ComplaintsforEastwood Homes

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Have a kitchen sink that is new from the builder and its covered under the builders warranty but they are refusing to fix it. Its a damaged sink that is so corrupted it rusts for no reason. They are unwilling to look at it , offer a replacement or even attempt to try to remove the abundance of rust.

  Business response

  11/08/2022

  This is considered homeowner maintenance, not a warranty item. Stainless steel cleaner (barkeepers friend stainless steel cleaner) is recommended. The marking being complained of is from hard water minerals, so proper cleaning on a periodic basis is a homeowner responsibility. 

  Customer response

  11/08/2022

   
  I am rejecting this response because:
  Your products are faulty. If hard water is to blame then those products should not have been Installed. If you know that hard water causes constant rust and stains in your decrepit sinks then you should have chosen a manageable option like porcelain.

  basic maintenance is not multiple times a day attempting to remove ever growing rust from daily use.  Thats an abuse on the homeowners.

  Your response is ridiculous. You cant put in items you know will decay from the internal environment then ask the homeowner to maintain it. The fact that it shouldnt be in there is on you. 

  this product is garbage.

   

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After closing on our home on January 28 2022, there were only 2 things Eastwood promised to amend within 60 days. (Documents can prove). A cabinet door in the kitchen needing replaced (completed), and a rainwater drainage issue from my front porch ceiling onto my front porch (not completed).The front porch or the home is below the balcony which is adjacent to the master bedroom. The balcony, per Eastwood standard at the time, was built with a wooden plant boards flooring placed horizontally with a slight downward slant away from the home to help the flow of rainwater. I want to reiterate that it was built with the intention to naturally keep out the rainwater from my porch below. My porch was built with a white siding material with 2 porch lights on the ceiling. The day after closing the ceiling of my front porch was bulging; holding approximately 15lbs of water. The builder, *********************, was quick to toss me to the warranty department, the determine the correct approach. Long story short Im a nice guy, and they took advantage of that by dragging me along, promising to fix it. 9 months its been now with a gaping hole in my porchs ceiling, constantly draining water onto my porch on days of rain, and the builder one day rolls down his window while Im walking the dog near my house, to tell me the the warranty manager, ***********************, had turned in his resignation and he was now in charge of fixing my house AGAIN. He tells me hes going to figure how how they amended the other houses in the neighborhood with balconies, and then proceed on how he will fix mine. If offered ***** several affordable solutions, with only the answer that he has to maintain within his companies standard procedures, which they mistakenly built in the first place! Their newest solution is to also put wooden plank boards as a ceiling for my porch to allow the rainwater to fully drain onto my front porch! That is not how a house is supposed to be built. Please contact for much etc.

  Business response

  11/02/2022

  The complaint is accurate. The earlier warranty items were successfully resolved. The remaining warranty items will occur after supplies which have been in order are received. This has been communicated to our customer. This matter may remain open until supplies in order are received. Due to continuing supply delays our industry is experiencing, the precise date of repair cannot be established as yet. 

  Customer response

  11/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. They have started fixing the issue, but have not yet finished. When the job is complete, Eastwood Homes have assured me that if their solution isnt working, they will have to find another solution. I am glad this is finally getting resolved after 10 months.
  
  Thank you. 
  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our eastwood home in May of 2021. As stated in the warranty you have one year to have items such as flooring, showers etc to be fixed that was the "contractor/builder" error. I made my warranty complaint in Dec of 2021 about our master shower seat being slanted the wrong way and holding water, also there was never trim placed in front of the shower like there was supposed to be. The warranty department looked and agreed. They had the tile person come and look at the shower to confirm they have the tile and still no fix. It's AUG 2022. I was told that all the shower issues that I stated in my warranty request would be handled when they fix the shower. (Trim, Caulking at glass, holes in grout everywhere). It was truly poor craftsmanship the way this shower was put together. I am extremely disappointed with eastwood homes and the way they handle warranty requests. I'm not expecting jobs to be done the same week but 8 months seems a little ridiculous. Not to mention I took off work 2 separate occasions to have the work completed only for the warranty department and the tile people not show up. Eastwood homes may have been a great builder at one time but now... they are just hungry for money throwing houses together and truly not caring about the homeowners. I work in the medical field and if I treated my patients the way eastwood homes treated their homeowners. I'd loose my job.I'd like for eastwood homes to fix my shower and finish the warranty items I had placed on there so I can be finished with even thinking about dealing with them again.

  Business response

  08/15/2022

  This customer could only meet on a Monday so an in person site visit occurred today. Based upon that inspection there is a minor issue which Eastwood Homes is scheduling for warranty service. The shower seat is not pitched correctly on one side.  The pitch can be corrected by building up the thin set under the tile as the current pitch isnt far off level. The seat will not need to be reframed.   Eastwood Homes management has inquired with its vendor whether correct tile and grout is in stock to make this repair.  This complaint can remain open until this warranty repair is completed. Thank you.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new home from Eastwood, closed on October 8th, 2021. Immediately notified them of standing water in the yard. Have constantly contacted them about standing water in the back yard which continues to be an issue with no resolution. They have a ***** hour resolution. Nothing has been resolved

  Business response

  08/15/2022

  The Eastwood Homes warranty team has been to the house on multiple occasions. However, they are not observing the conditions the customer is concerned with. ********************, purely as a courtesy, has filed in a few low spots (foot prints mainly) in the yard.  It is noted that maintenance of the yard has not been conducive to effectively growing grass in the back and side yards.  It is a highly shaded areas. Tree leaves and lawn debris have been left on the ground. Eastwood Homes doesnt see evidence if the proper programs or steps have been taken by the homeowner to help the situation ( aerate and overseed, reduce irrigation use, fertilize etc.)   
  
  At this time no action is to be taken. Rather, Eastwood Homes will personally visit the home immediately following a rainstorm to see what is really happening. After that observation the customer will be contacted to discuss steps to take to address their concern.

  Customer response

  08/15/2022

   
  Complaint: 17679228
  
  I am rejecting this response because:
  

  Eastwood Homes has said that they have been out to observe the conditions, they are not communicating with anyone to advise that they have been by to check the conditions or to walkthrough the yard to check the conditions with anyone that *** be home. They are saying that the holes by the deck are from footprints (note the homeowner was on crutches for 3 months and could not be out walking in the backyard or using their crutches on uneven ground), but no one walks in front of there unless the grass has to be trimmed or mowed because it is too wet or water has ponded in the area.

  Lawn care professionals have stated that there is a drainage issue in the backyard as there are some instances where the lawn care providers cannot run their mowers over certain parts of the lawn because it is too wet. We have also had plumbers who came to fix the water main leak at the meter and a county utilities person state that there was a drainage issue.

  We went months without using the irrigation system but 5 to 6 days later spots in the yard still had standing water. Eastwood only sent people out to re-sod an area previously looked at. Photos sent of the water ponding in front of the deck and have been taken from above looking down from the deck to the erosion and holes that are forming because of the poor drainage.

  If Eastwood Homes is looking to send someone out right after the next rainstorm we would want them to ensure someone who is home walks around with them to point out the drainage issue areas to show them. If we are following all that Eastwood has stated to do then why are these ponding areas and holes forming. We also would want someone who is above the warranty techs to come out as well and to contact me via phone to ensure someone can speak to them and/or be at the house to walkthrough the areas together to come to a solution or address any situation.

  Sincerely,
  

  *****************************

  Business response

  08/16/2022

  By way of further response, Eastwoods grading company has previously been by the site and confirmed the yard slopes and drains per our scopes of work and the county requirements. Therefore, there will be additional observation, as previously shared, but no further action will be taken at this time.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new home from Eastwood Homes in August 2020. Shortly after taking possession of the home we started to have problems with erosion at the rear of the home in both corners of the lot. We submitted a warranty request for the erosion problem along with several other warranty items in July 2021. The warranty supervisor came and assessed the problem. Initially they tried to deflect responsibility but eventually agreed to try to address the problem. In spring of 2021 they sent their landscaper out to try to refill the hole created. After assessing they decided a much larger repair was needed and they would need to excavate the trouble area of the drainage swale and placing river rock if we agreed to remove the fence post in the corner. We worked with our fence vendor to modify the fence and remove that post. In October of 2021 Eastwood Homes sent their landscaper who then excavated the area with erosion, placed some kind of tarp or barrier over it and then laid hundreds of pounds of river rock on it. The problem has re-occurred. We tried reaching back out to the warranty manager that handled our initial request in April 2022 and he will not respond. We submitted a new warranty request that same month and were told by the warranty department that the drainage and erosion is our responsibility to maintain and is not warrantable. My problem is now I am unable to address the issue because of the repair their team attempted and hasn't solved the problem. If it was our responsibility they should not have touched it in the first place, now the problem is more expensive and exponentially more difficult to solve. I've tried reaching out to their team every month since and haven't gotten a response. Now I'm unable to even submit a warranty request on their site and just get a message that I've been blocked.

  Business response

  07/06/2022

  This customer's property meets the developers property. This customer, after purchase of their home from Eastwood, installed a fence that impeded water flow. In a prior BBB for the same situation I explained that Eastwood performed a repair as a one time courtesy to owner and the developer by filling in the emerging hole, adding fabric and stone, and provided new sod from back 

  to front. It was explained at the time this was a one time courtesy and since the fence was installed by the customer and blocks water flow - that the customer would need to maintain the area moving forward. 

   This new complaint is as a result of that area not being maintained as instructed since a new hole has formed (because the fence is still there).  

  It is recommended the fence either be removed and the customer fill the emerging hole area with rock or soil and grass, or that this area be actively maintained after repairing the area again. Since this is a matter which a courtesy response has already been provided, Eastwood cannot offer to do anything further at this time. 

  We respectfully request this matter be dismissed based upon this response. 

   

  *********************

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  Customer response

  07/08/2022

   
  Complaint: 17448925
  
  I am rejecting this response because: The reason given from Eastwood Homes for the hole forming was not that the fence was impeding water flow and that the singular post in the corner of the yard caused the problem. Now firstly we had it removed per Eastwood Homes suggestion before their "courtesy repair" was done. Secondly we've had numerous landscapers that have looked at it and told us the fence was never the problem to begin with. According to them the problem was the soil was not properly packed and graded.

  Additionally there never mention about fabric being used, only that there would be some excavation and rock put in. Now the hole has formed under the fabric that we weren't informed was going to be there. We can't access it to repair it because of their so called courtesy fix. They made the problem worse. We also had a hole forming on the opposite side of the yard, which Eastwood Homes had another excuse about why it wasn't their responsibility. That one hadn't progressed as far as the hole in question and we were able to fill it, pack it, and sod over it. I am unable to do that here because of the "courtesy repair".

  Lastly, I can't even begin to understand why the water would be routed to the exact property line on that side of the yard. It is NOT on the property line on the opposite side of the yard and is instead slightly offset from it, so it doesn't seem to me it was required. That is also the only place the *** allows a fence to be installed, on the property line. So is it Eastwood Homes stance that we shouldn't install fences? That seems completely ridiculous.

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

  Business response

  07/28/2022

  In response to this response, the per lot and community grading requirements are outside Eastwood Homes control - because such matters are dictated by the governing jurisdiction's engineer, not Eastwood Homes. Eastwood Homes does not design the water flow; rather the governing jurisdiction always does. Second, the response provided demonstrates that ******************** had landscaping work accomplished and received opinions from his landscaper that a hole was forming, just as Eastwood Homes has communicated. Consistent maintenance will need to occur by ********************, or his landscapers, because that hole will always form until the installed fence is removed.  Finally, we arte beyond the time period for landscaping matters. Eastwood Homes did substantial work as a courtesy, but given the recurring nature of this issue, this is solely the responsibility of ******************** to maintain his property and continue to fix the area where the hole is forming.

  Customer response

  07/29/2022

   
  Complaint: 17448925
  
  I am rejecting this response because:
  

  Firstly we did not receive advice from our landscapers that a hole was forming but instead contacted them because hole had already formed. They didn't have to tell me a hole was forming because I have eyes.

  Secondly Eastwood homes informed us that the SINGULAR fence post in the corner of the lot was the problem. The SINGULAR fence post that Eastwood Homes blamed for the hole forming was removed prior to any courtesy work performed by Eastwood homes, even though our landscapers were adamant that was not the problem. Now the claim is that the entire fence is problem, however the hole started forming away from the fence and only comes up to a piece that floats between posts. It is not originating at ********* post or any part of the fence that contacts the ground. So I do not believe that to be the source of the problem, not did I ever believe that was the source of the problem.

  Thirdly while it is beyond the point that landscaping can be addressed by Eastwood homes, it was not when the original claim was filed. So that point seems completely irrelevant.

  Fourthly while, Eastwood homes did do extensive work to both our property and the property beyond our lot, owned by the county I presume, it not only did not fix the problem, it has made it worse by piling rocks on top of some kind of fabric that is preventing me from accessing the problem area.

  The fourth point is my entire problem and why I've filed the complaint. I would rather Eastwood Homes have done nothing than the courtesy work that has made the problem worse and their refusal to address it.

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

  Business response

  08/05/2022

  While Eastwood Homes was unaware of the governing jurisdiction (or HOA) adding certain materials in the area which apparently created or exacerbated the conditions highlighted in this complaint, it makes sense that external decisions uninvolved with Eastwood Homes are at issue - which Eastwood Homes is not involved with. 

  Customer response

  08/05/2022

   
  Complaint: 17448925
  
  I am rejecting this response because:

  It doesn't make any sense. No governing body added materials. Eastwood Homes did as their "courtesy fix". I can only conclude that my response was misinterpreted.
  
  Sincerely,
  
  ***************************

  Business response

  08/11/2022

  Per the original response, the customer used their own vendor to install the fence, which created the hole in the first place. Eastwoods attempt to assist the customer, in good faith, didnt ultimately, per the customer, address the underlying issue of the hole being created and enlarging over time. This is solely an issue for the customer to resolve. ******************** did not create the problem. The problem was created due to post closing performed by someone hired by the customer. No further action will be taken and we respectfully request this matter be closed. 

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have multiple issues that were agreed upon by the builder and us, and were assured that all punch list items would be done within ***** days, and its been 90 days since we closed and they have came out once, and theyve had plenty of time, since my wife was home for over a month due to surgery. Tired of the procrastination, especially considering what we paid to have this house built. Weve had multiple issues during the build process, but they also did not follow through on giving us a suitable storage area, due to building requirements for our area, where the trusses eliminated the storage area in the picture representation we were given. We have a written guarantee, by one of their representatives, that they would give us another storage area, and the area supervisor refused to do so. They have not kept there word on several issues.

  Business response

  04/01/2022

  Eastwood Homes has reviewed our customers concerns. The only issues are the garage door panel (which was ordered on January 3, 2022 and will not be received until June 7, 2022 due to supplier backlog) and the cabinet veneer which can be installed likely before the end of April, as that veneer should be in stock by then. Upon receipt of these two items Eastwood Homes will make an appointment and come out and install both. While both Eastwood Homes and our customer would both want these two items addressed previously, we are both at the mercy of the suppliers who are having longer delays than desired.

  Customer response

  04/02/2022

  As you can see, the garage door and cabinet is not the only thing that needs corrected. Attached are photos. The two walls have JUST been corrected and is awaiting sanding and painting. Still waiting out the outside to be corrected, including touch up painting and fixing cut marks and replacing flashing on the porch. 
  Complaint: 16930084
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business response

  04/21/2022

  ************** response was that Eastwood Homes has already completed the few warranty items it could, with certain follow up work items which are being addressed. There is no dispute. The elongated service times are, unfortunately, commonplace for all builders at this time.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have continued issues with your contractors blocking access to my drive way and my house. I have reached out to my HOA who said it SHOULD have been resolved and shouldnt happen any more. We'll guess what, your back to blocking access to my house once again. To top it off your contractors are going down a one way going in the wrong direction. Pretty sure that's a traffic violation. I'm asking that this get resolved and stopped once and for all. I have emails to AMG that can be provided on request.

  Business response

  11/09/2021

  Eastwood Homes has reviewed the complaint regarding times when third parties block or impede driveway access. As is the case in communities under construction, third parties of all kinds (whether affiliated with Eastwood Homes or not) will be on site. Many of the third parties are not under Eastwood Homes control, such as utilities installers, governmental representatives, or prospective customers. While understandably inconvenient from time to time, customers may have to ask third parties to move their vehicles. In the alternative, you may want to place a note on any vehicles driver side window requesting they park in another area so you can access your driveway. Fortunately adjacent home construction is of short duration so whatever temporary inconvenience exists will cease in the short term.

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our Eastwood Home in December 2020. A few months ago our ceiling was dripping water during a heavy storm. Now we found mold in our vent, and on our clothes in our closets. We have filed a warranty claim weeks ago with no action. I have emailed again with my health concerns and was stood up by the builder *********************. I emailed him at the time of appointment on Monday without a response and today he said oh you didn't get my email about switching to today? There was no email. He said he is moving on to another job and is extremely busy. His exact words " Like I said, I will convey this to the new builder. I hope he will give you the service you think you deserve"This is unacceptable to worry about my family's health with possible mold running through our vents.

  Business response

  10/29/2021

  Eastwood Homes and our customer have an in-person meeting scheduled to discuss this customer's concerns on Monday, November 1, 2021. Once that meeting occurs an update will be provided. Thank you.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my new home back in May 2019. We pretty well had a one year warranty on everything. I begin to worry somewhere about the way water was not draining from the back yard. I communicated my concern about this to the contractor's representative (****) somewhere around late fall. I can remember the exact dates but he finally can in to attempt to fix the problem. He did this 3 times over a year to ********************************************** mid to late 2021 after a major fix to the problem that we will see how it looks through the winter to spring. It still in places still holds water and isn't draining properly. I was in not in a hurry to get back to the contractor due to other house projects I was involved with. And the reason I wasn't mainly was the contractor, ****, told me I had 4 years warranty on drainage issues. Long story short, I finally got ahold of the new contractor rep who is now telling me there is no 4 year warranty that I was mistaken. Need fixed.

  Customer response

  09/17/2021

  Hi, the contractor was over before I sent in the complain. They will do some work on the front portion.
  They asking why I didn't answer their emails back in December last year. I don't remember getting them or seem I would have responded. I was in no hurry at that time as just started winter and would have to wait until spring to see if what they did was working.
  The major problem is the contractor rep at the the time, ****, clearly stated to me any drainage problem with my property had a 4 year warranty. That's why I wasn't in a hurry to get the repairs. Pls trying to get to the right person to complain wasn't easy. I called over a period of 2 months or so to finally get the right process to go through.
  
  Thks
  

  Customer response

  09/23/2021

  Hi, see the attached video and photos. I sent this to the contractor as well
  
  Thks
  (Pictures From Consumer.pdf)

  Business response

  09/24/2021

  Eastwood Homes representatives have been out to this property on several occasions. The issue is the effect on water drainage that the customer installed fence is having, and will continue to have, on the property. The drainage swale is adversely impacted by the fence, which fence was installed years after the house was sold by Eastwood Homes. At this juncture there is nothing further which Eastwood Homes can do, as the fence would have to be removed to put the original swale back in place to work as originally intended (for this house and also the neighbor's house).

  Business response

  10/15/2021

  For the ******* matter, Eastwood relies on its initial response, and wants to reinforce its response by stating that post closing, **************** installed a privacy fence and his left hand neighbor installed a block retaining wall to level that side of his yard. Both projects damaged the existing drainage swale. In addition, based on the condition of the entire yard, it was very apparent that **************** made little to no effort to maintain his yard. Eastwood Homes, although having been on site several times to verify conditions, has informed him at that time that he was out of warranty, and told him it was warranted for a year, not for four years, and that it was apparent he and his neighbor damaged the swale. With that said Eastwood Homes had its landscaper come to the property and perform work on the areas which were outside of the fence and swale area, purely for customer service reasons. 

  Customer response

  10/15/2021

   
  Complaint: 15980983
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  10/20/2021

  Ok, this drainage problem has been going on and was noticeable from a few months after we moved in.  We contacted the contractor representative, ****, who by the way no longer works for Blue Stone, to my disadvantage.  I complained of the water drainage problem in my back yard.  After back and forth, he sent a crew over twice. And I will try to detail in a video above. The 1st time they came, they removed the top soil off the side of my yard making it worse.  The  2nd time, they did a more extensive job mainly in the back yard. As I was skeptical of how this want fix the problem,  we basically agreed to wait until winter was over and see how it was looking. This is when **** told me not to worry as had 4 years warranty on water drainage problems.  This is why I was in no hurry to get in contact with them.  At this same time the virus hit and I was home schooling 3 kids as well.  I will explain in video above more.

  As I explained before, they just need to come discuss with me how they intend to fix this problem with a permanent outcome.

  Thanks for you time.

  Business response

  11/10/2021

  Eastwoods response is the same as before. When you install a fence you change drainage, so no further action will be taken.

   

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