ComplaintsforCaviness & Cates Building and Development Co.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently closed on a newly constructed home. I had noticed my allergies were more active than before after moving into the property and I continued fighting sinus issues. When I opened the air vents to replace the filters I noticed piles of dry wall dust and chunks of drywall laying at the opening of the vent. I notified Caviness and Cates and requested they clean the vents and ductwork of all dry wall dust left behind from their construction, explaining the allergy issues Im having and Im sure the drywall dust is a large contributor. However, they inform me cleaning is not part of the warranty. I initially explained it was left behind by the work they did in the house during construction and they still refuse to have the ductwork cleaned. They obviously dont care about their customers, especially after they have your money.

  

  Business response

  10/20/2023

  Thank you for bringing this concern to our attention. In an effort to be upfront and honest, warranty was discussed with the customer at the time that they offered to buy this finished inventory home and signed a contract in May 2023, then before and again during their closing in June 2023. It is correct that cleaning is excluded from warranty. However, as a customer courtesy only, one of our service representatives did go out to this home in September 2023 and cleaned the ductwork for the customer, who indicated they were satisfied at that time. In summary, the customer agreed to the warranty before purchase, and we have already gone above and beyond the warranty in an effort to satisfy this customer. Now, our service representative will visit the home again to double check. We appreciate the assistance of the BBB in resolving this matter.

  Customer response

  10/20/2023

   
  Complaint: 20756245
  
  I am rejecting this response because: your contractor cleaned the area of the air return vent, he DID NOT clean the entire ductwork. He did not ask me if I was satisfied. Yes, I did a walk through of the property, however, the condition of the ductwork is not visible and I thought a builder would've taken preventive action to keep the drywall dust from spreading into areas it should not be, i.e., the ductwork. Obviously I was giving them more credit than they deserve. I also didn't think I needed to open up all air return vents and actually two of them cannot be reached without a ladder. Another mistake on my part, I didn't think I needed to bring a ladder with me to inspect the house.
  
  ***********************************

  

  Business response

  10/20/2023

  We are happy to visit the home again to double check the condition of the ducts. Our service representative who previously cleaned the ducts will contact the customer to schedule. It should be noted that this action is taken as a customer courtesy only, since cleaning is excluded from warranty. We appreciate the assistance of the BBB in closing out this concern.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are a multitude of issues so I will go down the line. Sept of 2021 we purchased a home built by Caviness and Cates. This was a new build. The very first night in our new home 3 we had issues with 3 kitchen appliances. The stove wouldnt heat, the microwave would not work(circuit board was fried on the ***** new never used appliance, and the dishwasher/garage disposal were wired together! So when you turned one on the other turned on. That started the multiple issues. Then the window in our daughters bedroom was broken and they said they order a new one. Weve since had a leak from our washer line (upstairs) that flooded our garage. Our carpet in the master bathroom threshold pulling up, a crack in the master shower basin(that was allegedly repaired), a leak from our cement foundation under our kitchen sink which caused so much damage that our entire downstairs flooring is having to be replaced, all our bottom cabinets in our kitchen, kitchen island etc. This hasnt even been repaired yet and we now find a leak in our living room ceiling coming from the allegedly fixed master shower basin. The ground outside was graded incorrectly and has caused standing water each time it rains in our yard. The tile in the downstairs bathroom flooring is cracked never was fixed as promised. The resolutions ****** offered was a $700 check which only covered part of the stove we had to purchase so we could feed our family and a $300 check to fix the MANY nail pops in our home which the $300 didnt even come close to touching. We are not the only homeowners of a Caviness and Cates home that have had so many issues. There are MANY who experienced major leaks, electrical issues and flooring issues. This is completely unacceptable for brand new homes! *** tried to resolve these issues with ****** of Caviness and Cates but he doesnt seem to care. Zero follow up or follow through!

  

  Business response

  07/14/2023

  Thanks for bringing these concerns to our attention.Caviness & Cates has been responsive and will continue to do so, and has honored the warranty. Please note the home closed in September 2020 (and not 2021), meaning the one-year installation labor warranty expired approximately 22 months ago. Many of these concerns are excluded from warranty; and yet, Caviness & Cates has provided several customer courtesies. Here are some further details.

  Appliances including microwaves, ovens, clothes washing machines, etc. are excluded from the builder warranty, they are warranted by the manufacturer (Frigidaire). When the homeowner contacted us about the appliances, our Warranty Coordinator explained the appliance manufacturer warranty process and gave them contact information for the manufacturer.Frigidaire repaired the microwave quickly, and Caviness & Cates repaired the electrical concern quickly. The homeowner contacted us again stating that the manufacturer was unable to schedule repairs to the oven quickly, and the homeowner did not want to wait. In response we got the supplier ******** to agree to swap out the oven for a new one at no charge to the homeowner, but the homeowner chose to purchase a stove on their own from somewhere else instead. Reimbursements are excluded from warranty, however we went above & beyond and sent them a check for the value of the Frigidaire stove as a customer courtesy only. 

  Nail pops are excluded from warranty, the additional check we provided was as an additional customer courtesy, attempting to go above & beyond for our customer again. 

  Regarding the washing machine supply hose, washing machines are excluded from the C&C warranty. However, when the homeowner contacted us, we offered to send a plumber. Thorntons Plumbing was available to go the very next day, but the customer declined, saying someone else would fix.
  

  When the homeowner contacted us for the plumbing issue under the kitchen sink, the warranty had expired and our Warranty Manager advised the homeowners to consult with their insurance company for assessment and repairs. At the homeowners request, Caviness & Cates agreed to send a plumber at our expense to see what had happened. The plumber scheduled an appointment with the homeowner quickly (within days), but when the plumber arrived at the home the actual leak had already been repaired by others, and all parts replaced had already been discarded, so the plumber was unable to complete a full assessment. The plumber did not find anything wrong with pipes/fittings the original plumber had used in the home.Therefore, due to the warranty being expired and the repair already being completed by someone else, no further action could be taken by Caviness & Cates on this issue.

  In conclusion, we have been responsive at all levels from our Warranty Coordinator, through our Warranty Manager and our Director of **************** who provided their cell phone number to the homeowner and has promptly returned any calls and text messages. Further, Caviness & Cates has already provided customer courtesies as attempts to help address concerns, even when concerns were excluded from warranty or outside of warranty (warranty expired). These actions demonstrate Caviness & Cates commitment to customer satisfaction. We appreciate the assistance of the BBB in resolving this matter. 

  Customer response

  07/14/2023

   
  Complaint: 20318637
  
  I am rejecting this response because:

  First all in a new home build the appliances I paid for at closing(you are correct I typed the wrong year it was 2020 and not 2021) should have worked the very first night! It is Caviness and Cates responsibility upon building/selling this home to sell it in new livable condition. The stove, microwave and dishwasher in this brand new build should have been of new working condition! We should not have had to worry about the manufacturer warranty the first night after closing. Yes as I stated they fixed some of the problems but this magnitude of problems should NEVER occur as they have! This has cost us thousands of dollars out of our pocket and the problems continue! Now because of a improper master shower install and not using the proper  equipment under it we now have to have the entire shower taken out, damage fixed and shower replaced. In a home thats less than 3 years old! The builder definitely cut corners with their workers which has caused our home to have problem after problem. Our shower was patched and ****** was told during the last kitchen leak incident that it was still cracked. ****** advised the patch work was still under warranty and he was going to facilitate having someone come look at it. Just as he had someone look at the cracked bathroom tile. I have heard NOTHING back from him since the sent their own plumbers who could not accurately assess the situation because yes of course we had it repaired it could not wait it was causing additional damage in our home. Trying to appear youve gone above and beyond for damage that should have never occurred is again unacceptable. 

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

  

  Business response

  07/17/2023

  We do apologize for these concerns, however it should be noted that after the home was completed, and before the closing, Caviness & Cates had a third party inspection done for the entire home including testing the appliances and plumbing. This was in addition to our internal quality checks, and any other third party inspections that the customer decided to perform before closing. Also, Caviness & Cates makes every effort to be upfront and honest about the warranty such as appliances and plumbing; we include warranty information right at the very start of the process when the buyer makes an offer to purchase, and include details in the contract and the Homeowner's Guide and Warranty Manual, and then we cover this in the New Home Orientation with the customer before closing. Please let us know of any further questions.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home built by *********************************************** in Jan 2022. In Jan 2023 we had our 1 year inspection as they requested. In the report the inspector noted that the plumbing running from upstairs through the walls downstairs was extremely loud. Whenever the plumbing upstairs is used it sounds like you are standing in a waterfall downstairs. When the C&C inspector came out to go over the report with us we askes if maybe they forgot to put insulation in the walls. He stated that there was nothing that they could do because they had that issue with all of these specific model homes. He didn't even bother to test it to hear it. So I've taken it upon myself to investigate his response and found out that he in fact lied. I contacted a couple of people in the neighborhood with the same model home built before ours and they do not have that issue. I went into one of the models that was just built in the neighborhood but not yet sold and it did not have the same issue. I do not like being lied to especially since we love our home. This is the first home we've had built but I can say I will not use this builder again or recommend them to anyone. All we want is to be able to use the plumbing upstairs and it not sound like a downpour that is going to coming through the wall and ceiling.

  

  Business response

  05/22/2023

  Thank you for bringing this concern to our attention. The home inspection report did not note the water was "extremely loud" but rather it stated The plumbing drain line from the upstairs bathrooms run inside the wall in the main floor hall at the master bedroom area. When the toilets are flushed and faucets for ********* and tub / shower are turned on the water can be heard running through the wall. The builder should be consulted for evaluation and necessary repair. Our Homeowner Guide and Warranty Manual states "Noise the flow of the water itself will cause some noise in the pipes. This is normal and requires no repair. Further, the **** Residential Construction Performance Guidelines (6th edition / 2022 edition) ****** "Because of the flow of water, the water piping system may emit some noise... the contractor cannot eliminate all noises caused by water flow" - In summary, the water flow noise is normal and no repair is needed. However the homeowner may feel free to contact ** again at ************ and we will be happy to check this again for them. We appreciate the assistance of the BBB in this matter.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Caviness & Cates does not adhere to their warranty. Warrant claim submitted Oct/Nov of 2021. Bathtub has a hole in it. This is the second time this has happened and they are only willing to patch it. The tub should be replaced but they are not willing to do so. The gelcoat repair tech said he cannot guarantee the tub will not fail again. The tub is a thick as .027" in the areas it has broken. Flooring is cracking and splintering. The installer said it was a manufacturer defect. Caviness has taken no action. Excessive nail pop throughout the house. Caviness has taken no action. Siding is warping on parts of the exterior of the house. Caviness has taken no action. The fireplace chimney paint is missing in areas. It needs to be retouched up with high temp paint. Caviness has taken no action.

  

  Business response

  07/30/2022

  Business Response /* (1000, 5, 2022/03/24) */ Thank you for contacting us about these concerns. Caviness & Cates remains committed to honoring our warranty as defined in the contract and the Homeowner's Guide and Warranty Manual. A tub repair specialist can complete any repairs needed to this tub, and give a warranty on the repair. Tub repairs by qualified specialists are approved by the manufacturer and do not void the manufacturer warranty. If there is a manufacturer defect with the tub, then the manufacturer will assess for repair or replacement under the manufacturer warranty. Manufacturer defect claims are between the homeowner and the manufacturer; however, Caviness & Cates is happy to assist. If a manufacturer defect is suspected, then Caviness & Cates will ask the plumber who supplied and installed the tub to open a warranty claim with the manufacturer. The manufacturer should respond within 3-4 weeks and the manufacturer will typically work with a repair specialist to determine the best course of action for the homeowner. The hardwood flooring supplier and installer has opened a manufacturer defect warranty claim with the flooring manufacturer. The manufacturer will schedule for a third-party inspection to be performed. The manufacturer will then provide a report back to the supplier and installer outlining the findings and any recommendations. Manufacturer defect claims are between the homeowner and the manufacturer; however, Caviness & Cates is happy to assist and will follow up with the flooring company. For the siding that was bubbling on the back of the home, a work order was opened with our siding contractor. The siding contractor stated that the concern was addressed, and they sent a photo showing the work had been completed. Paint and nail pops, etc. are excluded from warranty. Caviness & Cates makes every effort to be upfront and honest so we include this information right at the very start of the process when the buyer makes an offer to purchase, with details. in the contract and the Homeowner's Guide and Warranty Manual, then we cover this in the New Home Orientation before closing. In summary, Caviness & Cates remains committed to honoring our warranty and we show the siding repair was completed. Also, Caviness & Cates will assist with the tub and hardwood flooring manufacturer warranty claim process. We appreciate the assistance of the BBB in resolving these matters. Consumer Response /* (3000, 12, 2022/05/23) */ No manufacturer warranty information was provided during the purchase of the house. The "Caveness and Cates" warranty does state certain items have manufacturer warranties, but it does not list who the manufacturer is, or how to contact them. My warranty claim was filed in November of 2021, I have not had my bathtub replaced to date. It still is not usable due to a whole in it. I have not had my flooring repaired or replaced as well. My Faucet was repaired & my house siding has been fixed. All other items are open, with zero communication from Caviness and Cates on repair dates. Business Response /* (4000, 14, 2022/06/02) */ We do have some updates since our last response back in March. Caviness & Cates sent a tub repair company, Seacoast, to repair the tub. However, Seacoast stated the homeowner would not allow them to complete another repair. (Seacoast had previously made repairs to two tubs for this homeowner in July of 2021, including a different spot in this same tub). We do wish that the homeowner would have allowed for this to be repaired, especially since previous repairs by Seacoast were successful and repairs come with warranties. Additionally, the supplier and installer of the bath tub, *********** ********* was asked to open a claim with the manufacturer to see if the tub has a manufacturer defect. Thornton's has been in contact with the homeowner regarding the manufacturer defect claim, they stated they spoke with the homeowner on 5/25. Thornton's says the tub was manufactured by Aker, and the manufacturer will send one of their repair technicians out to determine if tub can be repaired. The supplier and installer of the flooring, ******** ********* ********* opened a claim with the manufacturer, **** ******* Unfortunately, Shaw declined the claim as they determined there were no manufacturer defects. As a customer courtesy only, Caviness and Cates agreed to pay Builders Wholesale Flooring to replace several boards for the homeowner. On 5/24, ******** ********* ******** reported that they had scheduled these repairs with the homeowner for tomorrow, 6/3. Our warranty representative ****** ***** has been in contact with the customer regarding these claims. Caviness & Cates, Builders Wholesale Flooring, and Thornton's Plumbing will continue to follow up with the manufacturers and the homeowner. We provide homeowners with any manufacturer literature such as owner's manuals for the appliances/dishwasher, water heater, thermostat, HVAC system, fireplace, and overhead garage door opener. We are here to help provide any further information needed. Consumer Response /* (2000, 16, 2022/06/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) The new warranty representative has made great efforts in taking care of these issues. He took quick action to repair the bath tub, provided the manufacturer information needed for any future issues and coordinated to have the flooring issue resolved. I am satisfied with Canyon's communication and actions. Thank you.

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