ComplaintsforReinbrecht Homes

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I built my home and closed on my home January of 2021. I noticed bowing and detachment of our siding across the whole backside of our home. I contacted Reinbrecht on January 19th, and they said that since it's barely over 2 years they won't cover siding repair. This is covered under a 2 year build warranty. Mine was only a few days past the 2 year mark. I got an independent contractor out today. The contractor said that they didn't attach the top 2-3 levels of siding, but put screws in intermittently to hold it in place. So over time moisture and elements have created a bow in the siding due to the pressure of the screws that shouldn't be there. Same with the trim at the top. So, we will be replacing about 200 + feet of siding and seeing what moisture problems we face due to this. I wish they would fix what they did incorrectly the first time.

  

  Business response

  02/21/2023

  This client did reach out to us with concerns about their siding on January 19th, 2023 and they moved into their home on January 12, 2021.  We did reply that the home was out of warranty, but that the installer of the siding was ******** ******** and we recommend that they call them directly to see if they were able to come do anything about the siding.  If the siding had been installed incorrectly as claimed, ******** would have fixed it with no issue.  The next communication we had from the client after recommending they call the installer directly was this claim with the BBB on 2/8/23.  We then contacted ******** ******** directly and they had no call logs or communication with the client.  We then asked ******** ******** to call the client directly.  ******** ******** called multiple times and left messages with the client and the client never returned the calls.  We then reached out to the client to see if we could get in touch with them and we were finally able to talk over the phone.  The client informed us that they had already called someone else to repair the siding.  We told them that ******** would come out and repair the siding and they declined to allow them to do so and rather asked if we would pay for a third party to fix the item.  We declined to pay for anyone else to repair the siding, but ******** is still willing to repair the siding if it has not been fixed yet.

  Customer response

  02/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I contacted Reinbrecht as seen per email attachment on 19JAN23. ***** responded that it was not covered, and ******** would be best to reach out to but there would probably be a charge. Never once mentioned they’d cover it. 
  I contacted ******** by phone that day and was told to email the email address I did on the 20th (see attached email). I never heard from ******** after I emailed them.  ***** called me on 14Feb23 saying that they would fix my siding now. This was after I filed the complaint. 
  I told her that I reached out by phone and email and never heard from them, so I already had a contractor coming out to fix the siding. It has now been fixed and I asked via phone if this would be covered. She said she would look into it and let me know because a third party is not the norm. I was never emailed or called regarding this follow up. ******** called me after this phone call on 15Feb23 (see listed picture with missing 270 phone number). 
  I would like the repair to be covered as the original installation was improperly installed, and I was not followed up with regarding this matter. 

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

  

  Business response

  02/28/2023

  I have attached the call log from the cell phone provider for ******** ******** showing where they called to try and schedule the repair on both Feb. 9th and 10th.  They even left voicemails.  These calls were never returned to ******** so that the repair could be scheduled.  Despite the fact that this item was out of warranty, working with ******** we have tried to correct the issue.  If the client has returned the phone calls the repairs would have been made at no charge. 

  Customer response

  02/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I never received a response from Reinbrecht stating that ******** would cover the siding financially, nor did ******** state that in the voicemails. ******** did contact me after a BBB complaint was placed. This was over two weeks after I initially called ********, and they told me to submit pictures of my siding issues and my home address. I was told by ******** that they would be in contact with me. They never responded, so I reached out to an independent contractor. Once a BBB complaint was filed, Reinbrecht contacted me immediately followed by ********. I told ***** that I had reached out to ******** and never heard back so I already had a contractor review the issues, order the siding, and planned visit the same week. I asked Reinbrecht if this would be covered since the installation was done improperly around the whole house on the top 2-3 rows of siding. ***** stated that they would have to look into this matter and get back with me, but never did. I was never followed up with regarding if this would be covered financially since I had to use an independent contractor. I feel that it should be covered if the initial installation was done improperly, and I tried reaching out to the business that Reinbrecht recommended, and they did not respond until a BBB complaint was filed. 
  

  
  ***** *****

  

  Business response

  03/07/2023

  The siding was not installed improperly and this was past the warranty period.  ******** attempted to handle the matter and the client did not respond to communication attempts.  Siding pieces do come loose from time to time and they also happen to buckle and get wavy, this is the nature of this material.  The minor issue with this siding was not an emergency.  Siding is not a water proof product in any way shape or form.  The house wrap is what keeps water out of the home.  At no time was there any concern of water getting into the home, this was a non-urgent matter and the client decided to make it one.  If they had simply responded to ******** or waited for their response they would have taken care of the minor siding issue at no cost.  Reinbrecht Homes nor ******** ******** will be paying for the work that was done by another contractor.

  Customer response

  03/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The siding had to be replaced around the whole house for the top 2-3 rows because it was not installed/attached properly. This was not a small bowing or small piece that came off. The negligence of properly installing this could cause water damage. The company should pay for the customer having to replace this due to the fact that it was improperly installed in the first place.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About a year after we moved into our house we woke up one morning and half of our lights weren't working. I called Reinbrect and they sent an electrician out.He said that a leg was hit while backfilling, which was done by Reinbrect. He Put a splice in the cable underground of which I didn't agree with to begin with but It did work.Now 3 1/2 years later the same issue has arose.I called Reinbrect and they told me the electrician wouldn't warranty something that happened almost 4 years ago. I would agree had this been something I done or caused but it wasn't it was an issue from their backfill company and the splice underground instead of running new wire. I will say I have had numerous issues with this house and most were fixed until now. I understand it's been four years but service wire should last a lifetime if installed correctly.

  

  Business response

  02/15/2023

  There are a couple of inaccuracies in the complaint.  The homeowner moved into the home in mid March 2019, the official date we have on record is 3/21/19.  The issue he experienced with losing power to part of his home did happen, but it was in May of 2019, just about 2 months after moving into the home.  Our electrician determined that the cause of the problem was due to the electrical feed line running to the house had been damaged.  It was not determined who damaged the line, but our electrician opted to repair the line regardless at no charge.  A photo of the repair is attached.   Our electrician used a spice method to repair the line, here is a link that discussed this method ***************************************************************

  The homeowner has now been in the home for nearly 4 years without incident and is our of the warranty period.  In addition, the homeowner has not provided us with any information or photos that show what caused the new issues with the electrical to the home.  If he can provide proof that the splice failed, then we will be able to attempt to speak with the manufacturer of the splice kit to see if that is under warranty still.  This would be the only course of action we are able to take due to the warranty period being expired and there being no evidence of what or who caused the issue with the home.

  In addition, we have been in contact with the homeowner since this claim was filed and he sent us photos of the panel and electrical systems.  In his photos we can see that the system had been modified since we originally installed it. The most obvious item is a ground wire was added to the system that was not there when our electrician installed the system.  Photos are attached.  There is no way to determine what else might have been done to the system in the nearly 4 years that could have contributed to the issues being experienced.

  

  Business response

  02/22/2023

  Our response has not changed.  The warranty period is well expired and there has been no proof provided of the actual issue that caused the problem.  In addition, the photos that show the measurements of how deep the line was buried are very poor and are right at the point where the lines go into the home.  The line has to rise at some point to be able to connect to the home.  There was also no damage to the line at these points and are clearly not the issue with the power interruption.  The lines were buried well past any code requirements throughout the main run through the property.  Our electrician has the same stance on this matter, if proof has been provided that his install caused the issue he would have went and corrected the issue.  Without any proof of the cause of the issue, it falls under the warranty which has expired.  Now that the client has hired someone else to run a new line there is nothing else that we can do with this matter.

  Customer response

  02/22/2023

  The photos are plenty clear. You can clearly see it is at 13 in on the tape measure which is not code.It was measured at roughly 3 feet from where it comes out of the ground, so it's not too close to the conduit.It is exactly at 18in where it comes up at the other end so evidently not impossible just incorrectly installed.I couldn't use you or your electrician because when I called you told me it wasn't yours or your electrician s fault, that I needed to call my own electrician.We did end up finding the bad leg it was about 6 foot off the edge of the driveway.We dug many test holes found it ranging from 14-20in.Had it been installed right probably never would have happened.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Reinbrecht Homes to build my house. I had issues with them the entire process. Not wanting to fix their mistakes, not caring if the work was up to par, and damaging property while "fixing" mistakes. Recently I did a walkthrough, made a list of everything that was damaged, improperly installed, or work was done incorrectly. Went through entire house and had a professional check to see if walls were plum and/or level. All walls with exception of 3 where exceeding what quabs allows, to my understanding. List of improper install, damages, or work that goes against what quabs allows. Kitchen: 1. sink improper install, countertops 1" vs 1 1/8" 2. Countertops over 1/4" away from wall 3. Dishwasher- crooked and install bracket damaged 4. Cabinets- trimmed and improper install causing gaps between sink and cabinets, and stove and cabinets 5. Drywall damage and pitiful outlet "fix" Downstairs: 1. Electrical box damaged 2. Drywall damage, walls not level or plum. Causing loss of sq footage, and over quabs allows. 3. Toilets not caulked around Upstairs: 1. Trim around dryer vent missing 2. Master sink gap between wall and countertops 3. Caulking INSIDE electrical box master bath 4. Utile shower improper install multiple areas is bowed, but not consistent in any way. 5. Couple windows do not stay up Outside: 1. Gutter leaning forward away from house. Clear to see just by glancing. 2. No protrusions caulked 3. Lawn never seeded. Should have been done 2 months ago. I have called multiple times. In order to correct all of these issues, all trim, drywall, and some flooring would have to be removed. Bent or bowed studs replaced, and then everything put back together. New countertops, cabinets repaired or replaced, sink and dishwasher bracket replaced and reinstalled correctly. I would never let Reinbrecht Homes back in my house again. I have attached pictures, inspection report, and email response from builder. Would cost at least $55k-63k to fi

  

  Business response

  01/04/2023

  Business Response I have attached several documents pertaining to this complaint. The last communication we had from the ******* was in July and they indicated that everything was complete and satisfactory with the exception of a few small items that we were waiting to arrive. We have completed those items since and they signed off on the final loan draw and closed on the home. You can see the details in the attached email correspondence about this. I have also attached the home inspection report from the third party inspector hired by the ******* as well as their signed off punch list that was performed by one of our representatives as well as the ******** They were happy and satisfied at the time of the walkthrough. It is our professional opinion that the home currently meets or exceeds all quality and safety standards, including the Indiana Quality Builder Standards as all of our homes are built. It also meets the 2-10 Home Warranty Standards as this home purchase included a full 2-10 Home Warranty as is standard with all of our homes. This home passed all of the inspections from Posey County and I have attached the certificate of occupancy showing that the home passed all of their inspections. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I felt forced to sign off. Reinbrecht Homes refused to address majority of the concerns that I voiced multiple times. They stated that all of the work was within Indiana Quality Building Standards. But as they should be able to see by the pictures I have posted that is absolutely incorrect. I have been lied to multiple times by Reinbrecht Homes when it came to the concerns I had voiced to them, including safety matters. Furthermore, there have been many issues that have popped up since I closed on my house. For example the stairs, and the fact that I can stick my hand all the way down on both sides of each step. I was told by Reinbrecht that the gapping between kitchen counter and stove would be corrected by adjusting the legs on the stove, when in fact it's because they failed to use a level and the counters and cabinets are improperly installed. I was told that the tack stripping was corrected. Come to find out later, that they fixed the thresholds but the tack stripping is exposed all the way around in every room. I was told that certain walls that clearly are not plum, were due to "no perfect pour when it comes to foundation." When in fact the pour may not be perfect, but if the builders would have used a level and thrown out any bent studs then the walls would still be plum. So I did sign my punch sheet, but only due to the facts I felt pressured to, they lied to me about what was "fixed", and they refused to fix any of their other mistakes/safety issues/or improper installs. I couldn't even get one of the owners to meet with me, or respond to my calls. Then when I had time to actually go around and measure everything, come to find out they lied about their work being within Indiana Quality Building Standards. I paid Reinbrecht Homes a large amount of money for a service they were unable and unqualified to execute. I want the asked amount of my money refunded, in order to have a qualified builder complete the job correctly. For Reinbrecht Homes to keep my money for a job they were unable to correctly complete is stealing. Consumer Response ***Document Attached*** $250,000 plus on a brand new home never lived in, and I have spikes sticking out of the floor everywhere. Definitely not in Quabs. But when I brought this up to Reinbrecht, I was told by their Employee ****** "well you'll have that with carpet." Which is absolutely absurd. Picture of one of the thousands of spikes around my house, and a picture of one of the injuries I've gotten from them. Business Response We did not force anyone to sign off on the walkthrough. If there was an issue with anything we would have addressed it, and we will still address it. We include a 2-10 home warranty with all of our homes and we stand by the homes. If there is anything found to be out of the QABS or 2-10 Standards we will take care of the issues. If they can provide evidence of anything out of standard in the home, and they give us the opportunity to verify it is out of standard, then we will gladly repair the item. To address the "spikes", the customer is referring to tack strips which hold the carpet in place. These are used as a standard item in the industry to hold carpet in place. They are only in place on the edges of the carpet and it is possible to get "poked" them, but this is needed to keep the carpet in place. In situations where carpet meets a doorway, we do the best we can do bend the spikes over to keep them from causing any injuries, but it is not always possible to get them perfect, again they are holding the carpet down. If they are bent over completely flat, the carpet will not hold properly. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I understand that the tack stripping is used to hold the carpet down. But it should never be exposed through the carpet around every wall in every room like it is. As you can see from the pictures, it is indeed exposed. It is an absolute lie that Reinbrecht Homes was willing to fix or address any/all issues. I had a meeting with ***** about the inspection report, where she stated they would not be fixing majority of the issues. Also on my walk through I was told by ****** that the issues I brought to her attention would "not be fixed. No we won't fix that. We would have to tear down walls, and we just won't do that." My contract says I would be paying for 1,983 sq ft. Because the measurements and walls are so off I am not getting the amount of house I paid for. Along with the many other issues I asked to have corrected, but was told simply no. So yes I felt pressured to sign the walk through paperwork. Reinbrecht Homes was calling my bank pressuring them for the final payment, and putting their foot down and refusing to fix the issues or mistakes on their part. I would be happy to meet with a Reinbrecht owner, Indiana Builders Quality representative, and a representative of the BBB to have a walk through on my house to show the poor quality of work and improperly installed issues. I absolutely would not let Reinbrecht Homes fix any issues in my home at this point. They have proved the poor quality of work that they produce, and that they stand behind it. I want my money back that I paid them for a job they were unable to execute. So I can hire a qualified contractor to successfully correct and complete the job. Consumer Response ***Document Attached*** More issues just continue to arise. Now in the entire upstairs, the ceiling and walls are all cracking apart. Looks like Reinbrecht Homes failed to use drywall tape or mud around the entire ceiling/wall meet, and instead used caulk to try and cover it up. I have attached pictures of this. The amount to fix this was not added in the amount I initially asked to be refunded. This will need to be added on after I receive a quote to address it. Business Response As stated previously, we would be happy to come inspect anything that customer believes to be out the quality standards agreed upon within our contract. Anything that is out of compliance we will correct or repair. We will not pay for repairs performed by anyone else as this is not in compliance with the contract. The claim that the house is somehow less square footage than stated is frivolous. The square footage of homes is measured from the outside walls of the home and the home is the accurate square footage per the plans. Drywall cracks are normal in a new home and our contract clearly states that we will return to the home after one year after a homeowner has been living in the home to correct any necessary drywall cracks or nail pops. A simple online search will confirm that new homes have these issues all of the time due to the woods materials in the home drying out fully over time. A simple call to our office to get on the schedule for these repairs will get them taken care of.

*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. ↩