ComplaintsforAcademy Homes of Tyler Ltd

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home and paid cash $135,000 in August 2021. We were told that the house would be delivered to us by Thanksgiving 2021. Now it is January 2022 we just received the house after lots of promises and win the house would be here understanding that Covid has delays on things. Now the home sits at our property and there are several repairs that need to be done to it and the sales person at the Academy homes named ** keeps brushing everything off from repairs to this job in that job and referring us to call people and get it done . That is not our job we paid for the home we know we have to get plumbing and we have to get electrical done and we’ve paid for that to be done but we’re on a standstill from the AC unit repairs on the home trim and skirting around the home all these contractors are coming out to our house and saying they’re going to charge us extra when we shouldn’t have to pay for anything and the sales person is telling me to do his job call these people set up schedule have these people come out it’s not our job to do his job. I’ve taken pictures I’ve sent emails when I do contact to ** everything is through text message so that I can have proof of everything but his customer service and helping is unprofessional. Several times that I went up to the lot and asked questions or look at the house no customer service was given to me and if you were going to pay for something brand new you want it to be brand new you don’t want to get it and have to start doing repairs to it and on top of that repairs that we are being told that we have to pay for . We are at a standstill to move into our new home because we are not getting any help or communication through the sales rep.

  Business response

  01/28/2022

  I am truly sorry maa'am for delays, we are surely going to get your home finished but we have disclosed the homes when new will need several crews to come in and each do their assignments the homes are not complete on delivery there are as you said extra work like trim out, skirting, AC installation however ma'am as we have disclosed we cannot complete until you have water and electricity for the crews to do their work and finish the job properly!  Im sorry you are delayed in these utilities however it serves no purpose to schedule crews to come out until these are in place.  Again we apologize, this covid and supply  thing ripples through absolutely everything but we do intend and will be completing the job and doing a great job once you have utilities.   In addition no one will charge you anything additional for what was on contract unless you change some contracted designation for items already agreed upon.   Please let us know at your earliest ability when those utilities are on so we can schedule out each crew to come complete the work necessary. 

  Customer response

  01/31/2022

  Complaint: ********
  
  I am rejecting this response because:

  There has never been a delay in our end. We have been ready to move in for 6 months. So you saying there is a delay due to utilities isn’t the case. We had the water and septic hooked up the next day after delivery and electricity was ran the same day and hooked up this past Saturday. We didn’t want to hook up electricity to both houses because we want to move in. So no delay in our end. Don’t try to make it seem as if we can’t afford utilities when we paid cash for our home. Not financed. We already have a porch being built we are and have been ready. Quit placing blame and take the blame. The lack of communication is horrible and customer service is horrible. I came to your lot when my home was delivered and asked to be let in. Someone went to get stairs and never returned. The whole office is unprofessional. This was the worst mistake purchasing from you guys. The manager in Palestine office was more than helpful and gave more info then your sales rep. Even to the point as our sales rep hung up on us after questions that he couldn’t answer because he lies. Just take the fault because nothing we have done is wrong. We purchased the home and expected a new home ready to move in to. That’s not the case. Learn how to speak to your customers with respect and instead of putting in a persona that y’all really care when you don’t. I will continue every day until my home is complete and it better not take a whole year and then it’s out of warranty. 
  
  Sincerely,
  
  ******* *********

  Business response

  02/02/2022

     I understand that you are upset with how long it took the factory to get your home built and that the factory because of Covid couldn't get your home here when it was expected. I apologize for that. I also want to apologize for ** letting your expectations get so high. If he would have done his job correctly you would understand that it takes time to get a home set up and completed. Since we delivered the home 8 days ago ** has managed to get your home installed, trimmed out, skirted, and the initial service work done that could be done without parts from the factory. The parts have been ordered and are expected to be here in 2 to 3 weeks and then they will schedule with you to install them.  He also had the A/C company scheduled to install your A/C and they would have installed already but the electricity is not on. The A/C company has to charge the unit and test the A/C so power has to be on to the home. The service technician was at your home on Monday finishing up the work he was able to do without more parts and he told me the power that was run to your house was a 12 gauge wire running to one of the breakers. I can't do anything else right now until the electricity is hooked up to the home properly and till your service parts come in. I will make sure these things are taken care of as soon as possible. 

  Thank you,

  *****

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