ComplaintsforSouthwest Homes of San Antonio

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Southwest Homes of ******* built my home in 2016. They have closed their office in *******, I highlighted the San Antonio office as I believe this is headquarters. Since then I have had several issues with the latest issue being a toilet they installed incorrectly that has been leaking raw sewage since 2016. It has leaked into the bedroom, closet, hard wood floors in hallway and living room. Water Mitigation team has demo the wall, insulation, base boards, flooring, vanity with cabinets, living room floor and carpet in the bedroom and closet. Before this I have had issues with the electricity breakers which were repaired this year. Additionally the air condition ran out of freon in year 3. Southwest Homes admitted fault and issued me ****** to compensate for the repairs. I do not have an estimate yet on the rebuild of my home but just to demo and disinfect has cost $3000.00. My thoughts are that Southwest Homes assist with the cost of this rebuild and demo as this was caused by their negligence. I've filed a complaint with the Attorney General of ***** and they have advised my to get an attorney. I want to make sure this goes on record for anyone purchasing a home with them understands that it could possibly come with defects as they apparently hire contractors that don't know what they're doing.

  

  Business response

  11/16/2023

  Southwest Homes of ******* built ************ home in 2016.  Southwest Homes of ******* has closed and is no longer in business as of December 31, 2022.
  First, I would like to address the comments about the A/C.  ************ contacted the office in ******* 3 years after he closed on the house stating that the A/C was not cooling the house. The A/C has a 2-year builder warranty/ 5 year manufacturer warranty on the condenser (there was nothing wrong with the condenser).  *********** was charged $300 by the A/C company of his choosing.  ************ has been renting the house out except for the first couple of months in which he lived in it.   Although the house was past the warranty, Southwest Homes offered to absorb the $300 as a good faith gesture to him. Southwest Homes cannot be responsible for typical homeowner maintenance or what renters do in the house.  Now, after 7 years, he states that the commode was not installed correctly. This house was built within the ***************,*****.  There were multiple inspections required by the *************** and they all passed.  The warranty on the plumbing by the builder is only for 2 years. There was not any warranty request on anything during the period other than the A/C situation until now. We enroll all houses into the warranty program so that when the 2 year mechanical, plumbing and electrical warranty has passed, the customers can contact the warranty company. We suggest he contact them. 

  Customer response

  11/16/2023

  Complaint: 20874569
  
  I am rejecting this response because:

  I lived in the house for 4 years. Regardless if I rent it out or not, Southwest Homes has an obligation to put in a toilet correctly. I paid for Southwest Homes to have a satisfactory experience and a home. What I do with the home is my business and does not mean it should have all of these issues. An A/C unit should not run of of cooling freon after 3 years. The breakers should not have malfunctioned since I was living there.  The issue of the toilet not being put in correctly came directly from ******************* Plumbing. I am receiving a letter stating the cause of cost from the plumbers which will be used in my case.  The *************** cannot physically go into a toilet plumbing to make sure it does not have a slow leak in it. It's Southwest Homes obligation to make sure there is no leak and it is put in correctly. The house if not under warranty anymore and you should own up to the fact that mistakes were made by your negligence, you cannot try and throw in people living at my home or insurance at it. Case and point, there is a leak because a toilet was put in incorrectly by Southwest Homes! This is Southwest Homes fault and the damage is up to 14k with demo and rebuild. 

  
   
  
  *****************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WE had Southwest homes build a home in 2018-19 and had a terrible experience from the start.We had 3 different ****** in the year the build took.All very unprofessional. First off every inspection was done after what they where inspecting was finished and covered up. The problems are, *************** was not installed correctly and is falling off, the main sewage line was not put in the ground deep enough for the septic system so it does not drain properly,Not one door operates correctly,Dryer duct has 5 45's, The base plate for the framing is hanging over slab 2". A/C is 15 degrees deferent from one end of the house to the other( which they attempted to fix 3 times) ALL of these things were brought to the contractors attention during build and after with nothing done except lies and excuses.This home builder does not stand behind their work. BAD experience from start to finish.3 year old home needs over $23.000 worth of repairs done because of poor workmanship.

  

  Business response

  11/14/2022

  Southwest Homes had Third Party Inspections throughout the build of the home and the inspections had passed.  The home is outside the time of Southwest Homes warranty. The home was enrolled into Structure Warranty.  At this time, they will need to contact Structure Warranty for any warranty concerns.

  Customer response

  11/15/2022

  Complaint: 18385926
  
  I am rejecting this response because:

  The inspectors never came till after the job was completed and covered up.

   Numerous repairs had to be done after inspected for this reason.

  It is virtually impossible to see through concrete, sheetrock and paint so how were they inspected properly.

   So many things not done correctly you should not call these custom homes.

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

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed our building contract in Dec 2020 and here we are in November and the house is still yet to be done. We were notified in January of the price increase of supplies and still went through with the build. When we signed the new contract they stated they would be done in 6 months or less. We have been on the phone with Southwest Homes repeatedly trying to get information and all they do is beat around the **** about what's going on or put blame on other people. They are constantly saying that the "contractors" either got fired, quit or they can't find anyone to do the job. The mortgage company that we are using has been pushing to get information and they are being told the same thing. First they say we will close in the 30 days but then its 2 weeks later and they say that it won't be 80 % complete by the middle of December. We are being told that all these items are on backorder AKA "Backorder is in Mexico". My sisters house started from the ground up in 6 months ago and its already done and they are closing on December 20th. My dad knows contractors that can be there for paint, granite, toilets, tile, flooring the list goes on. As a disabled veteran it is within my rights to contact a JAG. I would appreciate a response at your earliest convenience.

  

  Business response

  11/19/2021

  To whom it may concern,
  
  Shortly after contracting with SWH,  the escalation of building materials prices shot up to an all-time high that has never been experienced before in this industry. The cause was the direct effect of many suppliers/venders shutting down due to COVID-19.  SWH chose to work with our customers during this time and offered several options:  We could pause and wait to see what was going to happen with the prices,  agree to proceed with an adjustment for the price escalation, or cancel the contracts.  Initially, this contract was paused, then changed to proceed with the price adjustment.  Once the project was underway, the shortages of materials as well as tradesmen became very real.  SWH wants to build every house in a timely manner, and we are diligently working on finishing their house as quickly as possible.  SWH will be in communication with the customers throughout the remainder of this project.

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