ComplaintsforLogan Homes

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Logan Homes is the epitome of incompetence in the construction industry. They have consistently proven themselves to be untrustworthy and dishonest, failing to honor their commitments time and time again. It's been an infuriating two and a half years since we moved into our home, and Logan Homes has yet to rectify the issues that were clearly outlined in our initial punch list.When it comes to evading responsibility, Logan Homes takes the cake. They employ every conceivable aggravating tactic to ***** their obligations. Even when they reluctantly agree to address an issue, their approach is mind-bogglingly inept. Take my garage, for instance; it has been plagued by leaks, and Logan Homes has attempted to fix it a whopping eight times, yet the problem persists unabated.Furthermore, they've blatantly disregarded the manufacturer's guidelines when installing our floors, leaving us with a subpar result. Shockingly, Logan Homes has flatly refused to correct this glaring error, displaying an alarming lack of professionalism and accountability. In conclusion, dealing with Logan Homes has been a maddening and disheartening experience. Their inability to fulfill their promises and their penchant for deception are inexcusable. If you value your sanity and your investment, steer clear of Logan Homes at all costs.

  Business response

  07/24/2024

  We are actively working with the homeowner to resolve the issue and anticipate having it addressed soon.

  Customer response

  07/25/2024

   
  Complaint: 20570922
  
  I am rejecting this response because: We are working on a few issues but they have not been resolved yet
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Logan Homes home in July 20' and during the home inspection the inspector noted an issue with possible water penetration behind the siding above the garage door header. The agent contacted Logan Homes who sent someone out to look at the issue and we were told that there was no house tape applied around a light fixture and that they applied said home tape around the light box. Fast forward to May of 23' and after a few heavy rains we noticed some staining coming down the middle of the garage door. I was discussing with my neighbor who had a very similar issue (Logan fixed free of charge) and he pointed out some damage in the area of the garage header, specifically a board that had came unnailed due to the garage header now being rotten. I contacted to the home warranty company (has a 10yr structural warranty) and was told that this was not a structural issue so I reached out to Logan Homes and they sent someone out to investigate again. This time the guy showed up 2.5 hours late, with no tools, just took a few pics and video and said that he would be in contact. Then after ignoring my repeated attempts to get back in touch with them for the following 2 weeks the guy finally called and also said that this was not a structural issue and they'd be doing nothing about it. I wasn't ready to give up so I reached out to the operations director ***** ******** and he came by to take a look, then scheduled a siding crew to come investigate. The siding crew came and opened it up only to discover that not only was there never any house tape installed around the light box but also that the light box that had originally been installed had over half of the nailing ****** cut off before installation. Had Logan Homes actually installed a proper light box and taped it (either during home construction or back in 20' when the siding crew came, determined there was no house tape and lied about installing said tape) than we likely would be here. Please fix this!

  Business response

  06/26/2023

  Thank you for your email. This complaint is from a second owner (resale) of this house. He bought it a couple of years after it was newly constructed. The builder warranty was expired and does not transfer. However, he does have a 10 year structural warranty through professional warranty services.They reviewed his claim and denied it because it is not structural in nature.After being told this again by our Warranty team, he contacted Logan Homes again. We sent the Director of Operations personally to look at the issue and had a siding contractor investigate the source of the leak. We told the owner before the siding crew came to his house that any repairs would be his responsibility. We sent the siding ********* to investigate the source. We also have no record that he reported any issue to us in 2020. This home is now almost six years old. We do not think Logan Homes has any continued obligation here.

  Customer response

  06/27/2023

   
  Complaint: 20238417
  
  I am rejecting this response because:  there is Clear proof that Logan Homes was notified of the issue (likely by the original homeowners - ******'s, since the issue was discovered as part of the pre-purchase home inspection) as evidenced by the attachments to original complaint.  1 - attached email from realtor saying Logan came *** inspected *** then installed house tape and  2 - the attached screenshot of a video I have of Logan homes contractor inspecting the issue.  Had Logan Homes actually done the right thing back in 2020 when the contractor inspected, and installed the house tape maybe we wouldn't have a rotten garage header now.  Also, had Logan Homes installed a light box that wasn't damaged during initial construction (1/2 the nailing ****** was cut off) there would be a much lower likelihood that we have the rotten garage header.  There are also numerous other homes in ******************* that had very similar issues, also talked about in the attached email from realtor.  Logan Homes' subpar construction directly led to the rotten garage header that we have.  But, go ahead and continue to lie about not having a record of the issue being reported.  I'm very positive that should you look hard enough you will find that the issue was reported to Logan in July of 20' and that Logan sent a contractor out.  I have the full video of the contractor being here and inspecting the home.  This video has already been sent to your operations manager who is now ghosting me.  Please step up and do the right thing, repair the issue. 

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

  Business response

  06/27/2023

  Thank you for your response. We understand the frustration when experiencing any issue with a home. As this home is a resale, the best way forward may be to address this issue with the previous owner (seller) of the home from which it was purchased. If this was an issue at the time of the sale, and was not disclosed then you could perhaps request assistance from the previous owner.  Unfortunately, this home no longer falls under the original 1-year warranty, nor, as found when inspected by the Operations Manager, is this a "structural" issue that would be addressed under the structural warranty. During the 1 Year Warranty time, we revisit the home three times (60 days, 90 days and 11 months) to ensure owners are satisfied with their home. Logan Homes has adhered to their warranty responsibilities for the home.  

  Customer response

  06/30/2023

   
  Complaint: 20238417
  
  I am rejecting this response because: I'm currently waiting to hear back from one of the owners.  I feel that you're still just trying to deflect the blame and are not willing to accept and acknowledge the root cause of the issue, which is that a damaged light box was installed during initial construction and that it was never properly taped to keep the water out.  Had an undamaged light box been properly installed this issue would likely not have occurred.  Not once has it been acknowledged that a damaged light box was installed (and installed improperly ie. it was not taped) even after I was told that it was taped up as a precaution during a follow-up visit from your contractor in June 20'.  The fact that a damaged light box was improperly installed just keeps getting glossed over.  I have also included a ss of an additional email chain between Logan Homes and the previous owners as additional proof that Logan Homes was notified of the issue on June 28th 2020.  I'll keep holding out hope that at some point someone will acknowledge the root cause, accept responsibility for the subpar construction, and repair the issue.
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Logan Homes completed construction of my home in Waterford Subdivision in Nov 2020. After taking possession, I noticed water stains/damage on the sheetrock around the garage's window, ceiling and wall whenever it rained. Early into the home's 1-year warranty period, I informed Logan about the rainwater entering the garage and was told it would be addressed at the end of the one-year inspection period. I provided Logan my October 2021 Inspection Report which noted this defective work. Based on the ******** test, Logan said water was coming in behind the metal roof above the garage window and had their roofing sub caulk the area. When it rained, water continued to enter and soak the same area. After second inspection, roofing sub said water was soaking through the brick as there was no water resistive barrier behind the brick veneer. In July 2022, Logan removed the sheetrock from around the window and tested the area for mold. Logans last water test on 18 November 2022 also failed. By email on 9 Jan 2023 Logan informed me that the water is soaking through the exterior brick and penetrating it, causing it to leak behind it, and said they would apply Drylok. Since that time, Logan has abandoned their obligation to find and fix the water leak and their defective work. My garage wall remains in a state of total disrepair and water continues to rundown the wall when it rains, a condition conducive to wood rot, termites and mold growth. Despite repeated attempts to reach the Logan and find a mutually agreeable solution, they simply ignore my calls and emails after I asked if a water resistive barrier had been installed. The county inspector said a water resistive barrier is required behind brick veneer per R703.2. For the roof top, they have to have an underlayment below asphalt shingles, which typically is 2 layers of 15# felt, 30# felt or other approved underlayment; that underlayment and water resistive barriers are required to direct water away from the structure.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a one year old Logan home in ******. After moving in the thermostat went out during the cold weather. We called the company that installed it and was told it would be a week before they could come. I called another service company who came that day. The company found the *** was wired wrong and the unit was not large enough to handle our home. I called the original installer to be told it was not covered because they had to check it first. We Also have a flooded yard that was supposed to be fixed before we moved in. The master bedroom wall is cracked on the corner and ceiling. We was told the warranty on all of this went with former owner. A one year home should not have these issues. Now we are waiting for more issues as there is diffently problems with the structure of this house. I emailed the company and was told everything is out of warranty. They are willing to work with us on the heating system but not the rest. The water problem is a big issue. We was told it was not grated properly and we need a French drain. This was supposed to be done before it was sold . Now we are stuck with no warranty.

  Customer response

  01/12/2023

  ***Document Attached***
  This is the water standing in our yard before we purchased it. We were unaware that there was water issues when we bought this property. This should have been taken care of while still under warranty.
  See Attachment/File: Image6

  Customer response

  01/17/2023

  Have been in touch with Logan Homes. They are willing too check out our complaint regarding the flooding in side yard.

  Business response

  07/25/2024

  Logan Homes warranty is not transferable to new homeowners. However, we want to confirm that all has been resolved.

  Customer response

  08/02/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We moved into our newly constructed Logan Home in December 2020. From the beginning, there we several issues with both product quality and craftsmanship throughout the property inside and out. One of the biggest issues being the flooring and stairs. During the design process, we paid a substantial amount of money to upgrade our flooring and stairs, only to receive inferior/defective products. Over the next several months, a few feeble attempts were made to correct the issues until Logan ultimately decided that the product installed was defective and needed to be completely replaced. The work was supposed to be finished by December 2021; however, Logan Homes continuously delayed the work. In February 2022 they confirmed once again that the product is defective. In April 2022, they "approved" our replacement. In May 2022, we were "put on the list" to be replaced. Since then, they stopped returning calls and text messages. A neighbor of ours with a similar problem, recently had her flooring replaced by Logan with the same defective flooring that was originally installed. Per the account of our neighbor, their new floor is worse than the original. All we want is for the job to be done correctly with a product that is not defective. If Logan is unable or unwilling to do that, we would like for them to pay for a different company to complete the job properly. We feel that Logan has been very misleading, dishonest, and deceitful throughout this process. As first time home builders, we feel like we were taken advantage of from the selection of our lot, through home design, construction, and warranty work. At this point, we just want this nightmare to be over.

  Customer response

  10/07/2022

  I have not heard from the Logan Homes, and the matter has not been resolved.

  Business response

  07/22/2024

  Were happy to report that Logan Homes has addressed the issue directly with the homeowner, and everything has been resolved.

  Customer response

  07/24/2024

   
  Complaint: 19360540
  
  I am rejecting this response because everything has not been resolved. We still have several outstanding warranty issues that Logan refuses to handle. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Logan homes has now defaulted on repairing shoddy interior work and a dangerous condition with the broken, installed and haphazardly repaired roof trusses. I have no documentation on what they call repairs. A structural engineer will now be added to my expense. All this on my brand new home of one year old. Watch out with them, I wish I had done some homework and investigated before I signed a contract with them. Now I have all this nonsense to deal with in my dream home.

  Customer response

  08/29/2022

  Logan homes has not tried to contact me in order to correct all the deficiencies in my new home. I cannot believe that I have to go through this nonsense with them over a brand new house built in 2021. Their supervisor trip, trap whatever his name is said the the crooked doors in my home are within their tolerance. Imagine that? Well if you decide to build with them good luck, I never thought that I would be having to deal with this. Do your homework, read all the reviews on them and then decide if it's worth the risk. My home is in ************** which I heard they are no longer building there. I wonder why, ask them.

  Business response

  07/25/2024

  We want to inform you that all issues were resolved and completed on January 26,2024. Additionally, the homeowner received an engineers letter dated January 24, 2024, which confirms that the repairs to the roof trusses and roof framing are good and are adequate to resist the expected loads acting on them

  Customer response

  07/28/2024

   
  Complaint: 19360114
  
  I am rejecting this response because:

  I have not received any engineering report. After registering a formal complaint against their license and the expense of a lawyer and the expense of an engineer they were forced to come back and correct all the structural deficiencies that never should have occurred in the first place. God knows what is going on between them and the building department. It is very unfortunate that I had to go through all this trouble, but I cannot imagine the problems I would have had trying to sell the home someday. I hope there is an engineering report that i will be able to retain in order to prove that the obvious repairs have been completed to an engineer's  satisfaction. At this time, I have no proof.

  As far as them stating that all the work has been completed to my satisfaction is a broad statement. Hopefully the structural issues will be behind me someday, but the cosmetic part of the house (doors not shimmed properly, a crooked staircase railing and the famous framing nail that is pushing up a roof shingle) is something I will always be stuck with. 

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

  Business response

  08/01/2024

  We would like to inform you that all issues were resolved in January 2024.You should have received the following documents:
  Certificate of Compliance
  Engineer's Letter
  Dismissal Letter from the *********** of ******* Contractors
  If you have not received these documents, please reach out to your attorney for your copies.

  Customer response

  08/02/2024

   
  Complaint: 19360114
  
  I am rejecting this response because: According to the building department the documentation is supposed to come from you. If you want, I can contact them again or you can forward the paperwork direct to me.

  The attorney is no longer on retainer, I do not understand why you would forward it to them.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Logan Homes left my lot without a proper retaining wall causing continuous massive erosion posing a hazard to my home and family, my concrete patio was laid on the wrong side intentionally because there was not adequate room on the correct side due to the lot and home placement-pure negligence from the start, again due to no retaining wall. All outdoor fixtures and wiring are set up on the opposite side leaving zero lighting over the patio. This is a concern because my lot has a nearly 8ft sloping DROP OFF which is not visible at all times. There is no wall. We have continued to voice concerns and use proper channels to address this. It has fallen on deaf ears since December of 2020. My home will eventually be affected by this erosion. Additionally, the lot next to me was non buildable due to wetlands, we were told the wall in place on this lot was the sole reason my lot could not be affected in any way(i.e. a wall put in) in order to sustain the wetland retaining wall. There are laws protecting wetlands, so this unfortunately was an answer we had to accept. Until the spring of 2022 when Logan Homes by passed this and removed the wall entirely THREE different times rebuild a wall to extend that lot and built a home over the wetlands. This lot is also posing massive erosion that washes directly into my lot flooding it with sand and landscape, further destroying my lot. I have multiple massive erosion holes that are of great concern to my home, safety and property. Action needs to be taken, this is not acceptable and I want my legitimate concerns and issues to be heard and handled. Lastly I would like to add that aside from this, the entire first floor of my home needs replaced per Floortex and Logan Homes representatives will not even respond to my emails. This is the final straw that lead to this complaint.This business is unexcusable and shows exactly how much Logan Homes cares about the longevity of their work and the customers in which they make their living

  Customer response

  09/22/2022

  No response has been received from Logan Homes as of 9/21/2022

  Business response

  07/22/2024

  We would like to update you that Logan Homes has resolved the issue. As outlined in the warranty manual, no action was needed from the builder concerning the retaining wall. Furthermore, the floors have been repaired.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We recently purchased a new home with Logan homes. We settled on our home November 23, 2021. 2 broken windows were installed in late August during the building process. 1 window pane is crooked, the other window has broken glass. At that time, we asked for the windows to be fixed or order new windows. I have included pictures dated September 6th. The windows were never fixed/replaced. We were told they would be fixed a week after closing. As of today, January 16th, they are not fixed/replaced. With the colder weather we now have a cold draft through the kitchen. I called the Logan Homes warranty dept. On January 4th, left a message and they never responded. We have been told many different things from the project manager: 11/23- "we are 3 weeks out at least" 12/13- "Just got off the phone with our window distributor and half of the glass has come in and the other tight sashes are supposed to arrive Wednesday. Hope to schedule an install here this week. 1/4/22- "they are now showing a load date of 1/17" 1/12/22- "I'm trying to get an answer from our distributor, but they still have not been able to give us a date" All of the above information is copied from emails. We understand delays in materials, because of Covid. Our windows were delayed during the building process. Knowing this, we are disappointed to find out that the replacement windows were never ordered in August, 5 months ago. In addition, our frustration lies with being told so many different things about the availability. The cold draft through the house is not helping the situation either. We would like our windows replaced or repaired as soon as possible.

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2022/01/20) */ The superintendent confirmed that the replacement windows were ordered on 8/25/21. Due to Covid related global supply chain issues, it has been taking much longer than typical for window orders to be fulfilled. The windows have arrived and the homeowner is currently out of town. The window installation has been scheduled for Tuesday 1/25/22 when the homeowner returns. Consumer Response /* (2000, 7, 2022/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your help Better Business Bureau. The broken windows were replaced.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Regarding our experience to date from one office at Logan Homes. My wife and I are very excited about the new home we're having built right on the lake at Hampton lake in Bluffton, South Carolina. We contracted it to make this home in November of 2020. Our original contract had a completion date of August 2021. of 2021. Of course, we're well aware of the situation with COVID, and we've graciously accepted two delays for the completion of our home. Logan Homes has been afforded a gracious acceptance of these delays without rebuttal. We understand the supply chain, labor, and covid related issues. Logan homes send out what should be monthly requests for payments. The company has presented no bills for the last three months. Of course, we again are aware of supply delays. We inquired why and were emailed from the office that construction had halted in the past three months. My wife and I happily accepted this as an answer and again patiently waited for more updates. There were no updates whatsoever since that date; we just got a bill for 105k. We have initiated two wire transfers to pay the funds and have since wired 84k, and another 20k will follow in three days. We got a rather nasty threatening response from the controller Tara. Regarding the threat, to stop construction on our home, not from lack of material but spite. Again this is after two delays from the builder on two previous occasions. We mentioned that our funds are from securities and would clear and wire this coming weekend11/16/2021. Thus completing the round of funding within two weeks of the request We replied Tara Boyer 11/16/2021 929 am Mr *** As I have previously stated - if there is nothing to a bill (we were waiting on windows), we have nothing to bill for. This draw request is for work completed in October Effective immediately, we will stop work on your home until we receive payment. And finance charges will be assessed. My wife and I have reached out to logan home for a reply

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/11/19) */ We have reached out to ******* via phone and email. Both he and our team have come to an agreement this situation has been resolved. He indicated he would remove/resolve this complaint upon our response to BBB. Thank you. Consumer Response /* (2000, 7, 2021/11/23) */ Hi there thank you Please yes resolve the issue the builder did get in touch and send updates to us, the updates were satisfactory. BBB complaint got them into action and we are happy with the result Please yes, resolve the complaint. Thank you

*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. ↩