ComplaintsforSimmons Homes, LLC

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed on a Simmons home on January 30, 2024. Overall, they did a good job. However, they vented my gas fireplace through the exterior wall using a large, metal box that says stay back, this is HOT. It looks like what should come out of the back of a business, not my new home facing the backyard. I discussed the issue with Simmons about why they hadnt vented through the roof. They claimed that they try to limit the number of holes put into a roof with no explanation as to the benefit of this claim. They ignored how awful the vent looks entirely. I even brought up how I was never told about this box and it wasnt in my house plans, but they claim they dont have to discuss venting with clients. After this email from Simmons, we requested a meeting. They said they saw no reason to meet with us. We feel very disrespected and want other prospective clients to know that this is what could happen if you have a problem with Simmons work.

  

  Business response

  08/12/2024

  We are happy to hear that you consider your home beautiful in our correspondence with you recently. We do not want you to be upset about the required venting of your fireplace though. Let us please offer an explanation: We look for the most energy efficient way to route the vent that makes sense. A vent to an exterior wall is common practice when building a new home. A gas fireplace does not require as long of a vent as say a wood burning fireplace does that must have the vent run up through the roof via the chimney. We believe it is best to not compromise the integrity by penetrating your roof unnecessarily. Please know that we take such pride in thoughtfully laying out our homes, and building with quality and craftsmanship to keep our customers happy and coming back over the years. We are sorry that you feel anything short of this and hope that you can understand our reasoning. Please enjoy your amazing home, we want you to remain a valued member of the Simmons community.

  Customer response

  08/14/2024

  I am rejecting this response because the business never addressed the poor look of the ventilation box. The fact remains that we were never asked if we were okay with such an eye-sore. $4000 later, the vent has been moved and the backside of the house looks as clean as it should have when we bought it. Please do a better job at discussing the possibility of a vent on an external wall with future buyers. 

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased Simmons home in 8/2014. We addressed our concerns about concrete issues at first walkthrough (7/2014) with superintendent *******, he said we will get the issues handled. At final walk the back still wasn't graded properly and he said the front was handled. I stated how did you backfill if concrete is already down. "*******, we got it handled". 02/2015, at 6mo/check, I addressed again, he said make a checklist on everything that is wrong/concern with home and send it in for 1yr walk. Again, #15 on checklist, triangle in driveway moves, sinking, separating from other concrete. Submitted email to ********** on 7/19/2015 with issue, will be addressed at 1yr check. Simmons warranty came out to repair what was only inside home and at time. I stated my concern about concrete again. They said a manager will be out to check concrete and grading of backyard. No one ever came, called, nothing. Continued to call for several months after. Always was told someone will be out here to fix/check. Nothing was ever handled. Felt like we were just getting the run around. 4/2022 We started calling Simmons again with our main complaint of driveway, and now front porch and walkway sinking. Finally, after several months of calling Simmons they provided a "structural engineer ******" to come out and asses the complaint. All he was worried about was the inside of home and not our main complaint. "****** stated it is settling of the house and he thinks it's could be erosion". 07/2022, I walked on triangle corner/concrete caved in. So I pulled piece out, noticed a large void from concrete to dirt like it was never filled properly. I called Simmons immediately and ***** told me to send pictures. "***** after speaking with my manager, the engineer who came out stated it was erosion. We don't cover erosion. Sent picture from 7/2014 that shows the gap. "*****, Simmons will not cover it. Simmons should be liable for this, because it was never properly done. Erosion takes many yrs. 10+.

  

  Business response

  07/29/2022

  Business Response /* (1000, 5, 2022/07/29) */ ****************************************************************************************************************** Mr. ******, Upon reading your concerns regarding your home purchased in 2014, we sent out our Customer Service Manager along with an Engineer to inspect your driveway. While erosion is most certainly a homeowners responsibility and outlined as such in our published Warranty, we are willing to hear you out and investigate your claim further. In doing our due diligence, here's what we can do; remove a section of our driveway to take a closer look at the entry point of the water. If in fact there is a void in the dirt work, we can offer you a one-time fill to build up the soil and we will repour the concrete in order to eliminate possible future damage. In addition, we can adjust the gutter downspout to run underground and will pop it up right before the sidewalk. We are working to have our concrete sub-contractor reach out with an opening in their schedule. You should hear from them soon. Thank you for investing in a new home with us and we hope this will alleviate your worries and leave you with a better opinion of Simmons Homes. Consumer Response /* (2000, 7, 2022/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your response in this matter! As i stated in previous response, (8 years), it was never filled to begin with, there are many voids within the concrete driveway, leading up to walkway porch. Simmons installed/engineered the gutters along home in front of our property to have water run off properly. It's hard to accept. No customer service rep/engineer has been out or in contact with us to assess our concerns at our property since complaint filed 7/21/2022. 06/10/2022 is the last time the structural engineer, "for home" has been out. We will accept this response in hopes of our concerns being met, in a timely and effectively manner. We look forward to hearing from the CSR/Engineer and concrete sub-contractor real soon, Thank you. Consumer Response /* (3000, 15, 2022/09/13) */ I would like to see about re-opening case with Simmons. I've emailed Robin about when they think they'll be out here to fix driveway on 8/8/2022 "Robin stated let me check for you." Then no response back. I emailed again, 8/12/2022 , her response " hey Josh! I did check and they are just really busy right now. But they have you down on their list and will get over there as soon as possible". 8/12/2022 My response " thank you, I appreciate you checking. I understand they are busy. We just really need to get this resolved. There's a whole in my driveway. I need to get an estimated time, please?" Robin-No response I Emailed back 8/29/2022 " hey I still haven't heard from anyone and it's going on 2 weeks. Anything on your end of a time frame? Robin -no response I emailed back 09/01/2022 same ? As above. Robin no response. I only agreed to this as I stated on bbb complaint page. 08/02/22 "We will accept this response in hopes of our concerns being met, in a timely and effectively manner. We look forward to hearing from the CSR/Engineer and concrete sub-contractor real soon, Thank you. " 09/01/22 No one has contacted me, came to my home, set up time to meet. Nothing. 09/12/22 emailed Robin, no response. I need to re- open case until something is done with this. Please, thank you. Sent from my iPhone Business Response /* (1000, 20, 2022/09/28) */ Mr. ******' driveway was repaired today 9/28. All matters should be taken care of. Consumer Response /* (3000, 22, 2022/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes. The driveway is done and they did a good job but was still waiting for landscapers to come out and redirected the gutter downspouts. The landscapers came on 10/6/2022 to do the gutter down spout and this is how they left the job. See attached photos for the quality of work. Business Response /* (4000, 24, 2022/10/12) */ UPDATE 10/12: Landscaping company to visit Mr. Haven's home no later than Thursday the 13th by 5pm to 1) clean the street and 2) install sod to small areas. Will update again tomorrow w photos of completed process and this matter should be closed. Consumer Response /* (4200, 26, 2022/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) A Simmons person showed up Tuesday the 18th. To do some work and only did half of the area of sod and didn't do anything to the other area I had concerns about on the top spot. Only cleaned up a little bit of the dirt and then left with out telling us anything. These are the photos I took of the sod work that was performed and the top spot that wasn't touched. Business Response /* (4000, 28, 2022/12/08) */ UPDATE: We have remained in contact with Mr. ****** and Simmons Homes has completed repairs to address our homeowner's current concerns. On December 6th, we installed new sod on both sides of the driveway. On December 7th, we installed landscaping fabric and new mulch in the flowerbed next to the driveway. (Photos attached) We will remain in contact with Mr. ****** to ensure a mutual resolve, and we apologize for any inconvenience to the ****** Family. Consumer Response /* (2000, 30, 2022/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) We truly appreciate all that was done on this matter, we look forward to hearing from you soon!

*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. ↩