ComplaintsforClassic American Homes II

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new house from Classic American homes. During the purchase process I was able to select the colors I wished for both the interior and exterior of my house. I was provided with a color sheet of the colors I selected so I could purchase additional paint in the future for spot painting. I purchased the paint for my interior house walls (listed on the color sheet as requisite grey). The color I purchased matched the color on the color card however I applied it to my wall in places that needed touch *** and now my walls are spotted. I reached out to classic American and they simply said color fades over time. That is ridiculous. I lived in a house for over 5 years and never had any of my walls fade in color. Classic American made no attempts to correct this error nor did they attempt to provide a solution to this problem. This is a big issue as my brand new home is now ruined due to their error.

  

  Business response

  04/19/2023

  In response to complaint- Classic American Homes responded via email advising the buyer that the color selections that we provide are the accurate colors throughout the homes. However, when doing touch **** it is common to have paint variation. Paint variance is due to many different factors,such as different paint brands, different paint store, the age of the original paint coating, etc. This is something the builder does not have control of and is unable to provide warranty on paint variances. This home was built 5 years ago and original paint coating was done over 5 years ago. The builder provides homeowners with a 1 year builders warranty and paint variation is an item that does not have warranty coverage after closing. We explain this in detail with all buyers at time of walkthrough for closing. 

  Customer response

  04/20/2023

   I am rejecting this response because:
  
  My house was built in march of 2021 my home is not 5 years old. As per my color selection the color is supposed to be requisite gray and that is not what was provided. My color selection is part of my contract and the fact that you did not paint my house that color would constitute as breaking the contract.  The paint brand does not matter the only thing that should matter is whether it's flat or semi gloss. My paint was provided by ******************************* and that is the same vender classic American uses as we were given instruction to order the paint from there.
  
  

  

  Business response

  04/24/2023

  Good afternoon,
  This response is in reference to complaint ID # ********
  The closing date for this house was on March 05, 2021.  Although we received a service request regarding the paint in March of 2023, we did not open a work order because the warranty for this type of request expired on March 05, 2022. 
  Please note that cosmetic repairs (including paint issues) are excluded from the warranty after move-in.  I am including (as part of this response) a copy of the walk thru form that was conducted on March 05, 2021.  This document is reviewed with the homebuyer prior to closing. 
  Attached document Walkthrough Home Orientation and Inspection Report (Part 1)
  Item II identifies the warranties provided on our houses (ONE YEAR BUILDERS WARRANTY).
  Section IV item #** and #**. (See attached)
  Customer Service and ******************* Section: What to Expect    
  Attached Document Homeowners Maintenance Manual
  Also, as part of the walk thru documents, we included a Homeowners Maintenance Manual.  Please see page **** Interior Walls &Ceiling Drywall Nail Pops and Crack Repair Instructions - Touch-up painting of repaired areas will not blend in perfectly with the original wall paint.
  Page **** Painting &Caulking A. Interior and Exterior Paint Painting note. (See attached)
  I am also including information taken from the ******************************* website (www.*******************************.com).  Please see section ************** Frequently asked questions Maintenance & Repair FAQs What is the best way to touch up or repair a wall. (See attached)
  Regarding the accuracy of the paint selection.  We feel confident that our painting contractor painted the house with the colors that were selected.
  We have not broken the contract since paragraph 8, of our purchase agreement clearly states that all construction shall be substantially similar to Sellers model homes and plans and specifications.  The buyers final inspection (walk through) and acceptance of the home shall be conclusive evidence that the home has been constructed and completed in substantial compliance with the plans and specifications. (See attached)
  Although we understand the frustration on behalf of the homeowner, any paint variation issue that arises once the homebuyer has occupied the house, is not considered a legitimate warranty request.
  I will include all pertinent documents as part of my response.  Please let me know if we can be of further assistance. Thank you.
  
  CAH

  Customer response

  04/25/2023

   I am rejecting this response because: I understand that there was a 1 year warranty. It is unreasonable to believe that touch up painting occurs within the first year. I provided my color selection prior the home being built. As I mentioned in my email to you, my kitchen and dining area are 2 completely different colors. Your explanation of this is that they are both requisite gray as I selected however one has a flat finish and one has a semi gloss finish.  As you can see in the pictures I have provided. That is incorrect in my house. My walls ARE NOT the correct color as I selected!  It is unreasonable to believe that touch up painting in a newly built house would need to be done within the first year. How is one to know that the wrong color of gray was used while the house was painted until the touch *** are conducted? This is ridiculous from the realtor employed by Classic American showing us the wrong house to now, this has been a complete nightmare! I selected colors for my house and you failed to provide those colors. 
  
  
  

  

  Business response

  05/10/2023

  Good morning, 

  It is unfortunate that our homeowner does not accept our response.  

  We stand by our previous response as well as the documents that have been provided to you.  This includes the purchase agreement, the walk thru documents, the homeowner maintenance documents, and the information taken from the ******************************* website.

  Any issue with paint, is not considered warranty, after move-in. This includes touch *** that do not match the existing paint.

  We try to be as clear as possible on covered and non-covered warranty items prior to closing. 

  Thank you

   

   

   

   

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the Worst Experience ever in Getting your Home Built! Closed on our Home in Jan. 2021, Had a water Leak with BLACK MOLD, Sent in emails as it stated in the warranty, no contact back nor reply, called in and Spoke to *** he didn't even take the time to open the attachments and find out the situation, stated that he will send contractors out, no never showed, mind you this BLACK MOLD IS IN CHILDS PLAY ROOM!!!! Reach out to PROJECT MANAGER ******, ask us to give him a chance to get things done! STILL NOTHING IS GETTING DONE!!!!! THEY JUST TRYING TO PACTH EVERYTHING UP WITH GOOD OLD COCKING GUN!!!!! NOW WE ARE REACHING OUT AND LEAVING VOICE MAILS AND EMAILS AND NO RESPONSE!!! HOW UNFAIR OF A COMPANY. WE ARE JUST TRYING TO GET THESE REPAIRS FIX (CORRECTLY), AND ENJOY OUR HOME. There is a roof Leak that led to our daughters closet and ended up with black mold, now the sup contactors pulled out the wall and part of the carpet non-has been replaced. Kitchen cabinet's are not flushed and adjusted correctly, the island counters and cabinets are all installed incorrectly along with the farm sink and the quartz foundation the the farm sink.

  

  Business response

  11/11/2021

  November 11, 2021
  
  Better Business Bureau
  Re: Complaint ID - ********
  
  ******************,
  This is in response to the complaint submitted by the homeowner.  Thank you for allowing us the opportunity to respond.  It is unfortunate that this type of claim can be submitted and remain on the BBB website for others to see, when clearly the information submitted in the complaint is not accurate.
  We received a service call regarding a roof leak on Wednesday September 08, 2021.  We replied to the homeowner and advised him/her that a work order would be opened and sent to our roofing contractor.  Our contractor was able to inspect the roof the following week - week of September 13, 2021. The service request was not ignored.
  Unfortunately, our roofing contractor was not able to locate the problem area and a future inspection would be required.  The homeowner was advised of this. 
  Our project manger and roofing contractor inspected the house on September 30, 2021 and addressed additional service requests and scheduled sealing of roof penetrations for October 6,2021.
  It was during ************ drywall repairs on October 15, 2021, that we found the water damage to the interior wall, and we addressed immediately.  We removed the drywall, removed the damaged insulation, and completed mold remediation on the same day.  We then allowed the area to dry completely prior to covering any walls.
  We performed a water test on October 16, 2021, to identify the origin of the roof leak and scheduled the roof repair for November 01, 2021 based on homeowner availability.  Once the roof repair was confirmed, all drywall repairs were scheduled and completed on November 06, 2021.  The remaining repairs to the paint, carpet,etc. are scheduled for November 12, 2021.
  Regarding the kitchen island countertop and sink. This was inspected on September 30, 2021, and again on November 04,2021.  Even though our contractor inspected and found the kitchen sink was installed correctly, we agreed to replace the countertop at the kitchen island to appease the homeowner.  Keep in mind that cosmetic issues are non-covered warranty items after closing. Please note that this repair/replacement was agreed upon, prior to us receiving the complaint from the BBB.  The countertop has been ordered and will be replaced once it is available.
  In closing, e mails, messages,and phone calls were never ignored.  To date, we have completed or scheduled to complete all warranty service requests for this house including performing homeowner maintenance repairs that typically are no longer our responsibility.
  The homeowner stating that STILL NOTHING IS GETTING DONE in this complaint is completely inaccurate.  We have been diligently working on getting these issues resolved.  In no instance have we ignored our responsibilities. Additionally, implying that all repairs are addressed with GOOD OLD COCKING GUN!!!! is incorrect and unfair not only to us but any business that is the target of this type of complaint.
  On an additional note while we are not allowed to identify the customer, the complaint that was submitted identifies our employees.  Will this be removed so that it is not available on your website.
  
  Thank you for your attention in this matter.
  
  ***********************
  
  
  

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