ComplaintsforCapital Homes Residential Group LLC

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Countertops that were installed in the house were either not sealed properly or not the product that was described to us. We can not set anything on counters without it leaving a permanent mark. Any drop of water leaves a permanent mark. Filed a complaint with warranty and they brought a company by the name of ******** out. The guy proceeded to tell us that our countertops were high maintenance which was the opposite of what was described to us. He also stated he deals with these calls all day every day. He tried to seal the countertops but never got rid of the makes so that was not helpful. He stated that they could try to grind down the countertops and reseal but didn't seem hopeful. We tried to file another claim and got a rude response stating that we told the guy from ******** we were going to buy new countertops which is false. We need countertops replaced or fixed. To have a kitchen countertop that you can't set things on or get water on does not make sense. I feel like these counters were sealed incorrectly to begin with.

  

  Business response

  01/11/2022

  Business Response /* (1000, 8, 2021/11/19) */ Hello, we are aware of this situation and have been actively working with the Homeowners to resolve it. We have also been in contact with the Trade Partner who supplied and installed the countertop in question and are utilizing their experience and expertise to find the best solution. We are hopeful that we can find an amenable resolution for all parties involved. Consumer Response /* (3000, 10, 2021/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say they are actively working but no one has come out to get this resolved. When we followed up they told us to contact the company ourselves. This is not the proper claim process. This is their problem and they need to put in the work to resolve. We have spent countless hours dealing with capital homes on multiple issues. It is exhausting to have to fight for everything with them. I understand with covid some business are behind but I would like a date they will be out to fix. Our warranty is up the end of December and I have reason to believe they will drag their feet until then. We shouldn't have to follow up ourselves on a claim. Business Response /* (4000, 14, 2021/12/02) */ We have continued to be in touch with the Homeowners to resolve this including having an in-person meeting with Mr. ****** last week. We have offered 2 different options for the Homeowners to consider and have a technician scheduled to service their countertops at the earliest possible date (next week). We are hopeful this will alleviate their concerns and resolve this issue. Consumer Response /* (4200, 16, 2021/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) During our design process we were told we were getting some kind of granite or quartz composite for our kitchen countertops. Recently we learned from ******** and ************* that marble was installed. We would in no way select marble as this is a very high maintenance. There were two members of my family at the design appointment with me and we would in no way select marble for the kitchen. We have found out paperwork from the design meeting that shows we selected an upgraded granite(Not marble) we also have a screenshot from ************* and *** (both capital home employees)with a picture of that they say is our GRANITE slab. I have attached images supporting this. Capital should pay for full replacement of kitchen countertops with the low maintenance material we were told we were getting. ***Document Attached*** Business Response /* (4000, 21, 2021/12/15) */ After further review, we have agreed to replace the countertop for these customers with an equal or similar natural stone surface. The Homeowners are currently evaluating which stone they would like to move forward with and after that, we will proceed with scheduling this reinstallation. We are pleased to have maintained a stellar A+ BBB rating over our many years of business here in Tulsa. We believe deeply in a culture of customer service and do our best to treat folks with respect, fairness, and integrity. We are sorry that these Homeowners felt we fell short of that but hopefully our actions and resolution here will demonstrate our commitment to their satisfaction. We wish them the very best in their new home! Consumer Response /* (2000, 23, 2021/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) company worked with us to provide a fair resolution.

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