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:06/28/2024

  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.

  I had purchased a home from Schottenstein homes in Mar 2021 and closed it in Mar 2023. After i move in the *** flooring in most of the areas are buckling and reported the same to the builder. However after multiple visits from their vendor American Floor sourcing, they said the buckling is because of the dining table chairs and so the issue cannot be fixed. So i requested CEO Mr. ***** ************* to visit the home to discuss the issue, and he made an offer as we will share the cost to fix the issue, however i didnt agree as we didnt damage the floor.I hired an home inspection guy said the damage is not due to the chairs, and below is the report provided.FLOOR: INSTALLATION POOR Floor coverings on the first floor were generally poorly installed. Floors are buckling in may areas and appear to be due to improper installation. Other areas are separating (by the main stairs and bathroom).It appears the flooring has expanded and moved (when removing floor registers it appears all of the flooring has expanded and shifted which is likely causing the buckling and rising of the flooring throughout the kitchen, dining, and living room. This could be due to improper expansion gaps. Flooring in many areas are damaged due to this and will likely need replaced in the areas mentioned above.The flooring is the biggest issue which was not fixed by the builder. There are many others issues reported by an certified Home inspector also needs to be fixed.

  

  Business Response

  Date: 07/02/2024

  Hello everyone.

  Schottenstein Homes quickly responded to the homeowner concerns.  Both Schottenstein Homes professionals and ******** ***** ****** professionals inspected the flooring multiple times and found the expansion gaps to be typical and customary for this type of flooring, and furthermore, that the only damage present was caused by the homeowners chairs which had hard plastic tips installed.  The homeowner had a general inspector that is not an expert on flooring review his concerns. This person purely gave their personal opinion as a non-expert.  Once again, we had multiple experts tell us the floor install was typical and customary.  Expansion gaps are required to allow for expansion and contraction during the different seasons.  There are no other warranty issues with the home that we are aware of.  We consider this a closed matter.
  
  

  
  

  Customer Answer

  Date: 07/08/2024

   The inspection is done by a checkpoint property inspection and ***************** is certified professional. the dining chairs has been placed only on the dining area however the floor buckling is across all the home, the other areas are kitchen, great room and foyer. *** or SH does not provide any justification as why it happened in other areas. They are just saying about the dining area buckling is due to the chairs.

  
  Regards,
  
  *************************** ********* *****************************************

  

  Business Response

  Date: 07/25/2024

  It is our understanding/belief that the inspector mentioned is a general home inspector and not a flooring expert.  Our construction team informed me that the inspector said as much to them.

  A general home inspector is not necessarily a designated flooring expert.

  The folks we had review the Home are in fact, flooring experts.

  Customer Answer

  Date: 08/05/2024

  I am rejecting this response because: The flooring experts just gave justification as the damage on dining area is due to dining chairs... Why they don't have any answers for the buckling happened on Foyer, Great Room and Kitchen..
  
  Regards,
  
  *************************** ********* *****************************************

  

  Business Response

  Date: 08/05/2024

  We do not agree with the homeowners claims that the floor is buckled anywhere.  It is the very common nature of this flooring to expand and contract as the climate changes and with age, like most all wood flooring products.  We do agree that there is some damage from the homeowners use of chairs without protection between the chair legs, and the floor.

  Customer Answer

  Date: 08/11/2024

  [I am rejecting this response because: the buckling happened in less than a year and it has been reported to schottenstein. The quality of the flooring provided is worst. If the flooring cannot handle the dining chair what's the point in going for it.
  
  Regards,
  
  *************************** ********* *****************************************

• Initial Complaint

  Date:04/09/2024

  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.

  My wife and I closed on our home in December of 2021 with Schottenstein homes. At the time of closing there were houses that were still being built and our backyard would flood anytime it would rain. In September of 2022 the last house surrounding us was completed and we were told that now that all of the yards are completed the flooding would stop. It has not stopped and we have been emailing and putting requests in to Homeowner care for over a year now. Only to be given false promises and months with out a response to our email or request. The flooding has ruined my grass in the backyard and I can not use my back yard for days after the smallest rain. All of my neighbors backyards slopes into mine and we have no drainage. Schottenstein Has acknowledged that there is a problem but refuses to come and fix the situation. A house down the street had a similar issues and it was resolved in weeks. We have been dealing with this since 2021. We are just frustrated because we feel like we are not being taken seriously. We don’t know what to do and we don’t feel like we should have to pay a lawyer to rectify something so simple.

  

  Business Response

  Date: 04/16/2024

  Homeowner Care

• Initial Complaint

  Date:02/04/2024

  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.

  I built a home with schottenstein. I signed the build contract in Feb 2021 and completed build in Jan 2023. Since moving in I have had several issues with the home. The quality of the work is inexcusable. I submitted the work order request to fix the kitchen wall because It was not plum and the countertop and backsplash were separated by at least 3/4”. They added a bit of drywall to the one side of the kitchen but didn’t truly fix the issue. The issue is the wall is not level. It was brought up in the construction phase as well. Now, the cabinets have separated from the wall and the backsplash is pulling from the counter. The drawers won’t even stay in now because the distance between the cabinet and the wall is increased from settling g and and already bowed wall. This is one of several concerning issues we’ve experienced in the last year. I truly believe their build practices should be investigated and standards live up to what they state. I paid extra for an upgraded kitchen and I could have built a better product than what they did. I honestly feel they have devalued my home solely based on the lack of pride and dishonest construction.

  

  Business Response

  Date: 02/06/2024

  The summary of this is a past issue with the kitchen wall, which we addressed after it was entered into our Homeowner Care portal. She is now stating that her countertop and backsplash have separated. This is a common issue homeowners experience once the home settles. We are more than willing to correct this issue. Unfortunately, this is the first we have heard about this.  Attached you will find a letter we have sent to her requesting a meeting to resolve any lingering issues, including the countertop/cabinet issue.  Also attached is a screen shot of our Homeowner Care portal showing her completed, prior requests. 
  
  If you have any questions or need any additional information, please do not hesitate to contact me. Thank you very much for your attention to this matter.

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Description: I am a first-time homeowner, and per the request of Schottenstein Homes, I closed early on my new home on 5/31/22. In exchange for my payment in full and an early closing date, Schottenstein Homes was to place $10,642.50 into an escrow account and complete a list of remedies that was compiled by the lender, ********** ******** ***** The final outstanding item on this list is the External Paint, however, there has been much resistance on behalf of Schottenstein Homes in honoring this. Unfortunately, I bought the new home without the representation of a realtor. The original due date for remedy was set in August of 2022, however, this has been delayed multiple times throughout the year. Since then, Schottenstein Homes has claimed that the item had been previously completed and has continually asked for their deposit back before satisfactory remedy. After months of dispute and delays, an Appraiser was sent by the lender to assess completion. The corresponding report from 6/30/2023 confirmed the need for final grade paint. I further presented my concerns and supporting documentation to the builder on 7/8/2023. Another month passed and Schottenstein Homes has again claimed to have completed the work, however, it remains unfinished. The builder again notified me on 8/11/2023, claiming a painter had been sent and completed the remedy. I’ve again presented documentation to Schottenstein Homes suggesting an incomplete job, as significant portions remain incomplete and mirror the previous concerns. I now fear that the builder will continue to delay and put forth little effort or care, affecting the quality of my home. I have waited well over a year now to have this remedied and only request that Schottenstein Homes honor their word and deliver the quality promised on a product I have paid for. Would you be able to provide me with any input or assistance in having this matter completed? I work the night shift, although I will assist and provide any supporting emails / documentation anywhere I can. Thank you kindly for your time.

  

  Business Response

  Date: 09/05/2023

  We are currently and have been communicating with this homeowner.  We have a meeting scheduled with the Homeowner for review this week.  It’s our belief that the work has been done, it’s just that the homeowner/appraiser is not satisfied with it.  It’s not our belief that the work was not done.  We will continue to work on this until the issue is reasonably resolved.

  Customer Answer

  Date: 10/17/2023

  Schottenstein Homes has painted the exterior of my home to final grade and has fulfilled their promise per the escrow agreement - I am satisfied with this resolution.

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We closed on our home on 9/1/2020. We have submitted concerns to the company regarding items covered under warranty (crumbling porch, missing a small chunk of driveway, driveway bleeding onto sidewalk, air balancing issues, sod missing from back yard, and electrical issues.) Concerns were all presented within our first year of living in the home per company policy. Company has been unresponsive to multiple items.

  

  Business Response

  Date: 02/24/2023

  hello, the owner of our company is meeting with the homeowner next week to review in person.

  Customer Answer

  Date: 03/07/2023

  Hello,
  
  We met with the builder last week. The builder has agreed to remedy all of our complaints. They are supposed to email us an outline of our discussion by the end of this week.
  
  Thank you,
  ****** ***** 
  

  
  

• Initial Complaint

  Date:09/05/2022

  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.

  I have requestested the followng without any resolution to anything, except one item whichis in progress. 1. Heating/Air conditioning. ****** ******* reviewed property on April 26, 2022, I was told to get results from Schottensteins. Downstairs bedroom/upstairs will not be liveable. 2. Review of the cracking conrete in garage and front door area, in addition, there is some black spot in the concrete as well. 3. Issue with water collecting on back patio area. 4. House is chipping/ peeling and has never been painted, in addition, the front door needs painted the correct color with the correct paint type. 5. Location of my back screen door? 5. My SOD has not been placed, however, others in the community that moved in later than me have thier SOD Placed. 6. I have asked for feedback on where the vent for dryer is located. 7. this furnace is supposed to be high energy, however there is no vent associated with it. 8. Backsplash had to be replaced, drywill is now a little messed up. I am requesting that the company pay for the paint to repair. 9. Gutters were never cleaned prior to moving in. 10. The second bedroom needs the issue of vent reviewed, it was placed theday before I closed. Is it in the correct place? 11. I am concerned about a few spots on the ceiling, I do not think it is bleeding paint, I think it might be a small leak. 12. I need paint as well for the items not completed during my walkthrough. 13. I would also like to know the name and phone numbers of all contractors that workd on the house. I also recently recived a registed letter from Huntington bank in which the time frame has yet beenfurther delayed and work does not need to be completed until September 30 or legal action will be taken. I would like the company to contact me via email or letter only. I would like every issue reviewed with timelimes as to when work will be completed. I will escalate in any manner necessary to resolve these issues.

  

  Business Response

  Date: 10/18/2022

  Hello.  I was first made aware of this complaint last week.  After doing some research I have found that most all items of concern have been resolved.  There are a couple of remaining items still in process, of which our company is directly engaged with the Homeowner to resolve.  These are post closing issues that are customary for new build homes.  Due to national and local industry labor and material conditions everything is currently taking much longer to resolve than ever before.  

  Customer Answer

  Date: 10/19/2022

  I am rejecting this response because: The company is NOT in conact with me!  In addition, they have not let me know when the other items will be completed or the plans to complete the items.

  1.  The house has not been power washed and there has been no communication for painting the house and/or repairing the various little areas that require putty.  It will be a year in December, and the entire summer went by and no painting was done.  Since other's had their grass placed before me, I doubt if there is a resource problem, and according to past conversations, the house could only be painted if the sod was placed.  This requires better communication and an appropriate time line.  

  2.  I have had no communications regarding the heating/air conditioning issues.  The company that came out and did a review early I the year did not provide me with feedback, we are now back in cold days and the room again.....is very cold.  And yes, the upstairs is very hot.  I would like the results of the inspection and a follow-up to this issue with an appropriate time line.

    a.  Still would like to review the vents for the dryer?   Where are they?

   3.  The issue with the concrete was addressed, however, your company decided to paint it instead of repair it.  The individual stated he was "only" supposed to paint the porch and not the side walk attached. I declined because this house already looks a mess, and I am not agreeing to paint the front porch two different colors.

  4.  No one has addressed the issues with the ceiling spots.  I can't get up there, so they should and they should review it.

  5.  The back screen was placed, however, it is not balanced because the concrete on one side of the porch is too high.  Therefore, when you. open the door is scrapes on the concrete, eventually this will damage the door.  The guys form the company that put in the door stated they had something from the company place under the door that would not only help the door from not being damaged, but will also cover up the gap that current exists.  You need to follow up with them. Doors are not supposed gaps beneath them.......the bugs are still getting in to the screened porch.  

  6.  The company is coming on November 1 to review my flooring issue, so as of this point, this problem still exist.  

   

  I realize that there are issues that exist with builders, but I did not purchase a house for the issues.  I have had to take off numerous days to accommodate various people that have had to come back and fix problems.  I would like each issue addressed, appropriate time lines and over all just some consideration that I purchased a house that was supposed to be complete.  

   

  I do think it would be in the best interest of future buyers to review who signed off on this house.  There is no way someone reviewed this house and said it was ready to occupancy.

   

  Regards,
  
  ****** *******

  

  Business Response

  Date: 01/17/2023

  
  1. HVAC - concerns with downstairs bedroom / upstairs (noted in the consumer's original complaint). 
  
  ****** ****** ********** and report states it’s off by less than 2 degree difference (within tolerance of the warranty handbook). Homeowner is aware of this.  It is truly not an issue.  Normal/typical.
  
  2. Patio screen door - bottom area scrapes when opening/closing (due to uneven floor)
  It is installed correctly.  The floor is uneven by design to provide positive drainage for the concrete floor.
  
  3. Painting - areas not painted and also exterior doors 
  We Will resolve any remaining issues once weather permits.
  
  4. Sod - not completed
  Not true
  
  5. Warranty contact information. Was this supplied to Ms. ******* at closing?
  Yes.  To repeat this info:
  Homeowner Care
  *************************
  

  Customer Answer

  Date: 01/18/2023

  1.  HVAC is NOT 2 degrees difference!  I had accompany come out today to review the system and overall he stated the problem with the room is the the heating vent and return vent are at the same level.  This does not allow for the heat to EVER go down  and circulate in the room.  This has been discussed in the past.  However, I received a letter from someone else at Schottenstein and it was stated that the reason why the room was cold was because I had the vents blocked. This is really a simple fix on behalf of Schottensteins, but since they are against assisting me, I understand.  I will seek out other help.

  2.  Screen door is in place. It will continue to not open fully and scape.  I am sure that I will have to replace at some point.  consider this issue resolved on my part.  I am picking my battles.

  3.  I received an email fromSchottensteins in which it was stated that the soonest they could paint my house is August 2023.  I have rejected this offer as well.  I will take care of painting anything in the house. I am requesting a date, not a phantom time frame.

  4.  I had stated in an earlier response that the SOD was completed.  No issues.

  5.  Yes, I was supplied warranty information.  However, the website did not work. I was given the wrong keys to my mailbox and I could not get trash receptacles for 40 days.  So yes, I did reach out to the warranty people.  Useless. 

   

  So you are now down to only two issues.  The HVAC and the painting. 

  
  
  Regards,
  ****** *******

• Initial Complaint

  Date:08/06/2022

  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.

  I closed on my new build home on January 28, 2022 and my house still hasn’t been painted, I still don’t have grass, and I have a list of other things Schottenstein Homes still has to do. I unfortunately am not the only buyer who’s money Schottenstein took, and then got neglected.

  

  Business Response

  Date: 10/18/2022

  Hello, I was only made aware of this complaint last week. After researching, I have determined the customary issues above have been resolved within the normal scope of the post closing process.