Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The electrical contractor IES installed a 40 amp breaker that is overamping my AC unit which has a *** of 35 amps. The builder and the electrical contractor do not want to take responsibility for this error. I may have damage to my compressor now that is expensive to replace. They are passing it off on the 3rd party inspector Bureau Veritas claiming they passed the inspection. I have yet to see a copy of that report making their claim legitimate.

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought our home in 2018 from Altura Homes, in 2023 we notices the carpet in the closet beside the master bathroom shower kept getting wet. When we had pulled everything out of the closet to put down new floors we noticed the walls and baseboards were soaked and had mildew growing on them. We cut out the carpet and wet portions of the wall and baseboards. Being 5 years into our home purchase, we called a plumber to come see wear the water was coming from. The plumber let us know that it was coming from the crack between the shower seat and wall; we will need to get that fixed and regrout our shower but this is not something that the plumber would be able to do. I reached out to a contractor to get some referrals on someone that could fix my shower and closet and he let me know that that issue should not be happening because there should be a lining to catch water if the grout starts to fail. Altura sends someone out to look at it and says they don't do a lining on the shower seat, this is a grout issue and our problem. Altura then sends a plumber out who said we have cracks in the shower drain and water is not coming from the seat. Altura again said the cracks in the drain are not under warranty anymore so you must take care of it yourself. I call someone to give us a quote on the regrout and they let me know all of the weep holes are covered, the shower seat is tilted back towards the wall causing any water on the seat to go through the crack in the grouting. Any water should be lead to the drain but it is going into the closet instead. The grouting company also said that I am not the only house in my neighborhood that they have seen these same issues. Altura is stating it is not their problem.

  Business Response

  Date: 04/23/2024

  Good morning: 
  
  Please see attached images, and video for reference regarding the BBB complaint #********.  Alturas Customer Service Specialist made an appointment with the homeowners to 
  investigate their concerns.  When he went into the bathroom and looking at the leak there was a very huge sign of homeowner neglect. The walls in the shower had no grout in between from it deteriorating from not being cleaned. The caulking around the shower pan was yellow from not being resealed, as a homeowner maintenance that was neglected over the years and leaving cracks for water to intrude. The homeowners stated the last plumber she had out said there should be lining around all the walls. She was explained it doesn't go all the way up the walls and around. The lining only goes over the bench seat to keep water from behind the seat. There is ways water can get behind the wall only due to homeowner neglect or material malfunction which was not present. The homeowner neglect is leaving the caulking dirty and deteriorating. Also, the same thing with grout between the tiles which was also dirty and deteriorating. After explanation of what was discovered, she then contacted ***** the Warranty Manager and had talked to him about everything stating it shouldn't be billable to her. So, he sent Enterprise plumbing over there to make sure that the lining was over the bench seat which was. The plumber then filled the shower pan and noticed the leak was coming from the drain in the shower pan also. Which is also from not keeping the shower pan clean and can cause cracking from standing on something that is deteriorating. The drain is also something not covered due to the fact we only cover plumbing for the first two years after closing.
  
   
  
  
  *******************
  Construction & Warranty Coordinator
  Office: **************
  

  
  

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We submitted a number of warranty claims with Altura Homes regarding two defective windows in our home (before the one year warranty expired). They sent someone out to fix half of the two windows, but they only brought the two top half of the windows, still waiting and have been waiting for close to a month to get them back out here to finish the job. Altura will not answer their phones and my warranty submissions go unanswered. This is not the correct way to run a business.

  Business Response

  Date: 04/10/2024

  Good morning:
  
   
  
  I did not locate a place to respond to the complaint ID ********.  The representative ***** with ******************, ****************** went to the home on 3/21. The glass on two living room uppers was changed.   The living room has 3 windows, 3050 singles facing the back yard.  The uppers on the middle window and right window were changed.
  
  ****************** noticed that the lowers on the middle and right windows sashes needed to be changed as well but did not have the materials. There was a miscommunication, and the Customer Service Specialist was under the impression this was taken care of on 3/27.  Our Customer Service Specialist is in the process of getting the repair scheduled.
  
   
  
   
  
   
  
   
  
   
  
  *******************
  
  Construction & Warranty Coordinator
  
  Office: **************

  Customer Answer

  Date: 04/12/2024

  Although I do not agree with everything that was said in the company's response:  Why:  ****************** did not point out that the lowers on the middle and right windows were bad, this was noted in the original warranty submission to the builder. When ****************** visited our home to replace the uppers and lowers of the two windows in question, we thought they were coming to replace both windows in their entirety.  They replaced the bottoms and said that the builder would let us know when they would be back.  After they left on March 27, 2024, we never heard anything from anyone until I sent another warranty submission, explaining that I would file the BBB complaint on April 8, 2024.  On April 12, 2024, both windows have been replaced and are amazing.  That's all we wanted.  We accept that this matter has been taken care of.  Thanks to BBB for getting involved and thanks to Altura Builders for honoring the Home Warranty. 

  Customer Answer

  Date: 04/12/2024

  I have reviewed the business response and noted some corrections.  Resolution accepted. 

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a property located at ****************************************************************** built by Altura Homes which got closed mid last year, this is part of their ************************************ community. In March of this year my tenant noticed multiple tiles in the living area that were cracked and I filed a claim with the builder, the builder replaced **** tiles that were cracked, but there were more than 50 tiles that were cracked. When I reached out to the builder about the remaining tiles, the builder suggested me to file a claim with a 3rd party structural company as it was unusual for so many tiles that were cracked. I paid $350 to the structural warranty company and they had their engineer come in and check for any structural faults, but the inspection report said there are structural movements which has caused the tiles to crack but not enough for the structural warranty company to deem it as a structural defect. I went back to the builder after this report from the structural warranty company asking the builder to replace the tiles as part of their builder warranty, and since then the builder has been denying the responsibility of them to replace the tiles by giving lame reasons such as we did not use soaker hoses for the foundation which might have caused tiles to crack and they cannot cover the replacement. I asked multiple times to share the contract clause which says that I should use soaker hoses and they were not able to provide me with any document as such. They did share a document for tile care and even that document does not speak of soaker hoses. And none of the homeowners in the community have been using soaker hoses to prevent tiles from cracking, and my tenant runs the sprinkler system that is under the flower bed regularly so that should suffice from using soaker hoses. The area had very wet spring this year with lots of rains and the tiles started cracking in March in the rainy season not even summer season, how this could happen.

  Business Response

  Date: 10/25/2023

  Response complaint #********
  Address:533 Oleander
  Closed:6/17/2022
  
  
  
  A claim was filed with the structural warranty company and the report stated the cracks in the tiles are not due to any structural damage.
  After the denial of the claim the homeowner stayed persistent that we should be liable for replacing the tiles.   Altura informed the homeowner that settlement cracks are not covered under any warranty. Our warranty manager went out to the property and took pictures of the right front and one on the left side of the property, it was evident that the homeowner or the tenant had not been following the maintenance procedure, which was provided at the time of closing.(Please see attached photos)
   Altura notified the homeowner, This is going to be considered non-warrantable due to the signed "Affidavit of Use - Residential Or Nonresidential Made Part of New Home Sales Agreement" dated 11/21/2021, state's third-party warranties are reduced to 60 days for workmanship, 60 days for delivery systems, and 10 years for major structural components from the date of closing.  (Please see attached signed Affidavit) Based on his closing date of 6/17/2022 this is the dates of the different portions of the warranty.
  Workmanship (Labor & Materials) expired: 8/16/2022
  Delivery System (Electrical & Plumbing) expired: 8/16/2022
  Major Structural: June 17, ****
  
  First warranty submission regarding floor tiles in the living area and master bathroom cracking was submitted 4/4/2023.
  
  Thank You
  
  Altura Warranty Department : 

  Business Response

  Date: 10/26/2023

  Please see attached final walk documents with the Foundation Mosisture Maintenance letter that goes over maintaining the foundation. 

  Business Response

  Date: 10/27/2023

  Response complaint #********
  Address: 533 Oleander
  Closed: 6/17/2022
  
  
  
  A claim was filed with the structural warranty company and the report stated the cracks in the tiles are not due to any structural damage.
  After the denial of the claim the homeowner stayed persistent that we should be liable for replacing the tiles.   Altura informed the homeowner that settlement cracks are not covered under any warranty. Our warranty manager went out to the property and took pictures of the right front and one on the left side of the property, it was evident that the homeowner or the tenant had not been following the maintenance procedure, which was provided at the time of closing. (Please see attached photos)
   Altura notified the homeowner, This is going to be considered non-warrantable due to the signed "Affidavit of Use - Residential Or Nonresidential Made Part of New Home Sales Agreement" dated 11/21/2021, state's third-party warranties are reduced to 60 days for workmanship, 60 days for delivery systems, and 10 years for major structural components from the date of closing.  (Please see attached signed Affidavit) Based on his closing date of 6/17/2022 this is the dates of the different portions of the warranty.
  Workmanship (Labor & Materials) expired: 8/16/2022
  Delivery System (Electrical & Plumbing) expired: 8/16/2022
  Major Structural: June 17, 2032
  
  First warranty submission regarding floor tiles in the living area and master bathroom cracking was submitted 4/4/2023.
  
  Thank You
  
  Altura Warranty Department : 

  Customer Answer

  Date: 10/30/2023

  I am rejecting this response because:

   

  1. The purchase contract that I signed states the property has 1-2-10 Express warranty, and the exact verbiage mentioned on the 10th page of the contract says - ******************* Warranty covers the home as follows:
  For a period of One Year from the Effective Date of the warranty of the home is warranted to be free from deficiencies
  in workmanship and materials as defined in the Performance Standards contained in the Coverage Booklet.
  For a period of Two Years from the Effective date of the warranty the home is warranted to be free from deficiencies in
  delivery portions of the electrical, plumbing and mechanical distribution system as defined in the Performance Standards
  contained in the Coverage Booklet.
  For a period of Ten Years from the Effective date of the warranty the home is warranted to be free from Major
  Structural Defects as defined in the Coverage Booklet. 
  

  I have attached a copy of my purchase contract that I signed. And my point is the tile cracks should be covered under the builders 1 year warranty, similar to what majority of new homes come with. 

  2. With regards to the builders claim of owner/tenant not following floor maintenance, this is what the builder's maintenance for tiles says (I have attached the file as well): 
  

  TILE & STONE FLOORING CARE AND MAINTENANCE
  

  In order to protect your investment in **************, we have some simple, easy-to-follow care and maintenance tips.
  
  Use Protective Mats

  It is important to use a good quality entry mat to trap dirt, sand, grit and other substances such as oil that will otherwise be tracked onto your floor.  These mats will also help protect tile or stone floors from premature wear.  Mats are also suggested at heavy pivot locations, like in front of your kitchen sink or stove.
  
  Add protective pads to furniture
   
  Protect your tile by applying felt or similar pads to the legs of any metal, iron, wood, or plastic furniture that will be placed on the flooring.  Keep in mind that if ************** is for your outdoor patio or porch, exterior metal furniture my rust and result in stans.  Using furniture pads will prevent this.
  
  Check cure time before adding grout sealer
  Grout is very porous and will absorb water, dirt and spills.  Grout sealer is clear and designed to reduce the absorption rate.  The sealer is absorbed into the grout, baking the grout easier to clean.  Unless noted otherwise on the packaging, grout should cure for at least 28 days before applying a sealer.  Always follow the manufacturers application recommendations.

  No where in the maintenance steps has the builder mentioned that to cover the builders warranty on tiles the owner should use soaker hoses, and no where in the contract or anywhere have they mentioned anything about usage of soaker hoses. And my tenant has a sprinkler system under flower beds and they will be running regularly so that should take care of the need of soaker hoses, the builder is coming up with one or the other excuse to cover the defect under the builder warranty. And none of my neighbors are using soaker hoses, so this claim by the builder that my tenant is not using soaker hoses and that is the reason for these cracks is a baseless reasoning. 

  This is not the first property that I am seeing tile cracks in a new home but in my experience the builder has replaced tiles for me if the issue was within 1 year from purchase and this is pretty standard with builders. Altura homes has marketed similar coverage on the purchase contract but now are trying to avoid the coverage although the reported issue is within 1 year from purchase, and now they are trying to bluff with some new ***** days warranty coverage whereas my contract clearly states that my property has 1-2-10 years warranty and it clearly says for a period of One Year from the Effective Date of the warranty of the home is warranted to be free from deficiencies
  in workmanship and materials as defined in the Performance Standards contained in the Coverage Booklet.

   

  For reference I have attached the purchase contract that I signed and the builder's maintenance document for tiles

  Business Response

  Date: 10/31/2023

  Good afternoon: 

   

  Please refer to attached sales agreement page 16 signed by you the Affidavit of USE-RESIDENTAL OR NON RESIEDENTAL document that you signed the non-residential purpose that states "The above-referenced Buyers and signors of this Affidavit will use the Property for a Nonresidential Purpose and not for Residential Use. The express limited warranty obligation for Non-residential Purpose is 1 year for workmanship, 1 year delivery sysems, and 10 years for major structural components from the date of closing."  

  Customer Answer

  Date: 11/01/2023

  I am rejecting this response because: 

  I am not sure why the builder is trying to fool me or BBB. Now you are agreeing that I have a warranty of 1 year for workmanship after I pointed out that the contract has specified 1 year of warranty of workmanship, whereas the first response that was sent by the builder on 10/27/2023 you mentioned and I quote - "warranty of 60 days for workmanship, 60 days for delivery systems". I have never seen a business trying to fool customer's like this. And in the very same response you have mentioned and I quote - "First warranty submission regarding floor tiles in the living area and master bathroom cracking was submitted 4/4/2023."

  And since you have agreed now that my property has a warranty of 1 year for workmanship that is what I am asking for in this case - the builder should cover the replacement of tiles that have cracked and are reported within 1 year from closing date. 

  My closing date is - 06/17/2022

  Tiles crack issue reported - 4/4/2023

  So as you can see the issue was reported well within the 1 year time frame from the closing date so that is what I am asking from the builder to cover the replacement under builder's 1 year warranty that my property has. And stop trying to fool me, BBB OR trying to come up with some new excuse or making up some random answers out of thin air. 

• Initial Complaint

  Date:08/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Altura homes provided me with misleading information regarding the incentives offered for using a preferred lender. I went with the lender to take advantage of the incentive but was later told they could not give me the full amount offered. Had I known this up front, I would've chosen a different lender. The home I purchased was built in three months, and the sloppiness and poor workmanship make it apparent that it was thrown together by unskilled laborers with an incompetent and inexperienced onsite builder. The onsite builder, *****, has been a nightmare to deal with. He proceeds to gaslight me whenever I bring my issues and concerns to his attention. He is extremely rude and makes snarky comments whenever I deal with him directly. I have been in a back and forth battle with this company for over a month trying to get these issues completely resolved. Although some progress has been made, I am dissatisfied with the substantial amount of time and effort this has required.

  Business Response

  Date: 08/23/2023

  Good afternoon: 

  I am needing an address in order to investigate this matter. 

   

  Thank You 

   

  *******************;

  Customer Answer

  Date: 08/24/2023

  Hello,

  The address is *****************************************************

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Altura homes has failed to perform a promised (in contract) modification to our new home . We are experiencing extreme flooding in the rear of our prop, due to low dirt levels and improper flood channeling . Thank you Kindly, ***********

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/01/23) */ The grading work was completed the week of January 16th. Thank You Jodi H****