ComplaintsforBall Homes, LLC

• Initial Complaint

  04/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  0n Sept. 11 2023 we signed a contract with Ball Homes through ******* ********** for the purchase of a new home, in which we gave 5352.00 as earnest money. The home located at **** ********* **** *** ********* ***** was three months out from completion. During the build process we were misled about the lot grading. We were told by Ball Homes Realtor that they will not respond to our concerns. After several attempts to get information directly from Ball Homes office, l was told they had no answers for me and "not to call them back the receptionist had better things to do". Any concerns should be directed back to the realtor. Again l contacted the realtor in which she said they will not entertain any questions until the walk through (12 days before closing) and not to call them back. During the walk through the superintendent was either lying or incompetent regarding the construction process. Ball Homes would not tell me who the 3rd party warranty company for foundation is till closing. The drainage and grading was very concerning and they had no answers for me. All other questions l can ask at closing. l informed them at this point there may not be a closing for lack of transparency through the process, in which they did not seem to care. After being released from the contract Ball Homes refused to refund the 5352.00. Ball Homes claimed the reason for not refunding the earnest money was due to me waiting till the walk through to get released from the contract and not voicing my concerns through the building process.

  

  Business response

  04/12/2024

  The person who filed the complaint made a cash offer to purchase a partially completed spec home in one of our Knoxville communities on September 8, 2023, which was subsequently accepted.  He chose not to purchase the property shortly before closing and forfeit the $5352 earnest money deposit.  The contract was not contingent on the purchaser’s satisfaction with the grade of the yard, and in fact specifically states that the grade of the yard is at the builder’s discretion, and a particular slope or flatness is not guaranteed. On December 8th, at the first walk through, he began verbalizing a possible desire to be released from the contract.  On December 13th, a mutual release was signed by all parties with the earnest money deposit forfeit by the purchasers and paid to the Ball Homes pursuant to the terms of the purchase contract.  A copy of the signed release is provided here.  The terms of the release were clear, and the appropriate time to resolve any dispute over the earnest money would have been prior to signing. Since being released from the contract, the former purchaser has contacted our office persistently to ask for a refund of the forfeit earnest money and has refused to accept the answers that were provided. Without going into unnecessary detail, we disagree with the former purchaser’s characterization of events.  The property is located next to a detention pond, which has always been an obvious feature of the lot. While the final grade of the lot was not completed until closer to closing, the house was substantially constructed at the time of contract and the way the house sits on the lot was always apparent. We provided the best outcome the lot would allow, and photographs of the final grade of the lot and detention area are with our response.  The former purchaser understood the deposit was being forfeit when he chose to be released from the contract. Thank you for the opportunity to respond to the complaint.

  Customer response

  04/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: during the construction Ball Homes and representatives refused to discuss any of my concerns. Even at the walk through when I asked about my concerns with the construction and material, l was told they will answer your questions at closing. TOTALLY UNACCEPTABLE! Ball Homes did NOT try to compromise or work with me in any way. Ball Homes attitude was we could care less, we have your earnest money and we’ll sell it to someone else. Pathetic excuse for a company and its customer service. My next step would be small claims court. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase 2 houses in Nicholasville, KY from Ball homes, had all kind of issues, which some of them fixed, and some not and some is just not as critical on one house, Lot 26, next day after closing i noticed grout start to crack, then floor tile start to crack and Ball Homes told me to put it on 6 month list, gladly no got hurt for 6 month. at 6 month they re doit all floor tiles for me, now I have no issues with floor tiles(I hope will not have in the future). after 6 month I notice same procedure on the shower walls, contacted ball homes and they said we will take care on one year punch list. shower pan was moving up and down about 3\4 of the inch, cracking grout and one tile broke.... one year punch list they come and put something under the pan and new silicon on top of it, and the guy took picture of broken tile and grout said I will give to **** **** and he will send someone to fix it. John King refused to send a guy to fix grout and refused to fix cracked tile, he suggest " I would also add that it is entirely possible to crack more tiles if you attempt to kick or hit spots around the wall of the shower to try and show they have movement. There is indeed a small amount of movement to be expected as the tiles are installed on the drywall with a waterproofing membrane behind them. This is the normal industry standard method and once again is not considered a warrantied deficiency" Well 3 weeks later pan moving up and down again, silicon falling apart and you can see mold inside, if you knock on tiles, you can hear they hollow inside, cracking more grout.

  

  Business response

  06/07/2023

  We have reviewed the complaint and can confirm that we have had multiple communications with the customer regarding the tile.  We have an appointment scheduled in the customer’s home for June 8th, for a crew to do some further work on the shower pan joint that has opened up as pictured and apply some grout caulking to the small crack shown in the photograph.  At this point in the warranty process, we consider this a courtesy repair.  However, we cannot approve tearing out tiles based on how they sound when tapped on, as the customer has requested.  The tile was installed with thinset applied to the sub-surface and the tile is adhered to that.  Tearing out tiles jeopardizes the waterproofing. 
  We have tried to communicate accurate expectations to the customer with respect to the tile, although we understand that the customer may perceive this as a refusal.  On April 17, 2023, our Warranty Service Manager explained to the customer via email that “The movement you are worried about is normal and not considered a warrantied issue.  We repaired the grout spots we were shown at the appointment, and we consider this to be complete.  The cracked tile you showed to my techs on their recent visit is considered homeowner damage and is therefore not covered.  I would also add that it is entirely possible to crack more tiles if you attempt to kick or hit spots around the wall of the shower to try and show they have movement.  There is indeed a small amount of movement to be expected as the tiles are installed on the drywall with a waterproofing membrane behind them.  This is the normal industry standard method and once again is not considered a warrantied deficiency.”   
  As stated above, we have an appointment scheduled to address the items as described and we hope that will offer the customer some satisfaction.  Thank you for the opportunity to respond to the complaint.
  

  Customer response

  06/09/2023

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

  On this house, We had an issue with the floor tiles, installed wrong,  Grout start to crack next day after we bought it and then tiles start to crack and Ball homes re-doit all floor tile in 6 month list, 

  same guy installed shower tile and I do believe it installed wrongly, same issue/technic as he installed tiles on the floor. 

  The tile cracked by it self and the grout keeps cracking by it self and different locations, different walls.  I do believe it installed wrong, because grout cracks around that broken tile and the only way to check it is to remove one broken tile

   

  The tile that cracked, is cracked by it self and it cracked in about  8 Month after we bought a brand new house, this should be fixed by ball homes,  I did not brake it, it just cracked by it self,   maybe it just defectives tile, I don't know.  I did not walk on it or kick it and there should be warranty on it, at least for a year? 

  Please come or send tile expert to replace broken tile and inspect how its installed,

  
  Sincerely,
  
  Vitaliy Levchuk

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a home less than 1 year ago and I had a plumbing issue which Ball Homes gives a 1 year warranty on their homes and they sent a plumber to resolve the issue but he said I didn't have a problem even after I showed him a video taken on my phone. Subsequently, I had to hire a second plumber who came and fixed my problem. I asked Ball Homes to reimburse me my cost for repair. They refused. My bill was only $195.00 and I feel like they should pay it.

  

  Business response

  02/09/2023

  We can confirm that the customer reported an issue with soap bubbling up in the washer drain on 12/27/22, and our plumbing contractor made a service call to investigate.  The customer started the washer so that the tub would fill, and the plumber observed the entire washer tub drain successfully with no issues.  The customer mentioned that one toilet was intermittently backing up, and the plumber flushed toilet several times and found the drain line operating properly.   The plumber was unable to duplicate the issues described during the service call, and the homeowner did not contact customer service again about the issue before electing to have another plumber clean out the line.
  
  Drain/waste lines are covered by warranty if there is an actual defect found in the way the drain/waste line is constructed, or found to be blocked by construction debris, and there is no evidence from either plumber that this was the case.  The warranty does not cover blockages or other issues that are caused by the manner of use, including the possible causes of too much laundry detergent, load size, or blockages created by objects or lint being washed out of the machine into the line.   For these reasons, we must decline to reimburse the bill provided by the customer.
  
  We have attached a copy of the relevant section of the home warranty booklet and would note that some aspects of the plumbing system are covered by the two-year portion of the warranty. If the customer has evidence that a drain line construction defect or construction debris blockage exists and contacts us during the 2-year warranty period ending 1/21/24, we will be glad to submit that to the plumbing contractor for further review.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am having frequent issues with the house the recent being the heat not working since December 23rd, 2022 when the temperature outside was -22 degrees C. Contacted Ball Homes and after few hours ********** technician came in and spent five hours to no resolution but a possible hazard. He left at around 10:30 PM on December 23rd and said he made the heat available in the house but I will have to shut the furnace off from the breaker to avoid overheating this place. They also mentioned they have stolen a pressure valve from other houses which they will replace on Tuesday Dec 27th. In few hours the upper floor was over 100 degrees and lower floor was still sitting at 42 degrees about which I wrote an email to ball homes around 4:30 AM. I caught fever and went downhill on my both physical and mental health very quickly dealing with customer service and ********** but to no resolution. One of the acquaintances helped me troubleshoot the furnace by following the troubleshooting guide for Goodman which luckily fixed the heat on Dec 25th for me. Tuesday comes and ********** technician comes in to replace the pressure valve and another part which was /was not faulty after which the heat is not working again since last 24 hours. The ********** technician was quick to leave without answering any questions or testing if the heat was back on. He made only one statement that “I was here to replace the valve”. I called in the customer service and now they are mentioning that the warranty has been voided since I had other contractors work on the furnace which is not true. No contractor worked physically on the furnace except **********. We did follow the troubleshooting guide because ********** couldn’t help me fix the heat in my house. Also I don’t understand if the warranty was voided on Dec 25th then why did the ********** tech came in yesterday to replace the parts or work on the furnace? I bought this place in august 2022 and this is the second major issue. NEED HELP ASAP

  

  Business response

  01/09/2023

  Apologies for the delay in our response, as this complaint came through during the holidays when fewer working days were available for our team to review, research, and respond.  As of December 30th, our Warranty Service Manager confirmed that the contractor has completed final repairs to the unit over the previous two days and the heat is now performing well.  In addition to emergency measures taken to provide heat until the needed parts were available from an open parts store, the unit's control panel was replaced and the valves adjusted.  The contractor has also confirmed that the work was performed within warranty at no charge to the customer and that the standard warranty on the unit IS still in effect. 
  There were multiple overlapping communications with this customer as well as phone conversations and verbal exchanges with the techs working on the unit, and emails sent to email addresses that are only attended during business hours.  Some confusion existed regarding an individual without an appropriate HVAC license possibly performing work on the unit, can which void the warranty.   We understand that situation was stressful for the customer and are sorry that it occurred, but glad to be able to report that it has been addressed.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the summer of 2022, my wife & I noticed an electrical issue in our apartment at the The Artisan Apartments in Lexington, KY. Every time we turned on the light switch in our living room, the light in the entrance way would flicker and make a sound. Of course, with concern for the issue, we reached out to the maintenance line, and they sent someone over. He could not resolve the issue, expressed concern about the potential risk of the electrical issue causing a fire, and moved the complaint up the chain. Since that point, over several months, the issue has still not been fixed. The apartment complex has been in on and off communication with us, but continues to describe issues with finding someone to come fix the problem. We expressed to them over and over the desire for the electrician only to visit our apartment with our permission and privacy in mind. However, there have been several privacy boundaries broken in the process. Upon receiving an email on Nov. 2, 2022, I was made aware that the electrician had entered our apartment with another apartment complex employee on several occasions to try and correct the problem. We were never made aware of those specific visits. Other visits, they tried to notify us – only to be told that the electrician didn't show up. The issue has still not been fixed and the apartment complex has requested that we describe the issue or take a video of it happening again, so that they can address it appropriately. Mind you, this issue has been going on for months... yet, now - they are asking for clarification? This behavior and approach is unacceptable.

  

  Business response

  11/14/2022

  As of today, we have been able to resolve the concern.   We reviewed our records and can confirm that the issue was first reported on July 21, 2022.  At the first visit the maintenance tech replaced the fixture and switch at the entry light in an effort to resolve the issue.  During a subsequent visit an electrician was not able to duplicate the issue, which made it difficult to diagnose and was the reason that additional feedback from the customer was requested.   At the most recent visit, another electrician was able to determine the reason for the brief flicker of the entry light when the living room ceiling fan was turned on and resolve it by changing the bulb type.  The two fixtures share a circuit and this was a fleeting response on the part of the LED bulb.  At no time was there an electrical or fire hazard.
  

  We apologize for not being able to resolve the concern more quickly, but would note that scheduling constraints existed on both sides, which can sometimes
  be the case.  We did check with the apartment manager about the question of visits without the customer's knowledge, and she clarified that the prior visits referred to in the email were the ones that the customer was already aware of, and not others.

  We hope that the above has resolved the customer's concerns and appreciate the opportunity to provide a response.
  

   

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New home owners. Closed on new construction house on 10/29/2021. At 6 month review guest bathtub found to have a major crack. Ball home notified and immediately we were accused of "smashing the tub". I emailed/called and wanted a second opinion because I felt that the bath tub may have been of poor quality and covered under a manufactured warranty or home builders warranty. Ball home rep **** **** came out and stated that he would call the manufacture and they would figure out if it was something that was covered by warranty. He stated that the bathtub can only withstand a certain "weight". My son recently moved back home in March. He is 6'3" 270#; about the same size as ****. My son has been using the tub for a month when he noticed the crack at which time he started using the upstairs bathroom. After multiple emails and several visits from **** and a 'bath tub repair person"; it was determined that my bathtub was not included in my home warranty. My brand new home and brand new bath tub did not withstand 6 months. I have since has a second bathtub repair person come who states that the bathtub has some void underneath that it was bound to crack because there was not enough supporting structure underneath the tub. He was tasked with adding addition support and repairing the tub AT THE HOME OWNERS EXPENSE! A tub should last longer than 6 months regardless of weight if it has be installed support and secured properly. I have tried to get Ball Homes to cover the repairs or split the repairs with the tub manufacturer and they refuse. I have attached photos and emails to support my claims. I just want what's right and fair. They proclaim be one of the more superior home builders in the area and up until this incident I believed that too but now I am left to believe that they take short cut and use sub standard materials. I just want wants right and fair.

  

  Business response

  07/08/2022

  We have reviewed our customer service records and can confirm that the customer reported the issue with the tub during the warranty period.  We reviewed the tub and determined that the issue did not meet warranty criteria as the cracked area appeared to be the result of damage rather than a defect.  At the customer’s request we asked the manufacturer to review as well, and neither Ball Homes nor the manufacturer found it to be a defect under warranty.  We provided a referral for the customer to have the tub repaired at their own expense if they chose.

  The tub was not installed in substandard manner. The tub shower units we use are Aquarius Bathware model G6004.   According the manufacturer’s installation instructions, this tub does not require additional support for installation on second floor baths and we have attached the manufacturer's installation instructions for reference.  While the tub might have required additional support once damaged, we did not find it indicative of a defect and these cracks are not typical in the numerous identical new tubs that we install as directed by the manufacturer.

  It was never our intention to appear accusatory when discussing the idea of damage to the tub.  Because the warranty does not cover property damage after move-in, all customers are asked to inspect all surfaces at the walk-through prior to closing to look for cracks, chips, or similar damages.  As we have previously communicated to the customer, this was specifically acknowledged and documented in the pre-closing walk through.  A copy of the customer’s pre-closing walk-through documents have been provided to the customer for reference and are included with our response as well. 

  We must decline the request to reimburse the cost of the repairs to the tub as requested. Thank you for the opportunity to respond to the complaint.

  Customer response

  07/13/2022

  
  Complaint: ********
  
  I am rejecting this response because: It is still our belief that the tub may have been damaged upon installation and the continued use of the tub made the damage noticeable. Although Ball homes does not want to take responsibility for the problem after only living in the new home for six months, We continue to stand on the belief that Ball homes has used substandard materials when building our home and a bath tub should not crack or break within six months. So for future buyers that are considering ball homes please do your research and inspections with a fine tooth comb because Ball homes will not take responsibility for anything after you have completed your walk through. Just another way for a big corporation to get over on its consumers. 
  
  Sincerely,
  
  ******* And ******* ******

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ball Home had received a call from us in 2020 notating a leak in our bathroom to the garage. They dispatched the plumber that originally did the work and when they came out the said they were unable to find any issues and left. We noticed the leak again in late 2021 but thought our 3 year check (Dry wall inspection) would cover it, since we have severe water marks on our garage ceiling. However, on our 3 year check in spring 2022 we wanted to have Ball come out to again but they said since we had never notated it written on our 1 year inspection we were going to have to pay out of pocket. I advised them that we had called with the complaint in 2020 and a plumber said there wasn't an issue. They said they have no documentation of that and only dispatched a plumber out of courtesy and never noted our account. We have young children so this bathroom is not used much and we use the primary bathtub instead. We just had another plumber come out and he had to cut into our drywall and found that the ORIGINAL work had never been soldered and we have just had a continuous mist/leak in our wall. We now have to pay almost $400 for work that we complained about 2 years ago. Customer service has NEVER offered any help and they always say we are out of luck. We have had 4 different contractors (window, carpet, HVAC, plumbing) mention that Ball cuts corners and put the cheapest parts available in and never assist.

  

  Business response

  05/11/2022

  Prior to responding, we would like to ask if the customer can provide any photos of the original plumbing when the wall was cut and prior to the repair, so that we can review those alongside the complaint.
  Thank you.

  

  Business response

  06/17/2022

  Since the original call for the plumbing leak was on 4/29/2020 and the 1 year warranty expired on 3/20/2020, the drywall work did not fall under warranty.  If the leak had been reported in the 1st year we would have addressed the drywall under the one year warranty terms; however, during year 2 only a leak from a pipe is covered, not anything related to cosmetic damages.  At the time of the service call the issue was determined to be the decorative tub spout and we paid the plumber for that service call as a courtesy, as no leak was confirmed.  We understand that the customer is frustrated because they believe that there was a problem that did not come to light sooner because of the infrequent use of the bathroom, but lack of use on the part of the homeowner does not extend the timelines of the warranty nor does it create additional obligations.
  
  The 3 year drywall touch up is a service intended to address common settlement and curing issues with brand new homes, such as nail pops, loose seams, and small cracks.  It does not extend to damages caused by a leak that is not under warranty.

  Thank you for the opportunity to respond.
  

  Customer response

  06/28/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  Why can’t you take responsibility that the original plumbing was not correctly installed? The original was plumber only looked at the faucet and never got into the wall. They never said to remove the faucet cover either. A maintenance person did review the water marks on the ceiling and said he would get with his manager to fix the water marks since he did not have the proper equipment. We followed up with that about 2 months and never heard back.
  

  Also, Ball homes admitted to BBB in this claim that they had documented the plumber being dispatched to our house but told my husband and myself they had no documentation of this and it must have only been a courtesy. We caught the customer service rep in a lie!! 
  

  Why is Ball so adamant on not reimbursing $500 or fixing water marks? You are a multimillion dollar company, this is nothing to you. 
  Sincerely,
  
  ***** ******

• Initial Complaint

  05/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are being charged (rightfully) for replacement of carpet and a hole in the wall, which they charged us over 200$ for but that's beside the point. We called up there and spoke with an employee since the manager ***** is always out of office and we're told a sticky not would be left for her. We paid half of what we owed and just asked for a little more time for the other half. NEVER SAID WE WERENT PAYING IT. Well I got a call from a debt collector on Friday stating that the 340$ or so was turned over to a collection agency. I've spent the past 5 years building my credit back up after I messed it up when I was young and dumb and now they're turning stuff over to collections after 1 month. I have spoke with ***** (absolutely horrible and no help) and to the Management supervisor ****** (even less help) neither one of them were able to help me out with more time EVEN THOUGH NOW THEY ARE AWARE THATS ALL WE ARE ASKING FOR. We just bought a house and had new floors put throughout and had to buy a fridge and a stove. The fact that ball homes is literally not wanting to work this out is a testament to how horrible the company is. We had all kinds of problems with our apartment as well but we aren't coming after them for frying out computers since we lost power there like 1-2 times a month and our AC went out for 2 weeks at one point without them fixing it IN THE SUMMER. Hopefully you can help, feel free to call

  

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/05/06) */ We can confirm that the customer rented from us and on 1/19/22 moved out leaving the property in damaged and dirty condition (see attached photos). We presented a statement on 1/20/22 listing the amount due for damages and cleaning, after the deposit was applied. The total amount due was $674.44 and the statement indicated it was due in 30 days (see attached statement). The customer made a partial payment on 2/23/22 and $334.44 remained due. On 3/17/22 we sent the attached letter notifying the customer that the unpaid amount would be turned over to collections on 4/12/22 if not paid. We have no record that the customer contacted us to request more time, but it is clear from the attached documents and timeline that the customer had clear notice of what was required and a significant amount of time to make payment. Our suggestion to the customer would be to contact the collection agency as soon as possible and arrange payment of the balance they are responsible for in hopes of resolving it before it is reported to a credit agency by the collections agency. Thank you for the opportunity to respond to the complaint.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We built our home this year and closed on February, 2022. We closed earlier than expected due to an ice storm and we were a little hesitant to do so because our home was not 100% ready. We get to the home to do our final walk through and there were multiple things that needed to be fixed that were not or had not been from our 1st walk through. We are not happy with customer service as it is terrible and no one seems to care that we worked really hard to get this home! We were rushed through our walk through because the lady had another house to get ok and she left without completing our list! They were multiple occasions that we would find empty beer bottles in our framing that were addressed with The Super! We have moved in and are not happy with the things that need to be done to our home that should have been completed on our final walk through! Help!!!

  

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/03/25) */ Our customer service department is in communication with the customer to address any outstanding items. We are sorry not to have been able to meet her expectations. As of March 22, we have responded to her via email apologizing for the frustration, confirming what work orders have been sent and asking for continued patience for the items affect by the supply chain issues. Our response spoke to each specific item she mentioned in her emails to us so that she had clear answers. Thank you for the opportunity to respond to the complaint.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We went under contract for a home under construction during a five day contract/offer process set by Ball Homes. As the home went into final construction phase we noted the tile backsplash in the kitchen and butlers pantry was not installed in the proper manner-the installer made his own designs instead of the mosaic on the spec sheet. The issue was pointed out and our realtor was informed they would not fix the issue and noted several other individuals were lined up to buy the house; essentially a take it or leave it. We provided multiple ways for Ball Homes to address the issue, asking them to fix or to provide a credit at closing so that we could have it replaced, all of which were rejected. Now, the Ball Homes representative is threatening to keep our earnest money deposit if we do not take the house as is, again, despite telling us to take it or leave it and that many other people were lined up to buy the house. All we want is the issue addressed satisfactorily or let out of the contract so that Ball, once again in the words of their representative, can sell it to the many people waiting to buy it.

  

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/03/11) */ We can confirm that the customer is under contract to purchase a home from us, and that we have reviewed and responded to their concerns about the backsplash. We have used this backsplash in other homes, including a model/Parade Home. In reviewing the customer's complaint, we compared photos of the backsplash in the home in question (with lights on and lights off) to the model and to another home under construction and found the home in question to be in keeping with the style of the other homes. The backsplash, which is composed of a series of tiles pre-attached to a wire mesh, can vary somewhat in appearance when installed as each mesh sheet has its own design and the installer has some discretion in how they are placed. It may be subjective how each final product looks, but no mistake was made by the installer. We have shared the photographs of the home in question with the customer as part of our explanation, and those photographs as well as the ones used for comparison are attached to our response. As we explained to the customer, the backsplash is not improperly installed, although it may not meet with their approval. We declined their request to replace the backsplash and also declined their request to credit them $5000. They can still elect not to purchase the home, as the agent may have noted. As the Seller, we have not had any conversation regarding the earnest money with the customer or with the listing or selling agent. The listing agent likely thought it prudent to mention the possible risk should they seek a release from the contract for this type of reason. It is at the discretion of the Seller how the earnest money will be handled if the Buyer seeks a release that is not related to a contingency in the contract. We will gladly release them from the contract and return the earnest money if they are not happy with the purchase. Thank you for the opportunity to respond to the complaint. Consumer Response /* (2000, 13, 2022/03/23) */ We appreciated and accepted the offer from Ball to release the contract and return the earnest money.

*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. ↩