ComplaintsforSilverstone Residential

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially filed a complaint on April 29, 2021. I have since followed up multiple times but have not been able to receive a reply or a call back. I bought a home in January of 2019. Silverstone has refused to complete the warranty items, despite lengthy email communication history where they acknowledge that the work needs to be done and that someone will be in touch to help me. No one ever called and fighting via email got me nowhere. My floor now squeaks so much that guests comment on it. It was a nightmare to get them to do anything, and I should have absolutely taken note of the reviews and never used this builder. Our neighbors all say the same thing, and they left our community unfinished with trash and debris in our sewer drains and orange tubing extending out of multiple yards. Buyer beware.

  Business response

  05/15/2024

  This home builders warranty has expired for over 4 years ago. The homeowner should reach out to 2-10 warranty if they have any warrantable issues. The home has a ******************************* the homeowners warranty handbook it states we can't guarantee a squeak free home.

  Customer response

  05/15/2024

   
  Complaint: 21671382
  
  I am rejecting this response because the repairs that I am seeking are no more than the same ones that I have in writing that Silverstone agreed to correct four years ago. They have ignored communication after communication to get it resolved. The are fundamentally refusing to complete repairs that they admitted needing to correct in writing. The fact that it's been four years since they made that commitment is irrelevant. Buyer beware. This home builder is unreliable, and flat out immoral. 
  
  Sincerely,
  
  ***************************

  Business response

  05/22/2024

  Good afternoon I will be reaching out to the homeowner today asking for a date and time she will be available for service. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband *********************** and I, *****************************, are homeowners of a Silverstone property in ******, *******. Currently, our retention wall is fall apart after only being in our house for eight years. We had our house built brand new. Upon receiving an estimate on getting the retention wall repaired we were informed that not only would it cost us $7000, but that it was installed improperly. We were also informed that if the retention wall had been installed properly upon installation, eight years ago at a very minimum it would have lasted for twenty years. We believe this to be true because our neighbors on both sides of our house also have retention walls and their walls appear to be standing up well and weathering the outside eliminates significantly better. This is evidences by their walls being intact. We are extremely disappointed to say the least. We hoped to not have to spend this amount of money on a newly constructed house for a single repair within the first decade of living in our house especially for issues that preventable.We have had countless issues with our house. The consistent denominator is every time a repair person informs either myself or/and my husband that an area of house was improperly constructed. Every time we attempt to reach out to Silverstone Residential we have no success.This time our objective is to take legal action if we are unable to resolve the problem through phone calls, emails and the BBB. We are not sure what else to do.

  Business response

  10/04/2023

  I am writing in reply to your recent inquiry concerning the information provided to you by *****************************, who purchased a home from Silverstone in September 2015. I have reviewed ******************* statement and it appears that she is experiencing issues with a retaining wall, which is  located at the rear of her lot. We attempt to satisfy all homeowners but the issue experienced at the ****** residence is not the responsibility of Silverstone. The home was purchased more than eight years ago.
  
  In connection with the purchase of the home, the Fenners received a ten year structural warranty through **** Home Buyers Warranty. If the Fenners believe the issue constitute a Major Structural Defect they should contact the warranty provider, as outlined in the Limited Warranty Agreement.
  
  Thank you for providing us with the opportunity to respond.
  

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

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased our home 2/22/2023 from Silverstone Residential. We moved into the home 2/24/2023 and I sent an email 2/27/2023 stating that the floors were dipping in several places along with other complaints. They sent a project manager out who stated they fixed the issue but did not fix anything. I filed a warranty complaint 4/13/2013 stating that the floors were dipping in several places, that there was crack growing in our garage, and that the backyard was eroding quickly. Since then, none of these issues have been fixed. They sent out someone to fix the flooring but he quickly stated that this was an issue with framing of the house and his company only installed the floors. I sent several emails asking when the issues would be addressed, specifically the backyard because a hole has been growing since we moved (it gets larger when it rains) and did not receive a response until July. The builder's warranty person, *********************, came out but did not follow up. We had two independent landscapers come out and they stated a retaining wall was necessary due to the slope of land and the quote to fix was $40-50k. They sent out a landscaper that stated they just wanted him to dig up dirt from our property and fill the hole and didn't care to address the obvious erosion on the property. They couldn't fix it as the land has to be excavated to begin working on the yard which they did not know because they are attempting to fix the problem - it seems they want to me to just stop asking about. It is now going into October and one of these issues have been fixed. To ask us to absorb $50k+ issue to prevent our house from falling into the backyard - in addition to the cost we may have to pay for the floors to stop bowing and dipping at several points in a BRAND NEW house is ridiculous. They should have secured the land with a retaining wall and ensured the home was built properly. The lack of ownership is concerning, we're not the only people with complaints.

  Business response

  09/19/2023

  Today Tuesday 9/19/2023 I reached out to this homeowner by phone. She has agreed to let the builder come out to her home tomorrow Wednesday 9/20/2023. They will go over the back yard and what he recommends. The builder will also inspect the floor framing and the crack in the garage. 

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Silverstone Residential is not honoring the 10 month walk through repairs as promised during the contract agreement period. I closed on my home on June 14, 2021. I submitted a 72 page inspector report with issues needing repair to Silverstone in April 2022. Silverstone representatives did a walk through with report in hand and agreed with all of the issues that were listed in the report. As of today, August 31, 2022, repairs have not been completed. Many have not even been started and the few jobs that were started are incomplete or botched. The warranty manager ****** NEVER answers her phone to address homeowners concerns and NEVER returns calls when a message is left. Silverstone sends people that CANNOT do a job to standard and even with "oversight" the contractors that arrive from Silverstone are completely incompetent. There are issues with my hardwood floor, the flooring in the owner's bedroom, paint issues, issues with the driveway and a crack on the garage floor. Too many issues to list or picture here.

  Business response

  09/02/2022

  Good morning,

  We attempt to satisfy all homeowners and it is unfortunate that ************** is not satisfied with our explanation. If ************** believes that there are items subject to the warranty, which have not been corrected, she can contact ************************* Corporation as explained in the sales contract.
  
  QBWs contact information is as follows:
  
  ************************* Corp.
  ********************************************************************************************* 17011
  **********************************
  ************ 
  

• Initial Complaint

  07/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased a home December 2020. As a part of the contract, the builder is suppose to come and complete a one year inspection where subcontractors will fix pop nails, caulking, and painting to list a few. As of today July 2022, the pop nails and painting is still incomplete. I have contacted the builder through email in October, November, and December 2021. with no resolution as to when the issue will be rectified. I have not heard from the Field Manager, *********************, who is extremely hard to get in contact. Additionally, I submitted requests online and also called a phone number. I can't get in contact with anyone and I have paint spots all over my new home. This is ridiculous and the builder has zero integrity.

  Business response

  08/05/2022

  The drywall vendor had not updated the warranty portal notifying us that their work was complete.  I tried to reach the homeowner this morning but there was no answer and I could not leave a voice mail because it is full.  I will email her now to schedule the painters

  Customer response

  08/09/2022

  The painters showed up to my house unannounced on Friday, August 5th and my husband told them we were unavailable at that time.  

  I received an email from Silverstone and the painters was scheduled today.  They did a great job painting.  The issue is resolved.

   

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 24, 2021, I submitted a warranty work order for a leak coming from my window drywall when it rains. I submitted this work order again on September 30th because they deemed this outside of my warranty, which it was not. I did not hear anything from them. I continued to call and finally Jan 14th a text from ******* was received stating a tech would be at my home within the hour, he was extremely late and I had to be at work so I left. I offered access to my home (i can remotely lock and unlock my door) and he did not go in nor did he look at the roof. I knew this because I have a front door camera, I could see he rang the doorbell, stood there, and then left. Still no communication after this visit so I reached out via phone to *********************** on May 4th, 2022. Even then my phone call was not returned I received an email notifying me that she would notify FAMA and they will schedule a visit. Still not hearing from anyone I emailed/called again on May 15th. Followed up on May 23rd responding to the number that texted me finally on May 27th I was asked if someone would be home that morning, I told them no and gave dates to reschedule. No word back. I reached out on June 1st, 3rd, and finally, on the 15th a tech came out. they explored the roof...made the leak WORSE. Reached out on June 17th asking when they would return, no response. I reached out again this week July 22nd. Apparently, per my inspector they installed my roof incorrectly, "the front sheet cornice was installed too far back". I would love a phone call or something. It has almost been a year. For 10 months, every time it rains this area leaks. I expect mold to eventually develop, so that will be awesome.

  Business response

  07/26/2022

  Good morning,

  The roofer was sent the email received from ****************** on 7/22 and I believe they were scheduling a crew to be onsite today.  We attempt to satisfy all homeowners and it is unfortunate that ****************** has been subjected to leaks in her new home but we do intend to make repairs.

  In connection with the purchase of the home,****************** received a warranty agreement issued by ************************* Corporation.  If ****************** believes that there are items subject to warranty, which have not been properly corrected, she should contact QBW since the warranty provided has a very specific, and mandatory, Complaint Resolution Mechanism, which she agreed to utilize.
  

  Based on the above, I do not know why your department is involved in this matter since the homeowner has recourse under the Dispute Resolution Provisions contained in the limited warranty.
  
  QBWs contact information is as follows:
  
  ************************* Corp.
  ********************************************************************************************* 17011
  **********************************
  ************ 

   

  Customer response

  07/26/2022

   
  Complaint: 17621625
  
  I am rejecting this response because:

  It is unfortunate that I am just now receiving the corrected contact information. Numerous occasions I have asked to be directed to the correct contact to help assist with my leak. It took me coming here to actually get a response faster than a month, which is why I decided to involve this department. Not once has anyone stated I was seeking assistance in the wrong direction. ****** directed me to FAMA directly, so my concern is now the lack of communication. In regards to scheduling a tech out today, when was I going to be notified? This again could be a possible failed attempt in resolving the issue, considering I am not home and would actually like to be present for the next attempt to resolve. 
  
  Sincerely,
  
  *****************************

  Business response

  07/26/2022

  The vendor schedules directly.  As stated in my response earlier today If ****************** believes that there are items subject to warranty, which have not been properly corrected, she can contact QBW since the warranty provided has a very specific, and mandatory,Complaint Resolution Mechanism, she agreed to utilize.
  

  ****************** may contact *** directly

   

  ************************* Corp.
  ********************************************************************************************* 17011
  **********************************
  ************ 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Silverstone warranty not completed.1. House not painted 2. Basement leaking 3. Foundation cracks Silverstone has seek people out to check these areas and said theses repair will be made. No ore has return or contacted me. Please help thanks.

  Business response

  07/11/2022

  Good morning

  The paint has been completed. 

  In connection with the purchase of the home,the homeowner received a warranty agreement issued by ************************* Corporation.  If the homeowner believes that there are items subject to warranty, which have not been properly corrected, the homeowner can contact QBW since the warranty provided has a very specific, and mandatory, Complaint Resolution Mechanism, which the homeowner agreed to utilize.

  Based on the above, I do not know why your department is involved in this matter since the homeowner has recourse under the Dispute Resolution Provisions contained in the limited warranty.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Warranty not completed during one year inspection which was in December I was told items would be completed. items that involved subcontractors were done in a timely manner. However, the painting that was suppose to be completed to cover the dry paper repair for nail pops et was never done. I submitted request online and also called a phone number several times. Spoke with a woman who scheduled painters waited and waited no ne showed. No i can't get a return call and I have paint spots ALL OVER MY "new" home

  Business response

  05/20/2022

  Paint was scheduled for 5/13.  I emailed the homeowner on 5/13 @ 2:53pm advising her that the crew was involved in an accident and asked if she was available the week of May 16th of which I never received a response.

  Customer response

  05/20/2022

   
  Complaint: 17235000
  
  I am rejecting this response because:
  I never received a email my email address is ******************** Please schedule . Ive called twice 
  Sincerely,
  
  *******************************

  Business response

  05/23/2022

  We utilize the contact information that is provided by the homeowner through the *** portal if that information is incorrect it is the homeowners responsibility to make necessary changes.  I will email the new available date to the email address provided in the rejection which is - ******************* 

  Customer response

  05/24/2022

   
  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

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Silverstone ******************* had the painters to come in and paint the areas where they did the drywall work based on 1 year warranty. Due to COVID it took them 2 yrs. But, the day the painters came they didn't have the color on our walls. The painters left and came back with what he said was the color. BUT IT WASN'T now I had paint marks all on my walls throughout my house that visible show at has been painted wrong. I called them to come out and fix it. I never heard back.

  Business response

  05/02/2022

  Good afternoon,

   

  The 10 month was completed 2/5/21.  Over one year ago.  Paint match is something that is not guaranteed by the ****** ********************************** or any warranty provider as we have no control over the manufacturer and changing the components or discontinuing a product. The builders responsibility is the match the paint as close as possible as noted many times in the **** warranty booklet.  ************ ***************** wish to proceed they would need to contact **** and request to go to arbitration.

   

  Respectfully

   

  Silverstone Warranty

• Initial Complaint

  02/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On November 04, 2021, D.G. Drywall came to my home and completed the one-year nail pop and drywall seam repair in my home. After the drywall work was completed, the painting company was supposed to come and paint the walls of my home. An email was sent to the warranty department on Nov 14, 2021, no reply. Another email was sent to the warranty department on Dec 20, 2021, and Dec 23, 2021, no reply. Finally, on January 25, 2022, I received a phone call from *********************** in the warranty department, and on February 03, 2022, between 8:00- 10:00 am the painters were scheduled to come to my home to paint. The painters did not show up on February 03, 2022, and I emailed and called the warranty department at 10:25 am to inform Silverstone that the painters did not show up. I received an email later in the same afternoon stating that the painters had issues and if I could reschedule. I rescheduled for Feb 08 between 1- 2 pm and no call, no show again. It has been 94 DAYS that my home has been in disrepair. I am very, very embarrassed about the condition of my home and I have patiently waited through all of COVID -19 short-staffing excuses. I have never lived in a home in this condition. I want the work done so that I can move on. Thank you.

  Business response

  02/17/2022

  I apologize.  The painters are at her home now and should be finished this afternoon 

  Customer response

  02/18/2022

   
  Complaint: 16744179
  
  I am rejecting this response because: The painters never came. I spoke with ************** to arrange the appointments. The painters were scheduled to come to my home on February 3, 8, 15 and 17.  Each time when the painters were scheduled to arrive, there was a different accuse about why they did not come. On the 17th at **** AM, I called ************** and left message informing her that the painters never showed up. I did not hear back from her. 

   Several walls and ceilings in my home have been unfinished with drywall patches since November 04, 2022. I have emailing and communicating with ************** at Silverstone Residential since November, and absolutely nothing has been done. Sadly, I feel as though my home is unimportant and that it is okay to look like this for over three months. Silverstone has not fulfilled their portion of the agreement and I have been told falsehoods about painters coming.  
  
  Sincerely,
  
  ***********************

  Business response

  02/22/2022

  I do apologize for not reaching out directly to **************.  I received the email Saturday from ************** and I was surprised that it was not completed ( I had not yet heard her voicemail ) I started communications with the painter.  Monday morning I reached out to the painters again.  I received a text message Monday afternoon showing that they had contacted ************** and rescheduled for February 26th 9:00am and provided two points of contact.

  Customer response

  02/27/2022

   
  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,
  
  ***********************

*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. ↩