ComplaintsforValueBuild Homes

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We built our home with *********** closed on all documents to start building with *********** November of 2021, there were so many delays with *********** as the cause that we did not break ground until November of 2022. We have been extremely patient people through this whole process. Fast forward, we closed on our home June of 2023. A couple weeks after closing, our quartz island counter top fell off and smashed against the wall and floor, damaging the *** that we had done due to lack of under counter supports they forgot to put in. That all happened in June, it is now end of October and there is no resolve and *********** is refusing to cover the cost of the flooring to be replaced. They still have yet to repair the dry wall damage as well. We just want the flooring done and damages fixed and to be done with this company.

  

  Business response

  11/13/2023

  I would like to thank the ****** family for their patience while we completed  their home.  We do apologize for the delays in getting their  home started and understand many of the challenges they faced in completing the portion of their responsibilities, ultimately they have a beautiful home. 
  
  With regards to the accidental damage caused by the island countertop falling and damaging the drywall and floors, we immediately had the top re-installed and added additional countertop brackets to reinforce the top. At no time did we refuse to cover the costs associated with any of the repairs, including the flooring, we have  been working with the ******** and their flooring contractor to determine the best course of action to make the repairs.   Unfortunately this has taken longer than it should have and we have communicated our apologies to the ********.  We have agreed to pay for the necessary repairs to fix the floor and the ******** are in the process of scheduling the repair with their flooring contractor.
  We continue to be in contact with the ******** to assist in any way we can.  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since we closed on our home in December 2022, we had numerous issues w/ the workmanship of our house including improper ordering of doors and now tile color. We experienced a leaky roof, poor sheet rock work, incorrect vanity, backdoor & now found out bathroom tile color is wrong too per contract & tile box. Leaky back door = replacement of physical doors x 3. The door continues to leak & they claim its due to weatherstripping even after it was replaced less than a month ago. They claim its normal for water to come in during a rainstorm. People living in trailers don't get water inside during a tropical storm/ hurricane. Here recently we noticed cracks in the shower pan in master shower which they admitted to possible damage from construction. They just bandaid it by resurfacing the pan. We bought home brand new not used or to have product resurfaced. Master shower has water damage around it molding was replaced numerous times before we realized the wall above it was wet opposite the shower door. Sheet rock removed & insulation was water stained along with stud in the wall. We noticed that a tile wasnt even touching cement board & there was no water barrier in place. The wet insulation was right over electrical conduit that goes down to our panel box. Fire hazard they were mad & rude because we wanted the insulation pulled out & for it to air out. Showed pictures to other contractors & they agreed there is not any moisture barrier in place. VB told us again mold won't grow in the wet area & it was wet long enough for a s**** in the stud to rust. If a s**** can rust then mold can grow. They offered a lowball amount to pay for adding an AC vent that was never installed along w/ clean out vents from all the sanding that was done & they say an inconvenience. Then stated that if we took the offer it would terminate the 1 year warranty. Along w/ everything we complain about listed above they classified it as cosmetic issues. We other issues not enough room to type.

  

  Business response

  10/19/2023

  We received your complaint and are actively working with the customer to solve the issues and bring this to a conclusion.

  Customer response

  10/20/2023

   
  Complaint: 20621142
  
  I am rejecting this response because: Yes we have talked to the Regional President of Value Built ****. Per our discussion with him we the homeowners are supposed to get some estimates for repairs, and we need a few more estimates for the repairs needed. We rejected the response to keep the case open until a finalized conclusion is made.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I begin my building process with VBH in the summer of 2021…The very first question I asked was can this house be built quickly? I was told it would be a 4 to 6 month timeline. I am now into month 15. I’ve had a total of six construction managers, and four territory managers. Much of the communication with all of these individuals has been confused or lost. I am still not in a home as of 2023 I would love to say that I am pleased with the direction my house is going, but I cannot even say that… Many of the quality items that I have communicated have yet to be rectified. As of current, I’m still out of a house and am displeased with the quality and Attention I have received

  

  Business response

  01/20/2023

  Good Afternoon Ms. ********* and thank you for your message.

  
  First, allow me to apologize for your frustrations and the communication challenges over the past 15 months.  Unfortunately, over the past couple years most of us have experienced delays and unexpected challenges not previously known in home building. 

  That said, the recent delays were a product of our internal quality control process and corrections identified from walking your home and reviewing checklists we use to ensure your home meets all quality and code standards.  It was my understanding you knew about the items identified and understood we were working to correct them to make sure you have exactly what you purchased and 100% satisfied with your home when completed.  I know that you have a meeting set with your General Manager ***** and Field Manager **** tomorrow 1/21/23 at noon, to review was had to be done and what is left to do along with a timeline of completion so you can prepare your transition.

  I trust ***** and **** will make you feel comfortable with what they've been working on and what's next in the process.  Thank you again for your patience during these trying times and we look forward to getting you in your new home.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ValueBuild is using broken materials to build my new home. The cabinets are severely cracked and dented, and were touched up to cover the damage. ******, their general contractor, has previously stated that they look like they’ve been dropped. The backsplash behind the sink has a large crack in it. I will not pay for broken materials. The walls and ceiling are also not level and all the corners show cracks. They are saying this will be fixed, but have not corrected previous issues with our build, and are working on the final steps for the house. I have reached out to them and they are stating we need to issue our next draw for our construction loan and that the cabinets have been fixed. If I do not issue the draw they will stop the build. My lender has notified me that I have every right not to issue the draw until the work is completed correctly. I would like the walls and ceilings repaired properly and the cabinets and counters to be new.

  

  Business response

  11/29/2022

  Good Morning Mrs. *****,

  First of all, we would like to thank you for messaging us about the concerns you have with your home.  We agree these things need to be corrected and we have every intention of doing so.  During this process, we do sometimes let the bulk of a particular stage get completed and then pile in to do punch work - which is always necessary.  In the meantime, would you be willing to release half of the requested draw and we can get the balance after we meet and address your concerns? 

  Thank you again for your time and please let us know a convenient time to meet with you at your new home.  

  Regards,

  Team ValueBuild

  

  Business response

  12/06/2022

  On Behalf of ValueBuild Homes, we have been in contact with the customer, met them onsite at their new home twice and working toward an acceptable solution to the issues we saw during those meetings.  

  We have sent a comprehensive list to the customer for review based on said meetings, they asked a couple additional questions and we are working on those answers now.

  Customer response

  12/06/2022

  
  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 for now. We are still waiting for them to tell us how the issues will be addressed. If we have any additional challenges we will contact the BBB. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I built my house in November 2020 they told me i have a one year warranty, I sent my warranty items before the year mark and told me they would be here on December of 2021 but they did not show up until March of 2022. I had told them to repair a hole on one of the rooms instead they put some carpet on it and i could feel the hole still so i went out of my way and fixed it myself. All the warranty issues have been a big problem.

  

  Business response

  08/26/2022

  ValueBuild Homes regrets that warranty repairs took so long to begin.  On August 9, 2022, ValueBuild Homes followed up with Mr. ******** regarding his flooring.  We were advised that the flooring had been discontinued and we were looking for some material to make the proper repair.  Since then, the material has been located and we will be contacting Mr. ******** to schedule this warranty repair.  ValueBuild Homes stands behind their product and are more than willing to make any warrantable repairs.

  Customer response

  11/29/2023

   
  Complaint: 17714048
  
  I am rejecting this response because:  
  Valuebuild has constantly lied to me. They stated that they were going to replace my flooring since 2 flooring professionals came and stated that it was not installed properly. They stated we were just waiting on a date to get it scheduled but that date never came. Now they only want to offer 250 dollars. I have proof of their text messages promising me to offer me more money or to replace my entire flooring.
  Sincerely,
  
  ***************************

  Customer response

  11/29/2023

   
  Complaint: 17714048
  
  I am rejecting this response because:  
  Valuebuild has constantly lied to me. They stated that they were going to replace my flooring since 2 flooring professionals came and stated that it was not installed properly. They stated we were just waiting on a date to get it scheduled but that date never came. Now they only want to offer 250 dollars. I have proof of their text messages promising me to offer me more money or to replace my entire flooring.
  Sincerely,
  
  ***************************

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed construction loan December 22, 2021. Since then only foundation has been completed 2 weeks ago. General manger left 2 weeks ago, can't contact new contractor who was to be framing house to day, called company , they can't reach contractor now who told them 7 hours ago he was on way to my site. Told lie he was there at site. Nothing but disappointment and lies from this company since signing construction loan. Call contractor 3 times, since Friday, but still no answer

  

  Business response

  05/10/2022

  We have spoken with the customer about their concerns and all issues have been resolved. We look forward to completing construction on our customer’s beautiful new home soon.

  Customer response

  05/13/2022

  
  Complaint: ********
  
  I am rejecting this response
  
  Sincerely,
  
  ******* ******

  Customer response

  05/16/2022

  As I as thought the previous complaint had been solved, it wasn’t. Nothing has really changed since filing complaints.  In the best interest of myself and Valuebuild, I’ll will wait until home is completed to resolve the complaint. I am leaving this complaint open until home is completed 

  

  Business response

  05/23/2022

  It is our goal to provide a  high level of quality, service, and communication through the home building process. We do acknowledge that it has taken longer than normal to start the home due to a backlog in the area. We are looking forward to continuing the home-building process with the homeowner and are excited to build their beautiful home.

*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. ↩