of my warranty I have made several warranty service requests through email and directly to the service manager **** *******. I blacked out his number on the text messages for privacy reasons. The texts show, as he provided me with his phone number to address any concerns how all my requests were within the warranty time frame. It is also shown how he stated he would come to the property as he did and document everything needing to be done upon my request and how it was supposedly forwarded to the necessary vendors to complete. The response will be that I am out of my warranty time frame and to contact 210 warranty. Which should not be needed due to the fact that my requests were ignored. There is no way I was outside the warranty time frame when the text time frame shows otherwise and still to this day I am constantly ignored. If there were any issues **** would have not advised me he contacted the vendors to take care of the issues at hand. All Im requesting is to simply do what shouldve been done over a year ago. Instead I am ignored or given a run around to avoid doing so. It is apparent that the company does not care to do what they should do or the service manager is not doing it on his own and making the company look bad. If this can please be resolved as it shouldve been back when these conversations were had it would greatly be appreciated.

  Business response

  07/25/2024

  Maronda continued to warranty Mr. ******* home past his home's limited workmanship warranty expired on 4/29/23. We have no open warranty tickets for this customer. Mr. ******* one year limited workmanship and 2 year distribution system warranty has expired.  Mr. ******* structural warranty is still active, he needs to contact 2-10 warranty directly regarding any structural claims at ***************************************. Maronda Homes has responded to and addressed all 3 of Mr. ******* BBB complaints in the 2 plus years since he has closed on this home.

  Customer response

  07/25/2024

   
  Complaint: 22034372
  
  I am rejecting this response because:

  This is a lie. I literally attached all the messages to the Service Manager and how he blatantly ignored my requests. Do I need to post the emails to ********* as well? My warranty expired on the date stated. So what is the excuse of all the ignored request prior to that? Just because Maronda closed out my work orders does not mean they were resolved. Why would the service manager state that he was sending vendors if I was expired? I said exactly what you were going to respond with to do as you always do and blow off the customer in the most proper way you can to make yourselfs look good. How can you sit there and try to continue to deny a lie when Ive attached the proof with time stamps on this complaint? Youd rather sit there and try denying then to simply contact the necessary vendors and do what shouldve been done over a year ago. 210 warranty stated that you shouldve fulfilled those work orders when they were submitted. Please tell me how there is no active work orders. Show me the proof that everything that was submitted was resolved and resolved properly. My floor for example is worse than before you supposedly fixed it and that was ignored too. I have every email, ever text message, all of which are time stamped and dated. This is beyond ridiculous especially seeing how Im not the only one. *** doesnt the service manager reply? Why hasnt he bothered to speak up? Why hasnt his supervision done anything to question as to why he wasnt doing his job properly? Why is it so difficult to get in touch with anyone from the company? But you sure know how to reply to a business complaint because everyone can see. I need a proper answer and resolution because whom youre referring me to go to stated Im not wrong at all. Or shall I push forth with legal matters and provide whomever with the same proof and negligence as I have submitted here. 

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

  Business response

  08/01/2024

  The process of filing a warranty request for Maronda has always been through our portal. This has been the process since before Mr ***** closed on his home. Maronda warranty department shows no requests or open items. In Mr ******* prior BBB complaint (********), there is no mention of outstanding work orders, only a complaint that he didn't receive items Maronda doesn't offer and he didn't pay for. Mr ***** is out of warranty for limited workmanship and 2 year distribution system. If he has a structural issue he can reach out to the contact already given.

  Customer response

  08/05/2024

   
  Complaint: 22034372
  
  You mean these emails that are directly to Melbourne services? If it wasnt the proper way why are you responding to me there? If it wasnt the proper way, how else would I have gotten that email if not from the property manager ****? Within my warranty? Of course the work orders are closed out, you closed them after you neglected taking care of what was requested. What kind of ******** vague response is that to cover your ass? I have you saying this and **** on text messages that things are completed and not needing to get done. So show me what was completed exactly. And Ill show you how its not. Show everyone on here how everything was requested was fulfilled and Ill show you exactly what I requested and how it isnt and how much of a **** liar you all are. Ill wait. 

  I even had a home inspector come and show what was wrong and submitted it directly to you prior to my warranty being over. The other emails attached here are two weeks after it expired trying to STILL CONTACT **** when all the service requests were submitted prior to the expiration date. I was still making attempts to see why it wasnt done. Why else would you be stating vendors will contact me and the work order will be completed if I wasnt within the time frame? Youd rather go back and forth like a child than be an actual company and honor that I was within the warranty and do whats right. But youd rather continue looking like s*** because itll be yet another customer you can smile at knowing you screwed over and be on to the next one. 

  Business response

  09/18/2024

  Maronda Homes is confident that we have addressed all work orders for his home during the two year warranty period.  We stand behind the workmanship of the home we built for Mr. ************ All work orders are currently closed and the remaining warranty is a ten year structural warranty through Warranty 2-10.

  Customer response

  09/19/2024

   
  Complaint: 22034372
  
  I am rejecting this response because:

  Thats fine. Further action is currently being taken as we speak, as you continue to lie through here. More problems and neglect with the build of the home have currently been discovered by not only me but several of my neighbors built by you. To no coincidence as they are all the same issue far greater than whats been reported on here. 

  Thank you for taking the time to show how youll lie and continue to attempt to deceive, for as dumb as it is to do so when I have the paper trail of proof of all work orders that were not completed, the service manager blatantly ignoring me & along with what has currently been discovered. 
  

  Well speak soon Maronda!

  Sincerely,

  
  ****** *****

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our new home in April 2022. I have just noticed that one of the kitchen cabinets is falling off of the wall due to improper installation. It is clear that an improper wall anchor was used and no stub was hit to mount this cabinet. I have reached out to Maronda Homes earlier this week and I was ignored.There is nothing but spices in the cabinet, there is no reason for it to be falling off of the wall. Anything that is mounted shall be able to hold 5x times the weight of said object, per code.

  Business response

  07/16/2024

  This message has been received and has been sent to the proper division. They will reach out to the homeowner regarding the cabinets. 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dont know why it is absolutely impossible to get someone on the phone for the home warranty department. We purchased ******* home in 10/2020. Was told we have a 10 year warranty. The 1st year, warranty specialist was responsive. After that, forget it. I've contacted them several times both via email and phone, no answer. Issues for various items over the last 4 years. Multiple cracked floor tiles, A/c unit rusted and giving issues. Bathroom exhaust fan leaking when it rains. Had to have my husband take a look on the roof. Come to find out no sealant and a shingle is missing. SWFL has been experiencing a rainstorm for about 2 days straight. Today I noticed a large puddle of water in dining room area. The rain water is somehow entering the home, my base boards are soaked and the drywall smells "wet". I called and of course can't get anyone on the phone. I left a message and will also submit an online warranty repair request. I'll be surprised if I even recieve an answer. Just another issue the homeowner needs to come out of pocket for.

  Business response

  06/14/2024

  Maronda Homes received the warranty request late in the afternoon on the same day as this BBB complaint.  The Warranty Coordinator has since left two voicemails for the homeowner with no return call.  The warranty in question expired over 2.5 years ago (10/2021).  No further action is required, however, our Warranty Coordinator will be happy to speak with the homeowner to discuss the problem.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is no quality control, clearly no subcontractor pride of work or thorough supervision of their work by the construction supervisor(*****) during the build process. Several issues were noted during the construction process, sent to our sales person *******, then we were told that the issues were forwarded to the supervisor. There was typically no response or follow-up on issues reported. We were only allowed to meet with the construction supervisor at the start of construction, but could not talk to or meet with him during the construction process up until the closing walks. The building completion walk where a customer would mark issues with tape to indicate things that should be fixed was not put in our control at all, but heavily guarded by the building supervisor. We were forced to do this walk when the house wasn't complete. Per their paperwork, the house is supposed to be complete/turn-key at this walk. Baseboards were missing, floor tiles were marked for replacement, no shower glass enclosures were installed, and there were still holes in the drywall from subcontractors working on things. For the areas that were close to done, we would point out an issue and were told that because we purchased a "track home" on a dispersed lot, that they would not be fixing the issue. Trim, cabinets, countertop edges and issues with tile were not to be fixed.After our final walk that was more of a first look at the complete house, the construction supervisor sent a paint touch up guy through to touch up on paint issues noted by our 3rd party inspector and told us the house would be cleaned again. In the process of touching up paint, there were paint splatter and roller marks on the carpet of 3 bedrooms. The Maronda warranty department acknowledged the ticket submitted for paint on the carpet on February 7th and have been reminded of this ticket in their system every couple of weeks since then. It's now June 3rd and we still have carpet with paint on it in 3 bedrooms.

  Business response

  06/05/2024

  We are sorry to hear of ************** frustration with the process and appreciate the feedback. It is our objective to present a complete home at the first walk through.  Our VP of construction has reached out to ********** to discuss his concerns further.  We apologize for the miscommunication regarding the carpet cleaning and will have that scheduled ASAP. 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  we purchased our home from Maronda 10/2022, we have filed several complaints with the Builder about our Air Conditioner, it is undersized for our home, does not cool properly as it has to run at a very low temperature all day/night. They have had *************** come out as they were the installers of the system, do a full workup of the system, and Strada was ready to replace the **** and Strada has not heard back from Maronda since last October 2023. You can see the complaint that was originally filed under *************** and ******* from customer *************** has been the only person to return my emails, phone calls, etc. She has been amazing through all of this and I will add her phone number, email to reference the claim. I am seeking restitution at this point so we can move on. I am open to solutions!!*******- customer experience rep- ************* *****************************

  Business response

  05/24/2024

  A manager from the Maronda Homes warranty team will contact the homeowner to discuss her concerns and take any actions necessary. 

  Customer response

  05/28/2024

   
  Complaint: 21743248
  
  I am rejecting this response because I am waiting for an update from the warranty manager *****. He had sent out a gentleman from Captiva Cooling on Saturday to assess the **** system but have not received a response about what the plan will be. We have had several assessments from Maronda but the followup has not been completed. I will await to hear from them and will update the BBB once the problem is solved.
  
  Sincerely,
  
  *******************************

  Business response

  06/04/2024

  Maronda Homes has confirmed an appointment with the homeowner and the vendor this week to discuss the current system. We confirmed on Saturday that the vendor (******) scheduled this appointment with her for Tuesday morning, 6/4, at 8am. 
  
  

  Customer response

  06/10/2024

   
  Complaint: 21743248
  
  I am rejecting this response because:

  We have had a Mew Air conditioner installed, duct work was also installed as well as air handler, enlarged the Air intake and added a vent to the master bedroom. I am waiting for ***** to schedule the insulation installation for the attic as it was recommended by ****** from Captiva Air. 
  
  Sincerely,
  
  *******************************

  Business response

  06/18/2024

  Our Warranty team will be in touch with you this week (*****) to finalize any remaining scheduling requirements.

  Customer response

  06/18/2024

   
  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. ********************* from Maronda warranty **** has been very helpful In assisting me with all concerns about my home.
  I appreciate his help and ****** with Captiva AC. Rice insulation is scheduled to come out July 15 to install insulation. 
  Sincerely,
  
  *******************************

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have multiple issues with Maronda. We are 3 weeks past first walk through orientation and 2 weeks past closing. We are still waiting for those items that we pointed out to be addressed by the "building supervisor". We have had no contact from the building supervisor since 04/30/2024 when he came to fix the washing machine drain that was still capped from the install so the delivery man could hook the washing machine up. I have used the "customer portal" to submit the request for for some of the items from our list. The site claims that we will be contacted in 24 - 48 hours. Once that period passed and going well in to day 3 I contacted customer service by email letting them know that I had not been contacted yet. here is th initial request. Ive sent 2 service tickets in and this is now day 3 when I was supposed to get contacted according to the site 24 to 48 hours. I have a huge safety issue and I am very concerned about the state of the sod installation and sod itself. I need to have a response please..3 emails later On Fri, May 10, 2024 at 8:42AM ***************** wrote: Good Morning, I just spoke to the supervisor again by phone, and he stated he would definitely call you today. I'm sorry on his behalf for the delay. In the future, you can help avoid delays by using the correct method to submit service requests so they go directly to your local service department. Please be sure to log in to your Homeowner's Portal and submit your service requests there instead of this "contact us" form on the website. Thank you.. My response... Thank you, I did as you mentioned and after **************************************************************************************** the future what do I do when the individual is not responded to in the posted time? As it is, that is the only avenue of communication I have to them and it looks like it doesn't work so well. So what do I do? I want a new building supervisor he is not welcome here anymore. New Sod.

  Business response

  05/15/2024

  The project manager has been in contact with ************ and met with the father in-law this morning as scheduled to discuss the items of concern.  Maronda has committed to make the corrections of all warrantable items listed by the homeowner.

  Customer response

  05/25/2024

  I have not received a notification from the BBB that the complaint was sent to the company. No the complaint is not fully resolved. The yard is still a significant concern and safety hazard. I have already twisted my ankle more than once out there. I also have my ******************************************************************************************************************************************* my mind. The company has not responded at all regarding the yard. So as far as I am concerned the case is far from settled. Keep it open please. 

  Customer response

  06/05/2024

  I completely disagree.
  I do know that the project manager met with my father and not my father in-law. Yes, they did discuss the items on our list. However, what was not discussed and no information given on a resolution for the items concerning the safety of the yard and condition of the poorly installed/unacceptable condition of the sod. We need to know what is going to happen with that and prefer to have that in writing due to the lack of communication.
  3 - 4 of the items on the list have been completed. As of 05/21/2024 we have not heard any update nor communication from the project manager. I do know that on 05/20/2024 which was the last time we had any communication my wife was the one that reached out to him via text for an update and as of today 06/05/2024 we have not had any communication at all. It appears the only way to receive any updates is to text the project manager. This should not be the case and we should be updated on the items at least once a week. Also on the list, I had requested a meeting with his supervisor regarding the yard which I have not heard about either.
  Just wanted to let you know that "Maronda has committed to make the corrections of all warrantable items listed by the homeowner." part of the recent message is not occuring.
  I am also certain and without a doubt that the condition and safety regarding the yard would never, ever have been accepted by Maronda homes management or executives if it were their new home and property.
  
  

  Customer response

  06/07/2024

  This entire week there has been no contact from the project manager. I suspected that would be the case. We are still waiting on a written response regarding the condition of the unsafe dead sod that is surrounding the property. I had an irrigation expert come out today and he stated that the sod is dead. Interestingly enough I said the same thing on 04/29/2024 and it was played off as a hardy sod and would come back. The only thing that has come out of the sod is weeds. There are still gaps all over the place between 4 - 5 inches in size and are getting larger as the sod rots away. as I stated before and will state on every response to the builder. "I am also certain and without a doubt that the condition and safety regarding the yard would never, ever have been accepted by Maronda homes management or executives if it were their new home and property." This is a real shame.

  Customer response

  06/07/2024

  I hope and pray that the complaint is still open. If not, I will open another complaint to each one of the territory offices as well as the corporate office.

  Customer response

  06/12/2024

  Its been a week and 3 days since the last contact from the project manager. This process of trying to get this completed is non productive. The sod has not been replaced. Only a few items on the list have been tended to. Yet the Maronda corporation says it is committed to getting to completing the list yet fails miserably in its efforts to do so. I have no confidence in the project manager or Maronda representatives.  This all should have been resolved in the first 2 weeks. I am under the impression that I will need to take this up with the corporate office. 

  Business response

  06/13/2024

  ******************* will be reaching out to the homeowners today. 

  Customer response

  06/13/2024

   
  Complaint: 21699216
  
  I am rejecting this response because: I still have not heard from the project manager and I am waiting on the call to see what *** has to say.

  Then I will answer.
  
  Sincerely,
  
  ***********************

  Business response

  06/18/2024

  The Project Manager originally assigned to this job is no longer with our company.  ************ has been informed of this change.  Our Production Manager has an appointment to meet with ************ or his father this week.

  Customer response

  06/18/2024

   
  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.

  I have met with the Project Manager and agreed upon the items that are going to get resolved.
  
  Sincerely,
  
  ***********************

*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. ↩