ComplaintsforCothran Homes

• Initial Complaint

  06/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am currently under contract to purchase a home with Cothran homes. WhileI love the home, I bought it based primarily on the plan listed on their website at www.cothranhomes.com. The plan that I purchased was the ******, all the pictures show hardware for the cabinets in both the kitchen and both bathrooms. However, I have now been informed that my unit and one other unit in the entire complex do not come with hardware for cabinets. This is not how they advertised the ****** plan on their website. This did not appear as an upgrade in the pictures. Nor is there an explanation as to why my unit is priced similarly or more than other units with the same. I would like the cabinet hardware that is displayed in all of the pictures that I based my decision on. In fact, when I walked through that particular unit prior to contract, the hardware was on the counter waiting to be installed. Happy to show you the pictures that they advertise with the ****** plan as I have downloaded them both prior to purchase and prior to closing. L just in case they change them based on this complaint.

  

  Business response

  06/09/2022

  BBB, 

  Cothran Homes makes homes available for preview and purchase when they are 98% complete and ready to close within 30 days.  As such, customers are not able to personalize or add items to a home. A complete breakdown of all upgraded items selected by Cothran homes  as well as the included feature items are provided prior to entering and ultimately included in a final purchase agreement and pricing.

  As the customer noted, some homes have optional decorative cabinet hardware added to the home, some do not.

  As the customer noted, they referenced pictures of another home used for marketing display that includes optional enhancements.

  Our representation of model homes in pictures include finish detail items for an addition charge in additional to items we do not offer that a homeowner can add after purchase.

  The customer hired and was represented by a Buyers Agent to advocate and advise for the purchaser's interest.  The home was shown with all items installed and a detailed pricing sheet of included items was shown prior to authorizing a purchase agreement.  The Buyer and the buyer's agent are given as much time as needed to ask any questions.  

  Attachment: Buyers agent question and answer regarding knobs:

  The Buyers Agent did inquire 2 week prior to settlement about cabinet hardware with a screenshot of a model home marketing example, The notes on this discussion are attached where in we confirmed no knobs has been ordered or included for the home.  

  Attachment: The Purchase Agreement and information regarding items in the home:

  Pg 6 - The difference between marketing materials/model showcase homes and actual homes are subject to optional enhancements ordered. 

  P22 - The order sheet for the home does not include cabinet hardware

  p28 - the home is completed as seen.

  p30 - Included feature sheet does not include knobs  (our included cabinets do not require knobs to operate them)

   

  We regret any miscommunication the customer may have experienced during the process but feel confident we did our best to provide value in the purchase of the home. 

   

  Please let me know I can assist further.

   

  Anthony K***

  President

  Cothran Homes

   

   

   

   

   

   

   

  Customer response

  06/10/2022

  I never received any information sheet about this property until one week before closing. Indeed, I never received anything regarding the specs until my “new home orientation.”  I never even received information on the local utilities companies I’d anything. Thus home was not even listed on Zillow or other sites with the specs until after I filed a complaint. As stated previously, the hardware was on the kitchen countertop when I viewed the home. In a million years, I wouldn’t imagine a nearly $300k townhome would come with unfinished cabinets. With my arthritis, the cabinets are very difficult to open without handles.  I never would have signed a contract if I knew that they were going to be that cheap.   Some of the workers told me that there were until two units in the entire development didn’t come with hardware and the checked and rechecked because they couldn’t believe it. Finally, when I looked at the available units - C, D, and E, I really, really wanted E due to the built in pet cubby. When told it was no longer available, I was told that it was exactly the same as the one I selected except for the pet cubby and colors. To this day, I’ve never received a price list.  Just finish the job. 

  

  Business response

  06/10/2022

  While the customer's home did not include the upgrade pricing for cabinet hardware, Cothran Homes is happy to provide service to the customer to have the optional hardware installed.  The customer may contact the Cothran Homes Sales representative to obtain an estimate.
  
  Anthony K***
  Cothran Homes. 

  Customer response

  06/26/2022

  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. 
  
  Regards,
  
  ****** *****

*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. ↩