Complaints

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We Close the house in August 18th 2023 we signed a punch list to be resolved and after 4 months and several complaints with them they solved some of them but we still wait for them to solve it (e.g. the garage shutters) unfortunately after closing day we have not heard more from him even though 3 days later we wrote to him to let him know that the kitchen refrigerator did not fit in its place and for that reason we had the refrigerator in the middle of the kitchen, after almost 4 months of this the refrigerator is still in the middle of the kitchen , the refrigerator has a dent because the pantry door hits it and it is quite frustrating for me, my dream of having a beautiful kitchen and that Biscayne could make it is broken, the hood is not adjusted correctly because the wall is not level and they placed the backsplash on top and then tried to place the hood, this difference caused the base of the hood not to come into position and that is why it is like in the air, we have a cabinet that got wet and we have the humidity stain, others have a different color, etc. This is a small summary of what is happening not only with the kitchen, we have details in all places in the house, the main bathroom, the shower door was not adjusted correctly and you have to open it in the opposite direction, additionally it does not close the interior door and we have leaks in the shower and this causes the water to leak out, at the top we have mold coming out of the wall and now our house is having a musty smell that is getting stronger every day, I feel quite frustrated since the warranty department every time we manage to get a response from them (which is quite difficult) tells us that they are coming, they promise us quick solutions and this does not happen, they have left us waiting for the days they say they are coming and we have lost days of work, plus my house is a real disaster.

  Business response

  12/08/2023

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

  Our apologies for this. Let me dig into this quickly and give you a call. This is not how we want our customers handled. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our new home March 15th and supplied Biscayne Homes with a 30 day list of items that needed fixed but 8 months later, they've fixed none of our open items from our ******************************************* nature and of a critical risk as there are exposed wires in the walls of our home.No one answers any of our phone calls or emails for warranty issues and everyone in the neighborhood is having the same experience.Please help!

  Business response

  11/27/2023

  Good day *****,

  Thank you for reaching out and bringing this to our attention.  I understand the electrical items are a new discovery and have been informed that *************** has been scheduled to your home either today or tomorrow. They should be able to locate, uncover and button up the electrical items in one visit.  We will schedule any repairs they require shortly thereafter.   
  

  I have also directed our *************************** to get in touch with you and get the balance of the items scheduled ASAP.

  Thank you in advance for your patience thus far.
  

  *****************************
  As Division President
  Biscayne Homes,LLC.
  Biscayne Homes Lagoon, LLC.
  32289 *****************,
  ***********, ** 33576

   

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new build from biscayne. Had multiple construction mangers assigned to my build. Lots of turnover with staff. Very hard to get a person on the phone when you have a complaint. After moving in we had had so many issues that need to be corrected and we are still waiting. The builder didnt do much yo follow up with subcontractors to help get needed repairs done. Falls to homeowners to be home and help chase down tge trades to show up to do the repairs. For the price of these homes you would expect great customer service. This place has zero customer appreciation or customer service skills. Frustrated all around.

  Business response

  10/27/2023

  Good day **************,
  
  I understand your frustration as it pertains to construction manager turnover.  Indeed, between Covid and all the labor/supply chain issue we are just coming out of the market was not kind to builders in general.  The great news is things have stabilized greatly and our current projects are moving much closer to our typical time projections.
  Regarding warranty and final walk issues, it is my understanding that our Warranty team is in touch with you and working on scheduling the trades to make the needed warranty adjustment.

  I understand our service technician will be meeting with you today to do your 30-day walk and to review any other outstanding items. 

  While it may seem an inconvenience that a homeowner has to be involved with scheduling these repairs, time has taught us that homeowner involvement is critical for the safety and protection of all involved. 

  Thank you in advance for your patience and understanding. 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went into contract with Biscayne homes llc November of 2021 for a new home. Home was delivered 5/30/23. Issues with water intrusion due to improperly installed sliding glass doors. Side yard, back yard standing water due to mis-grading which has not been addressed. Permit's filed with the county for HVAC sizing and duct work to not match what was installed, no county or state approval on file for any modifications to design. Home was spec'd and approved for ***** btuh, what was installed is only able to perform ***** btuh.

  Business response

  08/25/2023

  Good afternoon, ****,

  As you are aware, all of the items noted have been reported and are in the midst of being remediated.  I am assuming by standing water in the yard you are referring to the drainage repairs we have been working on between you and your neighbors' lots which are in the final stages of completion. 

  Regarding your air conditioner, we agree and as soon as our SVP of construction was made aware of the situation, we agreed to have an independent certified air conditioning engineer provide accurate calculations as to the demand needs and equipment sizing for your home.

  We will continue to work and communicate with you until this is properly resolved. 

  Customer response

  08/25/2023

   
  Complaint: 20469075
  
  I am rejecting this response because:

  Agreed Biscayne has acknowledged:

  1. Standing water grading issue, at the time complaint was filed no actions had been taken after several reports.  

  2. Weeks for a review of HVAC design after months of complaints are steps in the correct direction.
  

  Rejecting response as the sliding glass doors was not even responded.  Biscayne has offered no assistance in working with the Window vendor, myself and wife have managed to get 2 of the 3 sliding glass door tracks replaced, pending the 3rd.

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

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased home 1/28/22. Many warranty claims went unanswered or ignored. Biggest issue was the soil outside is always wet between houses. Begged builder for 10 months to resolve issue on left side of house. Ignored for months then finally in January of 2023 removed old grass, admitted there is sitting water on soil, and simply added new sod. My neighbor and I disagreed with their repairs and now that it has rained, issue did not resolve. They blamed irrigation on another neighbor's house, didn't update ** on status, and has not done anything else to fix issue. My neighbor and I asked that a French Drain be installed. They have ignored **. Neighbor nor I have signed off on work being completed as they laid down new sod over inches of undrained water. As for right side of house, Biscayne destroyed my yard due to construction of new home, that included a pool in the courtyard. Their subcontractors left two large Bobcat machines in my yard over night, ruining the sod in my yard and compromising the grading. They also left mounds of dirt in my yard approaching 3 to 4 feet high along the entire side of my house. The dirt also included broken pipes, metal rods, and other debris. During this process, also shot concrete on my house on 4 separate occasions after I asked Biscayne to protect my house. They decided to protect the unfinished house from concrete, but not mine. Biscayne said they would repair my yard after construction, which has now been 8 months. Upon completion to house next door, I asked for specifics on my yard repairs, and only got "we will put down new sod and blend yards." They didn't repair the underlying issue. They did patch work, and as a result, my yard now floods around air conditioning unit and back foundation. Also leaks into front yard and sidewalk. They refuse to fix further and said yard will be wet due to sprinklers. A young kid was once working on roof of house next door and they were made aware. Didn't seem to mind.

  Business response

  07/07/2023

  According to our records, all of the warranty requests have been addressed or are scheduled to be addressed with the exception of the right-rear and right-side yard soggy areas.  While we have been attempting to rectify the concern and communicate with Mr. *******, there are factors which he fails to accept.  The Master Drainage Plan is very restrictive on what we are permitted to do.  The amount of fall (or pitch) we must work with is very slight and on a few attempts to rectify a few low spots, it has been very wet due to constant rainfall which makes it impossible to work.  The adjoining house has only been completed a few weeks so that side was not scheduled to be address during the "10 months" of construction.  Since that time all the incursions and pile have been properly cleaned up and the side yard looks nice.  None of this is extraordinary for a new community and we have made every effort to mitigate the inconveniences for Mr. *******.
  Regarding the A/C pad sitting in water, we recently successfully raised the pad which solved the issue.
  We will continue to communicate and work with Mr. ******* until the drainage issue is resolved but will need a few days of dry weather before we can continue. 

  Customer response

  07/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  I have been asking the builder to fix the left side of my yard for nearly a year until they came out 10 months later and did a horrible job.  They removed sod, left area alone for weeks, put down new sod, then said it was fixed. My neighbor and I both said it was still extremely wet and they just ignored us and said the water is coming from another yard and never heard back.  Per the right side of my yard, the Construction VP was asked on multiple occasions how they were repairing my right yard after they ruined it during construction and he said simply said “we will blend the yards.”  All they did was put sod down and left it, without doing another survey or regrading it because they were in a rush to close the house next door.  I now have Pasco County involved and when they walked my property even acknowledged nothing was implemented properly.  It took many efforts to have them even come to my yard to discuss the matter because I flagged down the President when he drove past my yard and all he did was say I should have moved into a different community, I’m always upset, it’s just a yard and I’m not dieing, and the construction manager on the house next door during that conversation was sitting there and on 2 separate occasions told me “to go take some more steroids.”  He said it in front of Jason and Bryan from J&S Irrigation who came out to discuss my yard as I wanted an outside opinion.  I had a separate company come to inspect the yard and they believe I need a sump pump and french drain and Biscayne President said “of course they’d say that, they are in the business of installing them.”  Bottom line is my yard was destroyed by the builder from September to now and they have delayed, passed blame, and even with the air conditioner being lifted were never transparent what company moved the air conditioner that was certified to do so.  It took weeks of emailing them to install the higher AC pad and they made it out that they were waiting on the AC company to come out, but the guys I saw lifting my AC had on Biscayne Homes polo shirts.  I asked the VP of construction to provide me info of who moved the AC and never got a response.  As for the other warranty issues that were completed, they were all scheduled and followed through by me, not Biscayne helping. Any of my neighbors I talk to all say the same thing….it’s promises that are never fulfilled.  I am not changing my stance until the yard is fixed to it’s original state when I moved in.  They chose to build the homes on this land and it’s their responsibility to prepare and grade the land to drain properly.  The division president even once said last winter when my neighbor and I disagreed that our property line was fixed properly on the left side, that a French drain could be discussed if come summer the water drainage didn’t resolve.  The yard was fixed in winter when it didn’t rain for months and I also didn’t run my irrigation although the President thinks I couldn’t possibly never run my irrigation because my grass is so green.  It’s more deflection, delay tactics, shoddy repairs, and an extreme lack of proper communication.  Over 16 months of nonsense from them is what had led to this. I’ll call it like I see it.  They are manipulative and if an outside party wants to believe them they can, but their actions never match their words.  I am having to connect the BBB to Pasco County Building Construction Inspection who is overseeing this for me.  If Biscayne actually repairs the issue like a reputable and “luxury” builder they claim to be should do, then I’ll dismiss the complaint.  
  
  Sincerely,
  
  ******* ******

  Customer response

  07/11/2023

  This is the current condition of my yard.  Biscayne took 10 months to repair the left side and the left side is still a mess.  They wrote that the right side hasn’t had an attempt to be fixed yet due to the house next door just closing.  They laid the sod down in April and I emailed them in April requesting it be repaired.  They simply put new sod down and blended yards.  No new survey and did not regrade the yard.  I sent their VP of Construction an email of my shoe pressing down on the yard and how flooded it was and his response was that my yard would be wet for a minimum of 30 days due to them watering my neighbor’s new sod.  I continued to email them and was being ignored until I saw the Division President drove my home one day and after a 30 minute conversation he emailed me on May 11 stating this would be a priority for him.  It has been 2 months and all they did was cut up some grass towards my neighbors yard and put the grass back a few days later and said the ground was too wet.  Since then, we have had adequate days of no rain where something could have been done.  It is a very similar delay tactic that I dealt with on the left side of my home.  As for the AC being lifted, they did this themselves and did not respond to me when I asked them what AC company certified to move it was performing the work.  It was Biscayne employees who moved my AC unit.  A week after they moved the AC unit, it was not working and I needed to hire someone to make a repair.  It was another cheap way to resolve an issue for them.  Lastly, as far as the “Master Drainage Plan” they are referring to….I have already been in discussion with Pasco County Construction Inspection and Drainage and they visited my property recently.  They discovered several things pertaining to my yard that are not in accurate.  Biscayne is also violating the Homeowners Association Guidelines in section 4 of the irrigation rules about adjacent properties having water run-off into other yards.  
  
  Look at the attached photos for yourself.  They tell a much different story than what Biscayne is trying to gaslight. 

*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. ↩