ComplaintsforHeller Homes

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In may of 2022 we built a home with heller homes when given explanation we were told that we had a 90 day and 1 year to fix anything in the home. We recently called heller home in regards to a outside faucet that was not working wasnt sure why we were told to contact our plumbing company which we did and they even had stated this was covered under warranty the invoice shows warranty. We were all set to have our year repairs completed and now they are stating we owe them 564 dollars for a faucet repair that should be covered under warranty so now they refuse to complete any repairs to the home as promised. I went with heller homes as we trusted them and now we cant get these repairs done as they are stating the outside faucet was not covered. I have attached the items that need completed and they refuse

  Business response

  07/10/2023

  Hello, 
  

  I had an extensive conversation with the warranty department to fact find as much as I could. Here is what I found. 
  

  We closed on the home for **************** on 4/29/22.
  

  Heller Homes provides a 1 year bumper to bumper warranty which would have expired on 4/29/23. 
  

  On September 11 22 we received a list from **************** of issue in the home. Just for clarification, we provide service at 30 days and 11 months. *his is signed off by the buyers. We are happy to provide flexibility on when we come out so we were trying to take care of the list that was submitted in september. 
  

  *he warranty department responded on 9/12 with some questions on the list that was provided
  

  We got no response so we followed up again on 9/23
  

  Still with no response we followed up again on 10/13. 
  

  On 10/24 we finally got a response stating that he wanted to proceed,but still didnt answer the questions we had on the issues he presented. He said he would get pics in a few days.
  

  On 10/25 we asked for clarifying pictures so we knew what to tackle when we went out
  

  We never got a response providing pictures. 
  

  Finally on 5/12 the homeowner called in and talked to the warranty department and discussed the spigot that froze over the winter. 
  

  In that conversation the homeowner was told that this was not something that was covered due to it being outside of the warranty and we do not replace frozen lines due to a hose being hooked up. We provide tips specifically on how to avoid this from happening and the homeowner would have signed off on that. 
  

  In that same conversation, **************** was verbally told that this would not be covered and we provided several numbers of plumbers who could help him out. *hat same day he called t and t plumbing and heating. He explained his issue and they advised that he call a leak detector. Once *************** had the leak detectors locate the frozen line, he then called t and t to come out and address the issue. * and * mentioned to Heller Homes that *************** said that Heller Homes was to pay the bill and for that reason the paperwork said "warranty". Heller Homes never told t and t or *************** that this would be covered. 
  

  All while this was going on, we finally got pictures, on 5/16,of the warranty items that needed addressed. We have tackled everything that is outside of the agreed upon tolerance with the exception of the in house warranty items that a Heller Homes employee will tackle. We have even taken care of some items that did not require action. 
  

  Many of the pictures that **************** presented have already been addressed or are not something that would be addressed. 
  

  Heller Homes has since paid to t and t invoice to keep a good standing with them. We are more than happy to address the remaining issues we have communicated to him as long as he reimburses Heller Homes for the * and * bill. 
  

  All email interactions can be provided if necessary
  

  I am sorry this happened to him but I believe we have gone about this in a very fair way.
  

  We can get a tech on the schedule to wrap up his outstanding issues as soon as there is a resolution to the bill.
  

  ********

  Customer response

  07/10/2023

   I am rejecting this response because:
  
  I was told that we would be contacted for the year as we had passed the 90 days, which I Agreed too I also have health conditions and still work full time( there was hospital stay not that its anyones business). When I reached out in September they said someone would reach out at the year so again I hoped they would honor their end I never heard from anyone till I reached out . Why would I blindly accept work that was going to cost out of pocket 564 dollars if I wasnt told it was covered under warranty. Again, they have not honored their part as they are hold our repairs to cracked walls none of those photos that I added was work completed the only items competed were the pantry shelves( which I dont think they fixed this) and the shower scratches were completed. Mostly everything left over are giant cracks in the dry wall. 

  Business response

  07/11/2023

  I am more than happy to address the items that are seen in the pictures. The two photos of the cracked concrete appear to be within tolerance but we are going to measure and provide advice after taking a look. 

  I have attached the signed warranty agreement that *****************************, the legal owner of the home, signed. It states that once the warranty period expired (4/29/23) homeowner shall assume complete responsibility and liability for any and/or all repairs associated with the residence except for any manufacturer's warranties. A hose bib that froze over the winter would not be covered. 

  On the second document you will clearly see that plumbing is not covered under the 10 year warranty. 

  I feel bad that there was a misunderstanding but nowhere was the complainant told that this would be covered. We tried to help and provide contact of who to call that could fix it but we never claimed we could be covering an expense. 

  In good faith I would cover 1/2 of the cost just to put this behind us. If the **************** would issue a check for 1/2 of the amount due, we will finish out the remainder of what we are promising to do. 

  I think that is more than fair and I hope it is seen that way from both parties. 

  ********

  Customer response

  07/11/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Just so we are on the same page everything minus the cracks in the concrete will be fixed after about 282 is paid? 

  
  

  Thank you.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Builders contractor poured a sidewalk and left excess concrete waste and excess gravel in the curb. I have sent two emails with no response from builder as to when they will have it cleaned up. From dealing with builder I have a feeling they will say it is not their or their contractors responsibility to clean it up. This needs to be cleaned up so I can prepare for the final grade which I elected to do myself. The excess was created by the builders contractor and should have been cleaned up instead of being left in curb for me( the home owner) to deal with. The builder continues to talk about their bottom line and having excuses around why its not their responsibility instead of ensuring quality of work.

  Business response

  05/26/2023

  We are removing the concrete

  Customer response

  05/26/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

*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. ↩