ComplaintsforGemcraft Homes, Inc.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I settled on my new home on December 21, 2022, following this date and moving into my home, I met with the Project Manager at the time who advised me to list any concerns and they would return to address them. My floor in the basement entering the bedroom is uneven, as with the floor in the first-floor bathroom. In addition, my floors creek incessantly, which should not in a new home. This is my fourth home built, I have never experienced so many problems and the lack of customer service and follow-up. I started my contact on 2/15/22 and followed up with another email on 2/22/22 after not receiving a follow-up (I attached a copy of my emails). Some of my concerns were addressed, however, my floors have not been addressed. They attempted to fix the floor in the basement, it is still noticeably uneven. As for the uneven floor in the bathroom, the gentleman told me he had to think of a way to fix it, and never followed up. Most recently I emailed both *** * and *** *, on April 1st, *** * said he called and left messages several times, I responded his number never appeared on my phone, nor did I ever receive a message from him or his associate. Left a message on April 3rd, with no follow-up, then left another on April 7th. April 7th, *** * texted and asked for my address again, and he said he would check the file on Monday, April 10th, I did not receive a follow-up on April 10, sent a follow-up text on April 18th, and no response to that message and no one has followed up with me to date, neither *** * nor, *** *. I have been trying to get this resolved for well over a year to no resolution. No one responds to emails, voice messages, or texts. This is very egregious to not acknowledge customer concerns and to sell a product that is not your best product. I only want my floors fixed and have more than patient, professional, and courteous in my communication with staff within Gemcraft. Senior leadership was also included on most emails.

  Business response

  06/27/2023

  I have attached a copy of the home owners post settlement list that was signed completed on 9/27/23 by ******************************** 

  The home is no longer in warranty expiring 12/30/2022. 

  Customer response

  06/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Using the attachment they included, you clearly see the items related to the flooring have No, listed adjacent to them because the work was not done, and R initialed next to it and I put the No, because those were the items he said he needed to ponder on how to fix.  I signed below for the items that were fixed per *s request not knowing they would later be *** or notable to applying it to the entire list.  I specifically asked * about my reservations of signing the document of completion given the floors were not addressed, that is why he noted No next to the flooring items.  This company is AWFUL!
  Regards,
  
  *******************************
  

  Business response

  08/22/2023

  Sorry it took longer then expected the respond I need the get the service manager to weigh in on the response since he was dealing with the ********* list.  Here is his answer to the items that were and were not address prior to have the post settlement list signed off.

  1.  First floor squeaks.

  **** and I were there 2/27/22. No squeaks could be found by us or the home owner could be found. Nor are floor squeaks covered under the ******Builders  limited warranty. 
  2. First floor bathroom floor was within construction standards in accordance to the ****** Builders limited warranty.
  3. The Whole in garage ceiling was completed.
  4. Hole in master bathroom was completed.
  5. Check floors that but tubs and showers.  Needs caulked . 
  Home owner maintenance. Not warrantied .
  6. Stair squeaks.  Not a warranted item.
  7. Front door was checked and completed.
  8. Dents in the garage door completed.
  9.Carpet padding was within standards at the time we where there,
  10.Stains in grout were Completed 
  11. Floor in basement bath. On concrete , and was worked on when pre settlement list was done. Is with tolerance 
  12. Cracked cab in kitchen completed.
  R, means **** (assistant supervisor) to repair . **, means ************* manager) to address.
  NO, Means NO work to be after addressed and determined it is with tolerances 

  Customer response

  08/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  No, does not mean there is no work to be complete, No as shared by Ryan the person who actually did the work, meant it was not addressed.  There is no reason to continue going back and forth with this unprofessional company as it is evident they are not and will not be accountable or honest.  Awful company and I will NEVER recommend them as a builder for anyone now or in the future.  The floor in my bathroom and basement remain uneven due to their underwelming craftsmanship, so if I ever plan to sell, I will have to pay to get it fixed because they are too dishonest to admit their fault and attempt to fix it, EXTREMELY disappointed, yet, not surprised, it too months to get someone to complete the other items on my list.  My public review will be the same.
  
  Regards,
  
  ******** ******* 
  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Built home: Started the process January 2022 and Closed on the house December 22, 2022. The home was open to weather and there was no power to the home until December. The Subfloor was warped throughout home from rain sitting on the floors and we were told by the superintendent, ****, this would be taken care of before flooring went in. Throughout the home the subfloor is either coming through the carpet or the floor flexes and entire area of the area shake, including the kitchen island. Parts of the home, main floor, are not level and appear to be sinking. The flooring company, ****** from *** ********, came out and determined it was the framers, but builder has not accepted their findings. Paint and drywall is coming off the walls and apart at seems. Builder reps **** and ***** agreed the drywall was not done correctly due to weather conditions during construction and the paint used is not good, but according to them "the job would be too messy." Doors are not level and not closing properly. I have already made adjustments to some of the doors to get them to close, but other doors require a professional to readjust and set the frame properly, including the door leading to the garage. There are areas of baseboard, door trim, and flooring which are chipped or badly cut which, according to rep ****** because we didn't find these issues during walkthrough are not being addressed. All of the windows have sharp edges where when closing and locking the window I was cut. Nails are on the roof from construction and my wife's vehicle has had one flat tire from a nail since moving in. Rain gutters are not catching water and instead water is passing by the gutter onto the driveway or under the front porch area. I can add videos or additional photos if needed.

  Business response

  03/22/2023

  Gemcraft Homes Service manager ***************************** has set up an in home meeting with ************** for tomorrow morning 3/23/23.  Some items on list have already been address any items that have not been will be address tomorrow in accordance to the **** Warranty Manuel. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I found a home in the ***************************** in York Haven, PA. We were not the original buyers/designers. We've been in the home for almost exactly one year now. We have a presettlement checklist that still has items that have not been addressed. Absolutely zero contact from the supervisor, *****, on any of these matters. Calling their service department is a joke - they either never answer or return your phone call. On 4/26/2022, I submitted a list of items on their Final Post Settlement Warranty list. The #1 priority of this was to address the squeaky floors in our house. Now, they will do everything they can to hide behind their warranty paperwork. These aren't one off squeaks - you can literally feel the sub floor shifting in multiple rooms. It took them until 8/18/2022 to finally agree to fix the flooring. They used nails, again, instead of screws. I still have multiple issues due to this. I was also told they'd return to fix the squeak under the linoleum - they never came back. *****, the supervisor, actually had the audacity to tell me some of these would "work themselves out" when I found a couple during the presettlement inspection. I've had multiple issues from their contractor MJD. A portion of the sump pump was installed backwards, causing an explosion of water when it first ran. I've also had my front spigot leak twice now. MJD came and fixed it the first time, and has since refused to fix it again stating it isn't a warranty issue. How is it a warranty issue the first time, but not the second? This has caused water damage to personal belongings as well as having to strip the insulation away. Unfortunately I'm restricted to 2000 characters here. I have a multitude of other complaints to lodge against this company. I have photos, emails, and text messages over the course of a year seeking resolutions. Next step is to obtain a lawyer if this isn't resolved. I am demanding contact, and will not settle until these issues are resolved.

  Business response

  02/15/2023

  Our service department has reach out to this customer and set up a meeting for 2/17/23 to assess warrantied items.

  Thanks you 

  Customer response

  02/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be considered satisfactory to me pending completion of the agreed upon list. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased this townhouse in 9/2021. Right from the beginning the concrete on the driveway needed to be replaced/repaired. Constant communication was made with various individuals responsible for these repairs. Finally in 12/22 a minor repair was made. The repair was unacceptable and the rest of the repairs were not made. We continue to maintain contact with various departments of the company and we have not received a resolution/correction to the problem.

  Business response

  01/03/2023

  Superintendent met with customer today and concrete repairs are on schedule to take place this week.

  Customer response

  02/08/2023

  Work has been completed!!!!!

• Initial Complaint

  09/18/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Built and purchased home from Gemcraft. Conducted walk through prior to purchase and annotated items to be corrected after closing. Closed on 07 FEB 2022. it's not the end of September 2022 without resolution on several punchlist items. We have several warranty items that also need to be fixed. When I call or text the builder foremen, they ignore me. When I see his boss or his boss's boss in the development I talk to them in person. They send someone over and fix one or part of one of the issues and say they will be back for the rest of it. I then have to fight to make contact with them again. Gemcraft is very responsive in fulfilling their responsibilities and agreements. Punch list: Change pantry door swing from RT to LF Crack in stair railStone header above front windows vinyl siding broken at down spout exterior door frame (sidelights) not painted stain on shower pan in master sporadic trim missing on kitchen and bath cabinets Nail sticking out of window on interior jam Bubble in sheetrock in family room ceiling Carpet stiff and unnatural spot in basement Warranty issues (discovered after move in):Garage roof has mortar spots exterior basement door finish (worked after closing but not to standard)Basement windows need caulked on inside Still owed per contract within 1 year (we have contacted the foreman but he has not returned call) :remove silt fence and grade yard to match surrounding terrain driveway top coat drywall/sheetrock repair and nail pops Gemcraft needs to order materials and contact sub contractors to finish work.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I haven’t even been in my home one year at “****** *****” and my roof leaks (plus huge drywall water stains on ceiling in Master Bedroom that haven’t been repaired that are supposedly under warranty), there’s drafts in the home in the winter time, in the summer my house temperature measures 7-8 degrees higher than the thermostat reads, they’re to cheap to put a $3.00 vent cover from Home Depot on the vents and subsequently birds nest in them and defecate on the sides of the homes and windows, it took 4 or 5 weeks after moving in to have my electric garage door opener installed (I’m pretty sure they sold my neighbors homes without garage doors even on them) which I paid for as an add on at closing, no one mows the grass, they won’t pay a landscaper, but they make sure to charge that $50.00 HOA fee every month, they claimed there would be snow removal in the winter and it was non existent ice and packed down snow, had to pull teeth to get a cabinet that was supposed to be in the home when I moved in that they forgot to add (literally had an employee tell me “yea they were talking about you, this turned into a big deal they didn’t want to pay for it”), areas of the interior of the home where the drywall wasn’t even properly finished let alone painted, and as of 7/9/22 my water heaters been broken (I’ve been 3 days without hot water with children between 1-5 years old who won’t shower or bath because the waters so cold, not something you’d expect from a $300k “new construction” house). I emailed their service manager to ask for help and he told me to “call the number on the back of the binder with warranty information” that I was given when I purchased the home, which I did a company called **** ******* ***. they said they have no record of a warranty service contract with Gemcraft Homes and they don’t even service my zipcode, all of my neighbors have had these same issues, if anyone’s considering buying these homes or dealing with this company I hope you see this.

  Business response

  08/05/2022

  We have made serval attempts to contact this customer through phone calls, voicemails, email and stopping by the house to see if someone was home. But have gotten no response in return. Our service manage even let a door tag on there front door to get in contact him them.  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June of 2021 we signed a contract with GemCraft to build our home. The process just to begin was frustrating but we tried to keep a positive mindset. During the building process the Sales Manager and the Foreman of the job were let go, including multiple issues with timeline and things that should have been done in the home. Finally after almost 3 months over quoted timeframe we were able to close. After we closed GemCraft was very responsive at first, our missing pendant lights were taken care of, front door issue fixed, and some others. The issue is for weeks now we have been completely ignored regarding a banister that was replaced and still not stained, and shower doors that were suppose to be installed in the master. I have sent emails and text messages to the needed contacts with no response. I believe this to be because they are not currently working on site at **********. These items along with popped out recess lights, missing areas of paint, missing covers for deck, and patch job water spout in garage have not been answered. They were able to get their funds for the home and I believe we should have the home as we chose it to be.

  Business response

  08/05/2022

  I personally had tried to reach out to ************** ***** on 3 separate occasions with 2 separate phone numbers provide by him, but received no contact in return. This was prior to Gemcraft Homes receiving the BBB complaint.  Since our last email my new superintend in the ******************** has been in contact with ************** ***** and the building items are in the proceeds of being completed. There is a sales/purchasing discrepancy with our 3 party low voltage provider that the sales team is currently working to get to the bottom of.  

  
  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A few among the many I can write about.1. We are having major electrical issues that could be a potential fire hazzard. 2. there is a foot sized hole in the living room floor that if you step on the spot the carpet begins to rip and you can go through 3. There has been a large chunk of foundation missing on the front corner. when they attpemted to fix (during the winter months) it immediately began to crack, chip and fall off. 4. The vent fan in the hall bathroom is missing, and the hole into the ceiling is wide open with wires visible and hanging out disconnected. There are about 100 more issues I could write about. Want everything fixed on my inspectors report and including the items not signed off on of the final walkthrough inspection with builder.

  Business response

  03/18/2022

  Our on site job superintended has been working with the ********* to finalize there list.  There is one thing left to complete (a part for a bath fan) that came in this week. The job super is reaching out today to have it completed. 

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/17/21 No response, contractual violation, misleading advertising *Flooding throughout property with contractual statement stating will regrade after sinking of 6 inches. *Driveway shifting stones, clay mud-strewn, over two dozen nails strewn.*Public street strewn with nails and clay *Clay and paint stains from contractors throughout house *Tires punctured by three nails in four weeks.*Threatened retribution by employee for making complaint.*No circuitry for dryer in house as contracted, then promised in a different spot after a Gemcraft mistake.(Would have never agreed to accept builder mistake if I was told I would have to spend $3k for builder mistake to put in my own electric circuitry which was part of the building contract.*Rodent infestation in a 20x30x6 pile of trees and branches *Broken tree branches hanging over house.*Given depleted propane tanks with no instructions about the need to fill. Gemcraft used up the propane during final days of construction.*Paint sprayed haphazardly over door entryways and attic causing blistering and peeling.*Damage to baseboards throughout.*Window sills, doorways dented and chipped down to wood.*Cement chipped and strewn over garage causing tripping and bleeding feet.*No option for egress from lower doors without stepping directly into mud.*Lights flickering on and off when major appliances are used.*Fired their real estate agent who tried to help us settle our problem with Gemcraft.*Refused to grant us a virtual appointment when they advertise the ability to conduct virtual appointments on their website. We negotiated the first time I was refused. I was given no choice but to attend a second walk-through when I was told a real estate agent could do this in my place. Recorded on **** - Gemcraft's insistence I attend in person.*Misleading Advertising and Contractual Violation. Say they return phone calls or emails within 2-5 days but have never responded to most of these complaints.

  Business response

  03/07/2022

  Gemcrafts response to each of the customers concerns are outlined below in red font.   A Gemcraft representative contacted the customer today via phone in an attempt to schedule a day to inspect several of the items.  After the inspection has been completed a schedule of dates and times of the repairs will be arranged with the customer.

  1.     There is a small pond of water at the base of our property, due to a ten by twenty foot ditch left there. As I mentioned before, the drainage pipe running under the driveway is crushed and will not let the water flow through.  Gemcraft will have the end of the culvert pipe repaired.

  2.     In our contract it states that Gemcraft will correct depressions in the grading of the property where holes have sunk more than six inches. We have over 100 of the incidents on our property. If this is not corrected soon after the last frost, Gemcraft will be in violation of contractual statement that grass will be planted throughout the property, after the last frost, since they will have to bulldoze it over the grass to regrade the landscape.  Gemcraft will re-visit the depressions in the yard at a more appropriate time in the Spring.

  3.     The driveway stone is filled with clay, making it impossible to walk to the house without tracking heaps of clay onto the steps and into the house. Once the nails are removed we need to have the driveway covered in such a way as to not be a mud bath.  Gemcraft will apply a stone dust binder coat to the driveway.

  4.     The driveway stone is not set in the earth, so vehicles sink in the drive and get trapped as if in quicksand. Gemcraft will apply a stone dust binder coat to the driveway.

  5.     The public street is smeared with clay for over 300 feet in violation of ******** **** building ordinances.  Gemcraft will apply a stone dust binder coat to the driveway.

  6.     There are large clay stains on the stairs left from workers tracking clay in and out of the house over the off-white carpet, left from before we arrived.  Gemcraft will send cleaners to address.

  7.     The public street outside the house was littered with nails. With the help of a neighbor who is on the HOA board, over a dozen nails were removed, but nails still remain an issue all the way down the street.  Gemcraft will use a magnet roller to address.

  8.     Thus far, our tires have been punctured by three nails. Over two dozen nails have been discovered under the rocks, especially in the middle of the drive, pointing to nails being deliberately strewn there. Gemcraft has been sent an email with the receipt from ***** and ******* where we either had the punctures patched or a tire replaced. We received a warning ticket for parking on the street from Chief **** ************ who reached out to Gemcraft in an attempt to remedy the situation. Nothing has been done after two weeks. We have received no correspondence concerning this issue.  Gemcraft will use a magnet roller to address.

  9.     One nail was very old that appears to have been driven into the sidewall by a hammer (pointed out by a ********** employee after noting that there was a fresh strike mark on the nail) We are now concerned that this has something to do with ********************* or an agent of Gemcraft. We have since installed video cameras on the property to be able to identify any vandalism on the property.  Gemcraft will use a magnet roller to address.

  10.  The interior stair hallways are less than 36 inches, another violation of the ICC and ADA.  Gemcraft is not required to build to ADA specifications.

  11.  The front hall does not allow for the clearance of a wheel chair by ICC  and ADA. Gemcraft is not required to build to ADA specifications.

  12.  A circuit and access to the wiring of a 220/240 wire for a dryer is mandatory and included in our contract. The upstairs laundry unit was aborted due to a mistake by Gemcraft in building a step in the upper shower. I received a call from Ms. O******* admitted this mistake and asked what I would like to do - keep the step or have them tear out the wall and shower step to build the appropriate size space for a washer and dryer. As a favor to Gemcraft (supported by earlier emails to Gemcraft), I accepted the mistake as an olive branch to Gemcraft needing to move the water heater (another mistake Gemcraft made). I agreed to this change with the understanding that I would be given access to an appropriate 220/240 outlet in the basement where I had told Ms. O******** I was going to rough-in a  second laundry unit on my own. I have paid over $1400 to rough-in the plumbing. After doing so I found there was no 220/240 circuit for a dryer as agreed upon. The house had been drywalled and completed. The electrician from ***************** shared that Gemcraft wanted to leave a 220/240 circuit wire dangling inside the wall. He said he could not do that by code. This negation of any possible circuitry to use for a dryer is a violation of Gemcrafts building permit, besides being an act of aggression and retribution. The electrical contractor has inspected and found no issues.

  13.  There is a pile of trees that measure 30x20x6 feet left at the edge of the property and pushed into the neighbors property where animals have begun to nest. We informed Gemcraft about this issue in the first week. We have received no response whatsoever.  Gemcraft will have the debris removed.

  14.  The first week we also informed Ms.O****** that we did not receive the island overhang in the kitchen. She said she would talk to her General Contractor. We have heard no word about this after making the report.  Item has been completed. 

  15.  Another act of retribution or neglect - we received no information about the propane company that serviced our propane. We ran out of propane just before a storm. Gemcraft had the tanks delivered with less than 10 percent propane, then used the propane during the final stages of construction, leaving us with close to nothing. They neglected to inform the company of the closing date of the house so we could receive the appropriate delivery.  No action.

  16.  Gemcraft sprayed paint over doors, attic entries, etc. so that large peels of paint now exist.  Gemcraft must inspect to verify areas that need to be address.

  17.  Paint is sprayed on the carpet throughout.  Gemcraft must inspect to verify areas that need to be address .

  18.  There are hacks and chips in window sills and doorways, revealing bare wood. There is sharp chipped cement in the garage, with globs of risen cement dripped over the top of the garage causing tripping.  Gemcraft must inspect to verify areas that need to be address

  19.  There are light sockets with open holes in the drywall. Gemcraft must inspect to verify areas that need to be address.

  20.  There are incomplete panels on the first floor covered with plastic.  No action these are required access panels

  21.  Gemcraft left open rafters around the attic HVAC, inhibiting access to the unit and causing a fall hazard. They also did not supply any form of retractable stairs to access the unit.  No action. Fold-down stairs are not required.

  22.  Gemcraft installed doors downstairs without any option for egress that would keep on from stepping into piles of clay and mud. A pad is not required.  Gemcraft will provide a paver block pad if desired by homeowner.

  23.  Lights flicker on and off in the house whenever a large appliance is used. Per the electricians, flickering lights are a result of a surge in the LED lightbulbs

  24.  The home was constructed within fifteen feet of 100 foot trees, which arched over the house from which very large broken branches hung, broken by Gemcraft excavations. Other trees were severely damaged by bulldozers digging out their roots, left with dangerous scars in the trees and dirt mounding against the root, which - as explained by the local tree service - would cause the health of the trees to rapidly deteriorate. We had to pay for them to be removed to safeguard the house and our welfare.  Non-actionable item

  25.  Gemcraft fired their real estate agent, *** ******, when he attempted to support us in our initial problems with Gemcrafts denial of a virtual appointment along with the other issues we had with Gemcraft during our initial complaint to the company.  Non-actionable item

*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. ↩