ComplaintsforHelmsman Homes

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home on April 1, 2024 and have had NOTHING but issues with Helmsman Homes. Not only are they extremely unprofessional and lack basic customer service communication skills, we have had MAJOR issues with our home that have gone unaddressed or extended unnecessarily. Less than 10 days after the purchase of our home we had a major plumbing issue. Our sewage was backing up into our yard and down the street and sidewalk in our neighborhood. We immediately emailed the email address listed on the warranty information for the home and they sent a plumber out. That plumber clearly didn't know what he was doing and told us it was on the City, so we got the City involved. They came and checked and said "absolutely not, it is on the homeowner/warranty" so after TWO WEEKS we finally got our issue resolved ON OUR OWN. Helmsman then took over a month to reimburse for the service after many emails and arguments and conversations with our attorney. NOW here we are 3 months into our home and we noticed that our son's room is extremely hot while nowhere else in the house is. After further inspection we found out there is NO air ducts ran to my son's vent in his room. I have been emailing Warranty for 2 weeks and have not received anything back to resolve this. We are going to have to now pay for ANOTHER service that is not our responsibility because of how poorly they built the house and maintained the house prior to our purchase. We will NEVER recommend purchasing a Helmsman Homes build EVER!!!

  Business response

  08/20/2024

  Good morning

   

  We had two different plumbers go out to this house when the issue was raised. Both plumbers said the problem was on the city side of the sewer. We then had one of these plumbers meet the city employee at the house. They all agreed that the problem was on the city side, and they fixed it.

   

  She reached out to us about the temperature difference in one of the bedrooms. Apparently, her father worked for an ************ and said there was no duct work ran to the vent. He was incorrect. We instructed her to call the ************ directly which she did. The **** contractor went out to the house and adjusted the air flow to that room. She told him she was now happy.

   

  We have responded to every one of her complaints, really there has only been two.

  Customer response

  08/23/2024

  At no point did the City of *********** assume responsibility for the plumbing issue, nor did they fix it. I have complete documentation showing that they consistently stated it was not their responsibility, including video recordings of our conversations. The plumbing issue was resolved only because we hired a skilled plumber. After fixing the issue, our plumber waited over two months for payment from Helmsman Homes. The **** problem is not just about the lack of air in my sons room. I emailed for almost 2 months without receiving a response. They only replied after I had already tracked down ************ information on my own, though I never spoke directly with him and was given the **** companys number by someone else. We never received the "contact list" promised in the warranty information, despite raising this issue since the day of closing. The **** company has documented the problem, including a loud ticking noise in the master bedroom walls whenever the air turns on or off. They informed us that fixing this would require opening the wall, but Helmsman Homes would need to repair the wall afterward and we are waiting on that. The initial issues are: 1-our blue tape inspection items were not completed before closing and remain unfinished, despite assurances that someone would address them the day of or the day after closing. 2-the **** wires were crossed, causing the home to blow heat instead of cool air on a 92-degree day. Upon notification, they entered the home without permission 2 days later. 3-the plumbing issue. 4-the **** issue in my sons room. 5-the **** ticking noise in the walls remains unresolved. Other issues include the grading of our property. Inadequate driveway drainage, sinking/erosion on the plumbing lines were buried on the front hill, and two large stumps were left in the front yard during construction that werent visible before we purchased the home but now prevent us from mowing the grass properly and need to be removed and regraded.

*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. ↩