ComplaintsforUBuildIt-Schertz

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Deceptive Business Practices - UBuildIt 9/30/2023 - Our Mother and us met with a sales representative at the UBuildIt office to discuss potentially building a small casita- for our Mother.At that 9/30/2023 meeting, we discussed our budget was limited to around $100K to $120K, and the salesman told us it could be built at that cost. Our Mother, having recently lost her husband, was very excited to learn this could be done, and thus wrote out a personal check for the amount of $4000 for us to begin the process. I was presented and signed the contract.Throughout the design process, we were given three difference quotes, two different designers, and the quotes were much more than the salesman had promised. The designs were not meeting our expectations, and our Mother thus decided, with all the inconsistencies and frustrations in the design process, to include the much higher relative quotes- she no longer wished to live in the casita, and for us to seek reimbursement of her check from UBuildIt.My wife sent an email to the UBuildIt salesman on 3/25/2024 requesting the money be returned to our Mother. When we did not receive word from the UBuildIt salesman, our Mother sent a registered letter on 4/3/2024 requesting reimbursement.In turn, my wife and I received a response by mail from the UBuildIt salesman dated 4/17/2024 stating the Planning Phase Fee was not refundable. It was not sent to our Mother as a response to her registered letter request.On 4/22/2024 my wife sent an email to the UBuildIt salesman disputing his letter- asking him to reconsider his response because the planning phases had not been started. When she did not get a response in return, my wife messaged the UBuildIt salesman to meet and discuss the matter, however to this point he has not responded.

  

  Business response

  05/15/2024

  **Response to Complaint: Deceptive Business Practices - UBuildIt**
  
  To Whom It May ****************** are writing in response to the complaint dated 5/06/2024 regarding allegations of deceptive business practices. We value transparency and aim to address any misunderstandings or concerns.
  
  **Complaint Overview:**
  The complaint, filed by the client, alleges that our company, UBuildIt, promised to build a casita within a budget of $100K to $120K. The client further claims that despite multiple design quotes exceeding the promised budget and perceived inconsistencies in the design process, they decided not to proceed and requested a refund of the $4000 planning fee.
  
  **Our Response:**
  
  1. **Initial Consultation and Budget Discussion:**
     At the meeting on 9/30/2023, our sales representative discussed potential costs for building a casita. The client was advised that in order to meet their budget goals, certain size and design parameters would have to be met. While we strive to provide accurate estimates, it is important to note that initial quotes are subject to change based on detailed design specifications, material choices, and client preferences.
  
  2. **Contractual Agreement:**
     The client signed a contract which clearly states that the planning fee is non-refundable. This clause is included to cover the costs associated with the preliminary design work and planning services provided. The contract, signed by the client, serves as an acknowledgment and agreement to these terms.
  
  3. **Design Process and Communication:**
     Throughout the design process, we provided the client with multiple quotes and engaged different designers to meet their expectations. The variation in quotes reflects adjustments based on evolving design preferences and requirements discussed during the planning phase.
  
  4. **Refund Request and Response:**
     - On 3/26/2024, the client's wife requested a refund via mail. Our sales representative responded on 4/17/2024, reiterating the non-refundable nature of the planning fee as per the signed contract.
     - A registered letter from the client's mother dated 4/3/2024 also requested a refund, to which our response was consistent with the contractual terms.
     - Despite multiple communications, our stance remained unchanged due to the clear terms outlined in the signed agreement. (See attachment)
  
  5. **Customer Satisfaction:**
     We regret any frustration or dissatisfaction experienced by the client. However, our company policy and contract terms are designed to ensure clarity and fairness for all parties involved. The non-refundable planning fee is a standard practice in the industry to cover the initial costs incurred by the company.
  
  We have made several attempts to communicate our position to the client and address their concerns within the framework of our contractual agreement. We remain open to discussing any further clarifications needed regarding this matter.
  
  Thank you for your attention to this response.
  
  Sincerely,
  
  ********************; 
  Owner/Sales Manager  
  UBuildIt

  Customer response

  05/18/2024

  Complaint: 21669436
  
  I am rejecting this response because:
  We are seeking reimbursement for *********************** who is elderly and unaware of contractual agreement. ******************* addressed her concerns and delivered a sales pitch that got her excited about building a casita on our property. ***** is widowed and would have really liked to have her own space on our property. In order to get the project started her expressed a fee amount to us and she was willing to contribute. *********************** wrote the check for the amount of 4000. Dollars. ***  signed the contract to accept the responsibility to fund the build. Not one item that outlined what the fee was for was executed. Based on these facts we feel ***** should receive her fee back. No service was rendered and she did not sign a contract.
  Regards,
  
  ****** And ***********************

  

  Business response

  05/21/2024

  Response to Follow-Up Complaint: Deceptive Business Practices - UBuildIt
  

  To Whom It May ***************** appreciate the opportunity to address the additional concerns raised by **************** and *************************** regarding the refund request for the planning fee paid by ***********************.
  

  Response to Specific Points Raised:

  1. Elderly and Unaware of Contractual Agreement: 

  We understand and empathize with the situation of ***********************. However, the contractual agreement was signed by *****************************, who agreed to the terms and conditions, including the non-refundable planning fee. It is standard practice that the individual who signs the contract is responsible for understanding and agreeing to its terms.
  

  2. Sales Pitch and Excitement: 

  Our sales representatives role is to present potential opportunities and provide estimates based on the initial discussion. While we aim to inspire and excite our clients about their projects, we ensure that all contractual terms, including the non-refundable nature of the planning fee, are clearly communicated and documented.

  3. Payment and Contract Signing: 

  ****************** contribution towards the planning fee was a kind gesture to support the project. However, the responsibility for the contract and its terms rests with *****************************, the signatory. The planning fee was intended to cover the initial design and planning services, which are non-refundable as per the signed agreement.
  

  4. Services Rendered: 

  Contrary to the claim that no services were rendered, our team made three separate trips to evaluate the property, provided multiple design quotes and engaged different designers to meet the client's expectations. The planning fee covers these initial efforts and consultations, even if the final design did not meet the client's evolving requirements.

  5. Contractual Obligation: 

  The non-refundable planning fee is a standard clause to cover the time, effort, and resources dedicated by our team during the initial planning phase. This clause was acknowledged and agreed upon by the signatory of the contract, *****************************.

  We understand the desire for a refund; however, we must adhere to the terms of the signed contract. Our policy ensures fairness and consistency for all clients. We regret any inconvenience caused but maintain that the planning fee is non-refundable as outlined in the agreement.
  

  We remain committed to addressing any further questions or concerns and are open to discussing alternative solutions to meet the client's needs within the scope of our contractual agreement.
  Thank you for your understanding.

  
  Sincerely,
  ***********************
  Owner/Sales Manager
  UBuildIt

  
  

  Customer response

  05/21/2024

  Complaint: 21669436
  
  I am rejecting this response because:

  ***************************** and willingly presented his sales pitch and promises to *********************** and addressed  her concerns and questions. He never stated to her when she presented the check that the fee was non refundable . ***** had left the building when the contract was presented for signage.

  Stating that there was three separate visits to the building sites is a lie. ******************* came to our house when we expressed and interest into a remodel for our home. We went through our home with him to give him an idea on the changes we were wanted. He assured us that we would be able to use his company for a remodel. At this time we were toying with the idea for a Casita. This was pre seminar and pre contract. No visit from him ever occurred from him after the contract was signed. 

  The honest thing for him and in the best interest of his company's reputation would be to return the money. That is all she is asking.

  
  Regards,
  
  ****** And ***********************

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We started working with U build It, ******* location in 2020, *********************** called me 2-3 times a week. We decided we were ready to start the process of building a home so we called *** and set up an appointment. We get there and *** explained how everything work and told us to get started it would be $3500. We paid the $3500 and *** scheduled a planning session with their planner. The planner gave us homework to do, pick out all the paint colors, wall texture, tile, garage doors, granite, interior doors and exterior doors. We first went to the garage place, we were told they did not have our bid, so I was think it probably was still to soon after the planning meeting, so I gave them a week. I went back to the garage door place and they still didn't have our bid. We had already scheduled an appointment with ****** so we went and after all the looking and matching they didn't have our bid. We called ******** and was told the planner was out and would call us as soon as he returned. We went to *******************************, we picked out all of our paint colors and the guy at the desk also said he did not have our bid, but he also said we may be at the wrong *******************************, I thought it was odd, but we went to the store on ******************* and we're told they did not have our bid. U Build It was closed so I went back on Monday and was told the planner had quit and we would have to go through the planning session again. We did and after we called back to see if the bids were ready, we were told that a new planner would be taking over. We went through this several times and then we found out UBuildIt was not able to send out the bids until we got our foundation engineering done. We thought that was a part of the bidding that was being sent out. I get the engineering done, another planner quit so we go back through the planning session and find out there's problems with the blueprints. That's were we decided to walk away, we asked for a refund and *** refused.

  

  Business response

  11/22/2022

  We are in the process of settling the complaint with ***************  We are waiting for the attorney to provide us with a mutual release regarding the contract we have with ***************  The attorney is out of the office until next week.  We hope to settle with ************** next week.  

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am not an angry person or client. It may seem so however it is the truth. Do not use these guys. The positive reviews you see do not tell the full truth. They are fast talking sales people who do not have a clue on how to run a professional business. Their angle is to appease you to think you are saving thousands of dollars using their service. You do save money; however, they use very low-grade contractors. They bid out our projects to the people they know and have a close relationship with. They present a scare tactic to convince you not to use anyone outside of the uBuildit company. Since I moved in our house, I have nothing but problems. I have hired additional people to come in to make repairs because uBuildit used the stall tactic on me which is the 2-year warranty limit. I made numerous calls to them during my 2-year warranty period and did nothing but tell me they would call me back. This never happened. Now I am outside of my warranty period so I have no choice but to take them to court. My main case will be around the terrible work they performed and falsifying of client documents. I live outside the city limits where a home inspection is optional. Most people dont know about this because they trust uBuildit. I hired an inspector based on another uBuildit client's recommendation. Both times my inspection report was over 75 pages long filled up with numerous code violations. One of the biggest ones was my foundation frame was not properly bolted down. It was missing over 180 bolts to the main house and at 40% to the detached garages. We also had major problems with the Electrician. One of the code violations was with the electrical panel in my garage. By code the switch is supposed to be an "Arc Fault" switch. Arc Fault switches cost around $50 each compared to the normal switches at about $3 each. The electrician installed the $3 switches however charged us for the $50 switches. Things not done. Wiring for whole house generator and faulty AC units.

  

  Business response

  09/12/2022

  **** & *********************** completed their home in either late 2019 or early 2020, for the sake of time, I do not have the exact dates.  We are building consultants and we consult the homeowner throughout their build every step of the way.  They sign a contract clearly stating they are an owner builder and we are the consultant.  We recommend subs and suppliers that we have a positive history with as an option for them.  We do not get kick backs from any one. Ultimately it is the homeowner responsibility to select the subcontractors and suppliers.  We have been in constant communication with **************** through out the build and there after.  As the homeowner approaches the end of the build,  we recommend Five Star Inspections to punch out the home so that the homeowner can reference any deficiencies in workmanship with regard to the subcontractors and suppliers.  The homeowner is well aware that it is their responsibility to use this inspection report to schedule the subs to make the necessary repairs and changes.  Subs and suppliers are required to carry general liability insurance and to warranty their work for 2 years and suppliers for 1 year.  Five Star Inspected the home, per our recommendation, November 15, 2019. Their home was completed within months of this inspection leaving them well within the 2 year warranty period with the subs.  We have gone above and beyond in getting the subs and suppliers out to his home.  We have paid for minor repairs and reimbursed him for some of his expenses in good faith.  We facilitated the upgrade of one of the **** units at no cost to *****************  We have numerous emails corresponding with **************** that I would like to email / upload for your review.  It appears that I am only able tp upload 4 documents so I uploaded page 6 of their contract. Unfortunately, we do not keep phone logs to attest to the numerous phone conversations or onsite visits.    **************** has every right to go after the subcontractors licenses and  insurance if they failed to correct the deficiencies and code violations stated in the inspection report. **************** continues to make unfounded accusations and threatened legal action.  Upon receipt of his letter dated July 11, 2022, we have retained an attorney.  

  Customer response

  09/21/2022

  Please see attached

• Initial Complaint

  05/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ubuildit San Antonio is participating in multiple deceptive trade practices while conducting business as a guide through the home building process. First, they are required to provide, and they charge for, a 10-year structural warranty on homes built through their programs. When going to make a claim against that warranty they are non-responsive and provide no data. We have contacted multiple times, including certified mail and they continue to not respond. Second, they advertise and communicate that they provide guidance and advice from their "experts" in the home building process. They talk about "our experts" in their slogan as well as continually reference them throughout the process. Having built with them and now having construction deficiencies with our home, it is clear that their provided "experts"(construction consultant) are not only inept but should have never been allowed to work in that capacity. After review from several construction experts, the things signed off on but missed by their consultant are basic things any person with elementary construction knowledge should have seen and not signed off on. Third, they give you a construction plan that requires them to facilitate site visits throughout the construction process; however, they limit the visits and combine multiple visits into one actual site visit. These behaviors are never communicated during the onboarding process and questions about the behavior were continually dismissed by management. The hardest part about this are construction defects take years to materialize so the impact of these practices are not noticed until years after the relationship is complete. We have been in communications with others who built with them and the experiences are similar. This company should not be able to do business this way. Documentation provided is a forensic engineer report documenting construction deficiencies including sign off from the ubuild it consultant.

  

  Business response

  06/30/2022

  Thank you for the information regarding the complaint from **********************.

   

  I have been communicating with ********************** since November of last year. I immediately shared the **************** information regarding 10 year structural coverage.  He has since contacted that office and according to ********************** he has been disregarded.  I have made effort as well to no avail.

   

  It is in the contract with UBuildIt that we do not warranty the home, nor do we warranty or guarantee workmanship from the subcontractors. They are independent from UBuildIt.  The field consultants are independent subcontractors as well.  There is a 2 year warranty from the subcontractors and the **************** warrants the structural side of the home for 10 years. 

   

  His home is right at 10 years old this year.  I was in communication with ********************** up until he called to state that he was seeking legal action against the **************** and UBuildIt.  My attorney advised me not to communicate any further with ********************** since he was seeking legal counsel.  

   

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