ComplaintsforRed Door Homes Of The Carolinas LLC

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Weve been fighting red door for 2 years to finish the dream home they promised. Weve had a leak in our master bathroom shower and today makes the second time the flooring was replaced during install contractor smeared glue all over the walls and base boards and left the mess. The toilet was reinstalled crooked. Weve had cabinets damaged and missing panels for 2 years and promised they would be finished last week still no resolution. The master shower was ripped out and they took 3 and half weeks to finish what they promised to finish in a week. So me and my wife had alternated missing work to accommodate no shows during the whole process. We have interior doors that are splitting. Also we got charged for extra doors due to red door not securing doors in a locked home and a contractor hired by red door took the door from the property and tried to sell.

  Business response

  06/11/2024

  Thank You for your correspondence concerning our customer, ****************. Our records show that ******************** home was completed in October of 2022.  Subsequent to move-in, there have been several items reported under warranty, most significantly the leak in the shower mentioned by ****************. Regrettably, the damage caused by the leak required more extensive action than first anticipated, and there has been several instances of re-work required by our subcontractors.  We regret that this has led to inconvenience and frustration for ****************- for that we apologize. Our ************* Manager and Regional Builder Manager are diligently following up to ensure the proper corrections are made. We are committed to completing the work to ******************** satisfaction and in a timely manner.

  If we can provide further information, we are happy to do so. Thanks again for the correspondence.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were in our home less than a year and starting experience issues with our flooring system. Our floor began bowing and several areas of plank were disconnecting. I contacted the warranty department. Initially was told "this is within tolerance". Another tech and regional manager was sent out and over several months decided to just "watch" to see if issue would resolve. After 6-9 months no improvement and by this time the baseboards are disconnecting from the flooring system and several areas have plank that are disconnected. They send another tech out who performs some type of "shaving" of a beam under the house to alleviate some of the bowing to the floors. No improvement. Lastly someone came out to inspect the home and thinks it may be related to settling. The engineer gave his suggestions on the next step to take including installing helical piers to give more support, but ******* says this is not included under my warranty and has yet to resolve this issue even though I reported it prior to being in my home a year.

  Business response

  03/25/2024

  Thank you very much for bringing ************************ concerns to our attention.  The condition she describes could be the result of many causes, including initial workmanship or soil conditions present at her job site. Rather than speculate, we will contact ******************** to arrange a further on-site assessment from experienced construction staff to make a determination as to the potential causes.  Any issue found to be the responsibility of Red Door Homes as per her written warranty will be corrected to within industry tolerances and standards.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subfloor was installed incorrectly was pointed out and was supposedly fixed before we closed now found out today 11/22/2022 the whole upstairs sun flooring must be ripped out and replaced meaning I have to pay movers to move my furniture and not live in my home while they are repairing. Took four months for drywall and paint and finishing work so our interest rate with through the roof because I knew it would not be fixed if we closed and was right. Foundation is already cracking not even in a home for a year. Floor is completely destroyed is cracking chipping and bubbling. Never sanded or put any of the drywall up properly and the paint job I looks like a 5 year old did it. I want 75000 dollars for the difference in interest rate and to hire competent contractors to come fix all the problems. Have all the videos emails and recorded conversations of how this was all already suppose to be fixed. They have known about all the issues since June and still nothing has been done. If you need anymore information please contact me

  Business response

  11/30/2022

  Dear Better Business Bureau:

  Thank you for alerting us to these concerns.  It is Red Door Homes’ policy to be responsive to all issues and honor our commitment to deliver a quality home. We stand behind our product and warranty obligations without exception.
  
  We have been working with Mr. and Ms. ******** through our warranty team to address issues they have raised.  To respond to the specific claims cited in the complaint: 
  
  There was a raised floor truss that caused a bump in a second floor room. This has been repaired. The customer also expressed concern about a general “bounce” or springiness to the entire second floor. This has been investigated and confirmed that the floor trusses and subfloor meet the plans, specifications and engineering requirements. We would also note that Red Door Homes has built this home plan dozens of times, using the same engineering and even the same truss manufacturer; we have never had a concern of this nature reported. That said, we will set a meeting for inspection by our Corporate Construction Manager to inspect the floor and be sure Mr. and Mrs. ********’s concerns are thoroughly reviewed.
  
  We have addressed concerns about cosmetic repairs to drywall. Our Customer Care Team worked to correct all flaws in the drywall as pointed out by our customer. We believe Ms. ******** remains dissatisfied with the flat finish of the interior paint, however the paint is as specified. We are happy to address any other specific cosmetic concerns she may have.
  
  Some cracking of concrete in a foundation is considered normal and routine with shrinkage, soil movement or other factors. This will be further investigated by our Corporate Construction Manager, and addressed as necessary according to our warranty.
  
  Finally, regarding length of construction time, we regret that the ********’s home experienced delays. However, construction delays and extended build times were experienced throughout the construction industry due to pandemic and supply chain issues and labor shortages.  Red Door Homes does not require customers to finance their homes or use a specific lender if they choose to finance. A customer always has the opportunity to change their financing to another lender with more favorable terms. None of these things are within RDH’s control or influence.
  
  I hope this addresses the concerns outlined in the claim. Red Door Homes will continue to work toward resolution of any concerns our customers may have.

  Respectfully,

  Red Door Homes of the Carolinas

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had multiple issues but the most notable ones are: -we’ve had three builders, the first two were awful and the second one didn’t complete ANYTHING on the house for 5 months. Our house just sat there -it took 12 weeks to even get permits for our house -red door just forgot to put a well i -we were first told may our house would be completed, then we signed a legal contract that it would be completed in July, then we were told august, then September 1st, then the end of September, then October 23rd at the latest and now we’re being told December -we are being asked to come $6k out of pocket to complete our house. Our loan is already closed, you sold us a house for a specific price and are now trying to increase the price because “inflation” and our allowances being estimated wrong, but we trusted you to estimate allowances correctly and we trusted you to build a home in a reasonable amount of time. We would not be seeing so much inflation had the house been completed in the time frame promised. -we sold our home in PA and moved 9 hours and rented a place for 6 months while the house was being built, but due to your deadlines never being met we have moved FOUR times in 12 months with a 2 and 4 yr old. We have paid astronomical prices for air bnbs because red door kept promising us completion dates. To date, we have spent over 30k on housing this past year. -if our house is not completed by November 11th when we have to move out of current house and into a hotel. We have no where else to go -if our house is not completed by November 11th when we have to move out of current house and into a hotel. We have no where else to go. We are out of options. Our kids are lacking stability and confused. We are forced to take time off work for these moves over and over again -we pay interest every month on this house we are not living in, it is costing us thousands of dollars due to red doors mistakes -the last and biggest issue is our loan deadline is Nov 23

  Business response

  10/27/2022

  Thank you for informing us of the concerns of our customer.  In response, it is important to understand some key points about Red Door Homes and our business model. Unlike conventional Builders, RDH builds homes exclusively on land selected and owned by our customers. RDH does not, therefore control any aspect or characteristic of the property itself; we are a general contractor who constructs improvements on the property. Red Door Homes has been serving customers in the Carolinas for over a decade, and we will complete over 300 homes this year alone.
  Concerning the specific allegations made in Ms. *********' report:
  Red Door Homes does create estimated start and completion dates that we provide to our customers in their initial Purchase Agreement. These dates are clearly defined as "estimates", as there are numerous factors in construction of a custom home that can either accelerate or delay construction. The home was started in February of this year. We certainly regret there have been delays in construction of the home for a variety of reasons. Some of these fall on us at Red Door, others on various vendors, subcontractors and even delays within ***** County’s administrative requirements and delays associated with the property. But ultimately, we are responsible for the build.
  
  That said, I would also point out for context that a construction time of 9-10 months is not unusual for a custom build, particularly given post-pandemic supply chain issues that have been well-documented and reported over the course of the last two years.
  
  I have contacted our customer directly to advise that our local Builder Manager and our Corporate Construction Manager are both focused on moving the completion of this home as rapidly as possible. I am informed that cabinets and “wet area” flooring have been installed, and trim-out activity has been scheduled. I am confident that they have the appropriate focus and sense of urgency on completing the build as soon as possible from here.
  
  Ms. ********* has also claimed she is being unfairly charged for a $6000 overage in the original estimate for digging and installing the required well on the property. Although we disagree with her claim, and can demonstrate the validity of the charge based on the contract we signed, we have offered to absorb half the cost, and arrange for her to make installment payments for the second half. This offer has been rejected, but we hope to eventually come to some amicable agreement.
  
  Meantime, we will continue to strive to move the home forward toward completion.
  
  Please advise if the Bureau requires further information.
  

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business has breached contract regarding completion date of our build. The signed contract during pre-drywall inspection states Sept 6 as the completion date. The initial contract does explain that the organization is not responsible for contractors or subcontractors, however, the extremely late completion date where we obtain keys to the property following issuance of certificate of occupancy is due to their negligence and ignorance. The organization has shown how it lacks the proper knowledge, experience, and skills to satisfy County requirements. It is evident that they are using unlicensed Program Managers to coordinate or execute the work requirements needed to finish the build on a home unless it is within the boundaries of theirCommon and residential area (******** County). Due to their negligence and ignorance, we have to reside in a hotel for an entire week, pay moving costs twice, pay storage fees for our belongings or extend our lease a third time in the rental property we resided in during the build of our home. This compliant is to request this business to be evaluated and it's future be considered for offering services and we wish to be compensated for all the costs their practice has caused us. We request our lending test they just learned of to be coexisted at their expense in an effort to minimize number of additional nights we are residing in a hotel.

  Business response

  10/13/2022

  Dear Better Business Bureau:

  Thank you for informing us of the concerns of our customer.  In response, it is important to understand some key points about Red Door Homes and our business model. Unlike conventional Builders, RDH builds homes exclusively on land selected and owned by our customers. RDH does not, therefore control any aspect or characteristic of the property itself; we are a general contractor who constructs improvements on the property. Red Door Homes has been serving customers in North Carolina for over a decade, and we will complete over 300 homes this year alone.

  Concerning the specific allegations made in M/M ********'s report:

  Red Door Homes does create estimated start and completion dates that we provide to our customers in their initial Purchase Agreement. These dates are clearly defined as "estimates", as there are numerous factors in construction of a custom home that can either accelerate or delay construction. In the case of this home, start of the home was delayed for months due to **** County requirements for a septic system plan and erosion control plan, as well as various other requirements associated with the property. RDH does not control the requirements or process of permitting decided by the county, nor the specific circumstance of the property involved.

  Actual Construction of the home proceeded normally and was substantially completed in approximately 186 days- well within a normal time frame for a project of this nature.  Upon requesting approval for Certificate of Occupancy, **** County required an additional water test on the private well (again, a circumstance dictated by the county and circumstances of the ********'s Property), which RDH ordered in a timely manner.

  As of this date, I am pleased to report that the ********'s home has been issued a Certificate of Occupancy, and they are free to move into the home.

  As to Ms. ********'s claims of "ignorance" or any malfeasance by Red Door employees, I respectfully disagree. RDH is fully licensed as required by each State where we contract homes. Our construction personnel and management are experienced professionals. We, of course, regret that circumstances have resulted in frustration for the ********'s, but we are happy to have built them a beautiful new home.  As a gesture of goodwill, our Division Manager has offered to install at no charge a water filtration and water softening system for the ********'s home. These items are not normally included in our contract. If any specific issues of concern remain, we will be pleased to meet with them on site and resolve those issues.

  Please advise if the Bureau requires further information.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Nonresponsive, disrespectful and unprofessional. RDH has been a problem since loan closing. I had 4 different builders. The 2nd one would not verify anything. House layout was dug out backwards (redone). I asked about a missing water pipe, was told it was fine. Later was told engineering missed it in the plans. Several things not done and called the builder manager. The manager dismissed my complaint. Told me the builder came highly recommended. Progress on the house has been slow. Everything is "they should have been here yesterday but will be here tomorrow or next week". Change builders again. Now we have the building manager taking over. He's rude and hot headed. Instigator/gaslighter. He has threatened to stop construction 2 times. He doesn't offer resolve says I can call the office and complain. The office manager who would take the complaint is his wife. Seems like a conflict. Therefore no issues are resolved because she makes excuses and covers for his unprofessionalism. Says hes overworked and stressed. He called saying my completion date was changing even though we have an earlier date on our contract. He hung up the phone mid conversation . Refused to call back and refused to anwer. I am sick and tired of the excuses and lies and unprofessionalism. This is not how business should be handled. I am a paying customer and have had so much stress and anxiety to the point I think I need to see a doctor from all of the stress due to RDH and its associates. I want my house done, done right and on time. Every trade has had an incorrect install and has to come back to fix it. RDH has a slogan "Build your dream home". I expressed it was a nightmare and same builder said "we never said what kind of dream". Is this really how RDH treats it's paying customers? I took over a year researching homes and thought that RDH would be best and boy was I wrong. Nothing but anxiety.No complaints due to covid delays! Loan even closed a month early but our price lock didnt move up.

  Business response

  10/03/2022

  Dear Better Business Bureau:

  Thank you very much for forwarding our customer's concerns to our attention. While we always strive to meet expectations of quality and completion time, there are occasions when we fall short of that goal. This customer's specific concerns include issues of appropriate communication and customer relations, as well as timeliness of action. These concerns have been forwarded to our corporate head of construction for follow up and action with the specific employee mentioned in the complaint. 

  Additionally, our corporate head of construction will review schedule and progress on this specific home to ensure it is receiving appropriate focus toward timely completion. The photos attached to the complaint will be reviewed and action taken as necessary. We will also reach out to our customer for necessary follow up.

  Please advise if further action or information is required in this matter.

  Customer response

  10/03/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I look forward to the corporate personnel contacting me soon. Thank you for your assistance.
  
  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. ↩