ComplaintsforOrton Homes LLC

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home from Orton homes in September of 2023. There were issues with the home that they needed to come back and fix after closing and they never did. I have a couple of gouges in my shower from a contractor dropping something, it was put on my walk thru papers prior to closing that they needed to repair it. They were supposed to come back after closing to fix it and never did. The biggest issue is my driveway. It is pitting all over. I took pictures in November of last year and sent them to Orton and never received a response back. I then tried contacting them for months without any luck. When I finally did get a hold of someone in the spring they told me they were busy and would get to me but never have. I was told they had many customers to get to because the business was basically not operating for months due to failed leadership. After constant hounding, I finally received a list of contractors they used and was told to reach out to them, which I feel I shouldn't have to since I just spent $500,000 on a house. I contacted the concrete company, L&A concrete, to look at my driveway. They called their concrete supplier and were told it is Orton's problem to fix because Orton decided not to use import sand and that is why the pitting is happening. So now I am getting passed back and forth and I just want this resolved. I should not have to pay to repair my driveway because they decided to cut corners.

  

  Business response

  09/04/2024

  Good morning, 

  We appreciate your concerns and opinions, however, Orton Homes does not choose the quality or type of sand used in a concrete pour. We allow our contractors to use their experience and knowledge to do what's best. We do not contact the concrete supplier directly. Please share that communication thread with us. We want to ensure our buyers are not receiving misinformation. Sometimes, concrete doesn't go as planned due to unforeseen issues such as weather. We have provided the contractor's contact information which is always the first step in attempting to correct a situation. We were not aware of the reply you received from the contractor until now and are happy to mediate as best we can. If it is a warrantable claim, we are happy to resolve. 

  Customer response

  09/04/2024

   
  Complaint: 22232085
  
  I am rejecting this response because:

  I have tried reaching out to Orton to let them know what the concrete company told me without any luck. The mailbox is full so I am unable to leave a voicemail. I want someone to reach out to me directly to tell me how this is going to be resolved. I started notifying you of a problem 2 months after I moved in and nobody in the office helped me resolve it (when I could even get in contact with someone). I shouldn't have to be the middle man. Especially when I'm getting two different stories for both companies. I keep getting passed around and want someone to take action to get this resolved and I certainly don't want to be told this isn't going to be under warranty anymore due to how long it has taken for me to get in contact with someone when I brought it up back in November of 2023 and then again in April of 2024. I have the emails if you would like them.

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

  

  Business response

  09/04/2024

  Thank you for your reply. I can not speak for previous employees, but we do have a new warranty team member and they are happy to help assist. We do try to allow our buyers to schedule repairs with the contractor directly to keep the process stream line for our buyers. As mentioned in our previous reply, we will continue to take the required steps to work through the warranty process with our buyers and help determine if a request is or is not warranty. We are working through all warranty requests and resolving them in order of urgency.

  Customer response

  09/04/2024

   
  Complaint: 22232085
  
  I am rejecting this response because: I would like to be contacted by someone in your office to determine next steps to get this resolved. The contractor has pretty much said they are not responsible for repairs, so it sounds like it would not be under warranty. It sounds like they are trying to pass this off onto you guys. So I believe you need to speak with your concrete company and get on the same page so this can get handled one way or another.  I feel like this should be deemed an urgent matter since I have been trying to have something done about this for nearly 1 year. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home from Orton Homes on 1/31/24 for the amount of $418,000. Prior to closing, I requested a list of repairs be completed by Orton. The indoor repairs were completed, however the exterior repairs were agreed to be completed by 7/1/24 due to the current weather conditions at closing in January. Orton signed documents in my purchase agreement stating this. On 6/1/24, I emailed Orton's customer care inbox to request a timeline for when the repairs would be completed with no response. I have sent numerous emails over the last two months to multiple contacts, and the only responses I have received is that there is not timeline for when the work will be completed. I would like help facilitating the exterior repairs to my home with Orton.

  

  Business response

  08/12/2024

  Thank you for the feedback and suggestions. This home was purchased January of 2024 and still under our one year warranty policy. We will take care of any repairs as agreed to and needed. Our company has hired new warranty team members and are taking the time to ensure their training and knowledge of repairs are of the highest quality to better serve our customers. 

  Customer response

  08/13/2024

   
  Complaint: 22080642
  
  I am rejecting this response because: the work is not yet completed. I am willing to accept once the requested repairs have been fully completed to my satisfaction. The requested repairs are not part of the usual 12 month warranty process. The work I am requesting to be completed was agreed upon with Orton at the time of purchase and was promised to be finished by 7/1/24 per our signed agreement. I am requesting a schedule with specific dates for when Orton will come fix these issues.
  
  Sincerely,
  
  *******************

  

  Business response

  08/15/2024

  We are diligently working through all warranty requests. These items on the purchase agreement addendum will be handled as soon as possible. A date can not be given as we are at the mercy of contractors to provide the services. Everyone is busy and working as fast as they can. 

  Customer response

  08/19/2024

   
  Complaint: 22080642
  
  I can understand that you can't provide a time commitment for this but can you please provide direct contact information for someone at Orton that I can reach out to for updates on this? I am requesting a name, email address and phone number. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  If you are considering an Orton home run the other way and forget that they ever existed, this will save you the anger, frustration and heartache you will experience. Building a new home is supposed to be a happy, joyous, fun time but with Orton it will be a rollercoaster. The lot is the only reason why we chose Orton due to them owning it. I could start my complaint from the beginning but I would not have enough characters in the section to get it all out. As of right now 5/2024, we would like our warranty work done. Several phone calls and emails have been sent out and they all go unanswered. Orton Homes voice message states, "they value you as their customer", this is a lie. If they valued us as their customer they would return phone calls and answer emails in a timely fashion. We learned very quickly in our build that their communication skills ****. We moved into our home 11/2022, through out the year we updated our spreadsheet of our warranty work that need to be looked at or repair. It is now 05/2024 and we are still waiting for it to get done. We have trim work in the bathroom that is partially stained, this was supposed to be taken care of before we closed but it was not. In our great room we have flooring that is chipped wand an area where it is buckling, In a closet we have a crack where 2 sheets of dry wall join together. Our sliding door is not level, we were told it was installed incorrectly. In the garage from one side to the other, there is a crack in the ceiling. Our siding on the house has holes that should have been filled. The siding has areas where there are bubbles, this was pointed out before we signed and did not get taken care of. Our house looks like a 5 yr old did the caulking and painting of it. What I have listed is just a portion of what's wrong. We spent $538,000 and to walk around our house looking at these mistakes brings back the anger and frustration we experienced from the beginning.

  

  Business response

  07/23/2024

  Orton Homes is aware of these warranty requests, we have hired a warranty specialist who starts this Friday and we will be working through requests and others after prioritizing them according to the severity of the issues.  These issues sound mostly cosmetic, I would suspect that these buyers will hear from the warranty specialist within the next 3-4 weeks.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We choose Orton Homes to build our dream house. They had the best reviews and were so attentive in the beginning. However as soon as you close with them they are impossible to work with! We still have a number of items not completed that were on our initial walk-through and we closed in January of 2023!! We also have submitted our year warranty check list and nothing has been done in that either! I will list those items below. My bigger problem with them is we have had water in our finished basement twice now! The first time (Spring of 2023)they blamed it on the humidity of the house. We fixed the humidity, and we made sure the soil was graded properly in that corner. We also had the gutters trenched out away from the house. It seemed like it helpedin that time they ripped out walls and carpet and never finished putting it back together (so we had a brand new house that has been ripped apart for over a year now) Fast forward to this spring in the last two weeks were we have had 5ish inches of rain. And we have water again in the same spot! Sent an email with no response!! This is a brand new house that should not have water troubles! things that were on our walk through, our inspection, or year walk that isnt completed:Broken cement on patio Rock under propane tank Flooring upstairs needs adjusted Crack in tub downstairs Water corner not fixed (wall still not completed)Garage does not close all the way on one side Rock on north side of house not finished Siding not on patio post There is more but I am running out of characters unfortunately! We are very patient people and have been more than accommodating. We are over waiting! We dont feel like we have ever had a completed house because it has never been completed! Its extremely frustrating! This is the only way we felt we might get a response before we start reaching out to lawyers.

  

  Business response

  07/23/2024

  Orton Homes has an entire new staff since the ********* family has built their home.  I just now have gotten *******'s contact info and become aware of this issue.  We have a new warranty specialist that starts this Friday.  I will reach out to her before the specialist starts and we will make their repairs a priority.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We closed on our home 12.9.22. We still have punch list items, screens missing, window/sliding door scratches, roof issues, etc that have been communicated by email and phone. No one answers the phone, returns email and voicemail boxes are full. We have over 50 emails and phone calls with no resolution. We have had appointments with painters and 3rd party roof company that never has showed when scheduled. No one showed for our year warranty walk.

  

  Business response

  07/23/2024

  I have personally spoke to ******************* on a couple different occasions.  I know that a roofer has been to their home to address the warrantable issues on the roof which would be the first step in the process. I have explained to **** that Orton Homes does not come out physically to do a year warranty 'walk through' and that any warranty requests need to be submitted via their home owner paperwork, not via text/phone call/in person requests.   We have hired a warranty specialist who starts this upcoming Friday who will be working through these and other requests according to the severity of the issue.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my home in late-summer 2022 it is now April 2024 and the warranty work is still outstanding. When I email customer care, I don't get a response. When I call, nobody answers the phone. When I try to leave a message it says the mailbox is full. I've attempted at least a dozen times to get the warranty work completed. There are multiple items still outstanding and it doesn't seem like it will get done.

  

  Business response

  07/23/2024

  I have been to *******'s home and I am aware of the repairs needed.  Orton has hired a warranty specialist who starts this Friday and we will be working through *******'s requests and others after prioritizing them according to the severity of the issue.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  we have had a leaky basement for approximately two years with it not being completely taken care of. finally recently they did drywall and trim and carpet but now it needs to be painted and the bedroom closet racks put back in place. Ive tried calling Orton Homes for the past seven days plus emailed them with no answer back. Ive gone by their offices and you dont see any lights on or cars there. Im wondering if theyre out of business? I need to know how to proceed if theyre out of business thank you.

  

  Business response

  04/16/2024

  We have reached out to the homeowner and will have work scheduled by end of the day 4/16.

  Customer response

  04/19/2024

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

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear BBB,I'm addressing unresolved flooring issues in my ******, **** home, built and warranted by Orton Homes. Efforts to resolve this under warranty since June 2023 have been unsuccessful, affecting our home's use and enjoyment.Key Points:March 2023: Moved into the home, taking care to maintain the new flooring.June 12, 2023: Noticed and reported initial flooring damage. Orton Homes did not advise limiting use or suggest the issue could worsen from normal activities.June 13, 2023: Was told to compile issues for the 11-month warranty review.January 18, 2024: Submitted a detailed warranty claim. Orton's flooring technicians later identified additional areas of damage, attributing it potentially to poor-quality materials or installation issues, not misuse.February 20, 2024: Orton Homes denied a full warranty claim, offering only materials without covering labor.Impact: The unresolved and extended flooring issues have significantly disrupted our daily life, causing stress and inconvenience.Request: I ask Orton Homes to fully honor the warranty by repairing or replacing the defective flooring at no cost and seek compensation for the extended inconvenience.Thank you for facilitating a fair resolution.

  

  Business response

  07/23/2024

  Orton Homes has made a note of these warranty requests, we have hired a warranty specialist who starts this Friday and we will be working through requests and others after prioritizing them according to the severity of the issue.  We will pull this file and look into it.  I would suspect that these buyers will hear from the warranty specialist within the next month.

  Customer response

  07/24/2024

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

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased our home from Orton in March 2023. We have recently had a lien placed on our home because Orton has not paid the concrete company for work that was done prior to closing, in the amount of $5,800+.

  

  Business response

  04/08/2024

  This lien was filed outside of the 90 day allowance period from completion of work and was withdrawn on 2/27/24.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  House purchase and Warranty follow up.Initial contact date and contract signed 08/20/2021. Completion and Handover 10/21/2022. From the handover date we have reported issues for Warranty follow up. We have had multiple visit and inspection but much of the works as still outstanding. Communication with this company is boarderline non existent. The do not take phone calls or reply to or follow up emails in a timely manner. The last email we had was and of 2023 where they asked for access during the week beginning 01/08/2024 to which we replied affirmative. Since then we have not heard from them. We are seeking to have all our warranty work completed, some of which has been outstanding since November 2022. We have requested Orton Management to contact us to resolve this but they have failed to do so.

  

  Business response

  02/07/2024

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

  I am showing that your home closed in October of 2022. With our warranty process we have you submit your warranty items at 11 months which will allows us to gather everything throughout your first year. I am showing we were working on getting items approved and scheduled throughout the end of 2023. I do apologize about the confusion during the week of the 8th as I do show you stated your son was home that whole week. In our notes you called in 1/17/24 which was returned same day. I apologize that things have taken longer than expected to get repaired. I know that our ************* rep was able to come out and fix the siding that you were needing taken care of as they are working on another possible date to get you lined up. We do acknowledge the email you sent in yesterday and are working on getting these things rescheduled. 

   

  Sincerely,

  Orton Homes

  Customer response

  02/16/2024

   
  Complaint: 21145945
  
  I am rejecting this response because: As at this date 2/16/2024 - 1 month after last contact, We are again waiting for the company to contact us and arrange to complete these works. Unfortunately, this is not the first time this has happened and many times it means we are handed off to someone else and the whole process has to start again. The lack of communication shows that they are not taking our complaint seriously.  
  
  Sincerely,
  
  *******************

  

  Business response

  04/11/2024

  Orton Homes has contacted the owner of this home and will be meeting with them 4/17/24 to address their concerns.

  Customer response

  04/21/2024

   
  Complaint: 21145945
  
  I am rejecting this response because: at this stage webhave had the visit on 4/17 but we are yet to hear anything in regard to the visit. Unfortunately from previous history with this company, this has happened 4 times and we have to start the process from step 1 again and fight to have them communicate with us.

  We would like to hear from orton with a plan of how they are going to execute the repairs and a timeline of when this will happen and who will be completing the works.

  At this stage to ensure the works are completed we would also be opened to negotiating a compensation package to complete the works ourselves.

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

  

  Business response

  07/23/2024

  Orton Homes is aware of *************** warranty requests, we have hired a warranty specialist who starts this Friday and we will be working through the original requests attached to this BBB complaint and will repair them according to NAHB standards.  We will not be addressing **************** continually growing list per his slanderous ******** page.

  

  Business response

  07/23/2024

  Orton Homes is aware of *************** warranty requests, we have hired a warranty specialist who starts this Friday and we will be working through the original requests attached to this BBB complaint and will repair them according to NAHB standards.  We will not be addressing **************** continually growing list per his slanderous ******** page.

  
  

*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. ↩