Complaints

This profile includes complaints for Scott Felder Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Scott Felder Homes

  6414 River Place Blvd Ste 100 Austin, TX 78730-1158

  
• 

  Scott Felder Homes

  16103 Via Shavano San Antonio, TX 78249-2378

  

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:10/30/2024

  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.

  Purchased a Scott Felder home in April 2024. Home is 9 years old and still covered by **************************************** October 2024 contacted Scott Felder regarding structural damage. Stone pillars attached to the house have separated from the house. ******* decided its not structural or poor workmanship and refused repairs.

  Business Response

  Date: 11/08/2024

  Scott Felder Homes is empathetic to the homeowner's situation.   SFH dispatched a customer service representative to meet  *** and Mrs. ******** on site to inspect.  Although the issue is not considered a structural defect defined by the warranty administrator, Professional **************************** (****),  SFH and the homeowners have agreed to a corrective action for this issue that  is acceptable to both parties.

  Customer Answer

  Date: 11/11/2024

  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.
  
  Regards,
  
  ** ********

• Initial Complaint

  Date:09/30/2024

  Type:Order 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.

  My wife and I began the process of building a home with Scott Felder on August 19, 2024, after meeting with a salesperson at their ********* location. The company requested $2,000 to initiate the process. Throughout our discussions, we were led to believe that certain features were included, that our reserved lot was a premium one, that the company could meet our timeline, and that we could withdraw within a specified period and receive our ******* money back if needed. However, the company withheld critical information about a delay that would have prompted us to pull out earlier, misrepresented several details about the lots features, and, without our consent, switched our loan from *** to conventional. These actions left us with no choice but to cancel the contract and seek other options. The lack of transparency, particularly regarding the actual appearance of the lot and the unapproved loan change, was especially concerning for us as a newly married couple managing the process from another state. When we noticed the change in loan type and brought it up, we were told to "just sign it." Even after we canceled within the allowed time frame, the company refused to honor their own terms, stating that "Scott Felder does not give ******* money back." They also claimed to have used our ******* money to secure permits for the lot, despite us having canceled the contract. Normally, I would handle such matters privately, but the experience was devastating, especially after we had placed our current home on the market with the expectation of building a new one. Seeing my wife in tears during our flight home, with our hopes of a new home dashed, compelled me to share this. I hope that by doing so, we can prevent other couples from enduring the same heartache and disappointment.

  Business Response

  Date: 10/10/2024

  At Scott Felder Homes, we take pride in our BBB rating and accreditation. Weve reviewed the complaint and note that it lacks specific details that would help us address the customers concerns. Importantly, none of the issues mentioned were discussed with our Sales Professional before the cancellation request.

  We believe we have adhered to the terms of the Sales Agreement signed by the customer on August 26, 2024. The Agreement outlines all plans, features, and specifications, with specific pages initialed or signed by both parties.

  To resolve this matter amicably, we are willing to waive our right to request additional information regarding the complaint. In exchange, we will return the $2,000 ******* money if the customer agrees to withdraw the complaint and remove any erroneous remarks.

  Thank you for your attention to this matter.

  Customer Answer

  Date: 10/23/2024

  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.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:12/26/2023

  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 our new home on 9/23/2022. First, this was 4-7 months behind what we were originally told, this cost us thousands of dollars. We swallowed that pill. The main issue is we've been living in an absolute nightmare and construction zone since we closed on our house with no end in sight. Scott Felder Homes (SFH) constructed a poorly built home that was not representative of what we were sold and now they continue to push back on making it right including not following what is stated in the warranty, inspections and agreed to in writing. Our walls are not straight, our floors are not level, our stairs are not level, the stucco is 2 different colors, our garage doors are damaged, the list goes on. Our patience is running thin and there is no accountability on SFH's end. They should be absolutely ashamed of the home they built and how we have been treated since. We've lived without a complete master bathroom for almost 6 months now of the 15 months we have owned the home. We had a 1 year inspection completed which added to our original list of items, SFH disagreed with some items and brought in their own inspector which validated everything we said. Which brings us to today, SFH disagrees with their own warranty manual and what their inspector confirmed on multiple issues. Additionally, SFH cut corners on the original plans and what was portrayed to us. Per the architectural plans, the exposed foundation of our home is not to exceed 12", ours is over 4 feet in places. We are also missing a support beam to our 3rd car garage, which was confirmed by the plans and again by their inspector. These 2 items are misrepresentation and we have asked multiple times to be compensated. SFH's answer to the foundation was to paint it. First, doubt our HOA would allow that and that is ridiculous. We would be the only people with their foundation painted because of negligence on behalf of the builder. Shame on SFH for continuing to argue. Deliver the home that was sold to us.

  Business Response

  Date: 01/02/2024

  Scott Felder Homes is in receipt of the claims submitted. SFH sincerely extends apologies to the ****** family for any actions or engagements that have caused inconveniences and frustrations.  SFH has a customer service team dedicated to this home warranty. SFH is committed to resolving any warrantable issues, and correcting any warrantable defects to be brought within the standards set forth from ****, the home builder limited warranty provider.  SFH will continue to be in communications with the *******, as well as consultations  with PWSC on claims as needed, in hopes to provide a full and satisfactory resolution to this matter.

  Customer Answer

  Date: 01/03/2024

  Complaint: 21045790
  
  I am rejecting this response for multiple reasons. First, SFH really does not care. Since we closed on our home 15 months ago, we still have a condition to close item (master shower) that remains unresolved. SFH has made it their mission to make us miserable. Second, SFH is not abiding by the warranty in certain instances, items we also have in writing and items portrayed to us in renderings that we were sold that were not delivered. The inspector they brought in has confirmed everything, yet SFH continues to push back. Specifically the following items per their email to us on 12/21/2023.
  

  Items that SFH is not in agreement to address or the scope offered to remedy is stated below:

    - Item 1-Foundation exposure we are offering to paint the foundation to match the exterior paint and or trim colors
    - Item 2-We will not be re staining the flatwork pertaining to the driveway and front porch
    - Item 3-We will not stain the outside wood steps-we will replace only steps and or boards that have been damaged from construction activities
    - Item 4-We will not stain the outside landing that was performed after the home has closed.
    - Item 5- We will not replace the garage door(s) but we will have them repainted to include the trim detail surrounding both doors.
    - Item 6- We will not add the 3rd car support missing from the renderings see page 3 of 53 stated this facet is unnecessary, though it shows in the elevation, it is unfeasible to install.
    - Item 7- Seybro front door we will do an onsite refinish and will not replace the door.
    - Item 8- Vinyl flooring will address humps, ridges in accordance to report that fall outside the guidelines on page *****. Please note on page 4, Coverage limitations, we cannot be responsible for color variations and or shade variations and will not replace the entire floor to match the shade.
  

  Item 1: per architectural renderings exposed foundation is not to exceed 12", yet we have places of exposed foundation that exceed 4 1/2 feet. SFH cut corners and wanted to save money. They misrepresented the final product to us, one that was not delivered, which is misrepresentation. We have requested multiple times to be compensated for this.

  Item 2: This is a warranty item and the driveway and entryway have been damaged by their work crews. We also have this in writing that they would complete, but now say they won't complete this.

  Item 4: We also have this in writing that they would complete this. Our neighbor's landing who also own a SFH is stained the same color as their driveway. Additionally, SFH had to add additional steps after we closed because the steps were out of code with the drop to ground exceeding 14"

  Item 5: This is also a warranty item and confirmed by their inspector. The vinyl is damaged and needs to be replaced. Additionally, one of the garage doors was damaged due to SFH not securing the track correctly which resulted in the door coming off of the chain. The vendor has told us multiple times that SFH needs to special order the doors in black instead of installing white and then painting. He stated that the issues we've experienced would be avoided if they did so. We've also let SFH know that we would be ok with wood doors without windows installed as a secondary solution.

  Item 6: Again this was portrayed in the renderings and SFH neglected to install or chose to cut corners and not do so. Again, misrepresented the final product to us that we were sold on. We have requested compensation.

  Item 7: This is a warranty item and has been damaged by SFH's work crews. If they can refinish the door to look new, we are ok with it, but were previously told by SFH's warranty team that the door would likely be replaced. Additionally, both doors on our 1st level do not close completely and the front door frame is cracked. These are items that have been disclosed to SFH for some time now.

  Item 8: This does not address the 1st floor in all rooms not being level as well as the 2nd floor. SFH has previously replaced multiple areas of the vinyl flooring and they continue to have issues. Last time the planks that SFH replaced were not the same color and they brought out the vendor. At this time, they stated they would replace to match, but now are pushing back on that as well. But again, the main issue not being addressed here is the floor not being level which will continue to cause issues if they do not address that prior to replacing the areas that have humps, dips, etc.

   

  Regards,
  
  *********************;
  Regards,
  
  ***********************

  Business Response

  Date: 01/12/2024

  Scott Felder Homes will take these comments into consideration and into further review. As previously stated SFH has a customer service team dedicated to this claim. SFH is committed to resolving any warrantable issues, and correcting any warrantable defects to be brought within the standards set forth from ****, the home builder limited warranty provider.  SFH has been, and will continue to be in communications with the *******, as well as consultations  with PWSC on claims as needed.  This includes the specific items mentioned in the rejection response. SFH would also like to extend gratitude and appreciation to the ******* for making available their time and providing availability access to their home to make necessary warranty corrections.

  Customer Answer

  Date: 01/16/2024

  Complaint: 21045790
  
  I am rejecting this response because SFH continues to avoid and not respond to multiple items including:

  1. Per the architectural renderings and what was sold to us, the exposed foundation was not to exceed 12", we have places where it is over 4 1/2 feet. They misrepresented this to us and we have requested compensation, specifically the cost of the stone that should have been installed.

  2. Per the architectural renderings and what was sold to us, the 3rd car garage door stall was supposed to have 2 posts, SFH only installed one. They misrepresented this to us and we have requested compensation.

  3. We have in writing that the driveway and flat work was supposed to be re-stained. The driveway has been damaged by their work crews and is a warranty item, yet SFH continues to say they are not going to re-stain the driveway or stain the flat work in the back of the house that was never completed.

  There are many issues in addition to the above items that are being worked through, we have a long way to go to rectify a long list of warranty items. 

  
  Regards,
  
  ***********************

  Business Response

  Date: 02/23/2024

  Scott Felder Homes customer service teams continues to work to make repairs and corrections to the warranty items submitted.  A team is dedicated specifically to this home for facilitating the necessary work.  SFH would like to sincerely thank the ****** family in this matter for their continued patience, civil disposition, continued availability for access, and accommodation of scheduling for these repairs and corrections to take place.

  Customer Answer

  Date: 02/28/2024

  Complaint: 21045790
  
  I am rejecting this response. Yes, *** continues to work through the items, however, most repairs have to be redone multiple times and the quality of work has been subpar. *** needs to do a better job of project management and checking completed work to make sure it is done correctly. I personally am taking time to check the work and relay to the *** team that something either isn't done correctly, something was missed, or the work was lacking in quality. This included getting on the roof to check on items. This should not be my responsibility. Additionally, we have a long ways to go to complete all items, we are ready to live in our home. *** recently painted our garage doors, but they were the wrong color, they were redone but you can still see a combination of brown and black paint, our doors are supposed to be black. *** also chose to only paint the garage doors and has not fixed the vinyl as per both inspection reports, we want fully functioning garage doors that are the correct color and with all items fixed. We have suggested an alternative of wooden garage doors, but have not heard anything. To reiterate, we want all items in both inspection reports to be fixed correctly with quality work. As previously stated, we are open to settle on some items. Finally, *** response continues to ignore the items misrepresented to us and items previously agreed to.

  The misrepresented items are the exposed foundation and missing support beam to the 3rd car garage. Previously agreed to items are re-staining the driveway that has been damaged by their work crews and staining the flatwork in the rear of the house to match.

  
  Regards,
  
  ***********************

  Business Response

  Date: 03/22/2024

  Foremost, SFH  wants to express again sincere appreciation to the ******* for their continued cooperation, tolerance, and patience as corrections are made in their home.  We are grateful to them for their sacrifice of time to accommodate access and scheduling for repairs.   SFH has a dedicated customer service team specifically assigned to this home and project, and will do our best job at providing quality control oversight.  We will continue diligently  to correct items covered by PWSC warranty guidelines.  SFH will correct garage doors as noted in inspection report.  SFH will not change the doors to wooden cedar doors.  A resolution has been made in regards to staining of flatwork and that work will be performed at the end of project.  SFH will continue to review with the ******* in regards to the items listed as being misrepresented of the exposed foundation, and support detail drawn at 3rd bay garage.

  Customer Answer

  Date: 03/25/2024

  Complaint: 21045790
  
  We appreciate that SFH is thankful for our time and patience, but our patience is running thin at this point. We are not even halfway through the list of repairs per both inspection reports and minimal work is being done. Work that has been done typically needs to be redone multiple times. Our downstairs guest bathroom has been torn up for two weeks now. My mom was in town this past weekend and we didn't have access to that bathroom for her, to say this is a huge inconvenience is an understatement. Why was this bathroom torn up if the new supplies (tile) was not available for the repairs? Poor planning and project management. The garage doors were not fixed per the inspection reports, SFH chose to blatantly ignore the inspection reports regarding the warped vinyl/windows. SFH repainted the doors the wrong color at first, then repainted the correct color, but now there are multiple places with two different colors of paint. So in our opinion and per both inspection reports this item has not been resolved. Fine if SFH will not replace with the solid black wood garage doors (although it seems that this would immediately solve this item), but they need to address the paint issues and warped vinyl/windows. We have now been in our home 18 months, 5 months since both inspection reports performed and we are not even close to being able to live in our home, a home without major flaws/construction issues, worker free. SFH is not prioritizing our home and does not care about the inconvenience this has and continues to cause our family. Seems that they should be able to focus on our house and complete multiple items at once instead of focusing on one and performing minimal work for two weeks because you did not plan to have materials on hand to complete the work. The rest of our claim in regards to misrepresentations stands true. Again, we are open to alternative solutions and SFH should be as well. We will continue to make our home available and work with SFH to get our home to one in which we were sold and look forward to the day we are able to do so.
  
  Regards,
  ***********************

  Business Response

  Date: 04/04/2024

  SFH understands the frustration and inconvenience that the process of these repairs has caused.  In regards to the garage doors, SFH will replace with new.  SFH will continue to work diligently to complete the warrantable items as quickly as possible.

  Customer Answer

  Date: 04/12/2024

  Complaint: 21045790
  
  

  There is no way SFH could possibly understand what we have and continue to experience. We have now been without use of the downstairs guest bath for over a month and it still isn't completed. Barely any work was completed this week. My mom came to town two weekends ago and she had to use our bathroom. How embarrassing for us to have guests and they can't use the 1 guest bathroom downstairs...and this is a newly constructed home. SFH is not working diligently on the repairs and hasn't from the get go, this is not a priority for them. We haven't even moved to the 2nd floor of our house yet. We are ready to live in our home, construction free, but can't because of SFH's continued lackluster work and negligence. Great that SFH is finally agreeing to install new garage doors, I do hope they bring a solution that won't end in the same predicament with the windows, as previously mentioned, wood garage doors would solve this problem once and for all.

  
  Regards,
  
  ***********************

  Business Response

  Date: 06/26/2024

  SFH would like to again thank the ******* for their continued cooperation while working through corrections on their home.  The dedicated team assigned to this home have made progress in several areas of concern and will continue to do so for current and future items, to bring these within industry standards and tolerances as spelled out by the warranty provided to the ******* at closing,through PWSC.  SFH has remained committed to this process and will continue to do so with the Tetters. As previously stated, SFH will replace the garage doors as promised, to the same product at which the home was contracted and closed and will not be installing cedar doors.  SFH will continue to review with the ******* any remaining items deemed not complete and work to resolve those and correct them to within industry standards and reflective of the contract of the home for materials used.  While some of the corrections being made are lengthy in nature, SFH will continue to work with the ******* schedule to accommodate future corrections.

  Customer Answer

  Date: 07/08/2024

  Complaint: 21045790
  

  We continue to reject this response from ***. We have no other choice but to "cooperate" at this point. We have been living in h*** for going on two years now. The warranty work / repair work has now come to a complete stop because *** has decided to file an insurance claim against their vendors, which is absolutely ridiculous. *** had complete oversight on this project as they are the BUILDER and had a Superintendent overseeing the home construction. *** is fully responsible but will not admit that they built a subpar home, one in which is far from being fixed and that they misrepresented certain features of the house and continue to argue certain items even though their own inspector agreed with our inspectors report. Yes, they have made some progress but I would hope that would be the case after almost 2 years but we are far from a finished product. We have stated multiple times that we are open to FAIR compensation on certain items, compensation that reflects the diminished value of the home, future costs associated with us having to pay/fix on our own, compensation for any housing that may be needed, compensation for our time that we have given up repeatedly to go over lists again and again, meet again and again, etc. *** has also damaged multiple items in our house, including a piano my wife received as a gift from her now deceased grandparents because of their workers complete disregard of our property and recklessness. 

  In regards to the garage doors, the vendor has told us repeatedly that if the same door is installed and painted that we will continue to have issues. *** originally told us that they do not install the cedar doors in our neighborhood, but that is not true. At this point, arguing about not installing cedar doors is absolutely ridiculous. The cedar doors would solve all problems but *** doesn't care. Doesn't care about making decisions to solve problems and doesn't care about us. We paid for a home that has many issues, areas of the home we have not had access to for months at a time. I've asked for management to come take a look for themselves and that request falls on deaf ears. SFH should be absolutely ashamed of how we have been treated and continue to be treated. This all needs to be expedited going forward. They asked us to line up movers, we did. Asked us to look into an ******, we did. Then said they can't move forward and all of a sudden direct blame elsewhere. We continue to pay our mortgage payment in full each month for a home we have not been able to enjoy, not decorate, not have full access to. Again, this is going on two years. SFH should be ashamed, but they do not care. Never have, never will. SHAME ON THEM!

  
  

  Business Response

  Date: 07/31/2024

  *** remains committed to its customers satisfaction, and continues to stand behind its product.  *** continues to work with the owners on these concerns and update them accordingly on each item submitted for consideration.

  Customer Answer

  Date: 07/31/2024

  Complaint: 21045790
  

  SFH has never been and continues to show that they do not care about our satisfaction. We are going on two years since we closed on our house and no work has been completed in two months. *** built an inferior product with many defects and now is trying to place blame on their vendors. You really can't make this stuff up. We continue to pay a full mortgage payment, property taxes, insurance, etc. on a home that was not built to the condition in which we were sold. We still have an almost 2 inch "step" from our luxury vinyl in the hallway to the tile in the downstairs guest bathroom. It is the first thing people see when they walk into our home, it has been this way since March, nearly 5 months ago.

  We continue to stand behind our statements: That the inspection reports prove SFH built an inferior product and misrepresented multiple items to us, the continued breach of contract for not completing warranty work in a timely manner (may I add acceptable work, because they typically need to redo each item multiple times) or acceptable cash settlements in lieu of. They took what was supposed to be an exciting process/experience and have made it an absolute living h*** Yet, they stand behind their product....you can't make this stuff up.

   

  Regards,
  
  **** *******

  Business Response

  Date: 08/19/2024

  *** would like to reiterate that we are trying to address the ******** concerns in an orderly and responsible manner, according to the *********** Warranty.

  Customer Answer

  Date: 08/20/2024

  Complaint: 21045790
  
  

  They aren't concerns, they are home building issues that all fall under the warranty, which ***'s inspector confirmed and nothing has been done to address them in over 2 months now and we just sit here waiting, going on 2 years. We did receive a letter from ***'s attorney now questioning many of the issues which again fall under the warranty, this was the statement made at the end of the letter: "Many of the items on this list are cosmetic in nature and do not affect the structural integrity of the home. Despite this, *** has agreed to extensive repairs in the interest of avoiding additional conflict in resolving these issues"

  This statement further proves that SFH doesnt care about their customers or the condition of home they deliver. Kind of shocking that they would consider the fact that both the 1st story and 2nd story aren't level in our house to be a cosmetic issue, same goes for our stairs from 1st floor to 2nd floor that are cracked and not level. I can go on and on, but this does not change the fact that each and everyone of the issues with the house falls under the warranty or was misrepresented to us at time of sale. All documentation has been provided multiple times.

  Warranty items either need to be repaired or fair compensation provided in lieu of repair.

  We want the home that matches what was sold to us and the home we paid for two years ago. We held our end of the bargain and now it is time for *** to do the same. They cut corners when they built our house and are still trying to cut corners with the warranty work and/or low ball compensation offers. 
  
  

  Regards,
  
  **** *******

  Business Response

  Date: 09/24/2024

  *** continues to work with the ******* to identify the complaints so that an agreement can be reached on repairs.  The ******* correctly quote from an extensive and detailed response from *** that highlights several areas of agreement and offered repairs, as well as several areas of disagreement in terms of warranty coverage or the scope of repairs.  To suggest that a dispute over warranty coverage or the scope of repairs proves *** doesnt care about their customers ignores the fact that *** has been attempting to satisfy the ******* concerns for quite some time and continues to do so.  It bears repeating that many of the items on this list are cosmetic in nature and do not affect the structural integrity of the home.  Despite this, *** has agreed to make extensive repairs in the interest of avoiding additional conflict in resolving these issues.  Whether the ******* choose to accept SFHs reasonable offers of repair or settlement remains to be seen.

  Customer Answer

  Date: 01/08/2025

  Complaint: 21045790
  
  

  We wanted to provide a statement that better reflects the status of our ongoing Better Business Bureau complaint against Scott Felder Homes. Although the Better Business Complaint is now closed, this matter is far from being resolved and we have been left with no choice other than to further escalate and hire legal counsel to represent us going forward. Scott Felder Homes continues to argue and bully us against all outstanding issues that do not meet the performance standards of the warranty, misrepresented items and not adhering to the contract that was executed by both parties. Throughout this entire ordeal, now going on 2 years, we have lived in a construction zone and not had access to multiple rooms of our house for months at a time. We havent asked for anything other than our home to meet acceptable performance standards as outlined in the contract and warranty. Unfortunately, our home is far from meeting these standards. We held up our end of the contract, Scott Felder Homes has not. Scott Felder Homes walked away from our home and the open items in May 2024, leaving us with a home that would not pass code, a home that has caused injury to guests, a home that we are unable to use in its entirety and a home that has caused an immense amount of suffering and stress to our family since we closed on the house on September 23, 2022. 

  
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:08/11/2023

  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 construction home from Scott Felder on 1-31-2019. Installed in the home were 2 Trane XR HVAC units. The units were installed in the new construction home on 7-7-2018. Although the units were installed in (****) the warranty was to begin on the purchase date of the home (****). The Trane units I now now, came with a **** limited warranty which states**** Limited Warranty goes into effect for units that arent registered or were registered more than 60 days after installation. It covers parts that might fail due to manufacturer defect, but not the labor to repair them. In most cases, this warranty lasts five years, but length of coverage may change depending on the productunless the units are registered, and then the coverage is as follows ****************** Warranty lengthens the term of your warranty if your product is registered within 60 days of installation. It covers the cost of parts that might fail due to manufacturer defect, but not the labor to repair them. In most cases, this warranty lasts for 10 years, but length of coverage may change depending on the product.I want to know why Scott Felder Homes did not register my units?and what they are going to do to correct there negligence? I have already had one unit fail due to an Evaporator Condenser which cost me $1100.00 to repair.

  Business Response

  Date: 08/17/2023

  SFH strives to provide reliable, timely, and courteous service when our customers need.  The SFH customer service team has contacted the homeowner and is conducting a systematic review of the claim to pursue an amicable resolution for both parties.
  

  Customer Answer

  Date: 08/24/2023

  Complaint: 20452909
  
  I am rejecting this response because: Although I was contacted by Scott Felder Homes and they mentioned a couple of avenues to extend the warranties on my HVAC units that they were working. However, this was a week ago on Aug 17, and I havent heard from them since with a resolution. 
  
  Regards,
  
  *********************

  Business Response

  Date: 09/05/2023

  After doing our research and looking into the best possible avenue for ************ we have provided him with a resolution at this time. We hope this resolution serves as a meaningful one as we do care greatly about all our Homeowner's and want them to enjoy their home for years to come! We appreciate **************** patience as we worked towards a resolution in this matter. 

  Thank you,

  Scott Felder Homes

• Initial Complaint

  Date:07/27/2023

  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 closed on the home on April 27, 2023. Prior to closing, we executed 2 walkthroughs. The first walkthrough had the following issues: sprinkler system has a leak issue (some of the sprinkler heads were missing). The lawn was not in. Several windows were broken or had an issue with moisture leaking (the Master/Primary Bedroom window, the dining area window and the window above the front door). The Master/Primary Bathroom shower (accents chipping and still are; shower plate not secure on left shower head; tiles are uneven or loose); Master Bedroom (not sealed on one sink; chip on the other sink); No towel rack in the bathroom despite that being part of the description. In the kitchen; the backsplash behind the cooktop was not complete because the accent lighting under the cabinet was missing; the microwave was described as a built-in oven (30) but it was countertop microwave oven fitted into a space for a 30 microwave (which I have since replaced). The wiring for the place where the ovens are located does not accommodate a microwave and a double oven without the circuit being tripped. The door to enter the garage was damaged at the bottom (sealant was damaged). The garage door did not work because they failed to give us the openers. When we received the openers, they were not programmed to open the garage. The insulation in the front and back were damaged or broken). There is no drainage at the back of the house so when it rained (it did a lot that first several weeks), the landscaping in the back was uprooted and flooded. The fire alarm in the media room does not work properly (we had to disconnect it because it beeps constantly). The front door lock is difficult to open with a key (I could not open it but my spouse opened it with some force). It is difficult to lock the front door from the inside (It is notable that it is the only door that has potential access from the outside that does not have a double lock). The doorbell did not work because they installed it improperly. The description stated that it was wired for ATT but we had to wait two weeks for an ATT crew to pull a line to the house. Garage door sensor was damaged. We have been promised that we would receive a list of the issues we pointed out in a formal document. We have been the ones who have sent emails, text and phone calls regarding the continuous issues.

  Business Response

  Date: 08/02/2023

  Scott Felder Homes is committed to providing our customers with the most superior living environment possible so that our customers may enjoy their new home for many years to come, and protect their investment. Furthermore, SFH strives to provide reliable, timely, and courteous service when our customers need.   SFH has dispatched a customer service representative to meet with homeowners to review their concerns.   SFH will make any necessary corrections to any issue that falls outside the standard of tolerances or variances as defined by our 3rd party limited liability warranty program buyers acknowledge and receive at time of contract. In regards to the concern over the appliances used in the home, the appliance package installed is consistent with our standard features as reflected in our literature distributed to the customers at point of purchase.

  Customer Answer

  Date: 08/03/2023

  Complaint: 20381306
  
  I am rejecting this response because:

  That is not what has happened during the entire process  How does that explain the rude behavior by their construction manager and the manner in which he addresses us as well as issues.

  Regarding the appliances, all of the appliances were as explained in the information provided to us with the exception of the microwave oven.  I will not agree to any of the above statement.

  
  Regards,
  
  ******* And *****************************

  Business Response

  Date: 08/18/2023

  The *** customer service team has completed all of the agreed upon warranty items identified in an on site visit with the homeowners, with the exception of one.  That pending item is scheduled for completion on 8-24.  *** is hopeful that all parties now feel that an amicable resolution has been made in regards to this claim.

  Customer Answer

  Date: 08/18/2023

  Complaint: 20381306
  
  I am rejecting this response because:

  there are 2 items that need to be resolved. One of the items is to replace the damaged window in the dining area. The second item is compensation for the misrepresentation of an appliance that has been proven to a false representation. I sent information earlier demonstrating that there was not a 30 wall microwave installed but a 24 countertop microwave kitted out to fit into a 30 space. ** has said it will not honor the description of the oven. Therefore, it will appears there will be no final resolution. 
  
  Regards,
  
  ******* And *****************************

  Business Response

  Date: 08/25/2023

  SFH has been and continues to be in agreement to correct window in the dining room upon receipt.  SFH will continue to work towards an amicable resolution to the appliance dispute.

  Customer Answer

  Date: 08/25/2023

  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 understand you would like to close out of the original complaint. I will consider it resolved once I have received the credit you have offered. As I have communicated  to you multiple times, I did not expect to be compensated for the full amount of the in wall microwave oven that I purchased to replace the countertop version installed in the property. However, I did expect that ********** would demonstrate that they had looked at other properties where a in wall microwave oven was installed and compensate accordingly. 
  
  I am disappointed in this resolution but I have decided to accept it. It has cost me more in time and trouble than in this compensation.

  
  Regards,
  
  ******* And *****************************

• Initial Complaint

  Date:04/27/2023

  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 have oil spots popping up all over our home. We noticed this after the 1st year and they came and painted over the spots 2x for them to reappear. I emailed SF 2x first with no response then sent a follow-up email and here is their response: : "I can understand the concern you are having in regard to the oil spots. We have found that over time the best remediation is to prime the spots using an oil base kills followed with paint. Unfortunately due to the tenure of your home as we have the recorded close date being 2019 that is far too many years past the one year we are unable to assist being past the one year warranty and since the recent manufacturing concerns one being paint being rather difficult to match we are unable to assist in this request. Please understand this does not pertain to a structural defect other than minor cosmetic oils in the original paint that can easily be remedied following the process stated in this email. We have informed them after the fist years and we followed their lead in just painting over the spot, but now they are popping up all over the house. If the paint was a known issue they should own up to it and not want me to prime my interior home and repaint it.

  Business Response

  Date: 04/28/2023

  Scott Felder Homes has currently been in contact with the regional paint rep for PPG.  We will enlist his involvement and see if PPG can give any guidance to this situation.  The customer service rep was correct in stating that paint is not a warrantable item on a 3 year 8-month-old home.  While we appreciate all of our customers, we are bound to stick to the warranty coverage supplied to our buyers at the time of closing.  Hopefully by engaging the manufacturer of the paint we can come to some type of resolution and amicable outcome.   

• Initial Complaint

  Date:03/16/2023

  Type:Product 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.

  Scott Felder Homes are holding our deposit of **$34,500. They are refusing to return our money, even though we gave financial denial letter from top mortgage bank with reason. We sincerely hope that BBB would help us to get our money back in this tough economic condition. Please find below further details.We signed a contract with Scott Felder Homes in *************** community (************, **) in February, 2022. It was a spec home and estimated to be completed by 2023. We loved the location and were excited to make it our home.At the time of signing the contract, we paid US$ **** as ******* money and US$ ****** as commitment deposit. The purchase price was US$ *********. We obtained pre-approval from the ****************************** (Recommended by the Builder's sales representative, *************************) for the amount of US$ *******, with the condition of building cash to close for US$ *******, considering our cash-on-hand and 401k deposits.However, in the past year, a lot happened in our life. My father who was living overseas contracted COVID. He was fighting for life in ICU for a month. Unfortunately he passed away. The resulting medical and travel expenses have made me unable to build the deposit required for closing. My 401k deposits also reduced significantly due to economic changes.My wife and I are working in IT jobs on employer-sponsored ***** Due to changing economic conditions, my wife's employer has stopped all **** sponsorships. She will not be employed after the expiry until she finds another sponsor. My **** category doesn't allow spouse employment.Due to all these unfortunate events and economic uncertainty, our loan application with our preferred lender ***** of America) was rejected. We forwarded the rejection letter to ***** (Scott Felder's sales representative) who didn't accept it and refusing to refund our deposits. Kindly help us to get our deposits back. We can not afford to lose $34,500, which is a huge amount for us.

  Business Response

  Date: 03/20/2023

  While it is unfortunate that the prospective buyers chose to default on their contractual obligations and not close on the home, Scott Felder Homes had no choice but to retain the deposits.  It came to light that the buyers chose to purchase another house prior to the Scott Felder home they contracted for was complete.  As stated by the purchasers they obtained preapproval from a mortgage company and provided such documentation to Scott Felder Homes per the terms of the contract.  Per paragraph 4 of the purchase agreement "once buyer has secured financing approval acceptable to seller this agreement shall no longer be contingent upon buyer obtaining, or maintaining approval for a mortgage loan and all deposits shall be considered non-refundable in the event the buyer does not close".  In other words, a buyer is not able to change their financial situation in a manner that hinders approval for a home loan after such approval has been given.  We appreciate all Scott Felder Homes buyers and the contract is written and executed by both parties for the protection of both parties.  It is unfortunate when situations arise, and a buyer chooses to no longer honor their obligations.  If we can be of any assistance in the future, please feel free to reach out.  

  Customer Answer

  Date: 03/21/2023

  Complaint: 19605576
  
  I am rejecting this response because:

  The sale of the property at **************************************************************** was not contingent upon the sale of our current property.  Moreover, our current home was purchased more than a year earlier than when we entered into sales contract with Scott Felder homes.  Scott Felder Homes' Sales representative (Loyal) is aware of this already.
  

  
  For the purchase price of US$ *********, we received pre-approval for only US$ 863,992.
  
  In paragraph 4, the contract was contingent upon obtaining approval for a mortgage loan greater than or equal to the purchase price.  We did not get pre-approval for the purchase price or more above US$ *********.
  
  We paid close attention to the "Financial Contingency" part and focussed on getting pre-approval letter.  There was no mention that we must go with **************** as well.
  
  Furthermore, in Paragraph 4 (Para 5), mentioned:  
  "if BUYER's loan application is declined by the lender, and BUYER provides SELLER with a written request for cancellation of this agreement, along with a copy of the lender's letter declining financing, within ten business days of the date such loan application is denied, SELLER shall declare this agreement to be boid and will refund to BUYER all ******* money and commitment deposits, paid to SELLER."
  
  We followed the timeline diligently and notified the seller within the timeframe.  This is not our choice for not closing, but a financial decline by our preferred lender ***** of ****************************************************************

  Business Response

  Date: 03/27/2023

  Below is a timeline of events.  There are two attachments for documentation.  

  Buyer contracted on Felder home 2/10/2022.

  Buyer purchased another home 07/27/2022 prior to Felder home being complete.

  Buyer supplied *************** denial letter 01/13/2023

  Per the contract buyer did not supply a denial letter from *************** within the 5 days of contract execution.  Supplied denial letter over 11months later.  Buyer had approval with internal mortgage company at time of contract per the terms given by buyer.  

  Customer Answer

  Date: 03/29/2023

  Complaint: 19605576
  
  I am rejecting this response because: (Please find Attached PDF with the response with additional documentation)

  Our current home mentioned by the Scott Felder representative was bought in March 2021.
  

  Scott Felder Homes sales representative (Loyal) is very well aware of our home since the beginning of our conversation with him before we signed for 129, Pueblo Peak Cv.  We only moved in by July 2023.  In fact,***** confirmed that the construction at 129, Pueblo peak cv will not be ready.
  
  We signed contract with Scott Felder in Feb 2022, since I moved to new job in Jan 2022 with higher salary and my wife got pay rise with good quarterly bonus package. Things were in our favor to afford a larger lot as future home. The new job and pay rise helped us to get eligible for both loans since the interest rates were close to ****%.
  While closing the current home, questions about Scott Felder home was raised by the lender, Scott Felder even provided us details on the construction is not completed for at least 6 months of closing (Screenshot above).Our plan was to rent the current one and move to 129 pueblo peak home built by Scott Felder when it is ready.
  While booking Scott Felder homes based on my new employment,I was on a US **** category E3 (where my spouse is eligible to work without any condition). In November 2022, my **** category is changed to H1B where my spouse is not eligible to work until my i-140 is approved by USCIS. My i-140 has not been filed yet, the estimated time given by my attorney is 18 24 months.
  In 2023, my wifes employer changed the policy about **** sponsoring. With this current job market, we are not finding an employer who can sponsor **** for her. since my wifes work eligibility coming to an end in about 4 months, the loan eligibility got affected.
  Also as mentioned in the original complaint my Dad was fighting COVID in ICU for 28 days. The incurred expenses and travel expenses are still being paid on my credit card on monthly basis. My credit score went down. The interest rates are increased from ****% to close to ****% now. I also have outstanding income tax payments to be paid by April 15th, 2023.
  Projected single income, raised interest rate, stock market crash on investments, low credit score due to payment plans in credit card all are the cause for financial denial. We tried to explain this situation to sales agent many times, we even considered alternative options to do our best to get this contract working. Unfortunately, due to circumstances that are not in our control, We are unable to get the mortgage approved due to **** and job concerns.
  Usually, the loan denial is to be provided within 7 days of closing date and time are communicated by the builder. We provided the denial letter way ahead of this process. Things with **** and job are unpredictable these days. Since we are immigrant to this country (moved in 2017), we only relay on job income. Getting the commitment deposit back will be very helpful to get my payment plans closed and pay my tax.

  
  Even though we have communicated our existing home clearly,Scott Felder representative is trying to use that information against us to avoid returning our deposits as per the contract.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/16/2022

  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 having a problem with warranty work for our bathroom countertops at our new Scott Felder home in *******, ************* community.The countertops need to be replaced and with a different product, as they were received and installed in a damaged and stained condition. We are dissatisfied with the response and direction of the Warranty Manager and Area Manager stating that they "wont be replacing the countertops. We have already attempted to resolve this problem by reluctantly agreeing to all "new" bathroom countertops being re-polished to address the stains and epoxy fix for the damaged areas. The unacceptable deep stains remain. We are fully aware of the care of these countertops and despite their damaged condition from the start we have not strayed from our signed form from closing. We closed on our home December 8th (2021) and this issue has remained unresolved. We did not move in until a week after the home closed to give the construction manager's workers time to finish the kitchen and living room ceiling. We had to clean most of the home ourselves and that was when we discovered stains, marks, chips on all the bathroom countertops. ********** workers (the countertop supplier for Scott Felder) asked if we did something. We said "No". We told them everything that had happened. They blamed other workers and then went on to tell us what a 'bad' product it was. This has been an on-going problem. The bathroom counters: 1. Came to us damaged 2. Poor product (surprised it is offered at ************** 3. New homes shouldnt have to have all the bathroom countertops re-surfaced (********** said ground down') 4. Customer purchasing a new home should not be told that they are stuck with their damaged countertops, because that is all that Scott Felder can do! Poor customer service.We have tried to get help to no avail and have been shut down from the lowest level possible and treated very unprofessionally! (See items 4 and 11 of attached report)

  Business Response

  Date: 11/29/2022

  We are sorry our customer feels were not trying to service them. 
  
  It appears the inspection attached to the complaint was done to address buyer complaints on or around 9.28.21. Our documentation indicates we satisfied these concerns when the buyer signed off on the home on 12.9.21 (attached).  We do not have any documentation on damaged tops prior to closing on 12.9.21. The photos we obtained on 11.15.22 appear to be different issues and not damage but cleaning related.  We are happy to reinspect these areas and replace only the affected tops if the conditions still exist.  The buyer is also stating the product is poor or inferior which is their opinion but demanding we replace every bath top with a different material at our cost due to the inferiority is subjective.
  
  We are happy to continue to try to work towards an amicable solution with the Lindseys. 

  Customer Answer

  Date: 12/16/2022

  Scott Felder Homes response stated: "We are happy to reinspect these areas and replace only the affected tops if the conditions still exist. We accept the offer from Scott Felder to replace the damaged bath tops. 

   

  We still stand by our statement that we did NOT damage any of the bath tops due to cleaning as Scott Felder Homes stated; nor have we damaged any other items that have needed to be fixed or replaced in our home during the Warranty window that we did not catch on the walk through on 12.9.21.

   

  We also did not demand Scott Felder replace the damaged bath tops at their cost (an upgrade), but with a material in the same free non-upgrade Group 2 category that the ************* had.

   

  Thank you,

  ******* and *******************************

  Business Response

  Date: 02/02/2023

  We have a verbal agreement resolution with the customer.  We just need to complete the install and they should verify its resolved. 
  
  

  Customer Answer

  Date: 03/08/2023

  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.
  
  Regards,
  
  ******* And *******************************

• Initial Complaint

  Date:11/14/2022

  Type:Product 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 went under contract with Scott Felder Homes in Santa **** Ranch in May 2022. This was a spec home that was estimated to be completed in November '22 - January '23. This home was a great fit for our family, and we loved the community. I work for a builder, and my wife works from home in tech, and kids couldn't wait to enjoy the neighborhood amenities. At time of contract we were required to put down 3% of purchase price in ******* + $2,000 = $31,000. As months went on, the job market began to shift, and my wife started hearing rumors around her company that lay offs may come as soon as Q3 or Q4 this year. This lead us to lose confidence in our ability to afford the home on one income as we didn't want to put our family in a financial crisis. We were emotionally invested in this Scott Felder home, but had to make the right call to back out of the agreement. We requested a refund of our ******* money because the $31,000 loss would be detrimental, especially due to the fear of providing for a family of four with one income. After escalating our request of a refund in ******* money, our sales representative said that because my wife had a fear of being laid off and wasn't actually laid off, Scott Felder could not refund our ******* money. We plead for an alternative resolution but got no where. Scott Felder then started to proceed with a cancellation of the agreement in October '22. Unfortunately, our fear came true this month. Her company announced to the company that thousands of employees were laid off and my wife was one of them. Now we are left to provide for our family with one income, unable to afford our Scott Felder Home, and our $31,000 in *******. My wife reached out to Scott Felder to request a refund of ******* now that she has been "actually laid off" and heard nothing back. We are hoping they will do the right thing and refund our ******* money considering we no longer qualify for this home, so we can better withstand this layoff.

  Customer Answer

  Date: 11/16/2022

  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.
  
  Regards,
  
  Lane White

• Initial Complaint

  Date:08/31/2022

  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.

  Due to a long full breakdown of complaint please see attachment

  Business Response

  Date: 09/12/2022

  Scott Felder Homes' response to the complaint is based on our written Sales Agreement that was signed by the buyer on April 27, 2022 and an officer of Scott Felder Homes on May 5, 2022.  Its our goal to document in writing as much of the construction as possible and any unique requests by our buyers should be outlined as below.

  Per Paragraph 7 of the agreement as initialed by the two following paragraphs our agreement any changes must be documented on a Change Order and executed by both parties.  In this case the request of no stairs leading to or inside of the home should have been documented in writing on a Change Order.  Additionally, Paragraph ***************************************** promises are enforceable.
  

  Notwithstanding the above and after the buyer informed us on or around our Pre-Construction Meeting on July 20, 2022 that the stairs were a deal breaker we went into action as to come up with a solution to the problem. Unfortunately, it took us longer than expected and after having a few meetings with our subcontractors we did determine a solution that would eliminate the need for any stairs. The foundation is now to a stage where it is easier to illustrate to the buyer that there are no stairs but normal one step up to the finished floor as all the homes, we build, including the model home they saw before they entered into a contract.  The attached photos will help illustrate this and the driveway and lead walk can be sloped up from the front of the lot to avoid any other steps.  We understand that the buyer may not want to move forward with the home even though we feel we have provided a solution to their complaint, as well as provided 2 other homes to transfer to as alternative solutions.  However, since we as the seller have not defaulted, we cannot be forced to refund ******* Money and Commitment Deposit.

  Customer Answer

  Date: 09/12/2022

  Complaint: 17804772
  
  I am rejecting this response because:

  Multiple weeks after bringing the issue of the stairs to Scott Felder's attention, we were presented with the resolution that they could "possibly" eliminate most stairs, but at no point did they let us know that they would leave one stair in the garage or slope the front walkway. In a email from Scott Felder Homes Sales Associate clearly stated what was presented at the resolution meeting and nothing about one stair in the garage. When we signed the termination agreement on 06 Aug 22, the Sales Associate at Arbors of Fair Oaks stated that we will be getting a refund after everything goes up. He did admit that he was wrong for assuming that the house would not have stairs, and he acknowledged our emphasis on day one of how important it was to us, which this statement was heard by our realtor, and my wife and I. Additionally, we were told by the Sales Manager from Scott Felder Homes that we would get a refund after deductions were taken out for work already completed. It wasn't until 3-4 weeks after submitting termination documentation in writing to the Sales Associate and using Scott Felder's leadership channel did we hear about this new resolution of one stair in garage and only a slight slope on the front walkway.

  Scott Felder should refund the commitment deposit based their Sales Associate selling the home to us based on no stairs, and for the resolution that was presented by the Sale Associate that they could possible eliminate most stairs. In addition, it was stated by two *************** that we would receive a refund. It is not our fault that the Sales Associate presented false information that the house would have no stairs, which resulted in us signing a contract. Additionally, it is not our fault that Sales Associate and Sales Manager stated that we would get a refund.

  In the response from Scott Felder Homes, it was stated that we should have submitted a change document. It was stated and emphasized we didn't want stairs before the sales contract was signed. The change form would not be required for something that was originally discussed, acknowledged, and stated by Scott Felder Home Sales Associate. No matter if the Sales Associate falsely stated this information, but that was originally present to ********).

  As two **************** members that have protected this country for over 20 years with the core values of honest and integrity, it is rather damaging and disheartening that Scott Felder would want to withhold our commitment deposit after the information provided to them.  We also found out that we are on PCS orders which further prevents us from continuing with this builder which would disqualifies the use of ** funding.
  
  Regards,
  
  *************************

  Business Response

  Date: 09/21/2022

  Please confirm with other party that we have reached an amicable solution.
  
  

  Customer Answer

  Date: 09/26/2022

  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.
  
  Regards,
  
  *************************