Complaints

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I built a house with beacon new homes in 2021. Since then we’ve had problems with the drainage and also the the flooring of the house. I made a complaint in 2022 with BBB regarding the drainage. The builder told me they were going to come out rip up the front yard and driveway to re grade and make it right. Instead they dug a ditch thru my front yard along with digging holes in front of the porch to “attempt” to resolve the problem. Not only did it not solve the problem its an eye sore but my kids play out in the yard and it’s caused them to fall while running. We’re also having a problem with having severe soft spots and squeaks in the flooring upstairs. ***** from beacon came over and looked at the soft spots and squeaks while looking at the yard. He told me he was going to bring a framer along with a carpenter to resolve these issues. Fast forward a couple weeks I get an email from him stating that because I didn’t go thru 2-10 during the warranty time that they are not going to cover any of the flooring issues. I figured since *****(a manager from beacon homes) told me to my face that he was bringing a carpenter and framer over to fix the issues that I didn’t have to go thru a 3rd party company to get this resolved. This has been an ongoing issue. I’ve sent several messages to the 2-10 warranty and the builder has told them they’re finished with fixing things. I also have flooding issues in the back of my house(it looks like a pond) along with the back porch area corroding. I’m trying to get things fixed thru 2-10 but the builder said it’s up to standard which it’s obviously not. I paid a lot a money for this house and it’s already falling apart.

  Business response

  03/10/2023

  We have received and reviewed the complaint for *** ******* *** Upon review of the said address, the open claim has been completed in early November 2022. The driveway was checked with a survey transit to make sure it had the correct fall for drainage, which it did. We then checked the front yard grade with the survey transit and determined a drainage swell would need to be added to the front left driveway side to the left side of the house, to help add more fall to the front yard/porch area. Our supervisor ***** **** communicated this to ******** before and after the work was completed. In addition, after completion of the swell, ***** monitored the swell after multiple rain events in the area, to make sure it was working as designed. It is working properly and has corrected the issue. This has been communicated to ** ***** via email and phone. ** *****'s other concern over the floor, was addressed by following our 2-10 warranty standards and the Residential Construction Performance Guidelines. It was determined no issues were warrantable as the floor was level and within the guidelines tolerance. 
  We appreciate you reaching out to us with these concerns. Feel free to reach out to us if you have any other questions.

  Customer response

  03/10/2023

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

  I am rejecting this response because: My yard is still flooding along with my driveway.  The ditch that beacon put thru my front yard only caused for my child as she has fallen due to the ditch being in the yard. 
  my right side of my yard also floods which caused flooding onto my drive way. (They have not done anything to the right side to help with the drainage. I would not like a ditch to be dug. I would like this to be solved the correct way and not a (it’s fine for now). 
  The siding of my house is also starting to fall off. I would like them to come out and fix that as well. 
  I mentioned about my flooring upstarts having osb coming up along with several soft spots. I would also like that taken care of. 
  I purchased this house July 2021. There’s no reason I should be having all these issues and feel the builder is responsible.

  Regards,

  ***** *****

  Business response

  03/23/2023

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

  We have corrected the drainage issue that was filed through 2-10 and have attached photos showing before and after. The issue that was of concern and filed with the 2-10 warranty was the left side of the yard and no claim was made concerning the right side of the yard. Upon review and field inspections before and after rain events, it is clear the issue has been resolved on the left side yard and no issue was found on the right side of the driveway/yard. Please refer to photos for clarity. We understand ******** does not agree with the added swell, but it is necessary as it has corrected his concerns.
  

  As far as the concern on siding, 2-10 does not have a claim on this. We will be glad to review the concern but do not have anything filled with the warranty to review.
  

  The flooring concern was addressed following our 2-10 warranty standards and the Residential Construction Performance Guidelines. It was explained the concern is called “deflection” and is normal and is not an indication of deficiency in the strength and safety of the product.
  

  We understand ** ***** not agreeing with our corrections but feel we have followed and addressed our warranty protocol and resolved his concerns. Feel free to reach out to us if you have any other questions.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have several problems with our house. The upstairs floor has soft spots and feels like osb is coming up from the floor. The downstairs flooring is not level and has indents throughout. We also have a very bad flooding problem around the house and the driveway due to poor grading. I have brought this to the attention of the builder on June 15th 2022. They notified me that I need to go through the 2-10 warranty to get things solved. The builder has came out several times but nothing has been completely fixed. ***** at beacon has agreed the grading is bad and it needs to leveled out and re sodded. ***** texted September 9th stating they will start the following week to get my issues resolved. When that week came around he said they were behind but would be out the following week. Here we are going on 2 months with no communication and no work being completed. I have contacted the Springfield city hall three weeks ago to see if they would do anything and haven't heard back. The city did come over to look at the grading of the yard and said it should not have passed code. I'm hoping there is something you could do to get them to fix something. I shouldn't have a brand new house with all these issues.

  Business response

  10/27/2022

  We have received and reviewed the complaint for *** ******* *** We currently have an active open warranty claim with this address through our warranty provider 2-10. Our supervisor ***** Munn is actively handling the issue. The only issue open is the exterior grading in the front yard.  Our landscaper did a temporary fix until their main crew could return to correct. We have scheduled our landscaper to return next week to shoot the area with a transit to determine the work needed to correct the issue. We expect to have the work completed in the next 30 days. ** ****** Offen has been contacted via phone and email of schedule.  The other concerns have been addressed by our 2-10 warranty standards and the Residential Construction Performance Guidelines.

  Customer response

  10/31/2022

   

   ********** ********

  I am rejecting this response because:

  Regards,

  ***** *****

*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. ↩