ComplaintsforAmerican Heritage Homes Corporation

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Builder has failed to adequately and effectively remove birds from dryer vent, pest proof dryer vent from future fire hazard from such conditions and continues to prolong warranty service on the issue. As of today, May 1 , the day after service, the bird has returned and moved back into the dryer duct.

  Business response

  05/10/2024

  To whom it may concern,
  
  Thank you for bringing Mr. ********* concerns to our attention. 
  
  We apologize for the inconvenience he is experiencing with a starling attempting to nest in his dryer vent. Spring often brings about challenges with wildlife, as birds can be particularly persistent in their choice of nesting sites.
  
  We responded promptly to Mr. ********* initial request and successfully removed the nesting materials from the vent. Unfortunately, the bird returned after our service. The photo Mr. ******* provided clearly shows that the dryer vent is installed properly. We have installed this same vent model in hundreds of homes across Central Ohio without any similar issues.  Nevertheless, we take the concerns of our customers very seriously and are actively working with Mr. ******* to resolve this situation. We appreciate his patience and your assistance in facilitating this process.
  
  Regarding the additional comment regarding AFCI breakers, we apologize for the inconvenience Mr. ******* has experienced with the arc fault breaker tripping in his kitchen. This is a known issue associated with the design of arc fault circuit breakers. Sometimes, these breakers are not compatible with certain appliances, particularly those with electric motors. These appliances can emit stray currents that are directed to the home’s grounding system, which the breaker may incorrectly interpret as a fault, causing it to trip.
  
  We understand this can be particularly frustrating when it occurs on circuits connected to essential appliances like refrigerators. To address this, one possible solution is to send the tripping breaker back to the manufacturer for recalibration. This step is generally recommended after the breaker has tripped multiple times, so the manufacturer can accurately diagnose the issue. Please note, this process can take some time.
  
  Thank you for your attention to this matter. We are actively working with Mr. ******* to resolve both of these issues and ensure his satisfaction. Thank you for bringing this matter to our attention.
  
  Sincerely, 
  
  Bill C*** 
  
  *********

  Customer response

  05/16/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *******

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a home built by American Heritage Homes in 2020. I had several issues during the build that have yet to be taken care of. The main one is the painting of the inside of my home. I upgraded the paint and paid American Heritage Homes an extra $2000.00 on top of the original amount they charged to paint my home. They said they would return shortly before the one year mark was up after my home was built to fix nail pops and dry wall issues. I had them come out as I had many many nail pops and several floor to ceiling corners where the drywall tape cracked. I was told to supply the paint to which I did supply a gallon of Sherwin Williams along with the specific roller I wanted used to make sure the touch up painting blended in well. I came home early to find American Heritage walking around with the gallon of paint dipping a brush into the bucket and when he saw me wiped the brush onto the roller. The corners where the drywall tape cracked were never fixed and the touch up paint job is absolutely horrific. There are large "polka dots", missed spots and gray paint on the white ceiling. I have spoken to Bill C***, an ***** of American Heritage, and his exact words to me standing in my side yard were "I get it, the paint job is bad. I have given American Heritage over 80 hours of my vacation time to fix things that have still not been addressed. My spouting in the back of the house has an inverted fall. One year later, the next a dove made is still in the spouting due to water never reaches it as it runs towards the house. Bill C*** no longer takes my calls or answers my emails. He has all of the pictures of the poor painting, spouting and basement wall but refuses to acknowledge me. I have asked for my $2000.00 upgraded paint fee to be returned to me and Mr. C*** does not respond. I will not let American Heritage back into my home to make another mess. I'm only asking for the $2000.00 back as right is right and to have another company fix my homes paint.,

  Business response

  03/04/2024

  To Whom It May Concern at the Better Business Bureau,

  I hope this message finds you well. We are writing in response to the complaint filed by Ms. *******, regarding her painting. Upon reviewing the details provided in the complaint, we would like to address the concerns raised by Ms. ******* and provide our proposed resolution.

  
  First and foremost, we sincerely apologize for any inconvenience or dissatisfaction experienced by Ms. *******. We are committed to addressing her concerns and ensuring their satisfaction with our services.

  
  Regarding the issues raised with the painting of the home, we understand the importance of rectifying any deficiencies promptly. However, we have already offered to schedule repair visits to address the issues raised by Ms. ******* on multiple dates. As referenced in her complaint, each time we attempt to schedule the repainting she has not allowed it. 

  
  Attempted schedule dates per emails:
  July 20, 2022
  September 23, 2022
  February 14, 2023

  
  If allowed our team will work diligently to ensure that any outstanding issues with the painting or any other aspects of the home are resolved to Ms. *******'s satisfaction.

  
  Additionally, we would like to address the process that has been followed regarding these concerns. Ms. ******* complained to the *** ** ******* ****, Professional Standards Committee, regarding this matter. A hearing was held at Ms. *******'s residence by the committee on September 27, 2021. Following that hearing, the *** ruled that American Heritage Homes Corporation should touch up the painting. It was also determined that other issues raised in that complaint were within the OHBA standards that we mutually agreed to follow, and no other remedies were necessary. Despite Ms. *******'s appeal of that ruling, the committee reaffirmed its decision on February 11, 2022.

  
  Since then, we have made numerous attempts to conduct the touch-ups as instructed by the committee, only to have Ms. ******* disallow it. We are willing and prepared to carry out the touch-up work during working hours to ensure minimal disruption to Ms. *******'s schedule.

  
  Also, to specifically address the “Paint Fee” issue mentioned in Ms. *******’s complaint; The additional charge was to upgrade the paint to Sherwin Williams Duration paint instead of using flat Sherwin Williams paint.  This is the paint that we did in fact use to paint the home. So, Ms. ******* did get the upgraded paint that she chose and paid for.  This is not a case of not getting what was chosen and paid for.   The trouble is that the upgraded Duration paint just does not touch-up as nicely as the flat paint does. 

  
  We are fully committed to providing high-quality workmanship and customer service, and we appreciate the opportunity to address Ms. *******’s concerns. Should you require any further information or clarification, please do not hesitate to contact us directly.

  
  Thank you for your attention to this matter.

  
  Warm regards,

  Bill C***

  Customer response

  03/11/2024

  I do not accept this answer. I was the one who had to reach out to American Heritage every single time before they would answer me and most of my emails and phone calls were ignored.  I have every email.  American Heritage never contacted me until I put in a work order or I emailed Bill C***.   I continually put in work orders. I took off work to get things fixed from the windows to the bathroom cabinet door to the roof to the carpet to the spouting to the painting.   I filed a complaint with the *** as per my contract stated I was to do.    No one brought a ladder to the original *** meeting to look at my roof and no one ever came back with a ladder so its NEVER been looked at. Bill C*** and **** *******  didn't even have the common courtesy to show up to the final *** meeting. Bill C*** only offered to paint the basement stairwell wall and the living room wall. Touching up 2 walls is unacceptable when every wall downstairs in my living room, half bath, mud room, and one wall in my kitchen need fixed as well as the hallway upstairs the main stairwell and the basement stairwell.     John M******, from the ***, stood in my living room and asked Bill C*** if he put 2 coats of paint on the touch ups and Bill C**** said no.  So how does touching up 2 walls fix all the other walls when Bill C*** admitted he didn't use 2 coats of paint.   Once I paid the final payment it was like pulling teeth to get American Heritage to come out here to fix anything and I took off every time. The window guy had to come out twice to fix the windows and then order some replacements so there's 3 times I took off just for the windows. I shouldn't have had to go to the *** because American Heritage should have made things right from the get go. I'm tired of messing around.  I've been here 3 and a 1/2 years now and my walls are still a mess, no one looked at the roof or fixed the spouting.  I had my house inspected at my own cost. Sent all the comments and pictures to Bill C***.  American Heritage made the mess. I'm asking for the $2000 back I paid to upgrade the paint so I can have a proper company come and fix it.  I don't know why Bill C*** says I got the paint that I upgraded to. Yes,  I did that was never in question.  The problem is you ruined the paint job with the improper touch up job. I will not give any more of my time to American Heritage to make another mess, not look at something and not fix things.   The bathtub they installed had a crack in it and rained down water thru the ceiling fax in my half bath and it cost me thousands of dollars to get it fixed because they only wanted to patch a brand new bathtub in my brand new home while the tub was under warranty.  Yhe tub maker said do not let them patch it.  The patch will fail. I am tired of dealing with Bill C***b not fixing things that I paid for.   I was never late making a payment during the construction process and I held up my end of the deal. Bill C*** has done nothing but waste my time and my hard-earned money.  I want my $2000 back for the paint so I can finally get the paint in my home fixed properly.  This is the very least Bill C*** can do.  I deserve a finished home.
  
  Regards,
  ******** *******

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family has been in our home for almost four years. We have issues we have been trying to resolve since 2018. We have numerous cracks in our foundation that are allowing water to get into our basement. AH solution was to fill them, on several occasions. They are now bigger and have multiplied. Our gravity drain has standing water, water stains on the floors and walls of the basement and it is always damp. First and second floors have cracks in every corner and all of our drywall window wraps are cracked, even after multiple repairs. Cracks in the ceiling etc. All normal "settling" as Bill the owner calls it, even after all this time. He even suggested that we finish our basement and use spray foam insulation to keep water from getting in. All at our expense of course. The soil surrounding the house has separated from the foundation. For a period of atleast 2 years we would have water pouring in our diningroom windows to which we were told "it is because you live on a windy hill with driving rains" before they were seemingly fixed. Our floors joists are not level causing issues with our lvp flooring. The shower/tub inserts we have cause water to leak down our drywall, causing it to peel and bubble. Caulk and patches were their solution and are not working. Our stairs pulled away from the exterior wall they were attached to so far that my child could stick her hand in between the gap. AH simply lag bolted the stair frame to the wall studs to remedy without telling us that it is a major structural issue. We have issues with temperature and humidity regulation. We have continued mold growth in our basement because of the damn conditions, even with a humidifier running 24/7.

  Business response

  04/04/2022

   

  Email text to Client:

  We are in receipt of the complaint you filed with the BBB on March 31, 2022.
  
  
  Our records indicate that all of the issues listed were previously addressed and resolved.  However, since you have issued a complaint, that must not be the case from your perspective.  While we have not seen any new service requests submitted by you, we certainly want to address your concerns in any case.
  
  
  Your desired solution is listed as having a structural engineer inspect your home.  We feel the listed concerns in the complaint are not structural in nature and would not be addressed most effectively by a structural engineering assessment.  That said, nothing would prevent you from seeking the services of an engineer or other certified professional yourself to have an assessment done.  We do not include a post construction structural engineering assessment/inspection as part of our new home contracts, so the costs associated with such would be your sole responsibility.  
  
  
  Another path to address your concerns and seek an assessment from an independent third-party might be to file a complaint with the Central Ohio BIA Professional Standards Committee.  This committee made up of volunteers from the BIA membership would likely perform a visual inspection of your home related to the list of items you provide.  The committee would make a recommendation after the inspection.  Based on the BIA contract we use and to stay in good standing with the BIA, we commit to following their recommendations.
  
  
  Please let us know as soon as possible which path you intend to take so we can do our part in resolving the complaint.  
  
  

  Customer response

  04/04/2022

  That is no acceptable. You have received numerous complaints and service requests from us. I have the trail of emails sent and records of phone calls, answered and not by AH. You were well aware we are continuing to experience these problems. Your employees and even contractors have given different variations of causes and some of them were suggested to be structural. It should not be up to us to pay for anything. That should be your responsibility. We have paid more than enough for all of these problems. You should fix it. It is truly that simple. You are aware the problems exist we should not have to pay someone else to get your company to force your hand. This is not acceptable.
  *******

*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. ↩