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:03/19/2025

  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 a new construction home from Goodall, which we closed on in August 2023. Prior to closing, we had a home inspection done, the findings from which we shared with Goodall and were assured that everything would get addressed/repaired. This included issues with the installation of the roof, which we had further inspected by a local roofing company that provided an inspection report, along with a quote of $1,200 for necessary repairs. That inspection report and quote were both shared with Goodall, but Goodall instead decided to have the roof inspected by *********************************, who ultimately determined that no repairs were necessary. We argued this determination for months, but we kept getting the same answer. We now have water damage that was just discovered, and an inspector determined it was caused by a slow leak from the roof due to the manner in which it/the exhaust pipes were installed. We expect Goodall to either conduct any necessary repairs or provide payment based on estimates we obtain, as we saved all communication between us and both Goodall and ********************************* (dating back to July 2023 - prior to us even closing on our home) regarding concerns we had with the roof.

  

  Business Response

  Date: 03/26/2025

  We, Goodall Homes, has been in contact with the homeowner and a third party source to schedule a date(s) to correct the roof leak and damaged drywall.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23088633
  
  I am rejecting this response because:

  Repairs have not yet been made to neither the vents/roof nor the drywall/other water damage. I am requesting for this complaint to remain open until all necessary repairs have been completed.

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

  

  Business Response

  Date: 04/14/2025

  Checking to confirm ***airs are completed now.  I believe our warranty *** reached out earlier and we understand the job to be completed but also wanted to double check.  

  Customer Answer

  Date: 04/17/2025

   
  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:02/13/2025

  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 am filing a complaint against Goodall Homes regarding our home's poor build quality and failure to fulfill its post-construction repair promises.We signed a contract with Goodall Homes and waited patiently until the home was complete; shortly after, we started a list of issues to address with them. We were assured that after a year, they would return to address any problems that arose as the house settled. However, it has been three years, and multiple issues remain unresolved despite repeated attempts to address them.Per our discussions with ******** from Goodall Homes, they acknowledged and agreed to fix several outstanding problems, yet they persist. The following deficiencies remain in our home:Paint spilled on the carpet, which had never been cleaned or replaced.Popping hardwood floors that indicate poor installation or material defects.The shelving was left unattached, creating a safety hazard.A leaking shower that causes mildew growth, posing potential health risks.Multiple unfinished paint areas throughout the home.An incorrectly installed HVAC system resulted in us paying nearly $1,000 out of pocket for repairs.Despite multiple follow-ups, Goodall Homes has failed to resolve these concerns. We trusted them to deliver a quality home and honor their post-construction commitments. Yet, their lack of responsiveness and accountability has frustrated and dissatisfied us.We request that Goodall Homes immediately address and resolve these outstanding issues as initially promised. Suppose they are unwilling or unable to do so. In that case, we expect them to reimburse us for the $1,000 HVAC repair and provide fair compensation for the necessary repairs.I urge the BBB to intervene and hold Goodall Homes accountable for their lack of follow-through.

  

  Business Response

  Date: 02/27/2025

  We have received the BBB complaint and our local ************************ Mgr has reached to the customer.  We are awaiting a time that works for the customer to go to the home and understand more about the issues and to see the items in person.  We are anticipating this visit taking place the week of March 3rd.  

  Customer Answer

  Date: 03/09/2025

  We have responded to your messages, I suggest you check your emails again. In fact we responded 10 days ago.

  Customer Answer

  Date: 03/11/2025

  Good morning,

  I walked through the house with ******** of Goodall and discussed our problems with her. Per our meeting, ******** agreed to the following to contact the HVAC installer to have them return to fix the problem they created by installing the unit incorrectly, order a new shower because our mold stems from poor drainage due to the weep holds being too high, contacting the floor installer so they can come to insert leveling compound under the hardwood floor, contact wall and paint crew to fix various cracks and paint issues due to settling, carpet crew with paint stain either replace or clean it if possible. Once she has contacted everyone, she is supposed to schedule a time with us for all of these folks to fix these items.

   

  Thank you,

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

   

   

  Customer Answer

  Date: 03/26/2025

  Subject: Follow-Up on Complaint Against Goodall Homes

  
  Dear BBB Representative's,

  
  I am writing to provide an update regarding our ongoing concerns with Goodall Homes and the inadequate repairs attempted by their contractor. On 03/25/25, *****, the contractor, was sent to our home to address the issues, but it quickly became apparent that they were unprepared and unequipped to complete the necessary repairs correctly.

  
  Here are the specific issues we encountered during their visit:
  They began painting a wall but used the wrong color.
  Instead of replacing the floor transition strips as initially promised in the laundry room, they applied filler to gaps around them; our issue is the transitions themselves do not match our hardwood floors.
  They intended to repair the drywall mold but realized it was pointless since the shower door that caused the issue had been replaced.
  They brought epoxy filler for the hardwood flooring, but after assessing the extent of the gaps and cracks, even the contractor suggested that the floors may need to be replaced.
  The HVAC system concerns were not addressed at all.
  The only completed task was caulking some corners in the master closet.

  
  Additionally, we have attempted multiple times to contact ******** at Goodall Homes regarding these ongoing issues, but she has stopped responding to our calls and messages.

  
  At this point, we are incredibly frustrated with the lack of communication and the failure to follow through on promised repairs. We would appreciate the BBB's assistance in holding Goodall Homes accountable and ensuring these issues are fully and properly resolved.

  
  Please let us know how we should proceed. We appreciate your time and assistance in this matter.

  
  Best regards,

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

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

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

  

  Business Response

  Date: 04/03/2025

  Our Production Mgr has been in contact with the homeowner and are working on a plan to resolve the remaining items as of April 3rd 2025

  Customer Answer

  Date: 04/17/2025

  The work has not been resolved, the only thing we have is a promise the fix our issues. We are expecting them on Tuesday 4/22. Per the ** since ******** resigned.

  Customer Answer

  Date: 04/17/2025

  They have not fixed our issues yet, we are expecting them on 4/22.

• Initial Complaint

  Date:11/20/2024

  Type:Sales and Advertising 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.

  Goodall built our home in *********. We are still under warranty to get things fixed, such as the flooring (hardwood/carpeting), a wall that was put up crooked, the irrigation system, damaged outside posts, damaged cabinets and a LIST of other things. And reimbursement of damages caused from a busted pipe. They began working on the list and completely left us hanging. I have been reaching out to the only representative that they have left in *******, ******** and also emailing the individuals that were involved and all the emails are been sent back to me. Goodall has completely neglected the *********************** neighborhood, I am not the only client that have had issues and are not receiving any form of communication from them. I am highly disappointed in how they are treating their customers.

  

  Business Response

  Date: 11/21/2024

  I have reviewed the complaint and been in contact with the ************************ Mgr.  She has reached out to the homeowner and are awaiting the list.  

  Customer Answer

  Date: 11/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business. They have reached out to me to gain a list. The list was sent. I await their reply and them actually completing the work that needs to be done.
  
  Sincerely,
  
  ******* ********

   

   

  OUTSIDE:
  -Gutters are not properly attached
  
  
  -Columns/Posts were put in damaged and were supposed to be replaced (promised before we moved in)
  
  
  -Sprinkler system (supposed to have a new system installed)
  
  
  -Screens for some windows were never installed 
  
  
  -Concrete was supposed to be leveled/ cracks filled and concrete power washed
  
  
  -Mailbox was damaged by a dumpster BEFORE we moved in and was supposed to be replaced (entirely reinstalled)
  
  
  -Missing tree in front yard (was supposed to be a Magnolia tree) 
  
  
  (Reimbursement for water damage caused by workers fixing the sprinkler system and it malfunctioning)
  
  
  INSIDE:
  -Flooring (downstairs, bathrooms, and laundry room)- I have no quarter round and the kitchen floors were supposed to be redone and where they did put the new flooring in, the carpet is tearing up, because there was no proper transition pieces. Also the wrong carpet was installed throughout the entire house.
  
  
  -Some windows were supposed to be replaced, because they do not lock properly. (Window seals were cracking, was supposed to be fixed)
  
  
  -Blinds replaced on the patio door, because they were damaged and put in incorrectly.
  
  
  -Microwave was supposed to be replaced 
  (Vent system fixed)
  
  
  -Cabinet drawers were supposed to be fixedGavin took them to fix them and never brought them back!
  
  
  -Toilet paper holder in Master bathroom was supposed to be replaced.
  
  
  -PAINT! Paint on the walls going up the stairs was patched up with the wrong color paint, someone was supposed to come and repaint it. Also, the workers that fixed the nail pops left a trail of holes and damaged walls. 
  
  
  -Upstairs bathroom wall was put in incorrectly, it was supposed to be fixed and the flooring replaced. 
  
  
  -Door to the breaker box was supposed to be replaced, because it couldnt close.
  
  
  -Kitchen faucet 

• Initial Complaint

  Date:08/09/2024

  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 my home in July of 2023 in **********, **. Prior to closing a home inspector documented items that needed to be fixed. Goodalls job superintendent stated that all of the items would be fixed before closing or shortly thereafter. I attempted to contact the superintendent after closing, but the phone number I was given no longer works. I contacted my realtor to get in touch with him and have him contact me. I still have yet to hear from him. I was told by my realtor to also email the third party home warranty about the punch list items. I did contact them and they stated that their warranty does not start until the builders warranty expires. Reading through the third partys exclusions most of the punch list items would not be covered. I made multiple attempts to get in contact with Goodall warranty throughout the year and did not hear from them. I got in touch with their warranty representative at the beginning of July 2024 after I had left a message about a water leak from my master bath. I was informed by her that I have to go through the third party warranty company due to me buying a new build home as is. Currently I have water damage to my ceiling in my dining room, glass shower leaking, tile around my master tub cracked or missing, master tub moves around, approximately a 2 inch gap of motor/brick missing on the front of my house, the driveway is ruined by mounds of mortar or thin-set / paint splashed /oil stains/ a utility knife blade sealed on top of the concrete, garage door is not properly sealed from the outside, sprinkler system is leaking, a portion of my yard was never sodded so I have erosion to it, dishwasher not mounted, mold/mildew around an electrical outlet inside of the house, hardwood floor buckling due to a previous water leak from the dishwasher, rear patio concrete pools water at a wood column base, and multiple other issues. Due to not having a working sprinkler system, multiple landscaping bushes have died as well.

  

  Business Response

  Date: 08/19/2024

  This home was sold with a 3rd party systems and structural warranty only. I did however make an in home visit last week and have committed to taking care of closing items that were not addressed and I am currently working with the homeowner to reach a good resolution to get them taken care of. 

• Initial Complaint

  Date:06/05/2024

  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 2&2 condominium from Goodall in October 2022 (close). The purchase agreement was signed in February 2022. The terms of purchase included 1 private garage unit and one assigned parking space and were clearly outlined in my purchase agreement (see page 24 of the attached). Subsequent to my close, the *** informed that the parking spaces were assigned in violation of city code and were unanimously revoked. While spots exist, they are not longer directly assigned to a unit or property owner. I seek discussion to adjust my purchase price in the form of a partial refund/settlement for the lost value on my individual unit and impact to the community at large.

  

  Business Response

  Date: 06/18/2024

  There was an *** turnover meeting in October 2023 where a parking plan was presented and accepted by the new *** Board.  The parking exhibit (drawing/map) and assignments are on file with the *** should you require information on your assigned parking.
  

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21807304
  
  I am rejecting this response because: the terms of my purchase say that changes to the parking require my consent. No consent was offered. My purchase contract clearly indicated the unit included 2 spots: one garage and one space. The space was unilaterally eliminated by the city who cited Goodall had no standing to sell the space. *** has guided this is an issue between buyers and sellers - in this case being myself and Goodall. The complaint and issue stand as unresolved. Goodall needs to make direct outreach for resolution. Simply referring to the *** for a matter unrelated to common areas is unreasonable and inappropriate. The space was meant to be for my private use based on the purchase terms. Due to Goodalls negligence and errors, the space was taken by the city. The issue is I paid Goodall an increased price for the unit to account for the space which was removed from my possession. For this, I seek damages as resolution. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/19/2024

  *****************,

  Thank you for purchasing a home from Goodall.  I understand your position and want you to know that our team is working with engineers, land planners and folks at the City of ******** to resolve this situation in a way that does not involve relocating assigned parking spaces.  Once we have a plan in place we will ask the *** to schedule a meeting that me and other Goodall leaders can attend to share the plan and answer questions from residents of Shadow Green. 

  Sincerely,

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

• Initial Complaint

  Date:05/27/2024

  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 / Clayton Properties Group **** sold residents of ************ communities an assigned parking spot without the authority to do so, according to the city of *********** and the *********************** According to Section 2.0.3 of the uploaded Shadow Green *********** Declaration of Covenants and Restrictions - Each unit owner shall have the right to use at least one (1) parking space in the parking areas assigned to each unit upon the purchase of the parking space(s), subject to the terms *****.Goodall failed to deliver an assigned parking space, which was purchased. What is being sought is a monetary remedy for failing to deliver said assigned parking space.I withdraw my consent to BBB Complaint Submission Terms:After my Complaint is closed, the text of my Complaint may be publicly posted on the BBB website for up to ***** days (3 years). I may withdraw my consent to publish the text of my Complaint at any time by notifying BBB, although BBB will continue to count my Complaint in the total number of complaints against the business.

  

  Business Response

  Date: 05/31/2024

  There was an HOA turnover meeting in October 2023 where a parking plan was presented and accepted by the new HOA Board.  The parking exhibit (drawing/map) and assignments are on file with the ****

• Initial Complaint

  Date:05/20/2024

  Type:Order 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 signed a contract on our unit back in November of 2021 for my mother-in-law and her husband. Goodall homes did not have any units with garages left available, but Goodall reassured me that my elderly mother-in-law would have a guaranteed permanent space that would be assigned to her. My husband and I agreed that that would be satisfactory and signed the contract. Since learning that Goodall did not have the right to issue those spaces, it has caused a great deal of anxiety for my mother-in-law. She is constantly worried that if she leaves her condo that she will have to park a block or two away. For some people that *** not be a big deal but for her, it is. She lives with a heart condition and has difficulty walking long distances. If Goodall had not offered the permanent space, we NEVER would have bought this unit. I feel that they used a bait and switch tactic and they should be penalized.

  

  Business Response

  Date: 05/31/2024

  There was an HOA turnover meeting in October 2023 where a parking plan was presented and accepted by the new HOA Board.  The parking exhibit (drawing/map) and assignments are on file with the ****

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21734465
  
  I am rejecting this response because:
  Although a new parking plan was put in place, it does not change the fact that it was a bait and switch sales tactic that was used when we bought the place.  The only reason a new plan was put in place was because the Goodall homes did not have the authority to assign spots as they guaranteed in the sales deal.  
  Sincerely,
  *****************************
  *****************************

  

  Business Response

  Date: 06/18/2024

  There are assigned parking spots for each unit owner.  The parking exhibit (drawing/map) and assignments are on file with the *** should you require information on your assigned parking.

• Initial Complaint

  Date:05/09/2024

  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.

  2 years ago we bought a house in Harvest Al from Goodall home. The day of the closing we were informed that the company didnt work in ******* anymore under that name but was, from now on, affiliated to Legacy home in *******. We were told at this time not to worry, that the terms of the contract in regard to the the one year home warranty would be honored and that all the fixes mentioned in the last walkthrough on the day of the closing would be taken care of within a 30 day period. In addition to the problems mentioned in the walkthrough reports, others issues have appeared within the first year that should have been addressed under the one year warrant. A few of the initial problems were indeed taken care of within 30 days except damages on bathtub and shower in the master bath that happened during construction. Several other problems appeared after closing. Even though we have been asking many times for all these new issues to be fixed in the past 2 years, we are still waiting on Goodall to address the problems ( shingles overlapping the wrong way on part of the roof, concrete under the outside AC unit not leveled making the condensation water going toward the house instead of toward the yard, missing screens, debris embedded in window glass panel following a pipe burst when the house next door was being built.)So after two years and a few problems fixed, we still are waiting for Goodall to fix all the problems left to be fixed. We also are experiencing difficulties getting in touch with Goodall and getting answers from them.We dont know what to do anymore to get things moving forward and hope that you can help us figuring it out.

  Customer Answer

  Date: 05/20/2024

  Hello, I have received a message from you asking me if I have heard from Goodall. The answer is no, I have not heard from Goodall Corporate. We are still waiting the work to be completed. 

  Thank you for your continued help. 

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

  

  Business Response

  Date: 05/31/2024

  Our customer care representative is in contact with our customer to address the warranty items.

• Initial Complaint

  Date:04/30/2024

  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.

  It has been nearly 9 months since my wife and I closed on the home we purchased from Goodall Homes, yet there are still no good faith efforts being made by Goodall Homes to address the numerous outstanding QC items and other issues/concerns that were identified either through the home inspection we had done on July 27, 2023, during initial walkthrough of the home we had on August 7, 2023, during the pre-closing walkthrough of the home we had on August 10, 2023 (which is the day we closed on the home), and/or since we moved into the home on August 11, 2023 (side note: I do not consider contracting Oak Branch Construction Solutions to handle everything as a good faith effort since they have essentially done nothing other than occasionally sending out a subcontractor that ended up creating more problems than they actually solved, which I have mentioned to Goodall Homes on several occasionsOak Branch Construction Solutions is now not even responding every time I reach out/follow up). There have been several occasions in which Goodall Homes made certain assurances to us that never actually occurred - we have saved all of the call logs, text messages, emails, screenshots, pictures, doorbell camera recordings, etc. We are requesting for Goodall Homes to ensure all outstanding QC items and other issues/concerns get addressed no later than May 30, 2024

  

  Business Response

  Date: 05/31/2024

  We have reached out to our customer and have scheduled any remaining repairs.

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21646585
  
  I am rejecting this response because:
  

  1. Regarding the first part of Goodall's response - "We have reached out to our customer..." -********************** has not reached out to us...at all - not once. We, on the other hand,have reached out to Goodall countless times over the last 9 (now almost 10)months by calling, texting, and emailing them to request that they 1) address the on-going issues we are experiencing with the company they are using to complete the repair items (Oak Branch Construction Solutions), or 2) complete the repair items themselves and/or by contracting the work out to a different company (not Oak Branch). Despite this, Goodall still has not done anything to address the on-going issues we are experiencing with Oak Branch, nor have they done anything to complete the remaining repair items themselves or contract the work out to another company. Instead, Goodall has continuously blamed Oak Branch for the repair items not getting completed, while Oak Branch has continuously blamed Goodall. We bought the house from Goodall - not Oak Branch - so we are holding Goodall responsible (and will continue to do so until all of the remaining repair items have been completed). The last time someone from Goodall was at our house was on February 5th (after trying for over a month to have them come), during which time we walked them through the list of remaining repair items for at least the third time.

  2. Regarding the second part of Goodall's response -"...and have scheduled any remaining repairs" - this is news to us.We are not aware of Goodall scheduling any of the remaining repairs, so if this is actually true then we kindly ask that they provide some sort of proof of them scheduling the remaining repairs in their next response to this complaint and also attach a detailed timeline/schedule for all of the remaining repair items, which is something we have requested numerous times since our initial walkthrough of the home on August 7, 2023, yet it still has not been provided to us.

  3. Oak Branch recently mentioned to us that they "scheduled" a few of the repair items - two of which were "scheduled" to be completed by someone who we were told would arrive between 9:00 AM and 10:00 AM this morning. It is now 4:00 PM, and they still haven't arrived; however, this happens more often than not - we are told that repair items will be completed on a particular day or "by the end of next week", but then the work ultimately doesn't get completed because nobody even shows up.  

  4. We will not allow this complaint to be resolved until either the remaining repair items have been completed, or until we have been compensated for the remaining repair items not getting completed. In the initial complaint that we submitted 31 days ago - back on April 30th - we requested "for Goodall Homes to ensure all outstanding QC items and other issues/concerns get addressed no later than May 30, 2024". It is now May 31st, and only a single item has been completed - WE FINALLY HAVE WINDOW SCREENS (nearly 10 months later...); however, there are still 25 repair items remaining on the list.
  

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

  Customer Answer

  Date: 06/07/2024

  Good afternoon,

  Attached is a document containing screenshots of text messages between myself and ***********************. *********************** is the owner of Oak Branch Construction Solutions, which is the company Goodall Homes has been using to complete the repair items. These screenshots are being provided to support the response I submitted last Friday (May 31st), rejecting the response made by Goodall Homes to resolve this complaint. I took the screenshots today (June 7th), so "Yesterday" in the last two screenshots refers to Thursday, June 6th.

  Let me know if you have any questions or need anything else from me for this complaint.

  Thanks

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

  

  Business Response

  Date: 06/18/2024

  It was our understanding that the repairs had been completed.  We will be contacting the customer in 1 -2 business days to determine what issues are still open or not scheduled.

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21646585
  
  I am rejecting this response because:
  

  That is completely unacceptable - there is absolutely no reason whatsoever why Goodall should have been under the impression that the repairs had already been completed. As evidence, I have attached screenshots of an email I sent to every single email address I already had for Goodall (plus additional email addresses for Goodall that I found online) on April 30th, which is the same day that I submitted the initial complaint to BBB. Forwarded along with the email sent on April 30th was another email sent to *************************** (Goodall Homes - ***************** Care Manager, **************) more than four months earlier - on December 29th - neither of which I ever received a response toand those emails are just two examples - I have several additional emails, texts, voice recordings of conversations, and records of phones calls going back to August of last year - 10 months ago - that document us communicating the outstanding repair items to Goodall, as well as our issues and concerns working with Oak Branch (the company Goodall has been using to address the repair items).

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

  

  Business Response

  Date: 07/10/2024

  We immediately investigated the scheduling of remaining repairs internally. With the communication Goodall has had with OBCS and *******, we have shared the plan on the remaining items and are giving consistent communication if the plan has any alterations. If there are questions regarding scheduling or status, please email ****************************************

  Customer Answer

  Date: 07/11/2024

  
  Complaint: 21646585
  
  I am rejecting this response because:
  
  Goodall continues to lie in their responses to this complaint. Goodall has not "shared the plan on the remaining items", nor have they been "giving consistent communication" (please refer to the first attached document containing screenshots of the most recent communications with Oak Branch and Goodall, which provide proof that what Goodall said in their response is simply not true). As far as Goodall saying, "If there are questions regarding scheduling or status, please email ****************************************", we actually have done this - multiple times over the last several months - yet we haven't received a single response to any of our emails. We have actually been told by Goodall numerous times that we shouldn't contact Goodall directly, but rather that everything should go directly through Oak Branch (which we have told Goodall time and time again is not effective since doing so has continued to get us nowhere, yet Goodall continues to tell us that working with Oak Branch is the only option due to "contractual reasons"). After reading that part of Goodall's response, we even reached out to our primary contact with Goodall (*************************** - ***************** Care Manager, **************) prior to writing this response, and he confirmed to us that any questions regarding scheduling or the status of repair items should go directly through Oak Branch, rather than through Goodall (please refer to the second attached document containing screenshots of this communication). We also had **** specifically confirm to us that we shouldn't email any questions to **************************************** Additionally, we had **** confirm to us that nobody else from Goodall needed to be included on any communications for awareness purposes, so there is absolutely no valid explanation for the excuses/lies being provided by Goodall in their responses to this complaint. 
  
  It is evident that the only thing Goodall actually cares about is their reputation - they do not truly care about the satisfaction of their customers, otherwise my wife and I (as well as several other Goodall customers that we have spoken to, which described having similar experiences working with Goodall) wouldn't be in the position we are all in today - still fighting Goodall nearly a year after we closed on our home (and in some cases even longer than that) to finish all the outstanding repair items. Goodall was very responsive to our questions and concerns up until the day we closed on our home, assuring us that any outstanding repairs would get addressed "within a week or two" of closing - basically telling us whatever they needed to tell us in order to get us to agree to close prior to the repair items being completed. However, as soon as we closed on our home and Goodall got paid, it was as if Goodall had no desire or sense of urgency to complete any of the repair items...other Goodall customers that we have spoken to have shared similar experiences. My hope is that anyone considering building with Goodall or purchasing a Goodall home will come across this complaint as they are doing their research, and it will make them consider looking into options other than Goodall so that they don't risk having to experience what my wife and I, along with many other Goodall customers, have experienced working with **********************. I would also like to take this opportunity to warn others considering Goodall not to be fooled by the 4.0 stars/300+ reviews Goodall has on ******...Goodall recently had over 100 5-star reviews submitted in very quick succession by Goodall's employees, Goodall's trade/business partners, etc. - NOT ACTUAL GOODALL CUSTOMERS - most of which were submitted without an actual review written (Goodall must have sent out a mass communication asking/telling these individuals to do this). Prior to this influx of fake non-customer reviews, ********************** had less than a 2-star rating. Please do yourself a favor and do your research and look at older ****** reviews (you'll have to scroll past the 100+ recent fake non-customer ****** reviews), Yelp reviews, ********************** complaints, etc. 
  

  As far as the outstanding repair items for our home, it has now been over 11 months since we closed on our home and over two months since we submitted this complaint to the Better Business Bureau. It took 31 days to receive the initial response from Goodall, 18 days to receive the first follow-up response from Goodall, and 22 days to receive the second follow-up response from Goodall; however, we always provide a response within one day...it appears that Goodall waits as long as they possibly can to provide a response, only to ultimately provide a response filled with excuses/lies (not backed up by providing any supporting documentation/evidence) just for the sake of preventing their Better Business Bureau accreditation from being suspended and/or their rating with the Better Business Bureau from being impacted, which is a waste of the Better Business Bureau's time, as well as a waste of mine and my wife's time, since the only thing Goodall is doing with their responses is extending the timeline for the complaint resolution process. Because of this, we kindly request that the Better Business Bureau enforces more timely responses from Goodall and require that they back up their responses by attaching supporting documentation/other evidence that what they are saying in their response is actually true (even though I have already requested Goodall to do this in a previous response, but they have yet to do so).
  

  Finally, we want to remind Goodall of their core values statement since it appears they must have forgotten it (copied from "THE GOODALL HOMES STORY" section of Goodall's website - ****************************************************************************************): "We continue to thrive by sticking to our 6 Core Values: Glorify God by doing the right thing, Treat others like we want to be treated, Be humble. Relentlessly pursue improvement, Teach every team member to be a business owner. And finally, to build a positive team and family atmosphere. By living by these core values, we get to achieve our companys purpose every day: to create opportunities to improve the lives of our team members, business partners, and customers."
  

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

  

  Business Response

  Date: 08/16/2024

  Thank you for your detailed feedback. We regret the ongoing issues and want to address your concerns with the clarity they deserve.
  

  Addressing Communication Issues: We acknowledge the frustration caused by communication lapses. We have reviewed the situation and found that Goodall did indeed provide a plan for the remaining items when *************************** became involved. An accurate list was created, and communication increased with ******************************** (OBCS)  significantly in mid-June to resolve the outstanding issues, However Im sure there are holes in communication and those will be addressed with OBCS.
  

  Handling of Repair Items: Goodall has made efforts to improve communication and has actively intervened with OBCS to address your concerns. We have asked OBCS to enhance their communication efforts, even to the point of over-communication, to ensure all parties are well-informed.
  Clarification on Communication Channels: There was a misunderstanding regarding communication channels. *************************** communicated that inquiries should be directed through OBCS, which led to confusion. We recognize that this has contributed to the issues youve experienced, and we are working to resolve any misunderstandings to ensure smoother communication moving forward.
  

  Future Steps: We will continue to monitor the situation closely and ensure that the repair items are addressed promptly. Our goal is to resolve any remaining issues efficiently and to restore clear and effective communication channels.
  

  We appreciate your patience and understanding as we work to resolve these matters. Your satisfaction is our priority, and we will keep you updated on our progress.
  

  Outstanding Items:
  Dent on grill and grill cover
  Latch on gate that is broken
  Kick-out flashing for the column
  Acid wash all flatwork
  Replace stair tread
  Adding recirculation vent to microwave

• Initial Complaint

  Date:03/11/2024

  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 advertised and sold every home in The Avenues at ************ in ********, ** with an assigned parking spot. They were told by the City of ******** that it was illegal and could not sell assigned parking on ****************. For over a year the disregarded the City of ********, sold EVERY Unit with an assigned parking sport. Now ******** has made them black out all the assigned spots. The assigned sports were a resale advantage. Goodall must make this right

  

  Business Response

  Date: 03/12/2024

  A new parking plan was drawn up, submitted, and approved by the ********* of **********************

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21418121
  
  I am rejecting this response because: As of today, I received emails from two of the *** Directors stating that "...*** did not approve and will not approve any parking plan. The parking issues is between Owners and Goodall." and "...While this is not really an *** issue, it is an issue that affects all condo owners, so we did pursue alternatives with Goodall and Goodall did provide an alternative reserved parking plan to us.  The Board has discussed organizing a vote of the owners to either adopt the alternative plan or leave all spaces unreserved.We havent set timing or process for this yet but are trying to move it forward as quickly as we can.'
  

  It is obvious that Goodall lied when saying " A new parking plan was drawn up, submitted and approved by the *** Board of *********** Nothing has been approved!!
  

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

  

  Business Response

  Date: 03/14/2024

  A parking plan was presented at the *** turnover meeting and was accepted by the new BOD.  The parking spots were to remain reserved on the parking plan, but the city would not allow the parking surfaces to be physically marked.  That was the resolution.  We have not been involved since that time.

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21418121
  
  I am rejecting this response because:

  In our closing documents (already submitted to this case) there was never mention that the assigned spots were temporary. I am in the first building built in the condo community and according to ***********************, Road ********** ***************** for the **************************************** new about the parking issue at the beginning. They never said a word to the Homeowners until the last building was either sold out or close to it.  

  ***********************
  Road ********** Street Dept.
  City Of Franklin
  124 Lumber Dr.
  ***********. 37064
  ************  ext.6888  office
  ************  cell
  **************************************

  From the City of *********, "...They never asked for these to be private. They asked for permission to number the spots during construction to help alleviate parking issues during construction, with the understanding that this would not be allowed once the section was complete. That is why the numbers were put on the Binder layer (1st asphalt layer) and not on the final asphalt. Their request to me was only for a temporary fix and were not asking for anything permanent.  They knew that assigning the spots was not allowed before they contacted me asking for the temporary numbering. That conversation happened just after the completion of the first 2 bldgs. When those folks started moving in. I cant tell you an exact date."
  

  Also, I received emails from two of the *** Directors stating that "...*** did not approve and will not approve any parking plan. The parking issues is between Owners and Goodall." and "...While this is not really an *** issue, it is an issue that affects all condo owners, so we did pursue alternatives with Goodall and Goodall did provide an alternative reserved parking plan to us.  The Board has discussed organizing a vote of the owners to either adopt the alternative plan or leave all spaces unreserved. We havent set timing or process for this yet but are trying to move it forward as quickly as we can.'

  The *** has agreed to nothing. 

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

  

  Business Response

  Date: 04/10/2024

  Notes from the meeting:

  Parking
  Goodall came up with a solution for parking and presented it to the **** They agreed to it.
  **** provided (3) parking maps for both Communities (Master & Condos)
  ****** provided excel spreadsheet with parking assignments. 
  

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21418121
  
  I am rejecting this response because:

  We've gotten off track here. There was contract between *****, me and Goodall. Goodall broke that contract when we lost the assigned spot.
  

  The reason there is an parking issue is because Goodall did not do their due diligence regarding assigning parking spots in the city of ********. If they had, they never would have advertised and sold the condos with them. Or worse, they did due diligence and still sold them.
  

  So, they did sell them with assignment parking, which was one of the reasons we bought the condo. ***** and I have the documentation from Clayton/Goodall homes assigning the parking spot, singed by us and the Seller, Clayton Properties Group,INC., *************************, ************************* We have the email from the Goodall Realtor telling us to log into DocuSign so we can sign it.
  
  We acknowledge that ******** won't allow assigned parking spots. What want is a Goodall own up to their egregious mistake and provide a refund. I suggested $375,000.00 ($12,500 for the assignment parking spot plus appreciation over 30 years.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/30/2024

  There is nothing more to add.  Everyone has assigned parking spots per the *** meeting.