ComplaintsforM H I Partnership, LTD

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Currently under the 1 year new home Coventry warranty. There is an issue with the thermostat in my home. It measures incorrectly by up to 6F than the actual room temperature (measured 5 feet above the center of the room). This was confirmed by a home inspection conducted on May 23. I have had the HVAC company (*******) come out several times. They confirmed that when the ceiling fan is operating, the thermostat reading shows 6F cooler than the actual room temperature. However this difference decreases to 3F when the fan is turned off. ******* and the Coventry warranty representative (Hunter) are refusing to address the thermostat issue, claiming that the ceiling fan is interfering. The warranty manual states a performance standard related to the thermostat that the temperature shall be within 4 degrees of the actual measured temperature. The manual has no details on operating conditions such as a fan running. The fan placement and thermostat placement was decided by Coventry homes (purchased a spec home). I am requesting Coventry replace the thermostat with one that reads the correct temperature as it is clearly not performing as per the warranty performance standard. Filing this BBB complaint is the result of the warranty rep not addressing the issue. If the issue persists, my next course of action is to file for arbitration.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Contracted with Coventry Homes to build home on our lot. Construction began in April 2023 and there have been major plumbing problems with the in ground plumbing to current.. It took almost 2 months for the in ground plumbing to past inspection. After foundation was poured, contractors have dug up the foundation in several areas to move the plumbing. The plumbing for the sewer failed inspection and we have billed by the water company for the failure. There are issues with improper framings in the home. There are many crooked boards throughout the house that is having to be reinforced with blockings. There was an area in the house where frame work was missing.. There was a gas line an electrical line running side by side. There are multiple electrical issues that has to be corrected. There are HVAC issues that need to be resolved. Throughout this home build phase the contractors are drinking on the job and leaving empty beer bottles inside and outside of the home. After 8 months into the home build, there is only a framed house with paper wrap around the frame and a roof. The contractors come and work 2-3 days a week and some weeks no work is being done. There does not seem to be any commitment to building a quality home for us. We receive a lot of empty promises regarding work being completed with minimum results We have brick and stone that has been sitting untouched on the property since mid September. Trash sits on the property for weeks at a time. The portable potty has a foul odor coming from it. We are very dissatisfied with the lack of commitment and lack of quality of work being done at our home. We are requesting for someone at a higher level at Coventry to address these issues with us and our home. We are requesting a extended warranty to cover these major issues. We will like to move into our home with some confirmation that these and future issues will be covered by Coventry. We put all of the money for the house up front. being built

  Business response

  11/28/2023

  Dear BBB:
  
  DFH Coventry LLC, d/b/a Coventry Homes has received the complaint filed by Bruce ***** with the Better Business Bureau dated November 8, 2023, regarding his concerns with alleged improper workmanship at the Property. Mr. ***** November 8, 2023, letter attempts to detail alleged defect(s) generally concerning the plumbing, foundation, framing, electrical and HVAC.
  
  Specifically, in regards to complaint item number 1, placement of the plumbing grounds in an exact location does not always happen and adjustments are necessary. In this instance, a toilet drain was a few inches off location, but this has been corrected. The drain line for master tub was placed on the wrong side of tub, this was corrected with some minor adjustments that will not affect the performance of the foundation. Item number 2, prior to pouring the foundation, a leak was found in the plumbing pipes. The leak was repaired; and retested for compliance to pass inspections. Item number 3, the framing was inspected by 2 outside inspection agencies, ***** ***********, Inc. and ******* Construction Consultants, Inc. However, in order to give peace of mind to Mr. *****, we fulfilled his request for additional blocking on studs in several areas. In addition, once the home was framed, Mr. ***** requested several changes and due to these changes, this phase of the building process has taken longer than usual.  Item number 4, the electrical concerns,  we did not have locations for several of the items until we met with Mr. ***** and all issues have been addressed and properly installed prior to sheetrock. Item number 5, there was an electrical line running next to the gas line, as noted in Mr. ***** inspection report. The proximity of the electrical line to the gas line was corrected by the gas line being relocated due to a change in location of the water heaters. Item number 6, the HVAC system is installed according to the Manual J requirements; however, the Mr. ***** feels the layout should be the same as the model home which is a much older home than Mr. ***** new build. In order to satisfy Mr.  *****, we are adding another vent to the family room the week of November 28, 2023 to be similar to the layout of  the model home. Item number 7, brick and stone are ordered early on in the build process to guarantee that we have it once ready to install due to manufacturer material shortages. We cannot begin installing brick and stone until all inspections have been passed and due to the changes in framing and water heater locations, we could not complete these inspections until all the work was complete.  Brick installation began November 14, 2023. Item number 8, in regards to drinking on the job, alcohol is not allowed on any construction site by our trades (we will reiterated this as necessary to our contractors).
  
  The construction of the home is ongoing and not completed and as such, there is not a construction defect present in regards to these items; upon completion of the home all work should be in compliance with applicable building codes and within the Homebuilders Limited Warranty Standards.  The warranty on the completed home will be issued at the time of completion and closing of the home; we cannot offer any extended warranty beyond the Homebuilders Limited Warranty.  Coventry Homes requests that Mr. ***** contact Coventry Homes Sales Counselor to address any other future matters during the construction of his home as they arise. There is no need to resort to third party involvement thru the BBB. Based upon Coventry Homes review of this specific complaint, we request that the Better Business Bureau find that Coventry Homes is taking the necessary steps in order to successfully evaluate, inspect and resolve this matter.  Thank you.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Our irrigation system had been not working well since moving-in (angles, water pressure, controller display issues), and now there is totally blank display in the irrigation controller. We first contacted Coventry Warranty service coordinated by Mr Blake on 03/2022, he requested some irrigation guy who just adjusted sprinkle angles, other issues will be fixed until the irrigation system stops working. Around 1 month ago(8/2022), we found there is totally blank display in the irrigation controller, which indicates irrigation system stops running. So we contacted the Warranty service again. After around 3 weeks, the new service coordinator Mr. Ryan and an irrigation manager came and quickly said there is possible lighting issue causing irrigation controller broken(without check), and said we need to pay irrigation controller repair fees due to we did not use a switch surge protection, or we fix it by ourselves. So now it is totally different with what Mr Blake said before. Honestly we have no idea why Mr. Ryan refused such reasonable repair request, like Mr Blake did, maybe because Mr Ryan does not know the whole story behind our irrigation problem after we move in? Since we purchased this new-built house 10 months ago, the builder have neither left such surge protection for irrigation system, nor specifically told us we need a switch surge protection for irrigation system. No matter if it is lighting issue causing irrigation system problem, we should notice that all other appliances/system connected to switch(without surge protection) are working well, except for irrigation system controller, under lighting issue. That indicates either there is a construction defect for irrigation system, or an irrigation controller product itself issue. The builder should fix either a construction defect or an irrigation system with a problematic controller, right? we hope your warranty service can fix the irrigation system, like Mr. Blake promised before

  Business response

  10/03/2022

  Dear Dispute Resolution Department:
  
                  This correspondence is in response to the Better Business Bureau complaint dated September 27, 2022, which DFH Coventry LLC d/b/a Coventry Homes received from **** ****.  Mr. **** closed the purchase of the home at issue on October 29, 2021.  Since then, Coventry Homes has been made aware of issues encompassed by the BBB complaint thru our Customer Service department. Coventry Homes inspected the issue and it appears that the damage to the sprinkler system was due to a lightning strike in the area which is not a warrantable issue.  Section VI. Exclusions in the Home Builder’s Limited Warranty provides that we are not responsible for repair, loss or damage to material or workmanship used in constructing a home where the loss or damage is cause or made worse by extreme weather conditions.  Damage due to a lightning strike is not covered by the warranty.
  
  Coventry Homes strives to maintain a high level of service to our buyers.  While it remains our intent to address all open items in as timely a manner as possible Coventry Homes will continue our efforts and communications with the buyer in this regard.  Coventry Homes requests that Mr. **** contact Coventry Homes customer service department to address these and other future matters as they arise as there is no need to resort to third party involvement thru the BBB for routine warranty or other issues that can be handled directly.  Based upon Coventry Homes review of this specific complaint, we request that the Better Business Bureau find that Coventry Homes has taking the necessary steps in order to successfully resolve this matter. Thank you.
  

  Business response

  11/08/2022

  Dear Dispute Resolution Department:
  
                  This correspondence is in response to the Better Business Bureau complaint dated October 3, 2022, which DFH Coventry, LLC. d/b/a Coventry Homes received from Mr. **** ****.  Mr. **** closed the purchase of his home at issue on October 29, 2021.  Based on inspection and surrounding information and weather events, Coventry Homes has determined this is not a warrantable issue. If Mr. **** has cause to believe this is a product defect instead of a lightning strike Mr. **** can submit the controller to the manufacturer directly with his claim and let the manufacturer make the determination and refund/cover the cost of repair if it’s a product defect instead of a lightning strike.  This is a manufactured product and their warranty would apply to any determination on their claim.  
  
  Based upon Coventry Homes review of this specific complaint, we request that the Better Business Bureau find that Coventry Homes has taken the necessary steps in order to successfully resolve this matter.  Thank you.
  
  
   
  Jennifer
  Office Manager
  Coventry Homes
  
  
  
   
   
   
   
   
   
   
  
  
  

  Customer response

  11/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Before contacting Coventry, we had contacted ****** controller company, they said the company does not directly handle warranty claim/product defect issue, which is directly handled by the dealer/builder. Now the builder said we need to contact the company to do possible warranty issue/product defect issue. Clearly we are stuck in a repair loop (****** company—>the dealer/builder—>****** company—>the dealer/builder…).  The worse thing here is no one has fully examined the controller yet, and tell us what happened to the controller. As new owner/customer for the new builded house/controller product, we should not suffer like this. 
  
  Regards,
  
  
   
  

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I want to convey the emotional distress and hardship that has been put on us by Coventry homes after our foundation lift was done. My foundation lift was done last year on 2nd September 2021.It has been almost a year and a lot of post foundation repairs are still pending. I have made close to 50 calls to Coventry customer support and followed up dozens of times but no vendor shows up to fix these pending issues. I have logged all the issues in the warranty claims on the homeowners section of Coventry homes website . All the repair items were documented by the Coventry foundation repair contact in the final walkthrough list. My address is - **** *** ****** ****** ******* ****** ****** ********: *******************************************************************************************************************************   -Repair list: Landscaping and stone layout in the front of the house need to be fixed. . During the foundation lift and digging, a lot of Pebbles that were in the one side yard of the house were removed and displaced. The side yard needs to be covered with pebbles like it was before the work started. Cracks in multiple places in the front elevation in the mortar need to be fixed. Garage Epoxy needs to be fixed. Sods need to be put in 2 areas in the backyard such that it slopes appropriately. . Sods need to be put in the long pit that was created when the patio was repaired during the foundation work in Sep 2022 3 Hazy windows need to be replaced. Around a dozen bricks in the exterior wall have very visible cracks which occurred because of foundation repair. The water leak on the side of the house . Three Pits outside the house need to be closed. The Roof Wooden planks which are joined to the exterior wall on the top are broken in four to six places. The space between the wooden planks and the brick wall has become very wide. Floor Hardwood wooden planks have become wobbly. Thumping noise while walking on carpet on 2nd floor

  Business response

  09/13/2022

  Dear Dispute Resolution Department:
  
                  This correspondence is in response to the Better Business Bureau complaint dated September 1, 2022, which DFH Coventry, LLC d/b/a Coventry Homes received from Ms. ******.  Ms. ****** is the subsequent homeowner of the property and purchase the home at issue on or around July of 2021.  As part of the transaction the balance of the 10 Year Limited Professional Warranty Service Corporation (****) New Home warranty was transferred to the new owner, Ms. ******.  Since then, Coventry Homes has been made aware of several of the warranty issues encompassed by the BBB complaint, along with other issues associated with the property thru our Customer Service department.  In fact, several warranty repair request were in place and repair to the foundation of the home was completed in Fall of 2021, per the terms and conditions of the **** Limited Warranty.  At this point, all items covered by the 10 Year Limited warranty and the obligation of Coventry Homes have been completed.
  
  In addition, as part of the completion of the foundation repair, beyond the terms of the warranty requirements and as an act of goodwill, we have agreed to provide cosmetic repairs to the landscape borders, the yard around the home, cracked brick and repair the three windows as mentioned in Ms. ******’s claim. Several of the items listed are not covered by **** and were present at the time Ms. ****** purchased the property.  
  
  Coventry Homes acknowledges that there has been a delay in responding to and addressing Ms. ******’s warranty issues, for which we have apologized and Coventry Homes is working to alleviate any further delays in resolving her complaint.  Coventry Homes will continue our efforts to address the issues thru inspection and work as well as communications directly with Ms. ******. If, and to the extent there are specific issues needing to be reviewed and addressed, Coventry Homes encourages Ms. ****** to contact our customer service department directly, to address these and other future matters as they arise as there is no need to resort to third party involvement thru the BBB for routine warranty or other issues that can be handled directly.      
  
  Coventry Homes strives to maintain a high level of service to our buyers.  While we regret that this service call has taken this long, it remains our intent to address all open items in as timely a manner as possible and Coventry Homes will continue our efforts and communications with the buyer in this regard.  Based upon Coventry Homes review of this specific complaint, we request that the Better Business Bureau find that Coventry Homes is taking the necessary steps in order to successfully resolve this matter.  Thank you.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The builder fails to follow industry quality standard practice. The poor workmanship caused the roof to leak. The builder just ignored me even if I emailed and called them many many times. 1. The water was dripping to the ceiling in the game room per image1.jpg. We used the buckets to hold the leaking water. You will see the damaged and rotten plywood from image2.jpg which was replaced from the roof. Because of the construction defect by poor workmanship, the nail is missing and it does not attach to the shingle, which caused the leakage. In another room, water was dripping to the smoke detector per image3.jpg and triggered the alarm of the whole house. The fire department came to my house and caught the leaking. 2. The bathroom exhaust vent exit was sealed and the two vent ducks were put on the floor in the attic. It is a construction defect and the builder did not follow the protocol. The correct way is to attach the two vent ducts to the vent exit which should go to the outside of the roof. Please refer to the picture Roof Vent.jpg. 3. Yesterday 8/19/2022 another area was leaking. The roofers said they could not fix it and it would cost much more (I paid them around $900) for the number 1 issue already). We do not know if more leak is coming. This house was finished at the end of 2016. On the day when my house was closing (12/31), lots of the constructions were not finished (the wall was not painted, the hardwood floor was not installed, the AC was not checked and there were lots of other issues). My inspector sent me the report with lots of issues. Since the builder told us the house was going to close on 12/31, we had prepared everything to move to the new house. On 12/31, the builder's management team came to my house and told us they would fix the issues later if I did the closing on 12/31. I trusted them. Later it was a nightmare. I had to beg them each time for the repairs. Coventry Homes is not a professional company.

  Business response

  09/01/2022

  Dear Dispute Resolution Department:
  
                  This correspondence is in response to the Better Business Bureau complaint dated August 19, 2022, which DFH Coventry, LLC. d/b/a Coventry Homes received from Mrs. ***** *****  Mrs. **** closed her purchase of the home at issue on December 31, 2016.  Since then, Coventry Homes has not been made aware of  the issues contained in the BBB complaint thru our Customer Service department.  At the time of the filing of this BBB complaint, Coventry Homes evaluated the issues presented in the complaint, and through our evaluation determined the issues contained in this claim are outside their Homebuilders Limited Warranty period.  Coventry Homes has continued our efforts to address the issues thru inspection as well as communications directly with Mrs. ***** 
  
  Based upon Coventry Homes review of this specific complaint, we request that the Better Business Bureau find that Coventry Homes has taken the necessary steps in order to successfully resolve this matter.  Thank you.

  Business response

  10/20/2022

  
  This correspondence is in response to the Better Business Bureau complaint dated October 4, 2022, which DFH Coventry LLC d/b/a Coventry Homes received from Mrs. *****  Mrs. **** closed the purchase of the home at issue on December 31, 2016. Based on the service call history that Mrs. **** submitted to our Customer Service Department, there was one roof related concern on or around March of 2017 which was over the garage and repairs were completed on or around March of 2017. In the past 5 years, other warranty request have been submitted, but nothing for the concerns encompassed in this complaint. In August 2022 Mrs. **** submitted a service ticket stating there were leaks throughout the entire home, when a Coventry Homes Construction Manager went to inspect the areas of concern, Mrs. **** indicated it was one leak in the master bedroom. Given the closed date and the service call history, Coventry Homes cannot establish what did or did not occur in the past 5 year. 
  
  Based on Coventry Homes review of this specific complaint, the conditions present regarding Mrs. ****’s complaint are not warrantable. As such we request that the Better Business Bureau find that Coventry Homes has taken the necessary steps in order to successfully resolve this matter. Thank you.
  

  
  

  Customer response

  10/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  We addressed the leaking issues during the warranty period, but they have never got it fixed. In response to the complaints, Coventy said  they had not been made aware of  the issues contained in the BBB complaint through their Customer Service department and it was not right.  You will see the attached email with file name Leaking Vents -1.pdf and Leaking Vents -2.pdf. From the attached emails, you will see we reported  the leaking issues when we first moved in. They did not follow the construction code. This is how they fixed them per attached image Roof Roof Vent.jpg. (The bathroom exhaust vent exit was sealed and  the two vent ducks were put on the floor in the attic.) The correct way is to attach the two vent ducts to the vent exit which should go to the outside of the roof. Even though I addressed it to their manager many times,  he ignored it,  and has never got it fixed. We request Coventry completely get it fixed this time. The roof leaking was caused by the defective construction. The builder did not follow the construction code and lots of nails were missing on the roof. All of these missing nail holes caused the roof leak. We have spent over $1,300 on the repair and more areas need to be fixed. The builder needs to reimburse the bill amount to us and get the rest of the roof fixed.  
  
  The roof leaking has nothing to do with the warranty, which the builder mentioned in the response. The builder did not follow the building code and it was bad workmanship, which was done by cheap labor. The builder needs to correct the defective workmanship addressed in the complaint.  
  

  Regards,

  ***** ****
  
  
   

  
  

*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. ↩