ComplaintsforOle South Properties, Inc.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August 2019 I purchased a townhome from Ole South Properties at ********************************************************************, this property came with a 5 year structural warranty later that year I filed a work order with Ole South to repair a piece of trim molding that was bowing out from the wall. On October 21, 2022, I sent a work order in because I had noticed that the stairs in the townhome were separating from the wall on both sides of the stairs. I have also noticed trim on the same wall separating, I filed the work order per Ole South policy. It immediately came back with a notice stating to give them 24 hours to reach out to me. I did not get any response within the ********************** November of 2022 I called Ole South to follow up on the work order and was told by the lady that answers the phone that someone would reach out to me within 24 hours I advised her that it had already been a few weeks already and she advised to wait the 24 hours. So, I waited again. I gave it another 2 weeks and called them back; the same lady answered the phone and I advised who I was, and I was calling again. She asked for an address and i proceeded to let her know it and she advised she would give it to the rep when they arrived back in the office, and I would receive a call. Again, I waited till February this time, I called back to Ole South on 2-7-2023 and again it was the same lady who answered the phone I told her who I was and she advised that the work order had been closed out and resolved and I said to her that no one contacted me or even came to look at the damage, I advised that it was possible that the blasting that they built these townhomes by has caused structural damage, she advised I need to file another workorder I asked why I needed to file another one since the first one has not been taken care of, She advised it was policy, I advised I would send another workorder. One 2-8-2023 I received an email form Ole South with an attached file containing a blasting complaint

  Customer response

  02/15/2023

  I was sent a How to file a blasting complaint  procedure, I called the Fire Marshalls and spoke to them concerning this I was advised she was not sure what they can do, she advised they can file a complaint to see if the business is within compliance but that's all they can do, I advised them to go ahead and file it that way Ole South could not come to me and say I did not follow protocol. I feel that Ole South is not wanting to honor their 5 year structural warranty and have attempted through other actions to avoid it, They have not called me concerning this and they have not been out her to even look at the damage. 

  Business response

  02/20/2023

  One of our ************* Technicians met with the homeowner this morning.  After reviewing the issue, it was determined, and the homeowner agreed, that there is not a structural issue.  There are some small repairs to the carpet that need to be made, which we have agreed to do.  This should resolve the issue.

  Customer response

  02/20/2023

   
  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. I agreed to letting the company attempt to rectify. This visit was recorded through my cellphone, it was stated to me that it was not structural I did not agree that it was not structural, I agreed to allow them to see if they could find a solution to fixing it. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ole South built our home in 2020 which includes a retaining wall in the back yard. The wall was not built properly and had to be significantly repaired/rebuilt (by Ole South) in 2021. I have multiple times over the past year inquired about a permit for the wall. I have spoken with the Director of Codes for the City of Spring Hill who has confirmed that the wall does require a permit. At this point I feel like I have no choice but to escalate this. Ole South has repeatedly ignored or blown off my requests for a permit. Most recent communication with *****, our contact at Ole South has been: 6/25/21: told ***** that I spoke with CB (Director of Codes) at the City who said the wall requires a permit. Shared CB's contact info. 8/10/21: sent ***** a copy of my email with CB stating the wall requires a permit. ***** says he'll be in contact when there's an update. 8/27/21: inquire about permit again. No reply. 12/29/21: Ask if Ole South is refusing to get a permit. ***** replies he is on vacation, will get back to me in a week. Still have not heard from him.

  Business response

  02/14/2022

  Business Response /* (1000, 5, 2022/02/09) */ Ole South Properties constructed the retaining wall prior to the home being issued a certificate of occupancy. During this time the retaining wall did not meet the requirements necessitating a separate permit. The homeowner had concerns regarding the retaining wall during the warranty period. Ole South Properties contracted the services of a licensed structural engineer and made all repairs based on the engineer's recommendations. Ole South Properties is in communication with the City of Springhill. The City will be inspecting the wall and issuing a permit in the coming days. Consumer Response /* (2000, 7, 2022/02/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Wall requires additional work before the City will issue the permit. Spoke with Ole South and gave them permission to dig the required runoff. Accepting the response under the assumption that the work is complete, permit is issued, and any damage to the yard is repaired.

• Initial Complaint

  11/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My property line or Plat is incorrect and ole south properties will not return messages, calls, or emails. I have built a fence going by the marker and now I think the property markers are incorrect and the Ole South representative also thought so, but now no response from anyone. We also have a floor issue that never got resolved. Our laminate floor crackles and pops when walked on, Ole South had the subcontractor attempt to repair/or bandaid it several times and it still cracks and pops. I also would like info on purchasing the lot next to mine since my fence may already be on it because of their mistakes. I want communication so we can get this done.

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/11/16) */ Ole South provides each homeowner with information on how to contact us through the "My Home" portal. The owner submitted 4 requests for warranty service during the period of time his home was covered under warranty, each time being contacted by a Customer Care technician. The homeowner's warranty expired about 1 year, 6 months ago. Our flooring contractor completed repairs while covered under warranty and again after the warranty period as a courtesy. We do not guarantee floors from squeaking (as noted on page 3 of limited warranty agreement). Each lot could have many different markers used not only for boundaries, some permanent and some temporary. Markers are often run over, damaged or moved during construction and not intended to be a replacement for a survey. Ole South Properties encourages each homeowner to get a home inspection and a property survey. I have included several signed excerpts from the purchase contract. On page 2 of the "Get a Home Inspection & Property Survey" you will see the homeowner exercised their right to have a survey performed. Whether they did or not is not the responsibility of the builder. A copy of the plot plan of the individual homesite is included in the closing documents and initialed by the buyer (see attached plot plan). When requested, we refer the homeowners back to the plot plan to show dimensions based on where the house is placed. Most of our homeowners provide this to their fencing contractor at the time of fence estimate and/or permit. The attached aerial is from The Rutherford County GIS system. It does look like the fence was placed a few feet over the property line at the right rear. Ole South Properties purchases lots in this community directly from the developer, Silverhill Partners. We do not own the lot he is requesting to purchase. Ole South did not order the construction of the fence. We encourage the use of a surveyor and qualified fencing contractor. The homeowner and or fence contractor is responsible for the location of the fence. Furthermore, Ole South Properties fulfilled each warrantable request when the owner had active warranty coverage. Consumer Response /* (3000, 7, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) You can see in the picture of the lot that if that is in fact correct that Ole South never completed my yard in the front left of house also the highlighted area in the paper work I signed is referring to a "squeak" of subflooring not laminate flooring which yall have actually already stated that the popping in the laminate is not right, but for some reason just gave up on fixing it after several attempts. I am sure it is frustrating for the contractor to keep coming back, but imagine my frustration as the home owner left with the issue.I have learned my lesson on trusting the superintendents word that the property marker was correct, but my property is not correct as you can clearly see in your picture you provided. I will be praying that whom ever receives this puts themselves in my shoes and we can work together to make it right. Business Response /* (4000, 9, 2021/11/23) */ Ole South Properties will send a surveyor to mark the owners property corners. If the survey confirms the property lines are correct, then a general error was made by the owner/ fence contractor. The homeowner will bear the responsibility of moving the fence off the neighboring parcel. Again, Ole South does not own the lot the buyer is requesting to purchase. Ole South will also send a representative of the flooring manufacturer to inspect the floor. If the flooring representative deems the floor is out of manufactures tolerance, Ole South with bear the cost of the repairs. Consumer Response /* (3000, 13, 2021/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) If there was no mistake in the property line, I agree it is my responsibility to have the fence moved. I am not sure sending the same company that did the floor will give us an honest outcome to the floor as they will have to admit that they did not prep the concrete correctly for install, but I am willing to give it a try. There is also no solution for the front part of the yard that was never finished. Although, Olesouth does not own the property, Olesouth is in fact keeping me from purchasing it. I have contacted a realtor and they have said that the lot is promised to Olesouth. Olesouth does have the power to allow me to purchase and I would be interested in doing so from the current owner if it is possible. If they are refusing to let me purchase it so they can make more money then there isn't anything I can do about it I am just one guy and do not have the resources to argue. I do accept the survey and the floor inspection, but will click no, because the unfinished lot wasn't addressed and I have concerns about the floor company. I am feeling better that we are communicating about it and I appreciate everyone's time. Business Response /* (4000, 15, 2021/12/01) */ We have contacted the homeowner and a meeting has been scheduled for next Tuesday, December 7 at 12:30. The surveyor will be there, along with the flooring manufacturing representative and flooring installation manager in the event that minor repairs or adjustments can be made on site. Consumer Response /* (2000, 17, 2021/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am happy that they have reached out to me and we are now working towards getting this taken care of. Hopefully we stay on the right track, thank you for your time.

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