Business Profile

Home Builders

Westin Homes & Properties, LP

Headquarters

Complaints

This profile includes complaints for Westin Homes & Properties, LP's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

31 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/18/2025
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 work platform of the hvac system is a hazard. I almost fell off from it after changing filter. This was reported in the 3rd party inspection as well which was shared with the builder. I dont understand how can they build such poor house. This happened the very next day i officially moved into my house.
Customer Answer
Date: 05/14/2025
Westin team visited and added a block to the area from where I fell. For now I am satisfied with the resolution. Please close this complain.
Initial Complaint
Date:04/16/2025
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.
The Westin property is unwilling to address the workmanship defects covered by our warranty claims. They did not disclose any of these defects during the virtual closing .Recently, they sent revised warranty documents but appear to have no intention of resolving the warranty items. I need assistance in addressing these claims with Westin.1. There are several paint defects and scratches on the wooden staircase due to poor workmanship. This issue was reported to the local project manager at Westin, but they have denied the claims.2. There is a significant dent in the keypad of the Whirlpool microwave, likely caused during installation. This issue has been raised with the local project manager at Westin, and they have denied the claims. The microwave should be replaced.3. One of the bathroom cabinets was damaged due to a faucet leak. This issue has already been reported to the local project manager at Westin, but they have denied the claims.4. Additionally, there is a large hole inside one of the cabinets. This issue has also been reported to the local project manager at Westin, and they have denied the claims.
Business Response
Date: 04/17/2025
Per the attached signed documents, cosmetic items are excluded from warranty coverage after the home has been closed. We proceeded with processing the warranty request today, and a Westin Homes representative will meet with the homeowner in the field to review the warrantable concerns.
Customer Answer
Date: 04/17/2025
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.
These are all workmanship issues and not discussed at all time of closing while I was in **********. I was not present here at the time of closing and this defects must be replaced and old Microwave should be replaced by Westin.
Westin is showing a fake document here for cosmetic issues. Its Westin installation and workmanship issues and must be comply with the workmanship warranty.

[Provide details of why you are not satisfied with this resolution.]

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

Business Response
Date: 04/17/2025
As noted earlier in the attached signed documents, certain concerns are deemed cosmetic and are not covered under warranty after the home has been closed. Also, we processed the warranty request, and a Westin Homes representative will meet with the homeowner in the field to discuss the warrantable concerns.
Customer Answer
Date: 04/23/2025
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. All complaints are workmanship issues and Westin denying all warranty workmanship claims. Westin must fix all the issues. Westin must replace the microwave as its defective as a part of the workmanship warranty claims.
I didn't sign any document on closing day as I was not present here for closing. Westin is showing fake documents and they change the document time to time.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 04/23/2025
As noted earlier in the attached signed documents that were signed at buyer's walk, certain concerns are deemed cosmetic and are not covered under warranty after the home has been closed. Also, we processed the warranty request, and a Westin Homes representative will meet with the homeowner in the field to discuss the warrantable concerns.
Customer Answer
Date: 04/29/2025
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.
Those defects are workmanship defects and Westin must fixed it as per the warranty clause. Westin must replace the Microwave and must send a people to fix the staircase and washroom cabinets.

[Provide details of why you are not satisfied with this resolution.]

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

Business Response
Date: 05/05/2025
As noted earlier in the attached signed documents, certain warranty concerns are deemed cosmetic and are not covered under warranty after the home has been closed. The warranty was processed on 4/16/2025, and a Westin Homes representative has met with the homeowner in the field to discuss the warrantable concerns.
Customer Answer
Date: 05/08/2025
Better Business Bureau:
Westin Homes representative was notified that the Microwave is 2023 manufactured old products with damage. They told they are looking into this but after that they didn't do anything. Westin must replace the Microwave Oven or else change the damaged part.
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 05/13/2025
As noted earlier in the attached signed documents, certain warranty concerns such as the microwave damage are deemed cosmetic and are not covered under warranty after the home has been closed.
Customer Answer
Date: 05/15/2025
Better Business Bureau:
Westin never share the documents before selling home to the customer about the warranty coverage.
This Microwave is old 2023 product with dent and manufacture denying any warranty on this Microwave. Westin must replace this Microwave with the new one.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 05/20/2025
As noted earlier in the attached signed documents, certain warranty concerns are classified as cosmetic and are not covered after the home has been closed. The warranty request was process on 4/16/2025, with the warrantable concerns addressed and closed out by 5/9/2025. During a field meeting, the Westin Homes representative informed the homeowner that the dent in the microwave is considered cosmetic and therefore not covered under warranty, as stipulated in the signed closing documents.
Customer Answer
Date: 05/22/2025
Better Business Bureau:
During the recent field meeting with Westin Project guys admit that this is old 2023 Microwave with dent as a manufacturing defect. He said BBB can't do anything if they don't process the warranty and also told that BBB doesn't have any power to resolve this issues.
Westin must replace this Microwave immediately.
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 05/22/2025
As noted earlier in the attached signed documents, certain warranty concerns are classified as cosmetic and are not covered after the home has been closed. The warranty request was process on 4/16/2025, with the warrantable concerns addressed and closed out by 5/9/2025. During a field meeting, the Westin Homes representative informed the homeowner that the dent in the microwave is considered cosmetic and therefore not covered under warranty, as stipulated in the signed closing documents.
Customer Answer
Date: 05/22/2025
Better Business Bureau:
Westin representative agreed that ********* is 2023 old product with dent.
Westin must replace the Microwave.
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 05/23/2025
As noted earlier in the attached signed documents, certain warranty concerns are classified as cosmetic and are not covered after the home has been closed. The warranty request was process on 4/16/2025, with the warrantable concerns addressed and closed out by 5/9/2025. During a field meeting, the Westin Homes representative informed the homeowner that the dent in the microwave is considered cosmetic and therefore not covered under warranty, as stipulated in the signed closing documents.
Initial Complaint
Date:04/07/2025
Type:Customer Service 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 just received a delinquent bill for Mud taxes in 2024 for the address ***************************************************************************************This should have been taken care of during the closing of our home. You guys only put the property taxes and excluded the Mud taxes which is Westins responsibility. My neighbors who bought a home in the same year has been paid they you guys. I need to know how these are going to be paid because the bill is $603.00 which needs to be paid by Westin homes. Westin Homes has continued to deny that they owe this tax bill in which the Mud District gives them the bill every year on Oct 1st and they knew about the mud tax bill and refuses to pay it. They excluded it from the closing of the home and they cannot tell the truth that they wait to pay the bill in 1/29/23 last year when they received the same bill. I have followed all the rules and sent all paperwork for them to pay this bill in full because I didnt close on the home until 9/16/24 so basically I paid more in the mud tax bill than they did owning the home for almost a entire year. The year goes from Oct to Oct as a year. So Westin Homes was aware of this bill and is basically scamming me out of my hard earned money. I have tried to explain to them there estimation was terribly wrong and they will not acknowledge their mistake. I will tell anyone to not buy a Westin Home due to their shaded practices and clearly knowing they are wrong but will not do the right thing. I regret doing any business with them and hope any consumer sees this post run away and go with another home builder. The first tax statement they deliberately left the mud taxes off the paperwork and I was unaware of this bill until they mailed it to me at the end of February 2024. The bill was sent to them and they ignored it after I purchased the home. I want my full refund of $606.00. Thank you.
Business Response
Date: 04/08/2025
The property taxes in ***** are assessed on a calendar-year basis, with tax bills typically issued in October and due by January 31 of the following year. As outlined in your executed Purchase Agreement (Article 12), taxes for the year in which the property is transferred are prorated based on the period of ownership.

Westin Homes provided a tax credit on the Closing Disclosure (CD) for the 2024 property taxes, covering both County and MUD taxes. This credit was calculated based on the 260 days that Westin Homes owned the property, from January 1 through the closing date of September 16, 2024.The total credit provided at closing was $1,329.68, which includes:

County Tax: The total billed amount was $1,295.29, with $922.67 attributed to Westin Homes' period of ownership and $372.62 for the homeowner. The credit at closing was $937.71, leaving a balance of -$15.04 owed by Westin Homes.

MUD Tax: The total billed amount was $553.90, with $394.56 owed by Westin Homes and $159.34 owed by the homeowner. The credit at closing was $391.97, resulting in a $2.59 balance due to the homeowner.

As outlined in your signed closing documents,specifically Form 5004, it is the homeowners responsibility to pay the final tax bills directly to the taxing authorities. We understand that final property tax amounts may vary slightly from the estimates provided at closing. If the final tax bills indicate a discrepancy and you believe the credit issued was insufficient, we ask that you submit a copy of your final tax bills along with your settlement statement, as indicated on Form 5004. If a discrepancy is found in your favor, we will promptly issue a refund to reconcile the difference.

Based on the information submitted, as well as the details obtained from the taxing authorities, the tax credit issued at closing reflects Westin Homes' period of ownership accurately. Therefore, no additional proration or refund is due.
Initial Complaint
Date:03/26/2025
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.
There were signs of corrosion at the foundation, cracking that was located at the stairwell that indicated a potential sign of load imbalance, very poor drainage that may have resulted in the corrosion found at the property. For reference, my professional background is in civil engineering, and I have seen issues relating to corrosion and improper drainage within my working background.These concerns were dismissed and the sales agent was hard to reach, and offered no help in alleviating any concerns found by us the buyer.
Business Response
Date: 03/28/2025
A purchase agreement was signed and agreed upon between both parties. At the time of the contract, the buyer reviewed all documentation and was aware of the ******* money deposit, which demonstrated their good faith in the purchase of the home. As per the agreement, it stipulates, That this is an inventory home. Buyer understands and agrees that ******* money deposits for inventory home is non-refundable once the purchase agreement is accepted by the seller. By these actions, the seller, in good faith,removed the home from the market for their purchase. Therefore, the buyer breached the purchase agreement that was agreed upon, and by doing so, caused the seller to lose any potential new buyers during that time.
Customer Answer
Date: 03/31/2025
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.

Formal Response Regarding ******* Money and Structural Concerns
I appreciate your response and the reference to the clause in the purchase agreement stating that the ******* money deposit is non-refundable for inventory homes once the contract is accepted. However, I must respectfully dispute this position based on the following legal and factual grounds:

1. Failure to Disclose Structural Defects Texas Property Code *****
Under Texas Property Code *****, sellers are legally obligated to disclose known material defects, including those related to structural components of the home. As the prospective buyer, I raised specific concerns regarding the condition of the foundation. Despite this, I was not provided with any documentation or engineering reports verifying the structural integrity of the home prior to or during the contractual period.
If the builder maintains that the property was constructed to code and meets all structural requirements, it is reasonable and expected that documentation would be provided to support such a claim. Without it, the buyer is left without a means to confirm the structural soundness of the propertyespecially at the foundation leveldespite having raised these concerns in good faith.

2. Residential Construction Liability Act (RCLA) Texas Property Code Chapter 27
Under the Texas Residential Construction Liability Act (RCLA), builders are required to address and remedy construction defects once properly notified. In this case, I am formally raising concern about a potential foundational issue with the property in question.
The **** places clear responsibility on the builderWestin Homes in this instanceto ensure that the residence meets minimum standards of habitability and structural integrity. When concerns indicating potential foundational instability are raised, it becomes the builders duty to:
Promptly investigate,
Verify the structures integrity through proper inspection,
And if defects are found, take appropriate remedial action prior to closing or sale.
Failure to do so may constitute a breach of obligations under the *****

Summary and Request
I entered this contract and submitted ******* money in good faith, under the assumption that the property met all required structural and safety standards. However, documentation necessary to confirm the integrity of the foundationdespite being requestedwas not provided, leaving these concerns unresolved.
Accordingly, I respectfully request the following:
A full refund of my ******* money deposit, as the seller failed to disclose or substantiate material information regarding the propertys foundational integrity during the contract period.
An official statement of actions taken (if any) to inspect and confirm the structural soundness of the property in accordance with the obligations set forth in the *****
I remain willing to work toward a fair and transparent resolution but must also reserve my right to pursue further action under applicable Texas law should this matter remain unresolved.

Regards,
Moeez

Business Response
Date: 04/02/2025
As previously stated, a purchase agreement was signed and agreed upon between both parties. At the time of the contract, the buyer reviewed all documentation and was aware of the ******* money deposit, which demonstrated their good faith in the purchase of the ******* per the agreement, it stipulates, That this is an inventory home. Buyer understands and agrees that ******* money deposits for inventory home is non-refundable once the purchase agreement is accepted by the seller. By these actions, the seller, in good faith, removed the home from the market for their purchase. Therefore, the buyer breached the purchase agreement that was agreed upon, and by doing so, caused the seller to lose any potential new buyers during that time
Initial Complaint
Date:11/17/2024
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.
During our final walk-through on 04/22/2024, we reported a smell coming from an AC vent in the living room. The project manager, *******, called it a "construction smell" and advised us to replace the air filter after moving in. We closed on 05/06/2024, changed the air filter twice, but the odor persisted. On 06/01/2024, we submitted our first warranty request citing a musty smell. The ********** inspected and confirmed an odor but found no ductwork issues, advising us to continue changing filters as it was likely a new construction smell.The smell worsened, and after a second warranty request on 06/21/2024, both the ********** and ******* inspected again, saying it was a construction smell and found nothing unusual in the attic. We submitted another ticket on 08/01/2024, were told the same thing, and had already replaced the filter over five times. Frustrated, I personally went into the attic and found a decomposed raccoon near the vent. We filed a warranty request but were told that the builder is not responsible for dead animals or related damage.We paid over $2,000 out of pocket for professional removal and mold testing. Although the mold test was negative, we were advised that the decomposing raccoon had stained the drywall and wood, requiring replacement. Westin Homes continues to deny responsibility, copying the same response that they are not liable for this issue, despite the strong evidence suggesting the animal was there before we moved in. We believe it is reasonable for Westin to cover the cost of replacing the affected drywall and wood, given the circumstances.After reporting the dead animal, *****(Westin warranty **** visited and noted that raccoons in attics are common in this area. He mentioned Westin's process involves cleaning animal droppings before the ********** installs insulation. ***** said that any repairs need approval from Westin but believed we have a strong case and hoped they would "do the right thing".
Business Response
Date: 11/18/2024
Westin Homes does not cover the removal of animals, insects, or any other wild or domestic creatures. However, we will reach out to the homeowner to schedule a time to revisit their concern.
Initial Complaint
Date:10/30/2024
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.
The residence we acquired from Westin Homes in 2019 has been marred by numerous issues since our purchase. From the outset, we encountered problems that necessitated the repurchase of toilets, the leveling of the floor, and the installation of a new roof due to the deterioration of the shingles. Upon reaching out to Westin for assistance, I was directed to contact their warranty department, where I was informed of a $250.00 non-refundable deposit required for their services. This situation has led me to regret our decision to purchase this property, given the extensive problems we have faced. We are in urgent need of a new roof within four years, and the company is unwilling to attribute the delay to external factors such as weather or the natural aging of the roof. Instead, they are placing the blame on the quality of workmanship and the inadequacy of the warranty, which seems to favor the company over the customer in the long term. This approach is fundamentally unfair.
Business Response
Date: 11/01/2024
Westin Homes provides a one-year warranty covering workmanship and materials for the roof and its components. After this period, a limited warranty is available directly through the shingle manufacturer, ***. On 10/02/24, we replied by email to inform the homeowners about this warranty and advised them to file a claim directly with ***.
Initial Complaint
Date:09/13/2024
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.
4/10/24 was the walk-through. The porch light was loose, and the driveway had dark grey circles over it. We told the construction manager, Fernando that our concrete was not white like the other concrete in the area. I asked was the cement mixed properly. He said he will get someone to check it out and he would keep an eye on it. Final walk through, Fernando was no longer there. I informed the new construction manager Wayne about the concrete, and he said he will get someone to look at the concrete and he will keep an eye on it, but no one has. Move in date on 5/16, it was raining, the next day the concrete dried except for the leaking area. I contacted Wayne, no answer. I emailed him because one of the grey circles on the concrete turned into a big hole and the concrete was leaking water from in between the cracks. I placed it in the warranty portal on 6/19. Bret came to review the leak and turned our irrigation system off which reduced the signs of leaking. Westin denied that it was an irrigation or plumbing issue. The City came by at stated it was an irrigation issue. The leakage has eroded the wood piece in the center of the concrete and turned the concrete to a rust color. This is not normal wear and tear! A new homeowner should not have to pay for someone to dig the concrete up, fix the leak, and pour new concrete. 6/16 light fixture placed in warranty portal. The storm came 7/8 and the loose porch light fell and broke. Westin won’t put a new light because of the storm. We’ve had the AC company come to the home 3 times and 2 rooms are still hot. The electrical box in the backyard is exposed. The construction workers told us they were using our electricity to finish building the house next door. Our wires are still exposed. The hot water tank is not adequate for 4 1/2 bathrooms, kitchen etc. We let the water run for a long time in the kitchen so the water can get hot enough to wash dishes. Temperature can’t go above 120 because it voids the warranty.
Business Response
Date: 09/17/2024
Westin Homes has contacted the homeowner and will be going out to look at the wires at the electrical pedestal box and the staining that is occurring on the driveway today.
Customer Answer
Date: 09/19/2024
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.

A representative came Tuesday and concluded the leaking was due to the irrigation settings, and he changed the settings. The settings are not the issue because water is still leaking from underneath my concrete. I have videos and photos of the water leaking through the cracks Tuesday evening, Wednesday morning, and Wednesday night. This is after the adjustment was made by the representative on Tuesday around lunch time. The only way I will be satisfied is to have the concrete dug up, fix the leak, take care of any damages to the foundation that may have occurred in the 4 months we have lived here, and put new concrete down. We are new homeowners and we should not have to take on this expense from defective workmanship.

Regards,

Business Response
Date: 09/19/2024
The irrigation system was looked at again on Tuesday, and the homeowner was informed that day that they were overwatering their yard by running the system twice daily, every day of the week. The run times for each zone were also adjusted due to the run times set too long. Today, an email was sent to the homeowner informing them that Westin Homes would be sending the irrigation company back out to inspect the system again for a leak.
Customer Answer
Date: 09/23/2024
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.
Westin is saying they have checked our irrigation system and that we are overwatering our lawn. This is false. This leak has been here since we moved in. Westin stated, they turn the watering services up when they are selling the home so that the yard looks good. Someone from Westin dropped the ball when the watering service was supposed to be turned back to a regular routine before we closed. Westin had their representative come out before, so why didn't that representative conclude that overwatering was the major issue? Because its not, there is defective workmanship , and Westin keeps blaming us for the problem and passing the buck. They are sending the irrigation company back out to my house today and I will have to leave work early to be home. This same irrigation company already reported there was no leak found and Westin closed my ticket. The irrigation company lied so they won't have to be responsible. I have videos and photos. This back and forth is a waste of time and is mentally draining. Westin does not care about you once you pay your money. They want us homeowners to eat the cost of fixing a leaky irrigation system and redoing our concrete. The water company sent us an email saying that we have a lot of water usage, and this can be due to a leak in the irrigation system or leaking faucets. Our faucets aren't leaking. It is the faulty irrigation system.
The porch light - Westin refused to give us another porch light and said this is a cosmetic issue. Westin refuses to give us a new $40 light to replace the light that was dangling on our walk through day and our closing day. On a house that was originally listed for $720,000, Westin said they will put up our broken light, but refuses to give us a new light. This is bad customer service.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 09/23/2024
Today, on 9/23, we have a scheduled meeting with the homeowner to inspect the irrigation system. Unfortunately, the coach light was damaged after the homeowner closed on the home and isn't covered under warranty due to it being considered cosmetic damage.
Customer Answer
Date: 09/24/2024
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.
The light dangling during the walk through. This company is very dishonest. We have a bent light hanging that keeps becoming loose no matter how many times we tighten it. The manager tightened the bent light yesterday, but it will become loose until we buy another one.
The irrigation company and Westin manager came to the house yesterday and dug up some areas in the yard. We found that there was a leak in the irrigation hose , but they tired to lie in my face and say the worker just nicked the line with their shovel. The company is trying to avoid paying for the damage the leak caused on my concrete. They are also trying to place the blame on us by saying the lawn is being over watered. This is false. The areas in area 4 were not even exposed properly to avoid the water from being trapped in one area. its supposed to stick up and spray. he irrigation was not put in properly to begin with. They fixed the leak in my face and emailed me back saying no leak was found. Luckily I have it all on tape and I will be sending it to my lawyer. This company is not honest.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 09/25/2024
The bent coach light should have been addressed prior to the
home's closing. Cosmetic damages are not covered once the home has closed. Following our visit yesterday, we had our
irrigation company return to confirm that no irrigation lines were installed
beneath the driveway. To verify this, they excavated 8-12 inches along both
sides of the driveway and found no pipes running underneath. During the
inspection, no leaks were detected except for a small flex line that was
accidentally nicked with a shovel while digging. This was promptly repaired
before they left. Additionally, we exposed the irrigation line under the
fence on the right side of the house, confirming that the water line runs
around the house rather than beneath the driveway. Lastly, the team uncovered
where the main irrigation pipe connects to the main water line and confirmed no
leaks were present. After a thorough inspection, it has been concluded
that the staining observed at the expansion joint of the driveway is not
attributable to a construction defect, as no irrigation leaks were
identified. We recommend setting the irrigation panel to water 3-4 times
per week, once a day, with each zone running for 3-4 minutes.
Customer Answer
Date: 10/01/2024
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.
The coach light was tightened during the walk through, but its not a good light and it keeps becoming loose. It was loose when we moved in. It was loose when the Westin manager came back to look at the irrigation. There was a leak found. The builder does not want to take responsibility for the leak causing the damage on my concrete. They continue to blame the homeowner.

Regards,

Business Response
Date: 10/01/2024
As previously mentioned, the bent coach light should have been addressed prior to the
home’s closing. Cosmetic damages are not covered once the home has
closed. Following our visit yesterday, we had our irrigation company
return to confirm that no irrigation lines were installed beneath the driveway.
To verify this, they excavated 8-12 inches along both sides of the driveway and
found no pipes running underneath. During the inspection, no leaks were
detected except for a small flex line that was accidentally nicked with a
shovel while digging. This was promptly repaired before they left.
Additionally, we exposed the irrigation line under the fence on the right side
of the house, confirming that the water line runs around the house rather than
beneath the driveway. Lastly, the team uncovered where the main irrigation pipe
connects to the main water line and confirmed no leaks were present.
After a thorough inspection, it has been concluded that the staining observed
at the expansion joint of the driveway is not attributable to a construction
defect, as no irrigation leaks were identified. We recommend setting the
irrigation panel to water 3-4 times per week, once a day, with each zone
running for 3-4 minutes.
Customer Answer
Date: 10/02/2024
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.

The company fixed the leak, but denied the leak was already there. They are claiming the leak only started when their men were digging up the pipes. They left my irrigation system off. We turned it back on. It does not leak anymore. On the first day, there was a little bit of a wet spot, but that was because the company allowed this leak to go on for 4 months before investigating it. The leak is gone now, so that indicates the leak that was found was the cause of my damaged concrete. Westin needs to take responsibility for damaging my concrete. I want new concrete and a new irrigation system. I will not accept that concrete appearance is cosmetic. This is a brand new home, and I expect and deserve quality.

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

Business Response
Date: 10/02/2024
As previously mentioned, the bent coach light should have been addressed prior to the
home’s closing. Cosmetic damages are not covered once the home has
closed. Following our visit yesterday, we had our irrigation company
return to confirm that no irrigation lines were installed beneath the driveway.
To verify this, they excavated 8-12 inches along both sides of the driveway and
found no pipes running underneath. During the inspection, no leaks were
detected except for a small flex line that was accidentally nicked with a
shovel while digging. This was promptly repaired before they left.
Additionally, we exposed the irrigation line under the fence on the right side
of the house, confirming that the water line runs around the house rather than
beneath the driveway. Lastly, the team uncovered where the main irrigation pipe
connects to the main water line and confirmed no leaks were present.
After a thorough inspection, it has been concluded that the staining observed
at the expansion joint of the driveway is not attributable to a construction
defect, as no irrigation leaks were identified. We recommend setting the
irrigation panel to water 3-4 times per week, once a day, with each zone
running for 3-4 minutes.
Customer Answer
Date: 10/04/2024
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.

The Westin company refuses to take responsibility for the damages that have occurred to our concrete. They had unreasonable delays on getting to the root of the problem, which was a leak in the irrigation system. They are blaming us and stating that we watered our lawn too long, but we have photos of the concrete the day after we closed and form the past four months.
The company found the leak, but lied and said the leak just happened. Justice will be served. This company and their workers are not honest.

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

Business Response
Date: 10/07/2024
As previously mentioned, the
bent coach light should have been addressed prior to the home’s closing.
Cosmetic damages are not covered once the home has closed. Following our
visit on 09/23/24, we had our irrigation company return to confirm that no
irrigation lines were installed beneath the driveway. To verify this, they
excavated 8-12 inches along both sides of the driveway and found no pipes
running underneath. During the inspection, no leaks were detected except for a
small flex line that was accidentally nicked with a shovel while digging. This
was promptly repaired before they left. Additionally, we exposed the
irrigation line under the fence on the right side of the house, confirming that
the water line runs around the house rather than beneath the driveway. Lastly,
the team uncovered where the main irrigation pipe connects to the main water
line and confirmed no leaks were present. After a thorough inspection, it
has been concluded that the staining observed at the expansion joint of the
driveway is not attributable to a construction defect, as no irrigation leaks
were identified. We recommend setting the irrigation panel to water 3-4
times per week, once a day, with each zone running for 3-4 minutes.
Customer Answer
Date: 10/07/2024
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.

There was a leak found. Westin will need to replace our concrete due to the damages they allowed to occur over 4 months. they continued to blame us the homeowner. Dishonest company.

Regards,
*******

Business Response
Date: 10/07/2024
As previously mentioned, the
bent coach light should have been addressed prior to the home’s closing.
Cosmetic damages are not covered once the home has closed. Following our
visit on 09/23/24, we had our irrigation company return to confirm that no
irrigation lines were installed beneath the driveway. To verify this, they
excavated 8-12 inches along both sides of the driveway and found no pipes
running underneath. During the inspection, no leaks were detected except for a
small flex line that was accidentally nicked with a shovel while digging. This
was promptly repaired before they left. Additionally, we exposed the
irrigation line under the fence on the right side of the house, confirming that
the water line runs around the house rather than beneath the driveway. Lastly,
the team uncovered where the main irrigation pipe connects to the main water
line and confirmed no leaks were present. After a thorough inspection, it
has been concluded that the staining observed at the expansion joint of the
driveway is not attributable to a construction defect, as no irrigation leaks
were identified. We recommend setting the irrigation panel to water 3-4
times per week, once a day, with each zone running for 3-4 minutes.
Customer Answer
Date: 10/07/2024
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.

Westin refuses to take responsibility for their defective work. A leak was found. We are requesting now concrete due to the damage.

Regards,

Business Response
Date: 10/09/2024
As previously mentioned, the
bent coach light should have been addressed prior to the home’s closing.
Cosmetic damages are not covered once the home has closed. Following our
visit on 09/23/24, we had our irrigation company return to confirm that no
irrigation lines were installed beneath the driveway. To verify this, they
excavated 8-12 inches along both sides of the driveway and found no pipes
running underneath. During the inspection, no leaks were detected except for a
small flex line that was accidentally nicked with a shovel while digging. This
was promptly repaired before they left. Additionally, we exposed the
irrigation line under the fence on the right side of the house, confirming that
the water line runs around the house rather than beneath the driveway. Lastly,
the team uncovered where the main irrigation pipe connects to the main water
line and confirmed no leaks were present. After a thorough inspection, it
has been concluded that the staining observed at the expansion joint of the
driveway is not attributable to a construction defect, as no irrigation leaks
were identified. We recommend setting the irrigation panel to water 3-4
times per week, once a day, with each zone running for 3-4 minutes.
Customer Answer
Date: 10/09/2024
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.

Westin company refuses to take responsibility for selling me a home with an already leaking lot. Pictures prove the leak has been their. The company needs to provide we with a new irrigation system and new concrete. The prolonged leak has damaged my concrete.

Regards,

Business Response
Date: 10/09/2024
As previously mentioned, the
bent coach light should have been addressed prior to the home’s closing.
Cosmetic damages are not covered once the home has closed. Following our
visit on 09/23/24, we had our irrigation company return to confirm that no
irrigation lines were installed beneath the driveway. To verify this, they
excavated 8-12 inches along both sides of the driveway and found no pipes
running underneath. During the inspection, no leaks were detected except for a
small flex line that was accidentally nicked with a shovel while digging. This
was promptly repaired before they left. Additionally, we exposed the
irrigation line under the fence on the right side of the house, confirming that
the water line runs around the house rather than beneath the driveway. Lastly,
the team uncovered where the main irrigation pipe connects to the main water
line and confirmed no leaks were present. After a thorough inspection, it
has been concluded that the staining observed at the expansion joint of the
driveway is not attributable to a construction defect, as no irrigation leaks
were identified. We recommend setting the irrigation panel to water 3-4
times per week, once a day, with each zone running for 3-4 minutes.
Customer Answer
Date: 10/09/2024
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.

Westin Company saw a leak in my driveway from their defective work and refuses to replace my damaged concrete. This builder placed the blame on brand new hoe owners expecting us to fix their defects.

Regards,

Business Response
Date: 10/10/2024
As previously mentioned, the
bent coach light should have been addressed prior to the home’s closing.
Cosmetic damages are not covered once the home has closed. Following our
visit on 09/23/24, we had our irrigation company return to confirm that no
irrigation lines were installed beneath the driveway. To verify this, they
excavated 8-12 inches along both sides of the driveway and found no pipes
running underneath. During the inspection, no leaks were detected except for a
small flex line that was accidentally nicked with a shovel while digging. This
was promptly repaired before they left. Additionally, we exposed the
irrigation line under the fence on the right side of the house, confirming that
the water line runs around the house rather than beneath the driveway. Lastly,
the team uncovered where the main irrigation pipe connects to the main water
line and confirmed no leaks were present. After a thorough inspection, it
has been concluded that the staining observed at the expansion joint of the
driveway is not attributable to a construction defect, as no irrigation leaks
were identified. We recommend setting the irrigation panel to water 3-4
times per week, once a day, with each zone running for 3-4 minutes.
Customer Answer
Date: 10/11/2024
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.

Westin refuses to replace my concrete. There is water damage from a leaky irrigation system. This company does not care about you once you close on your house.

Regards,
Initial Complaint
Date:08/26/2024
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.
Westin Homes has failed to address their faulty work in the installation of my front windows of my new construction home, purchased in October 2023. This is my second issues with water leaking through windows, first my kitchen windows and most recently the upstairs game room windows. Westin blames the storms in ******* for leakage, however, cannot provide me with evidence backing their claims that this was due to storms and not faulty installation. Westin fixed the first set of windows in Dec 2023, with no question or problem, however, they have resisted further fixes for their faulty work. I'm simply asking that they repair the issue and any damage as a result of their faulty work and lack of quality inspection. I've asked 8 homeowners with Westin home builds in my neighborhood and not a single person has stated they've had any issues with water coming through their windows, which makes me believe this is an isolated incident. I'm requesting further review into this issue as it is simply unfair and not in the best interest of Westin Homes. After further review of the BBB complaints here within the past year, it is a fair statement to say several homeowners have experienced issues with faulty work performed by Westin Homes.
Business Response
Date: 08/27/2024
Westin Homes reviewed the warranty history for the home and found no record of any previous warranty claims related to a window leak in the study. Given the heavy rains and storms ******* has experienced this year, the windows would have leaked before the hurricane hit. Furthermore, roof and window leaks caused by extreme weather, such as Hurricane *****, are not covered under warranty as stated in the StrucSure Home Warranty that was signed and agreed upon at closing.
Customer Answer
Date: 08/27/2024
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.

I provided proof to Westin Homes of my direct interactions (text messages) with the Superintendent of Westin Homes at the time. The Superintendent did NOT request or instruct me to enter a warranty claim into the portal for the first incident. He handled it all by text messages, which were provided in support of my claim directly to Westin Homes. The Superintendent sent one of his staff to my house the next day to fix the back windows. The Superintendent also stated in the text messages that "he's seen this before" which confirms this appears to be a known issue and not the first instance of this happening for a new homeowner. Also, I requested Westin Homes provide me with a report or analysis of how they determined this to be a storm issue and not a faulty installation issue. As of today, nothing has been provided by Westin Homes to support their claim. Many homeowners in my area also confirmed with me that they did NOT have any issues with storm water leaking into their homes as I did. Again, as noted, the FIRST time this happened on a different set of windows was NOT due to any storm in the area but by water from the sprinkler system hitting the window. The SECOND instance of water leaking was a completely different set of windows. Westin has failed to provide me with expert analysis or have a third-party come inspect the windows to determine whether it was due to storm or the initial installation. I am inclined to believe it is the latter due to my first claim back in December of 2023. Westin continues to point to the storm because it's easier to blame the storm than take accountability for their faulty work.

Regards,

********* Hutton

Business Response
Date: 08/27/2024
A welcome home email was sent to the homeowner on October 20, 2023, shortly after their closing. This email provided information regarding the warranty procedure and the warranty portal for submitting any warranty claims. According to our last email exchange, the homeowner confirmed that the window was repaired at that time and did not experience or report any window leaks until Hurricane ***** occurred. As previously discussed,it's important to note that roof and window leaks caused by extreme weather events, such as Hurricane *****, are explicitly not covered under the terms of the StrucSure Home Warranty, which was signed and agreed upon during the closing process.
Customer Answer
Date: 09/04/2024
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.

Westin Homes is not following the chain of events properly as clearly articulated and previously disclosed in email to their warranty claims department and the supporting evidence provided. The set of windows that were fixed in December 2023 are NOT the same set of windows that experienced the water leaking in the house, reported in 2024. The FIRST set, dining room windows, was addressed directly by the Superintendent at the time, named *****. He did NOT require nor instruct me to enter any claims into a portal. He simply responded to my text messages, which were provided, stating he has seen this before and that he would send someone over to correct the issue, which he did. That resolved the issue for the FIRST set of windows. The SECOND set, upstairs game room windows, experienced water leaking into the house and has NOT been addressed. This occurred in Summer of 2024 , a completely separate incident with separate windows.
You cannot tell me that this was the result of the storm when I previously had the superintendent fix the FIRST set of windows when water leaked due to a SPRINKLER SYSTEM. He also confirmed he has seen this before, which alludes to this being a common occurrence for the builder. Again, this is due to faulty installation and a lack of quality assurance and inspection of the completed work. It is easier for Westin Homes to blame the storm rather than take accountability, knowing they had to fix a different set of windows that was unrelated to a storm.

Regards,
********* Hutton

Business Response
Date: 09/06/2024
A welcome home email was sent to the homeowner on October 20, 2023,shortly after their closing. This email provided information regarding the warranty procedure and the warranty portal for submitting any warranty claims.According to our last email exchange, the homeowner confirmed that the window was repaired at that time and did not experience or report any window leaks until Hurricane ***** occurred. As previously discussed, it's important to note that roof and window leaks caused by extreme weather events, such as Hurricane *****, are explicitly not covered under the terms of the StrucSure Home Warranty, which was signed and agreed upon during the closing process.
Customer Answer
Date: 09/18/2024
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.
Westin Homes is STILL not following the chain of events here. The windows in question were NOT the windows previously fixed. The first set of windows fixed back in December did not leak and were fixed due to the water sprinkling system, not due to Hurricane *****. Those windows are on the first floor and in the kitchen. The windows in question are on the second floor in the game room. Those windows experienced leaking and were NOT due to the Hurricane but as a result of the poor craftmanship and lack of quality assurance of Westin Homes. I'm not sure what the mixup is here and why they aren't understanding. It's clearly outlined in all of my emails and communications with Westin Homes.

Regards,

********* Hutton

Business Response
Date: 09/19/2024
As previously mentioned, a welcome home email was sent to the homeowner on October 20, 2023, shortly after their closing. This email provided information regarding the warranty procedure and the warranty portal for submitting any warranty claims. According to our last email exchange, the homeowner confirmed that the window was repaired at that time and did not experience or report any window leaks until Hurricane ***** occurred. As previously discussed, it's important to note that roof and window leaks caused by extreme weather events, such as Hurricane *****, are explicitly not covered under the terms of the StrucSure Home Warranty, which was signed and agreed upon during the closing process.
Customer Answer
Date: 09/20/2024
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.

the window that was repaired is not the window that is in question. The window repaired has nothing to do with this complaint. The window being referenced happened in 2024. The window that was repaired was completely separate and not part of this issue. That happened in Dec 2023. What are you not understanding?

Regards,

Business Response
Date: 09/23/2024
As previously mentioned, it's important to note that roof and window leaks caused by extreme weather events, such as Hurricane *****, are explicitly not covered under the terms of the StrucSure Home Warranty, which was signed and agreed upon during the closing process.
Customer Answer
Date: 09/24/2024
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.
As previously disclosed, the window leaks were not due to Hurricane *****, but in fact, due to poor installation on behalf of Westin Homes. You cannot simply blame the weather when there was a documented issue that happened on a separate set of windows and PRIOR to the extreme weather.

Regards,

********* Hutton

Business Response
Date: 09/25/2024
We processed the warranty submitted by the homeowner on August 13, 2024, to have a Westin Homes representative look at the concerns, which included the window leak. During the visit to inspect the warranty concerns, including the leak at the game room windows, our customer service representative observed water stains on top of the windowsills, indicating that the leak was caused by wind-driven rain. During the visit, he also mentioned that the homeowner stated he did not notice the watermarks until after the hurricane hit. As previously noted, if the windows had not been installed correctly, they would have leaked before Hurricane ***** hitting *******. As previously mentioned, extreme weather events, such as Hurricane *****, are explicitly not covered under the terms of the StrucSure Home Warranty, which was signed and agreed upon during the closing process.
Initial Complaint
Date:07/23/2024
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.
I purchased a Westin home on 7/12/24 and had issues throughout the entire process.However even as recently as this week we have found another pretty major hazards in our house due to negligence. This weekend our water heater shut off due to lack of air flow. When we checked the vent outside we found two packs of screws in a plastic bag sitting in the gas water heater air exhaust. That is unacceptable, we have been using the water heater for over a month and this could have easily led to a fire. They refused to fix obvious issues without an inspection report. In total we had to spent over $2000 on inspections.#1. The attic is out of code. The code says the attic needs 24 of continuous solid flooring. Our attic has just over 15. The structural engineer told us if someone were to be working on the **** unit and fall we could be held liable due to the attic being out of code. In the last 30 days we have had 4 crews come out to work on the AC.#2 We negotiated window blinds into our contract. Blinds were installed on most windows, however they installed corded blinds. After moving in I went to a local blind company to get a quote to replace the blinds because corded blinds are a known safety hazard to children and pets. When I told the owner why I was there he asked me when I purchased the home and I told him yesterday which was June 12th 2024. He then told me they should have not put those in because they are banned. On 7/22/24 I spoke to our builder ***** about it and he told me yes, you are correct those are banned, however the ban is on blinds produced after June 1st, I know you closed after June 1st but they were produced before that, so we will not replace them That is unacceptable. This ban has been in the works for years, and to purposely put a known safety hazard into my house to save a few bucks is appalling. I do recognize it is not technically illegal because according to the builder they were produced before June 1st ,but that does not make it right
Business Response
Date: 07/24/2024
The plumbers have been scheduled to repair the water heater. The attic walkway meets code requirements by providing a minimum 24-inch continuous path starting from the right side of the attic access to the appliances, along with at least 30 inches of workspace in front of them. The blinds will remain unchanged, having been installed in the home on 05/20/24,before the new code went into effect on 06/01/24.
Customer Answer
Date: 07/25/2024
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.

It is disappointing that this Westins decision. The blinds are a known safety hazard. It is hard to understand why a business would knowingly install something that they knew would be banned 11 days later. I would really appreciate a call explaining why this was done knowing the ban was coming less than two weeks later. I truly hope Westin will reconsider their position on this. Your mission statement starts with Our mission it to earn and maintain the trust of our homeownersmy trust is gone knowing you installed this with just 11 days until the ban goes into effect for safety reasons.

Regards,

Business Response
Date: 07/26/2024
As previously mentioned, the blinds installed in the home complied with the code at the time of installation.
Customer Answer
Date: 07/30/2024
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.

It is quite frustrating that Westin has refused to explain why they would install a product they knew would be banned 11 days later for safety issues. It is absolutely ridiculous that they will not allow me to speak with a manager about this. I have requested twice now to have a manager give me a call. They have chosen not to and told me via email that they consider this matter closed and will not revisit in the futureNot what I would expect from a company that mentions trust in their mission statement.

Regards,

Business Response
Date: 07/31/2024
The blinds will remain unchanged. They were ordered in compliance with regulations several months prior to installation, and they were up to code both then and at the time of installation.

Initial Complaint

Date:06/21/2024

Type:Service or Repair Issues

Status:

Answered

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 bought a brand new home from Westin about a month ago and I have issues, which are under warranty, that the Westin project manager refuses to complete. Project Manager *****, ************, tells me I should spot the issues before closing or he just give me the numbers for the service to handle myself. This brand new home is still under warranty and I am surprised he is not wanting to do the work or complain about my issues. I will attach some of the things ***** refuses to complete for me or told me I should have fix it before closing on the new home.

Business Response

Date: 06/27/2024

We have made multiple attempts to meet with the homeowner to address the warrantable concerns. As part of the agreement acknowledged by the homeowner when submitting a warranty request, they must be available for repairs within 10 days, during regular business hours (8 am to 5 pm), Monday through Friday.Unfortunately, due to the homeowner's unavailability, the warranty request is being closed out today, June 27, 2024. The homeowner will need to resubmit a new warranty request within their first-year warranty period when they can make themselves available according to the guidelines stated above.

Customer Answer

Date: 06/27/2024

Business Response

Date: 07/03/2024

Our Westin representative has attempted multiple times to arrange a meeting with the homeowner over the past couple of weeks. In their recent email exchange, the homeowner expressed a preference to meet either on Saturday or Sunday. When submitting the warranty request, the homeowner agreed to be available within the first two weeks, Monday through Friday, during either the 8 a.m. to 12 p.m. AM slot or the 12 p.m. to 5 p.m. PM slot for addressing their warranty concerns. Today, the homeowner responded and confirmed their availability to meet next Wednesday to discuss the concerns.

Customer Answer

Date: 03/17/2025

Complaint Detail / Problem

Complaint Type:

Repair Issues

*****************************************************************************************************************************************************************************************************************

Problem:

Brand new home, less than 1 year, under manufacturing warranty, projector manager - ***** *******, refuses to fix long cracked in the concrete of the driveway. I been in contacted with her since the complaint was filed starting 01/24/2025 and with the last email response from *****, March 7, 2025 4:30 pm, she mentioned Westin still refuses to fix the huge crack in the driveway.

Desired Resolution / Outcome

Desired Resolution:

Repair

*******************************************************************************************************************************************************************************************************

Business Response

Date: 03/17/2025

******* *****
********************
****, *******; 77494

Dear ******* *****:

This message is in regard to your complaint submitted on 3/15/2025 against Westin Homes & Properties, LP. Your complaint was assigned ID ********.

The business has sent the BBB a message regarding this complaint, and we are passing it on to you. The contents of this message are below or attached. Please respond to this message via the link provided, if you received this notice by email, at your first convenience. We do need your response in writing only (via the link or by email, fax, mail) as verbal updates are not accepted. Please respond within the next 10 calendar days. If we do not hear from you in the next 10 days your case will be closed as assumed resolved. We welcome your feedback at anytime, even if after the 10 calendar days, so that we may further assist you with your complaint.

Regards,

MESSAGE FROM BUSINESS:

As stated in the Westin Homes documentation signed by the homeowner before closing, cracks, stains, pitting, spalling (chipping), powdering, or scaling in the concrete flatwork are not covered under warranty after the home has closed.

Customer Answer

Date: 03/17/2025

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.

The attachment to BBB does not indicate where cracks are not covered. The warranty should be for anything and the business attached other issues, that were resolved after BBB help me.

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

Business Response

Date: 03/17/2025

Please find the attached documentation that refers to cracks in the flatwork and how they are not covered under warranty after the home closes.

Customer Answer

Date: 03/20/2025

Business Response

Date: 03/20/2025

As previously mentioned, cracks, stains, pitting, spalling (chipping), powdering, or scaling Cracks, Stains, Pitting, Spalling (Chipping), powdering, or scaling in the concrete flatwork (driveways/sidewalks are not warrantable after the home closes. Westin homes will come out one time only within the first year to take care of settlement cracks in the ******* that are a 1/16 or wider.

Customer Answer

Date: 03/26/2025

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.

Please provide proof when Westin came out and it was signed by me for the settlement cracks. Westin has not come once for settlement cracks and it is still within the 1st year.

Regards,
********

Business Response

Date: 03/26/2025

I have attached the email response that was sent to you on March 7, 2025, regarding the drywall settlement cracks in your home. We inquired whether you wished to wait until closer to the end of your one-year warranty period. Unfortunately, we did not receive a response from you. Please let us know if you want to proceed with this warranty and we will get the warranty processed.

Customer Answer

Date: 04/03/2025

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.

Yes, please proceed with coming over to fix the settlement cracks. Please contact me **************, my husband *************), or my son *************) to have a time to fix the settlement cracks on the driveway.

Regards,
********

Business Response

Date: 04/03/2025

Westin Homes will get the warranty processed today to address the settlement crack in the home.

Customer Answer

Date: 04/09/2025

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.

Yes, please process the warranty so we can schedule a time to resolve the settlement cracks. My phone number is ************, my husband is ************, my son number is ************. Please contact me first, if I am unavailable the other numbers are good to call.

Regards,
********

Business Response

Date: 04/11/2025

The warranty was processed.

Customer Answer

Date: 04/11/2025

Provided here are new photos on the cracks of the Driveway. The cracks are 2/16 inch, which is larger than the 1/16 inch.

Therefore, we request the house builder, Westin Homes & Properties, LP to fix the cracks on the driveway.

Should you need additional information, please feel free to contact me.

With my very best regards and many thanks.

Hongbin

Business Response

Date: 04/14/2025

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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer