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:02/14/2025

  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.

  I'm requesting a full refund of $8,459 for defective flooring installed in my home and $2,000 for cleaning costs, inconvenience, stress, and health impact caused to my family. Below is a summary of the events leading to this request:June 27, 2023 Noted flooring issues during initial walkthrough. A problem report (#******) was submitted with a promise of resolution.August 19, 2023 Submitted a second report (#******) for stained and broken grout.October 22, 2023 Reported 35 chipped and cracked tiles in multiple rooms (#******).April 9, 2024 Inspection confirmed flawed tiles from the manufacturer, but no updates were provided after filing a claim.October 16, 2024 Expressed concerns about delays, health hazards, and worsening damage in an updated report (#******).December 35, 2024 Repair scheduled but poorly executed. Insufficient materials and no sectioned work caused pervasive dust throughout the ************ and Workmanship Issues My wife had an asthma flare-up, and the poorly installed tiles required further repairs.Post-Repair I had to clean the house myself and informed GL Homes and Manasota Flooring that no further repairs would be accepted.Grounds for Refund and Compensation:Defective Materials The tiles were flawed from the manufacturer, not my responsibility.Substandard Repairs Repairs were incomplete and caused more issues, including uneven tiles and pervasive *********** Hazards Dust exposure created risks, particularly for my wifes asthma.Inconvenience Additional costs, including hotel stays and cleaning, have caused significant stress.Resolution Requested:I demand a full refund of $8,459, which represents the total cost of the defective flooring. Additionally, I request $2,000 as compensation for cleaning expenses and the burden this ordeal has caused my family. This compensation will address the faulty product, failed repairs, and the associated financial and emotional burdens placed on my family.

  Business Response

  Date: 02/24/2025

  
  February 24, 2025
  
  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  ***************************
  *************************
  
  Re:       BBB Complaint ID ********
              Location: Winding Ridge Lot 207 (the Home)
              Customer: ******** **** (the Claimant)
  
  Dear *** or Madam:
  
  On February 15, 2025, the Claimant submitted BBB Complaint #******** via your website, which was subsequently forwarded to my attention for a response.Claimant and his wife purchased their Home from ************ Associates III,LLLP (herein GL Homes) on June 27, 2023.
  
  GL Homes is committed to amicably resolving the Claimants floor tile concerns.  As acknowledged in the Complaint, multiple floor tiles in the Home were replaced under warranty in December 2024.  After becoming aware that Claimant was not fully satisfied with the scope of that repair, our Area Director of Construction personally met with Claimant, reviewed several of Claimants ongoing concerns, and offered to arrange for a more comprehensive inspection along with the flooring manufacturer to determine whether any further action is necessary. 
  
  It is our position that there is a very limited number of additional tiles that potentially require replacement, however GL Homes is willing to coordinate the replacement of any additional floor tiles that do not meet our performance standards or that are otherwise found to be defective.  We have also offered to reimburse the Claimant for the reasonable costs of a full cleaning following the repairs.  Unfortunately, Claimant has declined to authorize any further work and refused to allow us or the flooring manufacturer to complete an inspection.
  
  GL Homes takes pride in going above and beyond for its customers.  However, in this case,Claimants demand for a full refund of the upgrade cost he paid for his entire floor,plus an additional $2,000 in compensation, is simply unjustified and unreasonable, particularly given the proactive steps we have taken to address this matter and our willingness to complete additional repairs which we believe will fully resolve the remaining flooring concerns. 
  
  GL Homes remains ready, willing and committed to coordinating the limited remaining repairs and to reimbursing reasonable cleaning costs following such repairs.  Should Claimant wish to proceed with the inspection and work, he may contact our ************************ to schedule a date and time. 
  
  Sincerely,
  
  ************ associates iii, lllp

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22943986
  
  I am rejecting this response because: Based on past experiences with your company and its subcontractors, I have lost confidence in your ability to perform the necessary repairs in a competent and professional manner.
  Previously, I allowed your team to address the defective flooring in my home, yet those efforts were poorly executed, leading to further damage, pervasive dust, and unnecessary stress. Despite prior assurances that repairs would be conducted in a clean and orderly manner, your contractors failed to take adequate precautions, creating a mess throughout my home and exacerbating health risks, particularly for my wife, who suffered an asthma flare-up as a direct result of the dust and debris.
  Additionally, the lack of proper supervision during previous repairs only compounded the issues, leading to uneven and crooked tile installations that necessitated even more corrections. Given these repeated failures and the undue burden placed on me to manage the aftermathincluding extensive cleaning, additional costs, and ongoing stressI will not subject myself or my family to another disruptive and unreliable repair attempt.
  As previously stated in my formal claim, I stand by my demand for a full refund of $8,459 for the defective flooring and an additional $2,000 in compensation for the cleaning costs, inconvenience, and health impacts suffered by my family.
  

  Business Response

  Date: 03/07/2025

  
  **** A. *****, Esq.
  ************* direct dial
  ************************************************************************
  
  March 7, 2025
  
  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  ***************************
  *************************
  
  Re:       BBB Complaint ID ********
              Location: ************* Lot 207 (the Home)
              Customer: ******** **** (the Claimant)
  
  Dear *** or Madam:
  
  ************ Associates III, LLLP (GL Homes) respectfully stands by its prior position and declines to pay additional compensation nor will we issue any refunds to Claimant for the original costs paid for the flooring.
  
  Although we are disappointed to hear that Claimant lacks confidence in our contractors ability to complete necessary repairs, we remain committed to coordinating a follow-up inspection, to replacing any floor tiles that do not meet the applicable standards, and to ensuring all repairs are completed in a good and workmanlike manner.  Additionally, we stand by our prior offer to reimburse Claimant reasonable cleaning costs following the completion of any repairs. 
  
  Should Claimant wish to schedule an inspection and subsequent repairs, he may contact our ************************ at his convenience.
  
  Sincerely,
  
  ************ associates iii, lllp

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 22943986
  
  Dear BBB Representative,

  I am formally rejecting GL Homes response regarding my complaint. Over the past several months, I have given GL Homes multiple opportunities to correct the defective flooring in my home, yet each attempt has resulted in further issues, substandard workmanship,and additional stress and inconvenience for my family.

  Despite my good faith efforts to allow repairs, their contractors failed to execute the work properly, leaving my home in worse condition than before. The December 2024 repair attempt was poorly managed, lacking adequate materials and proper containment measures, which resulted in a dust-filled environment that not only damaged my home but also put my familys health at risk.

  The lack of professional oversight and care in their repairs has completely eroded any confidence I once had in GL Homes' ability to resolve this matter in a competent and responsible manner.

  Given the repeated failures, I cannot accept any further repair attempts from GL Homes or its subcontractors. Their actions have demonstrated a pattern of negligence and poor craftsmanship, leaving me with no choice but to reject their offer and continue to pursue a full refund of $8,459 for the defective flooring, along with an additional $2,000 for cleaning expenses, stress, and the disruption this has caused my household.

  I request that the BBB document my continued dissatisfaction with GL Homes handling of this matter,as well as my rejection of their latest response. Their failure to provide a proper resolution reinforces my position that financial compensation is the only fair outcome.

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

  Business Response

  Date: 03/25/2025

  
  
  March 25, 2025
  
  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  ************************************************************************************************************
  
  Re:       BBB Complaint ID ********
              Location: Winding Ridge Lot 207 (the Home)
              Customer: ******** **** (the Claimant)
  
  Dear *** or Madam:
  
  ************ Associates III, LLLP acknowledges receipt of Claimants response letter dated March 17, 2025.  Our position remains unchanged and we respectfully stand by the offer made in our prior replies dated February 24 and March 7, 2025. 
  
  Sincerely,
  
  ************ associates iii, lllp

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 22943986
  
  I am writing to reaffirm my rejection of GL Homes repeated offer, as stated in their March 25, 2025 response. Despite multiple opportunities to correct the defective flooring, their repair efforts have been poorly executed, resulting in further damage, significant dust contamination, and serious health impacts to my familyespecially my wife, who suffered an asthma flare-up. These failures have destroyed my trust in their workmanship and judgment, and I will not subject my family to additional disruption or risk. I continue to stand by my demand for a full refund of $8,459 and $2,000 in compensation for cleaning costs, inconvenience, and health-related impacts. Additionally, I have attached hotel receipts to substantiate the costs incurred during our evacuation from the home due to the hazardous conditions caused by the repairs.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:01/29/2025

  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.

  Recent storm showed water leak interior and exterior in house and garages. My house along with other homes built by ** were denied repair and others were *********** indicated some houses should have not been repaired. When we first file compliant they came out inspected and indicated repairs denied due to storm and lack of maintenance. Home bought six years ago. Upon further purse GL indicated we were out of warranty(so why the inspection- they did not answer). We were further told the reason for denial they were waiting for main office to determine whether my home should be repaired. Irvine who was rude told me he is in management and stated you are out of warranty and hung up on me. Also, he stated i did not do home maintenance. The home was only six years old and he indicated home maintenace should be done every year. All pictures of damage not provided due to lack of space in your site. Looking for repair 0nly. Please note there was a previous water leak repair three years ago when the home was just two years and we were told at that time that the whole community of the Ridge has a systemic problem with water leaks which the builder knew but did not address- --this same spots they repaired three years ago showed water leaks again in recent storm so the repair was deficient. ***** says too late out of warranty.

  Business Response

  Date: 02/07/2025

  February 7, 2025
  
  BBB Serving Southeast Florida and the Caribbean                                                                                                                                                                                                                                                                                                                                                                                                                                
  Attn: Complaint Department
  ***************************
  *************************
  
  Re:      BBB Complaint Case Number ********
              Location:The Ridge at Wiregrass Lot 360 (the Home)                                          
              Consumer: ***** ***** (the Claimant)
  
  
  Dear *** or Madam:
  
  On January 29, 2025, the Claimant submitted BBB Complaint # ******** via your website, which was subsequently forwarded to my attention for a response. Claimant purchased his Home from **************************************** (herein GL Homes) on July 16, 2018.
  
  Based on the age of Claimants Home, there are no further warranties applicable for the leak Claimant references in his Complaint.  Although all applicable warranties had long since expired, after receiving Claimants warranty claim, GL Homes Construction Director completed a courtesy inspection at the Home.  Our investigation revealed water staining which was caused or worsened by a lack of proper homeowner maintenance, particularly in relation to window joints and minor stucco cracking.  Periodic caulking and painting maintenance is essential for protecting the Home from water intrusion and weathering, and we suggest Claimant or his contractors complete regular inspections of the Home to check for breakdowns in caulked and painted areas, which are the Claimants responsibility.
  
  Following our investigation, our Construction Director explained his findings and informed the Claimant that we would not undertake any further repairs.  While GL Homes understands Claimant may not be satisfied with this response, our decision to deny the repairs was made in accordance with our warranty guidelines and following a thorough consultation with our construction and warranty staff. Based on our review and the facts provided, no further action is warranted at this time.
  
  Sincerely,
  
  ************ Associates II, LLLP
  

• Initial Complaint

  Date:01/23/2025

  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.

  Warranty claim was submitted regarding bathroom sinks not installed per manufacture's guidelines. ********************************************** building code the builder should follow manufacture's guidelines. ** Homes provided me with an explanation as to why they don't. This explanation included the fact they received a two year warranty from the installer. When I asked for a copy of this warranty I was declined with no explanation whatsoever. I am requesting this warranty in case there is an issue within this two year period since the ** warranty only covers one year. If there is in no warranty then I am requesting ** follow the manufacturer's guidelines per ****************************************** Building Inspector.

  Business Response

  Date: 01/29/2025

  January 29, 2025
  
  BBB Serving Southeast Florida and the Caribbean                                                                                                                                                                                                                                                                                                                                                                                                                                
  Attn: Complaint Department
  ***************************
  *************************
  
  Re:      BBB Complaint Case Number ********
  Location: ****************, Lot 546 (the Home)
  Consumer: ******* ******* (the Claimant)
  
  Dear *** or Madam:
  
  On January 23, 2025, the Claimant submitted BBB Complaint # ******** via your website, which was subsequently forwarded to my attention for a response. Claimant purchased his Home from *********************************************** (herein GL Homes) on February 5, 2024.
  
  GL Homes review of this matter confirmed the installation of the sinks in question adheres to the recommendations provided by the sink manufacturer. The sink manufacturers guidelines dictate that when installing the sinks into quartz which is the bathroom countertop material selected for the Home the countertop manufacturer instructions dictate the appropriate fastening method,which is what GL Homes contractor followed.  
  
  As for the Claimants inquiry into a two-year warranty from the "installer," we would like to clarify that the sole applicable warranty from GL Homes is the **************** ***************** Warranty).  ************ Warranty covers the sink for a period of one year from the date Claimant closed on the purchase of his Home, subject to the Warrantys terms and conditions.  To the extent the sink manufacturer offers any additional warranties, the Claimant is encouraged to contact the manufacturer directly. 
  
  At this time, we understand Claimant has not reported any defects, deficiencies, or other issues with the sink that require further response.  Should an issue arise, we encourage Claimant to submit a warranty claim in accordance with the designated claim submission procedures, and we will review the issue in normal course. 
  
  Sincerely,
  
  ************************************** IV, LLLP

• Initial Complaint

  Date:01/05/2025

  Type:Product 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.

  1- We closed Dec. ******* and moved into Lot 372 (**************************************************************. Garage doors originally White were painted ****** The White color is seeping through and showing through the ***** paint. 2- Also rear and around home the Grass Sod was placed over unlevel bumpy land and therefore difficult to walk on.

  Business Response

  Date: 01/16/2025

  January 16, 2025
  
  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  ************************************************************************************************************
  
  Re:      BBB Complaint Case Number ********
  Valencia Grand Lot 372 (the Home)
  ***** ********* (the Claimant)
  
  Dear *** or Madam:
  
  On January 6, 2025, Claimant submitted BBB Complaint #******** via your website, which was forwarded to my attention for review and response. The Claimant and his wife purchased their Home from ************* Associates 30,LLLP (** Homes) on December 13, 2024.
  
  Upon learning of the Claimants concerns, ** Homes Warranty Superintendent promptly met with the Claimant at the Home to review the issues raised in his Complaint.  Shortly thereafter, repairs to the Homes garage door bracket and bolt were completed, minor leveling of several areas of sod are in the progress to completion, and the garage door is scheduled for repainting on January 22, 2025.
  
  Our Warranty Superintendent also explained the process for submitting future service requests through the ** Homes warranty system, ensuring that any subsequent concerns are addressed promptly and efficiently.
  
  We understand that the Claimant is satisfied with ** Homes' response,and we are pleased that we have successfully resolved the issues to their satisfaction.
  
  Sincerely,
  
  ************* ASSOCIATES 30, LLLP

• Initial Complaint

  Date:01/03/2025

  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.

  Major toxic mold in the home had to move out. The ac unit was not properly installed by GL homes. Whole upstairs walls and ceiling mostly all came out. The ac unit leaked since day 1 of build. Leaked in the ceiling and all down the walls. Made my family sick, feel anxious, disoriented bodyaches, couldnt sleep, coughing, asthma.

  Business Response

  Date: 01/13/2025

  January 13, 2025
  
  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  ****************************************************************************************************************
  
  Re:      BBB Complaint Case Number ********
  Boca Bridges Lot 162 (the Home)
  ********* ****** (the Claimant)
  Original Developer/Seller: Boca Raton Associates VII, LLLP (GL Homes)
  
  Dear *** or Madam:
  
  On January 6, 2025, Claimant submitted BBB Complaint #******** via your website, which was forwarded to my attention for review and response. GL Homes takes all concerns regarding our homes seriously and we were previously made aware of Claimants concerns through other channels.  In this case, we disagree with the Claimants assertion that the **** system was improperly installed during the original construction of the Home.  The **** system passed all required building inspections and was installed in accordance with the approved plans.
  
  It is important to note that the Claimant is the second owner of the Home.  The Homes original owners purchased the Home from GL Homes in June 2022, and subsequently sold the Home to Claimant and her husband more than two years later in June 2024.  The original owners performed substantial post-closing modifications to the Home with their own contractors, including but not limited to, installing wallpaper on ceilings and walls, installing new ceiling light fixtures and speakers, and removing and reinstalling AC supplies.  The extensive alterations and modifications completed after closing, coupled with other factors not attributed to GL Homes or its contractors, is believed to have caused or significantly contributed to the concerns raised in Claimants Complaint.  
  
  Although we dispute that this this matter is related to the original construction of the Home, we understand the Claimants frustrations and are working to further evaluate her concerns. We remain in contact with Claimants counsel, and upon completing our evaluation, GL Homes will respond to Claimant through the appropriate legal channels. 
  
  Sincerely,
  
  BOCA RATON ASSOCIATES VII, LLLP
  

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22763120
  
  I am rejecting this response because:

  Subject: Formal Response to Construction Defects and Mold Issues in [Property Address]
  
  
  Dear [GL Homes Representative or Relevant Party],
  
  
  I am writing to formally address the extensive damage and severe mold issues discovered in our home at ***********************************************************************. As the attached engineering report from ******** and additional evidence demonstrate, the root cause of these damages is directly linked to construction and installation defects by GL Homes during the original build. These defects have caused catastrophic mold damage, significant financial loss, and serious health risks for my family.
  
  
  Summary of Findings from the Engineering Report
  
  
  The investigation conducted by Synergyn on August 28, 2024, identifies critical construction flaws:
  1. Improper Duct Sealing: Ductwork connections were improperly sealed, causing conditioned air to escape into the unconditioned attic space. This led to condensation, moisture buildup, and the development of mold.
  2. Thermal Transfer Issues: Poor installation practices caused significant thermal transfer at vents, accelerating water damage and mold growth.
  3. Consistent Damage Patterns: The report documented uniform and predictable damage around vents and ducts, confirming systemic installation failures during construction.
  4. Health Risks: The resulting mold growth presents a severe health hazard to occupants, especially children.
  
  
  Additional Evidence of Builder Negligence
  Blood Tests Confirming Mold Exposure: Medical reports show mold in our bloodstreams, with exposure occurring just weeks after moving into the home. This demonstrates the significant and immediate health risks caused by construction defects.
  Videos of Hidden Damage: Video evidence highlights catastrophic mold and water damage hidden within the walls. The damage was caused by years of water dripping from improperly sealed air conditioning ducts, starting at the time of the homes construction.
  Neighboring Homes Affected: At least 11 other homes in the community have experienced similar, though less severe, HVAC-related issues, demonstrating a systemic flaw in GL Homes construction processes.
  Active HOA Lawsuit: Our HOA is pursuing legal claims against GL Homes for widespread construction and design defects, further validating our claims.
  
  
  Financial and ************************************** and emotional toll on our family has been devastating:
  1. We have spent over $500,000 on mitigation, demolition, and repairs, including the complete reconstruction of the second floor.
  2. The mold exposure has caused health issues, especially for our child, and forced us to vacate the property for months.
  3. Our insurance provider denied coverage, citing the damage as a pre-existing condition resulting from construction defects.
  
  
  Builder Responsibility
  
  
  The evidence overwhelmingly demonstrates that these issues stem from the original construction and installation practices by GL Homes. As the builder, you bear the responsibility to ensure that your homes meet required standards of safety, quality, and durability. The documented defects in our home represent a clear failure of those standards.
  
  
  What We Are Seeking
  
  
  We respectfully request that GL Homes take full responsibility for the damages caused by these defects. Specifically, we are seeking:
  1. Reimbursement for the full cost of remediation, repair, and temporary relocation expenses, totaling approximately $500,000.
  2. Compensation for the emotional and health-related impacts on our family.
  3. A commitment to review and address similar issues in other affected homes in the community.
  
  
  Next Steps
  
  
  We have attached the following documentation for your review:
  The full engineering report from Synergyn.
  Videos showing hidden mold and water damage.
  Blood test results confirming mold exposure.
  Photographs and assessments from contractors detailing the extent of the damage.
  
  
  If GL Homes does not respond promptly and appropriately, we will have no choice but to escalate this matter through legal channels. Our legal team is prepared to pursue claims for negligence, breach of contract, and damages resulting from your failure to construct a safe and habitable home.
  
  
  We request your response within 14 days to confirm receipt of this letter and outline how GL Homes intends to resolve this issue.
  
  Sincerely,
  
  ********* ******

  Customer Answer

  Date: 01/18/2025

  pictures

  Customer Answer

  Date: 01/18/2025

  our blood test showing mold

  Business Response

  Date: 01/30/2025

  **** A. *****,Esq.
  ************** direct dial
  ************************************************************************
  
  January 30, 2025
  
  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  *****************************
  *************************
  
  Re:      BBB Complaint Case Number 22763120
  ************ Lot 162 (the Home)
  ********* ****** (the Claimant)
  Original Developer/Seller: Boca Raton Associates VII, LLLP (GL Homes)
  
  Dear *** or Madam:
  
  Based on our review of Claimants reply, no additional action is required from GL Homes and our position remains unchanged.  Although Claimants response is ambiguous, we suggest that any medical concerns be addressed with the appropriate healthcare providers. 
  
  Sincerely,
  
  BOCA RATON ASSOCIATES VII, LLLP

• Initial Complaint

  Date:12/25/2024

  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.

  Flooring claim was filed with previous home owner as part of our sale contract highlighting degradation of hardwood flooring and hardwood transition pieces of the hardwood floors. This was in May and within warranty but nothing was replaced by GL Homes. Upon move in, we filed a complaint again showing where the issues continued to worsen and happen in a broader instance. Floor boards are wearing directly through to the underpayment from normal foot traffic. Transition pieces are peeling away and cracking. There are bubbles in the flooring from something happening on the slab directly below. After 2 months of no response, I reached out to the contractor who installed this myself and they sent an employee out to look at the floor. The employee stated the flooring was not right and there was a much broader problem at play. They would contact GL Homes and the hardwood manufacturer directly. I notified GL Homes of this immediately following. We are now 7 months in and GL Homes is not responding to me. In 7 months since the original claim, GL Homes has only asked me what I use to clean the floor. At which I responded expeditiously that it was the manufactures recommended product. Since then I have not received a communication back in almost a month.I have not been provided information to support concrete slab testing before installation, product acclimation, glue used within specified needs of directions, or humidity levels when installation was completed. All mandatory things within the directions, same as the product needed to be used following the installation. It is my perception they are avoiding communication and will not follow through on their warranty and flawed product they used to put into the floors of the home that is bad and is falling apart within the first 12 months of installation.

  Business Response

  Date: 01/03/2025

  Please see attached response.

  Business Response

  Date: 01/03/2025

  **** A. *****, Esq.
  ************** direct dial
  ************************************************************************

  January 3, 2025

  
  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  ***************************
  *************************

  
  Re: BBB Complaint Case Number ********
  Location: *****, Lot 82 (the Home)
  Consumer: ***** A. ******* (the Claimant)
  Original Seller/Developer: *************** Associates IV, LLLP (GL Homes)

  
  Dear *** or Madam:

  
  On December 25, 2024, the Claimant submitted BBB Complaint # ******** via your website,
  which was subsequently forwarded to my attention for a response. Claimant and his wife did
  not purchase the Home from GL Homes. Rather, they are the second owners having
  purchased the Home from GL Homes original buyers on May 25, 2024. GL Homes originally
  sold the Home on May 3, 2023, more than a year prior to Claimants closing.

  
  GL Homes initially provided a one-year warranty on the Homes flooring, which expired prior to
  the Claimants purchase of the Home from the original owners. While the warranty remained in
  effect with the original owners, GL Homes flooring contractor conducted limited warranty repairs
  to replace wood transition strips. These repairs were accepted and signed off on by the original
  owners. At the time the Home was sold to Claimant, there were no pending warranty claims nor
  warranty tickets pertaining to the Homes wood flooring.

  
  Although GL Homes does not have any contractual or warranty obligations to Claimant
  regarding the flooring, we pride ourselves on responsiveness and value the satisfaction of all
  owners of our homes, and thus took additional steps to address Claimants concerns. In
  September 2024, GL Homes inspected the Homes flooring and found no installation defects or
  deficiencies with the flooring. While concerns were raised about possible damages caused by
  cleaning products previously used on the floor, to further investigate, GL Homes flooring
  contractor requested that the wood flooring manufacturer assess the floors to determine if there
  are defects or deficiencies in the material itself that warrant repairs. GL Homes and its flooring
  contractor have kept Claimant informed regarding the status of this matter, having
  communicated with Claimant on multiple occasions throughout this process, including as
  recently as December 31, 2024.

  
  The flooring manufacturers in-person inspection is expected to occur before the end of this
  month. Once the inspection is completed, GL Homes and/or its contractor will communicate a
  further update directly to Claimant.

  
  Sincerely,
  *************** ASSOCIATES IV, LLLP
  By: **** *****
  (Electronically signed)
  **** *****, Assistant General Counsel

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22729946
  
  I am rejecting this response because these are not completely truthful claims.  This was a known issue within the contract period and when we transferred the warranty to ourselves, we were instructed all open claims would be automatically closed and we would need to re-open them in our names.  This was a GL Homes policy and procedure, not our request.  We did as GL Homes instructed and immediately opened up a number of claims within the process advised by GL Homes to represent what had been submitted but not fixed, plus additional issues within electrical warranty, immediately following.

  Yes, we did purchase the home from the original buyer but the contract with the original buyer had specific requirements for claims to be submitted and fixed and warranties provided by GL Homes are transferrable.  Those claims were not fixed in their entirety by GL Homes prior to us taking ownership.  Issues with the floor were clearly called out prior to the sale and GL Homes was made aware of abnormal wear of the floor within the 1-year warranty period on 4/30/2024.  I have attached pictures of the warranty claims, provided by the original owner, submitted within the 1-year warranty and in my original email sent pictures of the areas which are referenced in that warranty claim showing they were not fixed plus additional areas as the issues have continued to get worse.  These documents prove that GL Homes did not replace transition strips, bullnose stair boards, or flooring boards referenced in the warranty claim dated 4/30/2024. This shows a known issue with the flooring within the warranty period referenced by GL Homes Assistant General Counsel.  

  GL Homes did not take any extra steps to address the flooring of my home in September of 2024.  Several emails to ******* **********, employee of GL Homes, went unanswered.  I personally reached out to ***** Carpet & Tile, the company who provided the services for GL Homes to install our floor.  ***** Carpet & Tile and myself working together is what resulted in an employee of Jasons Carpet & Tile sending one of their employees to my home to see the issues and make repairs in September.  It was not GL Homes who did this out of their desire to pride themselves in responsiveness and satisfaction as mentioned by GL Homes Assistant General Counsel's response.  I have the ability to prove this as well given direct communications made with ***** Carpet & Tile and myself directly.

  ***** Carpet & Tile sent an employee to assess damage and make repairs with remaining flooring we had from the original install.  After seeing the flooring we were told we did not have enough extra flooring, which was about (1) box, to repair the issues and no transition pieces as every transition piece in the home showed issues upon their inspection.  We were also told that the wear happening on the floor was worse than expected and not considered to be "normal wear and tear".  There was clearly a broader issue with the flooring as communicated to us by the employee of Jasons Carpet & Tile.  I worked directly with ***** Carpet & Tile and was told they would submit a claim with Mohawk.  During this visit and follow up conversations, I was never instructed that it was determined I was using incorrect cleaning products with the flooring.  I was asked what floor cleaning products I was using on 11/26/2024, and responded with what we used on 12/3/2024.  All interations happening post the September date the Assistant General Counsel of GLHomes references in their communication.  The statement made by GL Homes Assistant General Counsel, that we were instructed the issues were due to incorrect cleaning products being used,  is not accurate with the information we have documentation of.  There is no proof supplied to us from GL Homes that we were notified and there was a determination of cleaning products being the cause for the problem post my documented email of what is being used on 12/3/2024.  After further review of the cleaning instructions on 1/16/2025, the date of this communication, we are using exactly what is recommended by the instructions provided by Mohawk Flooring for our specific product.

  I have email and video documentation that proves that a GL Homes employee was not in my home for an inspection in September.  Only after an email from me on October 31st, did GL Homes say they would need to bring an inspector to my home and a GL Homes Superintendent would be present when that happens.  This brings question about the statements made by GL Homes Assistant General Counsel again as there is a month between what he references and what I have documentation to prove.  To the date of this communication, 1/16/2024, I still have no committed date for a Inspector or GL Homes to enter my home for inspection.

  I am requesting GL Homes replace my hardwood floor as this was a known issue with the previous owner and was a known issue during the 1-year contract period GL Homes Assistant General Counsel references in their communication.  No fix was provided by GL Homes in the warranty period or post warranty period.  I have reason to believe that GL Homes is using tactics to intimidate, distract, and avoid fixing known issues with the product provided within their supplied warranty period ending May 3, 2024 as referenced by their Assistant General Counsel.  It could be perceived as a breach of warranty.  This would not be the first time GL Homes has created questionable warranty practices, in our experience, with this home.  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/27/2025

  January 27, 2025
  
  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  ************************************************************************************************************
  
  Re:      BBB Complaint Case Number 22729946
  Location:*****, Lot 82 (the Home)
  Consumer:***** A. ******* (the Claimant)
  Original Seller/Developer: ********************************** IV, LLLP (GL Homes)
  
  Dear *** or Madam:
  
  GL Homes disagrees with Claimants characterizations of our initial response and offers the following additional context and clarification to address several points raised in Claimants reply.
  
  First, no conclusive determination has been made regarding cleaning products causing damages to the Homes flooring.  Rather, our prior response simply noted that concerns were raised about possible damages caused by cleaning products previously used on the floor, which requires further investigation by the flooring manufacturer.  GL Homes position has not changed and an inspection with the manufacturer has been scheduled for January 29, 2025 to further evaluate Claimants concerns. 
  
  With respect to the flooring history during the original warranty period, we acknowledge the original owners submitted a service request (Ticket #******) on April 30, 2024.  That request related to a limited issue with flooring on the staircase.  Stairwell planks in the Home were replaced on May 8, 2024 (before Claimant closed on the purchase of his Home) and the repair was finalized, with the ticket closed to the original owners satisfaction on May 9, 2024.  No additional warranty tickets pertaining to flooring were submitted to GL Homes until Claimant submitted a service request on August 23, 2024. 
  
  As we previously stated, upon receiving Claimants August 23rd service ticket, we initiated an investigation which included an in-person inspection by our Home Warranty Superintendent, ******* **********, on September 3, 2024.  Claimants suggestion that his contract with the original homeowners required GL Homes to resolve Claimants flooring concerns misunderstands GL Homes legal and warranty obligations.  Our obligations are governed by the terms of the **************** Warranty, which require us to evaluate concerns and address covered items that do not conform to our performance standards while the applicable warranty period remains in effect. 
  
  Finally, we strongly dispute that GL Homes has employed tactics to intimidate or otherwise avoid addressing this claim.  Throughout this matter, we have consistently adhered to the proper protocols and our Home Warranty procedures by investigating Claimants flooring concerns, along with coordinating with the flooring contractor and manufacturer to schedule an inspection to determine whether there are material deficiencies that warrant repair. 
  
  We trust the foregoing clarifies our prior response.  We will provide an update directly to Claimant once findings from the upcoming January 29th flooring inspection are available.
  
  Sincerely,
  
  *************** Associates IV, LLLP

• Initial Complaint

  Date:12/18/2024

  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.

  Low water flow in master bath It starts out ok sometime and then the second ****** gets in to take a shower and there is like no to little water coming out of the shower head . Its like some one is cutting the water off or turning a valve to limit the amount of water . This has also happened in the other bathroom on the same side of the house. This has been on going from day one and now GL Homes says its out of warranty . I need some help to get GL Homes to fix it . I showed the plumber that was here on another issue they just said thats a head scratcher and a good one . I have built & furnished this beautiful home and cannot enjoy it or even take a decent shower

  Business Response

  Date: 12/27/2024

  
  December 27, 2024
  
  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  *****************************
  ***************************
  
  Re:      BBB Complaint Case Number ********
              Location: ******** Trails, Lot 549 (the Home)
              Consumer: *** ******** (the Claimant)
  
  Dear *** or Madam:
  
  On December 18, 2024, the Claimant submitted BBB Complaint # ******** via your website, which was subsequently forwarded to my attention for a response. Claimant and his wife purchased their Home from ****** Associates IV, LLLP (GL Homes)on July 12, 2023.
  
  Upon becoming aware of Claimants concerns, GL Homes Warranty Manager promptly met the Claimant at the Home to review this matter. Our investigation confirmed that all faucets and shower heads at issue in the Home were operating as designed, and there were no material or installation defects with the Homes plumbing system, shower heads, or faucets.  
  
  Our Warranty Manager further explained to Claimant that the County is solely responsible for supplying potable water to the Home, and both water quality and pressure are outside the control of GL Homes.  Notwithstanding, as a courtesy, GL Homes plumbing contractor replaced a pressure relief valve in the Home which had accumulated some normal and expected sediment from the water supply. 
  
  We understand Claimant is satisfied with GL Homes response, and we are pleased to have satisfactorily addressed Claimants concerns.
  
  Sincerely,
  
  ****** Associates IV, LLLP

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22704338
  
  I am rejecting this response because:
  We are not for certain that the water pressure issue is fixed . Time will tell we hope that it is but we have to give it some time to make sure it doesnt happen again 

  If problem is solved will be glad to accept that it has been fixed 

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

  Business Response

  Date: 01/17/2025

  January 17, 2025
  
  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  *****************************
  ***************************
  
  Re:      BBB Complaint Case Number 22704338
              Location: ******** Trails, Lot 549 (the Home)
              Consumer: *** ******** (the Claimant)
              Seller:****** Associates IV, LLLP (GL Homes)
  
  Dear *** or Madam:
  
  Based on our review of Mr. ******** reply,no additional action is required from GL Homes at this time.  To the extent Mr. ******** has a future concern with his plumbing system, we encourage him to submit a Home Warranty claim which our staff will review and investigate in normal course.
  
  Sincerely,
  
  ****** Associates IV, LLLP
  
  By: **** Rubin                                               
        (Electronically signed)
        **** *****, Assistant General Counsel

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22704338
  
  I am rejecting this response because:
  It was happened again last week no pressure low flow when ****** takes second shower. Today it happened again real low flow out of shower head when my wife or second ****** took a shower.

  its getting worse for a few weeks it seemed ok now again it happening something is wrong we need desperately to find what it is and correct the problem

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

  Business Response

  Date: 01/23/2025

  January 23, 2025
  
  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  *****************************
  ***************************
  
  Re:      BBB Complaint Case Number 22704338
              Location: ******** Trails, Lot 549 (the Home)
              Consumer: *** ******** (the Claimant)
              Seller:****** Associates IV, LLLP (GL Homes)
  
  Dear *** or Madam:
  
  We understand Claimants concerns regarding the water pressure at the Home.  As we have previously explained,************** is responsible for supplying potable water to the Home,including the quality and pressure of that water. These matters are outside the control of GL Homes. To the extent Claimant experiences a future concern related to the Homes plumbing system, he may submit a Home Warranty claim through the proper channels which our team will investigate in normal course. 
  
  We have properly investigated this matter and no further action will be taken at this time.
  
  Sincerely,
  
  ****** Associates IV, LLLP

• Initial Complaint

  Date:08/06/2024

  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.

  Home purchased new at ****************************************** ********************** (Lot 450).Closed on Feb 26, 2024.Issue:Walk-thru on 19 February 2024 revealed poor-quality Pristine wood floor installation.Issues are: 1. Overall poor quality, lack of quality wood grain with a smearing or muddy pattern to the wood rather than a crisp grain shown.2. Individual planks with even more overt damage/defects; gouges, poorly-filled gouges, puddles of gray paint found in circular pattern inconsistent with the appearance of wood.3. Dozens of the sections display small (1/2 - 3/4) round dots scattered throughout the length of the sections. Very visible.These defects appear to be factory irregularities, poor quality control and an inferior product, not approaching a tier 4 level of quality.4. A walk-thru of a GL Homes model with an older Pristine flooring shows significant aging of the product, with bleeding from seams and other discolorations which are even more obvious due to lighter color of product.5. We learned that **** Flooring has discontinued the Pristine option altogether.We feel that a high-end home of GL Homes quality should be represented by a top grade flooring product; we selected Grade Four, the top grade offered in this line. REMEDIATION:1. Project Manager at walk-thru tape-marked the worst flooring sections.2. We informed GL Homes Options Coordinator, in person, of our dissatisfaction.3. GL Homes Options Coordinator indicated via email that the ** met with GL Homes head of construction and the head of the flooring company wherein they did find a few pieces that they believe need to be replaced and will be working on that next week.Our position is that this product is not top-of-the-line, is riddled with manufacturing defects and has a negative effect on the quality of our home, was not installed with care and, going forward, has already been discontinued by **** Flooring. There is much more to relate regarding the above matter.

  Customer Answer

  Date: 08/09/2024

  This is a transcription of an inspection at the behest of G.L. Homes. The inspector indicated that he was independent and completely neutral regarding the floor issues:

  "To:  Heritage Carpet and TileInspection Date:July 16, 2024
  Requested by:*****************************
  Date Requested:May 24, 2024
  Report Date:July 18, 2024
  ----------------------------------------------------------------------------------------------------------------
  Customer:
  ***************************** 450 Eval wood flooring
  12073 ************
  ******, *******; 34120
  **************
  
  
  Product:  Product is a 5 pre-finished engineered, hand-scraped, distressed, wire-brushed oak plank installed continuously in the foyer, living room, dining room, kitchen, ***** den, bedroom, master bedroom, ***** and laundry room in this newly constructed single family home.  
  
  
  Complaint:  Customer complained of ***** spots, white spots, and stripes.  
  
  
  History:  According to *** and ***************** who were present during inspection but were not present prior to or during installation:
  Product was installed before the customers moved in in February of 2024.
  The concerns were noticed immediately upon their moving in.
  The home has been occupied for only a total of about 4 weeks.
  It is unknown if the product was acclimated on-site prior to its installation.
  It is unknown if the **** was operational before, during, or after installation.
  It is unknown if the subfloor was leveled or if moisture tests were taken.
  Product is glued directly to the concrete slab on-grade with an unknown adhesive.
  There are 2 adults in the household.
  Customer cleans the floor with a dry Swiffer only.  
  
  
  Inspection Findings:  Inspection revealed noticeable white spots and ***** spots occurring randomly in the wood flooring throughout the installation.  These spots can be seen from a standing position in normal lighting.  The white spots are roughly 3/8 to 5/8 in diameter and appear randomly on the planks.  None of these spots extend plank to plank or cross joints.  Close inspection showed they are in the stain and are underneath the finish..  Close inspection of the ***** spots showed they consist of areas where no white stain or paint has been applied, and these also occur underneath the factory finish.  Some of these spots appear as stripes across the widths of the planks, but some do not.  
  Page 1 of 2
  
  
  
  
  
  Inspection ReportWilliam ******
  Page 2wood floor inspection 
  
  
  
  
  Inspection Findings (continued):  A moisture test with a Lignomat SDM meter showed readings of 6.6% to 8.6% throughout.  
  
  
  Close inspection showed adequate expansion space throughout.
  The floor temperature at the time of inspection was 77.0 degrees as measured with an infrared thermometer.  
  Close inspection of the flatness of the floor with a 6 straight edge showed it is sufficiently flat to within 1/8 in 6.
  Temperature at the time of inspection was 77 degrees with relative humidity of 50%.  
  
  
  Inspection outside showed gutters and downspouts are in place to direct water away from the house.  The grading slopes away from the house in the front and is flat on both side.  There is a patio in the back.  Sprinklers are in place outside.  
  
  
  
  
  Conclusion:  The spots and stripes exhibited here are part of the pattern of this product and are characteristic of it.  For this reason, no manufacturing related concern is indicated.
  
  
  
  
  ***********************
  The Floor Detective
  FCITS 979
  NWFA CP234010
  
  Page 2 of 2 "

   

  The inspector's conclusion was the following one-line statement:

  "Conclusion:  The spots and stripes exhibited here are part of the pattern of this product and are characteristic of it.  For this reason, no manufacturing related concern is indicated."

  Awe cannot assimilate the above statement when even the **** Flooring representative had identified ~30 planks that he would replace. The "Pristine *****" sample (provided as photo #1 in my original complaint) appears uniformly flawless; to then identify spots and stripes as "part of the pattern of this product" is to (apparently) excuse all manner of product irregularity, irregular paint application and the like. 

  Given the above conclusion, virtually any variant of the original product offered would be permissible.

  Thank you.

   

  *************************************/p>

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  *****************************
  ***************************
  
  Re:      BBB Complaint Case Number ********
  Valencia Trails Lot 450 (the Home)
  ********************************** (the Claimant)
  
  Dear *** or Madam:
  
  On August 6, 2024, Claimant submitted BBB Complaint #******** via your website, which was subsequently forwarded to my attention for a response. Claimant purchased his Home from ********************************** (herein GL Homes) on February 26, 2024.
  
  Prior to receiving Claimants Complaint, GL Homes Construction Director met Claimant at his Home to investigate his flooring concerns. Our investigation confirmed the correct flooring selection was installed at the Home, however ******** maintained his dissatisfaction with the flooring, so GL Homes arranged for both the flooring manufacturer and an independent certified flooring inspector to review Claimants complaints.  Both inspections confirmed there were no defects in the installation of the flooring,however the flooring manufacturer found a limited number of visual manufacturing issues that affected approximately 30 planks. The remainder of Claimants concerns,including his aesthetic dissatisfaction with ***** spots, white spots, and stripes, were found to be an expected inherent characteristic of the flooring and not a defect or deficiency. 
  
  GL Homes shared the flooring manufacturers and independent flooring inspectors written findings with the Claimant, and we offered to arrange for the replacement of 30 flooring planks at no charge. Unfortunately, ******** has declined our offer and continues to demand that GL Homes replace his entire floor. 
  
  Although GL Homes strives to satisfy its customers, Claimants contention that his flooring is riddled with manufacturing defects is inaccurate, and his request that we replace his entire floor when the issues are limited to a small number of floor boards is unreasonable and unwarranted. As confirmed by multiple inspections, Claimants concerns with the shading, coloring, and pattern of the flooring are not defects, rather they are characteristics of the flooring Claimant selected.
  GL Homes remains willing to replace up to 30 floor boards and is otherwise committed to honoring its contractual and warranty obligations. If Claimant would like to schedule the offered replacement of 30 floor boards, he may contact GL HomesHome ******************* at his convenience.
  
  Sincerely,
  
  ****** ASSOCIATES IV, LLLP
  
  By: *******************;                                              
        (Electronically signed)
        *******************, Assistant General Counsel
  
  

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22102805
  
  I am rejecting this response because:

  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  ***************************
  *************************
  
  
  Re: My BBB Complaint Case Number 22102805
  
  
  Dear *** or Madam,
  
  
  I am in receipt of G.L. Homes of Floridas formal response to my complaint, the former written by *******************, Assistant General Counsel for Naples Associates IV, LLLP, kindly forwarded to me by your Staff.
  
  
  My Complaint never alleged that there were any defects in the installation of the flooring; my concern was solely in regard to the multitude of visual abberrations of stray marks, spots, gouges, uneven/poorly applied/ pooled pigment, wildly disparate grain patterns randomly juxtaposed throughout the flooring and border strips that are yellow in appearance, seemingly mismatched to the main flooring material. 
  
  
  I reject entirely the statement (by the inspector, and repeated by **************) that the brown spots, white spots, and stripes, were found to be an expected inherent characteristic of the flooring and not a defect or deficiency.
  
  
  The selected product, labeled Pristine ***** by **** Flooring, is pictured/advertised as a beautiful, uniform wood product with a tight granular pattern. We selectedand paid a premium fora Grade Four quality. We cannot even access Pristine ***** on the **** Flooring website because the product has been discontinued by the manufacturer, for reasons undetermined.
  
  
  [Photos of the original **** Flooring website offering of Pristine ***** were furnished to the BBB in my Complaint].
  
  
  I feel that the offer to replace 30 flooring planks is unsatisfactory for several reasons:
  there are likely over 100 planks that are overt deviations from the flooring that I originally selected, and are disturbing in their appearance;
  the inspector did not survey my entire home; he did not inspect several rooms nor did he check under two large rugs, a king bed and a full set of living room furniture. 
  despite his incomplete survey the inspectors findings of up to 30 planks is in exact concordance with the findings of G.L. Homes representative(s). 
  
  
  I do not wish to be unreasonable in this matter. I would very much like to actually move intoand begin to enjoymy home, after closing back in February, 2024.
  
  
  To that end I propose that Naples Associates IV, LLLP provide authorization for up to one hundred replacement planks that I shall identify as the worst of the worst in order to remedy this situation.
  
  
  Further, I would need to be present when the replacement planks would be available at the home so that a quality product would replace obviously substandard planks (this references back to multiple conversations with G.L. Homes representatives wherein I queried as to why the installers would continually apply a lesser quality product in the first instance).
  
  
  I would like to resolve this issue by the above means; it will serve to satisfy us to the extent possible, and is exponentially less costly a solution than a total flooring replacement.
  
  
  Thank you for your consideration.
  
  
  Sincerely,
  

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

  Business Response

  Date: 08/29/2024

  August 29, 2024
  
  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  ***************************
  ***************************
  
  Re:      BBB Complaint Case Number 22102805
  Valencia Trails Lot 450 (the Home)
  ********************************** (the Claimant)
  
  Dear *** or Madam:
  
  We are in receipt of Claimants August 20, 2024 Rebuttal. We continue to disagree with Claimants assertions and stand by our prior offer to replace thirty floor boards.  With that said, in an abundance of caution, our flooring contractor ordered and is in possession of a total of fifty-six replacement floor boards to account for potential damages to other flooring that may be impacted while replacing the thirty existing boards.  Although we cannot make any guarantees at this time, to the extent there is excess material left over after replacing the thirty planks and any flooring damaged in connection with the work, we will leave such additional material with Claimant at no cost. 
  
  If Claimant would like to proceed and schedule the offered replacement of 30 floor boards, he may contact GL Homes ************************ at his convenience.
  
  Sincerely,
  
  NAPLES ASSOCIATES IV, LLLP

  Customer Answer

  Date: 09/03/2024

   
  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:05/30/2024

  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.

  Due to shoddy workmanship when GL Homes built my home I had a termite problem and had to replace the entire front door of the house with the window pane. The general contractor ripped out the front door frame after it was installed because they ordered the wrong size door frame with the floor they were going to install. It was reinstalled the next day (apparently they cut the frame and the door to make it fit). The bottom of the door frame had exposed wood and after years of getting wet it attracted termites. Also the support beam between the door and the window pane was not installed correctly thus it was not secure and the door frame shaked every time you would close the door. Lastly they did not put any spray in foam insulation to fill in any cracks leaving open spaces. I have tons of photos if needed.I asked GL homes to send someone to oversee the removal of the door frame so they could see for themselves that they caused the issue but they refused. I am expecting a complete refund of the money that i have paid for the new door frame and hurricane window panel and installation costs.

  Business Response

  Date: 06/07/2024

  June 7, 2024
  
  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  ********************************************************************************************************************
  
  Re:      BBB Complaint Case Number ********
              Location: ************ Lot 318 (the Home)
              Consumer: ************************* (the Claimant)
  
  Dear Sir or Madam:
  
  On May 31, 2024, the Claimant submitted BBB Complaint #******** via your website, which was subsequently forwarded to my attention for a response.Claimant purchased his Home from ************* Associates XXII, LLLP (herein GL Homes) on July 25, 2018.
  
  Claimant closed on his Home approximately 6 years ago and all warranties applicable to the front door in the Home have long since expired.  Nonetheless, prior to receiving Claimants Complaint, GL Homes Vice President of Home Warranty met with Claimant at the Home to investigate his concerns.  Our inspection confirmed there was no evidence of a defect or deficiency for which we are responsible, nor was there any evidence that any prior work performed by GL Homes contractors attracted termites to the Home.  Following the inspection, our Vice President of Home Warranty confirmed with Claimant that GL Homes was not in a position to coordinate any repairs given the expiration of all warranties on this nearly six-year-old Home and the nature of the issue. Our position remains unchanged.   
  
  GL Homes has met all of its contractual and warranty obligations regarding the Home.  We decline to take any further action and consider this matter closed.
  
  Sincerely,
  
  ************* Associates XXII, LLLP
  
  By: *******************;                                              
        (Electronically signed)
        **********************, Assistant General Counsel

• Initial Complaint

  Date:05/21/2024

  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.

  I am filing a complaint regarding the incomplete construction of my recently purchased home at ************* by GL Homes. Due to rising interest rates, I was forced to close on the property before construction was finished.Several key areas, including the Cabana bathroom and staircase, remain entirely unfinished. Additionally, numerous other jobs throughout the house are incomplete, and subcontractors have caused damage to my property during construction.The warranty was supposed to cover minor touch-up work, but it seems they are essentially completing the original construction instead. I have requested a timeline for completion, a plan to address the property damage, and a point of contact, but have not received a satisfactory response.I am hoping the BBB can mediate a resolution with the builder to complete the construction, repair the property damage, and establish a clear timeline for these actions.

  Business Response

  Date: 05/30/2024

  
  May 29, 2024
  
  BBB Serving Southeast Florida and the Caribbean
  Attn: Complaint Department
  ************************************************************************************************************
  
  Re:      BBB Complaint Case Number ********
              Location: Winding Ridge 67 (the Home)
              Consumer: ********************************* (the Claimant)
  
  Dear Sir or Madam:
  
  On May 21, 2024, the Claimant submitted BBB Complaint # ******** via your website, which was subsequently forwarded to my attention for a response. Claimant purchased his Home from ******************************* III,LLLP (GL Homes) on September 27, 2022.
  
  GL Homes was disappointed to hear about the Claimants experience and delays he cited in the Complaint. Although we disagree with Claimants contentions that he was forced to close on his Home or that the Home was delivered before construction was completed, we acknowledge there are several service-related issues pending completion. In that regard, shortly after receiving the Complaint, GL Homes Construction Manager personally met with the Claimant to review and provide an update on all pending repairs and the scheduling of Claimants warranty requests. 
  
  Additionally, cabana bath repairs have commenced and is expected to be completed tomorrow. Furthermore, we are in the process of scheduling the replacement of approximately 30 wood floor planks to address minor damage to the Homes flooring. Additionally, our Home Warranty staff are working with the Claimant to update certain warranty requests and schedule further service-related repairs. 
  
  GL Homes remains committed to diligently working to complete all pending service repairs to Claimants satisfaction and to addressing any further concerns in due course.
  
  Sincerely,
  
  ************ Associates III, LLLP
  By: *******************;                                              
        (Electronically signed)
        *******************, Assistant General Counsel