Business ProfileforBuilder/Buyer Services Group

BBSG is being used to log issues identified during my new home build. Issues are logged in their system and they should assign work on those issues if they are under warranty and fall within the timelines provided. The problem is items get auto-closed without any email notification. I have also left multiple calls with the person assigned to the items at BBSG with no returned calls. This went over 1 month and more than 1/2 a dozen voicemails I left. If an item is closed they do not tell you why other than it does not fall under warranty. We have fought one particular issue with install of a shower tile that caused a leak and it took me to track down the builder who said he knew nothing of the issue.

Since experience shows that people will seldom update the online system to mark service issues as completed, the software does include an auto-close feature. An email is sent to the homeowner requesting a status update and states if no update is provided, the issue will be assumed to be satisfactorily completed and will auto close in a given period of time. The email address used is the one the homeowner provides in their profile, and a "test" email is sent to the homeowner each time a service request is entered by the homeowner to confirm the communications path. A copy of service request emails, along with status update/auto-close emails, sent to the homeowner is also sent to an archive. The archive shows that emails were sent to the complainant homeowner's email of record in every case. The homeowner is provide with a copy of the builder's warranty coverages. The warranty is based on national guidelines and is limited in scope (it is certainly not "bumper-to-bumper"). It does not extend to cosmetic issues and assumes the homeowner does needed homeowner maintenance. If an issue is closed by BBSG as "not warrantable", the homeowner is given a chance to state which section of the warranty book was mis-applied. The same process can be used to reopen issues that auto-closed in error. BBSG provides warranty administrative support for thousands of homeowners within the continental United States, and occasionally miscommunications occur for various reason. Nevertheless, BBSG remains committed to administering the builder's warranty in a professional manor.