ComplaintsforHogan Homes

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Would not buy a house from hogan homes due to them building a new build next to us and cutting my internet cable 4 times even after **** marked the line. Next would be the fact they have no regard for your property. Ran over my water line and had the broken line for 4 days. They couldnt repair the line but could continue to build the house next to me. Next there would be nails in my backyard and I talked to one of the workers he didnt understand English. Waited for the manager to come and explained to him that your guys nails are ending up in my backyard where my kids play. He apologized and then I brought up the water line and when I would be reimbursed for the running water and stated they would contact me and this was back in late January early Feb and its already March now. Now the construction workers have left out nails in the street and have a popped tire. I pulled the nail out and it is the same nail as the ones I picked up on the street and on the dirt. I have pictures of all the damages ranging from breaking the water line and my popped tire. They are unwilling to repair my tire due to it not being there fault haha this company is a joke and I will never be buying from them again. Horrible company

  

  Business response

  06/05/2024

  Please see attached.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since December we have been having issues with the ac unit. They have sent ****** over to come check the problem but say nothing is wrong with the unit. While installing hobos ****** employee walked into the room and noticed how hot it was and made a comment. Our light bill has been over 300 every month when they told us it wouldnt be no more than 150. After the hobos temperature have been 77 while unit is set at 71. The house wont cool down till about 2 in the morning. Then the next day just continues the same thing. We have reported it and taken pictures once again and hogan homes and ****** have refused to do anything about the situation. Hogan homes and ****** have been throwing the blame to each other. Both hogan homes and ****** say that the temp at 77 is normal and the unit has a low flow coming out of the vents. Hogan homes and ****** refuse to send records of the hobos that they conducted.

  

  Business response

  06/30/2023

  Our authorized HVAC contractor has conducted five visits to the home to inspect the homeowners cooling equipment. On 5/16/2023 at 9:30 am, they installed chart collectors to collect data. The reports show that the chart collectors were turned off about 2 p.m.on 5/16/2023 and upon return to pick up chart collectors they were found to not be in the same position as originally installed. This indicates the chart collectors had been tampered with. However, what was recorded indicated that the unit did cool as designed per spec and regional standards.  
  

  On 6/29/2023, a technician visited the home again to specifically address the airflow concern in the master bedroom. According to the technician's notes, the overall temperature in the house was satisfied at 72 Fahrenheit, indicating that it was within the desired range. The system demonstrated a 19 split with and without dehumidification, indicating proper cooling performance. The pressure measurements were within acceptable ranges at 115/315 PSI, and the sun cooling settings aligned with the recommended value of 7, registering at 7.2. The superheat value was measured at 21, which is another indicator of proper system performance. Regarding the airflow concern, the technician's notes indicate that the vent in the master bedroom was blowing at 134 cubic feet per minute (CFM). This suggests that the airflow in the room was within the standards of performance. The technician did not observe any issues during this visit either.

  Based on the information provided and the technician's findings, the system is operating within the expected design parameters and industry performance standards. The system was designed using a Manual J load calculation, which is a widely recognized practice in the industry and a requirement for a city building permit. This calculation ensures that the cooling capacity of the unit is appropriate for the home, allowing for optimal performance and efficiency when properly operated by the homeowner. It is important to operate the heating and cooling equipment within the specified design criteria and carefully follow the manufacturer's recommendations for operating the equipment. The *************************************** and The **************** of ******** Refrigerating, and Air-Conditioning Engineers **************** standards for heating and cooling equipment, which specify that cooling equipment is designed to cool a home to 74 Fahrenheit under certain conditions. Manufacturers also recommend not completely deactivating the system for extended periods and avoiding setting the thermostat to cool below 74 Fahrenheit during hotter months. It was noted in photos submitted to by the homeowner to our warranty department and this BBB claim that the thermostat was set to 71 and 72 degrees. Operating heating and cooling equipment within the specified design criteria is crucial for optimal performance and longevity. It ensures that the system functions efficiently while maintaining a comfortable indoor environment. Pushing the system beyond its design criteria may lead to diminished efficiency and potential strain on the equipment. Upon conclusion it has been determined that the homeowner is operating the system beyond its design and therefore there is no warranted defect. 

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home built by Hogan Homes in July of ****************************************************************************************************************************** the interior areas throughout the house do not have any paint at all & areas where the paint is not adhering to the walls & comes off. The garage paint has an adhesion problem and the outside wood only has one coat of paint which needs to be immediately painted according to a painter we hired to give ** a bid to repaint the house. First neither the interior of the house nor the outside were painted according to the ******************************* specifications for the paints that were used. The Property Solution Interior Latex Eg-Shel requires 1 coat of ProMar 400 Zero VOC Primer and 2 coats of Property Solution Interior Latex. We were informed that a spray coat of the paint was done and then another coat of rolled paint. No coat of primer was done. This does not meet the specifications.The A**** Exterior Latex Satin that was used for the exterior of the house specifications requires 1 coat of Loxon Concrete and Masonry Primer or Loxon Conditioner and 2 coats of A**** Exterior Latex for Cement Composition Siding Panels. The requirements for wood are 1 coat of *************Based Wood Primer and 2 coats of A**** Exterior Latex. We were told only one coat of the A**** Exterior Latex was applied and no primer was used on the wood. It is very obvious that only 1 coat of paint was used. No coat of primer was done. This is not acceptable as it does not meet the specifications for the paint.We initially reported the issue we have with the paint on December 16, 2022. The builder and painter came out about a month later in January and looked at the issue. Nothing was done. We called on February 4 telling them we would go to the Better Business Bureau unless they fixed the issues we had. They inspect the problem again on Feb 4, ****************************** a month.

  

  Business response

  03/15/2023

  On 12/16/22, the homeowners submitted a warranty request for paint concerns.  Upon receipt of this request, our site superintendent met with the homeowners to do an initial discovery. It was determined by our superintendent that further discovery was needed from the paint manufacture. We scheduled a meeting at 9:30 am on February 10, 2023 with the homeowners, site superintendent, VP of Construction Operations, and the ******************************* representative. The homeowner presented paint specs and pictures to show ** their concerns.  The ******************************* Representative explained the application process of a typical installation and the performance standards.  We walked the house with the homeowner to inspect their concerns. Additionally, we noticed some areas that needed an additional coat of paint where texture was repaired during construction. The repairs did not have excessive color, shade, or sheen variation but we did agree that those areas of concern would be addressed, to the extent of the performance standards, by Hogan Homes. After walking the house with the homeowner, they agreed to let ** take several samples to send to ******************************* for further evaluation. These sample areas were selected by the homeowner. A 4x4 sample was removed from a wall in the kitchen and primary closet. The ******************************* representative labeled the 2 samples and explained that it would take approximately one month to get the testing results back from ********************************  We explained that we would schedule a follow up meeting with the homeowners once the results came back to address any deficiencies.  Upon conclusion of the meeting, the homeowners were fully aware of the process and the timeline and seemed satisfied with the outcome of the meeting that day.
  
  Hogan Homes has a responsibility to repair construction defects that do not meet the applicable performance standards as set forth in the *************** Home Warranty. We are still awaiting the testing results and any recommendations from *******************************. Once that information is received, Hogan Homes will schedule a follow up meeting with the homeowners to discuss the results, deficiencies, and required repairs.  Further, it is documented in the BBB complaint details that the homeowners have hired a painter of their choosing to repaint the house. Through the *************** Home Warranty, the homeowners understand and acknowledge that any and all Non-Builder repairs performed by any party without full compliance with the *************** Home Warranty waives any Builder Responsibility and any claim or cause of action against Builder related to same.

  Customer response

  03/21/2023

  Complaint: 19546078
  
  I am rejecting this response because:
  Hogan had been unresponsive for 3 months until we filed a complaint with the BBB. Their response is unacceptable as the paint deficiencies are much more than "some areas....where texture was repaired" By their own admission the interior and the exterior of our house were not painted according to the ******************************* paint specifications. Hogan did not prime the interior walls or the exterior wood. They did not put 2 coats of paint on exterior surfaces. The exterior now immediately needs another coat of paint to protect from rot. According to Hogan if we hire a painter to put on another coat of paint we void their warranty. Throughout the house there are areas where the paint is not adhering to the walls and areas with no paint. The paint color is similar to the color of the textured Sheetrock therefore the deficiencies only shows up when the walls are touched with a damp cloth. We are unable to touch all wall and ceiling surfaces but in an hour's examination  we exposed adhesion deficiencies and lack of paint coverage throughout the house. The problem is not just where texture was repaired as Hogan states. Some rooms have more problems than others. Its impossible for us to uncover the full extent of the problem and Hogan has not attempted to do so. They do not address the lack of adhesion in the garage or that the exterior only has one coat of paint thus is not protected from rot or sun damage(** specs require primer and 2 coats of paint). It's been 3 months and their first and only response is to the complaint we just filed with the BBB.   We don't understand what they are waiting for and have no idea why they cut 2 pieces of our walls. The ** Rep did not explain the paint application process. What is the paint application process? Another huge issue is that when we sell the house we are required to disclose that the house has paint application problems. We can't try to mitigate the damage or we void their warranty.    Numerous photos are available.
  Regards,
  
  ***** And *************************

  

  Business response

  03/21/2023

  As stated in the original response, Hogan Homes has a responsibility to repair construction defects that do not meet the applicable performance standards as set forth in the *************** Home Warranty. Hogan Homes requires every warranty request be submitted in writing so we can properly document and track every warranty request. This homeowner has submitted several other warranty requests which have all been completed and signed off by the homeowner. Hogan Homes has been engaged on this request with the initial meeting and a subsequent meeting on February 10, 2023 with the homeowners, Hogan Homes, and a ******************************* Representative. We acknowledge that this request has taken some additional time since it required further investigation from the manufacture. That said, at the conclusion of that 2/10 meeting the expectations and time frame for the results were discussed with the homeowners.According to the ******************************* representative, the results are expected back this week. Hogan Homes will communicate with the homeowners to discuss the repairs based on the testing results.

  Customer response

  03/21/2023

  Complaint: 19546078
  
  I am rejecting this response because:Hogan had been unresponsive for 3 months until we filed a complaint with the BBB. Their response is unacceptable as the paint deficiencies are much more than "some areas....where texture was repaired" By their own admission the interior and the exterior of our house were not painted according to the ******************************* paint specifications. Hogan did not prime the interior walls or the exterior wood. They did not put 2 coats of paint on exterior surfaces. The exterior now immediately needs another coat of paint to protect from rot. According to Hogan if we hire a painter to put on another coat of paint we void their warranty. Throughout the house there are areas where the paint is not adhering to the walls and areas with no paint. The paint color is similar to the color of the textured Sheetrock therefore the deficiencies only shows up when the walls are touched with a damp cloth. We are unable to touch all wall and ceiling surfaces but in an hour's examination  we exposed adhesion deficiencies and lack of paint coverage throughout the house. The problem is not just where texture was repaired as Hogan states. Some rooms have more problems than others. Its impossible for us to uncover the full extent of the problem and Hogan has not attempted to do so. They do not address the lack of adhesion in the garage or that the exterior only has one coat of paint thus is not protected from rot or sun damage(** specs require primer and 2 coats of paint). It's been 3 months and their first and only response is to the complaint we just filed with the BBB.   We don't understand what they are waiting for and have no idea why they cut 2 pieces of our walls. The ** Rep did not explain the paint application process. What is the paint application process? Another huge issue is that when we sell the house we are required to disclose that the house has paint application problems. We can't try to mitigate the damage or we void their warranty.    Numerous photos are available.
  Regards,
  
  ***** And *************************

  
    
  
  

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a hogan home in Dec 2021. We have several warranty issues with the home. We have made repeated attempts to get the problems fixed. On 2 occasions a hogan representative came to our house to look and said they would send someone to fix the problems, then the never come. Most of ***************** tried to contact them they never reply.

  

  Business response

  11/03/2022

  We are aware that this customer submitted a warranty claim for 6 deficiencies. It was logged into our system on which generated work order number ********. We have completed 4 out of the 6 items on that work order. The remaining 2 deficiencies will be repaired on 11/8/2022 and 11/18/2022. This will complete the warranty claim and at that time the service order will be closed out. Additionally, the customer has submitted several other deficiency claims in the past year that had already been resolved prior to the complaint issued to the 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. ↩