Complaints

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:02/03/2025

  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.

  ******** is not honored even though complaints were made with in a month. Issues were brought to builder's attention and follow up process started and then silence. No follow up. We have not received any final adjustment bill/credit showing where the money went after upgrading couple things and paying direct to builder other than by mortgage company. No detailed information is provided on the money and how it was spent. Driveway is all gone. We brought to builder attention in the first month of moving in, sample was taken to check if it is because of faulty material . No communication after that. Driveway is eyesore to our new build house. We are in talk with attorney and this is the last chance given to Caruso to clean their mess and also provide us more transparency on our funds and send us details.

  Business Response

  Date: 02/10/2025

  We sincerely regret to hear about your concerns regarding your driveway and the follow-up process. Caruso Homes is committed to addressing homeowner concerns in a fair and transparent manner.
  
  Regarding your driveway, our investigation, including core testing, confirmed that the damage was caused by deicer salts used by the state, which is not covered under ********. However, we understand your concerns and want to ensure you feel heard. Our team is available to meet onsite to review the current condition of your driveway and discuss possible next steps rescheduled from Feb. 11 to March 11 between 11-12pm due to pending weather.  
  
  In regard to your request for financial transparency, we take these matters seriously. If you have outstanding concerns regarding final adjustments and documentation, we encourage you to reach out directly Tom Baldwin at [email protected] so he can review and provide any necessary clarifications.
  
  If you have any further questions, please contact our Customer Care Team at ********@carusohomes.com. 

• Initial Complaint

  Date:04/01/2024

  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.

  BEWARE!!! I wouldn’t recommend Caruso Homes to build a dog house. The level of professionalism, communication, lies, dishonesty, and incompetence is beyond this world. From the get go they neglected to tell us what was optional during our selection. We found these out when we realized we were missing some windows and light fixtures. They gave our engineering work to a contractor who sat on our project for over 6 months doing nothing while we waited. The engineer was very rude when we reached out to him, stating he cannot speak to us because we didn’t hire him. Infact Caruso Homes was the only one he could speak with because they hired him. It was after 6 months of waiting when I asked to speak to a supervisor, that Tom B****** informed us that we could fire the engineer. At the start of construction, I emailed our project manager to inquire about something. We set up a meeting for which she was a no show. She responded to another inquiry saying my project was not a priority because they were short staff. “Only new projects were being prioritized.” I emailed her boss to complain. I got no response for 3 weeks. I had to email his boss before I finally got a call with apologies. They let go of so many of their staff that were involved in our project. Most recent was the construction manager. The new construction manager said to me, the previous guy didn’t place some screws that were supposed to attach the house to the foundation. This means that there was a possibility that my house would detached from the basement. We did not use their standard flooring that was included in our mortgage. We were told that we would receive $12,000 in allowance towards our flooring selection. We signed a contract with *** that clearly stated that flooring selection was $22,696, less the $12,000 allowance and $10,696 was added to our mortgage. A month to the completion of our home, Caruso homes tells us that we owe them $12,000 and will stop all work if we don’t pay them.

  Business Response

  Date: 04/17/2024

  Originally, the $12K allowance was a place holder on the selection sheet so that the client would have funds in the loan to cover any upgraded flooring once they went to the vendor for selections.  Once the flooring was selected, the total cost was $22,696. Whoever made the change to the selection sheet only added the difference of $10,696 and deleted the $12k allowance instead of adding the $10k to the $12k for the total cost. 

  The client is saying they thought the $12k was an allowance from Caruso for the standard flooring.

  Tom B****** met with the Client on Thursday.  They have signed flooring selection from *** which states they selected $22,696 in flooring.  The refuse to sign the selection sheet adds that amount to their contract.  Since the Client thought the $12 was an allowance from Caruso for the standard flooring, we paid for $4500 of the flooring cost as a good faith gesture.

  If there are any other questions or concerns regarding this complaint, please let us know.

   

  Customer Answer

  Date: 04/17/2024

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

  1. Where is the money that was already in my mortgage for the standard flooring that was not used? I need that refund since I have already paid for my own flooring. 
  
  2. What is the definition of place holder? We were told by Tom that if we selected $12,000 worth of flooring we wouldn’t have owed anything. What would have happened if I made two trips to *** to make my selection? The first trip I only selected $12,000 and get that submitted to Caruso Homes (I owe nothing). The second trip I selected $10,696 worth of additional flooring that I paid. Would that have made any difference? Am I being penalized for making all of my selections in one trip?

  3. I received an email that says that I have to “uphold my side of contract” to remove the BBB complaint. That phrase should NEVER be mentioned by Caruso Homes. They have not upheld their part of the contract. They said my house will be completed in 6-7 months (this month is the 7th month). Now they are telling us till the end of June. They told us that they will give us weekly updates on the construction process. That has never been done. We are even lucky if they respond to an inquiry. Their fastest response is when they need to withdraw some money or you need to pay them. I was not informed that the construction manager was terminated. I kept sending him multiple texts without any response for a long time. I had to reach out to the project manager who told me that he was terminated and replaced. This list goes on. 
  

  I was threatened to have construction halted by Tim C**** if we don’t pay $12,000. Tom B****** told us to pay $7,500 instead, calling $4,500 incentives on money we don’t believe we owe in the first. My family will become homeless on May 15, as my lease expires on that date. I was informed by my landlord that he has new tenants moving in on May 25th. If paying the requested amount and removing the BBB complaint is what’s going to land our keys into our hands, we have already paid and we request that this complaint be withdrawn.

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 04/23/2024

  Upon review of the homeowner-signed contract with the flooring company, it is evident that the agreed-upon total amount for flooring installation is $22,696. This figure reflects the comprehensive sum outlined in the contractual agreement – see attached.
  
  Additionally, please acknowledge the credit of $4,500 offered by Tom B****** as a good faith gesture to address the discrepancies found during the auditing process. This credit serves as an adjustment to ensure fairness and accuracy due to the error found.
  
  As such, the total amount owed for the flooring installation remains consistent with the contractual agreement, taking into account the adjustments made.  homeowner has acknowledged and agreed to the credit offered, as well as signed the change order reflecting the adjustments, and subsequently paid the remaining amount owed.
  
  Homeowner confirmation ensures that all parties are aligned, and that the necessary documentation has been completed to reflect the agreed-upon changes in our financial arrangements.
  
  Should you require any further assistance or documentation regarding this matter, please feel free to reach out to me at your earliest convenience.
  
  At this time, we request this case be close.  

• Initial Complaint

  Date:07/05/2023

  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.

  Purchased a newly construction home from Caruso Homes: - Closed on September 15, 2022 - The purchased amount was $787k - I purchased a home warranty - The wrong stone was installed on the front of my home. Zero compensation was offered. At the time, I agreed to keep the stone pending the craftmanship is top quality. The build of my home was already delayed. - Mar 2023, I submitted complaints about the stone falling off the front of my home. Poor response was rendered. - Mar 2023, I submitted complaints on shutters having a bow. They were removed, but never replace as of today (Jul 3rd). - Mar 2023, I submitted a complaint on half of of my backyard would flood after each rain storm. Very poor response rendered. - Sep 2022, my home inspector and I complained about the I-beam screws were either missing bolts or existing one's were not tighten. I was told this would be fixed. As of today (Jul 3rd) the issue is unresolved. As of Jul 3rd, more Stone on the front of the house has falling. I was told these issues are resolved and no action will be taken. A tradesmen has yet to visit my home.

  Business Response

  Date: 07/17/2023

  We are rescheduled to meet with Mr. ******** on August 1st to review his concerns and perform final walkthrough.

  Here is the email agreement with Mr. ********.  Mr. ******** and Ed L********* spoke back before he closed on the home.  He and Ed discussed leaving the stone on the front of his home.  Ed offered to replace the stone he was concerned it would structurally affect the house.  Ed told him it would not.  He also had a misunderstanding about his island.  So in consideration/ compensation Ed agreed to extend his island and to add some cabinets on the backside of the island.  The email snip below shows his acceptance.  No further action. 
  
  
  **Email removed by BBB**
  
  

   

• Initial Complaint

  Date:03/16/2023

  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.

  We are building a home with Caruso. Construction started June 2022. We have had multiple setbacks including significant delays due to flaws in their architectural design that were not discovered until framing. We do not receive accurate and timely updates. As we are now one month behind on an estimated schedule provided to us for the first time in January 2023 (after repeatedly asking for a schedule for over a year) we still cannot get an update on when our home will be finished or what the delays are and why. Weeks go by with seemingly no work, we are repeatedly told that fixes and various next steps will happen and again, no updates. We were last told we would get a revised schedule today and after a follow-up email to Caruso, we still have zero understanding of when our home will be complete. We have essentially had our financial lives hi-jacked on a build that was stated to be complete in 270 days per our contract.

  Business Response

  Date: 03/24/2023

  The projected KE date of 6/14 will still be met, as discussed with the homeowner.

  
  This project has experienced delays caused by permit delays, development delays, construction issues due to a plan error that required re-engineering, and re-framing, and various other issues, all of which have resulted in delays. 

  
  In regards to her requesting a  “a complete breakdown of next steps” we can provide her weekly updates in writing of what has occurred for the week prior and what is scheduled to occur in the upcoming week.. We can provide a list and projected order of when things will happen.  
  
  
  
  

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchase our home in March 2021 and have a two year electrically warranty. Out exterior electrical lights stopped working due to some flaw with electrical install so I attempted to request a warranty call/work order. I received a response email from Stacie stating that we are outside our warranty period. We are within our 2 year warranty and need assistance as it’s a security issue for our family not to have our exterior lights working.

  Business Response

  Date: 03/03/2023

  ************* called into our office 2/14/2023 expressing a concern with her exterior outlets not working and believed the electrical outlets are warranted for 2 years.  We tried to walk her through resetting GFCI outlet that control outlets but she was unable to perform request.  We explained the 2 year warranty in regards to switches, outlets and fixtures only being warranted for one year through RWC Home Warranty. 
  
  We contacted electrician as a courtesy – upon C&R arrival homeowner mentioned sidewalk had been worked on – heavy equipment was used – electrician found GFCI was damaged - open ground in neutral.  This caused the GFCI outlet to have internal damage unable to be serviced, a direct result of homeowners outside subcontractor causing damage to the outlet.  Homeowner paid for a new outlet to be installed, new outlet was tested and working when crews left.
  
  RWC Year 2 Warranty
  
  Section II(A)(3) of The Limited Warranty provides as follows:
  “Appliances and Equipment included in the Home are not warranted under this Limited Warranty, but may be covered by separate warranties provided by the manufacturer or supplier. These warranties are passed on to you by your Builder at closing and are separate from this Limited Warranty. “
  
  Section I(B)(2) of the Limited Warranty defines “Appliances and Items of Equipment” as follows:
  “Water heaters, pumps, stoves, refrigerators, compactors, garbage disposals, ranges, dishwashers, washers and dryers, bathtubs, sinks, commodes, faucets, light fixtures, switches, outlets, thermostats, furnaces and oil tanks, humidifiers, oil purifiers, air conditioning materials, in-house sprinkler systems and similar items.”
  
  The Limited Warranty makes a categorical distinction between “Systems” and “Appliances and Items of Equipment” – please find further explanation below:
  Section III (B). SYSTEMS - YEARS 1 AND 2 provides as follows:
  For 2 years, beginning on the warranty date, the new Home is free from any Defect in the Electrical, Plumbing, Heating, Cooling, and Ventilating Systems, except that in the case of Appliances, Fixtures and Items of Equipment, the warranty may not exceed the length and scope of the warranty offered by the manufacturer.
  
  By its terms, Section III(B) applies only to the home “Systems”. As you can see below, the definition of “Systems” does not include the HVAC unit:
  Section I(B)(7) defines “Cooling, Ventilating and Heating Systems” as follows:
  “All ductwork, refrigerant lines, steam and water pipes, registers, convectors and dampers”
  
  The above listed provisions from The Limited Warranty, when taken together, state unequivocally that there is a 2 year warranty against defects in the home “Systems”, but the definition of “Systems” does not include “Appliances and Items of Equipment” (such as “Air Conditioning Materials” i.e., the HVAC unit). Moreover, Section II(A)(3) expressly states that Appliances and Equipment are not warranted under this Limited Warranty.

  Customer Answer

  Date: 03/06/2023

  
  Better Business Bureau:
  
  I’d like to annotate that what the Caruso said in their response as to what occurred with Caruso and my interaction is not completely accurate.  Caruso did not walk me through verifying that it was a GFI issue.  They connected me with their subcontractors (C&R) and working with C&R was nothing short of amazing.
  

  I would recommend that if a customer (like myself) reaches out to Caruso for assistance, time is taken to explain the warranty limitations, just like (to some extent) their BBB response did; rather than providing a quick, cold shoulder like explanation.  This could have prevented the need to contact BBB.  It would be commonly understood by the public that when “electrical” is mentioned as a 2 year warranty, the general public would understand that the GFI falls under this discipline.  

  Nonetheless, I have reviewed the response made by the business in reference to complaint ID ********, and find that this is resolved.  
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:01/30/2023

  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.

  We purchased our estate home with Caruso in Jan '22, for 5 months we have had to deal with a malfunctioning water heater. As a busy physician with young kids it is a huge inconvenience to constantly tamper with the water heater as part of our daily morning/evening routine. At least 3 times per week, the water heater malfunctions, provides an error message and has to be turned off and rebooted in order to properly heat the water. Caruso deferred to their sub-contractor, whom I will not name, as they have been quite responsive. Their representative has been to our home 5x in order to assess the water heater. He has replaced the electrical panel TWICE - on a supposedly brand new unit. After the aforementioned "fixes" did not work, instead of agreeing to replace this unit, Caruso had the sub-contractor coordinate with a ***** representative. He was on site for 20 minutes and dismissed the problem as an "air flow" issue. He indicated that there was insufficient "high low" air return, which causes inadequate combustion for the water heater pilot to function. In order to test his hypothesis, we left the utility room door wide open. As suspected, this did not resolve the issue. We followed up with Caruso and the subcontractor again and have been waiting since the holidays for Caruso, the sub-contractor and the ***** representative to return to our home to address this issue. On the most recent occasion they cancelled the day of the appointment. After conversing with other owners of brand new estate homes in this development, at least 3 other families have experienced challenges with their water heaters. This cannot be a coincidence. I am requesting that Caruso replace this water heater with a brand new unit. It does not stand to reason that we would have this degree of problems with a brand new device. We also had challenges with our central air in the past and learned that the installers drilled a hole in critical wiring.

  Business Response

  Date: 02/06/2023

  ********** and ***** (manufacturer) were on scheduled again for 1/30 as a courtesy to review and service was provided on that date; we are waiting a formal follow up from both ********** and ***** but all finding indicate Homeowner voided warranty by finishing their basement and enclosing utility room not allowing proper ventilation for the water heater.  

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 have been in the process of building a home with Caruso Homes for almost the last 9 months. During this process, Caruso's customer service has been horrendous. Our construction manager quit on us, we have had numerous occasions when we have been unable to reach our project manager in order to address our concerns and the completion date for our home has been a moving target. Our home was supposed to be completed by September 2022 and we are still being informed that our home will be complete in "a couple weeks" and Caruso has been unable to provide a definitive project/closing date while our family's lives have been in a limbo. Caruso has only been responsive regarding construction loan draws. Based on our experience, it appears that money and not customer service is their priority. We would like some answers. At this point, if we are unable to get a definitive project completion date, we will have no other options but pursue legal action.

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 7, 2022/12/06) */ The Division Manager has emailed *************** 3 times since the 11/28 date of this complaint was processed. The more recent email was last evening when she informed ***** that he will be contacted on 12/1 with dates for the PSO and Key Exchange. The Project Manager has also contacted the buyer and our Construction Manager spoke with him as well. Carl Cunzement, the construction manager is contacted him on 12/1 to formalize the dates for the PSO and Key Exchange. Consumer Response /* (2000, 9, 2022/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  There has been an ongoing problem with our home that Caruso built for us over a year ago. When it rains, water gets behind the hardiplank on the exterior wall of the corner of the porch somehow and drains out at the bottom. I have made Caruso aware of this no less than three times and have put three warranty claims into their customer portal. To their credit, they have sent people out twice to look at the problem, but no one seems to be able to correct it or even talks to us to tell us what the problem might be. This is the reason that this has dragged on past the one year warranty given with the purchase of a Caruso home. Water actively leaking behind the framing of a house that is just over a year old is completely unacceptable. We have asked three times and have not gotten any solution and the problem remains. We are asking that Caruso fix their contractors poor workmanship that has obviously caused this leak to occur.

  Business Response

  Date: 10/25/2022

  I have been told by our Customer Care Department, that this service has been completed. The Front Porch gutters sealed. We also added diverters (back stops) installed at rear 2nd story gutters at family room and morning rooms.

  Customer Answer

  Date: 11/27/2022

  ***Document Attached***
  Caruso Homes has not corrected this problem. I checked the front porch again today (11/27/22) and the water is still getting in behind the siding. It hasn't even really rained all that hard today. Again, Caruso is not telling the truth. They did not fix the problem and this company they keep sending out doesn't know how to fix it or they don't know what they are doing. I wouldn't know because no one spoke to me. They just told you it was fixed. I have attached two photos that I took this evening (11/27/22).
  

  Business Response

  Date: 12/01/2022

  We will be contacting the homeowner to perform a water test and meet with him directly to discuss findings and next steps

  Business Response

  Date: 03/15/2023

  Caruso Homes is coordinating siding / gutters / roofing contractors to meet onsite to review this concern.  Our Customer Care Team is in contact with Mr. ***** and will provide him a date when this service will be performed.   

  Customer Answer

  Date: 03/16/2023

  
  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 on its face. 

  someone called me yesterday and we are supposed to set up a time to meet at the house and go over the problem. He said that they need to coordinate with the hardiplank people. If they do not respond back and set up the appointment, I will be back in touch with BBB to let you know that they haven't done what they said that they would do.

   

• Initial Complaint

  Date:08/30/2022

  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.

  We closed at the end of May. We were ok with some cosmetic issues and knew that nothing is perfect, but every day there is something new. Currently, we have no hot water or propane because the home sale was never verified by Caruso; no use of our stove; and no use of our refrigerator. We either have zero propane or the propane tank is not working due to the standing water in the tank area. The refrigerator was supposed to be replaced by closing. It was not replaced now it does not work at all due to a failed compressor. We have standing water on the side of our home, and we were told that our septic pump would be buried to help with this. It was not. We had a ceiling leak, and a hole was cut in the ceiling. The hole remains. We were told a mold remediator would come. That took a few days, and they painted the exposed wood, but did nothing for the carpet that was wet. One toilet rocked every time someone sat on it. Someone came and put something under it and told it still needs to be caulked. That remains outstanding. We have lights that seem like they will fall out of the ceiling and one light comes on at its leisure. We have crooked walls, and one door consistently closes and sticks on its own The carpet on the stairs was horribly cut and comes up completely at the bottom of the stairs. The bottom of the stairs is not finished. Crack in floor in basement appears to be growing. The septic mound was finally installed this month and every day workers come to move dirt around the yard but leave debris directly in front of the home. Water stands in the front yard every time it rains. Our back yard had more hay than seed planted and we were left with a back yard full of weeds. The landscaper says it will not grow and needs to be reseeded this fall. Painters came to paint our foundation and the little bit of grass that would grow has now died. We entered these things on the warranty portal and other than the leak, there has been silence.

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 10, 2022/09/20) */ We have reviewed the concerns raised by the *****'s and will be in contact to schedule an inspection with senior management to address the concerns raised. Consumer Response /* (3000, 17, 2022/10/01) */ We received an email to schedule a zoom meeting. We responded with our availability and Caruso never responded. Business Response /* (1000, 37, 2022/10/26) */ The service was completed. The front porch gutters were sealed. We also added diverters (Back Stops) installed at rear 2nd story and gutters at Family Room and Morning Room. Consumer Response /* (3000, 17, 2022/10/01) */ We received an email to schedule a zoom meeting. We responded with our availability and Caruso never responded. Business Response /* (1000, 37, 2022/10/26) */ The service was completed. The front porch gutters were sealed. We also added diverters (Back Stops) installed at rear 2nd story and gutters at Family Room and Morning Room. Consumer Response /* (3000, 44, 2022/11/02) */ This has to be a response for someone else in our community. This response does not apply to our situation. Business Response /* (1000, 62, 2022/11/17) */ Propane issues have been addressed. It is up to the consumer to call and have the propane agreement confirmed in the consumers name. Per the Caruso Homes provided Answer Book, all appliances warranties go thru directly to the manufacturer. Standing water is within a swale and requires up to 48 hours to dissipate. The video provided by the homeowner shows swale is operating according to plan. Mold remediation was complete and reported leak was also addressed and water tight. Paint and drywall is on schedule for Nov. 28. We will have someone come and inspect the carpet. The toilet rocking was addressed. Caruso Homes does not caulk toilet to the floor. No further action is required. We will have an electrician contact you directly regarding lighting fixtures. Cosmetic items such as door adjustments and carpet concerns will be addressed at your final inspection. At final inspection we will review bottom of stairs that you state are not finished and review crack in basement floor. Concrete is a porous material that allows cracking without disturbing the integrity of the product. Regarding backyard, we are awaiting County Engineer to move forward.

• Initial Complaint

  Date:07/13/2022

  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.

  (1) All of the sewage pipes make loud, rattling noise, especially the basement bathroom. (2) We paid extra to have Oak Stairs installed however, they have creaked horribly, like we've been in our residence for 20+ years. Caruso Homes, LLC continues to send ************** out to replace the treads, however, that STILL did not resolve the issue. (3) Caruso Homes, LLC totally replaced our basement stairs, however, the carpet has YET to be installed from over a month ago, with zero updates from ***************. (4) Our outside, front water spigot stopped working this past Fall/Winter. ******************* came onsite multiple times with multiple different service technicians. The last ******************* Tech, drilled a hole in the wall in our basement bedroom, pulled the pipe totally out the wall, removed a screw (which was causing the issue), replaced the pipe, and said "someone from Caruso Homes, LLC will have to come out and repair the drywall, paint, etc.". Needless to say, THAT never occurred and we paid out of our own pocket to have a repair replaced which was not caused by our own volition. (5) Our ceiling is failing in specific areas of our home as if it got wet and started crumbling. (6) Our driveway is 1/10th of a mile long. After numerous urgings from me, they refused to widen our extensively long driveway. We had to had a foot on one side, the entire length of our driveway, just to allow a normal sized vehicle to drive down it without driving on the lawn. We paid out of pocket ourselves for that expense. (7) Within our home plans, we were, from the beginning of our contract, supposed to have a roundabout turnaround WITHIN our 1/10th of a mile driveway. It is actually supposed to be nearest our front lawn. Caruso Homes, LLC FAILED TO INSTALL OUR ROUNDABOUT and any one who drives down has to back all the way back up our driveway. We've occurred quit of bit of damage to our property because of their lack and negligence. I can provide the plans with roundabout.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 7, 2022/07/21) */ Thank you for bringing this concern to our attention. We will review all the items raised in this complaint in-person and advise on the warrantability and next steps for each. We will contact the complainant directly to schedule this review based on their availability within our hours of operation M-F 8a-5p. Consumer Response /* (3000, 14, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business' response regarding "warrantable items" is unacceptable. Many of my issues do not fall within the scope of that answer. Perhaps, if the business will read to understand and not merely to reply, they will also see it's unacceptable. Business Response /* (1000, 20, 2022/08/29) */ We still need to inspect her concerns and she has not provided a day to inspect. Our response remains that all service rests require an inspection to schedule the work. We remain ready to complete the inspection to identify next steps once Ms. ****** provides an inspection date within our hours of operation. Consumer Response /* (3000, 22, 2022/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) My contact information has not deviated from the beginning. This is getting quite tiring and unacceptable. If "the company" needs a date to inspect, they need to take the appropriate steps to make contact. I am not going to continue going back and forth with them as this is just an attempt to placate and not resolve the issue. Business Response /* (4000, 24, 2022/09/01) */ A representative is scheduled to arrive at Ms. ******'s home on September 7th at 10:00 am to inspect her concerns.