ComplaintsforRitz-Craft Corp.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 homes. We have replaced floors once. Now they are still rotting. Not in wet areas just everywhere I intend on filing lawsuit

  Customer response

  01/16/2024

  [BBB Transcription via Email]

  I need to correct previous complaint.  I have only fixed one floor in my home and one floor in my sons.
  
  There is a huge problem. 

  

  Business response

  03/11/2024

  This is the first contact We have had regarding this complaint. Ritz-Craft has made contact with ****** *** to better understand the situation at hand. Ritz-Craft will continue to be in contact with the Builder Rainbow Homes, and ****** *** to come to a solution to this issue at hand. 

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been battling issue after issue since our home arrived. Every section of subfloor in our home was uneven. We had guys out here upwards of 5 times to address the floor. They decided to upgrade our floor & asked if we could live with the stuff under the carpet so they wouldn’t have to fix the issue. I had taped every room to make it easy for them. They fixed only 2 spots in 1 room by, I am only assuming by sound, snack wrappers. Another major issue was our shower leaking from day one. We had guys out here to fix 8-10 times. The water had damaged the trim & dry wall surrounding it. We had asked the worker from Ritz Craft TWICE during their week long work session if they were going to replace the water damaged trim & we were met with “I guess if you want us to.” After 15 minutes of their departure, I went to inspect & this man had left the same piece of water damaged trim up but slapped a very thin layer of primer on it in hopes we wouldn’t notice the water damage showing through it. Also, they seemed to have missed securing the panels of our shower correctly because we have over a 10” gap where it’s not secured to the wall. They left our home a complete mess. Not just a little dust on a few things, a complete disaster. They used our $500 vacuum before they went out and bought their own, because they forgot one. Never asked, just opened our personal closets and found it to help themselves. They left, what appeared to be, a carton worth of cigarette butts surrounding our home which I had to pick up by hand. My dogs both ate some and became sick before we could get them all. We still have doors that barely work, trim that looks like was found on the side of the road, sinks that leak, and so much more. Ritz Craft has failed to respond to countless of emails worth of communications and pictures. We have all the documentation and done so much work to try to help them, but they have not and will not extend any sort of respect to rectify the issues at hand.

  

  Business response

  06/28/2023

  We appreciate brining your concerns to our attention. It is our upmost priority for our homeowners to have a great experience during the process of building a new home. The items in this complaint are alarming to us and would like to give our perspective on this list: 
  Ritz-Craft has been on site for service two (2) times to complete the work order that was submitted with your builder. 4/20/23 & 5/8-12/23 
  Missing or damaged trim:  
  Ritz-Craft replaced or repaired the trim in question. During the service visit we discovered we needed more trim to complete. This trim completion was coordinated with your builder Little Valley Homes. 
  Leaking Shower: Ritz-craft removed wall tile to investigate where the leak was and repaired using new sealant and tile.  
  Uneven floors: Ritz-craft removed LVP flooring to repair the sub floor. Once the subfloor was repaired new flooring was installed. In areas that had carpet, the carpet and pad where pulled back to repair the sub floor and reinstalled the carpet and pad.   
  Tub Cracks- Ritz-Craft repaired these cracks during our service visit.  
  Ritz-Craft has been diligent in responding to your concerns through the builder each time. This is our standard practice for the customer to work with your contracted builder Little Valley Homes and for your builder to communicate to Ritz-Craft to complete and issues that arise.  
  At the completion of the second visit the entire work order was Signed off that all work was completed and approved by the homeowner on 5/12/2023.  

  Customer response

  06/28/2023

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

  We signed off on the work orders because we were told by Ritz Craft that it just meant they were there to work. The first time *** was there, he wasn’t even sent with the trim to replace (which was in the work order) so I didn’t want to sign it but he assured me it was just to show he was there. The second time we even took a picture of the work order and *** had contacted the main offices prior to signing because we were concerned with signing it but, we’re advised, again, it was only showing they had been there to work, not to complete. You can pull your call records from 5/12 to back up *** contacting the offices and we can send security footage of him on the phone if that would be better for you. 
  

  Also, the trim that was water damaged was not replaced, as promised, by Ritz Craft. You may pull all email communications and call records on that as well. My pictures are also in the email from the day you departed outlining that *** had lied to us on the phone and in person. I also emailed Thursday 5/11 to make sure it was replaced because they hadn’t got to it yet, and it still was not, after he promised us. They simply applied a thin layer of primer to mask the water damage. Again, pictures have already been sent and ignored by Ritz Craft.
  

  Your crews also did not address the uneven sub flooring that was taped out for them in 3 rooms. They removed the tape, but did not bother fix. 

  We have not received any response as to why your crews went through our personal belongings and used our personal items resulting in damage and us having to remove them from our home, to which your guys were confused about because they couldn’t find said item to use at their leisure again. They did not come prepared and decided they would help themselves to our personal closets and belongings. 
  

  No one from Ritz Craft has bothered to address the situation or return a single phone call/email about the solution to our damaged personal belongings from your crews. That is not our builders responsibility as they were all men directly from Ritz Craft. 

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

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