ComplaintsforIvory Homes, Ltd.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I built with ivory Homes. At our 1 yr warranty walk through we complained about the floors. A year later Ivory home set a date to replace my floors Aug 8th and Aug 9th. They were replacing the floors because they got a bad batch of wood and needed to replace many houses in the neighborhood. I was told it would take 2 days… it ended up being 2 weeks. They damaged my fireplace, kitchen island and toe kick boards under my cabinets and when they replaced the used baseboards nothing lined up the same and the painter just threw a bunch of chalk and paint to cover damage which made them look horrible. During this 2 week process we had to leave our home because we didn’t have appliances and the construction dust was so bad it wasn’t healthy to live in. I’ve tried contacting the warranty manager Liz several times including email and she has not responded.

  

  Business response

  09/11/2024

  As noted by the complainant, Ivory Homes was responsive to her complaint about the flooring and agreed to replace it at no cost. The first time the subcontractor arrived to replace the floors, the Complainant had not removed any of the furnishings on the floors, so the appointment had to be rescheduled.  The Ivory Homes Limited Warranty at Section 1.4.3 states that, “the Homeowner is responsible for moving all furniture and other personal property required for Ivory to complete warranted repairs.”
  When the installers arrived for the second appointment, the Complainant had just put the furniture on dollies. This required the installer to move it around throughout the floor removal and installation to keep it out of the way, resulting in increased difficulty of the job and damage to some of the baseboards. Notwithstanding the foregoing, Ivory is willing to contribute a reasonable amount to the cost of repairing the damage. Ivory will contact the Complainant directly to extend a reasonable offer. 

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a house from Ivory Homes in August 2022. As part of the buy, I was to receive free landscaping done. Landscaper was to reach out to work on a plan together for landscaping and get it installed within 2 months of buy.Ivory Homes nor the landscaper never reached out to work on a plan together. They installed some landscaping that I never wanted. On the opposite, they didn't install the landscaping we agreed upon. They damaged my fence and driveway. The communication has been terrible and they would not reply for weeks or months. Then they would reply saying that they would get it done within days ... and again they would disappear for months.This is the resolution I would like : Ivore Homes to send one of their employees to meet with me at my house. Together we list and agree on the topics that still needs to be addressed. They should all be resolved and done within 30 days of visit to end this nightmare.

  

  Business response

  07/11/2023

  The complainants expectations are not consistent with the contract between the Complainant and Ivory Homes. The contract states as follows regarding landscaping, Full yard landscaping, including street trees,as determined by Seller. Ivory Homes did not have an obligation to customize the landscape plan to the Complainants specification. Regardless, as a customer courtesy, an ********************** representative met with the Complainant on July 7 and has agreed to provide the additional bushes and tree requested. 

  Customer response

  07/25/2023

   
  Complaint: 20268664
  
  I am rejecting this response because: the reply of Ivory Homes is not fair nor accurate. They did tell me that they would take care of the landscaping. They even sold this as part of the house package and to get landscaping from them, I had to use their lending company. I have communication records of this and I am a bit disapointed that Ivory Homes is not keeping their words. That being said, following your communication, they did finally have a Super come to my house and take on the project to finish landscaping. Which is appreciated. I think and hope we are in a good way to finally get this situation resolved the best way. If not, I will follow up on this complaint as Ivory's answer is neither fair nor accurate. Is there any chance you could add this statement to my complain ? If possible, is it possible to keep my complain open until Ivory finally fixes the issues as they promised to do when we met this month ?
  
  Sincerely,
  
  *************************

  

  Business response

  08/02/2023

  According to our Superintendent, the landscaper has been in contact with this homeowner and is working to get this work completed.

  Customer response

  08/05/2023

   
  Better Business Bureau:
  
  Yes correct the superintendent has been in contact with me and sent a new landscaper to resolve the issues.

  Some of them have already been fixed : plants, 1 tree ... 

  Some are still open to be fixed : 1 tree, backyard leveling, water evacuation from roof ...

  Thanks to your effort, we did move forward towards a resolution. It's not yet solved, but it is in progress.

  Sincerely,
  
  *************************

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My apartment contract with ***************** should end May 31, 2023. My last contract ended May 31, 2022. I contacted management in April 2022 regarding renewing my contract for another year. I was told my contract would not expire until July 31, 2022. They told me they would send the renewal 60 days before 7/31/22 to renew. I told them I was positive my contract ended in May and they told me I was wrong. As a regular person, I just listened to what they said. I shouldnt need to hire an attorney to review a regular apartment contract. I signed my renewal for 12 months starting August 1, 2022 because I did not know what else to do. I am seeking termination of my contract on June 1, 2023 which is when it should end. I showed management the contracts and the emails and they agreed they made a mistake on their part and my contract did end 5/31/2022 and then I went 2 months without a contract before it was renewed 8/1/2022. However, they are saying it is my fault because I signed the new contract and I should have said something. I did say something. I have documented proof that I tried to tell them my contract ended 2 months earlier and they lied to me and said I was wrong. I am moving in a week. I understand I am required to give a 60 day move out notice and I am giving notice at the beginning of May. I am willing to pay full rent for the month of May and June 2023 to cover the full 60 days. I should not be required to pay rent July 2023. My contract was messed up by them and I tried to fix it last year. It is on them for making the mistake with the dates and then telling me I was wrong. As a lay person, I should be able to trust my management and not be lied to.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The Transaction happened today and went like this. I contacted ivory office to see if I can get the J&J tree voucher since we didnt use it since we closed ( because we closed in December it was winter and after that we had a severe drought ) I called ****** from the ****** Office to see how we can get the voucher since I cant find it and she was EXTREMELY EXTREMELY rude and confrontational and she just wanted to talk and not listen. This is not a way to treat a customer at all !! At the end she said have the person whos name in the contract call me, have a nice day and hang up when Im stuttering trying to talk because of how degrading she was. She is definitely in the wrong business if she doesnt want to listen to why Im calling. Respect and being friendly is free but not to that employee.Their argument now is that I didnt take advantage of the voucher the first 6 months, my response that they didnt even let me say is again we closed in December ( no one can plant anything in December, after that we were in severe drought ) but they dont care.

  

  Business response

  04/24/2023

  We apologize you had a negative experience with an Ivory representative. Ivory strives to create an exceptional customer experience and has a customer satisfaction rating in excess of 90%.  This misunderstanding initially arose from the fact that the individual who called was not named in the home purchase contract.  Ivory respects its homebuyersprivacy and it is careful not to disclose the details of a transaction over the phone with an unknown third party.
  Regardless, we investigated the situation described in the Complaint. You are correct that this home closed on December 30, 2021. A tree voucher was provided at closing and the buyer was informed that the voucher would expire on June 30, 2022.  Ivory does not expect trees to be planted in the winter but does expect homeowners to install street tress as weather allows. Especially given the mild winter last year, there were many opportunities to install the trees prior to June 30.  Given that it has been substantially more than a year since the voucher was issued, it is unlikely that the nursery will honor the voucher at this time.  

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ivory Homes uses legalese and hidden language in their warranty and contracts to get out of liability and avoid fallout. They failed to put proper (in one case any!) caulking or sealant on our basement windows, and we just now found the leaking and water damage, but because it is just "outside" their warranty period for that particular issue, they refuse to correct what was clearly an error by their contractors. I had to threaten court to even get a warranty representative to look at things. We are out thousands of dollars fixing their mess. Everyone should avoid Ivory at all costs.

  

  Business response

  11/22/2022

  Ivory provides a copy of the Ivory Homes Limited Warranty to all buyers prior to closing.  They are all given an opportunity to review, ask questions, or even seek legal counsel prior to agreeing to its terms.  The Ivory Homes Limited Warranty booklet itself is designed in a user-friend format with tables showing the construction standards, warranty coverage, and applicable time period.
  With regard to the specific issue raised by the complainant,Ivory disagrees that it did not put proper caulking on the complainants basement windows.  The initial caulking conformed with industry standards. Just as cars require oil changes, caulking is a homeowner maintenance item and requires attention over the life of the home.  Additionally, as acknowledged by the complainant, the warranty claim was made outside of the applicable warranty period.    

  Customer response

  11/22/2022

   
  Complaint: 18392360
  
  I am rejecting this response because: the photos clearly show that there was never any caulking on the window, especially made clear by the amount of flooding that went directly through to the bedroom. While the claim was made outside the warranty period, this is a clear example of a workmanship defect and blatant error on the part of Ivory and their contractors. We will likely be pursuing civil and equitable remedies and warn all potential customer to avoid them in the future. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a home with Ivory homes and have had issues with quality of worksmanship and we are told they wont warranty *************** reason. We now have a crack in our guest bath tub and the entire tub just doesnt feel well supported. At this point the repair will probably require a new tub and they wont cover the issue. So many corners were cut in the building of our home. Please help!!

  

  Business response

  08/23/2022

  Ivory Homes provides one of the most comprehensive home warranties in our industry and strives to perform all warranty claims with excellent customer service.  To avoid any confusion or unmet expectations, all buyers are provided with a detailed warranty handbook which explains the applicable standards of construction and the various warranty periods applicable to each component of the home.  Complainant filed a warranty claim for a chip in his bathtub after the applicable warranty period had expired.  Ivory denied the warranty request, consistent with the provisions of the Ivory Homes Limited Warranty, which were provided to and agreed to by the Complainant.  

  Customer response

  08/25/2022

   
  Complaint: 17723466
  
  I am rejecting this response because:The tub had previously been repaired once unsuccessfully while still under warranty. We have also found out since that there is nothing under the tub to support it. I have attached pictures of underneath the tub. Also, while the warranty rep ****** was here he admitted that Ivory needs to step up their game with its vendors because the tubs are obviously too thin. I have also attached that audio. The defect in question isn't a chip is a crack through the fiber glass. The tub is creaky and unstable. This is why we are requesting full replacement. 
  
  Sincerely,
  
  *********************************

  

  Business response

  08/26/2022

  I don't see any of the attachments he refers to in his response.

  Customer response

  08/26/2022

   
  Complaint: 17723466
  
  I have attached them once more. If there is another email you would like it sent to I can.  
  

  Sincerely,
  
  *********************************

  

  Business response

  09/06/2022

  Out of discretionary customer care, I will have a representative contact this homeowner and look at his bath tub support again.  Thank you

  Customer response

  09/07/2022

   
  Complaint: 17723466
  
  I am only rejecting this response because it isn't a final solution. Once again I can send you the attachments to another email if you'd like? Just let me know where to send it. What are the potential outcomes that could come from having another person come out to look at it? 
  Sincerely,
  
  *********************************

  

  Business response

  09/15/2022

  Out of discretionary customer care we will have this chip in the tub repaired.Tell us why here...

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ivory homes has done multiple shady things to take advantage of me and con me out of my money. I first was told I should continue without my realtor and that they would represent me. Then when signing they encouraged me to put more money down and offer more money so I would have a better chance of getting the house. Then when signing my offer they said if my offer was selected and things changed and I needed to back out, as long as it was not days before finalizing they would refund the money if I was working well with them. They also told me that the house was scheduled to be done within a month but could be longer. the house is now 4 months past then and rates have gone way up. The monthly cost of my mortgage would now be $500 more because of new rates. I told them I can't qualify for this payment and more and the house still has over a month before it's done and they are telling me that it's all non-refundable. So I lose the home I wanted and they are keeping a very sizable payment.

  

  Business response

  06/08/2022

  Dear BBB

  Ivory Homes (Ivory) disagrees that it has done anything shady.  To the contrary, Ivory has honored all its contractual obligations and is ready, willing, and able to sell the home selected by **************.  Each of the issues ************** raises are discussed in order below:
  1) Ivorys agent does not represent ************** in his home purchase. This fact was communicated to and acknowledge by ************** in writing at the time his contract was signed. ************** has always been free to retain his own representation. Ivory did communicate that since no buyers agent was involved in the procuring of the sale, Ivory will not pay a buyers agent commission. This is standard in the industry

  2) It is widely documented that the **** real estate market is highly competitive at this time. Given the large number of competing bids on each home, it is accurate that uyers have a better chance of having their offer accepted if the offer includes a higher purchase price and less contingencies.

  
  3) Ivory never communicated that the deposit on the home was refundable. The non-refundability of the deposit is disclosed in multiple locations of the real estate purchase contract in bold font and underlined.

  
  4) ************** was given an estimated construction schedule, but like many industries, construction has been delayed due to supply chain and labor issues. Ivory has honored Mr. ****** price despite its increased cost and is working diligently to complete the home.

  
  5) Based on the loan approval documentation provided to Ivory, ************** does still qualify to purchase the home.

  
  If ************** determines he wants to rescind his contract,Ivory will honor that rescission in accordance with the terms and conditions of their contract.  As an additional customer courtesy, ********************** is willing to allow ************** to apply his deposit to a future Ivory Homes purchase within the next two years.

• Initial Complaint

  11/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home 14 months ago, we purchased a newly built home so that we didn't have to worry about plumbing or electrical issues because we have experienced both with older homes. In May 2021 sewage started backing up into our basement utility room, so we had to hire a plumber to come out and clear the lines, at that time they found mud in our pipes which subsequently cause our pump to go out because it was working overtime. They said that it looked like the pipe had been broken during construction and when it was fixed dirt may have gotten into it. Because of this they replaced the pump in July 2021 and said that they checked the lines and we shouldn't have any further issues. Now it has been 4 months and guess what, sewage is backing up into our basement again and when we called them they said they wouldn't do anything about it because the pump is not under their warranty and they don't cover faulty parts. First of all I am not convinced that there isn't dirt in the pipe again I guess we will see when we have a plumber come out on our own dime on Monday. Second of all it should be covered by the plumbing company THEY hired since it's only been 4 months since it was replaced. But we do not have the plumbers info because it was Ivory Homes plumber that fixed it the first time.

  

  Business response

  11/19/2021

  Ivory Homes values all the buyers who have entrusted us to build their new home. We stand by our work and live up to the standards set forth in the Ivory Home warranty. Manufactured items, such as appliances, are not built by Ivory Homes and are warranted directly by their manufacturers. We became aware of the sewer backup on June 4, 2021. Ivorys plumber could not get to the house for a few days, so ************ determined to hire her own plumber and let us know if the plumber discovered any issue that was attributable to Ivory.The plumber found dirt in the sewer line. Ivory agreed that any issue with the sewer line was Ivorys responsibility. Ivory promptly fixed the sewer line, had water injected through the sewer line to clean out any remaining dirt, then ran a camera down the line to ensure it was clean and there would be no future issues.We also reimbursed ************ for the cost of the plumbers visit and replaced the sewer injector pump. Given the recently cleaned line, it is unlikely that the second backup was also caused by dirt in the line. The more likely explanation is that the pump malfunctioned, which would need to be pursued with the pump manufacturer. However, Ivory is willing to reimburse ************ for the cost of the plumber visit mentioned in her complaint and perform any necessary repairs if the plumber determines that there is still an issue with the sewer line. Please have ************ forward the plumbers findings to Ivorys warranty department.  

*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. ↩