ComplaintsforSaratoga Homes, Inc.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my house from Saratoga Homes in April 2020. Immediately after moving in, we found many issues with the house, some were fixed by the company, some were not, some were started but the repair work was never completed. One issue that I thought was fixed was a water leak in one of the rooms. The work was done in early 2021 but last month (May 2024), the same spot started leaking again and actually caused some damage. in addition to this leak, I found another leak that also caused damage to my walls. When I contacted Saratoga Homes, I was told by *************************** that my warranty expired but he was nice enough to refer me to a contractor. The contractor repaired the walls but soon after that, it rained again and the leaks did not stop. The contractor told me that the issue must be with the roof. Knowing that my warranty expired, I contacted my insurance company who immediately sent an adjustor to look at the damages. Unfortunately, after a thorough inspection, the adjustor found that the chimney flashing was improperly installed by the house builder, which resulted in leaks (full report attached). His exact words were that the builder did "a crappy job". I contacted Saratoga Homes again and sent them the insurance report, requesting that they correct their defective work. Saratoga refused to correct their work, claiming that my solar panels made the warranty void. The solar company also inspected the roof and determined, just as the adjustor did, that the chimney flashing was not installed properly. All I'm asking is that Saratoga Homes repair the chimney flashing because their defective work caused the leaks. I don't understand how a business that calls itself reputable can perform defective work that caused issues, and then claim that the warranty doesn't cover something that was already defective to begin with. It's a very dishonest business practice.

  Business response

  07/02/2024

  Better Business Bureau,

  We are in receipt of complaint # ********.

  Thank you for taking the time to contact us regarding the complaint.

  We have reviewed the complaint and taken the time to ascertain how we can best assist you.

  The roof is no longer covered by our warranty, however the roofing subcontractor we sent over as a courtesy notated that the installation of solar panels prevents the homeowner form properly maintaining the roof, in fact, the roofer could not properly inspect the flashing due to the proximity of the solar panels.

  We strongly suggest that the complainant address the water leak as soon as possible, this may require the removal and reinstallation of the solar panels, but we are certainly not solar panel experts, so we differ to a company who specializes in such. Perhaps the original installers can assist the complainant.

  
  We are not insinuating that the solar panels were installed properly or improperly; our only comment is that the roof and its components cannot be inspected properly at this time, present and future homeowner roof maintenance will depend on ease of access.

  Thank you.

  Customer response

  07/05/2024

   I am rejecting this response because: It doesn't reflect the reality of the issue I'm trying to address with this business. The issue I need them to address is that the flashing was improperly installed by this business BEFORE solar panels were installed. This has caused an initial leak that the business fixed (before the solar panels were installed) but that same leak reoccurred. This reoccurrence leads me to believe, just as the insurance adjustor and roofer stated, that the chimney flashing was improperly installed. The statement by the business that the flashing is close to the panels is false and dishonest. The roofer they sent as a courtesy did not inspect anything at all. He came the day before he was scheduled to come and no one was home, so he left without looking at anything at all. If he had done any type of work, my security cameras would've detected it just as they detected his presence and prompt departure when no one answered the door. My insurance adjustor and contractor climbed onto the roof and noticed the improperly installed flashing. The roofer sent by the business should've at least done the same. If they do a proper inspection and find that I need to remove the solar panels, I'll get them removed. It's a shame that they decide to hide behind an expired warranty; you cannot do substandard work and then claim that you can't fix it because the warranty expired. We wouldn't have had this issue if the work was properly done to begin with.

   

  
  

  Business response

  07/09/2024

  Better Business Bureau,

  We are in receipt of the complainants follow up correspondence with you.

  As we clearly stated in our original reply; the roofer is unable to inspect the flashing and other roofing components due to the proximity of the solar panels installed by the complainant.

  The roofer will not assume responsibility for any damages that could occur to the complainants solar panels.

  We can go back and forward but the facts have not changed,hence our reply will continue to be unsatisfactory.

  Simply stated, the aftermarket components installed by the complainant are in the way of any inspection or repair.

  Please contact us immediately if the situation changes in favor of the roofer being able to inspect the area. 

  Thank you.

  Customer response

  07/15/2024

   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. I will recontact the business once I get the solar panels removed.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our home in July 2021. However, on the day we closed, the **** system broke down, and cool air failed to blow through the house effectively. Your AC representative visited our home several times but claimed that nothing was wrong. We, therefore, hired an external contractor who informed us that our home needs an additional unit, and there is also bad plumbing that is causing our **** to produce a bad smell. Our house is 2904 square feet, with two floors.I requested repairs for rust on our tub, fridge, and sink a week after we moved in, but you never repaired them. I had a water softener installed, so you cannot blame it on hard water. The sink has fallen in twice and flooded our cabinet. A repairman came in to fix it, but he said that the entire cabinet needed to be pulled up, and you never scheduled it to be done. My dishwasher also flooded, and the inspector detected moisture and recommended the tile be pulled up to check for mold, but you never addressed it. My family keeps getting sick.There are still nail holes in our cabinet, and you have not replaced the boards. There is no caulking between our tub and cabinet, and it is impossible to access the area without removing the cabinet or tub. We have a bathroom spider issue because of it. There is bulking on our ceiling that you have not addressed. Your repairmen did not fix our doors correctly, and we have to hold them in to close them, and there is a draft in the back door.Also, the beam in my attic that makes the roof unstable was never fixed. ***************** you repaired has cracked because you used cement instead of using a brick. The patio beam is off the cement, and you refuse to fix it. My son's floor tile is still missing, and you did not paint or caulk behind my stove, fridge, or cabinets. There are so many more issues, and I have emails for all of them.

  Business response

  03/12/2024

  Better Business Bureau,
  
  We are in receipt of complaint #********.
  Thank you for taking the time to communicate with us.
  
  We have gone to 5297 Cascade (the complainants residence) several times to address the complainants' issues.
  
  The stove have been replace for them.
  **************** has been in the residence several times to run test and fixed all issues.
  The paint and sheetrock has also been addressed and corrected.
  
  There were a couple of items left on the year-end list that needed to be completed.
  
  We scheduled several appointments with the complainant from Aug 2023 to Sep 2023 and every time the contractors showed up to the scheduled appointment the complainant was either not home or did not answer the door.
  We have reschedule with the complainant several times and each time we attend the scheduled appointment the complaint is either not home or does not answer the door.
  The last communication we had with the complainant was in Oct 2023, the complainant informed us that she was seeking legal representation. In accordance with our policies and procedures the complainant has been advised to have her legal counsel contact us from this point forward on her behalf.
  
   From that point on there had been no communication until the BBB current complaint resolution email was received and addressed.
  
  PS: The Better Business Bureau website only allows 5 attachments and a max **** of 8MB; even after compressing the file exceeds the limits.
  We have signed copies by all parties of the completed work as well as two different home inspection reports.
  
  Thank you.
  

  Customer response

  03/21/2024

   I am rejecting this response because:
  
  They are lying about showing up and no one was home. Please, look at your track records of complaints. We all seem to have the same issues.  I spoke with Mrs ****** today to send all appointment times and dates to my email address to cover myself from Saratoga falsifying information. I am a homemaker and my husband is home during the day because, He works at night. 

  Also, you didn't repair several items. You didn't repairs the bottom of my cabinet, replace the missing tiles, the nail holes in my cabinet, no caulking, no paint behind my stove or cabinets, ***************** repair was patched with cement and not a brick and has cracked. You have not address the rust in my tub , sink, nor refrigerator, from the month of July when we closed. You did not fix the issues address on the inspection sheet: moisture under several tiles, The attic support beams are missing. The doors were not repaired correctly: I have to hold my door to close it, I have cracks in my doors, the patio support beam that is off the cement you refused to fix it, and there is so much more that I could name. The **** is not fixed: I live in a *************** home and only have one unit that is not properly cooling the house: per research  my home should have two units. To many things to name and go through , I have proof. You send *********** people for certain things and they batch repair and it continues to break. 

  I do understand your lack of integrity to make the homeowner look bad but I have a paper trail and also from then on will save the screen shots of times you arrive and days to cover my family. 

   

  Business response

  03/22/2024

  Better Business Bureau,

  Thank you once again for communicating with us.

  It does not appear that the complainant had an opportunity to read our reply; the complainant advised our customer service department that they were having their legal counsel contact us.

  Thank you.

   

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am writing because I have a complaint about Saratoga homes. Since last spring 2023, in the first few months that we moved into our new home, I sent in work order and emailed Saratoga about issues that were going on with the home. These issues included: a loose floorboard in the upstairs master bedroom, shower wall in the masters that was coming off, crack in the ceiling of the master bedroom, loose ceiling fan in the master bedroom, creaking staircase, Ac unit that smelled of humidity exhaust fan in the master bedroom that was spilling dust, and many more. This year end list had a total of 17 concerns with home and only 9 have been completed after many calls and emails that I had to send to remind them. My biggest upset has been with the staircase, I requested last year in the spring and was only contacted in December of 2023 and was left with an unfinish staircase for a month. There are still many things with the home that I need fixed, and I submitted this request last year because we have the year warranty with the home builder.Also, regarding the **** I have not seen any action from them in the neighborhood. Our neighborhood is full of trash and overgrown laws. We pay around $400 for the *** but it seems as though it does not exist. I have emailed and complained and have not seen any action taken to get these issues resolved. Due to the trash we always have birds and flies everywhere.

  Business response

  01/29/2024

  Better Business Bureau,

  Thank you for taking the time to communicate with us.

  Our records show that it has been rather challenging to schedule work with the complainant.

  We sent the materials to complete the repairs straight over to the complainants home and were not informed of the delivery.

  We are ready to assist as long as the complainant commits to schedule the appointment.

  Please have the complainant call ************************************** at ************** for further assistance.

  Thank you.
  
  

   

  
  

  Customer response

  01/31/2024

   I am rejecting this response because:
  
  I have proof of all the emails where I have told them the days and times that I will be at home and I did inform them of when the materials arrived. Attached are all the emails that I have sent and have had ignored. I am still waiting for the rest of my items to be completed. 

  Business response

  02/01/2024

  Better Business Bureau,

  Thank you once again for communicating with **.

  Nothing has changed in our response; we in-fact included the contact number for the Division President in *******.

  The complaint is being sent to the ******* ***** Division so if the answer is not satisfactory and the issues are bonafide, the complaint should use the contact information they were provided to speak to the top person in *******. 
  

  Thank you.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought this brand new house with brand new appliances including a gas range and an oven in mid 2023. From the beginning the oven was not functioning correctly so we informed the builder many times about it. When we operate the oven gas smell spread to the upstairs too from the beginning and now it sparks when ignites and blows out the oven door with a huge bang. It is very scary since we have a baby at home and it is a major safety issue for us. We tried many times to contact the builder regarding this but failed. They give many different excuses and just dont take proper action to take care of the issue. Also from the day 1 there was a creaking sound on the upstair floor and we informed them about it. After many tries they came to have a visit and told they will fix it. But after many months nobody came to fix it yet. Now there are few more places with the creaking sound in upstairs and its very much annoying. The dish washer is not operating at all from the day one and tried many times to inform them but the builder does not take any care about the complaints. Therefore theres no way for us to use the dishwasher too.

  Business response

  01/03/2024

  Better Business Bureau,

  Thank you for taking the time to reach out to us.

  At this time we don't have enough information from the complainant to further assist him/her.

  The phone number listed is incomplete and there is no property address listed.

   

  Thank you.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Closed on a new house in April 2021. Been having multiple warranty issues that were not resolved correctly by their subcontractors and now they flat out refuse to do the work.

  Business response

  10/13/2023

  Better Business Bureau,
  
  We are in receipt of Complaint #********.

  
  Thank you for taking the time to communicate with us.

  
  It truly pains us to answer this complaint as it appears to be of a sensitive nature for the complainant.

  
  We are unable to order our subcontractors, construction managers or even appliance supplier to enter the complainants residence due to unsanitary conditions found within the house; the personal accounts that have been rendered mention animal f**** and urine to such an extent that the workers,supervisors and suppliers will not enter.

  
  We have been advised in writing by the appliance supplier that they will not go in the house and for us to please stop asking.

  
  Once again; it truly pains us to answer this complaint but our backs are against the wall.
  
  Thank you

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new home from Saratoga Homes in 2022 and moved into the house. After a few months I noticed that the Refrigerator, ********** is showing signs of problems and requested them to fix it. They were very difficult to communicate and finally told me that the Dishwasher warranty expired in 1 year and the same thing with the refrigerator. After months of communications they said that the refrigerator will be fixed eventually and when the technician is available. I was waiting a long time and right now it stands like they will not fix it.

  Business response

  07/26/2023

  Better Business Bureau,

  We are in receipt of the Better Business Bureau complaint #********.

  Thank you for taking the time to communicate with us.

  We have reviewed the closing date and found it to be December 30, 2021; the complainant is well aware that appliances have a manufacturer warranty and not a builder warranty.

  Both the original purchase agreement (paragraph 15) and the warranty booklet that was issued to the complainant at closing make this very clear.

  HOMEOWNERS WARRANTIES: Buyer has been provided an approved FHA 10-year Limited Warranty program and has read and understood Sellers warranty administered by *************. Buyer understands and agrees that the above warranties are provided by the Seller in lieu of all other warranties, oral agreements, or representations. The terms of the Limited Warranty Program are incorporated herein by reference the same as if set forth at length.It is expressly agreed between Seller and Buyer that the Special Warranty Deed to be executed and delivered by Seller to Buyer upon closing shall contain the following terms: GRANTOR MAKES THIS CONVEYANCE WITH THE FOLLOWING LIMITATIONS CONCERNING WARRANTIES, EXPRESSED OR IMPLIED: THE ONLY EXPRESS WARRANTY GIVEN RELATING TO CONSTRUCTION OF THE IMPROVEMENTS ON THIS LAND IS THAT WRITTEN LIMITED WARRANTY CONTAINED IN THE WARRANTY AGREEMENT BOOKLET OF HOME BUYERS WARRANTY AND, TO THE EXTENT PERMITTED BY LAW, ALL EXPRESS AND IMPLIED WARRANTIES, INCLUDING THE WARRANTY OF CONSTRUCTION IN A GOOD AND WORKMANLIKE MANNER, ARE HEREBY WAIVED, DISCLAIMED AND EXCLUDED. BUYER ACKNOWLEDGES THAT SELLERS WARRANTY MAY BE ADVERSELY AFFECTED BY BUYERS FAILURE TO MAINTAIN THE GRADES ESTABLISHED FOR BUYERS HOME. Nothing herein shall limit the warranty of Seller as to the title of the property described herein. Buyer understands and agrees that the warranty of all appliances and other consumer products installed in the home are those of the manufacturer or supplier and same are assigned to Buyer, effective on the date of closing.

  Once again, thank you for taking the time to communicate with us even though we are unable to go against the warranty with regards to appliances.
  

  Thank you.

   

   

  Customer response

  08/01/2023

   I am rejecting this response because:
  As per the 1 year limited warranty provided by the manufacturer I contacted Saratoga Homes to make arrangements to fix the appliance or replace it. They agreed to do it 

  knowing that the appliances broke and this has happend before the completion of 1 year. In the meantime there were several other issues with the house like the backyard lawn

  was found to be flooded with rain water, kitchen cabinet damages, mirror replacement, garage door problems etc.. I had to fight with them to get things done one by one for long time.

  They always come up with excuses that their staff got fired or other issues which has nothing to do with me. After several months of communications and visits by their managers

  and technicians I was somehow able to get the above mentioned problems taken care of. The warranty  periond expiration for 1 year has only happend because of the delay on their

  part in solving other problems. So  Saratoga Homes is liable to have the refrigerator and dish washer fixed or replaced without any more delay.

  
  

  Business response

  08/02/2023

  Better Business Bureau,

  Our previous response is quite accurate; The builder does not warranty appliances since they are covered by the manufacturer.

  The exact verbiage was part of the original purchase agreement as we provided in our last reply, we value the complainants position, but she is not reading her purchase agreement and warranty booklet.

  We are closing this case on our end due to the facts "not opinions" that were agreed to in writing by all parties.

  Thank you.

   

   

  
  

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We noticed a tile from the roof fell off onto the driveway. We called Saratoga on multiple occasions to come out and fix it. We were told that we needed to call our insurance company. Saratoga finally provided an inspector to come out and look at the roof. Saratoga called us and told me to tell my husband to not call the insurance company. The lady at the front desk insisted that we did not call. We called anyway, the insurance adjuster came out and did an inspection of our roof and discovered over multiple discrepancies to the roof and also to the stucco on the side of the house. This was discovered in late March early April. We have called Saratoga multiple times to fix this issue. They send someone out there who did not speak English, my husband spoke with a gentleman from Saratoga and was told the workers were going to come back out and they never did. My husband called again multiple times were the lady at the front desk hung up on him multiple times. I just want to get everything fixed from the roof to the stucco on the side of my house. This has turn out to be a complete nightmare. We just purchased the house in November 2022 and it is still under the one year warranty.

  Business response

  05/31/2023

  From: *********************** <************************************************************>
  Sent: Wednesday, May 31, 2023 4:16 PM
  To: resolutions1 bbbelpaso.org <*********************************************>
  Subject: RE: You have a New Message from BBB Serving ******* *****, Consumer Complaint #********

   

  ******************,

   

  What do you mean by clarification?

   

  Mario

  Business response

  05/31/2023

  ******************,

   

  The system would not accept the file format of the pictures we sent you and it asked for us to try again.

   

  You can see on image (IMG_5334) the date as 05/08/2023 which matches when the repairs were commenced; the subcontractor is waiting to hear back from us after we experience a rainy day as proof that the repairs were successful. Its always good to test your roof repairs.

  The stucco patches were wet when the pictures were taken so they dry and bake in the sun before they blend in.

   

  Clearly the work was already completed before the complaint was made.

   

  Thank you,

  Business response

  05/31/2023

  Better Business Bureau,
  
  We are in receipt of Complaint 20094258.

  Thank you for taking the time to communicate with us.

  
  We are at a loss for words in this matter, as the complainant took the time to write a very inaccurate statement.

  
  We are not affiliated or affected by insurance companies so there is no benefit in encouraging or discouraging anyone form calling their insurance company.

  Our customer service employees are mature and tenured individuals with families and responsibilities that reach further than the disparaging claims made against them; if however the complainant feels differently then perhaps a visit in person to our office to complain directly to their supervisor would be in order, but I doubt the complainant will muster the courage to disparage good, hard working people in person.

  In respects to truthful and accurate statements we can clearly say that we received this complaint on 05/31/2023 and the roof tiles were already repaired and addressed on 05/10/2023; the stucco patching was completed on 05/23/2023. It appears that the complaint waited for all the work to be completed before seeking some sort of misguided revenge.

  We lament the complainants need to misrepresent facts; we however will continue to stand behind our warranty.
  
  Thank you. 

  Business response

  05/31/2023

  From: *********************** <************************************************************>
  Sent: Wednesday, May 31, 2023 4:16 PM
  To: resolutions1 bbbelpaso.org <*********************************************>
  Subject: RE: You have a New Message from BBB Serving ******* *****, Consumer Complaint #********

   

  ******************,

   

  What do you mean by clarification?

   

  Mario

  Business response

  06/05/2023

  From: *********************** <*******************************************************>
  Sent: Monday, June 5, 2023 3:44 PM
  To: resolutions1 bbbelpaso.org <*********************************************>
  Subject: RE: You have a New Message from BBB Serving ******* *****, Consumer Complaint #********

   

  Good Afternoon ******************,

   

  Did you receive the photos I sent by email last week?

   

  Thank you for your help.

  Business response

  06/06/2023

  From: *********************** <************************************************************>
  Sent: Tuesday, June 6, 2023 11:12 AM
  To: resolutions1 bbbelpaso.org <*********************************************>
  Subject: Re: You have a New Message from BBB Serving ******* *****, Consumer Complaint #********

   

  Excellent, thank you maam.

  ***********************

   

  
  
  

  On Jun 6, 2023, at 11:11, resolutions1 bbbelpaso.org <*********************************************> wrote:

  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

   

  Yes,  I did receive your emails.

   

  Customer response

  06/21/2023

   I am rejecting this response because:
  My roof was not properly secured with nails not only in the front but in the back as well too. The whole roof which I provided pictures for was not nailed, there were broken tiles on the roof as while as some roof tiles was not even covering the roof. The gentleman came out and was here for about 30 minutes and my husband was told when he called that they left because he was explaining to them about the roof but in turns was told that he had an attitude with the workers. They never came back to finish any job. As far as the stucco the gentleman came and put stucco over the issue but it never settled on the house and I can literally press on it and it makes an indention when its not suppose to at all. I want them to fix the issues not cover up the problem. 
  
  

  Business response

  06/22/2023

  Better Business Bureau,

  The pictures submitted by the complainant are date 04/23, our roofer was there 05/08 as you can see on the date stamp from both his and our pictures.

  Please let us know if there is any updated information you would like us to review.

  Thank you.

  Customer response

  06/24/2023

   I am rejecting this response because:
  
  They only corrected some of the issue. The exterior vent still missing cover, the gap between the  Stucco and tile on the roof is still there. Tiles that fell off the roof because poor installation still not replace.
  
  In addition, the stucco from the exterior outside left side wall of the house, when veiw from the road, has defects (poorly insulated resulting in soft part of the wall). 
  

  As shown in their pictures they only show one portion of the roof and not all the issues that we have addressed and have proof of. My husband dropped off a 64 pages of what was found wrong with the roof. Not one did anyone come out to check to see if the roof was actually repaired. Also, the picture that was provided by them wasnt even the issue from the beginning. It was never that part of the house but when the guy was dropping off the bucket of the stucco he said that he put some on there and that we would have to call Saratoga to put in another work order to get that portion fix. But once again no representative from Saratoga came out to see if the issue was resolved. 
  

  Also, it is very unprofessional for them to say, but I doubt the complainant will muster the courage to disparage good, hard working people in person. If this displays mature customer service I would hate to see what their bad customer service looks like. I have asked on many occasions to speak with the supervisor and was told he was in meetings or either not there. I even stated that I would like to see him in person but once again I was told that he was either about to leave the office or not there. 
  

  Stated by Saratoga, We lament the complainants need to
  misrepresent facts; we however will continue to stand behind our warranty. My complaints are valid, all I am asking for is for them to stand behind their warranty. I highly recommend when you have workers on site that a supervisor or representative from Saratoga shows up to ensure the work is being done and correctly. 

  
  

  Business response

  06/29/2023

  Better Business Bureau,

  We are in receipt of the latest rebuttal by the complainant.

  We strongly suggest that the complainant that is answering back to the BBB takes a minute to communicate with her husband to avoid this continuous back and forward messaging.

  The offer for the complainant to address us in person stands firm as it was offered before.

  Our customer service department has spoken to the complainant's husband on a few occasions and in fact set up an appointment to return to the house and review the stucco for the sake of double checking.

  The appointment was set between our customer service department and the complainant's husband for July 14th; unfortunately, the complaint is not aware of our communication with her husband.

  Thank you.

   

   

• Initial Complaint

  05/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Made multiple complaints about issues with a brand new build home that I purchased from them and they never properly fix any of the items, came multiple times to try to correct the same issues with no results, they promised to come back and fix the issues and they never came back with materials to fix anything. Its been over 6 months and every time I had call them they never give me a resolution. My roof its damage due to not properly installing roof tiles, extirpe walls not attack to house frame and all sorts of critters come in. Builder says thats the way they do walls but you can put your entire arm inside wall from the outside and and pull insolation. Damages inside house due to water leak and never was corrected. I tried many times talking to their office manager and never got a straight answer on how they were going to fix any of the issues. They forgot to properly install AC drainage lines and had to come back and cut holes on wall without properly installing them. They had to also come back and cut holes on roof since they didnt install exhaust pipe for laundry room, and heat pipe for water heater touches combustible materials on attack but they said thats not a big issue for them to correct.

  Business response

  05/23/2023

  Better Business Bureau,
  
  We are in receipt of complaint #********.

  
  Thank you for taking the time to communicate with us.

  
  We have attached 5 PDF containing all the signed and completed service tickets that were requested by the complainant.

  Please note that a (3) part scan contains the private inspection that was ordered by the complainant, it includes the signed and completed service items listed on the report.

  To the best of our knowledge there are zero items pending.

  
  We have answered all requests as the attached proof will confirm; if there are additional concerns, we will gladly address them but as of today there are non-pending.

  
  Thank you.

  Customer response

  06/07/2023

   I am rejecting this response because: they should have the reports from when their construction  supervisor ******* came through and said he was ordering 
  Material to fix deficiencies. My property insurance came to inspect my roof but they wont give me a copy of the report but they did tell me that the roof wasnt  install properly and theres areas where theres nothing holding the roof to the structure of the house, they also said all the exhaust pipes are not the right ones and Saratoga own roof contractor told me the roof is wasnt done right but that he wasnt the one to do the work but he couldnt give me the pictures of everything he found cause he would get in trouble with them for disclosing that information. I had to pay out of pocket for the inspection and they still didnt address all the issues or fix them properly and theres work orders missing or not properly documented from them.
  
  

  Business response

  06/22/2023

  Better Business Bureau,

  We are in receipt of the complainant's rebuttal.

  In our previous communication we attached not only the private inspection report ordered and paid for by the complainant but also the signed as completed work orders pertaining to the work items.

  Everything we have submitted is signed and accepted in writing; we are not making any verbal claims that cannot be proven.

  Adding unsupported claims of what the complainant alleges was said or not said by his insurance company, contractors or anyone else is unnecessary and rather injurious to the character of the individuals in what seems to be an attempt to lend credibility to his argument. 

  In an effort to avoid misunderstandings and misinterpretations we maintain written records as you have seen in our last communication.

  Nevertheless, we will ask our customer service department to reach out to the complainant and schedule yet another appointment to review and revisit the issue (s) at hand.

  Thank you.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Saratoga homes does shady illegal business. They added information to our contract without our knowledge or consent.I received a new construction home contract back from the builders that says ****** acknowledges and agrees that the sales price includes a lot premium of $2000 payable in cash at time of closing if the appraisal does not meet or exceed the sales price. My issue is when we signed the original contract the price was blanked. Which I assumed there was no premium. The builders added $2000 in the blank after we signed without our acknowledgment. When we called the sales rep she said she didnt think it was a big deal because she believes the house will appraise above the sales price and we can walk away if it doesnt. I asked her and the sales manager what makes this property unique to have a lot premium and their answer was, walk away if you feel uncomfortable. Then I asked what does the lot premium have to do with the appraisal and why was we not notified that changes were made to the contract. The sales manager said there were no changes to the contract and that the $2000 should have been in there when we signed and if we have an issue we need to get a real estate attorney to talk to their attorneys. Then she proceed to say we have sold 300 homes with no issues and this is a minor dispute. She said shes canceling the contract and they dont want our business. I know thats long. Can someone provide any insight on the questions I asked and what should I do next? Also, is it legal for them to add information after we sign without our acknowledgment?

  Business response

  05/05/2023

  Better Business Bureau,

  
  We are in receipt of complaint ID ********.

  
  Thank you for taking the time to communicate with us.

  
  It appears that the complainant has already spoken with our sales manager so we may not be able to provide additional information;additionally, nothing out of the ordinary appears to have taken place.

  
  All purchase agreements have a blank for lot premiums, but the lot premium does not affect the sales price that was listed on the purchase agreement; in fact, the entire paragraph goes on to explain what the buyers course of action or remedies are in the event of a short appraisal, this is known as the escape clause, and it protects the buyer in the event of a short property appraisal.

  
  Perhaps the sales manager attempted but failed to explain the complainants concern so she recommended the assistance of her own attorney so her mind could be set at ease.

  For the record, the contract was never cancelled since it was never accepted by the seller. In other words, we do not have a contract now or did we ever have one.

  
  Apparently, no good deed goes unpunished.

  
  Surely there are many other builders that can assist the complainant in her search for a home.
  We dont seem to be the right ones in this occasion.

  
  Thank you.  

  Customer response

  05/18/2023

   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.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Conducted walk through (1/11/23). No refrigerator as we were verbally told by sales rep *************************** all appliances was included. Realtor contacted rep he stated we will have the appliances before closing next day. Walk the home made notation of visible issues blue tape everywhere. CM (****) advised all items are required to be completed prior to closing. EOD driving home realtor calls advised sales manger declined is the receipt of appliances. Request to speak with manager *** stated they were inaccessible and he was to due to he was taking off to celebrate girlfriend 30th bday. Next day, still no said appliances, still no contact with sales team. Conducted another walk through all tape removed only 1/2 of items addressed. Doors still off hinges, one of hinges broken(request door replaced), found 1 but 2 leaks (kitchen pipes/upstairs toilet) both flowing water floor boards/tile drenched in water. Requested these items to be replaced after fixed. Advised they can't correct issue until next week. All parties were there and could have fixed issues but refused. I have 6 people (2 elders) need all bathrooms operable. Still excuses. Left to complete closing docs. No one from Saratoga House came and represented the company. No welcome basket, card, phone call nothing. Took a pic with title company holding their key in their office. Went to sales office to pick up keys rep wanted to take a pic in front model home not the beautiful home we just purchased. She was too cold to go across the street to snap pic in front of our home. They completely disregarded and recycled us like last weeks trash. Realtor had to beg Saratoga again for the required VA docs the title company requested numerous of times within a 2 week period. **** excuse was: Our management was out of town for a conference that ended today. (For 2 weeks) They are getting to your files now. And i will be back myself monday night. COMPLETE NIGHTMARE!! OVER PROMISE & UNDER DELIVER!!! BUYERS BEWARE OF THE ******

  Business response

  01/13/2023

  Better Business Bureau,

  We are in receipt of complain #********, thank you for taking the time to communicate with us.

  We have attached the actual purchase agreement and final customer walk thru for your review.

  You will not find any mention of a free refrigerator, in fact the appliance package selected at the bottom of the last page clearly states the appliances included, the complainant signed the entire agreement including the appliance description.

  The same purchase agreement will clearly state that there are no verbal agreements made between the two parties.

  We have one pending item to address from the final walk thru as you will be able to see for yourself on the attached forms.

  We will certainly address the missing item and will proudly stand behind our warranty.

  Unless there are documents signed by the complainant and the seller indicting otherwise, we will not be adding a refrigerator or any other item.

  Everything including the missing repair item is in writing, so we rest easy in the full knowledge that we are not in the wrong.

  Thank you.

   

   

   

  Customer response

  01/23/2023

   I am rejecting this response because: the seller verbally agreed to the appliances and as stated the day of the final walk he advised my realtor that we would have the appliances by end of day. Saratoga is notorious for over selling and under delivering. The sales manager came to my home about this matter speaking to me in a very aggressive tone and was being very condescending. He kept air quoting me sterile g this is the ******* way. I felt very threatened and had my husband join our conversation. He also tried to go over the actual construction issues that we are having. I advised him to stick to his side of the house which is sales. He wasn't pleased with that at all. I asked if he had any solutions to the problems dealing with the sales part of things and he straight up said no. Again, he never addressed the way they handled things. The sales agent was with him and only apologized for not being more attentive because he had leave planned a few months ago and was only concerned about his girlfriend birthday. Again no accountability on their part. No solutions, no suggestions just excuses and finger quotes stating it's the ******* way. This is very unprofessional and the fact that they don't care that they stripped us of the whole new house buying experience with their empty promises and lack of doing their jobs is unacceptable. I expect resolution! 
  
  
  

  Business response

  01/25/2023

  Better Business Bureau,

  In our last reply we provided written signed evidence of our position therefore there is really nothing left to discuss "unless" the complainant has written signed evidence to the contrary which clearly does not exist, or it would have been presented by the complainant already. We have attached it hereto once again just in case the complainant failed to read it.

  We as always, we continue to stand behind our written warranty for the entire duration of the agreement.

  Thank you.

   

   

   

  Customer response

  03/23/2023

  Potential Duplicate Complaints:

  ComplaintID: 19624171 - 3/20/2023 1:30:23 PM

   

  Problem: We purchased a home 1/12/23 from this builder. From the beginning it was a disaster. We never got a proper welcome package with a closing photo in front of our home. We have all types of items that needs fixing. From water leaks (toilet/sink), adjustments in cabinets, frame work of whole 2nd floor and stairs (broken boards), missing limestone on exterior of front wall of home, support beams for the closets racks, paint specific areas of interior, fence needs more 2x4's and replaced weak broken wood. I have huge gaps in the fence and you can see straight through. At the bottom of the fence there are huge whole and my dog can slip underneath them. I have opened my door to find another dog in my back yard. ***** in the home office would schedule repairs and contractors will no show or come with no tools to do the work stating they have other appointments. We had a visit 3 weeks ago from *****'s boss ************** to rewalk the home and push to have unfinished items done. He took pics and documented unlined issues. He called Deira in our presence to schedule work. He assured us he would handle this immediately. Since his departure nothing has been done. No one in corporate knows anything about his visit nor work that's needed. This is causing mental anguish for my family & I. For months we haven't been able to properly unpack and live in our home. I work from home and can't properly setup my office because we have boxes everywhere and no where to put them. I would call and email Deira every few days just for my calls and emails to go unanswered. If she calls back it's at the end of the day when no work can be done. She to hasn't heard nor received a list of items from ************** so she can schedule the work. This man represents this company and this company is responsible for him. I wouldn't advise anyone to purchase a home from them. They really need to be investigated especially the contractors they work with. They come and claim they don't speak English. How you run a business in the US and don't read or speak English. How do you register your business, I-9 docs, taxes, cash your check. Come on!!!!

  Desired Outcome: Finish the job; Repair
  

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