Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a house from GFO August 2023 and shortly after we closed, everything we bought has upgrade was made freely available to other buyers after us as a way to get buyers due to high interest rate.Since moving into the house, there has been issues upon issues with hvac, carpeted floor makes squeaking/creaking noises, bricks falling off, fence wobbling, nails all over the floor and carpeting. Its been less than a year and warranty calls always turn into an argument and refusal to come fix the issue. This is the worst builder I have ever encountered in my years as a home owner. This are peoples hard earned money and dont deserve this type of customer service and satisfaction. Buyers beware.

  Business Response

  Date: 08/29/2024

  Hello ********,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you have experienced since moving into your new home and for the frustration youve encountered. We take these matters very seriously and are committed to resolving them promptly.

  
  We understand your frustration regarding the new sales promotion and how it might have impacted the expense of the upgrades you purchased before this offering. Unfortunately, our promotions and pricing strategies are subject to change based on market conditions and business needs,which means we can't predict or control these fluctuations. We appreciate your understandingon this matter.

  
  We sincerely apologize for any issues you've encountered since moving into your home. We understand the disappointment you can feel when your new home isnt exactly what you hoped for. Your satisfaction is very important to us, and we are committed to resolving these matters as best we can. Please reach out to our warranty department at ********************************* with any remaining concerns, and do what we can to address these promptly. Thank you for your patience and understanding.

  
  Sincerely,
  GFO Home

• Initial Complaint

  Date:07/31/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 got a loss of 70K dollars because of the misguided from Gfo team . They made us to rush the signed contract and we have almost loss of 70 K dollars . I have gave my ******* money on June 27th and they opened a new offer of ************ which lost me almost 70 K dollars. Within 3 days we almost end up paying extra 70 K dollars. Nobody response to my questions and also the design option really bad and makes us more stress . I have only sales person contact and i don't have any other person contact or email for the entire GFO Company. I asked the sales person to talk with Manager but after series of 1 week follow up she talked in a rude way . I thought i will be happy by signing the house but after signing the house we really disappointed and we are going through mental stress.

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a house in ******, ******************.Everything is of such substandard quality and breaks all the time. Builder will come up with any possible excuse to void warranty.1. Propane base house was equipped with natural gas stove that nearly set the house on fire and caused *****. 2. propane in central heater was not adjusted properly, per warranty repair contractor, wasting huge amounts of gas and overheating the system.3. Toilet was installed incorrectly with broken ****** causing water leaks and wall damage.4. HVAC outlets and control were installed in wrong places, causing waste of gas and preventing proper heating and AC.5. Garage door or such poor quality, it fell off.6. Some of the door locks not working.7. Pot filler installed on inappropriate height and builder refused to move it lower.8. Some of the windows not installed correctly so very hard to open.

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 recently purchased a home from GFO in a brand new masterplan community. Loved the concept of the community, as it was similar to the one we left in Houston, TX. Lots of trees, parks, walking trails, an elementary school, pool, etc. However, the experience we've had with GFO has been one giant mess. They are not quick to resolve issues, pass blame to anyone and everyone they can - just so long as they don't have to take responsibility themselves - and don't actually honor the committments they made. Specifically, our air conditioning was not installed until the last minute before we were to close. We had to have a reinspection done as it was not ready the first time the inspector came out. It did NOT PASS inspection and they were to have it corrected the night before our closing. They told us at 10pm it was done and we could close the next day - but neglected to inform us there was a giant hole in our wall where they had to repair the duct work. They also insisted they would not pay for a reinspection to make sure it was actually up to code. We managed to get them to pay for the reinspection and here we are, over a month post closing and the air is still not up to code. Not only that, there are other outsatnding items that were to be addressed prior to closing that we are still waiting on to be repaired. Their construction team avoids me, dodges my texts and calls and is slow to get anything done. I have to follow up with them and then they act offended, as if me requiring they honor their committments is some offense to them personally. Response that you sent back to that was dated 8/29 is not accurate at ALL. GFO does not keep families first, they do what they can to avoid the situations instead of fixing. AC unit failed inspection "3 times" thats unacceptable. They always have an excuse to who is at fault. Items have not ben addressed that's false are NOT fixed. Nobody has continued to follow up on anything so. How can you say that? Your response is a joke!

• Initial Complaint

  Date:10/12/2022

  Type:Order Issues
  Status:

  UnansweredMore 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 entered into a contract with this builder on 8/8/22. On 8/30/22, I sent this email to the sales office with photos attached: Mike and I drove out to see the house this weekend and I noticed a lot of standing water/drainage that does not appear to be working properly. This is a huge concern for me as I am a mosquito magnet. Please see attached photos. The first photo is between us and the neighbor, the next three are on our property and the final one is down the street. I'm hoping this will be rectified by the builder. I'm assuming proper drainage is a requirement? Please advise. Thank you. I received this response: Hi ************ you are doing great!! Thanks for letting me know about the drainage issue. I will share this information with the construction manager so he can take care of it. Have a wonderful day!! The construction manager said this was not a builder issue but a developer issue and led us to believe the builder would work with the developer to get this resolved. When nothing had been done by the time we did our final walk-through at closing, we tried to get the issue added to the final punch sheet. The construction manager stepped out to call the builder, came back, and said no, that it was a developer issue and they'd work with the developer to get this taken care of. We closed on 9/23/22. I have now gotten the HOA involved. The builder will not respond to the HOA as of the time I'm submitting this complaint. This is what the city of Lucas sent the HOA when they reached out to inquire: It appears the developer and builders are not properly maintaining the existing infrastructure. BMPs should be installed on all home construction that would keep this type of silting from occurring (silt fencing, check dams, etc.). The city does not have the means to clean culverts out. I would put this responsibility on the builders. If you have any questions, please let me know.

• Initial Complaint

  Date:09/20/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 GFO Home (new build) in April 2020. In just over 2 years, we continue to find issues caused by GFO's cheap parts and sloppy mistakes that are undetectable until they build up and cause major damage. The warranty should be extended past 2 years or exceptions should be made by GFO for damages caused by them (especially when due to poor initial installation). Below are some of the biggest of the many challenges we've had. 1) Behind our master shower, a pipe connecting to our shower had an open valve on one end, causing water to slow drip into our wall until we discovered the leak and had ample water damage/mold to the drywall, load bearing 2x4's, carpet, baseboard, and floorboard. The repair was dragged across multiple months 2) The junction between city & house water burst due to "the wrong glue" being used by the installation team leaving us without water for multiple days 3) Under master bath sink, two leaks caused by improper installation resulted in water damage and the cabinet + plumbing needed to be replaced 4) In attic, a load-bearing/structural beam was not properly secured to the frame. This was an extremely dangerous as we depend on the beams to safely walk in the attic and the beam had entirely swung out from us 5) GFO installed the incorrect control unit for the sprinkler system. The sprinkler map given when home was purchased was incorrect and we had multiple busted sprinkler lines underground 6) Kitchen plumbing vent pipe did not have an exit point in the attic. The pipe was emitting fumes into the attic + home air circulation system 7) All windows were not properly fitted and had to be reshimmed as we could not lock/close 8) Under kitchen sink, garbage disposal leaked due to poor install and seal. The unit had 3 bolts that came loose but GFO refuses to help as it is out of warranty and blamed it on homeowner negligence

• Initial Complaint

  Date:08/24/2022

  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 recently purchased a home from GFO in a brand new masterplan community. Loved the concept of the community, as it was similar to the one we left in Houston, TX. Lots of trees, parks, walking trails, an elementary school, pool, etc. However, the experience we've had with GFO has been one giant mess. They are not quick to resolve issues, pass blame to anyone and everyone they can - just so long as they don't have to take responsibility themselves - and don't actually honor the committments they made. Specifically, our air conditioning was not installed until the last minute before we were to close. We had to have a reinspection done as it was not ready the first time the inspector came out. It did NOT PASS inspection and they were to have it corrected the night before our closing. They told us at 10pm it was done and we could close the next day - but neglected to inform us there was a giant hole in our wall where they had to repair the duct work. They also insisted they would not pay for a reinspection to make sure it was actually up to code. We managed to get them to pay for the reinspection and here we are, over a month post closing and the air is still not up to code. Not only that, there are other oustanding items that were to be addressed prior to closing that we are still waiting on to be repaired. Their construction team avoids me, dodges my texts and calls and is slow to get anything done. I have to follow up with them and then they act offended, as if me requiring they honor their committments is some offense to them personally. And when I reach out to their leadership, I get weak email responses and no phone calls back. This is clearly a top down issue and they do not care about the poor quality of homes they are sellling, nor do they care about customer satisfaction. There are two other families on our street. Both in GFO homes. And both have had the exact same issues we have. This is not unique to my family.

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/08/29) */ From the GFO Home team, we sincerely apologize for any inconvenience this has caused. Our customer's satisfaction is our top priority, and we do everything possible to avoid situations like this. In this case, our Director of Construction has already met with the customer in person and all open items have been addressed and resolved. We will continue to follow up and ensure their satisfaction with their home.

• Initial Complaint

  Date:06/04/2022

  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 purchased a new home from GFO homes, closed on 02/28/2022 and the experience has been very poor. We completed a warranty walk on 02/10/2022 and a preclosing walk on 02/22/2022. There are items that have not been completed, although there was committment it would be done within 60 days post closing. We are now over 120 days and there are still items that need to be addressed. In addition, there are new items that also need to be addressed. The Area Project Manager (Jay M******) has been a horrible communicator since the beginning and continues to kick the can down the road, as well as push back and find excuses as to why he will not address the items. The major items: -Downstairs Living Room Window - This window was not in operable working order since before closing. Sash broken, window is loose and gets caught when trying to open. This was called out prior to closing and still has not been fixed 3 months later. -Carpet High Areas (Upstairs) - There are multiple high spots, creaks, and loose subfloor in multiple areas upstairs. This has been revisited multiple times through Jay M****** since this was not fixed prior to closing. 3rd party inspector (Abel Inspection) agrees that there needs to be better attention to quality here. There are uneven spots in the gameroom, bedrooms, and hallways. -Standing Water - There are low spots with standing water for over 48 hours on the south side of the home. Water is staying in a low spot and not properly draining to the street. -There are missing bottom shelves in the Master closet. These were never installed prior to closing and Jay M****** said this was by design. That statement does not follow what is installed in other GFO homes or the model home in the same neighborhood. -Top drawer in Master Bath - This drawer has a track installation issue and is difficult to open/close. Drawer track likely needs to be realigned. -Trim piece in Backyard not painted -Roof flashing on South Ridgeline is poorly installed

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 7, 2022/06/22) */ GFO home has met with the homeonwer multiple times and we are currently in the process of repairing the concerns. Consumer Response /* (3000, 9, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The items that were brought up pre-closing have been pushed to the warranty team, since the construction group has no ownership. Again, there seems to be a continued pushback and repeated ways of finding excuses not to take care of items. I am continuing to push to get the items taken care of, but I do not have any expectations despite trying to be reasonable. Poor customer service, poor build quality, and no attempt to make things right. I work in construction management and half of the explanations don't make any sense and appear to be made up as they go. The entire experiences from sales to closing, to post closing has been nothing but difficult. I have been constantly trying to manage the incompetence, lack of responses, and failed commitments. I've had conversations with several subcontractors in the neighborhoods who express the same sentiment working with GFO. For anyone reading this, do yourself a favor and go with a reputable builder who has a focus on customers. I've given GFO so many chances to make things right and they don't seem to care.