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Complaint Details
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Initial Complaint
07/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have a 3 year warranty for a one time drywall touch-up. At closing Ball Homes told me to reach out by July 2023 to schedule the touch-up. I did so, but they said I contacted them 1 month late and they will not honor it. They said I was told the wrong month by them at closing, and I should have been told June 2023, not July 2023. I feel they should honor the warranty as I followed their directions of contacting them by July 2023.Business response
07/24/2023
We have reviewed our customer service records and confirmed that this customer purchased a home from us on 6/18/20 and the warranties offered at that time included a one-time drywall touch up any time in the first three years after closing. This homeowner did contact customer service on 7/18/23 and asked to schedule a 3-year drywall touch up. Two different representatives explained that the service is a one-time service within the first 3 years, and he was past the 3-year mark.
We try to be very clear in explaining how things work, because accurate expectations are an important part of the customer experience and we prefer to avoid any disappointments. We are attaching for reference two separate warranty documents provided at closing and signed by the customer explaining in detail how to obtain service for different warranty services, and both describe the three year drywall service as any time in the first three years after closing. The documents also in general stress the importance of timeliness. While the customer may conceivably have misunderstood something, it remains the homeowner's responsibility to be aware of warranty timelines and file requests accordingly.
Customer response
07/24/2023
Complaint: ********
I am rejecting this response because:I was told directly by a Ball Homes employee to contact them by July 2023, not June 2023. I understand now that this employee likely made a mistake and told me the wrong month, as it was 37 months instead of 36 months. I feel the warranty should still be honored as I followed the employee's instructions of contacting them by July 2023.
Sincerely,
Dustin GilchristBusiness response
07/25/2023
We have further discussed the complaint, have approved a courtesy extension of the deadline for the three-year drywall touch up (paint is not included). If the customer indicates acceptance of this resolution through the complaint portal, we can have customer service reach out to schedule it. Thank you.Customer response
07/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Sincerely,
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Contact Information
2527 Nelson Miller Pkwy Ste 207
Louisville, KY 40223-3165
Business hours
Today,8:00 AM - 5:00 PM
MMonday | 8:00 AM - 5:00 PM |
---|---|
TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.