ComplaintsforDSLD Homes

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the beginning, we have had issues with DSLD. From their loan officer lying to us about interest rates, to the 30-day walkthrough, they have over-promised and under-delivered. Upon our initial walk through it was clear that the house was not ready to move-in. Our punch list only had the major issues on it, as the superintendent did not write everything down (nor did we know that would be an issue later on). It has been nearly a month since we have moved in and we STILL don't have basic items taken care of. Additionally, the superintendent has a history of telling us he will take care of the issue (an example being that we are missing our garage door seal leading into the house) and he "has it in my truck" for the past three weeks. We have asked him 4 times minimum now and we still don't have it installed. Meanwhile its allowing the 90+ temperatures to seep in our so called "energy star certified" home. Speaking of which, it took two weeks for them to fix an AC issue in our home. Multiple times we were told someone would be out to fix it, twice someone showed up and it still didn't properly cool certain rooms of our home. After more than 48 hours no contact I reached out to the superintendent, and he felt the need to remind me it's a "holiday weekend" (4th of July) and that our issue is not a priority (unlike what he said in writing just a few days before). He also felt it appropriate to blame his lack of communication on my marriage stating, "I don't know what kind of communication issues you have in your marriage but....". There has been no professionalism from this company nor are our items being fixed as part of their contract in a timely manner. The final straw was when I found out he spoke to other professionals about us being "customers who will always find something to complain about and you can do no right". The S and L DSLD is supposed to stand for serve and lead and their employees and contractors lack both.

  

  Business response

  07/18/2024

  Project Manager met with all parties the day prior to this review and developed a plan for all items. DSLD will hold true to the plan previously developed and mitigate any personality conflicts during the process. 

  Customer response

  07/18/2024

  
  Complaint: 22003616
  
  I am rejecting this response because:

  Yes, the project manager and regional met with us yesterday for our 30 day walkthrough. Where I pointed out SEVERAL items that were still not fixed from the initial and final walkthrough nearly a month ago. To include: fixing the patchwork/paint jobs on a wall, fixing the ceiling on outside patio that is secured, grout in kitchen that never got fixed, white plastic wrapper still attached to the garage beam, and the garage door seal. You mentioned personality differences, which is an interesting way to describe the behaviors of ****, the superintendent/project manager. I didn’t realize that allowing him to speak to anyone, let alone customers the way he did to me is acceptable let alone a standard your company supports. 
  

  We just want our house fixed. How long does it take to install a garage door seal that’s been in the project managers truck for a month? Unfortunately, yesterdays meeting did nothing but reinforce that DSLD is lip-service standards and again, absolutely no accountability or responsibility for lack of communication, follow-through, and worst of all.. actually getting sub-standard or all together missing items fixed in a brand new home. 

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

  

  Business response

  07/18/2024

  Plan is to be completed by July 25, 2024

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2023, I did my 12-month inspection and noted drainage issues in my yard that were holding considerable water during and after any rain. I was told it would be noted, and when the rainy season came back around, I would reach out to customer service and report it. I was told by the representative if it was on the 12-month report, it would be taken care of; they just needed to see what was going on. April 2024 contacted customer service, made a report of the issue, and was visited by two DSLD representatives. I was asked for pictures of the issue, which I provided that day. The second rep, who was a superintendent, came and looked over the property and stated he would get the landscaper out to use the laser level and see what was going on. I was told on that visit that we would find a fix or solution to the problem by the superintendent. That was April 3, 2024, and since then, I have checked the status twice and was told I was on the list. No communication from their end kind of makes me feel like I am ghosted, and hope I’ll forget or get tired and go away. Every time I have had to have things done under warranty, I have had to ask multiple times. It took almost a year just to get a simple touch-up kit I should have had waiting on me.

  

  Business response

  07/31/2024

  The Project Manager spoke with homeowner and is working to resolve the drainage issue.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2017, we purchased a home from DSLD. At the time, a paper was given at closing with all of the information to register all of the appliances, A/C etc. Fast forward to July 2024 - I called to make a claim on the A/C warranty, as our coil has a leak and needs to be replaced. I was told by the Lennox warranty department that the A/C & Furnace were registered however, it was an ADP coil that was used in the system and that was not registered for the extended 10 year warranty. This information was not provided to me. I was told to register the information with lennoxregistration (see attached document). Had the proper documentation been provided, the ADP coil would have been registered. To make matters worse, the Serial number that was provided on the coil does not match the actual serial number on the coil. I've have reached out to Lennox, DSLD and Bell Mechanical and have been given the run around about who is responsible for the error. At the end of the day, the issue is with the builder. The proper information was not given, and they should have to cover the cost of the coil.

  

  Business response

  07/17/2024

  Upon reviewing the case, it was determined that the homeowner initially registered her equipment incorrectly. The correct registration process and website were provided to her when she registered her equipment online in August 2017. Unfortunately, we discovered that the wrong serial number was provided to her on the information sheet, which was an error on our part. This mistake would have affected her eligibility for parts warranty coverage, even if the homeowner had followed the correct protocol.
  
  To resolve this matter, we offered the homeowner two options:
  
  1. We reimburse her for the cost of the part at DSLD's cost.
  2. Bell Mechanical could perform the work for her at their quoted price which included DSLD's contribution for the parts.
  
  The homeowner chose the first option, and we have notified our accounting department to issue a reimbursement check directly to her.
  
  It is important to note that the homeowner has been informed that there are no active or valid warranties provided by DSLD at this time.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My front door to my home is leaking along with the window. I called customer care immediately due to this being an emergency and fell under the warranty of my home. The earliest I was told it would be looked at is June 14 until I asked to speak with a supervisor and was called back with May 31 as the earliest. Yet still have water in my home

  

  Business response

  05/29/2024

  The homeowner called Customer Care regarding the door/window leak he was having at his home. As the issue the homeowner was having was not a true emergency as defined in the DSLD Homes Warranty Manual for Louisiana (Total loss of heat or air, total loss of electricity, total loss of water, plumbing leak that requires the entire water supply to be shut off, and/or gas leak), he was offered the next available appointment that was available for a DSLD Customer Care Technician, which was 6/14/24. The DSLD Homes Customer Care Coordinator also requested pictures for reference as to exactly what the issue was to forward to the DSLD technician to review to be prepared for the appointment in case it was not raining at the time of the scheduled appointment. This provided a visual for the technician to see exactly where the water was coming from.  The coordinator was not questioning whether there indeed was a leak or not. The reason that the Coordinator was able to call back and offer an earlier appointment than originally scheduled was because another homeowner who had an appointment on 5/31 called and rescheduled his/her appointment.  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a brand new home. After battling with DSLD about a knick in the tub they agreed to remove and replace the tub. As a favor I pulled the drywall out around the tub. I discovered massive amounts of microbial growth. We have not lived in the home but 39 days. I sent them several messages that they refused to respond to. I’m not the only homeowner having these issues.

  

  Business response

  06/12/2024

  We have reached out to the customer and are working to resolve any issues.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I own the property at **** ***** ******* ***** ***** * ********* ****** in Willow Run since August 15, 2023. Approximately, in January of 2024, DSLD construction company began to build a new house next to my house. In about mid-February, While building the new house, DSLD construction employees damaged my front yard grass. They drove with a huge truck over my front yard and sunken the grass. I waited about two weeks in hope they will fix the damage they caused, but it didn’t happen. About a week ago, on March 4 or 5, I contacted the superintendent of Willow Run and showed him the damage his employees caused. Unfortunately, he refused to fix it or offer solution to my property. On March 11, when I cut the grass, I was unable cut the sunken area. Moreover, I trenched the grass because it was uneven. I would not be concerned too much if it would be on the side , backyard, or in invisible place. It is in front of my house and makes my property look ugly. DSLD must hold accountability when it causes damage to another property while building a new house. I look forward to your reply and resolution to this problem. You can contact me at ************ or email: ******************. Thanks again for taking your time to read this letter. Sincerely yours, ***** ********* ***********

  

  Business response

  03/21/2024

  The yard work was repaired and completed yesterday, 3/20/24.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my newly built home 9/12/2023 and moved into the home 9/23/2023. Approximately on November 1, 2023 I noticed the luxury vinyl plank flooring in the kitchen was buckling and peeling in the kitchen. I reported the incident to the DSLD customer service line. The subdivision superintendent, **** ******, came to my home to look at the flooring issue. He said he had never seen that happen before and asked if I had a desk chair or anything with wheels that had rolled across the floor. I told him I have a stool with wheels and my mother uses a wheel chair and walker. He said he would send out someone to replace the flooring that had buckled. Two men came and replaced the buckled planks 1-3 days later. Less than a month later the problem occurred again. I contacted customer care again. This time 2 other men from DSLD came and looked at the flooring. They said the wheels from my stool and my mother's wheelchair caused the damage but did not say they were going to fix the problem. Another Man from ****** flooring company, who was sent by DSLD, came to the house and looked at the floor. He also said the problem was coming from the wheels on the wheelchair and stool. **** ****** came to my house again and said DSLD wasn't going to fix it this time because the problem was our fault. He said he would take responsibility this time and have someone replace the planks. The planks were replaced again but the problem still exists and has spread to the living room area and is getting worse. Customer Service who deals with DSLD repairs and complaints in my subdivision is not going to repair or replace my floors and is not accepting responsibility for the problem. They're placing blame on the fact that my mom has to use a wheelchair.

  

  Business response

  02/26/2024

  The homeowner is meeting with the project manager on February 28th to address these concerns. 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into our DSLD home 8/1/23. Due to the drought that was occurring we did not see a heavy rain until 11/15/23. During this rain we noticed that our back and side yard were holding large amounts of water so we contacted DSLD to fix the issue. *** (the project manager of our neighborhood) came to our home & told us that since no water was still holding after 24 hours & that we had added additions to our back yard (additions include: fence, extension of patio, rock bed around patio, & gutters) that he didn't think there was anything they could do about the situation but to keep monitoring. Another big rain happened on 12/17/23 which caused more concern due to water holding closer to our home/foundation. We called DSLD multiple times & on the 3rd phone call, ***** ****** (***'s boss) came out to our home for closer inspection. During his inspection ***** only inspected the left side of our yard & noticed that our grade was not correct & needed to be fixed. As of today 1/24/24 the left side of our yard has not been fixed & all we have gotten are texts stating the weather has not allowed the problem to be fixed. I feel that DSLD has had opportunities to fix the issue but have chosen not to. I believe that there are more issues with our yard than just the left side, and I believe that our projects did not cause the issue (even though DSLD is trying to say that our gutters are part of the problem). I believe that the water holding issue could have been avoided if DSLD would've properly inspected our yard before us moving in (we were told nothing was wrong with our grade during our final walk through when we asked). It is a shame that we have to deal with something that could have been easily prevented. The lack of pride in their work, acknowledgement, & willing to fix an issue is another problem that we should not have to deal with from DSLD. We would like DSLD to inspect & fix our entire yard and not just the left side.

  

  Business response

  02/02/2024

  The Superintendent reached out to homeowner. The repair that was discussed has been started and is set to be completed on Tuesday of next week. We were waiting on conditions to be in our favor to conduct the repair so that there would not be additional damages due to the need to use a heavy machine. The Project Manager did also go out and check the property following a heavy rain. DSLD’s specifications are no standing water after 48 hours. When the PM checked the property, there was no standing water on the property after 8 hours. The grade is installed properly and the small repair that was discussed will be completed. 

  Customer response

  02/08/2024

  
  Complaint: 21192252
  
  I am rejecting this response because: the multiple parts of our yard we sent pictures of and described were not all addressed or acknowledged in DSLD’s reply. We do appreciate DSLD coming to cut the grade on the left side of facing the house, but we noticed the area was still holding water during and after the rain like previously described even with the little bit of rain we got on Saturday 2/3/24, after DSLD cut the grade and sent us a follow up. 

  We are still wanting the rest of the yard addressed that we described in our original post. None of our neighbors are having the issues we are when it rains, so I really think the grade is incorrect on many areas like in the pictures we originally sent. Once again, we appreciate DSLD coming out this past week, but the issues seem to be more than what they thought it is. 
  
  Sincerely,
  
  **** * ****** ****

  

  Business response

  02/14/2024

  The photos that were submitted show areas that additional work had been done and commissioned by the homeowners. There was a large patio extension, shed, and fence installed on the property following the sale of this home. There were large machines used for excavation on the installation of the patio extension and dirt left from the fence install present on the property. Gutters were also installed on the home and the installer placed down spouts behind the fence which is now allowing excessive amounts of water to be drained behind the fence. The local Project Manager notified the homeowners of this issue at the previous inspection and also that these areas would not be fixed as the grade there was altered by their contractor. There is a total of 8'' of fall on the property from back to front and on both sides of the home. The local Project Manager visited the house 8 hours following a torrential rain and took time-stamped photos of the property that show no standing water present on either side of the property. There are no further corrective actions need from DSLD as the original grade was installed properly and was altered after the sale of the home. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a home built by DSLD on Feb 27,2023. It is now Jan 23 and I’m still not please with DSLD. On March 28 ,2023 I had my first walkthrough which went fine until I brought up the issue with my driveway. Unfortunately, in recent times, I have found myself becoming increasingly frustrated with the cracks. At my 6 month walkthrough they were aware and even had the project manager call me. It is almost my 12 month walkthrough and I just feel like this driveway is crumbling to pieces.They told me “ We just looked at the driveway .As of now the cracks meet our specs for not replacing. We can monitor them as we progress through the year” We are extremely dissatisfied and disappointed.There are huge cracks and it is literally cracking off in pieces. DSLD build great homes we just want DSLD to follow through with their commitments in making their customer home purchase satisfied.Thanks

  

  Business response

  02/08/2024

  The project manager looked at this driveway again earlier this week. As far as the cracks, they are still within the DSLD Homes standards of less than 3/16” and not displacing. The cracks that are visible are shrinkage cracks which happen in all concrete. We took joints in the concrete to try to intentionally create weak spots to get the concrete to crack in those joints but not all concrete dries evenly and can result in some cracking.
  
  There was one previous repair made because a piece was broken that exceeded our 3/16” standard. We met with the homeowner originally when the issue was raised and explained this. The conditions with the crack have not changed.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been attempting to have a drainage ditch in our backyard resolved since we went under contract to purchase our home from DSLD in may of 2023. We had to get the parish involved in order to have any mitigation done to begin with, wherein the parish found DSLD had the ditch far too close to the house, and made them install a concrete bulkhead in june 2023 and push it further from the house. However this ditch now doesn't drain properly due to DSLD's sloppy work, and further complaints to DSLD have gone unanswered. We have followed up again with the parish who sent surveyors out who again let us know the ditch has been improperly handled, but we still have no resolution. Currently we are having to worry that our backyard and/or our house will flood if this drain backs up every time it rains.

  

  Business response

  01/12/2024

  A DSLD employee spoke with the homeowner and offered to set up a meeting to discuss further. The DSLD employee also made a site visit and inspected the area. There is a drainage ditch behind the fence attached to the area in the photo. This ditch is not located on any property that DSLD has any control over nor was it part of the ****** ***** ***********. The DSLD employee did speak with a gentleman from the property that does have control of the ditch and they claim the ditch is built to spec for their permits and plans and does not want to allow DSLD access to alter the flow or design. This was disclosed to the homeowner prior to signing contracts and agreed upon. Later after closing, the parish requested DSLD to build the concrete bulk head. This was completed. DSLD will meet with the homeowner in person as soon as he responds with a date and time, and preferably the person from the parish who has given him the assessment he claims. 
  
  

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