ComplaintsforDSLD Homes

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention a critical issue regarding the home we purchased from DSLD in November 2022. While we appreciate the overall quality of the home and the positive interactions with DSLD, we have discovered a serious health risk. Over the past few months, my family (wife, daughter, and myself) has experienced unexplained symptoms, including dizziness, vomiting, and headaches. Recently, we learned that neighbors in DSLD homes are facing similar health issues. Upon investigation, we found that the gas stove provided by DSLD lacks proper ventilation, compounded by the fact that the microwave above it does not vent to the outside. DSLD was aware of this issue but continued to build homes without addressing the ventilation needs for gas appliances. We suspect that the insufficient ventilation has led to elevated carbon monoxide levels in our home, causing health problems. Our simple request is for DSLD to rectify this situation immediately by installing proper ventilation above the gas stove to ensure the safe expulsion of carbon monoxide. We trust that you will assist us in conveying the urgency of this matter to DSLD.

  

  Business response

  10/19/2023

  The project manager has tried reaching out to the homeowner on both contact numbers that we were given. He left a voicemail each time that he has called. There has been no response.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DSLD home was purchased in December 2018. Issues were reported at the final walk through that were satisfied. The home appears to have foundation/ slab issues. Which are currently under warranty. There are cracks in tiles in every room that has ceramic floors. Which we are being told is a problem with the tile not the slab. It is being considered wear and tear. Which the same exact cracks were in some of the tile during the final walk through inspection before moving in. Those were replaced at the time. However are present again in other areas. There are cracks in the brick mortar, cracks in the patio slab ,nails that protrude from the ceiling, cracks in the walls both inside and outside of the home, excessive moisture inside the home, closets that has foul odors when there was nothing placed on them. All of which was reported to DSLD throughout the time frame since the first inspection until recently. Caulking and silicone were the only things suggested for us to do ourselves or done by DSLD. The dishwasher never worked properly since day one. When we requested a new one it was denied. The issues have never been properly resolved and we believe DSLD has no intention on resolving the problems. We never received any copies from any of the inspections as requested nor any proof that the home warranties were submitted to the companies as DSLD said would be done. These are issues that are more serious than they are being addressed and NOT wear and tear as being reported by DSLD.

  

  Business response

  09/08/2023

  The DSLD rep had an appointment with this customer for September 13th. This appointment was cancelled by the customer and rescheduled for September 18th.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1.Cannot do a chance of address at the house sold to me by DSLD. The post office does not recognize the address and are telling me its the builders responsibility to do this but the builder DSLD is saying its the Post Office responsibility. I still cannot due a change of address. 2. Multiple outlets in my new home do not work. I was told to call a number for help with any home issues. I called the number and was told leave a message. No one called back. This is a new home and I can't use my dryer or any of the plugs near my stove.

  

  Business response

  08/22/2023

  DSLD sent our electrical trade partner to address the stated issues. All electrical issues have been resolved. The homeowner is scheduled for her post closing 30 day appointment on 9/8/23. The Project Manager, Superintendent, and Warranty technician will all be present at this post closing review. The concerns about the postal address have already been discussed with the homeowner. 

  Customer response

  08/22/2023

  
  Complaint: 20485452
  
  I am rejecting this response because, I'm moving I don't care what happens at this point. Their workers are using my utilities to work. Plus my water line was cut because its just 2 inches underground. The Water company is calling my house for wasting water because their is a river of water coming from my yard when its dsld workers watering the sod they just laid next door, plus electrical issues and spiders everywhere! Plus Mail and Pkgs missing. I'm done. I don't care what they say or do at this point. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased our home 2 months ago and from the time we moved in the tub had imperfections. After the 30 day inspection, they sent someone out to fix it but the solution he used caused another issue inside the tub. I contacted customer care as the tub was turning colors in that area. Our rep ****** sent someone out but a week later it is happening again slowly. When I called, I left a message and ****** our called me back and immediately stated her manager said that it is not under warranty. That had me slightly confused as to why not? It is in the same spot and the tub has been flawed since we moved in. This home is over $350,000 and you mean to tell me we couldn't get a good tub. There are also little bubbles popping out where he tried to restore it as well. This house is too new for this. I found it to be very unprofessional to just attempt to brush this off as if we caused the issue.

  

  Business response

  08/24/2023

  DSLD Homes has met with the customer and have scheduled repairs for Monday, August 28th.

  Customer response

  08/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20478078, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  * *****

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our newly built home with DSLD on January 5, 2023. July’s water bill was $483. We knew something was wrong so we contacted DSLD expecting them to fix the issue and take accountability for the bill since we were not to blame. I spoke with the coordinator ****** **** a few times and she sent ****** Plumbing on 8/2/2023. He walked around the house and did not suspect any wet spots so he checked the toilets and asked have they been running. We told him they have been running on and off. My fiancé watched him as he “fixed” something inside the tank. We contacted ****** again and she requested that they send out one of DSLD’s tech which came the next day. Tech ***** came and simply stated and I quote, “It looks like your toilets have been adjusted by ******. You had a leak inside of the tank in which the water was spilling over into the valve. A few other residents have been having this issue and it’s caused by a defect in the toilet from the manufacturer. DSLD orders so many toilets at once to install into the homes so they may not all act properly. You will continue to have this issue with both toilets if not attended to which will cause your water bill to increase.” ****** contacted me shortly after the tech left and said immediately after me answering, “My tech came over and didn’t find anything right?” I stated to ****** that actually there was an issue and have the phone to my fiancé which did not get to tell ****** what the issue was. She interrupted him by saying “Well I have a doctors appt and I’ll be back around noon and give you a call.” ****** never called us back. Instead, we had to call her around 3pm. ****** immediately got defensive and started yelling and arguing with me. When **** came by on 8/9/23, his left his truck running which indicated he had no intentions on solving anything. We had also complained about this when we made our 6mo warranty check. It’s illegal to not fix something under warranty.

  

  Business response

  08/14/2023

  This home closed on 1/5/2023.
  On August 1, 2023 the homeowner called in to DSLD about a high water bill they received. They said the water company wouldn’t come out to inspect for a leak as the water was metered, thus a leak would be on the homeowner side and their responsibility.
  
  DSLD sent a plumber the next business day. ***** ******** inspection notes:
  This call was completed on 8/2/23. Call notes: Performed shut-in test on home - examined water meter, ground around house, interior plumbing and inside of both toilets. Adjusted water level in HB toilet. Meter showed no indication of water passing through unless water being used inside the home. NO LEAKS FOUND.
  
  A DSLD Customer Care Technician went out the following day to reinspect the meter and ensure there are no leaks. No leaks were found.
  
  I spoke with the water company on August 3, 2023 about the situation after the homeowner sent me a copy of all their water bills. The water company said the address does use more water than average but not an alarming amount except for the last billing cycle and the current one. The last billing cycle the address used around 80,000 gallons of water and the current billing cycle based on the meter reading I provided was already around 63,000 gallons.
  
  I arranged to meet with the homeowner on evening of August 9, 2023. Upon my arrival I observed the grass, shrubs, and garden area to be in exceptional health compared to most of the neighborhood. I took a lengthy video of the water meter and the leak indicator to ensure there is no leak. The meter did not move while I was there until I did a demonstration for the homeowner using his sprinkler.
  
  I explained to the homeowner it is obvious the grass gets watered regularly and there is nothing wrong with this, however the water company is going to charge the for both water and sewer for the usage. The sewer charge is roughly $4.00 per 1,000 gallons used beyond the initial 2,000 gallons each month.
  
  The homeowner did say they have had a running toilet in the past and just closed the door thinking it would go away but did not call it in for service. The homeowner does have the responsibility to notify DSLD if they need service. We also have reached out on 1/23/23 to schedule a warranty 30-day visit and a message was unable to be left on voicemail. On 6/27/23, a message for a 6-month home inspection was left and wasn’t arranged until 7/17 to be completed on 8/25/2023.
  
  Once DSLD was notified of a potential issue, multiple people from multiple companies were sent out almost immediately to inspect the system for leaks and running water and have not found anything supporting a plumbing problem. It is very apparent the homeowner takes care of the landscaping very well and it's well-watered. The water bills show a major increase at the beginning of the drought in the area. This is a homeowner matter and homeowner responsibility. 

  Customer response

  08/14/2023

  
  Complaint: 20448372
  
  I am rejecting this response because:
  In the files attached, you can seemingly see how the water bill increases over time. When ****** Plumbing and DSLD Tech ***** came to our home, they both stated that the toilets could have a leak inside the tank without the homeowner knowing and sometimes the sounds may not be heard. The running toilet did not occur until the beginning of June in which when I called to schedule a 6month warranty check with *****, it was mentioned and we were still told no one could come out until 8/25/2023. It was not until I contacted ***** AGAIN about the running toilet and she put me through to ****** to discuss further since she only schedule warranty checks. ****** Plumbing saw the toilet in the masters bathroom and stated, “Ahh I see the problem.” If there was no issue with the toilet, ****** Plumbing would not have sat there and worked on. DSLD Tech ***** even stated that he could see where ****** adjusted the float height and the fill valve and also confirmed that a running toilet could cause a water bill to increase. Since it was validated by ***** that other residents in the neighborhood have been having this issue, then we know this is not the first time DSLD has heard this before. We were also told that soon, the toilet in our daughter’s bathroom will soon leak inside the tank. ***** DID confirm that there was a manufacturer defect in the toilets in which DSLD does not want to correct because it will cost them and the cheap route is their goal. When **** arrived to our home, he did not check the toilets. He simply stood near the door and looked in the yard as if he was going to be late for his family dinner. **** did mention our grass being green and how he saw the sprinkler in the yard. Our sprinkler is always left in the yard because bringing it inside is absurd. Our yard does not get watered anymore than anyone’s else grass in the neighborhood. We used Scott’s fertilizer to make the grass look better than it did due to having dead turf put down by DSLD….again the cheap route. As stated before, when we tried to express our concerns to them (****** & ****) stating what was told to us verbally by their tech and ****** Plumbing, we are interrupted and unable to finish because they don’t want to hear it nor correct it. It will cost them to correct every issue the homeowners have so they’d rather put it on the homeowner. After reviewing the DSLD Warranty manual, which states, “To stop running water, check the shut-off float in the tank. You will most likely find it has lifted too high in the tank, preventing the valve from shutting off completely. In this case, gently bend the float rod down until it stops the water at the correct level. The float should be free and not rub the side of the tank or any other parts. Also check the chain on the flush handle, if it is too tight, it will prevent the rubber stopper at the bottom of the tank from sealing, resulting in running water. Per manufacturer's limited one-year warranty: The use of either chloramines or high concentration of chlorine, lime/iron sediments and/or minerals not removed from public water during the treatment of public water supplies or toilet tank type cleaners containing chlorine, calcium hypochlorite or other chemicals may cause failure or damage to plumbing fittings or toilet tank trim: ball cock, flush valve and/or trip lever products, and will not be covered under the one year limited one-year warranty period.” According to that, it states what’s NOT listed in the warranty and our issue is not listed. The issue we were having told to is by ***** is the water leaking into the full valve and the float height not being properly adjusted when installed, which leads to a running toilet and high water bill. A new home should not have a running toilet IF installed properly without any defects such as DSLD Tech ***** stated. ****** plumbing also stated that the water bill being over $100 was excessive so the toilet could have BEEN leaking in the tank and we just did not know because we aren’t plumbers. When we bought this home in January, it was not mentioned to us by anyone that we would have to do maintenance on a toilet. We also did not agree to do maintenance on a toilet for a new construction home. DSLD’s issue is that they want to blame the homeowners for their shortcomings instead of initially correcting them. 
  Sincerely,
  
  ****** *****

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After a little over two years, my A/C went out. When repaired, I was told that DSLD, the home builder, did not file the Certificate of Occupancy with the A/C company who installed it, and therefore I do not have the ten year warranty on parts that I was told I had from DSLD. I am now liable for all parts on my A/C after five years instead of ten. This is unacceptable. All they had to do was send the COO to the A/C company and the warranty would have been extended to ten. It is now too late to extend it. I just found out about this two weeks ago.

  

  Business response

  07/17/2023

  The project manager has been in contact with the homeowner and provided a satisfactory resolution. 

  Customer response

  07/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20303095, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After buying the DSLD house in October we have had issues with our drainage and our yard do to a DSLD being in a time crunch to finish and simply laid sod on top of an ungraded yard. The yard was not graded properly and there is a ridge in the front yard causing water to drain back towards the house, and there are multiple low spots all through out the yard where water is sitting. I filed the first complaint on 2/2/23 and was told a technician would be out there. With my work schedule my fiancé was the one who met the technician in person for our warranty walk through and asked about the yard on my behalf. We were told that they would look into it, but would policy was that there has to be standing water 48 hours after a rain. I filed another complaint on March 20th to have the yard fixed so that the water would drain towards the road and not back towards the house. The water was holding more and more and is now washing out flower beds in the front and is flooding on the sides of the house. The standing water has also drowned some of our yard and has killed the Bermuda. I received the phone number for the technician and on April 21st after a phone call I was told over text that the DSLD contracted landscaper would be coming to our home to correct the grading/drainage issues once he had more sod in stock. I have since then texted the technician asking for updates on April 30, June 8, and June 27. Since I have filed my complaints and was told that the contractor would fix my yard. DSLD has built, graded, and sodded up to five houses in this particular neighborhood. I am worried that if this drainage problem is not corrected it could cause issues in the foundation of our home which we paid over $200K for. I expected better quality and services for this prices, but have been given the run around and told I need to contact numerous people to receive only have the answer. I simply want my yard fixed and the sod replaced like I was told would happen on April 21st.

  

  Business response

  07/11/2023

  DSLD Homes employees met with the customer yesterday evening (7-10-23).  ***** (owner) is satisfied with the resolutions to the issues that he has on the home. He said he would go into BBB and revoke the complaint. The project manager will ensure that everything else is done to completion.

  Customer response

  07/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20245295, and find that this resolution is satisfactory to me. DSLD came and explained the situation from there end and we have all come to an agreement on what will be done to fix the issue. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  04/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When we did the pre move in inspection in October of 2022, we stated and showed ***** **** that the majority of the grass was dead in the back yard, he claimed that it was dormant I claimed it was not dormant but dead he said he will put it on the inspection sheet and later if it doesn't come back then they will replace it because it is dead before we signed the house papers and get the keys. We never received a copy of the inspection report. Also at our 30 day post inspection we brought it up again to ***** ****, by this time some of the dead grass started to disappear and still claimed that it is dormant but that he will note it on the inspection report and if it doesn't come back by the 6 month post inspection then they will replace it and again we never received a copy of the inspection report. Shortly after the 30 day post inspection AT&T came and dug up the yard to lay cables, stating that Dsld gave them permission to do so and said that if the yard is damaged it's on Dsld. At our post 6 month inspection ***** **** could not be the 1 to do the inspection supposedly, the guy that did come noted the grass and said that he would contact ***** **** regarding it because if it was noted/mentioned in the inspection report from before than yes Dsld does have to repair it. The next day the inspector emailed us a copy of the inspection report and said that he reached out to ***** **** regarding the grass and now ***** is claiming he has no idea what we are talking about that now it is not on the previous reports when I watched him type it in personally on the Preinspection report that we never received.

  

  Business response

  05/04/2023

  In the homeowner orientation check list under walk thru check list, warranty, there is a line that specifically states DSLD does not warranty sod. It is checked off as being discussed. There is no evidence or notation on the pre-closing punch list that reference the sod in the rear yard. Both the first walk and second walk are signed off on by the buyer and the Super.
  
  The 30 day mentions sod repair with no explanation or details.  The super says he repaired the area that ATT dug up. This repair was done as a courtesy and was the right thing to do.
  
  ATT has a right (without permission) to access the utility easement. They are not required to replace the sod. This work was done for and by ATT and or its subcontractors completely unrelated to DSLD. Again, as a courtesy, DSLD did complete those repairs. DSLD did not and would not order any work to be done by ATT on the homeowner’s private property. 
  
  The yard was inspected on 5/2/2023. During that inspection the yard was “crispy” while walking on and around it indicating a lack of water at the time. There appears to be large areas of yellow grass surrounded by deep green grass consistent with pet urine. Around the porch/patio area appears to be damaged from high traffic and or use.
  
  The rest of the yard appears to be damaged from overuse or improper use of fertilizer or chemicals. The neighboring yard is healthy and vibrant but there are areas the damaged grass protrudes into the neighboring healthy areas supporting the theory the grass has been damaged. Also in one of the most damaged areas near a water spigot, you can clearly see a large amount of granules consistent with fertilizers.
  
  The other lots that were laid at the same time in the same neighborhood were also inspected and of the same batch of grass. Both of those are thriving and healthy.
  
  DSLD does not warranty SOD or plants. There is no supporting documentation suggesting we owe a yard replacement to the homeowner. In the event some sod was dead, it would be isolated to “square” shapes and not general areas of the yard. We would see these issues occurring in the front yard as well.
  
  This yard is recoverable with regular watering and allowing the grass to grow to recommended heights before cutting. High traffic areas used by pets and or people are always going to struggle to maintain normal growth characteristics. 

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my home new from the builder and moved in once completed in September 2020. I just put my house on the market November 2022 and during an inspection they found issues with high humidity in my home and the air handler in the attic was found with mold growth, rust, and other issues. They reported it was not installed correctly. I have contacted DSLD by email for a resolution as soon as I found out and have not gotten a response other than the email was forwarded to the project manager and the has not responded. This is preventing my house from selling and I am afraid that mold may be in the ducts and vents of my home. We have all experienced breathing issues with our sinuses and now wondering if this contributed to any mold. This home is just 2 years old the unit should not have these types of issues especially ones to cause health or environmental. This is not the first time I've had issues with the AC unit. The outside blew out about 7 months from moving in, which DSLD replaced and then again the unit stopped working earlier this year and DSLD replaced the thermostat. I am most disappointed with this builder and lack of response on an issue so important and on a new construction home just 2 years old. This should not be an issue for a home this new.

  

  Business response

  12/13/2022

  The project manager met with the customer at her house with the current AC contractor to examine the unit.  They looked at the unit in the attic and didn’t find anything of concern. There was some evidence of previous condensation on the unit, but that is common in this area. There also seems to be a lot of dust from the attic that had settled on the unit and plenums. The unit is over 2 years old and is currently out of warranty, but DSLD wanted to examine the unit as a courtesy to the customer. 
  
  DSLD recommended a cleaning and service of the unit, which should be done yearly on the home. This would remedy the issue. We spoke about this and the way the customer could improve the life and quality of AC. The owner said that she would retract the BBB complaint.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/16/22- closed on new construction. 8/15/22-contacted DSLD about flooding of backyard and patio. 8/23/22 ***** ****** and ***** came out. We discussed that backyard isn't leveled properly and sloping towards house causing flooding. Was told they will come back when it stops raining to bring dirt and machines to repair. 8/30/22 I called DSLD to say it hasn't rained in about 4 days when are they going to repair my yard. ******* said she can't schedule, ***** has to. Reached out to *****, no response. We are in hurricane season. If it rains more than 30 minutes, my home will flood. This is my final attempt before I contact the news media and an Attorney.

  

  Business response

  09/16/2022

  All concerns have been resolved and the grade issue has been corrected.

*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. ↩