Complaints

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a house from Graywolf and closed on September 29th of 2023. The house is located in the ************************* Neighborhood in **********, **. After the 1st 30 days we noticed that the master bedroom door was getting difficult to close, this continued to the point where the door wouldn't close at all. This was followed by a crack on the wall and a completely out of square door frame. because they come out to fix items covered under their warranty only 30 days in and 11 months after closing we waited for the 11th month to request repairs to this issue.After I placed the warranty claim and after I send the report from a home inspector indicating there was a support issue with the wall, ******** send a gentleman to re-set the door and another contractor to seal and repaint the crack on the door. They did a great job, that lasted exactly 3 days. After the 3rd day the door was stuck close so I had to pull it as hard as possible to open it. This obviously broke the top of the door, the next day the crack on the wall was open again. I email *********************** again and explained what was happening, he send the same door *** who told us that there was something else wrong with that area that he could not fix. That he would recommend ******** to send someone to look at the problem and to replace the door. Since that day October 30th I have not heard from anybody at GrayWolf. Today I sent them email number 5 without a response. We've lived for almost a full year in a house where I cannot close the door of my master bedroom and with a wall cracked that faces the living room where every visitor sits and ask what's going on there. We are worried that this might be a foundation or rafter issue but it is obvious by the lack of response that the people at GrayWolf is not worried at all. This is only 1 of many issues we've found around the house and 1 of many issues mentioned by others who purchased a house in this same neighborhood

• Initial Complaint

  09/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I went under contract for the LePree floor plan with Gray Wolf Homes in October 2021. The elevation plan that I chose was Elevation B, with the spilt roof pattern. I didn't receive that elevation. Since my initial contract, the sales agent has changed 5 times. I sent an email to the new sales agent. She emailed back with the following response, “When you change to a full front patio, that changes the roofline. It appears this was not well communicated, but it should've been discussed during your pre-construction meeting.” This information was not communicated with me during my pre-construction meeting. The Elevation plan that has now been built for me is not advertised on the Gray Wolf website. I have never seen it before and it looks totally different than Elevation B, which I chose. On September 12, 2022, I went to do my first blue tape walk-through. Where the upstairs walls and ceilings meet, there are several wave/dip patterns in the drywall where there should be a straight line. I first observed this issue during a visit to the home on July 31, 2022. After observing the wave/dip patterns, I immediately contacted my realtor about my concerns. My realtor and I were able to visit the home the following week to see the issues. We also met with the builder on site that day. He stated that the drywall would be corrected. As of September 12, 2022, the areas were not corrected. My realtor and I were informed that there was a problem with an uneven truss in the roof of the home that was causing the wave/dip patterns. We were told that there was no guarantee that the issue could be completely resolved. I have paid $24,848 to this business. The issue has not been resolved and they are refusing to give me a full refund of monies I paid to them to build the home correctly. I cannot resale a home that has visual defects caused by an uneven truss system in the roof. I have sold my home and have to live in a hotel until this issue is resolved.

  Business response

  10/03/2022

  The buyer for this home signed all of the rendering documents for the build, which clearly state that "Floor plan, square footage, and exteriors are for illustrative purposes only and not part of a legal contract. Prices, elevation, floor plans, specifications, and features are subject to change at anytime without notice." While Gray Wolf strives to be consistent and transparent about changes or options chosen by the buyer, there will be variations to plans with options as you build. In most new construction homes, there will be variations to wall patterns that are merely cosmetic and not structural issues. It would be irresponsible on the part of any builder to guarantee that you can resolve cosmetic blemishes completely, as the standards of blemishes vary widely within the building industry.

   

  In an earlier attempt to be a good partner to build with, this buyer was again offered the opportunity to get her full deposit returned to her in March 2022, which she declined at that time. As we were progressing towards the closing date, she indicated she would continue on in her purchase of the home, after which she wrote this review and has now decided that she no longer wants to purchase the home, a fact that her real estate agent was unaware of as well. While Gray Wolf has tried to be accommodating and understanding of the pressures of purchasing a home in today's volatile environment, this buyer has unfortunately decided to write a review which portrays pieces of the story without full context.

  Customer response

  10/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: I wish to remove the complaint against Gray Wolf LLC from the BBB. I've already sent an email requesting that this complaint be removed. Please call me at ************* if you should have any questions.
  
  Sincerely,
  
  ******** ******

  Customer response

  10/06/2022

  
  Better Business Bureau:

  As a Follow up to my complaint about Gray Wolf Homes, I would like to issue the following statements:

  1. The builder has responded quickly.
  2. The builder offered the buyer out of contract on two separate occasions, the first time with a full refund.
  3. The builder has agreed to refund all monies and terminate the contract.
  4. As I understand, the drywall is still in the process of being fixed and the drywall issues are not 
      due to the home not being structurally sound.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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

*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. ↩