ComplaintsforKindred Homes

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While working through the process of getting repairs - we have taken multiple days off work without resolve because there was no communication from builder or they would come without appropriate supplies, etc.***************** who is employed by Kindred yelled at me and my husband, spoke poorly of me towards my husband and to the general contractor and was completely disrespectful. Due to this we no longer feel safe with him on our property. Sheetrock cracks master bedroom at the windows and hairline cracks in the sheetrock Have floor plank in front of the pantry repaired as well as multiple flooring areas that are coming up due to shifting of home.Texture touch up and paint - ceiling over island Repair cracked soffit by fan wood filler - paint Caulk patio door threshold was not done before Front door adjustment o gaps light Brick cracks - caulk or mortar as needed Caulking at the trim , windowsills, baseboards, tile and tubs are homeowner maintenance. These are not covered by the builders limited warranty - however it was discussed at closing, etc. and caused due to shifting that wasn't resolved. The request for yard/grade work All approved repairs have been done per builder. Repair was made in the past and the area was not holding water per builder; however once another home was built it was obvious that caused issues due to grading, etc.

  

  Business response

  07/25/2024

  We always aim to deliver a great experience and are upset when we don't meet expectations.  Thanks for taking the time to bring this to our attention.  We would like the opportunity to investigate the outstanding issues and plan to work with the homeowner to resolve any warrantable issues as quickly as possible.  In the meantime, please ask the homeowner to provide her full address, community and closing date.

  Customer response

  07/28/2024

  Complaint: 22042176
  
  I am rejecting this response because they still need more information. I can not provide my full address here but they can use my name to look up the entire process/notes from the past. The biggest concern is that 3rd parties have stated we need a French drain, or something to fix the issue; however Kindred claims they are done. 
  

  The 2nd issue is how your employee ***************** speaks with homeowners and blames them, etc. to the point I do not feel safe. This wasnt mentioned in Kindreds reply. 

  Our subdivision is Hidden Vistas. 
  
  Regards,
  
  *****************************

  

  Business response

  08/06/2024

  To address the drainage issue, upon a recent inspection there was no standing water.  Homeowner stated that she did not have a drainage issue until the adjacent property was constructed which was built by another homebuilder not Kindred Homes. We cannot comment on the adjacent lot nor how it was developed and can only address issues from our workmanship.  We have established that the work performed prior to closing was done according to the drainage plan.  In addition, per a previous service request in 2023, we made adjustments to the right side of the property after their pool was installed as a courtesy to make them happy.   Our Director of Construction contends that it appears their neighbor is over watering which coincides when the homeowner has drainage issues.   When our warranty manager recently inspected the property,she reported that there was no standing water even though the homeowner mentioned it had rained two days earlier.  Therefore, the ground is absorbing as intended.  Over watering of irrigation system should be controlled to a minimum with communicating with neighbors as to time and intervals they both run their systems.  Homeowner may need to adjust their irrigation system program to not overlap with the neighbors to avoid saturating the soil. Regarding the homeowners complaint that Kindred has not commented on any action taken towards an employee, we are not permitted to discuss such HR matters with anyone.  However, we have addressed the matter internally and have reassigned someone else to work with the homeowner.
  

  Customer response

  08/07/2024

  Complaint: 22042176
  
  I am rejecting this response because they are stating wrong information regarding drainage. There has been drainage issues even before the house was built (and documentation shows that); however, it got worse when the house was built. We said it hadn't rained in two weeks and the ground was still soft/muddy even though the area does receive sunlight. We also provided pictures of standing water after three days without rain.

   

  They continuously blame the pool or other situations and dont show the full picture. We have had conversations with the neighbor, and builder has had conversation with the neighbor and over watering is not the issue. We have also had our irrigation checked as well as other areas checked to cover all bases. They also claim they do things as a courtesy but it was done within our 1 year warranty.  

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

  

  Business response

  08/21/2024

  Please note the following facts:

  1)  The Foleys signed documents prior to closing (see attachments) which indicate:
  *  Drainage-erosion is not warranted as highlighted on the Buyer New Home Orientation form,
  *  Buyer did not list grading/drainage nor sod on the Exception List for Closing form, which are items builder agrees to complete after closing,
  *  Missing sod was listed on and then signed off as completed on the Buyer Acceptance Check List form. 

  2)  The grading was done according to the drainage plan.  Within the last year, our Director of Construction received confirmation from the city that all drainage for the ***** property and the adjacent ******* property was done correctly. 

  3)  After closing, Kindred Homes performed additional grading work to help the homeowner despite grading being non-warrantable.   

  4)  The Foleys closed in December 2021 and the one-year builder workmanship coverage expired on 12/27/22.

  5)  The home came with an extended 10-year warranty.  At closing, the buyer received a copy of the StrucSure Home Warranty coverage information.  See attachment and Sections 5 & 7 highlighted items indicating homeowners responsibility for the grading and drainage and not altering the drainage pattern.  Having a pool built on the property altered the grade and drainage.  In addition, the sod and soil has been considerably worn down by a dog path.
  

  Therefore, we are requesting that BBB close this matter in our favor, and our BBB rating not be negatively impacted by this complaint. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We would like to report a terrible experience with Kindred Homes. We are almost a year out (closed 5-2-23) & a majority of our warranty items have NEVER been addressed or rectified.My husband is a disabled ************ bought our forever home in ******, ** (***********). We wanted to delay closing & get an outside inspection, but Kindred used high pressure sales tactics & threatened us with a much higher interest rate if we didnt close right then. We had a outside inspection done later & we have had trouble getting the majority of the items fixed. We closed because we were promised everything would be fixed under the warranty. We had a large sewage backup in the master ***************** flooded our ****************** Backup was caused by construction debris shoved down the pipes by the workers. The pressure from the sewage backup caused the tile on the floor of the shower to crumble. It was discovered our shower had been installed on top of sheetrock with no waterproof liner!Here are just a few of the major items that still need addressed: 1)Guest shower-ripped out & the bottom portion redone to code 2) Fireplace was not fireproofed upon installation. 3)Back of the ************* need to be painted the same color 4)The sprinkler system does not run properly 5)The AC system needs to be inspected-10 degrees warmer/cooler in some areas 6) Office doors warped & don't close properly 7)Back door not installed properly & will not remain closed not locked 8)Sheetrock in the entryway needs to be floated & painted (& garage)9)Grading in backyard is very unlevel & we need dirt to level it out.Kindred (Trent *********************** should stand behind their work. Shoddy workmanship should be corrected & Kindred should follow up with homeowners to make sure all problems are rectified. We want our home to be fixed to industry standards as outlined in the 3rd party inspection & as promised by the warranty.Third party inspection was too big to attach. Can provide a hard copy if needed

  

  Business response

  04/15/2024

  Thank you for following up on this complaint.  The BBB message sent to us on April 3 was overlooked.  I will forward the complaint details to our warranty department immediately and ask our warranty manager to look into the matter and I'll update BBB accordingly. 

  

  Business response

  04/16/2024

  Our warranty representative will contact the customer immediately to review the open warranty items.  We apologize for the delay as there was some confusion as to how we were to respond as a result of the customer involving legal counsel, and we should have responded sooner.  We will follow up with the bureau and customer if for some reason these requested items will not be addressed.  

  Customer response

  04/19/2024

  Complaint: 21522443
  
  I am rejecting this response because:

  We would like to speak to someone in the warranty department at the Corporate Level.  We are very dissatisfied at the poor quality of work performed and the lack of response/action received from the local warranty representative.  The only reason we sought out legal counsel is because the warranty representative did not respond and failed to have the work completed on our home in a reasonable manner.  For example, we closed on our home almost a year ago and the back of my house is STILL not painted as promised on the 10-day punch list.  This is completely unacceptable business practices.  

  We would like the problems with our home resolved in the manner promised through the warranty program and would appreciate a manager in the warranty department reaching out to assist us with completing the numerous "open tickets" still pending with our new build. The local warranty representative failed to do his job.  Corporate needs to be made aware of how poorly homeowners are being treated after closing on their homes.

  We are seeking corporate assistance to resolve our outstanding issues with our new build. We look forward to talking with you soon. 

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

  

  Business response

  04/22/2024

  Our VP of Operations, who oversees warranty, will call the homeowner to understand the situation and come up with a game plan to resolve the matter. 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Overall customer support failures on numerous warranty requests. 25% of landacape failures on entire property. Failure to produce final walkthrough documentation, overall quality of and labeling of electrical panels. Typical large scale company taking single family homeowners for granted.

  

  Business response

  05/04/2023

  We always aim to deliver a great experience and are upset when we dont meet expectations. Thanks for taking the time to bring this to our attention.  We would like the opportunity to investigate the outstanding issues and plan to work with the homeowner to resolve any warrantable issues as quickly as possible.

  Customer response

  05/12/2023

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

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a house at **** Mockingbird RN, ************************* from Kindred Homes( ************** in *******) At closing many things were not either working or not completely done. ****** was not working on at closing, garage walls/door, front door was not completely done. I closed on an uncompleted building and the builder promised they will complete it afterward but they never honored their promise. There was water back up all over the downstairs floor on the 3rd day after closing (flooding from builder's mishap), lots of paint inconsistency, and the inspection report pointed out multiple problems that were never fixed( see inspector's report attached). There were paint stains all over the house from construction that is still present up to date. Cabinet hinges were all loose in the kitchen and a couple of cabinet doors fell off upon opening them. Some vinyl flooring peeling off the floor, towel rack, and paper towel holder fell off upon first use. I have tried multiple times to get the builder to fix these messes but all to no avail. kindred Homes has consistently dodged fixing problems or giving excuses. they have gone through multiple staff/managers and none handed over to the next, each time you start with a new staff then they left the company before even fixing the problem, and subsequent staff will have zero clue. They have given a bunch of excuses, I have entered all the problems into the warranty portal and it all got lost and deleted, Kindred homes kept asking me to reenter it multiple times and they still have failed to fix these multiple issues. please take a look at the inspection report, Kindred Homes never fixed things on the inspection, and even the things I reported were not fixed. There have been multiple emails,phone calls/tests and at most times their phone number will say it's no longer in service. and the site manager will receive multiple missed calls and text messages and they have a pattern of not returning calls and text messages.

  

  Business response

  02/17/2023

  We are aware of ******************** complaints and have addresses most of her issues or warranty ticket submissions. She is a difficult buyer and we believe many of the unresolved items are from her lack of maintenance of the home or deliberating damaging items to make us look like we are not doing our job. I have attached communications with her as well as our warranty ticket portal showing what is open and what is complete. We don't believe we have been given adequate cooperation to rectify many of her outstanding requests.  Below is from our Director of Construction regarding open warranty items.
  
  **************** closed 1/14/22. Her heater was not working properly right after moving in, equipment issue,  got it repaired. 
  Week after moving in her toilets backed up into the house, plumber went out found some trash in the line and cleared the line.
  ******* and *** met with buyer and her inspector, they agreed to let the floors and baseboard dry out and the caulk and paint after, also addressed other issues on the inspection report with inspector.
  ***** contacted her in June she never submitted a ticket.
  We attempted to clean paint off windowsills, would not come off. We are In the process of finding brick to address these brick *****.
  The wood floor has been ordered and flooring and will be replaced when homeowner schedules. Schedule e mail in attachments
  Cabinet doors that homeowner said fell off, we believe they were pulled down by homeowner, judging by the damage done where the screws came loose.
  We have since asked the cabinet company to and asked them to check all cabinet doors, the e mail request is in the attachment.
  *********************** attempted to work at her house today, she said she would have a friend there to be in house while he was there, her friend did not show up and she tried to get ***** to go in her hose with no one home.
  I told him and he told her that is against company policy, must be someone 18 or older for us to enter the house.
  ***** had a sheetrock and trim guy there with him trying to get the that work done.
  We are addressing her new ticket as quickly as we can, she must make her house available for us to complete the work.
  She is very difficult to understand so ***** is communicating through text and e mails so we will have documentation.
  I attached the e mails ***** sent to her as replies as well.

   

  If you need anything else I will try to provide. Thank you.

  Customer response

  02/20/2023

  Complaint: 19350093
  
  I am rejecting this response because:

  Builder (Kindred Homes ) has persistently  lied to me and accused me wrongly and even called me names "difficult buyer". Home was not completed at closing, multiple sinks were leaking and this builder even initially attempted blaming my inspector for pointing out issues on his report. The builder lied in their response and blamed it on poor maintenance when most things that went wrong were either already there before I purchased the house ( leaking sinks, non working heater, loose cabinet hinges, stains and  paints all over the house, uncompleted garage walls, uncompleted caulking and paints etc.), or most happened right after move in. Majority of these issues were pointed out on inspector's report which occurred prior to closing and Kindred homes are yet to fix the issues from home inspection that was completed before I purchased their property. In summary there was no lack of maintenance in most of these issues pointed out. Take a look on emails attached they were concerns before and within says or week of closing . Their response to BBB is designed to point fingers, distract and blame everyone else but themselves. Most homebuyers in this neighborhood are bitterly complaining about their poor materials and terrible construction. When ***** was at my house for the first time, he confirmed most home owners has lists of stuff that were wrong with their property from poor workmanship. I will also like to point out to BBB that I have purchased four properties in total and one of them was purchased from Pacemaker as brand new and its been over a year since the last property was bought and Pacemaker Builder has not received even one complaint from me. Other home purchase I was involved with, there has never been any complaint or issues. This nightmare experience was only with Kindred Homes. Kindred Homes lied to me and informed me several times that the heater was working even when I pointed it out several times that It doesn't appear to be working, they made me believe that it was working, I signed a purchase agreement only to find out upon moving in that heater was not working from the beginning as confirmed by the technician who fixed it eventually and it took about 1 weeks nd several attempts before getting the heater to start working and technician told me it was a manufacturer problem. by day three of move-in to this Brand new house , there was water backup that flooded the entire downstairs floor, ******* from Kindred was quick to accuse me over the phone that I was the cause, however when the plumber came out there to fix it, he informed me it was caused by builder's negligence.  I had moved in with two young children and my elderly father into a freezing house during the heart of winder on January 14, 2021. Upon move-in, I discovered the heater was never heating, and it was a freezing temperature, my father got very sick from the freezing temperature and was rushed to the ******************** twice with that same week, I lost my job for lost work days. day three, the house flooded with water all over the downstairs flooring. Let me make it clear, I have never had any experience like this in my whole life, including while living in ****s build apartment complex. To crown it all, all cabinet hinges were loose, the cabinet door was handing for weeks and I attempted to contact Kindred Homes until it fell on my head however Kindred homes  maliciously accused me of "intentional damage" . The garage was uncompleted , there were areas on the garage wall and  door left damaged and untextured and uncompleted, they were all pointed out on prepurchase house inspection and Kindred Homes have woefully failed to complete their contraction and clean up their construction mess.  Take a look at the front door and see that the painting was never completed. Please a  take a look at the prepurchase inspection, where multiple items were pointed out and Kindred has also blamed it on the inspector. Kindred has caused me so much mental, phycological and emotion pain, stress and trauma over this past year from calling disturbing names, to maliciously accusing me of "intentional damage" to failure to taking responsibility of their own mistakes and poor workmanship. ***** show up in the house without giving me time, I told him to give me 10 minutes to get someone to open the door but he zoomed out without responding to me. I am not idle ,I work, you don't show up at unscheduled time and expect me to be at home. Last year, I called ***** several times, texted several time and he never returned text and never called back. They are now responding because BBB contacted them, but they are actually devising excuses, blames and false accusations instead of fixing the problem. Their tactics has always been, blames, accusations, distractions and delays. 

  I am kindly asking Kindred Homes to take the right steps to completing their instruction and correcting their building mishaps at ************************************* ******* **. 

   I am also asking BBB to take every steps necessary to hold Kindred Homes responsible to their work. 

  
  

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

  

  Business response

  02/23/2023

  Dear Ms. ***************** acknowledge that the heater was not working on or just after you closed on the home, however we completed repair work on the heater and it was in working order shortly after your closing. 

  You have submitted multiple warranty tickets and we have called several times to schedule the appointments but you do not return calls. We can't have people come repair items if you don't respond to us. 
  

  It appears that the measures we take to make repairs will not satisfy you. I'm not sure what you want us to do at this point. Working through the BBB is not the best avenue to handle warranty repairs. We are actively taking ************* with you to make repairs. And yes there is a level of expectation that homeowners keep up with regular maintenance of their homes. We are not responsible for wear and tear on the home, we stand behind our product and will do our best to fix items that are craftsmanship defects or equipment malfunctions. Please continue to use our warranty portal to address your outstanding issues. 

  Thanks

  Customer response

  02/27/2023

  Complaint: 19350093
  The builder lied again by stating they called and I'm not responding.  I have answered all calls from ***** and I haved used their portals. This builder had used a pattern of lying,  delays,  accusations,  blames to cover up multiple and several faulty, sloppy,  defective works. While the heater is manageable it is not functioning properly.  One of the rooms still over heats . The builder continued to blame their defective product and contruction on lack of maintenance.  Most items in the list have either been uncompleted,  defective or fell apart at first use. This builder has never been truthful,  honest in aby of their responses.  The reason BBB is contacted was Kindred homes have persistently failed to complete their home contruction  and have failed to fix their defective contruction and have always maliciously blamed, accused home owners 
  I am rejecting this response because:
  
  Regards,
  
  *************************

  

  Business response

  03/31/2023

  Regarding BBB complaint ********, our Director of Construction recently met with ********************  She verbally agreed to rescind the complaint since we have satisfied all outstanding warranty tickets, and we have agreed to replace her dishwasher.  In addition, we will be going through the inspection report with her next week. Please reach out to ****************** about rescinding her complaints with BBB. 

  Customer response

  04/03/2023

  Complaint: 19350093
  
  I am rejecting this response because:

  I am waiting for the business to replace dishwasher and fix the problems raised by inspector.  Once the Kindred Homes had satisfied their promises.  This complaint will be fully rescinded in its entirety. 

  The Kindred homes has made a good progress towards resolving the issue and im waiting for them to fulfill the last part and i will withdraw the complaint. 

  thanks 
  
  Regards,
  
  *************************

  

  Business response

  04/06/2023

  Since ******************* has moved out of state, our warranty manager is meeting with her realtor next Wednesday to walk the third party report.  The dishwasher is ordered and will hopefully be installed by the end of next week.
  

  Customer response

  04/06/2023

  Complaint: 19350093
  
  I am rejecting this response because:

  I did not move out of **************. ***** is still my Home. I am a resident of *****. I moved out of the house in question (*********************************************************) so as to allow Kindred Homes to be able to fix the issues with the house. While I informed Kindred Homes I'm out on a work related trip, I never notified them that I moved out of *****. I waited for one year for them to fix the problems before I started travelling for work. 

  I have been working closely with Kindred Homes to get this case resolved quickly, I have assigned ************************* to meet with Kindred Homes at the subject house while I am out on business trip so as to facilitate resolving this issue as soon as possible. 
  
  Regards,
  
  *************************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on the house on Dec 2021. At the time, we always got emails about certain parts of the house being unable to make with a product. This was an easy way to get out of the contract. We really love the community and the design of the house. What I would like KINDRED to know is that when we were closing, I was not happy about where the dining light was placed. I even made them aware of this prior. They insisted that based on their plans the dining light would go there. It is off and everyone that has visited my house has told me my light placement is very peculiar. I regret not having them fix this prior to closing. Due to the housing shortage or their way out of getting out of the contract we went through with it. Now I have to pay someone else more money to get something that could have been easily fixed before closing. I do not have an architect or engineering degree so I could not back up what I wanted. I am still not ok that they took advantage of the mindset of well, then you can get out of your contract. I really want them to see what kind of work they delivered. Our house was not cheap to make and I would appreciate it if they corrected this. I don't want to go to social media because they do have great houses but think they took advantage during Covid hard times.

  

  Business response

  11/08/2022

  
  Thank you, **************, for letting us know that you are not completely satisfied with your home but still acknowledging we build great houses. You alluded that we forced or duped her into accepting a light fixture in the wrong location due to ******19 constraints. Kindred Homes in no way condones coercion as a permitted course of business. I spoke with the Construction Manager, ***************************, that was assigned to your home. ******* does recall you asking about the light at the final walk thru just before closing, and he explained that the location you wanted the fixture placed wouldn't work with the layout of the rafters (ceiling joists). He showed you the electrical plan for the house and let you know that he had the light installed per our plans. ******* believed you understood and accepted the location of the fixture. 
  Also, during the final walk thru of the home, you asked if we could swap light fixtures between two rooms (study and bedroom); we obliged and made the switch for you. **************, you did not add a request to move the dining fixture to her Items To Be Corrected document. Therefore we assumed you accepted the location of the light fixture as is. The light fixture was in working order and was installed per the plan you contracted to build. I have attached a copy of the electrical plan for your review. 
  Kindred Homes did endure extreme delays during the ******19 pandemic. These delays resulted in supply chain shortages as well as labor shortages. This wouldn't have been a reason not to move a light fixture if it was possible. We hope this wasn't conveyed to you by our staff.
  Kindred Homes feels that we built a top-quality home for you and did so per the agreed-upon contracted plan. If the light fixture is not in working order, you can submit a warranty ticket through our online portal. Every buyer receives a 1-year limited builder warranty, 2-year mechanical warranty, and a 10-year structural warranty. You should have received information at closing on how to file a warranty claim via the online portal. You can contact our *************************** by phone or email if you need your login information. The proper email address is ******************************** Our toll-free phone number is **************; press option 2 for Customer Service.
  Thank you again for being a part of the Kindred Homes family. 

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I closed on our home in May of 2022. The quality of the home is poor at best. There are multiple issues with the home some that are right out dangerous. There's holes in our roof that they have not fixed. The roof is sunken in at some parts and bows out at others. They cut major slits in our gas line for the fire place and it's like a flame thrower if you try to light it. We closed on the house due to intimidation from the company. They cancelled our neighbors contract and made it clear they would do the same to others. The cosmetic finishes on the house are awful. Miss match paint. Paint covering the floors. Miss match doors. There's overspray on the roof they painted all our bushes in the front and planted a dead tree. I would stay away from these builders. They have no regard for their work and do not care about quality at all. Most importantly they do not care about their customers. One of their general contractors tried to get into a fight with me. Who was most likely under the influence at the time. We have a whole list of items that need to be repaired with no word from the company. This was not a cheap home but the end product was.

  

  Business response

  03/21/2023

  KINDRED HOMES RESPONSE Thank you, **********************, for bringing your concerns to our attention. Feedback, positive or negative, allows a company to learn and grow from it. I am concerned to hear of the quality issues you are having. I apologize for the late response to the BBB claim. Unfortunately, the information went to a former employee's inbox and was left unread. Since I was given your complaint in September, I believe you have spoken with several of our upper management, and they are working to resolve your issues. We agree that we could have done better and are working with a third-party company to ensure you ultimately have the quality product you deserve. Should you have any issues with the third-party company and feel your expectations are not being met, please reach out to me, and I will work to resolve the issue. You may contact me at **************************** or my direct line at **************. Thank you for giving us a chance to make this better for you and for being part of the Kindred Homes family

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  20MAY21 - Closed on a new build and still did not have any gas.- Move in walk threw still pending - Builder sends techs to do partial job and it never gets fully completed.- Was given false work orders. I was told 5 of the windows needed to be replaced /adjusted. **Still pending, no materials were never ordered.- Was given a diffrent front door, due to other home completions before ours. Either take what we put on there , the builder did not want to replace as to whats on the actual order.- Blue tape areas still pending inspection.- warranty techs that do show up come at there own desire, not when scheduled and smelling like alcohol, and then point the finger at the warranty manager.-Vice president, contacted me and was told everything would be taken care of. ***** was 5mths ago. Employees change every couple of mths and always have to start over again .We are overall at 1yr couple of days and we are still waiting for work orders to be completed.

  

  Business response

  03/21/2023

  KINDRED RESPONSE Thank you for taking the time to bring your issues to our attention. It was a pleasure to speak with you regarding your frustrations and concerns with your building process. As a business owner, it is always hard to hear that a customer had a less-than-excellent experience with us. I mentioned that we had a disproportionate amount of turnover this year, leading to gaps in production issues and lengthy build times. The turnover and our COVID-19 supply chain issues created a poor customer service experience. I am working closely with our *********** division employees to ensure we make the necessary changes to deliver exceptional service to every homeowner. I am confident that our warranty team will be able to address any outstanding items you may have. As I mentioned in our phone conversation, you have an open line to me if you need further help with your issues. You may always submit warranty requests through our online warranty portal. Every buyer receives a 1-year limited builder warranty, 2-year mechanical warranty, and a 10-year structural warranty. You should have received information at closing on how to file a warranty claim via the online portal. You can contact our *************************** by phone or email if you need your login information. The proper email address is ******************************** Our toll-free phone number is **************; press option 2 for ***************** Thank you again for being a part of the ******************** family. Best, *********************** *************** Officer ********************

  Customer response

  03/21/2023

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

• Initial Complaint

  04/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  It really feels like this company has been playing games with our contract and our home, for which we signed for over 15 months ago, and doesn't even have the sheetrock up yet. Someone that can do something about this can contact me at **********. This is very ridiculous, currently, we have a locked-in interest rate of ****% but if this goes past May it will change to whatever the current is at that time. This company really needs to put their big boy pants on and get this house done. I know that we signed the contract before the prices went up and since then we have been harassed about dropping the contract in every possible way. First, they took land away (Giving us no refund) for the money we paid for that, saying it was not their mistake...BUT WE CAN BACK OUT OF THE CONTRACT AND GET OUR DEPOSIT BACK. Then we won't be getting the good roof AS ADVERTISED (one reason I went with this builder)....BUT WE CAN BACK OUT AND GET OUR MONEY BACK, then we won't be getting back stairs.....BUT WE CAN BACK OUT (So you know they can sell it for more). They gave up on harassing us to break the contract and NOW this house is setting there getting rained on, defecated on inside, and more. This has been mentally, emotionally, and monetarily abusive and will soon be worse if not completed in time.

  

  Business response

  03/21/2023

  KINDRED HOMES RESPONSE Dear ******************, In response to Complaint ID ********, *********** vigorously denies the claims made. *********** takes its contractual obligations seriously and keenly focuses on meeting its customers reasonable expectations. In this instance, as there is pending litigation, the BBB is not an appropriate avenue to address the dispute. In April, the complainants retained an attorney who demanded that the Company pay tens of thousands of dollars to them at a time when the home had not been completed. *********** was complying with all its obligations under its Contract. *********** subsequently exercised its rights and terminated the Contract. On June 27, 2022, the Complainant filed suit against the Company, which the Company is vigorously defending.

  Customer response

  03/30/2023

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

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have two area of complaint:1. I have had drainage issues that have been on going since home was purchased. Nothing has been done to resolve issue. At this current time the builder did not properly prepare for drainage. I have puddles that can cause bug infestations. Kindred Homes has tried to remedy this by putting a band aid fix. Once that didn't work, I rarely hear from them. As of right now I was informed my pitch allows for draining and an engineer would have to advise. Haven't heard anything in 3 weeks. This issue has been going on for a year. I asked for a proper fix via a French drain. Nothing has been done. I can't even access my yard if it rains or house 2 doors down waters grass. 2. My driveway is 14ft wide. I was told this would be fixed (extend driveway), then Kindred decided not to fix. I purchased a spec home and I was advised /I should have not signed the closing papers. I have 16ft garage door and 14 ft driveway. Now the new homes are correct no issu

  

  Business response

  10/27/2021

  We have had the contractor who does the final grades of our homes take elevation measurements and says there is enough slope for proper drainage.  We have an engineer meeting with the homeowner on Friday 10/29/21 to inspect the drainage to confirm if its acceptable or not for proper drainage.  As an engineer, we will follow his recommendations if he says something needs to be done or not regarding drainage. 
  
  As for the driveway, it was poured according to the engineer's design.  Not every driveway is exactly the same, but there are other homes in the community with a driveway size/dimension like his.

   

   

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