Complaints

This profile includes complaints for Ball Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ball Homes

  3609 Walden Dr Lexington, KY 40517-2020

  
• 

  Ball Homes

  103 Primrose Cir Richmond, KY 40475-6833

  
• 

  Ball Homes

  1914 Pinnacle Pointe Way Knoxville, TN 37922-6702

• 

  Ball Homes

  PO Box 12950 Lexington, KY 40583-2950

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a home in August of 2024, closed on 1/10/2024 with Ball Homes. Brand new home that I paid over $622,000 for. At our final walk through there were MANY things that we were told would be fixed- I showed up extremely early to get a drone in the air and see final steps of what I thought was “cleaning”. Ball Homes offers a warranty on every NEW home they sell. We are given a “6 month”and a “1 year check” along with structural warranty’s for a decade & some other benefits. Same day of closing, we left to go sign paperwork while people that were subcontracted out to install the shower door were drilling in the master bathroom, several other subs were there finishing and “cleaning” the home. As we were signing there was a spot in the contract that explained what physical damage or warranted work was. I stopped and said there’s contractors in my new home drilling right now and MANY places that needed touched up/finished. I got up from closing and as I was leaving the realtor said if I can make a call to our finishing/contracting boss and he agrees to fix these things can we proceed? I said only if these things were done. Now 9.5 months later- 2 major water leaks, drafts through several windows, flooring having to be replaced, forgot to install a handrail bracket so that was falling off (I have 5 year old twins), the worst being a massive piece of FIBERGLASS insulation that was inside the intake air duct forcing fiberglass to be blown alllll over downstairs. This year we’ve had 4 Emergency Room visits, and at least 5 UTC visits ALL for breathing issues. We bought a fancy purifier to test air quality it was so bad that it was colored bright red and said that it was dangerous to be around. FINALLY after MONTHS of ******** ****** (CR Manager) not listening, the HVAC company came and found it. Now my “check list” is being done, NONE of the promises that were made- are being held accountable for. We have electrical issues/fire hazards/safety hazards. I have 200+ pics

  

  Business Response

  Date: 11/22/2024

  We have communicated extensively with this customer and met with him to try to reach a mutual understanding,  but have found it challenging to reach one.   We understand that any issues with a new home, even when covered by warranty, can still represent an inconvenience and loss of confidence on the part of the homeowner.  We have stressed to this customer that we do have a very specific warranty program and process, in addition to manufacturer warranties and subcontractor and supplier warranties.  In some cases, the subcontractor or supplier directly schedules and performs the warranty work with their own technicians.  In order for that warranty program to be effective,  it is extremely important that the customer be fully participating in the process as the homeowner and be willing to work with schedulers to return calls and make appointments during their business hours and make sure that someone is available to keep those appointments at the home.  The cooperation of the homeowner in this process is essential to a successful outcome.  
  

  The home is still under warranty,  and we are confident that it is a beautiful and well-constructed home in excellent condition.  We are committed to working with the customer to address any warranty items through the warranty process.  However, we have found ourselves unable to reach a shared perspective with this homeowner on certain things despite our efforts to date.

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We closed on our house at the end of Jan.2024 (during the winter mos.) The lawn was very long and frozen, so we thought. In late March we had a local land scraper plant 14 green arborvitae trees in which they removed ALOT of left over cement from when the lot was used as a washout area for concrete trucks along with just about anything else that needed to be dumped. This was brought to our attention by other residents that moved in prior to us. Over the next few months 12 out of the 14 started to die and as of the beginning of Aug the 12 are completely dead along with most of the back yard (approximately 80' x 40'). I reached out to ****** ** ***** at the UK AG. dept. with pictures and soil samples. It was determined by them "root rot" was the cause due to lack of drainage. I probed the lawn and hit concrete 38 out of 40 times most of the 38 were less than 2 inches under the now dead lawn. I have made numerous attempts to address this with Ball homes customer service and they tell me that they will not fix this problem. The way I see it is they "put lip stick on a pig" leaving us with an un-landscapable back yard. I recently got a bid for a fence from Rio- Grand and in the estimate an additional $35 per hole was added due to the covered-up concrete. I would like Ball Homes the remove and replace the back yard so its plantable along with the cost of the initial plants that died. Even when walking around the yard you can feel the chunks of large concrete.

  

  Business Response

  Date: 09/12/2024

  We have reviewed our records and can confirm that we have discussed this matter with the customer and advised them that it is not covered by warranty.  We reviewed the customer's concern with them at the six-month list review and they have provided photographs/social media screenshots of what appeared to be excavated piles of rock (not concrete).  Land and soil characteristics vary among the areas where we build, and sometimes varying degrees of underlying rock and clay soils are a natural condition of the area.  Many fence companies will automatically add rock conditions to their estimates in anticipation of encountering rock.  We do not make any representations about the suitability of any lot for any particular landscaping plan or goals that a customer may have in mind.
  
  The 2-10 Warranty  Section VII.D.1.h:  specifically excludes "[r]emoval, repair, or replacement of landscaping, including but not limited to grass, sod, shrubs, trees, or lawn irrigation systems".  The only landscaping that is covered by warranty is the landscaping package at the front of the home, which is warranted by the installing landscaping company for one year. 
  
  We must decline the proposed resolution.  Thank you for the opportunity to respond to the complaint.

  Customer Answer

  Date: 09/16/2024

  
  Complaint: ********
  
  I am rejecting this response because it has nothing to do with the warranty but the quality of work that was done. Someone was too lazy to get off the skid steer and remove the chunks of debris. The sod was clearly thrown down right over the concrete and rock with no clean soil on to create a nice layer for the lawn to grow. Per the UK AG dept, the 12 trees in question died due to root rot that is caused by lack of proper drainage. We closed at the end of January, and everything was frozen so we had no idea that this would become a problem in the near future. This lot was used as a concrete was out and staging area for rock. This is a fact. All we ask is that Ball homes clean up the junk left behind that is underneath the small backyard area and replace it the correct way and reimburse us $1800. that we are out for the lost trees.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 09/18/2024

  We understand the customer does not accept our response.  We had reviewed the stated concerns about the yard of "Concrete used as backfill needs to be addressed due to dying plants/trees. Possible soil contaminated and will not drain causing root rot" at the 6-month warranty visit.  We would point out that we have confirmed that there are no notes on the moving-in agreement about any defects or deficiencies with the final grade and sod, and that the sod in the back yard did not have any characteristics at the six-month walk-through that were not typical of the weather at the time.  There had been temperatures exceeding 90 degrees and plentiful sunshine with limited rain in the period leading up to the 6-month warranty review.  Our warranty service supervisor explained that the customer-installed landscaping and sod was not covered by warranty and our customer relations manager had subsequently validated that response by email. 

  While we disagree with speculative statements being made about the lot conditions, we have declined to further review or debate the matter because it has already determined to be a non-warranted item. 

   

  Customer Answer

  Date: 09/19/2024

  
  Complaint: ********
  
  I am rejecting this response because this is not natural. It was back fill that that Ball homes used that consisted of a lot of concrete and rock used in subdivision. This was brought to our attention via the ******** ********** group. When did anyone from Ball homes stop by to talk to us about any of this? Never. Someone from Ball homes is addressing this issue while working from home or in an office. I am inviting Ball homes to come out in person, meet with us and take a look for them self. Let's work this out and put it behind us. You have the equipment and the labor force to do this in a day.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were not satisfied with the condition of several things in our home during the final walk-thru on closing day and continue (more than one month later) to remain dissatisfied with multiple issues. Including still not being able to securely lock our home due to deadbolts not working from the moment we moved in and still unable to use our showers due to no shower doors. Please see attached document that further lays out our communication and issues with Ball Homes.

  

  Business Response

  Date: 07/16/2024

  The customer did close on a new home on at the end of May, with several items in the process of being addressed from the moving in agreement and from additional work orders created for items that the customer contacted us about after move-in.  With a couple of exceptions noted below, these items are now complete, including the installation of the shower doors and the lock issue.  The damaged tub has been reviewed by Tubs, Floors, and More and determined to be a manufacturing issue.The repair tech has sent a warranty request to ******** **** ***** to cover the cost of the inlay needed on this tub/shower.  Tubs, Floors and More will call the homeowner and get the work scheduled as soon as they receive the authorization from ******** **** *****. Regarding the exterior wash of the house, we would like to clarify that it is not a pressure wash, but a cleaning with a water hose and soft brush to knock off large clumps of mud and dirt.  This was marked complete in our files and the cleaning service invoiced and was paid for their work as of June 7.  However, we followed up with the superintendent to evaluate the condition of the exterior and have agreed to arrange for a re-clean of this. Regarding the comments about the floor from the entrance to the sitting room of the master bedroom into the sleeping area having a noticeable slope, this is a new item that we request be added to a 6-month list for further review.
  We apologize for any frustration and for any areas where expectations were not met.  New construction completion and warranty work has a lot of moving parts, and sometimes factors beyond our control do arise despite the most diligent efforts of our team members.  We appreciate the feedback and will take the opportunity to see where we may be able to improve our processes.  Thank you for the opportunity to respond to the complaint.

• Initial Complaint

  Date:04/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:02/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Where do I even begin??? Ball homes came out for our 1 year checklist and needless to say that it was an absolute nightmare from hell! They arrived at 8:30am and did not leave until 2:45pm only to leave behind damaged crown molding on our kitchen cabinets along with island trim damaged! I stood in the kitchen watching them as I always do to make sure that they fixed what needed to be fixed and not damage anything and that was not the case. I witnessed them take the crown trim off, take it to my garage to cut it instead of ordering a whole new piece and constantly trying to make the piece that they did cut fit. Nail, after nail after nail along with me witnessing them take a pocket lighter out of his pocket to my crown molding in order to try to melt whatever he was trying to melt together as opposed to using caulk! To say that I am pissed is an understatement. On top of that we contacted **** **** via email and text with pictures with no response back or a simple acknowledgment or apology to the screw up of a job that his workers did! They are the absolute worst all across the board and I would recommend to stay away! Find a top grade builder and go from there. I have several friends that are going through the process of building and will be sure to warn them or at least give them a heads up. I just cannot believe what I witnessed with my own eyes that day. When my husband got home he was highly upset and wanted answers in which the guy just stood there and said that he has no idea why they operate the way that they do and of course no apology. I feel like they are all robots trained to say the same thing over and on let with no respect, compassion or regard for the end user being the customer! Over it and them! I would like to hear from **** **** himself! Pictures are attached!

  

  Business Response

  Date: 02/22/2023

  The customer contacted our Warranty Service Manager via email at 4:21pm of February 17th with this complaint, and on the morning of February 18th at 8:47am our Customer Relations Manager for Warranty Service responded with the following email:
  “Thank you for contacting Ball Homes.  I’m sorry that you have experienced this issue, and we have reviewed your concern with the appropriate management.
  We were able to discuss the pictures with both our management team as well as the techs that had been at your home.  We agree that these repair are not up to the standard that we have.  We would like to replace this crown for a cleaner and more professional look and redo the quarter round that is pictured.  I am sorry but it will take a couple of weeks for us to receive the replacement crown however we will have it ordered this morning.  Again we do apologize for any frustration or inconvenience this may have caused you.  Thank you for your patience as we wait on the need parts for the repair.”
  It appears that the customer continued to reach out to different people in the company to voice their displeasure after we sent this response, and this complaint was filed afterwards as well.  We have apologized and agreed to address the situation as described in our email referenced above and will follow through as indicated. We do not have anything further to add at this time. Thank you for the opportunity to respond to the complaint.

  Customer Answer

  Date: 04/14/2023

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

  Hello, We had drywall repair on our one year list and the contractor came out to the house. He came on day one to put plaster on the ceilings and to fill in the nail holes. He left a complete mess in our home! He came back on day two to sand the spots and he came with his hand and proceeded to sand the sections with his hand, a ladder and a towel and was not at our home for more than 30 minutes then left unannounced with a bigger mess than we originally had! I have absolutely had it with their contractors and lack of work!

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

  

  Business Response

  Date: 04/14/2023

  We received a similar communication directly from the customer via email after close of business yesterday, and this morning our Customer Relations Manager for Warranty Service and responded to the customer as follows:

  Thank you for contacting Ball Homes.  I’m sorry that you have experienced this issue, and we have reviewed your concern with the appropriate management.
  We do apologize and agree that this does not appear to be complete and does need to be further addressed.  We will have someone reach out to you to schedule a time to come address this area as soon as possible.

  Customer Answer

  Date: 05/10/2023

  
  Complaint: ********  
  I am rejecting this response because:Hi, We moved into our new build a year ago and we have complained and complained and complained and even put this request on our 1 year warranty list! We have two dead trees in our front yard and ball keeps giving me the run around about getting them replaced! I am so sick of them and their excuses that they give everything we or anyone else has an issue! They make your home building experience terrible and I have never worked or spoken to such incompetent people in their customer service department! It has taken them months to keep telling me that they have sent the request to the contractor to come and “Assess” the tree to see if it is in fact dead! We have not seen anyone come and assses and we do have a ring doorbell camera! It does not take a rocket scientist to figure out if a tree is dead or not.! I really hope that ***** does an investigation on the way they operate because it cannot be legal.
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/12/2023

  As we have explained to the customer via several email exchanges, the warranty service on tree replacements does work a little differently as it is seasonal, area-based outdoor work and not single location appointment-based.  We have followed up with our landscaper and understand that he went by on Wednesday (the day the complaint was being filed) based on his existing work orders, and was able to speak with both customers.  The landscaper confirmed that the tree was dead and replaced it.  He also noticed that a tree at the side of the street was dead.  He explained to the homeowner that he was going to be coming back next week or the week after (based on weather) to do some work for the development team and he would address that side tree at that time.  We believe that the actionable portion of the complaint has been addressed.  Thank you for the opportunity to respond.

• Initial Complaint

  Date:02/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 ******* ******