ComplaintsforRocklyn Homes, Inc.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home a little over a year ago. At my 11 month walk-through Rocklyn Home would not fulfill a particular concern. They blame I, the owner for water damage and actual crack on the back door frame. Poor craftsmanship by the contractor/builder is the cause which did not insulate properly. The only option I was given was to caulk and add weather strip; not addressing the actual problem! They claim the wood is treated however, there is a sign of serious water damage and wood rot. They claim act of God when this is regular rain where water in dripping. I am not the only homeowner that has experienced this. They have refused to address the issue and have not returned my call to their leadership. This is beyond disappointing and unacceptable. I would caution future buyers with this builder.

  

  Business response

  05/30/2024

  Per the warranty manual and the homeowner maintenance manual, it is the responsibility of the homeowner to check the exterior doors twice a year. This includes but is not limited to: checking weather stripping and replacing if necessary, adjusting the door threshold and resealing as needed.  Water penetration at the back door due to not being maintained properly is not covered under the builder warranty. If the home is in a high wind area, a storm door may be recommended. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a brand new home from Rocklyn Homes( Builder) for the cost of $305,000.00. At the pre sales inspection, there were little cracks on the driveway and garage Slab and when the same were pointed out, the Builder insisted such cracks had to be1/4 inch in width or 3/16 inch in length to constitute deficiency under the warranty. By the 45 day inspection of the Home, there were cracks the entire length and breath of the driveway and garage slab of the home far exceeding the dimensions to constitute deficiency. In egregious bad bad faith the Builder has refused to remedy the same driveway and garage slab.

  

  Business response

  04/12/2024

  Garage slab cracks must be 3/16 inch in width or vertical displacement to be considered a deficiency.  Concrete cracks in the garage slab are not measured by length. Furthermore, driveways are excluded from warranty.  This has been communicated many times over and arbitration has been scheduled for these issues under the dispute resolution process in the contract.  Should the arbitrator find that the issues be covered under warranty, they will be repaired by Rocklyn Homes.  Should the arbitrator find that they are indeed not covered, no further action will be taken.  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I notified Rocklyn Homes of repairs with my property during my 11-month walkthrough. The 11-month walkthrough form was not signed due to the field rep not properly writing down the repairs and not submitting all photos to management. On the form there are repairs written twice, incorrectly referenced parts, and many repairs were not even written down at all. I asked the builder to send me the name of the stairwell and handrail stain product that was used. This has not been sent yet. I also asked for the back door paint product which has not been sent either. The name of the products will be necessary for my service workdays so myself and the paint vendor knows well in advance what will be used.********* responded to an email I sent stating that multiple repairs I notified the company of could not be taken care of, but would be addressed after my 11-month service days. This is incorrect because I notified Rocklyn prior to the one-year workmanship warranty period. How would they be addressed after? The workmanship warranty has not expired as I closed on 4/13. I just received an email that my backyard will be regraded but the rep refused to actually write this down on the form. This needs to be added to the actual form to be signed. Please get back to me with a service date.My window downstairs will not open due to the latches being stuck, one of my step treads needs to be replaced due to deep chip, the interior trim around my back door is cracked, and my handrail is damaged. I sent a final list of repairs with the correct parts referenced and many photos that were not taken by the builder's ******** order to correct this wrong, Rocklyn will need to provide all paint products requested, the back door vendor, schedule a walkthrough with a builder, and have all repairs for the 11-month walkthrough written on the form. By the way my 11-month service days were not even scheduled until mid-late May. Looking forward to a response so this can get done.

  

  Business response

  04/16/2024

  Our ************* Director has been in contact with the homeowner and compiled a new list of items with the homeowner.  A workday is scheduled for repairs.  

  Customer response

  04/19/2024

   
  Complaint: 21546744
  
  I am rejecting this response because:
  

  The full list with all issues brought to the company's attention were not added per the warranty.  The paint splatters, stair posts and cracked interior trim were approved as these all fall under warranty.  All items need to be added to the list for my workdays.  The back door trim is not flushed and there is to be an assessment done on my workdays and not an actual repair for some reason.  What will the repair be as there is a sizeable gap between the back door trim and floor board.  I am still waiting for the full list.  Additionally, the back door paint has proven to be inadequate as there were not enough coats added to the back door during the 45 day and the paint looks extremely thin. On service days, the workers are very particular on what they work on based on what is listed on the form and the wording.  The handrail and the stair post are two different areas of the stairs so I am asking this to be listed out separately on the form.  Back in July, the painters were supposed to come back and finish the back door paint job which they did not.  I took the word of the workers and business which I do not encourage any homeowner to do at this point.  There are many things the company keeps saying they will do as a courtesy but will not review this back door paint job.   Once, the full list is received with all repairs listed out on the form, I will accept the business's response.

   

  Sincerely,
  
  Faith R

  

  Business response

  04/22/2024

  Rocklyn Homes has responded to the homeowner with a full list of repairs that are to be completed at the upcoming workday. 

  Customer response

  04/25/2024

   
  Complaint: 21546744
  
  I am rejecting this response because:
  
  

  There are three repairs missing from this list approved by ******************:  
  The sanding of the handrail, "Handrail at stairs along wall needs to be sanded and stained possibly in multiple areas."
  The damaged step tread,  "Step tread has chip at stairs. Will be filled and stained." 
  The back door trim assess and repair at the floor, "Back door trim needs to be assessed to see if it can be flushed."

  

  Business response

  04/30/2024

  We have been in communication with the homeowner multiple times.  Rocklyn Homes has agreed to sand and restain the handrail in multiple areas.  The back door trim, we have agreed to caulk at the trim joints.  The stair tread being chipped after closing is not warrantable and has been explained to the homeowner.  We have emailed the homeowner a total list of items that will be repaired under the warranty coverage.  

  Customer response

  05/05/2024

   
  Complaint: 21546744
  
  I am rejecting this response because:
  

  Please check the attachments above.  ****************** and **************** of Rocklyn Homes both already stated the repair would be completed on the chipped step tread.  Please review the email on 4/9 as the step tread repair will need to be completed on 5/22 and 5/23.  As the 4/9 email states (please review attachment) in the 12 items listed, ****************** writes, "Step tread has chip at stairs. Will be filled and stained."  This specific repair has been discussed with Rocklyn multiple times as they stated the chip on the tread would be filled and the tread would be stained.  Also as the 4/25 attachment states above there is a difference between the back door trim joint that ****************** is discussing and the back door trim in which there is a gap between it and the floor, which the rep referred to regarding the trim needing to be flushed to the ground that was not on the list.  The 4/25 email I sent back to Rocklyn has still not been answered by Rocklyn Homes as it has now been 10 days.  As already stated, please confirm the full list sent in the final email I sent to make sure all items are repaired on my service work days.

   

  
  Sincerely,
  
  Faith R

  

  Business response

  05/13/2024

  As stated on 4/9 we will fill and stain the chipped stair tread but it will not be replaced.  We have not received a picture of the trim at the back door that is still in question.  Please send a photo so a determination can be made. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Faulty Control Panel due to builder negligence and paint all throughout the panel, which further contaminated the breaker switches since construction. In summary-Breakers started burning and catching fire if I had not addressed this urgently today. Rocklynhomes failed to urgently address my issue, which could have placed my home and other homes at risk for loss. If my home would have caught fire there could have been greater loss and possible fatalities if this occurred at night or while away from home. My electrical panel had a fishy smell which indicated to me that an electrical fire was brewing within the panel, which is builder negligence. Again- This is a new construction home. I should not be having electrical issues, AC and heating issues, flooring issues, paint issues roofing issues, leaks and its been horrible. Any additional documentation can be further provided. I added photos to show of builder damages. Attached. I fear for my home and safety if this were to catch fire. My home and is at risk. Please take my concerns seriously. Im not the only one that is being impacted if something bad happens to *********** and others. There were faulty breaker switches/fuses within my panel that have started melting. I have spent close to $5000 today to immediately address faulty builder issues. I have spent $8000 to install a brand new heating and AC unit due to a faulty install. I spent $2000 on an initial air compressor repair again due to faulty installs. My floors are poorly installed. My backdoor had a leak. My plumbing isnt the best. Its been a nightmare dealing with Rocklynhomes.I want Rocklynhomes to address my issue and make me whole for my losses which could be greater than what Im seeking if not addressed. I will take legal action if I dont receive a response. I will go to the news and all social media outlets about this matter.

  

  Business response

  01/22/2024

  After reviewing the history on the home, this home closed 12/8/2017.During the one-year workmanship and two-year mechanicals warranty, there were no issues reported regarding electrical issues or HVAC issues.  The home has now been closed for 6 years and the warranty through Rocklyn Homes has expired.  We have advised the homeowner that the electrical breakers may be a part of a recall through the manufacturer and provided them the contact information to file a claim through them. At this time, issues with ************ will need to be addressed with the manufacturer. 

  Customer response

  01/22/2024

   
  Complaint: 21172016
  
  I am rejecting this response because:
  32 homeowners have come forward with issues regarding the breakers, but aside from this issue Rocklynhomes was negligent in installing MY HOME electrical panel, theres paint overspray, they knowingly installed faulty breakers, and continue to sweep my issue under the rug!! 
  My home and safety matters. 
  Not once did they consider that further damages could have occurred to my home and other town home owners via an electrical fire surge. 
  
  The Gross negligence is unacceptable.
  The numerous complaints for Rocklynhomes with a rating of less than 2 via online media outlets is unacceptable.  
  Yes, my entire **** unit went out and I had to purchase a new one right at the cusp of 5 years. Tell me is that fair and acceptable for a new home? I need an answer  
  
  Rocklynhomes refused to even listen to me and this is fact,because the installers for the **** unit who installed the original until called Rocklynhomes and ****** regarding the unit with no help. 
  Yes, the **** compressor had to be repaired even before a new unit install  tell me is that fair as a new home?
  All documents are archived showing what I had to expense out in order to resolve the issue with A NEW home within the first 5-6 year mark. 
  No homeowner should have this many issues so soon. Point blank! 
  Again, the following remains as submitted to Rocklynhomes still with no additional follow up or answers :
  It is more egregious than just breakers.
  
  We are also talking about builder negligence with the electrical panel install i.e Paint over spray vs. the builder not properly covering the panel, and knowingly installing faulty breakers further exacerbating a global issue. 
  
  This is a new construction 5-6 year old homes theres no way that these homes should have these many issues. 
  
  Unfortunately,  this has caused me so much stress all weekend and the time loss from work dealing with this urgent issue, and issues after issues have ensued even upon move in. This is unacceptable for a new home!!!
  
  The issue with ***** breakers stems pre closure of my home in 2017 to present date so why were the breakers installed by Rocklynhomes ?  I need an answer. 
  
  Why didnt Rocklynhomes notify all homeowners that there was a faulty batch of breakers THAT THEY installed and rectify the issue within the 120+ newly constructed homes?  I need an answer. 
  
  Of note- There are important public safety bulletins citing the issues. Why didnt Rocklynhomes notify homeowners of the recall if they knew there was one? I need an answer directly from Rocklynhomes. 
  I would immediately like my matter escalated to the ** or CEO of Rocklynhomes as well. 
  
  If this were any employee within Rocklynhomes property they would be highly upset as well. 
  
  As a first time homeowner this has been a nightmare. I should have known based on the multiple complaints that have been established throughout other communities. 
  I want Rocklynhomes to take accountability for the negligence of the faulty electrical panel install that almost cost me my home via an electrical fire. Just the fishy smell alone is a sure tell sign of an electrical  fire brewing  please reference ****** for this feedback as well as this is fact. 
  I want Rocklynhomes to atleast reimburse me for the replacement of the electrical panel unit so that I can feel whole again.
  I want Rocklynhomes to address all of the other 120+ homes in my community that have the same issue and are susceptible to an electrical fire if not addressed  
  I want Rocklynhomes to treat me with dignity and respect as a whole homeowner. I did not feel respected when I initially called. I felt minimized  This is fact and again I have witnesses  
  Their treatment of me has been less than collegial.

  
  This is my first home, and it has been a stressful nightmare  

  
  My time, energy, money, time away from work to respond has impacted my health over the weekend and even today.  
  I am not satisfied with their response, and feel that Rocklynhomes doesnt care if my home burned down , if other homes were impacted, if their were to be injuries or fatalities due to their negligent building tactics with faulty materials that were KNOWINGLY INSTALLED.
  I have 32 witnesses as homeowners who are also impacted. An entire community has been globally impacted.
  I want this issue resolved amicably without further stress and undue hardship of me.

  
  I have receipts for my electrical panel faulty install, and ****.
  Im not even mentioning how poorly installed the floors are that keep popping . Although its a global issue amongst homeowners like myself  
  So you see, this issue is more global, and about negligence and the lack of integrity and fair treatment to me as a homeowner with rights. 
  
  Sincerely,
  
  *******************
  

  

  Business response

  01/24/2024

  While Rocklyn Homes acknowledges that there have been issues with the breakers that were installed around 2017, we along with our vendors/suppliers were unaware of the issues at the time.  After further review, there is no recall on the breakers but they are warrantied through the manufacturer as stated in your warranty handbook. The manufacturer, as we previously advised will swap the breakers out at no charge to the homeowner if you file a claim with them. We do not register the appliances or parts installed in the home for their warranties. In reference to the paint in the panel box, this was not noted on our QC report nor was it noted by the inspectors and the panel passed all electrical inspections that are not performed by Rocklyn Homes.  

  Rocklyn Homes provides a materials and workmanship warranty according to industry standards and in compliance with the ******************** of **** Builders. These standards are set because we cannot control any possible manufacturer issues or the maintenance of the appliances after installation. The warranty on this home expired in 2018. 

  Again, we highly recommend reaching out to the manufacturer, *****, and filing a claim regarding the breaker issue.  

  Customer response

  01/24/2024

   
  Complaint: 21172016
  
  I am rejecting this response because:
  

  I contacted the manufacturer (*****) for ************, and they requested photos of the breaker issue. Rightfully so.

  They stated that the paint overspray in the panel contaminated the breakers causing them to melt and burn. 
  

  Why didnt the builders cover my electrical panel when they sprayed paint?

  Do you believe that it is appropriate for the builder to paint and not cover the electrical panel unit?

  Do you think it is acceptable for the unit to have paint containments that could have caused an electrical fire? 

  Do you realize that a fishy smell came from my panel which is a sure tell sign of an electrical panel waiting to spark?

  Do you think that an electrical panel should have paint overspray? 
  

  Why did the inspector sign off on a panel with paint? Is that normal protocol?

  Do you think your electrician would agree that paint in an electrical panel until is acceptable?

  Why are there countless complaints about electrical issues via online reviews?

  I should not have had to purchase a new panel let alone have these electrical issues with a 5-6 year old home .

  This is an integrity issue for me  I trusted you all with my home purchase and the blatant deflection to countless homeowners is despicable. 
  

  32 homeowners within Heritage Corners have come forward citing issues and dont feel heard. I have a  chronology of the owners, their statements, and units. 
  

  In summary- 

  Rocklynhomes  is my first home, I trusted you all, and despite all that I have endured I just want you to please consider what happened with my panel. Note 50% of this issue was with *****, and they will not give me new breakers or reimburse the cost of breakers because of the paint over spray by the builder the other 50%.
  

   I have attached the documentation from *****. 

  I ask for accountability and integrity with my concerns  Dont minimize my issue or sweep this under the rug! I could have lost my home, my neighbors could have lost their home, I could have been injured 

  Im literally only asking for justice with my  panel install ( paint overspray). 

  The emotional stress and health issues this has caused over the past few a days is a lot.

  Dont minimize a serious issue.

  Dont mistreat me as a homeowner.

  Dont take advantage of the people who keep you employed or operating in business.  

  Integrity goes a long way in this world  

  I could never ever do this to someone!.

   You all know that its very wrong to have this issue with my panel  unacceptable!

  If it were you home, or family at risk you would feel the same way!

  Sincerely,

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

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 23 2021 only 4 months after I purchased my 1st home, I discovered a water leak that had damage a back wall,2 base cabinets, and hardwood floors in front of sink. July 21, 2021, the mold was remediated and the cabinets were removed leaving the repairs of my floors that were damaged , backsplash and the replacement of base cabinets, mold damaged. During those three short weeks, a mouse was able to access my home because of unsealed hole. While I was waiting for the cabinets to be replaced ******* flooring attempted to repair the floors and when they came out the floors were mixed match so I refuse the installation. Eventually they got the color somewhat correct and they were repaired. August 2 *********************, cust. ser. lead with Rocklyn Homes in email stated that my cabinets were in and that all repairs will be completed by August 10. August 6 ***** from Rocklyn Homes stated that the cabinets were not in. November 29, 2021 Keystone installed the cabinets and I noticed that they were not the correct color, there were two more attempts made by Keystone to install the cabinets but each time the colors were not correct. December 20, 2021 ************************* dir. of customer service for ********************** stated in email that all cabinets in my kitchen would be replaced. May 26 2022 ******************* with Rocklyn Homes stated cabinets were ready to install. August 4 2022 Keystone replaced a portion of base cabinets. February 22, 2023 ******************* arranged 2nd attempt to install cabinets, island still not ordered. ******** came out to replace the upper cabinets and color was not a match so I refused the installation. August 31 2023 Keystone showed up at my house unannounced to get a door off one of the cabinets to do a color match. I emailed Rocklyn Homes to let them know. November 29 2023 **** with ******** stated that they were ready to replace the upper cabinets. I asked her was the island included. She stated that the island was not included and I refuse the installation.

  

  Business response

  12/04/2023

  We had originally ordered ALL cabinets.  We have been in contact with the cabinet company and the island cabinets are on order.  We apologize again for this delay and confusion. 

  Customer response

  12/04/2023

  I have been told all cabinets would be ordered and replaced for 2 years now.  They have attempted several times and have not been successful with getting this completed.   I want to keep this open until it has been resolved.  Please see attachment 2 years worth of dragging feet very very slowly.

  

  Business response

  12/07/2023

  Thank you for your reply.  The cabinets are on order. As soon as we receive a delivery date, we will communicate that to you.  

  Customer response

  12/07/2023

  I simply want to keep the case open until issue has been resolved.  Or they can send me the **** or communication to ******** where the island was ordered and prepared and color matched the same way they just ordered and color matched the upper cabinets.  My main concern as it has been from the beginning is getting matching colors for all cabinets in my home.  2+ years.

  

  Business response

  12/12/2023

  Please see a copy of the email confirming that the island is on order.  Please let me know if you need anything else.  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company has done a ridiculous job on my home and they refuse to correct an issue that could potentially be a problem with me selling my home later. I have a big gap between my vanity and the wall/tub area that is filled with debris from their work. They refuse to correct the issue and I have complain several times about it. They have done a terrible paint job thru out the entire house and some things Im just now finding because they are in places you wouldnt think to look for. The work they have done is not worth the money spent on this home. Their customer service is horrible and they dont care about the horrible job they have done. My next step is going to the news outlets with my information and taking a survey with my other neighbors about their complaints of the horrible job they have done with these homes and their refusal to correct them.

  

  Business response

  12/11/2023

  Thank you for your feedback.  As we have discussed previously, a gap between the cabinets and the tub is not a construction defect.  This is not something that would fall under warranty coverage.  Rocklyn Homes did offer to have the gap filled as a courtesy but explained that there would be no coverage if any damage occurred from this. The homeowner declined that courtesy solution.  With the item not being a construction defect, there are no repairs to be made.  

  Customer response

  12/11/2023

   
  Complaint: 20941437
  
  I am rejecting this response because:
  They reported to me that several homes have this gap and this is not a construction defect. This is not my first home and this is sloppy work. I will now find out who those homeowners are that have that defect and I will begin to send this information to the news stations because they refuse to fix the issues. There is trash left behind in the cracks from their sloppy work and this is very unacceptable. 

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

  

  Business response

  12/11/2023

  Thank you for your reply.  Again, this is not a construction defect and there is no repair to be made.  

  Customer response

  12/11/2023

   
  Complaint: 20941437
  
  I am rejecting this response because:

  They refuse to correct their issue and I will be informing my lawyer after the survey of other homes and news station is contacted. Thank you BBB for your assisting with this matter. Please put this information on file about their company. 

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

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My back door frame is rotting away on a 2 year newly built home. I work ***** hours and at the age of 26 purchased this home. Currently Im expecting and afraid of what else is rotting under layers of bubbled up / peeling paint. Ive contacted Rocklyn & yet to hear from them.

  

  Business response

  08/28/2023

  The ************* Coordinator just received the photos of the issue at 11:55am today.  3 hours before the BBB claim was submitted.  We are reviewing the photos sent in and will reply to the homeowner directly.  

  Customer response

  09/01/2023

   
  Complaint: 20532054
  
  I am rejecting this response because: It has been a little under a week with no one trying to call to set up a day and time to visit the home to try to solve this matter. There is no need to review the photos. It comes down to visiting the home and seeing the damage for yourself.
  
  Sincerely,
  
  *********************

  

  Business response

  09/12/2023

  After reviewing the photos and the history of the home, it has been determined that there is no coverage on the door trim as the warranty expired in July of 2022.  There were no reported claims regarding the door during the warranty term.  Door trims require regular maintenance of caulking and sealing the door on a regular basis to prevent water intrusion. 

  Customer response

  09/19/2023

   
  Complaint: 20532054
  
  I am rejecting this response because: when i purchased this home, it was stated by Rocklyn Homes that the exterior of the home is to be taken care of by Rocklyn Homes. How am i suppose to know the frame is rotting away when i NEVER exit thru my back door as i have no pets to let out? Also, where is it in ANY of the paperwork that states homeowners are suppose to do this on our home? Door trims require regular maintenance of caulking and sealing the door on a regular basis to prevent water intrusion.  
  

  this is horrible treatment and work done, and for me being a first time home buyer, makes me to never buy a home from Rocklyn Homes again.

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

  

  Business response

  09/19/2023

  It seems that there is some misunderstanding.  There are some limited warranties on the outside of the home during the first year.  After the first year, most HOA's cover exterior maintenance but what is covered exactly varies from community to community.  As for homeowner maintenance, each homeowner is provided a copy of the homeowner maintenance manual at the Preclose walk through. It is also available on our website for review at anytime.  

• Initial Complaint

  07/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rocklyn Homes has failed to resolve a water/flood problem on the property of the new home I purchased. I reported the issue within a week of closing in late May of 2023. I left voice mail, and have sent many emails. The entire back yard floods evertime it rains. The patio and air conditioning unit sit in 3 inches of water ever time it rains. This happens if it rains lightly! They give me the run around about a landscaper coming out to regrade the property. But no one shows up to fix this, it has now been 2 months since I reported this.

  

  Business response

  08/01/2023

  Our ************* Coordinator has been in contact with the homeowner and discussed with them that there has been a change in the landscaping company that has caused delays.  The on-site representative has a meeting with the new landscape representative on 8/9 to review the issues and put a plan in place.  The homeowner does have a new workday coming up at the end of August and we strive to have the issues resolved by that time. 

  Customer response

  08/01/2023

  Hi, I am not accepting the response from the builder until the issue is resolved.  I have a work day scheduled on August 24th. This is workday #2, for interior work items.  I have not gotten a confirmation that work will include the back yard flash flood fix.  I understand they may be trying to resolve this issue,  and i am thankful for that, but it's not resolved as of today. 

  

  Business response

  08/03/2023

  Thank you for letting us know.  We do have it in our system to have the repairs completed by your workday.  We apologize for the delay until this point with the landscapers. 

  Customer response

  08/03/2023

   
  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, as long as the back yard flood issue will be resolved on or within a handful of days of August 24th as now promised.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home in August 2020. According to Rocklyn, we are to have a walk through at the one year ***** Due to them being behind from COVID, my walk through occurred after the year ***** I voiced my concerns, they did not initially send people when they said, and then they did a cover up rather than fixing the problem. When contacted shortly after, they stated they fixed the problem but that is not the case. My floors look horrible, but more importantly they will cause other issues if not repaired. I would rather pay an attorney if they are unable to comply, based on principle alone. They should have stood by their word, but they have not been willing to work with me at all.

  

  Business response

  06/26/2023

  The home closed in August 2020. At the 11 month workday (which was extended due to Covid) there were gaps in the hardwood flooring.  Rocklyn Homes repaired the issue with the recommended repair of filling and refinishing as outlined in the warranty manual.  This repair was completed in October 2021. There were no further communications from the homeowner regarding the issue until May of 2022 that she was not happy with the repairs that had been completed.  With the home being 9 months out of warranty at that point and Rocklyn having repaired it one time already (per our warranty) this item was no longer under coverage.  Rocklyn Homes made the appropriate repairs to the home during the warranty period (extended due to Covid).  At this time, there is no warranty coverage for the flooring of the home. 

  Customer response

  06/26/2023

  The issue here is less about the supposed repair and more about it being installed wrong in the first place. Not to mention, one of the flooring reps even agreed that the floor needed to be replaced. The "repairs" were from what looks like a crayon and obviously did not fix the problem. Had my walk through been done on time, the second follow up would have been prior to May. Additionally, it was not until the temperature changed that I was able to see that the solution given didn't in fact fix the problem. 

  

  Business response

  06/27/2023

  Flooring separating can be caused by many different reasons, installation, settlement, improper *********.  It was not determined to be an installation issue causing the gapping. 

  Customer response

  06/27/2023

  It was told by the flooring people you sent out that they did in fact need to redo the floor. It was the 3rd person who used a wax like stick which temporarily fixed the appearance of the issue. Not to mention this is throughout the entire downstairs and the other homes are not experiencing this issue. I have been given the run around, and feel like Rocklyn cuts corners and refuses to take responsibility. There are plenty of other issues, but this is the biggest and most pressing one. If it was an issue I caused, I would own that. However, this was not done by me. My ******** is loose as well. I hope people see this and understand how you rush your homes and they fall apart in less than 3 years. 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Rocklyn about having someone come to realign the sensors on my back door of my security system. This was done because as one of the issues of my walk through, the door to the backyard needed to be adjusted because it did not lock properly. A Rocklyn contractor came and made the repair to the door ( around 9/9/22). However, in the process of making the repair, it caused the door sensors to become misaligned. This caused my alarm to randomly go off at 4:30 one morning. The first thing Rocklyn asked was who I used for my security system. I told them and was then informed that there was nothing they could do because I was not using the company that wired the home. This misalignment happened because of the work done by Rocklyns contractor and should complete the repair by aligning the sensors. I have not made any changes to the original sensors or door locks. I have NOT used my security system since for fear it will randomly go off again. All I want is for Rocklyn to complete the repair and realign my sensor so I can be at peace with a working security system. It is unfortunate that Rocklyn disregards the safety of those who purchase their homes. Rocklyn sent a document "We cannot and will not allow Purchasers to contract any work on their residence until after closing. Any unauthorized work on the premises will vitiate all warranties associated with that work." No work done prior to closing, offended of being accused of foolish acts, understand "Any unauthorized work on the premises" to mean if it were done prior to closing. As this was part of the walk through repairs and no other issues with any other part of the security system, prior to the door being adjusted, why am I being asked to sign a waiver.-I was never informed that I had to use a particular company for my security system. I would not, at any time, contact Rocklyn if I had done anything to cause the problem. I would 100% take responsibility for the repairs as Rocklyn should do in this case.

  

  Business response

  05/30/2023

  Rocklyn Homes regrets to hear that you are unhappy with the service of your home. Rocklyn Homes and our subcontractor that installed the original system has offered to send someone out to adjust the sensors on multiple occasions given that you sign a release of liability. The release has not been signed. While our vendor installed the sensors and the wiring on the home originally, you have had a third party company come and tie in to that system, voiding the warranty on the security system by the installer. Again, our vendor has still offered to come and adjust the sensors for you but cannot be held responsible for any results that *** have on your current system. Once the release of liability is signed, we will be happy to come and adjust the sensors for you. We hope that you understand why this is needed as the system has been altered as a whole. Please reach out to your ************* Coordinator to schedule once the release has been finalized. 

   

  Customer response

  06/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. However, will accept, under protest, as I need to have a working security system
  
  Sincerely,
  
  ***********************************

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