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:04/29/2025

  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.

  My property at ********************************** (Silver Trace Commons Phase 2) has ongoing backyard erosion. Smith Douglas Homes (SDH--represented by ***** **********************) and the City of ****** (represented by City Engineer, ******** *******) assured it would occur, but it has, less than a year after my 2/9/24 purchase. Initial slope concerns were dismissed. Mr. ******* initially deemed the slope code-compliant, later cited "gully and rill" erosion on 12/31/24, refused a written report with these findings, and directed me to SDH to file a warranty claim. My property lacks a rear Building Setback Line, unlike other homes in the community, which seems to attribute to the steep slope at the back of the house. In January 2025, Mr. ********************** from *** informed me that my warranty claim was denied, citing a landscaping and erosion exclusion from the homeowner's handbook. Pre-sale inadequate landscaping is the cause. I paid over $15,000 for a retaining wall, soil, sod, and a fence to provide some safety for my family and guests because SDH and the City of ****** refused to provide assistance with the apparent issues that would arise. Erosion persists, threatening a stream beyond the property. Both parties failed to address a known risk. This home was purchased as a "spec" home and I now understand why!! The entire property should have been left vacant and used as a "common area" but instead, SDH and the City of Dallas saw "dollar signs" and left the financial burden of addressing the slope and its known risks in the hands of the homeowner. *** continuously leads homeowners to exclusions in the handbook that "seems" to be added every time a new complaint arises to protect themselves from negligent building practices. I worked very hard to purchase my home in good faith and it is very disturbing that so much of my money has been spent fixing an issue that *** failed to handle before placing this home on the market!! Both *** and the City of Dallas knew that erosion was imminent!

  

  Business Response

  Date: 05/02/2025

  I have contacted the homeowner and schedule an appointment to inspect her concerns about the slope on the back side of her property, inspection set for May ******.

• Initial Complaint

  Date:02/18/2025

  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 purchased my home on February 3 of 2025 from Smith Douglas for $331,357. Smith Douglas originally wanted a closing date of January 3 but we were trying to close the sale our old home and purchasing the new home On the same day so that we would not be without a place to stay. Our buyers wanted to Close on February 7 and we were able to convince Smith Douglas to agree to February 3. On the day of closing, there was an list of minor and major issues still from the blue tape walk-through that had not been completed as well as major issues, including safety hazards from our ownprivate inspection report that had not been addressed. Large cosmetic issues as well as issues with our roof, plumbing, electrical, and HVAC were still not addressed. We are having to battle with Smith Douglas to live up to contractual agreements, such as how many inches of insulation belong in an attic space. The builder assured us that he would be there every day after closing to work on these and then we did not see him for a week. When he began showing up, he assured us he would stay with the contractors the time to make sure the job was done and did not fulfill that commitment either which resulted in subpar work being performed, requiring it to be redone sometimes multiple times. Contractors leave a mess of debris in our house and on our carpets after they work. All of this, because Smith Douglas pressured us to Close sooner than what we should have with the house that was nowhere near ready. While some minor repairs have been done, we are given excuse after excuse on why contractors cannot show up to perform work in a timely manner. Two weeks after closing, we still have major electrical issues as well as insulated spaces in our attic, Sprinkler system Lines that are still exposed, siding still bowed out, Cracked and ****** fence slats, raised roof shingles, missing hot walls in the attic, scratched and gouged shower door glass this joyous experience has been made miserable

  

  Business Response

  Date: 02/24/2025

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We have received your complaint regarding your home and are currently looking into the matters you've raised. We understand your frustration and are committed to addressing your concerns. We will be reviewing your case thoroughly and will provide you with an update soon.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22955424
  
  I am rejecting this response because: this is a non-resolve response. They have committed to looking into the matter, which they have had ample time to do since I filed the complaint. Looking into the matter does not solve ANY issues and addresses no solution. What I want is a redress AFTER they have done their due diligence with a commitment to fix all of the issues still existing from our private inspection report and the blue tape walk-through in a speedy and timely manner as we are nearing one month after closing.

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

  

  Business Response

  Date: 03/06/2025

  
  This message confirms the completion of all outstanding repairs at your home as detailed in our previous communication and the agreed-upon repair plan. All was completed within the first month of homeownership by the warranty and construction manager for this division. Integrity building takes time, and we appreciate your patience as we worked to ensure all matters were addressed thoroughly. At Smith Douglas homes it's always  "Your  Home. Your  Choice. Within  Reach."

• Initial Complaint

  Date:12/09/2024

  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 purchased a home from smith Douglas homes in February 2022 for $274000. Within the first year, my steps pulled away from the wall and a warrant request was submitted. Three months later they came out and said it was nothing and just needed to be re caulked and if it worsens to call and it will be covered. However, since then my stairs have pulled away from the wall even further than at first and I just submitted another request this morning to have them come out and take a look at it. I received a confirmation email for the request and 19 minutes later, received an email from one of the employees stating the request will be closed and its the homeowners responsibility without even coming out to look.

  

  Business Response

  Date: 12/16/2024

  I have reached out to the homeowner on 12/16 and schedule and appointment for Thursday 12/26 to inspect the stairs.

  

  Business Response

  Date: 12/16/2024

  I have reached out to the homeowner on 12/16 and schedule and appointment for Thursday 12/26 to inspect the stairs.

• Initial Complaint

  Date:12/08/2024

  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 live in a Smith Douglas community and our detention pond is hideous. They refuse to repair properly in this predominantly black neighborhood. I have visited some of their other communities of primarily white and the common areas are very nice and clean. They promised me as the *** president to correct the fence and then came to simpl patch it up. The same problem happened in my home (they patched up) a ceiling leak and it has the same issues occurring. Another neighbor basement area is sinking and affecting the foundation of their home. Smith Douglas takes less pride in their work.

  

  Business Response

  Date: 12/19/2024

   

   

  Based on our letter to the *** dated May *******, we agreed to repair Item #4 as summarized below in full resolution of the ***s complaint, and the *** agreed to this repair as a full resolution:

  
  #4: We observed minor damage at the fence and further down the gates. The metal bars referred to in your letter are small, harmless wall ties left after the retention walls were poured. We are willing to repair the fence and remove the wall ties.
  
  The gate was repaired on 11-15-24 as well as any boards needing to be replaced/repaired. Wall ties were removed on 12-13-24.
  
  Maintenance of the referenced fence, gate and pond have been the responsibility of the homeowners association since the turnover was competed 4-20-23. 
  
  The other homeowner warranty claim you referenced has been completed.
  
  We at Smith Douglas Homes we take pride in all our communities and strive to leave a favorable **** wherever we build.
  
  

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22656789
  
  I am rejecting this response because: Smith Douglas is a joke which is why they have a poor rating with the BBB, Yelp, ****** and online overall. They did a patchy, tacky job. I asked for the *** (specifically myself) to be involved and alerted to the work being done. We did not agree for raggedy work to be done. We agreed for the fence to be replaced which is what professionals that have inspected the fence (including the City of *********) are recommending. We will take them to small claims court if need be because this is dirty work and unacceptable. 
  
  The same goes for my home being negligent and horrible, patchy work and other homeowners. Smith Douglas does not respect the communities they obviously throw up and pull out. There is an ongoing class action against them here at these links:
  
  *************************************************************************************************************************** ****************************************************************************************
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  *************************************************************************************

  Clearly, Smith Douglas is not a very reputable company with the many residents, commissioners, and others suing them. They can contact me to repair the fence and my home and other homeowners correctly or we will become part of the many class action lawsuits being drawn up daily against this company. 

   

  
  Sincerely,
  
  ****** Dark

  

  Business Response

  Date: 12/26/2024

  *** has honored the repairs to the fence and Wall ties and will continue to cover request from homeowners if its covered under our warranty handbook.

• Initial Complaint

  Date:10/08/2024

  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.

  We closed on our new home July 2023. We have made numerous warranty submissions during the one-year warranty period, and the Warranty Representative failed to show up at the one year walkthrough. After they finally responded to their mistake, he has since blown us off to make repairs to previous door and ceiling submissions, which were also pointed out at the one-year walkthrough. Our front and garage doors require adjustment according to warranty guide. Our master bedroom, two smaller bedrooms, and living room require ceiling repair. According to guide: We will return ONCE during the one year period, to repair seam lines visible from 6 feet under normal lighting conditions. Adjust doors one time during warranty period. All items were documented in the Portal and pointed out at the one-year walkthrough. Please complete repairs according to Smith Douglas Warranty.

  

  Business Response

  Date: 10/29/2024

  June of 2024 an appointment was missed with this homeowner to review the 11 month warranty touch ups. The responsible *** employee left the company shortly after and subsequently, another appointment was requested with the homeowner and the new warranty representative for that community.  Homeowner said they would be out of town through July 31st. Appointment was scheduled for their return, a month later, on a date convenient to them.  Assessment was completed on 8/2.  No other appointments have been missed with this homeowner.
  
  Any warrantable items were put on the service request to the trades to come repair.  Homeowner was not happy with the repairs and trade went back on 10/1.  Some items shown to warranty representative appeared to be physical damage done by the homeowner and were communicated that is not part of the warranty coverage.  Warranty coverage, as homeowner references below and is stated in the warranty guidelines provided to the homeowners at closing are for normal settling post construction within that first year. 
  Homeowner and warranty representative agreed upon repairs and trade came back on 10/21. Homeowner threatened the trade with a lawyer, and at this point the trade was hesitant to come back into the home.  Homeowner wanted a guarantee that tape seams would not reoccur which we can not provide.  This caused some confusion and unpleasantness.  The warranty representative in consultation with the warranty manager was able to get the trade and homeowner to agree upon the repairs that would be made and covered by warranty. These repairs have been made and completed on 10/25.  The one remaining item to handle under the 11-month warranty is the exterior door adjustments.  The trade has tried scheduling with the homeowner and was unable to reach them. Warranty manager has reached out to the representative from the trade making the door adjustments and reiterated to them this needs to be scheduled /completed at the earliest convenience to the homeowner. Update: at time of writing this trade confirms speaking with the homeowner and the door was adjusted on Friday and there is no need for anyone else to come back
  All work that was open is completed at this time.  

• Initial Complaint

  Date:10/08/2024

  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.

  Refuse to resolve the issue. Brand new house and they failed to ensure proper installment of shingles and seal up board on top of window and now i have a leak when it rains. Poor workmanship with roof, been in house a year and shingles have fallen off and are lifting. I've asked numerous of times for roofer information and they refuse to give me the information. This has been over a month. The warranty for the roof is 5 years and no one will help me identify who is responsible. They responded and said they will call the roofer and have them reach out and it's been months. I keep asking for the information myself and they are refusing. They are refusing to come out and look at the house, to see where they had a error in building the house. Structural warranty is still in place and they are saying it's not structural. If you failed to build the outside properly or finish it, then what is it. Horrible service and non responsive. I've been asking for help and they are not helping. I would never recommend or buy from this company. A piece of the wood border around my garage broken off and I was told it would be investigated and the guy never called me back or sent help. I need help. I have numerous of pictures but the system only allows one. My home insurance came out and told me it was the builder fault and neglect. Smith douglas refuse to review, send someone, or assist in any way. I have the right to know who put the roof on my house and have proper installment to avoid leak on a NEW home when raining, avoid mold as well.

  

  Business Response

  Date: 10/14/2024

  I had our roofer and window trade reach out to the homeowner; and they went out on 10/11 repaired the window leak also replaced some shingles. I called the homeowner Friday the 11th and let her know that we will repair two pieces of baseboard and the water stain on the dry wall and window seal in the upcoming week.

• Initial Complaint

  Date:08/25/2024

  Type:Order 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.

  I am asking for them to refund my appraisal fee plus storage that I am having to pay since my house sold and this house that i signed a contract for in Oct 2023 was literally ripped out of my hands 2-days prior to closing. Total of $ ******

  

  Business Response

  Date: 08/28/2024

  Ms. ********** have reviewed your claim regarding the cancellation of your home purchase agreement and the associated costs you have incurred. We understand the inconvenience this situation may have caused. As a gesture of our commitment to customer satisfaction, we will be issuing a refund of $800 to cover the appraisal and storage unit expenses.This amount will be processed and sent within the next 5-7 business days. We value your business and appreciate your understanding.

  Customer Answer

  Date: 08/28/2024

   
  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.
  I still want people to be very careful dealing with this builders sales people and promises of no retaliation when complaints are made.
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:08/07/2024

  Type:Order 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 looked at a Smith Douglas new construction site in *********** last June I found a model that I loved and a lot I explained to the seller representative *** that I was in the process of getting divorced and was looking at a new home they convinced me that it would be okay for me to put a deposit of $5000 dollars which I borrowed and if I could no be approved for a mortgage by 11/1/2023 my funds would be returned.. Well that was a lie there preferred lender did not approve me I even applied to a second lender and was not approved they still refused to give me my deposit back they sold the home in 3/2024 and still refused to give me my deposit back this has created a financial hardship for me as I am struggling to make rent and pay the individual I borrowed the funds from . Can anyone help me they are the rudest people I have ever talked to and there company is not trustworth.

  

  Business Response

  Date: 08/26/2024

  The consumer (*******************************) went under contract to purchase a home from Smith Douglas Homes in ********, *********. The consumer failed to meet the agreements of the Purchase Agreement therefore the deposit was retained by SDH.  

• Initial Complaint

  Date:08/04/2024

  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.

  We have had several problems with Smith and Douglas since moving in 3 months ago. Our garage door messed up with in a week of moving in, our air conditioning unit was messed up likely from before we even moved in but stopped working for us less than a month from moving in, the messed up air conditioning unit caused an insanely high electric bill, and our dishwasher had a leak that led to us having to replace the part itself, the cabinet panels in our island and the flooring underneath it. The most recent was an issue with our condensation pipe becoming dislodged and allowing water into our guest bedroom that soaked our floors and caused water damage and mold to the walls. Just seeing the pipe alone you could tell it was poorly installed by the amount of glue and how far the pipe was pushed in. After seeking advice from a **** tech, he informed us that the pipe was set at a 45 degree angle instead of a 90 degree angle. This causes there to be a point of weakness allowing for it to easily get damaged. Smith and Douglas came out the next day to repair the pipe. The **** tech cut two holes in our wall (one because he cut in the wrong spot) and replaced the pipe. The new pipe still has that 45 degree angle and sticks out even more causing a bigger risk for it to get dislodged again. After cutting holes in our wall which we were not even asked in the first place for permission, Smith and Douglas is refusing to fix the rest of the damage caused by the poorly installed pipe and the damage they caused by cutting into our wall to fix the pipe. The damage and the pipe are both clearly covered in our year long warranty. In the warranty, it states Operation of the heating and air conditioning system in your new home is warranted to be free of defects in material and workmanship for one year after closing. I believe a pipe poorly installed falls under the workmanship portion of this warranty. Smith and Douglas needs to fix the damage.I have sent multiple emails with no response

  

  Business Response

  Date: 08/27/2024

  Our ******************* was contacted with some issues that were warrantable and they were all taken care of. 

  On 4/29 there was an issue with the garage door that was corrected.

  On 5/9 there was an issue with a HVAC which resulted in a high electric bill and once investigated and issue diagnosed, ******** was reimbursed by our HVAC contractor for the high bill.

  On 5/23 there was an issue with a small hole in the drain line from the dishwasher which caused a leak and replaced the drain line and made all necessary repairs to cabinet, trim and flooring.

  On 7/26 customer reported a leak in the wall. We believe that the condensation pipe break/disconnect is of a result of being hit from the outside of the home and most likely from a lawnmower as we have seen that happen a few times before. Our Warranty *** did send out HVAC to cut open wall and verify the leak was from a damaged condensation line. Our Warranty *** advised the Homeowner to call their insurance company as this was not a warrantable item as it was damaged. Our Warranty *** and Area Construction Manager met with Homeowners last week and explained this to them and once again advised them to call their insurance. 

  SDH has always stood behind all warrantable items listed in our warranty manual which all Buyers receive. We have done that in this case as evident of the warrantable items that were corrected. Please reach out to me with any further questions. 

  Sincerely, *************************. 

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22090843
  
  I am rejecting this response because:
  The pipe was not damaged at all or hit by a lawnmower or anything else. The pipe was poorly installed by Smith and Douglas. It is ridiculous to not own up to the subpar work they did and all the damage it caused. When you have this many problems within 3 months of moving into a brand new home, it is not the homeowners fault. It is poor workmanship. Very disappointed in this company and their customer service. We were ghosted for weeks and then received a meeting with two workers that were extremely rude and unprofessional. Will never buy another Smith and Douglas home and recommend that no one else does.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/04/2024

  All

  Two representatives of SDH visited the home to discuss the condensation pipe. Both employees have been with SDH over 5 years and are courteous and professional. SDH contends as stated before that the condensation pipe was performing as intended until disturbed. I have seen this happen several times in the last few years. 

  The home closed in April and through the months of May and June there were no issues. The leak occurred later on sometime in July. It is an unfortunate circumstance however it is not a warrantable item and that is why SDH Representatives suggested to Homeowner to notify their insurance company. Thank You

  ************************* VP Operations, *******

• Initial Complaint

  Date:07/23/2024

  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 have attached two PDFs. BBB complaint against Smith Douglas Homes.pdf contains the description of the problems and the desired solutions. 143 ****** Circle warranty issues.pdf is a supporting document for one of the issues.

  

  Business Response

  Date: 08/01/2024

   

  We assign to the homeowner all warranties furnished by the manufacturers, and we have no obligation under any manufacturers warranty. It is the homeowners responsibility to file all appropriate registrations with each manufacturer.
  
  The overhead garage door on your new home is mounted with rollers and springs for easy operation. Garage doors do NOT seal against the elements and may show some light at the edges. This is not considered a defect.
  
  As it states in the warranty book. The care of the lawn and landscaping is the homeowners responsibility. Because we have no control over the conditions to which your yard is subjected nor the amount of care given your landscaping after closing, there is no warranty on lawns, shrubs, trees nor any other vegetation. Erosion control is the homeowners responsibility as well.
  We did as a courtesy fill in the low spot and put new sod, I did a drive by on 8/1/24 and it looks good the sod has taken hold and has turned green.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22034990
  
  I am rejecting this response because:
  
  SDH said: "We assign to the homeowner all warranties furnished by the manufacturers, and we have no obligation under any manufacturers warranty. It is the homeowners responsibility to file all appropriate registrations with each manufacturer."
  
  COMMENT:  It is Smith Douglas Homes' responsibility and legal duty to accurately inform and disclose to the homeowner/purchaser of the appropriate registration requirements.  It is absolutely Smith Douglas Homes' responsibility and legal duty NOT to misinform and fail to disclose to the homeowner/purchaser of registration requirements.  Branson on behalf of Smith Douglas Homes said "Here is everything you need to register your stove, microwave, dishwasher, Lennox unit, etc. Everything you need is in this folder (and hands me a Smith Douglas Homes folder) and here in this drawer." (pointing to a kitchen drawer) 
  
  This was misinformation.  I am not saying Branson or SDH did this intentionally.  I am sure that was not the case.  However, that mistake still creates a problem.  There was no information or documentation about the attic unit provided.  My husband, ****, has been in the attic many times replacing the air filter or performing maintenance on the condensate drain.  Right before I filed the BBB complaint, he just happened to find a pile of materials off to the side (what appeared to be left-over builder/contractor installation garbage that whoever didn't bother to clean up) that included Honeywell Home installation instructions and the unopened Lennox Installation Instructions packet that has the information (Model # and Serial #) for the attic unit.
  
  Your misinformation led a first-time home buyer into thinking the information you provided (for the outside unit) was all that needed to be registered.  This was NOT correct.
  
  ADDITIONAL COMMENT:  ******* also at the pre-inspection told **** and I with our agent present that, yes, we could install an electric stove.  That would be no problem.  The electric wiring to do so was in place.  
  This was his response to **** asking point blank if that was possible since we would prefer an electric stove.  **** asked since he figured ******* would know and it would not require pulling out the Stove or looking at the breaker box/panel.  It was AFTER closing when we pulled out the new/unused gas stove that we were going to sell that we discovered that ******* had also misinformed us about that and I have the agent as a witness in addition to **** and I.  Therefore, the failure to correctly inform and/or to misinform as it pertains to the attic Lennox unit was NOT an isolated hiccup.  Obviously, nothing can be done about ********* failure to provide correct information regarding the missing 220V electrical outlet behind the stove.  There is no 220V electrical outlet and he was 100% incorrect about being able to install an electric stove with the house as-is.  That is unfortunate, but we chalk that up as a learning ****** to just look ourselves and not put too much stock in what the builder is saying.  Not being able to trust what the builder tells you is less than ideal, but that has been the case for us in a couple of these instances.
  
  ---
  
  SDH said:  "The overhead garage door on your new home is mounted with rollers and springs for easy operation. Garage doors do NOT seal against the elements and may show some light at the edges. This is not considered a defect."
  
  COMMENT:  Nothing about the garage door was part of this BBB complaint.  The issue was part of the original *** that was submitted to SDH on 06-14-2024 to document warranty issues, especially the low spot/sod issue next to the driveway.  That *** was simply included here in this BBB complaint since the warranty issue with the low spot next to the driveway was thoroughly documented in that *** and I would not have to "reinvent the wheel".
  
  ---
  
  SDH said:  "As it states in the warranty book. The care of the lawn and landscaping is the homeowners responsibility. Because we have no control over the conditions to which your yard is subjected nor the amount of care given your landscaping after closing, there is no warranty on lawns, shrubs, trees nor any other vegetation. Erosion control is the homeowners responsibility as well.
  We did as a courtesy fill in the low spot and put new sod, I did a drive by on 8/1/24 and it looks good the sod has taken hold and has turned green."
  
  COMMENT:  To be clear, since your comment seems to ignore what was clearly documented in the *** I provided to Smith Douglas Homes on 06-14-2024, the low area next to the driveway was present at the pre-inspection with the Smith Douglas Homes builder (Branson).  ******* commented about it at the pre-inspection and he, ****, and I discussed having that fixed.  This was pre-inspection, way before closing.  He indicated that we should just submit it as a warranty issue.  Now, maybe that is NOT the correct way to handle it since it was an issue at pre-inspection.  That is something you need to talk to ******* about.
  
  Then, about three weeks after closing, *********************** (which ****** in the Smith Douglas Homes sales office had recommended for installing sod in the back half of the property) confirmed that, yes, what ******* had said was correct - we should submit the unusually low spot/area next to the driveway as a warranty issue.   The warranty issue was submitted on 09-01-2023.  The issue was "fixed" on 09-25-2023.  Of course, after watering the area every day for six weeks and then every other day until the first frost, it became clear in the spring that the area had slowly sunk again.  So, the issue was reported again on 04-28-2024 since the previous "fix" didn't fully work.  Someone came unannounced and performed this sad sorry of an excuse fix on 05-30-2024.  On 09-25-2023, at least the guys that came unannounced put down green reasonably healthy sod, not this ***** yellow almost dead sod.  I have watered that area every day since then and still to this day, the sod/lawn in that area where it was "fixed" is worse than it was when I reported it on 04-28-2024.  To be clear, the area is reasonably level with the driveway, but has sunk a bit.  However, the sod is not doing as great as you let on.  If the area sinks much more over time, then you will come and fix it.  Time will tell, but it turns out the original fix didn't have enough dirt packed and compressed to hold up over time with settling and the natural compacting that takes place.  We made a point to not walk on it or to drive on it.  Since the guys on 05-30-2024 again came unannounced and I have no idea what they did, I do not know if they took any more precautions to make sure the ground was adequately compacted to compensate for the natural settling and compacting that would/will take place.
  
  ADDITIONAL COMMENT:
  
  Our attorney instructed us to first give you an opportunity to amend your failures to accurately inform and provide truthful full disclosure before the Attorney General is contacted or other legal action is taken.  That is what we are trying to do, inform you of the problems and give you an opportunity to address the issues.  1) In the case of the Lennox attic unit, I am asking you to reach out to them on our behalf.  We did not drop the ball and just fail to register the attic unit.  I/we thought we were registering everything that we needed to register based on what we were told by ******* and what we were given.  Perhaps the fault lies partially with your contractor, D&L Heating & Air, because maybe the important Lennox material with the attic Model # and Serial # should have been with the other material Branson gave us (folder and in the drawer).  All I know is we were not given that information.  2) Hopefully, the low area by the driveway will NOT sink any more and will be okay, especially with a fall, winter, and spring to take root and get healthy.  Time will tell.  But, I/we have done everything we can to be proactive and keep SDH in the loop since the very beginning when the house/property was purchased.
  
  
  Sincerely,
  *******************************
  

  

  Business Response

  Date: 08/13/2024

  I reached out to the homeowners on 8/09/2024, I explained that I have no control over Lenox policies, but I would reach out to Lenox for them to try and get all their units registered.
  I requested they send me their information, of which they have. I will be reaching out to ***** this week.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22034990
  
  I am rejecting this response because:
  
  Yes, ****, has spoken to **** a couple of times about the Lennox issue.  This is ongoing.
  
  **** has not said anything about the 2nd issue (the sod next to the drive-way).  Granted, that seems to be more of a wait and see issue.  That said, the ground in that area has sunk/settled/compacted more.  Not that Smith Douglas Homes shouldn't have done a better job of having whoever handling that listening to what had already happened and taking that into account when fixing it in May, but they don't seem to have paid attention to what **** and I told them.  So, they didn't compensate properly for the settling/compacting that would take place and here we are again.  I think we are going to have to put more dirt/sand/grass seed to compensate for the settling/compacting.
  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/28/2024

  1- Mr. &***********************,
  Smith Douglas has exhausted all efforts and paths that we have to resolve your situation with ******. This is the final reply that we have from ******:

  It is the middle of summer heat, so warranty ***** is in full swing.  Clerical corrections will take back seat to active warranty part claims so we can get systems up and running quickly.  This may take a little longer than usual.
  They have the next steps in helping to resolve this for you. There are no further avenues that Smith Douglas can take in this matter.

  2- I have spoken to ********************** on 8/28/2024, and he let me know that he was taken care of the low spot by his driveway, so I closed out the claim.