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Complaint Details
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Initial Complaint
03/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
House built in 2015. Stucco failed and was replaced under warranty (plus $4500 from my pocket) in 2016. In 2023 it’s failing again! Cost to replace is $45,000-50,000!!! I will sue Stillbrook if I have any $ left!!!! NEVER hire this builder!!!Business response
03/20/2024
Stillbrooke Homes strives to provide an aesthetically pleasing and long lasting finish coat for the exterior of our homes. Stucco is a beautiful and long used product in our region, but is almost guaranteed to crack. Those cracks will range from hairline cracks that are nearly invisible to more substantial cracks that require attention.
We follow national standards as well as those standards outlined in your insured 10 year warranty, accepted at time of purchase and signed off on at time of closing. Please refer to those standards regarding size and number of cracks and be cautious of any opinions that stucco may have failed because it is exhibiting what may very well be normal and expected cracking.
As stucco cracks are cosmetic in nature, unless and until it is determined there is an underlying structural failure, those cracks are not covered by your 10 year insured warranty. There are many reputable stucco contractors in the Albuquerque area that may be contacted to make any repairs you may deem necessary to cure these cosmetic concerns. We recommend visiting the Central New Mexico Home builder's association website for a list of reputable contractors.Business response
03/25/2024
If you believe there is a structural failure of the stucco, please refer to your new home warranty binder and new home 2-10 HBW warranty registration and follow the procedure to file a claim with 2-10 HBW.
2-10 HBW will send a third party inspector to your home to inspect the stucco and nature of the problems you are experiencing.
Given your home is nine years old, if it is determined that there is a structural failure, it would be covered under that insured warranty.
Customer response
03/27/2024
Complaint: ********
I am rejecting this response because:
I have not yet obtained verification as to damage of the load bearing walls from stucco failure. Should that be the case I will file a claim through 2-10. Optimum solution would be for Stillbrooke representatives to inspect the damage themselves.
Regards,
**** *****[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
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Contact Information
8801 Jefferson St NE Bldg A
Albuquerque, NM 87113-2439
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.