ComplaintsforEnchanted Homes

• Initial Complaint

  03/28/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Enchanted Construction built our house in 2017. The punch list was never fully completed and we were advised to work the issues out through the warranty department which required contractors to come sporadically. Granite took over 4 years to be fixed. The biggest problem has been the roof. Shingles flew off multiple times and Enchanted said it was only covered for 1 year so we covered the cost of the repair. When we went to sell the house, we found out the shingles had been recalled - we were never notified of faulty materials by Enchanted. The shingle company said they would not cover the cost of a new roof because they could not find 4 shingles that were installed properly. Enchanted installed the roof improperly. When I contacted warranty, they repeated that the roof was only covered 1 year, even though this issue was present from the day the roof was installed. The roof was installed incorrectly at the time of the build with faulty materials and accept no responsibility for their craftsmanship.

  Customer response

  04/16/2023

  
  
  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as long as it occurs as stated in the response. At this point (4/16/23) the roof has not been replaced and I do not have documentation from the shingle manufacturer that they are taking responsibility. The contract on the house has been updated to delay one month for the roof to be replaced and we'll remain optimistic that this will occur in a timely manner.
  
  Regards,
  
  ****** ********

  

  Business response

  04/17/2023

  BBB Response *** *** ******* Rd.

   

  I am writing in reply to your inquiry dated April 5, 2023, concerning the homeowner above. Enchanted was contacted by the outside realtor for the shingle installation on this home stating the shingles were installed improperly. Enchanted has gotten in touch with the manufacturing representative and (***, the shingle manufacturer) has agreed to take full responsibility for the shingles on this roof and has informed Enchanted and the homeowner that they will be replacing this roof at no cost to the homeowner.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Builder was negligent in landscaping of the yard and swales in 3 homes around. Builder refuses to acknowledge and accept any faults his company did in proper stormwater draining of water thru my property. ECS refused to provide letters of who is responsible in denying claim and says we have no issues after I have been told by spartanburg county engineers they are a fault for faulty stormwater drainage.

  

  Business response

  05/25/2022

  BBB Response *** ****** ***** Drive:
  
  I am writing in reply to your inquiry dated May 25, 2022, concerning the above homeowner.  We attempt to satisfy all homeowners and remain ready, willing and able to repair any legitimate warranty item this homeowner’s residence.  In this particular case, we have attempted to explain to the homeowner that the drainage swales are functioning as designed. The swales are designed to flow water away from the home as they are doing, this lot and neighbor’s property flows into the same swales which are within the common area setback limitations, however the homeowner has maintained a different opinion.
  
  In connection with the purchase of the home, the homeowner received a 10-year Limited Warranty Agreement issued by ******* ******** Warranty Corporation.  If the homeowner believes that there are items subject to the warranty, which have not been corrected, they can contact ******* ******** Warranty Corporation since the warranty provided has a very specific Complaint Resolution Mechanism, which the homeowner agreed to utilize.  Therefore, I do not know why your department is involved in this matter since the homeowner has recourse under the Dispute Resolution Provisions contained in the Limited Warranty Agreement.
  

  Customer response

  05/25/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  I have asked for specific information on who has denied the claim warranty department denied giving such info. The lot was landscape incorrectly for water to flow to swales ruts have already started simple sand will not correct the issue let's have a meeting with all parties and address the failures by ECS .The quality building department warranty refuses to discuss matter further.
  
  Regards,
  
  
  **** ********

  Customer response

  06/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I read that  ECS is committed to resolve such disputes is such a falsehood. They hide behind emails and denial game. 
   I submitted this complaint due to the fact that Enchanted home warranty department continues to play an email game of I don’t want to deal with your problem. They continue to deny make excuses and say that I have recourse in this matter through an email I have spoken to the professionals and Spartanburg county officials in Stormwater engineering and have stated that in Enchanted is negligent in this matter. I have asked in a direct email who enchanted is denying my requests to correct this matter. Enchanted response we can’t help you. Quote ‘we are sorry but we can’t help you, ‘ Again I asked three times who is the person responsible. They hide behind an email. I would like a name of such person. Am I talking to a robot? Once we get past this stage then we can start to have a conversation about what is the proper steps that need to be taken Next. I believe I am owned that right of a persons or person of the email own it and respond. 

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

  

  Business response

  06/06/2022

  I am writing in reply to your inquiry dated May 26, 2022 concerning the above
  homeowner. As previously explained, Enchanted attempt to satisfy all homeowners and
  remain ready, willing and able to repair any legitimate warranty items located at this
  homeowner’s residence. If the homeowner believes that there are items subject to the
  warranty, which have not been corrected, they can contact ******* ******** Warranty
  Corporation since the warranty provided has a very specific Complaint Resolution
  Mechanism, which the homeowner agreed to utilize.
  
  ***’s contact information is:
  
  ******* ******** Warranty Corp.
  **** ****** St., Suite ***
  **** ****, PA 17011
  **************************
  *** *** ****
  
  At this time, we are requesting that you close your file because the homeowner has
  recourse under the Dispute Resolution Provisions contained in the Limited Warranty
  Agreement.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the 3+ year old "model home" in ******* ***** subdivision in Greer. I was told by Jared M******, salesman for the builder that everything would be honored/warranted as if I was buying it brand new. Upon discovering the crack that extends clear across the driveway and discovering that MY DRIVEWAY IS THE ONLY ONE OF APPROX. 145 homes here that has that problem, I contacted ENCHANTED HOMES. Jesse C******* contacted me on behalf of management and says it's not within their standards for repair. They are offering to seal it with the warning that sealing it looks worse than the crack. That is NOT ACCEPTABLE and very disappointing to me considering the price I paid for the home. The crack has been there since at least March of 2018.... The fact that no one else's driveway has cracked makes me think there is reason for mine being the only one! LW

  

  Business response

  11/24/2021

  BBB Response *** ********** Rd.

  We are responding to the BBB claim you have placed, about the driveway on November 16^th, 2021. When you closed on the home in November of 2020, you were told that Enchanted would repair all punch list items. The items that are on the punch list for Enchanted to repair did not include a concrete crack. Enchanted’s Warranty Manager, Jesse, came out and looked at the crack in the driveway, it is currently within SC Residential Construction standards. Jesse recommended sealing the crack with a sealer to prevent water and insect intrusion, with the caution that the sealer color would stand out more than the crack itself. If the concrete crack exceeds SC Residential Standards, we can address it then, but for now, all we can do is seal it with a sealer.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  12/05/2021 Enchanted builders built my home. Their worker painted in red the word vinyl on the concrete slab in the kitchen both bathrooms, laundry room and the hallway leading from the front door. The red paint has seeped thru the vinyl and the painted word vinyl is now visible in the above mentioned rooms. I have contacted Enchanted Builders to advise of this situation. Their response was the vinyl is not under warranty. I explained I am not questioning a warranty but rather their workers error in painting the concrete. I asked Enchanted to resolve the issue with a correction and a new vinyl installed. I have had no further response from Enchanted. I asked other home owners during our HOA meeting in our sub-division about this situation and their is another home owner with this same issue. I would like Enchanted Builders to take responsibility for their workers error. I would like them to correct the painting on the concrete and install new vinyl.

  

  Business response

  10/29/2021

  BBB Response *** ****** ******* Ln:

  After further review, it has been determined that even though the home is no longer covered under the 1-year builder’s warranty, the flooring issue will be repaired. This repair will require removing the defective/damaged floors and replacing it with like flooring. The warranty department will be in touch to discuss the details. 

  Customer response

  11/04/2021

  Good Morning BBB

  
  

  Re: Complaint #********- Enchanted Homes

  
  

  
  

  I apologize for not responding to the resolution of my complaint.  But below your emails to me it said do not respond and case closed!

  I wanted to respond and thank the BBB for your assistance and the speedy resolution from Enchanted Builders.  

  
  

  Thank you to the Better Business Bureau for your excellent service with my complaint.   Enchanted Builders contacted me immediately. I was able to go to their show room to choose new vinyl for my kitchen, two bathrooms, laundry room and foyer. 

  
  

  The new vinyl will be installed on November 22, 2021. I am more than happy with the outcome to my complaint and the BBB work in assisting my home vinyl issue.

  
  

  Very Satisfied with the Better Business Bureau  and the resolution from Enchanted Builders

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apr 2021 closed on home. Home had grading issues and lot had not been hydroseeded as promised. Apr 10, 2021, lot inundated with storm water from adjoining property. Builder continued to ignore pleas to correct problem until county inspector contacted. Builder finally responds beginning of May 2021. Sent landscapers to redirect storm water. Despite homeowner saying stop, landscapers dug a3ft wide x 2ft deep trench in the middle of yard from front to back of property. Hours later, builder responds and directs landscapers to fill ditch. Extensive damage, poor correction, grass destroyed. Still no hydroseeding. Next plan is to divert water via berm between this property and one above, through pipe placed under driveway and daylighted at drive. June 10, solution caused flooding, water in garage, extensive damage to sod and yard, damage to driveway. Builder refuses to repair damage to driveway and yard caused by their workers.

  

  Business response

  08/31/2021

  BBB Response **** ***** Road:

   

  We are writing in reply to your inquiry dated August 24, 2021, concerning the above homeowner.  We attempt to satisfy all homeowners and remain ready, willing and able to repair any legitimate warranty item at Ms. ******* residence.  In this particular case, we are working with a storm water engineer finalize a plan to resolve the drainage issue for the homeowner. This information has been submitted to the engineer for review and approval and we expect to have a response as to those plans within the next week or so. Once approval is received we will follow up with the homeowner to complete the necessary repairs at her home. We remain ready, willing and able to effectuate the repair of any legitimate warranty item, however the homeowner has maintained an unrealistic position with regards to the remaining issues with her yard.

  In connection with the purchase of the home, the homeowner received a 10-year Limited Warranty Agreement issued by ******* ******** Warranty Corporation.  If the homeowner believes that there are items subject to the warranty, which have not been corrected, they can contact ******* ******** Warranty Corporation since the warranty provided has a very specific Complaint Resolution Mechanism, which the homeowner agreed to utilize.  Therefore, I do not know why your department is involved in this matter since the homeowner has recourse under the Dispute Resolution Provisions contained in the Limited Warranty Agreement. 

   

   

  Customer response

  09/02/2021

  I am attaching a copy of the "to do" list that was established at the final walk-through of the home we purchased from Enchanted Homes. Item 6 stated that Enchanted would be reseeding the yard. This was never done. The only seeding done was a very light covering on the area of the yard that the landscapers damaged during their attempt to correct the grading. The damage occurred AFTER we told them to cease working and that they were doing what had been previously agreed to with the landscaping supervisor, Jeff.

  
  

  We have been waiting since we purchased our home on April 7, 2021 for the grading to be corrected. Enchanted Homes refused to respond to our concerns about the grading until we contacted the county inspector. They attempted twice to correct the grading (using the same staff). Each time, the problem became worse and caused more damage to my yard and driveway. Their final "correction" flooded my garage. Since that time (June 7, 2021) we have been hearing about this plan...with no action. They have stated that they WILL NOT be repairing the damage they caused to our yard nor correcting the grading inside the yard (partially caused by storm water from their incorrect grading and partially by inexperienced staff).
  

  
  

  This week they attempted to have us sign a statement about what they were going to do. We refused. This is their responsibility, there is no need for us to sign their plan nor take responsibility for their plan. We communicated with Jesse C******* (Warranty Manager) this morning and he went back and forth between stating that the materials for the work have been ordered and that they were still talking trying to decide what they were going to do. The other property owner involved in this spoke with Jesse C******* yesterday and was told that Enchanted was not proceeding with the work on our property. As you see, we continue to get the run around.

  
  

  As for the warranty, we have contacted the BBB for two reasons: 1. We believe that all companies should act with honesty and integrity, taking pride in their workmanship, and treating customers with dignity and respect; 2. We believe that the BBB process can be a path to resolution; and, 3. We believe that other homeowners should know that they are not alone in dealing with these very same issues with Enchanted Homes and potential customers should be aware of the actions of this company.

  
  

  We notice that on each of their responses to complaints, they question why the customer is using the BBB process instead of going through Dispute Resolution. Perhaps their focus should be on developing integrity.

  
  

  To reiterate, we want Enchanted Homes to correct the grading and drainage on our property, we want them to repair all damage in our yard caused by their staff and the faulty drainage (correct grading and sod the areas where their staff destroyed the grass growing from the seed we put down), and repair our driveway. The driveway has been extensively damaged: first, by Ben when he replaced the driveway culvert that collapsed one week after we closed on the house (at that time, he did not repair the 20ish feet of driveway where it was dug up); second, my Ben when he dug up another large section of driveway to put it in the pipe under our driveway to correct the grading/drainage (even when we expressed doubt that his plan would work). There are many areas where the driveway underlayment is coming through, the driveway is covered in trenches from stormwater flow as a result of the faulty grading, and the driveway is at least 4-6 inches lower than before Enchanted began their "corrections".
  

  
  

  ********* ** *******, LCMHC, National Certified Counselor

  

  Business response

  09/24/2021

  BBB Response **** ***** Road:

   

  I am writing in reply to your inquiry dated September 3, 2021 concerning the above homeowner.  As explained in our prior response, Enchanted remains ready, willing and able to repair any legitimate warranty item at Mrs. ******* residence.  Once repairs are finalized, if she believes any issue exceeds warranty standards, Mrs. ******* can invoke the Complaint and Claims Procedure under the Limited Warranty Agreement she received in connection with the purchase of the home.

*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. ↩