ComplaintsforElite Homes

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year, I had several meetings with Elite Homes related to our home and landscaping. One of the items that was identified was the draining issue behind our house (**** ******* **** *********** ** *****). That is, when it rains and when there is a water discharge from the pipes, we have standing water behind our house (see attached photos). The accumulated standing water is not only damaging the yard, but it was determined by the *** that it is considered a health hazard issue as well. I had conversations and brought up my concerns to *** ******* ******, ******* ******y, ***** *****, and **** *******. I had a meeting with *** ********, *** *****, and *** ******* on October 13th of last year. During that meeting we discussed outstanding issues that had to be addressed outside of our house, including the draining issue as well. They advised me that the draining issue was created by an incorrectly installed pipe. At that time, I was advised that the ticket would be created to address the draining issue. Since I have not heard anything back, I have followed up with *** ******** to understand the status of that ticket and the draining issue. *** ******** advised me to reach out to **** ***, who serves as a Warranty Supervisor for Elite. I’ve met with *** *** and was told that he would follow up with me. However, despite several follow ups and reminders, he would advise me that he would get back with me and then I would not hear anything back. This issue is well documented, and it was brought up to attention not just of *** ***, but also *** ****** who is the President of Elite Homes. My request of Elite is to rectify this situation, fix the draining issue, cover any expenses related to landscaping damage, communicate proactively, and address it to my satisfaction. Support and assistance from your office will be greatly appreciated. Please let me know if any additional information is needed. Thank you.

  

  Business response

  06/03/2024

  Dear Better Business Bureau,
  
  We are in receipt of the complaint filed with the BBB.
  
  Please be advised that we met with our home buyer and showed him that the area of concern is not on his property. Furthermore, we shared the terms of his limited warranty and purchase agreement to show that even if it was on his property that natural ground water is not a covered warrantable claim and any costs incurred to remediate, per the purchase agreement, would be payable by the owner.
  
  With that said, we also explained to both the consumer and the Shakes Run Homeowners Association (the “HOA”) options, in our opinion, that can be used to mitigate the consumers concerns. Please see attached a copy of the correspondence to both the HOA and homeowner.
  
  Based on the foregoing, we believe the matter directed to Elite Homes should be closed out.
  
  Finally, it is our understanding per conversation with *** Dizdarevic, that the HOA has indicated to the owner they would handle the matter if confirmed the area in question is in HOA Open Space. We hope our attached email to the HOA Property Manager will provide that clarification.
  
  Sincerely,
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home from ***** *****. During the sale I asking about why the backyard was so wet each time I came up. They would say it or they were watering the sod. I learned that the land is unstable and floods. Since I moved in it floods with each rain or snowfall. The developer is not fixing the issue

  

  Business response

  01/19/2024

  Please see attached letter. Our team has a follow up meeting scheduled with the homeowner on Tuesday Jan 23 to discuss next steps.

  Customer response

  01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I appreciate your reply, however one of your employees **** who is suppose to be the warranty person for ***** ***** came to my home regarding another warranty issue and made it clear that he was not fixing my yard and that he’s on the fence about fixing the sides as I had concrete added.  The yard was flooding before the concrete was added because the home was never leveled. We even asked our project manager during the building process why it was so wet back there and he said it would go away however it never did.  My neighbors didn’t add concrete and all the water from their yard runs into mine.  I was very excited to build with ***** ***** and now I feel like I’m living in a home that my kids can’t go into the back yard because it’s drenched and ugly looking. It’s disturbing my inner peace. I paid a lot to build and I honestly feel like the home could collapse because I don’t trust the foundation.  I’ve attached pics looking back at the construction process, and I was excited about the build not realizing it’s on muddy water. ***** ***** built the home during wet muddy cold times so why do I have to wait until spring, when it rains all spring, to get this issue resolved.  I honestly feel like ***** ***** does not care.  Before I received your reply I tried reaching out to **** several times and left several messages and got no response.  **** then said he would put me on the schedule and you all are suppose to come to the home next week to further assess , however I paid for a livable home in its entirety.  This includes the yard. I feel like ***** ***** is not doing right but me at all. 
  Sincerely,
  
  ******* ******

  

  Business response

  01/24/2024

  *******,

  Please help me understand what you are rejecting.

  We have agreed this needs to be fixed and have directed **** and **** to repair the yard so it does not have standing water within the side and rear for more than 24 hours after it rains as specified in the homeowner limited warranty. Do you not want us to fix this as promised?

  My conversations with both team members were after your meeting with **** or the construction of the home. So, while I understand they were both frustrating I cant change that experience but I can honor my commitment to get this resolved. And, while I understand the patio complicates the repair at this time, I understand this is still something we should and will address notwithstanding what our Team said.

  Sincerely,

  ****

  Customer response

  01/27/2024

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

  I rejected it because your team said they cant fix it in the rain. It always rains and its always wet so i'm confused about why I have to wait to the spring to get it fixed when as the builder,  the home and sod was placed in the back yard while it was cold and wet.  Its also not fair to me because the issue was know  even before closing.  
  
  Sincerely,
  
  ******* ******

  Customer response

  02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I rejected it because your team said they cant fix it in the rain. It always rains and its always wet so i'm confused about why I have to wait to the spring to get it fixed when as the builder,  the home and sod was placed in the back yard while it was cold and wet.  Its also not fair to me because the issue was know  even before closing.  
  
  Sincerely,
  
  ******* ******

  

  Business response

  02/28/2024

  While we understand *** ****** is frustrated with the situation and our projected time to resolve the
  matter, it will unfortunately take time to resolve as it involves work on four lots and is impacted by the
  weather.
  Please understand that the required work extends beyond her lot. We will begin by modifying rain
  gutters on a home three lots uphill from her home to redirect water to the front of that home rather
  than downhill behind that home and across three lots to her lot. Then, when we have dry weather for
  enough time to allow the ground to dry out, we can get good soil to haul in to make grading corrections
  on three other lots uphill from her home. The grading corrections on these three lots includes changing
  the drainage patterns so the water that is now flowing downhill to her home is being redirected to flow
  from each back yard to each font yard rather than across each of the lots downhill to end in her back
  yard. This will consist of bringing in dirt to raise the rear yards for those three lots enough to create a
  crown in the back yard for each so that water will flow from the rear to front around each of those
  homes. In addition, the side yard of *** ****** will have grading work done to allow the water to flow
  from her rear yard to the front as well. *** ****** will also have grading done on the rear patio area to
  allow the water in the rear yard to flow to the newly established swales on the side yards.
  The bulk of the standing water in *** ****** yard is a result of water flowing to her yard from three lots
  uphill that must be redirected so it never gets to her home to start. Doing work in her yard prior to fixing
  the true cause will not resolve the actual issue we are committed to resolve.
  We remain committed to doing this work. But, as stated in prior correspondence the amount of exterior
  dirt work will require conditions not anticipated until Spring.

  Customer response

  03/02/2024

  
  Complaint: ********
  
  I am rejecting this response I understand you say you’re going to fix it but the house should have never been sold to me with the issue.  You guys cut corners and now I’m paying the price.  I get angry every time I look outside. It’s miserable.  That fact that you don’t believe I’m entitled to compensation is bizarre.  Not that only should I be compensated for this situation but it should be resolved in a timely manner.  It will never dry out back there for you to be able to work.  I’m mad I purchased this house.  I feel robbed.  The video and pic is from this morning. Look at my backyard and tell me if your loved ones would be happy if it were them. You all sold this house knowing it was a grading issue.  My kids or dog can’t go outside. 

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

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we have closed our Home on 5/12/2022 since moving in we have been facing the below issues and numerous tickets have been created and no resolution till now. Since moving in we have been complaining about the temperature not being stable at home. The summer months were all very suffocating and hot which were also not observed and treated accordingly and after that all these months only trial and error was going on and you have not analysed the problem till now. Coming to winter, in the negative temperatures outside, my house including the floors are cold when the thermostat is set up even at 74 degrees. All the contractors who ever came to address the issue with these always left with showing concern and sympathy but never found out what the issue was. The temperature upstairs is sometimes 51 degrees and the comments from elite were pathetic saying this room is above garage when this was supposed to be one of the bedrooms. As a family we have been traumatized since moving into this home, my kids have been sick everytime when the weather is bad outside because of the temperature not being stable at home and have been checked up by doctors. This also impacted my profession life and career as I was spending most of the time during the business hours with following up Elite and Elite contractors customer service. Elite responses every time are very depressing and hopeless. This house is supposed to be with four bedroom house with two full bath but for my family, this house is only three bed and one bath. 1. We have a bedroom and washroom on 2nd floor which are unusable since we moved in as the temperatures are below 60 on both. Multiple times HVAC people have done trial and error fixes and issue has still not yet been resolved. Recently **** found out that the insulation was not done appropriately by which the washroom pipelines were freezed for more than 2days during the bad weather. Now they have fixed the insulation and still the issue remains the same. For the last 7months I have been getting huge amount of electricity and gas ****s which I should not be responsible based on the situation. 2.Temperature at home is never stable we are setting my home temperature at 75 (which is already high) but by morning it automatically drops to 69/70 by morning, not sure why. And the HVAC people worked on it multiple times since summer and now they have taken out the option of cool (only option available is Heat or off) on the thermostat. During the bad weather weekend when the temperatures were about -30 heating didn’t work for the weekend and had to make multiple calls and was fixed after suffering for 2days at home for which I already gave heads up to **** on the expected bad weather and he didn’t bother to address it. 3. Vinyl flooring has all marks allover the main door to hall, after googling and using multiple specialized vinyl floor cleaners it is still the same. 4. Drive way & Walk way Major cracks developed in driveway with in a month of moving in and when raised a ticket for the same the response was 2 credit cards need to fit into the cracks then only Elite will look into it. When the quality of work is bad why should the customer wait for the cracks to enlarge to fix it. One snow storm and the driveway and the walkway have completely peeled off like sand. ****’s response to it was because of the salt from the tires of the car . does he mean to say we should be staying at home till the time salt is wiped out of the roads, that is ridiculous. Not sure how the car salt has affected the walkway to the main door too. 5. Garage: When there is rain outside and the car is parked after coming back home in the rain all the water from the car either moves to the left wall or the right wall casing dampness infact is should be having slope to outside and not to the walls.

  

  Business response

  03/16/2023

  Please know that Elite Homes was aware of these four matters and actively working to find resolution prior to any correspondence with the BBB. We also understand that any time matters are not resolved in a timely basis, it causes frustration for our homebuyers which we do understand and apologize.

  Regarding the heating, with the acknowledgement of the homeowner and a third-party testing company, we have been able to confirm that the Heating/Cooling issue has been resolved. While we did add insulation as the owner noted, it was determined that the primary cause was a lowering of the gas pressure to the furnace. In an effort to save on the gas utility ****, the owner had asked the installing trade to adjust the gas pressure to the furnace. Such change unknowingly had a negative impact on the operating efficiency and would void the warranty if done again in the future. We also acknowledge that the exterior temperatures have warmed a bit since the initial concern, so we have agreed to continue to monitor the temperatures in the room through the next winter. It has been in the 30s this past week and we have not heard from Mr. ******.
  

  Regarding the floors, the flooring installer has reached out to the manufacture to request the flooring smudges be evaluated.  The manufacturer had a 3^rd party evaluate the smudges.  The claim on their floor was denied based on the ability to clean all identified areas of concern.  Per the report, “As for the foot prints and smudge areas present on installed planking, these were removed by spot cleaning and the desired appearance returned.”  They also mentioned this in regards to cleaning it – “When using a towel and only distilled water to spot clean several areas of the installed flooring, most concern areas could be removed with just this method and a few areas that could not be removed with just the distilled water and a towel, when then applying Shaw R2X floor cleaner to these areas, the rest of the foot print and or smudge areas were removed and the desired appearance was present. Some light soil was removed and transferred onto the spot cleaning towel from these spots cleaned areas mostly after using the Shaw R2X floor cleaner.” While we understand the homeowner feels they should not have to use the recommended ShawR2X to clean some areas all floor manufacturers have required standards of care that must be adhered too. The owner continues to believe there are some areas of concern that remain, and we are working to schedule another follow up where all parties are present as management did see some valid inconsistencies that we want to be present with all parties for a reassessment.
  

  While we understand our home buyer is upset that the aesthetics of their driveway have been impacted by harsh winter road chemicals, the driveway is not covered under the limited warranty.  The buyer signed the attached (Exhibit A) Limited Warranty that specifically excludes driveways.  Again, out of good faith we reviewed both of their driveway concerns.  Concrete cracking is unfortunately common. Per the National Association of Home Builders guidelines, if the cracks become wider than a ¼” or has a ¼ in height deviation, Elite will fill the cracks with an approved filler or fix a displacement.  The spalling on the driveway is caused by the brine mixture sprayed on the roads which is frustrating and unfortunate for any of our buyers.  Elite tries to communicate and educate the risks and challenges this will cause, especially during the first 12 months of a newly curing driveway.  We explained that a light muriatic pressure wash and a water based penetrating sealer (from concrete supplier) will help improve the driveways appearance.  

  Finally, we have met with the buyer and checked the garage floor to ensure it was installed correctly.  While it does not allow water to flow as the buyer anticipated, it does the appropriate fall to the garage door. We understand the buyer was disappointed as they intended to store items on the floor, but we explained that any storage on a concrete floor would naturally have moisture up against a concrete floor and recommended storing anything off the ground. To the acknowledgment of the buyer the garage slab has the correct pitches and was installed with the correct fall.

  With this said and understanding it did take some time to resolve the HVAC we are willing to power wash and seal the driveway as a concession if Mr. ****** would like us to do that. 
  

  ******* ******* | Division President

  Customer response

  03/21/2023

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

  I understand that Driveway is not under warranty but driveway cracking in 2 weeks of moving in and peeling off completely with in 6 months of one snow makes no sense. It is a bad concrete which is unevenly laid. Elite homes representatives were here and looked at the uneven laying and confirmed that it is expected, which shows the quality of their construction. Any person who has seen it has confirmed that it is a bad concrete. Please look into the attached pictures where it is clearly evident that the driveway looks like a pool when it rains, which is causing all this issues. And the walkway to the deck is sloped onto the wrong side which causing the water puddle and damaging the deck.
  
  Garage is also unevenly laid and water puddles everywhere when we park the car coming back from rain.
  
  HVAC issue is resolved and the flooring company is still trying to analyze the issue with no outcome yet.
  
  Sincerely,
  
  ****** ****** ************

• Initial Complaint

  02/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased our home in the Twin Lakes neighborhood on 3/9/2021. Since day one we began experiencing problems with reoccurring electrical issues; some of these issues were safety issues that could have caused someone to be seriously injured. An example was the electrical panel was labeled incorrectly. When the plumber was here to inspect rust in the water heater access panel he turned the breaker labeled water heater to the off position and began working on the water heater but found the water heater circuit was still energized. Another serious safety issue, which is a reoccurring issue, is related to the leaky basement. We've had water enter and drip from the electrical panel. The basement leaking issue is still not fixed. Another safety issue was related to the construction on the vacant lot next door. Due to the close proximity of the house to my property line the excavation company could not create a "bench" that would prevent the wall from caving in. There was a cave in which nearly caused our driveway to collapse and the trench was left open with no markings which could have resulted in an injury from falling in. Another significant issue was a non functioning radon system. The radon pipe that is supposed to exit the house through the roof was actually covered insulation in the attic. It was vented from the basement to the attic. There have been many, many more issues with our home. Another issue that other homeowners have experienced deals with property lines. Our driveway was actually on the adjacent vacant lot. Elite has had to move several property lines in our neighborhood. In summary, our warranty is about to expire. With the amount of issues we've experienced and continue to experience we will likely have to start pouring money into our poorly built home. No one should have to go through what we've went through. It's been a horrible experience and the majority of neighbors we've talked to have also had serious issues.

  

  Business response

  02/24/2022

  Regarding Complaint filed by Mr. ******

   

  The ******’s closed on their home on March 9, 2021. Prior to closing, a New Home Orientation (NHO) was performed with the ******’s, as Elite does with all buyers. During the NHO, we walk the home explaining how it operates as well as looking for imperfections. While our Team strives to provide a perfect house, it is not uncommon to find items that need to be adjusted or replaced.  Those items found during the NHO are documented and Elite commits to repair them in a timely fashion. During the walk through with the ******s, items were identified and at this time all items have been completed.   

   

  After closing, the ******s have a 1-year limited warranty on the home. In addition to that, there is a 10-year water proofing warranty. These warranties were part of the purchase and sale agreement, and we intend to honor our obligations as we have so far.

   

  During the 1-year warranty all open items are sent to Elite’s customer Care team and documented. From March 9, 2021 through today, February 22, 2022, the ******’s have had a total of 35 tickets opened since the NHO.  Currently, there are only two tickets that remain open. The ******’s are aware we are committed to resolving those items and we have been communicating with them on these items but work has not yet started due to weather conditions. These will be finalized.

   

  We cannot, however, guarantee there will not be issues with a home, but we do stand behind our homes. Our VP of Operations and I have been in contact with the ******’s, and we have resolved or committed to resolve every item and have done the right thing the entire time.  While we are empathetic that the ******’s have been frustrated and respect their opinion that nothing should go wrong, we have properly communicated and stood behind the product and remain committed to fixing any warrantable item. We have extended the warranty on the roof for an area installed improperly by our roofing trade for a 1-year period.  We are not however extending any other limited warranties.

   

  We look forward to finishing the final few items and are optimistic that the ******s will love there home for years to come!

   

  Sincerely,

  ******* *******

   

  Customer response

  02/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  We have not expected a perfect home but it has caused an exorbitant amount of time and stress dealing with the issues with our home.  I really hope no one would be subjected to the quality issues we’ve had.  It has truly been a horrible experience.  It was clear from day 1 that there was severe lack of quality and attention to detail. 

  We are nearing a year in our home and are still dealing with issues.  If Elite is truly committed to providing a quality home a warranty extension is needed or an funds should be deposited into an escrow account that would allow us to fix the items that are highly likely to appear in the next several months.

  
  Regards,
  
  ******* ******

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home from Elite Homes INC in 2020, before to sign the paper have met all elite homes INC the sales department , VP of land Development and VP of operation Signature Point community regarding the drainage that comming from school on the back of my house from football field; all of them promises that is gone be fixed; the promises only remain. All year was promises they working on that, in august 2021 they come with some changes that make worse like it was before I have collection of water and swamp in the back of house; that worry will come the problem to the foundation of house over the years. During August construction I send a manny e mails to all parties included but was ingnored by everyone. I REGRET that I believed in HONESTITY OF COMPANY and people that in my eye promises to be fixed. As a critical nurse working with people dying looking in my eyes for last moments of the life its hard to understand how company used me just to sign paper for purchasing the home

  

  Business response

  12/09/2021

  Regarding Complaint ID #: ********

   

  On October 22, 2021, our Customer Care Manager visited the home of Ms. ****** to discuss concerns she had regarding moisture on her basement floor. Her belief was that a drainage swale in an easement on the back of her property and the neighboring property owned by ********* ******* ** ********** (“***”) was causing water to enter her home. Upon inspection, 1) the drainage area in the easement within her property was significantly below her slab level, approximately 8-10 feet, 2) inside the home there was no plumbing above the area of moisture that was leaking, there was no actively leaking cracks in the foundation and humidity levels were high. The basement was noticeably damp and sticky because of the high humidity. Ms. ****** was reminded that we recommend all owners install a dehumidifier in unfinished portions of a basement to manage humidity levels. During this meeting, she stated she had almost bought a dehumidifier but had forgotten about it. The Customer Care team then showed her how to use her thermostat upstairs to get a good reading on the main floor humidity (63% humidity as of the meeting). The Team then explained that this was high and she should target between 45%-55%. At the conclusion of this meeting, she understood the need for the dehumidifier and agreed the high humidity in the basement was the source of the moisture. Our Team also took the time to explain the effect high humidity will have on all the natural products in her home.

   

  After resolving the source of moisture in the basement and confirming it was unrelated to the drainage area behind her home, she expressed concern regarding standing water and insects because of the water flow through the drainage easement area. Our team was unable to see any standing water or insects at the time of inspection. At this time, the structures are working properly, have been installed within the designated easement as designed by engineers, and as approved by the ********** ***** ***** ********. After a recent inspection of the work by ********** ***, they did ask us to improve the concrete connection between the properties which is not yet done but will be improved as MSD has requested. Furthermore, that large structure has always existed on property owned by ***and there was never any intent to change what existed on that property. Any discussion during sales would have been just how her rear yard would have been finished.

   

  Elite Homes believes it has adequately addressed the concerns of moisture in the home and that the drainage is working as intended within the designated drainage easement, subject to any final revisions required by MSD to approve the work.

   

   

  ******* *******
  ******** *********

  Elite Homes | Arbor 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. ↩