ComplaintsforGehan Homes

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed on my ********** home Oct'2020. Within two months of moving the master bathroom sewage backed up in the toilet, tub, and shower. I immediately contacted the warranty company for repairs. The repair was fixed at that time. Fast forward to two years later I am $12,857 in the hole because not only my master bathroom but my guest bathrooms are not leveled and has caused multiple repairs for me to fix because the pipes were installed incorrectly.

  Business response

  06/25/2024

  our team is contacting the customer as this is the first time that we have been made aware of the situation. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid half of the ******* money to purchase a Brightland home but the second half of the ******* money didn't go through because of insufficient funds. I notified the Sales Manager and told her that I will not be proceeding with the purchase and requested the first half of the ******* money to be refunded(my realtor also requested the refund in writing) due to insufficient funds and the Sales Manager stated that that is not a reason to get the refund for half of ******* money that has been paid and that it would not be refunded but when my Realtor spoke with the Lender they said that they could issue a letter to be able to receive the refund due to insufficient funds for the ******* money because they had not received the contract from the Sales Manager/Rep.

  Business response

  06/17/2024

  Per the sales contract all monies are non-refundable, and the claim that the mortgage company would issue a letter of denial is false as the borrower still qualifies for the purchase. Our position remains in accordance with the sales contract and all monies are non-refundable.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I closed my home with then Gehan Homes on Dec20, 2021. I submitted my **************************** Nov 2022, but most of the issue mentioned in the warranty request has not been taken care till date. The warranty team representative just keep on telling me that all he can do is send email to the person/bring up issue in meeting but after that I don't get any response. One major issue is front beam is pulling out of the wall. I observed this issue within ***** days of closing the house and I showed it to my project manager named ****. He confirmed that this is framing issue and suggested me to put it in the **************************************** that it will be taken care. When warranty representative came for inspection on April 20, 2023 he also confirmed that this is framing issue. Since that day I have been waiting to get this major issue fixed.When I called warranty representative last week on May 7, 2024 to ask about this issue, he said that area manager is not approving to get this repaired. I am shocked to hear this response from him. Firstly your manager suggested me to put in warranty request and then you made me wait for 1.5 years and now you are saying that you will not fix this issue. This is beyond my imagination.I want this and all other issue to be fixed at the earliest.

  Business response

  06/03/2024

  Dear BBB,

  Thank you for taking the time to send this over, and for the time allowed to respond.

  We are currently in contact already for repairs of items considered 'warrantable' - per the warranty coverage guidelines. Regarding the beam concern noted, this is being checked out by an inspector and framer to assist as best as possible!

  We're thankful for the opportunity to respond and please have a wonderful rest of your day!

  Brightland Homes

  Customer response

  06/03/2024

  I am rejecting this response because:  

  I have not heard anything from builder on beam issue yet. 
  The other issues have been pending for approx 1.5 years now. I will happily accept the response when all my issues are fixed. Thanks.

  Business response

  06/03/2024

  Good afternoon,
  Thank you for the reply.
  
  Again, per our last response,we are currently in contact for the items considered 'warrantable'. For this beam concern, that was already denied prior and is not covered by warranty,we are getting this checked as a courtesy measure by an inspector and framer. 
  
  *All warranty coverages are already established and presented in the Warranty Coverages Guidelines booklet;presented in convenient categories/subcategories for ease of lookups! Please also find a sample copy of this attached, for proof of coverages.
  
  Thank you again for the opportunity to respond!
  Brightland Homes

  Customer response

  06/06/2024

  I am rejecting this response because:   
  

  I will wait to hear back on the issues.

  Customer response

  06/06/2024

  I had a talk with warranty team representative today evening and he confirmed that they are looking into the issues.

  So I am happy to close the case for now, but will reopen later if the issues are not resolved.

  Customer response

  06/06/2024

  Just to confirm on Beam issue, the warranty representative confirmed that they are working with framing company to get it replaced.

   

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 7, 2024, our main sewage line clogged, resulting in the flooding of our master bedroom and bathroom with sewage.

  Business response

  05/14/2024

  Brightland Homes has been in contact with the homeowner since the incident occurred 5/6. Management has been in contact as well as the **************** Manager and homeowner have been in constant communication.Management and **************** manager are set to meet with the homeowners Tuesday, 5/14/24. Remediation and repairs have been taken care of and or scheduled.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had home built new from Gehan and moved in home in March of 2018. This year noticed mold growing in ceiling of garage. Called to have roofing company investigate, they said the flashing was installed incorrectly at the build and to notify the builder. Did so and they said they would send out another roofing company. Company and supervisor came out and inspected and agreed it needed repair due to flashing issue, they would come repair the next day. They did not come, called to inquire and was told they were told to cancel for now on the repair. Contacted ******************* and Gehan and he said he was aware they were not coming due to the issue being caused by improper ongoing maintenance and not a building issue. They would not assist in repairing. Roof is continuing to leak and mold is growing in home due to this issue. Have write up from the first roofing company with pictures displaying the issue. Gehan/******************* said flashing would shrink and expand but was told it would not shrink to the extend to cause this damage. Gehan unwilling to fix their issue.

  Business response

  05/13/2024

  We have meet with the homeowner and our 3rd party roofer did an inspection. the inspection dertermined that the leak is not a result of install but due to the roof not being maintained over the past 5 years and was found not to be warrantable. 

  Customer response

  05/13/2024

  I am rejecting this response because: we have had, after this initial complaint, another roofing company come out to look at repairing the leak. They confirmed, in their words "without a doubt this is the result of the builder cutting corners and they are responsible". There have been 3 separate repairs done to fix the leak but there is still a leak in the roof. This is causing mold growth as well as damage in the attic and garage. The third roofing company said at this point, due to the over time not waterproofed area of the "dead valley" caused by Gehan hiring workers that got the job done "cheaply" and did not correctly install the waterproofing, we will have to have the roof replaced. 

  Business response

  05/15/2024

  our position remains the same. 

  Customer response

  05/15/2024

  I am rejecting this response because: multiple professionals disagree with it. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have multiple warranty items that remain outstanding after coming up on a year of waiting. I have been told over and over that something was going to be scheduled, or was scheduled, only to never see any contractor show up. I had gutters fixed and installed on the house that are unpainted, and the builder has promised to do so for 9 months. I have settling that has caused dangerous voids under concrete that I was told Brightland homes was going to fill when the weather was warmer, only to be told they didn't have a contractor to do the work when it was warm enough. I got a quote and offered to have it fixed myself if they would reimburse, and I received no reply. Issues outstanding for almost a year include the following - 1) Fence settling causing drainage against the house 2) cracked foundation on garage 3) unpainted gutters.

  Business response

  05/14/2024

  we are working with the homeowner to resolve this matter. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We built our first home through Gehan or Brightland Homes. I will never recommend this builder to anyone. ******************* was our project manager. He consistently lied to us during the process and made excuses for poor workmanship. There was no quality control in place. We had the wrong bricks on our house, damaged flooring, misaligned tiles, a damaged driveway, and damaged drywall, etc. The house was built in 2 months after they sat on it for 10 months. I went up the chain of command to get a resolution, but everyone, from the regional manager to the vice president, brushed off the issues. This company is not honest. I spoke to neighbors who worked with *****, and they all had the same experience. Avoid this company at all costs.

  Business response

  04/15/2024

  we are working with the customer to address their concerns. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 5, 2024 I hired a home inspector to inspect my new home for the 11 month warranty and provide me with his inspection results. On May 7, 2024 submitted warranty claims for items that were improperly constructed during the build of the house to include missing side panels and a missing wood panel in the actual roof.In addition, the inspection found the shower floor had a crack in four of the tiles that need to be replaced as water is seeping into the floor pan. My Inspector looked at the tiles , collected the facts and came to professional opinion that the crack in the tiles were caused by improper laying of the towels during installation. When I brought this up to the on-site Brightland homes formally gehan homes construction manager he immediately disregarded my claim by telling me that the crack was due to settlement . I asked on multiple occasions messages for him to provide any documentation of facts that he used to come to the conclusion that these cracks were caused by settlement and not by improper installation. The construction manager ignored my previous attempts to contact him and has ignored my request for additional info on the claim. This is very unprofessional as I am a customer and should be treated with the some respect , in addition, as a company, responses to customers, inquiries, should always be replied to, and not purposely ignored. I own multiple houses with multiple builders and this is the first time that the customer service is this bad when dealing with a builder . It has been over a month now, and this claim still has not been resolved. The construction manager blatantly continues to ignore my repeated attempts to receive any justification on his reasoning for denying the claim, and it still has not officially sent me anything in writing, denying the claim, only phone calls. This should be fixed by Brightland homes under warrant and the construction manager should be advised on proper customer service etiquette.

  Business response

  04/10/2024

  we are working with the customer to address their concerns.

  Customer response

  04/12/2024

  I am rejecting this response because:   No action has been taken to resolve this claim .

  Business response

  04/17/2024

  Our team has met with the customer and evaluated the tile and determined that the crack in the tile is a result of the home settling and is not warrantable. 

  Customer response

  04/17/2024

  I am rejecting this response because:   Gehan has provided no factual proof or evidence to support their claim of  the crack being due to settlement. They simply observed the tile and indicated that it was due to settlement, but provided no factual evidence to support that claim, nor have they physically inspected the tile .   All that occurred was a visual  observation and denial of my warranty claim . 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an issue with ********* they're refusing to fix their defects.I bought my house and moved into new home in December 2023. In total I have three trees, two of them in the backyard and one in front. The are newly planted trees and it is a second time these trees are falling. After I reported the problem to them first time, they asked me to submit a warranty claim, knowingly that policy doesn't cover landscaping.The trees are not planted deep enough, half of the roots are out, they put mulch on top to cover it and now every wind and rain taking these trees down.They sent a guy one time he added a stick and fastened the belt. Didn't' help.March 22, we had rain and wind one tree on the ground other two are about to fall.Called again, same answer "report to the warranty department" same answer "we don't cover" the builder's response" we don't control what covered or not by warranty."How many times I have pay to fix it? and most importantly, why I have to fix their poor job?Two choices either cut them down or re-plant them again. I asked if ******** will be fine with the idea that one of their newly build homes will have no trees at all? No answer.It seems unfair that I bought this house in good faith and fully paid for it to find out that they are masking the defects and refusing to fix their shortcomings.A logical question would be what else is covered with mulch that I don't know yet?According to my research:" In ***** the builder is Generally Responsible for any defects or damages that occur to the construction for a period of four years from the date of completion that would be considered the Standart Breach of Contract or breach of warranty claim."I made a complaint to the ****** of ******** General ******************* as well.

  Business response

  04/03/2024

  Were sorry to hear that this homeowner is having issues with the trees planted during construction of the home. 
  
  As mentioned by the homeowner, there was a storm on March 22 that caused a considerable amount of damage in that area, and specifically in that community.  There were 3 homes under construction, from 3 different builders, that were destroyed by the winds and 2 of them had to be demolished.  There were also multiple fences damaged due to high winds and/or rotating winds, so this is not an instance of the trees falling over under any type of normal circumstances. 
  
  It is not possible for us to warranty against events like this, so we informed the homeowner that the trees were not covered under warranty.  Our position remains the same, this unfortunately is the responsibility of the homeowner.
  

  Customer response

  04/03/2024

  I am rejecting this response because:   

  The builder chooses to forget that it is not a first time this happened, unless it is constant storm that happening only on their builds.  They can blame the weather all they want but the simple fact is poor quality work. As they noticed this is not only my home this is the quality they provide all over. 

  Maybe then they can explain why the roots of the trees are ON the ground and not IN the ground? 

  Maybe they can explain why my iron gate is coming apart. Missing bolts is that a part of the storm or bad job?

  Maybe they can explain ***************** from the window panel is it the weather or poor quality?

  I feel that when they ask high price, they should understand that it requires high quality.

   

   

   

   

   

   

  Business response

  04/11/2024

  We understand the frustration with the trees, but this is not a warrantable issue. 
  
  It is true that the homeowner brought to our attention in January, two trees that were leaning.  We explained at that time that this was not warrantable, but we agreed to straighten them as a courtesy to the homeowner.  If the trees were not planted in accordance with our procedures, then we would certainly take care of it, but we are not able to warrant landscape items that are affected by acts of nature.  This area often experiences strong winds, which can lead to these types of issues, and the March 22nd storm was just an extreme example of this. 
  
  We are not able to accommodate the request for replacement.

  Customer response

  04/11/2024

  I am rejecting this response because:   

  If the trees were not planted in accordance with our procedures...

  What is the procedure 2 inches deep and bag of mulch?

  Can you please provide a proof that they were planted deep enough?

  Two days ago, all of my trees on the ground again I checked around all my neighbor's trees fine.

  By the way adding additional stick to one tree didn't help and call it common courtesy to the homeowner is laughable.

  You know very well that it is a poor-quality job, and it is absolutely your shortcomings.

   

   

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had an 11 month inspection done FEB 19. I talked to someone at the warranty **** and was basically told to read my warranty and only file what's covered. My question was to certain things like cracks. I never said cosmetic. He told me that NO cracks are covered, go read my warranty then file a claim. If I file something not in my warranty they will deny claim. so I wasn't gonna add the crack he called joint separation cause I don't want them to discard my whole claim. but I got irate and he finally admitted that under certain circumstances cracks ARE COVERED. I assume the one my inspector pointed out falls into that category (he deals with inspections and warranties for a living). SO IF I HAD NOT PUSHED THE ISSUE HE WOULDVE KEPT THAT INFO TO HIMSELF. THAT SHOWS HOW THEY OPERATE AS A COMPANY. I have a gas leak or a vent hood that was connected wrong blowing gas back into my house but I don't know under what section to file it because the rep told me to read my warranty...I guess he'd rather not help a customer in the hopes I mess up and they can deny my claim...especially when I'm close to the end of my 1 year. I'm gonna have to pay somebody to show me how to file a gas leak claim and how to read an inspection report and apply those terms to warranty claims cause brightland would rather not get involved

  Business response

  02/28/2024

  we are working with the homeowner to address their concerns.

*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. ↩