Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In December, 2023 I submitted a warranty request on a property at ***********************************************************************************************. I own it since 09/03/2021. The property was built by CB **** in December 2020. When I was buying the townhouse in ************************************************************* August 2021. ************* (the company that works with CB **** and installed the **** system) provided information 08/20/2021 that issue was fixed. In spring and summer 2022 I had the same issue with cooling system. I contacted ************* again. They sent different technicians between May, 2022 and September 2022. Eventually the last technician told me HE FILLED UP AC UNIT WITH REFRIGERANT SINCE THERE WAS NOT ENOUGH. He didn't run any tests. I didn't pay attention to his words since I am not familiar with the **** system. I was traveling in summer-fall 2023 and didn't use AC so much. In November 2023 when it was hot *********** turned on AC I got the same issue with cooling system as before . I called AC inspector who after visually observing **** told me "AC unit is COMPLETELY EMPTY from the r410a refrigerant". When I told him the unit was filled up with refrigerant last year he replied "more likely **** had a leak because the refrigerant doesn't disappear from the system like this and AC unit should have been tested by **** for a leak at that time". I called **** again and told them about this situation. They ran test this time and found a leak. Now they want me to pay $1,450 for the labor to fix the issue. I contacted CB **** requesting them to honor the warranty since the issue never was fixed during warranty time. They refused to honor warranty because "it's out of warranty time & only manufacture warranty can be in place through ****". I don't agree with this because I had contacted ************* 4 times in 2021-2022 and they didn't do proper job to fix the issue. They should have ran the test before and fixed the issue when we contacted them in 2021-2022 within warranty time.Business response
02/16/2024
While we understand the frustration associated with the **** equipment located at **************************, this home originally closed on 12/7/2020.
The builder backed coverage for **** equipment expired on 12/7/2021. The manufacture backed coverage would be the responsibility of the original owner to register and would have been placed in the owners name and is typically not transferable.
As a courtesy CB **** **************** did have the licensed **** trade of record, **** Mechanical perform an inspection at which time they found a leak at coil. Based on cost,shared by ****, that part was being covered while labor and refrigerants would cost $1450.00. This information was provided to the owner. The owner disagreed with the costs and referenced previous issues that we as the Builder have no record of. We recommend that any disagreements in service history and recorded inaccuracy be directed to **** Mechanical, the licensed mechanical contractor.
Initial Complaint
09/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased our home in 2019 and were told that the walls are insulated and included sound proofing. Well, much to our surprise we hear everything next door. So when our neighbors play music we hear it clear as day. Im not sure what they used to sound proof but the design and set up was poorly thought out as well as the actual sound proofing.Business response
09/14/2023
****************,
Good afternoon, our office received your complaint regarding sound proofing. *** and I would be happy to stop by and verify that the wall was constructed correctly per specification and code. I can make myself available this Friday 9:30-11:00 with the inspection requiring about 30 minutes of your time or next Thursday afternoon between 2:00-5:00. I look forward to hearing from you soon.
Regards,*************************
Director of Customer Service
Business response
09/14/2023
This complaint has been followed up on to ascertain if the issue is construction or environmentally driven.Initial Complaint
08/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
(2 months of living) I am dissatisfied with the service provided regarding issues with my A/C unit when it is a brand new property. I had a service technician come out due to everything being under warranty, but he did not even take 10 mins to inspect the equipment properly. He just went inside and checked the thermostat and did a quick walk-through and we are not happy with the services provided. He stated, "Everything looks good." This is a brand new 2 story home and you can tell that it is hot on both floors. I would like to be contacted by the company to have a different technician come out to inspect the lines/attic etc thoroughly. We have also noticed that our neighbors are having the same issue and it is a brand new community. We have noticed there have been multiple different technicians coming out to the neighbors homes for the same issue. This is a new construction so we shouldn't be having these issues in the first place.Business response
08/14/2023
HVAC systems per code are designed to a 25-degree indoor to outdoor delta. With extreme outdoor temperatures this may mean higher indoor temperatures. We will reach out and set-up a visit by a senior tech.Initial Complaint
04/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing to express my dissatisfaction with the quality of the tiling in the master bedroom. Since moving in during the first quarter, I have noticed that the grout has been chipping off, and several tiles have become loose and unstable. Despite opening multiple warranty claims within the first year, the issue remains unresolved.When the warranty contractor attempted to re-grout the missing pieces, they used the incorrect color. As a result, I now have to pay a tile specialist $400 to rectify the problem. However, multiple experts have informed me that the only proper solution is to remove all the loose tiles and reinstall them.I believe it is CB ****'s responsibility to address and correct this issue, as it was identified during the warranty window and has not been adequately resolved. I should not have to bear the out-of-pocket expense for a problem that should have been properly addressed under warranty.Business response
04/24/2023
We have reached out to the homeowner to schedule an inspection and to get repairs scheduled.Initial Complaint
09/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
We closed on the property at the end of April 2022. Two HOA accounts were established instead of 1. We have linked the correct acct to auto deduct. Paragon Property(a division of CB Jeni and Green Brick Title) are now sending late fee notices and threats of court action. We have tried contacting them by phone, voicemail and email...all attempts by us to discuss have been met with NO RESPONSE. Please help!Business response
10/19/2022
Consumer Response /* (2000, 5, 2022/09/07) */ Hello, Finally, we received a call from Paragon and resolved all issues. Thank you, ******* ********
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.