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:11/03/2023

  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.

  August 20, 2021, we signed a contract with Royal Crest Custom Homes, Ltd. to build us a new home on a couple acres of land. The contract price for the home was $693,500. We purchased the home on June 27, 2022, in the amount of $708,922 and moved in officially on June 29th, 2022. Our allegations against them include fraudulent negligence, breach of warranty, and deceptive practices. We hired an attorney to help us mediate with them and upon counter-arguing never heard from them again. We recently reengaged contact with them due to a septic leak and they are not going to do anything about it. They also told us that they haven't been in contact with us because "******************** is difficult to work with." So they felt that was reason enough to not uphold their legal obligations per contract and warranty. More details attached containing the dates/times of events. These people are scammers and should lose their building license for deceptive practices. Meanwhile, our land is damaged due to the septic leak and no one is taking accountability for it. We need help.

• Initial Complaint

  Date:07/17/2023

  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.

  On 28 June, my family and I noticed that the **** unit was not cooling so we called our maintenance company to diagnose the issue. Upon investigation, the technician noticed that the condenser had failed due a leak/hole in one of the copper supply/return lines. He also stated that the leak/hole appeared to be the result of improper installation which caused a pressure build up in the line which eventually ruptured the line. This is not the first instance of Royal Crests **** installer (ICE ****) installing something improperly in my home. The original until had to be replaced within the first 6 months of the home being built because Neither Royal Crest nor ICE **** could figure out why the unit was sweating and causing water to leak into my electrical panel. Needless to say I had to replace the entire unit again after this most recent diagnosis. With temperatures above 100 degrees for the past two - three weeks, my wife and I felt we had no choice but go with the replacement versus paying thousands in labor to allow ICE **** patch or do a warranty replacement on the second unit. If the have failed to get it right twice, why give them a third opportunity to beat me again? With that being said, my wife took the extra step of contacting the owner of Royal Crest (*******************) to see if he would authorize the replacement since his company chose to go with ICE ****not us. **** stated in a recorded phone call that he would ensure that we were reimbursed for the new system only to go back on his word after we submitted the invoice to following the repair. I wish my story was an anomaly but I cant count the number of my neighbors who have submitted complaints on our neighborhood ******** page about the horrible quality and dismissive attitude they experienced from **** and his company. It is no surprise that Royal Crest has 1 of 5 stars and apparently **** doesnt care to do any better. I guess as long as the money rolls in he can sleep like a baby at night.

  Business Response

  Date: 08/08/2023

  June 28th I received a call from ***************** stating she had no air-conditioning.  It was after work hours and I was at home.  She stated she had a repair company at her house and was ready to fix the system, but would Royal Crest pay for it?  I was unaware of any previous issues or even how long the ******' had lived there.  However, it was super hot and I wanted to help.  I found out that they had only been there 3 years, so I agreed to reimburse them for the repairs, even tho the proper procedure would be to get the original HVAC company (ICE) to repair the system.  They did not say they were wanting the entire system replaced!  I knew the new repair company could get the system up and running until ICE could get out there and assess the situation. ICE has been doing and continues to do HVAC work for Royal Crest Custom Homes for over 15 years, and has completed and warranted hundreds of homes.
  

  Then we received a nearly $19,000 bill.  We paid less than $8,000 for the entire system.  Including inside and outside units, all duct work, parts and labor.
  

  Also the new system is not even as efficient as the original one.  It appears that the ******' have been taking advantage of.
  

  So I immediately met with ***** the owner of ICE, and he stated that he needs the old equipment to find out what went wrong or at least a detailed list from the new repair company of what was wrong to justify replacing the entire system!  There is still a 5 year parts warranty on the original system.  So I have requested this information 2 times from *****************  If we can get this info, we can try to go back to the manufacturer and request some warranty money. 

  Sincerely,

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

  
  

  Customer Answer

  Date: 08/12/2023

  Complaint: 20323502
  
  I am rejecting this response because:
  
  Unfortunately Mr. ****** emails went to my junk mail so I am just seeing his request for a detailed breakdown of the issues with the ******* unit.  When I spoke to him on 20 July, he never mentioned anything about needing a listing from the **** repair company and as he mentioned, we spoke about the parts warranty on the system that was replaced.  What he left out was the fact that labor is not covered in the manufacturers warranty and that ICE **** would charge me to replace/repair and parts needed to get the system operational again.  ************** also agreed that we should not be having the number of issues we were having on a system that is less than three years old.  Lastly, we both agreed that $18K may not be the right number for reimbursement but neither is $0, All me and my family are asking for is fairness.  I will get the detailed listing or repair issues to ************ as soon as I can get it from the repair company.  We have been more than patient and understanding with Mr. ********************** company and his subcontractors but we should not have to suffer through repeated repairs and rework on a three year old home after already paying over half a million dollars.

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/25/2022

  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.

  On December 10, 2021, we arranged for a home inspection completed by a licensed third party inspector to identify any problem areas to our home prior to the end of our one year warranty with Royal Crest. The results of the inspection were submitted/received by Royal Crest on 12/23/2021 well within our warranty period. We finally received a commitment from Royal Crest to complete the repairs on March 3, 2022, three months after the original submission and after our warranty period had expired. Included in the list of items to repair was the grouting and caulking of the exterior. In the email dated March 3, 2022, Royal Crest listed several items including painter will handle caulking on exterior walls and surfaces where caulk is missing and cracked and ******* will fix the grout cracks. There was no mention that these items are considered cosmetic. In fact, on Royal Crest website they note Upon closing, we provide a one year warranty, incorporating the residential construction performance guidelines developed by the ******************** of **** builders. According to the ***** builders are required to repair or caulk joints and cracks in exterior wall surfaces to correct deficiencies, one time only during warranty period. (4-2-1, 4-2-2). After two major thunderstorms in April, 2022, we had water entering our front door soaking the rug in our entryway. The wood floors were buckling with clear indications of water intrusion throughout our entryway, office and into our kitchen. Both events were reported to Royal Crest. On 5/5/22, we arranged for a water leak detection specialist to assess the cause of the water damage to our home. He confirmed the water damage was caused by inadequate and deficient caulking/grouting. The report was submitted/received by Royal Crest on 5/11/2022. We gave them a deadline to respond by May 16, 2022. To date, we have not received any further contact. The estimated cost of repairs exceeds $40,000 and will take 14 weeks.

  Business Response

  Date: 05/26/2022

  We have responded to all the submissions and have completed all necessary repairs and plus cosmetic touch *** and no further will be done from our standpoint. 

  Front Door - Contractor has addressed this and the cause with the homeowners previously after both rainstorms. Sometimes due to the direction of the facing of the house and combination of the direction of the wind with the rain in those particular storms water can come in but not that excessive as mentioned in claim. This was discussed and understood by homeowner with the door contractor. 

  Exterior masonry- Completed Touch*** outside. This was delayed on homeowners end and he had to go back a second time.

  Painter- completed the interior and exterior caulking that is considered cosmetic. But we did it for the homeowners.

  Our website has a warranty submission page that states at the top in Red that caulking, paint touch up and landscaping is cosmetic. It's there so homeowners see it before they submit. It is also on there warranty orientation that they initial that states under Caulking and Grout: The builder will apply the initial caulking to your new home. Homeowners are responsible for maintaining all caulking . 

  Customer Answer

  Date: 05/27/2022

  Complaint: 17252552
  
  I am rejecting this response because: The builder states the repairs were completed (caulking and grout) however, they were completed 5 months after identified in the inspection report and after the storms caused the damage. The wrong material was used to caulk/grout around the door and windows. (silicone) which is not the proper material. I reject builder claim that this repair was "cosmetic" given the severity of damage caused. Furthermore, the inspection was completed in December 2021, 10 months into our home ownership. The grout and caulking had already degraded in this short period of time. 

  I submitted all supporting documentation to back my assertion that the builder failed to perform minimal repairs. I'm hoping BBB has reviewed this information as it clearly contradicts what the builder is claiming. 

  
  
  Regards,
  
  ***************************

  Business Response

  Date: 06/14/2022

  We have completed all necessary repairs with the correct product needed. We use the proper materials for all our work and stand by them. We are complete with this request and no further action is needed.

  Customer Answer

  Date: 06/19/2022

  Complaint: 17252552
  
  I am rejecting this response because: BUYER BEWARE!!!! I have attached pictures of "the correct product" and "proper materials" that Royal Crest used to repair our home. The pictures demonstrate the lack of credibility and dishonest business practices by Royal Crest. I'm apparently in good company as there are several similar complaints by other home owners. The final estimate of damages to our home caused by Royal Crest is $43,000. Although Royal Crests likes to state these repairs were "cosmetic" and completed out of the goodness of their heart, why do so many other homeowners have the same problem? 

  
  Regards,
  
  ***************************

  Customer Answer

  Date: 06/22/2022

  I am rejecting this response because: BUYER BEWARE!!!! I have attached pictures of "the correct product" and "proper materials" that Royal Crest used to repair our home. The pictures demonstrate the lack of credibility and dishonest business practices by Royal Crest. I'm apparently in good company as there are several similar complaints by other home owners. The final estimate of damages to our home caused by Royal Crest is $43,000. Although Royal Crests likes to state these repairs were "cosmetic" and completed out of the goodness of their heart, why do so many other homeowners have the same problem? 

  
  

  Business Response

  Date: 06/27/2022

  Im sorry you feel this way.  We have addressed all items.