ComplaintsforSandlin Homes

• Initial Complaint

  01/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We booked a house through Sandlin Homes and after we signed the initial contract they have since then kept changing the things. They arent delivering to us what they initially agreed on and wont even return our money in case we dont want to buy the house that they have messed up. They charged us lot premium and promised a different backyard size and later on did not place the house correctly and now backyard area is much smaller than promised. Similarly on a lot of features they did not give us any options in writing and were showing us the model as a sample of what we will get. As an example, the bathtub installed in model was much bigger and now suddenly they have installed a much smaller bathtub and are saying they cannot replace it with what was promised

  Business response

  01/05/2024

  I will need to send this to our sales **** and see what the issue is, I am not familiar with this. Do you have the address we are building at? 

  Customer response

  01/05/2024

  Complaint: 21093686
  
  I am rejecting this response because:
  
  The address they have asked for is as follows: 

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

  My complaint is that the housing map at which they got our contract was changed after we signed the contract decreasing our backyard size by some 8 feet even though we paid a lot premium of **** on that. No refund was offered and the explanation provided was that the initial map shared was wrong. 
  

  After a long discussion when we let it go, after a few weeks a bathtub was installed in our master bathroom which is the wrong size. They never gave us any bathtub choices and informed us that whats installed in the model home is the standard offering and now theyve installed a smaller bathtub which doesnt even fit me or my husband. So its now a show piece even though ************* space left on the sides which couldve easily accommodated the bathtub which was shown to us. Please note Ive been asking the builder about this since mid November and raising it as a concern continuously. 
  

  We have paid around 20 grands to this business and none of our concerns are being heard. I need bathtub replacement and a refund on my lot premium. 

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

  Business response

  01/26/2024

  I logged in but did not find any info on this address. I know that we resolved the tub issues with the buyers and we are replacing it. As far as the lot sizing, this was told to the buyers and we are standing by the size. No discrepancy.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the moment we moved in , we have been having a flooded driveway.We have reached out repeatedly over the last 2 years to have nothing done at all but to say they are working on a solution. I am exhausted hearing the excuses at this point and need this repaired as it was faulty from the beginning. I have made countless phone calls and emails even emailing the owner ***** Sandlin at one point but to no avail. This is the last thing I wanted to do it at this point I have no other options but to take a different approach legally over a driveway. They keep requesting more time but how much time is reasonable as they build countless homes every year. It can't fix a driveway problem

  Business response

  11/08/2023

  the Sandlin warranty Rep was in communication with the homeowner yesterday. I will get with her and see what resolution was discussed.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A construction defect where water seeps in from outside near the gutter or roof corner, infiltrating the wall. The problem was identified when we noticed damaged baseboards and damp carpets. Upon removing the baseboards and cutting the sheetrock, it was confirmed that there is indeed a water leak on rainy days.Mold has been discovered, and we have young children who are allergic to it. If this problem isn't addressed, it could lead to serious health issues.Thank you and please get this issue situated

  Customer response

  10/10/2023

  Better Business Bureau:
  
  The builder has reached out to me directly. They are working to fix the issue. You may resolve this ticket. Thank you!  
  
  Regards,
  
  *************************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello! I am reaching out to discuss a matter related to a home warranty claim that I submitted back in June 2022 for *****************************************************. Having completed the home purchase process in April 2022, I encountered an HVAC issue during the subsequent summer and promptly filed a claim in June 2022. Despite the efforts made by the HVAC technician who visited on two occasions, the problem still persists. Specifically, there are two bedrooms that experience significant warmth during the summer and excessive coldness in the winter due to insufficient airflow from the vents. In my pursuit of resolution, I submitted another warranty claim request in October 2022. Regrettably, it is now August 2023, and there has been an extended period of silence. Despite sending four follow-up emails to the warranty department, I have not received any communication regarding the status of my claim. I would be deeply appreciative if you could provide your assistance in this matter. Your attention to resolving this issue would be of great help. Thank you for your time and consideration.

  Business response

  10/05/2023

  I am reviewing this further; our HVAC company has said all air flow and equipment is running as designed. The temp differentials are within the allowable ranges.

  Customer response

  10/07/2023

  Complaint: 20525437
  
  I am rejecting this response because:

  The temperature in the air vents differs by 15 degrees from the other rooms, while one bedroom's temperature nearly matches the outdoor temperature, which is not within the expected operational range.

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

  Business response

  10/11/2023

  I will need to discuss with the warranty ***** **************** has shown the differential to be within the acceptable tolerances. I will pull the paper work and check. 

  Customer response

  10/11/2023

  Complaint: 20525437
  
  **************** should schedule visits when outdoor temperatures are either in the high 90s or the mid-40s, as these temperature extremes represent the most significant temperature variations.  
  
  Regards,
  
  *************************

  Business response

  02/16/2024

  The last request made by the owner was denied, the system is performing as intended. The warranty department received (4) warranty requests from the homeowner regarding their HVAC system not cooling the home evenly.  The following vendors were sent:

   

  1.       6/22/22 Matco

  2.       8/4/22 Matco

  3.       10/29/22 Bell Mechanical

   

  We denied the last warranty request received 11/21/23 due to the amount of time that passed since the previous request.  The homeowner expectation their home needs to read the same temperature in every room is not an expectation our vendor can promise.  The variation in temperature is within the temperature variance allowed.  Every attempt has been made to have the homes temperature to more even throughout the home.

   

  Thank you,

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought are home in June 2022 and we have had drain issues on both sides of are house and now the electrical transformer box has water on all sides seems dangerous especially for children and Pets the warranty personnel for this company says not responsible and dont seem to be a issue just ignore it was told to us.

  Business response

  10/05/2023

  Our warranty field rep has been at this address numerous times and has been working toward a resolution. Most of the issue is with the developer.

  Customer response

  10/05/2023

  Complaint: 20460186
  
  I am rejecting this response because: false communication 
  
  Regards,
  
  *****************************

  Business response

  10/11/2023

  I will need to review with the ************** They have closed this ticket. The pic we have in the file shows the water is flowing to the street. There looks to be subsurface water, which is not warrantable. 

  Customer response

  10/11/2023

  Complaint: 20460186
  
  I am rejecting this response because: my neighbor across the street had same issue with this company and they warranted his issue and put a drain in but refuse to help my drainage I guess contacting the media might help like he did. 
  
  Regards,
  
  *****************************

  Business response

  02/20/2024

  Our warranty tech visited the home last week. The flow of water is moving to the street, the issue is the electrical transformer is centered on the lot line and the phone pedestal is beside it, slowing down the water dispersion. This is typical for the placement of the transformer. The slope is great enough to keep the water away from the foundation sides and any water left to dissipate is greater than 10 away from the slab by the city sidewalk.

  Customer response

  02/20/2024

  Complaint: 20460186
  
  I am rejecting this response because: *********** never came to my door and ask to speak with me I would have showed them where the foundation is being effected they sneak by and take pics that dont show the problem. Theres no communication currently with business hasnt been for a while.
  
  Regards,
  
  *****************************

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sandlin homes is the worse builder to go with! This was the worse mistake I couldve made in my life. I have been in my home in ******, ** for 8 months now and have so many issues that have been addressed to the builder and the warranty department a month after I moved in. They have still not been resolved. I have continuously contacted and I had to start sending emails to get responses. My floors are uneven and I have injured myself tripping on my floors and have pulled my back. My tile in the bathrooms are uneven in all bathrooms, the texture on my walls werent finished, my fireplace was damaged. I hade a hole in my wall where the refrigerator goes, my kitchen tile backsplash was stained and looked used. My bathrooms tubs are stained and instead of replacing them they want to polish them to get rid of the stains. There was trash all over my yard when I moved in. My concrete is all cracked up and started cracking soon when I first moved in. My garage is unfinished and missing bricks at the bottom part which is allowing walps nest to develop in the garage. I can go on and on. The builder goal is to get you in the home and they are pretty much done with you after you move in. You have to stay on them but even when you do that, they still do not ensure that your issues are being resolved. They really dont care about their customers. I wouldnt recommend them if the homes were free. I have told everyone not to go with this builder if you want to be happy about your investment. I feel like I invested in a pre-owned home with all the issues instead of a brand new build. This is the 3rd home I have purchased and have never seen anything like this. Dont do it if you do not want the headaches.

  Business response

  10/03/2023

  We are currently working with the homeowner to resolve issues and have been in communication; this has been ongoing for several weeks. Items that are warrantable are being addressed.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved into my house in 11/2021. I have had nothing but issues with everything you can think of since then. My main concern is my driveway that holds water for days. I have told Sandlin Homes on numerous occasions and they are supposed to have fixed it. I get nothing but the run around from them. Additionally my homes has so many cracks in the ceilings and in the walls due to foundation issues that I am told is not their responsibility. All I want is for this matter to be fixed. My husband has went into the office to talk to them, I have emailed them and still nothing done.

  Business response

  03/31/2023

  I just found this in my spam folder. I need to reach out to the warranty **** and see what is being done this this address. I need to find out if the buyer left any info when he came by. 

  Customer response

  04/14/2023

  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.
  
  Regards,
  
  Asia ****

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our hot water stopped working. We have not have hot water for about a month now. Its been so annoying dealing with the home warranty department and to get our issue addressed. We had put in a request for repair of the tankless water heater and the builders plumbing came out to look at it. They mentioned it was possibly due to a freeze. They never said for sure it was because of the freeze but just possibility. However when they reached out to the manufacturer, *****, they told them it was due to freeze which is not true. Our hot water stopped working 2 weeks after any weather incidents. We still had hot water during the freeze. Anyways, I spoke with the warranty department and they told me to get another plumber quote and if the plumber said its not freeze related and cheaper, that they would reimburse us for the repair. So I sent in the itemized invoice and then they said because of that our warranty became void because we got a second opinion??? I feel like this whole thing was a total bait and switch. The master plumber we sent out for a re-inspection said there was no error code showing, no broken valves due to leaks, and even reached out to Rheem, the manufacturer. But because of the builder plumber saying whatever they said, they will not pay for the part that we need to get it fixed. I have reached out to the warranty department and I have even reached out to corporate. They have been unresponsive so now I am resorting to BbB for help. I want to be reimbursed for getting this repair fixed. My home is only 1.5 years old and my warranty is expired? Makes no sense!

  Business response

  02/13/2023

  This was sent to the Sandlin ************** I checked with the warranty dept. and they did not tell the buyer to get a second opinion on any issue needing attention. That goes against the warranty doc we provide the buyer. Our master ******* who installed said it had froze. He said the valve can continue to work for a time until it does fail. Freezing does not qualify under the warranty. We have had this issue come up after a freeze with other buyers. 

   

  (B) PERFORMANCE STANDARDS FOR PLUMBING DELIVERY SYSTEMS
  (1) Performance Standards for Pipes including Water and Gas Pipes, Sewer and Drain Lines, Fittings and Valves (but not including
  pipes included in a Landscape Irrigation System):
  (a) Pipes shall be installed and insulated in accordance with the Code and manufacturers specifications.
  i. If a water pipe bursts, the Builder shall take such action as is necessary to bring the variance within the standard
  stated in this subsection.
  ii. The homeowner is responsible for insulating and protecting exterior pipes and hose bibs from freezing weather
  and for maintaining a reasonable temperature in the home during periods of extremely cold weather.
  iii. The homeowner is responsible for maintaining a reasonable internal temperature in a home regardless of whether
  the home is occupied or unoccupied and for periodically checking to ensure that a reasonable internal
  temperature is maintained.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new home from Sandlin Homes in September of this year. It came with appliances. Included was a microwave oven that did not work. I contacted Sandlin and they sent a service person from ********** Appliances to repair it. ********** submitted a warranty claim for a replacement microwave and have told me that Frigidaire approved it using the reference number ********. They told me I had to call ********** about how to get the replacement. I have tried calling Frigidaire with no success. Their automated attendant puts me in a continuous loop of wrong departments and I have held on the phone for up to 3 hours and 43 minutes and then being told the call volume is to large to take my call. I have also tried the live chat feature from Frigidaire's web site but it sends me to a repair service requiring my paying a fee to troubleshoot my appliance. That's not what I need. I just need a new microwave. I understand that Sandlin keeps an inventory of appliances and I want them to give me a new microwave then fight the warranty issue through its supplier since it is a bigger customer than I.Additionally, when we had a cold snap, I found we got no heat in the house. I called a furnace/air conditioning service (*********************** AC) which came out. The service man discovered that the furnace had never been attached to the gas line. He took a picture which I sent to Sandlin Homes with a copy of the bill in the amount of $233.31 I paid to get it hooked up. This was not a warranty issue but a negligence issue. I do not know how it got past the building inspector. I would like to be reimbursed for the $233.31. I submitted this to Sandlin on 11/21/22 but have not heard back. It may be too soon,Sandlin has been uncooperative in past dealings with them.

  Business response

  12/12/2022

  I can't find where you had sent me this prior. I will check with our warranty Dept to see if they are working on this.

  Customer response

  12/12/2022

  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.
  
  Regards,
  
  ***********************************

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new house which was built by Sandlin Homes and closed on 12/14/2021. The grading on both sides of my house was too low and requested Sandlin Homes to regrade on 4/18/2022. At first, warranty coordinator sent an engineer to check the grading and told me they will correct the grading once they grade the new house next to mime. Now, the warranty manager refuse to correct it.After I moved in and found that my drive out in front of my garage was 7' and 2" short. I told the builder and he extended my drive out according to the print. According to the print, the drain (border) line should be 3' from the extended drive out. Not 1.5'.

  Business response

  10/17/2022

  This was determined by the warranty department to be within tolerance of the drainage required. 

  Customer response

  10/17/2022

  Complaint: 18189706
  
  I am rejecting this response because: the grading on my yard is way off from the print. According to the print, the border (drain) line is 10 feet and 9 inches from my house foundation and 5 feet from my neighbor's foundation. Currently, the drain line is off by 18 inches as you can see from the attached picture.
  
  Regards,
  
  *****************

  Customer response

  10/18/2022

  Complaint: 18189706
  
  I am rejecting this response because: the grading on my yard is way off from print. According to the print, the border (drain) line is 10 feet and 9 inches from my house foundation and 5 feet from my neighbor's foundation. Currently, the drain line is off by 18 inches as you can see from the attached picture. Please provide official documentation of the allowed tolerances. 
  
  
  Regards,
  
  *****************

  Business response

  10/18/2022

  Per the final grade survey the water will flow to the side property line and to the front property line. The addition of the drive turnout is still allowing the water to travel as intended. Site plan he is showing is not a grade survey, this is only for the city to show we are with in the setbacks. ***** was given a final grade survey at closing. Sandlin's position is as stated in the previous response. We are not going to work on any grading. 

  Customer response

  10/19/2022

  Complaint: 18189706
  
  I am rejecting this response because: The survey provided at the closing doesn't specify the tolerance as the builder said. It shows the dimensions of the yard, the foundation and driveway as you can see the attached document. I need official documents to show me measurable tolerance that I can measure for my yard. Otherwise, the builder should regrade my yard according the specifications in the print. When it rains, I can see water running in my part of the yard, not at any part of the border line which is not right. Water should run by the border line.
  
  Regards,
  
  *****************

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