Complaints

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:12/22/2022

  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.

  1.Improper drainage 2.Road repaved 3.Curbs 4.Lights 5.Dead trees 6.No Sidewalks As a homeowner of a new subdivision, ************************* Subdivision, we have serious concerns about issues we (all homeowners in the subdivision) .have incurred with our street and common areas that have not been completed as promised by sales personnel of Goodall Homes. We have recently been told by our Project Manager and management of Goodall that ************************* Drive, which was installed by Goodall, will not be repaved, curbs replaced and levelled upon completion of the last home in the subdivision at the end of this week as promised. The problem with the as built construction of street is that the elevation of the road is such that it is below the level of the storm drains. Because of this a significant amount of water collects in several places, and the road does not drain as it should. Also, other critical items promised at the sale of our property were not going to be completed by Goodall. In addition to the problem with the street, we were told that dead trees would be removed and replaced, and sidewalks would be installed as shown on site drawings. We were also told that there would be streetlights installed throughout the subdivision including along the lake access located at end of cull-du-sac. All these items were promised by Goodall, not the *********************** currently managed by **************************** Group with Goodall being the ***** of **********

  

  Business Response

  Date: 01/05/2023

  Thanks for sharing this concern with us. We have been made aware of this situation in the past few weeks and intend to send a letter to all homeowners in this community by January 20, 2023 with updates on the items mentioned. Thank you for your patience. 

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18612854
  
  I am rejecting this response because it is not definitive, nor does it provide any detail about when, how, or exactly what they are going to do to resolve the issues.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/25/2023

  Thank you for your inquiries.  Communication has been sent to you addressing all items mentioned in your BBB inquiry as well as timelines for completing community work.  Were sorry for your inconvenience,but were striving to complete all items according to the schedule in the communication sent via email.  Please feel free to reach back out to a company representative if you have additional questions.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18612854
  
  While i appreciate the response, the planned resolution and timeline, i am withholding my acceptance until after the repairs are complete.  Assuming everything goes according to plan i will be happy to accept this resolution at that time.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/19/2022

  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 are homeowners in the subdivision, *************************. It is a new subdivision with the last home being completed this month (December 2022). Upon purchase and moving into our home we were told that the outstanding items in the neighborhood common areas and the road would be finished subsequent to the last home being completed. It has recently come to our attention that the outstanding items, as listed below, will not be completed as promised. - Final paving of the neighborhood road - Replacement of curbs - Leveling of the road - Removal of dead trees in the common area - Working street lights as well as lighting installed down the walkway to the lake access area The above items were said to be completed by Goodall Homes in order to conclude our neighborhood, and we would like for that to be upheld. We are filing this formal complaint in hopes that these issues will be handled and resolved by January 31, 2023.Thank you,***** and *****************************

  

  Business Response

  Date: 12/22/2022

  Thanks for reaching out. We have spoken with the customer and shared our intentions based on their feedback. 

  Customer Answer

  Date: 01/04/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/19/2022

  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.

  I can honestly tell anyone looking to by a Goodall home not to buy it based on the warranty. It is now two years since we bought our home in ********* and they have not finished everything that they agreed to fix under warranty. I have called, begged and done everything they asked. Excuse Excuse.. Excuse. Now its a change in the manager over the warranty department that is keeping them from finishing. I am not alone with this issue in the ********* area. Do not buy these homes. No one cares at Goodall. *********************, the manager of warranty came out to inspect for the third time a month ago and promised he would personally oversee the warranty work. He acknowledged the delays and told me they would get back in touch in a week. Three weeks later he messages me and tells me he is no longer with warranty and repairs and they would call me. I have heard nothing. It is the same thing over and over. If you investigate, they will tell you we are reaching out and will fix it. I have heard that 10 times now. Then theres always an excuse.

  

  Business Response

  Date: 12/19/2022

  Thanks for reaching out regarding the concerns. We are committed to completing the warrantable items and intend to reach out to customer today to schedule next steps. I apologize for the delay and lack of communication during our recent staffing change. 

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18609498
  
  I am rejecting this response because:

  It has been 2 years they have made the same promise and will reach out but do nothing. I think after two years of promises that a further escalation of there response is necessary. I have already been promised by their warranty manager ********************* prior to his switch in job titles. I need the work completed. They have waited so long that one tile item in the bathroom is now discontinued. This is resulting in the replacement of the entire bathroom tile rather then the one faulty tile. It is absolutely irresponsible to not have warranty work completed within two years.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 12/22/2022

  We scheduled a meeting on Monday 12/19 for today 12/23 with customer. 

• Initial Complaint

  Date:12/13/2022

  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.

  Builder has failed to provide repairs to warranty items covered during first year of purchase despite multiple written requests prior to anniversary date (Sept 2022) . Builder also failed to send letter/documentation regarding warranty repair prior to 1 year anniversary date as stated in closing documents they provided. Builder has failed to provide planned resolution of items and has not responded to multiple email communications I have sent requesting an update/follow up of its status, Correspondence between myself and builder warranty reps for this issue dates June 2022 through Dec 12 2022.

  

  Business Response

  Date: 12/14/2022

  I spoke to ******************* this morning.  Rightfully she is frustrated with delays in getting repairs done and poor communication.  I assured her that we are committed to completing everything, but that things are difficult right now so it may be a bit bumpy.  I also committed to her that she would receive weekly communication from Goodall about the status of her repairs.

  Also, I notice that this came through the Middle ********* BBB; this home is in the **********, ** market.

  Customer Answer

  Date: 12/14/2022

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/13/2022

  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 bought a Goodall home 16 months ago and Im still waiting to get #Warranty issues fixed in the house. I was promised, by email, to get outside issues fixed and was now told that they will not do it. Weve been lied to, promises broken and thinks that were supposed to get fixed have not been fixed.

  

  Business Response

  Date: 12/14/2022

  Thanks for reaching out. We visited this customer at his home today and intend to research his backyard concern and will then make a determination if any action is needed. 

• Initial Complaint

  Date:12/05/2022

  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 purchased our NEW home in June of 2022 it is now Dec 2022 and we have had THREE roof leaks. Every time it has been a nightmare, they schedule people who dont show up or bother calling that they arent going to show up then we have to reach back to Goodall who acts like they didnt know the repair people didnt come out. I would love a little more communication from Goodall about everything for this third roof leak! They are currently waiting for it to rain to see where the leak if coming from, no one seems to care that when it rains it rains on the hardwood floors as well. So my husband went and bought a tarp to keep the water off the floors and rug.

  

  Business Response

  Date: 12/06/2022

  Goodall Homes is in contact with this customer for resolution.

  Customer Answer

  Date: 12/08/2022

   
  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. We are currently working on fixing the issues from the three water leaks. Still have a long ways to go for repairs but we have had better communication. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/23/2022

  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.

  Goodall Homes has completely ignored and disregarded our needs as far as warranty. There are several work orders in our home that remain incomplete despite several forms of communication. Workers show up to our home unannounced, communication is slack, and we have been dealing with this since we purchased the home. We just want the work orders completed. So much time has passed that were feeling like Goodall is trying to get out of taking care of our warranty work orders. In addition, workers have come out, but they have failed to fix our problems. Again, we just need clear communication and we should be a priority because we purchased our home almost a year and a half ago. We feel like we gate being ignored and like Goodall is trying not abiding by our contractual agreement around warranty. This step is for documentation that although our warranty walkthrough has been completed over 4 months ago, little to no work orders have been completed. I have emails with all of our communication.

  

  Business Response

  Date: 11/23/2022

  Thank you for reaching out and sharing the concern. Our ************* team will reach out to customer on Monday 11/28 with a path to complete any open warrantable items. 

• Initial Complaint

  Date:10/17/2022

  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 10/25/2021 with open punch list items that still have not been completed, as well as a couple of new issues that have surfaced during our warranty period. We do not have a date for our 1 year warranty inspection. I have asked on numerous occasions via email to Goodall ******** care to update our email and phone number, yet they continually attempt to email the wrong email address. According to Goodall reps our welcome home punch list was "lost", however, I have emailed my copy to them on several occasions looking for updates. In April, I talked with ***** (customer care) on site at my house, in July Goodall sent another representative out to document our issues. I cannot help but feel like this is the house Goodall forgot and it does feel like they are intentionally avoiding these issues. I would like the below issues resolved by 12/31/2022 since we have been more than patient with Goodall. Goodall has pictures of ALL of the below issues from their visit in July. I can provide them again if needed.Welcome ************ ****** door paint bubbling 2. Crown Molding above microwave 3. Left corbel on kitchen island scratched 4. Kitchen island s**** hole in decorative panel 5. Staircase to bonus room, drywall crumbling, this wall should not even be there, it should be a railing that we paid for an upgrade 6. Owner's bathroom sink (right) cracked all the way down to the drain New issues:1. 2nd bathroom tiled seat was not sloped correctly causing water to leak outside of the shower and damage drywall 2. Owner's suite tub, caulk/grout crumbling 3. water pressure bonus bath sink, possible blockage 4. owner's suite carpet needs to be stretched 5. AC loud banging 6. Drain files 7. Street sign missing corner of Glory ************* Locust 8. reimbursement ($136) for army worm treatment since infested sod was laid at the house next to ours putting our grass at risk.

  

  Business Response

  Date: 10/20/2022

  I apologize for the delay. Our ************************ has reached out and an onsite visit is set for Friday October 21. We are prepared to schedule repairs and will ask our trade partners to expedite their responses. Again, thank you for bringing this to our attention so we can correct.

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18291713
  
  I am rejecting this response because:

  Goodall did send out a representative and has come up with a plan and we have seen movement on the agreed upon plan.  The bonus bath sink water pressure was resolved, the tile/flooring trade has been out to evaluate the work that needs to be done, ************* trade has left a voicemail.  I am only rejecting this because while we have a plan, the issues are still open.  I would prefer to "accept" the resolution once the work has been completed.  I am cautiously optimistic about the work being completed.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/03/2022

  Thanks again for reaching out. We have successfully completed a few items and have a scope of work for the remaining items that have been scheduled for late November (based on customer's preference to wait until after Thanksgiving). 

  Customer Answer

  Date: 11/13/2022

   
  Complaint: 18291713
  
  I am rejecting this response because:

  I agree that Goodall has communicated an acceptable plan to resolve the issues, however, the only work completed is the water pressure in the bonus bath.  It is correct that I asked to have the 2 larger projects (bathroom and stairway wall) started after Thanksgiving because we will have guests in town.  The smaller items on the list can be addressed at any time.  I would prefer to keep this open until more of the work orders have been completed (especially the 2 major projects).  While I feel better about getting a response and a plan, trust has been broken over the lack of communication for the past year since we closed.  My concern is that when I accept their response, our work orders will be left unresolved once again.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/13/2022

  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.

  I purchased a new home build through Goodall homes, closed on the house 9/2021. During the final walk through with *** *******/project manager there was a broken window, *** documented the broken window and assured us the the window would be replaced. It's now 09/2022, the window has not been replaced. I have emailed Goodall several times checking the status and all the can say the window has been ordered but has not arrived it. I was the first house built and closed on in this phase of the subdivision. Since I have closed on my house, Goodall has sold and installed windows in approximately 40 other new build houses in my subdivision. Most of those 40 other homes were not even available to purchase when I closed on my house because that section of the neighbor was not released to the public to purchase yet I cannot understand how Goodall can install windows in 40 other houses but cannot get my one window in stock to replace the broken window. I want my broken window replaced.

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/18) */ I apologize for the delay in getting the broken window replaced. The vendor that supplies our windows confirmed last week that he has a appointment on Sept 28 to replace the broken window with the customer. Again, I sincerely apologize for the delay.

• Initial Complaint

  Date:09/07/2022

  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.

  In 2017, Goodall Homes approached *** existing townhome owners within *** HOA called, ******* *** *****, with ***ir proposal on *** development of an extension to our neighborhood to be built upon *** vacant property to our west. This proposal encompassed new townhomes like *** ones Goodall Homes had built & sold in *** existing "******* *** *****" neighborhood. In addition, ***re were to be several 'big houses' that would contain 16 condominiums in each; and lastly, ***re was to be a Community/Amenity Center including a swimming pool. We were informed that it might even be possible to not have to increase *** HOA fees with *** addition of *** new homeowners in order to support *** maintenance & upkeep of *** new pool & Amenity Center. It took some time to secure *** property and ***n begin *** building of *** extension of our neighborhood with delays due to COVID, supply chain and worker issues, etc. Fast forward to this year, 2022; building is 99% complete, all new townhomes & condominiums are sold and *** last two 'big houses' are to be completed by next month, October, 2022. The issue is that *** pool & Amenity Center are to be accessible to *** new homeowners and *** promise given by Goodall to *** existing townhome owners no longer exists. We are now hearing that *** initial HOA owners will be given an opportunity at some time in *** future, to vote on whe***r or not we will have access to *** pool & Amenity Center. In summary, this complaint deals with 2 key issues that need to be resolved by Goodall: 1) Deliver upon *** initial promise of current townhome owners having access to *** pool/Amenity Center 2) COMMUNICATE, COMMUNICATE, COMMUNICATE to *** existing ******* *** ***** HOA as to *** progress of *** extended community. Goodall's COMPLETE AND TOTAL LACK OF COMMUNICATION has created a very frustrating environment within *** neighborhood and we want delivery upon *** promise of access to *** pool/Amenity Center without having to vote!

  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/08) */ We will be reaching out to this customer today. Although the pool is not yet completed and opened, when it does open, these homeowners will have access to the pool/amenity. Communication on this was slated for next week as we just finalized the review of all HOA docs. These are technically separate HOAs so there needed to be a legal review prior to roll-out.