ComplaintsforOpen Door Homes, Inc.

• Initial Complaint

  02/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Open Door Homes remodeled my home between April and September of this year. We think the quality of service was good, however, once the project was over in September, there was a punch list of items to finish up,mostly from the electrical, plumbing, cabinet and sheetrock/paint subcontractors. ***** said he would get to these punch list items later, because he wanted to give the subcontractors time to get caught up. That was 5 months ago. We tried to contact the subcontractors ourselves to complete these warranty items, however, they all told us that it had to go thru ***** at Open Door. ***** stopped responding to our texts and emails a couple months ago. We were happy with this company in the beginning, but now are not satisfied, and frankly are surprised and confused as to why they won't fix the punch list items on our remodel job.

  

  Business response

  02/27/2023

  Hello,

  *** ******* is correct in that we are aware of additional items the he has requested attention for. It has also been explained to him several times that they are not punch list items but rather warranty items. An original punch list was submitted in September and was completed by November. *** ******* continued to add items to the list that were actually warranty in nature and was informed on 11/6/22 that "We knocked out the punch list items and I'm just not able to get to things as they pop up. I'm going to have to follow our written warranty process fromt he contract." We have an online system that allows our client to add items to the warranty list as they are discovered with the promise that they will be completed withing the 12 month window after project completion. Further, the client elected to directly contract with various trades to get around our markups and is therefore responsible for coordinating all warranty or punch list work related to those aspects of the project. This includes but is not limited to the roofing, windows, and appliances (those being the major parts of the project that were removed from our administration). We are holding the list open and they client is free to add any items that they notice. These must be submitted through their login at ***********, which they have been informed of as well. We will analyze the list and address any items we are responsible for at the end of summer 2023. The remaining items will be the responsibility of the client as we have no connection with the subcontractors that they used for the above mentioned scope. Lastly, for what it's worth, the client did violate the terms of our contract by attempting to directly hire a subcontractor that we work with so that they could avoid the associated markup charges for work that we perform and coordinate.

  Thank you,

  **** ******

  Customer response

  02/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because: The only reason we contacted the ******** ************** is because OpenDoor Homes refused to answer our emails and voicemails in order to get our warranty items fixed. It is unacceptable that we have to wait almost a whole year to have these items fixed. We paid our bills from OpenDoor when we received them and now that the project is completed, we get the cold shoulder. We have a sink in our kitchen that does not work because of some part that was not installed. We have a shower "wand" in our master bath that does not shut on or off. We have sheetrock and paint areas that need to be addressed. We would like to have these warranty repair items fixed as soon as possible.
  Regards,
  *** *******

  

  Business response

  03/01/2023

  The plumbing items you mentioned are news to us. We had in our notes that the plumbers completed those tasks so I'm not sure what happened there. I will be in touch with them to schedule a time to finish those two items. Do you have the clip for the faucet that was missing earlier? Our records indicate that it was delivered to you house on 12/8/22. We need that part to complete installation.

  Regarding the paint request: painting deficiencies are handled 2 times - during the punch list to correct any blemishes or dings that inveriably happen during a project, and at the warranty to address any cracking or settling that has occured over the previous year. Could you please be more specific and attach a picture of the affected area so that we can categorize the corrective work needing to be done?

  Respectfully,  **** ******

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