Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had concerns about site drainage and erosion of the hill behind our house since shortly after closing in October, 2022. At the back left corner of the house there is incorrect slope and inadequate drainage. The hill behind the house was not planted and receives water draining from two house on top of the hill. This results in erosion of the hill that causes water to flow from a drainage channel into the corner of our lot where the slope and drainage are defective. All of this together results in a large pond of water on our lot that reaches to a depth of about two inches against our foundation slab and runs underneath our heat pump whenever there is any significant rainfall.We have been in regular contact with McKee Homes about this through their recommended channels for addressing concerns. Despite this they have not come to evaluate the problem, have not addressed it and have made no effort to help us correct the defects.We are currently having the work done by a contractor we engaged, and will be spending $10,000 to correct the defects. In addition to the known issues of incorrect slope and erosion of the hill, the contractor discovered a serious defect with a French drain that made it non-functional.McKee homes is responsible for these defects. They result from their site work and home build. We should be compensated in full.

  Business Response

  Date: 07/11/2023

  McKee Homes values its customers and customer service. ********************** Director of Construction and Area Construction Manager will contact customer in resolving said issue. ********************** will assist customer in efforts to settle a course of action.

  Customer Answer

  Date: 07/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is satisfactory to me.  We will await their contact and any effort toward satisfactory resolution.

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

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our garage door was damaged, and McKee not only refused to fix within the one-year worksmanship warranty, but subtly blamed **, the homeowners, for the damage, and repeatedly and irrelevantly criticized ** for not reporting it sooner as a way to avoid responsibility. There is no physical way, given where the damage was, that we could have cause the damaged. We strongly believe the door was installed damaged or, the only alternate possibility was that it was later damaged by one of McKee's contractors. To be clear, we, the homeowners, did not cause the damage. None of our neighbors caused this damaged. McKee hid behind a clause in their warranty outlining functionality of the garage doors and how that garage door functionality was covered for only 30 days. But the issues listed were about the operation of the door, i.e., whether it opens or closes. This was not at question, as the garage door does function correctly. But the damage is visible and we believe this is a worksmanship issue, which is covered for one year. We filed the claim well within one year, and McKee not only repeatedly refused, but also contradicted themselves in their refusals to fix it. On one hand, they claimed it wasn't a worksmanship issue, on the other hand, they did admit it was a cosmetic issue (which they were willing to fix in other cases), but said because we didn't report this one earlier, they didn't believe they were at fault. But the **** warranty covers worksmanship up to 1 year. ***************************** defines worksmanship as, "The quality imparted to a thing in the process of making." Oxford Dictionary defines worksmanship as, "The skill with which someone makes something, especially when this affects the way it looks or works." Any reasonable and ethical person would say that installing a damaged garage door falls short of good worksmanship. McKee continued to skirt responsibility and we were ultimately forced to lodge this formal complaint. We demand a replacement door ASAP.

  Business Response

  Date: 05/16/2023

  Dear ***************

      I have read your complaint about damage to your panels of the garage door. After thorough investigation of Builder walks and Quality Inspections from McKee Homes I do not see anything noted about damages to the garage door. Pictures were retrieved from installation vendor showing no damage to anywhere on the panels upon installation.  Quality reports dated 20 June of 2022, do not report any damages to the garage door. Your date of signing of your home is dated 21 June 2022 and nothing for next 90 days show any reports for damaged panels of your garage doors. Once accepting your home , your **** Home Warranty Plan assumes repairs needed for your home. Nothing was noted in that plan also about any damages. In your **** Home Warranty Plan. Pages 6.2 Garage Doors. Garage doors must fail to operate or fit the door opening. Neither of these issues is the problem. You have lived in your home for over 9 months with no addressing of said cosmetic damages. As of this time, McKee Homes is not responsible for the damaged panels of your garage door. Any questions can be directed to you **** Home Warranty Plan.

  Thank you

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

  Area Quality Manager, McKee Homes, LLC

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

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20038094
  
  I am rejecting this response because: This is a worksmanship issue and there we now have new evidence that McKee is at fault. Please refer to attached photo of defective side of garage door. This is impacting its ability to function smoothly in the track and makes it unable to open and close. McKee cannot in good faith continue to claim this wasn't installed this way.

  What's more, McKee is being disingenuous when it says this is just a "cosmetic" issue that they are under no obligation to fix. When I submitted a repaint of a shoddy paint job they did on our board and ******, which came several months after moving in, they did so without argument. 

  McKee is obviously just looking to get out of responsibility for poor work. 

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

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Closing Date: 21Aug2020. Warranty: **** Warranty I've noticed an influx in water usage - causing a rise in my H2O utility bill. My husband and I usually avgd ***** - ***** gallons of H2O a month. I contacted the utility company and wasn't advised of any possible leaks and that it was likely just a leaking toilet. I have replaced the toilet flappers and unfortunately - have not noticed a difference yet. When leaving my house / exiting the garage on Tuesday, 10Jan2023 - I noticd a minimal leak under my water heater (not enough to cause any damage but definitely raised concerns). I've contacted McKee and was advised that the water heater is under a manufacturers warranty (called *************************** to confirm) and was advised that a plumber and/or contractor would need to be contacted for replacement to be completed. When the plumber came out, he viewed my concern regarding the H2O bill and looked at my H2O meter, shut the water off and confirmed that there is a leak (0.8 gpm - that is est. ***** gallons a month) and that it was coming from the H2O main line in the yard. contacted **** and McKee and was told that since this is occurring "outside of the warranty period" there is nothing that they cld do - EVEN THOUGH I am able to prove that the issue was a concern prior to expiration of warranty. This experience has been a pain - while my closing day was delayed and the final inspections and corrections to the house were rushed. Blue tape was left everywhere and the house wasn't even deep cleaned prior to me moving me. I hired my own cleaner!!!! I regret this b/c I am seeing now that it is possible that other items were wrong - including installing a shower spout with diverter at the master bathroom's tub - which was leaking and identified during my inspection and blue tape walkthrough as items that required fixing prior to me moving in. I would like these items corrected instead of dismissing the fact that this was obviously an issue prior to the warranty expiration.

  Business Response

  Date: 01/19/2023

  Homeowner are protected for repairs thru their homeowners **** Home Warranty thru the first year with Builder (which theirs ended August 2021) and a second year of distribution (which ended August 2022) with their Home Warranty. Homeowners are offered an extension plan thru the **** Home warranty to cover repairs ,as needed, when their builder warranty expires. This being January 2023 when report was made and denied by **** Home Warranty. The ten year structure plan left on the house does not cover this request. ****** contact was made with homeowner and advised of proper direction to take her situation.

  Customer Answer

  Date: 01/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As stated, and have been provided - the water utility company even confirmed based on the usage, that the leak likely began in July or August, hence the increase in the water bills since then. I did not report this because it started out as a minor leak (which they were thinking was related to maybe a running toilet) however it continued to increase. I was still in my warranty period during THAT time. I have covered the expenses myself and even the repairmen shared that the parts used to complete the job initially were likely poor quality to begin with.