ComplaintsforMcFarland Homes

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new construction home from McFarland at the end of October 2022. I have been living in the home for two months now. On the evening of 12/23/22 the furnace stopped working. We were told to call the furnace company with any issues. It being a holiday weekend no one answered and they had No emergency number. It was -10 degrees and we were without our working furnace with a 1 year old for multiple days. Monday comes along and we try calling and again no answer. We then tried calling the builders because our home is supposed to have a 1 year warranty and still no answer. At this point it is ridiculous for us to have no way to fix this issue and we call someone else out to fix it. The furnace had a faulty switch that needed to be replaced. The **** guy also stated that there were multiple issues with the way it was setup and the pipe outside was set up completely wrong and was too far from the house which caused the furnace to shut off in the first place. The afternoon of 12/26/22 the furnace is fixed and working again which we had to pay out of pocket for. The evening of 12/26/22 a pipe in our laundry room burst because it had been frozen due to the furnace and setup being faulty and not working. There is water damage on multiple walls and floors. We contacted McFarland and they stated they are not willing to do anything and that it is our problem even though these issues were caused by poor construction and incorrect setup. In addition to all of these issues there are also multiple other construction issues that have come up on our home including our entire **** system not working correctly, doors not installed correctly, floor issues, windows not opening correctly, counters and trim coming apart from the wall, and more. Our home is only two months old and was ******* and should have a 1 year warranty. We should not have all of these issues after only 2 months. I would like for all of these issues to be repaired.

  

  Business response

  02/01/2023

  Good Afternoon,

   

  The following is McFarland Homes response to BBB Complaint ID: ********

   

  Homeowner did not allow McFarland Homes the opportunity to respond and correct the issue with the furnace.

   

  McFarland Homes HVAC subcontractor, ***********************, has an answering service for after hours and emergencies.

   

  There was extreme weather conditions with below freezing temperatures and high winds from 12/22/22 through 12/26/22 in this ********** location.

  The homeowner states the furnace was not working from the evening of 12/23/22 to 12/26/2022.

  No calls were made to McFarland Homes or Four Season Mechanical between 12/24/22 at 7 AM to 12/26/22 at 8 AM. 

   

  Homeowner called an outside contractor on 12/26/2022 and McFarland Homes will reimburse the homeowner for the service call.

  The homeowner could have called an outside contractor at any time.

   

  The laundry rooms pipe froze sometime 12/24/2022 through 12/26/2022 when the homeowner states the furnace was not working and no calls were made to McFarland Homes or Four Season Mechanical between 12/24/22 at 7 AM to 12/26/22 at 8 AM.

  It is the homeowner responsibility to take appropriate precaution during freezing conditions to prevent water pipes from freezing or bursting.

  After the furnace was working on 12/26/2022 the pipe burst, which is normal when a pipe is frozen and then begins to thaw.

   

  The homeowner has a one year warranty with McFarland homes and is able to submit service request online.  The only service request or issues sent to us was about their furnace and frozen pipe and that was dated 12/27/2022.       

   

  Sincerely,

  **************** McFarland

  McFarland Homes

   

  Customer response

  02/13/2023

   I am rejecting this response because:
  
  Our furnace in our 2 month old brand new home stopped working during the coldest weekend of the year. This was a holiday weekend so no one answered their phones. We had to call a different company to fix it. Then a week later the furnace stopped working again. When we finally got the company to come out, they stated it was installed correctly, had been continuously shorting and not working properly the entire time. During that cold weekend we had a pipe freeze and break causing water damage since the furnace was not working, and negligently installed. McFarland has refused to take responsibility for any of it and has stated it is the owners responsibility to ensure pipes dont freeze even when they have something improperly installed. The only reason our pipes froze was because our furnace stopped working due to negligence. It was installed incorrectly and was faulty. On 12/31/22 and there was NO severe weather and no wind. It was 37 degrees and no wind. We were actually able to get ahold of four seasons and they came out and told us that they could see that the furnace had been shorting for months and that the gas pressure had been set up incorrectly at installation. They fixed all of these issues but they reassured us that the furnace was in fact faulty and was not working properly the entire time we have been living here. This concludes that it caused the furnace to stop working at least these two times that we noticed but most likely many other times. The technician stated that the furnace has not been working fully the entire time. This is what caused the furnace to stop working which led to our pipe breaking. It was not due to an act of god. McFarland has gone back and forth changing their stance on things to whatever fits best to hurt their customer Ive realized. They promised a check 3 weeks ago and we still have not received it. Ultimately we should not have to worry about a faulty furnace in a 2 month old home and we want them to repair the damage.
  

  

  Business response

  02/15/2023

  We have reviewed both of the complaints submitted by the homeowner. At this time, we would like to meet with the homeowner at their home to address the items listed in this complaint.  We will contact the homeowner via email to choose a time and date.  

  Customer response

  02/21/2023

   I am rejecting this response because:
  
  A meeting was requested but I am not sure the intentions of this meeting. I am not sure if they are going to address the repairs needed or not. They did not specify. It has also been a month since they stated they would pay the $50 and send a check out immediately and they have not.

  

  Business response

  02/22/2023

  I have attached my response sent to *********************************** on 2-16-23.

  ********,
  

  Thank you for your email. 
  
  We would like to meet with you, *******, and FSM at your home.  At this meeting the furnace will be addressed to make sure the HVAC system/ furnace is operating as it should.  To make sure it is installed properly, working properly, is not faulty, etc. and to review the items/repairs at the last visit with FSM.
  
  
  I have submitted ***'s invoice for the $50 and requested reimbursement be sent to you.  I submitted it today and it will be mailed out next week. 
  
  
  Let us know if you are willing to meet with us.  We will make arrangements with all parties to best meet everyones schedule.
  
  Finally,  submit a service request through our service portal for issues you haven't made us aware of, except the furnace.  A separate meeting will be set up to address those items.
  
  Sincerely,
  
  
  McFarland Homes

*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. ↩