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Complaint Details
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Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We built a new home with Eastbrook homes beginning with a deposit in November 2021 and ending with closing in April 2023. It has been a very frustrating experience with many delays and lack of follow through on issues that we identified during the build process. Our overall experience has left us frustrated and left feeling completely unheard. The reason for this particular complaint is related to incomplete work.Eastbrook completed a 1 year warranty walk with us and noted several items to be fixed. This included two areas of drywall repairs needed as a result of construction. A drywall contractor was sent out to fix the drywall. When we called and asked when to expect painters to complete the job we were told painting is not included. This is like a mechanic completing warranty work on a vehicle and returning it to the owner in pieces. Our home should be returned to us in a fully restored condition following construction warranty work. We are not asking for paint touch *** due to wear and tear. This is work they created and need to finish.Further, if they had no intention of painting that should have been made clear to us during the warranty walk through. We would not have been happy but at least we could have made an informed decision.Again, this is just the most egregious outstanding issue we have. At minimum, Eastbrook needs to have their professional painters who are in our neighborhood every day finish this job and we would hope they would be interested in completing the remaining items. Eastbrook believes they have a reputation for quality and service but we have not experienced that.*************************** and *********************
Business response
05/29/2024
I did review with the customer service manager and confirmed these two areas were normal drywall repairs typically found after a complete heating season. Eastbrook does note that normal drywall repairs are to be painted by the homeowner in your Homeowner's Guide (Caring for your Home and Performance Standards), 30 *********** appointment and in the email we sent to schedule the 1-year warranty walk.
We are sorry you have a different expectation, but this is documented well throughout the building process.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.