ComplaintsforZia Homes of EL Paso, LLC

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is the second leak our house has had. We bought it November of 2021. We have paperwork stating *** has a 10 year builder warrenty to cover roof repair, yet they refuse to help and repair the roof. Dealing with their warrenty department in general is unpredictable, because they say some one will come to your home on a certain day around a certain time and no one ever shows up. You can have a date set for a 30 day or 1 year warrenty discrepancy and they don't finish or even come to fix what was reported. We have a few items that still are not complete from out 1 year warrent. And at this point my concern is just repair the s***** job they allowed the roofers they hired to do originally. This is not good business they are most definitely in the business of production over quality and it shows in my house and my whole neighbor block of zia homes houses who have had multiple issues as well to include major gas leaks. Do not buy with zia homes even though the incentives look appealing. It is not worth it. All around you can see the low tier work they allow people to provide for them *** leave it uncorrected. Something as simple as caulking looks like s*** in these zia homes, and with something that simple I guess I shouldn't be surprised the issues myself and my neighbors are having.

  Business response

  06/19/2024

  After speaking with my team, all repairs that were submitted on the 1-year list have been completed. Roof repairs that were reported in the 1st year of warranty were repaired, none per reported in the patio area. 
  Based on the Home of Texas Warranty they purchased with the home the roofing is only covered in the first year of the warranty. After the 1st year of warranty, it becomes the homeowner's responsibility to conduct yearly maintenance. The closing date for this address is 11/10/2021, therefore they are out of their 1-year warranty with Builder. 
  
  The structural 10-year warranty only covers major defects in the structure of the home, roofing is not a major defect per Home of *****. I've attached a copy of the Home of Texas for reference.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ZIA HOMES: We have MOLD, which was caused by a waterline being punctured during construction. We have been dealing with this issue for 4 months now. We have a 1 year warranty, which this is covered under. The mold was found on the exterior of the house and on the inside of the house behind the kitchen sink. The interior repairs were completed.There was NO work done to the exterior of the house. Upon using their infrared to detect moisture, the restoration company advised that the exterior wall needed to be opened up 2 feet on each side of where the mold was located, remove the mold, and the rotted material would need to be replaced. The work to the exterior of the house was NEVER completed but Zia Homes and ***************************** said all the work was completed and refused to have a verbal conversation with us or provide any documentation supporting their statement.Finally Zia Homes provided photos showing completed work to the interior, the same photos I already provided to them of the interior, saying this is the ONLY report they have showing any repairs and there is no report showing exterior repairs. We again, pointed out that is the issue that there were NO repairs done to the exterior. ****** is now trying to push blame on American Restoration: my warrant is with ZIA Homes, not American Restoration ****** told us that she nor her "staff will be responding to any my request" on this matter. Email attached. showing that she has NO proof to support her report that the mold was repaired. Our exterior wall was only opened enough to see the cause of the leak, then was "temporarily sealed" with no 4'x2' cut out to rip out and replace the mold and rotted materials. (photo)ZIA Homes has breached their contract.ZIA Homes has failed to complete the restoration of the mold that was caused BY ZIA while the home was under construction.ZIA Homes has no proof showing MOLD and rotted material was removed and properly replaced, yet they say that this was complete.

  Business response

  10/16/2023

  We have already addressed this complaint previously. Providing multiple complaints regarding the same issue does not change the outcome.  We have responded to ******************** on previous complaint 59171068-62CC4.  We have provided all the documentation requested and have not change our response.  Previous response below.

  We sincerely appreciate your taking the time to bring your concerns to our attention through your Better Business Bureau complaint. Please allow me to express our gratitude for your feedback, and to extend our apologies for any inconvenience you may have experienced as a result of the issue you raised.
  
  Your feedback is invaluable to us, as it enables us to continuously improve our products and services. We want you to know that we take your concerns seriously and are committed to resolving the problem promptly and effectively.
  
  Our team has thoroughly reviewed your complaint and is actively working to address the underlying issue. We understand how frustrating it can be when expectations are not met, and we are fully dedicated to ensuring a satisfactory resolution for you.  The current remedy for the situation which our team has been implementing is the correct and only remedy we will be implementing.
  
  Once again, we apologize for any inconvenience this issue has caused you. Your satisfaction is of the utmost importance to us, and we are determined to regain your trust in our products and services.
  
  If you have any further questions or would like to provide additional information, please feel free to reach out to our warranty customer service team at ************.  We are here to assist you in any way we can.
  
  Thank you for your understanding and patience as we work through this matter.
  
  Respectfully, 
  *********************************
  CEO
  
  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  MOLD!! THEY REFUSE TO COMPLETE THE WORK. purchased ****** POTENTIAL HEALTH ISSUES. On May 1st of this year we notified them that we had a leak which was coming from the inside of the house due to a water pipe being punctured during construction. It took Zia 4 days to come out, even though we were promised next day. American restoration came out and used their infrared to show us how much of the exterior needed to be gutted, **** markings on the house, and told us that we need all the materials to be replaced because they were rotted and would lead to further complications. ******* with Zia homes said they would address the inside first, then the outside. We were without a kitchen for 42 days while the repairs were being slowly made. They refuse to address the exterior mold and rotted material. They came out and patched up the wall without our consent. - this is not fixing the problem, but only leaving us vulnerable to future issues and saying that American Restoration was incorrect in their observation. They also refuse to provide documentation. My countertop on one end had to be take out and when they did this- they broke it. They refused to replace the counter top with a matching piece, so my kitchen is NOT what I agreed to at my walk through and closing. ******* had me drive to 2 different locations to pick out new counter tops, and promised compensation for our time without a kitchen. Conveniently for them, ******* was let go during this process, so someone named ****** is refusing to honor anything and does not see why they would need to make me hole. I have asked to speak with *************************, the owner, and I was told "******* does not believe this warrants a phone call". IF that is true-Shame on you *************************. Not to mention the 8 other issues on my warranty list that have yet to be completed and now they are refusing to do. Making up excuses as to why it wont be covered ,and that they can not prove nor show me where or why this would be denied.

  Business response

  08/21/2023

  We sincerely appreciate your taking the time to bring your concerns to our attention through your Better Business Bureau complaint. Please allow me to express our gratitude for your feedback, and to extend our apologies for any inconvenience you may have experienced as a result of the issue you raised.
  
  Your feedback is invaluable to us, as it enables us to continuously improve our products and services. We want you to know that we take your concerns seriously and are committed to resolving the problem promptly and effectively.
  
  Our team has thoroughly reviewed your complaint and is actively working to address the underlying issue. We understand how frustrating it can be when expectations are not met, and we are fully dedicated to ensuring a satisfactory resolution for you.  The current remedy for the situation which our team has been implementing is the correct and only remedy we will be implementing.
  
  Once again, we apologize for any inconvenience this issue has caused you. Your satisfaction is of the utmost importance to us, and we are determined to regain your trust in our products and services.
  
  If you have any further questions or would like to provide additional information, please feel free to reach out to our warranty customer service team at ************.  We are here to assist you in any way we can.
  
  Thank you for your understanding and patience as we work through this matter.
  

  Respectfully, 

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

  CEO

  
  

  Customer response

  08/23/2023

   I am rejecting this response because:
  The company has still yet to provide documentation from American Restoration in regards to what work was completed. Zia advises they will not share this information.  I called American Restoration and the work is under warranty but I do not have rights to the warranty unless I have the documentation as American Restoration does not have the paperwork and states they gave it to Zia Homes. I asked American Restoration if there was any reason *** would be unwilling to share the documentation and they said NO. There is no confidential information on their documents. 

  The only reason I can think of ZIA not wanting to share the documentation on my house, is because they did not complete the mold repairs up to ***** regulations and have misrepresented their contact and have fabricated the extent of repairs. 

  If I legally have to disclose the mold and repairs when I sell this house,  how can I do that when *** refuses to legally disclose? How do I use the warranty if *** refuses to provide me the proper documentation? 

   

  
  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to work with the warranty department in regards to my sliding door that leads to my backyard door was poorly installed, as I have been told by other professional door companies. I have tried multiple attempts to resolve issue with company and all I get or false promises that they will be there on Monday and never show up. Its been three weeks in a row and no one shows up.

  Business response

  06/26/2023

  Homeowner reported an issue with one sliding glass door only opening about 40%-50% on one side. Our team sent the trade out to examine the door and was advised the door needed adjustment regarding the frame. Our team has since been out to the home to address the issue by adjusting the door without any demo, specifically on 6/22/23. While one door is opening 100%, the other door still needs to be adjusted since it is only opening about 90% now.The doors do latch correctly and do not pose a safety issue, however the homeowner was not satisfied with the door not opening 100%. While at the appointment, our Warranty Manager mentioned to the homeowner that we can adjust the door better if we were to access the framing above the door, but the homeowner refused this option as he did not want us to cut the stucco or drywall to address correctly. While the door is opening much more now, we stand by our recommendation to adjust the door by accessing the frame inside the walls. Unfortunately, without the homeowners permission, we are forced to leave the door as is.  We do, however, want the opportunity to finish the work, so we are unsure why the homeowner has submitted a claim when we have offered to repair as necessary and as noted under the ************* Handbook we provided prior to closing. We currently have his warranty claim open, but in the event the homeowner refuses service again, we will have no option other than to allow the homeowner to decline their warranty option with us and repair as they please outside of a warranty claim. 

  Customer response

  07/04/2023

   I am rejecting this response because:
  
  First of all, that is a complete lie you did not try to fix door by cutting sheet rock or cutting st stucco the person that came out to repair door, was trying to cut into the actual sliding door frame, which is not in no way the way to do it I encourage you to come back and cut the sheet rock and stucco to fix sliding door issue. On the other hand I will not let you guys cut into door frame as it will make the door look unappealing. 

  Business response

  07/07/2023

  I believe there is some misunderstanding.  Our apologies if we did not communicate effectively.  We want to adjust by cutting into the stucco and sheetrock.Color variances in paint and stucco will occur, considered cosmetic and will not be addressed after repair is completed unless we deem it as a major variance.  Please advise if this resolution is accepted.

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