Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It is to have to do with the back door it is not straight and there is a gap between the door and the door frame. **** said at the one year period that is how it is built.

  Customer Answer

  Date: 07/25/2024

  This is not a duplicate it is g

  orv ******************************************* not the 8488 Amstel r very court 

  Customer Answer

  Date: 07/25/2024

  This is. Not a duplicate new issue for the other story book home at ************************************************************ I need to make a new complaint different issue 

  Business Response

  Date: 07/30/2024

  The reply from ****************** does not give more details related to his original complaint which was a plumbing item.  As ***************** did not reply to the original complaint with any relevant information,we respectfully request that this complaint is closed. Also to note, a review of public records (see deed attached) reveals that this home is no longer owned by ******************.   

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22039989
  
  I am rejecting this response because:
  
  We are not talking of the same complaint the plumbing was another issue. It has to do with Windmill creek the door is not plumb so when we put the screen door on it had gaps it was brought up to ************************* and  he said it was built that way crooked as far as the plumbing issue it was built that way kink hose and we did not catch it at the beginning in fact that location was not examine in the walk through 
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/04/2024

  We have not missed any response requests.  the original complaint from ***************** was  about a plumbing issue.  That complaint was answered.  ****************** has added to the original complaint well past the sunset of his home warranty period.  If he feels this is a warranty item, we welcome the opportunity to respond to a warranty claim filed with the builder.  Our goal is his satisfaction.  Without more information or an opportunity to examine and inspect the area of complaint we are unable to resolve through this platform.  The builder's original fit and finish warranty has expired and we are of the opinion that he no longer owns this property. 

• Initial Complaint

  Date:06/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wednesday a plumber came out to fix the problem that story book on when first did the house. The drain hose was kink. So the hot water did not drain properly. And when it leaked it ruined the counter. Anyway the plumber who came out yesterday had to charge us to fix the problem Storybook and Apex plumbing did. If I knew the hose was kink I would have called sooner. So Storybook/Toll Brothers does not want to come out and look since it was just storybook. And we paid for the repairs. From the photos you can see the hose is kink and not knowing since it was under the sink.Hope you can help resolve the problem.

  Business Response

  Date: 07/05/2024

  We appreciate your communication on this matter.  It appears we did not receive your first communication and wish to provide the following information:

  The homeowner did not bring this issue to our attention until after the repair was complete, This action denied us the opportunity to review and consider repair/resolution options-which is a requirement under the original builder warranty program. The homeowner states that this issue has existed for the nearly 6 years they have owned the property. The original builder warranty period is 1 year.  When this matter was brought to our attention the warranty had been expired nearly 5 years.  It is our understanding that the property was used as a rental property for all or a significant part of their term of ownership since September 2018.  The homeowner stated that their tenants never reported the issue. The homeowner reported that this issue caused hard water residue to build up on the countertops which was also not previously reported to the homeowner or to the builder.  Our warranty service staff informed the homeowner that had we been informed when the issue first occurred, the claimed secondary damage could have been minimized or avoided. The terms of the 1-year builder warranty explain that it is a homeowner responsibility to report issues timely to allow the builder to make repairs or correct.

  
  The builder has no obligation to conduct warranty repairs after the expiration of the 1-year warranty period and even less obligation at the 5-year mark.  This claim for repairs and reimbursement were disallowed due to the length of time the issue is now reported to have existed and specifically due to the expiration of the builder warranty. 
  

   

  Business Response

  Date: 07/08/2024

  We appreciate your communication on this matter.  It appears we did not receive your first communication and wish to provide the following information:

  The homeowner did not bring this issue to our attention until after the repair was complete, This action denied us the opportunity to review and consider repair/resolution options-which is a requirement under the original builder warranty program. The homeowner states that this issue has existed for the nearly 6 years they have owned the property. The original builder warranty period is 1 year.  When this matter was brought to our attention the warranty had been expired nearly 5 years.  It is our understanding that the property was used as a rental property for all or a significant part of their term of ownership since September 2018.  The homeowner stated that their tenants never reported the issue. The homeowner reported that this issue caused hard water residue to build up on the countertops which was also not previously reported to the homeowner or to the builder.  Our warranty service staff informed the homeowner that had we been informed when the issue first occurred, the claimed secondary damage could have been minimized or avoided. The terms of the 1-year builder warranty explain that it is a homeowner responsibility to report issues timely to allow the builder to make repairs or correct.

  
  The builder has no obligation to conduct warranty repairs after the expiration of the 1-year warranty period and even less obligation at the 5-year mark.  This claim for repairs and reimbursement were disallowed due to the length of time the issue is now reported to have existed and specifically due to the expiration of the builder warranty. 

  Customer Answer

  Date: 07/23/2024

  I responseded to the complaint it was storybook home who did not reply back to BBB what was the resolution they gave as a response

  Customer Answer

  Date: 07/24/2024

  I feel that that it was hidden and was not aware that is was kink. I feel that the builder should be responsible. I know the project manager ************************* said they use cheap labor to get the job done. Anyway when we received the home the manager will did not look under the sink explain that. 

  Customer Answer

  Date: 07/25/2024

  It is to have to do with the back door it is not straight and there is a gap between the door and the door frame. **** said at the one year period that is how it is built.

  Business Response

  Date: 08/27/2024

  We previously addressed this issue and it was reported by BBB as closed.  We have no additional facts to bring to our response.  The original complaint was denied due to the expiration of the home warranty, the fact that the owner did not provide an opportunity to the builder to address the issue.  We request this case be closed.  After our initial response, the home owner brought up a second issue unrelated to the original complaint.  We are unable to address the complaint as the originator of the complaint has sold the property.  We request the second portion of the complaint be closed as well as there is no avenue to resolve for a home owned by an unrelated third party.

  Business Response

  Date: 08/27/2024

  We previously addressed this issue and it was reported by BBB as closed.  We have no additional facts to bring to our response.  The original complaint was denied due to the expiration of the home warranty, the fact that the owner did not provide an opportunity to the builder to address the issue.  We request this case be closed.  After our initial response, the home owner brought up a second issue unrelated to the original complaint.  We are unable to address the complaint as the originator of the complaint has sold the property.  We request the second portion of the complaint be closed as well as there is no avenue to resolve for a home owned by an unrelated third party.

• Initial Complaint

  Date:06/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Walk throught inspection done in January. 1) Story Book Homes Developer. 2) not sure what it will cost but I say estimate 1000.00 3) When we purchase the home, we did a walk through the interior mostly. And some of the exterior. We did not look at the glass for we know from the other home I brought at Story Book did not think the glass would be scratched. And the Project Manager talk to his supervisor and will not cover the replacement. I know possible a month later the frame to one of the windows was off and the window did not latched so two repairs were done. They told me I have to call *** and get an estimate for replacement when I think that Story Book should cover the repair. I still say the scratch was there prior just they missed it. According to Will, many people look at the glass. Not sure if that is a true statement. I think that Will looked but missed it. I know Will has so many deadlines and not enough workers. They are behind schedule so they could have missed that window at my home. This community has 63 homes and they want to sell all these homes asap. I have a photo enclosed. I also mentioned Darwin D**** who told me to send an e-mail to him so he can forward it to the management. Your looking into this matter is greatly appreciated. Sincerely, ****** *******

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 9, 2022/07/27) */ We thank you for bringing your concern to our attention and we apologize for the length of time that it has taken to complete your service call. We understand that additional issues may have transpired from the repairs that we did make on that particular window and have since then taken steps to fix the situation. We have been working with our glass vendor to ensure that your replacement gets taken care of this week. We thank you for your patience as we continue to navigate through labor and material shortages. We strive to exceed our homeowners expectations with the purchase of a new home from our establishment.