Business ProfileforInTown Homes, LTD

Worst home building experience. In fall of 2020 we had our first son and needed more space, so we found a lot but it was an InTown property. They said start to finish it would take about 10 months…. It’s summer 2024 now. My son is now 4, I even tried waiting to have my second child closer to the completion of the home but it still hasn’t happened. I realized if I continued to wait on my house I’d never be able to expand my family. Meanwhile we are still renting throwing money away we could’ve used to our house. This house has taken 4.5 years to build! There’s so many issues wrong every time I see it. Crooked walls, windows the list goes on. The dining room floor was coming in, in the middle. I’m constantly point them out to the builder and most of them are still not resolved. If they fix everything that’s wrong with it I’m sure it’ll take another year. This has been absolutely beyond ridiculous. I’m not one to usually write reviews but InTown is the worst builder filled with false promises and unreasonable delays. Buyers be ware.

Dear Ylianna *******, Thank you for bringing this issue to our attention. We take customer satisfaction very seriously and are committed to resolving any problems as quickly as possible. Based on the information provided by our sales manager Jenny Price, it seems that your home construction at the Mirasol community has faced significant delays, which has understandably caused you and your husband a great deal of frustration. We acknowledge that the 3.5-year construction timeline has been unacceptable and has eroded the trust we strive to maintain with our homebuyers. Jenny has informed us that you and your husband Michael have been very patient throughout this process. She indicates that there may be problems with the home, such as crooked walls and floors, that you have discussed directly with the builder Russell, but that she was not made aware of. To address this, we will be scheduling a meeting between Jenny, the construction manager Jason, and Russell to fully understand the specific issues you have encountered. We will also reach out to you directly to get a detailed list of the problems you have experienced, so that we can work quickly to find solutions. Going forward, we will implement a process to ensure all buyer discussions with the builder are funneled through the designated sales representative, so that we can be proactive in addressing any concerns that arise. Please know that we are committed to making this right. We value you as a customer and apologize for the extremely poor experience you have had. We will be in touch shortly to discuss the next steps.

The way the Mirasol Homes protocol is set up is for the Sales person to be the point person. The reason for this is so that if there is a problem, the Sales person has the opportunity to resolve the issue. The buyer lives nearby the homesite and was stopping by and communicating with the on-site builder directly. Neither the on-site builder nor the homeowner alerted the Sales person that there were quality issues. Now that we have been notified, we have taken action immediately. The Sales person promptly contacted the homeowner on 6/6/24, apologized, and asked them for a list of outstanding issues. The buyer immediately emailed a list and sent photos. The Sales person and the head of construction met with the on-site builder at the house on 6/6/24 to look at all the issues and formulate a plan to resolve them. The homeowner was going to try to meet there but was busy with work. The Sales person set up a time for the homeowner and the head of construction to meet at the house on 6/13/24 to review the items and discuss remedies. The buyer contracted on 11/15/20 at the plan stage on what was essentially a custom home over 6,000 sq ft. The plans still needed to go through engineering, permitting, and financing. Additionally, there were issues with the lot that needed to be resolved. This lot is on a very steep slope looking over the preserve, and there were unforeseen engineering issues. The actual start date for the home was 4/15/22. The slab pour was 8/3/22. We had a number of issues during this time period due to COVID and supply chain issues, labor issues, as well as dealing with the challenging lot conditions. Some issues were within our control, and some were beyond our control (permitting, governmental issues). We have become aware of some quality issues due to our trade base and are working on resolving them. We apologize that we have not met expectations, and we will do our best to remedy the situation for these buyers. We do believe that they will ultimately love their home.