Complaints

This profile includes complaints for Crescent Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crescent Homes

  572 Savannah Hwy Charleston, SC 29407-7210

• 

  Crescent Homes

  1510 N Highway 17 Mt Pleasant, SC 29464-3307

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 30, 2022 I purchased a home from Crescent Flex Builders in Kiawah River Estates. Upon arriving home from the settlement I tried to park my car in my new garage at **** ******** ****** ***** and found that it did not fit in the garage. Upon measuring the distance from the garage door to the supporting post in the garage, I realized that the space was only 16 feet long. To be an adequate two car garage, the space needs to measure a minimum of 20 by 20 feet. I have repeatedly talked to Crescent homes to fix this issue. They refuse to do so saying that it is a two car garage. It is only a two car garage for compact very small cars and does not fit an average size car. I received the original building plans filed by Crescent to Charleston county and discovered that they did not build the garage as the plans required. The support posts they put in the garage are in the wrong place according to the permitted blue prints of the county, thus two cars do not fit in the garage. I have had no satisfactory answer from the builders and they will not meet with me to discuss this issue. On the plans the posts are supposed to be 20 feet from the garage door and the garage door is to be 16 feet 7 inches. The garage door is only 16 feet and not what was stated in the approved building plans

  Business Response

  Date: 03/27/2023

  Crescent Homes is aware of our customer's request to alter the garage parking at her home on **** ******** ****** *****. We have made 2 site visits with our customer post closing to asses & address the issue.  The home was completed when it was purchased. Closing on the home after ample time to conduct due diligence as well as view the garage, constitutes acceptance of the home in its entirety.  The home was built as designed, matches the structural engineered plans and it does have a two-car garage. The average size car is 14.7' in length and 5.8' in width. 
  
  Crescent Homes is willing to work with our customer to alleviate the issue, understanding she would like a larger area to park vehicles, by offering to adjust one of the foundation columns as we have described in past conversations. Crescent Homes will not pay for alteration of the garage structure as it is currently a 2-car garage and is not a warrantable item but are willing to do this at our cost.  We have requested multiple times for our customer to advise on how she would like to proceed.

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my new construction home from Crescent Homes June 2021 and the builder for Crescent Homes explained to me to wait until a couple months before my 1 year anniversary to file with the Warranty so that the company could fix the issues that normally happen when the house "settles". Well in May of 2022, I reached out and the Warranty company to fixe the issues. By August of 2022, more "settle issues" happened and the same exact parts of the house that the warranty co. fixed, broke again. I reached out that company and they advised me to reach out to Crescent Homes since it was past my 1 year anniversary. Since September of 2022, I've been trying to contact them and they keep giving me the run-around. They either refer me back to the Warranty company or tell me to call the "corporate office" and when I do, NO ONE answers the phone and ALL voicemail boxes are full so I can't leave a voicemail. I reached out via email about three weeks ago and then someone from the Warranty company called me saying Crescent Homes called them about my complaint and they couldn't do anything since it's been over a year. Once again, there goes Crescent Homes pawning me off instead of speaking DIRECTLY with me to fix the problem. Everyone keeps telling me that home builders like Crescent Homes have their own Builder Warranty for issues like this so why are they avoiding me? They quickly build up these homes with CHEAP material and then run away and hide when the house starts falling apart after 14 months!! I did not spend this kind of money on a new-construction house just to have it fall apart in 14 months!!

  Business Response

  Date: 02/28/2023

  Homeowner submitted 1 year service warranty, all items were corrected and signed off. “Settlement” of homes are normal and continue to happen throughout the life of a home. Under SC Construction standards Crescent Homes fulfilled the 1 year warranty for cosmetic items. The temperature changes between summer/winter or air-conditioning and heating can contribute to wood expanding and contracting leading to drywall cracks (usually in corners and near exterior walls). This is normal for all wood framed homes. While the wood of the framing moves due to thermal changes the metal sheetrock screws and sheetrock do not move the same causing cracks.
  
  Crescent Homes has met all requirements above and beyond SC construction standards for cosmetic warranty repairs. 

  Customer Answer

  Date: 02/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: if this is known then why do you only give a 1 year warranty with another company? Also, 2-10 Warranty told me to reach out to you because you have a 10 year warranty for issues like this that 2-10 Warranty does not do. I keep trying to reach someone regarding the Builder Warranty that Crescent Homes offers and not 2-10 Warranty, but no one is answering my calls or directing me to the right place. 
  
  Sincerely,
  
  Grace U****

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Crescent builders built our home. Failed to complete cosmetic repair work at final walkthrough before closing. Painters caused damage to interior of home. Closing was delayed past contract and crescent took no responsibility. Now we are at our one year warranty mark with multiple issues. Several contractors were scheduled to be here for repair work and 4/6 no showed. The response of the builder is that they will reschedule. They are still using the same painting company that left work unfinished and caused damage. This company is known to them to no show but they have told me they will not get a new vendor because they have back charge credit with this painter. I am out a days work, child and pet care expense for this day scheduled for warranty work to be completed with no resolve. In addition the concrete curbs were left damaged throughout the neighborhood, the hoa was left under funded by the developer, and crescent takes no responsibility to repair the streets and curbs they damaged.

  Business Response

  Date: 02/27/2023

  Having spoken with Ms. **** this morning she has been made aware that we cannot reimburse her should she use an alternate contractor. She was fine with the schedule that was previously made with her and has added another 6 items to be addressed.
  
  Tovar concrete. Rip up and replace curbing at the end of driveway. 2/24. In progress as I am typing this response. COMPLETE
  
  Piedmont Plumbers.  Addressing the lack of hot water in the Owners Suite tub.  3/6
  
  Builders wholesale flooring. Addressing normal gapping of lvt flooring. 3/6
      Added to original WO:
        subfloor seams under carpet on 2nd floor
        grout cracks in master bath
  
  Builders First Source. Replacing the 6 damaged stair treads. 3/6
  
  Alpha Omega. Addressing exterior knee wall leak. 3/1 
  
  Added to this schedule:
      Can lights in hall way (3) aren’t working
      Draft at kitchen outlets
      Draft at baseboards Master BR
      Draft at baseboards MBR WIC
  
  Southend siding. Replacing damaged wood soffit from knee wall leak. Also removing siding and trim from knee wall, so I can wrap with Ice and Water Shield. 3/1
  
  Valman Solutions Painting. Address all the one year cosmetic issues. Will need to get the stain crew in on another day to stain and urethane stair treads. H/O is aware of this process.  3/31. 

  Customer Answer

  Date: 03/06/2023

  
  Complaint: 19441021
  
  I am rejecting this response because:

  I am awaiting actual completion of the work. Due to the history of not completing work as scheduled or in a quality manner. For example, I am told the LVP work is awaiting material and is not scheduled now despite being told previously it was scheduled without mention of that being dependent on materials. The roof water test identified the problem, but now there is a hole in my soffit and I am awaiting the actual repair work to be scheduled. A neighbors house of the same model had this same problem and repairs were made before my house was even built…. Yet crescent still proceeded to build my house in the same design that had known issues. I still would warn future  buyers against purchasing a Crescent home, and would never purchase another crescent home myself. For now, I look forward to the repairs being completed and hope that further issues do not arise due to the poor workmanship. 
  
  Sincerely,
  L***** ****s

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went under contract at the ********* ***** community in Spring Hill TN December of 2021, after months of being promised a released contract. We were given an anticipated closing of June 2022. After months of delays and a suggested 90 rate lock with Crescent’s “preferred” lender, we were told we would finally be able to close in October 2022. Two weeks prior to closing, Crescent contacted us to let us know they were invoking their contract clause because there was an “increase in materials costs” of over 50k. We were told we would have to pay an additional 50k or walk away from the house we were over a year into building. This home was a partial spec so the lumber costs were estimated and paid for up front, and the home was fully framed by March of 2022. We obtained legal representation when Crescent refused to provide proof of said material cost increases. Their legal representation sent us a breakdown of what their costs were, but no receipts or vendor POs would be provided without legal order. Crescent homes claimed that over 26k in increases was from framing alone. Framing that was completed in March of 2022, yet no correspondence or updates were given to let us know they were already way over budget by 26k. That’s either incredibly unethical deceptive business practice, or outright fraud without receipts/POs to account for the increased price. Per legal we were told that if we sued for breach of contract Crescent would likely be forced to provide the receipts by the judge, but we would lose our rate lock and our home, and be forced to start over from scratch after a year of building, with a much higher interest rate. Crescent homes at best knowingly withheld their being way over budget until they knew the buyer wouldn’t be able to get a favorable interest rate if they dropped out of the contract, and waited until they knew the buyers wouldn’t have enough time to take it before a judge to compel proof of price increases. At worst this is extortion.

  Business Response

  Date: 02/01/2023

  Crescent Homes prides themselves on setting proper expectations with all buyers. We also regret that 2021-2022 presented issues that made it difficult to set expectations at all. Crescent Home’s sales agent and project managers gave weekly/bi-weekly updates to keep everyone in the loop during this time. Due to supply chain and labor shortages Crescent Homes ran into unprecedented delays along with substantial increases in building materials that we just could not carry ourselves. Crescent Homes had to enact the escalation clause, (paragraph 42) in the home purchase agreement to purchasers due to excessive costs that came with the supply and demand issues. The escalation clause had two options. 1) to move forward with the increase caused from escalating material or 2) to cancel the purchase and have all monies returned promptly. These options were given to the Connolly’s as soon as their house costs were reconciled.  Per section 35, paragraph F in the HPA,  Purchasers understood that they were buying a completed house and they were not hiring Crescent Homes as a general contractor. Our vendor and trade partner relationships are confidential and we will not share their quotes or invoices. Crescent Homes understands the frustrations with building in an extraordinary market. In no way did we intend to use the escalation clause but had it in place for circumstances like the one that the pandemic brought to our market.  It is our hope that the Connolly’s create many happy memories in their new home. We are super proud of ********* ***** and know it is a great place to live. 

  Business Response

  Date: 02/03/2023

  While in ordinary times Crescent Homes and other builders are able to require significant advance notice on price increases, this was not the case in 2021/2022.  Prices changed rapidly with little if any notice and sourcing many materials at any price was very difficult both for builders and for the vendors directly supplying builders.  This issue was widely publicized and affected many industries. 
  
  We understand the frustration with the timing of the notice of the escalation.  We are hopeful to never encounter conditions such as they existed in 2021 and 2022 again but if we do Crescent will certainly incorporate this feedback to improve the process.  

  Customer Answer

  Date: 02/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Again, Crescent homes is unwilling to provide evidence of such material increases to the price of our build. No purchase orders or receipts were provided to verify/justify a 50k increase two weeks prior to closing, yet Crescent Homes continues to assign “blame” to vendor pricing and availability. -Pricing and availability that they themselves are not willing to disclose. These are not honest or ethical business practices. Potential customers should be aware and beware.

  Prospective buyers have a right to know in a timely matter “if, when, and for what” Crescent Homes wants material cost increases on buyer contracts. Even more so when those increases could be cause for legal dispute as this one so clearly is. 

  Buyers have a right to know what they are being charged for.  Especially when there have been numerous failures and mistakes during the process of their builds where cost increases would/should be Crescent Homes’ responsibility. Crescent purposefully ignored the portion of our above complaint pointing out that we were possibly charged a great deal more in costs due to Crescent Homes’ representative not reading the blue print on our master bath properly, thus requiring Crescent Homes to have to knock out a wall and redo plumbing work, amongst other issues. Those problems added up, and cost increases due to Crescent Homes’ contractors/vendors not being competent should be refunded to the buyer. 

  
  ****** ********

• Initial Complaint

  Date:01/09/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stay far away from Crescent Homes. The entire experience with them has been a nightmare. Signed the contract four months ago and there has been little to no communication during that time and little to no visible progress whatsoever. They claimed it was due to permits which would be fine if it were the entire truth. 1. Per the city permits office, they placed a stop work order on the entire development last month due to an impending court date they have with Crescent as a result of a number of violations: Open Space Improvement Damage with Infrastructure, Trees removed without applying for the proper permits, zoning violations, and more. The city stated these violations affect the entire development and permits will not be given out until these issues are resolved which they said could take several months. 2. Crescent also claimed they submitted my permit documents on 10/26. Then they changed their mind and told me that they did it on 10/28. Meanwhile, the city told me they didn’t actually do it until 11/16. 3. They continue to build on other lots despite being under a stop work order with the city. 4. When I expressed my concerns, they lied and said they were getting permits for some lots soon even though that was the opposite of what the permit office said. They have provided no proof at all to back this claim up. There has been only ONE lot in the entire development with any visible progress on it. Because of these issues and the dishonesty and greed of the builder, we contacted them to terminate our contract and refund our deposit so we can move on and they refuse. Please do not make the same mistake and avoid Crescent at all costs.

  Business Response

  Date: 01/09/2023

  The referenced property was on hold with the city due to circumstances un-related to the lot in question. Crescent Homes was notified on 1/5 that the City will release the lot in question from permitting to construction. We are hopeful this issue has been resolved. 

  Customer Answer

  Date: 01/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: we have not been provided any backup to support this claim.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/13/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Crescent Homes is the "Board" of our HOA at Covington at Park West. The HOA is managed by Erin Ryan Portfolio Community Association Manager Associa Carolinas? E-mail: [email protected] Associa® – Delivering unsurpassed management and lifestyle services to communities worldwide. The issues are: 1. That we have outstanding items that need to be completed in this neighborhood (and approved by Crescent at the last HOA meeting 11/2021). We were told that they are now not going to complete that list. 2. We have no financial information in over a year from the HOA - constant mailing says "working on the budget..." 3. We do not have a list of names of individuals on the Board (from Crescent) - they will not provide any contact info. at all. 4. They will not allow homeowner representation to the HOA. 5. They have not held a public HOA meeting since last year in November, 2021. We want a public meeting. We want transparency, issues addressed, and homeowner representation with the HOA. Crescent Homebuilders has the most unethical leadership (Ted Terry) and business practices of any organization we've encountered.

  Business Response

  Date: 12/14/2022

  Crescent Homes is not the developer and/or the HOA for Park West Covington. This complaint should be directed towards the management company.

  Customer Answer

  Date: 12/14/2022

  I am rejecting this response because: this is a lie, Crescent Homes dictates to the  management company what can and cannot be done in the neighborhood. They have not released the neighborhood to the homeowners. If you contact the management company (Associa) they will tell us that they have to check with the "Board."  The Board is everyone on Crescent's management team and they do not communicate with us at all. Again, Crescent's true unethical business practices comes shining through.
  
  Sincerely,
  **** ****

  Business Response

  Date: 12/19/2022

  The developer, which is not Crescent Homes, set up Associa to run this HOA. Crescent Homes is simply the builder in this portion of the neighborhood. This homeowner will need to get with the management company to get the developer information so this complaint can be filed against the correct entity.

• Initial Complaint

  Date:12/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a house from the builder and closed on June 25, 2021. We had many problems with the builder throughout the build, the close and post close. They are not truthful. They do not respond. Our most recent issue is with regard to the completion of a lengthy punch list for our one-year warranty issues found during the first year. Crescent representatives we were dealing with were separated from employment and no one informed us or contacted us in their absence to continue with the issue resolution. There is no continuity and it is difficult to determine who has authority and how to escalate. We have been working with three different people since June 2022 to get these issues resolved. We have to start all over again with lengthy documentation and discussions as a result of the lack of hand off. We do not get emails returned. No one will provide phone numbers. We have outstanding issues on our list provided to the Builder. They are non-responsive. They do not address issues. The last person who was managing our list is now gone as well. I've contacted his manager to resolve these issues. We still do not have resolution. They have bullied me, they are unprofessional, they do not respond, they are not truthful. I am attaching one of many, many email exchanges I have with them. I have multiple documents to provide, if needed. One issue to be included that is not outlined in my latest email in this exchange is related to our roof not being installed to code according to our inspector. We will take up that matter with the town of Mount Pleasant SC along with your intervention. Thanks for your support.

  Business Response

  Date: 12/12/2022

  Crescent Homes stands by its product and its warranty. The warranty provided to the homeowner specifies that chips, scratches, dents, or other defects to finish materials are not covered by the warranty unless they are identified prior to closing. This is because these types of issues may arise through normal wear and tear. Any such items found before move-in are covered, however, some of the items that this homeowner found, were after closing. Crescent Homes aims to continue a positive relationship with our homeowners, so we sent our trades in to address these additional items for her numerous times. Unfortunately, along the way, Crescent Homes did lose several Project Manager’s so this warranty has taken longer than anticipated. Everyone is aware of the shortages in the workforce. While this is not an excuse, this does affect getting everything serviced in a timely manner. Our Division Construction Manager & Operations Manager have been on numerous emails to this homeowner in which their cell phone numbers are tagged in, so we feel this accusation is a little misleading. Our Division Warranty Manager has also been on emails to this homeowner and is in contact with her to schedule. We have documentation that there are less than a handful of items left, 1 of which is a door on order. We are and always have been willing to correct those items that are legitimate and that are still within the applicable warranty and submitted to 2-10.

  Business Response

  Date: 12/16/2022

  Crescent Homes does have an appointment with the homeowner to follow up on her complaint today at 1p.

  Customer Answer

  Date: 12/17/2022

  I am rejecting this response because:

  While Crescent managers did meet with me on Friday, 12/16, we still have a few open items that need to be resolved. We are in communication, but these issues must be resolved to our satisfaction. 
  
  Sincerely,
  ******** ******

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently purchased a new home in one of Crescent Homes new communities in Hollywood, SC. Up until we signed our purchase contract on 31 Dec 21, we were told that Crescent had contacted Comcast (Xfinity) to establish agreements to install the required infrastructure for the community and that service would be available before anyone moved into the community. We continued to question and ask for updates on a regular basis (to include our weekly construction progress updates with Crescent). As we move closer to the closing date and Crescent knowing that I would be moving from Virginia to SC with a fully remote position with the US State Dept, I stressed that I had to have connectivity and then the comments changed to...we're doing all we can! One of the new managers admitted he had no clue about this issue until late Aug and has made a few calls to Comcast, but to date, still excuses from Crescent and no word when Comcast will start work on getting the infrastructure laid in the community. There is plenty of blame to be shared between Crescent and Comcast, but Crescent obviously did not do the proper coordination to get things arranged and laid out before one home was started to be built. I am so sick of the excuses from Crescent and would just like to know when I can expect some internet to our home?

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/11) */ It is correct that the community does not yet have cable/internet service. We at Crescent Homes agree, it is a major inconvenience. We have provided our customer a long thread of emails showing that Crescent Homes was (and remains) in contact with Comcast/Xfinity for months. Comcast/Xfinity has given several inaccurate dates as to when we could expect installation of cable. To date, they tell us, they are working on it. Crescent Homes does not install cable, Comcast/Xfinity does. Crescent Homes has no say in when or how this installation will occur but we continue to contact their representatives in hopes of getting them to move faster. As a result of the situation, Crescent Homes provided this home owner a $250 gift card to offset the cost he had to incur in buying a Jet pack or similar device of his choice so that he may have internet service. We have provided this homeowner with the contact information to our representatives at Comcast/Xfinity as the true issue lies with them. We cannot install cable for Comcast. We sincerely hope that installation of cable will happen soon. Consumer Response /* (3000, 7, 2022/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) As Crescent responded back, they did reimburse us for a temp solution, but what I want folks to know is that Crescent must not had done their due diligence to ensure all that was required to have the service installed was in place before ever building one home. We were promised on many occasions that everything was in place to ensure that no resident would move-in before service was installed. The point that Crescent doesn't lay fiber optic lines is true, but this complaint is in regards to the lack of forethought on Crescent's part to ensure all was in-line so none of this happened. We were told that it wasn't till Aug of this year that leadership started tracking this issue, when we knew it was a problem back in Dec21.

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We closed on our new build in June of 2021. The building process was a huge disappointment due to lack of communication and oversight of the sub-contractors by the site supervisors. We literally had out final walk-through one hour before we were scheduled to close, and the site supervisor was 40 minutes late to that. We had 4 different site supervisors during our building process. When we got to our 1-year anniversary for warranty work, we submitted our walk-through punch list. This included a crack in the master tub. The tub was cracked by the paint subs standing in and, on the tub, when paining the bathroom. Crescent sent a tech to repair the tub. It was obvious to the tech that the tub had been previously cracked and repaired prior to our closing. That second repair lasted about 3 weeks before cracking again. Crescent warranty sent another tech that took pictures and stated it appeared to be a manufacturing defect in the tub and he was going to let his boss know. I also notified the Crescent Warranty Rep of the techs findings and told him the tub needed to be replaced. One week later I received a text from the Warranty Rep that the decision had been made to repair the damage on the tub for the third time. I let him know that this was not acceptable. Every time the repair is done the spot is obvious due to the flat hazy finish while the rest of the tub is glossy. The crack is too close to the edge of the tub and any pressure cracks the repairs. My wife has not even been able to use the tub. I told the Warranty Rep that I would have to speak to my attorney to determine what other recourse we have to get the tub replaced. The tub is as thin as an eggshell in that spot. The damage is now about 5 inches long with a hole on each end of the crack. (pictures attached) We have tolerated a few shoddy areas not being redone, such as uneven tile floors and irregular grout lines in the master shower. We cannot tolerate a defective master tub.

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 8, 2022/11/10) */ Crescent stands with the frustrations that this homeowner is expressing in the complaint. Crescent informed the plumbing company, whom installed the tub, to submit a request to the manufacturer to come out and evaluate the tub. At this time, the manufacturer has the homeowner's contact information and will be contacting them directly to schedule this evaluation. The area manager is also in contact with the plumber daily to ensure that this complain gets handled in a timely manner.

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home from Crescent Homes in October 2021. This home came with a one year warranty. I have entered items, through the Crescent Homes portal, that needed to be corrected. These items have not been corrected, even though the Warranty Manager has set up dates where no one has shown (see attached emails). I have dealt with three different Warranty Managers to date. The current Warranty Manager has stated he will do certain warranty work himself which isn't acceptable(paint splatters & insulating the gas line). The Warranty Manager has continuously hired contractors that do not finish the job or leave behind a mess. My mother has stayed home three different days and no contractors showed and no correspondence from the Warranty Manager (see attached timeline. I am active duty Air Force, I drive two hours each way to work, and can not take off time to be at my home. I am constantly having to reach out to the Warranty Manager without results. I understand my neighbors are dealing with similar issues and I've personally seen them take time from work and no one show up. I work extremely hard to afford this home and it's very hard to come home daily and see the condition it is in. We currently have the floor splitting, exterior areas(back/upper porches) molding due to interior paint applied, numerous splits in door/molding/caulk areas, interior drywall showing through the paint, fireplace gas line incorrectly insulated, driveway crumbling in numerous areas, marble on fireplace not cut to size, exterior paint splashes on front/back porches/concrete and more.

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 12, 2022/10/13) */ Crescent Homes' is engaged with this customer to address any warrantable items that meet the warranty standards and/ or SC Construction standards. We will continue to honor the warranty and standards within the warranty period. The customer has been communicated with and is aware of the standards and warranty process. We anticipate having resolution on any applicable items within the next 2 weeks. Consumer Response /* (3000, 14, 2022/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Warranty Manager, Supervisor and contractors were scheduled to be at my house at 8:15 am on October 18th. It is now 9:00 am and no one has shown, called, texted, or emailed. This is now the 5th time my mother has stayed at the house or I have taken time off of work. I expect to be compensated for the time my mother and I have spent waiting, after the Warranty Managers choose the dates. We have met numerous times with the Warranty Manager & Supervisor even though one meeting should have been sufficient. I have spent numerous hours, after work in the military, dealing with this issue. It is shameful that Crescent Homes treats their customers this way. Business Response /* (4000, 26, 2022/11/07) */ ***Document Attached*** This customers complaint is not without merit, as our ability to conduct timely actions during this time has been greatly hampered. Like all builders, the construction portion of the home build is conducted through subcontracting companies who specialize in each trade. Those companies are dealing with a faltering labor force. These hardships are impacting our ability to control the timeliness of tasks which involve third party companies. We are confident that the customer's concerns have been resolved as of 10.28.22. Consumer Response /* (2000, 28, 2022/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) It's extremely disappointing that it took filing a BBB complaint to get these issues resolved and that a member of Crescent Homes Supervisory team attempted to lie to my mother's face(he was called out by another team member). I hope this complaint is made public so people are warned before purchasing a Crescent Home. I've never worked with such dishonest people, down to their last statement that this was about materials and manpower. It came down to Crescent hiring the cheapest subcontractors to do work and then having to get said work redone numerous times. They bet on the customers getting tired and giving up. I have many neighbors dealing with similar, if not worse, issues.