ComplaintsforSandlin Homes

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unevened windows frame through out the house. But these 2 are very obvious. The top portion are ****** 1.5 off. The middle divider betwen 2 windows. 1 side depth was 1inch more than the other side. No resolution from Sandlin.

  Business response

  10/17/2022

  This was sent to the warranty department and they are currently working on the issue. 

  Customer response

  10/17/2022

  Complaint: 18184533
  
  I am rejecting this response because: This issue has been escalated for nearly half a year. It was resolved by the builder without any updates.
  
  Regards,
  
  *************************

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Part of garage post (circled in green) are unevened due to framing. Then the masonry would make it very obvious. This issue has been pointed out months in advanced prior to masonry. But it was ignored. I was told verbally it would be fixed after closing. My 1 year warranty is almost ** in about 5 months. Would like this issue unevened side of the garage fixed.A Long with 2 windows in the living room, side by side they are also unevened from the top about 2 inches higher than the other. Thank you

  Business response

  10/17/2022

  All issues concerning the build of the home in the first year need to be submitted our warranty ***** this is required to be done through the Sandlin Warranty portal. All buyers are given this info at closing. I will check to see if this has been submitted and is in process to address. 

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We are currently using Sandlin as a builder but there has been an issue with a third party vendor that unfortunatelyhas negatively affected us. A delivery courier placed the wrong bricks on our lot. It was never brought to our attention. We discovered the issue ourselves, walked house to house comparing brick colors and when we tried to correct the issue, we were met with responses that were less than helpful. Sandlin has acknowledged that although it was the deliverers mistake, the color of brick that we chose and agreed upon in the contract cannot be given to us because of THEIR mistake. We are being forced to settle because of the mistake of a third party trade. I would understand if there was a genuine material shortage but this is a matter of not wanting to fix an issue caused THEIR vendor. The answer we were given was "well although it was a mistake on our end, the brick there is what your house will have." We have sought legal representationregardingthe matter but I would like to try and remedythis issue in house since we've been on this home building journey with Sandlin for over a year now.

  Customer response

  08/26/2022

  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

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a home on 7/5/2019 for $470,000. We had a 1 year warranty from the purchase date to address any defects. We put our claims for repair in before the year was up. We have dealt with 3 different warranty managers in that time span: *************************, Kayleya and the current *****************************. We had trouble reaching the ******************* for years to staff turnover, it appears. When we originally went through the house to address concerns with our building superintendent, *************************, he told us he couldn't repair the dent in the door or the window scratches that occurred during construction because they would need to be handled through warranty as they would probably need to be replaced. Additionally, they did not want to handle the cabinet problems because they changed subcontractors and no one felt comfortable fixing the paint on our hard wood floors. We put our claims in during the 1 year of warranty, so we feel that it is Sandlin's reasonability to honor their end. We were originally told by ***************************** that she would help us and then quickly reversed course and said she would not help us in any way because they did not want to fix "cosmetic" issues. However, these are poor workmanship flaws that we are addressing to them. We were also told we put our warranty claims in over a year after our purchase date. This was incorrect since we submitted our claims in the portal in June 2020. Within the past couple of months I have been in touch with the superintendent, *************************, who was telling me he would assist us in these warranty repairs, but have not heard from him in well over a month now after continually telling us he would help us. We are wanting Sandlin Homes, who have made this warranty experience a nightmare, to uphold their end of the warranty claims we submitted within the 1 year limit.

  Business response

  05/27/2022

  Let me look into this, I am out through next week, but will review the files to see what is in the system for warranty. ******* is no longer at Sandlin. Tell us why here...

  Customer response

  05/31/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  The previous Warranty Managers said they would look into it and then I never could get in contact again after that. I need a direct answer from them as far as how they will help remedy the problem.
  
  
  
  Regards,
  
  
  *********************

  Business response

  07/20/2022

  Our warranty manager reached out to the owner. They discussed the repairs and we have set up to check and see what can be done. The owner appreciated we had contacted him back. 

  Customer response

  07/21/2022

  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

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed and moved in on 3/17/22. We were contracted to receive full sod for our home and we have been told several times different dates. We also have holes cut into our cabinets because they had to go in and unclamp the shut-off valve. Every time we get told a date, then it changes because there excuse is rain. We should have been top priority because this construction job was not taken care of.

  Business response

  04/04/2022

  The 2 items listed are set up to be completed. Weather has been an issue completing the yard. The cabinet issue has been sent to the cabinet company. 

  Customer response

  04/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept this solution.  Is there a scheduled time/date to finish the backyard?
  
  Regards,
  
  *************************

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sandlin is refusing to fix warranty items. Warranty tickets are being closed out of system prior to fixing the issue. We have many outstanding issues: Caulking from floor to trim see pictures. We want this fixed as soon as possible as it looks terrible. Caulking from kitchen cabinets to wall separating. See pics. Patio is cracking. Sandlin refuses to address this issue. Walls are not straight but concave in great room. Sandlin wants to put extra caulk between the trim and wall to fix, however the drywall is the issue NOT the trim so their idea of a fix doesn’t address the real Issue. Cabinets contractor needs to reschedule outstanding cabinet issues. Mirror in master bedroom scratched since move in. Contractor refuses to schedule a time that works for both parties. Outside gap on trim. Warranty ticket was submitted and deleted. Faucet in kitchen leaks. Pot filler in kitchen is not working properly. Tile does not wrap around bathtub upgrade was to include this but it was not completed. We have the supplies just need contractor to finish the job. Doors in office are not closing properly

  Business response

  02/18/2022

  I will get with the Sandlin warranty dept. and Sales to see what is in the warranty portal. 

  Customer response

  02/18/2022

  Complaint: ********
  
  I am rejecting this response because: the response doesn’t address each and/or any of the outstanding issues to include warranty tickets that are outstanding and/or were deleted from the system.
  
  Regards,
  
  ******* *****

  Business response

  02/21/2022

  All the info is being pulled for review.

  Customer response

  02/23/2022

  Complaint: ********
  
  I am rejecting this response because: issues have not been addressed or fixed.
  
  Regards,
  
  ******* *****

  Business response

  03/21/2022

  After going back over all the emails and issues. Sandlin has closed the claims by the buyers. We have done all we are going to do in this matter.

  Business response

  04/08/2022

  Caulking is not a warrantable item. Once the home closes this is the buyers responsibility.

  Patio surface cracking is not warrantable. This is cosmetic. 

  The wall is within the allowable standard.

  The remainder of the items have been addressed and closed by Sandlin. Any items closed out of the system were not deemed to be warrantable. We are following the StrucSure warranty.

   

  Customer response

  04/08/2022

  Complaint: ********
  
  I am rejecting this response because: the items need to be fixed. Caulking is not to be put in a floating floor and needs to be removed and replaced with quarter inch trim. All other items have not been fixed. None of them have been.
  
  Regards,
  
  ******* *****

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a new home build with Sandlin, during our punch list at time of close, June 1st 2018, there were issues with our wood Starter Step for the stairway. Within 30 days Sandlin sent out a flooring subcontractor to fix it. They brought all their tools inside and during the process they put large scratches on the entry closet door and my new hardwood floor. Several emails were exchanged to fix, but they wanted to wait until closer to our 1 year warranty date to fix all items together. For the next 3 years they promised to fix, sent contractors to look, but no action. In 2021 I was told by a flooring subcontractor that the floor was discontinued and they would only be able to replace with a similar color (which was red and not espresso color) or fill with floor markers and not permanently fix the wood. I declined, my floors were brand new and they damaged them. They decided to wait and push out several years until the floor wasnt available which is not my fault. I expect either the same floor color/type to repair the 6 damaged planks or a full replacement with a new wood floor so everything matches. All subsequent emails and gone unanswered. This was submitted during warranty, during 30 day punch, and occurred as a result of poor workmanship. Sandlin is operating in bad faith and has ignored the issue.

  Business response

  02/09/2022

  From my understanding they denied repairs at the beginning due to shade/sheen difference. It was only 6 planks. Flooring Services has tried several times to work with them on the issue with no luck. They just wanted the whole floor redone it sounds like. Our warranty states the shade and color may not match. This is also in the documentation from Flooring Services. 

  Customer response

  02/10/2022

  Complaint: 16693175
  
  I am rejecting this response because: The flooring company brought replacement boards which were the wrong color and had a very distinct red color as opposed to my espresso color. I brought a new board I had left over from the original construction that matched my floors perfectly and the flooring contractor agreed, he would not install the red wood floor in his home either. You sent 2-3 different flooring companies trying to show a sheen difference but my left over boards from install show the color and sheen are exactly the same. I only ask for those boards to be replaced with the same color, not the entire floor unless you are unable to source a replacement. In that case you have given me a damaged product, and not willing to correct to original conditions as outlined in our contract and warranty. Please send your PM over to inspect sheen and original board likeness and compare to the red wood boards and they too will understand my concerns. 
  
  

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

  Business response

  02/18/2022

  Flooring Services, original contractor, will be contacted to inspect. The warranty coordinator will check past correspondence. 

*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. ↩