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:06/17/2024

  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.

  Roof defective; We moved into a new Medallion home December 2023. Our roof was not installed correctly. Seven months in the house and we have had 3 roof leaks. February 6, ************************************************************************* the bathroom and hall ceiling. The warranty department sent a Medallion homes Rep out 2 weeks after we heard the dripping. The man went into the attic and told us he did not see any evidence of a leak. April 3, 2024, a thunderstorm came through our area and rained all day, we had water running out of the light in the Master closet and 4 round wet spots where the closet ceiling meets the wall. We called Medallion homes warranty department for the second time, and sent videos of the leak. Then we called ***** Roofing who did the roofing on the house. ***** roofing told us they had been to our house and our roof didnt have a problem and the ***** representatives laughed at us when we said we have a bucket of water. We called Medallion homes warranty department who said they would talk to ***** roofing again. After much heated conversation, because the ceiling in our closet was getting wet with each rain, the Medallion representative agreed to get ***** Roofing to come look at our roof. Four days later two men came to inspect our roof, tested our roof with a water hose running water on the roof, then found the wet areas on the wood in the attic. They removed the Tiles in a specific area and found over 5 holes in the underlayment on the roof, Then placed new underlayment and placed the tile back.June 13, we had a thunderstorm, this time the water was running through the air return vent of the master bedroom. Again, for the third time we called the ******************** No one will give us a date and time to fix this new leak. Our roof is defective. We want Medallion Homes to do the right thing and replace the defective roof. We paid for a new home with a new roof. Now we have a damaged ceiling also.

  Business Response

  Date: 06/17/2024

  The roofing company was at this residence on Monday, June 17, 2024 at approximately 7:00am.  The leak was found and the repair was made.  The homeowner is patiently awaiting the next major rainfall to confirm the repair was successful.   

  Customer Answer

  Date: 06/17/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:08/22/2023

  Type:Order 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.

  My wife and I chose lot *** at the ********************* to purchase along with a home from Medallion Homes. They requested a check for $10k, which we gave them along with a signed agreement. We then spent the next 6 weeks in the ****************** doing mission work. Once we returned to finalize our home we were informed Medallion corporate had raised the price on the lot by over $120k. But if we write a check for$130k immediately they would probably overlook the price change on the lot. We wrote the check immediately. Medallion denied the original signed agreement with the salesperson and told us we have to pay the higher price regardless of the signed agreement. Medallion Corporate does not honor signed agreements.

  Business Response

  Date: 08/22/2023

  Price, offers and programs may be cancelled or changed without notice as stated on our price sheet. Medallion Home did not raise the price $120k,we removed the incentive that was off lot premiums.  Their contract was not signed by the seller, ************ Without the signature of the seller, the contract is not binding.  

• Initial Complaint

  Date:12/05/2022

  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 own a home in Aqua by the Bay and the main gate has not worked properly since they started closing the gate and it needs to be repaired immediately as it is a security problem and it is something the resident pay for. We have contacted the *** multiple times with no response. We also pay for the upkeep of the lagoon and the date to open to the residents has been moved back several times but Medallion Homes has used it for their personal use multiple times and in fact right now at 9pm on December 2nd they are using the restricted lagoon for a huge company party with a live band, fireworks and two huge tents. Residents have been threatened by the *** to have the police called on them for trespassing but there are hundreds of people at the lagoon right now. The residents want resolution and communication with the community.

  Business Response

  Date: 08/15/2023

  Medallion Home is insistent on resolving all home building concerns.  After reviewing your complaint, it was determined that the issues brought to our attention through the BBB are indeed HOA issues as you stated.  All future HOA issues should be communicated and brought to the attention to Aqua One Phase One ********************************** for resolution.  However it has been determined that the matters have been taken care of to date including the gates and lagoon.  The gates are open, functional and working by design.  The lagoon is accessible and open to all home owners.  

• Initial Complaint

  Date:07/20/2022

  Type:Billing 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.

  We are a bit dismayed let alone flabbergasted at the response we received from Dominick D. regarding our cancellation of **** ***** ****, *********, ** *****. As a recap, we wrote an offer through your sales associate Jessica B. on 5/27/2022. We called and asked several times to see if the offer was accepted as we needed to be sure the builder was accepting of our 1031 exchange. The only way we were going to buy this property was to satisfy a 1031 exchange. Therefore, the builder accepting the added verbiage stating that they will comply with our 1031 was absolutely necessary to proceed with this purchase. On 6/2/22, Jessica forwarded us an executed copy of the offer acceptance. Over the course of those few weeks, we called and asked Jessica several questions about insurance, sales numbers, the lagoon completion, price increases, etc. On the morning of June 30, 2022 my husband's superior called him to inform him that the position of Area Vice President at ADT Security had been eliminated as had many other positions been eliminated as well. Knowing we were heading into a holiday weekend; we asked the company to immediately send us a separation agreement letter which they did. We forwarded the "separation agreement" to our lender, Mortgage One, Christopher S.. The loan was denied and sent to be cancelled immediately. Very shortly after, we received the denial letter from Chris at Mortgage One via email. We forwarded that denial along with verbiage for Jessica to cancel our contract/purchase with Medallion Homes on 6/30/2022 at 1:31 pm PST. At 1:54 pm on 6/30/22, Jessica responded asking for a letter from Wells Fargo, a lender we had ceased working with as was evidenced by the Schedule A from your title company, Old Republic, dated 6/21/22 clearly reflecting our affiliation with Mortgage One. Medallion Hones President Dominick D. is containing to refute tor return our $182,746!

  Business Response

  Date: 08/24/2022

  Consumer Response /* (2000, 12, 2022/08/19) */ After having to hire an attorney and spend thousands of dollars in order to get our deposit returned, including an additional $1,000 taken by Medallion Homes (the contract called for a $500 processing fee when an agreement is cancelled, we paid $1,000 plus the $500) this matter has been resolved and closed. Very frustrating and disappointing. Only after we hired legal representation did Medallion Homes take our request seriously to return our deposit per the contract terms - it should not have to be this way.

• Initial Complaint

  Date:05/31/2022

  Type:Billing 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.

  Closed on new home 12/15/20. Noticed paver problem on driveway and lanai during walkthru. Noted concern to subdivision supervisor during walk thru. Was told no pavers available due to Covid. Then told those particular pavers no longer made. Homebuilder had Manasota (installer) and Stabil (paver vendor) look at problem. They agreed to install a border of a different color and utilize the good pavers to replace the bad. I reluctantly agreed but was concerned about the further deterioration of the pavers, which seemed to be getting worse with each passing day (cracking, chipping, delaminating). Long story short, border pavers were never installed as the parties had a change of heart. They said they would make a special batch of pavers to use as a replacement. This went along for many months, with nothing but promises. First it was the pavers would be ready in mid September 2021, then October, then November. Finally, at the end of February 2022, I was told in an email from Tony S****** (warranty manager), that the approximately 600 pavers were produced and ready to be installed, but due to labor shortages, I would have to wait. I asked simply to be put on some type of future schedule, but was denied. At the end of March 2022, after not hearing back from Tony, I worked with Astrid in the warranty department office. Astrid tried very hard to be helpful, and first I was told that Medallion was working on paver issues one subdivision at a time, and that my subdivision (Reserve at Twin Rivers) was next. When I followed up a couple of weeks later to find out the timing, I was told installers were in my subdivision but could not do any work at my home because no pavers had been delivered. I was then told that Tony was working with the vendor (Stabil), which made no sense to me since he had told me two months prior the pavers were ready. I had a certified home inspector review those pavers in November of 2021, and he found many to be unlevel and defective.

  Business Response

  Date: 06/03/2022

  Business Response /* (1000, 5, 2022/06/03) */ Thank you for sharing this correspondence with Medallion Home. Medallion Home supports the BBB as vehicle to help resolve matters between parties. We have looked further into the matter and are handling directly with the client We will no longer respond to this Case through the BBB as it is our policy to have all communication facilitated directly through the builder/client ******** portal, which eliminates redundancy and keeps all communication records in one place. Once again we thank you for sharing in our commitment to client satisfaction. Consumer Response /* (3000, 7, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did hear from the builder. They said I would have an answer by 6/17, an answer that would provide me with a date that my paver issue would be resolved. I could not answer yes to accepting their response because I have heard multiple promises of dates before over the past 17 months and remain skeptical. I am always hopeful that this will be the time they actually do what they say. In addition this is a larger project than just replacing a few pavers. Hundreds of pavers are involved including the lanai. It will take a professional crew to remedy the overall problems (including leveling many pavers), as well as being careful working around my pool. I will keep the BBB updated however this turns out. Thank you for your quick attention to my request. I am also hopeful that the builders quick response to me after receiving the complaint, means this situation might finally get resolved. Consumer Response /* (4200, 13, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) On Friday 6/24/22, two representatives from Medallion (Stephen H****** and his trainee Mario), along with Jose from Manasota were at my home that morning to complete a count and marking of the damaged pavers to be replaced. They told me there was no need for that, as all of my pavers would be replaced (along with one other home down the street). Their reasoning was the existing pavers were deemed defective, color matching, etc. I agreed, but was concerned about damage to my grass, and debris in my pool. Medallion agreed to have Manasota put down wood, and only access one side of my yard to my lanai. Any damaged grass would be re sodded at Medallion's expense. Medallion agreed to have my pool cleaned (again at their expense) if debris ended up in there, which they believed was inevitable. I agreed. Late that same day, I received an e mail from Tony S******, the ******** Manager at Medallion, indicating that none of what was told to me earlier was going to take place. He referenced a deal that he and I made back in January 22. I had not heard from Tony since late February. After my complaint to the BBB was forwarded to Medallion, I did hear from the CEO' s executive assistant, Samantha ******** She was very nice, but apparently lacked the authority to override Tony S****** or the head of their construction **********. Today, I spoke with Tony, and reluctantly agreed to he and several others coming to my home on Friday 7/1 at 9 am to look at the pavers again. We have had many many meetings on these pavers since my walkthrough date on 12/15/20. Tony agreed to determine how many pavers need to be replaced, as well as funding the cost of any lawn damage or pool debris issues. Also, I am to get an estimated date of when the pavers would be delivered, as well as a date when a repair crew would do the work. I wish I could be optimistic, but after 18 months of grief, meeting after meeting, and nothing done, you can understand my skepticism. I am only looking for the pavers to look like a brand new house pavers should look like. I can update you after the upcoming meeting, and/or after the repair. Tony did agree to the same thing we talked about in January. That was because of the continuing deterioration of the pavers, Medallion would look at 90 days after the initial repair work was done, and if any other pavers needed replaced, they would do so at that time. Thank you, **** ***** Consumer Response /* (3000, 16, 2022/07/01) */ Today 7/1/22, we had our meeting with representatives from Medallion, Manasota, and Stabile the paver manufacturer. They scheduled the meeting at 9 am. When no one showed up by 9:30 am, I contacted Tony S****** of Medallion. His response was an apology that the meeting was moved to 10 am, of course, I was not notified of this change. Medallion stuck to their revised claim of a week ago Friday's late afternoon e mail that my pavers would be replaced on a piece by piece method rather than all the pavers being replaced as the two representatives had told me in person earlier that same day. There was caution and concern on the builders part about colors matching. I agreed. Their best offer continued to be replace as needed, not a full and complete replacement. They agreed to level the areas on the lanai and driveway that aren't level. They agreed to fix the first few rows of pavers by the street that need to be raised and additional fill put in so that the pavers are even with the street for proper drainage. They agreed to unbolting the sections of my lanai pool cage where the pavers are underneath are damaged so they can be replaced. They agreed to re sodding my yard if any damage occurs (I must wait 30 days after work is done to see if grass comes back). They agreed to have my pool cleaned if debris from the work ends up in the pool. They do not believe that will be an issue since they will be doing the cutting of the pavers out front and not in the pool area. Again, if there are problems with the lawn or pool, Medallion has agreed to fix at their expense. They have also agreed to come back 90 days after the work has been completed to see if any further deterioration has taken place, and if so, replace those pavers. They are ordering 5 pallets of pavers for this job, and the time frame to get these pavers was quoted to me at 4 to 8 weeks. When the pavers are delivered, Tony S****** from Medallion and Jose from Manasota will come out and mark he pavers to be replaced. While this was not the answer I was looking for, and there continues to be disagreement between myself and the builder on what constitutes a defective paper, I am allowing them to proceed with this plan. However, I also told them that when he work is complete, the pavers should look like new pavers should look on a new home. I still have the concern of the continuing deterioration of the pavers, which has been going on since day 1. So, it will be a while before I can give you a further update. I am not looking for anything other than what the average person would expect of pavers to look like in a brand new home. Thank you for your help to this point. Consumer Response /* (3000, 25, 2022/08/23) */ Thank you for taking my call and listening to my issue. To summarize my previous complaint, the pavers on both the driveway and lanai were in poor condition the day of walkthrough on 12/14/20. It has continued to be pointed out to numerous representatives of Medallion, Stabile (maker of pavers), and Manasota (installer of pavers), over the past 20 months. The pavers have continued to get worse over time. I had a home inspection report done in 11/21, where the inspector said at minimum the pavers with blue tape should be replaced, and as a maximum, all pavers should be replaced, as these were considered defective. I could not get Medallion to listen or respond until I filed my earlier BBB complaint a few months ago. I was contacted within a couple of days of filing that complaint by Samantha ******** the executive assistant to the CEO of Medallion. Approximately 6/17/22, Stephen ******* the field warranty person from Medallion along with Jose from Manasota came to my home to mark the damaged pavers that were to be replaced. Upon arrival, I met them at the edge of my driveway. They proceeded to tell me there would be no marking of pavers; it had been decided that all of my driveway and lanai pavers were going to be replaced because the existing pavers were deemed "defective", and they would not be able to get the color to match on a repair. Of course, I was relieved, thrilled, etc., that my paver nightmare had an end in sight. Unfortunately, I was wrong. Late in that same day, I receive an e mail from Tony ******* indicating they would not be replacing my pavers, that they would be doing a repair that Tony and I had agreed to back in February 2022, almost 5 months earlier. By the way, I had heard nothing from Tony from that time in February until the e mail indicating the pavers would not be replaced. A meeting at my house occurred on 7/1/22. It was decided that 5 pallets of pavers (900 pavers), would be delivered within 4 to 8 weeks. While I was happy to get some pavers, and agreed to it (I had no other choice), I did express my concern that the pavers were continuing to deteriorate. That bought me Medallion's willingness to come back 90 days after the upcoming fix. Approximately 6 weeks later the pavers were delivered, and shortly thereafter Tony ******* from Medallion, Jose from Manasota, and a crew of workers were at my home on 8/16, to mark the pavers to be replaced, and then for the workers to do the work. I walked along with Tony and Jose as they marked the pavers. I disagreed with many of their decisions relative to not including what I considered to be a damaged/defective paver. They indicated they use an industry standard of the size of a quarter to determine whether a paver is good or bad. Many times they said "borderline", occasionally adding one to be replaced as if they were doing me some great service. While there was some supervision during the repair day of 8/16/22, I spent the majority of the day outside, trying to communicate with the workers who spoke no English. There were 5 pallets of pavers, and hard to see before they were unwrapped, but every pallet, although marked the same color, were very different shades. While taking a short break in my house, the workers started installing from the pallet of pavers that were the farthest in color from my pavers. I immediately had them stop, contacted Medallion, Jose from Manasota returned, and agreed that these pavers were the wrong color and had the crew replace those with ones that matched more closely. I have the picture of those pavers, but that issue no longer relevant because they replaced them. My problem there is with the manufacturer not having a uniform color on the same batch of pavers, and for me to have to be the one to spot the error. At the end of the day, the workers left with no one checking with me. My lanai was very dirty, as was my pool. The next morning, (8/17/22), I saw Tony ******* outside my home. I was not notified of his visit. I joined him outside, and we walked the area. He saw the condition of my lanai and driveway and said he would have someone dry vac my lanai, and pressure wash my driveway. We continued to disagree over the many pavers they didn't replace. After his visit, I sent an e mail to Samantha telling her about the visit, the plans to vac and pressure wash, along with about a half dozen pictures of pavers as examples of pavers that were not replaced, that I believed should have been. I received no response. The next day at 10:38 am, I sent an e mail to the warranty department at Medallion about the vacuuming and pressure washing. Timing was an issue, especially on the lanai, because I didn't want the rain to wash the sand, grit, etc., in my pool. I vacuumed my pool the morning after the repair. I have received no response as of yet. Unfortunately, this is a pattern with Medallion. Responses are inconsistent, sporadic, and in the case of them telling me all the pavers would be replaced, either a bold face lie, complete incompetence, or a very poor way of doing business. To summarize, I would like my lanai vacuumed, my driveway pressure washed as promised, and then when I am able to clearly see the pavers, to replace those pavers that a reasonable person would think new house pavers should look like. I would be happy to allow someone from the BBB to act as a third party, or use some other third party to determine if a new home pavers should look like this. The plan with Medallion was to return in mid November to honor the 90 day agreement. I can be flexible once I am able to clearly see all the pavers, and am asking only that the pavers that do not look like new pavers be replaced. This includes areas that are more difficult to access including the pool cage, or my previously installed curbing. It is their fault this condition exists, not mine. This whole situation has been very stressful on my wife and I. We are senior citizens, purchased our retirement home, and don't feel that this issue has been handled fairly. I will add some pictures as a representation of what I am talking about. The first picture with the red magic marker number on it is a paver they replaced. The other pictures shows pavers that were not replaced. Consumer Response /* (3000, 25, 2022/08/23) */ Thank you for taking my call and listening to my issue. To summarize my previous complaint, the pavers on both the driveway and lanai were in poor condition the day of walkthrough on 12/14/20. It has continued to be pointed out to numerous representatives of Medallion, Stabile (maker of pavers), and Manasota (installer of pavers), over the past 20 months. The pavers have continued to get worse over time. I had a home inspection report done in 11/21, where the inspector said at minimum the pavers with blue tape should be replaced, and as a maximum, all pavers should be replaced, as these were considered defective. I could not get Medallion to listen or respond until I filed my earlier BBB complaint a few months ago. I was contacted within a couple of days of filing that complaint by Samantha ******** the executive assistant to the CEO of Medallion. Approximately 6/17/22, Stephen ******* the field warranty person from Medallion along with Jose from Manasota came to my home to mark the damaged pavers that were to be replaced. Upon arrival, I met them at the edge of my driveway. They proceeded to tell me there would be no marking of pavers; it had been decided that all of my driveway and lanai pavers were going to be replaced because the existing pavers were deemed "defective", and they would not be able to get the color to match on a repair. Of course, I was relieved, thrilled, etc., that my paver nightmare had an end in sight. Unfortunately, I was wrong. Late in that same day, I receive an e mail from Tony ******* indicating they would not be replacing my pavers, that they would be doing a repair that Tony and I had agreed to back in February 2022, almost 5 months earlier. By the way, I had heard nothing from Tony from that time in February until the e mail indicating the pavers would not be replaced. A meeting at my house occurred on 7/1/22. It was decided that 5 pallets of pavers (900 pavers), would be delivered within 4 to 8 weeks. While I was happy to get some pavers, and agreed to it (I had no other choice), I did express my concern that the pavers were continuing to deteriorate. That bought me Medallion's willingness to come back 90 days after the upcoming fix. Approximately 6 weeks later the pavers were delivered, and shortly thereafter Tony ******* from Medallion, Jose from Manasota, and a crew of workers were at my home on 8/16, to mark the pavers to be replaced, and then for the workers to do the work. I walked along with Tony and Jose as they marked the pavers. I disagreed with many of their decisions relative to not including what I considered to be a damaged/defective paver. They indicated they use an industry standard of the size of a quarter to determine whether a paver is good or bad. Many times they said "borderline", occasionally adding one to be replaced as if they were doing me some great service. While there was some supervision during the repair day of 8/16/22, I spent the majority of the day outside, trying to communicate with the workers who spoke no English. There were 5 pallets of pavers, and hard to see before they were unwrapped, but every pallet, although marked the same color, were very different shades. While taking a short break in my house, the workers started installing from the pallet of pavers that were the farthest in color from my pavers. I immediately had them stop, contacted Medallion, Jose from Manasota returned, and agreed that these pavers were the wrong color and had the crew replace those with ones that matched more closely. I have the picture of those pavers, but that issue no longer relevant because they replaced them. My problem there is with the manufacturer not having a uniform color on the same batch of pavers, and for me to have to be the one to spot the error. At the end of the day, the workers left with no one checking with me. My lanai was very dirty, as was my pool. The next morning, (8/17/22), I saw Tony ******* outside my home. I was not notified of his visit. I joined him outside, and we walked the area. He saw the condition of my lanai and driveway and said he would have someone dry vac my lanai, and pressure wash my driveway. We continued to disagree over the many pavers they didn't replace. After his visit, I sent an e mail to Samantha telling her about the visit, the plans to vac and pressure wash, along with about a half dozen pictures of pavers as examples of pavers that were not replaced, that I believed should have been. I received no response. The next day at 10:38 am, I sent an e mail to the warranty department at Medallion about the vacuuming and pressure washing. Timing was an issue, especially on the lanai, because I didn't want the rain to wash the sand, grit, etc., in my pool. I vacuumed my pool the morning after the repair. I have received no response as of yet. Unfortunately, this is a pattern with Medallion. Responses are inconsistent, sporadic, and in the case of them telling me all the pavers would be replaced, either a bold face lie, complete incompetence, or a very poor way of doing business. To summarize, I would like my lanai vacuumed, my driveway pressure washed as promised, and then when I am able to clearly see the pavers, to replace those pavers that a reasonable person would think new house pavers should look like. I would be happy to allow someone from the BBB to act as a third party, or use some other third party to determine if a new home pavers should look like this. The plan with Medallion was to return in mid November to honor the 90 day agreement. I can be flexible once I am able to clearly see all the pavers, and am asking only that the pavers that do not look like new pavers be replaced. This includes areas that are more difficult to access including the pool cage, or my previously installed curbing. It is their fault this condition exists, not mine. This whole situation has been very stressful on my wife and I. We are senior citizens, purchased our retirement home, and don't feel that this issue has been handled fairly. I will add some pictures as a representation of what I am talking about. The first picture with the red magic marker number on it is a paver they replaced. The other pictures shows pavers that were not replaced.

• Initial Complaint

  Date:05/25/2022

  Type:Billing 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.

  Closed on my home in July 2020. At that time I advised that none of the water was draining off of my property or the drainage swells in front of the home creating unsightly property and health issue regarding swarms of mosquitoes. I was told this would be fixed as there should not be standing water. Medallion takes weeks and months of not responding and not showing up for scheduled appointments. I was advised by Joel F***** and Tony S****** that this would be addressed and that per Medallion they owed me enough slope to remove the water. They attempted to fix the issue in 2021 but did not. They recently brought a surveyor out who confirmed there was still no slope and the water is still just ponding. After passing me around to multiple Medallion employees apparently it was decided that they just aren't going to do anything. I would like the drainage fixed so that I have a yard and avoid health issues. This is what I purchased and have not been given. I believe the county needs to be notified as well as they are not up to code or functionality of their drainage system in the Hampton Lakes community.

  Business Response

  Date: 06/27/2022

  Business Response /* (1000, 5, 2022/06/06) */ As with most BBB complaints, much relevant information is not shared, and the result is a back-and-forth exchange of information where there is no real benefit to either party. The community where this homeowner lives is a community with 3+ acre lots, acreage lots, created on old pasture land, with no central utilities or underground stormwater system. The community does not have water and sewer, but instead has wells and septic systems for water and sewer. The stormwater system in this community is not a system that is underground, with storm inlets in the road/gutters to collect and divert water. Instead, as approved by Sarasota County, the stormwater system is a series of above ground drainage swales on both sides of the roads, with crossings and piping to connect to ponds, where water is held and released through outfalls if water levels rise too high. This homeowner's lot is 3.1 acres, and at no time were expectations set where the entire lot was going to be graded and sodded. The contract states "Graded area & St. Augustine sod up to 20,000 square feet." Last year, there absolutely was a valid concern with the side swale between this homeowner's and neighbor's lot, as water did not flow to the front drainage swale. Yes, it took a significant amount of time to fix this swale, as the last year has been incredibly challenging in the construction industry. Although it took much longer than what is normally acceptable, Medallion Home did not walk away from the responsibility to fix the side swale. The swale is fixed, slope confirmed by a surveyor, and water flows to the front swale as designed. This homeowner and the neighbor on the next lot both have built structures after the completion of their homes. A detached garage and pool were built after their closings, and a temporary access was created through the swale in this complaint. Essentially a "dam" was built through the swale for access to the pool and garage. Medallion Home has no responsibility for fixing this swale, as it was altered after both homes were closed. Furthermore, the swale in question, is the responsibility of the HOA to maintain, and will have to be maintained for the life of the community. Because the swale is made of dirt and grass, it will always have to be maintained. Lawn mowers, normal plant growth, rain, etc. will slightly impact the flow of the swale, therefore it will always have to be maintained, and that is why it is the responsibility of the HOA to maintain. Medallion Home refuses to allow accusations of health issues as a result of this swale. This community has 3-5 acre lots, with pasture and farm land surrounding the property, including cows and ponds, all sources of mosquitoes. Mosquitoes are prevalent in this area, so the accusation of health issues 125'+ from the front of the house, in a drainage swale intended for water to flow and percolate, is a gross exaggeration. There will be no further responses from Medallion Home with regards to this complaint. The swale on the right (south) side of the property was fixed, verified by a surveyor, and no further action will be taken by Medallion Home. Consumer Response /* (3000, 7, 2022/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) While some of the facts related to the property are true, most is not true at all. The surveyor did come out and confirm that there is 1" of slope per the entire 300ft which is not sufficient to move any water. He also confirmed that there are multiple low spots which allow no drainage. Medallions construction issues are not mine. I was told and promised for 2 years that this would be fixed and after wasting my time for 2 years I'm now being told it's not. The swells do not move water as they were intended to. I would like this fixed as the 100's of emails and texts state they would.

• Initial Complaint

  Date:04/25/2022

  Type:Billing 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.

  Purchased a home from Medallion in September 2020. As part of the purchase, builder provides a 12 month warranty. In advance of our 12 month warranty expiring, brought a list of numerous items to Medallion's attention via their online warranty portal. Initial, Jason B. met with us and identified each item, touch pictures, informed us he would begin setting up work orders to resolve the warranty items. 2 months late, after having to reach out several times to Medallion, Tony S., Warranty manager scheduled an appointment to again review our warranty items. This was in early November 2021. Since we met with Tony in early November NONE of our warranty items have been resolved. Items to be resolved include the following: 1. Grading issues and replace sod where lot was incorrectly graded. Medallion had the lot surveyed and would address, nothing completed. 2. Fencing removed, left 4 gapping holes in yard, have requested dirt to fill myself or have holes filled, nothing done. 3. Driveway poorly constructed, cracks when we initially closed, tried to repair, repair is failing, contractor to replace with pavers, nothing done to date. 4. A/C issues, poor balance, contractor has attempted to correct 5 times, we had the system inspected, identified repair, no action to date. 5. Ceiling drywall cracks, repaired by Medallion during warranty period, did not hold, need repaired correctly. 6. Stucco cracks at every exterior window opening, poorly repaired and painted during warranty, cracks are returning. Now contractor says, cosmetic, not a warranty item. Inconsistent treatment, no action to date.

  Customer Answer

  Date: 05/18/2022

  Medallion emailed ** only to ask about open items from our complaint which we immediately responded. They have completed NOTHING since that time. We continue to wait for their response and action.

  Business Response

  Date: 06/06/2022

  Consumer Response /* (3000, 11, 2022/05/18) */ Medallion emailed us only to ask about open items from our complaint which we immediately responded. They have completed NOTHING since that time. We continue to wait for their response and action.

  Business Response

  Date: 08/15/2023

  We have reached out to the homeowner and have addressed warrantable repairs.  Medallion Home considers this matter closed.