Complaints

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************************* of Bluewave Custom Builders has majorly dropped the ball on repairing items left by his sub-contractors through the building process of my home. My initial interactions with ***** were great. He was timely in his responses, up front and we had a great working relationship. Throughout the initial parts of building things went great.The house was started in May and I was moved in late September/ early October 2022. Given the situation with supply chain I was very happy with the quick turnaround. However, since then it has been an arduous task trying to get Bluewave to be timely in resolving defects and issues from construction. Through the contract a 1 year warranty was in place which requested a 30 day written notice of issues to be addressed.Repeated text messages, lists and phone calls have been made to ******************************* regarding these issues. My front and back doors both have issues. The flooring is not level and coming ** in certain areas. There are sheetrock issues, vinyl siding issues.Detailed lists with pictures were sent and without texting him- there was not timely response or progress. Without reaching out to him- there is nothing done. A warranty company was sent out to review items and make an action plan. I was recently notified that that company was no longer working for him and that someone else would have to take a look. The sad part being that this warranty company was the most responsive yet. They were on top of issues, took my detailed list and noticed other small defects that needed to be resolved. They had a great action plan. However, it now seems like ***** does not want to back up his work.***** always says that he wants to make his customers happy and will back his work. However, his actions do not meet his words. He leaves items unfinished and refuses to come meet with homeowners citing that he is too busy.

  Business response

  11/06/2023

  Thank you for your email. My response is below...
  
  
  I have attached the original punch list the customer has requested us to repair. This list was emailed over on June 10th... September 15 was 1 year since ** has been issued so Customer was 3 months early on expectations with that. That being the 1 year warranty.  I have then attached the text message from the customer stating what is left today. I also was the first to reach out today, in response to communication negligence. All of this time stamped before this email or complaint was made known to myself.
  
  
  As stated by the customer the home building process itself was great, everyone was happy including the customer's family who has been highly involved in this process. Mother, Father, and Grandfather. If they were not pleased, I was never told as they always raved about the speed and quality even at the end when the home was getting turned over to move in.
  
  
  While I understand the customer would like things done at a rapid pace, it is just not feasible given the logistics and personnel to complete these. However, progress has continued to be made to ensure a happy client. 
  
  
  
  In an event where the customer is not satisfied with the work as stated. He is more than welcome to go outside of my business/subcontractor group to reach satisfaction. I have been in business now 2+ years with good standing since inception. I've learned you cannot please everyone no matter how hard you try or desire. My Intentions stay as promised, to finish the list and ensure a happy customer.
  
  
  
  
  Thank you,
  ******************************* Licensed GC #*****
  Bluewave Custom Builders, INC
  Contact # ************

  Customer response

  11/10/2023

   
  I am rejecting this response because:
  
  While the process of building went semi smoothly, the follow up and process following the CO issuance has been rocky. 
  

  I allowed multiple months for items that were noticed at move in to be resolved as promised. 
  

  Some of those issues are yet to be resolved or recently resolved. There has been a major disconnect in communication from ****** Days, weeks will go by without a response to a message. 
  

  The list that was reported 3 months early - my understanding is the warranty is valid per the contract for one year from the time of move in, including items reported in writing. My issue with this line of thought is- why wait an entire year to fix issues that were noticed early on. Was I not supposed to report stuff early on?

  ***** has been less than helpful in scheduling. While I understand logistics- it seems that the same priority is not being placed on fishing my house as compared the new ones hes building. 
  

  All Im asking is for communication and to finish the items on the list- so we can go our separate ways. 

  
  

  Business response

  11/23/2023

  In response to the communication disconnect mentioned by customer. There is no disconnect. The customer simply does not like being told there is no update as of yet when inquiring often... On a list that was 20+ items long, he has sent a text with a remainder of 4 which I am aware of and working to schedule. I wish things could be done at the drop of a hat as well, but thats not reality. 
  

  I agree with customer that we would like to button this up and move on as well. 

  Business response

  06/19/2024

  Yes *********************** warranty work is completed. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I hired Bluewave to build my house in 2022. During the final phase of the building process, *****, the contractor made several promises that he has failed to keep. These include fixing drywall, trim, a chipped concrete step, replacing flooring that was left over for the bonus room that was stolen, seeding and strawing the yard, fixing the master bedroom door that is too short, along with several other items that were on the punch list to be fixed. ***** stated that these items would be completed, even if they were done after we moved into the house as the tradesmen and other workers would be able to work around our schedules. One Trade off to save money during the building process was to cut out all landscaping except the grading and ************ the yard. ***** got an exception on grading while getting the certificate of occupancy due to how muddy the yard was. He told the county, myself, my husband and another customer he was building for that he would come back to finish the yard. After several months of asking, he finally sent someone back out, but he refused to see the yard, telling me we were now over budget. 12/18/22 I stopped by to check on the house and noticed the extra flooring that had been left for the bonus room was stolen after he had someone clean the garage. ***** said that he would replace this flooring, I had asked several times for this flooring to be ordered from Dec. to May and never been told that he was no longer going to replace it until 5/18/23, when his response was that he should have told me sooner that wasn't going to replace flooring that was never mine. Before this I was told on multiple occasions that the flooring would be ordered, 2/21/23 included via text message. The master bedroom has a sliding barn door that is too short and sitting on a wooden block. On 2/1/23 I was told that another door would be ordered. On 5/19/23 I was told that the blood is how it is supposed to be and a new door would not be ordered nor fixed at all.

  Business response

  07/07/2023

  This home build had many challenges throughout the process with lots of giving on our end. Throughout the entire duration I told them where the overages were going to be as they selected different color cabinets out of budget, a composite deck material out of budget, and we poured a insanely larger driveway than quoted initially. The trade off for those were simply no landscaping. The customer was very adamant about moving in ASAP where it rained and rained in the winter time. The lot has absolutely no drainage at the base and falls off significantly. We sent a skid steer out to do the absolute best we can do 4 times. While our company ate that cost in order to get this home to CO. We did recently send them back since it was warmer and once again got it about as good as we could. This home was over budget by roughly $15,000 and we have never once asked for a change order or money in return which we are legally able to do so. Allowances were given and surpassed greatly. It baffles me to this day we are asked to replace flooring for a bonus room that was not even included in our contract to touch whatsoever. Just leave it bare. That is why the customer was told it will not be replaced. Whether it was stolen, sold, returned, or taken for another house. It was never the customers material. I told her they were welcome to it since it was there and could use it up there... but once again that is only because it was there. It also sat there for 2 months in the same spot... If I was told I could have something personally I would take it to a safe place. That is not the case here. The barn door mentioned is shorter because the floor thickness is not the same as a tile or hardwood, it is a thin customer picked LVP. I even sent the customer a picture of a door in my own personal home that is the exact same. I have the same situation.. I guess it wasn't the answer she was looking for.

  Customer response

  07/10/2023

   
  I am rejecting this response because:

  These issued have not been fixed. ***** has reached back out, stating that additional funds were needed to complete work that was agreed upon before closing. The only times being over budget was mentioned, were during the driveway pour and cabinets. The driveway pour was comped out by agreeing to only do grading and seeding. Although there was a final grade that was completed, we have seeded the yard ourselves. The Barn door in the bedroom is another issue that needs to be resolved. I was not made aware that the door would be too short and require a wooden block from the start or I would have chosen a conventional door. I have been told on multiple occasions that the door would be replaced with a taller door, or we would look into another fix for it. As for the flooring that was left over to be used in the bonus room, It was agreed upon that the flooring that was extra would stay. It was left in the garage as well as other personal items (deep freezer and refrigerator) as agreed upon and approved by *****, due to our living situation during the build and having no where "safe" to keep it. The flooring was paid for out of our flooring budget, which was an expense that was factored into the home cost, meaning it was paid for by the consumer. (I.E. a consumer paid for product. From the day that it was taken (12/18/22), it was agreed that it would be replaced since what was the entire reason for buying extra. It was told multiple times, including 2/21/23 and 3/22/23 that the flooring was going to be ordered. It was not until 5/18/23 that it was conveyed that there was never any intention of replacing the flooring from the time it went missing, which was both extremely misleading and frustrating.

  After sending this complaint into the BBB, ***** has agreed to send a crew to fix dry wall and paint. I have emailed him a list of items that need to be fixed and am waiting his response to those items. 

  
  

*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. ↩